Copy-and-paste WhatsApp templates for collecting what you need from customers: booking details, delivery information, intake questions, document and photo requests, secure-form links for sensitive data, consent lines and confirmation of what was collected
The information you need from a customer is the same whether it comes from a form or a chat; the completion rate is not. Questions asked one at a time in WhatsApp get answered. These templates ask them well, confirm what was collected, and keep the sensitive items on a secure form where they belong.
Quick answer
Templates for conversational intake: an opener that explains why you are asking, one-question-at-a-time patterns for booking, delivery and service details, before-you-arrive questions, photo and document requests, a secure-form link for sensitive data (medical history, ID, payment), consent lines for reminders and for the assistant, a confirmation message that reads back everything collected, a correction reply, and a nudge for unanswered questions. An AI agent runs these after booking or at enquiry and stores the answers on the lead; sensitive categories go to the form. ReplyKit attaches the answers to the customer's record.
Opening and asking
Opener
To get everything ready for you, I have {three} quick questions. First: {question}?
Booking details
Which service would you like? / Which day and time suit you best? / Is this for you or someone else? / Any preferences ({stylist / room / language})?
Delivery details
What's the delivery address, including postcode? / Is there a safe place or a buzzer code? / Which day works, and morning or afternoon? / A contact number for the driver?
Service details
What's the problem in a sentence? / When did it start? / Which {model / room / area}? / Could you send a photo?
Before you arrive
Two things before your visit: do you have any {allergies / medical conditions we should know about in general terms}? And how did you hear about us?
Copy these into your quick replies or paste them into your AI agent's knowledge base as examples of tone; the agent then writes its own versions in the customer's language. Replace the curly-bracket fields. One question per message; wait for the answer.
Photos, documents and secure forms
Photo request
Could you send a photo of {the item / the label / the area}? Two angles if possible, in good light. It helps us {quote accurately / prepare the right parts}.
Document request
Please send {document} as a photo or PDF here. We need it for {reason} and it's kept only {retention}.
Secure form for sensitive data
For {medical history / ID / card details} we use a secure form rather than chat, to keep it private: {link}. It takes about {n} minutes. Let me know when it's done and I'll confirm everything's received.
Signature or waiver
Please read and sign the {waiver / agreement} here: {link}. You'll get a copy by email. Reply here if anything in it is unclear.
What goes on the form rather than the chat is set out in intake forms on WhatsApp and the data rules in GDPR and AI agents.
Consent and confirmation
Consent to reminders
Would you like a reminder on WhatsApp the day before? Reply YES and we'll send one; you can stop any time by replying STOP.
Assistant disclosure
I'm {business}'s assistant; I'll collect these details and a person will see them before your {visit / delivery}. If you'd rather give them to a person directly, just say so.
Confirmation read-back
Here's what I have: {service} on {day} at {time}; {details}; {preferences}. Is that all correct? Reply YES or tell me what to change.
Correction
Updated: {field} is now {value}. Everything else stays the same. Anything else to change?
Nudge for incomplete intake
Hi {name}, one thing still missing for {visit / delivery} on {date}: {question}. Reply whenever convenient and we're all set.
Consent rules are in consent rules for businesses.
Frequently asked questions
Can an AI agent collect customer details?
Yes, one question at a time, storing the answers on the lead and reading them back for confirmation.
What should never be collected in the chat?
Medical history, ID numbers, payment details, insurance and anything your regulator requires on a signed form. Send a secure-form link.
How many questions is too many?
More than six in one go. Ask the essentials now and the rest in the reminder.
Should I read the details back?
Always. It catches errors and gives the customer a record.
Collected in conversation, confirmed, attached to the record
Intake questions asked by the agent, sensitive data kept on a secure form. 7-day free trial, no card.
Sources and further reading
- WhatsApp Business Messaging Policy · opt-in, opt-out and prohibited-use rules every business must follow
- Harvard Business Review, The Short Life of Online Sales Leads (Oldroyd, McElheran, Elkington, 2011) · firms that responded within an hour were about seven times more likely to qualify the lead
ReplyKit is an independent product and is not affiliated with or endorsed by Meta or WhatsApp. This article is general guidance for running a small business, not legal, financial or regulatory advice.