Send WhatsApp Message - Message a Customer from the Inbox
Start a WhatsApp message to a customer from the contact panel using your connected WhatsApp account, with templates for out-of-window messages.
Overview
Send WhatsApp Message lets you message a customer on WhatsApp from the contact panel, even when you are not already in an open WhatsApp thread with them. It is one of the followup tools in the inbox.
Prerequisites
- An active WhatsApp account connected in ChatMaxima
- The contact has a mobile number on file
Note: If the contact has no mobile number or no WhatsApp account is connected, the WhatsApp icon is disabled and its tooltip explains why.
Send a message
- Open the conversation in the inbox
- In the contact panel, click the WhatsApp icon in the quick actions
- The WhatsApp message composer opens
- Write your message, or pick an approved template if you are outside the 24-hour customer service window
- Send it to the customer
Note: WhatsApp only allows free-form messages within 24 hours of the customer's last message. Outside that window, use an approved template.
Followup tools
The WhatsApp icon sits alongside the other ways to reach a customer from the contact panel:
Next Steps
Send Email - Email a Customer from the Inbox
Send an email to a customer directly from the contact panel using your connected email account, without leaving the conversation.
WhatsApp Calling - Call a Customer on WhatsApp from the Inbox
Invite a customer to call you or place a business-initiated WhatsApp call from the contact panel, using your connected WhatsApp Voice number.