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Send WhatsApp Message Action

The Send WhatsApp Message action is a custom WhatsApp provider workflow action that sends a WhatsApp message to a contact directly from your CRM workflows. Automate replies, confirmations, reminders, and follow-ups without sending anything by hand.

Why it matters: Manually replying to contacts on WhatsApp doesn't scale. With this action you can send personalized WhatsApp messages triggered by any CRM event—new leads, appointments, form submissions, replies, and more.

Key Benefits​

Automated Messaging - Send WhatsApp messages automatically from any workflow

Personalized Content - Use custom variables to tailor every message

Attachment Support - Include an image, video, or document with your message

Multi-Number Support - Choose which connected WhatsApp number sends the message

Workflow Integration - Combine with any CRM trigger for powerful automation

Who Should Use It​

Sales Teams - Instantly follow up with new leads on WhatsApp

Support Teams - Send confirmations and updates automatically

Agencies - Automate client-facing messaging across sub-accounts

Operations - Send reminders, alerts, and status updates

Marketers - Deliver timely, personalized WhatsApp touches

Requirements​

Before using this action:

  1. Update your WhatsApp provider app to the latest version

    • Go to App Marketplace → Installed Apps → WhatsApp provider → Update

  2. Connect a WhatsApp number

    • Use the WhatsApp Settings dashboard to connect one or more WhatsApp instances

How to Set Up​

Step 1: Create or Edit a Workflow​

  1. Go to Automation → Workflows
  2. Create a new workflow or edit an existing one
  3. Add your desired trigger (Form Submitted, WhatsApp Inbound, Appointment Booked, etc.)

Step 2: Add the Action​

  1. Click + or Add New Action after your trigger
  2. Switch to the Apps tab
  3. Click the WhatsApp provider app icon
  4. Select Send WhatsApp Message

Send WhatsApp Message

Step 3: Configure the Action​

FieldRequiredDescription
Action NameYesA label for this action in the workflow (e.g. "Send Whatsapp Message")
MessageYesThe message text to send (supports custom variables)
AttachmentsNoUpload a file (System upload) or pick one from the Media library
WhatsApp NumberNoThe connected number to send from. Leave empty to use the number-selection priority configured in your dashboard settings

Step 4: Save and Publish​

  1. Click Save action
  2. Review your complete workflow
  3. Toggle from Draft to Published

Action Fields Explained​

Message Field​

Enter the message you want to send. You can:

  • Type plain text
  • Use custom variables (click the tag icon to insert)
  • Include emojis
  • Use line breaks for formatting

Example with variables:

Hi {{contact.first_name}} 👋

Thanks for reaching out! A member of our team will get back to you shortly.

Meanwhile, feel free to reply here with any questions.

Attachments Field​

Attach a file to send with your message. You have two options:

  • System upload — Click to upload, or drag and drop a file
  • Media library — Select an existing file from your library

This field is optional.

WhatsApp Number Field​

Choose which connected WhatsApp instance sends the message.

Connected WhatsApp instances. Use the WhatsApp Settings dashboard to connect more WhatsApp instances. Leave this field empty to use the number-selection priority as configured in your dashboard settings.

Example Use Cases​

Use Case 1: Instant Lead Follow-Up​

Reply to a new lead the moment they submit a form.

Trigger: Form Submitted

Action: Send WhatsApp Message

  • Message:
Hi {{contact.first_name}}! 🎉

Thanks for your interest. We received your request and will be in touch within the next few minutes.

Use Case 2: Auto-Reply to Inbound Messages​

Acknowledge every inbound WhatsApp message automatically.

Trigger: WhatsApp Inbound

Action: Send WhatsApp Message

  • Message:
Thanks for your message! We've received it and will reply shortly. 🙏

Important Notes​

Technical Details​

  • Messages send from your connected WhatsApp number
  • Leaving WhatsApp Number empty uses your dashboard's number-selection priority
  • Supports text, emojis, and one attachment per message
  • Works with all standard CRM workflow triggers

Best Practices​

  • Keep messages concise and personal
  • Use relevant variables only
  • Test before publishing
  • Avoid over-messaging — too many messages cause fatigue

FAQs​

Which number does the message send from?​

The one you select in the WhatsApp Number field. If you leave it empty, it uses the number-selection priority configured in your WhatsApp dashboard settings.

Can I attach a file?​

Yes. Use the Attachments field to upload a file (System upload) or pick one from the Media library.

Can I personalize the message?​

Yes. Click the tag icon in the Message field to insert custom variables like {{contact.first_name}}.

What happens if WhatsApp is disconnected?​

The message will fail to send. We recommend setting up the WhatsApp Disconnected trigger to get alerts when your number goes offline.

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