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How to automatically reply to people who come from a "Click to WhatsApp" ad or your Facebook Page button

In Automation › Workflows, create a workflow with the Click to WhatsApp Ads trigger, optionally filter by ad or post, and add actions (send a WhatsApp message, tag, assign, move in the pipeline). Replying within the first 24 hours opens a free 72-hour conversation.

Updated on

Before you start

  • The WhatsApp number in the ad (or on the Facebook Page button) must be the number connected to Elooo CRM.
  • You need access to Automation to create workflows.
  • Have the ad or post ID (or its URL) handy if you want the workflow to react only to a specific campaign.
  • This trigger fires when a customer on an Android or iOS phone taps a "Click to WhatsApp" ad or the WhatsApp button on your Facebook Page and sends the first message.
Where to find it

Automation › Workflows › Create Workflow › Add New Trigger › Click to WhatsApp Ads

Step by step

Create the trigger

  1. In the left menu, open Automation and click Workflows.
  2. Click Create Workflow and start from scratch.
  3. Click Add New Trigger and choose Click to WhatsApp Ads.
  4. (Optional) Click Add filters to limit the trigger to one campaign: by Ad ID, Post ID, Ad / Post URL, Headline or Source Type (ad or Page button).
  5. Save the trigger.

Add the actions

  1. Click the + under the trigger and add the Send WhatsApp Message action with your instant reply (for example, "Hi! We got your message, how can we help?").
  2. Add whatever organizing actions make sense: Add Tag (for example, "ad-lead"), Assign User, Create Opportunity in a pipeline stage, or a webhook.
  3. To personalize the message by ad, use the fields where Elooo CRM stores the contact's Ad ID and campaign name.
  4. Save and publish the workflow.
  5. Test it: from a phone, tap the ad or the Page button, send a message and confirm in Conversations that the auto-reply went out.

Tips

  • Always reply within the first 24 hours. When you do, a free entry point conversation of 72 hours opens, during which you can send templates at no additional cost.
  • Within those 72 hours, free-form messages (non-template) still depend on the 24-hour customer service window: if the customer doesn't write again, after 24 hours you can only send templates.
  • Create one workflow per campaign using the Ad ID filter, instead of cloning the whole workflow, so you can measure each one separately.

Common problems

  • The workflow doesn't fire → Make sure the ad points to the number connected to Elooo CRM, the workflow is published, and the filters (ID, URL, headline) match the ad exactly.
  • It fires for every ad and I only wanted one → Add the Ad ID or Post ID filter on the trigger.
  • I can only send templates to the lead → More than 24 hours passed without a reply. The free conversation didn't open; send an approved template to re-engage.
  • The contact arrived but without ad data → The customer messaged the number directly, not through the ad or Page button. In that case, the regular Customer Replied trigger is the one to use.

Frequently asked questions

What is the free 72-hour conversation?

When a customer messages you from a Click to WhatsApp ad or the Page button and you reply within 24 hours, a 72-hour conversation opens (counted from delivery of your reply) with no message charges, templates included. It closes any other open conversations with that customer until it expires.

Does it work for Instagram?

The trigger covers Meta's Click to WhatsApp ads and the WhatsApp button on your Facebook Page.

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