Summary
Wati Automation allows you to create predefined reply materials that can be used in automated responses before setting up keywords. By using reply materials, you can ensure consistency in responses and streamline customer interactions. This article walks you through the different types of reply materials and how to set them up.
Note: Broadcasts are now Campaigns – same powerful features, updated name!
Instructions
Types of Reply Materials
There are two categories of reply materials in Wati:
Reply Materials Menu: Includes text, documents, images, videos, stickers, chatbots, sequences, contact attributes, and templates.
Routing Menu: Includes actions like sending notifications, assigning chats to operators, and assigning chats to teams.
Supported Reply Materials
1. Text
Text-based reply materials allow you to send simple messages with emojis. Steps to Add a Text Reply Material:
Go to Automation > Reply Material.
Click on the Text tab.
Click the Add Text button.
Enter the Material Name and Material Content.
Click Save.
2. Document
Attach and send documents such as PDFs, Excel sheets, and Word files. Steps to Add a Document Reply Material:
Go to Automation > Reply Material.
Click on the Document tab.
Click the Add Document button.
Browse and select a document from your device.
Click Open, then wait for the upload to complete.
3. Image
Send images in supported formats like JPG and PNG. Steps to Add an Image Reply Material:
Go to Automation > Reply Material.
Click on the Image tab.
Click the Add Image button.
Browse and select an image from your device.
Click Open, then wait for the upload to complete.
4. Video
Send videos to engage with users visually. Steps to Add a Video Reply Material:
Go to Automation > Reply Material.
Click on the Video tab.
Click the Add Video button.
Browse and select a video file from your device.
Click Open, then wait for the upload to complete.
5. Stickers
Send .webp format stickers to enhance chat engagement. Steps to Add a Sticker Reply Material:
Go to Automation > Reply Material.
Click on the Stickers tab.
Click the Add Stickers button.
Browse and select a sticker file from your device.
Click Open, then wait for the upload to complete.
6. Chatbots
Enable interactive chatbot conversations. Steps to Add a Chatbot Reply Material:
Go to Automation > Reply Material.
Click on the Chatbots tab.
Click the Add Chatbot button.
A prompt appears, asking to redirect to the Chatbot Builder menu.
Click Yes to proceed.
7. Sequence
Trigger pre-configured sequences to automate follow-ups. Steps to Add a Sequence Reply Material:
Go to Automation > Reply Material.
Click on the Sequence tab.
Click the Add Sequence button.
If a confirmation popup appears, click Yes.
8. Contact Attributes
Update customer attributes dynamically based on interactions.
Steps to Add a Contact Attributes Reply Material:
Go to Automation > Reply Material.
Click on the Contact Attributes tab.
Click the Add Action button.
Enter the Material Name.
Choose the Attribute and assign a Value.
Click Save.
Note: System attributes and custom attributes are available. Custom attributes can be created from the Contact screen or the Team Inbox.
9. Templates
Reuse pre-approved WhatsApp templates for automated responses.
Steps to Add a Template Reply Material:
Go to Automation > Reply Material.
Click on the Templates tab.
Click the Add Template button.
A popup appears for template creation. Follow the same steps as when creating a template from the Campaign tab.
Supported Media File Types and Sizes
Media Type | Supported Extensions | Max File Size |
Image | jfif, pjpeg, jpeg, pjp, jpg, png | 5 MB |
Video | m4v, mp4, 3gpp | 16 MB |
Audio | aac, m4a, amr, mp3, opus | 16 MB |
Document | text, txt, pdf, doc, docx, xls, xlsx, ppt, pptx | 75 MB |
Sticker | webp (512x512 pixels) | 100 KB |
By following these steps, you can efficiently create and manage reply materials in Wati to enhance automated responses and improve customer interactions.
Frequently Asked Questions (FAQs)
General questions
1. What are reply materials in Wati Automation?
Reply materials are predefined content blocks that you can reuse in automated responses to ensure consistent and efficient communication with customers.
2. Do I need to set up keywords before creating reply materials?
No. You can create and manage reply materials first, and then use them later when setting up automation keywords.
3. Are broadcasts and campaigns different features?
No. Broadcasts have been renamed to Campaigns. The functionality remains the same, only the name has changed.
Reply material types
4. What types of reply materials are available in Wati?
Wati supports text, documents, images, videos, stickers, chatbots, sequences, contact attributes, templates, and routing actions like assigning chats or sending notifications.
5. What is the difference between the Reply Materials menu and the Routing menu?
The Reply Materials menu focuses on message content, while the Routing menu is used for actions such as assigning chats to operators or teams and sending internal notifications.
Setup and usage
6. Can I update customer details using reply materials?
Yes. Contact Attributes reply materials let you update system or custom customer attributes dynamically during a conversation.
7. Can I reuse WhatsApp templates as reply materials?
Yes. You can add pre-approved WhatsApp templates as reply materials and reuse them in automated responses.
8. Where do I create chatbots and sequences used in reply materials?
Chatbots are created in the Chatbot Builder, and sequences must already be configured before you can add them as reply materials.
Media and file support
9. What file formats and sizes are supported for media reply materials?
Wati supports common image, video, audio, document, and sticker formats, with size limits ranging from 100 KB for stickers up to 75 MB for documents.