If you wish to set up automations when customer reply to you on WhatsApp then you can do so by following the below steps

Step 1: Go to Automations > Workflows > Create Workflow > Start from Scratch

Step 2: Select Add new Trigger and search Customer Replied

Step 3: Add filters > Reply Channel > WhatsApp

Step 4: Click on the plus button to add an action > Select WhatsApp

Step 5: SELECT WHATSAPP TEMPLATE > None - Manual Text > Write the message that you would like to send to your customer when they message you on WhatsApp. You can use custom variables like Contact Name, Email, Company Name etc

Note: You can also send pre-approved templates here

Step 6: Select Save Action > Publish > Save to make the work flow live

You can send an initial WhatsApp message and then wait for the contact's reply before triggering the next step in your workflow. This enables more natural and responsive interactions within your automated workflows.

Step 1: Go to Automations > Workflows > Create Workflow > Start from Scratch

Step 2: Select Add new Trigger and search Contact Created

Step 4: Click on the plus button to add an action > Select WhatsApp

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Step 5: SELECT WHATSAPP TEMPLATE > Select the template that you wish to send

Step 6: Click on + button > Select Wait

Step 7: WAIT FOR > Contact Reply > REPLY TO > WhatsApp and Save Action

Step 8: Select the + button > ACTION NAME: WhatsApp > SELECT WHATSAPP TEMPLATE : None - Manual Text

Note: You can send free text messages at NO ADDITIONAL COST since the Free Entry Point Conversations is opened since the customer replied to you.

Step 9: Save Action and Publish the Automation and click Save

Based on specific customer actions (e.g., sending "STOP"), set DND status for all channels or specifically for WhatsApp. This empowers you to respect customer preferences and manage communication channels more effectively.

Step 1: Go to Automations > Workflows > Create Workflow > Start from Scratch

Step 2: Select Add New Trigger > Customer Replied

Step 3: Select Add filters > Reply channel > WhatsApp and Contains phase > STOP and Save Trigger

Step 4: Select + button > Search DND > Select Enable/Disable DND

​Step 5: Select Enable DND for specific channels > Channels: WhatsApp > Save Action
Note: You can enable DND for all Channels by selecting Enable DND for all channels