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 messages, routing chats, or updating contact details.
2. When are actions triggered?
Actions are triggered when a rule condition is met, for example when a customer sends a message containing a specific keyword.
3. What are some common use cases for actions?
Common use cases include sending automated replies, routing chats to the right team, updating contact attributes, and sharing catalogs or templates.
Supported actions
4. What types of actions are supported in Wati?
Wati supports actions such as sending template messages, sending session messages, starting chatbots or AI support agents, routing chats, updating contact attributes, sending catalogs, starting sequences, and updating chat status.
5. 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 are real-time replies that require an active conversation.
6. Can I use actions to automate FAQs?
Yes. You can start a chatbot or AI support agent using actions to automatically handle common questions without agent involvement.
Setup and requirements
7. Do I need to create anything before adding an action to a rule?
Yes. Some actions, such as templates or sequences, must be created first in the Reply Material section.
8. How do I add an action to a rule?
You can create or edit a rule, select the desired action under the Actions section, and configure the required details like choosing a template or chatbot.
Limitations and troubleshooting
9. Why do some actions fail to send?
Actions may fail if there is no active chat with the contact or if the contact has opted out of messages.
10. How can I send messages to contacts without an active chat?
Use template messages instead of session messages, as templates do not require an open conversation.
11. What should I do if an action fails due to a closed chat?
Replace the session-based action (such as sending a sticker) with a template message to ensure delivery.
Best practices
12. How can I make sure my actions work correctly?
Test your rules with different triggers and consider combining multiple actions, such as updating contact attributes and sending a catalog, to achieve the desired outcome.