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
• Setting up a workflow automation using WhatsApp
• How to configure wait for WhatsApp contact Reply
• How to configure Do Not Disturb (DND) for WhatsApp
• FAQs
  • Does the Do Not Disturb (DND) setting affect other communication channels or just WhatsApp?
  • What's the difference between "None - Manual Text" and selecting a template when sending WhatsApp messages in workflows?
  • Can I create workflows that combine WhatsApp with other channels like SMS or Email?
  • Can I use WhatsApp workflow automation to send messages outside the 24-hour window?
  • What's a 'Free Entry Point Conversation' and how is it different from a regular conversation?
  • What happens if a customer replies with something other than what I've configured for the 'Wait for WhatsApp Reply' step?

Prerequisite for using WhatsApp under Workflows

WhatsApp needs to be subscribed and enabled on a the location account. You can refer to the below article for setting up WhatsApp on your sub account. 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 customer reply 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 customer 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 here

Step 6: Select Save Action > Publish > Save to make the work flow 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

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.