Automate WhatsApp Messages: Improve Customer Experience

👋 From My Desk to Yours:
I’m Oliver, and for the past 10 years, I’ve helped companies like Bloom Black, Jasmin Medical Clinic, London City Residence, ArtMen automate their customer chats. The result? 40% faster replies and 25% more sales—just by streamlining WhatsApp.

Today, I’ll show you exactly how I did it, step by step. I can’t say I know everything, I will just share my experience, I hope it would be helpfull.

WhatsApp automation isn’t just a trend—it’s a must-have tool. With 2 billion users, businesses can’t ignore this channel. Automate whatsapp messages to send instant replies, 24/7 support, and ticket updates. Imagine sending order confirmations, appointment reminders, or booking changes automatically. 

We will use SendPulse to handle message delivery and Make.com to automate and trigger message sending.

First, create a WhatsApp Business Account. Use a dedicated phone number or a virtual service like OpenPhone. Once verified, you’ll be ready to set up automated message on whatsapp that work seamlessly.

Setting Up Your WhatsApp Business Foundation

Before we dive into whatsapp business automation, we need a solid base. Let’s start by setting up your account right.

Step 1: Creating and Verifying Your WhatsApp Business Account

1. Download the WhatsApp Business app from your device’s app store.
2. Choose a dedicated phone number—use a personal number or opt for a virtual service like OpenPhone.
3. Verify your number via SMS or phone call. This step is mandatory to activate business features.

Choosing Your Business Phone Option

Essential Settings for Business Profiles

Customize your profile to engage customers effectively:

• Upload a clear business logo.
• Include business hours, address, and website.
• Write a welcoming greeting message—this acts as a basic whatsapp autoresponder.

Configure quick replies for common inquiries and set “away” messages during off-hours. These settings form the backbone of future whatsapp business automation workflows.

Step 2: Connecting to WhatsApp API: The Gateway to Automation

Most tutorials overcomplicate this. Here’s the fast track using SendPulse:

1. Sign up for SendPulse → WhatsApp API section.

2. Copy-paste your API key into Make.com (I am sharing the video below).

3. WhatsApp rejects 70% of templates for vague wording. Check Protip section.

❌ “Hey! Check out our sale!” → Rejected (too promotional).
✅ “Your order #1234 shipped. Track here: [link].” → Approved in 1 day

You can start watching from 3:18, where the setup process begins.

This setup opens doors to automation workflows, from order confirmations to customer support. Once connected, the API becomes your bridge to scaling outreach without manual effort. Next, we’ll explore how to craft effective message templates to maximize engagement.

Protip: Understanding WhatsApp Message Types and Templates

Learning about whatsapp message automation begins with understanding message types. There are two main types of messages: those started by users and those started by businesses. We’ll explore how each works and how to create templates that meet WhatsApp’s standards.

User-Initiated vs. Business-Initiated Messages

When customers message you first, you have 24 hours to reply freely. For messages you start, bulk whatsapp messaging needs approved templates. Here’s the main difference:

• User-initiated: Customers message you first, allowing unlimited replies within 24 hours.
• Business-initiated: Templates must be approved by WhatsApp before use, ensuring messages align with user consent and quality guidelines.

Creating Approved Templates

Start by using WhatsApp Business Manager to create templates. Here’s how:

1. Login to your WhatsApp Business Manager account.
2. Select “Message Templates” under the settings menu.
3. Choose a category (e.g., promotional, transactional) and fill fields with dynamic variables like {order number} or {delivery date}.
4. Preview and submit for review—approvals can take 1–3 business days.

Boost Approval Rates with These Tips

Step 3: How to Automate WhatsApp Messages Using Make.com

Here’s how to get started:

1. Link Your Account: Log into Make.com and add your SendPulse API service via the app integrations menu. Input your API credentials when prompted.
2. Design Your Workflow: Drag-and-drop modules to map triggers (like new form submissions) to actions (sending WhatsApp messages). Use variables to personalize messages with customer data.
3. Test & Deploy: Preview your workflow in the simulator before enabling it live. Adjust message templates as needed.

This video explains how to trigger a WhatsApp message when new information is added to Google Sheets or any database. While the video demonstrates a direct connection to WhatsApp, we use SendPulse instead. In Make.com, you can add SendPulse as a new module instead of connecting directly to WhatsApp. Just start watching from 2:07

With this much understanding you can cover different business scenarios like

• Automated order confirmations synced with Shopify or WooCommerce
• Appointment reminders triggered by Google Calendar events
• Support ticket alerts sent when new Zendesk tickets are created

Protip 2: Track Metrics That Drive Results

Keep an eye on delivery rates, response times, and conversion rates through your API dashboard. For example, I track read receipts to find out when people are most active. This helps me adjust when I send messages.

Tools like Make.com’s analytics show which templates get the most action. This helps me decide what content to use next.

Optimize with Precision

• Run A/B tests on message phrasing and CTAs to see what resonates best.
• Time messages to align with customer activity—like sending promotional alerts during lunch breaks or after-work hours.
• Use customer data to personalize content. For instance, past purchase history can trigger tailored follow-up messages.