How to Make Outbound Whatsapp Message
Last updated
Last updated
Currently, our application provides a feature that will make it easier for agents to send broadcasts to their customers called Whatsapp outbound messages. This feature will also be integrated with your marketing notification page, allowing your marketing team to monitor and review every broadcast sent.
We’ve put together a detailed list of all the differences between Whatsapp offline and online tickets to help you understand this better.
| Inbound Whatsapp Ticket | Outbound Whatsapp Ticket |
|---|---|
By default, ticket status will be Unassigned or Assigned. | By default, ticket status will be Assigned. |
By default, the ticket will be marked as an 'Inbound' ticket. | By default, the ticket will be marked as an 'Outbound' ticket. |
SLA will be calculated based on the SLA type and SLA metric that are set on the rule management page. | SLA will be calculated based on the SLA type and SLA metric that is set on the rule management page. |
For example, on the Dashboard page click the 'Make Outbound Whatspp' button (). Then, you will see a pop-up form new notification. In the account&recipients step, you will be asked to select the Whatsapp channel and broadcast recipient. Then, click the 'Next' button.
Component Explanation:
| Name | Description |
|---|---|
Account | Select Whatsapp channel. |
Select from Contact | Enter your customer's name or Whatsapp number. Note: Only one outbound broadcast will be sent for each customer. |
All the list of numbers to choose from comes from your customer contact page. If your customer contact doesn't have a Whatsapp number, the system will notify you that the contact you selected doesn't have a Whatsapp account.
Enter your broadcast title and select your broadcast template. Click 'Next' to continue or click 'previous' to return to the previous step.
You will see a preview of the selected template's message before clicking the 'Send' button to send your broadcast.
If successful, you will see your Whatsapp outbound ticket on the Inbox tab with Assigned status. You will only be able to respond to outbound tickets if the customer responds to a previous broadcast.
