Build, publish and monitor WhatsApp workflow rules

Follow these steps

1. 01

   Open Marketing → AI Employee → Follow-up rules and choose the appropriate starter: Schedule one customer's follow-up, Prepare a broadcast, Create a no-reply reminder, or the eligible Create automatic customer follow-up.

2. 02

   Name the rule and choose its trigger. Configure each step's wait in minutes, condition and action: customer template, internal task, stage change, assignment or stop.

3. 03

   For template steps, choose the approved text template and fill parameters and any required tracked booking destination/button value. Review the actual preview.

4. 04

   Choose whether new enrollments need approval. If opting into AI timing, review the sending limits and maximum extra delay.

5. 05

   Save the draft, then choose Review & publish. Read the publication warning and Confirm publish only when the steps are ready.

6. 06

   Use Pipeline to inspect/move a conversation's stage, Broadcasts for separately scheduled lists, and History to inspect each saved run and timing decision.

7. 07

   Use Pause to stop future enrollment and pause its related runs. To edit, pause the definition first; existing runs retain their approved snapshot.

Good to know

• Automatic triggers act on new matching activity, not the old unanswered backlog.
• Each delay starts after the previous step completes. Template steps wait for provider send confirmation.
• Pausing cannot recall a message already sent, and separately scheduled broadcasts have their own controls.
• Internal tasks appear in Follow-ups · Needs attention. Completing one does not message the customer.
• Binding values are explicit; the screen supports the shown contact-name/phone bindings and does not infer other details.

If something isn’t working

• Cannot edit a published definition? Pause it first, then edit/save/review the new definition.
• No automatic customer-message option? Check AI Employee access; Pro can still create a manual scheduled send or internal reminder.
• A run waits for approval? Open History or Follow-ups, review the frozen steps and approve or cancel.
• A customer message stopped after cross-channel contact or human takeover? Read History; these checks are part of eligibility.
• An old contact was not auto-enrolled? Trigger behavior uses new activity. Use explicit reviewed enrollment when appropriate.