Summary
Filters in Rules allow you to automate responses in Wati based on specific conditions such as keywords, contact details, segments, or message types. By applying filters, you can ensure the right automation runs only when the defined conditions are met.
This guide explains the supported filters in Rules, how to configure them, and how to combine multiple conditions to create more precise automations.
Instructions
Supported filters
You can use the following filters when creating Rules in Wati:
1. Incoming message matches keyword(s)
This filter checks whether an incoming message contains specific keywords.
Common use cases
Send an automatic reply when a message contains words such as "help", "order", or "pricing".
Route conversations based on specific customer requests.
2. Contact initiates a new chat
This filter detects whether a message starts a new conversation rather than being a reply in an existing chat.
Common use cases
Send a welcome message when a customer starts a new conversation.
Trigger onboarding messages for first-time interactions.
3. Timestamp
This filter checks when a message is received.
Common use cases
Send out-of-office replies for messages received outside working hours.
Apply different responses during business hours and after hours.
4. No keyword matches
This filter ensures that the rule runs only when no other keyword-based rules apply.
Note: The No keyword rule(s) matches filter works together with the Contact initiates a new chat filter.
Once you add the Contact initiates a new chat filter, you can define AND logic for the No keyword rule(s) matches condition.
Common use case
Send a fallback response when a message does not match any predefined keyword rules.
5. Contact
This filter checks whether the sender already exists in your contact list.
Common use cases
Send different responses to new leads and existing customers.
Trigger onboarding messages for new contacts.
6. Contact attributes
This filter matches rules based on specific contact attributes such as location, tags, or custom fields.
Common use cases
Personalize responses for VIP customers.
Segment customers by region, purchase history, or account status.
Tip: Have a filter request? Share your suggestions here.
7. Custom Segment
This filter checks whether a contact belongs to a specific segment.
Use this filter to run a Rule only when a contact is or is not part of a selected segment.
The Custom Segment filter is available for all triggers.
Common use cases
Send different messages to contacts in specific segments.
Apply automations only to contacts who belong to a particular customer group.
8. Incoming message contains media
This filter checks whether an incoming message contains media.
After you select this filter, choose one of the following options:
Contains media: The rule continues only when the incoming message contains media.
Does not contain media: The rule continues only when the incoming message does not contain media, such as a plain text message.
Media includes:
Image
Video
Audio file
Voice note
Document
Sticker
A location, contact card, or order is not counted as media. If you want your Rule to act on these message types, use the Message type filter instead.
The Incoming message contains media filter is available for the WhatsApp channel only.
9. Message type
This filter checks the type of an incoming WhatsApp message.
You can select one or more of the following message types:
Text
Image
Video
Audio file
Voice note
Document
Sticker
Location
Contact card
Order
Select at least one message type. When you select multiple types, the Rule continues if the incoming message matches any of the selected types.
The Message type filter is available for the WhatsApp channel only.
Handling incoming media messages with Rules
With the Incoming message contains media and Message type filters, Rules can now handle incoming media messages directly.
You no longer need to use a Default Action to create automations based on incoming media. Instead, add the appropriate filter to your Rule and define the action you want Wati to take.
How to add filters to Rules
Single condition
A single condition triggers an action when one specific condition is met.
Select the attribute you want to filter by, such as
source_url.Define the value to match, such as "contains sample.com".
Add the action you want the Rule to perform.
Example:
IF source contains "sample.com" → Trigger action
Multiple AND conditions
Use AND conditions when you want the Rule to run only if all conditions are true.
Add your first filter condition.
Click And.
Add another condition.
Example:
IF source contains "sample.com" AND country contains India → Trigger action
This Rule triggers only when both conditions are satisfied.
Multiple OR conditions
Use OR conditions when you want the Rule to run if any one of the conditions is true.
Add your first filter condition.
Click Or.
Add an alternative condition.
Example:
IF source_url contains "sample.com" OR name contains "john" → Trigger action
This Rule triggers if either condition is met.
Example: Combining message filters
You can combine the new message filters with other filters using AND and OR conditions.
For example, to send invoices directly to your finance team:
Trigger: New WhatsApp message is received.
Filter: Incoming message contains media → Contains media.
AND condition: Incoming message matches keyword(s) → Contains → invoice.
Action: Assign to team → Finance.
The Rule runs only when a customer sends an attachment with the word invoice in the caption.
Advanced usage
Combining AND and OR conditions
You can combine multiple conditions to build more advanced automation Rules.
Example:
IF (source_url contains "sample.com" AND vip_customer is true) OR shop_name is "Cafe" OR address contains "India" → Trigger action
This Rule triggers when any of the defined condition groups is satisfied.
Tailoring responses for different audiences
Filters can also be used to send different responses based on whether a contact is new or existing.
Example:
IF message contains "hello" AND contact does not exist → Send welcome message IF message contains "hello" AND contact exists → Send personalized reply
In this scenario, the welcome message is sent only when a new customer sends "hello", while existing customers receive a different response.
Next steps
After setting up your filters:
Test your Rules using sample messages to confirm they trigger correctly.
Combine filters with automated actions such as:
Tagging contacts
Assigning chats
Sending automated responses
Using filters effectively helps you create more accurate, personalized, and scalable automations in Wati.
Frequently Asked Questions (FAQs)
Supported filters
1. What filters can I use when creating Rules in Wati?
You can use filters based on keywords, new chats, timestamps, keyword matches, contacts, contact attributes, custom segments, incoming media, and message types.
2. What does the Incoming message matches keyword(s) filter do?
The Incoming message matches keyword(s) filter checks whether an incoming message contains specific keywords. You can use it to send automatic replies or route conversations based on customer requests.
3. What does the Contact initiates a new chat filter do?
The Contact initiates a new chat filter checks whether a message starts a new conversation instead of being a reply in an existing chat. You can use it to send welcome or onboarding messages when a customer starts a new conversation.
4. What does the Timestamp filter do in Rules?
The Timestamp filter checks when a message is received. You can use it to send out-of-office replies outside working hours or apply different responses during and after business hours.
5. What does the Contact filter check?
The Contact filter checks whether the sender already exists in your contact list. You can use it to send different responses to new leads and existing customers or trigger onboarding messages for new contacts.
6. What does the Contact attributes filter do?
The Contact attributes filter matches Rules based on contact attributes such as location, tags, or custom fields. You can use it to personalize responses or segment customers based on information such as region, purchase history, or account status.
7. What does the Incoming message contains media filter do?
The Incoming message contains media filter checks whether an incoming message contains media. You can choose Contains media for messages with media or Does not contain media for messages without media, such as plain text messages. Images, videos, audio files, voice notes, documents, and stickers are considered media.
8. What does the Message type filter do?
The Message type filter checks the type of an incoming WhatsApp message. You can select one or more types, including Text, Image, Video, Audio file, Voice note, Document, Sticker, Location, Contact card, and Order. If multiple types are selected, the Rule continues when the message matches any selected type.