![]() Once your WhatsApp Business Account is linked to your website, you can then use the API to create and send automated messages, handle customer inquiries and support, and build custom workflows. This can be done by using one of the approved WhatsApp Business API providers, such as Mtalkz. Next, you will need to create a WhatsApp Business Account and link it to your website. Once your application has been approved, you will be given access to the WhatsApp Business API, including the necessary documentation and resources to get started. Under ticket properties, choose Sources, select WhatsApp, and provide the necessary rules for ticket creation.Ĭlick here to learn more about creating Automation rules.Integrating WhatsApp API in your website can be done in a few simple steps:įirst, you need to purchase the plans by Mtalkz for WhatsApp Business API by visiting here.You can also set up automation rules to route tickets coming in via WhatsApp to dedicated agents. Provide your SLA targets and click Save.Ĭlick here to learn more about creating SLA policies.Under conditions, choose Sources, and select WhatsApp.Give the policy an appropriate name and description.Go to Admin -> Workflows -> SLA Policies.You can set up custom SLA policies for tickets coming in through WhatsApp as a channel and make sure your agents adhere to these SLAs by sending them notifications periodically. Setting SLAs and Automation rules for WhatsApp messages This interval can be extended up to 48 hours under WhatsApp settings. Any replies coming in after 24 hours will create a new ticket within Freshdesk. Threading interval: By default, a threading interval is set to 24 hours. This will continue the conversation as a thread in the same ticket. Otherwise, a new contact will be created for the contact number.Īgents can reply to the tickets by clicking on the Reply button. Please note, if the customer's phone number is already mapped to a contact, the new ticket will be created under the requester's name. Whenever a customer initiates a conversation via WhatsApp, a new ticket will be created with the channel as WhatsApp. Please refer to this article to know more about WhatsApp pricing. Conversations that start from Ads that Click to WhatsApp or Page CTAs on Facebook will be free.īusiness-initiated messages are supported only in Freshdesk Omnichannel.Rates based on recipient region: Conversations will be paid at flat rates (no volume tiers) based on (a) recipient region (b) whether they are business-initiated or user-initiated.WhatsApp's revised conversation pricing applies when you're ready to expand beyond 1,000 conversations per month. Free tier: The first 1,000 conversations each month are free, so your business can start to build experiences customers will love.A session triggers on the delivery of a business-initiated message or a business reply to a user-initiated message. Conversation session: Charges will be per 24-hour conversation session, with different rates for business-initiated and user-initiated conversations.WhatsApp currently charges for both user and business-initiated messages. Note: The WhatsApp integration is available on the Growth, Pro and Enterprise plans of Freshdesk. Click Save Profile to complete your business profile. ![]() Here are the details you'll need to complete:
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