uTalk by Umbler
MessagingAutomate WhatsApp customer service in a uTalk organization, sending messages and approved templates and scheduling follow-ups. Agents work the queue and escalate what needs a person.
What This Integration Enables
uTalk is a service desk that happens to run on WhatsApp. That framing explains the shape of the surface better than calling it a messaging connector does. There are sectors, which are the departments conversations are routed between. There are assigned members, tags, quick answers that agents already use, chatbots you can hand a conversation to, and a chat state machine with open, waiting and closed. Forty-one actions, and the majority of them are about the conversation as a unit of work rather than about the message as a payload. If your WhatsApp operation has a queue and a rota, this connector speaks your language.
The piece worth building around is Schedule Message. It queues a message or an approved template for a future moment and can be told to cancel itself when the customer replies, when a team member replies, or when the chat is closed. That is a reminder system that knows when to stop, and it removes an entire class of embarrassment from automated follow-up. Around it sit the practical guards a Business API channel needs: Check WhatsApp Number before spending a credit, List Templates to confirm how many placeholders a template expects, Get Organization Credits before a batch, and Send Template Message as the only way to open a conversation outside the 24 hour service window. Send Message creates the contact and the chat automatically when they do not exist, so no lookup is needed first. There is no trigger, because uTalk exposes webhook subscriptions as read-only with no endpoint to create one, so subscriptions are set up in the uTalk interface and List Webhooks lets a flow audit what exists.
Without FlowRunner
With FlowRunner
Use Case Scenarios
A reminder sequence that stops when it should
A consultation is booked in Calendly. The agent runs Find Contact By Phone, creates the record with Create Contact if it is new, and calls Check WhatsApp Number so a template credit is not spent on a landline. It then calls Schedule Message twice, once for 24 hours out and once for two hours out, both configured to cancel when the customer or a teammate replies. When the customer writes in that evening to ask about parking, both reminders cancel themselves and the conversation continues with a person. When they do not, the reminders arrive as intended. Set Contact Custom Field records the booking reference against the contact so the agent picking up the chat sees which appointment this is about.
The voice note that gets read, routed and answered
A customer sends an audio message rather than typing. The agent calls Transcribe Message Audio to convert it to text, classifies the intent, and acts on the result. Billing questions get Add Tags To Chat with the billing tag and the chat surfaces to that sector. Simple status questions get Start Bot In Chat, handing the conversation to the uTalk chatbot that already answers them. Anything the classifier is not confident about gets Mark Chat As Unread instead, which pushes it back into the team's view rather than quietly resolving it. The distinction between what the agent answers and what it deliberately returns to a person is the whole design, and this connector gives both a real operation.
CRM records that stay in step
Contacts change in RD Station and the agent keeps uTalk aligned. Find Contact By Phone resolves the record, Update Contact writes the name, email and tag set, and Set Contact Custom Field stores the plan name and renewal date where agents can see them. On the way back, List Contact Notes reads what agents recorded during conversations and writes the useful parts to the CRM, so the knowledge that only exists in the inbox stops only existing in the inbox. The sync runs one way for structured fields and the other way for human observations, which is usually the right split.
Human-in-Loop Highlight
Set Contact Blocked is the operation this connector should never run unattended in one direction. Blocking is how uTalk honours an opt-out: a blocked contact stops receiving messages from the organization. Unblocking reverses that, and the systems feeding the sync have no idea it happened. A CRM record refreshed from an import, a contact re-created by a form fill, a tidy-up job that reconciles two lists, any of these can produce an instruction to unblock someone who deliberately asked you to stop. The API will comply. So the agent stops there. It collects the contacts the sync wants to unblock, pulls List Contact Notes and List Contact Chats for each so the reviewer can see when and how the block was applied, and posts the set: "The CRM sync would unblock 6 contacts. 4 were blocked after an explicit stop request recorded in a note. 2 have no recorded reason. Unblock the 2 unexplained, unblock all, or none?" Somebody who can be accountable for that answer gives it. This is the digital andon cord in its plainest form: the agent notices that the next step would undo a customer's own decision, and it stops the line instead of proceeding. Delete Contact deserves the same treatment, since it removes the record while the conversations stay in the inbox.
Agent Capabilities
41 actionsMessaging
8- Send Message Sends a WhatsApp message from one of the organization channels to a phone number, creating the contact and the chat automatically when they do not exist, so no lookup is needed first. Supply message text, a file URL, or both. WhatsApp only accepts free text inside an open 24 hour service window.
- Send Template Message Sends an approved WhatsApp template, which is the only way to open a conversation outside the 24 hour service window. Placeholder values are supplied in order as a list of strings, and the contact and chat are created automatically when they do not exist.
- Get Message Retrieves a single message by identifier with its content, direction, delivery state and the chat it belongs to.
- Get Message Delivery States Returns the delivery state history of a message, showing when it was sent, delivered to the handset and read by the recipient. This is how a flow confirms a notification actually reached the customer.
- Delete Message Deletes a message from a chat. On WhatsApp channels this also revokes the message for the recipient when it is still within the deletion window WhatsApp allows.
- Transcribe Message Audio Converts the audio of a voice message into text so a flow can read what the customer said. It applies only to messages carrying an audio recording.
- Resend Message Retries delivery of a message that previously failed without composing it again, which makes it a clean recovery step after a temporary channel outage.
- Forward Message Forwards an existing message into one or more other chats, preserving its content and any attachment.
Scheduled Messages
3- Schedule Message Queues a message or approved template for delivery at a future moment. The schedule can be cancelled automatically when the customer replies, when a team member replies, or when the chat is closed, which is how reminder and follow-up sequences avoid arriving after they stopped being true.
- List Scheduled Messages Returns messages queued for future delivery in the organization so a flow can review or reconcile pending reminders.
- Cancel Scheduled Message Removes a message from the delivery queue before it is sent. Messages already delivered cannot be cancelled.
Chats
9- List Chats Returns conversations with filters for open, waiting or closed state, read state, sector, tags, assigned members and channels. This is the main way a flow finds the conversations it should act on.
- Get Chat Retrieves a single conversation by identifier with its contact, channel, sector, tags, assigned members and current open or closed state.
- Get Chat Messages Returns messages around a point in a conversation, paging backwards or forwards from a supplied event timestamp, so a flow can read recent history before deciding how to respond.
- Close Chat Marks a conversation as finished and removes it from the active service queue, typically at the end of an automated flow so agents are not shown a chat that needs no further work.
- Mark Chat As Read Clears the unread badge on a conversation, useful after a flow has processed the incoming messages itself.
- Mark Chat As Unread Flags a conversation as unread so it resurfaces for the team. This is the operation an agent uses to say it is deliberately not handling something.
- Add Tags To Chat Applies one or more tags to a conversation for later filtering and reporting, keeping the tags already on the chat.
- Remove Tag From Chat Removes a single tag from a conversation while leaving the chat and its other tags in place.
- Start Bot In Chat Hands a conversation over to a uTalk chatbot flow, letting an external system decide when automation should take over from a human agent.
Contacts
13- List Contacts Returns contacts with optional free-text search, tag filtering, blocked or active state and sorting, paged with take and skip.
- Create Contact Adds a contact with a phone number as its key identifier, plus optional name, email, landline, gender, source and tags. Used to push customers from a CRM into uTalk before messaging them.
- Get Contact Retrieves a single contact by identifier with its phone number, email, tags and blocked state.
- Find Contact By Phone Looks a contact up by phone number, which is the reliable way to decide between creating a new record and updating an existing one when syncing from another system.
- Check WhatsApp Number Checks whether a phone number is reachable on WhatsApp before a flow attempts to message it, so template credits are not spent on numbers with no WhatsApp account.
- Update Contact Changes the stored details of an existing contact including name, email, landline, gender, profile picture and the full set of tags applied to it.
- Delete Contact Removes a contact from the organization. Conversations previously held with the contact stay in the inbox.
- Set Contact Blocked Blocks or unblocks a contact. Blocked contacts stop receiving messages from the organization, which is how opt-out requests are honoured, and unblocking reverses a decision the customer made.
- List Contact Chats Returns every conversation held with a given contact, so a flow can continue an existing thread instead of opening a new one.
- Add Contact Note Attaches an internal note to a contact, visible to agents in the uTalk interface and never delivered to the customer, which makes it a good place to record context from another system.
- List Contact Notes Returns the internal notes recorded against a contact, newest first, so a flow can read the history agents have built up.
- Set Contact Custom Field Writes a value into a named custom field on a contact, creating the value if it is not set yet. This is how external data such as an order number or plan name is stored against a person.
- List Contact Custom Fields Returns the custom field values stored on a contact, letting a flow read data an agent or another integration wrote earlier.
Organization
8- List Channels Returns the messaging channels connected to the organization with their phone numbers, one of which is used as the From Phone when sending.
- List Templates Returns the approved templates available in the organization together with their placeholder counts, which an agent reads before Send Template Message to confirm how many parameters to supply.
- List Tags Returns the tags defined in the organization. The identifiers are what the chat and contact tagging operations expect.
- List Sectors Returns the service sectors configured in the organization, such as Sales or Support, which conversations are routed between.
- List Bots Returns the chatbots configured in the organization, whose identifiers Start Bot In Chat accepts.
- List Quick Answers Returns the saved canned replies available to agents, which a flow can reuse so automated messages match the wording the team already uses.
- Get Organization Credits Returns the messaging credit balance of the organization, so a flow can pause a broadcast before credits run out rather than after.
- List Webhooks Returns the webhook subscriptions configured on the organization with their target URLs. Subscriptions are created in the uTalk interface; this operation lets a flow audit which ones exist.
Frequently Asked Questions
What can FlowRunner do with uTalk by Umbler?
FlowRunner agents can run Send Message, Send Template Message, and Get Message in uTalk by Umbler, plus 38 more actions.
Does connecting uTalk by Umbler to FlowRunner require OAuth?
No. uTalk by Umbler connects to FlowRunner with an API key, no OAuth flow required.
Can uTalk by Umbler trigger a FlowRunner workflow automatically?
uTalk by Umbler doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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