The ultimate guide to WhatsApp automation

April 11, 2024

8 min.

The overwhelming influx of WhatsApp messages can make it hard to manage and prioritize a prompt response.

This is a common struggle among businesses, and if you find yourself in this same situation, you have come to the right place!

WhatsApp automation is what you need to transform your marketing strategy, save time, reduce stress, and maximize your business potential.

In this article, you will learn how to say ‘goodbye’ to message overload and ‘hello’ to efficiency.

What is WhatsApp Automation?

WhatsApp automation is the process of handing over manual and repetitive tasks to tools that improve efficiency by use of an automated system. This allows you to save time and resources while improving your response times and making each client satisfied.

📍WhatsApp automation refers to the use of certain software, tools, or bots to perform automatic actions on WhatsApp.

Ways to automate WhatsApp for business

From the basic greeting of a client whenever they send a message to completing a full A-Z sales process, there are various ways you can automate your WhatsApp account. If you are wondering how to automate your WhatsApp, here are some useful cases you can learn from:

1. Greeting a client

Let's say you own a vet clinic, and a client wants to chat with you on WhatsApp. Automating your WhatsApp helps each client get a response promptly, giving you time to address other needs.

2. Following up

Let’s say you’re an artist who sells paintings in a small art gallery. A potential customer wants to buy one of your paintings and reaches out to you via WhatsApp.

Here, your automating tool acts as a personal assistant, following up with your potential customers if they have not responded to your previous message.

3. Completing the A to Z sales process

Depending on your products and services, you can automate the whole sales process, from the first contact to the closing sale. With the right automation tool, you can showcase your products and even handle the purchase by issuing an invoice.

4. Running promotions

Instead of manually sending repetitive messages, you can send fun promotions, run marketing campaigns, or set up a thank message to your clients automatically in WhatsApp.

5. Improving customer service

Let’s say a client asks about their order status on an e-commerce platform; you can immediately provide delivery information and approximate arrival times. Here’s an example:

How to automate your WhatsApp

Depending on your business’s scale, you can set up WhatsApp Automation using your WhatsApp Business app or your WhatsApp Business API.

📌Read more: Difference between WhatsApp Business App and WhatsApp Business API

Automating your WhatsApp Business App

The WhatsApp Business App is particularly useful for small businesses that interact with their customers. It offers a range of features tailored specifically to the needs of small businesses.

With the WhatsApp Business App, you can automate the following:

  • Greeting messages
  • Away messages
  • Custom schedule messages
  • Broadcast messages

However, the WhatsApp Business app may become inadequate as your business expands. Here is a clearer breakdown of the advantages and disadvantages of automating using the WhatsApp Business app.

Automating your WhatsApp Business API

Using WhatsApp Business API is catered more for medium to large-scale businesses, coming with advanced features such as message templates, chatbots, and analytics.

💡WhatsApp Business API: an upgraded version of the WhatsApp Business app that doesn’t have a front-end interface. It’s designed for medium and large businesses with advanced communication needs.

Meta provides two types of WhatsApp Business API integration:

  1. WhatsApp On-Premise API
  2. WhatsApp Cloud API

Businesses rely on Business Solution Providers (BSPs) like Kommo to obtain WhatsApp for Business API approval to access the On-Premise API. With the WhatsApp Cloud API, you can bypass the need for such BSPs and obtain instant API approval and access directly from Meta at no cost (except for messaging fees).

Because the WhatsApp Business API doesn’t have a front-end interface, you will need a team of developers or a BSP, such as a CRM, for integration and operation.

📌Read more: The Ultimate Guide to using WhatsApp Business API integration.

Here is a clearer breakdown of the advantages and disadvantages of automating using the WhatsApp Business API.

Top WhatsApp automation tools

Together with integration, you will also need a third-party tool to automate your WhatsApp Business API, so the first step is to choose the tool that best meets your business's needs.

The tech industry is saturated with various solutions, so we have helped compile a list of top WhatsApp marketing automation tools you can use to meet your brand’s needs. You can sign up for free trials or schedule product demos to test different solutions and learn what they offer.

If you're seeking a reliable and powerful WhatsApp automation tool, Kommo may be the one for you.

Kommo is the world's first WhatsApp automation tool and an officially badged Meta Business Partner, which means that Kommo's expertise has been verified and recognized by Meta. 🤝

Automating your WhatsApp Business API in Kommo

Kommo WhatsApp Automation, provides you with all you need to send automated messages to your followers. The first step is to install the WhatsApp API integration of your choice in the Kommo marketplace.

During the integration process, you will need the following:

  1. A Kommo Advanced or Enterprise Plan
  2. A phone number that is not connected to a WhatsApp account
  3. A personal Facebook profile
  4. A Business Facebook page connected to your personal Facebook profile

💡 Find out how to integrate your WhatsApp Business API using Kommo CRM.

Once you’ve set up your WhatsApp Business API in Kommo, you can begin your automation process!

Creating a bot to automate your WhatsApp in Kommo

In Kommo, you can automate your WhatsApp using Kommo’s chatbot, also known as Salesbot. You can do this through the Leads or Chats section.

1. Automating from the Leads section

Go to Leads > Automate > + Add trigger. Choose Salesbot and click + Create a new bot.

2. Automating from the Chat section

Click Chats > Settings (gear icon) > Templates & bots. Under the Salesbot section, click Create.

And there you have it!

Creating templates to automate your WhatsApp in Kommo

It gets tiring and repetitive sending the same message over and over again. This is why message templates are created to help you spend less time responding to messages.

If you are using a WhatsApp Business API to initiate a conversation, Meta requires that you use an approved message template. They can be anything from welcome messages to appointment reminders, shipping updates, or anything that fits your business’s needs.

To create your first template in your WhatsApp manager:

  1. Click Create a template.
  1. In the pop-up window, fill out the required fields, including your Template name, Message type, Language, and the Text of the message itself. You can also add a header and a footer to your message.
  1. If you want to use a placeholder, Meta will ask you to provide an example for review.
  1. You can also add interactive Quick reply buttons if you want to automate the communication process further.
  1. When you’re done, click Submit for review to send the template for approval.

📌Read more on creating WhatsApp Templates in Kommo

WhatsApp automation features in Kommo

Kommo offers a variety of automated features for your WhatsApp marketing strategy

1. Messages

Kommo offers different types of automated messages that you can send with the Kommo salesbot.

  1. Text
  2. URL button
  3. Action button
  4. Videos
  5. Pictures
  6. Documents

These message types can be combined, allowing you to communicate using different media and text. Kommo’s salesbot can understand clients' intentions and respond with pre-made templates and workflows.

2. Automatic actions

Kommo’s salesbot can easily take actions based on the customer's answers during the chat. It could also assist in managing leads in your CRM by automatically filling in lead cards and moving them through the different stages of your pipeline.

To add another layer of automation to your WhatsApp strategy, you can also automatically move lead cards across stages of the sales pipeline, creating a smooth flow of events as the lead moves to purchase your services or product.

Kommo Salesbot can perform different actions, such as:

  • Send information & act depending on the response
  • Fill in lead cards & save information
  • Change the lead status or responsible user
  • Manage tags
  • Send internal messages
  • Set card fields
  • Adjust sales values
  • Subscribe to chat

3. Artificial intelligence

Kommo has an artificial intelligence feature that enables the salesbot to recognize the intention behind customer questions and give the appropriate answer.

4. Invoicing

You can also automate your payment process. By automatically transferring information from Kommo lead cards to your templates, Kommo’s salesbot can create and send invoices, creating a personalized document for every client.

5. Net promoter score

Once a conversation ends, you can automate the salesbot and ask the customer to rate the quality of the service they received. That way, your team will be informed so you can improve in the future.

6. Personalized messages

You can easily collect information from the lead card, like a customer's first and last name or the name of a company, to send personalized messages. This can improve the user experience.

7. Chatbot templates

Kommo provides templates as a way of getting you started using your WhatsApp automation. They serve as a starting point for various use cases. Here's an example of a template to help you automate follow-ups on WhatsApp.

Practical Example of Automating Your WhatsApp

Let’s say you want to send your clients an ebook with messaging tips.

The first step is to select the WhatsApp template and WhatsApp Business API as a channel.

After this, you can start building your salesbot personality. Remember, you can make it more fun by using emojis and buttons. Here’s how the buttons will prompt the bot to send a message depending on your customer’s answer.

📌Please note: You won’t be able to edit your WhatsApp template once it’s been approved. You must create a new one if you’d like to change it.

If you want to use quick replies in another message and the customer provides a written response instead of clicking the button, Kommo allows you to add synonyms to your bot.

When the customer clicks the quick reply button, the WhatsApp chatbot can even provide an answer and a file.

If the customer clicks Tomorrow, then the bot will send the eBook as requested.

Voila! Now, you get to experience the unique power of Kommo's automation.


Begin your WhatsApp chatbot experience with Kommo

Kommo is a powerful messaging automation tool that benefits businesses and their customers.

Now, you know how to automate your WhatsApp account easily. With Kommo, you can have more control and let your creativity run wild.

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