Automated email & WhatsApp journeys
Follow up with new leads automatically, and win back people who started but didn't finish.
5 min readFor Admins
1. Connect your sending channels (once)
- 1Open Workspace → Automation sending.
- 2Email: enter your SMTP details (Google Workspace, Zoho, Microsoft 365, Amazon SES…) and click Send test. Set up SPF, DKIM and DMARC for your domain so mail reaches the inbox.
- 3WhatsApp: choose Interakt, AiSensy or Gupshup, paste the API key, and send a test with one of your approved templates.
- 4Check the daily limits and quiet hours (by default nothing is sent between 21:00 and 09:00; messages wait until morning).
2. Ask for marketing consent
In a popup's lead form turn on Ask for marketing consent. It adds a second checkbox that is never pre-ticked. Only people who tick it receive journeys set to opted-in contacts.
3. Build a journey
- 1Open Engage → Journeys → New journey.
- 2Choose the trigger: A new lead arrives (optionally only from one popup or connector) or A known contact does an event: for example
add_to_cart, for cart reminders. - 3Add steps: Send email, Send WhatsApp (an approved template), Wait, and Stop if… the contact converted or did another event.
- 4Save the draft, then Save & activate.
Abandoned cart: trigger event add_to_cart → Wait 2 hours → Stop if event purchase → Send WhatsApp cart_reminder → Wait 1 day → Stop if converted → Send email
Good to know
- Personalise with
{{first_name}},{{name}},{{company}}and{{site_name}}. - Every email includes an unsubscribe link; unsubscribed people are never contacted again by any journey.
- All contacts (instead of opted-in only) needs you to write down your lawful basis: for example replying to quote requests. It's saved in the audit log.
- Pause a journey to edit it. People already in it continue from where they were when you resume.
- Event triggers only work for visitors who have left their details before (they're a known contact).