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Hi everyone,

Meta has supported WhatsApp Flows for some time now, allowing businesses to provide structured experiences/forms directly inside WhatsApp and collect multiple pieces of information within a single interaction.

I am currently evaluating this capability in a Genesys Cloud Digital Bot Flow.

Genesys Cloud already provides the Form action in Architect. However, according to the current Genesys documentation, this action is supported only for Apple Messages for Business and Genesys Web Messaging. If used through an unsupported channel, the action follows the Failure path.

My use case is specifically WhatsApp Messaging through the native Genesys Cloud integration.

Ideally, I would like to create or use a Meta WhatsApp Flow, send it during the customer journey, collect multiple fields in the native WhatsApp experience, and then use the returned values inside Architect and/or make them available to the agent after the transfer.

Could someone from Genesys clarify the current status?

• Is Meta WhatsApp Flows currently supported natively by the Genesys Cloud WhatsApp integration?
• If so, is there another Architect action or supported API approach instead of the existing Form action?
• Can a WhatsApp Flow created in Meta/WhatsApp Manager be sent through Genesys and have its response payload returned to Architect variables or conversation data?
• If it is not currently supported, is this capability on the Genesys roadmap or associated with an existing Product Idea?
• Is there any supported workaround that does not require an external BSP or integration broker?

Considering that Meta already provides WhatsApp Flows natively, extending the Architect Form experience to WhatsApp would be extremely useful for structured data collection without forcing customers through multiple sequential bot questions.

Thanks!

#Architect

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Fernando Sotto dos Santos
Consultor de Atendimento Senior Grupo Casas Bahia
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Hi Fernando,

I'm evaluating a similar design.

From the current documented behavior, Genesys can route WhatsApp interactions through Inbound Message and Digital Bot Flows, but the Architect Form action is not documented as supported for WhatsApp.

I also couldn't find a documented native mechanism to send a Meta WhatsApp Flow and map its returned payload directly into Architect variables.

For now, I would treat Meta WhatsApp Flows as a separate integration pattern, potentially requiring an external integration layer if the structured response needs to be processed by Architect.

It would be great if someone from Genesys could confirm whether native WhatsApp Flows support is planned.

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Marciel
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Hi Fernando,

WhatsApp Flow support is in the planned stage at present which means it is intended to be delivered within the next 12 months hopefully. You can vote, comment, or subscribe to the idea with the link below.

https://genesyscloud.ideas.aha.io/ideas/SSAAOB-I-113

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Richard Chandler
Connect
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