# Workflow Action - WhatsApp

> TABLE OF CONTENTS Overview Action Name Action Description Action Details Example Overview The WhatsApp action allows you to send WhatsApp messages…

- Source: https://docs.ghlcustomercare.com/docs/workflows/communication-workflow-actions/workflow-action-whatsapp
- Section: Workflows / Communication Workflow Actions
- Reading time: 2 min
- Images: 1, each explained below

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**TABLE OF CONTENTS**

-   [Overview](#overview)
-   [Action Name](#action-name)
-   [Action Description](#action-description)
-   [Action Details](#action-details)
-   [Example](#example)

## Overview

The WhatsApp action allows you to send WhatsApp messages directly from a workflow. This feature is useful for creating dynamic, real-time communication with your customers through whatsapp. You can send manual messages or use pre-approved templates.

## Action Name

WhatsApp

## Action Description

The **WhatsApp Send Message** action enables the automatic sending of messages to customers via WhatsApp based on workflow triggers. This action can be configured to send free-form text messages within the 24-hour messaging window or pre-approved templates to initiate conversations outside the window. Particularly useful for reaching your audience, whether you're following up on inquiries, sending appointment confirmations, or delivering promotional content.

**Key Features:**

-   Send real-time WhatsApp messages directly from a workflow.
-   Use pre-approved templates for messages outside the 24-hour window.
-   Customize messages with dynamic variables (e.g., contact name, email).
-   Support for both business-initiated and customer-initiated conversations.

## Action Details

**Step-by-Step Guide  
**

1.  **Prerequisites:**
    
    -   Ensure that WhatsApp is enabled and set up on your GHL Customer Care account. For business-initiated conversations, ensure that you have approved WhatsApp message templates. You can refer to the [WhatsApp Subaccount Setup](https://docs.ghlcustomercare.com/docs/reselling-products/whatsapp/how-to-set-up-whatsapp-for-a-sub-account) and [How to Create a WhatsApp Template](https://docs.ghlcustomercare.com/docs/reselling-products/whatsapp/how-to-create-a-whatsapp-template) for more information.
2.  **Choose the Action Type:**
    
    -   In your workflow builder, select "WhatsApp" from the list of available actions.
3.  **Name Your Action:**
    
    -   Give the action a descriptive name, such as "Customer replied."
4.  **Select Message Type:**
    
    -   **WhatsApp Template:** Choose a pre-approved template to send messages outside the 24-hour window.
5.  **Save and Activate:**
    
    -   Save your action and activate the workflow to send WhatsApp messages to your contacts based on the defined triggers.

![Action Details (image 1 of 1)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155033136825/original/gUsOUMDa1828kR5I1lxHgN1A16YjZ8Bkzg.png)

**Action Details (image 1 of 1)**

This screenshot appears in the "Action Details" section of "Workflow Action - WhatsApp". The text alongside this image reads: Prerequisites: Choose the Action Type: Name Your Action: Select Message Type: Save and Activate. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: Free Entry Point Conversations: Customers responding to a WhatsApp message open a Free Entry Point conversation, which allows you to send free-form or template messages for up to 72 hours at no additional cost. Do Not Disturb (DND): You….
- What to fill in: Prerequisites: Choose the Action Type: Name Your Action: Select Message Type: Save and Activate:
- Fields: Prerequisites:, Name Your Action:
- Controls: Step-by-Step Guide
- Next: Free Entry Point Conversations: Customers responding to a WhatsApp message open a Free Entry Point conversation, which allows you to send free-form or template messages for up to 72 hours at no additional cost. Do Not Disturb (DND): You can set up DND for WhatsApp to manage customer communication preferences and respect those who opt out.

Example values (illustrative, not read from the screenshot):

- Name Your Action:: Priya Raman

Full procedure:

1. Prerequisites:
2. Choose the Action Type:
3. Name Your Action:
4. Select Message Type:
5. Save and Activate:

##### **Key Notes:**

-   **Free Entry Point Conversations:** Customers responding to a WhatsApp message open a Free Entry Point conversation, which allows you to send free-form or template messages for up to 72 hours at no additional cost.
-   **Do Not Disturb (DND):** You can set up DND for WhatsApp to manage customer communication preferences and respect those who opt out.

## Example

**Scenario:** A business wants to send appointment reminders via WhatsApp 24 hours before a scheduled meeting.

**Workflow Setup:**

-   **Trigger:** Appointment Reminder
-   **Action:**WhatsApp Send Message
    -   **Name:** "Send WhatsApp Appointment Reminder"
    -   **Message Type:** Template - Appointment Reminder
    -   **Template Content:** "Hi {{contact.first\_name}}, this is a reminder for your appointment scheduled on {{appointment.date}}."

**Outcome:** The contact will automatically receive a personalized WhatsApp message reminding them about their upcoming appointment.

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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com