Hootsuite Whatsapp Automation
With Hootsuite Social media enquiry WhatsApp follow-up, every social message or comment received automatically triggers a WhatsApp reply, contact update, and support workflow so you can reduce social enquiry resolution time and keep customers engaged.
Why This Workflow Matters
Hootsuite Social media enquiry WhatsApp follow-up ensures no social media enquiry is overlooked. The moment a social message or comment is received, the contact is created or updated, tagged as a social-enquiry, and placed into an engagement automation. This delivers immediate WhatsApp follow-up, assigns support tasks, and tracks replies, helping teams respond faster, organize conversations, and improve social enquiry resolution time across channels.
How the Automation Works
- **Trigger:**
Hootsuite: Social message or comment received.
- **Actions (ac_actions):**
Create/Update contact; add social-enquiry tag; start engagement automation.
- **WhatsApp message (whatsapp_message):**
“Hi {{first_name}}, thanks for reaching out on social media. How can we assist you further? Reply HELP for support.”
- **Follow-up (follow_up):**
Assign support task; track reply so your team can manage responses, prioritize conversations, and ensure each enquiry is handled.
- **KPI (goal_kpi):**
Social enquiry resolution time is the primary metric, letting you measure how quickly enquiries move from initial contact to resolution.
Workflow Table
| Step | Description |
|---|---|
| 1 | Hootsuite: Social message or comment received triggers the automation as soon as someone engages with you on social media. |
| 2 | The system runs Create/Update contact to ensure the social media user is stored or refreshed in your contact database. |
| 3 | A social-enquiry tag is added so all inbound social enquiries are clearly identified and can be segmented or reported on. |
| 4 | Start engagement automation to enroll the tagged contact into your pre-defined follow-up sequence. |
| 5 | Automatically send the WhatsApp message: “Hi {{first_name}}, thanks for reaching out on social media. How can we assist you further? Reply HELP for support.” |
| 6 | Assign support task so the relevant team member knows to review and manage the conversation. |
| 7 | Track reply from WhatsApp to monitor engagement, see who has responded, and guide next steps in the engagement automation. |
| 8 | Measure and optimize social enquiry resolution time based on how quickly enquiries are responded to and resolved. |
WhatsApp Message Variants
Variant 1
Hi {{first_name}}, thanks for reaching out on social media. We’ve received your enquiry and are here to help. How can we assist you further today? Reply HELP for support.
Variant 2
Hi {{first_name}}, thanks for contacting us via social media. To support you better, please let us know what you need help with. Reply HELP for support.
Variant 3
Hi {{first_name}}, we appreciate your message on social media. Tell us how we can assist you further and we’ll respond as soon as possible. Reply HELP for support.
Who Should Use This Workflow
Hootsuite Social media enquiry WhatsApp follow-up is ideal for:
- Customer support teams handling a high volume of social media enquiries
- E-commerce brands that receive product or order questions via social channels
- Service providers managing bookings or service requests from social media
- Agencies offering social media management and engagement automation for clients
- Any business focused on reducing social enquiry resolution time and improving cross-channel customer experience
