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WhatsApp Workflow Integration with Stack

Enhance your communication strategies by integrating WhatsApp into your Stack workflows. This guide walks you through setting up automated workflows using WhatsApp, ensuring seamless and efficient interactions with your customers.

Table of Contents​

Creating an Automation Workflow​

Automating WhatsApp Responses​

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: Enable Smart Branching (Optional)

  • Use branches for advanced logic:
    • Flow Completed – When a user completes the WhatsApp flow.
    • Undelivered – If the message fails (e.g., user is unreachable).
    • Timeout – If the user doesn’t respond in time.
  • This allows sending fallback messages or alerts based on customer behavior.

Step 6: Save & Activate the Workflow

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

Note: You can send pre-approved WhatsApp message templates for standardized messaging, ensuring timely and professional communication.

Selecting the From Phone Number​

Step 1: Add an Action in the Workflow

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

Step 2: Select WhatsApp as the Action Type

  • In the Action section, search for WhatsApp and select it.

Step 3: Choose the Sending Phone Number

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

Configuring Wait for WhatsApp Reply​

Create a responsive interaction by waiting for a contact's reply before proceeding to the next step in your workflow.

Step 1:

  • Go to Automations > Workflows > Create Workflow > Start from Scratch.

Step 2:

  • Select Add new Trigger and search Contact Created.

Step 3:

  • Click on the plus button to add an action > Select WhatsApp.

Step 4:

  • SELECT WHATSAPP TEMPLATE > Choose the template you wish to send.

Step 5:

  • Click on + button > Select Wait.

Step 6:

  • WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action.

Step 7:

  • Select the + button > ACTION NAME: WhatsApp > SELECT WHATSAPP TEMPLATE: None - Manual Text.

Note: Free text messages incur no additional cost due to the Free Entry Point Conversations initiated by the customer's reply.

Step 8: Save Action and Publish the Automation, then click Save.

Setting Up Do Not Disturb (DND)​

Respect customer preferences by setting a DND status based on specific actions, like sending "STOP".

Step 1:

  • Go to Automations > Workflows > Create Workflow > Start from Scratch.

Step 2:

  • Select Add New Trigger > Customer Replied.

Step 3:

  • Add filters: Reply channel > WhatsApp and Contains phrase > STOP, then Save Trigger.

Step 4:

  • Select + button > Search DND > Select Enable/Disable DND.

Step 5:

  • Choose Enable DND for specific channels > Channels: WhatsApp > Save Action.

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, giving you control over communication preferences.

What's the difference between "None - Manual Text" and selecting a template when sending WhatsApp messages?

  • "None - Manual Text" allows free-form messaging within the 24-hour window. Templates are for pre-approved messages, useful for outreach outside the 24-hour window.

Can I create workflows that combine WhatsApp with other channels like SMS or Email?

  • Yes, Stack workflows are flexible, allowing you to integrate WhatsApp with other channels for comprehensive automation sequences.

Can I use WhatsApp workflow automation to send messages outside the 24-hour window?

  • Yes, approved WhatsApp templates can be used after the initial 24-hour window, though they may incur additional charges.

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

  • Triggered by actions like clicking a "Click to WhatsApp" ad, it lasts for 72 hours, allowing 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 waits for a matching reply. Consider adding branches for handling unexpected responses.

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

  • Tap the “+” icon to add a new action, search for WhatsApp, and select the phone number from the dropdown list.

Why don’t I see my phone number in the dropdown list?

  • Ensure your WhatsApp number is correctly linked under the Phone Number tab.

Can I add multiple phone numbers for WhatsApp messaging?

  • Yes, you can select from multiple connected WhatsApp numbers in the dropdown list during workflow setup.

What happens if I select the wrong phone number?

  • Messages will be sent from the selected number. Edit the workflow to choose the correct number if needed.

Do I need to configure this setting for every workflow?

  • Yes, each workflow requires selecting the sending phone number to ensure messages are sent from the correct source.