--- title: "Automating WhatsApp messaging in a campaign" slug: "automating-whatsapp-messaging-in-a-campaign" description: "Extend your Dialer campaigns with WhatsApp messaging and Flow Builder to increase contact reach and responsiveness." updated: 2025-09-23T14:31:06Z published: 2025-09-23T14:31:06Z canonical: "docs.voiso.com/automating-whatsapp-messaging-in-a-campaign" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Automating WhatsApp messaging in a campaign **Who should read this article**: Administrators, Supervisors Extend your Dialer campaigns with WhatsApp messaging and Flow Builder to increase contact reach and responsiveness. ## Introduction Note The Outbound Dialer campaign Follow-up rule **Send WhatsApp** action is available only for contact centers on the Pro plan, or higher, with Omnichannel enabled. You can now add [WhatsApp messaging](/v1/docs/omnichannel-whatsapp) to your outbound [Dialer campaigns](/v1/docs/outbound-dialer-campaigns) using Voiso’s [follow-up rules](/v1/docs/outbound-dialer-adding-a-new-campaign#followup-rules). Based on specific call outcomes—such as no answer or busy signal—your campaign can automatically send a WhatsApp message to the contact using a predefined [message template](/v1/docs/administration-message-templates). This message can include links, key details, or direct the contact to continue the conversation with a chatbot built in [Flow Builder](/v1/docs/inbound-flow-builder-overview). Integrating voice and digital channels in this way gives contacts another opportunity to respond and improves your ability to connect with them on their preferred channel. ## Setting up a Dialer campaign including WhatsApp ### Prerequisites 1. [Create User accounts](/v1/docs/users-users) for agents that will be handling the voice calls and the WhatsApp messages. - Assign the WhatsApp channel to the user account. Refer to [Adding WhatsApp outbound channels](/v1/docs/users-users#adding-whatsapp-outbound-channels). You can also assign the WhatsApp channel in bulk; refer to [Bulk User Account Management](/v1/docs/users-users#bulk-user-account-management). - For contact centers using [basic user roles](/v1/docs/basic-user-roles), add the following privileges to your agent accounts: - **Omnichannel Workspace Enabled**: to handle WhatsApp interactions. - **WebRTC Enabled**: to handle voice interactions. - For contact centers using [security access groups](/v1/docs/administration-security-access-groups), add the following privileges to the access group to which your agents are assigned: - **Enable WebRTC**: to handle voice interactions. - **Omnichannel Workspace Enabled**: to handle WhatsApp interactions. 2. Assign the agents to [teams](/v1/docs/users-teams) according to your business processes. 3. [Create a queue](/v1/docs/inbound-queues) to route inbound WhatsApp messages to your agents. In the **Assigned channels** section, select **WhatsApp**. Optionally you can also create a queue to handle inbound voice calls related to your campaign. ### Basic steps Here are the basic steps to enable you to add a WhatsApp message to your unanswered Dialer campaign calls: 1. [Add a WhatsApp channel](/v1/docs/omnichannel-whatsapp). Consider creating a channel that is specific to the campaign so that you can create a Chatbot in [Flow Builder](/v1/docs/inbound-flow-builder-overview) that responds to the campaign. 2. [Create a WhatsApp template](/v1/docs/administration-message-templates#creating-a-whatsapp-template). The message in the template could invite the contact to take action, such as replying to the message in WhatsApp, calling your contact center, or following a link. Make sure you add the channel to the template. 3. [Create a Digital Flow](/v1/docs/digital-flows) to capture responses to your WhatsApp message and route them to the appropriate resource. Make sure you add the WhatsApp channel you created to the flow. 4. [Use Flow Builder](/v1/docs/digital-flows) to design an inbound digital interaction flow that responds to the content of the WhatsApp message template. 5. [Compile a calling list](/v1/docs/outbound-dialer-adding-a-new-campaign#calling-list) either as a CSV or from your CRM. 6. [Create a new Dialer campaign](/v1/docs/outbound-dialer-adding-a-new-campaign). In the **Follow-up rules**, add the **Send WhatsApp** action, selecting the template you created. Add agents (users) to the campaign individually or by team. 7. [Run your campaign](/v1/docs/outbound-dialer-running-a-campaign). ### Detailed steps The following sections provide more information about setting up a Dialer campaign that includes sending WhatsApp message templates. #### Add a WhatsApp channel Follow the steps detailed in the [WhatsApp](/v1/docs/omnichannel-whatsapp) article to create a new WhatsApp [digital channel](/v1/docs/digital-channels). #### Create a WhatsApp template 1. Follow the steps detailed in the [Creating a WhatsApp template](/v1/docs/administration-message-templates#creating-a-whatsapp-template) article. Here are some suggestions for the message content that you can add to your template according to the [Follow-up rule](/v1/docs/outbound-dialer-adding-a-new-campaign#followup-rules) you are configuring. Adjust them according to your business processes. - **No Answer**: Hello, we tried to reach you by phone but didn’t get an answer. If you’d like to continue the conversation here, just reply to this message. You can also contact us directly at 5555555555. - **Answering Machine Detected**: Hi, we weren’t able to speak with you by phone earlier. If it’s more convenient, please reply to this message and we’ll assist you here. - **Busy**: Hello, we noticed your line was busy when we tried to call. Would you prefer to continue via WhatsApp or schedule a better time to talk? Please respond to this message and let us know! - **Rejected or Failed**: Hi, we tried calling you but couldn’t get through. If you still need assistance or have questions, you can reply here at any time. 2. On the **Add WhatsApp** template page, scroll to the **Assigned WhatsApp channels** section, then click **Manage** to display the **WhatsApp channels assignment** panel. 3. On the panel, select the WhatsApp channel you created in the previous step, then click **Assign**. ![WhatsApp channels assignment Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/WhatsApp%20channels%20assignment%20Panel.png) 4. Click **Submit** to send your template to Meta for approval. This process can take up to 24 hours. Until approval or rejection, your template status is **Pending**. Refer to [WhatsApp templates](/v1/docs/administration-message-templates#whatsapp-templates). #### Create a Digital Flow For details about creating Flows, refer to the [Flows](/v1/docs/inbound-flows) and [Digital flows](/v1/docs/digital-flows) articles. 1. On the Voiso main menu, navigate to **Inbound > Flows**. 2. On the **Flows** page, click **Add flow**. 3. On the **Add flow** panel, name your flow, select **Digital** as the type, and select **WhatsApp** as the channel type. ![Flows Add Flow WhatsApp Digital Channel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flows%20Add%20Flow%20WhatsApp%20Digital%20Channel.png) 4. Click **Continue**. 5. On the **Edit flow** page, configure the flow according to your business processes. 6. Scroll to the **Assigned digital channels** section and click **Manage** to open the **Digital channels assignment** panel. 7. Select one or more of your WhatsApp channels, then click **Assign**. ![Digital channels assignment Panel Flows](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Digital%20channels%20assignment%20Panel%20Flows.png) 8. Save the flow. #### Use Flow Builder 1. [With your flow created](/v1/docs/automating-whatsapp-messaging-in-a-campaign#create-a-digital-flow), from the Voiso main menu, navigate to **Inbound > Flows**. 2. Select your flow from the **Flows** table. 3. On the **Edit flow** page, click **Launch builder**. 4. Design a flow that handles inbound messages from the WhatsApp channel you are going to use in your [Dialer campaign](/v1/docs/automating-whatsapp-messaging-in-a-campaign#create-a-new-dialer-campaign). 5. Save your flow. Here are some ideas that can help you create a flow using Flow Builder. Your flow will be tailored to your business processes and will be much more complex than these simple examples. **Scenario: No Answer** 1. **Start node**: Triggered when a WhatsApp message is sent to the contact after a missed call. 2. **Message Node**: Send a greeting to the contact's WhatsApp account as a reply to their message. For example: `Hi {{from}}, thank you for getting back to us! We're sorry we could not reach you by phone! Please let me know what you would like to do:` - Include Buttons or Quick Replies to make it easy for you to route the interaction based on the contact's response. Refer to the [Message (WhatsApp)](/v1/docs/message-whatsapp) article for details. - Include an option to chat with an agent. 3. **Route node**: If the contact wants to chat immediately, route the interaction to a queue with the WhatsApp channel assigned to it. ![WhatsApp Inbound Routing from Campaign](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/WhatsApp%20Inbound%20Routing%20from%20Campaign.png) 4. **Conditions node**: If the contact sends a WhatsApp message as a response instead of clicking a button or quick reply, use the Conditions node to parse the response and route the conversation accordingly. 5. **Message node**: Use multiple Message nodes to build a chatbot that routes the conversation based on the contact's responses. #### Compile a calling list Create a calling list as a CSV file. Refer to [Dialer contact list file schemas](/v1/docs/dialer-contact-list-file-schemas). You can also build a calling list in your CRM. Refer to [Adding a new campaign: CRM](/v1/docs/outbound-dialer-adding-a-new-campaign#crm) and [Running a CRM campaign](/v1/docs/outbound-dialer-running-a-crm-campaign). Tip If your campaign includes WhatsApp messaging, make sure the phone numbers in your calling list are associated with active WhatsApp accounts. Messages sent to numbers without WhatsApp will not be delivered. #### Create a new Dialer campaign To create a Dialer campaign that leverages sending WhatsApp messages to follow up on calls that were not answered for one reason or another, follow these steps: 1. From the Voiso main menu, navigate to **Outbound > Dialer campaigns**. 2. On the **Dialer campaigns** page, click **Add Dialer campaign**. 3. On the **Add Dialer campaign** page, set up your campaign following the steps outlined in the [Adding a new campaign](/v1/docs/outbound-dialer-adding-a-new-campaign) article. 4. In the **Follow-up rules** section, you will see a list of scenarios where a call is not answered by the contact. For each scenario, you can configure one or more rules that tells Dialer what to do. For example, if the call is not answered (the **No answer** scenario), you can add a rule that Dialer should redial the number after a certain interval. ![Dialer Campaign Follow-up Rules WhatsApp](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Campaign%20Follow-up%20Rules%20WhatsApp.png) - Select **Redial** from the action menu. You can also include a rule that automatically sends a WhatsApp message to the contact's number. - Select **Send WhatsApp** from the action menu, then specify the WhatsApp channel you created above and the appropriate WhatsApp template for the scenario. 5. Assign agents to the campaign. It is not necessary to use the same agents as the ones who are assigned to the queue you created to handle replies to the WhatApp messages sent by the Follow-up scenarios. You can assign voice-only agents to handle campaign calls and omnichannel agents to handle the WhatsApp messages responded to by campaign contacts. 6. Save the campaign. #### Run your campaign When your campaign and agents are ready, click **Start** next to the campaign name on the **Dialer campaigns** page. Refer to the following articles about how to run a Dialer campaign: - [How to run a Dialer campaign](/v1/docs/how-to-run-a-dialer-campaign) - [Running a campaign](/v1/docs/outbound-dialer-running-a-campaign) - [Running a CRM campaign](/v1/docs/outbound-dialer-running-a-crm-campaign) ## Related - [Dialer campaigns](/outbound-dialer-campaigns.md) - [WhatsApp](/omnichannel-whatsapp.md) - [Digital flows](/digital-flows.md) - [Adding a new campaign](/outbound-dialer-adding-a-new-campaign.md)