WhatsApp Flows: Webhook Integration

Overview

Netcore enables you to capture real-time user responses from WhatsApp Flows using Event Webhooks. These responses are generated when users interact with structured flows such as lead forms, surveys, support requests, or product selectors sent via WhatsApp.

Webhook integration allows businesses to:

Store and process form submissions
Trigger automated workflows
Enrich CRM or support platforms
Track and audit customer interactions

Configure the Webhook

Follow these steps to set up the webhook for capturing WhatsApp Flow responses:

Login to your Netcore CPaaS dashboard.
Navigate to Incoming Message Webhooks → WhatsApp → Configure Webhook
Configure the Callback URL in the incoming message tab - and flow responses would be sent here.

Sample Webhook Payload

When a user completes a WhatsApp Flow, a response message is sent to the WhatsApp chat. You will receive this message through the same webhook used for processing incoming messages.Refer to the below webhook for reference.

{
 "incoming_message": [
  {
   "context": {
    "message_id": "kiran",
    "ncmessage_id": "069e4fa4-ce4a-4aeb-ba05-6eb48d2a2980"
   },
   "from": "916361467892",
   "from_name": "Ravikiran",
   "interactive_type": {
    "nfm_reply": {
     "body": "Sent",
     "name": "flow",
     "response_json": "{\"screen_0_CheckboxGroup_3\":[\"1_Option_2\"],\"screen_0_lastName_1\":\"Ravi\",\"screen_0_firstName_0\":\"Ravikiran\",\"wa_flow_response_params\":{\"flow_name\":\"Message templates_custom_form_MARKETING_cd316\",\"flow_id\":\"761151652497629\",\"title\":\"Button text\"},\"flow_token\":\"AQAAAAACS5FpgQ_cAAAAAD0QI3s.\",\"screen_0_email_2\":\"[email protected]\"}"
    },
    "type": "nfm_reply"
   },
   "message_id": "wamid.HBgMOTE2MzYxNDY3ODkyFQIAEhgUM0E4NDMyMDA1RDYwMzc4OERBQTcA",
   "message_type": "INTERACTIVE",
   "received_at": "1735906509",
   "to": "919867644673"
  }
 ]

Key Payload Fields

Field	Type	Description
`event_type`	string	Always `"form_response"` for WhatsApp Flow submissions
`recipient.wa_id`	string	WhatsApp user ID of the responder
`flow.id`	string	Unique Flow ID associated with the form
`flow.name`	string	Name of the WhatsApp Flow
`response_json`	object	Key-value pairs containing form responses (e.g., name, email, location)
`timestamp`	string	UTC timestamp when the flow was submitted

Use Flow Responses

Your backend system should:

Identify the Campaign/User
Use flow.id and wa_id to track which user submitted which Flow.
Store Responses
Save response_json in your database or CRM.
Trigger Automations
Based on user inputs, you can:
- Assign leads to sales teams
- Trigger a follow-up WhatsApp message
- Send confirmation emails
- Update marketing journeys