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Wapi documentation

## Predefined Actions

#### Welcome to WAPI!

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#### 1. Overview

Predefined Actions are the baseline automation layer for your WhatsApp Business ecosystem. They govern how the system responds to common communication scenarios—such as welcome messages, after-hours inquiries, and unassigned chats—without requiring manual agent intervention.

Always-On Communication
Predefined Actions act as your defensive perimeter, ensuring that even when agents are offline or busy, your customers receive instant, professional responses.

#### 2. Dashboard Infrastructure

The Predefined Actions interface is designed for rapid toggle-based management of core system behaviors.

###### Key Controls

- Global Toggle: Instantly enable or disable specific automated behaviors.
- Set Working Hours: Define the temporal blueprint for "Out of Hours" responses.
- Action Library: A centralized view of all system-level automated responses.

Pro Tip: Only keep actions enabled that have been fully customized to reflect your brand voice. A default "placeholder" response can feel impersonal.

#### 3. Action Protocols

Wapi provides six mission-critical automated behaviors to streamline your communication pipeline.

###### Out of Working Hours

Triggers when customers message during your defined offline periods.

"Our team is currently offline. We'll respond at 9 AM tomorrow!"

###### Welcome Message

The initial touchpoint for new contacts entering your pipeline.

"Welcome to Wapi! How can our agents assist you today?"

###### Delayed Reply

Sent if an agent fails to respond within the configured response window.

"Apologies for the wait. An agent will be with you in 2 minutes."

###### Fallback Message

A safety net for when no keywords or flows match the user's query.

"I didn't quite get that. Try choosing an option below."

###### Re-engagement Message

Revives silent chats after a period of user inactivity.

"Still there? Let us know if you have more questions!"

###### Round Robin

Automatically distributes incoming chats equally among active agents.

#### 4. Provisioning Protocol

Standardized workflow for enabling and tailoring your automated system responses.

###### Step 1: Temporal Configuration

- Click on the Set Working Hours button in the top right.
- Define your business days and specific time slots (e.g., Mon-Fri, 09:00 - 18:00).
- Save to anchor the "Out of Hours" logic.

###### Step 2: Action Activation

- Navigate to the Predefined Actions dashboard.
- Enable the toggle for the desired behavior (e.g., Welcome Message).

###### Step 3: Content Tailoring

- Click on the action card to open the editor.
- Customize the message content to align with your brand's tone.
- For "Delayed Reply", configure the wait threshold (e.g., 5 minutes).

#### 5. Strategic Governance

###### Operational Synergy

- Flow Precedence: Automation Flows take precedence over Fallback Messages; fallback only triggers if no flow matches.
- Fair Distribution: Enable Round Robin to prevent agent burnout and ensure 100% lead coverage.
- Engagement Loops: Use Re-engagement messages to drive users back to converted flows or live agent chats.

Troubleshooting: If an action isn't triggering, first verify that the Global Toggle is enabled and that your Working Hours do not conflict with the test time.