Improved communication with bulk WhatsApp messaging

Dear Desk users,

We have added the option to send WhatsApp messages in bulk to multiple contacts.

Agents can select multiple contacts from the All Contacts View list and send WhatsApp messages to all of them at once. This action is useful especially when a business has to reach out to a large audience for marketing purposes, such as sending newsletters, announcing a product launch, or sending other promotional messages. It could also benefit the customer service department by allowing them to send reminders and notifications to their subscribers.

Points to remember:

Agents can enable the Skip message for contacts who are already engaged in a WhatsApp conversation option to ensure that bulk messages are not sent to contacts who are currently interacting with an agent. It helps to maintain a linear flow of communication and avoid sending users repetitive messages.
For sending bulk messages, users can select a maximum of 50 contacts.
The system will check the format of the mobile number or phone number in the records and only send the mass messages to those that have valid numbers.

This enhancement is now available across DCs for all users. Please refer to the help doc about Sending WhatsApp messages in bulk for more details.

Regards,

Raveena Nair

Zoho Desk | User Education

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