Forms

A form is a web page you link to or embed on your site. People leave their WhatsApp number and can tick a consent box. They land in your contacts, with a record of the exact text they agreed to.

Before you start

• Connect a WhatsApp number. A form can't go live without one.
• To save answers to a field of your own, create the field first.
• Owners, Admins and Managers can build forms. Analysts can view them.

Build and publish a form

1. Go to Lead capture → Forms and click New form.
2. Enter the Name. The Address fills in by itself and becomes part of the form's link. Click Create.
3. Under Basics, set the Title on the page and the WhatsApp number, and add an Introduction if you like.
4. Under Questions, choose a Question type and click Add question. The WhatsApp number and the consent box are always on the form, so don't add them.
5. For each question, choose Save to contact field to copy the answer to the contact. Don't save (submission only) keeps it on the submission only.
6. Set Consent, After they submit and Look.
7. Click Publish.
8. Under Share and embed, copy the Link, Embed (iframe) or Embed (script).

A form has up to 20 questions. Add ?utm_source=… to the link to record where people came from. Your plan limits how many forms can be live at once.

A live form keeps its address. Close form takes it down, and the link then says "Form not available". Submissions are kept. Click Publish to bring it back.

Consent text

Consent lives in one box, always unticked. Under Consent, Text next to the checkbox is up to 500 characters. Say what you'll send and how to stop. {org} becomes your organisation's name.

• It allows sets the purpose: Marketing messages or Service updates only.
• Changing the text starts a new version. Each submission keeps the version the person saw.
• The box is optional for the person. They can submit without ticking it.
• What's kept as evidence is listed in How consent is recorded.

The separate email box

If email is available on your account, you'll also see Marketing email box (optional). Enter text to add a second, separate box. It shows only when a question on the form saves to the contact's email. It's never ticked for the person, and it's a separate choice from WhatsApp. A tick opts the contact in to marketing email, and the exact text they saw is kept as evidence. See Email your customers.

Follow-ups

Under After they submit:

• Thank-you message: shown on the page. The default is "Thank you! We'll be in touch on WhatsApp."
• Or send them to a page: an https:// address. It replaces the thank-you page and its button.
• Show a "Continue on WhatsApp" button: on by default. It opens a chat with your number. When they write, the 24-hour window opens.
• Add tags: added to the contact.
• Send a template right away: needs the WhatsApp number and an approved template on the same account.
• Start a sequence: entry rules apply. A sequence can also start on its own with the trigger A form is submitted.

Follow-ups don't get around consent. The template is checked when it's sent. A sequence with Only contacts opted in to marketing on won't start for someone who didn't give marketing consent. To email a thank-you, see Email your customers.

What happens when someone submits

Double opt-in with CONFIRM

Anyone can type anyone's number into a web form. So a form can't undo an opt-out on its own. Only the person can, from their own WhatsApp.

1. Someone who opted out fills in the form and ticks the box.
2. The page says One more step and shows a code such as CONFIRM K7P2QX, with a Confirm on WhatsApp button.
3. They send that message to your number from the number they entered.

Then consent is recorded with their WhatsApp message as evidence, the answers and tags are saved, and the follow-ups run. On the Submissions page the row moves from waiting for WhatsApp confirmation to confirmed on WhatsApp.

If the code arrives from another number, nothing happens. If they never send it, nothing changes. Your team can't confirm it for them. A STOP keeps working as usual: see Opt-outs always win.

Submissions

Lead capture → Submissions lists everything from your forms and WhatsApp Flows, newest first. Use Show to pick one form or Flow.

• Details shows the answers, the consent text shown, and the page and utm values it came from.
• Export CSV downloads up to 50,000 rows. Only Owners and Admins can export.
• A role that can't read contacts sees the outcome only, not answers or numbers.

What can go wrong

• Publish is refused. "Choose the WhatsApp number this form belongs to before publishing".
• The warning "it will be skipped". You chose a marketing template but the form only asks for service-update consent.
• An answer isn't on the contact. A value that doesn't fit the contact field isn't saved there. It stays on the submission.
• "Too many attempts". Forms accept 10 submissions per IP address per minute, across all forms.
• "Please check your details and submit again". The form was sent too quickly after the page opened, which looks like a bot.
• "This page was open for a long time". A page is good for 24 hours. Submitting again works.
• "That looks like a landline". The form needs a number that can use WhatsApp.