WhatsApp Actions

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Send Message

Sends a WhatsApp message to the contact in the current chat. You can add an optional header (image, video, or document) and a body with variables. Use this for simple replies, follow-ups, or sending media and documents within an automation.

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Fields

• Channel (required): Select the WhatsApp channel to send from.
• Header (optional): Choose image, video, or document and upload a file or paste a URL.
• Body (required): The message text. You can use workflow variables and contact attributes.
• Wait for reply (optional): When enabled, the automation pauses until the contact replies.
• Reply timeout (optional): If “Wait for reply” is on, set a duration after which the automation continues without a reply.
• Save text reply to (optional): When waiting for reply, save the contact’s text reply to a variable or attribute.
• Save file reply to (optional): When waiting for reply, save the contact’s file reply to a variable.

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Use cases

• Reply in the current chat: Use the action to send a text or media message in the WhatsApp chat (e.g. after a trigger or another action). The body and optional header can use variables and attributes.
• Ask and branch on the reply: Use “Wait for reply” and “Save text reply to”, then add a Condition or AI action to branch the automation (e.g. qualification, routing) based on what the contact replied.
• Send a document or media: Use the optional header to attach an image, video, or document (e.g. brochure, form) in the same message as the body text.

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Send Buttons

Sends a WhatsApp message with up to three quick-reply buttons. You can add an optional header (text, image, video, or document), body, and footer. Use this to guide the contact with clear choices (e.g. “Yes / No”, “Option A / B / C”) and capture their selection in a variable or attribute.

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Fields

• Channel (required): Select the WhatsApp channel to send from.
• Header (optional): Text or media (image, video, document). For media, upload a file or paste a URL.
• Body (required): The message text. You can use workflow variables and contact attributes.
• Footer (optional): Short text shown below the body (e.g. disclaimer).
• Buttons (required): Add up to three quick-reply buttons; each has a label.
• Reply timeout (optional): Duration after which the automation continues if the contact doesn’t tap a button.
• Wait for reply (optional): When enabled, the automation waits for the contact to tap a button or send a message.
• Save text reply to (optional): Save the contact’s reply (button label or text) to a variable or attribute.
• Save file reply to (optional): Save the contact’s file reply to a variable.

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Use cases

• Present clear choices: Use the action to send a message with up to three quick-reply buttons (e.g. “Yes / No”, “Book / Cancel”) so the contact can tap a choice; use “Save text reply to” to branch the automation on their selection.
• Confirm or collect consent: After another step (e.g. AI or Set attribute), send a message with “Confirm” and “Cancel” (or similar) and branch the flow based on which button the contact taps.
• Store the choice on the contact: Save the button label or reply to a contact attribute so you can use it later in the same automation or in campaigns and views.

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Send List

Sends a WhatsApp interactive list: a button that opens a list of sections and rows. You define the list title (button text), optional header and body, and one or more sections with rows (title and optional description). Use this when you have many options (e.g. product list, menu, categories) and want a compact, structured message.

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Fields

• Channel (required): Select the WhatsApp channel to send from.
• Header (optional): Short text at the top of the message.
• Body (required): The message text. You can use workflow variables and contact attributes.
• List (required): List button label and sections. Each section has a title and rows (up to 10 rows total); each row has a title and optional description.
• Reply timeout (optional): Duration after which the automation continues if the contact doesn’t select an option.
• Wait for reply (optional): When enabled, the automation waits for the contact to select a row or send a message.
• Save text reply to (optional): Save the contact’s selection (or text reply) to a variable or attribute.
• Save file reply to (optional): Save the contact’s file reply to a variable.

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Use cases

• Product or menu selection: Use the action to send a list of options (e.g. products, services, categories) in a compact format; use “Save text reply to” to branch the automation or pass the selected row to the next step.
• Multi-step choice with many options: When you have more than three options and want a structured list (sections and rows), use Send List instead of multiple buttons; then branch or assign based on the saved selection.
• Collect a choice for later use: Save the selected row to a contact attribute so you can use it in follow-up messages, conditions, or campaigns (e.g. “Preferred product”, “Department”).

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Send Template

Sends a pre-approved WhatsApp template message. You pick a template from your account and map its variables to workflow variables, contact fields, or attributes. Use this for outbound or follow-up messages that must use approved templates (e.g. order updates, appointment reminders).

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Fields

• Channel (required): Select the WhatsApp channel to send from.
• Message template (required): Choose an active WhatsApp template.
• Variables mapping (required if the template has variables): Map each template variable to a workflow variable, contact field (e.g. first name, phone), or attribute.
• Reply timeout (optional): Duration after which the automation continues if the contact doesn’t reply.
• Wait for reply (optional): When enabled, the automation waits for the contact’s reply.
• Save text reply to (optional): Save the contact’s text reply to a variable or attribute.
• Save file reply to (optional): Save the contact’s file reply to a variable.

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Use cases

• Outbound or follow-up within 24h window: Use the action to send a pre-approved template when you need to message the contact outside the 24-hour session (e.g. order confirmation, appointment reminder). Map variables to workflow variables or contact attributes.
• Campaign or bulk flow: In an automation started by a campaign or manual trigger, use Send Template to deliver the approved message and optionally “Wait for reply” to continue the flow based on the contact’s response.
• Personalized template with live data: Use variables mapping to fill the template with the contact’s name, order number, or other attributes so the message is personalized while staying within WhatsApp’s template rules.