WhatsApp is an additional add on that costs $29.99 a month. More information can be found here.
Keeping in touch with your customers should feel effortless, not overwhelming. With FEA Create, you can set up WhatsApp automations that reply instantly, follow up naturally, and respect your customers’ preferences. This helps you provide a professional and thoughtful experience while saving time for yourself.
Whether it’s answering questions, sending updates, or pausing messages when someone asks, these workflows help you stay organised and feel confident that nothing slips through the cracks.
Step 1: Create a New Workflow
Go to Automations → Workflows
Click Create Workflow
Choose Start from Scratch to build your own custom automation
Step 2: Set Up a Trigger
Click Add New Trigger
Search for Customer Replied and select it
This makes sure your workflow starts whenever a customer engages with you.
Step 3: Apply WhatsApp-Specific Filters
Click Add Filter
Choose Reply Channel → WhatsApp
This ensures the workflow only responds to WhatsApp messages, keeping your other channels unaffected.
Step 4: Define an Automated Action
Click the + button to add an action
Select WhatsApp as the action type
You can send a free text message or a pre-approved WhatsApp template. Templates are perfect if you want standardised messaging or to reach customers outside the 24-hour response window.
Step 5: Enable Smart Branching (Optional)
Smart branching lets you create more personalised flows based on how your customer interacts:
Flow Completed – Triggers when a customer finishes a WhatsApp flow
Undelivered – Activates if a message fails (for example, if the customer is unreachable)
Timeout – Fires if the customer doesn’t respond in time
Use these branches to send fallback messages, next steps, or alerts automatically.
Step 6: Save & Activate the Workflow
Click Save Action
Click Publish → Save to activate your workflow
Selecting the From Phone Number for WhatsApp Messages
Only phone numbers with connected status will appear in the dropdown.
Step 1: Add an Action
Tap the + icon in your workflow to add a new action
Step 2: Select WhatsApp
Search for WhatsApp and click it
Step 3: Choose Your Sending Number
Pick the number from the dropdown list
Tip: If you pick the wrong number, messages will send from that number. Simply edit the workflow to correct it.
Configuring “Wait for WhatsApp Contact Reply”
Sometimes, it’s important to wait for a customer’s reply before moving to the next step. This creates more natural, responsive conversations.
Step 1: Create a Workflow
Go to Automations → Workflows → Create Workflow → Start from Scratch
Step 2: Add Trigger
Click Add New Trigger → Contact Created
Step 3: Send Initial WhatsApp Message
Click + to add an action
Select WhatsApp
Choose the template you want to send
Step 4: Wait for Reply
Click + → Wait
Set Wait For → Contact Reply
Choose Reply To → WhatsApp
Click Save Action
Step 5: Send Follow-Up Message
Click + → Action Name: WhatsApp
Select template None – Manual Text
Free text messages are at no extra cost because the Free Entry Point Conversation is open once the customer replies. More information on this can be found here.
Step 6: Save & Publish the Workflow
Configuring Do Not Disturb (DND) for WhatsApp
Sometimes, a customer might ask to pause messages, for example by sending “STOP.” You can set DND to respect their wishes either for WhatsApp alone or for all your channels.
Step 1: Create a Workflow
Go to Automations → Workflows → Create Workflow → Start from Scratch
Step 2: Add Trigger
Click Add New Trigger → Customer Replied
Step 3: Add Filter
Reply Channel → WhatsApp
Contains Phrase → STOP
Click Save Trigger
Step 4: Add DND Action
Click + → Search DND → Enable/Disable DND
Step 5: Choose Channels
Select Enable DND for specific channels → WhatsApp
Click Save Action
Tip: You can also select Enable DND for all channels to pause messages everywhere.
FAQs
Does DND affect only WhatsApp or other channels too?
You can choose. DND can apply to just WhatsApp or all channels, depending on your preference.
What’s the difference between “Manual Text” and a template?
Manual Text: Free-form messages within the 24-hour window
Template: Pre-approved messages for sending outside the 24-hour window or for marketing/support
Can I combine WhatsApp with SMS or Email?
Yes! FEA Create workflows are flexible, so you can use multiple channels in the same automation.
Can I send messages outside the 24-hour window?
Yes, using approved templates. Note that template messages may have extra costs.
What’s a Free Entry Point Conversation?
Triggered when a customer clicks a “Click to WhatsApp” ad or Facebook button
Lasts 72 hours instead of the standard 24
Lets you send both free-form and template messages
What if a customer replies unexpectedly?
The workflow will keep waiting. To handle different replies, add extra branches with alternative conditions.
Can I use multiple WhatsApp numbers?
Yes, choose the preferred number from the dropdown when setting up your workflow.
Do I need to configure the sending number for every workflow?
Yes, each workflow needs a sending number selected to ensure messages go from the right source.