Send WhatsApp Messages from Workflows

Overview

The WhatsApp action enables you to automatically send messages to contacts through WhatsApp directly from your CRM workflows. This allows for timely, personalized communication, whether you're sending reminders, follow-ups, or promotional content.

Action Details

Prerequisites

Before using this action, ensure WhatsApp is properly configured in your CRM account. For messages sent outside the standard 24-hour messaging window, you must use pre-approved WhatsApp templates.

Configuring the Action

To add a WhatsApp message to your workflow:

1. In your workflow builder, select WhatsApp from the available actions list
2. Provide a descriptive name for the action
3. Choose your message type:
   • Free-form message: For conversations within the 24-hour window
   • WhatsApp template: For messages outside the 24-hour window using pre-approved templates
4. Compose your message content, using dynamic variables like {{contact.first_name}} for personalization
5. Save and activate your workflow

Key Features

• Send real-time WhatsApp messages automatically based on workflow triggers
• Use dynamic variables to personalize message content
• Support for both business-initiated and customer-initiated conversations
• Free Entry Point conversations allow extended messaging for up to 72 hours after customer response
• Respect customer preferences with Do Not Disturb (DND) settings

Example Use Case

A healthcare clinic sets up a workflow to send appointment reminders:

• Trigger: Appointment reminder 24 hours before scheduled time
• Action: WhatsApp Send Message
• Message Type: Appointment Reminder template
• Content: "Hi {{contact.first_name}}, this is a reminder for your appointment scheduled on {{appointment.date}}."

When triggered, the workflow automatically sends a personalized WhatsApp message to the patient, reducing no-shows and improving customer experience.