Setting Up WhatsApp

Integrating WhatsApp into the Referins can significantly enhance customer communication by providing a direct, convenient, and widely used messaging channel. 

Here's how to integrate WhatsApp into the Referins:

Navigation

Purchase the Whatsapp Subscription:

Navigate to Settings> Whatsapp; you can purchase WhatsApp by submitting and confirming your payment details. 

When you click the 'Confirm' button, the system will create your subscription, process the payment, and take you to the WhatsApp dashboard.

Step 1: Sign Up Using Meta Login

Accounts can quickly sign up for WhatsApp using their Meta (Facebook) login credentials. This simplifies the sign-up process by using existing information, making it quick and seamless to get started.

If your FB Profile is not associated with a Whatsapp Business Profile, it will let you create a Whatsapp Business Profile by guiding you through a few steps.

Step 2: Register with a Twilio/Lead Connector Phone Number

For WhatsApp registration, use a Twilio/Lead Connector phone number, which supports call OTP verification mode. This provides a secure way to register and verify the business account.

Step 3: One-on-one messages will be enabled

Once an account is established on the platform and WhatsApp Business is verified, the Referins will allow one-on-one messaging through the Conversations feature. This facilitates personal communication with each customer.

Step 4: Message Status Tracking

The Referins will display delivery and read statuses for all messages within Conversations, ensuring that communication is tracked and managed effectively.

Please Note:
So far, the system has performed well with one-on-one Conversations via WhatsApp. Bulk messages or Workflow messages via WhatsApp are not fully supported as this is a beta feature, and those capabilities need more bandwidth in the backend. This is being worked on and is expected to go live by December 2023.

Step 5: Template Creation and Approval Tracking

Users can create message templates within the Referins platform, which will be submitted to Meta for approval. The Referins tracks approval status and supports template creation in multiple languages.

Create a Template: Initiate a new message template within the Referins platform. This template will serve as a standardized message you can send to your contacts on WhatsApp.

Compose Your Message: Write the content of your message within the Referins template editor. Ensure that the message is clear and meets the purpose of your communication, whether it's for marketing, appointment reminders, or customer service.

Submit for Approval: Once satisfied with your template, submit it to Meta (formerly Facebook) for approval. This step is crucial as WhatsApp requires all templated messages to be reviewed to ensure they comply with their messaging policies.

Track Approval Status: The Referins will provide a way to track the status of your template approval process. You'll be able to see if your template has been approved or rejected or if it requires any modifications.

Use Approved Templates: After receiving approval from Meta, you can use your template to communicate with your customers on WhatsApp. You can send these templates directly or incorporate them into automated workflows for various customer engagement strategies. Be advised that workflows should be used to automate to a limited number of people now. As soon as the Whatsapp feature is no longer in beta, you can start bulk sending.

Step 6: Mini Dashboard for SMS Tracking

The Referins offers a mini dashboard where users can view metrics such as the number of outbound and inbound SMS sent via WhatsApp, helping businesses monitor their activity.

Key Features to Note:

• All inbound messages from leads are free of charge.
• Fees apply only for newly sent template messages.
• Upcoming features include attachment support for messages, threaded replies, new template creation flow, and integration of WhatsApp automation with workflow systems.

WhatsApp Conversation UI and Features

Request Payments via WhatsApp

Users can request payments directly through WhatsApp, simplifying the payment process for customers and streamlining transactions.

WhatsApp Business Account Integration

The WhatsApp Business Profile Management feature includes:

• Profile Picture Upload/Change: Easily update your business profile picture.
• Business Category: Define your business type clearly.
• Business Description: Provide an overview of your business to inform customers.

• Business Address: Ensure customers know where to find you.
• Email Address: Add your contact email for customer inquiries.
• Website: Link to your website for more information.

 To update your business profile, go to Settings > WhatsApp > Numbers, click on the three dots under Actions, and select Update Business Profile.

A banner has been added to facilitate the seamless connection of your WhatsApp business account.

Schedule Send

WhatsApp Schedule Send feature empowers businesses to enhance their communication strategies by scheduling messages for future delivery. Whether using template messages or free-form texts, this feature allows businesses to plan their outreach at times that best suit their customers, ensuring timely and effective communication. By aligning message delivery with customer preferences, businesses can improve engagement and maintain a consistent presence without the need for manual intervention.

Benefit: This feature streamlines communication efforts, allowing businesses to schedule messages in advance, which helps maintain a personal touch while saving time.

How to Use: To schedule a message, 

• Navigate to Conversations. 
• Select the contact. 
• Choose WhatsApp. 
• Pick the desired template. 
• Click the scheduling button. 

Set the preferred date and time, and confirm the schedule. 

Note that free-form messages can be scheduled up to 24 hours from the last inbound message received.

WhatsApp Connect Option in Launchpad

The Launchpad includes a call to action to connect your WhatsApp business account, allowing for better integration of communication channels.

How to Use These Features

Using the New Conversation UI

1. Access WhatsApp: Open your WhatsApp within the platform.
2. Navigate Conversations: Use the UI for a consistent and intuitive messaging experience.

Requesting Payments

1. Open Chat: Go to the chat with the customer.
2. Request Payment: Use the new option to request a payment directly through the chat.
3. Send Request: Complete the payment request process and send it to the customer.

Connecting WhatsApp Business Account

1. Locate Banner: Find the new banner within the platform.
2. Connect Account: Follow the instructions to connect your WhatsApp business account.

Using the Launchpad

1. Open Launchpad: Navigate to the Launchpad within the platform.
2. Select WhatsApp Connect: Click on the call to action to connect your WhatsApp business account.
3. Complete Integration: Follow the prompts to integrate your WhatsApp business account with other communication channels.

WhatsApp Flows: In-App Appointment Booking

The In-App Appointment Booking feature in WhatsApp Flows enables businesses to guide customers through an entire appointment scheduling process within WhatsApp itself. This feature minimizes friction by keeping interactions within the app, reducing drop-offs, and enhancing engagement with interactive, step-by-step conversations. With pre-filled customer information and real-time calendar integration, the booking process becomes faster and more personalized. 

Note: This feature does not support payments or recurring events, and only default form fields are available for bookings.

For more details and step by step guide, please review our article “WhatsApp Flows: In-app Appointment Booking”

FAQs

1. What is the purpose of integrating WhatsApp into the Referins?
   • Integrating WhatsApp into the Referins enhances communication by providing a direct and widely-used messaging channel. This integration allows businesses to interact with customers in real time, improving engagement and streamlining communication efforts.
2. How do I purchase a WhatsApp subscription within the Referins?
   • To purchase a WhatsApp subscription, navigate to Settings > WhatsApp, submit your payment details, and confirm the transaction. Once confirmed, the system will create your subscription and direct you to the WhatsApp dashboard.
3. Can I use my existing Meta (Facebook) credentials to sign up for WhatsApp in the Referins?
   • Yes, you can quickly sign up using your Meta (Facebook) log in credentials. This simplifies the process by using your existing information. If your Facebook profile is not associated with a WhatsApp Business Profile, the system will guide you through creating one.
4. How do I register my WhatsApp Business account with a Twilio phone number?
   • During the registration process, use a Twilio phone number that supports call OTP verification. This method provides a secure way to verify your business account on WhatsApp.
5. What types of messages can I send using WhatsApp in the Referins?
   • The Referins allows for one-on-one messaging through the Conversations feature, including both template messages and free-form messages. However, bulk messages and workflow messages are not fully supported at this time as these features are still in beta.
6. How do I create and get approval for WhatsApp message templates?
   • To create a WhatsApp message template:
     • Initiate the creation of a new template within the Referins.
     • Write the content of your message and ensure it aligns with your communication goals.
     • Submit the template to Meta for approval.
     • Track the approval status within the Referins, which will indicate if the template has been approved, rejected, or requires modifications. Once approved, you can use these templates in your communications.
7. Can I schedule WhatsApp messages for future delivery?
   • Yes, you can schedule both template and free-form WhatsApp messages for future delivery. For template messages, select the desired template, click the scheduling button, set the preferred date and time, and confirm. Free-form messages can be scheduled up to 24 hours from the last inbound message received.
8. How can I track the status of my WhatsApp messages in the Referins?
   • The Referins provides message status tracking within the Conversations feature. You can view delivery and read statuses for all messages, helping you manage and monitor your communication effectively.
9. What features are available in WhatsApp Business Profile Management?
   • The WhatsApp Business Profile Management allows you to update your profile picture, define your business category, provide a business description, add a business address, contact email, and link to your website. To update your profile, go to Settings > WhatsApp > Numbers, click on the three dots under Actions, and select Update Business Profile.
10. How do I request payments through WhatsApp?
    • To request payments via WhatsApp:
      • Open the chat with the customer.
      • Use the new payment request option within the chat.
      • Complete the payment request process and send it directly to the customer, making transactions more straightforward and convenient.