Workflows · 2 min read
Use WhatsApp in Workflows
Workflows can send WhatsApp messages, wait for replies, and handle opt-outs automatically.
Auto-reply to WhatsApp messages
- Go to Automation > Workflows, click Create Workflow, and choose Start from Scratch.
- Add the Customer Replied trigger with the filter Reply Channel = WhatsApp.
- Add a WhatsApp action.
- Under WhatsApp Template, choose None - Manual Text and write your reply. Add custom values like the contact's name to personalize it. Or pick an approved template.
- Save the action, then publish and save the workflow.
Choose the sending number
- Add a WhatsApp action.
- Pick the number from the dropdown.
Only connected numbers appear. If you have several, pick one in each WhatsApp action.
Wait for a WhatsApp reply
- Create a workflow with a trigger such as Contact Created.
- Add a WhatsApp action with an approved template.
- Add a Wait step: Wait for = Contact Reply, Reply to = WhatsApp.
- Add another WhatsApp action with None - Manual Text. Because the contact replied, the 24-hour window is open and you can send a normal message.
- Save and publish.
The workflow keeps waiting until the contact sends a reply that matches the step.
Set Do Not Disturb on STOP
- Create a workflow with the Customer Replied trigger.
- Add filters: Reply channel = WhatsApp and Contains phrase = STOP.
- Add the Enable/Disable DND action.
- Choose Enable DND for specific channels and select WhatsApp, or choose Enable DND for all channels.
- Save and publish.
FAQs
What's the difference between Manual Text and a template?
Manual text is a free-form message you can send inside the 24-hour window. Templates are approved messages you can send any time.
Can workflows message people outside the 24-hour window?
Yes, with an approved template.
What's a free entry point conversation?
When someone messages you from a Click to WhatsApp ad or a Facebook call-to-action button, the window lasts 72 hours instead of 24. You can send free-form and template messages during that time.