Collection

Automation

20 articles

• Answer customers instantly after hours with Out-of-Office automationWhat you'll achieve Your customers message you at 11pm, on Sunday, or from a timezone eight hours ahead — and your team is asleep. Right now that message sits unanswered until morning, and in that gap a customer can buy from a competitor, cancel a booking, or turn a small questio…
• How to automatically assign a chat to the last assigneeAssigning chats to the same agent who previously assisted a customer helps create a smoother and more consistent support experience. In Wati, you can automate this by creating a rule that routes returning conversations to the last agent who handled the chat. This guide explains h…
• How to configure default actions in WatiDefault Actions automatically send replies or manage chat assignments when your team is unavailable, a customer is waiting for a response, or a conversation is about to expire. This guide explains how to configure working hours, set up Default Actions for each channel, and unders…
• How to configure follow-ups when a customer doesn’t replyThis guide walks you through setting up automated follow-ups in Wati when a customer doesn’t respond to your WhatsApp messages. You’ll learn how to choose the right trigger, add filters, build a follow-up sequence, and understand key behavior settings that control when messages s…
• How to create and manage keyword actionsKeyword Actions let you automatically respond to or route customer conversations based on specific keywords or phrases in their messages. You can choose how Wati matches a keyword and then attach one or more reply materials or actions, such as messages, chatbots, notifications, o…
• How to create and manage reply materials in WatiReply Materials are reusable response templates that can be used in Wati Automation. Instead of creating the same response multiple times, you can create a Reply Material once and use it across different automation rules, keyword triggers, and workflows. Reply Materials support v…
• How to create and use WhatsApp Flows in WatiWhatsApp Flows feature allows you to create simple, input-based forms for various use cases like lead generation, surveys, and feedback collection directly within WhatsApp. This article will guide you through creating and using WhatsApp Flows in Wati, from initial setup to collec…
• How to create and use routine time-based rules in WatiRoutine time-based rules let you automate actions on a schedule without waiting for a customer to send a message. Wati checks contacts against your filters at the scheduled time and performs the configured actions for contacts that match. You can use routine rules to follow up wi…
• How to create keyword-based rulesAutomated keyword responses in Wati allow you to reply to customer messages instantly when specific words or phrases are detected. This helps you handle common inquiries, send quick replies, and reduce manual work for your support team. In this guide, you will learn how to create…
• How to match customer messages by meaning using AI Intent in RulesAI intent matching in Wati Rules lets you automate replies and actions based on what a customer means, rather than relying only on exact keywords. Describe the customer's intent in one sentence, set a confidence level, and choose what Wati should do when a message matches. AI int…
• How to set up Actions in rulesWati Rules let you automate tasks when specific conditions are met. You can use Rules to send messages, route chats, update contact information, send catalogs, or start more advanced workflows using chatbots and Astra AI Agents. This article explains the actions available directl…
• How to set up Filters in rulesFilters in Rules allow you to automate responses in Wati based on specific conditions such as keywords, contact details, segments, or message types. By applying filters, you can ensure the right automation runs only when the defined conditions are met. This guide explains the sup…
• How to set up Triggers in rulesTriggers are the starting point of rule-based automation in Wati. They determine when an automation rule should run in Wati. They can start a rule when a specific event occurs in your account or when a scheduled time is reached. This guide explains what triggers are, the types of…
• How to set up routingRouting in WATI is a powerful automation feature that helps direct customer inquiries to the right team or agent based on predefined rules. Unlike standard reply materials that send responses to customers, routing updates ticket information and ensures that messages reach the rig…
• How to set working hours in WatiSetting working hours in Wati helps you manage customer expectations by defining when your team is available to respond. You can configure business hours, set up automatic responses for off-hours, and enable Holiday Mode when your team is unavailable for an extended period. This…
• How to use the Sequence featureThe Sequence feature in Wati allows you to send a series of messages to customers automatically in a predefined order. Each message in the sequence can be sent immediately or after a specific delay, helping you automate follow-ups and maintain consistent communication. Sequences…
• How to view, track, and export WhatsApp Flow responsesWhatsApp Flows help you collect information such as leads, feedback, bookings, surveys, and customer requests. With the new Responses and Analytics experience, you can view every flow submission in one place, track flow performance, export response data, and share flows through t…
• Understanding built-in automation rules: Out of Office (OOO) and Welcome MessageWati includes 2 ready-to-use built-in automation rules that help you instantly respond to incoming WhatsApp messages - one for welcome messages and another for out-of-office replies. In this article, you’ll learn how each rule works, when it gets triggered, and what it does, so y…
• Understanding custom attributes generated by WhatsApp FlowsWhen you publish a WhatsApp Flow in Wati, custom attributes are automatically created to store the data submitted through the flow. Wati creates one attribute that stores the complete flow response in JSON format, along with separate custom attributes for each individual field. T…
• Understanding rule-based automation in WatiRule-based automation in Wati helps you automatically perform tasks based on events or schedules. You can create rules to send messages, update contact information, assign conversations, and perform other actions based on specific conditions. Each rule is built using three core c…