Automation
How to Set Up WhatsApp Workflow Automation in Inaiy
Set up WhatsApp workflow automation in Inaiy: start from a template, set a keyword trigger, connect message and button steps, test with Simulate, then publish.
Updated · 6 min read
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WhatsApp workflow automation lets a customer message start a series of steps that run by themselves: a welcome message, a button menu, a product list, a payment link, or a handover to your team. In Inaiy, go to Workflows & AI, click Create Workflow, start from a template or a blank canvas, set the trigger, connect the steps in the builder, test it with Simulate, and click Publish.
Workflows handle the repeat questions, such as prices, order status, and opening hours, so your team only picks up the chats that need a person.
Who this is for and what you need first
This guide is for Owners, Admins, and operations leads who design customer journeys.
You need:
- A connected WhatsApp number. Each workflow is bound to one number.
- The journey on paper: what starts it, which questions to ask, and where each answer leads.
- Approved templates for any message sent outside the 24-hour window. See WhatsApp template approval.
Steps to set up WhatsApp workflow automation
1. Open Workflows & AI
Click Workflows & AI under Automation. Cards at the top count Total workflows, Draft, Published, Disabled, and Archived. The table lists each workflow with its category, current and published version, status (callout 2), creator, and last update.
Click Create Workflow (callout 1).
2. Start from a template
New workflow offers three ways to start: Generate with AI, Templates (callout 1), and Blank. Templates are the fastest. Starters include School parent helpdesk, API notify, several WhatsApp shop and checkout flows, and event flows such as Abandoned cart recovery and Order shipped update. Each card shows its trigger and how many steps it has. WhatsApp Shop (Category → Products) is marked Recommended (callout 2).
Pick one and click Use template. Inaiy creates a draft and loads it in the builder. To describe a workflow in your own words instead, see AI WhatsApp workflow builder.
3. Find your way around the builder
The builder shows the workflow as connected boxes, called nodes:
- The Trigger (callout 1) starts the workflow, such as Message Received.
- Message nodes send text. Buttons nodes send a menu and have one exit per button, plus Timeout and Failure.
- Each node has Success and Failure exits, so you decide what happens when something goes wrong.
The left panel has Nodes, Templates, Variables, Validation, AI Assistant, and Simulate. Press Ctrl+K to add a node. Changes save automatically, and the header shows Saved and any warnings. Publish (callout 2) makes the workflow live.
4. Set the trigger
Click the trigger node. In Properties → Config, set:
- Channel: WhatsApp.
- Match mode: Any message, Keyword, Regex, Button payload, or m.me link ref.
- Keyword (callout 1): the word that starts it, such as CATALOG.
Other triggers include Schedule, Webhook Trigger, and App Event for things like a paid order or an abandoned cart.
5. Test with Simulate, then publish
Click Simulate (callout 2) to run the workflow as a dry run. It does not send WhatsApp messages, take payments, or change customers. Type replies as if you were the customer and check each path.
Fix anything listed under Validation, then click Publish. The status changes to Published and the version appears in Version History.
How to confirm it worked
- The workflow shows Published on the Workflows & AI page.
- From your own phone, send the trigger keyword to your WhatsApp number. The first message should arrive within seconds.
- Tap each button and check you reach the right step. Check the conversation in the inbox to see what the customer saw.
Common mistakes
- No path for failures and timeouts. If a Buttons node has nothing connected to Timeout, a customer who goes quiet is left hanging. Connect it to a reminder or an end message.
- Two workflows on the same keyword. Only one should own each keyword on a number. Use a different keyword, or merge them.
- Forgetting a human exit. Add a "Talk to us" button that routes to your team. See WhatsApp conversation routing.
Related guides
- Describe a workflow in plain words with the AI WhatsApp workflow builder.
- For simple keyword replies without a canvas, use WhatsApp chatbot rules.
- Hand chats to the right team with WhatsApp conversation routing.
Frequently asked questions
What is the difference between a workflow and a chat rule?
A chat rule does one thing when a message matches, such as replying with a fixed text or assigning the chat. A workflow is a multi-step journey with menus, waits, conditions, and actions like payments. Use chat rules for quick replies and workflows when the customer goes through several steps.
Can I change a workflow after it is published?
Yes. Edit it in the builder and publish again. Each publish creates a new version, listed in Version History, so you can see what changed and when. The workflow's page shows which version is live under Published version. Test changes with Simulate before you publish them.
Does testing with Simulate send real messages?
No. Simulate is a dry run. It walks through the workflow and shows what would happen at each step, but it does not send WhatsApp messages, create payments, or change contacts. To test the real experience, publish the workflow and message your number from your own phone.
Try it on your own number
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