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WhatsApp - Workflow Integration

WhatsApp Workflow Automation In this article, we will discuss how WhatsApp can be integrated to create automated workflows in the CRM. Table of Contents…

5 min read1,127 words22 explained imagesUpdated Tue, 30 Jun at 7:10 AM
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WhatsApp Workflow Automation

In this article, we will discuss how WhatsApp can be integrated to create automated workflows in the CRM.

Table of Contents

How to Create an Automation Workflow

Video 1 Open in a new tab

Automating WhatsApp Responses with Workflow Automation

1

Create a New Workflow

  • Navigate to Automations → Create Workflow.
  • Select "Start from Scratch" to build a custom automation.
WhatsApp Workflow Automation (image 1 of 22) What this shows How to Create an Automation Workflow What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Create an Automation Workflow. For context, this section explains: WhatsApp Workflow Automation In this article, we will discuss how WhatsApp can be integrated to create automated workflows in the CRM. Immediately after, the guide continues: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to…. Image 1 of 22 What this coversHow to Create an Automation Workflow
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
2

Set Up a Trigger

Click Add New Trigger and search for "Customer Replied".

WhatsApp Workflow Automation (image 2 of 22) What this shows How to Create an Automation Workflow What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Create an Automation Workflow. For context, this section explains: WhatsApp Workflow Automation In this article, we will discuss how WhatsApp can be integrated to create automated workflows in the CRM. Immediately after, the guide continues: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to…. Image 2 of 22 What this coversHow to Create an Automation Workflow
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
3

Apply WhatsApp-Specific Filters

Add a filter: Reply Channel → Select WhatsApp to ensure this automation applies only to WhatsApp responses.

WhatsApp Workflow Automation (image 3 of 22) What this shows How to Create an Automation Workflow What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Create an Automation Workflow. For context, this section explains: WhatsApp Workflow Automation In this article, we will discuss how WhatsApp can be integrated to create automated workflows in the CRM. Immediately after, the guide continues: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to…. Image 3 of 22 What this coversHow to Create an Automation Workflow
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
4

Define an Automated Action

  • Click the + (plus) button to add an action.
  • Choose WhatsApp as the action type.
WhatsApp Workflow Automation (image 4 of 22) What this shows How to Create an Automation Workflow What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Create an Automation Workflow. For context, this section explains: WhatsApp Workflow Automation In this article, we will discuss how WhatsApp can be integrated to create automated workflows in the CRM. Immediately after, the guide continues: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to…. Image 4 of 22 What this coversHow to Create an Automation Workflow
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
5

Enable Smart Branching (Optional)

When using WhatsApp flows or templates with buttons, enabling branches provides powerful logic:

✓Flow Completed — Fires when a user completes the WhatsApp flow
✓Undelivered — Triggers if the message fails (e.g., user is unreachable)
✓Timeout — Activates when the user doesn't respond in time

Use this to send fallback messages, alerts, or next steps based on the customer's behavior.

WhatsApp Workflow Automation (image 5 of 22) What this shows How to Create an Automation Workflow What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Create an Automation Workflow. For context, this section explains: WhatsApp Workflow Automation In this article, we will discuss how WhatsApp can be integrated to create automated workflows in the CRM. Immediately after, the guide continues: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to…. Image 5 of 22 What this coversHow to Create an Automation Workflow
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
6

Save & Activate the Workflow

Click Save Action → Publish → Save to activate your workflow.

WhatsApp Workflow Automation (image 6 of 22) What this shows How to Create an Automation Workflow What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Create an Automation Workflow. For context, this section explains: WhatsApp Workflow Automation In this article, we will discuss how WhatsApp can be integrated to create automated workflows in the CRM. Immediately after, the guide continues: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to…. Image 6 of 22 What this coversHow to Create an Automation Workflow
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
 
Note: You can also send pre-approved WhatsApp message templates instead of manual text for standardized messaging.

By automating responses, you can ensure timely and professional communication with your customers while optimizing your business operations.

How to Select the From Phone Number for Sending WhatsApp Messages

Note: Only phone numbers which have connected status will be available for selection under the dropdown.
1

Add an Action in the Workflow

Tap the "+" icon in the workflow to add a new action.

WhatsApp Workflow Automation (image 7 of 22) What this shows Automating WhatsApp Responses with Workflow Automation 1 Create a New Workflow 2 Set Up a Trigger Click Add New Trigger and search for… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: Automating WhatsApp Responses with Workflow Automation 1 Create a New Workflow 2 Set Up a Trigger Click Add New Trigger and search for "Customer Replied". 3 Apply WhatsApp-Specific Filters Add a filter: Reply Channel → Select WhatsApp to ensure this automation applies only to WhatsApp responses. 4…. Immediately after, the guide continues: How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within…. Image 7 of 22 What to chooseAutomating WhatsApp Responses with Workflow Automation 1 Create a New Workflow 2 Set Up a Trigger Click Add New Trigger and search for "Customer Replied". 3 Apply WhatsApp-Specific Filters Add a filter: Reply Channel → Select WhatsApp to ensure this automation applies only to WhatsApp responses. 4 Define an Automated Action 5 Enable Smart Branching (Optional) When using WhatsApp flows or templates with buttons, enabling branches provides powerful logic: ✓ Flow Completed — Fires when a user completes the WhatsApp flow ✓ Undelivered — Triggers if the message fails (e.g., user is unreachable) ✓ Timeout — Activates when the user doesn't respond in time Use this to send fallback messages, alerts, or next steps based on the customer's behavior. 6 Save & Activate the Workflow Click Save Action → Publish → Save to activate your workflow. Note: You can also send pre-approved WhatsApp message templates instead of manual text for standardized messaging. By automating responses, you can ensure timely and professional communication with your customers while optimizing your business operations.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger and search Contact Created 4 Click on the plus button to add an action > Select WhatsApp 5 Select Whatsapp Template > Select the template that you wish to send 6 Click on + button > Select Wait 7 WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action 8 Select the + button > Action Name: WhatsApp > Select WhatsApp Template: None - Manual Text Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations window is opened since the customer replied to you. 9 Save Action and Publish the Automation and click Save
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
2

Select WhatsApp as the Action Type

  • In the Action section, search for "WhatsApp".
  • Click on WhatsApp to proceed.
WhatsApp Workflow Automation (image 8 of 22) What this shows Automating WhatsApp Responses with Workflow Automation 1 Create a New Workflow 2 Set Up a Trigger Click Add New Trigger and search for… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: Automating WhatsApp Responses with Workflow Automation 1 Create a New Workflow 2 Set Up a Trigger Click Add New Trigger and search for "Customer Replied". 3 Apply WhatsApp-Specific Filters Add a filter: Reply Channel → Select WhatsApp to ensure this automation applies only to WhatsApp responses. 4…. Immediately after, the guide continues: How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within…. Image 8 of 22 What to chooseAutomating WhatsApp Responses with Workflow Automation 1 Create a New Workflow 2 Set Up a Trigger Click Add New Trigger and search for "Customer Replied". 3 Apply WhatsApp-Specific Filters Add a filter: Reply Channel → Select WhatsApp to ensure this automation applies only to WhatsApp responses. 4 Define an Automated Action 5 Enable Smart Branching (Optional) When using WhatsApp flows or templates with buttons, enabling branches provides powerful logic: ✓ Flow Completed — Fires when a user completes the WhatsApp flow ✓ Undelivered — Triggers if the message fails (e.g., user is unreachable) ✓ Timeout — Activates when the user doesn't respond in time Use this to send fallback messages, alerts, or next steps based on the customer's behavior. 6 Save & Activate the Workflow Click Save Action → Publish → Save to activate your workflow. Note: You can also send pre-approved WhatsApp message templates instead of manual text for standardized messaging. By automating responses, you can ensure timely and professional communication with your customers while optimizing your business operations.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger and search Contact Created 4 Click on the plus button to add an action > Select WhatsApp 5 Select Whatsapp Template > Select the template that you wish to send 6 Click on + button > Select Wait 7 WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action 8 Select the + button > Action Name: WhatsApp > Select WhatsApp Template: None - Manual Text Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations window is opened since the customer replied to you. 9 Save Action and Publish the Automation and click Save
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
3

Choose the Sending Phone Number

From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.

WhatsApp Workflow Automation (image 9 of 22) What this shows Automating WhatsApp Responses with Workflow Automation 1 Create a New Workflow 2 Set Up a Trigger Click Add New Trigger and search for… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: Automating WhatsApp Responses with Workflow Automation 1 Create a New Workflow 2 Set Up a Trigger Click Add New Trigger and search for "Customer Replied". 3 Apply WhatsApp-Specific Filters Add a filter: Reply Channel → Select WhatsApp to ensure this automation applies only to WhatsApp responses. 4…. Immediately after, the guide continues: How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within…. Image 9 of 22 What to chooseAutomating WhatsApp Responses with Workflow Automation 1 Create a New Workflow 2 Set Up a Trigger Click Add New Trigger and search for "Customer Replied". 3 Apply WhatsApp-Specific Filters Add a filter: Reply Channel → Select WhatsApp to ensure this automation applies only to WhatsApp responses. 4 Define an Automated Action 5 Enable Smart Branching (Optional) When using WhatsApp flows or templates with buttons, enabling branches provides powerful logic: ✓ Flow Completed — Fires when a user completes the WhatsApp flow ✓ Undelivered — Triggers if the message fails (e.g., user is unreachable) ✓ Timeout — Activates when the user doesn't respond in time Use this to send fallback messages, alerts, or next steps based on the customer's behavior. 6 Save & Activate the Workflow Click Save Action → Publish → Save to activate your workflow. Note: You can also send pre-approved WhatsApp message templates instead of manual text for standardized messaging. By automating responses, you can ensure timely and professional communication with your customers while optimizing your business operations.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger and search Contact Created 4 Click on the plus button to add an action > Select WhatsApp 5 Select Whatsapp Template > Select the template that you wish to send 6 Click on + button > Select Wait 7 WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action 8 Select the + button > Action Name: WhatsApp > Select WhatsApp Template: None - Manual Text Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations window is opened since the customer replied to you. 9 Save Action and Publish the Automation and click Save
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.

How to Configure Wait for WhatsApp Contact Reply

You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows.

1

Go to Automations > Workflows > Create Workflow > Start from Scratch

WhatsApp Workflow Automation (image 10 of 22) What this shows How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3…. Immediately after, the guide continues: How to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage…. Image 10 of 22 What to fill inHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger > Customer Replied 3 Select Add Filters > Reply Channel > WhatsApp and Contains Phrase > STOP and Save Trigger 4 Select + button > Search DND > Select Enable/Disable DND 5 Select Enable DND for specific channels > Channels: WhatsApp > Save Action Note: You can enable DND for all channels by selecting Enable DND for all channels.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
2

Select Add New Trigger and search Contact Created

WhatsApp Workflow Automation (image 11 of 22) What this shows How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3…. Immediately after, the guide continues: How to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage…. Image 11 of 22 What to fill inHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger > Customer Replied 3 Select Add Filters > Reply Channel > WhatsApp and Contains Phrase > STOP and Save Trigger 4 Select + button > Search DND > Select Enable/Disable DND 5 Select Enable DND for specific channels > Channels: WhatsApp > Save Action Note: You can enable DND for all channels by selecting Enable DND for all channels.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
4

Click on the plus button to add an action > Select WhatsApp

WhatsApp Workflow Automation (image 12 of 22) What this shows How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3…. Immediately after, the guide continues: How to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage…. Image 12 of 22 What to fill inHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger > Customer Replied 3 Select Add Filters > Reply Channel > WhatsApp and Contains Phrase > STOP and Save Trigger 4 Select + button > Search DND > Select Enable/Disable DND 5 Select Enable DND for specific channels > Channels: WhatsApp > Save Action Note: You can enable DND for all channels by selecting Enable DND for all channels.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
5

Select Whatsapp Template > Select the template that you wish to send

WhatsApp Workflow Automation (image 13 of 22) What this shows How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3…. Immediately after, the guide continues: How to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage…. Image 13 of 22 What to fill inHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger > Customer Replied 3 Select Add Filters > Reply Channel > WhatsApp and Contains Phrase > STOP and Save Trigger 4 Select + button > Search DND > Select Enable/Disable DND 5 Select Enable DND for specific channels > Channels: WhatsApp > Save Action Note: You can enable DND for all channels by selecting Enable DND for all channels.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
6

Click on + button > Select Wait

WhatsApp Workflow Automation (image 14 of 22) What this shows How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3…. Immediately after, the guide continues: How to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage…. Image 14 of 22 What to fill inHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger > Customer Replied 3 Select Add Filters > Reply Channel > WhatsApp and Contains Phrase > STOP and Save Trigger 4 Select + button > Search DND > Select Enable/Disable DND 5 Select Enable DND for specific channels > Channels: WhatsApp > Save Action Note: You can enable DND for all channels by selecting Enable DND for all channels.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
7

WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action

WhatsApp Workflow Automation (image 15 of 22) What this shows How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3…. Immediately after, the guide continues: How to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage…. Image 15 of 22 What to fill inHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger > Customer Replied 3 Select Add Filters > Reply Channel > WhatsApp and Contains Phrase > STOP and Save Trigger 4 Select + button > Search DND > Select Enable/Disable DND 5 Select Enable DND for specific channels > Channels: WhatsApp > Save Action Note: You can enable DND for all channels by selecting Enable DND for all channels.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
8

Select the + button > Action Name: WhatsApp > Select WhatsApp Template: None - Manual Text

Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations window is opened since the customer replied to you.
WhatsApp Workflow Automation (image 16 of 22) What this shows How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3…. Immediately after, the guide continues: How to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage…. Image 16 of 22 What to fill inHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger > Customer Replied 3 Select Add Filters > Reply Channel > WhatsApp and Contains Phrase > STOP and Save Trigger 4 Select + button > Search DND > Select Enable/Disable DND 5 Select Enable DND for specific channels > Channels: WhatsApp > Save Action Note: You can enable DND for all channels by selecting Enable DND for all channels.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
9

Save Action and Publish the Automation and click Save

WhatsApp Workflow Automation (image 17 of 22) What this shows How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3…. Immediately after, the guide continues: How to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage…. Image 17 of 22 What to fill inHow to Select the From Phone Number for Sending WhatsApp Messages Note: Only phone numbers which have connected status will be available for selection under the dropdown. 1 Add an Action in the Workflow Tap the "+" icon in the workflow to add a new action. 2 Select WhatsApp as the Action Type 3 Choose the Sending Phone Number From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepHow to Configure Do Not Disturb (DND) for WhatsApp Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger > Customer Replied 3 Select Add Filters > Reply Channel > WhatsApp and Contains Phrase > STOP and Save Trigger 4 Select + button > Search DND > Select Enable/Disable DND 5 Select Enable DND for specific channels > Channels: WhatsApp > Save Action Note: You can enable DND for all channels by selecting Enable DND for all channels.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.

How to Configure Do Not Disturb (DND) for WhatsApp

Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively.

1

Go to Automations > Workflows > Create Workflow > Start from Scratch

WhatsApp Workflow Automation (image 18 of 22) What this shows How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows >…. The navigation path used here is Automations > Workflows > Create Workflow > Start. Immediately after, the guide continues: 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. This gives you control over whether you want to…. Path: Automations > Workflows > Create Workflow > StartImage 18 of 22 What to chooseHow to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger and search Contact Created 4 Click on the plus button to add an action > Select WhatsApp 5 Select Whatsapp Template > Select the template that you wish to send 6 Click on + button > Select Wait 7 WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action 8 Select the + button > Action Name: WhatsApp > Select WhatsApp Template: None - Manual Text Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations window is opened since the customer replied to you. 9 Save Action and Publish the Automation and click Save
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepFrequently 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. This gives you control over whether you want to prevent the customer from receiving communications across all methods or just on the particular channel where they requested to be left alone. What's the difference between "None - Manual Text" and selecting a template when sending WhatsApp messages in workflows? "None - Manual Text" lets you write a free-form message within the 24-hour window. Selecting a template is for sending pre-approved messages, which is useful for starting conversations outside of the 24-hour window or for specific marketing or support purposes. Can I create workflows that combine WhatsApp with other channels like SMS or Email? Yes. Workflows are flexible, allowing you to combine WhatsApp with other communication channels to create comprehensive automation sequences. Can I use WhatsApp workflow automation to send messages outside the 24-hour window? Yes, you can use approved WhatsApp templates after the initial 24-hour window for outreach or follow-up messages. Keep in mind that these template-based messages will incur additional charges. What's a 'Free Entry Point Conversation' and how is it different from a regular conversation? What happens if a customer replies with something other than what I've configured for the 'Wait for WhatsApp Reply' step? The workflow will continue to wait until they send a reply that matches what you've set up. If you want to handle unexpected responses, consider adding additional branches to your workflow with alternative conditions. How do I select the contact number for sending WhatsApp messages? You can select the contact number by following these steps: Why don't I see my phone number in the dropdown list? Only phone numbers connected under the Phone Number tab will appear in the dropdown. Ensure that your WhatsApp number is correctly linked in this section. Can I add multiple phone numbers for WhatsApp messaging? Yes, if you have multiple WhatsApp numbers connected, you can select the preferred number from the dropdown list when setting up the workflow. What happens if I select the wrong phone number? If you select an incorrect number, the messages will be sent from that number. To fix this, edit the workflow and choose the correct phone number. Do I need to configure this setting for every workflow? Yes, each workflow requires you to manually select the sending phone number to ensure messages are sent from the correct source.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
2

Select Add New Trigger > Customer Replied

WhatsApp Workflow Automation (image 19 of 22) What this shows How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows >…. The navigation path used here is Automations > Workflows > Create Workflow > Start. Immediately after, the guide continues: 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. This gives you control over whether you want to…. Path: Automations > Workflows > Create Workflow > StartImage 19 of 22 What to chooseHow to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger and search Contact Created 4 Click on the plus button to add an action > Select WhatsApp 5 Select Whatsapp Template > Select the template that you wish to send 6 Click on + button > Select Wait 7 WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action 8 Select the + button > Action Name: WhatsApp > Select WhatsApp Template: None - Manual Text Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations window is opened since the customer replied to you. 9 Save Action and Publish the Automation and click Save
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepFrequently 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. This gives you control over whether you want to prevent the customer from receiving communications across all methods or just on the particular channel where they requested to be left alone. What's the difference between "None - Manual Text" and selecting a template when sending WhatsApp messages in workflows? "None - Manual Text" lets you write a free-form message within the 24-hour window. Selecting a template is for sending pre-approved messages, which is useful for starting conversations outside of the 24-hour window or for specific marketing or support purposes. Can I create workflows that combine WhatsApp with other channels like SMS or Email? Yes. Workflows are flexible, allowing you to combine WhatsApp with other communication channels to create comprehensive automation sequences. Can I use WhatsApp workflow automation to send messages outside the 24-hour window? Yes, you can use approved WhatsApp templates after the initial 24-hour window for outreach or follow-up messages. Keep in mind that these template-based messages will incur additional charges. What's a 'Free Entry Point Conversation' and how is it different from a regular conversation? What happens if a customer replies with something other than what I've configured for the 'Wait for WhatsApp Reply' step? The workflow will continue to wait until they send a reply that matches what you've set up. If you want to handle unexpected responses, consider adding additional branches to your workflow with alternative conditions. How do I select the contact number for sending WhatsApp messages? You can select the contact number by following these steps: Why don't I see my phone number in the dropdown list? Only phone numbers connected under the Phone Number tab will appear in the dropdown. Ensure that your WhatsApp number is correctly linked in this section. Can I add multiple phone numbers for WhatsApp messaging? Yes, if you have multiple WhatsApp numbers connected, you can select the preferred number from the dropdown list when setting up the workflow. What happens if I select the wrong phone number? If you select an incorrect number, the messages will be sent from that number. To fix this, edit the workflow and choose the correct phone number. Do I need to configure this setting for every workflow? Yes, each workflow requires you to manually select the sending phone number to ensure messages are sent from the correct source.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
3

Select Add Filters > Reply Channel > WhatsApp and Contains Phrase > STOP and Save Trigger

WhatsApp Workflow Automation (image 20 of 22) What this shows How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows >…. The navigation path used here is Automations > Workflows > Create Workflow > Start. Immediately after, the guide continues: 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. This gives you control over whether you want to…. Path: Automations > Workflows > Create Workflow > StartImage 20 of 22 What to chooseHow to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger and search Contact Created 4 Click on the plus button to add an action > Select WhatsApp 5 Select Whatsapp Template > Select the template that you wish to send 6 Click on + button > Select Wait 7 WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action 8 Select the + button > Action Name: WhatsApp > Select WhatsApp Template: None - Manual Text Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations window is opened since the customer replied to you. 9 Save Action and Publish the Automation and click Save
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepFrequently 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. This gives you control over whether you want to prevent the customer from receiving communications across all methods or just on the particular channel where they requested to be left alone. What's the difference between "None - Manual Text" and selecting a template when sending WhatsApp messages in workflows? "None - Manual Text" lets you write a free-form message within the 24-hour window. Selecting a template is for sending pre-approved messages, which is useful for starting conversations outside of the 24-hour window or for specific marketing or support purposes. Can I create workflows that combine WhatsApp with other channels like SMS or Email? Yes. Workflows are flexible, allowing you to combine WhatsApp with other communication channels to create comprehensive automation sequences. Can I use WhatsApp workflow automation to send messages outside the 24-hour window? Yes, you can use approved WhatsApp templates after the initial 24-hour window for outreach or follow-up messages. Keep in mind that these template-based messages will incur additional charges. What's a 'Free Entry Point Conversation' and how is it different from a regular conversation? What happens if a customer replies with something other than what I've configured for the 'Wait for WhatsApp Reply' step? The workflow will continue to wait until they send a reply that matches what you've set up. If you want to handle unexpected responses, consider adding additional branches to your workflow with alternative conditions. How do I select the contact number for sending WhatsApp messages? You can select the contact number by following these steps: Why don't I see my phone number in the dropdown list? Only phone numbers connected under the Phone Number tab will appear in the dropdown. Ensure that your WhatsApp number is correctly linked in this section. Can I add multiple phone numbers for WhatsApp messaging? Yes, if you have multiple WhatsApp numbers connected, you can select the preferred number from the dropdown list when setting up the workflow. What happens if I select the wrong phone number? If you select an incorrect number, the messages will be sent from that number. To fix this, edit the workflow and choose the correct phone number. Do I need to configure this setting for every workflow? Yes, each workflow requires you to manually select the sending phone number to ensure messages are sent from the correct source.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
4

Select + button > Search DND > Select Enable/Disable DND

WhatsApp Workflow Automation (image 21 of 22) What this shows How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows >…. The navigation path used here is Automations > Workflows > Create Workflow > Start. Immediately after, the guide continues: 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. This gives you control over whether you want to…. Path: Automations > Workflows > Create Workflow > StartImage 21 of 22 What to chooseHow to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger and search Contact Created 4 Click on the plus button to add an action > Select WhatsApp 5 Select Whatsapp Template > Select the template that you wish to send 6 Click on + button > Select Wait 7 WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action 8 Select the + button > Action Name: WhatsApp > Select WhatsApp Template: None - Manual Text Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations window is opened since the customer replied to you. 9 Save Action and Publish the Automation and click Save
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepFrequently 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. This gives you control over whether you want to prevent the customer from receiving communications across all methods or just on the particular channel where they requested to be left alone. What's the difference between "None - Manual Text" and selecting a template when sending WhatsApp messages in workflows? "None - Manual Text" lets you write a free-form message within the 24-hour window. Selecting a template is for sending pre-approved messages, which is useful for starting conversations outside of the 24-hour window or for specific marketing or support purposes. Can I create workflows that combine WhatsApp with other channels like SMS or Email? Yes. Workflows are flexible, allowing you to combine WhatsApp with other communication channels to create comprehensive automation sequences. Can I use WhatsApp workflow automation to send messages outside the 24-hour window? Yes, you can use approved WhatsApp templates after the initial 24-hour window for outreach or follow-up messages. Keep in mind that these template-based messages will incur additional charges. What's a 'Free Entry Point Conversation' and how is it different from a regular conversation? What happens if a customer replies with something other than what I've configured for the 'Wait for WhatsApp Reply' step? The workflow will continue to wait until they send a reply that matches what you've set up. If you want to handle unexpected responses, consider adding additional branches to your workflow with alternative conditions. How do I select the contact number for sending WhatsApp messages? You can select the contact number by following these steps: Why don't I see my phone number in the dropdown list? Only phone numbers connected under the Phone Number tab will appear in the dropdown. Ensure that your WhatsApp number is correctly linked in this section. Can I add multiple phone numbers for WhatsApp messaging? Yes, if you have multiple WhatsApp numbers connected, you can select the preferred number from the dropdown list when setting up the workflow. What happens if I select the wrong phone number? If you select an incorrect number, the messages will be sent from that number. To fix this, edit the workflow and choose the correct phone number. Do I need to configure this setting for every workflow? Yes, each workflow requires you to manually select the sending phone number to ensure messages are sent from the correct source.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.
5

Select Enable DND for specific channels > Channels: WhatsApp > Save Action

Note: You can enable DND for all channels by selecting Enable DND for all channels.
WhatsApp Workflow Automation (image 22 of 22) What this shows How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before… What this shows Illustrates the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". This screenshot appears in the "WhatsApp Workflow Automation" section of "WhatsApp - Workflow Integration". The text alongside this image reads: How to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows >…. The navigation path used here is Automations > Workflows > Create Workflow > Start. Immediately after, the guide continues: 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. This gives you control over whether you want to…. Path: Automations > Workflows > Create Workflow > StartImage 22 of 22 What to chooseHow to Configure Wait for WhatsApp Contact Reply You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows. 1 Go to Automations > Workflows > Create Workflow > Start from Scratch 2 Select Add New Trigger and search Contact Created 4 Click on the plus button to add an action > Select WhatsApp 5 Select Whatsapp Template > Select the template that you wish to send 6 Click on + button > Select Wait 7 WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action 8 Select the + button > Action Name: WhatsApp > Select WhatsApp Template: None - Manual Text Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations window is opened since the customer replied to you. 9 Save Action and Publish the Automation and click Save
Buttons and menus referenced Automations → Create Workflow"Start from Scratch"Add New Trigger"Customer Replied"Reply ChannelWhatsApp+ (plus) buttonWhatsApp flows or templates with buttonsFlow CompletedUndeliveredTimeoutSave Action
Next stepFrequently 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. This gives you control over whether you want to prevent the customer from receiving communications across all methods or just on the particular channel where they requested to be left alone. What's the difference between "None - Manual Text" and selecting a template when sending WhatsApp messages in workflows? "None - Manual Text" lets you write a free-form message within the 24-hour window. Selecting a template is for sending pre-approved messages, which is useful for starting conversations outside of the 24-hour window or for specific marketing or support purposes. Can I create workflows that combine WhatsApp with other channels like SMS or Email? Yes. Workflows are flexible, allowing you to combine WhatsApp with other communication channels to create comprehensive automation sequences. Can I use WhatsApp workflow automation to send messages outside the 24-hour window? Yes, you can use approved WhatsApp templates after the initial 24-hour window for outreach or follow-up messages. Keep in mind that these template-based messages will incur additional charges. What's a 'Free Entry Point Conversation' and how is it different from a regular conversation? What happens if a customer replies with something other than what I've configured for the 'Wait for WhatsApp Reply' step? The workflow will continue to wait until they send a reply that matches what you've set up. If you want to handle unexpected responses, consider adding additional branches to your workflow with alternative conditions. How do I select the contact number for sending WhatsApp messages? You can select the contact number by following these steps: Why don't I see my phone number in the dropdown list? Only phone numbers connected under the Phone Number tab will appear in the dropdown. Ensure that your WhatsApp number is correctly linked in this section. Can I add multiple phone numbers for WhatsApp messaging? Yes, if you have multiple WhatsApp numbers connected, you can select the preferred number from the dropdown list when setting up the workflow. What happens if I select the wrong phone number? If you select an incorrect number, the messages will be sent from that number. To fix this, edit the workflow and choose the correct phone number. Do I need to configure this setting for every workflow? Yes, each workflow requires you to manually select the sending phone number to ensure messages are sent from the correct source.
All 2 steps in this procedure
  1. Navigate to Automations → Create Workflow.
  2. Select "Start from Scratch" to build a custom automation.

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. This gives you control over whether you want to prevent the customer from receiving communications across all methods or just on the particular channel where they requested to be left alone.

What's the difference between "None - Manual Text" and selecting a template when sending WhatsApp messages in workflows?

"None - Manual Text" lets you write a free-form message within the 24-hour window. Selecting a template is for sending pre-approved messages, which is useful for starting conversations outside of the 24-hour window or for specific marketing or support purposes.

Can I create workflows that combine WhatsApp with other channels like SMS or Email?

Yes. Workflows are flexible, allowing you to combine WhatsApp with other communication channels to create comprehensive automation sequences.

Can I use WhatsApp workflow automation to send messages outside the 24-hour window?

Yes, you can use approved WhatsApp templates after the initial 24-hour window for outreach or follow-up messages. Keep in mind that these template-based messages will incur additional charges.

What's a 'Free Entry Point Conversation' and how is it different from a regular conversation?

  • Triggered when a customer clicks a "Click to WhatsApp" ad or a Facebook Call-to-Action button.
  • Lasts for 72 hours, compared to the standard 24-hour window.
  • During this extended window, you can send both free-form and template messages.

What happens if a customer replies with something other than what I've configured for the 'Wait for WhatsApp Reply' step?

The workflow will continue to wait until they send a reply that matches what you've set up. If you want to handle unexpected responses, consider adding additional branches to your workflow with alternative conditions.

How do I select the contact number for sending WhatsApp messages?

You can select the contact number by following these steps:

  1. Tap the "+" icon in the workflow to add a new action.
  2. In the Action section, search for "WhatsApp" and select it.
  3. Choose the phone number from the dropdown list.

Why don't I see my phone number in the dropdown list?

Only phone numbers connected under the Phone Number tab will appear in the dropdown. Ensure that your WhatsApp number is correctly linked in this section.

Can I add multiple phone numbers for WhatsApp messaging?

Yes, if you have multiple WhatsApp numbers connected, you can select the preferred number from the dropdown list when setting up the workflow.

What happens if I select the wrong phone number?

If you select an incorrect number, the messages will be sent from that number. To fix this, edit the workflow and choose the correct phone number.

Do I need to configure this setting for every workflow?

Yes, each workflow requires you to manually select the sending phone number to ensure messages are sent from the correct source.

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