Setting up the WhatsApp Inbound Unmatched Trigger

The WhatsApp channel is an Early Access feature. Contact your Account Executive for more information.

Overview

Use the WhatsApp Inbound Unmatched Trigger to capture any inbound message to a specific WhatsApp phone number that doesn’t match an active conversation and automatically start a new experience. This can be used to catch expired replies and attempt to re-route them to the happy path, handle opt-out or opt-in use cases or be used as an inbound channel where your customers can initiate an experience by sending in a specific keyword or phrase. 

Only one flow should be active with a WhatsApp Inbound Unmatched Trigger per WhatsApp number.

Configuring the trigger

• Create a new flow and drag the node onto the canvas
• Select a connection from the drop down
• Select the specific WhatsApp phone number this flow will listen on.
• Name the flow clearly (for example, “WhatsApp — Unmatched (AU Support Line)”).

Mergefield Explorer

Mergefields function as dynamic placeholders within a flow, automatically populated with actual data as the flow progresses. Below are key mergefields accessible in subsequent nodes following the WhatsApp Inbound Unmatched Message Trigger.

Given the limited mergefields, scenarios requiring comprehensive context—such as understanding the specific prompt a customer is responding to—might not be fully addressed.

Usage Scenario

You provide an inbound channel to allow your customers to reach out for assistance at any time by sending the keyword 'HELP' to your WhatsApp number, additionally you also manage communication preferences by listening for the keyword 'STOP' to opt-out and 'START' to opt-in. 

• The first step in the flow uses the fromNumber to search Salesforce for a matching Contact record
• If a unique match is found then a Criteria Split is used to create paths for the different keywords.
  • If the messageBody is exactly 'STOP' then the experience progresses to update a field on the Contact record in  Salesforce
  • If the messageBody is contains 'START' then the experience progresses to update a field on the Contact record in  Salesforce
  • If the messageBody is contains 'HELP' then the experience progresses to send a follow up message via WhatsApp to further triage the request. Note that because we have successfully matched the phone number to a contact in Salesforce the message can be personalised with whatever data you have available.