WhatsApp - Ways to Send Messages and Templates

There are different ways to send messages via WhatsApp within the platform. Below, we explain the three main methods so you can scale your communication with intelligence and control.

1. SAC and CRM Automations

This approach focuses on the operational efficiency of your support and sales teams.

• In CRM: You can set up sends based on funnel movement. When moving an opportunity card, for example, the system can automatically send a WhatsApp message or template.

• In SAC: Unlike mass sends, here the automation is geared toward reminders and re-engagements. Important: SAC automation will only run for cases that are in SAC. This ensures that the customer receives the message only while there is an active interaction with your team.

2. Automation Flow

This is the most robust way to send messages, as you have the ability to build your automation flow with several blocks; inside the builder, you will find various blocks such as:

• Action

• Condition

• Trigger

• Switcher

• Time limiter

integrating into the customer journey in a more automated way. In the flow, you will use Action blocks "Send WhatsApp to the contact" or “Send message template to the contact”.

"Send WhatsApp to the contact"

“Send message template to the contact”

Security Notice: If your goal is to send messages using a WhatsApp Web number, it is essential to configure the flow strategically to protect the health of your SIM card. To help you with that, we have a detailed article in our knowledge base:

• Automation with Security: Strategy to Avoid Blocking on WhatsApp Web with High Lead Volume

This tutorial teaches how to structure your automation flow to reduce the chances of the number being banned or suspended, even when dealing with large volumes of leads.

3. Message Queue

The third way is through the Message Queue, ideal for controlled mass sending or seasonal campaigns. Sending can be done immediately or scheduled for a specific date.

In the queue, you define the lead segment and the output channel. When setting up the queue, you will have the options:

• WhatsApp

• WhatsApp Template

After configuration, just drag the card to the "In Queue" column. The system manages the sending cadence to maintain the stability of your connection.

Conclusion

Mastering these three sending methods allows your strategy to be agile in SAC, organized in CRM, and powerful in automations. The correct use of templates and adherence to security best practices ensure that your operation grows in a sustainable and professional way.