WhatsApp Follow-Up for Website and Lead Form Enquiries
Lead form follow-up on WhatsApp moves a form enquiry into a chat while the lead is still interested. The lead fills in your website form or a Facebook or Instagram lead form, then carries on in WhatsApp. AeroChat finds their form answers in HubSpot, or through a Zapier or Make workflow, and picks up from what they already told you.
What happens today
A form comes in. Someone calls the next day, gets voicemail, sends an email that lands in a promotions tab, and tries again on Thursday.
Many leads would rather reply on WhatsApp. But messaging them first on WhatsApp needs their opt-in and an approved template, and the person who calls often hasn’t read what the lead wrote in the form.
How it runs on WhatsApp
- Your form’s thank-you page and confirmation email carry a WhatsApp button with a prefilled message, such as “Hi, I just sent the enquiry form”. If your form has a WhatsApp opt-in box, your team can also send an approved template to the lead first.
- The lead opens the chat. AeroChat searches HubSpot for the form submission by phone number, then by email. If WhatsApp did not pass a number, it asks for the email they used on the form.
- If your forms feed Zapier or Make, AeroChat sends the phone or email to your webhook, and the scenario returns the form answers from wherever it stores them.
- AeroChat confirms what the lead asked for, answers their questions, and only asks for what the form did not cover.
- It updates the contact with a new status and a note of the conversation, or sends the details back to your Zap or scenario.
- When the lead wants to talk, it hands the conversation to the contact owner or books a call.
The recipe
Copy this into AeroChat
When someone messages us after filling in our enquiry form, follow these steps.
- Search HubSpot for a contact with their phone number. If WhatsApp did not pass a number or there is no match, ask for the email they used on the form and search again.
- Read the contact’s form answers in the Service, Budget and Preferred Date properties (example). Do not ask those questions again.
- Thank them for the form and answer their questions about the service they chose, from our knowledge base.
- Ask for anything the form did not cover that we need, such as their address for a site visit (example).
- Update the contact: set the lead status to In Conversation (example) and add a note with a short summary of the chat.
- If they want to talk to someone, hand the conversation to the contact owner, or to our sales team if there is no owner.
If no form submission is found, help them anyway and create a new contact. Reply in the customer’s language.
Change the property names and the lead status to the ones your HubSpot account uses. If your forms go through Zapier or Make instead, replace the first two steps with “Send their phone number and email to our form lookup webhook and use the answers it returns”.
Connect the systems behind it
- HubSpot. AeroChat finds the contact your form created, reads the answers, and updates the status and notes.
- Zapier. If your forms run through Zaps, AeroChat sends the lead’s details to a Zapier webhook and reads the result from the Google Sheet your Zap keeps up to date.
- Make. AeroChat sends the phone or email to a Make custom webhook, and your scenario returns the form answers through a Webhook response module.
- Google Sheets. If your form tool writes submissions to a Sheet, AeroChat reads the row for that lead directly. Connect your Google account.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it costs on WhatsApp
When the lead taps your WhatsApp button and messages first, that message is free. AeroChat’s replies inside the 24-hour customer service window are service messages: free up to 1,000 a month per business phone number, then charged per message. If your team messages the lead first, that message must be an approved template sent to someone who opted in, and it is charged per message. Because AeroChat already has the form answers, it doesn’t ask them again, so the chat is shorter and costs less. Rates vary by country and are set in Meta’s rate cards. AeroChat passes Meta’s WhatsApp fees through at cost.
Also on Instagram, Messenger, TikTok and web chat
The same follow-up workflow runs on Instagram, Facebook Messenger, TikTok (direct messages and TikTok Shop buyer chat), Telegram, web chat and email. A lead who fills in a form and then messages on Instagram gets the same lookup and the same record update.
Who uses it
- Property agents: form enquiries followed up on WhatsApp and turned into viewing bookings.
Questions
Can I message form leads on WhatsApp automatically?
The simplest route is a WhatsApp button on the thank-you page, so the lead messages you first. To message them first, they need to opt in to WhatsApp on the form, and the first message must be an approved template that your team sends from AeroChat.
Does the lead have to repeat what they wrote in the form?
No. AeroChat reads the form answers from HubSpot, your Sheet or your Zapier or Make workflow, and only asks for what is missing.
Which form tools does this work with?
HubSpot forms connect directly. Any form tool that Zapier or Make can read, including Facebook and Instagram lead forms and website form builders, works through a webhook.
What does WhatsApp charge for following up a form lead?
If the lead messages first, their message is free and your replies within 24 hours of it are free up to 1,000 a month per business phone number, then charged per message. A template your team sends first is charged per message.
Turn your next form lead into a WhatsApp conversation
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Related: lead capture into your CRM and lead qualification.