When to Use
- You want to automatically notify the customer via WhatsApp when something happens in the conversation, without someone typing.
- You already have an approved template and want to use it within an automation rule.
Prerequisites
The rule can only be saved if the conditions restrict the conversation to exactly one WhatsApp inbox. Validation occurs both in the editor and on the server, so it’s not possible to leave the rule open to multiple channels.
- An approved WhatsApp template in the account.
Step-by-step
Step 1 — Create the rule and restrict the inbox
In Settings > Automations, create the rule and add a condition that limits the conversation to a single WhatsApp inbox.
Step 2 — Choose the action
Add the action to send a WhatsApp template and select one of the approved templates from the account.
Step 3 — Fill in the variables
Each variable in the template can receive:
- Fixed text, the same for everyone.
- Conversation data: contact's name, email, phone number, or ticket number.
Notes
- Sending reuses the same pathway that the platform already uses to send satisfaction surveys. No new integration with the provider was created.
- Since it’s an approved template, the usual WhatsApp billing and window rules apply.