What are Message Templates?    

A WhatsApp Message Template is a pre-approved, customizable message that sends notifications to opted-in customers. To start using Message Templates, you must first submit a drafted messages to Meta for approval. Click here to read more about Message Templates.

Prerequisites     

• A Message Template must be approved before it can be used to initiate a conversation.
• You can only start a business-initiated conversation if a customer has opted in to receive messages from your business. Learn more.
  

Note: A Message Template is essential for a business-initiated conversation.

Automatically close abandoned conversations

Businesses can help agents effectively manage their functional connections list by configuring conversations to close automatically after being inactive for a pre-configured amount of time. This feature is now available across all the DCs.

For example, when a customer has been unresponsive: This trigger automatically handles conversations where the customer has not responded for a selected period.

Why opt for Auto-close feature? 

This feature will allow the support teams to organize their customer conversations better, so they can focus on conversations that require their undivided attention. You can also set this auto-close timer to close conversations where customers/agents stop responding.

Watch this space for more exciting updates on instant messaging!

Cheers,

Kavya 

The Zoho Desk Team