When using the Journey Facilitator to create a customer journey for the WhatsApp Business channel, you can leverage the decision box to create different paths within your journey. These paths are based on the customer's interaction with outbound messages sent on WhatsApp, specifically whether the message has been read or replied to.

By incorporating the decision box in your journey, you can design customized actions and the next steps for each scenario. For instance, if the customer reads the message but doesn't reply, you can set up a specific path that triggers a follow-up message or assigns a task to an agent for further engagement. On the other hand, if the customer replies to the message, you can create a separate path that handles the reply and initiates appropriate actions in response.​

To add an auto nudge in a Journey

1. On the Journey Builder, click Start to initiate the journey.

2. Add a decision box and create different paths in your journey based on whether an outbound message sent to the customer on WhatsApp has been read or replied to.

3. Add a path and give it a name. In the Condition box, select the condition as Outbound Message>Read Contains True to take action when an outbound message sent to the customer on WhatsApp has been read.

4. Add another path as Outbound Message>Replied To Contains True to take action when an outbound message sent to the customer on WhatsApp has been replied to.

   

5. Next, you can add specific actions or follow-up steps depending on the customer's response behavior.

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6. Click Save & Deploy at the bottom.