WhatsApp

With this guide you will learn how to configure the WhatsApp channel in your campaigns. The configuration is simple and will allow you to manage WhatsApp interactions quickly and efficiently. Let's get started!

Prerequisites

Before configuring the WhatsApp channel, make sure you have:

• Campaign created: you must have at least one campaign created where you can configure the channel. If you don't have one yet, you can create it through the following campaign creation guide.
• WhatsApp Connector: you need a WhatsApp connector previously configured. Check the connectors guide if you haven't created one yet.

General

In this section you configure parameters related to the functioning of the channel.

Available settings

• Status: allows you to enable or disable the channel. If disabled, interactions cannot be managed through the channel.
• Connector: select the WhatsApp connector that will be used to initiate and receive interactions. If you haven't created one yet, you can do it from here by pressing the + icon. If you have questions about how to create and configure the connector, you can use the following connectors guide.
• Phone number: select the WhatsApp number that will be used to initiate and receive interactions.
• Strategy: defines how incoming interactions will be distributed among available users. See strategies. Make sure to select the strategy that best suits your business model.
• Service level: establishes the maximum desired time in seconds for an interaction to be attended. The campaign dashboard will show the compliance percentage. If the time is exceeded, the interaction will still be attended, but it will only affect the Service Level metric.
• Max. interactions: defines the maximum number of SMS interactions that can remain in the queue waiting to be attended. Once the limit is reached, new interactions will not enter until space is freed in the queue. If set to 0, there will be no maximum interactions.
• Maximum transfer time: maximum time in seconds that the user who received a transfer has to attend it. After this time, the interaction will return to the original user who transferred it. If set to 0, transfers will have no time limit.
• Maximum time in queue: maximum time in seconds that an interaction can remain in the queue waiting to be attended. After this time, a Bot configured in the Automations section can be executed.
• Out of hours: message that will be automatically sent to the customer when they try to communicate and the campaign is out of hours.
• Inbound blacklist: if enabled, messages from numbers included in the Blacklist will not enter the queue and will be automatically rejected.
• Outbound blacklist: if enabled, users will not be able to send messages to numbers that are in the Blacklist.

Automations

In this section you can configure different types of Bots to automate responses and processes in the WhatsApp channel.

Available settings

• Bot on start: select a previously created Bot that will interact with the customer automatically when their interaction enters the queue. For example, you can configure a Bot that sends an initial response confirming receipt or requesting additional information.
• Bot on finish: select a Bot that will be executed automatically when the user finishes the interaction. It's ideal for sending satisfaction surveys, requesting feedback, or providing additional information.
• Bot after timeout: select a Bot that will be executed automatically if the interaction exceeds the maximum time in queue without being attended. It can send a message apologizing and requesting that the customer contact at another time.

Frequently Asked Questions

What are Meta message templates and when should I use them?

Templates are pre-approved messages by Meta necessary to initiate conversations with customers or respond after 24 hours of their last message.

Are multimedia files received automatically?

Yes, images, videos, documents, audios, and locations sent by customers are received automatically and are available to the user. Users can also send these types of messages through the Inbox.

Can I see if the customer read my message?

Yes, WhatsApp provides delivery and read confirmations when the customer reads the message, if the customer has this option enabled.

What happens if a user doesn't respond to a message within 24 hours?

The user can still respond, but must use a pre-approved message template instead of free text.

Can I use emojis in messages?

Yes, you can send emojis through the Inbox, both in messages and in pre-approved templates.

How does the Blacklist work in WhatsApp?

If you enable the inbound Blacklist, messages from blocked numbers will not enter the queue. If you enable the outbound Blacklist, users will not be able to send messages to those numbers.