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Only Owners, Admins, and Managers can access this feature.

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See how to build a WhatsApp automation, which allows you to ask questions and send personalized recommendations.

For instance, you can run quizzes, surveys, and buying guides all through WhatsApp messages. Not only is this a quick and easy way to engage your audience, it is a great way to gather more data and inform your marketing strategies.

This article focuses on the steps to create an automation. For details on how automations work, their settings, etc., see getting started with automations, although note that it currently does not mention WhatsApp specifically.

Before you begin

Please note the following:

• You must already have WhatsApp set up.
• Automations only reply to current WhatsApp subscribers.
• Your outbound messages use credits in your billing plan.
• Each automation must include at least:
  • 1 message.
  • 2 choices per message.
  • 1 recommendation.

Build an automation

Set up an automation and its trigger keywords

1. Navigate to Automations.

2. Click Create automation.

3. Once in the new automation, click on the Trigger.

4. Select a trigger type from the right sidebar, either:

   • Always on

     or

   • Message response (i.e., a campaign or flow message)

     

5. Type in the word or phrase you want as the trigger keyword. Please note that:

   • Trigger keywords work by checking if an inbound text is an exact match to those words.
     • Ex: if you use “Pets” as a trigger keyword, the automation will only trigger for “Pets,” and not “pet” or “petsitter.”
   • Trigger keywords must be:
     • 4 or more characters.
     • Unique (i.e., they cannot be used for any other automation, subscribe keyword, or compliance keyword).

6. Click Save.

7. Optional: to add more trigger keywords:

   • Click the trigger again.

   • Select Add keyword.