How to Message Smartly Using WhatsApp?

Customer satisfaction is the goal of any business that aims at improving user engagement. One way to achieve this is by providing users with omni-channel communication. Smart messaging is the need of the hour to facilitate business communication.
 

What is smart messaging?

Smart messaging in this context refers to facilitating user engagement with the following features,

• IM templates are pre-approved, customizable messages for business-initiated chats. Official, opt-in-based messages for regular customer engagement.

• Auto-response messages are automated greetings and acknowledgements for incoming messages.

• Canned messages are quick-access, pre-written replies for time-saving efficiency.

IM template

IM templates are used to initiate a conversation with a user, and it is mandatory to begin a conversation. You cannot start a conversation without a IM(WhatsApp) template message. These messages are officially verified and approved by Meta and are sent only to contacts who opt-in for regular engagements with your business.

To create a IM Template:

1. Go to Messages and select the Templates tab.

2. Click Add Template.

3. On the Add Template page, under category, select IM.

4. Under Sub-category, select one of the following options:

   1. Utility: For user transaction-based messages. Includes messages like transaction confirmations, transaction updates, and/or post-purchase notifications. Used for a specific, agreed-upon request or transaction or to update a customer about an ongoing transaction.

   2. Marketing: For promotional messages used to create brand awareness. Includes promotions or offers, informational updates, or invitations for customers to respond/take action.

5. Under Message, Enter the message content that you want to include in your template.

6. Click Save.
    

Canned messages

Canned messages are pre-written responses that help you quickly send commonly used replies without retyping them each time. They can be inserted into the message board with just a few keystrokes.

To create a canned message: 

1. Go to Messages and select the Templates tab.

2. Click Add Template.

3. On the Add Template page, under Category, select Canned.

4. Add Tags to categorize and easily retrieve templates when needed.

   • Tags act as keywords that help you organize and locate templates quickly.

   • Type the required tag and press Enter.

   • You can assign multiple tags to a single template to improve searchability.

5. Define a Short Text - a shortcut or command that allows you to instantly trigger a message template while composing a message.

   • The short text must begin with a colon (:) followed by at least two characters (e.g., :hi).

6. Select the agents who can access and use this template.

7. Enter the message content that you want to include in the template.

   • You can use placeholders to personalize messages with dynamic values that are automatically filled in when the message is sent.

   • Example: Hi {{contactName}}, how may I help you?
     When sent, the placeholder {{contactName}} will automatically be replaced with the contact's actual name.

   • Available Placeholders:

     1. Contact Details: Name, Number

     2. Agent Details: Name, Email

8. Click Save.

Auto-response messages

Auto-response messages are pre-written texts that are automatically sent to customers when they initiate a conversation. Auto-responses can be used to greet customers and let them know that their message has been received.

To create a auto response template: 

1. Go to Messages and select the Templates tab.

2. Click Add Template.

3. On the Add Template page, under Category, select Auto Response.

4. Add Tags to categorize and easily retrieve templates when needed.

   1. Tags act as keywords that help you organize and locate templates quickly.

   2. Type the required tag and press Enter.

   3. You can assign multiple tags to a single template to improve searchability.

5. Define a Short Text - a shortcut or command that allows you to instantly trigger a message template while composing a message.

6. The short text must begin with a colon (:) followed by at least two characters (e.g., :hi).

7. Select the agents who can access and use this template.

8. Enter the message content that you want to include in the template.

   • You can use placeholders to personalize messages with dynamic values that are automatically filled in when the message is sent.

   • Example: Hi {{contactName}}, how may I help you?
     When sent, the placeholder {{contactName}} will automatically be replaced with the contact's actual name.

   • Available Placeholders:

     1. Contact Details: Name, Number

     2. Agent Details: Name, Email

9. Click Save.