Shown in the palette as Send WhatsApp. Needs a contact (on message triggers, put Add/Upsert Contact first). The contact must have a WhatsApp number and must not be unsubscribed or marked invalid.
Message type:
- Template: pick an approved WhatsApp template, then use Parameter mapping to fill each
{{1}},{{2}}placeholder from contact data, the date/time, or trigger data. Templates can be sent at any time. - Plain text: write the message yourself, up to 4,096 characters. WhatsApp formatting works:
*bold*,_italic_,~strikethrough~and```monospace```, with a live preview. Insert placeholder adds contact data such as{FullName}or trigger data such as{Trigger.…}.
Channel:
- Auto (recommended): plain text replies from the number the contact last wrote to. A template is sent from the number the message came in on when that number can send the template, otherwise from the template’s own number.
- Specific phone: always send from the Phone number you choose.
The 24-hour rule for Plain text: WhatsApp only delivers free text within 24 hours of the contact’s last message to that number. Outside that window the step fails with "Not sent: the WhatsApp customer service window is closed…".
- Plain text is right for replies on a Message Received via WhatsApp workflow, because the customer has just written.
- Use Template for anything that isn’t a reply: other triggers, or steps after a long delay.
- Keep Channel on Auto for replies. Specific phone with a different number than the customer wrote to has no open window, so the message fails.
Other failures: "…has opted out of WhatsApp messages", "…marked as invalid", "Selected WhatsApp template was not found or not approved", "No active WhatsApp sending phone is available…".
