Building Flows with WhatsApp

Respond to WhatsApp with Send WhatsApp

  1. Open your SmartFlow.
  2. Drag an Inbound WhatsApp trigger onto the board. Inbound WhatsApp is used to trigger a flow whenever a message is sent to the assigned WhatsApp ID.
  3. To assign a WhatsApp ID to the flow, enter your WhatsApp ID in the Inputs section, and click Add.

Note: You must already have gone through the WhatsApp Brand Approval process and have WhatsApp ID accepted.

On the left the Inbound WhatsApp action is selected on the board, and on the Configurations Panel on the right the WhatsApp ID field and Add button are highlighted

  1. To respond within WhatsApp, follow up with a Send WhatsApp action.

A sample workflow with the Inbound WhatsApp action connected to the Send WhatsApp action

Note: You can use any of the Available Variables to customize the message or fields.

A sample Avaiable Variables section within the Configuration Panel

  1. Configure the Send WhatsApp action Inputs section. Select the appropriate Message Type:
    • For Text:
      • Message: Enter the message that you would like to send.

A blank Inputs section of the Configuration Panel for the Send WhatsApp action

  • For Image:

    • Media URL: Enter the URL where the image can be found.

    • Caption: Describe or annotate your image, if desired.

    • Media Type: Select the format of the image. Available file types can be selected from the drop-down menu.

 

Additional Inputs fields appear if "Image" is selected from the Message Type drop-down list

  1. Click Save to validate your flow for any errors and Deploy to put your flow into production. 

Customize Responses with Switch

  1. Drag an Inbound WhatsApp trigger onto the board.
  2. Drag a Switch action onto the board and connect it.

A sample flow beginning with the Inbound WhatsApp action connected to the Switch action

  1. In the Inputs section, add a new IbWapp.messageText Variable with the Condition Contains.
  2. Add the Value you want to use to prompt a certain WhatsApp response (WELCOME in the example below).

Sample Inputs in the Configuration Panel of a Switch action

  1. Click Add/Save.
  2. Connect a WhatsApp response to each condition in the Switch action to send a custom response based on each of your Values.
  3. Click Save to validate your flow for any errors and Deploy to put your flow into production.