WhatsApp Automation

The automation platform integrates with WhatsApp to let you send messages automatically, trigger flows from WhatsApp events, and generate AI responses programmatically.

WhatsApp Calling

Ask for call permission and place WhatsApp calls from automations, or from your own backend via the REST API. The same WhatsApp limits apply.

• Trigger: WhatsApp voice event (permission requested / granted / declined, or a WhatsApp call started)
• Actions: Request WhatsApp call permission, Place WhatsApp call
• REST: Request call permission, Place a WhatsApp call
• Custom backends: Voice events webhook

Do not start with a Voice Call Request to a brand-new number. Open the chat with a regular template first. Details: WhatsApp Calling.

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:

Send WhatsApp Message (Free-form)

Send a free-form text message to a customer within the 24-hour messaging window.

Use Cases:

• Send immediate follow-up to recent conversations
• Deliver time-sensitive information
• Send a file to the customer (menu, brochure, invoice, photo)
• Respond to customer inquiries automatically

Configuration:

Request WhatsApp Call Permission

Send Ask to call so the customer can allow WhatsApp voice calls.

Configuration:

Place WhatsApp Call

Place an outbound WhatsApp voice call after the customer has granted permission. The sender's assistant joins when they answer.

Configuration:

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:

How It Works:

1. The action finds or creates a conversation for the customer identifier
2. Sends the message to your AI assistant
3. Returns the AI-generated response
4. 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

WhatsApp Voice Event

Trigger a flow when a contact is asked to allow WhatsApp calls, answers that request, or a WhatsApp call starts.

Available Data:

• Event type (call_permission_requested, call_permission_granted, call_permission_denied, voice_call)
• Customer phone number
• Sender ID
• Conversation ID
• Whether you may place a call (can_call)
• Call ID and direction (only on voice_call)

Example Use Cases:

• Place a WhatsApp call as soon as the customer taps Allow
• Notify your team when a permission request is declined
• Log WhatsApp call starts to a CRM

You can filter the trigger to one event type, or receive every voice event.

Conversation Ended

Trigger a flow when a WhatsApp conversation ends (due to inactivity timeout or manual closure).

Available Data:

• Full conversation transcript (array of messages and formatted string)
• Extracted variables (from AI post-call evaluation)
• Input variables passed to the assistant
• Customer phone number and name
• WhatsApp sender information (phone number, display name)
• Conversation ID and type
• Message count
• Timestamps (created_at, ended_at)

Example Use Cases:

• Sync conversation summaries and extracted data to your CRM
• Trigger follow-up sequences based on conversation outcomes
• Log conversation analytics to external systems
• Send satisfaction surveys after conversations end

Example Workflows

Post-Call WhatsApp Follow-up

Send a WhatsApp template message after a call completes:

flowchart LR
    A[Call Completed Trigger] --> B[Wait 5 minutes]
    B --> C{Call Outcome?}
    C -->|Interested| D[Send Interested Template]
    C -->|Follow-up| E[Send Follow-up Template]
    C -->|Not Interested| F[End]

Setup:

1. Add Call Completed trigger
2. Add Delay action (optional)
3. Add Branch based on call outcome
4. Add Send WhatsApp Template action for each branch
5. Configure template and variables

Lead Qualification via WhatsApp

Qualify leads through WhatsApp conversations:

flowchart LR
    A[Form Submission] --> B[Send WhatsApp Template]
    B --> C[Wait for Reply]
    C --> D[AI Processes Response]
    D --> E[Update CRM]

Appointment Reminder Flow

Send automated appointment reminders:

flowchart LR
    A[Schedule Trigger] --> B[Fetch Appointments]
    B --> C[Loop Through Appointments]
    C --> D[Send Reminder Template]
    D --> E[Log to Sheet]

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}}

Variable Mapping:

Error Handling

Common Errors

Retry Strategy

For failed messages, implement a retry strategy:

1. Wait 1 minute
2. Retry the action
3. 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

• Learn about message templates and how to create them
• Set up WhatsApp senders for your phone numbers
• Explore the automation platform for more workflow options