Start with a specific customer journey
Choose a useful purpose, such as confirming an appointment or sharing a service update. Establish the appropriate recipient, the permission to contact them and the message content. Your WhatsApp Business setup and applicable provider requirements determine the available delivery methods and templates. Make sure a reply reaches a team that can respond, with enough CRM context to understand why the message was sent.
Handle replies, failures and changing preferences
Automated messaging should have an owner who can investigate a failed delivery or an unexpected response. Define how staff take over a conversation and what happens outside the team's working hours. Keep contact preferences current and avoid sending the same message from several overlapping rules. Before launch, test a complete journey from the CRM event to the recipient and back to the responsible team. Provider charges and account prerequisites belong in the agreed integration scope.