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:
- Claim: when a message is received an Agent needs to claim it in order to be able to reply to it.
- Unclaim: 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.
- Transfer: Only Admins are able to transfer a claimed conversation from one Agent to another.
- Closed: Close the conversation by marking it completed.
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
User-Initiated Messages
WhatsApp messages are divided into two types where Agents are able to reply to with or without templates. 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
- Login to Maqsam using your Username and Password.
- Navigate to Phonebook
- Click Lists and click + New List
- Add List Name and select Contacts to be added to the lists and click Save
- Navigate back to Whatsapp and click on New Conversation
- Select the number to send From
- Make Sure to set the Recipient to Lists and select the name of the list you want to send the campaign to.
- select the template you would like to send.
FAQs
Can we send promotional messages on WhatsApp?
Yes, since September 2021, WhatsApp allowed businesses to send WhatsApp promotional messages. Businesses can send promotional messages to Unlimited users with WhatsApp Business API integration.
You can send these messages only to users who've opted-in for receiving WhatsApp notifications from your business.
How to write a good promotional message on Whatsapp?
Follow the guidelines for Whatsapp Templates here on Message Templates Guidelines and Reasons for Rejection
How to send bulk marketing messages on Whatsapp?
WhatsApp Business API allows businesses to send marketing messages to Unlimited users in one go. Enabling Maqsam-Whatsapp integration, you can send promotional messages in bulk easily using approved marketing templates.
You can send these messages to users who've opted-in for receiving WhatsApp notifications from your business.
How to create lists for marketing and promotional messages?
Lists for marketing messaging purposes can be created from the phonebook where contacts are selected and added to a list.
Lists later can be selected from Whatsapp template sending pop up to be sent after selecting the template.
Can lists be updated?
Yes, lists can be updated, edited and removed from the phonebook.