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Send WhatsApp messages through an automation workflow

WhatsApp is one of the most used communication channels worldwide. With everything going faster nowadays, many people prefer to receive marketing communications over WhatsApp to avoid overcrowding their email inboxes and to access short and quick information. WhatsApp in Automation on Brevo allows you to avoid manual work and missed opportunities by automating the sending of your marketing WhatsApp messages to target and engage contacts who prefer communications over WhatsApp. 

Which WhatsApp messages can I send with automation? 

Automation allows you to automate repetitive tasks related to marketing activities. The tasks are automated in response to pre-defined trigger conditions, which usually correspond to your contacts' attributes or actions that they take on your website, for example. An automation workflow usually consists of 3 steps:

arrow.png
Entry point
Contact enters the workflow based on predefined criteria
Actions or conditions
Contact move through the steps of the workflow
Restart or exit conditions
Contact automatically restarts or exits the workflow based on predefined criteria

With WhatsApp in Automation, you can automate the sending of your WhatsApp messages for different purposes:

  Entry point Condition Action

Abandoned cart
Send a WhatsApp message after a contact abandons a cart.

Website activity >
An event happens >
cart_updated
(track event)
Add a delay Send a WhatsApp message

Product purchase
Send a WhatsApp message when a product is purchased on your website.

Website activity >
An event happens >
order_completed
(track event)

Welcome message
Send a welcome WhatsApp message after a subscriber joins your list.

Contact details >
Contact is added to a list

Anniversary Date
Send an annual WhatsApp message or series of messages based on a special event or birthday.

Contact details >
Anniversary
 
💡 Good to know
In this article, we will create a common and easy use case for illustration purposes: send a welcome WhatsApp message to your new subscribers. You can easily adapt this use case to your needs and user flows by creating WhatsApp campaigns for different purposes and adapting the pre-configured automation workflows

Before you start

  1. Link your WhatsApp Business account to Brevo through the embedded signup. 
  2. Verify your WhatsApp Business account
  3. Purchase WhatsApp credits to send WhatsApp messages through automation workflows.
  4. Ensure you have correctly collected your contacts' consent for WhatsApp messages
  5. If you are unfamiliar with marketing automation in Brevo, check our dedicated articles Introduction to Marketing Automation.

🎨 Part 1: Create a WhatsApp message

Create WhatsApp campaigns to integrate into your automation workflows, such as welcome or anniversary messages or abandoned carts. For our use case, we created a welcome message:

WA_welcome-message-example_EN-US.png

❗️ Important

Meta has to approve your WhatsApp campaigns before they can be used in automation workflows. Most of the time, it will only take a few minutes for Meta AI to approve your message. However, in some cases, Meta will need to manually review your message before approving or rejecting it. This manual review can take up to 24 hours. Once Meta approves your message, you'll receive a notification in Brevo, as well as an email.

🔁 Part 2: Create your automation workflow

Choose an automation workflow type

Once your WhatsApp message is created and approved by Meta, you can start using it in your automation workflow: 

  1. Go to Automation
  2. Click Create a workflow
  3. Click Create a custom workflow. For our use case, we will create a workflow similar to the Welcome Message pre-configured workflow but with the Send a WhatsApp message action.
    wa_create-custom-workflow_EN-US.png
  4. Enter a relevant name for your workflow to easily recognize it in the list. 
  5. Optional: Enter a description of your workflow.
  6. Choose if you want to allow your contacts to enter the workflow more than once. This option can be enabled for product purchase or marketing activity workflows.
    However, for our use case, we only want contacts to enter the workflow once since it is a welcome message sent only when they subscribe.  
  7. Click Start automating

The automation workflow configuration page opens. You can now choose your entry points, conditions, and actions to activate your workflow ⬇️.

Create your automation workflow entry point 

According to your needs and automation workflow purposes, choose an entry point for your automation workflow. An entry point is a condition to filter your contacts and allow them to begin the workflow. To learn more about the different entry points, check our dedicated article What are the entry points in Marketing Automation?.

For our use case, the entry point for the welcome message workflow is A contact is added to a list so that once a contact is added to the selected list, they enter the workflow. To add an entry point:

  1. Click Add an entry point.
  2. Select the entry point to your workflow. For our use case, click Contact Details > A contact is added to a list
  3. Select from the drop-down the contact list to which your WhatsApp contacts are added when they subscribe to your WhatsApp marketing communications. 
    ❗️ Important
    If you collected your contacts' consent for different message categories, remember to create different entry points for each contact list to which your WhatsApp contacts are added. 
  4.  Click OK
    wa_automation-entry-point_EN-US.gif

Once you choose your entry point, you can add a condition that will trigger the sending of the WhatsApp message ⬇️.

(Optional) Add a condition to your automation workflow 

Add a condition to the triggering of your action in the workflow: 

  • Add a delay between the moment when your contact enters the workflow and the action.
  • Wait until another event occurs before triggering the action. 
  • Choose If/Else conditions to divide the workflow into 2 branches: one branch for yes, the other for no. 
  • Create an A/B Split to separate your contacts in a 50:50 ratio to follow path A or path B. 

To learn more about the different conditions and how to use them, check our dedicated article What are the conditions in Marketing Automation?

For our use case, we want to wait for a certain period of time before sending the welcome WhatsApp message to our contacts: 

  1. Click the + icon under your entry point. 
  2. From the Condition list, click Add a delay
  3. Choose the period of time to wait for between the moment your contact enters the workflow and the sending of the WhatsApp message. 
    For our use case, we want our contacts to receive the WhatsApp message 2 minutes after their subscription. 
  4. Click OK.
    wa_automation_delay_EN-US.gif

Select the WhatsApp message to send

It is now time to choose which WhatsApp message you want to automate! 

  1. Click the + icon under your entry point or condition if you added one. 
  2. From the Action list, click Send a WhatsApp message.
    wa_automation-choose-wa-action_EN-US.gif 
  3. Ensure that you WhatsApp Business account is connected and check that you have enough WhatsApp & SMS credits to activate the workflow.
  4. From the drop-down list, choose the WhatsApp message you want to use for this automation workflow or create a WhatsApp message.
    ❗️ Important

    Meta has to approve your WhatsApp campaigns before they can be used in automation workflows. Most of the time, it will only take a few minutes for Meta AI to approve your message. However, in some cases, Meta will need to manually review your message before approving or rejecting it. This manual review can take up to 24 hours. Once Meta approves your message, you'll receive a notification in Brevo, as well as an email.

    For our use case, we will choose the Welcome message message created during step 1. 
    wa-automation_select-message_EN-US.gif
  5. Click OK.

Your automation workflow is now ready! Test it before activating it ⬇️.

🧪 Part 3: Test your workflow

❗️ Important
Before testing your workflow, ensure that the email address you will use for testing is not already registered in your contacts.

Testing your workflow is optional. However, we highly recommend running some tests before activating your workflow to ensure that it is working as expected:

  1. Optional: If you do not have an email address field in your subscription form for WhatsApp, add one for the test phase. You can remove the email address field once the test phase is done. 
  2. Click the flask-icon.png flask icon at the top-right of your screen. 
  3. Enter the email address you want to use to test your workflow. 
  4. Optional: Check the Skip 'Wait For' steps box to skip the Add a delay or Wait until steps. 
  5. Click DONE
    wa_automation-test-workflow_EN-US.png
  6. Perform the action that allows your contacts to enter your workflow.
    In our use case, we want our contacts to enter the workflow when they are added to the WhatsApp general subscription list. Fill in your subscription form for WhatsApp messages and enter your test email address. 
    💡 Good to know
    Sending a test WhatsApp message will not be deducted from your WhatsApp credits 🎉.

✅ Part 4: Activate your workflow 

Once the setup of your automation workflow is done, activate it to run tests and allow contacts to receive your WhatsApp messages. 

Click Activate the workflow at the top-right of your screen.

Congratulations! 🎉 Now, every time a contact enters your workflow, they will receive your WhatsApp message without any manual action from your side. Enjoy your free time!

❓FAQs

What happens if I do not have enough WhatsApp credits or reached my sending limit?

If you do not have enough WhatsApp credits or reached your sending limit while your workflow is active, your workflow will be triggered, but your WhatsApp message will not be sent to contacts who enter it. Ensure you always have a minimum of WhatsApp credits and increase your sending limit so that a maximum of your contacts can enter your workflow and receive your WhatsApp messages.

How and where can I edit and manage my WhatsApp messages?
You can manage your WhatsApp messages from Campaigns > WhatsApp. However, you cannot actually edit a WhatsApp message since each new WhatsApp campaign has to be approved by Meta before it can be used in an automation workflow. To edit an existing WhatsApp message, select Use an existing message from the design step of your WhatsApp campaign creation and select the WhatsApp message you want to edit.
Can I use the same WhatsApp message in different workflows?
Yes. You can select any approved WhatsApp campaign from the list and add it to multiple workflows.
Where can I access my WhatsApp automation workflow statistics?

The statistics of your WhatsApp automation workflows are not accessible from the WhatsApp campaign page. To access the statistics of your WhatsApp automation workflows, either click: 

  • Automation > Logs > Name of your workflow.
    ❗️ Important
    Due to Meta limitations, we cannot display the number of sent WhatsApp messages in the logs. To view the number of sent WhatsApp messages, go to your workflow statistics instead👇. 
  • The stats-icon.png stats icon within the workflow, or
  • Automation > Name of your workflow > More > Stats.
    wa_automation-stats_EN-US.png

 

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

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