How Chats Work
1. Responding to Customers
Free-Form Messages: If the customer initiates a conversation, you can reply using free-form messages within 24 hours.
Post 24-Hours: Send a WhatsApp-approved template message to re-engage customers after the window has passed.
2. Using Template Messages
When a customer has not initiated the conversation, you can send pre-approved templates to reinitiate contact.
Templates allow you to insert variables (like name, date, or custom fields) for a personalized experience.
Steps:
Open the chat window.
Select an approved template from the list.
Add the necessary variables and send.
3. Managing Customer Profiles in Chats
View customer details such as name, phone number, tags, and lead status within the chat window.
Update the lead status (e.g., Interested, Negotiation, Closed) or add relevant tags to segment the customer.
4. Sharing Files and Media
Share images, documents, and links directly from the chat window to assist customers.
Use this for sharing brochures, product details, pricing sheets, or any supporting material.
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