Outgoing Website Messages
Outgoing Website Messages runs when a live chat message is sent to a visitor from Whautomate, by a team member or by an automation.
Conditions
Conditions are optional. Click Add Condition, then pick a Field, an Operator and a value. Choose All (AND) or Any (OR) under Condition Type to decide whether every condition or just one must match.
| Condition | Operators | Values |
|---|---|---|
| Outgoing Message | includes any, does not include all, is a valid date, is not a valid date, matches regex pattern, does not match regex pattern, equals, not equals | Keywords, a regex pattern or exact text |
| Message Type | is part of all, is part of any, is not part of all | Text, Template, Document, Image, Video, Audio, Order, Interactive, Sticker |
| Message Sender | equals, not equals | Human Agent, Automation Bot |
| Message sent time | is between, is on, is before, is after, is less than X period ago (past), is more than X period ago (past) | A time of day, weekdays or a period |
| Contact Group | is part of all, is part of any, is not part of all | Your contact groups |
| Contact Tags | includes any, does not include all, is part of all, is part of any, is not part of all | Your contact tags |
| Contact Stage | equals, not equals | Subscriber, Lead, Engaged, Marketing qualified lead (MQL), Sales qualified lead (SQL), Opportunity, Follow-up Required, Customer, Evangelist, Other, Lost, Inactive |
Use Message Sender to tell replies from a Human Agent apart from Automation Bot messages.
Actions
Click Add Action and choose from Select Action. Actions run in order; use the arrows to reorder them. To delay an action, click Add wait time (or Add wait & Schedule time on template and email actions). Wait times count from the trigger event, not from the previous action.
| Action | What it does | Wait time |
|---|---|---|
| Notify Staffs via WhatsApp | Sends a WhatsApp template message to the team members you choose. | Minutes to months |
| Assign chat to unassigned queue | Moves the chat to the unassigned queue so a team member can pick it up (bot-to-human handover). | Minutes to months |
| Auto Close Conversation | Closes the conversation, so automations answer again the next time the person writes. | Minutes to months |
| Assign chat to Staff | Assigns the chat to the team member you choose. | Minutes to months |
| Auto-Assign Chat to Staff - Round Robin | Assigns the chat to team members in turn (round robin). | Up to 1 day |
| Clear AI Conversation History | Clears the AI conversation history, so the next AI reply starts without earlier context. | Minutes to months |
| Send Website Text Message | Sends a live chat text reply. | Minutes to months |
| send Website media | Sends an image, video or file in live chat. | Minutes to months |
| send Website interactive template message | Sends a live chat message with buttons. | Minutes to months |
| send Customer Satisfaction Survey (CSAT) | Sends a customer satisfaction (CSAT) survey. | Minutes to months |
| Smart Follow-up | Sends a follow-up if the contact has not replied within the wait time. Cancelled automatically when they reply. | Up to 1 day |
| Smart AI Follow-up | Writes and sends a follow-up with AI, based on the conversation, if the contact has not replied within the wait time. Cancelled automatically when they reply. | Up to 1 day |
| Webhooks by Whautomate | Sends the event data to your own URL (webhook). | Minutes to months |
| Add the Contact to Group | Adds the contact to a contact group, which you can check in later conditions. | Minutes to months |
| Remove the Contact from Group | Removes the contact from a contact group, for example so a rule does not run twice. | Minutes to months |
| Add Contact Tags | Adds tags to the contact. | Minutes to months |
| Remove Contact Tags | Removes tags from the contact. | Minutes to months |
| Update Contact Stage | Moves the contact to a stage, such as Lead or Customer. | Minutes to months |
| Add Contact Notes | Adds a note to the contact. | Minutes to months |
Example
Ask for feedback after your team replies
- Create a rule with the Outgoing Website Messages trigger.
- Add the condition Message Sender equals Human Agent.
- Add the action send Customer Satisfaction Survey (CSAT) with a wait time of 30 minute(s).
Good to know
- Messages sent by your automations also fire outgoing triggers. Add Message Sender equals Human Agent if the rule should only react to your team, or a rule that sends a message can keep triggering itself. See loop protection.
- While a team member has the conversation Open, message rules do not run, so the bot does not talk over a person. Turn on Override Human Agent in the trigger section to run this rule anyway (for example for an opt-out keyword).