The automation platform integrates with WhatsApp to let you send messages automatically, trigger flows from WhatsApp events, and generate AI responses programmatically.
Available Actions
Send WhatsApp Template Message
Send a pre-approved template message to a customer.
Use Cases:
- Send order confirmations after a purchase
- Trigger appointment reminders on schedule
- Deliver follow-up messages after calls
- Re-engage customers who haven’t responded
Configuration:
| Field | Description |
|---|
| Sender | Select your WhatsApp sender (must be online) |
| Template | Choose from approved templates |
| Recipient Phone | Customer phone number (E.164 format: +1234567890) |
| Recipient Name | Optional customer name for personalization |
| Variables | Dynamic values for template placeholders |
E.164 Format — Phone numbers must be in international format with country code. Examples:
- ✅
+14155551234
- ✅
+442071234567
- ❌
(415) 555-1234
- ❌
07123456789
24-Hour Window Required — Free-form messages can only be sent to customers who have messaged you within the last 24 hours. For customers outside this window, use a template message.
- Send immediate follow-up to recent conversations
- Deliver time-sensitive information
- Respond to customer inquiries automatically
Configuration:
| Field | Description |
|---|
| Sender | Select your WhatsApp sender |
| Recipient Phone | Customer phone number (E.164 format) |
| Message | Message content (max 4096 characters) |
Generate AI Reply
Generate an AI response using your assistant, identified by an external customer identifier.
Use Cases:
- Build custom chat interfaces
- Integrate WhatsApp with external CRM systems
- Create multi-channel AI responses
- Process messages from external platforms
Configuration:
| Field | Description |
|---|
| Assistant | Select the AI assistant to use |
| Customer Identifier | Unique customer ID (e.g., phone number, email, CRM ID) |
| Message | The message to respond to |
| Variables | Optional context variables for the assistant |
- The action finds or creates a conversation for the customer identifier
- Sends the message to your AI assistant
- Returns the AI-generated response
- You can then send this response via WhatsApp or other channels
Triggers
WhatsApp Message Received
Trigger a flow when a customer sends a WhatsApp message.
Available Data:
- Customer phone number
- Message content
- Sender ID
- Timestamp
- Conversation ID
Example Use Cases:
- Log messages to a CRM or database
- Send notifications to your team
- Trigger follow-up sequences
- Collect and process customer data
WhatsApp Conversation Started
Trigger a flow when a new WhatsApp conversation begins.
Available Data:
- Customer phone number
- First message content
- Sender information
- Conversation ID
Example Workflows
Post-Call WhatsApp Follow-up
Send a WhatsApp template message after a call completes:
Setup:
- Add Call Completed trigger
- Add Delay action (optional)
- Add Branch based on call outcome
- Add Send WhatsApp Template action for each branch
- Configure template and variables
Lead Qualification via WhatsApp
Qualify leads through WhatsApp conversations:
Appointment Reminder Flow
Send automated appointment reminders:
Variable Mapping
When sending template messages, map your flow data to template variables:
Template:
Hi {{1}}, your appointment with {{2}} is confirmed for {{3}}.
Location: {{4}}
| Template Variable | Flow Data |
|---|
{{1}} | {{trigger.customer_name}} |
{{2}} | {{trigger.agent_name}} |
{{3}} | {{trigger.appointment_date}} |
{{4}} | {{trigger.location}} |
Error Handling
Common Errors
| Error | Cause | Solution |
|---|
| Template not found | Template ID invalid or not approved | Verify template is approved and ID is correct |
| Sender offline | WhatsApp sender is not online | Check sender status, ensure it’s connected |
| Invalid phone number | Phone number not in E.164 format | Format as +[country code][number] |
| Outside 24-hour window | Trying to send free-form outside window | Use a template message instead |
| Rate limited | Too many messages sent | Implement delays between messages |
Retry Strategy
For failed messages, implement a retry strategy:
- Wait 1 minute
- Retry the action
- If still failing, log the error and notify your team
Best Practices
1. Always Use Templates for Outbound
When initiating contact with customers, always use approved templates. Free-form messages only work within the 24-hour window.
2. Include Opt-Out Options
For marketing messages, include opt-out instructions to comply with regulations and maintain quality rating.
3. Respect Rate Limits
Don’t send too many messages too quickly. Implement reasonable delays between batch sends.
4. Handle Errors Gracefully
Always add error handling to your flows. Log failures and notify your team of issues.
5. Test with Single Recipients First
Before running bulk campaigns, test your flow with a single recipient to verify everything works correctly.
6. Monitor Quality Rating
Keep an eye on your sender’s quality rating. Pause campaigns if you notice declining quality.
Next Steps
