Sending WhatsApp Messages to Contacts
Effective communication is key to building customer relationships, improving customer satisfaction, and maintaining operational efficiency in any business. With approximately two billion users, WhatsApp stands out as one of the most widely used messaging platforms. Integrating this popular global platform with the help desk significantly enhances the support agents' ability to manage customer requests in real-time.
Availability
Permission Required
- Users with the support administrator profile can perform this mass action.
- Users must have permission to send instant messages to carry out this mass action.
Sending WhatsApp messages in bulk
Agent can send WhatsApp messages to multiple contacts at a time which is specifically useful when a business wants to send product launch alerts, newsletters, or other promotional messages to a larger audience. Instead of sending messages individually, a bulk message is quicker and more efficient.
Bulk messaging can be useful in:
Marketing activities: Let's say a business wants to send follow-up promotional messages to customers who purchased a similar product. Agents can quickly filter the contact list and mass-select them to send out a WhatsApp message. It's a quicker approach to delivering targeted messages.
Communicating change or modification: If a travel agency needs to make sudden itinerary changes for a large number of travelers, they can send an alert message to all customers who have made the booking over WhatsApp. Customers can reply and continue the conversation, making it easier to re-plan.
Sending reminders: An online streaming service can send renewal reminders in bulk for subscription management. The message could even have the link to the renewal page that shows plan details and a direct link to complete a payment. Follow-up reminders can also be sent as the expiration date nears, often featuring special offers or discounts to encourage renewal.
Maintaining relevance in conversation
When a support agent is already in conversation with a customer regarding an issue, no customer would want that conversation to be interrupted by promotional messages. In such cases, the agents can enable the option to "Skip message for contacts already engaged in a WhatsApp conversation". This option ensures that these bulk messages are not sent to contacts who are currently interacting with an agent.
By enabling this setting, businesses can maintain a linear flow of communication and avoid sending users repetitive or irrelevant messages. This helps agents focus on individual conversations more effectively.
For example, if a customer is discussing a loan application with the customer service agent, she will not receive a generic message about new credit card offers while her current question or issue is being addressed. This ensures that customers receive relevant and timely information without interruption, which adds to the overall banking experience.
Note:
- Users can select a maximum of 50 contacts at a time
- The system will check the format of the mobile number or phone number in the records and process the mass messages only to those that have the numbers in a valid format.
- The messages will be queued and sent gradually
To send mass WhatsApp messages
- In the Contacts module, select contacts from the All Contact view.
- Click Send WhatsApp Message from the top bar.
- Choose the department, contacts' phone number and/or mobile number.
- Select the WhatsApp channel and the message template.
- Click Send.
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