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Workflow Action - WhatsApp

Overview​

The WhatsApp action in Stack allows you to send messages directly from a workflow, creating dynamic and real-time communication with your customers. You can choose to send manual messages or utilize pre-approved templates to streamline your messaging process.

Action Name​

WhatsApp

Action Description​

The WhatsApp Send Message action facilitates the automatic delivery of messages to customers through WhatsApp based on specific workflow triggers. This feature is perfect for engaging your audience, whether you're following up on inquiries, confirming appointments, or sharing promotional content. Messages can be customized with dynamic variables, such as the contact's name or email, and can be sent as free-form text within the 24-hour messaging window or using pre-approved templates for messages initiated outside this window.

Key Features​

  • Send real-time WhatsApp messages directly from a workflow.
  • Utilize pre-approved templates for messages outside the 24-hour window.
  • Customize messages with dynamic variables (e.g., contact name, email).
  • Support both business-initiated and customer-initiated conversations.

Action Details​

Step-by-Step Guide​

Prerequisites​

Ensure that WhatsApp is enabled and set up on your Stack account. For business-initiated conversations, make sure you have approved WhatsApp message templates.

Choose the Action Type​

  1. In your workflow builder, select "WhatsApp" from the list of available actions.

Name Your Action​

  • Give the action a descriptive name, such as "Customer replied."

Select Message Type​

  • WhatsApp Template: Choose a pre-approved template to send messages outside the 24-hour window.

Save and Activate​

  • Save your action and activate the workflow to send WhatsApp messages to your contacts based on the defined triggers.

Key Notes​

  • Free Entry Point Conversations: When customers respond to a WhatsApp message, it opens a Free Entry Point conversation, allowing you to send free-form or template messages for up to 72 hours at no additional cost.
  • Do Not Disturb (DND): Set up DND for WhatsApp to manage customer communication preferences and respect those who opt out.

Example​

Scenario​

A business wants to send appointment reminders via WhatsApp 24 hours before a scheduled meeting.

Workflow Setup​

  • Trigger: Appointment Reminder
  • Action: WhatsApp Send Message
  • Name: "Send WhatsApp Appointment Reminder"
  • Message Type: Template - Appointment Reminder
  • Template Content: "Hi {{contact.first_name}}, this is a reminder for your appointment scheduled on {{appointment.date}}."

Outcome​

The contact will automatically receive a personalized WhatsApp message reminding them about their upcoming appointment.