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Setting Up Reply Materials

Updated over 2 weeks ago

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.

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:

  1. Go to Automation > Reply Material.

  2. Click on the Image tab.

  3. Click the Add Image button.

  4. Browse and select an image from your device.

  5. 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:

  1. Go to Automation > Reply Material.

  2. Click on the Sequence tab.

  3. Click the Add Sequence button.

  4. 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 Broadcast 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 is WATI Reply Material?

WATI Reply Material allows users to create predefined responses that can be used in automated replies before setting up keywords. This helps maintain consistency in responses and improves efficiency.

2. What types of reply materials can I create?

You can create text, documents, images, videos, stickers, chatbots, sequences, contact attributes, and templates.

3. What is the difference between reply materials and routing actions?

  • Reply materials are predefined responses that are sent to users.

  • Routing actions determine how a conversation is handled, such as assigning it to a team or sending a notification.

Using Reply Materials

4. How do I add a new reply material?

Go to Automation > Reply Material, select the desired type, click Add, and follow the on-screen instructions.

5. Can I use the same reply material for multiple keywords?

Yes, you can reuse reply materials for multiple keyword replies.

6. Can I edit or delete a reply material?

Yes, you can edit or delete a reply material from the Reply Material tab in the Automation section.

Specific Reply Materials

Text

7. How do I create a text reply material?

  1. Go to Automation > Reply Material

  2. Click on the Text tab

  3. Click Add Text

  4. Enter the Material Name and Material Content

  5. Click Save

Documents

8. What file formats are supported for document reply materials?

Supported document formats include .txt, .pdf, .doc, .docx, .xls, .xlsx, .ppt, .pptx.

9. What is the maximum file size for documents?

The maximum file size for documents is 75 MB.

Images

10. What image formats are supported?

Supported image formats include .jfif, .pjpeg, .jpeg, .pjp, .jpg, .png.

11. What is the maximum image file size?

The maximum file size for images is 5 MB.

Videos

12. What video formats are supported?

Supported video formats include .m4v, .mp4, .3gpp.

13. What is the maximum file size for videos?

The maximum file size for videos is 16 MB.

Stickers

14. What sticker format is supported?

Stickers must be in .webp format with a resolution of 512x512 pixels.

15. What is the maximum file size for stickers?

The maximum file size for stickers is 100 KB.

Chatbots

16. How do I create a chatbot reply material?

  • Go to Automation > Reply Material

  • Click on the Chatbots tab

  • Click Add Chatbot

  • Click Yes when prompted to redirect to the Chatbot Builder

  • Follow the Chatbot Builder Guide for detailed instructions

Sequences

17. What is a sequence in reply materials?

A sequence is a series of automated messages sent over time.

18. How do I add a sequence reply material?

  • Go to Automation > Reply Material

  • Click on the Sequence tab

  • Click Add Sequence

  • Click Yes if a confirmation popup appears

  • Follow the steps in the Sequence Feature Guide

Contact Attributes

19. What are contact attributes in reply materials?

Contact attributes allow you to store and update user information dynamically.

20. How do I create a contact attributes reply material?

  • Go to Automation > Reply Material

  • Click on the Contact Attributes tab

  • Click Add Action

  • Enter the Material Name

  • Choose the Attribute and assign a Value

  • Click Save

21. Can I create custom attributes?

Yes, custom attributes can be created from the Contact screen or the Team Inbox screen.

Templates

22. What is a template reply material?

A template is a pre-approved WhatsApp message that can include text, media, and interactive buttons.

23. How do I add a template reply material?

  • Go to Automation > Reply Material

  • Click on the Templates tab

  • Click Add Template

Related Articles
How to Set Up Keyword Actions
What are Reply Materials?
How to Set Up Actions in Wati
Setting Up Quick Replies and Chatbot with a Template Message
How to Set Up Triggers in Wati
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