Summary
Triggers are the starting point of rule-based automation in Wati. They define when an automation rule should run based on specific events in your account.
This guide explains what triggers are, the types of triggers currently supported in Wati, and how they help automate tasks such as sending messages, responding to customers, or starting workflows automatically.
Instructions
What are triggers?
A trigger is an event that starts an automation rule in Wati.
When a trigger occurs, Wati checks the rule’s conditions (filters). If the conditions are met, Wati performs the defined action automatically.
Triggers help you automate responses and workflows without manual intervention.
For example, a trigger can occur when:
A new WhatsApp message is received
A new attribute is added to a contact
A contact attribute value changes
Every automation rule in Wati begins with a trigger.
Note: Wati will continue to introduce more triggers in future updates.
If you have suggestions, you can share your feature request with the Wati team.
Types of triggers supported in Wati
Below are the triggers currently available in Wati and how they work.
1. New WhatsApp message is received
How it works
This trigger runs whenever Wati receives a new incoming WhatsApp message from a customer.
It is commonly used to automate responses when customers start a conversation.
Common use cases
Automatically respond to messages containing specific keywords
Send welcome messages
Send out-of-office replies
Start chatbot workflows
You can combine this trigger with filters to respond only to specific keywords or message conditions.
Which message types trigger this rule?
The New WhatsApp message is received, New Instagram DM is received, and New Facebook Messenger message is received triggers run for the supported incoming message types for their respective channels, not just text messages.
The message types supported by each channel may differ. For WhatsApp, the trigger behavior is:
What the customer sends | Does the trigger run? | What keyword filters read |
Text message | Yes | The message text |
Image, video, or document with a caption | Yes | The caption |
Image, video, document, or sticker without a caption | Yes | Nothing - keyword filters do not match |
Voice note or audio file | Yes | A transcript of the audio |
Location pin | Yes | Nothing |
Contact card | Yes | Nothing |
Order from your catalog | Yes | Nothing |
Button or list reply | Yes | The reply text |
Emoji reaction | No | Reactions do not trigger a rule |
Important: The New WhatsApp message is received trigger previously ran only for plain text messages. It now also runs when a customer sends a photo, document, voice note, or sticker. Therefore, a rule with no keyword filter or message filter can also run for these message types.
To make a rule run only for text messages, add the Incoming message contains media filter and select Does not contain media.
2. New Instagram message is received
How it works
This trigger runs whenever Wati receives a new incoming Instagram message from a customer.
It allows you to automate responses and workflows for conversations that start on Instagram.
Common use cases
Automatically send welcome messages to new Instagram conversations
Respond to common questions using keyword filters
Start chatbot flows for Instagram leads
Route Instagram conversations to the right team
You can combine this trigger with filters to ensure that specific actions are triggered only when certain conditions are met.
3. New attribute is added to a contact
How it works
This trigger runs when a new attribute is added to a contact in Wati.
An attribute can be added in several ways:
Manually from the Team Inbox
From the Contact page
Through the API using the
updateContactAttributesendpointAutomatically through integrations
Some integrations also add attributes automatically. For example, Click-to-WhatsApp (CTWA) ads may add attributes such as:
source_urlsource_id
Common use cases
Automatically send a template message when a team member adds a specific attribute
Start a chatbot flow when leads arrive through Click-to-WhatsApp ads
Trigger automation when a lead source attribute is created
4. Attribute value changed for a contact
How it works
This trigger runs whenever the value of an existing contact attribute changes.
Attribute values can change in different ways:
Manually updated in the Team Inbox
Updated from the Contact page
Updated through the API using the
updateContactAttributesendpoint
Common use cases
Send a template message when a customer's status changes
Trigger automation when a lead stage is updated
Start a workflow when a contact is upgraded to a premium or VIP category
Example:
If an operator updates a customer attribute from regular to VIP, a rule can automatically send a special VIP message template.
Note: Wati supports additional triggers beyond the ones covered in this guide. Each trigger is designed for specific events and automation needs. For more information, see the dedicated help articles for other trigger types.
How triggers work in automation rules
Every automation rule in Wati follows the same structure:
Trigger – The event that starts the rule
Filter – The condition that determines whether the rule should continue
Action – The automated task Wati performs
Example workflow:
Trigger: A new WhatsApp message is received
Filter: The message contains the word pricing
Action: Send a pricing information template message
Note: Rules with the same trigger run in the order they appear on the Rules page.
This structure allows you to automate responses while keeping full control over when actions should run.
Frequently Asked Questions (FAQs)
General information
1. What is a trigger in Wati?
A trigger is an event that starts an automation rule in Wati. When a trigger occurs, Wati checks the rule's conditions (filters) and performs the defined action automatically if the conditions are met.
2. How do triggers work in Wati automation rules?
Every automation rule in Wati consists of a Trigger, Filter, and Action. The trigger starts the rule, the filter determines whether the rule should continue, and the action is the automated task Wati performs.
3. What happens when the New WhatsApp message is received trigger runs?
The New WhatsApp message is received trigger runs whenever Wati receives a supported incoming WhatsApp message from a customer. It can be used to automate responses, send welcome messages, send out-of-office replies, and start chatbot workflows.
4. Which WhatsApp messages trigger the New WhatsApp message is received rule?
The trigger runs for text messages, media with or without captions, voice notes, audio files, location pins, contact cards, catalog orders, and button or list replies. Emoji reactions do not trigger the rule.
5. What content do WhatsApp keyword filters read?
WhatsApp keyword filters read the message text from text messages, captions from media messages, transcripts from voice notes or audio files, and reply text from button or list replies. Location pins, contact cards, catalog orders, and media without captions do not provide text for keyword matching.
6. When does the New Instagram message is received trigger run?
The New Instagram message is received trigger runs whenever Wati receives a new incoming Instagram message from a customer. It can be used to automate responses and workflows for Instagram conversations, including welcome messages, responses to common questions, chatbot flows, and conversation routing.
Contact attribute triggers
7. When do contact attribute triggers run in Wati?
The New attribute is added to a contact trigger runs when a new attribute is added to a contact. The Attribute value changed for a contact trigger runs when the value of an existing contact attribute changes. These triggers can be used to automate actions based on contact information, such as lead sources, customer status, lead stage, or customer category.
Additional triggers
8. Does Wati support additional triggers beyond those covered in this guide?
Yes. Wati supports additional triggers for specific events and automation needs. Dedicated help articles provide information about other trigger types.