How To Import WhatsApp Chats
How To Add WhatsApp Number On Facebook or Instagram Page
How should I choose a phone number for WhatsApp?
PRO plan: Support export chat
Backup WhatsApp Chats
How to migrate a phone number from one BSP to another?
Steps to use phone number that has been registered with Whatsapp Business before
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How To Link WhatsApp Number To Facebook Page
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Approve Messaging On-Behalf-Of your brand
How do I get Green Tick Verification for my business?
How long does it take to get approved for WhatsApp Business APIs?
What is the process to get approval for WhatsApp Business APIs?
Creating click to chat link
Everything you need to know about your WhatsApp Manager
How can I change my display name
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How to change your phone number
Facebook Business Manager ID
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Facebook Business Verification
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How to top-up WATI credits?
Troubleshoot common errors in WATI
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Types of Messages
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How to get Opt-in for WhatsApp Messaging?
What is the difference between template message and session message?
How many template messages can be submitted for WhatsApp approval?
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What is a template message?
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Could I attach a PDF or image into a template message?
How to use interactive messages?
Conversation Based Pricing
WATI CRM & APIs
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WhatsApp API Gateway
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Key Differences Between WATI CRM and WATI WhatsApp API Gateway
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HubSpot WhatsApp Integration: Capture New WhatsApp Contacts To HubSpot For Free
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Export and Import of Flows
How to collect data using Google Spreadsheets
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Broadcast Messaging & Templates
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How to submit template messages on WhatsApp Manager for WhatsApp API Gateway
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Template Message Guidelines
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Terms, Privacy & Security
Updated by Helpdesk
This is a module that allows users to automate customer enquiries by building a no-code WhatsApp Chatbot. Users can set up common keywords to quickly auto-respond to customers, acting as a first-layer to filter messages that don't need a live agent interaction.
Example of use cases:
- Sending a default welcome message when a new chat is started
- When customers ask questions during working hours but no follow-up to our reply after a few
- When customers ask questions outside working hours
In TeamInbox below, it shows a Bot automatically taking over conversations when a new chat is started. This is triggered if certain conditions are matched, such as when no agent is assigned to a chat yet.
With Keyword Matching, you can define Keywords that your customers might usually ask, such as “Company information” or “Company phone number”. When customers send a message with these Keywords, they will get an auto-reply which you can customize.
Exact matching - your customer’s message must 100% match the Keyword
Fuzzy Matching - as long as the message contains a certain % of the Keyword
Example: If you create the Keyword “Tell me about your company information” and your customer ask “your company information”,
- with Exact matching, the bot will not reply anything
- with Fuzzy Matching, the bot will reply according to the rule you set
You can also set emojis as your Keyword! Note that you can create only 100 keywords in our WATI standard plan, and up to 400 keywords in our professional plan.
Default Action acts as a backup plan when Keyword Matching does not auto-reply to a message. With this, you can automate replies outside your working hours, follow up on slow customer replies, or send a last reminder to your customer before the 24-hour messaging timeframe expires.
Example of use cases:
- When it is not working hours and there is no customer service online
- Send a welcome message when a new chat is started and no Keyword search criteria are met
- During working hours, users wait more than xx minutes without any reply
- During out-of-office, send out-of-office message always (even if a Keyword match is found)
Reply Material is where you can define and store the format of your responses to be used in all your WATI automation. This is where you can add, edit, and delete auto-replies to your customers.
You can use one or a combination of these:
- Contact Attributes
- Template messages
Routing is designed to manage your team more effectively, without letting your customers see what happens behind the scenes and thus not affecting your customer experience.
We have 3 types of Routing:
- Send Notification: when a customer sends the word “complain” in their message, you can set your routing to send a notification to the manager of your team
- Assign To Operator: when a customer sends “buy product” in their message, the chat will automatically be assign to a sales agent
- Assign To Team: similar to “assign to an operator”, but you can assign to the entire sales team instead of just a sales agent
Flows can be used to reply to customer’s further queries based on a pre-defined setup, unlike basic auto-reply which can only reply to a single reply. In our WATI standard plan, you can set up to 10 flows - send a message, ask a question, or set a condition.
The below is an example of an Interactive Message, where users can select or interact with the auto-reply message without a live agent interaction.
We have 2 main types of Interactive messages:
- List Messages: allow users to select an answer from a menu of up to 10 replies
- Reply Buttons: a quick response option where users can choose from a maximum of 3 short replies