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How to send WhatsApp messages automatically with workflows

In Automation › Workflows, create a workflow, choose the trigger, and add the WhatsApp action. Pick the sending number and an approved template (or a free-form message if the 24-hour window is open), then save and publish.

Updated on

Before you start

  • WhatsApp must be connected in Settings › WhatsApp with a connected status.
  • To start conversations, you need templates with Active status.
  • You need permission to create and publish workflows.
Where to find it

Automation › Workflows › Create Workflow › WhatsApp action

Step by step

Send a WhatsApp message in a workflow

  1. Open Automation › Workflows, click Create Workflow, and choose Start from Scratch.
  2. Click Add New Trigger and choose when the workflow starts (for example, Contact Created or Customer Replied).
  3. If you use Customer Replied, add the filter Reply Channel = WhatsApp so it only reacts to WhatsApp messages. Save the trigger.
  4. Click +, search for WhatsApp, and add the action.
  5. In From Number, choose the WhatsApp number the message will be sent from.
  6. In WhatsApp Template, choose an approved template. Only use None – Free form message when the customer has messaged you in the last 24 hours.
  7. Optional: turn on the action's branches to react to the result, for example Undelivered (the message failed) or Timeout (the customer didn't reply in time).
  8. Click Save Action, switch the workflow to Publish, and click Save.

Wait for the customer's reply

  1. After the WhatsApp action with the template, click + and choose Wait.
  2. In Wait for, choose Contact Reply, and in Reply to, choose WhatsApp. Save.
  3. Next, add another WhatsApp action with None – Free form message: since the customer replied, the 24-hour window is open.
  4. Save and publish.

Stop sending when the customer asks

  1. Create a workflow with the Customer Replied trigger.
  2. Add the filters Reply Channel = WhatsApp and Contains Phrase = STOP (or whatever word you use). Save.
  3. Add the Enable/Disable DND action.
  4. Choose Enable DND for specific channels › WhatsApp (or for all channels) and save.
  5. Publish the workflow.

Tips

  • Use the WhatsApp: Customer Service Window Check action before sending free-form messages: send free-form text in the open branch and a template in the closed branch.
  • You can combine WhatsApp with email and text messages in the same workflow.
  • The sending number is set in each workflow. Double-check it when you copy a workflow.

Common problems

  • My number isn't in the sending list → Only numbers with a connected status are shown. Check the status in Settings › WhatsApp and reconnect the number if needed.
  • The workflow's free-form message fails → The customer hasn't messaged you in the last 24 hours. Use an approved template, or add the customer service window check before sending.
  • The message went out from the wrong number → Edit the WhatsApp action, choose the right number in From Number, and publish again.
  • The "Wait" step never moves on → The workflow is waiting for a reply that matches what you set up. Add a maximum wait time or an alternative branch.

Frequently asked questions

Can I use workflows to message customers outside the 24 hours?

Yes, as long as you use an approved template.

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