Summary
Rule-based automation in Wati helps you automatically perform tasks based on specific events and conditions. By creating rules, you can trigger actions such as sending messages, updating information, or responding to customers without manual effort.
Each rule in Wati is built using three core components: Triggers, Filters, and Actions. This guide explains what these components mean and walks you through how to create your first automation rule.
Instructions
Understanding the building blocks of a rule
Rule-based automation works by connecting three elements that define when, why, and what should happen.
Trigger
A Trigger is the event that starts the automation.
Examples of triggers include:
A new message is received
A contact attribute is added
A contact attribute is updated
When this event occurs, the rule begins to run.
Filter
A Filter defines the conditions that must be true for the rule to continue. For example, you may only want the rule to run if a message contains a specific keyword, if the message has a image or document attached, if the message is a voice note, or if a contact attribute has a certain value.
Action
An Action is the automated task that Wati performs after the trigger occurs and the filter conditions are met.
Examples of actions include:
Sending a template message
Updating contact attributes
Assigning a conversation
Steps to create a rule
Follow these steps to create your first automation rule in Wati:
1. Go to automation rules
Navigate to the Automation page.
Select the Rules tab from the left panel.
2. Create a new rule
Click Create new rule.
Select the Trigger you want to use.
3. Open the rule builder
After selecting a trigger, you will be taken to the Rule Builder page. Give an appropriate name for your rule before proceeding.
The Rule Builder allows you to configure the three components of your rule:
Trigger
Filter
Action
For this example, we will use the trigger New attribute is added to a contact.
4. Configure the trigger
Click the Trigger block.
Select the contact attribute you want the rule to monitor.
5. Add a filter (optional)
Filters let you narrow down when the rule should act. For example, you can set a filter so the rule only runs if a message contains a specific keyword or if a contact attribute has a particular value. If no filter is added, the rule runs for every contact that matches the trigger.
6. Add and configure the action
Click the Action block.
Choose the action you want the rule to perform.
For this example:
Select Send template message.
Choose the template you want to send automatically when the rule is triggered.
Wati will continue to add more automation actions over time to support additional use cases.
Example rule
Here is a simple example of how a rule works.
Scenario:
A new attribute
countryis added to a contact.The attribute value contains the word "india".
Result:
Wati automatically sends a predefined wati_test template message to that contact.
This type of automation helps businesses instantly respond to customers based on their information or activity.
Understanding rule execution order
Wati evaluates automation rules from the top of the Rules list to the bottom. When multiple rules match the same message, all matching rules run, with one exception: only 1 chatbot or AI agent can take a conversation.
If multiple matching rules attempt to start a chatbot or assign the conversation to an AI agent, only the action in the highest matching rule takes effect. Other actions in the matching rules continue to run as usual.
How to change the rule order
You can change the order of rules to control which chatbot or AI agent takes a conversation when multiple rules match.
Go to the Automation page and select the Rules tab.
Click Reorder.
Drag the rule to its new position in the list.
Click Save changes to save the new order.
Important:
New rules are added to the top of the list.
Turning a rule off does not change its position. When you turn it back on, it runs in the same position.
Example: Multiple rules match the same message
Suppose 3 rules match the same incoming message:
Book an appointment — Starts a chatbot.
Talk to support — Assigns the conversation to an AI agent.
Save appointment date — Updates a contact attribute.
In this example:
The Book an appointment rule starts its chatbot because it is the highest matching rule.
The Talk to support rule does not start its AI agent because the chatbot has already taken the conversation.
The Save appointment date rule updates the contact attribute as usual.
If you want the AI agent to take the conversation instead, move the Talk to support rule above the Book an appointment rule.
Additional Rule order Execution Settings
Rule order execution settings lets you control which automation runs first when multiple automations can respond to the same incoming message.
How to open Execution Settings
Go to Automation > Rules.
On the Event-based tab, click the settings icon next to Reorder.
Update the settings as needed, then click Save.
Good to know:
The settings icon is available only on the Event-based tab, not the Time-based tab.
The settings icon is disabled while you are in Reorder mode. Save or cancel your current reordering changes before opening Execution Settings.
Only Admins and Automation Managers can change these settings.
All 3 toggles are off by default, so your existing automation behavior stays the same until you change and save the settings.
1. Prioritize Quick-Reply First
This setting controls whether a Quick-Reply action runs before or after other automations when a contact taps a Quick-Reply button in a campaign.
Off (default): Rules and Keyword Actions run first. The Quick-Reply action runs afterward, unless the contact is currently inside a Chatbot.
On: The Quick-Reply action runs first, followed by Rules and Keyword Actions.
Stop After Button Interactions
This setting is available only when Prioritize Quick-Reply First is turned on. It controls whether other automations can run after a Quick-Reply action.
On: After the Quick-Reply action runs, no other automations run for that message.
Off (default): Rules, Keyword Actions, and Default Actions can run after the Quick-Reply action.
If a button tap does not trigger a Quick-Reply action, the other automations continue to run as usual.
2. Prioritize Rules Over Keyword Actions
This setting controls which automation runs first when an incoming message matches a Rule and a Keyword Action.
Off (default): Keyword Actions and Rules run in parallel.
On: Rules run first, followed by Keyword Actions. Both can run for the same message.
Resulting Automation Order
The window displays the final automation order based on your selected settings. Review the order before saving your changes.
Default Actions always run last when they are triggered as part of the automation flow.
Important notes for reorder execution settings
Chatbot contacts: Quick-Reply priority does not apply when a contact is currently inside a Chatbot. The Quick-Reply action does not run first for these contacts.
When changes take effect: Your changes apply to new incoming messages after you save them.
Reordering Rules: These settings control the order between different types of automations. To change the order of individual Rules, use Reorder.
When rules do not run
A rule does not run in the following situations:
The contact is currently in the middle of a chatbot.
Important: When a contact is actively engaging with a chatbot, their messages are handled by the chatbot. Rules triggered by messages, Keyword Actions, and Default Actions do not run while the chatbot is active. They start running again after the chatbot ends.
The rule is turned off.
The rule's trigger is not included in your Wati plan.
The chat is assigned to a human agent or AI agent, and the rule is triggered by an incoming message.
The conversation is blocked.
The trigger is an emoji reaction.
Rules triggered by other events can still run while an agent is handling the chat. These include:
Contact attribute changes
Shopify events
Schedules
Missed calls
If one of these rules sends a message or starts a chatbot, the conversation moves from the assigned agent back to the bot.
To avoid interrupting an agent's conversation, use actions such as:
Route to team
Assign to operator
Update contact attribute
Notification
These actions leave the conversation with the assigned agent.
Multiple rules that start different chatbots
If 2 matching rules contain two or more qualified rules with Chatbots or Astra AI Agent action, the chatbot or Astra AI Agent in the lower rule is skipped, but its other actions still run normally.
You can change which chatbots or Astra AI Agent takes priority by changing the order of the rules.
New rules and priority
New rules are added to the top of the Rules list, giving them the highest priority. You can move a new rule to a different position after it is created.
Time-Based Rules
Time-Based Rules cannot be reordered. They run according to their schedules and do not have a priority order.
Frequently Asked Questions (FAQs)
Rule-based automation basics
1. What is rule-based automation in Wati?
Rule-based automation in Wati automatically performs tasks based on specific events and conditions. It can send messages, update contact information, assign conversations, and respond to customers without manual effort.
2. What are the 3 components of a Wati automation rule?
A Wati automation rule has 3 core components:
Trigger: The event that starts the automation, such as receiving a new message or adding a contact attribute.
Filter: The conditions that must be met for the rule to continue, such as a message containing a keyword or a contact attribute having a specific value.
Action: The task Wati performs when the trigger occurs and the filter conditions are met, such as sending a template message or assigning a conversation.
Rule execution order and settings
3. How does Wati decide which automation rule runs first?
Wati evaluates rules from the top of the Rules list to the bottom. When multiple rules match the same incoming message, all matching rules run, except that only 1 chatbot or AI agent can take the conversation. The chatbot or AI agent action in the highest matching rule takes priority, while the other actions in matching rules continue to run.
New rules are added to the top of the Rules list by default. Turning a rule off does not change its position. Time-based rules cannot be reordered because they run according to their schedules.
4. What happens when multiple rules try to start different chatbots or AI agents?
If multiple matching rules contain Chatbots or Start Astra AI actions, the chatbot or Astra AI agent in the highest matching rule takes the conversation. The chatbot or AI agent in the lower matching rule is skipped, but its other actions still run normally.
5. What do the rule execution settings control?
Wati's rule execution settings control the order in which different types of automations run when they match the same incoming message.
Prioritize Quick-Reply First: When enabled, the Quick-Reply action runs before Rules and Keyword Actions. When disabled, Rules and Keyword Actions run first, followed by the Quick-Reply action, unless the contact is currently inside a chatbot.
Stop After Button Interactions: Available only when Prioritize Quick-Reply First is enabled. When enabled, no other automations run for that message after the Quick-Reply action. When disabled, Rules, Keyword Actions, and Default Actions can run afterward.
Prioritize Rules Over Keyword Actions: When enabled, Rules run before Keyword Actions. When disabled, Rules and Keyword Actions run in parallel.
The Resulting Automation Order window displays the final order based on the selected settings. Default Actions always run last when triggered. Changes apply to new incoming messages after they are saved. Only Admins and Automation Managers can change these settings.
Troubleshooting automation rules
6. Why might an automation rule not run?
An automation rule may not run if:
The rule is turned off.
Its trigger is not included in your Wati plan.
The contact is actively interacting with a chatbot.
The conversation is assigned to a human agent or AI agent, and the rule is triggered by an incoming message.
The conversation is blocked.
The trigger is an emoji reaction.
While a contact is actively interacting with a chatbot, the chatbot handles their messages. Message-triggered Rules, Keyword Actions, and Default Actions do not run until the chatbot ends.
Rules triggered by other events, such as contact attribute changes, Shopify events, schedules, and missed calls, can still run while an agent handles the conversation. However, if one of these rules sends a message or starts a chatbot, the conversation moves from the assigned agent back to the bot.
7. Which rule actions help prevent interrupting an agent's conversation?
The following actions leave the conversation with the assigned agent:
Route to team
Assign to operator
Update contact attribute
Notification
These actions help avoid moving the conversation from the assigned agent back to the bot.