WhatsApp Business Configuration

General Feature Information

Feature Name:
WhatsApp Business Configuration

Feature Overview:
The WhatsApp Business Configuration in OTO enables businesses to streamline communication with their customers via WhatsApp. By creating templates and configuring WhatsApp settings, businesses can send predefined, branded messages for various purposes such as tracking, feedback, and address verification. This feature ensures personalized, real-time communication and actionable links for customers, enhancing customer satisfaction and engagement.

How to Use the Feature

Step-by-Step Instructions

Prerequisites:

1. WhatsApp Business Integration: Ensure that you have completed the integration of WhatsApp Business in the Other Integrations section. This includes obtaining credentials such as the WhatsApp Business ID and User Access Token.

2. WhatsApp Templates: Create message templates to define the structure and content of WhatsApp messages before configuring settings.

Step 1: Create WhatsApp Templates

Templates define the structure and content of messages sent via WhatsApp.

Steps to Create WhatsApp Templates:

1. Navigate to Settings > WhatsApp > WhatsApp Templates.

2. Click on Add WhatsApp Template.

3. Fill in the following fields:

   • Template Name: Enter a unique identifier for the template.

   • Category: Select the type of message (e.g., Utility, Feedback).

   • Connection Name: Choose the WhatsApp Business connection configured earlier.

   • Language: Select the message language.

   • Body Content: Write the content of the message, Type / to use predefined attributes such as (Client name, Tracking number, delivery company, customer name etc..) for dynamic data.

4. Click Save to finalize the template.

Step 2: Add WhatsApp Settings

Once templates are created, configure WhatsApp settings to activate message delivery.

Steps to Add WhatsApp Settings:

1. Go to Settings > WhatsApp > WhatsApp Settings.

2. Click on Add WhatsApp Setting.

3. Complete the following fields:

   • Name: Provide a unique name for the setting.

   • Message Type: Select the purpose of the message (e.g., Tracking, Feedback, Delivery OTP).

   • Connection Name: Choose the previously created WhatsApp Business connection.

   • Template Name: Select the corresponding WhatsApp Template.

   • Brand: Specify the brand associated with this setting.

   • Status: Set the status to Active or Inactive.

4. Click Save to activate the configuration.

Available WhatsApp Message Types and Their Functions

• Tracking: Notify customers with shipment tracking updates and links.

• Feedback: Request customer feedback after delivery or service completion.

• Undelivered Attempt: Inform customers about failed delivery attempts and allow them to reschedule.

• Return Request: Enable customers to initiate return requests.

• Delivery OTP: Send one-time passwords for secure delivery verification.

• Address Verification: Request confirmation or correction of the delivery address.

Configuration Details

Prerequisites Recap:

1. WhatsApp Business Integration: Ensure successful integration under Other Integrations before proceeding.

2. Create Templates: Message templates are required to enable message delivery.

Example Use Case:

Tracking Message

• Purpose: Send shipment tracking updates to customers.

• Setup Details:

  • Message Type: Tracking

  • Template Name: Tracking Update

  • Connection Name: WhatsApp Business - Main Account

  • Brand: Your Brand Name

  • Status: Active

• Message Example:
  "Your order is on the way! Track it here: {tracking_link}"

Troubleshooting and FAQs

Common Issues and Solutions:

1. Issue: Unable to send messages.
   Solution: Ensure that:

   • The WhatsApp Business Integration is active.

   • Templates are created and approved.

   • WhatsApp Settings are correctly configured.

2. Issue: WhatsApp Template not saving.
   Solution: Verify that all required fields (e.g., Template Name, Body Content) are filled correctly.

FAQs:
Q: Can I use multiple WhatsApp connections?
A: Yes, you can configure multiple connections for different brands or message types.

Q: Can I send messages in multiple languages?
A: Yes, templates can be created in various languages.

Q: What happens if I don’t create templates before adding WhatsApp settings?
A: The settings cannot be activated without a valid template, and messages cannot be sent.