WhatsApp Features Upgrade
1. WhatsApp Features Overview
1.1. Connect to WhatsApp Cloud API
In Settings - WhatsApp, a "Cloud API Number" tab has been added. Users can add WS numbers through this channel and use them to initiate conversations or broadcast messages.
Usage scenario: With this feature, merchants can open Cloud API permissions through WhatsApp official channels and obtain relevant account numbers without going through third-party channels such as Twilio.
1.2. WhatsApp Application Template Optimization
In Message Broadcast - WS Message Template, after applying for the WhatsApp template, a pop-up window will appear showing the accounts that have successfully submitted and failed to submit, as well as the precautions for applying for the template.
Usage scenario: With this function, merchants can timely understand the specific circumstances of successful and failed message template submissions, making it easier for merchants to conduct further screening of the reasons for failed account submissions.
1.3. Modify Account Information on WhatsApp
In Settings - WhatsApp, you can now modify the account information of WhatsApp accounts.
Usage scenario: With this function, businesses can modify the profile picture of their WhatsApp account, so that when sending group messages, the account will appear more formal and humanized, thereby increasing the opening rate of message broadcasts.
1.4. Optimized the Display of WhatsApp Account Status
In Settings - WhatsApp, it is now possible to display the mark and ban status of an account, and the status is updated every hour.
Usage scenario: With this function, merchants can keep abreast of account status information. When an account is marked, merchants can follow the prompts to refrain from sending group messages, thereby reducing the chance of the number being blocked. When an account is blocked, merchants can change the account in time to continue sending group messages.
1.5. Message Broadcast Supports Scheduled Sending
In Message Broadcast - Create Broadcast Plan, a new sending time function has been added, which now supports scheduled sending.
Usage scenarios: With this function, merchants can send message broadcasts to customers on special holidays or according to their own needs to improve marketing reach.
1.6. Automatic Allocation Optimization
In Settings - Online Chat, a new option "Assign by customer service order" has been added.
Usage scenario: With this function, merchants can assign sessions to customer service members in order. Customer service staff who are offline or have exceeded the reception limit will not be automatically assigned, helping merchants to reasonably arrange customer service work tasks and workload.
1.7. FB Reply Support FAQ
In Online Chat, FB post comments now support FAQ replies.
Usage scenario: With this function, merchants can apply existing scripts to FB post comments to quickly reply to visitor messages and improve member response efficiency.
1.8. Unassigned Sessions Support Viewing Before Accessing
In Settings - Online Chat, a new switch button for viewing "unassigned sessions" has been added. When the button is turned on, unassigned sessions can be viewed before being joined. After members click to join the session, they will automatically jump to the assigned list. This function is also supported on mobile devices.
Usage scenario: With this function, members can first view the content of unassigned conversations, and then decide whether to reply based on the specific situation. For example, if they encounter spam messages, they can choose not to join the conversation, thereby improving customer service efficiency.
1.9. Sending Picture Templates Supports Replacing Pictures
- When you select the picture message template in Message Broadcast - Create Broadcast Plan, you can replace the picture.
- In Online Chat, when the conversation has not been replied for more than 24 hours and the user selects a picture message template, the picture can be replaced.
Usage scenario: With this function, merchants can change the image as needed in the selected image message template. Without other operations, they can send a new image message template based on the previous one, which improves operational efficiency.
