Summary
Actions in Wati allow you to automatically perform tasks when a rule is triggered. These actions can include sending messages, routing chats, starting chatbots or AI agents, updating customer details, and more.
By combining rules and actions, you can automate customer interactions, reduce manual work for your team, and ensure customers receive quick responses.
This guide explains the available actions in Wati, how to configure them, and important limitations to keep in mind when setting up automations.
Note: Broadcasts are now called Campaigns. The functionality remains the same, but the name has been updated.
Instructions
What are actions?
Actions are automated tasks that Wati performs when a rule is triggered.
For example, if a customer sends the message “help”, you can automatically:
Send a predefined reply
Route the chat to a support agent
Update contact information
Trigger a chatbot or AI agent
This helps automate repetitive workflows and ensures faster responses for customers.
Supported actions
Below are the actions currently available in Wati and how they are typically used.
1. Send template message
Send pre-approved WhatsApp template messages to customers.
Common use cases
Order confirmations
Shipping notifications
Appointment reminders
2. Send session message
Send real-time replies such as:
Text messages
Images
Stickers
Example: Send a sticker when a customer says “thanks”.
3. Start a chatbot
Trigger an automated chatbot flow when a rule is activated.
Common use cases
Answer frequently asked questions
Provide guided support without human agents
4. Start an AI support agent
Trigger an AI support agent (formerly known as Knowbot) to handle conversations automatically.
Common use cases
Answer questions like store hours, pricing, or product availability
Reduce the workload for support teams
5. Route chats
Automatically assign conversations to:
Specific agents
Teams
The last assigned agent
Example: Route all billing-related queries to the finance team.
6. Update contact attributes
Automatically update customer details stored in Wati.
Common use cases
Update customer preferences
Mark contacts as unsubscribed from campaigns
Store information collected during conversations
7. Send a catalog
Automatically send a product catalog to customers.
Example: Send your product catalog when a customer asks for a menu or product list.
8. Start a sequence
Trigger a multi-step messaging workflow.
Common use cases
Welcome messages for new contacts
Follow-up messages after inquiries
Customer onboarding sequences
9. Update chat status
Automatically update the status of a conversation.
Common use cases
Mark a chat as Resolved
Set a conversation to Pending
This helps keep conversations organized for support teams.
Tip: Have a action request? Share your suggestions here.
How to set up actions
Before you begin
Some actions require preparation before they can be used in rules.
For example:
Templates must be created in advance.
Sequences must be configured in advance.
Chatbots must be configured in advance.
Make sure these assets are available before creating your rule.
Add an action to a rule
Follow these steps to add an action:
Create a new rule or edit an existing rule in Wati.
In the Actions section, select the action you want to trigger.
Configure the required details (for example, selecting a message template).
Save the rule.
Example
Rule: Incoming message contains “order status”
Action: Send template message “Your order is on the way!”
Important limitations
When configuring actions, it is important to understand certain platform and WhatsApp restrictions.
WhatsApp messaging restrictions
Some actions may fail if:
There is no active conversation with the contact.
The customer has opted out of messages.
For example, sending stickers or session messages requires an active chat.
Example scenario
Action: Send a sticker when the attribute shop_name is detected.
Problem: If there is no active conversation, the message will fail.
Workarounds
You can avoid these issues by using alternative approaches.
Use template messages for inactive chats
Unlike session messages, template messages can be sent even when there is no active conversation.
Check contact attributes before sending messages
Before sending campaigns or automated messages, verify contact attributes such as:
unsubscribed = true
This helps ensure messages are sent only to contacts who have not opted out.
Next steps
After configuring your actions:
Test your rules with different triggers to confirm they work correctly.
Combine multiple actions within a rule, such as:
Updating contact attributes
Sending a catalog
Routing chats to agents
Using actions effectively helps you build powerful automations that improve response time and streamline customer communication in Wati.
Frequently Asked Questions (FAQs)
Actions in Wati automation rules
1. What are actions in Wati rules?
Actions in Wati rules are automated tasks that the system performs when a rule is triggered. These tasks can include sending messages, routing chats, starting chatbots or AI agents, updating contact details, or performing other automated operations.
2. Why are actions used in Wati automation rules?
Actions are used to automate customer interactions and repetitive workflows. When a rule is triggered, the configured action runs automatically so customers receive faster responses and support teams reduce manual work.
3. What types of actions are available in Wati rules?
Wati supports several types of actions, including:
Sending a template message
Sending a session message such as text, images, or stickers
Starting a chatbot
Starting an AI support agent
Routing chats to agents or teams
Updating contact attributes
Sending a product catalog
Starting a sequence
Updating chat status
Configuring actions in rules
4. What preparations are required before using certain actions in Wati rules?
Some actions require assets to be prepared in advance before they can be used. For example, message templates must be created beforehand, sequences must be configured, and chatbots must already be set up in Wati.
5. How do you add an action to a rule in Wati?
To add an action to a rule in Wati:
Create a new rule or edit an existing rule.
In the Actions section, select the action you want to trigger.
Configure the required details, such as selecting a message template.
Save the rule.
6. Can multiple actions be used within a single rule in Wati?
Yes. A single rule can include multiple actions, such as updating contact attributes, sending a catalog, and routing chats to agents as part of the same automation workflow.
Messaging behavior and limitations
7. Why might some automated actions fail in Wati?
Some automated actions may fail if there is no active conversation with the contact or if the customer has opted out of messages. For example, sending stickers or other session messages requires an active chat session.
8. How can template messages help when there is no active chat?
Template messages can be used to send messages even when there is no active conversation with the contact. This makes template messages useful for reaching customers outside an active chat session.
9. How can contact attributes help prevent sending messages to opted-out contacts?
Before sending automated messages or campaigns, rules can check contact attributes such as unsubscribed = true. This helps ensure that messages are sent only to contacts who have not opted out of receiving messages.