The following is a list of the integrations supported by our system, highlighting key features and benefits. Click on any of the below integrations to explore detailed guides and connect the right tools to your system(s).
Create a dynamic form within a few minutes and embed it on your own and/ or business website. Dynamic forms can be customized to serve various purposes. Here are a few ways in which Dynamic forms can be customized:
To initiate a conversation with a customer, the customer should send a message or you must have to send a template message to the customer, which means that sending templates is the only way for you to initiate a conversation with a customer via WhatsApp business.
Before you can get started make sure you have setup your Meta business account and integrated it with Serviceform.
When creating WhatsApp message templates make sure to comply with the WhatsApp Business policies in order to avoid template rejections. Let's get started :
1. In the Dashboard, navigate to Settings -> Social Inbox -> WhatsApp and click the edit icon on the WhatsApp integration which you have created.
2. Click on Templates and create a template or. You would be re-directed to the WhatsApp manager site (Login if required). You can also access the templates dashboard via this link.
3. Click on Create template.
4. Select Marketing and then Custom. Click on Next.
5. Now, you can:
• Name your template and select your language.
• Select your preferred Header type - Text, Image, Video, Document, or Location. Currently, location cannot be configured.
• Enter the description and footer note.
6. Buttons can added to your template message to make it more interactive. It can be a CTA button or a Quick reply button.
To give your customers the option to unsubscribe from marketing messages, it’s recommended to add a Marketing Opt-Out button to your template messages.
While creating/ editing your template message in Meta :
1. Add a Custom Button.
2. In the Button Text field, insert one of the following pre-defined opt-out messages based on your audience’s language:
"Detener promociones", // Spanish
"Se désabonner", // French
"Stop promotions", // English
"Promotions stoppen", // German
"Lopeta markkinointi", // Finnish
"Ej marknadsföringsinlägg", // Swedish
"Parar promoções", // Portuguese
"ප්රවර්ධන නවත්වන්න", // Sinhala
"প্রচার বন্ধ করুন", //Bengali
"விளம்பரங்களை நிறுத்துக", // Tamil
"प्रमोशन रोकें", // Hindi
"宣伝を停止", // Japanese
"Pārtraukt reklāmas", // Latvian
The customers who have chosen to opt-out can be viewed on your dashboard via Campaigns -> Unsubscribers. The users can be resubscribed to the relevant campaign by clicking Resubscribe :
After submission, the template message will be reviewed for approval, which would take up to 24 hours. Thereafter, you can start sending template messages to the customer.
The quality score would depend on the engagement and customer feedback, which means the template would be disabled if it has a poor quality rating.
Once the template messages are created and approved by Meta, you can start to send them to the customers individually or in bulk (Campaign).
Let's learn how to send template messages individually :
1. Head over to your Serviceform dashboard and click on Chat -> WhatsApp. Finally, click on Start chat.
2. Enter your customer's number and select the phone number from which you want to send the message. Click on Preview.
3. Preview the message and click on Send.
Once the template is sent, a new chat would appear in your Social inbox. You can send another template to the same customer by clicking on Send template message :
In this scenario, you will be able to join the conversation only if the customer sends a WhatsApp message before or after the template message is sent :
After having a conversation, if the customer does not send a message for 24 hours, you will have to initiate the conversation again by sending a template message and wait till the customer responds.
WhatsApp campaigns involves sending template message to a group of customers via WhatsApp at once.
With Serviceform's WhatsApp campaign tool, you can easily add your audience and send messages to them all at once with a few clicks.
In order to send messages in bulk, you will need to specify your audience by updating their contact details. Let's get started :
1. In your Serviceform dashboard, click on Campaigns -> Audience. Click on Create an Audience.
2. Name your audience list and start by adding recipients via + Add recipient and/ or Import audience options.
• Add recipient
If you want to add recipients individually, you can click on + Add recipient button and fill in the details manually.
• Import audience
Bulk import your audience with a CSV file. Click Import Audience, upload your file, map the headers to the respective fields, and click Import.
3. Once you are done updating the contact information, click on Save audience.
4. Once the audience list is created, you can edit the audience list if required.
You can use WhatsApp campaigns to send template messages to the audience list which you have created before. Here is how you can do it :
1. Click on Campaigns and Create your first campaign.
2. Name your campaign, select WhatsApp under campaign type, select the audience list, and finally select the number (Optional) from which you want to send the template message.
3. Select your audience list or upload a csv (Audience list) if you have not created an audience list. Click on Next.
4. Select your preferred WhatsApp number and a template message. Click on Next.
5. Choose a WhatsApp bot for the campaign or disable the flow. If a bot is selected, the chat flow starts when the customer responds. If disabled, no chat flow will run when the customer responds, the live agents can join the conversation. Click on Continue.
6. Review the details and the agree to the statement by ticking the box. Click Send campaign.
With the use of variables, you can personalize WhatsApp messages sent via campaigns. Whether you're creating a new template message or editing an existing one, you can add variables to the message body.
1. Click on +Add variable under the Body text field. The variable will appear in curly brackets, example {{1}}, and will be automatically numbered.
Leave the number as it is, as the variable will be updated with values in the Serviceform campaign dashboard.
2. Add an example text for the variable.
3. Click on Submit for review once you have filled the relevant fields in the editor.
4. On the Serviceform Campaigns dashboard, under the Template section, select your preferred WhatsApp number and the template message which has the variable.
5. Type the Body text for the variable under the Template Preview section. The variable's value can be of two types:
Select this option if you want to set a fixed text value for the variable.
This option allows the variable’s value to be dynamically set based on data from the audience list, such as the user's first name.
6. Click on Next and Send campaign once you have reviewed the details.
An overview of the campaign's performance can be seen in the campaign dashboard.
In order to get a detailed report of the campaign's performance :
1. Click on the eye icon.
Overall statistics can be viewed and you will be able to check individual chat conversations of each person from your audience list by clicking on View chat :
The page will be redirected to the Serviceform social inbox. The customer's chat conversation be viewed and you can join the conversation if the customer has replied :
The pricing structure of the WhatsApp Business Platform has shifted to a per-message basis. You are now charged for each delivered message, with the charge varying based on the message category.
A message is considered delivered when it successfully reaches the recipient's device. The behavior and billing instances differ based on the message type used:
- Marketing Messages: Used for product updates, discount offers, new feature announcements, etc.
- Utility Messages: Used for payment reminders, delivery updates, opt-in confirmations, etc.
- Authentication Messages: Used for account verification, recovery, and other requests to verify identity.
- Service Messages (Non-template messages): Used for resolving customer inquiries, typically free-form replies.
Note: Except for service messages (non-template replies), all other message categories (marketing, utility, and authentication) generally require the use of template messages to initiate new conversations or communicate outside of an active customer service window.
The following are the instances when you will not be charged:
- Customer-Initiated Messages and Subsequent Service Messages:
- Free Entry Point Messages:
You still need to add a payment method to your WhatsApp Business Platform in the following scenarios:
Let's consider a scenario for "Acme Clothing Co.":
- 10:00 AM: Acme Clothing Co. sends a Marketing Template Message to a customer announcing a new summer collection.
- 10:05 AM: The customer replies "This is great! Do you have more sizes for product X?" This opens a 24-hour customer service window.
- 10:10 AM: Acme's customer service agent replies with a free-form Service Message (non-template) stating, "Yes, we do! Let me check the availability for you."
- 10:30 AM: The agent sends another free-form Service Message confirming, "Good news! Product X is available in your size. Would you like to proceed with the order?"
- Next Day, 10:06 AM: The 24-hour customer service window closes.
- Next Day, 2:00 PM: Acme wishes to remind the customer about Product X. They send a Utility Template Message ("Did you want to proceed with your order for Product X?").
Refer this article to know more.
Note :
• You can customize the template messages by adding Media (Images, documents or videos) and buttons.
• Template name can consist of 512 characters (Maximum).
• Template content can consist of 1,024 characters (Maximum).
• Businesses which are not verified can create up to 250 template messages.
• Verified businesses with approved Business name (In Meta), which uses their business phone number at least for one of its WhatsApp business accounts can create up to 6,000 template messages.
• Make sure to get the customers' consent before sending campaign messages in order to comply with GDPR's policies and WhatsApp policies. Refer this article to know more.
For more information about WhatsApp templates, refer to this article.
Congratulations, you are all set now to use WhatsApp business with Serviceform.
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