Summary
Wati comes with two built-in or default automation rules to help you respond to incoming WhatsApp messages automatically, one for out-of-office replies and another for welcome messages. This article explains how each rule works, when it's triggered, and what actions it performs, so you can manage customer communication more effectively.
Instructions
Introduction to Default Rules
When you sign up with Wati, you’ll find two built-in rules already set up in your account:
WA Out of Office Rule
WA Welcome Message Rule
These rules are designed to automatically respond to incoming messages based on whether they arrive during or outside of your working hours.
Note: To create or manage rules in Wati, go to Automations and click on Rules.
InfoWarningTip
Important
The two built-in rules - WA Out of Office and WA Welcome Message - are free to use and come pre-configured in your Wati account.
By default the status of these rules is set to Off. If you want to use them, you can turn the status On.
You can click on Working hours setting to adjust your business hours as needed.
Modifying or Customizing Built-in Rules
You can customize the message content in these rules, but other settings (like triggers or filters) cannot be changed. You cannot delete built-in rules either.
If you need more flexibility, you can create new custom rules. These will be charged based on your usage.
1. WA Out of Office Rule
This rule helps you handle messages that arrive outside your defined working hours.
When is it triggered?
The rule is triggered when a new WhatsApp message is received and all the following conditions are met:
Timestamp is not within your defined working hours
The contact initiates a new chat
No keyword rules match the message
Note: Click on Working hours setting to adjust your business hours as needed.
What actions does it take?
Once triggered, the rule sends the configured response. You should see the following configuration under Action.
Under Action Type you will see - Send Message
Under Message Type you will see - Text.
Under Choose from library you will see - WA Out of Office message.
Example Use Case: When the Out of Office Rule is used
Scenario: Your support team works from 09:00 to 18:00, Monday to Friday. A customer sends a WhatsApp message on Saturday at 14:30 asking about order tracking.
What happens: The WA Out of Office Rule is triggered because the message arrives outside your working hours. The customer receives an automatic reply like:
"Thanks for reaching out! Our team is currently offline. We’re available Monday to Friday, 09:00 to 18:00. We’ll get back to you as soon as we’re back online."
This keeps the customer informed and sets expectations without requiring a live agent.
2. WA Welcome Message Rule
This rule is for sending automated welcome messages when a contact reaches out during your working hours.
When is it triggered?
The rule is triggered when a new WhatsApp message is received and all the following conditions are met:
Timestamp is within your defined working hours
The contact initiates a new chat
No keyword rules match the message
Note: Click on Working hours setting to adjust your business hours as needed.
What actions does it take?
Once triggered, the rule sends the configured response. You should see the following configuration under Action.
Under Action Type you will see - Send Message
Under Message Type you will see - Text.
Under Choose from library you will see - WA Welcome message.
These default rules ensure timely and relevant responses without manual effort. You can customize these rules or add new ones as needed to better suit your business needs.
Example Use Case: When the Welcome Message Rule is used
Scenario: A new customer messages your business on Tuesday at 10:00, during your working hours, asking about your product features.
What happens: The WA Welcome Message Rule is triggered because the message arrives during working hours, and it’s a new chat. The customer receives an automatic welcome message like:
"Hi there! 👋 Thanks for contacting us. One of our team members will get back to you shortly. In the meantime, feel free to check out our FAQs here: [link]"
This helps make a good first impression while the customer waits for a live response.
Frequently Asked Questions (FAQs)
General Questions
1. What are the default automation rules in Wati?
→ Wati provides two built-in automation rules: the WA Out of Office Rule and the WA Welcome Message Rule. These rules help you send automatic replies based on your working hours.
2. Are the built-in rules free to use?
→ Yes, both the WA Out of Office and WA Welcome Message rules are free and come pre-configured in your Wati account.
3. Can I customize the default rules?
→ You can customize the message content in the default rules. However, other settings like triggers and filters cannot be changed.
4. Can I delete the built-in rules?
→ No, the built-in rules cannot be deleted.
5. Are the default rules active by default?
→ No, both rules are set to Off by default. You need to manually turn them On to start using them.
6. Where can I create or manage rules in Wati?
→ Go to Automations and click on Rules to create or manage rules in Wati.
7. What happens if I create a new custom rule?
→ New custom rules offer more flexibility but are charged based on your usage.
Out of Office Rule
8. When is the WA Out of Office Rule triggered?
→ It’s triggered when:
A new WhatsApp message is received outside your defined working hours
The contact initiates a new chat
No keyword rules match the message
9. What action does the WA Out of Office Rule perform?
→ It sends an automated text message using the WA Out of Office message from your message library.
10. What is a typical use case for the WA Out of Office Rule?
→ Example: If a customer sends a message on Saturday at 14:30 (outside your Monday–Friday working hours), the rule sends a message informing them that your team is currently offline and when they can expect a reply.
Welcome Message Rule
11. When is the WA Welcome Message Rule triggered?
→ It’s triggered when:
A new WhatsApp message is received during your defined working hours
The contact initiates a new chat
No keyword rules match the message
12. What action does the WA Welcome Message Rule perform?
→ It sends an automated text message using the WA Welcome message from your message library.
13. What is a typical use case for the WA Welcome Message Rule?
→ Example: If a customer sends a message at 10:00 on a Tuesday, the rule sends a welcome message that acknowledges their inquiry and directs them to useful resources while they wait for a response.