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WhatsApp & Outreach

Outreach is the messages you send out — order updates, promotions, reminders — and what happens when a customer replies. The Copilot drafts the WhatsApp templates and wires up the reply behavior, so a template can do more than notify: it can kick off a flow or run an action when the customer taps a button.

WhatsApp templates​

Create or update a broadcast template draft — name, category, body, variables, header, footer, and buttons.

"Create a WhatsApp template for order delivered." "Make this template pass as utility instead of marketing." "Add a Track order button and a {{1}} variable for the customer's name." "Draft a reminder template for an abandoned cart with a quick-reply Yes/No."

A couple of things that affect approval and cost:

  • Category matters. WhatsApp classifies templates as utility (transactional — order updates, alerts) or marketing (promotional). The category affects both whether the template is approved and how it's priced, so ask for the one that matches the message's actual purpose. If a draft reads as promotional, WhatsApp will treat it as marketing regardless of the label.
  • Variables are placeholders ({{1}}, {{2}}) filled in per recipient at send time. Name what each one is for so the template body reads correctly.
  • Templates you draft here are the same ones sent from Broadcasts and picked in Settings → Message Templates.

Template reply hooks​

Configure what happens when a customer replies to a template — either by tapping a button or sending a text reply. This is what turns a one-way notification into an interaction: a reply can run an action, start a flow, or stop the AI from taking over.

"When the user clicks Yes on order_confirmation, run the create-shipment action." "Stop the AI flow when the customer clicks Cancel on the cancel-order template." "When someone replies to the feedback template, start the CSAT flow."

When you set up a hook, name three things:

  • The template it attaches to.
  • The trigger — which button, or a text reply.
  • The response — run an execute action, start a specific flow, or stop automation so a human takes it.