Welcome to WAPI!
Overview
Predefined Actions are the baseline automation layer for your WhatsApp Business ecosystem. They govern how the system responds to common communication scenarios—such as welcome messages, after-hours inquiries, and unassigned chats—without requiring manual agent intervention.
Dashboard Infrastructure
The Predefined Actions interface is designed for rapid toggle-based management of core system behaviors.
Key Controls
- Global Toggle: Instantly enable or disable specific automated behaviors.
- Set Working Hours: Define the temporal blueprint for "Out of Hours" responses.
- Action Library: A centralized view of all system-level automated responses.
Pro Tip: Only keep actions enabled that have been fully customized to reflect your brand voice. A default "placeholder" response can feel impersonal.
Action Protocols
Wapi provides six mission-critical automated behaviors to streamline your communication pipeline.
Out of Working Hours
Triggers when customers message during your defined offline periods.
"Our team is currently offline. We'll respond at 9 AM tomorrow!"
Welcome Message
The initial touchpoint for new contacts entering your pipeline.
"Welcome to Wapi! How can our agents assist you today?"
Delayed Reply
Sent if an agent fails to respond within the configured response window.
"Apologies for the wait. An agent will be with you in 2 minutes."
Fallback Message
A safety net for when no keywords or flows match the user's query.
"I didn't quite get that. Try choosing an option below."
Re-engagement Message
Revives silent chats after a period of user inactivity.
"Still there? Let us know if you have more questions!"
Round Robin
Automatically distributes incoming chats equally among active agents.
Provisioning Protocol
Standardized workflow for enabling and tailoring your automated system responses.
Step 1: Temporal Configuration
- Click on the Set Working Hours button in the top right.
- Define your business days and specific time slots (e.g., Mon-Fri, 09:00 - 18:00).
- Save to anchor the "Out of Hours" logic.
Step 2: Action Activation
- Navigate to the Predefined Actions dashboard.
- Enable the toggle for the desired behavior (e.g., Welcome Message).
Step 3: Content Tailoring
- Click on the action card to open the editor.
- Customize the message content to align with your brand's tone.
- For "Delayed Reply", configure the wait threshold (e.g., 5 minutes).
Strategic Governance
Operational Synergy
- Flow Precedence: Automation Flows take precedence over Fallback Messages; fallback only triggers if no flow matches.
- Fair Distribution: Enable Round Robin to prevent agent burnout and ensure 100% lead coverage.
- Engagement Loops: Use Re-engagement messages to drive users back to converted flows or live agent chats.
Troubleshooting: If an action isn't triggering, first verify that the Global Toggle is enabled and that your Working Hours do not conflict with the test time.