Guides

WhatsApp Workflows

Automate Customer Engagement with Workflows

With WhatsApp Toolbox’s Workflows, you can create automated responses and actions based on customer events, improving engagement and response times. WhatsApp Toolbox currently supports 6 event triggers and 9 actions, giving you versatile options for WhatsApp automation.

Event Triggers for Workflow Automation

WhatsApp Toolbox listens for the following event types to initiate actions:

1. Keyword in Message
Detects keywords within messages to trigger specific responses. Perfect for anticipating customer inquiries.

2. Message with Attachments

Triggers an action when attachments are sent, allowing you to provide tailored instructions (e.g., advising customers to send a text instead of a voice message).

3. New Call Received

When an audio or video call is received, set custom actions (e.g., auto-responding to weekend calls with a message about business hours and applying a follow-up label).

4. Group Join Event

Welcomes new group members with automated messages or integrates new members into your CRM.

5. Group Leave Event

Sends farewell messages or updates CRM data when users leave a group.

6. New Status Update

Detects when a contact posts a new status.

Available Actions for Event Responses

WhatsApp Toolbox offers various actions to automate responses and engage customers, including:

1. Reply to Chat
Send a response in the original chat with options like quoting the sender’s message, adding a delay, and sending a typing status.

2. Forward Message to Another Chat
Redirect inquiries to a teammate by sending them the message content.

3. Add Labels to Chat
Apply WhatsApp Business labels to categorize conversations.

4. Remove Labels from Chat
Remove labels based on the workflow trigger.

5. Block User
Block users who use offensive language automatically.

6. Archive Chat
Archive chats after handling or based on a specific trigger.

7. Send Data to Webhook
Trigger webhooks to integrate external services (e.g., ChatGPT for automated responses outside business hours).

8. Add User to Group
Automatically add users to a predefined group list.

9. Remove User from Group
Remove users from groups based on trigger conditions.