Whatsapp APIs

 

uContact can be integrated with WhatsApp APIs to create providers and campaigns.

As they are integrations, whenever WhatsApp is required, the service of each provider must also be contracted.

To do this, just contact the Integra CCS sales team.


WhatsApp providers

First, you have to create the provider, below you can see a list of providers that are compatible with uContact.

Within each provider, you can see how to obtain the necessary information and how to configure it in uContact.

WhatsApp’s providers are configured the same as SMS providers in the section
Providers → SMS/WhatsApp.


WhatsApp campaigns

After creating the provider, everything will be ready to create a campaign and start working.

Within each provider, you can see how to create a campaign for each of them.


Infobip


Important WhatsApp concepts

Opt In

To guarantee data accuracy, it is always suggested to invite the end customer to contact us via WhatsApp.

In turn, a box can be included in the invitation in which the WhatsApp number is requested.

You can create a database in the following ways:

  • Sending an SMS with a link to WhatsApp requesting Opt In.

  • Place on the web a chart requesting the information.

  • Create mailing chains in order to collect numbers.

  • Train contact center agents to request Opt In by telephone.

Example Opt In Netflix:

Opt Out

Let customers indicate if they do not want to receive any more messages from you on WhatsApp.

This way, we can avoid being classified as Spam.

Messages

It is significant to note that to start a conversation on WhatsApp, it is necessary that the message format is one enabled by your provider, if you try to start a conversation without an enabled template, it will never start.

Any other message structure sent to the client may be taken as Spam.

When a user answers, a session starts and lasts for 24 hs, within that time you will be able to send any message without the necessity of it being a template.

Your {{1}} appointment is coming up on {{2}}.

  • A message with a base of 100 numbers is sent to the dialer:

  • ‘Your Crystal Lounge appointment is coming up tomorrow at 12:00PM’

  • This message will be delivered to all recipients, whoever responds will initiate an interaction for the corresponding SMS campaign, being able to speak with an agent in case they have questions, etc., about the appointment.

To start working with WhatsApp by sending messages it is necessary to use templates, they must be requested from the provider to be approved.

Avoid SPAM!

  • Actively sending messages of a SPAM nature are prohibited (Marketing, Promotions, etc.).

  • There are infinite messages that can be invasive, aggressive. For this reason, it is mandatory to have a reliable customer base for WhatsApp.

  • If you communicate promotions in other channels that make the client request more information, it is not considered Spam, as long as the client enters their WhatsApp and requests it (the conversation has to be initiated by the end client).

  • Keep in mind that it will be the end customer who decides if you are helping, informing, or bothering him. For this reason, it is suggested to maintain friendly communication.