WhatsApp automations
WhatsApp automations are rules that perform actions without human intervention when conditions occur: a keyword received, a new contact, a time of day, an external event. Typical actions include automatic replies, template sends, tag assignment, sequence starts and handover to an agent. On the Business API they are implemented through platforms or dedicated integrations.
The basic model is trigger, condition, action: on an incoming message containing a keyword, for a contact without a certain tag, a reply is sent and a label applied. Recurring automations: welcome on first contact, after-hours reply, subscribe and unsubscribe by keyword, appointment reminders, post-purchase follow-ups, notifications from external systems via API or webhook, such as orders and shipments.
Meta's rules define what's possible: automated free-form messages only count within the 24-hour window, outside it approved templates are required, and promotional automations need opt-in. Good design always includes an exit route to a human agent and frequency caps to avoid saturating the contact. Generative AI has extended the perimeter: automation is no longer just fixed rules, but includes intelligent answers based on a knowledge base.
SendApp combines keywords, scheduled reminders and the AI agent: repetitive requests resolve themselves and the agent steps in only where needed, on Agent, Cloud and Official.
Frequently asked questions
From theory to practice
Everything you read in this glossary can be done with SendApp: try it free, no credit card required.