How to add WhatsApp to a flow

Learn how to add a WhatsApp message action to a flow. Like SMS or push notifications, you can use WhatsApp in combination with email flows to reach your audience in their preferred channel.

Before you begin

Make sure to do the following before using WhatsApp with flows:

• Connect your WhatsApp Business account to Klaviyo.
• Import or collect WhatsApp marketing consent.
• Create WhatsApp templates specific to your flows and get them approved by Meta before setting your WhatsApp messages live.

Which flows to add WhatsApp to

You can use WhatsApp in any flow where you're currently using email.

The first 2 flows to add WhatsApp to are:

• Abandoned cart flow
• Browse abandonment flow

For welcome series flows, it’s best practice to create separate flows for email and other channels such as text messaging or WhatsApp as customers may sign up to receive messages from each at separate times. With all other flows, add WhatsApp to your existing email flows.

Add a split to check for consent

If you’re adding WhatsApp to an existing flow, first add a split to check if someone has subscribed to WhatsApp marketing. Follow the steps for the component shown in your sidebar: Split or Conditional split.

1. In the flow builder, drag Split from the left sidebar and drop it right before the first email. Your email messages move onto Path #1, leaving Everyone else for WhatsApp. If your sidebar shows Conditional split, drag that instead; your email messages move onto the YES path, leaving NO for WhatsApp.
2. Click the split. For Split, click Add path criteria on Path #1.
3. In the details sidebar, add the following condition: If someone can or cannot receive marketing > cannot receive > WhatsApp marketing. Using “cannot receive” keeps your email messages on Path #1 (or the YES path for a conditional split). Profiles who can receive WhatsApp marketing follow Everyone else (or the NO path). Profiles on the email path must still meet the email’s sending requirements.
4. Click Save. If the path editor shows Apply instead, click Apply, then click Save in the split’s main panel.

Add a WhatsApp action to the flow

To add a new WhatsApp message into a flow:

1. In the flow builder, drag the WhatsApp action from the left sidebar and drop it on the flow canvas. If you added the consent split above, place WhatsApp on Everyone else for Split, or on NO for Conditional split.
2. Click on the WhatsApp message in the flow.
3. In the details sidebar, under Content, click Use template.
4. Click on the name of the template you want to use.
5. Click Use template.
6. In the Settings section of the sidebar, turn off Smart Sending if you want. This is on by default.
7. Change the status of the WhatsApp message to Live, then click Save. Check that the message status shows Live.