Automations
Configure the welcome message toggle, ice breakers, and command names for a WhatsApp phone number.
Open a number's Automations to configure its WhatsApp conversation options. You can switch on the welcome message setting and provide ice breakers and command names that help customers start a conversation.
Before you start
Open Channels, choose the account, select Phone numbers, and open the correct number. Select Automations.
Who can do this: the workspace owner or members whose role includes viewing and managing channel connections. Members with viewing permission alone have read-only access.
The phone number's Enable welcome message setting is separate from the account's Ad welcome messages section. This form does not let you write a welcome message body or build a general automation workflow.
Configure conversation options
Set the welcome message option
Turn Enable welcome message (1) on or off. This changes the WhatsApp setting for this number; there is no message-text field beside the toggle.
Add ice breakers
In Ice breakers, select Add ice breaker (2). Enter a short prompt that helps a customer begin, such as a question about your opening hours. Use Remove beside a prompt to remove it from the form.
Add commands
In Commands, select Add command (3). Enter Command name and Description. Use a name without a leading /. Each name must be unique. Use Remove beside a command to remove it from the form.
Save the changes
Select Save automations. Changes to the toggle, prompts, or commands are saved together. Adding a command here defines its name and description; this form has no controls to assign a reply or an action to it.
Limits
Customers can tap an ice breaker when they first chat with your business, or
type / in WhatsApp to see commands. A link that opens WhatsApp with prefilled
message text hides the ice breakers.
| Option | Limit enforced by the form |
|---|---|
| Ice breakers | Up to 4 prompts, with up to 80 characters each. |
| Commands | Up to 30 commands. |
| Command name | Required, up to 32 characters, unique within this number, and no leading /. |
| Description | Required, up to 256 characters. |
Emojis are not supported in ice breakers, command names, or command descriptions. The add buttons disappear when their row limit is reached.
Troubleshooting
Save automations is disabled until you make a change and while a save is running. If saving does not finish, check the fields for validation errors and any request error above the form. Correct duplicate command names, leading slashes, emojis, or values over the limits before trying again.
See phone numbers and business profile.