Improved WhatsApp Templates
Greetings,
I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging.
WhatsApp message automation
You can now use WhatsApp messages in workflow rules, so whenever a workflow is triggered, say, when a new ticket is created, a WhatsApp message will be sent automatically, saving you time and making sure customers get quick updates without any manual effort.
You can now add WhatsApp messages to stage automations. This means that whenever a record moves into a specific stage, a personalized WhatsApp message can be sent automatically to the contact.
To learn more about Bigin's WhatsApp integration, please refer to this help document.
Interactive WhatsApp templates
Templates allow you to predefine the content of messages you frequently send to customers. Instead of typing the same message each time, you can create a template and reuse it whenever needed. This saves time and ensures consistency in your communication.
So far, Bigin lets you create only plain-text templates. With this update, your templates can include headers with images, videos, or documents, and interactive buttons, making your messages more structured and engaging.
- Header: Acts as the title of your message. You can include text, images, videos, or documents to give your message a branded and impactful introduction.
- Buttons: Interactive buttons enable your customers to take action right from your messages. You can add two types of buttons:
- Call to action: These take the user to a website or let them call a number. For example, a travel agency might create a WhatsApp template to inform customers about their latest travel offers and promote their services. The message could include offer details along with a Visit Website button that directs customers to their booking page. Additionally, they can add a Call Now button with their contact number to enable customers to call directly and inquire about travel packages and other related information over the phone.
- Quick Reply buttons: These buttons let users reply instantly using preset responses. For example, you could create a WhatsApp template to collect feedback on your support services. Your support agent can send a message like “Was your issue resolved?” and include up to three quick-reply buttons such as “Yes,” “No,” and “Need Help.” With these buttons, customers can respond instantly with a single tap, making it easier for you to track resolution statuses and offer further assistance if needed.
The image below shows how your WhatsApp template will look on the customer's mobile device.
Note: You can choose the button type based on the kind of interaction you want to enable, but a single template cannot include both types.
Templates for the Pipelines module
Previously, users could only use templates in the Contacts module. With this update, you can now create and use templates for the Pipelines module as well, so you can send WhatsApp messages directly from deals and other pipeline records, making your communication more contextual and relevant.
To create a new template, go to Setup > Messages > Templates and click the + Template button. You'll then be able to select the module in which you want to use the template.
That's all for these enhancements. We sincerely hope you find these improvements useful. Please give them a try and leave your feedback in the comments section below. Watch this space for future announcements.
Thanks and have a good day!
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