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.
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 broadcasts. |
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 broadcasts.
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 Wati performs when specific rules are triggered. For example, actions can send a reply, route a chat to an agent, or update customer details automatically.
2. How do I set up an action in Wati?
→ To set up an action:
Create or edit a rule in Wati.
Under "Actions," select the task you want to automate (e.g., Send template message).
Configure the necessary details, such as selecting a message template.
3. What do I need to do before setting up certain actions?
→ Some actions, like sending templates or starting sequences, require you to create content first in the Reply Material section of Wati.
Supported actions
4. What types of actions can I automate in Wati?
→ You can automate the following actions:
Send template message
Send session message
Start a chatbot
Start an AI support agent
Route chats
Update contact attributes
Send a catalog
Start a sequence
Update chat status
5. What is the difference between template messages and session messages?
→ Template messages are pre-approved WhatsApp messages that can be sent anytime, even when there's no active chat. Session messages are real-time replies that require an active conversation with the customer.
6. Can I route chats to specific agents or teams?
→ Yes. You can configure actions to assign chats to specific agents, teams, or route them to the last assignee.
7. Can I automatically update customer information using actions?
→ Yes. You can use the "Update contact attributes" action to modify customer details like subscription status or preferences.
Limitations and troubleshooting
8. Why did my action fail to send a message?
→ Some actions fail due to WhatsApp restrictions. For example:
Sending session messages requires an active chat.
The customer may have opted out of messages.
9. How can I send a message if there's no active chat?
→ Use template messages instead of session messages. Template messages do not require an open conversation and are more reliable for inactive chats.
10. What should I do if an action fails due to chat restrictions?
→ You can:
Replace session messages with template messages.
Check contact attributes (e.g., unsubscribed = true) before sending a message.
Best practices
11. How can I ensure my actions work correctly?
→ Test your rules with different triggers and conditions. Combine actions (like updating contact attributes and sending a catalog) to create more powerful automation flows.