An inbound automation is a flow that fires automatically when a customer starts a conversation by sending a specific keyword or phrase. It lets you deliver instant answers, qualify support requests, or convert prospects without any manual work.
Every inbound automation operates within what Meta calls the 24-hour service window. When a customer sends you a message, this window opens.
During these 24 hours, every message you send (text, images, audio, video) counts as a service message. Unlike outbound marketing campaigns, which require paid templates, interactions inside an inbound automation cost nothing. It is the most profitable lever to engage your audience.
The Trigger node is the centerpiece of your automation. This is where you set the exact keyword the system must detect.
No matter where the customer comes from (link, QR code, manual typing), the flow only starts if the received message exactly matches the trigger configured in Kanal. It is therefore crucial to keep your communication assets (buttons, ads) consistent with this setting.
To fire these automations, you will mostly use Click-to-WhatsApp links. This special link format opens the customer's WhatsApp app directly into your conversation.
The standard format is: https://wa.me/VOTRENUMERO (the number must be in international format, without the + or the 00. Example: 33612345678).
You can generate links that pre-fill a specific message in the customer's text field. For example, a link can pre-load the word "SUPPORT" or "PROMO", making it easy for the user to trigger the automation.
Collecting consent (opt-in) is the essential step to build a database you can legally use. Here are nine strategies to multiply your entry points.
The incentive pop-up: Use a pop-up offering an immediate reward (discount, free shipping, exclusive access) in exchange for a WhatsApp opt-in. It is the method with the highest conversion rate.
The Chat Widget: Add the Kanal widget to your store. It acts as a support touchpoint and starts a conversational relationship that can lead to a marketing opt-in.
The button on product pages: Place an "Ask a question on WhatsApp" button next to the add-to-cart button. It removes purchase blockers in real time.
The Shopify checkout: Enable the consent checkbox directly on your checkout page. It is the most effective method to capture qualified customers at the exact moment of purchase.
The thank-you page: After the order is placed, offer the customer package tracking on WhatsApp. It is a high-value service that makes future communications easier to accept.
Email campaigns: Add calls to action in your newsletters to move your email subscribers to WhatsApp, highlighting the channel's exclusivity and speed.
Social media: Use the Click-to-WhatsApp link in your Instagram/TikTok bio, in your stories via the link sticker, or create Facebook/Instagram ads that send people straight to your WhatsApp.
The QR Code: Print QR Codes on your packages, flyers, or packaging. Once scanned, the QR Code opens WhatsApp with a pre-filled message ready for the customer to send.
Customer support: Turn every resolved support ticket into an opt-in opportunity. Once the customer is satisfied, invite them to join your broadcast list to receive exclusive offers.
Once the message is received and the flow starts, you can structure the automated reply using different nodes:
Send a message (media): To send text, but also images, videos, or audio to humanize the brand.
Send a message with a link button: To immediately redirect the user to a specific page of your site or a blog post.
Ask a question (List): To create interactivity. You can offer up to 10 choices as buttons. Based on the customer's answer, you can route the rest of the flow into different branches.
Add a delay: To simulate a human presence by pausing a few seconds or minutes between two messages.
Add to a list: To automatically segment your contacts in your Kanal database based on their interests or their behavior during the conversation.
A successful inbound automation relies on a simple principle: give to receive. By offering immediate value (advice, a discount, package tracking) across your different touchpoints, you naturally grow an engaged, opted-in audience for your future marketing campaigns.
