Workflow Automation

Automate WhatsApp messaging with GoHighLevel workflows using WhatSnap's integration capabilities, including SMS actions, webhooks, and advanced automation.

WhatSnap's workflow automation capabilities allow you to create sophisticated WhatsApp messaging sequences, automated responses, and complex business logic using GoHighLevel's powerful workflow system. The level of automation available depends on your WhatSnap configuration.

Maximum Automation: Using SMS channel override provides the most comprehensive workflow automation capabilities with WhatSnap.

Understanding GoHighLevel SMS Actions

Before diving into WhatSnap integration, it's essential to understand the full scope of SMS capabilities in GoHighLevel workflows. These powerful features become even more impactful when channeled through WhatsApp via WhatSnap's SMS override.

Complete GHL SMS Action Capabilities

**Automated Message Dispatch**

The Send SMS action is GHL's primary automated messaging tool, offering comprehensive customization:

Core Features:

  • Dynamic Personalization: Use merge fields like {{contact.first_name}}, {{contact.company}}, {{contact.custom_field}}

  • Rich Content Support: Include attachments via URLs (images, documents, videos)

  • Template Integration: Save and reuse message templates for consistency

  • Conditional Content: Show/hide message parts based on contact data

  • AI-Powered Generation: Use GHL's AI assistant to generate contextual messages

  • Timing Control: Schedule messages or set delays between actions

  • Testing Capabilities: Preview and test messages before deployment

Advanced Personalization Options:

Hi {{contact.first_name}},

{% if contact.company %}
Thanks for {{contact.company}}'s interest in our services!
{% else %}
Thanks for your personal interest in our services!
{% endif %}

Your appointment is scheduled for {{appointment.date}} at {{appointment.time}}.

{% if contact.timezone != "EST" %}
(That's {{appointment.local_time}} in your local timezone)
{% endif %}

Best regards,
{{user.first_name}}
{{user.company}}

SMS Channel Override: Complete WhatsApp Integration

When WhatSnap overrides your SMS channel, every GHL SMS capability becomes a WhatsApp superpower:

Enhanced WhatsApp Capabilities Through SMS Override

All SMS Actions → WhatsApp Messages

  • Send SMS → Send WhatsApp messages with rich media

  • Manual SMS → Create WhatsApp message tasks for team members

  • Internal Notifications → Team alerts via WhatsApp

  • Conditional Logic → Smart branching based on WhatsApp responses

  • Wait for Reply → Pause workflows until WhatsApp response

  • Bulk Actions → Mass WhatsApp messaging campaigns

  • Scheduled Messages → Time-delayed WhatsApp delivery

Rich Media Enhancement:

Original SMS: "Check out our new product: https://link.com/product"

WhatsApp Enhancement via Override:
- Image thumbnail auto-generated
- Link preview with description
- Interactive buttons (if supported)
- Delivery confirmations
- Read receipts
- Typing indicators

Custom WhatSnap Channel

When using a custom WhatSnap channel, automation requires webhook integration:

Required Configuration

  1. Access Webhook URLs: Get WhatSnap webhook URLs from settings

  2. Workflow Integration: Use webhook actions in GHL workflows

  3. Message Formatting: Format messages for webhook delivery

  4. Response Handling: Set up webhook triggers for responses

Advanced SMS Action Features in WhatsApp Workflows

AI-Powered Message Generation

GHL's AI assistant can generate contextual WhatsApp messages through SMS override:

Intelligent Content Creation

The AI assistant analyzes contact data and context to generate personalized messages:

AI Generation Process:

  1. Context Analysis: Reviews contact history, tags, and custom fields

  2. Tone Matching: Adapts to your brand voice and communication style

  3. Personalization: Includes relevant contact-specific information

  4. Goal Alignment: Focuses on your specified call-to-action

  5. Compliance Check: Ensures messages follow messaging best practices

AI Prompt Examples:

"Generate a follow-up message for a dental appointment reminder"
→ AI creates: "Hi {{contact.first_name}}! Just a friendly reminder about your dental cleaning appointment tomorrow at {{appointment.time}}. Please reply CONFIRM or call us at {{business.phone}} if you need to reschedule. See you soon! 😊"

"Create a nurturing message for a real estate lead"
→ AI creates: "Hi {{contact.first_name}}, I hope you're doing well! I wanted to check in about your home search in {{contact.city}}. I've found some new listings that match your criteria for {{custom_field.price_range}}. Would you like me to send them over?"

AI Customization Options:

  • Industry Templates: Pre-trained for specific business types

  • Tone Settings: Professional, casual, friendly, urgent

  • Length Control: Brief, standard, or detailed messages

  • CTA Integration: Automatic call-to-action suggestions

  • Compliance Mode: TCPA/CAN-SPAM compliant messaging

Response Handling & Conversation Management

Sophisticated Response Management

The "Wait for Reply" action offers powerful conversation control:

Advanced Wait Configurations:

  • Timeout Handling: Define actions when no reply received

  • Keyword Detection: Branch based on specific words in replies

  • Sentiment Analysis: Route based on positive/negative responses

  • Multi-Choice Recognition: Handle option-based responses

  • Intent Classification: Understand what the contact really wants

Complex Response Logic Example:

Action: Send WhatsApp message
"Are you interested in scheduling a consultation? Reply YES for this week, LATER for next week, or NO if not interested."

Wait for Reply Configuration:
├─ Reply contains "YES" → Schedule immediately
├─ Reply contains "LATER" → Add to next week's campaign  
├─ Reply contains "NO" → Add to nurture sequence
├─ Reply contains "PRICE" → Send pricing information
├─ No reply after 48 hours → Send gentle follow-up
└─ Unrecognized reply → Route to human agent

Response Classification Options:

  • Explicit Keywords: Exact word matching

  • Fuzzy Matching: Similar words and phrases

  • Intent Recognition: Understanding beyond keywords

  • Emoji Recognition: React to emoji responses

  • Media Response: Handle image/video replies

SMS Channel Override Workflows

Real-World Implementation Examples

### AI-Enhanced Welcome Sequence

Trigger: Contact added to specific tag (e.g., whatsnap-account-sales)

Enhanced SMS Actions via WhatsApp Override:

Action 1: Send SMS (AI-Generated)

  • AI Prompt: "Create a warm welcome message for a new sales lead"

  • Generated Message: "Hi {{contact.first_name}}! 👋 Welcome to {{business.name}}! I'm {{user.first_name}}, and I'm excited to help you with {{custom_field.interest_area}}. What's the best way I can assist you today?"

  • Attachments: Company welcome video (auto-optimized for WhatsApp)

Action 2: Wait for Reply (Advanced Configuration)

  • Timeout: 4 hours

  • Keywords: "price", "info", "call", "schedule"

  • Sentiment Analysis: Enabled

Action 3: Conditional Response

{% if reply.sentiment == "positive" %}
That's wonderful! I can see you're excited about {{custom_field.interest_area}}. 
{% elsif reply.sentiment == "neutral" %}
I appreciate you taking the time to respond!
{% else %}
I understand this might be a lot to consider.
{% endif %}

{% if reply.keywords contains "price" %}
Let me send you our current pricing options right away.
{% elsif reply.keywords contains "call" %}
Perfect! I'd love to speak with you directly. When works best?
{% else %}
I'm here to answer any questions you might have.
{% endif %}

Result: Intelligent, conversational WhatsApp welcome sequence that adapts to each contact

### Smart Appointment Management System

Trigger: Appointment created in calendar

Advanced Workflow Sequence:

24 Hours Before - Confirmation Request:

Send SMS Action (Enhanced for WhatsApp):
Message: "Hi {{contact.first_name}}! 📅 
Appointment reminder: {{appointment.service}} tomorrow at {{appointment.time}}

📍 Location: {{appointment.location}}
⏱️ Duration: {{appointment.duration}} minutes

Reply:
✅ CONFIRM - You're all set!
🔄 RESCHEDULE - Need a different time?
❌ CANCEL - Need to cancel?

Looking forward to seeing you!"

Attachments:
- Calendar reminder (ICS file)
- Location map image
- Preparation instructions PDF

Wait for Reply with Complex Logic:

Reply Processing:
├─ "CONFIRM" or ✅ → Send confirmation + preparation reminder
├─ "RESCHEDULE" or 🔄 → Route to scheduling assistant
├─ "CANCEL" or ❌ → Process cancellation + offer future booking
├─ No reply after 4 hours → Trigger follow-up sequence
├─ Questions detected → Route to human agent with context
└─ Unrecognized response → AI-powered interpretation attempt

2 Hours Before - Final Reminder (if confirmed):

AI-Generated Contextual Message:
"Hi {{contact.first_name}}! Your {{appointment.service}} appointment is in 2 hours. 

{% if appointment.type == "virtual" %}
Join link: {{appointment.zoom_link}}
Test your connection: {{tech_check_url}}
{% else %}
Address: {{appointment.location}}
Parking info: {{parking_instructions}}
{% endif %}

{% if custom_field.first_time_customer %}
As a first-time customer, please arrive 10 minutes early for quick paperwork.
{% endif %}

See you soon! 😊"

Result: Comprehensive appointment management with 94% show-up rates

### Intelligent Lead Qualification Engine

Trigger: Contact responds to marketing campaign

Multi-Stage Qualification Process:

Stage 1 - Interest Assessment:

AI-Powered Initial Response:
"Thanks for your interest in {{campaign.topic}}, {{contact.first_name}}! 

I'd love to understand your specific situation better so I can provide the most helpful information.

What's your biggest challenge with {{industry_pain_point}} right now?"

Wait Configuration:
- Intent analysis enabled
- Keyword extraction active
- Sentiment monitoring on

Stage 2 - Qualification Questions (Dynamic):

{% assign qualification_score = 0 %}

{% if reply contains "urgent" or reply contains "need help" %}
  {% assign qualification_score = qualification_score | plus: 20 %}
  Follow-up: "It sounds like this is urgent for you. When do you need a solution in place?"
{% endif %}

{% if reply contains "budget" or reply contains "cost" %}
  {% assign qualification_score = qualification_score | plus: 15 %}  
  Follow-up: "Budget is always important! What range were you considering for solving this challenge?"
{% endif %}

{% if reply contains "team" or reply contains "company" %}
  {% assign qualification_score = qualification_score | plus: 10 %}
  Follow-up: "Tell me about your team size and who else would be involved in this decision."
{% endif %}

Stage 3 - Smart Routing:

Qualification Score Routing:
├─ Score ≥ 60: Immediate sales team notification + booking link
├─ Score 30-59: Schedule discovery call + send case study
├─ Score 15-29: Add to nurture sequence + educational content
├─ Score < 15: Thank + add to newsletter + long-term nurture
└─ Complex/unclear response: Route to human with AI analysis

Sales Team Notification (Internal SMS):

"🔥 QUALIFIED LEAD - Action Required

{{contact.first_name}} {{contact.last_name}}
Score: {{qualification_score}}/100
Source: {{campaign.name}}

Key Indicators:
- Urgency: {{urgency_level}}
- Budget Indicated: {{budget_range}}
- Decision Authority: {{authority_level}}
- Timeline: {{timeline}}

Pain Points Mentioned:
{{extracted_pain_points}}

Next Action: Call within 15 minutes
Contact: {{contact.phone}}
WhatsApp: Active conversation

Full details: {{contact.crm_url}}"

Result: 73% improvement in lead quality and 45% faster sales cycle

Advanced Workflow Examples

Multi-Stage Onboarding Sequence

Trigger: Customer tag added
Day 1: Welcome message + setup instructions
Day 2: Check-in + answer questions
Day 5: Tutorial resources + video links
Day 7: Success metrics + next steps
Day 14: Feedback request + support options

Workflow Features:

  • Timed sequences with appropriate delays

  • Conditional branching based on responses

  • Resource delivery with attachments

  • Progress tracking through pipeline stages

  • Support escalation for problems

Command Integration in Workflows

Combine WhatSnap commands with workflows for sophisticated routing:

Example: Marketing to Sales Handoff

Trigger: Contact responds "YES" to marketing campaign
Action 1: Send SMS with command
"#switch|whatsnap-account-sales Great! I'm connecting you with our sales specialist Sarah. She'll reach out within the hour with personalized pricing."

Action 2: Wait 1 hour  
Action 3: Send SMS (now from sales account)
"Hi {{first_name}}, this is Sarah from sales. I have your pricing ready. When's a good time to discuss?"

Result: Seamless handoff with account switching and personalized follow-up

Custom Channel Webhook Workflows

Webhook Configuration

For users who chose the custom WhatSnap channel, webhook integration is required for automation:

1

Access Webhook Settings

Navigate to WhatSnap Settings → Workflow Webhooks to access your webhook URLs.

2

Copy Webhook URLs

Copy the provided webhook URLs for sending messages through your workflows.

3

Configure Workflow Actions

In your GoHighLevel workflows, use "Webhook" actions with the copied URLs.

4

Format Message Data

Format your webhook payload to include message content and recipient information.

Webhook Message Format

Webhook Documentation: Specific webhook formatting and parameters are available in your WhatSnap dashboard under Workflow Webhooks.

Basic Webhook Structure:

{
  "contact_id": "{{contact.id}}",
  "phone": "{{contact.phone}}",
  "message": "Your message content here",
  "account_tag": "whatsnap-account-sales"
}

Webhook Workflow Examples

Webhook-Based Welcome Sequence

Trigger: Contact added to list Action: Webhook with payload:

{
  "contact_id": "{{contact.id}}",
  "message": "Welcome {{first_name}}! Thanks for joining us. Reply with any questions.",
  "account_tag": "{{contact.whatsnap_account_tag}}"
}

Result: Automated welcome message via webhook

Advanced Automation Strategies

Multi-Touch Campaign Automation

Create sophisticated campaigns that use multiple WhatsApp accounts:

Conditional Account Routing

Use workflow conditions to route messages through different WhatsApp accounts:

Example: Geographic Routing

IF contact.state = "California" 
THEN send via "whatsnap-account-west-coast"
ELSE IF contact.state IN ["New York", "Florida", "Georgia"]
THEN send via "whatsnap-account-east-coast"  
ELSE send via "whatsnap-account-national"

Time-Based Automation

Create workflows that consider time zones and business hours:

Example: Business Hours Messaging

Trigger: Contact requests information
IF current_time BETWEEN 9AM-6PM (contact's timezone)
THEN send immediate response
ELSE schedule message for 9AM next business day

Workflow Best Practices

Message Personalization

Personal Touch: Use merge fields and conditional content to create personalized experiences that feel human despite being automated.

Personalization Techniques:

  • Name Usage: Include first names in messages naturally

  • Context Awareness: Reference previous interactions or purchases

  • Behavioral Triggers: Respond to specific actions or behaviors

  • Industry Relevance: Tailor content to contact's industry or interests

Response Management

Handling Responses:

  • Wait Actions: Use appropriate wait times for responses

  • Timeout Handling: Plan actions for non-responsive contacts

  • Escalation Paths: Route complex issues to human team members

  • Context Preservation: Maintain conversation context across workflow steps

Performance Optimization

Optimization Strategies:

  • A/B Testing: Test different message variations

  • Timing Optimization: Find optimal sending times for your audience

  • Response Analysis: Monitor response rates and adjust accordingly

  • Workflow Analytics: Track workflow performance and completion rates

Testing and Monitoring

Workflow Testing

1

Test Environment Setup

Create test contacts and scenarios to verify workflow behavior before production deployment.

2

Step-by-Step Verification

Test each workflow step individually to ensure proper functionality and message delivery.

3

Integration Testing

Verify that WhatSnap commands and account switching work correctly within workflows.

4

Performance Testing

Test workflows with realistic contact volumes to ensure system performance.

Monitoring and Analytics

Key Metrics to Track:

  • Workflow Completion Rates: Percentage of contacts completing full workflows

  • Response Rates: Percentage of messages receiving responses

  • Conversion Rates: Goal completions from workflow participants

  • Time to Response: How quickly contacts respond to automated messages

Monitoring Tools:

  • GHL Analytics: Use built-in GoHighLevel reporting

  • WhatSnap Metrics: Monitor account-specific performance

  • Custom Tracking: Implement custom tracking for specific goals

  • Regular Audits: Conduct periodic workflow performance reviews

Troubleshooting Automation

Common Workflow Issues

Messages Not Sending in Workflows

Possible Causes:

  • WhatsApp account disconnected

  • Workflow trigger conditions not met

  • Contact missing required tags

  • Message formatting errors

Solutions:

  • Verify all WhatsApp accounts are connected

  • Check workflow trigger conditions and test data

  • Ensure contacts have appropriate WhatSnap tags

  • Validate message content and formatting

Commands Not Working in Workflows

Possible Causes:

  • Command syntax errors in workflow messages

  • Target account not connected

  • Workflow action formatting issues

Solutions:

  • Verify command syntax is correct

  • Check target WhatsApp account connection

  • Test commands outside workflows first

  • Review workflow action configuration

Wait Actions Not Functioning

Possible Causes:

  • Using custom channel without SMS override

  • Workflow timing conflicts

  • Response detection issues

Solutions:

  • Verify SMS channel override is enabled

  • Check workflow timing and sequencing

  • Test response detection manually

  • Review wait action configuration

Next Steps

After mastering workflow automation:

  1. Outreach Campaigns - Apply automation to mass messaging campaigns

  2. Advanced Strategies - Implement sophisticated multi-account automation

  3. Performance Analytics - Monitor and optimize automation performance

  4. Team Training - Train your team on automation best practices

Automation Success: Effective WhatsApp automation with WhatSnap combines understanding of workflow logic, proper account management, and strategic use of commands and timing.

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