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            WhatsApp Guide

            The arrival of WhatsApp Business APIs can be viewed as an opportunity for businesses to scale up what they could do with WhatsApp. While a lot of automation possibilities arise, automation is not the only advantage available. Now that WhatsApp replies can be done through platform, small and large businesses can have multiple people parallely handling WhatsApp queries.

   Audience Management Screen

            Message Category

            1. Regular Messages

              Any user initiated conversation can be responded to within 24 hours using regular messages. The regular messages have no limitation on the type of content.

              These responses can be done manually or through automation using chatbots.

              Here’s an example:

              User: “Hi, do you have a store in Mumbai?”
              Brand response: “Yes, we have 2 stores in Mumbai in Andheri West and Kurla”

            2. Template Messages WhatsApp provides their own templated message mechanism. Message templates are plain text messages that are individually approved by the WhatsApp team to ensure they do not violate the WhatsApp policies. Businesses must use templated messages when first reaching out to users or when sending a message 24 hours after the last message from the user. This type of message is paid.

              Here’s an example:
              "Your order {{1}} for a total of {{2}} is confirmed. The expected delivery is {{3}}."
              Notice the {{1}} parameter that allows you to personalise the message being sent.

            Allowed Use-cases

            1. Customer Support

              Answering user initiated queries manually or through automation.

            2. Notifications Sending notifications for transactions, news updates, reminders etc.

            3. Lead-generation

              Leads can be generated via user initiated queries.

            4. Custom process flow

              Users can be taken through an automated flow to complete a process like sign up, account opening, appointment booking, application filling etc.

            5. Other miscellaneous

              WhatsApp is not closed to other use-cases you might have and they approve use-cases and templates case on case basis.
              If you have any other use-case in mind, feel free to discuss with your point of contact and he/she will help you design a feasible use-case which can potentially be approved by WhatsApp.

            Customer Opt-In

            Before a business can start sending templated message notifications on WhatsApp, they must receive consent from the consumer to communicate on this channel via an explicit opt-in process triggered on a non-WhatsApp channel. Acceptable non-WhatsApp channels for opt-in include methods like – email, SMS, website, App, retail location. The guide below will outline the opt-in message flows to meet the compliance requirements for some of these methods. 

            1. Compliance Guidelines

              1. Opt-In Message Types : Opt-In is required for all notification programs. For customer support programs, the consumer can engage with the business per their standard operating procedure.

              2. Opt-In Initiation : Opt-In on the other channels must be triggered by a user action (active opt-in), such as entering a phone number or checking a box to indicate consent. Consumer initiated communication does not imply as an automatic opt-in for notification message type.

              3. Clear Opt-In Information : Share all the relevant information so that a consumer knows what type(s) of messaging they are signing up for.

              4. Opt-In Confirmation Message : After a consumer has completed the Opt-In process, business will send an opt-in confirmation to the consumer on WhatsApp channel. This message must include a clear description of their services and a way for them to stop receiving messages. 

              5. Opt-Out using WhatsApp : Business must support the use of “STOP” keyword on the channel to allow consumers to opt-out of receiving messages in the future on WhatsApp.

              6. Opt-Out using non-WhatsApp channel : Consumers can elect to opt-out of receiving messages from your business on a non-WhatsApp channel. Business will respect all such opt-out requests from the consumer, remove them from the list, and must not attempt to send any messages in the future. 

            2. Opt-In Message Flow Compliance Requirements

              When a consumer signs up to receive notifications on the WhatsApp channel, the opt-in message flow might look like this:

              Initiate Opt-In - Consumer: <Initiate flow on non-WhatsApp channel>

              Complete Opt-in - Business: <Confirm all details and completes the opt-in on non-WhatsApp channel>

              Confirm Opt-In - Business: <send the confirmation message to consumer on WhatsApp>

            3. Opt-In Methods and Requirements

              There are several ways in which you can engage with the consumers and invite them to opt into the WhatsApp channel for messaging.

              1. Web Page/Mobile App Opt-In : In this method, the consumer is presented with an opportunity to opt-in to receive messages on WhatsApp on the business website – like homepage or special landing webpage (logged-out state), or consumer profile page (logged-in state). The business must implement the following at a minimum on their web properties like Website, Mobile App:

                1. Program information: The type of information related to the flow
                2. Channel information: Include the logo and name for the channel
                3. Phone number information: Explicit mention of the phone number to be opted in, editable text box
                4. Visual element: Checkbox or similar next to WhatsApp name and logo. This cannot be a single checkbox across multiple channels.

              2. SMS Opt-In : In this method, the business initiates an opt-in request for the WhatsApp channel using SMS. This SMS message should clearly indicate the program information and instructions to complete the opt-in.

              3. Website-redirect : Business can send a SMS to the consumer redirecting them to the opt-in web page. The opt-in form will include all the above elements for compliance.

              4. SMS double opt-in : Business will request the consumer to reply with a consent keyword like “Yes”. The consumer replies with “Yes” to the SMS to confirm opt-in.

              5. Email Campaign : If you are interested in an email campaign, the business can contact consumers with details of the now available WhatsApp channel and a clear call-to-action on the available opt-in methods like website or SMS.

                ** Opt-In methods are not limited to the list above and can be defined per the business process with sufficient compliance.

            4. Opt-In Confirmation Upon completion of the Opt-In on a non-WhatsApp channel, the business will send a final Confirmation message to the consumer on WhatsApp.

            Kinds of Messages

            1. Text : Plain text messages

            2. Image : Display static image

            3. File : Send and receive any file type. WhatsApp displays files sent via the API and allows users to download them.

            4. Emoji : WhatsApp displays any unicode emoji sent in text messages. Users can use the emoji keyboard on their device to send them.

            5. GIF : Send animated GIFs. GIFs send via the API are translated to a link in WhatsApp. GIFs sent by users are delivered as MP4 files.

            6. Location : Receive geolocation of user. WhatsApp users can send location messages. Location messages include longitude & latitude coordinates in the API.

            7. Link : Display web links as buttons. Link actions are rendered as inline links on WhatsApp.

            8. Extension : Send custom interactive experiences built with JavaScript, HTML & CSS and show them on top of the conversation. WhatsApp opens conversation extensions in the user's browser

            9. Buy : Request payments within a conversation. Securely receive one-time payments.


            10. Postback : Send buttons to trigger events on your server. Postback buttons can trigger any logic on your server, which can then update the conversation back using the API. Postback buttons are rendered as text on WhatsApp.


            11. Reply : Suggest a few answers to reply to a message. Replies are rendered as text suggestion on WhatsApp.


            12. Location Request : Request the current location of the user. Location request are translated to text on WhatsApp

            13. Carousel : Send a horizontally scrollable set of cards that can contain text, image, and action buttons. Carousels are rendered as text on WhatsApp.


            14. Quoted Messages : WhatsApp allows users to quote a specific message in a reply.


            WhatsApp APIs

            Click here to get details about the WhatsApp APIs.

            Use Cases - WhatsApp bot 

            Below are some of the WhatsApp chatbot examples to show you how the world is using WhatsApp chatbots. We will be covering following use cases:

            • Notifications and Updates
            • Customer Support

              Help users resolve their queries and concerns using a bot. Here are some examples:

              1. OYO
              2. UrbanClap
              3. CRED

            • Education and Awareness

              Educate users about your products, and help them learn using WhatsApp. MessengerPeople is using the WhatsApp bot to educate users about the advantages of using a bot.

            Updated: 16 Jun 2019 07:32 PM
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