How to send a real WhatsApp Flow (not just a form/list) via Sunshine Conversations, with flow_token linked to a ticket?
Hi all,
We run 100% of our support through WhatsApp via Sunshine Conversations, and we'd like to send a native WhatsApp Flow (the multi-screen interactive experience from Meta, not the hosted-form message type) as a post-resolution survey — two questions: an NPS-style 0-10 score and a "was your issue resolved?" yes/no.
I found the "Flow template messages" example in the developer docs (message overrides / passthrough), where you send a WhatsApp template with a button component of sub_type "flow" and an optional flow_token:
https://developer.zendesk.com/documentation/conversations/messaging-platform/programmable-conversations/message-overrides/#flow-template-messages
My specific questions:
1. Has anyone actually gotten a Flow template message delivered end-to-end through Sunshine Conversations (not just Meta's raw Cloud API)? I saw an older community post (https://community.zendesk.com/ideas/2316) saying WhatsApp Flows "isn't available" with Sunshine — is that still accurate, or has this shipped since?
2. Does the flow_token round-trip back correctly on the completion webhook (conversation:message) so we can match the response to the ticket that triggered it?
3. Does this require the Flow to be sent strictly as an approved message template (outside the 24h window), or can it also be sent as a free-form "interactive" type "flow" message within an active session, using the same override/passthrough mechanism?
4. Any gotchas with template approval specifically for flow-enabled templates through Zendesk (vs. submitting directly via WhatsApp Manager)?
Any real implementation experience, error messages you hit, or workarounds would be hugely appreciated. Thanks!
