Using Power Automate to Automate WhatsApp Messages

WhatsApp is one of the most widely used messaging platforms for customer engagement and communication. By integrating WhatsApp with Power Automate, businesses can automate notifications, reminders, customer interactions, and alerts. Since Power Automate does not have a native WhatsApp connector, integration is typically achieved using third-party services like Twilio, WhatsApp Business API, or WATI.

This guide will walk you through automating WhatsApp messages using Power Automate and Twilio’s WhatsApp API.

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Step 1: Set Up WhatsApp Business API or Twilio

1.1 Get a Twilio Account

Twilio provides a WhatsApp API for automated messaging. Follow these steps to set up Twilio:

1. Go to Twilio.
2. Sign up for an account.
3. Verify your phone number.
4. Navigate to Messaging > Try WhatsApp.
5. Request access to WhatsApp Business API (if not already enabled).
6. Copy your Account SID, Auth Token, and WhatsApp-enabled Twilio number.

1.2 Access Power Automate

1. Go to Power Automate.
2. Sign in using your Microsoft account.
3. Click Create to start a new flow.

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Step 2: Create an Automated Flow

2.1 Choose a Trigger

1. Click Create and select Automated cloud flow.
2. Name your flow (e.g., “Send WhatsApp Message on Form Submission”).
3. Choose a trigger based on your use case, such as:
   • Microsoft Forms: When a new form response is submitted.
   • SharePoint: When a new item is created.
   • Power Apps: When a button is clicked.

For example, if using Microsoft Forms:

1. Select When a new response is submitted (Forms trigger).
2. Choose the form from which you want to collect responses.

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Step 3: Define Actions in Power Automate

3.1 Get Form Data (If Using Forms)

1. Click + New step.
2. Search for Microsoft Forms and select Get response details.
3. Choose the form and map dynamic content (e.g., phone number).

3.2 Send a WhatsApp Message via Twilio

1. Click + New step.
2. Search for Twilio and select Send an SMS (used for WhatsApp messages).
3. Sign in using your Twilio Account SID and Auth Token.
4. Configure the message details:
   • From: Your Twilio WhatsApp-enabled number (e.g., whatsapp:+14155238886).
   • To: The recipient’s WhatsApp number (use dynamic content if sending to form users).
   • Body: Customize your WhatsApp message (e.g., "Hello, thank you for your submission! We will contact you soon.").
5. Click Save and Test the flow.

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Step 4: Automate WhatsApp Notifications for Business Use Cases

Scenario 1: Send Order Confirmation via WhatsApp

1. Choose a trigger: When a new order is created in SharePoint or Excel.
2. Extract order details.
3. Use Twilio’s Send an SMS action to send a WhatsApp message:
   • “Your order #12345 has been confirmed. Expected delivery: 3 days.”

Scenario 2: Send a WhatsApp Reminder for Appointments

1. Choose a trigger: When an event is approaching in Outlook Calendar.
2. Extract appointment details.
3. Send a reminder message:
   • “Reminder: Your appointment with Dr. Smith is tomorrow at 3 PM.”

Scenario 3: Notify Support Teams About New Tickets

1. Choose a trigger: When a new support ticket is created in Microsoft Teams or ServiceNow.
2. Extract ticket details.
3. Send a WhatsApp message to support staff:
   • “New urgent ticket: Server downtime reported by client.”

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Step 5: Monitor and Manage Your Flow

1. Navigate to My Flows in Power Automate.
2. Click on the flow to check its run history.
3. If errors occur, troubleshoot them under the Run history tab.