WhatsApp is the primary communication channel for most of us — with 3 billion monthly users worldwide. In recent years it has also become an excellent marketing channel for brands that want to reach their customers exactly where they already are.
WhatsApp Flows
Redefines the way brands communicate with customers — personal, efficient and interactive experiences right inside the world's most popular messaging app. The feature lets brands create smart, direct interactions with customers inside the WhatsApp conversation, using interactive and customizable forms — with no need to switch to a website or app.
- Collect sign-ups
- Run surveys
- Recommend products
- Book services or flights
- Capture leads
- Build the Flow in WhatsApp Business Manager — it syncs automatically into Braze.
- Embed a Flow inside Template or Response messages — e.g. club sign-up, or a post-purchase rating.
- Flow responses arrive in real time; you can send follow-up messages or relevant offers.
- Response messages are free, so you can run a full conversation without increasing costs.
WhatsApp Commerce
A new Meta feature that connects the customer experience to a world of direct commerce through WhatsApp. End-to-end commerce inside WhatsApp — from discovery and product browsing all the way to full in-app payment, without ever switching to a website. It gives the user a continuous shopping experience — the entire process inside the world's most popular communication channel.
- Marketing messages with conversational CTAs — tailored messages that spark dialogue and drive action based on the user's response.
- Product lists & categories — enable quick selection via interactive buttons.
- Rich product cards — include a title, description, before/after price, and "Add to cart" or "Contact" buttons.
- View Cart — lets the user see, add or remove products.
- In-app checkout — integration with various payment providers for a complete transaction inside WhatsApp, including multiple payment options.
WhatsApp Carousels
WhatsApp messages that let a brand send the user a scrollable gallery of cards (images or video), each with short text and its own unique action buttons (like "Buy now", "View details", or "Chat with an agent").
Braze now fully supports sending and managing these messages — including personalization, product-catalog integration, triggers and measurement from Canvas journeys.
- A rich, engaging experience — the user sees several products/offers in a single message, with the option to scroll and act immediately.
- A direct call to action — each card can include a link or quick reply, so a purchase or conversation can be completed without leaving WhatsApp.
- Advanced personalization — Braze fills the cards dynamically from user data or a product catalog.
- Full measurement & control — every interaction (open, click, purchase) is measured through Braze.
- Embedded in marketing journeys (Canvas) — carousels can run as part of an automated flow, such as cart abandonment or a trigger-based campaign.
The future of customer experience is already here
Braze is leading the revolution in digital communication with innovative capabilities that give brands the power to create personalized, frictionless and fully continuous customer experiences — right inside the world's most popular communication channel.
From interactive WhatsApp Flows, through direct Commerce, to dynamic Carousels — the technology lets brands deliver personal experiences that feel natural, improve conversions, boost retention, and build a genuine connection between brands and customers.
This isn't just a technological upgrade — it's a redefinition of what's possible in digital marketing.
Braze turns WhatsApp into a complete platform for customer relationship management — with smart tools, advanced automation and precise measurement that drives results.