Flow Automations
Automations allow you to define rules that automatically execute when a WhatsApp Flow receives a submission. You can send personalized messages, assign chats to agents, or forward data to external systems via webhooks.
Accessing Automations
From the WhatsApp Flows list, click the three-dot menu on a flow and select Automations.
Automations Overview
The Automations page shows all configured automation rules for a specific flow. Each automation is displayed as a card with its trigger, action, and configuration details.
- Click + Add to create a new automation
- Click Save Automations to save all changes
- Use the toggle switch on each automation to enable or disable it
- Click the trash icon to delete an automation
Triggers
Each automation starts with a trigger — the event that causes the automation to run.
| Trigger | Description |
|---|---|
| On Submission | Fires every time a form submission is received |
| On Field Value | Fires only when a specific field matches a given condition |
On Submission
The simplest trigger — the automation runs every time someone submits the flow form.
On Field Value
A conditional trigger that only fires when a specific field meets a condition.
Configure the WHEN condition:
- Select field — Choose which flow field to evaluate
- Operator — Select the comparison (e.g., Equals, Contains)
- Value — Specify the value to match against
This is useful for routing submissions based on responses. For example, trigger different actions when a customer selects "Sales & Marketing" vs "Customer Support" in an interest field.
Actions
Each automation performs an action when its trigger fires.
Send WhatsApp Message
Send a personalized WhatsApp message to the customer who submitted the form.
| Setting | Description |
|---|---|
| Message | The message text to send. Type @ to insert merge fields from the form and contact data |
| Order | Execution order when multiple automations are configured |
Available Merge Fields:
Use @ in the message field to insert dynamic values:
@{contact_first_name}— Contact's first name@{contact_last_name}— Contact's last name@{contact_email}— Contact's email address@{contact_phone}— Contact's phone number- Any flow field values from the submission
Example:
Thank you for your message @{contact_first_name}! We've received your inquiry and will get back to you shortly.Assign to Agent
Automatically assign the chat to a specific support agent when a submission is received.
| Setting | Description |
|---|---|
| Assign To | Select the agent to assign the chat to |
| Order | Execution order when multiple automations are set |
Webhook
Send the submission data to an external URL via HTTP request. This is useful for integrating with CRMs, email marketing tools, project management systems, or any external service.
| Setting | Description |
|---|---|
| URL | The endpoint URL to send the data to |
| Method | HTTP method — POST, GET, PUT, etc. |
| Headers (JSON) | Optional HTTP headers in JSON format (e.g., authentication) |
| Order | Execution order when multiple automations are configured |
Example Headers:
{"Authorization": "Bearer your-api-token"}INFO
The webhook payload includes all submission data, contact information, and flow metadata.
Multiple Automations
You can add multiple automations to a single flow. Each automation has an Order field that determines the sequence of execution.
- Automations execute in ascending order (1 runs first, then 2, then 3)
- Each automation can have its own trigger and action
- All automations can be independently enabled or disabled
Example Setup:
- Order 1 — On Submission: Send a thank-you WhatsApp message
- Order 2 — On Submission: Assign the chat to a support agent
- Order 3 — On Field Value (Interest = "Sales"): Send data to CRM webhook
TIP
Combine On Submission automations for actions that should always run (like sending a confirmation message) with On Field Value automations for conditional routing (like assigning to different agents based on the selected category).
Related: Managing Flows | Submissions | Field Mappings