WhatsApp - WorkFlow Integration

In this article, we will discuss how WhatsApp can be integrated to create automated workflows on FG Funnels.

TABLE OF CONTENTS


Prerequisite for using WhatsApp under Workflows

WhatsApp needs to be subscribed and enabled on the account. To set up WhatsApp on your sub account, refer to the article below: WhatsApp Subaccount Setup. 


Additionally if you want to send business initiated conversations then please ensure that you have an approved template in place. How to create a WhatsApp Template


Setting up a workflow automation using WhatsApp

If you wish to set up automations when a customer replies to you on WhatsApp, then you can do so by following the below steps


Step 1: Go to Automations > Workflows > Create Workflow > Start from Scratch

Step 2: Select Add new Trigger and search Customer Replied


Step 3: Add filters > Reply Channel > WhatsApp


Step 4: Click on the plus button to add an action > Select WhatsApp


Step 5: SELECT WHATSAPP TEMPLATE > None - Manual Text > Write the message that you would like to send to your customers when they message you on WhatsApp. You can use custom variables like Contact Name, Email, Company Name etc.


Note: You can also send pre-approved templates.


Step 6: Select Save Action > Publish > Save to make the workflow live


How to configure wait for WhatsApp contact Reply

You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows.


Step 1: Go to Automations > Workflows > Create Workflow > Start from Scratch

Step 2: Select Add new Trigger and search Contact Created


Step 4: Click on the plus button to add an action > Select WhatsApp


Step 5: SELECT WHATSAPP TEMPLATE > Select the template that you wish to send

Step 6: Click on + button > Select Wait


Step 7: WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action


Step 8: Select the + button > ACTION NAME: WhatsApp > SELECT WHATSAPP TEMPLATE : None - Manual Text



Step 9: Save Action and Publish the Automation and click Save


How to configure Do Not Disturb (DND) for WhatsApp

Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively.

Step 1: Go to Automations > Workflows > Create Workflow > Start from Scratch

Step 2: Select Add New Trigger >  Customer Replied


Step 3: Select Add filters > Reply channel > WhatsApp and Contains phase > STOP and Save Trigger


Step 4: Select + button > Search DND > Select Enable/Disable DND

Step 5: Select Enable DND for specific channels > Channels: WhatsApp > Save Action


Note: You can enable DND for all Channels by selecting Enable DND for all channels


FAQs

Does the Do Not Disturb (DND) setting affect other communication channels or just WhatsApp?

You can configure DND to apply to all channels or just WhatsApp. This gives you control over whether you want to prevent the customer from receiving communications across all methods or just on the particular channel where they requested to be left alone.


What's the difference between "None - Manual Text" and selecting a template when sending WhatsApp messages in workflows?

"None - Manual Text" lets you write a free-form message within the 24-hour window. Selecting a template is for sending pre-approved messages, which is useful for starting conversations outside of the 24-hour window or for specific marketing or support purposes.


Can I create workflows that combine WhatsApp with other channels like SMS or Email?

Yes! FG Funnels workflows are flexible, allowing you to combine WhatsApp with other communication channels to create comprehensive automation sequences.


Can I use WhatsApp workflow automation to send messages outside the 24-hour window?

Yes, you can use approved WhatsApp templates after the initial 24-hour window for outreach or follow-up messages. Keep in mind that these template-based messages will incur additional charges.


What happens if a customer replies with something other than what I've configured for the 'Wait for WhatsApp Reply' step?

The workflow will continue to wait until they send a reply that matches what you've set up. If you want to handle unexpected responses, consider adding additional branches to your workflow with alternative conditions.