Modified on: Tue, 5 Mar, 2024 at 6:13 AM
TABLE OF CONTENTS
Does the Do Not Disturb (DND) setting affect other communication channels or just WhatsApp?
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?
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
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
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
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
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.
"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.
Yes! GoHighLevel workflows are flexible, allowing you to combine WhatsApp with other communication channels to create comprehensive automation sequences.
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.
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.
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.
