This guide walks you through setting up automated WhatsApp messages in your CRM, so you can improve response times, keep customers happy, and make your messaging more consistent. Automating WhatsApp lets you send timely, personalised messages, manage conversations more efficiently, and keep communication on track.

Setting Up WhatsApp Integration

Before you start creating templates or automations, make sure WhatsApp is connected correctly. Here's how to get started:

Navigate to the settings menu in your CRM account and select the WhatsApp option. Link your account with your Facebook Business account and the phone number you've purchased through the CRM.

Follow the guided process to complete the setup.

Creating WhatsApp Templates

Templates are pre-designed messages that you can send to your contacts. To create a new template, click "Create Template" after connecting your account, then choose to build it from scratch or using AI.

In this guide, we will create the template from scratch.

Enter a template name and select a category, then choose the language for your template. Next, add a header, body text, and footer, using custom variables such as the contact's first name to personalise the message.

Preview your template on the right side of the screen to check it looks right, then click "Create" to save it.

Templates can include headers, body text, and footers, with options to personalise messages using custom variables.

Automating WhatsApp Messages

Automation lets you send WhatsApp messages based on specific triggers. Here's how to set up a basic automation:

Navigate to the Automation section in your account. Create a new workflow, or update an existing one from the list.

Select a suitable trigger (e.g., customer replied) and specify the trigger conditions (e.g., reply channel is WhatsApp).

Add actions to your automation, such as tagging the contact as an active WhatsApp user.

Include a delay (e.g., 1 minute) to make the response feel more natural.

Choose to send a WhatsApp message using either a pre-designed template or a manual text with custom variables.

📌Note: WhatsApp messages that don't use a pre-approved template (free-form messages) can only be sent if the customer has first initiated contact within a 24-hour window. If you are starting a new conversation with a customer, you need to use a pre-approved template.

Add any other actions relevant to your workflow, then save and publish it to keep interactions timely and consistent.

With the right automations in place, WhatsApp can become a reliable channel for staying connected with your audience and getting better results.

Frequently Asked Questions

Q: What if my WhatsApp messages are not sending?

  • Check that your WhatsApp integration is set up correctly and that you have an active internet connection. Also verify that the phone number is correctly linked and verified.

Q: Can I use custom variables in all parts of the template?

  • Yes, custom variables can be used in the header, body, and footer of the template to personalise your messages.

Q: How many templates can I create?

  • There is no set limit on the number of templates you can create. That said, it's worth keeping them organised so they're easy to find and manage.