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

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Available Actions

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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:
E.164 Format — Phone numbers must be in international format with country code. Examples:
  • ✅ +14155551234
  • ✅ +442071234567
  • ❌ (415) 555-1234
  • ❌ 07123456789

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Send WhatsApp Message (Free-form)

Send a free-form text message to a customer within the 24-hour messaging window.
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.
Use Cases:
  • Send immediate follow-up to recent conversations
  • Deliver time-sensitive information
  • Respond to customer inquiries automatically
Configuration:

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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

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Triggers

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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

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WhatsApp Conversation Started

Trigger a flow when a new WhatsApp conversation begins. Available Data:
  • Customer phone number
  • First message content
  • Sender information
  • Conversation ID

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Example Workflows

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Post-Call WhatsApp Follow-up

Send a WhatsApp template message after a call completes: 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

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Lead Qualification via WhatsApp

Qualify leads through WhatsApp conversations:

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Appointment Reminder Flow

Send automated appointment reminders:

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Variable Mapping

When sending template messages, map your flow data to template variables: Template:
Variable Mapping:

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Error Handling

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Common Errors

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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

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Best Practices

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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.

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2. Include Opt-Out Options

For marketing messages, include opt-out instructions to comply with regulations and maintain quality rating.

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3. Respect Rate Limits

Don’t send too many messages too quickly. Implement reasonable delays between batch sends.

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4. Handle Errors Gracefully

Always add error handling to your flows. Log failures and notify your team of issues.

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5. Test with Single Recipients First

Before running bulk campaigns, test your flow with a single recipient to verify everything works correctly.

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6. Monitor Quality Rating

Keep an eye on your sender’s quality rating. Pause campaigns if you notice declining quality.

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Next Steps