WhatsApp Forms: order, scheduling and quote on a screen the AI offers in the conversation

"Formulários" (Forms)

Screens that open inside WhatsApp for the customer to fill in an order, booking, or quote all at once. The AI offers it at the right moment and the response arrives organized in the Inbox and on the lead.

A form is a screen that opens inside WhatsApp itself. Instead of answering question by question in the chat (which product, how many, delivery or pickup, which address, how they pay), the customer taps the button on the message, fills everything in at once, and sends it. The response returns to the conversation already organized.

The form is an AI tool, not a bot in its place: the conversation continues as usual, and the AI only offers the screen when it spares the customer a back-and-forth. Every decision is recorded, with the reason, for your team to review.

In the dashboard: "Abrir Formulários" (Open Forms). It is under "INTELIGÊNCIA" (INTELLIGENCE), right below "Modelos de mensagem" (Message templates). Only the Owner and Admin can see it.

The words on the screen

Form

The screen your account publishes on WhatsApp: the fields, the button text, when the AI offers it, and what happens when the response arrives.

Ready-made template

A form that comes already built for your industry (you adjust it afterward in the editor): pharmacy order, build an order, book an appointment or time slot, schedule a visit, consortium simulation, insurance quote, and customer registration.

Editor

Where you build the form: the screens, the fields on each screen, when the AI offers it, what happens on receipt, and publishing. The phone preview follows every change.

"Versão" (Version)

Each publication is a version. Changing a published form creates the next version as a draft; the live version stays in effect until you publish the new one.

"Publicar na Meta" (Publish to Meta)

Every form goes through Meta before it reaches your customers. While Meta reviews it, the form stays "Em análise" (Under review).

Send

Each time a form goes out in a conversation, by the AI or by someone on the team. A send has its own status: awaiting, completed, or expired.

Data in the send

The up-to-the-moment lists that go along with the form (the products mentioned with price and stock, the free time slots from the Calendar, the properties). The customer sees the time of the list and the notice "sujeito à confirmação" (subject to confirmation); the AI checks again when the response arrives.

Fewer messages

How many of your company's messages the conversation would have used without the form, minus the ones it used with it.

The screen, part by part

• "Formulários do WhatsApp" (WhatsApp forms), with how many are published, and the actions "Novo formulário" (New form), "Modelos prontos" (Ready-made templates), and "Criar com IA" (Create with AI). "Novo formulário" (New form) asks how to start: "Criar do zero" (Start from scratch), "Modelos prontos" (Ready-made templates), or "Criar com IA" (Create with AI).
• Three numbers for the month: "Preenchidos no mês" (Completed this month), "Taxa de preenchimento" (Completion rate) (with the change from the previous month), and "Mensagens a menos" (Fewer messages).
• The list of forms: the name, the status on Meta, when the AI offers it, how many were completed, and the rate, with "Editar" (Edit) in plain view and the ⋯ menu with "Editar" (Edit) and "Excluir formulário" (Delete form). On a phone, each form becomes a card.
• With no forms yet, the screen offers "Montar com a IA" (Build with AI) and the templates for your industry.

Publish a ready-made template

1. Open the ready-made templates: In "Modelos prontos" (Ready-made templates), your industry comes first ("seu segmento" (your industry)) and the most used one gets the "Mais usado" (Most used) tag. The markers change by industry.
2. See how the customer receives it: "Ver prévia" (Preview) draws the form on a phone, screen by screen, as the customer will see it.
3. Use the template: "Usar este modelo" (Use this template) creates a draft and opens the review.
4. Review: In the editor, check the name, the fields, the "Texto do botão" (Button text) (up to 20 characters, with a counter), "Quando a IA oferece" (When the AI offers it), "Ao receber" (On receipt), and the WhatsApp number. The fields come from the template, and you can adjust them.
5. Publish: "Publicar na Meta" (Publish to Meta) sends the form. It becomes "Em análise" (Under review) and changes on its own when Meta responds; a bell notification tells you when it is done.

"Criar do zero" (Start from scratch)

1. "Novo formulário" (New form): Choose "Criar do zero" (Start from scratch). The other doors are "Modelos prontos" (Ready-made templates) and "Criar com IA" (Create with AI).
2. Name and purpose: Write the "Nome" (Name) (up to 80 characters; only your team sees it) and choose "Para que serve" (What it's for), one of the six cards. Meta uses your choice to classify the form.
3. "Criar e abrir o editor" (Create and open the editor): The form is born as a draft, with one blank screen, and the editor opens.

The editor

The editor serves all three paths: the form created from scratch, the ready-made template, and the AI's proposal. On the left are the screens and fields; beside them, the phone preview, as the customer sees it; below, the form's sections.

• Screens and fields: "+ Tela" (+ Screen) adds a screen, "+ Campo" (+ Field) (or "+ Campo nesta tela" (+ Field on this screen), at the end of each screen) adds a field, and each field's handle lets you drag to change the order; with the field open, "Subir" (Move up) and "Descer" (Move down) do the same, "+ Opção" (+ Option) adds an alternative, and "Tirar o campo" (Remove field) removes it. Each screen has its own title and the "Botão no fim da tela" (Button at the end of the screen).
• Field types: short text, long text, number, email, phone, CPF, address, date, single choice, multiple choice, dropdown list, yes or no, consent, and photo. For single choice, multiple choice, and dropdown list, you write the "Opções" (Options).
• "Obrigatório" (Required): the customer can only move forward by answering.
• "Mostrar só se" (Show only if): the field only appears when an earlier choice matches. If the condition stops being valid (for example, the option was deleted), the editor warns you.
• "Gravar no lead como" (Save to lead as): choose which lead field the response is stored in; it appears in the dossier and on the record, and the pipeline can use it. In "Novo campo do lead" (New lead field), you create the field on the spot, and the form's options are copied. "Não gravar" (Don't save) leaves the response only in the conversation.
• "Quando a IA oferece" (When the AI offers it): "A IA decide sozinha" (The AI decides on its own) (recommended) or "Só quando uma regra bater" (Only when a rule matches). Rules are written in plain language ("When…", with an optional example), each with a switch and "Tirar a regra" (Remove rule); "+ Regra" (+ Rule) adds one, up to 8.
• "Texto do botão" (Button text) (up to 20 characters) and "Ponto de partida da oferta" (Offer starting point), which guides the AI in the message that leads to the form.
• "Ao receber a resposta" (When the response is received): save to the lead, have the AI reply with the summary, notify the team, and create the booking automatically.
• "Publicação na Meta" (Publication on Meta): the "Nome do formulário" (Form name) (up to 80 characters) and "Para que serve" (What it's for) can be changed here; they apply to the next published version.
• The platform safeguards appear with a padlock and no setting turns them off.

When you click "Publicar na Meta" (Publish to Meta), the editor checks the form before sending. If something would be rejected (for example, a question longer than Meta accepts), it lists each point, in Portuguese, with "Ver campo" (View field) or "Corrigir" (Fix) to jump straight to the spot; nothing goes to Meta until everything is right. If Meta itself rejects the version, the screen shows what it flagged and the previous version stays live.

Test on your WhatsApp

Before publishing, see the form on your phone. The "Testar no meu WhatsApp" (Test on my WhatsApp) button, at the top of the editor, sends the newest version (the draft or, if there is no draft, the published one) to the number you type, the way the customer will receive it. Only the Owner and the Admin can test.

1. Add your phone to your profile: In the user menu, under "Meu perfil" (My profile), save your phone in "Seu celular" (Your mobile number) (choose the country; Brazil comes selected) and send the code shown, from the phone itself, to the account's WhatsApp. Once confirmed, the "hi" in the next step does not become a lead, the AI does not reply, and nothing is charged. Without a confirmed phone, the "hi" comes in as an ordinary lead.
2. Open the 24-hour window: From your phone, send a "hi" to the company's WhatsApp number (the dialog shows which one). WhatsApp only lets you send within 24 hours of your last message, and the test requires the "hi" to be no more than 30 minutes old.
3. Check the number: In "Testar no meu WhatsApp" (Test on my WhatsApp), the "Seu número de WhatsApp" (Your WhatsApp number) field already comes with the phone from your profile ("Trocar no perfil" (Change in profile) changes it). With no phone in the profile, type the number with the area code or use "Cadastrar meu celular no perfil" (Add my cell phone to my profile).
4. Send the test: "Enviar teste" (Send test) sends the form. The screen confirms the time and the version sent; "Enviar de novo" (Send again) repeats the send.
5. Open it on your phone and fill it in: The form arrives in the conversation. Fill it in and send it as the customer would.

• The response appears in the Inbox with the "Teste · versão N" (Test · version N) tag. It does not become a lead, does not enter the "Painel" (Dashboard), and the AI does not reply to it.
• With the phone in your profile, the whole conversation appears in the Inbox with the "Equipe · teste" (Team · test) tag: it stays out of "Contatos" (Contacts), the pipeline, campaigns, and the Dashboard numbers.
• The test is not charged.
• Each form accepts up to 10 tests per hour, and the whole account up to 30.
• The test only goes to a number that has messaged the company in the last 30 minutes and is being handled by the AI. A conversation that is with an agent does not receive tests.
• If you have no conversation with the company in the last 24 hours, nothing is sent: the screen explains that you need to send a "hi" to the company's number and try again.
• When you publish later, Meta reuses the same test form: you do not redo anything.

Delete a form

Only the Owner and the Admin can delete. Use the ⋯ menu in the list or the "Excluir formulário" (Delete form) button at the end of the "Publicação na Meta" (Publication on Meta) section, inside the editor. The confirmation shows what will happen before you tap "Excluir" (Delete).

• "Rascunho" (Draft) (never published): it is deleted on Meta too and cannot be undone; there are no sends or responses to keep.
• "Publicado" (Published): Meta takes it offline (it does not delete a published form).
• The form disappears from the list and the AI stops offering it immediately.
• Sends still awaiting a response: if the customer responds, the response comes in; we do not send a reminder.
• What stays: responses already received, the data saved on leads, and the history.
• If the form opens through a message template, the confirmation warns that the template will no longer open it; delete the template under "Modelos de mensagem" (Message templates) if you will not use it.

"Criar com IA" (Create with AI)

"Criar com IA" (Create with AI) asks the AI to propose forms for your business. It also appears the first time you open the screen and in the WhatsApp step of the setup, which the specialist does together with you. The AI only starts when you click, and nothing goes to Meta without your confirmation.

1. Start: The screen shows "O que a IA vai ler" (What the AI will read): your industry, the "Base de conhecimento" (Knowledge base), the Calendar services, and the conversations from the last 90 days, only as numbers (how many ask for delivery, how many items per order). Names, phone numbers, and what the customer wrote never go to the AI. If you want, write an instruction ("focus on delivery").
2. Reading: The AI goes through the sources one by one, and the screen follows each step. Canceling at this point charges nothing.
3. Proposals: Two to four proposals, each with the fields, "Por que a IA sugeriu" (Why the AI suggested it), and the confidence level. When one looks like a form you have already published, the screen warns you. "Aceitar" (Accept), "Descartar" (Discard), or "Desfazer" (Undo), one by one. "Editar" (Edit) opens the proposal in the editor for you to adjust before publishing.
4. "Revisar" (Review): "Revisar e publicar" (Review and publish) checks each accepted one: the button with up to 20 characters, no repeated field, and the rule for when the AI offers it.
5. "Publicar na Meta" (Publish to Meta): It publishes the accepted ones at once and shows the result for each: Published, Under review, or With error.

When you tap "Editar" (Edit) on a proposal, it counts as accepted and the editor opens on it. If the proposal is similar to a form you have already published, the editor opens that form's next version as a draft, and the published version stays live until you publish. The editor's back button takes you back to "Propostas" (Proposals).

Not enough base

With no catalog or frequently asked questions, or with few conversations, the AI warns you before generating and charges nothing. "Gerar assim mesmo" (Generate anyway) proceeds regardless.

"Regerar com uma instrução" (Regenerate with an instruction)

It asks for another round of proposals. The decisions already made stay; it is a new generation and is charged again.

When the AI offers it

By default, the AI decides on its own: it reads the conversation and offers the form when the customer wants to place an order, book a time, or ask for a quote. The template's rules ("when the customer mentions 2 or more products") serve as hints. If you prefer, switch to "Só quando uma regra bater" (Only when a rule matches): then the AI only offers it when an enabled rule happens.

• Yes: It only offers a published form, within the 24-hour window, in your brand's tone. The text changes with each conversation; the button is the form's own.
• No: It never offers it on the customer's first message.
• No: It does not repeat the same form that went unanswered, and it does not offer any more once the customer declines.
• No: It never sends on its own outside the 24-hour window.
• No: It does not offer it in a conversation assigned to someone on the team or in handoff (the agent can send it).

The first three are fixed safeguards: they appear with a padlock in the review and no setting turns them off.

The form in the Inbox

• In the conversation, the marker "A IA ofereceu o formulário porque…" (The AI offered the form because…) opens the trace with the decision path: the customer's intent, the forms agent's reasoning, the offer written for the conversation, and what happened on receipt.
• When the button cannot go out (Meta rejected the send, no mentioned item is in the catalog, the Calendar has no free time, or the response needed correction), the AI sends the same reply without the invitation to the button, with everything it had already said, and the conversation continues in the chat. The trace shows the reason and which version went out.
• The "Formulário enviado" (Form sent) card shows the status: "Aguardando o cliente" (Waiting for the customer), "Preenchido às hh:mm" (Completed at hh:mm), or "Expirou sem resposta" (Expired without a response).
• With no response in 2 hours and the window open, the conversation reminds the customer once, with a fixed message and the same button. "Lembrar o cliente" (Remind the customer) does this right away.
• The response arrives as the "Resposta do formulário" (Form response) bubble, with the items, the total, and the labeled fields, the action buttons ("Criar pedido" (Create order), "Agendar" (Schedule), "Criar cotação" (Create quote), or "Agendar visita" (Schedule visit)), and "Copiar resumo" (Copy summary). The marked data goes straight into the lead, and the AI replies to the customer with the summary and the next step.
• The action buttons: "Agendar" (Schedule) and "Agendar visita" (Schedule visit) create the time slot in the account's Calendar; "Criar pedido" (Create order) turns into the conversation's order and calls the team, as when an order is complete; "Criar cotação" (Create quote) turns into a card in the pipeline.
• In the dossier, "Do formulário" (From the form) shows what was saved on the lead, with the "novo" (new) mark.
• To send one yourself, use the form button in the reply field and choose a published one. With the 24-hour window closed, the button is disabled and explains why.

The savings on the Dashboard

The "Mensagens economizadas com formulários" (Messages saved with forms) card on the Dashboard adds up, for the month, the completed forms, the fewer messages, and how much that kept off the Meta bill, with daily bars, the completion rate, and one line per form. "Como calculamos" (How we calculate) explains the math.

Notify your system

"Fluxos" (Flows)

With the Advanced base, the "Fluxos" (Flows) gain the "Formulário preenchido" (Form filled in) trigger (the responses become flow variables) and the "Enviar formulário" (Send form) action. Examples: create the order in your system, send it to the spreadsheet, notify the team.

On Enterprise

On the Enterprise plan, the agent that decides to offer and the one that proposes the forms run on your company's model, in the tasks "Oferecer formulário" (Offer form) and "Gerador de formulários" (Form generator) of Your own AI › "Roteamento" (Routing). The Create with AI screen says "Roda no modelo da sua IA" (Runs on your AI's model) in place of the cost.

What is charged

Each Create with AI generation

It comes out of the balance as one processed message, with the line "formulários gerados pela IA" (forms generated by the AI) in the Statement. Regenerating charges again. If the generation fails or brings no proposal, nothing is charged; canceling while the AI reads does not charge either.

Offering and receiving

They have no charge of their own here: the conversation is billed as always.

Meta messages

Whatever Meta charges for messages is billed by Meta to your company's WhatsApp account, under its own rules. Each message saved is one fewer on that account.

On Enterprise

The generation runs on your company's model and is not charged here.

Personal data and LGPD

• CPF, income, and documents are never required and are treated as sensitive data.
• When the form asks for personal data beyond the name and phone number, the customer ticks the consent before sending, and it is recorded on the lead.
• The response is checked against the form that was sent: an extra field is discarded and a value in the wrong format is rejected.
• When a lead asks to be forgotten, their responses are removed along with the conversation, including from the stored copies of the webhooks.

Questions

The customer opened it on a computer and it did not appear.

The form opens in WhatsApp on the phone. When the computer does not show it, the card in the Inbox instructs you to open it on the phone.

What about the prescription photo?

After the customer sends the order, the AI asks for the prescription photo in the chat when an item requires it. The photo arrives like any image in the conversation.

Can I change the template's fields?

Yes. The editor changes questions, types, options, and order, and adds or removes screens and fields. On an already published form, the change becomes the next version as a draft and only takes effect when you publish.

Can I test the form before publishing?

Yes. In the editor, "Testar no meu WhatsApp" (Test on my WhatsApp) sends the newest version to your number. Send a "hi" to the company's number first, to open the 24-hour window. Add your phone under "Meu perfil" (My profile) so that "hi" does not become a lead either. The test is not charged, does not become a lead, and does not enter the Dashboard.

Can I build my own form?

Yes. Under "Novo formulário" (New form), choose "Criar do zero" (Start from scratch), give it a name, say what it is for, and build the screens and fields in the editor.

I deleted a form. Did I lose the responses?

No. The responses already received, the data saved on leads, and the history remain. What changes is that the form leaves the list and the AI stops offering it.

Can the AI send the form to someone who has not talked to me in days?

No. The AI only sends within the 24-hour window, in the conversation the customer opened.