Workflow Trigger: Click to WhatsApp Ads

How to configure Click to WhatsApp Ads under Workflow This workflow trigger activates when a customer using an Android or iOS device messages you via:

• A Click-to-WhatsApp Ad

• A Facebook Page Call-to-Action (CTA) button

This interaction opens a free entry-point conversation as long as you respond within 24 hours.

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Step 1: Go to Automation > Add new Trigger > Click to WhatsApp Ads

Step 2: Add filters > Ad / Post Id > Ad / Post URL

Step 3: Save the trigger

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What are Free Entry Point Messaging A free entry point conversation is opened if (1) a customer using a device running Android or iOS messages you via a Click to WhatsApp Ad or Facebook Page Call-to-Action button and (2) you respond within 24 hours. If you do not respond within 24 hours, a free entry point conversation is not opened and you must use a template to message the customer, which opens a marketing, utility, or authentication conversation, per the category of the template.

The free entry point conversation is opened as soon as your message is delivered and lasts 72 hours. When a free entry point conversation is opened, it automatically closes all other open conversations between you and the customer, and no new conversations will be opened until the free entry point conversation expires.

Once the free entry point conversation is opened, you can send any type of message to the customer without incurring additional charges. However, you can only send non-templates messages if there is an open customer service window between you and the customer.

For example, if the customer messages you via a Click to WhatsApp Ad at 10am and you respond via a template message at 10pm the same day:

• The free entry point conversation starts at 10pm and lasts 72 hours.

• You can send template messages at no charge in those 72 hours.

• You can send non-template messages until 10am the next day, at which point the customer service window closes, as it is independent of the free entry point conversation (if the customer messages you again, however, it opens another 24-hour customer service window in which you can send any type of message).