In this document, we will help you to prepare for inbound conversations. An inbound conversation happens when a customer sends you the first message and you respond to continue the chat. However, chatting with customers on WhatsApp is not as simple. WhatsApp has its set of rules for messaging. Here are some of the topics that we’ll cover for WhatsApp Inbound Conversations:
Understanding Customer Service Window
Submit and Send a WhatsApp Message Template
Adding a WhatsApp button to your Facebook page
Understanding Customer Service Window
A Customer Service Window is the 24-hour period when a customer initiates a conversation with your business. Once you reply to the customer, a service conversation will be opened. Once it has been more than 24 hours since customers last messaged you, you will be outside the customer service window. You can use a message template if you need to follow up with a customer.
Learn more about Customer Service Window here.
Submit and send a WhatsApp Message Template
A WhatsApp message template is sent outside the Customer Service Window and will reopen conversations with customers. This will help you follow up with customers that have not replied. We have prepared a sample message template that you can send as a follow-up to your customers.
Sample message template:
“Hello {{1}}, I'd like to follow up on our previous conversation. Is there anything else you need assistance with? Let me know and I'll be happy to help.”
However, you will need to submit the message template for approval first.
You need to have sufficient balance to send message templates. You can top-up your credits in your WhatsApp Fees on the respond.io platform. Learn more about WhatsApp Fees here.
Steps to send the message template:
Click the Send Message Template button in the messaging bar.
Select the sample template to send to your Contact.
Add the parameter text ($contact.name).
Review the information and click Send.
You can also create and use your own message templates. Learn more about message templates here.
Adding a WhatsApp button to your Facebook page
Adding a WhatsApp button to your Facebook page is a simple and effective way to get customers to message you. When a customer clicks the button, this opens a free entry point conversation where you will get a 72-hour free entry point conversation window, unlike the regular 24-hour customer service window. This gives you more time to respond to customer inquiries and provide them with the assistance they need without additional charges.
What you need to add a WhatsApp button to your Facebook page:
A WhatsApp Business Account (WABA) linked to your phone number.
A Facebook Business page.
Steps to add a WhatsApp button to your Facebook Business Page:
On your Facebook page, click Settings.
Click Linked Accounts.
Select WhatsApp on the left panel and enter the phone number used for your WABA.
Click Send WhatsApp Code to verify your number. You will receive a code on WhatsApp.
Enter the code and click Confirm.
Click Add Button to add the WhatsApp button to your Facebook page.
Learn more about how you can maximize entry points here.
Limitation
When a Contact sends certain types of WhatsApp messages, the message content may not be displayed in Inbox. Instead, it may appear as Unsupported message with a JSON payload.
This happens because WhatsApp supports some message types that are not yet supported on respond.io. The message is delivered, but its content cannot be shown.
Unsupported message types
The following message types are unsupported:
WhatsApp disappearing messages
Edited WhatsApp messages
WhatsApp oversized media files
WhatsApp Coexistence group or broadcast messages
Multiple images were sent in one go (Album)
View-once messages
WhatsApp flows
Interactive flow messages
Interactive CTA URL button messages
Interactive location request messages
Address messages
Reaction messages
For more information on message types, check out the Meta doc.
WhatsApp Coexistence related cases
Unsupported messages are not always caused by the message type itself. In some cases, they may occur due to how the sender is using WhatsApp.
This can happen when:
The sender is using an unsupported companion device, such as WhatsApp for Windows or WhatsApp for WearOS.
The sender is using a WhatsApp Business API or WhatsApp Coexistence account to message the business phone number.
Recommended actions
The steps you can take depend on the message type and situation.
For disappearing or view-once messages:
Ask the Contact to turn off disappearing or view-once message settings.
Ask the Contact to resend the message.
For WhatsApp Coexistence or unsupported device messages:
Ask the Contact to resend the message from their primary WhatsApp device.
For other message types that cannot be resent successfully:
Ask the Contact to share the message via screenshot or text.
FAQ and Troubleshooting
Why does a WhatsApp message show as sent but the Contact didn’t receive it?
Once WhatsApp accepts a message, delivery depends on the Contact’s availability and account status. In some cases, WhatsApp may mark a message as delivered even if the Contact does not receive or see it.
This can happen when:
The Contact did not come online during the 30 day window where we hold messages for offline customers.
The Contact blocked the business phone number or another business phone number owned by the business.
The Contact is in a restricted or sanctioned country.
Meta didn’t return the delivered message webhook.
The Contact is using multiple devices, and the message was delivered to only one device.
Once this happens, the message content cannot be recovered or resent automatically.
What you can do
Contact the Contact through another Channel.
Ask them to send you a new message.
Resend your message within an open conversation window.
Next steps
You’ve learned about Customer Service Window, sent a message template to follow up on your customers and added an entry point for customers to reach out to you. You’re ready for the next step - Getting Ready for Promotional Messaging.
