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WhatsApp Automation
Set up automation rules specific to your WhatsApp channels — auto-replies, keyword triggers, and workflow assignments.
Overview
WhatsApp automation lets you define rules that automatically respond to or route incoming messages. This is separate from the global Automation section — these rules apply specifically to WhatsApp channels and are evaluated before the global automation pipeline.
Info
For AI-powered automation (agents, knowledge base, routing), see the Automation section.
Creating Automation Rules
1
Go to WhatsApp → Automation
Navigate to the Automation page under the WhatsApp section.
2
Click "Add Rule"
Click the "Add Rule" button to create a new automation rule.
3
Define the trigger
Choose when the rule should fire: on new message, on keyword match, on first contact, or on specific time conditions.
4
Define the action
Choose what happens: send auto-reply, assign to team member, assign to AI agent, add tag to contact, or trigger a webhook.
5
Save and activate
Save the rule and toggle it to active. Rules are evaluated in order — drag to reorder priorities.
Keyword Triggers
Keyword triggers fire when an incoming message contains specific words or phrases.
1
Add keywords
In the trigger configuration, select "Keyword Match" and enter one or more keywords (e.g., "pricing", "help", "order status").
2
Choose match type
Select "Contains" (keyword appears anywhere in message) or "Exact Match" (entire message matches the keyword).
Tip
Use keyword triggers for common questions like "What are your hours?" or "How do I return an item?" to provide instant automated responses.
Auto-Reply Setup
Auto-replies send an immediate response when a rule triggers. You can configure:
- • Text reply — Send a plain text message
- • Template reply — Send an approved template with variables
- • Delay — Add a delay before sending (to feel more natural)