Send WhatsApp messages
Learn how to send personalized WhatsApp messages through Pushwoosh Customer Journey.
This guide provides instructions for sending WhatsApp messages through Pushwoosh Customer Journey. You can select between audience-based and trigger-based campaigns, use templates from your Meta account, or create custom content within Pushwoosh.
Prerequisites
To send WhatsApp messages, ensure the following requirements are met:
WhatsApp configuration completed: Make sure your WhatsApp Business Account is integrated with Pushwoosh. Learn more
A payment method for WhatsApp added: Meta charges for each message sent via WhatsApp. Pushwoosh does not handle these charges, so make sure your payment information is updated in your WhatsApp account.
Templates available: Ensure that the required templates are already created and approved in your WhatsApp Manager account. Learn more
Create an audience-based WhatsApp campaign
An audience-based campaign targets a specific group of users defined by their characteristics or behavior. This type of campaign is ideal for scheduled or recurring messages, such as reminders, promotions, or announcements.
Example campaigns
Send a promotional WhatsApp message to all customers who haven’t made a purchase in the past 30 days.
Announce a seasonal sale or limited-time offer to all customers who have purchased in the past year.
Request feedback from customers who made a recent purchase to improve service and gather insights.
To set up an audience-based WhatsApp campaign, follow these steps:
Go to Campaigns and click Create campaign.
Drag the Audience-based Entry element to the journey canvas. Configure the element settings and click Apply.
Add the WhatsApp element to the canvas.
4. In the WhatsApp element, choose a pre-existing template from your Meta account. For this, click the link next to Preset, which will redirect you to your Meta account to select or create the template. Learn more about creating templates or explore options in the WhatsApp Templates library.
Note: You can initiate conversations only by using an approved Message Template. Learn more
5. (Optional) You can configure the flow to split based on whether the message has been read or not.
Also, if your WhatsApp template includes interactive message types, such as quick replies or call-to-action buttons, you can configure the journey to split the flow based on user interactions with these buttons. Learn more
Once the WhatsApp element is configured, click Apply and continue setting up your journey. Learn more
Create a trigger-based WhatsApp campaign
Trigger-based campaigns are event-driven and occur in response to specific customer actions or conditions. They are ideal for sending timely, automated notifications that are relevant to each customer’s activity.
Example campaigns
Send a notification when a customer’s order status updates to "Ready for Pickup."
Send a reminder 24 hours before a scheduled appointment or reservation.
Automatically send a message when a customer completes a purchase.
To create a trigger-based WhatsApp campaign, follow these steps:
Go to Campaigns > Create Campaign and select WhatsApp > Triggered campaign.
Set up the Trigger-based entry. Select the event that will initiate the campaign. For example, you might choose "Order Ready for Pickup" to trigger a notification when an order is available.
In the WhatsApp element, select a template from your WhatsApp account. To do this, select Preset and click the link next to it. Note: You can initiate conversations only by using an approved Message Template. Learn more
If a user sends a message, you can respond freely within this 24-hour period using custom content.
If your template includes placeholders to insert personalized data, configure them as follows. In the Overwrite personalization section, enable the Configure template placeholders option. This allows you to map placeholders to specific event data dynamically.
For this:
For each placeholder, select the relevant event source from which the dynamic data will be pulled.
Choose the specific attribute that should populate the placeholder.
You can assign tags to further define the type of data used for the placeholder. Note: You can select either event attributes or tags, but not both.
The placeholders will be automatically replaced with the specified data when the WhatsApp message is sent.
5. (Optional) Configure the flow to split based on whether the message has been read.
If your WhatsApp template includes interactive message types, such as quick replies or call-to-action buttons, you can configure the journey to split the flow based on user interactions with these buttons. Learn more
6. Once the WhatsApp element is configured, click Apply and continue setting up your journey. Learn more
Using WhatsApp templates with quick replies
Quick replies in WhatsApp allow you to offer users predefined response options. With Pushwoosh Customer Journey Builder, you can set each quick reply to lead to a separate user journey flow, providing personalized follow-ups. This approach improves the user experience by offering clear, simple choices that match each user’s level of interest, making interactions smooth and personalized.
To set up quick replies in your WhatsApp messaging flow:
In your Meta account, select an existing WhatsApp template or create a new one that includes Quick Reply buttons. For example, if your message is "Are you interested in learning more about our new offer?", you could configure quick reply options like:
"Yes, I'm interested"
"No, thanks"
"Tell me more"
Next, in Pushwoosh Customer Journey Builder, add a WhatsApp element to the journey canvas and select Preset. Then, choose the relevant pre-existing WhatsApp template from Meta.
For each quick reply option, configure a unique journey path. For example:
If a user selects "Yes, I’m interested", they receive a follow-up message with details about the special offer or promotion.
If a user selects "No, thanks", the journey ends for them.
If a user selects "Tell me more", they receive a message with additional product information.
If a user does not respond within a set timeframe (e.g., 24 hours), set up an additional path to send a reminder message or end the journey.
If your template includes placeholders for personalized data, ensure they are configured as described above.
Then, complete the configuration of the rest of your journey.
Send free-form messages and view your WhatsApp conversations
To send free-form messages and view your WhatsApp conversations, navigate to the WhatsApp Messages section in Pushwoosh.
Here, you can:
View all active and past conversations with customers to review message history and engagement details.
Send messages directly to customers by typing your message and clicking Send.
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