Get Started with WATI in 10 steps
Create your first chatbot in WATI
Connect your number in WATI
How to add contacts?
Overview
How to send a broadcast?
How to create template messages?
Introduction to Team Inbox
WhatsApp account profile set-up
How to add operators and create teams
Get started with WATI
Auto replies and OOO messages
Try our product
Book a demo with WATI
Explore our Free trial
How To Import WhatsApp Chats
Backup WhatsApp Chats
WhatsApp Chat Button Integration
How do I scan the QR Code on WATI Trial?
Creating click-to-chat link
Get your own WATI custom Sub-domain
What is the difference between Whatsapp Business and WATI?
WATI Pricing
WATI Subscription
How to get more Add-On Users?
Wati Pricing Update
What are Monthly Chatbot Sessions?
Wati Pricing Plans
RBI e-Mandate Latest Guidelines
Export Chats from Wati
Conversational Based Pricing
How to top-up WATI credits?
What is Conversation Based Pricing?
Estimating your conversation usage cost
Top-up WATI credits
Set up your WATI account
Embedded Sign Up
Display Name
Phone Number
Phone Number Disconnected
Phone Number Connection Status
How to change your phone number on WATI
Migrate your phone number to WATI from another BSP
How to add WhatsApp number to Facebook or Instagram pages
How can I create a QR Code for my WhatsApp Number?
How should I choose a phone number for WhatsApp?
Steps to use phone number that has been registered with Whatsapp Business before
Facebook Business Verification
Meta Business Verification not required to Increase your Messaging Limit
Why your business can't be verified?
How can I contact Facebook Team for Business Verification Issues?
What if the 'Start Verification' button is greyed?
What documents are required for Facebook Business Verification?
What are the steps to get Facebook Business Verification?
How to check whether your business is verified?
Where to find the Facebook Business Manager ID?
Does Facebook Business Verification Required?
Commerce Policy Rejection (CPR)
How to subscribe to account update web-hooks?
How to appeal to facebook if Business actually follows WhatsApp Commerce policies?
What kind of business will be rejected by WhatsApp?
WhatsApp Manager ID (WABA)
How to check WhatsApp Business Account (WABA) Status?
Everything you need to know about your WhatsApp Manager
How to access WhatsApp Manager?
Official Business Account
WATI and its Features
Team Inbox
Multi-channel Team Inbox
Phone number masking in Team Inbox
Different types of chat status in WATI
Supported media types & sizes on WATI
Copy Conversation URL
WATI Account running Slow
What happens if someone you blocked messages you again?
How to download chats from WATI?
How to search and filter chats?
How to use quick replies/canned replies?
How to add custom parameters/attributes?
How to add a tag to chat?
How to add contact to Favorite?
How to start a new Chat?
Broadcast
Why is Meta/Wati restricting my messages?
How can I enable click tracking for my templates?
"Message Undeliverable" when sending template messages
How can I use coupon codes?
How can I send catalog messages?
How to easily broadcast to a subset of your Shopify customers on Wati?
Messaging limit for Click-to-WhatsApp Ads (CTWA)
How to allow users to Opt-Out or Unsubscribe from Broadcasts?
Troubleshoot common errors in WATI
How can I search and filter Broadcasts?
Where can I see Broadcast Statistics?
What is a Broadcast History?
How do I edit or delete a scheduled broadcast?
Is there a limit of broadcast messages?
How to send message to someone who is not in the Contact List?
Tips to send personalized media content broadcast to each number
Building your WATI chatbot
Automation
How to make a Backward Chatbot?
How does WATI Automation Feature work?
What is WATI Automation Feature?
Routing
Keyword Action
Chatbot
How to use Chatbot Timer?
How to use Fallback Message
Automatic chat assignment (Round Robin assignment)
How to test a chatbot?
Why is my chatbot not working?
Advanced Chatbot Builder: Trigger Chatbot
How to create list message & message with reply button?
Advance Chatbot Builder: Time Delay
Export and Import of Chatbots
Chatbot Builder: What is a node and how many types of node?
How to collect data with Google sheets in Chatbots
Advance Chatbot Builder: Template
What features are available in advance chatbot builder
Advance chatbot builder: Webhook
Advance Chatbot builder: Update Attribute
Advance chatbot builder: Setup Assign User / Assign Team
Advance Chatbot Builder: Setup Subscribe or Unsubscribe
How to use Conditions for Chatbot Builder
How to use Questions for Chatbot builder?
How to build a chatbot?
What and how to access Chatbot Builder?
Reply Material
Default Action
Template Messages
What are limited time offer templates?
How to create a carousel template
Troubleshoot template message rejection
How to trigger a chatbot with template?
How to add buttons to templates?
Template Message Guidelines
How to get Opt-in for WhatsApp Messaging?
How to use interactive messages?
Are non-transactional messages allowed with WhatsApp Business APIs?
How do I check and add credit to send broadcast template message
How to export and import template messages from one environment to a new environment?
How to add buttons with template messages?
How to avoid template message rejection?
Could I attach a PDF or image into a template message?
What are the supported languages for template update?
What is the max numbers of template message submission?
Template Category Guidelines
What are template formatting rules?
What is a template message?
What are actions in Template Messages Page?
What is the difference between template message and session message?
How do I increase the expiry time of chats?
Catalog
Mandatory fields & specifications required to be added to product items when creating catalog
How to set up a checkout flow for catalog orders using Wati Chatbot builder
How to add variants for items when Catalog created using Google Sheet
What are item variants in a catalog
How to enable Auto Checkout and collect payment for my Catalog order?
How to collect online payment for catalog orders using Razorpay payment gateway
Orders page to display Catalog orders
How to collect customer order details from Catalog orders using Google sheets
How to use Sync button for Catalog feature
How to trigger a reply message once the “View sent cart” catalog message is sent from customer
What are sets & How to create sets in your catalog
How to use Wati Chatbot builder to send Catalog Messages
How to send Catalog messages via Keyword action
How to enable Catalog feature for your Wati WhatsApp API number
Analytics and Reporting
Operator Performance chart
Team Inbox scheduled report
Overview section
Introduction to Team Inbox Analytics
Manage your Contacts
How to delete contact attribute in bulk?
How to add an attribute in bulk to a list of contacts?
How do I search and sort contacts?
How do I remove contacts?
How can I edit a contact?
How to import contacts to Wati?
How to add attributes to a contact?
How to add a single contact?
Manage your Users
How to force logout a specific user from all active sessions?
How to view, search and delete users?
Detail Access Menu of each Roles
How to add team and assign user to team?
Billing & Payments
What should you do in case of payment failures?
How can I download the past invoices?
How do I Cancel My WATI subscription?
What are the working hours for WATI Support Team?
Personalize your account
How to change my timezone in WATI?
How to change language for WATI?
How to manage notifications and sound?
Click To Whatsapp Ads
Are your CTWA ads giving you good conversions? Track this in Wati with 4 easy steps
Crash course in CTWA - all you need to know to get started!
CTWA Feature Highlights on WATI
Rule-based Automation
Learn more about Filters
Learn more about Actions in Rules
Learn more about Triggers
How to create an Attribute rule?
Whatsapp Flows
KnowBot
WATI Mobile App
WATI Integrations and API's
WATI Integrations
Google Sheets
How to trigger Whatsapp Shop using Templates
Why Whatsapp Message Sender is not working?
Why Google Sheet Automation is not working?
Add-on: Google Sheet Automation
Add-on: Google Spreadsheet WhatsApp Message Sender
WhatsApp Shop Plugin
Zoho
Create a contact in WATI when a new lead comes into ZOHO CRM
Assign chats in WATI based on Lead owner in Zoho CRM
Convert first time visitors to Zoho Lead/Contact using Zoho Flows
Get Notifications for new messages on WATI on Zoho CRM
How to send template message using Zoho CRM Workflow?
How to get Contact Attributes from WATI into Zoho CRM Leads/Contacts?
Why is my ZOHO integration not working?
Zoho CRM Integration
WATI Embedded Team Inbox in Zoho
How to send template message using Zoho CRM Extension?
Shopify
How to include Discount coupon in Shopify Automated messages
Overview of Optin tools available in Wati Shopify app
Enable Support for Your Shopify Stores Third Party Checkout Providers URL
Extra Custom Parameters available for Wati Shopify App Customers
How to enable checkout flow for Shopify catalog orders
How to Add Product Images in Abandoned Cart, Cash On Delivery & Order Confirmation Automated Messages
Cash On Delivery and Abandoned Cart analytics in Shopify app
Why are my Cash on Delivery Messages (COD) not sending in Shopify?
How to add/import Shopify Contacts into WATI
How to setup Cash On Delivery Automated message in Shopify app
How to use pre-defined variables in Shopify?
Variables available for Wati Shopify app integration
Shopify Integration for TRIAL user
How to Integrate Shopify app to Wati paid account
WooCommerce
How to use pre-defined variables in WooCommerce?
What are fixed variables for Woocomerce integration?
WooCommerce Integration
Hubspot
Create contact in HubSpot when new user messages your WhatsApp number
HubSpot WhatsApp Integration: Capture New WhatsApp Contacts To HubSpot For Free [Deprecated]
Hubspot Integration
Zapier
Calendly
Make.com / Integromat
LeadSquared
WhatsApp Templates for Leadsquared
WATI LeadSquared Integration
LeadSquared WhatsApp Integration: Capture All New WhatsApp Contacts To LeadSquared
Payment
Klaviyo
Salesforce Integration
WhatsApp and Razorpay Integration
Google Calendar Integration
WATI APIs
WATI Product Updates (Release Notes)
Terms, Privacy & Security
Instagram @Wati
Table of Contents
- All Categories
- WATI and its Features
- Building your WATI chatbot
- Automation
- What is WATI Automation Feature?
What is WATI Automation Feature?
WATI Automation
This is a module that allows users to automate customer inquiries by building a no-code WhatsApp Chatbot. Users can set up common keywords to quickly auto-respond to customers, acting as a first layer to filter messages that don't need a live agent interaction.
Example of use cases:
- Sending a default welcome message when a new chat is started
- When customers ask questions during working hours but no follow-up to our reply after a few
minutes - When customers ask questions outside of working hours
In TeamInbox below, it shows a Bot automatically taking over conversations when a new chat is started. This is triggered if certain conditions are matched, such as when no agent is assigned to a chat yet. You may choose to trigger these chatbots as a default action for all chats or based on specific keywords or various other conditions.
Keywords Matching
With Keyword Matching, you can define Keywords that your customers might usually ask, such as “Company information” or “Company phone number”. When customers send a message with these Keywords, they will get an auto-reply which you can customize.
Exact matching - your customer’s message must 100% match the Keyword
Fuzzy Matching - as long as the message contains a certain % of the Keyword
Example: If you create the Keyword “Tell me about your company information” and your customer asks “your company information”,
- with Exact matching, the bot will not reply anything
- with Fuzzy Matching, the bot will reply according to the rule you set
You can also set emojis as your Keyword!
Note that you can create only 100 keyword actions on Wati's all plans.
To get more keyword actions, you can request an add-on with upto 1000 keyword actions. Please email our team on billing@wati.io for the same.
Please see the below guide to add "Keyword actions":
Default Action
Default Action acts as a backup plan when Keyword Matching does not auto-reply to a message. With this, you can automate replies outside your working hours, follow up on slow customer replies, or send a last reminder to your customer before the 24-hour messaging timeframe expires.
Example of use cases:
- When it is not working hours and there is no customer service online
- Send a welcome message when a new chat is started and no Keyword search criteria are met
- During working hours, users wait more than xx minutes without any reply
- During out-of-office, send out-of-office messages always (even if a Keyword match is found)
Reply Material
Reply Material is where you can define and store the format of your responses to be used in all your WATI automation. This is where you can add, edit, and delete auto-replies to your customers.
You can use one or a combination of these:
- Text
- Document
- Image
- Video
- Stickers
- Flows
- Sequence
- Contact Attributes
- Template messages
Routing
Routing is designed to manage your team more effectively, without letting your customers see what happens behind the scenes and thus not affecting your customer experience.
We have 3 types of Routing:
- Send Notification: when a customer sends the word “complain” in their message, you can set your routing to send a notification to the manager of your team
- Assign To Operator: when a customer sends “buy product” in their message, the chat will automatically be assigned to a sales agent
- Assign To Team: similar to “assign to an operator”, but you can assign to the entire sales team instead of just a sales agent
Flow-builder
Flows can be used to reply to customers’ further queries based on a pre-defined setup, unlike basic auto-reply which can only reply to a single reply. In our WATI standard plan, you can set up to 10 flows - send a message, ask a question, or set a condition.
Below is an example of an Interactive Message, where users can select or interact with the auto-reply message without live agent interaction.
We have 2 main types of Interactive messages:
- List Messages: allow users to select an answer from a menu of up to 10 replies
- Reply Buttons: a quick response option where users can choose from a maximum of 3 short replies
Thank you!