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.

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.
  

• Related Articles

• Send WhatsApp Form to Customers Using Workflow

  Introduction WhatsApp Forms can be automatically sent to customers through Workflow Automation, allowing you to collect information at the right stage of the customer journey. By adding a WhatsApp Form action to a workflow, you can trigger forms ...

• Send WhatsApp Template Messages Using API

  Introduction Sending WhatsApp template messages using API allows you to automate communication and reach customers instantly with approved messages. This is especially useful for sending transactional updates, notifications, and alerts directly from ...

• Create WhatsApp Forms to Collect Information from Customers

  Introduction WhatsApp Forms allow you to collect information directly from customers within WhatsApp, making it easier to gather leads, feedback, survey responses, registrations, and other customer details. With the WhatsApp Forms feature of ...

• Send Automated WhatsApp Messages Using Workflows

  Introduction Automated WhatsApp messages help businesses engage with customers at the right moment without manual effort. By using workflows, you can automatically send WhatsApp messages based on specific customer actions or events, such as signing ...

• Send WhatsApp Messages Only to Customers Who Have Opted In

  Introduction Sending messages only to customers who have explicitly opted in is essential for maintaining trust and complying with messaging regulations. The Send WhatsApp Messages Only to Customers Who Have Opted In setting ensures that WhatsApp ...