Media & Vision
- Image analysis (Vision) — When customers send images, your AI assistant can analyze them using vision-capable LLMs (OpenAI, Claude, Gemini). The AI describes and responds to image content within the conversation.
- Voice message transcription — Incoming voice notes are automatically transcribed based on your assistant’s language settings. The transcribed text is processed by the AI just like a regular message.
- Media attachments — All inbound media (images, audio, video, documents) are stored as attachments on the conversation and accessible from your dashboard.
Available Actions
Send WhatsApp Template Message
Send a pre-approved template message to a customer. Use cases:- Send order confirmations after a purchase
- Trigger appointment reminders on schedule
- Deliver follow-up messages after calls
- Re-engage customers who haven’t responded
Send WhatsApp Message (Free Text)
Send a free-text message to a customer within the 24-hour messaging window. Use cases:- Immediate follow-up to ongoing conversations
- Delivery of time-sensitive information
- Automated responses to customer inquiries
Generate AI Response
Generate an AI response using your assistant, identified by an external customer identifier. Use cases:- Build custom chat interfaces
- Integrate WhatsApp with external CRM systems
- Create cross-channel AI responses
- Process messages from external platforms
How it works:
- The action finds or creates a conversation for the customer identifier
- The message is sent to your AI assistant
- The AI-generated response is returned
- You can then send this response via WhatsApp or other channels
Triggers
WhatsApp Message Received
Trigger a flow when a customer sends a WhatsApp message. Available data:- Customer phone number
- Message text
- Sender ID
- Timestamp
- Conversation ID
- Log messages in a CRM or database
- Notify your team
- Trigger follow-up sequences
- Collect and process customer data
WhatsApp Conversation Started
Trigger a flow when a new WhatsApp conversation begins. Available data:- Customer phone number
- First message text
- Sender information
- Conversation ID
Example Workflows
WhatsApp Follow-up After Call
Send a WhatsApp template message after a call is completed: Setup:- Add Call Ended trigger
- Add Delay action (optional)
- Add Branch based on call outcome
- Add Send WhatsApp Template action for each branch
- Configure template and variables
Lead Qualification via WhatsApp
Qualify leads through WhatsApp conversations:Appointment Reminder Flow
Send automated appointment reminders:Variable Mapping
When sending template messages, map your flow data to the template variables: Template:Error Handling
Common Errors
Retry Strategy
Implement a retry strategy for failed messages:- Wait 1 minute
- Retry the action
- If it still fails: log the error and notify your team
Best Practices
1. Always use templates for outbound messaging
When initiating contact with customers, always use approved templates. Free-text messages only work within the 24-hour window.2. Include opt-out options
Add unsubscribe options in marketing messages to comply with regulations and maintain your quality rating.3. Respect rate limits
Do not send too many messages too quickly. Implement appropriate delays for batch sends.4. Handle errors gracefully
Always add error handling in your flows. Log failures and alert your team about issues.5. Test with individual recipients first
Before launching mass campaigns, test your flow with a single recipient to ensure it works correctly.6. Monitor your quality rating
Keep an eye on your sender’s quality rating. Pause campaigns if you notice a drop in quality.Next Steps
- Learn more about message templates and how to create them
- Set up WhatsApp senders for your phone numbers
- Explore the automation platform for more workflow options