The Business Messaging Channel Everyone is Waiting For!

#1 MESSAGING APP IN 180 COUNTRIES

WhatsApp Business API enables businesses to communicate with their customers efficiently and professionally. With over 2 billion users worldwide, WhatsApp is the most popular messaging platform, making it an essential tool for modern business communication.

ONE-TO-ONE MESSAGING

HOW TO ENGAGE WITH CUSTOMERS OVER WHATSAPP

Depending on how you'd want to interact with customers, you can message by sending notifications and / or use a customer service (chat) for best results.

1) NOTIFICATIONS

Send customers the information they need where they want to receive it

1-way Communication

2) CUSTOMER SERVICE/CHAT

Easily respond to and learn more about your customers

2-way Communication

Integrate WhatsApp Messenger into your customer database to track ticket resolution while enriching your customer data:

• Order changes or delays
• Delivery tracking
• Refund inquiries
• Travel itinerary changes
• Other urgent issues

MESSAGING FORMATS TO COMMUNICATE

1) TEMPLATE

When starting new conversation using Template message, the user will NOT receive the block/report spam options, since the Template messaging and the business have been verified.

• Template messages enable sending of customer notifications using predefined text templates.
• Use Template message to engage with users in any moment
• Used to send initial message to an end-user
• Templates are registered in the following format:

  Template content: Hi {1}, This is test template from {2}

2) SESSION

Allowed only inside the 24h Customer Support window – 24h from the last End User message

• Opt-in customer initiated communication
• Send text, images, audio files, and PDF/docs

USER OPT-INS ARE REQUIRED

A business needs to have end-users’ opt-in in order to receive messages:

• A business is responsible for storing and managing end-users’ WhatsApp opt-in database
• A user must provide consent to receive messages in WhatsApp by opting-in via a third-party channel (i.e. the opt-in cannot be requested using WhatsApp)

Sample opt-in models

The best way to obtain customer opt-in is by extending existing opt-in channels (used for SMS and/or email).

• Create a preference center that allows customers to set the outreach experience users prefer with your brand: what kinds of messages, over which messaging channels, and how often.
• Reuse existing channels for opt-in : any type of channels that you use to reach out to customers
  (e.g. email, phone, web landing pages, direct mail, Facebook Messenger, push/web notifications, inapp messages, news feed cards, social channels, purchase/account registrations, ATMs, points of sales, etc.)

Customized Application - Commbots Solution

Smart Vision has developed Commbots - a complete Omni Channel Contact Center + Help Desk Solution ideal for Customer Services departments to provide an excellent communication platform to customers. Our solution offers two powerful tools:

• Chatbot Builder: Create unlimited chatbots with keyword automation to automate responses to repeated queries
• Chat Center: Omni Channel contact center supporting WhatsApp, SMS, Email, Live Chat, and Social Media

Our platform enables businesses to automate customer service processes, increase interdepartmental coordination, and engage with customers on the channel of their choice.

Commbots Platform Features:

• Live Dashboard: Real-time dashboard to view summarized information, usage statistics, and performance metrics
• Chatbot Builder: User-friendly interface to create unlimited chatbots with keyword automation for automated responses
• Customer Input Collection: Get custom user-inputs like email, location, address, documents etc. with data validations
• Chat Center: Omni Channel contact center to provide live support to your customers via WhatsApp, SMS, Email, and more
• Contact Management: Create and manage phonebook with advanced filtering and labeling options
• Message Types: Send/Receive template messages (for initiating conversations) or session messages (within 24-hour window)
• API Integration: HTTP API for sending & receiving WhatsApp messages programmatically
• Automation: Automated alerts, notifications, and workflow automation
• Third-Party Integration: Custom integration with your CRM, ERP, Helpdesk, Sales Portal & E-commerce platforms
• Comprehensive Reporting: Online business reporting with bot interactions, agent interactions, chat history, and campaign reports
• Campaign Management: Send bulk messages to opt-in customers for marketing and notifications

To learn more about our chatbot and chat center solutions, visit our dedicated pages: