Automations & workflows
Build understandable triggers, test branches and publish only the behaviour you have reviewed.
Define a trigger, a narrow condition, an action and a safe handover. Test both the matching input and an input that should do nothing.
Choose between a quick rule and a workflow
Match the complexity of the task to the available automation interface.
Create a keyword rule
Match a deliberate customer phrase to a useful response.
Plan a first-message welcome
Help a new conversation start with a useful next step.
Configure after-hours guidance
Explain what happens outside the team's availability.
Use an any-message trigger cautiously
Avoid repetitive automation that interrupts normal conversation.
Write a concise automated text reply
Answer one customer need clearly in a small screen.
Design clear reply buttons
Make available choices distinct and understandable.
Organise a list-style response
Group several choices without forcing the customer to read an essay.
Create a human handover path
Ensure automation can pass a conversation to an accountable person.
Test a rule before enabling it
Observe rule behaviour in a controlled example.
Check whether a rule is live
Distinguish configuration, testing and execution availability.
Review overlapping automation rules
Reduce conflicting responses to the same customer message.
Name automation rules for maintainability
Help another operator recognise a rule's purpose.
Edit an existing automation safely
Understand the effect of a change before replacing working behaviour.
Disable an obsolete automation
Stop outdated guidance while preserving an understandable operational record.
Read automation run history
Use available execution records to understand a specific event.
Investigate a rule that did not respond
Separate trigger mismatch from execution availability.
Investigate repeated automated replies
Identify a loop or broad trigger before it annoys customers.
Plan an enquiry routing workflow
Turn a customer request into a clear team action.
Separate automation hours from profile hours
Keep customer-facing availability and response behaviour aligned.
Review automation after a business change
Prevent old prices, locations or processes from persisting in replies.
Make automation language consistent
Use the same understandable terms across choices and replies.
Handle sensitive requests in automation
Route requests that need human judgment without collecting unnecessary details.
Document automation ownership
Keep responsibility clear when several people maintain a workflow.
Run a monthly automation review
Check whether configured journeys still help customers.
Relevant public sources
- WhatsApp Business Messaging PolicyProvider policy
- Alactic Communications Terms & ConditionsAlactic public terms