Summary
Actions in Wati let you automate responses and tasks when specific rules are triggered. This guide explains the available actions, how to set them up, and important limitations to keep in mind.
Note: Broadcasts are now Campaigns – same powerful features, updated name!
Instructions
What Are Actions?
Actions are automated tasks Wati performs when a rule is triggered. For example, if a customer messages "help," you can automatically:
Send a predefined reply
Route the chat to a support agent
Update customer details
Supported Actions
Here's what you can automate today:
Action | Description | Use Case Example |
Send template message | Pre-approved WhatsApp messages (e.g., order confirmations). | Automate shipping updates. |
Send session message | Real-time replies with text, images, or stickers. | Send a sticker when a customer says "thanks." |
Start a chatbot | Trigger automated chat flows. | Handle FAQs without agent intervention. |
Start an AI support agent (formerly Knowbot) | AI handles basic queries. | Resolve "store hours" questions instantly. |
Route chats | Assign conversations to agents/teams or the last assignee. | Route "billing" queries to the finance team. |
Update contact attributes | Modify customer data (e.g., opt-outs). | Unsubscribe users from campaigns. |
Send a Catalog | Share product listings. | Auto-send a catalog when asked for "menu." |
Start a Sequence | Initiate multi-step messaging workflows. | Send a welcome series to new contacts. |
Update chat status | Mark chats as "resolved" or "pending." | Auto-close resolved chats. |
Want more actions(even 3rd party actions)? Suggest them here.
How to Set Up Actions
Before You Begin
Some actions (like templates or sequences) must be created in Reply Material first.
Adding an Action to a Rule
Create or edit a rule in Wati.
Under Actions, select what should happen when the rule triggers (e.g., Send template message).
Configure details (e.g., choose a template).
Example:
Rule: If a new message contains "order status,"
Action: Send template "Your order is on the way!"
Important Limitations
WhatsApp Restrictions
Some actions won't work if:
There's no active chat with the contact (e.g., sending stickers fails without an open conversation).
The contact has opted out of messages.
For instance, in this example: when the attribute shop_name is added, it should send a smiley to the contact however, if there's no active conversation - this message will fail.
Workarounds
Use template messages instead of session messages for inactive chats (templates don't require an open conversation).
Check contact attributes (e.g.,
unsubscribed = true) before sending campaigns.
Example Issue:
Action: Send sticker when
shop_nameis detected.Problem: Fails if the chat is closed.
Fix: Replace with a template message.
Next Steps
Test rules with different triggers to ensure actions execute correctly.
Combine actions (e.g., update contact attributes and send a catalog).
Frequently Asked Questions (FAQs)
General questions
1. What are actions in Wati?
Actions are automated tasks that run when a specific rule is triggered, such as sending a message, assigning a chat, or updating contact details.
2. When do actions get triggered?
Actions are triggered when a rule condition is met, for example when a customer sends a specific keyword like “help” or “order status.”
Supported actions
3. What types of actions does Wati support?
Wati supports actions like sending template messages, sending session messages, starting chatbots, starting an AI support agent, routing chats, updating contact attributes, sending catalogs, starting sequences, and updating chat status.
4. What is the difference between a template message and a session message?
Template messages are pre-approved WhatsApp messages that can be sent even without an active chat, while session messages can only be sent during an active conversation.
5. Can I use actions to route chats to specific teams or agents?
Yes, you can automatically route chats to specific agents, teams, or the last assigned agent based on your rule setup.
Setting up actions
6. Do I need to create anything before using actions?
Yes, some actions like templates, sequences, or chatbots must be created first in Reply Material before they can be used in rules.
7. How do I add an action to a rule?
Create or edit a rule, select an action under the Actions section, and configure its details, such as choosing the message template or agent assignment.
Limitations and best practices
8. Are there any limitations when using actions?
Some actions won’t work if there is no active chat or if the contact has opted out of messages, such as sending stickers without an open conversation.
9. How can I handle inactive chats when actions fail?
For inactive chats, use template messages instead of session messages, as templates do not require an open conversation.
10. What should I do to ensure actions work correctly?
Test your rules with different scenarios and combine actions carefully, such as updating contact attributes and sending messages, to make sure they execute as expected.