WhatsApp Workflow Integration

Integrate WhatsApp with your CRM's automation workflows to send automated messages, respond to customer replies, and manage communication preferences efficiently.

Creating an Automation Workflow

To build a workflow that uses WhatsApp:

1. Navigate to Automations → Create Workflow and select Start from Scratch.
2. Click Add New Trigger and search for Customer Replied.
3. Add a filter: Reply Channel → select WhatsApp to restrict the automation to WhatsApp responses.
4. Click the + button to add an action and choose WhatsApp as the action type.
5. Optionally, enable smart branching for flows or templates with buttons:
   • Flow Completed: Triggers when a user completes a WhatsApp flow.
   • Undelivered: Activates if the message fails to deliver.
   • Timeout: Fires when the user doesn't respond within a set time.
   Use these branches to send fallback messages or next steps based on customer behavior.
6. Click Save Action → Publish → Save to activate the workflow.

Note: You can send pre-approved WhatsApp message templates for standardized communication instead of manual text.

Selecting the Sending Phone Number

Only phone numbers with a connected status are available for selection.

1. Tap the + icon in the workflow to add a new action.
2. Search for WhatsApp in the Action section and select it.
3. From the dropdown menu, choose the phone number you want to use for sending WhatsApp messages.

Waiting for a Contact Reply

Send an initial WhatsApp message and pause the workflow until the contact replies, enabling more natural interactions.

1. Go to Automations → Workflows → Create Workflow → Start from Scratch.
2. Select Add New Trigger and search for Contact Created.
3. Click the + button to add an action and select WhatsApp.
4. Choose WhatsApp Template and select the template you wish to send.
5. Click the + button again and select Wait.
6. Set WAIT FOR to Contact Reply and REPLY TO to WhatsApp, then save the action.
7. Add another action: Action Name: WhatsApp, Select WhatsApp Template: None - Manual Text.
8. Save the action, publish the automation, and click Save.

Note: You can send free text messages at no additional cost within the Free Entry Point Conversations window after a customer replies.

Configuring Do Not Disturb (DND) for WhatsApp

Respect customer preferences by enabling DND based on specific actions, such as receiving "STOP".

1. Go to Automations → Workflows → Create Workflow → Start from Scratch.
2. Select Add New Trigger → Customer Replied.
3. Add filters: Reply Channel → WhatsApp and Contains Phrase → STOP, then save the trigger.
4. Click the + button, search for DND, and select Enable/Disable DND.
5. Choose Enable DND for specific channels → Channels: WhatsApp, then save the action.

Note: You can also enable DND for all channels by selecting Enable DND for all channels.

Frequently Asked Questions

Does the Do Not Disturb (DND) setting affect other communication channels or just WhatsApp?
You can configure DND to apply to all channels or just WhatsApp, giving you control over communication preferences.

What's the difference between "None - Manual Text" and selecting a template when sending WhatsApp messages?
"None - Manual Text" allows free-form messaging within the 24-hour window. Templates are pre-approved messages useful for starting conversations outside the 24-hour window or for specific purposes.

Can I create workflows that combine WhatsApp with other channels like SMS or Email?
Yes. Workflows are flexible and allow integration with multiple communication channels for comprehensive automation sequences.

Can I use WhatsApp workflow automation to send messages outside the 24-hour window?
Yes, using approved WhatsApp templates after the initial 24-hour window is possible, though these messages incur additional charges.

What's a 'Free Entry Point Conversation' and how is it different?
Triggered when a customer clicks a "Click to WhatsApp" ad or Facebook Call-to-Action button, it lasts for 72 hours instead of 24, allowing both free-form and template messages during this extended window.

What happens if a customer replies with something unexpected in the 'Wait for WhatsApp Reply' step?
The workflow waits until a matching reply is received. To handle unexpected responses, add additional branches with alternative conditions.

How do I select the contact number for sending WhatsApp messages?
Tap the + icon in the workflow to add a new action, search for WhatsApp, and select the desired phone number from the dropdown.