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When a customer starts a WhatsApp conversation, it appears in the inbox like any other conversation, whether it is assigned to an agent or not. In this case, the agent assigned to the conversation can send any type of content to reply to the customer: text, image, message template, file....
WhatsApp conversations in inbox
FROGED's WhatsApp integration allows you to manage WhatsApp conversations from the omnichannel inbox. This way, customers have multiple communication channels available to contact customer service or the company, and vice versa.
Reply to a WhatsApp conversation
When a customer starts a WhatsApp conversation, it appears in the inbox like any other conversation, whether it is assigned to an agent or not. In this case, the agent assigned to the conversation can send any type of content to reply to the customer: text, image, message template, file....
Switch channel to WhatsApp in a conversation
Each conversation with a customer takes place on one communication channel, but the agent can switch to another active channel in the FROGED inbox if he/she deems it appropriate. This can happen for a number of reasons: to reduce response time, customer preference, to speed up resolution....
In the case of WhatsApp, in order to use this channel with the customer, it is necessary to have the customer's WhatsApp number stored. It is important that the number has the correct format and prefix (e.g. +34 612 345 678).
When a conversation is transferred from a channel to WhatsApp, the first message sent by the agent must be a template message. There is no option to send any other type of content to initiate the WhatsApp communication.
Each conversation with a customer takes place on one communication channel, but the agent can switch to another active channel in the FROGED inbox if he/she deems it appropriate. This can happen for a number of reasons: to reduce response time, customer preference, to speed up resolution....
In the case of WhatsApp, in order to use this channel with the customer, it is necessary to have the customer's WhatsApp number stored. It is important that the number has the correct format and prefix (e.g. +34 612 345 678).
When a conversation is transferred from a channel to WhatsApp, the first message sent by the agent must be a template message. There is no option to send any other type of content to initiate the WhatsApp communication.
Message templates are added to the conversation using the template button at the bottom or by clicking in the text box. Once a template is selected from the list, it is added to the text box to display the full content and all that remains is to send it.
It is advisable to have a wide variety of WhatsApp message templates to cover all possible cases. You can create message templates from the Inbox and from the Template Settings view (all channels).
It is advisable to have a wide variety of WhatsApp message templates to cover all possible cases. You can create message templates from the Inbox and from the Template Settings view (all channels).
Once the customer responds to a WhatsApp message template, the agent can send any type of content: text, template, image, GIF...
WhatsApp conversations with no activity
The WhatsApp channel is subject to certain limitations due to the nature of its integration. If a WhatsApp conversation is inactive for more than 24 hours without any messages being sent, it will be restarted.
To start a WhatsApp conversation, a template message must be sent. Once the customer responds to the initial WhatsApp message template, the agent can send any type of content.
If 24 hours pass again without activity, the same thing happens; it will be necessary to start the conversation again with a template.
The WhatsApp channel is subject to certain limitations due to the nature of its integration. If a WhatsApp conversation is inactive for more than 24 hours without any messages being sent, it will be restarted.
To start a WhatsApp conversation, a template message must be sent. Once the customer responds to the initial WhatsApp message template, the agent can send any type of content.
If 24 hours pass again without activity, the same thing happens; it will be necessary to start the conversation again with a template.
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