GoHighLevel WhatsApp Workflow Examples

Customer Replied, Reply Channel = WhatsApp. Fires the instant a new inbound WhatsApp message lands — whether the sender already exists as a contact or not.

No template required here. Because the contact just messaged you, a 24-hour customer service window is already open, so the reply can be free-form: "Thanks for messaging us — quick one so I get this right: is this a table booking or a delivery order?"

Holds the contact until they answer, with a timeout (30–60 minutes is typical) so the sequence doesn't stall forever on someone who's gone quiet.

Branches on what came back — a keyword match on their reply ("table" vs "delivery"), or simply whether Contact Replied is true or false before the timeout.

Each branch gets its own qualifying question — party size and preferred time for a table booking, delivery address and order items for a delivery order. Still free-form; the window from their first message is still open.

No reply before the timeout: tag the contact (e.g. "WhatsApp — No Response") and route into a longer-term follow-up sequence — see Example 3 for the abandoned-inquiry pattern — instead of leaving them stranded mid-conversation.

Appointment Booked, scoped to the relevant service calendar (colour, facial, blow-dry, and so on).

Sends immediately using an approved "Booking Confirmation" template merging in the treatment, stylist or therapist, date/time, and location. This has to be a template send — the client hasn't messaged this WhatsApp number yet, so free-form text isn't an option regardless of how the workflow is built.

Holds until a moment relative to the appointment itself (e.g. the morning of, or a few hours before the appointment) rather than a flat delay from when the booking happened.

Checks whether the client ever replied to the confirmation, which is really a proxy for whether the 24-hour window is currently open.

Window's open: the status update can be a plain free-form message — e.g. "Running about 10 minutes behind today, so sorry — see you shortly!"

Window's closed: by the time a status update is due, more than 24 hours has usually passed since the confirmation, so this touch needs its own approved template (e.g. "Appointment Reminder", Utility category).

Tag Added (e.g. "Inquiry Answered"), applied the moment an agent sends a substantive reply to their trip question.

Waits for them to respond to the answer they were given, with a timeout of a few hours.

Routes non-responders into the re-engagement branch; anyone who replied exits into the normal conversation flow.

A nested check on time since their last inbound message. Under 24 hours: the window from their original message is technically still open.

Inside the window: a free-form nudge ("Still there? Happy to answer anything else about the Maldives package?"). Outside it: a pre-approved re-engagement template, since the window has closed and free text is no longer an option.

A further wait (e.g. 24 hours) followed by one more Contact Replied check — still silent means one final templated nudge, a "Cold" tag, and an exit, or a handoff into a multi-channel fallback — see Example 4 for that pattern.

Contact Created / Form Submitted, scoped to the trial-membership lead source.

Sends the first touch immediately on an approved "Trial Pass Confirmation" template — no prior WhatsApp message exists yet, so this has to be a template send.

Waits for a WhatsApp reply, with a timeout set deliberately shorter than the full 24-hour window — a few hours is typical — so there's still runway left in the day to try a different channel if WhatsApp goes unanswered.

Replied: the lead continues in a WhatsApp-only nurture, free-form, inside the now-open window — e.g. confirming their first class time. No reply: branches into the fallback path below.

Fires an SMS referencing the same trial pass. SMS doesn't carry WhatsApp's window-and-template rules, so it's a dependable fallback that doesn't hinge on a second template approval.

Waits for an SMS reply with its own timeout; still nothing routes into a final Send Email Action as the last fallback, while any reply on any channel exits the sequence into a normal sales workflow.

Pipeline Stage Changed to "Completed"/"Won", or Invoice Marked Paid.

A short delay (a day or two) so the request doesn't land while boxes are still being unpacked, before the customer has had a moment to actually feel good about the move.

Checks whether the contact messaged recently (e.g. to confirm the move went smoothly), which determines whether the window is open.

Open window: a free-form ask with a direct review link. Closed window: an approved "Review Request" template, since re-initiating contact outside the window still requires one.

Waits a few days for either a reply or a click on the review link.

No click: one further templated reminder, then stop — deliberately not a repeating nag loop. A click: tag as "Reviewed" and exit, optionally into a short free-form thank-you.