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Guidance on WhatsApp Workflows

  • December 15, 2024
  • 3 replies
  • 47 views

Hey there, I'm running into a couple of issues while setting up an outbound WhatsApp welcome campaign for newly approved partners. The idea is to send them a greeting message and prompt them to reply with the name of their e-commerce platform. We currently have 18 partner platforms integrated, and depending on which one they name, we want to tag them accordingly and then guide them through the integration process right within the conversation.

The problem is that when I try to use a single workflow with "Branches" to handle all 18 platform possibilities, it seems I'm hitting a limit on the number of objects/conditions. I'm wondering if I need to break it out into multiple workflows with the same logic, or if there's another recommended approach to handle a large number of possible responses.

Additionally, I’d like to know if it’s possible to set up a rule that ensures the consumer only triggers the keyword-based message once. For example, if the user sends the keyword again, I don’t want them to keep receiving the initial automated message repeatedly. Basically, I’m looking for a way to limit that message to be sent only once, even if the user uses the keyword multiple times.

Any guidance on how to best structure this workflow and manage the repeat message issue would be really appreciated!

Best answer by mateusz.leszkiewicz

Hi ​@Equipe Appmax , It’s Mat from the Support Engineering Team 😀

To answer your first question, yes it is recommended to break workflow into smaller pieces so it is easier to maintain and troubleshoot. Try divide it into 2 workflow (9 branches each).

As for the keyword issue - the easiest way to ensure your customer receive the initial keyword based messsage once is to Tag a conversation after the initial message is sent and then use this tag as a predicate in branches.

The setup might look like this:
 


Please let me know if you have any questions about this 😸

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3 replies

mateusz.leszkiewicz
Intercom Team
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Hi ​@Equipe Appmax , It’s Mat from the Support Engineering Team 😀

To answer your first question, yes it is recommended to break workflow into smaller pieces so it is easier to maintain and troubleshoot. Try divide it into 2 workflow (9 branches each).

As for the keyword issue - the easiest way to ensure your customer receive the initial keyword based messsage once is to Tag a conversation after the initial message is sent and then use this tag as a predicate in branches.

The setup might look like this:
 


Please let me know if you have any questions about this 😸


  • Author
  • New Participant
  • 2 replies
  • December 21, 2024

Hey Mateusz!

Thank you. I have tried again and it worked, as you can see:

Even working this way, you still recommend to create a couple workflows to ensure the best performance? Creating different workflows won’t delay the automated message?


mateusz.leszkiewicz
Intercom Team
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@Equipe Appmax if it is working you can leave it as it is but if you encounter similar issues in the feature I would recommend dividing it into smaller pieces. 
There should be no delay as well.


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