Who This Is For / When to Use
Use WhatsApp workflows if your account communicates with customers through WhatsApp and you need automation for replies, follow-ups, opt-outs, or internal alerts.
Prerequisites
Before using WhatsApp in workflows:
Your account must have at least one approved WhatsApp template
WhatsApp must be connected and active in the account
How to Create a WhatsApp Workflow
Step 1: Create a New Workflow
Go to Automations > Workflows.
Click Create Workflow.
Select Start from Scratch.
WhatsApp Inbound Message Trigger
What the Customer Replied Trigger Does
The Customer Replied trigger starts a workflow when a contact replies to a message.
When filtered to WhatsApp, it triggers only on WhatsApp replies.
Step 2: Add the Customer Replied Trigger
Click Add New Trigger.
Select Customer Replied.
Name the trigger if needed.
Step 3: Filter Replies to WhatsApp
Click Add filters.
Set Reply Channel to WhatsApp.
(Optional) Add additional filters such as phrases or WhatsApp number.
Sending WhatsApp Messages in Workflows
Step 4: Add a WhatsApp Action
Click the + icon under the trigger.
Select WhatsApp as the action.
You can send messages using:
None – Manual Text (free-form text)
Approved WhatsApp Template
WhatsApp Message Options Explained
Manual Text: Used within the 24-hour customer reply window at no extra cost
Approved Template: Required for outbound messages outside the 24-hour window
Select From Phone Number: Choose a specific WhatsApp number if multiple are connected
If no number is selected, the workflow uses all WhatsApp numbers by default.
Waiting for a WhatsApp Reply
Step 5: Pause the Workflow Until a Reply
Use the Wait action to pause execution.
Configuration:
Wait For: Contact Reply
Reply To: WhatsApp
Using WhatsApp Delivery Status
What Delivery Status Does
The Wait for WhatsApp Message Delivery Status option pauses the workflow until Meta returns delivery confirmation.
You can then:
Branch logic using If/Else
Filter by Contact Details > Valid WhatsApp
This allows recovery actions if a message fails.
Managing WhatsApp Do Not Disturb (DND)
Step 6: Enable DND from WhatsApp Replies
Common use case: customer replies with STOP.
Trigger setup:
Customer Replied
Reply Channel = WhatsApp
Contains phrase = STOP
Action:
Enable/Disable DND
Enable DND for WhatsApp only or all channels
Internal Notifications via WhatsApp
Step 7: Notify Your Team on WhatsApp
You can notify internal users directly through WhatsApp.
Configuration:
Action: Internal Notification
Notification Type: WhatsApp
User Type: Assigned User or specific role
Select an approved template
Common Use Cases
Auto-Reply to WhatsApp Messages
Trigger on Customer Replied → WhatsApp and send a confirmation or follow-up message.
Respect Opt-Out Requests
Detect phrases like STOP and automatically enable WhatsApp DND.
Sales or Support Alerts
Notify assigned users via WhatsApp when customers reply.
Common Issues and Fixes
WhatsApp Action Not Sending
Cause: No approved template selected outside the 24-hour window.
Fix: Use an approved template or wait for a customer reply.
Workflow Triggers on Other Channels
Cause: Reply Channel filter not set.
Fix: Add Reply Channel = WhatsApp filter.
Messages Sent From Wrong Number
Cause: WhatsApp number not selected.
Fix: Use the Select From Phone Number option.
FAQs
Can I send free-text WhatsApp messages?
Yes, within the 24-hour reply window after a customer responds.
Can I use multiple WhatsApp numbers?
Yes. You can select a specific number or allow the workflow to use all connected numbers.
Can I combine WhatsApp with SMS or Email?
Yes. Workflows can include multiple channels in a single automation.
Can I pause a workflow until the customer replies?
Yes. Use the Wait → Contact Reply → WhatsApp configuration.
Does DND affect other channels?
You can enable DND for WhatsApp only or for all channels.