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How to create automatic reply branches and timeouts in a workflow's WhatsApp action

In Automation › Workflows, add the WhatsApp action, pick a template with reply buttons, and turn on reply branching: the workflow creates one path per button, plus Not delivered and Timed out. Set the timeout, the wait-for-reply option, and, if needed, swap the template's file without a new approval.

Updated on

Before you start

  • WhatsApp must be connected in Settings › WhatsApp, and you need permission to create and publish workflows.
  • For reply branches, the template must be approved and include quick reply buttons. Create it in Settings › WhatsApp › Templates.
  • The action also sends free-form messages (only while the 24-hour window is open) and templates with Meta's interactive flows.
  • You don't need if/else conditions to know whether the message was delivered: the action handles that on its own.
Where to find it

Automation › Workflows › + › WhatsApp action › Branch Replies

Step by step

Set up the action with one branch per button

  1. Open Automation › Workflows, open the workflow, and click + where you want to send the message.
  2. Search for WhatsApp and add the action.
  3. Under From number, pick the WhatsApp number.
  4. Under Message type, choose Template and select an approved template with buttons (for example, "Confirm" and "Reschedule").
  5. Turn on Branch Replies. The workflow automatically creates a branch for each button, plus Not delivered and Timed out.
  6. Under Timeout, set how long to wait for a reply (for example, 2 days).
  7. If you want the workflow to pause until the customer replies, turn on Wait for reply (the clock only starts once the message is delivered).
  8. Click Save Action.

Fill in each branch

  1. On each button's branch, add what should happen (for example, "Confirm" → tag action; "Reschedule" → team notification).
  2. On the Timed out branch, add a follow-up: another template, an SMS, or a task for someone to call.
  3. On the Not delivered branch, add an alternative (email or SMS).
  4. Switch the workflow to Publish and click Save.

Swap the template's image, video, or PDF

  1. In the WhatsApp action, with the template selected, find the header file field.
  2. Paste the new file address (or upload a new one). The template stays approved; no new Meta review is needed.
  3. Click Save Action and publish.

Tips

  • To see which path each contact took (delivered, replied, timed out), open the workflow's execution history.
  • If you only want to notify the customer and not react to the reply, turn off Branch Replies: the action works as a simple notification.
  • In new workflows, always use this version of the action; avoid mixing it with older actions in the same flow.

Common problems

  • The button branches don't show up → The chosen template has no quick reply buttons, or Branch Replies is off. Pick a template with buttons and turn the option on.
  • The workflow doesn't move on even though the customer replied → The reply didn't come through a button (they typed free text). Add a follow-up on the Timed out branch or shorten the timeout.
  • The Timed out branch never fires → Wait for reply only starts counting after delivery. If the message wasn't delivered, the contact goes down the Not delivered branch.
  • I swapped the file and the customer got the old one → Save the action and republish the workflow; unpublished changes don't take effect.

Frequently asked questions

Do I need a Meta interactive flow to use templates?

Only if the template includes one. Simple templates and free-form messages work without it.

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