You can now seamlessly send WhatsApp messages through a workflow, monitor their delivery status, and establish conditions based on various delivery outcomes.
Prerequisites for Utilizing WhatsApp in Workflows:
Ensure that WhatsApp is subscribed and activated in your account's location settings.
Create WhatsApp message templates prior to sending messages within a workflow and setting up conditions based on their delivery statuses.
Key Features:
Failover Mechanism: Automatically send SMS or email notifications to customers if a WhatsApp message fails to deliver, ensuring that no communication is overlooked.
Optimized Deliverability: Improve the effectiveness and reliability of your communications by utilizing multiple channels.
WhatsApp Delivery Status Recipe: Get started with workflows by using the WhatsApp Delivery Status recipe.
Setting Up the Workflow:
Creating a Recipe Workflow:
Navigate to the Automation tab.
Click on + Create Workflow in the top right corner.
Select Recipe.
Choose the WhatsApp Delivery Status recipe.
Adjust the trigger, WhatsApp action, and condition branches as necessary.
Building a Workflow from Scratch:
Navigate to the Automation tab.
Click on + Create Workflow in the top right corner.
Select + Start From Scratch.
Choose the WhatsApp Action and select the desired message template.
Enable the WAIT FOR WhatsApp MESSAGE DELIVERY STATUS toggle and save the action.
Add an If/Else action.
Select Contact Details > Valid WhatsApp and set conditions for True and False.
Implement failover to SMS/Email for the False and None branches.
Creating a Missed Call WhatsApp Follow-Up Workflow
This approach is particularly valuable for sustaining customer engagement by ensuring that customers feel acknowledged, even if their call goes unanswered.
Step-by-Step Guide:
Create a New Workflow:
Select Create New Workflow.
Choose the Missed Call WhatsApp Back recipe.
Configure the Trigger:
Set the trigger to Call Stages.
Filter by Call Direction as incoming and Call Status as busy, canceled, voicemail, or no answer.
Add a Delay:
Introduce a slight delay to prevent the message from appearing automated.
Click the plus sign, type Wait, and select Time Delay. Set the desired delay duration.
Assign Tasks and Send Messages:
Assign the task to a user within the system.
Set up the WhatsApp message action, selecting the appropriate template.
Enable the Wait for WhatsApp message delivery status option.
Manage Delivery Status Outcomes:
Message Sent: Concludes the workflow.
Message Failed: Sends an SMS and an internal notification.
Message Unsuccessful: Also sends an SMS and an internal notification.
Ensuring Timely Responses
Incorporating internal notifications alerts your team to missed calls, facilitating prompt follow-ups. This level of responsiveness can greatly enhance your chances of closing deals.
FAQs:
Q1: Is this workflow applicable for missed outgoing calls?
A1: No, this workflow specifically caters to missed incoming calls, as defined in the trigger configuration.
Q2: What is the recommended delay duration to avoid automated messages?
A2: The delay can vary; however, setting it between 1 to 5 minutes is common to ensure it feels more natural.
Q3: How do I select the right WhatsApp message template?
A3: During the WhatsApp message action setup, you can choose from the pre-approved templates available in your system.
Q4: What if the WhatsApp message template isn't approved?
A4: If the template lacks approval, the message will not be sent. It's crucial to ensure compliance with WhatsApp's policies for all templates used.
Q5: Can I tailor the internal notifications sent to my team?
A5: Yes, internal notifications can be customized to include essential details about the missed call for easier follow-up by your team.
Q6: What distinguishes 'Message Failed' from 'Message Unsuccessful'?
A6:
Message Failed: Indicates the WhatsApp message couldn't be sent due to an error, triggering an SMS and internal notification.
Message Unsuccessful: Implies the message was sent but not delivered, also resulting in an SMS and internal notification.
Q7: Is it possible to modify the workflow to send an alternative message if WhatsApp delivery fails?
A7: Yes, the workflow can be adjusted to send a different SMS message and notify your team if the WhatsApp message fails or is undelivered.
Q8: How can I connect my WhatsApp account to activate this workflow?
A8: Ensure your WhatsApp account is integrated correctly with the system, typically done in the settings or integrations section.
Q9: Is there a limit on scheduled messages for the same contact?
A9: While the system can manage multiple scheduled messages for one contact, it’s advisable to avoid bombarding the recipient with too many messages at once.
Q10: Can I manage all my scheduled messages in one location?
A10: Yes, you can view and manage all scheduled messages within the conversation thread or a designated scheduling management section of your platform.
Q11: How can I utilize the WhatsApp delivery status in my workflows?
You can implement if/else conditions based on Valid WhatsApp status to guide the next steps in your workflow, allowing for more dynamic communication strategies.
Q12: What is the function of the toggle that holds contacts in the workflow?
This toggle keeps the contact in the workflow until the delivery status is received from Meta, ensuring the workflow pauses until the delivery status is processed.