Summary
This guide explains how to configure what happens when a customer replies to your campaign in Wati. You’ll learn how to map quick replies to specific actions like sending messages or triggering automation rules, ensuring every response is handled automatically and efficiently.
Instructions
When you send a campaign, customers may respond in different ways - by clicking a quick reply button or typing a message. Wati allows you to define exactly what should happen next.
How to set up reply handling for your campaign
After selecting your audience, you’ll see a new section:
What should happen when someone replies?
This section lets you configure how Wati should respond to incoming replies.
It supports:
Quick reply buttons (from templates)
How to configure quick reply actions
If your selected template includes quick reply buttons, Wati will automatically detect them.
How it works
Each quick reply is displayed as a separate row
Example: Replied with: Surprise your petFor each row, you’ll see:
A toggle to enable or disable the reply handling
A Choose a reply button to assign an action
Assign an action to a quick reply
Click Choose a reply
Select an action from the dropdown:
Existing automation rules
Send message actions
Chatbot flows
If needed, click Create new action to set up a new response
Notes
You can select both enabled (ON) and disabled (OFF) rules
If a rule is OFF, you’ll see a tooltip prompting you to turn it ON before use
When a customer taps a quick reply with an assigned action, only that action runs. Rules, Keyword Actions, and Default Actions are not triggered for that message.
What happens if there are no quick replies?
If your template does not include quick reply buttons:
A note will appear under the section to inform you
Track replies in campaign analytics
After your campaign is sent, you can monitor how customers interact:
Each reply is tracked in campaign analytics
Replies are linked to the action (reply material) that handled them
This helps you:
Understand which responses perform best
Optimize your campaigns over time
With reply actions configured, your campaigns become fully interactive - automatically guiding customers based on how they respond.
Frequently Asked Questions (FAQs)
Campaign Reply Handling
1. What types of customer replies can I configure for a campaign?
You can configure actions for customers who reply by clicking a quick reply button from a template.
2. What actions can I assign to a campaign quick reply?
You can assign an existing automation rule, Send Message action, or chatbot flow to a quick reply. You can also create a new action if needed.
3. What happens when a customer taps a quick reply with an assigned action?
Only the action assigned to that quick reply runs. Rules, Keyword Actions, and Default Actions are not triggered for that message.
4. Can I assign an automation rule that is currently disabled to a quick reply?
Yes. You can select both enabled (ON) and disabled (OFF) rules. If you select an OFF rule, Wati shows a tooltip prompting you to turn the rule ON before using it.
5. What happens if my campaign template does not have quick reply buttons?
If the campaign template does not include quick reply buttons, a note appears under the reply-handling section to inform you.
Campaign Reply Analytics
6. Can I track customer replies to my campaign?
Yes. Each customer reply is tracked in campaign analytics, and replies are linked to the action that handled them.
7. What can I learn from campaign reply analytics?
Campaign analytics can help you understand which customer responses perform best and optimize your campaigns over time.