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Route Leads from HQ to Outlets

For businesses with multiple outlets, this workflow captures leads on a central WhatsApp number (HQ) and routes them to the appropriate outlet based on their response.

How it works​

  1. A lead messages HQ.
  2. HQ sends an automated message asking the lead to choose an outlet.
  3. The lead replies with their choice.
  4. HQ sends a confirmation and triggers the outlet's workflow via webhook.
  5. The outlet sends a follow-up message to the lead.

Setup​

This requires two workflows: one on HQ and one on each outlet.

HQ workflow​

Trigger: Contact Created

Actions:

  1. Send WhatsApp — ask the lead to choose an outlet:

    Hi! Let us know which is your preferred outlet:

    Reply "1" for Orchard
    Reply "2" for Somerset
    Reply "3" for Novena

  2. Wait For Reply — pause until the lead responds (timeout: 24 hours).

  3. IF/ELSE — check the reply:

    • Branch 1: reply is 1 (Orchard)
    • Branch 2: reply is 2 (Somerset)
    • Branch 3: reply is 3 (Novena)

  4. Under each branch, add:

    • Send WhatsApp — confirmation message (e.g., "You have chosen Orchard. Our outlet manager will reach out shortly.")
    • Webhook — POST request to the outlet's inbound webhook URL with the lead's details: 
      {
        "first_name": "{{contact.firstName}}",
        "phone": "{{contact.phone}}"
      }

Outlet workflow​

Set up on each outlet's WhatsApp number.

Trigger: Inbound Webhook (with first_name and phone in the payload schema)

Actions:

  1. Create / Update Contact — maps the webhook payload to contact fields (automatically added with the inbound webhook trigger).

  2. Send WhatsApp — follow-up message:

    Hi {{first_name}}, we're excited to be part of your child's art journey.

    Please let us know:
    - Your name
    - Your child's age
    - Your preferred programme

Extensions​

Handle invalid responses​

Add an Else branch to the IF/ELSE action with:

  1. Send WhatsApp — ask the lead to reply with a valid option
  2. Go To — redirect back to the Wait For Reply step (set an iteration limit to prevent infinite loops)

Handle varied responses with AI​

Add an AI Model action after Wait For Reply to interpret natural language responses (e.g., "I want Orchard", "Option 3", typos). Configure it to output keywords like $CHOSEN_ORCHARD, then update the IF/ELSE conditions to check the AI output.