WhatsApp Automation: A Complete Guide for Businesses

WhatsApp Automation uses software to complete repetitive processes for businesses. It helps businesses in answering customers' routine queries, sending messages, and offering good customer service.

There are different methods for automating WhatsApp. The tool can automate any task from sending an automated greeting to taking a customer all through the sales process.

1. Greet a customer

Your customer contacts you through WhatsApp. An automated robot can greet them automatically.

For example:

Hi! Thanks for contacting us. How can we help you today?

The customer can then choose an option and continue the conversation.

2. Follow up with leads

Some customers may not reply to your first message. WhatsApp automation can follow up with them after a set time. For example, if a customer asks about a product but does not respond later, the bot can send a reminder.

3. Complete the sales process

You can automate the sales journey from the first message to the final purchase. A bot can show products, answer basic questions, collect customer details, and share payment or invoice information.

4. Run promotions

You can use WhatsApp automation to send offers, launch campaigns, and share product updates. You can also set an automatic thank-you message after a purchase.

5. Improve customer service

Automations can provide answers to frequently asked queries without putting customers on hold. For instance, an ecommerce company can automate the sharing of order status and delivery information via a bot. In cases where the query requires human intervention, the chat can be transferred to an agent.

The configuration will depend on the size of your business and your automation requirements. You can utilize the WhatsApp Business App for simple automation purposes and the WhatsApp Business API for complex purposes.

Automating your WhatsApp Business App

The WhatsApp Business App is mainly useful for small businesses.

It supports basic features such as:

• Greeting messages

• Away messages

• Scheduled messages

• Broadcast messages

These features can save time when you handle customer chats yourself.

WhatsApp Business App: Pros and Cons

Pros

• Easy to set up

• Simple to use

• Good for small businesses

• Supports basic automation

Cons

• Limited automation

• Fewer integrations

• Not ideal for large teams

• Harder to manage high chat volumes

Automating your WhatsApp Business API

WhatsApp Business API is developed for medium to larger organizations that have more advanced needs for communication. It doesn't function in the same manner as the ordinary WhatsApp application does. Rather, it integrates WhatsApp with business software.

Here are some of its features that you may use:

• Message templates

• Chatbots

• Automated workflows

• Analytics

• CRM integrations

Meta supports two API options:

1. WhatsApp On-Premise API

1. WhatsApp Cloud API

WhatsApp On-Premise API

For On-Premise API, the company or the solution provider is responsible for handling the infrastructure. It offers more control to the business, but it requires a technically challenging setup.

WhatsApp Cloud API

The Cloud API is hosted by Meta.

The business can connect directly to the Cloud API using Meta or a supported platform for managing WhatsApp automation. It eliminates the requirement of handling the infrastructure of the API itself.

WhatsApp Business API: Pros and Cons

Pros

• Advanced automation

• Supports chatbots

• CRM integrations

• Better for large teams

• Supports scalable communication

Cons

• More complex setup

• May need technical support

• Messaging charges may apply

• Some messages need approved templates

There are several automated WhatsApp applications available on the market. All offer different functions for marketing, sales and customer service.

Before deciding on an application that would fit your needs, do not hesitate to have a free trial period or request a demo first.

In case you require an easy method for automating your WhatsApp marketing and customer communications, PerformanceMktg is here to help.

Using PerformanceMktg, you will have the opportunity to automate your WhatsApp and consumer chat messages. To begin, link your PerformanceMktg account to your WhatsApp account.

PerformanceMktg WhatsApp setup

To begin this process, ensure you have the following in place:

1. A WhatsApp Business account

1. A business phone number that meets WhatsApp's requirements

1. A Meta Business account

1. Access to the required WhatsApp Business Platform

Once you have completed this process, you will be able to create WhatsApp automation within PerformanceMktg.

You can create a WhatsApp chatbot to handle common customer questions and actions.

With PerformanceMktg, you can build the bot around your sales and support workflows.

1. Create a bot from your leads

You can trigger a chatbot when a new lead enters your workflow.

For example:

New lead → WhatsApp message → Bot starts conversation

The bot can then ask questions, collect details, and move the lead to the next step.

2. Create a bot from chats

You could also start the automation with the help of an existing chat on WhatsApp. Configure the required flow of the chatbot and figure out how the bot will respond after the reply by the customer. It is great to use while dealing with FAQ chats, product questions, and so on.

Sending the same message again can be easy using the message templates. You can use the message templates to send a message such as welcome message, appointment reminder, order status message, shipping information, and other types of messages.

Step 1: Create a template

Access your WhatsApp template editor and choose to create a template.

Step 2: Add the details

Enter the required information, such as:

• Template name

• Message type

• Language

• Message text

You can also add a header or footer.

Step 3: Add placeholders

Use placeholders when some details change for each customer.

For example:

Hi {{name}}, your order {{order_number}} is ready.

You may need to provide sample values when submitting the template for review.

Step 4: Add quick replies

You can add buttons to make the conversation easier.

For example:

Track order

Contact support

View product

Step 5: Submit the template

Check the message and submit it for approval if required.

Once approved, you can use it in your WhatsApp automation workflows.

PerformanceMktg can help automate different parts of your WhatsApp communication.

1. Messages

You can use different message formats, such as:

• Text

• URL buttons

• Action buttons

• Videos

• Images

• Documents

• Carousels

• List messages

• WhatsApp Flows

You can combine these formats to create a smoother customer journey.

2. Automatic actions

The response of a customer initiates the next step automatically. For instance, if the customer shows interest in your product, then you can capture the information of the customer and take the lead forward in the sales process.

3. Artificial intelligence

AI can understand the meaning of the customer rather than focusing on the words used by the customer. For instance, "Where is my order?" and "When will my package arrive?" carry the same meaning. An AI-driven bot can act accordingly.

4. Invoicing

You can connect your sales workflow with invoicing.

Customer details can be used to create and send personalised invoices through the automated workflow.

5. Net Promoter Score

Customers can be asked for a rating of their experience after the conversation or sale. This will provide you with valuable information regarding customer service.

6. Personalised messages

Automation does not mean every customer has to receive the same message.

You may include names of customers, companies, order numbers or products in your messages to personalise them.

For example:

Hi Rahul, your order #4582 has been shipped.

7. Chatbot templates

You do not always have to build a chatbot from scratch.

Ready-made chatbot templates can help you create workflows for common tasks such as:

• Lead follow-ups

• Customer support

• Product enquiries

• Sales

• Order updates

You can edit the flow to suit your business.

Suppose you want to send customers an ebook about WhatsApp marketing.

Start by selecting a WhatsApp template and connecting your WhatsApp number as the communication channel.

Next, create the first message.

Would you like our free WhatsApp marketing ebook?

Add quick replies such as:

Yes, send it

Tomorrow

Then, the bot can react according to the choice of the customer.

In case the customer types "Sure" instead of tapping a button, you can add similar phrases to the bot.

After the customer selects an option, then the bot can attach the ebook to him/her.

It works like that:

Customer responds → Bot understands the answer → Bot attaches the ebook

It's the way the small WhatsApp workflow can complete some actions automatically.

Is WhatsApp automation free?

It all depends on the automation software that you use. WhatsApp Business features are offered for free, whereas advanced automation will be charged based on the platform and WhatsApp messages fees.

Which is the best WhatsApp automation software?

It depends on your business requirements. Make comparisons between the different features of chatbots, integration, automation workflow, analytics, team support, and price when selecting the best one.

How to automate WhatsApp from scratch?

You should first decide whether to go with the WhatsApp Business app or the WhatsApp Business API. Then, in case of advanced automation, link your WhatsApp Business account with a platform like PerformanceMktg. Afterwards, you can create your own templates, flows, and automations.

Is it possible to automate broadcast messaging through WhatsApp?

Yes. There are various automation techniques used to broadcast messages via WhatsApp. Ensure that your messaging adheres to the current business messaging guidelines of WhatsApp.

What is WhatsApp automation?

WhatsApp automation refers to the automated sending, management, and replying to WhatsApp messages through software and APIs without requiring any human intervention. This encompasses tasks such as greetings, follow-ups, sales, customer support, and any other repetitive task.

WhatsApp automation could make things easier and help your team be more responsive. Get started by automating activities such as greetings, follow-ups, FAQs, and status updates. As your business develops, you can include chatbots, AI, CRM integration, invoicing, and other sophisticated workflows using PerformanceMktg.