Try our 7-days Free Trial
What is the pricing for WATI CRMs & APIs?
Key Differences Between WATI CRM and WhatsApp API Gateway
What are difference between WATI Standard and Pro plan
PRO plan: Support export chat
Conversational Based Pricing
Set up your WATI account
Before you sign up to WATI
Get started with WATI
What are the limitations of using WATI / WhatsApp APIs
Migrate your phone number to WATI from another BSP
Steps to use phone number that has been registered with Whatsapp Business before
How should I choose a phone number for WhatsApp?
Backup WhatsApp Chats
How To Import WhatsApp Chats
Green Tick Verification for your business
Get your own WATI custom Sub-domain
Embedded Sign Up
Facebook Business Verification
Why is Facebook Business Verification required?
What if the 'Start Verification' button is greyed?
How to check whether your business is verified?
What are the steps to get Facebook Business Verification?
What documents are required for Facebook Business Verification?
Where to find the Facebook Business Manager ID?
How can I contact Facebook Team for Business Verification Issues?
WhatsApp Manager ID (WABA)
Everything you need to know about your WhatsApp Manager
How to access WhatsApp Manager?
How to check WhatsApp Business Account (WABA) Status?
More from us!
Our Roadmap - See What's Planned
WhatsApp Chat Button Integration
Creating click-to-chat link
How To Add WhatsApp Number To Facebook or Instagram Pages
How can I create a QR Code for my WhatsApp Number?
How To Link WhatsApp Number To Facebook Page
Commerce Policy Rejection (CPR)
WATI and its Features
Team Inbox on WATI
WATI Account running Slow
How to add a tag to chat?
Copy Conversation URL
What happens if someone you blocked messages you again?
How to use quick replies/canned replies?
What features does WATI Team Inbox offer?
Supported media types & sizes on WATI
How to start a new Chat?
How to add contact to Favorite?
How to add custom parameters/attributes?
How to download chats from WATI?
How to search and filter chats?
Building your WATI chatbot
What features are available in advance flow builder
Advance flow builder: Update Attribute
Advance flow builder: Template
How to use Conditions for Flowbuilder
What and how to access Flow Builder?
Advance flow builder: Setup Assign Agent / Assign Team
How to use Questions for Flowbuilder
Advance flow builder: Setup Subscribe or Unsubscribe
Advance flow builder: Webhook
How to build a flow
Advanced Flow Builder: Invoke New Flow
How to create list message & message with reply button?
Advance Flow Builder: Time Delay
Flow Builder: What is a node and how many types of node?
Why is my flow not working?
Export and Import of Flows
How to collect data with Google Spreadsheets
Broadcast on WATI
How to allow users to Opt-Out or Unsubscribe from Broadcasts?
How do I edit or delete a scheduled broadcast?
What is a Broadcast History?
What is a broadcast?
How do I add a new Broadcast?
Tips to send personalized media content broadcast to each number
Troubleshoot common errors in WATI
How to send message to someone who is not in the Contact List?
Is there a limit of broadcast messages?
How can I search and filter Broadcasts?
Where can I see Broadcast Statistics?
Template Messages on WATI
What are template formatting rules?
How to submit template messages on WhatsApp Manager for WhatsApp API Gateway
How to get Opt-in for WhatsApp Messaging?
What is the difference between template message and session message?
How to use interactive messages?
What are the supported languages for template update?
How many template messages can be submitted for WhatsApp approval?
What is the max numbers of template message submission?
How to avoid template message rejection?
What are the category values of Template Message?
What is a template message?
Template Message Guidelines
How to export and import template messages from one environment to a new environment?
How to add buttons with template messages?
How do I create a Template Message?
How to trigger a flow with template?
Are non-transactional messages allowed with WhatsApp Business APIs?
How to add buttons to templates?
Troubleshoot template message rejection
Could I attach a PDF or image into a template message?
What are actions in Template Messages Page?
How do I check and add credit to send broadcast template message
How do I increase the expiry time of chats?
Manage your Contacts on WATI
How to add attributes to a contact?
How to add a single contact?
How to add an attribute in bulk to a list of contacts?
How to import contacts from Excel?
How do I remove one or more contacts?
How do I search and sort contacts?
How can I edit a contact?
Manage your Operators on WATI
How to view, search and delete operator?
How to force logout a specific user from all active sessions?
Detail Access Menu of each Roles
How do I add more agents to my account?
How to add team and assign operator to team?
Dashboard and Reporting on WATI
Integrations on WATI
Add-on: Google Sheet Automation
Add-on: Google Spreadsheet WhatsApp Message Sender
Why Whatsapp Message Sender is not working?
WhatsApp Shop Plugin
Why Google Sheet Automation is not working?
Zoho CRM Integration
How to send template message using Zoho CRM Extension?
How to send template message using Zoho CRM Workflow?
WATI Embedded Team Inbox in Zoho
How to get Contact Attributes from WATI into Zoho CRM Leads/Contacts?
Why is my ZOHO integration not working?
Get Notifications for new messages on WATI on Zoho CRM
Shopify Integration for TRIAL user
How to use pre-defined variables in Shopify?
Why are my Cash on Delivery Messages (COD) not sending in Shopify?
How to add/import Shopify Contacts into WATI
Shopify Integrations for Paid WATI Users
What are fixed variables for Shopify integration?
How to create a COD (Cash on Delivery) Template
What are fixed variables for Woocomerce integration?
How to use pre-defined variables in WooCommerce?
Make.com / Integromat
APIs on WATI
Where can I find the API Endpoint URL and Bearer Token?
What if I need access to more APIs?
Are your file attachment names appearing as null or untitled?
Where can I find WATI API Documentation?
Can I send OTP on WhatsApp?
How can I add webhooks using WATI or WhatsApp API Gateway?
Payments on WATI
How can I manage the billing and payment methods?
How can I download the past invoices?
How do I unsubscribe from WATI?
What should you do in case of payment failures?
What are the working hours for WATI Support Team?
Personalize your account on WATI
WATI Mobile App (App Store / Google Play)
WATI App Updates (Release Notes)
Released in 2022
2022.09.1 - Releasing on Dec 2022
2022.07.2 - Released on Oct 2022
2022.07.1 - Released on Sept 2022
2022.06.2 - Released on Aug 2022
2022.06.1 - Released on July 2022
2022.05.2 - Released on June 2022
2022.05.1 - Released on 18th May 2022
2022.04.2 - Released on 22nd April 2022
2022.04.1 - Released on 6th April 2022
2022.03.2 - Released on 25th Mar 2022
2022.03.1 - Released on Mar 2022
2022.01.2 - Released on Feb 2022
2022.01.1 - Released on Feb 2022
Mobile App - Released 2022
Mobile version 3.0.0 - Released on 15th May 2022
Mobile version 3.1.1 - Released on 22nd June 2022
Mobile version 3.0.3 - Released on 22nd May 2022
Mobile version 2.9.0 - Released on 30th Apr 2022
Mobile version 2.8.0 - Released on 8th Apr 2022
Mobile version 2.7.1(hotfix) - Released 24th Mar 2022
Mobile version 2.7.0 - Released on 14th Mar 2022
Mobile version 2.6.0 - Released on 23rd Feb 2022
Mobile version 2.5.0 - Released on 15th Feb 2022
Mobile version 2.4.0 - Released on 29th Jan 2022
Mobile version 2.3.0 - Released on 20th Jan 2022
Mobile version 2.2.0 - Released on 7th Jan 2022
Released in 2021
2021.07.1 - Released on Jan 2022
2021.06.1 - Released on Nov 2021
2021.05.2 - Released on Sep 2021
2021.05.1 - Released on July 2021
2021.04.1 - Released on May 2021
2021.03.1 - Released on Apr 2021
2021.02.1 - Released on Mar 2021
2021.01.1 - Released on Feb 2021
Released in 2020
2020.12.1 - Released on Jan 2021
2020.11.1 - Released on Dec 2020
2020.10.1 - Released on Oct 2020
2020.09.1 - Released on Sept 2020
2020.08.1 - Released on Aug 2020
2020.07.1 - Released on July 2020
2020.06.1 - Released on May 2020
2020.05.1 - Released on May 2020
2020.04.1 - Released on Apr 2020
2021.07.1 - Released on Dec 2021
RBI e-Mandate Latest Guidelines
Terms, Privacy & Security
Table of Contents
Updated by Helpdesk
How to access the feature?
To access this feature, click the Automation menu. On the left panel, click "Keyword Action". Click the button "Add keyword action".
The process to create new keyword action including 2 steps as below:
Step 1: Trigger Keyword
- Click the button "Add Keyword +". Input the keyword into the popup. This will be checked when customers asking this keyword and respond accordingly. Then click "Save"
- Choose one between 3 values in "Message matching methods":
- Fuzzy matching: "contain". For example, we can define "Company Information" as a keyword with this matching method. Then the customer can ask any long question, as long as it contains "company information", it will be replied correctly: + Can I know about your company information?
+ Where to get company information?
- Exact matching: The question that the customer asks must match the keyword 100% to send a response. For example, we can define "Hi". So whenever the customer says "Hi", the system will always reply nicely base on reply material.
- Contains: If the question that the customer asks containing the keyword, it will return the reply. There are some specific notes for this type:
- CONTAINS will have higher priority than FUZZY MATCHING.
For example, the user has 2 keywords:
1: "How is the weather today?" with type = Fuzzy matching 90%
2: "weather" with type = Contain
==> When the customer asks "How is the weather today?", it will always return the reply of "weather"
- CONTAINS will have lower priority than EXACT MATCHING.
For example, the user has 2 keywords:
1: "How is the weather today?" with type = Exact Matching
2: "weather" with type = Contain
==> When the customer asks "How is the weather today?", it will always return the reply of "How is the weather today?"
- CONTAINS take reply from the first created keyword if there are many "contains" keywords in question.
For example, the user has 3 keywords:
1: "today", created from last month, with type = contain
2: "weather", created today, with type = contain
3: "rainy", created last week, with type = contain
==> When the customer asks "How is the weather today? Is it rainy?", it will always return the reply of "today" only, since the keyword "today" is the oldest one.
- Click "Next Step"
Step 2: Set Reply Material
- In the second step, we can select a checkbox on top of existing reply materials, or click "Add" to add new reply material. Note: WATI supports 12 different types of material including Text, Document, Image, Video, Stickers, Flows, Sequences, Contact Attributes, Templates, Send Notification, Assign to Operator, Assign to Team.
Please note that multiple reply materials can be chosen for the same keyword e.g. if 2 reply materials are chosen, it will send 2 messages to the customer.
- Then click the "Save" button:
In the above screen there also have some other actions:
- 1 - Back: Bring you back to step 1 if you need to update anything.
- 2 - Cancel: Bring you back to the Summary page of "Keyword action" where it shows "Keyword Action List".
- 3 - Search: Search name or content of existing materials.
- 4 - Edit an existing material.
- 5 - Delete an existing material.
To learn more about creating templates with buttons, you may refer to How to trigger a flow with template?