At a glance
How it works
The diagram shows the path from the website form to a sales task or nurture.Before you start
- Connect Flowella to HubSpot. See HubSpot setup.
- Use a contact-based workflow. Flowella’s actions run on contacts only.
- Keep the website form short: first name, WhatsApp number, and a checkbox asking permission to continue the enquiry on WhatsApp. Meta requires opt-in before you message people. See Meta’s opt-in guidance.
- Store WhatsApp numbers in international format. See Phone number format.
- Build a separate HubSpot form called, for example, “Enquiry details” with the questions below, and sync it to a WhatsApp Flow. See Flows. A separate form means edits for WhatsApp don’t change your website form.
Create the templates
In both templates,{{1}} is the contact’s first name, and the Flow button opens the enquiry Flow.
The enquiry follow-up is Utility: it continues an enquiry the contact made and asked to continue on WhatsApp, and it contains no promotion. The reminder is Marketing: it asks the contact to act again without a new request. If you add offers or product promotion to the follow-up, Meta moves it to Marketing. Meta makes the final decision on categories. See Meta’s template categorisation guidelines.
Build the workflow
1
Set the trigger
Create a contact-based workflow with HubSpot’s own form submission trigger for your website form. Don’t use Form Completed here: it fires only when someone submits a WhatsApp Flow, never for website forms.
2
Send the enquiry form
Add Send WhatsApp Template with the enquiry follow-up template. Map the contact’s WhatsApp number property and Template Variable 1 to the first name.
3
Wait for the answers
Add Delay until event for Form Completed, filtered on Form Name equal to “Enquiry details”. Set the maximum wait to 2 days.
4
Thank the contact
On the completed path, add Send WhatsApp Message with a short thank-you. Plain text works here because the Flow submission opened the 24-hour window, the 24 hours after a contact’s last message when you can send without a template.
5
Route the lead
Add a Branch on Timescale, a property the form wrote. The Form Completed event itself records only the form name and source.
- Within a month: add Edit record to set Lifecycle Stage to Marketing Qualified Lead, then Create task for a sales rep with the enquiry details.
- Any other answer: add Edit record to set Lead Status to Bad Timing, or another value your nurture emails use.
6
Remind once, then hand over
On the timed-out path, add Send WhatsApp Template with the reminder. Use a template, because the 24-hour window may be closed. Add Delay until event for Form Completed with the same filter, up to 2 days, and connect its completed path to the thank-you step. On its timed-out path, add Create task for a rep to email the contact.
Test the workflow
- Submit your website form with your own WhatsApp number. The enquiry template should arrive within a few minutes.
- Complete the Flow with Timescale set to Within a month, and check the lifecycle stage and the task.
- Submit the website form again from a second test contact and ignore the Flow, to test the reminder.
- Check the workflow history in HubSpot. A failed send shows Flowella’s reason and error code, and the contact moves on to the next step.
Troubleshooting
Variations
- A second question set: a few days after the first form, send a second Flow with deeper questions, such as budget. Use a Marketing template, because the contact didn’t ask for it.
- Website chat links: let visitors start the chat themselves with a click-to-chat link.
Related
- Lead capture and qualification: tier leads by budget and timeline.
- Form design best practices: write questions that work well in WhatsApp.
- Send your first Flow: turn a HubSpot form into a WhatsApp Flow, step by step.