Inbound and outbound In WA
- Inbound WhatsApp Conversation:
An Inbound WhatsApp Conversation occurs when a customer or potential customer reaches out to your business through WhatsApp. This could be initiated by the customer seeking support, asking questions, or inquiring about your products or services. The primary objective is to respond promptly, engage effectively, and provide the necessary information or assistance. It is customer-initiated communication, where the business reacts to inquiries or requests.
Example: A customer sends a message asking about the availability of a product or the status of an order, and the business responds with appropriate information or assistance.
How To Initiate the Inbound WA:
Inbound whatsapp conversation is initiated for the Customer. you can see the conversation under the New section in Inbox.
You can click on the New and respond to the Whatsapp Conversation.
Note : Agent Cannot Initiate the direct Inbound Whatsapp conversation to customer. Agent can sent the Template to the customer to Initiate the Conversation but not the direct Message.
- WhatsApp Conversation Templates:
WhatsApp Conversation Templates refer to predefined message structures designed for businesses to streamline communication with customers on the WhatsApp platform. These templates can be used for various customer service, marketing, and transactional purposes, including responding to inquiries, processing orders, sending notifications, and promoting offers. The templates are structured to maintain consistency, enhance efficiency, and provide clear communication, whether in inbound (customer-initiated) or outbound (business-initiated) conversations.
Templates typically include structured messages with placeholders for personalized information (e.g., customer name, order number, appointment time) and may include options for quick replies, calls to action, and automated responses to common customer inquiries. This ensures timely and effective engagement, improving customer satisfaction and business operations.
Purpose of WhatsApp Conversation Templates:
- Consistency: Ensure all team members or automated systems use the same tone and structure when interacting with customers.
- Efficiency: Reduce the time needed to compose messages, allowing for faster responses and streamlined workflows.
- Personalization: Tailor messages with customer-specific details to improve engagement and create a more personalized experience.
- Automation: Facilitate automated responses to frequently asked questions, order updates, appointment reminders, and more.
- Compliance: Standardize communication to ensure that all business messages adhere to guidelines, such as WhatsApp Business API policies.
How to Send the Whatsapp Template to Customer:
Step : Go to the Inbox section or contact section, click on the number.
Step 2 : go to the conversation area and click on the template.
Step 3 : There are pre defined template, choose any Template, if required fill the information and send it.
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An Outbound WhatsApp Conversation refers to messages or communication initiated by the business to engage with customers or prospects on WhatsApp. These can include promotional messages, updates, follow-ups, reminders, or personalized offers. The business takes the initiative to send messages in order to drive customer engagement, deliver relevant information, or build stronger relationships.Outbound WhatsApp Conversation:
Example: A business sends a WhatsApp message to a customer notifying them of a new product launch, providing order updates, or reminding them about an upcoming event or sale.
How to initiate the Outbound WA Conversation
In outbound WA conversation, we can start conversation by sending the Template message.
Other way is to respond to the new and open conversation.
Outbound Call from Conversation :
Step 1 : Go to the inbox or contact section, click on the contact.
Step 2 : Go to the conversation section and click on the call icon. it will initiate the call.