Therefore WhatsApp conversations, unlike say SMS conversations only last for 24 hours and cannot continue over several days (or weeks) as could happen with SMS. Sessions last for a maximum of 24 hours from the most recently received incoming message. ![]() The session would include the incoming messages and any subsequent outgoing replies. Session messages are messages that are incoming messages from a customer. ![]() (As we can now send outbound SMS and WhatsApp messages!) In this post I am going to concentrate on incoming messages! I might return to more detail around outbound / transactional messages in a later post. (For example: “Your order has been dispatched”.) They can only be sent to users who have opted to receive messages from your organization. Template messages are outbound messages, these are transactional messages with a pre-approved format. You might need to appreciate WhatsApp message types and the 24 hour rule … as this is slightly different to some social platforms. ![]() The WhatsApp feature of Omnichannel for Customer service supports WhatsApp integration via Twilio. WhatsApp is obviously a widely adopted social channel with many customers favouring engaging with businesses using WhatsApp. Microsoft’s Omnichannel for Customer Service supports the WhatsApp channel, in this post I will explain how I configured this to work in my environment.
0 Comments
Leave a Reply. |