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whatsapp
WhatsApp
by DevRev
don:core:dvrv-global:devo/0:artifact/647263

With the aim of bringing support closer to your customers, DevRev has integrated WhatsApp as a communication channel. Customer concerns raised via WhatsApp messages will sync with the DevRev inbox, allowing you to maintain an unified view of ongoing conversations with your customers for better support management and efficiency.

Learn more about WhatsApp for Business at https://developers.facebook.com/docs/whatsapp/overview#about-the-platform.

Features

  • Unified Customer Communication: With the addition of WhatsApp as a communication channel, end customers can conveniently send their queries, bug reports, and feature requests about the DevRev product via WhatsApp. These messages are seamlessly synced with the DevRev inbox, providing a unified view of all customer interactions and minimizing the need for context switching between different communication platforms.

  • Automated Template Messages for Efficient Support: DevRev understands the limitations of the WhatsApp for Business API, which restricts direct agent communication after 24 hours without a response. To address this, DevRev offers support for template messages. When a customer's message remains unanswered for 24 hours, DevRev provides a mechanism to send template messages, ensuring continuous communication and streamlining the support process. These template messages need pre-approval from Meta. To ease the approval process, DevRev automatically sends two templates for approval on installation of the snap-in.

  • Enhanced Support Agent Productivity: By integrating WhatsApp as a communication channel, DevRev empowers support agents to efficiently manage customer inquiries. When a support agent replies via the DevRev inbox, the update is seamlessly sent to the customer via WhatsApp. This streamlined approach not only keeps customers informed promptly but also boosts support agent productivity by centralizing all customer communications within the DevRev system of record.

Installation

For detailed installation and configuration instructions, refer to the WhatsApp documentation.

Prerequisites

  1. If you do not have an existing Business Account in Meta Business Manager, it is recommended to create one here. To get more information about Business Manager, please refer to the article on Create a Business Manager.

  2. If the number is associated with another WhatsApp Account, delete the existing account. To know more, refer to the guide on Migrate an Existing WhatsApp Number to a Business Account.

  3. If you have an existing WhatsApp for Business Account, migrate to 360dialog by following these steps on Migrating phone numbers.

Limitations

  1. Group conversations are not supported by WhatsApp for Business API.
  2. If you do not respond to the customer’s message within 24 hours, you can only respond to the conversation using Meta-approved template messages. Know more here.