Getting Ready for Inbound Conversations
Last updated
Last updated
In this document, we will help you to prepare for inbound conversations. An inbound conversation happens when a customer sends you the first message and you respond to continue the chat. However, chatting with customers on WhatsApp is not as simple. WhatsApp has its set of rules for messaging. Here are some of the topics that we’ll cover for WhatsApp Inbound Conversations:
Understanding Customer Service Window
Submit and Send a WhatsApp Message Template
Adding a WhatsApp button to your Facebook page
A Customer Service Window is the 24-hour period when a customer initiates a conversation with your business. Once you reply to the customer, a service conversation will be opened. Once it has been more than 24 hours since customers last messaged you, you will be outside the customer service window. You can use a message template if you need to follow up with a customer.
A WhatsApp message template is sent outside the Customer Service Window and will reopen conversations with customers. This will help you follow up with customers that have not replied. We have prepared a sample message template that you can send as a follow-up to your customers.
“Hello {{1}}, I'd like to follow up on our previous conversation. Is there anything else you need assistance with? Let me know and I'll be happy to help.”
However, you will need to for approval first.
You need to have sufficient balance to send message templates. You can top-up your credits in your WhatsApp Fees on the IS-Mesenger platform. Learn more about WhatsApp Fees here.
Click the Send Message Template button in the messaging bar.
Select the sample template to send to your Contact.
Add the parameter text ($contact.name).
Review the information and click Send.
A WhatsApp Business Account (WABA) linked to your phone number.
A Facebook Business page.
On your Facebook page, click Settings.
Click Linked Accounts.
Select WhatsApp on the left panel and enter the phone number used for your WABA.
Click Send WhatsApp Code to verify your number. You will receive a code on WhatsApp.
Enter the code and click Confirm.
Click Add Button to add the WhatsApp button to your Facebook page.
You can also create and use your own message templates. Learn more .
Adding a WhatsApp button to your Facebook page is a simple and effective way to get customers to message you. When a customer clicks the button, this opens a free entry point conversation where you will get a 72-hour window, unlike the regular 24-hour customer service window. This gives you more time to respond to customer inquiries and provide them with the assistance they need without additional charges.
Learn more about how you can .
You’ve learned about Customer Service Window, sent a message template to follow up on your customers and added an entry point for customers to reach out to you. You’re ready for the next step - .