Building web enquiry forms that feed straight into WhatsApp flows
Build fields in Forms, style it, and publish to get a shareable link and an embed snippet for your website's floating Enquire button, or drop a Show-Form step inside a chat flow to collect the same details without leaving the conversation. Either way, submissions save as contacts, map into the CRM, and can trigger a follow-up WhatsApp flow automatically.
- The same form works two ways: embedded on your website, or as a Show-Form step inside a chat.
- Publishing gives you both a shareable link and an embed snippet.
- A submission becomes a contact and a CRM lead without any manual entry.
- Add the contact to a group right after saving the lead to trigger an automatic follow-up flow.
- The floating Enquire button is a lighter alternative to a full chat widget for pure lead capture.
Prerequisites
Forms are included from the Starter plan (₹999/month, excluding GST). Decide the handful of fields you actually need before building: name, phone and one qualifying question (budget, locality, requirement) covers most enquiry forms; every extra field lowers completion rates, so resist the urge to ask everything up front.
Also decide upfront what a submission should trigger, an immediate CRM lead only, or a lead plus an automatic WhatsApp follow-up, since that decision changes whether you also need an Add to Group step wired into the submit action.
The exact click path
- Go to Forms → New form and add fields: text, email, phone, choices, or custom fields.
- Style it to match your brand and set what happens on submit.
- Publish, and you get a shareable link and an embed snippet.
- On your website, embed the form directly or use the floating Enquire button; inside a chat, drop a Show-Form step into a flow instead.
Worked example: a real-estate enquiry that triggers a follow-up
A real-estate agency's floating Enquire button collects name, phone, budget range and preferred locality. On submission: a Save CRM lead step creates the lead with those fields, an Add to Group step drops the contact into 'New Enquiries', and that group has a flow set to trigger 'When a contact is added to a group', so within moments the customer gets a WhatsApp message listing two or three matching properties, without a salesperson lifting a finger for the first touch.
The salesperson still does the real qualifying conversation, the automation just makes sure nobody waits hours for a first reply while the enquiry sits in an inbox unseen.
Two ways to use the same form
On your website, embed the form directly on a page (a contact-us page, a product page) or use the lighter floating Enquire button that works from any page without a full chat window. Inside a chat, a Show-Form step collects the same fields without the customer ever leaving the conversation, useful when someone's already mid-chat and asking a qualifying question would feel like an interruption.
Many businesses end up using both: the embedded form for a dedicated contact page, and Show-Form inside a flow for anyone who starts by chatting instead of scrolling to a form.
Deciding which fields actually matter
Every field beyond name and phone should earn its place by changing what happens next. A budget range lets a real-estate flow filter which properties to send back; a course-interest dropdown lets a coaching institute route to the right counsellor. If a field would not change the follow-up message or who handles the lead, it is probably not worth asking for on the first form, and can instead be asked later in conversation once the person has already engaged.
A simple test before adding any field: write down what message or action changes if this answer is Yes versus No, or option A versus option B. If nothing downstream actually changes, drop the field.
Troubleshooting
| Symptom | Likely fix |
|---|---|
| Form doesn't embed on the site | Snippet conflicts with the theme, or was placed in the wrong template section. Check placement and any script-blocking plugins. |
| Submissions don't create a CRM lead | A field isn't mapped to the expected CRM field. Check the mapping in the form's submit settings. |
| Follow-up flow never fires | Confirm an Add to Group step actually runs on submission, and that the target flow's trigger is set to that group. A form submission alone doesn't trigger a group-based flow unless you add the contact to the group as a deliberate step. |
| Floating button overlaps the website widget | Don't run both a full chat widget and a floating Enquire button in the same corner. Pick one, or reposition. |
| Mobile layout looks cramped | Reduce the number of fields, or test the form specifically on a phone before publishing. |
Most of these show up the moment a real customer tries the form on their own phone rather than in a desktop preview, which is exactly why the checklist below insists on a genuine mobile test before launch.
What to test before going live, and cost
- Submit the form yourself from both desktop and mobile.
- Confirm a CRM lead appears with every field correctly mapped.
- If you're using it to trigger a follow-up flow, confirm the Add to Group step runs and the flow actually fires.
- Check the embed doesn't visually clash with any existing widget on the page.
Forms are included from Starter (₹999/month, excluding GST) with no separate per-submission charge. Any WhatsApp follow-up message uses Meta's own per-message fees, billed directly with no Convo360 markup.
The only real cost of a poorly designed form is a lower completion rate, not a line item on any invoice.
Revisit the form every few months as your business changes, a field that made sense a year ago (an old promotion, a discontinued service) can quietly confuse new visitors if nobody removes it.
A quick quarterly glance is usually enough.
Add it to whatever routine review already covers your website content.
Step by step
- Add fields in FormsCreate a new form with only the fields you genuinely need.
- Style and set submit behaviourMatch your branding and decide what happens when someone submits.
- Publish and grab the snippetGet the shareable link and embed code, or use the floating Enquire button.
- Wire up the follow-upAdd Save CRM lead and Add to Group steps so a submission can trigger a flow automatically.
- Test end to endSubmit it yourself and confirm the CRM lead and any follow-up flow both fire correctly.
Example conversation
Create your enquiry form
Start free in minutes — no code, no credit card. Bring your own AI keys and pay no per-message markup.
Frequently asked questions
Can I show a form inside a WhatsApp or web chat instead of a separate page?
Yes. Add a Show-Form step to a flow and the customer fills the same fields you built in Forms without ever leaving the conversation, which suits someone who is already mid-chat rather than browsing your website.
Does a form submission automatically trigger a follow-up message?
Only if you add the contact to a group as part of the submit action. That group's flow, set to trigger 'When a contact is added to a group', is what actually sends the follow-up.
What's the difference between the Enquire button and the full chat widget?
The Enquire button is a lighter loader focused purely on lead capture, while the full chat widget opens an ongoing conversation. Avoid running both in the same spot.
How many fields should an enquiry form have?
As few as you genuinely need: name, phone and one qualifying question covers most cases. Every extra field tends to lower completion rates, so only add one if the answer would actually change your follow-up message or who handles the lead.
Does Forms cost extra on top of my plan?
No. Forms is included from the Starter plan (₹999/month, excluding GST) with no separate per-submission charge, though any WhatsApp follow-up message it triggers is billed by Meta at its own per-message rate, with zero markup added by Convo360.
Related reading
Available across India — see WhatsApp & AI calling automation by state and city.