As a company, have you ever wondered how to automate WhatsApp for businesses?
First, WhatsApp is an application that we usually use as a method of communication or instant messaging with our friends and family. It allows us to contact people instantly and make use of or send elements such as photos, videos, audios, links, and documents.
But nowadays, it is not only used casually but also very common for businesses to use this medium to communicate directly with their customers. WhatsApp Business has even been created as a more comprehensive tool where the company can provide more information, such as business hours, address, catalogs, etc. Since it is not always possible to be aware of incoming messages, automating WhatsApp is an excellent idea for any business.
What is an automated message?
An automated message is a pre-configured, drafted, and scheduled message to be sent in a specific situation. In other words, it is a quick response that is sent automatically to the customer.
Task automation is a successful shortcut used by many businesses to show availability to the customer. Many also use it as a marketing method, where customers receive direct offers, promotions, and updates about the company.
How is automation done?
1. Have a WhatsApp Business account:
If you don’t have one, you won’t have access to the automation features, and your WhatsApp account will be limited to the basic communication services it offers. To create an account, simply download the app and register the phone number you will use.
2. Access the WhatsApp API
To create an automated message, you will need to use a template known as a WhatsApp Template. These templates are available in the WhatsApp Business API, which is a tool designed for medium and large businesses to communicate with their customers on a larger scale. It makes the process easier and faster through the platform. It’s important to note that using the API incurs a cost, but it is the only way to automate your messages.
3. Integrate the app with other systems
This step is not mandatory, but it is recommended if you want to further improve your communication with the customer. WhatsApp Business API allows you to integrate with other systems such as your company’s software, a Live Chat, or even a CRM like Leadsales.
4. Identify the type of message to automate
These messages are sent only when a user has made contact with the company, meaning it is the response we will have when the customer initiates the conversation. One particularity of these messages is that they can only be sent within a 24-hour service window. Another important aspect is that, unlike other automated messages, this one can be personalized in your own way and does not have a strict format to follow. You can add elements you want and use the tone of your preference, although it is suggested to make it a message that creates a good first impression.
The name speaks for itself, but in case you still have doubts, these messages are automatically sent to the user when it is outside of business hours. For example, if a customer sends a message at 3 am, they will likely receive a response similar to this:
«Company X is recharging to provide you with the best service. We will contact you during our business hours from 8:00 am – 7:00 pm. Thank you for your interest, we love hearing from you.»
Assignment to an agent This is a way to choose the person who will handle the conversation based on their availability and expertise in the subject matter. And it doesn’t have to be just one person, you can share the same chat with an entire team of advisors who can help provide a more comprehensive service, regardless of whether they are connected on different electronic devices.
Assign to an agent
Chatbot Chatbots help reduce human tasks and allow for immediate attention to matters, as well as facilitate quick responses from users. Depending on the specificity of the question and the personal preference of the customer, they can decide if it is better for them.
The difficulty of automation is not the process to achieve it, but finding the opportunities where it benefits the performance of the company and the appropriate timing for each type of message. It is important to make the customer feel that they are not talking to a machine, but to an entire team that does their best to provide the most prompt response.
The difficulty of automation is not the process to achieve it, but rather finding the opportunities where it benefits the performance of the company and the appropriate timing for each type of message. It is important to make the customer feel that they are not talking to a machine, but to an entire team that does their best to provide the most prompt response.