WhatsApp

WhatsApp is a service for simple, secure, and reliable instant messaging. The WhatsApp messenger is used by a vast number of people around the world to stay connected anytime and anywhere.

Voximplant Kit allows you to exchange WhatsApp instant messages through a special text channel. To create a channel on your account, you need to fill out and submit a request to technical support in the Setup > Conversations > Channels > WhatsApp section. Alternatively, you can create a channel manually through the WhatsApp Cloud API or transfer your existing channel to Voximplant Kit.

Once you create the channel, it appears in the list of added channels, and you can proceed to configure it.

In edit mode, set up where the system should route customer messages received through the WhatsApp channel: to a queue or to a function, and specify other settings.

Save your changes and start working with the channel.

Voximplant Kit features allow you to:

1. Receive inbound WhatsApp messages and respond to them in the Workspace.
2. Send outbound messages using HSM templates.
3. Send outbound template messages via API.

If you have set up message redirection from the WhatsApp channel to a queue, when a customer reaches out, queue agents in the Ready status can assign the chat to themselves and respond to the customer. The inquiry will be processed according to the channel settings and queue messaging settings.

If messages from the channel are redirected to a function, the bot responds to the customer according to the function code.

You can initiate a conversation with a customer through a WhatsApp channel in your Workspace.

Please note, that WhatsApp strictly restricts the ability to initiate contact with customers and you can only write to a customer first using an HSM template.

An HSM template (Highly Structured Message) is a pre-defined standard message for sending to customers via WhatsApp. A template can consist of text, media files, buttons, and variables. WhatsApp templates have strictly limited categories and require WhatsApp approval.

For detailed instructions on how to create and register an HSM template, go here.

As soon as the customer responds to the template message, you will be able to send free-form messages for 24 hours. Each new response from the customer extends the window by another 24 hours. When more than 24 hours have passed since the last response from the customer, your ability to send messages is blocked. To unlock it, you must send a template again.

If the customer resumes the conversation after 24 hours, you can continue free-form communication regardless of whether a repeated template message was sent.

Voximplant Kit allows you to send outbound template messages via API using the sendTemplateMessage method. To find a template you need, use the search method.