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Getting Ready for Inbound Conversations

Joshua Lim Updated by Joshua Lim

In this document, we will help you to prepare for inbound conversations. An inbound conversation happens when a customer sends you the first message and you respond to continue the chat. However, chatting with customers on WhatsApp is not as simple. WhatsApp has its set of rules for messaging. Here are some of the topics that we’ll cover for WhatsApp Inbound Conversations:

  • Understanding Customer Service Window
  • Submit and Send a WhatsApp Message Template
  • Adding a WhatsApp button to your Facebook page

Understanding Customer Service Window

A Customer Service Window is the 24-hour period when a customer initiates a conversation with your business. Once you reply to the customer, a service conversation will be opened. Once it has been more than 24 hours since customers last messaged you, you will be outside the customer service window. You can use a message template if you need to follow up with a customer.

Learn more about Customer Service Window here.

Submit and Send a WhatsApp Message Template

A WhatsApp message template is sent outside the Customer Service Window and will reopen conversations with customers. This will help you follow up with customers that have not replied. We have prepared a sample message template that you can send as a follow-up to your customers.

Sample message template:

“Hello {{1}}, I'd like to follow up on our previous conversation. Is there anything else you need assistance with? Let me know and I'll be happy to help.”

However, you will need to submit the message template for approval first.

You need to have sufficient balance to send message templates. You can top-up your credits in your WhatsApp Fees on the respond.io platform. Learn more about WhatsApp Fees here.

Steps to send the message template:

  1. Click the Send Message Template button in the messaging bar.
  2. Select the sample template to send to your Contact.
  3. Add the parameter text ($contact.name).
  4. Review the information and click Send.
You can also create and use your own message templates. Learn more about message templates here.

Adding a WhatsApp button to your Facebook page

Adding a WhatsApp button to your Facebook page is a simple and effective way to get customers to message you. When a customer clicks the button, this opens a free entry point conversation where you will get a 72-hour free entry point conversation window, unlike the regular 24-hour customer service window. This gives you more time to respond to customer inquiries and provide them with the assistance they need without additional charges.

What you need to add a WhatsApp button to your Facebook page:

  • A WhatsApp Business Account (WABA) linked to your phone number.
  • A Facebook Business page.

Steps to add a WhatsApp button to your Facebook Business Page:

  1. On your Facebook page, click Settings.
  2. Click Linked Accounts.
  3. Select WhatsApp on the left panel and enter the phone number used for your WABA.
  4. Click Send WhatsApp Code to verify your number. You will receive a code on WhatsApp.
  5. Enter the code and click Confirm.
  6. Click Add Button to add the WhatsApp button to your Facebook page.
Learn more about how you can maximize entry points here.

Next Steps

You’ve learned about Customer Service Window, sent a message template to follow up on your customers and added an entry point for customers to reach out to you. You’re ready for the next step - Getting Ready for Promotional Messaging.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

WhatsApp Business API Quick Start

Getting Ready for Promotional Messaging

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