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Overview

WhatsApp combined with HoopAI’s automation engine is a powerful combination. You can:
  • Instantly reply to inbound WhatsApp messages
  • Send appointment reminders and order notifications automatically
  • Deploy AI agents that qualify leads and book appointments 24/7
  • Run re-engagement campaigns to thousands of contacts
  • Build multi-step drip sequences that respect the 24-hour window
All WhatsApp automations live in Automation > Workflows and use the same workflow builder as other channels.

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Triggering workflows from WhatsApp messages

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Inbound WhatsApp trigger

To start a workflow when a customer messages you on WhatsApp:
1

Create a new workflow

Go to Automation > Workflows and click Create Workflow.
2

Select the trigger

Choose Customer Replied or Inbound Message as the trigger type.
3

Filter by channel

Add a filter to only trigger on WhatsApp messages. This prevents the workflow from firing on SMS or email replies.
4

Optional: filter by keyword

Add keyword filters to trigger only on specific messages. For example, trigger only when the message contains “pricing” or “appointment”.

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Other triggers that send WhatsApp

You’re not limited to inbound message triggers. These events can also send WhatsApp messages as an action:
TriggerWhatsApp use case
Appointment bookedSend confirmation via WhatsApp
Appointment reminderSend reminder 24 hours and 1 hour before
Form submittedWelcome message via WhatsApp
Pipeline stage changedNotify contact about deal progress
Invoice sentSend payment link via WhatsApp
Order status changedShipping and delivery updates
Contact tag addedTrigger a campaign sequence
Birthday/date fieldSend birthday greetings

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Sending WhatsApp messages from workflows

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Template messages (outside 24-hour window)

When sending a WhatsApp message to a contact who hasn’t recently messaged you, you must use an approved template:
1

Add a Send WhatsApp action

In the workflow builder, add the Send WhatsApp action.
2

Select a template

Choose from your approved templates. Only templates with Approved status appear.
3

Map variables

Map template variables to contact fields, custom values, or workflow data. For example, map {{1}} to the contact’s first name.
4

Set the sending number

Select which connected WhatsApp number to send from (if you have multiple).

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Free-form messages (inside 24-hour window)

If the workflow is triggered by an inbound WhatsApp message (meaning the window is open), you can send free-form messages:
  • Type any text directly
  • Attach images, videos, or documents
  • Use personalization variables (contact name, custom fields)
  • Include links
Free-form messages will fail if the 24-hour window has closed. Always use template messages for delayed workflow actions (e.g., follow-ups sent hours or days later). See the 24-hour window guide for details.

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WhatsApp-specific workflow actions

ActionDescription
Send WhatsApp messageSend a template or free-form message via WhatsApp
Send WhatsApp mediaSend an image, video, or document
Wait for WhatsApp replyPause the workflow until the contact replies on WhatsApp
WhatsApp reply conditionBranch based on what the contact replied (keyword matching)
Assign conversationRoute the WhatsApp conversation to a specific team member

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Building a WhatsApp chatbot flow

Create an interactive chatbot that guides customers through a menu without any AI:
1

Trigger on inbound WhatsApp

Use the Customer Replied trigger filtered to the WhatsApp channel.
2

Send a welcome message with options

Send a message like:
Welcome to HoopAI! How can we help you today?

Reply with a number:
1️⃣ Product information
2️⃣ Order status
3️⃣ Book an appointment
4️⃣ Speak to an agent
3

Wait for reply

Add a Wait for Reply action with a timeout (e.g., 5 minutes).
4

Branch by response

Use If/Else conditions to route based on the customer’s reply:
  • Reply contains “1” → send product info
  • Reply contains “2” → ask for order number, look up status
  • Reply contains “3” → send booking link or trigger appointment workflow
  • Reply contains “4” → assign to a human agent
5

Add fallback

If the reply doesn’t match any option, send “Sorry, I didn’t understand. Please reply with 1, 2, 3, or 4.”

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WhatsApp + AI agent setup

HoopAI’s Conversation AI can handle WhatsApp conversations automatically:
1

Enable Conversation AI

Navigate to Settings > Conversation AI and ensure AI is enabled for your account.
2

Enable WhatsApp channel

In the AI agent settings, enable the WhatsApp channel. The AI will respond to inbound WhatsApp messages.
3

Train the AI

Upload your knowledge base, FAQ documents, and business information. The AI uses this to answer customer questions accurately.
4

Set handoff rules

Configure when the AI should hand off to a human agent:
  • Customer explicitly asks for a human
  • AI confidence is below a threshold
  • Conversation involves sensitive topics (billing disputes, complaints)
5

Test the flow

Send test messages to your WhatsApp number and verify the AI responds correctly, stays on topic, and hands off when appropriate.
The AI agent operates entirely within the 24-hour window since it only responds to inbound messages. It cannot proactively reach out to contacts.

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Common automation recipes

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Auto-reply outside business hours

1

Trigger on inbound WhatsApp message

Use the Customer Replied trigger filtered to WhatsApp.
2

Add a time condition

Use an If/Else branch to check if the current time is outside business hours (e.g., before 9 AM or after 6 PM, or weekends).
3

Send auto-reply

If outside hours, send:
Thanks for reaching out! Our team is available Monday-Friday,
9 AM - 6 PM EST. We'll get back to you first thing next business day.
4

During business hours

If during hours, either let the AI agent handle it, or assign the conversation to a team member.

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Lead qualification via WhatsApp

1

Trigger on new WhatsApp conversation

Trigger when a new contact messages you for the first time on WhatsApp.
2

Ask qualifying questions

Send a series of messages asking about their needs, budget, timeline, etc. Use Wait for Reply between each question.
3

Score the lead

Based on replies, update the contact’s lead score or tag them (e.g., “hot-lead”, “cold-lead”).
4

Route based on score

  • Hot leads → assign to sales rep, send notification
  • Warm leads → add to nurture sequence
  • Cold leads → send helpful resources, add to monthly newsletter

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Appointment booking via WhatsApp

1

Trigger on keyword

Trigger when a WhatsApp message contains “book”, “appointment”, or “schedule”.
2

Send booking link

Reply with your HoopAI calendar booking link:
Great! You can book an appointment at a time that works for you:
{{calendar_link}}
3

Confirmation follow-up

When the appointment is booked, trigger a separate workflow that sends a WhatsApp confirmation (using a utility template).

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Order notifications via WhatsApp

Use workflow triggers tied to your order management system:
EventTemplate to send
Order placed”Your order #{{1}} has been confirmed”
Order shipped”Your order has shipped. Track it: {{1}}”
Out for delivery”Your order is arriving today!”
Delivered”Your order has been delivered. How was your experience?”

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Re-engagement campaigns

1

Build your audience

Create a contact segment of customers who haven’t purchased or engaged in 30+ days and have opted in to WhatsApp marketing.
2

Create a marketing template

Design a compelling re-engagement template with a special offer and a CTA button. Submit for template approval.
3

Build the campaign workflow

Create a workflow triggered by segment membership or a manual campaign trigger. Add the Send WhatsApp action with your approved template.
4

Monitor results

Track delivery rates, read rates, and conversions in Settings > WhatsApp > Analytics.

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WhatsApp drip sequences

Multi-step sequences require careful planning because of the 24-hour window:
StepTimingMessage type required
Step 1 (initial)ImmediateTemplate (business-initiated)
Step 2Day 2Template (window from Step 1 is closed)
Step 3Day 5Template
Step 4Day 10Template
Every step in a drip sequence that’s sent more than 24 hours after the last customer reply requires a template message. Each template send opens a new paid conversation. Factor this into your cost planning.

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Drip sequence best practices

  • Get replies — design each message to encourage a reply, which opens a free service conversation window
  • Use utility templates for transactional steps (cheaper than marketing)
  • Limit sequence length — 3-5 steps is ideal; more than that risks quality drops
  • Include exit conditions — stop the sequence if the contact converts, unsubscribes, or replies with “stop”
  • Respect frequency — don’t send more than one template per day to the same contact

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Bulk WhatsApp campaigns

Send WhatsApp messages to a large audience at once:
1

Prepare your contact list

Create a segment or smart list of contacts who have:
  • Valid WhatsApp numbers
  • Opted in to receive WhatsApp messages
  • Not been messaged too recently
2

Select an approved template

Only approved marketing or utility templates can be used for bulk sends.
3

Configure the campaign

Set the sending number, map variables, and configure throttling (sending speed).
4

Send or schedule

Send immediately or schedule for a specific date and time.

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Bulk campaign limits

FactorLimit
Contacts per 24 hoursBased on your tier level (250 to unlimited)
Recommended throttle50-100 messages per minute to avoid quality issues
Template requirementYes — always required for bulk sends
Opt-in requirementYes — contacts must have opted in
Sending bulk WhatsApp messages to contacts who haven’t opted in will rapidly degrade your quality rating and may result in your number being suspended by Meta.

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Frequently asked questions

Yes. Use If/Else conditions to check the contact’s preferred channel or whether they have a WhatsApp number. Send WhatsApp to those who do, SMS to those who don’t.
No. Workflow delays (wait steps) don’t generate any messages, so they don’t affect the window. Only an actual inbound message from the contact resets the window.
Yes. Use an Inbound Webhook trigger, then add a WhatsApp send action. This is useful for integrating with external systems (e-commerce platforms, custom apps).
Failed messages are logged in the campaign report. Common failure reasons include invalid numbers, closed windows (shouldn’t happen with templates), or hitting rate limits. You can retry failed contacts.
The AI agent responds within the 24-hour window using free-form messages. It does not send templates. For template-based follow-ups after the AI conversation, use a separate workflow.
Use workflow settings to prevent re-enrollment — if a contact is already in the workflow, they won’t be added again. Also add conditions to check if a message was already sent recently.
Last modified on March 7, 2026