Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
Channels
WhatsApp Overview
WhatsApp Business API Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Green Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
WhatsApp Message Templates
WhatsApp Pricing
WhatsApp Business API Channel Configuration
WhatsApp Messaging Limits
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business API
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Business API (respond.io BSP)
WhatsApp Cloud API
360dialog WhatsApp
Twilio WhatsApp
MessageBird WhatsApp
Vonage WhatsApp
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger
Website Chat Widget
Website Chat Widget Overview
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
SMS
Channels Overview
Telegram
Viber
LINE
Google Business Messages
Custom Channel
Product
Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Responses
Reports: Resolutions
Reports: Messages
Reports: Contacts
Reports: Assignments
Reports: Leaderboard
Reports: Users
Reports: Broadcasts
Messages
Contacts
Contacts Overview
Contact Details
Merge Suggestions
Contact Activity
Contact Channels
Contact Import
Segments
Broadcasts Module
Workflows
Dynamic Variables
Workspace Settings
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Workspace Settings: Growth Widgets
Organization Settings
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
User Account
Mobile App
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Supervising Your Support Agents
Reporting for Support
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Supervising Sales Agents
Reporting for Sales
Broadcasts Use Cases
Sending a Simple Broadcast
Start a Workflow Based on Broadcast Response
Troubleshooting a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Zapier
Developer API
Webhooks
Partnership
We love to hear from you!
Table of Contents
Getting Ready for Inbound Conversations
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.
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.
Steps to send the message template:
- Click the Send Message Template button in the messaging bar.
- Select the sample template to send to your Contact.
- Add the parameter text ($contact.name).
- Review the information and click Send.
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:
- On your Facebook page, click Settings.
- Click Linked Accounts.
- Select WhatsApp on the left panel and enter the phone number used for your WABA.
- Click Send WhatsApp Code to verify your number. You will receive a code on WhatsApp.
- Enter the code and click Confirm.
- Click Add Button to add the WhatsApp button to your Facebook page.
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.
Help is here!WhatsApp Business API Quick Start
Getting Ready for Promotional Messaging
Related Articles
WhatsApp Business API Quick Start
Get a WhatsApp Business API account fast to start chatting with your customers.
Getting Ready for Promotional Messaging
Learn how to broadcast promotional messages using WhatsApp message templates.
Reports: Conversations
The Conversations reports tab consists of all the metrics and information related to conversations.