WhatsApp Automation
Set up automated WhatsApp responses and workflows to handle common customer inquiries without manual intervention. Automation rules run on incoming messages and execute defined actions — reducing response time and freeing your team for complex conversations.
Overview
WhatsApp Automation allows you to define rules that trigger automatic responses based on incoming message patterns. Each rule consists of a trigger condition, a response action, and optional filters and limits to control when and how often the rule executes. Rules are evaluated in priority order whenever a new incoming message arrives.
Always test a new automation rule with a controlled number of internal numbers before activating it for your entire customer base. An incorrectly configured rule that triggers on common words can send unwanted auto-replies to every customer, degrading their experience and increasing your WhatsApp balance consumption. Use the Rule Preview feature to simulate how a rule responds to sample messages.
Automation rules handle structured, predictable conversations (greetings, FAQs, business hours). For open-ended, conversational interactions, pair automation with Voxvaani’s Conversational AI agent. You can configure automation rules to detect simple queries and route complex messages to the AI agent automatically — giving you the best of both worlds.
Creating Automation Rules
Step-by-Step
- Navigate to WhatsApp → Automation and click Create Rule.
- Give the rule a descriptive Name (e.g., “Welcome Greeting”, “Business Hours Auto-Reply”, “Order Status Query”).
- Define the Trigger Condition — what incoming message pattern activates this rule (see “Trigger Types” below).
- Set the Response Action — what happens when the rule fires (send a reply template, assign to agent, tag conversation, or route to AI).
- Configure optional Filters to narrow when the rule applies (e.g., only during specific hours, only for new conversations).
- Set optional Limits to control rule frequency (e.g., maximum 1 time per conversation, maximum 50 uses per day).
- Toggle the rule Status to Active.
- Click Save.
Trigger Types
Currently, only Keyword Match trigger type is fully implemented and functional. Other trigger types (Exact Match, Contains Phrase, Regex, Message Type, First Message from Contact, Keyword Not Matched) are defined in the rule schema but not yet operational.
Automation rules support several trigger types (bold = functional):
| Trigger Type | Description | Example Pattern | Example Match |
|---|---|---|---|
| Keyword Match ✅ | Trigger if the message contains one or more keywords (case-insensitive). Fully implemented. | hello, hi, hey | ”Hello, I need help” |
| Exact Match 🚧 | Trigger only if the message exactly matches the pattern (case-insensitive). Defined, not yet functional. | help | ”help” (not “help me please”) |
| Contains Phrase 🚧 | Trigger if the message contains the exact phrase anywhere in the text. Defined, not yet functional. | order status | ”I want to check my order status” |
| Regex 🚧 | Trigger based on a regex pattern match. Defined, not yet functional. | `\b(ORD | order)[- ]?\d10\b` |
| Message Type 🚧 | Trigger based on the type of message received. Defined, not yet functional. | Text, Image, Audio, Document | Any incoming image message |
| First Message 🚧 | Trigger if this is the first time this contact has messaged. Defined, not yet functional. | N/A | Any first conversation |
| Catch-All 🚧 | Trigger if no other rule matches the incoming message. Defined, not yet functional. | N/A | Unmatched messages |
Use Keyword Match for most common automation scenarios — it is the most forgiving trigger type and handles natural language variations. Reserve Regex for advanced matching needs such as order numbers, tracking codes, or structured identifiers.
Response Actions
When a trigger condition is met, the rule executes a response action:
Currently, only Send Template Reply action is fully implemented. Other actions (Send Free-Form Reply, Assign to Agent, Tag Conversation, Route to AI Agent, Mark as Resolved) are defined in the schema but not yet operational.
| Action | Status | Description |
|---|---|---|
| Send Template Reply | ✅ | Sends a pre-approved WhatsApp template to the contact. Fully implemented. |
| Send Free-Form Reply | 🚧 | Sends a custom text message. Defined, not yet functional. |
| Assign to Agent | 🚧 | Routes the conversation to a specific team member. Defined, not yet functional. |
| Tag Conversation | 🚧 | Applies a label or tag to the conversation. Defined, not yet functional. |
| Route to AI Agent | 🚧 | Hands off the conversation to a Voxvaani AI agent. Defined, not yet functional. |
| Mark as Resolved | 🚧 | Automatically closes the conversation. Defined, not yet functional. |
Rule Components
Each automation rule is composed of:
| Component | Description |
|---|---|
| Trigger | The condition that activates the rule (keyword, exact match, regex, message type, etc.). |
| Response | The action taken when the rule is triggered (send a message, assign, tag, route, or resolve). |
| Filters | Additional constraints that must be satisfied (e.g., only active between 9 AM–6 PM, only for contacts in a specific segment, only for conversations in “Open” status). |
| Limits | Usage caps to prevent over-triggering (e.g., maximum 1 time per conversation, maximum 100 uses per day globally, cooldown period of 5 minutes between triggers for the same contact). |
Rule Priority and Ordering
When multiple automation rules are active, they are evaluated in priority order (top to bottom on the rules list). The first rule whose trigger condition matches the incoming message is executed, and by default, subsequent rules are skipped for that message.
- Top Rule = Highest Priority. Place your most specific rules at the top (e.g., exact match for “refund” before a catch-all greeting rule).
- Continue on Match (Optional): You can configure a rule to “continue matching” rather than stopping. This allows multiple rules to trigger on the same message (e.g., tag the conversation with “VIP” and also send an auto-reply, each handled by separate rules).
- Catch-All Rule: Place a broad keyword match or a “keyword not matched” rule at the bottom of the list to ensure every incoming message receives at least one response.
Practical Automation Examples
Example 1: Welcome Greeting Auto-Reply
Scenario: Automatically greet new customers who send their first message to your business number.
| Field | Value |
|---|---|
| Trigger | Keyword Match: hello, hi, hey, good morning, good evening |
| Response | Send Free-Form Reply: “Hello! Thank you for contacting Voxvaani. How can we assist you today? Our team typically responds within 1 hour during business hours.” |
| Filters | No additional filters |
| Limits | Max 1 time per conversation |
Example 2: Business Hours Auto-Responder
Scenario: Send a polite “outside business hours” reply when customers message outside your working hours.
| Field | Value |
|---|---|
| Trigger | Keyword Not Matched (catch-all for any incoming message) |
| Response | Send Free-Form Reply: “Thank you for reaching out! Our team is currently offline. Business hours are Monday–Friday, 9 AM–6 PM IST. We will respond as soon as we are back. For urgent matters, email [email protected].” |
| Filters | Time filter: Only active outside 9 AM–6 PM on weekdays |
| Limits | Max 1 time per conversation |
Priority placement: Place this rule below any specific keyword rules (greetings, order status, complaints) so it only fires when no other rule matches during off-hours.
Example 3: Lead Qualification Flow
Scenario: When a prospect messages interested in your services, auto-reply with qualification questions and tag them as a lead.
| Field | Value |
|---|---|
| Trigger | Keyword Match: pricing, demo, trial, subscribe, interested, plans, buy |
| Response | Send Template Reply: “Hi {{1}}, thanks for your interest in Voxvaani! To help us understand your needs, could you tell us: 1) What type of communication channels are you looking for? (Voice/WhatsApp/Email) 2) Approximately how many contacts do you plan to reach monthly?” |
| Additional Action | Tag Conversation with “Sales Lead” and assign to “Sales Team” |
| Limits | Max 1 time per conversation |
Example 4: Order Status Lookup
Scenario: When a customer asks about their order, automatically provide instructions or routing.
| Field | Value |
|---|---|
| Trigger | Keyword Match: order status, where is my order, tracking, shipment, delivery |
| Response | Send Free-Form Reply: “We can help you track your order! Please reply with your order number (e.g., ORD-12345) and we’ll provide the latest status.” |
| Tag | Tag Conversation with “Order Inquiry” |
| Limits | Max 1 time per conversation |
Build layered automation by combining rules with complementary actions on the same message. For example, a “Support Complaint” keyword rule could simultaneously tag the conversation as “Urgent”, assign it to the senior support team, and send an acknowledgement reply — ensuring no high-priority issue slips through.
Managing Rules
The automation rules list provides management controls:
- Enable/Disable — Toggle a rule on or off without deleting it. Disabled rules are ignored during message processing.
- Edit — Modify the trigger, response, filters, or limits of an existing rule.
- Delete — Permanently remove a rule.
- Reorder — Drag and drop rules to change their priority. Rules at the top are evaluated first.
- Duplicate — Clone a rule as a starting point for a new variant.
Monitoring Automation Performance
Regularly review your automation rules to ensure they are functioning as intended:
- Rule Execution Count — Track how many times each rule has triggered. A rule with very high execution may be too broad; a rule with zero executions may have an ineffective trigger.
- Conversation Review — Spot-check conversations where automation fired to verify the response was appropriate and helpful.
- AI Agent Handoff Rate — If routing to an AI agent, monitor how many conversations require human escalation after AI handling. High escalation rates may indicate a need to refine the AI agent’s prompts or the automation routing logic.
- Balance Consumption — Automation responses (template replies) deduct from your WhatsApp message balance. Monitor your balance regularly to avoid unexpected depletion from high-frequency rules.
Troubleshooting
Rule Not Triggering
Symptom: A rule is active and configured, but does not fire when matching messages arrive.
Possible Causes and Solutions:
- Higher Priority Rule Matched First: A rule above yours in the list may be matching the same message. Check the rule order and ensure your rule is positioned correctly, or enable “Continue on Match” on the higher-priority rule.
- Filter Conditions Not Met: If the rule has time/day filters, contact segment filters, or conversation status filters, verify that the incoming message satisfies all conditions.
- Limits Reached: If the rule has a usage limit (e.g., max 10 uses per day) and that limit has been reached, the rule will not fire again until the limit resets.
- Trigger Too Specific: An exact match trigger will not fire on variations. For example, “help” will not match “Help!” or “help me”. Switch to keyword match for broader coverage.
Rule Triggering Too Often
Symptom: A rule is firing on messages where it should not apply.
Possible Causes and Solutions:
- Keyword Too Broad: A keyword like “no” or “yes” will match many messages. Use more specific keywords or combine multiple keywords to narrow the trigger (e.g., trigger only if the message contains “order” and “cancel”).
- Missing Filters: Add filters to restrict the rule to specific conversation statuses, time windows, or contact segments.
- Limits Not Set: Increase the cooldown period or add a maximum-uses-per-conversation limit to prevent the rule from firing repeatedly on the same thread.
Template Reply Not Sending
Symptom: Automation triggers correctly but the template reply does not send.
Possible Causes and Solutions:
- Template Not Approved: The selected template may have been rejected or is still pending review. Check template status in WhatsApp → Templates.
- Outside 24-Hour Window: If the action is a free-form reply and the 24-hour customer service window has closed, the message will fail. Use a template-based reply for out-of-window responses.
- Template Variables Missing: If the template requires variables and none are provided in the automation rule, the message may fail. Ensure variable values are configured in the rule’s response settings.
- Balance Depleted: Your WhatsApp message balance may be exhausted. Check Wallet & Billing.
Tips
- Start with simple keyword-based rules for common scenarios (greetings, FAQs, business hours) before building complex routing logic.
- Use the Duplicate feature to create variations of working rules for similar categories (e.g., duplicate a “Sales Inquiry” rule to create a “Support Inquiry” variant with different routing).
- Monitor rule execution counts weekly. Rules with high execution volumes deserve the most attention for optimization.
- Pair automation with the inbox so your team can take over conversations when automation has handled the initial interaction — this creates a seamless escalation path.