Overview
You can now automate your lead engagement by triggering workflows when a customer sends a message via a Click-to-WhatsApp Ad or Facebook Page Call-to-Action (CTA) button. This integration helps you instantly respond to high-intent leads, streamline follow-ups, and improve your ad campaign ROI.
? Learn more about Click-to-WhatsApp Ads
? Learn more about Facebook Page CTA Buttons
TABLE OF CONTENTS
How to configure Click to WhatsApp Ads under Workflow?
This workflow trigger activates when a customer using an Android or iOS device messages you via:
A Click-to-WhatsApp Ad
A Facebook Page Call-to-Action (CTA) button
This interaction opens a free entry-point conversation as long as you respond within 24 hours.
Step 1: Go to Automation > Add new Trigger > Click to WhatsApp Ads
Step 2: Add filters > Ad / Post Id > Ad / Post URL
Step 3: Save the trigger
What are Free Entry Point Messaging
A free entry point conversation is opened if (1) a customer using a device running Android or iOS messages you via a Click to WhatsApp Ad or Facebook Page Call-to-Action button and (2) you respond within 24 hours. If you do not respond within 24 hours, a free entry point conversation is not opened and you must use a template to message the customer, which opens a marketing, utility, or authentication conversation, per the category of the template.
The free entry point conversation is opened as soon as your message is delivered and lasts 72 hours. When a free entry point conversation is opened, it automatically closes all other open conversations between you and the customer, and no new conversations will be opened until the free entry point conversation expires.
Once the free entry point conversation is opened, you can send any type of message to the customer without incurring additional charges. However, you can only send non-templates messages if there is an open customer service window between you and the customer.
For example, if the customer messages you via a Click to WhatsApp Ad at 10am and you respond via a template message at 10pm the same day:
- The free entry point conversation starts at 10pm and lasts 72 hours.
- You can send template messages at no charge in those 72 hours.
- You can send non-template messages until 10am the next day, at which point the customer service window closes, as it is independent of the free entry point conversation (if the customer messages you again, however, it opens another 24-hour customer service window in which you can send any type of message).
FAQs
Q. What is the Click-to-WhatsApp Ads workflow trigger?
This trigger activates a workflow when a user clicks a Click-to-WhatsApp Ad or a Facebook Page CTA button and sends you a message using their Android or iOS device. It's ideal for automating responses to high-intent leads.
Q. How do I configure the Click-to-WhatsApp Ads workflow trigger?
Follow these steps:
Step 1: Go to Automation > Add New Trigger > Click to WhatsApp Ads
Step 2: Apply optional filters (Ad/Post ID, URL, Headline, Source Type)
Step 3: Save your trigger and add your desired actions (e.g., send message, assign contact)
Q. What are Free Entry Point Conversations?
A Free Entry Point Conversation is a special WhatsApp session initiated when:
- A customer clicks on a Click-to-WhatsApp Ad or Facebook CTA
- You respond within 24 hours
When this happens:
- The conversation is free (no messaging fees)
- It lasts 72 hours from when your message is delivered
- All other conversations are closed, and no new ones start until this session expires
Q. How are conversations charged under this trigger?
If you respond within 24 hours of the customer's initial message:
A free entry point conversation is opened
You won’t be charged for sending messages (including templates) during this 72-hour period
If you respond after 24 hours:
No free session is initiated
You'll need to use a paid template message to re-engage
Q. Can I send template and non-template messages under this trigger?
Yes, but it depends on timing:
Within 24 hours of customer’s message: You can send free-form (non-template) messages
After 24 hours: Only template messages are allowed unless the customer sends another message (which resets the 24-hour customer service window)
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