WhatsApp - Workflow Integration

Modified on: Thu, 20 Feb, 2025 at 7:09 AM

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

TABLE OF CONTENTS

Prerequisite for using WhatsApp under Workflows
Automating WhatsApp Responses with Workflow Automation
How to select the Contact Number for Sending WhatsApp Messages
How to configure wait for WhatsApp contact Reply
How to configure Do Not Disturb (DND) for WhatsApp
FAQs

Automating WhatsApp Responses with Workflow Automation

Enhance customer engagement by setting up automated responses on WhatsApp. Follow these steps to create a seamless workflow:

Step 1: Create a New Workflow

Navigate to Automations → Create Workflow.
Select "Start from Scratch" to build a custom automation

Step 2: Set Up a Trigger

Click Add New Trigger and search for "Customer Replied".

Step 3: Apply WhatsApp-Specific Filters

Add a filter: Reply Channel → Select WhatsApp to ensure this automation applies only to WhatsApp responses.

Step 4: Define an Automated Action

Click the + (plus) button to add an action.
Choose WhatsApp as the action type.

Step 5: Customize the Automated Response

Under WhatsApp Template, select "None - Manual Text" (for custom responses).
Craft a message that will be sent automatically when a customer messages you on WhatsApp.
Use dynamic variables (e.g., Contact Name, Email, Company Name) to personalize responses.
Click On Save Trigger

Step 6: Save & Activate the Workflow

Click Save Action → Publish → Save to activate your workflow.

Note: You can also send pre-approved WhatsApp message templates instead of manual text for standardized messaging.

By automating responses, you can ensure timely and professional communication with your customers while optimizing your business operations.

How to select the Contact Number for Sending WhatsApp Messages

Note:Only contacts connected under the Phone Number tab will be available for selection in the dropdown menu.

Step 1: Add an Action in the Workflow

Tap the “+” icon in the workflow to add a new action.

Step 2: Select WhatsApp as the Action Type

In the Action section, search for "WhatsApp".
Click on WhatsApp to proceed.

Step 3: Choose the Sending Phone Number

From the dropdown menu, select the phone number you want to use for sending WhatsApp messages.

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

Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations is opened since the customer replied to you.

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! GoHighLevel 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's a 'Free Entry Point Conversation' and how is it different from a regular conversation?

Triggered when a customer clicks a "Click to WhatsApp" ad or a Facebook Call-to-Action button.
Lasts for 72 hours, compared to the standard 24-hour window.
During this extended window, you can send both free-form and template messages.

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.

How do I select the contact number for sending WhatsApp messages?

You can select the contact number by following these steps:

Tap the “+” icon in the workflow to add a new action.
In the Action section, search for "WhatsApp" and select it.
Choose the phone number from the dropdown list.

Only phone numbers connected under the Phone Number tab will appear in the dropdown. Ensure that your WhatsApp number is correctly linked in this section.

Can I add multiple phone numbers for WhatsApp messaging?

Yes, if you have multiple WhatsApp numbers connected, you can select the preferred number from the dropdown list when setting up the workflow.

What happens if I select the wrong phone number?

If you select an incorrect number, the messages will be sent from that number. To fix this, edit the workflow and choose the correct phone number.

Do I need to configure this setting for every workflow?

Yes, each workflow requires you to manually select the sending phone number to ensure messages are sent from the correct source.