Reply to a WhatsApp message

In addition to all other communication channels, it is now also possible to answer WhatsApp messages using Trengo. Although in Trengo the interface of a WhatsApp conversation looks exactly like that of chat and other Social Messaging channels, there are some things that need to be taken into account. This is mainly due to the restrictions WhatsApp (Facebook) sets for the commercial use of WhatsApp.

24-hour restriction ⏱

One of the most important things to keep in mind is the 24-hour limitation for WhatsApp Business. This means that as soon as a customer sends a WhatsApp message to the company, the company is given 24 hours to assign and respond to this message. This way a so-called 24-hour session is started. Within these 24 hours a normal conversation can be conducted in WhatsApp in which both parties can respond. The organization will be charged at the usual rate of the chosen provider.

Provide the customer with an answer

What happens if a customer happens to make contact during the holidays or during a weekend and is it not possible to reply to a message within 24 hours? It is still possible to send a response to the customer.

At that moment an employee can still assign the message to himself and write an answer. The message that the employee creates is sent to the customer, but instead of as a WhatsApp message, it will arrive as an SMS. This text message will also include a link with an invitation to continue the conversation via WhatsApp.

Next to using the SMS-fallback, it is also possible to send a customer a template; a template is a predefined message which has been accorded by WhatsApp Business. An example of a Fallback template is: 

Dear {{1}}, you have tried to reach us outside our business hours and we were unable to answer your questions within 24 hours. If your question is still relevant, pleas reply to this message with a thumbs up 👍 and we will answer your questions as soon as possible! Best regards, {{2}}, Team Trengo

Great, because this way the customer always gets an answer to his/her question!