Send WhatsApp Message Action

This Action allows you to easily send a WhatsApp message using a Meta approved WhatsApp template.

Adding the Send WhatsApp Action

Drag the Send WhatsApp Action from the side menu:

Send WhatsApp Action

Configuration Setup

Now you can set up the Action using the detail panel as shown in the following figure.

Required Configuration:

Phone Number ID: Put the corresponding value provided by Meta. It’s the ID associated with your Meta-registered WhatsApp number.
Choose a Template: Select from the “Choose a template” menu. In the list, only approved Meta templates appear.
Fill Template Values: Once you choose a template, simply fill in the template values. You can use both static values or flow’s attributes.

WhatsApp Configuration

Template Preview

You can also see a template preview using the preview button on the template:

Template Preview

How It Works

Once the automation is invoked, the destination number (Phone number) will receive the filled message using the selected WhatsApp template.

Prerequisites

Meta WhatsApp Business Account

Active WhatsApp Business account registered with Meta
Phone number ID from Meta
Access to WhatsApp Business API

Approved Templates

Templates must be pre-approved by Meta
Templates should follow Meta’s guidelines and policies
Different template categories: utility, marketing, authentication

Benefits of WhatsApp Integration

Direct Customer Reach

Send messages directly to customers’ WhatsApp accounts where they’re most likely to see them.

High Open Rates

WhatsApp messages typically have much higher open and response rates compared to email.

Rich Media Support

Send text, images, documents, and interactive elements through approved templates.

Global Reach

Connect with customers worldwide through WhatsApp’s extensive user base.

Automated Workflows

Integrate WhatsApp messaging into your automated customer journey flows.

Common Use Cases

Order Confirmations

Send order confirmation details immediately after purchase.

Appointment Reminders

Remind customers about upcoming appointments or bookings.

Shipping Updates

Notify customers about shipping status and delivery information.

Payment Confirmations

Send payment receipts and transaction confirmations.

Support Follow-ups

Follow up on support tickets or customer service interactions.

Marketing Campaigns

Send promotional messages using approved marketing templates.

Template Types and Examples

Utility Templates

Order confirmations
Appointment reminders
Payment notifications
Account updates

Marketing Templates

Promotional offers
Product announcements
Event invitations
Newsletter updates

Authentication Templates

OTP codes
Login notifications
Account verification
Password resets

Best Practices

1. Template Compliance

Ensure all templates comply with Meta’s WhatsApp Business Policy.

2. Personalization

Use dynamic variables to personalize messages with customer data.

3. Timing Optimization

Send messages at appropriate times for your target audience’s time zones.

4. Clear Call-to-Actions

Include clear next steps or actions for recipients.

5. Opt-out Options

Respect user preferences and provide easy opt-out mechanisms.

Dynamic Content Integration

Using Flow Attributes

Customer Name: {{customerName}}
Order Number: {{orderNumber}}
Delivery Date: {{deliveryDate}}

Static Content

Company Name: Pingstreams
Support Email: support@pingstreams.io

Integration with Other Actions

Capture User Reply

Collect user information before sending WhatsApp messages:

Capture User Reply → Process Data → Send WhatsApp Message

Condition Actions

Send different messages based on conditions:

If order_status = "shipped" → Send shipping notification
If payment_status = "completed" → Send payment confirmation

Webhooks

Trigger WhatsApp messages from external systems:

External Event → Webhook → Send WhatsApp Message

Error Handling

Common Issues

Invalid phone number format
Template not approved
Insufficient WhatsApp API credits
Network connectivity issues

Troubleshooting Steps

Verify phone number ID is correct
Confirm template approval status
Check API credit balance
Test with known working templates

Compliance and Regulations

Data Privacy

Follow GDPR, CCPA, and other privacy regulations
Obtain proper consent before sending messages
Provide clear opt-out mechanisms

WhatsApp Policies

Adhere to WhatsApp Business Policy
Use approved templates only
Respect messaging frequency limits

Industry-Specific Requirements

Healthcare: Follow HIPAA guidelines
Finance: Comply with financial regulations
Marketing: Respect anti-spam laws

Analytics and Monitoring

Key Metrics to Track

Message delivery rates
Open and read rates
Response rates
Opt-out rates
Template performance

Optimization Strategies

A/B test different templates
Monitor best sending times
Track customer engagement
Optimize message frequency

Advanced Features

Multi-Language Support

Set up templates in different languages for international customers.

Rich Media Templates

Use templates that support images, documents, and interactive buttons.

Flow Integration

Combine with other Pingstreams actions for complex automated workflows.

Conditional Sending

Use conditions to send different messages based on customer segments or behaviors.

Getting Started Checklist

✅ Set up WhatsApp Business account with Meta
✅ Get phone number ID from Meta
✅ Create and get approval for message templates
✅ Configure phone number ID in Pingstreams
✅ Test with approved templates
✅ Set up error handling and monitoring
✅ Launch automated WhatsApp messaging workflows

Happy messaging automation with Pingstreams!

If you have questions about the Send WhatsApp Action or other Pingstreams features, feel free to contact our support team or provide feedback through our platform.