WhatsApp Business Conversations

WhatsApp Business Conversations

WhatsApp Conversations allow Agents  to send and receive messages to interact with clients on a timely basis, using user-initiated and business-initiated messages.
WhatsApp lists allow creating marketing campaigns  to include more than one contact to broadcast promotional messages, allowing agents to view threads of mass messages grouped in WhatsApp interface on Maqsam.

Maqsam supports WhatsApp Business API to enable your business to grow and in order to comply with WhatsApp policy there are some terminologies that Agents and Admins need to understand in order to use WhatsApp messaging.

WhatsApp messages types

  1. Claimed: when a message is received an Agent needs to claim it in order to be able to reply to it. 
  2. Unclaimed: Once a message has been claimed by an Agent and another Agent would like to handle it, the agent who claimed it needs to unclaim it so the new Agent can Claim it.
  3. Closed: Close the conversation by marking it completed.
  4. Transfer: Only Admins are able to transfer a claimed conversation from one Agent to another.
Each conversation is categorized under the tab Claimed, Unclaimed and can be transferred or closed by clicking the 3 dot menu per each conversation. 

The Marketing menu is related to marketing campaigns that is related to bulk messaging using Whatsapp Marketing Campaigns using Lists.

In order to start sending out messages to your clients you need to make sure to have at least one approved whatsapp template.
WhatsApp templates can be submitted by reaching out to Maqsam Support team.

Replying to WhatsApp Messages

  1. User-Initiated Messages; When a client reach out to the business. 
  2. Business-Initiated messages; using templates or when Agents are able to reply to with or without templates, where a message does not require a template when it is a user-initiated message that is replied to within 24hrs from the time it has been sent. 
An agent still can reply to user-initiated messages after the 24 hrs window has been passed, but will have to reply with a template approved message. 

Business-Initiated Messages
The other type of WhatsApp business message is Business initiated messages, where Agents are sending messages to clients by using approved templates for updates or marketing purposes. These types of messages always require a pre approved template. 

Marketing messages sent for such purposes can be utilized using lists and can be found under the “Marketing” tab in WhatsApp. 

How to Create Lists

WhatsApp Marketing Campaigns
Step 1: Login to Maqsam using your Username and Password.
Step 2: Navigate to Phonebook
Step 3: Click Lists and click + New List
Step 4: Add List Name and select Contacts to be added to the lists and click Save
Step 5: Navigate back to Whatsapp and click on New Conversation.
Step 6: Select the number to send From.
Step 7: Make Sure to set the Recipient to Lists and select the name of the list you want to send the campaign to.
Step 8: select the template you would like to send.