What Is a WhatsApp Journey?

A WhatsApp Journey is an automation that sends a WhatsApp message to a lead when a specific lead event occurs, such as lead creation or lead update.

WhatsApp Journeys are commonly used to:

• Send instant welcome messages
  
• Notify leads when their status changes
  
• Automate lead communication without manual intervention
  

Where Is the WhatsApp Journey Created From?

A WhatsApp Journey can be created directly from the WhatsApp template using the three-line (options) menu, which links the template to a journey flow.

Creating a Journey for an Existing WhatsApp Template
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To Start Creating a Journey from a WhatsApp Template, Follow These Steps:

1. Click the three-line (options) icon associated with the WhatsApp template.
   
2. Select Journey.
   

The Journey creation page will open.

To Create a New Journey, Follow These Steps:

1. Click New Journey.
   
2. Enter the Journey Name.
   
   • It is recommended to use the same name as the WhatsApp template.
     
3. Select the Start Date.
   
4. Select the End Date.
   
5. Click Next.
   

To Select the Application and Trigger Event, Follow These Steps:

1. Select Leads as the application.
   
2. Choose the trigger event:
   
   • Lead Creation
     
   • Lead Update
     
   • Lead Conversion
     
3. Select Lead Update.
   
4. Click Next.
   

To Define the Trigger Condition, Follow These Steps:

1. Select the condition field as Lead Stage.
   
2. Choose the operator as Equals.
   
3. Select the value as Fresh.
   
4. Click Next.
   

This ensures the WhatsApp message is triggered only when a lead’s stage is updated to Fresh.

To Configure the WhatsApp Engagement, Follow These Steps:

1. Select When the engagement should trigger and choose Immediately.
   
2. Select Engagement Type as WhatsApp.
   
3. Select Engagement Audience as External.
   
4. From the WhatsApp Template dropdown, select the template created in the Content Manager.
   
5. Click Save.
   

The WhatsApp engagement is now configured.

How Many Engagements Can Be Added to One Journey?

• You can add up to 10 engagements in a single journey.
  
• Click Add to configure additional engagements if required.
  

To Activate the WhatsApp Journey, Follow These Steps:

1. Review the journey configuration.
   
2. Click Go.
   
3. Confirm the action when prompted.
   

The journey will be activated successfully.

What Happens After the Journey Is Activated?

Once the journey is active:

• Whenever a lead’s stage is updated to Fresh
  
• The configured WhatsApp message is sent immediately to the lead
  
• The process runs automatically within the defined date range
  

What Is the Benefit of Using WhatsApp Journeys?

WhatsApp Journeys help teams:

• Respond instantly to lead updates
  
• Automate real-time communication
  
• Maintain consistent messaging
  
• Reduce manual follow-ups
• Improve lead engagement and response rates.