Automate WhatsApp Messages and Forms Based on Customer Responses

Automate WhatsApp Messages and Forms Based on Customer Responses

Introduction

Automation workflows can use customer responses to trigger personalized WhatsApp communication. By configuring reply-based conditions, you can automatically send a follow-up WhatsApp message or a WhatsApp form when customers respond with a specific keyword, option, or answer. This helps create interactive customer journeys, collect additional information, provide relevant follow-ups, and improve engagement without requiring manual intervention.



Here are the steps to send a WhatsApp message and forms based on customer response:

Step 1: Go to Workflow automation >> Workflow >> click on Create from scratch.



Step 2: Drag and drop the WhatsApp reply trigger to the editor.



Step 3: Click on the WhatsApp reply trigger, and the left sidebar will appear with the following settings:
Trigger source: There are two trigger sources which are:
  1. Inbound message: This trigger is activated whenever a customer sends a reply, excluding responses submitted through WhatsApp Forms.
  2. Form submission: This trigger is activated whenever a form has been submitted by the customers on WhatsApp. To learn how to create and send a WhatsApp form, click here.
Reply conditions: Choose how the customer's reply should be evaluated.
Match Value: Enter the text or pattern that should be matched against the customer's reply.



Optional step: You can add the WhatsApp message filter if you want to filter it by operator.
Info
Note: The WhatsApp Message Filter will only work when a WhatsApp Reply trigger has been added to the workflow.



Step 4:  Drag and drop the Send WhatsApp action to the workflow. 



Step 5: Click on Send WhatsApp action, and the left sidebar will appear, which includes:
Send type: Send WhatsApp template or WhatsApp form based on reply.
WhatsApp template/ WhatsApp form: Select the WhatsApp form or WhatsApp template.

Set up the settings as per your needs and click on Done.




 Step 6: Give a name to the Workflow, set up contact throttling, and mark the workflow as active.




Now, the selected WhatsApp message will be automatically sent to customers based on their reply.


Important Notes

  • The WhatsApp Reply trigger can be configured to start workflows based on customer replies or WhatsApp Form submissions.
  • Use the appropriate Reply Condition (Contains, Starts With, Equals, Ends With, or Matches Regex) to ensure the workflow is triggered only for the intended customer responses.
  • The Match Value should be carefully configured to avoid triggering workflows for unrelated customer messages.
  • The WhatsApp Message Filter is optional and can be used to further refine which replies should trigger the workflow.
  • The WhatsApp Message Filter can only be used when a WhatsApp Reply trigger has been added to the workflow.
  • You can send either a WhatsApp Template or a WhatsApp Form based on the customer's reply.
  • Multiple workflows can be created to handle different customer responses and automate personalized follow-up journeys.
  • Make sure the WhatsApp template or WhatsApp form you want to send is approved and available before configuring the workflow action.
  • Activate the workflow after completing the configuration; otherwise, customer replies will not trigger any automated actions.