WhatsApp Messages
    • 23 May 2024
    • 2 Minutes to read
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    WhatsApp Messages

    • Dark
    • PDF

    Article summary


    The WhatsApp environment includes features designed to improve communication between parties, like letting the sender know if the recipient read the message or was unable to receive it.
    CommBox aims to grant agents familiar experiences from their personal lives to enable smoother and more personal communication with their customers. This article covers these general features.

    Most of the capabilities described in this article are covered in the General section of the WhatsApp channel settings, which is also where general information about the business is entered.

    WA channel settings - Genral.png

    Changing the Profile Picture

    To add or change the profile picture that appears next to the agent's name during communications, navigate to Settings > WhatsApp and open the General section of the Channel Settings. At the Profile Picture, click Attached a file, select a picture, and click OK. Save changes at the top corner of the screen.
    The optimal size for the picture is 192x192 in a PNG file.


    Show Agent Name

    Agents can have their first names added to the messages displayed to the customers similar to typical WhatsApp group conversations.
    To prevent information clutter, not every message will have a name attached. The agent’s name will appear only if five minutes have passed since the previous message from the same agent. The name will also appear when an attachment is added to the message or when the previous message comes from a different entity.

    The agent’s name will not be added to Media messages, Survey messages, Automated messages, Bot messages, Business hours messages, System messages, or Campaigns.

    To activate this capability, navigate to Settings > WhatsApp module and select the relevant channel. In the General section of the channel’s settings, toggle the Show the agent’s name on messages.


    Sending Attachments

    When sending attachments, verify that the file sent does not exceed the maximum allowed size of the media file after compression and encryption.
    attachments max file size.png

    WhatsApp Read Receipts

    To view the WA Read Receipts (check marks next to each message sent in WhatsApp channels), navigate to Settings > WhatsApp, expand the General section of the specific WhatsApp channels, and toggle on the WhatsApp Read Receipt option.


    WhatsApp Undeliverable Message Indications

    When WhatsApp messages fail their delivery attempt, the system indicates it with a “Message undeliverable” message. The indication’s tool tip explains the reason for the failed attempt.

    Non-active/Technical Issues

    This indication informs the agent that the recipient can’t receive the messages sent. The tool tip explains that the user does not have an active WhatsApp account or can’t receive messages due to technical difficulties. This can direct the agent to find an alternative form of communication or update records.
    Message undeliverable - WA.png

    The error message will also appear at the bottom of the Compose section once you hit Send. Note that when sending a template to multiple numbers, there is no indication which number failed.
    Technical issues also include the recipient not accepting the new Terms of Service and Privacy Policy or simply not having a WhatsApp account.

    WhatsApp Experiments

    WhatsApp occasionally runs experiments to help assess the template's impact, user experience, and engagement. As a result of these experiments, about 1% of WhatsApp users will not receive marketing template messages sent to them by the business.
    CommBox advises the agents that their message was not delivered with a message error. Note that resending the message will not change the outcome, so choose a non-WhatsApp alternative.

    To learn more about this topic, click https://developers.facebook.com/docs/whatsapp/cloud-api/guides/experiments/

    WA experiment5.png

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