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.
AI Support Agent and Action pending triggers
Additionally, Wati also provides pending triggers related to AI Support Agent and customer response scenarios, including:
AI Support Agent is unable to answer a query
AI Support Agent detects an intent to speak with a human
AI Support Agent detects that a chat is resolved
AI Support Agent has not received a response
WhatsApp customer no response
These triggers help automate workflows when the AI Support Agent cannot fully resolve a conversation or when a customer becomes inactive, allowing you to escalate chats, follow up, or route conversations to the appropriate team.
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
This structure allows you to automate responses while keeping full control over when actions should run.
Frequently Asked Questions (FAQs)
General Overview
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 filters and performs the configured action if the conditions are met.
2. What are the main types of triggers supported in Wati?
Wati supports triggers for:
New WhatsApp messages
New Instagram messages
New contact attributes
Changes to existing contact attribute values
AI Support Agent scenarios
Customer response scenarios
Message Triggers
3. What does the New WhatsApp message is received trigger do?
The New WhatsApp message is received trigger runs whenever Wati receives a new incoming WhatsApp message from a customer. It can be used to automate responses, send welcome or out-of-office messages, start chatbot workflows, and respond to specific keywords.
4. What message types can trigger the New WhatsApp message is received trigger?
The New WhatsApp message is received trigger runs for supported incoming WhatsApp message types, including text messages, images, videos, documents, voice notes, audio files, location pins, contact cards, catalog orders, and button or list replies. Emoji reactions do not trigger the rule.
5. What does the New Instagram message is received trigger do?
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, keyword-based responses, chatbot flows, and conversation routing.
6. Do the message triggers work with filters?
Yes. The New WhatsApp message is received and New Instagram message is received triggers can be combined with filters so that actions run only when specific conditions are met.
Contact Attribute Triggers
7. What does the New attribute is added to a contact trigger do?
The New attribute is added to a contact trigger runs when a new attribute is added to a contact in Wati. Attributes can be added manually from the Team Inbox or Contact page, through the API using the updateContactAttributes endpoint, or automatically through integrations.
8. What does the Attribute value changed for a contact trigger do?
The Attribute value changed for a contact trigger runs whenever the value of an existing contact attribute changes. Attribute values can be updated manually in the Team Inbox or Contact page, or through the API using the updateContactAttributes endpoint.
Automation Rule Structure
9. What are the three parts of an automation rule in Wati?
An automation rule consists of three parts:
Trigger: The event that starts the rule.
Filter: The condition that determines whether the rule should continue.
Action: The automated task Wati performs.
For example, a rule can use A new WhatsApp message is received as the trigger, the message contains the word pricing as the filter, and send a pricing information template message as the action.