Setting Up WhatsApp Interactive Message Workflows

The WhatsApp Interactive Workflow feature allows administrators to design structured workflows for WhatsApp conversations. Once configured, customers are presented with a set of predefined, selectable options within the chat interface. These options help guide users through specific processes or queries, making it easier to collect relevant information and streamline support interactions.

Types of Supported Interactive WhatsApp Messages

• Button Messages: Provide quick reply options such as Track Order, Talk to Agent, or other predefined actions for faster engagement.
• List Messages: Display a menu-style list of options that guide users through structured choices, ideal for collecting specific details or navigating workflows.

To configure WhatsApp interactive message workflows, follow these steps:

1. Navigate to Admin → Chat → Automation → Chat Automation → Workflows.

2. Click the Add Workflow button to begin configuration.

3. In the Workflow Triggers section, choose the appropriate trigger, based on your automation needs. Available triggers include:

   • Conversation Created: Triggered when a customer starts a new conversation.
   • Conversation Field Updated: Triggered when any field in a conversation is updated.
   • Conversation Status Changed: Triggered when the status of a conversation is changed by a customer or agent.
   • Conversation Assignee Updated: Triggered when a conversation is assigned or reassigned to different agents.
   • SLA Breached: Triggered when a conversation breaches its response due or resolution due time.
   • Transferred From AI to Agent: Triggered when a conversation is handed over from an AI bot to a human agent.
   • Reusable Workflow: Allows you to reuse a predefined workflow within another workflow.

4. Click Add Workflow to begin configuration.

   

5. Fill in the workflow Name, Description and select the Brand.

6. On the Source field, select the WhatsApp channel configured in your tenant.

7. Set the conditions under which the workflow should trigger, this is optional.

   

8. Choose Whatsapp interactive message to configure the interactive button message.

   
   

9. Choose the Whatsapp interactive list to configure interactive list message.

   
   

10. Once all messages are added, end the workflow using Exit block.

    
    
    Once the workflow is active, if an incoming WhatsApp message matches the defined rules, the configured interactive message will be sent. Based on the user’s selection, the workflow will continue along the defined branches and eventually end.