Learn how to use a simple button with Yes/No options for your WhatsApp Campaigns. For example, you could ask customers if they are interested in knowing more about your business and send different messages based on their responses.

 

Here are the prerequisites:

A CRM account with:

  • An active WhatsApp connection.

  • Advanced Automations App (installed and enabled).

  • An approved message template with quick-reply buttons

  • Approved message templates to send based on the response from the above button template

  • Two custom text fields in the Contacts module: 

    • Button Template Flag

    • Yes/No Response

Step 1: Install the Advanced Automations app

  1. Navigate to Admin Settings > Marketplace for Chat > Advanced Automations > Install and click Install again inside the app

  2. Once installed, go to the Installed Apps section inside Marketplace for Chat and enable the app by clicking on the Toggle

  3. Next, click on the Gear Icon near the Toggle > Settings

  4. Now, click the Gear Icon inside the Advanced Automations app

  5. The Enter Domain Name section will be pre-filled with https://api.freshchat.com

  6. Next, enter the API Key and the SDK APP ID. Verify both and save.

    • You can find the Freshchat API Key from Admin Settings >APIs for Chat > Generate Token (if you haven’t generated one already).

    • You can locate the SDK APP ID from Admin Settings > Mobile SDKs for Chat > APP ID


Step 2: Create an automation to listen to the Quick-Reply response “Yes”

In the app, navigate to Automations > Create an Automation.

 

  1. Trigger:

    • Provide a Name for your Automation. Here this would be Reply Listen - Yes. 

    • Choose what happens when the automation is triggered - User sends a reply. Click Next.

  2. Condition:

    • Click on Add Condition > Choose a property > Message Text > equals > Yes (This value should be a text in the button you are listening to).

    • Select New filter > change the logic to AND instead of OR.

    • In the new filter, select Choose a property > User property > set the property key as cf_button_template_flag> equals > true.

    • Note: The property key should be the internal name of the field which we are going to use as a flag - we will be setting it as true in the Customer Journey that sends the Button Campaign - to signify that this User/Contact has been selected for targeting via this Campaign.

    • Scroll down, and click Next.

  3. Action:

    • Select Choose an action > Update a user property > set the property key as cf_yes_no_response > set the property value as Yes

    • The property key should be the internal name of the field, where we will store responses from customers

    • Optional step:
      If the customer picks Yes, WhatsApp will continue to allow the customer to also click on the other available button(s). If your use case allows the customer to change their mind, then skip this optional step. If not, follow the below steps:

      • Click on New Action > Update a user property > set the property key as cf_button_template_flag > re-set the property value as false.

      • Scroll down, and select Next.


  4. Schedule & Summary:

    • On the Schedule page, ignore the toggle and select Next

    • On the Summary page, review the automation summary, scroll down, click on Finish, and Save the changes.

Step 3: Create an automation to listen to the Quick-Reply response “No”

Create a clone of the Automation we created in Step 2:


  1. Trigger

    • Rename the Automation as Reply Listen - No.

    • Choose User sends a reply as the Trigger when method and click on Next.

  2. Condition

    • Change the value of the Message Text to No and Click on Next

  3. Action

    • Change the property value of cf_yes_no_response to No. 

    • Scroll down, and click Next.

  4. Schedule & Summary

    • On the Schedule page, ignore the toggle, and click on Next

    • On the Summary page, review the automation summary, scroll down, click Finish and then Save.

Step 4: Create a WhatsApp Campaign using the Button Template

  1. Navigate to the WhatsApp Campaigns module > Create WhatsApp Campaign. Set the Campaign Name as Button Campaign.

  2. Select the WhatsApp Number that can use this pre-approved button template.

  3. Select the button template to be sent.

  4. Next, choose the language in which you want to send this template. Configure placeholders (if any).

  5. Optional: Send yourself a test message. Click Save and publish.


Step 5: Create a WhatsApp Campaign using the “Yes” Template

  1. Create a WhatsApp Campaign as explained in Step 4. Set the Campaign Name as Yes Campaign.

  2. Select the template to be sent if the response is Yes, click Save and publish.


Step 6: Create a WhatsApp Campaign using the “No” Template

  1. Create a WhatsApp Campaign, as explained in step 5. Set the Campaign Name as No Campaign.

  2. Select the template to be sent if the response is No, click Save and publish.


Step 7: Create a Customer Journey to send the WhatsApp Button Message

Navigate to Customer Journeys > Create from scratch. Set the Journey name as Button Campaign - WhatsApp.

  1. Trigger: 

    1. Mark “Added to list” as the Trigger. You can also choose from any of the available triggers based on your entry condition.

    2. Drag and drop the Added to list trigger and Choose the Contact List that you want to target.

    3. Enable/disable the Include contacts already in the list chosen toggle based on your use case, and Click Save.

  2. Actions:

    1. Setting the Button Template Flag as true:

      • Drag and drop the Update Contact field action > click Choose your contact field.

      • Select the field Button Template Flag, update to true, and click on Save

  3. Send WhatsApp Campaign:

    1. Drag and drop the Send WhatsApp message action, and click on Select campaign.

    2. Select Button Campaign that we created in Step 4, and click Save.

  4. Journey Settings:

    1. You can toggle A contact can enter into the journey multiple times based on your use case.


  5. Start the Journey:

    1. Click on Start Journey.

    2. If there are Contacts that are ready to enter the Journey right away - the number of Contacts that are ready to enter will be displayed. If there are no Contacts, a heads-up banner is displayed as shown below.

    3. Click on Yes, and Proceed.

  6. Here's how the completed Journey setup looks like:

Step 8: Create a Customer Journey to send a WhatsApp Message if the response is “Yes”


Navigate to Customer Journeys > Create from scratch. Set the Journey name as “Yes Campaign - WhatsApp”.

  1. Trigger:
    • Drag and drop the Contact field matched trigger, click on Add contacts on a field match
    • Select the field Yes/No Response > Is > type Yes and hit Enter.
    • Ensure that Any new contact create/update is enabled/disabled based on your use case. Click Save.


  2. Action:
    • Drag and drop the Send WhatsApp message action block, click Select campaign. Select the Yes Campaign that we created in Step 5. Click Save.


  3. Journey Settings:
    • You can toggle A contact can enter into the journey multiple times based on your use case
  4. Start the Journey:

    • Click on Start Journey.

    • If there are Contacts that are ready to enter the Journey right away - the number of Contacts that are ready to enter will be displayed. If there are no Contacts, a heads-up banner is displayed, as shown below.

    • Click on Yes, and Proceed.

  5. Completed Journey Setup:

 

Step 9: Create a Customer Journey to send a WhatsApp Message if the response is “No”

Navigate to Customer Journeys > Create from scratch. Set the Journey name as “No Campaign - WhatsApp”.

  1. Trigger:
    • Drag and drop the Contact field matched trigger > click Add contacts on a field match.
    • Select the field “Yes/No Response” > Is > type “No” and hit Enter.
    • Make sure that the Any new contact create meets the criteria after the journey starts toggle is enabled/disabled based on your use case. Click Save.

  2. Action:
    • Drag and drop the Send WhatsApp message action > click Select campaign. Select the WhatsApp Campaign called “ No Campaign ” that we created in Step 6. Click Save.
  3. Journey Settings:
    • You can toggle A contact can enter into the journey multiple times based on your use case
  4. Start the Journey: 

    • Click on Start Journey.

    • If there are Contacts that are ready to enter the Journey right away - the number of Contacts that are ready to enter will be displayed. If there are no Contacts, a heads-up banner is displayed, as shown below.

    • Click on Yes, and Proceed.

  5. Completed Journey Setup:

Sample Output

When the contact can go back on their selection:

Customer Screen:


 Agent Screen:

 

When the contact cannot go back on their selection:

Customer Screen:

 

Agent Screen: