Triggering WhatsApp Flow
Updated
You can use Rule Engine to automatically trigger a bot and send a WhatsApp Flow asset when an incoming customer message satisfies predefined rule conditions. This approach eliminates the need for agents to manually send the flow and enables automated customer journeys such as lead capture, appointment booking, onboarding, feedback collection, and service requests.
Create the Rule
1. Click the New Page (+) icon to open the Launchpad.
2. Under Platform Modules > Collaborate, click Rule Engine.
3. On the Rule Engine window, click Create New Rule in the top-right corner.
4. On the New Rule window, provide a Name and an optional Description for your new rule and set the Rule Scope to Customer.
5. From the Context drop-down menu, select Queue.
6. In Rule Type, select Standard or On-Demand, depending on your requirement.
7. If required, modify the values for Activation Date and Rule Execution Batch. To proceed with the default values, click Next at the bottom.
8. On the Rule Canvas window, select Add Condition.
9. On the Edit Condition pane on the right, enter a Name for the condition.
10. Under Conditions Applies To The source of the Message, select the Condition as Account, followed by selecting the WhatsApp Business Account account.
11. On the Rule Canvas window, select Add Action.
12. On the Edit Action pane on the right, enter a Name for the action.
13. Under Actions To Auto Respond to a Message Using Bot, configure the following:
Action | Description |
Trigger Bot Application | Enables bot triggering through the configured rule action. |
Select Receiver Account Type | Defines the receiver account type that triggers the bot application. |
Bot Application | Select the bot application that should handle the incoming interaction. |
Choose Account To Reply From | Select the WhatsApp Business account that will send the response. |
Choose Campaign | Select a campaign if the interaction should be associated with a specific campaign. |
Preferred Reply Type | Select Auto Select From Message to allow the bot to automatically determine the appropriate reply based on the incoming message content. |
14. Click Save in the bottom right corner.
Note: Ensure that the WhatsApp account used for messaging belongs to the same WABA used while creating the Flow Asset.
Bot Triggering Behavior
This configuration ensures that:
The bot is triggered based on inbound rule conditions.
The configured flow asset is sent automatically.
The correct WhatsApp Business account is used for replying.
Note: The rule configuration described above is intended only as a sample setup for quick configuration. For complete end-to-end/advanced/multiple rule configuration, coordinate with your Implementation Consultants or Solution Consultants.