The WhatsApp Send Message action allows for automatic message delivery via WhatsApp triggered by workflow events. You can send either free-form messages within the 24-hour messaging window or use pre-approved templates to initiate communication outside of that timeframe. This flexibility makes it an excellent tool for timely customer outreach, ensuring that messages are sent according to their needs—whether to confirm appointments or share promotional content.

Key Features #

• Send real-time WhatsApp messages directly from workflows.
• Use pre-approved templates for messaging outside the 24-hour window.
• Customize messages using dynamic variables such as contact names or email addresses.
• Support for both business-initiated and customer-initiated conversations.

Note: Ensure that WhatsApp is enabled and properly set up in your system. For business-initiated conversations, pre-approved message templates are required.

Choose the Action Type #

In your workflow builder, add a suitable workflow trigger if required, then select “WhatsApp” from the available actions.

Name Your Action #

Assign a descriptive name to your action to identify it easily.

Select From Phone Number #

When setting up your WhatsApp message action, you can choose from any connected WhatsApp number from the dropdown.

Note: Only numbers with an “ACTIVE” status will appear in the dropdown, ensuring accuracy.

Select WhatsApp Template #

Choose between WhatsApp Templates for pre-approved messages outside the 24-hour window or Free-form messages within the window.

If you choose to send a free-form message, you can select a pre-existing snippet from your account. Once selected from the dropdown menu, the snippet will be available for preview and editing in the Message section. Unlike templates, snippets do not require WhatsApp approval and can be customized instantly. This flexibility makes them ideal for responding to frequently asked questions or providing quick, consistent replies during conversations.

Because media can be updated at send-time, you can easily update media at send-time and use flexible messaging formats in one seamless action. Additionally, this feature ensures reliability with built-in failover, timeout handling, and wait-for-reply controls.

Save and Activate #

Save the action and activate the workflow to automate WhatsApp message delivery based on your defined triggers.

Whether you’re sending timely updates or managing ongoing conversations, the ability to automate message delivery from your workflow ensures your business remains responsive and connected with your audience.

Practical Example #

Scenario: A business wants to send appointment reminders via WhatsApp 24 hours before a scheduled meeting.

• Trigger: Appointment Reminder
• Action: WhatsApp
• Name: “Send WhatsApp Appointment Reminder”
• Message Type: Template – Appointment Reminder
• Template Content: “Hi {{contact.first_name}}, this is a reminder for your appointment scheduled on {{appointment.date}}.”
• Outcome: Customers will automatically receive a personalized reminder about their upcoming appointment via WhatsApp.

Key Notes #

• Free Entry Point Conversations: When customers respond to a WhatsApp message, it opens a conversation window allowing free-form or template messaging for up to 72 hours at no additional cost.
• Do Not Disturb (DND): You can configure DND to manage customer preferences and avoid messaging individuals who have opted out.

Frequently Asked Questions #

What does the WhatsApp action do? #

It automatically sends WhatsApp messages triggered by workflow events, supporting both free-form messages within the 24-hour window and pre-approved templates outside it.

When do I need a pre-approved template versus a free-form message? #

Use a pre-approved template to initiate business-initiated conversations outside the 24-hour window, and free-form messages (or snippets) for replies within the open messaging window.

What is the difference between a snippet and a template? #

Snippets are reusable free-form messages that do not require WhatsApp approval and can be customized instantly, while templates are pre-approved messages used outside the 24-hour window.

Which phone numbers can I send from? #

You can choose from any connected WhatsApp number in the dropdown, but only numbers with an “ACTIVE” status will appear, ensuring accuracy.

Can I personalize WhatsApp messages? #

Yes. You can use dynamic variables such as {{contact.first_name}} or {{appointment.date}} to personalize messages for each contact.

How can I respect customers who have opted out? #

Configure Do Not Disturb (DND) to manage customer preferences and avoid messaging individuals who have opted out.