Who This Is For / When to Use
Use this setup if you want to automate follow-ups, confirmations, or routing logic when a contact sends a WhatsApp message or when you need to send WhatsApp messages from a workflow.
WhatsApp Inbound Message Trigger (Customer Replied)
The Customer Replied trigger enrolls a contact into a workflow when they send an inbound message. By filtering the reply channel to WhatsApp, the workflow only runs for WhatsApp replies.
Step 1: Create or Open a Workflow
Go to Automations > Workflows.
Click Create Workflow or open an existing workflow.
Step 2: Add the WhatsApp Inbound Trigger
Click Add New Trigger in the workflow builder.
Select Customer Replied as the workflow trigger.
(Optional) Update the Workflow Trigger Name for clarity.
Step 3: Filter Replies to WhatsApp Only
Under Filters, select Reply channel.
Set the value to WhatsApp.
With this filter applied, the workflow triggers only when a contact replies via WhatsApp.
Sending Outbound WhatsApp Messages
After the trigger fires, you can send a WhatsApp message using the Send WhatsApp Message action.
Step 4: Add the Send WhatsApp Message Action
Click the + icon below the trigger.
Select Send WhatsApp Message.
Enter an Action Name (optional).
Step 5: Choose a WhatsApp Message Type
You can send messages using one of the following options:
Option 1: Manual Text
Select None – Manual Text from the template dropdown.
Enter a custom message to send to the contact.
Option 2: Approved Template
Select an approved WhatsApp template from the dropdown.
Only templates that are approved and have required variables mapped will appear.
Optional: Wait for WhatsApp Message Delivery Status
Enable WAIT FOR WHATSAPP MESSAGE DELIVERY STATUS to pause the workflow until Meta returns a delivery status for the message.
Use this option if you need to take different actions based on whether the message was delivered successfully.
Acting on WhatsApp Delivery Status
When delivery status waiting is enabled:
Add an If/Else action after the WhatsApp message step.
Use Contact Details > Valid WhatsApp as the filter condition.
Define actions for delivered vs undelivered messages.
This allows routing, retries, or internal notifications based on delivery results.
Common Issues and Fixes
The workflow does not trigger
Confirm the Reply channel filter is set to WhatsApp.
Ensure the workflow is Published.
WhatsApp templates are not visible
Verify the template is approved.
Confirm all required variables are mapped in the template.
Delivery status actions are not firing
Ensure WAIT FOR WHATSAPP MESSAGE DELIVERY STATUS is enabled.
Confirm an If/Else action is added after the WhatsApp message step.
FAQs
How do I trigger a workflow from a WhatsApp reply?
Use the Customer Replied trigger and set the Reply channel filter to WhatsApp.
Can I send free-text WhatsApp messages from a workflow?
Yes. Select None – Manual Text to send a custom WhatsApp message.
What does waiting for delivery status do?
It pauses the workflow until Meta returns the WhatsApp delivery status, allowing logic based on message delivery.
How do I act on WhatsApp delivery status?
Enable delivery status waiting, add an If/Else action, and filter using Contact Details > Valid WhatsApp.