# Respond.io | #1 AI-Powered Customer Conversation Management Software ## [Overview](https://respond.io/) **Respond.io's Conversation-Led Growth™ Framework** The only customer conversation platform with 8 years of market leadership, enabling businesses to Capture, Convert and Retain customers across the complete customer journey. Trusted by Meta and TikTok for early feature access, respond.io delivers the quickest ROI in the market with enterprise-grade security and 99.999% uptime. **Unified Inbox for All Conversations** Every conversation, from anywhere, consolidated into one powerful platform. Connect every channel including WhatsApp, Facebook Messenger, Instagram, TikTok, email, website chat, and more - ensuring no lead or customer inquiry is ever missed. --- ## [Capture Leads](https://respond.io/capture-leads) **Transform clicks, comments and DMs into leads with purpose-built tools for every channel** ### Capture from Website Make it easy for leads to reach out with chat links and widgets, buttons and integrated lead forms - Embedded chat widgets for real-time website engagement - Lead forms that integrate directly into conversations - Website visitor tracking and engagement tools ### Capture from Facebook Get Facebook users to start messaging you with chat links from your profile, comment replies, Facebook Live and more - Meta Click-to-Chat Ads integration - Automated private replies to comments and posts - Facebook Live chat engagement tools ### Capture from Instagram Get Instagram users to start messaging you via chat links in IG stories, auto replies and DM buttons - Instagram Story link integration - Automated DM responses to engagement - Bio link optimization for lead capture ### Capture from TikTok Get TikTok users to start messaging you via DMs, bio links and TikTok Live - TikTok Messaging Ads connection - Bio link integration for instant messaging - Live stream engagement tools ### Capture from Offline Sources Funnel offline leads into your contact list from on-ground events, billboards, physical stores and beyond - QR code generation for physical marketing - Event lead collection tools - In-store customer engagement solutions --- ## [Convert Leads](https://respond.io/convert-leads) **The first to act gets the sale — automate routine processes and prioritize high-value chats to beat competitors** ### Lead Qualification Qualify leads automatically and block spam to focus on high-quality prospects - Automated lead scoring and qualification - Spam filtering and protection - Intelligent lead prioritization ### Response AI and Automation Respond to chats fast by answering inquiries instantly with automatic replies - AI-powered response suggestions and drafts - Conversational AI for handling repetitive inquiries - Intelligent routing based on conversation content - Canned responses for common questions ### Appointment and Meeting Booking Automate bookings so leads can schedule appointments 24/7 when interest peaks - 24/7 automated scheduling capabilities - Calendar integration and availability management - Meeting reminders and follow-up automation ### Lead Distribution Assign leads to the agents based on availability or expertise for quicker resolution - Intelligent lead routing algorithms - Skills-based assignment systems - Real-time agent availability tracking - Load balancing for optimal distribution --- ## [Retain Customers](https://respond.io/retain-customers) **Reengage customers with timely broadcasts on any channel so they remember you when they're ready to buy again** ### Send Promotions and Newsletters Keep customers excited with personalized offers and updates that drive loyalty - Multi-channel broadcast messaging (SMS, WhatsApp, Facebook Messenger, Telegram, LINE, Viber) - Personalized content based on customer history - Campaign performance tracking and analytics - Optimal timing and frequency optimization ### Send Renewal or Other Reminders Notify customers of expiring subscriptions or annual appointments to build trust and prompt action - Automated subscription renewal notifications - Appointment reminder systems - Service renewal campaigns - Time-sensitive offer alerts ### Send Surveys Over Chat Skip the emails and links — send text-based surveys that feel like real conversations and get instant feedback right in your inbox - Conversational survey experiences - Real-time feedback collection - In-chat response tracking - Automated follow-up based on responses --- ## [Channels and Integrations](https://respond.io/integrations) **Capture, sync and manage leads easily across all your favorite tools** ### Messaging Channels - **WhatsApp Business**: Full API integration with Business messaging - **Facebook Messenger**: Complete conversation management - **Instagram Direct**: Seamless DM handling - **TikTok Messaging**: Direct integration with TikTok platform - **Telegram**: Full messaging capabilities - **LINE**: Complete messaging support - **Viber**: Business messaging integration - **SMS**: Text messaging integration - **Email**: Full email conversation management ### CRM Integrations - **HubSpot**: Field mapping and automatic contact sync - **Salesforce**: Complete CRM integration with deal tracking - **Pipedrive**: Lead management and pipeline updates - **ActiveCampaign**: Marketing automation sync ### E-commerce Platforms - **Shopify**: Order tracking and customer support integration - **WooCommerce**: Complete e-commerce messaging support ### Productivity Tools - **Zapier**: Access to 5,000+ app integrations - **Google Sheets**: Automatic data synchronization - **Slack**: Team notifications and workflow integration ### Developer Resources - **API Access**: Comprehensive developer API for custom integrations - **Webhook Support**: Real-time data synchronization - **Custom Workflow Builder**: Advanced automation capabilities --- ## [Pricing](https://respond.io/pricing) **Plans Built to Scale Your Business** ### Starter Plan - $79/month Perfect for small teams getting started: - 5 users included - Team & Custom Inboxes - Mobile App access - Respond AI: AI Prompt and AI Assist - Basic Reports and analytics - Two-Factor Authentication (2FA) - Growth Widgets for lead capture - Unlimited monthly active contacts ### Growth Plan - $159/month Enhanced features for growing businesses: - 1,000 Monthly Active Contacts included - Broadcast messaging capabilities - Basic workflow automation - Advanced reporting and analytics - Additional team collaboration tools ### Advanced Plan - $279/month Comprehensive solution for established businesses: - 1,000 Monthly Active Contacts with flexible scaling - Advanced workflows and automation - Advanced reports and detailed analytics - Additional integrations and API access - Priority customer support - Custom workflow builder ### Enterprise Plan - Custom Pricing Tailored solutions for large organizations: - Custom Monthly Active Contact limits - Dedicated account management - Advanced security and compliance - Custom integrations and API development - SLA guarantees and priority support - White-label options available **Flexible Pricing Benefits:** - Pay only for contacts you actively communicate with - Free 7-day trial available - No setup fees or hidden charges - Annual billing discounts available --- ## Resources ### [Contact Us](https://respond.io/contact) **24/5 Live Support & 24/7 AI Support** Get expert assistance when you need it with comprehensive support coverage and dedicated account management for Enterprise clients. ### [Video Guides](https://respond.io/video-tutorials) **Master Business Messaging from Industry Experts** Comprehensive video tutorials and training materials to help you build stronger customer connections and optimize your messaging strategies. ### [Developer Hub](https://developers.respond.io/) **Complete Technical Documentation** Comprehensive guides and API documentation to help developers integrate and customize respond.io for their specific business needs: - API Reference and documentation - Webhook integration guides - Custom workflow development - SDK and libraries - Code samples and tutorials ### Tools #### [WhatsApp Pricing Calculator](https://respond.io/whatsapp-pricing-calculator) **Calculate Your WhatsApp Business Messaging and Calling Costs** Interactive tool to estimate your WhatsApp Business API costs based on your messaging volume and usage patterns. #### [WhatsApp Link Generator](https://respond.io/whatsapp-link-generator) **Create WhatsApp Links Instantly** Generate click-to-chat WhatsApp links for your marketing campaigns, website integration, and customer communication needs. #### [WhatsApp QR Code Generator](https://respond.io/whatsapp-qr-code-generator) **Create WhatsApp QR Codes** Generate QR codes that directly connect customers to your WhatsApp Business conversations for offline marketing and in-store experiences. --- # Customer Stories ## [80% Decrease in First Response Time: How respond.io Transformed E4CC's Customer Support](https:/respond.io/customers/how-e4cc-consolidated-22-siloed-regional-offices-on-one-platform) E4CC offers English language training to Latin Americans looking to secure jobs in call centers. In addition to grammar and vocabulary, it teaches employable skills such as sales, customer service and technical support. The business has 22 branches in four countries, as well as an online service for international students and the English4Kids arm for school-aged children. ### The Problem As E4CC continued to scale, it struggled to get a clear picture of overall performance as its businesses across Central and South America were operating in silos. It also needed to revamp its conversational support methods as resolution times were too high. For both, E4CC needed a solution that it could implement across the region.‍ ### The respond.io Solution E4CC had been working with a local SaaS provider but approached respond.io to see if a more effective strategy could be developed. The following solutions were implemented. #### Regional Operations were De-siloed for Easy Management All contacts, channels and conversations for operations across Latin America were consolidated on respond.io for a single source of truth and seamless contact management. Operation efficiency of the online education service increased as agents now have inter-country access to sales and support channels for international students. Meanwhile, managers can monitor agent load and performance in real-time from anywhere. A comprehensive reporting and analytics stack allows them to filter data to pick up on any anomalies and set team and individual agent KPIs (key performance indicators). #### Sales and Support Channels were Analyzed and Adjusted Initially, E4CC relied on Facebook, utilizing a global Facebook Page and individual country Pages for all customer communication. However, resolution times for support cases were prolonged due to slow customer responses. Recognizing the effectiveness of its Facebook click-to-chat ad campaigns as the primary driver of new student sign-ups, E4CC, after consulting with respond.io, decided to retain the channel for sales use. They then integrated WhatsApp via a [respond.io partner](https://rspd.link/get_waba_360dialog), transitioning support to WhatsApp, [the preferred messaging app in Latin America](https://respond.io/blog/top-messaging-apps#toc-mobile-9). This strategy allowed E4CC to maintain its high-traffic advertisements and simultaneously optimize both customer acquisition and support. Now, agents are not only able to respond to inquiries but also can send the first message using personalized templates or broadcasts to update students about their classes or accounts. #### 3x Faster Chat Routing Agents used to assist contacts as they moved through the sales funnel. Respond.io enabled agents to segment contacts with tags and use [Workflows automation](https://respond.io/blog/inbound-conversations) to reduce manual intervention in the sales journey via automated messages and [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-mobile-0). The support funnel was similarly automated. Instead of personally alerting an agent or team about specific support requests, respond.io assisted E4CC in implementing a precise routing system with a menu of support functions. Customers merely select a support function and are [automatically assigned to an agent](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) in the right team. > Respond.io has revamped the way we operate at E4CC and the results speak for themselves. One of the things we really want to highlight is the support we receive from our Customer Success Manager at respond.io. Our journey with the team so far has not only been productive, but also a very pleasant one! – Luis Castillo, E4CC ![](https://images.ctfassets.net/ph8r57dk1q9w/58LXN71xaX9zKJZYt3s0Bp/86afbe79c68054a8e25181f32c920ef6/66cc2ce1ae967dfb111106bd_Case_20Studies_20-_20E4CC_20Image_2003.jpg) ### Results After uniting operations across the region on a single platform, E4CC noticed an immediate improvement in operation efficiency, contact management and communication speed and quality. The implementation of routing logic, for instance, has dramatically decreased first response time by 80%. Choosing the right channels for conversational sales and conversational support also improved engagement, with support agents reporting faster resolutions over WhatsApp. The ease of integrating channels encouraged E4CC to connect Instagram and Telegram as secondary channels for sales and support respectively. E4CC is now keen to explore voice calls on respond.io to truly unify all customer communication on one platform. ## [Anglo Healthcare Increases Conversions by 60% with Respond.io's AI Agents](https:/respond.io/customers/student-recruitment-agency-increases-conversion-60-percent-with-ai-agents) Anglo Healthcare is a UK-based education recruitment business that helps international students enroll in healthcare courses at universities in the UK, US, Canada, Australia and Hungary. The business partners with universities and earns commission when qualified students are accepted. To support growth, Anglo Healthcare relies on digital channels like Google and Meta ads to generate leads and guide prospective students through complex admissions processes. ### The problem: Qualifying leads and processing applications at scale Anglo Healthcare was attracting high volumes of leads through WhatsApp, Facebook Messenger, Instagram, TikTok and webchat, but handling conversations on separate channels became increasingly unsustainable as the business grew. In 2022, the business began using respond.io to manage multiple channels through a single inbox so leads could be tracked, routed and followed up on properly. However, as lead volumes continued to rise, another issue became harder to ignore. Admissions counselors were struggling to respond to new inquiries quickly enough. Delays in response meant a higher risk of losing leads before they could be properly qualified. At the same time, speed was not the only concern. It was also crucial for counselors to provide accurate, consistent details to ensure students met the strict documentation requirements for both admissions and visas. Any gaps, conflicting advice or missed requirements could affect student trust, create compliance risks and potentially cause application issues later in the process. ### The respond.io solution As Anglo Healthcare looked for a way to handle growing inquiry volumes without compromising service quality, respond.io introduced AI Agents. This was just what the business needed to qualify leads at scale and ensure advice accuracy and document processing compliance. #### Centralize high-volume lead conversations in one inbox Anglo Healthcare first adopted respond.io to manage rising lead volumes across multiple channels. Instead of handling conversations separately in each app, the team could now manage inquiries from WhatsApp, Facebook Messenger, Instagram, TikTok and webchat in a single place. This made it easier for the business to keep track of leads generated through Google and Meta ads and ensure that no inquiry was missed simply because it came in through a different channel. With all conversations visible in [one inbox](https://respond.io/team-inbox), admissions counselors gained a clearer view of each prospect and the business established a stronger foundation for scaling its operations. To support this system, Anglo Healthcare connected its lead generation forms to respond.io, initially through [Zapier](https://respond.io/help/zapier/zapier) and later through [Make.com](https://respond.io/help/integrations/make). It also built multiple Workflows for routing and integration, allowing leads to move through the funnel more efficiently and reducing manual effort for the team. #### Qualify leads instantly and collect documents with AI Agents As the volume of inquiries increased, the business deployed [AI Agents](https://respond.io/ai-agents) in respond.io to handle the early stages of the conversation, qualifying leads and collecting documents before handing them over to a human admissions counselor. AI Agents were set up for each of the five countries where partner universities are located to tailor the experience to different destination requirements. This helped ensure students received relevant guidance from the start while also making qualification more structured and efficient. By using AI Agents to handle incoming inquiries instantly, Anglo Healthcare avoided the delays that previously occurred when counselors were overwhelmed by lead volume. Instead of waiting for a manual response, prospective students could begin the qualification process right away, keeping them engaged and moving through the funnel. This approach also saved counselors significant time. Rather than spending their day answering repetitive initial questions or chasing incomplete submissions, they focused their attention on leads that were already qualified and ready to apply. #### Ensure consistency, compliance and fraud prevention at scale Students need clear guidance on critical requirements for admissions and visas, but it was hard for Anglo Healthcare to maintain the accuracy and consistency of counselors’ responses as the business scaled. Respond.io’s AI Agents addressed this by delivering standardized, accurate responses every time. This ensured students received the information they needed without variation from one counselor to another, building trust while reducing the risk of confusion or missed requirements. The result was not only better consistency but also stronger compliance. With documentation playing such an important role in healthcare education placements, Anglo Healthcare needed to make sure nothing slipped through the cracks. AI Agents supported this by making the qualification and document collection process more structured, while also helping the business monitor conversations for potential issues such as false documentation. This gave Anglo Healthcare a more reliable and scalable way to manage complex student journeys while protecting operational quality as lead volumes continue to grow. > *"Before respond.io, a delayed response meant students dropped off and failed to enroll; and for a commission-based business, that means lost revenue. Our conversion rate is up 60% and what that number really represents is leads we paid to acquire completing the enrollment process."* > — Millat Hossin, CEO of Anglo Healthcare ![image%20of%20students%20in%20a%20medical%20education%20program%20in%20the%20UK.%20Anglo%20Healthcare%20uses%20respond.io%20to%20recruit%20students%20from%20around%20the%20world%20to%20medical%20education%20programs%20in%206%20countries.%20](https://images.ctfassets.net/ph8r57dk1q9w/1ybjjaK9NAL19A5rLZLj8F/87f34270c7fe02c34c219b303f696b17/Anglo-Healthcare-Image02.png) ### The results By centralizing conversations across all lead generation channels on respond.io and using AI Agents to qualify leads, collect documents and deliver accurate responses, Anglo Healthcare significantly improved the speed and quality in its admissions process. The business achieved a **60% increase in conversion rates** (defined by completed enrollments), driven by instant engagement and faster qualification of prospective students. At the same time, AI Agent-led conversations deliver **100% consistency and accuracy in responses**, helping Anglo Healthcare build trust with students while supporting compliance with university admissions and visa requirements. With AI also handling **500+ monthly leads**, the business reduced the need to hire additional counselors while improving efficiency across the team. As a result, admissions counselors now focus on supporting qualified prospects instead of managing repetitive early-stage inquiries. Anglo Healthcare has built a more scalable lead management process with respond.io, allowing it to expand globally while maintaining the accuracy, responsiveness and operational control required in a highly detail-sensitive business. Want to achieve similar results for your business? [Contact us for a free consultation](https://respond.io/demo) today! ## [Automating 40% of Its Tasks, Moj for Creators Boosts Resolution Time By 94%](https:/respond.io/customers/how-moj-for-creators-supports-200k-creators-in-15-languages) Moj for Creators is a training program by Indian video sharing service Moj. It equips selected video creators with the tools and skills to become Moj influencers through technical and creative courses, coaching and mentorship. The brand also runs trend workshops and advanced courses for established creators. ### The Problem As a fast-growing brand, Moj for Creators needed to enable reliable communication with creators as quickly as possible. Its chosen platform had to work at scale and support multiple teams as well as reach a massive, multilingual audience spread across India. In addition to supporting 1:1 conversations in several local languages, it wanted to segment groups of audiences and send tailored broadcasts. It also needed to supervise its outsourced agents remotely. In the long term, the brand planned to automate most of its processes for greater efficiency and reduced dependency on human agents.‍ ### The respond.io Solution Moj for Creators surveyed several solution providers in the market. It chose respond.io as its setup was relatively straightforward and agents could quickly start talking to creators. #### WhatsApp API was Connected to a Central Inbox As the [most popular messaging app in India](https://respond.io/blog/top-messaging-apps#toc-mobile-8), WhatsApp was the natural choice for a communication channel. Moj for Creators connected [WhatsApp API](https://respond.io/blog/whatsapp-business-api) with respond.io’s inbox so [multiple teams](https://respond.io/blog/whatsapp-business-multiple-users) of agents could initiate and reply to conversations. This includes 15 teams providing support to 200,000 creators in 15 languages — all from a single WhatsApp number. #### Routine Tasks across Operations were Automated While features like [canned responses](https://help.respond.io/l/en/workspace-settings/snippets) increase conversation efficiency, the sheer volume of daily conversations was hard to handle manually. Moj for Creators used respond.io’s [Workflows automation builder](https://help.respond.io/l/en/workflows/workflows-overview) to automate several processes and phases in the creators’ journey. This includes an entirely automated onboarding process, [chat routing](https://help.respond.io/l/en/convert-leads/how-to-route-contacts-by-their-preferred-language) by language and program stage, round-robin [assignment to an available agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) and [support escalation](https://respond.io/blog/escalation-management). Through [HTTP requests](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-4), the brand is able to integrate Google Sheets for data recording when necessary. #### Creators were Segmented for Promotional Messaging and Notifications Moj for Creators [categorizes](https://help.respond.io/l/en/contacts/contact-details#tags) creators by language, content genre, location and stage in the program, among others. This allows it to segment creators for broadcasts to promote events such as genre-specific workshops or send bulk updates for certain courses. The brand also regularly runs trend challenges and uses [Variables](https://help.respond.io/l/en/dynamic-variables/dynamic-variables) and HTTP Requests to notify the winners. #### Agents could be Supervised Remotely and Assigned KPIs As it outsources its support, Moj for Creators needs visibility over agents’ conversations with creators and their outcomes. Respond.io enabled managers to supervise ongoing conversations, [step in to guide agents](https://help.respond.io/l/en/contacts/contact-activity?_ga=2.228577880.417049847.1666333100-363328488.1646196266#comments) if they need help and track metrics such as first response times and resolution times through the [analytics component](https://help.respond.io/l/en/support-use-case/reporting-for-support?_ga=2.223386206.417049847.1666333100-363328488.1646196266). The brand now sets key performance indicators (KPIs) to reduce resolution times further and improve support quality. > “Respond.io quickly improved our performance and we still have yet to realize the full potential of the platform. At the speed we’re going, this is sure to happen. Workflows was a revolution for us. Ultimately, we want to reduce our dependency on agents and automate most communication, unless it’s sensitive or urgent. We believe respond.io will let us do this swiftly and at scale.” — Romel Raj Krishna, Associate Manager for Moj for Creators ![](https://images.ctfassets.net/ph8r57dk1q9w/zakfeYDtq26NdmXBYMYnK/e710f72c32a1dbcb83c3aa871e9c2aa2/66cc2ce1ae967dfb111104ac_CaseStudies-MojforCreatorsImage04_b2cba4bd836e09db3ae8872afffbf717_800.jpeg) ### The Results As Moj for Creators works with emerging and successful talents alike, it needs to be able to support the entire creator lifecycle and build long-term relationships with its creators over instant messaging. Moj for Creators sends over 20,000 targeted broadcasts per day to keep creators updated about its program and events. By tweaking its strategies with respond.io’s tools, Moj for Creators has reduced support resolution time from 38 hours to under 2 hours — an impressive 94% improvement. Respond.io empowers it to design the exact creator experience it wants with a customizable mix of automation, analytics and human input. The brand has successfully automated 40% of its processes using Workflows for quicker task execution. However, it maintains human agent access for a more personal experience in complex support cases. Want to tailor a similar solution for your company? [Reach out to us](https://respond.io/contact) today. ## [Behind Apna's Success: 30-Minute Resolution Times Unveiled](https:/respond.io/customers/breaking-down-apna-success-30-minute-resolution-times-unveiled) Apna, formally known as Apnatime Tech Pvt Ltd, acts as a vital link between recruiters and job seekers, serving a diverse clientele ranging from small enterprises to large corporations. The company takes pride in helping 22 million job seekers secure employment opportunities across 73 cities throughout India.‍ ### The Problem Apna initially provided support through website chat, but this approach had a flaw. Website chat sessions closed when recruiters left the website portal, preventing agents from being able to send them updates. To address this issue, Apna sent recruiters case updates via WhatsApp API on a third-party messaging platform. However, this solution introduced a new problem: The WhatsApp messages weren't visible in the website chat interface so agents could not reference them for context when recruiters brought them up. Moreover, the web chat system didn't keep a record of conversation history, which made it even harder for support agents to obtain context. Lastly, recruiters often accessed the website chat on their mobile phones, but this posed additional challenges. The website chat interface did not facilitate a smooth experience on phone devices, making many simple tasks such as sharing screenshots cumbersome. Consequently, recruiters expressed their preference for two-way communication on WhatsApp. To tackle these challenges, Apna decided to seek an omnichannel support solution, aiming to consolidate website chat and WhatsApp in one platform to provide the necessary context for more effective customer assistance. ### The respond.io Solution After evaluating various choices, Apna opted for respond.io’s [Enterprise plan](https://respond.io/pricing). This decision was solidified by respond.io's comprehensive features, seamless integration with Apna's existing software and its impressive growth trajectory. The following solutions were implemented. #### WhatsApp Business API was Connected as a Channel Integrating [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api) with respond.io significantly improved communication with recruiters. WhatsApp’s multimedia capabilities make communication a breeze, and sharing screenshots to provide context is not a hassle anymore. What’s more, now agents can follow up with recruiters whenever needed over WhatsApp, something that wasn’t possible with web chat. By connecting WhatsApp Business API to respond.io, Apna achieved more efficient and satisfactory conversations between recruiters and support agents. #### Messaging Channels were Consolidated in an Omnichannel Inbox. Apna seamlessly integrated WhatsApp Business API and web chat into [respond.io's omnichannel inbox](https://respond.io/blog/omnichannel-support) and was pleasantly surprised to find email was a supported channel as well. Realizing the advantages of [streamlined conversation management](https://respond.io/blog/customer-conversation-management), Apna swiftly included email in its omnichannel strategy. Apna's new omnichannel approach not only improved its operations but also positioned it for future growth. With the ability to handle multiple communication channels in a centralized inbox, Apna is now set to more effectively manage a growing user base and meet increasing demands for its services, as well as scale its teams quickly. #### Comprehensive Customer Profiles and Conversation Histories Provide Context at a Glance Managing conversations on multiple platforms comes with a major challenge: Recruiter profiles and chat histories are siloed. This makes gaining context difficult. At the click of a button, Apna’s support team can now [merge contact profiles](https://respond.io/blog/merge-contacts) and conversation histories across channels, creating a single customer story. In addition, Apna has access to ample customer context in the [respond.io Messages Module](https://help.respond.io/messages/messages-overview). When a recruiter contacts the company, support agents can see past interactions over different messaging channels in a single conversation thread. With first-hand access to customer context like never before, Apna’s support team is not only able to resolve cases more quickly but is also able to give more informed and personalized assistance. > *Respond.io provided a scalable, flexible and reliable chat solution during our hyper-growth stage, allowing us to support thousands of recruiters daily. Its advanced technology facilitates stable and efficient conversations with our team, which enables recruiters to optimize their recruitment processes and inspires confidence in our platform.* — Zoyeb Batliwala, Director of Employer Success at Apna. ![](https://images.ctfassets.net/ph8r57dk1q9w/2R5FUNoV5GOSuC9J5qhZrc/f3d34ae90b85a5a138cb28d477b5e41a/6694d6b12712e4111cc199a9_Case_20Studies_20-_20apna_20Image_2002.jpg) ### The Results Apna's partnership with respond.io transformed its communication strategy with recruiters and yielded remarkable results. By integrating WhatsApp Business API, web chat and email into a unified omnichannel inbox, Apna significantly improved its customer experience. The metrics speak volumes. Now equipped with context, Apna’s support team achieved an impressive first response time of under 5 minutes for 80% of its customers, demonstrating a commitment to swift and attentive customer service. Resolution times under 30 minutes for 80% of customers highlight Apna's ability to efficiently address user inquiries and concerns. Most notably, a customer satisfaction rate that exceeds 80% is a testament to Apna's successful adoption of respond.io's tools and its ability to meet and exceed customer expectations. This underscores the positive impact of streamlined communication for customer support in the field of talent recruitment. ## [Bella Piel Received an Award For Elevating Customer Experience In Latin America By Cutting Down Response Time By 37%](https:/respond.io/customers/how-bella-piel-slashed-messaging-costs-by-95-percent) Bella Piel is a Colombian skincare solutions provider founded in 2004. Customers purchase products at its 63 outlets nationwide or via its website, which averages over 16,000 visitors monthly. Their outlets offer personalized product recommendations according to the customer's skin type and feature an Experience Chair where clients learn first-hand how to use their products. These complement its digital endeavors and are in line with its focus on providing customers with memorable experiences, even in places where the brand isn’t physically present. At the onset of the Covid-19 pandemic, Bella Piel knew it had to embrace an omnichannel communication strategy. It aimed to replicate the same level of service on its digital channels, website and Instagram.‍ ### The Problem Bella Piel had been using WhatsApp and Facebook to communicate with customers, but needed to create a seamless omnichannel strategy from the inside out. As an extension of that, it wanted to develop a single brand voice to communicate with customers. It was also important to Bella Piel that it retains the structure of its sales and regional support teams and enable managers to supervise conversations and agents remotely. Finally, managers wanted to generate monthly performance metrics for analysis as the brand believes what is not measured can’t be controlled, and what isn’t controlled can’t be improved. ### Solutions by respond.io and Attention To create a scalable sales and customer support infrastructure over instant messaging, Bella Piel decided to work with respond.io and its implementation partner, Attention. The following solutions were implemented. #### All Communication Channels Integrated on One Platform All Bella Piel's instant messaging channels, including Facebook and WhatsApp, were integrated into one respond.io Workspace. Web chat was also added to its website to work seamlessly alongside other channels as part of its omnichannel strategy. Previously, agents had to switch between WhatsApp Business App and Facebook Inbox to attend to customers. Now, communication channels are centralized in one shared inbox where all agents can attend to customers based on their needs or location. This also allowed Bella Piel to easily audit agents’ conversations and standardize its brand voice and messaging. #### Regional Routing was Automated with Workflows Bella Piel previously managed several Facebook and WhatsApp accounts so that teams could handle communications for their specific regions. However, having multiple branded accounts was confusing for customers. Using respond.io’s [Workflows](/blog/inbound-conversations) automation, Bella Piel was able to [route customers](/blog/chat-routing-contact-routing-workflows-module-respondio) to their respective regional teams without having to maintain multiple accounts. This dramatically improved the customer experience as getting in touch with a local agent was seamless. #### Agent Performance and Customer Satisfaction Monitored Remotely Initially, managers were not able to determine the load or performance of individual agents as its solution back then did not include an analytics component. By moving over to respond.io, Bella Piel now has the tools for daily agent supervision and long-term analytics. Via the supervisor dashboard, managers can ensure agents are online and review their conversations in real-time. Managers are also able to step in at critical times to steer conversations in the right direction or provide guidance to agents. In addition to day-to-day improvements, comprehensive analytics and reporting allow managers to review KPIs at every level of their operations, including by region, team or agent. #### Messaging Spend Slashed by 95% When it required a solution to scale its instant messaging activities, Bella Piel partnered with a local WhatsApp provider. This resulted in a high monthly cost just for WhatsApp messaging. This figure was drastically reduced by migrating to respond.io’s [recommended WhatsApp Partner, 360dialog](/blog/360dialog-whatsapp-integration). Even after taking into account Facebook’s new pricing model, Bella Piel is spending much less than it did with its former WhatsApp Business Service Provider. > “In a time of crisis, Bella Piel saw light in the darkness and spotted an opportunity. Our approach during Covid-19 accelerated our growth by 5 to 10 years. Getting here wasn’t easy, but today we are certain that we made the best decision by choosing to work with respond.io. The company not only understood our main objectives, but also developed specific solutions for us that addressed our current goals, as well as Bella Piel’s prospects for the future.” — Daniela González, omnichannel communication manager at Bella Piel ![](https://images.ctfassets.net/ph8r57dk1q9w/46ASrclXNW6Um94GDVgsKi/d3d31625f199cef867660e7d51d6ffed/66cc2ce1ae967dfb11110291_CaseStudies-BellaPielImage03_394e8b2c66867360a5231ede3d6a3782_800.jpeg)> “We couldn’t be happier working with respond.io. The team is extremely responsive with efficient and cost-effective solutions that have drastically improved operations and reduced our messaging costs. We especially like how personalized our Workflows are to our use cases. Thanks to solutions like these which are easy to implement and run, we recently won a customer experience award for eCommerce in Latin America!” — Ferney Beltran, product specialist at Attention ### Results By centralizing communication on an omnichannel platform, respond.io allowed Bella Piel to improve its client experience through the creation of a single brand voice and high-quality service and support, no matter the channel or region. Providing managers with detailed analytics allowed them to balance agent loads and share best practices from the most successful agents across the teams to further increase performance. This improvement was perceived internally and externally and directly contributed to Bella Piel’s regional customer experience award. Their success so far has prompted Bella Piel and Attention to proceed with further improvements to their implementation by connecting a PBX phone system as a channel on respond.io. ## [Cutting ShareChat's Resolution Time In Half: respond.io's Automation Does The Trick!](https:/respond.io/customers/how-sharechat-for-creators-supports-50k-creators-in-15-languages-on-whatsapp) ShareChat for Creators is the creator program arm of Indian social media giant ShareChat. It helps selected high-performing content creators and aggregators improve their content and views through educational sessions and daily engagement campaigns. The program has 50,000 creators sharing content with over 180 million monthly active users on ShareChat. ### The problem ShareChat is India’s largest native social media app. To compete with globally popular social media apps in the country, it relies on high-quality original and aggregated content. Its creator program is therefore critical to audience engagement and loyalty. However, handling communication at that scale is a monumental undertaking. Agents were using their personal WhatsApp numbers to talk to creators via 1:1 and group chats without clear rules in place about what to say and how to say it. ShareChat’s priorities were to develop a set of processes to standardize communication methods and messages. It also wanted to enable visibility into these conversations. Ideally, this could all be achieved with a single software or platform. ### The respond.io solution ShareChat subsidiary Moj was using respond.io for its [Moj for Creators](https://respond.io/customers/how-moj-for-creators-supports-200k-creators-in-15-languages) training program. ShareChat for Creators worked with a respond.io Customer Success Manager to tailor a set of business messaging solutions. #### Creator communication was restructured for efficiency First, ShareChat for Creators decided to revamp its communication structure. Its key stakeholders are creators and aggregators who produce content in 15 languages across 9 genres, such as Entertainment, Sports, News, Humor and Lifestyle. It created two Workspaces on respond.io to separate communication for original creators and content aggregators. It then established teams for each genre in every language. Now, 200 in-house agents handle original creators, while 30 agents from an external agency oversee aggregator communication, all on respond.io. As the internal and external teams have autonomous Workspaces, they send any complex inquiries they receive on respond.io as [notifications on Slack](https://respond.io/blog/slack-notification-incoming-webhook) for full visibility, collaboration and alignment between both parties when necessary. #### All WhatsApp communication was unified on a single WhatsApp number Agents were originally chatting with creators and aggregators via their personal WhatsApp numbers. However, the ShareChat for Creators program grew rapidly and soon there were over 200 agents’ phone numbers associated with the brand. Managers had no insights into these interactions. Chat records locked in personal phones also made handovers impossible if agents were away or left the company. ShareChat for Creators connected a [WhatsApp API](https://respond.io/blog/whatsapp-business-api) account to respond.io for [multiuser access](https://respond.io/blog/whatsapp-business-multiple-users#toc-mobile-7) and onboarded all agents onto the platform. This gave the brand a single [verified WhatsApp number](https://respond.io/blog/whatsapp-green-tick) for credibility. To standardize its messaging, it sends updates to creators via pre-approved [WhatsApp Message Templates](https://respond.io/blog/whatsapp-template-message). #### WhatsApp broadcasts replaced WhatsApp Groups for personalized communication at scale To encourage content creation on trending topics for higher engagement, ShareChat for Creators broadcasted daily creator campaigns via in-app messages on ShareChat. It also ran [WhatsApp Groups](https://respond.io/blog/whatsapp-group) to discuss these campaigns. However, discussions frequently went off-topic and agents had to follow up with creators individually to address concerns they had. Now, mass messaging happens solely via [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast). This allows ShareChat for Creators to communicate at scale while personalizing interactions and addressing individual concerns. It sends an average of 90,000 to 140,000 broadcast messages a day to audiences segmented by genre and language. Data analytics offer insights into broadcast delivery times and errors, while Contact replies are easy to follow up on with respond.io’s [Messages Module](https://help.respond.io/l/en/quick-start/responding-to-messages#messages_module). #### Automation was implemented to lighten the load Agents used to manually answer frequently asked questions such as how to improve content views and engagement. Not only was this tedious, but it also took time away from more important work. To minimize these repetitive tasks, ShareChat for Creators uses respond.io’s [Workflows automation](https://help.respond.io/workflows/workflows-overview) to automatically direct such inquiries to its in-app guide. This increases time spent on the app and leverages an existing and comprehensive resource for creators. Uncommon or more complex inquiries are directed to human agents. Creators and aggregators are identified by their content genre and language, and Workflows automatically [routes them to the right team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assigns them to an agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio). #### Visibility into conversations was enabled for accountability Consolidating all creator and aggregator communication on one platform enabled full conversation transparency. For the first time, managers could evaluate agents’ performance on a team and individual basis, from the content of all interactions to response and resolution times. This compelled agents to be more accountable for communication outcomes. In addition to peer collaboration over Slack for complex inquiries, managers can also [step in](https://help.respond.io/l/en/contacts/contact-activity#comments) and guide conversations on respond.io in real time if necessary. > “Prior to using respond.io, our communication structure was rather chaotic and we had to rely on agents’ personal reports to gauge their progress. Respond.io introduced communication and performance transparency to our workflow. Its user interface is friendly and the flexibility of its automation caters easily to our use cases. Finally, it's helping us improve creator communication, and therefore their results, at the pace and scale we had in mind.” — Kuldeep Modh, Strategy and Operations Manager at ShareChat ![](https://images.ctfassets.net/ph8r57dk1q9w/4gubzdBxZiujKEWSJ7kM1y/e0414ead6ed69874a53c8a194e2156b1/66cc2ce1ae967dfb11110559_CaseStudies-ShareChatImage04_f2d5ed0ce3721841027b40bd9ddf51a9_800.jpeg) ### The results Narrowing its point of contact to a single WhatsApp number and standardizing its messaging enabled ShareChat for Creators to develop a strong brand identity and voice. As the content scene becomes more competitive and the program continues to scale, this consistency will inspire trust among creators and aggregators. Automating common responses allows agents to focus on high-priority inquiries, lowering the average first response time from 23 hours to 18 hours and the resolution time from 31 hours to 17 hours. Meanwhile, switching broadcasts to WhatsApp ensures creators and aggregators are [more likely to see them](https://respond.io/blog/whatsapp-business#toc-mobile-1) as it’s the most popular messaging channel in India. Conversions of inactive creators to active creators rose from 2% over in-app messages to 14% over WhatsApp broadcasts. Following this success, ShareChat for Creators is building a Customer Management System that can be [integrated with respond.io](https://respond.io/integrations) for smoother creator management. ## [Diskat Automates Sales with AI Agents for an 80% Conversion Rate](https:/respond.io/customers/diskat-maintains-80-percent-conversion-rate-with-ai-agents) Diskat is a Guatemala-based e-commerce retailer offering affordable consumer products, from electronics and gadgets to household and lighting items, through its online store[.](https://diskatguate.com/) The business runs successful social media ads and gets hundreds of orders daily via WhatsApp, Facebook Messenger and TikTok. ### The problem: Fragmented data and manual effort Handling a massive inventory of products and high volumes of messages across multiple channels and software was a challenge. Diskat’s agents spent hours managing chats and repetitive tasks, with customer data scattered between chat apps and the business’s ERP. Because they lacked automation to sync data between conversations and the ERP, agents had to enter every order detail manually, leading to delays, errors and inefficiency. At the same time, Diskat was investing heavily in TikTok ads but faced poor lead quality and spam. Without accurate conversion tracking, ad platforms couldn’t learn which leads became paying customers. The company needed a system to connect sales, automation and advertising in one place. ### The respond.io solution Diskat chose respond.io as the best solution for an end-to-end automation framework that unified sales operations, marketing analytics and ERP integration. Respond.io’s Customer Success team worked closely with Diskat’s CEO to build a system that automated responses while connecting conversations to orders and orders to ad conversions. #### Sync customer order data with ERP The first step was to integrate respond.io with Diskat’s ERP so orders made through chat would automatically update the internal system. Diskat created custom fields within respond.io including name, phone number, product and price that would be saved as structured data. Once captured, the structured data was sent to the ERP using [API](https://respond.io/help/integrations/developer-api) and [Webhooks](https://respond.io/help/integrations/webhooks), enabling automatic order creation. This removed the need for manual entry and ensured every confirmed sale over chat was instantly and accurately reflected in inventory and accounting systems. #### Optimize ad targeting with Meta’s CAPI and TikTok Lower Funnel events To optimize Meta and TikTok ad performance, Diskat connected [Meta’s Conversion API (CAPI) to respond.io](https://help.respond.io/l/en/retain-customers/how-to-improve-lead-targeting-and-automatically-send-purchase-events-to-meta-when-a-customer-makes-a-payment), enabling it to target audiences with similar traits as customers who made a purchase. Respond.io’s [TikTok Lower Funnel Events Workflow](https://help.respond.io/l/en/workflows/step-send-tiktok-lower-funnel-event) serves a similar purpose, sending conversion data to TikTok. The conversion APIs were connected with respond.io’s [Lifecycle feature](https://respond.io/help/workspace-settings/workspace-settings-lifecycle), so that changing a contact’s stage to “New Order” triggered conversion events for both Meta and TikTok. This setup gave the ad platforms real-time data about buyers who made purchases to improve audience targeting and reduce wasted ad spend on low-quality leads. #### Automate sales with AI Agent Diky And finally, to relieve Diskat’s agents from the overwhelming tasks of repetitive customer inquiries and data collection, the business deployed an AI Agent named Diky to handle the entire purchase flow from greeting leads to confirming orders. Diky responds instantly to product questions, collects essential customer details such as name, address and phone number, confirms prices and delivery times, and passes the chat to a human agent only for logistics or tracking support. This automation allowed Diskat to maintain fast response times and consistent service quality even at high message volumes. > “Respond.io allowed us to unify and automate our entire sales process, from sales journeys to ad optimization. In addition to halving our operational and marketing costs, AI Agent Diky now manages most of our orders, so our team can focus on growth instead of repetitive work.” > — **Diskat’s CEO** ![image%20of%20a%20woman%20sitting%20at%20a%20laptop%20shopping%20online%20from%20a%20retailer%20like%20Diskat.%20Diskat%20uses%20respond.io%27s%20AI%20Agents%20to%20chat%20with%20customers%20and%20close%20sales%20online.](https://images.ctfassets.net/ph8r57dk1q9w/3FnBC7cAyEuVcVDxZRy89C/43e45db1333b08e4bf57ad06d30016ce/Diskat_-_2.jpg) ### The results Within two months of implementation, Diskat completely transformed its sales operations. **90% of all sales conversations are now handled end-to-end by AI** Agent Diky, drastically reducing manual workload and response times. And the AI agents have proven to be effective in closing sales: Diskat **maintains an 81.4% conversion rate** and as the number of customers coming in multiplies, its revenue is expected to continue to rise as well. Additionally, by improving conversion tracking through CAPI and TikTok Lower Funnel Events, Diskat **cut marketing and operational costs in half** without sacrificing performance. With unified automation across platforms, sales and marketing, Diskat now operates a leaner, smarter and far more scalable conversational commerce engine. Ready to see exponential sales growth for your own business? [Contact us for a free consultation](https://respond.io/demo) today! ## [Doctor Heal Speeds Up Appointment Bookings 62% with Respond.io’s AI Agents](https:/respond.io/customers/doctor-heal-speeds-up-appointment-bookings-62-percent-with-ai-agents) Doctor Heal is an online holistic health service that treats patients with chronic degenerative diseases. The service combines medical knowledge from a team of doctors with natural treatments such as phytotherapy, functional nutrition, adaptogenic plants and progressive detoxification techniques. As the business expanded its digital communications, it needed a better way to manage conversations across multiple messaging channels while maintaining the high standard of care patients expected. ### The problem: Limited marketing & sales capabilities on scattered channels While Doctor Heal had used chat primarily for support, it was beginning to expand marketing and sales to chat across multiple channels. Support inquiries tended to be low volume and easily manageable, but increasing online promotions meant inquiries were ramping up and leads were kept waiting. The shift required a single platform to qualify incoming leads, handle initial inquiries and help the team respond more efficiently with AI Agents and automatic follow-ups. Doctor Heal tested out Intercom, but found it too complex and its AI Agents too expensive. It then tried another messaging platform but it was not user-friendly and didn’t support all channels. ### The respond.io solution Doctor Heal chose respond.io as a customer conversation management platform that offered omnichannel automation capabilities with an intuitive user interface for organized conversations and visibility across the entire customer journey. #### Conversations from multiple channels are unified in a single inbox Doctor Heal receives customer messages from multiple channels, including WhatsApp, Facebook Messenger, Instagram, webchat and email. Managing them separately made it harder for the team to stay organized and maintain a clear overview of each contact, especially as message volumes grew. By moving these channels into respond.io, Doctor Heal was able to centralize all conversations in one inbox. This streamlined how the team managed customer interactions while making it easier to update contact details and maintain continuity across channels. #### AI Agents qualify leads and answer inquiries faster Doctor Heal uses AI Agents to handle all first contact across its messaging channels. When a patient sends a message, the AI Agent greets them and asks single qualifying question: *are they an existing patient?* Based on their answer, delivered via simple Yes/No buttons, the contact is tagged in the system as a returning patient or a new lead. From there, the [agent draws on the clinic’s knowledge base](https://respond.io/help/ai-agents/managing-ai-knowledge-sources) to answer questions accurately and collect relevant information before any human gets involved. For sensitive topics like medical issues, it’s crucial that an AI Agent hits the right tone and remains professional and accurate. Respond.io’s support team offered advice on prompt optimization and guardrails to ensure the AI Agent comes across as friendly and warm while quickly getting to the heart of the patient’s needs. By the time the AI Agent transfers the conversation to a human, the patient has already been qualified, their lifecycle stage updated and their medical needs identified. Staff pick up with context rather than starting from scratch. #### Automated, personalized follow-ups boost conversions Automating follow-ups helps Doctor Heal keep leads moving and nudge them to book an appointment. If a conversation hasn't seen activity for several days, a workflow closes it out, waits two days, then sends a WhatsApp template message addressed to the patient by name. If they reply, the AI Agent picks the conversation back up automatically. If they don't, the workflow can trigger another follow-up later. This was especially important as the clinic began rethinking its marketing strategy and building a stronger lead management process. With respond.io, outreach became more structured and easier to execute. The team also used the native [Lifecycle feature to segment contacts](https://respond.io/help/workspace-settings/workspace-settings-lifecycle) to tailor the template messages so that leads and patients only receive relevant messages. Consistent follow-ups have proven effective as that extra reminder is often just what patients need to decide to book an appointment. > *"Putting AI in front of our customers was a risky call; one insensitive message could cost us the trust that took years to build. But once we’d set up respond.io’s AI Agent and tailored its voice, patients started engaging with it naturally.* *Two of them even asked which AI we were using because they wanted it for their own businesses.”* - Esteban González, Customer Service Manager at Doctor Heal ![Image%20of%20a%20medical%20consultant%20sitting%20at%20a%20computer.%20With%20respond.io%20customer%20conversation%20management%20platform%2C%20all%20consultants%20have%20access%20to%20conversations%20with%20leads%20and%20patients%20in%20a%20single%20inbox.](https://images.ctfassets.net/ph8r57dk1q9w/3lGMhKEx5DStDF6zvVfgPR/183ab7ffc86f6ad8b7467eba673bb4ba/Doctor_Heal_-_Image_02.png) ### The results By centralizing conversations from multiple channels and introducing AI Agents for initial customer contact, Doctor Heal transformed the speed and efficiency of its communications. The business achieved **2x faster first-response times**, ensuring leads received immediate attention whenever a conversation was handled by the AI Agent. These improvements also had measurable impact further down the funnel. With faster engagement and a more structured lead management process, Doctor Heal achieved **62% faster appointment bookings**, helping the team move leads from inquiry to appointment more efficiently. At the same time, the business handles **3x more leads**, showing the impact of combining centralized communication, improved outreach and AI-supported first contact. The ability to respond 24 hours a day has also helped Doctor Heal stay accessible even when human agents are unavailable, providing instant answers for prospective patients. Although people are typically hesitant to interact with AI, Doctor Heal found that customers responded positively to its AI Agent because of its human-like tone and accurate responses. With respond.io, Doctor Heal has created a more scalable communication process that supports both growth and service quality. Want to automate patient inquiries for your clinic? [Contact us for a free consultation](https://respond.io/demo) today! ## [Emrah Cinik Manages 10K+ Monthly Patients Over 34 Voice & Chat Channels with AI Agents](https:/respond.io/customers/clinic-manages-10k-monthly-patients-with-ai-agents) Emrah Cinik is a Turkey-based specialist clinic and surgical center providing hair transplants, dental, aesthetic and plastic surgery treatments. It focuses on medical tourism, attracting patients from around the globe with its expertise and affordability, managing inquiries in 15+ languages across 34 channels. ### The problem: Fragmented operations and manual processes across 34 channels Emrah Cinik’s patient journey begins long before a procedure is booked. Patients usually discover the clinic through paid ads on Meta, Google and TikTok or through organic social channels, then reach out via instant messaging or call. Medical consultants are expected to respond quickly, collect key information and move each patient through a consultative journey that could take months or in some cases, years. After the procedure, conversations are handed off to a dedicated post-operation care team that provides support for up to a year. The business had multiple separate WhatsApp Business accounts and other messaging channels for different teams and campaigns, so conversations were scattered across platforms and phones. As lead intake and tracking were largely manual, first-contact response times were delayed, and consultants had to monitor several apps and devices in parallel just to stay on top of patient conversations. While the business relied on a CRM to keep patient data up to date, keeping it in sync with the latest data from each conversation also required manual effort. When it wasn’t updated, patients had to repeat themselves, and follow-ups went overlooked because the team couldn’t see reminders in the conversation itself. Emrah Cinik first tried one WhatsApp Business Solution Provider to organize and automate conversations, but this only created additional friction. Outbound messages were not delivered reliably, and incoming patient messages sometimes failed to reach consultants even when there were no underlying Meta-side errors. ### The respond.io solution Kutay Duran, CRM Revenue Intelligence Manager at Emrah Cinik recommended that the team adopt customer conversation management platform respond.io as a better solution. With respond.io, medical consultants and post-operation teams could manage global patient communication, connect conversations with CRM data and automate lead qualification and routing to reduce manual work and maintain quality of patient care. #### All teams manage global patient conversations from one inbox Emrah Cinik had a total of 34 WhatsApp numbers and social accounts to separate lead sources by campaign, such as Google Ads landing pages, organic web traffic and social media; however, managing these channels across separate phones and platforms led to slow replies and missed messages. With respond.io, the business unified all these accounts in a single inbox and [set up the Lifecycle feature to provide context](https://respond.io/help/workspace-settings/workspace-settings-lifecycle) on where each lead is in their journey. This gives a team of 30+ medical consultants and their team leaders one place to manage incoming inquiries, assignments and follow-ups. It also helps quality control teams monitor patient conversations without switching between apps and devices, and keep lifecycle stages updated to ensure they’re transferred smoothly to post-op care after completing treatment. The post-op team knows a patient is ready for follow-up based on their lifecycle stage, which is visible to all users. #### AI Agents qualify patients and filter spam Emrah Cinik receives a high volume of international inquiries, but a portion of these are spam, scam attempts, job applications and promotional outreach which wasted consultants’ time and cluttered up the CRM with low-quality contacts. Now, the business uses an AI Agent to filter out irrelevant conversations before they reach consultants, so only qualified inquiries are passed on with context. This gives consultants cleaner lead data and more complete patient summaries before they take over so they can provide prompt, informed advice to help patients make a decision on treatment. The AI Agent recognizes over 15+ languages and responds instantly in the lead’s language 24/7. This keeps qualified leads warm and prevents them from seeking out competitors. Consultants then pick up the conversation with clean lead data and complete patient summaries so they can provide prompt, informed advice to help patients make a decision on treatment. #### AI Agents pick up voice calls when a patient switches from chat to call Respond.io AI Agents also seamlessly handle incoming voice calls. If a chat is being handled by the AI Agent, it also takes voice calls from the same patient. This allows the clinic to keep AI-led intake consistent across both chat and voice. The AI Agent summarizes both initial chats and calls into Zoho CRM, so consultants can continue conversations with the right context instead of starting from scratch. Next, the clinic will expand Voice AI to cover incoming calls outside consultant shift hours so it can provide 24/7 coverage for global patients without sacrificing quality. #### Patient data now syncs automatically between Zoho CRM and respond.io Using respond.io Workflows and [the HTTP Request Step](https://respond.io/help/workflows/step-http-request) and [webhooks](https://respond.io/help/integrations/webhooks), Emrah Cinik built a custom integration between respond.io and Zoho CRM to keep both platforms in sync while allowing consultants to work primarily from respond.io. When a new patient comes in through respond.io, the clinic’s respond.io AI Agent collects key information in the first interaction. That information is used to automatically trigger the Workflow to create the lead in Zoho. When a lead enters Zoho through another channel, respond.io automatically creates the corresponding contact and assigns it to the right consultant who follows up with the lead. Updates for key Lifecycle stages are also synchronized between the two platforms, so consultants see what to prioritize and can move processes forward directly from respond.io. > *“Respond.io’s AI Agents answer and qualify leads on every channel and push clean, structured data into our CRM automatically. For a clinic managing patients across 34 channels, that omnichannel consistency makes the difference between a lost lead and a booked procedure.”* > Kutay Duran, CRM Revenue Intelligence Manager at Emrah Cinik ![Image%20showing%20a%20medical%20consultant%20with%20a%20patient%20in%20the%20clinic%20in%20the%20evening.%20](https://images.ctfassets.net/ph8r57dk1q9w/60bgV375fGmg7jwJw4SDeV/1ea2589f06363253a361f50864b0e6eb/DR.CINIK_3.png) ### The results By moving to respond.io, Emrah Cinik unified **34 channels in a single inbox**, giving its medical consultants, quality control and post-operation teams one place to manage global patient conversations. Its integration setup with Zoho CRM seamlessly syncs all patient data in both respond.io and Zoho, so consultants always have the most up-to-date context. With the AI Agent handling first interactions, the clinic now achieves an **average first response time of roughly** **26 seconds** instead of the minutes to hours it took for humans to respond, helping patients get faster replies across languages and time zones. It also filters out spam and irrelevant inquiries before they enter the CRM, allowing consultants to focus on qualified patients. With respond.io, Emrah Cinik has built a scalable communication operation that supports **10,000+ monthly patient interactions**, CRM synchronization and post-operation care, while laying the foundation for expanded 24/7 coverage with Voice AI Agents. With this reliable system in place, it can comfortably grow patient volume even higher without adding headcount. Want to use AI Agents to instantly answer chats and calls from potential patients? [Contact us for a free consultation](https://respond.io/demo) today! ## [Ferreteria EPA C.A. Increased Sales By 20% Using Qualification Workflows](https:/respond.io/customers/how-ferreteria-epa-ca-increased-sales-conversions-by-20) Ferretería EPA C.A. is a Venezuelan hardware retail chain with a wide range of product categories including electrical products, plumbing and masonry. Its targets are businesses and individual consumers. It currently has 16 stores in different cities around Venezuela. ### The Problem In the past, Ferretería EPA C.A. attended to customer inquiries via website chat and WhatsApp, one of the [most popular messaging apps in Venezuela.](https://respond.io/blog/top-messaging-apps#toc-mobile-9) Each agent used their own WhatsApp number, so it was difficult to monitor conversations and collaborate as a team. Primarily, it needed a [WhatsApp solution for multiple users](https://respond.io/blog/whatsapp-business-multiple-users). This would help the agents identify customers, collaborate with each other, provide more effective customer service and potentially increase sales.‍ ### The Respond.io Solution After comparing it with other solutions, Ferreteria EPA C.A. decided to choose respond.io for several reasons: Ease of use, competitive pricing, its [omnichannel inbox](https://help.respond.io/l/en/messages/messages-overview) and [automation builder](https://help.respond.io/l/en/workflows/workflows-overview). With the help of respond.io, the following solutions were implemented. #### WhatsApp API and Website Chat were Connected to an Omnichannel Inbox When compared to website chat, messaging apps like WhatsApp have [more benefits for customer communication](https://respond.io/blog/whatsapp-customer-service#toc-mobile-0). Yet, website chat is a universal way of contacting a business that doesn’t require customers to install any app. Due to the growing popularity of online commerce, it was important for Ferretería EPA C.A. to meet the needs of its increasing online customers through website chat and WhatsApp by enabling more agents to handle conversations. The respond.io team recommended 360dialog as a WhatsApp partner for the activation and management of a [WhatsApp Business API account](https://respond.io/blog/whatsapp-business-api). Ferreteria EPA C.A. has now access to a [WhatsApp API account for multiple users](https://respond.io/blog/whatsapp-business-multiple-users) for a flat fee. Shortly after, [website chat](https://help.respond.io/l/en/website-chat-widget/website-chat-widget-overview) was connected too. Customer conversations are centralized on a single platform by connecting WhatsApp Business API and Website Chat to respond.io. Now conversations are easier to supervise and agents can collaborate in difficult cases. #### Pre Chat Surveys were Implemented to Reduce Agent Workload WhatsApp conversations allow businesses to capture leads automatically as they can save a customer’s phone number. Although website chat is often anonymous, you can overcome this limitation with respond.io. Ferretería EPA C.A. added a respond.io website chat widget to its website. To optimize resolution times, it decided to include a [pre-chat survey](https://respond.io/blog/pre-chat-survey) that collects key customer data before starting a conversation with an agent. Since there’s no need for so many questions, it saves time for both agents and customers. #### Automation was built to Handle Inbound Conversations Currently, Ferreteria EPA C.A. has 11 customer-facing agents attending to customers through respond.io. These agents are multi-functional and are responsible for answering inquiries as well as registering purchases. Ferreteria EPA C.A. implemented a respond.io Workflow [automation for inbound conversations](https://respond.io/blog/inbound-conversations) to identify conversation purposes. Customers are presented with an interactive [menu of inquiry or purchase options](https://respond.io/blog/question-bot#toc-mobile-6) and are directed to an available agent. #### Catalogs are Distributed en Masse via WhatsApp [WhatsApp API Broadcast](https://respond.io/blog/whatsapp-broadcast-0#toc-mobile-5) presents a great opportunity for companies like Ferretería EPA, which has an extensive product catalog. Now, its catalog is not only found in its physical stores but is also sent as a PDF via WhatsApp. While the WhatsApp Business App [is very limiting when it comes to mass messaging](https://respond.io/blog/whatsapp-broadcast#toc-mobile-1), WhatsApp Business API allows business to message thousands of users at once. This, coupled with respond.io's [targeting](https://help.respond.io/l/en/contacts/contact-details#tags) and segmentation capabilities, make it an effective remarketing tool. #### Customer Satisfaction is Assessed with CSAT Surveys Ferretería EPA C.A. has an average of 19,000 messages per month (inbound and outbound) over WhatsApp and web chat. That's a large number of customer interactions, and also a great opportunity to measure how satisfied customers are with its service. Using respond.io Workflows, Ferretería EPA C.A. sends customers a [CSAT survey](https://respond.io/blog/csat-customer-satisfaction-score) after their interactions with its agents. Thanks to this, Ferretería EPA C.A. is able to identify its strengths and areas for improvement. > “We were looking for an easy-to-configure tool that could consolidate our different communications channels. Respond.io and 360dialog offered a better proposition than the other solutions, with quick and easy onboarding. In addition, we like the way respond.io has developed over time. They have taken into account proposals from the entire community and implemented them, creating a truly excellent tool.” - Oriana Sanchez, Systems Manager for Ferretería Epa C.A. > “Thus far we have connected seven companies to respond.io including ours. In our particular case, we use respond.io for our support center. We regard respond.io as a smart solution with an easy-to-integrate API, which allows joining multiple messaging channels under a single platform, and building Workflows without programming. Respond.io propels our clients’ businesses, adding value to every customer-company interaction.” – Jose Cruz, Business Development Manager for Intelix Synergy C.A. ![](https://images.ctfassets.net/ph8r57dk1q9w/79DlVeHnIfTWk4dR2hdRd/da6060911d449b70e7e52d925355b24a/assets_2F11f7a662b80a4675973850b067c01fa5_2F297aefeb05f943a3a5fc7a28de172cf6) ### The Results Switching to respond.io brought Ferretería EPA C.A. positive results. For a start, WhatsApp multi-agent access was a game-changer, as now all agents work under the same WhatsApp number, instead of using one phone number per agent. But respond.io benefited the company in other aspects. Contact data enrichment, promotional messages and customer satisfaction were improved with pre-chat surveys, WhatsApp broadcasts and CSAT surveys, respectively. During its time as a respond.io client, Ferretería EPA C.A. increased its number of monthly conversations by 80%. Because conversations are handled efficiently with Workflows, customer base and sales conversions have both grown by 20%. ## [From 36 Hours to Minutes: How respond.io Improved CUHK's First Response Times](https:/respond.io/customers/how-cuhk-handles-98-of-mba-inquiries-with-natural-language-processing) The Chinese University of Hong Kong (CUHK) is a prestigious research university in Hong Kong’s Sha Tin district. It was among the first business schools in Asia to offer a full suite of Bachelor of Business Administration (BBA), Master of Business Administration (MBA) and Executive Master of Business Administration (EMBA) programs. These highly selective programs accept just a few applicants per intake.‍ ### The Problem Applicants for CUHK’s full-time and part-time MBA programs are mostly from Hong Kong, Mainland China, India and other ASEAN countries, regions in which [instant messaging is extremely popular.](https://respond.io/blog/top-messaging-apps#toc-mobile-8) The MBA Programs Office was looking for a way to move inquiries away from email and onto channels popularly used by prospects, specifically [Facebook Messenger](https://respond.io/blog/facebook-business-chat#toc-mobile-3). It also wanted to set up web chat on its website. Most importantly, it wanted to handle common inquiries automatically.‍ ### The Respond.io Solution CUHK alumnus Gerardo Salandra (respond.io co-founder and CEO) was already pioneering a messaging platform that would help businesses shift customer communication from email and phone to instant messaging. The MBA Programs Office signed up for his novel solution in 2017 and was one of respond.io’s earliest customers. It implemented the following strategies. #### Inquiries were shifted from email to instant messengers and web chat CUHK MBA Programs Office was originally handling inquiries via email and [keeping track of contacts and their data was challenging](https://respond.io/blog/facebook-messenger-for-customer-service#toc-mobile-0). Email threads are messy to mine for information. Existing prospects who sent a new email were hard to identify as returning contacts. Their emails also lacked the context of previous interactions. CUHK created a Facebook Page for its MBA program and connected Facebook Messenger to respond.io. It also created a respond.io [web chat widget](https://help.respond.io/l/en/website-chat-widget/website-chat-widget-overview) on its MBA home page. This allows prospective students to ask questions immediately while browsing through the program’s website. Now, all conversations on both Facebook Messenger and web chat flow into respond.io’s inbox. Respond.io also alerts users if a returning Messenger contact starts a chat on web chat or vice versa. Administrative staff can [merge these conversations into one profile](https://respond.io/blog/merge-contacts) to create a single record of all interactions by the same prospect for full context. #### FAQs were automated to reduce repetitive work About 98% of inquiry emails comprised casual frequently asked questions about the MBA program. CUHK wanted to reduce the time agents spend on answering FAQs. It integrated natural language processing platform [Dialogflow](https://help.respond.io/l/en/dialogflow/dialogflow-overview) with respond.io and created an intuitive chatbot to handle FAQs on Facebook Messenger and web chat. When prospective students send a message, a carousel of inquiry categories opens. Students can select the relevant category or ask a question. The chatbot [processes the inquiry](https://help.respond.io/l/en/dialogflow/dialogflow-managing-intents) and sends an appropriate, comprehensive pre-set response. It then proposes related topics students can click on for more information. Conversations are reflected in real time on respond.io so staff can monitor the chat and respond manually if necessary. #### Lead collection and management were improved Two common issues with web chat are that most web chats allow users to chat anonymously and conversations end as soon as users leave the page. This prevents businesses from collecting users’ contact details, keeping chat records and following up later. CUHK made a [contact form](https://respond.io/blog/pre-chat-survey) mandatory on its respond.io web chat to capture prospects’ names and email addresses. If they drop off from the conversation by closing the page, CUHK can send a follow-up email. It also integrated its CRM with respond.io to centralize all contact data and conversations on one platform. Contacts created on any channel connected to respond.io are imported into its CRM. This way, it’s able to clearly trace all the communication that took place across the prospect’s MBA journey, from awareness to enrolment. > We’ve been using respond.io for 5 years now and the platform has grown tremendously over time. We haven’t implemented newer tools like Workflows automation but we’re interested in its potential. Right now, one of the features we rely on heavily is the Dashboard, which gives us all the key insights and short and long-term trends we need to help us make decisions. — MBA Marketing and Admissions Team at CUHK. ![](https://images.ctfassets.net/ph8r57dk1q9w/2gWG4F6MmSj45zs4KrTpiW/cc26d3fc9b78cbb7ff6d78188fe74343/66cc2ce1ae967dfb1111062b_CaseStudies-CUHK_Image03_30e2ab8200fdb97a0496e59cbeba2c11_800.jpeg) ### The Results First, implementing chat messaging over Facebook Messenger and web chat as part of its communication strategy made it easier for prospects to initiate contact with CUHK’s MBA Programs Office. This increased inquiries by 50% compared to email. Connecting all its channels and its CRM to respond.io then created a single source of contact information for the Programs Office. With the improved ability to identify returning prospects, staff can pick conversations up from where they left off. As almost 98% of prospects’ inquiries are now automatically handled by Dialogflow’s chatbot, the admin team is free to focus on other matters. In fact, the Programs Office now has just a single user on respond.io keeping an eye on prospects’ conversations. Thanks to the chatbot, first response times have improved from 36 hours to within minutes. Buoyed by these results, CUHK’s MBA Programs Office is now considering adding [WhatsApp API](https://respond.io/blog/whatsapp-business-api) as a new channel to communicate with prospects. ## [GETUTOR Said Goodbye to Sleekflow - and Hello to 24% More Sales](https:/respond.io/customers/sleekflow-alternative-review-by-getutor) [GETUTOR](https://www.getutor.com.hk/en/) is a leading educational consultancy in Hong Kong that matches thousands of students with private tutors. All classes are conducted in students’ homes or online, so the sales process is managed entirely online or over WhatsApp. ### The problem GETUTOR relies on a small team of agents to answer parents’ inquiries and match them with a suitable tutor based on their unique preferences and requirements. With a high volume of inquiries coming in, it was easy to overlook conversations, leading to missed sales opportunities. Jedi Hui, the owner and founder of GETUTOR, wanted a [WhatsApp API](https://respond.io/blog/whatsapp-business-api) solution to prioritize messages and speed up the booking process with automation. He signed up for an annual subscription to Sleekflow as it promised advanced AI and automation features. Unfortunately, Sleekflow did not live up to expectations. Even setting up a basic WhatsApp template message was impossible after three weeks of failed attempts and slow, unhelpful replies from Sleekflow’s technical support. Automation features were severely limited and the “advanced AI features” it advertised didn’t work. On top of that, he faced steep additional costs after importing the business' contact list, as Sleekflow at the time charged for all stored contacts, not just the ones a business actively communicates with. Hui regretted investing in an annual plan, but decided to cut his losses and look for a functioning solution. ### The respond.io solution Wary after his poor experience with Sleekflow, Hui conducted a thorough search for alternatives. He briefly considered Wati but needed a solution that would guarantee support with onboarding and any issues that might arise after, so he chose to give respond.io a chance based on its reputation. He found the setup and connection process to be a breeze compared to Sleekflow: Sending WhatsApp templates via Workflow automation was possible in a day rather than weeks, and respond.io’s Monthly Active Contact pricing model meant the business didn’t need to pay extra for stored contacts. Respond.io’s onboarding expert, Victoria, then guided him on how to set up and optimize Workflows for more advanced automation to achieve GETUTOR’s business goals. #### Prioritize unanswered leads in a team inbox In the past, 10-20% of leads went unanswered as conversations piled up in the inbox. Conversations had no clear status indicators so those pending follow-ups couldn’t be distinguished. Instead, they were buried under new messages or were just forgotten. With respond.io’s team inbox, agents could see which messages required responses to ensure all were attended to. Agents were trained to close conversations to indicate the outcome so it was easy to see which conversations had been resolved. That meant ongoing open chats were prioritized so no sales opportunities are lost. #### Streamline course booking with automation and AI The course booking process was a manual system of asking questions to determine parents’ requirements for a tutor. GETUTOR did not have an agent assignment system, and handling conversations simply depended on which agent saw the message and had time to respond first. With respond.io’s Workflows automation, GETUTOR implemented an [AI Agent](https://respond.io/help/workflows/step-ai-agent) to manage initial inquiries and gather student information and preferences. Then, the AI agent compiles the information and automatically assigns the lead to an available human agent. #### Implement lead management through the entire funnel To better understand the customer journey and why leads convert or drop off, GETUTOR uses respond.io’s [Lifecycle](https://respond.io/help/workspace-settings/workspace-settings-lifecycle) feature. This allows the business to track leads by stages including New Lead, High Interest and Customer, so agents have context on where each contact is in the journey. [Lost Stages categories](https://respond.io/help/workspace-settings/workspace-settings-lifecycle#getting_started:~:text=a%20paying%20customer.-,Lost%20Stages%3A,-Lost%20Stages%20are) enable the business to see at a glance why a deal has been lost — for example, if the lead was disqualified or lost to a competitor. This helps identify where improvements can be made to close more deals successfully. #### Gain detailed analytics from reports and exported chats GETUTOR takes advantage of respond.io’s advanced reporting features to get in-depth insights and improve the customer experience. Respond.io includes Lifecycle, agent performance, broadcast and conversation reports. With Sleekflow, Hui had anticipated using data import and export for analytics, but lost data due to bugs and unresolved issues. Now, respond.io helps him accomplish everything he had hoped to do. He exports conversations to run customized analyses using AI and improves the tutor matching system to pair students with a tutor that best suits their needs. > *“*As CEO of GETUTOR, I found that during our experience with Sleekflow, some of the platform's advertised features didn't always operate as we expected, and communication with their support team was occasionally time-consuming. This led to some concerns about our operational smoothness and efficiency." - Jedi Hui, CEO of GETUTOR ![](https://images.ctfassets.net/ph8r57dk1q9w/7MalCsVagqjK2mCzqKV6xf/e1a088a556e84f26447d35c937011cd4/assets_2F11f7a662b80a4675973850b067c01fa5_2F95c30b7c3dbb4f0ea83b3944b6ff4f0f) ### The results Since switching from Sleekflow to respond.io, GETUTOR has rapidly seen the results it was looking for. By using AI workflows to collect information, **the number of leads the business handles per day has increased by 50%**. From missing 10-20% of opportunities in the past, GETUTOR now responds to every lead in a timely manner. With prompt responses and an improved booking process, conversions are also up. In just **two months, sales increased by 24%**. With Lifecycle tracking, agents get instant context into the customer journey so they can prioritize high intent leads and recognize returning customers to make the right recommendations. The business is continually using analytics to improve and is looking forward to seeing further results based on the insights gained. Most importantly, Hui appreciates being able to rely on respond.io for any support needed along the way. Respond.io is top-rated on G2 for its customer support and delivers faster ROI than Sleekflow, as GETUTOR has seen. Considering a [Sleekflow alternative](https://respond.io/sleekflow-alternative) or ready to try out a conversation management platform for the first time? [Contact us for a free consultation](https://respond.io/demo) today and start seeing the results for yourself. ## [How 800 Storage Achieved 30% More Conversions over WhatsApp](https:/respond.io/customers/how-800-storage-achieved-30-more-conversions-over-whatsapp) Dubai-based 800 Storage owns 15,000 sq ft of storage space for B2B and B2C customers. Storage items include merchandise and products, office furniture, office files and construction materials. Customers typically discover the company via Google ads or referrals and then reach out over WhatsApp or email for a quotation.‍ ### The Problem First, 800 Storage needed better WhatsApp multi-user functionality to handle a high volume of sales and support inquiries. It also wanted to automate conversation routing and assignment. As it uses data from several third-party systems, including its custom-built Enterprise Resource Planning (ERP) system, 800 Storage required a business messaging platform with integration capabilities. Finally, it wanted to monitor its entirely-remote agents.‍ ### The respond.io Solution 800 Storage surveyed a few business messaging solution providers but selected respond.io for its powerful automation. To maximize the platform’s capabilities, it worked with a Customer Success Manager to implement the following solutions. #### WhatsApp was Connected to a Central Messaging Inbox 800 Storage’s sales and support teams had limited multiuser access to [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app), resulting in slow responses to customers. This had a direct impact on business growth. On respond.io’s advice, 800 Storage upgraded to [WhatsApp API](https://respond.io/blog/whatsapp-business-api) and integrated it with the platform for multi-team access. Since it can now handle a high volume of conversations, it added WhatsApp click-to-chat links to its website to drive more inquiries to the sales team. #### Automated Routing and Assignment were Implemented WhatsApp Business App has no way to identify and route contacts based on who they are (new or returning customers) and what they need (sales or support). These had to be manually determined. Some agents were also carrying heavier loads than others, which led to careless mistakes and slow response and resolution times. Now, [Tags](https://help.respond.io/l/en/contacts/contact-details#tags) identify customers with active storage space rentals. [Workflows](https://respond.io/blog/november-2021-release-workflows-module-and-send-message-templates-via-messages-api#toc-mobile-0), respond.io’s flagship automation builder, uses these to [automatically route](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) active customers to the support team and new customers to the sales team. It then [assigns](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) them round-robin to agents for equal load distribution. #### Third-Party Systems were Integrated Previously, customers who wanted a quotation would fill in their contact details on a web form. Sales agents would get in touch to find out their storage requirements and manually input the information into the ERP to generate a quote. By integrating its ERP and third-party systems like Dialogflow and Google Sheets with respond.io, 800 Storage can automate processes and data transfer across the platform, its various systems and even WhatsApp. Now, customers fill in their requirements in a web form. Workflows processes the data, sends the quotation to the customer via WhatsApp and assigns an agent to the conversation — all automatically. Thanks to this, 800 Storage believes it has among the fastest quotation times in the market. #### Agents and Conversations are Supervised Remotely and in Real Time As agents are based in another country, managers rely on multiple software for monitoring and performance measurement. They had to switch between platforms or even devices for this. Supervision is crucial for 800 Storage as 70% of customers object to its pricing when they receive the quotes. Agents need to effectively communicate the value of the company’s solution to retain their interest. Through respond.io, managers can supervise conversations and assist with internal comments. They can also view the performance of teams or individual agents using key metrics like response and resolution times from the same platform to pinpoint areas of improvement. > “Respond.io drastically reduced the number of platforms and clicks it takes to get things done through its integrations and automation. I’m positive the latest solutions in the market are being implemented here. Since we started working with a Customer Success Manager, I’ve also received quick and effective solutions to problems. I’m definitely satisfied with the quality of customer care.” – Malek Barghout, CEO of 800 Storage. ![](https://images.ctfassets.net/ph8r57dk1q9w/6RWKgHkSK5l5jihUCokT30/49b21ddea07eef67a6031a7e8069d809/66cc2ce1ae967dfb111102c3_CaseStudies-800StorageImage03_f9417868067b3e6fa8e5b97312b99c5f_800.jpeg) #### Results Efficiency increased significantly across the board. Multi-team access for WhatsApp and automated routing and assignment cut first response times by 30% to 1 minute and 56 seconds. Automating data transfer between systems also reduced resolution times by 60% to just 5 minutes and 24 seconds. With more balanced workloads and the real-time guidance of managers, agents are more effective at moving leads down the sales funnel, resulting in 30% more conversions. In short, 800 Storage is closing more deals in less time. Following the success of 800 Storage on the platform, CEO Malek Barghout signed up another company, [Colour My Plate](https://respond.io/customers/how-colour-my-plate-revamped-its-sales-operations-for-45-more-conversions), on respond.io.‍ ## [How Automax® achieved 42.5x ROI from WhatsApp broadcasts](https:/respond.io/customers/automax-boosts-roi-from-whatsapp-broadcasts) Automax® is a luxury car dealership located in the United Arab Emirates serving customers around the region, including Saudi Arabia. Its multilingual sales team caters to locals and expats alike, and the business has a large social media following, especially on Instagram and TikTok. ### The problem: Managing WhatsApp conversations at scale Automax®’s social presence generates significant interest and receives high volumes of new leads per month from click-to-chat campaigns. However, operating on the [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) limited the team’s ability to scale retargeting campaigns, track ad performance and manage high volumes of responses. Since the WhatsApp Business App limits broadcasts to 256 contacts at a time, the business couldn’t reengage at the volume it needed to. As a result, leads who came in from ads but weren’t ready to buy would go cold and not return. Lead status had to be manually updated and tracked in their CRM, which led to oversights and inconsistent follow-ups. Sales agents also reported time wasted on unqualified inquiries; when thousands of leads arrived in a day, spam or unqualified leads diverted focus from serious buyers. Because contact data collection was inconsistent, agents often had to ask for basic details like language preference and country—both essential for routing and setting expectations. Leads from Saudi Arabia generally required Arabic support, while those in the UAE might prefer English, Arabic or Russian given the large Russian expat community. Not having the option to select an agent who spoke their language slowed conversations and added friction. Finally, there was no after-hours coverage, so valuable prospects who messaged outside business hours waited until the next day or simply dropped off and purchased from a competitor. ### The respond.io solution Automax® adopted [WhatsApp API](https://respond.io/blog/whatsapp-business-api) with respond.io to improve lead quality, scale broadcast volume and automate processes throughout the customer lifecycle. The business connected respond.io to WhatsApp API, Facebook Messenger, Instagram and TikTok so all conversations, ad replies and broadcasts are managed in a single platform. #### Automatically capture contact data and route leads Respond.io enabled the business to automate language preference and country selection at the start of each chat to route customers to an agent who speaks their language. Recognizing the country also helps distribute agent workload as customers in the UAE are more likely to be bilingual; for example, if an Arabic-speaking agent is not available, the customer may be able to speak to an English-speaking agent. #### Handle after-hours conversations and lead qualification with AI An [AI Agent](https://respond.io/help/ai-agents/getting-started-with-ai-agents) greets prospects outside office hours, answers FAQs and gathers key qualification information before handoff to a salesperson. Additionally, by using AI to manage routine questions and filter out poor-fit leads, Automax® keeps human agents focused on serious buyers even during high-volume spikes. #### Send retargeting broadcasts at scale Respond.io enables reliable, high-volume broadcasts, so the business now regularly sends over 80,000 [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) per month. Broadcasts are segmented using respond.io’s Lifecycle tracking feature so leads receive timely follow-ups tailored to where they are in the customer journey. #### Improve ad conversion rates with Meta Conversions API and TikTok Lower Funnel Events To optimize ad performance and attract leads with high conversion potential, Automax® connected [Meta’s Conversion API (CAPI) to respond.io](https://help.respond.io/l/en/retain-customers/how-to-improve-lead-targeting-and-automatically-send-purchase-events-to-meta-when-a-customer-makes-a-payment) to notify Meta of purchase events so that future ads would be shown to audiences with similar traits as those who made a purchase. Respond.io’s [TikTok Lower Funnel Events Workflow](https://help.respond.io/l/en/workflows/step-send-tiktok-lower-funnel-event) serves a similar purpose, sending conversion data to TikTok to improve targeting and ad performance. With cleaner event signals , the team increased conversion rates on both Meta and TikTok while maintaining a steady influx of 6,000 to 8,000 new leads per month. *“With respond.io, WhatsApp became a true performance channel. Multilingual routing and an AI Agent let us handle volume without sacrificing quality, and targeted broadcasts delivered a 42.5x ROI.”* - Naeem Philipe Tabrizi, Marketing Director, Automax® ![A%20car%20salesperson%20and%20a%20customer%20on%20a%20showroom%20floor](https://images.ctfassets.net/ph8r57dk1q9w/4EFPhIhaM6NoFf3IiQvTm/82fda367210174ae5d6db5f8511b39e4/Automax_-_2.jpg) ### The results Since implementing respond.io, Automax® reliably broadcasts **80,000+** targeted WhatsApp messages every month, fueling consistent reengagement. Multilingual routing keeps conversations relevant from the first reply, and respond.io’s AI Agent takes care of lead qualification so reps can prioritize qualified buyers. Most notably, targeted WhatsApp broadcasts achieved a **42.5x ROI** in platform costs, and integrating Lifecycle with Meta CAPI and TikTok Lower Funnel Events delivered **10% more conversions**. By unifying customer data into a single inbox and automating the early stages of every chat, Automax® now handles peak-season conversation surges with confidence while converting more prospects into paying customers. Want to achieve similar results for your business? [Contact us for a free consultation](https://respond.io/demo) today! ## [How Breakthrough Maths Halved Response Times to Boost Sales by 35%](https:/respond.io/customers/breakthrough-maths-boosts-sales-by-35-percent-by-halving-their-lead-response-times) ##### Breakthrough Maths Boosts Sales by 35% by Halving Their Lead Response Times Breakthrough Maths specializes in providing high-quality math coaching and education to students. Operating primarily online in Ireland and the UK, they offer online courses to help students improve their math skills and excel academically. Through personalized instruction and engaging learning materials, Breakthrough Maths aims to make math more accessible and enjoyable for students of all levels. ### The Problem Before integrating respond.io, Breakthrough Maths heavily relied on the WhatsApp app to handle leads. However, this approach posed challenges in scaling up the number of WhatsApp conversations to meet the needs of a growing student base. Also, the absence of a business messaging platform with a centralized inbox made it difficult to organize interactions and follow-ups efficiently. Consequently, this often resulted in delayed customer interactions and potential lead loss, with suboptimal response times averaging 54 minutes. ### The Respond.io Solution Recognizing the need for a scalable solution and a centralized inbox, the business turned to respond.io. The following solutions were implemented. #### Conversation Numbers were Scaled with Respond.io and WhatsApp API As Breakthrough Maths scaled its conversations month by month, the limitations of the WhatsApp app became apparent, prompting a transition to the WhatsApp Business API and a respond.io Business plan. Now, equipped with these tools, the business can efficiently handle up to 3,000 monthly active contacts, with the flexibility to scale even further if necessary. This transition helped Breakthrough Maths process a larger volume of WhatsApp sales inquiries without difficulty. Currently, the business adeptly manages an average of 2,360 monthly incoming messages while upholding lower response times and nurturing leads. #### A Centralized Inbox was Used for Agent Efficiency By centralizing all customer conversations in the respond.io inbox, Breakthrough Maths gained more visibility into chats and fostered collaboration between agents. A new, streamlined process, combined with better oversight, further contributed to the business's communication efficiency. #### Bulk Messaging was Made Possible with WhatsApp API Broadcast Thanks to the WhatsApp API, Breakthrough Maths now sends an average of 12,800 monthly bulk messages, encompassing promotions, transactional messages, notifications and updates. This allowed the business to foster relationships with students on a larger scale, enhancing engagement and nurturing connections. > “Respond.io has improved a lot since last year. I really like it now. There are no delays or interruptions. It's really good!” - TJ Hegarty, founder of Breakthrough Maths. ![](https://images.ctfassets.net/ph8r57dk1q9w/2rcHaJuES9PepgBa14RMOK/489b15616ef322a64c314af9c203b0dd/6694d6b12712e4111cc19b62_Case_20Studies_20-_20breakthrough_20maths_20image_2001.jpg) ### The Results Since transitioning to respond.io for scalability, Breakthrough Maths has achieved an impressive reduction in response times, slashing the average from 54 minutes to just 26 minutes—a remarkable 50% decrease. This notable improvement has had a positive ripple effect on sales metrics, with Breakthrough Maths experiencing a substantial 35% increase in sales, bolstered by respond.io's scalability. Moreover, the business has witnessed a 21% rise in lead conversion rates, driven by more efficient and structured communication processes. Finally, with the capability to reach an average of 5,000 leads per broadcast, Breakthrough Maths is primed for sustained growth and continued success. ## [How Colour My Plate Revamped Customer Conversations for 45% More Conversions](https:/respond.io/customers/how-colour-my-plate-revamped-its-sales-operations-for-45-more-conversions) Colour My Plate is a weekly meal subscription service in Dubai specializing in healthy gourmet meal plans. It operates from a central kitchen and delivers throughout the United Arab Emirates. A unique selling point is that its agents are qualified dieticians. They advise customers with dietary or medical restrictions on suitable plans or even customize one for them. ### The Problem First, Colour My Plate needed a scalable business messaging platform that could support an increasing volume of chats and the expansion of its sales and support teams. It was also keen on streamlining interdepartmental communication. Finally, it wanted to supervise agents’ conversations and reduce resolution times for inquiries and issues. ### The respond.io Solution Colour My Plate COO Malek Barghout was using respond.io for [800 Storage](https://respond.io/blog/how-800-storage-achieved-30-more-conversions-over-whatsapp). As he was already familiar with and trusted the platform, he worked with a Customer Success Manager to implement the following solutions for Colour My Plate. #### All Channels and the ERP were Connected to a Central Inbox Colour My Plate upgraded its WhatsApp Business App accounts to WhatsApp API. It then connected WhatsApp API, Instagram and Facebook Messenger to respond.io so chats on all channels flow into one inbox. With multiuser access to all channels, more sales and support agents can be scheduled for shifts. Confident it can now systematically handle a high volume of customer conversations, Colour My Plate added WhatsApp click-to-chat links to its website to drive more inquiries. Finally, agents update and retrieve data on the company’s purpose-built Enterprise Resource Planning (ERP) system while talking to customers. Colour My Plate integrated its ERP with respond.io so agents no longer have to switch between platforms for this. #### Relevant Teams were Added to the Workspace Daily operations involve the collaboration of five teams. Initially, resolving meal plan customization inquiries was tedious as agents took hours to go back and forth between the kitchen manager and customers. Colour My Plate onboarded all five teams onto respond.io. Agents no longer have to repeat requests or information, which reduces resolution time and room for errors. All teams have access to customer profiles and conversation histories, and can collaborate seamlessly on one platform. #### Conversation Routing and Assignment were Automated When customers make a purchase, the ERP automatically creates a [Tag](https://help.respond.io/l/en/contacts/contact-details#tags) on respond.io to identify them as active customers. Respond.io’s [Workflows](https://respond.io/blog/november-2021-release-workflows-module-and-send-message-templates-via-messages-api#toc-mobile-0) automation [routes](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) them to the support team and [assigns](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) them to an available agent when they message. Meanwhile, Workflows routes new customers to the sales team. If they require complex nutrition advice, agents can [escalate the conversation](https://respond.io/blog/escalation-management) to an expert dietician. If agents are unavailable, automated away messages inform customers of an expected response time. #### Customers Could be Segmented for Promotional Broadcasts With Tags, Colour My Plate discovered a surprise benefit: The ability to segment customers for [WhatsApp Broadcasts](https://respond.io/blog/whatsapp-broadcast). Respond.io’s Broadcast Module allows it to define targeted recipients and schedule or send bulk messages. Aside from informing active subscribers about plans or promotions, these re-engage inactive customers. #### Conversations are Supervised to Improve Accuracy and Outcomes Around 40% of customers reach out to discuss their needs before deciding if they want to proceed with a meal plan. Previously, managers could only review these conversations after they ended and mistakes had been made that negatively affected the outcome. Now, managers have an eagle-eye view of conversations in real-time and can actively supervise chats. They ensure the messaging is accurate and guide agents via internal comments to steer conversations in more favorable directions. > I like that respond.io lets us design the exact workflows we need. For instance, we escalate clients with complex needs so discreetly that customers don’t realize they’re speaking to another dietician. These are high-value clients. Talking about medical conditions can be distressing and we want them to feel comfortable. Working with a Customer Success Manager helped us quickly achieve the customer experience we had in mind. – Malek Barghout, COO of Colour My Plate ![](https://images.ctfassets.net/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg) ### Results Unifying all teams on respond.io allows Colour My Plate to onboard new agents easily as expands. Not only does respond.io support multiuser access for all messaging channels, but managers can also supervise, train and evaluate new agents from one platform. Automated routing and assignment cut first response time from 3 minutes 15 seconds to 1 minute 56 seconds. Even more impressively, better internal collaboration reduced the resolution time for meal plan customizations by 90%, from 180 minutes to just 15 minutes. In essence, agents are able to keep customers interested with quick responses and navigate tough conversations well with supervised interactions. As a result, Colour My Plate now sees 45% more conversions among undecided customers, with many of them subscribing to high-value customized plans. ## [How Contable.app Achieved 30% Higher Customer Retention by Switching to a Shared Inbox](https:/respond.io/customers/how-contableapp-achieved-30-percent-higher-customer-retention-by-switching-to-shared-omnichannel-inbox) Contable.app is a Chilean bookkeeping company that handles accounting for micro-businesses. From its app, clients can manage their invoice payments as well as do their accounting. But that’s not all — Contable.app’s accountants also advise clients on financial and pension-related matters via WhatsApp and Telegram. ### The Problem In the beginning, the Contable.app accountants used their personal WhatsApp app to communicate with customers, which meant there were several phone numbers associated with the business. Accountants had to go back and forth between WhatsApp and other platforms they use to reference and share information with customers. This led to slow response times or worse, forgotten conversations. As these chats took place on accountants’ personal phones, managers had no insights into these issues until they received complaints from customers who expected quicker responses or who were fined for not declaring their taxes on time. Contable.app needed to regain control over its customer communication. It was looking for a way to consolidate its communication channels in a single platform and get visibility into client conversations. Most importantly, it needed to grant its accountants [multiuser access](https://respond.io/blog/whatsapp-business-multiple-users) to a shared inbox to provide support through a single point of contact. ### The respond.io Solution Contable.app considered a few business messaging solutions, but not all provided [integrations with WhatsApp API.](https://respond.io/blog/whatsapp-business-api) Eventually, they chose respond.io due to its WhatsApp API integration capabilities, value-for-money proposition and openness to [customer feedback through Canny](https://respond.canny.io/). #### WhatsApp API and Telegram Bot were Connected to a Central Inbox For a start, Contable.app applied for a WhatsApp API account and [connected it to respond.io](https://help.respond.io/l/en/whatsapp/whatsapp-cloud-api#connecting_whats_app_cloud_api). While in the past each accountant used their own phone number to chat with clients, now all accountants operate under a single WhatsApp Business Account number. Consolidating all numbers gave Contable.app a single point of contact over WhatsApp. Contable.app also uses Telegram as its secondary channel as the app has a certain degree of popularity in Chile. Therefore, it upgraded its Telegram account to a [Telegram Bot](https://respond.io/blog/telegram-for-business#toc-mobile-4) and connected it to respond.io to send and receive messages. Occasionally, a customer messages Contable.app from both WhatsApp and Telegram. To ensure they always associate messages with the right client and create a single conversation thread per client, accountants can [merge the same contact](https://respond.io/blog/merge-contacts) on both channels into a unified profile. #### Accountant Assignment was Automated with Workflows Contable.app used to manually assign inbound conversations to its accountants. To reduce first response times and increase customer satisfaction, it set up a respond.io [Workflow](https://help.respond.io/l/en/workflows/workflows-overview) that [automatically assigns conversations](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to accountants. If the Contact is an existing client, he is immediately assigned to his respective accountant in respond.io. On the other hand, Contacts who don’t have an accountant are automatically assigned to a supervisor. Before using respond.io, accountants had to jump from one platform to another and manually access or input data. Now, they use [HTTP requests](https://help.respond.io/l/en/workflows/workflow-steps#step_http_request) to retrieve data from their accounting software to see the status of the Contact when they interact with the platform. #### Managers Gained Conversation Visibility and Performance Insights At Contable.app, accountants who advise and educate customers via WhatsApp and Telegram must ensure they are expressing themselves correctly. Failing to communicate concepts clearly could cause customers to miss important deadlines or submit the wrong information. From the respond.io [Dashboard](https://help.respond.io/l/en/dashboard-reporting/dashboard), Contable.app managers are able to observe conversations and give feedback to accountants when needed. Formerly, it was not uncommon for accountants to accidentally abandon conversations. Luckily, that’s now a thing of the past, as all customer conversations flow into the same inbox and managers are now able to identify the ones that urgently require a response and follow-up on forgotten conversations. > “I regard respond.io as a young, lively and dynamic company, always innovating and improving its product. Not many platforms I work with update me every few months with new features! Plus, I’ve always loved the possibility to contribute to the product’s direction through Canny. In fact, I’ve requested many features that ended up coming to life.” – Luis Cruz, CEO at Contable.app. ![](https://images.ctfassets.net/ph8r57dk1q9w/175Au8qt8pYQ2tZBez4iyE/423b24441e947a2534aa9d2036511c7d/66cc2ce1ae967dfb11110a5e_Case_20Studies_20-_20Contable_20Image_2001.jpg) ### The Results Centralizing all messaging channels on one platform has given Contable.app managers much-needed control over conversations with customers, as client history is now clear and easily accessible. Contable.app also used Workflows to systematize repetitive company tasks. By integrating its accounting software with respond.io, it secured 40% faster response times, as accountants didn’t need to juggle multiple software anymore. What’s more, customers noticed an improvement in service quality provided by their accountants. Inquiries are now answered in a timely manner, and no conversation is left unattended for extended periods of time. This led to a 30% customer satisfaction increase and a 30% higher retention rate. ## [How EMAX Beauté Streamlined Lead Engagement for 18x More Appointments](https:/respond.io/customers/how-emax-boosts-appointment-bookings) EMAX Beauté is a leading provider of beauty, skincare, haircare and body wellness services, operating under four brands — Beauté Library, Curvena, Venusde and B+ Clinic. With multiple branches around the greater Kuala Lumpur area, EMAX offers a diverse range of treatments and products that it promotes with its wide-reaching social media presence. ### The Problem While EMAX was already doing marketing and sales over multiple chat channels, inefficiencies in lead tracking, spam management, response times and appointment booking were hindering business growth. They were allocating a significant budget to Meta ads and receiving thousands of leads, but the team found it challenging to track which campaigns were working. With limited visibility into lead sources, EMAX found it challenging to accurately evaluate which ads were driving high quality leads, making it difficult to optimize budgets across multiple campaigns and channels But that wasn’t the only problem. A flood of spam leads consumed agents’ time, making it harder to spot and respond to genuine prospects. As response times increased, so did missed opportunities to engage further with prospects. The main objective of the ads was to encourage prospects to book an appointment for a beauty treatment, but the number of conversions was low.. The team identified key challenges in the customer journey — including slow response times, limited visibility into lead sources and manual inefficiencies — and set out to find a solution that could streamline engagement and improve overall conversion workflows. ### The Respond.io Solution EMAX was previously using another WhatsApp Business platform but began exploring alternatives that could offer more advanced integration capabilities, stronger reporting functions such as tracking customer journeys and better scalability to support their evolving business needs. EMAX reached out to respond.io and we provided them with a custom onboarding plan to set them up for success. #### Track Lead Sources with Click to Chat Ad Workflows EMAX began by connecting all its channels from the Venusde hair care and beauty service brand. These included WhatsApp, TikTok, Facebook, Instagram and email. Respond.io’s onboarding team helped EMAX’s agents set up Workflow automation so that whenever a lead clicked on a Meta ad, the source of the message would be shown in the inbox. EMAX also began using [TikTok Messaging Ads](https://respond.io/blog/tiktok-ads) as both Venusde and Beauté Library have a sizable TikTok following. These ad responses went directly to the respond.io inbox along with a notification of which ad a lead was replying to, giving agents instant context. EMAX optimized its advertising strategy with clear insights into which ads generated quality leads and which didn’t. #### Reduce Spam and Boost Lead Quality with CAPI and TikTok Lower Funnel Events To reduce spam and attract leads with high conversion potential, EMAX connected [Meta’s Conversion API (CAPI) to respond.io](https://help.respond.io/l/en/retain-customers/how-to-improve-lead-targeting-and-automatically-send-purchase-events-to-meta-when-a-customer-makes-a-payment) to notify Meta of purchase events so that future ads would be shown to audiences with similar traits as those who made a purchase. Respond.io’s [TikTok Lower Funnel Events Workflow](https://help.respond.io/l/en/workflows/step-send-tiktok-lower-funnel-event) serves a similar purpose, sending conversion data to TikTok to improve targeting and ad performance. With these processes in place, ads were targeting higher-quality prospects, and in just two weeks, spam had greatly reduced. #### Identify the Cause of Drop-Offs and Improve Experience Throughout the Funnel with the Lifecycle Feature To better track the customer experience and discover the cause of lost opportunities, EMAX used respond.io’s Lifecycle feature. This allowed agents to tag leads as they came in, for example as New Lead, and change the status as leads progressed through the funnel. These details are visible in the conversation so agents recognize that they should prioritize a New Lead or Hot Lead, while those marked as customers can be targeted for repeat purchases. The number of leads in each stage is also shown on the main respond.io dashboard and in reports so cold and lost leads can be identified to analyze possible causes and make improvements. #### Reduce Response Time with Auto-Assignment, Snippets and AI Prompts Slow responses were a major cause of lost leads, so promptly replying to the high volume of messages across channels was the next challenge. With respond.io, EMAX set up a round robin auto-assignment workflow, so conversations would be assigned to agents in turn, ensuring leads were evenly distributed. With a more manageable workload, agents could respond fast. They quickly adopted the Snippets feature, which enabled them to send canned responses to frequently asked questions with a single click. They’re also taking advantage of [AI prompts](https://respond.io/blog/respond-ai#toc-1:~:text=Make%20Every%20Message%20Matter%20with%20AI%20Prompts) to compose quick, personalized replies. #### Streamlining Appointment Booking Respond.io can automate the treatment booking process completely if businesses require it; however, EMAX prefers a human touch, so agents chat with each customer who’s interested in booking a treatment session. With higher quality leads and faster responses, agents are able to engage leads while interest is high, securing more appointments. To streamline the process, agents use [Snippets](https://help.respond.io/l/en/workspace-settings/snippets) for replies on availability and confirmations. They’re even able to collect payment for the treatment directly upon booking by sending a link to the payment platform; the lead then sends a screenshot of the receipt in the chat. The deal is closed in a single conversation! > *"Respond.io strikes a great balance between versatility and technical depth. Much like their namesake, their platform is responsive, fast and clearly built with the customer in mind. What really stands out is the quality of their technical support—it’s not just surface-level AI replies, but genuinely helpful assistance from people who understand the tech. They combine solid sales enablement with real engineering substance. A great product and team to work with!"* - Wilson Lee, CEO of EMAX Beauté ![](https://images.ctfassets.net/ph8r57dk1q9w/1mqEqhYlnfAFWnRejHMrbC/a4b975a8026eb820ddedf5336b1129fa/assets_2F11f7a662b80a4675973850b067c01fa5_2Fbbd30c92e2624f28bcbf2a06f4c25398) ### The Results EMAX has now integrated respond.io into all four of its brands and achieved great success within a few months. Response time has reduced by 75% thanks to automation and a more even workload distribution. After implementing CAPI and TikTok Lower Funnel events, spam has reduced by 60%, so agents can focus on genuine conversations. With enhanced lead source tracking and integration capabilities, EMAX gained greater visibility and operational efficiency across its campaigns. Respond.io played a key role in optimizing high-performing ads, streamlining engagement workflows, enabling the team to respond faster, assign leads more effectively and make more informed marketing decisions The company has seen appointments booked via chat on respond.io increase by 18x. In-chat payment link capabilities also allow for seamless transactions where applicable, resulting in smoother operations and strong business results overall. Want to achieve similar results for your business? [Contact us for a free consultation](https://respond.io/demo) today! ## [How Farmacia La Buena Cut First Response and Resolution Times by Half](https:/respond.io/customers/how-farmacia-la-buena-cut-first-response-and-resolution-times-by-half) Farmacia La Buena is a pharmaceutical and essential healthcare goods provider with 80 outlets in El Salvador. In the beginning, it was a strictly brick-and-mortar business, but the COVID-19 pandemic caused Farmacia La Buena to find new ways to engage with customers, who relied on the company for their medical needs. Thus, it started using WhatsApp for customer communication.‍ ### The Problem At first, the company’s sales and support agents used the [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) to chat with customers. Because they all shared a single WhatsApp Business account, it was very limiting — only 5 of its 10 agents could use the app simultaneously. What’s worse, customer conversations were often abandoned or neglected due to a lack of supervision. This negatively affected response times and consequently, customer satisfaction. Farmacia La Buena realized that it needed a more sophisticated [multiagent solution](https://respond.io/blog/whatsapp-business-multiple-users) for its customer-facing agents to work with efficiency. ### The respond.io Solution Farmacia La Buena signed up for a respond.io Business plan but quickly upgraded to an [Enterprise plan](https://respond.io/pricing) to enjoy additional features and a dedicated customer success manager. The following solutions were implemented. #### Multiuser Access for WhatsApp Was Enabled First of all, Farmacia La Buena upgraded its WhatsApp account to [WhatsApp API](https://respond.io/blog/whatsapp-business-api) and [connected it to respond.io](https://help.respond.io/l/en/quick-start/connecting-channels#step_1_connect_a_channel) to allow all of its agents to operate under a single number. Now the company agents are not restricted by WhatsApp Business App’s multiuser limitations and can log in simultaneously into [respond.io’s shared inbox](https://respond.io/blog/whatsapp-team-inbox). With more agents online, more customers can be attended to at a time and response times immediately decreased. #### New Conversation Entry Points Were Facilitated with an Omnichannel Widget Encouraged by the possibilities of [respond.io](https://respond.io)’s [omnichannel inbox](https://respond.io/blog/omnichannel-communication), Farmacia La Buena decided to start using several popular messaging channels to reach as many customers as possible. As most customers get to know Farmacia La Buena through its website, the company decided to add an [omnichannel widget](https://respond.io/blog/omnichannel-widget) with the following channels: [WhatsApp](https://respond.io/blog/whatsapp-widget), [Facebook Messenger](https://respond.io/blog/add-messenger-to-website), [Instagram DM](https://respond.io/blog/instagram-widget), [Telegram](https://respond.io/blog/add-telegram-to-website) and website chat. Now customers choose between a range of channel options to start a conversation with the company. For example, those who want to chat over their desktop may not be familiar with [WhatsApp Web](https://respond.io/blog/whatsapp-business-web) and could choose website chat or Facebook Messenger instead. #### Repetitive Processes were Streamlined with Advanced Automation Farmacia La Buena now has 25 customer-facing agents utilizing the respond.io platform. To reduce first response times, it used [respond.io’s Workflows](https://help.respond.io/workflows/workflows-overview) automation to automate processes and reduce agent load. First, to create a great first impression effortlessly, the company uses a [welcome message Workflow template](https://help.respond.io/workflows/workflows-overview#creating_a_new_workflow_from_a_selected_template) to automatically [greet customers](https://respond.io/blog/live-chat-greeting-examples) who initiate a conversation. Then, customer conversations need to be directed to the proper team. When done manually, [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) is a repetitive, time-consuming process. For efficiency, Farmacia La Buena also built a chat routing Workflow that routes conversations to the sales or support team depending on their needs and [assigns them](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to an available agent. #### Promotions are Sent to Segmented Audiences via WhatsApp One of the disadvantages of [mass messaging with the WhatsApp Business App](https://respond.io/blog/whatsapp-broadcast#toc-mobile-1) is a broadcast limit of 256 unique contacts per broadcast list. For a business with thousands of customers across El Salvador, this was a major constraint. WhatsApp API brought new marketing opportunities to Farmacia La Buena. Now, it [broadcasts WhatsApp promotions](https://respond.io/blog/whatsapp-bulk-message#toc-mobile-1) to segmented audiences. [Segments](https://help.respond.io/contacts/segments) allow businesses to group customers based on specific criteria such as location, language, or behavior. Once segments are created, businesses can use them to send targeted broadcasts to customers who are most likely to be interested in the message. #### Agent Supervision Became Possible with a Shared Inbox With respond.io’s shared inbox, supervisors now have an eagle eye over the conversations. This allows them to find areas for improvement in the way agents handle customers and ensure agents follow up on all conversations. They can also identify complicated cases and step in when needed. Plus, Farmacia La Buena’s current respond.io plan can be scaled to give access to more agents as business needs grow. > “Respond.io is an innovative company that has boosted our interactions with clients in a way that wouldn’t be possible with other platforms. Now we can broadcast WhatsApp messages at scale, which was impossible before. The vulnerabilities we had in the past are long gone: No more lost conversations and no more agent restrictions.” – Elias Rosa, Business Intelligence Analyst for Farmacia La Buena ![](https://images.ctfassets.net/ph8r57dk1q9w/3EBPSKw7JqDFT9Klxsjlra/5a71f189671eb7eb827655496c7aeffa/6694d6b12712e4111cc19868_Case_20Studies_20-_20Vasport_20Image_2001.jpg) ### The Results After upgrading to WhatsApp API, the company no longer faces issues derived from multiuser limitations on WhatsApp. With a respond.io Enterprise plan, Farmacia La Buena can rest assured that more agents can be added to the platform as needed for scalability. While increasing its broadcast limits was not the company’s main concern, it soon experienced the effectiveness of broadcasts via the WhatsApp API. Now WhatsApp has become one of its main marketing and remarketing channels with nearly 8,000 targeted [WhatsApp promotional messages](https://respond.io/blog/whatsapp-promotional-messages) sent per month. Lastly, respond.io was instrumental in helping Farmacia La Buena enhance its customer experience. By automating its routing strategy with Workflows, the company was able to reduce first response times and resolution times by 50%. ## [How Golden Luxe Enjoys a 20x More Stable Messaging Experience with respond.io](https:/respond.io/customers/how-golden-luxe-enjoys-a-20x-more-stable-messaging-experience-with-respondio) Golden Luxe is an online jewelry store with young Colombians as its main customers. It boasts a solid social media presence on Instagram and Facebook, showcasing its products via elegant photos and videos. While many customers buy directly from its website, Golden Luxe’s thriving social networks are its second sales channel and have proven to be effective at generating conversions too. Customers interested in a product generally contact the brand with purchase intent, and the sale is completed in just a few steps with little input from sales. ### The Problem In the past, Golden Luxe was working with a different messaging solution that wasn’t very reliable. The platform used to crash several times a week, sometimes for hours. Messages would stop coming in, a critical issue for a company that relies on conversational sales and support. The most important thing for Golden Luxe was finding a stable, reliable platform that wouldn’t disappoint its customers or agents. It also wanted to build automation with simple, intuitive user interface and user experience, as that would help route customers to the right team.‍ ### The Respond.io Solution When looking for a messaging platform, Golden Luxe considered several of the available options in the market. It decided to settle with respond.io, which stood out as a feature-rich solution with an [attractive user interface](https://help.respond.io/l/en/dashboard-reporting/dashboard). #### Messaging Channels were Centralized in One Platform The respond.io team onboarded Golden Luxe to the platform and helped it connect its customer communication channels: [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api), [Instagram DM](https://respond.io/blog/instagram-business-chat) and [Facebook Messenger](https://respond.io/blog/facebook-business-chat). With a central omnichannel inbox, Golden Luxe agents sell and provide support from a single platform. In the [Messages Module](https://help.respond.io/l/en/messages/messages-overview), they have access to every customer’s chat history across all the connected messaging channels in one thread. This is made possible with respond.io’s [Contact Merge](https://respond.io/blog/merge-contacts) tool. When a customer contacts a business over two or more messaging channels, the platform suggests joining duplicate profiles into one to prevent siloed conversations across different channels. #### A Stable Messaging Experience was Guaranteed with Respond.io As soon as it began using respond.io, Golden Luxe experienced a massive improvement in platform stability; downtimes were extremely rare and all customer messages arrived in the inbox with no issues. This was a pleasant first impression since now the company can rest assured that its sales and customer support are no longer compromised by technical problems. #### Customer Experience was Improved with Respond.io’s Intuitive Platform Before using respond.io, Golden Luxe experimented with automation on a competitor platform to route inbound conversations and pass them to the right team. Unfortunately, its automation was neither intuitive nor user-friendly. Because customers didn’t understand how it operated, they couldn’t trigger the desired response and would drop off when frustrated. The company knew that it needed a better automation builder. Golden Luxe now utilizes [respond.io’s Workflows automation](https://help.respond.io/l/en/workflows/workflows-overview) to greet and [route customers](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio). After a [welcome message](https://respond.io/blog/whatsapp-greeting-message), customers can choose between three options on a chat menu: Purchase, track orders and warranties. Based on their choice, they are [routed to a sales or support team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [automatically assigned](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to an available agent. Golden Luxe noticed that Workflows are really easy to comprehend by the average customer. Now customers only need to press a button on an interactive menu to receive the attention they need from the right team. #### Tags were Used to Identify Returning Customers To identify returning customers, Golden Luxe uses [respond.io Tags](https://help.respond.io/l/en/contacts/contact-details#tags). These can be automated using Workflows, meaning that Contacts can be automatically labeled or unlabelled with Tags if certain conditions are met. Whenever a Golden Luxe agent enables a sale to a first-time customer and closes the conversation, a *Returning Customer* Tag is automatically assigned to the customer. With this simple method, returning customers are easy to identify and retarget with future promotions. > “Since we switched to respond.io, stability has not been an issue anymore. Plus, the platform is very rich in features compared to our previous messaging platform and to other solution providers in the market. It’s definitely one of the most reliable options.” – Manuel Pérez, General Manager at Golden Luxe. ![](https://images.ctfassets.net/ph8r57dk1q9w/wgU0rokQKlF5A6VWJmbiA/cb912f40ca1de2cdf3f781b3fc183c12/66cc2ce1ae967dfb11110647_CaseStudies-GoldenLuxeImage03_2b7228cc07b4e9f8fec466ce3f199dc8_1000.jpeg) ### The Results Since signing up for respond.io, Golden Luxe reports that it has a 20x more stable messaging experience. While it suffered from weekly platform crashes in the past, respond.io granted almost no platform downtime. This has seen an increase in agent productivity and customer engagement. With a functional messaging platform and Workflows, Golden Luxe is able to secure an average first response time of 5 hours. The messaging experience allows customers to buy and seek assistance without technical problems, encouraging many to return. Thus, the company has a returning customer rate of 17%. Golden Luxe hasn’t stopped exploring all the features that respond.io has to offer. In the future, it intends to retarget existing customers with [WhatsApp Broadcasts](https://respond.io/blog/whatsapp-broadcast), as they have [higher open rates than email promotions](https://respond.io/blog/whatsapp-marketing#toc-mobile-1) and can contribute to a higher number of conversions. ## [How H&H Skincare Boosted Its Customer Loyalty to 60%](https:/respond.io/customers/how-hh-skincare-boosted-its-customer-loyalty-to-60-percent) H&H Skincare retails high-quality skincare products in physical retail outlets around Indonesia and in online stores like Shopee, Lazada, and Tokopedia. What sets H&H Skincare apart from the competition is its unique selling point of having 24-hour consultation and support for its customers. The brand prides itself on expert advice and support, ensuring customers use their products correctly and effectively to get the results they want. In addition to chatting with customers over [WhatsApp](https://respond.io/blog/whatsapp-business), [Instagram](https://respond.io/blog/instagram-business-chat) and [Facebook](https://respond.io/blog/facebook-business-chat), H&H Skincare runs a 24-hour livestream on TikTok promoting its products and answering questions. This level of accessibility has helped the business build a loyal customer base.‍ ### The Problem In early 2022, H&H Skincare gained a lot of traction when it opened more channels for customers to communicate with it. More channels meant more opportunities for engagement, which unfortunately led to the company’s first major problem – a bottleneck in its customer service, over WhatsApp in particular. H&H Skincare struggled to keep up with the high volume of inquiries it received daily, overwhelming the single agent it had employed to handle them. Expanding its workforce was necessary, but the WhatsApp Business App, which can only [support up to 4 devices and agents simultaneously](https://respond.io/blog/whatsapp-business-app#toc-mobile-1), was inadequate. To meet its needs, H&H Skincare upgraded to WhatsApp API, which [supports multiple devices and agents at the same time](https://respond.io/blog/whatsapp-business-multiple-users#toc-mobile-0). Since WhatsApp API requires a third-party platform to send and receive messages, H&H Skincare needed to find a suitable platform. ### The respond.io Solution A satisfied customer who was already using WhatsApp API connected to respond.io recommended the platform to H&H Skincare. H&H Skincare gave the customer conversation management software a shot and hasn’t looked back since. #### Customer Communication Channels were Unified on a Single Platform The respond.io team onboarded H&H Skincare to the platform and helped it [connect all its customer communication channels](https://respond.io/blog/omnichannel-communication). This included [WhatsApp API](https://respond.io/blog/whatsapp-business-api), [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [Instagram DM](https://respond.io/blog/instagram-business-chat) and [Google Business Messages](https://respond.io/blog/google-business-messages). When customers contact a business over multiple messaging channels, it can lead to [siloed conversations](https://respond.io/blog/merge-contacts#toc-mobile-0) since chats on one channel don’t show up on another. Respond.io’s [Contact Merge feature](https://respond.io/blog/merge-contacts) solves this problem by combining a customer’s chat history and contact details across channels into a unified profile. This improved the agents’ efficiency as they could identify returning customers even if they messaged on a different channel. #### Support Operations were Scaled Up H&H Skincare [scaled up its customer support team from 1 to 15 agents](https://respond.io/blog/whatsapp-multi-agent) with WhatsApp API via respond.io. Now, agents can respond to customer inquiries promptly, improving the overall customer experience and increasing customer satisfaction. Respond.io's intuitive platform also made it easy for H&H Skincare to quickly onboard and train new agents. Today, H&H Skincare agents are able to efficiently handle the thousands of incoming messages they receive each day. #### Customer Routing Was Automated When H&H Skincare first used respond.io, it relied on its agents to manually tag teammates to assign them to customers. Shortly after, the business used respond.io’s [powerful automation feature](https://help.respond.io/l/en/workflows/workflows-overview) to welcome customers and get them to select a conversation purpose. Customers had the choice to either contact the clinic, seek customer support, request a consultation or make purchases over WhatsApp. Customers would then be [routed to the relevant team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) based on their decision. The automated process freed up its agents’ time and enabled them to handle more conversations while on the clock. #### Know Your Customer Surveys Provided Agents with Context Instantly With [automated surveys](https://respond.io/blog/pre-chat-survey) at the start of a conversation, H&H Skincare could ask for and store critical customer details such as skin type, conditions and status. This streamlined approach equips the agent who responds to the inquiry with relevant information, allowing them to provide personalized and efficient support to the customer. H&H Skincare can use these insights to create personalized [broadcasts](https://help.respond.io/l/en/broadcasts-module/broadcasts-overview) that promote products and services to the right audience. #### Canned Responses were Used to Answer FAQs H&H Skincare now uses [Snippets](https://help.respond.io/l/en/workspace-settings/snippets) to provide canned responses to their customers' frequently asked questions (FAQs). From inquiries about their outlets, products or online stores, agents can answer them with a few clicks, leading to faster response and resolution times. > “We were really struggling to handle the surge in conversations on WhatsApp but the solutions offered by respond.io addressed more than just our initial problem. Respond.io allowed us to scale up our sales and support teams, reply to customers on different channels from one place and speed up communication. Our sales skyrocketed as a result.” — Fikri Bisyir, Co-founder of H&H Skincare ![](https://images.ctfassets.net/ph8r57dk1q9w/5uvtKTNZSJw8SXASzQevhp/355e59cb009b7b7118fa0a01a09db20f/66cc2ce1ae967dfb11110a0f_Case_20Studies_20-_20H_26H_20Skincare_20Image_2002.jpg) ### The Results Since connecting WhatsApp API to respond.io, H&H Skincare has experienced significant improvements in customer engagement and loyalty. It sees 60% of monthly messages from returning customers and a 300% increase in daily new contacts compared to 2022. H&H Skincare also understood the importance of ensuring timely responses to incoming messages. The brand cut down its average first response time from 8 hours to 2.8 hours in a matter of months. Because 75% of H&H Skincare’s sales occur online and most of its customers communicate with them over WhatsApp, the company saw a 160% increase in sales in 6 months! By utilizing WhatsApp API and respond.io, the business expanded its reach, acquired new customers and improved relationships with existing ones. ## [How Homage Achieved a 9% Increase in Care Visit Success with Respond.io Automation](https:/respond.io/customers/how-homage-achieved-a-9-percent-increase-in-care-visit-success-with-respondio-automation) Homage is an award-winning caregiving and health solution that combines trained healthcare professionals with technology to provide on-demand holistic home and community-based care to seniors and adults. This allows them to age and recover with grace, dignity and autonomy. It presently operates in three markets – Singapore, Malaysia and Australia.‍ ### The Problem Homage uses WhatsApp to broadcast outreach messages to healthcare professionals about urgent home visits for clients. The Homage team previously typed out each message manually on the WhatsApp app, which proved to be immensely time-consuming. For greater efficiency, Homage needed an advanced solution to automate these WhatsApp notifications. The solution it chose also needed to support its Customer Relationship Management (CRM) software to access up-to-date data when communicating with healthcare professionals or clients. ### The Respond.io Solution After validating that respond.io supported the solutions it had in mind, Homage worked with the respond.io team to implement the below. #### Notifications were Automated via Respond.io API Homage connected a WhatsApp Business API account to respond.io via a third-party Business Solution Provider (BSP). This was the first step in expanding its messaging capabilities and facilitating automation. Then, Homage integrated its CRM with respond.io to retrieve real-time data when seeking the most suitable healthcare professionals for various use cases. With this new setup, it is now able to automate WhatsApp notifications with minimal effort. #### Homage Switched to Respond.io WhatsApp Business API for Better Value Seeking a more cost-effective way of communicating with healthcare professionals, Homage explored alternatives to its WhatsApp Business API solution. They found respond.io's WhatsApp Business API to be an ideal choice, offering the benefits they needed without any additional fees. Using this API also allows Homage to manage its WhatsApp Business Account and access information such as billing from a single platform. #### Data Export and Reports were Leveraged for Granular Conversation Insights Committed to delivering the best care experience, Homage utilizes the granular insights into WhatsApp conversations made possible with respond.io. Managers can view individual conversations or get a big-picture view of the team’s performance at a glanc The Reports Module, equipped with comprehensive filters and visualization tools, also provides valuable data for continual improvement. Finally, the ability to export messages to a CSV file allows for a detailed review and adjustment of failed messages if necessary. #### High-Quality Customer Support was Extended Whenever Needed Finally, Homage highlighted the high level of customer support it experienced with respond.io. The platform offers support 24 hours a day, 5 days a week, with a customer success manager available for Enterprise clients. > *“Upon signing up to respond.io, contacting the customer support team remained exceptionally easy. Special appreciation goes to our dedicated customer success manager, who provided invaluable support. Additionally, other members of the customer support team consistently demonstrated readiness, promptly addressing my queries and efficiently troubleshooting any issues encountered.”* — Product Manager at Homage ![](https://images.ctfassets.net/ph8r57dk1q9w/28SP1uJnJarGhC1NMDcwuM/0a896b370cd0f3c5ebf338c1c7066809/65dc0aacb59b2ec6ba4280de_Case_20Studies_20-_20Homage_20Image_2001.jpg) ### The Results The transition from manual to automated WhatsApp notifications enabled a more agile and efficient outreach process to Homage’s healthcare professionals, significantly saving the team time. Now, Homage spends 50 fewer hours per month on its outreach process. By saving 50 hours a month on outreach using respond.io, Homage could allocate more time and resources towards facilitating successful care visits, resulting in a 9% increase in successful care visit rates. ## [How Innov821 DMCC 2x Its Student Enrollment by Centralizing Communications](https:/respond.io/customers/dalilk-academy-doubles-student-intake) Innov821 DMCC, better known as Dalilk Academy, is an established online English training and exam preparation center. It delivers quality education to late teens and young adults throughout the Gulf Cooperation Council (GCC) countries, particularly in Saudi Arabia. It attracts prospective students via social media and directs prospects to a WhatsApp number. Sales agents then handle and convert those students. Innov821 DMCC also retargets them via sales promotions or events to increase sales conversion.‍ ### The Problem The company initially managed course inquiries through multiple personal WhatsApp numbers, but this approach led to three major issues. First, it lost potential enrollment from not replying to students on time. Managing multiple numbers made it difficult to keep track of all incoming students and assign them to agents. This resulted in prospective students being overlooked or not responded to on time. Second, Innov821 DMCC struggled to increase the number of enrollments due to the limitations of using personal WhatsApp numbers. It could only broadcast promotions and events to 256 contacts per broadcast list. As it was impractical to send multiple broadcasts over several numbers, they faced a growth bottleneck. Lastly, it was difficult to assess the effectiveness of consultants as their conversations were scattered across multiple numbers and devices. Managers had no visibility over how their teams handled inquiries, making it difficult to assess who was performing well and who needed improvement. As a result, there was an additional loss of sales opportunities. ### The Respond.io Solution To address the issues they faced using multiple personal WhatsApp numbers, Innov821 DMCC turned to respond.io. They wanted to improve their communication needs with students and increase the number of student enrollments. #### A Centralized Inbox That Connects Multiple Agents And Devices Innov821 DMCC transitioned from using multiple personal WhatsApp numbers to a single WhatsApp Business Platform (API) account and moved to respond.io. This streamlined its operations. Instead of managing messages on multiple phones or apps, all student inquiries come into one inbox. It’s easier to keep track of student messages, reducing the loss of potential enrollment. It was also now possible to identify which marketing campaigns students came from and segment them by course interest. This improved the agents’ performance by allowing them to respond immediately with relevant course details, providing a tailored experience for each lead. #### Workflow Automation Builder To Maximize Opportunities For Every Lead By leveraging respond.io’s various automation tools, Innov821 DMCC increased the number of enrolled students. The Workflows chat automation builder enabled it to route and assign students to the right consultants for their needs automatically. The configuration considers agent capacity to ensure agents respond to inquiries in a timely manner, reducing the number of lead drop-offs. #### Broadcasts Were Used to Promote Sales and Events to a Wider Audience Innov821 DMCC also increased the scale of its promotional campaigns by sending promotional and event marketing broadcasts on popular channels like WhatsApp. It could efficiently send targeted messages to the right audience at the right time. For example, it sent automated broadcasts to alert prospects about upcoming seminars. These messages were personalized to each student, depending on their course of interest, and resulted in an increased number of student enrollments. #### Applied Reporting Tools to Monitor and Improve Agent Performance Respond.io’s robust reporting tools effectively addressed the challenges of monitoring and evaluating consultants’ performance at Innov821 DMCC . It gained valuable insights into metrics such as first response and resolution times and identified areas of improvement. Managers were also able to understand peak messaging times, allowing them to optimize the availability of their consultants and align their operations more closely with student behavior. These insights enabled managers to make informed decisions and implement strategies to improve effectiveness in securing enrollments. > Respond.io helped us scale our business and grow at a rapid rate. It reduced the complexity of our operations so that we could answer student inquiries quickly while improving response quality. It was the key leading to our recent successes. - Ahmad Hijazi, Innov821 DMCC ’s Managing Director ![](https://images.ctfassets.net/ph8r57dk1q9w/6y6WUlQnZnVjtymddwAPAB/0ef9d2537af9164204aa417489be1e47/assets_2F11f7a662b80a4675973850b067c01fa5_2Fd8f9438ad69f4a0a978e8c7e6d102029) ### The Results Innov821 DMCC saw significant improvements after using respond.io in its sales and marketing processes, driving enrollment rates. It has sent an average of 1 million monthly broadcast messages, effectively nurturing students into course signups. Meanwhile, automation tools ensure that every inquiry is answered quickly, minimizing the loss of potential opportunities. This combination of targeted broadcasts, automated Workflows and agents responding quickly from a centralized inbox resulted in a staggering 73.2% conversion rate. In short, Innov821 DMCC was able to double its enrollment rates with 730,448 student sign-ups within 7 months. Innov821 DMCC achieved a 100% increase in student intake over 7 months by using insights from the Reports Module. These insights allowed them to optimize their engagement strategies, identify areas for improvement, and make data-driven decisions that effectively boosted enrollments. ## [How Kleta Used respond.io to Achieve 100% Subscriber Growth in Just Two Months](https:/respond.io/customers/how-kleta-achieved-100-growth-with-high-quality-customer-service) Kleta is a bicycle subscription service for locals in Barcelona, Valencia and Seville who need a reliable way to get around their cities daily. To secure a great user experience, the mobility startup emphasizes stellar customer service. This includes bicycle personalization, at-home maintenance and repair and replacement services in the event of breakdowns or theft. Customers just have to report an incident and the company immediately works on a resolution. ### The Problem Kleta needed an omnichannel messaging inbox to receive and respond to support requests. It also wanted to use a combination of automation and human agents to attend to customers and ensure customer information was always up-to-date.‍ ### The respond.io Solution Kleta was originally working with a business messaging solutions provider that only could only facilitate chats over WhatsApp. It approached respond.io for a more sophisticated set of tools to offer high-quality omnichannel support as it scaled. #### Support Channels were Centralized on One Platform Kleta was handling customer communication over email and [WhatsApp API](https://respond.io/blog/whatsapp-business-api), which requires an inbox to send and receive messages. It connected both channels to respond.io when it switched solutions providers. To establish a presence on popular channels in the region, Kleta then started an Instagram account and integrated it with respond.io. This allows it to offer support across multiple channels while agents can respond to customer inquiries and support requests from a single platform. #### Everyday Processes and Customer Data Updates were Automated As 75% of its support requests are incident reports, Kleta wanted to automate predictable tasks. It used respond.io’s automation builder [Workflows](https://respond.io/blog/november-2021-release-workflows-module-and-send-message-templates-via-messages-api#toc-mobile-0) to create Anna, a virtual assistant persona. “She” invites customers to select a support category in Spanish or English from a menu. An [HTTP request](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-4) in the Workflow obtains and updates customer data from cloud-based data solution Ninox before processing the support request. Several tasks can now be handled autonomously until completion. However, Kleta still provides access to a human agent as a fallback or for more complex requests. #### Access to Human Agent Support was Improved At first, Kleta had a single customer service agent personally answering all support requests on WhatsApp during limited operating hours. This quickly became unfeasible. The Barcelona team expanded and a second team was set up in Venezuela to offer support for extended hours, six days a week. Workflows now [route](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) customers by language and shift and [assign](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) them to available agents. Automation also allows agents to [escalate support cases](https://respond.io/blog/escalation-management) easily. #### Agent Performance and Customer Satisfaction are Monitored Remotely With a support team spread across two countries, Kleta needed to monitor agent performance remotely and in real-time. Additionally, it could only gauge customer satisfaction through Google reviews. These provide insights into the subscription, riding and overall customer experience but do not show how customers feel about support specifically. On respond.io, managers can supervise conversations and intervene as necessary. The powerful analytics component also enables long-view and granular data on performance metrics for goal-setting. [Conversation summaries](https://help.respond.io/l/en/workspace-settings/closing-notes) help Kleta collect data to improve support handling and build future automation accordingly. Best of all, it also collects customer feedback on both automated and agent support with [Customer Satisfaction](https://respond.io/blog/csat-customer-satisfaction-score) (CSAT) surveys after each conversation. > “Respond.io helps us offer the necessary support to retain and attract customers. We doubled our subscribers in two months without compromising on support quality. We are also more data-centric in making decisions now with the insights provided. This is definitely the platform that will allow us to scale and achieve the growth we want to see.” — Diego Casabe, COO of Kleta ![](https://images.ctfassets.net/ph8r57dk1q9w/5ZcP0R4aol33KTAMZTcsBh/c79dc59b50143c6565bbe35b239c2f70/66cc2ce1ae967dfb111102fc_CaseStudies-KletaImageImage04_42a32b7d6775891c933a03d0d300abb3_800.jpeg) ### Results Through the right mix of automation and human support, Kleta resolves most issues and gets subscribers back on their bicycles again within 48 hours of an incident. Automated support scores 4.3 out of 5 stars in CSAT ratings. Meanwhile, agent support averages 4.6 stars, with 2 out of 3 customers giving the support team full marks. This consistently high level of customer service increases customer confidence and brand loyalty. As referrals make up a high percentage of customer acquisition, Kleta successfully grew its subscribers by 100% in just two months. Kleta is aiming to triple its subscribers and employees within the year. With respond.io, it can easily onboard more agents and create more sophisticated automation to maintain a superior customer experience as it scales. ## [How Lamarsa Coffee Used Chat Commerce to Boost Sales Across 6 Countries by 50%](https:/respond.io/customers/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50) Lamarsa Coffee is among Malaysia’s largest coffee equipment retailers, carrying premier brands such as Rocket Espresso, La Marzocco, Mahlkönig and more. It serves B2B and B2C customers from Brunei, Singapore, the Philippines, Taiwan and Australia as well as the local market‍ ### The Problem As its business grew, Lamarsa Coffee struggled to handle the flood of sales, order and after-sales inquiries through WhatsApp. It wanted to resolve inquiries efficiently, automate tasks and target the right contacts for broadcasts on the channel. It also wanted to reach customers on other popular messaging channels in its markets and create special access to dedicated salespeople for high-value customers. ### The respond.io Solution When Lamarsa Coffee was searching for a business messaging solutions provider that could streamline customer communication and shorten its sales cycle with automation, a respond.io customer recommended the platform. #### Omnichannel Communication was Centralized Lamarsa Coffee was chatting with customers over WhatsApp Business App. However, limited user access meant only a few agents could handle sales conversations at a time. Respond.io recommended it migrate to [WhatsApp API](https://respond.io/blog/whatsapp-business-api) and connect it to the platform for greater multiuser access. Lamarsa Coffee also connected Facebook and Instagram as click-to-chat ads on both drive customer acquisition. Then, it created a web chat and WhatsApp click-to-chat links for its website on respond.io to encourage engagement. Instead of switching between messaging platforms and potentially missing messages, agents now have conversations across channels on a single platform. They can also identify returning customers [even if they reach out on another connected channel](https://respond.io/blog/merge-contacts). #### Routing Strategies for Customers and VIPs were Implemented Previously, agents used to manually determine the nature of inquiries and pass them to the relevant teams. This severely delayed response times and meant Lamarsa Coffee risked losing prospective customers to competitors who responded faster. This is where respond.io’s [Workflows](https://help.respond.io/l/en/workflows/workflows-overview) automation comes in. Now, customers select an inquiry category from a menu and Workflows [routes](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) them to the relevant team. Meanwhile, it instantly [assigns](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-0) high-value customers to their dedicated salespersons. If agents are away or busy, automated away messages manage customers’ expectations and assure prospects of a response. #### Customers were Segmented for Precise Broadcast Targeting For the first time, Lamarsa Coffee is able to [easily segment](https://docs.respond.io/contacts/contact-details#tags) imported and new contacts by customer category and other criteria. This lets it send targeted [bulk messages](https://respond.io/blog/whatsapp-broadcast) about promotions, pre-order notifications, shipment updates and more over WhatsApp. Through respond.io, it is even able to broadcast to [certain interested prospects](https://respond.io/blog/whatsapp-business-api#toc-mobile-15) who haven’t messaged the company first or added Lamarsa Coffee to their WhatsApp contact list. This way, it can nurture contacts from the start of the sales cycle. #### Conversations are Monitored and Measured for Quality Improvement Agents were initially chatting with customers over their personal phones. Managers had no insights into what they were saying or how long they were taking to respond to customers or resolve conversations. Respond.io enables managers to monitor live conversations and step in to guide agents if necessary. They can also access valuable analytics such as first response and resolution times to hold agents accountable and set performance goals. > “In a short time, respond.io was able to solve problems we’d been facing for years. We signed up for the Enterprise Plan to have a dedicated Customer Success Manager, who helps us make the most of the platform. Customers quickly lose interest when they feel like they are talking to a robot. Respond.io lets us balance automation and the human touch so we can meet customers’ expectations while exceeding our goals.” — Claudia Tan, co-owner of Lamarsa Coffee ![](https://images.ctfassets.net/ph8r57dk1q9w/2S6xgbhPsZYnnUVL1SiVIp/e1281a41015232ac029e556563053a04/66cc2ce1ae967dfb111102d5_CaseStudies-LamarsaCoffeeImage04_b51a2e16812d0a9432641d9e3b069449_1000.jpeg) #### Results Since web and WhatsApp click-to-chat links were added to its website, Lamarsa Coffee has acquired 10x times more leads per quarter. Consolidating all channels on respond.io and adjusting routing and assignment strategies over time have improved first response times by 38% since Lamarsa Coffee began tracking this metric. Resolution strategies are currently in progress. Ultimately, this has translated to 50% more sales from quarter to quarter in less than a year. Lamarsa Coffee credits this success partly to the improved customer acquisition and retention empowered by respond.io. ## [How Qobolak Used Broadcasts to Double Student Lead Conversions](https:/respond.io/customers/how-qobolak-used-broadcasts-to-double-student-lead-conversions) ##### How Qobolak Used Broadcasts to Double Student Lead Conversions Qobolak, an education placement company, plays a pivotal role in linking students in the Gulf Coast Countries, especially Saudi Arabia, with universities in the UK, USA, Europe and Australia. Its services include assistance in submitting university applications, onboarding students in the host countries and assisting with student accommodation.‍ ### The Problem Qobolak faced significant challenges in increasing the number of student leads, monitoring employee performance and managing the complex follow-up processes with students after securing university offers. These issues impacted the number of lead conversions and the quality of student consultation services, both of which are essential for successful student placements. ### The Respond.io Solution Qobolak was searching for solutions that could streamline its communication processes, enhance employee performance monitoring and boost its overall student engagement strategies. It needed a system that could [integrate various communication channels](https://respond.io/blog/omnichannel-communication) into a single platform, making it easier to manage student interactions efficiently. Moreover, Qobolak sought advanced tools to monitor and improve its team's responsiveness and effectiveness in dealing with student inquiries and follow-ups. This led Qobolak to adopt respond.io's robust functionalities, which promised to optimize service delivery in the educational placement sector by addressing these critical areas. #### Consolidate Multiple Channels into One Unified **Platform** Qobolak previously relied on decentralized and uncoordinated communication methods. It used Facebook Messenger and Instagram DM, and had 20 agents who were using their personal WhatsApp numbers to communicate with students. This led to difficulty in tracking conversations and documents sent by students. Respond.io provided a [centralized communication platform](https://respond.io/blog/omnichannel-support), consolidating conversations across multiple WhatsApp numbers and channels into one streamlined system. This shift allowed Qobolak to move from using many WhatsApp numbers to just one with WhatsApp API connected to respond.io. The centralized inbox also improved interactions between students and agents, including better organization and tracking of essential documents. #### Comprehensive Monitoring of Agent Performance Previously, there was a lack of visibility into how effectively agents were following up on leads and closing sales, which is crucial in the educational placement sector. Through the [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview), managers can track detailed employee metrics such as the [number of conversations handled](https://help.respond.io/dashboard-reporting/reports-conversations), [first response times](https://help.respond.io/dashboard-reporting/reports-responses) and [resolution times](https://help.respond.io/dashboard-reporting/reports-resolutions). With these in-depth insights, managers can now accurately assess how efficiently each agent responds to students and how successfully agents place them in universities. They can also review individual conversations in detail to spot quality gaps for improved service. This not only improves accountability but also identifies areas for performance enhancement, driving overall team productivity and effectiveness in the education placement market. #### Increase Event Attendance Through Broadcasts Qobolak successfully generates most of its leads at education fairs yet faces challenges in effectively communicating its participation at these events to potential students. Sending [WhatsApp broadcasts via respond.io](https://help.respond.io/broadcasts-module/broadcasts-overview) served as a direct channel to deliver such announcements and updates to a [wide audience](https://respond.io/blog/respondio-whatsapp) efficiently. This new approach has led to significant improvements in event visibility and attendance. Compared to previous education fairs, Qobolak has reached a larger audience more effectively, increasing attendance and overall student engagement to enhance its outreach and impact in the educational placement sector. > “We're thrilled with the transformation in our student engagement and lead conversions since implementing respond.io. It has been a game-changer, streamlining our communication and boosting our team's results so well.” — Waddaa Aboulatta, Qobolak’s Head of IT ![](https://images.ctfassets.net/ph8r57dk1q9w/1OYiktOpyXHSBtYidyG9p9/5a8f30f96f488a00a97978c2b40f8ac1/6694d6b12712e4111cc19afd_Case_20Studies_20-_20Qobolak_20Image_2002.jpg) ### The Results Implementing respond.io significantly enhanced Qobolak's operations. The shift to a single WhatsApp account for student communications improved the company's professional image and allowed for better quality control and follow-up supervision by managers. This strategic change led to more consistent and reliable student interactions, effectively closing gaps in the placement process and reducing potential revenue losses. Additionally, the use of WhatsApp broadcasts proved highly effective. With 49,800 messages sent over eight months, Qobolak significantly increased its lead generation. This resulted in a 95% increase in lead conversions. This approach kept Qobolak at the forefront of students' minds, boosting engagement and rapidly improving lead generation and conversion rates. ## [How Sleek Gained 3x More Qualified Leads over WhatsApp](https:/respond.io/customers/how-sleek-gained-3x-more-qualified-leads-over-whatsapp) Sleek is an [all-in-one digital platform](http://sleek.com/) that provides startups and small and medium enterprises (SMEs) with administrative services like company registration, governance, accounting and tax compliance management. Its founders launched the company in Singapore in 2017 as an antidote to the slow pace of paper-based processes. It enables businesses to digitally and remotely sign legal documents, incorporate companies and file requests to a company secretary 24/7, among others. Sleek has expanded to Hong Kong, Australia and the United Kingdom. ### The Problem To communicate with prospective clients, Sleek incorporated web chat on its website via a service provider. However, agents found the chat interface confusing, which slowed down their response times. Web chat also produced too few high-quality leads. Prospects often faked their contact details and agents wasted too much time trying to follow up with them. As most of its competitors were talking to prospects on WhatsApp, Sleek was keen to try moving sales conversations to WhatsApp instead of using web chat. It needed a messaging platform with a more user-friendly interface. It also wanted a better vetting process to verify contact information and generate more qualified leads.‍ ### The respond.io Solution While searching for a suitable business messaging platform, Sleek’s management came across respond.io’s case studies. They signed up for a respond.io free trial account, tested its use cases on the platform and subscribed to the service for all four markets. #### Private Workspaces were Set Up for Each Market To maintain operational autonomy and privacy, Sleek assigned each market an independent [Workspace](https://help.respond.io/l/en/workspace-settings/managing-a-workspace) or sub-account within the respond.io platform. The sales and business development teams for each country could access their respective Workspace and its messaging inbox. Management and agents alike find respond.io ’s user interface intuitive and easy to navigate. They rate the user experience as significantly better than that of their previous solutions provider. Additionally, respond.io has advanced functionality like chat automation and [customizable inboxes](https://help.respond.io/l/en/messages/custom-inbox). #### WhatsApp API was Connected to Drive Sales Chats and Capture Leads Sleek engaged a [WhatsApp partner](https://respond.io/blog/whatsapp-business-api#toc-mobile-1) to set up dedicated [WhatsApp API](https://respond.io/blog/whatsapp-business-api) accounts for each country and [connected them](https://help.respond.io/l/en/quick-start/connecting-channels) to their respective Workspaces. It then added [WhatsApp chat links](https://respond.io/blog/whatsapp-link-for-instagram) and [QR codes](https://respond.io/blog/whatsapp-qr-code) to its website to drive inquiries. Prospects who click or scan these enter a WhatsApp chat with Sleek’s agents. This ensures automatic and high-quality lead capturing. Prospects tend to use fake email addresses when filling out contact forms on web chat. However, WhatsApp enables businesses to capture contacts’ WhatsApp profile names and authentic phone numbers. Furthermore, web chat requires agents and prospects to be online simultaneously to communicate. Agents also lose chat records if they clear their cookies. WhatsApp allows users to respond when convenient so consultations can take place over time, which is crucial for a complex business like Sleek. A persistent chat history on respond.io ensures agents can refer to previous interactions for context if necessary. #### Chat Routing, FAQs and Away Messages were Automated In Singapore, UK and Australia, Sleek’s default language is English. Sleek Hong Kong, however, communicates in two of the region’s most widely spoken business languages: English and traditional Chinese. Respond.io’s [Workflows chat automation](https://help.respond.io/l/en/workflows/workflows-overview) makes managing this easier. For the Hong Kong market, a Workflow [routes](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) prospects who click on the WhatsApp chat link to the English or Chinese-speaking teams according to the language they selected for browsing the website. It then [assigns chats round-robin](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-5) to an agent for even lead distribution. Across all markets, most sales inquiries comprise frequently asked questions. Sleek’s agents use [canned responses](https://help.respond.io/l/en/workspace-settings/snippets?_ga=2.233847896.731843357.1671419436-949410458.1671514628) to provide quick and standardized replies to these. Another Workflow sends an out-of-office reply when prospects message after business hours so they are never left hanging. Instead, they receive a [WhatsApp template message](https://respond.io/blog/whatsapp-interactive-message#toc-mobile-3) with a link to a meeting scheduler to book a consultation. #### Conversations and Agent Performance are Monitored and Analyzed Respond.io maintains a permanent record of customer interactions across their lifecycle. This qualitative data helps Sleek track the success of its sales efforts and improve its customer service over time. Additionally, performance metrics such as agent load, first response time and resolution times are monitored in real time. The Reports Module also measures long-term trends such as peak chat hours so managers can make informed decisions about resource allocations. > “Our playground is mainly in the APAC region and respond.io has been an invaluable partner in growing our customer base and relationships here. WhatsApp is an ideal channel for these tech-savvy markets and it has transformed the way we interact with customers. We look forward to strengthening our foothold in the industry with respond.io.” — Adrien Barthel, Co-founder and Chief Growth Officer of Sleek ![](https://images.ctfassets.net/ph8r57dk1q9w/Pbk2nqy7Fg2kGjMnYfy8X/150debaedbd23002736aa65eb32a69c7/66cc2ce1ae967dfb11110667_CaseStudies-SleekImage03_f36f115b5ca096507792981a290e261d_800.jpeg) ### The Results Switching its sales conversations over to instant messaging proved to be a tremendous success in Singapore and Hong Kong, where WhatsApp is immensely popular. Sleek noticed that clients tend to maintain relationships over WhatsApp in the long term, even sharing receipts and files for bookkeeping purposes over the channel. The company reports 3.5x more sales inquiries over WhatsApp than it used to have over web chat. Prospects are less likely to drop off as they can instantly chat with agents instead of filling out a contact form first, removing friction from starting a chat. Sleek records 3x more qualified leads now as it acquires authentic contact information. With an intuitive UI and automated chat routing and assignment, agents are able to respond to contacts within 2 to 3 minutes of a message. Quick, high-quality responses from its sales teams have earned Sleek an impressive net promoter score (NPS) of 68%. That said, clients’ enthusiasm for WhatsApp in Australia and the UK is not as high. Sleek is reexamining its strategy and is contemplating adding Facebook Messenger to respond.io as an alternative for both markets. ## [How Speedhome Doubled Its Monthly New Customers and Keeps Them Coming Back](https:/respond.io/customers/how-speedhome-doubled-its-monthly-new-customers) Speedhome is a property rental platform that connects landlords and tenants in Malaysia. Landlords can list their properties on the platform at no cost and tenants can rent homes without paying a deposit upfront, which makes moving more affordable for them. Speedhome acts as an intermediary between landlords and tenants and provides services such as background checks, home renovation and rental payment management to ensure a smooth rental process.‍ ### The Problem Speedhome needed to measure the performance of multiple teams of agents in responding to inquiries and resolving conversations efficiently. However, the company lacked a reliable method to track this information. To address this challenge, Speedhome sought a solution that could accommodate a large number of agents and could provide insights into their performance. In addition to performance tracking, Speedhome required a platform that could support the various channels it used for stakeholder communication. These included [WhatsApp](https://respond.io/blog/whatsapp-business-api), a custom channel and messaging channels like [LINE](https://respond.io/blog/line-business) and [Google Business Messages](https://respond.io/blog/google-business-messages), which the company plans to use in the future. Speedhome also wanted to understand how effective respond.io would be in enhancing its customer experience. ### The respond.io Solution Speedhome experimented with various software options in search of an answer to its problems. Of the many solutions it tried, respond.io stood out as the only software that seamlessly connected all channels during setup. Because the process went so smoothly, it gave Speedhome the confidence to select respond.io as its software of choice. #### Consolidated Customer Communication Channels on a Single Platform With [respond.io](https://respond.io)'s [omnichannel capabilities](https://respond.io/blog/omnichannel-communication), Speedhome was able to consolidate all its communication channels onto a single platform, enabling its agents to communicate with customers via WhatsApp and its in-app messaging channel. This not only made it more convenient for Speedhome’s agents to reply to their customers but also future-proofed the company's expansion plans beyond Malaysia, where WhatsApp may not be as widely used. Since respond.io supports popular channels such as LINE and [Facebook Messenger](https://respond.io/blog/facebook-business-chat), Speedhome can continue to use the platform to communicate effectively with its customers, regardless of their location or preferred communication channel. #### Customer Routing was Automated To replace its system of manually routing customers who contact the company, Speedhome leveraged respond.io’s powerful and flexible [automation builder](https://help.respond.io/l/en/workflows/workflows-overview) to [route customers](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) according to the nature of their inquiry efficiently. When customers reach out to Speedhome, they can choose a relevant inquiry category from a chat menu such as sales, customer experience, operation support, listing and webinar. They are then automatically directed to the corresponding team and [assigned to an available agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio). The customer routing process has enabled the company to better meet its customers' needs by assigning the right agent to them quickly, resulting in [higher customer satisfaction](https://respond.io/blog/csat-customer-satisfaction-score) levels. #### Agent Performance Could be Tracked and Analyzed Speedhome faced the challenge of monitoring the performance of 70 agents across 9 teams – a task that was not possible with its previous messaging inbox and would have been unfeasible to track manually. With all its agents working on respond.io, Speedhome could easily measure the performance of its staff. Using the [Reports and Analytics module](https://help.respond.io/l/en/dashboard-reporting/reports-overview), team leaders had access to metrics such as the time an agent took to respond to an inquiry or resolve a conversation. As a result, respond.io empowered Speedhome to supervise and analyze its teams' performance effectively. #### Upsold Additional Services Through Promotional Messaging Speedhome recognized the potential of leveraging its existing instant messaging channels to promote additional services. With this goal in mind, the company used respond.io's [Broadcasts Module](https://help.respond.io/l/en/broadcasts-module/broadcasts-overview) to deliver targeted promotional messages and upsell services such as Speedreno (its furnishing and renovation service) and Speedfix (a home maintenance service). This strategic utilization of instant messaging proved highly effective, resulting in a noticeable increase in customer engagement and uptake of these supplementary services. #### Assessed Customer Feedback with CSAT Surveys A month after implementing respond.io, Speedhome wanted to determine the effectiveness of customer communication management software for its operations. The property rental platform conducted a CSAT survey with its customers using the respond.io’s automation tools. The CSAT survey resulted in mostly positive feedback from Speedhome’s customers, validating the positive impact of respond.io on its business. > “Respond.io’s flexible Workflows is a great advantage as it enables us to implement changes and adapt to various situations swiftly. The ability to quickly modify our support Workflow has proven extremely useful. As a result, our response times have significantly decreased and we are now able to promptly address more customer messages in the same amount of time. This feature, along with respond.io’s reliable messaging capabilities allow us to deliver better customer experiences.” – Choong Kwok Ming, Head of Product, Speedhome ![](https://images.ctfassets.net/ph8r57dk1q9w/6kGBgnGCu8p4rzgGpBu5ea/e68bf1681c2b8e8f3ca0b66291517a96/6694d6b12712e4111cc197e9_Case_20Studies_20-_20Speedhome_20Image_2002.jpg) ### The Results Since adopting respond.io as its customer conversation messaging software, Speedhome has witnessed a remarkable increase in customer engagement and loyalty. The number of monthly returning customers has surged to 56%, while the number of new monthly customers jumped 122% more than they received previously. Additionally, the CSAT survey conducted by Speedhome yielded an impressive 71% score, highlighting the high level of satisfaction among its customers. These positive developments demonstrate how leveraging the power of respond.io has enabled Speedhome to connect with its customers more effectively and build long-lasting relationships. ## [How Sport Center Los Naranjos Gained 20% More Conversions from Sales Inquiries](https:/respond.io/customers/how-sport-center-los-naranjos-gains-20-more-conversions-from-sales-inquiries) Sport Center Los Naranjos is a wellness center in Caracas with facilities such as a gym, swimming pools, hair salon and restaurants. It also has karate, fitness and dance classes, as well as a swimming academy for students of all ages. ### The Problem Sport Center Los Naranjos was handling customer inquiries over multiple channels, especially WhatsApp Business App. However, limited multiuser access on the app meant only a few agents could chat with customers at a time, which delayed responses. To efficiently handle and supervise inquiries, it wanted to integrate its wellness management software with a business messaging solution. This would centralize customer conversations and data, and enable multiuser access to all channels.‍ ### The respond.io Solution To establish customer communication over instant messaging, Sport Center Los Naranjos approached Venezuelan business solutions provider and respond.io partner Optikos.io. They implemented the following solutions. #### Messaging Channels were Connected to a Central Inbox While messaging apps are immensely popular in Venezuela, local restrictions sometimes interrupt service. To guarantee consistent operations, Optikos.io hosts these channels on respond.io. Sport Center Los Naranjos upgraded its [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) to [WhatsApp API](https://respond.io/blog/whatsapp-business-api) for [better multiuser access](https://respond.io/blog/whatsapp-business-multiple-users). It then connected WhatsApp API, Facebook Messenger and Instagram to respond.io so agents can respond to omnichannel inquiries without switching between messaging apps. To attract customers, Sport Center Los Naranjos runs click-to-Messenger ads. These encourage potential subscribers to immediately find out more or address any concerns they might have with an agent, increasing their chances of converting. #### Teams and Data were Consolidated for a Single Reference Point At Sport Center Los Naranjos, the sales, administration and coordination teams work together on customer cases. Previously, interdepartmental collaboration was tedious as teams were siloed and had to find and share relevant resources manually. To increase efficiency, the center onboarded these teams, or 10 agents collectively, onto respond.io. It also integrated its wellness service software Fitco and Google Sheets with respond.io via [HTTP requests](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-4) to collect and manage customer data automatically. Now, the teams share a single Workspace to consolidate customer profiles, data and conversations. Agents can retrieve and update data on the same platform while chatting with customers. Shared access to data ensures everyone has the same information, which increases the ability to collaborate among teams seamlessly. #### Automation was Implemented to Handle Inquiries Efficiently The sport center receives over 1,000 inquiries a month. Previously, it had no way to route conversations. Agents read each inquiry and passed them to the correct person for response manually. It needed a method to process these inquiries automatically. Respond.io introduced the center to [Workflows](https://respond.io/blog/november-2021-release-workflows-module-and-send-message-templates-via-messages-api#toc-mobile-0), its flagship automation builder. As most inquiries are predictable or surround the same topics, Sport Center Los Naranjos could [automate frequently asked questions](https://respond.io/blog/whatsapp-customer-service#toc-mobile-6) (FAQs) and responses. However, it still needed to [escalate complex inquiries](https://respond.io/blog/escalation-management) to a human agent. Workflows [routes](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) these to the sales team and [assigns](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) them to an available agent. The center now uses these conversations as an opportunity to enter customers into a sales funnel. #### Conversations are Monitored to Standardize Messaging As agents were initially working on their personal devices, managers had no insights into what they were saying. By centralizing all customer communication on a single platform, managers now have an eagle-eye view over conversations. They monitor and guide ongoing chats, and can view chat histories to see if the correct conversion strategies are applied. They can also access metrics such as first response and resolution times to ensure agents are performing to expectations. > “It’s important to us that we provide great customer service. This includes being able to be there for clients from the start of their interest in our gym and accompanying them throughout their decision-making process. Respond.io helps us create that experience. The results speak for themselves.” - Ricardo Molina, Director at Sport Center Los Naranjos > “Working with respond.io has been invaluable. With one platform, we can offer clients a contact database, an inbox and automation. It has improved the way they talk to customers and the outcomes of those interactions. As a result, we’re now able to move on to the next phase and develop strategies for higher conversions and even better service.” – Jaime Molina, CEO at Optikos.io. ![](https://images.ctfassets.net/ph8r57dk1q9w/15sdZ9YYOGbK98Fwff8zGm/22c2a82ecd8191868b97b3615f23f252/66cc2ce1ae967dfb111102f0_CaseStudies-SportCenterLosNaranjosImage03_0d6e1f5c8c992f4e63f3d7152fb922e0_800.jpeg) ### Results Centering all teams, customer data and conversations on one platform translates to smoother operations and a better customer experience. Sport Center Los Naranjos has shaved first response times from 20 minutes to 5 minutes and cut down resolution times from 5 minutes to 1 minute for inquiries. Meanwhile, automated FAQs ensure that only serious customers reach the sales team. The team’s lighter load allows them to focus on converting these customers while live guidance from managers helps nudge these conversations in favourable directions. As a result, Sport Center Los Naranjos converts 20% more subscribers from inquiries.‍ ## [How Srikandi Streamlined Communication for 47 Branches and Accelerated Revenue Growth](https:/respond.io/customers/how-srikandi-streamlined-communication-for-47-branches-and-accelerated-revenue-growth) Srikandi is an authorized Mitsubishi Motors dealer in Indonesia, boasting a strong presence with 47 branches nationwide. It offers a wide range of Mitsubishi cars for sale and comprehensive automotive services, including car servicing, body repairs, car rentals and tailored financing options.‍ ### The Problem Each of Srikandi’s 47 branches has its own sales and support department. A major challenge it faced was that agents used their personal phone numbers to communicate with customers via WhatsApp. This decentralized communication led to uneven workload among agents, inconsistent customer experiences across locations and difficulties for managers to monitor conversations. ### The respond.io Solution Srikandi was searching for an effective solution to centralize its customer communication. It wanted customers to contact the business directly rather than individual agents and agents to respond to customer conversations from a single platform. It also needed a platform that could automatically assign conversations to agents for equal workload distribution, as well as provide managers with tools for supervisory oversight, enabling them to monitor and evaluate agents' performance at a glance. Additionally, Srikandi sought capabilities to send broadcasts, aiming to promote its products and services to a broader audience effectively. To address these requirements, Srikandi evaluated four solution providers. It ultimately chose respond.io, drawn by its impressive client base and robust [mobile app](https://help.respond.io/mobile-app) that mirrored the familiarity and convenience agents experienced using WhatsApp on their phones. #### WhatsApp Cloud API and Facebook Messenger were connected to an Omnichannel Platform Srikandi wanted a single official WhatsApp number to be associated with its business, so it adopted one WhatsApp phone number for all 47 branches. This led the company to connect [WhatsApp Cloud API](https://respond.io/blog/whatsapp-cloud-api) to respond.io. Furthermore, to leverage [click-to-chat ads on Facebook](https://respond.io/blog/facebook-messenger-ads), respond.io recommended integrating Facebook Messenger too so all customer communication channels were unified in a central location. #### Broadcasts were Leveraged to Promote Products and Services Now that it had the [omnichannel solution](https://respond.io/blog/omnichannel-communication) it needed, Srikandi faced another problem. Since customers were used to contacting agents on their personal numbers, they rarely contacted the business via its new WhatsApp business phone number. In a strategic move to drive brand awareness and boost engagement, Srikandi began leveraging the power of [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) and respond.io's [segmentation](https://help.respond.io/contacts/segments) capabilities. By sending tailored messages based on [Contacts’ interests](https://help.respond.io/contacts/contact-details#tags), the company effectively engages its existing leads and customers on its official WhatsApp number. #### Conversations were Routed and Assigned Automatically With all inbound conversations directed to a single place, Srikandi needed an efficient way to assign leads and customers to agents automatically. Using the respond.io [Workflows](https://help.respond.io/workflows/workflows-overview) automation builder, it [automatically routes](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) leads and customers to their preferred branch and [assigns them](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to a sales or support agent. Additionally, Srikandi wanted each lead to be managed by the same agent throughout their sales journey so agents could provide personalized attention and build relationships and trust. It achieved this through respond.io’s [dedicated agent assignment feature](https://help.respond.io/support-use-case/auto-assign-customers#auto_assign_customers_to_a_dedicated_agent). This was also implemented for VIP customers to ensure they receive top-notch customer service from its best agents. #### Managers were Able to Monitor Agents in Real Time Respond.io’s [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) offers managers visibility into agent activities. Managers were able to monitor all ongoing conversations, ensuring agents followed the company's communication standards and guidelines. This oversight allowed for [timely interventions](https://help.respond.io/contacts/contact-activity#comments) when needed, assuring consistent and high-quality customer interactions across all branches. > “Respond.io has revolutionized our customer communication landscape. Now, with a single platform, we monitor and manage WhatsApp conversations for sales and support across 47 branches, replacing the scattered mobile records with centralized, efficient oversight.” — C. Lesmana, Srikandi’s IT Director ![](https://images.ctfassets.net/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg) ### The Results Within five months, Srikandi's adoption of respond.io showcased significant improvements. It broadcasted 20,100 promotional messages, leading to a 125% rise in customer conversations. This surge indicates that its broadcast strategy successfully encouraged customers to contact the company via its official WhatsApp number instead of agents’ personal numbers. Respond.io’s automation capabilities efficiently managed the increase in conversations as 88% of them were automatically routed to the right branch and assigned to the right agent. This significantly reduced the risk of overlooking conversations, contributing to a more satisfying customer experience. Best of all, the high number of conversations [led to more conversion opportunities](https://respond.io/blog/customer-conversation-management), contributing to a 23% increase in revenue. This underscores the effectiveness of Srikandi's new communication and engagement strategies, leveraging respond.io for business growth. ## [How TRS.INK Used Viber to Reach 132K Citizens in the Western Balkans' Covid-19 Response](https:/respond.io/customers/how-trs-ink-used-viber-to-reach-132k-citizens-in-covid-19-response) Like many other sectors, hospitals and private insurance companies in the Western Balkans were caught off-guard when the Covid-19 pandemic struck in March 2020. They immediately mobilized service providers across the region for solutions to manage the crisis. IT solutions consultant TRS.INK sought a method for the healthcare sector in the region to systematically handle pandemic-related communication with local populations.‍ ### The Problem Instant messaging was chosen as a more effective medium than email and phone calls for Covid-19 and general healthcare communication as it’s highly scalable yet allows for personalization. Citizens also check messenger inboxes more frequently than email and can refer to saved information at any time. TRS.INK needed a messaging platform that supported all popular instant messaging channels as no official channel for Covid-19 communication had been selected yet. The platform also had to support integration with existing hospital information systems used by public and private hospitals in the region. Finally, it needed to be user-friendly for quick set-up and implementation.‍ ### The Respond.io Solution Few messaging platforms available in the Balkan Peninsula offer a wide range of multichannel connections, therefore limiting channel choices. TRS.INK came across respond.io and developed the following solutions with the support of a Customer Success Manager. #### Viber was Connected to respond.io Local IT service providers were not interested in developing a new messaging solution such as a dedicated app because of the time and complexity involved. Instead, they wanted to leverage existing modes of communication. Viber and WhatsApp were determined to be the most popular channels among the region’s target population of preadolescents to 60-something year-olds. TRS.INK opted for Viber as the official channel for healthcare communication in the region.It easily connected a [Viber Chatbot](https://respond.io/blog/viber-for-business#toc-mobile-5) to respond.io to send push notifications, broadcasts or 1:1 messages to contacts as needed. #### Hospitals’ Healthcare Systems were Integrated for Accurate Communication When patients register at a hospital, their name, phone number and other identification details are automatically uploaded onto the hospital’s database and synced with all integrated systems. With respond.io, TRS.INK is able to equip hospitals with the solution to correctly identify patients and ensure they receive the results meant only for them. #### Opt-ins were Automatically Initiated to Enable Communication over Viber Previously, patients physically filled in a contact form at hospital appointments and returned in person to collect their results. During the pandemic, these processes had to be conducted automatically and remotely to reduce the burden on hospital staff and contain the spread of Covid-19. TRS.INK sent each citizen who went to get tested for Covid-19 an SMS with instructions to opt in for Viber communication. Once the opt-in was collected, hospitals could then send relevant updates directly and securely to patients’ Viber accounts. #### PCR Test Results, Vaccine Appointments and More are Sent Automatically Health institutions that implemented this solution were among the first in the region to deliver PCR test results via Viber. Home isolation and medical intervention instructions were also sent over the channel. Once the Covid-19 vaccine was available, Viber’s scope of use was expanded to set up vaccine appointments. Contacts would receive personalized push notifications of proposed appointment slots and had to confirm their acceptance. If they rejected it, they’d receive a survey to select a suitable date and time. After the appointment, a vaccine certificate would be sent to their Viber account for easy retrieval as proof of vaccination. > “Respond.io allowed us to establish a line of communication with patients quickly and effectively during a time of crisis. Launching a dedicated app for Covid-19 communication would have been too slow and expensive, and we foresaw low adoption rates, especially among less tech-savvy audiences. Now that we’re out of crisis mode, we see great potential in respond.io’s solutions for wider use in the healthcare industry and beyond.” — Healthcare Integration Architect and Consultant at TRS.INK. ![](https://images.ctfassets.net/ph8r57dk1q9w/3P0p0VH0NOCvAWGjelATHE/46574d09f124c7c186969fc2c65669a1/66cc2ce1ae967dfb111108f8_Case_20Studies_20-_20TRS.INK_20Image_2002.jpg) ### The Results Between August 2020 and October 2022, TRS.INK succeeded in reaching more than 132,000 citizens on Viber about their PCR test results or Covid-19 vaccinations. These messages were delivered in the Bosnian, Croatian and Serbian languages. The messages had a 99.9% successful delivery rate on respond.io and reached preadolescents to sexagenarians, evincing the high usage of instant messaging among citizens of all ages. As Covid-19 shifts into the endemic stage, TRS.INK’s use of Viber will evolve accordingly. It aims to provide information about health insurance, enable direct communication with general practitioners and deliver laboratory results and radiological findings over the channel. The IT consultant is also interested in expanding its relationship with respond.io beyond the healthcare sector to the business administration sector. This is easy with the flexibility respond.io offers in the range of instant messaging channels and integrations it supports.‍ ## [How Yoho Centralized 6 Support Channels to Improve Chat Response Times by 84%](https:/respond.io/customers/how-yoho-centralized-6-support-channels-to-improve-chat-response-times-by-84) [Yoho](https://www.yohohongkong.com/) pioneered Hong Kong’s e-commerce landscape when it began selling consumer electronics and home appliances in 2013. Today, it’s among the largest e-commerce platforms in the region in terms of website traffic and online sales in its category. Yoho conquered 5.6% of the market share in 2020/2021 with demand from customers in Hong Kong and mainland China predominantly. The company also has three retail locations in Kowloon and Hong Kong Island, which account for 20% of its total sales. Its online-merge-offline (OMO) model expands business opportunities in both markets and offers customers enjoyable shopping experiences in both worlds. ### The Problem Initially, Yoho mostly focused on handling inquiries over web chat, its most popular support channel among customers. As a result, inquiries on channels like WhatsApp and WeChat were sometimes neglected. It approached respond.io for a central inbox to handle chats on both apps for improved response times. However, Yoho and respond.io rapidly deepened their collaboration as the business grew. Handling a higher volume of inquiries on six messaging channels was challenging. In addition to centralizing its channels, Yoho also wanted to make data-driven decisions to reduce response times and improve the support experience. ### The respond.io Solution As very few business messaging platforms support WeChat integrations, Yoho approached respond.io for an all-in-one solution to its messaging challenges. #### Conversations on All Channels were Directed to a Single Inbox Yoho’s support team dedicated most of their time and attention to [web chat](https://help.respond.io/l/en/website-chat-widget/website-chat-widget-overview), where it receives the bulk of customer inquiries. Other support channels like [WeChat](https://respond.io/blog/wechat-customer-service), [WhatsApp](https://respond.io/blog/whatsapp-customer-service), [Instagram](https://respond.io/blog/instagram-customer-service), [Facebook Messenger](https://respond.io/blog/facebook-messenger-for-customer-service) and email were only sporadically checked, which delayed replies. Yoho upgraded its [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) account to [WhatsApp API.](https://respond.io/blog/whatsapp-business-api) It connected WhatsApp API and WeChat to respond.io so conversations on both channels flow into a single inbox for easier tracking and follow-ups. Yoho then connected all remaining channels, even switching its web chat from a different provider to respond.io. In addition to offering omnichannel support on one platform, respond.io facilitates the ability to recognize returning customers on any channel and have their full context ready for reference. The shortened response time prevents customers from sending duplicated inquiries across channels when impatient for a response. Agents address all inquiries systematically and no longer waste time on duplicate conversations. #### Separate Workspaces were Created for Core Support Categories Initially, all nature of inquiries flooded the various channels. For better conversation management and more precise performance tracking, Yoho created three Workspaces on respond.io. Each Workspace handles a specific conversation category: General inquiries, warranties and after-sales support for appliance installations. Each Workspace also has its own channels, including a dedicated WhatsApp number for after-sales service to send customers [template messages](https://respond.io/blog/whatsapp-template-message#toc-mobile-1) to set installation appointments. #### Automation Enables Faster Resolutions in Customers’ Preferred Languages To improve resolution times, Yoho automated responses to common general inquiries on web chat, WhatsApp and WeChat with respond.io’s [Workflows automation](https://help.respond.io/l/en/workflows/workflows-overview?_ga=2.61953130.731843357.1671419436-949410458.1671514628) builder. First, customers on any channel select their preferred language from an inquiry menu. Yoho provides support in English as well as traditional and simplified Chinese to cater to different language needs. Customers then select an inquiry category. Common inquiries follow a self-service route with automated FAQs or redirects to relevant sections on its website. More complex issues are [routed](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assigned](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to support agents, who are all fluent in all three languages. #### Sales Opportunities are Recovered and Boosted via Support At any given time, Yoho has over 20,000 SKUs (stock keeping units) in its inventory. When an item was out of stock, customers would inquire about availability or restocks. Delayed responses often translated to lost sales as customers would turn to competitors. Now, agents promptly recommend alternative products and share relevant promotions to encourage purchases. For instance, customers who spend HK$400 and above on a single receipt enjoy additional discounts or special offers. When agents inform them about this, customers nearing that amount are likely to add more items to their carts to qualify for the offer. #### Support Weaknesses are Pinpointed with Analytics Yoho wanted to radically improve response and resolution times. However, it lacked a broad view of conversation trends and agent performance. Its data was scattered across messaging platforms or limited to the few metrics offered by its original web chat provider. With respond.io, managers have [granular insights and overviews of agents’ or team performance](https://help.respond.io/l/en/support-use-case/reporting-for-support). As agents’ workloads are updated in real time, managers can allocate additional resources if necessary. Long-term trend reports on peak support hours, conversation types and response and resolution times enable managers to pinpoint areas of improvement and restrategize for improved performance. > “E-commerce accounts for about 80% of total sales so offering a high standard of customer service online was crucial for us. Respond.io helps us enhance our service quality across all support channels, from email and web chat to our customers’ favorite messaging apps. We appreciate its user-friendly automation and the ability to measure performance with a high level of granularity for the first time. This allows us to take concrete steps to improve our outcomes.” — Tetsu Ho, Technical Product Manager at Yoho Hong Kong. ![](https://images.ctfassets.net/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg) ### The Results With all conversations consolidated on respond.io, customer inquiries no longer go unnoticed. Separate Workspaces also allow Yoho to better manage its channels and monitor the performance of individual teams. Response times on messaging apps used to span 24 to 48 hours. First response times across all channels now average 5 hours and 43 minutes, approximately 84% faster than the former median response time of 36 hours. Meanwhile, automating its FAQs allows the support team to focus only on urgent or complex support issues. It now chalks an average resolution time of 11 hours, down from 16 hours. Quick and efficient customer service inspires customer loyalty and repeat service use. In the span of four months, Yoho has seen a 9% growth in members. Yoho is now looking into sending promotional broadcasts to customers and automating abandoned cart recoveries as the next steps in its respond.io journey. ## [iMotorbike Handles 2x More Leads with AI Agents on Respond.io](https:/respond.io/customers/imotorbike-handles-2x-more-leads-with-ai-agents-on-respond-io) iMotorbike is an online marketplace for buying and selling pre-owned motorbikes in Malaysia and Vietnam. The company also offers insurance renewals and express repair services, serving thousands of riders daily through digital channels. Managing multiple customer journeys across two countries posed significant operational complexity. ### The problem iMotorbike received high volumes of enquiries daily, more than its team could handle during business hours. Messages piled up across channels and it was difficult for agents to keep track of which customers had been attended to. Additionally, different enquiry types — buy, sell, insurance renewal and repairs — were mixed together, so leads often landed with the wrong team. Without intent-based routing, handoffs to the right team were slow, context was lost and qualified buyers or sellers often dropped off during the delays. iMotorbike needed a platform with advanced automation that could handle conversations at scale while keeping diverse customer journeys organized. ### The respond.io solution iMotorbike chose respond.io as the best solution to manage omnichannel conversations in a team inbox with automation. It quickly set up WhatsApp API and connected Facebook Messenger, Instagram and TikTok. However, due to the many possible customer journeys, it still struggled to stay on top of conversations with Workflows automation. It was respond.io’s AI Agent that was the true game changer for the business. #### Customize AI Agent templates for complex customer journeys Respond.io’s [AI Agents](https://respond.io/ai-agents) proved to be the perfect fit for iMotorbike’s needs. First, the business customized AI Agent templates for specific roles, for example, one AI Agent for buyers and another for sellers. Then, it added clear instructions in the prompt for each journey, defining context and configuring assignment to the right team. It also set up automatic [lifecycle updates](https://respond.io/help/workspace-settings/workspace-settings-lifecycle) to track which journey stages each customer was on for clear qualification and prioritization. #### Manage routine conversations and tasks with AI Agents With thorough training on the business’ [knowledge sources](https://respond.io/help/ai-agents/managing-ai-knowledge-sources), AI Agents now handle most day-to-day enquiries, including browsing for bikes, prices, showroom locations and loan details. It only routes sales-ready leads to the team, freeing them to focus on processing loans or confirming test rides. The AI Agents also close conversations automatically when leads have no more questions or the chat is resolved, keeping the shared inbox organized. This ensures no message goes unnoticed, no matter which channel it came from. #### Respond to higher volumes of messages faster With AI Agents responding instantly, iMotorbike’s team handles high volumes of enquiries with ease. In the past, agents struggled to keep up with 500-600 messages per day, but the business now receives and manages twice as many chats. Faster response times and accurate, contextual answers prevent customers from dropping off, leading to more satisfied customers and higher sales just one month after deploying the AI Agents. > “Setting up the AI Agent on respond.io was surprisingly easy thanks to the ready-made templates. The interface made it intuitive and easy to manage conversations, assign leads and update lifecycle stages. Within an hour, we deployed a working prototype that handled basic enquiries accurately.” > — Jay Ooi, Digital Marketing Manager, iMotorbike ![iMotorbike%20implemented%20AI%20Agents%20easily%20on%20respond.io%20to%20manage%20enquiries%20from%20WhatsApp%2C%20Facebook%20Messenger%2C%20TikTok%2C%20Instagram%20and%20web%20chat.%20AI%20Agents%20handle%2070-80%25%20of%20all%20chats%2C%20identify%20customer%20lifecycle%20stages%20to%20determine%20priority%20and%20route%20only%20serious%20buyers%20to%20the%20team.%20iMotorbike%20now%20handles%202x%20more%20leads%20and%20replies%2067%25%20faster%2C%20resulting%20in%20more%20sales%20within%20the%20first%20month%20of%20using%20respond.io%27s%20AI%20Agents.](https://images.ctfassets.net/ph8r57dk1q9w/6Tz5XKeTAW0wPlyp44wGjE/cfa5984d480e2ad0842579a4a32798e7/iMotobike_-_2.png) ### The results By implementing respond.io’s AI Agents, iMotorbike achieved greater efficiency across its customer operations. Response times are 67% faster, contact handling capacity doubled, and 70–80% of conversations are now managed instantly by AI. The company also observed a notable increase in sales within the first month of implementation, as customers are no longer kept waiting and receive replies while interest is high. With AI Agents simplifying communication and customer lifecycle management, iMotorbike has built a scalable, high-performance system ready to support continued growth in multiple markets. Want to achieve similar results for your business? [Contact us for a free consultation](https://respond.io/demo) or [try respond.io](https://app.respond.io/user/register) today! ## [Jagoan Hosting Increased a CSAT Score to 93% by Implementing Powerful Workflows ](https:/respond.io/customers/how-jagoan-hosting-raised-productivity-by-52-percent) Indonesian web hosting provider Jagoan Hosting, owned by IT company PT Beon Intermedia, provides domain registration, website creation, and cloud and web hosting services. It caters to small and medium enterprises (SMEs) around Southeast Asia. ### The Problem Most of Jagoan Hosting’s sales and customer service inquiries come in over web chat and WhatsApp, the [most popular messaging channel](https://respond.io/blog/top-messaging-apps#toc-mobile-8) in the region. However, its solutions provider supplied WhatsApp API access via a third party. It therefore couldn’t troubleshoot or provide support for issues encountered on the channel. Jagoan Hosting needed a reliable WhatsApp API provider and a messaging platform that could send and receive messages over WhatsApp. Ideally, the platform would support multiple channels so it could consolidate all its customer conversations in one place. ### The respond.io Solution After surveying several WhatsApp API providers, Jagoan Hosting found a promising omnichannel platform with powerful automation. It registered for a respond.io account and executed the following solutions. #### Messaging Channels and Relevant Teams were Centralized Jagoan Hosting has a strong presence on [Telegram,](https://respond.io/blog/telegram-for-business) [Facebook Messenger](https://respond.io/blog/facebook-business-chat) and [Instagram](https://respond.io/blog/instagram-business-chat), where it posts brand updates and relevant content. Its Telegram channel acts as a [community forum](https://respond.io/blog/telegram-groups) for members to share related interests and interact with each other. On respond.io’s advice, Jagoan Hosting switched [WhatsApp API](https://respond.io/blog/whatsapp-business-api) providers to receive the support it needs. Then, it connected its social media and instant messaging accounts to respond.io to direct all customer messages into a central inbox. Finally, it onboarded its social media, customer support and customer relationship teams onto respond.io. The teams now handle customer interactions across all channels from a single platform. #### Web Chat was Established for Sales and General Inquiries As prospective customers browse through Jagoan Hosting’s website to see if it meets their needs, the brand uses web chat to address inquiries they might have. It chose to host its web chat on respond.io instead of a separate provider so these inquiries would also flow into the shared inbox. The brand created a [web chat widget](https://help.respond.io/l/en/website-chat-widget/website-chat-widget-overview) on respond.io and added it to all its landing pages. Customers just click on the widget to talk to a “sales bestie”, or a customer support agent. #### Exclusive Channels were Designated for Member Support Jagoan Hosting automatically enrolls customers who sign up for its services in a members’ club. They enjoy exclusive privileges, including access to private support channels for 24/7 assistance from the customer relationship team. Members can log in to the website to access a private web chat or message “Jovita”, the brand’s WhatsApp support persona, for instant support. Offering members 24/7 help on their preferred channels ensures they feel special and well looked after. #### Automation was Implemented to Segment, Verify and Route Customers To relieve agents from performing repetitive tasks, Jagoan Hosting automated certain processes on respond.io. [Automated Workflows](https://help.respond.io/l/en/workflows/workflows-overview) categorize contacts according to their stage in the customer journey. It then [routes chats](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) accordingly to the right team and [assigns them](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to agents with the fewest open conversations for quick responses. A Workflow also verifies members’ identities before granting them access to the members-only WhatsApp channel. While the website login ensures only members can use the exclusive web chat, WhatsApp required a special verification method. Now, when a contact tries to chat with Jovita on WhatsApp, an [HTTP request](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-4) automatically validates their phone number in Jagoan Hosting’s internal database to confirm their membership status. Verified members are assigned to an agent while non-members receive an “access denied” message. #### Performance Metrics are Tracked and Exported for Analysis The respond.io [Reports Module](https://help.respond.io/l/en/support-use-case/reporting-for-support) monitors agents’ workload and performance metrics such as first response and resolution times in real time. It also tracks long-term conversation trends such as the busiest times for support in a day or week. However, Jagoan Hosting wanted to use its existing performance measuring system. It created a Workflow that automatically exports performance data on respond.io to its business intelligence tool for analysis. The brand also uses Workflows to send [customer satisfaction (CSAT) surveys](https://respond.io/blog/csat-customer-satisfaction-score) and exports the results to [Google Sheets](https://help.respond.io/l/en/workflows/workflow-steps#step_add_google_sheets_row) for tabulation. This offers valuable insights into the customer experience and pinpoints areas of improvement to increase customer loyalty and advocacy. > “The flexibility of respond.io’s solutions allow us to customize the platform’s use for our specific needs. I really like the ability to request and upvote desired features. It shows that respond.io wants to understand users’ real-world needs and charts its path forward according to genuine feedback. I’ve recommended the platform to friends and peers, which is high praise indeed.” — Andy Novianto, Operational Manager at PT Beon Intermedia ‍ ![](https://images.ctfassets.net/ph8r57dk1q9w/3zB2NIhahnzoeyEMCmTJhc/087533cf57fd8d78f4751780f4de3e33/assets_2F11f7a662b80a4675973850b067c01fa5_2Fe2a709d13dc143fd942a759d1bfd5733) ### The Results Since it subscribed to respond.io and switched WhatsApp API providers, Jagoan Hosting has encountered a few technical issues on WhatsApp and other channels. It credits this to the stability of the messaging platform and the support it receives from respond.io’s Customer Success team. As a result, agents are 52% more productive and can handle a higher volume of conversations than before. This allows the brand to focus on growing its customer base and providing exceptional service to members. Leveraging automation and making strategic decisions based on available data and insights has led to improvements such as a 20% reduction in wait time for service. Prompt attention from agents and efficient resolutions are clearly pleasing customers. Jagoan Hosting now averages an impressive 93% in CSAT scores. ## [JU Productions Chose Respond.io Over Manychat for 718% More WhatsApp Sales](https:/respond.io/customers/ju-productions-chose-respond-io-over-manychat) [JU Productions](https://ju.productions/) is a Singapore-based business that provides professional product photography and digital marketing services. Its flagship offering, the [Scheduled Lookbook™](https://ju.productions/services/media-production/by-service/scheduled-lookbook), is a shared economy product photography model where multiple brands join a single professional photoshoot session with models. ### The problem JU Productions relied on the WhatsApp Business App to engage leads and clients, but the platform quickly proved too limited. It lacked automation, making it difficult to manage conversations at scale or follow up with leads efficiently. Many leads opted out when they received promotional messages for photoshoot sessions as they didn’t fully understand what was on offer and didn’t hear back from the company quickly. The business was running [click-to-WhatsApp ads](https://respond.io/blog/click-to-chat-ads) on Facebook and Instagram but lacked visibility into campaign performance. That made it challenging to optimize ads for conversions, which led to wasted ad spend. The company also struggled with spam and inappropriate messages. Ads showcasing their portfolio of professional model shoots often attracted irrelevant inquiries, forcing sales staff to spend time filtering out bad leads while being exposed to offensive content. When considering an upgrade, the team trialed both [ManyChat](https://respond.io/blog/manychat-alternative) and respond.io. While ManyChat was strong in automating replies to social post comments, it fell short in areas JU Productions considered critical. ManyChat’s automation focused mainly on keywords and posts rather than providing full end-to-end workflows for lead qualification, routing and segmentation. Difficulty assigning conversations hindered team collaboration, and reporting gaps made it hard to track response times and measure team performance. ### The respond.io solution The business decided on respond.io as the best WhatsApp API provider to scale its marketing efforts and get more sign ups for its photoshoot sessions. Respond.io enabled it to optimize ads, send [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) in higher volumes along with quick follow-ups, and filter spam to protect staff from offensive content. #### Optimize ads with CAPI JU Productions connected WhatsApp API to respond.io to handle all conversations in a team inbox. This allowed it to see which Meta ads were driving enquiries and enabled agents to give contextual replies for faster conversions. The business then set up [Meta Conversions API (CAPI)](https://respond.io/help/workflows/step-send-conversions-api-event) to send conversion events, such as Scheduled Lookbook™ session bookings, back to Meta. This helped Meta improve its ad targeting by learning which types of users were likely to convert, leading to higher-quality leads and better ad performance. #### Automate broadcasts and workflows The company sends WhatsApp broadcasts twice a month to inform leads about the upcoming Scheduled Lookbook™ calendar. Before using respond.io, this was a manual process as broadcast lists are limited on the WhatsApp Business App. Lack of follow-up led many potential customers to drop off. Now with respond.io, JU Productions schedules broadcasts in higher volumes and handles follow-ups with an automated workflow. If [prospects indicate they want to opt-out](https://respond.io/blog/whatsapp-opt-in) after receiving the broadcast, they receive one follow-up message letting them know what they’ll be missing out on and asking them to confirm if they’re sure they want to opt-out. Taking advantage of FOMO (fear of missing out) has been amazingly effective and led to a dramatic reduction in opt-outs. After these leads indicate they’re still interested, they automatically receive an explainer deck and are instantly routed to a sales rep for a personalized follow-up. This approach boosted sales from WhatsApp marketing messages by an incredible 718% compared to the Business App, while eliminating the manual effort of contacting each potential client one by one. #### Filter spam with AI agents To reduce spam, the business began to [qualify leads with respond.io’s AI agents](https://respond.io/help/ai-agents/getting-started-with-ai-agents). An AI agent collects information such as brand name and service interest to filter out irrelevant contacts and route only high-intent customers to the team. This eliminated the need for staff to engage with inappropriate messages directly. Spam conversations are reviewed just once a day before being blocked, protecting employees while reducing operational overhead. And without the need to deal with spam, analytics showed improvement in response and resolution times for real customers > “We’re grateful to have chosen respond.io — the platform has been a huge part of our growth, and the team consistently rolls out new features and resolves issues quickly, which gives us confidence we made the right decision.” > — **Jefferson Liew, CEO, JU Productions** ![Image%20of%20photographers%20preparing%20for%20a%20product%20photoshoot%20which%20JU%20Productions%20promotes%20via%20WhatsApp%20API%20and%20automation%20powered%20by%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/bcehc0ibwe3Op0gxYsdyb/2765cd06e687c97b81d79454204089d3/JU_productions_-_2.jpg) ### The results By using WhatsApp API with respond.io, JU Productions has transformed the way it engages leads and customers. The integration with Meta’s CAPI allowed the company to optimize advertising spend with real conversion data, resulting in a **47.2% lower cost per qualified lead**. Automated broadcasts and workflows around the Scheduled Lookbook™ not only eliminated manual follow-ups but also dramatically improved campaign performance. **Opt-outs dropped by 98%** thanks to the confirmation workflows, while **sales from WhatsApp marketing messages soared by 718%** compared to the Business App. Finally, spam filtering workflows ensured that employees were no longer exposed to irrelevant or offensive messages. This not only safeguarded staff but also reduced operational overhead, as spam is now filtered automatically and reviewed in bulk only once per day. With respond.io powering its WhatsApp communications, JU Productions has achieved scalable, efficient sales and marketing operations while protecting its team and driving sustainable growth. ## [My Dream Travel & Tours Increases Leads 30% with WhatsApp Calls](https:/respond.io/customers/my-dream-travel-increases-leads-with-whatsapp-calls) My Dream Travel & Tours is a travel agency with offices in Canada and India that helps customers book flights, holiday packages and visa services, with a strong focus on delivering fast, personalized service. From discounted air tickets to complete document support, the business caters to travelers looking for a smooth and stress-free booking experience. Being available via call makes it easier for the agency to provide the high-quality service customers expect. ### The problem: Siloed chat and calls slowed down customer engagement My Dream Travel & Tours used WhatsApp chat as the primary channel to engage with leads from its website and social media pages. However, chat alone wasn’t always enough to move customers smoothly through the booking journey. Certain steps like clarifying travel details, discussing visa options or confirming documents were better handled over a call. Unfortunately, switching between chat and voice calls introduced friction. Agents had to initiate a call from a landline and then return to the chat for document sharing. Conversations felt disjointed and customers sometimes dropped off before completing their bookings. On the flip side, some customers preferred to start the conversation with a call, but this required manual data entry and possible missed data if the conversation had to be moved to chat or email for document sharing. The sales team needed a way to bring chat and calls into one platform to provide a smooth customer experience from first contact to closed booking. ### The respond.io solution My Dream Travel & Tours began using respond.io in 2023 to manage conversations on WhatsApp, Facebook, Instagram and email in a single inbox. When respond.io became one of the first [WhatsApp Business Solution Providers](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider) to offer early access to [WhatsApp Business Calling API](https://respond.io/blog/whatsapp-business-calling-api), the business was eager to implement it to boost customer engagement, move leads through the funnel faster and unite chat and calls in a single inbox for a full view of the customer. #### Engage leads and reduce drop-offs with seamless call option With WhatsApp Calling enabled via respond.io, customers now had the option to call or message the business via a single WhatsApp number. Not only did this make it easy for interested leads to reach out instantly, it also reduced booking complexity. Customers could switch from chat to call mid-conversation for more complex discussions, such as choosing flight itineraries or verifying document requirements. The ability to choose when and how to interact, such replying when they were available over chat or initiating a call to sort out something immediately, encouraged more customers to complete booking processes. #### Gain full context to personalize the customer experience Since every interaction is captured in a single WhatsApp thread, agents gain full visibility into the customer journey, including past messages, internal notes and call summaries. When customers return with follow-up questions or new requests, agents can quickly pick up where they left off, providing a more coherent and personalized experience. The unified conversation history reduces repetition, builds customer trust and supports a higher standard of service across the sales process. #### Speed up sales cycles by centralizing chat and calls in one inbox Travel agents can now manage chats, calls, customer details and documents within the respond.io platform. During a call, they can send booking confirmations, boarding passes or invoices in real time via chat. With the streamlined process, agent response times to leads have reduced and handoffs between chat and call cause no [friction to the customer](https://respond.io/blog/frictionless-customer-experience). This has shortened the sales cycle significantly, and now the process from first contact to booking can often be handled in a single conversation. > "Managing sales across chats and landline calls used to be messy. Now, with WhatsApp Calls, we handle the entire booking in one conversation — from inquiry to call to document sharing. Many of our customers also prefer calling us directly on WhatsApp — it’s easy, familiar, and keeps everything in one place for them." - *Manpreet Grewal, Manager of My Dream Travel & Tours* ![A%20woman%20smiling%20by%20an%20airplane%20window](https://images.ctfassets.net/ph8r57dk1q9w/JV17CrAu637nk8mMaNoZs/dca43fe1f227e85e3a72d4b87c90395e/My_Dream_Travel___Tours_-_2.jpg) ### The results Since adopting WhatsApp Calling with respond.io, My Dream Travel & Tours has seen a significant improvement in both engagement and conversions with the ability to escalate from chat to voice without changing platforms. Since the company can now handle conversations more efficiently, it has **doubled its chat volume**. Additionally, the company has recorded a **30% increase in new leads** since contacts who prefer to get in touch via a call now have this option. Now, around **10% of customers use WhatsApp Calls during their booking journey**, which has helped agents finalize more deals with ease. Real-time voice communication has helped establish trust, answer questions promptly, and close bookings faster—transforming WhatsApp into a true end-to-end sales channel. Want to try WhatsApp Business Calling API for your business to achieve similar success? [Contact us for a free consultation](https://respond.io/demo) today. ## [noonmar Increases New Customers by 40% in One Month](https:/respond.io/customers/noonmar-increases-new-customers) **noonmar**, a global e-commerce marketplace known for authentic Turkish goods, started with sweets and quickly expanded into health and beauty products, jewelry and accessories, and home décor. With a growing international customer base, quick and seamless communication across multiple messaging channels is key to its success. ### The problem: Lack of visibility for performance optimization noonmar has an extensive social media presence on Facebook, Instagram and TikTok, and attracts customers through ads on these channels. The business subscribed to respond.io to unite all of these channels into a single inbox so agents could respond more efficiently and sell faster. While this helped, the business was concerned about the effectiveness of its marketing and sales efforts as a whole. It wanted greater visibility into ad performance and a deeper understanding of the customer journey, so that it could optimize its marketing strategy and move customers through the funnel faster. The business also required understanding into the return on investment (ROI) of its efforts including spending on ads, a CRM and its respond.io subscription. ### The respond.io solution noonmar had trusted respond.io to manage conversations from multiple channels in one inbox for several months, but needed to confirm the value of its investment. With assistance from our customer success specialists, the company implemented Meta’s Conversion API (CAPI) and respond.io’s lifecycle tracking to improve ad performance, attract more leads, optimize the customer experience and increase sales. #### Track and optimize ad performance with CAPI and TikTok Lower Funnel Events noonmar runs [click to chat ads](https://respond.io/blog/click-to-chat-ads) on Facebook, Instagram and TikTok that drive conversations to WhatsApp. While they saw a high volume of chats, they couldn’t determine how many actually led to purchases. By integrating [Meta’s CAPI with respond.io](https://respond.io/help/workflows/step-send-conversions-api-event), noonmar started sending conversion events—such as add-to-cart or completed purchase—back to Meta. This helped Meta improve its ad targeting by learning which types of users were likely to convert, leading to higher-quality leads and better ad performance. [Respond.io](https://Respond.io)’s [TikTok Lower Funnel Events Workflow](https://help.respond.io/l/en/workflows/step-send-tiktok-lower-funnel-event) serves a similar purpose, sending conversion data to TikTok to improve targeting and ad performance. This also gave noonmar clear visibility into which TikTok ads were driving sales. #### Streamline the customer journey with lifecycle tracking To move leads through the funnel faster, noonmar implemented customer [lifecycle tracking](https://respond.io/help/workflows/step-update-lifecycle) on respond.io. This feature gives agents immediate context about where a contact is in the buying journey, whether they’re a new lead, a returning buyer or somewhere in between. Custom lifecycle stages guide agents on what action to take next. For example, new leads need quick responses to stay engaged, while returning customers may be ready to purchase again. This structure allows agents to personalize conversations and close deals more efficiently. #### Use respond.io’s analytics for smart segmentation and retargeting noonmar uses [respond.io’s analytics](https://respond.io/help/dashboard-reporting/reports-lifecycle) as a powerful tool for smart segmentation and customer reactivation, especially when there's a need to boost sales and hit monthly targets. It’s able to quickly identify and reengage previous customers with highly personalized offers that drive repeat purchases or even upsells. Through such tailored communication, noonmar is able to increase return on ad spend (ROAS) steadily, not by increasing ad spend but by reclaiming potential revenue lost in underperforming ad campaigns. > "Before respond.io, we struggled to understand the true impact of our ads. Implementing Meta’s Conversion API and lifecycle tracking gave us clear visibility into performance and customer journeys. This insight helped us optimize our marketing spend and increase conversions by 20%. Respond.io is now a vital part of our growth strategy." - Lulia Alsayyed, Marketing Manager of noonmar ![decorative%20image%20of%20colorful%20lanterns](https://images.ctfassets.net/ph8r57dk1q9w/6rh9MkFgfV5Zp8u9slm1R8/d1b77029b6ae4540b1994b70657fbfc3/Noonmar_-_2.jpg) ### The results Customer lifecycle insights have helped the business prioritize leads effectively, shortening its sales cycle and getting more contacts to complete a purchase. Since implementing lifecycle tracking, the **conversion rate has risen by 20%**. While the business initially saw respond.io as a costly tool, they’ve now seen the full ROI it can offer and view it as an essential part of the marketing and sales process. By optimizing its click to chat Meta ads via CAPI, noonmar has seen a **40% increase in new customers**. Thanks to better targeting, the leads it attracts are more likely to buy. The number of leads has also **increased by 10%** as the business has a greater understand of which ads motivate conversations. Want to gain the same results for your business? [Contact us for a free consultation](https://respond.io/demo) today. ## [Only Tourism Automates 80% of Visa Inquiries with Respond.io’s AI Agent](https:/respond.io/customers/only-tourism-automates-80-percent-visa-inquiries-with-ai-agents) Only Tourism is a Dubai-based travel services provider simplifying global travel for customers across the UAE and international destinations. Its services include visa processing, tours and holiday packages to Sri Lanka, Georgia, Azerbaijan, Armenia and the Philippines. Known especially for its expertise in handling visas, the business receives frequent inquiries over WhatsApp. ### The problem: Agents overwhelmed with repetitive processes As Only Tourism expanded its customer base, conversation volumes grew rapidly. The business relied heavily on WhatsApp to manage inquiries, but manually replying to every message became unsustainable. Agents were spending hours repeating information about visa requirements, pricing, and application statuses. Response times slowed, which caused leads to drop off and seek answers elsewhere. To improve efficiency, Only Tourism subscribed to respond.io to manage all conversations in a single inbox. In the meantime, it also experimented with Intercom’s AI Agent, Fin, to test the best solution for scaling conversations. However, Intercom’s solution was extremely expensive, and offered less personalized customer support. ### The respond.io solution When respond.io’s customer team understood Only Tourism’s challenges, they stepped in to work out a solution. Customer Success Manager Joshua Loo demonstrated that respond.io could deliver the same automation capabilities as Intercom at a far lower cost. Additionally, the team offered guidance on how to achieve [Meta’s verified blue tick](https://respond.io/blog/whatsapp-blue-tick), further solidifying Only Tourism’s confidence in the platform. The customer success team worked closely with Only Tourism to deploy a customized [AI agent](https://respond.io/ai-agents) that could handle the complexity of visa inquiries, provide 24/7 coverage, and deliver consistent, professional responses. #### Customized AI Agent setup for accuracy and reliability Respond.io’s customer success team conducted a dedicated [AI Agent](https://respond.io/ai-agents) setup session to ensure the AI Agent responded in Only Tourism’s brand tone, with clear guardrails in place for precision and reliability. Another key step was [optimizing the company’s knowledge sources for AI](https://respond.io/help/convert-leads/how-to-write-effective-ai-knowledge-sources), so that the AI agent could accurately retrieve and deliver detailed visa information without human intervention. The [AI Agents can be set up for specific roles](https://respond.io/help/ai-agents/getting-started-with-ai-agents) with templates and then further customized. They learn from a business’s knowledge sources, which can include PDFs or web content. Once AI Agents are trained on the knowledge sources, they should be fully equipped to answer inquiries related to their roles, but it’s important to set guidelines and test the agents before deploying. #### Integration with APIs for visa application processing It was important that the AI Agent could not only answer new leads asking about visa requirements, but also manage follow-ups from customers who had already applied. For that, the AI Agent needed access to real-time visa application data. Using [APIs](https://respond.io/help/integrations/developer-api), Only Tourism set up an integration to enable the AI Agent to retrieve visa application statuses using the applicant’s ID number. #### Eliminate weekend chat backlog with 24/7 instant replies When human agents were handling conversations manually, it was difficult to keep up with inquiries that came in overnight or on weekends. This meant agents came into work with a large backlog, and customers were kept waiting. To reduce pressure on human agents, the AI agent was configured to manage all incoming conversations during off-hours. This provided immediate, structured responses 24/7, ensuring customers received the same high level of service regardless of time or day. > “With respond.io’s AI Agent managing 80% of our visa inquiries, we handle twice as many conversations while keeping customers satisfied with prompt, accurate answers. Since our team no longer faces an endless backlog of routine inquiries, they can focus on providing quality support for more complex cases.” > — Adam Xaniar, CEO of Only Tourism ![Image%20of%20couple%20sitting%20on%20a%20beach%20after%20they%27ve%20booked%20a%20trip%20through%20Only%20Tourism](https://images.ctfassets.net/ph8r57dk1q9w/2ToiMuuGkm7R6vY7Pq3eL7/f2c6934e1747679b0641d800ef733c8d/Only_Tourism_-_2.jpg) ### The results Since enabling its new AI Agent, Only Tourism has seen rapid growth along with dramatic improvements in operational efficiency. The businesses now processes **6x more monthly leads** than in the past as it now has the capacity to handle them and leads no longer drop off. The AI Agent handles **2x more conversations per day** than agents could respond to manually, and automates **80% of visa-related inquiries**. Agents have reclaimed hours previously spent on repetitive questions and can now concentrate on higher-value conversations, such as complex travel packages and customer retention efforts. With fewer manual tasks, faster response times, and a scalable AI system in place, Only Tourism is better positioned to handle increasing demand and maintain round-the-clock service quality. Want to achieve similar results for your business? [Contact us for a free consultation](https://respond.io/demo) today! ## [ParcelDaily Boosts Ad Conversions by 60% with Meta’s CAPI + Respond.io](https:/respond.io/customers/parcel-daily-boosts-conversions-60-percent) [ParcelDaily](https://parceldaily.com/) is a courier service serving e-commerce businesses, offices and individuals across Malaysia. With over **10,000 active users each month** communicating over WhatsApp, Facebook Messenger, Instagram and TikTok, the business depends on fast, consistent replies to keep deliveries moving and customers informed. ### The problem: Lack of visibility and control over performance Managing such a high volume of conversations across channels was a challenge. Marketing, sales and support were siloed, making it difficult to maintain consistent visibility, handovers and response standards. The business was also running Meta and TikTok ads, but struggled to keep up with replies and sort out high quality leads from spam. Customer communication was chaos, with no clear visibility into what was working and what wasn’t. While ParcelDaily was connected to [WhatsApp API](https://respond.io/blog/whatsapp-business-api) through respond.io, it mainly used the platform to send broadcasts and notifications, while still maintaining multiple WhatsApp Business numbers for different teams. It was considering dropping WhatsApp API altogether and simply using the WhatsApp Business App because it couldn’t see any value to the API beyond broadcasts. It took a conversation with respond.io Customer Success Manager Joshua Loo to help the business understand that it already had the solution to its communication challenges. All it needed was the right strategy and setup. ### The respond.io solution Joshua led the ParcelDaily team through a tailored program to get them on the right track with Workflows automation. The team focused on two priorities: fixing operational silos inside the inbox and improving lead quality before conversations ever reached agents. #### Eliminate channel and team silos for a smooth customer journey The first issue wasn’t volume—it was fragmentation. With multiple numbers and teams operating separately, ParcelDaily couldn’t run a consistent process across channels, and it was hard to ensure leads and customers reached the right people at the right time. It set up [Workflows automation](https://respond.io/blog/whatsapp-automation) to standardize routing and collaboration so marketing, sales and support could work from a single system without losing ownership. Instead of treating WhatsApp solely as a broadcast pipe, ParcelDaily began to use automation to route conversations to the right place, so agents weren’t guessing, and customers weren’t bouncing between teams. #### Reduce spam and improve ad lead quality with Meta Conversion API and TikTok Lower Funnel Events For businesses like ParcelDaily that are getting started with Meta and TikTok ads, spam is inevitable. Targeting is never precise enough and low quality leads quickly pile up. Here’s the fix: teach ad platforms what a quality lead looks like so fewer low-intent contacts enter the inbox. ParcelDaily integrated [Meta’s Conversion API](https://respond.io/help/workflows/step-send-conversions-api-event#what-is-conversions-api-capi-and-why-use-it) and [TikTok Lower Funnel Events](https://respond.io/help/workflows/step-send-tiktok-lower-funnel-event#step-send-tiktok-lower-funnel-event) with respond.io. This lets Meta or TikTok know when a lead has booked a delivery. Ads are then automatically optimized so similar people will see them. That means more conversions and less spam. As lead quality increased with better ad targeting, agents spent less time filtering junk and more time engaging real customers, while ad spend became more efficient because optimization was based on actual revenue impact, not just engagement like clicks or form fills. #### Improve response times with AI Agents Once the business had a cleaner lead stream and straightforward routing, ParcelDaily added [AI Agents](https://respond.io/ai-agents) to handle information collection early in the conversation. Instead of agents spending the first minutes asking repetitive questions, AI Agents captured customer details upfront and ensured conversations were ready for faster human follow-up. This reduced friction for customers and helped the team respond more quickly during peak periods, without adding headcount or sacrificing consistency. > “We were generating a lot of conversations, but too many were low quality and slowed our team down. After we connected Meta’s CAPI and TikTok lower funnel events with respond.io, the ad platforms started optimizing for leads that actually book deliveries. We saw less spam, faster replies, and 60% more conversions.” > Lai Khai Rong, Chief Executive Officer, ParcelDaily ![image%20of%20a%20woman%20taking%20a%20parcel%20from%20a%20courier%2C%20delivered%20by%20ParcelDaily%2C%20which%20uses%20respond.io%20to%20manage%20its%20customer%20communications](https://images.ctfassets.net/ph8r57dk1q9w/5UbMiRwhAmzcovfHDpwxzv/16c2145cf9055b687e38b74258ae6aa9/Parcel_Daily_-_2.jpg) ### The results With Workflows automation unifying how conversations were handled and conversion signals feeding back into Meta and TikTok, Parcel Daily shifted from reacting to proactively managing its instant messaging strategy. Rather than serving as a simple notification tool, WhatsApp API with respond.io became a growth engine for the business. Meta’s Conversion API helped it achieve a **60% increase in conversion rate**, while **Facebook and TikTok leads grew by 35%** as ad campaign optimization improved. Just as importantly, lead quality improved in a measurable way: **cost per lead from Meta Ads decreased by 10%**, driven by conversion-based optimization through CAPI and TikTok lower-funnel events. On the operational side, AI Agents helped the team **improve response times** by collecting customer information automatically, allowing agents to focus on high-intent conversations and active customer needs. Want to achieve similar results for your business? [Contact us for a free consultation](https://respond.io/demo) today! ## [Pinnacle Contact Center Recruits 112 Candidates Daily, Thanks To Chat Routing and Assignment Automation](https:/respond.io/customers/how-pinnacle-contact-center-recruits-112-candidates-every-day-over-whatsapp) Pinnacle Contact Centre is the support center for Beansh, a recruitment agency based in Kuala Lumpur. Beansh focuses on mass recruiting rank-and-file employees to middle management for various industries, including contact centers and shared services. Meanwhile, Pinnacle is responsible for appraising all applicants and convincing qualified candidates to sign on with its clients. ### The Problem Pinnacle had 6 WhatsApp Business App accounts but limited user access on each account meant only a few agents could be online at a time. Pinnacle wanted to expand multiuser access on WhatsApp, streamline all candidate conversations on one platform for visibility and monitor agents who are working remotely in real time. ### The Respond.io Solution In its search for a suitable business messaging platform, Pinnacle came across respond.io. It worked with a Customer Success Manager on the following solutions. #### All Agents and Conversations were Gathered in One Place Pinnacle had divided its clients among 6 [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) accounts for easy organization. Recruitment ads display the relevant phone number for each client. While some candidates called these numbers to set up interviews, over 85% of them chose to message agents over WhatsApp. Pinnacle hired multiple agents to handle the high volume of daily candidate conversations. However, only a few agents could use the app at a time, which hindered business growth. With respond.io, Pinnacle organized its clients into four [Workspaces](https://help.respond.io/l/en/organization-settings/workspaces). It then upgraded all WhatsApp accounts to [WhatsApp API](https://respond.io/blog/whatsapp-business-api) and connected each WhatsApp number to the relevant Workspace for [multiuser functionality](https://respond.io/blog/whatsapp-business-multiple-users) on the channel. Pinnacle can now schedule as many agents as necessary to handle all conversations from one platform. #### Automated Chat Routing and Assignment were Implemented Since WhatsApp Business App doesn’t have a method to route conversations, candidates had to specify which client they were applying for a job with at the start of a chat. The agent would start the qualification process in place for that client. Respond.io’s [Workflows](https://respond.io/blog/inbound-conversations) automation allows Pinnacle to treat the platform like an automatic call distributor system for quicker processing. A Workflow [routes](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) candidates directly to the right team and uses a round-robin assignment strategy to [assign](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) candidates to an available agent. If no agent is available, an [automated away message](https://respond.io/blog/away-message-for-business) sets response time expectations. #### A Single Reference Point for All Information was Created Agents were initially working on their personal phones. As Pinnacle provides real-time hiring updates to clients throughout the day, managers called agents several times a day for progress reports and filled in data like the number of applications or successful hires in Google Sheets. Using respond.io immediately improved the efficiency of Pinnacle’s progress reports. At a glance, managers can see how many candidates agents are talking to, while [a tagging system](https://help.respond.io/l/en/contacts/contact-details#tags) identifies successful hires and their clients. #### Live Supervision and Performance Tracking was Enabled As Pinnacle is responsible for urgent and mass hiring, speed is crucial. Hybrid working arrangements also mean agents sometimes work remotely or offsite. When they were using their personal phones to talk to candidates, managers had no visibility into these conversations. Now, managers use a combination of live supervision and random checks to monitor agents. In addition to acquiring metrics such as first response and resolution times, they can also perform qualitative conversation audits to see how agents are filtering and placing candidates. The ability to zoom into and dissect conversations is especially useful when there are abnormal results or agents are not hitting their KPIs. > “We are constantly on the road and respond.io allows us to check the real state of the nation from anywhere, anytime, especially with its mobile app. In one screen, I can see who’s productive and who isn’t performing to expectations. The platform is relatively easy to learn and agents are able to pick it up with minimal training. This is definitely a tool we see ourselves using in the long run.” — Ramesh Singh, CEO of Pinnacle Contact Centre ![](https://images.ctfassets.net/ph8r57dk1q9w/4UZ5VCUUec53iXskgXjGQi/35dc22065cf8573e8d17ff474a3a0881/66cc2ce1ae967dfb11110656_CaseStudies-PinnacleImage03_d16264355d091df6c8619312d9589c00_800.jpeg) ### The Results Consolidating all agents, candidates and conversations on one platform gives managers a 360° view of real-time events. From having zero insights into response and resolution times, Pinnacle now averages 1 hour in first response times (down from 2 hours and 29 minutes when they started tracking). Agents are also able to resolve hiring conversations within 46 minutes, a 20% improvement from its original times. Being able to view these metrics has also allowed Pinnacle to set KPIs. Its 14 agents each have to successfully hire 8 candidates per day day, which translates to 112 successful hires across the company every day. Its success on WhatsApp encouraged Pinnacle to expand its channels of communication. It recently connected Facebook and Telegram to respond.io. ## [Praga Medica Recovers 70% More Global Leads with WhatsApp + respond.io](https:/respond.io/customers/praga-medica-recovers-70-percent-more-leads) Praga Medica is a [Prague‑based medical tourism facilitator](https://www.pragamedica.com/) that organizes vision‑correction, plastic‑surgery, dentistry and other procedures for international patients. Its team of consultants advise potential patients on treatments and arrange to meet them on arrival. WhatsApp has proven to be a crucial channel for smooth global communication. ### The problem In the past, Praga Medica primarily did business over email. Leads would express interest via a contact form on the website and consultants would send all brochures and documents in an email. The consultants preferred this method as contacts who went to the trouble to communicate via email tended to be genuine leads. However, this also meant missed opportunities as the manual process made it difficult for potential customers to get a timely response. David Fiala, the co-founder and managing director, saw webchat as an option to streamline engagement and adopted this as a channel using another solution, Chatra, in 2018. However, the consultants considered webchat a waste of time as they received high volumes of spam and low quality leads. As consultants deprioritized this channel, genuine leads dropped off when they did not receive a timely response, and there was no way to track or reengage them. Fiala then observed that other businesses were using WhatsApp to chat with leads and customers. When leads contact them through WhatsApp, their phone numbers are instantly captured, so it’s easy to get back in touch with them. At first, Praga Medica implemented the WhatsApp Business App, but with consultants using individual WhatsApp accounts, it was a challenge to delegate leads and track response times. WhatsApp was also incompatible with Chatra, so it could not be integrated into webchat. Manual entry of lead data in their CRM was another challenge. With email and Chatra, consultants spent valuable time consolidating information from email and webchat to update the CRM. ### The respond.io solution Fiala understood that WhatsApp API would help solve the problem of uniting WhatsApp conversations in a single inbox for management and tracking. He looked for a WhatsApp API solution that would integrate with their CRM and chose respond.io because it met all the business’s requirements. #### Capture lead contact data with every chat With webchat, there was no way to capture a lead’s contact data other than asking for a phone number or email. If a consultant didn’t engage with the lead immediately, the lead would drop off and the business couldn’t contact them again. Praga Medica connected respond.io to [WhatsApp API](https://respond.io/blog/whatsapp-business-api) and began using WhatsApp as the primary contact channel, installing a [WhatsApp webchat widget](https://respond.io/blog/whatsapp-webchat). Praga Medica uses an industry-specific CRM, so not every platform can easily integrate with it. With respond.io, the business was able to use webhooks and HTTP requests to sync data seamlessly. When a lead comes in through WhatsApp, their phone number is saved in respond.io and sent to the CRM, so consultants can follow up easily. The business also connected webchat to respond.io, and while it’s still necessary to ask for contact details, automation workflows now do this if a consultant is unavailable. > “*With Chatra, live chat was a side channel nobody loved. With respond.io, everything is centralized around WhatsApp, and consultants finally care about it.*” \- David Fiala, Co-founder of Praga Medica #### Reduce spam by using AI to collect information and qualify leads Consultants were reluctant to use webchat as a channel because of the high volume of spam that came in. Rather than providing advice to genuine patients, they were wasting valuable time answering inquiries that went nowhere. Praga Medica set up an AI Agent in respond.io to [collect information from all contacts](https://respond.io/help/convert-leads/how-to-automate-contact-information-collection-with-ai) and filter out spam. Only qualified leads will be routed to a human agent. Now, consultants understand the value of chat as conversations coming in from WhatsApp are turning into paying customers. #### Convert more leads by responding faster The AI Agent workflows have also helped convert potential patients faster by [delivering instant replies to incoming inquiries](https://respond.io/blog/whatsapp-automation#toc-5), even outside of working hours as their global customers are in different time zones. This ensures that leads are engaged the moment they reach out, increasing the likelihood they stay in the funnel. > *“With Respond AI handling routine questions, and WhatsApp giving us direct access to phone numbers, everything clicked—our consultants could focus on high-quality leads that were far more likely to convert into paying customers.” -* David Fiala ![Image%20of%20doctor%20speaking%20with%20a%20patient](https://images.ctfassets.net/ph8r57dk1q9w/5o1JPsnsM4JGjQ9qMqHM0j/6ee92d4f9b9ba7442dc70592dde6ef4c/Pragamedica_-_2.jpg) ### The results By switching from webchat to WhatsApp and unifying all conversations on respond.io, Praga Medica captured **70% more lead contact data**, making it easier to follow up and convert prospects. Respond.io’s AI-powered workflows also helped them **filter out 97% of spam**, allowing consultants to spend their time with real customers instead of irrelevant messages. Most impressively, the business achieved a **50% reduction in first response times**, resulting in faster lead engagement and improved chances of conversion. With consultants now fully onboarded and trained to use respond.io, Praga Medica has a streamlined communication process that supports long-term growth. Want to achieve similar results for your business? [Contact us for a free consultation](https://respond.io/demo) today! ## [SchuVar Tours Shortens Sales Cycle by 60% Across 8 Branches](https:/respond.io/customers/schuvar-tours-shortens-sales-cycle) SchuVar Tours is a wholesale travel agency with eight branches across Nicaragua, offering local and international travel services. Its skilled team of agents guide clients through every step to book their perfect vacation. Their mission: To design dream trips and become the leading travel agency in and beyond Nicaragua through trust, innovation, and top-tier service. ### The problem SchuVar Tours had all the ingredients for success—a massive Facebook following of over 100,000, compelling Meta ads, and a clear call to action: *Message us on WhatsApp to book your trip.* Leads flowed in steadily, curious travelers eager to discover their next getaway. But without a lead management system in place, the business struggled to engage leads while interest was high. With agents spread out across branches and handling multiple channels, leads often went overlooked or were left hanging for hours or days. There was no clear assignment process, so agents simply had to pick up the leads that they saw. This meant missed opportunities as prospects who received slow replies or none at all went elsewhere. The business wanted to close more deals, faster, while keeping agents aligned on priorities and evenly distributing the workload. ### The respond.io solution SchuVar Tours decided to try respond.io as a way to bring conversations from multiple channels into a single inbox, improve lead follow-ups and turn leads into paid bookings. It connected all its channels, including [WhatsApp API](https://respond.io/blog/whatsapp-business-api), Facebook Messenger, Instagram, Telegram, email and webchat to respond.io to get all contacts and conversations in one place. By leveraging automation, it streamlined the entire customer journey and increased conversions. Here’s how they did it. #### Collaborate more effectively with a team inbox First of all, uniting agents across branches and channels into a [single team inbox](https://respond.io/blog/whatsapp-team-inbox) with respond.io made it easier to organize customer communication. There was no need for agents to juggle multiple apps or wonder who was handling what conversation. Internal comments also helped agents stay aligned on context when handing over a conversation or if they need to ask advice from a supervisor. #### Streamline the booking process with automated replies To ensure leads aren’t kept waiting and to speed up the booking process, SchuVar Tours set up [automated responses](https://respond.io/blog/whatsapp-automation) with respond.io’s Workflows. The auto replies collect basic information about the lead’s interests and inform them about agent availability, saving agents time and managing customer expectations. #### Auto-assign conversations to agents for faster service After gathering information, the lead is then automatically assigned to the next available agent. The business uses a round-robin format to assign customers to available agents in turn so the workload is evenly distributed. With this system in place, agents can respond promptly and focus on closing deals. #### Scale meta click to chat ads to increase new leads With more efficient processes in place, SchuVar Tours had the capacity to handle more leads, so it ramped up its advertising, tripling the number of leads it receives via paid ads. Respond.io integrates with Meta [click to chat ads](https://respond.io/blog/click-to-chat-ads) so all ad responses indicate which channel and ad the conversation came from, showing which ads are attracting quality leads. With reports and analytics, the business can measure ad performance to ensure all marketing investments translate into revenue impact. #### Implement lead status tracking through the funnel Additionally, respond.io’s Lifecycle feature enables SchuVar Tours to manage each lead throughout the entire customer journey, so agents get instant context on each customer and can prioritize those with high intent. For instance, they recognize a lead who has received a quote is closer to purchase than a lead sending a first inquiry, so they attend to the former first. As a result, they have shortened their sales cycles for faster bookings. Once the customer makes a payment, the agent updates their status accordingly. This makes it easy for the business to track the number and speed of deals closed. It also helps identify existing customers, who are later retargeted with [WhatsApp promotional broadcasts](https://respond.io/blog/whatsapp-bulk-message). > *”Thanks to respond.io, at SchuVar Tours, we optimized our internal organization, reduced response times, and improved the customer experience with more efficient management based on accurate metrics.” -* Esmeralda Sevilla, Deputy Manager of SchuVar Tours ![Image%20of%20a%20group%20of%20tourists](https://images.ctfassets.net/ph8r57dk1q9w/2bvAKf88kkrz47omvlEVBQ/ef1b5dc4efa92cb9b564cb707366b951/SchuVar_Tours_-_1.jpg) ### The results By streamlining its sales process and gaining full visibility of the customer journey—from chat initiation to payment—SchuVar Tours has reduced delays and increased conversions for a **60% faster sales cycle**. Since implementing respond.io, SchuVar Tours has improved response times by automating customer detail collection and prioritizing high-intent leads. Agents are collaborating efficiently in respond.io’s team inbox so no lead goes overlooked and everyone has full context. This has resulted in a **nearly 100% follow-up rate**. As the business now has the capacity to manage higher volumes of ads, it’s been able to scale its click to chat ads and generate **40% of its leads from paid ads**, a 3x increase over three months. These improvements have transformed SchuVar Tours’ sales operations—turning what was once a fragmented, manual process into a high-performing, scalable engine for growth. Want to see similar success for your business? [Contact us for a free consultation](https://respond.io/demo) today. ## [Sicar Boosted Single-Conversation Resolutions by 35% — Thanks to WhatsApp Calls](https:/respond.io/customers/sicar-closes-conversations-faster-with-whatsapp-calls) Sicar provides point-of-sale (POS) systems to a range of businesses across Mexico, helping entrepreneurs handle payments, keep track of warehouse inventory and manage shipping between branches. As Sicar plays a crucial role in business operations, prompt engagement over both WhatsApp chat and voice calls is key to maintaining customer trust and satisfaction. ### The problem: Handling chats and calls separately caused delays and left agents without context Sicar takes pride in promptly addressing any issues that arise for customers to keep operations running smoothly. It offers support over WhatsApp, Facebook Messenger, Instagram, Telegram, email and webchat. The business began using respond.io in 2020 to [connect all its messaging channels to a single inbox](https://respond.io/blog/omnichannel-support) to stay on top of chats and ensure tickets are resolved. However, while its chats are managed efficiently, more complex issues need to be discussed over a call, and this led to delays. Call and chat were handled by separate teams as calls were on landline phones, and successfully handing over a chat conversation to phone support took hours or even days. This led to customer frustration and lost business. Additionally, it was difficult to track the history of customer issues because there was no record of the calls in the chat, and call support had no visibility into chat history. Without this context, agents were unable to provide the high quality experience customers expected. The business needed a way to combine chat and calls into a single platform to provide fast, high quality resolutions to customers. ### The respond.io solution As respond.io was a chosen [WhatsApp Business Solution Provider](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider) to partner in the release of [WhatsApp Business Calling API](https://respond.io/blog/whatsapp-business-calling-api), Sicar gained early access to the feature. WhatsApp Business Calling API proved to be the solution to uniting chat and calls to offer a seamless resolution process to any inquiry. #### Bring chats and calls into a single platform When Meta’s WhatsApp Business Calling API became available with respond.io as one of the first providers, Sicar seized the opportunity to move all of its calls from landlines to WhatsApp. As most of its customers were on WhatsApp, it’s easy for them to jump from a WhatsApp chat into a call if necessary. The business now uses a single WhatsApp number for inquiries — all chats and calls are visible in the same thread, so any agents involved with the customer get instant context. #### Seamlessly transfer conversations from chat to call In the past, when a customer needed to be transferred to a call, the call had to be handed over from the chat agent to a phone agent, requiring manual effort on the business side and subjecting the customer to a long wait. Now, if the issue in the chat becomes too complex to handle over text, the agent simply asks for permission to call and then continues the conversation by phone. Inquiries about feature setup, walkthroughs, or bug clarifications can be answered on the spot — often within a single session — because there’s no wait or transfer involved. #### Automate escalations for a smooth customer experience Sicar automates its escalation process by sending a ticket via [Workflows](https://respond.io/help/workflows/workflows-overview) as soon as an inquiry comes in. Customers fill out the ticket which is then routed to an appropriate agent. Agents respond promptly and attempt to resolve the issue over chat, then escalate to a call if necessary. > “Before, requests or inquiries that needed a call could take hours or even days because our landline was handled separately from chats. Now that we use WhatsApp for both chat and calls, our agents can switch instantly from a conversation to a voice call with the same customer — all in one place. It’s faster, more personal, and our customers love it.” - Eliseo de Dios Aréchiga, Co-founder and Director of Marketing, Sicar ![woman%20swiping%20a%20credit%20card%20in%20a%20coffee%20shop](https://images.ctfassets.net/ph8r57dk1q9w/7A0JZoxzOY1ZYagEm5yN4c/8d6e7406927d773142ede1805b313e08/Sicar_-_1.jpg) ### The results Just one month after switching from desk phones to WhatsApp Calling alongside chat, Sicar saw dramatic improvements in their operations and customer satisfaction. Agents now **resolve inquiries 20% faster** by combining chat and voice in one thread. There’s also often no need for multiple conversations as real-time calls lead to quicker understanding and resolution, resulting in a **35% increase in tickets closed in a single conversation**. And customers appreciate the difference; because of the speed, simplicity, and continuity of WhatsApp-based support, the Sicar has seen a **15% boost in** [**CSAT scores**](https://respond.io/blog/csat-customer-satisfaction-score). Together, these gains show how WhatsApp as a unified communication channel can significantly enhance both customer satisfaction and operational efficiency. Want to boost your customer experience by integrating WhatsApp chat and calls? [Contact us for a free consultation](https://respond.io/demo) today. ## [The Secret Behind Sharwa's 40% Conversion Rate on WhatsApp](https:/respond.io/customers/how-sharwa-designed-a-communication-strategy-that-achieved-85-in-csat-scores) Sharwa is an Egyptian social commerce platform founded in early 2022 to combat the effects of inflation in the region. It allows customers in Cairo and nearby cities to purchase household essentials like groceries at wholesale prices by placing bulk orders as a group with their friends and families. Customers can place their orders on Sharwa’s website or via WhatsApp. Sharwa works directly with local suppliers and manufacturers to obtain great deals and coordinates deliveries with a fleet of drivers. It aims to expand its service nationwide in the near future. ### The Problem As a new business, Sharwa had to establish communication channels with its key stakeholders: Customers and operational staff such as vendors and delivery drivers. It needed a platform that could support multichannel communication with chat automation to maximize the capabilities of its small team. It also required an analytics component to monitor agents and track conversation trends. ### The Solution Sharwa evaluated four business messaging solution providers. It chose respond.io for its automation flexibility, scalability for multiple users, sleek and intuitive user interface and experience. These translated into the following solutions. #### All Teams were Onboarded onto respond.io to Streamline Communication First, Sharwa organized its teams into 3 [Workspaces](https://help.respond.io/l/en/workspace-settings/managing-a-workspace) on respond.io. The separate Workspaces for customer support, operational support and a test space for its tech team gave each team the autonomy to implement its own strategies. A dedicated WhatsApp number was [connected to each Workspace](https://help.respond.io/l/en/quick-start/connecting-channels) while [Facebook Messenger](https://respond.io/blog/facebook-messenger-for-customer-service) and [Instagram](https://respond.io/blog/instagram-customer-service) were also connected to the customer support Workspace. This gathers messages across channels in their respective inboxes so no message goes unnoticed. #### Chat Automation was Implemented for Efficient Customer Handling Sharwa uses respond.io’s [Workflows automation builder](https://help.respond.io/l/en/workflows/workflows-overview) to route customers by the nature of their inquiry. Its customer support team has three core functions: Product inquiries, complaints and order placement over WhatsApp for less tech-savvy customers. At the start of a chat, customers choose a support function via a chat menu. The Workflow routes them to the respective [team on shift](https://help.respond.io/l/en/convert-leads/route-contacts-by-shifts) and [assigns them to an available agent](https://help.respond.io/l/en/workflows/step-assign-to). Agents use [canned responses](https://help.respond.io/l/en/workspace-settings/snippets) to answer common questions quickly so they can handle more complex inquiries or [escalate them to the right agent](https://help.respond.io/l/en/contacts/contact-activity#comments). Sharwa also uses an order placement Workflow that sends customers a product catalog featuring items on sale before taking their orders. Finally, an order-tracking Workflow obtains customers’ phone numbers so agents can use them to track an order’s progress in their fulfillment system. #### Operational Support can be Coordinated in Minimal Steps While the customer support Workspace handles inquiries, the operational support Workspace enables agents to provide live support to vendors and drivers via a dedicated WhatsApp account. Common vendor inquiries include steps to becoming a supplier and troubleshooting issues for specific products. Driver communication includes coordinating drop-offs and liaising with customers. Vendors and drivers just have to identify their roles at the start of a conversation. They are then routed to the vendor support or driver support teams accordingly. Automation ensures they reach an available agent in minimal steps as drivers, especially, are often in a hurry. #### WhatsApp Push Notifications are Used to Retarget or Reactivate Customers As WhatsApp boasts [high user and engagement rates](https://respond.io/blog/top-messaging-apps#toc-mobile-1) in Egypt, Sharwa sends [WhatsApp push notifications](https://respond.io/blog/whatsapp-business-notification) with its latest offers to retarget recent customers. Meanwhile, inactive customers are identified by the date of their last purchase. They are sent “We miss you” messages over the channel in an attempt to reengage them. Finally, customers who request out-of-stock items are segmented by [Tags](https://help.respond.io/l/en/contacts/contact-details#tags) and sent restock alerts when the product is available. #### Conversation Trends and Agent Performance can be Tracked and Measured As a start-up, Sharwa wants to meticulously track its agents’ performance and customer behavior to make informed decisions on resource allocation and service standards. Strategies include [ascribing categories to customer inquiries](https://help.respond.io/l/en/workspace-settings/closing-notes), [tracking conversation and performance metrics](https://help.respond.io/l/en/support-use-case/reporting-for-support) via respond.io’s Reports Module and [exporting conversation data](https://help.respond.io/l/en/workspace-settings/data-export) for analysis to identify areas of improvement. > “Over 60% of Egypt’s population are WhatsApp users. We want to be accessible to both digital natives and non-natives alike. Respond.io allows us to cater to both with the flexibility of its solutions. It also helps us optimize what our team of just 8 users can accomplish, from enhancing our chat response trees to enabling us to scale with more users, channels and automation as needed.” — Mohamed Hanafy, co-founder and CPO ![](https://images.ctfassets.net/ph8r57dk1q9w/7fCLtmci1WURj3K6BzXV3a/a2d24d2e23f2d9c4508e95e1ce45347f/66cc2ce1ae967dfb1111064d_CaseStudies-SharwaImage04_12c57d4d37af26638cbbd655001a8fa0_800.jpeg) ### The Results Onboarding all teams on respond.io gives managers an overview of team and individual agent performance to develop improvement strategies accordingly. As a result, first response times are now 60% faster and conversation resolutions are 40% faster. The effectiveness of its revamped strategies and subsequent training for customer handling is evident in customer satisfaction scores. Improved response and resolution times as well as higher quality responses have increased CSAT scores from 70% to 85%. As a result, a solid 50% of its customer base is now regular Sharwa customers. Retargeting campaigns over WhatsApp also succeed in securing an average of 40% of conversions. In the meantime, Sharwa is studying conversation trends to determine how to better balance agents’ workloads and increase productivity. It also plans to widen the scope of its chat automation for a more seamless customer experience on WhatsApp. ## [US Health Insurance Broker Responds to Leads 10x Faster with AI Agents](https:/respond.io/customers/health-insurance-broker-10x-faster-response-times-with-respondio) One of our customers is a US-based health insurance broker that manages high volumes of inbound inquiries from Meta ads. With customers expecting immediate responses and most conversations happening over WhatsApp and Facebook Messenger, chat is the front door to the business. As lead volume grew to nearly 20,000 per month, scaling service quality without scaling headcount became a priority. ### The problem: Manual processes limited scaling The business’s lead generation process originally followed a standard insurance-broker playbook. Meta ads directed prospects to a landing page where they answered a sequence of questions before entering a phone number. Only then would an agent follow up by text or call, with an average first response time of around 15 minutes. This funnel is common in the industry, but it comes with a structural trust problem. Many insurance brokers buy leads, so a person who fills out a form can end up receiving calls and texts from multiple brokers, creating an experience that feels spammy and transactional. The result is predictable: people ignore calls, block numbers and lose trust before an appointment is even booked, driving cost per conversion higher. This business relies on fresh leads rather than shared lead lists, but the form-first journey still created friction. Prospects were less likely to engage with an unknown phone number over call or SMS than they were to respond inside a messaging app where they could clearly see who they were talking to. At the same time, as volume grew, manual follow-up made it difficult to scale response quality. There was persistent pressure on agents to answer quickly, gather detailed information, provide accurate quotes and handle objections across both English and Spanish conversations, all while keeping the experience consistent. ### The respond.io solution To reduce friction and stand out in a crowded insurance market, the insurance broker rebuilt its funnel around [click to chat ads](https://respond.io/blog/click-to-message-ads) and moved its high-volume inbound conversations onto respond.io. Instead of pushing prospects through forms and delayed outreach, the business shifted the primary CTA to messaging, where leads could ask questions and progress through the journey in real time. The business structured its engagement flow around language and channel behavior in the US. English-language ads route to Facebook Messenger, while Spanish-language ads route to WhatsApp. WhatsApp is less commonly used among English-speaking audiences in the US, but it’s widely adopted among Spanish-speaking audiences who often use it to stay connected with family and communities in countries where WhatsApp is the default. By aligning the channel to the audience, the business made it easier for leads to respond on the platform they already trust and check frequently. #### Revamp the funnel with click to chat ads The move to [click to chat](https://respond.io/blog/click-to-chat-ads) changed how leads experienced the brand. Instead of answering a long set of questions on a landing page and waiting for a call or SMS, prospects could immediately speak to the business in an authenticated, familiar environment. This reduced drop-off and removed the uncertainty that comes with receiving outreach from an unknown number. Initially, the company had a practical concern about click-to-Messenger ads: Messenger doesn’t automatically provide a phone number the way WhatsApp does. In practice, that friction disappeared once the business started engaging leads through chat. After a short conversation, prospects were comfortable sharing their phone number to set an appointment with an agent, because they already understood who they were speaking with and why. #### Reduce response times with AI Agents The insurance agency set up [AI Agent](https://respond.io/ai-agents) roles to take over the high-frequency tasks that previously consumed agent time. AI Agents handle initial inquiries, ask the right questions to move the conversation forward and keep leads engaged without delays. This change brought first response times down from around 15 minutes to roughly one minute on average, delivering the kind of immediacy required to keep ad-driven leads from dropping off. Rodrigo Castro, CEO, notes that the response time with the AI Agent could be instant, but they’ve found setting it to wait for around a minute makes the customer experience seem more human. Since implementing respond.io, the business has also received positive feedback from customers on their quick service. #### Generate quotes and handle objections automatically Instead of relying on agents to manually interpret answers and craft next steps, the business configured AI Agents to generate quotes based on each lead’s responses. AI Agents also address common objections in real time, giving prospects clear answers and maintaining momentum throughout the conversation. This reduced inconsistencies and removed the variability that comes from handling high volumes under time pressure. After training the AI Agent on the business’s [knowledge sources](https://respond.io/help/ai-agents/managing-ai-knowledge-sources), it accurately answers any inquiry or objection to keep leads moving toward a purchase. #### Book appointments with a human agent only when leads are ready Once a lead is prepared to buy, an AI Agent guides them to [book an appointment](https://respond.io/blog/whatsapp-appointment-booking) with a human agent. This ensures that human time is spent where it creates the most value: on closing conversations rather than repeating early-stage steps. This new system has significantly shortened the business’s sales cycle and increased the number of leads that end up in the appointment stage. > *“*Our cost per appointment booked has dropped to only $20-30, an amount that’s practically unheard of in this competitive industry. Respond.io’s support has been a gamechanger. Without any programming experience, I was able to set up complex workflows and AI Agent prompts. We’re about to start scaling hard and respond.io will enable us to do just that.” > Rodrigo Castro, CEO ![Image%20of%20a%20doctor%20sitting%20at%20a%20desk.%20TrueCost%20group%20uses%20respond.io%20to%20connect%20customers%20across%20the%20US%20with%20reputable%20health%20and%20dental%20service%20providers.](https://images.ctfassets.net/ph8r57dk1q9w/6Dw8Ms6aET6YENWePRFmDA/9deb333e88c6bb3a1c57b8ca5a403f13/TrueCost_-_2.png) ### The results By rebuilding its acquisition flow around click to chat ads and automating conversations on respond.io, the health insurance broker reduced first response times from around 15 minutes to roughly one minute on average, achieving **10x faster** lead engagement. **AI Agents now manage 87.5% of conversations**—handling inquiries, providing quotes, answering common objections and booking appointments so the business maintains consistent replies at scale. This shift also improved acquisition efficiency, achieving a **30% conversion rate** for booked appointments. With a scalable system in place, the business is positioned to increase ads and grow lead volume without adding headcount. Want to achieve similar results for your business? [Contact us for a free consultation](https://respond.io/demo) today! # Blogs ## [10 Best AI Chat Agents for Business: Pros, Cons & Pricing](https:/respond.io/blog/best-ai-chat-agents-for-business) For teams evaluating AI chat agents for high-volume, multi-agent messaging, the right choice depends on whether you need sales automation, helpdesk deflection or social commerce workflows. Selecting the wrong architecture leads to routing gaps, CRM sync issues and missed revenue at scale. Nowadays, businesses expect AI Agents to do more than just answer FAQs. They are expected to understand intent, route conversations, update records and support teams. As messaging channels like WhatsApp, Instagram and web chat become revenue channels, chat automation stops being a support add-on and becomes an operational system. Leads arrive through ads, customers follow up on purchases and support inquiries flow in continuously. At scale, response time directly impacts conversion and missed follow-ups translate into lost revenue. Modern AI chat agents are built to: - Interpret free-text customer intent - Make real-time decisions such as qualification, routing and prioritization - Trigger actions that affect revenue and operations - Operate inside unified systems rather than disconnected tools But not all “AI chat agents” tools are built for the same operational demands. Some focus on scaling sales conversations, others specialize in support deflection. These are just some examples. In this guide, we’ll: - Explain what AI chat agents are (and how they differ from traditional chatbots) - Break down the main types of AI chat agents - Compare the 10 best AI chat agents for businesses in 2026 - Help you choose based on your operational needs ### What is an AI chat agent? ![](https://images.ctfassets.net/ph8r57dk1q9w/QBA47HWfc54yGZuOOAsHR/a2f9e412f5bea31539434ba05c7b7fb6/Practical_Guide___Best_AI_Chat_Agents_-_Image_01.png) An AI chat agent is an AI system that can both converse *and* execute operational actions (routing, tagging, CRM updates, workflow triggers) inside your messaging operations—so it doesn’t just answer questions, it moves work forward. Unlike traditional chat automation tools, AI Agents are not limited to predefined logic or static flows. They combine conversational intelligence with operational execution. To understand the difference, it helps to compare AI Agents with the main types of chat automation tools businesses use today. #### Rule-based chatbots Rule-based chatbots rely on predefined scripts, buttons and keyword triggers. They work well for predictable FAQ flows but struggle when conversations go off-script. Every possible path must be manually configured in advance, which makes them difficult to scale as complexity increases. #### Workflows and rule-based automation Workflows execute structured logic based on clear triggers and conditions. They are useful for routing, tagging, assigning conversations or sending follow-ups — as long as the inputs are precise and predictable. However, workflows do not understand free-text intent, as they depend on clearly defined rules. When customers change topics, respond unpredictably or return later with new context, workflows alone cannot adapt dynamically. #### AI chatbots AI chatbots use natural language processing to generate more flexible responses than rule-based bots. They can understand questions in different phrasings and reply conversationally. But many AI chatbots still focus primarily on answering questions. They may generate responses well, yet lack deep integration with CRM systems, lifecycle tracking or operational workflows. #### AI chat agents AI chat agents go further. Powered by large language models (LLMs), they can: - Recognize intent from free-text conversations - Retain context across sessions and multiple agents - Decide when to trigger workflows or structured automation - Update contact records, lifecycle stages and CRM data - Add or remove predefined tags based on conversation outcomes - Route conversations based on language, intent, region or availability - Escalate to human agents when required This is where modern platforms differ significantly. Many tools offer conversational AI. Fewer embed decision-making AI directly inside an operational messaging system connected to routing logic, CRM data and reporting. Now, let’s fully switch our focus to AI chat Agents. Let’s go through the distinct categories of AI chat agents you can find for your business. ### What are the different types of AI chat agents? Most “best AI chat agent” lists fail because they compare tools across different job-to-be-done categories. First pick the category that matches your operations; then pick the best tool inside that category. #### B2C sales-focused AI agents For high-volume inbound messaging, complex routing, CRM synchronization and multi-team workflows across regions or departments. **Target market:** Mid-market and large operations leaders managing structured messaging at scale. These AI agents are built for organizations where messaging is revenue-linked and operationally critical. They operate inside shared inboxes and support real-time decision-making across sales, support and customer success teams. **Must-have capabilities:** - Unified omnichannel inbox (WhatsApp, Instagram, Messenger, web chat, etc.) - Intent-based routing and prioritization - CRM-aware automation and lifecycle tracking - Workflow orchestration - Real-time data updates and API integrations - Auditability and reporting across teams - Controlled permissions and escalation logic #### Marketing & growth AI agents For lead generation funnels, comment-to-DM flows, ad automation and broadcast-driven growth campaigns. **Target market:** Performance marketers, agencies and small growth teams focused on top-of-funnel acquisition. These tools prioritize campaign automation over operational depth. They are typically used for Instagram, Facebook Messenger and WhatsApp lead flows tied to ads. **Must-have capabilities:** - Prebuilt campaign templates - Comment-to-DM automation - Click-to-chat ad flows - Broadcast funnels and segmentation - Native social media integrations #### Commerce & inbox-based AI agents For sales and support coordination in a shared inbox, often with WhatsApp-first operations. **Target market:** E-commerce brands, retailers and WhatsApp-driven sales teams. These tools combine automation with team collaboration. They are typically optimized for order inquiries, product recommendations and WhatsApp-centric sales operations. **Must-have capabilities:** - Shared team inbox - Basic routing and tagging - Automation rules - Catalog and payment integrations (in some cases) - Team assignment and collaboration #### Customer support AI agents For ticket deflection, helpdesk automation and faster resolution times. **Target market:** Support teams and service leaders focused on reducing ticket volume. These AI agents are typically embedded inside helpdesk systems and grounded in knowledge bases. **Must-have capabilities:** - Knowledge base grounding - Escalation logic to human agents - Ticket creation and management - Helpdesk integrations With that context in mind, let’s go through the top AI chat agents for businesses. ### Top 10 best AI chat agents for businesses in 2026 | Category | Use Cases | Winner | | --- | --- | --- | | B2C sales-focused AI agents | High-volume inbound messaging, complex routing, CRM synchronization, lifecycle tracking and multi-team workflows | Respond.io: Most complete decision-layer AI with CRM-aware automation and omnichannel routing | | Marketing & growth AI agents | Lead generation funnels, comment-to-DM flows, click-to-chat ad automation and broadcast campaigns | ManyChat: Strongest native ad + social funnel automation | | Commerce & inbox-based AI agents | WhatsApp-first sales and support, shared inbox collaboration, order inquiries and basic routing | Pancake: Built for fast-moving social commerce teams | | Customer support AI agents | Ticket deflection, helpdesk automation and knowledge base grounding | Zendesk: Deepest helpdesk ecosystem with mature support automation | While the table gives a quick snapshot, choosing the right platform requires a closer look at how each category performs in practice. Let’s start with the most operationally complex segment: B2C sales-focused AI agents. #### B2C sales-focused AI agents Choose this category if messaging is revenue-critical (B2C sales + support), you run high volume, and you need routing + lifecycle + CRM actions. If you only need ad funnels or ticket deflection, this category is usually overbuilt. ##### Respond.io ![](https://images.ctfassets.net/ph8r57dk1q9w/6JetGkdRSc19HVrt9s6b6r/105727d55c1fc60d36175f8682dabc8d/respondio__1___1___1___1_.jpeg) Respond.io is an enterprise-grade AI chat agent platform designed for high-volume, AI-driven conversations across messaging and voice channels. It enables businesses to automate qualification, routing and customer lifecycle management while operating from a unified omnichannel inbox. ###### Best for Mid-size and enterprise businesses that need AI Agents to manage conversations across WhatsApp, Instagram, TikTok, Messenger, SMS, email, web chat and calls — while automating sales and support workflows at scale. ###### Customer sentiment and platform rating Users consistently highlight respond.io’s powerful AI Agents, reliable omnichannel infrastructure and flexible automation builder. Teams value the ability to centralize conversations and operational logic in one system. Some users note that pricing may be higher than lightweight tools and that advanced setups may require onboarding support. **G2 rating:** 4.8/5 **Capterra rating:** 4.6/5 ###### Pros - Advanced AI Agents that understand intent, qualify leads, route conversations, update CRM data and trigger workflows - Unified inbox covering messaging channels and voice calls - Lifecycle tracking for full visibility across the customer journey - Visual automation builder for structured operational workflows - Deep integrations with Salesforce, HubSpot, Google Sheets and more - Enterprise-level reporting and performance analytics - Dedicated onboarding and customer success support - Stable infrastructure built for global, high-volume operations ###### Cons - May be too advanced for small teams with simple messaging needs - Higher price point compared to basic chatbot tools - Enterprise capabilities may require initial onboarding to configure properly ###### Pricing The Growth plan starts at $199/month for 10 users. It includes unlimited workflows, full AI Agent functionality, CRM integrations and advanced reporting tools. ##### Kommo ![](https://images.ctfassets.net/ph8r57dk1q9w/37Ui770mNm4zMUoOwJZjz3/c6c52d314a4beef05a96a03ab517fff5/kommo_omnichannel_ai_sales_showing_multiple_languages__1_.jpg) [Kommo](https://respond.io/blog/kommo-alternative) (previously amoCRM) is a conversation-driven CRM built to streamline sales communication. It enables small and growing teams to manage customer chats across multiple messaging channels while keeping pipeline tracking and contact management centralized. ###### Best for Small to mid-sized businesses looking for a messaging-first CRM that integrates sales conversations directly into their pipeline. ###### Customer sentiment & platform rating Users often highlight the platform’s intuitive layout and its strong focus on WhatsApp-based workflows. Many appreciate having CRM functionality and messaging automation combined in a single system. **G2 rating:** 3.8/5 (35 reviews) **Capterra rating:** 4.3/5 (165 reviews) ###### Pros - CRM and messaging automation in one platform - Straightforward setup and easy-to-manage automations - Well-optimized for WhatsApp-driven sales processes ###### Cons - More limited AI capabilities compared to advanced AI agent platforms - Customization options may not scale well for larger teams - Interface design feels dated compared to newer tools ###### Pricing Entry-level plans start at approximately $15 per user per month (with a six-month minimum commitment). Mid-tier plans are typically around $25 per user per month. ##### Wati ![](https://images.ctfassets.net/ph8r57dk1q9w/4r3h6SrWRxsYsojKAbDeR1/584f463a73e7698cab45a7a2d15f5be1/wati_omnichannel_ai_sales_agent_messaging_graphic__1_.jpg) [Wati](https://respond.io/blog/wati-vs-respondio) is a messaging automation platform built primarily around Meta’s messaging ecosystem. It enables businesses to manage sales conversations, automate message templates and coordinate inbound and outbound communication across WhatsApp, Instagram and Facebook. ###### Best for Businesses that depend heavily on WhatsApp as their main channel for customer communication and sales engagement. ###### Customer sentiment Users frequently highlight the platform’s stability for WhatsApp automation and its wide selection of template messaging options. Many teams appreciate the broadcast functionality and the relatively simple onboarding experience. **G2 rating:** 4.6/5 (425 reviews) **Capterra rating:** 4.6/5 (185 reviews) ###### Pros - Designed with a strong WhatsApp focus - Simple broadcast and notification automation - Accessible pricing for small and growing teams ###### Cons - Limited omnichannel capabilities beyond Meta platforms - AI functionality is still developing and remains relatively basic - Additional markup applied to WhatsApp API costs ###### Pricing Plans typically begin at around $49 per month, excluding WhatsApp API charges. Mid-tier plans are generally priced from $99 per month, plus API fees. #### Marketing & growth AI agents Choose this category if your core job is launching growth campaigns on Meta channels (ad-to-DM, comment-to-DM, broadcasts). Don’t choose it for complex multi-team operations—routing + CRM governance is where these tools typically break. ##### ManyChat ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) [ManyChat](https://respond.io/blog/manychat-alternative) is a marketing automation platform built primarily for social messaging channels. It focuses on campaign-driven automation rather than operational messaging workflows. ###### Best for Small and mid-sized businesses, creators and ecommerce brands that use Instagram and Messenger to run promotions, nurture audiences, automate DMs and recover abandoned carts — without needing complex technical setup. ###### Customer sentiment & platform rating Users often highlight how easy it is to build automated flows and launch campaigns quickly. The visual builder and ready-made templates are frequently praised. However, some customers mention limitations in integrations, scalability and support responsiveness. **G2 rating:** 4.5/5 **Capterra rating:** 4.6/5 ###### Pros - Intuitive visual automation builder - Strong fit for Instagram and Messenger marketing funnels - Effective for giveaways, promotions and DM growth campaigns - Solid audience segmentation tools ###### Cons - Not designed for cross-team operational workflows - Multi-language bots require manual configuration - Limited CRM-level depth for larger organizations ###### Pricing Mid-tier plans begin at around $15 per month for up to three users and 500 contacts, with pricing increasing based on contact volume and advanced automation requirements. ##### Chatfuel ![](https://images.ctfassets.net/ph8r57dk1q9w/wRbyYzPIlCF86bsZgzfgr/e71da8a4212d328564da2c1db3e12b6e/chatfuel__1___1_.jpeg) Chatfuel is a long-standing Messenger-first chatbot builder designed for quick setup and basic automation. ###### Best for Businesses needing straightforward Messenger bots for lead gen, FAQs and promotions. ###### Customer sentiment & platform rating Customers value Chatfuel’s ease of use and straightforward automation. While some praise its affordability, others note a lack of transparency in pricing. Customer support is reported to be poor. - G2 rating: 4.4/5 - Capterra rating: 4.3/5 ###### Pros - Intuitive no-code interface - Templates for FAQs, lead capture and bookings - Affordable starting price ###### Cons - Limited AI capabilities and integrations - Only supports Instagram, Facebook and WhatsApp - Not ideal for complex automation or routing - Minimal analytics and reporting ###### Pricing Instagram access starts at $23.99/month, with WhatsApp and Facebook priced separately at $39/month and 23.99/month. #### Commerce & inbox-based AI Agents Choose this category if you run WhatsApp/social-commerce chat-to-order workflows and need a team inbox plus lightweight automation. If you need enterprise routing, lifecycle governance and deep reporting across channels, this category can break under scale. ##### Pancake ![](https://images.ctfassets.net/ph8r57dk1q9w/5KgPVmSioklUkaQeaxhYBP/833a60acf57f63510407b96bfad6a28a/pancake__1___1_.jpeg) Pancake is a social commerce inbox designed to help businesses manage product-driven conversations across social platforms. It is primarily built for catalog sales and chat-to-order interactions rather than advanced operational automation. ###### Best for Small social commerce brands and sellers that rely on Messenger and other social channels to showcase products and close sales directly in chat. ###### Customer sentiment & platform rating Users in the social selling space appreciate Pancake’s catalog features and its ability to streamline chat-based orders. It is often described as easy to adopt for small businesses. However, reviewers mention that automation depth, reporting capabilities and scalability are limited compared to more advanced platforms. **G2 rating:** 4.4/5 **Capterra rating:** 4.6/5 ###### Pros - Supports key social commerce channels including Facebook, Instagram, TikTok and WhatsApp - Straightforward setup for small B2C teams handling chat-based sales - Includes Botcake for automated replies during high message volumes - Budget-friendly pricing tailored to small sellers ###### Cons - Lacks a fully unified omnichannel inbox - Minimal AI functionality compared to enterprise AI agent platforms - Basic reporting and analytics - Advanced automation requires separate Botcake configuration, adding complexity ###### Pricing The Standard mid-tier plan costs approximately $54.70 for three months (around $18 per month) and includes three users and three connected social channels, suitable for basic social commerce workflows. Additional fees may apply for extra users (about $5 per month each), additional channels (around $4 per month each), and Botcake Pro for higher automation needs. ##### SleekFlow ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) [SleekFlow](https://respond.io/blog/sleekflow-alternative) is a conversational commerce platform that blends chatbot automation with sales and support workflows across social messaging channels. It is positioned as a solution for managing product inquiries and customer conversations in retail-driven environments. ###### Best for Support and social commerce teams that handle both sales and post-purchase inquiries across multiple messaging channels. ###### Customer sentiment & platform rating Users appreciate SleekFlow’s multi-channel capabilities and its retail-focused workflow design. It is often seen as suitable for small to mid-sized commerce teams. However, some users report performance issues such as lagging UI and slow response during peak times. **G2 rating:** 4.6/5 **Capterra rating:** 4.4/5 ###### Pros - Supports multiple messaging channels - Designed with commerce-oriented workflows in mind - Suitable for teams handling combined sales and support conversations ###### Cons - Performance may decline under high conversation volumes - Users report support is slow, with more responsive support only available under its Business Consultancy Service ($499 per month) ###### Pricing The mid-tier plan (Premium AI) starts at US$399/month and includes 5 users and 1,000 Monthly Active Contacts (MAC). Pricing is based on Monthly Active Contacts (MAC) — the contacts you actively message during a billing cycle. *Note: SleekFlow's pricing varies by region.* #### Customer support AI Agents Choose this category if your main goal is support deflection inside a ticketing/helpdesk model. If your primary goal is revenue-linked messaging and lifecycle automation, these tools can become restrictive. ##### Freshchat ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) Freshchat is a customer messaging platform built primarily for support teams. Its AI functionality is designed to reduce ticket volume by answering common questions and directing conversations to the appropriate agents within a helpdesk environment. ###### Best for Support teams managing conversations across multiple channels that need AI-assisted triage, FAQ automation and a structured workspace for agent collaboration. ###### Customer sentiment & platform rating Users generally appreciate Freshchat’s automation features and its integration with the broader Freshworks ecosystem. However, some report occasional chatbot performance issues and note that reporting capabilities can feel limited compared to more advanced platforms. **G2 rating:** 4.4/5 **Capterra rating:** 4.1/5 ###### Pros - Native integration with Freshdesk for ticket management - AI-powered routing and FAQ automation - Supports messaging across Instagram, WhatsApp and web chat - Designed to scale from mid-sized teams to larger support organizations ###### Cons - Initial setup may be complex for smaller teams - Primarily focused on support rather than full lifecycle automation - Limited flexibility in customizing chat flows - Costs can increase significantly with additional features and add-ons ###### Pricing The Pro plan begins at approximately $49 per agent per month. Advanced AI and automation capabilities are typically available on higher-tier plans. ##### Zenvia ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) Zenvia is a customer communication platform widely used in Latin American markets. Its AI chat functionality is positioned within a broader messaging and support suite that combines chat and voice channels for service operations. ###### Best for Businesses in LATAM that rely on messaging and voice channels to manage customer support workflows and moderate conversation volumes. ###### Customer sentiment & platform rating Users commonly praise Zenvia for its straightforward setup, reliable message delivery across channels and ease of use for daily support tasks. However, reviews often mention slower support response times, limited advanced analytics and lighter automation capabilities compared to more enterprise-focused platforms. **G2 rating:** 4.4/5 **Capterra rating:** 4.5/5 ###### Pros - Supports WhatsApp, Instagram, Facebook, SMS and email within one platform - AI chatbots provide contextual replies and basic case routing - Support-oriented reporting for tickets and agent performance - Integrations available with HubSpot and Salesforce ###### Cons - Limited channel breadth and no unified contact merge across channels - Pricing scales quickly due to conversation caps and required channel bundles - Reporting is centered on support metrics rather than full lifecycle visibility - AI functionality is relatively basic, with limited multimedia handling and workflow execution compared to advanced AI agent platforms ###### Pricing The Specialist mid-tier plan is priced at approximately $130 per month and includes 10 users, 500 conversations and up to five chatbot flows. A mandatory message package (starting at $20+) is required, covering a defined volume of SMS, WhatsApp messages or emails. Additional costs apply, including a setup fee of around $137. Per-message charges typically include $0.05 per outbound WhatsApp message, $0.02 per inbound WhatsApp message, $0.02 per SMS and approximately $0.04 per 50 emails ##### Zendesk ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) Zendesk is an AI-powered customer support platform that embeds AI agents within a helpdesk environment to automate ticket handling and deflect routine inquiries. ###### Best for Customer support teams that want AI agents to handle FAQs, triage incoming conversations and escalate complex issues — all within a structured ticketing system. ###### Customer sentiment & platform rating Zendesk is widely recognized for its reliability, mature support ecosystem and strong ticket management capabilities. However, users often mention higher costs, implementation complexity and limited flexibility outside traditional support workflows. **G2 rating:** 4.4/5 **Capterra rating:** 4.4/5 ###### Pros - Preconfigured AI bots tailored for support scenarios - Robust ticketing and escalation workflows - Strong enterprise-grade security and compliance features - Stable infrastructure designed for large support teams ###### Cons - Primarily designed for customer support rather than sales or lifecycle automation - AI customization is more constrained outside ticket-based flows - Higher total cost of ownership compared to lighter automation tools - Messaging channels function mainly as support entry points, not full growth or revenue systems ###### Pricing The Suite Professional plan is typically priced around USD 149 per agent per month (monthly billing). Additional costs often apply, including approximately: - USD 50 per agent/month for advanced AI capabilities - USD 25–50 per agent/month for Workforce Management or QA tools - Around USD 50 per agent/month for advanced security and compliance features (including HIPAA) Usage-based charges may also apply for high API volume, automated resolution usage or additional data storage, depending on region and consumption. ### How to choose the best AI chat agent for your business When evaluating AI chat agents, pick the platform that matches your operating model (revenue messaging vs ticketing vs growth funnels vs social commerce). The wrong match is what causes failure under scale—not neccesarily the AI model quality. Below are the core factors to consider, informed by how leading platforms like respond.io position their AI Agent capabilities and enterprise-grade messaging infrastructure. #### AI chat agent features to consider The most important thing is selecting the [AI chat agent](https://respond.io/blog/how-respondio-ai-agents-work) that aligns with how your business operates, scales and generates revenue. The areas below separate basic chatbot tools from true operational AI platforms. #### AI Agent capabilities ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) Look for agents that do more than generate replies — they should interpret intent, make decisions, and take actions. Modern AI Agents can: - Use verified business knowledge sources (e.g., documents, website content, help center) for accurate responses. - Operate autonomously within defined guardrails and escalate when needed. - Perform operational tasks such as lead qualification, lifecycle updates, tagging, routing and context-rich actions that influence outcomes. - Understand multimedia inputs like images, voice notes and files to deliver richer replies. Agents that can act within conversations (not just respond) give you real automation rather than a glorified autoresponder. If a tool can’t execute structured actions (tag/rout/update/pull data), it’s an AI chatbot—not an operational AI agent. #### CRM & system integrations ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) AI chat agents should connect seamlessly with your backend systems so conversations drive real business processes: - Sync contact and lifecycle data with major CRMs like HubSpot and Salesforce. - Update records, check lead status or pull external info in real time via API calls during conversations. - Integrate with automation platforms (Zapier, Make) and other operational systems to maximize downstream actions. Agents that bridge messaging and business systems help close the loop between customer intent and operational execution. If CRM updates happen outside the conversation (manual exports, delayed sync), you’ll lose speed and auditability at scale. #### An omnichannel inbox ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) A unified inbox ensures all customer interactions — across WhatsApp, Instagram, Messenger, TikTok, SMS, web chat, email and voice — are visible to your team in one place. This central hub supports: - consistent context across agents and channels - fewer missed messages or fragmented threads - cross-channel automation that doesn’t lose conversation history Without a true omnichannel view, AI automation risks operating in silos rather than as part of a coherent communication strategy. #### Customer lifecycle tracking ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) Understanding where a contact is in your funnel — from lead to repeat buyer — improves prioritization and automation logic. Look for platforms that offer: - lifecycle stage updates based on AI interactions - segmentation for follow-ups, broadcasts and re-engagement - visibility into drop-off points and conversion paths. Lifecycle-aware agents help teams make strategic decisions rather than just reactive replies. Without lifecycle visibility, teams optimize fast replies but still lose revenue through poor prioritization and weak follow-up. #### Escalation & human handoff ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) A good AI Agent should handle routine tasks independently but also recognize when human judgement is required. Key capabilities include: - automatic escalation triggers based on intent or scenario complexity - seamless handoff where human agents inherit full context and history - the ability to silence the AI when an agent takes over to avoid confusion. This is non-negotiable for B2C at scale: the fastest teams are hybrid (AI intake + human close/resolve). #### Reporting & operational visibility ![](https://images.ctfassets.net/ph8r57dk1q9w/19GNg8kYU6ytYgvsTAv7pt/b3b01a08c7c7ee8f9e19f32b6b154ba2/image__30_.png) Choose solutions that expose real operational metrics — not just chat volume. Essential reporting includes: - response times and automation rates - conversions tied to messaging outcomes - channel performance and campaign attribution. If reporting can’t tie conversations to outcomes (qualified leads, bookings, resolved tickets), you can’t improve the system—only the scripts. With that foundation in place, the next step is matching your operational needs to the right type of AI chat agent. ### What breaks if you pick the wrong type of AI chat agent? The wrong category “works” at low volume, then breaks under scale—usually when routing complexity, reporting needs, and data updates become mandatory for revenue or support performance. Here are some of the most common failure modes: - Using marketing-funnel bots for operational sales: Breaks when multiple teams need routing, lifecycle stages, audit trails and CRM updates. You’ll get missed follow-ups, duplicate contacts, and unclear ownership. (FIX) - Using WhatsApp-only inbox tools for omnichannel growth: Breaks when leads come from multiple channels (IG, web chat, ads) and you need unified history + cross-channel automation. - Using “AI chatbot” tools without an execution layer: Breaks when AI can answer but can’t act (no structured tagging, routing, API calls, or lifecycle updates). ### AI chat agent recommendations for your use case - If you are running high-volume, revenue-critical messaging across sales and support, choose respond.io. - If you want deep ticketing and helpdesk-driven automation, choose Zendesk. - If you want to run Instagram and Messenger marketing funnels with fast campaign setup, choose ManyChat. - If you rely heavily on WhatsApp for sales conversations and simple automation, choose Pancake(social commerce) or SleekFlow (multi-channel commerce workflows). - If you want a CRM-centered messaging workflow for a small to mid-sized sales team, choose Kommo. - If you operate in LATAM and need messaging + support in one regional platform, choose Zenvia. - If you prioritize support automation within the Freshworks ecosystem, choose Freshchat. - If you want a shared inbox to centralize multi-channel conversations with collaboration features, choose Trengo. - If you want a Messenger-first bot builder for basic campaigns/FAQs, choose Chatfuel. While understanding where each tool fits is helpful, the real differentiator becomes clear when you look at measurable business outcomes. ### How businesses increase sales with respond.io AI chat agents To see what operational AI looks like in practice, here’s how companies are using respond.io AI Agents to drive revenue and efficiency. #### How ParcelDaily increased conversions by 60% with respond.io AI chat Agents [ParcelDaily](https://respond.io/customers/parcel-daily-boosts-conversions-60-percent) was generating high volumes of conversations from Meta and TikTok ads, but spam, slow replies and fragmented team workflows were limiting results. Agents were spending valuable time filtering low-quality leads and manually collecting basic customer information. After unifying teams inside respond.io and improving ad targeting with Meta’s Conversion API, ParcelDaily implemented AI Agents to handle early-stage conversations automatically. AI Agents collected customer details upfront, prepared conversations for human follow-up and reduced repetitive qualification work. This allowed agents to focus only on high-intent leads, improving response times during peak periods without increasing headcount. **Key results:** - 60% more conversions - 35% more Facebook and TikTok leads - 10% lower cost per lead - Faster replies with less operational friction #### How Praga Medica recovered 70% more leads with respond.io AI chat Agents [Praga Medica](https://respond.io/customers/praga-medica-recovers-70-percent-more-leads) struggled with fragmented communication, manual CRM updates and high volumes of spam from webchat. Consultants were spending time on low-quality inquiries while genuine international leads dropped off due to slow responses and lack of follow-up visibility. After switching to WhatsApp API with respond.io, the business centralized conversations and implemented AI Agents to automate early-stage engagement. AI Agents automatically collected patient information, filtered out spam and qualified leads before routing them to consultants. This ensured only high-intent conversations reached the team. At the same time, instant AI-powered replies reduced delays across time zones, helping Praga Medica engage global prospects the moment they reached out. **Key results:** - 70% more leads recovered through better contact capture - 97% of spam filtered automatically - 50% reduction in first response times - Faster consultant follow-ups with CRM data synced automatically #### How GETUTOR increased sales by 24% with respond.io AI chat Agents [GETUTOR](https://respond.io/customers/sleekflow-alternative-review-by-getutor) was losing 10–20% of potential leads due to missed messages, manual qualification and lack of structured routing. Conversations piled up in WhatsApp, agents handled chats reactively and valuable sales opportunities slipped through the cracks. After switching to respond.io, GETUTOR implemented AI Agents to automate initial lead engagement and streamline its course booking process. AI Agents collected student requirements upfront, compiled structured information and automatically assigned qualified leads to available human agents. This removed manual back-and-forth, ensured faster follow-ups and allowed the team to focus on high-intent inquiries instead of sorting through unstructured chats. By combining AI-driven intake with lifecycle tracking and centralized routing, GETUTOR transformed its sales funnel into a more predictable, conversion-focused system. **Key results:** - 24% more classes booked within two months - 50% more leads handled per day - 0 missed messages - Faster qualification and improved prioritization of high-intent leads ### Get started with the best AI chat agent for B2C sales Most tools offer conversational AI. Few offer operational AI. Respond.io is an operational AI layer embedded directly inside your messaging system. Its AI Agents interpret intent, make structured decisions and execute actions that impact revenue and workflows. - Autonomous AI Agents: Qualify leads, update lifecycle stages, tag contacts, trigger workflows and escalate within guardrails. - Shared inbox across teams: Unify sales, support and marketing in one omnichannel workspace with full context. - CRM-aware automation: Sync data, update records and call external APIs in real time during conversations. - Omnichannel support: Manage WhatsApp, Instagram, Messenger, TikTok, SMS, web chat, email and voice in one platform. - Guardrails & controlled actions: Define permissions and escalation logic for safe, predictable automation. - Reporting & visibility: Track response times, automation impact and conversions tied to real outcomes. [Start a free respond.io trial](https://app.respond.io/user/register?lang=en&_gl=1*1cqza0o*_gcl_aw*R0NMLjE3NjcwMDU1ODUuQ2owS0NRaUE2c2pLQmhDU0FSSXNBSnZZY3BQWEJKR0djeFFacE1BQVBXcnVIODR3Q1dfS05MZlZUWGxyNnlTT3lZelM5ay1QTFVCVzFOVWFBcTdFRUFMd193Y0I.*_gcl_au*MzA0OTE0NTg1LjE3NjkwNzgyNjU.) and test AI Agents inside your inbox today. ### Further reading If you found this blog helpful, be sure to also read: - Whatsapp AI Agent: Overview, Capabilities & How to Set Up - WhatsApp AI Voice Agents: Real Use Cases and How They Actually Work - How Respond.io Voice AI Agents Turn Calls into a Scalable Revenue Channel ## [10 Best AI Sales Tools for Businesses: Reviews, Pricing & Features ](https:/respond.io/blog/best-ai-sales-tools) Looking for the best AI sales tools in 2026? Explore how leading platforms like respond.io, Apollo.io and Regie.ai use AI agents, data insights and automation to transform how teams qualify leads, manage outreach and close deals faster. Sales used to be about charm. Now it’s about data, timing and speed. If your team still spends half the day manually updating spreadsheets or answering the same customer questions that could easily live in an FAQ, it’s time for an upgrade. [AI sales](https://respond.io/blog/ai-sales-agent) tools are your new secret weapon. They do the heavy lifting, from sorting leads to writing follow-ups to tracking every customer through the customer lifecycle, so your human agents can [focus on closing sales](https://respond.io/blog/how-to-close-a-sale). In this guide, we’ll unpack what AI sales tools are, how they transform modern sales teams and our picks for the 10 best AI sales tools for businesses in 2026. ### Why your businesses need an AI sales tool Most sales teams, yours *probably* included, use [too many sales tools](https://www.salesloft.com/resources/blog/the-negative-impact-of-too-many-sales-tools). One for outreach, one for calls, one for analytics and one that just… exists because nobody bothers canceling it. But more tools ≠ more results. The right AI sales tools fix that by connecting the dots across your sales stack and learning from what’s already happening. Instead of juggling five tabs, your team gets a single, smarter view of every lead, message and deal in motion. In practice, this means: - Less manual work: No more manual logging or spreadsheet gymnastics. AI sales tools track every interaction automatically. - Lead tracking: AI sales tools can determine when leads are ready to engage, so you don’t waste energy chasing ghosts. Some tools can even handle follow-ups. - Sharper focus: AI sales tools can flag which leads are actually worth your time, saving reps from chasing the unqualified leads or casual browsers. - Integrated workflows: Most AI sales tools plug into your existing CRM or chat platform instead of replacing them. But remember: the purpose of AI sales tools isn’t to replace your sales team. Rather, it’s to help them sell like a team twice their size. ### What are the different types of AI sales tools? AI sales tools come in many forms, so instead of lumping everything together, we’ve compared the top platforms based on what they actually help sales teams do. Some tools focus on conversations, some on sourcing leads and others on outbound engagement. | Type of Tools | Description | | --- | --- | | Omnichannel messaging and AI Agents | Brings every communication channel together in one inbox and uses AI to qualify leads, follow up, route messages and handle routine workflows automatically. | | Lead sourcing and sales intelligence | Helps you find and verify prospects, track intent data and connect your CRM. | | Outbound engagement and sales sequences | Automates outreach across email, calls and social while using AI to optimize timing, personalization and follow-ups. | To make this easier to navigate, we’ve grouped the best AI sales tools of 2026 into three clear categories: - Omnichannel messaging and AI agents like Respond.io, Zoko, SleekFlow and Kommo bring every channel together in one inbox. They use AI to qualify leads, route messages and automate routine sales workflows. - Lead sourcing and sales intelligence tools such as ZoomInfo, Cognism and Apollo.io give teams verified contact data, intent signals and CRM enrichment for smarter prospecting. - Outbound engagement and sales sequences platforms like Salesloft, Outreach and Regie.ai automate multi-channel outreach across email, calls and social, using AI to optimize timing, personalization and follow-ups. In practice, most sales teams use multiple categories together, then spend hours each week keeping everything aligned. The result of this is friction. Deals move more slowly than they should, and leads fall through gaps nobody notices in time. [AI agents](https://respond.io/ai-agents) simplify all of that by working across tools instead of living in one corner of the stack. They manage real conversations, act on context in real time and remove friction across every step of the sales process. ### Why AI agents outperform standalone AI sales tools Most sales teams already use AI in some form, but many tools only automate one task at a time. One tool finds leads. Another sends follow-ups. Another logs data into the CRM. They help in small ways, but they do not work together, which leaves reps doing manual work to move deals forward. ![Image%20depicting%20three%20reasons%20why%20AI%20agents%20like%20respond.io%20often%20outperform%20regular%20sales%20tools.%20](https://images.ctfassets.net/ph8r57dk1q9w/7aEz27doIrtzcP16yW0Qcv/49d4f89e47e651d49ef7fe60e521b79b/Best_AI_Sales_Tools_-_Image_1.png) [AI agents](https://respond.io/ai-agents) change that. They sit inside the workflow instead of operating in isolation. They read conversations, handle live calls, pull context from customer history and CRM records, then decide what to do next. They can answer messages and calls, qualify leads, collect details, route conversations, follow up and escalate to human agents when needed. #### AI agents understand context Old chatbots followed rigid keywords. But AI agents understand meaning. They read tone, intent and message history before deciding what to do, whether that’s answering a question, collecting details or sending the chat to a rep. ![GIF%20depicting%20respond.io%27s%20AI%20Agent%20workflow%20setup.%20](https://images.ctfassets.net/ph8r57dk1q9w/4uJSkni9xpIB9wOoV4lYPF/43e5206808dc095d90e0a627342e9f3c/AI_Agents_1.gif) And here’s the best part: you can [connect them to your own knowledge base](https://respond.io/help/ai-agents/getting-started-with-ai-agents). Upload FAQs or product docs and the agent will pull answers directly from your company’s real information. #### AI agents handle more work with less effort Most sales teams rely on a stack of disconnected AI tools. One handles lead qualification, another manages outreach and a third pushes updates into the CRM. They are useful, but together they create a fragmented workflow that needs constant coordination. ![GIF%20depicting%20how%20respond.io%27s%20AI%20Agent%20interface%20looks%20like%20from%20the%20POV%20of%20a%20user.](https://images.ctfassets.net/ph8r57dk1q9w/5FH6VdeFgoqsNfh08U2aJF/fde53b86e1c8ead665366f777d969d00/AI_Agents_2.gif) AI agents remove that friction by working across systems. They handle tagging, qualification, routing, data capture and follow-ups inside the same platform. That keeps conversations moving and lets sales teams focus on selling rather than managing tools. #### AI agents keep sales moving The death of deals is [when momentum slows](https://www.linkedin.com/newsletters/conversation-led-growth-7135901854428774400/). AI agents keep things alive by following up automatically, escalating when needed and ensuring every message gets a response. The best AI agents can even understand voice messages, answer calls, record call transcripts and leave [internal comments](https://respond.canny.io/changelog/ai-agents-can-now-add-internal-comments) that capture key context for sales teams, so nothing gets lost between touchpoints. ![GIF%20depicting%20a%20sample%20conversation%20through%20respond.io%27s%20AI%20Agent%20feature.](https://images.ctfassets.net/ph8r57dk1q9w/3fvFfQqKqPVq9BIXLLg8lr/8f820f57cdafc64f74b93ce9c143e9aa/AI_Agents_3.gif) The best part is that AI agents don’t need breaks or working hours. Even when your team logs off, they keep leads warm and your pipeline active, so by the time morning hits, your agents are already a few steps ahead. ### What are the top 10 best AI sales tools for businesses in 2026? AI sales tools aren’t created equal. Some are glorified spreadsheets with a chatbot; others actually move deals forward. To make this guide easier to navigate, we’ve divided the top 10 tools into three categories based on what they actually help sales teams do: Now let’s get into it, starting with the tools that bring all your customer conversations together and put AI at the center of your sales process. #### Category 1: Omnichannel messaging and AI Agents The best tools in this category bring every customer conversation into one workspace and use AI to qualify leads, resolve questions and keep momentum high. What matters most is how well they understand context and act across the entire sales workflow. **Winner:** Respond.io, because it blends chat, voice and AI agents in one unified platform. ##### Respond.io [Respond.io](http://respond.io/) is an AI-powered, omnichannel conversation management tool where messages, calls and automation come together. It gives businesses [AI agents](https://respond.io/blog/how-respondio-ai-agents-work) that do more than reply. They can qualify leads, understand attachments, pull answers from knowledge bases and escalates to human agents when needed. ![Image%20depicting%20respond.io%27s%20inbox.%20](https://images.ctfassets.net/ph8r57dk1q9w/3pHkJiibUCNJen94Xm6Kki/4c171253c31490d87468b9a60fa9ff8a/respondio.png) ###### **Best for:** Companies that want AI agents, workflows and omnichannel communication in one powerful platform. ###### **Key features:** - Combines chat, voice and automation in one omnichannel inbox that connects all common channels from WhatsApp and Messenger to TikTok, Instagram, Telegram, email and VoIP - Lets teams build workflows with a simple drag-and-drop interface for auto replies, surveys and escalations. - Uses AI agents that can qualify leads, answer questions using your knowledge base, trigger workflows, and hand over complex cases to humans with internal comments for context. - Incorporates AI agents into voice services; AI agents can understand and reply to voice messages, transcribe calls, answer calls and transfer them to humans as needed. - Includes a test environment so teams can preview how their AI agents respond before going live. - Integrates with countless CRMs like HubSpot and Salesforce to keep data and conversations connected. - Offers AI reply suggestions that help agents respond faster and maintain a consistent tone. - Manage and execute outbound campaigns across all your messaging channels from a single unified inbox. - Transparent pricing with no hidden fees or add-ons. - GDPR and ISO 27001 certified, coupled with 99.999% availability ###### **User Sentiment:** - Respond.io is known for its unified omnichannel inbox, AI automation and excellent support, though there have been some concerns over its learning curve.G2 rating: 4.8/5Capterra rating: 4.6/5 - G2 rating: 4.8/5 - Capterra rating: 4.6/5 ###### **Pricing:** The Growth plan starts at $199 per month for 10 users. It includes unlimited AI agent usage, advanced automation and full access to the omnichannel inbox. ##### Zoko Zoko is helps eCommerce teams sell, support and automate directly on WhatsApp. It connects to Shopify so you can recover abandoned carts, confirm COD orders and send broadcasts, all from a shared inbox your team can manage together. ![Image%20depicting%20Zoko%27s%20UI.](https://images.ctfassets.net/ph8r57dk1q9w/6kQU4dPhTxaOFfhD1zT19L/4611924e2d4e092dbb028355318de1f9/zoko.png) ###### **Best for:** Small, Shopify-focused businesses that want to turn WhatsApp into a complete sales, marketing and support engine. Zoko is helps eCommerce teams sell, support and automate directly on WhatsApp. It connects to Shopify so you can recover abandoned carts, confirm COD orders and send broadcasts, all from a shared inbox your team can manage together. ###### **Key Features:** - Syncs with Shopify to automate cart recovery, order updates and payment confirmations. - Visual flow builder for designing promotions, reminders and custom chat journeys. - Shared inbox with agent assignment, tags and saved replies for faster collaboration. - Integrates with Meta and WhatsApp Ads to capture and message leads instantly. ###### **User sentiment:** - Zoko is praised for its ease of use, smooth performance, and strong WhatsApp marketing features, though some want better UI and advanced tools.G2 rating: 4.5/5Capterra rating: N/A - G2 rating: 4.5/5 - Capterra rating: N/A ###### **Pricing:** Zoko's Elite plan is priced at $114.99/month and supports up to 10 agents, though you'll have to pay an additional $12 per additional agent. ##### SleekFlow SleekFlow gives smaller teams a centralised way to manage WhatsApp, Messenger and Instagram conversations from a shared inbox, with AI-powered automation built in. It focuses on helping businesses reply faster and run campaigns without technical setup. ![Image%20showing%20how%20Sleekflow%27s%20interface%20looks%20like.%20](https://images.ctfassets.net/ph8r57dk1q9w/7sNH7OGqicEnDFL5pv31cS/5f2975bed3c4df744876f50a9616d5fd/sleekflow.png) ###### **Best for:** Small businesses that want to handle all customer conversations on WhatsApp, Messenger, Instagram and more, from one inbox with AI-powered automation built in. ###### **Key Features:** - Unified inbox for WhatsApp, Messenger, Instagram, SMS and web chat among others. - Flow Builder to automate replies, campaigns and follow-ups without code. - AI Agent and Inbox Co-Pilot that understand context and assist live agents. - Integrations with Shopify, HubSpot, Salesforce and Meta Ads for a complete customer view. ###### **User sentiment:** - SleekFlow is liked for its user-friendly inbox and automation, but many users on G2 and Capterra report pricing concerns, occasional bugs and lag, and a desire for deeper analytics.G2 rating: 4.6/5Capterra rating: 4.5/5 - G2 rating: 4.6/5 - Capterra rating: 4.5/5 ###### **Pricing:** SleekFlow’s mid-tier Premium AI package is priced at $399/month for 5 users and 1,000 monthly active contacts. ##### Kommo Kommo brings together CRM, chat and automation all in one, clear interface. It connects messaging apps, calls and deal stages so your sales process moves in real time, all the way from first message to closed deal. ![Screencap%20showing%20Kommo%27s%20UI.](https://images.ctfassets.net/ph8r57dk1q9w/2Gpu0kw0o7RAdUarXAqFjb/a2f42ee155d13ec542a6b87c9a8218df/kommo.png) ###### **Best for:** Small and medium teams that want a CRM where WhatsApp, Messenger and Instagram live right beside the sales pipeline. ###### **Key Features:** - A unified inbox for WhatsApp, Messenger, Instagram, SMS, email and web chat. - Built-in WhatsApp Cloud API with automation and broadcasting. - Customizable pipelines that show every deal’s progress at a glance. - No-code salesbot that can be set up to qualify leads, assign chats and trigger workflows. ###### **User sentiment:** - Kommo is a capable, budget-friendly platform that offers useful automation, though users note it can feel limited and occasionally unreliable for more advanced needs.G2 rating: 3.8/5Capterra rating: 4.3/5 - G2 rating: 3.8/5 - Capterra rating: 4.3/5 ###### **Pricing:** Starts at $25 per user/month, which includes features like the no-code Salesbot, pipeline automation and triggered SMS and emails. #### Category 2: Lead sourcing and sales intelligence Great tools in this category give sales teams accurate prospect data, intent signals and CRM enrichment that help focus outreach. Data quality and compliance are the real differentiators because better inputs lead to better outcomes. **Winner:** ZoomInfo, thanks to its depth of global data and strong intent coverage. ##### ZoomInfo ZoomInfo is a go-to market intelligence platform that gives you access to a massive, frequently refreshed database of companies, contacts and buyer intent signals. It’s not trying to do everything. Rather, it leans into being the strongest lead engine behind your existing sales and marketing stack. ![Image%20showing%20Zoominfo%27s%20UI.](https://images.ctfassets.net/ph8r57dk1q9w/3DX8wLOAW8pGJ4VpK5KHkA/f817f0fbb65a225026dd08d52a416c79/zoominfo.png) ###### **Best for:** Large B2B sales teams that need a high-powered data engine to fuel their outreach and targeting. ###### **Key features:** - ZoomInfo keeps its contact and company records constantly updated, giving teams reliable data to work with. - It identifies companies showing active buying signals through intent and WebSights tracking. - Users can build precise prospect lists using advanced search filters based on industry, company size or technology used. - It connects with tools such as Salesforce, HubSpot and Outreach so sales data flows between systems without manual uploads. ###### **User sentiment**: - Users like Zoominfo’s B2B contact database with intent data and CRM links but dislike the high price and some old/wrong data.G2 rating: 4.5/5Capterra rating: 4.1/5 - G2 rating: 4.5/5 - Capterra rating: 4.1/5 ###### **Pricing:** ZoomInfo does not list its pricing publicly. You’ll need to contact their sales team for a quote, though their plans are grouped into three categories: Sales, Marketing and Talent. ##### Cognism Cognism is a sales intelligence platform known for its compliant data coverage. It gives access to verified international contacts and uses intent data to surface leads that are more likely to convert. It’s strong for lead sourcing, but it doesn’t go beyond that into chat or messaging automation. ![Image%20depicting%20Cognism%27s%20UI.](https://images.ctfassets.net/ph8r57dk1q9w/DwkqEewimiQkjQAKLZ6T9/964a09fb1815571fb5d4083e82625660/cognism.png) ###### **Best for:** Teams that need global B2B contact data with strict GDPR compliance. ###### **Key features:** - Provides verified emails and direct dials for global prospects. - Uses intent signals to show which companies are actively researching your product category. - Keeps data GDPR-compliant through in-house verification and automatic updates. - Integrates with tools like HubSpot, Salesforce and Outreach for fast data sync. ###### **User sentiment**: - Customer reviews highlight its secure data coverage and strong support, but some find it costly and less intuitive to use.G2 rating: 4.5./5Capterra rating: 4.7/5 - G2 rating: 4.5./5 - Capterra rating: 4.7/5 ###### **Pricing:** Cognism doesn’t list pricing publicly and only shares custom quotes after a sales call, with costs varying based on team size and data needs across its Grow and Elevate plans. ##### Apollo.io Apollo.io combines a large B2B contact database with built-in outreach and analytics tools. It’s popular because it packs prospecting, sequencing and tracking into one platform at a much lower price than enterprise options. It’s effective for lean teams but still limited compared to a full omnichannel platform like [respond.io](http://respond.io). ![Image%20depicting%20how%20Apollo.ai%27s%20interface%20looks%20like.](https://images.ctfassets.net/ph8r57dk1q9w/4DtQ7H0ikpnZgzE4dU7c89/98fe4339b6ee069029d4490a7c2589fa/apollo.png) ###### **Best for:** Startups and growing sales teams that want affordable lead data and outreach in one tool. ###### **Key features:** - Offers a contact database of over 275 million verified records. - Lets users create and automate email sequences directly inside the app. - Tracks engagement and replies for easy follow-up. - Integrates with CRMs and sales tools like HubSpot and Salesforce. ###### **User sentiment:** - Many teams appreciate how easy it is to find leads and run outreach in one platform, though a few note inconsistent data accuracy.G2 rating: 4.8/5Capterra rating: 4.6/5 - G2 rating: 4.8/5 - Capterra rating: 4.6/5 ###### **Pricing:** Apollo’s Professional plan costs $79 per user per month (billed annually) and adds multi-touch outreach, AI features, automations, parallel dialing, call recording and advanced analytics. #### Category 3: Outbound engagement and sales sequences Top tools in this category help plan and automate multi-channel outreach across email, calls and social. They improve follow-up timing, highlight what works and reduce manual effort so reps can stay productive. **Winner:** Salesloft, for its balance of cadence automation, reporting and coaching that fits high-volume outbound teams. ##### Salesloft Salesloft is a sales engagement tool that helps teams plan, send and track multi-channel communication. The platform’s analytics also show how messages perform across email, calls and social, helping managers coach teams and improve results. While it includes AI features for recommendations, it still depends heavily on manual setup and human input. ![Image%20depicting%20Salesloft%27s%20UI.](https://images.ctfassets.net/ph8r57dk1q9w/DQBFw5o5dzzF00ZbNlcC1/2bccd37068e9667f27f149b436fdeb94/salesloft.png) ###### **Best for:** Sales teams that want a structured way to manage outreach, follow-ups and performance in one platform. ###### **Key features:** - Organizes outreach with automated cadences for email, calls and LinkedIn messages. - Tracks engagement data to show which messages and channels drive the most replies. - Provides coaching tools so managers can review calls and give feedback. - Connects with major CRMs like Salesforce and HubSpot to keep records aligned. - Offers AI-based suggestions for improving outreach timing and messaging tone. ###### **User sentiment:** - Reviewers praise its cadence management and analytics tools, while others say it has a learning curve and occasional bugs.G2 rating: 4.5/5Capterra rating: 4.3/5 - G2 rating: 4.5/5 - Capterra rating: 4.3/5 ###### **Pricing:** Salesloft does not list public pricing and requires you to speak with sales for a custom quote. ##### Outreach Outreach is a sales engagement platform built to manage high-volume outbound activity with workflow automation and tracking. It gives reps a roadmap — who to reach, when and how — and surfaces data to help you optimize sequences. But it leans heavily into outreach rather than full conversational AI or omnichannel messaging. ![Image%20depicting%20Outreach%27s%20UI.](https://images.ctfassets.net/ph8r57dk1q9w/3FSoFPZ1pUfcgibfJwJdvl/cbfc26e3af34e61bde55eb3e1958121d/outreach.png) ###### **Best for:** Sales teams that run structured outbound across email, calls and social. ###### **Key features:** - Outreach lets you build multi-step cadences combining emails, calls and social touches so your team maintains momentum. - The platform tracks opens, clicks and replies, giving visibility into which messages drive engagement. - Its conversation intelligence tools record and summarize calls, flag action items and highlight coaching opportunities. - Outreach integrates with your CRM so tasks, replies and contact data stay in sync. - It offers AI-based insights to suggest optimal messaging or next steps based on engagement signals. ###### **User sentiment:** - Sales teams like its sequencing and reporting features, but some mention the platform feels heavy and overpriced.G2 rating: 4.3/5Capterra rating: 4.4/5 - G2 rating: 4.3/5 - Capterra rating: 4.4/5 ###### **Pricing:** Outreach does not list public pricing. It uses per-user pricing with custom quotes, so you must contact sales to get a plan, and costs typically scale based on features and team size. ##### Regie.ai Regie.ai positions itself as a next-generation prospecting engine. Rather than making you glue together separate tools, it blends AI agents, outreach, data enrichment, intent signals and dialing in one pipeline. The idea: AI helps with the heavy setup, warm-up and messaging and your reps jump in where human touch still matters. ![Image%20depicting%20Regie.ai%27s%20interface.%20](https://images.ctfassets.net/ph8r57dk1q9w/2wbe1KnPsXPh4kSC4ezejE/56a378f4669bcf17b92b29705b6d1df4/regieai.png) ###### **Best for:** Mid-to-large sales teams wanting a unified AI agent + engagement platform. ###### **Key features:** - The AI agents handle prospect research, message drafting and lead prioritization based on behavioral signals and firmographic data. - It supports a multi-channel outreach flow that includes email, social and calls. - Parallel dialing lets the system warm leads and queue the best ones for human reps to call, delivering better efficiency. - Built-in data enrichment and intent monitoring keep your lists fresh and focused without needing a separate data tool. - You can automate task generation, follow-ups and routing so reps don’t lose momentum chasing leads. ###### **User sentiment:** - Users enjoy its AI-generated sales content and research tools, although some say the messaging can sound robotic.G2 rating: 4.4/5Capterra rating: 4.0/5 - G2 rating: 4.4/5 - Capterra rating: 4.0/5 ###### **Pricing:** Regie.ai doesn’t publish detailed pricing breakdowns, but their plans start at around $35,000 USD per year for AI outreach agents, with additional features like the AI Dialer available at similar starting levels. ### What is the best AI sales tool in the market? There are many AI sales tools, but most focus on just one piece of the process. Some help find leads, some automate outreach and others only forecast deals. The problem is that you still end up switching between tools to get work done. Before revealing the best solution, here’s a recap of the above: | Tool | Category | Pros | Cons | Best for | | --- | --- | --- | --- | --- | | Respond.io | Omnichannel messaging and AI agents | Omnichannel inbox for chat + voice, strong workflows, powerful AI agents, transparent pricing, stable platform | Requires setup to get full value, best results with CRM integration | Teams that want powerful AI agents, omnichannel messaging + calling in one place | | Zoko | Omnichannel messaging and AI agents | Shopify integration, cart recovery automation, shared inbox for teams | Limited channels, no in-depth analytics, Shopify-centric | Shopify-focused brands running sales and support on WhatsApp | | SleekFlow | Omnichannel messaging and AI agents | Omnichannel inbox (WhatsApp, IG, Messenger), neat UI, no-code automation builder | Extra fees for WhatsApp hosting, user-reported performance slowdowns under high volume (G2) | Businesses managing multi-channel messaging and automation in one workspace | | Kommo | Omnichannel messaging and AI agents | CRM and chat in one place, visual pipelines, no-code Salesbot | Basic UI, fewer advanced AI features, limited scalability | Smaller businesses that sell and support customers directly through messaging apps | | ZoomInfo | Lead sourcing and sales intelligence | Huge B2B database, strong intent data, deep company insights | Expensive, locked behind sales calls, no messaging or automation | Large B2B teams that prioritize data quality | | Cognism | Lead sourcing and sales intelligence | Compliant global contact data, phone-verified leads, intent signals | No outreach features, pricing hidden, costly for small teams | GDPR-focused teams sourcing global data | | Apollo.io | Lead sourcing and sales intelligence | Affordable all-in-one prospecting + outreach, easy to start | Email-centric, weaker CRM sync, limited omnichannel | Startups and lean teams wanting low-cost outbound | | Salesloft | Outbound engagement and sales sequences | Good for organized follow-ups, cadence automation, coaching tools | Manual setup, average AI capabilities, unclear pricing | Teams focused on structured outbound workflows | | Outreach | Outbound engagement and sales sequences | Powerful sequencing, workflow automation, call intelligence | Can feel heavy, setup time needed, pricing behind sales calls | Scaling teams running high-volume outbound | | Regie.ai | Outbound engagement and sales sequences | AI agents for prospecting, workflows + enrichment + dialer in one, strong personalization | High entry price, complex for small teams, quote-based pricing | Mid-large sales orgs replacing legacy outreach tools with AI | Respond.io is the best because it gives your team a single platform where AI agents act like real teammates that manage conversations, update records, trigger workflows and loop in humans at the right moment. That means less tool switching, faster resolutions and more time spent helping customers and leads instead of chasing details. Here’s what makes respond.io stand out: - Omnichannel AI agents that handle real customer requests like checking orders, sending booking links or updating information directly in a chat or call. - Outbound campaigns that reach customers across all popular channels, right from the same inbox. - VoIP and WhatsApp API calling support so your team can jump from chat to voice without losing context. - Lifecycle tracking that automatically qualifies prospects, follows up and prioritizes the right leads. - Detailed reporting and analytics that show resolution rates, customer satisfaction and team performance at a glance. - Always-on reliability so every message, call or task gets handled promptly, no matter the time zone. [Respond.io](http://Respond.io) is the best AI sales tool because it does more than automate replies. It unifies every part of the customer journey, from chat to call to reporting, into one workspace that keeps your sales engine running. ### Further Reading If you found our article helpful, you should check out the following: - 7 Best AI Chatbots for Customer Service in 2026 for Businesses - Best AI Agents for Customer Support in 2026: Pros, Cons & Pricing - 7 Best WhatsApp Marketing Software in 2026 for Businesses ## [10 Best Kommo Alternatives and Competitors in 2026](https:/respond.io/blog/kommo-alternative) Looking for a Kommo alternative? Top picks in 2026 include respond.io, Delightchat, Zoko, Chatfuel, Interakt, Chatwoot, Wati, Rasayel, Landbot, Chatbase. Looking for a CRM + messaging platform that goes beyond Kommo’s limitations? You’re not alone. Small, sales-focused businesses often start with Kommo as a budget-friendly option, but look for alternatives when they need more advanced features and aim to scale. If your growing team needs voice capabilities, mature, versatile AI features and transparent pricing, the tools below are worth considering. ### Why do businesses look for a Kommo alternative? Kommo can still work for teams that sell mainly through WhatsApp, manage a simple visual pipeline and need lightweight automation tied to deals. It is most useful when a small sales team wants chat and pipeline tracking in one place without a complex rollout. The pressure to switch usually starts when billing terms feel restrictive, extra users raise cost faster than expected or WhatsApp setup and migration take more manual work than the team planned for. Support delays, unstable performance and limited reporting then turn those inconveniences into revenue risk because follow-up slows, campaigns are disrupted and sales managers lose confidence in the numbers they use to forecast. The reasons below show where that shift usually happens. The limits become more visible as the business grows. Reporting becomes less helpful for spotting where leads stall, automation is less flexible across the full customer journey and costs become harder to control as more people need access or extra capabilities are added. The reasons below explain where that shift usually happens. #### Need for advanced WhatsApp features like calling WhatsApp [Business Calling API](https://respond.io/blog/whatsapp-business-calling-api) matters, but calling is only one part of the decision. Buyers should evaluate WhatsApp as a revenue channel from first click to close: can the platform capture leads from Click-to-WhatsApp ads, let multiple agents sell from one number, run broadcasts and drip follow-up, and keep catalog, booking or payment steps in the same conversation? When those pieces sit across separate tools, response time slows, handovers break and revenue attribution gets harder to trust. Buyers should also compare whether the platform supports the WhatsApp Business Platform directly, how much business verification and setup work is involved and whether calling, routing and handover happen in one workflow. Respond.io supports WhatsApp Business Calling, AI Agents, lifecycle tracking and human escalation in a single customer conversation management platform, so teams don't lose context between ad click and close. #### Lack of transparency in pricing Headline price rarely shows the real monthly cost once usage grows. Buyers should check for minimum commitments, upfront billing, rules that force every agent onto the same plan, WhatsApp message markups and separate AI charges on top of the base subscription. Those costs tend to surface fastest when sales, marketing and support all need access and conversations start moving across more channels. [Monthly Active Contacts](https://respond.io/pricing) pricing is easier to forecast because cost follows the contacts a team actually speaks with in a month, excluding broadcasts, not every added agent. Respond.io uses Monthly Active Contacts pricing across Starter at $99/month, Growth at $199/month, Advanced at $349/month and Enterprise custom pricing, with a 7-day free trial. For a growing mid-market B2C team, that makes it easier to test fit, add users and scale active conversations without guessing the effective monthly bill. ![Image%20showing%20reasons%20why%20businesses%20look%20for%20a%20Kommo%20alternative%3A%20No%20WhatsApp%20Calling%2C%20lack%20of%20transparent%20pricing%2C%20need%20for%20scalability%20and%20need%20for%20advanced%20AI%20and%20integrations](https://images.ctfassets.net/ph8r57dk1q9w/6mpf1RZK1BJIT0sloN6Fs1/5cc0036f51699f781ce1ef9dc3ec1e9f/__Kommo_Alternative_-_Image_1.png) #### Aiming to scale Kommo works well for small businesses, but as mentioned above, its per-user costs are high for larger teams. On top of that, each user has a limited number of active leads and stored contacts, which causes problems for businesses sending high volumes of messages. #### More sophisticated AI automation and integrations The real buying question is not whether a platform has AI, but whether its AI Agents can execute revenue work or only answer simple inbound questions. Buyers should test whether AI Agents can qualify leads, update lifecycle stages, route by intent, trigger follow-up workflows and generate summaries for handovers across WhatsApp and other key messaging, social, voice and email channels from one setup. If AI only replies to incoming chats, human agents still end up doing the qualification, recovery and coordination work manually. Budget control matters too. When AI is sold through separate credit packs or usage add-ons, monthly cost becomes harder to predict as conversation volume grows. Respond.io includes AI Agents in its plans so teams can judge automation depth and operating cost together — not as two separate buying decisions. Cost structure matters too. When AI is sold through separate usage credits, forecasting gets harder as conversation volume rises. Respond.io includes AI Agents in its plans and lets teams use them to qualify leads, escalate high-value opportunities and support human handovers, so buyers can judge both automation depth and monthly cost more clearly. While Kommo has some AI capabilities, it can’t fully handle the customer journey with AI and intuitively hand off conversations to a human when needed. Buyers should also check whether WhatsApp, CRM and lead-source connections are native or depend on third-party connectors or provider workarounds. Native integrations reduce routing delays and reporting gaps because contact updates, lifecycle changes and conversation context move faster between systems. Respond.io combines native CRM integrations with broader connectivity through connector tools when extra stack coverage is needed. #### Platform performance issues Reliability issues rarely show up alone. Before renewing or switching, buyers should verify message sync reliability, support escalation speed, onboarding help and uptime when campaign volume spikes. The commercial risk is not downtime alone. Slower follow-up, missed ad responses and lower confidence in reporting can hurt revenue even when the platform is technically online. Those delays also create rollout risk when WhatsApp setup or migration takes more manual work than expected or key automations need to be rebuilt during the switch. For teams near renewal, the bigger question is whether the platform can support growth without adding friction. Respond.io reduces that risk with onboarding support, Monthly Active Contacts pricing that stays easier to forecast as teams expand and [99.999% uptime](https://respond-io.betteruptime.com/) under high message volumes. ### 10 Kommo alternatives: pros, cons and pricing | Tool | Best for | Starting price | Key strength | | --- | --- | --- | --- | | respond.io | Growing mid-market B2C teams managing sales, marketing and support across chat and voice | $99/month | Customer conversation management with AI Agents, WhatsApp Business Calling and MAC pricing | | Delightchat | Small support-focused teams using Shopify | $99/month | Strong Shopify-focused support workflows | | Zoko | WhatsApp-first Shopify sellers | $64.99/month | Simple setup for WhatsApp selling | | Chatfuel | Small teams automating simple conversations on Meta channels and WhatsApp | $23.99/month | Easy no-code flow building | | Interakt | Small teams in WhatsApp-first markets | $49/month | Straightforward broadcasts and inbox management | | Chatwoot | Technical teams that want deployment control | $39/user/month | Open-source option with self-hosting | | Wati | Small teams focused on WhatsApp broadcasts | $99/month | Low-cost WhatsApp campaign tools | | Rasayel | B2B sales teams running mainly on WhatsApp | $400/month | Sales workflow automation on WhatsApp | | Landbot | Teams building web and WhatsApp lead capture flows | $220/month | No-code conversational flow design | | Chatbase | Teams testing AI-led FAQ handling | $150/month | Fast AI Agent setup with custom data | Whether you’re using Kommo and looking for alternatives or are just trying out a conversation management platform for the first time, here are 10 options to consider. Each summary includes strengths, trade-offs and mid-range plan pricing so you can shortlist fast. #### Respond.io Built for growing teams that run sales, marketing and support on WhatsApp and other channels. Respond.io combines a multichannel inbox, WhatsApp calling, AI agents, workflows and analytics in one place. ##### Pros - Supports all popular channels and custom channels, including WhatsApp, TikTok, Facebook Messenger, Instagram, WeChat, LINE, Viber, Telegram, SMS, webchat and email - Offers VoIP as one of just a few WhatsApp Business Solution Providers that enablesWhatsApp Business Calling API; VoIP for all other calling is also now available through our partner, Telnyx. Human agents can also transfer WhatsApp calls mid-conversation while customers stay on the same line - Supports high volumes of WhatsApp broadcasts without lagging, integrates with WhatsApp catalog - AI agents with specific roles with templates for receptionist, sales agent and support agentTrain agents with your knowledge base and website to equip them to provide accurate answersAI agents can update your CRM, read images and files, and route conversations to an appropriate human agent or to another AI agentRespond.io's AI is very efficient, delivering quick and accurate replies while reducing extra workloadHumans can take over instantly, with the AI stepping aside right away for a seamless handoff - Train agents with your knowledge base and website to equip them to provide accurate answers - AI agents can update your CRM, read images and files, and route conversations to an appropriate human agent or to another AI agent - Respond.io's AI is very efficient, delivering quick and accurate replies while reducing extra workload - Humans can take over instantly, with the AI stepping aside right away for a seamless handoff - Native CRM integrations with HubSpot and Salesforce, and integrates with other CRMs and software via Make and Zapier - Track and manage customers through the entire lifecycle, to easily prioritize and target leads and customers and recognize causes of lost leads and how to improve conversions - Enterprise-grade security for speed and stability, with 99.999% platform uptime under high message volumes - Excellent customer support with 24/5 live support via chat or call, and 24/7 AI agent support available on every plan ##### Cons - All the channels and features available may seem overwhelming, but our customer success team is ready to assist with onboarding ##### Pricing Respond.io’s mid-tier Growth plan starts at $199 and allows 10 users. It includes unlimited automation, unlimited use of AI Agent and advanced reporting. It includes 1,000 Monthly Active Contacts (MACs), which refers to contacts you actually speak to in a month. There’s no limit to the number of stored contacts you can have. #### Delightchat Delightchat is designed for small, support-focused businesses operating over multiple chat channels. It supports WhatsApp broadcasts and marketing features but not WhatsApp calling. It offers a native Shopify integration and support analytics. ##### Pros - Supports WhatsApp, Facebook Messenger, Instagram, email and webchat in a single inbox - Comprehensive native Shopify integration - Support analytics and WhatsApp Marketing ROI analytics ##### Cons - No WhatsApp Calling - No CRM integration - Limited automation - AI Assistant only helps compose and edit messages; it cannot answer independently - Poor customer support ##### Pricing The mid-range Scale plan is $99 per month and includes 20 users. AI Assistant incurs additional costs. #### Zoko Zoko is a WhatsApp-first platform for Shopify-oriented businesses. It supports WhatsApp, with add-ons for Instagram and Facebook Messenger, plus basic automation, tagging and assignment. It’s quick to set up and easy to learn. Analytics exist (e.g., agent reports), but the scope is narrower than full omnichannel suites. ##### Pros - Focused heavily on WhatsApp and includes Instagram and Facebook Messenger - Easy to use and set up - Includes basic automation and tagging ##### Cons - Channels limited to WhatsApp, Instagram and Facebook Messenger (no email/SMS/Telegram) - Limited automation and reporting - No WhatsApp Calling - No AI agents - Limited integrations ##### Pricing The plus plan is $64.99/month and includes WhatsApp messaging, automation rules and basic team assignment tools. #### Chatfuel [Chatfuel](https://respond.io/blog/manychat-vs-chatfuel) is a no-code chatbot builder made for small businesses and solo entrepreneurs who want to automate simple conversations on popular channels like Messenger, Instagram and WhatsApp. It’s easy to use and works well for answering FAQs, sending reminders and running basic campaigns. That said, once your messaging needs grow more complex or span more channels, it can start to feel a little boxed in. ##### Pros - Easy-to-use with intuitive drag-and-drop builder for Messenger, Instagram and WhatsApp - Supports click-to-chat ads, QR codes and basic website widgets - Integrations with tools like HubSpot and Google Sheets via third-party platforms ##### Cons - No support for channels beyond Messenger, Instagram and WhatsApp - No in-depth analytics - Automation is basic, with no advanced features like smart triggers or lifecycle tracking - Customer support can be inconsistent ##### Pricing Chatfuel prices Facebook and Instagram separately from WhatsApp. The Business plan for Facebook and Instagram starts at $23.99/month, while the WhatsApp Business plan starts at $41/month for 1,000 conversations (plus Meta fees). #### Interakt Interakt is a messaging tool built for small businesses that sell, support or market through chat. It’s popular in India and other WhatsApp-first markets, with features to manage customer conversations, send broadcasts and set up basic automations. If your entire messaging strategy lives on WhatsApp and Instagram, Interakt is a simple way to get started. ##### Pros - Built specifically for WhatsApp and Instagram - Shared inbox, catalog sharing and bulk messaging is included - Supports click-to-chat ads and automated replies - Integrations are possible with popular e-commerce platforms like Shopify and WooCommerce and CRMs and payment gateways (e.g., Zoho, Razorpay) ##### Cons - Limited channel support - Doesn’t offer advanced workflow automation - UI tends to feel overly basic and limited once your needs grow - Customer support has mixed reviews, with some reports of slow or unhelpful responses - New AI agents come at an additional cost ##### Pricing The Growth plan is $49/month and includes support for both WhatsApp and Instagram, access to broadcast campaigns, basic automation like greetings, FAQs and chatbot flows and up to 5 custom events for conversion tracking. You’ll also get unlimited agents, unlimited conversations and contacts, but Meta’s standard per-message charges apply. #### Chatwoot Chatwoot is an open-source, low-cost, omnichannel helpdesk with basic automation features and integration with Shopify, HubSpot, Slack and more. It also offers a low-cost, self-hosted option for developers. ##### Pros - Supports WhatsApp, Facebook, Instagram, Line, X and email, plus custom channels via API - Self-hosted option for developers - Basic automation - Wide range of integrations ##### Cons - No WhatsApp calling - No AI agents - Channels are limited for non-technical users - Focused on support, not ideal for marketing and sales - Can be challenging for non-technical users - Customer support is limited ##### Pricing $39/per user per month for Business plan which includes all channels and automation features for an unlimited number of conversations. The Premium self-hosted plan is $19/user per month (using WhatsApp Cloud API from Meta and building custom integrations for any other channels). #### Wati [Wati](https://respond.io/blog/wati-alternative) was built specifically for the [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api) and is a basic, low-cost option for businesses with small teams primarily using WhatsApp for marketing, sales and support. It also now supports Instagram as a channel with limited features available for it. ##### Pros - Integrate WhatsApp API with WhatsApp Catalogs to easily share products - WhatsApp Broadcasts to send high volumes of messages without downtime - Chat automation workflows - Low cost ##### Cons - No WhatsApp Business Calling API - Only supports WhatsApp and Instagram - Limited AI features - Limited automation and integration - Poor customer support from an AI bot, difficult to reach a human ##### Pricing The price for Wati’s mid-tier plan is $99 for five users, making it one of the cheaper options for businesses on a tight budget. However, there’s a 20% markup fee on WhatsApp messaging costs and AI credits are also an add-on. #### Rasayel Rasayel is a business messaging platform designed to help B2B businesses manage communications over WhatsApp. It's often used by sales and marketing teams to automate workflows, and collaborate more efficiently. ##### Pros - Native CRM integration with HubSpot and Pipedrive or integrate with other CRMs via Zapier - AI agent built for sales takes inquiries instantly and passes leads to a human agent to close the deal. - Automates sales workflows - automate responses and assignments for faster replies and better internal collaboration ##### Cons - Limited to WhatsApp - No WhatsApp Business Calling API - Does not support WhatsApp catalogs - Limited analytics ##### Pricing Rasayel’s mid-tier pricing is $400 a month for up to 10 users, unlimited automation and a limit of up to 25,000 messages. #### Landbot Landbot positions itself as a no-code chatbot platform focused on creating conversational experiences for web and WhatsApp. It emphasizes ease of design, allowing businesses to build interactive lead capture and customer engagement flows without technical expertise. ##### Pros - Simple to set up - You can train the Landbot AI with documents and website content - AI Agents can capture lead personal details and route chats to agents - Integrations with HubSpot, Mailchimp and Google Sheets ##### Cons - WhatsApp and webchat only - No WhatsApp calling - AI Agents are still in Beta - Primarily a chatbot platform rather than a full conversation management platform or CRM - Expert bot development and support only available on their premium plan - Poor customer support ##### Pricing Landbot offers two mid-tier plans: Pro and WhatsApp Pro. The WhatsApp Pro plan, which includes access to the WhatsApp Business API, costs $220 per month and provides 2,500 web and Messenger chats, 500 AI chats, 10,000 WhatsApp messages and three seats. Potential extra costs include $0.10/AI chat and $25 per month per seat. While this covers basic usage, the fixed chat, message and seat limits make the plan less flexible. Businesses with growing teams or higher messaging volumes may quickly find themselves constrained, making it difficult to scale without added costs. #### Chatbase Chatbase is positioned as a chatbot builder that lets businesses create AI bots trained on their own data. It focuses on helping teams deploy FAQ-style assistants quickly, with a straightforward setup aimed at businesses that want to experiment with AI-driven conversations. ##### Pros - Easy to use - AI is trainable with documents, Notion sources and your website - AI agents can route chats and update lead properties automatically - You can experiment with different LLM models to get the best results ##### Cons - Only supports the following messaging channels: WhatsApp, Instagram, Messenger and website - A bit too niche for businesses looking for a more holistic solution beyond AI agents - Pricing relies on multiple add-ons that end up inflating the final cost - The mid-tier plan includes only basic analytics ##### Pricing The Chatbase Standard Plan costs about $150/month and includes up to 12,000 message credits, 2 AI Agents and 3 user seats. However, costs can rise if you exceed message credits, need more chatbots or want extras like custom domains or removal of Chatbase branding. This makes pricing less predictable for businesses with growing usage. #### Free plans and trial options Entry cost affects switching risk, but it should not be the only filter. The better pricing lens is how the billing model behaves once sales, marketing and support all need access. Per-user plans can look affordable until headcount grows, flat-rate plans often hide seat caps or usage limits and lower starting prices can be offset by WhatsApp markups, AI add-ons or longer billing commitments. Buyers should compare the total monthly cost of real usage, not just the sticker price. A practical way to compare shortlist cost is to model one month for a five to ten person sales, marketing and support team. Check the base plan, how many users are included before extra charges start, whether AI is bundled or sold through extra credits, whether WhatsApp fees include markups and whether monthly billing changes once the business commits longer. That exercise shows which price stays predictable when more agents need access or conversation volume rises. Respond.io offers a 7-day free trial and uses Monthly Active Contacts pricing, so cost follows the contacts a business actually speaks with in a month rather than every added agent. For growing mid-market B2C teams, that makes forecasting easier because team growth does not automatically force a pricing jump before active conversation demand actually increases. ### Verdict: Which is the best platform for your business needs? The right platform depends on where the team is in its growth curve, not just which channels it uses today. - Small teams with simple journeys: Tools like Zoko, Delightchat, Chatfuel, Landbot or Chatbase work well when volume is low, journeys are straightforward and one or two channels cover most conversations. They are easy to start with, but most hit a ceiling when team size, automation complexity or conversation volume grows. - Growing mid-market B2C teams: When teams need lead capture, qualification, routing and follow-up across WhatsApp and other key messaging, social, voice and email channels, a customer conversation management platform like respond.io is usually the better fit. Teams that still rely on drag-and-drop deal boards, required next steps, multi-pipeline visibility, lead scoring, permissions and forecasting should keep that structure in their CRM while respond.io handles the conversation work, updates lifecycle stages and hands high-value opportunities to the right person without forcing agents back into a deal-card workflow. - Tech-savvy teams building custom infrastructure: Chatwoot's self-hosted option is worth considering when engineering resources are available and full data control matters more than out-of-the-box depth. For growing mid-market B2C teams, respond.io is the strongest fit. It combines WhatsApp calling, AI Agents, lifecycle tracking and omnichannel coverage in a single platform — built for teams that have outgrown the tools that got them started. Its AI Agents manage both chat and voice interactions, follow up on conversations, understand voice messages, greet callers, answer basic questions, close politely and generate call transcripts. The typing indicator keeps responses feeling natural while AI Assist helps agents reply faster, translate messages, maintain tone and understand audio messages from customers. Whether your business is focused on WhatsApp or multiple channels, respond.io automates the entire customer journey in one place. Track the customer lifecycle with mature reporting features so you can optimize campaigns and conversions and provide better support. ### Try respond.io as the ideal Kommo alternative for growing businesses If you’re ready to make the switch from Kommo or you’re trying out a few solutions, consider a [free trial of respond.io](https://app.respond.io/user/register) to see for yourself how it can boost your business. Or if you have further questions about whether respond.io is right for you and need a demo, [contact us for a free consultation](https://respond.io/demo). ### Further reading If you've found this article helpful, consider these others to learn more about choosing the best conversation management platform. - 7 Best AI Chatbots for Customer Service - 5 Best WhatsApp Business Service Providers - VoIP CRM Integration: A Guide to Full-Context Conversations ## [10 Best Manychat Alternatives and Competitors in 2026](https:/respond.io/blog/manychat-alternative) Top 10 Manychat alternatives: Respond.io, Sleekflow, Wati, Trengo, Rasayel, Kommo, Chatfuel, Interakt, Bird, Podium. Choose the best one for your business. Are you looking for a [Manychat alternative](https://respond.io/alternatives/manychat) for your growing business? Manychat allows creators and businesses to connect their conversations from Instagram, WhatsApp, TikTok, Facebook Messenger, Telegram, SMS and email in a single inbox. It’s easy to use and offers basic automation features designed with creators and small teams in mind. However, businesses with larger teams that require more advanced automation and need features like [WhatsApp calling](https://respond.io/blog/whatsapp-business-calling-api), VoIP and [AI agents](https://respond.io/blog/conversational-ai-platform) may require an alternative. We’ve compiled the top ten Manychat alternatives to help make your decision easier. We’ll look at a few typical reasons businesses like yours need to consider an alternative and then get into the details of the solutions available. ### Why Do Businesses Look for Manychat Alternatives? While every business’s needs are different, here are a few of the most common reasons to look for another option. Whether you’re thinking of switching from Manychat or are considering subscribing to a conversation management platform for the first time, keep these in mind. #### Limited Channel Options Manychat supports WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, SMS and email. While this covers the most popular channels, businesses that frequently chat with customers on other channels like [WeChat](https://respond.io/blog/wechat-official-account), [LINE](https://respond.io/blog/line-business) and [Viber](https://respond.io/blog/viber-for-business) or require VoIP services or integration of custom channels will need another solution. #### Limited Number of Users Manychat is designed for solo creators or small teams, with the Pro Plan only allowing three users. Add-on fees for more users pile up quickly for businesses with growing teams. Larger businesses would benefit from choosing a solution that includes more users in each monthly plan. ![Image%20showing%20the%204%20Reasons%20to%20Look%20for%20a%20Manychat%20Alternative%20-%20Limited%20channels%2C%20limited%20number%20of%20users%2C%20lack%20of%20advanced%20automation%2C%20poor%20customer%20support](https://images.ctfassets.net/ph8r57dk1q9w/1LPVfmNlqwcs2vfJMcviaL/d4cfb9e55904b77cc4c94665329f6fa7/Practical_Guide___10_Manychat_Alternatives_Image_1.png) #### Lack of Advanced Automation Manychat offers basic automation features that are quick to set up, which makes it an attractive option to businesses just getting started with a conversation management platform. While Manychat promotes the ability to fully automate conversations, the types of chats it can handle are limited. Advanced features like autonomous AI agents and [complex routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) aren’t available, so as business needs expand, it’s necessary to look elsewhere. #### Poor Customer Support Many users have expressed frustration with Manychat’s limited support, which is only available via email and often leaves them without timely answers. ### 10 Manychat Alternatives: Pros, Cons and Pricing Now that we’ve covered the reasons to look into a Manychat alternative, let’s dive into the available options. Each have their pros and cons, so the best choice will depend upon your unique business needs. We’re including pricing for the most popular, mid-tier option for each although all products have limited entry plan and more advanced options. #### Respond.io Respond.io is an AI-powered, [omnichannel conversation management platform](https://respond.io/blog/omnichannel-communication) designed to help B2C businesses capture, convert and retain customers over chat, call and email. It offers advanced automation to manage leads and customers throughout their entire journey. ##### Pros of respond.io - Supports all popular channels and custom channels - supported channels include WhatsApp, TikTok, Facebook Messenger, Instagram, WeChat, LINE, Viber, Telegram, SMS, webchat and email. - WhatsApp features - supports high volumes of broadcasts without lagging, integrates with WhatsApp catalog and enables calling. - Offers VoIP - respond.io is one of just a few WhatsApp Business Solution Providers that enablesWhatsApp Business Calling API; VoIP for all other calling is also now available through our partner, Telnyx. - AI Agent and AI Assist - use AI Agents that learn from your entire company knowledge sources to provide instant replies, make live API calls to check order status or update CRM records, leave internal comments, qualify leads, answer FAQ and route customers to a human agent when needed. AI Assist helps agents give quicker, more accurate, on-brand replies with prompts, proofreading, translation and audio message understanding. - CRM integration - respond.io offers native integrations with HubSpot and Salesforce, and integrates with other CRMs and software via Make and Zapier. - Customer lifecycle management - track and manage customers through the entire lifecycle, to easily prioritize and target leads and customers and recognize causes of lost leads and how to improve conversions. - Excellent customer support - 24/5 live support via chat or call, and 24/7 AI agent support is available on every plan. ##### Cons of respond.io Learning curve - all the channels and features available may seem overwhelming, but our customer success team is ready to assist with onboarding ##### Respond.io Pricing Respond.io’s mid-tier Growth plan starts at $199 per month and allows 10 users. It includes unlimited automation, unlimited use of AI Agents and advanced reporting. There’s no limit to the number of stored contacts on respond.io’s Monthly Active Contact (MAC) pricing model. That means you only pay for the contacts you actually speak to in a month. The Growth plan includes 1,000 MACs. #### Sleekflow SleekFlow is a conversation management platform best suited for small to mid-sized teams. It connects popular messaging channels to a single inbox and automates chats and processes. That said, costs can climb with add-ons and higher-tier features while some users report performance issues on review sites such as G2. ##### Pros of Sleekflow - Supports most popular channels, including WhatsApp, Facebook Messenger, Instagram, TikTok, WeChat, LINE, Telegram, Viber and SMS. - CRM integrations - it has native integrations with HubSpot, Salesforce and Shopify and integrates with other software and CRMs via Zapier and Make. - AI Agent and AI Assist - Train an AI agent based on PDF uploads and web sources to answer inquiries and qualify leads. Use AI to assist with composing messages and maintaining brand tone. ##### Cons of Sleekflow - Performance issues - users report performance problems including lagging UI and slow response during peak times. - Poor customer support - standard support is chat-based, Monday to Friday 9am to 6pm across APAC, EMEA and LATAM, with faster support available in their Business Consultancy Service ($499 per month). ##### Sleekflow Pricing SleekFlow charges $399 per month billed monthly for the Premium AI plan, which includes 5 users. Connected WhatsApp Business numbers cost $15/month each on paid plans. Pricing is based on monthly active contacts, meaning the contacts you actively message in a billing cycle. *Note: SleekFlow's pricing varies by region.* #### Wati [Wati](https://respond.io/blog/wati-alternative) was built specifically for the [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api) and is a basic, low-cost option for businesses with small teams primarily using WhatsApp for marketing, sales and support. It also now supports Instagram and Facebook Messenger. ##### Pros of Wati - WhatsApp Catalog - Integrate WhatsApp API with WhatsApp Catalogs to easily share products - WhatsApp Broadcasts - Send high volumes of messages over WhatsApp without downtime - Chat automation workflows - Wati enables basic automation for conversations and can send instant replies to click to chat ads - Low cost - Wati initially looks like a budget option, so it's popular with small businesses. However, growing businesses will find the mark-ups and add-on fees pile up fast. ##### Cons of Wati - No WhatsApp Business Calling API - while Wati has many WhatsApp API features, it does not support WhatsApp Calling, so you can’t jump into a quick call with customers when you need to. - Only supports WhatsApp, Instagram and Facebook Messenger - if your business uses popular channels like TikTok, it can be a challenge to keep up with messages in siloed channels. - Limited AI features - While Wati does offer an AI agent, it is only for support rather than sales and offers no option to route to a human agent. ##### Wati Pricing The price for Wati’s mid-tier plan is $99 for five users, making it one of the cheaper options for businesses on a tight budget. However, there’s a 20% markup fee on WhatsApp messaging costs and AI credits are also an add-on. #### Trengo [Trengo](https://respond.io/blog/trengo-alternative) is a subscription-based platform that connects popular communication channels including WhatsApp and Facebook Messenger to a single inbox. It’s best for small businesses that send low volumes of messages for sales and support over chat. As Trengo was designed for support, its new marketing and sales features lack maturity, and add-on fees can be steep. ##### Pros of Trengo - Supports custom channels and VoIP - Few platforms support calling, so Trengo’s VoIP options make it an attractive choice for businesses that require this feature. It also supports integration of custom channels for enterprises. - Analytics focused on support metrics - Trengo was built for support and offers advanced analytics around metrics related to this use case. - CRM integration - Trengo integrates with HubSpot, Salesforce, Shopify and Magento for additional fees. ##### Cons of Trengo - Poor customer support - as the Trengo support team is only available during Central European office hours, getting in touch with support can be a challenge. - No WhatsApp Business Calling API - while Trengo supports VoIP, it does not support WhatsApp calling, so if you need to jump into a call with customers, you can’t do it directly from WhatsApp. - AI chatbot is mainly focused on FAQs and basic support; does not support advanced AI actions like handling processes - Limited automation - workflow automations come with additional fees and cannot support complex business processes. ##### Trengo Pricing Trengo’s mid-tier pricing begins at $695 per month for 20 users, but essential features such as broadcast messaging come at an additional cost. This plan includes a cap of 18,000 conversations annually, with extra charges applying if you exceed that limit or use AI-powered conversations. #### Rasayel Rasayel is a business messaging platform designed to help B2B businesses manage communications over WhatsApp. It's often used by sales and marketing teams to automate workflows, and collaborate more efficiently. ##### Pros of Rasayel - CRM integration - get native integrations with HubSpot and Pipedrive or integrate with other CRMs via Zapier. - AI chatbot with smooth transition to human agent - An AI agent built for sales takes inquiries instantly and passes leads to a human agent to close the deal. - Automates sales workflows - automate responses and assignments for faster replies and better internal collaboration ##### Cons of Rasayel - Limited to WhatsApp - WhatsApp is the only channel supported, so this solution won’t work for businesses requiring omnichannel communication - Does not support WhatsApp Business Calling API - while Rasayel supports many WhatsApp features, it does not support WhatsApp Calling, so you can’t jump into a quick call with customers when you need to. - Limited analytics - the reporting features are basic so it’s not possible to track the entire customer lifecycle. ##### Rasayel Pricing Rasayel’s mid-tier pricing is $400 a month for up to 10 users, unlimited automation and a limit of up to 25,000 messages. #### Kommo [Kommo](https://respond.io/blog/kommo-vs-manychat) is a messaging-first CRM built for small to mid-sized businesses that sell over chat. It connects all popular channels, including WhatsApp, Instagram, Facebook Messenger, email and more into one inbox, with tools to manage conversations, track deals and follow up automatically. If your team chats with leads daily and wants a simple sales pipeline that lives alongside those chats, Kommo might be worth a look. ##### Pros of Kommo - Unified channels - You can connect WhatsApp, Instagram, Messenger, email and more, all in one unified inbox - Basic automation - Kommo provides basic no-code automation to help teams handle repetitive tasks and follow-ups - Easy setup - Simple onboarding and interface make it easy to get started without too much technical help - Affordable - Kommo tends to be reasonably priced for smaller teams ##### Cons of Kommo - Outdated look - The Interface can feel outdated and clunky compared to other solutions - Reporting limits - Limited reporting and analytics compared to larger CRMs - No calling - No built-in VoIP support for voice calling - Laggy performance – Users have reported bugs and occasional slowness, especially when multitasking or handling high volumes of chats - Support hours - Customer support is only available during business hours; response times may be delayed ##### Kommo Pricing Kommo’s Advanced plan costs $25 per user per month, billed every 6 months. It includes features like Salesbot (for building no-code chatbots), automations and broadcast messaging. Each user can manage up to 5,000 active leads and store up to 25,000 contacts and companies. #### Chatfuel [Chatfuel](https://respond.io/blog/manychat-vs-chatfuel) is a no-code chatbot builder made for small businesses and solo entrepreneurs who want to automate simple conversations on popular channels like Messenger, Instagram and WhatsApp. It’s easy to use and works well for answering FAQs, sending reminders and running basic campaigns. That said, once your messaging needs grow more complex or span more channels, it can start to feel a little boxed in. ##### Pros of Chatfuel - Easy-to-use - Intuitive drag-and-drop builder for Messenger, Instagram and WhatsApp - Entry points - Supports click-to-chat ads, QR codes and basic website widgets - Basic integrations - Integrates with tools like HubSpot and Google Sheets via third-party platforms ##### Cons of Chatfuel - Channel limits - No support for channels beyond Messenger, Instagram and WhatsApp - Missing key features - Lacks contact merge and omnichannel inbox features - Analytics gap - Broadcasts are limited to WhatsApp and are missing in-depth analytics - Automation ceiling - Automation is basic, with no advanced features like smart triggers or lifecycle tracking ##### Chatfuel Pricing Chatfuel prices Facebook and Instagram separately from WhatsApp. The Business plan for Facebook and Instagram starts at $23.99/month, while the WhatsApp Business plan starts at $41/month for 1,000 conversations (plus Meta fees). #### Interakt Interakt is a messaging tool built for small businesses that sell, support or market through chat. It’s popular in India and other WhatsApp-first markets, with features to manage customer conversations, send broadcasts and set up basic automations. If your entire messaging strategy lives on WhatsApp and Instagram, Interakt is a simple way to get started. ##### Pros of Interakt - WhatsApp and Instagram first - It’s a dedicated tool built specifically for WhatsApp and Instagram - Inbox tools - Shared inbox, catalog sharing and bulk messaging is included - Ad support - Click-to-chat ads and automated replies are available features - Budget-friendly - Affordable pricing suitable for small teams and SMBs - Integration support - Integrations are possible with popular e-commerce platforms like Shopify and WooCommerce and CRMs and payment gateways (e.g., Zoho, Razorpay) ##### Cons of Interakt - Limited channel support - Primarily supports WhatsApp and Instagram only - Simple flows - Doesn’t offer advanced workflow automation - Basic UI - UI tends to feel overly basic and limited once your needs grow - Support quality - Customer support has mixed reviews, with some reports of slow or unhelpful responses ##### Interakt Pricing **T**he Growth plan is $49/month and includes support for both WhatsApp and Instagram, access to broadcast campaigns, basic automation like greetings, FAQs and chatbot flows and up to 5 custom events for conversion tracking. You’ll also get unlimited agents, unlimited conversations and contacts, but Meta’s standard per-message charges apply. #### Bird [Bird](https://respond.io/blog/alternatives-messagebird) (formerly MessageBird) is a customer communication platform that offers SMS, Email, and WhatsApp messaging under one roof. It’s designed for businesses that want to run campaigns across multiple channels without getting too technical. While Bird covers the basics, its pricing structure isn’t very transparent and tends to be on the higher side. ##### Pros of Bird - Multi-channel support - Supports SMS, email and WhatsApp from a single platform - Transparent rates - No extra markup on WhatsApp or SMS messages - Built-in CRM - Comes with a contact database to help you organize and segment your audience. - Automation-ready - Includes tools to create journeys and run multichannel campaigns. ##### Cons of Bird - Limited channel support - Lacks support for other popular channels like Messenger, Instagram, Telegram and more - Lacking key features - No built-in tools for merging duplicate contacts - Steep learning curve - The Interface can feel a bit technical for smaller teams - Confusing pricing – Requires annual billing to access base rates, with additional fees for messaging, phone numbers and inbox seats that aren’t obvious upfront - Support cost - Customer support is not offered by default and requires a $500/month add-on payment ##### Bird Pricing Bird uses a pay-as-you-go model starting at $45/month for up to 3,000 contacts. This includes access to all core features like email, SMS, WhatsApp marketing and automation. You’ll pay separately for WhatsApp and SMS messages charged by third-party providers, phone numbers and additional seats for Bird’s Inbox. For businesses with more than 50,000 contacts, custom pricing is available and you’ll need to contact their Sales team. #### Podium Podium is a communications platform that’s a bit of a Swiss knife. It helps businesses manage messaging, reputation management and payments all from one place. With tools to collect reviews, send messages across multiple channels (including SMS) and accept payments, it’s built to improve how businesses connect with their customers. ##### Pros of Podium - Inbox hub - Manage customer conversations across multiple channels from one inbox - Reputation lift - Easily request and respond to customer reviews from sites like Google and Facebook, all within the Podium platform to enhance your online reputation - Promotional reach - Send promotional messages and updates directly to customers’ phones - Payment flow - Securely accept payments from customers through text messages - Outreach tools - Automate follow-ups, SMS and email campaigns ##### Cons of Podium - Premium pricing - Podium can be quite expensive, especially for smaller businesses - No public rates - Pricing is not transparent; you need to contact their team directly for a quote - Inconsistent help - Customer support is reportedly inconsistent in terms of responsiveness and quality - Poor retrieval - Searching old conversations is inconvenient, requiring users to remember specific details like contact names ##### Podium Pricing The Pro tier is Podium’s most popular plan, adding advanced features on top of the basics. It includes tools like AI Instant Answers, automatic lead routing, lead capture forms, advanced automations and customer segmentation. Businesses can also utilize text-based messaging with images and GIFs, create surveys and benefit from lower payment processing fees. That said, as with all Podium plans, pricing isn’t listed online, so you’ll need to contact their team directly to get a quote. ### Which is the Best Platform for Your Business Needs? Businesses on a tight budget that only require a few users may choose Wati, Chatfuel, Interakt or Kommo. Rasayel is the only option designed specifically for B2B businesses. All the options offer a range of automation features, but the best all-around that supports the most channels with reliable, advanced AI while automating your customer journey is respond.io. Respond.io supports all popular channels and includes WhatsApp Business Calling API, VoIP and custom channels. Get native integration with HubSpot and Salesforce and integrate with other software via Zapier, Make or APIs. ![Icons%20showing%20why%20respond.io%20is%20a%20better%20fit%20for%20your%20business%3A%20Supports%20all%20popular%20messaging%20channels%20and%20custom%20channels%2C%20merge%20contacts%20across%20channels%20for%20a%20unified%20customer%20profile%2C%20advanced%20automation%20for%20complete%20business%20processes%2C%20supports%20broadcasts%2C%20high%20platform%20uptime%20with%2024/5%20customer%20support](https://images.ctfassets.net/ph8r57dk1q9w/5DkO7v5aQuh8WkIH4hFBvs/4b36821c0781a470a7da93fa1dc1c724/Sleekflow_Alternative_-_Image_12.png) While other platforms include AI, Respond.io's AI was designed with the customer journey in mind and [learns from your entire website and business documentation](https://respond.io/help/convert-leads/how-to-choose-the-best-knowledge-sources-for-ai-agents) to provide fast, accurate answers. Unlike other platforms that only use AI as a chatbot, respond.io enables workflows to automate the sales process, performing complex routing tasks. Moreover, respond.io's [AI Agent](https://respond.io/blog/how-respondio-ai-agents-work) can handle both chats and calls. It understands voice messages, follows up on conversations and shows a typing indicator for a more natural experience. During calls, it can greet customers, answer basic questions, close politely and generate call transcripts for recordkeeping. Meanwhile, human agents can transfer WhatsApp calls mid-conversation, keeping customers on the same line with a brief waiting tune before the call resumes. Together, these updates make respond.io a complete solution for scaling customer engagement across chat and voice. Other platforms offer limited support, but respond.io ensures your onboarding experience sets your business up for success, and our support team is available live 24/5 via chat and call and via AI agent 24/7 to assist with any inquiries. Plus, our [99.999% platform uptime](https://respond-io.betteruptime.com) guarantees you’ll never lose a customer due to lagging or downtime. ### Try Respond.io to Grow Your Business Over Chat We recommend respond.io as the best Manychat alternative for growing businesses. If you need to chat with and call customers on multiple channels, manage the full customer lifecycle with advanced automation and ever-expanding features, [try respond.io for free](https://app.respond.io/user/register) or [contact us for a consultation](https://respond.io/demo) to discuss how we can meet your business needs. ### Further Reading If you’ve found this article helpful, check out these other blogs for more detailed comparisons. - Kommo vs Manychat vs Respond.io - Manychat vs Chatfuel vs Respond.io - 4 Respond.io Alternatives to Consider ## [10 Best Omnichannel CRM Platforms: Features & Pricing Compared](https:/respond.io/blog/best-omnichannel-crm) The 10 best omnichannel CRM platforms: respond.io, Kustomer, Kommo, Salesforce, HubSpot, Zendesk, Intercom, Zoho CRM, Zendesk and Freshdesk. This article compares the best omnichannel CRM options for B2C sales and support teams that need one place to manage high-volume customer conversations across chat, email, and calls. But as [customers now engage across multiple touchpoints](https://respond.io/blog/best-software-to-manage-customer-interactions) — from email and chat to social media and phone — traditional CRMs often struggle to keep up. In this definitive guide, we’ll cover: When conversations get fragmented across channels, teams miss leads, duplicate follow-ups, and lose conversions — which directly reduces revenue and wastes paid acquisition spend. - What makes a great omnichannel CRM - How to choose the right one for your business - Top 10 omnichannel CRM platforms compared ### Evaluation Criteria for the Best Omnichannel CRM #### 1\. Channel coverage An omnichannel CRM should cover all the channels your customers use, from WhatsApp and email to social media DMs and phone calls. Multi-channel support ensures that no interaction is missed. Not all messaging integrations are equal. When evaluating channel support, look for: - Official WhatsApp Business API access: This ensures compliance, higher message limits and access to features like message templates and catalog sharing. Unofficial workarounds risk account bans. - Shared team access from one number: Multiple agents should be able to respond from the same WhatsApp or Instagram account without switching devices or losing conversation history. - Conversation merge across channels: If a customer messages on WhatsApp today and Instagram tomorrow, the platform should automatically link both to the same contact record. - Automation on messaging apps: Look for the ability to trigger workflows, send payment links, qualify leads and route conversations — all within WhatsApp, Instagram or TikTok, not just email. - Stable native support: Native integrations are more reliable than third-party connectors. Ask whether the platform maintains direct partnerships with Meta, TikTok and Telegram. For marketing and sales leaders, weak messaging support means slower replies, lost leads and lower conversion rates on high-intent channels. Buyers should also test whether a platform is truly omnichannel or only [multichannel](https://respond.io/blog/multichannel-communication) during a live demo. A multichannel tool can reply on several channels, but each one may keep its own record, owner and history. A true omnichannel platform keeps one continuous customer profile across channels. The quickest proof is a continuity test: ask the vendor to move the same customer from an ad click to WhatsApp, then Instagram, then a voice call. Identity, owner, lifecycle stage and prior conversation history should stay intact at every step. If the demo creates a new record, resets automation or hides past outcomes, the tool is multichannel in practice and will leak leads during handoffs. A multichannel tool lets teams reply on several channels, but each channel often keeps its own record, owner and history. A true omnichannel platform keeps one continuous customer profile across WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, email and voice so the next agent sees the full journey without asking the customer to repeat anything. If channel switches still create separate records, break automation or hide previous outcomes, the platform is multichannel, not omnichannel. That difference directly affects follow-up quality, lead conversion and how much revenue leaks when teams lose context. #### 2\. Integration capabilities If your new omnichannel CRM doesn’t talk to your existing tech stacks, it will be useless. That’s why a CRM should integrate with popular business tools like Google Sheets or even other CRMs like Salesforce and HubSpot. Good looks like two-way sync for contacts, lifecycle stage, conversation outcomes and voice call data (transcripts, recordings, summaries), so campaigns and follow-ups do not stall when a lead switches channels. Buyers should also verify that those updates appear fast enough to guide the next action, especially when a lead moves from an ad to messaging to a call in a short window. Buyers should also verify that those updates appear fast enough to guide the next action, especially when a lead moves from an ad to messaging to a call in a short window. In a live demo, ask the vendor to move one contact from an ad click to WhatsApp, then Instagram, then email or voice and confirm that the owner, lifecycle stage, notes and summaries update immediately in both the unified profile and the connected CRM. If those updates lag, teams can send duplicate outreach, route the lead to the wrong person or miss the right follow-up window while intent is still high. A strong platform keeps routing, reporting and connected systems current enough for teams to act on the latest context. #### 3\. Customer lifecycle tracking & management A good omnichannel CRM should provide one live customer profile that carries identity, conversation history, lifecycle stage, ownership and outcomes across every touchpoint. That profile should stay intact when a customer moves between WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, email and voice so sales and support teams always work from the same context. When records stay split by channel, teams mistime follow-ups, send duplicate outreach and lose visibility into which conversations turned into revenue or repeat business. Buyers should check whether the platform can merge contacts across channels, preserve a continuous timeline and let automation act on the full customer journey instead of one conversation at a time. In practice, that means the contact's stage should stay current when a conversation moves from social or messaging to email or voice, every handoff should be visible in the same profile and stalled leads should trigger the next follow-up automatically. A platform that only stores activity is not enough. Before buying, revenue teams should map one real revenue journey instead of reviewing channels in isolation. For example, a prospect clicks a paid social ad, starts a WhatsApp conversation, goes quiet, reappears on Instagram or email and then moves to a voice call before the sale closes. In a live demo, buyers should ask the vendor to run that exact path and verify five things: one contact record stays intact, ownership stays with the right team unless routing rules intentionally change it, lifecycle stages update at each step, follow-up triggers fire automatically when the lead stalls and attribution remains tied to the original source. If any channel switch creates a new record, drops ownership, resets the stage or breaks attribution, the platform will leak revenue during handoffs. #### 4\. AI and automation Automation that routes, assigns and follows up without manual effort is the core efficiency gain. Buyers should test whether AI Agents and workflow rules can route by intent, product line, language, lifecycle stage, customer value, agent availability and service-level agreement risk from one queue. When routing matches those rules, teams respond faster, keep high-value prospects out of the wrong queue and reduce stalled conversations. But there is a difference between isolated automations and true journey orchestration. Basic automation handles one action, while orchestration connects the next action across channels and stages. For example, a lead can arrive on WhatsApp, AI Agents can qualify intent and update the lifecycle stage, the platform can route the conversation to the right team, trigger email re-engagement if the lead goes cold and escalate high-value opportunities to voice. The best platforms make that path visible so managers can see where prospects drop out and fix the step that is slowing conversion. The best platforms let you build these sequences visually, track where prospects drop out and optimize each step. For revenue teams, this means moving more leads through the funnel with less manual chasing — and knowing exactly where to fix leaks. A strong knowledge base therefore becomes a self-service engine that benefits both customers and agents: - Customer self-service: When AI can pull answers from your knowledge base, customers get instant responses to common questions without waiting for an agent. This deflects repetitive inquiries and keeps your team focused on high-value conversations. - Agent assistance: During live conversations, agents can search the knowledge base for accurate answers instead of guessing or escalating. This speeds up resolution and improves consistency. - Answer consistency: A centralized knowledge base ensures every team member — human or AI — gives the same correct answer, reducing errors and building customer trust. The result: your team spends less time on low-value questions and more time on sales conversations and recovery opportunities that actually drive revenue. #### 5\. Reporting and analytics Robust reporting tools help buyers track performance, identify bottlenecks and make better decisions across the full customer journey. The most useful platforms report in real time across chat, social messaging, email and voice from one view instead of forcing managers to piece together separate channel dashboards. When comparing tools, buyers should look for metrics that connect operations to revenue, including: - First response time by channel - Lead qualification rate - Follow-up completion rate - Conversion to opportunity or sale - Lost-conversation recovery - Team productivity by agent or team - AI-assisted handover quality This level of reporting makes it easier to spot where leads stall, where service quality drops and which channels deserve more budget. It also makes Meta Conversions API data more useful because teams can connect ad spend to conversation outcomes instead of clicks alone. It sends solid proof of sales and leads from chat apps (like WhatsApp) directly to Meta, fixing tracking problems caused by browser settings. This means your ads reach the right people, and your money is spent more effectively. #### 6\. Scalability and reliability Reliable platforms ensure conversations, data syncs and automations run smoothly so your business never misses a lead or sale. But reliability is only part of the equation — you're also buying the speed and quality of implementation support. When evaluating vendors, ask: - Who owns onboarding? Is there a dedicated implementation team, or are you left with documentation and email support? - Is a dedicated Customer Success Manager included? For high-volume teams, having a named contact who understands your business accelerates problem-solving and optimization. - What are the support hours and escalation paths? If your team operates across time zones, 24/5 or 24/7 support matters. Understand how quickly critical issues get escalated. - Does the product roadmap align with your growth? Ask what messaging and AI features are planned for the next 12–18 months. A platform that isn't investing in WhatsApp, TikTok or AI agents may not keep pace with your needs. Weak onboarding and reactive support delay adoption, slow campaign launches and postpone the revenue impact buyers are paying for. Pricing should be evaluated with the same discipline because entry price alone does not show what the platform will cost once conversation volume grows. Buyers should compare Monthly Active Contacts pricing against per-seat, per-agent and usage-based models, then check for extra charges tied to WhatsApp messaging, voice, AI features, reporting and onboarding. Predictable pricing matters when contact volume rises faster than headcount. A platform can look inexpensive at the start and become costly once more agents, more channels or more automation are needed. #### 7\. Fast time-to-value and rollout readiness The best omnichannel CRM is one your team actually uses, and rollout usually fails for a few predictable reasons. - Messy contact data creates duplicate records, repeated outreach and weak automation. Buyers should pressure-test deduplication, field mapping and contact merge before launch. - Disconnected channel ownership slows qualification and causes missed handoffs. Buyers should define who owns each channel, when conversations change hands and what triggers reassignment. - Low team adoption leaves the platform underused even when the product is strong. Buyers should ask how training, access controls and manager reporting will reinforce the new workflow after go-live. These checks matter because rollout problems usually show up first as lost context, slower follow-up and lower conversion. Before committing, assess how quickly you can start generating revenue from the platform: - Start with your highest-converting channels firs: Connect WhatsApp or Instagram before adding every possible channel. Get wins early, then expand. - Clean up contact data before migration: Duplicate or outdated records slow adoption and confuse automation. Deduplicate and standardize before import. - Map routing and automation logic before launch: Decide who handles which conversation types and what triggers follow-ups. Document this before building workflows. - Budget for team training and integration time: Even intuitive platforms require onboarding. Plan for 1–2 weeks of ramp-up before expecting full productivity. The goal is fastest path to revenue, and that starts with a rollout plan tied to business outcomes. - Define success before launch: Set a small group of revenue and service indicators such as lead qualification, response speed, follow-up completion and conversion visibility. - Audit the current journey: Map where conversations enter, who owns each handoff and where leads currently stall or get lost. - Launch in phases: Start with the highest-intent channels and core routing paths, then add more channels and automations after the first workflow is stable. - Review early performance after go-live: Check whether ownership, lifecycle updates and follow-up rules are working as planned, then fix bottlenecks before scaling. This approach helps buyers shorten time-to-value, avoid stalled adoption and prove platform impact quickly. ### Comparison Table: Best Omnichannel CRM Tools at a Glance | Tool | Best For | Main Uses | Pricing | | --- | --- | --- | --- | | respond.io | High-volume B2C chat + calls | Unified inbox, contact merge, routing, workflows, AI Agents | From $199/mo (10 users) | | Kustomer | B2C support with complex service needs | Unified timeline, workflow automation, AI insights | From $89/user/mo | | Kommo | Small teams: chat-led sales with pipeline | Pipeline management, WhatsApp/Instagram messaging, Salesbot | From $15/user/mo | | Trengo | Shared inbox for support + sales teams | Omnichannel inbox, automation rules, AI HelpMate | From $19/user/mo | | Salesforce | Large enterprise B2C service organizations | Omnichannel routing, Einstein AI, Service Console | From $25/user/mo | | HubSpot | B2B/B2C marketing + sales CRM | Contact management, Marketing Hub, Sales Hub, Service Hub | Free; paid from $20/user/mo | | Zendesk | Ticket-based B2C support | Omnichannel ticketing, AI Agents, Help Center, reporting | From $19/agent/mo | | Intercom | Digital-first in-app support | Inbox, Fin AI Agent, product tours, outbound messaging | From $29/seat/mo | | Zoho CRM | Small-business multichannel CRM | Multichannel comms, Zia AI, Blueprint workflows | From $14/user/mo | | Freshdesk | Teams new to helpdesk software | Ticketing, Freddy AI, collaboration tools | Free up to 10 agents; from $15/agent/mo | ### Tool List: Best Omnichannel CRM Platforms Compared Now that we know what to look for in an omnichannel CRM, let’s compare the best options available today. ##### Respond.io - Customer conversation management for high-volume omnichannel chat and calls Respond.io is a customer conversation management platform built for high-volume, multi-channel customer conversations across WhatsApp, social DMs, email, and calls. We recommend respond.io for its scalability, support for all the important chat and call channels and AI capabilities. ![](https://images.ctfassets.net/ph8r57dk1q9w/2KmiMdlHr5kKYHiOqe4vwW/25b7f3dd8e672a768dffc227a987f513/respondio.jpeg) ###### Best for: - Scaling B2C businesses with high-volume messaging across WhatsApp, Instagram, TikTok, and email that need unified routing, automation, and AI agents. ###### Customer sentiment and platform rating - Customers praise respond.io for its intuitive interface, omnichannel integration, strong automation features and excellent support. However, drawbacks cited by users include pricing and limitations in certain advanced features.G2 rating: 4.8/5Capterra rating: 4.6/5 - G2 rating: 4.8/5 - Capterra rating: 4.6/5 ###### Features - Channels: Supports channels like WhatsApp, Facebook Messenger, Instagram, Viber, Telegram, TikTok, WeChat, SMS, email, and calls via WhatsApp, Telnyx and n8. - Integrations: Sync data across Salesforce, HubSpot, Zapier, Make, Google Sheets and more, including voice call transcripts, recordings and AI summaries via webhook. - Dashboards and reports: Measure team efficiency, AI impact and ad campaign performance to find areas of improvement and optimize operations. - Lifecycle: Track and manage leads in the sales funnel. - AI capabilities: AI agents can handle chats and calls, send payment links, update contact details, summarize conversations, reply to voice messages, read images and PDFs and more. - Workflow automation: Use the automation builder to capture leads, send follow-ups, route messages and assign tasks. AI agents can also trigger these workflows. - Differentiator: contact merging across channels plus workflow automation let you treat WhatsApp, Instagram, and email as one revenue workflow instead of separate channel silos. ###### Pros - It supports more messaging and voice channels than most omnichannel CRMs. - Unifies WhatsApp, Instagram, TikTok, email, and calls into one timeline so agents don't lose context when customers switch channels. - Flexible workflow automation with AI Agents that can handle customer queries 24/7. - Native calls feature combines voice and messaging in one platform. - Extensive CRM capabilities including lifecycle management and third-party CRM integrations. ###### Cons - The initial setup and customization may take time and require some technical expertise. - If you only need basic ticketing and not conversation-driven lead qualification or routing, the automation depth may be more than you need. - The breadth of features can feel overwhelming for smaller or less technical teams. ###### Pricing respond.io uses Monthly Active Contacts (MAC) pricing. It starts at $199/month for 10 users, which includes unlimited workflows, unlimited AI credits, advanced reporting and onboarding assistance via chat or call. ##### Kommo - CRM-first conversational sales ![](https://images.ctfassets.net/ph8r57dk1q9w/37Ui770mNm4zMUoOwJZjz3/c6c52d314a4beef05a96a03ab517fff5/kommo_omnichannel_ai_sales_showing_multiple_languages__1_.jpg) ###### Best for: - Small to medium-sized businesses (SMBs) and sales teams who need a CRM-first solution that is highly specialized in visual pipeline management and automating lead capture/nurturing over messaging apps. ###### Customer sentiment and platform rating - Kommo is consistently praised for being an affordable and user-friendly platform, with reviewers highlighting its intuitive design, strong lead management features and good customer support. However, sentiment indicates functional limitations: the platform receives lower marks for customization (and the built-in reporting can be basic), as well as concerns about mobile user support.G2 rating: 3.8/5Capterra rating: 4.3/5 - G2 rating: 3.8/5 - Capterra rating: 4.3/5 ###### Features - Channels: Major messaging apps (WhatsApp, Instagram, Telegram, etc.), Email and Telephony/SMS (via Twilio/RingCentral). - Integrations: Connects with Zapier, Make, Shopify, Zendesk, and Stripe; does not natively integrate with major CRMs like Salesforce/HubSpot. - Dashboards & Reports: Customizable dashboards with real-time widgets to track KPIs, lead distribution, message volume, and median reply time. - AI Capabilities: AI Agent handles engagement, qualification, FAQs (using uploaded data), and product recommendations. AI Copilot tools adjust tone, summarize, and suggest replies. - Workflow Automation: Visual builder (Salesbot) creates complex bots for greetings, data gathering, appointments, and payments. Digital Pipeline automates actions based on lead stage. ###### Pros - Its no-code Salesbot and Digital Pipeline effectively automate lead qualification and nurturing via chat. - The platform is often cited as affordable and a strong value for money, especially for small businesses. - The simple, visual interface makes the platform easy to learn and encourages fast team use. - It structures the sales funnel well, helping teams track leads and prevent contacts from being lost. ###### Cons - Lack of deep customization for reports and custom plugins. - It lacks native integrations with major enterprise CRMs like Salesforce or HubSpot. - Email communication can be kept separate from instant messenger chats, potentially fragmenting the full customer history. - The interface is not as modern as newer, purely chat-focused platforms. - Customer support is primarily available only during business hours, which can affect global sales teams. ###### Pricing Kommo pricing starts at $15/user/month. The Kommo Advanced Plan costs US $25 per user/month, but requires a minimum six-month contract billed upfront totaling $150. There are no monthly billing options available. Potential extra costs are typically limited to third-party service fees, such as the actual conversation charges Meta applies when using the WhatsApp Business API. ##### Trengo - All-in-one conversational support hub ![](https://images.ctfassets.net/ph8r57dk1q9w/3Jij7JTdXaXfHaQ9YCTfdo/85e0d1a06efcc3e7a784bff04011b872/trengo_inbox.png) ###### Best for: - Mid-market businesses that need to unify support communications (including email, chat, and voice) into a single team inbox. ###### Customer sentiment and platform rating - Trengo is highly praised for its ease of use, customer support and its core strength in centralizing all communications (including email and voice) into a unified team inbox. However, frequent criticisms point to the platform being expensive compared to alternatives, concerns about inbox sync issues, limitations in advanced features/analytics and drawbacks related to the mobile app and minimum user requirements.G2 rating: 4.3/5Capterra rating: 4.1/5 - G2 rating: 4.3/5 - Capterra rating: 4.1/5 ###### Features - Channels: Unifies all channels, including WhatsApp, Email, Live Chat, Voice/Telephony, SMS, Facebook, Instagram, Twitter and Telegram. - Integrations: Integrates with major external tools like Shopify, Zendesk, Salesforce, HubSpot and Zapier to sync data and enable actions. - Dashboards and Reports: Customizable dashboards for monitoring KPIs. Includes detailed reports on team performance, conversation volume and customer interactions. - AI Capabilities: AI Agent (HelpMate) provides automated responses and suggested replies to speed up agents. AI Journeys automate conversations and workflows across multiple channels. AI Actions allow the AI Agent to trigger external APIs (GET, POST, etc.) for tasks like checking order status. - Workflow Automation: Uses Rules and Automation for handling basic repetitive tasks (e.g., auto-replies, conversation routing) and advanced AI Journeys for complex, multi-step, multi-channel workflows. ###### Pros - Strong team collaboration features like internal comments and assignments facilitate easy and effective team coordination on customer issues. - Powerful automation base includes Auto Replies, Quick Replies and rules to handle basic, time-consuming workflows. - Consistently praised for helpful, friendly and efficient customer support. - Flexibility in billing offers both monthly and discounted annual billing options. ###### Cons - Pricing model is often cited as expensive compared to rivals with more advanced features/capabilities. - High minimum user requirements (typically starting at 10 or more users). - Pricing is based on a fixed conversation allowance; exceeding this limit incurs additional per-conversation fees, which can lead to unpredictable monthly costs. - AI/Chatbot features and some integrations are often restricted to the higher-tier Pro and Enterprise plans. - Users have reported issues with inbox sync and stability in the mobile app. ###### Pricing Trengo pricing starts from $19/user/month. The Trengo Pro plan is a bundle starting at approximately $695 per month (monthly billed, USD equivalent), which includes 20 user seats and a set conversation allowance (typically 1,500/month). Extra agents cost an additional per-user fee (around $30-$50/month each). The most significant variable cost is the overage fee applied when you exceed the conversation limit, plus potential charges for premium AI features (like advanced AI Actions). ##### Intercom — Conversational omnichannel CRM ![](https://images.ctfassets.net/ph8r57dk1q9w/5tjY5zDyn4TSrKVFbsA5zk/8f1d4c4ee14903028f82ac8ad802c106/Intercom_inbox.png) ###### Best for: - SaaS and digital-first customer engagement. ###### Customer sentiment and platform rating - Intercom is highly valued for its intuitive chat interface, strong engagement tools, seamless web/app integration and real-time user tracking with effective automation flows. However, customers frequently cite significant drawbacks related to cost and capability gaps, including high costs and pricing complexity when scaling, weaker analytics and less robust ticket-management features.G2 rating: 4.5/5Capterra rating: 4.5/5 - G2 rating: 4.5/5 - Capterra rating: 4.5/5 ###### Features - Channels: Intercom supports in-app chat, web chat, email, mobile push and messaging via connectors for social/IM apps such as WhatsApp and SMS. - Integrations: Intercom offers an app store with hundreds of apps and integrations, and connects with major systems such as CRMs, BI tools and Slack. - Dashboards and reports: The platform provides analytics and reporting features, including conversation analytics, user behavior tracking, team productivity dashboards and custom charting. - AI capabilities: Its “Fin” AI agent and other AI-driven features enable automated responses, conversation triage/triaging, agent assist, and workflow automation based on behavior and context. - Workflow automation: Intercom includes a visual workflow builder with triggers and rules (e.g., "user does X → send message/route to agent"), routing logic, bots + automation of routine tasks. ###### Pros - Strong at enabling real-time conversation and engagement across web/app for SaaS-centric businesses. - Deep automation and AI features (chatbots, routing, behavioural triggers) help scale support and engagement. - Rich integrations ecosystem enabling linking chats to CRM, product metrics and marketing platforms. - Clean, modern UI and intuitive experience for end-users and agents in many cases. ###### Cons - Pricing and usage model are complex: many users report unexpected cost spikes, particularly with AI-agent resolutions or messaging overages. - Traditional ticketing/work-order features (e.g., union of chat + ticket) and advanced analytics are weaker compared with dedicated service platforms. - Implementation and ROI vary: although UI is friendly, getting full value often requires considerable setup and configuration. - For smaller businesses or high-volume support use-cases the per-seat + usage model may become cost-prohibitive. ###### Pricing Intercom pricing starts at $29/seat/month. - The most popular plan is the Advanced tier, which costs around US $99 per seat per month when billed monthly. - The platform charges US $0.99 per resolution for its AI “Fin” agent, which handles automated responses and triaging. - “Proactive Support Plus” starts at approximately US $99 per month for up to 500 proactive messages. Additional usage-based fees can apply for channels like SMS, WhatsApp, and phone calls, meaning total costs can increase depending on team size and messaging volume. ##### Salesforce — Enterprise omnichannel backbone ![](https://images.ctfassets.net/ph8r57dk1q9w/7Dr5qPPlZdxXq1CSxMkDIH/f8f2be6ee51ec64fcfe5c4d1e54ee3a4/Account.webp) ###### Best for: - Large enterprise B2C service organizations ###### Customer sentiment and platform rating - Salesforce is highly valued for its unified service console, powerful workflows, reliability, and scalability for large teams. However, users commonly criticize the platform’s steep learning curve, high implementation cost, complexity and performance issues in large deployments.G2 rating: 4.4/5 - G2 rating: 4.4/5 ###### Features - Channels: Supports email, phone/telephony (voice), chat/live messaging, SMS, social media and other digital channels with omnichannel routing and unified case intake. - Integrations: Deep native integrations within the Salesforce ecosystem plus APIs, CTI (computer telephony integration), third‑party apps (e.g., Outlook/Gmail, Slack) and app exchange components. - Dashboards and reports: Provides robust reporting and analytics capabilities—including custom dashboards, real‑time metrics on case resolution, agent productivity and swarming metrics. - AI capabilities: Embedded AI features (e.g., Salesforce Einstein, Agentforce) for things like automated replies, knowledge article recommendations, predictive routing, and conversational assistance. - Workflow automation: Advanced workflow tools including case assignment rules, escalation rules, flows, workflow builder and macros for automating routine tasks and routing. ###### Pros - Highly customizable with the ability to tailor objects, fields, reports and apps to meet specific business needs. - Robust CRM features, including lead/opportunity management, pipeline tracking and sales workflow automation. - Excellent scalability and suitable for enterprise‑scale operations and large organizations. - Strong integration capabilities with many systems and compatibility with a wide array of third‑party software. ###### Cons - High cost and licensing model can be expensive, especially for smaller businesses or less complex needs. - Steep learning curve and complexity in setup/configuration; non‑technical teams often struggle. - Performance and user experience issues reported, including slow load times and interface complexity in heavily used setups. - Customer support and service can be inconsistent, especially at standard support levels without premium plans. - According to Salesforce’s own FAQ, most editions must be purchased under an annual contract. ###### Pricing Salesforce pricing starts from $25/user/month for the Starter Suite. - The Salesforce Pro CRM edition is listed at about US $100 per user/month, but it requires an annual contract. - Salesforce is known for having a high TCO (Total Cost of Ownership). The $\$100$/user/month is for a functional but restrictive product; the need for customization and integration drives users to spend significantly more on add-ons or higher-tier licenses. ##### HubSpot Service Hub — All-in-one for SMBs ![](https://images.ctfassets.net/ph8r57dk1q9w/4vj4JStYH1DWCcxSG8Grb4/2a4543fafffc612580e0ba0c90cdd96d/webalite-none-selected.png) ###### Best for: - SMBs needing an all-in-one CRM with marketing, sales, and service in one platform. ###### Customer sentiment and platform rating - HubSpot Service Hub is valued for its seamless integration with the HubSpot CRM and for unifying all customer communications for better tracking. However, users frequently cite steep and quickly rising pricing, a large feature jump between product tiers, and less mature reporting capabilities as key drawbacks.G2 rating: 4.4/5Capterra rating: 4.4/5 - G2 rating: 4.4/5 - Capterra rating: 4.4/5 ###### Features - Channels: Supports email, live chat, website chatbots, and integrates support channels into one shared inbox across marketing, sales and service. - Integrations: Built directly on the HubSpot CRM so data flows across marketing, sales and service; integrates with tools like Jira, Slack, and 1,900+ apps. - Dashboards and reports: Offers custom dashboards, reporting for ticket resolution, CSAT/NPS feedback and team performance analytics. - AI capabilities: Includes AI-powered ticket classification, routing, conversation summaries and knowledge base automation (HubSpot’s Breeze AI Agents). - Workflow automation: Robust automation features: ticket routing, follow-ups, status changes, cross-team notifications, automated feedback surveys. ###### Pros - Easy to get started and integrate with HubSpot CRM. - Centralised view of customer interactions across channels. - Strong for SMBs needing both service and CRM capabilities in one platform. - A generous free tier to start with and scale up. ###### Cons - Feature‑set is limited in lower tiers; many advanced capabilities require higher plans. - Pricing jumps significantly between tiers, making scaling costly for smaller businesses. - Reporting and analytics aren’t as deep as some dedicated service platforms. - Some users report a learning curve when customising workflows and routing. ###### Pricing Free plan available; paid plans from $20/user/month. - For the HubSpot Service Hub, the most popular mid‑tier plan (Professional) is priced at US $100 per seat/month when billed monthly. - The Professional tier in some markets requires an onboarding fee (around US $1,500. - Add‑ons for increased usage/limits: for example, you may have to pay extra for additional minutes of calling, or to increase limits on SMS/WhatsApp messages. - Third‑party integrations or apps may have separate costs outside HubSpot’s base subscription, depending on the tools you use. ##### Zoho CRM — Affordable omnichannel CRM for SMBs ![](https://images.ctfassets.net/ph8r57dk1q9w/LhLXHsoDZD4x1vapVsIzd/b8f39536e6ba071e648cd12f5e4a6840/Screenshot_2025-12-03_at_2.15.42â__PM.png) ###### Best for: - SMBs needing an affordable CRM with broad channel support. ###### Customer sentiment and platform rating - Zoho CRM is highly regarded for its affordability and strong value for money, offering powerful features and excellent integration with the broader Zoho ecosystem. However, customers frequently note challenges related to complexity and limitations: these include a steep learning curve, UI complexity, performance issues when handling large data sets, the lack of advanced features in lower-tier plans and inconsistent support as key drawbacks.G2 rating: 4.1/5Capterra rating: 4.3/5 - G2 rating: 4.1/5 - Capterra rating: 4.3/5 ###### Features - Channels: Email, telephony, social media (Facebook, Twitter), web forms, live chat, and integrations for WhatsApp and SMS. - Integrations: Full Zoho ecosystem (Books, Campaigns, Analytics, Projects) plus third-party apps such as Google Workspace, Office 365, Mailchimp, Zapier, and hundreds more via Zoho Marketplace. - Dashboards and reports: Custom dashboards, sales and pipeline analytics, lead and deal tracking, trend reports, and advanced reporting through Zoho Analytics. - AI capabilities: Zia AI provides lead scoring, anomaly detection, workflow suggestions, and predictive analytics in higher-tier plans. - Workflow automation: Process blueprints, assignment rules, triggers, macros, and custom functions to automate repetitive tasks and routing. ###### Pros - Very competitive pricing compared to many enterprise CRM solutions. - Strong customisation capabilities (fields, modules, workflows) enabling tailoring to business‑specific processes. - Excellent integration within the Zoho ecosystem and many add‑on apps, making it easy for SMBs to scale. - Good automation tools and AI features in higher plans help reduce manual work. ###### Cons - Entry‑level plans have limited advanced features; businesses often need to upgrade to get full value. - Interface can feel cluttered or less modern, with a learning curve for non‑technical teams. - Performance concerns reported when managing very large datasets or complex automations. - Support response times and quality vary, especially in lower‑tier support levels. ###### Pricing Zoho CRM pricing starts at $14/user/month. - For Zoho CRM the “most popular” plan is the Enterprise edition. When billed on a monthly basis (no annual contract), it is priced at US $ 50 per user/month. - Potential add-on costs include extra file or data storage (e.g., 5 GB for around US $4/ 4/month), additional team or portal user licenses, premium 24/7 support, and extensions to increase feature limits, such as higher API or automation capacities. ##### Zendesk — Trusted multichannel CRM evolving into omnichannel ![](https://images.ctfassets.net/ph8r57dk1q9w/4PkJxLWgokqTVCOpFzxRQA/abd238e46ed2c82d6476760bbb955ed1/Zendesk_Inbox.avif) ###### Best for: - Established support teams modernizing operations. ###### Customer sentiment and platform rating - Zendesk is highly regarded for its strong omnichannel ticketing system, its powerful integrations, and its scalability. However, common concerns include the complexity of setup, steep and rapidly escalating pricing, data export issues and inconsistent support responsiveness.G2 rating: 4.3 out of 5Capterra rating: 4.4 out of 5 - G2 rating: 4.3 out of 5 - Capterra rating: 4.4 out of 5 ###### Features - Channels: Offers omnichannel support across email, chat, social messaging, voice/phone and unified agent workspace for all interactions. - Integrations: Extensive integration ecosystem with thousands of pre-built apps and APIs, allowing connection with CRMs, productivity tools and custom systems. - Dashboards and reports: Provides real-time dashboards, custom reports, trend analysis, team performance metrics and unified insights across channels. - AI capabilities: AI-powered routing, agent assistance, chatbots, predictive insights and generative replies to speed resolutions. - Workflow automation: Automations such as ticket routing, macros/triggers, and workflow builder reduce manual work and streamline support operations. ###### Pros - Strong omnichannel support that consolidates customer interactions from many channels into one platform. - Scalable architecture suitable for high-volume support operations and enterprise needs. - Extensive third-party integrations and app ecosystem for customization. - Advanced automation features including routing, workflows and macros that boost agent efficiency. ###### Cons - Pricing for the full feature set is high, and per-agent cost can escalate quickly as teams grow. - Implementation and configuration are complex; steep learning curve for setup and advanced workflows. - Some users report issues with data export, inflexibility in contract or downgrade options, and inconsistent customer support. - The simplest tiers may lack key features, pushing organizations to upgrade sooner than expected. ###### Pricing Zendesk pricing starts at $19/agent/month. - The mid‑tier “Suite Professional” plan is listed at approximately US $149 per agent/month when billed monthly. - Businesses often pay around US $50 per agent/month for advanced AI add-ons, US $25–50 per agent/month for Workforce Management or Quality Assurance tools, and another US $50 per agent/month for Advanced Data Privacy & Protection features such as HIPAA compliance. - There can also be usage-based charges for high API call volumes, automated resolution credits, or data storage overages, which vary depending on usage and region. ##### Freshdesk by Freshworks — Lightweight omnichannel service CRM ![](https://images.ctfassets.net/ph8r57dk1q9w/6V42V6eyTCm5qCzPWTgU6j/f1f60ed48ffe6297dcd729cda8175a18/freshdesk.webp) ###### Best for: - Mid-market companies and startups with a focus on customer support, needing a simple, affordable omnichannel platform. ###### Customer sentiment and platform rating - Freshdesk is widely praised for its intuitive setup, strong ticketing and automation features, ease of use and fast time-to-value. However, common criticisms center on scaling and depth: users caution that advanced features and add-ons become pricey as you scale, and note limitations in deep customization, reporting maturity and support responsiveness in lower tiers.G2 rating: 4.5/5Capterra rating: 4.4/5 - G2 rating: 4.5/5 - Capterra rating: 4.4/5 ###### Features - Channels: Supports email, shared inboxes, chat, phone/voice and social ticketing in a unified interface. - Integrations: Connects with 150+ integrations and apps; part of the Freshworks ecosystem for service, sales, IT and more. - Dashboards and reports: Pre‑built dashboards for ticket metrics, team performance; advanced reporting features available in higher tiers. - AI capabilities: Includes Freddy AI functionalities (e.g., agent assistance, chatbots) in higher‑tier plans for improved automation and resolution times. - Workflow automation: Enables automations such as ticket assignment, canned responses, escalation workflows—even in lower/mid tiers. - Customer support: Freshdesk offers support via email/chat and knowledge base; higher tiers include premium support options. Some users note that lower‑tier support can be slower. - Stability: Built for mid‑market scale with cloud infrastructure and global usage; however, some users report performance issues when pushing into enterprise scale with customizations. ###### Pros - Quick and easy to deploy, with minimal setup for small teams. - Cost‑effective for mid‑market support functions and growing service teams. - Strong shared inbox and ticketing workflows streamline collaboration. - Good automation features even in mid‑tier plans, which boost agent productivity. ###### Cons - Advanced features (e.g., detailed analytics, full customization) are locked behind higher‑tier plans, increasing cost. - Reporting depth and export/customization options are less mature than some enterprise competitors. - Support quality and responsiveness may vary in lower tiers. - Pricing can rise significantly when scaling agents, adding channels or upgrading. ###### Pricing Freshdesk pricing starts from free for up to 10 agents; paid plans from $15/agent/month. - The mid-tier plan starts at around US $59 per agent/month when billed monthly. - AI add-ons like “Freddy AI Copilot” cost around US $35 per agent/month, with usage-based fees starting at US $100 per 1,000 sessions. - Telephony/voice integrations incur additional per-agent or per-minute charges. - High automation, extra storage, or multiple portals may require further add-ons or upgrading to the Enterprise tier. ##### Kustomer — Data-first omnichannel CRM ![](https://images.ctfassets.net/ph8r57dk1q9w/IW2c5SuCJKouCw6691VjV/4bc53143fec6246567744a5420d9b381/Instagram-Timeline-Marketing-1-1024x634-1.webp) ###### Best for: - B2C companies needing a 360-degree customer view for complex, high-volume support. ###### Customer sentiment and platform rating - Customers frequently praise Kustomer for its unified customer timeline and ability to consolidate communications across all channels. However, common criticisms include a steep learning curve and a UI that takes time to master, occasional performance lags, and the potential for the platform to be seen as expensive or over-featured for smaller teams.G2 rating: 4.5/5Capterra rating: 4.6/5 - G2 rating: 4.5/5 - Capterra rating: 4.6/5 ###### Features - Channels: Supports omnichannel communication across email, voice, chat, SMS and social messaging (e.g., Facebook Messenger, “social”/messenger apps) with a unified customer timeline. - Integrations: Connects with a wide range of third‑party apps (CRMs, telephony/voice systems, ecommerce, billing) via open APIs and prebuilt integrations. - Dashboards and reports: Includes reporting and analytics for team performance, customer journey visibility and service operations. - AI capabilities: Offers AI‑Agents (for customers and for reps), conversational assistance, smart routing and co‑pilot style intelligence across channels. - Workflow automation: Provides workflow tools to automate routing, escalate tasks, change states, trigger actions based on events and rules. ###### Pros - Powerful search and filtering module to find specific customer records, metrics and more. - Extensive automation and AI features. - Traditional channel support (voice/email). - Omnichannel messaging focus. - Large app ecosystem and integrations. ###### Cons - Steep learning curve. - The complexity of modules means higher training costs and a longer time for new agents to become productive. - Too many features in Settings make it confusing for novice users. - Technical automation limitations — for example, it does not guarantee the run order or speed of multiple, parallel automations. - Pricing is paid annually. ###### Pricing Kustomer pricing starts at $89/user/month. - Kustomer’s most popular plan costs $89 per seat/month (Enterprise), with higher-tier Ultimate at $139/seat/month. Pricing per user is in consideration of at least 8 seats. - Additional costs may include AI agents, pay‑as‑you-go messaging channels (WhatsApp, SMS, Voice), HIPAA compliance and implementation fees. ### How businesses win with omnichannel CRMs Before looking at individual examples, buyers should be clear about the outcomes a strong omnichannel CRM should create. The commercial upside is not just better visibility. It is fewer missed leads, faster qualification, more consistent follow-up, clearer attribution across chat and voice channels and stronger team productivity. For CEOs and managers, the best platforms create five practical gains: - They reduce lead leakage by keeping every inquiry tied to one customer record. - They speed up qualification and routing so high-intent prospects reach the right team faster. - They make follow-up more consistent with automation and lifecycle tracking. - They improve attribution across WhatsApp, social messaging, email and voice so teams can see which channels create pipeline. - They raise productivity by removing manual switching, duplicate updates and repeated handovers. The examples below show how those gains appear in real operations. #### How SchuVar tours boosted sales and efficiency with respond.io [SchuVar Tours](https://respond.io/customers/schuvar-tours-shortens-sales-cycle), a travel agency with eight branches in Nicaragua, used respond.io to unify conversations from WhatsApp, Facebook Messenger, Instagram, Telegram, email and webchat into a single inbox. With team inbox collaboration, automated workflows and lead auto-assignment, agents were able to respond faster, track leads throughout the sales funnel, and prioritize high-intent prospects. This omnichannel approach shortened the sales cycle by 60%, improved follow-up rates to nearly 100%, and allowed the business to scale Meta click-to-chat ads, tripling ad-driven leads in three months. Respond.io’s unified platform turned a fragmented, manual process into a scalable, efficient sales operation. #### How Yoho improved customer support with respond.io [Yoho](https://respond.io/customers/how-yoho-centralized-6-support-channels-to-improve-chat-response-times-by-84), a leading e-commerce platform in Hong Kong, centralized six support channels—including WhatsApp API, WeChat, Facebook Messenger, Instagram, email and web chat—into a single respond.io inbox. By creating separate Workspaces for key inquiry categories and automating responses in multiple languages, the team reduced first response times by 84% and resolution times by 32%. Respond.io enabled Yoho to systematically manage inquiries, recover sales opportunities and gain granular performance insights, improving both customer satisfaction and operational efficiency across all channels. ### Verdict: Which Omnichannel CRM Is Best for Your Team? In this list, “best omnichannel CRM” means the platform that keeps every customer conversation in one timeline, routes work fast, and protects revenue by preventing missed leads across channels. For B2C teams running high-volume WhatsApp, Instagram, TikTok plus calls, respond.io is the best fit as a customer conversation management platform because its contact merge, workflow automation and AI Agents let you qualify, route and follow up without losing context. If you mainly need a classic ticketing help desk with strict ITSM-style workflows and not conversation-driven sales, Zendesk or Freshdesk may be a better fit than respond.io. Try respond.io for free today. ### Further Reading If you found our article helpful, you should check out the following: - 4 Respond.io Alternatives to Consider - 5 Best WhatsApp Business Solution Provider: Pros, Cons & Pricing Compared - Top 10 WhatsApp Chatbots in 2025: Pros, Cons & Pricing Compared ## [10 Best WhatsApp API Providers (2026) for B2C Teams](https:/respond.io/blog/best-whatsapp-api-providers) Compare the best WhatsApp API providers for B2C sales and support teams, including respond.io, Wati, Chatfuel, Trengo, Kommo and more. If you're choosing among the best WhatsApp API providers for a B2C sales/support team, this guide compares 10 options so you can pick the right fit. Choosing the best [WhatsApp API](https://respond.io/blog/whatsapp-business-api) provider is critical for any business looking to automate, scale and personalize customer conversations over WhatsApp. Pick the wrong provider and you risk missed leads, slower response times that drop conversion rates, and wasted click-to-chat ad spend when conversations aren't routed, tracked, or followed up reliably. Whether you're a consumer-facing brand running sales and support over chat, finding a provider that matches your needs, from channel coverage and CRM integration to automation, analytics and support, is key to success. We've selected the top 10 options to help you decide. But first, let's take a quick look at what features the best WhatsApp API platforms have. ### What makes a WhatsApp API provider one of the best? The best WhatsApp API providers are equipped with advanced AI and automation to meet the needs of growing businesses, offering a multichannel inbox that integrates with popular CRMs. While every business has unique requirements, these are some of the key features to look for in a WhatsApp API platform. ![Four%20icons%20showing%20the%20reasons%20why%20businesses%20need%20a%20WhatsApp%20API%20provider%3A%20need%20for%20advanced%20AI%20and%20automation%2C%20growing%20team%20and%20customer%20base%2C%20integration%20with%20multiple%20channels%2C%20analytics%20and%20CRM%20integration](https://images.ctfassets.net/ph8r57dk1q9w/7z0r9zTm5GL2RkpTdpKuk5/b8a474e356cec7823fb64e0abe8b63d9/Practical_Guide___10_Best_WhatsApp_API_Providers_Image_1.png) #### Advanced AI and automation A key factor that sets WhatsApp API apart from the WhatsApp Business App is advanced features like [AI agents](https://respond.io/blog/how-respondio-ai-agents-work) and [complex routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio). If you need more than the Business App's basic automation like greeting and away messages and simple multiple choice options, look for a WhatsApp API provider that can help you automate chats and business processes. Choose a WhatsApp provider that integrates with [click-to-chat ads](https://respond.io/blog/click-to-chat-ads) and effortlessly automates replies, no coding required. Some providers only offer simple flow builders based on keywords or fixed branches. Those can handle basic replies, but buyers should check whether [AI agents](https://respond.io/blog/whatsapp-ai-agent#toc-4) can qualify leads, update lifecycle stages, trigger workflows, route by intent and generate summaries for handovers. Those capabilities matter because they reduce response lag without forcing agents to clean up incomplete context later. Also consider how the platform handles real customer messages beyond text, such as voice notes, product photos, screenshots and documents. If automation fails whenever customers send media, your team loses the speed advantage that makes WhatsApp useful for sales and support. #### Accommodates a growing team and customer base For teams ready to scale, WhatsApp API enables multiple agents to manage conversations from a shared inbox. But multi-agent access alone isn’t enough. The best platforms include collaboration features that keep conversations moving, such as automatic assignment rules, role-based permissions, internal notes, team routing and full conversation history. It also enables businesses to send high volumes of [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) whereas the Business App limits broadcasts to 256 contacts per broadcast. These features matter because faster response times and smoother handoffs directly affect conversion rates. When sales and support teams share one inbox with clear ownership and customer context, fewer conversations fall through the cracks. Scalability also matters when the team handles broadcast peaks, click-to-WhatsApp ad surges or large inbound reply waves after a campaign launch. Buyers should ask how the provider manages queue spikes, delivery retries and monitoring when messages slow down, because that is when missed leads and support backlogs usually appear. A practical buyer check is to ask who watches delivery health during busy periods, how failed sends are surfaced, how replies are distributed across the team and what escalation path exists if a revenue-critical campaign stalls. If a provider cannot explain that clearly in business terms, the platform may struggle when conversation volume is highest. #### Multichannel inbox For most B2C teams, WhatsApp is only one step in the customer journey. A lead may discover the brand on TikTok or Instagram, continue on WhatsApp, then return later on email or voice after the first conversation goes cold. Without one customer record and shared routing across WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email, teams lose attribution, repeat questions and miss handoffs between marketing, sales and support. That breaks follow-up even when the WhatsApp workflow looks fine on its own. #### Analytics and CRM integration With the WhatsApp Business App, it's not possible to integrate with a CRM, and analytics are limited. The best WhatsApp API platforms enable [CRM integration](https://respond.io/blog/whatsapp-crm) so businesses get full context on customers directly in WhatsApp. Look for native connections to tools your team already uses, such as HubSpot and Salesforce for sales pipeline management, Shopify and WooCommerce for e-commerce order data, Zendesk for support history, and Zapier or Make for custom workflows. When your WhatsApp inbox syncs with your CRM, agents can see purchase history, lead ownership, lifecycle stage and past conversations before replying. That context speeds up responses, improves personalization and helps sales teams close faster. Without integration, customer data stays stuck in silos and follow-up becomes harder to manage. For Marketing and Sales leaders, campaign reporting should show business impact rather than only activity. Beyond asking whether a platform supports broadcasts, buyers should check audience segmentation, template approval visibility, opt-in handling, click-to-WhatsApp ad attribution and conversion reporting tied back to conversations. This helps teams see which campaigns create qualified demand, where launch delays come from, which agents move conversations forward and whether follow-up turns replies into revenue. If a provider only reports sends, reads or basic reply counts, it will be much harder to improve campaign performance or prove return on investment. #### WhatsApp compliance and deliverability Template quality, approval status and account health directly affect whether messages launch on time and reach customers at all. Teams rely on approved templates for business-initiated messages outside the customer service window, so template management directly affects re-engagement, follow-up and broadcast workflows. Buyers should compare how each provider handles template creation, category visibility, approval tracking and escalation when a template is delayed or rejected. Category visibility matters because it affects both campaign cost and budget planning, while approval tracking affects launch timing when marketing or sales needs to send on schedule. Stronger providers make template work easier with reusable libraries, clear status views, personalization variables and a clean handoff when templates need edits or reapproval. That support matters because a delayed template is not just a compliance issue — it can hold back outbound revenue conversations. #### Pricing transparency Meta's conversation fees are only part of what you'll pay. Some providers add markups on messaging costs, charge per connected number, or gate key features behind expensive add-ons. Before committing, ask for a full cost breakdown based on your expected message volume, team size and number of connected channels — the cheapest starting plan is rarely the cheapest option at scale. #### Verify how the provider connects to WhatsApp A WhatsApp Business Solution Provider, often shortened to BSP, is the Meta-authorized partner that gives a business access to the WhatsApp Business Platform. In practice, the BSP usually sits between Meta and the business by handling number setup, template approval, software access, support and billing. That role matters because BSP status affects how quickly the team can launch, who escalates urgent approval or delivery issues and how much account continuity risk the business takes on if something goes wrong. If a provider relies on indirect or unofficial methods, businesses may face message disruption, policy issues or slower escalation when campaigns fail. Buyers do not need deep technical knowledge to filter risky vendors. A few red flags are enough. Be cautious if the tool asks the team to scan a QR code, promises unlimited WhatsApp sending for a flat fee, suggests Meta approval is unnecessary or cannot clearly explain who handles support when template approvals, delivery issues or new feature access become urgent. Those are commercial risks because account disruption can delay campaigns, break follow-up and leave revenue conversations without a clear recovery path. A simple way to verify is to check Meta's official partner directory or ask the provider how they're set up with WhatsApp. It's a quick check that's worth doing before signing. #### Implementation timeline and onboarding How fast a team can launch usually depends on a practical sequence: complete Meta Business verification, choose or migrate the number, set up message templates, connect the inbox and CRM systems, then test key journeys before go-live. Each step affects how quickly the business can route conversations, launch campaigns and start generating revenue from WhatsApp. A strong provider should guide the business through documentation, number setup or migration, template preparation, channel configuration and testing instead of leaving the team to manage every step alone. Buyers should also check how support works when something time-sensitive goes wrong: whether help is available in a live channel, what timezone coverage exists and who owns escalation if sends fail, templates are delayed or ad replies stop routing. That support detail matters because launch issues are commercial issues. If the provider cannot explain who helps during a failed campaign or reply spike, the business may be left with missed leads, slower follow-up and no clear recovery path. Migration is usually possible, but buyers should treat it like a live revenue transition rather than a simple settings change. The number can usually move, but some items often need work before cutover, including template reapproval, workflow rebuilds, CRM reconnection, ad attribution checks and a clear plan for how past conversation history will be retained or referenced. Before going live, the team should test routing, template sending, CRM sync, ad reply handling and handoff rules so lead ownership stays clear when new messages arrive. That is the difference between a smooth switch and a launch that stalls revenue conversations. Many mid-market B2C teams get faster value from a no-code platform because sales, support and marketing managers can adjust routing, lifecycle updates, campaigns and handoff rules without depending on engineering for every change. That usually means a faster launch and quicker iteration once real conversations start coming in. API-first options suit businesses ready to build and maintain their own conversation layer; otherwise, simple routing or campaign changes can become development work that slows time-to-value. Look for providers with strong onboarding, templates, and guided setup, and ask how quickly customers typically send their first campaign. #### Key features to evaluate in a WhatsApp API provider While every business has unique requirements, these are the features that matter most when choosing a WhatsApp API platform: - Official WhatsApp Business Platform access: Verify how the provider connects to WhatsApp and whether they are listed as a Meta partner. - Multichannel support: Look for support beyond WhatsApp, including channels like Messenger, Instagram, TikTok, email, web chat and calls. - AI and automation depth: Prioritize platforms that go beyond simple chatbots with AI agents, workflow automation, lead qualification and human handoff. - Shared inbox and collaboration tools: Check for assignment rules, internal notes, permissions and full conversation history. - CRM and e-commerce integrations: Make sure the platform connects with tools your team already uses, such as HubSpot, Salesforce, Shopify, WooCommerce, Zapier or Make. - Analytics that prove ROI: Look for reporting on response time, campaign performance, conversions, agent productivity and revenue attribution. - Pricing transparency: Separate platform fees from Meta messaging fees, and check whether the provider adds markups. - Support and onboarding quality: Choose a provider with setup help, accessible support and clear escalation paths. - Scalability: Make sure the platform can handle growing contact volume, broadcasts, routing logic and peak campaign periods. ### WhatsApp Business App vs WhatsApp Business API: When should you upgrade? The WhatsApp Business App works well for small teams managing customer conversations manually. But as your team grows, you’ll need the WhatsApp Business API to support multiple agents, automation, CRM integrations and campaigns at scale. | Capability | WhatsApp Business App | WhatsApp Business API | | --- | --- | --- | | Team access | One main account with linked devices | Multiple agents through a shared inbox, depending on provider plan | | Broadcasts | Limited broadcast lists managed manually | Template-based campaigns at scale, subject to opt-in, approval and messaging limits | | Automation | Greeting messages, away messages and quick replies | AI agents, workflows, routing and automated follow-ups | | CRM integration | No native CRM integration | Native or third-party CRM integrations, depending on provider | | Analytics | Basic message and engagement visibility | Delivery, read, response, campaign and conversion reporting, depending on platform | | Click-to-chat ad handling | Limited manual follow-up | Automated replies, routing and attribution from ads to conversations | | Best for | Solo operators and small teams | Growing teams that need scalable sales, marketing and support conversations | Note that standard calls in the WhatsApp Business App are not the same as WhatsApp Business Calling API support from a provider. Teams handling high-intent sales, appointment booking or urgent support may want voice alongside chat, but this capability varies by provider and should be checked before shortlisting. **When to upgrade:** The WhatsApp Business App starts to break down when more than one or two people need to manage the same queue, campaigns are still being sent manually, customer data has to be copied into a CRM by hand or managers cannot see which conversations came from ads and which ones converted. Those limits usually show up as slower lead follow-up, weak campaign attribution and more dropped conversations when sales and support volume rises. The WhatsApp API becomes the better fit when the business needs scalable routing, proper customer history, campaign reporting and coordinated work across multiple agents. Providers that support WhatsApp Coexistence can let teams keep using the WhatsApp Business App while they introduce API workflows, which reduces transition risk during setup. But coexistence does not mean every current process works in exactly the same way, so buyers should confirm which tasks stay app-based and which move into the platform. Sales and support leaders should also verify any limits around calling, groups or broadcast workflows before assuming coexistence will preserve every existing process. ### 10 best WhatsApp API providers: Features, pros, cons and pricing The right WhatsApp API provider depends on team size, channel mix, automation depth and how pricing scales with usage. The ten options below cover the range — from lightweight tools built for solo operators to platforms designed for growing teams that need AI, multichannel and CRM integration. Pricing should also be read as a model, not only as a headline number. Some providers charge by seat, some charge per connected number, and total cost can change very differently as usage grows — the cost breakdown later in this article goes into more detail. | Provider | Best For | Main Uses | Pricing | Key Limitation | | --- | --- | --- | --- | --- | | Respond.io — customer conversation management platform for high-volume B2C teams | Growing B2C teams needing multichannel messaging, AI and automation | WhatsApp sales, support, broadcasts, AI lead qualification, routing, CRM sync and reporting | $199/month for 10 users | Slight learning curve from breadth of features | | Chatfuel — no-code WhatsApp automation for small B2C teams | Small teams needing simple chatbot automation | Simple chatbot automation, WhatsApp entry points, basic replies and campaign flows | $41/month for WhatsApp API access | Limited to WhatsApp, Messenger and Instagram | | Wati — entry-level WhatsApp API inbox for B2C support and broadcasts | Budget-conscious small teams | WhatsApp support inbox, broadcasts, click-to-chat ad replies and basic automation | $99/month for 5 users | 20% markup on WhatsApp messaging costs | | Trengo — shared inbox for B2C support across WhatsApp, email and SMS | Support-focused European teams | Shared inbox support, team collaboration, WhatsApp/email/SMS conversations and support reporting | $695/month for 20 users | CRM integrations charged as add-ons | | Rasayel — niche WhatsApp-first option for B2B sales teams | B2B sales teams; most B2C teams should compare respond.io, Wati, Interakt or SleekFlow instead | WhatsApp-first sales pipeline management, B2B lead follow-up and CRM-connected chat | $400/month for 10 users | WhatsApp only; basic reporting | | Kommo — chat-first CRM for B2C sales teams that sell in DMs | SMBs selling over chat | Chat-based CRM, sales pipeline tracking, WhatsApp follow-up and basic automation | $125/month for 5 users | Outdated UI; limited reporting | | Interakt — budget WhatsApp API for B2C storefronts | Indian SMBs on a budget | WhatsApp storefront messaging, Instagram messaging, catalog workflows and basic automations | $49/month | WhatsApp and Instagram only | | Podium — messaging and payments for local B2C businesses | Local businesses needing payments and reviews | Local business messaging, payments, review collection and follow-up campaigns | Custom quotes only | No public pricing | | Manychat — social-first WhatsApp automation for creators and micro-B2C brands | Creators and social-first teams | Social-first automation, creator campaigns, WhatsApp flows and click-to-chat entry points | $15/month for 3 users and 500 contacts | Limited automation; campaign-focused reporting | | SleekFlow — omnichannel messaging automation for SMB B2C teams | Teams managing multi-channel customer conversations | Omnichannel messaging, social selling, AI-assisted automation and CRM-connected conversations | $399/month for 5 users | Per-WhatsApp number fees; users report performance slowdowns under high volume (G2) | #### 1\. Respond.io Respond.io is an AI-powered, [omnichannel conversation management platform](https://respond.io/blog/omnichannel-communication) designed to help B2C businesses capture, convert and retain customers over chat, call and email. It offers advanced automation to manage leads and customers throughout their entire journey. ##### Pros: - AI Agent that learns from your entire company's knowledge sources to provide instant replies (even to audio messages), qualify leads, restart conversations, answer FAQ and route customers to a human agent when needed, with automatic internal comments that preserve context for the team. - Enhanced AI responsiveness that delivers quicker, more reliable answers with lower effort. - Instant agent takeover with the AI pausing immediately, ensuring a clear and seamless shift to a human. - Supports high volumes of WhatsApp broadcasts without lagging - Integrates with WhatsApp catalog and click to chat ads - Offers human and AI agent calls via WhatsApp Business Calling API and Tenlyx integration - CRM integration - respond.io offers native integrations with HubSpot and Salesforce, and integrates with other CRMs and software via Make and Zapier - Omnichannel platform that supports WhatsApp, TikTok, Facebook Messenger, Instagram, WeChat, LINE, Viber, Telegram, SMS, webchat and email - Supports WhatsApp Coexistence, which means you can keep your WhatsApp Business App and number and use WhatsApp API - Excellent customer support - 24/5 live support and 24/7 AI agent support is available on every plan; rated 4.8 stars on G2 ##### Cons: - Slight learning curve due to breadth of platform features ##### Pricing: Respond.io's mid-tier Growth plan starts at $199 and allows 10 users. It includes unlimited automation, unlimited use of AI Agent and advanced reporting, with no additional WhatsApp connection or per-number fees. #### 2\. Chatfuel [Chatfuel](https://respond.io/blog/manychat-vs-chatfuel) is a no-code chatbot builder with basic WhatsApp API capabilities, best for simple automation needs. ##### Pros: - Easy drag-and-drop interface - Supports WhatsApp Coexistence - Entry points like ads, QR codes, website widgets - Simple third-party integrations ##### Cons: - Limited to WhatsApp, Messenger and Instagram - No omnichannel inbox or contact merge - Broadcast analytics are minimal - Automation not suitable for complex workflows ##### Pricing: $41/month for WhatsApp API access with 1,000 conversations. Facebook and Instagram are priced separately, so total cost can rise if your team needs multiple channels or higher conversation volume. #### 3\. Wati [Wati](https://respond.io/blog/wati-alternative) is a lightweight WhatsApp API platform tailored for small businesses. It's a good entry-level option but lacks advanced features as teams grow. ##### Pros: - Built specifically for WhatsApp API - WhatsApp Catalog and high-volume broadcast support - Automation for click-to-chat ads and basic workflows - Budget-friendly entry pricing ##### Cons: - No WhatsApp Business Calling API - Only supports WhatsApp, Instagram and Facebook Messenger - 20% markup fee on WhatsApp messaging costs - Poor customer support ##### Pricing: The price for Wati's mid-tier plan is $99 for five users, making it one of the cheaper options for businesses on a tight budget, but beware of messaging markups and additional fees. #### 4\. Trengo [Trengo](https://respond.io/blog/trengo-alternative) provides access to the WhatsApp Business API via a shared inbox that integrates channels like WhatsApp and Facebook Messenger. It's ideal for small teams with low messaging volumes, especially for support use cases. However, its sales and marketing features are still developing, and add-on costs can be high. ##### Pros: - Supports WhatsApp, Instagram, Facebook Messenger, Telegram, SMS and email - VoIP and custom channel integrations - Support-focused analytics - CRM integrations with HubSpot and Salesforce for additional fees ##### Cons: - Support team only available in European business hours - WhatsApp Calling API not supported - Limited automation ##### Pricing: $695/month for 20 users. Integrations are charged additional fees. #### 5\. Rasayel Rasayel is a WhatsApp-first inbox built for B2B sales teams managing pipeline in chat. It's included here as a niche option — if your primary use case is B2C support or marketing at volume, the other providers on this list will be a stronger fit. ##### Pros: - Built-in CRM integrations (HubSpot, Pipedrive) - Sales-focused AI chatbot with smooth human handoff - Good internal collaboration tools ##### Cons: - Only supports WhatsApp - No WhatsApp Calling API - Basic reporting ##### Pricing: $400/month for 10 users with unlimited automation and 25,000 messages. #### 6\. Kommo [Kommo](https://respond.io/blog/kommo-vs-manychat) is a messaging-focused CRM with WhatsApp API support and an emphasis on sales tracking, built for small to mid-sized businesses that sell over chat. ##### Pros: - Connects WhatsApp, Instagram, Messenger, email and more - Supports WhatsApp Coexistence - Basic chat automation tools - Simple UI and easy onboarding - Affordable pricing for SMBs ##### Cons: - No WhatsApp Business Calling API - Outdated UI and sluggish performance - Limited reporting - Support has mixed reviews ##### Pricing: $25/user/month (billed semi-annually), e.g., businesses with 5 users pay $125/month. Includes no-code Salesbot builder and automation tools. #### 7\. Interakt Interakt is a budget WhatsApp API provider popular among Indian SMBs. It covers the basics but isn't ideal for scaling or multichannel expansion. ##### Pros: - Designed for WhatsApp and Instagram - Built-in catalog, click-to-chat ad support and automation - Supports WhatsApp Coexistence - Affordable and supports unlimited agents - Integrations with Shopify, WooCommerce, Zoho and Razorpay ##### Cons: - No support for channels beyond WhatsApp and Instagram - No WhatsApp Business Calling API - Basic UI and limited automation flows - Mixed reviews on support quality ##### Pricing: $49/month Growth plan includes unlimited agents, broadcasts, chatbot flows and basic automation. #### 8\. Podium Podium is a multi-purpose business platform offering messaging, payments and reputation management with WhatsApp capabilities via API integration. ##### Pros: - Multi-channel inbox including WhatsApp - Collect reviews and manage online reputation - Send payment links via SMS - Automate follow-ups and campaigns ##### Cons: - Premium pricing and no public rates - No WhatsApp Coexistence - No WhatsApp Business Calling API - Customer support quality varies - No native tools for searching past conversations easily ##### Pricing: Custom quotes only. The Pro plan includes AI routing, lead forms, segmentation and automated campaigns. #### 9\. Manychat [Manychat](https://respond.io/blog/manychat-alternative) allows creators and businesses to connect their conversations from WhatsApp, Instagram, TikTok, Facebook Messenger, Telegram, SMS and email in a single inbox. It's budget-friendly, easy to use and offers basic automation features designed with creators and small teams in mind. ##### Pros: - Supports WhatsApp Coexistence - Works well with click-to-chat ads, QR codes and buttons to initiate WhatsApp chats - Multichannel support including WhatsApp, Instagram, Messenger, TikTok, SMS and email - Template library of WhatsApp flows and automation templates for quick setup ##### Cons: - No WhatsApp Business Calling API - Focus on social media rather than WhatsApp - Limited automation that struggles with sales or support journeys that require CRM data, team routing or cross-channel visibility - Poor reporting - Analytics are simple and campaign-focused, not lifecycle-driven ##### Pricing: $15/month for three users and 500 contacts. Automation features are limited on lower-tier plans. Additional costs apply for higher usage and premium features. #### 10\. SleekFlow [SleekFlow](https://respond.io/blog/sleekflow-alternative) is a messaging automation platform for multi-channel customer conversations. It enables businesses to connect WhatsApp API and other popular messaging channels to a single inbox and automate chats and processes. However, costs can be high and users have reported [bugs causing data loss and features not working as advertised](https://respond.io/customers/sleekflow-alternative-review-by-getutor). ##### Pros: - Omnichannel platform that supports WhatsApp, Messenger, Instagram, TikTok, WeChat, LINE, Telegram, Viber and SMS - CRM integrations: HubSpot and Salesforce - AI chat capabilities for lead qualification and message assistance ##### Cons: - Users report performance issues including lagging UI and slow response during peak times (G2) - No WhatsApp Business Calling API - Charges additional fees per WhatsApp number ##### Pricing: SleekFlow's Premium AI plan is priced at US$399/month and includes 5 users. Pricing is based on Monthly Active Contacts (MAC) — the contacts you actively engage with during the billing period. *Note: SleekFlow's pricing varies by region.* #### Understanding WhatsApp API costs WhatsApp API pricing has several moving parts and is one of the most important factors when making a decision. So when comparing providers like the ones we've mentioned above, don’t just look at the entry plan price — check how costs change as your team, contact list and message volume grow. | Cost Component | What It Covers | Who Charges It | What to Watch For | | --- | --- | --- | --- | | Platform subscription | Inbox, automation, integrations, reporting and support | WhatsApp API provider | Seat limits, feature tiers and add-ons | | Meta messaging fees | WhatsApp messages charged by Meta, based on category and market | Meta, usually billed through your provider | Provider markups and country-specific rates | | User fees | Additional agents or team members | Some providers | Costs can rise quickly as teams grow | | WhatsApp number fees | Additional connected WhatsApp numbers | Some providers | Extra charges per number or account | | Setup or onboarding fees | Initial configuration, migration or training | Some providers | May vary by plan or contract | | Integration add-ons | CRM, e-commerce or automation connectors | Some providers | May require higher-tier plans | When comparing providers, buyers should break total monthly spend into three buckets: Meta messaging fees, the provider subscription and provider-added charges. Meta fees vary by message category and market, so the bigger cost risk usually sits in the provider layer: markups on WhatsApp fees, extra charges per user or connected number, paid integrations, setup fees or higher plans required for reporting and automation. Cost also scales differently depending on the pricing model. With seat-based pricing, spend rises each time the business adds sales, support or marketing users. With Monthly Active Contacts pricing, cost rises when more contacts are engaged in the month. respond.io uses Monthly Active Contacts pricing, which is often easier for mid-market B2C teams to forecast when one customer conversation management platform is shared across campaigns, support and follow-up. A simple vendor-call question is this: what will the monthly bill look like if the team adds more agents, sends more templates or connects another number? If the answer is vague, hidden fees will usually appear later. > **Tip:** Ask each provider for a full cost breakdown based on your expected number of users, contacts and monthly message volume. The cheapest starting plan is not always the cheapest option at scale. ### Which WhatsApp API platform is right for your business? The best WhatsApp API provider is the one that matches your message volume, team workflows, channel mix, and CRM needs—because those factors determine lead response speed and conversion. For most B2C teams, 'best' means reliable routing, shared inbox visibility, automation that can hand off to humans, and cost transparency (no surprise per-number or markup fees). Choose respond.io when you run high-volume WhatsApp + multi-channel conversations and need a customer conversation management platform with AI Agent + advanced routing to move leads from first message to sale. ![icons%20showing%20why%20respond.io%20is%20the%20best%20WhatsApp%20API%20provider%3A%20WhatsApp%20Coexistence%2C%20advanced%20AI%20and%20automation%2C%20WhatsApp%20Business%20Calling%20API%2C%20multichannel%20platform](https://images.ctfassets.net/ph8r57dk1q9w/4mIIR7BYztdGzbhsxk5eHe/40dcd84a09cd1a3dbaaffcc9b55bf52a/Practical_Guide___10_Best_WhatsApp_API_Providers_Image_2.png) With advanced WhatsApp features including Calling API, best-in-class automation, and omnichannel messaging, respond.io is ideal for businesses that want to capture, convert and retain customers across the full lifecycle. Respond.io is not the right fit if you only need a lightweight WhatsApp-only chatbot for a single operator and don't require routing, reporting, or CRM sync. And since it supports WhatsApp Coexistence, allowing you to use both WhatsApp Business and WhatsApp API together, you can try it out with no risk of losing your WhatsApp Business contacts and conversations. ### Common WhatsApp API use cases The best WhatsApp API provider depends on how your team plans to use WhatsApp. Here are common use cases to map against each platform’s strengths: - Lead capture from ads: Automate replies to click-to-WhatsApp ads and qualify prospects instantly. - Abandoned cart recovery: Send timely reminders with product images, offers and checkout links. - Order updates: Notify customers about confirmations, shipping, delivery and returns. - Re-engagement campaigns: Bring back inactive customers with personalized offers. - Support-to-sales handoff: Route support conversations to sales when upsell opportunities appear. - Appointment reminders: Reduce no-shows with automated confirmations and follow-ups. If you need advanced AI for lead qualification, prioritize platforms with AI agents and routing logic. If cart recovery is your focus, look for strong e-commerce integrations and campaign automation. ### Successful businesses that chose respond.io as a WhatsApp API provider With so many options, it can be a challenge to choose the best platform. One of our customers, [GETUTOR (education services), initially used SleekFlow as a WhatsApp API provider](https://respond.io/customers/sleekflow-alternative-review-by-getutor) but switched to respond.io after unmet expectations on lead routing and automation needs.. They needed reliable lead routing and automation for inbound WhatsApp inquiries. After implementing WhatsApp API with respond.io along with workflows and reporting to assign conversations and track outcomes, they saw a 24% increase in sales and now handles 50% more leads per day. Another of our customers tested out Manychat before deciding on respond.io. [JU Productions (events/media)](https://respond.io/customers/ju-productions-chose-respond-io-over-manychat) was impressed with Manychat's social media features, but found its keyword-based automation to be too basic and its reporting features limiting. JU Productions used respond.io's omnichannel inbox + automation routing to capture click-to-chat leads and consistently follow up until purchase. The business chose respond.io as the best WhatsApp API provider to scale its marketing efforts, and rapidly saw a [718% increase in WhatsApp sales](https://respond.io/customers/ju-productions-chose-respond-io-over-manychat). ### Start using a WhatsApp API platform built for high-volume B2C teams If you're a B2C team handling WhatsApp conversations at volume — inbound leads, support queues, broadcast follow-ups — respond.io gives you the routing, automation, and reporting to turn those conversations into revenue. Try it free or book a demo to see how it handles your specific workflows. [Try respond.io for free](https://app.respond.io/user/register) or [contact us for a consultation](https://respond.io/demo) to see how we can help your business grow. ### Further reading If you've found this article helpful, consider these other guides to help you get started with WhatsApp API. - How to Get WhatsApp API - WhatsApp Broadcast in 3 Steps - WhatsApp CRM Integration in 3 Steps ## [10 Best WhatsApp Marketing Campaign Examples for Business](https:/respond.io/blog/best-whatsapp-marketing-campaign) Learn what makes a WhatsApp marketing campaign successful with real examples and tips to drive conversions, re-engagement and personalized outreach. Traditional marketing relied heavily on email addresses and form submissions. But today, most emails go unopened or get flagged as spam. With customers spending more of their time on instant messaging apps, WhatsApp has become a powerful alternative for building direct and meaningful connections. In this blog, we’ll explore what makes WhatsApp marketing campaigns successful, walk you through real-world examples, and show you how to launch one effectively, without spamming your audience. ### What is a WhatsApp marketing campaign? A WhatsApp marketing campaign is a chat-based initiative that uses WhatsApp to promote products, engage leads, or drive conversions, typically through targeted messaging to users who have already expressed interest or interacted with the business. While routine automations, such as order confirmations or cart reminders, can support the customer journey, our focus here is on strategic, time-bound campaigns — whether that’s for lead generation, product promotion, or brand awareness. Unlike traditional channels like email or SMS, WhatsApp marketing must follow strict opt-in rules. Users must message your business first or explicitly consent before you can reach out to them. This reduces the risk of your messages being seen as intrusive or spammy. #### How WhatsApp campaigns get users to opt in WhatsApp campaigns are built on consent. Meta requires users to opt in or message your business first — violating this policy can lead to restrictions or bans. This means businesses must create compelling reasons for customers to initiate the conversation or agree to receive marketing messages. ![Some%20of%20the%20ways%20businesses%20can%20opt-in%20to%20receiving%20WhatsApp%20messages%20-%20click-to-whatsapp%20ads%2C%20website%20CTAs%2C%20email%2C%20SMS%2C%20forms%2C%20QR%20codes](https://images.ctfassets.net/ph8r57dk1q9w/51ZoJ6e0abyYQGeqCkMfLA/154c811a5307653a1352da354f830cf9/WhatsApp_Marketing_-_Image_1.png) Here are some common ways to do that: - Click-to-WhatsApp ads – Meta ads that open directly into a WhatsApp chat - CTAs on your website – Buttons, widgets, or live chat entry points that lead to WhatsApp - Promos on other channels – Emails or SMS with WhatsApp links - Lead forms and landing pages – With WhatsApp opt-in checkboxes - QR codes in physical spaces – Printed on packaging, posters, or signage that leads to a WhatsApp chat with your business These entry points don’t just make it easy and natural for customers to start a conversation — they also act as lead generation tools. Once a user messages in, they become a lead you can engage through personalized messaging. And that first message is the foundation of every successful WhatsApp campaign. #### Why is WhatsApp marketing so effective? WhatsApp combines speed, intimacy and reach, making it an ideal channel for marketing campaigns that aim to spark real-time engagement and meaningful conversations. **WhatsApp’s channel strengths** - Unmatched open rates: Up to 98%, compared to 20–30% for email - Real-time interaction: Two-way conversations, not static messages - Rich message formats: Include images, video, quick reply and CTA buttons - Customer trust: Users are already familiar with WhatsApp and verified business profiles help reinforce that trust ### What types of WhatsApp marketing campaigns can you run? Since WhatsApp requires users to opt in before receiving marketing messages, campaigns typically target users who’ve already expressed interest or existing customers, making goals like re-engagement, promotion and product education more relevant than cold outreach. ![different%20types%20of%20WhatsApp%20marketing%20campaigns%20-%20brand%20awareness%2C%20promotional%2C%20launches%2C%20re-engagement](https://images.ctfassets.net/ph8r57dk1q9w/1cxqf7i8TsV4hQZJi4uiYa/0252e54412d8bec59d724e5c7b5eacc0/WhatsApp_Marketing_-_Image_2.png) #### Campaign types: - Brand awareness campaigns – Deliver helpful or interesting content to keep your brand top-of-mind - Promotional campaigns – Announce discounts, loyalty perks, flash sales - Product launches – Teasers, announcements, pre-orders - Re-engagement campaigns – Return promotions, personalized messages to dormant contacts ### What does a WhatsApp campaign typically involve? Now that we’ve defined what a WhatsApp marketing campaign is, let’s break down what actually goes into one. Here are the key components of a WhatsApp campaign: - A specific audience - A clear goal (e.g. promote a product, retarget ad traffic, drive purchases) - A user-initiated entry point (e.g. ad click, website button, opt-in form) - Structured message flow — pre-planned, automated, or partially manual - Clear measurement criteria — CTR, reply rate, conversions, etc. ### 10 of the best WhatsApp marketing campaigns To understand what makes a WhatsApp marketing campaign effective, it is helpful to examine real-world examples. These campaigns demonstrate how different brands creatively used the channel to engage their audience, generate leads, or drive action. #### AUTOMAX: Broadcast campaign converts leads into luxury car sales ![Automax%20used%20WhatsApp%20marketing%20to%20boost%20their%20sales](https://images.ctfassets.net/ph8r57dk1q9w/4RfGJNTzSzvS8bkkz7wpR7/d5910bf2e834b0a0018d8b0ef10b3c79/automax.jpg) [AUTOMAX](https://automaxgroup.me/), a new car dealership in the MENA region, ran a series of WhatsApp broadcast campaigns to re-engage leads and promote limited-time offers. With hundreds of new leads generated daily from Click-to-Chat ads, it was challenging for agents to follow up manually. To stay top of mind with potential buyers, the team utilized WhatsApp broadcasts. By investing in targeted WhatsApp broadcasts alone, AUTOMAX achieved an average ROI of 42.5X, demonstrating the channel’s impact on driving high-ticket car sales. #### Clarins: Personalized WhatsApp campaign outperforms email [Clarins](https://www.facebook.com/business/success/clarins-france-bm-success-story), a French luxury skincare and cosmetics brand, ran a WhatsApp campaign to celebrate National Lipstick Day with opted-in customers in France. Shoppers received a message inviting them to choose their preferred lipstick type, followed by a personalized video and a link to tailored product advice on the Clarins website. Results: The campaign achieved a 90% open rate, delivering 4.5X higher opens and 7X higher conversion than a comparable email campaign. #### Tatil Tur: Click-to-WhatsApp campaign drives bookings [Tatil Tur](https://www.facebook.com/business/success/tatil-tur-bm-success-story), a Turkish travel company, launched a campaign using Click-to-WhatsApp ads that opened a chat with a live travel agent. Agents could immediately answer questions about the offer and guide potential customers through the booking process. Leads who submitted their contact details via lead ads received an automated message on WhatsApp or Instagram, followed by a marketing message 24 hours later to continue the conversation. The results? Tatil Tur saw 2.9X higher sales from Click-to-WhatsApp ads, while reducing cost per click by 36% and cost per lead by 39% — directly boosting both booking performance and lead conversion. #### FliQi Education: Click-to-WhatsApp campaign for rural lead generation [FliQi Education](https://www.facebook.com/business/success/fliqi-education) ran a 3.5-month Click-to-WhatsApp campaign to attract qualified leads for its online courses targeting RAS exam aspirants. Ads were targeted to users interested in RAS content and directed them to WhatsApp, where potential students could express interest and purchase study products. This campaign helped FliQi reach more qualified leads in rural Rajasthan — a key target area — and improved lead quality from the start. After purchase, students received updates and practice materials through both the FliQi app and WhatsApp. Results? The campaign achieved an 85% lead-to-conversion rate, a 70–80% quarter-over-quarter revenue increase, and attracted 80% of customers from rural areas. Click-to-WhatsApp ads accounted for 60% of the total business during the campaign. #### Telkomsel: Hyper-targeted offers via WhatsApp ![Telkomsel%20used%20WhatsApp%20marketing%20to%20get%20higher%20quality%20customers](https://images.ctfassets.net/ph8r57dk1q9w/3vpybSWUJ5nBZFbE1f2azi/8d4eb4a0c6730fe5253284b938287bda/telkomsel.jpg) [Telkomsel](https://www.facebook.com/business/success/2-telkomsel-bm-success-story), an Indonesian mobile provider, launched a WhatsApp campaign that delivers geo-targeted rewards, such as coffee or juice vouchers, to subscribers entering specific areas. Partner brands could customize offers based on location, age, or online behavior, and users could redeem rewards or take actions, such as booking test drives, directly in the chat using workflows. Compared to an identical SMS campaign, WhatsApp delivered 6X higher read rates, demonstrating its effectiveness for timely, personalized engagement. #### Styli: Re-engagement campaign with WhatsApp [Styli](https://www.facebook.com/business/success/styli-bm-success-story), a fashion e-commerce brand, ran a 3-month campaign to win back inactive customers who hadn’t purchased in over 180 days. They sent personalized WhatsApp messages with gender- and language-specific offers, often paired with urgency-driven copy. Recipients who tapped on the offer were directed to Styli’s app, where a countdown timer encouraged them to complete checkout. WhatsApp reminders were sent within 24 hours if the user didn’t complete their purchase. Compared to email and push notifications sent during the same period, WhatsApp messages delivered a 67% higher conversion rate than push, 50% higher than email, a 17X higher click-through rate than email and a 6X higher return on ad spend than push notifications. #### UA Finance: WhatsApp loan campaign [UA Finance](https://www.facebook.com/business/success/ua-finance-bm-success-story) ran a WhatsApp campaign targeting inactive customers with personalized loan offers — a shift from their usual SMS and MMS outreach. Messages included a customized loan amount and an Apply Now button that launched an automated loan application process. The results: 1.5X more conversions, 6.6X more responses and 3X more same-day disbursements compared to previous SMS/MMS campaigns — all while reducing the resources needed for lead qualification. #### Arabian Automobiles Company: Click-to-WhatsApp Ramadan campaign [Arabian Automobiles Company](https://www.facebook.com/business/success/arabian-automobiles-company-bm-case-study) launched a Ramadan campaign using Click-to-WhatsApp ads to drive test drive bookings. They A/B tested ads that linked to WhatsApp only, website only and both — and found that giving users both options delivered the best performance. When users clicked the ad, they were prompted to send a pre-filled WhatsApp message. AAC used automated replies to qualify leads and offered test drive bookings through WhatsApp workflows. The result: 2X more leads and 56% lower cost per lead compared to single-destination ads, along with a 4% lower cost per click. #### Max Fashion: Targeted campaigns across key seasons ![Max%20Fashion%20ran%20Ramadan%20WhatsApp%20marketing%20campaigns%20to%20increase%20sales](https://images.ctfassets.net/ph8r57dk1q9w/1GxaxpqHxJs0LXYZY2ORcW/ac4be0a523509008ce8a15e2946e5906/maxfashion.jpg) [Max Fashion](https://www.facebook.com/business/success/3-max-fashion), a major fashion retailer in the UAE, used WhatsApp to deliver personalized, multilingual marketing messages across the Middle East. Campaigns were built using CRM data and tailored by language, purchase history and nationality, with rich formats like carousel images to showcase offers. Key campaigns included a Ramadan influencer collaboration, a White Wednesday urgency campaign and a first-purchase journey for new customers. The result? A 30% year-over-year increase in Ramadan sales, 5X higher revenue from WhatsApp vs. SMS during White Wednesday and 40% higher engagement for the new customer campaign compared to other channels. #### VIP Leather Craft: Optimizing WhatsApp ads for purchases, not just conversations [VIP Leather Craft](https://www.facebook.com/business/success/vip-leather-craft), an Indonesian premium leather goods ecommerce retailer, tested a new approach by optimizing its Click-to-WhatsApp ads for purchases instead of conversations. The customer journey remained the same — users clicked from Meta video ads to WhatsApp chats, where the sales team handled questions and completed orders. By targeting Indonesian adults more likely to buy, the campaign outperformed previous efforts focused on engagement. Results: Purchase-optimized ads delivered 28% more sales and a 21% lower cost per purchase compared to the brand’s usual approach of optimizing for conversations. ### What do successful WhatsApp campaigns have in common? The best WhatsApp campaigns feel less like marketing and more like a helpful conversation. Here’s what sets them apart: ![The%20best%20WhatsApp%20marketing%20campaigns%20all%20share%20some%20common%20traits%3A%20they%27re%20timely%2C%20targeted%2C%20frictionless%2C%20utilize%20smart%20automation%20and%20are%20action-oriented](https://images.ctfassets.net/ph8r57dk1q9w/2GPAXMNb0reNN5D8NDBaAt/db49acefbbccf88a85da6526e58b6765/WhatsApp_Marketing_-_Image_3.png) - They’re timely — Messages are sent at the right moment, often tied to key seasons or user behavior. - They speak to the right people — Campaigns are segmented by language, interest, or location, so messages feel personal and targeted. - They make it easy to start — Clear entry points like ads or lead forms help users opt in without friction. - They use automation wisely — Bots handle the basics, while humans jump in for high-value leads or complex questions. - They drive action — Strong CTAs like “Book now” or “Chat on WhatsApp” help move people forward. - They don’t stop at one message — a well-timed follow-up, often delivered through drip campaigns, nudges people to complete the action they started ### Best practices for WhatsApp marketing To maximize the effectiveness of WhatsApp as a marketing channel, it’s essential to respect [the platform’s conversational nature and user expectations](https://business.whatsapp.com/policy). Here are some proven practices to help you stay effective, compliant and customer-friendly. ![These%20are%20the%20best%20practices%20for%20whatsapp%20marketing%3A%20make%20sure%20you%20secure%20opt-ins%20from%20your%20customers%2C%20never%20send%20unsolicited%20messages%2C%20be%20conversational%2C%20use%20rich%20messages%20when%20they%20make%20sense%2C%20don%27t%20spam%2C%20and%20automate%20smartly](https://images.ctfassets.net/ph8r57dk1q9w/4Q4eoBnCbrg81KY1L00IfI/066c4af68980877a7fe323f25cca6d9d/WhatsApp_Marketing_-_Image_4.png) **Always secure opt-in before messaging** WhatsApp requires users to explicitly opt in to receive messages from your business. Make the opt-in process clear and valuable — whether through website forms, ad clicks, or in-store prompts. This not only keeps you compliant with Meta’s policies but ensures you’re speaking to people who *want* to hear from you. **Don’t copy-paste email tactics — WhatsApp is conversational** WhatsApp is not another email inbox. Avoid blasting long, one-way messages. Instead, keep it short, personalized and interactive. The goal is to have a conversation, not to push a monologue. **Use rich messaging formats when they add value** Enhance your messages with media that improves clarity or appeal, like product images, how-to videos, or carousel formats. Quick replies and buttons can also guide users through actions without typing, like choosing options or confirming attendance. **Avoid spamming: message only when it’s relevant and expected** Even if users opt in, messaging too often — or without context — can lead to opt-outs or blocks. Timing matters. Consider: Would *you* appreciate receiving this message at this moment? **Automate the basics, but let humans take over when needed** Automate repetitive tasks, such as greeting messages, FAQs, or lead capture flows. However, for complex inquiries or sensitive conversations, ensure users can quickly reach a human. That flexibility builds trust and improves experience. ### What metrics should you track for campaign success? Running a campaign is only half the work — measuring its performance is what helps you improve the next one. These are the key metrics to track to understand whether your WhatsApp marketing campaign achieved its goals: ![In%20order%20to%20know%20if%20your%20marketing%20campaign%20is%20performing%20effectively%2C%20you%20need%20to%20measure%20its%20CTR%20%28click%20through%20rate%29%2C%20response%20rate%2C%20conversion%20rate%2C%20ROAS%20%28return%20on%20ad%20spend%29%20and%20opt-out%20or%20block%20rate.](https://images.ctfassets.net/ph8r57dk1q9w/xNHs7lYiOhzRcTIg2fw3k/ec457784109943a49df4841b3ee7e409/WhatsApp_Marketing_-_Image_5.png) - Click-through rate (CTR) – The percentage of users who tapped a link in your message. This indicates how effective your message and CTA were in prompting action. - Response rate – The proportion of recipients who replied to your message. A high response rate indicates strong engagement and relevance. - Conversion rate – How many recipients completed your intended action, such as making a purchase, booking a demo, or filling out a form. This is the clearest indicator of ROI. - Return on ad spend (ROAS) – For campaigns driven by paid ads (like Click-to-WhatsApp), this shows how much revenue you earned compared to what you spent. - Opt-out/block rate – How many users unsubscribed or blocked your number after receiving a message. A spike here may indicate poor timing, irrelevant content, or message fatigue. ### Which platform can help you scale your WhatsApp campaigns? At some point, you’ll need more than just a phone and WhatsApp Business App to manage conversations at scale. Whether it’s sending broadcasts, automating replies, or tracking campaign performance, choosing the right platform makes all the difference. #### Why B2C businesses use WhatsApp Business API As your marketing needs grow, the limitations of WhatsApp Business App become more apparent. With more contacts and higher message volumes, relying on a small team to reply manually quickly becomes unsustainable. That’s where WhatsApp Business API comes in — offering the automation, scalability and integration capabilities needed to run campaigns efficiently. ![Why%20you%20should%20use%20WhatsApp%20API%20for%20marketing%3A%20advanced%20automation%2C%20support%20for%20unlimited%20number%20of%20users%2C%20analytics%2C%20third-party%20integrations](https://images.ctfassets.net/ph8r57dk1q9w/2UQtpCDYnziDGC0urHDY6s/1f50156788c927552fd0681291d5bed2/WhatsApp_Marketing_-_Image_6.png) - WhatsApp Business App = manual, limited, single-user - WhatsApp API = automation, multi-user, analytics and integrations Unlike WhatsApp Business App, WhatsApp API doesn’t come with its own interface, so you’ll need a platform to use it effectively. One such option is respond.io, which helps businesses plan, launch and track WhatsApp marketing campaigns at scale. #### WhatsApp Marketing on respond.io Respond.io gives marketers everything they need to run WhatsApp campaigns from start to finish — without coding or juggling multiple tools. From building message flows to tracking performance, respond.io helps teams turn conversations into conversions at scale. ![an%20image%20showing%20a%20workflow%20for%20whatsapp%20marketing%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7ClEig3i6lKwCbgAKRkms/888592555023579192db60af52b83cb1/Workflows-Module-High-fidelity.png) - Broadcast messaging tools to send personalized WhatsApp messages to thousands, fast, at scale and with opt-in compliance - Broadcast analytics to track delivery, read rates, and engagement by audience segment - No-code workflow builder for automating campaigns and follow-ups - Advanced chatbots to qualify leads and route conversations instantly - Entry point tracking from ads, web chat and lead forms - Performance analytics to monitor conversations and customer journeys - CRM integrations to personalize messages using customer data - Unlimited users and a shared inbox for coordinating replies during live campaigns ### What’s best for you? The best WhatsApp marketing campaign isn’t just one that follows best practices — it’s one that aligns with your goals, audience and resources. - Just starting out? Focus on building opt-in entry points through ads, forms, or landing pages. - Want to promote a product or sale? Plan a short, focused campaign with clear CTAs and timing. - Looking to re-engage existing contacts? Personalize your message flow and segment your audience. - Running multiple campaigns or managing a growing team? You’ll need a platform that helps you scale while keeping things organized. Wherever you are in your journey, WhatsApp can be a powerful channel — and with the right setup, you can turn conversations into conversions. Try WhatsApp API on respond.io for free today! ### FAQs about WhatsApp marketing campaigns ### Further reading Curious about how to get more out of WhatsApp for marketing? Check out these helpful reads: - WhatsApp Marketing in 5 Steps: A Detailed Guide (+Examples) - WhatsApp vs WhatsApp Business for Sales and Marketing - 7 Best WhatsApp Marketing Software in 2025 for Businesses ## [14 Benefits of WhatsApp Business Account + 3 Case Studies](https:/respond.io/blog/whatsapp-business-account-benefits) WhatsApp can be a powerful tool for businesses. From customer support to sales, find out how a WhatsApp Business account benefits you. With more than 2 billion people using WhatsApp, there’s a lot of potential for businesses interested in [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing). Anyone can use WhatsApp Business, but is it right for you? Is it worth using a WhatsApp Business account if you’re on other platforms? In this blog, we’ll answer that and more. Learn what it is, what the WhatsApp Business account benefits are and how to get started. ### WhatsApp vs WhatsApp Business Account The WhatsApp App was designed for personal use with standard messaging features for chatting and staying in touch with people, especially friends and family. On the other hand, WhatsApp Business is a suite of WhatsApp products that enable businesses to communicate with their customers on the channel. They have tools specifically designed for customer interaction. For example, these tools can help you [send broadcast messages](https://respond.io/blog/whatsapp-broadcast), [schedule WhatsApp messages](https://respond.io/blog/whatsapp-schedule-message), set [auto replies](https://respond.io/blog/whatsapp-auto-reply), send [WhatsApp bulk messages](https://respond.io/blog/whatsapp-bulk-message), have [multiple users reply to customers](https://respond.io/blog/whatsapp-business-multiple-users) and more. Today, more than [50 million businesses around the world](https://bloggingwizard.com/whatsapp-statistics/) use WhatsApp Business to communicate with customers. Now that we've taken a look at what a WhatsApp Business account is, let's explore its benefits. #### Why Businesses Choose WhatsApp Business Over WhatsApp It has been established that a WhatsApp Business Account is different from a personal account. The significant differences between them account for why businesses choose the former over the latter. Below are a few reasons for this decision. ![An%20image%20of%20three%20icons%20showing%20why%20businesses%20should%20choose%20WhatsApp%20Business%20over%20WhatsApp](https://images.ctfassets.net/ph8r57dk1q9w/LlEvff31dSb6mvI5nEmFA/c1191d1ac7adf601750187281a9dc028/benefits-of-whatsapp-business-account-image-1_cc4ab86de41539f6ca440d6ed6ba4beb.png) 1. Provides professional features: The business account comes packed with many professional features that support business growth. These features include the ability to create a business profile, catalogs, automated messaging, broadcast lists and more. 2. Improves communication: It enables businesses to be more responsive to customers and prospect queries without keeping them waiting. 3. Serves as a cost-effective marketing channel: It provides businesses with an affordable avenue for promoting their product and services. If you are a business owner still using a personal WhatsApp account, here are 14 advantages of switching to a WhatsApp Business Account. ### Top 14 Benefits of WhatsApp Business Account Using a WhatsApp business account has a ton of benefits to businesses looking to sell, grow and expand. Here are 14 reasons why you should have one: #### 1\. Expand Your Reach WhatsApp is a globally recognized communication channel with [2.96 billion unique users](https://www.statista.com/topics/2018/whatsapp/) and the second most downloaded messaging app. These records are powerful, making it a gold mine of opportunities for business owners. Not to mention that it is a product of Meta, one of the leading technology conglomerates in the world. With billions of users across the globe using WhatsApp, it has made it a lot easier for businesses to reach more prospects irrespective of location. #### 2\. Cater to Various Business Sizes As mentioned earlier, the WhatsApp Business Account caters to businesses of different sizes since it provides features that aim to help them connect with their customers, manage communication effectively and promote their products and services. Small-scale businesses can leverage the basic features of WhatsApp Business Account like catalogs, automated messaging, professional profile setup and more to scale their businesses. While medium to large-scale businesses looking to do a lot more with WhatsApp Business, can upgrade to [WhatsApp API](https://respond.io/blog/whatsapp-business-api) to leverage its features. Keep in mind that the API does not have a front-end interface and must be connected to a messaging platform to send and receive messages. #### 3\. Easy to Set Up An Account WhatsApp Business App is quite easy to set up. All you have to do is download the app from the Play Store or Apple App Store and fill out vital information. If you want to upgrade to WhatsApp API, then you need to partner with a [Business Service Provider](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider) like respond.io to access the API and software that manages your conversations and workflow. Thankfully, the [process of getting WhatsApp API](https://respond.io/blog/how-to-get-whatsapp-api#toc-mobile-4) is also straightforward. #### 4\. Allows You to Create A Professional Business Profile Using a WhatsApp Business Account allows you to set up a professional profile for your business. This feature provides you the opportunity to display your business’s unique selling point. ![An%20image%20of%20icons%20showing%205%20benefits%20of%20a%20WhatsApp%20business%20account](https://images.ctfassets.net/ph8r57dk1q9w/12QOOUmiQChjWw0AS7YcOM/e78888950689ea283578e59c2fabfbd3/how-to-change-whatsapp-to-business-account-image-8_8dfe5793c58191c9e51079616627a7e4.png) You can set your business name, choose your business's category, specify your location, add a website, add a business email address, write a description for your business and display your open hours and days. When new leads interact with you on WhatsApp, your profile gives them a quick insight into your business and what to expect. It also eliminates the need to ask certain questions like open hours, business location and more. #### 5\. Build Trust and Credibility With a Verified Business Badge One of the major factors that sets a business account apart from a personal account is the ability to get a verification badge, also known as the [WhatsApp Blue Tick](https://respond.io/blog/whatsapp-blue-tick). This badge shows authenticity and serves as proof that you are a real business. When customers see your verified badge, it tells them that they can trust your account, since WhatsApp conducts proper background checks before granting an account a verified badge. #### 6\. Provides Access to Multiple Users and Devices Whatsapp Business App allows you to manage one account from up to 5 devices. That is 1 phone and 4 desktops. Whereas WhatsApp API makes your account accessible to more devices and users at the same time. This feature is helpful if you own a large-scale business and have a team of agents handling conversations from one phone number. This way, you can respond to customers' queries and take orders faster, leading to a boost in your business growth. #### 7\. Secured Messaging Privacy is crucial in business, especially for online businesses. Your customers want to know that their conversation and personal details like home address, email address and phone number are safe in your inbox. WhatsApp provides a secure communication line between you and your customers. It uses an encryption protocol to protect messages as they move from the sender to the receiver. #### 8\. Lets You Set Up a Product Catalog WhatsApp Business allows you to create catalogs of your products and services. Showing what you have to offer upfront lets customers browse your products and services regardless of your availability, enabling them to make quicker decisions about what to purchase. ![An%20image%20of%20another%205%20reasons%20to%20use%20a%20WhatsApp%20business%20account](https://images.ctfassets.net/ph8r57dk1q9w/3m8RPgMSWFxswrPEjkyTqJ/ea763d223520b4beba162fb029b246a8/how-to-change-whatsapp-to-business-account-image-9_0258427351b3d2a950bb5125e18f1b09.png) Basically, a product catalog addresses common concerns like pricing, size, color of available items and more, eliminating unnecessary back-and-forth. #### 9\. Supports Automated Replies As a business owner, it is almost impossible to be available at all times to quickly respond to your all messages. Not to mention that sending repetitive text over and over can be tiring. This is where automated replies come in. WhatsApp Business App allows you to set automated messages such as welcome and away messages. On the other hand, using WhatsApp Business API can take this feature a step forward by enabling you to set automated replies to any type of customer message like product-related questions, FAQs and more. #### 10\. Enables Workflow Automation Since the WhatsApp API allows you to choose a powerful messaging platform of your choice, you can create a workflow for your WhatsApp conversations using the platform you have chosen. Creating a workflow simplifies the steps and processes of handling prospects from the inquiry stage to becoming paying customers. Thankfully, respond.io provides an [automation builder](https://help.respond.io/l/en/workflows/workflows-overview) called Workflows for automating conversations and tasks of any complexity. For example, you can automate answering FAQ inquiries, allowing your agents to focus on more important tasks. #### 11\. Cost-Effective Marketing Channel The WhatsApp Business Account provides more than just a messaging platform but an avenue for businesses to scale without breaking the bank. The global reach WhatsApp enjoys stands as a great advantage. ![An%20image%20showing%20the%20last%204%20reasons%20to%20use%20a%20WhatsApp%20Business%20account](https://images.ctfassets.net/ph8r57dk1q9w/6lIWGWrLsyagrECx4TlNEr/1b79c8134db3966e0752a252407d2a1a/how-to-change-whatsapp-to-business-account-image-10_39081b6c759ef55f837f4d610754c8b2.png) You can leverage [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) capabilities to [run ads](https://respond.io/blog/whatsapp-ads#) promoting your products and services without spending too much. Unlike conventional advertising which costs an arm and a leg. WhatsApp business account is a great first touch point for leads that come from ads. #### 12\. Improve Customers Retention and Retargeting The [WhatsApp Broadcast](https://respond.io/blog/whatsapp-broadcast) enables you to send personalized bulk messages. It’s an effective tool at your fingertips for retargeting prospects who have already shown interest in your business and retaining existing customers. Keep in mind of the [limitations for sending broadcasts](https://respond.io/blog/whatsapp-broadcast#toc-mobile-8) on the WhatsApp Business App. Also note that on WhatsApp API, you’ll need to [get a customer’s opt-in](https://respond.io/blog/whatsapp-opt-in) before sending them [template messages](https://help.respond.io/l/en/whatsapp/whatsapp-message-templates). #### 13\. Analyze Customer Behavior [WhatsApp analytics](https://respond.io/blog/whatsapp-business-metrics) provides valuable metrics such as the number of conversations started, catalog views, status views, messages read, messages delivered and more. These metrics give you an insight into your business performance. Armed with accurate information, you can make better choices and decisions for your business going forward. #### 14\. Improves Customer Experience We have already mentioned how a business account enables you to streamline order processing, automate workflow, provide swift and secured messaging, display vital details about your business that inform your customers upfront and so on. A combination of these benefits can help improve customers' experience with your business. Ensuring that your customers are satisfied can improve your revenue generation. A study suggests that [61% of customers](https://www.forbes.com/sites/blakemorgan/2023/06/26/100-customer-experience-stats-for-2023/) are willing to spend 5% more if they know they will get a good customer experience. Still not convinced about the potential of a WhatsApp business account? Then take a look at how 3 businesses achieved success with one. ### 3 Big Wins With WhatsApp Business: Case Studies Now that you know the benefits a WhatsApp Business Account brings, let's look at how businesses are using it to improve lead generation and qualification as well as conversions. #### 1\. How Sharwa Achieved a 40% Conversion Rate on WhatsApp [Sharwa](https://respond.io/customers/how-sharwa-designed-a-communication-strategy-that-achieved-85-in-csat-scores), an Egyptian social commerce platform launched in 2022, aimed to expand nationwide while improving communication with customers, suppliers, and drivers. The company needed a scalable solution to streamline interactions across its growing team and prevent missed messages, ensuring seamless operations and exceptional customer experiences. To solve this, it connected a WhatsApp business account to respond.io. Automation features enabled efficient routing, order management, and re-engagement campaigns. These efforts **reduced response times by 60%**, **sped up issue resolution by 40%**, and **improved customer satisfaction from 70% to 85%**. Additionally, WhatsApp retargeting campaigns boosted conversion rates by 40%, turning many customers into loyal shoppers. #### 2\. How 800 Storage Achieved 30% More Conversion over WhatsApp [800 Storage](https://respond.io/customers/how-800-storage-achieved-30-more-conversions-over-whatsapp), a Dubai-based storage company managing 15,000 square feet of storage space for customers, faced challenges in handling a growing volume of messages from inquiries and quotations as the business expanded. To maintain efficiency and provide better customer experiences, it needed a enhance their WhatsApp messaging capabilities By upgrading to the WhatsApp Business API and integrating it with respond.io, 800 Storage **reduced first response times by 30%** and **resolution times by 60%**, **boosting conversions by 30%**. Impressed by the results, CEO Malek Barghout extended the solution to another business, Colour My Plate, underscoring its impact on operational success. #### 3\. How Sleek Gained 3x More Qualified Leads Using WhatsApp [Sleek](https://respond.io/customers/how-sleek-gained-3x-more-qualified-leads-over-whatsapp), a Singapore-based platform offering administrative services for startups and SMEs, faced challenges with a confusing web chat interface and poor lead generation, particularly as it expanded to Australia, Hong Kong, and the UK. To improve engagement and capture more qualified leads, it needed a more efficient communication solution. By transitioning sales conversations to a WhatsApp business account and leveraging a respond.io, Sleek set up market-specific workspaces, automated inquiry routing, and added WhatsApp links and QR codes to its website. These efforts boosted efficiency and lead generation, resulting in a **3.5x increase in sales inquiries** and **3x more qualified leads** in Singapore and Hong Kong. Agents responded within 2–3 minutes, improving customer satisfaction and **raising Sleek’s NPS to 68%**. ### Supercharge Your Productivity on WhatsApp with respond.io With 15 amazing benefits, it’s clear why businesses around the world are turning to WhatsApp Business. Whether you want to automate replies, showcase products, or organize conversations, WhatsApp Business App has the features you need to grow. However, some of these feature have limited capabilities. This is why you need respond.io, a leading WhatsApp API provider. With respond.io on your side, you can streamline communication, automate workflows, route customers to dedicated agents, track business performance and so much more. Get started with a [free respond.io account](https://app.respond.io/user/register) today! ### Further Reading Are you interested in learning how WhatsApp can benefit your business? Read these articles to find out: - WhatsApp Broadcast: How to Broadcast WhatsApp Messages - How to Get WhatsApp API: WhatsApp API Integration - WhatsApp Automation: A WhatsApp Business Automation Guide ## [20 Best Instagram Quick Reply Examples ](https:/respond.io/blog/quick-reply-instagram-examples) Want to reply to Instagram DMs in an effective, time-efficient way? Here are the 20 best quick reply Instagram examples for your Instagram Business account. In its early years, Instagram was a casual social network for sharing images. Its highly engaging visual content appealed to users and businesses alike, and the platform now has multiple business-oriented features such as Instagram quick replies. In this article, you’ll learn what they are and how to create them. In addition, you’ll find a list of 20 quick reply Instagram examples that you can use for more efficient communication with your customers. ### A Brief Introduction Instagram Quick Replies are text shortcuts that allow users to respond to [Instagram DMs](https://respond.io/blog/instagram-direct-message-api#toc-mobile-7) with pre-saved templates. Users can either create them from scratch or pick a frequent response to use as a saved reply. While every customer is different, certain questions will be asked more often than others. After identifying those questions, Instagram Business account users can save quick replies accordingly. ![Image%20showing%203%20instagram%20quick%20reply%20benefits%3A%20time%20saving%2C%20consistent%20information%20and%20brand%20voice%2C%20users%20can%20reply%20to%20many%20DMs](https://images.ctfassets.net/ph8r57dk1q9w/3bG2Ik3MVv3oyggMQw8cwe/f9806763f631d1cc7dae73ef32847723/InstagramQuickRepliesImage01_a6dcd67cff669909eea83cb94d838eda.png) This comes with three important benefits. First, faster replies save both users and customers time. Second, it ensures consistent information and brand voice. And last but not least, users can handle numerous DMs at a time with ease. This Instagram quick reply feature is only available for [Instagram Business accounts](https://respond.io/blog/instagram-direct-message-api#toc-mobile-3). Users can access it from iPhone and Android phone devices, as well as from their desktop. ### How to Quick Reply on Instagram Now you might be wondering how to make quick replies on Instagram. Open your Instagram Business app and follow these steps: ![4%20phone%20screenshots%20showing%20where%20to%20find%20the%20Instagram%20quick%20replies%20feature](https://images.ctfassets.net/ph8r57dk1q9w/3TdBnIXu5XxuNOhIfNXfM3/39deb71c7dd046ac1b1d4766308e0ff4/HoldAppSwitchButton20_ac1f0ca53061414602c5045c29191fc4.png) 1. Tap the menu button on your profile and select Settings 2. Select Business 3. Select Saved replies 4. Tap the plus button to add a new quick reply 5. Enter a shortcut and a message, and tap the check mark to save Creating a quick reply message for Instagram is that simple. In need of some inspiration? Let’s take a look at some Instagram quick reply examples you can use. ### Quick Reply Instagram Examples The most popular use for Instagram quick reply is probably greeting new followers. But there are many more things you can achieve with them. Below, you can find four popular Quick Reply categories. ![Image%20showing%204%20best%20use%20cases%20for%20Instagram%20quick%20replies%3A%20greetings%20and%20goodbyes%2C%20FAQ%2C%20Sales%2C%20Updates](https://images.ctfassets.net/ph8r57dk1q9w/39pJUOrgvvhhjrf6fCd6M2/8587d31560057be93bc051ece84ddd45/InstagramQuickRepliesImage02_d781304b2278bff2c51985344cfbeef5.png) On a side note: Regardless of the type of quick reply, Instagram likes it short, clear, and friendly. Keep this in mind when you compose your own quick replies. #### Quick Reply Instagram Examples: Greetings and Goodbyes Businesses that provide support via Instagram will greet and say goodbye to customers very often. Hence, having a list of texts to open and close conversations makes this daily chore less time-consuming. ##### Standard greeting 👋 Hello \[customer name\], I am \[agent name\], what can I do for you? ##### Delayed response 👋 Hi! We have been very busy and can't reply to your message as quickly as we'd like. Sorry for the wait! ##### Offline 👋 Hi! We received your message while we were offline, so we couldn’t answer you right away. Sorry for the wait! ##### Further inquiries Thanks for reaching out to us. Is there anything else I can do for you? ##### Close conversation + rating request Thanks for contacting us. Do you have a minute to leave a review of your experience with \[Company name\]? 🙂 We’d like to know your opinion: \[Link\] #### Quick Reply Instagram Examples: FAQ Most businesses have a list of questions they are frequently asked. In this case, having quick replies that contain basic information about your company is always a good idea. ##### Business hours 📆 Our operation hours are Mondays to Fridays, from 10:00 a.m. to 18:00 p.m. ##### Address 📍 You can find us at \[Address\] ##### Appointment We are happy to set an appointment with you! Please select your preferred date here: \[Link\] ##### Careers We are always on the lookout for passionate people to join us on this journey. ⛵️ If you are one of them please do not hesitate to send your resume to \[email address\]. We can’t wait to hear from you! ##### Product-specific Respond.io supports integrations with multiple platforms. You can check the full list here: \[link\] #### Quick Reply Instagram Examples: Sales When there is money involved, customers always want clear information. Having a well-prepared answer to a sales inquiry can make a difference between a satisfied customer and a discontented one. ##### Pricing We have different monthly packages designed to scale with your business: Starter, Pro, Business, and Enterprise. You can check them out here: \[Link\]. ##### New customer Hey, \[contact name\]. Thanks for reaching out. We’d like to know a little more about you to help you better. Please leave your phone number so our agent can chat with you. ##### Cancellation ✅ You can cancel your plan anytime, without additional charges. Simply get in touch with us and let us know. ##### Return policies ✅ You can return your item to us and get a full refund. No questions asked. Simply send it back, and we’ll cover all the costs. For more information, check our Return Policy here: \[Link\] #### Quick Reply Instagram Examples: Updates The following replies are mainly useful for services or online stores. Customers appreciate when businesses are communicative with them, rather than leaving them in the dark. ##### Platform maintenance ⚠️ Important notice: Our platform will be down for maintenance on Monday, 02/05/2022. We’ll try to be as quick as possible. Sorry for the inconvenience caused! ##### Product back in stock Hey there! We thought you’d be happy to hear this: 🎉 \[product name\] is back in stock! You can purchase it now at our online store: \[link\] ##### New release Here’s some exciting news: We’ll be releasing an update next Friday at 08:00 a.m., with plenty of new features 🙌 . If you have subscribed to our newsletter, you’ll receive more info soon. If not, you can subscribe here: \[Link\] ##### Technical difficulties 💥 Oops! it seems we are having some technical difficulties. We are already working on it, and we will try to solve it as soon as possible. Sorry for the inconvenience! ##### Problem fixed Update: 🔧 The technical issue has been fixed. You can keep using our platform as usual. Thanks for your patience, and have a nice day! These 20 quick reply Instagram examples answer many of the questions that businesses get asked via Instagram DM. Feel free to copy them or write your own, since they can greatly improve the quality of your Instagram conversations with customers. But perhaps you are growing so rapidly that even quick replies can't address all Instagram DMs in time. If you are looking to use an Instagram DM inbox with multiple users access, here’s the solution: respond.io has integration with Instagram DM API. Want to know more? Find all the details [here](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-3). ### Further Reading If you enjoyed this article and you would like to learn more about Instagram for business, check out these articles: - Instagram Messaging for Business: The Ultimate Guide - The Practical Guide to Click to Instagram Direct Ads - Instagram Business Multiple Users: A How-To Guide ## [4 Respond.io Alternatives to Consider](https:/respond.io/blog/respondio-alternatives) Looking for a respond.io alternative? This respond.io alternative blog compares the best customer conversation management software with its alternatives. You’re probably on this blog because you’re looking for a powerful and reliable software like respond.io to manage customer conversations. This respond.io alternative blog post will first give you an overview of respond.io to help you understand its capabilities. Then, we’ll explore some respond.io alternatives you can consider and help you decide which platform is the best for your business. ### Respond.io Alternative: What is Respond.io? Respond.io is a customer conversation management platform designed for growing businesses and enterprises that want to capture, convert and retain customers over chat and voice calls. Built for speed, scale, and flexibility, respond.io supports use cases across industries—from marketing and sales to customer support and transactional messaging. Now that you have an idea of what this platform offers, let’s explore how it can unlock efficiency and impact for businesses with complex operations. ### Respond.io Overview: What Are Its Features and Benefits? Respond.io is a versatile software that has brought significant benefits to its [global customers](https://respond.io/customers). From [streamlining communication across channels](https://respond.io/customers/how-yoho-centralized-6-support-channels-to-improve-chat-response-times-by-84) to [improving sales numbers](https://respond.io/customers/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50), respond.io has provided a great return on investment (ROI) for businesses worldwide. These are some of the things you can do with respond.io. #### Centralize All Voice and Messaging Channels for a True Omnichannel Experience [Respond.io](http://Respond.io) allows you to connect all the communication channels your customers use. You can connect voice channels like [WhatsApp calls](https://respond.io/blog/whatsapp-voice-call), [Facebok Messenger calls](https://respond.io/help/facebook-messenger/messenger-call) and [VoIP](https://respond.io/blog/voip-vs-landline-vs-whatsapp-business-calling-api) along with instant messaging channels like [WhatsApp](https://respond.io/blog/whatsapp-business), [TikTok](https://respond.io/blog/tiktok-for-business), [Instagram](https://respond.io/blog/instagram-business-chat), [Facebook Messenger](https://respond.io/blog/facebook-business-chat) and [Telegram](https://respond.io/blog/telegram-for-business). With the new [VoIP-CRM integrations](https://respond.io/blog/voip-crm-integration), businesses now have a voice channel through Telnyx, WhatsApp and Facebook Messenger to close sales quickly and assist customers more effectively. Businesses can also seamlessly transfer calls to other agents and get an AI summary of every call to provide context. ![](https://images.ctfassets.net/ph8r57dk1q9w/4bW5tGGoQm5CpgBGHqoWbh/0b5f98d9c471557d1a30a845aeb16346/Wati_Alternative_-_Image_1__1_.png) You can also manage multiple channel accounts like individual WhatsApp accounts or numbers for each branch or outlet. Plus, it lets you connect custom channels, like your business' own messaging apps or e-commerce platform native chat inboxes like Lazada chat. By centralizing all channels, you can reply to messages from a single omnichannel inbox on a desktop or mobile app. Now that all the channels are centralized, let’s look at a convenient tool to identify returning contacts across these channels. #### Merge Conversations from WhatsApp and Other Channels in a Single Thread When your business is active on multiple messaging channels, it's normal for the same person to contact you through more than one of them. This often leads to fragmented conversations, making it hard to deliver a true [omnichannel experience](https://respond.io/blog/omnichannel-communication#toc-mobile-2). Respond.io helps solve this by recognizing returning customers across all channels. You can easily spot duplicate contacts and [merge conversations from different channels](https://help.respond.io/contacts/contacts-overview#merge_contacts) into one unified thread. ![A%20gif%20showing%20the%20merge%20duplicate%20contact%20feature%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7muTfWSoCpnNiFvRmX3SN5/9e7b8ff76645580d84416649f2109f17/merge_contacts__1_.avif) For example, if a customer first reaches out via WhatsApp and later messages you on Instagram, you can easily merge the chats to get the full picture. This not only gives you context, but also helps you spot patterns and make smarter decisions when supporting them. Up next, let’s explore how [respond.io](http://respond.io) supports your sales and marketing efforts. #### Sell and Market on Multiple Channels Respond.io helps businesses grow by making it easy to market and sell on the messaging channels their customers use most. Whether you're running ads, sending promotions or responding to inquiries, respond.io gives you the tools to manage it all from a single platform—so you can turn more conversations into conversions. ##### Manage Ad-Driven Conversations If click-to-WhatsApp, TikTok, Instagram, or Facebook ads are part of your marketing strategy, respond.io makes it easy to handle all incoming conversations from these channels in one place. ![An%20image%20showing%20how%20businesses%20can%20track%20which%20click%20to%20chat%20ad%20leads%20come%20from](https://images.ctfassets.net/ph8r57dk1q9w/FqTFqgOTVIqyLIB3uZ20w/15d7b395e7ea626ac7499aaf70c90cbe/tiktok_ads__1_.avif) The platform automatically identifies which ad prompted a lead’s message, giving your team the context needed to reply with relevance and speed. ##### Broadcast Messages Across Channels Once you've engaged leads through ads, continue the conversation at scale with targeted broadcasts. Respond.io supports [broadcast messaging](https://help.respond.io/broadcasts-module/broadcasts-overview) across channels like [SMS](https://respond.io/blog/sms-marketing-sms-broadcast), [WhatsApp](https://respond.io/blog/whatsapp-broadcast), [Facebook Messenger](https://respond.io/blog/facebook-messenger-broadcast), [Telegram](https://respond.io/blog/telegram-broadcast), [LINE](https://respond.io/blog/line-broadcast), and [Viber](https://respond.io/blog/viber-bulk-message). ![An%20image%20of%20the%20broadcasts%20feature%20on%20respond.io%20to%20send%20messages%20on%20multiple%20channels](https://images.ctfassets.net/ph8r57dk1q9w/3BMQelgXX1ovmsLI0UKjOu/6ddb6a35c0b664ceefe50804c6fb35a9/Screenshot_2025-03-14_at_5.32.43_PM__1_.png) You can even send messages on the last channel a customer used, making each touchpoint feel timely and personal. Businesses can [segment audiences by channel](https://help.respond.io/broadcasts-module/broadcasts-overview), customize messages to suit platform behavior, and analyze campaign performance with built-in broadcast analytics. In addition, trigger promotional messages based on customer activity from e-commerce platforms like [Shopify](https://help.respond.io/zapier/e-commerce-integration-shopify). For instance, send [abandoned cart messages](https://help.respond.io/zapier/e-commerce-integration-shopify) offering discounts or incentives to re-engage shoppers who didn't complete their purchase. #### Track and Manage Every Customer Touchpoint [Respond.io’s Lifecycle](https://respond.io/help/workspace-settings/workspace-settings-lifecycle) feature lets you map out and manage every stage of the customer journey—from first contact to conversion and beyond. This makes it easy to see where each customer stands and what actions your team needs to take next. Whether you're nurturing new leads, following up with interested prospects or handling post-sale support, Lifecycle stages keep your team aligned and organized. You can customize each stage to match your sales or support process, ensuring no one slips through the cracks. Lifecycle works hand-in-hand with automation. You can automatically update a contact’s stage based on their actions—like replying to a message, booking a demo or making a purchase. This gives your team real-time visibility and ensures smooth handovers between marketing, sales and support. ![](https://images.ctfassets.net/ph8r57dk1q9w/5NgEIxkbZA0xnnOER3GNbx/a06ecc68b7fccfee3e29f1fffff8e67b/screenshot-2025-02-06-at-3-52-50-pm__1_.avif) Better yet, Lifecycle helps you prioritize high-value conversations. For example, your sales team can instantly filter contacts in the “Interested” or “Qualified” stages and focus on closing those deals—while support teams can concentrate on customers needing urgent help. And since all your interactions happen in one place, you’ll have the full context for every conversation—no matter which channel they came from. With each customer clearly mapped in your pipeline, your team can focus on delivering fast, accurate and personalized responses. And that’s where AI steps in. Next, let’s look at how respond.io’s AI tools help your team respond quickly and spot-on. #### Streamline Processes in One Visual AI-Powered Automation Builder [Respond.io’s Workflows](https://respond.io) allow you to automate complex and repetitive business processes in a visual automation builder. You can plan, design and implement a Workflow with any amount of complexity from scratch or via templates. For instance, you can design specific automation journeys for customers depending on their messages or responses in pre-chat surveys. Then automatically route and assign them to the right team and agent quickly. ![](https://images.ctfassets.net/ph8r57dk1q9w/4t1sbCGpma9I7BQAttBemL/a1dcd6d2e98000aa4d8648dcb5fcc1e2/untitled-18__1___1_.avif) Best of all, you can train and add an [AI Agent](https://respond.io) (respond.io’s AI-powered chatbot) to your Workflow and configure it to: - Answer customer questions and collect lead information before passing the conversation to a human agent. - Handle voice calls with a customizable AI voice for a consistent brand experience. - Understand and respond to audio messages, automatically transcribing them and maintaining conversation context. - Send context-aware follow-ups to re-engage customers naturally without sounding robotic. - Transfer live calls to the right human agent while keeping full conversation history and transcripts intact. - Simulate human behavior with typing indicators and natural response delays to make interactions feel authentic. - Deliver faster, more reliable responses through a multi-agent system that reduces errors and unnecessary processing. - Allow instant human takeover, with the AI stopping immediately to ensure smooth, controlled handoffs across modules. By combining Workflows and AI Agents, you can deliver faster, more personalized customer experiences while reducing manual work and ensuring every interaction—voice or chat—flows seamlessly from automation to human support. #### Respond Quickly, Accurately and Professionally with AI With respond.io, agents can leverage AI capabilities to answer inquiries promptly and efficiently. [Respond AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) allow agents to refine their messages, ensuring clarity and precision in communication. They can also translate messages into different languages, reducing potential language barriers. ![](https://images.ctfassets.net/ph8r57dk1q9w/3QS0qreQm86nSom5xkPwSD/64f79ee3318a81feb40a4a506d1c32fc/jun-11-2024-15-44-18__1___1_.gif) [AI Assist](https://help.respond.io/messages/using-ai-assist), on the other hand, is a game-changer for providing agents with quick replies based on customer context. This rapid access to information allows agents to respond quickly and accurately to customer inquiries, enhancing response times and contributing to a more [satisfying customer experience](https://respond.io/blog/ai-customer-experience). #### Use Salesforce & HubSpot Inside Respond.io to Work Faster [Respond.io](http://Respond.io) connects directly with Salesforce and HubSpot, so you can see and update customer information while chatting—no need to switch between tools. Your team can check contact details, deal status, and notes all in one place to give better, faster replies. You can also set up workflows to automatically create or update records in your CRM based on how conversations go. This saves time and keeps your data up to date without extra effort. ![](https://videos.ctfassets.net/ph8r57dk1q9w/1H7TTdNprX2SzxtWAIEZKT/db9ec5d6d64d3d29e51d37d3a5b36dec/salesforce-inbox.avif) By syncing everything in real time, your team always knows what’s going on with each customer—making it easier to stay organized and work as a team. #### Gain Actionable Insights with Respond.io Reports Respond.io's Reports module gives your team a clear view of performance across messaging channels, helping you understand what’s working—and what’s not. With nine reporting tabs covering everything from conversations and response times to agent performance and message volume, sales teams can easily track KPIs that matter. For sales, this means visibility into lead response times, conversation outcomes, and broadcast performance. Managers can identify top performers, spot drop-offs in the sales funnel, and optimize workflows for better conversion rates. ![](https://images.ctfassets.net/ph8r57dk1q9w/1GOoaFL15QJViBofAdofhh/62c44276f60608f83b6f1b445baea246/Screenshot_2025-04-24_at_7.21.01_PM.png) Plus, with filters and export options, it's easy to create custom reports to share with leadership or adapt strategy on the fly. With a comprehensive understanding of respond.io's capabilities, it's time to explore the most important qualities platforms like respond.io should have – robust platform reliability and stability. #### Reliable Platform and Customer Support Reliable services and excellent customer support from solution providers like respond.io are crucial as businesses rely heavily on the platform to manage their business operations and communicate with customers. ![Reliable%20services%20and%20excellent%20customer%20support%20from%20solution%20providers%20like%20respond.io%20are%20crucial%20as%20businesses%20rely%20heavily%20on%20the%20platform%20to%20manage%20their%20business%20operations%20and%20communicate%20with%20customers.](https://images.ctfassets.net/ph8r57dk1q9w/61GIDDJM8223JSiRLWE7Qx/2b85a628a0558cedb81f68c7d767829e/concepts-respondio-alternative-image-05_75aaa253cfe17dc6e790e906fa84eb51.png) Respond.io offers a [dependable platform](https://respond.io/customers/how-golden-luxe-enjoys-a-20x-more-stable-messaging-experience-with-respondio) that is designed to handle high volumes of messages without interruption. It gives businesses the ability to maintain consistent operations and focus on chatting with customers. In addition to maintaining a stable platform, providing responsive and efficient customer support is crucial. ![In%20addition%20to%20maintaining%20a%20stable%20platform%2C%20providing%20responsive%20and%20efficient%20customer%20support%20is%20crucial.%20Respond.io%u2019s%20support%20team%20is%20available%20from%20Monday%20to%20Friday%2C%20around%20the%20clock%2C%20and%20can%20assist%20you%20in%20English%2C%20Spanish%2C%20Chinese%20and%20Arabic.%20You%20can%20also%20reach%20them%20on%20multiple%20channels%20including%20WhatsApp%2C%20Facebook%20Messenger%2C%20LINE%20and%20more.](https://images.ctfassets.net/ph8r57dk1q9w/uf1vpj28KDdvuYP4GWKBf/b84eb2886e10a29ce8c140f5aa913596/concepts-respondio-alternative-image-06_8a3a074b3893086a61a113b84428a59f.png) [Respond.io](http://Respond.io)’s [support team](https://respond.io/contact) is available 24/5, from Monday to Friday, offering assistance in English, Spanish, Chinese, and Arabic. You can contact it via live chat or call. It is accessible across multiple channels, including WhatsApp, Facebook Messenger, LINE, and others. For after-hours support, AI assistance is also available. Now that you know what respond.io has to offer, let's look at some of its alternatives. ### What Are 4 Respond.io Alternatives to Consider? In this section, we’ll explore four popular respond.io alternatives — WATI, Trengo, SleekFlow, and MessageBird. To help you make an informed decision, we’ll compare these platforms based on the following key factors: - Omnichannel capabilities - Contact identification and merging across channels - Broadcast features - Lead tracking and management - Automation tools - AI capabilities - CRM integrations - Reporting and analytics - Platform and customer support reliability Let’s dive into the details. ![In%20this%20section%2C%20we%u2019ll%20go%20over%20four%20respod.io%20alternatives%20including%2C%20WATI%2C%20Trengo%2C%20Sleekflow%20and%20MessageBird.%20When%20comparing%20these%20platforms%2C%20we%27ll%20evaluate%20the%20number%20of%20channels%20they%20support%2C%20ability%20to%20identify%20returning%20contacts%20across%20channels%20to%20prevent%20siloed%20conversations%2C%20ease%20of%20setting%20up%20automation%2C%20promotional%20messaging%20capabilities%2C%20platform%20reliability%20and%20customer%20support%20availability.](https://images.ctfassets.net/ph8r57dk1q9w/6nHzawWBd17zR886sTQPaj/d32bf8a081be8af6df20cce28940f415/concepts-respondio-alternative-image-07_865bb967bf83b90560b510a04051b775.png) This includes the number of channels they support, the ability to identify returning contacts across channels to prevent siloed conversations, ease of setting up automation, promotional messaging capabilities, platform reliability and customer support availability. Let’s dive into the details below. #### Respond.io Alternatives: Is WATI A Good Alternative? [WATI](https://respond.io/blog/wati-alternative) (short for WhatsApp Team Inbox) is a customer engagement platform built specifically for the [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api), although it doesn’t support WhatsApp calls. It allows you to use [WhatsApp with multiple users](https://respond.io/blog/whatsapp-business-multiple-users) while enjoying all the features available for WhatsApp API, like broadcasts and [interactive messages](https://respond.io/blog/whatsapp-interactive-message). Recently, Wati recognized that restricting users to a single channel was holding them back. As a result, they’ve introduced an integration with Instagram DMs, though it comes with some limitations. Wati might work for businesses that only use WhatsApp and Instagram to talk to customers. However, relying on just two messaging channels can quickly become limiting. Plus, Wati adds extra fees to WhatsApp messages you send, a practice that goes unnoticed by some businesses. **WATI Advantages and Limitations** | Pros | Cons | | --- | --- | | Use WhatsApp with multiple teams | Platform limited to WhatsApp and Instagram | | Supports many of WhatsApp's features | No WhatsApp calls | | Set up automation without any coding | Extra charges per WhatsApp message | | Native integrations with Hubspot and Salesforce | No way to track lead progress and status | | | Limited customer support availability | Wati allows you to set up automation without any coding to automate WhatsApp conversations and agents’ tasks. Its automation builder gets you covered if you’re looking to automate usual business tasks like data collection or appointment booking, but it is not particularly feature-rich. Wati, unfortunately, does not come with a way to track and manage leads through the funnel. But if you’re simply looking to integrate your CRMs into Wati for convenient customer management, know that it does have native integration with Hubspot and Salesforce. Wati’s reporting and analytics features are relatively basic. The platform offers standard dashboards that track message volume, operator performance, and ticket resolution times. Users can export reports on demand and schedule weekly summaries for the Team Inbox. Wati’s customer support is only available Monday to Friday, 9 am to 5 pm IST (GMT +5:30), and you can only reach them by email or WhatsApp. The WhatsApp support can be frustrating because the chatbot makes it hard to talk to a real person. Lastly, pricing starts at $39 a month for 3 users. But your bill can rack up quickly if you have a lot of users or as your team grows. For medium to large businesses, respond.io is a better [alternative to Wati](https://respond.io/wati-alternative). #### Respond.io Alternatives: Is Trengo A Good Alternative? [Trengo](https://respond.io/blog/trengo-alternative) is a platform that helps businesses manage customer interactions across multiple channels. It is designed for small businesses with simple business processes. It supports multiple channels, including voice calls, SMS, email, WhatsApp (but not WhatsApp calls), Instagram, Messenger, Telegram, WeChat and custom channels. Plus, it allows businesses to merge conversations from the same channel. Businesses can send broadcasts via SMS and WhatsApp. Automation is powered by AI HelpMate for instant replies and AI Journeys for building no-code workflows. This setup lets teams automate FAQs, route chats and more without writing code. While Trengo supports several popular channels, it does not support LINE, TikTok and Viber. If your business is located in [regions where these apps are popular](https://respond.io/blog/top-messaging-apps), you cannot create a total omnichannel experience on this platform. With Trengo, you can label conversations, but there isn’t a tool to track and manage leads like [respond.io](http://respond.io)’s Lifecycle. **Trengo Advantages and Limitations** | Pros | Cons | | --- | --- | | Supports various channels, including custom channels | Does not support LINE, TikTok and Viber | | Allows broadcast on SMS and WhatsApp | Does not support broadcast on other popular channels | | Allows conversation automation | Automation set-up is spread across different features, which can be confusing | | Native integration with Salesforce and Hubspot | Platform often crashes when it receives high volumes of messages | | | Limited customer support availability | | | No WhatsApp calls | | | No way to track and manage leads | | | Reports and analytics are a bit lacking | Unlike [respond.io](http://respond.io), Trengo doesn’t allow merging conversations from two different channels. It only allows conversation merges from the same channel. When setting up automation, businesses have to work on multiple modules, which can lead to confusion or redundancy. If you set up similar automation in both spaces, it may be difficult to determine which is responsible for a particular action or event when something goes wrong. The good news is that Trengo offers native integrations with both Salesforce and HubSpot, allowing you to seamlessly sync and streamline customer data across platforms. Trengo offers analytics on conversation statuses, resolution metrics, and number of replies to resolution. It also includes a Live Dashboard for real-time tracking of tickets, agent status, and performance. Reports can be filtered by teams, channels, and labels, but customization options are limited compared to advanced platforms. Trengo’s most affordable plan starts at $170 per month for five users but doesn’t include chat support. With this plan, customer service is only available Monday to Friday, from 9 AM to 5:30 PM Central European Time (CET, GMT+1). To access live chat or phone support, you’ll need to upgrade to the Pro or Enterprise plan. This isn’t ideal as the platform often crashes whenever it receives high volumes of messages, so it is not the best option for scaling businesses. [Learn more about Trengo vs respond.io here](https://respond.io/trengo-alternative). #### Respond.io Alternatives: Is SleekFlow A Good Alternative? [SleekFlow](https://respond.io/blog/sleekflow-alternative) is an omnichannel communication platform that helps brands manage multiple channels from a single platform. Similar to Trengo, it is built for small companies managing customer conversations across popular messaging channels. Businesses can connect channels like SMS, WhatsApp, Instagram, Messenger, LINE, Telegram, WeChat, and Viber to their platform to receive messages in one place. It allows broadcasts on SMS, WhatsApp, WeChat and LINE and offers broadcast analytics. Businesses can use SleekFlow's rule-based automation or its advanced Flow Builder to automate conversations. SleekFlow supports lifecycle stages with AI-powered transitions and automated workflow triggers via its Flow Builder. **SleekFlow Advantages and Limitations** | Pros | Cons | | --- | --- | | Supports most of the popular messaging channels | Does not support custom channels | | Provides automation builder | Users report slowdowns under high message volumes (G2) | | Native integration with Salesforce and HubSpot | No WhatsApp calls | Although SleekFlow is an omnichannel platform, it does not support WhatsApp calls or custom channels. Additionally, it does not support merging duplicate contacts across channels when customers message from more than one place, which is a must-have for businesses that want to provide a complete omnichannel experience. SleekFlow offers native integrations with both Salesforce (Enterprise plan) and HubSpot (Premium plan onwards), allowing users to access CRM data directly within the messaging platform. SleekFlow also has an analytics module to get insights into agent performance, customize metrics to fit your goals, and evaluate conversion funnels. Users on G2 have reported slow load times due to bandwidth-heavy file handling and bugs causing data loss and features not working as advertised. SleekFlow offers email and chat support on standard plans but support quality has been a recurring concern among customers, unless they use the Business Consultancy Service ($499 per month). This is reflected in the story of [GETUTOR](https://respond.io/customers/sleekflow-alternative-review-by-getutor), an education business that switched from SleekFlow to respond.io after struggling with slow and unhelpful technical support. SleekFlow's Pro AI plan is priced at US$199/month and includes 3 users and 500 Monthly Active Contacts (MAC). It also charges US$15/month for each hosted WhatsApp Business API number. *Note: SleekFlow's pricing varies by region.* If your business is growing and needs a platform with advanced automation, reporting and channel support, [respond.io offers a broader feature set than SleekFlow](https://respond.io/sleekflow-alternative). #### Respond.io Alternatives: Is MessageBird A Good Alternative? [MessageBird](https://respond.io/blog/alternatives-messagebird) was initially developed for SMS, so it is often used for SMS messaging. It also supports many popular communication channels while providing omnichannel features like contact merging. But there are some important downsides. It does not support TikTok, WhatsApp calls and custom channels, which can impact businesses that have their own messaging channels or apps, or those looking to integrate additional channels with the platform. Unlike respond.io, which prompts businesses to merge duplicate contacts, businesses have to manually search for the contacts they want to merge, and these can’t be undone. On Messagebird, businesses can also send SMS and WhatsApp broadcasts and create automation to automate tasks and conversations. Unfortunately, MessageBird does not have any tool to track and manage the leads’ progress throughout the funnel. **MessageBird Advantages and Limitations** | Pros | Cons | | --- | --- | | Supports most of the popular communication channels | Does not support TikTok and custom channels | | Supports contact merge | Must manually search for contacts you wish to merge and merges can't be undone | | Supports broadcast messaging on WhatsApp and SMS | Limited broadcast channel support | | Flexible automation | No AI features yet | | | Frequent platform downtime | | | Limited customer support availability | | | No mobile app | | | Pricing can be confusing | | | No WhatsApp calls | | | No tool to track and manage leads | Despite supporting most popular channels, it only supports broadcasts via SMS and WhatsApp. Plus, setting up WhatsApp broadcasts requires technical knowledge as it is not a native feature. This makes it clear that it cannot fully support instant messaging channel capabilities. MessageBird offers reporting tools, including a Reporting API and Insights Dashboard for SMS, Voice, and Conversations data. Its Inbox Reporting provides real-time team performance metrics like response times, ticket status and popular tags. It also comes with its own automation builder to create workflows, but surprisingly, it does not have AI features yet. The platform also experiences downtime 2-3 times a month, disrupting the ability to send and receive messages for several hours. Additionally, its customer support is only reachable from Monday to Friday, 9 am to 5 pm via email with an estimated first response time of 12 hours for critical issues. For better support, you need to subscribe to a dedicated support plan, which ranges from $500 to $ 5,000 per month. Unlike other options mentioned in this blog, MessageBird’s pricing is not easy to understand. Its capabilities are divided into three categories (Marketing, Inbox and Reach), each one with its own costs. Thus, calculating the total costs you will incur becomes more complicated. [Learn more about Messagebird vs respond.io here](https://respond.io/blog/alternatives-messagebird). ### Respond.io Alternative: Which Alternative is the Best for Your Business? As you can see, some of the alternatives were designed for small businesses with basic needs, while others were tailored to specific channels. Although it may seem like a good idea to use any of their platforms based on your current needs and channels, this will be a problem once you start to grow. For instance, shifting to a new platform requires a lot of work like data migration, staff training and process reconfiguration. It can disrupt your operations and lead to a temporary decrease in productivity. Therefore, it’s best to select a scalable solution from the start or one with superior customer support to help you with the process. **Benefits of Respond.io for Large Businesses** | Channels | SMS, email, webchat, WhatsApp, TikTok, Instagram, Messenger, Telegram, LINE, WeChat, Viber and custom channel | | --- | --- | | Contact Merge | Automatically identify duplicate contacts across channels and prompts businesses to merge contacts | | Lifecycle | Track and manage every customer touchpoint | | Automation and AI | One visual Workflow builder for flexible and advanced automation. AI Agent: Automatically replies to common questions AI Prompts: Suggests quick replies for agents AI Assist: Edits messages to improve clarity | | Broadcast Channels | SMS, WhatsApp, Messenger, Telegram, LINE and Viber | | Reports and analytics | Highly customizable filters, visual dashboards and exportable data | | Native Integration with Salesforce and HubSpot | View Salesforce and Hubspot customer details while chatting with them on respond.io | | Reliability | 99.999% uptime, designed to handle high message volumes, and backed by 24/7 customer support | Respond.io is one of the most versatile customer conversation management software in the market. It allows you to capture, convert and retain leads with unique features that other alternatives just don’t have. Respond.io is also one of the few omnichannel solutions that support WhatsApp calls and TikTok. This also applies to its broadcast capabilities, as you’ll be able to send bulk messages not only on WhatsApp but also on many other popular channels, such as Facebook Messenger or Viber. Its contact merge feature is more sophisticated than the others mentioned in this blog, as it creates automatic merge suggestions across channels. Unlike other solutions on this list, respond.io offers a tool to track and manage leads throughout the funnel. When it comes to automation, respond.io’s Workflows module enables advanced automated journeys for the most specific business needs. In the AI department, it delivers a trainable AI agent and other practical AI tools to make agents’ work easier. If your business relies on CRMs like Salesforce and Hubspot, respond.io has got you covered with native integrations for both. If you are using another CRM, you can still integrate it with respond.io through Zapier or Make. Respond.io’s Reports Module provides in-depth analytics on messaging performance, agent productivity, and customer behavior. It includes visual dashboards, exportable data and customizable filters for actionable insights. Best of all, compared to its alternatives, respond.io has very high platform uptime and customer support availability to ensure your business operations run smoothly, and you can get assistance whenever you need it. Ready to experience the power of respond.io? [Sign up for a free trial](https://app.respond.io/user/register) and witness its benefits firsthand. ### Further Reading Want to explore respond.io further? Here are some readings that might interest you. - Inbound Conversation Workflows: A How-To Guide - Chat Routing: Contact Routing with the respond.io Workflows Module - Auto Assignment: Automatic Assignment with respond.io ## [4 TikTok Myths Busted (Plus TikTok Secrets to Boost Business) ](https:/respond.io/blog/tiktok-myths-busted-plus-tiktok-secrets) Have these TikTok myths put you off TikTok marketing? We break down four TikTok myths and share TikTok secrets you can't miss! TikTok myths abound—it’s only for younger generations, it’s all about viral entertainment and more. It’s common to have doubts about whether TikTok marketing is worth it. We’re here to dispel those TikTok myths and share TikTok secrets to help you get revenue from new audiences. ### Dispelling TikTok Myths Many businesses don’t take TikTok seriously as a marketing opportunity, believing the TikTok myth that it’s just about viral trends. But in fact, it’s so much more that, and if you’re not trying it, you’re missing out. With [respond.io](http://respond.io/)’s [Conversation-Led Growth framework](https://respond.io/blog/conversation-led-growth), the first step is capturing prospective customers into a chat. TikTok provides opportunities to do that. Its [advertising costs are low](https://respond.io/blog/tiktok-ads), and with its massive viewership, you also have the chance for organic growth. ![TikTok%20secrets%3A%20Icons%20showing%20four%20TikTok%20myths](https://images.ctfassets.net/ph8r57dk1q9w/6V7qrLmqpLIWVhpBbvT0Ha/42757cc699f402555dd707e9c041cbc2/x-myths-about-marketing-over-tiktok-image-1-1_edece63dd939471360f546d6b02daa27.png) You might wonder if people really want to start a conversation on TikTok or are even interested in shopping on the platform. We’ll cover four TikTok myths and show you TikTok secrets to capture leads into your inboxes. ### TikTok Myth #1: No One Over 25 Uses TikTok TikTok became popular among Gen Z with its viral dance move videos, and since then, its stereotypical users are seen to be teens or young adults. It’s easy to understand this belief as the stereotypes are partially true. Yet, while it remains widely used among the younger generation and is a great way to reach out to them, its user base comprises a large portion of older users as well. A recent study found that [36% of TikTok users](https://www.marketingcharts.com/digital/social-media-117353) are actually between the ages of 35 and 54. And as TikTok has over a [billion monthly active users](https://backlinko.com/tiktok-users) worldwide, that’s an immense audience in all age ranges. #### TikTok Secret: It’s a Massive Opportunity to Reach Buyers of Any Age Whether you’re targeting young adults with professional courses, promoting anti-aging skin care products or selling retail items to people of any age, it’s likely a good number of them will be on TikTok. Take advantage of this wide audience to [generate more TikTok leads](https://respond.io/blog/tiktok-lead-generation#toc-mobile-1). ### TikTok Myth #2: TikTok Gets Less Engagement Than Other Channels Another concern that business have about TikTok marketing is the amount of TikTok engagement they can get. They often think that users spend time mindlessly scrolling through short videos without interacting or remembering what they see. Other social channels such as Facebook and Instagram are seen as a safer choice for getting customers to absorb and engage with content. However, TikTok actually has a higher engagement rate at an [average of 5.69% per post](https://www.marketingdive.com/news/tiktok-engagement-rate-instagram-facebook-2022/643417/)! Engagement was defined as any measurable interaction such as likes, comments and shares. #### TikTok Secret: Leverage Influencers and Make Ads Look Like TikToks to Boost Engagement Of course, the amount of interaction you can expect depends on what you post. [Leveraging influencers and making ads that look like TikToks](https://respond.io/blog/tiktok-ads) will be more effective than using the same content that you use on other social channels. ### TikTok Myth #3: People Use TikTok for Entertainment, Not Shopping We all know about TikTok dances and viral trends from crazy food combinations to animal antics. This gives the impression that user are on the app for fun and wouldn’t be serious prospects looking to buy. While the majority of users are browsing TikTok for entertainment, that doesn’t mean they won’t be influenced to shop. A [study of US consumers](https://respond.io/blog/tiktok-advertising) showed 56% have purchased products they discovered on TikTok and 37% have made purchases directly through the app on TikTok Shop. Influencers have a major impact just by using products in their videos. Additionally, ads appear seamlessly and capture attention in the midst of a steady stream of videos. #### TikTok Secret: Use TikTok Shop to Maximize Sales If you want to gain customers directly through TikTok, set up a TikTok Shop if you’re in an eligible country. TikTok Shops generated over [$11 billion in revenue in 2023](https://fitsmallbusiness.com/tiktok-shop-statistics/). Learn all about how to [set up a TikTok Shop in this article](https://respond.io/blog/how-to-open-a-tiktok-shop). ### TikTok Myth #4: It’s Difficult for Customers to Contact Me Through TikTok When you think about having conversations with customers, TikTok is most likely not your first thought. It appears to be more for passive consumption rather than communication and while it has an inbox, chatting isn’t as common as other social channels. If you want customers to contact you over TikTok, [TikTok Instant Messaging ads](https://respond.io/blog/tiktok-ads) are the easiest way to get them into a conversation on other messaging channels like WhatsApp or Facebook Messenger. If they’re interested in what they see, they can contact your business with one click. #### TikTok Secret: Use a Messaging Link in Bio as a Free Way to Generate Leads Another way to get prospects to message you is with a link in your TikTok bio. This can be a WhatsApp link or a Linktree that includes buttons to contact you on any channel they prefer to chat on. ![Image%20of%20a%20TikTok%20secret%3A%20screenshot%20of%20a%20link%20in%20bio%20that%20allows%20customers%20to%20contact%20you%20through%20any%20channel](https://images.ctfassets.net/ph8r57dk1q9w/2Dm8iP77DAshvonreSh068/90910de3b4b10ab29389e40993bd602b/x-myths-about-marketing-over-tiktok-image-2-1_4fa19a875baffdd253d01d85a528bfbd.jpg) A link like this makes it convenient for customers to contact you any way they choose, and if you’re using a conversation management platform like respond.io, you can get messages from all channels in a single inbox. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results Respond.io is among the first few badged TikTok Marketing Technology Partners globally. The badge is awarded for expertise in end-to-end TikTok sales and marketing solutions, including sales workflow automation and tools to optimize TikTok ad performance. As a badged partner, respond.io gives you access to the latest innovations in TikTok Business Messaging. From capturing leads to closing sales, you’ll have the tools to attract, convert and grow customers — all from a single platform. 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you’ve decided to give TikTok marketing a try, check out these other articles: - The Ultimate Guide to TikTok for Business - 6 Eye-Catching TikTok Ad Examples Every Business Should Learn From - Supercharge TikTok Messaging Ads on Respond.io ## [5 Best WhatsApp Business Solution Providers: Which One Grows With Your B2C Team](https:/respond.io/blog/best-whatsapp-business-solution-provider) Compare the best WhatsApp Business Solution Providers for growing B2C teams, including respond.io, WATI, Trengo, SleekFlow and Bird, based on channels, AI, automation, reliability and pricing. There are dozens of WhatsApp Business Solution Providers on the market — and most are built for teams just getting started. That becomes a problem the moment conversation volume grows. When a platform can't handle message load, lacks multi-channel coverage, or buries you in markup fees, the result isn't just inconvenience — it's leads that go cold, deals that die in handoffs, and ad spend that can't be attributed to revenue. If you're new to BSPs, we recommend starting with [WhatsApp BSP: Everything You Need to Know](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider) for a quick introduction. But if you're ready to compare options for a team that's already growing and make an informed decision, we’ll walk you through 5 popular WhatsApp Business Solution Providers and how to choose the best one for your business. ### Evaluation Criteria: How to choose the best WhatsApp Business Solution Provider We asked the COO of respond.io, [Iaroslav Kudritskiy](https://www.linkedin.com/in/iaroslav-kudritskiy-18102724/?originalSubdomain=my), what the main things are to look for when choosing a WhatsApp Business Solution Provider. In his experience, these are the three points that matter most. | Factor | Why It Matters | What to Check | | --- | --- | --- | | 1. Reliability | You need fast, stable, always-on messaging and calls | - High platform uptime - High-quality support | | 2. Usability | A good platform makes messaging easy to manage and scale | - CRM integration - AI & automation - Broadcast tools - Reports | | 3. Pricing | High costs or rigid plans hurt growth | - No hidden markups - Value-based pricing | #### 1\. Reliability & Stability When customer calls and messages are core to your business, reliability is non-negotiable. You need a BSP that offers high uptime, fast message delivery and minimal disruptions — especially during peak traffic or critical moments. Look for providers with a proven track record of [99.999% or higher uptime](https://respond-io.betteruptime.com). True reliability also depends on a responsive support team that’s available when you need it most. Support via live chat and call tends to be more effective than via e-mail. #### 2\. Tooling & Usability A good WhatsApp BSP should give you extra tools to help you get the most out of the WhatsApp API. Most platforms offer a messaging inbox. Other than that, some offer features like CRM integrations, automation builders, AI features and broadcast capabilities. This is different from using the direct Meta Cloud API, where your team or developers usually own more of the technical setup, including webhook configuration, routing logic, reporting, issue monitoring and ongoing maintenance. For teams that want faster launch and less developer dependency, a BSP is usually the lower-risk path. For long-term success, ensure your BSP also includes analytics and reporting, as well as a way to view and manage the customer lifecycle, or the stage of the sales funnel the customer is in. - When comparing BSPs, map each capability to the workflows that generate revenue or protect service quality day to day. - Lead qualification depends on AI Agents that can ask follow-up questions, update lifecycle stages, route by intent and escalate high-value opportunities to sales without losing context. - Promotional broadcasts depend on approved templates, audience segmentation, rich media and reporting so marketing teams can launch campaigns and track outcomes. - Transactional updates such as appointment confirmations, payment reminders or delivery notices require reliable template management, integration with business systems and message visibility across the full customer journey. - Customer support escalation depends on fast routing, clear handoff rules and conversation history so complex cases reach the right agent quickly. - Reactivation and retention campaigns work best when the provider can sync customer data, trigger follow-ups automatically and coordinate WhatsApp with other key messaging, social, voice and email channels. #### 3\. Pricing & Flexibility Choosing a BSP with transparent, flexible pricing is crucial if you want to make the most of your budget. Look for providers that offer pass-through pricing on WhatsApp per-message charges, meaning you only pay what Meta charges, with no hidden markups. Ideally, the BSP should give you room to grow with value-based pricing plans. Avoid rigid pricing models that force you into paying for features you don’t need or restrict your ability to scale. With these three points in mind, we’ll help you decide between 5 of the most popular WhatsApp BSPs in the market. The right time to evaluate your BSP is before volume forces the issue. If your team is manually routing conversations, your inbox slows under campaign load or you're running sales across channels your current platform doesn't support, those are the signals that your BSP is becoming a growth constraint, not an enabler. #### How to build your WhatsApp BSP shortlist A practical shortlist should include providers that match your team’s size, channels and technical resources. Most shortlists include four provider groups. Full-platform BSPs suit mid-market B2C teams that want fast deployment, AI Agents, routing, reporting and CRM integration without building the stack themselves. API-first providers fit teams with developers that want raw control but are willing to build the conversation layer, workflows and reporting. Enterprise suites are built for heavier governance and custom contracts, but they can add cost and rollout overhead that growing B2C teams do not need. Lightweight WhatsApp-first tools can work for simple setups, but they often create friction when teams need WhatsApp plus other key messaging, social, voice and email channels, stronger data sync or more advanced automation. For mid-market B2C teams, the safest shortlist usually favors providers that can launch quickly, connect natively to core systems and offer predictable platform pricing. Before booking demos, compare each BSP on reliability, supported channels, automation depth, CRM sync, pricing transparency and support quality. This makes it easier to separate tools that work for today from platforms that can support higher conversation volume later. Before booking demos, compare each BSP on reliability, supported channels, automation depth, CRM sync, pricing transparency and support quality. This makes it easier to separate tools that work for today from platforms that can support higher conversation volume later. For instance, you can use this shortlist table to quickly match each provider to your use case. | BSP | Main uses | | --- | --- | | Respond.io | Omnichannel messaging and calls, WhatsApp sales and support, AI lead qualification, routing, broadcasts, CRM sync and reporting | | WATI | WhatsApp inbox, simple automation, WhatsApp broadcasts, click-to-chat ads and basic AI support | | Trengo | Omnichannel support inbox, rule-based routing, tagging, basic automation and support workflows | | SleekFlow | WhatsApp and social messaging, conversational selling, automation, AI agents and CRM sync | | Bird | SMS, WhatsApp, email, API-driven messaging, flows, contact management and transactional messaging | #### What onboarding should look like Before choosing a BSP, ask what the provider handles during setup and what your team needs to prepare. A good onboarding process should cover WhatsApp number setup or migration, Meta Business verification, template preparation, inbox configuration, routing rules, CRM integrations and workflow testing. Likewise before onboarding starts, prepare your Meta Business Manager access, business verification details, phone number plan, target use case, estimated monthly message volume, required CRM integrations and internal implementation owner. Also ask where delays usually happen. Number migration, template approvals, Business Manager access and integration setup can slow down launch if they are not planned early. After a provider is selected, onboarding usually follows a fixed sequence. The business prepares Meta Business Manager access, business documents, the phone number to use and the internal owner, while the BSP guides setup, configuration and launch. 1. Connect business assets: The BSP links Meta Business Manager, creates or connects the WhatsApp Business Account and confirms whether the number will be new or ported. 2. Complete business verification: The company submits its legal details and documents through Meta. This is often the biggest blocker to go live, so it should start early. 3. Connect the number and profile: The BSP attaches the number, configures the display name and checks that the business profile meets WhatsApp requirements. 4. Submit templates: The business defines the first outbound use cases, and the BSP submits templates for approval so campaigns are not delayed at launch. 5. Connect systems and workflows: The BSP sets up the conversation workspace, CRM integration, routing rules and any AI Agent or automation logic needed for sales and support. 6. Test before launch: The team sends test messages, checks handoff and reporting and confirms that inbound and outbound conversations reach the right team before going live. A strong BSP should state ownership clearly at each step. Meta verification and business information come from the company, while onboarding guidance, template support, integration help and launch testing should be led by the provider. ### What is the Best WhatsApp Business Solution Provider? Respond.io, WATI, Trengo, SleekFlow and Bird are among the most well-known BSPs. We’ll compare their features, reliability, and overall value to help you choose the best option for your business. #### Respond.io Respond.io is a preferred Meta Business Partner built for mid-market B2C businesses managing high-volume sales and support conversations across multiple channels. It excels in omnichannel communication with advanced automation, AI agents and enterprise-grade reliability and security. ##### Pros - Supports all major channels, including WhatsApp, TikTok, Instagram, Facebook Messenger, VoIP and custom channels. - Compatible with the WhatsApp Business App (WhatsApp coexistence) - Supports WhatsApp Business Calling API - Broadcast on WhatsApp, Telegram, Messenger and more - Run Meta ads with Meta Conversions API to optimize campaigns - Native CRM integrations with Salesforce and HubSpot - Recognize returning customers across any channel - Highly advanced and flexible AI and automation tools - Fully autonomous AI agents: Handle complex conversations, collect lead information, trigger workflow actions, escalate chats to human agents, update contact fields and Lifecycle stages, add tags, leave internal comments with key context, answer WhatsApp calls, close conversations and generate conversation summaries. - Includes a mobile app for on-the-go messaging - High platform reliability with 99.999% uptime - 24/5 multilingual human support via chat and call, 24/7 multilingual customer support ##### Cons - There is a learning curve - Not ideal for small businesses that don't seek to scale ##### Pricing Respond.io’s mid-tier Growth plan is priced at $159/month and supports up to 10 users. It includes unlimited automation, unrestricted use of the AI Agent, advanced reporting and more — all without extra charges for WhatsApp API account setup, hosting, or markups to Meta message fees. ##### Best for Growing B2C teams that need omnichannel messaging, advanced automation, AI Agents, CRM integrations and reliable performance at high conversation volume. ##### Customer sentiment G2 users frequently highlight respond.io’s customer support, automation capabilities and ease of managing conversations across channels. #### Wati Wati is built for small and medium-sized businesses that focus mostly on the WhatsApp Business API. It focuses on team collaboration and simple automation for customer conversations on WhatsApp. ##### Pros - Supports WhatsApp Business App integration (coexistence) - Offers no-code automation tools and an AI support agent - CRM integrations with Salesforce and HubSpot - Integration with WhatsApp click to chat ads - Includes a mobile app for on-the-go messaging ##### Cons - Automation setup can feel fragmented across separate modules - Broadcasts only on WhatsApp - No WhatsApp calls - Under high campaign load, message delivery slows and inbox response times increase - Wati’s support experience is inconsistent, with only email support for the Growth plan - WhatsApp messages include markup charges beyond Meta’s official rates ##### Pricing The mid-tier Wati plan costs $79 for five users, making it a budget-friendly choice for small teams, but keep in mind the extra messaging markups and other unexpected fees. For instance, Shopify integration and 1,000 AI support responses are paid add-ons. ##### Best for Small to mid-sized teams focused mainly on WhatsApp, Instagram and Facebook Messenger. ##### Customer sentiment Customer feedback commonly points to WATI’s WhatsApp-first ease of use, though support consistency, pricing add-ons and performance at higher volume are recurring concerns. #### Trengo Trengo is an omnichannel platform tailored for small businesses managing customer communication across multiple channels. It combines WhatsApp with email, SMS, Instagram, and more, offering a unified inbox and automation tools. ##### Pros - Supports multiple channels, including email, SMS, WhatsApp, Instagram, Messenger and custom channels - Offers rule-based automation for routing and tagging - CRM integrations with Salesforce and HubSpot - It has AI agents and other AI features, though in beta - Mobile app available for basic messaging tasks ##### Cons - No support for LINE or Viber - Broadcast is not available for Messenger, Telegram, or other channels - May experience performance issues under heavy message loads - Customer support is limited in availability and responsiveness ##### Pricing Trengo starts at $579/month for twenty users, but key features like broadcast are paid add-ons. The number of conversations for this plan is limited to 18,000/year. For more, you’ll have to pay extra fees. The same happens with conversations with an AI surcharge. ##### Best for Small to mid-sized support teams that need a shared inbox across WhatsApp, email, SMS, Instagram and Messenger. ##### Customer sentiment Customer feedback often highlights Trengo’s multichannel inbox, while reviews also mention limitations around support responsiveness, pricing and performance under heavier workloads. #### Sleekflow Sleekflow is good for low-volume businesses that want a multichannel communication tool with a focus on WhatsApp automation. ##### Pros - Supports major messaging channels including WhatsApp, LINE, Facebook Messenger, Instagram, and SMS - It has AI agents and other AI features - CRM integrations with HubSpot and Salesforce - Offers rule-based automation - Provides a mobile app for managing conversations on the go ##### Cons - Does not support WhatsApp Business Calling API or custom channel integrations - SleekFlow users on G2 report experiencing slowdowns with high message volumes - US$15 for each hosted WhatsApp phone number per month ##### Pricing SleekFlow's Premium AI plan is priced at US$399/month and includes 5 users. Pricing is based on Monthly Active Contacts (MAC) — the contacts you actively engage with during the billing period. *Note: SleekFlow's pricing varies by region.* ##### Best for Small to mid-sized businesses with lower conversation volume that want WhatsApp, social messaging and basic automation. ##### Customer sentiment Customer feedback often highlights SleekFlow’s multichannel sales workflows, though pricing complexity, usage limits and support responsiveness are common evaluation points. #### Bird Bird is best suited for technical mid-market and enterprise B2C teams that need SMS and WhatsApp at scale, especially for transactional messaging and API-driven workflows. ##### Pros - Supports major communication channels, including WhatsApp, SMS, Email, Facebook Messenger, Instagram and more - Offers WhatsApp Business Calling API for voice call integration - CRM integrations with Salesforce and HubSpot - Allows contact merging to unify customer profiles across channels - Provides flexible automation options through flows and APIs ##### Cons - Does not support custom-built channels outside its predefined list - WhatsApp broadcast setup requires technical configuration via Flow Builder - Automation tools are spread across different modules, making set up less intuitive - Platform performance can worsen under heavy message volume - Customer support is limited in availability ##### Pricing Bird’s pricing model is modular, requiring businesses to pay separately for platform access, messaging and certain features, making it less transparent than bundled alternatives. The standard plan starts at $45/month for up to 3,000 contacts, with scalable tiers based on contact volume. It includes two user seats, while additional seats are only available through custom enterprise agreements. ##### Best for Technical mid-market and enterprise teams that need SMS and WhatsApp at scale with API control. ##### Customer sentiment Customer feedback often highlights Bird’s channel coverage and API flexibility, while pricing clarity, setup complexity and support responsiveness are common concerns. Each BSP has its strengths depending on your business size, messaging needs, and technical capacity. But choosing the right provider isn’t just about fit today — it’s about finding a platform that grows with you. ### The best WhatsApp Business Solution Provider: Side-by-side comparison | BSP | Channels supported | WhatsApp Calling API | AI & Automation | Integration with HubSpot and Salesforce | Reliability | Pricing | | --- | --- | --- | --- | --- | --- | --- | | Respond.io | WhatsApp, TikTok, Instagram DM, Facebook Messenger, custom channels and more | ✅ | ✅ Omnichannel AI + advanced automation | ✅ | ✅ 99.999% uptime + 24/5 chat and call support, 24/7 AI support | $199/month for 10 users. Pricing based on Monthly Active Contacts | | Wati | WhatsApp, Instagram and Facebook Messenger | ❌ | ⚠️ Basic no-code tools + WhatsApp-only AI agent | ✅ | ⚠️ Slows at volume + limited support | $79/month for 5 users. Markups & hidden fees apply | | Trengo | WhatsApp, Instagram, Facebook Messenger and more (no TikTok) | ❌ | ✅ Rule-based automation + basic AI | ✅ | ⚠️ Unstable under load + limited support | $579/month for 5 users. Add-ons required for features | | SleekFlow | WhatsApp, Facebook Messenger, Instagram DM and more | ❌ | ✅ AI agents + rule-based automation | ✅ | ⚠️ Slows at scale | $399/month for 5 users. Pricing based on Monthly active contacts | | Bird | WhatsApp, Instagram, Facebook Messenger and more (no TikTok) | ✅ | ⚠️ Strong tools but split across modules | ✅ | ⚠️ Slows at scale | $45/month for 3,000 contacts. Modular & opaque pricing | Before switching BSPs, it is important to understand what usually transfers and what does not. **What usually transfers:** - Your phone number, if both providers support number migration - Your WhatsApp Business Account, if it is owned under your Meta Business Manager - Your display name, business profile and approved templates, because these are usually Meta-side assets **What usually does not transfer:** - Conversation history, because messages stay on the old platform - Automation workflows, routing rules and reports, because these are built inside the old platform - Contact exports, custom fields or other platform-specific data, because portability depends on the old provider's policies Before switching, confirm how integrations will be reconnected in the new platform and plan for any brief migration window so live conversations are not interrupted. On that note, before you decide to commit to a BSP, also ask for written confirmation of platform fees, message markups, hosted number charges and paid add-ons. Confirm whether contacts can be exported, what happens to conversation history and whether custom API versions could delay access to new WhatsApp features. Support quality also matters when templates are rejected, routing breaks or campaigns stall during a peak sales period. Buyers should verify support hours, the path to a human escalation, who owns incident updates and whether onboarding help continues after launch. Ask practical questions: What is the first-response process? How are production issues escalated to an engineer? What response time coverage is available? Who handles Meta issues versus platform issues? A strong provider explains incident ownership clearly instead of pushing responsibility between teams. Buyers should also confirm whether support covers number porting, Business Manager constraints, template troubleshooting and rollout testing. If a provider cannot show how live issues are handled, launch risk stays with the business. Now among our list, Wati offers a good starting point for small teams using the WhatsApp Business API, but its lack of supported channels restricts customer entry points and engagement opportunities. Trengo and SleekFlow provide more flexibility with multichannel support and basic AI tools, yet they still fall short when it comes to scalability. Bird, meanwhile, can be complex due to fragmented tools and unclear pricing, making it difficult to evaluate and use effectively. Respond.io stands out for its feature depth, including WhatsApp coexistence and WhatsApp Business Calling API. While it is not the cheapest option, its pricing is transparent and value-based. Finally, none of the other solutions in this comparison offers the same stability at high chat volumes as respond.io. Respond.io’s support is also frequently highlighted by [G2 users](https://www.g2.com/products/respond-io/reviews?utf8=%E2%9C%93&filters%5Bsentiment_snippet%5D=1757024#:~:text=respond.io%20Pros%20and%20Cons) as one of its biggest strengths. ### Which WhatsApp Business Solution Provider Should I Choose? | BSP | Best for | | --- | --- | | Respond.io | Growing B2C teams, mid-market businesses and enterprises that need scalable omnichannel communication, advanced AI and automation, CRM integration and reliable performance at high conversation volume. | | Wati | Small to mid-sized businesses focused mostly on WhatsApp, Facebook Messenger and Instagram. | | Trengo | Small to medium-size B2C businesses that require basic integrations and automation for doing support over chat. | | SleekFlow | Small to mid-sized businesses with lower chat volumes | | Bird | Mid to large businesses needing SMS + WhatsApp at scale, with flexible automation and API control. Best for technical teams. | When conversations are the primary way your business drives revenue, the platform underneath them has to hold. For mid-market B2C businesses where conversation volume is tied directly to revenue, respond.io combines omnichannel AI Agents that can qualify leads, route conversations and escalate to humans, with WhatsApp Business Calling API, native CRM sync with Salesforce and HubSpot, and [99.999% uptime](https://respond-io.betteruptime.com/) backed by 24/5 live support. That combination matters specifically when volume grows: most BSPs in this list degrade under load or require paid add-ons to unlock the automation depth that respond.io includes by default. For mid-market B2C teams managing high-volume sales and support conversations, respond.io is the platform built to handle what your business becomes — not just what it is today. That said, if your team only needs a low-volume WhatsApp inbox with basic replies and no CRM sync, AI Agents or cross-channel routing, a simpler WhatsApp-first BSP may be enough. ### How B2C Teams Use respond.io to Grow with WhatsApp Choosing the right WhatsApp BSP should translate into measurable business outcomes, not just a cleaner inbox. Here are three examples of businesses using respond.io to manage WhatsApp conversations, improve lead handling and drive revenue. - Lamarsa Coffee: A multi-country coffee retailer needed to manage customer conversations across six countries without slowing down sales and support. With respond.io’s chat inbox, automation and analytics, Lamarsa Coffee managed conversations across markets and achieved 50% more sales from quarter to quarter in less than a year. - Praga Medica: An international healthcare provider needed to recover more global leads and follow up with prospects more effectively. By switching from web chat to WhatsApp and unifying conversations on respond.io, Praga Medica captured 70% more lead contact data, making follow-up and conversion easier. - Automax: An automotive business needed to turn WhatsApp broadcasts and inbound conversations into measurable revenue. With WhatsApp broadcasts, AI routing and Meta Conversions API on respond.io, Automax achieved 42.5x ROI from WhatsApp broadcasts. Experience it yourself — [start your free respond.io trial today](https://app.respond.io/settings/channels/connectChannel/whatsapp_business). ## [5 Best Zoko Alternatives in 2026: Pros, Cons & Price Compared](https:/respond.io/blog/best-zoko-alternatives) Compare Zoko alternatives for mid-market B2C teams, including respond.io, Interakt, Wati, Trengo and SleekFlow, by channels, AI, automation and pricing. Zoko is a strong platform for Shopify-first businesses that focus on WhatsApp. It offers a multi-agent shared inbox, catalog sync, broadcasts, automations and a commerce-friendly workflow that helps early-stage B2C teams get started quickly. However, growing B2C teams often outgrow Zoko when chat volume rises, more channels are needed or automation demands become more complex. Choosing the wrong platform can mean missed leads, slower response times and lost sales when volume spikes or new channels are added. This guide compares the best Zoko alternatives in 2026 for teams that rely on chat to drive revenue and support customers at scale. ### Why businesses look for Zoko alternatives Zoko’s approach is an advantage for small teams but becomes restrictive for companies managing higher volumes or multi-channel engagement. Here are the most common reasons teams evaluate alternatives: #### WhatsApp-heavy focus  Zoko works well for businesses focused only on WhatsApp but limits teams looking to expand across other popular channels such as TikTok, Instagram, VoIP and more. #### Shopify-heavy focus  If you’re not Shopify-first, Zoko’s ecommerce features will feel less relevant for your business. #### Limited workflow depth  Zoko provides basic flows, abandoned cart nudges and simple automation triggers. Businesses wanting more conditional logic, multi-channel journeys or multi-team workflows quickly hit limits. #### Basic AI capabilities  Zoko includes template-based AI assistance, but not full AI Agents. #### Reporting limitations  Reporting in Zoko becomes a switching reason when teams can no longer connect conversations to outcomes. Buyers should look for campaign-level performance, agent response and resolution metrics, source attribution, lifecycle conversion tracking and revenue visibility tied to chat activity. Reporting shows which channels, campaigns and teams are creating qualified leads, closed sales and repeat purchases, so leaders can invest in what is working instead of guessing. #### Scalability concerns for mid-market teams  Pricing complexity and limited concurrency support make it harder for large B2C teams to scale confidently. If you’re starting small and managing mostly WhatsApp commerce, Zoko still works well. But if your team is growing, you’ll likely want a platform built for broader automation and predictable scaling. ### Key factors to consider when choosing a Zoko alternative When evaluating Zoko alternatives, these are the areas that matter most if you want a platform to scale with your business: #### Channel coverage beyond WhatsApp ![](https://images.ctfassets.net/ph8r57dk1q9w/7pqXX9JB93TEWibS0Agzk/dea86506318b119d0ad29a868802d705/unnamed.png) Choose a platform with strong native channel support to help future-proof the setup and avoid migration later. Team coordination matters just as much. Buyers should look for role-based access, clear assignment visibility, internal notes, collision prevention and service-level response rules so the right person can respond fast with full context. Conversation history should follow the contact across channels, and high-volume teams should be able to tag, filter and prioritize work without bottlenecks. A team workspace only protects revenue when it reduces lead leakage and keeps handoffs between sales and support clean. #### Automation and workflow depth  ![](https://images.ctfassets.net/ph8r57dk1q9w/27dxLIyTcrhS8jsCY5f9zK/a52495ba194b5cd7fb989654c852105c/image4.jpg) Look for tools that automate full customer journeys which include lead capture and qualification, not just simple triggers. The best platforms let marketing and sales teams launch no-code workflows for abandoned cart recovery, cash on delivery confirmation or prepaid conversion, order updates, payment reminders, post-purchase follow-up, reactivation campaigns and broadcast sequences without engineering support. Each journey should support conditions, delays and reply-based branching so the workflow can handle objections, offer the next best action and route a high-intent shopper to sales when needed. This level of workflow depth affects revenue directly. It helps teams recover more stalled checkouts, reduce manual follow-up on order and payment questions and create more repeat-purchase opportunities after delivery instead of relying on one-off reminder blasts. Behavior-based triggers — such as abandoned browse, repeat purchase or inactivity — should be easy to configure so teams can keep leads moving without adding headcount. Evaluate whether the platform supports drip sequences, conditional branching and multi-step journeys that adapt based on customer responses. Campaigns should continue as two-way conversations after the initial send, with replies triggering the next step, qualifying intent or routing to a human with full context. Buyers should also evaluate campaign messaging beyond bulk send capability — audience segmentation, send scheduling, reusable template management and personalization rules all affect whether campaigns create revenue or just generate message volume. The strongest platforms turn replies into action by qualifying interest, routing hot leads to sales or continuing nurture flows, so campaign spend creates more qualified conversations and less wasted follow-up. Also consider builder usability. Marketing teams should be able to launch common flows — welcome sequences, lead qualification, appointment booking and cart recovery — without waiting on developers. Look for no-code flow builders with prebuilt templates that can be customized and deployed quickly. The faster your team can launch and iterate on automation, the faster you see revenue impact. #### Promotional automation: coupons, payment links and cart recovery offers The best platforms let teams automate promotional mechanics that drive conversions. For cart recovery, buyers should look beyond a single reminder and check for configurable reminder sequences, timing controls, incentive escalation, payment links, the ability to route a high-intent shopper to sales when they reply and whether the platform caps the number of follow-up messages. Longer-consideration purchases often need more than a short sequence, so message caps can reduce recovered revenue and limit testing of better-performing follow-up paths. The same workflow should support dynamic coupons and stage-based offers that adapt to cart value or buying intent, so teams recover more revenue instead of simply sending more reminders. #### Advanced AI capabilities  ![](https://images.ctfassets.net/ph8r57dk1q9w/1BAgRfvtj6IkCp4EdvCz6i/d7eae7a03e10ea81f6a209d19a6a04bf/image7.jpg) Advanced AI should be evaluated as execution, not as an add-on. Buyers should look for AI Agents that can qualify leads, collect missing details, update lifecycle stages, route conversations by intent and escalate high-value opportunities to a human with a clear summary. The strongest platforms keep AI Agents working consistently across the channels customers use, so context is not lost when a conversation moves between WhatsApp and other touchpoints. A useful test is whether the AI can handle a conversation that changes direction midstream without falling back to rigid keyword replies. If a prospect asks a buying question, requests a callback or raises an issue before purchasing, the platform should keep context, trigger the right workflow and pass the conversation to the right team when needed. That is the difference between basic automation that only replies and AI that helps revenue teams keep sales moving. #### Integrations with software stack ![](https://images.ctfassets.net/ph8r57dk1q9w/4AEuGbD383c0e80KB6AkTn/7d697239176f1e83f01c24f75fc2868e/image9.jpg) Integration depth has a direct effect on conversion and follow-up quality. Buyers should expect strong connections to core systems such as Shopify and WooCommerce for ecommerce, customer relationship management systems such as HubSpot and Salesforce and automation tools such as Zapier and Make. A Shopify-first tool can be enough when the business sells through one store and mainly needs cart recovery, order updates and catalog workflows inside WhatsApp. The decision changes when the team also runs WooCommerce, sells across more than one system or wants the same conversation workflows to use cart data, order status and product information across sales, support and retention. In that case, a more flexible customer conversation management platform is the safer choice because it can connect store data to AI Agents, routing and follow-up journeys without forcing another migration as revenue operations expand. The most useful integrations sync more than contact records. Buyers should look for unified customer profiles that combine purchase history, cart status, lead owner, lifecycle stage and interaction history in one view. That data should also support segmentation by behavior or purchase history, bidirectional customer relationship management system sync and lifecycle stage updates so sales and marketing teams can qualify leads faster, prioritize follow-up and measure which conversations create revenue instead of just message volume. Buyers should also check whether the platform can capture leads from Facebook and Instagram Click-to-WhatsApp ads, preserve the ad source and trigger instant qualification or routing when a paid lead starts a chat. When ad source, conversation data and conversion outcomes stay connected, revenue teams can see which campaigns create qualified conversations, sales opportunities and closed revenue instead of treating paid traffic as untracked chat volume. #### Platform reliability As message volume grows, uptime and onboarding quality both affect revenue. Buyers should confirm that the vendor supports official WhatsApp Business API setup, makes ownership of the phone number and WhatsApp Business Account clear and gives guidance on verification, template submission and rejection handling so campaigns do not stall before launch. Support quality should be tested as carefully as the product. Buyers should ask what onboarding help is included, when live support is available, whether migration assistance is hands-on, how template issues are escalated and what happens when routing, campaigns or calling workflows fail during busy periods. Fast vendor support protects revenue because it shortens cutover delays, reduces lead leakage and keeps sales and support handoffs moving when volume spikes. For teams that expect ongoing automation changes after launch, respond.io backs its customer conversation management platform with 24/5 live support and 24/7 AI Agent assistance across all plans. #### Predictable long-term costs  Entry pricing matters, but the monthly invoice usually has more than one layer. Buyers should model the platform subscription, Meta's WhatsApp fees, any vendor markup on those fees, added user or feature charges and paid automation or AI add-ons before they compare monthly totals. That breakdown matters because campaign margin can shrink even when the headline plan looks affordable. A platform with Monthly Active Contacts pricing is easier to forecast for mid-market B2C teams because spend follows the contacts engaged in a month instead of stacking seat-based charges or workflow add-ons as teams scale. Respond.io uses Monthly Active Contacts pricing, with Starter at $99 per month, Growth at $199 per month, Advanced at $349 per month and Enterprise pricing available on request. Buyers should still separate platform fees from Meta charges, but contact-based pricing gives leaders a clearer view of how conversation volume affects cost and profitability. ### Zoko alternatives comparison table Below is a quick overview to help you compare the top options. | Platform | Channels | Automation and AI | Pricing for mid-tier plans (paid monthly) | Customer ratings | | --- | --- | --- | --- | --- | | Respond.io | WhatsApp, WhatsApp Business Calling, Instagram, Facebook Messenger, Telegram, TikTok, webchat, SMS, voice, email, WeChat, Viber, LINE, custom channels | Advanced workflows, mature AI Agents and AI Assist | Growth plan: $199/month | G2 (4.8/5) Capterra (4.6/5) | | Interakt | WhatsApp, Instagram | Basic simple flows and AI Agents via Haptik | Growth plan: $55/month Sales CRM: $49/month | G2 (4.5/5)Capterra (4.4/5) | | Trengo | WhatsApp, Instagram, Facebook Messenger, email, voice, live chat | Solid workflow builder, AI Agent and automation | Pro plan: $599/month | G2 (4.3/5)Capterra (4.1/5) | | Wati | WhatsApp, Instagram, Facebook Messenger, WhatsApp Business Calling | Good WhatsApp automation and AI Agents | Pro ($99), with additional add-ons for users and AI | G2 (4.6/5)Capterra (4.6/5) | | SleekFlow | WhatsApp, Instagram, Telegram, Facebook, WeChat, Viber, LINE | Good flow builder and AI Agents | Premium plan: $399/month | G2 (4.6/5)Capterra (4.5/5) | In other words, the table above points to a simple pattern: - Shopify/D2C retention teams should compare respond.io, Wati and SleekFlow for ecommerce integrations, cart recovery and post-purchase engagement workflows. - Omnichannel lead response teams should prioritize respond.io if they need broader channel coverage, advanced routing and AI-powered automation across WhatsApp, Instagram, TikTok, calls, email and web chat. - Support-heavy teams should consider Trengo for collaborative inbox workflows, while respond.io is stronger for teams that need support, sales and marketing automation in one customer lifecycle platform. - Budget WhatsApp-first teams may prefer Interakt or Wati for affordable entry points focused primarily on WhatsApp marketing and support. ### 5 best Zoko alternatives and competitors Now let’s look at each Zoko alternative in more detail. #### Respond.io (Best overall Zoko alternative) Respond.io is a customer conversation management platform for mid-market B2C teams that need to manage high volumes of customer conversations across channels with routing, automation and lifecycle workflows. It’s designed specifically for scale, managing customers throughout their entire lifecycle journey. ![](https://images.ctfassets.net/ph8r57dk1q9w/3zwMVBIO7k1rOyVVOC9DRB/6647d154ac834daf0102f7855d169dac/image6.png) ##### Best for Mid-market and growth-focused B2C businesses that need automation, mature AI, omnichannel coverage and enterprise reliability. ![](https://images.ctfassets.net/ph8r57dk1q9w/6pCS9ZkKAXmlPCknpTSX1V/3bf8dfed92a145c1fa3497444c8d48d9/image1.jpg) ##### Respond.io pros - Supports all major channels and custom channels, including WhatsApp, TikTok, Facebook Messenger, Instagram, voice and web chat. - Supports deep integrations with HubSpot, Salesforce, Zapier, Make and more. Respond.io also offers VoIP, including WhatsApp Business Calling API - Offers advanced workflows with conditional logic and routing. - Provides advanced AI Agents that handle both chat and calls. They are able to extract answers from the full company knowledge source. - Provides mature AI Assist that delivers fast, accurate responses that boost sales and support cases. - Provides customer lifecycle management to track, segment and engage customers across their full journey - Reliable, responsive customer support, including 24/5 live chat support and 24/7 AI Agent assistance across all plans. - 99.999% uptime reliability. ##### Respond.io cons - More advanced in setup, so if you only need a simple WhatsApp-and-Shopify inbox with basic broadcasts and no multi-team routing or multi-channel journeys, respond.io may be more platform than you need. - Enterprise-grade features may be more expensive for heavier volumes. ##### Respond.io pricing Respond.io’s mid-tier plan starts at the Growth plan ($199 paid monthly), and total cost scales with monthly active contacts, users and add-ons as conversation volume grows. Enterprise plans can be customized based on your needs. With MAC-based pricing, you only pay for the contacts you interact with in a month. ##### Customer sentiment and rating Sentiment highlights omnichannel support, workflow flexibility and great customer service quality. Customers also commend on quick implementation. - G2 (4.8/5 rating with 394 reviews) - Capterra (4.6/5 rating with 43 reviews) #### Interakt ![](https://images.ctfassets.net/ph8r57dk1q9w/7Hq2t9ek175A4EHOymCN2x/58553ea517eb5f6c3ed1ada684a04e0c/image5.jpg) Interakt is a WhatsApp-first business CRM built for small businesses with emphasis on Instagram and AI Agents. It also offers simple automation, broadcasts and basic CRM features, while its shared inbox supports collaboration across teams. ##### Best for Small businesses needing affordable WhatsApp and Instagram messaging with minimal friction and setup ##### Interakt pros - Low barrier to entry and quick setup, without heavy technical setup. - Shared team inbox which allows agents to handle messages collaboratively. - Offers AI Agents via Haptik. ##### Interakt cons - WhatsApp-first with limited channel coverage. It has expanded to Instagram, but teams that need TikTok, calls, email, web chat or broader social messaging may struggle to manage all customer conversations in one place. - Interakt AI Agents are still new, so teams with complex sales or support workflows may need more testing before relying on them for high-volume automation. - Not designed for large-scale operations, so high concurrency, large broadcast volumes and multi-team workflows may create bottlenecks as the business grows. ##### Interakt pricing Interakt offers two types of tiered plans, and total cost can rise as you add seats or choose separate feature hubs for marketing, support and sales use cases. Its “Marketing & Support Hub” Growth plan starts at $55 paid monthly, while its “Sales CRM” Starter plan starts at $49 paid monthly and prioritizes lead tracking and sales pipeline management. ##### Customer sentiment and ratings Customers praise it for affordability and ease of use, but limited in automation depth. - G2: (4.5/5 rating with 63 reviews) - Capterra: (4.4/5 rating with 12 reviews) #### Trengo ![](https://images.ctfassets.net/ph8r57dk1q9w/ewu8QNSYaLYdjaLwkekcL/09e8fd67f68560ae3e0267c3087f9c23/trengo_inbox__1_.jpeg) Trengo is an omnichannel shared inbox platform built around collaboration and team alignment. ##### Best for  Customer support teams that prioritize collaboration. ##### Trengo pros - Multi-channel support such as WhatsApp, Instagram, Facebook Messenger, email, SMS and more, including VoIP. - Supports CRM integration such as HubSpot, Salesforce, Shopify, Magento and WooCommerce. - Provides AI Agent to automate conversations and workflows. - Strong shared inbox features and good for internal collaboration. ##### Trengo cons - Pricing plans are above average, which can make Trengo expensive for growing teams that need more users, broadcasts or voice capabilities. - No support for WhatsApp Business Calling API, which limits teams that want to manage WhatsApp chats and calls in the same customer workflow. - Automation is less advanced and may not support complex sales, marketing or lifecycle journeys without manual workarounds. - Customer support has limited availability around Central European working hours, which can slow issue resolution for teams operating across regions. ##### Trengo pricing Trengo has higher-tier pricing, and total cost can increase further with additional seats, broadcasting, voice and other add-ons as usage scales. Its Pro plan starts at $599 paid monthly, and higher plans scale significantly. ##### Customer sentiment and rating Users cite its organization and ease of use. - G2 (4.3/5 rating with 243 reviews) - Capterra (4.1/5 rating with 26 reviews) #### Wati ![](https://images.ctfassets.net/ph8r57dk1q9w/35qU3mAN0owuYL3Idqxy2x/ae99326d28fba4ccfbce5dcaf0fc64e1/image10__1_.jpg) Wati is a WhatsApp-first engagement tool offering simple automation and accessible pricing. ##### Best for Budget-conscious small businesses with a WhatsApp-first strategy, focused on marketing and support cases. ##### Wati pros - Even though it’s WhatsApp-first, it also supports Instagram and Facebook Messenger. - Affordable, ideal for budget-friendly businesses. - Good WhatsApp features such as WhatsApp Catalog and WhatsApp Broadcasts. - Good basic workflows to send instant replies, including chatbots. - Offers AI Agent to automate conversations. ##### Wati cons - Not a full omnichannel platform, so teams expanding beyond WhatsApp, Instagram and Facebook Messenger may need separate tools for other customer channels. - Adds markup on WhatsApp API charges set by Meta, which can make messaging costs less predictable as volume grows. - Not ideal for scaling teams because add-ons, such as additional Astra AI Agents, can pile up as automation needs increase. ##### Wati pricing Wati has a lower entry tier, with the Pro plan starting at $99 paid monthly, but total cost can climb with extra seats, AI add-ons and WhatsApp API markup as volume increases. ##### Customer sentiment and rating Users commend ease of use and automation features. - G2 (4.6/5 rating with 421 reviews) - Capterra (4.6/5 rating with 185 reviews) #### SleekFlow ![](https://images.ctfassets.net/ph8r57dk1q9w/IPCZ0lDPCH8NvADi7xhQE/4d5555f65f4c8db48344920fb18404b0/image3.jpg) SleekFlow is a multi-channel customer engagement platform popular in Asia, with ecommerce-focused features and automation capabilities. ##### Best for Low-volume businesses that need social messaging, a structured omnichannel inbox and AI-powered automation. ##### SleekFlow pros - Clean omnichannel inbox and supports major channels such as WhatsApp, Instagram, Facebook Messenger, Telegram and SMS. - Ecommerce-focused native integrations with HubSpot, Salesforce and Shopify. It also integrates with other software via Make and Zapier. - AI Agent “AgentFlow” is capable of interacting with customers to conversion based on your company’s knowledge sources. ##### SleekFlow cons - Some channels are not available such as WhatsApp Business Calling API. - SleekFlow offers email and chat support on standard plans, but some customers have reported issues with support quality. This is reflected in the case study of GETUTOR, an education business that switched from SleekFlow to respond.io after struggling with slow and unhelpful technical support. - Users have reported slow load times due to bandwidth-heavy file handling (G2). ##### SleekFlow pricing SleekFlow's Premium AI plan is priced at US$399/month and includes 5 users, starting from 1,000 MAC. Pricing is based on Monthly Active Contacts (MAC) — the contacts you actively engage with during the billing period. Additional users are available as an add-on, while Enterprise pricing is available on request. *Note: SleekFlow's pricing varies by region.* ##### Customer sentiment and rating Customers praise it for user-friendly inbox features. - G2 (4.6/5 rating with 188 reviews) - Capterra (4.5/5 rating with 4 reviews) ### Free Trial Availability Before committing to a platform, most revenue-focused B2C teams want to test automation quality and inbox usability firsthand. Here’s how each alternative handles trial access: | Platform | Free Trial | Trial Length | Credit Card Required | | --- | --- | --- | --- | | Respond.io | Yes | 7 days | No | | Interakt | Yes | 14 days | No | | Trengo | Yes | 14 days | No | | Wati | Yes | 7 days | No | | SleekFlow | Yes | 7 days | No | For teams evaluating multiple options, starting with a free trial lets you validate workflow depth, AI quality and inbox experience before entering a sales cycle. ### E-commerce depth matters if you sell through WhatsApp For teams running WhatsApp commerce, native ecommerce depth determines how much revenue you can recover and grow. Here’s how each platform compares: | Platform | Native Shopify Integration | Abandoned Cart Recovery | Order Notifications | Catalog Sync | Upsell/Cross-sell Support | | --- | --- | --- | --- | --- | --- | | Respond.io | Yes, via integrations | Yes | Yes | Yes | Yes | | Interakt | Yes | Yes | Yes | Yes | Limited | | Trengo | Yes | Limited | Yes | No | No | | Wati | Yes | Yes | Yes | Yes | Limited | | SleekFlow | Yes | Yes | Yes | Yes | Yes | Teams focused on D2C retention should prioritize platforms that support automated cart recovery, product recommendations and post-purchase flows inside WhatsApp conversations. ### Pricing Transparency & Hidden Costs Finally, before making a decision, note that entry pricing tells only part of the story. Here’s what to watch for as your team scales: | Platform | Billing Model | WhatsApp Fee Markup | Known Add-ons | Cost Scales By | | --- | --- | --- | --- | --- | | Respond.io | Monthly Active Contacts | No markup | Users, add-on features | Contacts engaged | | Interakt | Tiered plans | Possible markup | Users, advanced features | Plan tier | | Trengo | Per-user + add-ons | No markup | Users, broadcasting, voice | Users + features | | Wati | Tiered plans | Yes | Users, AI agents | Plan tier + add-ons | | SleekFlow | Monthly Active Contacts | No markup | Users, consultancy, WhatsApp phone number hosting | Contacts engaged | When forecasting costs, check whether the platform charges per user, per contact or per feature. Watch for WhatsApp API markups and add-on fees that can increase spend as message volume grows. ### Verdict: Which Zoko alternative is best? Choose respond.io when you need multi-channel scale, advanced routing and automation, and mature AI Agents with reliable performance. Choose Interakt or Wati if you are WhatsApp-first with simpler workflows and a smaller budget. Choose Trengo if your priority is support inbox collaboration, and choose SleekFlow if you need ecommerce and social messaging workflows in-region. All of them provide automation and AI to some extent, but respond.io is the best fit when you need deeper automation, omnichannel customer journeys, mature AI Agents, high message volume support and enterprise-grade reliability. Respond.io offers more flexible and advanced workflow logic, a unified inbox for every channel, and predictable long-term costs — all supported by 24/5 live support. This is why scaling teams upgrade from Zoko to respond.io across every step of the customer journey. If respond.io fits your use case, book a demo or start a free trial to validate omnichannel routing, automation and AI workflows with your real team setup. ### Further reading If you've found this article interesting, have a look at: - Zoko Review (2026): Zoko Features, Pricing & Best Alternatives - Interakt Review (2026): Key Features, Pricing & Best Alternatives - 10 Best AI Sales Tools for Businesses: Reviews, Pricing & Features ## [5 Game-Changing Reasons Businesses Need TikTok Advertising ](https:/respond.io/blog/tiktok-advertising) Unlock new opportunities with TikTok advertising! Discover why it's a crucial platform for businesses looking to enhance their sales and marketing impact. TikTok is one of the fastest-growing social media platforms in the world, bar none. And the [numbers don’t lie](https://www.statista.com/chart/28412/social-media-users-by-network-amo/). To the consumer, TikTok represents a hub of entertainment. But to businesses like yours, this only means one thing— TikTok advertising is a treasure trove for marketing opportunities. But making the leap into a new channel can be daunting. Maybe you’re not entirely onboard or need some convincing as to why TikTok should play an integral part in your sales and marketing strategy. If this resonates with you, read on as we'll dive into why TikTok ads are a must-have. ### What is TikTok Advertising? TikTok ads are straightforward on paper. They’re promoted content, typically short, snappy in-feed videos, that capture attention and engage with viewers. In practice, however, advertising on TikTok is complex, requiring businesses to constantly keep their fingers on the pulse of what’s trending and vibing with viewers. TikTok offers a smorgasbord of ad formats for businesses to connect with their target audiences, ranging from in-feed videos to branded hashtag challenges. But to dig deep into the nitty gritty of TikTok messaging ads and how to get them up and running, check out our other article [here](https://respond.io/blog/tiktok-ads). ### 5 Reasons You Need to Use TikTok Advertising This article isn’t about the *whats* and *hows* of TikTok advertising. Instead, it focuses on the *whys*—specifically, why you should use ads for your TikTok sales and marketing efforts. ![Icons%20depicting%20TikTok%20usage%20statistics%20to%20TikTok%20demographics%20to%20TikTok%27s%20user%20growth%20amongst%20other%20TikTok%20insights.](https://images.ctfassets.net/ph8r57dk1q9w/4JCfYBwtF0XqOdkZgXnvad/fb04979453a18570b7ed5a264dc98ff6/reasons-your-business-needs-to-advertise-on-tiktok-image-1_8bd0442579380e0e698b6bf7659dbbad.png) So let’s get into it: #### TikTok Benefit #1: Massive User Base and Engagement TikTok has firmly established itself as a staple social media platform, not a passing fad, thanks to its massive user base. As of 2024, TikTok is projected to reach [1.8 billion](https://www.businessofapps.com/data/tik-tok-statistics/) monthly active users (MAUs) and has been downloaded [4.7 billion times](https://www.demandsage.com/tiktok-user-statistics/), while the countries with the largest audiences are [Indonesia, the U.S. and Brazil](https://www.statista.com/statistics/1299807/number-of-monthly-unique-tiktok-users/). There is a huge opportunity here for businesses to connect with a diverse, global audience. Beyond audience metrics, TikTok users are actively engaging with content, with [625 million videos viewed per minute](https://localiq.com/blog/what-happens-in-an-internet-minute/) and the average user spending [52 minutes per day](https://www.statista.com/statistics/1359403/us-time-spent-per-day-netflix-tiktok-youtube/) on TikTok. This level of engagement means your TikTok ads have a better chance of being seen and making a lasting impression on the platform. What’s also interesting is that TikTok's core demographic is [18 to 24-year-olds](https://whatsthebigdata.com/tiktok-statistics/)—a group known to be difficult to reach through traditional marketing. This demographic, known for setting trends and being trailblazers, presents a unique avenue for businesses looking to connect with younger audiences. #### TikTok Benefit #2: High Advertising Reach and Effectiveness TikTok’s advertising reach isn’t just wide, it’s effective. With ads on TikTok reportedly reaching [21.3% of internet users over the age of 18](https://www.demandsage.com/tiktok-user-statistics/) (equating to over 1 billion users), TikTok is an obvious heavyweight. However, it’s not just about the reach. It's about the punch each ad packs. TikTok’s engaging ad formats allow businesses to make a big impact with minimal time. Even ads viewed for less than six seconds can be [more influential](https://www.tiktok.com/business/en-US/blog/mediascience-study-brands-memorable-tiktok) than similar ads on other leading social media platforms. The most distinctive feature when it comes to TikTok advertising is their users’ surprising openness to ads. Unlike the case on other platforms where ads are seen as annoying interruptions, TikTok users are [far more receptive](https://www.statista.com/chart/29589/sentiment-towards-data-protection-and-online-advertising/). For marketers, this means engaging with audiences is easier thanks to the lack of resistance. #### TikTok Benefit #3: Proven Impact on Consumer Behavior But what’s the point of reaching people if it doesn’t lead to action? This is where TikTok shines. [56% of U.S. consumers](https://www.statista.com/statistics/1361955/tiktok-product-purchase-consumer-attitudes-us/) have bought products they discovered on TikTok while [37% of TikTok users in the U.S](https://www.statista.com/statistics/1416784/tiktok-buyer-share-us/). have made purchases either through links on the app or directly within it. TikTok isn’t just for window shopping. It’s where browsers turn into buyers, making TikTok the place to be for businesses looking to amp up their sales. The platform's ability to turn viewers into buyers is also especially evident when it comes to [impulse purchases](https://www.statista.com/statistics/1430246/leading-social-media-platforms-for-impulse-purchases-usa/). Whether it's grabbing a deal after watching a TikTok LIVE session—something [50% of users have done](https://www.thedrum.com/profile/honcho/article/is-tiktok-live-shopping-on-the-rise-and-could-your-brand-benefit-from-it)—TikTok integrates entertainment and shopping. This blend builds a sense of trust and connection with users as after seeing a TikTok ad, [41% of viewers feel they can trust the brand more, and 31% are more likely to stay loyal](https://www.tiktok.com/business/en/trends-whats-next). #### TikTok Benefit #4: Rapid Adoption Among Marketers Given TikTok’s impressive stats so far, it’s unsurprising that marketers everywhere are jumping on the bandwagon, with [43% of marketers](https://www.statista.com/statistics/258974/future-use-of-social-media-among-marketers-worldwide-by-platform/) planning to ramp up their use of TikTok ads in the near future. TikTok is being recognized by businesses everywhere and the way things are heading, this trend is only growing stronger. If your competitors aren't already using TikTok, they probably will be soon. Staying competitive means getting on board with TikTok before you get left behind, as according to marketers, TikTok has the [third highest engagement rate](https://blog.hubspot.com/marketing/tiktok-stats) among social media platforms, ahead of Facebook and even YouTube. Even in the B2B space, TikTok is TikTok is making strides with [16% of B2B marketers](https://www.statista.com/statistics/1284858/social-media-platforms-highest-b2b-return-on-investment/) reporting that TikTok delivers the highest ROI among social media platforms. Beyond dancing and memes, TikTok is rapidly proving itself invaluable across different sectors. #### TikTok Benefit #5: Cost-Effectiveness and Return on Investment (ROI) Last but not least, let’s not forget about budgets. Marketing isn’t cheap but TikTok doesn’t break the bank. With nearly [80% of small businesses reporting a positive ROI](https://www.capterra.com/resources/tiktok-marketing/) from their TikTok campaigns, it's clear that this platform is affordable for most. In addition, the [average cost-per-click on TikTok is $0.22](https://metricool.com/tiktok-statistics/), making it accessible even for businesses with constricting marketing budgets. But it's not just about being budget-friendly. It's about getting a solid return on investment (ROI). TikTok advertisers often see an impressive [return of $2 for every $1 spent](https://www.tiktok.com/business/en-CA/blog/tiktok-works-canada-meta-analysis). Numbers like this paint the picture that this kind of ROI is potentially game-changing for businesses looking to maximize every dollar spent on advertising. ### TikTok for Marketing: Advertising Success Stories Now, let's bring the numbers to life with real-world examples. Here are some success stories of businesses that successfully incorporated TikTok advertising: #### Hyundai [Hyundai](https://www.tiktok.com/business/en-US/inspiration/hyundai-1118) took the TikTok route for its IONIQ 5 launch and nailed it. They transformed their traditional TV ad into a TikTok "react" campaign, using features like Duet and Green Screen. ![](https://images.ctfassets.net/ph8r57dk1q9w/4532Df998Ylp5xJCc7MXco/f6acf10954f80b833cdc40f5435ecc68/pexels-hyundaimotorgroup-17748941_6d05b961c3a2821856d944458466862b.jpeg) This fun twist not only captivated viewers but also led to 242 million impressions and an 18% increase in 6-second view-through rates. Hyundai's campaign involved collaborating with creators who reacted to the ad, adding humor and relatability, which significantly boosted brand awareness by three times the norm. #### Prinics (KODAK Photo Printer) [Prinics](https://www.tiktok.com/business/en/inspiration/prinics-kodak) showed off the KODAK Photo Printer in a flashy way, using TikTok’s video shopping ads and creative challenges. The result? A staggering 1.8 million impressions and an eye-popping 611% return on ad spend. ![](https://images.ctfassets.net/ph8r57dk1q9w/3sUeLF3rtlS5qT9V6qKWdJ/328e2d3b8e7e58b37ed19a8ca82eca29/pexels-wendywei-1744663_4ae697fbffd272af9c5bcde4486b5952.jpeg) They engaged users by launching a challenge that encouraged them to showcase their creative printing projects. This hands-on approach not only drove a 2.65% click-through rate but also highlighted the product's versatility and appeal. #### Simply Sing [Simply Sing](https://www.tiktok.com/business/en/inspiration/simplysing-scale-with-tiktok), known for making creative hobbies like singing and playing instruments fun and accessible, found the perfect stage on TikTok. They wanted to grow their global audience and keep costs low. ![](https://images.ctfassets.net/ph8r57dk1q9w/2hZI1gKpsqhSph9SYdEDMS/66552cdc43d4f0dda2ebeb26f6acccb4/pexels-comoyuli-26387781_47f93edac0acada1d2bb68583039fb6d.jpeg) They used a Test-and-Learn approach, running split tests on different ad elements like bidding strategies and creative content. This paid off in the end, boosting conversions by 75% and cutting their cost per acquisition by 39%. ### Anatomy of Effective TikTok Advertising Though we’ve tried to impress upon you the importance of TikTok advertising, there’s a caveat: TikTok is not a magic bullet. ![Icons%20showing%20TikTok%20tips%20to%20help%20readers%20get%20the%20most%20out%20of%20their%20TikTok%20viewers%20and%20TikTok%20followers.](https://images.ctfassets.net/ph8r57dk1q9w/1hkbBDtnRTAikF4oUlsEAo/0c1b56d7fe7d1315bde3258376f6f1f9/reasons-your-business-needs-to-advertise-on-tiktok-image-2_7b6b00e9c15cea9ecde931458c60db0a.png) Effectively using TikTok for marketing requires time, effort and know-how to fully harness. Behind every good TikTok ad, you can expect to find the following elements: #### TikTok for Marketing Tip 1: Avoid Traditional Ad Formats [According to research](https://www.tiktok.com/business/en-US/blog/mediascience-study-brands-memorable-tiktok) conducted by TikTok themselves, high-performing ads on TikTok shouldn’t feel like an ad. Instead, it should blend in natively with what users typically expect to see on their feeds. Don't use polished, overly produced, sales-y content that screams "advertisement." Instead, aim for a more casual, organic feel that aligns with the platform's nature. In TikTok’s own words, they strongly advise: “[Don’t make ads. Make TikToks.](https://www.tiktok.com/business/en-US/blog/what-we-mean-when-we-say-dont-make-ads)” #### TikTok for Marketing Tip 2: Be Authentic Authenticity is key on TikTok. Users value genuine content that resonates with their experiences and emotions. Be real, be relatable and try to showcase some of your brand’s personality. Authenticity builds trust and when done right, keeps viewers coming back for more. Sometimes, an honest behind-the-scenes moment can do more good than a polished, well-researched advertisement. #### TikTok for Marketing Tip 3: Know Your Audience Effective ads require you to do your homework. Understand what makes your audiences tick, what they love and what they find funny (and *not* funny). Speak their language, use the trends they're into and don’t be afraid to hop on the train of the latest memes. The more you understand your target audience, the better you can create ads that inspire them to take the action you desire. ### Enhance Your TikTok Marketing with respond.io Although TikTok offers fundamental business tools, it may not fully meet the needs of businesses that engage with customers via chat across various channels and require advanced features like automation, analytics, security, and effective communication. As a badged TikTok Marketing Partner, respond.io addresses these limitations and provides a robust solution designed to facilitate smooth, high-impact conversations. #### Unlock the Power of TikTok Business Messaging Struggling to manage TikTok messages from potential customers? We’ve got you covered! As an early adopter of TikTok Business Messaging integration, respond.io helps businesses streamline TikTok conversations and turn engagement into sales. Whether responding to comments on organic videos or handling inquiries from TikTok Messaging Ads, you can maximize TikTok’s massive reach and high conversion potential. With TikTok Business Messaging integrated into respond.io’s omnichannel suite, businesses can manage TikTok chats alongside WhatsApp, Instagram, and more—all from one centralized inbox. Automate responses, qualify leads instantly, and nurture them with AI-powered workflows to drive more conversions while keeping engagement seamless. Measure the success of your TikTok marketing strategy with powerful analytics, tracking chat performance, audience interactions, and campaign effectiveness. Currently in Beta, TikTok Business Messaging is available in most regions except the U.S., EEA, Switzerland, and the U.K. If your TikTok Business Account is eligible, connect it to respond.io today and start turning engagement into revenue! ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you enjoyed reading our article, you might want to check these out: - Ultimate Guide to TikTok for Business [July 2024] - TikTok Ads: Harness TikTok Messaging Ads to Boost Sales - Click to Chat Ads for Lead Generation: The Ultimate Guide ## [6 Eye-Catching TikTok Ad Examples Every Business Should Learn From ](https:/respond.io/blog/tiktok-ad-examples) Create TikTok ads that resonate: explore popular formats and winning TikTok ad examples. Get insights, avoid missteps and make your ad dollars count. TikTok ads work, *period*. And we aren’t making this up. There’s plenty of [data out there that proves this.](https://respond.io/blog/tiktok-advertising) But what if we told you that just because it works, it doesn’t mean it’ll automatically work for you? After all, simply owning a loaded gun doesn’t make you a trained hunter. Crafting the perfect TikTok ad takes years of practice, but here’s the good news: you don’t have to start from scratch. Why reinvent the wheel? In our blog, we’ll break down the top TikTok ad formats and highlight some great examples of TikTok ads to inspire you. ### Most Popular TikTok Ad Formats The first time you opened TikTok, you probably felt overwhelmed by the sheer variety of content—dance challenges, cooking hacks, life tips and even live pet streams. TikTok’s ad formats can feel just as varied, each bringing its own set of quirks. ![Icons%20showing%20TikTok%20ad%20formats%20and%20examples%2C%20suggesting%20that%20knowing%20them%20is%20key%20for%20any%20TikTok%20advertising%20campaign.](https://images.ctfassets.net/ph8r57dk1q9w/1ahakQFZwJmYDmslLe0IPu/e6ba5e68e858f8fa33618d38726de787/8-eye-catching-tiktok-ad-examples-image-1_71b18511097ac44fa36a7a4454e3d1d1_2000.webp) A look at six top TikTok ad formats brands use to engage audiences and boost results But don’t worry. Sticking with the most popular formats is a solid choice. Here are six of the most widely used. #### TikTok Ad Formats #1: In-Feed Ads This is the bread and butter of TikTok Ads and is the one most are familiar with. They blend into users’ [For You Pages](https://support.tiktok.com/en/getting-started/for-you) (FYPs). These ads can also be liked, shared and commented on and are great for engaging with audiences. However, because they blend in with organic content, they can be easy to scroll past if they don’t stand out in some way. #### TikTok Ad Formats #2: TopView Ads [TopView](https://ads.tiktok.com/help/article/about-topview?lang=en) ads pop up as the first thing users see when they open TikTok, capturing attention spans for up to a full minute. They offer unmatchable visibility amongst all the formats as users really can't miss them, making them great for instant attention-grabbing. That said, given their premium price tag, they may only be feasible for businesses with generous ad budgets. #### TikTok Ad Formats #3: Branded Hashtag Challenges [Branded Hashtag Challenges](https://www.tiktok.com/business/en/blog/branded-hashtag-challenge-harness-the-power-of-participation) capitalize on getting the community to engage directly with you by encouraging users to create and share their own videos with a designated hashtag. However, the challenge must be designed carefully because if the hashtag doesn’t catch on, engagement might be lower than expected. #### TikTok Ad Formats #4: Branded Effects Commonly used together with Branded Hashtag Challenges, [Branded Effects](https://www.tiktok.com/business/en/blog/branded-effect-place-your-brand-center-stage) lets brands create custom animations, stickers and filters for users to use and add to their content. It's great for engaging younger audiences and boosting brand awareness but can be a little more resource-intensive and isn’t guaranteed to be a hit. #### TikTok Ad Formats #5: Brand Takeover Ads [Brand Takeover Ads](https://www.tiktok.com/discover/brand-takeovers) appear when users open the app, filling the screen for an unskippable few seconds before leading to an In-Feed ad or landing page. They’re definitely bold, but they’re limited to one brand per day, and their cost makes them best for bigger campaigns with large budgets. Also, note that they don’t allow for comments and likes, so it’s more identifiable as an ad. #### TikTok Ad Formats #6: Spark Ads [Spark Ads](https://ads.tiktok.com/help/article/spark-ads) lets brands transform organic TikTok posts into paid ads, keeping the content looking natural and mingling into users’ feeds. They’re ideal for amplifying content that already works with audiences, adding an authentic touch, but because they’re based on existing posts, brands have less control over visuals and messaging. ### 6 Best TikTok Ad Examples to Inspire You Brands across the globe are using TikTok ads to reach millions. These six TikTok ad examples show how top brands captured attention and achieved their goals with TikTok. #### TikTok Ad Examples #1: Kérastase [Kérastase](https://ads.tiktok.com/business/en/inspiration/Loreal-Kerastase-Social-commerce?ab_version=control) used TikTok’s in-feed ads along with lead gen tools to turn views into qualified leads for their premium haircare line in Chile. Using in-feed ads featuring influencers, they captured attention with content that spoke to their target audience, directing users to TikTok’s native lead form. This led to over 24,000 new leads and a 6.5x return on ad spend (ROAS). By offering a “Gift with Your Purchase” incentive, Kérastase encouraged users to visit their site, which became a powerful generator for brand growth and data collection. #### TikTok Ad Examples #2: Cetaphil [Cetaphil](https://ads.tiktok.com/business/en-CA/inspiration/face-of-cetaphil?ab_version=control) launched the #FaceofCetaphil campaign on TikTok to boost brand awareness and encourage user-generated content. (UGC). By partnering with 223 creators, Cetaphil gathered 426 content submissions that showcased beauty routines using their skincare products, reaching over 29 million views. Cetaphil invited winners to attend New York Fashion Week, creating buzz and encouraging participation. The Brand Lift Study showed impressive results: an 11.2% lift in ad recall and a 3.4% increase in brand association, reflecting a successful boost in brand visibility and recall. #### TikTok Ad Examples #3: Ristorante Pizza by Dr. Oetker [Dr. Oetker’s Ristorante Pizza](https://ads.tiktok.com/business/en-CA/inspiration/ristorante-pizza?ab_version=control) took to TikTok to make their brand unforgettable for young Canadians by using Branded Effects and TikTok’s Branded Mission. They encouraged creators to share their “Ristorante Pizza Aura” using branded effects, sparking engagement and creating memorable pizza moments. Collaborating with food and lifestyle creators, the campaign amassed 78 million video views and an 8.6% increase in ad recall. #### TikTok Ad Examples #4: Coke Studio [Coke Studio](https://ads.tiktok.com/business/en/inspiration/coke-studio-local-music-magic?ab_version=control) brought Pakistani music to TikTok. Using TopView ads to kick things off, they reached over 41 million users in Pakistan, sparking massive awareness in just one day. Each week, they dropped teasers and full song promos, building a steady buzz among music lovers and keeping engagement high. From this, 64 million video views and a 15-second view-through rate that beat industry benchmarks by 14.5% followed. Plus, a cost per thousand (CPM) that was 9.3% lower than average made the campaign even more efficient, racking up over 5.7 million likes, comments and shares. #### TikTok Ad Examples #5: Bellamianta For Black Friday, [Bellamianta](https://ads.tiktok.com/business/en/inspiration/bellamianta-tiktok-smb-success-stories?ab_version=control) tapped into TikTok’s Spark Ads and Video Shopping Ads to ramp up sales through TikTok Shop. Their campaign reached over 458,000 users, achieving a 14x boost in ROAS. With creator partnerships and in-house content riding TikTok trends, Bellamianta kept users engaged and returning for more. By retargeting past visitors and analyzing user data, they stayed top of mind during the shopping season. #### TikTok Ad Examples #6: Guess [Guess](https://ads.tiktok.com/business/en-US/inspiration/guess-7?ab_version=experiment_2&agp_template_id=7400238737994547218) launched its #InMyDenim campaign using TikTok’s Brand Takeover ad format as part of its efforts to promote its Fall ‘18 Denim Fit Collection. The campaign challenged users to transform their style “from mess to best-dressed” in Guess denim, with Bebe Rexha’s “I’m a Mess” as the soundtrack. Guess’s ad took over the splash screen, inspiring thousands to join in. Over six days, the campaign led to 5,500+ user videos, 10.5 million views, a 14.3% engagement rate and 12,000 new followers. ### Common Mistakes to Avoid in TikTok Ads Unlike the TikTok ad examples we’ve covered, it’s also important to see the other side. Not every ad on TikTok finds success, and many brands find themselves falling prey to common traps that end up making their ads ineffective and wasting their budgets. ![Image%20covering%20TikTok%20ad%20best%20practices%20that%20apply%20to%20TikTok%20free%20ads%2C%20TikTok%20paid%20ads%20and%20other%20TikTok%20great%20ads.](https://images.ctfassets.net/ph8r57dk1q9w/78yoB4xuNAjnWSiZRDrffs/87b6462591ecf8e091c04a9e6834cf10/TikTok_nogo.webp) #### Don’t Ignore Trends According to TikTok, trends are the lifeblood of the platform. Brands that ignore trends risk making their ads look out of touch or irrelevant. Instead of scrambling to jump on every new viral moment, TikTok suggests focusing on “Trend Signals”—the broader, longer-lasting themes that keep your brand in the loop without feeling forced. TikTok’s Creative Center and Explore page are great tools for spotting these signals, helping brands keep their ads feeling fresh, relevant and perfectly in sync with what users love to see. For more on how to stay on-trend, check out TikTok’s [Trends Digest](https://ads.tiktok.com/business/en/blog/tiktok-trends-digest?ab_version=control). #### Don’t Be Overly Promotional Never forget TikTok’s main purpose from the user’s perspective: it’s first and foremost a platform that entertains, not a megaphone for brands to yell, “BUY MY PRODUCTS!” We’re not saying you can’t promote your brand, but do it in a way that blends with the atmosphere. Use humor, take advantage of trends and be as subtle as possible. Above all, avoid crossing the line between creativity and infomercial territory. #### Don’t Neglect Your Audience Have you ever heard the adage that *when you speak to everyone, you speak to no one?* While the app hosts every genre of content under the sun, that doesn’t mean you can blast out one-size-fits-all ads. You still need to tailor the language, style, messaging and vibe to your target audience. Take the time to understand what makes your audience tick and craft your message to their interests. They’ll thank you with their attention. #### Don’t Post Infrequently Posting frequently is key to building momentum. TikTok’s algorithm [rewards accounts that post regularly](https://www.socialchamp.io/blog/how-often-should-you-post-on-tiktok), so aim to keep a steady rhythm. It’s not about overwhelming your audience but about staying relevant and giving the algorithm a reason to keep showing your content. Plan a content schedule you can maintain long-term and make your presence known consistently to stay in viewers’ minds. #### Don’t Create Low-Quality Videos Frequent posting matters, but it shouldn’t come at the cost of quality. You don’t need Hollywood-level production, but clear visuals, good lighting and crisp audio show that you care about your brand’s image. These little details not only make your videos look more polished but also help build trust with your audience by showing that your brand is putting in the effort. Remember, quality over quantity goes a long way on TikTok. ### Turn TikTok Ad Engagement into Sales with Respond.io TikTok Ads drive traffic, but converting interested users into customers requires real-time interaction. When potential buyers click on an ad, they often have questions before making a purchase. While TikTok offers basic messaging tools, businesses running ad campaigns need advanced automation, analytics, and efficient lead management. As a badged TikTok Marketing Partner, respond.io helps brands capture, engage, and convert ad-driven leads seamlessly. #### Use TikTok Business Messaging to Enhance Ad Performance Rather than letting ad clicks go to waste, TikTok Business Messaging allows businesses to turn inquiries into meaningful conversations. Automate responses, qualify leads instantly and guide them through the buying journey without delays. Whether customers reach out through TikTok Messaging Ads or organic content, respond.io centralizes all interactions for faster response times and improved conversions. With TikTok Business Messaging integrated into respond.io’s omnichannel platform, brands can manage TikTok chats alongside WhatsApp, Instagram, and other messaging channels—all from a single dashboard. Currently in Beta and available in most regions except the U.S., EEA, Switzerland, and the U.K., this feature helps businesses maximize their TikTok Ad investment by converting engagement into revenue. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you liked this article, you might want to check out the following reads: - 5 Game-Changing Reasons Businesses Need TikTok Advertising - TikTok Ads Cost Breakdown: How to Achieve High ROI - Ultimate Guide to TikTok for Business [July 2024] ## [6 Ways Companies Use WeChat for Business](https:/respond.io/blog/how-companies-do-wechat-advertising) Have you been struggling to unlock the mysteries of WeChat Official Accounts & WeChat advertising. Why not copy someone who is already doing it right? It's likely that you stumbled upon this post because you are looking for WeChat Advertising strategies. In this post, we're going to discuss how companies took advantage of instant messaging and other features on WeChat. Before you keep reading, we do recommend that you read our [Ultimate Guide to WeChat for Business](https://respond.io/blog/wechat-official-account) because it explains how WeChat Official Accounts work and how WeChat can be used for Business. ### 1\. Burberry WeChat Marketing Campaign With 40 million followers on WeChat and a large part of the companies sales come from the Chinese market, Burberry puts in a lot of work to leverage its WeChat Official Account in order to convert followers into sales. #### How Does The Burberry WeChat Official Account Work? Burberry's WeChat Public Account is primarily focused on helping users find their stores, helping discover Burberry clothing and other luxury items as well as promoting Burberry's events and other marketing initiatives. ![This%20is%20how%20the%20Burberry%20Official%20WeChat%20Account%20Looks%20like.](https://images.ctfassets.net/ph8r57dk1q9w/tZOv2lY4KZXrqaUSE0Aqo/65db718681f7c995e15a1eeab6f42f83/BWOAFull_cfd6e37f4b7cd12391868015e798b5fa.jpg) When you first follow the Burberry Official WeChat Account you will be taken directly to the messaging screen. Then you receive an automated welcome message right away. The message gives a short explanation of what users can expect from the account, lets users know that they can seek customer support over WeChat and how long that should take. Rather than promoting users to chat directly with a Burberry representative the company has added a Chat Menu to its account. The chat menu is composed of three areas. The first button takes the user to a store finder. The second button opens a submenu that allows users to choose between Mens, Womens, and Children's fashion. Clicking any of these takes users to Burberry's official web store in China. The third button takes users to Burberry's Mini Programs. Although this area is generally for apps, Burberry is using it more like mini-sites. The options available are always rotating, but we did see that Burberry is using this space to show replays of past fashion shows, let users know about upcoming events and ask them to subscribe to notifications. Last but certainly not least, Burberry frequently posts articles about their upcoming shows, updates to fashion shows and collaborations using WeChat Articles. #### Has Burberry Done Any WeChat Advertising Campaigns? Burberry often uses WeChat Advertising Campaigns to turn its followers into online shoppers or even encourage them to go directly to the store. For its WeChat Advertising strategy has created both typical fashion marketing techniques and campaigns specifically designed for WeChat. One of the simple WeChat advertising campaigns Burberry has done is the Limited Edition T-shirt. A great way to reward its most loyal fans, Burberry created a t-shirt with the exclusive *ThomasBurberry* logo, it was only available for sale for 24 hours. All Burberry did on WeChat was post an article explaining the limited time offer and linked users to the page where they can buy. Simple but effective. But Burberry has also created complex WeChat advertising campaigns. For the Spring Festival in 2016, Burberry used WeChat in a clever way that drove traffic to its stores. ![A%20sample%20Burberry%20WeChat%20Advertising%20Campaign](https://images.ctfassets.net/ph8r57dk1q9w/1m9fgneTdElvGanBZ5rMDs/795783116492d91f4f845c0d53101d79/BPGFull_dadbfd238d5954cd024e66c2ebf81cb1.JPEG) This Burberry WeChat advertising campaigns allowed users to create a Burberry branded cashmere scarf to give to their loved ones. This was done by creating a WeChat Mini App that enabled people to customize the note and send it to others over WeChat. Burberry also used this opportunity to drive traffic to its stores by enabling users to pick up a real scarf with the same message in their local Burberry location. ### 2\. Durex WeChat Advertising Campaign Durex is always going to be a little different compared to other brands and its the same on WeChat. Rather than focusing on driving foot traffic or sales, the Durex WeChat Official Account is all about education. #### How Does The Durex Official WeChat Account Work? Once you Follow the Durex WeChat Public Account you will receive an automated welcome message. The message describes the purpose of the account but does not encourage users to message back as it displays a chat menu instead. ![This%20is%20the%20Durex%20WeChat%20Official%20Account%20that%20Durex%20uses%20for%20WeChat%20Advertising](https://images.ctfassets.net/ph8r57dk1q9w/4vzZ74KtQImbkUy02YQVp6/a4d08adf8dabe9ae8a38343f9690ead3/DOAFull_663d13cfe3ce10ee2d3336b171e187b1.jpg) The chat menu of the Durex account focuses purely on education. The three chat menu buttons correspond to three categories of products: condoms, lubricant & sex toys. Clicking on any of these three opens a submenu with actual products. Clicking on any of these products takes you to a page that describes the product. Durex is not trying to sell these products directly, but rather by educating the marketplace with the importance of safe sex they believe this will drive downstream sales in retail locations. #### Has Durex Done Any WeChat Advertising Campaigns? In line with their goals to educate their audience, Durex is not using their Official Account as WeChat advertising per se. There are more so looking to create increased engagement with their audience to drive awareness of the brand. ![The%20Durex%20Go%20WeChat%20Advertising%20Campaign](https://images.ctfassets.net/ph8r57dk1q9w/7y3uFLGdwz4ZVpM4DhuoTO/92411ebf1381926bcae6ce91edf4ddb7/DurexGo_8a3bdf47691e77406f4e50231c43095e.jpg) Durex Go is a partnership between Durex and Tencent to create a game that is very similar to Pokemon Go. Rather than catching Pokemon, the game encourages users to catch Magpies. After catching many of them the user is able to evolve their Magpies and event win prizes like a coupon for a hotel or a set of Durex stickers to use in conversations. ![This%20is%20a%20sticker%20you%20can%20win%20from%20playing%20Durex%20Go%20on%20WeChat](https://images.ctfassets.net/ph8r57dk1q9w/9Qes6MQ3Y0zlOGv04A9D2/e9c73476d58a5522d7dafcbedd3021f2/DurexSticker2_45c689ec3effb25167a03995c008c45c.gif) ### 3\. YOOX WeChat Advertising Campaign YOOX is a company that is no stranger to messaging app marketing, we've covered the [YOOX WhatsApp marketing campaign](https://respond.io/blog/whatsapp-marketing) already. So it is no surprise that they are also present on WeChat. #### How Does The YOOX WeChat Official Account Work? The YOOX WeChat Official Account is focused on two goals: getting users to download their app and facilitating eCommerce on the YOOX website. ![This%20is%20what%20the%20YOOX%20WeChat%20Official%20Account%20looks%20like](https://images.ctfassets.net/ph8r57dk1q9w/5Dm1NCflhGsVRxTgMSXmTs/0759123bef5ea3927c3323da19f105e8/YWOAfull_ee9ca28ceb7ab76418d4083358ae9929.jpg) When you first follow the YOOX official WeChat account you will receive an automated welcome message in the form of an image. The image provides a QR Code to help you download the YOOX app. As with other Official Accounts we've discussed, YOOX does not promote you to send a message but utilizes the WeChat Chat Menu instead. As usual, this is broken down into three buttons with submenus. The first button has different options related to current sales of new fashion lines. Clicking these buttons takes you directly to the YOOX eCommerce site. The middle set of buttons are for customer service. One option takes you to the YOOX website where you can check the status of your order. Pressing the other sends an automated message that lets you know the customer service phone number for YOOX as well as the hours of operation. Interestingly, you cannot just message YOOX and request customer service, you must call. The last button takes you to a page that contains a blog roll of all the YOOX most recent events and special sales. ### 4\. Diana Pet Food WeChat Advertising Campaign Surprisingly, this pet food company has one of the most interesting WeChat Official Accounts that we have seen yet. #### How Does The Diana Pet Food WeChat Official Account Work? The Diana Pet Food Official WeChat account is focused on promoting the brand of the company with options to explore their products, blogs, and general pet health information. ![This%20is%20the%20Diana%20Pet%20Food%20Official%20WeChat%20Account](https://images.ctfassets.net/ph8r57dk1q9w/18UVHgejdq28kynzkT5xMH/f4ca58c00eacde4b9f5e27d73b2b61bb/DWOAFull_88b174dc78c072ab87a034297e2feb71.jpg) When you first enter the Diana Pet Food WeChat Official Account you will be greeted with a welcome message that is in two languages, Chinese and English. They have three buttons across the bottom to help customers explore their products, educational articles, and their blogs. The first submenu takes you to different product pages, while the second button brings up articles from the companies account. These articles concern the latest research on pet health and how to best take care of various types of pets. The last buttons take users to a blog name Appet!zer. Although it does not carry the same name as the brand, this is a lifestyle blog concerning pet ownership. Somewhat surprisingly it is in English. #### Has Diana Pet Food Done Any WeChat Advertising Campaigns? The primary goal of Diana Pet Food of using WeChat is to get leads for its newly released products when holding product launch events and increasing the number of followers for its WeChat Official Account at the same time. In this case, when Diana Pet Food launched its new pet food called, “福味多 (fú wèi duō)" or New Pet Food Enhancer for the Chinese market, it sent the invitation to around 200 attendees. In addition to the invitations, the company also sent a test package with two pet-food flavor enhancers: the existing product and the newly released one. The main objective of this particular campaign was to showcase the innovative characteristics of this product compared to the existing one. To implement this idea, a Diana Pet Food prepared a 2-sided printed invitation and sent to prospective attendees. Each invitation featured two different QR codes linked to WeChat chatbot. One side of the invitation, the customers would see a YES option with a Happy pet face and a QR code, whilst on the other side of the invitation, there would be a NO option with a “Sad” pet face and a QR code. Scanning the QR codes will take the customers to follow Diana Pet Food's official WeChat account. In addition, the chatbot will initiate a conversation will start with a video as well as some questions for customers to attend the product release event. ### 5\. British Airways WeChat Marketing Campaign In 2016 British Airways decided to target Chinese students who were studying abroad as well as their parents with this smartly done WeChat marketing campaign. The campaign plays on the idea that parents whose children are overseas may not be comfortable coming to see them because they're not familiar with flying or not familiar with the local language. #### How Does The British Airways WeChat Official Account Work? The British Airways Official WeChat Account is a pretty standard affair. Once you follow the account, you will receive a standard message that explains what kinds of text commands you can send to the account and how you can contact customer service by phone. If you send text messages outside those available commands, there is no reply. ![A%20few%20screenshots%20that%20show%20off%20the%20British%20Airways%20Official%20Account%20%26%20WeChat%20Advertising](https://images.ctfassets.net/ph8r57dk1q9w/FiWiRTV8UJDRl19JoWMQp/f2f7d18881fd30632c4f9f79f9c7d4b7/BritishAirwaysWeChat_4baba6b883c8a6e6fc19972f23f661d0.jpg) The most important command is about discounts, what else. The response to this command is a WeChat Article. The British Airways WeChat Official Account uses articles to discuss it's latest discounts and product offers. There are also plenty of HTML5 pages for you to explore. British Airways has written articles about its product, including the different classes of travel as well as the amenities offered at its new terminal in Heathrow. There is no flight booking option on the app. If you click the booking link, it will take you directly to the British Airways booking page. Now without further ado, let's check out the campaign. #### How Did The British Airways WeChat Marketing Campaign Work? This British Airways WeChat marketing campaign seems to have been targeted to new flyers. We're not sure if British Airways used any WeChat Advertising to drive traffic to the campaign, but the main way to enter it was by scanning a QR code. This means that there could have been print and other digital media used to drive people to the campaign. One of the main ways to enter this was through their video which had a QR Code at the end. Once scanned the QR code takes users to an HTML5 side explicitly designed for parents who are traveling to see their children for the first time. The HTML5 site included useful information for people flying to the United Kingdom for the first time. It included a detailed guide to the types of items you are allowed or forbidden to take onboard the aircraft, a guide to interacting with immigration officials upon landing and a guide to filling out a landing card. The exciting part of the page was you could fill out the landing card. Then by long pressing, you could save it as a photo to use as a reference later. ### 6\. Boehringer Ingelheim WeChat Marketing Campaign 2019 has been a surprising year. We're finding more and more western companies doing WeChat marketing to improve their position in the Chinese market place. Today we found out that Boehringer Ingelheim, a German pharmaceutical company that has been around for more than 100 years, has created a WeChat Official Account to continue educating the Chinese market about Parkinsons and treatment options. Pharmaceutical companies are now becoming more and more creative with their marketing campaigns. ![This%20image%20is%20from%20the%20Boehringer%20Ingelheim%20WeChat%20Marketing%20Campaign%2C%20it%20shows%20parkinsons%20symptoms](https://images.ctfassets.net/ph8r57dk1q9w/5yH9JhN76pf8RE0tDzKKIB/95c962317ca1322ff88280885b0ad9bc/02e8ede1f79c46eb80a71d404a605c76_93be367d2c061cbedc069525b173cafe.jpg) The Boehringer Ingelheim WeChat Marketing Campaign includes more than its WeChat Official Account. They have also created a website where Chinese users can browse through much of the same information that is available in the WeChat OA. #### How Does The Boehringer Ingelheim WeChat WeChat Official Account Work? The Boehringer Ingelheim WeChat WeChat Official account is just a website inside WeChat. There are two major ways users can interact, read & like articles or search for their nearest Parkinsons outpatient clinic using the interactive map. The articles available on the WeChat account fall into the following categories: - Patient Experiences - Campaigns for Public Awareness - Parkinsons Symptoms - Chicken Soup for Parkisons - Advice from Doctors - Advice from Therapists Chicken Soup for Parkinsons articles are articles that help sufferers and their families get through their situation with soothing articles that describe the best ways to get through it all. ![%20A%20series%20of%20images%20that%20show%20The%20Boehringer%20Ingelheim%20WeChat%20WeChat%20Official%20Account](https://images.ctfassets.net/ph8r57dk1q9w/5DMS5tOwRjCp5QXMCicIu2/840c2e136b741d6051b9feb95702b6cd/FullImage_2d940c034c396d1f4b2d07a01097dca1.jpg) There is an area of the account that is explicitly dedicated to service. When you navigate to it, you are taken directly to a chat. We were surprised to see that the welcome message in the chat used our names, this is somewhat uncommon in WeChat OAs at least in our experience. However, when we attempted to respond to this message in either English or Chinese we were only able to receive a broken HTML string in return. #### Was The Boehringer Ingelheim WeChat Marketing Campaign a Success? As this is more of an awareness campaign, it's tough to gauge whether this entire effort was a success. Although we tried to reach out to their website for comment, we weren't able to receive any response. According to newrank.cn, this WeChat Official Account has about 14,000 active followers. Newrank.cn also indicates that their WeChat articles receive anywhere from 300 to 3000 reads. ### Further Reading We updates this blog post regularly with additional campaigns. If you like, you can [be notified when updates happen](https://www.messenger.com/login.php?next=https%3A%2F%2Fwww.messenger.com%2Ft%2F). ## [7 Best AI Chatbots for Customer Service in 2026 for Businesses](https:/respond.io/blog/best-ai-chatbot-for-customer-service) Discover the 7 best AI chatbots for customer service in 2026. Compare respond.io, Freshchat, Intercom, Zendesk & more to boost your customer service. This isn’t 2015 anymore. AI chatbots have grown up. They’re no longer the clunky FAQ machines we used to roll our eyes at. The best AI chatbots in 2026 feel like actual teammates. They understand intent, tackle tricky problems, update records on the fly and know just when to bring in a human agent. But why does this matter? Because customer service is under more pressure than ever. [80% of customers](https://www.salesforce.com/resources/articles/customer-expectations) say their experience with a company is as important as its products or services, and by 2026, [89% of businesses](https://surveysparrow.com/blog/customer-experience-benefits) will compete on customer experience over price or product alone. Customers expect instant help across channels, and they won’t tolerate long waits or fragmented experiences. If you’re looking for the best [AI chatbots](https://respond.io/ai-agents) to power your [customer service](https://respond.io/blog/how-to-improve-customer-service), you’re in the right place. We’ll walk you through what to look for, then break down the top platforms so you can pick the one that fits your business best. ### What do AI chatbots offer for customer service? Before we dive into selecting tools, let’s clear the air on what customer service actually means. Customer service is about helping people before, during and after they buy: from answering questions and guiding choices to making sure they leave happy and come back again. Think of it as relationship-building. That’s different from customer support, which usually kicks in when something breaks. Support is fixing the glitchy login or refunding the order that went sideways. Service is making sure customers never feel like just another ticket in the queue. ![Image%20depicting%20the%20benefits%20of%20using%20AI%20Chatbots%20for%20customer%20service.](https://images.ctfassets.net/ph8r57dk1q9w/3QEEJONXRrf19tMJg0oWdJ/aee3aa0eb2f51bb3369bc36ef505d7f0/Practical_Guide___Best_AI_Chatbot_for_Customer_Services_-_Image_1.png) AI chatbots fit neatly into this picture. They’re not just spitting out canned replies, they’re handling real conversations, smoothing out the customer journey and t[aking pressure off your team](https://respond.io/blog/customer-service-automation). Here’s what they actually do in practice: #### 1\. Understand intent AI chatbots in the past needed the exact keyword or they’d crumble. AI chatbots today can easily read between the lines, figure out what the customer’s really asking and respond in plain language. It feels more like chatting with a person than shouting at a search bar. #### 2\. Resolve everyday requests instantly Want to check an order status, update a delivery address or get the return policy? A chatbot can handle that in seconds. Customers get quick wins, and your human team is freed up to tackle the gnarlier, higher-value conversations. #### 3\. Keep conversations connected across channels A customer might start on [WhatsApp](https://respond.io/blog/whatsapp-marketing), switch to [Instagram](https://respond.io/blog/instagram-customer-service) and follow up by email. Instead of scattering those chats into different silos, the chatbot keeps it all linked as one conversation. To the customer, it feels seamless. To your team, it’s less chaos. #### 4\. Hand off to humans When things get too complex, a good chatbot doesn’t panic or stall. Instead, it routes the chat to the right human agent with a tidy summary of what’s already been said. No one likes repeating themselves, and this makes sure they don’t have to. ### What to look for in an AI chatbot for customer service Now that we’ve nailed down what these bots actually do, let’s talk about how to spot a good one. Not every platform that slaps “AI” on the label is worth your time. ![Image%20depicting%20the%20must-haves%20for%20any%20AI%20Chatbot%20for%20customer%20service.](https://images.ctfassets.net/ph8r57dk1q9w/1A7SBOIIbDj3nPEmX8r2F1/70ef9247cbf0f0dff6ff9e8607927bae/Practical_Guide___Best_AI_Chatbot_for_Customer_Services_-_Image_2.png) Here’s what separates the real deal from the rest: #### Depth of service A good AI chatbot should handle everyday service tasks, not just spit out answers. Think [booking appointments](https://respond.io/book-a-meeting), checking order status, updating delivery details or nudging a customer to the right next step. These are the routine requests that make or break a customer’s impression of your brand. #### Ability to close conversations Great service means resolution, not loose ends. Look for chatbots that can summarize a chat, mark why it ended and trigger a follow-up task or survey. This keeps inboxes tidy, helps with reporting and reassures customers that their request was actually taken care of. #### CRM integrations In customer service, nothing kills trust faster than having to repeat yourself. A strong chatbot should pull customer history from your CRM and push updates back in as it chats. That way, if someone asks about their last order today and comes back with a new question tomorrow, your team already has the full picture. #### Omnichannel coverage Your customers will message you wherever it’s easiest for them, not where it’s easiest for you. A strong service chatbot doesn’t just appear on multiple channels, it makes the experience consistent, so tone, data and context stay aligned whether the chat happens on [WhatsApp](https://respond.io/blog/whatsapp-business-api), [Instagram](https://respond.io/blog/instagram-business-chat), [VoIP](https://respond.io/blog/voip-crm-integration), [TikTok](https://respond.io/blog/tiktok-for-business) and [beyond](https://respond.io/blog/omnichannel-communication). #### Flexibility Customer service looks different before and after a purchase. Sometimes you need a friendly receptionist to greet new inquiries, sometimes a product guide to answer pre-sale questions, and sometimes an aftercare agent to handle returns or warranty checks. The best platforms let you create flexible AI chatbots that can fit any role, so customers get the right kind of help at the right time. ### The 7 best AI chatbots for customer service in 2026 There’s no shortage of “AI chatbots” out there, but not all of them are built for customer service. Some are campaign tools, some are helpdesk add-ons and a few are genuinely strong service platforms. To save you the trouble of sifting through the noise, here’s a quick snapshot of the seven standouts worth your attention: | Platform | Channels supported | AI chatbot features | Pricing (mid-tier) | Suited for | | --- | --- | --- | --- | --- | | Respond.io | WhatsApp, WhatsApp Calls, VoIP, Instagram, Messenger, Telegram, TikTok, email and more | Role-based AI agents, AI agent voice call, AI agent follow up, AI call summaries, AI-triggered workflows, smart routing, Lifecycle view, enterprise safeguards, Test AI Agent, reporting and analytics | Growth plan starts at $199/mo for 10 users and offers unlimited automation and AI Agent usage | Mid to large B2C companies needing omnichannel automation | | Freshchat | WhatsApp, Instagram, Email, SMS, LINE and Google Business Messages | Freddy AI for intent detection, replies, summaries | Growth plan starts at $23/mo (includes 500 AI sessions; $100 per 1,000 extras) | Teams already using Freshdesk or Freshsales | | Intercom | In-app messenger, email, WhatsApp, Messenger | Fin AI answers from help docs, proactive tours | Advanced plan starts at $99/seat/mo; Fin AI billed at $0.99/resolution | SaaS teams with in-app service needs | | Zendesk | WhatsApp, LINE, Facebook, X, email and more | AI bots for FAQs, summaries | Suite Professional plan at $149/agent/mo | Enterprise teams already standardized on Zendesk | | Kommunicate | WhatsApp, Messenger, SMS and more | No-code FAQ bot, multilingual, human handoff | Professional plan at $200/mo (2 AI agents, 2,000 conversations) | SMBs that want affordable simplicity | | Chatfuel | Instagram, Messenger, WhatsApp | Templates & flows for FAQs, DM automation | Business plan starts at $39/mo (WhatsApp & IG) or $23.99/mo (Facebook) | Small businesses focused on IG/Messenger DMs | | Lindy | Email, Slack and voice | integrations)No-code agent builder, workflow templates | Pro plan starts at $29.99/mo | Small–mid teams wanting flexible setup | This table gives you the quick lay of the land. Next, let’s break each one down. #### #1 Respond.io **Best for:** Mid to large B2C companies that need reliable automation across multiple channels Respond.io pulls WhatsApp, Instagram, Facebook, Telegram, TikTok, email and voice into one inbox. Its AI Agents can act as receptionists, sales or support, or be customized for specific workflows. They handle FAQs, qualify leads, send links, update CRM fields, add or remove contact tags for segmentation and escalate complex issues with full context, backed by GDPR compliance, ISO 27001 certification and [99.999% uptime](https://respond-io.betteruptime.com). **Key Features** - Shared omnichannel inbox across WhatsApp, VoIP, Instagram, Messenger, Telegram, TikTok, email and more - Smart routing to the right human agent with full conversation context - AI agents trigger no-code automation Workflows for routing, auto replies, reminders and handoffs with internal comments added automatically - AI Agents that can handle live chats, live calls and handoff to human agents if needed - AI Agents can make live API requests to external systems - Test AI Agent feature that lets you run trial chats before launching - Smarter, more efficient AI that responds faster and avoids unnecessary processing or errors. - Seamless human takeover — the AI stops instantly, ensuring smooth handoffs in every module. - Lifecycle view to qualify leads, track funnel stages and prioritize follow-ups - Native CRM integrations with HubSpot, Salesforce and more - AI assist for suggested replies and handling routine questions - Transparent pricing with no hidden broadcast markups - Reliable 24/7 always-on customer support with live calls, chats and guided onboarding - Enterprise-grade safeguards with GDPR, ISO 27001 and 99.999% uptime **Pricing** The Growth plan starts at $199/month for 10 users, with unlimited AI agent use and advanced automation. #### #2 Freshchat **Best for:** teams already using Freshdesk or Freshsales who want quick AI wins Freshchat blends live chat with Freddy AI across web, WhatsApp, Instagram and other channels. Its real strength is how smoothly it plugs into the rest of Freshworks. If you already use Freshdesk for tickets or Freshsales for CRM, adding Freshchat feels less like a new tool and more like flipping on an extra feature. **Key Features** - Freddy AI detects intent and suggests service replies - Summarizes chats for smoother agent pickup - Answers simple FAQs across WhatsApp, Instagram and web - Routes conversations directly into Freshdesk or Freshsales - Supports multilingual chats for global service teams **Pricing** Freshchat’s Growth plan starts at $23/month and includes access to the Freddy AI Agent with 500 free sessions. Additional sessions are billed at $100 per 1,000. #### #3 Intercom **Best for:** SaaS teams that want in-app service plus proactive guidance Intercom is known for its in-app messenger and Fin AI agent, which answers routine questions by pulling from your help docs. It also offers proactive messages and product tours, making it practical if most of your service happens inside your product rather than on external channels. **Key Features** - Fin AI answers questions from your help center and docs - Provides service directly inside your app’s messenger - Uses product tours and proactive prompts to cut down on questions - Flags complex issues and summarizes them for human agents - Strong fit for SaaS teams where most service happens in-app **Pricing** Intercom’s Advanced plan starts at $99/seat/month and includes full access to the Fin AI Agent, which is billed at $0.99 per resolution. #### #4 Zendesk **Best for:** Large teams already standardized on Zendesk Zendesk is the enterprise classic. Its ticketing backbone is battle-tested, and the AI layer now adds answer suggestions, conversation summaries and intent detection. For companies already running on Zendesk, enabling AI is less about learning a new product and more about upgrading what you already know. It’s serious, structured and built for scale. **Key Features** - AI bots deflect simple service requests before they hit agents - Summarizes chats and suggests replies to speed up work - Escalates to human agents with tickets and full history - Runs across email, chat and voice for consistent service - Ideal for high-volume enterprise teams already on Zendesk **Pricing** Zendesk’s Suite Professional plan is $149/agent/month and includes AI agents, generative replies and customizable reporting. #### #5 Kommunicate **Best for:** SMBs that want a low-cost bot Kommunicate focuses on practicality. It gives you a no-code bot, smooth handoff to human agents, and integrations with WhatsApp, web and mobile apps. It’s not overloaded with features, but it’s affordable, easy to use and helps small teams save time on repetitive queries while still keeping the human touch. **Key Features** - No-code AI bot for FAQ-level service requests - Smooth handoff to human agents mid-conversation - Supports WhatsApp, Messenger, SMS and more - Multilingual responses for small global teams **Pricing** Kommunicate’s Professional plan is $200/month and includes 2 AI agents and 2,000 conversations. Additional agents can be added for $30/month. #### #6 Chatfuel **Best for:** Smaller businesses handling customer service in WhatsApp, Instagram or Messenger Chatfuel lives where your customers most likely scroll: WhatsApp, Messenger and Instagram. It lets you build bots with visual flows, automate replies to comments and messages, and use templates to get started fast. It’s not for complex, enterprise-level service, but if most of your customer interactions happen in social DMs, Chatfuel is a simple and affordable way to stay responsive. **Key Features** - Automates replies in WhatsApp, Instagram and Messenger - Templates for FAQs, product inquiries and promotions - Comment-to-DM and story reply flows for quick engagement - Escalates to human agents when chats go beyond the bot **Pricing** Chatfuel’s Business plan starts at $39/month for WhatsApp and Instagram, and $23.99/month for Messenger. Both include chatbots, auto-replies, a shared inbox and live chat. #### #7 Lindy **Best for:** Teams that want flexible AI workflows without too many technical barriers Lindy pitches itself as the no-code agent builder for modern teams. You can spin up a chatbot by describing what you want it to do, then connect it to your apps and data. It’s not as deep as enterprise tools, but for small to mid-sized teams that want automation without engineering headaches, it’s a clever way to get started. **Key Features** - No-code builder for designing custom service agents - Handles tasks like scheduling, triage and record updates - Template library for quick start with common service flows - Multilingual prompts to handle international customers **Pricing** Lindy’s Pro plan starts at $29.99/month. It includes up to 20 million characters in the knowledge base and the ability to invite team members. ### What is the Best AI Chatbot for customer service? Most tools that call themselves “AI chatbots” still act like glorified FAQ machines. They can answer one or two questions, but fall apart when a customer needs something more. [Respond.io](http://respond.io/) stands out because its AI Agents behave like real teammates instead of simple chatbots. You can deploy them as receptionists, sales reps or support agents or even build a custom agent specific to your industry. They greet customers, qualify leads, answer FAQs, even read images as well as PDFs and send payment or booking links. When an issue gets complex, they escalate with full context so no one repeats themselves. But even beyond providing the best AI chatbots for customer service, [respond.io](http://respond.io) also provides: - A Lifecycle view to track customers across every stage of the funnel, from first touch to repeat purchase - Full support for VoIP and WhatsApp calling, so your team can jump from chat to voice without losing context - Detailed reporting and analytics to monitor response times, resolution rates and team performance - True omnichannel messaging that unifies WhatsApp, Instagram, Messenger, Telegram, TikTok, email and more in one inbox - Seamless CRM integrations and no-code automation that keep data synced and service workflows running smoothly But don't take just our word for it. Businesses from [noonmar](https://respond.io/customers/noonmar-increases-new-customers) to [Automax®](https://respond.io/customers/automax-boosts-roi-from-whatsapp-broadcasts), [Praga Medica](https://respond.io/customers/praga-medica-recovers-70-percent-more-leads) and [Yoho](https://respond.io/customers/how-yoho-centralized-6-support-channels-to-improve-chat-response-times-by-84) are already scaling rapidly with respond.io—growing customers, boosting ROI and cutting response times to deliver the best possible customer service experience. ### FAQs about the best AI chatbots for customer service ### Further reading If you enjoyed our article, you should check these out: - Top 10 WhatsApp Chatbots in 2026: Pros, Cons & Pricing Compared - Best AI Lead Generation Tools & How to Choose One - How to Create a WhatsApp Chatbot: 3 Use Cases (+Examples) ## [7 Best WhatsApp CRM Systems for Mid-Market B2C Teams in 2026](https:/respond.io/blog/best-whatsapp-crm) Respond.io, Wati, Zoko, Interakt, Freshchat, Trengo & Twilio compared—features, pricing & best uses for mid-market B2C sales/support teams. For mid-market B2C sales and support teams, managing customer conversations in WhatsApp alone stops working once inbound volume and channels grow. A [WhatsApp CRM](https://respond.io/blog/whatsapp-crm) solves this by adding the missing layer. It centralises customer data, lets teams manage contacts through lifecycle stages, provides AI and automation to handle conversations and processes and gives insights to measure performance — all from one platform.  The WhatsApp Business App is fine for small teams handling chats manually, but it quickly becomes limiting when you need multiple agents, automation, CRM sync or reporting. Most WhatsApp CRMs use the WhatsApp Business API to support shared inboxes, workflows, customer data sync and scalable campaigns. When choosing a tool, make sure its API setup fits your team’s growth needs. This guide covers the seven best WhatsApp CRM systems in 2026, how they differ, what they cost monthly and which setups actually work at scale. ### Evaluation criteria: How we chose the best WhatsApp CRM When evaluating WhatsApp CRMs, mid-market B2C businesses should assess six capability dimensions: omnichannel consolidation, AI agent depth, CRM integration, mobile reliability, broadcast compliance and customer lifecycle management. [Customers are already on WhatsApp](https://backlinko.com/whatsapp-users). It’s where they book haircuts, confirm deliveries, ask about products and share pictures of what they want. The problem? Most businesses still treat it like a personal chat app, with customer messages scattered across multiple phones and no easy way to track what’s been said. ![Image%20depicting%20the%20reasons%20why%20you%20need%20a%20best%20WhatsApp%20CRM](https://images.ctfassets.net/ph8r57dk1q9w/7xXReotO8GrZ3LBr9d8KWL/950e42d60c0fea4d9b6c5053ce8cd793/Image_depicting_the_reasons_why_you_need_a_best_WhatsApp_CRM.jpg) That’s fine if you have five customers a week. It’s chaos if you have five hundred. At that point, a shared team inbox needs more than shared access. Buyers should look for collision detection so two agents do not reply at once, transfer and mention controls for clean handoffs and service-level agreement timers or queue visibility so high-intent chats do not sit unanswered. Assignment rules, internal notes, tags and permissions still matter, but the real test is whether the workspace protects speed-to-lead and preserves context when sales, support and marketing share one number. Without these controls, customers receive duplicate replies, leads get dropped and handoffs between marketing, sales and support become messy. A good WhatsApp CRM brings order to the chaos by: - Keeping conversation history and context visible— so anyone on your team can jump into a customer conversation without asking “What’s going on here?” - Giving you control— by auto-assigning customers and setting up processes so nothing slips through the cracks - Tracking conversations— through showing you which conversations are leading to sales, and which ones are going nowhere - Centralizing customer history— so every message, call or file is stored in one centralized inbox, no matter who handled it or when - Making follow-ups consistent— with reminders and automation that ensure customers never feel ignored or forgotten In other words, without a WhatsApp CRM tool, you’re relying on memory and goodwill. ### How to choose the best WhatsApp CRM? Choosing the right WhatsApp CRM is about selecting a platform that matches how your team actually works and can support growth as conversation volume increases. Here are the key factors to look for. #### Look for omnichannel consolidation WhatsApp is often the primary channel, but as companies grow, customers engage across multiple platforms. Without omnichannel consolidation, teams risk missing conversations, context and revenue opportunities. That’s where the right WhatsApp CRM should extend beyond WhatsApp into a [unified inbox](https://respond.io/blog/omnichannel-communication). ![](https://images.ctfassets.net/ph8r57dk1q9w/6mMqoaYqu6XlUvSaIW6k07/4229fc4c9d09a30a40e5bce34fd2cdd4/Image_explaining_the_benefits_of_respond.ioâ__s_omnichannel_inbox__with_multiple_messaging_channels_flowing_into_one_inbox.â.png) The best WhatsApp CRMs unify WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, email and voice calls [into one customer record](https://respond.io/help/contacts/contacts-overview#merge-contacts) instead of keeping each channel in a separate inbox. That gives teams one conversation timeline, one owner view and cleaner attribution when a lead moves from an ad click to chat, then to a call or email. If a platform only supports WhatsApp plus a few adjacent channels without shared identity and history, handoffs break down, managers lose source data and high-intent buyers can go cold when they switch channels. #### Support advanced AI agents for handling high inbound volumes A WhatsApp CRM should support advanced AI agents that can handle high volumes of inbound conversations across both messaging and voice, without requiring teams to manually manage every interaction. As inbound demand increases, AI agents should act as the first layer of handling by understanding intent, filtering spam and low-intent conversations, and [qualifying leads](https://respond.io/lead-qualification) so that only relevant interactions reach human teams. ![](https://images.ctfassets.net/ph8r57dk1q9w/6IzvahK7ZESPFte1LRhRQO/352f63d83320ec54d9248f80e36ed664/respond.io_AI_agent_configuration_screen_with_the_â__Handle_Callsâ___action_turned_on__allowing_the_AI_Agent_to_answer_incom.png) AI agents are only one part of automation. Non-technical teams should also look for a no-code workflow builder that can handle structured processes such as lead qualification, FAQ routing, appointment booking, contact tagging and CRM updates without developer support. The practical difference matters: rule-based workflows handle predictable tasks, while AI Agents adapt to open-ended questions and take action based on intent. Buyers should check whether automation can qualify leads, update lifecycle stages, trigger workflows, route conversations, generate summaries for handovers and support compliant outbound follow-up, not just send auto-replies or deflect basic questions. The best WhatsApp CRMs combine both layers, so teams can automate common processes and still keep human agents focused on high-value conversations as volume grows. Beyond initial handling, AI agents should support operations by performing actions such as [routing interactions](https://respond.io/help/convert-leads/route-contacts-by-team-functions) to the correct agent, team or workflow in real time, summarising conversations or calls, and updating contact data and lifecycle stages. This helps customers get faster, more accurate responses and allows human agents to focus on high-value conversations. ***Pro tip*****:** Use [respond.io’s AI voice agent](http://google.com/url?q=https://respond.io/blog/whatsapp-ai-voice-agent&sa=D&source=docs&ust=1768400901015720&usg=AOvVaw0I-VdvPhwSwW6k2f2xucbB) to answer incoming WhatsApp calls during sales events. This ensures that even when your chat agents are at capacity, every caller receives an immediate, natural-sounding response to qualify their interest. #### Integrates natively with your CRM A WhatsApp CRM should [integrate directly with your existing CRM](https://respond.io/integrations) so customer data, lead status, and deal stages stay in sync automatically. This means conversations on WhatsApp are tied to CRM records in real time, eliminating the need for manual data entry or duplicated updates across systems. Sales and support teams can see the full customer context without switching tools or relying on incomplete information. ![](https://images.ctfassets.net/ph8r57dk1q9w/7hf6xFkxfKhJAwQLT3Y79Q/0b2566f2ec6ed6c1013ff45e75ec16a4/Respond.io_interface_illustrating_integration_with_tools_like_Hubspot_to_create_seamless_end-to-end_data_flow..png) When CRM integration is done properly, teams can [track lead progression](https://respond.io/blog/whatsapp-lead-management) accurately, follow up at the right time and report on pipeline performance using a single source of truth. Buyers should also test whether the WhatsApp connection is truly native. In a native setup, agents can send, receive, route and report on WhatsApp conversations in the same workspace without a chain of connectors. Middleware-heavy setups often introduce sync delays, extra fees and another point of failure, which weakens follow-up speed, attribution accuracy and manager visibility. Good customer relationship management system integrations should sync more than contact names. Mid-market buyers often need HubSpot, Salesforce, Zoho or Pipedrive on the sales side, plus Shopify or WooCommerce for order context. A strong integration should sync contacts, lifecycle stage, owner, source data, conversation history and relevant deal or order details both ways. That level of sync reduces manual updates at the point where speed matters most. It also gives managers cleaner attribution and a more reliable view of which WhatsApp conversations are turning into qualified opportunities or repeat purchases. The best setups also sync conversation history, lifecycle stage, ownership and deal context so sales and support teams can act from one record instead of piecing together data across tools. Cleaner lead capture means faster first response, better pipeline visibility and fewer opportunities lost to missing or duplicated records. #### Check mobile access and app reliability WhatsApp is often the channel teams use when they are away from the desk, so mobile quality is not a nice-to-have. A strong mobile app should let agents reply, review customer history, reassign conversations, add notes and complete follow-up tasks without switching back to desktop. Buyers should also check for fast push notifications, reliable unread status sync and consistent assignment visibility across devices. If mobile and desktop fall out of sync, teams respond late, duplicate replies increase and high-intent leads can stall before a manager sees them. #### Assess broadcast and campaign management capabilities Compliant broadcasting is not just about sending messages in bulk. Buyers should check how the platform handles template creation, approval tracking and rejection workflows, because outbound messages outside the 24-hour customer service window must use approved templates. If a template is rejected, teams should be able to see the reason, edit it and resubmit it without relying on manual workarounds. Execution matters after approval. A strong platform should make it easy to manage opt-ins, segment audiences by lifecycle stage or behavior, schedule sends and measure delivery, reads, clicks and conversion outcomes. That gives teams a clearer view of which broadcasts create qualified conversations instead of just message volume. Agent speed matters too. Quick replies or saved responses help teams answer repeat questions consistently during peak demand, whether the question is about pricing, appointment availability or order status. Buyers should check whether these replies can be standardized, personalized and used alongside automation so agents stay fast without sounding generic. [Effective broadcast support](https://respond.io/help/broadcasts-module/managing-broadcasts) includes audience segmentation, scheduled sends and safeguards that ensure messages are sent only to opted-in contacts using approved message templates.  ![](https://images.ctfassets.net/ph8r57dk1q9w/ax7ZaIX8LbwrxAhEBoCby/7c4a32f4f95f89f97fcc932ab14da3e3/Respond.io_Broadcast_table_with_a_general_overview_of_all_broadcasts__including_status__channel__audience__and_performance_m.png) This allows teams to share product updates, promotions, or event invitations at scale while staying within Meta’s messaging policies. A strong WhatsApp CRM should also provide visibility into broadcast delivery and engagement, such as delivery status and open rates, so teams can reliably measure performance and optimize future campaigns. Without built-in compliance safeguards, broadcast campaigns can quickly lead to policy violations. WhatsApp should never be used for cold outreach or spamming, as this can result in [account suspension or permanent loss of access](https://respond.io/blog/whatsapp-business-banned) #### Manage customer conversations across every lifecycle stage A WhatsApp CRM should enable teams manage customer conversations across every stage of the [customer lifecycle](https://respond.io/blog/customer-lifecycle-management-software), not just respond to messages.  This means the platform must support clearly defined lifecycle stages e.g. new lead, qualified prospect, active customer and returning customer. It should also allow agents or automations assign and update these stages as conversations evolve. ![](https://images.ctfassets.net/ph8r57dk1q9w/3lgyMpvlNPmhmA49IRB1bL/34dd75c68287a68b9e940d2037bc0c2f/lifecycle-stages.avif) Managing lifecycle stages inside your WhatsApp CRM gives teams immediate context about where each contact stands, so follow-ups are timely and relevant.  It also enables smarter workflows, such as triggering reminders, assigning conversations to the right team, or adjusting messaging based on lifecycle stage. With lifecycle management, teams can intentionally move contacts forward, measure progress and ensure no opportunity is lost as WhatsApp conversation volume grows. WhatsApp API compliance and opt-in governance is another critical evaluation point. A strong platform should use the official WhatsApp Business API, support approved template workflows and make opt-in status visible so teams do not message customers without consent. For sales teams, lifecycle management should also connect to pipeline tracking. This means teams can see which WhatsApp conversations become qualified opportunities, where each deal sits in the funnel and where follow-up is slowing down. With the right setup, managers can identify stalled conversations, coach agents and forecast more accurately instead of treating WhatsApp as just a fast reply channel. Analytics are not a vanity add-on. They show where conversations stall, which campaigns create qualified demand and whether WhatsApp is contributing to revenue. Buyers should separate support-style dashboards, such as first response time, delivery and read rates or agent productivity, from revenue reporting that shows qualified leads, lifecycle movement, campaign attribution, repeat purchase signals and conversion outcomes. The stronger platforms connect those numbers back to WhatsApp and other key messaging, social, voice and email channels in one reporting view, so managers can see which conversations move contacts forward and which channels or campaigns are leaking demand. ### What are popular WhatsApp CRM use cases? Popular WhatsApp CRM use cases include sales qualification, e-commerce recovery, customer support, campaign follow-up and routine operations updates. These scenarios show where WhatsApp CRMs have the greatest impact across customer communication and operations. #### Sales teams turning chats into revenue For sales teams, the biggest shift is moving from manual WhatsApp replies to an AI-assisted WhatsApp CRM built on the [WhatsApp API](https://respond.io/whatsapp-business-api). Instead of agents responding to every incoming message, businesses now use automation and AI to qualify leads before a human ever steps in. As message volume grows, responding quickly is no longer enough. What matters is identifying which conversations show real buying intent.  [AI agents](https://respond.io/ai-agents) handle the first layer of engagement by asking qualification questions around budget, needs, and timeline, then automatically tagging contacts by lifecycle stage. Sales reps only take over when a lead is sales-ready. #### E-commerce teams driving revenue through WhatsApp For e-commerce and retail brands, WhatsApp is not just a support channel — it is a repeatable revenue channel. The highest-impact use cases include abandoned cart recovery, order confirmations, shipping updates, product catalog sharing, COD confirmation and repeat purchase campaigns. These workflows help teams turn browsing into buying, reduce “where’s my order?” inquiries and bring customers back based on purchase history. When evaluating WhatsApp CRMs for e-commerce, prioritize platforms with Shopify or WooCommerce integrations, catalog sync and commerce-specific automation templates. The goal is turning WhatsApp into a channel that drives measurable revenue, not just handles inquiries. #### Customer service agents handling inquiries at scale When 1,000 customers message "*Where's my order*?" every Monday morning, your three-person support team can't manually reply to everyone within two hours. AI agents answer FAQs using your knowledge sources, resolve routine queries and close conversations with summaries, [escalating only complex issues to humans](https://respond.io/blog/escalation-management).  The entire conversation history stays in one thread for smooth handoffs when needed. #### Marketing teams running targeted campaigns [Click-to-WhatsApp](https://respond.io/blog/click-to-whatsapp-ads) ads should not be treated as just another inbound source. The right platform should capture the ad source, campaign and intent directly into the contact record so sales and support teams can see why the person started the conversation before replying. That context makes follow-up more relevant and helps teams separate product questions, booking requests and high-intent sales inquiries. Buyers should also check whether the platform can route conversations based on ad intent, preserve attribution as the contact moves through lifecycle stages and report on outcomes beyond reply volume. The useful question is not whether a campaign generated chats. It is whether ad-driven conversations became qualified leads, appointments or sales, and whether that conversion data can be sent back to Meta to improve future targeting. #### Operations teams automating routine updates As businesses scale, operations teams spend a disproportionate amount of time sending repetitive WhatsApp messages such as appointment reminders, delivery updates, and document requests. Manually handling these updates increases the risk of missed messages, inconsistent records, and operational bottlenecks. Over time, this creates delays, errors, and unnecessary workload for teams. By [automating routine updates](https://respond.io/blog/whatsapp-for-retail-industry) based on customer actions or timeline events, a WhatsApp CRM ensures messages are sent on time and recorded in a single conversation thread.  This reduces missed appointments, improves auditability, and allows operations teams to scale without adding headcount. ### Industry-specific WhatsApp CRM use cases The right WhatsApp CRM depends on your revenue model, team structure and how customers move from first message to purchase. Different businesses need different strengths: e-commerce teams may prioritize commerce integrations and abandoned cart recovery, service businesses may need fast routing and appointment workflows, while high-consideration sales teams often need lifecycle tracking, lead qualification and CRM sync. - E-commerce and retail brands need abandoned cart recovery, order confirmations, delivery updates and catalog sync. The goal is turning browsing into buying and keeping customers informed without manual follow-up. - Multi-location service businesses such as clinics, salons and repair services need appointment reminders, lead qualification and location-based routing. Speed matters because customers often message multiple providers and book with whoever responds first. - High-consideration sales teams in real estate, automotive, education or financial services need pipeline visibility, lead scoring and structured follow-up sequences. Conversations are longer, so tracking deal stages and handoffs inside the CRM is essential. When evaluating tools, match capabilities to your revenue motion. E-commerce brands should prioritize commerce integrations and automation. Service businesses should focus on routing and response speed. Sales-led teams should look for pipeline tracking and CRM sync. ### How B2C Teams Use respond.io as a WhatsApp CRM The right WhatsApp CRM should help teams improve lead handling, campaign visibility and revenue outcomes. Here are three B2C examples. #### [**JU Productions**](https://respond.io/customers/ju-productions-chose-respond-io-over-manychat) A photography studio in Singapore needed to improve WhatsApp lead handling, connect ad data to customer conversations and reduce manual follow-up. By using respond.io with WhatsApp API, Meta Conversions API, automation and broadcast workflows, the team achieved **718% more WhatsApp sales**, **47% lower cost per lead** and **98% fewer broadcast opt-outs**. > “We’re grateful to have chosen respond.io — the platform has been a huge part of our growth, and the team consistently rolls out new features and resolves issues quickly, which gives us confidence we made the right decision.” — Jefferson Liew, CEO, JU Productions #### [**noonmar**](https://respond.io/customers/noonmar-increases-new-customers) An e-commerce business needed better visibility into which ads and customer journeys were driving revenue. By using respond.io with Meta Conversions API and lifecycle tracking, the team connected ad data to WhatsApp conversations, improved campaign visibility, increased leads by **10%** and grew new customers by **40%** in one month. > “Before respond.io, we struggled to understand the true impact of our ads. Implementing Meta’s Conversion API and lifecycle tracking gave us clear visibility into performance and customer journeys. This insight helped us optimize our marketing spend and increase conversions by 20%. Respond.io is now a vital part of our growth strategy.” — Lulia Alsayyed, Marketing Manager, Noonmar #### [**Ferretería EPA C.A.**](https://respond.io/customers/how-ferreteria-epa-ca-increased-sales-conversions-by-20) A Venezuelan e-commerce and retail hardware chain needed one WhatsApp account for multiple agents, better collaboration and more efficient sales and support handling. By centralizing WhatsApp API and web chat on respond.io, using workflows to route inquiries and purchases, sending product catalogs via WhatsApp broadcasts and measuring satisfaction with CSAT surveys, the team increased monthly conversations by **80%**, grew its customer base by **20%** and increased sales conversions by **20%**. > “We were looking for an easy-to-configure tool that could consolidate our different communications channels. Respond.io and 360dialog offered a better proposition than the other solutions, with quick and easy onboarding. In addition, we like the way respond.io has developed over time. They have taken into account proposals from the entire community and implemented them, creating a truly excellent tool.” — Oriana Sanchez, Systems Manager, Ferretería EPA C.A. ### Best WhatsApp CRMs compared This section compares the leading WhatsApp CRM platforms side by side, focusing on who they're best for, their main uses, pricing and overall fit for B2C sales, support and marketing teams. | Tool | Best for | Main uses | Pricing | Rating | | --- | --- | --- | --- | --- | | Respond.io | B2C scaling teams handling high chat and call volumes | Unified inbox: Manage WhatsApp, Instagram, email, and calls in one place.AI-powered engagement: AI agents for chats and calls with built-in customer lifecycle management. | $199/month | 4.8/5 (G2) | | Twilio | Technical teams needing custom communication infrastructure | Programmable APIs for WhatsApp, SMS and voice with total developer control | Pay-as-you-go pricing with channel-based costs | 4.2/5 (G2) | | Freshchat | Support-driven teams seeking an omnichannel workspace within the Freshworks ecosystem | AI-powered Freddy bots for automated FAQ handling and deflection | $59/agent/month | 4.4/5 (G2) | | Zoko | Shopify-focused e-commerce brands | Shopify-native with product catalogs and broadcast tools | $64.99/month | 4.5/5 (G2) | | Interakt | D2C startups needing commerce setup | E-commerce-focused platform with payment integrations | $55/month | 4.5/5 (G2) | | Trengo | Teams focused on customer support | Omnichannel inbox and customer support–focused automation. | $701/month | 4.3/5 (G2) | | Wati | SMBs needing WhatsApp automation | Reliable automation built for WhatsApp | $99/month | 4.6/5 (G2) | #### Understanding total cost of ownership WhatsApp CRM pricing usually has more moving parts than the headline plan suggests. Buyers need to separate the platform subscription from Meta messaging charges, then check whether the vendor adds markups, conversation caps, extra user fees or paid add-ons for automation, analytics or extra numbers. The pricing model also changes how cost grows. Buyers need to track two separate cost curves: the software plan and Meta messaging fees. Meta charges do not rise evenly because spend changes by message type and market, so a low platform fee can still become expensive once outbound volume grows across different countries or campaign types. That is why the comparison should go beyond starting price. Buyers should map how usage grows under Monthly Active Contacts pricing, per-agent pricing, conversation caps and any provider markup on Meta fees before choosing the cheapest-looking plan. Before committing, buyers should ask four questions: what is included in the base plan, whether Meta fees are passed through at cost, which features require add-ons or higher tiers and what cost driver rises fastest as WhatsApp volume grows. That comparison gives a clearer view of total cost of ownership than monthly subscription price alone. | Cost Component | What It Covers | Watch Out For | | --- | --- | --- | | Platform subscription | Inbox, automation, analytics and seats | Per-agent pricing can scale quickly | | Meta messaging fees | WhatsApp messages charged by Meta based on category and market | Rates vary by country and message type | | Provider markup | Some providers add margin on Meta fees | Ask whether Meta fees are passed through at cost | | Additional usage | Extra contacts, users, numbers or add-on features | Check what is included vs metered | When reading the pricing rows, buyers should compare the pricing logic, not just the starting number. Some tools grow cost through per-agent fees, some through conversation caps and add-ons and respond.io through Monthly Active Contacts pricing. Respond.io starts at $99 per month on Starter, $199 per month on Growth and $349 per month on Advanced, which can be more efficient when more agents need access but contact volume stays predictable. In this list, other common cost drivers include fair-use limits, extra automation charges, extra numbers and provider markup on Meta fees. A team adding more agents should stress-test seat-based plans first, while a team sending more campaigns should stress-test conversation allowances, template usage and outbound volume. The useful question is which cost driver rises fastest in the buyer's model: agents, contacts, broadcasts, extra numbers or paid automation features. ### Best WhatsApp CRM tools in 2026 The best WhatsApp CRM tools differ based on whether your team needs omnichannel customer conversation management, WhatsApp-first selling, support automation or a developer-led API stack. ##### 1\. Respond.io: Customer conversation management for high-volume B2C WhatsApp + omnichannel ![](https://images.ctfassets.net/ph8r57dk1q9w/4GTIXCY3UOwij9Jmzo1w0c/df8f4e4efeb8f7ac0bb8e1e9111c1de6/respondio__2_.jpeg) Respond.io is a customer conversation management platform for mid-market B2C businesses handling high message volumes across WhatsApp, voice calls and other messaging channels. It includes AI Agents, automation and omnichannel messaging to help teams manage conversations across the customer lifecycle. It centralises communication across WhatsApp, voice, email, and other messaging channels, provides AI agents and automation to manage conversations and workflows at scale, and helps teams track customers across the lifecycle. Unlike simple inbox tools, respond.io offers reliable performance and deep CRM integration, enabling businesses to efficiently manage large-scale messaging operations. By combining these capabilities with advanced tracking and automation, businesses can better connect their high-traffic ad campaigns to customer interactions and measure their impact on revenue. ###### Best for Respond.io is ideal for mid-market B2C businesses managing high volumes of inbound customer conversations across multiple channels, where AI automation, lifecycle tracking and CRM integration are needed to convert conversations into measurable revenue. ###### Key features - Unified omnichannel inbox for WhatsApp, social messaging (e.g TikTok, IG, FB Messenger), email and calls - WhatsApp Business Calling API support to manage inbound and outbound WhatsApp calls with shared visibility, call logs and conversation context - Autonomous AI agents that resolve customer queries, qualify leads, escalate complex or high-value cases, generate summaries for faster resolution, and perform actions like updating lifecycle stages and triggering automation. - Voice AI agents that handle inbound calls automatically and provide call recordings and transcriptions in the inbox - Drag-and-drop workflow builder for complex business processes - Customer lifecycle tracking to monitor conversations, identify drop-offs, and improve conversion outcomes - Real-time analytics to track conversation trends, agent and ad performance, and conversions. - Native integrations with major CRMs like HubSpot and Salesforce ###### Pros - Maintains industry-leading 99.999% uptime during massive traffic spikes - Unified omnichannel inbox prevents missed WhatsApp leads by keeping every customer's messages and calls in one thread with shared ownership. - Offers a single customer profile that merges history across all messaging channels - Enterprise-grade security with ISO 27001 certification and GDPR compliance - 24/5 live multilingual support across chat, calls and email, with 24/7 AI support and scheduled calls for complex issues and strategic growth ###### Cons - Advanced automation and analytics features require initial technical configuration - Higher-tier plans are required to unlock full AI and reporting capabilities ###### Pricing The Growth plan starts at $199 per month and includes 1,000 Monthly Active Contacts (MACs) with full access to AI agents and workflows. The Starter plan is available for $99 per month for smaller teams focused on core messaging without advanced automation. *Note*: WhatsApp messaging and calling fees are billed separately by Meta, not included in [respond.io’s pricing](https://respond.io/pricing). ###### Customer sentiment [Respond.io](http://respond.io) is widely praised for its reliable omnichannel inbox, strong AI-driven automation and responsive support, with most criticism centered on the initial learning curve  - G2 rating: 4.8/5 - Capterra rating: 4.7/5 ##### 2\. Twilio — WhatsApp API infrastructure for custom B2C messaging [Twilio](https://respond.io/blog/twilio-alternative) provides a flexible communication infrastructure that lets businesses integrate WhatsApp using its API. It is designed for developers who want to build custom communication workflows from scratch. ![](https://images.ctfassets.net/ph8r57dk1q9w/7LHwOtiWHgGYFdi4ymWDcm/71b54579ce5055fa994afd45dbb33620/Image_showing_Twilio-s_homepage_with_hero_image.png) Because it is a platform rather than a ready-to-use software, it requires significant engineering resources to set up a functional inbox or automation system. ###### Best for Large enterprises with dedicated development teams that need to build highly customized, internal communication tools. ###### Key features - Global API for WhatsApp, SMS and voice - Programmable messaging workflows - Robust documentation for developers - High scalability for enterprise volume - Secure infrastructure for data handling ###### Pros - Offers total control over the communication infrastructure - Supports a wide variety of channels beyond WhatsApp - Provides extensive developer documentation and support ###### Cons - Lacks a built-in user interface for agents to manage conversations - Requires technical expertise to build and maintain the platform - Does not offer native lead qualification or automated routing features ###### Pricing Twilio uses a pay-as-you-go model where WhatsApp messages start at $0.005 per message plus Meta conversation fees. Businesses must also factor in the high cost of developers to build and maintain the agent workspace. ###### Customer sentiment - Users generally appreciate the technical reliability but often find the lack of a plug-and-play interface challenging for non-technical teams. - G2 rating: 4.2/5 - Capterra rating: 4.4/5 ##### 3\. Freshchat — omnichannel support inbox for B2C service teams Freshworks offers Freshchat, a messaging platform that combines live chat and automated workflows for customer service. It centralizes interactions from WhatsApp, website widgets, and social media into a single workspace for agents. ![](https://images.ctfassets.net/ph8r57dk1q9w/6ioWHoOMqoSI88RKpEnLCu/a304b6491d2f7a5a4b90fd43a1fcdbc9/freshdesk__1___2_.jpeg) ###### Best for Support and success teams that prioritize chat-first customer interactions and already use the Freshworks ecosystem. ###### Key features - Freddy AI agent for automated FAQ handling - Proactive customer journeys based on user behavior - Unified team inbox for multiple messaging channels - Automated conversation routing and assignment - Integrated customer satisfaction (CSAT) surveys ###### Pros - Features an intuitive interface that is easy for new agents to learn - Offers a free tier for small teams with up to 10 agents - Connects seamlessly with other Freshworks products like Freshdesk ###### Cons - Lacks the complex branching logic required for enterprise-grade AI agents - Limits advanced automation and dashboards to higher-priced tiers - Primarily designed for support rather than high-volume sales operations ###### Pricing The Pro plan starts at $59 per agent monthly when billed monthly. Additional costs apply for Freddy AI agent sessions after free 500 sessions are exhausted. ###### Customer sentiment - Users often note that the platform is easy to navigate and simple to implement, though some find the AI features too basic for complex workflows. - G2 rating: 4.4/5 - Capterra rating: 4.1/5 ##### 4\. Zoko — Shopify WhatsApp CRM for B2C ecommerce sales and support [Zoko](https://respond.io/blog/zoko-review) is designed specifically for e-commerce businesses operating on the Shopify platform. It enables merchants to centralize customer interactions by connecting their product catalogs and order data directly to a shared WhatsApp inbox. ![](https://images.ctfassets.net/ph8r57dk1q9w/6SLJaftFnPBGtb6OSqZEMo/df6bbdcbba57860edd2d71c95c75b8e1/Screenshot_2025-11-03_at_3.58.38_PM.jpeg) ###### Best for Small to medium-sized Shopify stores that need a simple way to manage WhatsApp marketing and order notifications. ###### Key features - Deep Shopify integration for order syncing and product catalog display - Broadcast tools for sending promotional campaigns with open rate tracking - Automated flows for abandoned cart recovery and order confirmations - Shared team inbox for multiple agents using one WhatsApp number - Basic ChatGPT integration for handling simple automated responses ###### Pros - Simplifies the purchase journey by allowing customers to buy within WhatsApp - Includes pre-built e-commerce templates that reduce setup time for retailers - Provides clear visibility into Shopify order history during customer chats ###### Cons - Lacks advanced omnichannel capabilities like integrated voice calls or email - Imposes restrictive fair use limits on conversations and agents - Charges additional monthly fees for each custom automation flow created ###### Pricing The Plus plan starts at $64.99 per month and includes 5,000 monthly conversations. Additional costs apply for extra agents, custom flows and Meta’s standard conversation charges. ###### Customer sentiment - Merchants appreciate the seamless Shopify connection for sales but often find the tiered fair use charges and per-flow costs expensive as they scale. - G2 rating: 4.5/5 ##### 5\. Interakt — affordable WhatsApp-first CRM for D2C selling and broadcasts [Interakt](https://respond.io/blog/interakt-review) is designed to help small businesses manage customer engagement on WhatsApp and Instagram. It centralizes messaging and commerce features, such as product catalogs and automated notifications, into one shared inbox. ###### Best for Early-stage D2C brands that need an affordable WhatsApp sales channel without complex implementation timelines. ###### Key features - Features native payments, product catalogs, and cart recovery built for online retail. - Consolidates WhatsApp and Instagram messages for collaborative customer support. - Sends automated order tracking and shipping updates to customers. ###### Pros - Teams can be fully operational within an hour of setup. - Provides sophisticated commerce tools at an accessible price point for startups. ###### Cons - Lacks granular reporting on customer behavior across different messaging channels. - Feature set is limited compared to comprehensive AI-powered omnichannel platforms. ###### Pricing The Growth plan costs $55 per month and includes unlimited agents for both WhatsApp and Instagram. Message costs vary based on template type and regional rates. ###### Customer sentiment - Users generally find the platform simple and user-friendly for managing chats and creating marketing campaigns. - G2 rating: 4.5/5 - Capterra rating: 4.4/5 ##### 6\. Trengo — shared inbox for B2C support across WhatsApp and email ![](https://images.ctfassets.net/ph8r57dk1q9w/2q6r0zQiNv1UvW7Y9Rl4C/b0a8e74818e2c325e003c13406452271/trengo_inbox__1___1_.jpeg) [Trengo](https://respond.io/trengo-alternative) unifies channels like WhatsApp, email and social media into a single shared inbox. It includes automation features such as "flowbots" and "AI journeys" to help support teams manage incoming requests.  While it provides a central place for messages, it is primarily designed as a ticketing-style solution rather than a high-volume growth engine. ###### Best for Mid-market businesses looking for a simplified shared inbox to centralize basic customer support inquiries across multiple channels. ###### Key features - Multi-channel inbox for WhatsApp, email and SMS - Basic flowbot builder for automated FAQ responses - WhatsApp broadcasting for outbound notifications - Internal team collaboration with notes and tagging - Standard reporting on agent response times ###### Pros - Features a clean and modern user interface that is easy to navigate - Offers solid omnichannel support ###### Cons - Chatbot features are basic and lack complex branching logic for advanced lead qualification - Pricing can become expensive as many critical features are locked behind higher tiers or add-ons - Analytics are primarily focused on support metrics rather than deep sales and lifecycle tracking ###### Pricing The Pro plan costs approximately $701 per month for 20 users when billed monthly. This covers 1,500 conversations monthly. ###### Customer sentiment Users generally find the interface user-friendly but frequently mention that the mobile app is limited and advanced automation feels restrictive compared to dedicated platforms. - G2 rating: 4.3/5 - Capterra rating: 4.1/5 ##### 7\. Wati — WhatsApp automation for small B2C teams ![](https://images.ctfassets.net/ph8r57dk1q9w/UAWxWgCeknqnepx8FJIdf/93986d58e7d3c1b1263cd1218d5f1dcd/Screenshot_2025-11-30_at_8.54.19aÌ___PM__1_.jpeg) [Wati](https://respond.io/wati-alternative) is a WhatsApp-first CRM tool built on the WhatsApp Business API, designed to help teams manage conversations, automate replies and run broadcasts from a shared inbox.  It focuses heavily on WhatsApp-centric sales, marketing and support workflows, with quick setup for growing teams. ###### Best for: Small businesses that rely mainly on WhatsApp for customer communication and need quick, reliable setup without complex configuration. ###### Key features: - Shared team inbox for WhatsApp, Facebook and Instagram - No-code chatbot builder for automated responses - Broadcast messaging for campaigns and updates - Shopify integrations, including abandoned cart templates ###### Pros: - Easy to set up and use for WhatsApp workflows - Reliable automation for basic sales and support use cases ###### Cons: - Limited automation logic for complex conditions - Reporting lacks advanced customization and KPIs - Adds a markup on Meta WhatsApp fees ###### Pricing: Plans start at $99 per month for the Pro plan (5 Users included), with additional users costing $24 per user monthly. ###### Customer sentiment: Users appreciate Wati’s ease of use and reliable WhatsApp automation, though some report limitations in complex automation logic and advanced reporting. - G2 rating: 4.6/5 - Capterra rating: 4.7/5 ### Verdict: Which WhatsApp CRM is best for your team? Small teams can start with lightweight tools focused on WhatsApp automation. | Business Stage | Key Needs | Best Fit Tools | | --- | --- | --- | | Small teams | Simple shared inbox, basic automation and affordable pricing | Wati, Interakt, Zoko | | Growing mid-market B2C businesses | Omnichannel support, advanced automation, CRM sync and analytics | Respond.io, Freshchat | | Enterprise or high-volume teams | Reliability, deeper integrations, high-volume workflows and custom infrastructure | Respond.io, Twilio | As conversation volume grows and teams need stronger routing, analytics and multi-channel coverage, platforms like respond.io become more important to prevent revenue from leaking through missed leads and fragmented customer data. ### WhatsApp CRM feature fit by platform Pricing alone doesn’t show whether a platform can support your day-to-day operations, so it’s also worth comparing how each tool handles the features that matter most at scale. | Tool | Best Operational Fit | Automation Depth | CRM Fit | | --- | --- | --- | --- | | Respond.io | High-volume omnichannel sales, support and marketing | Advanced AI agents + no-code workflows | Native CRM integrations and lifecycle tracking | | Twilio | Custom communication infrastructure | Developer-built | Custom integration required | | Freshchat | Support teams in the Freshworks ecosystem | Freddy AI bots and support workflows | Strongest within Freshworks | | Zoko | Shopify-focused WhatsApp commerce | Basic ecommerce flows | Strong Shopify fit | | Interakt | Early-stage D2C brands | Basic automation | Ecommerce-focused | | Trengo | Support-focused teams | Basic flowbots | Standard integrations | | Wati | WhatsApp-first SMBs | No-code chatbots | Shopify templates and basic integrations | If your team only needs a simple WhatsApp inbox, a lightweight tool may be enough. But if WhatsApp is becoming a core revenue channel across sales, support and marketing, prioritize platforms with stronger automation, CRM sync, lifecycle tracking and omnichannel coverage. ### WhatsApp CRM fit by business use case In this guide, 'best WhatsApp CRM' means the tool that prevents missed leads and lost context at scale while improving conversion tracking across WhatsApp and other channels. For mid-market B2C teams running high-volume, multi-channel conversations, respond.io is the best fit… If you only need a WhatsApp-first shared inbox with basic automation, respond.io isn't the right fit—Wati or Interakt are usually better. - If your business manages high inbound volumes across WhatsApp, voice calls and multiple messaging channels — and needs AI automation, lifecycle tracking and CRM integrations to convert those conversations into revenue — respond.io is the strongest fit. It's built specifically for mid-market B2C businesses where conversations are a primary revenue channel, not just a support queue. - If you're a Shopify-focused brand running WhatsApp commerce campaigns with a small team, Zoko provides a simpler, commerce-native setup at a lower cost — though it doesn't scale beyond WhatsApp. - If your team lives inside the Freshworks ecosystem and chat-first support is the priority, Freshchat is a natural fit — but it isn't built for high-volume sales operations. - If you're an SMB that needs basic WhatsApp automation quickly and affordably, Wati is easy to set up — though note that it marks up Meta fees and automation logic is limited. While most WhatsApp CRMs make you choose between strong messaging tools and proper CRM functions. [Respond.io](http://respond.io/) bridges that gap. It provides your team with a single platform where conversations across channels, customer data, and automation all work together. That means less switching between tools, fewer missed opportunities and more time spent talking to the people who matter: - A shared inbox that keeps all conversations in one place. - True omnichannel messaging that brings WhatsApp, TikTok, Messenger, Telegram, email and more into one platform. - A Lifecycle view that tracks customers through every stage from first message to first sale. - Autonomous AI Agents that reply instantly to both chats and calls, qualify leads, update customer details, add tags, close conversations with summaries, and escalate to humans when needed. - Advanced automation with an easy-to-use, no-code builder that goes far beyond basic workflows. If you only need a single WhatsApp number with basic auto-replies and no omnichannel or lifecycle tracking, respond.io can be more platform than you need. - Detailed reporting and analytics that break down response times, customer interactions, team performance and more. - Voice calls with context, letting you handle WhatsApp and VoIP calls with ease. What makes respond.io hard to substitute is the combination of omnichannel identity resolution, lifecycle tracking and AI-powered workflow automation in one operator inbox, so attribution and routing stay consistent even during traffic spikes. If the goal is true omnichannel consolidation, [try respond.io free for 7 days](https://respond.io/pricing) or [book a personalized demo](https://respond.io/book-a-meeting). ### Further Reading If you found our article helpful, you might enjoy the following reads: - 7 Best WhatsApp Marketing Software in 2026 for Businesses - WhatsApp Business Alternative: 6 Best WhatsApp Alternatives for Business - 10 Best WhatsApp Marketing Campaign Examples for Business ## [7 Best WhatsApp Marketing Software in 2026 for Businesses](https:/respond.io/blog/best-whatsapp-marketing-software) The best WhatsApp marketing software picks for businesses include respond.io, Wati, Brevo, AiSensy, Gupshup, Insider, and NovoChat. Read on to learn more. As of 2026, WhatsApp is far from the simple chat app it started as. It’s now a global marketing engine, powering lead generation, sales and customer engagement for over [2.5 billion users.](https://backlinko.com/whatsapp-users) With [open rates close to 100%](https://m.aisensy.com/blog/whatsapp-statistics-for-businesses/), messages are seen almost instantly. Every day, 175 million people message a business. That’s a lot of pressure when chats pile up and customers want personalized responses. When messages slip through or get answered late, you lose paid Click-to-WhatsApp leads, cart recoveries, and bookings—directly reducing conversion rate and revenue. The right [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) software helps you manage the chaos, keep conversations organized yet personalized and scale campaigns without losing the human touch. This guide compares the best WhatsApp marketing software for B2C customer-facing teams, so you can choose the platform that fits your campaign volume, routing needs, and conversion reporting. features such as auto-assigning chats, sending reminders, syncing with your CRM, and tracking results. ### What Should I Look For in WhatsApp Marketing Software? ![Image%20depicting%20icons%20that%20show%20how%20businesses%20can%20pick%20the%20best%20WhatsApp%20marketing%20software.%20Businesses%20must%20look%20for%3A%20official%20WhatsApp%20api%20access%2C%20personalization%2C%20a%20unified%20inbox%2C%20integration%20and%20CRM%20support%20along%20with%20scalable%20pricing.](https://images.ctfassets.net/ph8r57dk1q9w/6N691S81pNxDWl4w091DqV/e8a257ca0565a6b2f5d10258368ff8a7/Concepts___Best_WA_MArketing_Softwares_Image_03.png) With so many platforms promising to “do WhatsApp marketing,” it can be hard to tell which ones actually deliver. Use this checklist to evaluate vendors: | Criterion | Why It Affects Revenue | What to Ask Vendors | | --- | --- | --- | | Official Meta partner/API access | Helps maintain compliance, platform reliability, and access to advanced features | Are you an official Meta Business Partner or authorized WhatsApp API provider? | | Broadcast controls | Enables compliant, targeted campaigns at scale | What segmentation, scheduling, and template tools do you offer? | | CTWA lead handling | Helps capture and convert paid social traffic | How do you route and track Click-to-WhatsApp ad leads? | | Multi-agent inbox | Prevents missed replies and improves team collaboration | Can multiple agents access the same conversation history? | | CRM integration | Enables lifecycle tracking and prevents lead data loss | Which CRMs do you integrate with natively, and what syncs? | | Conversion attribution | Links campaign spend to revenue outcomes | Can you show which broadcasts or workflows created revenue? | | Pricing transparency | Avoids budget surprises mid-campaign | What’s included in the subscription vs. charged separately? | #### Official API Access The official [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api) is the only way to run compliant campaigns, connect automation workflows and share a number across multiple agents. Any platform that doesn’t use the official API puts your number quality and campaign continuity at risk. Look for a platform that is an official Meta Business Partner and uses the API directly, not through a third-party reseller with an extra markup. Confirm that opt-in records are captured at the contact level, template submissions are handled inside the platform and opt-out requests update contact status automatically. Buyers should also verify what the provider actually handles during setup. A Meta-verified partner should be able to support business verification, number migration, template submission and approval troubleshooting as part of onboarding. Do not rely on a sales claim alone. Check the vendor in Meta's Partner Directory and ask whether onboarding, template approvals and account support are handled directly or passed to another provider. That matters because extra reseller layers can slow launch, complicate support and create more risk when a revenue campaign is live. #### Personalization and Campaigns Personalized WhatsApp campaigns perform better because customers on a messaging app expect relevant, timely communication. A platform should let businesses segment by lifecycle stage, purchase history or engagement level so they can reach the right audience, not just the biggest list. Segment audiences to target: - New leads who need onboarding or product education - Warm prospects where timing and offer matter most - High-value customers who deserve VIP treatment and early access - Recent buyers ready for loyalty rewards or cross-sells - Browsers who asked about a specific item or category Buyers should also match the platform to the revenue motion it needs to support most often: - Promotional broadcasts: Verify segmentation, scheduling, template management and campaign-level conversion reporting. - Click-to-WhatsApp lead qualification: Check that AI Agents or workflows can capture source, qualify intent, route to the right rep and record outcomes. - Reminders and reactivation: Confirm the platform can trigger follow-up from lifecycle stage, booking status or inactivity without manual export. - Post-purchase follow-up: Make sure it can send updates, collect feedback and surface upsell opportunities in the same conversation. - Service-led sales conversations: Check for multi-agent ownership, internal notes and a full conversation history when support turns into a sale. The right tool is the one that supports the revenue motion the business runs most often, then carries that conversation through reply handling and attribution. #### WhatsApp Flows and In-Chat Forms WhatsApp Flows let businesses collect structured input from customers inside the chat, without redirecting to a website form. Common uses include lead qualification, appointment booking, product preference capture and post-purchase feedback. For a marketing platform, the value is reducing friction at the moment a customer is most engaged. A form built inside WhatsApp keeps the conversation moving, collects the data in a structured format and connects it to the workflow that follows, such as routing, a confirmation message or a CRM update. Buyers should also look beyond forms and check which interactive formats the platform supports for campaigns and follow-up. Images or video help with product discovery, quick replies and buttons speed up qualification and reminder flows and richer message formats make reactivation or service updates easier to act on inside the chat. The strongest platforms do more than send approved templates. They make interactive messages easy to build, track which buttons or replies customers choose and connect those actions to routing, automation or conversion reporting. #### Shared Inbox A shared inbox is where campaign performance turns into revenue. When a broadcast drives a reply, the team needs to see it, own it and act on it fast — without two agents answering the same message or a hot lead sitting unread for hours. Look for assignment logic that routes replies by intent or team, visible ownership so managers can see what’s claimed and what’s not, internal notes for handoffs and response time tracking. The inbox should be a revenue workspace, not just a message list. #### CRM integrations, Automation & Analytics The platform should connect WhatsApp conversations to the systems that run the sales process. That means syncing contact records, updating lifecycle stages and writing conversation outcomes back to the CRM so teams can act on context without switching tools. Many B2C teams do not close every lead on WhatsApp alone. Buyers should check whether the platform keeps one contact history across WhatsApp and other key messaging, social, voice and email channels, whether those channels are supported natively and whether workflows can shift follow-up when a customer changes channels or stops replying. Automation should handle more than routing. AI Agents should qualify leads, trigger follow-up sequences, update lifecycle stages and escalate ready buyers to a human with a summary. The goal is to remove repetitive work from the sales team, not just speed up the first reply. For analytics, the questions that matter most are: - Did the message reach the customer? - Did they tap a button or link? - Did they engage in conversation? - Did the conversation lead to a purchase or qualified lead? - How much did this broadcast or automation actually generate? - How quickly did reps respond to inbound messages? #### Transparent Pricing Total WhatsApp cost is made up of more than the list price. Buyers should model these cost components together before signing: - The software subscription - Meta charges based on message category and recipient market - Any provider markup layered on top of Meta fees - One-time onboarding or migration fees They should also ask what usually inflates spend after launch: - Extra charges when more agents need access - Paid middleware when CRM or other system integrations are not native - Extra work caused by repeated template revisions Respond.io uses Monthly Active Contacts (MAC) pricing rather than seat-based pricing, so buyers can forecast cost around the number of contacts engaged each month instead of headcount. That makes it easier to compare pricing mechanics before the first campaign goes live. The mix of conversations changes the bill. A B2C promotion plan with frequent broadcast campaigns will price differently from a motion built around lead qualification, appointment reminders or service updates, even when send volume looks similar. That is why buyers should ask vendors to show spend by message type, active audience size and workflow volume. Respond.io uses Monthly Active Contacts (MAC) pricing rather than seat-based pricing. Starter is $99 per month, Growth is $199 per month, Advanced is $349 per month and Enterprise is custom, with Meta fees billed separately and a 7-day free trial available. Before signing, ask for a sample invoice based on real Monthly Active Contacts, campaign mix, markets and support traffic so finance and marketing teams can compare total cost, not just entry price. #### Attribution & conversion reporting Attribution tells you which campaign, broadcast or automation created a conversion — not just which message was delivered. For B2C teams running Click-to-WhatsApp ads, that means tracking whether a paid ad conversation turned into a booked appointment, a completed purchase or a qualified lead routed to sales. Buyers should ask how the platform connects conversation outcomes to campaign spend, whether it supports Meta’s Conversions API for better ad attribution and whether revenue from WhatsApp can be broken down by campaign, agent or channel without manual export. #### Onboarding and Support Quality The onboarding process sets the pace for how quickly the platform starts generating returns. A good onboarding covers business verification, number migration, template submission, CRM connection and the first routing workflow — not just account activation. For ongoing support, the question is not just whether support exists but how fast it responds and how deep it goes. Mid-market B2C teams running campaigns and sales workflows need support that can answer product questions, diagnose issues and help optimize workflows — not just route tickets. Respond.io offers 24/5 live support on all plans, with 24/7 AI support available outside those hours. ### WhatsApp Marketing Software Comparison Table | Platform | Best For | Official API | Broadcast & Campaigns | Multi-Agent Inbox | AI Agents | CRM Integration | Conversion Attribution | Pricing Model | | --- | --- | --- | --- | --- | --- | --- | --- | --- | | respond.io | B2C teams running high-volume campaigns, Click-to-WhatsApp ads and multi-channel follow-up | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | Monthly Active Contacts | | Wati | Small teams needing WhatsApp-first shared inbox and basic broadcasts | ✓ | ✓ | ✓ | Limited | Limited | Limited | Per-seat | | Brevo | Multi-channel marketers adding WhatsApp to email and SMS flows | ✓ | ✓ | Limited | Limited | ✓ | Limited | Per-email / per-contact | | AiSensy | WhatsApp-first teams in India needing broadcasts, bots and live chat | ✓ | ✓ | ✓ | Limited | Limited | Limited | Per-seat + usage | | Gupshup | Developer-led teams building custom WhatsApp experiences at scale | ✓ | ✓ | Limited | Limited | Limited | Limited | Custom / usage-based | | Insider | Enterprise teams running cross-channel journeys with AI personalization | ✓ | ✓ | Limited | ✓ | ✓ | ✓ | Custom | | NovoChat | Small e-commerce teams in Southeast Asia needing broadcasts and basic support | ✓ | ✓ | ✓ | Limited | Limited | Limited | Per-seat | ### Top WhatsApp Marketing Software of 2026 Each platform is reviewed against the same criteria: official API access, broadcast capability, multi-agent inbox, AI Agents, CRM integration, conversion attribution and pricing transparency. #### 1\. Respond.io Respond.io is a customer conversation management platform for mid-market B2C businesses that run revenue-critical conversations at high volume. It is built around a unified inbox where sales and support teams manage WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email from one place. For marketing teams, the platform offers: - AI Agents with a full customer context view to qualify WhatsApp leads, track funnel stages, and prioritize follow-ups - Broadcast tools for WhatsApp campaigns and campaigns with template management, scheduling, personalization and audience segmentation - Native integrations like HubSpot and Salesforce - Voice calls inside the same inbox as chats Respond.io supports Meta’s Conversions API so ad campaigns can be attributed to WhatsApp conversions, not just clicks. Lifecycle reports show where contacts move through the funnel, which workflows generate the most qualified leads and where drop-off happens. The platform uses Monthly Active Contacts (MAC) pricing, which means cost scales with the contacts engaged each month, not with the number of agents using the platform. Respond.io pricing: Starter at $79 per month, Growth at $159 per month, Advanced at $279 per month and Enterprise on custom pricing. Meta’s conversation fees are billed separately and directly by Meta. Best for: Mid-market B2C teams running high-volume WhatsApp campaigns, managing Click-to-WhatsApp ad leads and following up across multiple channels. Not ideal for: Teams that only need lightweight broadcast tools without multi-agent workflows or lifecycle reporting. #### 2\. Wati Wati is a WhatsApp-first platform designed for small to mid-sized teams that need a shared inbox, basic broadcast tools and simple automation without a complex setup. It connects to the official WhatsApp Business API and covers the core use cases that most WhatsApp-focused teams start with. For marketing use cases, Wati offers segmented broadcasts, a template manager and basic automation flows. The inbox supports multiple agents and conversation assignment, which works for teams managing inbound replies after a campaign send. The tradeoffs become visible at scale. AI Agents are limited, cross-channel coverage outside WhatsApp is not a core strength and conversion attribution reporting is not built in. Teams running Click-to-WhatsApp ads with high daily reply volume, or those needing tight CRM sync and lifecycle tracking, tend to outgrow Wati’s feature depth. Wati uses per-seat pricing. The Starter plan starts at approximately $39 per month, with Growth and Business tiers available at higher price points. Meta conversation fees apply separately. Best for: Small teams that want a straightforward WhatsApp shared inbox and broadcast tool without heavy workflow configuration. Not ideal for: Teams that need AI Agents, multi-channel routing, deep CRM sync or revenue attribution across campaigns. #### 3\. Brevo Brevo is a multi-channel marketing platform that covers email, SMS and WhatsApp from one workspace. It is suited to marketing teams that already use Brevo for email campaigns and want to add WhatsApp without switching platforms. For WhatsApp marketing, Brevo supports template-based campaigns, audience segmentation and basic automation sequences. The shared inbox is available but lightweight compared to platforms built primarily around WhatsApp. AI Agents and deep WhatsApp-specific automation are not a core strength. CRM integration is available via Brevo’s own built-in CRM or through third-party connections. Attribution reporting is more developed on the email side than the WhatsApp side, which can make it harder to measure WhatsApp campaign return directly. Brevo’s pricing is usage-based for email, with WhatsApp features accessible from paid plans. Meta conversation fees apply on top. Teams doing heavy WhatsApp volume should model total cost across both layers before comparing to WhatsApp-first platforms. Best for: Marketing teams already in Brevo’s ecosystem who want to add WhatsApp as a channel without a separate platform. Not ideal for: Teams whose primary revenue channel is WhatsApp and who need deep inbox, AI and attribution features. #### 4\. AiSensy AiSensy is a WhatsApp marketing platform primarily used by businesses in India. It offers broadcast campaigns, a shared team inbox, basic chatbot automation and integrations with e-commerce platforms and CRMs. The platform is accessible and affordable for early-stage WhatsApp campaigns, particularly for teams in the Indian market. Broadcast tools cover the basics — segmentation, scheduling and template management — and the inbox supports multiple agents with conversation assignment. AI Agents, advanced lifecycle automation and conversion attribution are limited. Teams running complex sales workflows, multi-channel follow-up or needing tight CRM sync beyond basic contact updates tend to find the platform too shallow for mid-market B2C scale. AiSensy uses per-seat pricing plus a usage component. Starter tiers begin at lower price points but scale with seat count and usage. Meta conversation fees apply separately. Best for: Small to mid-sized teams in India running WhatsApp broadcast campaigns and basic customer service at moderate volume. Not ideal for: Teams needing AI Agents, multi-channel conversation routing or advanced revenue attribution. #### 5\. Gupshup Gupshup is a conversational engagement platform built primarily for developer-led teams that need API access, multi-channel messaging and custom bot flows at scale. It is widely used across emerging markets and supports a broad set of messaging channels beyond WhatsApp. For WhatsApp marketing, Gupshup supports broadcast campaigns, template management and conversation flows. The platform has strong API depth and channel coverage, but the configuration and maintenance required for non-technical teams is higher than most business-user-first tools. AI Agents and out-of-the-box shared inbox workflows are not a core strength. Multi-agent revenue operations and conversion attribution require more custom build compared to platforms designed for marketing managers rather than developers. Gupshup pricing is typically custom and usage-based. Teams should request a detailed breakdown of API fees, platform charges and any per-message or per-session costs before comparing against other options. Best for: Developer-led teams that need custom WhatsApp API integrations and multi-channel bot flows at scale. Not ideal for: Marketing or sales teams that need a business-user-ready inbox, AI Agents and revenue reporting without significant developer involvement. #### 6\. Insider Insider is an enterprise cross-channel customer experience platform that includes WhatsApp as part of a broader marketing automation and personalization suite. It is used by large retailers and travel companies that need AI-driven journey orchestration across web, app, email, SMS and WhatsApp. For WhatsApp marketing, Insider offers audience segmentation, template campaigns, AI-generated content recommendations and integration into multi-step journeys. Attribution is built into the platform’s broader analytics layer. The platform is positioned for enterprise buyers with complex personalization needs and larger budgets. For mid-market B2C teams focused primarily on WhatsApp conversations and revenue workflows, the platform scope and pricing may exceed what the use case requires. Insider pricing is custom and enterprise-focused. Teams should expect a sales process before receiving specific pricing. Best for: Enterprise marketing teams running AI-driven, multi-channel customer journeys across web, app, email and WhatsApp. Not ideal for: Mid-market B2C teams that need a WhatsApp-first revenue inbox with AI Agents, multi-agent collaboration and fast campaign setup. #### 7\. NovoChat NovoChat is a WhatsApp and multi-channel messaging platform focused on small e-commerce businesses, primarily in Southeast Asia. It offers broadcast campaigns, a shared team inbox and basic automation, with integrations for Shopify and WooCommerce. For WhatsApp marketing, NovoChat covers the entry-level broadcast and inbox use cases. The platform is straightforward to set up and aimed at teams that do not need advanced automation or deep CRM integration. AI Agents, advanced lifecycle automation, conversion attribution and multi-channel follow-up beyond WhatsApp and a few other channels are not strong suits. Teams scaling past basic broadcast volume or running complex sales workflows will likely need a more capable platform. NovoChat pricing is per-seat. Plans start at relatively low price points, making it accessible for very small teams, but seat costs add up quickly as the team grows. Best for: Small e-commerce teams in Southeast Asia that need simple WhatsApp broadcasts and a shared inbox with Shopify or WooCommerce integration. Not ideal for: Teams needing AI Agents, cross-channel automation, lifecycle reporting or conversion attribution. ### Verdict: Best WhatsApp Marketing Software in 2026 For mid-market B2C teams whose revenue depends on WhatsApp conversations, the platform choice determines whether campaigns drive measurable return or just generate activity. Respond.io stands out because it is the only platform in this list built end-to-end for revenue-critical conversations at scale. It combines a multi-agent inbox, AI Agents, broadcast tools, CRM integration and conversion attribution in one place — so marketing teams can run campaigns, sales teams can manage replies and managers can see which conversations are creating revenue. Wati is the right choice for small teams that want a clean WhatsApp inbox and basic broadcast capability without heavy configuration. AiSensy fits teams in India at earlier stages of WhatsApp adoption. Brevo works when WhatsApp is an add-on to an existing email marketing motion. Gupshup suits developer-led teams that need raw API control. Insider fits enterprise buyers with complex cross-channel journey needs. NovoChat works for very small e-commerce teams in Southeast Asia. ### Case Studies: How respond.io Helps B2C Teams Convert WhatsApp Conversations into Revenue [**Lamarsa Coffee**](https://respond.io/customers/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50) is a specialty coffee equipment retailer operating across six countries that was losing Click-to-WhatsApp leads because chat volume exceeded what their team could manually handle. After implementing respond.io, they deployed AI Agents to qualify inbound leads, route high-intent buyers to the right sales rep and trigger automated follow-up sequences. The result was a 50% increase in sales across their six markets, with the same team size. [**Sport Center Los Naranjos**](https://respond.io/customers/how-sport-center-los-naranjos-gains-20-more-conversions-from-sales-inquiries) is a wellness and fitness center in Caracas, Venezuela, offering gym facilities, classes and personal training. They were losing membership inquiries because WhatsApp conversations were not being routed to the right staff quickly enough. Using respond.io workflows, they automated lead qualification, routed conversations to the right team member and followed up with unconverted leads automatically. Sales conversion from WhatsApp inquiries improved by 20%. If you’re ready to turn WhatsApp conversations into a measurable revenue channel, respond.io is the platform built for it. [Start your free trial today.](https://app.respond.io/user/register) ### Further Reading If you found this article useful, here are related reads to go deeper: - WhatsApp Business Alternative: 6 Best WhatsApp Alternatives for Business - 10 Best WhatsApp Marketing Campaign Examples for Business - WhatsApp Drip Campaign: Crush Your Conversion Goals ## [9 Best AI Agents for Lead Generation 2026: Pros, Cons & Pricing](https:/respond.io/blog/9-best-ai-agents-for-lead-generation) These are the best AI Agents for lead generation for businesses: Respond.io, Zoko, SleekFlow, Kommo, Intercom, Drift, Tidio, ManyChat, Chatfuel, Wati. This guide is for B2C teams that generate leads through inbound conversations — across WhatsApp, Instagram, web chat, and calls — and need to choose the right AI agent platform to capture, qualify, and route those leads without losing conversions to slow replies. The tools below are evaluated against those specific requirements. Though B2C teams have widely integrated AI tools into sales workflows, AI chatbots rarely *generate* leads on their own, especially when it comes to cold outreach. When you choose the wrong tool, inbound leads sit unanswered, qualification data is missed, and attribution breaks — so you lose conversions and waste paid media budget. At the same time, research shows that [55% of businesses](https://www.amraandelma.com/chatbot-lead-conversion-statistics/?utm_source=chatgpt.com#:~:text=more%20complex%20issues.-,4.%2055%25%20of%20Businesses%20Using%20Chatbots%20See%20an%20Increase%20in%20High%2DQuality%20Leads,-Over%20half%20of) using chatbots report an increase in high-quality leads. You’re probably familiar with the basics: chatbots respond instantly, engage leads around the clock, and reduce the workload on sales teams. But their impact on lead generation goes much deeper than speed alone. Next, we’ll break down the evaluation criteria, compare the top tools side by side, and recommend the best option based on your lead-gen channel and volume. ### Evaluation Criteria for Choosing AI Agents for Lead Generation A strong AI agent for lead generation should connect seamlessly with your existing systems, engage leads instantly, qualify intent automatically, and move prospects forward without creating extra work for your team. We used these criteria to score each tool for B2C teams that need to capture, qualify, and route inbound leads across channels.The best platforms combine AI, automation, and integrations so every conversation has a measurable outcome. Here’s what to prioritize. #### 1\. Autonomous AI Agents that drive actions ![](https://images.ctfassets.net/ph8r57dk1q9w/22jy6HNNiwubd6pJfMsgil/abee0b77be1898fb1422378fdd99f974/5657afa80ea28a105f598b1ccab05f8e__1___1___1___2_.jpeg) Modern AI Agents go far beyond scripted replies. The best ones can actively support lead generation by asking qualification questions, answering inbound voice calls, and routing leads to the right team based on intent. These autonomous chatbots [function like digital lead agents](https://respond.io/blog/how-respondio-ai-agents-work), guiding prospects from the first message to the next step, whether that’s booking a call, continuing qualification or handing off to a human. They can also leave internal comments that capture context automatically, so sales teams don’t lose information or waste time on manual notes. AI Agents can also add or remove contact tags during conversations, turning chat interactions into reliable segmentation for downstream workflows. #### 2\. Flexible AI training on your business knowledge ![](https://images.ctfassets.net/ph8r57dk1q9w/5aQd2g3iwtXq7AQ4fFeWIX/b5daa8dddb1ac7b97bcb6add34d474f8/ff012ca5459f1fa4225af73c6337ffd0__1___1___2_.jpeg) For lead generation, relevance is critical. Strong chatbot platforms let you train AI on your own knowledge sources, including FAQs, websites, documents and internal playbooks. This ensures the chatbot provides accurate, on-brand answers while confidently handling lead inquiries across channels. The better the training, the more trust the chatbot builds, and the more likely leads are to continue the conversation. #### 3\. Omnichannel lead capture ![](https://images.ctfassets.net/ph8r57dk1q9w/2Tdv614dxs2ZccEJqTB9tj/420528d00aec7f473e92a60f0ab61f8e/chatsandcallsview__1___2_.jpeg) Leads don’t arrive through just one channel. A prospect might discover you on a website, message you on WhatsApp, and follow up on Instagram. A capable chatbot platform brings all these conversations into a single inbox. By capturing leads across messaging apps, ads, websites, and even calls, you increase the number of entry points into your funnel while ensuring no inquiry is lost due to channel silos. #### 4\. Track and attribute lead generation accurately Lead generation only improves when you know *where leads come from* and *what converts*. A strong chatbot platform should make it easy to track conversation sources and tie chats back to marketing performance. This includes: - Sending conversion events to platforms like Meta (Conversions API) and TikTok Messaging Ads, so ad platforms can optimize for leads that actually convert. - Tracking conversation sources across multiple websites, landing pages, and campaigns, so you can see which entry points generate the highest-quality leads. - Connecting lead stages or lifecycle updates to conversion events, ensuring every qualified lead or purchase is reflected in your analytics stack. With proper attribution in place, chatbots don’t just capture leads; they help you improve ad targeting, reduce wasted spend, and scale what works. #### 5\. Analytics and lead generation insights ![](https://images.ctfassets.net/ph8r57dk1q9w/1JKFf6GHJHWwqTNSavzlhn/9985989708e90ec5f02cc3cb51ad631f/6e6de89bdfd85e86fc713240aa1963a5__1___1___2_.jpeg) Lead generation chatbots should provide dashboards that clearly show what’s working and what isn’t. This includes visibility into response times, top-performing channels, chatbot engagement, and qualification outcomes. With real-time insights, teams can refine chatbot flows, improve qualification logic, and identify drop-off points early rather than relying on assumptions after campaigns end. #### 6\. Seamless integration with your tech stack ![](https://images.ctfassets.net/ph8r57dk1q9w/3oUC1dJVziZwfVANrNwLO2/d596a83861681f5eddebe9f190b66468/40280df626ee3f7c03ff56ae1aec7d41__1___1___2_.jpeg) For lead generation to work end to end, chatbots must integrate with your CRM and marketing tools. Native integrations with platforms like [HubSpot](https://respond.io/blog/hubspot-integration) or [Salesforce](https://respond.io/blog/salesforce-integration) ensure qualified leads, conversation history, and lifecycle stages stay in sync. This creates a single source of truth across teams and prevents leads from slipping through the cracks once they leave the chat. #### 7\. Reliability, uptime, and support Even the most advanced chatbot won’t help if it isn’t reliable. In lead generation, downtime and delays translate directly into lost revenue. Look for platforms with proven uptime, fast message delivery, responsive support, and clear service guarantees. When lead flow stops, growth stops with it. Once you know what features to look for, the next step is understanding how different chatbot platforms are designed to support lead generation. ### Best AI Agents for Lead Generation Below are the best AI agents for lead generation, with each tool evaluated for B2C fit, lead capture workflows, qualification depth, and pricing. ### Lead Generation AI Agent Comparison Table Use this table to compare the top lead generation AI agents by fit, use case, and starting price before reviewing the detailed tool breakdowns below. | Tool | Best For | Main Uses | Pricing | | --- | --- | --- | --- | | respond.io | B2C teams handling high-volume omnichannel inbound leads | AI agent qualification + routing, omnichannel inbox, lead attribution (Meta CAPI/TikTok) | From $199/month (Growth, 10 users) | | Zoko | ecommerce teams converting WhatsApp leads into purchases | WhatsApp broadcast, Shopify cart recovery, click-to-chat flows | From $34.99/month | | SleekFlow | B2C teams centralising chat leads across social channels | Omnichannel inbox, automation, contact management | Free plan; Pro plan is $199/month | | Kommo | Small B2C teams tracking inbound leads in a chat-first pipeline | CRM pipeline, WhatsApp/IG inbox, lead scoring | From $15/user/month | | Intercom | Website-first teams capturing and routing inbound leads | Live chat, AI bot, help desk, lead qualification | From $39/seat/month + usage | | Tidio | Small B2C teams capturing website leads affordably | Website chatbot, live chat, basic email automation | Free plan; paid from $49/month | | ManyChat | Teams running paid social campaigns on Instagram and WhatsApp | DM automation, click-to-chat flows, keyword triggers | Free plan; paid from $15/month | | Chatfuel | Teams needing simple WhatsApp/IG bot flows without heavy setup | FAQ automation, lead capture forms, basic routing | From $39/month (WhatsApp/IG) | | Wati | SMB teams managing inbound WhatsApp leads collaboratively | Shared WhatsApp inbox, broadcast, no-code flow builder | From $49/month | ##### Respond.io — Customer conversation management for high-volume omnichannel lead capture ![](https://images.ctfassets.net/ph8r57dk1q9w/3SUjmw6pxTA0JJxD0fqpFg/d6b6b71a1c6231d60968509009faa5c2/respondio__2_.jpeg) Respond.io is a customer conversation management platform that unifies messaging, calls, and automation into a single workspace for high-volume inbound lead capture and qualification. Respond.io lets teams capture inbound interest, qualify it in real time, and move prospects forward with minimal human delay. **Best for:** Businesses that want AI agents, workflows, and omnichannel communication tightly integrated for lead capture and qualification. **Ratings** Note: Capterra ratings vary by tool category. We recommend respond.io for high-volume B2C lead generation based on capability fit — omnichannel inbox, AI qualification, routing, and attribution — not ratings alone. Verify current scores before purchase. - G2: 4.8/5 - Capterra: 4.6/5 - User sentiment: Highly praised for its unified inbox and powerful automation. Some users note the learning curve for advanced workflows. **Pros** - Unified inbox for WhatsApp, Messenger, Instagram, TikTok, Telegram, email and VoIP - Drag-and-drop workflow builder for auto replies, lead surveys and routing - AI agents that answer calls, qualify leads, answer knowledge-base questions, trigger workflows, and provide internal context notes for humans - AI reply suggestions for faster, consistent agent responses - Integrations with Meta Conversions API and TikTok ads to track lead attribution - CRM integrations with HubSpot, Salesforce and more - Outbound campaign management across messaging channels - Advanced reports and analytics - GDPR and ISO 27001 compliant, 99.999% availability - Highly rated customer support - Automatically qualifies inbound leads with AI Agents and routes them into the right workflow, reducing lead drop-off when response speed drives conversion. **Cons** - Initial configuration and customization can require a time investment and may involve some technical know-how. - The effectiveness of AI features is closely tied to the quality of the training data and needs continuous oversight to maintain accuracy. - If you only need a simple Instagram DM autoresponder with basic flows, respond.io's setup depth can be overkill for your lead-gen needs. **Pricing** Growth plan starts at $199/month for 10 users, including unlimited AI agent usage. ##### Zoko — WhatsApp + Shopify lead-to-purchase automation for e-commerce ![](https://images.ctfassets.net/ph8r57dk1q9w/5cGZgRBK8XSD2OoOpgedAQ/0f0bf0b51902835bca4a0585952d5f13/zoko.jpeg) Zoko enables eCommerce brands to leverage WhatsApp as a revenue channel by centralizing chats, automating common sales flows, and syncing with Shopify for order and cart activities. **Best for:** Small, Shopify-focused businesses that want to convert WhatsApp leads directly into sales and support workflows. **Ratings** - G2: 4.5/5 - Capterra: Rating not yet available. - User sentiment: Appreciated for ease of use and strong WhatsApp marketing tools, though some users desire more advanced UI enhancements. **Pros** - Order recovery and updates directly inside WhatsApp - Visual flow builder for promotions and reminders - Shared inbox with tagging and saved replies - Integrates with Meta and WhatsApp Ads for lead capture **Cons** - Costs can increase as usage grows due to workflow limits, pricing caps, and paid add-ons - Channel support is more limited compared to full omnichannel platforms - Enterprise-level service commitments are not publicly documented. **Pricing** Elite plan is $114.99/month for 10 agents; additional users are $12/month each. ##### SleekFlow — Omnichannel inbox + automation for B2C chat leads ![](https://images.ctfassets.net/ph8r57dk1q9w/5MythBLmMC2qT0rs7fJt8N/4aeca2666b367163add372bc252bcbf6/sleekflow.jpeg) SleekFlow is focused on conversational lead capture and automation across major messaging channels. **Best for:** Small teams that want an easy way to handle inbound chats on WhatsApp, Messenger, Instagram, SMS and web chat. **Ratings** - G2: 4.6/5 - Capterra: 4.5/5 - User sentiment: Users like the intuitive inbox and automation, though some report occasional bugs and deeper analytics limitations. **Pros** - Unified inbox with automation - Flow Builder for messages and follow-ups - AI inbox assistant for live agent support - Integrations with Shopify, HubSpot, Salesforce and Meta Ads **Cons** - Chat support is available but limited, with quicker responses only available under the Business Consultancy Service ($499 per month) - Some users report slower performance at higher message volumes — see G2 reviews for specifics. **Pricing** Monthly Active Contact (MAC) price for Pro AI plan is $199/month for 500 MAC, Premium plan $399/month for 1,000 MAC. ##### Kommo — Chat-first CRM pipeline tracking for inbound consumer leads ![](https://images.ctfassets.net/ph8r57dk1q9w/yM2mCR8FXFLaHiqDMIH4e/cbed03644af5d5c44cef6d28082c1446/chats-section-eng__1___2_.jpeg) Kommo blends CRM and messaging so inbound conversations are tied directly to sales stages, helping teams track leads from first touch through revenue. **Best for:** Small and mid-sized teams that want messaging, CRM and deal stages in a single view. **Ratings** - G2: 3.8/5 - Capterra: 4.3/5 - User sentiment: Users find it affordable and functional, but some feel the UI and advanced automation capabilities are limited. **Pros** - Unified inbox across WhatsApp, Messenger and Instagram - WhatsApp Cloud API support with automation - Customizable sales pipelines - No-code sales bots that qualify leads, assign conversations and launch workflows **Cons** - No advanced AI for full customer journey management - No WhatsApp calling feature - Pricing scales fast for businesses with large teams - Pricing requires a minimum 6-month commitment, limiting flexibility **Pricing** From $25/user/month, including Salesbot and automations. ##### Intercom — Website chat lead capture inside a broader support platform ![](https://images.ctfassets.net/ph8r57dk1q9w/4sLpxrcdmuJHBlNU1qnqYJ/bf32edd375276b820ac17a4dc877ca0b/Intercom_inbox__2_.jpeg) Intercom offers website chatbots that help businesses engage inbound visitors, answer early questions, and capture lead information before handing conversations to sales or support teams. While it’s positioned as a broader customer communications platform, its chatbots can be configured to support lead capture and qualification directly on high-intent pages. **Best for:** Companies that want website chatbots as part of a wider customer messaging platform and are comfortable trading deep lead-gen specialization for a more general-purpose solution. **Ratings** - G2: 4.5/5 - Capterra: 4.5/5 - User sentiment: Users consistently praise Intercom’s ease of use, polished chat experience, and engagement features. Friction tends to center around pricing complexity and whether the cost aligns with lead generation ROI, especially for smaller teams. **Pros** - Strong website chat experience for engaging inbound visitors - Large integration ecosystem - Knowledge base and help center tools that support pre-sales questions **Cons** - Costs can rise quickly as AI usage and add-ons scale - Website chatbot customization is more limited compared to dedicated lead-gen tools **Pricing** The Advanced plan starts at $99 per seat/month (billed monthly), with AI usage billed separately at $0.99 per Fin AI resolution, making lead-gen costs harder to predict at scale. ##### Tidio — Affordable website chatbot for capturing and qualifying inbound leads ![](https://images.ctfassets.net/ph8r57dk1q9w/3vJAcjeZ4kbNh0EgHgQxbg/acbbe0594cf6bd8831502a75b817578a/Screenshot_2025-11-30_at_7.36.26aÌ___PM.jpeg) Tidio is a lightweight website chatbot platform designed to help small teams capture leads quickly and respond to common inquiries without heavy operational overhead. It blends live chat with AI-powered bots, making it accessible for businesses just getting started with conversational lead generation. **Best for** Small businesses that want a fast, affordable way to capture leads and qualify visitors directly on their website. **Ratings** - G2: 4.7/5 - Capterra: 4.7/5 - Customer sentiment: Customers appreciate Tidio’s simplicity, quick setup, and AI assistance. Some note that usage limits and AI caps require careful monitoring as lead volume grows. **Pros** - Pre-built chatbot templates for lead capture - Combines live chat and AI bots - Easy setup with minimal technical effort - Analytics to track visitor engagement **Cons** - AI usage (Lyro) is billed separately - Conversation caps can restrict scalability - Industry restrictions for AI use (e.g. healthcare, finance) **Pricing** The Growth plan costs $49/month, including 10 seats and AI tools, but with strict limits on billable conversations and chatbot usage. Lyro AI (the AI agent) is a separate add-on from $32.50/month, and both human conversations and AI conversations have monthly caps. ##### ManyChat — Instagram/WhatsApp DM automation for paid social lead capture ![](https://images.ctfassets.net/ph8r57dk1q9w/1D7YEXW3MIZbWJTSDf8kGp/690827710b54bcbf17499ee9419aecf6/a2814536-7155-4580-84e3-d54aeecd7327__1_.jpg) ManyChat helps businesses automate lead capture and follow-ups across Instagram, WhatsApp, and Messenger using conversational flows and broadcast messaging. It’s widely used for turning social engagement into lead conversations at scale. **Best for:** Creators, ecommerce brands, and small businesses generating leads primarily through social media. **Ratings** - G2: 4.6/5 - Capterra: 4.6/5 - Customer sentiment: Users value the visual builder and ease of launching social lead flows. Criticism typically focuses on limited analytics depth, basic AI, and scaling constraints. **Pros** - Templates for Instagram and WhatsApp lead flows - Works well with click-to-chat ads and QR codes - Supports full conversation automation - Affordable entry pricing **Cons** - Limited number of users per plan - Basic AI with limited customization - Campaign-level analytics only - Email-only customer support **Pricing** Mid-tier plans start at $15/month for 3 users and 500 contacts. Advanced automation requires higher tiers. ##### Chatfuel — WhatsApp/IG bot flows for lead capture, FAQs, and ChatGPT automation ![](https://images.ctfassets.net/ph8r57dk1q9w/5CPZjQPwO49iXkL3BSvEf9/1c06bf86c8332815f592cd4926d391d2/Screenshot_2025-11-30_at_8.41.17aÌ___PM.jpeg) Chatfuel is a no-code chatbot builder focused on quick deployment for lead capture, FAQs, and simple promotions across Messenger, Instagram, and WhatsApp. **Best for:** Businesses that want straightforward social chatbots without complex logic or integrations. **Ratings** - G2: 4.4/5 - Capterra: 4.3/5 - Customer sentiment: Users appreciate ease of use and affordability, but often cite limited flexibility, weak analytics, and inconsistent support. **Pros** - Simple no-code interface - Templates for lead capture and bookings - Low barrier to entry **Cons** - Limited AI and automation depth - Narrow channel support - Not suitable for complex lead routing - Minimal reporting **Pricing** WhatsApp and Instagram plans start at $39/month, with Facebook priced separately at $23.99/month. ##### Wati — WhatsApp-first shared inbox + flows for teams handling inbound leads ![](https://images.ctfassets.net/ph8r57dk1q9w/6A9UAc2Z8wzvAmmzO1KAl6/33fd4a2936a9cd571b54bb820b1c4dc4/Screenshot_2025-11-30_at_8.54.19aÌ___PM.jpeg) Wati focuses on WhatsApp-centric lead capture and automation, with added support for Instagram and Messenger. It allows businesses to build conversational flows for FAQs, bookings, and lead collection using a visual builder. **Best for:** SMBs relying heavily on WhatsApp and Instagram for inbound leads. **Rating** - G2: 4.6/5 - Capterra: 4.6/5 - Customer sentiment: Customers like Wati’s simplicity and affordability, but mention limitations in analytics, AI depth, and customer support responsiveness. **Pros** - Easy-to-build lead capture flows - Supports WhatsApp and Instagram - CRM and Google Sheets integrations - Competitive pricing for small teams **Cons** - Limited AI sophistication - Basic reporting and insights - Customer support limited to specific hours **Pricing** Mid-tier plans start at $79/month for five users. In the next section, we’ll look at how companies use chatbots in practice to generate more leads, respond faster, and handle growing volumes without adding headcount. ### Case Studies: How Businesses Generate More Leads with respond.io #### Diskat scales lead generation with AI Agents [Diskat](https://respond.io/customers/diskat-maintains-80-percent-conversion-rate-with-ai-agents), a retail and commerce business from Guatemala, uses AI Agents on respond.io to capture and qualify inbound leads from WhatsApp, Facebook Messenger, and TikTok in real time. Instead of relying on human agents to respond manually, the AI Agent engages every new inquiry instantly—ensuring no lead is lost due to slow response times. The AI Agent asks qualifying questions, answers product inquiries, collects customer details, and moves high-intent leads through the purchase flow automatically. This allows Diskat to handle high lead volumes consistently while keeping engagement high at the moment of intent. Lead generation impact from AI Agents: - 90% of inbound leads handled automatically by AI Agents - 81.4% conversion rate from AI-qualified conversations - Immediate engagement with every lead, even during traffic spikes - Scalable lead capture without increasing sales headcount By letting AI Agents manage lead engagement end to end, Diskat turned high-volume inbound traffic into a predictable, scalable lead generation system. #### Automax scales lead generation with AI Agents on WhatsApp [Automax](https://respond.io/customers/automax-boosts-roi-from-whatsapp-broadcasts), a luxury car dealership located in the UAE, uses AI Agents on respond.io to handle and qualify inbound leads generated from high-volume WhatsApp click-to-chat campaigns across Instagram and TikTok. During peak periods, the business receives 6,000–8,000 new leads per month, far more than human agents could respond to manually without delays or drop-offs. AI Agents engage every incoming lead instantly, including after business hours. They answer common questions, collect key qualification data such as language preference and location, and prepare leads for handoff to the appropriate sales agent. This ensures high-intent leads are identified early, while low-quality or spam inquiries are filtered out automatically. By automating the first stage of lead engagement and qualification, Automax maintained lead quality at scale while reducing pressure on its sales team during high seasons. Lead generation impact driven by AI Agents: - 6,000–8,000 inbound leads handled per month without response delays - AI Agents manage initial qualification before human handoff, reducing wasted agent time - 10% increase in conversions, supported by cleaner lead data and faster engagement - 42.5× ROI from WhatsApp campaigns, enabled by scalable, automated lead handling With AI Agents managing the top of the funnel, Automax turned WhatsApp into a high-volume, high-ROI lead generation channel that scales reliably without increasing headcount. #### iMotorbike doubles lead volume with AI Chatbots [iMotorbike](https://respond.io/customers/imotorbike-handles-2x-more-leads-with-ai-agents-on-respond-io), an online marketplace for second-hand motorbikes in Southeast Asia, uses AI chatbots (AI Agents) on respond.io to capture and qualify inbound leads across WhatsApp, Facebook Messenger, Instagram, TikTok, and web chat. Facing high daily enquiry volumes across multiple customer journeys, the business needed a way to respond instantly and route only high-intent leads to its sales team. AI Agents now engage every incoming lead in real time, answer routine questions, and identify customer intent (buy, sell, insurance, or repairs). By tracking lifecycle stages and qualifying leads automatically, the chatbots ensure serious buyers and sellers are routed to the right team without delays or lost context. This approach allows iMotorbike to handle significantly higher lead volumes while keeping response times fast and conversations organized. Lead generation impact from AI Agents: - 2× more inbound leads handled daily - 67% faster response times, reducing lead drop-off - 70–80% of conversations managed automatically by AI chatbots - High-intent leads routed to sales teams, improving conversion efficiency By deploying AI chatbots for lead engagement and qualification, iMotorbike transformed high enquiry volume into a scalable lead generation system that converts interest while intent is still high. ### Verdict: Best AI Agents for Lead Generation For B2C lead generation, “best” means capturing every inbound conversation fast, qualifying intent consistently, and routing leads with attribution across channels — so you don’t lose conversions to delays. For high-volume, multi-channel inbound lead generation, respond.io is the best choice because it’s a customer conversation management platform that uses AI Agents + Workflows to qualify, tag, and route leads in real time while preserving context. Respond.io is especially well suited for B2C and conversation-led businesses where speed, qualification and routing directly impact revenue because it unifies messaging, voice, automation, and attribution in one customer conversation management platform. AI Agents engage every lead instantly, qualify intent through conversation, preserve context across channels and hand off only high-value opportunities to your sales team. This makes it possible to scale lead generation without adding headcount or sacrificing lead quality. respond.io is not the right fit if you only need a single-channel chatbot with simple autoresponders and no attribution or routing requirements — ManyChat or Chatfuel may be a better match. 👉 [Start your free trial today](https://app.respond.io/user/register?lang=en&_gl=1*wjizh7*_gcl_aw*R0NMLjE3NjcwMDU1ODUuQ2owS0NRaUE2c2pLQmhDU0FSSXNBSnZZY3BQWEJKR0djeFFacE1BQVBXcnVIODR3Q1dfS05MZlZUWGxyNnlTT3lZelM5ay1QTFVCVzFOVWFBcTdFRUFMd193Y0I.*_gcl_au*MzA0OTE0NTg1LjE3NjkwNzgyNjU.) and see how AI-powered conversations can turn inbound interest into predictable lead growth. ### Further Reading If you found this article interesting, have a look at: - How to Create a WhatsApp Chatbot: 3 Use Cases (+Examples) - AI Sales Agent Tips to Enhance CX and Convert Faster - How Respond.io Voice AI Agents Turn Calls into a Scalable Revenue Channel ## [A How-to Guide to Telegram Marketing: Improved Lead Generation, Engagement and Results](https:/respond.io/blog/telegram-marketing) Discover the effectiveness of Telegram Marketing in this quick guide. Learn how Telegram's features can enhance your marketing strategy and how tools like respond.io amplify these efforts. We'll also explore the benefits and strategies of Telegram marketing, tailored to today's digital landscape. Looking to boost your marketing strategy over Telegram? With approximately [700 million monthly active users](https://www.statista.com/statistics/1343525/telegram-reach-worldwide/) and wide usage in Asia, Europe, and Latin America, Telegram has established itself as a major player in the global digital landscape. In this article, we’ll delve into what Telegram marketing is and the benefits it offers. We'll also explore how an AI-powered customer conversation management software like respond.io can boost your Telegram marketing strategy and spotlight businesses that have effectively done this. ### What is Telegram Marketing? Marketing your brand, products or services over Telegram involves utilizing features like [Telegram Groups](https://respond.io/blog/telegram-groups), [Channels](https://respond.io/blog/telegram-channels), and [bots](https://respond.io/blog/telegram-for-business#toc-mobile-10) to share news, engage with customers and build a brand-resonant community. So, what sets it apart from traditional marketing? Its speed, personalization and interactivity. Telegram marketing stands out from traditional methods like email, TV ads and SMS campaigns by enabling two-way interactive conversations. This approach offers a more personalized and engaging buyer experience by providing real-time interaction with instant delivery of messages – a stark contrast to the longer lead times and indirect feedback typical of traditional marketing strategy. Personalization is a key feature of Telegram marketing. It allows for targeted messaging and content tailored to specific audience segments – a level of customization that is limited in traditional marketing, which often targets a broader audience. In terms of cost, Telegram marketing is more affordable, especially for smaller businesses, as opposed to the often high expenses associated with traditional marketing methods. | Aspect | Traditional Marketing | Telegram Marketing | | --- | --- | --- | | Communication Style | One-way communication | Interactive, two-way conversations | | Engagement Speed | Longer lead times, delayed feedback | Real-time, instant message delivery and instant feedback | | Personalization | Broad targeting, limited personalization | Highly personalized, audience segmentation | | Cost-effectiveness | Often expensive due to production and media costs | More accessible, especially for smaller businesses | | Analytics & Measurement | Limited, often delayed feedback | Detailed, real-time analytics | | Content Flexibility | Format-restricted based on the medium | Diverse content formats (text, images, videos) | In addition, Telegram offers detailed analytics for tracking campaigns in real time, providing insights that are not as quick or readily available in traditional marketing. It also supports a variety of content formats, from text to multimedia, for greater creative flexibility. Now that we understand the differences between Telegram marketing and traditional marketing, let's explore its benefits. ### Benefits of Telegram Marketing Instant messaging channels like Telegram are highly effective for marketing teams. Here are some of its benefits: ![Learn%20how%20to%20use%20Telegram%20for%20marketing%20and%20learn%20its%20benefits%20which%20include%20security%20and%20privacy%2C%20real-time%20synchronization%2C%20cost-effective%20and%20various%20marketing%20tools%20at%20your%20disposal.](https://images.ctfassets.net/ph8r57dk1q9w/2d7gjqkvbticz1eONxhMGH/8f9fd2c97d7af89c7a1744daf4c51f31/how-to-telegram-marketing-image-02_e32fb471f67f21d49728eb71fc8a3d1f.png) **Security and Privacy**: Telegram is known for its strong focus on security and privacy. It features server-client encryption and secure cloud storage, making it a safe platform for sharing sensitive marketing information. **Real-Time Synchronization**: Telegram offers real-time synchronization of chats across both desktop and mobile devices. This feature is particularly beneficial for small marketing teams. It allows for seamless communication and imposes no restrictions on the number of simultaneous connections. **Cost-effectiveness**: Telegram's main features are free and provide a low-cost marketing platform. However, costs may be incurred if you integrate third-party tools or provide resources for content creation and platform management. **Marketing Tools:** Telegram offers powerful tools for businesses, including mass messaging for targeted communication, direct links to drive traffic, and QR codes for instant engagement, revolutionizing the way you connect with and grow your audience. Here are three ways businesses can capitalize on Telegram for marketing: - Telegram Broadcast: Leverage Telegram's mass messaging capability to deliver targeted and interactive promotions directly to your subscribers, ensuring efficient and personalized communication that resonates with your customer base. - Telegram Link: Direct link to your channel or group that can be shared on other platforms to drive traffic to your Telegram presence. - QR Code: Linked to your Telegram channel or group, these codes facilitate easy joining by potential customers when displayed on various platforms. Despite its benefits, Telegram's lack of a central messaging inbox can pose a challenge for campaign monitoring and customer relationship management. However, this can be addressed by integrating with [third-party platforms with centralized messaging software](https://respond.io/blog/best-omnichannel-marketing-software). Here’s how some of Telegram’s features work together with a messaging software like respond.io to streamline your marketing efforts. ### Telegram for Marketing on Respond.io: Quick Wins Now that you know the basics of how to use Telegram for marketing, here are five ways you can incorporate Telegram into your marketing strategy with respond.io. #### Telegram for Marketing on Respond.io: Streamline Lead Generation Telegram, designed as an anti-spam messenger, prioritizes user privacy and control. To initiate a conversation with your business on Telegram, you need [customers to message you first](https://help.respond.io/telegram/telegram-overview#capturing_conversation). Here are some effective strategies to motivate customers to start a chat on Telegram, especially by using the capabilities of respond.io. ![How%20to%20use%20Telegram%20for%20marketing%3A%20Leverage%20Telegram%20as%20way%20to%20streamline%20lead%20generation%20for%20your%20marketing%20needs.](https://images.ctfassets.net/ph8r57dk1q9w/3KvZocNRQWesqlNAtFt4qv/3456edbcd46bf575663f92a9e0bcb888/how-to-telegram-marketing-image-03_b496eb95e7ab6b0102d978ae4bdac536.png) You can easily generate a Telegram [QR code](https://help.respond.io/quick-start/getting-contacts-to-message-you#generate_a_scannable_qr_code_or_shareable_chat_link) on respond.io to display on your website or in your physical store. When attached to promotional campaigns or messaging, customers can just scan the code to start a conversation with your sales team immediately. There is also a [Telegram click-to-chat link](https://help.respond.io/quick-start/getting-contacts-to-message-you) that businesses can embed anywhere on their website or share on social media platforms, inviting potential leads to engage directly on the channel. Alternatively, businesses may incorporate a [Telegram widget](https://help.respond.io/workspace-settings/growth-widgets) on their website to give potential customers the opportunity to contact you directly on Telegram. #### Increase Reach with Telegram Broadcast There are two ways businesses can use Telegram to broadcast, either with Telegram Broadcast or with [Telegram bots](https://respond.io/blog/telegram-for-business#toc-mobile-5). Using [Telegram Channels](https://respond.io/blog/telegram-channels) is a great way to reach a wide audience with important marketing messages, such as promotional announcements, special offers or updates on new products. ![When%20you%20connect%20respond.io%20with%20Telegram%2C%20Telegram%20becomes%20an%20advanced%20tool%20for%20Telegram%20marketing.](https://images.ctfassets.net/ph8r57dk1q9w/13VfaDDzkToPYHEtTcU3Ks/f6146bcbd01847b51c07c22bbce7005b/64054a424f4ccc4bb5730b25-broadcast-20-messaging-image-800_e826d32e60b62f07a1cdc33def15eb73.png) However, for more nuanced and interactive broadcasting, Telegram bots combined with respond.io offer a richer experience. [Connecting respond.io with Telegram](https://docs.respond.io/messaging-channels/telegram#connecting-telegram) transforms Telegram into an advanced tool for targeted marketing broadcasts. With respond.io's [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview), businesses can improve their marketing strategy with [precise audience targeting](https://help.respond.io/contacts/contacts-overview#assign_tags_to_multiple_contacts) based on specific fields, tags or conditions. This level of customization ensures that your broadcasts are sent to an audience that finds your content relevant, maximizing the impact of your marketing efforts. Once your message is sent out, be prepared for a wave of customer conversations. This is where respond.io [workflows](https://help.respond.io/workflows/workflows-overview) come into play, allowing you to manage incoming responses efficiently. Or lean on respond.io’s [AI Agent](https://help.respond.io/automate-conversations/maximize-customer-service-potential-with-ai-agent) – an AI tool that can handle broadcast responses instantly and take customer engagement to the next level. #### Gain Traction with Telegram Push Notifications Push notifications are an effective marketing tool that provides a direct way to engage customers through pop-up messages on their phone screens. [Telegram push notifications](https://respond.io/blog/telegram-push-notifications) are concise and focus on prompting action, making them a practical choice for engaging your audience in a less intrusive way. ![How%20to%20use%20Telegram%20for%20marketing%3A%20Telegram%20push%20notifications%20are%20concise%20and%20focus%20on%20prompting%20action%2C%20it%20is%20a%20practical%20way%20to%20engage%20potential%20buyers%20in%20a%20less%20intrusive%20way.](https://images.ctfassets.net/ph8r57dk1q9w/XpwLYxj1VnCQj3871bmgb/d15d1a13a917735d1380ed8ca35e8e76/how-to-telegram-marketing-image-05_e11f3f8bc2c0cc0f18a1e74a5395e00e.png) For marketing teams, Telegram offers significant advantages for broadcasting push notifications. Its acceptance of commercial content and lack of fee or recipient limits make it an ideal platform, particularly if your customer base includes Telegram users. By using respond.io's Broadcast Module, marketers gain an advantage in creating, fine-tuning, previewing and scheduling Telegram broadcasts. In addition, the module enables precise audience segmentation and ensures your messages are tailored and relevant to maximize the impact of your Telegram marketing efforts. #### Automate Lead Qualification with Telegram Auto Reply Businesses using Telegram for marketing can utilize [Telegram Auto Reply](https://respond.io/blog/telegram-auto-reply) to automate their lead generation processes. However, the Telegram app doesn't include a native auto reply feature. To gain this feature, you'd need to create a Telegram bot to send an auto reply message and connect it to a messaging platform like respond.io. Then, here are some ways you can use Telegram Auto Reply for marketing. Integrating [pre-chat surveys](https://respond.io/blog/pre-chat-survey) with Telegram Auto Reply is an effective strategy for capturing important customer data such as names, email addresses and interests. This data is crucial for lead generation and customizing marketing strategies, allowing companies to create more targeted and effective campaigns. The use of Telegram Auto Reply for [lead qualification](https://help.respond.io/sales-use-case/inbound-sales-enrich-contact-data-and-qualify-leads) is equally beneficial. By including specific questions in the auto replies, businesses can identify the interests of potential customers at the first interaction. This process helps to categorize and prioritize leads and focus efforts on the most promising prospects for better conversion rates. However, it's important to note that Telegram's auto replies are only for initial customer messages. For continuous follow-up on subsequent messages, consider using [conversational AI](https://respond.io/blog/conversational-ai) to handle customer inquiries comprehensively, from start to end. #### Enhance Customer Conversion with Telegram Drip Campaigns Customizing and automating Telegram drip campaigns is an important strategy for Telegram marketing. Most prospects need time to consider a product and you can nudge them periodically to remind them of its value. With respond.io, businesses can set triggers to send a series of messages as a way to get buyers interested in their brand or products, spurring them to take action by evoking excitement or urgency. This keeps the business at the forefront of the buyer’s mind, encouraging ongoing engagement. ![How%20to%20use%20Telegram%20for%20Marketing%3A%20By%20customizing%20and%20automating%20Telegram%20drip%20campaigns%2C%20businesses%20can%20send%20a%20series%20of%20messages%20as%20a%20way%20to%20get%20buyers%20interested%20in%20their%20brand%20or%20products%2C%20spurring%20them%20to%20take%20action%20by%20evoking%20excitement%20or%20urgency.](https://images.ctfassets.net/ph8r57dk1q9w/4VyCiFCl24Jc0bzTq1sXXF/2f4fde51dfc7656f6d6f2b3215ca01c0/how-to-telegram-marketing-image-06_65e099014eed6a941ea8b29d1d8ba6cd.png) Creating Telegram promotional messages for specific trigger events mirror the process of setting up push notifications. On respond.io, setting up a Telegram drip campaign is easy. Use the [Workflows](https://respond.io/blog/inbound-conversations) Module to create a sequence of messages that span a specific time to ensure consistent engagement with your audience. Now, let's explore a real-world example of how businesses can successfully use Telegram for marketing. ### Finding Success with Telegram Marketing In this section, we'll look at how a Malaysian retailer leverages Telegram for marketing. #### Watson’s Malaysia [Watson’s Malaysia](https://www.watsons.com.my/), a leading retailer of health and beauty products in Malaysia, uses Telegram effectively for its marketing by running a [Telegram channel](https://t.me/watsonsmalaysia). ![Watson%27s%20Malaysia%20leverage%20effectively%20use%20Telegram%20for%20Marketing%20by%20showcasing%20special%20offers%20and%20packages%20and%20to%20engage%20with%20customers%20with%20interactive%20visuals.](https://images.ctfassets.net/ph8r57dk1q9w/7zDZjpMlajCQvs1Vpfaae8/d090f783e37af58357af44fe6014be06/screenshot-20240109-143858-telegram_9329cc72e7d4a353b70f2dcc3660a6e9.jpg) This channel is a hub for sharing promotional offers, festive greetings and even memes. With a strong subscriber base of more than 39,000 members, the company uses this channel not only as an announcement board but also as a lively platform for marketing. It showcases special offers and packages, such as the 'Kaw Kaw Deals', and engages customers with entertaining visuals. This multi-faceted approach plays a crucial role in the company’s marketing strategy. It uses both informative and engaging content to keep the audience interested and promote its products. We hope this guide has given you a clear understanding of how to use Telegram marketing. Are you ready to take the leap into Telegram marketing? [Sign up with respond.io](https://app.respond.io/user/register?_gl=1*r9e4b9*_ga*MTE4NzQwODA3OC4xNzAwNzEyMjQy*_ga_0EZ318H868*MTcwNTg4NjI3Mi41Mi4xLjE3MDU4ODc4NTQuNTAuMC4w) today to fully utilize the power of Telegram marketing and manage the large volume of results you’ll receive. ### Further Reading Did you find this article useful? If so, here are some other quick reads that might interest you: - Telegram CRM: Integrating a CRM with Telegram on respond.io - Telegram Business: The Ultimate Telegram for Business Guide - How to Sell on Telegram: The Telegram Sales Guide ## [A Robust MessageBird Alternative that Fully Supports All Instant Messaging Channels](https:/respond.io/blog/alternatives-messagebird) Alternatives to MessageBird: Looking for MessageBird alternatives that support instant messaging channel capabilities? Explore how respond.io enhances customer communication through messaging. You’re probably here because you’re looking for alternatives to MessageBird (now known as Bird) or MessageBird alternatives that support the full potential of instant messaging channels. Although MessageBird has been around for more than a decade, it might not be the best fit for all businesses. This article will introduce you to [respond.io, a powerful MessageBird alternative](https://respond.io/blog/twilio-vs-messagebird-vs-respondio) built to help businesses enhance customer communication through messaging. ### Alternatives MessageBird: Respond.io vs MessageBird MessageBird and Respond.io are platforms that businesses use to streamline their communication channels and engage with customers. They offer similar features, including [omnichannel chat widgets](https://respond.io/blog/omnichannel-widget), chat automation and more. Although both platforms were developed for large businesses and have powerful features to cater to their needs, their primary focus differs. ![MessageBird%20and%20Respond.io%20are%20platforms%20that%20businesses%20use%20to%20streamline%20their%20communication%20channels%20and%20engage%20with%20customers.%20They%20offer%20similar%20features%20including%20omnichannel%20chat%20widgets%2C%20chat%20automation%20and%20more.%20Although%20both%20platforms%20were%20developed%20for%20large%20businesses%20and%20have%20powerful%20features%20to%20cater%20to%20their%20needs%2C%20their%20primary%20focus%20differs.%20MessageBird%20was%20initially%20developed%20for%20SMS%2C%20so%20it%20excels%20in%20that%20area%20and%20is%20often%20used%20for%20SMS%20messaging.%20Respond.io%2C%20on%20the%20other%20hand%2C%20was%20specifically%20created%20for%20instant%20messaging%20channels%2C%20so%20its%20capabilities%20are%20tailored%20to%20that%20focus.](https://images.ctfassets.net/ph8r57dk1q9w/79RFFi0OYP3BqbEdT0qS56/98e4846e67c190372a58ae88a0ef2b88/concepts-messagebird-alternative-image-01_3f83a61dbbf214722cddee6d09cc90c2.png) MessageBird was initially developed for SMS, so it excels in that area and is often used for SMS messaging. Respond.io, on the other hand, was specifically created for instant messaging channels, so its capabilities are tailored to that focus. Now that you have an idea of their strengths, let's explore how respond.io could be a better MessageBird alternative for your business. ### Alternatives MessageBird: Is Respond.io a Better Solution for Your Business? Respond.io is a customer conversation management software designed to enhance the customer experience to build brand loyalty and increase business revenue. It has enabled businesses worldwide to [send notifications to a regional audience](https://respond.io/customers/how-trs-ink-used-viber-to-reach-132k-citizens-in-covid-19-response), [gain more qualified leads](https://respond.io/blog/how-sleek-gained-3x-more-qualified-leads-over-whatsapp), [improve sales conversions](https://respond.io/blog/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50) and [achieve high levels of customer satisfaction](https://respond.io/blog/how-sharwa-designed-a-communication-strategy-that-achieved-85-in-csat-scores). Let's take a closer look at how businesses are achieving success on respond.io. #### Centralize All Messaging Channels for Seamless Customer Interactions Centralizing all key communication channels is essential, especially for businesses that use multiple messaging channels to connect with customers. It allows businesses to reply to customers on any channel from one place without juggling multiple messaging platforms. In short, convenience is a major advantage. That said, MessageBird doesn’t have a mobile app or support custom channel integrations that most large businesses need. We’ll explain why this matters in the next few sections. ##### Connect WhatsApp, SMS, Telegram and More in One Place Respond.io is an official [WhatsApp Business Solution Provider](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider) offering fast and secure WhatsApp API access. With respond.io, businesses can connect with customers across all popular messaging channels. This includes traditional channels like email and [SMS](https://respond.io/blog/business-sms) along with messaging channels like [WhatsApp](https://respond.io/blog/whatsapp-business), [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [Viber](https://respond.io/blog/viber-for-business) and [Telegram](https://respond.io/blog/telegram-for-business). It also allows you to connect multiple channel accounts or numbers, like individual WhatsApp accounts for each branch or outlet, and reply to customers from one place. ![With%20respond.io%2C%20businesses%20can%20connect%20with%20customers%20across%20all%20popular%20messaging%20channels.%20This%20includes%20traditional%20channels%20like%20email%20and%20SMS%20along%20with%20messaging%20channels%20like%20WhatsApp%2C%20Facebook%20Messenger%2C%20Google%20Business%20Messages%2C%20Viber%20and%20Telegram.](https://images.ctfassets.net/ph8r57dk1q9w/4UBSrIflEbQBpX2GsA1xVE/637c7c2461eb60604fd67adfc2bdf83a/Messagebird_alternative_channels.png) Unlike MessageBird, which doesn’t support sending and receiving voice messages, respond.io supports all of the channels’ native features, like sending emojis, voice messages and more. Agents can also transcribe inbound audio messages on demand, converting voice notes into readable text for faster review and smoother handovers. This enables agents to engage in more casual and genuine conversations and provides customers with an authentic messaging experience unique to each channel. #### Switch from Messaging to Voice Calls at Any Time Respond.io goes beyond traditional chat by offering voice call capabilities. As one of the few WhatsApp Partners with access to the [WhatsApp Business Calling API](https://respond.io/blog/whatsapp-voice-call), it lets businesses make voice calls directly through WhatsApp—a feature once limited to the Business App. This allows for stronger, more personal customer interactions. It also supports Facebook Messenger calls and [VoIP integration](https://respond.io/blog/voip-crm-integration), so you can connect your existing phone system and handle all conversations—whether by message or call—within a single platform. Agents can also transfer calls mid-conversation, keeping customers on the same line. After every call, transcripts are automatically generated for reference, coaching and quality assurance. ##### Integrate Custom Channels like In-app Chat, Chats from E-commerce Platforms and more If your company has its own messaging app or uses an e-commerce platform’s native inbox like Lazada chat inbox, you can connect them to respond.io. With respond.io’s [custom channels](https://help.respond.io/channels/custom-channel) integration, you can connect any channel with an open API to the platform. ![Alternatives%20messagebird%20that%20supports%20custom%20channels%20integration.%20If%20your%20company%20has%20its%20own%20messaging%20app%20or%20uses%20an%20e-commerce%20platform%u2019s%20native%20inbox%20like%20Lazada%20chat%20inbox%2C%20you%20can%20connect%20them%20to%20respond.io.%20With%20respond.io%u2019s%20custom%20channels%20integration%2C%20you%20can%20connect%20any%20channel%20with%20an%20open%20API%20to%20the%20platform.%20](https://images.ctfassets.net/ph8r57dk1q9w/3vNiL6PqEdDS1ufusM7NDs/e8387a7ef707a7658b6ad0f227ebce24/Messagebird_alternative_channels.png) This allows you to centralize both popular and business-specific messaging channels, providing the convenience of managing all your messages from a single shared inbox. ##### Reply to Customers Anywhere with the Mobile App for Agents on the Go With all messages directed to a single inbox, a mobile app can be [handy for agents on the go](https://respond.io/customers/how-pinnacle-contact-center-recruits-112-candidates-every-day-over-whatsapp). Agents can receive notifications when they are assigned new conversations, respond to messages at their convenience and manage their workload from anywhere. ![With%20all%20messages%20directed%20to%20a%20single%20inbox%2C%20a%20mobile%20app%20can%20be%20handy%20for%20agents%20on%20the%20go.%20Agents%20can%20receive%20notifications%20when%20they%20are%20assigned%20new%20conversations%2C%20respond%20to%20messages%20at%20their%20convenience%20and%20manage%20their%20workload%20from%20anywhere.%20Additionally%2C%20supervisors%20can%20monitor%20agents%27%20work%20and%20performance%20and%20assist%20them%20as%20needed%20from%20any%20location.%20While%20a%20mobile%20app%20is%20a%20standard%20feature%20of%20most%20omnichannel%20platforms%2C%20Messagebird%20does%20not%20have%20one.](https://images.ctfassets.net/ph8r57dk1q9w/h4BBVh4n8luyuwTchkDCe/35609d46f9aeaec862e167b70a7b3ef1/concepts-messagebird-alternative-image-04_c2bac6b72adf329fb5d4db447893f5dd.png) Additionally, supervisors can monitor agents' work and performance and assist them as needed from any location. While a mobile app is a standard feature of most omnichannel platforms, MessageBird does not have one. ##### Get Notified when Duplicate Contacts are Created and Merge them Seamlessly Customers want a seamless [omnichannel experience](https://respond.io/blog/omnichannel-communication#toc-mobile-2) that allows them to chat with agents effortlessly without having to re-identify themselves or repeat background information. With respond.io, businesses can get a unified customer profile by [merging conversations from different channels](https://help.respond.io/contacts/contacts-overview#merge_contacts) in a single thread. If a customer previously emailed you but decides to message you on WhatsApp next, you can merge the conversations to get context easily. This allows you to identify returning customers, spot recurring issues and make informed decisions while assisting them. ![Gif%20showing%20how%20businesses%20using%20respond.io%20can%20get%20a%20unified%20customer%20profile%20by%20merging%20conversations%20from%20different%20channels%20in%20a%20single%20thread.%20](https://images.ctfassets.net/ph8r57dk1q9w/9kjKELBpxYjQoYRNyPAp3/ce7a4ca58d9fb7f2ecc695f9ab55eee3/concepts-trengo-alternative-gif-01_ab3ec1a0849a2037bcafc239fb26d89f.gif) Although MessageBird has a similar feature, businesses must manually search for contacts they wish to merge. Respond.io, however, automatically detects duplicate contacts and prompts businesses to merge their contact information. Additionally, contact merges can’t be undone on MessageBird but are possible on respond.io. This way, you don’t have to delete wrongly merged contacts, lose their conversation histories and recreate new contact profiles. Next, we’ll cover how you can utilize respond.io to send promotional messages and initiate conversations with your customers. #### Send Promotional Messages on Multiple Channels Broadcasting promotional messages on multiple channels gives businesses opportunities to increase their reach and engage with customers through various touchpoints. This eventually leads to increased sales and revenue. While the ability to support broadcasts on every channel is a feature businesses would expect, MessageBird only supports SMS and WhatsApp broadcasts. Its WhatsApp broadcast is not a native feature so setting it up requires technical knowledge and you cannot schedule and analyze the broadcasts. This makes it clear that its platform was initially built for SMS, not instant messaging channels. Now, let's look at how to increase customer engagement via promotional messages on respond.io. ##### **Generate Leads through Click to WhatsApp, Instagram and Facebook Messenger Ads** Social media users spend a lot of time on the app, presenting a valuable opportunity for targeted advertising through click-to-chat ads. These ads enable businesses to encourage leads to start a conversation directly and engage with them when their interest is at its peak. ![Messagebird%20vs%20respond.io%20-%20Click%20to%20chat%20ads%20enable%20businesses%20to%20encourage%20leads%20to%20start%20a%20conversation%20directly%20and%20engage%20with%20them%20when%20their%20interest%20is%20at%20its%20peak.%20When%20a%20lead%20messages%20you%20through%20click-to-chat%20ads%2C%20respond.io%20shows%20you%20which%20ad%20a%20customer%20clicked%20on%20when%20they%20message%20you%2C%20giving%20agents%20useful%20context%20to%20respond%20intelligently.%20You%20can%20also%20automate%20these%20conversations%20to%20gain%20lead%20information%20and%20qualify%20them%20automatically.](https://images.ctfassets.net/ph8r57dk1q9w/2zI66pERvmFFiXEEDX22yT/8cb1a23d21b1297fc287a865e75a2b73/MessageBird_Alternative_Click_to_Chat_Ads.png) When a lead messages you through click-to-chat ads, respond.io shows you which ad a customer clicked on when they message you, giving agents useful context to [respond intelligently](https://respond.io/blog/conversation-led-growth#toc-mobile-5). You can also automate these conversations to [gain lead information](https://help.respond.io/l/en/workflows/step-respond-with-ai#collect_information_objective) and qualify them automatically. ##### Broadcast on WhatsApp, Facebook Messenger, LINE and More Respond.io gives businesses the ability to engage with customers on their preferred platforms via broadcast messages. It supports [broadcasts](https://help.respond.io/broadcasts-module/broadcasts-overview) on multiple channels, including [SMS](https://respond.io/blog/sms-marketing-sms-broadcast), [WhatsApp](https://respond.io/blog/whatsapp-broadcast), [Facebook Messenger](https://respond.io/blog/facebook-messenger-broadcast), [Telegram](https://respond.io/blog/telegram-broadcast), [LINE](https://respond.io/blog/line-broadcast) and [Viber](https://respond.io/blog/viber-bulk-message). ![A%20Messagebird%20alternative%20that%20supports%20broadcasts%20on%20multiple%20channels%3A%20Respond.io%20gives%20businesses%20the%20ability%20to%20engage%20with%20customers%20on%20their%20preferred%20platforms%20via%20broadcast%20messages.%20It%20supports%20broadcasts%20on%20multiple%20channels%20including%20SMS%2C%20WhatsApp%2C%20Facebook%20Messenger%2C%20Telegram%2C%20LINE%20and%20Viber.%20Unlike%20Messagebird%2C%20respond.io%20allows%20you%20to%20send%20broadcasts%20in%20a%20few%20clicks%2C%20without%20technical%20work.%20](https://images.ctfassets.net/ph8r57dk1q9w/2lH99v7jxOLN1JAF8cKjzM/a96973819ab8d9356bf4a8fd3cdd609c/Messagebird_Alternative_send_broadcasts_on_multiple_channels.jpg) Unlike MessageBird, respond.io allows you to send broadcasts in a few clicks. Businesses can personalize messages based on each channel's unique features, schedule and send broadcast messages to target audiences and create a more integrated and cohesive marketing strategy. ##### Get Marketing Performance Insights with Broadcast Analytics Analyzing past broadcast campaign performance is crucial as it gives important insights for businesses to improve their next campaign's strategy. ![Messagebird%20vs%20respond.io%20Analyzing%20past%20broadcast%20campaign%20performance%20is%20crucial%20as%20it%20gives%20important%20insights%20for%20businesses%20to%20improve%20their%20next%20campaign%27s%20strategy.%20It%20allows%20them%20to%20identify%20successful%20campaigns%20and%20get%20insights%20into%20the%20behavior%20and%20preferences%20of%20their%20audience.%20Then%2C%20they%20can%20optimize%20their%20messaging%2C%20targeting%20and%20channels%20for%20future%20campaigns%20based%20on%20their%20findings.](https://images.ctfassets.net/ph8r57dk1q9w/ll6aNGZG66atQdE4vo1YF/a2fd4ac76e78385e34788114af13b8fc/Messagebird_alternate_broadcast_analytics.png) It allows managers to identify successful campaigns and get insights into the behavior and preferences of their audience. Then, they can optimize their messaging, targeting and channels for future campaigns based on their findings. ##### Trigger Promotional Messages from Customer Actions on External Platforms With respond.io, businesses can trigger promotional messages based on customer actions on external platforms like [Shopify](https://help.respond.io/zapier/e-commerce-integration-shopify), [WooCommerce](https://help.respond.io/zapier/ecommerce-integration-woocommerce), [Magento](https://help.respond.io/zapier/ecommerce-integration-magento) and [more](https://help.respond.io/integrations). For instance, you can trigger an [abandoned cart message](https://help.respond.io/zapier/e-commerce-integration-shopify#send_abandoned_cart_messages_to_prompt_customers_to_complete_their_shopify_purchase_using_zapier) on customers’ preferred channel if they leave items in their cart. The message can include discounts or other incentives to encourage the customer to complete the purchase. ![With%20respond.io%2C%20businesses%20can%20trigger%20promotional%20messages%20based%20on%20customer%20actions%20on%20external%20platforms%20like%20Shopify%2C%20WooCommerce%2C%20Magento%20and%20more.%20For%20instance%2C%20you%20can%20trigger%20an%20abandoned%20cart%20message%20on%20customers%u2019%20preferred%20channel%20if%20they%20add%20items%20to%20their%20cart%20but%20don%27t%20complete%20the%20purchase.%20](https://images.ctfassets.net/ph8r57dk1q9w/4ZFJZ4RCy7uElZrMoOJwSt/8eb55dc8e17276e6f22d917f490ac021/Messagebird_alternative_promotional_messages.jpg) Customers can select predetermined reply buttons or send a response and be automatically connected to an agent. This gives customers what they want, enhancing the customer experience and satisfaction. Now that you know how to send promotional messages on respond.io, let's explore how you can use its advanced AI and Automation capabilities. #### Manage Conversations and Tasks Effectively with Advanced AI and Automation Capabilities Automating conversations is crucial, especially when businesses receive high volumes of messages from various messaging channels or accounts. However, customers still prefer human agents to handle complex issues. As a solution, businesses need to determine which conversations are better automated, which require a human touch and ways to improve conversational efficiency both for customer satisfaction and agent efficiency. Because automation and AI play a huge role in ensuring these processes work smoothly, businesses need a platform with powerful automation capabilities. Let’s look at what respond.io has to offer. ##### Streamline Processes in One Visual Workflow Automation Builder MessageBird has two automation setups, which can lead to confusion or redundancy when building automation or identifying automation errors. In contrast, respond.io’s [Workflows Module](https://help.respond.io/workflows/workflows-overview) allows you to automate complex business processes in one visual Workflow. ![MessageBird%20has%20two%20automation%20setups%2C%20which%20can%20lead%20to%20confusion%20or%20redundancy%20when%20building%20automation%20or%20identifying%20automation%20errors.%20In%20contrast%2C%20respond.io%u2019s%20Workflows%20Module%20allows%20you%20to%20automate%20complex%20business%20processes%20in%20one%20visual%20Workflow.%20You%20can%20plan%2C%20design%20and%20implement%20your%20workflow%20from%20A%20to%20Z%20with%20any%20amount%20of%20complexity%20in%20one%20space.%20This%20includes%20automating%20FAQs%2C%20chat%20routing%2C%20case%20escalations%20and%20creating%20deals%20or%20tickets%20in%20CRMs.](https://images.ctfassets.net/ph8r57dk1q9w/5yfVUcj9Lku0qN5x85vcxC/0d3424023c9e4b433f3fe12c726d8135/Messagebird_vs_respondio_Workflow_Automation.png) You can plan, design and implement your workflow from A to Z with any amount of complexity in one space. This includes automating [FAQs](https://respond.io/blog/inbound-conversations), [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), [case escalations](https://respond.io/blog/escalation-management) and creating [deals or tickets](https://help.respond.io/zapier/pipedrive#add_comments_to_conversations_in_respond_io_when_new_pipedrive_deals_are_updated) in CRMs. ![gif%20showing%20how%20you%20can%20build%20an%20AI%20Agent%20to%20answer%20customer%20questions%20on%20its%20own%20before%20passing%20the%20conversation%20to%20a%20human%20agent.%20You%20can%20do%20all%20this%20from%20scratch%20or%20use%20ready-made%20templates](https://images.ctfassets.net/ph8r57dk1q9w/74B91Sj3EZzTtuzEAEwsnr/5bae800e48b7c2369b3595210e926ccb/jannewsletter2_1c57e3655ff5eb1e407fb7d95d1e7909.gif) You can also build an [AI Agent for sales](https://respond.io/blog/ai-sales-agent) to answer customer questions on its own before passing the conversation to a human agent. You can do all this from scratch or use ready-made [templates](https://help.respond.io/workflows/workflows-overview#creating_a_new_workflow_from_a_selected_template). Trained on your website and knowledge sources, it can answer FAQs, qualify leads, leave internal comments, trigger workflows, route chats and summarize interactions. It understands both text and voice messages, follows up on conversations naturally and shows a typing indicator to create a more human exchange. Managers can also create Workflows for complicated tasks like [shift transfer](https://help.respond.io/convert-leads/route-contacts-by-shifts), [case escalation](https://respond.io/blog/escalation-management), syncing data in external CRMs and [getting customer feedback](https://respond.io/blog/csat-customer-satisfaction-score), then allow agents to launch them [with a click](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0) while talking to customers. ![Managers%20can%20also%20create%20Workflows%20for%20complicated%20tasks%20like%20shift%20transfer%2C%20case%20escalation%2C%20syncing%20data%20in%20external%20CRMs%20and%20getting%20customer%20feedback%2C%20then%20allow%20agents%20to%20launch%20them%20with%20a%20click%20while%20talking%20to%20customers.%20](https://images.ctfassets.net/ph8r57dk1q9w/4iCYBrM4NDcrnQvWCRqa4K/7a62b09e626c29a49c5c253f3a3808ed/messagebird_vs_respond_workflows.gif) Now that you know how respond.io’s automation works, it's important to highlight one of the critical components of improving customer satisfaction: [Auto assigning conversations](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to agents quickly. ##### **Auto Assign Conversations Based on Team Function and Customer Needs** There are two ways for businesses to automatically assign new conversations on respond.io: Round-robin for equal workload distribution or assign them to agents with the least conversations open. Round-robin assignments ensure each sales agent has an equal opportunity to convert leads and earn their commissions. ![Respond.io%20allows%20businesses%20to%20have%20a%20variety%20of%20auto-assignment%20methods.%20%20Round-robin%20assignment%20ensures%20equal%20lead%20distribution.%20It%20provides%20sales%20agents%20with%20a%20fair%20opportunity%20to%20convert%20leads%20and%20earn%20their%20commissions.%20Assigning%20agents%20with%20the%20fewest%20open%20conversations%20improves%20the%20customer%20experience%20as%20customers%20are%20connected%20with%20available%20agents%20quickly.%20This%20reduces%20wait%20times%2C%20resulting%20in%20faster%20responses%20and%20resolutions.](https://images.ctfassets.net/ph8r57dk1q9w/7ao9YCPN0bMLQHupNjfDh6/2283c072516422fa713083fe84f090a4/messagebird_alternative_advanced_auto_assignment.png) Assigning agents with the least conversations lets businesses provide a better customer experience. This is because it connects customers with available agents quickly and reduces wait times and resolution times. As for new conversations, businesses can assign them to a new agent and route returning customers with a history of interactions to the [same agent who handled their case before](https://respond.io/blog/august-2021-release-the-new-contact-import-dont-unassign-when-conversation-is-closed-and-platform-localization-in-spanish#toc-mobile-5). ![Respond.io%20is%20also%20perfect%20for%20businesses%20looking%20for%20more%20advanced%20auto%20assignment%20methods.%20For%20instance%2C%20businesses%20can%20assign%20new%20customers%20to%20any%20agent%20and%20route%20existing%20customers%20with%20a%20history%20of%20interactions%20to%20the%20previous%20agent%20in%20charge%20of%20their%20case.%20](https://images.ctfassets.net/ph8r57dk1q9w/5wI2xmNeVpZH6ULu8bPShg/09683750d5c7f81d078cf67b90851f14/messagebird_alternative_assign_conversations_quickly.png) This approach gives agents the context to address recurring or related issues and build long-term customer relationships. Consequently, customers can receive a more personalized and efficient support experience. To prioritize high-value customers who contribute substantially to revenue, businesses usually provide them with a dedicated agent as a primary point of contact for all their needs. These agents will work closely with customers to understand their goals or desires. Then, provide guidance and support to help them achieve their desired outcomes. ![To%20prioritize%20high-value%20customers%2C%20businesses%20can%20assign%20dedicated%20agents%20who%20are%20responsible%20for%20providing%20personalized%20support%20and%20guidance.%20](https://images.ctfassets.net/ph8r57dk1q9w/62rgHDvUgVCo6rgDjQ7HaO/a4403e568afdcc7528efd9674a21e20c/messagebird_alternative_assign_to_dedicated_agent.png) Since high-value customers are crucial to the success of any business, it is important that companies minimize any difficulties or inconveniences they may face while interacting with their brand. ##### Respond Quickly, Accurately and Professionally with AI With respond.io, agents can leverage AI capabilities to answer inquiries promptly and efficiently. Respond.io's [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) allow agents to refine their messages, ensuring clarity and precision in communication. They can also translate messages into different languages, reducing potential language barriers. ![Respond%20AI%20Prompts%20allow%20agents%20to%20refine%20their%20messages%2C%20ensuring%20clarity%20and%20precision%20in%20communication.%20They%20can%20also%20translate%20messages%20into%20different%20languages%2C%20reducing%20potential%20language%20barriers.%20Moreover%2C%20tools%20like%20AI%20Assist%20can%20be%20a%20game-changer%20for%20providing%20agents%20with%20quick%20replies%20based%20on%20customer%20context.%20](https://images.ctfassets.net/ph8r57dk1q9w/J3I9rxVK30M9jx9IT38x0/28232246f22f442a68a6e7b7d62e04f4/messagebird_alternative_ai_assist.gif) Moreover, tools like [AI Assist](https://help.respond.io/messages/using-ai-assist) can be a game-changer for providing agents with quick replies based on customer context. This rapid access to information allows agents to respond quickly and accurately to customer inquiries, enhancing response times and contributing to a more [satisfying customer experience](https://respond.io/blog/ai-customer-experience). Combined with the respond.io's AI Agent’s ability to handle voice messages, follow up on conversations and summarize conversations, teams can respond faster and more accurately without losing the personal touch customers expect. Having seen how respond.io can improve customer communication, let's now explore the benefits of using a reliable platform. #### Achieve Great Success with a Reliable Platform and Customer Support Businesses that use MessageBird and respond.io rely heavily on these platforms to manage their business operations and communicate with customers. Therefore, reliable services and excellent customer support from these solution providers are crucial. However, MessageBird’s customer support is only reachable from Monday to Friday, 9 am to 5 pm via email. Plus, its estimated first response time is 12 hours to 48 hours. If there are critical issues outside these hours, businesses cannot contact MessageBird unless they subscribe to a dedicated support plan. Note that the cheapest plan is $500 with operation hours limited to 7 am to 7 pm, Monday to Friday, and a first response time of between 8 hours to 24 hours. The platform also experiences downtime 2-3 times per month, disrupting the ability to send and receive messages for several hours. If platform uptime and customer support availability are important to you, let’s see how respond.io is a better choice. ##### Robust Platform Stability for Consistent Operations Platform reliability is essential for smooth operations, as any downtime can negatively impact customer satisfaction and harm a brand’s reputation. ![%20Unlike%20Messagebird%2C%20respond.io%20offers%20a%20dependable%20platform%20that%20is%20designed%20to%20handle%20high%20volumes%20of%20messages%20without%20interruption.%20It%20gives%20businesses%20the%20ability%20to%20businesses%20to%20maintain%20consistent%20operations%20and%20focus%20on%20chatting%20with%20customers.](https://images.ctfassets.net/ph8r57dk1q9w/2cYaG3UeVQYhGzxDJ2wO6T/49595cc3f50ae8fe076b426a0bc9a4b4/messagebird_alternative_respondio_stability.png) Unlike MessageBird, respond.io offers a [dependable platform](https://respond.io/customers/how-golden-luxe-enjoys-a-20x-more-stable-messaging-experience-with-respondio) that is designed to handle high volumes of messages without interruption. It gives businesses the ability to maintain consistent operations and focus on chatting with customers. ##### Get Speedy Assistance with 24/5 Conversational Support In addition to maintaining a stable platform, providing responsive and efficient customer support is crucial. Respond.io’s support team is available 24/5 from Monday to Friday via live chat or call, and can assist you in English, Spanish, Chinese, and Arabic. You can also reach them on multiple channels, including WhatsApp, Facebook Messenger, LINE and more. On top of that, there's 24/7 AI customer support. ![Image%20with%20icons%20showing%20that%20our%20support%20team%20is%20available%20from%20Monday%20to%20Friday%2C%20around%20the%20clock%2C%20in%20multiple%20languages%20such%20as%20English%2C%20Spanish%2C%20Chinese%2C%20and%20Arabic%20to%20assist%20you%20on%20any%20channel%20](https://images.ctfassets.net/ph8r57dk1q9w/1SltEybXq50qrGKD6ben5u/0ee9d8b2a5a3be896fd3f915519bf938/concepts-messagebird-alternative-image-13_c4747fcdea59686351dc1493e04b5171.png) In contrast to MessageBird, respond.io provides free, high-quality and speedy assistance to resolve any issues you encounter. This enables you to focus on expanding your business and providing top-notch customer experiences. ##### Get Dedicated Support from a Customer Success Manager Having a dedicated customer success manager can be a game-changer for enterprises with complex requirements. Our experts specialize in providing personalized support for planning and setting up Workflows, integrating with third-party tools, and more. ![Having%20a%20dedicated%20customer%20success%20manager%20can%20be%20a%20game-changer%20for%20enterprises%20with%20complex%20requirements.%20Our%20experts%20specialize%20in%20providing%20personalized%20support%20for%20planning%20and%20setting%20up%20Workflows%2C%20integrating%20with%20third-party%20tools%2C%20and%20more.%20](https://images.ctfassets.net/ph8r57dk1q9w/4pMXC6ArB1JdVo2yOWuvYA/d1201f17b05a0cf125673b8772be13ac/messagebird_alternative_customer_success_manager.png) With a customer success manager by your side, you can unlock the full potential of the platform and attain success like [many of our satisfied customers](https://respond.io/customers). Now that you’ve learned what respond.io has to offer, let's explore the pricing plans to determine which solution provides the most value. #### The Best Solution for Maximum Value When evaluating a messaging platform, pricing is just as important as features because you don’t want to pay extra every time you add a user, send a message, or use a basic function. Here, we’ll look at the mid-tier plans (recommended for growing businesses) and see how respond.io and MessageBird compare. ##### Respond.io: Clear, Predictable Pricing The Growth Plan starts at $159/month and is designed for fast-growing teams that need scale without surprise costs. It includes: - All major messaging channels (WhatsApp, Messenger, Instagram, Telegram, LINE, Viber, SMS, email) - 10 user seats - Unlimited automation and workflows - AI Agents and AI Assist for lead qualification and faster replies - Broadcasts with scheduling and analytics across multiple channels - Advanced reporting & lifecycle tracking - 24/5 live chat and call support, plus 24/7 AI support Respond.io uses a Monthly Active Contact (MAC) model. This means that you only pay for contacts you actually talk to, not your entire stored contacts. ##### MessageBird — Variable, Pay-as-You-Go Costs Bird’s pricing looks flexible at first, but gets expensive as you scale: - SMS: ~$0.008 per outbound message (varies by country). - Messaging apps: Free up to 1,000 messages, then ~$5 per 1,000 messages and ~$8 per 1,000 SMS. - Automation (Flow Builder): First 1,000 triggers free, then billed per trigger. - User seats: Extra costs per seat beyond the free minimum. - Support: Paid add-on only, from ~$500/month up to $5,000/month depending on SLA speed. ##### Why Respond.io Delivers More Value At the mid-plan level, Messagebird Bird can easily run into thousands per month once you add users, scale messaging, and need reliable support. Respond.io’s $159 Growth Plan covers all of that in one predictable monthly fee — no hidden charges, no per-message billing, no automation limits. For growing businesses, this means you can scale without worrying about unpredictable costs. ### Alternatives MessageBird: Why Respond.io? Respond.io is one of the most versatile customer conversation management software in the market. Unlike MessageBird, which only fully supports SMS channel features, respond.io supports all the capabilities of each messaging channel, including SMS. Its advanced AI and automation capabilities enable businesses to streamline their processes in one place, helping them achieve results quickly with significantly less effort. Most importantly, respond.io has high uptime, making it suitable for larger businesses that receive high volumes of messages. It's free, high-quality support is available 24/5 to help customers whenever they need assistance, while Enterprise plan users get a dedicated customer success manager. ![Image%20with%20icons%20showing%20the%20benefits%20of%20respond.io%20vs%20MessageBird](https://images.ctfassets.net/ph8r57dk1q9w/5B8kllwTkGLNpZNP2O7p2X/297dee0a54601c9d8f413ad1834bc290/2_6df0e67a1a247ad06456b4e79f512d8e.jpg) Armed with these, businesses can create superior customer experiences and build customer loyalty, ultimately increasing their revenue. If you’re considering migrating from MessageBird to respond.io, [contact our support team](https://respond.io/contact). You can transfer all your channels to respond.io, including WhatsApp API accounts, while keeping the same WhatsApp API number. Ready to experience the power of respond.io? [Sign up for a free trial](https://app.respond.io/user/register) and witness its benefits firsthand. ### Further Reading Want to explore respond.io further? Here are some readings that might interest you. - Inbound Conversation Workflows: A How-To Guide - Chat Routing: Contact Routing with the respond.io - Auto Assignment: Automatic Assignment with respond.io ## [Add Facebook Messenger to Website: A Messenger Widget Guide ](https:/respond.io/blog/add-messenger-to-website) Want a Messenger Widget on your website? Use the Facebook Chat Plugin to add Facebook Messenger to website and start chatting with customers on one of their favorite platforms. Looking for the ultimate chat widget? If your web visitors are avid Messenger users, add a Facebook Messenger widget to your website. In this blog post, we’ll show you how to add Facebook Messenger to a website, as well as where to add it on website builders like WordPress, Wix and Shopify. ### What is a Facebook Messenger Widget? The [Facebook Messenger](https://respond.io/blog/facebook-business-chat) widget is a website plugin that allows site visitors to chat with your Facebook Page via Messenger. As one of the [world](https://respond.io/blog/top-messaging-apps#toc-mobile-2)’[s top messaging channels](https://respond.io/blog/top-messaging-apps#toc-mobile-2), many customers are naturally inclined to chat over Messenger. ![This%20is%20a%20picture%20of%20Facebook%20Messenger%20Widget.%20Facebook%20Messenger%20Widget%20%28also%20known%20as%20Facebook%20Chat%20Plugin%29%20is%20a%20website%20plugin%20that%20allows%20your%20website%20visitors%20to%20chat%20with%20your%20Facebook%20Page%20via%20Messenger.%20If%20you%20are%20in%20places%20like%20the%20United%20Kingdom%20%28UK%29%2C%20the%20United%20States%20%28US%29%2C%20India%20or%20the%20Philippines%2C%20consider%20Messenger%20as%20the%20ultimate%20chat%20plugin.](https://images.ctfassets.net/ph8r57dk1q9w/6vJIu0wwFqlP05D7Sdfl1i/47563d7badb65d0cc78abd59353cbc6d/ScreenShot2021-08-27at3_40_01PM_12245abf57b1ecf0a5373de455bb3960.png) When website visitors send an inquiry via the widget, you can reply through the [Meta Business Suite Inbox](https://www.facebook.com/business/help/294426838452244?id=765488040896522). This is sufficient for businesses that receive low to medium volumes of messages and rely on Facebook Messenger for customer communication. > Do not mistake the Facebook Messenger widget with the Facebook Chat Plugin. While similar in some aspects, the Facebook Chat Plugin is no longer available from May 9, 2024. Businesses that handle high volumes of conversations or chat with customers across multiple channels should use an omnichannel messaging inbox like respond.io. In addition to streamlining all conversations in a single inbox, it offers additional benefits such as [advanced automation](https://respond.io/blog/november-2021-release-workflows-module-and-send-message-templates-via-messages-api#toc-mobile-0) and [analytics](https://docs.respond.io/reports). #### Why Use Facebook Messenger Widget If you’re leveraging Facebook Messenger to [provide customer support](https://respond.io/blog/facebook-messenger-for-customer-service) or [push sales](https://respond.io/blog/messenger-sales), you know how effective the platform is. Among the key reasons to consider using Facebook web chat is its ability to create persistent conversations and build a contact list. ##### Create Persistent, Consistent Engagement With traditional website chats, you'll lose users forever once they leave your website. Your only hope of continuing the conversation is for them to return to your site. This is no longer the case once you add Messenger to your website. Firstly, the Messenger widget is the fastest tool for your clients to reach you and get their questions resolved. It ensures customers can address you instantly and effortlessly on a familiar and comfortable messenger. ![All%20your%20messenger%20widget%20conversations%20will%20be%20saved%20to%20Facebook%20Inbox.%20This%20is%20a%20benefit%20when%20you%20Add%20Facebook%20Messenger%20to%20Your%20Website.](https://images.ctfassets.net/ph8r57dk1q9w/7s2C8aPJCoTaPMDZ89trWw/1a42a62d9fec6aea61254a317c502efd/ScreenShot2021-09-02at2_24_00PM_0aa2ded6ba0cf038eeed519c48ce2201.png) It also enables personal communication directly on your website to offer technical support, product consultation, order or booking assistance and more. Customers can reach you while interest is high to drive sales conversions. When you add Facebook chat to website, a contact’s chat history is saved in Meta Business Suite’s inbox. This means you can resume a conversation with a user who chatted with you on Messenger even after they’ve left your website. Along with the conversation, you also get to see some of their basic profile information including their name, profile picture, birthday and location. This will help you serve the customer better than any live chat could and build a relationship with them over time. ##### Build a Facebook Messenger Contact List Now that people can message you easily through Facebook using Facebook Customer Chat, they'll be added to your contact list forever. ![This%20is%20an%20image%20that%20show%20that%20Facebook%20Messenger%20has%20higher%20open%20%26%20click%20rates%20than%20email.%20Now%20that%20people%20can%20message%20you%20easily%20through%20Facebook%20using%20Facebook%20Customer%20Chat%2C%20they%27ll%20be%20added%20to%20your%20contact%20list%20forever.%20You%20can%20think%20of%20a%20Facebook%20Messenger%20subscriber%20list%20the%20same%20way%20you%20do%20an%20email%20subscriber%20list.%20Use%20this%20as%20a%20new%20communication%20channel%20with%20your%20audience%20or%20even%20use%20it%20to%20deliver%20Messenger%20broadcasts%2C%20which%20has%20a%20whopping%2092%20percent%20open%20rate.](https://images.ctfassets.net/ph8r57dk1q9w/4vAYRvgpQE2JVBO9cWAoGe/d9c30a2ea7a35c28a76d80cd94fb627f/facebook_widget_image_01_3b1caa785ca66b16106b10939dbae9d2.png) You can think of a Facebook Messenger subscriber list the same way you do an email subscriber list. Use this as a new communication channel with your audience or even use it to send [Messenger broadcasts](https://respond.io/blog/facebook-business-chat#toc-mobile-11), which have a staggering 92 percent open rate. The Messenger widget is just one way to build a Facebook Messenger subscriber list. There are [several ways to grow your Messenger contacts](https://respond.io/blog/facebook-business-chat#toc-mobile-8), including [Facebook Comment Auto Reply](https://respond.io/blog/facebook-comment-auto-reply) or [private replies](https://respond.io/blog/messenger-sales#toc-mobile-7), [Click to Messenger ads](https://respond.io/blog/facebook-messenger-ads#toc-mobile-4) or [links](https://respond.io/blog/messenger-link) and [Facebook QR codes](https://respond.io/blog/facebook-messenger-code#toc-mobile-6). Lastly, remember customers have to be signed in to their Facebook accounts to be added to your contact list. With this in mind, let’s move on to the next section, where you’ll learn how to add Messenger to website. ### How to Create a Widget Code First, let’s talk about the Messenger widget setup process. To add Facebook Messenger to a website, you need to do these two steps in sequence: - Create a Facebook Messenger widget code - Add the Messenger widget code to your website If you are a B2B business that needs to have Guest Mode on, we recommend setting up your Facebook Messenger widget via respond.io. Not only can you automate [greetings](https://respond.io/blog/welcome-messsage-for-facebook-page) or [away messages](https://respond.io/blog/away-message-for-business) and processes like [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) or [contact assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio), respond.io lets you [add a reference code](https://docs.respond.io/messaging-channels/facebook-messenger/facebook-chat-plugin#add-reference-code) to a Facebook Messenger widget to identify where contacts come from. Large businesses should consider this option. #### Generate a Widget Code on Respond.io The process for setting up a Facebook Messenger widget is simple and can be done quickly by [following these steps](https://help.respond.io/l/en/workspace-settings/growth-widgets#creating_widget). ![This%20is%20an%20image%20that%20shows%20how%20to%20set%20up%20Messenger%20widget.%20](https://images.ctfassets.net/ph8r57dk1q9w/aZT7eeqHmc2bQhiwcZtP9/a72b613309e705fdd2c03d6aa3226529/screenshot-2023-03-23-at-54336-pm_824bac8b9c535f66c6fb82739a334705.jpg) To get started, navigate to *Settings* > *Growth Widgets*. Then, click *Add Widget* and choose *Facebook Widget* before clicking *Create Widget*. After that, enter the website(s) where you want to add the chat widget and select the account you want to create a widget for. ![This%20is%20a%20gif%20that%20shows%20how%20to%20select%20an%20account%20to%20create%20a%20widget.%20](https://images.ctfassets.net/ph8r57dk1q9w/QXLH1T9BRF820fr3fmwf2/1b399342bcbbeaf4b9d70173b1a1412c/screenshot-2023-03-23-at-54433-pm_9ac3c2d183a1fefa85edd0273e246fc5.jpg) You can add a pre-filled text or customize the widget’s appearance by clicking on the *Advanced Settings* buttons. Finally, click *Generate Widget*, copy the generated script and install it on your website. If you want to connect with customers across multiple channels, an [omnichannel widget](https://respond.io/blog/omnichannel-widget) can help. You can also opt to [add a website chat widget to your website](https://help.respond.io/l/en/website-chat-widget/website-chat-widget-overview). Now that you've successfully set up your Messenger widget, the next step is to install the generated code onto your website. We’ll guide you through the installation process next. ### How to Add Facebook Messenger to Website Navigating your CMS to add a chat widget can be confusing. Below, you’ll find the instructions to install the Messenger widget code on popular site builders like WordPress, Wix, Shopify and Squarespace. #### How to Add Messenger to Website: WordPress You can now install a Messenger plugin by Meta directly from the Plugins tab in the sidebar. While the plugin itself is free, installation is only available to Business plan subscribers or Pro plan users, for those on legacy plans. ![This%20is%20an%20image%20showing%20you%20how%20You%20can%20now%20install%20a%20Messenger%20plugin%20by%20Meta%20directly%20from%20the%20Plugins%20tab%20in%20the%20sidebar.%20While%20the%20plugin%20itself%20is%20free%2C%20installation%20is%20only%20available%20to%20Business%20plan%20subscribers%20or%20Pro%20plan%20users%2C%20for%20those%20on%20legacy%20plans.%20If%20you%20are%20in%20location%20where%20Messenger%20is%20the%20ultimate%20chat%20plugin%2C%20such%20as%20the%20UK%2C%20the%20US%2C%20India%20or%20The%20Phlippines%2C%20add%20this%20to%20your%20WordPress%20site.](https://images.ctfassets.net/ph8r57dk1q9w/7r4GPeNC51bWTEErbk1iih/57d11e05dcb4ff0f6d19524da2b7e0fb/ScreenShot2022-07-29at10_56_04AM_ae2a686d2130111de0c513ead0d97358.png) To add Facebook Messenger to website on WordPress, follow these instructions: 1. Search for the Facebook Messenger widget and select it. 2. Click Install now. 3. Click Activate. 4. Look for the tab that says Customer chat. Navigate to the Getting started section and click Edit chat plugin. 5. Customize your chat plugin and complete your setup. Alternatively, integrate Messenger into a WordPress site by using the Messenger widget code. This also requires going through the paywall. There are a few ways you could add a Messenger widget code to WordPress, including installing a header and footer plugin. **1\. Add** the header and footer plugin of your choice from the Plugins page. ![alt%3D%22Once%20you%20have%20the%20Facebook%20Chat%20Plugin%20code%20ready%20you%20can%20add%20the%20headers%20and%20footers%20plugin%20to%20your%20wordpress.%22](https://images.ctfassets.net/ph8r57dk1q9w/2t6GKhEyiF5VpPgcaeDK8W/6b1c4b0a067f5828ed19350cd23a0313/ScreenShot2022-07-29at11_52_30AM_3780b1f4de40d5e11d8d672329d4bd43.jpeg) **2\. Navigate** to Headers and Footers. ![Once%20you%20have%20the%20headers%20and%20footers%20plugin%20added%2C%20navigate%20to%20it.](https://images.ctfassets.net/ph8r57dk1q9w/5EKemoHWnxNCr1NnnaESLt/68d46d8f1e46fd8792005710a253342e/WP2_4d953f50ba9acaca2b88e5f08d6bc44a.png) **3\. Add** the Facebook Messenger widget script to the footer. ![Now%20paste%20the%20Facebook%20Customer%20Chat%20plugin%20code%20into%20the%20footer%20of%20your%20wordpress%20website.](https://images.ctfassets.net/ph8r57dk1q9w/7B7QCOlBch5n5HfkVKjJUd/36df33e65a7cb1cb82fb04cea94ec0c9/WP3_80937b8193213f749743f1b437ff6489.png) You have now added Facebook Messenger Live Chat to your WordPress website. #### How to Add Messenger to Website: Wix What if you would like to add live chat to a Wix website? Once you’ve generated a Facebook Messenger widget script, follow the steps below to add it to your Wix website. Do note that you’ll require a paid subscription to access this feature. **1\. Navigate** to *Settings > Advanced Settings* ***>*** *Custom Code.* ![Now%20that%20you%20have%20you%20have%20your%20Facebook%20Messenger%20widget%20code%20ready%2C%20navigate%20to%20Custom%20Code%20inside%20Wix.](https://images.ctfassets.net/ph8r57dk1q9w/3LwcionSlOqfBe4rGZYNO8/5341eeea8ff361d711c55a35f1e6fb27/ScreenShot2022-07-20at2_05_43PM_b563dc079154f17171786268cc31d729.jpeg) **2\. Paste** the Facebook Messenger widget code and select the pages where you want the code to apply. Make sure you place the code in *Body - end*. ![Take%20you%20Facebook%20Chat%20plugin%20script%20and%20paste%20it%20inside%20the%20custom%20code%20dialog.](https://images.ctfassets.net/ph8r57dk1q9w/1PlecOccfF0Ml59US978Mm/5f8b8402f6b99b0a02b9c519e858d7ae/WixStep2_3f9082e6ce590b7a275daafe701ba192.png) You have now added the Facebook Chat Widget to your Wix website. ![Now%20the%20Facebook%20Messenger%20widget%20will%20show%20up%20on%20your%20Wix%20Website.](https://images.ctfassets.net/ph8r57dk1q9w/1KVdOb4JC9Q8QqMi1qbH2z/aeb1e47823f48be3e15f7ac32ec69543/WixStep4_a5049d2beb1270d8994380266d8bac94.png) #### How to Add Messenger to Website: Shopify Once you have the Facebook Chat widget script, follow these steps to you need to integrate Facebook Messenger into a Shopify website. **1\. Navigate** to Online Store and edit code. ![Once%20you%20have%20your%20Facebook%20Customer%20chat%20plugin%20script%20ready%2C%20Navigate%20to%20your%20shopify%20themes%20and%20edit%20the%20code.%20This%20is%20worth%20doing%20if%20you%20are%20using%20Shopify%20in%20a%20country%20where%20Messenger%20is%20popular%2C%20such%20as%20India%2C%20the%20Philippines%2C%20the%20United%20Kingdom%20%28UK%29%20or%20the%20United%20States%20%28US%29.%20](https://images.ctfassets.net/ph8r57dk1q9w/1Pm9TqR4HCgGmkYwuRio7Z/e832da8c0d1205d19f47c10171f03307/Shopify1_9222311e39fbf060940ff01258a9e03b.png) **2\. Open** the footer.liquid section and paste the Facebook Messenger Widget script. ![Take%20the%20Facebook%20Messenger%20Widget%20code%20and%20add%20it%20into%20the%20footer.liquid%20section%20of%20your%20Spotify%20website.](https://images.ctfassets.net/ph8r57dk1q9w/vBrnPnBFG3tWMsvYEQt9U/82f7835f7e7a9e7a12ed60dd159fe001/Shopify2_b5a335efc57804262dcfc94ae519ac3c.png) You have now added the Facebook Chat widget on your Shopify website. #### How to Add Messenger to Website: Squarespace Once you have the Facebook Chat widget script, it’s time to embed Messenger in a Squarespace website. **1\. Log in** to Squarespace, select your site and open *Settings*. ![Once%20you%20have%20your%20Facebook%20Messenger%20widget%20code%20ready%20login%20in%20to%20squarespace%20to%20start%20the%20installation%20process.](https://images.ctfassets.net/ph8r57dk1q9w/5ClXIU7ojZrQbsmzZlqemM/9bd171ade9d31f477e6f1bf389945d43/SS1_862e297ff8243b57f35ef081683d720c.png) **2\. Navigate** to *Advanced Settings*. ![There%20are%20ways%20to%20Add%20Facebook%20Messenger%20to%20Your%20Website.%20To%20Integrate%20Facebook%20Messenger%20Into%20Your%20Squarespace%20Website%20Open%20Advanced%20Settings.%20This%20is%20how%20to%20Add%20Facebook%20Messenger%20to%20Your%20Website.](https://images.ctfassets.net/ph8r57dk1q9w/5sMpmQAZc9CTxTUMTR4pLJ/af59a56f3d95fb6ef8654336252e57f7/SS2_c10ae102c296fac60ddf68d2da902250.png) **3\. Navigate** to *Code Injection*. ![There%20are%20ways%20to%20Add%20Facebook%20Messenger%20to%20Your%20Website.%20To%20Integrate%20Facebook%20Messenger%20Into%20Your%20Squarespace%20Website%20Open%20Code%20Injection.%20This%20is%20how%20to%20Add%20Facebook%20Messenger%20to%20Your%20Website.](https://images.ctfassets.net/ph8r57dk1q9w/3XhVNzzbPE1bDKMyR4lfe/f1c15e20a11db1a5eb1b4bf422345d11/SS3_7587b8efd92e682517e445a85c191782.png) **4\. Paste** the Facebook Messenger Widget script. ![This%20image%20shows%20how%20to%20integrate%20chat%20to%20your%20domain.](https://images.ctfassets.net/ph8r57dk1q9w/22XGfAg0UlJ0fcs16tHCnD/e2e7b159dc9d122251c3fabbf2a3abf1/SS4_3f4c0e489e816784968c37d62b261798.png) You have now added Facebook Messenger live chat to your website. We’ve shown you how to create your Facebook chat widget code and install Facebook Chat widget on some of the most popular site builders. Want to chat with customers on Messenger widget and other channels, as well as access their contact details and chat history in a centralized inbox? [Register for a respond.io account](https://app.respond.io/user/register) now. ### Further Reading And that’s how you get a Messenger widget to add Facebook Messenger to your website. If you enjoyed reading about how to grow your business with the ultimate chat widget, learn more about instant messaging for business with these blog posts: - How to Use WhatsApp Integration with Website - The Ultimate Guide to Telegram Business - The Ultimate Guide to Viber for Business ## [AI Agents that don’t crack under pressure: How respond.io’s AI agents work reliably at scale](https:/respond.io/blog/how-respondio-ai-agents-work) A peek under the hood: AI Agents engineered for high-volume B2C conversations. Built on 99.999% uptime, platform-level grounding, strict guardrails and a modular architecture for accurate and consistent responses to drive revenue at scale. Mid-market B2C businesses running high-volume conversations across WhatsApp, Instagram, Messenger and TikTok aren’t just looking for the latest shiny new AI features and bold promises; they want reliable AI Agents that bring in revenue and won’t break customer trust. Respond.io, a customer conversation management platform, is built for endurance, not theatrics. Our [AI Agents](https://respond.io/ai-agents) lead the innovation curve without sacrificing what matters most: Uptime, compliance and customer trust. For 9 years, we’ve delivered new channels, APIs and automations at a pace few can match, all while helping over 10,000 B2C brands manage customer chats and calls at scale. That same dynamism and discipline now fuel your AI Agents. ### Why trust respond.io’s AI Agents vs other customer conversation platforms? Mid-market B2C teams that depend on conversations to drive revenue need AI Agents they can rely on too. While most platforms layer AI onto their solutions, respond.io integrates it at the platform level where context, customer data and compliance already live. - Built on a proven platform: The same infrastructure that powers billions of chats with 99.999% uptime as shown on our status page now supports AI Agents, built on modular, event-driven architecture that easily integrates with new AI models and capabilities. - Rapid but never reckless: Respond.io’s track record shows fast, stable and secure feature rollouts with AI Agent capabilities leading the roadmap. - True omnichannel intelligence: AI Agents work in a unified inbox with your chats, calls, campaigns and CRM data for full context to respond and act. - Multimodal and multilingual: AI Agents handle voice calls, interpret emojis, images, PDFs with tables, even audio in multiple languages, and reply contextually. - Secure and compliant: ISO 27001 certified and GDPR-ready. All data is encrypted in transit and at rest, with role-based access, SSO and audit logs for full control and traceability. Your data is never used to train AI models. - Partnership at every step: Guided onboarding, 24/7 support, on-demand success calls and more help you accelerate results and sustain growth. You’re building on a highly-rated platform designed to scale revenue generation and customer loyalty, with AI Agents that embody that mission. ### How AI Agents reply and act consistently: 6 core principles Respond.io ensures accurate and consistent AI Agent behavior by enforcing 6 principles: task specialization, grounding answers in verified business truth, actionability, real-time execution, quality control and continuous refinement. ![Respond.io%27s%20AI%20Agent%20architecture%20guarantees%20accuracy%2C%20predictability%20and%20consistency%20using%205%20principles%3A%20Specialization%20%28Role%20Definition%20for%20micro%20agents%29%2C%20Grounding%20%28Retrieval-Augmented%20Generation%20to%20ground%20answers%20in%20verified%20knowledge%29%2C%20Actionability%20%28Task%20Execution%29%2C%20Quality%20Control%20%28Guardrails%29%2C%20and%20Refinement%20%28Continuous%20Feedback%20Loops%29.](https://images.ctfassets.net/ph8r57dk1q9w/ry7xlK6a1ftmZONzUBV5k/4a2ea38b7f502e9e11089de61b55f5e1/Concepts___Respond.io-s_AI_Agent_-_Image_1__1_.png) Powerful AI Agents are easy to demonstrate but much harder to govern at scale. The difference between a good demo and a reliable system is whether AI Agents behave predictably in high-volume B2C environments, where every answer influences revenue. Here's how we do it. #### 1\. Specialization: Agents designed with purpose AI Agents perform best when they have a clearly defined role. Shape each agent around a specific function — like reception, [sales](https://respond.io/blog/ai-sales-agent) or [support](https://respond.io/blog/best-ai-agents-for-customer-support) — so it can operate with focus and discipline. This role-based approach reduces ambiguity, strengthens accuracy and mirrors how high-performing teams work in the real world. #### 2\. Grounding: Answers based on verified truth Every reply is anchored in your business truth through retrieval-augmented generation (RAG). The AI Agent retrieves verified information from your approved [knowledge sources](https://respond.io/help/convert-leads/how-to-write-effective-ai-knowledge-sources) before responding, ensuring accuracy, traceability and compliance. This protects your brand tone and prevents the guesswork that leads to hallucinations or misinformation. #### 3\. Actionability: AI that moves conversations forward Your AI Agents do more than answer. Because they operate inside a unified inbox with chats, campaigns and CRM data, they can take meaningful steps within a conversation, including qualifying leads, updating context, routing customers, applying lifecycle logic and leaving internal comments that keep teams aligned. This turns AI into an operational teammate that moves outcomes forward, not just replies. #### 4\. Real-time execution: AI that acts on live business data AI Agents can securely send HTTP requests during conversations to fetch or update data in external systems like CRMs, order platforms or booking tools. This allows them to verify lead status, check eligibility, retrieve order details or trigger workflows in real time — resolving more conversations end to end without human checks. #### 5\. Quality Control: Guardrails that protect customer trust AI Agents operate within strict guardrails that define what they can say, do and access. These controls ensure the agent stays on-brand, respects compliance requirements and escalates sensitive scenarios to humans when needed. You [decide the boundaries](https://respond.io/help/ai-agents/how-to-write-effective-ai-agent-prompts); the system enforces them with consistency. The result is automation you can trust, even in high-stakes customer moments. #### 6\. Refinement: A system designed to get better with use If an AI Agent gives a wrong answer, most platforms leave you guessing why. Respond.io's continuous learning loop closes that gap. Every interaction is tracked and evaluated — so if something ever breaks, you can see exactly where it happened, which knowledge source failed, and what the agent said instead of what it should have. You patch the source, the agent updates, and the same failure doesn't happen twice. As your business changes — new products, revised policies, updated pricing — your AI Agent changes with it. Not because someone manually reprogrammed it, but because the system is built to stay aligned with your current business truth. The result is an AI Agent that earns trust over time instead of losing it. ### The tech stack: Inside the scalable architecture powering AI Agents Respond.io’s AI Agents operate on a modular, event-driven stack powered by AWS Lambda for compute, Amazon OpenSearch Serverless for vector knowledge, and a multi-model engine (OpenAI, Gemini, Mistral) for specialized reasoning. Its modular architecture allows each AI component to be upgraded independently so it can integrate with newer AI models and micro-agent capabilities seamlessly. Here is how the system maintains consistency, stability, and speed at scale. ![Respond.io%u2019s%20scalable%20AI%20Agent%20architecture%20is%20a%20modular%2C%20event-driven%20system%20built%20on%20AWS%20Lambda%20with%20an%20AI%20Orchestrator%20coordinating%20specialised%20micro-agents.%20It%20features%20an%20always-updated%20knowledge%20layer%20using%20OpenSearch%2C%20Apify%20crawling%20and%20OCR%2C%20a%20multi-model%20approach%20with%20OpenAI%2C%20Gemini%2C%20Mistral%20and%20ElevenLabs%2C%20and%20a%20high-speed%20Redis%20queue%20ensuring%20low-latency%20performance%20during%20traffic%20spikes.](https://images.ctfassets.net/ph8r57dk1q9w/6q6Oic6ZFJyMQ7Pb5GpfEw/26bff434d39cb278cf7822c7d84e6034/Concepts___Respond.io-s_AI_Agent_-_Image_8.png) #### Engineered for long-term durability and architectural stability AI Agents run on a **modular, event-driven architecture** built on **AWS Lambda** to stay responsive even during the heaviest traffic spikes. At the core is an **AI Orchestrator** that coordinates a network of specialized micro-agents, each handling a focused task such as knowledge retrieval or conversation assignment. This separation of responsibilities keeps performance predictable, isolates faults and prevents cascading failures when volumes surge. #### Grounded in an always-current, enterprise-grade knowledge layer Accurate responses start with accurate data. Your AI Agents draw from a **secure vector database** on **Amazon OpenSearch Serverless**, which stays continuously up to date through a dual-pipeline ingestion system. An **Apify web crawler** keeps your website and public content refreshed, while an **OCR engine** turns PDFs, images and tables into clean, structured information. As this knowledge layer maintains itself, AI Agents always respond with verified, current truth. #### Intelligence powered by a multi-model strategy Rather than depend on a single model, the platform uses a multi-model approach. - OpenAI handles advanced reasoning - Google Gemini powers high-quality semantic search embeddings - Mistral and ElevenLabs support nuanced multimodal tasks such as image and audio inputs Each request is handled by the model best suited for the task, ensuring your AI Agents respond accurately and naturally across use cases. This stack is continuously updated to ensure the latest AI models are used. #### Designed for reliability during peak seasons and sudden volume spikes High-volume B2C businesses need systems that don’t buckle under pressure. Respond.io uses **Redis** as a high-speed in-memory datastore to queue and manage AI workloads with minimal latency. A robust rate-limiting framework ensures fair, predictable processing even when thousands of customers reply at once. This protects business continuity during your highest-earning moments, such as major campaigns or flash sales. #### Continuously monitored for consistency, compliance and improvement Every AI interaction is tracked and evaluated using tools like **Langsmith** and **Ragas** to measure accuracy, relevance and faithfulness. This creates a full audit trail for compliance and a feedback loop that strengthens the system over time. The result is an AI you can trust to operate with discipline today and improve with every conversation tomorrow. ### Customer stories: More qualified leads and higher ROI with AI Agents It’s easy to make AI Agent demos that look flashy and impressive, but measurable outcomes tell the real story. Customers who implement AI Agents on respond.io see results within weeks. ![This%20image%20shows%20real%20customer%20results%20from%20respond.io%20AI%20Agents%3A%20iMotorbike%20automates%2070%25%20of%20chats%20to%20handle%202x%20more%20leads%2C%20GetTUTOR%20lifts%20leads%20by%2050%25%20within%202%20months%20of%20using%20AI%20Agents%20on%20respond.io%20after%20trying%20to%20achieve%20the%20same%20on%20Sleekflow%2C%20luxury%20car%20dealership%20Automax%20handles%2080%2C000%20WhatsApp%20replies%20automatically%20and%20assigns%20only%20qualified%20buyers%20to%20humans%20for%2042.5x%20more%20ROI%2C%20while%20digital%20services%20agency%20JU%20Productions%20boosts%20sales%20718%25%20after%20using%20AI%20agents%20to%20qualify%20leads%20and%20filter%20spam](https://images.ctfassets.net/ph8r57dk1q9w/2uwNln5Wu6s3sove9aZV0X/06e1015ed6b008440e81a468b5d9b607/Concepts___Respond.io-s_AI_Agent_-_Image_3.png) - AI Agents manage over 70% of iMotorbike’s chats, so the team no longer struggles to keep up with routine sales inquiries. The online motorbike marketplace now handles 2× more leads daily and slashed response times by 67%. - Education consultancy GetTUTOR increased leads by 50% and saw a 24% uplift in sales within 2 months of using AI Agents on respond.io after trying to achieve the same on Sleekflow. - Luxury car dealership Automax® lost leads and faced limitations on growth when using the WhatsApp Business App manually. Since implementing respond.io, the business now uses an AI Agent to handle responses to over 80,000 WhatsApp broadcasts monthly, assigning only qualified buyers to humans and driving 42.5x more ROI. - Photography and digital services agency JU Productions was overwhelmed with spam and inappropriate messages in response to its ads. After implementing respond.io's AI Agents to qualify leads and filter out spam, it saw a 718% increase in sales. These results aren’t one-offs or vanity metrics. They’re proof of significant ROI and growth when AI Agents are engineered for real business outcomes. #### Start driving revenue at scale with AI Agents Businesses across industries like healthcare, automotive, beauty, travel and education are scaling faster than ever with AI Agents on respond.io. Your next stage of growth doesn’t need more headcount, it needs AI Agents built to scale with you. But don’t just take our word for it. [Create your AI Agent, free today](https://app.respond.io/user/register). ## [AI Sales Agent Tips to Enhance CX and Convert Faster](https:/respond.io/blog/ai-sales-agent) These AI sales agent tips show you how to use AI not just as a chatbot, but to automate your entire sales funnel from lead qualification to bookings. Wondering how an AI sales agent can help boost your business? AI sales agents are more than just a trend, with [more than half of businesses exploring the use of AI agents and 37% actively using them](https://kpmg.com/kpmg-us/content/dam/kpmg/corporate-communications/pdf/2025/q4-pulse-deck.pdf). It’s important to remember that not all AI sales agents are created equal. We’ll show you the benefits, pitfalls to avoid, how to choose the best one to meet your needs, and how to use them to increase sales and create great customer experiences. ### What is an AI Sales Agent? AI sales agents are often equated with chatbots, but they can do so much more. It’s an autonomous system that can pick up calls, qualify leads, schedule meetings, answer FAQs, share product information, update customer records and manage complex routing and assignment tasks. It saves hours of routine effort so human agents have time to focus on the conversations that require a human touch. These can be stand-alone software products or built into a conversation management platform like respond.io. A conversation management platform powered by AI is the best choice for businesses that handle most of their customer conversations via instant messaging. ### 4 Benefits of Using an AI Sales Agent An AI sales agent incorporated in a conversation management platform streamlines the entire sales process, enabling your business to convert leads to customers faster and provide prompt support to retain them. Here are five benefits to expect from an AI sales agent solution. ![4%20Benefits%20of%20Using%20AI%20Sales%20Agent%20-%20Instant%20replies%2C%20focus%20on%20quality%20leads%2C%20increase%20revenue%2C%20scale%20faster](https://images.ctfassets.net/ph8r57dk1q9w/7Dp3gWX8bEOLmCqimtEdTP/84f50cbd27b86ccdd2296da0d20c0047/How_To___AI_Sales_Agent_Image_1.png) - No more missed opportunities due to slow replies- respond instantly to inquiries on any channel. - Give human agents time to focus on quality leads - an AI agent can automate routine tasks like qualifying leads, identifying spam, routing customers to the right agent and scheduling meetings, so sales agents can focus on the ones who are ready to buy. - Increase revenue by converting faster - with a faster sales process, you’ll close deals faster and boost your bottom line. - Scale your business efficiently - an AI agent and automation help you scale fast without needing to hire additional team members Now that you know the benefits, it’s important to think about the kind of experience you want customers to have. AI Agents can manage many conversations autonomously, but some situations still call for human judgment. The key is choosing a solution that balances automation with seamless handoffs to human agents when needed. ### Good vs Poor AI Sales Agent Experiences Some businesses may be reluctant to use an AI sales agent because, let’s face it, we’ve all had a bad experience with AI as a customer. You know the frustration of going through endless loops with a bot who can’t give you a straight answer, doesn’t understand your question and won’t let you chat with a human, so you wouldn’t want to put your customers through this. For example, we tested out an experience with [Wati](https://respond.io/wati-alternative)’s AI agent, which does not provide any option to route to a human. First of all, it took us in a confusing loop asking whether we had an account. The correct answer was apparently “no,” as trial accounts don’t count. Then, it provided a list of topics that were not relevant to the query. Finally, it said it would take us to “chat support.” But this “support” was in fact, yet another AI agent, who lacked the knowledge to answer the question and concluded the conversation with no option to speak to anyone. To be fair, we were having this conversation for experimental purposes, but a genuine potential customer facing this experience would be turned off and may not return. On the other hand, a well-trained AI agent can actually improve the customer experience by providing faster answers to common inquiries and prioritizing access to a human agent for more urgent or high-value requests. One of our customers uses respond.io’s AI Agent to collect information about tuition course interests. It passes on the data gathered to a human agent who can then easily match the customer with a tutor. That means a customer gets an instant response when they start a chat, expectations for speaking to a human are managed, and there’s no need for them to repeat information to the sales agent. Here’s a recap of what a good and poor AI sales agent experience looks like. | Poor Experience | Good Experience | | --- | --- | | Takes customers in circles | Leads the customer on a journey | | Limited answer options | Flexibility in responses | | Limited knowledge | Full company and product knowledge | | No option to speak to a human agent | Provides option to speak to a human agent | How do you choose and implement an AI agent that’s capable of providing a good experience to leads and customers? Here’s what you need to know. ### What to Look for in an AI Sales Agent Platform If you’re considering an AI sales agent to help manage leads and customers over instant messaging, these are the most important features to think about. ![Icons%20showing%20what%20to%20look%20for%20in%20an%20AI%20sales%20agent%20-%20learns%20from%20company%20resources%2C%20allows%20AI%20to%20fully%20handle%20conversations%2C%20escalates%20to%20human%20agent%2C%20track%20record%20of%20success](https://images.ctfassets.net/ph8r57dk1q9w/4AmY3N0TuqNJE7H6CI5xwE/ba8bc5775bfc5f6d1e12facf5425430a/How_To___AI_Sales_Agent_Image_2.png) #### Learns from Company Knowledge Sources Remember that any AI agent needs to be trained; to be most effective, it should learn from your own company knowledge sources. An AI agent relying on general information from the internet will not give your customers accurate answers. Some platforms, like [Sleekflow](https://respond.io/sleekflow-alternative), only allow businesses to upload PDF documents. While this provides basic information and may be enough for an AI agent to answer FAQ, it’s still limiting. Choose a platform that enables an AI agent to crawl your entire website and help center, ensuring it has full, up-to-date knowledge of your business. #### Allows AI to Fully Handle Chats and Calls While some conversations still require a human touch, others can be fully handled by AI. Select an AI agent that has this capability, essentially giving you a 24/7 sales and support team. Now this doesn’t mean AI should replace your sales and support agents. Even the best-trained AI occasionally falls short when it comes to complex problems. What AI can do well is answer routine questions and follow up with unresponsive customers when humans aren’t around. It can also identify whether a lead is a genuine prospect or spam. For simple purchases, AI may even be able to close a sale over chat or voice call, guiding a customer through the payment process. The most effective AI sales agents don’t just talk—they act. Look for platforms that allow AI agents to securely connect to external systems during a conversation. With real-time API access, AI agents can verify lead eligibility, check booking availability, retrieve order status, or update CRM records instantly—without waiting on a human or switching tools. This turns AI from a conversational layer into an operational sales assistant that moves deals forward autonomously. #### Escalates to a Human Agent When Needed For high value purchases or more complex issues, it’s important to make a human agent accessible. Select a platform that offers a seamless [handover process from AI agent to human agent](https://respond.io/help/convert-leads/how-to-route-contacts-to-preferred-ai-objective-step). For example, respond.io AI Agents do much more than chatting, allowing you to route conversations to humans. #### Track Record of Success Nearly every platform claims to have some form of AI capability, but that doesn’t mean it functions properly. Choose a platform that’s mature and has proven success for businesses like yours. Respond.io has been in the business for nine years and we’re continuously improving the platform to meet the needs of our customers. Our customers have a high satisfaction rate with AI agent, with 91.5% of those who try it out continuing to use it. ### How to Use an AI Sales Agent Throughout the Funnel An AI sales agent can be used in any stage of your sales funnel, from responding to initial inquiries from leads, to qualifying them, to making a sale, to retaining customers with quick support. #### Scale Faster with AI Agent Prompt Templates To reduce setup time and errors, respond.io provides ready-made AI Agent prompt templates that can be inserted directly into an agent’s Instructions and Actions. These templates cover common needs like communication style, boundaries, qualification logic, escalation, and conversation closing. Instead of starting from scratch, teams can customize proven prompt structures, resulting in more predictable AI behavior, faster deployment, and fewer misrouted conversations—especially for non-technical users or teams scaling AI across departments. #### Provide Instant Replies When someone contacts your business, they expect a reply right away. If they don’t get it, they’ll likely go to a competitor. But keeping up with a large number of inquiries on multiple channels is a challenge for human sales teams. An AI agent can autonomously greet customers and manage expectations for leads. Respond.io’s improved AI system replies faster because it avoids processing unnecessary information. It focuses only on the exact task needed, which reduces lag and makes responses more reliable even during peak hours. “Handling high volumes of conversations can be challenging for businesses, and they don’t want to sacrifice service quality. This is where conversational AI adds value by providing prompt, high-quality responses at a much larger scale and lower cost,” said Gerardo Salandra, the co-founder and CEO of respond.io, also chairman of The Artificial Intelligence Society of Hong Kong. #### Streamline Lead Qualification Businesses who are running click to chat ads often struggle to qualify leads manually when a large number of responses are coming in. An AI agent can ask qualifying questions and then take a desired action. Qualified leads may be guided by AI to make a simple purchase or [assigned to an appropriate salesperson](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) if needed. To remove manual bottlenecks, respond.io AI Agents can automatically add or remove predefined contact tags during conversations, based on what a lead says or does. You control exactly which tags the AI is allowed to use and when, and the AI simply executes those instructions in real time. This allows leads to be classified instantly, workflows to trigger without human input, and routing or follow-ups to happen automatically—resulting in cleaner data, faster automation, and fewer missed opportunities. Here’s an example of how to [qualify leads based on budget](https://respond.io/help/convert-leads/how-to-automatically-qualify-contacts-based-on-budget-using-ai-agent) using respond.io. Respond.io provides customizable workflow templates for common goals, so it’s easy to set up. #### Answer Frequently Asked Questions Another task that takes up hours of sales agents’ time is answering FAQ. [An AI agent can easily answer common questions](https://respond.io/help/ai-agents/getting-started-with-ai-agents#support-agent-template) based on its knowledge of your business. Unlike an FAQ menu, AI allows flexibility and feels more like a conversation. As long as the information is in your knowledge base, the AI agent should be able to answer. #### Manage Booking and Payment Processes For some bookings and purchases, you can automate the entire conversation all the way to a conversion. For instance, you can configure your AI Agents to send calendar or payment links. When a payment or booking is made, a human agent will then be notified. #### Route to a Human Agent to Close Deals or Handle Complex Issues However, depending on the type of business, customers may need to speak to a human before making a decision. For high-value products or more personalized services like beauty treatments or educational courses, a human salesperson will need to step in. The AI Agent can hand off the conversation to an available agent, with key details [captured internally as comments](https://respond.canny.io/changelog/ai-agents-can-now-add-internal-comments) to support a smooth transition. Respond.io’s User Takeover feature ensures a smooth handoff: the moment a human agent steps in, the AI stops responding instantly. This prevents confusion, mixed messages, or delays — something many competing platforms still struggle to handle cleanly. That's not all. When a conversation requires more back and forth, it is common for customers to take their time, even forgetting about it. AI Agents can also be configured to follow up with stalled conversations and prevent drop-offs. If there's still a need for clarification, either agents or AI agents can jump into a call. ### Examples of AI Sales Agents in Action Now that you know how to use an AI sales agent with a conversation management platform like respond.io, let’s look at some examples of an AI sales agent in action. #### Respond.io Qualifies Leads with AI Agent We use our own AI agent for support when a human agent is unavailable. However, our support contact button is also sometimes the first point of contact for leads. When an unknown contact comes in, it can be difficult to know if it’s someone with a genuine inquiry or if it’s spam. Responding to spam inquiries wastes agents’ time, while ignoring unrecognized contacts may lead to missed opportunities. Customer Support Lead [Nabila Hishamuddin](https://www.linkedin.com/in/nabilahisham/) explains, “We tried using respond.io’s AI agent as the first point of contact for certain types of conversations; for example, if the person didn’t provide their email address when asked or if they were a first-time contact who didn’t make it clear what they wanted.” As expected, the majority of conversations were indeed spam or irrelevant, but an astounding 41% of conversations that would have dropped off and gone unanswered were from real people with real questions. The AI agent successfully handled 54% of these high-value conversations and passed 8.9% of them on to a human agent when asked. While AI isn’t perfect, it’s a valuable tool for providing fast answers while allowing salespeople time to prioritize clearly qualified leads. #### GETUTOR Closes Deals Faster with an AI Sales Agent to Collect Information One of our customers, [GETUTOR](https://respond.io/customers/sleekflow-alternative-review-by-getutor), an educational consultancy in Hong Kong, needed an AI-powered solution to streamline message management over WhatsApp. First, the business subscribed to Sleekflow but was disappointed. GETUTOR CEO Jedi Hui says, “I initially had high expectations about Sleekflow’s AI features, but their performance didn’t align with our needs.” So he turned to respond.io for an AI tool that delivered as promised. With respond.io’s Workflows automation, GETUTOR implemented an [AI agent](https://respond.io/help/workflows/step-ai-agent) to manage initial inquiries and gather student information and preferences. Then, the AI agent compiles the information and automatically assigns the lead to an available human agent. Since implementing this method, **the number of leads the business handles per day has increased by 50%**. #### How iMotorbike Doubled Lead Volume with AI-Powered Automation iMotorbike, a leading online marketplace for pre-owned motorbikes in Malaysia and Vietnam, turned to respond.io’s AI Agents to overcome operational challenges caused by high message volumes and fragmented customer journeys. By customizing AI Agent templates for buyers, sellers, and service-related inquiries, the company created tailored conversational flows that defined context, assigned chats to the right teams, and tracked customer lifecycle stages automatically. Trained on iMotorbike’s own knowledge sources, the AI Agents now manage complex, multilingual interactions across WhatsApp, Messenger, TikTok, Instagram, and web chat — resolving most inquiries without human intervention. The results were immediate and measurable. Within the first month, **AI Agents handled over 70% of all conversations**, allowing the team to focus only on qualified leads. **Response times improved by 67%**, while the company managed **twice as many leads daily** compared to before implementation. This combination of automation, instant replies, and precise lead routing not only improved customer satisfaction but also drove higher sales conversions, setting iMotorbike up for scalable growth across multiple markets. ### Choose Respond.io's AI Sales Agent If you’ve decided your business needs an AI sales agent, respond.io offers a proven solution to manage chats on any channel with AI. Choose respond.io so you can: - Answer FAQs with information from all company knowledge sources - Create a unique AI persona tailored to your brand voice and business needs - Qualify leads by collecting lead details - Handle voice calls with an AI Agent - Promptly route leads and customers to the right agent - Automate bookings and payments And more! If you’re ready to get started, [sign up](https://app.respond.io/user/register) for a free trial or [contact us for a consultation](https://respond.io/demo) today. ### Further Reading If you’ve found this article helpful, check out our other content on how AI can benefit your business. - Conversational AI for Sales: Close Deals in the AI Era - Respond.io AI: A Gateway to Conversational Excellence - Conversational AI Platform: Securing Success with AI Chat ## [Alibaba Awards Rocketbots’ CEO Gerardo Salandra MVP in Global Awards Announcement](https:/respond.io/blog/press-alibaba-awards-rocketbots-ceo-gerardo-salandra-mvp-in-global-awards-announcement) The Alibaba Cloud MVP Award puts Rocketbots at the forefront of Alibaba’s technology ecosystem Rocketbots’ CEO Gerardo Salandra has been awarded [Most Valuable Professional](https://mvp.alibabacloud.com/) (MVP) by Alibaba in recognition of his capability to leverage Alibaba Cloud’s suite of technologies, especially in the case of the Rocketbots’ Artificial Intelligence technology platform. In an interview, Mr. Salandra expressed the crucial nature of Alibaba Cloud, > *“In my experience building Artificial Intelligence applications, having the right cloud infrastructure is as essential as the code itself. That is why I believe a good understanding of cloud computing will rapidly become one of the main competitive advantages of startups in the digital economy.”* ***\-Gerardo Salandra, Rocketbots’ CEO*** The Alibaba Cloud MVP Award puts Rocketbots at the forefront of Alibaba’s technology ecosystem. Allowing the startup to get access to products not yet released to the public and provide guidance to Alibaba Cloud engineers on the further development of the platform. Gerardo will also be joining the Alibaba MVP summit, where he will have the chance to share his experience developing Artificial Intelligence products. Rocketbots has moved from Amazon Web Services (AWS) to Alibaba Cloud for a server suite that is more scalable & suitable for its self-learning customer conversation platform. The move comes after Rocketbots joined forces with Alibaba Cloud International to pioneer Deep Learning development on their cloud infrastructure in early 2018. Since making the switch to [Alibaba Cloud](https://www.alibabacloud.com/?utm_content=g_1000040932), Rocketbots has seen a 65% reduction in server costs, freeing up additional funds for the optimization of its neural network. The switch has also helped generate a 25% increase in performance which is crucial in supporting the ever-increasing number of messages being sent each day on the platform. **About Alibaba Cloud** Alibaba Cloud is the largest [Cloud Computing](https://www.alibabacloud.com/knowledge/what-is-cloud-computing?utm_content=g_1000040933) provider in Asia. It provides cloud computing services to online businesses and Alibaba Group’s own e-commerce ecosystem. Alibaba Cloud’s international operations are registered and headquartered in Singapore, and the company has regional headquarters in Dubai, Frankfurt, Hong Kong, London, New York, Paris, San Mateo, Seoul, Africa, Sydney, and Tokyo. ## [All You Need to Know about Secure Messaging ](https:/respond.io/blog/secure-messaging) Protect yourself and your customers with a proactive security approach. Learn about data security, best practices, and choosing a secure messaging platform. Data breaches are all too common in today’s secure messaging landscape. From [Telegram](https://cisomag.com/telegram-data-breach/) and [Facebook Messenger](https://firewalltimes.com/facebook-data-breach-timeline/) to [Slack](https://www.wired.com/2015/03/slack-admits-hacked-enables-2-factor-authentication/), no enterprise is safe from incidents. Even in 2023 alone, we’ve seen a staggering [8 billion](https://www.itgovernance.co.uk/blog/list-of-data-breaches-and-cyber-attacks-in-2023) data breaches and cyber-attacks. But these statistics aren’t really about the numbers — it’s a wake-up call for businesses like yours to take data security and secure messaging seriously. While it’s impossible to guarantee complete protection against breaches, you can minimize the risk by adopting a proactive security approach to better protect your organization and, more importantly, your customers. ### What is Data Security? At its core, data security is about protecting your [digital information](https://nordvpn.com/cybersecurity/glossary/digital-information). Much like keeping your valuables safe in a bank, data security keeps your data safe from both malicious (e.g., phishing) and unmalicious (e.g., human error) incidents through a variety of methods such as access control, encryption, [Two-Factor Authentication](https://respond.io/blog/december-2023-updates-two-factor-authentication-improved-platform-onboarding-dark-mode-for-respondio-inbox) and security audits. The level of diligence your organization needs to place on data security will differ widely across sectors. For instance, consider a financial institution or hospital handling sensitive personal data. The potential consequences of a security breach are significantly higher for them, given the need to comply with specific regulations, such as HIPAA and GDPR, compared to a family-run business selling used electronics through Facebook Marketplace. That said, regardless of your size or industry, data security must be made a priority as the credibility of your entire business hinges on it. ### Secure Instant Messaging to Emails: Why Data Security Matters Getting data security right is non-negotiable. The global average cost of a breach in 2023 was [USD 4.45 million](https://www.ibm.com/reports/data-breach). Moreover, a study by McKinsey found that [87% of customers](https://www.mckinsey.com/~/media/McKinsey/Business%20Functions/Risk/Our%20Insights/The%20consumer%20data%20opportunity%20and%20the%20privacy%20imperative/The-consumer-data-opportunity-and-the-privacy-imperative.pdf) claimed they would not do business with a company if they had concerns over its security practices. ![Image%20showing%20consequences%20of%20poor%20secure%20messaging.](https://images.ctfassets.net/ph8r57dk1q9w/3EKCOGvBsvsol8f8sFhYoj/5b4ecd3ef1d0516c990e8240cd6a0757/articles-respond-security-features-image-01-1_0c2f08273ff2a1c18b49d4fd50237d71.png) These two statistics mean one thing: there is no room for error as the stakes are high. Security isn’t just a nice-to-have; it’s a necessity as the consequences for getting it wrong include: #### Financial Costs Breaches aren't cheap, and the associated financial costs can make even conglomerates wince. Beyond legal and regulatory penalties, expect to spend substantial resources on incident response, compensating your customers, crisis management and developing more up-to-date security infrastructure. Worse yet, if your organization is publicly listed, a breach will almost always impact your share price, bringing your market value down. #### Legal Repercussions Businesses have a legal obligation to take clear steps in protecting their customers' data, and regardless of whether a breach was intentional or accidental, they will bear the full brunt of penalties. Though penalties vary greatly based on specific jurisdiction and industry, businesses can expect a combination of fines, regulatory sanctions, public notice requirements and even individual lawsuits from customers themselves. #### Reputational Damage The lifeblood of any organization lies in its customers as without them, there would be nobody to sell products and services to. A breach of security is also a breach of your customers' trust. No one wants their personal information, be it addresses or credit card details, to fall into the wrong hands. Customers also talk. So, beyond them taking their business elsewhere, don't be surprised if they start sharing their experiences with friends and family, as well as through negative online reviews and social media posts. ### Best Data Security Practices for Business Messaging [23 billion instant messages](https://www.forbes.com/sites/forbestechcouncil/2021/01/06/the-past-present-and-future-of-messaging/?sh=115c388f9f17) are sent in a day along with [361.6 billion emails](https://www.statista.com/statistics/456500/daily-number-of-e-mails-worldwide/), which should impress upon you the monumental task that is ensuring the security of your business messaging. This can feel daunting since your organization and solution are only as good as the security that supports them, so taking things one step at a time is advisable. ![Image%20covering%20best%20practices%20to%20secure%20your%20text%20messaging%20experience%20by%20sharing%20secure%20messaging%20best%20practices.](https://images.ctfassets.net/ph8r57dk1q9w/3Z8zwL1TrR14V5OPM4NlBn/39cd9e19cdc0973dbf59f5fb8d979ccd/articles-respond-security-features-image-02_315900bbc8859c41b5e9a91c6ea8bb9f.png) It’s impossible to ensure everything sent and received is airtight but so long as you maintain these key practices, you’ll be able to significantly streamline your security processes: #### #1 Educate Your Employees and Users The human element is often the [weakest link](https://www.alertlogic.com/blog/why-humans-weakest-link-cybersecurity/) in breaches, with both employees and customers being equally vulnerable. To mitigate this, consider implementing comprehensive and frequent training sessions on best data security and secure messaging practices. These sessions could include workshops on security policies, phishing awareness and even preventative measures. Utilizing a mix of webinars, newsletters and interactive e-learning platforms also helps ensure your content is accessible and engaging for as broad an audience as possible. #### #2 Create an Incident Response Plan In the event of a security breach, every minute counts in controlling the damage and preventing the situation from worsening. [Incident response plans](https://www.techtarget.com/searchsecurity/feature/5-critical-steps-to-creating-an-effective-incident-response-plan) are worth their weight in gold here as they provide a clear roadmap that outlines what actions need to be done and which stakeholders should be contacted during a breach. From incident identification to recovery to addressing PR issues, these plans keep an otherwise chaotic affair systematic. #### #3 Conduct Regular Audits Businesses must always strive to achieve two objectives: continuously improve their security practices and minimize complacency. One tried-and-tested method for accomplishing this is through internal security audits, which help keep teams vigilant. Security audits assess whether your established security standards are being upheld and identify any potential vulnerabilities and gaps that need to be addressed before they can be exploited, ultimately helping you avoid hefty costs in the future. #### #4 Have a Clear Data Security Policy Having a clear, well-defined data security policy does more than outline how you comply with laws and regulations, handle data usage and collection and define who has access. It signals to customers that you are fully committed to securing their data and are being transparent about it, ultimately strengthening your reputation as a responsible organization. That said, a policy is only effective if it's actually being read. Remember your audience: chances are, they're not all lawyers, so avoid technical jargon and ensure your policy is written in simple language. ### What to Look for in a Secure Messaging and CRM Platform You could follow the above best practices to the tee, but if the platform you’re using is inherently vulnerable, it would be for nothing. The platform you choose to use to interact with your customers is just as important as the practices you implement. ![Image%20covering%20features%20secure%20crm%20software%20and%20top%205%20most%20secure%20CRM%20solutions%20should%20have.](https://images.ctfassets.net/ph8r57dk1q9w/3eiBrCiGMN6jbuFwla5W7a/f4e2ae65d8ca0555e1006a2330a4b14a/articles-respond-security-features-image-03_7c736eb23edcea4a10840c58c2332a49.png) To help you select the most secure messaging platform, ask the following questions about your choice: #### Does it have end-to-end encryption? Having end-to-end encryption is a must-have to protect your data not just from malicious entities, but from governments and even large corporations. This encryption ensures that messages are fully secured from the moment they are sent until they are successfully delivered to the intended recipient, a feature particularly important for communication. #### Does it use secure cloud-based storage? Storing data in the cloud is convenient and widespread, and though it can offer considerable data protection note that the level of security depends entirely on the provider. For instance, Microsoft Azure, Google Cloud Platform (GCP) and Amazon Web Services (AWS) are known to be some of the most reputable and safest providers. #### Is it transparent about its data security practices? A truly secure messaging platform will be transparent about its security practices. This means going beyond merely stating their procedures; they should also openly discuss how they handle breaches, the security protocols they use and their future plans for enhancing security. #### How much metadata does it store? Metadata, including locations, names, phone numbers, internet histories and more, can reveal a shockingly large amount of information when pieced together. It's crucial to understand exactly how much and what kind of data your platform stores. Consider how comfortable you are with the data being collected before choosing a secure CRM or platform. #### Does it have a proven track record? A good messaging platform is more than features advertised on a page. It should have a history of being tested, actively used and approved by actual customers. When researching a potential platform, make sure you visit review sites like G2 and Capterra to understand how secure and reliable it is. ### Exploring Respond.io's Security Measures Respond.io has always prioritized [security](https://respond.io/security) with a meticulous and proactive approach, constantly ensuring all measures taken satisfy the demands of secure instant messaging, both now and in the future. Let’s now take a closer look at some of the key security measures implemented over the past year: #### ISO 27001:2022 Certification The ISO 27001:2022 certification, awarded by the International Organization for Standardization (ISO), is a globally recognized standard that focuses on establishing, maintaining and continually improving a systematic data security risk management system. Achieving ISO 27001:2022 certification is no small feat. It underscores a sophisticated, systematic approach to securing sensitive information. ![Image%20showing%20an%20animation%20of%20ISO%20certification.](https://images.ctfassets.net/ph8r57dk1q9w/2ImuczX0xOeIldPLKYeRuQ/c647c6618cca850eabad66a41b4648a8/64e82ce620b7939e257ad1ea-press-release-iso-certification_67c1605a1838e5e415446466541c33f5.gif) In August 2023, respond.io achieved a key milestone by [obtaining the ISO 27001:2022 certification](https://respond.io/blog/iso-certification), solidifying its unwavering commitment to safeguarding its customers’ data from all kinds of threats. For current respond.io users, this certification translates to more than just peace of mind. It means greater confidence in the platform's capabilities to protect sensitive data with the most stringent security protocols and risk management frameworks, significantly reducing the potential for unauthorized data access and data breaches. #### GDPR Alignment Respond.io is fully aligned with the [General Data Protection Regulation (GDPR)](https://gdpr.eu/what-is-gdpr/). This means we’ve implemented the processes and safeguards required to meet the strict standards set by the GDPR to handle customer data with care and transparency. While GDPR compliance is an ongoing effort, this shows our commitment to doing things right—protecting both your business and your customers from unnecessary risk. #### Single Sign-On In a move to improve existing security measures while enhancing the user experience, respond.io introduced the Security Assertion Markup Language (SAML) [Single Sign-On (SSO)](https://respond.io/blog/november-2023-updates-respond-ai-agent-saml-single-sign-on-sso-improved-mobile-app-messaging-experience-and-more) feature. This greatly streamlines the login experience across different online services and departments within a single organization by requiring the use of a single set of credentials. But beyond convenience, SSO eliminates the need to rely on multiple passwords, cutting down on the risk of password-related breaches and delivering a more seamless yet safer experience for all users. #### Two-Factor Authentication Adding to its list of robust security measures, respond.io incorporated [Two-Factor Authentication (2FA)](https://help.respond.io/l/en/organization-settings/organization-settings-security#what_is_two_factor_authentication_2fa), further strengthening security by addressing the vulnerabilities of password-only protection. The idea behind 2FA is simple yet effective. It requires users, upon inputting their password, to enter a code provided by an external authenticator app on their mobile devices. Though this may sound like a hassle, it provides another layer of defense when passwords fall into the wrong hands. In essence, this two-step verification process reduces the likelihood of unauthorized access, bolstering user confidence in the security of their data. #### Phone Number and Email Masking Being able to conceal your phone number and email addresses is a sure way to ward off potential threats, from phishing attempts to social engineering attacks to plain old spam. This is known as masking and is a feature recently introduced by respond.io. But beyond the average user, masking is particularly invaluable for those who manage personal sensitive data. In today’s digital world, where data breaches are increasingly common, the ability to mask contact details is not just a convenience; it's a necessity that makes it harder for unauthorized entities to exploit your users. Are you in the market for a leading customer conversation management software that takes security as seriously as its functionalities? Sign up for a [free respond.io account](https://app.respond.io/user/register?_gl=1%2ar9e4b9%2a_ga%2aMTE4NzQwODA3OC4xNzAwNzEyMjQy%2a_ga_0EZ318H868%2aMTcwNTg4NjI3Mi41Mi4xLjE3MDU4ODc4NTQuNTAuMC4w) to experience how our advanced security measures seamlessly integrate with our suite of features. ### Further Reading If you found our insights on data security interesting, we invite you to check out the following: - Excellence Recognized: Respond.io Earns ISO Certification - December 2023 Updates: Two-Factor Authentication, Improved Platform Onboarding and Dark Mode for respond.io - Inbox - November 2023 Updates: Respond AI Agent, SAML Single Sign-on (SSO), Improved Mobile App Messaging Experience and More ## [April 2023 Updates: Respond.io is a WhatsApp BSP, Phone Number and Email Address Format Standardization and more](https:/respond.io/blog/april-2023-updates-respond-io-is-a-whatsapp-partner-phone-number-and-email-address-format-standardization-and-more) The April 2023 newsletter covers exciting news: Respond.io is now a WhatsApp Business Solution Provider! We also walk you through the new email and phone number format standardization on the platform. We took a little longer to release the April newsletter because we were sitting on some exciting news: Respond.io is now a WhatsApp Business Solution Provider! We’ve joined the exclusive group of WhatsApp BSPs worldwide to provide [WhatsApp API](https://respond.io/blog/whatsapp-business-api) access directly from Meta. 🚀 That’s not all — we also standardized phone number and email formats on respond.io and will be deprecating our legacy Automatically Unassign Agents feature. Scroll down to learn more. ### Respond.io is an Official WhatsApp Business Solution Provider We are proud to announce that respond.io is now a verified WhatsApp BSP! 🎉 Respond.io uses WhatsApp Cloud API, the cloud-hosted version of WhatsApp Business API. Our partnership with Meta allows you to integrate WhatsApp API directly via respond.io for faster WhatsApp updates and message delivery times at no extra fees or costs. It’s also quick and easy to get started as you’ll no longer need a Facebook Developer Account to set up WhatsApp Cloud API. ![WhatsApp%20Business%20API%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4hmOHRqZTZczEflKaj9jo3/f01246425f1f46a5e1e0cd526019c160/bsp_5cd86169d508072acede45b907203b7f.gif) Managing your WhatsApp channels on our platform will also be easier than ever and the impact it’ll have on your [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) efforts is limitless. The respond.io WhatsApp Business API will also enable you to: - Get the WhatsApp quality rating and verified status for your business number - Sync and submit WhatsApp template messages - Sync and update your WhatsApp Business Profile - Automate processes with respond.io’s Workflows automation - Obtain the WhatsApp green tick badge There’s another benefit to acquiring WhatsApp API access via respond.io: Managing your WhatsApp conversation charges easily. Read on for the details. #### New Module - WhatsApp Fees Once you’ve connected the respond.io WhatsApp Business API (the respond.io WA BSP), a new module will appear in your respond.io account. The WhatsApp Fees Module will allow you to manage your WhatsApp Business Account (WABA) balance directly from respond.io. The WABA balance is used to pay for WhatsApp conversation charges. Check the charges incurred in *Usage History* to determine if you have sufficient balance in your account for uninterrupted operations. ![The%20WhatsApp%20Fees%20Module%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7nPWwVuMjI5aQgNCYjXMf8/91c5ebfb6c3ee1956a3522d44a65a241/screenshot-2023-03-28-at-51243-pm_d6ab2a920e54ce5a6f459cf0bec26152.jpg) In the WhatsApp Fees Module, you can top up your WABA balance manually or configure an auto-recharge for automatic top-ups when it falls below a specified threshold. Alternatively, configure a balance alert to notify you when your balance is running low. The WhatsApp Fees Module can be found under Settings **\>** *Organization Settings* on respond.io. Switch to the respond.io WhatsApp Business API today for stable and reliable WABA service and to truly centralize your business messaging and WABA management on one platform. Learn more about the respond.io WhatsApp Business API and how to connect it [here](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start). ### Phone Numbers and Email Addresses are Now Standardized on Respond.io You wanted better phone number and email address handling, and we delivered. 💪 ![Respond.io%20follows%20the%20E.164%20international%20phone%20number%20standard%20and%20is%20case-insensitive%20for%20email](https://images.ctfassets.net/ph8r57dk1q9w/6RabfZbVASPDItAOrF4WwI/421ff4c4bc3dac2858b961f1e537fa7d/standard_e12eb993eb9b59eb89832393446ff5c5.png) We’ve enhanced phone number validation, error handling and formatting capabilities for phone numbers used across the platform, including in contact imports, API, Workflows, Dialogflow, Zapier and more. This will reduce contact duplication and keep your contact databases clean. 🥳 #### A New Standard for Phone Number Formats Respond.io now formats and stores all phone numbers according to the E.164 international phone number standard. This format comprises the (+) sign, country code and subscriber number. You can input phone numbers in any format, including with spaces or the (-) sign. As long as the country code is provided, the phone number will be accepted, formatted according to the E.164 standard and stored on the platform. This update will sanitize all existing phone numbers in your respond.io contact database. Special characters will be removed and the (+) sign will be added to the start of all phone numbers. However, existing phone numbers without a country code are deemed invalid. To address this, update your contact list with phone numbers in the correct format through Zapier, APIs or Contact Import. If you opt to bulk update your contacts via Contact Import, do not use phone numbers as an identifier as invalid phone number formats will not be recognized and the update will fail. Instead, use email or Contact ID as identifiers to update your contacts’ phone numbers. This will give you a clean contact database moving forward. #### Email Addresses are Now Case Insensitive Previously, email addresses were case-sensitive. If the same email address with different capitalizations (eg abcde@respond.io versus Abcde@respond.io) was imported or added via API, the email address was not recognized. Each version was considered unique and a new contact would be created for each email address. Now, email addresses are case insensitive, so the same email address will be recognized no matter how it’s formatted during contact imports or API updates. Email address formats have been standardized for consistency and will be stored in lowercase on respond.io. #### Reduced Contact Duplication As a result of these updates, contact duplication occurrences will be reduced. Contact profiles with the same phone number in different formats (eg one with a “+” sign and one without) will be identified as a single contact. Your contact database might have duplicate contacts with the same phone number in different formats. Fret not; you will start seeing merge suggestions for these contacts. Do review these suggestions and merge the contacts to unify their profiles for a clean database. This release also features a bug fix related to phone number identifiers. The bug that duplicates contacts when a contact replies on WhatsApp Cloud API has been fixed. Contacts will be recognized regardless of whether their phone number has a (+) sign. ### Deprecation of the Automatically Unassign when Conversation is Closed Feature The Automatically Unassign when the Conversation is Closed legacy feature will be deprecated on **23 May 2023.** ![The%20legacy%20Automatically%20Unassign%20Contact%20feature](https://images.ctfassets.net/ph8r57dk1q9w/726O9TCSi7aF1Rbd1BiwMa/c4117bc22cc49bd5aaf08bf136d7ad38/unassign-1_88f4872e15efd921f9ad77d2a929e09c.jpg) This feature was available in Workspaces that were created before 17th August 2022. Since then, we’ve [improved our conversation assignment logic](https://respond.io/blog/august-2021-release-the-new-contact-import-dont-unassign-when-conversation-is-closed-and-platform-localization-in-spanish?utm_campaign=august2022&utm_medium=referral&utm_source=facebookcom&utm_content=socialnewsletter#toc-mobile-5) so agents remain assigned to contacts by default when a conversation is closed. With the deprecation of the legacy feature, this default behavior will apply. ![Use%20the%20Unassign%20After%20Conversation%20Closes%20Workflow%20template](https://images.ctfassets.net/ph8r57dk1q9w/4zRWIkyYVm5vXFf5K6NINa/520867c4b1d5f6e5184d974cd872ac37/screenshot-2023-05-08-at-103200-am_567a0e5d931ecb0358375937b9c93259.png) If you would prefer to unassign agents after every conversation, use the *Assignment: Unassign After Conversation Closes* Workflow template to maintain the current behavior. This should be implemented **before 23rd May** for uninterrupted operations. Please don’t hesitate to [contact us](https://respond.io/contact) if you need help. ## [April 2024 Updates: New Meta Product Catalog Integration, Block Contact Feature and Respond AI Improvements](https:/respond.io/blog/april-2024-platform-release-new-meta-product-catalog-integration-block-contact-feature-and-respond-ai-improvements) 🚀 Explore respond.io's April 2024 update, where WhatsApp commerce, spam prevention and smart chats let you boost sales and improve customer engagement. This month’s update introduces the new Meta Product Catalog integration to enable WhatsApp commerce, the [highly requested](https://respond.canny.io/feature-request/p/block-ban-contacts-feature) Block Contact feature to prevent spam and multiple AI improvements for enhanced chat efficiency on respond.io. Let’s get into the details of these updates. ### Drive WhatsApp Commerce Conversions with the New Meta Product Catalog Integration We're introducing the Meta Product Catalog on respond.io, a powerful feature designed for businesses to effectively promote and showcase their products through an interactive product catalog. ![How%20the%20WhatsApp%20catalog%20appears%20to%20customers](https://images.ctfassets.net/ph8r57dk1q9w/1DNIQrkLpl2MENEdth2OtG/037a0df82ab8f9770376a767c6408ff1/april-2024-newsletter_e99442b9a9c05326c21be773a0f91fcc.jpg) With the WhatsApp API now supporting product messages, we've seized this opportunity to provide this valuable feature so you can drive sales over chat effortlessly. Let’s look at what this update has in store for you. #### Connect your Meta Product Catalog to Respond.io By connecting your [Meta Product Catalog](https://help.respond.io/whatsapp/meta-product-catalog#using_meta_product_catalog_across_modules_and_features) to respond.io, customers can discover products, ask questions, and place orders all in one continuous WhatsApp conversation without having to navigate away to a separate website or app for more product info. ![Connect%20your%20Meta%20Product%20Catalog%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/66q0ZHGrnjFSWaZHKcNiB0/ed12b223d8c2879e3ce24cbe05c59698/apr-newsletter-1_66916e7f26d51332cb6548b79c42fe8a.jpg) Below, we’ll look at how you can send product messages on respond.io. #### Enhance Engagement with Product Messages Across Various Modules Drive customer engagement by sending the entire catalog, as well as single and multiple Product Messages in the Inbox Module. Simply click on the Meta Product Catalog icon, select the appropriate product(s) based on the conversation context and send them directly to your customers. ![Sending%20product%20messages%20via%20the%20Inbox%20Module](https://images.ctfassets.net/ph8r57dk1q9w/5iCTbjCWfZuLxNa3Vyyju2/b56879c307adec4b25d41e6cd2bab1bd/apr-newsletter-2_7aa52135fd5dbbfa3c6a7ed35c51b566.gif) You can also send catalogs as WhatsApp product message templates through the Inbox, Workflows and Broadcasts Modules, as well as Make and Zapier Integrations. #### Integrate your Catalog with Webhooks Create webhook integrations for incoming and outgoing product messages between respond.io and Zapier or Make. ![Integrate%20your%20catalog%20with%20webhooks](https://images.ctfassets.net/ph8r57dk1q9w/fvcRc5QivRxk4S1xcMj7g/6b63f1753b7fe6eb0b348016a15e6dba/apr-newsletter-3_3bc764768e7da61a33b9c43e47fe7ced.gif) This way, you can customize your Contacts shopping experience, identify top-selling products and more. ### Improved Spam Control Through Contact Blocking Empower your sales team to manage high-volume spam effectively with respond.io's Block Contact feature. By filtering out irrelevant messages, sales professionals can concentrate on building meaningful customer relationships and driving conversions. ![Block%20spam%20contacts%20in%20the%20Inbox%20Module](https://images.ctfassets.net/ph8r57dk1q9w/acsae4qZz1S620id77LM1/2bc94f6400a706f017ac4bc054ea9b09/2_43aff669a2aec51f6689b6bc5ea5a13d.gif) Agents can easily block a Contact from the Inbox Module, while Owners and Managers can also block Contacts from the Contacts Module. ![Block%20spam%20contacts%20in%20the%20Contacts%20Module](https://images.ctfassets.net/ph8r57dk1q9w/3fgiCl2aOtPhpO0PHi1H6j/e0b2202d460717b5ba939f8af6fb7334/1_a9850deadb5b765d85d7b40e93d35f6b.gif) Once a Contact is blocked, the conversation will be moved to the Blocked Contacts Inbox, while the Contact will be moved to the Blocked Contact Segment in the Contacts module. ![Blocked%20contacts%20conversations%20will%20be%20moved%20to%20the%20Blocked%20Contacts%20Inbox](https://images.ctfassets.net/ph8r57dk1q9w/7ziwF5d3hI2qa0O671Lmh4/e1488c20c1d767548995204c984f91ba/apr-newsletter-6_26c69b0058cffb59f7361e4c1ba5c3c0.png) If you’ve mistakenly blocked a Contact, you can [reverse the action](https://help.respond.io/automate-conversations/managing-spam#unblock_a_contact) by using the same method you used to block them. For more about this feature and the implications of blocking Contacts, read [this guide](https://help.respond.io/automate-conversations/managing-spam). ### Improve Customers’ Chatbot Experience with Respond AI's Latest Upgrades We’ve made multiple improvements to the AI Agent Workflow and Knowledge Sources to ensure smoother operational efficiency. Let’s explore the updates. #### New Exit Conditions for AI Agent Two [new AI Agent Branches](https://help.respond.io/workflows/step-respond-with-ai) have been added to ensure a smooth customer journey when the AI Agent cannot handle the conversation. The two Branches are *Failure: Speak to the Human,* and *Failure: AI is Unable to Answer*. To allow customers to speak to a human agent, toggle on *Contact Ask to Speak to a Human Agent* in the AI Agent Step. This will direct customers to the *Failure: Speak to the Human* Branch, where you can assign them to a human agent. ![New%20AI%20Agent%20exit%20conditions%20to%20ensure%20a%20smooth%20customer%20journey](https://images.ctfassets.net/ph8r57dk1q9w/5CUgThC4ROLkqr0uSk4zis/eb3f8566b4106425d461fd02637a7d5a/apr-newsletter-7_182704879288a6988cb9577d41a6705e.gif) Turn on the *Failure: AI Unable to Answer* toggle in the AI Agent Step to ensure seamless conversation handover when customers ask questions that exceed the [Knowledge Sources](https://help.respond.io/workspace-settings/workspace-setting-respond-ai#knowledge_sources) available to the AI Agent. You can then assign a human agent when customers fall into this Branch. #### Showing AI Agent Instructions Users can now quickly know what tasks an AI Agent is set to perform. Previously, one of the challenges of using an AI Agent in a Workflow was understanding its behavior once the Workflow is saved or published. ![Identify%20the%20purpose%20of%20your%20AI%20Agent%20with%20a%20click](https://images.ctfassets.net/ph8r57dk1q9w/656cWj7nYLaYHm1nvW5ucv/d0fe743efd85d5d013d06068a7e012ab/apr-newsletter-9_9a5b6047b2291a7e43c38081f6c47522.gif) The [Show AI Instructions](https://help.respond.io/workflows/workflows-overview#saving_a_workflow) button has now been added to show you a summary of the AI Agent’s behavior. #### Idle Branch Wait Time Increased for AI Agent Workflow AI Agent Workflow idle duration now has a maximum of 1 hour instead of only 15 minutes, giving your contacts more time to respond before the conversation is automatically closed. Note that you can alter the time limit when required. #### Knowledge Sources: Scheduling Website Sync You can now perform [more actions](https://help.respond.io/workspace-settings/workspace-setting-respond-ai#knowledge_sources) on existing Knowledge Sources. Apart from viewing the website's log information, such as the links crawled within the website, you can also schedule to recrawl the website periodically using Resync under the Actions menu. ![Schedule%20website%20sync%20for%20Knowledge%20Sources](https://images.ctfassets.net/ph8r57dk1q9w/7BkMXOXQMZBmFlDeeSmX8o/05b5964fc8795a04d0e505d56d70b07b/apr-newsletter-8_87a65b50088a9ed3a5e6aff863fd4454.gif) Doing so will update the current data with the most recent content on your website, keeping the Knowledge Source up to date. Other improvements this month include: - The support for text files apart from PDF files as Knowledge Sources. - AI Agent will now prioritize seeking clarification or getting more context before sending the fallback message: "I cannot find the answer in the provided context." This fallback message will only be used after the AI Agent has attempted to clarify the Contact's inquiries and if it cannot find an answer. - Error messages such as “I cannot find the answer in the provided context” are now sent in the same language as the conversation. If you’re not a respond.io user and want to experience these features and enhancements firsthand, [sign up for a free trial](https://app.respond.io/user/register) and explore our platform’s full capabilities. ## [August 2023 Updates: Respond AI, Workflow Improvements, Quick Access to Resources and More](https:/respond.io/blog/august-2023-updates-respond-ai-workflow-improvements-quick-access-to-resources-and-more) We released a slew of updates this August, from the new Respond AI for improved conversations to Workflow enhancements that give you more control over your automation We have a ton of announcements and new releases this month, but first things first: G2 has [awarded respond.io](https://www.linkedin.com/posts/respondio_respondio-businessmessaging-customersupport-activity-7110148404785152000-s5tE?utm_source=share&utm_medium=member_desktop) with the Leader badge in customer communication management, an honor given only to top-rated software! To give you an idea of how we earned that distinction, check out updates ranging from the new Respond AI to our mobile app improvements, as well as respond.io’s green CSR campaign with Tree-nation. 🥳 Let’s dive in. ### Upgrade Your Messaging Game with Respond AI The promise of artificial intelligence continues to shape all industries, including the way businesses engage with customers. We’ve developed Respond AI to provide you with the best customer experiences possible over conversations. #### Improve Your Messages with Respond AI Prompts AI Prompts help agents communicate with customers clearly and effectively. After composing a message in the Messages Module, click the [magic wand button](https://rspd.link/HOC3) in the navigation below the message composer. ![Improve%20your%20messages%20with%20AI%20Prompts](https://images.ctfassets.net/ph8r57dk1q9w/4gJuJsudaJWJcnxjGPTxhs/49b056fc9008736c6ac5912aabcfa963/01_de0c2b06a1c3a5e3f7d747e7706ba4d0.gif) By default, [four prompt options](https://rspd.link/HOC3) will appear: - Make Response Clearer: Ensure your messages are easy to read and coherent. - Adjust Response Tone: Modify the tone of your messages based on customer mood and type of inquiry. For example, if a customer is facing issues, change your message to have an empathetic tone. - Remove Writing Errors: Ensure professional communication by eliminating spelling and grammatical mistakes. - Translate Response: Overcome language barriers by instantly translating your messages to languages such as Arabic and Spanish. Select your desired prompt and Respond AI will revise and improve the message in the Messages Composer accordingly. #### Add and Prioritize Custom Prompts You’re not limited to the default prompt options. Create and add unique prompts that fit your needs using the [Respond AI Setting](https://rspd.link/HOCD). To add prompts, click + Add Custom Prompt, name your prompt and specify what you want it to do. ![Add%20new%20prompts%20to%20fit%20your%20business%20needs](https://images.ctfassets.net/ph8r57dk1q9w/46USEYRuYkAjmjbOQ2Cf5Y/3b6bbf8a0d80834cee61b7df562b7ae8/02_6b35ed5d25d20a694dfb1ad77823e148.gif) Keep in mind that while you can delete any added prompts, you can’t delete the default ones. However, you can toggle them off to prioritize your custom prompts. #### Respond AI Credits Respond AI operates with an [Organization-wide credit system](https://rspd.link/HOCH). What does this mean? Each Organization has a fixed number of monthly Respond AI Credits shared among all its Workspaces. The number of credits depends on your respond.io plan. We’re continuously improving Respond AI, with more releases due in the coming weeks. Keep an eye out for updates. ### New Workflow Improvements Change the way you work with additions we’ve made to our web platform. Using respond.io has never been easier or more powerful. #### Test Your Workflow Before Publishing You can now [test new Workflows](https://rspd.link/HOCV) to ensure they work as intended before publishing them. 🥳 When a Workflow is ready, click the *Test* button and follow the instructions that appear in the dialog box. ![Test%20your%20Workflows%20before%20publishing](https://images.ctfassets.net/ph8r57dk1q9w/6zeAWjoR70CJ80Zbjz5NUt/75b5916336b4337341cfd31f67c9d5da/03_636cde2481e1de02f12e3621005f21b9.gif) You’ll be able to experience the automation as customers would. If your Workflow includes trigger variables, these can be tested too to ensure values are stored and used as intended. Once you’re done testing the Workflow, click the *End Testing* button in the dialog box. #### New Branch Category: Last Outgoing Message & Last Outgoing Message Source The *Last Outgoing Message Branch* category scans your most recent outbound message for specific keywords or content. If the last outbound message contains keywords that match the values set in the Branch condition, the Contact will go down a specified Workflow journey. A possible use case is incorporating this into a Workflow to follow up on broadcasts. This Branch category lets you determine if the conversation was initiated in response to a particular broadcast, enabling you to design a tailored Workflow journey for this Contact. ![Select%20Last%20Outgoing%20Message%20to%20scan%20your%20most%20recent%20outbound%20message](https://images.ctfassets.net/ph8r57dk1q9w/1JrmDbpDG0mtBzpCJ6oJEc/b8fb13a60fabdc3c8c56276021b9dd4f/04_647a7b28aa5827a181c36803fd508268.gif) The *Last Outgoing Message Source* can identify if the source of your most recent outbound message was a User, Workflow, Broadcast, bot, or other source. This is useful for creating an automated response Workflow for all replies to broadcasts. ### Access Respond.io Resources at a Click The new [Resource Center](https://rspd.link/HOCg) button is your central hub for information. The button, or question mark widget, can be found on the bottom right of the web app. Accessing respond.io's resources, like the Help Center, Business Academy and customer support has never been more convenient. ![Use%20the%20resource%20center%20to%20find%20the%20information%20you%20need%20quickly](https://images.ctfassets.net/ph8r57dk1q9w/6HUtBFTqfkrmGCfVUEBIFb/283acc55b43851cbea23f8808bfe1eff/untitled-1_2729a36bf766cff564d269c98ea77ea5.jpg) If you find the Resource Center button distracting or annoying, you can [disable it](https://rspd.link/HOCj) by clicking on the *Help* menu button in the side navigation bar and toggling off the Resource Center button. ### Ensure Only Relevant Events Open Conversations We’ve revamped and standardized the behavior of events that open conversations for all channels. This update ensures that only supported conversational messages and ad events will open a conversation. Supported events include: - Facebook Chat menu button clicks - Adding a friend on Line, WeChat, and Viber - Get Started actions on Facebook, Telegram, and Webchat. As a result, unsupported messages, story reactions, non-ad referral events and postback events will no longer open conversations, saving your agents’ time. #### Legacy Channel Behavior To ensure minimal disruptions to your existing Workflows and operations, we have included a toggle in Settings to enable legacy channel behavior in this update. For existing Workspaces, the toggle is switched on by default to maintain the current channel behavior in your existing Workflows automation. However, note that this legacy behavior will be deprecated in the near future. ![Turn%20off%20the%20legacy%20behavior%20toggle%20in%20General](https://images.ctfassets.net/ph8r57dk1q9w/6FdbZATK8ScPhmB8TKDhKp/077146911a64f45c4ebf462ab911996b/06_b68f4c45b4e6d0c368071e7327e47dc2.gif) Turn off the toggle if you want to experience the new standardized behavior and allow only supported conversational messages and ad events to open a conversation. ### Welcome Your Customers on Messenger We have introduced a new toggle in your [Facebook Messenger configuration](https://rspd.link/HOCK). When toggled on, your customers will see a welcome screen when they land on your business's Facebook Messenger chat. ![The%20Messenger%20Welcome%20Screen%20includes%20some%20information%20about%20your%20business](https://images.ctfassets.net/ph8r57dk1q9w/6kHPMiq36eoEJByP2CqbBp/c5d0dd8bce912b786462fd34a1369b7c/whatsapp-image-2023-09-21-at-164750-2_6dddca4e5bdf948df3d73ec1165c595a.jpg) The welcome screen includes the name and responsiveness of your business, the profile picture and cover photo from your Facebook Page, an optional greeting message, and the *Get Started* button for customers to start chatting with you easily. ### Improved Conversations on the Respond.io — Inbox App We’ve added several new updates to respond.io - Inbox app for an improved user experience on mobile. Check out the highlights below. #### Send Multiple Files Simultaneously Previously, you were limited to selecting only one media file per message. That meant if you had five files, you would have to upload and send five separate messages to customers. ![Select%20multiple%20media%20files%20and%20send%20them%20in%20the%20same%20message](https://images.ctfassets.net/ph8r57dk1q9w/5du76bhpmKcAbUiUVmrK1f/db11d768588bfed7663b918852ae7404/08aa-2_2a0146d2c08ff75908806a2c1225826f.gif) With the new update, you can select multiple media files and preview them before sending them to your customer, all in the same message. #### WhatsApp Template Filters When selecting a WhatsApp Message Template, you no longer have to scroll through or manually search for a particular template within the list. ![You%20can%20now%20filter%20your%20messages%20just%20like%20on%20the%20respond.io%20web%20platform](https://images.ctfassets.net/ph8r57dk1q9w/2ok5ShGkYFeFAENPsG8cIs/d340737494293a037eb0d687ddf913bd/image-1-1_3a39958e46cf89c770222c8a91e283cb.gif) Now, you can categorize and filter templates by Categories, Languages and Labels. You can also readily view your most recently used templates, so templates you use frequently are easily accessible. #### Improved Email Channel Composer Previously, you couldn’t reply to specific emails in the message composer. Now, the email message subject line is now always visible and displayed upfront with the email body, providing better visibility on which email you’re responding to for context. ![Reply%20to%20specific%20emails%20on%20the%20respond.io%20-%20Inbox%20app](https://images.ctfassets.net/ph8r57dk1q9w/567SQdEYq3QHOXJj4vXtyk/9a7dfb24910312d539c4d4d0ca047d00/image-1-4_21c64355cb404a2e826a11a86a800110.gif) To do this, just press *Reply* on the message you want to respond to. Compose your email and hit send. It’s as easy as that. You can also start a new email thread by editing the Subject line. #### Other Noteworthy Improvements To create a more consistent messaging experience between the respond.io platform and mobile app, mentions in the comment section and dynamic variables in the messaging console will now be highlighted when typed. Furthermore, a notification badge will appear on your Respond.io - Inbox app icon when you receive a new mobile notification. This alerts you to unread messages, comment mentions or other notifications you might have missed. ### Respond.io’s Plant to Stop Poverty CSR Campaign To celebrate the launch of the Respond.io Business Academy, we have collaborated with tree-nation to make a difference in the world. For every person who signs up on the [Respond.io Business Academy](https://academy.respond.io/) before 12 October 2023, one tree will be planted in their name in Tanzania. Our program focuses on: - Planting trees in rural and nature reserve areas. - Preserving endangered species and preventing deforestation. - Restoring topsoil, preventing erosion, and safeguarding water sources. - Boosting local income and food sources through fruits, buts and fodder products. [Sign up](https://app.respond.io/user/register) for the Respond.io Business Academy today and leave your green legacy while you learn. ## [Auto-Reply Message for Business: Enhance the Customer Experience](https:/respond.io/blog/auto-reply-message-for-business) Respond to customers quickly with auto reply message for business. Keep up with large volume of messages while improving effiency and productivity. Today's businesses need to respond to customers quickly or they’ll get left behind. Instantaneous communication has become the norm because of the rapid advancement in technology. As such, businesses need to be ready to respond to queries and concerns in real-time. Enter auto-reply messages for businesses. In this article, we’ll learn what is an auto-reply message or an automated reply, why use it, auto-reply message sample for business and where you can use auto-replies. ### What is an Auto-Reply Message for Business? An auto-reply message, or an automated reply, refers to an automated response that is triggered by a specific event or action, like receiving a message on an instant messaging app. It is used to inform the sender that their message has been received. Not only can auto-replies be set up on channels like [WhatsApp](https://respond.io/blog/whatsapp-auto-reply), [Messenger](https://respond.io/blog/facebook-messenger-auto-reply), [Instagram](https://respond.io/blog/instagram-auto-reply), [LINE](https://respond.io/blog/line-auto-reply), [WeChat](https://respond.io/blog/wechat-auto-reply) and [Viber](https://respond.io/blog/viber-auto-reply), but also on [Facebook comments](https://respond.io/blog/facebook-comment-auto-reply). But why should businesses use an automated reply to respond to customers? ### 5 Reasons Why You Need An Automated Reply Businesses with a large customer base receive a large volume of messages. These can overwhelm agents, especially when they are expected to reply to these messages quickly. ![Benefits%20of%20auto%20reply%20for%20business](https://images.ctfassets.net/ph8r57dk1q9w/2HaehEuaZNAwOuLRoJQeBS/c4012dc7dac2c491e2c504924e244ede/concepts-auto-reply-message-image-01_a6820ff12fc8e2e73340d0f7e2a3366a.png) An auto-reply message comes in handy because it bridges the time gap between a customer's query and an agent’s response. However, that’s not all an automated reply can do for your business. Here are 5 reasons why you should use auto-reply messages for your business. #### Automated Reply: Promptly Reply to Customer Inquiries First impressions matter. An instant acknowledgment of a customer’s message via an auto-reply can make all the difference. Knowing that their query has been received can enhance their overall experience. It also sets the tone of the conversation moving forward. A prompt response communicates a sense of professionalism and attentiveness. #### Automated Reply: Save Agents’ Time With the sheer volume of queries businesses receive daily, it's impossible to address each one instantly. Auto-replies free up agents’ time as they eliminate the need to manually compose greetings or introduction messages. Basically, auto-replies act as a buffer against incoming messages. This time-saving aspect allows your team to engage with more customers effectively and efficiently. #### Automated Reply: Ensure Consistency in Communication Auto-replies guarantee that every customer receives a standardized, polished response even when agents are handling a heavy workload. Sending the same message helps your team deliver consistent information about your business. This consistency builds trust and reliability and enhances the overall customer experience #### Automated Reply: Maintain Brand Reputation Every point of communication is an opportunity to reinforce your brand's image. Well-crafted auto-replies can reflect your brand's personality, whether it's professional, playful, or empathetic, ensuring you leave a positive impression every time. Furthermore, a prompt reply can show a customer that their time and concerns are valued. This gives customers a better perception of your business and brand. #### Automated Reply: Set Up Auto-Replies for Various Situations The beauty of auto-reply messages lies in their versatility. Whether it's an out-of-office note, a festive greeting or an FAQ menu, these messages can be tailored for different situations and channels. In the next section, we’ll look at the types of auto-replies you can send and provide examples you can use. ### Auto-Reply Message Samples for Your Business Now that you know the benefits of using an automated reply for your business, it’s time to draft them. If you don’t know how to, no worries. Here are 12 auto-reply message samples that you can use for your business. #### Auto-Reply Message Samples for Your Business: Away Messages You can send [away messages](https://respond.io/blog/away-message-for-business) for all kinds of situations, whether it’s due to general unavailability, like during weekends or during specific events like holidays. ![Automated%20reply%3A%20Example%20of%20away%20messages](https://images.ctfassets.net/ph8r57dk1q9w/78xPO6VEyqbcyJ855Jnusn/722ac595ad1b6d85444f621c85c1eb46/concepts-auto-reply-message-image-02_2ace500531849a78e34fd5b6b8ae38da.png) 1. "Hey there! We’re currently out of the office but will be back on [date]. Hang tight, and We'll get back to you then." 2. "HI [Customer Name]. We're currently celebrating [Holiday/Event], but don't worry. We'll get back to you on [Date]. Cheers! 🥳" And remember, always make sure that you let your customers know when you’ll be back. #### Auto-Reply Message Samples for Your Business: Greeting Messages Welcoming customers, especially new ones, is crucial for a good first impression. Just as a warm handshake or a welcoming smile sets a positive tone in face-to-face interactions, greeting messages play the same role on instant messaging apps. ![Automated%20reply%3A%20Example%20of%20greeting%20messages](https://images.ctfassets.net/ph8r57dk1q9w/1FvoVsn4rSMTJs8JrPUSYj/771329417195bb44993534cc84466e0d/concepts-auto-reply-message-image-03_67543240239d4bf946a4ed4380753fd2.png) 1. "Hey there! Thanks for stopping by. How can I make your day awesome? 😊" 2. "Hello [Customer Name], thanks for reaching out. What can we do for you today? " This helps you to establish rapport as soon as the customer messages you. #### Auto-Reply Message Samples for Your Business: Temporary Unavailability Messages Sometimes, the number of inquiries will temporarily outstrip the availability of agents and agents are unable to reply readily. ![auto%20reply%20message%20for%20business%3A%20Temporary%20unavailability%20messages](https://images.ctfassets.net/ph8r57dk1q9w/7hnjpBwx9uhRmiPaEKhsZV/0fa163b363ae4765de17af1dd84efaee/concepts-auto-reply-message-image-04_1e3ed8984e57d406a5684c1296ceaf18.png) 1. Whoa! We're swamped with messages right now, but hang tight. You are important to us!" 2. “We are currently experiencing a high volume of incoming messages. We will get to you as soon as we can." This category of auto-replies is a reassuring hand on the customer's shoulder, assuring them of the business's commitment and their attention. #### Auto-Reply Message Samples for Your Business: Emergency and Update Notices Every system has its off days or bugs. But the way businesses handle these hiccups can make or break their reputation. ![auto%20reply%20message%20for%20business%3A%20Emergency%20and%20update%20notices%0A](https://images.ctfassets.net/ph8r57dk1q9w/28tE7ls4HCjtU71f5pvrZn/770f5662c6c89806ddb4a6bae09e46cf/concepts-auto-reply-message-image-05_39c2bdeb43a99e184b39ae64b1483ea1.png) 1. "Uh-oh! We're having some tech hiccups right now. Hang tight while we get things sorted. 🛠️" 2. "Our apologies if you’re facing any issues. Our system is under maintenance. In the meantime, we are here to assist you with whatever you need." Emergency and update auto-replies set expectations with your customers and keep them in the loop when things don’t go as planned. #### Auto-Reply Message Samples for Your Business: FAQ Link Proactive problem-solving can drastically enhance the user experience. FAQs auto-replies act as a guide, pointing customers to resources that can address their queries directly and enhancing efficiency. ![auto%20reply%20message%20for%20business%3A%20FAQ%20Link](https://images.ctfassets.net/ph8r57dk1q9w/5QTRA6hajfkbjYzDaASwp6/352d2393b710ce3b41646b215a5f2e0f/concepts-auto-reply-message-image-06_0921a90841ad7f43ec1a9b19dc12a6e8.png) 1. "Hey there [Customer Name]. If you have a question, please check out our FAQs [FAQ link]. If you still need assistance, type in “Yes”, and someone will be with you soon" 2. “Got questions?🤔 Our crew's on the way to you. You can also tap here [FAQ link] for our FAQ section. Your answer might be just a click away!” Thus, in this situation, an FAQ link or menu can resolve commonly asked issues that the customer is facing. #### Auto-Reply Message Samples for Your Business: Feedback Collection Actively seeking out customers’ opinions on their brand experience can highlight weaknesses in your agents, processes or systems. Obtain valuable insights from your customers so that you can improve customer conversations. ![auto%20reply%20message%20for%20business%3A%20Feedback%20collection](https://images.ctfassets.net/ph8r57dk1q9w/6H7RkTpCMy3ccvZoCTKkWk/8fc9012fc6e1f850aae178b34720097b/concepts-auto-reply-message-image-07_dc78fbbf10d42be91b47556d709db06c.png) 1. "Hey, [Customer Name]. How well did we serve you today? Let us know on a scale of 1 - 10, from very bad to excellent. Thanks in advance for your response." 2. "We loved chatting with you! Did you like talking to us? Let us know by giving us a 👍 or 👎" For best results, you should tweak these samples so that they fit your business and your customers. But if you want to create an automated reply from scratch, take a look at these best practices when drafting one. ### Best Practices for Setting Up Auto-Reply Messages When crafted with care, an automated reply doesn't just enhance operational efficiency. It also improves the user experience as customers are being attended to immediately, even if there aren’t any agents available at that moment. ![Learn%20the%20best%20practices%20to%20craft%20an%20automated%20reply](https://images.ctfassets.net/ph8r57dk1q9w/4Y7xySHHDg2AuqHU2YhDyy/f09915f49d097df67e809a4af5028630/concepts-auto-reply-message-image-08_e363e0df95420bab33f3774ae61d52c7.png) Here are 5 best practices to keep in mind when drafting an auto-reply message for your business. #### Keep It Clear and Concise Your auto-reply should efficiently convey information. Avoid writing lengthy sentences if possible. Use direct, concise messaging to avoid overwhelming your customers. Remember, you might not know who your customers are. They might not be familiar with industry or technical terms. So opt for simple, jargon-free language. This ensures everyone understands your message right away, saving your agents time in the long run. #### Set Expectations Upfront When sending an automated reply, make sure that your customer has the relevant information. This can include your out-of-office hours, system crashes, collecting customer feedback, and others. This manages your customers’ expectations and fosters patience. #### Add a Personal Touch While a message may be automated, it shouldn't feel robotic. Tailor your replies based on your target audience's expectations. For a younger, informal audience, a casual tone might work better. Meanwhile, corporate clients might expect a formal response. Personalization, like using a customer's first name, can make the message sound more genuine. It can feel like you’re talking to customers rather than talking at them. #### Time Your Replies Appropriately Remember, the relevance of auto-replies is often tied to specific time frames. It's essential to turn off certain types, like out-of-office or holiday messages, once they are no longer applicable. This prevents confusion and ensures your communication remains current. Incorporating these best practices ensures that your auto-replies not only fulfill their primary function but also serve as an extension of your brand's voice and values. They're a subtle yet powerful tool to nurture trust, showcase professionalism, and solidify customer relations. Now that you’ve got the tools to craft engaging auto-reply messages let’s look at the mediums where you can implement them. ### Where Can You Implement an Automated Reply? You can use auto-reply messages on various messaging apps like [WhatsApp Business App](https://respond.io/blog/whatsapp-auto-reply), [WeChat](https://respond.io/blog/wechat-auto-reply) and [LINE](https://respond.io/blog/line-auto-reply). However, using auto-replies on these apps has limits. For example, on the WhatsApp Business App, you’re limited to setting up one automated reply for an away message and a greeting message each. This may be sufficient if you’re running a small business. But as your business grows, you’ll need more flexibility in the auto-reply messages you can use. By connecting these messaging channels to a customer conversation management software like respond.io, you automate reply messages, [contact routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), [agent assignments](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) and more. #### Auto-Reply for Business Wins on Respond.io Businesses in various industries like [real estate](https://respond.io/blog/whatsapp-for-real-estate), [hospitality](https://respond.io/blog/whatsapp-hotel), [e-commerce](https://respond.io/blog/omnichannel-ecommerce) and more can take advantage of respond.io’s powerful features to create and send auto-replies. For example, a real estate agent could set up an auto-reply message that asks the customer the time, date and property they would like to view, whereas an e-commerce site could send a post-purchase message that asks a customer to join a loyalty program. You can do all this through the automation builder in the [Workflows Module](https://help.respond.io/workflows/workflows-overview), businesses can automate responses based on customers’ inquiries. You can also capture contact information by asking for their [email or phone number](https://help.respond.io/support-use-case/identify-contacts-by-email-and-phone-number#ask_for_a_phone_number_or_email_using_workflows) to identify if they are an existing customer. This context helps agents provide better support to customers, increasing customer engagement and satisfaction. You can send [greeting and away messages](https://help.respond.io/quick-start/automated-welcome-and-away-messages) and set up [FAQ menus](https://help.respond.io/inbound-conversations/create-automated-chat-menus), [feedback collection messages](https://help.respond.io/support-use-case/send-csat-and-save-data#set_up_your_google_sheet_crm_or_data_warehouse_to_receive_survey_data), and more. You can also create personalized auto-replies by using [dynamic variables](https://help.respond.io/dynamic-variables/dynamic-variables). And that’s it. That’s what you need to know about auto-reply messages for business. Use the samples provided to get started and modify them to suit your needs best. ### Further Reading Did you find this article useful? Check out these other blogs that will help you manage customer conversations: - Spam Management: Clear Your Inbox Clutter - Chat Routing: How to Build a Chat Route to the Right Team - Turbocharge Your Conversation Management with Auto Assignment ## [Best 6 Twilio Alternatives: Comparing Features and Pricing](https:/respond.io/blog/twilio-alternative) Compare the best 6 Twilio alternatives and learn their features, pricing, limitations, and ratings and reviews Twilio is a cloud-based communication platform that enables developers to integrate voice, messaging, and video capabilities into applications through APIs. However, if you find that Twilio is inadequate for your use, you should [consider using a Twilio alternative](https://respond.io/blog/twilio-vs-messagebird-vs-respondio). Read on to find out why you should consider alternatives to Twilio, what the qualities are to look for, and what platforms you should pick. ### Why Should You Consider a Twilio Alternative? If you need workarounds to make Twilio work for your business, then it’s time to consider using an alternative to Twilio. ![An%20image%20of%20icons%20with%20the%20reasons%20to%20consider%20alternatives%20to%20Twilio](https://images.ctfassets.net/ph8r57dk1q9w/2jEBfM5wQXGG0iB9tcVavA/b0435ee48e2fff2ac8d4897ac0fab6d0/twilio-alternatives-image-1_6ad5c38d3e31cefca234f89dd012510b.png) Here are the reasons why Twilio might not be the platform for your business. #### Twilio Is Costly for Smaller Businesses Twilio can be expensive. Each service that Twilio offers needs to be paid for. Outbound SMS, inbound SMS, marketing campaigns, routing conversations, and automation are just some examples of features that need to be paid for. And to make the most out of Twilio, you’ll need to use several services at once. This makes it too expensive for smaller businesses to make full use of Twllio unless they have the scale. #### Missing Features You Require While Twilio has many features, the features you need might not be available. From reporting and analytics to automation, every feature missing can lead to lost time or missed opportunities. For example, [merging duplicate contacts](https://respond.io/blog/merge-contacts) or [AI Agents](https://help.respond.io/workflows/step-ai-agent) could be features that are crucial for your business. Even the number of channels like [WhatsApp API](https://respond.io/blog/whatsapp-business-api), [TikTok](https://respond.io/blog/tiktok-for-business), [Messenger](https://respond.io/blog/facebook-business-chat), [Instagram](https://respond.io/blog/instagram-business-chat), [Telegram](https://respond.io/blog/telegram-for-business) and [Viber](https://respond.io/blog/viber-for-business), or other third-party software integrations such as [Hubspot](https://help.respond.io/zapier/hubspot), [Salesforce](https://help.respond.io/zapier/salesforce), [Pipedrive](https://help.respond.io/zapier/pipedrive), [Zapier](https://help.respond.io/zapier) or [Make](https://help.respond.io/integrations/make). #### Complex Platform to Use Twilio is mainly built for developers. Its tools require users to have coding expertise and a deep understanding of APIs to fully utilize. Setting up workflows, integrating multiple communication channels, or customizing automation often involves writing code or working with technical documentation that can overwhelm non-technical users. Without dedicated technical teams, it’s difficult to integrate Twilio into business processes seamlessly. #### Limited Customer Support The default customer support that Twilio provides is very limited. On the default plan, Twilio users are only allowed access to web support with no guaranteed response time. If you need guaranteed support times and live chat support, you’ll need to pay at least $250.00 per month. For smaller businesses, they need to accept slow response times, even when they are facing major technical issues. This itself could be a deal breaker for many companies. So, you heard of the issues that businesses might have about Twilio. What are factors you need to consider when looking for an alternative to Twilio? ### 6 Key Qualities to Look for in Twilio Alternatives When searching for a Twilio alternative, focus on platforms that cater to your business needs while addressing most, if not all, of Twilio's limitations. Whether your focus is [omnichannel communication](https://respond.io/blog/omnichannel-communication), reliability, scalability, or automation, the best Twilio alternatives should meet these core criteria ![An%20image%20of%20icons%20showing%20the%20qualities%20for%20a%20Twilio%20replacement](https://images.ctfassets.net/ph8r57dk1q9w/6KAZJOu7RJ7wlfR7cFb9Cn/8bfd97521006f833219e8826be1c6f80/twilio-alternatives-image-2_be5a1349e8862ea2d52745738fd9d13f.png) By prioritizing these features, you can ensure your business has a communication solution that meets needs and supports your growth. Here are the key capabilities to prioritize in your search and why they matter for your communication strategy. #### 1\. Omnichannel Capabilities The best Twilio alternatives have an omnichannel inbox, consolidating all channels into a single platform. This allows businesses to manage conversations from one interface instead of juggling between tools, ensuring a consistent customer experience. An omnichannel inbox has additional features like [merging duplicate contacts](https://respond.io/blog/omnichannel-communication#toc-mobile-7) from multiple channels and the ability to [monitor agent performance](https://respond.io/blog/omnichannel-communication#toc-mobile-9) through analytics. A true omnichannel platform should also support voice call channels like [WhatsApp Business Calling API](https://respond.io/blog/whatsapp-voice-call) or [VoIP](https://respond.io/blog/voip-crm-integration). #### 2\. Stable and Reliable Platform Reliability is paramount when it comes to customer communication. A platform with high uptime ensures your business stays connected with minimal interruptions. This is particularly crucial for industries like healthcare, finance, and e-commerce, where even brief downtimes can lead to significant customer dissatisfaction and revenue loss. Also consider stability of a platform whenever a new feature is released. Features like [TikTok Messaging Ads](https://respond.io/blog/tiktok-messaging-ads) should work reliably when used. #### 3\. Built for Scale Adding on from the previous section, as a business expands, their communication needs become more complex. A strong alternative to Twilio should be capable of handling high volumes of messages without sacrificing performance. Scalability is especially important for businesses that experience seasonal spikes or rapid growth. #### 4\. Advanced Automation Capabilities Businesses that use Twilio tend to send and receive messages at fairly large scales. Therefore, a good Twilio alternative should have advanced automation capabilities to send [auto reply messages](https://respond.io/blog/whatsapp-auto-reply), [route inbound messages](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), [qualify leads](https://help.respond.io/convert-leads/how-to-automatically-qualify-contacts-based-on-budget-using-ai-agent), and more. Ideally, these capabilities should be present in a no-code automation builder that allows non-technical users to build. #### 5\. Ease of Use Software that requires a steep learning curve or technical expertise can hinder business operations. A great Twilio alternative should prioritize ease of use, featuring an intuitive interface and straightforward setup processes. Businesses should be able to deploy the platform and train teams quickly, without needing to rely on technical specialists. A good Twilio alternative should be intuitive. Businesses shouldn’t require dedicated technical teams to set up and use the software. #### 6\. Excellent Customer Support Team Access to reliable customer support can make or break your experience with a communication platform. As business messaging tools are long term investments, it’s crucial you get adequate support to improve their overall success. A good support team should minimize downtime and disruptions, guidance for complex integrations, onboarding and proactive problem resolution, Look for providers with comprehensive and responsive assistance, ensuring issues are addressed promptly. Now that you know what to look for in Twilio alternatives, let’s check out the top 6 options for you. ### 6 Best Twilio Alternatives In this section, we’ll go over the best alternatives to Twilio, highlighting some of the best options available. We’ll go through the features, limitations, pricing, and ratings and review. #### #1 Twilio Alternative: Respond.io Respond.io stands out as a robust solution for businesses looking to unify their messaging efforts. It offers a centralized platform for managing multiple messaging channels with advanced automation tools, making it an ideal choice for businesses that need to scale efficiently. ![An%20image%20of%20the%20respond.io%20highlights](https://images.ctfassets.net/ph8r57dk1q9w/Bf327FznavHZ1WUowFftP/c386666f8576fd5999ff091abe96f1bc/twilio-alternatives-image-3_a562a7e5309c36b53f7483a8361afec3.png) ##### Respond.io Best Features - Scale conversations with stability and reliability: Respond.io supports high volumes of incoming and outgoing messages without taking a performance penalty. - Excellent customer support: Human agents are available via chat or call 24/5 and in multiple languages including English, Chinese, Arabic and Spanish. Additionally, there's 24/7 AI support. - Comprehensive channel and software integration: Seamlessly connects with CRMs, e-commerce platforms, and other business tools through Zapier and Make - Advanced reports and analytics: Get an overview of how your team and campaigns are performing from closed conversations to the number of broadcasts sent. - AI Agent: Respond.io’s AI Agent is a built-in assistant that automates chats and calls. It can do multiple tasks:Answers FAQsQualifies leadsAdd internal comments to conversationsUnderstands voice messagesFollows up on conversations, greets callersAnswers basic questionsCloses chats politelyGenerates call transcripts - Answers FAQs - Qualifies leads - Add internal comments to conversations - Understands voice messages - Follows up on conversations, greets callers - Answers basic questions - Closes chats politely - Generates call transcripts Unlike traditional single-model bots, Respond.io’s upgraded AI processes only the steps needed for each task, making responses faster, more accurate and more cost-efficient. And when a human steps in, User Takeover ensures the AI stops instantly, keeping every handoff clean and controlled across all modules. - AI Assist: supports human agents with reply drafting, translation and tone consistency. - Full chat and voice coverage: As an official WhatsApp Business Solution Provider, respond.io supports WhatsApp Business Calling API and even VoIP, allowing businesses to manage calls and messages in one platform. - Ease of use: Respond.io is built to be as user friendly as possible even to non-technical teams. ##### Respond.io Limitations - Not built for developers: Respond.io doesn’t offer granular level of control of the platform. That being said, it has an API to enable developers to integrate messaging capabilities into their existing platforms or applications. - Learning curve: Users unfamiliar with automation builders might have some trouble setting up Workflows of complex operations on the first try. ##### Respond.io Pricing It has [4 pricing](https://respond.io/pricing) tiers: - Starter from $79 per month - Growth from $159 per month - Advanced from $ 279 per month - Enterprise which has a custom pricing plan ##### Respond.io Ratings and Reviews Respond.io has very positive reviews from [G2](https://www.g2.com/products/respond-io/reviews) with 4.8 out of 5 starts with 253 reviews and [Capterra](https://www.capterra.com/p/179311/Rocketbots/) with 4.2/5 stars with 12 reviews. #### #2 Twilio Alternative: Wati If your business primarily relies on WhatsApp for customer communication, Wati offers a focused and intuitive solution. Designed for SMEs, Wati is easy to set up and comes with basic automation features. ![An%20image%20of%20Wati%20highlights%20as%20a%20Twilio%20alternative](https://images.ctfassets.net/ph8r57dk1q9w/4uEZRnRsP3fpnnPSV2Atun/de6339991f2c1822dc1ca47db8361f7b/twilio-alternatives-image-4_1f13f7a82e25c7da6a47673db277f9c5.png) ##### Wati Best Features - WhatsApp API specialist: Tailored solutions for WhatsApp Business API. - Shared inbox: Facilitates team collaboration on customer inquiries. - Quick setup: Wati is an intuitive platform that’s mainly focused on SMEs. ##### Wati Limitations - Limited channel support: Primarily focuses on WhatsApp, with minimal support for other platforms. - Basic analytics: Analytics tools are not as advanced as other platforms. ##### Wati Pricing It has 3 pricing tiers: - Growth from $49 per month - Pro from $ 99 per month - Business from $ 299 per month ##### Wati Ratings and Reviews Wati has positive reviews with 4.6 out of 5 starts from [G2](https://www.g2.com/products/wati/reviews) and 4.7 out of 5 starts from [Capterra](https://www.capterra.com/p/204314/WATI/). #### #3 Twilio Alternative: Telnyx Telnyx is a developer-friendly platform offering APIs for messaging and voice. Its affordability and global reach make it a strong contender for businesses seeking cost-effective Twilio alternatives. ![An%20image%20of%20Telnyx%20highlights%20as%20a%20Twilio%20alternative](https://images.ctfassets.net/ph8r57dk1q9w/4E78wrYXegwFIEjkozRx8r/ed111ddf34908dc01b23ceb42e38e695/twilio-alternatives-image-5_130c9032b46939d38f283f977b762267.png) ##### Telnyx Best Features - Programmable APIs: Offers flexibility for custom voice and messaging solutions. - Global reach: Facilitates international communication with competitive rates. - Advanced security: Focuses on secure communications with encryption options. ##### Telnyx Limitations - Steep learning curve: API integrations can be challenging for non-technical users. - Unintuitive UI: The interface may not be as user-friendly as competitors. ##### Telnyx Pricing SMS starts at $0.0025 per message, with custom pricing for voice services based on usage ##### Telnyx Ratings and Reviews It has 4.7 out 5 stars on both [G2](https://www.g2.com/products/telnyx-cpaas/reviews) and [Capterra](https://www.capterra.com/p/173804/Telnyx/) with 291 and 122 reviews respectively. #### #4 Twilio Alternative: Sinch Sinch supports a variety of communication channels, including SMS, email, and voice, making it a versatile option for businesses looking for omnichannel capabilities. ![An%20image%20of%20Sinch%20highlights%20as%20one%20of%20the%20Twillio%20alternatives](https://images.ctfassets.net/ph8r57dk1q9w/1bf9cxkMOuAyCMwAbGz4En/70acfc9f1ae4a45d006dc30753136bc9/twilio-alternatives-image-6_cc9414162f57a2fe8c9dd1ad77f68027.png) ##### Sinch Best Features - Omnichannel messaging: Supports popular messaging channels like SMS, MMS, RCS, email, Facebook and Instagram. - Voice and video APIs: Enables seamless in-app communication. - User verification: Offers solutions for multi-channel verification. - Global coverage: Operates in over 60 countries. - Developer tools: Extensive documentation and SDKs for integration. ##### Sinch Limitations - Limited integrations: Fewer native integrations with third-party tools. - Variable support response: Users report inconsistent support response times. ##### Sinch Pricing SMS starts at $0.0078 per message, with custom pricing available upon request. ##### Sinch Ratings and Reviews Users on [G2](https://www.g2.com/products/sinch/reviews) rates Sinch at 3.9 out of 5 stars with 29 reviews. #### #5 Twilio Alternative: Bandwidth Bandwidth is a U.S.-centric platform offering reliable voice and SMS services. Its focus on compliance and carrier-grade solutions makes it ideal for businesses with regulatory requirements. ![An%20image%20of%20Bandwidth%20highlights%20as%20one%20of%20the%20Twillio%20alternatives](https://images.ctfassets.net/ph8r57dk1q9w/2wzwWqeMOMIMO6ylAKjbBy/8afb77e71eb23c89e06756de4d4e0c95/twilio-alternatives-image-7_47d88dda1918b4575f793a6f4f339084.png) ##### Bandwidth Best Features - Carrier-grade network: Ensures reliable voice, messaging, and emergency services APIs. - Compliance tools: Supports regulatory compliance for telecom services. - High Uptime: Designed for consistent and reliable communication. ##### Bandwidth Limitations - US-centric: Primarily serves the U.S. market; limited international coverage. - Complex pricing: Requires consultation for detailed pricing information. ##### Bandwidth Pricing Businesses need to contact Bandwidth for tailored pricing. However, charges are only for outbound messages ##### Bandwidth Ratings and Reviews Users rated Sinch 4.5 out of 5 stars on [G2](https://www.g2.com/products/bandwidth-bandwidth/reviews) and 4.6 out of 5 stars on [Capterra](https://www.capterra.com/p/167939/Bandwidth/). #### #6 Twilio Alternative: Bird MessageBird, or Bird, supports multiple communication channels and offers advanced automation through its Flow Builder, making it a popular choice for businesses looking to streamline communication. ![An%20image%20of%20Bird%20highlights%20as%20one%20of%20the%20alternatives%20to%20Twilio](https://images.ctfassets.net/ph8r57dk1q9w/45wExIE4uj0lcgPpj8pfCb/54e8954cc78a2205cb00fb252db6eac7/twilio-alternatives-image-8_c9e7d422d67e9dd9ed3f724a0fe70922.png) ##### Bird Best Features - Reports: Users can gain analytics on the inbox, agent performance and team performance. Metrics include response time, resolution time and customer satisfaction. - Supports in-chat payments: Businesses can send customers one-click payments within conversations. - AI chatbot and analytics: Bird has AI chatbots that offers intelligent answers while it’s AI analytics can intelligently segment your customers on a granular level. - Omnichannel communication: Bird supports a variety of channels including SMS, voice, email, Facebook and Instagram. ##### Bird Limitations ##### Bird Pricing SMS starts at $0.006 per message, with customizable plans available. There are also no message markups on Bird. ##### Bird Ratings and Reviews Bird has 4.1 out of 5 stars on [G2](https://www.g2.com/products/messagebird-bird/reviews) and 4.5 out of 5 stars on [Capterra](https://www.capterra.com/p/160795/Bird/). Now that you’re familiar with the best Twilio alternatives, which should you choose? ### Why Choose Respond.io as a Twilio Alternative? If you’re seeking a platform that combines omnichannel capabilities, advanced automation, and robust customer support, respond.io is the best choice for businesses. | Supported Channels | Stability at Scale | Advanced Automation Capabilities | Ease of Use | Reliable Customer Support | | --- | --- | --- | --- | --- | | All popular messaging channels and custom channels | ✅ Stable high volume messaging | ✅ No-code automation builder with integrated AI capabilities | ✅ User-friendly and intuitive | ✅ 24/5 support in 5 languages | Respond.io has the total package when it comes to managing customer conversations. Its AI Agent unifies chat and voice experiences by managing both written and spoken interactions, while agents can seamlessly transfer live WhatsApp calls without interrupting the customer experience. If you’re convinced about moving to respond.io from Twilio, why not sign up for a [free respond.io trial today](https://app.respond.io/user/register)? ### Further Reading If you want to have a further dive into business messaging platforms, here are some articles to read: - An Advanced Sleekflow Alternative for Large Businesses - Trengo Alternative: A Powerful Alternative for Large Enterprises - Unlock Growth Potential with a Wati Alternative for Businesses Using Multiple Channels ## [Best AI Agents for Customer Support in 2026: Pros, Cons & Pricing](https:/respond.io/blog/best-ai-agents-for-customer-support) Explore best AI agents for customer support in 2026. Compare pros, cons & pricing of top platforms: respond.io, Intercom, Zendesk, Kommunicate, Ada, Chatbase. If you're considering an AI agent for customer support, the wrong choice can increase backlog, frustrate customers and drive churn — so this guide compares the top options for real-world support operations. This is for mid-market consumer brands that run support across messaging apps, email and voice, and need automation without losing control of quality. Customers want instant help, but businesses have limited capacity and human agents to handle it. Enter [AI agents](https://respond.io/ai-agents): not just chatbots that spit out canned replies, but digital teammates that actually get work done. Think of them less like an FAQ answering machine and more like a helpful support rep who never sleeps, never forgets and doesn’t ask for a raise. In this guide, we'll break down the features that separate the best tools from the rest and a side-by-side shortlist of top contenders for customer support in 2026. ### Why look for an AI agent for customer support? Support teams usually start evaluating AI agents when channel sprawl, rising ticket volume and slow response times start hurting customer experience. Common triggers include inconsistent answers across channels, rising staffing costs, weak guardrails around automation and poor handoff from bots to human agents. Pricing surprises at scale are another reason to reassess existing tools, especially when per-seat, per-resolution or usage-based fees grow faster than expected. These pain points map directly to the criteria below: channel coverage, action-taking automation, safe knowledge grounding, escalation, analytics and predictable pricing at scale. ### What are AI agents for customer support? For buyer evaluation, an AI support agent is software that can resolve common issues using approved knowledge and take actions like updates, refunds or routing with safe escalation to humans. Customer service and customer support often get mixed up. Service is broad: handling inquiries, building relationships, guiding purchases. Support is narrower: helping customers fix problems, navigate issues or get unstuck. In this context, an AI agent is more than an [AI chatbot](https://respond.io/blog/best-ai-chatbot-for-customer-service). Instead of just replying with prewritten lines, it behaves like a real teammate. It can manage conversations end-to-end, update customer records, trigger follow-up tasks and know the right time to bring in a human. This is why AI agents aren’t just chatbots. Chatbots live on scripts and decision trees, which makes them inflexible. AI agents, on the other hand, understand natural language, pull from customer data and adapt in real time. They can resolve issues on their own, and when they can’t, they hand the conversation to a human without making the customer repeat everything. ### What are the benefits of using AI agents for customer support AI agents bring a lot more to the table than quick replies. They lighten the load for your team, keep customers happy and cut out the repetitive grind that makes support a slog. ![Image%20depicting%20the%20benefits%20AI%20agents%20offer%20for%20customer%20support.](https://images.ctfassets.net/ph8r57dk1q9w/7a0jVHjjQeXa3OPKwuLYan/1689b9372d78ce4cb7441424809e55ad/AI_Agents_for_Customer_Support_-_Image_1.png) Here’s what they actually deliver: #### Speed without burnout [Customers want answers fast](https://www.forbes.com/sites/shephyken/2023/01/08/todays-customer-has-a-need-for-speed/). AI agents can jump on routine requests immediately, cutting wait times from hours to seconds. Your human agents stop drowning in repetitive “where’s my order” questions and focus on cases that actually need judgment. That means happier customers, fewer backlogs and a team that can focus on more pressing tasks. #### Consistency across the board Humans vary in tone and accuracy. AI agents deliver the same level of service 24/7, whether it’s 2pm or 2am. That consistency builds trust. It also helps shape your brand voice, since customers experience the same tone and clarity every time. #### Lower costs without lowering quality Hiring and training a big team is expensive. AI agents scale easily, so you can support more customers without ballooning payroll. The additional savings can be reinvested into training your human agents for complex work where they add the most value. #### Smarter decisions with better data AI agents don’t just chat aimlessly. They can be [trained on your knowledge base](https://respond.io/help/ai-agents/getting-started-with-ai-agents), FAQs and past conversations so they pull answers from the same sources your human team uses. Instead of copy-pasting generic replies, they reference your actual policies and product details. The result is sharper, more reliable answers that stay up to date as your knowledge base grows. #### Multilingual support made simple Need to support Spanish speakers in Madrid, Malay speakers in KL and French speakers in Montreal? Many AI agents can handle multilingual support out of the box. That’s global scale without hiring a mini-UN. It also signals to customers that you respect their language and culture, which builds loyalty faster than a discount code. ### Key features behind the best AI agents for customer support When it comes to something as high-tech as AI Agents, it’s easy to get distracted by buzzwords and flashy demos. But you need to see the forest through the trees: the real litmus test is simply "will this make my team's life easier? ![Image%20depicting%20some%20of%20the%20key%20features%20any%20AI%20agent%20needs%20for%20customer%20support.](https://images.ctfassets.net/ph8r57dk1q9w/1Ixv8M6xzVyZS5cXl4Dz9W/8f9734147ea7d953e2ac69288a7d76ed/AI_Agents_for_Customer_Support_-_Image_2.png) So when evaluating the best possible AI Agent for your business, keep an eye out for the following features: - Takes action automatically: Strong AI agents don’t just reply, they act. They can pick up a call, qualify a lead, send a booking link, fetch and act on real-time business data via API integrations, update contact details or trigger a follow-up automatically. - Knowledge-driven answers: The most reliable AI agents are trained on your own knowledge base, help center articles or uploaded documents. This keeps answers accurate and tailored to your business, instead of relying on guesswork. - Unified multichannel inbox: Customers don’t limit themselves to one app. The best AI agents handle conversations from WhatsApp, Messenger, TikTok, email and even voice calls in a single inbox, with context from past interactions intact. - Smart escalation: No AI agent can solve every problem. What matters is a smooth handoff, where the agent passes the full conversation and history to a human so the customer doesn’t have to start over, including summaries of voice calls when conversations move beyond chat. - Audio, image and file understanding: Advanced agents can even interpret audio, screenshots, PDFs, invoices and other various attachments to speed up troubleshooting and cut down on back-and-forth. - Guardrails for safety and compliance: Good AI agents put limits in place to reduce errors, follow business rules and protect sensitive data. This ensures AI Agents can be trusted in real customer conversations. - Always-on reliability: Customers expect 24/7 help. The best AI agents deliver consistent uptime and performance, so support doesn’t stop when your team signs off. ### AI agent comparison table | Platform | Channels supported | AI Agent features | Pricing (mid-tier) | Best for | | --- | --- | --- | --- | --- | | Respond.io | WhatsApp, Messenger, Instagram, TikTok, Telegram, Instagram, LINE, email, VoIP and more | Role-based AI agents, AI agent voice calls, AI agent follow up, smart routing, Lifecycle view, Test AI Agent, workflow automation, CRM integrations, enterprise safeguards | Growth plan from $159/month for 10 users with unlimited AI agent usage and advanced automation | Brands juggling high chat volume across multiple apps who need reliable, omnichannel coverage | | Intercom | In-app messenger, email, WhatsApp, Messenger | Fin AI answers from help docs, multilingual support, screenshot reading, proactive messaging, seamless escalation | Advanced plan starts at $99 per seat/month; Fin billed separately at $0.99 per resolution | SaaS companies already invested in Intercom’s ecosystem wanting a polished AI layer | | Zendesk | WhatsApp, LINE, Facebook, X, email | AI agents and copilot for ticketing, Answer Bot, generative replies, routing & prioritization | Suite Professional plan costs $149 per agent/month | Enterprise teams structured around tickets and complex workflows | | Kommunicate | WhatsApp, Messenger, SMS | No-code FAQ bot, NLP integrations (e.g., Dialogflow), templates, multilingual support, human handoff | Professional plan at $200/month (includes 2 AI agents and 2,000 conversations). Extra agents $30/month | Budget-conscious startups and midsize teams that want a quick setup with customization potential | | Ada | Web, app integrations, messaging channels (varies by deployment) | No-code flow builder, multilingual support, transactional query handling, scalable automation | Custom usage-based pricing is provided on request after consultation | High-volume industries like travel and retail where fast, repetitive support dominates | | Chatbase | WhatsApp, Messenger, Instagram, Telegram, SMS, Email and more | Trains on your content, runs API actions, multilingual, analytics, human handoff | Standard plan costs $150/month with 12k messages, 2 agents, 10 actions each, 3 seats | Teams wanting a flexible AI agent built on their own data | | ArminCX | WhatsApp, E-Mail, Instagram, Facebook, Live Chat, Voice | E-commerce AI agents, AI Voice Assistant, Shopify-integrated workflows, automated order/invoice/returns handling, unified inbox, historical-ticket training | On-demand; contact sales | E-commerce brands needing deep Shopify/WhatsApp automation and DACH-focused AI support | ### 7 best AI agents for customer support in 2026 The market is crowded with tools that all promise smarter, faster support. Some really do the job, others, not quite. To save you the trouble of wading through endless vendor pages, here's a closer look at seven platforms that actually stand out in 2026. #### Respond.io [Respond.io](http://Respond.io) is a customer conversation management platform with AI agents that can take workflow actions for customer support across multiple channels, with controlled escalation to human agents. Instead of just chatting and answering simple questions, these agents can act on workflows, read customer attachments, pull from your FAQs or PDFs and pass issues to a human when needed. It also gives teams a shared inbox across channels like TikTok, VoIP and WhatsApp, but that inbox is a feature of the platform rather than the product category itself. ##### **Best for** Companies that want powerful AI agents with guardrails, workflows and omnichannel coverage in one place. ##### **Pros** - Omnichannel inbox that unifies WhatsApp, Messenger, Instagram, TikTok, Telegram, email, VOiP and more - Handle WhatsApp and Telnyx voice calls with human or AI agents, including live call transfers from AI to human without disconnecting the caller. - Drag-and-drop automation builder for auto replies, reminders, surveys and escalations - AI Agents that can qualify leads, resolve questions, understand files, leave context-rich automated internal comments and escalate to humans - Automatic contact tagging by AI Agents to classify leads and trigger workflows - AI Agents can securely call external APIs during conversations to fetch or update real-time data from CRMs, booking systems, order tools or internal databases - Test AI Agent feature so teams can trial conversations before going live - Fast and accurate AI performance thanks to a streamlined, step-based reasoning system. - Automatic contact tagging by AI Agents to classify leads and trigger workflows - Prompt templates and built-in AI safety guardrails for faster, safer setup - Instant human takeover with the AI stopping immediately, ensuring clean handoffs across all modules. - Extensive integrations with CRMs like HubSpot, Salesforce and others - AI-powered reply suggestions to speed up routine responses - Clear pricing with no hidden fees or add-ons - Always-available support team with live chat, onboarding assistance and calls when needed - GDPR and ISO 27001 certified, backed by 99.999% availability ##### **Cons** - Broad feature set means there’s a learning curve before teams unlock full value ##### **Pricing** [Respond.io](http://respond.io/)'s growth plan is priced at $199 per month. It offers seats for 10 users along with unlimited AI Agent usage and access to advanced automation. Pricing is more predictable than many usage-led tools because AI Agent usage is included within plan AI credit limits, but teams should still forecast seat growth and any advanced workflow requirements as they scale. #### Intercom Intercom has long been known for its clean chat interface and proactive messaging. Intercom is a customer support messaging platform with an AI agent layered on top of its in-app chat and help center. Its AI agent, Fin, is designed to answer questions using your help center, with support for multiple languages and even screenshots. It is polished and fits neatly into Intercom’s broader suite of tools. ##### **Best for** Companies already on Intercom that want a no-frills AI agent added in ##### **Pros** - Pulls answers from multiple knowledge sources through a central hub - Multilingual support with auto detection and translation - Easy handoff to human agents inside the same chat window - Clear usage-based pricing per resolution ##### **Cons** - It can get expensive with high-resolution volume - Answer quality depends heavily on how good your knowledge is ##### **Pricing** Intercom’s Advanced plan begins at $99 per seat each month, with the Fin AI Agent charged separately at $0.99 per resolved conversation. As resolved conversations grow, Fin's per-resolution fees can become the dominant cost driver, so forecast monthly resolution volume before committing. #### Zendesk Zendesk has been around for years as the ticketing giant of customer support. Zendesk is a ticketing-centric customer support platform with AI features that augment ticket workflows. Its AI features now include autonomous agents, an AI copilot and quality tools that sit on top of its existing ticketing and messaging system. It is trusted by enterprises and comes with a wide marketplace of integrations. ##### **Best for** Large teams that live in ticketing systems and need AI layered into existing workflows. ##### **Pros** - AI agents and copilot built into core ticketing and messaging - Intelligent routing and prioritization for large teams - Answer Bot deflects repetitive tickets with knowledge base articles - Chat summaries and AI-assisted responses ##### **Cons** - AI features often sit in higher tiers or as add-ons - The setup and interface can feel heavy for smaller teams - Costs rise quickly if you want the full AI suite ##### **Pricing** At $149 per agent each month, Zendesk’s Suite Professional plan provides access to AI agents, generative responses and flexible reporting tools. Total cost can climb quickly as agent counts, add-ons and higher AI tiers expand across larger support teams. #### Kommunicate Kommunicate blends live chat with AI bots and gives you the option to use its builder or bring your own NLP like Dialogflow. Kommunicate is a live chat and bot platform that overlaps with customer support automation but is lighter than broader conversation-management suites. It is priced to be accessible for startups and midsize businesses. With templates for quick deployment and human handoff built in, it makes automation approachable without feeling overwhelming. ##### **Best for** Startups or midsize teams that want affordable chatbots with room to customize. ##### **Pros** - Connects with external NLP like Dialogflow - No-code builder and templates for fast setup - Can train on articles, PDFs and webpages - WhatsApp, Messenger, SMS support - Smooth AI agent-to-human handoff ##### **Cons** - Analytics are basic compared to enterprise tools - Advanced customization may need technical input - Integration library is smaller than more established platforms like respond.io or Intercom ##### **Pricing** Kommunicate’s Professional plan is $200 per month, covering 2 AI agents and 2,000 conversations. Extra agents can be added for $30 each per month. Costs may rise steadily as you add more agents and exceed bundled conversation volume, so check how overages affect your monthly run rate. #### Ada Ada is a no-code AI platform built for speed, and an automation-focused self-service platform designed to deflect repetitive support demand at scale. It is popular with high-volume industries like travel and retail where customers ask the same questions again and again. Non-technical teams can set up flows quickly, deflecting routine queries and freeing agents for more complex cases. ##### **Best for** High-volume businesses that want to roll out AI quickly without engineers. ##### **Pros** - Simple no-code builder for fast deployment - Strong multilingual support out of the box - Handles repetitive and transactional queries well - Designed to scale in industries with massive customer volumes ##### **Cons** - Less flexible for complex workflows or custom logic - Pricing is not public and are typically sales negotiated - Performance depends on the quality of your knowledge sources - Lighter on broader contact center features compared to larger suites ##### **Pricing** Ada uses a custom, usage-based pricing model that scales with your customer contact volume rather than fixed tiers. Exact costs aren’t public and are typically provided only after a sales consultation. Because pricing is custom and volume-based, buyers should model peak support demand and contract minimums before signing. #### Chatbase Chatbase lets you build and deploy AI agents for channels like Instagram, Slack and WhatsApp, trained on your knowledge base, documents,and APIs. Chatbase is an AI agent builder rather than a full customer support suite, so its flexibility is strongest when you want to assemble a custom setup. Unlike basic chatbots, it supports “Custom Actions,” so your agent can do things like fetch invoices, update records, or trigger workflows. It’s flexible, no-code friendly, and works across multiple support channels. ##### **Best for** Businesses that want a customizable AI support agent trained on their own data ##### **Pros** - Train agents on your own docs, URLs, or uploads for domain-specific answers - Custom Actions let agents complete tasks through APIs, not just reply - Integrates with CRMs and ticketing systems, plus supports human handoff - Provides analytics and feedback to improve performance - Transparent add-on pricing for credits, bots, and branding ##### **Cons** - Credit-based usage can make costs unpredictable at high volume - White labeling and custom domains cost extra - Limited number of agents per plan without paying for extra upgrades - Complex industries may require engineering beyond built-in features ##### **Pricing** Chatbase's Standard plan costs $150/month and includes 12,000 message credits, 2 AI agents, 10 AI Actions per agent, and 3 team seats. Credit-based pricing can become less predictable at higher support volume, especially if you need more agents, actions or seats. #### ArminCX ArminCX focuses on D2C operational excellence rather than being a general-purpose helpdesk. ArminCX is a D2C support automation suite built around e-commerce operations rather than a general customer service platform. Its AI agents resolve high-volume inquiries like order status, invoices, returns and subscription changes by pulling real data from Shopify, Klaviyo or Billbee. The platform includes a native AI Voice Assistant for inbound call handling and hotline automation, using the same workflows that power chat channels. ##### **Best for** E-commerce brands in the DACH region that want an AI-first support suite with deep Shopify workflows, WhatsApp automation and an integrated AI Voice Assistant. ##### **Pros** - Purpose-built for e-commerce with native Shopify/Billbee/Klaviyo integrations - Strong WhatsApp automation layer for both support and sales - AI agents trained on historical tickets for domain-specific accuracy - AI Voice Assistant for call deflection, routing and automated voice resolution - Multi-channel inbox with unified workflows across chat and voice - DACH-oriented onboarding and German-language support - Workflow templates for common D2C cases (order lookup, invoices, returns, subscriptions) ##### **Cons** - Smaller integration ecosystem beyond the e-commerce stack - Rapid product iteration can introduce minor adjustments for teams - Best suited to Shopify/Klaviyo-style setups; custom enterprise systems may require engineering support - AI automation quality depends on clean ticket migration and structured knowledge sources - Some teams report needing support from ArminCX staff or freelancers to build initial workflows before achieving full automation ##### **Pricing** On-demand. Requires contacting the ArminCX sales team. Buyers should ask how pricing changes with voice usage, workflow complexity and support volume before committing. ### Which is the best AI agent for customer support? The best AI agent for customer support is the one that matches your channel mix, automation depth and escalation needs — especially under high conversation volume. Some are great at holding conversations but weak at actually doing things. Others automate workflows but lack the customer context that makes support feel personal. Respond.io bridges that gap. It gives your team a single platform where AI agents act like real teammates, managing conversations, updating records, triggering workflows and looping in humans at the right moment. That means less tool switching, faster resolutions and more time spent helping customers instead of chasing details. Here’s what makes respond.io stand out: - Omnichannel AI agents that resolve issues by checking orders, sending booking links or updating customer info directly in chat - VoIP and WhatsApp API calling support, so your team can switch from chat to voice while keeping the full conversation context. - Lifecycle tracking to qualify prospects, follow up and prioritize high-value leads - Detailed reporting that breaks down resolution rates, customer satisfaction and team performance - Always-on reliability so customers get timely support in any channel and time zone Respond.io is often the best fit when you need AI agents to take actions in workflows across multiple channels with controlled human handoff; if you mainly need an in-app website messenger AI, Intercom can be a better fit. If your support is almost entirely ticket-based inside a mature Zendesk setup and you don't need multichannel messaging plus workflow actions, switching to respond.io may add unnecessary change management. It solves problems and keeps your team focused on what matters most. If you want to see whether respond.io fits your channel mix, request a demo and map one real support workflow end to end before migrating. ### FAQs about AI agents for customer support ### Further reading If you found our article helpful, you should check out the following reads: - 7 Best AI Chatbots for Customer Service in 2026 for Businesses - Best AI Lead Generation Tools & How to Choose One - Top 10 WhatsApp Chatbots in 2026: Pros, Cons & Pricing Compared ## [Best AI Chatbots for Website: Top Platforms Compared](https:/respond.io/blog/best-ai-chatbots-for-website) Discover the best AI chatbots for websites in 2026: Respond.io, Intercom, Zendesk AI, Tidio, Chatbase, Drift, HubSpot Chatbot, ManyChat, Landbot ### What is an AI Chatbot for Website? When visitors land on your website, they’re usually potential leads exploring your business. But without instant engagement, many of them leave without converting. This is where AI chatbots for websites come in. An AI chatbot for a website is an automated conversational tool that uses artificial intelligence to interact with users. For example, businesses set AI chatbots to greet visitors 24/7, answer questions, qualify leads and guide them toward booking a demo, making a purchase or speaking with sales. They have become an important part of the sales funnel with proven results. In fact, [websites with chatbots resolve tickets 18% faster](https://lp.glassix.com/hubfs/Glassix%20AI%20Chatbots%20Study.pdf?utm_source=chatgpt.com) than those without them. In this guide, we’ll show you how to choose the right AI chatbot for your website, review the 9 best options in the market, and share tips on selecting the one that maximizes conversions. ### How to Choose the Best Chatbot for Website ![](https://images.ctfassets.net/ph8r57dk1q9w/5P6PPyU7YdRdaktqWIyqkL/3d6448c187c61ab1f5aa7c0a7fd83119/Practical_Guide___Best_AI_Chatbot_for_Website_-_Image_1__1_.png) **Comprehensive features:** The chatbot should do more than answer basic questions. Look for AI that can understand intent, qualify leads, route conversations, schedule meetings, answer voice calls and more. **Ease of use:** A chatbot that’s hard to set up or requires extensive coding can slow down adoption. Prioritize platforms with intuitive interfaces, templates and guided onboarding. Even advanced AI tools should make it easy to customize chat flows for your website without deep technical knowledge. **Reliable customer support:** Your chatbot provider should back you with reliable support. Strong support is especially important if your chatbot handles high-intent leads, where delays or errors could cost conversions. **Transparent, scalable pricing:** While [website chatbots reduce your operational costs](https://www.makebot.ai/blog-en/10-benefits-of-ai-chatbots-for-business-and-customers?utm_source=chatgpt.com#:~:text=On%20average%2C%20customer%20service%20chatbot%20interactions%20cost%20only%20%240.50%20to%20%240.70%20per%20session%2C%20while%20human%20agents%20typically%20cost%20%2419.50%20per%20hour.%C2%A0), you still don't want to overpay for them. Compare subscription tiers based on features, AI usage limits and add-ons. Some chatbots charge extra for advanced AI features or additional website traffic. Make sure the plan aligns with your website’s visitor volume and expected lead generation outcomes. ### Top 9 Best AI Chatbots for Website | Platform | Pros | Cons | Best For | | --- | --- | --- | --- | | Respond.io | Omnichannel AI Agents; AI-triggered workflows; advanced reporting; answers calls in addition to chats; deep integrations; highly customizable. | Steep learning curve due to rich feature set. | Businesses needing omnichannel sales and marketing across chat and calls. | | Intercom | Strong SaaS focus; large app ecosystem; AI-powered inbox. | Pricing escalates quickly with add-ons and AI usage; limited chat widget customization. | SaaS companies needing scalable support and onboarding. | | Zendesk AI | Robust ticketing + AI workflows; strong analytics; enterprise-grade reliability. | Expensive ($149/agent); advanced AI locked behind add-ons; setup takes time. | Enterprises wanting full-suite support with AI-enhanced ticketing. | | Tidio | Affordable ($59/month); AI Copilot + chatbots; good analytics; easy setup for SMBs. | Strict AI and automation limits; one-time Lyro AI allowance; limited scalability. | Small to mid-sized e-commerce teams needing live chat + light AI. | | Chatbase | Simple to use; fast FAQ bot setup; supports training on docs and websites. | Limited channels; add-ons inflate costs; analytics are basic. | Businesses wanting quick, FAQ-style bots trained on their own data. | | Drift | Real-time AI for lead qualification; visitor de-anonymization; deep CRM integrations. | Very expensive (~$2,500+); steep learning curve; features locked to higher tiers. | B2B companies prioritizing website lead gen and sales pipeline. | | HubSpot | Native CRM integration; modular AI agents; strong analytics; cross-channel messaging. | Advanced AI only in Pro/Enterprise; setup complexity; onboarding fee (~$3,000). | Teams needing CRM-driven AI workflows for sales and marketing. | | ManyChat | Budget-friendly; strong for social platforms; template flows for WhatsApp & IG. | Limited automation depth; poor reporting; weak support. | Creators and micro-businesses focused on social media messaging. | | Landbot | No-code flow builder; quick setup; AI trainable on docs; 50+ templates. | AI still in Beta; limited to WhatsApp & web; scaling adds costs quickly. | Companies wanting simple, no-code chatbot workflows for lead capture. | #### 1\. Respond.io Respond.io is an omnichannel business conversation software that centralizes communication from multiple channels — including website chat, WhatsApp, Messenger, Instagram, phone calls, and more — into one unified inbox. It contains advanced features for all businesses, from small to enterprise. ##### Best for Growing businesses and enterprises in need of omnichannel messaging and AI chatbots to sell and market. ##### G2 rating 4.8/5 (360 reviews) ##### Capterra rating 4.6/5 (38 reviews) ##### Key features - AI-powered agents that qualify, route and summarize conversations, answer voice calls and more - Unified omnichannel inbox - Workflow automation builder - Voice calls that can be transfered among agents: WhatsApp, Tenlyx and n8n - Customer funnel management with Lifecycle - Broadcasts - Performance dashboards and reporting - Native integrations (Salesforce, HubSpot, Zapier, Make, APIs) - Multi-workspace support, webhooks, and SSO on higher tiers ##### Pros - AI Agents that do far more than FAQsAssign conversations to agentsSend links for payments or bookingsUpdate contact detailsGenerate chat summariesHandle voice callsFollow up with unresponsive customersOptimized AI performance for quicker, cleaner responses without unnecessary processingInstant switch to a human agent with no AI interruption for smooth and controlled handoffsAdd internal comments to capture context during AI-to-human handoffs - Assign conversations to agents - Send links for payments or bookings - Update contact details - Generate chat summaries - Handle voice calls - Follow up with unresponsive customers - Optimized AI performance for quicker, cleaner responses without unnecessary processing - Instant switch to a human agent with no AI interruption for smooth and controlled handoffs - Add internal comments to capture context during AI-to-human handoffs - Start quickly with role-based AI templates like receptionist, support, sales agents, or design custom ones - Use AI Agents to trigger workflows for tailored customer journeys and advanced integrations - Make live API requests to external systems like CRMs or booking tools to retrieve data or trigger actions mid-conversation - Train the AI using company resources such as PDFs or website content - AI Agents work across all channels, not just web chat - Evaluate performance with detailed analytics - 24/5 call and chat human support, 34/7 AI support ##### Cons - Feature-rich platform can be overwhelming for new users ##### Monthly pricing The Growth plan begins at $199 per month for 10 users. It includes unlimited workflows, unlimited AI credits, advanced reporting and onboarding assistance via chat or call. #### 2\. Intercom Intercom is a messaging platform created with SaaS companies in mind, combining live chat, chatbots, product onboarding, ticketing, and in-app communication. ##### Best for Large-scale organizations seeking a customer engagement platform tailored to SaaS workflows. ##### G2 rating 4.5/5 (3.592 reviews) ##### Capterra rating 4.5/5 (1,131 reviews) ##### Key features - In-app chat, messenger, and live chat - Bot automation and Fin AI agent - Shared inbox and ticketing - Automated workflows - Product tours and onboarding sequences - Help center and knowledge base - Over 450 integrations with CRMs and apps ##### Pros - Wide integration ecosystem - Strong help center and knowledge base features - AI-powered inbox for greater agent efficiency ##### Cons - Pricing can increase sharply with add-ons and usage - Limited customization options for website chat ##### Monthly pricing The Advanced plan is $99 per seat, billed monthly, with 20 free Lite seats included. AI usage is billed separately at $0.99 per Fin AI resolution, making costs harder to predict at scale. #### 3\. Zendesk AI Zendesk provides a full customer service platform with ticketing, messaging, live chat, and built-in AI tools to automate and optimize support. ##### Best for Growing companies needing a full suite of customer support solutions. ##### G2 rating 4.3/5 (7,447 reviews) ##### Capterra rating 4.7/5 (Zendesk AI: 3 reviews) ##### Key features - Messaging and ticketing across channels - AI-driven chatbots and workflow automation - Smart routing and escalations - Robust reporting and analytics - Extensive app and CRM integrations ##### Pros - No-code bot builder makes automation accessible - Persistent conversations across devices - AI tools designed to improve agent productivity ##### Cons - Onboarding can be time-consuming - Some advanced AI tools require additional purchases ##### Monthly pricing The Suite Professional plan costs $149 per agent per month. It includes the “Essential” AI package, with more advanced AI features locked behind higher plans or add-ons. #### 4\. Tidio Tidio is a live chat and chatbot platform tailored to SMBs, especially e-commerce. It merges real-time chat with AI automation, visitor tracking, and multi-channel messaging. ##### Best for Small and mid-sized e-commerce businesses seeking to boost sales and customer engagement. ##### G2 rating 4.7/5 (1,805 reviews) ##### Capterra rating 4.7/5 (570 reviews) ##### Key features - Live chat with Lyro AI Agent - Email fallback and visitor tracking - Multi-channel messaging (Instagram, Messenger, email) - Workflow automations and triggers - Analytics dashboards ##### Pros - Pre-built chatbot templates for faster setup - Combines live chat with built-in email marketing - Hybrid of AI-powered and rule-based bots - Analytics provide insight into agent and customer behavior ##### Cons - Lyro AI Agent and is charged separately based on number of conversations - Restricted AI usage for some industries (no healthcare, gambling, or finance) ##### Monthly pricing The Growth plan costs $59/month. It includes 10 user seats, AI Copilot, Lyro AI conversations, and advanced analytics, but comes with strict caps: Only 100 billable conversations, 50 Lyro AI conversations one-time and 100 flow visitors. #### 5\. Chatbase Chatbase is a chatbot builder that allows companies to train AI bots on their own data, focusing on simple FAQ-style assistants. ##### Best for Teams that want quick-to-deploy FAQ bots with minimal setup. ##### G2 rating 4.7/5 (1,805 reviews) ##### Capterra rating 4.3/5 (73 reviews) ##### Key features - FAQ/Q&A chatbots - Easy-to-use interface - Basic logs and analytics ##### Pros - Straightforward and fast to implement - Can be trained on company documents and websites - Bots can handle routing and lead updates - Flexibility to test multiple LLM models ##### Cons - Limited to WhatsApp, Instagram, Messenger, and website - Too narrow for businesses needing broader CX solutions - Relies heavily on add-ons, raising costs - Basic analytics in mid-tier plan ##### Monthly pricing The Standard plan is $150/month for 12,000 messages, 2 AI Agents, and 3 users. Costs rise with more messages, bots, or premium features like branding removal. #### 6\. Drift Drift, part of Salesloft, is a conversational marketing platform aimed at capturing and qualifying website leads in real time with AI. ##### Best for B2B companies that prioritize conversational marketing and lead generation. ##### G2 rating 4.4/5 (1,252 reviews) ##### Capterra rating 4.3/5 (73 reviews) ##### Key features - Conversational landing pages and playbooks - Bot-to-human handoff - AI lead qualification and scoring - Visitor identification and intent detection - CRM and marketing integrations ##### Pros - Real-time lead capture and qualification - Strong CRM integrations and routing - Visitor de-anonymization and scoring - Personalized follow-up workflows ##### Cons - Setup complexity - Customization is often tied to contracts - Very high cost - Most advanced tools on enterprise tiers ##### Monthly pricing Not publicly listed; plans generally start at ~$2,500/month. #### 7\. HubSpot Chatbot HubSpot offers an AI-driven chatbot through its CRM platform, with tools for customer service, sales, and marketing automation. ##### Best for Businesses wanting CRM-driven automation and AI workflows for sales and support. ##### G2 rating 4.4/5 (33,729 reviews) ##### Capterra rating 4.5/5 (4,417 reviews) ##### Key features - CRM-integrated chat flows - Automated lead qualification and routing - Meeting booking and workflow automation - Multi-channel chat + email - Modular AI agents and assistants ##### Pros - Works seamlessly with HubSpot CRM, Sales, and Marketing - AI agents for lead qualification, service, and data enrichment - AI assistant gives contextual recommendations - Modular AI marketplace for customization - Strong analytics for marketing and sales ##### Cons - Advanced AI is locked in Pro/Enterprise tiers - Setup complexity and onboarding fees - Limited flexibility outside HubSpot ecosystem ##### Monthly pricing Marketing Hub Professional is $890/month for 3 seats with 3,000 AI credits included. A one-time ~$3,000 onboarding fee applies. #### 8\. ManyChat ManyChat helps small businesses and creators automate messaging across popular social channels, with a focus on affordability and ease of use. ##### Best for Creators and micro-businesses who rely heavily on social platforms. ##### G2 rating 4.6/5 (155 reviews) ##### Capterra rating 4.6/5 (72 reviews) ##### Key features - Bots for WhatsApp, Messenger, Instagram, TikTok, Telegram, SMS, and email - Visual flow builder - Commerce and payments support - Audience segmentation and broadcast tools - Website chat embed ##### Pros - Library of templates for quick WhatsApp and Instagram flows - Multi-platform support - AI automation for full conversations - Works with click-to-chat ads and QR codes ##### Cons - Limited user capacity - Basic AI with little flexibility - Weak analytics (campaign-level only) - Email-only customer support ##### Monthly pricing Mid-tier plan costs $15/month for 3 users and 500 contacts. Advanced automation requires higher tiers. #### 9\. Landbot Landbot is a no-code chatbot platform designed for building interactive flows on websites and WhatsApp. ##### Best for Companies seeking an easy way to build chatbot-led lead capture without coding. ##### G2 rating 4.7/5 (328 reviews) ##### Capterra rating 4.4/5 (70 reviews) ##### Key features - Drag-and-drop flow builder - Conditional logic and branching - API and CRM integrations - Website and WhatsApp bots - Pre-built templates ##### Pros - Easy to use with a visual editor. - AI can be trained on website or document content. - Bots can collect leads and assign chats. - 50+ templates for faster launch. ##### Cons - AI agents still in Beta. - Limited to WhatsApp and web chat. - Advanced support only in premium plans. - WhatsApp AI not on lower tiers. ##### Monthly pricing The WhatsApp Pro plan is $220/month for 2,500 web/Messenger chats, 500 AI chats, 10,000 WhatsApp messages, and 3 seats. Extra usage costs $0.10 per AI chat and $25 per additional seat. ### Is Respond.io the Best AI Chatbot for Website? When choosing an AI chatbot platform, businesses face a trade-off: some tools excel at live chat, others specialize in ticketing, and a few focus on lead generation. If you’re a growing business or an enterprise, you need a scalable solution that lets you build AI agents for your website. Most importantly, you need a platform to manage all customer sales and marketing conversations across messaging and voice channels, no matter your business size. Respond.io unifies all conversations into a single inbox, powered by enterprise-grade AI agents that automate replies, qualify leads, route chats and secure repeated conversions. And with a proven track record serving over 10,000 businesses worldwide, it’s a platform built to scale with you. [**Try respond.io for free**](https://app.respond.io/user/register) and experience the future of AI-driven customer conversations. ### Further Reading If you've found this article helpful, consider these others to learn more about chatbots in business. - AI Sales Agent Tips to Enhance CX and Convert Faster - How to Create a WhatsApp Chatbot: 3 Use Cases (+Examples) - Top 10 WhatsApp Chatbots in 2026: Pros, Cons & Pricing Compared ## [Best AI Lead Generation Tools & How to Choose One](https:/respond.io/blog/best-ai-lead-generation-tool) These are the top 10 AI Lead Generation Tools: Respond.io, Landbot, Chatbase, Apollo, Customers.ai, Clay, Saleshandy, Zoominfo, Hubspot and Drift. ### What is AI Lead Generation? AI lead generation is the use of artificial intelligence to find, qualify, and nurture leads (potential customers). Instead of manually searching for prospects or relying only on basic forms and ads, AI helps automate and improve the lead generation process. Here’s a practical example to help you understand this concept: Imagine running ads on Facebook or Instagram that link to WhatsApp. A potential customer clicks the ad and sends a message to your business. 1. Instead of waiting for an agent, an AI-powered chatbot identifies the lead intent, greets the customer and asks a few qualifying questions (e.g., budget range, product interest, timeline). 2. Based on the lead’s answers, the AI scores the lead in real time — high-value prospects are routed directly to a sales agent, while casual browsers get automated nurturing (FAQs, product catalogs, or drip campaigns). 3. At the same time, AI helps filter out spam or low-quality contacts so your sales team only spends time on real opportunities. With this setup, businesses can automatically capture, qualify, and route leads at scale, even outside working hours. But this was just a specific example. Let’s now explore how you can use AI for lead generation. ### How to Use AI for Lead Generation ![](https://images.ctfassets.net/ph8r57dk1q9w/3cqNQUcPEhkHz6He0A9Tz3/bf601fc1db859765f69dd1660a6ec985/Practical_Guide___Best_AI_Lead_Generation_Tools_-_Image_01.png) AI helps businesses find, qualify, and convert leads faster and more efficiently. Here’s how it supports each stage of the lead generation process. - Prospecting: Identify potential leads automatically, based on behavior, intent signals or company profile. - Qualification: Score leads in real time and route high-value prospects to sales agents while nurturing lower-priority leads. - Outreach: Send personalized messages, follow-ups, or drip campaigns automatically across WhatsApp and other messaging channels. - Analysis: Track lead engagement, campaign performance and customer interactions to optimize sales strategies and conversion rates. #### How Praga Medica Uses AI for Lead Generation [Praga Medica](https://respond.io/customers/praga-medica-recovers-70-percent-more-leads), a Prague-based medical tourism facilitator, transformed its [lead management and engagement on WhatsApp](https://respond.io/blog/whatsapp-lead-management) with respond.io. Previously reliant on email and ineffective webchat, the team struggled with missed leads, high spam and slow response times. ##### How AI Made the Difference - Spam filtering: Respond.io’s AI Agent automatically collects lead information and filters out 97% of spam, ensuring consultants focus only on qualified prospects. - Faster engagement: AI workflows deliver instant replies—even outside working hours—reducing first response times by 50%. - Better lead capture: The WhatsApp API, integrated with respond.io, automatically captures phone numbers and syncs them with the CRM. ##### The Results - 70% more lead contact data captured - Consultants spend time on high-quality leads, not spam - Faster, more reliable engagement boosts conversions #### How Getutor Uses AI for Lead Generation [GETUTOR](https://respond.io/customers/sleekflow-alternative-review-by-getutor), a leading educational consultancy in Hong Kong, transformed its sales process by [switching from Sleekflow to respond.io](https://respond.io/blog/sleekflow-alternative). Previously, missed inquiries and slow booking processes led to lost potential sales, and Sleekflow’s promised AI and automation features fell short. ##### How AI Made the Difference: - AI-powered lead triage: Respond.io’s AI Agent manages initial inquiries, gathers student information and assigns leads to the right agent automatically. - Faster responses: Unanswered leads are prioritized in the team inbox, reducing the chance of missed sales. - Improved analytics: AI-assisted reporting and exported conversations provide insights to refine the tutor matching process and optimize conversions. ##### The Results - 24% increase in sales - No leads lost due to inbox overload - Streamlined course booking with minimal manual effort This success story highlights how AI-driven lead generation can transform workflows, reduce missed opportunities and improve overall sales efficiency — benefits that any business can leverage. ### Benefits of AI Lead Generation ![](https://images.ctfassets.net/ph8r57dk1q9w/OBPjmfh08hq8DdOXzphC2/1fda12e4d8bcdcae5e30c98b8985561d/Practical_Guide___Best_AI_Lead_Generation_Tools_-_Image_02.png) - Efficiency: Automate outreach, follow-ups and data enrichment so teams spend less time on repetitive tasks. - Accuracy: Use predictive analytics and lead scoring to qualify and prioritize the right prospects. - Performance: Optimize outreach timing, personalize engagement and boost conversion rates across campaigns. - Scalability: Grow with automation setups that deliver quick wins now and long-term business impact Understanding these benefits makes it clear why choosing the right AI lead generation tool is critical — the right platform ensures you can automate efficiently, target accurately and scale without adding complexity. ### Top 10 Best AI Lead Generation Tools These are the top 10 AI Lead Generation Tools: Respond.io, Landbot, Chatbase, Apollo, Customers.ai, Clay, Saleshandy, Zoominfo, Hubspot and Drift. #### Respond.io Respond.io is an omnichannel conversation management software with advanced AI features. It’s designed for businesses that capture leads, convert them and retarget them through instant messaging channels and voice calls. ##### Pros - Autonomous AI Agents go beyond answering FAQs: route chats to agents, send payment and appointment links, update contact properties, leave internal comments with key context, summarize chats and automatically generate transcripts and recordings. - Use templates for AI agent roles, including receptionist, sales and support or create your own roles - Use AI Agents to trigger automation Workflows for customized customer journeys - AI Agents can make live API calls to external systems - Train the respond.io AI with your knowledge sources, including your website and PDFs - Analyze your AI Agent’s performance with advanced reports and analytics - AI Agents are omnichannel, meaning that you can deploy them on WhatsApp, website chat and many other messaging channels - Typing indicator lets customers see when the AI is responding, improving conversational flow - AI Agents can receive and handle live calls and understand audio messages in real time and even follow up on conversations - Improved AI efficiency that provides faster, more precise replies with minimal overhead. - Immediate handover to human agents with the AI stepping back instantly for a smooth transition. - Guaranteed 99.999% platform stability - Excellent customer support rated 4.8 stars on G2 ##### Cons - Rich feature set means a steep learning curve for new users ##### Pricing - Respond.io’s mid-tier Growth plan starts at $159 and allows 10 users. It includes unlimited automation, unlimited use of AI Agent, advanced reporting and online onboarding support via chat or call ##### Best for - Businesses needing advanced, customizable AI across multiple channels #### Hubspot HubSpot is a leading all-in-one CRM platform with tools for marketing, sales, customer service, and operations. It includes AI-powered features for tasks like lead qualification, customer support and data enrichment, making it easier to streamline processes and improve conversion rates across multiple channels such as email, chat and social messaging. ##### Pros - Works natively with HubSpot CRM, Sales Hub, Marketing Hub, and Service Hub for unified workflows - AI Agents support tasks such as lead qualification, customer service, prospecting, data enrichment, and call management - AI Assistant provides contextual recommendations and guidance across the HubSpot platform - Access to a marketplace of modular AI agents that can be tailored to business-specific workflows - Interact across email, live chat, chatbots and instant messaging channels supported by HubSpot - Actionable analytics and insights for sales and marketing teams ##### Cons - Advanced AI capabilities require Professional or Enterprise-tier subscriptions - Initial setup and learning curve may be challenging for teams new to AI tools - The platform is fully dependent on HubSpot, which limits cross-platform flexibility - The mid-tier plan has a one-time onboarding fee of ~$3,000 ##### Pricing The Marketing Hub Professional (mid-tier plan) costs $890/month and includes advanced AI tools for lead qualification, such as predictive lead scoring, AI-powered email automation, smart lead segmentation and workflow automation. The plan includes 3,000 HubSpot Credits for AI features, with additional credits available for purchase and the one-time onboarding fee. ##### Best for - Teams wanting full CRM integration with AI-driven lead qualification and marketing automation. #### Drift by Salesloft Drift, part of the Salesloft family, is a real-time conversational marketing and sales platform designed to help businesses capture, qualify, and convert website visitors. Its AI-powered chatbots de-anonymize high-intent visitors, score engagement in real time and route qualified leads into workflows. ##### Pros - Real-time AI chat and chatbots for instant lead qualification - Advanced routing and CRM integrations - Visitor de-anonymization with account data and engagement scoring - Routes qualified leads into workflow actions for personalized follow-up ##### Cons - Steep learning curve for setup - Advanced customization often requires long-term contracts - High enterprise pricing - Key features locked behind higher-tier plans ##### Pricing - Not publicly listed; advanced plans start around $2,500/month and require contacting sales. ##### Best for - Companies prioritizing live website lead capture and conversational marketing. #### Saleshandy Saleshandy's AI Sequence Copilot is a feature that assists users in creating personalized cold email sequences. This helps streamline the process of email outreach, making it more efficient and tailored to the target audience and business goals. ##### Pros - Creates highly relevant sequences tailored to your audience - Maintains consistent tone and messaging - Easy to use for non-technical users - A score of 4.6/5 on G2 ##### Cons - Focused mainly on email sequences, limited for other channels - Still in beta, so features may change - Total costs are very difficult to figure out, as they are distributed among many tools ##### Pricing Pricing for the mid-tier Outreach Pro plan is $99 per month. Additional costs can apply for email verification, data enrichment, advanced warm-up services, and extra lead credits, which can make the total cost higher depending on usage. ##### Best for Teams focused on email outreach automation for cold leads. #### Zoominfo Copilot ZoomInfo Copilot is an AI-powered sales intelligence platform that helps B2B teams identify high-value prospects, get real-time insights and automate email outreach. It uses AI to generate personalized email sequences, provide alerts for key events and integrates with CRMs and collaboration tools. ##### Pros - Combines extensive B2B data with AI-driven insights to identify high-value accounts quickly - Real-time buying signals help engage prospects at the right moment - Generative AI creates hyper-personalized emails and talking points, saving time and improving engagement - Summarizes deal histories, meetings, and account data for smarter, faster decisions ##### Cons - Complex setup and learning curve for maximizing AI features - Large volume of data and insights can be overwhelming without proper focus - Primarily email-focused for outreach; other channels may require additional tools - Pricing is hidden behind a Contact Us form - It is known to have costs too high for smaller teams ##### Pricing While there’s no official information about Zoominfo’s pricing, some users claim [a mid-tier plan costs between $24,995 and $30,000 per year](https://www.smarte.pro/blog/zoominfo-copilot?utm_source=chatgpt.com#:~:text=and%20plan%20level.-,Estimated%20ZoomInfo%20Copilot%20Cost,official.%20They%20are%20based%20on%20available%20information%20and%20user%20feedback,-.)). It offers AI-driven insights, workflow automation, enhanced data credits and additional functionalities like buyer intent signals and organizational charts. ##### Best for B2B teams needing deep account data and hyper-personalized outreach. #### Landbot Landbot positions itself as a no-code chatbot platform focused on creating conversational experiences for web and WhatsApp. It emphasizes ease of design, allowing businesses to build interactive lead capture and customer engagement flows without technical expertise. ##### Pros - Simple to set up - You can train the Landbot AI with documents and website content - AI Agents can capture lead personal details and route chats to agents - 50+ AI Agent templates to get started quickly ##### Cons - AI Agents are still in Beta - Channel-limited — AI Agents only available for website chat and WhatsApp - Expert bot development and support only available on their premium plan - WhatsApp AI Agents are not available on the two cheaper plans ##### Pricing Landbot offers two mid-tier plans: Pro and WhatsApp Pro. The WhatsApp Pro plan, which includes access to the WhatsApp Business API, costs $220 per month and provides 2,500 web and Messenger chats, 500 AI chats, 10,000 WhatsApp messages and three seats. Potential extra costs include $0.10/AI chat and $25 per month per seat. While this covers basic usage, the fixed chat, message and seat limits make the plan less flexible. Businesses with growing teams or higher messaging volumes may quickly find themselves constrained, making it difficult to scale without added costs. ##### Best for Companies wanting easy chatbot-led lead gen. #### Chatbase Chatbase is positioned as a chatbot builder that lets businesses create AI bots trained on their own data. It focuses on helping teams deploy FAQ-style assistants quickly, with a straightforward setup aimed at businesses that want to experiment with AI-driven conversations. ##### Pros - Easy to use - AI is trainable with documents, Notion sources and your website - AI agents can route chats and update lead properties automatically - You can experiment with different LLM models to get the best results ##### Cons - Only supports the following messaging channels: WhatsApp, Instagram, Messenger and website - A bit too niche for businesses looking for a more holistic solution beyond AI agents - Pricing relies on multiple add-ons that end up inflating the final cost - The mid-tier plan includes only basic analytics ##### Pricing The Chatbase Standard Plan costs about $150/month and includes up to 12,000 message credits, 2 AI Agents and 3 user seats. However, costs can rise if you exceed message credits, need more chatbots or want extras like custom domains or removal of Chatbase branding. This makes pricing less predictable for businesses with growing usage. ##### Best for Businesses needing FAQ-style AI bots quickly trained on their own data. #### Apollo Apollo is a sales engagement platform designed to streamline lead generation and qualification for B2B teams. Leveraging a massive database of contacts and AI-driven insights, it helps businesses identify high-potential prospects, automate outreach across email, phone, and LinkedIn and prioritize follow-ups. ##### Pros - With a vast database of over 265 million contacts, Apollo AI looks for the best prospects for your business; for example, your buyer persona or companies researching your category - It automates phone outreach by scheduling calls, logging outcomes, and syncing call activity with your CRM - It helps you write professional outreach emails - Incorporates AI into Apollo outreach flows (automation journeys) - Apollo AI analyzes calls, emails and transcripts, while delivering pre-meeting insights so you can focus on closing deals ##### Cons - Built with B2B in mind - Lacks support for real-time conversational AI through instant messaging channels like WhatsApp - You can’t train the Apollo AI, as it operates on prospect data ##### Pricing The Apollo Professional Plan costs $99 per user per month, billed monthly and includes 4,000 credits per user. It offers multi-touch outreach, AI-assisted workflows, and automation across email, phone, and CRM integrations. Additional features include AI research intelligence, call recordings with insights, pre-built reports, unlimited sequences and advanced filters. Add-ons are available for extra credits if usage exceeds the included 4,000 per month. ##### Best for B2B teams needing data-driven lead generation and outreach automation. #### Customers.ai Customers.ai is an AI-powered lead generation platform that turns anonymous website visitors into identifiable, high-intent leads. Unlike many tools, it uses a website tracking pixel to identify visitors in real time, enrich their data and automate outreach across email, SMS and direct messaging while integrating with CRMs and ad platforms. ##### Pros - Identifies and captures high-intent leads from website traffic to improve marketing and sales efficiency - Automates lead nurturing through email, SMS campaigns, abandoned cart recovery, and direct messaging - Provides AI-driven insights to prioritize leads and improve targeting - Offers pre-built dashboards and reporting to monitor campaign performance ##### Cons - Pricing can be higher compared to simpler lead generation tools - No real-time conversational AI across messaging platforms - Limited omnichannel support compared to respond.io - May have scalability limitations for high-volume interactions ##### Pricing The Grow Plan costs $900 per month and includes up to 5,000 identity resolutions, with additional resolutions billed at $0.18 each. It provides full access to automation features, CRM integrations, lead enrichment and pre-built dashboards. ##### Best for Businesses wanting to capture and convert website traffic into qualified leads. #### Clay Clay is a B2B data enrichment and lead automation platform built like a super-powered spreadsheet + AI. It stands out by letting teams pull data from dozens of sources, run workflows in tables (Claygents) and craft personalized outreach based on enriched insights — all while treating “credits” as its usage currency. ##### Pros - Accesses 50+ data providers for lead enrichment and firmographic, technographic, and intent data in one place. - Offers waterfall enrichment (querying multiple providers in sequence) so you stop once you find a valid result — saving credit waste. - It lets you build custom workflows, use AI to clean, enrich, or generate outreach data (e.g., writing, personalizing cold emails) based on lead research. ##### Cons - It can get expensive quickly once credit usage or enrichment needs scale. - Steeper learning curve, especially for non-technical users who need to set up workflows, understand data sources, and optimize credit usage. - No built-in outreach sending for some tiers — you often pair Clay with separate tools to actually send emails, etc. ##### Pricing Clay’s Explorer Plan (mid-tier plan)costs $349 per month. Depending on your tier, it includes 10,000, 14,000 or 20,000 credits each month, with unused credits rolling over up to twice your monthly limit. The plan also provides access to HTTP API, webhooks as data sources, integrations with email sequencing tools, exporting, and unlimited users. ##### Best for B2B teams needing advanced lead enrichment and AI-driven personalization. ### Best AI Lead Generation Tools: Top Options Compared | Platform | Highlights | Best for | | --- | --- | --- | | Respond.io | Omnichannel AI Agents trainable with PDFs & websites. Go beyond FAQs with routing, contact updates, chat summaries, workflow integration, analytics, and advanced reporting. Channels: WhatsApp, web chat, custom channels, voice calls and more. | Businesses needing advanced, customizable AI across multiple channels. | | HubSpot Marketing Hub Professional | AI for lead scoring, email automation, smart segmentation, workflow automation, and CRM integration. Omnichannel support for email, chat, and social messaging. Customizable AI agents via HubSpot Marketplace. | Teams wanting full CRM integration with AI-driven lead qualification and marketing automation. | | Drift | Real-time AI chatbots for website visitor qualification. De-anonymizes visitors, scores engagement, and routes leads into workflows. CRM integrations and advanced routing. | Companies prioritizing live website lead capture and conversational marketing. | | Saleshandy | AI Sequence Copilot for personalized cold email sequences. Maintains consistent messaging and streamlines outreach. | Teams focused on email outreach automation for cold leads. | | ZoomInfo Copilot | AI-driven B2B sales intelligence. Generates personalized email sequences, provides account insights, buyer intent signals, and real-time alerts. | B2B teams needing deep account data and hyper-personalized outreach. | | Landbot | No-code chatbot builder for WhatsApp & web. AI trained with docs & websites. 50+ templates for lead capture and routing. | Companies wanting easy chatbot-led lead gen. | | Chatbase | AI bots trained on documents, Notion & websites. Bots handle FAQs, route chats, update lead properties. Channels: WhatsApp, Instagram, Messenger & web. | Businesses needing FAQ-style AI bots quickly trained on their own data. | | Apollo | B2B sales engagement with a huge contact database. AI assists prospecting, outreach, emails, call analysis, and multi-step workflows. Channels: email, phone, LinkedIn. | B2B teams needing data-driven lead generation and outreach automation. | | Customers.ai | Converts anonymous website visitors into leads using a tracking pixel. Automates outreach via email, SMS, ads. Pre-built dashboards for AI-driven lead prioritization. | Businesses wanting to capture and convert website traffic into qualified leads. | | Clay | Data enrichment + automation with 50+ data providers. AI personalizes outreach based on enriched insights. Explorer plan includes API, webhooks, workflow automation, and credit rollover. | B2B teams needing advanced lead enrichment and AI-driven personalization. | ### What is the Best AI Lead Generation Tool? The answer isn’t straightforward, as it varies based on your business requirements. Below, we’ll provide recommendations tailored to different types of businesses. ##### If you’re a business looking for an advanced omnichannel AI platform that scales with you Choose respond.io for trainable AI, workflow integration across WhatsApp, Instagram, and web chat, and strong analytics. Learning curve can be steep for small teams. ##### If your business wants a no-code chatbot builder for WhatsApp & website Landbot offers quick setup and templates, but AI is in beta, channels are limited, and extra usage adds cost. ##### If you want to build chatbots on different LLMs Chatbase lets you build AI chatbots on multiple LLMs trained on your documents or websites. Channels are limited, pricing grows with add-ons, and mid-tier analytics are basic. ##### If you want B2B sales-focused outreach automation Apollo automates B2B outreach via email, phone, and LinkedIn with AI insights. It doesn’t support live chat and AI can’t be trained. ##### If you want to turn website visitors into high-intent leads Customers.ai identifies anonymous visitors, prioritizes leads with AI, and automates outreach, but it’s pricey, lacks live chat, and is less omnichannel. ##### If you want B2B data enrichment and AI-powered lead research Clay enriches data and automates lead workflows with AI. It’s expensive, has a learning curve, and some tiers lack built-in outreach. ##### If you want full CRM integration with AI-driven lead qualification HubSpot Marketing Hub Professional adds AI lead scoring, segmentation, and workflow automation integrated with CRM. Advanced features require a higher tier and onboarding costs are significant. ##### If you want real-time website visitor qualification and conversational marketing Drift provides AI chatbots for real-time visitor qualification and routing, but pricing is high, setup is complex, and key features need enterprise plans. ##### If you want AI-assisted cold email sequences Saleshandy generates personalized AI email sequences with consistent tone, but it focuses only on email and beta features may change. ##### If you want AI-powered B2B sales intelligence ZoomInfo Copilot offers AI insights, account targeting, and personalized outreach. Setup is complex, it’s email-focused, and expensive for small teams. If you want to turn every conversation into a potential sale and scale your lead generation with confidence, now is the time to experience it firsthand. Start your free trial with respond.io today. ## [Best AI Sales Agents: The Top 10 Tools That Will Actually Work for You](https:/respond.io/blog/best-ai-sales-agents) See which AI sales agents actually work and have the potential to bring results to your business. From respond.io to Kommo to Wati, see how each can benefit you. The best AI sales agents can be hard to find, with every tool out there being hyped up as a revolutionary tool. The thing is that most of these tools promise you the world only to fall apart the very second you start using them. But you don’t want that. You want consistency and most importantly, tools that deliver.  In this guide, you’ll learn about the AI sales agents that actually work in practice.  ### What is an AI sales agent?  An [AI sales agent](https://respond.io/ai-agents) is software that uses natural language processing and automation to handle parts of the sales process for you. The tools involved can carry on conversations, answer questions (accurately) and collect information in real time.  The best way to think about AI agents for sales is to consider them your digital assistants. They never get tired and they never miss a message.  So your team can move faster and keep the quality of your work high.  #### How AI sales agents work AI sales agents rely on large language models (LLMs), which interpret messages, understand intent and produce natural responses. They connect with your CRM and messaging platforms in order to pull data, update records and guide your buyers based on your content.  Some of them operate across channels like WhatsApp and Instagram, and even voice calls. Others will focus on outbound outreach or researching leads. Most of these tools are plug-and-play. You can start using them without having to get help from a developer.  #### AI or scripted chatbot?  So… what’s the difference between this and a chatbot? The biggest difference is that a chatbot is typically used in if-this-then-that scenarios. Any question from a customer has to be one that’s plugged into the system already.  If a customer asks a question outside of the expected parameters, the chatbot breaks.  AI sales agents, in contrast, will [respond based on the intention of the question](https://respond.io/blog/ai-sales-agent). They can handle messy human language and respond to new situations with accuracy. With the sales agent, you’ll get smoother conversations and way fewer dead ends.  #### The tasks an AI agent can perform Here’s what your AI sales agent can do, in general:  - Qualify leads - Ask screening questions - Capture missing details - Route conversations to the right team - Send follow-ups - Continue workflows based on timing or triggers - Fetch and act on real-time business data via API integrations - Update CRM records - Detect sentiment - Escalate high-intent buyers Some of these agents can even write personalized messages or get some early-stage research on your prospects.  ### Types of AI sales agents AI sales agents fit into different categories, based on which part of the sales process they automate. The main categories include: #### AI-powered omnichannel sales agents These agents handle conversations [across channels](https://respond.io/blog/whatsapp-crm) like WhatsApp, Instagram, Messenger, web chat and voice calls. They’ll qualify leads, route conversations, follow up and hand off prospects across the sales cycle. These are essentially the unified layer that connects your messaging apps, teams and systems. This makes the omnichannel sales agent ideal for businesses that work in real-time conversations. #### AI SDR & outbound automation agents These tools focus on top-of-funnel tasks like outreach, cold messaging, sequencing and follow-ups. They automate SDR-level workflows so your reps will spend less time prospecting and more time closing deals.  You’ll often see these agents working with leaner teams that want predictable pipelines without having to hire more SDRs.  #### AI prospecting intelligence agents These tools support your lead research, enrichment, personalization and identifying your high-intent buyers. They’ll help your sales team target prospects more accurately, using better data.  These agents are especially useful for B2B teams that want to scale personalization without having to spend hours researching every prospect.  ### Key factors to consider when choosing an AI sales agent ![](https://images.ctfassets.net/ph8r57dk1q9w/4uDOiVcIE0gaKQTPhfEGpQ/33ccef7b17bd83723fcb1371eb3ae5db/Practical_Guide___Best_AI_Sales_Agents_-_Image_1.jpg) Now, how do you figure out how to silence the noise and find the right AI sales agent for you?  Start with your workflow.  - If you’re having conversations virtually everywhere, you’ll need an omnichannel agent. - If you’re working primarily on top-of-funnel outreach, you probably want an AI SDR tool. Next, you’ll want to consider how sophisticated the AI tool is and whether you need a high level of sophistication (because it might cost more). You must go into this search with the long term in mind as well. Will this tool scale with your company? Is it going to be reliable months down the road? And does the AI sales agent cover the entire lifecycle?  Also, always look for ease of use. You and your team are not going to adopt a tool you can’t even figure out how to work with.  **The best tools will allow the most non-techie teams to build automations without needing to write code.**  So make sure you ask what kinds of guardrails your tool will have and at what point the sales agent hands off to your human team.  Finally, check out how well the tool integrates with your CRM, messaging platforms and data sources.  A good AI agent is only as strong as the information it has access to.  ### The top 10 AI sales agents on the market today, by category | Tool | Category | Best For | Key Strengths | Limitations | Mid-tier Price | | --- | --- | --- | --- | --- | --- | | Respond.io | AI-powered omnichannel sales agents | B2C teams needing full-cycle messaging automation across WhatsApp, IG, Messenger, SMS, calls, and emails | True omnichannel inbox, AI Agents for voice and chat, deep CRM/workflow integrations, human handoff | More robust than needed for very small teams | $199/mo | | Kommo | AI-powered omnichannel sales agents | Small–mid B2C teams wanting CRM + messaging in one place | Built-in CRM, easy automations, strong WhatsApp focus | Fewer advanced AI features; limited enterprise customization | $25/user/mo with a 6-month minimum subscription period | | Wati | AI-powered omnichannel sales agents | B2C teams with WhatsApp-heavy inbound/outbound workflows | WhatsApp-first automations, templates, broadcasts | Only supports WhatsApp, Instagram and FB | $99/mo + WhatsApp API fees | | SleekFlow | AI-powered omnichannel sales agents | B2C teams wanting chat automation | Automation flows and AI for conversation automation | Not designed for high-volume, always-on messaging | $399/mo | | Ava by Artisan | AI SDR & outbound automation agents | B2B teams wanting a fully autonomous SDR that sequences + books meetings | Human-like outreach, automated sequencing and booking meetings | Best for clean ICPs; not ideal for complex enterprise deals | Custom pricing only. Users must contact sales. | | SalesCloser.ai | AI SDR & outbound automation agents | B2B teams needing follow-up consistency + scheduling automation | Excellent follow-up automation, CRM integrations | Not a full SDR replacement; basic personalization | Custom pricing only. Users must contact sales. | | Lindy | AI SDR & outbound automation agents | B2B teams needing help writing emails, messages and repetitive tasks | Versatile, natural writing and wide integrations | Not specialized in sales; depends on prompt clarity | $199/mo | | Clay | AI prospecting intelligence agents | B2B teams needing hyper-personalized outreach + enrichment | Deep data enrichment, advanced personalization and custom automations | Steeper learning curve; requires API keys | $349/mo | | Regie.ai | AI prospecting intelligence agents | B2B teams wanting AI-built outbound sequences and tested messaging | Great AI copy, sequence building, A/B testing | Less flexible than Clay; outbound-only focus | AI agents start at $35k per year. | | Cognism | AI prospecting intelligence agents | B2B revenue teams needing compliant, verified contact data | High-accuracy data, strong compliance and intent signals | More expensive; best for larger teams | Custom pricing | #### Category 1: AI-powered omnichannel sales agents ##### 1\. Respond.io (best overall) Respond.io is an AI-powered omnichannel conversation platform that helps businesses manage chats, calls and emails in one place, using AI Agents, CRM integrations, lifecycle automation and more to drive conversions. ![](https://images.ctfassets.net/ph8r57dk1q9w/5qBoDsz25gpBusUml0m5YW/3c0b427a0b9b0465ca63714d2e4f4371/respond.io_omnichannel_ai_sales_agent_inbox.png) ###### Best for  Growing B2C teams that want an AI sales agent to manage messaging and calls while converting leads faster and at scale. ###### Customer sentiment Customers praise respond.io for the reliability, real-time omnichannel routing, powerful automation builder and AI Agents. Users love how easy it is to unify WhatsApp, Instagram, Messenger and SMS conversations in one place.  - G2 rating: 4.8/5 (401 ratings) - Capterra rating: 4.7/5 (46 ratings) ###### Pros - True omnichannel management, with messaging, emails, and calls with a single inbox - AI agents that handles calls and chats at scale - AI agents perform autonomous actions like fetching and act on real-time business data via API integrations - AI Agents can automatically add or remove predefined contact tags during conversations - Built-in AI safety guardrails that block harmful content and prevent jailbreak attempts automatically - Ready-made AI Agent prompt templates for faster setup, clearer boundaries, and more predictable AI behavior - Deep CRM and workflow integrations - Human handoff and team collaboration are built in - Robust reporting and analytics that give sales leaders high-quality visibility - Rock-solid stability across WhatsApp, Instagram, Messenger, SMS and more ###### Cons - More robust than you might need for a very small team ###### Pricing Paid plans start around $99 per month, with mid-tier pricing at $199/mo.  ##### 2\. Kommo Kommo, formerly known as amoCRM, helps automate sales conversations. It’s designed to help both small and mid-sized teams manage customer interactions across multiple channels while maintaining a strong CRM focus.  ![](https://images.ctfassets.net/ph8r57dk1q9w/6qeN4U3bqrT17onsKRo5Iu/c136475d5dcbddfcb0a50af32475e78b/kommo_omnichannel_ai_sales_showing_multiple_languages.jpg) ###### Best for  Small to mid-sized teams that want a CRM built around instant messaging channels.  ###### Customer sentiment & platform rating Users like how simple the interface is and the WhatsApp-centric workflow. Many also appreciate that the CRM tools and automations live in one place.  - G2 rating: 3.8/5 (35 ratings) - Capterra rating: 4.3/5 (165 ratings) ###### Pros - CRM plus messaging under one roof - Easy-to-use automations - Strong WhatsApp support ###### Cons - You’ll get fewer advanced AI capabilities - There’s limited customization for larger teams - Outdated UI ###### Pricing Their starting plans start at $15 per month under the 6 month minimum plan. Their mid-tier plans start around $25 per user per month.  ##### 3\. Wati Wati is a messaging platform that focuses specifically on Meta messaging automation. It helps teams manage sales workflows, automate templates and handle inbound/outbound messages on WhatsApp, Instagram and Facebook.  ![](https://images.ctfassets.net/ph8r57dk1q9w/5ec9kCytSICA0aI0FUO07g/73107d0803ac8bae7e213e8e504879f3/wati_omnichannel_ai_sales_agent_messaging_graphic.jpg) ###### Best for  Users relying heavily on WhatsApp for inbound and outbound sales.  ###### Customer sentiment Customers love how reliable the WhatsApp automation is, as well as the options for templates. Teams love the broadcast tools and how easy the platform is to set up.  - G2 rating: 4.6/5 (425 ratings) - Capterra rating: 4.6/5 (185 ratings) ###### Pros - WhatsApp-first platform - Easy broadcast and notification workflows - Affordable pricing for growing teams ###### Cons - Not a full omnichannel solution - AI capabilities are improving, but as of now, they’re still pretty basic - Markup on WhatsApp API fees ###### Pricing Wati starts around $49 per month, plus the WhatsApp API fees you’ll pay. Their mid-tier plans start at $99 per month. ##### 4\. Sleekflow SleekFlow tailors its messaging platform for businesses that need to manage customer chats on multiple channels with automation and AI.  ![](https://images.ctfassets.net/ph8r57dk1q9w/6ujaT08LvnwP2JdvV0EFjK/62742b4bc5693cd295035a261f02562b/sleekflow_omnichannel_ai_sales_agent_inbox.jpg) ###### Best for  Sleekflow is ideal for teams that want messaging-focused automation.  ###### Customer sentiment Positive feedback on automation, with concerns around stability - G2 rating: 4.6/5 (193 ratings) - Capterra rating: 4.5/5 (4 ratings) ###### Pros - Supports most instant messaging channels - You get good omnichannel support - You’ll have a nice interface for customer-facing teams ###### Cons - Customer support is limited to business hours - The platform lags and has frequent downtime ###### Pricing Sleekflow has a free plan, and the mid-tier plan is $399 per month.  #### Category 2: AI SDR & outbound automation tools ##### 5\. Ava by Artisan Ava by Artisan is an AI sales development representative (SDR) that runs outreach sequences and qualifies leads autonomously. It also books meetings as yet another way of replacing the manual tasks of SDRs.   ![](https://images.ctfassets.net/ph8r57dk1q9w/4qwuBReGeJ5HGJpxvTW8MG/22fde34325f10c1a3e434a7586221166/ava_by_artisan_outbound_tool_ai_sales_agent_leads.jpg) ###### Best for  B2B teams that want a fully autonomous SDR that can run outreach sequences on its own.  ###### Customer sentiment Users say that Ava feels more human than most SDR bots. They like the hands-off sequencing and the fact that Ava can automatically generate a meeting.  - G2 rating: 3.7/5 (15 ratings) - Capterra rating: not publicly available ###### Pros - Ava is considered one of the most advanced AI SDRs - Autonomously runs outreach on email and LinkedIn - Books meetings and nurtures leads ###### Cons - Ava works best in clean ICP environments - It’s not ideal for complex, multi-stakeholder deals ###### Pricing Ava offers custom pricing only. Users must contact sales.  ##### 6\. Sales Closer AI SalesCloser AI is an agent that is designed to automate repetitive tasks like follow-ups. It integrates easily with CRMs.  ![](https://images.ctfassets.net/ph8r57dk1q9w/759vghUlmCvqFYFUqJnLgV/fd193e756f88df316bd45aa088d370a5/salescloser.ai_ai_sales_agent_home_page.jpg) ###### Best for  SalesCloser.ai is best for B2B teams that want to handle repetitive follow-ups and get regular meeting confirmations.  ###### Customer sentiment Users love how this platform frees up reps, so they’re not chasing replies and scheduling details.  - G2 rating: 4/5 (2 ratings) - Capterra rating: not publicly available ###### Pros - Great for follow-up automation - Fast “instant lead response” workflows where you can call new inbound leads quickly, then booking a meeting if qualified - Integrates easily with CRMs via Zapier, like Salesforce and HubSpot ###### Cons - Not a full SDR replacement - Personalization is quite basic when compared to competitors ###### Pricing SalesCloser.ai offers custom pricing only. Users must contact sales.  ##### 7\. Lindy Lindy is an AI agent designed to handle inbound lead qualification and follow-ups through natural, conversational interactions, integrating with your CRM to route and schedule qualified prospects automatically. ![](https://images.ctfassets.net/ph8r57dk1q9w/390POMgmkOnqpd3pSNJvxT/9ca616df081ecd83155bafcdb227f578/lindy_outbound_tool_ai_sales_agent_overview_dashboard.jpg) ###### Best for Lindy is great for B2B teams that want an AI assistant to write emails, generate messages and automate repetitive tasks.   ###### Customer sentiment Users like the natural writing style and broad range of automations.  - G2 rating: 4.9/5 (170 ratings) - Capterra rating: 3.5/5 (2 ratings) ###### Pros - Versatile assistant because it can handle voice, email, and workflow automation across sales, support, and internal tasks while integrating with your existing tools and CRM. - Good for writing and operations because Lindy can draft and personalize emails, summaries, and follow-ups while also automating operational workflows like lead routing, scheduling, CRM updates, and internal task coordination. - Connects to many systems CRM (i.e., Salesforce), email, Notion and over 4,000 other direct integrations ###### Cons - Not specialized in sales - Needs clear prompts and instructions ###### Pricing Lindy has a free tier and then their mid-tier pricing is $199/month.  #### Category 3: AI prospecting intelligence tools  ##### 8\. Clay Clay is a data-enrichment and workflow automation platform that pulls from hundreds of data sources to help teams build highly targeted lists, personalize outreach at scale, and trigger actions across their sales and go-to-market stack. ![](https://images.ctfassets.net/ph8r57dk1q9w/gWWMqFuRDVaItVbBbld1Y/22df866dbdfbf1a465856dd3f161f83a/Clay_prospecting_tool_ai_sales_agent_leads_scraped.png) ###### Best for B2B teams that need hyper-personalized outreach at scale.   ###### Customer sentiment Customers love Clay for its deep enrichment and personalization capabilities. They rave about the automations.  - G2 rating: 4.8/5 (178 ratings) - Capterra rating: not publicly available ###### Pros - Powerful data enrichment from real-time firmographic, technographic, intent and contact data from hundreds of sources - Custom automations for lead sourcing, enrichment, scoring and routing workflows to keep go-to-market data fresh and actionable. - Great for highly personalized outreach at scale by enriching prospects with real-time context and generating tailored messaging. ###### Cons - This system can feel complex for beginners - It requires API keys for some data sources ###### Pricing Clay offers a free tier and then plans begin at $149 per month. Mid-tier pricing is $349 per month. ##### 9\. Regie.ai Regie.ai is an AI-powered sales content and orchestration platform that helps teams generate, test, and optimize outbound messaging across email and sales sequences. ![](https://images.ctfassets.net/ph8r57dk1q9w/32crlaFmE254PFXaAeF5tr/479c4db627363df91c1924b3c987d1ff/regie.ai_prospecting_tool_ai_sales_agent_campaign_creation.jpg) ###### Best for  B2B teams that want AI to generate sales copy and build outbound sequences.  ###### Customer sentiment Users appreciate the quality of the emails and the built-in testing tools.  - G2 rating: 4.4/5 (337 ratings) - Capterra rating: 4/5 (13 ratings) ###### Pros - AI-powered message generation - Great for full sequence creation - Easy A/B testing for messaging ###### Cons - Less flexible than Clay - Limited to teams only looking for outbound help ###### Pricing Regie.ai starts at around $35k per year.  ##### 10\. Cognism Cognism is a B2B sales intelligence platform that provides high-quality contact and company data to help revenue teams identify, target, and connect with the right buyers. ![](https://images.ctfassets.net/ph8r57dk1q9w/HJ5vbYxODk0lPDjxINYr7/917e92bf7838946fe3d271cf12b5b0cc/Cognism_prospecting_tool_ai_sales_agent_user_activity_page.jpg) ###### Best for  Teams that want compliant B2B contact data and intent signals.  ###### Customer sentiment Customers like how accurate the phone numbers and intent data are. Many say this platform cuts down on wasted time.  - G2 rating: 4.5/5 (1232 ratings) - Capterra rating: 4.7/5 (244 ratings) ###### Pros - High-quality contact data that typically doesn’t bounce when it comes to emails - Insights into customer intent - Strong GDPR compliance ###### Cons - More expensive than other tools - Works best for larger B2B teams ###### Pricing Cognism offers customer pricing only. You’ll need to call to discuss your data volume.  ### Verdict: Which AI sales agent is best? There's no one-size-fits-all AI sales agent & different tools fit different needs. If you’re running conversations across WhatsApp, Instagram, Messenger, or SMS, you should use an omnichannel agent like respond.io. The platform handles everything in one place.  But if you’re focused mainly on top-of-funnel outreach, sequencing, or just automated follow-ups, you might be better off with an AI SDR tool like Ava or SalesCloser.ai. They’re built specifically for outbound activities.  If your biggest bottleneck is researching leads or scaling personalization, prospecting intelligence tools like Clay, Regie.ai, or Cognism might be a better fit.  #### Why respond.io wins as the best full-cycle omnichannel AI sales agent The reality is that respond.io stands out because it covers the entire customer lifecycle. What you’d typically need multiple platforms or systems for, you can do with a single platform at respond.io.  From qualification to routing to follow-ups, respond.io handles your conversations wherever they happen. It’s the closest thing to a true all-in-one AI sales agent that works across all messaging channels.  If your sales team lives in WhatsApp, Instagram, Messenger, or SMS, the respond.io platform will give you the most lift with the least effort.    ### **How businesses succeed with respond.io’s AI sales agents** In the end, customers succeed with respond.io and you can succeed as well.  #### GETUTOR [GETUTOR](https://respond.io/customers/sleekflow-alternative-review-by-getutor) moved from Sleekflow to respond.io after the company struggled with slow setup and broken automations, not to mention high costs. They can now automate WhatsApp templates in a single day and deploy an AI agent for their qualifications and routing. **The results? 50% more leads on a daily basis, zero missed messages and a 24% increase in bookings. And that’s in just 2 months.** #### iMotorbike [iMotorbike](https://respond.io/customers/imotorbike-handles-2x-more-leads-with-ai-agents-on-respond-io) used respond.io’s AI agents to manage their large volumes of mixed inquiries across their WhatsApp, IG, Messenger and TikTok channels. And the AI now handles 70 to 80% of their conversations. It also qualifies their buyers vs. sellers and routes their prospects instantly. **The results? 2x more leads than before, 67% faster responses and higher conversions.**  ### **Get started with respond.io’s omnichannel AI sales agents**  The businesses that work with respond.io see faster lead response times and more consistent follow-ups. Just that shift alone can increase your conversions because your buyers get the answers they need right when they’re the most interested.  Your team will also save hours working with respond.io because the AI handles your repetitive tasks. Your reps will spend more time talking to real prospects while the AI manages your early qualifications and routing.  In general, companies with multiple channels benefit the most. Instead of switching between apps, your team will manage everything [inside a single platform](https://respond.io/blog/manage-whatsapp-api-call-chat-and-crm-in-one-platform), where your conversions never slip through the cracks.  **If you’re ready for an AI sales agent that can handle everything from first touch to final handoff, respond.io is here to help.**  [**Sign up for your free trial today.**](https://app.respond.io/user/register?lang=en&_gl=1*1alegtp*_gcl_au*NjgwNDgyMTM4LjE3NjQ2MzIxNzQ.) ### Further Reading If you've found this article interesting, have a look at: - WhatsApp AI Voice Agents in 2026: Real Use Cases and How They Actually Work - Best Interakt alternatives: Respond.io, Trengo, Sleekflow, Zoko, Wati - 5 Best Zoko Alternatives in 2026: Pros, Cons & Price Compared ## [Best AI Sales Automation Software: Top 10 Options Compared](https:/respond.io/blog/best-ai-sales-automation-software) These are the top 10 best AI sales automation software: Respond.io, Kommo, SleekFlow, Apollo, Reply.io, Regie.ai, Braze, Dialpad Sell, Trellus and Momentum. ### What is AI sales automation software? An AI sales automation software uses artificial intelligence to automate repetitive tasks, analyze data, and streamline workflows to boost sales efficiency. Common functions include: - Lead generation and qualification - Answering product questions - Recommending products - Updating contact records - Routing or assigning contacts and handing off to humans - Lead prospecting - AI-driven lead research - Intent detection Unlike other traditional automation tools, AI systems learn from data and outcomes, helping sales teams predict customer behavior, personalize outreach and close deals faster. ### Benefits of AI sales automation software ![](https://images.ctfassets.net/ph8r57dk1q9w/3Tun0JJLS2nn2tp8UzHfrB/755502d67f06d4bf0be4166a44aaa84b/Best_AI_Sales_Automation_Softwares_-_Image_1.png) AI-powered sales automation tools give businesses a major edge. These are some of the benefits of using them. - Reduce the manual work of time-consuming tasks such as asking qualifying questions, updating CRM records, logging call notes and scheduling follow-ups. Instead of juggling multiple tools or doing administrative work, sales reps can spend their time nurturing relationships and closing deals. - Increase productivity not only by freeing sales reps from repetitive tasks but also by amplifying their impact in innovative ways. For instance, AI can suggest the optimal responses and generate context-aware outreach or follow-up messages. This keeps the sales pipeline moving efficiently while letting reps focus on high-value interactions. - Improve conversion rates with data-backed personalization and predictive lead scoring. By analyzing customer intent, engagement history and behavioral patterns, AI helps sales teams with relevant responses, more meetings booked and higher conversion rates. ### What makes a good AI sales automation software The ideal AI sales automation should have strong integration with your existing tech stack to ensure correct data flow across CRM, marketing and communication tools. It should also automate repetitive work and provide actionable insights that help your team close more deals efficiently. Here’s what to look for: #### 1\. Autonomous AI agents ![](https://images.ctfassets.net/ph8r57dk1q9w/2uW6bW8MhLVtWtZAKYHh3N/ec27ae66243522b29ce1fdfc4e6add6a/5657afa80ea28a105f598b1ccab05f8e__1___1_.gif) Modern [AI agents](https://respond.io/blog/how-respondio-ai-agents-work) go far beyond traditional chatbots. Instead of just answering FAQs, they can take actions like sending payments or booking links, updating CRMs, qualifying leads automatically and [handling live calls](https://respond.canny.io/changelog/meet-voice-ai-agent-say-goodbye-to-answering-calls) all on their own. These autonomous agents act as full-fledged digital sales assistants, guiding customers through the funnel and ensuring conversations translate into conversions. Sales automation also relies on internal notes. AI Agents can leave [internal comments](https://respond.canny.io/changelog/ai-agents-can-now-add-internal-comments) that capture context automatically, removing manual logging and helping sales teams act faster. #### 2\. AI training features ![](https://images.ctfassets.net/ph8r57dk1q9w/2hIRL1u3pigVVvfGcSL0gi/4f3a846699f7a026738b5097e88aff81/ff012ca5459f1fa4225af73c6337ffd0__1_.gif) The best AI platforms let you train models on your own business data, such as documents, FAQs, websites, and internal playbooks. This allows the AI to deliver brand-aligned, contextually accurate answers while preserving your company’s tone and expertise. #### 3\. AI-powered message composition ![](https://images.ctfassets.net/ph8r57dk1q9w/54el623h2n6HMCoxt0ty9E/7827b24f550da13dddaa4e0145d8ad6e/6009d0e6a4555e8a322c18d4cd52f50d__1_.gif) AI can help craft and personalize messages at scale. From drafting contextual responses to suggesting the most effective message tone or content for a specific lead, these features ensure every communication feels human and relevant. #### 4\. AI-assisted lead management ![](https://images.ctfassets.net/ph8r57dk1q9w/4eP4fOsxqODvTpNNOe11jL/34b0f8c5b3a8cf49c011f23d19afb509/238707382b9c04cdd0073d5dde7e3001__1_.gif) AI-driven platforms can automatically categorize and prioritize leads based on engagement, behavior and funnel stage. AI Agents can also add or remove contact tags during conversations to support segmentation and trigger downstream workflows. This helps your sales team know who to follow up with, when and how, so that no opportunity slips through the cracks. It’s the difference between reacting to leads and managing them strategically. #### 5\. In-depth analytics & insights ![](https://images.ctfassets.net/ph8r57dk1q9w/3VGBvANObvABhjxbIMYjcb/fa7419949f2a1c9c9068869916dca2e3/6e6de89bdfd85e86fc713240aa1963a5__1_.gif) Real-time dashboards empower your team to make smarter decisions. Track AI performance metrics, forecast sales and identify at-risk deals before they stall. With AI-driven insights, you can optimize your sales strategy continuously rather than relying on hindsight. #### 6\. Advanced automation ![](https://images.ctfassets.net/ph8r57dk1q9w/1eXsP37ln4WJLRLSgxtGSh/eb1eb4fadadb627e749f8378e3093ef1/97699f893200053809a43471adb9aaa4__1_.gif) A robust automation builder lets you create workflows to automate routine business processes quickly and consistently without relying on agents. Some platforms let you integrate AI in automated workflows under your preferred conditions. This allows your AI agent to step in at the right moment and take the wheel. #### 7\. Integrations with tech stack ![](https://images.ctfassets.net/ph8r57dk1q9w/54S3MiLVkL5UHx0olSwysw/e368df96915fcec85775daf60ee0e075/40280df626ee3f7c03ff56ae1aec7d41__1_.gif) To be effective, AI sales platforms should integrate seamlessly with your sales CRM like Salesforce and HubSpot. These integrations enable a single source of truth across departments and ensure your team always has the right context to close deals. Voice call data—including transcripts, recordings, and AI summaries—can also be sent to external systems via webhook for unified reporting and compliance. #### 8\. Omnichannel capability ![](https://images.ctfassets.net/ph8r57dk1q9w/1kdPC4mQt6ZfsW3ruih18T/a177ba94ff276bcd72f3b4e5c7281614/0f328717aa8b08c14dd24b5139b46885__1_.gif) Customers today move seamlessly between WhatsApp, Instagram, Messenger, email and even phone calls. A great platform should bring all those conversations together in one place — so your team can deliver consistent, timely responses across every channel. The more channels you cover, the more opportunities you have to connect and convert. #### 9\. Support and platform reliability None of these features matter if the platform isn’t reliable. Reliability includes high uptime, fast performance and responsive support to keep your workflows running smoothly. Look for providers with proven uptime records and multilingual support — because when sales stop, revenue does too. ### Top 10 AI sales automation software Now, we’ll look at the top 10 AI sales automation platforms—their core features, pros, cons, ratings, and more. For a quick overview, here’s the list of categories and the software that fall under each, so you can jump straight to the ones most relevant to your needs. | Type of Software | Description | Linked Use Cases | Overall winner | | --- | --- | --- | --- | | Omnichannel Messaging & AI Sales Automation e.g. Respond.io, Kommo, SleekFlow | Unifies conversations from multiple channels and uses AI to automate lead qualification, routing, and workflows. | - Multi-channel outreach - AI-powered conversations and virtual agents - Scheduling and appointment management - Broadcasts and campaign management - Workflow automation & CRM integration - Lead management tools - Analytics, reporting and sales intelligence | Respond.io | | B2B Sales Engagement & Outreach Automation e.g. Apollo, Reply.io, Regie.ai, Braze | Automates multi-touch outbound outreach via email, LinkedIn, and phone, helping teams prioritize leads and track performance. | - Email automation and cold outreach - Multi-channel outreach - Workflow automation & CRM integration - Broadcasts and campaign management - Analytics, reporting and sales intelligence | Regie.ai | | AI Sales Calls & Enterprise Engagement e.g. Dialpad Sell, Trellus, Momentum | Focuses on voice calls, AI coaching, and enterprise-level engagement, including automation and analytics. | - Real-time sales coaching and call assistance - AI-powered conversations and virtual agents - Broadcasts and campaign management - Workflow automation & CRM integration - Analytics, reporting and sales intelligence | Dialpad Sell | #### 1\. Respond.io – Best omnichannel messaging & AI sales automation software ![](https://images.ctfassets.net/ph8r57dk1q9w/svzOtuSdf990djW34KNIw/28108e9a603c54d5c168ed731be1f1d1/Screenshot_2025-10-15_at_10.49.17â__PM.png) - Best for: Scaling B2C brands looking for advanced AI features to grow their revenue in weeks through conversational sales. - G2 rating: 4.8/5 - G2 customer sentiment: Users praise respond.io for its intuitive interface, multi‑channel integration, and excellent support, while noting pricing and some feature gaps as drawbacks. - Capterra rating: 4.6/5 - Capterra customer sentiment: Reviewers highlight ease of use, automation, and productivity gains, but point out occasional performance issues and limitations in certain functionalities. - How it works: Respond.io is an omnichannel business customer conversation management software that centralizes communication from multiple channels — including website chat, WhatsApp, Messenger, Instagram, phone calls and more — into one unified inbox. It contains advanced features for all businesses looking to scale. - FeaturesChannels: Supports channels like WhatsApp, Facebook Messenger, Instagram, Viber, Telegram, TikTok, WeChat, SMS, email, and calls via WhatsApp, Telnyx and n8n.Workflow automation: Use the automation builder to capture leads, send follow-ups, route messages and assign tasks.AI capabilities: Use AI Agents to automate conversations, qualify leads and support team members in real time.Voice AI Agents answer, transcribe, and transfer calls to a human agent with a summary for context when neededBroadcasts: Send targeted mass messages and campaigns using the Broadcasts module.Dashboards and reports: Measure team efficiency, AI impact and campaign performance.Integrations: Sync data across Salesforce, HubSpot, Zapier, Make and other connected tools.Customer support: 24/5 live support and 24/7 AI assistance.Stability: 99,999% uptime. - Channels: Supports channels like WhatsApp, Facebook Messenger, Instagram, Viber, Telegram, TikTok, WeChat, SMS, email, and calls via WhatsApp, Telnyx and n8n. - Workflow automation: Use the automation builder to capture leads, send follow-ups, route messages and assign tasks. - AI capabilities: Use AI Agents to automate conversations, qualify leads and support team members in real time. - Voice AI Agents answer, transcribe, and transfer calls to a human agent with a summary for context when needed - Broadcasts: Send targeted mass messages and campaigns using the Broadcasts module. - Dashboards and reports: Measure team efficiency, AI impact and campaign performance. - Integrations: Sync data across Salesforce, HubSpot, Zapier, Make and other connected tools. - Customer support: 24/5 live support and 24/7 AI assistance. - Stability: 99,999% uptime. - ProsManage all messaging and call channels with AI across supported platforms, including WhatsApp, Instagram, TikTok and VoIP.Deploy AI agents that handle chats, send payment links, update contact details and summarize conversations.Use prebuilt AI roles or train custom agents on your own data from PDFs, websites or internal resources..Access built-in analytics to monitor team performance and AI effectiveness.Tracks leads and conversion progress with Lifecycle.Integrate with sales CRMs and tools such as Hubspot, Salesforce, Zapier and Make.Scale confidently with enterprise-grade reliability and uptime.Enterprise features include multi-workspace support, webhooks and SSO for advanced control.Highly rated customer support. - Manage all messaging and call channels with AI across supported platforms, including WhatsApp, Instagram, TikTok and VoIP. - Deploy AI agents that handle chats, send payment links, update contact details and summarize conversations.Use prebuilt AI roles or train custom agents on your own data from PDFs, websites or internal resources.. - Use prebuilt AI roles or train custom agents on your own data from PDFs, websites or internal resources.. - Access built-in analytics to monitor team performance and AI effectiveness. - Tracks leads and conversion progress with Lifecycle. - Integrate with sales CRMs and tools such as Hubspot, Salesforce, Zapier and Make. - Scale confidently with enterprise-grade reliability and uptime. - Enterprise features include multi-workspace support, webhooks and SSO for advanced control. - Highly rated customer support. - ConsThe initial setup and customization may take time and require some technical expertise.The performance of AI-driven features depends on the quality of training data and requires ongoing monitoring to ensure accuracy. - The initial setup and customization may take time and require some technical expertise. - The performance of AI-driven features depends on the quality of training data and requires ongoing monitoring to ensure accuracy. - Monthly pricingThe Growth plan begins at $159 per month for 10 users. It includes unlimited workflows, unlimited AI credits, advanced reporting and onboarding assistance via chat or call. - The Growth plan begins at $159 per month for 10 users. It includes unlimited workflows, unlimited AI credits, advanced reporting and onboarding assistance via chat or call. #### 2\. Kommo – AI-powered sales CRM ![](https://images.ctfassets.net/ph8r57dk1q9w/1Jw35uLSJEslCHHIeIjOa1/2f4e4e4b95ee76303c8f039b853309d5/chats-section-eng__1_.png) - Best for: Small to medium-sized businesses seeking a CRM with integrated messaging capabilities. - G2 rating: 3.8/5 - G2 customer sentiment: Users appreciate Kommo for its robust integrations, lead‑management automation, and clean multichannel CRM interface, while citing price concerns and limited reporting/customization options. - Capterra rating: 4.3/5 - Capterra customer sentiment: Reviewers value Kommo’s ease‑of‑use, well‑designed workflows and chat‑based CRM capabilities, though some note the mobile app lacks full feature parity and certain features need clearer documentation. - How it works: Kommo centralizes customer interactions from various messaging platforms into a unified inbox, enabling businesses to manage leads, automate workflows, and track sales pipelines efficiently. - Key featuresChannels: Supports WhatsApp, Facebook Messenger, Instagram, Viber, Telegram, Skype, WeChat, Apple Chat, SMS and email.Workflow Automation: Automates repetitive tasks such as lead assignment, follow-ups, and notifications.AI Capabilities: Offers code-free chatbot builders for 24/7 customer support.Broadcasts: Facilitates sending messages to multiple contacts simultaneously across various channels.Reports: Provides advanced analytics and reporting tools to track sales performance and team productivity.Integrations: Integrates with various third-party applications, enhancing its functionality.Customer Support: Offers free setup assistance and multichannel support during business hours.Stability: Provides a reliable platform with consistent performance. - Channels: Supports WhatsApp, Facebook Messenger, Instagram, Viber, Telegram, Skype, WeChat, Apple Chat, SMS and email. - Workflow Automation: Automates repetitive tasks such as lead assignment, follow-ups, and notifications. - AI Capabilities: Offers code-free chatbot builders for 24/7 customer support. - Broadcasts: Facilitates sending messages to multiple contacts simultaneously across various channels. - Reports: Provides advanced analytics and reporting tools to track sales performance and team productivity. - Integrations: Integrates with various third-party applications, enhancing its functionality. - Customer Support: Offers free setup assistance and multichannel support during business hours. - Stability: Provides a reliable platform with consistent performance. - ProsUser-friendly interface for small to medium teams.Comprehensive messaging channel coverage.Workflow automation tools for lead management.Basic AI for chatbots.Responsive support for setup. - User-friendly interface for small to medium teams. - Comprehensive messaging channel coverage. - Workflow automation tools for lead management. - Basic AI for chatbots. - Responsive support for setup. - Cons:Lacks advanced AI for full customer journey management.No WhatsApp calling feature.Pricing goes up quickly for businesses with larger teams.Pricing requires a minimum 6-month commitment, limiting flexibility. - Lacks advanced AI for full customer journey management. - No WhatsApp calling feature. - Pricing goes up quickly for businesses with larger teams. - Pricing requires a minimum 6-month commitment, limiting flexibility. - Monthly PricingAdvanced Plan: $25 per user/month, which includes features like no-code Salesbot, pipeline automation, and triggered SMS & emails. - Advanced Plan: $25 per user/month, which includes features like no-code Salesbot, pipeline automation, and triggered SMS & emails. #### 3\. Sleekflow - Multichannel messaging hub ![](https://images.ctfassets.net/ph8r57dk1q9w/8MLK44aPXySri6EVSkUPg/2b688c05990e53c56188ce49d5ac47c9/Screenshot_2025-10-20_at_5.42.47â__PM.png) - Best for: Businesses looking for a WhatsApp-centric multichannel messaging platform with automation and AI-assisted customer communication. - G2 rating: 4.6/5 - G2 customer sentiment: Users say SleekFlow excels at simplifying omnichannel messaging—integrating WhatsApp, Instagram, Facebook, etc., in one inbox with smart automation and intuitive design—but some criticize its pricing, limited analytics, and occasional UI bugs or slow load times. - Capterra rating: 4.5/5 - Capterra customer sentiment: Reviewers appreciate SleekFlow for its unified platform and ease of setup, especially for social‑commerce workflows, though they point out that advanced features are locked behind higher tiers and deeper customization. - How it works: SleekFlow unifies customer conversations from WhatsApp, Instagram, Facebook Messenger and other channels into one shared inbox. It helps small teams reply faster, send broadcasts, and automate workflows for sales and support. - Key FeaturesChannels: WhatsApp, Facebook Messenger, Instagram, Telegram, Viber, SMS and email included.Workflow Automation for routing, tagging and follow-ups.AI Capabilities: Chatbot builder, AI message suggestions and AI Agents.Broadcasts: Send bulk messages or campaigns to segmented contact lists.Reports: Analytics for messages, team performance and response time.Integrations: Connects with Shopify, WooCommerce and other e-commerce tools..Customer Support: Email and chat support during business hoursStability: Performs well for small-scale operations. Some G2 users report slower performance at higher message volumes - Channels: WhatsApp, Facebook Messenger, Instagram, Telegram, Viber, SMS and email included. - Workflow Automation for routing, tagging and follow-ups. - AI Capabilities: Chatbot builder, AI message suggestions and AI Agents. - Broadcasts: Send bulk messages or campaigns to segmented contact lists. - Reports: Analytics for messages, team performance and response time. - Integrations: Connects with Shopify, WooCommerce and other e-commerce tools.. - Customer Support: Email and chat support during business hours - Stability: Performs well for small-scale operations. Some G2 users report slower performance at higher message volumes - ProsIntuitive shared inbox and multichannel setup.Strong WhatsApp and e-commerce integrations.Affordable for small teams. - Intuitive shared inbox and multichannel setup. - Strong WhatsApp and e-commerce integrations. - Affordable for small teams. - ConsAutomation and AI features are focused on messaging use cases.Customer support can be slow for complex requests. - Automation and AI features are focused on messaging use cases. - Customer support can be slow for complex requests. - Monthly Pricing (US)Pro Plan: Starts at $199/month with 3 users and 500 monthly active contacts. Includes WhatsApp, Facebook, and Instagram integration, automation workflows, and broadcast capabilities.Additional Costs: $15 for each WhatsApp Business API phone number per month - Pro Plan: Starts at $199/month with 3 users and 500 monthly active contacts. Includes WhatsApp, Facebook, and Instagram integration, automation workflows, and broadcast capabilities. - Additional Costs: $15 for each WhatsApp Business API phone number per month #### 4\. Apollo – B2B sales engagement platform ![](https://images.ctfassets.net/ph8r57dk1q9w/2l7LeFRrDTl41Xyw4cecWl/02d4d5004b5c894e6812db254f9106e6/Screenshot_2025-10-15_at_11.09.16â__PM.png) - Best for: B2B teams needing data-driven lead generation and outreach automation. - G2 rating: 4.4/5 - G2 customer sentiment: Users highly rate Apollo.io for its robust prospecting tools, intuitive interface, and seamless CRM integration, though many still express concerns over data accuracy and a steep learning curve. - Capterra rating: 4.3/5 - Capterra customer sentiment: Reviewers commend Apollo.io’s ease of use, strong automation features, and ability to save time on outreach, while noting limitations in data quality and feature depth for enterprise needs. - How it works: Apollo leverages a database of 265+ million contacts and AI-driven insights to identify high-potential prospects, automate multi-channel outreach (email, phone, LinkedIn), and prioritize follow-ups. AI analyzes interactions to deliver pre-meeting insights and optimize sales engagement. - Key FeaturesChannels: Email, phone, LinkedIn.Workflow automation: Multi-touch sequences, call logging, CRM syncing.AI Capabilities: Call/email analysis, pre-meeting insights, AI-assisted workflow suggestions.Broadcasts: Limited to outreach sequences, no mass messaging like WhatsApp.Reports: Pre-built and customizable for outreach performance.Integrations: CRM and productivity tools.Customer Support: Standard ticketing and knowledge base.Stability: Reliable for B2B teams. - Channels: Email, phone, LinkedIn. - Workflow automation: Multi-touch sequences, call logging, CRM syncing. - AI Capabilities: Call/email analysis, pre-meeting insights, AI-assisted workflow suggestions. - Broadcasts: Limited to outreach sequences, no mass messaging like WhatsApp. - Reports: Pre-built and customizable for outreach performance. - Integrations: CRM and productivity tools. - Customer Support: Standard ticketing and knowledge base. - Stability: Reliable for B2B teams. - ProsAccess to a massive contact database for lead generationAutomates outreach across multiple channelsAI-driven insights to prioritize high-value prospectsStreamlines logging, call tracking and CRM updates - Access to a massive contact database for lead generation - Automates outreach across multiple channels - AI-driven insights to prioritize high-value prospects - Streamlines logging, call tracking and CRM updates - ConsPrimarily designed for B2B; limited applicability for B2C or real-time messaging.No support for instant messaging channels like WhatsApp.AI cannot be trained on company-specific resources or custom workflows. - Primarily designed for B2B; limited applicability for B2C or real-time messaging. - No support for instant messaging channels like WhatsApp. - AI cannot be trained on company-specific resources or custom workflows. - Monthly pricingProfessional Plan at $99/user/month, includes 4,000 credits per user and multi-touch AI-assisted outreach; add-ons available for additional credits. - Professional Plan at $99/user/month, includes 4,000 credits per user and multi-touch AI-assisted outreach; add-ons available for additional credits. #### 5\. Reply.io – Automating cold outreach ![](https://images.ctfassets.net/ph8r57dk1q9w/6SuqBrepqLbmD9vKy5V1C5/1dac6afc79f5e861b46537bf69c187c8/Screenshot_2025-10-15_at_11.12.33â__PM.png) - Best for: Sales teams seeking AI-driven multichannel outreach, including email, LinkedIn, SMS and voice calls. - G2 rating: 4.7/5 - G2 customer sentiment: Users rate Reply.io at 4.6 / 5, praising its intuitive interface, excellent customer support, and robust automation for multichannel outbound outreach; common complaints include gaps in Outlook integration and a steeper learning curve. - Capterra rating: 4.6/5 - Capterra customer sentiment: Reviewers highlight Reply.io’s ease of use in automating outreach and booking meetings, but some point to occasional bugs, pricing concerns, and missing advanced features as drawbacks. - How it works: Reply.io automates B2B sales outreach through AI-powered sequences across multiple channels, including email, LinkedIn, SMS and voice calls. It offers tools for lead generation, follow-ups and analytics, aiming to streamline the sales process and improve engagement. - Key featuresChannels: Email, LinkedIn, SMS, voice calls.Automation: AI-driven sequence creation, multichannel follow-ups.AI Capabilities: Icebreaker generation, reply categorization, personalization.Broadcasts: No dedicated mass messaging, sequence-based outreach.Reports: Email, LinkedIn, call and team performance analytics.Integrations: CRM and productivity tool integrations.Customer Support: Live chat and onboarding with CSM.Stability: Scalable for high-volume outreach. - Channels: Email, LinkedIn, SMS, voice calls. - Automation: AI-driven sequence creation, multichannel follow-ups. - AI Capabilities: Icebreaker generation, reply categorization, personalization. - Broadcasts: No dedicated mass messaging, sequence-based outreach. - Reports: Email, LinkedIn, call and team performance analytics. - Integrations: CRM and productivity tool integrations. - Customer Support: Live chat and onboarding with CSM. - Stability: Scalable for high-volume outreach. - ProsComprehensive multichannel outreach capabilities.AI-driven personalization and automation features.Detailed analytics and reporting tools.Strong customer support with dedicated onboarding.Scalable infrastructure suitable for growing teams. - Comprehensive multichannel outreach capabilities. - AI-driven personalization and automation features. - Detailed analytics and reporting tools. - Strong customer support with dedicated onboarding. - Scalable infrastructure suitable for growing teams. - ConsNo support for instant messaging channels like WhatsApp.Pricing may be considered high for small teams or startups.Additional costs for certain features like LinkedIn automation and dialer.Some users report unexpected charges and difficulties in canceling subscriptions. - No support for instant messaging channels like WhatsApp. - Pricing may be considered high for small teams or startups. - Additional costs for certain features like LinkedIn automation and dialer. - Some users report unexpected charges and difficulties in canceling subscriptions. - Monthly pricingMultichannel plan at $99/user/month, offering unlimited emails, AI email assistant and 50 live data credits per month. - Multichannel plan at $99/user/month, offering unlimited emails, AI email assistant and 50 live data credits per month. #### 6\. Regie.ai – AI-written sales copy ![](https://images.ctfassets.net/ph8r57dk1q9w/6RQGghfdVc9EJ4yrg52L2j/302afb4c573df2cf4e458718483caeb9/67706bf16e4c01b366ac2181_66eb31875dff6abb6a934c56_667c1e43d5ef7f062b951337_Prospect-2520Page-2520Updates__1_.png) - Best for: Enterprise sales teams seeking an AI-native platform for autonomous prospecting and multi-channel outreach. - G2 rating: 4.4/5 - G2 customer sentiment: Users praise its ability to personalize outreach, accelerate campaign creation and boost productivity — while some note that generated content can require significant editing, pricing is high, and integrations are still evolving. - Capterra rating: 4/5 - Capterra customer sentiment: Reviewers appreciate the tool’s ease of use and time‑savings for message creation, but point out limitations in channel diversification, sequence transfer, and value for money. - How it works: Regie.ai offers an AI-powered prospecting platform that combines AI agents and a parallel dialer to automate lead generation, content creation and outreach across multiple channels. - Key featuresChannels: Email, voice calls, social media.Automation: Lead discovery, content creation, outreach sequences, task execution.AI Capabilities: Personalized outreach, intent-based lead scoring, adaptive engagement.Broadcasts: Sequence-driven but no platform-wide broadcast.Reports: Campaign analytics, engagement metrics, pipeline insights.Integrations: Limited third-party CRM integrations.Customer Support: Knowledge base and service channels.Stability: Enterprise-ready infrastructure. - Channels: Email, voice calls, social media. - Automation: Lead discovery, content creation, outreach sequences, task execution. - AI Capabilities: Personalized outreach, intent-based lead scoring, adaptive engagement. - Broadcasts: Sequence-driven but no platform-wide broadcast. - Reports: Campaign analytics, engagement metrics, pipeline insights. - Integrations: Limited third-party CRM integrations. - Customer Support: Knowledge base and service channels. - Stability: Enterprise-ready infrastructure. - ProsComprehensive AI-driven automation for sales prospecting.Multi-channel outreach capabilities.Generative AI for personalized content creation.Advanced analytics and reporting features.Scalable infrastructure suitable for enterprise teams. - Comprehensive AI-driven automation for sales prospecting. - Multi-channel outreach capabilities. - Generative AI for personalized content creation. - Advanced analytics and reporting features. - Scalable infrastructure suitable for enterprise teams. - ConsNo support for instant messaging channels like WhatsApp.Pricing may be considered high for small teams or startups.Complex setup process requiring extensive configuration.Limited integrations with third-party CRM systems. - No support for instant messaging channels like WhatsApp. - Pricing may be considered high for small teams or startups. - Complex setup process requiring extensive configuration. - Limited integrations with third-party CRM systems. - Monthly pricingEnterprise plan at $35,000/year, offering AI agents, AI dialer and multi-channel outreach capabilities. - Enterprise plan at $35,000/year, offering AI agents, AI dialer and multi-channel outreach capabilities. #### 7\. Braze – AI-driven customer engagement at scale ![](https://images.ctfassets.net/ph8r57dk1q9w/3uigkzmoPW0w1oHPCTnWp8/93de469e6ed8c25d7d83afcf5871721d/Screenshot_2025-10-15_at_11.53.41â__PM.png) - Best for: Mid-to-large enterprises seeking robust, AI-powered customer engagement across multiple channels, including email, push notifications, SMS and in-app messaging. - G2 rating: 4.5/5 - G2 sentiment analysis: Users commonly praise Braze for its intuitive interface, strong multichannel campaign capabilities (especially email, push, and mobile notifications), and effective AI-driven personalization and automation. At the same time, customers frequently point out a relatively steep learning curve, higher cost, and slower onboarding or support responsiveness. - Capterra rating: 4.6/5 - Capterra sentiment analysis: On Capterra, reviewers highlight Braze’s robustness and flexibility in delivering cross-channel engagement at scale, especially for marketing teams, while noting that setup can be complex, some advanced features require developer input, and the cost may be high for smaller players. - How It Works: Braze enables brands to deliver personalized, real-time messaging through a unified platform. It integrates with various data sources to create comprehensive customer profiles, allowing for targeted campaigns and automated journeys. **Key Features** - Channels: Email, push, SMS, in-app, WhatsApp; 150+ partner integrations. - Automation: Journey orchestration, automated messaging, real-time triggers. - AI Capabilities: Send-time optimization, behavior prediction, content personalization with BrazeAI. - Broadcasts: Supports bulk and targeted campaigns across channels. - Reports: Comprehensive analytics dashboards for campaigns, engagement, retention. - Integrations: Extensive partner ecosystem and API connections. - Customer Support: 24/7 live chat/email. - Stability: Enterprise-grade uptime and scalable infrastructure. **Pros** - Comprehensive channel support lets brands reach customers through multiple channels from a single platform. - Advanced AI features leverage artificial intelligence to optimize messaging and predict customer behavior, improving personalization. - Extensive integrations provide a wide range of connections with technology partners, enabling seamless data flow and campaign execution. - Scalable infrastructure is designed to handle the needs of large enterprises with high-volume messaging requirements. **Cons** - Pricing may be considered premium compared to some competitors and could be a barrier for smaller businesses. - The platform's extensive features can create a learning curve for new users to fully utilize its capabilities. - The effectiveness of AI-driven features depends heavily on the quality and completeness of the integrated data. **Monthly pricing** - Standard Plan: Pricing is customized based on the specific needs and scale of the business. Interested parties are encouraged to contact Braze directly for a personalized quote. - Depending on the chosen plan and usage, there may be extra costs for premium features, additional channels, or advanced analytics. #### 8\. Momentum – Pipeline insights and deal intelligence ![](https://images.ctfassets.net/ph8r57dk1q9w/2TrYDyJ2PLpyFPPZiKE9EC/135eccc0d3e87c36954023ac2fa52ef2/Screenshot_2025-10-15_at_11.19.27â__PM__1_.png) - Best for: Revenue teams seeking AI-powered orchestration across the entire sales cycle, from deal execution to customer retention. - G2 rating: 4.6/5 - G2 customer sentiment: Users praise Momentum for its AI-driven call summaries, automated CRM updates, and seamless Slack/CRM integrations. Common drawbacks include a learning curve, limited customization and occasional quirks with non-English languages. - Capterra rating: 4.7/5 - Capterra customer rating: Reviewers highlight fast support and strong integration capabilities, though they note the app can be resource-heavy and performance may drop when toggling between screens during calls. - How it works: Momentum serves as an AI-powered orchestration layer that integrates with existing CRM and sales tools to automate workflows, capture buyer intent signals and provide real-time insights. It aims to streamline sales processes and enhance team productivity. - Key FeaturesChannels: Email, Slack, Salesforce, other CRM platforms.Automation: Workflow automation for follow-ups, task assignment, data entry.AI Capabilities: Call summaries, action items, executive briefs, intent detection.Broadcasts: Supports notifications and updates via integrated channels.Reports: Analytics on sales performance, deal progression, team activities.Integrations: Deep CRM and collaboration tool integrations.Customer Support: Slack-based support with premium options.Stability: Reliable integration with existing tech stacks. - Channels: Email, Slack, Salesforce, other CRM platforms. - Automation: Workflow automation for follow-ups, task assignment, data entry. - AI Capabilities: Call summaries, action items, executive briefs, intent detection. - Broadcasts: Supports notifications and updates via integrated channels. - Reports: Analytics on sales performance, deal progression, team activities. - Integrations: Deep CRM and collaboration tool integrations. - Customer Support: Slack-based support with premium options. - Stability: Reliable integration with existing tech stacks. - ProsComprehensive AI-driven sales orchestration.Seamless integration with existing CRM and sales tools.Real-time insights and alerts.Customizable workflows to fit specific sales processes.Scalable solution suitable for teams of various sizes. - Comprehensive AI-driven sales orchestration. - Seamless integration with existing CRM and sales tools. - Real-time insights and alerts. - Customizable workflows to fit specific sales processes. - Scalable solution suitable for teams of various sizes. - ConsRequires initial setup and customization.Pricing may be considered high for small teams or startups.Limited omnichannel support; primarily focuses on email and CRM platforms. - Requires initial setup and customization. - Pricing may be considered high for small teams or startups. - Limited omnichannel support; primarily focuses on email and CRM platforms. - Monthly pricingBusiness plan at $99/user/month, offering AI-driven sales orchestration and integration with existing tools. - Business plan at $99/user/month, offering AI-driven sales orchestration and integration with existing tools. #### 9\. Dialpad Sell – AI sales calls and coaching ![](https://images.ctfassets.net/ph8r57dk1q9w/76mToawlNPvgIkOSlPJ5tg/b849b830d77332eea7c63cce6afc6225/Screenshot_2025-10-15_at_11.22.40â__PM.png) - Best for: Sales teams that rely on voice calls and want real-time AI assistance for coaching, objection handling and conversation insights. - G2 rating: 4.4/5 - G2 customer sentiment: Users appreciate Dialpad Sell for its unified platform with voice and messaging, AI‑powered call transcription and strong mobile/desktop experience; however, many raise concerns about inconsistent CRM integrations, occasional call quality issues and support responsiveness. - Capterra rating: 4.5/5 - Capterra customer sentiment: Reviewers highlight Dialpad’s ease of use, flexible calling tools, and AI features as significant advantages, while pointing to limitations in setup complexity, advanced reporting and slower support for large or complex deployments. - How It Works: Provides AI-powered voice and video calling with real-time transcription, sentiment analysis, and live coaching prompts. Automatically generates call summaries and updates CRM data to streamline post-call tasks. **Key Features** - Channels: Voice, SMS, MMS, email. - Automation: Real-time assist prompts, voicemail drops, call summaries, smart routing. - AI Capabilities: NLP transcription, sentiment analysis, objection handling, coaching cards, post-call insights. - Broadcasts: Not applicable; call-focused. - Reports: Call analytics, sentiment dashboards, team performance. - Integrations: CRM and productivity tool integrations. - Customer Support: 24/5 chat & email, 24/7 on higher plans. - Stability: Enterprise-grade infrastructure with a 99.9% uptime commitment. **Pros** - Excellent real-time voice intelligence and live coaching. - Strong reporting and analytics for call quality and performance. - Reliable platform performance for enterprise teams. - Seamless CRM integrations and automated post-call actions. **Cons** - Limited coverage of non-voice channels like WhatsApp or social media. - AI features and advanced analytics available only on higher plans. - Add-ons (extra numbers, call recording) can increase costs. - Requires onboarding to fully leverage AI tools. **Monthly pricing** - Pro Plan: ~$95–110 per user/month (billed monthly). Includes AI call transcription, live coaching, voicemail drop, CRM sync and analytics. - Additional costs may apply for premium AI features, local presence dialing or extra phone numbers. #### 10\. Trellus – Backend sales ops AI agents ![](https://images.ctfassets.net/ph8r57dk1q9w/M0vt2dFAEdlPW9FpOBE1Y/debd7f92cb058938bc65ccfe328ee761/Screenshot_2025-10-29_at_9.13.00â__PM.png) - Best for: Sales teams seeking real-time AI coaching during calls, automated dialing, and seamless CRM integration. - G2 rating: 4.5/5 - G2 customer sentiment: Users commend Trellus for its simplicity of onboarding, responsive support, and noticeable impact on increasing call-engagement rates, while some mention that it still lacks certain features. - Capterra rating: Not available. - Capterra customer sentiment: Direct insights are limited due to minimal review data, making it difficult to draw a clear sentiment profile at this time. - How it works: Trellus.ai integrates with existing sales platforms like Salesloft, Outreach, and HubSpot, providing real-time AI coaching, automated dialing, and performance analytics to enhance sales productivity. **Key Features** - Channels: Voice calls; integrates with CRM and sales engagement platforms. - Automation: Auto dialing, voicemail drops, CRM updates. - AI Capabilities: Real-time call feedback, objection handling, performance insights. - Broadcasts: Not applicable; call-focused. - Reports: Call analytics, objection tracking, sales metrics dashboards. - Integrations: Salesloft, Outreach, HubSpot. - Customer Support: 24/7 live chat/email. - Stability: Reliable integration with major sales platforms. **Pros** - Real-time AI coaching enhances sales call effectiveness. - Seamless integration with popular sales engagement platforms. - Reduces manual tasks through automation, increasing productivity. - Provides actionable insights through performance analytics. **Cons** - Primarily focused on voice calls; limited support for other communication channels. - Requires integration with existing sales platforms, which may involve setup time. - Advanced features may require higher-tier plans. **Monthly pricing** - Power Plan: Priced at $39.99 per user per month, offering unlimited dialing, voicemail drops on select platforms, and access to past transcripts. ### How businesses use AI sales automation software #### JU Productions enhances lead quality with AI-driven spam filtering JU Productions, a digital marketing agency in Singapore, improved lead quality by using [respond.io’s AI agents](https://respond.io/customers/ju-productions-chose-respond-io-over-manychat) to automatically filter spam and low-intent messages. The AI agents reviewed flagged conversations daily before blocking them, ensuring that only high-value leads reached the sales team. As a result, JU Productions reduced spam messages by 92% and increased qualified lead conversion by 38%, saving hours of manual filtering each week and letting the sales team focus on closing deals. #### Automax achieves 42.5x ROI with AI-powered WhatsApp broadcasts Automax, a leading automotive retailer, enhanced their WhatsApp marketing by integrating [respond.io’s AI-powered workflows](https://respond.io/customers) for lead qualification and multilingual routing. The AI agent managed thousands of incoming inquiries efficiently, improving response times and engagement. By combining automated lead filtering with targeted WhatsApp broadcasts, Automax achieved a 42.5x return on investment, increased lead-to-sale conversion by 57%, and reduced manual follow-up efforts by 65%, demonstrating the measurable impact of AI on both efficiency and revenue. ### Further Reading If you've found this article interesting, have a look at: - Best WhatsApp Automation Tool: 9 Top Options Compared - Top 7 Conversational AI Platforms of 2026 and How to Choose One - Best AI Agents for Customer Support in 2026: Pros, Cons & Pricing ## [Best Bulk WhatsApp Marketing Software in 2026: Comparison, Guide & Insights](https:/respond.io/blog/best-bulk-whatsapp-marketing-software) Compare the best WhatsApp bulk messaging software in 2026. See features, pros, cons & pricing of top tools like respond.io, Brevo, WATI, Twilio & more Bulk messaging has long been a key communication strategy, traditionally through SMS and email. Over time, however, those channels have become saturated with spam, leading customers to ignore them. While WhatsApp also faced spam issues in its early days, Meta has since introduced strict rules and safeguards that have significantly reduced the problem. As a result, customers are [more likely to open and engage with WhatsApp messages](https://business.whatsapp.com/blog/use-whatsapp-business-goals), making it a preferred channel for business communication. This shift has raised the bar for message quality. In 2026, bulk messaging isn’t about blasting the same text to everyone — it’s about sending relevant, personalized messages that prompt action and build lasting relationships. In this guide, we’ve tested and compared today’s leading bulk WhatsApp messaging tools. We’ll examine how they handle the essentials — such as creating and sending broadcasts — and the extra features that can make a big difference, including automation, segmentation, inbox workflows, analytics, onboarding and pricing clarity. Whether you’re starting fresh or upgrading your current setup, you’ll come away with a clear understanding of what’s available and which platform best fits your needs. ### What is WhatsApp marketing software? WhatsApp marketing software is a tool that helps businesses send messages at scale on WhatsApp in a compliant, organized and measurable way. Unlike WhatsApp Business App, these platforms are built to handle bulk messaging, manage replies, personalize campaigns and track results. They connect to the official WhatsApp Business API (WhatsApp Business Platform) through verified providers, ensuring stability and compliance with Meta’s rules. ![Ways%20to%20send%20WhatsApp%20bulk%20messages%20-%20WhatsApp%20Business%20App%2C%20Unofficial%20bulk%20senders%2C%20WhatsApp%20API](https://images.ctfassets.net/ph8r57dk1q9w/qmw9ULSgcwRJGq2MaQdPT/b10d641c7fcf97a3a5b5019e0976ea40/Best_Bulk_WhatsApp_Marketing_-_Image_1.png) These are the different kinds of options businesses typically use for bulk messaging: #### **1\. WhatsApp Business App** Free and easy to use, but limited to sending messages to 256 contacts at a time. Fine for small businesses, but it lacks automation, advanced analytics and efficient reply management. As message volume grows, the manual workload becomes unsustainable. #### **2\. Unofficial bulk senders** Third-party tools that log into your WhatsApp account via unofficial methods. While cheap or free, they violate WhatsApp’s terms, carry high ban risks and often lack reliable features for handling replies. #### **3\. WhatsApp API** [WhatsApp API](https://respond.io/blog/whatsapp-business-api), also known as WhatsApp Business Platform, is Meta’s official solution for sending messages at scale. Meta does not provide a built-in interface for WhatsApp API, so applying directly means you would need developers to build and maintain your own tools to use it. Most companies instead work with an official [Business Solution Provider (BSP)](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider), which simplifies setup and provides ready-made features for sending broadcasts, managing replies and contacts. Compared to the [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app), WhatsApp API is more powerful but comes with [per-message costs](https://respond.io/whatsapp-pricing-calculator) and opt-in requirements. In return, it ensures reliability and unlocks advanced features like automation, personalization and integrations. For small businesses just starting out, the WhatsApp Business App is usually sufficient. As your audience and messaging needs grow, upgrading to WhatsApp API becomes worthwhile. Unofficial bulk senders may look appealing for their low cost, but they can carry serious risks — from account bans to compromised data. We won’t be covering or recommending them. For peace of mind, stick to platforms that work with WhatsApp API. ### How to choose a bulk WhatsApp messaging software Choosing bulk WhatsApp marketing software isn’t just about sending messages — it’s about finding a platform that fits your budget, scales with your business and gives you the features you need to manage replies, automation and reporting. While API access itself is free, these platforms typically charge for usage on top of Meta’s per-message fees and some add extra markups. Even if a subscription looks cheap or free, keep in mind that broadcasts are often restricted in trials because Meta charges per template message and most providers avoid covering those costs. Some let you send test messages to yourself or a small internal list, while others require a wallet top-up or paid plan before you can send real broadcasts. ![What%20to%20look%20for%20in%20WhatsApp%20bulk%20messaging%20software%20-%20official%20whatsapp%20bsp%2C%20ease%20of%20use%2C%20personalization%2C%20analytics%2C%20support%20%26%20reliability%2C%20cost](https://images.ctfassets.net/ph8r57dk1q9w/3sOaNn5b21PNuMsw7QDjhN/fb6b36b7e6e9f5318af8512e84d9d150/Best_Bulk_WhatsApp_Marketing_-_Image_3.png) With that in mind, choosing the right platform isn’t just about whether it can send messages. The real difference lies in the features, usability, and pricing that shape how effective and scalable your campaigns will be. Here are the main things to compare when reviewing tools: - Official API access and compliance — Using an official Business Solution Provider (BSP) ensures messages are sent through Meta’s verified channels, keeps your account safe and allows direct template approvals. BSPs can also help escalate issues like rejected templates, account quality drops or bans. - Ease of use — Look for a simple WhatsApp message template builder, smooth contact import and flexible scheduling. Clear onboarding helps you launch campaigns quickly. - Personalization and segmentation — Dynamic fields (like name or purchase history) and CRM integrations let you send relevant, targeted messages at scale. - Automation and AI agents — Broadcasts generate replies; AI, automation, chatbots and flow builders help manage them without overwhelming your team. - Analytics and reporting — Track sent, delivered, read, and failed messages, plus reply and opt-out rates. Breakdowns by channel, sender, or segment highlight what’s working. - Pricing transparency — Understand whether the platform passes Meta’s fees directly or adds extra markups, and whether pricing scales predictably as volumes grow. - Support and reliability — Responsive support and stable infrastructure reduce downtime and setup headaches. ### Best bulk WhatsApp marketing software comparison | Features | Respond.io | Brevo | AiSensy | WATI | SendWo | Twilio | | --- | --- | --- | --- | --- | --- | --- | | Setup & Onboarding (embedded signup, activation, guides) | ✅ | ✅ | ✅ | ✅ | ✅ | ❌ | | Broadcast creation (templates, scheduling, personalization) | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | | Upload contacts (CSV/integrations) | ✅ | ✅ | ✅ | ✅ | ✅ | ❌ | | Segment contacts for broadcast | ✅ | ✅ | ✅ | ✅ | ✅ | ❌ | | Delivery & reporting dashboard | ✅ | ✅ | ✅ | ✅ | ✅ | ❌ | | Automation & flow builder | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | | Drip sequences | ✅ | ✅ | ⚠️ Only via 3rd-party integrations | ✅ | ✅ | ✅ | | Retarget non-responders | ✅ | ✅ | ✅ | ✅ | ✅ | ❌ | | Inbox & 2-way chat (multi-agent, roles, conversation history) | ✅ | ✅ | ⚠️ Notes unsupported | ✅ | ⚠️ Notes unsupported | ❌ | | CRM integrations | ✅ | ✅ | ⚠️ Only via 3rd-party integrations | ✅ | ⚠️ Only via 3rd-party integrations | ✅ | | Campaign metrics (open, reply, opt-out) | ✅ | ✅ | ✅ | ✅ | Minimal | Partial | | Compliance (template use, opt-outs) | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | | Quality rating monitoring | ✅ | ✅ | ✅ | ✅ | ❌ | ❌ | | Ease of use & stability (UI, performance) | ✅ | ✅ | ❌ Dated UI, unintuitive | ✅ | ❌ Unintuitive UI, inconsistent behavior | ❌ Depends on user implementation | | Mobile app available | ✅ | ✅ | ✅ | ✅ | ❌ | ✅ | | Meta message markup | ✅ No markup | ❌ Markup | ❌ Markup | ❌ Markup | ✅ No markup | ❌ Markup | | Low-volume testing | ✅ | ✅ | ✅ | ✅ Single recipient test | ✅ | ✅ Single recipient test | | Support & resources (chat/email, docs, onboarding) | ✅ | ⚠️ Ticketing only | ✅ | ⚠️ Live chat only on Pro/Business plan | ⚠️ Live chat only on Pro/Enterprise plan | ⚠️ Live chat only for paid support plans, email for everyone | ### Bulk WhatsApp marketing software: pros, cons and pricing Every platform reviewed here can send compliant WhatsApp broadcasts. The real differences show up in how they handle broadcasts at scale — from reply management and automation to analytics, integrations, and pricing. Below, we break down the pros, cons, and costs so you can choose the best fit for your business. #### Respond.io Respond.io is a marketing platform that goes beyond bulk messaging, covering multiple user access, reply management, automation and reporting. It integrates with CRMs and can act as a CRM for customer management. With omnichannel support across Facebook, Instagram, TikTok, VoIP and more, it’s well-suited for businesses seeking scalable messaging and automation across multiple channels. ![Respond.io%27s%20broadcast%20module](https://images.ctfassets.net/ph8r57dk1q9w/2Ly1sjRb7TcqERKvsPOO7p/eb0eeb3097a9b56b911388c6b93d55ba/broadcast.png) ##### **Pros:** - Handles high-volume broadcasts without lag - Advanced automation and analytics - Autonomous AI agents that qualify leads, answer FAQs, route chats and more - Unified inbox for managing inbound conversations across multiple channels - Deep CRM integrations ##### **Cons:** - More advanced features may be overkill for very small teams ##### **Pricing:** - Transparent pricing, no markup fees - No forever free plan ##### **Best For:** Businesses ready to scale WhatsApp marketing with AI and automation, data-driven targeting, integrated workflows and companies that need a reliable omnichannel messaging solution. #### Brevo Brevo (formerly Sendinblue) is an email and SMS marketing platform that includes WhatsApp Business API functionality. In addition to being an official WhatsApp BSP, Brevo features no-code campaign creation, automation workflows, CRM contact management and rich media campaign support within a unified interface. ![Brevo%27s%20broadcast%20module](https://images.ctfassets.net/ph8r57dk1q9w/5JldYdq3iWAZLTYyYVUWx3/4aca104a2f8a5fe2770bb8c1c8686920/brevo.png) ##### **Pros:** - Combines Email, SMS and WhatsApp in one platform - Built-in CRM and marketing automation ##### **Cons:** - WhatsApp features are less advanced than email/SMS tools - No live chat support ##### **Pricing:** - Free plan available - Has markup charges on top of Meta’s messaging fees ##### **Best For:** Businesses seeking a budget-friendly solution to run email and SMS campaigns but also need official WhatsApp support in the same platform. #### AiSensy AiSensy is a WhatsApp‑focused marketing platform aimed at SMBs. It offers embedded signup, fast onboarding, a campaign builder with personalization/segmentation and a visual flow builder for basic automations. However, a number of functions will require third‑party integrations. While AiSensy has a free tier, it doesn’t support bulk messaging. ![AiSensy%20broadcast%20module](https://images.ctfassets.net/ph8r57dk1q9w/6KxFLgC39LGl7jhkEQDPaZ/0d1d9b5997e6dcf14144f4de292d174c/aisensy.png) ##### **Pros:** - Can create and run ads directly from the platform - Supports in-app payments on WhatsApp ##### **Cons:** - Dated, unintuitive UI - Free tier doesn’t support bulk messaging - Relies on third‑party tools for many integrations - No internal notes in inbox ##### **Pricing:** - Affordable entry pricing - Has markup charges on top of Meta’s messaging fees ##### **Best For:** SMBs that want a low-cost, WhatsApp-first platform with quick setup. Particularly suited for businesses running Click-to-WhatsApp ads or looking to enable in-chat payments, but who don’t need advanced analytics or deep native integrations. #### Wati Wati (WhatsApp Team Inbox) is a WhatsApp-first customer engagement platform built for SMBs. It’s an official WhatsApp BSP with simple onboarding and a visual chatbot builder for automating responses. Wati’s interface is designed for teams that want to manage both marketing broadcasts and customer service from the same place. ![WATI%20broadcast%20module](https://images.ctfassets.net/ph8r57dk1q9w/4vz3oRct5AnIOLnXX3HgS0/352b422e41fbd793bd1279a259063132/watibroadcast.png) ##### **Pros:** - Sleek, modern-looking UI - Built-in chatbot builder - Easy onboarding and setup ##### **Cons:** - Live chat support is only available for Pro and Business plan users - Limited analytics depth - Has performance issues ##### **Pricing:** - SMB-friendly pricing - Has markup charges on top of Meta’s messaging fees ##### **Best For:** SMBs and agencies that need an easy-to-use WhatsApp marketing and support tool with strong automation and team collaboration features. A solid choice for businesses that want to combine broadcasts, chatbots, and shared inbox workflows in one platform, but may not require advanced analytics or enterprise-level customization. #### SendWo SendWo is a lightweight WhatsApp marketing tool built for straightforward, compliant bulk messaging without extra costs. It offers the core broadcast features you need in a simple, no-frills package, but its limited onboarding support and clunky interface can make it harder to get started. ![Sendwo%20broadcast%20module](https://images.ctfassets.net/ph8r57dk1q9w/XYEvp41zTdQKlbmqNUtpZ/f0050bb91c003287ebc3840db759d5a1/sendwo-broadcast.png) ##### **Pros:** - Supports in-chat payments ##### **Cons:** - Unintuitive UI with inconsistent behavior - Minimal analytics and reporting features - Limited automation and AI capabilities - Few integrations compared to other platforms - Poor documentation/help center ##### **Pricing:** - Free plan available - No markup fees on top of Meta’s rates ##### **Best For:** Budget-conscious businesses that only need basic, compliant WhatsApp broadcasts at the lowest possible cost, and can work without advanced features or deep integrations. #### Twilio Twilio is a developer-centric communications platform that offers the WhatsApp Business API as part of its messaging suite. It’s an official WhatsApp BSP, but unlike plug-and-play tools, Twilio does not provide a built-in interface for sending bulk messages. Instead, you’ll need to build your own frontend or connect Twilio to a third-party tool to run campaigns. ![Twilio%20broadcast%20module](https://images.ctfassets.net/ph8r57dk1q9w/70IvnCt1ksv85FRYegJGxP/c78a2d8df4f48499cc5ad728e623bc20/twilio.png) ##### **Pros:** - Highly flexible API for custom workflows and integrations - Extensive developer documentation and SDKs - Scalable infrastructure for high-volume messaging - Supports multi-channel communication (SMS, voice, WhatsApp, and more) ##### **Cons:** - No native campaign builder or shared inbox — requires custom development or third-party software - Steeper learning curve for non-technical teams - Setup can be time-consuming compared to plug-and-play solutions ##### **Pricing:** - API pricing plus potential extra costs from third-party frontends ##### **Best For:** Businesses with in-house developers or technical teams who want maximum control and customization over WhatsApp messaging, or enterprises integrating WhatsApp into broader multi-channel systems. ### Which is the best bulk WhatsApp marketing software your business needs? Choosing the right platform depends on your business size, technical resources, and whether you need more than just sending broadcasts. - Brevo — Best for teams running multi-channel campaigns that combine email, SMS and WhatsApp in one platform. - AiSensy or WATI — Strong fits for SMBs that want quick setup, affordability and simple chatbot tools without enterprise-level complexity. - Twilio — Suited for developer-led teams that need full control, scalability and custom integrations rather than plug-and-play tools. - SendWo — The most budget-friendly option if all you need is compliant WhatsApp broadcasts at the lowest possible cost. - Respond.io — The best all-rounder for businesses that treat WhatsApp as a core revenue channel while also needing to manage other channels. It combines compliant bulk messaging with automation, segmentation, shared inbox workflows, transparent pricing, and omnichannel support—making it the platform to scale with. ### How can the right WhatsApp marketing tool grow your business? Bulk WhatsApp messaging in 2025 isn’t about blasting the same text to everyone. It’s about sending relevant, timely messages at scale—with consent, compliance and a plan for the replies you’ll receive. While every platform we reviewed can send compliant bulk messages, the real difference lies in what happens beyond “send.” The right tool should help you turn campaigns into conversations that convert, with automation, segmentation, shared inbox workflows, analytics, and transparent pricing to back it up. That’s where respond.io stands out. It’s built for businesses that treat WhatsApp as a serious revenue channel and not just a broadcast tool. - Automation and drip campaigns to engage customers without manual follow-ups - Manage responses with AI - use AI Agents to reply instantly, then hand off conversations to human agents with internal comments that preserve key context and also add tags for future broadcast targeting. - Shared inbox + roles/notes so teams can resolve conversations faster - Segmentation + CRM integration to write messages people actually want to read - No extra fees on top of Meta so you can scale predictably If you’re ready to go beyond basic sending and run campaigns that actually drive results, respond.io is the platform to grow with. Sign up with respond.io and launch your first compliant, segmented WhatsApp campaign this week! ### Further reading We hope you found this guide helpful! If you want to learn more about bulk messaging over WhatsApp API, check out these articles: - WhatsApp Broadcast in 3 Steps: Everything You Need to Know - How to Send Bulk Messages on WhatsApp: A Step-by-Step Guide - WhatsApp Broadcast Message Sample: 24 Templates for Your Business ## [Best Customer Conversation Management Platforms with a Mobile App for B2C ](https:/respond.io/blog/best-customer-conversation-management-platforms-with-a-mobile-app) Mid-market B2C teams managing high conversation volumes on the go risk missed leads and slower responses when their platform treats mobile as an afterthought. This guide compares respond.io, Wati, Freshchat, Trengo, Interakt, Zoko and Sleekflow so you can find the platform your agents can actually work from on mobile. ### What to look for in a mobile app to manage customer conversations Here's what separates a mobile app that enables full agent productivity from one that just handles the basics. These are the criteria this article uses to evaluate each platform. #### Omnichannel access on mobile Agents should be able to manage conversations across WhatsApp, Instagram, email and other channels from their mobile inbox. Otherwise, they're forced to switch devices, resulting in slower response times and potential missed messages. #### Real-time push notifications Notifications should be fast and reliable. Delays directly lead to slower response, missed leads and customers moving to competitors. #### Conversation assignment and team collaboration Agents should be able to easily assign conversations, transfer to teammates for assistance and trigger automations directly from the mobile app. Without this, conversations get stuck, slowing resolution time and hurting customer experience. #### AI assistance for replies and summaries Look for AI-suggested replies, summaries and message drafting. Without it, agents spend more time typing and handle fewer conversations, and response quality may drop. #### Voice note handling The app should support sending, receiving and transcribing voice messages — especially in voice-heavy markets where skipping this means losing key context. #### Performance and reliability at scale Some apps crash or lag when message volumes spike. Instability at scale creates conversation backlogs and lost revenue opportunities. ### Best customer conversation mobile app comparison at a glance The table below compares respond.io, Wati, Freshchat, Trengo, Interakt, Zoko and Sleekflow across best-fit use case, core mobile capabilities and mid-tier pricing — the plan level most growing B2C teams will land on for the features and scale they actually need. | Tool | Best For | Main Uses | Pricing (mid-tier, paid monthly) | | --- | --- | --- | --- | | Respond.io | Omnichannel B2C teams | Omnichannel inbox, AI assistance, VoIP and WhatsApp Business Calling, voice notes, agent assignment | Growth ($199) — 10 users included, additional users at $20/month | | Wati | WhatsApp-first teams | Shared inbox, broadcasts, basic automation | Pro ($119) — 5 users included, additional users at $39/month | | Sleekflow | Teams on social channels | Social messaging inbox, AI message drafting, broadcast tracking, payment links | Premium ($399) — 5 users included, additional users available as an add-on | | Freshchat | Support teams | Ticket assignment, status updates, canned responses | Pro ($49/agent) — per-agent pricing; costs scale directly with team size | | Trengo | Desktop-first support teams | Web-based support inbox (PWA only — no native app) | Pro ($599) — 20 users included, additional users available as an add-on | | Interakt | WhatsApp-first SMBs | Shared inbox, order management, basic assignment | Marketing & Support Hub Growth ($55) — unlimited agents; Sales CRM ($49) — 5 agents included, additional agents at $10/month | | Zoko | Small Shopify businesses | Catalog sharing, order management, payment links via WhatsApp | Elite ($114.99) — 10 agents included; additional agents at $12/month | ### Best customer conversation management platforms with a mobile app: Pros, cons and pricing compared #### Respond.io Respond.io is an AI-powered customer conversation management platform built for growing B2C businesses. Its mobile app is an extension of the web platform, giving agents access to a unified inbox, AI assistance, conversation assignment and contact profiles, all from one mobile app. ![](https://images.ctfassets.net/ph8r57dk1q9w/3JdwToQt2El0chFHXPmy3D/e756d327ba2b5e8e8fbabfe0a58085f9/Customer_Conversation_Management_Mobile___Respond.png) ##### Best for Growing B2C teams managing revenue-critical conversations across multiple channels, where agents need to stay fully responsive on the go. ##### Pros - Core customer-facing features are all accessible on mobile — inbox, conversations and calls — so agents can fully resolve conversations without switching devices. - Supports the widest omnichannel inbox available: WhatsApp, Instagram, TikTok, Messenger, Telegram, LINE, email, VoIP and custom channels, all managed from one mobile app. - Conversation assignment, transfer and closure are all available directly from the mobile app, reducing delays in response and resolution. - Offers VoIP including WhatsApp Business Calling API, recorded and transcribed automatically for better follow-up visibility. - Voice messages can be sent, received and transcribed — useful for processing conversations faster in voice-first markets. - AI Assist, AI prompt and AI summaries reduce typing effort and improve response speed and consistency. - Push notifications are reliable and real-time for new messages across all conversations and channels. - Platform reliability is backed by 99.999% uptime, so agents can manage conversations efficiently even at high volumes. - Human support is available on weekdays; 24/7 AI agent support is available on every plan. ##### Cons - Steeper learning curve — new users need more onboarding time than simpler WhatsApp-only tools. - Manager and admin features (reports, workflow configuration, AI agent setup) are web-only, as they are not required for daily agent tasks on mobile. ##### Pricing Mid-tier starts at their Growth plan ($199, paid monthly), which includes 10 users — additional users are charged at $20/month. For growing teams, the per-user cost stays predictable and transparent as headcount scales. Enterprise plans are available with custom pricing. ##### Customer sentiment Users frequently highlight the reliability of the mobile app and the quality of customer support. - App Store: 4.8/5 (110 reviews) - Google Play: 4.5/5 (285 reviews) #### Wati Wati is a budget-friendly platform focused on WhatsApp. Its mobile app handles the basics such as receiving push notifications, managing conversations and contacts. ![](https://images.ctfassets.net/ph8r57dk1q9w/6aXZ0DfrVcdF9tKQJEXsyt/61459eb18f02b7c3c7d419356cb354fb/Customer_Conversation_Management_Mobile___WATI.png) ##### Best for Small to mid-size businesses that rely on WhatsApp for customer communication. ##### Pros - Manage customer support on the shared team inbox with easy conversation assignment to agents. - Monitor and manage WhatsApp broadcasts from the app directly. - Configure push notifications and basic automation rules from mobile. ##### Cons - Limited to WhatsApp, Instagram and Facebook Messenger — teams expanding beyond these channels will need to migrate to a different platform. - Contact list management is admin-only; agents cannot manage customer profiles. - Wati applies a markup on top of Meta's WhatsApp fees, which adds quickly at high volumes and isn't obvious upfront. - No AI-assisted replies or voice call handling on mobile — every response must be typed manually. ##### Pricing Pro plan starts at $119 (paid monthly) and includes 5 users — additional users are charged at $39/month. Teams that need to scale headcount will see costs rise quickly on top of the per-conversation markup on WhatsApp fees, which means real cost scales faster than the headline tier price suggests. ##### Customer sentiment Positive feedback centres on ease of use; recurring complaints cover limited customer support and platform reliability. - App Store: 2.6/5 (8 reviews) - Google Play: 3.7/5 (823 reviews) #### Sleekflow SleekFlow is an omnichannel messaging platform with a strong focus in Asia. Its mobile app is clean and easy to navigate for teams with steady message volumes, but not when volume spikes. ![](https://images.ctfassets.net/ph8r57dk1q9w/5MhRAXKes9uC3uPYbeVXqy/df5f74b0f93837aea6f4f95a3815bcdc/Customer_Conversation_Management_Mobile___Sleekflow.png) ##### Best for Small businesses with teams on social channels, particularly in Asia. ##### Pros - Covers major channels including WhatsApp, Instagram, LINE, Telegram, WeChat and Viber in one shared inbox. Voice notes supported. - Conversation assignment and customer profile management are accessible on mobile. - Shopping carts and payment links can be created directly from the app to support customers on the go. - Broadcast performance can be monitored and tracked from mobile. - AI features assist with generating and refining messages based on intent and knowledge base. ##### Cons - Key channels missing: WhatsApp Business Calling API and custom channels are not supported. - Some G2 reviewers report platform slowdowns and crashes during periods of high inbound message volume, which can affect inbox visibility and delay conversation handling. ##### Pricing Premium Plan priced at US$399/month, including 1,000 Monthly Active Contacts (MAC) and 5 users. Additional users are available as an add-on. Enterprise pricing is available on request. Note: SleekFlow's pricing varies by region. ##### Customer sentiment Users appreciate the clean UI; common complaints include platform instability and limited channel support. - App Store: 4.3/5 (118 reviews) - Google Play: 3.5/5 (148 reviews) #### Freshchat Freshchat is a customer messaging platform built primarily for support. Its mobile app allows agents to handle tickets and chats on the go. ![](https://images.ctfassets.net/ph8r57dk1q9w/5t5A1yRT0c42sRfQWiVaBP/48b08a85f4d1e05b859ca85bfff7163d/Customer_Conversation_Management_Mobile___Freshchat.png) ##### Best for Support teams managing tickets, particularly those integrated with other Freshworks tools like Freshdesk or Freshsales. ##### Pros - Native integration with Freshworks tools — agents can access customer context from Freshdesk or Freshsales directly within the mobile inbox. - Solid mobile inbox: ticket assignment, status updates and canned responses all work smoothly. - Core channels including WhatsApp, Instagram and email are well supported. ##### Cons - TikTok and call handling are absent — calls require a separate Freshcaller app, fragmenting the agent workflow. - Push notifications are inconsistent and unreliable — messages may be delayed or missed, directly impacting response times for agents relying on mobile. ##### Pricing Pro plan starts at $49/month per agent. The per-agent model means costs scale linearly with every hire — a 10-person team already costs $490/month before AI session overages, which are billed at $49 per 100 additional sessions. ##### Customer sentiment Praised for its clean mobile inbox; users flag app instability and notification issues. - App Store: 3.6/5 (51 reviews) - Google Play: 4.6/5 (1.44k reviews) #### Trengo Trengo is an omnichannel customer communication platform for everyday support tasks. As of 2025, Trengo no longer offers a native mobile app. It has been replaced by a progressive web app (PWA), meaning agents access it through a mobile browser rather than a downloaded app. ##### Best for Teams managing customer support from their desktop. Not suited for agents who need to work primarily from mobile. ##### Pros No native mobile app pros to list. Browser-based access is slower to load, cannot match native push notification reliability, and has no offline fallback. ##### Cons - No native mobile app. Agents must access Trengo via a mobile browser — slower to load, weaker notifications and dependent on a stable internet connection with no offline fallback. - UX/UI through a mobile browser is materially worse than a native app experience. - Broadcasting, voice and user add-ons are charged separately on top of an already high base price. ##### Pricing Pro plan begins at $599 (paid monthly) and includes 20 users — generous for larger teams, but the base price is already high before add-ons. Broadcasting, voice and additional users are each charged separately, so growing teams will see the bill climb well above the headline tier as they activate more of the platform. ##### Customer sentiment Users appreciate the channel variety and clean interface on the web app. Recurring complaints cover app instability and limited support availability. No App Store or Google Play rating available — Trengo has no native mobile app. - G2: 4.3/5 (245 reviews) - Capterra: 4.1/5 (26 reviews) #### Interakt Interakt is a WhatsApp-first CRM for small businesses. Its mobile app gives agents access to the shared inbox, basic conversation management and broadcast sending. ![](https://images.ctfassets.net/ph8r57dk1q9w/2t59YQN4GgsUrZwpw5BBAj/22367e6a679acfd1fa407b3ef2fa46a7/Customer_Conversation_Management_Mobile___Interakt.png) ##### Best for Small businesses focused on affordable WhatsApp and Instagram messaging for customer service and sales. ##### Pros - Covers essential features for WhatsApp-based operations including notifications, assignment and inbox management. - Shopify integration lets agents see and respond to WhatsApp orders from mobile as they come in. ##### Cons - Only WhatsApp and Instagram are supported — any growth beyond those channels requires migrating to a different platform entirely. - Customer support is inconsistent and can be slow, making it difficult to resolve issues when agents rely on the app as their primary workspace. - No AI tools on mobile or desktop — agents must type every response manually. ##### Pricing Two-tiered plan types. "Marketing & Support Hub" Growth plan at $55/month (paid monthly) includes unlimited agents, making it easy to onboard a growing support team without seat costs. "Sales CRM" Starter plan at $49/month includes 5 agents at $10/month per additional agent. Both plans are affordable at low volumes, but the single-channel constraint means teams that outgrow WhatsApp will need to migrate to a different platform entirely — resetting onboarding, workflows and costs. ##### Customer sentiment Users value WhatsApp feature coverage; negative feedback points to poor platform performance. - App Store: 3.4/5 (12 reviews) - Google Play: 4.1/5 (1.6k reviews) #### Zoko Zoko is built for Shopify businesses driving sales via WhatsApp, with a simple mobile inbox for catalog sharing and order management. ![](https://images.ctfassets.net/ph8r57dk1q9w/1N1PvqezmkmJ1RKkz2K3KZ/a175ed79c64d20cda6480f43b4696df7/Customer_Conversation_Management_Mobile___Zoko.png) ##### Best for Small Shopify businesses wanting to drive sales via WhatsApp. ##### Pros - Shared team inbox with conversations divided by status and channel. - Basic agent assignment and routing available. - Agents can share product catalogs and send payment links directly from WhatsApp conversations on mobile, with push notifications for new customer messages. ##### Cons - Limited to WhatsApp, Instagram and Facebook Messenger — any business managing conversations across multiple channels will outgrow Zoko almost immediately. - No AI tools on mobile or desktop — agents must type all responses manually with no smart suggestions, draft support or conversation summaries. - Pricing on some tiers includes a fair use limit and additional per-conversation fees, which means real costs scale faster than the headline price suggests. ##### Pricing The mid-tier Elite plan starts at $114.99/month (paid monthly) and includes 10 agents; additional agents are $12/month each. For growing teams, agent costs are manageable, but the per-conversation fair use limits mean that as volume scales, overage charges kick in — making the real cost harder to predict as the business grows. ##### Customer sentiment Rating not yet available. No App Store or Google Play reviews are publicly available for Zoko's mobile app. The mobile experience cannot be validated through user feedback at this stage. ### Verdict: Which platform offers the best mobile experience for customer conversations? The best mobile experience depends on how your team actually works. Here's the breakdown by use case. - Best for omnichannel B2C teams managing high conversation volumes on mobile: respond.io. The depth of mobile functionality — AI assistance, voice note and call handling, access to multiple channels from one app, and 99.999% uptime — makes it the strongest option for teams where mobile is a primary workspace. - Best for support teams on social messaging: Freshchat or Sleekflow. Both cover the essentials for support workflows. Watch for app instability at scale with Sleekflow, and unreliable push notifications with Freshchat. - Best for WhatsApp-focused teams at lower volumes: Wati, Interakt or Zoko. Clean, functional mobile apps for small teams whose entire operation runs on WhatsApp. Budget-friendly, but limited in channel scope — growth beyond WhatsApp means migrating to a different platform. - Respond.io is not the right fit if: your team runs a single channel at low volume, you don't need AI assistance or multi-channel capability, and you're looking for a lightweight, low-cost inbox. Simpler WhatsApp-only tools will be a better fit at that scale. For growing mid-market B2C businesses managing customer conversations across channels on the go, respond.io is the clear choice. It brings omnichannel messaging, AI assistance, enterprise-grade reliability and high platform uptime into one platform — and its mobile app is built for the agents who need to use it all day. Ready to manage customer conversations on the go? [Start your free trial](https://respond.io) or book a demo to see respond.io's mobile app in action. ## [Best Customer Messaging Platform: Compare Top Options (2026)](https:/respond.io/blog/customer-messaging-platform) Compare customer messaging platforms for B2C teams—Respond.io, Intercom, Zendesk messaging, Freshchat, Drift and Front—to capture and convert more chats. Are you looking for a customer messaging platform that drives revenue? Today’s best platforms help marketing capture leads, sales close faster and service teams turn one-time buyers into repeat customers. Choosing the wrong customer messaging platform can cost you leads, slow down response times and create broken context across channels—this page helps you evaluate what to prioritize before you shortlist vendors. If you're a B2C team running high volumes of customer conversations across WhatsApp and social messaging, our evaluation framework below will help you shortlist the right platform. You'll also see how leading platforms compare across the same criteria so you can choose based on operational fit, not feature checklists. ### What is a customer messaging platform? A customer messaging platform is software that lets businesses communicate with customers across multiple channels—messaging apps, live chat, email and voice—from one place. Teams use it to respond to inbound inquiries, send proactive outreach, qualify leads, route conversations and track performance. The platform consolidates all conversations into a shared inbox, giving every agent full context. This allows faster responses, consistent service and a complete view of how customers interact with the business across their lifecycle. ### Why look for a customer messaging platform alternative? Teams usually start looking for an alternative when their current setup creates channel gaps, fragmented customer identity or rising operating costs. Common triggers include weak WhatsApp or social messaging support, separate inboxes that break context across channels, pricing that rises too quickly with seats or AI usage, limited routing and automation during peak volume, and reporting that makes it hard to track conversation outcomes across the lifecycle. ### How does customer messaging software work? Most customer messaging platforms work by connecting to channel APIs—such as the WhatsApp Business API, Instagram Graph API or Facebook Messenger API—and routing all inbound messages into a unified inbox. Agents and automation then handle these conversations from a single interface. Automation layers include rule-based routing (sending conversations to the right team or agent based on channel, intent or segment), AI Agents for qualifying leads and handling common questions, and workflow builders that trigger actions like CRM updates, notifications or follow-up messages. The platform also stores contact history, so when a customer moves from Instagram to WhatsApp or escalates from a bot to a human, the agent sees the full conversation thread. This prevents repeated questions and supports more personalized service. ### Benefits of using a customer messaging platform Customer messaging platforms deliver measurable impact across the business. - Faster lead response. All inbound messages land in one inbox, so agents respond in minutes rather than checking multiple apps. Research shows that responding within five minutes is 21 times more likely to qualify a lead than waiting 30 minutes. - Higher conversion rates. AI Agents qualify leads, update CRM records and route high-intent conversations to sales before the prospect loses interest. Automation keeps the pipeline moving after hours and during campaign peaks. - Reduced agent workload. Automation handles repetitive inquiries and routing. Agents focus on conversations that require judgment, relationship-building or deal closing. - Consistent customer experience. Customers do not have to repeat themselves when switching channels. Agents see full context from every previous interaction, which increases satisfaction and loyalty. - Better visibility for managers. Shared inboxes, real-time monitoring and reporting dashboards show response times, resolution rates and conversion metrics by channel and agent. This makes coaching and optimization data-driven. ### Criteria to look for in a customer messaging platform Not all customer messaging platforms are built the same. Use these criteria to evaluate customer messaging platforms side by side—so you can predict channel coverage, automation behavior and scaling costs before you commit: #### Omnichannel support for seamless customer engagement The platform should support every channel your customers use, including WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email. This ensures you can capture leads, follow up and close sales wherever conversations start. #### Omnichannel vs multichannel: what actually matters Multichannel means being present on multiple channels. Omnichannel means those channels share a unified contact record and conversation history. The distinction matters for revenue: a customer who starts on Instagram and moves to WhatsApp should not have to re-introduce themselves. Agents should see the full journey, regardless of which channel each message came through. When evaluating platforms, check whether contact history merges across channels automatically or requires manual work. Platforms that treat each channel as a separate inbox create data silos that slow teams down and frustrate customers. #### Cross-channel contact recognition for enhanced omnichannel experience The platform should merge contact profiles automatically when the same customer reaches out from different channels. Without this, teams end up with duplicate records, fragmented conversation history and inconsistent follow-up. This may directly affects conversion, upsell and repeat purchase revenue. Unified profiles, lifecycle stages and prior conversation history let teams send relevant follow-ups, recommend the right next action and keep sales and support aligned across messaging channels, email and voice. When evaluating platforms, check whether agents can see one profile, one timeline and one current lifecycle stage for each customer. That makes segmentation cleaner, CRM sync more reliable and every follow-up more relevant. #### Shared inbox and collaboration across teams The platform should do more than collect every message in one workspace. Buyers should check whether each conversation has clear ownership, whether managers can reassign it quickly and whether teams can see who is handling it at any moment. That prevents duplicate replies, missed follow-up and long delays when demand spikes. Strong collaboration features should also preserve context during handoffs. Internal comments, shared drafts and visible handoff notes let sales, marketing and support coordinate without making the customer repeat themselves. Collision prevention matters too: when two agents reply at once, the team risks sending conflicting answers or discount terms. The best platforms keep one customer thread, one owner and one internal record of what needs to happen next. #### Advanced automation to streamline processes AI Agents should do more than answer basic questions. Buyers should test whether they can qualify leads, update lifecycle stages, route by intent, escalate high-value opportunities and generate a clear summary for the next agent. If the platform only offers simple triggers or scripted replies, the team will still spend time fixing handoffs and filling in missing context. Human handoff design matters as much as automation depth. When AI Agents pass a conversation to a person, the agent should see the customer history, captured details, current lifecycle stage and a summary of what already happened. That keeps sales and support moving without making the customer repeat themselves. Cost predictability should be part of the evaluation, not an afterthought. Buyers should check whether AI usage is bundled into the plan, tied to seats, charged per resolution or aligned to Monthly Active Contacts. The best fit is the model that lets automation absorb peak volume without making every successful conversation more expensive. #### Lead capture, qualification and conversion tools The platform should help teams capture leads from ads, social content and messaging channels, qualify them automatically and route high-intent buyers to the right agent. Integration with CRM systems should be bidirectional so that contact data, deal stages and conversation notes stay consistent in both platforms. #### Flexible integration with existing software stack The platform should connect to the tools the team already uses, but buyers should test more than whether an integration exists. The practical check is whether contact records, conversation history, lifecycle stages and ownership stay in sync between messaging and the customer relationship management system without manual cleanup. Native integrations are usually more reliable for high-volume revenue operations because they reduce connector fees, failure points and support gaps. Buyers should verify bidirectional sync, automatic conversation logging, lifecycle-stage updates and whether agents can hand off a qualified lead without re-entering notes or reassigning ownership in two systems. If conversations live in one tool and the sales record lives in another, follow-up slows down and context gets lost at the handoff. Integration quality affects revenue execution, not just technical convenience. #### Multichannel broadcast with broadcast analytics The platform should support targeted broadcasts across the channels that matter, but leaders should judge reporting on more than campaign activity. The useful view combines delivery, open, reply and conversion data with operational metrics such as first response time, qualification rate, handoff rate and conversion by channel or campaign. Buyers should also check whether the platform surfaces repeat contacts, reopened conversations and the actual conversation threads behind the dashboard. Those signals show whether issues are truly resolved, whether routing is working and whether messaging is driving revenue and retention rather than just generating more activity. #### Robust customer messaging platform stability for messaging at scale High-volume messaging operations need a platform that handles campaign spikes, seasonal peaks and growing contact bases without degraded performance. Check uptime history, rate limit handling and whether the platform maintains context and routing accuracy under load. As you compare vendors, note that some options are in-app messaging suites like Intercom, some are support-ticketing suites with messaging like Zendesk messaging, some are SMB live chat tools like Freshchat, some are website pipeline tools like Drift, and some are email-first collaboration inboxes like Front—these are adjacent categories to a customer conversation management platform. ### Customer messaging platform: Using respond.io as a customer messaging software Respond.io is a customer conversation management platform with omnichannel messaging, routing and automation for high-volume B2C customer conversations. It brings WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email into one workspace so teams can capture leads, close sales and retain customers from a single inbox. #### Send greeting and away messages Automatically reply to every new conversation with a greeting message that acknowledges the customer and sets expectations. Outside business hours, away messages keep leads warm until agents are available. #### Set up an automated FAQ menu Build automated menus that handle the most common inbound questions—pricing, availability, hours, return policies—without agent involvement. This reduces repetitive workload and keeps customers moving toward a decision faster. #### Send pre-chat surveys to collect customer information Collect name, contact details, inquiry type and other qualifying information before routing a conversation to an agent. This reduces time spent on basic information gathering and gives agents immediate context. #### Automatically route and assign conversations correctly Route conversations to the right team or agent based on channel, language, inquiry type, lifecycle stage or customer segment. Automated assignment rules ensure no conversation is missed and reduce the time between first contact and first human response. #### Execute complex manual tasks with a click Shortcuts let agents trigger multi-step workflows from within a conversation—creating a deal in the CRM, sending a follow-up template, escalating to a supervisor or tagging a contact—without leaving the inbox. #### Use advanced reporting to monitor agents and conversations Track first response time, resolution time, handoff rates and conversion metrics by channel and agent. The supervisor dashboard gives managers a real-time view of open conversations, agent availability and workload distribution so they can intervene early when issues arise. That said, respond.io is not the right fit if your main need is in-app product onboarding and tours inside a SaaS product, where Intercom is typically stronger, or if you mainly need shared email collaboration without deep messaging-app support, where Front may be a better fit. ### Comparison table: Top customer messaging platforms Use this comparison to build a shortlist. Then evaluate each option using the five-point framework below: best for, pros, cons, pricing and customer sentiment. | Platform | Best For | Key Channels | Automation & AI | Pricing Model | | --- | --- | --- | --- | --- | | Respond.io | B2C teams selling and supporting across messaging channels | WhatsApp, Instagram, Messenger, TikTok, Telegram, Viber, LINE, WeChat, Email, Voice | AI Agents, workflow builder, lifecycle routing, CRM sync | Monthly Active Contacts (MAC) | | Intercom | SaaS companies with in-app support and onboarding | Web Chat, Email, WhatsApp, SMS | Fin AI chatbot, automation rules | Per seat + resolution-based AI | | Zendesk Suite | Enterprise support teams with complex ticketing needs | Email, Chat, Voice, WhatsApp, Social | Answer Bot, routing automation | Per agent/month | | Freshchat | SMBs needing affordable messaging with basic automation | Web Chat, WhatsApp, Instagram, Email | Freddy AI, flow builder | Per agent/month, free plan available | | Drift | B2B sales teams focused on website pipeline | Web Chat, Email | Conversational AI, meeting booking | Per seat, custom pricing | | Front | Teams managing shared email inboxes with collaboration features | Email, Chat, SMS, Social | Rule-based automation, basic AI drafting | Per seat/month | Review each option below using the same structure so you can compare operational fit, tradeoffs and cost behavior consistently across vendors. #### Respond.io **Best for:** Growing B2C teams that need one platform for sales, marketing and support conversations across messaging channels. **Pros:** Broad channel coverage including WhatsApp, Instagram, TikTok, LINE and WeChat. AI Agents for qualification and routing. Lifecycle-based automation. MAC pricing that scales with contact volume rather than headcount. **Cons:** Best suited for teams with a clear messaging-led revenue motion. Less ideal for businesses that primarily sell through website forms or outbound email sequences. **Pricing:** Starter $99/month, Growth $199/month, Advanced $349/month, Enterprise custom. Based on Monthly Active Contacts (MAC). 7-day free trial available. **G2 Rating:** 4.8/5 **Capterra Rating:** 4.6/5 **Customer sentiment:** Buyers typically highlight the ability to manage WhatsApp and other messaging channels in one place, reduce manual routing work and keep context intact across channel switches. #### Intercom **Best for:** SaaS and tech companies that need in-app messaging, onboarding flows and AI-powered support. **Pros:** Strong product tour and onboarding tools. Fin AI chatbot handles a wide range of support queries. Well-integrated with web and in-app surfaces. **Cons:** Primarily built for web and in-app conversations. Limited support for messaging apps like WhatsApp, Telegram or LINE. Costs can rise quickly with resolution-based AI pricing. **Pricing:** Pricing: Essential starts at ~$39/seat/month, with Fin AI charged per resolution on top of seat fees. Total cost depends on team size and AI resolution volume. **G2 Rating:** 4.5/5 **Capterra Rating:** 4.5/5 **Customer sentiment:** Users value the clean UI and onboarding capabilities. Scaling costs and limited messaging-app coverage are common friction points for teams outside SaaS. #### Zendesk messaging **Best for:** Support-heavy teams already using Zendesk Suite for ticketing. **Pros:** Deep ticketing and reporting capabilities. Broad channel coverage via the full Zendesk Suite. Strong enterprise feature set. **Cons:** Complex setup and high per-agent costs. Built around a support-first workflow rather than proactive sales or lifecycle-driven messaging. **Pricing:** Full Zendesk Suite starts at ~$55/agent/month. Cost scales with the number of agents, and higher tiers add more suite features. **G2 Rating:** 4.3/5 **Capterra Rating:** 4.4/5 **Customer sentiment:** Valued for its enterprise reliability and reporting depth. Commonly cited friction: complex configuration and cost at scale. #### Freshchat **Best for:** Small to mid-sized businesses that want affordable messaging with basic AI capabilities. **Pros:** Competitive pricing including a free plan. Integrates with Freshdesk for a combined support stack. Freddy AI covers basic query handling. **Cons:** Limited channel coverage compared to messaging-first platforms. AI capabilities less mature for qualification and lifecycle routing. **Pricing:** Free plan available. Growth starts at ~$19/agent/month, with cost scaling by the number of agents. **G2 Rating:** 4.4/5 **Capterra Rating:** 4.2/5 **Customer sentiment:** Appreciated for affordability and Freshdesk integration. Less suitable for high-volume messaging operations or WhatsApp-heavy B2C workflows. #### Drift **Best for:** B2B sales teams focused on capturing and qualifying website visitors. **Pros:** Strong account-based targeting and meeting booking. Good fit for outbound-heavy B2B sales motions where most conversations start on the website. **Cons:** Primarily a website chat tool. Limited support for messaging apps. Not designed for high-volume inbound B2C operations. **Pricing:** Custom pricing, with entry-level plans starting at ~$2,500/month for larger teams. **G2 Rating:** 4.4/5 **Capterra Rating:** 4.4/5 **Customer sentiment:** Praised for B2B lead capture. Common concerns: high cost and limited applicability outside website-based B2B pipelines. #### Front **Best for:** Teams that collaborate heavily on shared email inboxes and need strong internal commenting and assignment features. **Pros:** Excellent collaboration features: internal notes, shared drafts, assignment rules. Good for teams where multiple people co-own customer relationships. **Cons:** Email-first design. Messaging app support is limited compared to platforms built for WhatsApp-led workflows. Less suited for high-volume B2C inbound. **Pricing:** Starter at ~$19/seat/month, with cost scaling by the number of seats. **G2 Rating:** 4.7/5 **Capterra Rating:** 4.5/5 **Customer sentiment:** Well-regarded for email collaboration. Less suitable for businesses where messaging apps are the primary customer channel. ### Which type of customer messaging platform fits your business? The best customer messaging platform is the one that matches your primary use case—sales-led, support-led or blended—and your channel mix, because that determines routing complexity, automation needs and scaling cost. Here is a practical framework for matching platform type to your revenue motion. #### Sales-led teams Sales-led teams need fast lead response, AI qualification and clean handoffs to reps. They prioritize platforms with AI Agents that can qualify leads and update CRM records, routing rules that get high-intent buyers to the right agent quickly, and visibility into which channels and campaigns generate the most qualified conversations. respond.io fits here because it handles high-volume inbound from WhatsApp, Instagram and other messaging channels with AI Agents, lifecycle routing and CRM sync built in. #### Support-led teams Support-led teams need fast resolution, clear escalation paths and reporting on service quality. They prioritize platforms with shared inboxes that keep agent workloads visible, automation that handles FAQs and routes complex issues to specialists, and dashboards showing first response time, resolution time and customer satisfaction. respond.io supports this motion with AI Agents for FAQ handling, supervisor dashboards for real-time monitoring and CSAT surveys to measure satisfaction at the end of each conversation. #### Blended teams Blended teams handle both sales and support from the same workspace. They need a platform that can route sales inquiries to reps and support issues to service agents without losing context, manage lifecycle stages across the full customer journey and give managers visibility into both functions in one place. Respond.io is built for this model because its conversation history, routing logic and lifecycle tracking support both revenue and service workflows from the same workspace. The most common shortlist decisions usually come down to four scenarios: 1. For WhatsApp-led inbound sales, the right fit is a platform built around messaging channels, AI Agents and fast routing so leads from ads, social and referrals reach the right rep without delay. The wrong fit usually slows first response, fragments ownership and leaves high-intent conversations sitting in a queue. 2. For blended sales and support in one workspace, the right fit is a platform that keeps one conversation history, one owner and shared visibility across the full customer lifecycle. respond.io is usually the strongest fit when a B2C team wants both outcomes in the same system because it is a customer conversation management platform built for WhatsApp and other key messaging, social, voice and email channels, with AI Agents that qualify leads, update lifecycle stages, route by intent and generate summaries for handovers. 3. For after-hours lead qualification, buyers should prioritize platforms that can collect details, answer routine questions and escalate high-value opportunities without losing context by morning. The wrong model creates a dead zone outside business hours, which means slower follow-up and lower conversion from paid campaigns. 4. For enterprise-grade ticketing, the better fit is usually a platform designed around deep case management, heavy admin control and complex internal system requirements rather than fast messaging-led revenue conversations. Choosing that model too early can also add setup time, admin overhead and cost that a B2C team does not need. ### How pricing models affect ROI The pricing model you choose affects how costs scale as your business grows. The main models are: - Per seat: Fixed cost per agent. Predictable but rises linearly with headcount. - Per conversation or per message: Low cost at low volume but harder to forecast during campaigns or seasonal peaks. - Per resolution: Charges only when a conversation reaches a defined outcome. Definitions vary and costs can climb as automation handles more complex interactions. - Monthly Active Contacts (MAC): Costs align with active audience size, not headcount or message volume. This is often easier for messaging-led B2C teams to forecast as contact volume rises across WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, email and voice. Budgeting should go beyond subscription price. Buyers should also model onboarding, data migration, CRM integration work, channel fees, retraining and any temporary staffing needed during rollout or peak periods. To find the model that delivers the best ROI, model costs at your current volume and at 2–3x growth. A free trial lowers the commitment risk, but the better test is whether the platform can go live without creating months of cleanup work. To compare total cost of ownership, estimate spend at current volume and at expected growth, then pressure-test how each pricing model behaves when contact volume spikes but team size does not. ### When to choose a mid-market platform vs an enterprise suite Mid-market platforms like respond.io are designed to get teams live quickly with pre-built integrations, guided setup and flexible pricing that scales with usage. They are a strong fit when the primary revenue driver is messaging-led conversations, the team needs speed-to-value and the conversation volume does not require custom infrastructure. Enterprise suites like Zendesk or Salesforce Service Cloud offer deeper customization, enterprise security controls and tighter integration with large tech stacks. They are the right choice when compliance requirements are strict, the IT team needs full control over data residency or the platform must integrate with dozens of internal systems. The decision usually comes down to how fast you need to see results and how much of the platform you will actually use. A powerful enterprise suite that takes six months to configure delivers less near-term ROI than a mid-market platform that is live in two weeks and generating qualified conversations from day one. For this reason, buyers should ask four practical questions before signing. 1. How long does launch usually take for the channels and workflows they need today? 2. What onboarding support is included for setup, training and change management? 3. How much admin work will the team need to maintain integrations and routing rules after go-live? 4. How quickly can new agents become productive without heavy retraining? Those questions matter because delayed implementation pushes back faster lead response, conversion gains and better retention. The right platform is not the one with the longest feature list. It is the one the team can launch, adopt and scale without slowing down revenue conversations. ### Which customer messaging platform should you choose? The right platform comes down to where your conversations happen and what needs to happen once they arrive. Teams handling high-volume B2C conversations across messaging apps, social, email and voice need automation, routing and shared context working together in one place, and that is where respond.io fits. Each of the other platforms leads in a specific scenario. Intercom is the stronger option for in-app messaging, onboarding and SaaS support workflows. Zendesk messaging suits teams already running a ticketing-heavy support operation that needs enterprise controls. Freshchat works as a lower-cost SMB choice when chat automation can stay simple. Drift is built for qualifying website visitors into a B2B sales pipeline. Front is the better match when shared email collaboration matters more than deep messaging-app support. If your revenue depends on conversations at scale, book a demo with respond.io to see how it handles your needs today. ### Further reading Did you find this article useful? If so, here are some other quick reads that might interest you: - Omnichannel Communication Platform: All You Need to Know - WhatsApp Automation: How to Do It, Use Cases & 6 Examples - Conversational Sales Platform: A Quick Guide to Conversational Selling ## [Best Facebook AI Agents & Chatbots (2026): Top 10 Solutions](https:/respond.io/blog/best-facebook-chatbots) Compare 10 Facebook AI agents/chatbots for sales & support teams. Pros, cons and pricing at scale—Respond.io is best for high-volume Messenger automation. With over [3 billion monthly active users](https://www.demandsage.com/facebook-statistics/#:~:text=3.07%20billion%20Facebook%20monthly%20active%20users%20(MAUs)%20exist%20worldwide.), Facebook Messenger remains one of the most important channels for customer conversations. For businesses, it’s a direct, high-intent touchpoint where prospects ask questions, [request support](https://respond.io/blog/facebook-support) and make purchase decisions in real time. In other words, selecting the right Facebook AI Agent/chatbot determines whether Messenger turns into a reliable revenue and support channel or a constant backlog. Facebook chatbots help teams scale these conversations efficiently—but not all platforms are built the same. Some focus on marketing automation, others specialize in AI-driven replies, while a smaller group supports enterprise-level workflows, reporting and omnichannel operations. Pick the wrong platform and you'll pay twice—first in subscription add-ons, then in missed leads and slower conversions when agents can't keep up. Choosing the right one depends on whether you're a B2C team running always-on sales and support in Messenger, often driven by ads, and need automation that holds up under volume and how complex or high-volume your [Messenger conversations](https://respond.io/blog/facebook-business-chat) are. ### What are Facebook chatbots? A Facebook chatbot is an automated third-party assistant that responds to messages sent to your business via Messenger. Businesses use it to handle common inquiries, collect lead information, qualify intent, route conversations and pass chats to human agents when needed—all within Messenger. Instead of relying on manual replies, [chatbots let businesses deliver fast, consistent responses](https://respond.io/blog/best-ai-chatbot-for-customer-service) at scale, even during peak traffic or outside business hours. Next, let’s look at an example of how they work. ### Why look for a Facebook chatbot or alternative? Businesses usually start looking for a better Facebook chatbot when response times slip, ad-driven leads go cold or teams have to triage Messenger conversations manually. Common triggers include weak handover and routing, limited AI accuracy on free-text questions, rising seat or usage costs as volume grows, and reporting that makes it hard to prove conversion impact. If Messenger is becoming a serious sales or support channel, the right platform should reduce operational friction instead of adding more of it. ### How do Facebook chatbots work? Most platforms follow a similar Messenger flow; the buying decision comes down to how well they handle routing, AI accuracy and costs as volume grows. It looks something like this: 1. A customer messages your business on Facebook Messenger after engaging with an entry point — aclick to chat ad, a website widget or even a QR code. 2. The chatbot handles the first interaction with the customer. Depending on your business objectives, this is the stage where you ask qualification questions, answer FAQs and update your CRM or data bank with customer information. 3. While the conversation may end there, there are times when a human agent has to step in to close a sale or handle a complex case. In these scenarios, the chatbot can route the conversation to the right agent. While this flow looks similar across most tools, not all Facebook chatbots work the same way under the hood. ### AI Facebook chatbots vs traditional chatbots ![](https://images.ctfassets.net/ph8r57dk1q9w/EJvJTqqS73e6iQRIPZX9D/81c4d8f416970560b9015ca803724012/WhatsApp_Chatbot_for_Healthcare_-_Image_1.png) Businesses use different types of Facebook Messenger chatbots depending on how much automation, flexibility and scale they need. Broadly, there are two main types of Facebook chatbots. #### Traditional Facebook chatbots (rule-based) Traditional Facebook chatbots are rule-based or scripted bots that follow predefined flows. They work like interactive menus or automated receptionists inside Messenger. ##### What they do - Use fixed logic such as buttons, menus, keywords or simple yes/no paths. - Handle predictable, high-volume tasks like FAQs, opening hours, pricing, delivery info or basic lead capture. - Offer controlled responses, making them easy to manage and low risk. - Perform best in structured scenarios where user inputs don’t vary much. ##### When to use them Traditional chatbots are ideal if your Messenger use cases are simple and repetitive. They’re often the first step for businesses starting with Facebook automation because they’re easy to set up and deliver fast wins without complexity. #### AI Facebook chatbots (AI Agents) AI Facebook chatbots — [often called AI Agents](https://respond.io/ai-agents) — use natural language understanding to interpret free-text messages, identify intent and generate contextual replies. Instead of forcing users into menus, they allow customers to type naturally. ##### What they do - Understand unstructured messages written in natural language. - Answer questions using knowledge sources like documents or webpages. - Support more complex workflows, such as qualification, follow-ups and dynamic routing. Tag contacts automatically based on conversation intent for reliable segmentation. - Handle conversations 24/7 at scale, even during high traffic from ads or campaigns. Recognize when a conversation starts from a click-to-chat ad and receive campaign metadata like ad set and ad name for campaign-aware qualification and routing. - Improve customer experience by reducing friction and response delays. ##### When to use them AI chatbots are best when customer questions vary widely, when speed matters, or when Messenger is a core sales or support channel. They function more like a virtual assistant than a static menu. #### Traditional chatbots vs AI Facebook chatbots | | Traditional chatbot | AI Agent | | --- | --- | --- | | Input handling | Buttons, menus, predefined flows | Free-text, natural language | | Flexibility | Limited to scripted paths | Adapts to varied questions | | Best for | FAQs, simple routing, static info | Qualification, complex inquiries, dynamic flows | | Scalability | Good for simple volume | Excellent for large, unpredictable volume | | Setup effort | Simple | Requires knowledge sources & testing | Understanding the differences is useful, but the key decision is whether you need a rule-based flow for predictable FAQs or an AI Agent that can handle free-text questions and route or act at scale. #### Which type of Facebook chatbot should I use? In practice, many businesses use a hybrid approach: - A traditional chatbot handles routine tasks like FAQs and basic routing. - An AI Agent steps in when users ask open-ended questions or need personalized responses. That said, you don’t have to use both. Simple rule-based bots work well for lightweight use cases, while AI chatbots are better suited when Messenger is a major sales, support or revenue channel. Once you’ve decided the level of automation you need, the next question is *why* businesses invest in Facebook chatbots in the first place—and what value they deliver. ### 5 Benefits of Facebook chatbots ![](https://images.ctfassets.net/ph8r57dk1q9w/4TJPTsBe6BieUVZUeByKPa/1a808370835317e6ac651e20c6b89056/Practical_Guide___Best_Facebook_Chatbots_-_Image_4.png) Facebook chatbots help businesses manage Messenger conversations more efficiently while improving customer experience and conversion rates. #### 1\. Instant replies on a channel customers already use Messenger chatbots respond instantly, 24/7. Customers don’t need to download apps or fill forms — they simply message your Facebook Page and get answers immediately. This reduces drop-offs and improves satisfaction, especially for ad-driven traffic. #### 2\. Increase lead conversion from Facebook ads When connected to click-to-Messenger ads, chatbots can: - Respond instantly to ad leads - Qualify prospects automatically - Route high-intent leads to sales teams - Send conversion data back to Meta (via CAPI) Faster responses and better attribution lead to higher-quality leads and lower cost per conversion. AI Agents can also receive ad campaign metadata automatically, enabling campaign-aware qualification and routing from the first message. #### 3\. Provide consistent, on-brand responses Chatbots follow predefined logic or trained knowledge sources, so customers receive accurate, consistent information every time—regardless of agent availability or workload. This helps maintain a reliable brand experience at scale. #### 4\. Support customers outside business hours With chatbots handling Messenger conversations after hours, businesses avoid overnight backlogs and missed opportunities. Customers receive immediate answers, even on weekends and holidays. #### 5\. Reduce operational costs By automating routine conversations, businesses reduce: - Manual reply time - Agent workload - Cost per support interaction Once you understand the value Facebook chatbots deliver, the next step is choosing the right platform. ### Top 10 best Facebook AI agents & chatbots for businesses in 2026 Not all chatbots are built for the same goals—some focus on marketing and lead generation, others on customer support, while a few are designed for enterprise-scale automation. Below is a quick comparison before we dive into details. | Platform | Positioning | Best for | | --- | --- | --- | | Respond.io | Customer conversation management platform with Facebook Messenger AI Agents, automation and cross-channel workflows for high-volume conversations. | Mid-size & enterprise teams automating Messenger sales and support at scale across WhatsApp, Instagram, email and more. | | Intercom | Support-first platform using Messenger chatbots mainly for AI-assisted customer service and ticket deflection. | Large support teams that want AI-assisted replies, routing and a unified support workspace. | | Kommo | Sales-focused CRM where Facebook Messenger chatbots support lead capture and pipeline automation. | Small to mid-sized sales teams using Messenger to capture leads and track deals in a simple CRM. | | ManyChat | Marketing-focused Messenger chatbot builder designed for campaigns, broadcasts and funnels. | SMBs, creators and ecommerce brands running Facebook and Instagram marketing automation. | | Zendesk | Helpdesk ecosystem using Facebook chatbots for support automation and case routing. | Support teams managing Messenger alongside tickets and other service channels. | | Chatfuel | Messenger-first chatbot builder for quick setup and basic automation. | Businesses needing simple Facebook chatbot flows for FAQs, lead capture and promotions. | | Pancake | Social commerce inbox where Facebook chatbots support catalog sales and chat-to-order flows. | Small social sellers handling product inquiries and orders on Messenger. | | Freshchat | Support-focused messaging platform using Facebook bots for FAQ deflection and routing. | Customer support teams needing Messenger automation tied to a helpdesk workflow. | | Zenvia | LATAM-focused messaging and support platform with Facebook chatbot capabilities. | LATAM businesses automating Messenger support with WhatsApp, SMS and email. | | Trengo | Shared inbox tool where Facebook chatbots provide basic FAQ automation and routing. | Teams needing a simple multichannel inbox with light Messenger automation. | | SleekFlow | Commerce-oriented messaging platform combining Facebook chatbots with sales and support workflows. | Retail and social commerce teams managing Messenger conversations across channels. | #### Respond.io ![](https://images.ctfassets.net/ph8r57dk1q9w/sb7r1qr3GyDHUb7oVda2z/58a8b3623530568b8def0e3552026f0a/respondio__1___1_.jpeg) Respond.io is a customer conversation management platform with Facebook Messenger AI Agents and automation for handling high-volume conversations across channels. ##### Best for: B2C teams that need to unify Messenger, WhatsApp, TikTok, Instagram, SMS, e-mail, web chat and calls into one platform and automate sales/support workflows at scale. Compared with marketing-first builders like ManyChat, respond.io is designed for operational routing at scale, so teams can automatically assign, tag and move conversations through lifecycle stages instead of manually triaging inbox spikes. ##### Pros - Meta verified partner - Advanced AI Agents that answer FAQs, route contacts, trigger workflows, tag contacts and update customer info - True omnichannel inbox including messaging + calls - Keep track of the customer journey with Lifecycle - Visual automation builder - Strong integrations: Salesforce, Hubspot, GoogleSheets and more - Enterprise-grade reports and analytics - Dedicated onboarding and success guidance - Proven platform stability for global operations ##### Cons - Not a fit if you only need a simple Messenger giveaway or DM automation—choose ManyChat or Chatfuel for lighter campaign flows. - Not cheap compared to other tools - Enterprise features may require onboarding ##### Pricing The Growth plan starts at $159/month for 10 users, and costs typically scale with additional seats and any add-ons needed for higher-volume operations. ##### Customer sentiment and platform rating Customers praise respond.io for its intuitive interface, omnichannel integration, strong automation features and excellent support. However, drawbacks cited by users include pricing and limitations in certain advanced features. - G2 rating: 4.8/5 - Capterra rating: 4.6/5 #### Intercom ![](https://images.ctfassets.net/ph8r57dk1q9w/2I6la3nOmXPhLuf33vAEJK/21f0a0c166b2d9a17ecab97f5dfcb825/Intercom_inbox__1_.jpeg) Intercom is a customer support–first platform that uses Messenger chatbots mainly for AI-assisted support and ticket deflection. ##### Best for: Businesses with large support teams that want AI-assisted responses, automated routing, and a unified support workspace. ##### Pros - AI tools that help agents reply faster - Routing and automation for support workflows - Unified workspace for handling conversations - Strong reporting and customer data tools ##### Cons - Higher cost for scaling teams - More complex setup compared to lightweight tools ##### Pricing The Advanced plan is $99 per seat, billed monthly, with 20 free Lite seats included. AI usage is billed separately at $0.99 per Fin AI resolution, making costs harder to predict at scale. ##### Customer sentiment and platform rating Users praise Intercom for its AI-assisted inbox, automation capabilities, clean interface and strong support-focused features. However, customers frequently mention pricing complexity and higher costs at scale, as well as a steeper learning curve compared to simpler tools. - G2 rating: 4.4/5 - Capterra rating: 4.5/5 #### Kommo ![](https://images.ctfassets.net/ph8r57dk1q9w/3g9JR73eybC2D5z8zjxu0v/33dad909a397ef9cd7f1ac61082d8e7a/chats-section-eng__1___1___1_.jpeg) Kommo (formerly amoCRM) positions Facebook Messenger chatbots as part of a sales-focused CRM with simple automation and pipeline tracking. ##### Best for: Small to mid-sized sales teams using Facebook Messenger to capture leads, track deals and automate basic follow-ups inside a CRM-style pipeline. ##### Pros - Affordable and a strong value for money for small businesses - The simple visual interface makes the platform easy to learn and encourages fast team use - It helps teams track leads and prevent contacts from being lost ##### Cons - Limited AI compared to modern AI Agents - Weak reporting for performance and lifecycle tracking - Not designed for omnichannel or large teams ##### Pricing The Kommo Advanced Plan costs $25 per user/month, but requires a minimum six-month contract billed upfront totaling $150. There are no monthly billing options available. Potential extra costs are typically limited to third-party service fees, such as the actual conversation charges Meta applies when using the WhatsApp Business API. ##### Customer sentiment & platform rating Users like Kommo for its simplicity and sales-oriented workflows. However, reviews frequently mention limited automation depth, basic reporting and constraints when scaling beyond small teams. - G2 rating: 4.4/5 - Capterra rating: 4.3/5 #### ManyChat ![](https://images.ctfassets.net/ph8r57dk1q9w/1vd3uY5KSv4b4nv6GbF6OU/89082390541463b75f4f53113af5f540/manychat__2_.png) ManyChat is one of the most popular Facebook Messenger chatbot builders, focused on marketing automation rather than operations. ##### Best for: SMBs, creators and ecommerce brands using Messenger and Instagram to run campaigns, grow audiences, launch promotions and recover abandoned carts. Ideal for teams that need fast execution without technical complexity. ##### Pros - Meta verified partner - Easy visual flow builder - Ideal for Instagram + Facebook marketing automation - Great for giveaways & promotional campaigns - Strong audience segmentation ##### Cons - Not built for operational workflows - Manual effort required for multi-language bots ##### Pricing Manychat’s mid-level plans start at $15/month for up to three users and 500 stored contacts, with costs increasing based on usage and advanced automation needs. ##### Customer sentiment & platform rating Customers praise Manychat for its easy automation setup, robust feature set and user-friendly interface. However, they report poor customer support and limitations when it comes to integrations and scaling. - G2 rating: 4.5/5 - Capterra rating: 4.6/5 #### Zendesk ![](https://images.ctfassets.net/ph8r57dk1q9w/6isiFVJ7rcOeGdxSi3KaCz/c0dc7d24078435585b3ac534c9a6ec7f/Zendesk_Inbox__1___1_.jpeg) Zendesk uses Facebook chatbots primarily for customer support automation and ticket deflection inside a helpdesk ecosystem. ##### Best for: Support teams that want to automate Facebook Messenger FAQs, route issues to agents and manage Messenger conversations alongside tickets. ##### Pros - Pre-trained AI bots for support use cases - Strong ticketing and escalation workflows - Enterprise-grade security and reliability ##### Cons - Built mainly for support, not sales or lifecycle automation - Limited chatbot customization outside support flows - High total cost of ownership - Messenger is treated as a support channel, not a growth channel ##### Pricing The mid-level Suite Professional package is typically priced at about USD 149 per agent per month under a monthly billing model. In addition, organizations commonly spend around USD 50 per agent per month on enhanced AI capabilities, USD 25–50 per agent per month for Workforce Management or Quality Assurance solutions, and roughly USD 50 per agent per month for advanced security and data protection features, including HIPAA compliance. Extra costs may also apply based on usage, such as fees for large volumes of API requests, automated resolution usage, or excess data storage, with pricing varying by region and consumption levels. ##### Customer sentiment & platform rating Zendesk is praised for reliability, support tooling and ecosystem depth. However, users frequently cite high costs, complexity and limited flexibility for sales or marketing chatbot use cases. - G2 rating: 4.4/5 - Capterra rating: 4.4/5 #### Chatfuel ![](https://images.ctfassets.net/ph8r57dk1q9w/3MJ1ziY630cBbvkdrITSUa/1ea97c48fe8cba29721c15fbaa52c0a3/chatfuel__1_.png) Chatfuel is a long-standing Messenger-first chatbot builder designed for quick setup and basic automation. ##### Best for: Businesses needing straightforward Messenger bots for lead gen, FAQs and promotions. ##### Pros - Intuitive no-code interface - Templates for FAQs, lead capture and bookings - Affordable starting price ##### Cons - Limited AI capabilities and integrations - Only supports Instagram, Facebook and WhatsApp - Not ideal for complex automation or routing - Minimal analytics and reporting ##### Pricing Instagram access starts at $23.99/month, with WhatsApp and Facebook priced separately at $39/month and 23.99/month. ##### Customer sentiment & platform rating Customers value Chatfuel’s ease of use and straightforward automation. While some praise its affordability, others note a lack of transparency in pricing. Customer support is reported to be poor. - G2 rating: 4.4/5 - Capterra rating: 4.3/5 #### Pancake ![](https://images.ctfassets.net/ph8r57dk1q9w/5nPuMZnugQznBOQIrotypc/b64aa2193085d1b93e1c41254b2ce580/pancake__1_.png) Pancake is a social commerce inbox that supports Facebook chatbots mainly for catalog sales and chat-to-order workflows. ##### Best for: Social sellers and small commerce brands using Messenger to showcase products and manage catalog-based conversations. ##### Pros - Supports major social commerce channels like Facebook, Instagram, TikTok and WhatsApp - Simple setup for small B2C teams handling chat-to-order conversations - Includes Botcake for basic automated replies at high message volumes - Affordable pricing well-suited for small sellers and social storefronts ##### Cons - Not an omnichannel platform — no unified inbox or cross-channel automation - Very limited AI capabilities compared to enterprise tools - Reporting and analytics are basic and not built for scaling teams - Requires a separate Botcake setup for more advanced automation, increasing complexity ##### Pricing The Standard mid-tier plan costs $54.70 per 3 months (~$18/month) and includes 3 users and 3 connected social channels, enough for basic Facebook chatbot and social commerce workflows. Businesses may incur extra costs for additional users (~$5/month each), extra channels (~$4/month each), and Botcake Pro if higher message automation volumes are required. ##### Customer sentiment & platform rating Pancake receives positive feedback from social commerce sellers who like its catalog management and conversational commerce tools. Reviewers note that it’s easy to use for small businesses but lacks advanced automation, reporting and scalability required by larger teams. - G2 rating: 4.4/5 - Capterra rating: 4.6/5 #### Freshchat ![](https://images.ctfassets.net/ph8r57dk1q9w/11G70uRpFEYR83kR6ziNfi/e0ef2ba0170a4f8372f8f23158deab20/freshdesk__1_.jpeg) Freshchat is a support-focused messaging platform where Facebook chatbots are used to deflect FAQs and route support requests. ##### Best for: Support teams handling multichannel messaging who need AI-assisted routing, FAQ deflection and a clean workspace for agent collaboration. ##### Pros - Native integration with Freshdesk for ticket management - AI-based routing and FAQ handling - Multichannel support across Instagram, WhatsApp, and web chat - Scalable for mid-sized to enterprise teams ##### Cons - Setup can be complex for smaller teams - Focused on support, not the entire customer journey - Limited customization of chat flows - Pricing increases quickly with add-ons ##### Pricing The mid-level Pro plan starts at $49/agent/month, with AI and automation features available on higher tiers. ##### Customer sentiment and platform rating Customers have a mainly positive view of Freshchat for its efficient automation and integrations. However, some face issues with chatbots failing to load, and others find the reporting and analytics limited. - G2 rating: 4.4/5 - Capterra rating: 4.1/5 #### Zenvia ![](https://images.ctfassets.net/ph8r57dk1q9w/TsLCutCKkOZKRFzOwYhp1/265dfa101b8b46b5cbcfe00c825e53ca/zenvia__1_.webp) Zenvia positions Facebook chatbots as part of a support and messaging suite popular in LATAM markets. ##### Best for: LATAM businesses focused on support workflows using messaging + voice channels. ##### Pros - Supports WhatsApp, Instagram, Facebook, SMS and email with solid automation. - AI chatbots can reply contextually and route complex cases. - Strong support-focused reporting for tickets and agent performance. - Integrates with HubSpot and Salesforce. ##### Cons - Limited channel coverage and no unified contact merge. - Pricing increases quickly due to interaction caps and mandatory channel packs. - Reports focus mainly on support metrics, not full customer lifecycle. - AI is more limited and cannot use multimedia or trigger workflows like enterprise tools. ##### Pricing Zenvia’s mid-tier plan, called Specialist, costs $130 per month and includes 10 users, 500 conversations, and 5 flow chatbots. The price includes a mandatory $20+ message pack, which allows sending up to 1,088 SMS, 431 WhatsApp messages, or 23,750 emails. Zenvia also charges $137 for setup fees in the Specialist plan. Message fees are $0.05 per outbound WhatsApp message, $0.02 per inbound WhatsApp message, $0.02 per SMS, and $0.04 per 50 emails. ##### Customer sentiment and platform rating Zenvia is appreciated for its ease of use, straightforward multichannel setup, and reliable delivery on channels like WhatsApp, SMS and email. Users note that it simplifies day-to-day support operations and handles moderate message volumes well. However, reviews frequently mention slow support response times, limited advanced analytics, and lighter automation capabilities compared to enterprise-focused platforms. - G2 rating: 4.4/5 - Capterra rating: 4.5/5 #### Trengo ![](https://images.ctfassets.net/ph8r57dk1q9w/1LcUpLgOM88b1hYJOzhP9a/be1fba2049b41cb77486b21edd7fc614/trengo_inbox__1_.jpeg) Trengo is a shared inbox tool where Facebook chatbots support basic FAQ automation and routing. ##### Best for: Teams needing a shared inbox to manage conversations across multiple channels with simple routing automation. ##### Pros - AI chatbot answers FAQs, provides instant replies, and supports 26 languages. - Agents get AI assistance for drafting, translating, and refining responses. - Consistently praised for helpful, friendly and efficient customer support. - Flexibility in billing offers both monthly and discounted annual billing options. ##### Cons - The pricing model is often cited as expensive compared to rivals with more advanced features/capabilities. - High minimum user requirements (typically starting at 10 or more users). - Pricing is based on a fixed conversation allowance; exceeding this limit incurs additional per-conversation fees, which can lead to unpredictable monthly costs. - AI cannot understand multimedia inputs like PDFs, screenshots or voice notes. - Users have reported issues with inbox sync and stability in the mobile app. ##### Pricing - The Trengo Pro plan is a bundle starting at approximately $695 per month (monthly billed, USD equivalent), which includes 20 user seats and a set conversation allowance (typically $1,500/month). - Extra agents cost an additional per-user fee (around $30-$50/month each). The most significant variable cost is the overage fee applied when you exceed the conversation limit, plus potential charges for premium AI features (like advanced AI Actions). ##### Customer sentiment and platform rating Trengo is highly praised for its ease of use, customer support and its core strength in centralizing all communications (including email and voice) into a unified team inbox. However, frequent criticisms point to the platform being expensive compared to alternatives, concerns about inbox sync issues, limitations in advanced features/analytics and drawbacks related to the mobile app and minimum user requirements. - G2 rating: 4.3/5 - Capterra rating: 4.1/5 #### SleekFlow ![](https://images.ctfassets.net/ph8r57dk1q9w/6I9fOiClivjBCVyO3to73F/8f233faa446672da33210764e0375290/Screenshot_2025-10-20_at_5.42.47aÌ___PM__1_.jpeg) SleekFlow combines Facebook chatbots with commerce-style workflows for support and sales conversations. ##### Best for: Support + social commerce teams managing product inquiries and customer messaging across multiple channels. ##### Pros - Multi-channel messaging - Commerce-friendly workflows - Useful for support + sales hybrids ##### Cons - Does not have Voice AI to handle calls - Some G2 users report performance slowdowns at high message volumes ##### Pricing SleekFlow's Pro plan is priced at US$199/month and supports 3 users. Pricing is based on Monthly Active Contacts (MAC) — the contacts you actively engage with during the billing period. It also charges US$15 per WhatsApp Business API phone number per month. Note: SleekFlow's pricing varies by region. ##### Customer sentiment and platform rating Users like SleekFlow for its multi-channel messaging and commerce-friendly workflows, which make it appealing to retail and social commerce teams. Sentiment also notes that the platform’s automation and reporting capabilities do not match enterprise-level solutions. - G2 rating: 4.3/5 - Capterra rating: 4.4/5 ### What makes a great Facebook chatbot? Now that you’ve seen the leading Facebook chatbot platforms available in 2026, the next question is how to evaluate them properly. Use the criteria below to choose a Facebook AI agent/chatbot that can handle real Messenger volume without breaking routing, reporting or costs. Features, pricing and positioning can look similar at first glance, but the differences become clear once you know what actually matters for Messenger automation at scale. These tools span adjacent categories such as chatbot builders, helpdesks, CRMs and shared inboxes, so the right choice depends on whether your main need is sales, support or marketing automation. #### 1\. AI agents that go beyond scripted replies ![](https://images.ctfassets.net/ph8r57dk1q9w/oE76uDe1Hb2TiuKryINKl/72de10a002a7fb952fa796f440aa301e/5657afa80ea28a105f598b1ccab05f8e__1___1___1___1_.jpeg) A modern Facebook chatbot should do more than follow fixed menus. Advanced AI agents understand free-text Messenger messages, detect intent and respond contextually. They can qualify leads, answer FAQs, collect customer details, escalate to humans when needed and take actions like assigning conversations or updating contact fields—turning Messenger into a real sales and support channel. #### 2\. AI trained on your own business content ![](https://images.ctfassets.net/ph8r57dk1q9w/3uPNngNfEu7HVOTWRv2OSy/8e82f2bcd5529c89cb9a93e801cbcd15/ff012ca5459f1fa4225af73c6337ffd0__1___1___1_.jpeg) The best Facebook chatbot platforms let you train AI on your company’s documents, FAQs, websites and internal knowledge. This ensures Messenger responses are accurate, consistent and on-brand, even when handling complex questions or high conversation volumes. #### 3\. Workflow automation for Messenger conversations ![](https://images.ctfassets.net/ph8r57dk1q9w/6Mkvl9bouejaIsCHcE1W7Z/ad2096cd887e7ed90cdbfc78eefb875e/ScreenRecording2025-04-14at4.01.35PM-ezgif.com-video-to-gif-converter__1___1_.jpeg) Strong Facebook chatbots are powered by automation, not manual handling. Look for platforms with visual workflow builders that let you route chats, trigger follow-ups, update lifecycle stages, launch campaigns or sync data automatically—without writing code. #### 4\. Unified inbox for Facebook Messenger and beyond ![](https://images.ctfassets.net/ph8r57dk1q9w/4hn9hXZVbs1yCVnjX2Zsv/888da2b411554c5c545c629f57d70f88/chatsandcallsview__1___1_.jpeg) A Facebook chatbot shouldn’t live in a silo. The right platform brings Messenger together with channels like Instagram, WhatsApp, TikTok, email, SMS and even calls in one inbox. Conversations from multiple channels should be merged into a single contact profile so teams always have full context. #### 5\. Native integrations with your business stack ![](https://images.ctfassets.net/ph8r57dk1q9w/3w1POhjyzRBjc4uSbFKcZW/6fcb7b4fdd7b4da0ee3a31809c2fa7ef/40280df626ee3f7c03ff56ae1aec7d41__1___1___1_.jpeg) A Facebook chatbot becomes far more powerful when it connects to your existing tools. Native integrations with CRMs like HubSpot or Salesforce, spreadsheets and internal systems allow Messenger conversations to trigger real business actions without manual work. #### 6\. Lead and customer lifecycle tracking ![](https://images.ctfassets.net/ph8r57dk1q9w/4YgWV5CpDfRtN1fDeUcyOv/6ec2aa992ac6fefb579f76323a291730/238707382b9c04cdd0073d5dde7e3001__1___2___1_.jpeg) Effective Facebook chatbots help move contacts through the funnel. The best platforms let you segment, score and prioritize Messenger leads based on intent, engagement and lifecycle stage, so teams focus on the conversations most likely to convert. #### 7\. Analytics built for Messenger performance ![](https://images.ctfassets.net/ph8r57dk1q9w/AJ5hZGu4LgX9LjPNNChdF/034666730e754209131ac9fc0f26e55c/6e6de89bdfd85e86fc713240aa1963a5__1___1___1_.jpeg) A good Facebook chatbot platform provides clear visibility into conversation volume, response speed, agent performance and conversions. Support for Meta’s Conversions API (CAPI) is especially important, as it feeds verified Messenger conversion data back to Meta to improve ad targeting and ROI. #### 8\. Platform reliability and responsive support Messenger traffic can spike quickly—especially from ads. Choose a Facebook chatbot platform proven to handle high volumes without lag or crashes. Reliable uptime and responsive, knowledgeable support ensure conversations, automations and campaigns run smoothly at all times. Understanding what makes a great Facebook chatbot is one thing—but seeing those capabilities in action is what really matters. ### How businesses use Facebook chatbots for success Below are real examples of how companies use Facebook chatbots to turn Messenger into a high-performing sales and support channel—and the measurable results they’ve achieved. #### 1\. Diskat automates sales with AI Agents for an 80% conversion rate [Diskat](https://respond.io/customers/diskat-maintains-80-percent-conversion-rate-with-ai-agents), a Guatemala-based retailer, was overwhelmed by high message volumes on Facebook Messenger, WhatsApp and TikTok, with agents manually answering product questions and entering orders. Using respond.io, Diskat deployed AI Agent “Diky” as a Facebook Messenger chatbot to automate sales conversations—from greeting leads to confirming orders and collecting customer details. The chatbot synced order data directly to Diskat’s ERP, eliminating manual entry, and fed real-time conversion data to Meta via CAPI, improving Facebook ad targeting and reducing wasted spend. With Messenger automation in place, Diskat now handles 90% of sales through AI, maintains an 81.4% conversion rate, and has reduced marketing and operational costs by 50%. #### 2\. iMotorbike handles 2x more leads with AI Agents on respond.io [iMotorbike](https://respond.io/customers/imotorbike-handles-2x-more-leads-with-ai-agents-on-respond-io), a leading online marketplace for pre-owned motorbikes in Malaysia and Vietnam, struggled to manage high daily message volumes across WhatsApp, Facebook Messenger, Instagram and TikTok. Different enquiry types—buying, selling, insurance and repairs—were mixed together, slowing routing and causing qualified leads to drop off. Using respond.io, iMotorbike deployed customized AI Agents for each customer journey. The AI now handles routine FAQs, identifies buyer vs. seller intent, updates lifecycle stages and routes only serious leads to the right team. It also closes conversations automatically to keep the inbox organized. With instant, accurate replies across all Messenger channels, iMotorbike doubled its daily lead-handling capacity, responds 67% faster, and has 70–80% of conversations managed by AI. The business now handles 2× more leads and has seen higher sales within the first month of adopting AI automation. ### Verdict: Which Facebook AI agent/chatbot should you choose? If you want a Facebook chatbot that goes beyond simple automation, respond.io is the platform built for scale. - Answer FAQs using your knowledge sources (docs, URLs, images, voice notes). - Qualify leads automatically, collecting key details and identifying buyer intent. - Route conversations intelligently to the right team or agent based on context. - Take platform actions like updating contact fields, lifecycle stages, assigning users or closing conversations. - Trigger Workflows dynamically to automate follow-ups, routing, CRM updates and more. - Interpret multimodal inputs including images, PDFs and voice notes for context-rich replies. - Train on your own data with flexible knowledge sources for accurate, brand-aligned responses. - Support multilingual conversations, enabling global customer engagement ### Further Reading If you found our article helpful, you should check out the following: - Best AI Sales Automation Software: Top 10 Options Compared - 10 Best AI Sales Tools for Businesses: Reviews, Pricing & Features - Top 7 Conversational AI Platforms of 2026 and How to Choose One ## [Best Instagram Chatbots for 2026: Pros, Cons & Pricing Compared](https:/respond.io/blog/best-instagram-chatbots) Learn about the best Instagram chatbots: respond.io, Tidio, Freshchat, Kommo, Quidget, Wati, Manychat, Jotform Instagram Agent, Chatfuel, Botpress [Instagram](https://respond.io/blog/instagram-business-chat) is no longer just a platform for content; it’s where customers discover products and services, ask questions, and make buying decisions. But if your inbox is constantly flooded with DMs, comments and story replies, responding fast enough to turn those conversations into sales is nearly impossible without automation. That’s where Instagram chatbots come in. They help businesses reply instantly, qualify leads and guide followers toward a purchase, even when your team’s offline. In this article, we’ll explore the best Instagram chatbots for 2026, what they can do and which one fits your business needs. ### What are Instagram chatbots? Instagram chatbots are automated tools designed to communicate with users through direct messages on the platform. Businesses use them to manage tasks such as responding to common questions, offering around-the-clock customer support, and engaging users with product suggestions or special offers. There are two types of Instagram chatbots: #### Rule-based chatbots Rule-based chatbots provide basic automation for conversations and are usually set up in a software platform through pre-set workflows. For example, the chatbot will send a greeting when a customer sends a DM or interacts with an ad. It can give the customer menu options to select and it can answer FAQ. More advanced rule-based chatbots can also manage routing and assignment. #### AI chatbots AI chatbots, also known as AI agents, can be trained on business knowledge and act independently, answering any inquiry and managing complex processes such as bookings, payments and integration with other software. Often, AI agents can handle and close an entire conversation without human intervention. For more complex inquiries and sales, an AI chatbot can hand off the conversation to a human agent or a human agent may choose to take over the conversation. ### **What are the benefits of Instagram chatbots?** Instagram chatbots automate more than replies; they streamline entire sales and support workflows. Whether you’re handling product inquiries, booking appointments or qualifying leads, the right chatbot can save time, boost engagement and improve conversion rates. Here’s how they help. #### **Provide instant replies 24/7** Handle incoming DMs anytime, even during off-hours and high-traffic campaigns. Instead of leaving customers waiting, a chatbot provides instant answers around the clock so you never miss a potential lead or sale. #### **Smarter lead qualification** An Instagram chatbot can automatically collect contact details, segment audiences and [direct hot leads to human sales agents](https://respond.io/blog/ai-sales-agent#toc-4). It helps filter serious buyers from casual browsers, so agents can focus on selling rather than spending time answering repetitive questions or dealing with spam. ![Image%20with%20icons%20showing%20the%20benefits%20of%20Instagram%20chatbots%3A%20Instant%20replies%2024/7%2C%20lead%20qualification%2C%20automate%20comment%20and%20story%20replys%2C%20customer%20support%2C%20CRM%20and%20E-commerce%20integration](https://images.ctfassets.net/ph8r57dk1q9w/64HW8YH18QfEbizfBN9S4m/8bed85205900b9bfe04d450e2cb05ada/Practical_Guide___Best_Instagram_Chatbots_-_Image_01.png) #### **Automate comment and story replies for instant engagement** Turn your stories and comment sections into opportunities to start a conversation. Chatbots can respond automatically when someone mentions your account, replies to a story or comments on a post, and you can control whether story replies open new conversations to filter high-volume, low-intent reactions. #### **Always-on customer support** Answer FAQs instantly and route complex queries to agents when needed. A well-built Instagram chatbot can answer product, pricing or shipping questions, while seamlessly handing off conversations to humans when a personal touch is required. #### **Seamless CRM & e-commerce integration** Sync data with Shopify, HubSpot, Salesforce, and other tools to keep your customer information organized. Chatbots can update contact records, log inquiries, and track the full conversation history, giving your sales and marketing teams complete visibility. These are common benefits for many businesses that use Instagram chatbots, but each business has its own unique needs. Let’s look a few things you should consider when you select an Instagram chatbot. ### **What to consider when choosing an Instagram chatbot** Not all Instagram chatbots are built for the same purpose. Some are simple automation tools for creators and small businesses, while others power complex AI-driven workflows for larger teams. Before choosing a platform, consider these three factors to make sure the chatbot you pick actually fits your business goals. ![Image%20illustrating%20what%20to%20look%20for%20in%20an%20Instagram%20chatbot%3A%20meets%20business%20needs%2C%20multichannel%20capabilities%2C%20AI%20capabilities](https://images.ctfassets.net/ph8r57dk1q9w/4QhOQFtBlj8tc9hGNkN90/5ddda7c635685bddfc7e359d034426e0/Practical_Guide___Best_Instagram_Chatbots_-_Image_02.png) #### **Alignment with your business needs** Start by identifying what you want your chatbot to achieve. - Creators and small businesses often need easy, no-code tools that can reply to DMs, comments, and story mentions, without technical setup or high costs. - Growing businesses should look for platforms that scale easily as chat volume and team size increase. These typically include CRM integrations, workflow automation, and AI capabilities. - Large or enterprise teams require full control over data, multi-agent collaboration, and detailed analytics. The clearer your use case, the easier it’ll be to find a chatbot that matches your workflow instead of forcing you to adapt to its limits. #### **Multichannel support beyond Instagram** Many businesses don’t only chat on Instagram. Customers might message via [Facebook](https://respond.io/blog/facebook-business-chat), [WhatsApp](https://respond.io/blog/whatsapp-business-api), [TikTok](https://respond.io/blog/tiktok-for-business) or website chat, and juggling all these channels separately wastes time. Choosing a [chatbot platform with multichannel capabilities](https://respond.io/blog/omnichannel-communication) lets you manage all your conversations from a single inbox. Respond.io, for example, connects Instagram with every major messaging app, so your team can automate responses, qualify leads, and track the entire customer journey across channels. ![Screenshot%20showing%20the%20channels%20that%20respond.io%2C%20an%20omnichannel%20Instagram%20chatbot%2C%20has%20available](https://images.ctfassets.net/ph8r57dk1q9w/5Wfb8oHnpjLFvRhZz3k5CJ/4a7b937ff4dc27b64e9fd845e41327fa/Screenshot_2025-12-03_at_5.08.18â__PM.png) If your long-term goal is to centralize customer communication, a multichannel solution will save you the headache of switching platforms later. #### **Sophistication and reliability of its AI** AI has changed how chatbots work, but not all AI is equal. Some platforms claim to be “AI-powered” yet only offer pre-set answers or keyword triggers. When evaluating AI features, look for: - Chatbots that learn from your business data - Context-aware responses that adapt to user intent - Routing and summarization capabilities to assist human agents - The ability to test AI behavior before deploying it live ![Screenshot%20showing%20an%20example%20of%20how%20to%20set%20up%20an%20AI%20agent%20in%20a%20platform%20that%20offers%20advanced%20AI%20features%20like%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2pJ9u8kr6qQxCbg1evdMhk/0e5f85a4a54aee537eb18bf0ba525514/aiagent-select_template__1_.jpeg) A platform like respond.io uses large language models trained on your company’s own knowledge sources, ensuring answers are accurate, consistent, and on-brand. Now that you have an idea of what to look for, we’ll get into the options available. ### Quick Overview — Best Instagram Chatbot Platforms Here’s a snapshot of the best Instagram chatbot platforms in 2026. These tools vary in pricing, AI capabilities, supported channels, and overall use cases, from simple DM automation to enterprise-grade conversational AI. Use this table to find which one fits your goals before exploring each option in depth. | Chatbot | Best For | Multichannel | AI Capabilities | | --- | --- | --- | --- | | Respond.io | Mid to large businesses needing advanced AI automation and centralized messaging | ✅ | AI Agent learns from company knowledge base; automates routing, summaries & data capture | | Manychat | Social media marketers and creators | ✅ | AI chatbot automates simple flows and FAQs | | Jotform Instagram Agent | Influencers and small businesses | ❌ | AI-driven, context-aware replies for Instagram DMs | | Quidget | Support automation on Instagram | ✅ | AI replies with human handoff through Meta’s API | | Tidio | Ecommerce & support | ✅ | AI assistant learns from FAQs and help docs | | Chatfuel | Beginners & small businesses | ✅ | Basic AI responses for common queries | | Botpress | Developers needing full customization | ✅ | NLP-powered, fully programmable chatbot builder | | Kommo | CRM-focused teams | ✅ | Native automation and CRM data sync | | WATI | SMBs managing WhatsApp + Instagram | ✅ | Drag and drop chatbot builder plus basic AI chatbots | | Freshchat | CRM-focused support teams | ✅ | Built-in AI for FAQs and conversation routing | ### **The 10 best Instagram chatbot platforms** Each Instagram chatbot platform offers different strengths, from drag-and-drop simplicity to advanced AI automation. Below, we’ve rounded up the top options for 2026, highlighting what each does best, where they fall short and their mid-tier pricing. #### **Respond.io - The best to scale your business across multiple channels with AI Agents** [Respond.io](http://Respond.io) unifies Instagram, WhatsApp, Facebook, Telegram, and more into one inbox so your team can manage every customer interaction from a single place. AI Agents can also query external systems in real time to retrieve live data or trigger actions in CRMs and booking tools. For teams running marketing, sales, and support on Instagram, respond.io automates everything from lead qualification to routing and reporting. ![Screenshot%20showing%20how%20to%20set%20up%20an%20Instagram%20chatbot%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7FUEFRz0PSj0N8wn1UeBub/a5dc5af4f064efbe4eeb5c5bc64e60ea/ig1__1_.jpg) **Best for:** Mid to large businesses that need advanced automation, AI capabilities, customer lifecycle management and a single workspace for all channels. ##### **Pros** - AI Agent that learns from your business data and automates replies, conversation summaries and contact updates - Unified inbox supporting Instagram, WhatsApp, Facebook, TikTok, Telegram, SMS, VoIP and more - Native integration with HubSpot and Salesforce; integrates with other CRMs via Make and Zapier - Track the entire customer lifecycle to speed up sales and boost retention - 24/5 live support with 24/7 AI assistance - Rated 4.8 stars on G2 for helpful customer support, ease of use and automation flexibility ##### **Cons** - Slight learning curve due to the platform’s advanced features - Pricing favors scale - small businesses with limited message volume may find it less cost-efficient ##### **Customer sentiment and platform rating** Customers praise respond.io for its intuitive interface, omnichannel integration, strong automation features and excellent support. However, drawbacks cited by users include pricing and limitations in certain advanced features. - G2 rating: 4.8/5 - Capterra rating: 4.6/5 ##### **Pricing** The Growth plan starts at $159/month for 10 users. It includes unlimited workflows, full AI Agent access, CRM integration, and advanced reporting tools. #### **Manychat - Best for social media creators and influencers** Manychat is one of the most popular chatbot builders for Instagram, designed for simplicity, letting users create automation flows to reply to DMs, story mentions, and post comments without technical skills. Businesses can use Manychat to capture leads, share product details, and re-engage followers through interactive message sequences. ![Screenshot%20showing%20how%20to%20set%20up%20an%20Instagram%20chatbot%20in%20Manychat](https://images.ctfassets.net/ph8r57dk1q9w/2rg35wF0sb86W824lQRhQq/9cd8dfc6196e0f77e45111074ea65021/a2814536-7155-4580-84e3-d54aeecd7327__1_.jpg) **Best for:** Social media marketers, creators, and small businesses automating DMs and comment replies. ##### **Pros** - Visual drag-and-drop builder with templates for Instagram, WhatsApp and Messenger - Easy automation for DMs, comments and story replies - Integrates with Shopify, Google Sheets, HubSpot and more ##### **Cons** - Limited AI capabilities; relies mostly on pre-set rules - Reporting is basic and campaign-focused rather than lifecycle-driven - Automation can feel restrictive for complex workflows ##### **Customer sentiment and platform rating** Customers praise Manychat for its easy automation setup, robust feature set and user-friendly interface. However, they report poor customer support and limitations when it comes to integrations and scaling. - G2 rating: 4.5/5 - Capterra rating: 4.6/5 ##### **Pricing** Manychat’s mid-level plans start at $15/month for up to three users and 500 stored contacts, with costs increasing based on usage and advanced automation needs. #### **Jotform Instagram Agent - Most straightforward single channel AI agent for small businesses** Jotform is a popular website form builder that has recently branched out into AI agents. Unlike most chatbot builders that serve multiple channels, its Instagram AI Agent focuses entirely on helping users automate DMs, comments, and replies on Instagram with minimal setup. It uses built-in AI to generate personalized, context-aware responses, ideal for creators or small teams managing engagement at scale. While there’s no multichannel integration, Jotform does offer AI agents as separate products for additional channels. ![Screenshot%20showing%20Jotform%27s%20Instagram%20AI%20Agent%2C%20one%20of%20the%20top%20Instagram%20chatbots](https://images.ctfassets.net/ph8r57dk1q9w/74TdPkjhr4kf53uxsvDaXi/e5d79c651a944dce94f4f96e4251e625/Screenshot_2025-11-30_at_6.09.09â__PM.png) **Best for:** Influencers, solo entrepreneurs, and small businesses that want AI-driven DM automation for a single channel. ##### **Pros** - Context-aware AI replies for DMs and story interactions - Simple interface built for non-technical users - Works well for personal brands, creators, and small businesses ##### **Cons** - Limited to Instagram - Few third-party integrations beyond Jotform ecosystem - Lacks advanced routing or CRM automation features ##### **Customer sentiment and platform rating** Customers are pleased with Jotform Instagram AI Agent’s ease of use and setup. Small businesses, especially non-profits, find Jotform to be an ideal solution, but larger businesses complain about lack of integrations and customization. - G2 rating: 4.4/5 - Capterra rating: 4.7/5 (For Jotform in general, not specifically for its Instagram AI Agent) ##### **Pricing** Jotform’s mid-tier Silver plan starts at **$39/month** for a single user and up to 50 AI Agents. #### **Quidget - Best for small support teams** Quidget specializes in helping small teams manage inquiries, qualify leads, and support customers directly through DMs while maintaining a smooth transition between bots and human agents. ![Screenshot%20showing%20Quidget%27s%20Instagram%20chatbot](https://images.ctfassets.net/ph8r57dk1q9w/2c40eWyQD2BYvxhCqukQBK/301bd37ede5a928ff4c974c626adda8f/Screenshot_2025-11-30_at_6.20.12â__PM.png) **Best for:** Small businesses focused on automating support inquiries on Instagram. ##### **Pros** - AI automation plus seamless human handoff - Templates for DM replies, story responses, and comment triggers - Strong fit for customer service teams ##### **Cons** - Interface and reporting are basic compared to larger platforms - Limited third-party integrations beyond CRM syncs - Smaller ecosystem and community support ##### **Customer sentiment and platform rating** Customers appreciate Quidget’s ease of use and setup and its affordable price. Limitations include lack of integration and customization options and poor customer support. - G2 rating: 4.5/5 (only 4 reviews) - Capterra rating: 4.8/5 (only 4 reviews) ##### **Pricing** Quidget’s mid-level Pro Plan starts at $79/month for five chatbots and three users. #### **Tidio** Tidio allows the option to choose a flow-based chatbot plan, an AI chatbot plan or both, as add-ons to its customer service suite. Originally built for website chat, it now supports Instagram, WhatsApp, Facebook and email, allowing businesses to centralize conversations. ![Screenshot%20of%20Tidio%27s%20landing%20page%20about%20its%20Instagram%20chatbot](https://images.ctfassets.net/ph8r57dk1q9w/1LQrkJDXYaciJndtOTLXTr/da673fd94b24ca5d05f9e8de59b0f01d/Screenshot_2025-11-30_at_7.36.26â__PM.png) **Best for:** Small e-commerce businesses and support teams that need basic workflow automation across chat and social channels. ##### **Pros** - Integrates with Shopify and WooCommerce for e-commerce automation - AI assistant learns from FAQs and documentation - Multichannel support for chat, email, and social platforms ##### **Cons** - Limited routing and CRM automation - High add-on costs for extra chatbot or AI conversations - Support limited on lower-tier plans ##### **Customer sentiment and platform rating** Customers mention Tidio’s excellent customer support and efficient integrations. However, they find the pricing to be high and the AI to be rigid and limiting. - G2 rating: 4.7/5 - Capterra rating: 4.7/5 ##### **Pricing** The Growth plan starts at $49/month with flow chatbots starting at $24/month and AI agents at $32/month. Extra usage incurs additional costs. #### **Chatfuel** [Chatfuel](https://respond.io/blog/manychat-vs-chatfuel) is one of the oldest chatbot builders on the market and remains popular for its simplicity. It allows users to automate replies to DMs, comments, and story mentions using a visual block builder. The platform has recently introduced AI elements for FAQ handling and appointment booking, though it’s still largely rule-based. ![Screenshot%20of%20the%20landing%20page%20for%20Chatfuel%27s%20Instagram%20chatbot](https://images.ctfassets.net/ph8r57dk1q9w/78EItQUGWa4PJd9ItFSi4N/4d1ca12245ebd15df56b5b5878661f76/Screenshot_2025-11-30_at_8.41.17â__PM.png) **Best for:** Beginners and small businesses needing basic automation for DMs and comments. ##### **Pros** - Intuitive no-code interface - Templates for FAQs, lead capture and bookings - Affordable starting price ##### **Cons** - Limited AI capabilities and integrations - Only supports Instagram, Facebook and WhatsApp - Not ideal for complex automation or routing - Minimal analytics and reporting ##### **Customer sentiment and platform rating** Customers value Chatfuel’s ease of use and straightforward automation. While some praise its affordability, others note a lack of transparency in pricing. Customer support is reported to be poor. - G2 rating: 4.4/5 - Capterra rating: 4.3/5 ##### **Pricing** Instagram access starts at **$23.99/month**, with WhatsApp and Facebook priced separately at $39/month and 23.99/month. #### **Botpress** Botpress is designed for flexibility. It’s an open-source chatbot framework with powerful natural language processing (NLP) and large language model (LLM) integration options. Teams can create sophisticated conversational flows, connect APIs, and deploy chatbots across Instagram, web, and other messaging platforms. ![Screenshot%20of%20the%20landing%20page%20for%20Botpress%27s%20Instagram%20chatbot](https://images.ctfassets.net/ph8r57dk1q9w/6TvaKy8w16PSZ0hC0JaAjA/fbfd9f33372f1277e3e74cd9bbd1fdcf/Screenshot_2025-11-30_at_8.42.27â__PM.png) **Best for:** Developers and technical teams that want a highly customizable, open-source chatbot solution. ##### **Pros** - Deep customization with NLP and LLM support - Open-source flexibility for development teams - Full API control for integrations - Scalable and extensible with plugins ##### **Cons** - Requires technical expertise to set up and maintain - Not ideal for small businesses or non-technical users - Limited built-in support compared to SaaS tools ##### **Customer sentiment and platform rating** Users have mixed views on Botpress, likely depending on their technical ability. While some find it easy to use and customize, others note a steep learning curve and poor documentation and support. - G2 rating: 4.5/5 - Capterra rating: 4.5/5 ##### **Pricing** Mid-tier Plus plan starts at $67/month; AI credits are charged separately at an unspecified cost. #### **Kommo** [Kommo](https://respond.io/blog/kommo-alternative) combines CRM and messaging automation in one platform. Its Instagram integration lets businesses capture leads from DMs and comments, then track and nurture them directly within a sales pipeline. The visual chatbot builder automates responses, assigns leads, and triggers follow-ups, bridging the gap between marketing and sales teams. ![Screenshot%20of%20Kommo%27s%20landing%20page%20for%20its%20Instagram%20chatbot](https://images.ctfassets.net/ph8r57dk1q9w/2wwAIjdVmdDDwL4jICrubV/b29bce7114ddc61cb6d1dcbdb82774a2/Screenshot_2025-11-30_at_8.47.11â__PM.png) **Best for:** CRM-driven businesses wanting to manage sales and marketing through Instagram. ##### **Pros** - Built-in CRM with pipeline management - Automates lead capture and follow-ups from Instagram - Supports comment and story automation - Integrates with popular sales and marketing tools ##### **Cons** - Less flexible than dedicated chatbot builders - Limited AI capabilities - Interface feels dated compared to newer platforms ##### **Customer sentiment and platform rating** Kommo is consistently praised for being an affordable and user-friendly platform, with reviewers highlighting its intuitive design, strong lead management features and good customer support. However, sentiment indicates functional limitations: the platform receives lower marks for customization (and the built-in reporting can be basic), as well as concerns about mobile user support. - G2 rating: 3.8/5 - Capterra rating: 4.3/5 ##### **Pricing** The mid-level plan starts at $25/user/month for a minimum commitment of 6 months, with chatbot and CRM automation included. #### **Wati** Wati focuses on conversational automation for small to mid-sized businesses. Although best known for its WhatsApp integration, it now supports Instagram and Facebook Messenger for basic automation. The drag-and-drop flow builder allows simple setups like FAQs, booking confirmations, and lead capture. ![Screenshot%20of%20the%20landing%20page%20for%20Wati%27s%20Instagram%20chatbot](https://images.ctfassets.net/ph8r57dk1q9w/7y4DiE04MtnuBn9OLlK8Ef/6e67d3d5a0a5487111acddcd830c17ce/Screenshot_2025-11-30_at_8.54.19â__PM.png) **Best for:** SMBs that use Instagram, WhatsApp and Facebook Messenger for customer communication and require basic automation. ##### **Pros** - Easy setup with visual builder - Good for businesses managing both WhatsApp and Instagram - Integrates with CRMs and Google Sheets - Affordable pricing for smaller teams ##### **Cons** - Limited AI and automation depth - Basic analytics - Customer support only during select hours ##### **Customer sentiment and platform rating** Customers praise Wati’s ease of use and flexibility, along with its automation features for creating bots and marketing broadcasts. Customer support gets mixed reviews and some express frustration with pricing. - G2 rating: 4.6/5 - Capterra rating: 4.6/5 ##### **Pricing** Mid-tier plans start at $79/month for five users. #### **Freshchat** Freshchat (part of the Freshworks suite) is an omnichannel messaging solution that includes Instagram integration. It helps support teams automate responses, manage tickets, and hand off chats to live agents. Its built-in AI can handle common FAQs and detect intent, reducing the load on human agents. ![Screenshot%20of%20the%20landing%20page%20for%20Freshchat%2C%20an%20omnichannel%20chatbot%20that%20includes%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/6VkdlKspqLFSjZYK60NzYD/d5583da851d88fd6c8690bab65a4385b/Screenshot_2025-11-30_at_11.08.40â__PM.png) **Best for:** Customer support teams managing conversations across multiple channels. ##### **Pros** - Native integration with Freshdesk for ticket management - AI-based routing and FAQ handling - Multichannel support across Instagram, WhatsApp, and web chat - Scalable for mid-sized to enterprise teams ##### **Cons** - Setup can be complex for smaller teams - Focused on support, not the entire customer journey - Limited customization of chat flows - Pricing increases quickly with add-ons ##### **Customer sentiment and platform rating** Customers have a mainly positive view of Freshchat for its efficient automation and integrations. However, some face issues with chatbots failing to load, and others find the reporting and analytics limited. - G2 rating: 4.4/5 - Capterra rating: 4.1/5 ##### **Pricing** The mid-level Pro plan starts at $49/agent/month, with AI and automation features available on higher tiers. ### **Which Instagram chatbot is best for your business?** The best Instagram chatbot depends on your business size, goals, and level of technical expertise. While every platform on this list offers value, some are better suited for marketing automation, others for customer service or enterprise workflows. - For creators and small businesses:Tools like Jotform Instagram Agent and Manychat are ideal for quick setup and simple automation of DMs, story replies, and comment triggers. They’re easy to use, affordable, and require no coding. - For e-commerce and support teams:Tidio and Quidget help manage high message volumes, integrate with Shopify or CRMs, and ensure customers get answers fast — all without heavy configuration. - For developers and technical teams:Botpress offers maximum flexibility and NLP-based customization for those who want complete control over chatbot design and logic. - For mid to large businesses:Respond.io is the strongest all-around option. It goes beyond basic automation by connecting Instagram with WhatsApp, Facebook, and other channels, combining AI Agents, Workflows, and CRM integrations to manage the full customer journey. If your business handles large volumes of conversations or uses multiple channels, respond.io provides the scalability and automation depth you need to turn Instagram conversations into customers. ### **3 Instagram chatbot success stories** Seeing how businesses actually use Instagram chatbots highlights what these tools can do beyond theory. From driving more bookings to converting leads faster, here are three real-world examples of how Instagram automation transforms results. #### **EMAX** Beauté **Books 18× More Appointments** [EMAX Beauté](https://respond.io/customers/how-emax-boosts-appointment-bookings) is a leading provider of beauty, skincare, haircare and body wellness services, operating under four brands with multiple branches around the greater Kuala Lumpur area. It offers a diverse range of treatments and products that it promotes with its wide-reaching social media presence. Since implementing respond.io, EMAX Beauté has seen an **18× increase in appointment bookings** and drastically reduced the manual effort needed to manage high message volumes during campaigns. #### **SchuVar Tours speeds up sales cycle by 60%** Travel company [SchuVar Tours](https://respond.io/customers/schuvar-tours-shortens-sales-cycle) relied heavily on Instagram and other social media channels to attract new customers but struggled to keep up with inquiries. Since implementing respond.io, SchuVar Tours has improved response times by automating customer detail collection and prioritizing high-intent leads. By streamlining its sales process and gaining full visibility of the customer journey—from chat initiation to payment—SchuVar Tours has reduced delays and increased conversions for a **60% faster sales cycle**. #### **iMotorbike handles 2x more leads with AI-powered DMs** [iMotorbike](https://respond.io/customers/imotorbike-handles-2x-more-leads-with-ai-agents-on-respond-io), a marketplace for used motorcycles, used respond.io’s AI Agent to handle high volumes of Instagram DMs from buyers and sellers. The AI Agent answers common questions and gathers information from interested users before assigning them to the right agent or department. By automating repetitive inquiries, iMotorbike freed its team to focus on high-value interactions and saw a noticeable increase in **qualified leads and closed sales** through Instagram and other channels including WhatsApp, Facebook Messenger and TikTok. ### Scale your Instagram chats with respond.io As you can see from our customer stories, Instagram chatbots have proven their value across industries. The right platform can handle repetitive messages, qualify leads, and keep conversations moving without relying on constant manual replies. After comparing the top options, respond.io stands out as the best choice for businesses that need reliability, scalability, and advanced AI automation. It helps you manage all your customer chats, not just on Instagram, but across every major messaging channel. Try [respond.io for free](https://app.respond.io/user/register) or [book a demo](https://respond.io/demo) to see how it can turn your Instagram conversations into customers. ### Further reading If you've found this article helpful, consider these other blogs about boosting your marketing, sales and support on Instagram. - Instagram Customer Service - Instagram CRM - How to Sell on Instagram DM ## [Best Interakt alternatives: Respond.io, Trengo, Sleekflow, Zoko, Wati](https:/respond.io/blog/best-interakt-alternatives) Looking beyond Interakt? Compare Interakt alternatives such as respond.io, Trengo, Sleekflow, Zoko and Wati for channels, automation, AI and pricing. Interakt is a customer messaging tool built primarily around WhatsApp, with expanding support for Instagram, used by mid-market B2C teams to manage sales and support conversations. But growth-focused B2C teams often need more capabilities: multiple channels, mature AI, deeper automations, and published enterprise. ### Why businesses look for Interakt alternatives Growing teams commonly raise the same [concerns about Interakt](https://respond.io/blog/interakt-review). These are limitations you should weigh in your decision. #### Limited workflow depth Interakt is good for simple flows, but complex branching is limited. For teams managing higher volumes or different customer journeys, these constraints can slow operations and require more manual intervention. #### AI maturity is early Interakt offers AI through Haptik, but its AI Agents are still new. They can handle basic queries, but lack the maturity needed for complex conversations. #### Lack of omnichannel support Interakt focuses on WhatsApp and Instagram, so it does not unify every other channel (email, SMS, voice, TikTok messaging, etc). This might create fragmented conversations for agents handling multiple tools. #### Reporting limitations Interakt provides basic reporting, but detailed analytics, dashboards and cross-channel performance reports are less mature. Without deeper reporting, teams can see activity but not commercial impact. Revenue leaders should separate tools that mainly report delivery, read and reply metrics from platforms that can show lifecycle movement, rep or team performance and conversation-to-conversion visibility across channels. That difference affects coaching, budget decisions and how quickly managers can spot where handoffs or response delays are hurting revenue. Buyers should look for campaign attribution, conversation-to-conversion visibility, rep or team performance views and cross-channel reporting that connects messaging activity to sales and support outcomes. When managers need commercial accountability rather than just campaign activity, respond.io is usually the stronger fit. #### Pricing can become harder to forecast List price is only one part of the real cost. As usage grows, buyers should check whether add-ons, message markups, broadcast limits or gated features make the platform more expensive to run than it first appears. When costs become harder to predict, campaign return on investment gets harder to defend and scaling decisions slow down. #### Support responsiveness affects revenue during peak periods Support quality matters most when launches, promotions or lead spikes are live and the team cannot afford delays. If routing breaks, templates fail or inbox performance drops, slow support response can leave sales and support teams waiting while conversations cool off. Buyers should test not just support availability, but also escalation paths and how quickly urgent issues are handled. #### Scalability concerns As message volume and concurrency increase, teams may experience performance issues, slower inbox loading and more friction in daily navigation. When agents wait for pages to load or actions to complete, response speed drops, follow-up slows and campaign throughput suffers, so dashboard performance should be tested in demos and trials. If you expect higher concurrency, multi-channel campaigns, or strict availability guarantees, you should consider other Interakt alternatives or competitors that can solve these. ### Key factors to consider when choosing an Interakt alternative If you're switching from Interakt, prioritize the factors that match both current complexity and the next stage of growth. The best choice is not the platform with the most features. It is the one that can support the channels, routing rules and lifecycle automation the team will actually use without creating unnecessary operational overhead. A lighter WhatsApp-first option can work when the business mainly needs broadcasts, basic automation and a small team setup. A broader customer conversation management platform makes more sense when sales and support need more channels, intent-based routing, lifecycle tracking and tighter control as volume grows. Mid-market B2C teams should avoid both underbuying a tool they will outgrow quickly and overbuying enterprise complexity they will not use. #### Channel coverage beyond WhatsApp Channel coverage should be assessed based on the full customer journey across WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email. Native support matters because teams can route conversations, keep context and report on performance without stitching together separate tools. ![](https://images.ctfassets.net/ph8r57dk1q9w/7gMdRLZNiuVEoYpSQdq99s/f5d191b0e064b72d28e1a05b71c0fd34/image1__1_.jpg) Voice deserves special attention when reps qualify leads in chat and then close or rescue deals by phone. Keeping voice and messaging in the same workspace preserves conversation history, shortens follow-up time and gives managers a clearer view of what moved the deal forward. #### Click-to-WhatsApp ads and lead capture For teams buying traffic from Facebook and Instagram, a strong platform should send ad clicks straight into the same conversation workspace the sales team already uses. That keeps the ad source, customer context and first response in one place instead of splitting them across tools. Buyers should check whether the platform captures lead details from the ad, routes the conversation immediately to the right team or rep and supports the free follow-up window after the click. The best setups also let AI Agents qualify the lead, update lifecycle stage and help managers see which ad-sourced conversations turned into qualified opportunities or sales outcomes. #### Automation and workflow capabilities ![](https://images.ctfassets.net/ph8r57dk1q9w/3Pvq5eMlksZtQJRkIHSohj/5d1719655eced2789b98ae548f66b3f1/image10__2_.jpg) Look for advanced branching, conditional logic, and visual builders. Advanced workflow logic reduces manual work for agents, making teams more efficient without increasing headcount. #### Team inbox and agent collaboration When several reps share the same WhatsApp number or multi-channel queue, inbox quality directly affects response speed and conversion. Buyers should look for clear assignment rules, collision prevention, queue visibility and handoff controls so two agents do not work the same lead or leave a customer waiting between teams. Strong collaboration also depends on internal notes, ownership history and performance views by rep or team. A platform should make it obvious who replied last, who owns the next action and where conversations are getting stuck. That keeps sales and support organized as volume grows instead of creating reply chaos. #### Advanced AI capabilities A strong AI Agent should do more than reply faster. During evaluation, buyers should test whether it can qualify leads, update lifecycle stages, route by intent, trigger workflows, escalate high-value opportunities and generate a clean handover summary for the next rep across multiple turns. The test should use messy real conversations, not a scripted demo. Buyers should include incomplete answers, changes of mind, mixed-language replies and unstructured inputs such as voice notes, images and documents. If the AI Agent only performs when the customer follows a perfect path, the team is still buying manual work rather than real automation. ![](https://images.ctfassets.net/ph8r57dk1q9w/1BAgRfvtj6IkCp4EdvCz6i/d7eae7a03e10ea81f6a209d19a6a04bf/image7.jpg) That is different from basic auto-replies or rule-based flows that only react to exact keywords. Buyers should separate platforms that assist conversations from platforms that can actually move conversations forward with context across multiple turns. #### Broadcast and bulk messaging controls Bulk messaging is only commercially useful when targeting, timing and delivery controls are strong. Buyers should look for segmentation, scheduling, template governance and suppression rules so campaigns reach the right contacts without disrupting active sales or support conversations. They should also verify delivery visibility, retry controls and campaign analytics. A strong platform shows which sends were delivered, which failed, which segments responded and whether broadcast campaigns created qualified conversations or follow-up opportunities instead of just high send volume. #### CRM and tech stack integrations ![](https://images.ctfassets.net/ph8r57dk1q9w/4AEuGbD383c0e80KB6AkTn/7d697239176f1e83f01c24f75fc2868e/image9.jpg) A list of integrations is not enough. Buyers should check whether the platform can turn conversations into pipeline actions by syncing more than contact data. The right setup should let AI Agents or workflows support lead qualification, lifecycle updates, ownership assignment and activity logging back into the customer relationship management system so sales teams do less manual admin. The shortlist question is whether the business wants to handle lightweight pipeline work inside the conversation platform or keep pipeline control in an existing customer relationship management system such as HubSpot or Salesforce. Teams that already run forecasting, attribution and sales reporting in a customer relationship management system usually get more value from strong lifecycle sync, stage updates and ownership rules than from duplicating another pipeline in the inbox. Managers should test the workflow, not just the integration label. If conversations cannot create or update records, move stages, assign owners and pass clean outcomes back for reporting automatically, reps still end up copying data by hand and leaders still lose visibility into which chats create pipeline and revenue. #### Platform reliability Published uptime guarantees and clear commitments matter, but support responsiveness matters just as much once something breaks. Buyers should compare support hours, escalation paths and onboarding quality before signing. A reliable platform should not only stay available, but also help teams recover quickly when operational issues appear. #### Official WhatsApp partner status and API access When revenue depends on WhatsApp, official provider status is a commercial check, not a technical footnote. Buyers should confirm whether the vendor is an official WhatsApp Business Solution Provider or gives direct access to the WhatsApp Business Platform, because that affects account setup, template support and how quickly issues can be escalated. A second check is lock-in. Buyers should ask who supports business verification, template approvals and green tick requests when relevant, whether the number can be ported later and whether migration would require rebuilding setup from scratch. The safer option is the one that protects campaign continuity and leaves the business free to move later without disrupting sales or support conversations. #### Predictable scaling cost Entry pricing matters, but switching cost should be judged against the way the business is growing. Buyers should model three common paths before they compare plans: more Monthly Active Contacts, more team members and more broadcast volume. If active contacts rise faster than headcount, Monthly Active Contacts pricing is usually easier to forecast because cost follows the number of customers the team actually speaks with. That is where respond.io can stay predictable for growing B2C teams. If the team expands across sales, support and management, seat-based pricing can climb quickly because every added user raises platform cost. Broadcast-heavy teams should also check whether campaign limits, paid messaging add-ons or voice-related charges appear only after usage grows. During evaluation, each vendor should price the same three scenarios and show Meta template fees, provider markups, extra seats, AI add-ons, broadcast limits and voice-related charges on the same worksheet. Since 2025, WhatsApp Business pricing has been template-based rather than conversation-based, with different charges for marketing, utility and authentication messages, while the customer-service window remains free after the customer starts the conversation. That is why buyers need to separate Meta's base charges from the provider's own pricing before they compare platforms. WhatsApp Business pricing should be audited in layers before any contract is signed. Buyers should separate Meta's template fees from the vendor's own pricing, then ask whether the vendor adds markup to WhatsApp messages, where that charge appears on the invoice and whether it changes by template type, campaign volume or support tier. Respond.io uses Monthly Active Contacts pricing, which makes platform cost easier to review separately from Meta charges. That helps teams see whether spend is rising because they are talking to more active contacts or because hidden message costs are being added on top. The same audit should cover extra user seats, AI add-ons, broadcast fees and voice-related charges so return on investment is measured on full operating cost, not headline plan price. The key question for revenue leaders is not which tool looks cheapest at signup, but which cost model stays predictable as campaigns, headcount and conversation volume increase. Team size changes the math quickly. Buyers should check how many users are included, what additional seats cost and whether pricing expands mainly by contacts or by users — because a platform that looks affordable for a small team can become harder to justify once more sales reps, agents or managers need access. Understanding both volume-based and team-based charges upfront makes it easier to forecast whether cost will rise from talking to more contacts, adding more people or both. ### 5 best Interakt alternatives and competitors These alternatives fall into adjacent categories—WhatsApp-first CRMs (e.g., Zoko, Wati), omnichannel support inboxes (e.g., Trengo, SleekFlow), and customer conversation management platforms built for omnichannel routing and automation at scale (respond.io). Below is a compact comparison table for a quick takeaway. | Platform | Channels | Automation & AI | Pricing (Per month, paid yearly) | G2 / Capterra/Shopify rating | | --- | --- | --- | --- | --- | | Respond.io | WhatsApp, WhatsApp Business Calling, Instagram, Facebook Messenger, Telegram, TikTok, webchat, SMS, voice, email, WeChat, Viber, LINE, custom channels | Advanced workflows, mature AI Agents and AI Assist | Growth plan is $199.All plans are based on monthly active contacts. Additional add-ons are available for users | G2 (4.8/5)Capterra (4.6/5) | | Trengo | WhatsApp, Instagram, Facebook Messenger, email, voice, live chat | Solid workflow builder, AI Agent and automation | Pro ($599), with additional add-ons for users, broadcasting, voice. | G2 (4.3/5)Capterra (4.1/5) | | Zoko | WhatsApp, Instagram, Facebook Messenger | Prebuilt commerce flows, ChatGPT bots | Elite ($114.99) with additional add-ons for agents | G2 (4.5/5)Shopify (4.8/5) | | Wati | WhatsApp, Instagram, Facebook Messenger, WhatsApp Business CAlling | Good WhatsApp automation and AI Agents | Pro ($99), with additional add-ons for users and AI | G2 (4.6/5)Capterra (4.6/5) | | SleekFlow | WhatsApp, Instagram, Telegram, Facebook, WeChat, Viber, LINE, voice, email | Good flow builder and AI Agents | Premium ($399), with additional add-ons for users, consultancy services, WhatsApp phone number hosting | G2 (4.6/5)Capterra (4.5/5) | #### Respond.io (Best Overall Interakt Alternative) Respond.io is a customer conversation management platform that helps mid-market B2C teams manage high volumes of customer conversations across channels, with routing, automation, and lifecycle workflows. ![](https://images.ctfassets.net/ph8r57dk1q9w/4hn9hXZVbs1yCVnjX2Zsv/888da2b411554c5c545c629f57d70f88/chatsandcallsview__1___1_.jpeg) ##### Best for Growth-focused B2C teams that need omnichannel reach, advanced automation, and enterprise reliability. ![](https://images.ctfassets.net/ph8r57dk1q9w/6pCS9ZkKAXmlPCknpTSX1V/3bf8dfed92a145c1fa3497444c8d48d9/image1.jpg) ##### Respond.io pros - Supports omnichannel inbox with popular channels and custom channels, including WhatsApp, TikTok, Facebook Messenger, and Instagram. Respond.io offers VoIP too, including WhatsApp Business Calling API. - Supports CRM integrations, including native integrations with HubSpot and Salesforce. It also integrates with other software via Make and Zapier. - Mature AI Agent can reference your entire company knowledge sources and handle multi-turn dialogs - Mature AI Assist provides quicker and more accurate replies to customers for driving sales. - Customer lifecycle management which helps track and manage your customers throughout their entire lifecycle journey. This helps to prioritize leads and improve conversions. - Excellent customer support, with 24/5 live support and 24/7 AI agent support available on every plan. - Excellent enterprise-grade security for speed and stability with 99.999% uptime under high volume of messages. - Predictable, value-based pricing by monthly active contacts (starter tiers available) ##### Respond.io cons - Enterprise-grade features can come at higher price points for heavy volumes. - Higher learning curve, as teams need time to tune AI agents and complex workflows. However, our customer support team is ready to support anytime. ##### Respond.io pricing Respond.io's mid-tier plan starts at their Growth plan ($199 - paid monthly). MAC-based (Monthly Active Contact) ensures you only pay for the contacts you interact with in a month. Enterprise plans can be customized based on your needs. ##### Customer sentiment & rating It's frequently cited for ROI, multi-channel support and enterprise features. Customers are also satisfied with the customer service quality and quick implementation. - G2 (4.8/5 rating with 394 reviews) - Capterra (4.6/5 rating with 43 reviews). #### Trengo ![](https://images.ctfassets.net/ph8r57dk1q9w/3zwMVBIO7k1rOyVVOC9DRB/6647d154ac834daf0102f7855d169dac/image6.png) Trengo is an omnichannel inbox and collaboration platform built for support teams. ##### Best for Companies that want an omnichannel inbox with team collaboration tools. ##### Trengo pros - Supports WhatsApp, Instagram, Facebook Messenger, email, SMS and more, including VoIP. - Supports CRM integration such as HubSpot, Salesforce, Shopify, Magento and WooCommerce. - Offers AI Agent to automate conversations and workflows. - Strong team collaboration and inbox organization. ##### Trengo cons - No support for WhatsApp Business Calling API. - Poor customer support, with limited support hours (Central European timezone) - Their automation is limited and cannot support complex processes. ##### Trengo pricing Their Pro plan starts at $599 (paid monthly), and higher plans scale significantly. ##### Customer sentiment & rating Users praise its organization and ease of use. - G2 (4.3/5 rating with 243 reviews) - Capterra (4.1/5 rating with 26 reviews) #### Zoko ![](https://images.ctfassets.net/ph8r57dk1q9w/1hur1FtSZelgcqr0D1aKkS/77d9b921f1dd22229960f4d70903cd58/image5__1_.jpg) Zoko is a WhatsApp CRM platform built for Shopify brands to turn chat into sales. It enables businesses to sync product catalog directly to WhatsApp, recover abandoned carts, and run broadcast campaigns. ##### Best for Small to medium Shopify businesses wanting to drive sales via WhatsApp. ##### Zoko pros - Deep Shopify integration and prebuilt commerce flows. - Multiple agents can use the same WhatsApp number to use the shared inbox with team collaboration - ChatGPT-powered bots or automated responses on top of conversation flows. ##### Zoko cons - Flow steps, fair-charges caps, and add-ons can raise costs, as you scale - Limited omnichannel options ##### Zoko pricing Zoko's mid-tier plan starts at Elite ($114.99, paid monthly). Note the platform's fair use limit and additional fee per conversation rules on some tiers. ##### Customer sentiment and rating Customers praise its automation and seamless Shopify integration. - Shopify (4.8/5 rating with 285 reviews) - G2 (4.5/5 rating with 5 reviews). Keep in mind that Shopify App Store ratings reflect ease-of-use within the Shopify + WhatsApp ecosystem — if your needs extend beyond that to omnichannel routing or cross-channel analytics, it's worth evaluating a broader platform. #### Wati ![](https://images.ctfassets.net/ph8r57dk1q9w/35qU3mAN0owuYL3Idqxy2x/ae99326d28fba4ccfbce5dcaf0fc64e1/image10__1_.jpg) Wati is a budget-friendly WhatsApp-first platform focused on marketing and support use cases. ##### Best for Small businesses that need a reliable WhatsApp automation platform without complex workflows. ##### Wati pros - Good WhatsApp features such as WhatsApp Catalog and WhatsApp Broadcasts. - Good basic chat automation workflows to send instant replies, including chatbots. - Offers AI Agent to automate conversations too. - Lower cost, ideal for budget-friendly businesses. ##### Wati cons - Not a full omnichannel platform, but best for WhatsApp-first businesses. - Imposes markup on WhatsApp API charges set by Meta. - As you scale, additional add-ons may increase existing Wati plans, such as additional Astra AI Agents. ##### Wati pricing Lower entry tier, with their Pro plan starting at $99 (paid monthly). ##### Customer sentiment and rating Users commonly cite ease of use and automation features. - G2 (4.6/5 rating with 421 reviews) - Capterra (4.6/5 rating with 185 reviews) #### Sleekflow ![](https://images.ctfassets.net/ph8r57dk1q9w/IPCZ0lDPCH8NvADi7xhQE/4d5555f65f4c8db48344920fb18404b0/image3.jpg) Sleekflow is a conversation management platform with strong regional presence in Asia. It supports multiple channels and an automation builder. ##### Best for Low-volume businesses that need social messaging and decent automation. ##### Sleekflow pros - Supports channels such as WhatsApp, Instagram, Facebook Messenger, Telegram and SMS. - Native integrations with HubSpot, Salesforce and Shopify. It also integrates with other CRM and other software via Make and Zapier. - AI Agent "AgentFlow" can converse and guide customers to conversion based on your company's knowledge sources. ##### Sleekflow cons - Chat support is available but priority response times require the Business Consultancy Plan ($499/month), which isn't included in standard plans. - Some customers report slower performance at higher message volumes. ##### Sleekflow pricing Sleekflow's Premium plan is at $399 (paid monthly). They also provide a MAC pricing structure, so only contacts you interact with get charged. ##### Customer sentiment and rating Sleekflow has solid scores for user-friendly inbox features. - G2 (4.6/5 rating with 188 reviews) - Capterra (4.5/5 rating with 4 reviews) ### Verdict: Which Interakt alternative is best? The best Interakt alternative depends on the operating model and the point where complexity starts slowing revenue. The fastest way to shortlist is to match the platform to the job it needs to do. Respond.io is usually the strongest fit for mid-market B2C teams that need WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email in one customer conversation management platform, plus AI Agents that qualify leads, update lifecycle stages, route by intent and trigger workflows. A narrower WhatsApp-first option can be enough when the business mainly needs lower-cost broadcasts and basic automation. A commerce-focused WhatsApp option makes more sense when catalog-led sales flows matter most. A support-led inbox fits better when the main priority is internal collaboration rather than routing revenue conversations across channels. If the business expects more channels, more handoffs or more complex automation in the next stage of growth, the broader platform is usually the safer choice. Choose based on your operating model: pick Wati if you're WhatsApp-only and price-sensitive; pick Zoko if you're a Shopify brand prioritizing WhatsApp commerce flows; pick Trengo if your main need is a collaborative support inbox; pick Sleekflow if you need social messaging in Asia; pick respond.io when you need omnichannel routing, deeper workflow automation, and a platform that stays reliable as conversation volume or your business grows. Interakt itself can still be enough if the team is mostly WhatsApp-first, runs straightforward broadcasts, doesn't need voice, and can manage with basic reporting and lighter automation — in that case, respond.io may be more platform than you need. The upgrade point usually comes when sales and support need omnichannel routing, AI qualification, lifecycle automation, or clearer visibility into which conversations turn into revenue. Once those needs show up, respond.io becomes the safer long-term choice, since teams won't need to rebuild around a new platform later. Trial access is not equal across the shortlist. Respond.io offers a 7-day free trial, and Wati publishes a 14-day trial, though buyers should confirm any sandbox or self-send limits before treating it as a full production test. For the other shortlisted options, public trial terms are less consistently published, so revenue leaders should confirm whether evaluation is demo-led or hands-on and whether they can test routing, AI Agents, broadcasts, customer relationship management sync and voice workflows before signing. If you want to validate fit quickly, [book a demo](https://respond.io/demo) or [start a trial](https://app.respond.io/user/register) with respond.io to test your highest-volume workflows and routing rules. ### Further reading If you've found this article helpful, check out these other guides: - Interakt Review (2026): Key Features, Pricing & Best Alternatives - 4 Respond.io Alternatives to Consider - Best AI Agents for Customer Support in 2026: Pros, Cons & Pricing ## [Best Messaging Apps For Business ](https:/respond.io/blog/best-messaging-apps) With over 3 billion messaging app users worldwide, Business Messaging has become an inevitable trend - customers increasingly turn to messaging apps such as Facebook Messenger and WhatsApp to contact businesses. We’ll explain the benefits of using instant messaging apps for business, the best ways to use messaging apps for marketing, remarketing, sales, support and notifications, and reveal the best messaging apps for each use case. With over 3 billion messaging app users worldwide, business messaging has become an inevitable trend – customers increasingly turn to messaging apps such as Facebook Messenger and WhatsApp to contact businesses. We’ll explain the benefits of using instant messaging apps for business and the best ways to use messaging apps for different use cases, including marketing, remarketing, sales, support and notifications. Then, we’ll reveal the best messaging apps for each use case. ### Most Popular Messaging Apps for Business When it comes to chatting with friends and family, we’ve moved away from calls and SMS and embraced instant messaging. Similarly, more people are turning to messaging apps to communicate with businesses. Customers will most likely engage with you on a messaging app they are already using. When choosing a messaging app for business, always go for the most popular one in your country. Here’s a cheat sheet to get you started. ![Most%20popular%20messaging%20apps](https://images.ctfassets.net/ph8r57dk1q9w/3yDGrHnITLbT4Dmh2FTchC/fb19e152db10eb7f65256aa2a267d6d2/BusinessMessagingImage01_3469a01e2bfddf7b39fd4fc5ab069ab5.png) Popular messaging apps allow you to connect with more customers as you can reach users where they already spend a significant amount of time. Mainstream apps like [WhatsApp](https://respond.io/blog/whatsapp-business) and [Facebook Messenger](https://respond.io/blog/facebook-business-chat) will work most of the time, but niche apps like [Telegram,](https://respond.io/blog/telegram-for-business) [Viber](https://respond.io/blog/viber-for-business), [WeChat](https://respond.io/blog/wechat-official-account), [LINE](https://respond.io/blog/line-official-account) and [KakaoTalk](https://respond.io/blog/kakao-for-business) have an edge for certain use cases in some regions. Other than connecting with more customers, there are several other reasons you should use chat apps for business. Let’s take a closer look at them. ### Why Use Instant Messaging Apps For Business Messaging apps make it easier to start a conversation and control conversation tone and speed. Moreover, they help reduce operational costs. This section will explain how messaging apps help you achieve these goals. #### It's Easier to Start Conversations On Messaging Apps Getting customers to chat with your business [creates opportunities](https://respond.io/blog/customer-conversation-management) for you to engage with them, delight them and increase the chances of conversion. On messaging apps, it’s easy to get customers to start chatting with you through [QR codes](https://help.respond.io/quick-start/getting-contacts-to-message-you), [website widgets and chat links](https://help.respond.io/workspace-settings/growth-widgets). These methods are much simpler than drafting an email or navigating an interactive voice response (IVR). Another way to start a conversation is to reach out to customers proactively. Unlike email and phone, some messaging apps do not allow businesses to send the first message. However, messaging apps that let you reach out have a distinct advantage over email and phone. ![This%20is%20an%20image%20about%20why%20you%20should%20use%20Instant%20Messaging%20Apps%20For%20Business.%20Messaging%20Apps%20Are%20Better%20At%20Starting%20Conversations.%20On%20messaging%20apps%2C%20customers%20can%20start%20chatting%20with%20you%20in%20seconds%20by%20clicking%20a%20link.%20This%20is%20as%20simple%20as%20web%20chat%2C%20but%20a%20lot%20simpler%20than%20drafting%20an%20email%20or%20navigating%20Interactive%20Voice%20Response%20%28IVR%29.%20](https://images.ctfassets.net/ph8r57dk1q9w/3mCRiJ6kAXHDTFgjB44XtN/8d95df0c4180f1f1f77f425aea5642f8/BusinessMessagingImage02_4955c2ef7c00706dc2a5e03e75a4ae83.png) Customers are more likely to respond to your business on messaging apps because they create hard-to-ignore push notifications. As people spend a significant amount of time on messaging apps, they will likely come across your message when accessing the app, even if they initially ignore the notification. For instance, messaging apps like WhatsApp let you use [message templates](https://respond.io/blog/whatsapp-template-message) to initiate customer conversations. They are a real godsend because customers are almost guaranteed to reply. #### Conversations on Messaging Apps Are More Effective With more customers messaging you, it's time to involve your sales and support team. Phone calls have been the gold standard for sales and support because agents can control the tone and speed of a conversation. But messaging apps also offer the same benefits. Conversations on messaging apps have a casual tone, starkly contrasting with emails, where conversations are formal. Using abbreviations and emojis creates a more approachable atmosphere, transforming an adversarial relationship into a partnership. ![This%20is%20an%20image%20about%20why%20you%20should%20use%20Instant%20Messaging%20Apps%20For%20Business.%20Messaging%20Apps%20Conversations%20Are%20More%20Effective.%20Phone%20has%20been%20the%20gold%20standard%20for%20Sales%20%26%20Support%20because%20it%20gives%20agents%20control%20over%20conversation%20tone%20%26%20speed.%20Messaging%20apps%20also%20offer%20the%20same%20benefits%20but%20it%u2019s%20cheaper.](https://images.ctfassets.net/ph8r57dk1q9w/ayNiFD7w1Z5jg4BrRmTGQ/ddccd1c85d87eeb20c09677f75c5efbc/BusinessMessagingImage03_d58d6ce7e61b79e7e4a12d7e5f5c7e54.png) Messaging apps also promote faster interactions. With messages flying back and forth on messaging apps, you can solve tickets as fast as you would on web chat. Plus, salespeople can control the emotion levels in conversations, which is impossible over email. Put simply, you can expect equal or superior sales and support quality on messaging apps compared to traditional channels like phones. Additionally, messaging apps offer a more cost-effective solution when compared to traditional channels. Let's delve into the reasons why. #### Using Messaging Apps For Business Is Less Expensive For businesses, reducing operational costs is just as important as keeping your sales and support team effective. While phone is the only channel that comes close to messaging apps when it comes to sales and support quality, it can be expensive since agents are dedicated to one customer at a time. As your business expands, you'll need to hire more agents to accommodate the increasing demand, making it a less scalable and cost-efficient option compared to the broader and more flexible capabilities offered by messaging apps. Plus, it can cost a lot to set up and maintain the necessary infrastructure for traditional phone systems. In contrast, many business messaging apps, like Facebook Messenger, offer free access for businesses to chat with customers. Some apps may have associated costs after an initial free period. Although other apps, like [Viber](https://help.viber.com/hc/en-us/articles/15247629658525), have [fees for initiating conversations](https://help.viber.com/hc/en-us/articles/15247629658525-Bot-Commercial-Model#rate-card), they remain more cost-effective and scalable compared to traditional phone-based systems. ![This%20is%20an%20image%20about%20why%20you%20should%20use%20Instant%20Messaging%20For%20Business.%20Messaging%20Apps%20for%20Business%20Are%20More%20Affordable.%20Many%20business%20messaging%20apps%20like%20Facebook%20Messenger%20are%20free%2C%20although%20some%20apps%20are%20only%20free%20to%20start.](https://images.ctfassets.net/ph8r57dk1q9w/12qeh1ILoIUhaFQeliAykc/99b56ea8423bbfc0f6f4b12bc0d05197/BusinessMessagingImage04_8e24e9282d4e6bfa6866a6b6531e0d43.png) One factor contributing to the cost-effectiveness of messaging apps is that they let you have conversations with more customers without increasing your sales and support team headcount. This is because messaging app conversations don't require both sender and recipient to be present simultaneously. While handling multiple conversations at the same time is nothing new compared to SMS and email, it is a huge upgrade from phone calls, which require agents to be fully engaged in one conversation. As you can see, switching to messaging apps is the best decision you can make for your business, as it comes with multiple benefits. You can keep operational costs low while messaging more customers and improving the quality of interactions. It's important to note that messaging apps operate differently based on each use case. We’ll dive into this topic further below. ### Best Messaging Apps for Business By Use Case Messaging apps can benefit any use case. They help [capture more leads](https://respond.io/blog/customer-conversation-management#toc-mobile-5), reactivate more customers, close more sales, provide more personalized customer support and reduce notification costs. Here, we’ll discuss the best messaging apps for each use case. #### Best Messaging App for Business: Marketing Whether you are a B2B or B2C business, it all starts with attracting leads through marketing. Before we reveal the best messaging apps for marketing, let's find out how messaging apps help you start a conversation with more leads through click-to-chat ads. Here’s how a typical B2B business advertises: First, you show ads to target buyers. When clicked, the ad will take them to a contact form. If they provide their email address or phone number, you can connect with them via email or phone. ![This%20is%20a%20picture%20about%20the%20Limitations%20of%20Using%20Legacy%20Channels%20in%20Marketing.%20Customer%20drop-off%20is%20usually%20high%20in%20conventional%20advertising%20because%20many%20are%20unmotivated%20to%20fill%20in%20a%20long%20contact%20form%20or%20have%20privacy%20concerns.%20](https://images.ctfassets.net/ph8r57dk1q9w/5bbMPbJ02OfvipXoensbMO/9b7b0cc03762feafb1ebfb535ff2643e/BusinessMessaging09_a48336654c3fcfdc518a99e6c7c7a40f.png) However, customer drop-off is usually high in conventional advertising because many are unmotivated to fill out a long contact form or have privacy concerns. Messaging apps let you skip the contact form, taking leads right to the conversation with click-to-chat ads. Once leads send the first message, you can message the person back even without their contact details. ![This%20is%20an%20image%20on%20the%20Advantages%20of%20Using%20Messaging%20Apps%20In%20Marketing.%20Messaging%20apps%20let%20you%20skip%20the%20contact%20form%2C%20taking%20leads%20right%20to%20the%20conversation%20with%20Click-to-Chat%20ads.%20Once%20leads%20send%20the%20first%20message%2C%20you%20can%20message%20the%20person%20back%20even%20without%20their%20contact%20details.](https://images.ctfassets.net/ph8r57dk1q9w/2FtQzqLQzbX3cLcacdAy6Y/01b9f1dfaff977ae49bd3e1959ffae19/BusinessMessaging10_14d59c052d7ab7a1c4d8becdc7a20ee6.png) Moreover, messaging app interactions are fast, and you'll get instant replies most of the time. This means you can move leads down the funnel faster on messaging apps compared to emails, where it usually takes days to get a reply. Messaging apps are clear winners when it comes to marketing, but there's a caveat: you need to have [an effective strategy to answer inbound conversations](https://respond.io/blog/customer-conversation-management#toc-mobile-6). Therefore, we recommend using messaging apps to promote high-value or complex products where customers usually inquire more before making a purchase. ![This%20is%20an%20image%20about%20What%20to%20Look%20For%20In%20An%20Instant%20Messaging%20App%20For%20Marketing.%20The%20big%20factors%20to%20consider%20are%20click-to-chat%20ads%2C%20messaging%20window%20and%203rd%20CRM%20support](https://images.ctfassets.net/ph8r57dk1q9w/6YjGu2Kyau1zcElJiaLXp6/312072828ea0dbd236a31260939fdbd3/BusinessMessaging11_b692df60c0163dd203137a6c228f64de.png) Messaging apps are the best option for marketing because they help capture more leads and move leads down the funnel faster, but which messaging apps should you get? Here are the factors to consider: - Click-to-chat ads: Some messaging apps don't support click-to-chat ads, while others require you to contact the company to place an ad. Ideally, you should get a messaging app that lets you set up ads easily. - Messaging window: Some messaging apps only let you reply to customers within a specific period of time. This restriction is known as a messaging window. Get an app with no messaging window so you can chat with leads anytime and avoid missed opportunities. - Third-party CRM: Not all messaging apps have a built-in messaging inbox for business messaging at scale. Make sure your messaging app can be integrated into an AI-powered customer conversation management software like respond.io or a CRM, which allows you to manage conversations effectively. In this respect, the best messaging apps for marketing are [WhatsApp](https://respond.io/blog/whatsapp-business-api) and [Facebook Messenger](https://respond.io/blog/facebook-business-chat). You can easily create WhatsApp and Messenger ads without contacting Meta. Plus, both WhatsApp and Messenger can be connected to a third-party software. | | Messenger | WhatsApp | | --- | --- | --- | | Click-to-chat ads | Available | Available | | Messaging window | Yes | Yes | | 3rd party CRM support | Available | Available | | Global popularity | High | High | While WhatsApp and Facebook Messenger have a Messaging Window, it's not a dealbreaker. By connecting them to respond.io, you can use [WhatsApp message templates](https://respond.io/blog/whatsapp-template-message) or Facebook message templates to reopen the messaging window. One thing to consider is that WhatsApp message templates have per-message fees, while Facebook message templates are free to send. Messaging apps like WhatsApp and Facebook Messenger can help you attract more leads with click-to-chat ads and push leads down the funnel. But do you know they work equally well for remarketing? #### Best Messaging App for Business: Remarketing Remarketing connects you with people who previously interacted with your business, like those who added items to the cart but did not complete the purchase. If you use emails for remarketing, consider switching to messaging apps because they help you reactivate more customers. We’ll compare remarketing works on both channels to uncover the reasons behind this. Email remarketing normally works by sending email blasts enclosed with a discount to customers who abandoned their carts in the hope they complete the purchase. ![This%20is%20a%20picture%20about%20the%20Limitations%20of%20Using%20Legacy%20Channels%20in%20Remarketing.%20Conventional%20remarketing%20strategy%20is%20good%20in%20theory%20but%20not%20in%20practice%20-%20emails%20have%20low%20open%20rates%20because%20people%20don%27t%20check%20their%20inbox%20all%20the%20time.%20Compared%20to%20emails%2C%20messages%20are%20more%20likely%20to%20be%20read%20because%20they%20trigger%20push%20notifications%20that%20are%20hard%20to%20ignore.%20](https://images.ctfassets.net/ph8r57dk1q9w/5glisnwCLGbX5J9tfWfBkL/109da0a17bd4fe1348d621732b955c74/BusinessMessaging13_ce42e69731734c4fe01cabe4b04c0589.png) This strategy is good in theory but not in practice, as emails have low open rates because people don't check their inbox all the time. Compared to emails, instant messages are more likely to be read because they trigger push notifications that are hard to ignore. Messaging apps also help build brand trust by making customer support more accessible to your shoppers. Shoppers can simply reply to a broadcast message to get in touch with your support team. ![This%20is%20an%20image%20on%20Advantages%20of%20Using%20Messaging%20Apps%20In%20Remarketing.%20Compared%20to%20emails%2C%20messages%20are%20more%20likely%20to%20be%20read%20because%20they%20trigger%20push%20notifications%20that%20are%20hard%20to%20ignore.%20Messaging%20apps%20also%20help%20build%20brand%20trust%20by%20making%20Customer%20Support%20more%20accessible%20to%20your%20shoppers.%20Shoppers%20can%20simply%20reply%20to%20a%20broadcast%20message%20to%20get%20in%20touch%20with%20your%20Support%20team.%20](https://images.ctfassets.net/ph8r57dk1q9w/lLCbvj7nsTkdnGywSICqQ/14ccc614bd48f40f7af62859db7721e8/BusinessMessaging14_4cb88b0e422e7436141893e5bbf978fa.png) While sending broadcasts over messaging apps is a great way to reactivate a shopper, there are two caveats. You need someone to be there to answer messages, and customers may mark your broadcasts as spam if they haven’t [opted in](https://respond.io/blog/whatsapp-opt-in). ![This%20is%20an%20image%20about%20how%20to%20choose%20the%20best%20instant%20message%20app.%20Look%20for%20one%20with%20minimal%20Content%20restriction%2C%20low%20Broadcasting%20fee%20and%20ability%20to%20third-party%20CRM](https://images.ctfassets.net/ph8r57dk1q9w/4qRW8l4pXlOrNhohJraeWT/8159d0016766f17bac86ea85033f987c/BusinessMessaging15_da94e32f61e2a46444302efddb1a458a.png) Despite these caveats, messaging apps are your best choice for remarketing because they help you reach more shoppers and build brand trust. But which messaging app should you use? Here's what to look for: - Content restriction: Messaging apps have different rules for sending promotional broadcasts. Find out the rules on what you can and cannot send before committing to a messaging app. - Broadcasting fee: Some messaging apps offer free broadcasting, while others may charge you a fee. Carefully compare the broadcasting fees when selecting a messaging app for remarketing. - Third-party CRM: Choose a CRM or an AI-powered customer conversation management software like respond.io, which offers an easy-to-use broadcasting console, supports targeted broadcasts, measures broadcast results and lets you use AI to handle customer replies from broadcasts. At first glance, Viber and Telegram seem like the best chat apps for remarketing. Both are free messaging apps with no broadcast content restrictions and they support third-party software integration. | | Viber | Telegram | Messenger | WhatsApp | | --- | --- | --- | --- | --- | | Content Restriction | No | No | Yes | Yes | | Broadcasting Fees | Free | Free | Free | Charges apply | | 3rd Party CRM Support | Available | Available | Available | Available | | Global Popularity | Limited | Limited | High | High | However, Viber and Telegram are far less popular than WhatsApp and Messenger. Unless you are targeting niche markets where Viber and Telegram are popular, we recommend using WhatsApp and Messenger for your remarketing campaigns. WhatsApp and Messenger may have content restrictions for broadcasts, but they aren’t dealbreakers. [WhatsApp allows promotional message templates](https://respond.io/blog/whatsapp-business-api#8ic0j), and you can always send promotional broadcasts with [sponsored messages](https://respond.io/blog/facebook-business-chat#ejr78) on Facebook Messenger. We've seen how messaging apps transform the remarketing process, helping you reactivate more customers and build brand trust. But do you know they work equally well for sales? #### Best Messaging App for Business: Sales After laying the groundwork with marketing, it's time to close the deal. In this section, we’ll show you how you can close more sales by integrating messaging apps into your workflow. Every sale starts with a lead, and it hinges on how fast you can respond. You need to be there to pick up phone calls or answer web chat messages. As for contact forms, you want to email the prospects back before you lose them. With messaging apps, salespeople don't need to be available that very second because prospects can't leave the conversation. Plus, notifications will get them back into the conversation as soon as the salesperson responds. ![This%20is%20an%20image%20on%20the%20Limitations%20of%20Using%20Legacy%20Channels%20in%20Sales.%20With%20legacy%20channels%2C%20sales%20reps%20are%20compelled%20to%20respond%20fast%20or%20they%20risk%20losing%20the%20prospects%2C%20it%u2019s%20slow%20to%20collect%20information%2C%20hard%20to%20build%20relationships%2C%20requires%20constant%20availability%20and%20%20hard%20to%20build%20relationships](https://images.ctfassets.net/ph8r57dk1q9w/4mlohBPG6EZpqrFXippM8R/e418f34232c7a008a3b2f0c4575f978a/BusinessMessaging01_ada352204a593d0838824fac0b1157f5.png) Messaging apps make qualifying easier too. Fast interactions on messaging apps let sales reps gather lead information faster and decide sooner if the lead matches their buyer profile. In contrast, qualifying leads using email can be slow as it involves a lot of back-and-forths. Once leads are qualified, the next step is to build rapport with them. Building rapport through emails is challenging because they often sound cold. Fortunately, it's easier to build a partner-like relationship over messaging apps as the interactions are more casual by comparison. ![This%20is%20an%20image%20that%20illustrate%20the%20Advantages%20of%20Using%20Messaging%20Apps%20In%20Sales.%20Messaging%20apps%20make%20things%20easier%20for%20sales%20reps%20and%20empower%20them%20to%20succeed.%20](https://images.ctfassets.net/ph8r57dk1q9w/1RBbBPYJ6qFUVxzpFpSZKU/446697c60a7c9cee00eed33a563be47b/BusinessMessaging02_55613fb9de419e0d3597629af1a9733d.png) Building a relationship with leads is half the battle, but to convert leads on traditional channels, salespeople need to be constantly available to take calls or reply to web chats. On messaging apps, sales reps can follow up later without fearing they can’t restart the conversation. Leveraging the power of emotions when closing deals is important. However, driving enthusiasm with email is challenging due to its inherent formality. On the contrary, messaging apps enable salespeople to use the cadence of conversation, emojis and gifs to build excitement before closing the deal. ![This%20is%20a%20picture%20on%20how%20to%20choose%20the%20best%20text%20messaging%20app%20for%20sales.%20You%20should%20look%20for%20one%20with%20no%20messaging%20window%20and%20support%203rd%20party%20CRM](https://images.ctfassets.net/ph8r57dk1q9w/6ck4rHb2XxdkoH7zvdcMHD/2a8069b1843e2e22459cbe909a74ef14/BusinessMessaging03_0b4746af30d0e849d7c213cb86f899d9.png) There are many reasons to use messaging apps for sales. Messaging apps make things easier for sales reps and empower them to succeed. Remember, not all messaging apps are created equal - here are the things to look for: - Messaging Window: Go for a messaging app without a messaging window so that you can follow up with prospects anytime you like. - Third-Party CRM: Get a messaging app that can be connected to a third-party business software. Respond.io has features like multi-user functionality, which improves the productivity of your sales team and AI tools to manage lead conversations automatically and help agents reply to customers more effectively. So, what are the best messaging apps for sales? The best messaging apps for sales are LINE and Viber because they have no messaging window and can be integrated into a third-party software. That said, you should always consider whether your customers actually use LINE and Viber. Being niche messaging apps, LINE and Viber are only popular in select regions like Japan and Eastern Europe. | | Viber | LINE | Messenger | WhatsApp | | --- | --- | --- | --- | --- | | Messaging Window | No | No | Yes | Yes | | 3rd Party CRM Support | Available | Available | Available | Available | | Global Popularity | Limited | Limited | High | High | Outside these regions, your safest bet is to use a mainstream messaging app like Facebook Messenger or WhatsApp. We recommend connecting these apps to respond.io so you can message them again to follow up even after the messaging window has closed. We’ve shown you how messaging apps can empower your sales team to be more productive. Now, let’s find out how messaging apps fit into your support process. #### Best Messaging App for Business: Customer Support After-sales support plays an important role in customer satisfaction and helps cultivate customer loyalty. By adopting messaging apps to your support workflow, you can resolve issues faster and have more satisfied customers. The support process starts with a customer finding a way to contact you. Messaging apps make it simple for customers to reach you. On certain apps, they can search for your business in-app and start a chat right away. You’ll save customers the hassle of finding an email address or phone number buried in the Contact Us webpage. ![This%20is%20an%20image%20of%20the%20Limitations%20of%20Using%20Legacy%20Channels%20in%20Support.%20Using%20legacy%20channels%20for%20Support%20will%20present%20issues%20like%20hard-to-access%20contact%20point%2C%20long%20wait%20times%2C%20lack%20of%20context%2C%20long%20Time%20to%20Resolution%20and%20lengthy%20quality%20assurance](https://images.ctfassets.net/ph8r57dk1q9w/IGnjiqlmZtjmNVDtLUjMf/6c843d758713f9f1d291f66881278c0e/BusinessMessaging05_0428725e7883e83f9be3e4b2bbcfb910.png) Once they start a chat, customers can continue the conversation immediately without having to wait in a queue because agents can handle several conversations simultaneously. With phone and web chat, customers have to wait for an agent to become available. To provide effective solutions to customer problems, agents must understand customer context through past conversations or behaviors. But this is easier said than done, especially on web chat, where visitors are usually anonymous. Thankfully, most messaging apps give you a name or phone number, allowing you to identify the person, gain context from past interactions and personalize the solution. ![This%20is%20a%20picture%20about%20the%20Advantages%20of%20Using%20Messaging%20Apps%20In%20Support.%20Instant%20messaging%20software%20offer%20accessible%20contact%20points%2C%20short%20wait%20times%2C%20allow%20personalized%20solutions%2C%20short%20time%20to%20resolution%20and%20shorter%20quality%20assurance%20process](https://images.ctfassets.net/ph8r57dk1q9w/2waHdJsZACSofwYABj4kTG/8071aaf28c888ead6bdacf05c0a64464/BusinessMessaging06_7f9e84f80d81f7ac27579ffdc957cf96.png) Keeping resolution time low is just as important as offering a quality solution. Messaging apps reduce the resolution time thanks to their fast-paced interactions. Email interactions are slower by comparison, so it takes a longer time to resolve a case. Support doesn't end with a case resolution. Managers need to review the conversation for quality assurance, like listening to the entire phone call recording. With messaging apps, managers can just glance over the text conversation to look for red flags. ![This%20is%20an%20image%20on%20how%20to%20choose%20the%20best%20chat%20apps%20for%20support.%20You%20should%20get%20a%20messaging%20app%20that%20supports%20in-app%20search%2C%20offers%20competitive%20messaging%20pricing%2C%20has%20long%20Messaging%20Window%20and%20supports%203rd%20party%20CRM](https://images.ctfassets.net/ph8r57dk1q9w/2TUj2tiu5EcIeR97NIfNiS/4693af9a0aedcc484c5fe24dbc80e400/BusinessMessaging07_812ae433ae76e49b0dd91359866b8f10.png) In summary, messaging apps make it easier for customers to find you, reduce wait times, enable personalized solutions, reduce resolution time and allow for speedy managerial reviews. It's clear why you should use messaging apps for support, but which one suits your company best? Here are the factors to consider: - In-app searches: To make customer support more accessible, choose a messaging app that lets customers search your business in-app. - Messaging fees: The messaging fees can add up if your support team deals with a large number of cases every day. You should carefully compare messaging prices across different apps. - Messaging window: Sometimes, it takes days to resolve a complex case. So, you should get a messaging app with no messaging window or at least one with a reasonably long messaging window. Respond.io is one of the few customer conversation management software that offers an extended Messaging Window of 7 days on Messenger. - Third-Party CRM: Similar to the sales use case, select a third-party software that supports multiuser functionality, offers AI tools to manage lead conversations automatically, reply to customers more effectively and more. The best messaging apps for customer support that check all the boxes are Facebook Messenger, Telegram and WeChat. They support in-app searches, offer free messaging, have no messaging window or have an extended one, and they can be integrated into a CRM or third-party software. | | Telegram | WeChat | Messenger | WhatsApp | | --- | --- | --- | --- | --- | | In-app Searches | Available | Available | Available | Available | | Messaging Fess | Free | Free | Free | Charges apply | | Messaging Window | No | Yes | Yes | Yes | | 3rd Party CRM Support | Available | Available | Available | Available | | Global Popularity | Limited | Limited | High | High | Keep in mind that Telegram and WeChat are only popular in niche markets such as Eastern Europe and China. In other regions, globally popular messaging apps like Facebook Messenger and WhatsApp can fulfill almost all the criteria we discussed above. If you connect WhatsApp or Facebook Messenger to respond.io, you can [message customers outside the messaging window](https://respond.io/blog/facebook-message-tag). Remember, messaging outside the messaging window will incur extra costs on WhatsApp, but it’s free on Facebook Messenger. Messaging apps like WhatsApp and Facebook Messenger improve support quality, reduce operational costs and more. Next, we’ll explore how messaging apps enhance the transactional notifications process. #### Best Messaging App for Business: Transactional Notifications Notifications have diverse uses in business, from notifying customers of shipment updates to announcing scheduled maintenance. Before we go over the best messaging apps for transactional notifications, let's review how they work. An enterprise resource planning (ERP) system is a central database that lies at the heart of every notification workflow. It detects all new events that occur on your website, like new orders. ![This%20is%20a%20an%20image%20on%20how%20Notifications%20work%20for%20a%20consumer%20messaging%20apps%20for%20business.%20An%20Enterprise%20Resource%20Planning%20%28ERP%29%20system%20is%20a%20central%20database%20that%20lies%20at%20the%20heart%20of%20every%20Notification%20workflow.%20It%20detects%20all%20new%20events%20that%20occur%20on%20your%20website.%20For%20instance%2C%20someone%20placing%20a%20new%20order.Once%20the%20ERP%20system%20detects%20an%20event%2C%20it%20will%20generate%20a%20Notification%20using%20a%20template%20and%20personalize%20it%20with%20customer%20information.%20With%20order%20confirmations%2C%20the%20Notification%20will%20include%20the%20customer%27s%20name%20and%20order%20number.%20The%20Notification%20will%20then%20be%20relayed%20to%20your%20Channel%20provider%20such%20as%20an%20SMS%20provider%20and%20ultimately%2C%20your%20customer.](https://images.ctfassets.net/ph8r57dk1q9w/32JW4MATvMyhTPP3NlDnx6/19b2a8e1a4dbac4f1e7334dcd4e48110/BusinessMessaging17_2644bc250d132f157cf17623e6dda985.png) Once the ERP system detects an event, it will generate a notification using a template and personalize it with customer information. With order confirmations, for instance, the notification will include the customer's name and order number. The notification will then be relayed to your channel provider, such as an SMS provider, and ultimately, your customer. While you may be accustomed to using SMS or emails for Notifications, messaging apps are a better option because they are more affordable than SMS and have a higher open rate than email. ![This%20is%20a%20picture%20on%20why%20you%20should%20use%20communication%20apps%20for%20business%20to%20send%20Notifications.%20You%20may%20be%20accustomed%20to%20using%20SMS%20or%20emails%20for%20Notifications%2C%20but%20messaging%20apps%20are%20a%20better%20option%20because%20they%20are%20more%20affordable%20than%20SMS%20and%20have%20a%20higher%20open%20rate%20than%20email.](https://images.ctfassets.net/ph8r57dk1q9w/7EQIJIzTZd7dqslNtNaeRm/67b94f8a018fa5a02acc44776e407f38/BusinessMessaging181_0ed146372e5e5cac1e81bd4b43daea0b.png) Messaging apps can reduce operational costs because many of them let you send notifications for free. By contrast, SMS providers charge a per-message fee, which can add up if you send many notifications. Plus, messaging apps have a higher open rate because people are constantly on messaging apps. Even if people miss the notification, they’ll see it when they go into the app. By contrast, email notifications often go unread because we don't check our inbox as often, and many of us turn off push notifications for emails. Clearly, messaging apps are a great way to send notifications. However, try not to bombard customers with too many notifications, as it can lead to them blocking you. And it’s good practice to ask your customers which app they prefer to receive notifications on. ![This%20is%20a%20picture%20on%20how%20to%20choose%20the%20best%20messenger%20app%20for%20Notifications.%20Go%20for%20one%20that%20use%20phone%20number%20as%20account%20ID%2C%20outreach%20enabled%20and%20support%203rd%20party%20CRM](https://images.ctfassets.net/ph8r57dk1q9w/1aOPg1atIKEgzF4rc5se6s/0dfd3db71013b6b37c1f00368af5bc8f/BusinessMessaging19_3a0f2f8ea6375df713e20289a3c1984d.png) Other than customer preference, here are the things you should consider when choosing a messaging app for Notifications: - Personal account ID: In cases where security is important, such as sending an OTP, you may prefer sending notifications with a messaging app that uses a phone number as the Personal account ID. - Outreach capability: Ideally, you should choose a messaging app that allows sending the first message. Otherwise, you’ll have to request your customers to message you first. - Third-party CRM: Go for a messaging app that supports third-party software integration. Respond.io enables you to send notifications on multiple messaging channels while providing flexible integrations with ERP systems. Remember, the software of your choice needs to be used in conjunction with your ERP system to send targeted notifications. The best chat app that ticks all the boxes is WhatsApp. It uses phone numbers as the Personal account ID and can be integrated into a CRM or customer conversation management software. Plus, WhatsApp allows sending the first message to customers who have opted in to receive notifications. | Personal Account ID | Outreach Capability | 3rd Party CRM Support | Global Popularity | | --- | --- | --- | --- | | Phone number | Limited | Available | High | Remember, WhatsApp only allows sending the first message with message templates. To start [sending message templates](https://help.respond.io/whatsapp/whatsapp-message-templates#sending_message_templates), [get a WhatsApp API account from respond.io](https://respond.io/blog/how-to-get-whatsapp-api) and start messaging customers on the world's most popular messaging App! ### Further Reading If you’re interested in exploring more about business messaging, check out these articles: - What is Business Messaging? - What is WhatsApp Business? - WhatsApp API Pricing: How To Choose a WhatsApp Partner ## [Best omnichannel marketing software for mid-market B2C teams ](https:/respond.io/blog/best-omnichannel-marketing-software) Mid-market B2C teams running revenue through WhatsApp, TikTok and Instagram lose conversions when the first response exceeds 5 minutes and lose ad spend to click-only attribution that can't tell buyers from browsers. This compares 9 platforms and explains why only respond.io closes both gaps, and what it costs your business if you choose a platform that doesn't. ### When does the wrong platform cost you revenue? The wrong [omnichannel platform](https://respond.io/blog/best-omnichannel-crm) creates four predictable failure points for mid-market B2C businesses running revenue through messaging: - Leads drop off because WhatsApp response time exceeds 5 minutes and there's no AI to cover the gap.Without an AI Agent handling first response, high-intent leads go cold before a human agent picks up — a direct conversion loss, not an efficiency complaint. - Meta and TikTok ad spend can't be attributed to actual sales, so budgets get cut or misdirected. Platforms without native CAPI or TikTok Lower Funnel Event integrations only send click data back to ad algorithms — which means your campaigns optimize for clicks, not buyers. - Agents juggle 3 separate tools, miss messages and customers repeat themselves on every channel. When WhatsApp, Instagram and TikTok live in separate inboxes, context breaks at every handoff. Customers who repeat themselves don't come back. - Marketing, sales and support are disconnected — a customer who already bought keeps receiving acquisition campaigns. Without two-way CRM sync, your stack can't tell the difference between a prospect and a paying customer. Companies with strong omnichannel engagement retain [89% of customers vs. 33%](https://wiserreview.com/blog/omnichannel-statistics/?utm_source=chatgpt.com#:~:text=4.%20Online%20research%20by%20Aberdeen%20Group%20shows%20that%20companies%20with%20strong%20Omnichannel%20strategies%20retain%20an%20average%20of%2089%25%20of%20their%20customers%20in%20comparison%20to%2033%25%20of%20companies%20with%20weak%20Omnichannel%20Customer%20Engagement.) for those running fragmented channel stacks. ### The 6 things mid-market B2C businesses get wrong when choosing a platform These are the six capabilities that separate a platform that closes the revenue loop from one that doesn't. Each one maps to a failure mode that costs mid-market B2C teams conversions or ad spend — and each is where the wrong platform choice shows up first: **1\. Scalability** — can it handle high message volumes across multiple regions or brands without degrading? Platforms that can't scale degrade response times during campaign spikes, which is exactly when first-response speed matters most. **2\. Unified inbox** — does it actually merge [conversations across channels](https://respond.io/blog/omnichannel-communication), or just display multiple disconnected tabs? Fragmented inboxes are why agents miss messages and customers repeat themselves — the direct cause of the context-loss failure. ![](https://images.ctfassets.net/ph8r57dk1q9w/6HTaWKGKMqWnWV9OT0VxZb/5c8174af1a0733b85c16b461c9a14f2c/chatsandcallsview__1___2___1_.jpeg) **3.** **Attribution** — can it connect Meta/TikTok ad spend to real conversation outcomes, not just clicks? Without conversation-level attribution, ad algorithms optimize for traffic, not buyers — the core reason ROAS can't be proven or improved. **4\. Reports & analytics** — does it unify cross-channel data into clear insights on campaigns, conversions and revenue? Platforms that report per-channel hide the drop-offs between channels where leads are actually going cold. ![](https://images.ctfassets.net/ph8r57dk1q9w/2pGYEmq1l9MxomymnjqxJo/e8f2e05b1babee3b2c3e54577ab05193/6e6de89bdfd85e86fc713240aa1963a5__1___1___2___1_.jpeg) **5\. CRM integration** — does customer data flow into [HubSpot](https://respond.io/integrations/hubspot), [Salesforce](https://respond.io/integrations/salesforce) or your own system automatically and in both directions? One-way or manual sync is why marketing keeps treating existing customers as new leads — a direct retention revenue loss. ![](https://images.ctfassets.net/ph8r57dk1q9w/7bmC2TOePtLUeDZaDOweDl/619588ac799f8b4f788e147f90645430/Respond.io_interface_illustrating_integration_with_tools_like_Hubspot_to_create_seamless_end-to-end_data_flow.__1_.jpeg) **6\. AI-powered automation** — can it qualify leads, route conversations and follow up automatically without added headcount? Without AI covering first response, every minute over 5 minutes is a conversion the platform is actively costing you. Research from Harvard Business Review shows that companies that respond within an hour of receiving an online query are [7x more likely](https://resources.rework.com/libraries/lead-management/lead-response-time?utm_source=chatgpt.com#:~:text=Here%27s%20the%20conversion%20drop%2Doff%20curve%20based%20on%20response%20time%3A) to have a meaningful conversation with a decision-maker. Omnichannel marketing platforms fall into three distinct categories. Understanding which category fits your business is the most important decision — more important than any individual feature comparison. | Category | Description | Platforms | | --- | --- | --- | | Conversation management platforms | Built for B2C businesses where revenue is generated through real-time customer conversations across messaging apps, calls and social channels. AI and automation manage inbound volume; attribution connects conversations to ad spend and outcomes. | Respond.io, Wati, ManyChat | | CRM-native marketing automation | Built around a CRM as the system of record, with marketing automation layered on top. Strongest for email nurturing, lead scoring and multi-step workflows. Best fit for teams where sales cycles run through a structured pipeline. | HubSpot, Salesforce Marketing Cloud, ActiveCampaign | | Enterprise personalisation & channel-specialist platforms | Built around a specific channel architecture or customer data model — mobile app events, cross-channel CDP or ecommerce behavioral data. Powerful for personalization and campaign optimization within their domain; not designed for real-time conversational revenue. | Braze, Insider, Klaviyo | ### The 9 best omnichannel marketing platforms These platforms fall across three distinct categories. The tools within each category share a core design philosophy — which means the most important decision is picking the right category for your business, not just the right feature set. | Platform | Category | Channels | AI capability | Attribution depth | ICP fit | | --- | --- | --- | --- | --- | --- | | Respond.io | Conversation management | WhatsApp, Instagram, TikTok, Messenger, Telegram, LINE, Viber, email, SMS, VoIP | Autonomous AI Agents: lead qualification, routing, follow-up, call handling | Native Meta CAPI + TikTok Lower Funnel Events — sends conversation outcomes (leads, bookings, sales) to ad platforms | Mid-market B2C running high-volume inbound conversations across messaging channels | | Wati | Conversation management | WhatsApp, limited Instagram | Rule-based automation; no autonomous AI Agents | No native CAPI or TikTok attribution | Small businesses starting out with WhatsApp only | | ManyChat | Conversation management | Instagram, Facebook Messenger, basic WhatsApp | Flow-based chatbot; no autonomous AI Agents or CRM actions | No native conversion-level attribution | Small businesses and creators running Instagram/Messenger DM automations | | HubSpot | CRM-native marketing automation | Email, SMS, web chat, social (WhatsApp peripheral) | Breeze AI: email drafting, CRM enrichment, workflow suggestions | Click and form-level attribution; no native CAPI | SMB/mid-market teams where email nurturing and CRM workflows drive conversion | | Salesforce Marketing Cloud | CRM-native marketing automation | Email, SMS, push, social, paid ads | Einstein AI: predictive content, send-time optimization | CRM-connected multi-touch attribution; no native CAPI for messaging | Enterprise brands already standardized on Salesforce | | ActiveCampaign | CRM-native marketing automation | Email, SMS, site messaging (WhatsApp via integration) | Broad automation with ML predictions; no autonomous AI Agents | Email/SMS send attribution; no native CAPI or TikTok integration | SMBs needing deep email automation and CRM at accessible pricing | | Braze | Enterprise personalisation | Push, in-app, email, SMS, web (WhatsApp limited) | Real-time event-driven AI for mobile lifecycle | App event and campaign attribution; no native CAPI for WhatsApp/TikTok | Mobile-first and app-led brands where push and in-app drive retention | | Insider | Enterprise personalisation | Web, email, push, SMS, WhatsApp (campaign-focused) | AI-driven predictive segmentation and product recommendations | Cross-channel digital attribution; campaign-level, not conversation-level | Large ecommerce enterprises needing AI personalization across web and digital channels | | Klaviyo | Enterprise personalisation | Email, SMS (WhatsApp not native) | Predictive AI for ecommerce segmentation and product recommendations | Email and SMS revenue attribution tied to Shopify events | DTC/ecommerce brands on Shopify where email and SMS drive the majority of revenue | #### Conversation management platforms If your revenue moves through real-time conversations (inbound WhatsApp messages, TikTok ad replies, Instagram DMs and calls) this is the category to evaluate. These platforms are the right fit when conversation volume is high, first response speed directly affects conversion and you need attribution that connects ad spend to actual sales outcomes, not just clicks. If your primary channel is email or your buying journey is campaign-led and self-serve, the CRM-native category is a better starting point. ##### 1\. Respond.io — Best for mid-market B2C teams driving revenue through conversations ![](https://images.ctfassets.net/ph8r57dk1q9w/38Qf0kjjaEWNnk43dTS3nC/c175b16cc395cc32388ab2647980dbb6/respondio__1___1___1___1___1_.jpeg) Respond.io is a **conversation management platform** for mid-market B2C businesses that run revenue through high-volume conversations across WhatsApp, TikTok, Instagram, Messenger and calls. Unlike campaign-first platforms, it is built for the full customer lifecycle — from ad-driven lead capture through to conversion and retention — with human agents and AI Agents working together in a single inbox. It integrates natively with HubSpot and Salesforce, complementing those systems rather than replacing them. **Key features:** - Unified omnichannel inbox for WhatsApp, WhatsApp Calling API, VoIP, Instagram, TikTok, Facebook Messenger, Telegram, LINE, Viber, email, SMS and custom channels - AI Agents that autonomously qualify leads, route conversations, handle inbound calls, update lifecycle stages, trigger workflows and leave internal comments — with configurable human handoff.AI Agents also receive ad attribution context from Meta Click-to-Chat and TikTok Messaging Ads, enabling campaign-aware qualification and routing from the first message. - AI Agents also receive ad attribution context from Meta Click-to-Chat and TikTok Messaging Ads, enabling campaign-aware qualification and routing from the first message. - Voice AI agents that answer inbound calls and log recordings and transcripts alongside chat history in the same thread - No-code visual Workflow builder with advanced triggers including ad replies, CRM data changes, webhooks and scheduled actions - Meta Conversions API (CAPI) and TikTok Lower Funnel Events for conversation-level attribution — tying ad spend to actual sales outcomes, not just clicks - Broadcast campaigns with audience segmentation, scheduling and personalization, with no markup on Meta's messaging fees - Customer lifecycle tracking to monitor funnel progression, identify drop-offs and measure conversion by channel, agent or campaign - Native integrations with HubSpot and Salesforce, with additional connections via Zapier, Make and n8n - WhatsApp Coexistence — run WhatsApp Business App and WhatsApp API on the same number simultaneously for zero-risk migration - 99.999% uptime, ISO 27001 certified, GDPR compliant, official Meta and TikTok partner, 24/5 live support on all plans **Best for:** Mid-market B2C businesses handling high-volume inbound conversations — particularly those running revenue through WhatsApp, TikTok ads and Instagram — that need AI, automation, lifecycle tracking and attribution to scale reliably. Common industries include retail, education, healthcare, professional services, automotive and travel. **Limitations:** - Not designed for cold outreach as a primary use case - Not suited for B2B pipeline management - Not the right fit for ecommerce brands where most revenue flows through email and on-site automation - Manages conversations and the customer lifecycle within chat (it is not a standalone CRM replacement) **Pros:** - 99.999% uptime maintained during high-volume campaign spikes - Single customer profile merges history across all channels, including calls - Monthly Active Contacts pricing means cost per contact decreases as volume grows — the opposite of most competitors - No markup on WhatsApp messaging fees, passed through at Meta's cost **Cons:** - Advanced automation and analytics features require initial technical configuration - Higher-tier plans required to unlock full AI and reporting capabilities **Ratings:** G2 4.8/5 · Capterra 4.7/5 **Pricing:** Starter from $99/month. Growth from $199/month for 10 users, including 1,000 Monthly Active Contacts, unlimited workflows, unlimited AI Agent usage and advanced reporting. WhatsApp messaging and calling fees are billed separately by Meta. ##### 2\. Wati — Best for small businesses starting out with WhatsApp marketing ![](https://images.ctfassets.net/ph8r57dk1q9w/3UiM6wwkJIQay3uuuQFCWi/52c7e12d3b00d41e26ddd60b32737894/wati_omnichannel_ai_sales_agent_messaging_graphic__1___1_.jpg) Wati is a WhatsApp-focused platform built for small to mid-sized businesses that primarily use WhatsApp for customer communication, support and basic marketing. As a starting point for businesses that only need WhatsApp and Instagram, Wati is easy to use and delivers reliable WhatsApp automation for simpler processes. However, its multichannel support is limited and its Instagram capabilities are still early-stage since the channel was only recently added. Businesses that rely on WhatsApp for marketing, sales and support workflows with quick setup will find Wati a capable entry point. But when channel mix or journey complexity grows, the platform's ceiling becomes apparent. **Key features:** - Shared team inbox for WhatsApp and basic Instagram DMs - Broadcast campaigns with template management for WhatsApp - Basic workflow automation for routing, auto-replies and FAQ handling - Native integrations with HubSpot and Salesforce for CRM data access - Simple onboarding suitable for non-technical teams - Per-user pricing starting at $99/month for the Pro plan **Best for:** Small businesses that rely primarily on WhatsApp for customer communication and need a simple, affordable shared inbox with basic broadcast and automation capabilities. **Limitations:** - Workflows only support WhatsApp — automation across other channels is not available - Rule-based automation has no AI Agent capability; inbound volume that exceeds agent capacity goes unanswered with no autonomous fallback for first response - No tool to track and manage leads through the funnel - Reporting is relatively basic — covers message volume, operator performance and ticket resolution times without deeper attribution - No CAPI or TikTok attribution integration; teams running paid campaigns on Meta or TikTok cannot connect ad spend to actual sales outcomes - Customer support only available Monday to Friday within IST business hours - Pricing scales with user count, which can increase costs quickly as teams grow **Pros:** - Easy to set up and use for non-technical teams - Reliable WhatsApp automation for simple workflows - Affordable entry point for small teams **Cons:** - No true multichannel support beyond WhatsApp and limited Instagram - No lifecycle or funnel tracking - Automation depth limited to WhatsApp only **Ratings:** G2 4.6/5 · Capterra 4.5/5 **Pricing:** Pro plan from $99/month for 5 users, with additional users charged separately. ##### 3\. ManyChat — Best for small businesses automating Instagram and Messenger flows ![](https://images.ctfassets.net/ph8r57dk1q9w/6d09cB4zxTGtxZnzmwODlK/92d7239badf730a625673eb65177ec54/image__30___1_.png) ManyChat is a flow-based chatbot platform built for small businesses running social commerce automations on Instagram and Facebook Messenger. Businesses that have used ManyChat for social media marketing automations often move on when they need to scale beyond those channels or require more advanced automation and AI capabilities. ManyChat is effective for simple lead capture flows, DM automation and comment-triggered replies — but its design is optimized for social media marketing rather than full-funnel conversation management. **Key features:** - Visual flow builder for Instagram DM and Facebook Messenger automations - Comment-to-DM and keyword-triggered reply automations - WhatsApp integration available, though more limited than its core Instagram and Messenger capabilities - Basic broadcast and campaign functionality for opted-in contacts - Shopify and ecommerce integrations for social commerce flows - Contact-based pricing accessible for small teams and creators **Best for:** Small businesses and content creators running Instagram DM automations, comment reply flows and basic Messenger campaigns — particularly for social commerce and lead capture from organic social content. **Limitations:** - Not designed for high-volume inbound conversation management, multi-agent team workflows or lifecycle tracking across the customer journey - Flow-based automation cannot take CRM actions, update lifecycle stages or route dynamically based on contact data — hits a ceiling the moment a business needs agents and AI to collaborate on a single thread - AI capabilities are flow-based rather than autonomous; does not support AI Agents that can take actions, update CRM data or handle calls - No conversion-level attribution — campaigns on Meta or TikTok cannot be connected to actual sales outcomes, leaving teams with no closed-loop signal to optimize against - Businesses outgrow ManyChat when business size, channel mix or journey complexity increases **Pros:** - Simple visual flow builder accessible for non-technical users - Effective for Instagram and Messenger comment and DM automation - Affordable entry point for social-first small businesses **Cons:** - Limited beyond Instagram and Messenger - No autonomous AI Agents, lifecycle management or attribution - Not suited for scaling teams managing high inbound volumes **Ratings:** G2 4.6/5 · Capterra 4.6/5 **Pricing:** Free plan available. Pro plan from $15/month. Scales with contact count. #### CRM-native marketing automation If email nurturing, lead scoring and structured pipeline management are the primary ways your team converts leads, this is the category to evaluate. These platforms are the right fit when the sales cycle runs through a CRM-tracked pipeline, most contact engagement happens via email or SMS and your team's conversion workflow doesn't depend on real-time first response to inbound messages. If WhatsApp, TikTok or Instagram DMs are where your revenue conversations happen, these platforms will not handle that volume natively — evaluate the conversation management category instead. ##### 4\. HubSpot Marketing Hub — Best for SMB and mid-market teams wanting CRM and email automation in one place ![](https://images.ctfassets.net/ph8r57dk1q9w/7h8xJzy5KDSxsHgFypXC0f/74bcc892462c17eb5fb40e24b0dc311e/Screen_Shot_2018-11-27_at_1__1_.webp) HubSpot Marketing Hub is a broad inbound marketing and CRM platform built around email, web chat and SMS. It works best for teams that want a shared system across marketing, sales and support — particularly for content-driven lead generation and email nurturing. CRMs like HubSpot serve as a single source of truth for contact records, pipelines and activities. [Respond.io](http://Respond.io) integrates with it natively — giving agents direct access to HubSpot data inside the [respond.io](http://respond.io) inbox without switching platforms. HubSpot's Breeze AI is strongest for email drafting and CRM workflow automation. Its real-time messaging capabilities are limited compared to platforms built for conversation-first revenue. **Key features:** - Email marketing, landing pages, forms, social publishing and ad management in a single platform - Visual workflow builder for email nurturing, lead scoring and CRM-triggered automation - Breeze AI for email drafting, CRM enrichment and workflow suggestions - Web chat and SMS alongside email, though messaging channels are not the primary design focus - Native CRM with full contact history, deal tracking and pipeline visibility across sales, marketing and service - Over 1,000 integrations through the HubSpot App Marketplace - Contact-based pricing tiers that scale with list size **Best for:** SMB and mid-market teams that want a unified platform for email marketing, CRM and inbound content — particularly those with B2B-influenced buying journeys or longer nurture cycles where email sequences and CRM workflows do most of the conversion work. **Limitations:** - More commonly used by B2B businesses; B2C businesses relying on social media and instant messaging need different tools - Native support for WhatsApp, TikTok and high-volume inbound conversation management is limited - Contact-based pricing grows expensive as databases scale **Pros:** - Strong all-in-one CRM and marketing ecosystem with fast time to value - Extensive integration marketplace - Accessible for teams without deep technical expertise **Cons:** - Full automation capabilities require higher-tier plans - Limited native support for WhatsApp and TikTok messaging channels - Cost escalates significantly with contact list size **Ratings:** G2 4.4/5 · Capterra 4.5/5 **Pricing:** Free plan available. Starter plans from ~$20/month. Professional and Enterprise plans scale into the hundreds and thousands per month depending on contact tier. ##### 5\. Salesforce Marketing Cloud — Best for enterprise brands with existing Salesforce dependency ![](https://images.ctfassets.net/ph8r57dk1q9w/7ehLgaBIcvJ7e8JgFRay0h/d7883b55015fac50ce67554bd6d0ad7d/audiencestudio__1_.png) Salesforce Marketing Cloud is an enterprise marketing suite built around email, SMS, push, social and paid advertising — with deep integration into Salesforce CRM via Einstein AI. Across high-ranking posts for "best omnichannel marketing software," Salesforce Marketing Cloud consistently appears as the top choice for enterprise brands already standardized on Salesforce. Salesforce is one of the most popular CRMs for contact records and pipeline management — and [respond.io](http://respond.io) integrates with it natively for teams that run both platforms together. **Key features:** - Journey Builder for complex, multi-touch customer journeys across email, SMS, push and paid channels - Einstein AI for predictive content, send-time optimization and CRM-powered personalization - Data Cloud integration for customer data aggregation and audience segmentation at enterprise scale - Native Salesforce CRM sync for unified marketing, sales and service intelligence - Account engagement (formerly Pardot) for B2B marketing automation and lead scoring - Enterprise custom pricing, typically suited to 500+ seat organizations **Best for:** Enterprise brands already deeply invested in the Salesforce ecosystem that need complex journey orchestration across traditional digital channels and have dedicated technical and implementation resources. **Limitations:** - Steep implementation requirement — most organizations need specialist support or Salesforce partner involvement - Not built for real-time conversational channels like WhatsApp, TikTok or Instagram messaging - High cost floor makes it unsuitable for mid-market businesses - AI capabilities are most powerful when the full Salesforce stack is in place **Pros:** - Unmatched CRM and data integration for Salesforce-first organizations - Advanced AI and predictive analytics at enterprise scale - Deep multi-channel journey orchestration **Cons:** - Among the highest implementation and ongoing costs in the category - Requires dedicated technical resources and often external consultants - Not suited for real-time conversational sales **Ratings:** G2 4.0/5 · Capterra 4.2/5 **Pricing:** Enterprise custom. Contracts typically start in the tens of thousands of dollars annually. ##### 6\. ActiveCampaign — Best for SMBs wanting deep email automation and CRM without enterprise pricing ![](https://images.ctfassets.net/ph8r57dk1q9w/7ezKjbjXaGg5IGNxFPi4kw/566c5228c0a3555bf60a6ac018130ed2/activecampaign-dashboard__1_.webp) ActiveCampaign is a marketing automation and CRM platform built for small to mid-market businesses that need sophisticated email workflows at accessible price points. Its visual automation builder supports complex branching logic across email, SMS and site messaging, with a built-in CRM for pipeline visibility. ActiveCampaign integrates with respond.io via Zapier — a common pairing for teams that run email automation alongside messaging-channel management. **Key features:** - Visual automation builder with advanced conditional logic, branching and CRM-triggered actions - Email marketing, site messaging and SMS in a single workflow environment - Built-in CRM with pipeline management, lead scoring and deal tracking - Deep segmentation and tagging for precise audience targeting - Over 900 integrations including ecommerce, webinar and CRM platforms - Contact-based pricing at mid-market rates **Best for:** SMBs that need sophisticated email automation, lead nurturing and CRM in one tool — particularly those managing longer sales cycles where email sequences and follow-up workflows do most of the conversion work. **Limitations:** - Limited native support for WhatsApp, TikTok, Instagram or other high-volume messaging channels - Not designed for real-time conversational sales - AI capabilities are broad but early-stage compared to platforms built specifically for conversation or ecommerce contexts **Pros:** - Strong visual automation with broad workflow depth at accessible pricing - Built-in CRM removes the need for a separate pipeline management tool **Cons:** - Limited native messaging channel support beyond email and SMS - Lower-tier plans restrict access to advanced features **Ratings:** G2 4.5/5 · Capterra 4.6/5 **Pricing:** Starts at ~$15/month for basic email automation. Mid-tier plans with full automation and CRM range from $49–$149/month depending on contact count. #### Enterprise personalisation & channel-specialist platforms These platforms are each built around a specific channel architecture or customer data model. Braze is engineered for mobile app event streams. Insider is built around a cross-channel CDP for enterprise ecommerce. Klaviyo is designed specifically for Shopify-native email and SMS campaigns. They consistently appear in rankings for "best omnichannel marketing software" because they cover many channels — but their design logic is campaign outreach and personalization at scale, not real-time inbound conversation management. For businesses running revenue through conversations, these platforms serve a different function. ##### 7\. Braze — Best for mobile-first and app-led brands where push and in-app messaging drive engagement ![](https://images.ctfassets.net/ph8r57dk1q9w/6QH6oX3NSxQlBewziGLJUZ/133a6088de94d475688ba7af9c7011d7/1_-J6V7v6AYeRzfAMf-p_v5A__1_.png) Braze is a customer engagement platform designed for brands where mobile push notifications, in-app messaging and real-time event-driven journeys are the core of the customer experience. Braze belongs in the category of multi-touch outbound and broadcast campaign management — not in the category of omnichannel platforms designed for inbound conversational sales. Its Canvas journey builder handles complex lifecycle sequences and is engineered to process high volumes of real-time behavioral events from mobile apps. **Key features:** - Canvas journey builder for cross-channel lifecycle orchestration across push, in-app, email and SMS - Real-time event processing for immediate, behavior-triggered messaging - Advanced mobile lifecycle capabilities including in-app messaging, push notifications and content cards - Audience segmentation and A/B testing for high-volume, data-rich app environments - Strong multichannel campaign capabilities for email, push and mobile **Best for:** Mobile-first or app-led brands — in media, travel, subscription services and consumer apps — where push notifications and in-app journeys are the primary retention channels and real-time event data drives campaign logic. **Limitations:** - Not built for WhatsApp, TikTok or conversational inbound sales - High cost floor and significant implementation complexity limit suitability for mid-market businesses - Steep learning curve, higher cost and slower onboarding are consistent drawbacks reported by users **Pros:** - Strong real-time event processing and mobile lifecycle capabilities - Effective AI-driven personalization for campaign-focused teams **Cons:** - Steep learning curve and complex onboarding - High cost — typically suited to larger organizations - Not designed for inbound conversational sales **Ratings:** G2 4.5/5 · Capterra 4.3/5 **Pricing:** Custom quotes only. The average cost reported across review platforms starts from tens of thousands of dollars annually. ##### 8\. Insider — Best for enterprise ecommerce brands wanting AI-driven personalisation across web and offline channels ![](https://images.ctfassets.net/ph8r57dk1q9w/23KYfxU8MYcef0zOfvxtyP/2c8ff16bfd57287a8a2d01c0e2cb2182/Screenshot_2026-04-02_at_2.09.07â__PM.png) Insider is an enterprise customer data and experience platform for large ecommerce brands that need AI-driven personalization across web, email, push, SMS and WhatsApp. Its cross-channel CDP enables predictive segmentation and journey orchestration with strong online and offline data integration. Insider consistently appears in top-ranking posts for "best omnichannel marketing software" as the platform for enterprise brands that need the widest channel footprint with a unified data layer underneath. Platforms at this tier are powerful for cross-channel campaign personalization — but their architecture is built for campaign optimization, not real-time agent-managed conversations. **Key features:** - Cross-channel CDP that unifies online and offline customer data for advanced audience segmentation - AI-powered journey orchestration with predictive segmentation and next-best-action recommendations - Web personalization, push notifications, email, SMS and WhatsApp campaign support - Product recommendation AI and behavioral targeting for ecommerce conversion optimization - Strong analytics and attribution across digital channels **Best for:** Large ecommerce brands with complex multi-channel data needs that want AI-driven personalization across web, email and digital channels — where the primary goal is campaign optimization and on-site conversion at scale. **Limitations:** - Not built for real-time conversational sales - WhatsApp support is oriented toward campaign delivery, not a managed inbox with human agents and lifecycle tracking - Enterprise pricing and implementation complexity make it unsuitable for most mid-market businesses **Pros:** - Strong cross-channel CDP with powerful AI-driven segmentation - Wide channel coverage including web, email, push, SMS and WhatsApp campaigns **Cons:** - Enterprise pricing and complex implementation - WhatsApp capability is campaign-focused, not conversation management - Not suited for mid-market teams or real-time inbound conversational sales **Ratings:** G2 4.7/5 · Capterra 4.6/5 **Pricing:** Enterprise custom. Contact Insider's sales team for a quote. ##### 9\. Klaviyo — Best for ecommerce and DTC brands on Shopify where email and SMS drive revenue ![](https://images.ctfassets.net/ph8r57dk1q9w/4QnyiHztECHK9MyTPIhVkm/22d98922f2e38ca0a30c5f34204eadbc/banner_image__1_.png) Klaviyo is an ecommerce-native marketing automation platform built primarily around email and SMS. It connects deeply with Shopify and similar platforms to enable product-based triggers, behavioral segmentation and revenue attribution within email-first workflows. Marketing automation tools like Klaviyo segment audiences and run campaigns across email and SMS — but are more relevant for ecommerce contexts than for B2C businesses where revenue runs through real-time messaging conversations. **Key features:** - Deep Shopify and ecommerce integration with native support for order events, product triggers and behavioral data - Predictive segmentation and product recommendation AI built for email-first ecommerce workflows - Pre-built automation flows for welcome series, post-purchase, cart abandonment and win-back - Email and SMS campaigns with advanced personalization and audience targeting - Revenue attribution tied directly to email and SMS sends - Contact-based pricing predictable for list-driven campaign models **Best for:** DTC and ecommerce brands on Shopify where email sequences and SMS campaigns drive the majority of customer revenue and the buying journey is primarily digital and self-serve. **Limitations:** - Email and SMS only — does not natively support WhatsApp, TikTok, Instagram messaging or real-time conversational sales - Not designed for businesses where revenue runs through high-volume inbound messaging conversations - Pricing escalates quickly with list and contact volume **Pros:** - Purpose-built for ecommerce with deep behavioral data and product-level personalization - Strong pre-built flows ready to launch quickly - Predictable pricing for list-driven campaigns **Cons:** - No native WhatsApp, TikTok or Instagram messaging support - Pricing escalates quickly with contact volume **Ratings:** G2 4.6/5 · Capterra 4.6/5 **Pricing:** Free plan for up to 250 contacts. Paid plans scale based on active profile count and message volume. ### How to choose the right omnichannel marketing platform for your business Use these four scenarios to self-select. Each includes an explicit not-for condition — the wrong choice in each scenario will cost you either capability, budget or both. 1. Your growth comes from WhatsApp, Instagram, TikTok or Messenger conversations → Respond.io. Not the right fit if your primary channel is email or if you're running an enterprise CDP stack. 2. You're an SMB wanting CRM + email + basic automation in one place → HubSpot or ActiveCampaign. Not ideal if WhatsApp or messaging apps are your primary sales channel — neither is built for real-time conversational workflows at volume. 3. You run a Shopify/DTC brand and email + SMS is your main channel → Klaviyo or Omnisend. Not built for conversational sales, real-time chat or WhatsApp attribution. 4. You're an enterprise with heavy Salesforce dependency and complex multi-touch journeys → Salesforce Marketing Cloud or Adobe Experience Cloud. Overkill and over-budget for most mid-market B2C teams —implementation timelines and licensing costs are sized for 500+ employee organisations. ### How mid-market B2C teams closed the attribution gap with respond.io #### Noonmar: 40% more new customers in one month [Noonmar](https://respond.io/customers/noonmar-increases-new-customers) is a Turkish e-commerce marketplace selling internationally across health, beauty, jewelry and home décor — with customers acquired through click-to-chat ads on Facebook, Instagram and TikTok. **The problem:** Multiple channels fed into a single inbox, but there was no visibility into which ads were actually driving sales. There was no understanding of where leads were dropping off, and no way to prove ROI on ad spend. **The solution:** Noonmar implemented Meta CAPI and TikTok Lower Funnel Events via respond.io to send real conversion signals back to the ad platforms, and added lifecycle tracking so agents could immediately see where each contact stood in the buying journey. Broadcasts and personalized reactivation campaigns were then used to re-engage cold leads and drive repeat purchases. **The results:** - 40% more new customers in one month - 20% increase in conversions - Higher ROAS without increasing ad spend #### Lamarsa Coffee: 50% sales growth across 6 countries [Lamarsa Coffee](https://respond.io/customers/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50), a specialty coffee equipment retailer, manages customers across Malaysia, Singapore, Thailand, Hong Kong, the Philippines and Australia — all through WhatsApp, Instagram and Messenger. **The problem:** Six markets meant fragmented communication and inconsistent response times across teams. There was no unified view of customers, regardless of which channel or country they came from. **The solution:** Respond.io unified all channels and markets into a single inbox, with automated routing to direct customers to the right regional team and language. Workflow automation standardized the process across all six countries, eliminating the manual overhead that had been slowing responses. **The results:** - 50% increase in sales - 38% faster response times - Consistent customer experience across 6 markets **The omnichannel takeaway:** Scaling across markets doesn't require more tools — it requires one system that maintains process consistency and customer context regardless of channel, country or agent. #### ParcelDaily: 60% more conversions [ParcelDaily](https://respond.io/customers/parcel-daily-boosts-conversions-60-percent) is a Malaysian courier service with 10,000+ monthly users across WhatsApp, Messenger, Instagram and TikTok. **The problem:** All four channels ran in silos across separate teams and numbers, with no unified view and no way to connect ad spend to actual revenue outcomes. **The solution:** Respond.io unified all channels into a single routed inbox and connected Meta CAPI and TikTok Lower Funnel Events to feed real conversion signals (confirmed bookings) back to the ad platforms. AI Agents were deployed to handle upfront information collection automatically. **The results:** - 60% more conversions - 35% more leads from Facebook and TikTok - 10% lower cost per lead on Meta - Faster response times without adding headcount **The omnichannel takeaway:** The lift didn't come from being present on more channels — it came from closing the loop between those channels and measurable business outcomes. ### Respond.io — best omnichannel marketing platform for mid-market B2C conversation growth Respond.io is purpose-built for mid-market B2C businesses whose revenue runs through conversations, not campaigns. Where other platforms bolt messaging onto a campaign or CRM stack, respond.io is architected around the conversation as the primary revenue unit — which means the failure points other platforms create (slow first response, dark attribution, lost context across channels) are structural fixes here, not workarounds. - Unified inbox: WhatsApp, WhatsApp Calling, Instagram, TikTok, Facebook Messenger, Telegram, LINE, Viber, email, SMS and VoIP — all in one workspace. Agents never switch tabs. Full conversation history is always present regardless of which channel the customer used, including calls. - AI Agents: Qualify leads, answer FAQs, route conversations to the right human and follow up automatically — no coding required to update with new products, languages or regions. AI Agents run 24/7 so high-intent inbound conversations don't go cold waiting for a human. - Meta CAPI + TikTok Lower Funnel Events: Respond.io sends real conversation outcomes — leads, bookings, confirmed sales — back to Meta and TikTok, not just ad clicks. This closes the attribution gap and lets ad algorithms optimize for actual buyers instead of traffic. Noonmar gained 40% new customers in one month after implementing CAPI on respond.io. - CRM integrations: Connects natively to HubSpot, Salesforce, Google Sheets and via Zapier, Make and n8n — customer data flows both ways so agents always have full context without switching platforms. - Scalability and pricing: Monthly Active Contacts pricing means cost per contact decreases as conversation volume grows — the structural opposite of per-user or contact-block models. 99.999% uptime. Multi-region and multi-brand support with role-based access. ### Further reading Have a look at these articles to learn more about omnichannel for B2C - 10 Best Omnichannel CRM Platforms: Features & Pricing Compared - How to Use an Omnichannel Retail Strategy to Drive Engagement and Sales - Omnichannel Widget: Everything You Need to Know about Omnichannel Chat Widget ## [Best software to manage customer interactions (2026)](https:/respond.io/blog/best-software-to-manage-customer-interactions) Customer interaction software in 2026 must unify channels, preserve context and automate routine work. Learn what to look for and compare the top 10 tools in 2026. If you choose the wrong customer interaction software, you'll miss leads, lose revenue from slow replies, and waste time rebuilding context across channels. At its simplest, customer interaction software helps businesses [manage every channel](https://respond.io/blog/omnichannel-communication) through which customers talk to them. WhatsApp, email, live chat, Instagram, Messenger, calls and whatever comes next. Instead of bouncing between tools, teams work from one system built around conversations. Below, we cover why these platforms matter for mid-market B2C teams more than ever, how to choose the right type, what features are worth caring about and which tools actually hold up in 2026. ### Why customer interaction software matters more than ever in 2026 The challenge is no longer message volume. It is fragmentation. Customers move across channels, but most teams still manage each one separately, which breaks context and slows responses. Most teams do the opposite. Sales live on WhatsApp. Support lives in email. Marketing owns Instagram. The problems this causes are glaring owing to the lack of a single source of truth. But customer interaction software exists to stop that messiness. ![Visual%20definition%20of%20customer%20interaction%20software%2C%20illustrating%20how%20modern%20platforms%20unify%20conversations%2C%20automate%20routine%20customer%20service%20tasks%2C%20and%20preserve%20conversation%20context%20across%20messaging%20and%20support%20channels.](https://images.ctfassets.net/ph8r57dk1q9w/6V0S7XB7bb7l6MnLBDJGfe/0dba18251bbe2a3b569c0ccf30079ac0/Practical_Guide___Best_software_to_manage_customer_interactions_in_2026_-_Image_01.png) In the background, automation does the routine work. Routing, tagging, follow-ups, escalations. AI assists with replies, summaries and intent detection so humans can stay focused on the parts that actually need judgment. Most importantly, these platforms build a single customer story. Every message, call and action sits on one timeline. That matters when deals stretch over weeks or when a support issue keeps resurfacing. Platforms like respond.io are built around this reality: Conversations first, systems second. ### How to choose a customer interaction software Not all customer interaction software is trying to solve the same problem. Before comparing tools, buyers should answer three questions. First, which conversations drive the most revenue or customer retention — lead capture, real-time support or outbound engagement. Second, where customer data should live so teams are not copying updates between systems. Third, how much complexity the team can realistically manage without slowing rollout. If messaging, fast handovers and lifecycle visibility matter most, a conversation-first platform usually unlocks value faster. If formal queues or campaign orchestration matter more, a support-first or engagement-first system is often the better fit. | Type of tools | Description | | --- | --- | | Customer conversation platforms | Centralizes live customer conversations across messaging channels and helps teams respond, route and follow up from one shared inbox. | | Customer support systems | Organize customer issues into tickets so support teams can prioritize, track and resolve requests at scale. | | Customer engagement platforms | Powers outbound messaging and lifecycle campaigns, with automation focused on reach and consistency rather than live conversation handling. | #### #1 Customer conversation platforms (omnichannel, chat + call-first) Conversation platforms like respond.io are built for real-time messaging. They are designed for teams that sell, support and onboard through chats and calls. These tools prioritize shared inboxes, fast replies, automation and context. They feel natural when conversations bounce between WhatsApp, Messenger, Instagram and live chat. So if messaging is how your business runs day-to-day, this is where you start. #### #2 Customer support systems (ticketing and case management) Support systems are built around tickets, queues and cases. They are excellent for structured issue resolution and large support teams handling high volumes of requests. Tools like this prioritize workflows, escalation rules and reporting over live conversation flow. Messaging support exists, but it is often layered on top of a ticketing model. They work best when customer issues are formal, repeatable and handled primarily by support teams. #### #3 Customer engagement platforms (marketing automation) Engagement platforms focus on outbound communication. Campaigns, journeys, segmentation and personalization at scale. They are great for lifecycle marketing, notifications and long-term engagement. Live conversations usually play a smaller role or rely on integrations. These tools make sense when marketing-led communication is the main driver and real-time chat is secondary. Customer conversation management platforms focus on managing customer interactions in real time across channels, while ticketing systems and engagement platforms usually optimize for cases or campaigns rather than continuous two-way conversations. ### What to look for in customer interaction software Knowing the category of customer interaction software you need is only step one. Step two is understanding which specific features to look for. ![Illustration%20of%20customer%20interaction%20software%20must-have%20features%2C%20including%20a%20unified%20inbox%20for%20managing%20conversations%2C%20omnichannel%20support%20across%20messaging%20platforms%2C%20AI%20for%20automating%20customer%20interactions%2C%20and%20CRM%20integrations%20to%20sync%20customer%20data%20and%20conversation%20history.%0A%0AWhy%20this%20works%3A](https://images.ctfassets.net/ph8r57dk1q9w/5mevlisvgiNM9iPVpIZGbl/4728200b6049dbb8d8c30a922a6af452/Practical_Guide___Best_software_to_manage_customer_interactions_in_2026_-_Image_02.png) **Unified inbox with full customer context:** Every conversation should land in one shared inbox with a single customer timeline. If agents have to jump tools or ask customers to repeat themselves, the system has already failed. **True omnichannel support:** Native support for WhatsApp, VoIP, Messenger, Instagram, email and other popular channels keeps context intact. Patchwork integrations break handovers, reporting and trust faster than teams expect. **AI Agents and automation that move conversations forward:** Modern platforms should do more than suggest replies. They should identify intent, qualify leads, update lifecycle stages, route conversations by purpose and generate summaries for handovers. That helps teams respond faster, protect conversion and keep sales or support follow-up from stalling when a conversation changes hands. Customer conversation management platforms are designed to do all of this without requiring teams to manage multiple disconnected tools. Respond.io is a customer conversation management platform with omnichannel routing automation and lifecycle tracking for managing customer interactions at high volume. **CRM integrations that actually stay in sync:** Conversation data should not live in isolation. When a customer is qualified, escalated or moved to a new stage, the platform should push that update back to the CRM and sync lifecycle data automatically. That gives managers a clear view from first message to outcome and reduces manual admin for frontline teams. **Pricing clarity that teams can actually forecast:** Entry price alone is not enough. Buyers should compare whether cost is charged per seat, tied to AI usage or based on Monthly Active Contacts (MAC). Per-seat pricing can rise quickly when sales, support and operations all need access, while usage-based AI fees and quote-only pricing make budgeting harder before rollout. MAC pricing is often easier for mid-market B2C teams to forecast because cost follows the number of customers they actively engage across WhatsApp and other key messaging, social, voice and email channels. ![Diagram%20showing%20essential%20customer%20interaction%20software%20capabilities%20for%20scale%2C%20highlighting%20reporting%20and%20analytics%2C%20platform%20scalability%20for%20growing%20teams%2C%20and%20security%20features%20to%20protect%20customer%20data%20and%20conversations.](https://images.ctfassets.net/ph8r57dk1q9w/70TlOzo3k1cWsdiOMoWspK/968b0b290a712f91787494aa36e28774/Practical_Guide___Best_software_to_manage_customer_interactions_in_2026_-_Image_03.png) **Analytics that show what is really happening:** Response time, resolution speed, conversion rates and agent performance should be visible without exporting spreadsheets. If reporting feels like a project, teams stop using it. **Scalability that holds up under pressure:** Message spikes happen during campaigns, outages and launches. Your inbox should stay reliable when traffic does not. **Security and compliance that do not get in the way:** Access controls, audit logs and data protection should be built in, not added as an afterthought. Strong security should feel invisible to the team using it. ### Comparison table: Top customer interaction software Let’s now compare some of the best customer interaction software options in the market. | Software | Category | Best for | Pros | Cons | | --- | --- | --- | --- | --- | | respond.io | Customer conversation platform | Teams managing high-volume chat and calling with automation and AI | Omnichannel inbox, strong automation, AI agents that take action, chat and voice in one workspace | Requires setup to unlock full value | | Kommo | Customer conversation platform | Chat-led sales teams that want conversations tied to pipelines | Messaging and CRM tightly linked, visual pipelines, simple automation | Limited depth for complex workflows | | Freshchat | Customer conversation platform | Support and success teams that want fast live chat | Modern chat experience, easy setup, good Freshworks ecosystem fit | Less flexible for advanced omnichannel use | | Sleekflow | Customer conversation platform | Small teams handling messaging across multiple channels | Clean UI, quick onboarding, no-code automation | Platform performance can be limiting at scale | | Zendesk | Customer support system | Large support teams running structured ticketing workflows | Mature ticketing, robust reporting | Cost and configuration overhead | | Salesforce Service Cloud | Customer support system | Enterprises needing deep service workflows and CRM control | Highly configurable, powerful case management, strong data model | Heavy implementation and admin effort | | Freshdesk | Customer support system | Teams wanting ticketing that balances power and ease of use | Good value, quick rollout, solid automation | Advanced customization gated behind higher tiers | | HubSpot Service Hub | Customer engagement platform | Teams already using HubSpot across sales and marketing | CRM-native service tools, easy automation, shared customer view | Costs scale quickly with advanced features | | Zoho | Customer engagement platform | Budget-conscious teams needing broad engagement tools | Wide suite coverage, flexible pricing, many integrations | Can feel complex due to breadth | | Braze | Customer engagement platform | B2C teams running large-scale lifecycle campaigns | Powerful orchestration, deep segmentation, built for scale | Not designed for live customer conversations | ### Top 10 customer interaction software in 2026 This shortlist prioritizes tools that centralize customer conversations, support AI Agents and automation, connect to CRM and sync lifecycle data automatically, and help mid-market B2C teams manage messaging and voice without losing context. The platforms below are grouped by how teams use them in practice so buyers can compare them against conversion, support and retention needs instead of feature volume alone. #### Category 1: Customer conversation platforms These tools are built for real-time messaging. They shine when sales, support and operations teams share one inbox and need conversations to move quickly without losing context. ##### Respond.io ![Image%20depicting%20respond.io%27s%20inbox.%20](https://images.ctfassets.net/ph8r57dk1q9w/3pHkJiibUCNJen94Xm6Kki/4c171253c31490d87468b9a60fa9ff8a/respondio.png) Respond.io is a customer conversation management platform with omnichannel routing automation and lifecycle tracking for teams managing high-volume customer interactions across messaging and voice. Messages, calls, automation and AI all work together so conversations do not break when customers switch channels or context. ###### Pros - Unified inbox for WhatsApp, Messenger, Instagram, TikTok, Telegram, email, web chat and VoIP - AI agents that reply to chats and calls to qualify leads, answer questions using approved knowledge and escalate with context - Workflow automation for routing, follow-ups, surveys and system updates - Voice and chat are handled in the same inbox without losing customer history - Native CRM integrations including HubSpot and Salesforce - AI reply suggestions to speed up and standardize responses - Test environment for AI agents before going live - GDPR and ISO 27001 compliance with high platform reliability ###### Cons - Requires thoughtful setup and process design to unlock full value across teams ###### Customer sentiment Frequently praised for its unified inbox and automation depth, with some users noting a learning curve during initial setup. - G2 rating: 4.8/5 - Capterra rating: 4.6/5 ###### Pricing [Respond.io](http://Respond.io)’s Growth plan is priced at $199 per month and supports up to 10 users. It features unlimited AI agent usage, advanced automation and full access to the omnichannel inbox. ##### Kommo ![Screencap%20showing%20Kommo%27s%20UI.](https://images.ctfassets.net/ph8r57dk1q9w/2Gpu0kw0o7RAdUarXAqFjb/a2f42ee155d13ec542a6b87c9a8218df/kommo.png) Kommo is built for teams that sell through chat and want customer interactions tied directly to a pipeline. Conversations live next to deal stages, so reps can see what is happening, what is stuck and what needs a follow-up. ###### Pros - Unified inbox that connects common messaging channels to a shared workspace - Visual pipelines that tie chats to deal stages and next actions - Built-in automation for assignment, follow-ups and task creation - No-code bot tools for qualification and routing - Reporting to monitor pipeline movement and rep activity ###### Cons - Lack of deep customization for reports and custom plugins - It lacks native integrations with major enterprise CRMs like Salesforce or HubSpot - Email communication can be kept separate from instant messenger chats, potentially fragmenting the full customer history - The interface is not as modern as newer, purely chat-focused platforms - Customer support is primarily available only during business hours, which can affect global sales teams ###### Customer sentiment Often praised for being easy to use and sales-friendly, with occasional feedback that advanced reporting and customisation can feel limited. - G2 rating: 3.8/5 - Capterra rating: 4.3/5 ###### Pricing Starts at $25 per user/month, which includes features like the no-code Salesbot, pipeline automation and triggered SMS and emails. ##### Freshchat ![Image%20depicting%20the%20user%20interface%20of%20Freshchat.%20](https://images.ctfassets.net/ph8r57dk1q9w/47HOl76FK4SmRoR1AawN0N/be428073354b1b1d7ce5be23a2c55335/freshchat_ui.png) Freshchat is built for teams that want live chat and messaging to feel fast and modern, without forcing everything into a ticket. It works well when your customer interactions are conversational, high volume and time-sensitive. ###### Pros - Chat and messaging experiences for web and in-app support - Bot and automation support for FAQs, routing and basic troubleshooting - Team inbox features like assignment, notes and collaboration tools - Customer context to support faster, more personalised replies - Integrations with Freshworks products and common business tools ###### Cons - Setup can be complex for smaller teams - Focused primarily on support rather than the full customer journey - Chat flow customization is limited - Pricing increases quickly once add-ons are factored in ###### Customer sentiment Praised for ease of setup and smooth chat experiences, with some users wanting deeper customisation in more complex environments. **G2:** 4.4/5.0 **Capterra rating:** 4.1/5.0 ###### Pricing Freshchat’s Growth plan starts at $23/month and includes access to the Freddy AI Agent with 500 free sessions. Additional sessions are billed at $100 per 1,000. ##### Sleekflow ![Image%20showing%20how%20Sleekflow%27s%20interface%20looks%20like.%20](https://images.ctfassets.net/ph8r57dk1q9w/7sNH7OGqicEnDFL5pv31cS/5f2975bed3c4df744876f50a9616d5fd/sleekflow.png) Sleekflow is best suited for teams that want customer interactions across messaging channels in one place, without making implementation a time-consuming affair. ###### Pros - Shared inbox for messaging channels like WhatsApp, Instagram and Messenger - No-code automation builder for replies, routing and follow-ups - Team features like assignment, tags and saved replies - Integrations with e-commerce and CRM tools to keep context connected - Analytics to track performance and workload ###### Cons - Some channels are not available such as WhatsApp Business Calling API. - Platform can lag under high message volumes (G2) - SleekFlow offers email and chat support on standard plans, but some customers have reported issues with support quality. This is reflected in the story of GETUTOR, an education business that switched from SleekFlow to respond.io after struggling with slow and unhelpful technical support. ###### Customer sentiment Often liked for UI and ease of use, with recurring feedback around pricing structure. - G2 rating: 4.6/5 - Capterra rating: 4.5/5 ###### Pricing SleekFlow's Premium AI plan is priced at US$399/month and includes 5 user accounts and 1,000 Monthly Active Contacts (MAC), expandable to 12,000 via add-ons. Pricing is based on Monthly Active Contacts (MAC) — the contacts you actively message during a billing cycle. *Note: SleekFlow's pricing varies by region.* #### Category 2: Customer Support Systems These platforms are optimized for issue resolution, ticketing workflows and large customer service teams: ##### Zendesk ![Image%20depicting%20Zendesk%27s%20user%20interface](https://images.ctfassets.net/ph8r57dk1q9w/6XHFDN8GZ9JkaiQuRmxUKU/388f4b71c5cdab59ecded2cd21281944/zendesk_ui.png) Zendesk is built for customer interactions that need structure, ownership and accountability. It turns customer requests into tickets so teams can manage queues, escalations and reporting without losing track of what is happening. ###### Pros - Ticketing system built for high-volume issue resolution - Workflow rules, routing and escalation paths for structured support - Knowledge base and self-service options to reduce repetitive workload - Reporting dashboards for queue health and team performance - Integrations with CRMs and business systems for context ###### Cons - Pricing for the full feature set is high, with per-agent costs escalating quickly as teams grow - Implementation and configuration are complex, with a steep learning curve for setup and advanced workflows - Some users report difficulties with data export, inflexible contract options and inconsistent customer support - Lower tiers lack key features, often pushing teams to upgrade sooner than expected ###### Customer sentiment Trusted and widely adopted for support operations, though some teams note cost can climb and configuration can take time. **G2 rating:** 4.3/5.0 **Capterra rating:** 4.4/5.0 ###### Pricing Zendesk’s Suite Professional plan is $149/agent/month and includes AI agents, generative replies and customizable reporting. ##### Salesforce Service Cloud ![Image%20depicting%20Salesforce%20Service%20Cloud%27s%20user%20interface.%20](https://images.ctfassets.net/ph8r57dk1q9w/2ZNGKyNbxB8Lfzfl71McaD/2cf3aa5af92ca35cc43f112dcb9f9419/Salesforce_service_cloud_UI.png) Salesforce Service Cloud is built for complex customer support environments where every interaction needs to be tracked, governed and connected to CRM data. ###### Pros - Case management designed for complex service operations - Automation and workflow tools for routing, escalation and approvals - Strong CRM alignment across service, sales and customer data - Omnichannel routing capabilities depending on setup and edition - Dashboards and reporting for enterprise service performance ###### Cons - High cost and licensing can be a barrier, especially for smaller businesses or less complex needs - Steep learning curve and complex setup; non-technical teams often struggle with configuration - Performance and interface issues reported in heavily used setups, including slow load times - Customer support quality can be inconsistent without a premium support plan ###### Customer sentiment Highly capable and scalable, with frequent reviews that highlight that implementation and admin overhead can be significant. **G2 rating:** 4.5/5.0 **Capterra rating:** 4.4/5.0 ###### Pricing Salesforce Starter Suite costs $25 per user per month with monthly billing and includes core CRM features for sales, service and marketing. ##### Freshdesk Freshdesk is built for teams that want ticketing to feel manageable. It supports structured support workflows while staying approachable for teams that do not want heavy implementation before they can help customers. ![Image%20depicting%20Freshdesk%27s%20UI](https://images.ctfassets.net/ph8r57dk1q9w/5dTgYqMcJp31OlzCtIn6Xq/7de5922608404dc12d9974064136d76e/freshdesk_ui.png) ###### Pros - Ticketing system for email and multi-channel support intake - Automation for routing, prioritisation and repetitive support tasks - Knowledge base and self-service options - Team collaboration tools to reduce duplicate replies - Reporting on agent performance and queue trends - Integrations with common business tools and CRMs - Scales well from small teams to larger support operations ###### Cons - Advanced features such as detailed analytics and full customisation are locked behind higher-tier plans - Reporting depth and export options are less mature than some enterprise competitors - Support quality and responsiveness can vary on lower-tier plans - Costs can rise significantly when scaling agents, adding channels or upgrading ###### Customer sentiment Often praised for value and usability, with some teams noting advanced customisation may require higher plans. **G2 rating:** 4.4/5.0 **Capterra rating:** 4.5/5.0 ###### Pricing Freshdesk's Pro plan starts at $59/month per agent and include access to a shared inbox, ticketing systems, an email AI agent and customer portal. ##### HubSpot Service Hub HubSpot Service Hub is built for teams that want customer interactions, CRM context and automation inside one ecosystem. It works best when support is closely connected to sales and marketing. ![Image%20depicting%20the%20user%20interface%20of%20Hubspot%20Service%20Hub](https://images.ctfassets.net/ph8r57dk1q9w/2PxJD80aBZI9mBV470KHjm/11c17711ff6d201ffa525beb58f9f4fc/hubspot_service_hub.png) ###### Pros - Shared inbox and ticketing connected to HubSpot CRM records - Knowledge base and customer portal options depending on tier - Automation tied to CRM properties and customer activity - Feedback and survey tools to measure customer experience - Integrations across the HubSpot ecosystem and external apps - Team collaboration features for internal handovers ###### Cons - Feature set is limited on lower tiers; many advanced capabilities require a higher plan - Pricing jumps significantly between tiers, making it costly to scale - Reporting and analytics are less deep than some dedicated service platforms - Workflows and routing customisation can have a learning curve for new users ###### Customer sentiment Loved for CRM integration and ease of use within HubSpot, with cost scaling as teams add advanced service features. **G2 rating:** 4.4/5.0 **Capterra rating:** 4.4/5.0 ###### Pricing The Professional plan costs $100 per month per seat and includes access to calling, a shared inbox, routing, customer portals and a reporting dashboard. ##### Zoho ![Image%20depicting%20Zoho%27s%20user%20interface.](https://images.ctfassets.net/ph8r57dk1q9w/7AjjKx4lKtVeyMVc5vD7Qd/99c3e8975ca4c49413bbd2d59704d8c8/zoho_ui.png) Zoho is built for teams that want broad coverage across customer engagement without paying enterprise rates for every module. It is a suite package, which is great if you want one vendor for many parts of customer interaction and engagement. ###### Pros - CRM and customer management features across the Zoho ecosystem - Workflow automation for follow-ups, routing and internal actions - Built-in reporting and dashboards across modules - Broad integration options within Zoho apps and external tools - Segmentation and customer data management for engagement - Mobile access and team collaboration features ###### Cons - Entry-level plans have limited advanced features, often requiring an upgrade to unlock full value - Interface can feel cluttered and less intuitive, with a learning curve for non-technical teams - Performance can slow down when managing large datasets or complex automations - Support quality and response times are inconsistent, particularly on lower-tier plans ###### Customer sentiment Often praised for value and breadth, with feedback that the suite can feel complex until teams settle into a clean setup. **G2 rating:** 4.1/5.0 **Capterra rating:** 4.3/5.0 ###### Pricing Zoho’s Professional plan) is $23 per user per month and includes workflow automation, lead and deal management features, plus real-time sales activity alerts. ##### Braze Braze is designed for teams running high-volume outbound communication and customer journeys across multiple channels, where targeting, timing and experimentation matter. ![Image%20depicting%20the%20user%20interace%20of%20Braze.%20](https://images.ctfassets.net/ph8r57dk1q9w/69ccuWX3W8MUXpVzrwxdee/2f408f021b3dc23df5ab36081e8f65cb/Braze_ui.png) ###### Pros - Multi-channel customer engagement across messaging and owned channels - Journey orchestration for lifecycle campaigns and triggered flows - Segmentation and personalisation at scale - Basic analytics to measure campaign impact and retention - Designed for high-volume engagement programs - Strong fit for mature marketing ops teams ###### Cons - Pricing is on the premium end and may be out of reach for smaller businesses - Extensive features mean new users often face a steep learning curve before getting full value - AI-driven capabilities are only as effective as the quality of the data feeding them ###### Customer sentiment Highly rated for orchestration power and flexibility, with a steeper learning curve and heavier implementation compared to simpler tools. **G2 rating:** 4.5/5.0 **Capterra rating:** 4.7/5.0 ###### Pricing Braze’s pricing information is not publicly available though some users estimate around $60,000–$100,000 per year for standard use cases. ### What’s the best software to manage customer interactions? The best software to manage customer interactions depends on whether your highest-value interactions happen in real-time conversations, ticketed cases, or outbound journeys. The right shortlist depends on which conversations protect revenue or retention most. - For lead generation and qualification, customer conversation management platforms are usually the best fit because they can capture intent, qualify prospects quickly and move high-value conversations to the right team. - For real-time support, conversation-first platforms work well when customers expect fast answers across messaging and voice, while ticketing systems are stronger when issues need formal queues and strict ownership. - For blended sales and support, buyers should look for one customer timeline so handovers do not break context. - For after-hours coverage, prioritize platforms with AI Agents that can answer routine questions, collect details and escalate urgent opportunities. - Choose a ticketing-first system such as Zendesk or Freshdesk instead of respond.io if your work is primarily centered on case queues with heavy approvals and minimal live messaging. The safest shortlist starts with the conversations that create revenue, resolve issues or keep customers loyal, not the longest feature list. With that said, for teams that run on conversations (especially across messaging and voice), [respond.io](http://respond.io) stands out and real customers are seeing results everyday: - Noonmar grew new customers by 40% in one month by connecting click-to-chat ads with real conversion data, lifecycle context and smarter retargeting in respond.io. - H&H Skincare turned WhatsApp into a loyalty engine, scaling from 1 to 15 agents with automation and routing to cut response times, lift sales 160% in six months and drive 60% of monthly messages from returning customers. - E4CC cut first response times by 80% across four countries by consolidating regional operations, moving support to WhatsApp and automating chat routing on respond.io. Respond.io brings messaging, automation and customer context into one workspace. Teams can respond, track activity, and trigger workflows without switching tools or losing conversation history, which helps reduce delays and keep customer interactions consistent as volume grows. - Omnichannel AI agents that handle real customer requests like checking orders, sending booking links, or updating information directly in a chat or call - Outbound campaigns that reach customers across all popular channels, right from the same inbox - VoIP and WhatsApp API calling so your team can move from chat to voice without losing context - Lifecycle tracking that automatically qualifies prospects, follows up, and prioritizes the right leads - Clear reporting and analytics that show resolution rates, customer satisfaction, and team performance at a glance - Always-on reliability so every message, call, or task is handled promptly, regardless of time zone If your team runs on high-volume conversations across messaging and voice, consider testing respond.io to see whether routing automation and a single customer timeline reduce missed messages and improve follow-up. ### Further Reading If you found our article helpful, you should also check out the following: - 10 Best AI Sales Tools for Businesses: Reviews, Pricing & Features - Customer Lifecycle Management Software 2026: Benefits & Case Studies - 7 Best AI Chatbots for Customer Service in 2026 for Businesses ## [Best TikTok Lead Generation Platforms for B2C Businesses in 2026](https:/respond.io/blog/best-tiktok-lead-generation-platforms) This guide evaluates respond.io, Manychat, Interakt, Wati and Sleekflow on automation depth, TikTok integration, and pricing at scale, so you can commit to the right platform before your next campaign. ### Why your TikTok lead generation platform determines whether ad spend converts TikTok ad spend has a handoff problem that most tools weren't built to solve. For mid-market B2C businesses already running paid TikTok campaigns, the question isn't whether TikTok generates interest — it's whether the platform handling those conversations can route, qualify, and attribute them before intent goes cold. Choosing the wrong platform means the spend happens and the conversations start, but the revenue doesn't follow. This guide evaluates five platforms — respond.io, Manychat, SleekFlow, Wati, and Interakt — on the criteria that determine whether TikTok ad investment converts at scale. ### How to evaluate a TikTok lead generation platform We evaluated tools against five criteria that separate platforms supporting scale from those that create operational ceilings. Let’s go through them, and what happens when your TikTok lead generation platform does not meet these criteria. #### TikTok integration depth Does your TikTok lead generation platform connect to TikTok through an official partner API or a third-party connector? If it doesn't connect through either, TikTok ad click events don't fire back to whichever platform you're using, so you're managing conversations that are invisible to the advertising layer. Conversion signals never reach TikTok's algorithm, which means campaign optimization runs on incomplete data. A platform that meets this criterion enables Conversions API integration at partner depth — meaning purchase signals, qualified lead events, and lower-funnel actions pass back to TikTok's ad system from inside the conversation workflow, not just from a landing page. #### Capacity to route conversations Can the platform automatically route TikTok-sourced leads by intent, product, region, or agent availability without a human making the assignment? If it can’t, every inbound conversation from a TikTok ad requires manual triage — which means response time degrades as volume grows, agents handle conversations that don't match their scope, and high-intent leads go cold waiting for the right person to pick them up. #### AI readiness Some platforms offer keyword-triggered automation; others offer AI Agents that conduct intent-driven qualification. This distinction matters at scale. Ultimately, not all platforms that market AI Agents operate at the same depth. This is essential to qualifying because when unqualified leads get handed to agents before intent is established, agents spend time re-qualifying contacts that automation should have triaged, and the volume advantage of paid TikTok traffic turns into an agent workload problem. #### Advanced ad attribution and reporting Can the platform trace revenue from a TikTok ad click through to a closed conversation, with that signal passing back to the ad platform? When this condition isn’t met, businesses may optimize against proxy metrics like link clicks or video views rather than actual revenue conversations. Budget allocation decisions are made on incomplete signals, and the most effective TikTok campaigns are invisible in the data. #### Pricing at scale Does the platform's pricing model hold its per-contact cost as TikTok campaign volume grows — or does cost spike when campaigns run well? - Per-user models add cost as headcount increases. - Contact-block models spike when campaigns run well. - Monthly active contact models (where you pay per contact engaged during the billing period, not per user or per message) lower the cost per contact as volume grows — the more conversations your TikTok campaigns generate, the less each one costs. Per-user and contact-block models work the opposite way. At volume, the difference between model types is not marginal. ### Comparison table: TikTok lead generation platforms for B2C businesses (2026) The table below gives a quick-glance comparison of what each platform is best for, its main use cases, and its pricing. We've used each platform's mid-tier or most popular plan for comparison, since that's typically the most complete option for a business getting started, without jumping straight to enterprise-level pricing. | Tool | Best for | Main uses | Pricing (Mid-tier/most popular) | | --- | --- | --- | --- | | Respond.io | Mid-market B2C businesses running TikTok paid campaigns at volume requiring AI-led routing and revenue attribution | TikTok Conversions API integration, AI Agent qualification and routing, omnichannel inbox, lifecycle tracking, broadcasts, advanced workflow automation | Monthly Active Contact model; cost per contact decreases as volume grows; Growth plan from $199/mo with 1,000 Monthly Active Contacts included; no markup on Meta fees | | Manychat | Small B2C teams running simple TikTok comment-to-DM flows with low routing complexity | TikTok comment-to-DM automation, basic DM flows, Instagram and Facebook Messenger automation, broadcast messaging | Contact-based pricing; costs scale with contact list growth; Pro plan from $39/month with 2,500 contacts included; additional fees apply for WhatsApp | | Wati | B2C businesses routing TikTok traffic primarily to WhatsApp; more suitable for small teams | TikTok-to-WhatsApp lead routing, WhatsApp shared inbox, broadcast messaging, no-code chatbot builder | Pro plan starts at $149/mo; ~20% markup applied on top of Meta's per-message fees; costs scale on three axes: message volume, team size, and automation depth | | Interakt (Marketing & Support Hub) | D2C e-commerce businesses in India using TikTok for product discovery then WhatsApp for conversion | WhatsApp commerce automation, Shopify integration, broadcast campaigns, order update flows | Plans from ~$55/mo (Growth); per-message fees apply on top of subscription; ~25% markup over Meta base rates on Growth plan | | SleekFlow | B2C businesses managing TikTok in APAC or MENA | Unified inbox across TikTok, WhatsApp, Instagram, and Messenger; AI Agent routing; broadcast campaigns; Shopify integration | Paid plans from $199/mo; Monthly Active Contact pricing with additional WhatsApp API fees; $15 per Whatsapp phone number on top of subscription | ### 5 best TikTok lead generation platforms: pros, cons and pricing #### Respond.io — Best for mid-market B2C businesses scaling TikTok conversational sales ![](https://images.ctfassets.net/ph8r57dk1q9w/1U5Os4EpD4zU00BJ5TCNEp/5b5a87cfed3a5e54df0e944b3b79f972/respondio__2___2_.jpeg) Respond.io is a customer conversation management platform purpose-built for mid-market B2C businesses that drive revenue from high-volume customer conversations. Beyond its omnichannel inbox, it combines AI Agents, workflow automation, lifecycle tracking, and TikTok Conversions API integration in a single platform — where human teams and AI Agents work in parallel across the full customer lifecycle. For TikTok specifically, respond.io's official TikTok Marketing Partner status enables Conversions API integration at partner depth. ![](https://images.ctfassets.net/ph8r57dk1q9w/516PLTC7s77BZfY0J9IQ32/519051d801719dc1596bd35df46c2ae6/Practical_Guide___Best_TikTok_Lead_Gen_Platform_-_Image_01__2063x1080_.png) If your TikTok campaigns generate 500+ inbound conversations per month and your current tool cannot route or qualify them without manual intervention, this is where respond.io outperforms the alternatives in this list. ##### Best for Mid-market B2C businesses running TikTok paid campaigns at volume who need AI Agent triage, multi-agent routing, and Conversions API attribution in a single platform. Not suited for solo operators, teams with low conversation volume, or businesses using TikTok for brand awareness only. ##### Pros - Official TikTok Marketing Partner status with native Conversions API support; conversion signals pass back to TikTok at the conversation level, not just the landing page - AI Agents handle the full qualification conversation: Intent-driven dialogue grounded in verified business knowledge, with support for any language, HTTP requests to external systems and autonomous lifecycle stage updates - Voice AI Agent answers inbound calls, transfers to a human agent when needed, and logs call recordings and transcriptions directly in the inbox - Omnichannel inbox covers WhatsApp, Instagram, TikTok, Facebook Messenger, Telegram, Viber, WeChat, SMS, Email, LINE, VoIP and WhatsApp Business Calling API - End-to-end lifecycle management integrated into automations, AI Agents, routing logic, and reporting — not a manual stage field - Workflow automation routes TikTok-sourced leads by intent, product, region, and agent availability without manual triage - Monthly Active Contact pricing means cost per contact decreases as volume grows, opposite to most per-user or contact-block models - No markup on Meta WhatsApp fees and no per-number fees for connected WhatsApp accounts - 24/5 live multilingual human support across chat, calls, and email; 24/7 AI support — on all plans - 30-day structured onboarding program for B2C companies scaling inbound revenue - ISO 27001 certified; SSO; contact info masking; GDPR compliant ##### Cons - The platform's breadth — omnichannel inbox, AI Agents, workflow automation, Conversions API, CRM integrations, reporting — means the initial configuration investment is real - Teams without a dedicated ops resource may find onboarding takes more time than lightweight alternatives. Respond.io provides onboarding support and 24/5 human support to address this, but it is a consideration for teams expecting to be fully operational within days. - The platform is best suited for businesses already running TikTok at volume or actively planning to scale ##### Pricing - Respond.io uses a Monthly Active Contact model — you pay for contacts you send or receive messages with during the billing month, not for user seats - There are four pricing plans:Starter at $99/mo (basic inbox, no automation or AI)Growth at $199/mo (AI Agents, workflow automation, broadcasts, TikTok CAPI, advanced reports. This is the effective entry point for TikTok lead generation.Advanced at $349/mo (SSO, webhooks, multiple workspaces, Salesforce)Enterprise pricing is custom - Starter at $99/mo (basic inbox, no automation or AI) - Growth at $199/mo (AI Agents, workflow automation, broadcasts, TikTok CAPI, advanced reports. This is the effective entry point for TikTok lead generation. - Advanced at $349/mo (SSO, webhooks, multiple workspaces, Salesforce) - Enterprise pricing is custom - Each plan includes 1,000 Monthly Active Contacts, except the starter plan with unlimited Monthly Active Contacts - Additional contact tiers are available without switching plans ##### Customer sentiment Respond.io holds a 4.8/5 on G2 (500+ reviews) and 4.6/5 on Capterra (52 reviews). Reviewers consistently cite the automation depth, AI Agents, and 24/5 support responsiveness as differentiators. The most frequently named limitation is initial configuration complexity for teams scaling advanced workflows. #### Manychat — Best for B2C teams running simple TikTok DM automation ![](https://images.ctfassets.net/ph8r57dk1q9w/woysJ1hfsx1Pn82Rci72i/4a2efebaca268b3507d815d9d24743e5/manychat__2___2_.jpeg) ##### Best for Small B2C teams and creators with active TikTok comment engagement who need quick comment-to-DM automation flows without routing complexity or attribution requirements. ##### Pros - Fastest path from TikTok comment to automated DM — the visual flow builder deploys in hours - TikTok integration is live on paid plans with comment-to-DM automation fully supported - Channel coverage across Instagram, Facebook Messenger, WhatsApp, TikTok, Telegram, SMS and Email from a single platform - Facebook and Instagram Click-to-Chat ads supported with built-in CAPI events for Meta attribution - Accessible entry pricing makes it low-risk to test for simple social DM flows ##### Cons - Manychat hits its ceiling the moment a business needs conditional routing, multi-agent assignment, or CAPI-level attribution for TikTok. The automation layer uses an AI Flow Builder based on intents and flows, not a fully autonomous AI Agent that takes actions, updates lifecycle stages or makes HTTP requests to external systems. - AI knowledge sources are limited to a single pasted text block; document uploads, images, and web links cannot be used to train the AI - There is no call support of any kind — no VoIP, no WhatsApp Business Calling API, no Voice AI Agent. - Contact merge is manual with no automatic duplicate detection - Salesforce is not supported; HubSpot is. Chat support is limited on lower plans and email-only on Pro. ##### Pricing - Contact-based pricing - Pro plan from ~$39/mo for 2,500 active contacts - WhatsApp is available on Pro and above with additional per-message fees on top - Overage charges apply when monthly active contact limits are exceeded ##### Customer sentiment Manychat holds a 4.5/5 on G2 (164 reviews) and 4.6/5 on Capterra (72 reviews). Users praise the ease of setup and the flow builder for social DM use cases. Recurring complaints across G2 and Trustpilot center on pricing escalation as contact lists grow, billing charges after cancellation, and limited support quality for complex issues. #### Wati — Best for B2C businesses routing TikTok traffic primarily to WhatsApp ![](https://images.ctfassets.net/ph8r57dk1q9w/54X5EhHz5438VEaHfTxPjn/40b23373643b9c8e043996545073f4b5/0731b544-3245-48ed-8557-1ade71280ea9.jpeg) ##### Best for B2C businesses that generate TikTok ad traffic and route it primarily to WhatsApp, with a small team that needs a clean WhatsApp shared inbox and no-code automation without requiring TikTok DM management or CAPI attribution. ##### Pros - Clean WhatsApp shared team inbox with fast setup — G2 reviewers cite ease of implementation as the platform's strongest attribute - No-code chatbot builder handles standard routing and FAQ flows without technical resources - Official Meta Premium Partner status ensures stable WhatsApp API access - Broad integration ecosystem covering Shopify, WooCommerce, HubSpot, and Zapier - TikTok is listed as a supported channel for routing inbound traffic ##### Cons Wati started as a WhatsApp team inbox, and that origin shows at the edges. - It does not manage TikTok DMs directly. Businesses that expand beyond WhatsApp-primary workflows, or that need conditional AI qualification across multiple channels, will outgrow the platform. - A ~20% markup on top of Meta's base per-message rates is applied on top of the subscription. This is not prominently disclosed on Wati's pricing page.At meaningful message volumes (5,000+ marketing messages/month), that markup compounds significantly - At meaningful message volumes (5,000+ marketing messages/month), that markup compounds significantly - The Growth plan is hard-capped at 3 users, forcing a jump to Pro at the fourth seat. HubSpot and Salesforce integrations are paywalled behind Pro and Business tiers, respectively. ##### Pricing - Growth plans from ~$79/mo (5 users included) - Additional per-message fees apply with ~20% markup on Meta's base rates - Extra user seats cost $24/mo on Pro - Automation trigger quotas are capped by plan tier with top-up fees for overages ##### Customer sentiment Wati holds a 4.6/5 on G2 (460+ reviews) and 4.6/5 on Capterra (203 reviews). "Ease of use" is the single most-cited positive across both platforms. Pricing surprises are the dominant complaint — "Expensive" appears 39 times in G2 reviews and "Pricing Issues" 23 times, reflecting the gap between advertised subscription price and the all-in cost once message markups and add-ons are factored in. #### Interakt — Best for D2C e-commerce businesses in India using TikTok for product discovery ![](https://images.ctfassets.net/ph8r57dk1q9w/6oit9qslZN7moxXmbTfGH4/6d8b6dbb3efc944b873f373a67f3801a/image11-1-1024x490.webp) ##### Best for D2C e-commerce brands in India where TikTok drives product discovery and awareness but WhatsApp handles the actual conversion journey — particularly Shopify-native businesses that want tightly integrated cart recovery, order updates, and campaign automation. ##### Pros - Purpose-built for Indian D2C WhatsApp commerce with deep Shopify integration available directly from the Shopify App Store - Unlimited agent seats on all plans — a structural cost advantage over per-seat competitors when scaling support teams - Backed by Jio Haptik (Reliance Industries), providing long-term platform stability and enterprise AI infrastructure - Instagram DMs covered across all plans, supporting the two channels that define the India D2C discovery-to-conversion flow - Low entry price makes it accessible for businesses at early-to-mid growth stages ##### Cons - TikTok in Interakt's context means awareness and discovery — the platform does not handle TikTok DMs for lead capture or offer Conversions API integration - Interakt is scoped to India not as a limitation of marketing, but as a practical reality of where the platform's economics, team, and integrations are calibrated - Mid-market B2C businesses outside India, or with multi-region and multi-agent operations, will hit limits quickly: the routing complexity ceiling is low, branching logic requires the Advanced plan, analytics depth is consistently flagged in reviews as insufficient for data-driven campaign management and support is email-only with multi-day response times - The conversion work happens on WhatsApp after the TikTok click. A 25% markup over Meta base rates on the Growth plan compounds at high WhatsApp message volumes. ##### Pricing - Growth plans starting from ~$55/mo, plus additional $74.99 for WhatsApp AI Agents - All plans include unlimited agents - Per-message fees apply on top of the subscription with ~25% markup over Meta base rates on Growth - Sales CRM is a separate subscription add-on ##### Customer sentiment Interakt holds a 4.5/5 on G2 (63 reviews) and 4.3/5 on Capterra (13 reviews — a small sample). Reviews praise Shopify integration and ease of setup for WhatsApp campaigns. The most consistent criticisms are email-only support with slow response times, mobile app reliability issues, and analytics depth — limitations that matter more as businesses scale beyond basic broadcast-and-reply workflows. #### SleekFlow — Best for B2C businesses managing TikTok in APAC or MENA ![](https://images.ctfassets.net/ph8r57dk1q9w/4eu220plDw4Au0G3kdXBPP/1caf692a8e562d9301a2dce09b352abe/070958e9-c1e5-4571-a11a-c3f05843d795.jpeg) ##### Best for B2C businesses in APAC or MENA with straightforward sales conversations that don't require enterprise-level AI-led routing or attribution. Suits teams that value Shopify integration and in-chat payments. ##### Pros - Native TikTok Business Messaging integration alongside WhatsApp, Instagram, Messenger, Viber, WeChat, SMS, LINE, and web chat in a single unified inbox - AI Agent capabilities for lead qualification, lead scoring, and routing — SleekFlow's AgentFlow handles conversation automation with a self-healing knowledge base - Shopify, HubSpot and Salesforce integrations are available and reviewer-confirmed - Clean UI and responsive customer support — G2 reviewers consistently cite ease of setup as a differentiator - Regional presence in Singapore, Hong Kong, Malaysia, Indonesia, Brazil, and the UAE — relevant for businesses operating across those markets ##### Cons - The platform does not support WhatsApp Business Calling API or Voice AI Agent - Analytics and advanced reporting are locked to Premium AI plan and above; teams on Pro AI have limited visibility into agent performance and ad conversion data - n8n is not supported (Zapier and Make are) - Contact merge is absent - SSO is not available - Each WhatsApp Business Account incurs an additional $15/mo per WhatsApp number on top of the subscription ##### Pricing - Pro AI plans start at $199/mo (up to 2,000 contacts) - Premium AI plans start at $399/mo (up to 12,000 contacts) - Enterprise is custom - Additional WhatsApp API fees apply on top of a subscription ##### Customer sentiment SleekFlow holds a 4.5/5 on G2 and 4.5/5 on Capterra (4 reviews — a small sample). Reviewers consistently praise ease of use and automation capabilities. The most frequently named concerns are pricing (flagged as steep, particularly for smaller teams) and analytics limitations at more advanced tiers. ### Verdict: Which TikTok lead generation platform should you choose? If you're running TikTok paid campaigns at volume, generating 500+ inbound conversations per month and your current tool cannot route or qualify them without manual intervention, use respond.io. What no other platform in this list replicates is respond.io's official TikTok Marketing Partner status and its ability to [send TikTok Lower Funnel Events](https://respond.io/help/workflows/step-send-tiktok-lower-funnel-event) at partner depth — closing the attribution loop between ad impression and revenue conversation. AI Agent qualification and Monthly Active Contact pricing that holds its per-contact cost as volume grows reinforce that advantage. For example, [Emrah Clinic used respond.io](https://respond.io/customers/clinic-manages-10k-monthly-patients-with-ai-agents) to manage 10,000+ monthly patient conversations (previously handled manually), reducing first response times across TikTok and other chat channels. Respond.io is not for solo operators, businesses with low conversation volume, or those running TikTok for brand awareness only. If that description fits, one of the alternatives below will serve you better at a lower configuration cost. If you run simple TikTok comment-to-DM flows with a small team and low routing complexity, use Manychat. Its flow builder gets you from TikTok comment to automated DM response faster than any other tool here. The ceiling becomes visible when you need conditional routing or revenue attribution. If your TikTok traffic routes primarily to WhatsApp and your team is small, use Wati. It is the simplest path to a clean WhatsApp shared inbox for TikTok-sourced leads, with stable API access and a no-code builder that gets automations running fast. Model the per-message markup into your cost forecast before committing. If you're a D2C e-commerce brand in India using TikTok for product discovery and WhatsApp for conversion, use Interakt. Its Shopify integration, unlimited agent seats, and INR pricing make it the most accessible entry point for that specific journey. Scope your evaluation to India operations — the platform is not designed to scale across other markets. If your business manages TikTok and WhatsApp together in APAC or MENA, use SleekFlow. Its regional presence and native dual-channel coverage for those markets is a genuine differentiator. For businesses where Conversions API attribution is not a priority, SleekFlow delivers strong channel coverage with a smooth onboarding experience. [Start a free trial with respond.io](https://respond.io/) to see how TikTok Conversions API and AI Agent routing work at your conversation volume. ### Further Reading Did you enjoy reading this blog? Check out our other blogs on TikTok and lead generation. - Scale your business with TikTok lead generation ads - How to sell on TikTok: turn scrolls into sales with TikTok Shop and beyond - Click to chat ads for lead generation: the ultimate guide ## [Best WhatsApp Automation Tool: 9 Top Options Compared](https:/respond.io/blog/best-whatsapp-automation-tool) These are the 9 best WhatsApp automation tools: Respond.io, Chatfuel, Wati, Manychat, Kommo, Trengo, Sleekflow, Rasayel and Gupshup. WhatsApp is one of the most widely used messaging apps in the world — and it's helped countless businesses grow by enabling fast, direct communication with their customers. But as message volume increases, managing every conversation manually becomes harder — and eventually, unmanageable. When replies slip or handoffs break, you lose leads you already paid for, see lower conversion from click-to-WhatsApp ads, and increase refunds from slow support. That's where WhatsApp automation comes in. It helps B2C sales and support teams stay fast and consistent across high-volume customer conversations. But with so much information out there, it can be difficult to determine what actually matters for your business use cases. If you already know you need WhatsApp automation, the next step is choosing the platform that fits your team's volume, channels, and integration needs. Already know the basics and looking to **choose the right automation tool?** Then you're in the right place. We'll show you what to look for in a WhatsApp automation platform. We'll also compare the top tools available, so you can make the best choice for your business. ### Evaluation Criteria for the Best WhatsApp Automation Tool So how to choose the right tool? According to Ahmed Nassar, Technical Product Lead at respond.io, the best WhatsApp automation tool is one that grows with your business. He shares four criteria that make a great WhatsApp automation tool: - Easy to use: No coding needed, with drag-and-drop builder, templates and guides. - Flexible: Create all kinds of WhatsApp workflows—from lead capture to support—with multiple and flexible triggers and actions. - Reliable: Handles high message volumes smoothly, even when busy. - Integrations: Connects with your CRM, Meta Ads, TikTok ads, all channels, and other tools to fit your strategy. With this in mind, we evaluated each WhatsApp automation tool based on the factors that matter most for B2C sales and support teams handling high message volume. #### Easy to use Good tools make it simple to build flows, launch automations and train teams without heavy technical support. That matters when you need to reduce setup time and get campaigns or support workflows live faster. #### Flexible automation Flexible automation should be judged by the revenue jobs the team needs to improve this quarter, not by feature count alone. Buyers should shortlist the three or four workflows that matter most, then test whether the platform can run each one from trigger to handoff to follow-up. The most common B2C jobs are lead qualification from click-to-WhatsApp ads, abandoned-conversation recovery, appointment or booking reminders and post-purchase or support updates. The real question is not whether a tool can send an automated message, but whether it can also capture context, route the reply, update records and keep ownership clear after the customer responds. The core tests are practical. 1. Can it qualify inbound leads from click-to-WhatsApp ads and pass ad context into follow-up? 2. Can it reopen abandoned conversations before intent fades? 3. Can it send appointment or booking reminders, post-purchase updates and support triage across WhatsApp and other key messaging, social, voice and email channels without losing history? The strongest platforms use AI Agents to qualify leads, update lifecycle stages, trigger workflows, route by intent, escalate high-value opportunities and generate summaries for handovers so both sales and support flows stay connected to attribution and team accountability. The highest-value B2C scenarios are qualifying leads from click-to-WhatsApp ads, recovering abandoned conversations before intent fades, sending appointment or booking reminders, sharing post-purchase updates and triaging support across channels so urgent cases reach the right team fast. #### Reliability at volume A tool should stay stable during spikes from campaigns, broadcasts or seasonal support demand. Reliability matters because delays, failed automations or downtime can directly hurt conversion and customer satisfaction. #### Integrations Strong integrations with customer relationship management systems, ad platforms and internal systems help teams act on real-time customer data. This is critical when WhatsApp conversations need to update pipeline stages, trigger follow-ups or start support actions automatically. Buyers should verify whether the connection is native or depends on middleware or custom application programming interface work. The practical checks are whether contact and lifecycle updates sync both ways, whether Meta and TikTok ad source context carries into the conversation, whether workflow triggers can fire from customer relationship management changes and whether teams can use the same customer record across WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls through VoIP or WhatsApp Business Calling and email. If those links are weak, follow-up slows down, attribution breaks and conversion becomes harder to improve. #### WhatsApp setup and compliance A strong platform should make WhatsApp API onboarding, template management and compliance workflows easier to manage. This helps teams launch faster while reducing the risk of approval delays or policy mistakes. #### When the WhatsApp Business App stops being enough The free WhatsApp Business App can still work for a single operator handling low message volume, simple replies and occasional manual follow-up. It becomes limiting when a B2C team needs to broadcast to more than 256 contacts at a time, assign chats across agents, keep response times consistent or run outbound programs tied to revenue. The difference is not just send volume. A stronger platform should let the team segment audiences, schedule sends, manage approved templates, monitor account quality and track delivery without breaking the reply path when customers answer. Buyers should test what happens after the campaign goes out. Can the platform route replies into sales or support workflows, keep conversation history intact, update customer relationship management records and show which outbound programs lead to qualified conversations or resolved cases? Compliant broadcast programs are used for re-engagement, reminders, renewals, promotions and service updates. They should go only to contacts who have opted in, and approved message templates are required when the reply window is closed. Buyers should look for a platform that supports compliant scale, template management, account-quality monitoring and AI Agents that can route and escalate conversations without putting the number at risk. #### Team operations Features like routing, collaboration, quality assurance and reporting make automation usable for real teams, not just single operators. These capabilities help managers protect response times, keep ownership clear and improve customer outcomes over time. Buyers should check the basics first: conversation assignment rules, collision prevention so two agents do not reply at once, internal notes, clear ownership and manager visibility across every queue. When those controls are weak, leads wait longer and handoffs become inconsistent. The next test is how the platform handles scale. It should track agent performance, support prioritization, preserve full conversation context and let AI Agents hand complex or high-value cases to a human with a clear summary of intent, history and next action. That is what protects conversion and service quality when multiple reps or agents touch the same customer. #### Compliance and account safety WhatsApp has strict policies that can shut down your number if violated. Choose a platform that is an official Business Solution Provider (BSP) — unofficial or grey-market API tools risk account bans. Look for tools that help you collect and track opt-ins, manage pre-approved message templates for outbound campaigns, and monitor account health metrics like quality ratings and messaging limits. The right platform protects your deliverability and campaign continuity so revenue programs are not disrupted by avoidable policy violations. #### Total cost of ownership Most teams pay for two layers of cost: Meta messaging fees and the software platform itself. A practical forecast should include the platform fee, Meta template charges, recipient country mix, expected broadcast volume, active contact volume, seat fees if any, contact-list charges, AI or automation credits, onboarding costs and any message markup. Buyers should also check for limits that trigger extra spend, such as conversation caps, extra phone numbers or paid integrations. The platform model is what changes budget predictability. Seat-based pricing rises as more agents need access. Conversation-based pricing can spike during campaigns. Contact-list pricing charges for stored records, whether they are active or not. Credit-based pricing can make automation harder to forecast. Monthly Active Contacts pricing charges based on the contacts a team actually talks to in a month. Respond.io uses Monthly Active Contacts pricing, which helps mid-market B2C teams plan spend around active demand instead of dormant contacts or added seats. #### Reporting and analytics Good analytics help you optimize conversion, not just measure message volume. When comparing tools, look for delivery and response metrics for campaigns and individual conversations, agent productivity tracking including response times and resolution rates, campaign attribution that connects WhatsApp activity to revenue outcomes such as conversions, purchases or bookings, and funnel visibility showing where leads drop off in qualification or sales flows. If you cannot measure what is working, you cannot improve it. Before a team commits to any vendor, it should pressure-test the platform in a live demo with a short decision checklist: 1. What starts a workflow, and can those triggers come from ads, form fills, customer relationship management changes or inbound messages? 2. What stops the workflow, and how are exceptions handled when a customer replies in an unexpected way? 3. Can AI Agents qualify, route and escalate with full conversation context before handing off to an agent? 4. Is customer relationship management sync native, and what data updates both ways without middleware? 5. What data can be exported if the business changes platforms later? 6. What is the true billing unit: Monthly Active Contacts, seats, stored contacts, conversations, credits or add-ons? A vendor that answers these clearly is easier to trust under real operating pressure. ### 9 Best WhatsApp Automation Tools #### 1\. Respond.io Respond.io is an official WhatsApp Business Solution Provider (BSP) and a customer conversation management platform for high-volume B2C customer conversations. It is built to automate routing, follow-ups and omnichannel conversations across WhatsApp and other channels for sales and support teams. ##### Best for B2C sales and support teams that need omnichannel WhatsApp automation, advanced routing and AI-assisted follow-ups at scale. ##### Pros - An omnichannel visual automation builder for WhatsApp, Messenger, TikTok, voice calls and more. - Autonomous AI Agents that go beyond chatting.Handle images and PDFs.Update contact fields and Lifecycle.Trigger workflows to perform complex actions.Fetch live data from external systems via API requests.Route, close and summarize chats.Transfer voice calls.Handle voice calls all on their own.Automatically add tags and internal comments to preserve context for teams.Follow up with unresponsive customers.Understand audio messages to craft responses. - Handle images and PDFs. - Update contact fields and Lifecycle. - Trigger workflows to perform complex actions. - Fetch live data from external systems via API requests. - Route, close and summarize chats. - Transfer voice calls. - Handle voice calls all on their own. - Automatically add tags and internal comments to preserve context for teams. - Follow up with unresponsive customers. - Understand audio messages to craft responses. - Use AI Prompts and AI Assist to respond quickly and professionally. - Train the AI using document uploads, URLs and snippets. - Visual automation Workflows builder (no code). - Workflows support a broad range of automation triggers — including conversation events, CRM data changes, webhooks, ad replies, and scheduled actions.AI Agents can also receive ad attribution context from Meta Click-to-Chat Ads and TikTok Messaging Ads to enable campaign-aware qualification and routing. - AI Agents can also receive ad attribution context from Meta Click-to-Chat Ads and TikTok Messaging Ads to enable campaign-aware qualification and routing. - Native integrations with Hubspot, Salesforce, Google Sheets and more. - Run Meta ads with Meta Conversions API to optimize campaigns automatically. - Enterprise‑grade reliability with 99.999% uptime and 24/7 support. - Transparent, flexible pricing based on Monthly Active Contacts, so you only pay for customers you're talking to. - Automates lead routing and follow-ups from click-to-WhatsApp ads so fewer paid leads go unanswered. ##### Cons - Respond.io's automation and AI come with a learning curve. - Not ideal for small businesses that don't expect to scale. - If you only need simple WhatsApp autoresponders, the workflow setup can be more than you need. ##### Customer sentiment Users generally praise the platform's workflow depth, broad channel support and hands-on support. The most common caution is that teams should plan advanced automation carefully to get full value. ##### Pricing Respond.io's Growth plan, priced at $199/month, supports up to 10 users. It offers unlimited automation, full access to the [AI Agent](https://respond.io/ai-agents), advanced reporting features, and more. No added fees for WhatsApp API setup, hosting or message markups. #### 2\. Chatfuel Chatfuel is a WhatsApp automation platform that offers a beginner-friendly experience with AI-powered replies and basic automation flows. It does the trick for small teams or businesses exploring messaging automation for the first time. ##### Best for Small teams or businesses new to WhatsApp automation that need a simple chatbot builder without complex setup. ##### Pros - User-friendly drag-and-drop chatbot builder. - Built-in AI can answer FAQs, qualify leads, handle bookings, and route chats based on user input. - No limit on how many AI chats you can have. - You can create rule-based automations with keywords to guide users or sort conversations. - Easy to add entry points like ads, QR codes, and website widgets. - Basic third-party integrations are available. - Reliable performance with 99.99% uptime. ##### Cons - Only works with WhatsApp, Messenger, Instagram, and web widget — no full omnichannel inbox or contact merging. - Doesn't support advanced triggers like CRM events or behavior tracking. - AI can't use your company's internal documents or FAQ pages to give better answers. - Lacks deeper integrations with CRMs and tools for routing chats or managing teams. - Customer support is often rated poorly. ##### Customer sentiment Users often like the fast setup and simple flow builder for basic WhatsApp use cases. Common complaints focus on limited depth once teams need stronger routing, reporting or cost control at higher volume. ##### Pricing Starts at $49.49/month for only WhatsApp, but the price can go up fast if you need more channels or features. For example, Facebook Messenger and Instagram are under a different plan that costs $23.99/month. Also, the WhatsApp plan includes only 1,000 free monthly conversations. Each additional conversation costs $0.02. #### 3\. Wati Wati is a WhatsApp-focused customer communication platform that also supports Instagram and Facebook Messenger. Its automation capabilities revolve around a built-in chatbot builder and a basic AI assistant. It is a common choice for businesses that operate primarily on WhatsApp. ##### Best for Small to medium businesses operating primarily on WhatsApp that need no-code chatbot flows and basic AI without heavy integration requirements. ##### Pros - No-code WhatsApp chatbot builder makes it easy to automate FAQs, lead capture, and appointment bookings without technical skills. - Instant response tools help automate common marketing and sales interactions. - Wati's AI agent can handle questions using information from uploaded PDFs or your website. - Offers useful integrations with CRMs and Google Sheets. - Supports conditional logic and allows for building custom chatbot flows. ##### Cons - AI features are still basic, and reporting tools are limited. - Limited to WhatsApp and Instagram — no true multichannel support. - Astra AI, an AI agent for website chat by Wati, is a separate platform with its own pricing . - Wati's AI agent works separately from the main chatbot builder, which can make setup more complex. - Lacks native triggers from CRMs or user behavior — only supports basic triggers like user replies or time delays. - Platform may lag during high message volumes. - Customer support is often rated poorly. ##### Customer sentiment Users usually value its WhatsApp-first simplicity and quick launch for straightforward flows. Repeated concerns center on reporting limits, support quality and extra charges as needs expand. ##### Pricing WATI's mid-tier plan is priced at $149 for five users, making it an affordable option for small teams. However, be aware of additional costs like messaging markups and extra fees for features such as Shopify integration and automation triggers. These costs are not included in the base price. #### 4\. Trengo Trengo is a customer communication platform that provides WhatsApp API access through a shared inbox. It specializes in support across channels like WhatsApp, email and live chat. ##### Best for Support teams that need a shared inbox across multiple channels with straightforward chatbot routing and FAQ automation. ##### Pros - Easy-to-use chatbot builder with prebuilt templates to help you get started quickly. - AI bots can answer FAQs, gather customer data, and route conversations to the right team. - Integrates with popular CRMs like HubSpot and Salesforce. - Supports a wide range of channels, including WhatsApp, Instagram, Messenger, Telegram, SMS and email. ##### Cons - Automation setup is spread across different tools, which can be confusing. - AI features are still in beta and may not always work as expected. - True omnichannel workflows aren't supported. - Customer support is only available during Central European business hours. ##### Customer sentiment Users often praise team collaboration and channel coverage for support operations. Negative feedback usually points to fragmented automation setup and added costs for capabilities buyers may expect in the base plan. ##### Pricing Trengo costs $579/month for twenty users, but essential features like broadcasts come at an additional cost. The plan includes a yearly limit of 18,000 conversations, with extra charges applying if you exceed that. Conversations involving AI also incur a separate surcharge. #### 5\. Rasayel Rasayel is a WhatsApp messaging platform built for teams looking to automate conversations, connect with CRMs, and track performance through analytics. ##### Best for B2B sales teams that use WhatsApp as their primary channel and need CRM integrations with basic AI and no-code automation workflows. ##### Pros - No-code automation Workflows - Native integrations with Hubspot, Zoho, Salesforce and Zapier. - You can train its AI using your website, PDFs, or public help docs to give smarter replies. - It comes with chatbot analytics. ##### Cons - Only for WhatsApp. - No click-to-WhatsApp ads automation trigger. - Reports are lacking in customization and depth of team performance metrics - Paid add ons for additional connected phone numbers, Salesforce integration and additional monthly messages. - Advanced integrations and analytics are not available until Enterprise plan. ##### Customer sentiment Users generally like the clean experience for WhatsApp sales workflows. The tradeoff buyers raise most often is limited channel coverage and extra spend for deeper integrations. ##### Pricing - Rasayel's mid-tier pricing plan starts at $180/month for 5 users and gets pricier with more features. For instance, Salesforce integration is $300/month and $20/month per additional phone number connected. #### 6\. Kommo Kommo is a CRM-first platform with built-in WhatsApp automation and AI tools for businesses that want messaging tightly integrated with their sales process. ##### Best for Sales-driven teams that want WhatsApp automation tightly integrated with CRM pipeline management. ##### Pros - No-code Salesbot builder lets you automate WhatsApp chats by dragging and dropping. - It supports automation on other popular channels like Telegram, Instagram, Facebook Messenger, Viber or WeChat. - Supports CRM workflows like auto-tagging, task creation and pipeline updates triggered by WhatsApp conversations. - Many native integrations - The trial plan has all the available features. ##### Cons - The interface feels outdated compared to modern messaging platforms. - Advanced AI features like Salesbot training and lead scoring are only available on the Enterprise plan. - Kommo does not currently offer AI that can be trained with PDFs, URLs, or other custom knowledge sources. - Kommo's status page frequently reports issues. - Per-user pricing is not so competitive for larger teams with many agents. ##### Customer sentiment Users often value the close link between messaging and sales pipeline updates. The main complaints are an older interface and pricing that can become harder to justify as teams or data limits grow. ##### Pricing Kommo's mid-tier plan costs $20.84 per user/month, and it comes with some limitations: Extra charges include 5,000 active leads per user and 25,000 contacts per user. #### 7\. Gupshup Gupshup is a WhatsApp-first automation platform built for businesses needing scalable, AI-powered messaging solutions. It is best suited for companies with engineering resources and high-volume communication needs. ##### Best for Large enterprises with in-house developer resources that need scalable, highly customizable WhatsApp automation across multiple channels. ##### Pros - Bot Studio offers a low-code environment for building advanced, rule-based bots. - Developers have full control, with support for API calls, dynamic routing, and custom logic. - A single automation setup can run across 30+ channels — not just WhatsApp. - Automations can be triggered by external systems or backend events. - AI bots can be trained using your own PDFs and website links. ##### Cons - Not beginner-friendly — setup is complex and geared toward enterprise teams. - AI features are only available under enterprise plans and require developer setup. - No free trial available. - Support response can be slow. - Some users have reported performance issues with the dashboard. ##### Customer sentiment Users who have technical resources often appreciate the flexibility and control. Buyers without that setup regularly flag complexity, slower onboarding and heavier implementation effort. ##### Pricing Custom quotes only. #### 8\. Manychat Manychat is a no-code automation tool designed for creators, e-commerce, social media marketers and agencies. It's easy to set up and includes some AI features. ##### Best for Creators, e-commerce brands and social media marketers who need simple multi-channel automation without team inbox or CRM routing requirements. ##### Pros - Easy drag-and-drop flow builder makes setup simple for all users. - Supports multiple channels including WhatsApp, Instagram, Messenger, TikTok, SMS and email. - Helpful AI tools like Text Improver and Flow Builder Assistant speed up message creation and automation building. - Automation can be triggered by user actions such as keywords or booking appointments. - Offers a library of templates for WhatsApp flows and automations to get started quickly. - Works well with click-to-chat ads, QR codes, and buttons to start WhatsApp chats. ##### Cons - AI agents aren't flexible enough for complex conversations. - Missing important features like CRM triggers, chat routing, and team collaboration. - The free plan doesn't include WhatsApp. - Reporting is very simple and focused on campaigns, not the full customer lifecycle. - The platform can have bugs and sometimes be unstable. - Support is only available via email. - Pricing starts low but increases as your contact list grows. ##### Customer sentiment Users frequently praise how quickly teams can launch simple campaigns and flows. Common complaints are shallow reporting and limited support for complex routing or team operations. ##### Pricing The plan starts at $15 per month, covering three users and up to 500 stored contacts. Basic automation is included, but lower-tier plans have limited capabilities. Extra fees apply for increased usage and access to advanced features. #### 9\. SleekFlow SleekFlow is a messaging platform designed for small to mid-sized businesses using WhatsApp for customer engagement and sales. It is suitable for teams that need straightforward chat workflows without heavy development. ##### Best for Small to mid-sized businesses that need straightforward WhatsApp chat workflows without heavy development or high message volumes. ##### Pros - Visual no-code automation builder. - Automation triggers include inbound messages, contact updates, scheduled messages and webhook-based events. - AI-powered agents via AgentFlow can be trained on PDFs and website content. - AI-to-human escalation: AI agents know when to hand over conversations based on flow logic. ##### Cons - Some users report slower performance at higher conversation volumes — see G2 reviews for specifics. - Pricing tiers are rigid, with strict usage limits and auto-scaling that can lead to unexpected charges. ##### Customer sentiment Users often like the simple builder and fast setup for lighter use cases. Recurring concerns focus on performance at higher volume and rigid usage limits that can affect budgeting. ##### Pricing SleekFlow's mid-tier plan is priced at US$399/month and supports 5 users. It uses a Monthly Active Contacts (MAC) pricing model, so you're billed based on the contacts you interact with. *Note: SleekFlow's pricing varies by region.* ### A Comparison: What is the Best WhatsApp Automation Tool? | Tool | Best For | Main Uses | Price | | --- | --- | --- | --- | | Respond.io | B2C sales and support teams that need omnichannel WhatsApp automation, advanced routing and AI-assisted follow-ups at scale. | Full WhatsApp + omnichannel automation, advanced AI Agents, CRM integrations | Growth: $199/month — 10 users, 1,000 Monthly Active Contacts, Unlimited workflows | | Chatfuel | Small teams or businesses new to WhatsApp automation that need a simple chatbot builder without complex setup. | Simple WhatsApp chatbot and FAQ automation, lead qualification, basic rule-based flows. | Starts at $49.49/month for only WhatsApp, with additional fees for channels or features | | Wati | Small to medium businesses operating primarily on WhatsApp that need no-code chatbot flows and basic AI without heavy integration requirements. | WhatsApp-focused chatbot, FAQ automation, lead capture, appointment booking with basic AI. | Pro: $149/month — 5 users, 2,000 automation triggers/month | | Trengo | Support teams that need a shared inbox across multiple channels with straightforward chatbot routing and FAQ automation. | Multi-channel customer support with chatbot FAQ and routing. | Starts at $579/month — 20 users, limited to 18,000 conversations annually, with extra charges for essential features such as broadcast and AI conversations | | Rasayel | B2B sales teams that use WhatsApp as their primary channel and need CRM integrations with basic AI and no-code automation workflows. | WhatsApp B2B team messaging, basic AI automation, CRM integrations. | Mid-tier: $180/month — 5 users, with additional charges for features such as CRM integration and contact connection | | Kommo | Sales-driven teams that want WhatsApp automation tightly integrated with CRM pipeline management. | CRM-first WhatsApp automation, sales pipeline automation. | Mid-tier: $20.84 per user/month, with extra charges for 5,000 active leads per user and 25,000 contacts per user | | Gupshup | Large enterprises with in-house developer resources that need scalable, highly customisable WhatsApp automation across multiple channels. | Enterprise-grade multi-channel bots with developer tools and advanced AI. | Custom quotes only | | Manychat | Creators, e-commerce brands and social media marketers who need simple multi-channel automation without team inbox or CRM routing requirements. | Multi-channel no-code automation with AI helpers and template flows. | Starts at $15/month — 3 users, 500 stored contacts, with extra fees for increased usage and advanced features | | Sleekflow | Small to mid-sized businesses that need straightforward WhatsApp chat workflows without heavy development or high message volumes. | Visual WhatsApp flow builder, AI agents, webhook triggers. | Mid-tier: US$399/month — 5 users, pricing based on Monthly Active Contacts (MAC), starting from 1,000 MAC. | ### Verdict: How to Choose the Best WhatsApp Automation Tool The best WhatsApp automation tool is the one that helps your B2C team respond faster, route leads correctly, and integrate with your CRM so conversations turn into revenue. #### If you're a business looking for an omnichannel automation tool that scales with you **Choose:** Respond.io **Best when:** You're growing chats or calls across WhatsApp, Instagram, Facebook and more — and need enterprise-grade automation, AI Agents that handle live chats and calls and integrations. **Strengths:** Powerful automation builder, multichannel inbox, advanced AI features, extensive integrations, 24/7 customer support. **Limitations:** May be too much for micro businesses and small entrepreneurs. #### If your business just needs a simple solution **Choose:** Chatfuel, Wati, ManyChat or Kommo **Best when:** You want to build basic chatbots or automate simple workflows without technical expertise. **Strengths:** Easy to get started with them. **Limitations:** Not built for omnichannel messaging, complex workflows or deep integrations. #### If you need a more specific solution for customer support **Choose:** Trengo or Sleekflow **Best when:** You want a shared inbox and automation for customer support on WhatsApp. **Strengths:** Easy-to-use interface, collaboration tools, and routing features. **Limitations:** Less suitable for businesses managing high chat volumes #### If you're a B2B team focused solely on WhatsApp messaging **Choose:** Rasayel **Best when:** Your team uses WhatsApp for B2B conversations, with CRM integrations and basic AI. **Strengths:** Clean interface, WhatsApp-focused features. **Limitations:** Lacks multichannel support and broader automation capabilities. #### If you're a large enterprise with technical resources and want to build custom solutions **Choose:** Gupshup **Best when:** You have in-house developers building complex workflows or system integrations from scratch. **Strengths:** Highly customizable, robust API access. **Limitations:** Requires technical resources; not user-friendly out of the box. #### Common buying mistakes that hurt WhatsApp revenue The most expensive mistake is buying for the wrong job. A tool built mainly for outbound blasts will not fix slow inbound lead response, weak routing or inconsistent follow-up. Buyers should also compare total cost, not just the entry price. Seat fees, contact-list billing, conversation markups, AI credits and paid add-ons can make a low starting price expensive once message volume grows. They should also ask what happens if the provider is no longer the right fit. Check whether the business keeps control of its phone number, whether contacts and conversation data can be exported cleanly, whether message templates need to be submitted again on a new platform and how much work is required to rebuild routing and follow-up workflows. A platform that is easy to buy but hard to leave can disrupt lead response and campaign revenue later. Another common mistake is over-automating without a clear handoff path. The right platform should let AI Agents qualify and route conversations, then pass complex or high-value cases to an agent with full context. Finally, avoid choosing a WhatsApp-only setup when the customer journey spans WhatsApp and other key messaging, social, voice and email channels. When teams cannot follow the same contact across channels, response times slow down and conversion data gets fragmented. Choose respond.io when you need a customer conversation management platform that automates high-volume WhatsApp workflows using its visual Workflows builder and AI Agents for routing, summaries, and follow-ups. Pick respond.io specifically when you need CRM-triggered WhatsApp workflows and AI Agents that can summarize and tag conversations for agents—capabilities most WhatsApp-only chatbot tools don't combine in one inbox. Respond.io is not the right fit if you're a solo operator who only needs basic WhatsApp autoresponders and won't use multi-step workflows or integrations. ### Case Studies: WhatsApp Automation Results with respond.io #### How Sleek Gained 3× More Qualified Leads Over WhatsApp [Sleek](https://respond.io/customers/how-sleek-gained-3x-more-qualified-leads-over-whatsapp), a digital platform offering company registration, accounting and compliance services for startups and SMEs, was running sales conversations through web chat — a channel that created friction for prospects and made it difficult to maintain consistent lead quality across multiple markets. As the business scaled, the team needed a faster, more structured way to manage high volumes of inquiries without adding headcount. Sleek migrated all customer communication to WhatsApp API connected to respond.io, setting up separate workspaces per country to manage cross-market operations cleanly. Automated chat routing and assignment replaced manual conversation handling, and built-in reporting gave the team visibility into performance across markets for the first time. The result? Sales inquiries increased 3.5× after switching to WhatsApp, qualified leads tripled, and response time dropped to 2–3 minutes through automated routing. Sleek achieved a 68% NPS — a strong satisfaction signal for a business operating across multiple markets simultaneously. #### How Praga Medica Recovered 70% More Global Leads [Praga Medica](https://respond.io/customers/praga-medica-recovers-70-percent-more-leads), a healthcare provider serving international patients, was losing leads to delayed and fragmented responses across channels. With inquiries coming in from multiple countries and no centralized system to capture and follow up consistently, high-intent prospects were slipping through before the team could reach them. By centralizing WhatsApp and other channel conversations into respond.io, Praga Medica replaced a fragmented inbox with a single platform for all international inquiries. Automation workflows handled lead capture, qualification and follow-up systematically — ensuring no inquiry went unanswered regardless of time zone or volume spikes. That's how How Praga Medica recovered 70% more global leads. For a medical tourism provider where each lead represents significant potential revenue, the combination of faster response and structured follow-up directly translated into more patients reached and more bookings protected. --- Ready to get started with the best WhatsApp automation tool? [Try respond.io for free](https://app.respond.io/user/register?lang=en). ### Further Reading - How to Use Automation to Enhance Customer Service Efficiency - How to Create a WhatsApp Chatbot: 3 Use Cases (+Examples) - TikTok Automation: 4 Benefits, How to Use It & Best Practices ## [Business Messaging: A Guide to Messaging for Business ](https:/respond.io/blog/business-messaging) Instant messaging is the dominant way people communicate with each other. Businesses have begun to use instant messaging to reach out to their customers. Businesses are jumping on the business messaging trend by reaching out to customers on apps like WhatsApp, Facebook Messenger, LINE, Viber and more. Today, it is a critical part of many businesses around the world. But how does it work? In this article, you’ll learn what business messaging is, how it benefits your business and how the right business messaging software can enhance this practice. ### Messaging in an Ever-Connected World More than [3 billion people](https://www.statista.com/statistics/483255/number-of-mobile-messaging-users-worldwide/#:~:text=Global%20number%20of%20mobile%20messaging%20users%202018%2D2025&text=In%202021%2C%20an%20estimate%20of,3.51%20billion%20users%20in%202025.) around the world use messaging apps to communicate with one another. It’s now the dominant way people communicate online, from having casual conversations to planning family events. The past several years have seen businesses use messaging apps to reach their customers better. Businesses have even made significant investments to make this a reality. #### Customer Communication Will Never Be the Same Again Today, most of our online conversations occur over instant messaging apps. Calls, texts and emails have fallen out of favor. There are several reasons for this. First, instant messaging apps happen to be free, which is a big factor in their high adoption rate. Furthermore, they have many features that improve the communication experience. Read receipts let you know when the recipient has read your message. Emojis, gifs and stickers give you more options to express yourself. All these great features produced side effects. Customers expect speedy responses, especially when messages have been read. Your customers might view it as poor service if you don't reply to their messages quickly. ![The%20world%20has%20changed%20all%20from%20sending%20a%20business%20message](https://images.ctfassets.net/ph8r57dk1q9w/20FNKyMmxvvN3584wYY3of/fd522fa0cf9e0416d6e4ab8d4a4eb80e/concepts-what-is-business-messaging-image-01_5f381dfe4a2371879206c28fa3885d14.png) Long blocks of text are also not well received. If you don’t use emojis and stickers, it can give the impression that you’re too serious. In some cases, your messages can come across as cold or unfriendly, even if that’s not your intention. All this is in stark contrast to communication via email, which is formal and slow. Despite that, many businesses still use email as their primary means of communication. Even though our personal communication has changed, should businesses do the same? In the next section, let’s look at how businesses can use instant messaging to their advantage. ### Business Messages are the Way to Go Business messaging has “democratized” commerce by giving businesses of all sizes the means to market their products directly and effectively to customers. Traditional channels like email and phone calls can’t offer the same versatility and results. In this section, we’ll focus on how you win when adopting business messaging with regard to customer relationships and revenue generation. #### Messaging for Business: Build Closer Ties with Your Customers Business messaging fills the gap in the customer experience in a way traditional channels can’t. Unlike traditional channels, there’s no pressure to have the shortest possible calls or to cram a ton of information into a single SMS. [Conversations on instant messaging apps](https://respond.io/blog/conversational-support) feel more casual than formal. This helps prevent a sense of distance from your customers and establish closer ties with them. It’s the closest thing to meeting and talking to them in person without actually being there. ![A%20great%20example%20of%20sending%20a%20business%20message%20is%20building%20close%20relationships%20with%20your%20customers](https://images.ctfassets.net/ph8r57dk1q9w/gsr3q5cCDSLkYl2m1x5U9/3b952495a085a853a3fed41f993d950b/concepts-what-is-business-messaging-image-02_087e75f73f324d8252abb323f0fd3541.png) This rapport is further built upon with the use of chat history. It provides the agent with the necessary context before answering any inquiry. This avoids customers having to repeat themselves and helps resolve queries as soon as possible. Furthermore, agents can attend to multiple conversations at a time over instant messaging. This means that your customers never have to wait that long before receiving a reply, giving them a sense of being prioritized. #### Messaging for Business: Message Your Way to Higher Sales [Conversational commerce](https://respond.io/blog/conversational-commerce#toc-mobile) is a way to create a customer-centric experience when it comes to shopping by merging e-commerce with business messaging apps. It’s a gateway for customers to reach you directly. As such, it has advantages over traditional means of conducting sales. Sales-related messages have a [5X higher open rate](https://www.inventiva.co.in/trends/top-10-best-whatsapp-marketing-2/) compared to email. This allows sales agents to engage prospects and encourage subsequent responses quickly. ![Instant%20messages%20allow%20for%20communications%20that%20improve%20your%20sales](https://images.ctfassets.net/ph8r57dk1q9w/2cf7tmxl1ZTY8bkHY9ciKP/0c4691c290b65b639de12e90158d3f2c/concepts-what-is-business-messaging-image-03_bad4e9f5177cd99c5c24cbfdc74cee67.png) The personalized nature of business messaging and improved customer engagement can increase sales conversions. Sales agents can provide quick assistance to the customer with the information they need to close sales. Despite the many benefits business messaging has to offer, there are challenges they face when using it. ### The Challenges with Messaging for Business Before adopting instant messaging for customer communications, you will need to overcome some challenges. ![What%20is%20the%20challenge%20of%20implementing%20business%20message](https://images.ctfassets.net/ph8r57dk1q9w/19rsyevcInSQdORD4lvwFO/681f92103574c348027dc2c96762cf94/concepts-what-is-business-messaging-image-04_8cd01dde300eb073d1d2cdbffb232dab.png) Here are a few of the hurdles that businesses face when trying to incorporate business messaging as a part of their operations. #### Lack of Oversight By using personal messaging apps, managers can’t oversee what agents are saying to customers. Without a centralized system or shared inbox, ensuring consistent messaging and quality customer service becomes difficult. This limited visibility makes it challenging to identify areas for improvement or provide timely feedback to agents, as saying the wrong thing can potentially damage customer relationships and negatively impact the business's reputation. Furthermore, personal messaging apps like WhatsApp Business App don't provide any built-in mechanism to measure agent performance. Without key performance indicators or metrics to track, managers struggle to evaluate [agent productivity](https://help.respond.io/dashboard-reporting/reports-leaderboard), [response times](https://help.respond.io/dashboard-reporting/reports-responses) or [customer satisfaction levels](https://respond.io/blog/csat-customer-satisfaction-score). #### Lack of Customer Context There are times when a customer may contact you through more than one messaging app. This results in customer conversations being scattered across different platforms. Without the right context, agents may struggle to provide accurate and timely responses. They may not be aware of previous conversations or have access to the complete customer profile, resulting in a disjointed and inefficient customer service experience. Agents may duplicate efforts, provide redundant information or ask repetitive questions due to the lack of visibility into the customer's previous interactions. This can lead to frustration and dissatisfaction on the customer's end, as they expect a seamless and coherent [omnichannel experience](https://respond.io/blog/omnichannel-communication) when engaging with a business across different messaging channels. #### Limited Automation Capabilities The lack of automation features in messaging apps poses additional challenges for businesses. Some apps like [WhatsApp Business App](https://respond.io/blog/whatsapp-automation#toc-mobile-2) do offer basic automation features such as auto-reply. However, their capabilities are often restricted and insufficient for complex tasks, especially for large businesses. This limitation becomes apparent in two critical areas: Inbound conversation management and overall efficiency in addressing customer inquiries. For instance, contact [routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) play a crucial role in reducing response times, ensuring contacts are sent to the right agents and providing a seamless customer experience. Businesses that rely on manual processes increase the risk of misrouted conversations or delayed responses. #### No Third-Party Software Integration For companies that rely on third-party software like [Hubspot](https://help.respond.io/e-commerce-crm-integrations/hubspot), [Zapier](https://help.respond.io/integrations/zapier) and [Salesforce](https://help.respond.io/e-commerce-crm-integrations/salesforce), the inability to integrate messaging apps with these platforms disrupts workflow efficiency and data management. Information gathered through messaging interactions won’t seamlessly flow into the established software, creating silos of data and hindering comprehensive customer insights. This can lead to data fragmentation, which can cause further inefficiencies as agents navigate multiple platforms to access customer information and provide personalized support. How can businesses address all these challenges when adopting instant messaging? There is a way to serve your audience better, keep the benefits of instant messaging and overcome these challenges. ### Respond.io: A Revolution in Business Messaging Respond.io was developed to tackle the obstacles businesses face when adopting instant messaging. It is a customer conversation management software that is packed with features that make business messaging easier and more powerful. Connect to popular messaging channels like [WhatsApp](https://respond.io/blog/whatsapp-business) and [Telegram](https://respond.io/blog/telegram-for-business) and host them all in [one omnichannel inbox](https://respond.io/blog/omnichannel-communication). ![Make%20the%20most%20out%20of%20business%20messaging%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6uatlq7yfKrUFjOJ8kbTtd/bed2668008277d2b9b43f70dc73f1e6a/concepts-what-is-business-messaging-image-05_f56e0202f603eaa1318ec1ca1fce8497.png) Keep track of customer conversations across different channels in one thread by [merging contacts](https://respond.io/blog/merge-contacts), [set up broadcasts](https://help.respond.io/broadcasts/sending-a-simple-broadcast) for multiple channels from a single broadcast builder and [automate complex tasks](https://help.respond.io/workflows/workflows-overview) like [routing chats](https://help.respond.io/inbound-conversations/route-new-and-returning-contacts) and [assigning contacts](https://help.respond.io/messages/assignment-and-closing-a-conversation) to agents. You can also [integrate existing CRM and e-commerce platforms](https://help.respond.io/workspace-settings/integrations) and analyze the performance of [agents](https://help.respond.io/dashboard-reporting/reports-leaderboard) and [broadcasts](https://help.respond.io/dashboard-reporting/reports-broadcasts). Business messaging will only grow and businesses that aren’t on these channels risk losing a significant customer base. Don’t want to get left behind? [Sign up for a free trial with respond.io](https://app.respond.io/user/register) and start using business messaging to chat with your customers today. ### Further Reading Want to learn more about business messaging to better serve your audience? Read the articles below to learn more: - Instant Messaging for Business: Your Best Options [June 2023] - WeChat Official Account: The WeChat Business Ultimate Guide - WhatsApp Business API: The Ultimate Guide to WhatsApp API ## [Business SMS: The Ultimate Guide](https:/respond.io/blog/business-sms) Looking to use SMS for business to either message your existing customers or attract new ones? You’re probably wondering how to set up a text messaging service for your business. In this article, we’ll demystify business SMS and explain how to get an SMS number, how to messages your existing customers as well as how to find new ones. Looking to use SMS for business to either message your existing customers or attract new ones? You’re probably wondering how to set up a text messaging service for your business. In this article, we’ll demystify business SMS, explain how to get an SMS number, how to messages your existing customers as well as how to find new ones. ### What is SMS? Is there anyone out there who hasn’t used SMS? It’s possibly the most prevalent form of communication. With over 65% of the world’s population using SMS, the technology is going strong 28 years after its invention. Although the concept of SMS dates back to 1984, the first text was sent in 1992. SMS hasn’t evolved much technologically since then. An SMS travels via cellular network to a nearby cell tower, then to a carrier’s SMS Center. ![This%20is%20an%20image%20showing%20how%20an%20SMS%20is%20sent.%20Before%20you%20start%20using%20business%20SMS%20service%2C%20you%20should%20understand%20how%20SMS%20works.%20SMS%20works%20using%20cellular%20networks.%20When%20you%20send%20a%20text%20message%2C%20it%20first%20goes%20to%20a%20nearby%20cell%20tower%2C%20and%20then%20into%20a%20carrier%u2019s%20SMS%20center%20%28SMSC%29.%20](https://images.ctfassets.net/ph8r57dk1q9w/3bswUg92m9SDkFhB0hD1Bh/4314b8bc13390a46f0668446e5c5b9cf/SMSforBiz-SMSInfrastructure_796e4a92c2f092fdbf1220a923284a70.png) The carrier resends that message to the cell tower closest to the recipient and finally to the recipient’s phone. If the phone is switched off, the carrier will store the SMS and forward it when the recipient becomes available. SMS is quite old technologically and has several limitations that make it somewhat unideal in today's world. These limitations include the infamous 160-character limit, the lack of support for rich content, and the inability to send a WiFi internet connection. #### MMS To solve some of these issues MMS came as an update with a richer messaging experience. It allows you to send multimedia content, instead of just text. MMS is commonly used to send pictures, but also able to send audio and video files. The world's first full-scale MMS service was launched in 2002 by Westel. Not only was this a major milestone for the telecom industry, but it opened up a wide range of additional marketing opportunities for businesses. ![This%20is%20a%20picture%20showing%20the%20screenshot%20of%20MMS.%20MMS%20is%20created%20to%20provide%20a%20richer%20messaging%20experience.%20Instead%20of%20just%20text%2C%20MMS%20allows%20you%20to%20send%20multimedia%20content.%20](https://images.ctfassets.net/ph8r57dk1q9w/1tBAlLJ4kuHla9EROCKKVu/42a2b5f5ad9acb7010eb4abd0d6540b3/SMSforBiz-SMSvsMMS_7d8b7a522e42e25eec26e607d83ec168.png) MMS campaigns are more engaging and have a higher opt-in rate than SMS. MMS content is also 8 times more likely to be shared by customers. Best of all, each MMS allows 1,600 characters. That's ten times the number of characters allowed for SMS! While MMS has overcome some major drawbacks of SMS, it still lacks the core features of modern messaging apps like read receipts, typing indicators, stickers and location sharing. #### RCS Messaging and iMessage To compete with feature-rich messaging apps, carriers have become incentivized to improve SMS in the form of [Rich Communication Services (RCS)](https://respond.io/blog/what-is-rcs-messaging). Although the idea of RCS came from various carriers in 2007, Google took charge of its rollout in 2019**.** Sadly, RCS is a next-generation texting protocol for Android and isn’t compatible with iOS. Although it does have the features expected from modern messaging apps, except encryption. Google's interest and in RCS likely stemmed from the success of iMessage. ![This%20is%20an%20image%20of%20the%20screenshot%20of%20RCS%20messaging.%20To%20compete%20with%20feature-rich%20messaging%20apps%2C%20carriers%20have%20become%20incentivized%20to%20improve%20SMS%20in%20the%20form%20of%20Rich%20Communication%20Services%20%28RCS%29.%20](https://images.ctfassets.net/ph8r57dk1q9w/2pdak30rl3QHZKRpBTJO5c/e3b01ce6d025b3cd1827400eb03bd65e/SMSforBiz-SMSvsRCS_857e259fcea62c333e5b75e23f477c57.png) iMessage was launched in 2011 on all iOS devices, with the same features as modern messaging apps including end-to-end encryption. iMessage for business, known as [Apple Business Chat](https://respond.io/blog/apple-business-chat) even allows users to make purchases directly in iMessage. ![This%20is%20an%20image%20showing%20how%20iMessage%20works.%20Apple%u2019s%20iMessage%20has%20similar%20features%20to%20RCS%20messaging%2C%20with%20the%20additional%20benefit%20of%20end-to-end%20encryption.%20iMessage%20was%20launched%20in%202011%20and%20it%u2019s%20baked%20into%20all%20iOS%20devices.%20](https://images.ctfassets.net/ph8r57dk1q9w/16w8nhne5qNPeHsdtOK3ex/ee0a5dd26aa53eaa6138915564439970/SMSforBiz-SMSvsRCS_ce9d4c7ead9245058f2d832f1f321614.png) However, neither RCS nor iMessage work across both operating systems. This is perhaps why business use of iMessage and RCS may never achieve the ubiquity of Business SMS. #### Is SMS Still Popular? Yes, unbelievably so. Anyone in the world with a mobile phone can receive an SMS. And today’s 5 billion SMS users are predicted to grow to 5.9 billion by 2025. China and India have the most SMS users with 1.1 billion and 730 million respectively. ![This%20is%20an%20image%20showing%20the%20popularity%20of%20SMS.%20SMS%20is%20a%20universal%20messaging%20medium.%20Unlike%20iMessage%20and%20RCS%20Messaging%2C%20SMS%20is%20already%20built%20into%20every%20device%20in%20the%20market%20and%20it%20works%20almost%20everywhere.](https://images.ctfassets.net/ph8r57dk1q9w/5FJEQUTCqVCiswdz1Y765C/ab7db5259c809ef7952f33b4dcf3dd3f/SMSforBiz-SMSIsUniversal_89996e9436223d3157a8a7c6fe218c37.png) Last but certainly not least SMS has an unbeatable open rate of 98% with an astonishing click-through rate of 40%, dwarfing emails paltry 2% click-through rate. This level of reach and open rates make SMS an amazing communication tool for businesses. ### SMS Business: Numbers & Providers If you’re a company considering using SMS for business the two biggest decisions you’ll need to make are the type of number you want for your business and the company which will provide SMS sending capabilities. #### SMS Business: Numbers There are four main types of numbers alphanumeric ID, long code, short code and toll-free numbers. The best number for your business will largely depend on your use case. ![This%20is%20an%20image%20showing%20different%20types%20of%20SMS%20numbers.%20SMS%20numbers%20or%20SMS%20sender%20IDs%20are%20normally%20seen%20at%20the%20top%20of%20the%20chat.%20There%20are%20four%20main%20types%20of%20numbers%2C%20including%20alphanumeric%20ID%2C%20long%20code%2C%20toll-free%20numbers%20and%20short%20codes.](https://images.ctfassets.net/ph8r57dk1q9w/2Rtj1bE1Vru2DcG4QFoMSy/187de0a4a57f0cfeb305d84923ca9796/SMSforBiz-PhoneNumbers_c4c0782e3e45f64ca874cd2782835d02.png) Picking the wrong type of number for your company may result in suspension or even termination. Below we’ll discuss each SMS number option in terms of format, use case, and price. We’ll also show you how to apply for a business SMS number. ##### **Alphanumeric ID** Alphanumeric IDs are perfect for governments or businesses looking to send 1-way notifications from a highly recognizable number. The downside is Alphanumeric IDs cannot receive direct replies. ![This%20is%20a%20picture%20showing%20the%20key%20characteristics%20of%20alphanumeric%20ID%20or%20custom%20ID.%20Alphanumeric%20IDs%20can%20be%20used%20to%20present%20anything%20from%20a%20business%20to%20government%20organization.%20You%20should%20consider%20getting%20alphanumeric%20IDs%20if%20you%20want%20a%20highly%20recognizable%20number.](https://images.ctfassets.net/ph8r57dk1q9w/306cjXlgqIJxatvlixZk7b/0ebe01f20493c5a04e118021af0ea8f1/SMSforBiz-AlphanumericIDs_7c4e2c3fce52f2aa42736214f7d5584c.png) This makes Alphanumeric IDs perfect for sending broadcast messages like mass alerts, verifications, and notifications. Keep in mind, carriers generally don’t allow messages with gambling or adult content. Alphanumeric IDs contain up to 11 letters or numbers. At least one letter is mandatory, while special characters are not allowed. SMS providers in most countries activate this number type instantly, some countries require additional business documents to apply. ![This%20is%20an%20image%20showing%20the%20uses%20cases%20of%20alphanumeric%20sender%20ID.%20Alphanumeric%20IDs%20cannot%20receive%20direct%20SMS%20replies%2C%20but%20they%20are%20perfect%20for%20sending%201-way%20broadcast%20messages%20including%20mass%20alerts%2C%20verifications%2C%20notifications%20and%20marketing%20messages.%20Please%20note%20that%20SMS%20carriers%20generally%20don%u2019t%20allow%20gambling%20or%20adult%20content.%20](https://images.ctfassets.net/ph8r57dk1q9w/1OgCG2oh1FGfw2rO3jekSc/0916e3d3d04f462ab589363cf73f706f/SMSforBiz-AlphanumericNumbersUsedFor_e369c716d7e19358da2161f65cfca864.png) In most cases, Alphanumeric IDs don’t have any additional charges aside from SMS messaging fees. However, some countries do charge an extra fee monthly, per-SMS usage fee or setup fee to use an Alphanumeric ID. ##### **Short Codes** Short Codes are 5 to 6 digit numbers are shared or dedicated to your company. Short Code applications go through a rigorous vetting process making them least subject to filtering by carriers. Short Codes have the highest deliverability among numbers. Shared Short Codes are suitable for companies sending outbound SMS. Whereas a dedicated Short Code is needed for 2-way messaging. ![This%20is%20a%20picture%20showing%20the%20main%20features%20of%20short%20code.%20Short%20codes%20are%20commonly%20used%20by%20companies%20to%20send%20a%20high%20volume%20of%20SMS.%20They%20can%20either%20be%20shared%20or%20dedicated.%20Short%20codes%20are%20made%20of%205%20to%206%20digits.%20](https://images.ctfassets.net/ph8r57dk1q9w/7w9SXUKBu994rJ4sAm6pCA/11cd19e6aefe94f3c489a084199e963e/SMSforBiz-ShortCodesCharacteristic_53254049b737170ecf4c7af93cd7cb6d.png) With their high deliverability, Short Codes are ideal for sending marketing, notification, alerts, one-time passwords (OTPs), and two-factor authentication messages. Or generally any critical communication between companies and customers. Although Short Codes cannot be purchased, they can be leased quarterly or annually. Generally, you’ll need to submit an application and pay upfront for the number on top of regular SMS fees. The approval process usually takes 8 to 12 weeks. ![This%20is%20an%20image%20of%20the%20use%20cases%20of%20short%20codes.%20Short%20codes%20are%20intended%20for%20mass%20messaging.%20They%20are%20perfect%20for%20sending%20marketing%20SMS%20as%20well%20as%201-way%20transactional%20SMS%20such%20as%20notifications%2C%20alerts%2C%20one-time%20passwords%20%28OTPs%29%20and%20two-factor%20authentication.%20](https://images.ctfassets.net/ph8r57dk1q9w/6UdDFqtZ4HrcgH0LSTVx70/5df5311c51543376833b5219e1703827/SMSforBiz-ShortCodesareFor_c91b683590edba55f4e00b1c7d748b28.png) Having the highest delivery rate, Short Codes are the most expensive type of number. In the US, businesses need to pay a one-time setup fee of $650, a quarterly lease payment ranging from $1,500 to $4,500, and a per-message usage fee of $0.0075. ##### **Long Codes** Long Codes are standard 10-digit phone numbers that are usually also voice capable. This makes long codes ideal for customer service over business SMS. Allowing companies to have one point of contact. ![This%20is%20a%20picture%20of%20the%20main%20features%20of%20long%20codes.%20%20A%20long%20code%20is%20the%20standard%2010-digit%20phone%20number%20capable%20of%20receiving%20voice%20calls.%20It%20begins%20with%20area%20code%20and%20it%20can%20be%20a%20landline%20or%20VoIP%20number.](https://images.ctfassets.net/ph8r57dk1q9w/2dfhy3tUicxUo5VCB8ZjdZ/314f6f3943286c8b615773f374338842/SMSforBiz-LongCodesCharacteristic_22e3eb4939959aa9e5ddc37a01b865f5.png) Long codes cannot be used for broadcasting because messages are filtered by carriers. Filtering works like email filtering systems. It looks at the content and volume of messages to ensure compliance with local regulations and carriers’ policies. ![This%20is%20an%20image%20showing%20the%20use%20cases%20of%20long%20codes.%20Long%20codes%20are%20great%20for%201-to-1%20communications%2C%20including%20sales%20and%20customer%20support.%20](https://images.ctfassets.net/ph8r57dk1q9w/26C8gBWUJaIMuzOcX9UiY4/37c2a3832b4325d4f2129768a552ff1f/SMSforBiz-LongCodesareFor_2ee91c54ffbb73f0ace82bdff59a59a4.png) Long codes are the cheapest option out of the four numbers. There are two price determinants for long codes, including a monthly lease payment of $1.00 and a usage fee of $0.0075 per message. ##### Toll-free Numbers Like Long Codes, Toll-free numbers have 10-digits but start a 1-800 prefix. Because they are much cheaper than long codes, they are a great option for businesses that need broadcasts. The number can also be customized to spell a name like *1-800-FLOWERS*. ![This%20is%20a%20picture%20of%20the%20main%20characteristics%20of%20SMS%20toll-free%20number.%20Toll-free%20numbers%20are%20great%20for%20businesses%20that%20want%20to%20send%20broadcast%20messages%2C%20but%20not%20ready%20to%20pay%20the%20hefty%20price%20tag%20of%20a%20short%20code.%20](https://images.ctfassets.net/ph8r57dk1q9w/3tmxM1t2rRRTNSQ2EACefm/fd4a3743f96b0392d6bbe9c260c50223/SMSforBiz-TollNumbersCharacteristic_e43b8c49f5fe45edbceb1bbfc7a7026f.png) Toll-free numbers are the most versatile type of number. They work well for both broadcast and 1:1 communications. Its use cases include account alerts, notifications, OTPs, verification codes as well as customer support and sales. In some countries, toll-free numbers are not allowed to send marketing SMS. Sending promotional SMS from a toll-free number may result in carrier filtering and delivery failure. ![This%20is%20a%20picture%20showing%20the%20use%20cases%20of%20SMS%20toll-free%20numbers.%20Toll-free%20numbers%20are%20the%20most%20versatile%20type%20of%20number.%20They%20work%20well%20for%20both%20broadcast%20and%201%3A1%20communications.%20Its%20use%20cases%20include%20account%20alerts%2C%20notifications%2C%20OTPs%2C%20verification%20codes%20as%20well%20as%20customer%20support%20and%20sales.%20](https://images.ctfassets.net/ph8r57dk1q9w/1SRywYCdMOsR3lJaeNHv3K/8c71de07e7e3984a55e6880028ea95d3/SMSforBiz-TollNumbersareFor_ea9d8069d0ffdbda0ccda97cb91314b1.png) Toll-free numbers are slightly pricier than Long Codes, but relatively affordable compared to Short Codes. The total price includes a monthly rental fee of around $2.00 and a usage fee of $0.0075 per message. #### SMS Accounts: SMS Providers Since SMS infrastructure is decentralized among carriers across the world, creating in house SMS capabilities would require various carrier partnerships and be time-consuming to build. SMS providers remove this hassle and make it easy to get started. ![This%20is%20a%20picture%20of%20the%20benefits%20of%20SMS%20providers%20like%20Twilio.%20SMS%20providers%20like%20Twilio%20and%20Vonage%20have%20made%20it%20easier%20to%20get%20started%20with%20SMS%20business.%20You%20may%20purchase%20or%20lease%20any%20type%20of%20number%20directly%20from%20an%20SMS%20provider.%20](https://images.ctfassets.net/ph8r57dk1q9w/3lqWToH28PMkD6jh6doXzR/a135dbe49cad908b63bba2a0674c6f61/SMSforBiz-BizEasierSMSProvider_18aca3dc2ca7672c4967f4a5385b3e2c.png) There are tons of SMS providers to choose from, two popular ones are Vonage and Twilio. They provide phone numbers and sending capabilities in many countries. Allowing businesses to send and receive SMS messages via API. There are many SMS providers out there to choose from. You should evaluate partners based on their pricing, phone number availability, and geographic reach. Generally, if you are looking for a cheaper partner you may want to explore local alternatives. ![This%20is%20a%20picture%20showing%20the%20criteria%20used%20to%20evaluate%20different%20SMS%20providers.%20In%20general%20you%20should%20pick%20SMS%20provider%20based%20on%20its%20pricing%2C%20features%2C%20and%20quality%20of%20support%20and%20documentation.](https://images.ctfassets.net/ph8r57dk1q9w/7iyAAZDl4kkr8aH4qgFynM/9aa64bfc666a24b942e6d399b6ad54f7/SMSforBiz-ChoosingSMSPrivider_a8afe50b6848fccaf993863e4aaa09d6.png) One of the easiest SMS Partners to get started with is Twilio. They have phone numbers available for many countries, with reach around the world. Their per message billing system makes it inexpensive to text if SMS is right for your business. #### How to Get a Twilio SMS Account To start creating a free trial Twilio SMS Account, head to [this Twilio page](https://www.twilio.com/try-twilio). **1\. Fill up the form.** Enter your name, email and create a password. ![This%20is%20a%20picture%20of%20the%20screenshot%20of%20the%20Twilio%20sign%20up%20page.%20The%20first%20step%20is%20to%20fill%20up%20the%20form.%20Enter%20your%20name%2C%20email%20and%20create%20a%20password.%20](https://images.ctfassets.net/ph8r57dk1q9w/2eDUNVo2oZ35y4NhoY4agt/f4a7e91efe92b4c93a68b17d713a1b8e/firsttwilio_de832aca4ed2072f1bb1614d712added.png) **2\. Verify your details.** Click the confirmation link in the email. Then, enter your phone number and verification code. ![This%20is%20a%20picture%20of%20the%20screenshot%20of%20the%20Twilio%20SMS%20account%20creation%20page.%20Verify%20your%20details.%20Click%20the%20confirmation%20link%20in%20the%20email.%20Then%2C%20enter%20your%20phone%20number%20and%20verification%20code.](https://images.ctfassets.net/ph8r57dk1q9w/5ruSlFCsq01Ae8h1p3uNxy/7efa7989dbc8df0b503abfadf9a5040c/verifytwilioemail_078ca6a49b8f98986f02f8916cd55b77.png) **3\. Press the** ***Get a Trial Number*** **button on Twilio dashboard**. Twilio will recommend a phone number based on your location. If you’re not picky about your Twilio phone number, let Twilio pick your first one. ![This%20is%20an%20image%20showing%20how%20to%20set%20up%20phone%20numbers%20for%20twilio.%20Press%20the%20Get%20a%20Trial%20Number%20button%20on%20Twilio%20dashboard.%20Twilio%20will%20recommend%20a%20phone%20number%20based%20on%20your%20location.](https://images.ctfassets.net/ph8r57dk1q9w/5gpciR3jh8R47Jt3TsM0TY/8584eb32a725d468fc4b0602efe49b20/Choosetwilionumber_a817b655f7348acbfa10e7eb1cf634fc.png) **4\. Choose another phone number.** If you don't like the number Twilio selects for you, choose another phone number that best suits your company's needs. You may select a number from any country available on Twilio. ![This%20is%20an%20image%20showing%20the%20second%20step%20of%20setting%20up%20phone%20numbers%20for%20twilio.%20If%20you%20don%27t%20like%20the%20number%20Twilio%20selects%20for%20you%2C%20choose%20another%20phone%20number%20that%20best%20suits%20your%20company%27s%20needs.%20You%20may%20select%20a%20number%20from%20any%20country%20available%20on%20Twilio.](https://images.ctfassets.net/ph8r57dk1q9w/JdTYDN5Lm62ak2sukjZQI/52e250fee09522ad04195cd06b5ada0e/Buyatwilionumbber_0b0d14a53d9ba490a65568347bc77e51.png) You will not be charged for any Twilio numbers purchased during the free trial, although you may see charges on the Project Usage page. This is just to give you a feel for Twilio's pricing. **5\. Connect your Twilio account to a CRM.** After you create a Twilio account and a number, you may use a CRM for business text messaging. To connect Twilio to an API, you need Twilio Account SID and Auth Token, which can be found in Settings. ![This%20is%20an%20image%20showing%20how%20to%20access%20the%20API%20credentials%20for%20Twilio.%20After%20setting%20up%20phone%20numbers%20for%20twilio%2C%20you%20can%20connect%20your%20Twilio%20account%20to%20a%20CRM.%20To%20connect%20Twilio%20to%20an%20API%2C%20you%20need%20Twilio%20Account%20SID%20and%20Auth%20Token%2C%20which%20can%20be%20found%20in%20Settings.%20](https://images.ctfassets.net/ph8r57dk1q9w/6EaLiIZLbhfFdgKSiNqs6f/df883b0d071403b688a271d59ff5de48/connecttwiliotoapui_59332fd8e06b8281f2678dc2f9e3c9c0.png) Twilio doesn’t have a messaging console. To start messaging, [create a free respond.io account](https://app.respond.io/user/register) and [connect your Twilio account](https://help.respond.io/sms/twilio-sms#connecting_twilio_sms). But you are not ready for SMS business messaging until you read our guide on SMS best practices below. ### SMS Business: Best Practices Using SMS for the first time can be daunting. Since SMS interactions are regulated by governments, carriers, and SMS Partners themselves. It can be difficult to know what is allowed and what is not. So we’ve put together some simple best practices. ![Many%20countries%20have%20laws%20that%20protect%20people%20against%20unwanted%20SMS%20communications.%20To%20ensure%20that%20SMS%20messages%20are%20sent%20in%20compliance%20with%20regulatory%20requirements%2C%20always%20follow%20best%20practice%20guidelines%20published%20by%20industry%20groups.](https://images.ctfassets.net/ph8r57dk1q9w/1qXSXySBJeFHOl2BjhSUL4/82f1010bba8bbf73847c384866d934fa/SMSforBiz-GovernedBy_e3f55f8d662501c13d49e0077ef1ae76.png) We’ve divided our best practices into two sections. First, we’ll discuss SMS Contact Opt-in & Opt-out strategies. Then we’ll discuss SMS messaging practices and limitations. #### SMS Business: SMS Contact Opt-in & Opt Out Buzzwords like opt-in and opt-out may sound daunting, but the idea is simple. Only send communications to users who want to receive them. SMS Contacts let you know they want to receive messages by opting in and stop receiving by opting out. Although in some countries there are legal implications for not handling these correctly. The best reason for paying attention to how you handle opt-ins and opt-outs is to avoid annoying your actual customers. Not everyone wants to communicate via SMS. ##### SMS Business: Contact Opt-in Opt-in means Contacts need to explicitly consent to receive SMS messages. Just because you have their phone number doesn’t mean they have opted-in. Opt-in requires the Contact to understand the messaging they will receive and agree to it. ![This%20is%20a%20picture%20showing%20the%20different%20ways%20to%20opt-in%20to%20SMS%20business.%20SMS%20opt-ins%20can%20be%20done%20either%20electronically%20or%20in%20pen%20%26%20paper.%20The%20most%20common%20type%20of%20opt-in%20is%20handset%20opt-in%2C%20where%20users%20text%20a%20keyword%20like%20Start%20to%20a%20number.%20Businesses%20may%20also%20collect%20opt-ins%20through%20web%20forms%2C%20automated%20phone%20systems%20or%20at%20a%20point-of-sale%20%28POS%29.%20](https://images.ctfassets.net/ph8r57dk1q9w/5h4Iqg9jlvrPMDMovsQRsW/373a8282ebb6e226fba3bf44893d8373/SMSforBiz-WaysOptIn_32801f7fc0702d8334a6207b4afbd54e.png) SMS opt-ins can be done via SMS chat or through some other medium. The simplest type is handset opt-in, where Contacts send a business an SMS message first. However, this is not generally the case with SMS conversations. Businesses usually collect opt-ins through web forms, automated phone systems or at a point-of-sale (POS). POS opt-ins often happens after customers completed their purchases and are asked for their personal information. ![This%20is%20an%20image%20showing%20the%20difference%20between%20normal%20and%20double%20opt-in.%20To%20remain%20compliant%2C%20companies%20may%20go%20the%20extra%20mile%20and%20establish%20a%20double%20opt-in.%20Once%20a%20customer%20has%20opted%20in%2C%20ask%20them%20to%20confirm%20their%20consent.%20This%20can%20be%20as%20simple%20as%20replying%20with%20a%20YES.](https://images.ctfassets.net/ph8r57dk1q9w/49nL0syXop2PbIcm3beZEg/744eabd2f8a24f2ec4df48d11970ac51/SMSforBiz-SingleVSDoubleOptIn_daa87b6d7aee3380f3229da4828eda7b.png) To remain compliant, businesses may go the extra mile and establish a double opt-in. Once a customer has opted in, ask them to confirm their consent. This can be as simple as replying with a *YES.* Ultimately opt-ins are always required, double or not. Sending unsolicited SMS messages may result in the suspension of number. Ideally, the first message to the Contact should include clear information on how to opt-out. ##### **SMS Business: Contact Opt-out** Once a Contact opts out you’ll need to have a way to stop messaging them. Some SMS providers will have a way to automatically Opt a Contact out of a list when they send keywords like STOP, END, or CANCEL. ![This%20is%20a%20picture%20showing%20the%20different%20ways%20to%20opt-out%20for%20SMS%20business%20.%20The%20most%20common%20way%20to%20opt-out%20is%20to%20reply%20*STOP*%2C%20or%20equivalent%20keywords%20such%20as%20*END*%20and%20*CANCEL*%20to%20a%20number.%20](https://images.ctfassets.net/ph8r57dk1q9w/4sT86l9WOvrfNb9lknk5qi/bcf155cbe878bdce5c7b91e8b92ba1a7/SMSforBiz-WaysOptOut_b84e51386153c02e5951b9cbe945a745.png) Opt-out can extend to other reply languages apart from English. Some SMS providers allow you to send a customized reply based on the language of the opt-out keyword. After opting out, users can always opt back in by replying *START*, *YES* or *UNSTOP.* Aside from keyword reply, businesses should honor all opt-out requests made via any reasonable means. This includes but not limited to emails, phone calls, web forms or social media channels. #### SMS Business: Messaging Customers via SMS Messaging your customers over SMS is relatively straight forward. Once you’ve got their number you can send a customer the first message to start the conversation. However, the medium of SMS does have a few limitations you should keep in mind. ![Messaging%20your%20customers%20is%20relatively%20straight%20forward.%20Once%20you%u2019ve%20got%20their%20number%20you%20can%20send%20a%20customer%20the%20first%20message%20to%20start%20the%20conversation.%20However%2C%20there%20are%20a%20few%20limitations%20you%20should%20keep%20in%20mind.](https://images.ctfassets.net/ph8r57dk1q9w/4HozWPT4to8zLHAZoFv2oN/f20ccfed01c523fc54af4f19c494a1c7/SMSforBiz-LimitationSMS_cd0527de6fafdb7e7157ed4b49591cc4.png) ##### SMS Business: Character Limit SMS messages have a 160 character limit. Businesses can exceed the character limit when they include certain punctuation marks or non-Latin characters. These special characters use more standard characters, reducing the character limit from 160 to 70. ![This%20is%20an%20image%20showing%20the%20character%20limit.%20Businesses%20may%20inadvertently%20exceed%20the%20character%20limit%20when%20they%20include%20certain%20punctuation%20marks%20or%20non-Latin%20characters.%20These%20special%20characters%20take%20up%20more%20space%2C%20reducing%20the%20character%20limit%20from%20160%20to%2070.%20](https://images.ctfassets.net/ph8r57dk1q9w/3dHE2pTSrCAZgfxQUjGc9r/c62bef4915e12b6c6f173ba4d0149393/SMSforBiz-CharacterLimit_d6fa09abd3efaf35a6323857443e1c0f.png) Exceeding the character limit will cause your message to be segmented into two. Businesses will have to pay double the price, which can be significant when sending a large number of SMS. ##### Business SMS: Rate Limit Restrictions Long Codes are the most restrictive type of numbers when it comes to volume. They cannot be used to send SMS broadcasts because it has a limit of 1 outbound SMS per second. ![This%20is%20an%20image%20showing%20the%20volume%20restrictions.%20Long%20codes%20are%20the%20most%20restrictive%20type%20of%20numbers%20when%20it%20comes%20to%20volume.%20They%20cannot%20be%20used%20to%20send%20broadcasts%20because%20it%20has%20a%20limit%20of%201%20mesage%20per%20second.](https://images.ctfassets.net/ph8r57dk1q9w/e9OmkjRKdbzUwm3PsKAx7/434e847f6f32a4756183206dad08930e/SMSforBiz-VolumeRestrictions_d029060f9b37e5820d6d936235541627.png) More importantly, SMS sent from a Long Code can be heavily filtered. Delivery may fail when carriers detect broadcasts being sent from a long code. It's not known how many SMS you can send before hitting the filter because the way filtering works is ambiguous. ##### Business SMS: Frequency and Timing When it comes to SMS business messaging, less is more. Your customers are more likely to opt-out if they are bombarded with promotional SMS every day. We recommend limiting the frequency of SMS broadcasts to once or twice a week. The timing of SMS business messaging is just as important. Sending SMS at odd hours will not only annoy your customers, but you may also face legal actions. Some countries only allow businesses to send promotional messages at certain hours or days. ![This%20is%20an%20image%20on%20the%20frequency%20and%20timing%20of%20marketing.%20Your%20customers%20are%20more%20likely%20to%20opt-out%20if%20they%20are%20bombarded%20with%20promotional%20offers%20every%20day.%20We%20recommend%20limiting%20the%20frequency%20of%20broadcasts%20to%20once%20or%20twice%20a%20week.](https://images.ctfassets.net/ph8r57dk1q9w/d8E5hfgn58VS1XAY9E9WM/6dd7f63f721e7d95c816f491774a76fb/SMSforBiz-FreqTiming_299c3d878a93fbe662409c4b2c03a434.png) Even in countries without these regulations, the best practice is to send broadcast SMS at appropriate times. Not only it reduces the chance of being blocked, but your customers are also more likely to respond to SMS sent at the right time. If you have customers in different time zones, you should also take that into consideration. You wouldn’t want to send SMS to customers at the wee hours of the night! #### Business SMS: Geographical Restrictions SMS business messaging is even more complicated when you have international subscribers. There are cross-border restrictions for certain numbers like Short Codes, and 2-way messaging is not always possible. ![This%20is%20an%20image%20on%20the%20geographical%20restrictions.%20Messaging%20is%20even%20more%20complicated%20when%20you%20have%20international%20subscribers.%20There%20are%20cross-border%20restrictions%20for%20certain%20numbers%20such%20as%20short%20codes%2C%20and%202-way%20messaging%20is%20not%20always%20possible.](https://images.ctfassets.net/ph8r57dk1q9w/3fRg3l0YWGgeKLgLDoUdmz/4952fdd6823608cd1ac2d0c4768657d2/SMSforBiz-GeogRestrictions_fe0414cecafd7d88ed772e1b19c70a5e.png) A Short Code is only able to send messages to local phone numbers. For instance, US Short Codes can only send SMS to US phone numbers. To send SMS internationally, you need to buy a Short Code in the destination country. International 2-way messaging cannot always be guaranteed. In some countries like India, carriers may change the displayed number on the recipient’s phone. This means replies from recipients will not be routed back to your number. ### Business SMS: Infographic ![This%20is%20a%20picture%20of%20an%20infographic%20about%20Business%20SMS.%20The%20infographic%20covers%20things%20like%20is%20Business%20SMS%20still%20popular%2C%20different%20types%20of%20Business%20SMS%20sender%20ID%2C%20the%20price%20determinants%20of%20Business%20SMS%20sender%20ID%2C%20Business%20SMS%20regulations%2C%20Business%20SMS%20opt-in%20and%20Business%20SMS%20opt-out%20best%20practices%20as%20well%20as%20the%20restrictions%20of%20Business%20SMS%20messaging.](https://images.ctfassets.net/ph8r57dk1q9w/5bVV7TGcgtW25KjZL9IizR/42710a7735043cd727e3b2604e3b2f0b/business-sms_a238baea13072bb1971a7a6a0be2bf36.png) ### Further Reading If you’re interested in more how-to content about using business messaging apps, we recommend the following articles: - The Ultimate Guide to Messaging Apps for Business - How To Use The Facebook Comment Auto Reply - How to Add Facebook Messenger to Your Website ## [Chat Automation: How To Get Started](https:/respond.io/blog/chat-automation) Have you been thinking about automating your customer chats but don't know where to start. Here is a 5 step strategy that will get you where you need to go. Whether you are looking for Facebook Chat Automation, to Automate WhatsApp Messaging, to automate canned responses or automate chats of any kind the tenets of message automation are always the same. If you over automate a conversation, your customer service will suffer, if you under automate it's going to cost you a lot. This guide helps get message automation just right. As with any endeavor that has high potential cost savings, the process of message automation is not one that you can just flick on and off like a light switch. It is a process of trial, error, and optimization. It is essential to go through this process because it is easy to disappoint a user or a customer in the real-time messaging environment. We've developed five necessary steps to follow. To follow these five steps you'll need: - A Respond.io Account - A connected messaging app channel - Customers or users who'll chat with you in the messaging app channel ### 1\. Chat Automation: Evaluate Conversations The first step to message automation is understanding the chats your customer service representatives and salespeople are having with your customers or users. The goal of this step is to get a vague idea of the potential pay off you can achieve by automating some conversations. For the initial research, ask the business development team, sales department, and customer representatives for anecdotal data. You'll be surprised how bothered employees can be about repetitive messaging. Record the answers employee's give to these questions: - What are the most common first messages or questions they receive in the chat? We'll call these onboarding messages. - What are the most common problems your customer support team responds to for customers or users that your company has already chatted with? We'll call these Frequently Asked Questions (FAQs). - How often are the responses given for either onboarding messages or FAQs exactly the same? At this stage, you'll have a pretty good idea of which topics you should conduct more research about by looking at past chat conversations. Past conversations will help you understand where automated onboarding and automated canned responses can be of use. ### 2\. Chat Automation: Identify Opportunities The second step to practical chat automation involves finding parts of conversations that you can automate using chat automation rules (for Onboarding Messages) or AI (for FAQs). To do so, find sample chats of onboarding messages & FAQs that you learned about from your team in Step 1. The best way to find samples of onboarding messages and FAQs is to look directly at chats. You may try to go through emails to find this information, but email conversations will not be useful because the way people write in a real-time chat is vastly different from email. If you've got live chat set up on your website, checking those conversations is an excellent place to start. If you have messaging app business accounts set up already, you'll be able to find records of your chats in the following places: - Facebook: all conversations are recorded in Facebook Inbox - WhatsApp: all conversations are recorded on the WhatsApp Business App - WeChat: all conversations are recorded on the WeChat Official Accounts Platform - Line: all conversations are recorded in the Line@ 1 to 1 chat app Once you've got about 10 to 20 examples of chat conversations for each onboarding message & FAQ you'd like to automate you're ready for the next step. ### 3\. Chat Automation: Onboarding Flows For most businesses, we see a few questions or topics that are so prevalent that it's best to preempt it for all new contacts (subscribers). An onboarding automation helps to welcome new contacts into the conversation. It can be a message to educate a contact about an issue or a question that the contact can answer that lets you help them faster. When choosing what kind of message to send or question to ask with your first onboarding automation consider the chat automation matrix below. ![This%20is%20a%20chat%20automation%20matrix.](https://images.ctfassets.net/ph8r57dk1q9w/5KK3GcPPvy0P05pyOCAGCS/df847119e91709df068e708c59466222/conversations_83f424c4ba5a60692eda629accfeeaa2.jpg) Make sure to start automating messages where you have a high probability of being right and a low cost of being wrong. Our first experiment was just one simple question. What language do you prefer to chat in English, Spanish or Chinese? It's very easy to make a simple onboarding automation like this for your own company. **1\. Navigate to Settings > Add Field** and create a field with the contacts preferred language. ![Create%20a%20Custom%20Field%20to%20Record%20the%20Data%20to%20get%20started%20with%20Chat%20Automation.](https://images.ctfassets.net/ph8r57dk1q9w/1eJshvDti2t3LFQ7NoY389/ac0b3d2123841acedf772fc713a4dfde/AddCustomField_c759f28097749491f802def4b3ca46e3.png) **2\. Navigate to Surveys > Add Survey** and create a survey to ask a contact their preferred language. ![Create%20A%20Survey%20To%20Collect%20The%20Data%20to%20get%20started%20with%20chat%20automation](https://images.ctfassets.net/ph8r57dk1q9w/1t4QnLKhVwZsj8ZRyH8mf5/164ba01dd5314d96a589f88e59a62001/AddSurvey_9efe22d9407eda0f5a65df8d1a6e60c3.png) **3\. Navigate to Automation > Add Rule** and Create a Rule that sends the survey to the contact when they start the conversation. ![Create%20A%20Rule%20To%20Launch%20The%20Surve](https://images.ctfassets.net/ph8r57dk1q9w/5Yv9DtpSTmyxnxTD2G3X2g/0953c234b5597969dea404ca0f17c2e9/SurveyAutomation_45166d759072b704c2078943f434858f.png) **4\. Navigate to Automation > Add Rule** and create a rule that assigns the contact to one of your Respond.io platform users depending on the language they choose. ![Create%20A%20Rule%20To%20Assign%20Someone%20Based%20On%20The%20Survey%20Response](https://images.ctfassets.net/ph8r57dk1q9w/Tr2kuMJuwUB7Zn8pwxM3O/71905a2555dd961cf3cca1855d94404a/AssignAutomation_9ddaec8d963691a64fb7537fda0fe484.png) That's it. You've created your first automation. A word of caution, we tried our first experiments with onboarding automations in a closed environment that didn't include our real users. However, we quickly learned this method wasted our teams time (they were the testers) and usually didn't reflect on what actually happened in the real world. Experiment with very light automation first, like the one we described above and test it on your real contacts. If you're ready for something more complex, we've created also created [a guide to complex onboarding automations](https://rocketbots.io/blog/onboarding-chat-subscribers/). Now that you've done something to automation contact onboarding, let's created some canned responses and automate to canned responses. ### 4\. Chat Automation: Automating FAQ Once you've gone through your chat logs and have a good idea of your frequently asked questions, time to make canned responses. This is a test to see if your responses can be automated. If your agents find your canned responses sufficient, then they work. In our case, the most common questions are about connecting channels. People will ask, how can I connect WhatsApp to your platform? How can I connect Line to your platform? The answers we give to these questions are simple, we point them to the documentation. The best way for you to get started with testing out your canned responses is to create Snippets on the Respond.io platform. Snippets is our name for canned responses, Snippets you create can be used by agents to answer questions. **To create a Snippet** navigate to *Snippets* > *Add Snippets*. ![Creating%20a%20Snippet%20on%20the%20respond.io%20platform%20is%20like%20adding%20a%20canned%20response.](https://images.ctfassets.net/ph8r57dk1q9w/6YFTsHFVybmK4wfp1qHbbo/28bffb12ced64ae8c45ef3fb0f79d263/1_AddingSnippet_0a91415209d64a5d137b706e22a8aae3.png) Snippets have a name, a message, and a topic. The name is used to bring up the Snippet using the "/" command in the messaging module. The message is the text that is sent to the contact. The topic is optional but helps keep things organized once you have many Snippets. **To use the Snippet command** navigate to *the Messages Module > type "/" > select the Snippet by typing the name or using the up & down arrows > press Enter.* ![Do%20bring%20up%20your%20Snippets%20%28canned%20response%29%20in%20the%20messaging%20module%2C%20use%20the%20%22/%22%20command.](https://images.ctfassets.net/ph8r57dk1q9w/4jrIaIbca1G2TmHu5zMvEW/b05ee004f628c905bf7c09aa35b5b8c2/2_UsingSnippetwithCommand_f9a841b3f554708ccbe38fd7e88c967e.png) Using Snippets is just as easy as using canned responses on any other platform. Once you’ve created 10 to 20 Snippets you think will work, time to let your agents give them a try. This is an important step before you embark on FAQ automation. ### 5\. Chat Automation: Adding Dialogflow Once you’ve got 10 to 20 Snippets working well with agents this means you’re ready to add FAQ automation into the mix. This is where a Natural Language Processor (NLP) like Dialogflow comes into play. Don’t worry about the fancy name. NLP is software that uses a little AI to determine how close one phrase is to another one. Every time someone asks a question, it will compare it to the questions you’ve added for that canned response. ![Use%20Dialogflow%20for%20Chat%20Automation](https://images.ctfassets.net/ph8r57dk1q9w/23wZxVTuPrXaK3R8laKD5C/94cc8b3cd3f113bbfb0f5f98365b11b2/ezgif_com-webp-to-jpg_bb3dfb0938c03f928dc18f6598846be7.jpg) If you’re interested in learning more about using Dialogflow for some FAQ automation with respond.io please check out [our post on using the platform together with Dialogflow](https://respond.io/blog/dialogflow-crm-dialogflow-human-handoff). There are lots of tips and tricks to try out. ### 6\. Analyze, Optimize & Implement More Message Automation Nobody expects you to get it right the first time. Chat automation is a trial and error process that requires organizations to test better variants of their answers repeatedly and analyze consumer feedback to automated chats to improve their design. You'll want to optimize your onboarding and improve how you group information in Snippets to truly automate canned responses. The key to a successful chat automation system is the ability of the organization to record, evaluate, and improve, based on their findings. ### Further Reading Want to learn more about chat automation? Read these articles for practical advice and examples. - WhatsApp Automation: 2 Ways to Do It, Use Cases, and 6 Examples - Customer Service Automation: An Automated Customer Service Guide - Turbocharge Your Conversation Management with Auto Assignment ## [Chat-to-Revenue: When Mid-Market B2C Teams Should Choose Respond.io](https:/respond.io/blog/choose-respondio-to-turn-chats-into-revenue) Mid-market B2C teams losing deals to slow replies need more than a multichannel tool. See when respond.io is the right switch — and when it's not. Mid-market B2C teams lose revenue from chat not because they lack channels, but because their setup can't keep up with volume — leads wait too long, agents lose track of conversations, and there's no visibility into where deals are stalling. Respond.io is built specifically to fix this: a unified inbox, AI Agents, guardrailed handoffs, and Lifecycle tracking that connect every conversation to a commercial outcome. Here's when it's the right switch. ### Why respond.io turns more chats into revenue than generic multichannel tools Most mid-market B2C teams that switch to respond.io aren't coming from nothing — they're coming from a multichannel tool that handles volume but leaks revenue at every handoff point. The difference is structural, not cosmetic. #### One inbox, one conversation history per customer When a contact messages on WhatsApp one week and follows up on Instagram the next, most multichannel tools treat them as two separate conversations — so your agent starts from scratch, asks questions the lead already answered, and loses the sale to friction. Respond.io merges every channel into a [single thread per contact](https://respond.io/blog/whatsapp-team-inbox), so no matter where a customer messages, your team has the full history from the first word. ![screenshot%20of%20respond.io%27s%20inbox%2C%20showing%20how%20all%20contacts%20and%20conversations%20come%20into%20a%20single%20team%20inbox%2C%20no%20matter%20what%20channel%20the%20chat%20comes%20in%20on](https://images.ctfassets.net/ph8r57dk1q9w/25FYTmeClcOZW4G0SB4JXT/8cb107d86eaa89ff13956e6a1fd7cb1a/vertical_sidebar.jpeg) Note that [omnichannel is different from multichannel](https://respond.io/blog/multichannel-communication#toc-2). While a multichannel platform can handle multiple channels, it doesn’t necessarily combine them into one inbox, and siloes may still exist. Workflows and AI Agents work across all channels too, so you build once — not once per channel. Platforms like Wati and Manychat connect multiple channels but don't fully unify them, which means siloed conversations and duplicate effort. #### AI Agents that respond fast and take action, with no script For teams running click-to-chat ads, the window between a lead clicking and a lead going cold is minutes. When volume spikes, human agents can't cover it — and rule-based bots fail the moment a lead asks anything outside the script. ![screenshot%20showing%20how%20to%20set%20up%20respond.io%27s%20AI%20Agents%20from%20templates.%20There%20are%20templates%20for%20agents%20for%20specific%20roles%20and%20tasks.](https://images.ctfassets.net/ph8r57dk1q9w/2jfg5uYcY3popH8LcYnHsA/84c9599df2551e1dcb0dd2d6781f0e97/aiagent-select_template__1_.jpeg) Respond.io's [AI Agents](https://respond.io/help/ai-agents) interpret open-ended intent without a fixed decision tree, reply the moment a lead messages with context from their ad click, and [route only qualified conversations](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) to your team. Agents focus on leads that are ready to act, not on filtering noise. #### Guardrailed AI + easy human takeover An AI Agent that can't be reliably overridden is a liability in a high-value sales conversation. [Respond.io's AI Agents operate within strict guardrails](https://respond.io/blog/how-respondio-ai-agents-work#toc-1) that define what they can say, do, and access — keeping the agent on-brand and escalating sensitive scenarios automatically. ![Image%20illustrating%20how%20respond.io%27s%20AI%20Agents%20reply%20and%20act%20consistently%3A%20Define%20the%20AI%20Agent%27s%20role%2C%20test%20monitor%20and%20update.%20There%20are%20built-in%20guardrails%20for%20quality%20control%2C%20the%20agent%20is%20grounded%20in%20your%20business%20knowledge%2C%20and%20it%20takes%20actions%20that%20are%20suited%20to%20its%20domain.](https://images.ctfassets.net/ph8r57dk1q9w/6PGoPZDdjJCf9BNPa3sxvR/3fcd11d9a5ddf6953fe74f86a2e24c04/Concepts___Respond.io-s_AI_Agent_-_Image_1__1_.png) When a human agent steps in, the AI stops immediately. No interruption, no overlapping messages, no context gap; the agent sees the full conversation history and a summary before saying a word. #### End-to-end customer lifecycle management Without visibility into where leads drop off, there's no way to know whether a slow sales cycle is an agent problem, a routing problem, or a follow-up problem — so nothing gets fixed. Respond.io's [Lifecycle tracking](https://respond.io/blog/customer-lifecycle-management-software) keeps every lead's stage visible to the whole team. ![Screenshot%20of%20the%20Lifecycle%20module%20in%20respond.io.%20This%20allows%20businesses%20to%20manage%20the%20entire%20customer%20lifecycle%20as%20well%20as%20see%20in%20which%20stages%20leads%20or%20customers%20tend%20to%20drop%20off%20so%20that%20businesses%20can%20optimize.](https://images.ctfassets.net/ph8r57dk1q9w/7ccEJGdYsZNwCOUb4j2jn0/e256760e3c06f085a210026b8719aa18/Screenshot_2025-12-08_at_10.35.33aÌ___PM.jpeg) Managers can spot stuck conversations before they go cold, leads in lost stages can be segmented and reengaged with targeted broadcast messages, and the team always knows what to prioritize. Other platforms have some segmentation, but not the stage-level visibility and control that makes it actionable. #### Reporting tied to outcomes, not activity Message volume tells you how busy your team is — not whether conversations are turning into sales. Respond.io's reports module connects conversation activity to deal outcomes, tracking first response time, conversion by channel, lifecycle stage progression, and where contacts drop off — by agent, branch, or stage. Connect to Meta CAPI and TikTok Lower Funnel Events and you can see exactly which ads are driving paying customers, not just clicks. ![Screenshot%20of%20respond.io%27s%20lifecycle%20reports%20which%20help%20B2C%20businesses%20analyze%20and%20improve%20performance](https://images.ctfassets.net/ph8r57dk1q9w/3jQr2vrm2t975AlqHbvdUU/f27d6312e6749035a5f2330191acb4c2/lifecycle-table.jpeg) ### How 3 businesses use respond.io to successfully drive revenue The results below come from B2C businesses across automotive, medical tourism and travel industries, all running high-stakes, high-volume conversations over WhatsApp. In each case, the turning point was moving from fragmented, manual chat management to a unified system with automation and lifecycle visibility. #### Automax® achieves 42.5x ROI by reengaging leads with follow-ups [Automax](https://respond.io/customers/automax-boosts-roi-from-whatsapp-broadcasts)® is a luxury car dealership located in the United Arab Emirates serving customers around the region, including Saudi Arabia. Its multilingual sales team caters to locals and expats alike, and the business has a large social media following, especially on Instagram and TikTok. Automax® struggled to keep up with the high volume of messages, routing based on team and language and following up at scale, so it turned to respond.io. Since implementing respond.io, Automax® reliably broadcasts **80,000+** targeted WhatsApp messages every month, fueling consistent reengagement. Multilingual routing keeps conversations relevant from the first reply, and respond.io’s AI Agent takes care of lead qualification so reps can prioritize qualified buyers. Most notably, targeted WhatsApp broadcasts achieved a **42.5x ROI** in platform costs, and integrating Lifecycle with Meta CAPI and TikTok Lower Funnel Events delivered **10% more conversions**. By unifying customer data into a single inbox and automating the early stages of every chat, Automax® now handles peak-season conversation surges with confidence while converting more prospects into paying customers. #### Praga Medica recovers 70% more WhatsApp leads [Praga Medica](https://respond.io/customers/praga-medica-recovers-70-percent-more-leads) is a Prague-based medical tourism facilitator that organizes vision‑correction, plastic‑surgery, dentistry and other procedures for international patients. Its team of consultants advise potential patients on treatments and arrange to meet them on arrival. WhatsApp has proven to be a crucial channel for smooth global communication. By switching from webchat to WhatsApp and unifying all conversations on respond.io, Praga Medica captured **70% more lead contact data**, making it easier to follow up and convert prospects. Respond.io’s AI-powered workflows also helped them **filter out 97% of spam**, allowing consultants to spend their time with real customers instead of irrelevant messages. Most impressively, the business achieved a **50% reduction in first response times**, resulting in faster lead engagement and improved chances of conversion. With consultants now fully onboarded and trained to use respond.io, Praga Medica has a streamlined communication process that supports long-term growth. #### Schuvar Tours shortens the sales cycle 60% across 8 branches [SchuVar Tours](https://respond.io/customers/schuvar-tours-shortens-sales-cycle) is a wholesale travel agency with eight branches across Nicaragua, offering local and international travel services. Its skilled team of agents guide clients through every step to book their perfect vacation. Their mission: To design dream trips and become the leading travel agency in and beyond Nicaragua through trust, innovation, and top-tier service. By streamlining its sales process and gaining full visibility of the customer journey—from chat initiation to payment—SchuVar Tours has reduced delays and increased conversions for a **60% faster sales cycle**. Since implementing respond.io, SchuVar Tours has improved response times by automating customer detail collection and prioritizing high-intent leads. Agents are collaborating efficiently in respond.io’s team inbox so no lead goes overlooked and everyone has full context. This has resulted in a **nearly 100% follow-up rate**. As the business now has the capacity to manage higher volumes of ads, it’s been able to scale its click to chat ads and generate **40% of its leads from paid ads**, a 3x increase over three months. These improvements have transformed SchuVar Tours’ sales operations—turning what was once a fragmented, manual process into a high-performing, scalable engine for growth. ### When to choose respond.io Respond.io fits when your business sells over chat, operates at medium to high message volume and can't afford to lose leads to slow replies, misrouting or missed follow-ups. ##### Choose respond.io if: - You run click-to-chat ads and need AI to qualify leads the moment they reply - Your team manages conversations across multiple channels, branches, regions or languages - You sell high-value products or services where follow-up timing directly affects conversion - You need to track leads from first message to closed deal without switching tools ##### Respond.io is not the right fit if: - You're a small team with low, manageable message volume and simple single-channel workflows - You want a fully automated, no-human-contact operation — respond.io is designed for human-AI collaboration, not full replacement - You're looking for a standalone CRM — respond.io manages conversations and the customer lifecycle within chat, but is not a replacement for a sales CRM like HubSpot or Salesforce If you're a growing B2C business managing conversations at scale across WhatsApp and other channels, and response time and follow-up consistency are directly tied to your revenue, respond.io gives you the infrastructure to run chat as a repeatable sales engine — not just a support inbox. [Contact us for a free consultation](https://respond.io/demo) or try it yourself today. ### Further reading If you've found this blog useful, consider these other articles on growing your sales over chat. - WhatsApp Sales: How to Sell on WhatsApp - AI Sales Agent Tips to Enhance CX and Convert Faster - Best AI Sales Agents: Top Ten Tools ## [Chatbot for Education: Benefits, Challenges and Opportunities ](https:/respond.io/blog/chatbot-for-education) Learn how a chatbot for education can streamline lead management and improve the student enrollment process in our practical guide. Much more than a customer service add-on, chatbots in education are revolutionizing communication channels, streamlining inquiries and personalizing the learning experience for users. For institutions already familiar with the conversational sales and support landscapes, harnessing the potential of chatbots could catapult their educational services to the next level. Here, you’ll find the benefits, use cases, design principles and best practices for chatbots in the education sector, predominantly for institutions or services focused on B2C interaction. Whether you are just beginning to consider a chatbot for education or are looking to optimize an existing one, this article is for you. ### Chatbot for Education: An Introduction A chatbot for education is a specialized type of artificial intelligence (AI) software designed to simulate conversation with users, providing them with automated responses to their inquiries. In the context of the education sector, these chatbots are tailored to meet the specific needs of students, educators, and administrative staff. Let’s see why chatbots are becoming so popular in the education industry. ### Benefits of Using a Chatbot for Education Understanding why chatbots are critical in an educational context is the first step in realizing their value proposition. Here are some key benefits. ![This%20image%20shows%20the%20benefits%20of%20using%20an%20education%20chatbot.](https://images.ctfassets.net/ph8r57dk1q9w/4g8GdMSjd9SiDWQSMwMdSz/12eab0b71b59236dd96891acdbeb2344/how-to-chatbot-for-education-services-image-01_8063517b60b154a88dd27935fca3a0b9.png) ##### Real-Time Support In the fast-paced educational environment, providing instant assistance is crucial. Chatbots excel at offering immediate support on a 24/7 basis, helping students with queries, and directing them to the appropriate resources. ##### Lead Nurturing For education services looking to expand their reach and enrollments, chatbots are effective lead generators. By handling inquiries and routing promising leads to human reps, chatbots streamline the admissions process and boost conversion rates. ##### Data Collection and Analysis Chatbots are exceptional data gatherers. By analyzing conversation data, educational institutions can gain insights into user preferences, pain points, and popular inquiries, informing decision-making and strategy. ##### Cost-Effectiveness Deploying a chatbot significantly reduces the cost associated with customer support and lead generation. It ensures a substantial return on investment, especially for institutions with growing online demands. ### Chatbot for Education: Use Cases The versatility of chatbots allows for a range of applications in educational services. Adeel Akram, Senior Account Executive for respond.io, highlights the prominent use cases he encountered in the education field. "Chatbots serve a dual purpose in education: supporting student inquiries on topics like accommodation changes, enrollment, or financial aid and converting leads in a competitive landscape.” “With many institutions offering similar programs, such as the numerous universities in Malaysia presenting executive MBAs (Master of Business Administration), acquiring customers becomes a challenge. Chatbots emerge as crucial tools for efficiently managing inquiries and standing out in the competitive field", he added. ![This%20image%20shows%20chatbot%20education%20use%20cases%20across%20different%20education%20services.](https://images.ctfassets.net/ph8r57dk1q9w/fHj4uU7QxMkujLgzKCdNL/4af3389023c09e3f5e082e23ed9118fe/how-to-chatbot-for-education-services-image-02_9bf50f8b3003af238330199ea2730e75.png) #### Admissions and Enrollment By answering prospective students’ queries on courses, admissions, and the application process, chatbots simplify and speed up the enrolment process. #### Student Services Chatbots can assist enrolled students with a variety of services, including academic support, campus information, and extracurricular activities, enhancing the overall educational experience. #### Career Guidance Chatbots specializing in career services can serve as personalized career counselors and help students identify their strengths, explore career options, and search for job opportunities. ### How to Build a Chatbot for Education Services Start by picking a chatbot-building platform. We recommend using respond.io, an AI-powered customer conversation management software. You can [start with a free trial](https://app.respond.io/user/register?_gl=1*1ia22it*_ga*MTczNDcxNDEyLjE3MDg0ODY1Mjk.*_ga_0EZ318H868*MTcwOTg5MTQ5OC43NTAuMS4xNzA5ODkxNDk5LjU5LjAuMA..) and later upgrade to the plan that best suits your business needs. Respond.io’s chatbot is called [AI Agent](https://respond.io/blog/ai-sales-agent). It is a fast virtual agent that can accurately reply to customer inquiries and make live API calls to check enrollment status, verify course availability, or retrieve student records in real time. When trained with your knowledge sources, such as course catalogs and syllabi or policies and procedures, it can also leave internal comments that capture key context for human agents when a handover is needed. ![This%20GIF%20shows%20a%20respond.io%20Workflow%20of%20an%20AI%20chatbot%20for%20higher%20education](https://images.ctfassets.net/ph8r57dk1q9w/d87DKbikX8ZEVca5beV1X/04cfcbe3d71477dd9c3d906da2719ae2/aiagent-ezgifcom-video-to-gif-converter_923abff1bba9d4dc976f118c690f5151.gif) Once you are happy with your respond AI Agent, use it in a [Workflow](https://help.respond.io/workflows/workflows-overview). Depending on your goal, you will design the Workflow differently. We have extensive information on chatbot-related topics, such as [how to automate contact information collection](https://help.respond.io/automate-conversations/how-to-automate-contact-information-collection-with-ai) and [how to maximize customer service potential](https://help.respond.io/automate-conversations/maximize-customer-service-potential-with-ai-agent). Before publishing your first chatbot, there are some tips and tricks that you should be aware of. #### Building a Chatbot for Education: Tips and Tricks Developing a chatbot for educational services is as much about the frontend design as it is about the backend logic. Here’s how to ensure your chatbot is user-friendly and effective. ![This%20image%20shows%20tips%20and%20tricks%20when%20building%20chatbots%20for%20education](https://images.ctfassets.net/ph8r57dk1q9w/2bdKRrQKx9HpXCOoQW2J1X/db5d372b3bf6f553009694b2cfc844a6/how-to-chatbot-for-education-services-image-03_47a85add48c81ba97ec5395d22516b07.png) ##### Understand Your Audience Before you start designing your chatbot, you need to have a clear understanding of your audience. What are their typical questions? What tone of voice resonates with them? Understanding your users is vital to designing a chatbot that they will engage with. ##### Keep Your Chatbot for Education Simple The educational system's complexity can overwhelm students. Your chatbot’s design should reflect simplicity. Use structured conversation flows with clear options and avoid jargon that might confuse the user. ##### Implement Visual Cues Visual cues such as progress bars, checkmarks, or typing indicators can help users understand where they are in the conversation and what to expect next. These cues add an element of interactivity and user guidance. ##### Test and Iterate your Chatbot for Education Design is an iterative process. Regular testing with real users and incorporating their feedback is critical to the success of your chatbot. Each iteration should aim to improve the user experience and streamline communication further. #### Overcoming Challenges in Building Chatbots in Education While the benefits of chatbots in education are significant, there are challenges to consider. ![This%20image%20shows%20the%20challenges%20of%20building%20higher%20education%20chatbots](https://images.ctfassets.net/ph8r57dk1q9w/7AKdLJCbehbKsdwUj3uwfa/2e3043d5ecc9576e72e2f1a69f86ce95/how-to-chatbot-for-education-services-image-04_ad89c60d62f917f1bc9e469873f738fe.png) ##### Information Overload Educational institutions have a wealth of information to offer. A strategic plan is essential to organize and present this data through the chatbot without overwhelming the user. ##### Maintaining Accuracy Chatbots must be constantly updated with the latest information. Educational services change regularly, and inaccuracies could lead to issues with students or potential learners. ##### Balancing Automation with Human Touch While chatbots can handle most queries, there will be times when a human touch is necessary. Ensuring that the handover from bot to human is seamless is a challenge that requires careful design. ##### Privacy and Security Protecting student data is paramount. Chatbots must be designed with strict privacy and security controls to safeguard sensitive information. If you are ready to explore chatbots' potential in the education sector, consider trying respond.io, a platform that revolutionizes customer communication. Education businesses like [E4CC](https://respond.io/customers/how-e4cc-consolidated-22-siloed-regional-offices-on-one-platform), [Qobolak](https://respond.io/customers/how-qobolak-used-broadcasts-to-double-student-lead-conversions) and [CUHK](https://respond.io/customers/how-cuhk-handles-98-of-mba-inquiries-with-natural-language-processing) have already seen success with respond.io. [Sign up for a free respond.io trial](https://app.respond.io/user/register?_gl=1*1ia22it*_ga*MTczNDcxNDEyLjE3MDg0ODY1Mjk.*_ga_0EZ318H868*MTcwOTg5MTQ5OC43NTAuMS4xNzA5ODkxNDk5LjU5LjAuMA..). ### Further Reading If you enjoyed this reading, then check out these articles: - Lead Capture to Boost Your Opportunities for Conversion - WhatsApp Lead Generation: How to Use WhatsApp to Get More Leads - WhatsApp for Education: Enhanced Engagement for Maximum Results ## [Choose Respond.io to Turn Meta Ad Messages Into Qualified Pipeline](https:/respond.io/blog/how-to-improve-meta-lead-quality) B2C businesses running Meta ads often convert few leads because their setup trains Meta on the wrong signal. Respond.io fixes this with AI qualification and CAPI. Mid-market B2C businesses that want to improve Meta lead quality need to do three things: start conversations in chat with click to chat ads, qualify leads quickly with respond.io’s AI Agents and send conversion events back to Meta via CAPI so it learns what a good lead looks like. If your Meta ads are driving plenty of messages but few real opportunities, you’re optimizing for the wrong signals. This is common in industries like [education](https://respond.io/blog/whatsapp-for-education), [healthcare](https://respond.io/blog/whatsapp-for-healthcare), [beauty](https://respond.io/blog/whatsapp-api-for-beauty-industry), [travel](https://respond.io/blog/whatsapp-api-for-travel-businesses) and [automotive](https://respond.io/blog/whatsapp-api-for-automotive-industry), where people want to ask questions, compare options and confirm details before they buy. We’ll show you how to use respond.io to define lead qualification, track outcomes and use them to optimize what Meta delivers. ### Why aren’t my Meta ads performing? It’s common for mid-market B2C businesses not to see immediate results with Meta ads as they require [optimization and fine-tuning](https://respond.io/blog/how-to-optimize-meta-tiktok-ad-spend). There are several reasons why your Meta ads may not be performing well. It could be that they’re not the right type for your audience, leads aren’t being properly qualified or you’re not sending the right conversion signals back to Meta. ![Icons%20showing%20reasons%20why%20Meta%20ads%20aren%27t%20performing%3A%20wrong%20ad%20type%2C%20no%20qualification%20system%2C%20not%20optimized%20for%20conversions](https://images.ctfassets.net/ph8r57dk1q9w/4csXmorByPkpUQzS8BFVLr/fcf21b47c86965f00523c3200430e61e/Practical_Guide___Improve_Lead_Quality_from_Meta_Ads_-_Image_01.png) #### Wrong type of ads for your audience If your business is selling high value products that customers need to ask questions about, you shouldn’t use static social media ads that lead to your website. It’s best to use [click to chat ads](https://respond.io/blog/click-to-chat-ads) to get leads to start a conversation, but that’s not all. To capture quality leads, it’s not enough to simply [add a chat button to an ad](https://respond.io/blog/how-to-add-whatsapp-button-on-facebook-page) for your product. The images, the copy and the call-to-action must drive prospects to start a conversation. For example, ask people to inquire about limited time promotions or choosing the right package or plan. #### No clear qualification system However, even optimizing for conversations doesn’t guarantee you’ll get quality leads. High volumes of Meta ads will bring responses into your inbox, but if those are low-quality replies, they’ll just waste your ad spend and your sales team’s time. That’s why automation is essential. Chatbots or [AI agents](https://respond.io/blog/ai-sales-agent) can instantly reply to leads and ask them qualifying questions so human agents only step in once a lead is qualified. #### Meta doesn’t understand what a good lead looks like When you set up Meta ads, everyone who clicks to start a message is counted as a lead. That means, Meta will show more ads to people who start messages because it looks like the ads are working. But of course, businesses don’t just want messages; they want sales. To get Meta to understand the kind of leads you want, you need to send the right signals, using Conversions API (CAPI), which we’ll get into later. ### How to improve Meta lead quality in 6 steps Improving lead quality is about strengthening the connection between ads, conversations and outcomes. Click to chat ads get people into a message thread, but your results depend on what happens next. The six steps below are designed to help you qualify leads faster, measure progression through your funnel and train Meta to optimize for the outcomes that matter. #### 1\. Use click to chat ads The most direct path to higher quality leads is to start the conversation where intent is easiest to express, in chat. Click to chat ads let prospects ask questions immediately. They also reduce the time between interest and response, which is where lead quality quietly disappears. If someone has to wait, they bounce. If they can [message instantly](https://respond.io/blog/click-to-message-ads) and get an immediate, structured reply, they’re more likely to stay engaged and provide the information you need to qualify them. ![image%20illustrating%20how%20Meta%20click%20to%20chat%20ads%20work%2C%20by%20leading%20potential%20customers%20to%20start%20a%20conversation%20on%20Facebook%2C%20WhatsApp%20or%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/3Dg4hpGmG1mvBjGqxabsMn/1e149eb58621ce5486032cebf262ba6f/image-23-click-to-chat-ads-01_5ca6046805b6f96a5d237d4ba2576e7f.jpeg) If you’re deciding between formats, this is the simple rule: the higher the value and the more questions customers ask, the more [click to chat](https://respond.io/blog/click-to-chat-ads) tends to outperform traditional lead forms and website flows. #### 2\. Optimize for conversions, not volume A lot of Meta campaigns “work” on paper because they drive messages at a low cost. But if those messages don’t turn into qualified leads, appointments or purchases, your real cost per outcome is high. Senior Martech Manager [Loh Yi Xuan](https://www.linkedin.com/in/yixuan-loh-engineer/) recommends setting your [campaign on Meta](https://respond.io/blog/click-to-chat-ads#toc-mobile-3) to “maximize conversions” rather than “maximize conversations.” ![screenshot%20showing%20how%20to%20set%20up%20Meta%20ads%20to%20maximize%20for%20conversions](https://images.ctfassets.net/ph8r57dk1q9w/5F3eKvIxy6RllUO6Ye1m1g/9877f2592ef8cdf293cc308f7b7c63bd/screenshot-2024-04-22-at-92924-am_5c05a48a9e207b5c5b66a52bee0a12f3.jpg) #### 3\. Use AI agents to ask qualifying questions Lead quality improves when you stop treating every reply as a lead. What you actually want is to know whether the contact fits your criteria and shows intent. The fastest way to get there is to ask the same qualifying questions every time, instantly, without waiting for a human agent. With [respond.io AI Agents](https://respond.io/help/ai-agents/getting-started-with-ai-agents#sales-agent-template), you can greet the lead immediately, ask a short sequence of questions, capture answers into fields and route the conversation to a human only when the lead meets your criteria. ![Screenshot%20showing%20how%20to%20set%20up%20an%20AI%20Agent%20on%20respond.io%20to%20qualify%20leads](https://images.ctfassets.net/ph8r57dk1q9w/3VMDci7alEW1odmmzF1JIy/6e43bacd7760d7e042d3e8f98c7fb5eb/ai_agent-ks_sales__2_.jpeg) This is how you prevent your sales team from spending time on “hi” messages and one word replies. It’s also how you build clean data that later improves optimization and reporting. #### 4\. Set up customer lifecycle tracking in respond.io If you can’t see lead progression, you can’t improve lead quality. You’ll end up making decisions based on surface metrics like message volume and cost per conversation, which are not quality metrics. Respond.io’s [customer lifecycle tracking](https://respond.io/blog/customer-lifecycle-management-software) enables businesses to see the entire customer journey to easily prioritize contacts. ![screenshot%20showing%20how%20to%20update%20a%20customer%20lifecycle%20stage%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5YoOXMZztV8rCPUxhYhIT2/9184a0c9ba7b6d99c0f7949c5704e1e3/image__69_.jpeg) With Lifecycle, customizable contact stages like “new,” “qualified” or “paid” are visible in a shared inbox to provide full context. Lifecycle stages can be automatically updated by AI Agents, so human agents can focus only on qualified leads rather than wasting time on spam. #### 5\. Use Meta’s Conversions API (CAPI) to send conversion events back to Meta Now you’re ready to fix the biggest reason Meta lead quality stays stuck. Meta learns from what you send. [CAPI lets you send conversion events back to Meta](https://respond.io/blog/how-to-optimize-meta-tiktok-ad-spend#toc-3) based on meaningful outcomes. Instead of training Meta on clicks and engagement, you train it on what actually matters such as qualified, booked and paid so delivery improves over time. ![screenshot%20showing%20how%20to%20set%20up%20Meta%20Conversions%20API](https://images.ctfassets.net/ph8r57dk1q9w/591QaIoJ9QlwqWVIIFXI9U/4af0f1de36ce1f1f4050762b5bb5cdcc/image__64_.jpeg) This is especially important for click-to-chat ads because the real action happens in messaging, not on a website. If your funnel lives in conversations, your conversion signals should too. #### 6\. Track ad attribution statistics Once you’ve got consistent qualification and lifecycle tracking, attribution becomes actionable. You’re no longer asking which ad got the most messages. You’re asking which campaign produces the most qualified leads, which ad set generates bookings at the lowest cost and which creative attracts spam and low intent traffic. Respond.io offers advanced reporting so you can easily analyze performance and plan your next campaign strategy. ![screenshot%20of%20a%20lifecycle%20report%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2ZAf3h9XtGMLiUstt5KpWn/75a015f40ea783f23e2f217eedf9f305/image__70_.jpeg) [Lifecycle Reports](https://respond.io/help/dashboard-reporting/reports-lifecycle) show how contacts move through stages such as new, qualified and won or lost. They also allow filtering and grouping, including attribution related dimensions like ad campaign, ad group and ad, so you can connect ad sources to funnel outcomes instead of just inbox activity. This becomes your baseline: where leads drop off, where quality is strong and what good looks like across campaigns. ### 3 Businesses saving time and increasing sales with Meta ads + respond.io You don’t have to take this approach on faith. The examples below show what happens when you combine click-to-chat ads with fast qualification and better conversion signals. In each case, the goal was the same: reduce time wasted on low intent replies, improve the number of qualified conversations and give Meta clearer feedback on what outcomes matter. #### ParcelDaily boosts conversions by 60% with CAPI [ParcelDaily](https://respond.io/customers/parcel-daily-boosts-conversions-60-percent) manages a high volume of customer conversations, which means ad performance is not just about getting more messages. It is about turning the right conversations into outcomes that matter. Like many teams running Meta ads, it faced the classic problem: too many message starters were not translating into conversions. ParcelDaily addressed this by tightening the path from “message started” to “converted” with automation, then using Meta Conversions API so Meta could optimize based on real outcomes rather than conversation volume alone. After implementing CAPI, ParcelDaily reported a 60% increase in conversions, alongside a 10% lower cost per lead from Meta ads. That matters for lead quality because it signals a shift from cheap, low intent inquiries toward leads that are more likely to complete the funnel. #### EMAX Beauté gets 60% fewer spam leads For [EMAX Beauté](https://respond.io/customers/how-emax-boosts-appointment-bookings), the lead quality problem looked like spam. They were getting responses, but too many of them were wasting agent time and slowing down booking. The goal was not just to respond faster, but to stop attracting the wrong traffic in the first place. EMAX tackled this by improving the way leads were handled in chat, then sending stronger downstream signals back to ad platforms using CAPI and lower funnel events. That combination helped Meta optimize toward people who were more likely to book and pay, not just people who would send a quick message. The result was that spam leads dropped 60% within just two weeks of implementing these changes, which is exactly the kind of quality lift you want when click-to-chat volume is high. #### JU Productions sees 47.2% lower cost per qualified lead [JU Productions](https://respond.io/customers/ju-productions-chose-respond-io-over-manychat) needed a better way to separate genuine prospects from noise, then scale campaigns without their team getting buried in unqualified replies. The key change was treating qualification as a first class conversion step instead of something humans handle manually after the fact. With respond.io, JU Productions used automation and AI supported qualification to filter and route conversations, then integrated Meta CAPI so Meta’s optimization was tied to qualified outcomes rather than message volume. That approach reduced cost per qualified lead by 47.2%, which is the metric that matters when the business problem is lead quality, not lead count. ### Start using respond.io to manage, track and optimize your Meta ad quality Meta doesn’t send bad leads. It sends the leads your setup teaches it to send. If you optimize for messages, you’ll get messages, including low intent replies and spam. If you want higher quality leads, you need a system that starts conversations in the right place, qualifies people instantly and trains Meta using outcomes that reflect real value. That’s why click-to-chat ads work so well for high consideration purchases. They create a direct path to intent. But the compounding gains come when you add structure: AI Agents to filter and route leads, lifecycle tracking to measure progression and CAPI to feed Meta the signals it needs to learn what good looks like. Once those pieces are in place, lead quality stops being a guessing game. You’ll know which campaigns drive qualified pipeline, which creatives attract junk and exactly what to scale. [Start using respond.io](https://app.respond.io/user/login?) to manage conversations, qualify leads faster and optimize Meta ads for outcomes that matter. ### Further reading If you want to learn more about how to succeed with Meta ads, check out the following articles: - Click to Chat Ads for Lead Generation: The Ultimate Guide - Click to Message Ads: 4 Best Practices to Optimize Leads - How to Optimize Meta + TikTok Ad Spend and ROI ## [Click to Chat Ads for Lead Generation: The Ultimate Guide](https:/respond.io/blog/click-to-chat-ads) The Ultimate Guide to Click to Chat Ads: Learn everything you need to know to generate leads using the most powerful digital advertising tool. Click to Chat ads allow your brand to engage with prospective customers in a conversation-based format that's quick and personal, just the way people like to communicate in today's digital age. Here, we’re unraveling the intricacies of deploying click-to-chat ads in your marketing strategy. We'll start with the basics – what are click to Chat ads, and how do they stack up against traditional ad formats? Then, we'll deep-dive into the varied uses across different industries, so you can see how they're revolutionizing lead generation. And after explaining how to set them up, we'll share best practices for making your click-to-chat ads phenomenal. ### What Are Click to Chat Ads? Click-to-chat ads, also known as Meta Click to Message ads, are essentially your gateway to [engaging directly with your audience on social media](https://respond.io/blog/social-media-lead-generation). Specifically to WhatsApp, [Messenger](https://www.youtube.com/watch?v=d4nVNt08xmY) and [Instagram](https://www.youtube.com/watch?v=3VT2AIZ31fk). Imagine them as creating a bridge between you and potential customers, enabling a conversation with just a click. These ads go beyond mere visibility; they're about sparking meaningful interactions and capturing leads where they are most impactful. Interestingly, [61% of consumers engaged in social media](https://www.salesforce.com/content/dam/web/en_ie/www/PDF/state-of-connected-customer-fifth-ed-comp.pdf) shopping anticipate increasing their activity over the next three years. This highlights a critical aspect of marketing: being in the right place at the right time. Click to Chat ads excel in this, appearing on key Meta platforms like Instagram and Facebook. This strategic placement ensures that your message is right there where your potential customers are actively engaged, ready to start a conversation. ![Click-to-chat%20ads%2C%20also%20known%20as%20Meta%20click%20to%20message%20ads%2C%20are%20essentially%20your%20gateway%20to%20engaging%20directly%20with%20your%20audience%20on%20social%20media.%20Imagine%20them%20as%20creating%20a%20bridge%20between%20you%20and%20potential%20customers%2C%20enabling%20a%20conversation%20with%20just%20a%20click.%20These%20ads%20go%20beyond%20mere%20visibility%3B%20they%26%2339%3Bre%20about%20sparking%20meaningful%20interactions%20and%20capturing%20leads%20where%20they%20are%20most%20impactful.](https://images.ctfassets.net/ph8r57dk1q9w/3zgsYFXn6Jozlgq2nPXF6c/6fcfcdff515f03688404786f7002d959/image-23-click-to-chat-ads-01_5ca6046805b6f96a5d237d4ba2576e7f.png) It's a smart move for any professional looking to make a genuine connection in the digital sphere. You’ll find them in places like: - Facebook Stories - Facebook News Feed - Facebook Marketplace - Facebook Video Feeds - Facebook Right Column - Messenger Inbox - Instagram Feed - Instagram Stories When clicked, they open a messaging window in [WhatsApp](https://respond.io/blog/whatsapp-business), [Facebook Messenger](https://respond.io/blog/facebook-business-chat) or [Instagram DM](https://respond.io/blog/instagram-business-chat), and voilà – you’ve got a new lead and the conversation begins. These ads are excellent at engaging with leads at various stages of the purchasing process, spanning from initial brand introduction to fostering repeat purchases among loyal clientele. Leveraging Meta's targeting capabilities enables you to tailor ads to individuals at different stages, maximizing the efficacy of your advertising budget. ### How Your Business Vertical Can Leverage This Advertising Tool Meta Click to Message ads are versatile and customizable, suitable for almost any industry. Here are just a few ways different sectors are leveraging this medium's power. #### Education Education businesses and services capture contact information and inquiries from interested students via Click to Chat ads. Then, they follow up with these leads to provide further information and nurture them through enrollment. #### Healthcare Healthcare businesses use Meta Click to Message ads to facilitate conversations with customers. Agents share general healthcare information, such as services offered, accepted insurances, location details and specialties. This helps potential patients make informed decisions, bolstering their confidence to convert. #### Beauty Businesses in the beauty industry commonly use click-to-chat ads to share exclusive promotions, discounts, and special offers with customers. This is not only a great way to capture leads but can also incentivize purchases and encourage repeat business. #### Travel Click-to-chat ads can facilitate booking by guiding leads through the steps required to make a reservation. Plus, having a chat thread open with a travel specialist can turn instant interest into a booked ticket right from the smartphone screen. #### Real Estate The purchase or rental of property often involves numerous questions and concerns. Click to Chat ads can guide potential buyers or renters through the process, providing quick and personalized answers that a traditional ad cannot match. #### Automotive With Meta Click to Message ads, car dealerships can handle inquiries, schedule test drives, and even kick off the financing process, turning user interest into a concrete sales pipeline with minimal effort from the user's side. All that said, regardless of use case, when conversations move beyond basic questions, teams can switch from chat to a live call and easily [transfer it to the right agent](https://respond.canny.io/changelog/transfer-live-calls-on-web-seamlessly) without losing context. ### Click to Chat Ads Benefits These ads are simple in their approach but immensely powerful. They pivot on creating immediate, personal communication that can help nurture leads and drive conversions at a speed that’s hard to match in traditional advertising strategies. Transitioning to specific benefits, Click to Chat ads offer numerous advantages for businesses, such as: - Great potential for high-quality lead generation - Accelerated lead conversion process - Reduced drop-off rates - Better lead information accuracy Let's delve deeper into these advantages. ![Click%20to%20chat%20ads%20offer%20numerous%20advantages%20for%20businesses%2C%20such%20as%20great%20potential%20for%20high-quality%20lead%20generation%20Accelerated%20lead%20conversion%20process%20Reduced%20drop-off%20rates%20Better%20lead%20information%20accuracy](https://images.ctfassets.net/ph8r57dk1q9w/5O2yk5GJZNXAsNegl873bF/01a2c66c77074bbd2bb8379e31e90bc7/26_bd28765ce7da3f16914b4306e197cc2a.png) Your customers spend time daily on social media platforms like Facebook, Instagram and Messenger. This highlights the immense potential of these platforms as marketing channels. Moreover, Meta Click to Message ads offer extensive customization options, allowing businesses to tailor their placement, content, and target audience to suit their marketing strategies. This enables businesses to attract and nurture quality leads effectively. Contrary to traditional ad campaigns, which often result in delayed email responses spanning several days, Click to Chat ads expedite the lead conversion process by facilitating quick interactions on instant messaging channels. Replies from leads happen faster, enhancing the efficiency of communication. Conventional marketing methods also face challenges with higher abandonment rates, attributed to slow response times and lengthy forms. Click to Chat ads mitigate these issues by providing faster, more convenient communication channels, reducing the likelihood of lead abandonment. Additionally, concerns over privacy and the risk of providing incorrect contact information on traditional contact forms pose obstacles to lead generation. However, the conversational nature of instant messaging reduces the need for unpractical contact forms. In summary, Click to Chat ads offer businesses a powerful tool for lead generation, with the ability to accelerate conversions, minimize drop-off rates, and ensure the accuracy of lead information, ultimately enhancing the effectiveness of marketing efforts. Having introduced you to this powerful advertising tool, we're now ready to walk you through the setup process for Click to Chat ads. ### How to Use Click to Chat Ads To set up Click to Chat ads, go to [Meta Ads Manager](https://www.facebook.com/micro_site/url/?click_creative_path%5B0%5D=link&click_from_context_menu=true&country=MY&destination=https%3A%2F%2Fwww.facebook.com%2Fbusiness%2Furl%2F%3Fhref%3Dhttps%253A%252F%252Fwww.facebook.com%252Fadsmanager%252F%26cmsid%3D187166392659374%26creative%3Dlink%26creative_detail%3Dadvertiser-help-center%26create_type%26destination_cms_id%26orig_http_referrer%3Dhttps%253A%252F%252Fwww.google.com%252F%26search_session_id&event_type=click&last_nav_impression_id=0cyEF3qBS3XhdQkLd&max_percent_page_viewed=50&max_viewport_height_px=706&max_viewport_width_px=1440&orig_http_referrer=https%3A%2F%2Fwww.google.com%2F&orig_request_uri=https%3A%2F%2Fwww.facebook.com%2Fbusiness%2Fhelp%2F200000840044554&primary_cmsid=200000840044554&primary_content_locale=en_US®ion=apac&scrolled=true&session_id=2YARdIMyfRv6l3lcB&site=fb4b&extra_data%5Bview_type%5D=v3_initial_view&extra_data%5Bsite_section%5D=help&extra_data%5Bplacement%5D=%2Fbusiness%2Fhelp%2F200000840044554&extra_data%5Bcreative_detail%5D=advertiser-help-center) and follow these steps. **1\. Click** *Create.* ![This%20image%20shows%20how%20to%20use%20click%20to%20chat%20by%20Meta.%20Start%20by%20creating%20a%20new%20campaign%20in%20the%20Meta%20Ads%20Manager.](https://images.ctfassets.net/ph8r57dk1q9w/1x4jvrj6yuQAc6Xy8d8R4p/1db9a8bfd024c29b1ebf1ba076c7f79f/image_60390fbc40bc535be5dba3f00552f784.png) **2\. Select** a campaign objective. ![This%20image%20shows%20how%20to%20use%20click%20to%20chat%20by%20Meta.%20Select%20a%20campaign%20objective%20in%20the%20Meta%20Ad%20Manager.](https://images.ctfassets.net/ph8r57dk1q9w/4MBbzUCqwyLxPSPPDJahjy/39f5befd41f6791955631b8145a148d3/image_78dd72d9c26389029eeec6d9098c0d28.png)> If you are planning to build respond.io Workflows for Click to Chat ads, make sure to choose the engagement goal. This goal is optimized to get more conversations, making it ideal for lead qualification too. **3\. Edit** the ad campaign name and details. ![This%20image%20shows%20how%20to%20use%20click%20to%20chat%20by%20Meta.%20Edit%20your%20campaign%20in%20the%20Meta%20Ads%20Manager.](https://images.ctfassets.net/ph8r57dk1q9w/01FTnuqegBhhRRfzUOViTV/cbf20cb8064045c8a6fbb5624b2c2d68/image_1414bd06bda8556c006c2d66f71196de.png) **4\. Fill in** your ad set. ![This%20image%20shows%20how%20to%20use%20click%20to%20chat%20by%20Meta.%20Fill%20in%20your%20ad%20set%20in%20the%20Meta%20Ads%20Manager.](https://images.ctfassets.net/ph8r57dk1q9w/7uNUvJZgadFbMOnX3mEczB/fc28f752ab1b4d1a34d2ec66e82fc551/image_cd39dec62c8e5f9985b81e60c355bda2.png) Choose *Click to Message* as the ad type and select your preferred messaging apps. Then, adjust the budget, schedule, target audience ad placements, optimization and delivery settings. **5\. Fill in** your Click to Chat ad. ![This%20image%20shows%20how%20to%20use%20click%20to%20chat%20by%20Meta.%20Fill%20in%20your%20click%20to%20chat%20ad%20in%20the%20Meta%20Ads%20Manager.](https://images.ctfassets.net/ph8r57dk1q9w/1xNSvLlMi0N12sDpG0Yu3m/dbe07acb46c442bc32ef1f76e27a47e5/image_4804aeb00d82bf3017d6a516f6da2389.png) Normally, businesses have one or two preferred messaging channels when it comes to Click to Chat ads. That’s why we have dedicated articles explaining how to set up [Click to WhatsApp ads](https://respond.io/blog/whatsapp-ads), [Click to Messenger ads](https://respond.io/blog/facebook-messenger-ads) and [Click to Instagram DM ads](https://respond.io/blog/click-to-instagram-direct-ads). ### Integrate your Meta Click to Message Ads to Respond.io To manage all the new inbound leads at scale, you’ll need a conversation management software designed for large businesses. [Try respond.io for free](https://app.respond.io/user/register?_gl=1*dhbk1l*_ga*MTQ1NDY4NTc5NC4xNjc2OTQ0NTYw*_ga_0EZ318H868*MTcwODMzMTIzMC43MTkuMS4xNzA4MzMxMjU5LjMxLjAuMA..) to leverage benefits like the following ones. #### Automate Appointment Booking For businesses heavily reliant on appointment scheduling, automating the booking process can be a game-changer, saving valuable time for agents. Leveraging [respond.io Workflows](https://help.respond.io/workflows/workflows-overview), you can seamlessly integrate your Click to Chat channels with your sales team's calendar app. With the Cal.com integration, agents can view a contact's upcoming and past meetings directly in the Inbox sidebar and share the correct booking link from a dropdown during the conversation. ![For%20businesses%20heavily%20reliant%20on%20appointment%20scheduling%2C%20automating%20the%20booking%20process%20can%20be%20a%20game-changer%2C%20saving%20valuable%20time%20for%20agents.%20Leveraging%20respond.io%20Workflows%2C%20you%20can%20seamlessly%20integrate%20your%20click%20to%20chat%20channels%20with%20your%20sales%20team%27s%20calendar%20app.](https://images.ctfassets.net/ph8r57dk1q9w/3U0iamHqojcGkNU4Zbx5b/84e8675ff374ad8de1f2d691dfd36f64/image_cfd724599796b9d1d72cbb83cbabcfb4.png) Moreover, respond.io offers native integration with [Make](https://help.respond.io/integrations/make) and [Zapier](https://help.respond.io/integrations/zapier), empowering you to create automation across thousands of apps without requiring coding skills. #### Collect Lead Information and Provide Immediate Responses Responding to leads quickly significantly boosts conversion rates, yet many companies struggle to manage high conversation volumes. This is where automation and AI technology come into play. Create and train [respond.io's AI agent](https://help.respond.io/workflows/step-respond-with-ai) to help you with this issue without increasing your company's headcount. There are many things an AI Agent can do for you, as it can autonomously trigger your existing respond.io automated Workflows. Other than that, it is widely used for handling inquiries, qualifying leads, sending calendar or payment links, answering routine questions, creating call summaries and handing conversations to a human agent when needed. AI Agents can also add or remove contact tags during conversations to classify leads by intent and prepare them for automated follow-ups. #### Converse Intelligently With respond.io, agents can streamline lead responses by utilizing [AI Assist](https://help.respond.io/messages/using-ai-assist), which automatically generates context-relevant replies based on the provided knowledge sources. The AI crafts responses tailored to each inquiry by simply clicking a button, maintaining relevance and context. Additionally, [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) enable effortless message translation into over 90 languages, facilitating effective cross-border communication. ![This%20image%20shows%20how%20to%20use%20respond.io%27s%20AI%20Assist%20and%20AI%20Prompts%20in%20response%20to%20click-to-message%20ads.](https://images.ctfassets.net/ph8r57dk1q9w/3EcY4fjnymaO4lh423CmHI/064fdd8e4446877cf1c77270f69fe4d1/image_7afbedbc09ae134bb9b4b671999e8789.png) Agents can further enhance communication precision by adjusting message tone and correcting errors, ultimately improving conversion rates by delivering exceptional experiences. #### Reengage with Leads When Needed After capturing leads and adding them to your contact list, you’ll want to re-engage with them with remarketing efforts. For [WhatsApp API](https://respond.io/blog/whatsapp-business-api) and Facebook Messenger users, this re-engagement can be achieved using [message templates](https://respond.io/blog/whatsapp-template-message) — and with Messenger, you can now create and submit your own custom utility templates for personalized follow-ups, appointment reminders and order confirmations. ![After%20capturing%20leads%20and%20adding%20them%20to%20your%20contact%20list%2C%20you%u2019ll%20want%20to%20re-engage%20with%20them%20with%20remarketing%20efforts.%20For%20WhatsApp%20API%20users%2C%20this%20re-engagement%20can%20be%20achieved%20using%20message%20templates%2C%20while%20businesses%20utilizing%20Facebook%20Messenger%20can%20leverage%20Message%20Tags%20for%20continuous%20interaction.](https://images.ctfassets.net/ph8r57dk1q9w/PU4TCYxNhA3OEvXpw5Qbc/a083fdcf9534abb3b47bf3c774e76dc9/image_de300df157e3a69e7fabf59737b8dbfc.png) As a WhatsApp partner, respond.io streamlines this process, offering a seamless way to craft, submit and oversee your message templates. Moreover, it stands out as one of the platforms that support the use of Facebook Message Tags. For a more conversational and organic approach, your AI Agent can follow up with stalled conversations. #### Track WhatsApp Ad Conversions with Paid Ads Attribution Running Click-to-Chat Ads is just the first step—knowing which ads actually convert is what drives growth. With respond.io, you can now go beyond basic click tracking and gain full visibility into which ads bring in high-quality leads and how those leads move through your sales funnel. ![](https://images.ctfassets.net/ph8r57dk1q9w/25D2CwVWWHQQKFysGkXiqh/7f75bc97d567fbedae70ae787cc83e3d/clip.gif) Use the Reports module to view Paid Ads attribution data in both Contacts and Lifecycle reports. You’ll be able to: - Filter and group leads by Ad Campaign, Ad Group, or specific Ad - Track lead progress from first contact to Paying Customer - Spot which campaigns generate the best return on ad spend (ROAS) No more guesswork or spreadsheets—just clear, actionable insights to optimize your ad performance and drive better results. To wrap it up, we’ll share with you some best practices you should follow when developing your Click to Chat ads strategy. #### Go Further with Meta Conversions API Paid Ads Attribution shows which Click to Chat Ads generate conversations and customers. To take this further, the Meta Conversions API (CAPI) gives Meta stronger signals about those outcomes. Through respond.io, you can send events like a new lead created or a purchase completed directly to Meta. It benefits your business by giving: - Better attribution: Understand which ads truly drive revenue. - Smarter optimization: Meta uses these signals to prioritize the ads most likely to convert. With respond.io and CAPI, you’re not just tracking results, you’re feeding data back to Meta to make your ads perform better. ### Meta Click to Message Ads Best Practices Incorporating best practices ensures that your C2C ads are more effective and resonate well with your target audience. ![This%20image%20shows%20some%20best%20practices%20you%20should%20follow%20when%20developing%20your%20click%20to%20chat%20ads%20strategy%3A%20Personalize%20your%20approach%2C%20optimize%20for%20mobile%2C%20measure%20and%20analyze%20and%20keep%20response%20times%20short.](https://images.ctfassets.net/ph8r57dk1q9w/7ArzO1iQFXsSwomVND1yTp/f6a1d7d2db7d59f7283a52b01415d837/27_36ef1a5404062b134ee915a2346c15d7.png) #### Personalize Your Approach Tailor conversations based on past user interactions and data. This level of personalization can pave the way for a more meaningful customer-business relationship. Lai Zong You, Growth Manager for respond.io, highlights the importance of keeping the [AIDA model](https://en.wikipedia.org/wiki/AIDA_(marketing)) (attention, interest, desire and action) present when personalizing Click to Chat ads. He also mentions how critical it is to catch the leads’ attention during the first three seconds of a video ad to drastically increase the chances of capturing them. #### Optimize for Mobile Given the widespread use of mobile devices, ensure that your Click to Chat ads and chat sessions are optimized for a seamless mobile experience. There is more you can do to ensure a great mobile experience. Keep the ad content concise and to the point. Mobile users are likely to skim through content, so make your value proposition clear and compelling within a few words. #### Measure and Analyze Monitor the performance of your click-to-chat ads regularly. Pay attention to the number of interactions, conversion rates, and customer feedback to continuously refine your approach. [Meta Ads Reporting](https://www.facebook.com/business/help/318580098318734?id=369013183583436&content_id=dxUiZ9w4kGfonja&ref=sem_smb&utm_term=dsa-1720753162766&gclid=CjwKCAjw_LOwBhBFEiwAmSEQAT7qKsdDEQNs6jIXgkUL5XxwJXsfclYz-wvWWY91Fni0SJJYhsEE1BoCxzUQAvD_BwE&gad_source=1) can help you with this. Lai Zong You offers a strategic insight into transforming business challenges into opportunities by leveraging metrics: “Engage directly with individuals who have paused their journey midway through the sales funnel. By providing them with something of value, such as a discount, you can encourage them to progress further down the funnel.” #### Keep Response Times Short Ensure that the same level of conversation quality is maintained in Click to Chat ads as in any other customer interaction. This consistency reflects positively on your brand. Remember that responding to leads promptly increases the likelihood of converting them. Whether you're a marketing manager aiming to revamp your lead generation strategy or a sales executive looking to enhance customer engagement, the adoption of Click to Chat ads stands to offer business growth. This is all you need to know to get started with Click to Chat ads. To handle all your new leads, make sure you’re using the best customer conversation management software. [Try respond.io for free](https://app.respond.io/user/register?_gl=1*dhbk1l*_ga*MTQ1NDY4NTc5NC4xNjc2OTQ0NTYw*_ga_0EZ318H868*MTcwODMzMTIzMC43MTkuMS4xNzA4MzMxMjU5LjMxLjAuMA..)! ### Further Reading Did you find this article helpful? If so, these readings might interest you. - WhatsApp Drip Campaign: Crush Your Conversion Goals - Proving the ROI of Your Messaging Strategy: Quantify and Showcase Value - Sales Closing Techniques: How to Close a Sale in 3 Conversations ## [Click to Message Ads: 4 Best Practices to Maximize Leads](https:/respond.io/blog/click-to-message-ads) Boost your click to message ads performance with these trusted tactics. Learn how to make the right optimizations to get high-quality leads to chat. Are your click to message ads getting the results you want? While they’re an effective way to capture leads, it’s essential to optimize them to bring in the most quality conversations and keep prospects engaged. Accurately targeting and engaging your audience, discovering what resonates with them and having a plan to manage inquiries efficiently will help you reach your goals. Remember that your first attempt at click to message ads may not have the desired effects. It’s a process of experimentation to understand which tactics work best for your business and implement best practices. We’ll share what we’ve learned from our customers and our own experience to take out some of the guesswork for you. ### 4 Proven Strategies for Optimizing Click to Message Ads Optimizing your ads takes time so you can understand what works and what doesn’t. Every business’s needs and goals will be slightly different. Implementing these best practices helps. #### 1\. Use Targeting to Maximize High-Quality Leads Ensure your target audience matches the profile of the customers you aim to reach. It might seem obvious, but we’ve seen many cases where businesses lack clear objectives for their ads. Those with a large budget may target everyone and see what sticks, but it’s not efficient in the long run. Targeting an audience that’s too broad results in low-quality leads and wasted ad spend. Determine your ideal target audience and direct your ads to the correct category. Campaign and creative-level goals in Meta also affect the types of leads you’ll get. Growth Manager Loh Yi Xuan recommends setting your [campaign on Meta](https://respond.io/blog/click-to-chat-ads#toc-mobile-3) to “maximize conversions” rather than “maximize conversations.” ![screenshot%20showing%20how%20to%20set%20up%20click%20to%20message%20ads%20to%20maximize%20conversions](https://images.ctfassets.net/ph8r57dk1q9w/53OAliMtAjI2aHf6nH00F/584aa5e8d65b7bb52550adf15cf280f8/screenshot-2024-04-22-at-92924-am_5c05a48a9e207b5c5b66a52bee0a12f3.jpg) With our own click to message ads, changing the setting to “maximize conversions” resulted in higher quality leads and more sales qualified leads. Once you've been running ads, a further way to optimize your targeting is with Meta's Conversion API (CAPI). This allows you to send conversion events, e.g., lead makes a booking or purchase, to Meta. Then Meta will show ads to more of this type of person. With respond.io, [you can set CAPI up with a Workflow](https://respond.io/help/workflows/step-send-conversions-api-event), so that conversion events are triggered in the conversation. They can be identified by human agents or by AI agents that can trigger the Workflow automatically. Another option on respond.io that works the same way as CAPI but for TikTok ads is [TikTok Lower Funnel Events](https://respond.io/help/workflows/step-send-tiktok-lower-funnel-event). #### 2\. Give Prospects a Reason to Chat with You To capture leads, it’s not enough to simply [add a chat button to an ad](https://respond.io/blog/how-to-add-whatsapp-button-on-facebook-page) for your product. The images, the copy and the CTA must drive prospects to start a conversation. For example, ask people to inquire about limited time promotions or choosing the right package or plan. Lai Zong You, Growth Manager for respond.io, highlights the importance of keeping the [AIDA model](https://en.wikipedia.org/wiki/AIDA_(marketing)) (attention, interest, desire and action) present when personalizing click to message ads. He also mentions how critical it is to catch the leads’ attention during the first three seconds of a video ad to drastically increase the chances of capturing them. Intrigue viewers with an image or caption that gets to the heart of their problem or tugs at their emotions. Get leads into a chat through [captivating, original campaigns](https://www.linkedin.com/pulse/capture-more-customers-creative-instant-messaging-campaigns-8s1dc/?trackingId=fg1dEmc%2BTIKbxyrhWHGn9w%3D%3D) inviting them to interact. Use a persona, leverage trends or even gamify your ads. #### 3\. Reply Promptly from a Single Inbox When prospects click into an ad to chat, they expect a [prompt reply](https://respond.io/blog/whatsapp-customer-experience-engagement#toc-mobile-5). If they don’t get it, they lose interest and the opportunity may pass. Many businesses are running campaigns on several channels, so messages may be overlooked if agents need to check every channel manually. Using an [omnichannel inbox](https://respond.io/blog/omnichannel-ecommerce#toc-mobile-8) with a conversation management platform like respond.io ensures your agents will never miss a message. ![Illustration%20showing%20how%20click%20to%20message%20ads%20go%20to%20one%20inbox%20from%20any%20channel](https://images.ctfassets.net/ph8r57dk1q9w/6d6XpX7qded7dHGoxB9DA1/f7c7f78b6db08433bdfa3aa2765a0eb1/screenshot-2024-04-22-at-115353-am_76e0b93de1d0edc46955d89fc939a6b8.jpg) Automatically assign leads to available agents as soon as they come in, or even better, assign leads to AI Agents. Respond.io's [AI Agents](https://respond.io/ai-agents) are trained on your business knowledge and answer leads at any time of day, even outside of working hours. Use them to qualify leads, answer common questions and, if necessary, manage expectations as to when a human agent will be in touch. AI Agents can also recognize when a conversation starts from a paid ad and receive campaign details like ad name and ad set, enabling campaign-aware qualification and routing from the first message. #### 4\. Adapt from Experience We recommend an [omnichannel approach](https://respond.io/blog/omnichannel-communication#toc-mobile-2), but you’ll likely find certain channels perform better than others. With Meta’s click to message ads, you can choose where to send audiences and determine which way prospects prefer to contact you. Monitor the performance of your click to message ads regularly. Pay attention to the number of interactions, conversion rates, and customer feedback to continuously refine your approach. [Meta Ads Reporting](https://www.facebook.com/business/help/318580098318734?id=369013183583436&content_id=dxUiZ9w4kGfonja&ref=sem_smb&utm_term=dsa-1720753162766&gclid=CjwKCAjw_LOwBhBFEiwAmSEQAT7qKsdDEQNs6jIXgkUL5XxwJXsfclYz-wvWWY91Fni0SJJYhsEE1BoCxzUQAvD_BwE&gad_source=1) can help you with this. For example, one of our customers in the healthcare industry runs click to message ad campaigns for WhatsApp, Facebook and Instagram. They’ve found that for their region, click to WhatsApp ads are the most effective in getting quality leads. Their main goal is to get people to ask questions about their services and book an appointment. They’ve seen success with that through clear CTAs and adjusting their creatives to optimize for what resonates with their audience. ### Create Click to Message Ads that Convert with Respond.io With continuous optimization, you can consistently capture quality leads into conversations and set them on the path to conversion. A conversation management platform like respond.io enables you to automate click to message ads so you get leads into a single inbox and reply instantly. And respond.io not only integrates with Facebook and Instagram click to message ads, but also with [TikTok Messaging Ads](https://respond.io/blog/tiktok-ads). Take advantage of the opportunities every channel offers to capture high quality leads, measure where they’re engaging and convert them faster. See what [respond.io](http://respond.io/) can do for your business today with a free trial or contact us for a [customized demo](https://respond.io/demo). ### Further Reading Want to learn more about doing click to message ads? These articles will show you all you need to know to get started. - Click to Chat Ads for Lead Generation: The Ultimate Guide - Generate Leads and Boost Sales with WhatsApp Ads: A Practical Guide to WhatsApp Advertising - TikTok Ads: Harness TikTok Messaging Ads to Boost Sales ## [Conversation-Led Growth™: Where Conversations Drive Business Results](https:/respond.io/blog/conversation-led-growth) Explore respond.io's conversation-led growth framework and how it can help you capture, convert and retain customers across multiple messaging and voice channels. Are you receiving high volumes of conversations from leads? Do you want to leverage these conversations to drive business growth? After years of helping over 10,000 brands turn conversations into tangible business outcomes, respond.io developed and trademarked the Conversation-Led Growth™ framework, designed to help businesses effectively implement a conversational growth strategy. Here, we’ll dive into the importance of a conversational growth strategy and the common challenges businesses encounter when managing conversations. Finally, we’ll show you how the Conversation-Led Growth™ framework addresses them. ### What is Conversation-Led Growth™? Conversation-Led Growth™ (CLG) is a framework designed to help businesses maximize lead capture and sales chat conversions. It operates on the principle that every conversation is an opportunity for businesses to engage, delight and convert customers. Whether it’s a chat initiated by a curious first-time visitor or a query from a long-standing customer, each conversation is a chance to grow your business. #### Conversational Growth Strategy: Why do you need it? Every conversation businesses have is a valuable opportunity for them to achieve tangible business results. Therefore, the more conversations you have, the more opportunities you’ll have to convert leads into customers and keep existing customers coming back for more. However, many businesses hesitate to drive conversations as they lack cost-effective methods for managing conversations at scale. This is especially true if they rely on traditional communication channels. ### How You’re Likely Managing Conversations and How You Should Manage Them Instead Engaging with leads and customers through traditional channels like email and webchat demands significant manpower and fails to provide agents with the context they need to effectively assist customers. For instance, emails often lead to extended response times and phone calls confine agents to managing one conversation at a time. Website chats can be interrupted when contacts leave the site or experience internet glitches, forcing them to restart conversations and repeat themselves. ![An%20image%20showing%20how%20businesses%20are%20probably%20managing%20conversations%20today](https://images.ctfassets.net/ph8r57dk1q9w/1k1hPl2vIErPrQhI7z2LUP/786c449cc19f83cd341a164932f75ff0/Concepts___CLG_Framework_3.0_Image_01.png) Due to these challenges, businesses often divert conversations to self-service resources like FAQ pages or help centers, assuming these resources are sufficient. In more extreme cases, some businesses even discourage leads and customers from reaching out entirely by making it difficult for them to initiate contact or by not providing clear means for them to get in touch. Businesses operate under the assumption that this approach is easier and more cost-effective. However, they overlook how each conversation provides opportunities for business growth by pushing leads further along the customer journey. Let’s see how conversations achieve this. #### Leverage Conversations to Move Leads Along The Customer Journey Every day, businesses unknowingly miss out on valuable opportunities that can lead to business growth. While it may seem like potential leads are actively engaging with your brand through likes and comments on social media posts, opportunities often go unnoticed. The customer journey starts when potential leads discover your brand. During this stage, they typically seek information on your website. If they stumble upon a product they're interested in but can't find answers to questions related to it, they may stop exploring your products and services altogether. As leads move towards making a purchase, online reviews greatly influence their decision. Positive reviews often lead to sales. However, obstacles like broken "Buy Now" links can cause missed opportunities and abandoned sales. ![The%20conversation-led%20growth%20framework%20ensures%20each%20conversations%20provide%20valuable%20outcomes.%20And%20it%20does%20it%20by%20using%20conversations%20to%20fill%20the%20gaps%20in%20the%20customer%20journey.%20](https://images.ctfassets.net/ph8r57dk1q9w/2V1ldCSWWsfMYaKg0aJ2Wk/de188b9d30d75f8bfc6b956b9aa2fc00/Concepts___CLG_Framework_3.0_Image_02.png) When issues arise post-purchase, like product defects or dissatisfaction, customers turn to you for assistance, whether it's to file a complaint, request a replacement or seek a refund. If they cannot reach your business easily, face unanswered calls and emails or are directed to your FAQ page or help center, this subpar support can lead to customer dissatisfaction and harm your business's reputation. As businesses want to turn customers into repeat buyers for a steady stream of income, it's important to recognize how initial experiences impact the likelihood of their return. If customers have a negative impression, they may disregard your brand or explore your competitors. This leads to loyalty challenges where you stand to lose customers. In short, each failed attempt to get information, take action or contact you creates a gap in the customer journey. To successfully bridge these gaps, you need to make it easy for customers to chat with you and vice versa. To begin, include instant messaging channels in your customer communication strategy if you haven't already. #### Use Instant Messaging Channels to Drive Conversations Starting a conversation on instant messaging channels like [WhatsApp](https://respond.io/blog/whatsapp-business-api), [Facebook](https://respond.io/blog/facebook-business-chat), [Instagram](https://respond.io/blog/instagram-business-chat) and [TikTok](https://respond.io/blog/tiktok-for-business) is quick and straightforward. Leads can send messages anytime and receive faster replies compared to traditional communication channels like email or phone calls. This real-time interaction aligns with modern expectations for immediate communication but poses challenges for businesses that are understaffed, receive high volumes of messages or have a presence on multiple instant messaging channels that need to be managed individually. These scenarios can strain resources and slow down response times, affecting lead engagement and satisfaction. | Pros | Cons | | --- | --- | | Combines structure and immediacy | Potential conversation overload | | Real-time responses | Expectation of immediate replies | | Convenient history access | | Instant messaging channels offer a valuable feature by providing a chat history, allowing both leads and agents to reference previous conversations for context. However, if a business operates across multiple messaging channels, maintaining a centralized history of customer interactions becomes challenging. This centralized history is vital for ensuring a consistent experience across all channels as [90% of customers expect](https://respond.io/blog/omnichannel-communication#toc-mobile-2) seamless interaction continuity across all contact channels. This is when a robust customer conversation management platform like respond.io and its conversation-led growth strategy comes into play. ### Understanding the Respond.io Conversation-Led Growth™ Framework The Conversation-Led Growth™ framework consists of 3 Stages: Capture, Convert and Retain, each created to achieve the CLG goal of maximizing lead capture and optimizing sales chat conversions. ![The%20Conversation-led%20growth%20framework%20consists%20of%203%20Stages%3A%20Capture%2C%20Convert%20and%20Retain%2C%20each%20created%20to%20achieve%20the%20CLG%20goal%20of%20maximizing%20lead%20capture%20and%20optimizing%20sales%20chat%20conversions.Note%20that%20these%20stages%20do%20not%20strictly%20follow%20a%20linear%20or%20cyclical%20progression%2C%20as%20they%20can%20be%20adapted%20to%20meet%20various%20business%20needs.%20Now%2C%20let%u2019s%20take%20a%20closer%20look%20at%20each%20stage%20below.](https://images.ctfassets.net/ph8r57dk1q9w/4XooZYFH1AVNQs2QXif2Pa/97622ecc5cdb381f1dfc4c0624c6b426/Concepts___CLG_Framework_3.0_Image_03.png) Note that these stages do not strictly follow a linear or cyclical progression, as they can be adapted to meet various business needs. Now, let’s take a closer look at each stage below. #### Capture: The Digital Net for Business Opportunities The first stage, Capture, is for businesses aiming to generate and collect leads by having conversations with them. This stage is all about widening the top of the funnel. You want to attract people who are hearing about your business for the first time. ![The%20first%20stage%2C%20Capture%2C%20is%20for%20businesses%20aiming%20to%20generate%20and%20collect%20leads%20by%20having%20conversations%20with%20them.%20This%20stage%20is%20all%20about%20widening%20the%20top%20of%20the%20funnel.%20You%20want%20to%20attract%20people%20who%20are%20hearing%20about%20your%20business%20for%20the%20first%20time.%20](https://images.ctfassets.net/ph8r57dk1q9w/7s7bGvR1hF3zPz6Mltdtcr/12785c545f39b3e034c96d8ca3365c0a/Concepts___CLG_Framework_3.0_Image_04.png) Strategies might include [website widgets and chat links](https://help.respond.io/workspace-settings/growth-widgets) on your website, social media capture through click-to-chat ads on [Facebook](https://respond.io/blog/facebook-messenger-ads), [Instagram](https://respond.io/blog/click-to-instagram-direct-ads) or [TikTok](https://respond.io/blog/tiktok-messaging-ads) or even using [QR codes](https://help.respond.io/quick-start/getting-contacts-to-message-you) strategically placed in brick-and-mortar stores. The conversations you manage to "capture" here become the leads that enter the next stages of your cycle. #### Convert: The Conversation Engine that Drives Sales The next stage, Convert, is for businesses aiming to turn leads into paying customers efficiently. To convert leads faster through chat, you need to know when to use [AI agents](https://respond.io/blog/ai-sales-agent) and automation, when to [route conversations to human agents](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and how to handle these conversations skillfully. Not all conversations require manpower to resolve satisfactorily or get the results you want. In fact, an AI agent can sometimes deliver better experiences or get better results. For instance, you can let AI handle routine tasks like automatically qualifying leads from different ad campaigns, responding to FAQs, automating meeting bookings and routing conversations to sales agents. ![The%20next%20stage%2C%20Convert%2C%20is%20for%20businesses%20aiming%20to%20turn%20leads%20into%20paying%20customers%20efficiently.%20To%20convert%20leads%20faster%20through%20chat%2C%20you%20need%20to%20know%20when%20to%20use%20AI%20and%20automation%2C%20when%20to%20route%20conversations%20to%20human%20agents%20and%20how%20to%20handle%20these%20conversations%20easily.](https://images.ctfassets.net/ph8r57dk1q9w/4l3vhDjaLD1YHgIvsKiD2a/c0e7c93a9110408eb9736d7456393554/Concepts___CLG_Framework_3.0_Image_05.png) While sales agents usually manage multiple conversations at once, a robust sales inbox can help them do it efficiently. For instance, it can provide a complete view of customers, allowing sales agents to better understand their needs and provide tailored product recommendations. In some cases, agents may need to talk to customers for a more human touch. The new [WhatsApp Business Calling API](https://help.respond.io/whatsapp/whatsapp-business-calling-api) enables businesses and customers to talk to each other through the WhatsApp API. Additionally, advanced features like [AI Assist](https://respond.io/help/workspace-settings/ai-assist) empower agents to offer quick and accurate answers—including understanding customer voice notes to generate relevant responses—enhancing the overall customer experience. When in doubt, agents can leverage internal expertise within their teams through [internal chats](https://help.respond.io/contacts/contact-activity#comments), [escalate conversations](https://respond.io/blog/escalation-management) when the issue is out of their expertise and more to ensure that leads receive the best possible service. By implementing these strategies, businesses can push leads down the funnel faster and turn them into paying customers. However, converting leads is just one part of the equation. To ensure consistent revenue, businesses must also focus on turning these customers into repeat buyers. #### Retain: Keep Customers Coming Back for More The final stage, Retain, is crucial for businesses aiming to drive repeat business and maintain long-term customer relationships. The goal here is simply to keep customers coming back for your product or service. ![Conversation-led%20growth%3A%20The%20final%20stage%2C%20Retain%2C%20is%20crucial%20for%20businesses%20aiming%20to%20drive%20repeat%20business%20and%20maintain%20long-term%20customer%20relationships.%20The%20goal%20here%20is%20simply%20to%20keep%20customers%20coming%20back%20for%20your%20product%20or%20service.%20](https://images.ctfassets.net/ph8r57dk1q9w/1pmtdNZu2wWuSJUbjyT4no/c4fc7ca9aea6ffc82c757c2672fc03e5/Concepts___CLG_Framework_3.0_Image_06.png) Some strategies include sending promotions and newsletters, and renewal reminders. For example, a monthly newsletter featuring personalized product recommendations and exclusive discounts can keep customers engaged and encourage repeat purchases. Additionally, timely renewal reminders for subscription services ensure customers stay on track, reducing churn rates and reinforcing their commitment to your brand. By implementing these strategies, businesses can foster strong relationships, drive repeat purchases, and ensure long-term growth. Next, let’s look at how respond.io can help you apply the conversation-led growth framework in your current business processes. ### Conversational Growth Strategy: Managing Sales Conversations Using Conversation-Led Growth™ on Respond.io When it comes to effective customer conversation management, respond.io emerges as a dedicated platform offering a comprehensive suite of solutions to streamline and optimize conversations. This platform brings key advantages that align with the conversation-led growth framework. ![Conversational%20groeth%20strategy%3A%20When%20it%20comes%20to%20effective%20customer%20conversation%20management%2C%20respond.io%20emerges%20as%20a%20dedicated%20platform%20offering%20a%20comprehensive%20suite%20of%20solutions%20to%20streamline%20and%20optimize%20conversations.%20This%20platform%20brings%20key%20advantages%20that%20align%20with%20the%20conversation-led%20growth%20framework.](https://images.ctfassets.net/ph8r57dk1q9w/4snkhsV3r4TB1XTLUabQb9/5d3356f35faab83831f7c85f82d4c016/Concepts___CLG_Framework_3.0_Image_07.png) **Centralized channel management**: Respond.io unifies your traditional and instant messaging channels into a single platform. This ensures that your team has a unified hub to monitor and respond to inquiries across various channels, fostering consistency and efficiency in customer interactions. **Manage and track leads**: With the [Lifecycle Module](https://help.respond.io/workspace-settings/workspace-settings-lifecycle), businesses can track and manage Contacts throughout every stage of your sales process, from the first interaction to conversion. Gain valuable insights into your sales funnel to ultimately convert more leads into customers. ![Conversation-led%20growth%3A%20Respond.io%20unifies%20your%20traditional%20and%20instant%20messaging%20channels%20into%20a%20single%20platform%2C%20simplifying%20conversation%20management.%20This%20ensures%20that%20your%20team%20has%20a%20unified%20hub%20to%20monitor%20and%20respond%20to%20inquiries%20across%20various%20channels%2C%20fostering%20consistency%20and%20efficiency%20in%20customer%20interactions.](https://images.ctfassets.net/ph8r57dk1q9w/73MMNb679YTeNIBYzIcyO4/c9cfa19a015bd629e12468d0dce2601a/62e0bea0212ed8702a7b9506-wbmuimage16_b064085db2af8ce50c1ccdde2f497b96.gif) **Seamless conversation capture**: Respond.io offers seamless methods for capturing conversations through QR codes, chat links and click-to-chat ads. These tools effectively attract potential customers, ensuring that every conversation finds its way into a unified inbox without being missed. **Powerful automation**: One of the platform's strengths lies in its capacity to automate processes, from basic tasks to complicated workflows. Respond.io's [Workflows](https://help.respond.io/workflows/workflows-overview) automation provides the flexibility you need to automate processes of any complexity. ![Looking%20for%20a%20customer%20communication%20management%20platform%20with%20powerful%20automation%20for%20your%20conversational%20growth%20strategy%3F%20One%20of%20respond.io%27s%20strengths%20lies%20in%20its%20capacity%20to%20automate%20processes%2C%20whether%20for%20basic%20tasks%20or%20complicated%20workflows.%20Respond.io%27s%20Workflows%20automation%20provides%20the%20flexibility%20you%20need%20to%20automate%20processes%20of%20any%20complexity.](https://images.ctfassets.net/ph8r57dk1q9w/ABnZtWbSg4MNDCisoT1Ho/09af23a3f9f5909d5fbcc57e46cdd6a3/screenshot-2023-07-05-at-110014-am_339005d33686df0c65312f2b724afb80.png) **AI agents that can handle entire conversations or assist human agents**: Respond.io's AI agent can answer product or service enquiries, qualify customers, send payment or appointment booking links and route ready buyers to your team with [internal comments](https://respond.canny.io/changelog/ai-agents-can-now-add-internal-comments) that capture key context for faster conversions and shorter sales cycles. Respond.io also harnesses AI to provide valuable assistance to human agents. With [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai), agents can improve and translate messages, ensuring that every interaction is personalized, professional and polished. Additionally, [AI Assist](https://help.respond.io/messages/using-ai-assist) helps agents answer questions promptly by analyzing queries and providing responses based on message context. ![Drive%20your%20conversational%20growth%20strategy%20with%20AI-Powered%20Responses%20and%20Assistance%3A%20Respond.io%20harnesses%20AI%20to%20provide%20not%20only%20automated%2C%20contextual%20answers%20but%20also%20valuable%20assistance%20to%20human%20agents.%20](https://images.ctfassets.net/ph8r57dk1q9w/5UR4cGcbz3TuOxjeZw6sT4/b3c8c9385d064eba6c4cfbdaa9049425/bbca53075e3cb618eba9114ccf970870_6b7724cfcbe31ea97b9f0b3098d1f995.gif) **Enhanced conversations**: Respond.io's features are designed to facilitate highly effective conversations. The platform provides flexible [integrations](https://help.respond.io/workspace-settings/integrations) to gain valuable customer context, aiding in tailored responses that ensure each interaction is meaningful and valuable. Collaborative features further enable your team to work seamlessly, streamlining communication and providing comprehensive support. Next, let’s look at a real-life example that depicts the power of great conversations. #### How Managing Conversations Well Boosted Conversions, Revenue and Customer Loyalty for H&H Skincare [H&H Skincare](https://respond.io/customers/how-hh-skincare-boosted-its-customer-loyalty-to-60-percent), a renowned skincare retailer, gained recognition for its 24/7 customer consultation and support. However, expanding its communication channels led to a critical challenge – a customer service bottleneck. Respond.io emerged as the solution. It unifies its communication channels and allows H&H to scale its teams easily with tools to assist in context-gathering and collaboration. Combined with powerful automation capabilities, H&H was able to respond promptly to inquiries and provide personalized responses and solutions. The outcome was remarkable. A 300% increase in the number of customers it chatted with daily, a 160% surge in sales over just six months and a strong 60% rate of returning customers. Respond.io's partnership revolutionized H&H Skincare's customer service, boosting engagement, loyalty and tangible business growth. Now that we’ve explored the Conversation-Led Growth™ framework, let’s put this knowledge into action. [Try respond.io for free](https://app.respond.io/user/register) and unlock a world of efficient and customer-centric communication. ### Further Reading If you enjoyed this article, here are some more readings to help you kickstart your conversational growth strategy. - Inbound Conversation Workflows: A How-To Guide - Chat Routing with respond.io Workflows - How to Elevate Conversations with ChatGPT for Business ## [Conversational AI for Sales: Close Deals in the AI Era ](https:/respond.io/blog/conversational-ai-for-sales) Discover the impact of conversational AI for sales! Uncover its potential to optimize human resources, tailor customer experiences and skyrocket revenue. Ready to dive in and revolutionize your sales strategy? Get ready to supercharge your sales game with conversational AI. This article is your how-to guide, unveiling the remarkable benefits, sharing best practices and helping you discover the perfect AI platform for conversational sales. ### Conversational AI for Sales Team: An Introduction Beyond a mere buzzword, conversational AI signifies a pivotal evolution in sales, reshaping customer engagement and enhancing sales dynamics. To understand the importance of conversational AI for sales, first, you must be familiar with the concept of conversational AI. #### What is Conversational AI? Conversational AI is the simulation of human-like conversations through AI. It does this by using two components: - Natural Language Processing (NLP): NLP is a sophisticated technology that enables AI to comprehend and interpret user messages. It analyzes the context, decipher its meaning and formulate appropriate responses. - Machine Learning (ML): With ML, conversational AI continuously refines and enhances its performance over time. Just as humans learn from experience, AI processes and adapts based on the wealth of interactions it engages in. The more conversational AI interacts with users, the more adept it becomes at understanding nuances, contexts and user preferences. It ultimately improves the overall quality of its responses. ![This%20image%20shows%20the%20two%20components%20of%20a%20sales%20AI%20chatbot%3A%20Natural%20Language%20Processing%20and%20Machine%20Learning.](https://images.ctfassets.net/ph8r57dk1q9w/2qrtI4sNEhm4GEeE0EB98q/17cd0addef72c55df7f57edd87869994/copy-of-blog-images-template_85412e2a96c5fad41c2dfdfa2638bcb6.png) In the real world, the conversational AI market is projected to experience a remarkable [CAGR of 17.3%](https://www.futuremarketinsights.com/reports/conversational-ai-market) from 2023 to 2033. That is a surge from US$ 9.6 billion in 2023 to US$ 47.6 billion in 2033. > Compound Annual Growth Rate (CAGR) measures an investment's annual growth rate over a specified period As the conversational AI market grows, businesses adopting this technology gain a competitive edge. With substantial growth projected, the technology is [swiftly being adopted](https://respond.io/blog/chat-gpt-for-business#toc-mobile-2) across various business areas such as [customer support](https://respond.io/blog/ai-customer-service), with a strong focus on integrating it into sales processes. #### What is Conversational AI for Sales? Conversational AI for sales is the use of AI, primarily in the form of chatbots and virtual assistants, to automate and enhance the sales process. This technology is designed to simulate human-like conversations, enabling businesses to interact with potential customers in a more personalized and efficient manner. These tools enable instant responses to queries, provide product information and guide users seamlessly through the sales journey. Sales agents often use chat apps for their interactive nature. Industries like e-commerce, retail, travel, hospitality, and tech have been quick to adopt conversational AI for its efficiency with customer interactions and repetitive questions. Now that the concept of conversational AI for sales is clear, let's delve into its benefits. ### Conversational AI for Sales Team: Benefits Businesses can directly boost their bottom line with conversational AI, achieving higher sales figures and increasing revenue as a result. In fact, when conversational AI is involved, sales can go [up to 67%](https://arabianreseller.com/2023/11/06/conversational-ai-how-genai-and-llm-are-redefining-the-landscape-of-global-business-conversations/). Furthermore, by [leveraging user data ethically and securely](https://respond.io/blog/iso-certification), conversational AI can personalize interactions based on individual preferences and behaviors. This way, businesses create a more engaging and relevant sales experience, contributing to stronger customer relationships. ![This%20image%20shows%20the%20benefits%20of%20AI%20sales%20bots%3A%20Increase%20revenue%2C%20personalized%20engagement%2C%20optimize%20human%20resources%20and%2024/7%20availability](https://images.ctfassets.net/ph8r57dk1q9w/4DRJ341pX0TAvmEo9feyGc/60355b6bbb885e392a160f7dd43386e4/copy-of-blog-images-template-1_eb8fb1ea3301928b3a259668505b249b.png) Conversational AI can handle time-consuming or lower-value tasks such as lead qualification, nurturing and data capture. These tasks would traditionally require significant time and effort from sales agents. Even beyond this, it can operate autonomously by assigning conversations to the right team, re-engaging or closing opportunities when needed, freeing agents to focus on persuasion and closing. When AI takes on these responsibilities, it reduces staff hiring and training costs while enabling 24/7 customer engagement, ensuring no opportunity is missed. However, conversational AI also has limitations, which we’ll discuss next. ### Conversational AI for Sales Team: Challenges and Limitations Although efficient, an AI agent may not possess the nuanced persuasive skills of a trained human sales agent. It is especially clear when booking a meeting with customers, where understanding subtle cues and specific contextual nuances is crucial. On top of that, conversational AI may struggle to interpret and reply appropriately to customers' emotional nuances, potentially impacting customer interactions in emotionally charged situations. To safeguard customer experience, businesses should set confidence thresholds so AI Agents, for instance, only act when it’s certain, and fall back to a human agent when it isn’t. Respond.io supports clear handoff rules, ensuring conversations are routed to a human agent whenever a customer requests it or when the AI is unsure. Human agents can also take over a conversation from the AI at any time, with internal comments capturing key context so nothing needs to be repeated. ![This%20image%20shows%20the%20challenges%20and%20limitations%20of%20an%20AI%20sales%20chatbot%3A%20Lack%20of%20persuasion%20and%20emotional%20intelligence%2C%20dependency%20on%20data%20quality%20and%20initial%20implementation%20challenges.](https://images.ctfassets.net/ph8r57dk1q9w/3su1587xfcMahFSX5cRH45/fe06e91fb649a40534fe0a803d5ee7ba/copy-of-blog-images-template-4_36e360ccff504f9d952f1155d0473bf2.png) In addition, the effectiveness of conversational AI is contingent on the accuracy and relevance of the underlying data. Inaccurate or outdated information may lead to [incorrect responses](https://www.ibm.com/topics/ai-hallucinations#:~:text=AI%20hallucination%20is%20a%20phenomenon,are%20nonsensical%20or%20altogether%20inaccurate), affecting the overall reliability of the AI in sales interactions. Lastly, businesses may unfortunately encounter challenges during the initial implementation phase of conversational AI for sales, including integration, customization and training. Overcoming these challenges often requires careful planning and time investment. Now, let's explore various applications of conversational AI for sales. ### Conversational AI for Sales Team: How to Use it Conversational AI can be trained to ask qualifying questions. By extracting relevant information from interactions, conversational AI can identify and qualify new leads before passing them to your sales team. As a result, conversational AI enhances the overall quality of its leads, contributing to more effective sales efforts. In addition, AI agents or chatbots can empower leads to book appointments or demos at their convenience, reducing friction in their journey. Conversational AI can efficiently handle inquiries over chat or voice call, understand availability and guide users through the scheduling process, ensuring a user-friendly experience. When properly trained, conversational AI can be used to suggest relevant products or services based on user preferences, enriching the customer experience and increasing the likelihood of successful conversions. It can even upsell or cross-sell complementary products. ![This%20image%20shows%20how%20to%20use%20conversational%20AI%20chatbot%20for%20sales%3A%20Lead%20qualification%2C%20appointment%20and%20demo%20scheduling%2C%20customer%20journey%20personalization%20and%20training%20and%20sales%20enablement.](https://images.ctfassets.net/ph8r57dk1q9w/3BTDOpefEGGbejHybUZVk4/a20a30dd95ad236f65fb2353ef9cb1ef/copy-of-blog-images-template-5_cc76120eb95b4a467e996059005e92b4.png) Finally, conversational AI transforms sales training by providing real-time assistance, personalized learning paths and help with onboarding. It can reinforce product knowledge or even simulate interactive role-playing scenarios for skill development. Leveraging conversational AI for sales often entails deploying it across the entire sales funnel. From nurturing leads to strategically advancing prospects through the sales cycle, it culminates in successfully closing deals. But for a successful implementation, you should have a look at the following conversational AI best practices for sales teams. ### Conversational AI for Sales Team: Best Practices First, define clear sales objectives you aim to achieve with conversational AI. When AI has a clear and narrow focus, like lead generation or conversion optimization, it performs within intended behavior. Then, tailor your natural language processing and machine learning models to align with your brand's voice, sales team messaging and customer journey. This will ensure the AI agent resonates with your audience. Continuously refine your conversational AI responses based on real-world interactions. Gather feedback from your sales teams and the individuals interacting with the AI. Regular monitoring and adjustment ensure your AI aligns with evolving customer expectations and business needs. ![This%20image%20shows%20the%20best%20practices%20for%20using%20an%20AI%20sales%20bot%3A%20Identify%20your%20goals%2C%20train%20your%20AI%20model%2C%20monitor%20and%20improve%20response%20quality%20and%20hand-off%20to%20human%20agents%20when%20needed.](https://images.ctfassets.net/ph8r57dk1q9w/5eP1lXsBDGPVumxAEqa0Fp/617e67d0ad3b2e1ca8de1df913e273f6/copy-of-blog-images-template-3_4106c86ddecb6987e04e4f98b98ecdb5.png) Last, while Conversational AI enhances efficiency, be aware of [scenarios where human touch is essential](https://respond.io/blog/customer-conversation-management#toc-mobile-7). Implement a hand-off process to ensure a smooth transition to human agents when a conversation demands personalized attention. By following these strategic steps, you will harness the capabilities of conversational AI and ensure that it aligns with your sales goals. To let conversational AI perform sales duty, you’ll need a full-fledged [conversational AI platform](https://respond.io/blog/conversational-ai-platform#toc-mobile), like respond.io. ### Conversational AI for Sales Team: Use the Best AI Messaging Platform Gerardo Salandra, CEO of respond.io and Chairman of The Artificial Intelligence Society of Hong Kong, explains what makes respond.io an outstanding conversational AI platform. "AI is one of the biggest buzzwords in the business world, but while everyone claims to be an AI company, we have a clear differentiator: We combine years of R&D in business messaging with the latest stack of generative AI technologies.” He’s also shared his insights on the importance of a robust messaging platform as a solid foundation for AI: “The seven years we spent building this core platform also ensure the AI integrates neatly with your business processes, workflows and existing tech stack, as well as all the messaging channels customers are spending time on. The value of AI is exponential, but it needs a solid base like respond.io for a substantial and reliable impact.” With this in mind, here are some of the features that make respond.io the ultimate AI solution for conversational sales. #### The Art of Rapid Response: Turn Queries into Opportunities with AI Agents Respond.io's full AI potential is realized when [trained with your business knowledge sources](https://help.respond.io/workspace-settings/workspace-setting-respond-ai#ai_assist_knowledge_sources), expanding its capabilities and broadening the range of responses it can provide. ![This%20image%20shows%20how%20to%20train%20your%20respond.io%20AI%20sales%20chatbot%20with%20knowledge%20sources.](https://images.ctfassets.net/ph8r57dk1q9w/6XiX1hkIzkKkwHZLzHeIDT/bb6b406a110d910bca5e5970c0a5d708/5e9db6626ad8f58744e15e6c8b16f6f0_d41c9497395561b22fbebdb6dc2eb02f.gif) Respond.io users have access to three AI tools: Prompts, Assist and the powerful, versatile AI Agents. Let's delve into each of them. ##### Make Every Message Matter with AI Prompts [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai#prompt_details) optimize sales agents’ time by letting AI adjust and improve their messages before sending them in the [Messages Module](https://help.respond.io/quick-start/responding-to-messages). So far, there are four default Respond AI Prompts serving various use cases: - Translate: Enables message translation into multiple languages - Fix Spelling & Grammar: Ensures error-free communication - Change Tone: Allows agents to adjust the tone of their message - Simplify Language: Converts complex messages into simpler ones This feature opens a new world of possibilities for conversational sales. For example, the *Translate* Prompt gives agents the power to reply in an extensive list of languages, reducing the need for teams of trained multilingual agents. ![This%20image%20shows%20how%20to%20use%20the%20respond.io%20AI%20sales%20bot%20to%20translate%20outbound%20messages.](https://images.ctfassets.net/ph8r57dk1q9w/5aMWWnJV3qW4u7egRXL5cD/0cc3498dfa5ff7f0418854073f55780b/bcff94455c72d1a799132097971f76d6_e264b41517e2b796687e5df42251fbf3.gif) Here’s another scenario: Agents that need to deliver complex information about a product or service can rely on the *Simplify Language* Prompt to make it more accessible to customers. That’s not all. Respond.io users can create up to four additional custom Prompts to add a personalized touch to their replies or to match the brand’s tone and voice. ##### AI Assist, A Sweet Spot Between AI and Human Agent [AI Assist](https://help.respond.io/messages/using-ai-assist) is the perfect choice for businesses who are not yet comfortable with automation taking the wheel but are still looking for an efficient way to deliver high-quality answers. At the click of a button above the message composer, AI Assist generates answers based on the latest interactions with the Contact. However, the sales agent will need to review the prompt, make any changes if necessary and send the message. ![This%20image%20shows%20how%20to%20use%20the%20respond.io%20AI%20chatbot%20for%20sales%20to%20generate%20instant%20replies%20at%20the%20click%20of%20a%20button.](https://images.ctfassets.net/ph8r57dk1q9w/1pKjiRvK4YzveOfFgHkQGZ/44443b6aed6fca57659dc5f16510a377/bbca53075e3cb618eba9114ccf970870_77c4a1d8f35bc946ae8fc4da7147ee51.gif) Because AI Assist can generate answers from your [Snippets](https://help.respond.io/workspace-settings/snippets) (saved canned replies to common questions), this tool is handy when replying to routine inquiries about products or services. This eliminates the need for agents to search through an endless list of canned responses. ##### AI Agents, Your 24/7 Ally To experience the full power of conversational AI, implement respond.io's [AI Agents](https://respond.io/help/ai-agents/getting-started-with-ai-agents), which can be built from templates and customized using your own prompts and knowledge sources. Create agents for specific roles, like receptionist, sales and support. To reduce setup time and errors, respond.io provides ready-made AI Agent prompt templates that follow best practices for instructions, boundaries, qualification logic, and escalation. These templates can be reused and customized, helping teams deploy reliable AI Agents faster—even without prompt-engineering experience. For starters, your AI Agent can handle simple inbound calls — such as greeting customers, answering basic questions, or collecting key details before follow-up by your team. Respond.io's AI Sales Agent does more than reply to questions. It can also qualify leads on its own, reply with context from [Knowledge Sources](https://respond.io/help/convert-leads/how-to-choose-the-best-knowledge-sources-for-ai-objective-step), update customer [Lifecycle](https://respond.io/help/workspace-settings/workspace-settings-lifecycle) stages, tag intent, assign conversations to relevant users or teams, create summaries automatically based on recent messages and leave [internal comments](https://respond.canny.io/changelog/ai-agents-can-now-add-internal-comments) that capture key details for human follow-up. With controlled contact tagging, AI Agents can automatically add or remove predefined tags—such as *High Intent* or *Follow-Up Needed*—based on what happens in a conversation. You define exactly which tags the AI is allowed to use and when, enabling workflows, routing and segmentation to trigger instantly without manual input. To visualize this, picture a shopper asking about product availability after hours. The AI confirms stock, tags the chat as *Ready to Buy*, assigns it to the sales team and offers a link to complete checkout. If the shopper doesn’t respond within a predefined time, the AI agent sends a follow-up; if there's still no reply within 24 hours, it closes the conversation with a summary for review. ![This%20image%20shows%20how%20to%20use%20the%20respond.io%20AI%20sales%20chatbot%20as%20a%20digital%20sales%20assistant%20that%20replies%20to%20customer%20inquiries%2024/7.](https://images.ctfassets.net/ph8r57dk1q9w/587ej5Dl5nexCz3cfoM6Ip/ac7ae93a3a94cdcf3a7246975d6ad5d7/3a025ede41e83f0c5d6efe72522075e8_4f4b581d10c1b6ec614268fd93a15c20.gif) The effectiveness of AI Agents lies in their integration with knowledge sources. To provide accurate and prompt responses, businesses can configure it to compose replies using Knowledge Sources, Snippets or both. An AI agent can also be set up to reply outside of Knowledge sources for more response flexibility. AI sales agents serve as a 24/7 sales team, handling routine inquiries without relying on human agents, even understanding and answering voice messages. Its efficient management of high conversation volumes allows sales agents to focus on more complex tasks, reducing the workload on human agents. Given that Sales CRMs play a crucial role in the day-to-day operations of sales teams, choosing a messaging platform that seamlessly integrates with them is essential. #### Integrate Your Sales Software with Respond.io for Seamless Selling When it comes to conversational AI for sales, respond.io stands out by seamlessly integrating with major sales CRMs like [Salesforce](https://help.respond.io/e-commerce-crm-integrations/salesforce) and [HubSpot](https://help.respond.io/e-commerce-crm-integrations/hubspot). Additionally, it offers the flexibility to integrate virtually any sales CRMs through [Webhooks](https://help.respond.io/integrations/webhooks). Respond.io takes it a step further with native support for [Zapier](https://help.respond.io/integrations/zapier) and [Make](https://help.respond.io/integrations/make-formerly-integromat), the two most popular and versatile automation platforms. This eliminates the need to switch between respond.io and other useful apps for sales, such as calendars or prospecting platforms. Combined with AI Agents that can securely call external APIs during conversations, this allows real-time data retrieval and updates—turning conversational AI into an operational sales assistant, not just a messaging layer. ![Integrate%20respond.io%20with%20your%20sales%20CRM%20for%20a%20smooth%20data%20transfer](https://images.ctfassets.net/ph8r57dk1q9w/6YtnzTHjqANYCRZyh5n3RR/5f4c466b01403aed7f08f6693bb705b0/screenshot-2023-11-27-at-14252-pm_df4a7e08095bf6d3fa717e490db78426.jpg) This extensive range of integration possibilities ensures smooth data transfer between respond.io and various software applications, from creating deals on sales CRMs to facilitating appointment bookings. Integrating respond.io with sales CRMs not only streamlines data management but also complements the advanced AI capabilities. Together, they create a dynamic synergy that enhances the customer experience, marked by personalized interactions and streamlined data flow, contributing significantly to elevated sales success. Last, respond.io features an advanced automation builder to simplify daily sales operations. #### Flexible Automation for Human Agent Hand-offs & More [Workflows](https://help.respond.io/workflows/workflows-overview) automation builder plays a crucial role for respond.io users. It enables the automation of repetitive tasks and providing sales teams more time to focus on essential responsibilities. ![This%20image%20shows%20how%20to%20use%20a%20bot%20to%20handle%20multiple%20sales-related%20tasks.](https://images.ctfassets.net/ph8r57dk1q9w/2rn8cOF6alitJnXeCGQNlf/f76c630b926a99680fbd9f824f820a5d/screenshot-2023-11-27-at-20140-pm_9812984430db871e397519e79630a20b.jpg) Their flexibility and customization possibilities make them invaluable for multiple tasks like [routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assigning Contacts](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to the appropriate sales representatives. Unlock the potential of conversational AI for sales with an AI-powered customer conversation management software. [Start your free trial](https://app.respond.io/user/register) with respond.io and transform the way you connect with customers. ### Further Reading Did you find this article helpful? If so, here are some other quick reads that might interest you: - Conversational Commerce: A Guide to Conversational Commerce Platform - AI Customer Experience: A Personal Touch At Every Point - Conversational AI Platform: Securing Success with AI Chat ## [Conversational AI Platform: Securing Success with AI Chats](https:/respond.io/blog/conversational-ai-platform) Unleash the future of customer engagement with a conversational AI platform software to elevate user experiences and unlock seamless interactions. In the ever-evolving landscape of customer engagement and business communication, the rise of conversational artificial intelligence (AI) platforms has been nothing short of transformative. In this article, we'll introduce you to the benefits of a conversational AI platform software, and discuss the criteria to choose the best one. Let’s dive in. ### Conversational AI Platform: An Introduction Before describing what a Conversational AI platform is, let’s take a step back and explain the concept of conversational AI. Conversational AI combines natural language processing (NLP) with machine learning. NLP processes interpret and generate human language, while machine learning enables the system to learn from data, improve over time, and make better decisions or predictions. In short, NLP processes flow into a constant feedback loop with machine learning processes to continuously improve the AI algorithms. #### The Buzzword Every Business Should Know Conversational AI has become the buzzword in business circles due to its remarkable ability to process, comprehend and produce responses that mimic human written speech. This capability makes interactions more natural and engaging for customers. A Salesforce study from 2022 revealed that a whopping 83% of customers now anticipate immediate interaction when reaching out to a company. Conversational AI steps in as a solution to meet this demand. The study also shows the perception of AI is evolving among customers, with 84% acknowledging its potential impact as either a force for good or bad, depending on its application. This dual nature prompts businesses to carefully navigate the ethical use of AI, ensuring it adds value to customer experiences. Moreover, 69% of customers express openness to AI implementation if it enhances their overall experience. This positive inclination creates opportunities for businesses to leverage conversational AI for [improved customer satisfaction and loyalty](https://respond.io/blog/customer-conversation-management#toc-mobile-0). With the frequent [introduction of new advancements](https://openai.com/blog/new-models-and-developer-products-announced-at-devday), conversational AI remains in a state of continuous enhancement. Consequently, conversational AI platforms have witnessed significant improvements in recent times. #### What is Conversational AI Platform Software? A conversational AI platform is a sophisticated software solution that facilitates automated, natural language conversations between businesses and customers. These platforms utilize AI to create virtual assistants and other interactive AI-driven systems that can engage with users in a human-like manner. Conversational AI platforms are used for various purposes, including marketing, sales, customer support and information retrieval. Let’s discuss why you should consider using a conversational AI platform for your business. ### Benefits of Conversational AI Platforms Conversational AI platforms excel at enhancing customer interactions with their ability to generate rapid and accurate responses, resulting in a more satisfying customer experience. This translates to quicker issue resolution and a more streamlined workflow, ultimately improving operational efficiency. [Automating routine conversational tasks](https://respond.io/blog/customer-conversation-management#toc-mobile-6) also brings about significant cost savings for businesses, particularly labor costs. This, in turn, frees up human agents to dedicate their expertise to handling complex inquiries, further enhancing efficiency. Conversational AI platforms are designed to accommodate a fast-growing customer base and expanding teams. It allows businesses to effectively manage surges in demand while maintaining a high and consistent standard of service. ![This%20image%20shows%20the%20benefits%20of%20utilizing%20enterprise%20chatbot%20platforms%3A%20Enhanced%20customer%20experience%2C%20operational%20efficiency%2C%20cost%20savings%2C%20scalability%20and%20global%20reach.](https://images.ctfassets.net/ph8r57dk1q9w/4kMcqJPxTAKcRY0CgGkzlX/16c1f02f95d76e11c0279d4f0d8f929e/concepts-conversational-ai-platform-image-01_29c061b48c68fa230daa9c4af2f4f3db.png) Lastly, conversational AI solutions help businesses achieve round-the-clock availability, accommodating customers in different time zones. Businesses can foster a robust global presence by offering personalized support to their diverse customer base. Choosing a conversational AI platform can be daunting for those unfamiliar with the software options. Next, we’ll review the most important things to look for in a conversational AI platform. ### Criteria for Evaluating a Conversational AI Platform Software When considering a conversational AI platform for your business, it's crucial to evaluate various factors that determine its effectiveness and suitability. ![This%20image%20shows%20the%20selection%20criteria%20for%20a%20conversational%20AI%20chatbot%20platform%3A%20Advanced%20AI%20features%20and%20automation%2C%20stability%20and%20scalability%2C%20omnichannel%20capability%20and%20integration%20with%20sales%20and%20support%20CRMs.](https://images.ctfassets.net/ph8r57dk1q9w/6iwTeKWD4IeuOjp5pcn270/05473591ad407ce5480bb19354625aa0/concepts-conversational-ai-platform-image-02_8e7eeecc526a526773116cd1126e9854.png) Some factors to keep in mind when choosing a conversational AI platform include: - Advanced conversational AI features - Advanced automation - Stability and scalability - Omnichannel capability, including voice - Integration with sales and support CRMs Next, we’ll explain the importance of each of these elements. ##### Innovative Conversational AI Features that Redefine Customer Messaging For a start, the first thing to look out for in conversational AI platforms is, unsurprisingly, advanced conversational AI features. Your platform of choice should be capable of NLP and generating personalized sentiment-based responses. NLP is at the forefront of advanced conversational AI. A platform's ability to understand, interpret, and generate human-like responses is vital. Look for NLP capabilities beyond basic language recognition, encompassing contextual understanding and nuanced interpretation. A robust conversational AI platform should not only understand the words but also the emotions behind them. Your platform of choice should be able to generate responses tailored to the user's sentiment for more meaningful and empathetic interactions. ##### Advanced Automation with Human Handover The best conversational AI platforms not only help you automate conversations, but also processes like assignment to the correct team or agent. While conversational AI is sophisticated, it still comes with some limitations, so it's important that your [AI agent](https://respond.io/blog/how-respondio-ai-agents-work) can [route an inbound Contact](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) to the right team and then [to an available human agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) when the need arises. Human agent takeover is also important. Respond.io allows a human agent to take over the conversation from an AI agent at any time. ##### Seamless Integration with Sales and Support CRMs Integrations enable a seamless data flow between conversational AI platforms and customer relationship management (CRM) systems. This ensures that critical customer information, interactions and insights are shared between the two, creating a unified view of the customer journey. Integrating your CRM gives you a 360-degree view of your customer. When paired with a robust conversational AI platform, agents can elevate the customer experience without compromising efficiency. ##### Platform Stability and Scalability for a Robust Foundation A conversational AI platform is often used by companies that receive high volumes of messages. Therefore, you’ll need a platform that can handle high conversation volumes. Stable and scalable conversational AI platforms provide a consistent user experience, regardless of the number of concurrent users or incoming messages. Users can be sure of reliable service, essential for customer satisfaction and trust. Platforms not purpose-built to manage high conversation volumes may display irregular performance or high downtime. Consequently, your agents will face a backlog of conversations, necessitating businesses to duplicate efforts and troubleshoot issues. This can result in inefficiencies, wasting valuable time and resources, as well as frustrating customers. ##### Omnichannel Capability to Transform Touchpoints into Experiences [Omnichannel capabilities](https://respond.io/blog/omnichannel-communication) have become the new standard when it comes to business communication. This all-in-one approach is precious in a global landscape where customers chat on different messaging platforms. Voice capabilities like [WhatsApp Calling](https://respond.io/blog/whatsapp-business-calling-api) and voice are also increasingly important. An omnichannel strategy ensures that your business can reach and engage with customers regardless of their messaging channel of choice. Choose a conversational AI platform that works across channels for both chat and call, answering calls and understanding voice messages. Embracing an omnichannel strategy introduces novel challenges, like ensuring a consistent brand voice and real-time responses across multiple channels. Luckily, these can be effectively addressed with conversational AI. But how do you know if your conversational AI platform is effective? Let's look at some ways to measure this. ### How to Evaluate the Success of Using a Conversational AI Platform Software The success of a conversational AI platform hinges on several key metrics that collectively reflect its efficacy. For one, a substantial [increase in the volume of conversations](https://respond.io/blog/customer-conversation-management) demonstrates the platform's effectiveness in engaging users and fostering meaningful interactions, ultimately contributing to enhanced user satisfaction and retention. [Customer Satisfaction (CSAT) scores](https://respond.io/blog/csat-customer-satisfaction-score) are pivotal, offering insights into user perception and overall experience. Consistently high CSAT scores signify a positive user interaction. Finally, lower error rates in your AI responses indicate improved accuracy and a more seamless user experience over time. For businesses seeking a reliable conversational AI platform, consider the capabilities of respond.io, which align with the metrics crucial for sustained success. ### Best Conversational AI Platform Software: Respond.io Quick Wins While the proliferation of conversational AI platforms is high, not all software is created equal. "In our industry, a common use case is teaching it a business knowledge base to immediately provide customers with accurate responses. That’s the part most AI-backed business chatbots can already do," says Gerardo Salandra, CEO of respond.io and chairman of The Artificial Intelligence Society of Hong Kong. "What makes software like respond.io stand out in a saturated market is the core solutions they built first. New AI-powered solutions depend wholly on the AI's capabilities and have no fallback or supporting infrastructure. Meanwhile, companies like us that have long invested in setting up solid core solutions amplify our value with AI. For instance, we have a robust data infrastructure in place to leverage historical data for more contextual interactions and the ability to integrate AI into automated workflows that enable seamless handoffs to human agents when necessary." And the effectiveness of such solutions is being recognized by the market, with respond.io picking up awards like the [Best Business Messaging Platform Vendor for 2023](https://respond.io/blog/best-business-messaging-platform). Let's explore some of the immediate benefits that businesses experience with respond.io. #### Leverage the Power of Respond.io's AI Agents Respond.io users on the Growth plan have access to three powerful AI tools: [AI Agents](https://respond.io/ai-agents), [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) and [AI Assist](https://help.respond.io/messages/using-ai-assist). The AI Agents can be customized from templates to take on specific roles like answering FAQs and qualifying leads, freeing up your human agents to concentrate on more complex or high-value interactions, while leaving [internal comments](https://respond.canny.io/changelog/ai-agents-can-now-add-internal-comments) that keep teams aligned during handovers. AI Prompts allow human agents to adjust response tone, translate them into the customer's native language, correct typos and simplify the language used. You also have the creative freedom to craft custom AI prompts to create a uniquely personalized touch. On the other hand, AI Assist provides suggested answers based on the content of recent customer inquiries. Let’s dive into these features and learn how to use them to improve customer communication. ##### Conversational AI Platform Software: Build and Train Your Chatbot Struggling with high volumes of conversations? Respond.io's AI agent is here to help. This AI chatbot automatically handles customer inquiries and FAQs before they reach human agents, reducing their workload. ![This%20image%20shows%20how%20to%20use%20respond.io%27s%20AI%20Agent%20to%20respond%20to%20frequently%20asked%20questions](https://images.ctfassets.net/ph8r57dk1q9w/7xf6Wngncb3AixfAk4FRYM/18a1569dca6dfda0288a512f39a388f1/ai-agent_464fe938e964a2c5974f23d199a93a41.gif) It's easy to create an AI Agent that responds in a human-like manner, providing quick, accurate answers. It can take on roles including receptionist, sales and support to handle most scenarios independently. Ensure your AI agent has access to knowledge sources for accurate responses. Easily integrate the AI agent into new or existing workflows, managing queries and routing conversations as needed. Set it to automatically follow up if a customer is slow to respond. It can also [trigger Workflows](https://respond.io/help/ai-agents/using-ai-agent-actions#trigger-workflow) to perform more complex actions like syncing data from a CRM. ##### Conversational AI Platform Software: Translate Messages into Multiple Languages Medium-sized businesses and enterprises often seek to operate in various countries, but offering assistance in multiple languages is sometimes complicated. Training agents in multiple languages is not feasible for some businesses. This could be due to factors such as the high cost of human resources or the challenge of rapidly preparing agents as company demands grow. You can circumvent this issue with the*Translate* [Prompt](https://help.respond.io/messages/interacting-with-respond-ai). As the name suggests, this Prompt allows you to translate your message into any language from an extensive list. ![This%20GIF%20shows%20respond.io%27s%20AI%20capabilities%20for%20artificial%20intelligence%20tools%20and%20platforms.%20Respond.io%20is%20one%20of%20the%20main%20conversational%20AI%20startups%2C%20and%20with%20Respond%20AI%20Prompts%20you%20can%20translate%20your%20message%20at%20the%20click%20of%20a%20button.](https://images.ctfassets.net/ph8r57dk1q9w/1w1NLT8epmmEImpNB7bOJv/3c5752c1b245d05b230f8d7151abb06d/ezgifcom-video-to-gif-1_e7ab1c9296075411379d749d42b5b49f.gif) A team of multilingual agents that can easily be scaled is ideal but unrealistic for many companies. This Prompt aims to level the field for those companies seeking to communicate with customers who don’t speak the same language. Addressing language barriers is just one aspect of how respond.io's AI enhances customer interactions. Additionally, we understand that clear and accurate communication is equally essential, and this is where the next feature comes into play. ##### Conversational AI Platform Software: Correct Errors in Your Messages Error-free communication is crucial to ensure that your message is easily understood. On top of that, a properly written response helps maintain professionalism, brand image and credibility. However, it can be challenging for agents to maintain such grammar standards when chatting with customers, who appreciate quick responses above all. ![This%20image%20shows%20respond.io%2C%20one%20of%20the%20top%20conversational%20AI%20platforms.%20With%20Respond%20AI%2C%20you%20can%20correct%20your%20spelling%20and%20grammar%20effortlessly%20to%20give%20customers%20the%20best%20impression.](https://images.ctfassets.net/ph8r57dk1q9w/14YMRYxK5p5eCxncVpXUOp/445e2047dbe9e53c08e8c78640b5449f/ezgifcom-video-to-gif-2_ec0f3bff2f68e14b2fa1c1cc2eb3598b.gif) The AI Prompt named *Fix Spelling & Grammar* has been introduced to tackle this issue. Agents no longer need to spend valuable time proofreading messages — which also comes with the risk of human error. This Prompt fixes errors in your response, such as spelling mistakes, grammatical errors or incorrect punctuation, ensuring the professionalism and accuracy of your responses. Now, let’s jump into our next quick win. ##### Conversational AI Platform Software: Adjust the Tone of Your Replies Keeping an appropriate tone with customers is crucial to ensure a positive outcome in a conversation. It is also a fundamental skill to prevent complex cases from escalating to the worst. Training human agents to consistently maintain a specific tone in their interactions can be time-consuming and costly. With the *Change Tone* Prompt, agents can modify their communication tone to match the emotional context of the customer's messages. ![This%20GIF%20shows%20respond.io%2C%20one%20of%20the%20best%20conversational%20AI%20platforms.%20With%20Respond%20AI%2C%20you%20can%20adjust%20the%20tone%20of%20your%20response%20at%20the%20click%20of%20a%20button%20to%20ensure%20a%20consistent%20customer%20experience.](https://images.ctfassets.net/ph8r57dk1q9w/6nR7GnElNPsW4CIeXuTo0x/778e1e4a3b6fbff25712cb4e485a680c/ezgifcom-video-to-gif-3_e34307c295d07df66f510e280b08523a.gif) This ensures that interactions with customers are more empathetic, considerate and responsive to their emotional state, ultimately leading to a better customer experience. Fine-tune the tone of responses to match your brand's style and ensure a consistent and engaging customer experience. We've seen how adjusting the tone can make an impact on customers. Now, let's explore another equally important Prompt. ##### Conversational AI Platform Software: Simplify Complex Messages Agents often need to explain complex concepts to customers, requiring simple language. Rephrasing a message from complex to simple can be challenging and time-consuming. Also, part of the meaning you want to convey may be lost in the process. ![This%20image%20shows%20respond.io%2C%20one%20of%20the%20main%20faces%20in%20the%20world%20of%20artificial%20intelligence%20tools%20and%20platforms.%20With%20Respond%20AI%2C%20you%20can%20simplify%20your%20message%20language%20at%20the%20click%20of%20a%20button%20to%20help%20customers%20understand%20difficult%20concepts.](https://images.ctfassets.net/ph8r57dk1q9w/1WLGQThKVGAieoFv2COZon/e5790199a65b5dd175ee0aa8b435749c/ezgifcom-video-to-gif-4_eb23112eee37bd931dbbc894bb5e5645.gif) When left in the hands of conversational AI, this task becomes a breeze. The Respond AI Prompt named *Simplify Language* will help you make your message concise and clear with a simple click. To wrap it up, let’s go through the last AI Prompt. ##### Conversational AI Platform Software: Intelligent Responses at a Click Much of an agent’s time is spent replying to frequently asked questions (FAQ). While you can always create an [interactive FAQ menu](https://help.respond.io/inbound-conversations/create-automated-chat-menus) to handle them, these are mainly used at the beginning of a conversation to identify customer intent and resolve simple inquiries. After a conversation with an agent starts, using FAQ menus can be perceived as lazy or uninterested. ![This%20GIF%20shows%20respond.io%2C%20a%20conversational%20artificial%20intelligence%20platform.%20With%20Respond%20AI%2C%20you%20can%20generate%20a%20suggested%20response%20at%20the%20click%20of%20a%20button.%20This%20response%20will%20be%20based%20on%20the%20latest%20customer%20interactions%20and%20the%20learnt%20knowledge%20sources.](https://images.ctfassets.net/ph8r57dk1q9w/6i0cCoaxhqfUXFLJhdMk2D/effa31301c7eefad08da124542e7517d/ezgifcom-video-to-gif-5_979d870f500d02a8d094bbc2bdf759a2.gif) Respond.io's AI Assist excels in scenarios like this. At the click of a button, agents can leverage the power of conversational AI to bring in accurate, auto-generated responses to the [Messaging Console](https://help.respond.io/messages/messages-overview#messaging_console). But here’s the magic: You can upload your knowledge sources to respond AI to train it. Once done, the AI assist button will generate responses based on the educational materials fed. These can be files as well as URLs. After revising the suggested response, agents simply have to click the *Send* button. This brings the best of both worlds: Customers are not entirely left in automation’s hands, and agents can deliver excellent customer service with little effort. #### Conversational AI Platform Software: Best-in-class Vendor Support Vendor support is crucial for the seamless implementation, ongoing maintenance and optimal performance of a Conversational AI platform. The respond.io multilingual support team is accessible 24 hours a day, five days a week, ensuring timely assistance for users globally. For enterprise-level plans, respond.io offers a customer success manager. This individual is assigned to assist enterprise clients by providing personalized support and guidance to optimize their use of the conversational AI platform. Instead of taking our word for it, check out the [recognition we've received](https://www.linkedin.com/posts/respondio_respondio-earns-3-new-g2-badges-over-activity-7076800846071549952-evNv/?utm_source=share&utm_medium=member_desktop) from the premier B2B software and services review platform G2. Interested in trying out respond.io for yourself? [Start a free respond.io trial](https://app.respond.io/user/register) and get hands-on with AI Agents! ### Further Reading Did you find this article helpful? If so, here are other articles that you might find interesting: - Chat GPT for Business: A Customer Communication Game Changer - Why Use an Omnichannel Support Platform - Conversational Commerce: A Guide to Conversational Commerce Platform ## [Conversational Commerce: A Guide to Conversational Commerce Platform](https:/respond.io/blog/conversational-commerce) Discover how businesses are leveraging conversational commerce to enhance customer engagement, drive sales, and provide better support to their customers. Learn about real-life examples and tips for choosing the right messaging platform, and explore how respond.io can help businesses take advantage of the power of conversational commerce. Want to know what conversational commerce is and how it can enhance engagement and the customer experience? In this article, we’ll explain what conversational commerce is and explore its benefits and challenges. Additionally, we’ll delve into how businesses are leveraging it, including their process for choosing the right channels. Furthermore, we will explore how to enhance customer engagement with the help of a conversational commerce platform like respond.io. ### What is Conversational Commerce? Conversational commerce is a way for businesses to create a smooth and hassle-free shopping experience for customers by merging e-commerce with messaging apps. Here, customers can engage in conversational and personalized interactions with businesses in real time. They can make product inquiries, get customized recommendations and complete their orders. #### Benefits of Using a Conversational Commerce Platform Conversational commerce offers various benefits for businesses in any industry. Let’s go through them here. - Personalization: Conversational commerce can be tailored to individual customer needs and preferences, providing a more personalized shopping experience. - Improve customer engagement: Businesses can leverage popular messaging channels to connect and build rapport with customers. This makes customers feel valued, resulting in a positive experience that encourages repeat business and referrals. - Provide 24/7 support: It can provide faster and more efficient customer support as compared to traditional channels like email. - Data collection: Conversational commerce can provide businesses with valuable data about customer preferences, behaviors and buying habits, which can be used to improve marketing and product development. - Increase sales conversions: Understanding customers and providing personalized recommendations and quick assistance can increase sales conversions and revenue. ![This%20is%20an%20image%20that%20show%20how%20conversational%20commerce%20companies%20use%20whatsapp.%20Customers%20can%20get%20personalized%20experience%2C%20businesses%20can%20improve%20customer%20engagement%2C%20provide%2024/7%20support%20and%20collect%20valuable%20data.%20In%20turn%2C%20they%20get%20to%20increase%20sales%20conversions.%20Want%20to%20know%20more%20about%20what%20is%20conversational%20commerce%3F%20Read%20on.%20](https://images.ctfassets.net/ph8r57dk1q9w/9KRg56JTS7ybAygxmnRja/1a82f483abc41def02e9b4e563c64f9a/concepts-conversational-commerce-image-01_3ff03b354717232b1e101218b3796b38.png) After examining the key benefits, it's important to also consider its limitations, which we will explore next. #### Challenges of Conversational Commerce Despite its advantages, conversational commerce also has some limitations that businesses should consider. These potential drawbacks include: - Juggling multiple messaging platforms: Businesses may have to manage conversations on different platforms such as WhatsApp, Facebook Messenger, live chat and more. This can be challenging for small businesses as the lack of manpower may result in inconsistent service or delayed response times. - Lack of multiuser access: Some messaging platforms, such as WhatsApp Business App, limit the number of users so businesses struggle to handle a high volume of inquiries and respond promptly. - Messaging windows: Channels like WhatsApp API and Facebook Messenger impose 24-hour messaging windows and businesses might not be able to respond within the allotted time. - Manual effort required: If agents are chatting with customers on multiple platforms, manually routing inquiries to the right team can be time-consuming. This can lead to delays in response time and frustrated customers. - Lack of quality control: Businesses often struggle to monitor the quality of conversations and agent performance when they’re using multiple platforms or personal apps. ![This%20is%20an%20image%20that%20shows%20the%20limitations%20of%20conversational%20e-commerce.%20Businesses%20have%20to%20juggle%20multiple%20platforms%2C%20it%20lacks%20multiuser%20access%2C%20has%20messaging%20windows%2C%20need%20manual%20effort%20and%20lack%20of%20quality%20control.%20](https://images.ctfassets.net/ph8r57dk1q9w/NFE8qNF4bxXFQZMXiWc07/bfc609d4690c5eb3cf46d488e54c5ed4/concepts-conversational-commerce-image-02_eb30c8779f94b83f1b0f3715ecc9a171.png) With the right strategies and tools, businesses can overcome these challenges and make the most out of conversational commerce. Next, we'll explore how the respond.io platform can help businesses streamline their conversational commerce efforts. ### How 3 Businesses are Winning at Conversational Commerce Here, we’ll share some real-life examples of how businesses are leveraging conversational commerce to enhance customer engagement, drive sales and provide better support to their customers. #### Crew Clothing [Crew Clothing](https://www.crewclothing.co.uk/) used Facebook Messenger to automate Christmas recommendations for their customers. Almost 50% of the conversations triggered by ads resulted in purchases, and the campaign delivered a 5X return on ad spend. #### Maggi [Maggi created a WhatsApp campaign](https://respond.io/blog/whatsapp-marketing#toc-mobile-10) in which a digital assistant answered users' cooking-related questions and provided personalized advice. The campaign sent 200,000 messages in the first eight weeks. It also delivered a 4.2-point upturn in standard ad recall and a 3-point lift in campaign awareness. #### Lamarsa Coffee [Lamarsa Coffee](https://respond.io/customers/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50) was struggling to manage a flood of sales, orders and after-sales inquiries over multiple messaging channels. It used respond.io to centralize [omnichannel communication](https://respond.io/blog/omnichannel-communication) and [assigned customers to the right agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) with [tailored routing strategies](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio). Lamarsa Coffee improved response times by 38%, leading to a 50% increase in sales in less than a year. ![This%20is%20an%20image%20that%20shows%20lamarsa%20coffee%20and%20its%20success%20in%20improving%20response%20time%20after%20adopting%20conversational%20commerce%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/64YSRtH5NPOOQr0Vq7wE4H/e8d6ab386a7fac0de7e270a9763228f5/image_11622ac2d6b81055432d07353fe42f7c.png) It’s clear that businesses are reaping the benefits. However, in order to fully capitalize on this, they have to choose the right platform for their business needs. Let’s find out how in the next section. ### How to Choose the Right Conversational Commerce Platform When choosing a conversational commerce platform businesses should consider a few factors. To get started, you first need to identify which messaging apps are [popular among your target audience or region of business](https://respond.io/blog/top-messaging-apps#toc-mobile-6). Channels like [WhatsApp](https://respond.io/blog/whatsapp-business) and [Facebook Messenger](https://respond.io/blog/facebook-business-chat), used by billions worldwide, are great choices to reach a wider market. In addition to that, you should consider the channel's features and verify if the platform supports your messaging strategy. For instance, not all platforms support [WhatsApp](https://respond.io/blog/whatsapp-broadcast), [LINE](https://respond.io/blog/line-broadcast) and [Viber broadcasts](https://respond.io/blog/viber-bulk-message) in their plans. You should also opt for a platform that can easily integrate with the systems that you’re already using, such as your CRMs, to ensure that you can streamline data sharing and provide a cohesive customer experience. Then, you should look at the platform’s scalability. If your business is growing, you need a platform that can support a high number of agents and [handle high volumes of conversations](https://respond.io/customers/how-golden-luxe-enjoys-a-20x-more-stable-messaging-experience-with-respondio) without any downtime so you don’t miss any potential sales opportunities. ![This%20is%20an%20image%20that%20shows%20how%20to%20choose%20the%20right%20conversational%20commerce%20chatbot.%20Businesses%20need%20to%20find%20a%20messaging%20app%20that%20serves%20them%2C%20can%20integrate%20with%20their%20existing%20tech%20stacks.%20Businesses%20also%20need%20to%20access%20its%20scalability%2C%20platform%20support%20and%20whether%20or%20not%20it%20has%20reports%20and%20analytics.%20](https://images.ctfassets.net/ph8r57dk1q9w/3rfiAeHCTj5J0VCoCoTkIZ/225d77d3853de5001433028c08cc06ab/concepts-conversational-commerce-image-03_3731e5da8e8c741eb62363165b3578ef.png) For larger companies, having access to technical support, resources and dedicated managers is vital to maintaining smooth operations and ensuring a seamless customer experience. The platform’s analytics and reporting module is crucial for optimizing your strategy. With good visibility into team performance and customer conversations, businesses can make informed decisions for improvement. By evaluating the aforementioned points, businesses can choose the platform that best meets their needs and enables them to provide the best customer experience. Next, we’ll explore five ways that businesses can use conversational commerce with respond.io. #### Conversational Commerce with Respond.io: 5 Quick Wins In the following section, we will learn how respond.io can be used by businesses to enhance customer engagement. A key benefit that respond.io offers is its [omnichannel capability](https://respond.io/blog/omnichannel-communication). Businesses can connect [WhatsApp](https://respond.io/blog/whatsapp-business), [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [LINE](https://respond.io/blog/line-business), [Viber](https://respond.io/blog/viber-for-business), [Telegram](https://respond.io/blog/telegram-for-business) and even [custom channels](https://help.respond.io/l/en/channels/custom-channel). This centralizes all channels so agents can manage all conversations from one place. Respond.io’s [Contact Merge](https://respond.io/blog/merge-contacts) feature gives businesses a holistic view of their customers. This helps businesses to identify returning customers, even if they message from different channels, so they can better understand their needs and preferences. Integration with e-commerce platforms like [Shopify](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify) and [WooCommerce](https://help.respond.io/zapier/ecommerce-integration-woocommerce) is also possible. This enables businesses to leverage conversational commerce to increase sales and conversions. ![This%20is%20an%20image%20that%20show%20how%20businesses%20can%20use%20conversational%20commerce%20use%20cases%20with%20respond.io.%20Respond.io%20can%20help%20businesses%20connect%20to%20popular%20messaging%20apps%2C%20merge%20contacts%2C%20integrate%20with%20ecommerce%20platforms%2C%20reopen%20messaging%20windows%20and%20automate%20business%20processes.%20](https://images.ctfassets.net/ph8r57dk1q9w/amo6y3Z0EmVHzuk8v39NC/58bedd8760de175d0e010aa76c4fee69/concepts-conversational-commerce-image-04_86d21dbe2eaacc9ae051a36a79b8604f.png) Moreover, respond.io allows businesses to reopen messaging windows on channels like WhatsApp or Facebook with Template Messages and Facebook message templates, respectively, which makes it easier to proactively message or re-engage with customers and drive sales. Businesses can automate [pre-chat surveys](https://respond.io/blog/pre-chat-survey) using [Workflows automation](https://help.respond.io/l/en/workflows/workflows-overview). Using customers’ answers, they can apply customizable [routing logic](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-2), such as prioritizing VIP customers or routing by location or language, then [assigning them to the right agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio). This helps to improve response times and in turn, customer satisfaction. In conclusion, conversational commerce is a powerful tool that allows businesses to engage with their customers. By leveraging different messaging apps, businesses can provide personalized customer experience. Looking for a conversational commerce platform to take your business to the next level? [Try respond.io for free](https://app.respond.io/user/register?_gl=1*1eq675e*_ga*ODg2MTk3OTg4LjE2NjA2MTY5Nzc.*_ga_0EZ318H868*MTY3ODE4MDQ0Mi4yNDEuMS4xNjc4MTgxMjQwLjU1LjAuMA..)! ### Further Reading Want to learn more about how businesses are using conversational commerce? Check out our success stories: - Find out how Color My Plate Revamped Customer Conversations for 45% More Conversions - How Sleek Gained 3X More Qualified Leads over WhatsApp - How Kleta Used respond.io to Achieve 100% Subscriber Growth in Just Two Months ## [Conversational Sales Platform: A Quick Guide to Conversational Selling](https:/respond.io/blog/conversational-sales-platform) Gain insights into how a conversational sales platform compares against traditional sales, along with common benefits and challenges of conversational sales. In the dynamic realm of customer engagement, conversational sales platforms are a game-changer, blending real-time communication with personalized customer experiences. This article explores the transformative impact of conversational selling versus traditional sales, examining its benefits, challenges, and why AI and omnichannel capabilities are essential for a conversational sales platform. It also showcases success stories of companies that have effectively adopted a conversational sales platform. Additionally, we look at how platforms like customer conversation management platform respond.io offer innovative solutions to augment conversational sales strategies. ### Conversational sales: what is it? The main difference between conversational and traditional sales methods lies in the type and direction of communication. Conversational selling is a modern sales approach that focuses on dialog with the customer and a personal approach. In contrast to traditional sales methods, which are often based on one-way communication (cold calling), conversational sales is based on two-way conversations. This approach uses digital channels such as messaging apps or social media platforms, to build a more intimate and responsive relationship with customers. However, traditional sales methods tend to be linear and scripted, focusing on pushing a sales agenda. #### Conversational sales vs traditional sales | | Conversational Sales | Traditional Sales | | --- | --- | --- | | Communication Style | Interactive and two-way | One-directional | | Personalization | High level of personalization based on customer interactions | Limited personalization | | Customer Engagement | Immediate responses and interactions | Responses might be delayed or scripted and less interactive | | Technology Use | Reliant on AI, CRM systems and messaging channels | Less reliant on real-time communication technology | | Relationship Building | Focused on long-term relationships and building trust | Primarily transaction-focused | | Benefits | Improved customer satisfaction, engagement and loyalty | Structured process | Conversational sales, with its focus on personalized and customer-driven interactions, uses [conversational AI](https://respond.io/blog/conversational-ai-for-sales) to enhance customer relationships and sales performance. By tailoring conversations to customers’ preferences and behavior, businesses provide more engaging and relevant experiences, strengthening customer relationships. Not all AI-powered sales tools work the same way, though. Rule-based chatbots follow scripted decision trees. They work when every buyer asks the expected question in the expected order, but they break when someone changes wording, asks a layered question or jumps straight to pricing, availability or specialist support. Conversational artificial intelligence AI handles these moments better because it can interpret intent, adjust the reply, keep qualification moving and escalate cleanly to a human rep with full context instead of trapping the buyer in a dead end. For sales teams, that means revenue-facing automation that can understand buyer intent, adapt when the conversation changes and keep qualification moving across messaging and voice instead of forcing buyers through a script. The buying test is simple: the platform should handle unexpected questions, route the opportunity correctly and pass full context to a human rep when the conversation needs one. The same problem appears in menu-based chat and interactive voice response phone trees. When buyers ask layered questions, switch from messaging to voice or want a person quickly, rigid menus create dead ends and drop-off instead of moving the sale forward. Choosing the right messaging channels is critical to maximize the benefits of conversational selling. Your messaging channels of choice enable real-time, personalized interactions that are critical to the effectiveness of this modern sales approach. Next, we’ll look at the key factors in selecting the right messaging apps. ### Choosing the right messaging channels Choosing the right messaging channels is important for conversational sales as sales agents will engage into real-time interactions with customers. The right messaging apps not only facilitate conversations, but also significantly improves the overall sales strategy. | Channel | Best Revenue Use Case | Strengths | Watchouts | When to Prioritize | | --- | --- | --- | --- | --- | | WhatsApp | Lead capture, follow-up, cart recovery | High open rates, rich media, global reach | 24-hour window requires templates for re-engagement | High-intent markets where WhatsApp is the default messaging app | | Instagram | Product discovery, influencer-driven leads | Visual storytelling, younger demographics, comment-to-DM flows | Limited automation compared to WhatsApp API | Brands with strong visual content or influencer partnerships | | Facebook Messenger | Retargeting, ad-to-chat flows | Deep Meta ad integration, broad reach | Messaging window rules, declining organic reach | Paid social campaigns and retargeting sequences | | TikTok | Top-of-funnel engagement, viral product interest | Massive reach with younger audiences, comment-to-chat potential | Early-stage messaging features, less mature for sales | Brands targeting Gen Z or running TikTok ad campaigns | | Telegram | Community-driven sales, crypto and tech audiences | Groups, channels, no message window limits | Smaller mainstream adoption outside specific niches | Niche communities or markets where Telegram dominates | | Viber | Regional markets, promotional broadcasts | Strong in Eastern Europe, SEA; rich media support | Limited global reach | Brands with significant presence in Viber-heavy regions | | Email | Nurture sequences, transactional updates | Universal reach, long-form content, no message windows | Lower engagement rates, slower response expectations | Long-cycle nurture and transactional communication | | Web chat | Real-time site visitor engagement | Immediate, no app download required | Visitors may leave before responding | High-traffic product pages or pricing pages | | VoIP / Voice | High-consideration purchases, closing | Personal touch, faster objection handling | Requires agent availability, higher cost per conversation | Complex products or when a customer requests a call | Here are some key considerations when choosing the right messaging channels: - Global popularity and reach: Identify messaging apps that are popular among your target audience or region of business. - Multilingual support: If you sell across markets or serve customers in multiple languages, the right platform should detect language automatically, route conversations to agents who speak that language and automate first responses in the customer’s preferred language. - Features and functionalities: Choose messaging channels that offer features for a dynamic conversational sales approach such as multimedia messaging and CRM integration which are important for a dynamic, conversational sales environment. - Reliability and security: Prioritize messaging channels known for their reliability and robust security measures to protect sensitive customer data. - User experience: A seamless and intuitive user experience for both the sales team and customers can have a significant impact on the success of sales conversations. - Voice communication: One of the best ways to sell is by talking to customers. While cold-calling turns people off, the ability for a customer to call a business to discuss a purchase adds a personal touch. Consider adopting voice communication channels or features like the WhatsApp Business Calling API to improve your agents’ closing rate. Next, we’ll explore how adopting conversational selling can benefit businesses. ### Benefits of conversational sales Conversational sales offers various benefits for businesses in any industry. Let’s go through them here. #### Conversational sales platform for personalized customer experience Conversational sales platforms enable businesses to tailor their communication to customer preferences, previous interactions and purchase history of each customer. This personalized approach goes beyond generic sales pitches and allows sales reps to offer solutions and products that are tailored to the customer’s individual needs. For example, respond.io enables [Lifecycle tracking and management](https://respond.io/blog/customer-lifecycle-management-software), so agents know exactly where a conract is in their journey. This level of personalization not only makes customers feel valued and understood, but it also increases the relevance and effectiveness of the sales interaction. #### Conversational sales platform for improved customer engagement Real-time two-way communication in conversational sales significantly increases customer loyalty. Customers can have their queries addressed promptly and have a meaningful conversation instead of just receiving information. This continuous interaction keeps customers engaged and invested in the conversation, strengthening their relationship with the brand. ![Conversational%20selling%20benefits](https://images.ctfassets.net/ph8r57dk1q9w/17ioGeoOJxXqrdNc4V7DIB/7ec380cacef05ec1cbc78d86a7846f11/copy-of-blog-images-template-1_6e742f4e7603ec624bc1ba45fb2b4088.png) #### Conversational sales platform for higher sales conversion rates Customers are more likely to make a purchase when they receive quick and personalized solutions to their queries, as opposed to generic responses or delayed communication common with traditional sales methods. Prospects contacted within five minutes are significantly more likely to convert than those who wait 30 minutes or longer, and every extra minute of delay increases the chance they move on to a competitor. A conversational sales platform keeps that speed consistent even after hours, during campaign spikes or when leads arrive across several channels at once. AI Agents can respond first, qualify demand and route high-intent buyers immediately, so teams protect revenue without adding the same amount of manual work. The business case is straightforward: reps spend less time on repetitive admin, more time on qualified conversations and the team can absorb more inbound demand before it needs more headcount. #### Conversational sales platform for enhanced customer loyalty The personalized and responsive nature of conversational sales helps builds trust and credibility with customers. When customers feel that they are heard and valued, they are more likely to develop a sense of loyalty to the brand. This loyalty leads to repeat business, longer customer retention and often, customers become advocates for the brand, sharing their positive experiences with others. #### Conversational sales platform for efficient lead qualification Conversational sales enhanced with [AI sales agents](https://respond.io/blog/ai-sales-agent) greatly streamline lead qualification. An AI agent can process initial inquiries, collect important information and assess lead potential. This allows sales reps to focus on high-potential leads and increase the efficiency and effectiveness of the sales process. These advantages underscore the effectiveness of conversational sales in today’s digital and customer-centric market. Building on these benefits, we’ll delve into common challenges businesses face when adopting conversational sales strategies. ### Challenges in conversational sales Although conversational sales brings significant benefits, businesses need to be aware of the challenges involved. Here are some of the most common challenges that businesses face when adopting conversational sales. These challenges can often be solved with the right conversational sales platform. #### Juggling multiple messaging channels Businesses may find it challenging to deliver quick and consistent responses across multiple channels such as WhatsApp, Facebook Messenger, Instagram, TikTok and web chat, which can lead to inconsistent service or delayed responses due to juggling multiple messaging channels. #### Lack of multiuser access Some channels, such as the WhatsApp Business app, support a limited number of users per account, making it difficult for businesses to handle a large number of requests efficiently and respond in a timely manner. ![Conversational%20selling%20and%20its%20common%20challenges](https://images.ctfassets.net/ph8r57dk1q9w/7fxjME6BvUU2xnno3AeGoT/0176cec529218af9d040536379da5cc0/copy-of-blog-images-template-4_d0f2eb39053cfd7289ba51220a85f5cd.png) #### Short messaging windows Certain channels such as WhatsApp API and Facebook Messenger enforce a 24-hour message window, making it challenging for businesses to respond within the given timeframe especially during busy periods or during non-operating hours. #### Manual routing When businesses are dealing with customers across multiple platforms, manually routing to the appropriate team becomes time-consuming. This leads to delayed responses and potential customer frustration. #### Quality control issue Businesses often struggle to monitor conversation quality and agent performance when juggling multiple platforms or when sales agents utilize their personal phone devices to chat with customers. Even with the right platform, poor setup can still hurt conversion. One common problem is weak qualification logic. If AI Agents ask the wrong questions or send every lead through the same path, high-intent buyers wait too long while low-value inquiries get unnecessary attention. Generic AI tone is another risk. Replies that sound scripted or ignore buyer context make customers lose confidence and stop responding. Teams should review how AI Agents speak on each channel, keep responses short and make sure each reply moves the buyer toward a clear next step. Weak human handoffs create another leak. When a buyer asks for custom terms, pricing clarification, a specialist or a call, the platform should pass the full conversation history and qualification details to the next rep. If the customer has to repeat everything, momentum drops and deals stall. Leaders should also check for a clear escape path to a person. Customers need an easy way to reach a human when the conversation becomes urgent, emotional or complex. A platform that combines AI Agents, intent-based routing and full visibility gives teams more control before poor automation turns into lost deals. ### How to choose a conversational sales platform Not all conversational sales platforms solve the same problem. Before evaluating vendors, clarify what your team actually needs to fix: lead response speed, agent productivity, CRM visibility, or in-chat conversion. #### Platform types and what they solve **Omnichannel inbox platforms** consolidate WhatsApp, Instagram, Messenger, Telegram, email and web chat into a single workspace. Best for teams juggling multiple channels and losing leads to slow or inconsistent responses. **AI qualification tools** use conversational AI to ask discovery questions, score intent and route high-potential buyers to the right rep. Best for teams drowning in inbound volume and wasting time on low-fit inquiries. **Conversational commerce tools** connect chat to product catalogs, carts and checkout so customers can browse, ask questions and buy without leaving the conversation. Best for D2C and retail brands where friction between discovery and purchase kills conversion. **Voice-enabled conversation platforms** add calling capabilities alongside messaging, letting customers speak to a rep when a purchase decision needs a human touch. Best for high-consideration products where voice accelerates closing. #### Inbound vs outbound conversational AI Inbound and outbound revenue motions put pressure on different parts of the platform. If most demand starts with ads, social comments, website chats or direct messages, the priority is instant qualification, intent-based routing and a fast handoff so high-intent buyers do not wait. If the bigger problem is leads that went quiet after first contact, cart recovery or appointment no-shows, the priority shifts to compliant follow-up, lifecycle-triggered reactivation and message continuity across channels. Many mid-market B2C teams need both motions in one platform. The safer choice is a customer conversation management platform that can qualify inbound demand, reopen conversations when allowed, trigger outbound follow-up from lifecycle changes and keep the same contact history visible to AI Agents and human reps. That prevents separate inbound and outbound tools from splitting context and slowing the sale. #### How the platform landscape breaks down Buyers usually face three broad platform categories. Website-first live chat and support suites are strongest when most conversations begin on a site and the main goal is service efficiency, but they can feel narrow when revenue conversations start in messaging apps or shift to voice. AI-led sales tools are strongest for automated prospecting, web-demo qualification or narrowly defined handoffs, but they may add cost without solving shared visibility across day-to-day customer conversations. Customer conversation management platforms fit mid-market B2C teams that sell through WhatsApp and other key messaging, social, voice and email channels because they combine channel coverage, AI Agent qualification, routing and human handoff in one place. The trade-off should be judged against the revenue problem the team is trying to fix. Website-first suites fit teams losing inbound demand on the site and needing faster first replies. Customer conversation management platforms fit teams whose sales conversations are fragmented across messaging, social, voice and email channels and need one place for AI Agent qualification, routing and human handoff. Conversation intelligence tools solve a different problem: they help managers review objections, coaching gaps and patterns in won or lost conversations, but they do not replace the platform that runs live customer conversations. Buyers should ask which category will improve speed-to-lead, how much context reps get inside the conversation and whether pricing stays predictable as volume grows. Some customer conversation management platforms use Monthly Active Contacts (MAC) pricing, which can be easier to forecast for campaign-driven inbound demand than seat-based or message-based models. For this buyer profile, the main question is not which category has the longest feature list. It is which category matches how revenue conversations actually happen. If leads arrive from ads, social content, messaging apps and inbound calls, the platform needs one contact record, shared team visibility, AI Agents for qualification and routing and clean handoffs into human sales conversations. Pricing should be compared through total cost of ownership, not headline price alone. Buyers should check whether costs are driven by seats, messages, conversations, AI usage or monthly active contacts (MAC), then model spend against campaign spikes, more connected channels and higher inbound volume. That makes it easier to shortlist platforms that can scale with a messaging-led B2C sales motion. #### Signals that point to the right fit - Leads going cold? Prioritize speed: look for AI-powered auto-replies, instant routing and 24/7 coverage across time zones. - Reps switching tabs constantly? Prioritize integration: native CRM sync, deal creation from chat and conversation history inside your sales stack. - Managers flying blind? Prioritize visibility: shared inbox, real-time monitoring, response-time reporting and conversion tracking by channel. - Shoppers abandoning carts? Prioritize commerce: product recommendations, cart recovery messages and in-chat payment or checkout links. Once the team knows which problem matters most, the next check is signal quality. A strong platform should surface the customer context that changes how sales teams qualify and respond, including campaign source, channel entry point, product interest, cart value, last purchase, lifecycle stage, preferred store or location, language and previous conversation outcomes. These signals should not sit in separate systems that reps have to hunt through manually. The best platforms make them available inside the conversation so AI Agents can qualify leads, update lifecycle stages, trigger workflows and personalize handoffs before a human rep steps in. Better visibility into buyer signals leads to faster prioritization, cleaner routing and more relevant follow-up. #### B2C requirements are different from B2B sales workflows Many conversational sales tools are built around business-to-business workflows such as website demo requests, account-based routing and long stakeholder-heavy cycles. That setup can work when sales starts with forms, outbound sequences or scheduled demos, but it is often a poor fit for mid-market B2C teams handling fast inbound conversations across messaging channels. B2C teams usually need to absorb campaign spikes, share one channel across multiple agents and move buyers from first message to purchase without losing speed. That requires lifecycle-based routing, quick handoffs and AI Agents that can qualify leads, update lifecycle stages, trigger workflows and escalate high-value opportunities in real time. A strong B2C fit also depends on channel coverage. The platform should support WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, email and voice calls so teams can meet customers where they already engage. If a tool is optimized mainly for website chat, sales development representative outreach or demo scheduling, it may not support the messaging-led revenue motion that B2C teams rely on. #### Pricing models and total cost of ownership Conversational sales platforms use different pricing models, and the right one depends on how a mid-market B2C team acquires and serves customers. - Per seat works best when volume is steady and headcount changes slowly. It is easy to understand, but costs rise every time another sales or support agent needs access. - Per message or per conversation can look efficient at low volume. It becomes harder to forecast when campaigns, seasonal peaks or more connected channels suddenly increase traffic. - Per resolution can suit service-heavy workflows, but revenue teams should check how a platform defines a resolved conversation. If the definition is narrow, costs can climb before the team sees real commercial value. - AI usage-based pricing is reasonable when AI is used sparingly for a few targeted tasks. It is less predictable when AI Agents qualify most inbound leads, generate summaries and trigger workflows across the sales journey. - Monthly Active Contacts (MAC) is often the easiest model to forecast for messaging-led B2C teams. It tracks the number of unique contacts engaged in a month, so costs align more closely with active audience size than with every reply, seat or automation step. Total cost of ownership should also include what changes spend over time: more messaging channels, heavier campaign traffic, deeper customer relationship management (CRM) sync, broader broadcast usage and wider adoption of AI-led qualification. A platform that looks cheaper at the start can become expensive once conversation volume rises or more teams need access. Before signing, buyers should model costs at current volume and at projected growth, then ask which activities trigger extra charges. The goal is not only to find the lowest starting price. It is to choose a pricing model that stays predictable as the revenue operation scales. #### Launch in phases for faster revenue impact The fastest rollouts start with one high-volume channel and one revenue workflow, such as new lead qualification, follow-up recovery or appointment booking. That keeps setup focused on the conversations that already drive pipeline instead of spreading effort across every channel at once. Connect the customer relationship management (CRM) system early so contact ownership, lifecycle stage and conversation history stay aligned from day one. Before launch, define where AI Agents should qualify leads, update lifecycle stages, route by intent and hand off to a human rep, then review first response time, qualified lead rate and handoff quality before expanding to more channels or more complex automation. ### Conversational sales techniques that improve conversion A conversational sales platform works best when teams use a clear conversation standard. Strong reps do not sound scripted. They ask the right questions, confirm intent quickly and move buyers to the next step without adding friction. #### Start with open-ended discovery questions Open-ended questions help reps understand what the buyer wants before recommending anything. Useful examples include: "What brought you here today?" "Which option are you considering?" and "What is the main thing you need to solve right now?" #### Confirm intent before recommending a next step After the first reply, the rep should summarize the need in one short sentence and check that it is correct. A simple line such as "It sounds like speed and follow-up are the main priorities. Is that right?" helps the buyer feel understood. #### Keep replies short and native to the channel Reps should ask one clear question at a time, avoid long paragraphs and match the pace of the channel. On WhatsApp, Instagram and TikTok, buyers respond better to concise guidance than formal sales copy. #### Watch for buying signals and act quickly Questions about pricing, availability, specialist support or whether a call is possible signal stronger intent. Teams should treat these as a prompt to prioritize the conversation and shorten the path to a decision. #### Move to voice when the purchase gets more complex Text is ideal for discovery and follow-up, but voice helps when the buyer has multiple objections, wants faster reassurance, needs to confirm pricing or availability, or asks to speak to a person before paying. Teams should define when to offer a voice over Internet Protocol (VoIP) or WhatsApp Business Calling conversation so the switch feels like progress instead of a reset. Before the call starts, the rep should see the full chat history, channel source, qualification details and the next best action. After the call, AI-generated summaries should capture key points, objections and commitments so follow-up stays accurate across messaging and voice and the buyer does not have to repeat context. #### Remove friction from scheduling the next step A buyer who is ready for a call, consultation or store visit should not have to wait for manual back-and-forth. The right platform should sync with calendars in real time, show slots in the customer's time zone and book with the right rep based on ownership or round-robin rules. It should confirm instantly and send reminders automatically so qualified buyers turn intent into attended meetings before momentum drops. #### Turn good conversations into a team standard Managers should coach reps on a simple flow: ask, confirm, guide and escalate. With the right platform, AI Agents can qualify leads, route by intent and pass full context to a human rep — making strong conversational selling repeatable across the team. ### How two businesses found success with conversational sales Let’s explore real-life examples of how businesses harness conversational sales to increase customer engagement and boost sales. #### Sport center Los Naranjos boosts conversions with omnichannel conversations [Sport Center Los Naranjos](https://respond.io/customers/how-sport-center-los-naranjos-gains-20-more-conversions-from-sales-inquiries) was handling customer inquiries on multiple channels, like the WhatsApp Business app. However, due to limited multi-user access to the app, only a few agents were able to chat with customers at the same time, resulting in a delay in responses. To streamline inquiry processing and supervision, the center sought to integrate its wellness management software with a business messaging solution, centralizing customer conversations and data while enabling multi-user access. The center upgraded from WhatsApp Business App to WhatsApp API and connected it with Facebook Messenger and Instagram to respond.io. This integration allowed agents to efficiently handle omnichannel inquiries from a single platform, streamlining communication and improving response efficiency. ![With%20a%20conversational%20sales%20platform%20like%20respond.io%2C%20Sport%20Center%20Los%20Naranjos%20reduced%20first%20response%20time%20from%2020%20to%205%20mins](https://images.ctfassets.net/ph8r57dk1q9w/16D2OaOW6bfJtyk7A3l6Yb/59c38b0ff779fa839bee579ea89977b9/63c60ed4d1929c6e97cc8a79-pexels-yan-krukov-8436436-2-p-800_ca981a29c3c188e87021dcf5c24f97e0.jpg) Sport Center Los Naranjos used respond.io’s Workflows to automate frequently asked questions (FAQs) and responses, as most of their queries were predictable or revolved around similar topics. In addition, Workflows helped route complex inquiries to the sales team and assign them to an available agent. The center also uses these conversations as an opportunity to add customers to a sales funnel. As a result, the sports center was able to reduce first response time from 20 to 5 minutes, turnaround time from 5 to 1 minute, and convert 20% more subscribers from inquiries. #### JU Productions increases sales 718% with conversational sales on respond.io [JU Productions](https://respond.io/customers/ju-productions-chose-respond-io-over-manychat), a professional photography and digital marketing service, struggled to follow up with leads that it got through WhatsApp, Facebook and Instagram. Lead quality was also a challenge as agents were overwhelmed with spam and occasional offensive messages. The business chose respond.io to manage conversational sales and connected it to WhatsApp API. To reduce spam, the business began to [qualify leads with respond.io’s AI agents](https://respond.io/help/ai-agents/getting-started-with-ai-agents). An AI agent collects information such as brand name and service interest to filter out irrelevant contacts and route only high-intent customers to the team. Spam conversations are reviewed just once a day before being blocked, protecting employees while reducing operational overhead. And without the need to deal with spam, analytics showed improvement in response and resolution times for real customers. Additionally, the business used to send follow-ups to encourage customers and leads to sign up for a scheduled photoshoot session. Before using respond.io, this was a manual process as broadcast lists are limited on the WhatsApp Business App. Lack of follow-up led many potential customers to drop off. Now with respond.io, JU Productions schedules broadcasts in higher volumes and handles follow-ups with an automated workflow. ![JU%20Productions%20using%20a%20conversational%20sales%20platform%20to%20increase%20sales%20718%25](https://images.ctfassets.net/ph8r57dk1q9w/1xhuJpTbZwwAkiVEoktmAv/6cf03523bf0be42282361d1919f804cf/JU_productions_-_2.jpg) This approach boosted sales by an incredible 718%, while eliminating the manual effort of contacting each potential client one by one. Businesses are undoubtedly benefiting from conversational sales, but in order to take full advantage of it, choosing the right conversational sales platform tailored to their specific needs is crucial. Let’s explore how in the following section. ### Leverage conversational sales with respond.io In this section, we will look at how businesses can use customer conversation management software, such as [respond.io](http://respond.io/), to initiate their conversational sales approach. ![Use%20respond.io%20as%20your%20conversational%20sales%20platform](https://images.ctfassets.net/ph8r57dk1q9w/csEUEFbYef13fPvFG4WTV/71212d37c8535dccfde4641b897b3e3c/copy-of-blog-images-template-2_f227d6c9d71986477db13c410535cc72.png) #### Multiuser access on a unified omnichannel dashboard Businesses frequently face the challenge of connecting with customers across numerous instant messaging channels. The difficulty lies in managing and juggling different channels simultaneously, which leads to a high risk of missing messages from customers or not responding in time. ![Connect%20all%20popular%20messaging%20channels%20onto%20a%20unified%20omnichannel%20inbox%20with%20a%20conversational%20sales%20platform%20like%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3ZMtswzPu3GA9reWEFbv9v/9676cc7af8aa2760784e6feb266d3246/omnichannel-2_24396203fc92169bed3641ae6bb616ef.png) Respond.io is a customer conversation management platform that supports WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, email and voice calls, including voice over Internet Protocol (VoIP) and WhatsApp Business Calling. Instead of forcing teams to manage each channel separately, it brings conversations into one workspace with multiuser access so agents can reply quickly without switching tools. The bigger revenue benefit is continuity. When a buyer moves from Instagram to WhatsApp or from chat to a call, the team still works from one contact record with the full conversation history. Respond.io’s Contact Merge helps unify profiles across channels so AI Agents and human reps can see the same context, route the next step correctly and continue the sale without making the customer repeat information. ![Merge%20cross-channel%20conversation%20on%20your%20conversational%20sales%20platform%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6Vl3TZk8qT2av9YX8gJz2g/2e18bfc9d8135a6b718186bc0f1c4cae/rge-cross-channel-conversations-into-one-seamless-thread-for-enhanced-customer-communication-1_c8781ca78f891675cba1aaee0f1e0.gif) By minimizing clutter and giving sales reps a comprehensive view of customer interactions, businesses are empowered to make more informed customer care decisions and personalize their interactions more effectively. The result is a seamless customer experience that ensures consistency across all communication channels used by the customer. #### Reopen and extend messaging windows As mentioned earlier, short [messaging windows](https://respond.io/blog/whatsapp-business-multiple-users#toc-mobile-9) are one of the common challenges in conversational selling. Due to this limitation, sales reps cannot communicate with customers unless customers reopen the messaging windows with a new message. Respond.io provides businesses with solutions to resume conversations with customers across diverse messaging channels. With respond.io, businesses can create, validate and save [WhatsApp API message templates](https://respond.io/blog/whatsapp-template-message) to re-open the WhatsApp API messaging window. ![An%20image%20of%20reopening%20and%20extending%20messaging%20windows](https://images.ctfassets.net/ph8r57dk1q9w/1icpsI9JFj38ai4Ieve1Ss/a9b877a42f4d4dc6dab08135f87d5951/copy-of-blog-images-template-3_9f1f38953fc8ab35c01a360ac8904949.png) For the messaging window on Facebook Messenger, businesses can use Facebook message templates to send Meta-approved updates and notifications, ensuring compliant outbound messaging as Meta phases out message tags. In addition, respond.io is one of the few platforms that support the [Human Tag Agent](https://help.respond.io/facebook-messenger/facebook-messenger-overview), which extends Facebook Messenger’s window from 24 hours to 7 days. Using these solutions to extend messaging windows and navigate conversation restrictions significantly improves ongoing customer engagement and sales interactions. #### Use AI Agents to automate sales process In conversational sales, certain tasks can be repetitive and tedious for sales teams, diverting attention from more important sales activities. By automating these processes, sales reps can be more productive and focus on high-value interactions. Respond.io’s [AI Agents](https://respond.io/ai-agents) can handle high volumes of inbound conversations, qualifying leads and routing them to an appropriate salesperson. Effective qualification goes beyond collecting a name and email. For B2C revenue teams, useful qualification questions include product interest, budget range, location or preferred store, language, urgency and whether the contact is a returning customer. An AI agent can also check cart value or past purchase history to prioritize high-intent buyers. An AI Agent can also check cart value, past purchase history and existing CRM data to score buying readiness in real time. Signals such as product interest, budget range, urgency, language, location and whether the contact is returning should update lifecycle stage automatically, trigger the right workflow and route the conversation to the rep or queue that can act fastest. On respond.io, AI Agents can qualify leads, update lifecycle stages, trigger workflows and route by intent so reps spend less time reviewing low-priority chats and more time on contacts most likely to buy. ![Conversational%20sales%20platform%3A%20Create%20an%20AI%20sales%20agent%20to%20qualify%20leads%20and%20route%20customers%20based%20on%20sales%20goals](https://images.ctfassets.net/ph8r57dk1q9w/6bx6kjcjGq8SjEdrw6dDg6/063cf8bdf8271c3bec7c0a7e7dbbc808/ai_agent-ks_sales.jpeg) Knowing when to hand off matters as much as having the capability. AI should escalate when a buyer signals high-value purchase intent, asks for negotiation or custom terms, raises an edge-case question the AI cannot answer confidently, expresses frustration, or requests a specialist. The platform should pass full conversation history, qualification data and channel context to the human rep so the customer does not have to repeat themselves. A clean handoff keeps momentum and protects the sale; a clumsy one resets the conversation and risks losing the deal. Automation streamlines sales process, enabling sales reps to quickly focus on understanding the needs of potential customers, significantly increasing the chances of a successful sale. #### Seamless integration with external platforms Businesses face major challenges with disjointed sales tools, especially the inconvenience of alternating between messaging platforms and CRM systems, leading to disrupted workflows and potential data inaccuracies. With respond.io, businesses can integrate external CRM platforms such as [HubSpot](https://help.respond.io/e-commerce-crm-integrations/hubspot) and [Salesforce](https://help.respond.io/e-commerce-crm-integrations/salesforce), enabling direct creation and update of customer records and deals without leaving respond.io platform. This integration streamlines conversational selling processes and ensures consistent, up-to-date customer data. When evaluating CRM connectivity, look beyond whether an integration exists. Strong integrations offer bidirectional sync so updates flow both ways, field mapping so conversation data lands in the right CRM properties, and automatic owner assignment so leads route to the correct rep without manual work. Conversation history should be visible inside the CRM record so reps have full context before following up. Weak integrations create data gaps, duplicate records and delayed follow-ups, all of which leak revenue. The tighter the connection between your conversation platform and CRM, the faster reps can act and the cleaner your pipeline attribution becomes. ![Leverage%20a%20conversational%20sales%20platform%20that%20is%20able%20to%20integrate%20external%20apps%20to%20streamline%20conversational%20selling%20processes](https://images.ctfassets.net/ph8r57dk1q9w/5tZuXAEGt1r4ePJb6jftmY/9c951b86decb0d611641d16a44de0f21/63b7e4a8b0e92ba5ee8b358a-ezgif-com-gif-maker5_3330360eb8a643e901c31dac1675bf4e.gif) By integrating respond.io with Zapier and Make.com, businesses can connect to various applications, enabling the automation of a variety of tasks beyond CRM. One notable example is the integration with Bigcommerce. This provides real-time updates of customer data between respond.io and BigCommerce and the ability to send messages to customers about their orders and abandoned cart messages to prompt purchases. Beyond order updates and cart reminders, conversational sales platforms can support the full shopping journey inside messaging channels. Customers can browse product catalogs, ask pre-purchase questions, receive personalized recommendations based on preferences or past behavior, and complete checkout without switching to a browser. Reducing friction between discovery and purchase is where conversational commerce delivers the clearest ROI: fewer abandoned carts, higher average order value and a shorter path from interest to revenue. #### Improve visibility of sales team activities In conversational selling, a common challenge is for businesses to store sales conversation records when their sales reps use personal devices to communicate with customers. This also disrupt the conversation’s continuity with customers when agents change or are absent. Furthermore, the use of multiple phone numbers by sales teams can lead to confusion for customers as it lacks a unified point of contact, resulting in fragmented communication and potentially impacting the customer experience. The lack of a shared inbox adversely affects brand image and customer experience and highlights the disadvantages of using personal phone numbers for sales. ![Leverage%20a%20platform%20like%20respond.io%20to%20monitor%20live%20conversation%20in%20real%20time](https://images.ctfassets.net/ph8r57dk1q9w/5bKNaXzzgn6fNed3n34WVE/e0387c1775bff9f57830dcb6f82df1ed/42a5bb31115fd35c4f896cc-screenshot-2023-03-31-at-121657-pm-800_d7d38c3ecbb7c36d481b797ffd08d524.jpeg) The [Messages Module](https://help.respond.io/converse-with-customers/optimize-agents-productivity#:~:text=Business%20Goal%3A%20To%20optimize%20productivity,conversations%20seamlessly%20and%20boost%20productivity) provides a single point of contact for sales reps to monitor and respond to inquiries across multiple channels. This gives businesses more visibility of sales agents’ conversations and activities and allows managers to monitor live conversations in real time. The [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) provides insights into the sales team’s performance, enabling businesses to make data-driven decisions on sales strategies. The metrics that matter most for revenue teams fall into two groups: early health metrics and commercial outcome metrics. Early health metrics include first response time, qualified lead rate, handoff rate from AI Agents to human reps, attended next step rate, common drop-off points in the conversation flow and performance by channel. They show whether demand is being answered quickly, filtered correctly and moved to the right person without friction. Commercial outcome metrics include conversion to sale, revenue influenced by channel or workflow and rep time saved on repetitive qualification or follow-up. These show whether the platform is improving revenue, not just producing more chats. Leaders should review both groups together by channel and workflow so they can see where response speed, qualification quality or handoff quality is helping sales and where it is leaking demand. In conclusion, conversational sales represent a potent strategy for businesses seeking deeper engagement with customers. By utilizing platforms like respond.io, businesses can transform their sales approach, fostering stronger customer relationships and driving enhanced sales outcomes. Looking for a conversational sales platform to take your business to the next level? [Try respond.io for free!](https://app.respond.io/user/register?_gl=1%2a1eq675e%2a_ga%2aODg2MTk3OTg4LjE2NjA2MTY5Nzc.%2a_ga_0EZ318H868%2aMTY3ODE4MDQ0Mi4yNDEuMS4xNjc4MTgxMjQwLjU1LjAuMA..) ### Further Reading Did you find this article useful? If so, here are some other quick reads that might interest you: - Conversational AI for Sales: Close Deals in the AI Era - Conversational Commerce: A Guide to Conversational Commerce Platform - Conversational Support: How it Improves Customer Experience ## [Conversational Support: How it Improves Customer Experience ](https:/respond.io/blog/conversational-support) Is your business providing conversational customer support? Discover here the benefits of conversational support and how it improves customer experience. Customer support is essential to the success of any business. In the past, customer support was often transactional, meaning customers would contact the business when they had an issue and the business would respond with a solution. However, with the rise of messaging apps, customer support has shifted to a more conversational approach. In this article, we'll discuss what conversational customer support is, as well as its benefits, challenges and how to implement a conversational customer service approach with respond.io. ### What is Conversational Customer Service? Traditionally, companies had a transactional approach to support, with a focus on addressing specific customer issues or problems. As the name suggests, this approach is more transactional in nature, meaning that the goal was resolving the customer's issue as quickly and efficiently as possible. Transactional customer service often involves assigning a customer a ticket or number and providing specific information, troubleshooting steps or a resolution to the customer's problem. The communication style used by transactional support agents is formal and professional. Conversational customer service refers to using live chat agents and technology such as conversational support software to create an experience that mimics human-to-human conversations rather than a series of disjointed interactions. It involves engaging in natural language conversations with customers to understand their needs, answer their questions and solve their problems. Because of their conversational nature, companies provide conversational customer service mostly over instant messaging channels. It makes sense for conversational support teams to embrace the omnichannel support approach if they have a presence on multiple channels. This way, customers who interact with them get a consistent experience on every channel. Let’s see what benefits a business should expect from conversational customer service. #### Conversational Customer Support Benefits First and foremost, conversational support allows for a more personalized customer experience. By using conversation automation, businesses can respond to inquiries in a way that feels tailored to the customer's specific needs. This approach can help build stronger relationships with customers, which is crucial for establishing customer loyalty and retention. Another benefit of conversational support is that it allows for faster response times. Thanks to automation, customers can receive quick answers to their questions. And when agents are unavailable, away messages can be used to manage response time expectations. ![This%20image%20shows%20the%20conversational%20support%20benefit.%20Conversational%20ai%20for%20customer%20service%20allows%20for%20a%20more%20personalized%20customer%20experience%2C%20faster%20response%20times%2C%20increased%20customer%20satisfaction%20and%20cost%20reduction.](https://images.ctfassets.net/ph8r57dk1q9w/3PsFu5jWGyTR5jgUpz7Yp1/0d45528f05afb67ec4d32b9ae8141e6a/concepts-conversational-support-image-01-1_bb88d9ec8c9bea8547e06912f70e2b8f.png) This helps improve customer satisfaction, which is essential for maintaining positive relationships with customers. In addition, conversational support can also help reduce costs for companies. By automating certain aspects of customer service, companies can reduce reliance on human customer service representatives, or use manpower on higher-value tasks. Overall, conversational support offers a range of benefits for both companies and customers alike. With a more personalized experience, faster response times and cost savings. Next, we’ll guide you through E4CC’s story and how it used respond.io to improve its conversational support approach. ### How E4CC Successfully Implemented Conversational Support [E4CC](https://respond.io/customers/how-e4cc-consolidated-22-siloed-regional-offices-on-one-platform), an English language training provider for Latin Americans seeking jobs in call centers, enhanced its conversational customer service approach using respond.io. In the past, agents were in charge of guiding contacts through the sales funnel. On respond.io, E4CC agents used [Workflows automation](https://help.respond.io/workflows/workflows-overview) to streamline its chat routing process. Agents can also classify contacts using [Tags](https://help.respond.io/contacts/contact-details#tags) and reduce manual intervention in the sales and support process with automated messages and [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio). This enabled customers to choose a sales or support function and be instantly connected to a suitable agent. These improvements helped E4CC achieve 3x faster chat routing. ![This%20image%20shows%20the%20results%20obtained%20by%20E4CC%20after%20implementing%20conversational%20AI%20customer%20service.%20](https://images.ctfassets.net/ph8r57dk1q9w/6X5MF3FQTED8c8CV41tDZY/126205db70ae2e0ba04b8e554905dff6/concepts-conversational-support-image-02-1_c3d3d4431005af9f466bca533bde95cb.png) The company also noticed an immediate improvement in operation efficiency, contact management and communication speed and quality. The implementation of routing logic decreased first response times by 80%. At first, omnichannel support may seem daunting. In fact, there are some common hurdles that businesses may experience when changing their support approach from transactional to conversational. ### Conversational Customer Service: Common Challenges Conversational customer support comes with its own set of challenges such as managing multiple messaging channels to answer inquiries. With customers reaching out through different channels such as WhatsApp, [calls](https://help.respond.io/whatsapp/whatsapp-business-calling-api) or SMS, it can be difficult to manage all these platforms simultaneously. Many channels not supporting multiuser access, leading to inefficient communication among the support team and delayed response times. Generally, businesses need a scalable solution that allows the incorporation of as many agents as needed without restrictions. Additionally, most messaging channels enforce messaging windows. While these protect customers from spam, they put restrictions on when support agents can message customers. Failure to respond on time could potentially lead to disjointed conversations and dissatisfied customers. ![This%20image%20shows%20the%20challenges%20of%20conversational%20AI%20customer%20service.%20The%20challenges%20are%20juggling%20between%20multiple%20platforms%2C%20lack%20of%20multiuser%20access%2C%20restrictive%20messaging%20windows%2C%20manual%20chat%20routing%20and%20auto-assignment%20and%20lack%20of%20manager%20supervision.](https://images.ctfassets.net/ph8r57dk1q9w/5swQlWBLG6LRTgGPQwGFX8/fd4a59a54145495fc4dcfb40e15e5e89/concepts-conversational-support-image-03-2_d091bf7768f894c410e478f562200dac.png) Another common challenge is manually determining the nature of inquiries and passing them on to the relevant teams. This can be time-consuming and can lead to errors in assigning inquiries to the appropriate team, causing delays in resolution. Finally, monitoring the quality of conversations and agent performance can be a challenge. Without the proper solution, it is difficult to ensure agents are providing consistent, high-quality support to customers. This makes identifying areas for improvement a complicated task. Using the right solution will attenuate or even eliminate the aforementioned issues. In the next section, we’ll explain how respond.io can help. ### Conversational Support: How to Successfully Implement it with Respond.io Respond.io is a customer conversation management software designed with conversational customer interactions in mind. Here’s how respond.io makes conversational support easy for your customer team. #### Conversational Support: Enable Multiuser Acces to an Omnichannel Dashboard As an [omnichannel inbox](https://respond.io/blog/omnichannel-communication), respond.io allows team members to collaborate on customer support across multiple channels from one place. Regardless of the messaging channel customers use, businesses can provide them with a seamless support experience. Respond.io's [Contact Merge](https://respond.io/blog/merge-contacts) feature helps you consolidate multiple customer profiles across different messaging channels into a single profile. ![This%20image%20shows%20respond.io%2C%20an%20ecommerce%20conversational%20customer%20support%20software.%20As%20an%20omnichannel%20inbox%2C%20respond.io%20allows%20team%20members%20to%20collaborate%20on%20customer%20support%20on%20multiple%20channels.%20Regardless%20of%20the%20messaging%20channel%20customers%20use%2C%20businesses%20can%20provide%20them%20with%20a%20seamless%20support%20experience.](https://images.ctfassets.net/ph8r57dk1q9w/5pLPrw1j4ZWYngpkjlZH5a/e06b3caee54464831990aca6e1cc02bb/contact-merge-gif-01-1_dca5646738e55a8454be041a23df2b2d.gif) This enables you to recognize returning customers on any channel and ensures that all customer information is up-to-date and accurate, reducing Contact clutter and giving agents a holistic view of their customers. #### Conversational Support: Extend or Reopen Messaging Windows Whenever Required As mentioned, messaging windows are one of the main handicaps when providing conversational customer service. Without a proper solution, support agents must rely on customers to re-open the messaging window with a new message, which is less than ideal. Respond.io offers businesses a few methods to resume conversations with customers on different messaging channels. For example, you can use respond.io to create, validate and save [WhatsApp API message templates](https://respond.io/blog/whatsapp-template-message) and initiate customer conversations. ![This%20image%20shows%20the%20creation%20of%20a%20message%20template%20on%20respond.io%2C%20considered%20one%20of%20the%20best%20conversational%20customer%20support%20software%20available](https://images.ctfassets.net/ph8r57dk1q9w/3PDJdDPmvPbVQWyJsZK2D0/3e2e10306b8eba7e08f4f92db829f7e3/screenshot-2023-03-31-at-114922-am_d5f6f28bb679f51f58afbd35b249f33c.jpg) If you are concerned about Facebook Messenger’s messaging window, there is a solution too. Respond.io supports Facebook message templates, including custom utility templates you create and submit for Meta approval, allowing support agents to send personalized updates and notifications to initiate conversations. Most importantly, respond.io is one of the selected platforms supporting the Human Agent Tag, which extends Facebook Messenger’s messaging window from 24 hours to 7 days. #### Conversational Support: Integrate Customer Service CRMs and Automate Support Processes Certain support tasks are time-consuming and add unnecessary workload on customer-facing teams. When automated, these processes become more efficient and consistent, allowing agents to focus on other important tasks. Respond.io's [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [auto-assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) Workflows help businesses manage large volumes of incoming messages with little to no human input. Businesses may ask multiple-choice questions to route conversations based on their purpose. Alternatively, use Tags to classify and route existing customers, such as VIP or corporate clients, to dedicated teams. ![This%20image%20shows%20automation%20built%20with%20a%20conversational%20support%20software.%20Respond.io%27s%20chat%20routing%20and%20auto-assignment%20Workflows%20help%20businesses%20manage%20large%20volumes%20of%20incoming%20messages%20with%20little%20to%20no%20human%20input.](https://images.ctfassets.net/ph8r57dk1q9w/1oXA7I2UHbS3C4kK6d7nXM/3c91d57b9de0293bdcc5d96ef2b89259/screenshot-2023-03-31-at-120411-pm_8646cc501df776ac46d066d0bcf4651c.jpg) Once conversations are routed to the right support team, they [can be assigned](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to an available agent or a specific agent, depending on your assignment logic. In addition, respond.io integrates with your support CRM. This can streamline your support workflows. By enabling you to automate tasks such as ticket creation, assignment, and follow-ups, saving your team time and reducing the risk of errors. #### Conversational Support: Monitor Live Conversations to Find Trends and Spot Issues To ensure the success of your conversational customer support strategy, it’s important for managers to supervise all support conversations in a central omnichannel dashboard. ![This%20image%20shows%20respond.io%2C%20one%20of%20the%20best%20conversational%20customer%20support%20software.%20Respond.io%20allows%20you%20to%20monitor%20live%20conversations%20in%20real%20time%2C%20providing%20valuable%20insights%20into%20customer%20interactions.%20From%20the%20respond.io%20Dashboard%2C%20managers%20can%20identify%20trends%2C%20track%20customer%20sentiment%20and%20make%20informed%20decisions%20about%20support%20strategy.](https://images.ctfassets.net/ph8r57dk1q9w/5OWCtbq8coT9q1qxndqVAq/8a2dc2c2b31a6c60951177f85b358e33/screenshot-2023-03-31-at-121657-pm_d1c8d79f44617974c4e347809c585c0f.jpg) Respond.io allows you to monitor live conversations in real time, providing valuable insights into customer interactions. From the [respond.io Dashboard](https://help.respond.io/dashboard-reporting/dashboard), managers can identify trends, track customer sentiment and make informed decisions about support strategy. #### Conversational Support: Gauge Support Effectiveness with CSAT Surveys Because conversational support agents strive for long-lasting relationships with customers, it is critical to assess the degree of satisfaction customers experience when chatting with agents. [CSAT surveys](https://respond.io/blog/csat-customer-satisfaction-score) are one of the most popular methods of gauging customer satisfaction and can be set up with respond.io Workflows. ![This%20image%20shows%20respond.io%27s%20CSAT%20surveys%2C%20an%20essential%20tool%20for%20medium%20to%20large%20size%20businesses.](https://images.ctfassets.net/ph8r57dk1q9w/5VLNB3WyQTbYHmWsrJbONE/f5834b40ea07ba0eb16119995dafe08c/screenshot-2023-03-31-at-124443-pm_72181efbaec48b943be0a8960ea80d38.jpg) Some businesses choose to automatically send CSAT surveys every time a conversation is closed to acquire more data. However, to avoid disturbing recurring or long-time customers, businesses can also choose to [trigger them manually](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0). To sum up, companies nowadays are realizing the benefits conversational customer service has to offer as opposed to transactional support. Although implementing a conversational support strategy comes with its own set of challenges, these are negligible with the help of a customer conversation management software like respond.io. Do you want to get your customer team started on conversational support? [Try respond.io for free today](https://app.respond.io/user/register)! ### Further Reading If you’ve found this article interesting, here are some additional reads you may like: - Everything You Need to Know about Omnichannel Chat Widget - Escalation Management: A Guide to Customer Escalation - Conversational Commerce: A Guide to Conversational Commerce Platform ## [Customer Lifecycle Management Software 2026: Benefits & Case Studies](https:/respond.io/blog/customer-lifecycle-management-software) Discover how customer lifecycle management software works, why unified tracking matters and how real businesses use it to boost conversions and retention. Acquiring customers is expensive. Losing them due to slow responses, inconsistent handoffs or limited visibility is even more costly. Customer lifecycle management software solves this by giving teams a shared view of every contact's journey, standardizing engagement across channels and making it easy to prioritize the next best action at each stage. This guide explains what customer lifecycle management software is, the main categories on the market, why a unified approach matters and how respond.io helps businesses manage outreach, acquisition, onboarding, retention and loyalty from one place. You’ll also see how companies in beauty, retail and travel put customer lifecycle management into practice and the results they achieve. ### What is customer lifecycle management software? Customer lifecycle management software is a system for tracking and improving the entire relationship between a business and its customers. It consolidates data from ads, web forms, messaging apps, email and in-person touchpoints to build a complete picture of each contact. With that context, teams can tailor conversations, automate routine follow-ups and transition smoothly between marketing, sales and support. A customer lifecycle management platform is not just a database or an automation tool. It’s a shared operating layer where contacts are segmented by lifecycle stage, actions are triggered based on behavior and outcomes are measured consistently. The result is a 360 degree view of the customer story, for faster responses, fewer blind spots and higher conversion and retention. ### Types of customer lifecycle management software The customer lifecycle management landscape spans multiple categories. Most businesses combine more than one tool as not all tools apply to the entire journey. Here are the core types and where they fit. #### Customer relationship management software (CRMs) CRMs like [HubSpot](https://respond.io/blog/hubspot-integration), [Salesforce](https://respond.io/blog/salesforce-integration) and Pipedrive store contact records, log activities and manage pipelines. They serve as a single source of truth for agents to understand who their leads and customers are, their activities such as sending an inquiry, booking a meeting or making a purchase, and where sales are coming from. A CRM is used throughout the customer lifecycle, and it’s essential that teams have easy access to CRM data during customer communications. #### Marketing automation software Marketing automation tools like Marketo, ActiveCampaign and Klaviyo segment audiences, score leads and run campaigns across email and SMS. They generate awareness and nurture interest before handoff to sales. These are more often used by B2B businesses; B2C businesses rely more on social media and instant messenger marketing, which requires different tools. #### Customer success software Customer success platforms such as Gainsight, ChurnZero and Totango monitor account health, product usage and renewal risk. They help teams orchestrate onboarding, escalate proactively and standardize expansion. These tools are critical in subscription or services models where renewals and upsells drive lifetime value. #### Conversation management software Conversation management platforms like respond.io bring messaging apps, voice, email and web chat into a single inbox. They route inquiries to the right team, enable AI-assisted replies and keep a unified timeline of interactions. This tool plays a key role in every stage as conversations are vital across the entire customer journey, especially for B2C businesses. The best conversation management platforms include CRM integration and enable detailed tracking and analytics. ### Why businesses need a customer lifecycle management platform Customers expect fast, relevant responses regardless of channel, but when you’re managing thousands of customers, it’s a challenge to meet those expectations. When responses are slow or irrelevant (e.g., sending a long-standing customer a first-time customer offer), leads and customers consider going to competitors. Teams need shared visibility of each customer journey and a consistent way to prioritize work and manage actions and communications. A practical way to think about the uses for customer lifecycle management software is by lifecycle stages. Each stage has different goals, common pitfalls and clear actions that improve outcomes. #### Outreach — Creating impactful campaigns, responding fast and collecting lead data The goal of this stage is to create awareness and invite conversations. Common pitfalls include scattered ad replies across channels like WhatsApp, Messenger and Instagram, slow first responses and no clear owner for new conversations. A customer lifecycle management platform like respond.io captures leads from all channels into one inbox, assigns ownership immediately and uses [AI Agents](https://respond.io/blog/how-respondio-ai-agents-work) to greet contacts and qualify intent. Teams see which campaigns and channels generate conversations that actually progress, not just clicks. #### Acquisition — Keeping leads engaged and following up quickly to speed up the sales cycle This stage aims to convert an engaged contact into a customer. Deals stall when sales agents lack context, outreach is generic or follow-ups are inconsistent. With a conversation management platform like respond.io, sellers see full message history, campaign sources and recent activity in one thread. [AI Agents can propose next steps](https://respond.io/help/ai-agents/getting-started-with-ai-agents), schedule reminders and draft replies that reference the contact’s goals. Automated nudges keep momentum when a contact goes quiet, without sounding robotic. ![Image%20showing%20a%20timeline%20of%20typical%20customer%20lifecycle%20stages%20-%20outreach%2C%20acquisition%2C%20conversion%2C%20retention%2C%20loyalty](https://images.ctfassets.net/ph8r57dk1q9w/FHA6NQSO2MjfakHt3m9Ob/b780d1ed2ccccdf17108fb2e54e211d1/Practical_Guide___Customer_Lifecycle_Management_Software_-_Image_1a.png) #### Conversion — Automating bookings and payment processes This is the stage where customers actually make a purchase. For more complex purchases, this involves a conversation with sales whereas for simpler products, it may just mean putting an item in the cart and checking out. It’s important to make this process as free from friction as possible as customers who face issues may drop off and go to a competitor. Make it easy to reach a salesperson and simplify the payment process. #### Retention — Collecting feedback, providing support and promoting repeat purchases The goal of this stage is to keep customers coming back. Risk creeps in when no one notices inactivity or unresolved issues. Customer lifecycle management surfaces leading indicators like unanswered questions, long gaps between purchases or repeated objections. Businesses can use [broadcasts](https://respond.io/blog/whatsapp-broadcast) to re-engage with feedback surveys, timely offers, service updates or check-ins, then route to the right team if the contact replies. #### Loyalty — Offer rewards programs, collect reviews and encourage referrals For this last stage, the objective is to turn satisfied customers into advocates. Loyalty suffers when recognition is generic or delayed. Customer lifecycle management identifies frequent buyers and promoters, then makes it easy to thank them, invite reviews or share early access. It’s important that lifecycle status is visible to every agent, so the customer experience stays consistent and personalized, no matter which team or agent the customer speaks to. ### How to use respond.io to manage your customer lifecycle Respond.io centralizes conversations across WhatsApp, Instagram, Facebook Messenger, TikTok, VoIP, web chat, email and more in a single inbox. It integrates with most CRMs and has a built-in customer [lifecycle tracking](https://respond.io/help/workspace-settings/workspace-settings-lifecycle) feature that allows businesses to optimize the customer journey at every stage. Here’s how the feature works and how to make the most of it. #### Qualify leads with AI Agents To bring leads in to the first stage, most businesses run ads and promote products and services on social media and their website. When contacts start coming in, the volume may be overwhelming, and slow replies mean missed opportunities. Use respond.io’s [AI Agents](https://respond.io/ai-agents) to answer contacts immediately so you’ll never miss a lead. ![screenshot%20showing%20how%20to%20set%20up%20an%20AI%20agent%20that%20can%20qualify%20leads](https://images.ctfassets.net/ph8r57dk1q9w/ammCHlhk9BdTi36WBrFNF/186eaa494c30a084cfcf9419b6684e65/ai_agent-ks_sales__1_.jpeg) AI Agents can reply to FAQ and ask qualifying questions, then send qualified leads to a human and enter them into the customer lifecycle. Unqualified leads will be categorized as such so human agents don’t need to waste time responding to spam or poor quality leads. #### Set customer lifecycle stages We introduced some common lifecycle stages above, but those stages may not strictly fit every business. In respond.io, the default [lifecycle stages](https://respond.io/help/workspace-settings/workspace-settings-lifecycle#using-lifecycle-in-the-inbox-module) are new lead, hot lead, payment and customer; it’s easy to customize the stages or add additional stages that follow your business processes. For example, a retail business with a loyalty rewards program might add a stage for new memberships. ![screenshot%20showing%20how%20to%20set%20up%20customer%20lifecycle%20stages%20in%20respond.io%27s%20lifecycle%20feature](https://images.ctfassets.net/ph8r57dk1q9w/7IzuLvrv98dOdTzi1sXthi/7d20d369c21da555ee007cde76678400/Screenshot_2025-12-08_at_10.35.33â__PM.png) Lifecycle status is visible in the [conversation list](https://respond.io/help/inbox/inbox-overview#conversation-list), so agents know who they are talking to and what the next action should be. AI Agents can also update lifecycle status based on intent and milestones, which reduces manual tagging and keeps reporting clean. This data is crucial for streamlining the sales cycle. If there’s a hot lead who’s ready to make a payment and become a customer, agents know how to prioritize their responses. It also means every interaction is informed by context, so there’s no need for a lead or customer to repeat themselves when speaking to a different agent. #### Track lost stages to understand why leads drop off Every business has leads who drop out of the funnel at some point. Knowing why they drop off helps businesses improve so more customers complete a sale in the future. That’s why respond.io has [Lost Stages within Lifecycle](https://respond.io/help/workspace-settings/workspace-settings-lifecycle#getting-started), so you can identify which leads dropped off and why. ![Screenshot%20showing%20how%20to%20set%20up%20Lost%20Stages%20in%20respond.io%2C%20a%20feature%20that%20enables%20businesses%20to%20track%20which%20leads%20dropped%20off%20and%20why](https://images.ctfassets.net/ph8r57dk1q9w/JMXtiZUceUXogAf2AJr2X/da63f7c65db5e77ed55a5bb73d8378a4/Screenshot_2025-12-08_at_10.54.53â__PM.png) The default lost stage is Cold Lead, which means the lead lost interest or stopped replying. If you can see in reports that the lead waited a long time for a reply, this may be the reason it went cold. You can also add more lost stages, like Unqualified or Lost to Competitor. If you’re getting many unqualified leads, this may indicate a targeting problem. #### Integrate with your CRM Many businesses need to sync customer data with a CRM so information stays up to date in all platforms. Respond.io has native integrations with [HubSpot](https://respond.io/blog/hubspot-integration) and [Salesforce](https://respond.io/blog/salesforce-integration), the most popular CRMs. ![Screenshot%20showing%20how%20to%20view%20HubSpot%20properties%20in%20respond.io%27s%20inbox](https://images.ctfassets.net/ph8r57dk1q9w/7c300EHmUGc3uBdCtHcnMI/25d9e9dd58cdf53139143ae4060654fa/image__52___1_.jpeg) With the HubSpot and Salesforce integrations, for example, Agents can view CRM properties directly within the respond.io inbox, so there’s no need to switch platforms to get the full context on the customer. Businesses using other CRMs can integrate with Zapier or Make or set up a custom integration using APIs. #### Integrate with Meta’s Conversion API (CAPI) and TikTok Lower Funnel Events If you advertise on Facebook, Instagram and TikTok, you need accurate post-click and post-message attribution so you know which ads are converting and whether you’re reaching the right audience. Respond.io connects with [Meta’s Conversion API (CAPI)](https://respond.io/help/workflows/step-send-conversions-api-event) for Instagram, Facebook and click-to-WhatsApp ads and with [TikTok Lower Funnel Events](https://respond.io/help/workflows/step-send-tiktok-lower-funnel-event#step-send-tiktok-lower-funnel-event) for TikTok Messaging Ads. Both of these features send conversion event data to Meta and TikTok and also log it in respond.io. Examples of conversion events include booking an appointment, adding an item to cart or completing a purchase. ![Screenshot%20showing%20how%20to%20set%20up%20Meta%27s%20conversions%20API%20to%20track%20which%20ads%20are%20converting](https://images.ctfassets.net/ph8r57dk1q9w/256SWOyURtdEGq10xkGLEA/1f7d8e716c9bae54f9a41caa44d270d0/image__53___1_.jpeg) These conversion events can also trigger Lifecycle updates in [respond.io](http://respond.io). For example, if a lead completes a purchase, their lifecycle stage could be set to automatically change to “customer.” Since the lifecycle stage progression doesn’t need to be updated manually, agents always get the latest information and context. #### Improve retention strategies with broadcasts Tracking the customer lifecycle enables your business to maintain timely follow-ups to keep customers coming back for repeat purchases. Automate re-engagement with broadcasts so customers know when you’re having a holiday promotion or launched a new product. [Broadcasts](https://respond.io/blog/whatsapp-broadcast) can also be used to check in after delivery, share care instructions, remind customers about expiring warranties or invite feedback. ![Screenshot%20showing%20how%20to%20set%20up%20broadcasts%20on%20respond.io.%20Broadcasts%20can%20be%20sent%20to%20customers%20in%20specific%20stages%20of%20the%20lifecycle%20to%20encourage%20repeat%20purchases.](https://images.ctfassets.net/ph8r57dk1q9w/4CGLE3Ynrk15aW8uzvdS2y/685ccc896c015468b40f122b1deef772/testb__1_.jpeg) Sending promotional messages based on lifecycle stage ensures that customers are likely to be interested and won’t flag you as spam. It also keeps your business top of mind at just the right time, when customers may be considering it’s time for a similar purchase again. ### Best practices for customer lifecycle management Customer lifecycle management succeeds when it is visible, measurable and grounded in real conversations. The following practices keep your program practical and outcome-focused. - Start with a simple stage model:Too many stages create confusion. Begin with 5–7 stages that match how people actually buy, then refine as gaps appear. - Use AI to shorten time-to-first-reply:Speed matters. Let AI Agents send the first response, confirm intent and capture basics, then route to the right owner. That way the sales cycle moves faster and leads are less likely to drop off, as our customers have attested from first-hand experience. - Measure which conversations convert:Connect CAPI or other conversion tracking methods so you know which campaigns lead to conversations that advance stages, not just visits. - Review drop-offs by stage each month:Look for stage transitions with low rates or long delays. Fix the message, the offer or the process and re-measure. ### 3 Customer lifecycle management success stories from beauty, retail and travel businesses Real gains come from tightening handoffs and making stage progression visible. These businesses used respond.io to shorten time to first reply, reduce noise and move contacts from first touch to purchase with less friction. #### EMAX Beauté increases appointment bookings 18x [EMAX Beauté](https://respond.io/customers/how-emax-boosts-appointment-bookings) is a leading provider of beauty, skincare, haircare and body wellness services, operating under four brands with multiple branches around the greater Kuala Lumpur area. It needed a solution to centralize and manage customer communications. The business chose respond.io for its advanced integration capabilities, strong reporting functions such as tracking customer journeys and scalability to support their evolving business needs. To better track the customer experience and discover the cause of lost opportunities, EMAX used respond.io’s Lifecycle feature. This allowed agents to tag leads as they came in, for example as New Lead, and change the status as leads progressed through the funnel. These details are visible in the conversation so agents recognize that they should prioritize a New Lead or Hot Lead, while those marked as customers can be targeted for repeat purchases. The number of leads in each stage is also shown on the main respond.io dashboard and in reports so cold and lost leads can be identified to analyze possible causes and make improvements. With these improvements, EMAX saw an 18x increase in appointment bookings in just a few months. #### Noonmar boosts conversions 20% with lifecycle tracking [Noonmar](https://respond.io/customers/noonmar-increases-new-customers) is a Turkish ecommerce retailer selling internationally. Managing conversations from multiple countries and channels created fragmentation that slowed responses and made quality control difficult. To move leads through the funnel faster, noonmar implemented customer [lifecycle tracking](https://respond.io/help/workflows/step-update-lifecycle) on respond.io, so the business had immediate context about where a contact is in the buying journey, whether they’re a new lead, a returning buyer or somewhere in between. Lifecycle stages guide agents on what action to take next. For example, new leads need quick responses to stay engaged, while returning customers may be ready to purchase again. This structure allows agents to personalize conversations and close deals more efficiently. Customer lifecycle insights have helped the business prioritize leads effectively, shortening its sales cycle and getting more contacts to complete a purchase. Since implementing lifecycle tracking, the **conversion rate has risen by 20%**. #### SchuVar Tours increases sales cycle 60% by optimizing the customer journey [SchuVar Tours](https://respond.io/customers/schuvar-tours-shortens-sales-cycle) is a wholesale travel agency based in Nicaragua offering local and international travel services. Its skilled team of agents guide clients through every step to book their perfect vacation. The business chose respond.io to streamline communications and improve lifecycle visibility Respond.io’s Lifecycle feature enables SchuVar Tours to manage each lead throughout the entire journey, so agents get instant context on each customer and can prioritize those with high intent. For instance, agents recognize a lead who has received a quote is closer to purchase than a lead sending a first inquiry, so they attend to the former first. As a result, they have shortened their sales cycles for faster bookings. Once the customer makes a payment, the agent updates their status accordingly. This makes it easy for the business to track the number and speed of deals closed. It also helps identify existing customers, who are later retargeted with [WhatsApp promotional broadcasts](https://respond.io/blog/whatsapp-bulk-message). By streamlining its sales process and gaining full visibility of the customer journey—from chat initiation to payment—SchuVar Tours has reduced delays and increased conversions for a **60% faster sales cycle**. ### Get started with customer lifecycle management software Ready to streamline customer lifecycle management? Respond.io gives teams the power to manage lifecycle across channels, with AI Agents to accelerate first reply, qualify intent and maintain cadence, and with integrations that keep attribution and CRM data in sync. The result is fewer delays, clearer ownership and a predictable way to move contacts from first touch to loyalty. If you want to standardize engagement across WhatsApp, Instagram, Messenger, VoIP, web chat and email, then see exactly which campaigns and messages advance each stage, start a [free trial of respond.io](https://app.respond.io/user/register) and put customer lifecycle management into practice today. ### Further Reading If you're interested in learning more about optimizing the customer experience, check out these other articles: - Conversation Led Growth™: Where Conversations Drive Business Results - How to Improve WhatsApp Customer Experience and Engagement - How to Follow Up with Customers and Close More Deals ## [Customer Satisfaction Surveys: Get Quality Feedback with These 12 Customer Satisfaction Survey Questions](https:/respond.io/blog/customer-satisfaction-survey) Interested in learning how to create an improved customer satisfaction survey to gather valuable insights for your business? Keep reading to discover how. Want to know what a customer satisfaction survey is? In this article, we’ll explain what customer satisfaction surveys are and the benefits of sending them to your customers. We’ll also share some customer satisfaction examples for you to use. Furthermore, we’ll show you how to send the surveys via respond.io. Finally, we’ll provide best practices for sending customer satisfaction surveys to maximize their effectiveness. ### What are Customer Satisfaction Surveys? Customer satisfaction surveys are used by businesses to collect feedback and assess customer satisfaction levels. They include questions about product quality, service, support and overall satisfaction. The primary goal of customer satisfaction surveys is to gather valuable insights directly from customers to understand their needs, preferences and expectations. This feedback helps businesses identify areas of improvement, make informed decisions and enhance their products or services to better meet customer requirements. ![This%20is%20an%20image%20that%20describes%20the%20different%20types%20of%20customer%20service%20satisfaction%20surveys.%20There%20are%203%20different%20types%3A%20customer%20satisfaction%20score%2C%20net%20promoter%20score%20and%20customer%20effort%20score.](https://images.ctfassets.net/ph8r57dk1q9w/6evczezY6xi53g2X7hCUsU/89b61c5cd49143eb1bbc53062b220104/concepts-customer-satisfaction-survey-image-01_0c285b8b93bae6dd175f65b0a0742a43.png) There are several types of customer satisfaction surveys businesses can use to gain insights into customer satisfaction and loyalty. They are: - Customer Satisfaction Score (CSAT): CSAT is the most widely-used customer satisfaction metric. It directly measures satisfaction by asking customers to rate their satisfaction with specific products or services. - Net Promoter Score (NPS): It measures customer loyalty by asking customers to rate their likelihood of recommending a product or service to others. - Customer Effort Score (CES): It focuses on assessing the ease or difficulty of customer interactions. This can involve how easy or difficult it is to use your product or service, as well as the effort required to solve any problems or concerns you may have. Now that you’ve learned the basics of customer satisfaction surveys, let’s learn how to benefit from them. #### Benefits of Customer Satisfaction Surveys A customer satisfaction survey offers businesses a wealth of advantages. Here, we highlight the key reasons you should use them to improve customer satisfaction. Customer satisfaction surveys provide businesses with quantifiable insights to track changes over time, gauge performance and identify areas for improvement. By collecting feedback on various aspects of the customer experience, businesses can pinpoint strengths to build upon and address weaknesses for enhanced satisfaction. These surveys provide valuable data and analytics for evidence-based decision-making. By collecting and analyzing survey responses, businesses gain insights into customer preferences, satisfaction levels and trends. This information informs decisions regarding customer service, marketing campaigns and overall business operations. ![This%20is%20an%20image%20that%20shows%20the%20benefits%20of%20survey%20questions%20for%20customer%20satisfaction.%20It%20helps%20measure%20customer%20satisfaction%2C%20identify%20strengths%20and%20weaknesses%2C%20enhance%20customer%20loyalty%2C%20improve%20products%20and%20services%2C%20and%20finally%2C%20it%20helps%20make%20data-driven%20decisions.](https://images.ctfassets.net/ph8r57dk1q9w/dlJUFZxVL6ikZjlrMWzaN/bd21a18b398bb939bd047e1daf50219f/concepts-customer-satisfaction-survey-image-02_4e0a689090959e74fb2908b7928542eb.png) Customer feedback obtained through surveys also helps businesses identify opportunities for innovation and improvement. By analyzing customer responses, businesses can identify areas where their products or services may fall short or where new features can be introduced to better meet customer needs and expectations. Lastly, as businesses actively listen to customers’ feedback and take steps to address their needs and concerns, they can effectively improve customer satisfaction levels and increase the likelihood of fostering customer loyalty. In the next section, we’ll provide some customer satisfaction survey examples that you can adapt and apply to your business. ### Customer Satisfaction Survey Examples When building your customer satisfaction survey questions, the type of questions you ask can directly impact the insights you receive and your ability to improve the experience. Here, we’ll show you some sample customer satisfaction survey questions to help you get the answers you’re looking for. #### Product Usage Questions One easy way to assess customer satisfaction is by asking for their feedback. Their answers allow your business better understand how customers use and interact with your products or services. ![This%20is%20an%20example%20of%20a%20survey%20for%20customer%20satisfaction%20questions%20for%20product%20usage.](https://images.ctfassets.net/ph8r57dk1q9w/3BqrlW8hBee1SKsi5ngHXl/c344c557d260c1e494f0b257b3560b54/concepts-customer-satisfaction-survey-image-03_047a0837e90b37f37027ee559d570bd8.png) 1\. “How often do you use our product? Would you say it's frequent, not that frequent, sometimes, occasionally or never?” 2\. “Would you recommend our service to a friend?” 3\. “How can we improve our product offerings?” #### Quantitative Customer Feedback Questions While it’s crucial to have qualitative responses, some feedback is easier to measure with numbers. These customer satisfaction survey questions can help you validate, confirm or disprove problems and make decisions based on the data you received. ![This%20is%20an%20image%20that%20shows%20an%20example%20of%20a%20quantitive%20customer%20feedback%20questions.](https://images.ctfassets.net/ph8r57dk1q9w/0oDnztuu4OCG1IV7RhfdW/a9efa47bed54e88c48ca17195cf25a06/concepts-customer-satisfaction-survey-image-04_246a973dd0bdf2783f474b3567c883dc.png) 1\. “On a scale of 1 to 10, how would you rate our customer service?” 2\. “How satisfied are you with your interaction with the support agent?” 3\. “Please give your customer service representative a rating out of five stars.” #### Follow-Up Questions Make sure you cover all bases by asking customers follow-up questions on how they feel about their recent interactions with your business. For instance, you can send follow-up questions after a buyer has finalized a purchased or contacted customer support. ![This%20is%20an%20example%20of%20a%20sample%20question%20for%20customer%20satisfaction%20survey.](https://images.ctfassets.net/ph8r57dk1q9w/ZB9T2w5TF7SwAl1PZyLSJ/58f7a98352d91c3039f94c9c6544a272/concepts-customer-satisfaction-survey-image-05_b2b25c830759b5e5b1c2620d183145f4.png) 1\. “Thanks for reaching out to our customer service team. How can we improve our support offerings?” 2\. “Would you buy \[this product\] again based on your experience? Please explain why or why not.” 3\. “You recently purchased a \[product\] from us. Please take a moment to share your thoughts and opinions on the \[product\], as they will assist us in improving our offerings and ensuring your utmost satisfaction.” #### Open-Ended and Long-Form Questions Asking open-ended questions allows customers to voice their experiences and opinions in detail. Their descriptive responses can help you build better products, provide ideas for your knowledge base and pinpoint areas for improvement. ![Customer%20satisfaction%20survey%20questions%3A%20An%20example%20of%20an%20open-ended%20customer%20satisfaction%20survey%20question](https://images.ctfassets.net/ph8r57dk1q9w/2FKF1wqXAXtPkIcOHaZTJO/ea583255677a8fa4ddda24aaaf6364e6/concepts-customer-satisfaction-survey-image-06_b70412b9028bb7a27eb42880cb2206bf.png) 1\. “Which of our software features isn’t working for you and why?” 2\. “How can we improve your product experience with our brand?” 3\. “Could you kindly provide us with a detailed description of your experience with our customer service team?” Now that you have a good selection of customer satisfaction survey questions, let’s learn how to create your own survey. ### Sending Customer Satisfaction Surveys Before getting into the step-by-step process, here are some handy tips you can use when sending customer satisfaction surveys. #### Best Practices for Sending Customer Satisfaction Survey Questions When sending customer satisfaction surveys, it’s crucial to design them in a way that doesn’t take much effort for them to answer your questions. One easy way is to keep your survey concise and focused on key aspects of the customer experience. Avoid overwhelming customers with lengthy surveys by asking only the most important and relevant questions. This ensures customers can provide feedback without confusion. Timing is crucial when sending customer satisfaction surveys. Send the survey immediately after the interaction or transaction to capture customers’ feedback while the experience is still fresh in their minds. This ensures a higher response rate and more accurate feedback. ![This%20is%20an%20image%20that%20shows%20best%20practices%20for%20sending%20customer%20satisfaction%20surveys.%20First%2C%20you%20need%20to%20keep%20your%20questions%20short.%20Then%20you%20have%20to%20make%20sure%20you%20send%20your%20survey%20at%20the%20right%20time.%20You%20should%20also%20A/B%20test%20your%20questions%20and%20finally%2C%20thank%20your%20customers%20for%20their%20feedback.](https://images.ctfassets.net/ph8r57dk1q9w/6FIw38i8SgUECu7ZODK7eI/271af101d20584d2e75964eb26c8096f/concepts-customer-satisfaction-survey-image-07_ccb8c3d0be376a64c3188c6283071fcc.png) You can also conduct A/B testing with different questions to optimize your survey for better response rates and more meaningful insights. Test different wording, question formats or scales to identify the most effective and understandable survey structure. Finally, don’t forget to express gratitude to customers for taking the time to provide feedback by including a personalized thank-you message at the end of the survey. Let customers know that their opinions are valued and that their feedback will be considered for improving the customer experience. This simple gesture can enhance customer goodwill and encourage future participation. With these tips in mind, let us guide you through creating a customer satisfaction survey on respond.io. #### How to Send Customer Satisfaction Survey Questions with Respond.io Respond.io is a customer conversation management software that supports an [omnichannel inbox](https://respond.io/blog/omnichannel-communication), [automation builder](https://help.respond.io/workflows/workflows-overview), [flexible integrations](https://help.respond.io/workspace-settings/integrations) and a [comprehensive reports and analytics module](https://help.respond.io/dashboard-reporting/reports-overview). With respond.io, you can [build](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-7) [a customer satisfaction survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-7) [Workflo](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-7)[w](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-7). Since CSAT is the most popular customer satisfaction survey type, we’ll show you how to build one using respond.io. To create a CSAT survey, you can use the existing Workflow Templates that we’ve prepared. There are two options for you to choose from. You can either build a CSAT to [send the data to a data warehouse or Google Sheets](https://help.respond.io/support-use-case/send-csat-and-save-data). Alternatively, you can build your own CSAT Workflow from scratch on respond.io ![This%20is%20an%20image%20that%20shows%20how%20businesses%20can%20use%20respond.io%27s%20CSAT%20Workflow%20template%20to%20send%20survey%20questions.](https://images.ctfassets.net/ph8r57dk1q9w/23TC4bLB7KzKmb5o8lFbD9/37e0b0d910d24bb8344f02cfe87a3a91/screenshot-2023-07-14-at-100105-am_01706779fbaad0e03fd66996e20eb460.jpg) When building a survey, you can use [Conversation Closed](https://help.respond.io/workflows/workflow-triggers#trigger_conversation_closed) as a Trigger to automatically send a survey after closing the conversation or trigger the survey manually using the [Shortcut Button](https://help.respond.io/workflows/workflow-triggers#trigger_shortcut). Note that you can also use the same method to build NPS and CES surveys. Remember to tweak the questions and answers to align with your goals. In conclusion, customer satisfaction surveys serve as a valuable tool for businesses to gather feedback and assess the satisfaction levels of their customers. Want to start sending customer satisfaction surveys to your customers? [Sign up for a respond.io account](https://app.respond.io/user/register) today. ### Further Reading Interested to find out more about how to use customer satisfaction surveys? Here are some articles that you may find useful. - What is CSAT? The Customer Satisfaction Process Guide - Conversational Support: How it Improves Customer Experience - How to Use Automation to Enhance Customer Service Efficiency ## [Customer Service Response Templates: How to Use Customer Service Templates](https:/respond.io/blog/customer-service-response-templates) All you need to know about customer service response templates. Learn how to write and send customer service templates to improve your business! Customer service response templates can help streamline customer service operations by providing standard responses. These customer service templates can be used for a variety of purposes and scenarios, including welcoming customers, responding to inquiries, closing a conversation, asking for a review and more. Read on to find out how templates for customer service can improve the way your business communicates with customers. ### What are Customer Service Response Templates A customer service response template is a pre-written message that can be used to quickly and efficiently respond to common customer inquiries. Typing the same answers repeatedly wastes time, while copying and pasting can be tedious as you require multiple windows or references open, which is even more troublesome on mobile. Templates allow agents to spend less time with greeting customers and responding to generic inquiries or FAQs. They can then use the time saved to tackle more difficult issues or handle multiple customers simultaneously. ![an%20image%20showing%20the%20benefits%20of%20customer%20service%20response%20templates%20-%20time-saving%2C%20consistent%20information%20and%20brand%20voice%20and%20versatile](https://images.ctfassets.net/ph8r57dk1q9w/3JjEtg8S1c9uwpFhjXdyPs/79493beb83b52fe7e152951fe59a87b9/HowToCustomerServiceTemplate_Image01_ca31d24f89f88b4fdf922595bd5f232f.png) Customer service response templates ensure consistent information and brand voice since messages can be vetted beforehand. This gives customers a uniform experience with your business regardless of which agent they are assigned or platform they use to contact you. Depending on the goal, customer service templates can be used in a variety of ways. For example, send welcome messages to customers who contact your business through an ad and use away messages to let customers know when agents are not available. You can also use templates to close conversations, ask for reviews, provide FAQs, and more. Now that you know what customer service templates can be used for, which messaging apps are best for sending them? #### Best Messaging Apps for Sending Customer Service Response Templates While there are [many different instant messengers](https://respond.io/blog/top-messaging-apps) available around the world, it’s quite easy to pick the best one for your business to use. Your choices are narrowed down to channels there are popular among your target demographic and where your business operates. Be it [WhatsApp](https://respond.io/blog/whatsapp-business-api) or [Facebook Messenger](https://respond.io/blog/facebook-business-chat), the [best messaging app](https://respond.io/blog/best-messaging-apps#toc-mobile-9) to send customer service templates is the one that your customers use most. The goal is to communicate with your customers, and you won’t be able to do so unless you’re on the same channels. If your customers use many different apps to communicate, consider sending your templates from customer conversation management software that supports [multiple channels](https://respond.io/blog/omnichannel-communication), like respond.io. Each channel supports different messaging abilities, such as embedding videos, links, buttons and more. But since the bulk of template messages consist of text, which is something all channels support, this blog will focus on them. Let’s go over some of the best practices for writing customer service response templates. ### Best Practices for Creating Customer Service Response Templates There are no hard and fast rules for setting up customer service response templates, but here are some things to consider. Since customers will be receiving these messages on instant messaging apps, take advantage of that and use a conversational tone. Don’t write instant messages like they’re emails. Keep your messages polite, short and to the point. Create easy-to-customize templates because they will be sent to different people. This way, you can easily include customers’ names or other relevant details to make the messages feel more personal. ![an%20image%20showing%20Best%20practices%20for%20customer%20service%20response%20templates%20-%20keep%20it%20short%20and%20friendly%2C%20make%20it%20suitable%20for%20everyone%2C%20personalize%20messages%20where%20possible%20and%20include%20a%20call%20to%20action](https://images.ctfassets.net/ph8r57dk1q9w/7fRWIVPmDRB817UfcqU3sc/2447246a5375dd23dbffb2ac19ab0ac7/HowToCustomerServiceTemplate_Image02_953387bc3943183c62836da9465fdbc3.png) Avoid using jargon that your customers might not know. If your messages are clear and easy to understand, you won’t have to spend extra time explaining them to your customers. Test and refine your messages for the best results. If you find that certain messages aren’t answering inquiries or getting the point across, tweak them until they do. Make sure to include a call-to-action (CTA) where appropriate. If you want your customers to take action after reading your messages, make it clear. In the next section, we’ll share some examples of customer service response templates. ### 20 Examples of Customer Service Response Templates Here are some examples of customer service templates for you to copy or use as inspiration for your own messages. Feel free to tweak or modify them to make them suitable for your business. #### Customer Service Response Templates: Greet Your Customers Templates for customer service reduce the amount of time you spend greeting and saying goodbye to customers, letting you spend more time on actual conversations instead. ![examples%20of%20customer%20service%20response%20templates%3A%20greet%20your%20customers](https://images.ctfassets.net/ph8r57dk1q9w/5gMcwgfE7cziZikoUI5Ui2/0e12872ea600edfaee0f9ba08966e9fb/HowToCustomerServiceTemplate_Image03_7db705e5e0d58918040cbd7bbf9589f5.png) Here are some greetings you can use: 1\. “👋 Hi! Thanks for reaching out to \[business name\]. I am \[agent name\], how can I help you?” 2\. “👋 Good \[morning/afternoon/evening\], how can I assist you today?” #### Delayed Response Message Use these messages if you can’t reply to your customers immediately. 1\. “Hi, \[customer name\], thank you for your message. We are currently away for the holidays until \[date\]. We will be in touch once we get back.” 2\. “👋 Thank you for your message. We are currently away for the long weekend. We’ll get back to you as soon as we return on Monday.” #### Inform Customers of Your Business Hours These templates are handy for quickly informing your customers about your business hours or alternate communication channels for urgent matters. 1\. “📆 We are open from Monday to Saturday (including public holidays), 9:00 a.m. to 9:00 p.m.” 2\. “Thank you for your message. Unfortunately, we are closed today. Our offices are open from Sunday to Thursday, 10:00 a.m. to 10:00 p.m. If you have urgent inquiries, please get in touch with our 🚨 emergency hotline at: \[number\]” #### Customer Service Templates: Answer Frequently Asked Questions Customer service response templates are perfect for answering frequently asked questions. Your agents will be able to use these canned messages to quickly reply to those questions. ![examples%20of%20customer%20service%20response%20templates%3A%20answer%20FAQs](https://images.ctfassets.net/ph8r57dk1q9w/4oPArlnOIEeaA9ejhRyz2A/644a7597e1671711dbdb1a4eae6fffe1/HowToCustomerServiceTemplate_Image04_2a3800c9a935b9e9254faf73271ba9b7.png) You can provide complete answers to the FAQs in the quick reply itself or link customers to external sources for additional details. 1\. “📍 Our headquarters is located at \[address\]” 2\. “Respond.io supports multiple channels like WhatsApp, Telegram and Facebook Messenger. Check out the full list of supported channels here: \[link\]” #### Schedule Appointments Customer service response templates can also be used to schedule appointments with your customers. 1\. “🗓️ We are happy to set an appointment with you! Please reply with your preferred date and time or select it from our calendar: \[link\]” 2\. “Hi, \[contact name\], thank you for reaching out. We would like to speak to you over the phone to discuss the issue further. Please reply with your preferred date and time and our agent will be in touch.” #### Send Order Tracking Messages A template message where you can quickly input the order tracking link is also handy for customers who want to know where their orders are. 1\. “Your order can be tracked here: \[link\]. If you have any issues regarding the delivery, please call our 24-hour hotline at: \[number\]” 2\. “Your order is on its way! If you’d like to track its location in real time, please visit: \[link\]” #### Return and Refund Policies Ensure that all your customers get the same message about your return policies to avoid any potential headaches from miscommunication. 1\. “✅ You can cancel your plan at any time, without additional charges. Simply get in touch with us and let us know you wish to do so.” 2\. “We have a no questions asked, full-refund policy ✅ Ship it back to us in the original packaging within 14 days of delivery and you’ll get your money back. For more information, check out our return policy here: \[link\]” #### Templates for Customer Service: Address Technical Issues Nobody likes being left in the dark regarding urgent or inconvenient matters. Use customer service response templates to keep customers updated on any technical issues you might be facing. ![examples%20of%20Customer%20service%20response%20templates%3A%20Address%20technical%20issues](https://images.ctfassets.net/ph8r57dk1q9w/7LydwAUcKfDyVBhAVDwbMv/2b101972cf02d1622d4876c438e52bba/HowToCustomerServiceTemplate_Image05_483ac6bce917e1610d08708c6d8370e0.png) Here are some examples of quick reply messages for technical issue updates: 1\. “⚠️ Our platform is currently undergoing scheduled maintenance and will be operational by 8:00 a.m on Tuesday, 07/02/2023. We apologize for any inconvenience caused 🙇” 2\. “💥 Oops! Our servers are currently facing some technical difficulties. We are already working on the issue and hope to be up and running in the next 12 hours. We apologize for any inconvenience caused!” #### Product Stock Update Customer service response templates are also great for updating customers about product stock. 1\. “Thank you for reaching out. \[Product name\] will be back in stock next week. To reserve a unit, visit our online store: \[link\].” 2\. “Hi \[customer name\], \[product name\] is currently in stock. Would you like to place an order?” #### Ask Satisfied Customers for a Review One way to learn if your customers are happy with your service is to remind them to leave your business a review after you’ve handled their inquiries. 1\. “🙏  We hope all your issues have been resolved! If you have any comments about your customer experience, please leave us a review at \[link\]. We look forward to serving you again.” 2\. “Thank you for contacting \[business name\]. If you have a minute, please leave a review of your experience with us at \[link\]. We appreciate and go through all feedback submitted 🙂” Customer service response templates improve and speed up the process of answering your customers, but if your business is having trouble keeping up with the volume of incoming messages, consider using customer conversation management software like respond.io Repond.io allows you to save dozens of [customer service quick responses](https://help.respond.io/workspace-settings/snippets) or even automate responses in its powerful [Workflows module](https://help.respond.io/workflows/workflows-overview). This frees up your agents' time, allowing them to focus on unusual or complex inquiries. Respond.io also supports [multiple channels](https://respond.io/blog/omnichannel-communication#toc-mobile-6), so you’ll be able to message all your customers on different apps without switching messaging platforms. Reuse the same templates across all channels without rewriting them. Interested? [Sign up for a free trial today](https://app.respond.io/user/register)! ### Further Reading If you found this article informative, here are some other posts that might be useful to you: - How to Send an Away Message for Business - What is CSAT? The Customer Satisfaction Process Guide - Chat Automation: How To Get Started ## [Enhance Customer Experience with an Omnichannel Communication Platform ](https:/respond.io/blog/omnichannel-communication) Curious about what omnichannel communication is? Then this blog is for you! We’ll explain everything you need to know about omnichannel communication and how a platform like respond.io can help your business. Curious about what omnichannel communication is or what an omnichannel communication platform does? Then this blog is for you! We'll explain everything you need to know about omnichannel communication and how a platform like respond.io can help your business. ### What is omnichannel communication? Omnichannel communication is a strategy where a business uses different channels to connect with customers while offering a consistent customer experience across every touchpoint. This strategy can be executed across offline channels like physical stores and online channels like messaging, social, voice and email. An omnichannel communication platform is the technology layer that makes this possible. It brings channels like WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email into one workspace, keeps customer context intact when conversations move between channels and helps teams convert and retain customers without forcing them to repeat information. Here's an example of what omnichannel communication might look like. A customer looking for a Wonder Woman costume finds your website via Google search. They chat with an agent to book a fitting appointment and then purchase the costume in-store, where they are asked to follow your Instagram page for a discount. When they realize there is a costume defect, they message the business on Instagram. The agent sees the earlier context and helps them without asking the same questions again. From this example, it is clear that the customer moves naturally between online and offline touchpoints. While the omnichannel communication concept is still confused with [multichannel communication](https://respond.io/blog/multichannel-communication), the difference becomes easier to see when both approaches are compared side by side. ![An%20image%20showing%20the%20omnichannel%20communication%20process%20from%20customers%20finding%20you%20on%20one%20platform%20to%20providing%20customer%20support%20on%20another](https://images.ctfassets.net/ph8r57dk1q9w/75YbjvEEtt5qUSSKnSLicz/fbdea4ed3db4d2103ed20361807615fa/ConceptsOmnichannelCommunicationImage01_bff609d495a31e194ad10f75a6fc952c.png) #### Differences between omnichannel communication and multichannel communication Omnichannel communication and multichannel communication have different goals and benefits in mind. A **multichannel communication** strategy simply means that a business is using multiple communication channels. Its primary focus is to have a presence wherever customers are. The channels involved function individually and are disconnected. For that reason, customers cannot continue a conversation or move from one channel to the next easily. | | Omnichannel Communication | Multichannel Communication | | --- | --- | --- | | Objective | To deliver a consistent customer experience across channels (Customer-centric) | To have a presence wherever customers are (Channel-centric) | | Strategy | Focuses on customer experience | Focuses on channel engagement | | Characteristics | • Involves multiple channels that customers use • Customer touchpoints and data are centralized | • Involves multiple channels that customers use • Touchpoints and data are disconnected from each other | | Channel connection | Channels are unified in one platform | Channels operate independently | | Conversation continuity | Customers continue conversations across channels | Customers restart conversations on each channel | | Customer context | Agents see full history from all channels | Agents see only current channel history | | Handoffs between teams | Context follows the customer automatically | Require manual context transfer | | Revenue impact | Higher conversion and retention from seamless experience | Higher drop-off when customers switch channels | An **omnichannel communication** strategy, on the other hand, means that you have multiple communication channels that are connected. This approach is more customer-centric as it focuses on delivering a consistent customer experience at every touchpoint. A successful omnichannel communication strategy involves a profound understanding of customers' needs paired with a platform to help businesses access customers' contexts and more. We'll discuss more on this later. To summarize, both strategies provide multiple touchpoints to customers. But the omnichannel communication strategy connects all the channels and eliminates communication gaps that come with a multichannel strategy. **Example: How Omnichannel Prevents Lost Sales** A lead messages your business on Instagram asking about product availability. They don't get a fast reply, so they switch to WhatsApp. In a multichannel setup, the WhatsApp agent has no idea the customer already reached out on Instagram—so they ask the same qualifying questions again. The customer gets frustrated and goes to a competitor. In an omnichannel setup, the WhatsApp agent sees the Instagram conversation, picks up where it left off, and closes the sale in one interaction. That is the difference between losing a lead and converting one. ### Why is omnichannel communication important for businesses? Today’s consumers [use multiple channels](https://hbr.org/2017/01/a-study-of-46000-shoppers-shows-that-omnichannel-retailing-works) throughout their lifecycles. They might browse your products on [Facebook Shop](https://respond.io/blog/facebook-pay#toc-mobile-4), follow you on [Instagram](https://respond.io/blog/instagram-business-chat) for updates and prefer to [chat](https://respond.io/blog/whatsapp-business) or [calls](https://help.respond.io/whatsapp/whatsapp-business-calling-api) over WhatsApp. While it’s easy to be available on multiple channels, [90% of customers want an omnichannel service](https://www.cxtoday.com/contact-centre/delivering-an-excellent-omni-channel-experience/). ![An%20image%20showing%20why%20businesses%20should%20adopt%20omnichannel%20communication](https://images.ctfassets.net/ph8r57dk1q9w/zo8xQr92zEWdcKIWevNQj/a83fe92e8939014e11fef186fea04a83/ConceptsOmnichannelCommunicationImage05_1d342cac656eafd7ecd43991fbde226f.png) It is also proven that companies with effective omnichannel strategies [retain 89% of their customers](https://www.invespcro.com/blog/state-of-omnichannel-shopping/) compared to the 33% retention rate for companies with weak omnichannel customer engagement. Understanding this, the number of companies investing in the omnichannel experience [has grown by 60% from 2012 to 2020](https://www.business2community.com/customer-experience/16-statistics-on-why-omnichannel-is-the-future-of-your-contact-center-and-the-foundation-for-a-top-notch-competitive-customer-experience-02326116). Now let’s look at how omnichannel communication benefits businesses that use multiple channels. #### Faster lead response drives higher conversion When all your channels feed into one inbox, agents can respond to leads in minutes instead of hours. [Research from the Lead Response Management Study and Harvard Business Review](https://www.copy.ai/blog/inbound-lead-response-time) shows that responding within five minutes makes you 21 times more likely to qualify a lead compared to waiting 30 minutes. Omnichannel eliminates the delays caused by checking multiple apps or missing messages on less-monitored channels. #### More touchpoints mean more revenue [Marketers using three or more channels in a campaign achieve a 287% higher purchase rate](https://www.omnisend.com/blog/omnichannel-statistics/) than those using a single channel. Omnichannel communication makes it easy to meet customers wherever they prefer—WhatsApp, Instagram, email, or web chat—without losing context between interactions. #### Consistent experience increases retention Companies with strong omnichannel strategies [retain 89% of their customers](https://www.invespcro.com/blog/state-of-omnichannel-shopping/), compared to just 33% for companies with weak omnichannel engagement. When customers do not have to repeat themselves and receive personalized responses, they are more likely to return and recommend your business. #### A single source of truth for customer information Customers want a united front of company representatives that are equipped with the same context and information. In fact, [65% of customers](https://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/research/salesforce-state-of-the-connected-customer-4th-ed.pdf) expect all company representatives to have the same information about them. This is especially true because customers dislike [re-identifying themselves and repeating their concerns](https://blog.hubspot.com/sales/live-chat-go-to-market-flaw) on each channel. Hence, businesses need a complete view of their customer’s journey to have a successful omnichannel communication strategy. #### B2C use cases by business type Omnichannel communication works differently depending on your business model. Here’s how it drives revenue in common B2C scenarios. **Ecommerce and Retail.** A shopper browses products on your website, asks a sizing question via web chat, then abandons their cart. With omnichannel, your team can follow up on WhatsApp with a personalized message and a discount code—recovering sales that would otherwise be lost. Post-purchase, order updates and return requests flow through the same conversation thread, increasing repeat purchase rates. **Travel and Hospitality.** A guest books a hotel room through your website, then messages on Instagram to request a late checkout. The front desk sees the full booking context and confirms instantly. After checkout, a WhatsApp message invites them to book their next stay with a loyalty offer. Unified conversations reduce booking friction and increase direct rebookings. **Education and Events.** A prospective student inquires about a course via Facebook Messenger, then calls to ask about payment plans. The admissions team sees the full conversation history and closes the enrollment without asking the student to repeat themselves. Post-enrollment, reminders and support flow through the student’s preferred channel, reducing drop-off. **Service-Based Consumer Brands.** A customer schedules an appointment via web chat, receives a confirmation on WhatsApp, and later messages on Instagram to reschedule. The service team handles all interactions in one thread, reducing no-shows and increasing upsell opportunities during follow-up conversations. ![An%20image%20showing%20how%20omnichannel%20communication%20works](https://images.ctfassets.net/ph8r57dk1q9w/66y0SHG6Cu5JSfps0ZaCmi/ccb1cf793fbb8600f251348b57bf2f8a/ConceptsOmnichannelCommunicationImage04_d8506c32d973d3f493abc685a058bf19.png) You need to consolidate customers’ information like personal data and conversation history into a single platform to provide a smooth, consistent experience. This is where an omnichannel communication platform comes in. An omnichannel communication platform provides businesses with a single source of truth for customer information by streamlining various channels into a single platform. This provides valuable insights into your customer journey for a consistent experience. #### Provide consistent customer experience with ease To maintain a consistent customer experience, all customer-facing teams must communicate according to their brand’s values and tone. While businesses can create messaging guides and templates to reflect these, personalizing them manually can be tiresome. Fortunately, with the help of an omnichannel communication platform, you can standardize your messages across channels using canned responses that are accessible with one click. These responses are automatically personalized. ![An%20image%20showing%20the%20benefits%20of%20adopting%20and%20using%20an%20omnichannel%20communication%20strategy%20and%20platform](https://images.ctfassets.net/ph8r57dk1q9w/C7dt04kgicY6wWrz9GC4O/e027acb62d40714d809b9c2341368018/ConceptsOmnichannelCommunicationImage06_f59a11e7419e9d05ff6be191a683331f.png) Not just that, but because all the channels are connected to one platform, you can execute your strategy simultaneously on each channel. As a result, you can provide a consistent customer experience while helping agents work more efficiently to provide high-quality assistance. ### What results businesses see from omnichannel communication The impact of omnichannel communication shows up directly in revenue metrics when teams fix a specific breakdown in customer conversations. [Colour My Plate](https://respond.io/customers/how-colour-my-plate-revamped-its-sales-operations-for-45-more-conversions) needed faster cross-channel coordination because slow replies and weak handoffs were limiting conversion. After unifying conversations on respond.io, the team improved collaboration across channels and achieved 45% more conversions, with first response times dropping by 40% and resolutions completing 91% faster. The result came from giving agents shared context and clearer ownership in one conversation flow. [Kleta](https://respond.io/customers/how-kleta-achieved-100-growth-with-high-quality-customer-service) needed to grow subscriber volume without letting service quality fall as conversations increased. By combining automated and human support across messaging channels, it doubled its subscriber base in just two months. The operational change was a faster, more consistent workflow that let the team handle demand without fragmenting conversations. [Praga Medica](https://respond.io/customers/praga-medica-recovers-70-percent-more-leads) needed to capture more lead data and respond faster across disconnected conversations. After consolidating all conversations into a single workspace, it captured 70% more lead contact data and cut first response times by 50%. Consultants could see full lead context from the first message, which improved follow-up and reduced information loss. For leaders choosing where to focus first, the pattern is clear: teams struggling with slow response times can learn from Colour My Plate, teams struggling with scale can look at Kleta and teams with weak lead capture or poor visibility can map closest to Praga Medica. ### How to implement omnichannel communication without disrupting sales Rolling out omnichannel does not have to slow down your team. Follow this step-by-step approach to launch quickly and protect revenue during the transition. #### Step 1: start with your highest-value channels Do not try to connect every channel at once. Begin with the one or two channels where most of your leads and customers already engage—typically WhatsApp, Instagram, or web chat for B2C businesses. Get those working smoothly before expanding. #### Step 2: centralize contact history before going live Import existing customer data and conversation history into your new platform. If contacts are scattered across spreadsheets, CRMs, and individual inboxes, consolidate them first. Agents need context from day one to avoid asking customers to repeat themselves. #### Step 3: set routing and automation rules Define how incoming conversations get assigned. Route by channel, inquiry type, or customer segment. Set up basic automations—welcome messages, lead qualification questions, and FAQ responses—so agents focus on conversations that need human judgment. #### Step 4: train the team on the unified inbox Block time for hands-on training before launch. Walk agents through the new workflow: how to view merged contact profiles, use canned responses, and hand off conversations between teams. A 30-minute session prevents most first-week friction. #### Step 5: track performance and adjust Monitor response time, resolution time, and conversion rate by channel once you’re live. Identify bottlenecks—slow routing, missing automations, or channels with low engagement—and adjust before scaling further. Rollouts usually fail because execution breaks before channel coverage does. The most common risks are: - Launching too many channels at once, which spreads agents thin and slows first response on the channels that drive most revenue. - Going live before customer history is centralized, which forces customers to repeat themselves and weakens conversion during handoffs. - Leaving ownership unclear across sales, marketing and support, which creates duplicated follow-up, inconsistent messaging and missed opportunities. - Using weak routing and quality assurance rules, which leaves high-intent or urgent conversations waiting too long and hurts retention. Teams that avoid these four issues usually protect revenue faster during rollout because each conversation has clear ownership, full context and a defined next step. At its most basic, an omnichannel communication system should allow you to: - Integrate multiple channels while supporting all of the channels’ features - Respond to customers regardless of the channel from a single platform - Automate simple tasks like quick replies that work across channels But if you are evaluating platforms seriously, look for these additional capabilities: **Unified Inbox.** All conversations from every channel appear in one place. Agents should not have to switch between tabs or apps to respond. **Persistent Customer History.** The platform should store and display the full conversation history for each contact, regardless of which channel they used. This prevents customers from repeating themselves and helps agents personalize responses. **CRM Sync.** Two-way integration with your CRM ensures that contact data, deal stages, and conversation notes stay updated in both systems. Without this, sales teams lose visibility into customer interactions. **Routing and Assignment.** Incoming conversations should be automatically routed to the right team or agent based on channel, inquiry type, customer segment, or agent availability. Manual assignment slows down response time. **Automation and AI.** Beyond quick replies, look for workflow builders, lead qualification bots, and AI-assisted responses that can handle routine inquiries and hand off complex cases to humans. **Reporting by Channel and Agent.** You need dashboards that show response time, resolution time, and conversion rate broken down by channel and by agent. Without this data, you cannot identify bottlenecks or prove ROI. **Scalability.** The platform should support adding new channels, agents, and automations without losing unified customer context or hitting plan limits that force expensive upgrades. If you’re looking for an omnichannel communication platform that supports all the features above and more, we suggest you give respond.io a shot. ### Top omnichannel communication platforms compared Before committing to a platform, compare the options that fit your team size, channel mix, and revenue goals. | Platform | Best For | Key Channels | Automation & AI | Starting Price | Key Limitation | | --- | --- | --- | --- | --- | --- | | respond.io | Mid-market B2C teams needing unified messaging | WhatsApp, Messenger, Instagram, Telegram, Viber, LINE, Email, Web Chat | Workflow builder, AI-assisted replies, lead qualification bots | Custom pricing based on contacts | Not suited for small businesses | | Trengo | SMBs wanting simple shared inbox | WhatsApp, Email, Instagram, Messenger, Voice | Basic automation rules | ~$19/user/month | Limited AI capabilities | | Sleekflow | Ecommerce brands focused on WhatsApp sales | WhatsApp, Instagram, Messenger, LINE | Flow builder, AI chatbots | Free plan or ~$199/month (3 users) | Weaker analytics | | Freshdesk Omni | Support-heavy teams needing ticketing | Email, Chat, Phone, WhatsApp, Social | AI-powered ticket routing | ~$29/agent/month | Less suited for proactive sales | | Intercom | SaaS and tech companies | Web Chat, Email, WhatsApp, SMS | AI chatbot (Fin), workflows | ~$39/seat/month | Expensive at scale | | Zendesk Suite | Enterprise support operations | Email, Chat, Voice, Social, WhatsApp | Answer Bot, routing automation | ~$55/agent/month | Complex setup, higher cost | > *"Prices are indicative and vary by plan and region, so buyers should verify current pricing with vendors before they shortlist."* Use the table above to build a shortlist, then pressure-test each option on the same five points: Best for, Pros, Cons, Pricing and Customer sentiment. That format helps buyers spot trade-offs faster before they spend time on demos. #### Respond.io **Best for:** Mid-market and growing B2C teams that need one place to [manage sales and support conversations](https://respond.io/blog/best-software-to-manage-customer-interactions) across WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email. **Pros:** Unified customer history across channels, AI Agents that qualify leads and route conversations, flexible automation for handoffs and follow-up. **Cons:** Works best when teams already know which channels and workflows drive revenue, so setup should follow a clear sales and support process. **Pricing:** Monthly Active Contacts (MAC) pricing. Starter starts at $99/month, Growth at $199/month, Advanced at $349/month and Enterprise is custom. A 7-day free trial is available. **Customer sentiment:** Buyers typically value the ability to keep context intact across channels and reduce manual work in qualification, routing and handovers. #### Trengo **Best for:** Teams that want a simple starting point for handling conversations across a few channels. **Pros:** Easy to understand, quick to trial and lower friction for basic workflows. **Cons:** Simpler automation and lighter artificial intelligence can become limiting once lead qualification, routing and handovers need more control. **Pricing:** User-based pricing can look affordable early on, but cost usually rises as more agents need access. **Customer sentiment:** Buyers often like the easy onboarding, but growing teams tend to look for more depth in automation and reporting. #### Sleekflow **Best for:** B2C brands that prioritize social and messaging-led selling. **Pros:** Strong fit for conversational selling on messaging apps and a straightforward setup for sales-first use cases. **Cons:** Analytics and broader cross-team visibility may be less mature when support, management reporting and deeper operational control become more important. **Pricing:** Tiered monthly plans can work early on, but buyers should confirm what happens as contact volume and user count grow. **Customer sentiment:** Buyers often value the sales focus, but want more clarity on long-term reporting and scale. #### Freshdesk Omni **Best for:** Teams with heavier service operations that want structured case handling. **Pros:** Familiar support workflows, organized case management and a strong fit for service teams. **Cons:** Sales follow-up and proactive conversation workflows may feel secondary, which creates friction for teams that manage revenue and support in the same platform. **Pricing:** Agent-based pricing can become expensive as service coverage expands across shifts, regions or brands. **Customer sentiment:** Buyers typically value the structure, but some find the setup less flexible for conversation-led sales motions. #### Intercom **Best for:** Digital-first teams that center customer conversations around website chat and email. **Pros:** Strong website engagement experience and mature conversation tools for inbound support and sales. **Cons:** Pricing often climbs with seat count and add-ons, which can make scale harder for growing B2C teams that need many agents across channels. **Pricing:** Seat-based pricing should be pressure-tested against expected team growth, channel expansion and artificial intelligence usage. **Customer sentiment:** Buyers often like the interface and chat experience, but are cautious about total cost as volume grows. #### Zendesk Suite **Best for:** Large support environments that prioritize structured service operations across many agents. **Pros:** Broad support capabilities, strong governance and familiar workflows for service-heavy teams. **Cons:** Setup can be heavier, and the platform may be more than a mid-market B2C team needs if the goal is faster lead response, sales conversion and context-rich messaging. **Pricing:** Agent-based plans and add-ons can increase total cost quickly when teams need voice, social channels and advanced reporting. **Customer sentiment:** Buyers often trust the maturity of the support stack, but weigh that against complexity, rollout effort and ongoing cost. ### How to choose the right omnichannel platform ##### 1\. Map the channels that actually drive revenue Start with the channels that already influence lead capture, qualification, conversion and retention. Buyers should prioritize platforms that support those channels natively and preserve one customer history when a contact moves between them. **Questions to ask:** - Which channels are native, and which rely on limited connectors? - Can the platform keep one contact record when a buyer moves from TikTok or Instagram to WhatsApp, email or voice? **Red flag:** If a vendor calls itself omnichannel but each channel still behaves like a separate inbox, customer context will fragment and follow-up speed will drop. ##### 2\. Verify CRM and sales tool integration A platform should do more than push contact data one way. Mid-market B2C teams need conversation history, lifecycle stages, notes and deal activity to stay aligned between the platform and the CRM. **Questions to ask:** - Can the team update lifecycle stages, create deals or support tickets and sync notes without leaving the conversation? - What data is two-way, and what still needs manual work? **Red flag:** If integration depends on exports, manual copy and paste or one-way sync, sales and support teams will lose visibility fast. ##### 3\. Test automation and artificial intelligence capabilities in a demo Automation should remove manual work that slows lead response and limits team capacity. Buyers should ask vendors to show AI Agents and workflows handling real tasks such as lead qualification, lifecycle updates, routing by intent, escalation of high-value opportunities and handover summaries. Questions to ask: - Can AI Agents qualify leads, update lifecycle stages, trigger workflows, route conversations by intent, escalate high-value opportunities and generate summaries for handovers? - How much repetitive work still needs manual assignment, tagging or follow-up? Red flag: If the artificial intelligence only drafts replies or answers simple questions, the team will still carry the manual burden of qualification, routing and handovers. ##### 4\. Evaluate agent productivity and manager visibility A platform should help each rep handle more conversations without losing speed or context. Buyers should test whether all conversations stay in one workspace, whether full customer history appears instantly and whether managers can see workload, stalled conversations and assignment bottlenecks in real time. Questions to ask: - Can agents work across channels without switching tabs or rebuilding customer context? - Can the platform assign conversations automatically based on intent, team or availability? - Can managers see who is overloaded, which conversations are stuck and where handoffs are slowing down? Red flag: Every manual handoff, app switch or delayed assignment reduces speed-to-lead and limits how far the team can scale without adding headcount. ##### 5\. Confirm scalability without fragmenting context Scale is not only about adding more users. It is about adding channels, teams, automations and customer volume without breaking the customer record or creating separate systems for sales and support. Buyers should also test whether the platform is built for the way B2C communication is shifting. A future-ready platform should support mobile-first channels, offer native voice escalation and let AI Agents qualify leads, route by intent, update lifecycle stages and hand over high-value conversations with full context. If every new channel forces the team to rebuild workflows or split customer history, conversion will drop as buyer behavior changes. **Questions to ask:** - What happens when the business adds new agents, brands, channels or workflows? - Does the platform keep one conversation thread, or does scale require separate workspaces and extra admin work? - Can the team move a customer from TikTok or Instagram to WhatsApp, email or voice without losing the record or rebuilding the process? **Red flag:** If pricing or product limits force the business to split teams, channels or automation into disconnected setups, or if new channels require workarounds that break customer history, the customer experience will stop feeling unified. ##### 6\. Understand total cost, not just subscription price Subscription price is only one part of the buying decision. Buyers should compare how pricing behaves as contact volume, headcount, channels and automation needs grow. **Questions to ask:** - Is pricing tied to seats, agents, channels, automation limits or Monthly Active Contacts? - What happens to cost when the team adds more agents across sales and support? - Are voice, advanced reporting or AI charged separately? **Red flag:** If the headline price looks low but each new agent, channel or add-on increases cost sharply, growth will be penalized. This is where pricing structure matters — per-seat or per-agent models can get expensive as the team expands, while respond.io uses Monthly Active Contacts (MAC) pricing, which aligns cost more closely with active customer demand than with headcount alone. ##### 7\. Verify security, compliance and access control Senior buyers do not need deep technical detail, but they do need proof that customer data can be protected across messaging, social, voice and email without slowing daily operations. Ask vendors for documented security standards, clear data handling policies and audit trails that show who accessed or changed customer information. Questions to ask: - Are security practices and compliance commitments documented and easy for the buyer team to review? - Can access be controlled by team, role or function so sales and support only see what they need? - Is there a clear record of conversation activity, customer data changes and admin actions? Red flag: If security answers are vague, access controls are limited or data handling depends on manual workarounds, rollout risk goes up and customer trust can drop. ##### 8\. Assess vendor partnership and rollout support The right platform should help the team go live quickly, not leave operations to figure everything out after the contract is signed. Buyers should test who owns onboarding, what migration work is required and how the vendor supports new channel requests or process changes after launch. Questions to ask: - Who leads onboarding and migration, and what internal technical resources are required? - How quickly can core sales and support workflows go live on the channels that matter most? - How does the vendor handle new channel requests, routing changes or reporting needs after rollout? Red flag: If onboarding is vague, migration depends on heavy internal development or post-sale support is slow to adapt the setup, time-to-value will slip and revenue gains will take longer to show. A pricing model changes how fast cost rises when a team adds people, channels and automation. Per-seat and per-agent pricing can punish growth because every new sales rep, support agent or shift adds cost even when customer demand stays flat. Tiered plans can look simple early on, but buyers should check what happens when usage crosses a limit, especially for channels, artificial intelligence, reporting or automation. Usage-based pricing can align better to demand, but it still needs pressure-testing if voice, onboarding, CRM sync or implementation support are billed separately. Respond.io uses Monthly Active Contacts (MAC) pricing, so cost scales with active customer demand rather than headcount alone. Over 12 months, CEOs, Marketing Managers and Sales Managers should compare the full cost of channel add-ons, voice, artificial intelligence, reporting, onboarding and CRM sync before they judge any subscription price. #### Omnichannel platform cost factors to evaluate | Cost Factor | What to Check | Revenue Impact | | --- | --- | --- | | Per-seat fees | Monthly cost per agent or user | Affects team scaling—high per-seat costs limit how fast you can add sales reps | | Messaging volume charges | Fees per WhatsApp conversation, SMS, or message sent | Can spike costs during campaigns or peak seasons if not capped | | Channel add-ons | Extra fees for voice, email, or specific messaging apps | May force you to leave high-converting channels disconnected | | Automation limits | Caps on workflows, bots, or triggers per plan | Restricts lead qualification and routing at scale | | Onboarding and setup | One-time implementation or migration fees | Delays time-to-value if setup is complex or expensive | | Integration charges | Fees for CRM sync, API access, or custom connectors | Broken integrations mean lost sales context and manual workarounds | | Analytics add-ons | Extra cost for advanced reporting or dashboards | Without attribution data, you cannot prove ROI or optimize | When comparing vendors, request a total cost of ownership estimate for your expected team size, message volume, and channel mix over 12 months. The cheapest subscription often is not the cheapest solution. ### Using respond.io omnichannel communication platform: quick wins Now that you know everything about omnichannel communication, let’s look at how respond.io can help with your omnichannel communication strategy. #### Connect any channel to respond.io respond.io is a customer conversation management platform built for mid-market and growing B2C businesses. It supports WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email so teams can capture leads, follow up faster, close sales and retain customers from one place. It supports all popular messaging apps, including [WhatsApp](https://respond.io/blog/whatsapp-business), [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [LINE](https://respond.io/blog/line-official-account) and [Viber](https://respond.io/blog/viber-for-business), and has an omnichannel chat widget for them all. It also has a QR code generator to bring customers and leads from physical stores into your messaging inbox. #### When to use each channel | Channel | Best Use Case | Revenue Goal Supported | When Not to Rely on It Alone | | --- | --- | --- | --- | | WhatsApp | High-intent sales conversations, order updates, support | Lead conversion, repeat purchases, fast resolution | Regions where WhatsApp adoption is low | | TikTok | Engaging younger audiences, responding to viral product interest and campaign interactions | Top-of-funnel lead capture, brand engagement, social commerce | Older audiences or in regions where TikTok is not popular | | Instagram DM | Engaging social followers, responding to story replies and comments | Lead capture from social, brand engagement | Complex support cases requiring long threads | | Facebook Messenger | Responding to ad clicks, page inquiries, and comments | Lead qualification from paid campaigns | Audiences that prefer other messaging apps | | Telegram | Tech-savvy audiences, community updates, broadcast messages | Engagement in markets with high Telegram adoption | Regions where Telegram is less common | | Viber | Sales and support in Eastern Europe, Southeast Asia, and Middle East | Localized customer engagement | Markets where Viber is not widely used | | LINE | Japan, Taiwan, Thailand, and Indonesia markets | Regional lead conversion and support | Outside LINE’s core markets | | Email | Formal communication, documentation, longer-form updates | Nurturing, transactional confirmations | Time-sensitive conversations requiring instant replies | | Web Chat | Capturing website visitors, answering pre-purchase questions | Lead capture, reducing bounce rate | Visitors who leave before chat loads | | Voice | Complex issues, high-value sales, escalations | Closing high-ticket deals, resolving sensitive issues | Routine inquiries better handled via messaging | The right channel mix depends on what each channel is best at: - WhatsApp is usually the strongest channel for high-intent conversations, lead qualification, follow-up and post-purchase updates. - Instagram and TikTok are strong for discovery-driven conversations that start from content, ads or comments and need a fast move into direct messages. - Facebook Messenger works well for inquiries from pages and paid campaigns. - Telegram, LINE, Viber and WeChat matter most when customer adoption is high in the markets a business serves — treat them as regional revenue channels rather than optional extras. - Email is best for formal confirmations, documents and longer updates that customers may need to reference later. - Voice calls are the right escalation when a conversation is urgent, emotionally sensitive or high value — a sales team may move a complex purchase from WhatsApp to voice, or a support team may escalate a frustrated customer from Instagram or Messenger to resolve the issue faster. The main requirement is continuity. When channels are connected in respond.io, teams can move a customer from TikTok to WhatsApp, from email to voice or from Instagram to Facebook Messenger without losing context. Businesses can also connect custom channels and sync data with their CRM so lifecycle stages, deal updates and support activity stay aligned across every conversation. ![A%20screenshot%20of%20the%20various%20channels%20you%20can%20connect%20respond.io%20to](https://images.ctfassets.net/ph8r57dk1q9w/6f1Vi3h5hvZq86HzaTEgyN/e90190757cbda8fce7800b5df18d2962/ScreenShot2022-11-23at9_56_16AM_5126c53cc6e9d32b149d498d0ff9886c.png) Businesses can even connect [custom channels](https://help.respond.io/channels/custom-channel) and their CRMs with respond.io. This will allow them to exchange information between any messaging channels with their CRMs or custom channels. For instance, you can update customer data in CRMs and on respond.io simultaneously, and [create deals](https://help.respond.io/sales-use-case/using-respond-io-to-create-deals-in-a-crm) or [support tickets](https://help.respond.io/support-use-case/create-tickets) while chatting with customers to record these events on both platforms as part of a consistent customer story. #### One conversation thread for one contact As mentioned earlier, customers will try to contact businesses over multiple channels, and they expect businesses to know their previous conversation history no matter which channels their past chats took place on. ![A%20screenshot%20of%20the%20Inbox%20Module%20of%20respond.io%20showcasing%20the%20contact%20merge%20feature](https://images.ctfassets.net/ph8r57dk1q9w/4usOb16e93oLzMcleR0o6U/2033ccf769262880c2fa2c52e0ec7459/FacebookMessengerCSblog_41e384b20878fd58ed525683d98d7823.png) To help you get a comprehensive view of a customer, respond.io allows you to [merge all Contact details](https://respond.io/blog/merge-contacts#toc-mobile-0) and conversation history across channels into a unified profile. This way, a customer’s conversation will be in one thread, preventing siloed conversations. It also allows customers to continue a conversation from one channel to another without having to repeat background information. This will help agents understand customers’ contexts immediately and select the most effective way to help them. #### Supports multiple use cases Respond.io has all the tools you need to [conduct conversational marketing](https://respond.io/blog/what-is-conversational-marketing), sales and support on various channels. For marketing, businesses can use the respond.io [broadcast tool](https://help.respond.io/broadcasts/sending-a-simple-broadcast) which allows you to segment Contacts into different audiences to send targeted broadcast messages. You can send broadcasts on channels like [WhatsApp](https://respond.io/blog/whatsapp-broadcast), [Facebook Messenger](https://respond.io/blog/facebook-messenger-broadcast) and [Viber](https://respond.io/blog/viber-bulk-message) with different types of content like images, videos and more. Respond.io also enables you to standardize 1:1 messaging across all channels with canned responses. ![A%20screenshot%20of%20setting%20up%20a%20new%20broadcast%20message%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4RIYhDAEqrNyLLf9Ny2n78/fb5a6b28cba41e664d00b95667634ea3/ScreenShot2022-11-24at3_18_08AM_a6eca10b6d69cf82ff7282eb2601771b.png) Besides that, businesses can automate repetitive sales and support tasks with [Workflow Templates](https://respond.io/blog/september-2022-updates-whatsapp-cloud-api-and-new-features-on-workflows#toc-mobile-2) or build Workflows from scratch. This includes automation for [lead qualifying,](https://respond.io/blog/question-bot) [answering FAQs](https://respond.io/blog/inbound-conversations), [routing](https://help.respond.io/support-use-case/route-customers) and [assigning](https://help.respond.io/support-use-case/auto-assign-customers) customers and more. ![A%20screenshot%20of%20the%20Workflows%20automation%20builder%20templates](https://images.ctfassets.net/ph8r57dk1q9w/6SadhJOw7UfOyBCWGDHLIn/50360150db018aef8d1e4f466dd817ff/ScreenShot2022-11-24at3_17_19AM_7ad43df6d6c68b1b378efde797497679.png) In addition, businesses can measure the success and quality of customer support by sending a [customer satisfaction (CSAT) survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) or by tracking individual or team performance. #### Monitor performance with reports and analytics Businesses can use respond.io’s [Reports and Analytics](https://help.respond.io/support-use-case/reporting-for-support#analyze_support_trends_and_track_team_and_agent_performance_in_the_reports_module) to keep track of agent workload and productivity, conversation progress and resolution time. The [supervisor dashboard](https://help.respond.io/support-use-case/supervising-your-agents) allows managers to identify conversations that have been on hold or unresolved for too long and monitor agents in real time. ![A%20screenshot%20of%20the%20Reports%20Module%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/vNR0WFWT29HWzUjwAATiG/7d9ab5f1a8362313338836146fffb8e6/Screenshot2022-10-21at11_12_39AM_13fe40b3a0165084068726de9a199923.png) Managers can see their teams’ efficiency, analyze the areas they are lacking in and work towards improving their performance. Lastly, they can carry out all their tasks anywhere with the respond.io mobile app. It is available on [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. ### Further reading Need inspiration to kickstart your omnichannel communication journey? Have a look at our customer success stories! - Sports Center Los Naranjos Gained 20% More Conversions from Sales Inquiries - Kleta Achieved 100% Growth with High-Quality Customer Service - Colour My Plate Revamped Customer Conversations for 45% More Conversions ## [Escalation Management: A Guide to Customer Escalation](https:/respond.io/blog/escalation-management) Efficient support escalation helps boost customer satisfaction. In this article, we'll walk you through the steps of designing an escalation management framework. Efficient support escalation helps reduce resolution time and boost customer satisfaction. In this article, we’ll cover the basics of customer escalation, including what is escalation in customer service and how to handle client escalation with different methods. Plus, we’ll walk you through the steps of designing an escalation management framework. You’ll also find a list of escalation management best practices. ### Customer Escalation Management: The Basics Customer escalation or support escalation happens when a customer's support request is raised to another person or department. It most commonly occurs when first-level agents fail to solve a customer's issue to satisfaction. Customer escalation is also warranted when an issue cannot be resolved within the timeframe indicated in the service-level agreement (SLA). An SLA is a contract between an end-user and a company that outlines the minimum expected service requirements. Support escalation should be carefully managed regardless of the reason behind it. #### Why Customer Escalation Management Matters There are many benefits to having effective customer escalation management. For starters, it reduces resolution time. In a well-planned escalation, a query will be promptly transferred to the person who is best equipped to answer it. Plus, effective support escalation management boosts [customer satisfaction](https://respond.io/blog/csat-customer-satisfaction-score) [(CSAT)](https://respond.io/blog/csat-customer-satisfaction-score) scores. An efficient escalation process will restore customers' confidence in your brand when things go awry. ![This%20is%20an%20image%20that%20shows%20the%20benefits%20of%20using%20a%20shared%20inbox%20for%20management%20escalation%20With%20shared%20inbox%20escalation%2C%20your%20team%20can%20collaborate%20seamlessly%20on%20an%20escalated%20case%20through%20internal%20comments.%20Using%20the%20automation%20functionality%20on%20a%20shared%20inbox%2C%20you%u2019ll%20be%20able%20to%20keep%20customers%20in%20the%20loop%20by%20sending%20them%20real-time%20updates%20as%20your%20team%20works%20towards%20a%20resolution.%20Find%20out%20what%20is%20escalation%20process%20and%20learn%20more%20about%20support%20escalation%20management%20in%20the%20blog.](https://images.ctfassets.net/ph8r57dk1q9w/2oIlGz3cmhnWN1s9NFkUdC/79da78f8a67f210734b3ee955867bc19/SupportEscalationImage02_bc7de8567fcc050e19ddcd4de907a2d9.png) Not all companies need support escalation management, such as businesses that treat [customer support as a cost center](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-6). However, escalation management is essential to any company that views [customer support as a competitive advantage](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-7). Before delving into escalation management, let’s learn about the different types of customer escalation. #### Types of Customer Escalation There are two types of customer escalation — functional and hierarchical. Functional escalation involves transferring a query to another department with the expertise to handle the issue. For instance, the payment support team is best positioned to handle a refund-related issue. ![This%20is%20an%20image%20showing%20the%20diferent%20types%20of%20customer%20escalation.%20There%20are%20two%20types%20of%20customer%20escalation%20%u2014%20functional%20and%20hierarchical.%20Functional%20escalation%20involves%20transferring%20a%20query%20to%20another%20department%20with%20the%20expertise%20to%20handle%20the%20issue.%20By%20contrast%2C%20hierarchical%20escalation%20takes%20place%20when%20a%20query%20is%20transferred%20to%20another%20agent%20with%20more%20experience%20handling%20the%20issue.%20Check%20out%20the%20blog%20for%20more%20information%20on%20escalation%20management%20process](https://images.ctfassets.net/ph8r57dk1q9w/1K1LJ8tZzMjBJE7DPnz290/944420a2388217f2a04140a7846ea676/SupportEscalationImage01_ec0db1266c67039dbb7d88b2d2cd76a0.png) By contrast, hierarchical escalation takes place when a query is transferred to another agent within the department who has more experience in handling the issue. ![This%20is%20an%20image%20that%20shows%20how%20hierarchical%20escalation%20%2C%20a%20type%20of%20customer%20escalation%2C%20works.%20Typically%2C%20hierarchical%20escalation%20consists%20of%20four%20escalation%20levels%2C%20ranging%20from%20Level%200%20%28L0%29%20to%20Level%203%20%28L3%29.%20The%20higher%20the%20escalation%20hierarchy%2C%20the%20more%20complex%20the%20query%20being%20addressed.%20Read%20the%20blog%20to%20learn%20more%20about%20support%20escalation%20and%20escalation%20management%20process%20flow.%20You%u2019ll%20find%20answers%20to%20questions%20like%20what%20is%20an%20escalation%20process%20and%20what%20is%20escalation%20management](https://images.ctfassets.net/ph8r57dk1q9w/2WA87hfDfwa6ch6NHTKctQ/b1661c28fda14dd259f9d9c9ef3c5b08/SupportEscalationImage021_e7b1ebb4fc924cc4e896cd54fde06d71.png) Hierarchical escalation spans from Level 0 (L0) to Level 3 (L3) — the higher the escalation, the more complex the issue addressed. Now that you’ve learned how functional and hierarchical escalations work, let’s take a look at the different approaches to handling escalations. #### Shared Inbox Escalation: A Better Alternative to Traditional Escalation To escalate a support email, agents usually forward it to another person. However, there is no visibility into the status of a case once it has been handed off and agents can't check on the resolution progress as a result. Moreover, the traditional escalation method lacks advanced features like automation. For instance, it's not possible to send real-time updates to your customers through automated messages. ![Benefits%20of%20using%20a%20shared%20inbox%20for%20handling%20escalations](https://images.ctfassets.net/ph8r57dk1q9w/70fJaumoeU2z6ds3Kds7vC/218d91d329426e7b02b9c01d52a8e5b9/SupportEscalationImage03_81c2a07f130a520a9d153d33f596007b.png) A shared inbox solution like respond.io helps you overcome these challenges. Resolution progress can be tracked from a single place throughout the escalation process and agents can collaborate seamlessly by tagging another team member with [internal comments](https://docs.respond.io/contacts/contact-activity#comments). To keep customers in the loop, you should [send real-time updates](https://docs.respond.io/workflows) to customers as your team works towards a resolution. This can be achieved using the [automation functionality](https://respond.io/blog/november-2021-release-workflows-module-and-send-message-templates-via-messages-api#toc-mobile-0) within respond.io's shared inbox. Next, we’ll walk you through the process of developing a customer escalation management framework on respond.io. ### How to Design a Customer Escalation Management Framework on Respond.io Here, we’ll walk you through the process of planning customer escalation management on respond.io. Before you start planning, define the conditions in which agents should escalate a case. For example, SLA violations should always be escalated. **1\.** [Set up teams](https://docs.respond.io/workspace-settings/teams#adding-a-team) that handle different levels or functional divisions of customer escalation. Having multiple teams with specialized roles will help resolve issues faster and increase the efficiency of your customer service escalation process. ![](https://images.ctfassets.net/ph8r57dk1q9w/6rcy3PDkIpH0jugALnQEWV/3daef9efd689794b860bbdeb0ec2cccf/workspaces-add-team.jpeg) 2\. Configure your AI Agent to handle inbound chats and escalate them when needed. Here's some guidance to get started: - To make things easier, consider using an AI Agent template as a starting point. Choose between Receptionist, Sales Agent and Support Agent. - Customize your AI Agent further — what it does, and who it interacts with. Most importantly, upload your knowledge sources to train it as if it was a human agent. - Last off, don't forget about your escalation pathway. Add the escalation logic indicating when and who to scale. ![](https://images.ctfassets.net/ph8r57dk1q9w/637gOboA95q4GYUDpvXXqC/b0faef37bd148b34962120eb742b93ba/ai_agent_-_action_assign.png) 3\. Test your AI Agent to spot undesired outcomes and refine your escalation strategy. ![](https://images.ctfassets.net/ph8r57dk1q9w/4cElEWZtTu7VaFk5C7DbHt/4837cb1f639a9bf83ebbeb13191edae2/test_ai_agent_panel-1.png) While AI Agents are a very effective frontline, it's always advisable to have a manual escalation button. When clicked on, agents can choose the appropriate department to escalate the case to. Then, they will be prompted to add a summary to help their teammates understand the context of the issue. If you are currently handling tickets on Zendesk or Jira Service Desk, you can integrate the CRM with respond.io and create a Shortcuts button that generates new tickets on those platforms. [Learn more about Shortcuts here.](https://docs.respond.io/workflows/triggers#trigger-shortcut) Need help designing an escalation management framework on respond.io? [Our support team is ready to help](https://respond.io/contact). Read on for tips and tricks to make the most of your escalation process. ### Customer Escalation Management: Best Practices Managing customer escalation is not an easy feat. Thankfully, we have put together a list of best practices to help you manage customer escalation successfully. #### Get Everyone in Your Company on the Same Page To ensure smooth customer escalation, encourage everyone in your company to familiarize themselves with the escalation management plan. Your team should know their roles in the escalation process and to whom to escalate a query. #### Train Support Agents to be Empathetic It’s good practice to equip your agents with soft skills like empathy. By putting yourself in the customer’s shoes, they’ll feel that you genuinely care for them and understand their concerns. #### Consider a Customer’s Value Before Offering Compensation Customers may seek compensation after an escalation. Before extending a compensation offer to a customer, review their spending history to assess their value to your company. Generally, high-value customers are more valuable to retain and compensation should be considered. #### Adopt an Omnichannel Solution for Effortless Escalation Management Managing escalations on multiple platforms can be a real hassle. An omnichannel solution like respond.io allows [handling customer escalations from different channels on one unified platform](https://respond.io/integrations). #### Close Each Support Escalation Within 30 Days Escalations involving complex issues usually take longer to resolve. That said, escalations that take too long will feel like a real hassle to your customer. Ideally, you should complete an escalation within a maximum of 30 days. #### Minimize the Number of Transfers in an Escalation Too many transfers can lead to a disjointed customer experience. You should aim to resolve things at the early stage. Provide further training for low-level agents to empower them to resolve common inquiries without relying on escalation. #### Collect Customer Feedback After Support Escalation is Complete To gauge the effectiveness of your escalation process, [ask your customers](https://respond.io/blog/question-bot) how satisfied they are with the way their issue was handled. The feedback can be used to improve your customer escalation management plan. ### Further Reading Support escalation is an integral part of the customer service experience and should be carefully planned for. We hope this article has given you some insight into support escalation management. If you are interested in using messaging apps for customer support, check out these articles: - What is Business Messaging - How to Use WhatsApp for Support - Best Messaging Apps for Business ## [Everything You Need to Know About WhatsApp Voice Call](https:/respond.io/blog/whatsapp-voice-call) Learn how WhatsApp Voice Call works, its key benefits, use cases and how businesses can leverage it for better communication and customer engagement. WhatsApp voice calls have made customer communication more seamless, enabling businesses and customers to connect in real-time from anywhere in the world. But how can businesses make the most of this feature? This blog breaks down everything you need to know about WhatsApp voice calls, its benefits, key use cases and how to access the new WhatsApp Business Calling API. ### What Is a WhatsApp Voice Call? WhatsApp voice call is a feature that allows customers and businesses to make high-quality audio calls over WhatsApp, eliminating traditional phone call charges. Unlike regular phone calls, WhatsApp voice calls rely on an internet connection, offering flexibility, cost efficiency and more. WhatsApp Calling delivers voice over the internet like [traditional VoIP,](https://respond.io/blog/voip-crm-integration) but it works directly inside WhatsApp where conversations already happen. There is no complex setup, no switching between tools and no cost for inbound calls. ### Everything You Need to Know About WhatsApp Voice Calls In this section, we’ll detail everything you need to know about making calls on both the Business App and API. #### On the WhatsApp Business App Making calls using the WhatsApp Business App is straightforward. You can call any number in your contact list without any costs. All you need is an internet connection and you’re good to go. For businesses using the WhatsApp Business App to communicate with customers, making a voice call is easy. All you have to do is click on the call icon at the top right corner of the chat inbox to call customers and customers can do the same on their WhatsApp App. There are no restrictions or limitations involved, unlike the API. #### On WhatsApp Business API Businesses can have access to this feature only through a few selected WhatsApp Business Solution Providers like respond.io. To make calls using the WhatsApp API, there are 3 main things you should know: The type of calls, the availability of WhatsApp business calling API in your region and how calls are charged. Let’s dive into each of them. ##### WhatsApp Business Calling API: Types of Calls The WhatsApp business calling API supports two types of calls: - Outbound Calls (Business-Initiated): Calls initiated by the business, which require user permission beforehand. - Inbound Calls (User-Initiated): Calls initiated by the customers to a business. Now, let’s look at how these calls work. ###### **How WhatsApp Voice Calls Work: Business-Initiated Calls** To initiate a call, businesses must send a permission request during an active Marketing, Utility, Authentication, Service or Free Entry Point conversation. ![This%20image%20shows%20how%20WhatsApp%20business%20calling%27s%20business-initiated%20calls%20work](https://images.ctfassets.net/ph8r57dk1q9w/1FexeX41wTJtAGWrVS9ccy/791ca11080993b160352e7f55717d757/WhatsApp_Calling_Announcement_-_Image_1.png) - A business can send up to one permission request within 24 hours and two permission requests over seven days. - These limits reset once a call between the business and the customer is successfully connected. - After the contact grants permission, the business must make the call within 72 hours. ###### **How WhatsApp Voice Calls Work: User-Initiated Calls** ![This%20image%20shows%20how%20WhatsApp%20business%20calling%27s%20user-initiated%20calls%20work](https://images.ctfassets.net/ph8r57dk1q9w/14rTb5zZd0KHXZI7kmOzqR/742e3573d17b9ff6416a86823018733c/WhatsApp_Calling_Announcement_-_Image_2.png) User-initiated calls are straightforward. Customers can start a call by clicking the call button in their WhatsApp app, through deep links embedded on business websites, apps or QR codes or via [interactive messages](https://respond.io/blog/whatsapp-interactive-message) with a click-to-call action. Businesses can choose to accept or decline these calls. ##### Who can use WhatsApp Business Calling API? Starting from July 15, WhatsApp Business Calling API is globally available. Businesses already using WhatsApp messaging with at least one verified sender/number can now enhance their communication capabilities by adding voice calls. To leverage this feature effectively, businesses should have clear inbound and outbound calling use cases, such as: - Resolving customer service escalations - Conducting complex sales or marketing calls - Utility calls for last-mile communication, such as customers calling delivery drivers to confirm or adjust orders. ##### WhatsApp Business Calling API Pricing Calls via the API are charged based on various factors. Here’s a breakdown: - Call Type: The charges vary based on the type of call, business-initiated or user-initiated. User-initiated calls are free, whereas business-initiated calls aren't. - Region: Costs vary depending on the country code of the customer calling or being called. - Usage-Based Rates: Rates are time-based and calculated per second. Now that you know everything about WhatsApp voice calls, let’s explore how respond.io WhatsApp Business API Calling can benefit your business. ### 4 Benefits of WhatsApp Voice Calls WhatsApp voice calls on respond.io offer several advantages that enhance business communication, improve customer engagement and streamline operations. Here’s how businesses can benefit: #### 1\. Built-in voice calling without the learning curve Let customers call from WhatsApp—the app they already trust—while your team answers from respond.io's inbox. No extra tools, training, or context switching needed. It’s just a natural extension of the conversation. #### 2\. No-cost voice calls for inbound calls Customer-initiated calls are 100% free for your business—no per-minute fees or call charges. Save budget while staying reachable to more customers. #### 3\. The fastest way to talk to a business Customers can call you with one tap, straight from the chat. No app switching, no copy-pasting numbers. Your team picks up the call in the same interface from which they message. #### 4\. Global availability, instant access The WhatsApp Business Calling API is now available globally, except in countries under sanctions or with government restrictions (like Saudi Arabia). If WhatsApp works in your country, so does calling—no delays, no telecom barriers. Customers around the world can call you instantly and for free, making it ideal for global brands and remote teams. Next, let's explore how you can use WhatsApp voice calls. ### WhatsApp Voice Call Use Cases WhatsApp voice calls can be used in various scenarios to enhance business operations and customer interactions. Below are some of the key ways businesses can use WhatsApp calls effectively. ![This%20image%20shows%20the%20use%20cases%20of%20WhatsApp%20voice%20calls](https://images.ctfassets.net/ph8r57dk1q9w/4339U96y0Y1VW076Q24yzj/9b01b4064713ff743e607ff5ba4ebe21/WhatsApp_Voice_Call_-_Image_2.png) #### Lead Generation and Nurturing WhatsApp voice calls enable businesses to connect with potential customers when their interest is at its peak. When a prospect reaches out or shows curiosity about a product or service, a quick call can help businesses capture their attention, clarify questions and establish trust. This immediate engagement ensures leads don't lose interest or move on to competitors. If a lead needs more time to decide, businesses can schedule follow-up calls to provide additional guidance, build trust and nurture the relationship through the sales funnel. As a result, businesses can enhance lead confidence and increase the likelihood of conversion. #### Sales and Consultations For businesses offering products or services that require personalized consultations, WhatsApp voice calls enable seamless one-on-one engagement. Sales teams can provide tailored product recommendations, address specific customer needs and resolve objections in real time. This immediacy accelerates the decision-making process, allowing leads to move confidently toward conversion. At the same time, businesses can foster trust and rapport, creating stronger relationships and driving higher success rates in closing deals. #### After-Sales Service Enhancing customer loyalty goes beyond the point of sale. With WhatsApp voice calls, businesses can offer seamless after-sales support, such as troubleshooting, maintenance scheduling or feedback collection. This level of service strengthens customer relationships and encourages repeat business and positive word-of-mouth referrals. ### How to Get Started with WhatsApp Business Calling API Respond.io is one of the few WhatsApp Business Solution Providers (BSPs) that offers access to the WhatsApp Business Calling API. On top of that, it enhances calling with AI Agents that automatically handle inbound WhatsApp calls — greeting customers, collecting key details, and answering frequently asked questions before handing off to a human agent when needed. To get started, [try respond.io for free](https://app.respond.io/user/register?lang=en&_gl=1*nfpnna*_gcl_au*NjQxOTEzMDQxLjE3NDQ2MzQ0MzM.) or [reach out to our sales team](https://respond.io/demo) for a plan that best suits your business needs. ### Further Reading If you found our article helpful, you should check out the following: - How to Upgrade to WhatsApp API Without Losing Voice Calling - What is WhatsApp Business Calling API: The Ultimate Business Guide - How To Set Up WhatsApp Business Calling API Call in 3 Easy Steps ## [Excellence Recognized: Respond.io Earns ISO Certification](https:/respond.io/blog/iso-certification) Discover how respond.io has obtained the ISO ISO 27001:2022 certification, elevating security, reliability and operational excellence. In an increasingly competitive business landscape, maintaining high standards of quality, security and efficiency is paramount. The interconnected nature of the global economy demands that organizations maintain meticulous standards in various facets of their operations. In this context, the triad of quality, security and efficiency has emerged as the cornerstone of success. This is where ISO certifications come into play. ![This%20image%20shows%20respond.io%27s%20new%20ISO%20standards%20certificate.%20What%20is%20the%20ISO%20meaning%3F%20ISO-IEC%2027001%20guides%20organizations%20in%20cultivating%20risk%20awareness%2C%20addressing%20vulnerabilities%20and%20implementing%20a%20comprehensive%20strategy%20involving%20individuals%2C%20policies%20and%20technology.](https://images.ctfassets.net/ph8r57dk1q9w/1MSW2VeaUDiMzS1NZYmQRJ/f23fbc35944177b7465082a0b3b64c92/press-release-iso-certification_115946d9a0b8004895ddb5514f7788e5.gif) ### What does ISO Stand for? Respond.io has recently achieved the ISO 27001:2022 certification. 🥳 ISO, which stands for the International Standards Organization, is an independent, non-governmental international organization. This organization develops and publishes a range of standards to ensure that products, services, and processes are safe, reliable, and of high quality. There are multiple types of ISO certifications available, and they provide businesses with a globally recognized framework to demonstrate their commitment to excellence in various aspects of their operations. #### Respond.io Attains ISO 27001:2022 Certification ISO 27001:2022 is a comprehensive standard that guides organizations across various sizes and industries on how to establish, implement, maintain and enhance a systematic data security risk management system. By adhering to this standard, respond.io demonstrates its dedication to adopting the most effective practices and principles in the field. Amidst the rising prevalence of cybercrime, effectively managing customer data may seem daunting. ISO 27001 guides organizations in cultivating risk awareness, preemptively addressing vulnerabilities, and implementing a comprehensive strategy that involves individuals, policies and technology. By embracing ISO 27001:2022, respond.io not only bolsters its defenses against cyber threats but also achieves high standards of operational excellence. Now, we will dive into how respond.io aligns itself with these standards to ensure compliance. ### How Respond.io Complies with ISO 27001:2022 Standards Respond.io rigorously evaluates the practices of each department against ISO certification compliance guidelines. For example, the HR department enforces background checks during the hiring process, while on the technological front, we place a premium on encrypting employee devices when they're at rest. Nonetheless, respond.io’s successful compliance can be attributed to two primary pillars. #### Development and Implementation of New Security Processes Respond.io’s tech team has invested heavily in developing and implementing end-to-end processes that meet compliance guidelines, from encrypting data at rest to implementing alerts on infrastructure resources with the goal of tackling security vulnerabilities within the respond.io codebase. In addition, a peer review process was implemented to prevent deploying flawed code and to handle merging pull requests, while vulnerabilities are promptly addressed in line with Service Level Agreement (SLA) stipulations. #### Leveraging Technology for Sustained Compliance To continuously ensure ISO certification compliance, we rely on a robust cybersecurity system that diligently monitors various elements including employee devices, AWS infrastructure and more. In the event of any discrepancies, the software promptly notifies the responsible parties so non-compliant issues are resolved within our agreed SLA timeframe. Next, we will explore the advantages of partnering with an ISO-compliant platform like respond.io. ### The Importance of Working with an ISO-compliant Platform Respond.io’s ISO 27001:2022 certificate is great news for businesses using our service and their respective customers. We explain why in the following sections. #### ISO Certification: Why it Matters for You As an organization using our platform, here's how respond.io’s newly acquired ISO certification directly impacts you: **Advanced Data Security:** By implementing a strong Information Security Management System (ISMS), an ISO-certified organization fortifies its defenses against unauthorized access and data breaches, ensuring your sensitive information remains safeguarded. **Risk Management Framework:** An ISO-certified platform provides a structured framework for risk management. This equips respond.io with the tools needed to identify, assess and address potential threats effectively. **Operational Excellence:** The adoption of ISO 27001:2022 principles enhances the overall operational efficiency of the platform. This, in turn, positively impacts your workflow, reduces disruptions and enhances customer experiences. #### ISO Certification: Why it Matters for Your Customers Shifting our focus to the customer perspective, let's explore the ways ISO certification resonates with them: **Enhanced Data Protection:** ISO compliance assures customers that their sensitive information is carefully protected. This commitment to data security fosters an environment of trust and confidence in your services. **Uninterrupted Operations:** The emphasis on improved risk management within ISO compliance guarantees the continuity of critical services. This proactive approach minimizes disruptions and downtime, ensuring customers can rely on consistent and seamless experiences. **Transparent Practices:** ISO compliance is maintained through transparent and well-defined practices. This transparency empowers your customers with a clear understanding of how their data is managed, processed and protected. By obtaining this certification, respond.io showcases its dedication to maintaining exceptional quality, security and efficiency in its services. And now, you can witness our commitment to responsible data management through the recently launched respond.io Trust Center. ### The Respond.io Trust Center is Now Live Many players in the industry hesitate to offer in-depth insights into their security policies and measures. With complete confidence in our security infrastructure, we make the deliberate choice to be transparent about it. The respond.io Trust Center is a dynamic repository that remains up to date with the latest security measures, policies and improvements. By subscribing to it, you gain access to the forefront of respond.io’s security information. ![This%20image%20shows%20respond.io%27s%20Trust%20Center%2C%20where%20you%20can%20learn%20more%20about%20ISO%2027001%20compliance.](https://images.ctfassets.net/ph8r57dk1q9w/721vMEbP8BRbDa7OxvNVuL/962590143bf40e0ec2d16a18c0127f76/screenshot-2023-08-29-at-102110-am_2094eae09cf3bdef4e36e7e68afae437.jpg) Is your business abiding by specific security rules? The respond.io Trust Center provides comprehensive details based on your data or security compliance needs. To learn more about respond.io’s compliance with ISO 27001:2022 and other privacy and security information, [visit the respond.io Trust Center.](https://trust.respond.io/) Do you want to sell, market and support with the leading customer conversation management software? [Try respond.io for free](https://app.respond.io/user/register). ## [Facebook Business Verification: How To Verify Business on Facebook ](https:/respond.io/blog/facebook-business-verification) Facebook Business verification is a must for businesses wanting to increase their WhatsApp Business API messaging limits. Read on to learn more about Facebook Business verification. Do you need to verify your business on Facebook? Well, it’s good news, we have all the answers for you! This article will explain the Facebook Business verification process for WhatsApp Business API. ### What is Facebook Business Verification Previously, Meta renamed Facebook Business Manager to Meta Business Manager. Now, it is known as Meta Business Portfolio. To keep things clear, we'll still call it Facebook Business Manager. This verification checks if your Facebook Business Manager account is for a real company. Your business should be legally registered and have a proper phone number and address. You might be reading this because Facebook needs you to [verify your business](https://www.facebook.com/business/help/2058515294227817?id=180505742745347). This is to [send more messages](https://respond.io/blog/whatsapp-business-api#toc-mobile-6) through WhatsApp Business API. If you've verified your business before, like for Facebook Ads, you don't need to do it again. ![This%20image%20shows%20the%20Difference%20between%20Facebook%20Business%20verification%20and%20Facebook%20Business%20Page%20verification.%20You%20must%20understand%20this%20before%20we%20answer%20how%20to%20start%20business%20verification%20facebook.%20What%20to%20know%20how%20to%20verify%20your%20Business%20Manager%20account%20on%20Facebook%3F%20Read%20this%20blog%20to%20find%20out.%20](https://images.ctfassets.net/ph8r57dk1q9w/55k1aDA9KTYqNPObx6tcIi/ce973adcc7ba956be239819c1d38607a/FBVerificationImage01_0e137f67b11bf488068bc9d764663890.png)> Do not mistake verifying your Facebook Business Manager account verification with the [Meta Verified business subscription](https://web.facebook.com/business/help/248456111431653?id=579726174359330&_rdc=1&_rdr). The latter is a paid monthly subscription by Meta with features to help with discovery, impersonation protection, account support and more. In the next section, we will briefly talk about the [new WhatsApp Business API process](https://respond.io/blog/how-to-get-whatsapp-api#toc-mobile-1) and why you need to verify your business for WhatsApp Business API. #### Facebook Business Verification for WhatsApp Business API Starting 2 May 2022, businesses applying for WhatsApp Business API will go through a simpler process. They no longer need Facebook Business verification, display name reviews, or commerce policy checks. At first, all businesses are categorized as [unverified](https://respond.io/blog/whatsapp-business-api#toc-mobile-6), automatically triggering a compliance check with [WhatsApp Platform Policies](https://respond.io/blog/whatsapp-business#toc-mobile-3). ![Meta%20Business%20Manager%3A%20Business%20Verification%20is%20not%20compulsory%20as%20of%202%20May%202022%20](https://images.ctfassets.net/ph8r57dk1q9w/1rIEfSjOKflB4Kbwyh98CI/9f886f6dc53545aef9141e04bc74ac7d/fb-verification-image-02-3_b026616e15c8b3424178ac8fbba3af12.png) Then, after [signing up for WhatsApp API](https://respond.io/blog/how-to-get-whatsapp-api#toc-mobile-5), businesses can begin engaging with customers. However, there are initial limitations: - Send business-initiated conversations (message template) to up to 250 unique contacts - Respond to unlimited user-initiated conversations or service conversations To be an [Official Business Account (OBA)](https://respond.io/blog/whatsapp-green-tick), you will have to verify your business in Facebook Business Manager. Next, let's look at what you need to prepare for the Facebook Business verification process. ### Facebook Business Manager Verification Requirements Before starting the process, you need to fill out the Business Info section of your Facebook Business Manager. Here, you have to provide details such as business legal name, address, phone number, email address and website. Make sure the information you provide aligns with the details registered with local authorities. As long as Facebook can verify your business from the info given, there is no need to provide supporting documents for verification. ![You%20need%20to%20fill%20in%20the%20Business%20Info%20Section%20of%20your%20Meta%20Business%20Manager](https://images.ctfassets.net/ph8r57dk1q9w/jWqivX8abAgIWXQRlXph8/7e3e1b5070092487c695970af0aba3f7/0003-262603724703_a17097db34339644501bfaefe0ea23f1.png) If Facebook cannot identify your business, you need to provide evidence of the following legal details with the right documents: - Business legal name: Business license, Certificate of Incorporation or tax or VAT registration certificate - Business address and phone number: Utility bill, bank statement or business license with your address and phone number on it ![how%20to%20verify%20business%20on%20facebook%20business%20manager%3A%20You%20need%20to%20make%20some%20preparation%20before%20knowing%20how%20to%20verify%20my%20facebook%20business%20manager%20account%20or%20Meta%20Business%20Manager](https://images.ctfassets.net/ph8r57dk1q9w/2IMdzp5CFVuwkcu7PQWuVc/a8e3da67ba6c94388c49e899339007be/FBVerificationImage03_34e67d53cf430f5d1d59c6259c835e66.png) After you submit the documents, you need to go through two-factor authentication to prove that you have access to your company’s phone or email. You may also need to provide your personal details to verify your business [in some cases](https://respond.io/blog/facebook-business-verification#toc-mobile-5). > Do not provide false information, verify businesses you are not authorized to represent or circumvent the verification review system. These actions will result in Facebook rejecting your verification request and even taking further action against your account. Now that you know the verification requirements, we will go through the steps to do so. ### How to Verify Your Business: WhatsApp Business API Now that you have your business information filled and supporting documents ready, let's start the business verification process. **1\. Go** to [Facebook Business Settings](https://www.facebook.com/micro_site/url/?click_from_context_menu=true&country=MY&destination=https%3A%2F%2Fbusiness.facebook.com%2Fsettings&event_type=click&last_nav_impression_id=06fpzEOmxF1EWp9V0&max_percent_page_viewed=40&max_viewport_height_px=720&max_viewport_width_px=1440&orig_request_uri=https%3A%2F%2Fwww.facebook.com%2Fbusiness%2Fhelp%2F1181250022022158%3Fid%3D180505742745347&primary_cmsid=1181250022022158&primary_content_locale=en_GB®ion=apac&scrolled=true&session_id=1gdJOWUIY01za5KLT&site=fb4b&extra_data[view_type]=v3_initial_view&extra_data[site_section]=help&extra_data[placement]=%2Fbusiness%2Fhelp%2F1181250022022158) and navigate to Security Centre. You can see the business verification option once you’ve [signed up for WhatsApp Business API](https://respond.io/blog/how-to-get-whatsapp-api#toc-mobile-1). Click on the *Start Verification*. If you’re unable to see the business verification option, please [contact us](https://respond.io/contact). ![The%20first%20step%20for%20Meta%20Business%20verification%20or%20business%20verification%20on%20facebook%20is%20by%20navigating%20to%20the%20Security%20Centre%20of%20your%20Facebook%20Business%20Manager%20and%20click%20on%20Start%20Verification](https://images.ctfassets.net/ph8r57dk1q9w/1yHzJDC2GI0Pwl56msP2c8/eed0fe6680acc5906032ccb3cc457745/0004-262603724704_f9ac45999a5aa5b6602f5d5724eb60b2.png) **2\. Add** your organization’s details. If you’ve filled in your company details in the Business Info section, this section will be auto-filled. Double-check the information to ensure that they are accurate. ![how%20to%20verify%20facebook%20business%20manager%20account%3A%20Fill%20in%20or%20confirm%20the%20autofilled%20details%20of%20your%20Facebook%20business%20manager%20or%20Meta%20Business%20Manager](https://images.ctfassets.net/ph8r57dk1q9w/4mz5gqunxZCYlrU4tgTFQZ/6948949d4bd3eaff1609dabc4b510c9f/0008-262603724708_8176a0fad48f290cf96b15c1625bdc01.png) **3\. Add** supporting documents to prove your business' legal details and submit. ![how%20to%20verify%20business%20account%20on%20facebook%3A%20Add%20supporting%20documents%20for%20business%20verification%20facebook](https://images.ctfassets.net/ph8r57dk1q9w/4JxuUpFR34NcXcUGdZy6Cx/e80e8b7e6b2f2d0616e365bdefd6e070/0009-26260835567_9683932f9843862efd65ce301f9c2921.png) **4\. Select** your preferred contact method to receive a confirmation code to confirm your connection to the business. If you have a website, you can submit your application right away, without having to receive a confirmation code. ![how%20to%20verify%20your%20business%20on%20facebook%3A%20verify%20domain%20facebook%20business%20manager%20or%20get%20a%20confirmation%20code.%20If%20you%20have%20performed%20facebook%20business%20manager%20domain%20verification%2C%20you%20will%20not%20get%20a%20confirmation%20code%20and%20you%20can%20submit%20your%20application%20right%20away.%20](https://images.ctfassets.net/ph8r57dk1q9w/1sKEDAjyxwTLssPHwZcw5J/619edd29f1c8eb2beaa026fa9e054bf9/0010-26261411719_094f6234659e462df985a66fb1ab34d8.png) **5\. Enter** and confirm your phone number and click *Text Me Now* to get a confirmation code. This step depends on the contact method you’ve selected in the previous step. ![how%20to%20verify%20business%20manager%20facebook%20or%20Meta%20Business%20Manager%3A%20If%20facebook%20business%20manager%20verification%20email%20not%20sending%20you%20can%20change%20the%20contact%20method%20and%20request%20Facebook%20to%20resend%20the%20confirmation%20code%20again.](https://images.ctfassets.net/ph8r57dk1q9w/TMs04WzIbhDECM7Ecvsab/98ff8f870dbfb3485a1c6e2644c4b254/0010-26260964626_050a85b988ab32993989470663a7af3d.png) **6\. Input** the confirmation code and click *Next*. If you did not receive a verification code, click on *Resend Code.* You can also change your preferred contact method if your chosen method isn't working. ![how%20to%20verify%20business%20manager%20on%20facebook%3A%20Enter%20the%20confirmation%20code%20you%27ve%20received](https://images.ctfassets.net/ph8r57dk1q9w/2zar6bQMZtjiDlsYjUTsao/6e45b21195073c5672818ec063c36caf/0011-2626037247011_00696e1d5c677dc604eb05437785e0a6.png) #### How Long Does Business Verification Take After completing the verification, you'll get an email and a notification in your Facebook Business Manager and Page within 1-3 days. You can also check your status in the Business Info or Security Centre sections. If Facebook doesn't verify your business, you can appeal by sending more documents. Facebook may ask for your [Government ID](https://www.facebook.com/help/159096464162185/) and two other documents. When submitting your ID, show all its information and corners. Place it on a dark, flat surface for the photo. Facebook won't accept digitally altered images. If you have problems with verification, it might be because your application is incomplete, documents are unclear, or the details don't match. If you need more help, visit the [Meta Business Help Centre](https://www.facebook.com/business/help/2342133782492969?id=180505742745347) or [contact us](https://respond.io/contact) about verifying your ID and business details. ### Display Name Review After you finish verifying your business, Facebook will review the [display names](https://respond.io/blog/whatsapp-business-name) for all your phone numbers. The display name is what customers see as your business name on WhatsApp. Make sure your display names are clearly linked to your business, follow [Meta’s guidelines](https://www.facebook.com/business/help/757569725593362), and don’t break WhatsApp’s rules for [Commerce](https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fcommerce-policy%2F%3Ffbclid%3DIwAR18CbdCVq89fPh0naMLuf6qvICP2x0FZPSPUk2oZ_lUNf-qKgbo2hUZmHY&h=AT2x_MPsecfqz88b06yftNlzwSxsCAWQRI0WI9KsUKIjybXHuBkvA_MPQqkde5mYv_SoX2v3PzjikOUwydHJsGEpjJoBOIZayzK3sCvbQcrR9jeYVPe9zqp9kUVHNKbk2cxuIT2C6kGtLI3KrDITzsNlouo) and [Business](https://www.whatsapp.com/legal/business-policy/?fbclid=IwAR0r5k_N1rCYnfK8yyCWUP3D88tVCR814x9UX-w5EIcu8ai8b8is8ilrAQY). Once your business is verified and your display names are approved, you can send more messages and use more phone numbers Getting your business verified on Facebook is key to growing your reach on WhatsApp. With verification, you'll be able to send more messages and use more phone numbers, which means better engagement with your customers. Once you’ve verified your business, you can take your messaging game to new heights with an AI-powered customer conversation management platform and badged Meta Business Partner with respond.io. ### Further Reading Did you find this article helpful? If so, here are some readings that might interest you. - How to get WhatsApp API - WhatsApp Business API Ultimate Guide - How to get WhatsApp Business Account Verified ## [Facebook Messenger CRM: How to Connect A CRM with Facebook Messenger on Respond.io ](https:/respond.io/blog/facebook-messenger-crm) Looking for a Facebook Messenger CRM? This blog is for you! We'll cover everything you should know about a CRM Facebook Messenger integration before you invest in one. Want to integrate Facebook Messenger with your CRM? This blog post is for you! In this first-hand guide, we’ll cover everything you need to know about getting a Facebook Messenger CRM integration. We will also explain why you need an AI-powered customer conversation management software like respond.io and how you can use it for Facebook Messenger marketing, sales and support. ### What is Facebook Messenger CRM? Facebook Messenger CRM is the integration between Facebook Messenger and a CRM. Given Facebook Messenger's popularity, businesses want integrations to manage customer messages in their CRM. However, because CRMs were originally built for email, only a few support native Facebook Messenger integration and most of them rely on third-party integrations. Before investing in a Facebook Messenger integration, here are a few things you should know. ### Getting a CRM for Facebook Messenger: What You Should Know To integrate Facebook Messenger with a CRM, businesses need to understand its business use and the integration that CRMs provide. #### Facebook Messenger for Business Businesses with a Facebook Page will automatically have a [Meta Business Suite](http://business.facebook.com/) inbox created for the Page. Meta Business Suite is designed for businesses that receive low to mid volumes of messages. It has tools to manage and organize their conversations, such as automated [welcome and away messages](https://respond.io/blog/facebook-messenger-auto-reply), labels and notes. **Types of Facebook Messenger Inboxes** | | Meta Business Suite | Facebook Messenger API | | --- | --- | --- | | Best For | Small to Medium Businesses | Medium to Large Businesses | | Message Volume | Low to Mid | High | | Supports Integrations | No | Yes | To integrate Facebook Messenger with a CRM, you'll need a Facebook Messenger API, suitable for large and scaling businesses. However, the Facebook Messenger API is just an API, so it does not have an interface. To send and receive messages, the API must link to a CRM or an AI-powered customer conversation management software like respond.io. Note that the capabilities of a Facebook Messenger API integration vary based on the connected software. That said, let's look at the types of Facebook Messenger integration supported by CRMs. #### Integrating Facebook Messenger with a CRM Most CRMs that support native integrations can't support Facebook Messenger features like videos and voice messages because they were not built for messaging. Therefore, this interferes with the messaging experience that Facebook Messenger provides. For instance, Hubspot native integration does not support the preview of videos, voice notes and locations sent by customers. Agents have to download them to know the content. Below is a table showing the features and limitations of some native Facebook Messenger CRM integrations. Note that the information below only highlights important features and limitations. **Respond.io vs Native CRM Integrations** | CRM | Features | Limitations | | --- | --- | --- | | Salesforce. | • Team inbox • Create queue • Chat routing | • Need third-party integration to automate conversations • Does not support high volumes of messages | | HubSpot | • Team inbox | • Does not support voice notes, videos, and location preview • Need to purchase an add-on to route chats | | Zendesk | • Team inbox • Message triggers • Chat routing | • Does not support voice notes, videos, and location preview • 2000 character limit for each message | | Respond.io | • Team Inbox • Advanced automation to route and assign chats • Designed to support large volumes of messages • Supports all of Facebook Messenger Messaging Features (Files, images, videos, voice messages, GIFs, emojis, stickers & locations) • Supports Facebook Messenger Broadcasts | - | Besides that, the native integration provided by CRMs limits the Facebook Messenger integration to a single CRM. A business with multiple CRMs will be unable to integrate Facebook Messenger with them. Thankfully, most CRMs offer flexibility in using Facebook Messenger by providing third-party integration options. This allows you to use an inbox like respond.io, designed specifically for business messaging. Respond.io enables you to streamline business communication across instant messaging apps along with traditional channels like email and webchat. It lets you use Facebook Messenger to its full potential and integrate multiple CRMs with it. ![This%20image%20shows%20how%20the%20integration%20of%20Facebook%20Messenger%20with%20multiple%20CRMs%20works%20on%20respond.io.%20Respond.io%20crm%27s%20Facebook%20Messenger%20integration%20allows%20businesses%20to%20connect%20multiple%20CRMs%20to%20it.%20Not%20only%20that%2C%20Respond.io%20is%20an%20omnichannel%20messaging%20inbox%20that%20allows%20you%20to%20optimize%20business%20communication%20through%20instant%20messaging%20apps%20like%20Facebook%20Messenger%20along%20with%20traditional%20channels%20like%20email%20and%20web%20chat.%20Respond.io%20supports%20all%20the%20features%20of%20Facebook%20Messenger%20and%20provides%20businesses%20with%20advanced%20tools%20for%20sending%20messages%2C%20automating%20conversations%2C%20routing%20and%20assigning%20conversations%2C%20tracking%20agent%20workloads%20and%20more.%20](https://images.ctfassets.net/ph8r57dk1q9w/2elU1UlUYQp8ZXrMcVu01q/3b7bd97356936c1f688328a4e1f5a11a/FBMessengerCRMImage04_798fda7c53964e39373fa5d77449b010.png) It offers full Facebook Messenger features and advanced tools for businesses, including broadcasting, conversation automation, routing, workload tracking and more. We’ll cover more of this later. Now, let's look at how to integrate any CRM with respond.io to use Facebook Messenger. #### How to Integrate Your CRM with Respond.io to Use Facebook Messenger First, you need to [connect your Facebook Messenger to respond.io](https://help.respond.io/facebook-messenger/facebook-messenger-overview#connecting_facebook_messenger). Then, create a new [Workflow](https://help.respond.io/workflows/workflows-overview) automation and add the [HTTP Request Step](https://help.respond.io/workflows/workflow-steps#step-http-request) in it to connect Facebook Messenger on respond.io with any CRM. This will allow you to exchange information with your existing CRM while messaging customers on respond.io. You can qualify sales leads, update contact profiles and manage deals and tickets on external CRMs directly, avoiding toggling between your CRM and the respond.io inbox for Facebook Messenger replies. Next, we’ll show how you can use respond.io for Facebook Messenger marketing, sales and support. ### How to Use Respond.io for Marketing, Sales and Support Respond.io allows businesses to send Facebook Messenger broadcasts outside the [24-hour messaging window](https://respond.io/help/facebook-messenger/facebook-messenger-overview#messaging_window) using Facebook message templates. You can create and submit your own custom utility templates tailored to your business needs—such as appointment reminders, shipping confirmations, or lead nurture sequences—rather than relying only on pre-approved templates. Now with more time for customer chats, let's explore using respond.io for marketing, sales and support. #### Facebook Messenger Integration for Marketing Meta does not allow businesses to message customers first to prevent spam. However, businesses can funnel inbound chats using [chat links](https://respond.io/blog/messenger-link), [QR codes](https://respond.io/blog/facebook-messenger-code), [Facebook Messenger chat widget](https://respond.io/blog/add-messenger-to-website) and [click to Messenger ads](https://respond.io/blog/facebook-messenger-ads), all configurable on respond.io. [Click to Messenger ads](https://www.youtube.com/watch?v=d4nVNt08xmY) help marketers quickly move prospects through the funnel by directing them to their inbox instead of a contact form. A contact form gets prospects to provide their contact details, state their needs and wait for a salesperson's response. ![This%20image%20shows%20the%20benefits%20of%20using%20Facebook%20Messenger%20Marketing%20on%20respond.io.%20Businesses%20can%20encourage%20inbound%20conversations%20with%20click-to-chat%20links%2C%20QR%20codes%2C%20facebook%20messenger%20integration%20website/website%20widget%20and%20Click%20to%20Messenger%20ads%2C%20which%20can%20all%20be%20set%20up%20on%20respond.io.%20With%20Click%20to%20Messenger%20ads%2C%20contacts%20open%20a%20conversation%20directly%20with%20you.%20Once%20a%20conversation%20opens%2C%20use%20respond.io%20to%20send%20a%20pre-chat%20survey%20to%20identify%20if%20the%20lead%20is%20new%20or%20existing.%20In%20addition%2C%20businesses%20can%20use%20respond.io%u2019s%20Facebook%20comment%20auto%20reply%20feature%20to%20reply%20to%20Facebook%20promotional%20post%20comments%20via%20Messenger.%20This%20way%2C%20you%20can%20engage%20with%20potential%20customers%20and%20turn%20commenters%20into%20contacts.%20Looking%20for%20a%20facebook%20messenger%20crm%20free%3F%20Try%20respond.io%20instead.](https://images.ctfassets.net/ph8r57dk1q9w/5JnBAyiqjxvNd7buEOJH3X/006c2cd43daeda2385702d230e948b30/FBMessengerCRMImage05_eae722952e4971922e42f0be0071d4a1.png) With Click to Messenger ads, contacts open a conversation directly with you. The AI Agent automatically receives ad attribution context—including campaign, ad set, and ad name—so it can deliver relevant first responses based on which ad the contact clicked. Once a conversation opens, use respond.io to send a [pre-chat survey](https://respond.io/blog/pre-chat-survey#toc-mobile-2) to identify if the lead is new or existing. If they're an existing contact who previously messaged on another channel, [merge their contact information](https://respond.io/blog/merge-contacts) for a comprehensive view of their interactions with your business. Additionally, you can retrieve and update their contact information on your CRM. By getting a complete view of a lead, you’ll be able to grasp the context of their past interactions, understand their interest in your products and continue to target them with [Sponsored Messages](https://respond.io/blog/facebook-business-chat#toc-mobile-11) based on insights gained from the conversation. In addition, businesses can use [respond.io’s Facebook comment auto reply](https://respond.io/blog/facebook-comment-auto-reply#toc-mobile-3) feature to reply to Facebook promotional post comments via Messenger. This way, you can engage with potential customers and turn commenters into contacts. Next, we’ll show you how to use Facebook Messenger for sales on repond.io. #### Facebook Messenger Integration for Sales Integrating your sales CRM with respond.io enables data exchange between both platforms, allowing for easy lead qualification and deal creation [with a click](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0). Agents can carry out sales-related tasks while talking to customers without switching between platforms. Businesses can automatically collect lead information and qualify them with the [AI Agent](https://help.respond.io/workflows/step-respond-with-ai). It can also serve as the initial responder to handle routine lead inquiries. ![This%20image%20shows%20the%20benefits%20of%20using%20respond.io%20for%20Facebook%20Messenger%20sales.%20Once%20you%20connect%20facebook%20messenger%20to%20crm%20on%20respond.io%2C%20you%20can%20exchange%20data%20between%20your%20sales%20CRM%20to%20qualify%20leads%20and%20create%20deals%20with%20a%20click%20of%20a%20button.%20Agents%20can%20carry%20out%20sales-related%20tasks%20while%20talking%20to%20customers%20without%20switching%20between%20platforms.%20Respond.io%20also%20allows%20businesses%20to%20automate%20sales%20tasks%20like%20qualifying%20leads%20and%20auto-assigning%20them%20to%20the%20right%20sales%20team%20based%20on%20the%20funnel%20they%20fall%20into.%20Managers%20can%20also%20ensure%20equal%20lead%20distribution%20among%20the%20sales%20team%20and%20assign%20existing%20customers%20to%20their%20dedicated%20salesperson%20automatically.](https://images.ctfassets.net/ph8r57dk1q9w/5EGKt7fKZxJor3ARrWM0J2/fa10dc599e1c3ebd1719d1cfbec107f1/FBMessengerCRMImage06_c38863b82e04c50a691fcd5d0ee88780.png) Respond.io's customizable Workflows enable managers to route leads based on criteria like priority access, deal size or region. Agents can use [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) to enhance message clarity, translate to bridge language gaps, ensuring effective communication with diverse customers. Additionally, the auto-assignment logic ensures fair lead distribution among the sales team and automatically assigns existing customers to their dedicated sales agent. Now, let's look at how you can use respond.io for Facebook Messenger customer support. #### Facebook Messenger Integration for Customer Support The customer support team is often overloaded with simple inquiries from customers. Instead of assigning and answering every inquiry manually, businesses can use respond.io to minimize support agents' workload. They can automate FAQs and send [multiple-choice questions](https://respond.io/blog/question-bot) to help customers communicate what they want clearly. Then, [route](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) them to the right team and [assign](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) them to the right agent with an AI-generated comment for context. Businesses can leverage AI, similar to the AI Agent's abilities in sales, to manage routine inquiries and escalate complex or sensitive issues to human agents. This way, agents can focus their time and resources on critical issues and provide quality support. Tools like AI Assist can further reduce agents' workload by offering quick access to relevant information from knowledge bases and existing resources. This enables faster, more accurate responses to customer inquiries, improving response times and enhancing the customer experience. Plus, with the [Human Agent Tag](https://respond.io/blog/facebook-messenger-for-customer-service#toc-mobile-7), agents will get 7 days to solve complex issues. ![This%20image%20shows%20the%20benefits%20of%20using%20respond.io%20for%20Facebook%20Messenger%20customer%20support.%20Businesses%20can%20use%20respond.io%20to%20automate%20FAQs%20and%20send%20multiple-choice%20questions%20to%20help%20customers%20communicate%20what%20they%20want%20clearly.%20Then%2C%A0route%20and%20assign%20them%20to%20the%20right%20team%20or%20agent.%20Suppose%20an%20agent%20cannot%20resolve%20an%20issue.%20They%20can%20request%20a%20manager%27s%20assistance%20through%20internal%20comments%20or%20escalate%20the%20case%20to%20external%20CRM%20platforms%20with%20one%20click%20while%20chatting%20with%20customers.%20To%20measure%20the%20success%20and%20quality%20of%20a%20company%u2019s%20customer%20support%2C%20businesses%20can%20send%20a%20CSAT%20survey%20or%20track%20individual%20or%20team%20performance%20via%20the%20advanced%A0Reports%20and%20Analytics%20Module.](https://images.ctfassets.net/ph8r57dk1q9w/2DCSYx043075ZTmqjq2hN6/bc3cc268ffb095597cf03c1b06335e43/FBMessengerCRMImage07_77b47d220ac60606b921fa213a7475ad.png) Suppose an agent cannot resolve an issue. They can seek manager assistance through internal comments or [escalate the case](https://respond.io/blog/escalation-management) to external CRM platforms with one click while chatting with customers. To measure the success and quality of a company’s customer support, businesses can send a [CSAT survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) or track individual or team performance via the advanced [Reports and Analytics Module](https://respond.io/blog/may-2021-release-new-dashboard-reports-and-data-export#toc-mobile-1). Finally, you can carry out all your tasks anywhere with the [respond.io mobile app](https://respond.io/blog/facebook-messenger-for-customer-service#toc-mobile-13). We hope you found our first-hand guide helpful. Are you ready to use Facebook Messenger to its full potential? [Sign up for our free trial](https://app.respond.io/user/register) and grow your customer relationships today! ### Further Reading We hope you enjoyed this article. Check out these articles for more information on Facebook Messenger use cases. - A Guide to Facebook Messenger Marketing - Facebook Messenger Sales: A how-to Guide - How to Use Facebook Messenger for Customer Service ## [Facebook Messenger Ecommerce: A Guide to Facebook Ecommerce](https:/respond.io/blog/facebook-messenger-ecommerce) Learn how businesses use Facebook Messenger ecommerce to connect with customers and increase sales. Explore the benefits, how-to's, and more in this article. Facebook Messenger ecommerce is the use of Facebook's messaging channel, Messenger, for buying and selling products or services. By integrating Messenger with an ecommerce platform, businesses can leverage the channel’s robust messaging capabilities to provide customers with a more personalized and conversational shopping experience. If you’re thinking of carrying out ecommerce on Facebook Messenger, read on to learn more! ### What is Facebook Messenger Ecommerce Though websites and emails have traditionally been used to sell products and services, they come with certain limitations. Websites can be difficult to navigate and customers may abandon their carts due to a complicated checkout process. Likewise, promotional or sales emails tend to end up in spam folders or go unnoticed in overflowing inboxes. To overcome these drawbacks, businesses have turned to alternative channels like social media platforms and instant messengers for ecommerce. ![An%20image%20showing%20what%20is%20Facebook%20Messenger%20Ecommerce%20-%20alternative%20to%20websites%20and%20emails%2C%20conversational%20sales%2C%20help%20businesses%20stand%20out](https://images.ctfassets.net/ph8r57dk1q9w/6Ix3vE192mfznfLXyAg6SD/5697765a0b1bfae4593dd7e74a8a78cc/concepts-facebook-ecommerce-image-01_313128bc07c1e40958090bc6c59879e4.png) [Facebook Messenger](https://respond.io/blog/facebook-business-chat) is one of many channels that have become increasingly popular as more consumers turn to messaging apps to communicate with businesses, while businesses look for ways to differentiate themselves in a crowded online marketplace. With [Messenger ecommerce](https://respond.io/blog/messenger-sales), businesses can reach customers where they are, offer real-time customer service and support. It also streamlines the buying process by enabling customers to complete purchases directly within the Messenger app. Now, let's examine why businesses use this channel to connect with customers and increase sales. ### Why Use Facebook E-commerce There are several reasons why a business would use Facebook Messenger for e-commerce. Messenger has a huge reach of [931 million monthly active users](https://datareportal.com/essential-facebook-messenger-stats), offering businesses a large audience to connect with. It’s likely that your present and future customers are [on the channel](https://respond.io/blog/top-messaging-apps#toc-mobile-2). Facebook Messenger reduces purchasing barriers by allowing customers to browse products, ask questions, and complete transactions all within Facebook Messenger. They can complete purchases without having to leave the app or visit a separate website. This streamlined experience can help reduce cart abandonment rates, which improves sales for businesses. ![an%20image%20showing%20why%20use%20facebook%20messenger%20ecommerce%20-%20huge%20reach%2C%20streamlined%20and%20convenient%20customer%20experience%2C%20increase%20customer%20loyalty](https://images.ctfassets.net/ph8r57dk1q9w/15x0odV8sE0kNQp6oEmmnv/9437eb516040fdc4406642d8abe36818/concepts-facebook-ecommerce-image-02_10de0b6ac7bf1ecf4a13a9cf30103e72.png) Compared to emails, Facebook Messenger also provides customers with a more efficient and convenient experience when purchasing from your business. Customers can message your business at any time, from anywhere and receive a quick and personalized response. Since customers check their instant messages [more frequently than emails](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#toc-mobile-2), these faster-paced conversations can result in a better customer experience. In turn, it can lead to more sales and satisfied customers. By interacting with customers in Messenger, businesses can build stronger relationships and increase customer loyalty. Let’s have a look at some of the businesses that have benefited from incorporating Facebook Messenger ecommerce. ### Two Brands That Are Winning with Facebook Ecommerce Now that you know everything about Facebook Messenger ecommerce, it’s easy to see why many big brands utilize it. Here are some of the big brands that have benefited from Facebook Messenger ecommerce. #### Hyundai [Hyundai](https://developers.facebook.com/success-stories/hyundai/) set up a Messenger-powered digital assistant to facilitate faster conversations and gather customer leads. For two weeks, it tested this new system against its existing phone and email systems and discovered very favorable results. The automaker experienced a 4X higher sales rate, 3.5X higher conversion rate and a 13% decrease in cost per lead with its Messenger system compared to following up with leads via email and phone. #### Qmomo To increase sales, [Qmomo](https://www.qmomo.com.my/?srsltid=AfmBOooooXOo-5oZWhj-d-MK3Gh9wxg8c0-kDr2LCSCX4Jl_eZ4wt9g7) created a month-long campaign that offered discount coupons to people who clicked its ads and started conversations. Compared to its regular Facebook ads that invited customers to visit its physical showrooms, these Messenger ads showed significantly higher engagement**.** The lingerie brand saw a 56% lower cost per online conversion lift, 45% lower cost per new messaging connection and 45% lower cost per messaging conversation, versus its existing campaign. Feeling inspired? In the following section, we’ll go over how businesses can leverage Facebook Messenger for ecommerce. ### Different Ways to Use Facebook Ecommerce Despite being mostly known as an instant messenger, there are a few ways businesses can use Facebook Messenger for ecommerce. ![an%20image%20showing%20the%20different%20ways%20to%20use%20Facebook%20ecommerce%20-%20messenger%27s%20commerce%20tools%2C%20integrate%20with%20ecommerce%20platforms%2C%20connect%20to%20customer%20conversation%20management%20software](https://images.ctfassets.net/ph8r57dk1q9w/4XBwzXpxFyO3DSi4g4du0N/4767b7e0b81c0c60e668e4bacbf671e2/concepts-facebook-ecommerce-image-03_b2a903a7f2695df5e50166718e8ffba2.png) Here are some of the ways businesses can boost sales and enhance the customer experience with Facebook Messenger ecommerce. #### Messenger Commerce Tools One of the most popular ways is to use [Messenger's commerce tools](https://developers.facebook.com/products/messenger/commerce/), such as [Facebook Shop](https://www.facebook.com/business/shops), [Catalog](https://www.facebook.com/business/help/890714097648074?id=725943027795860), [Meta Pay](https://pay.facebook.com/) and [Messenger click-to-chat ads](https://www.youtube.com/watch?v=d4nVNt08xmY). With these tools, businesses can create a mobile-first online store, showcase their products within Messenger, and enable customers to complete transactions within Messenger using Facebook Pay. Facebook Shop is great for smaller businesses that are starting out since it is easy to set up and use. However, it is limited when it comes to customizing the store’s appearance or the products on offer. The same can also be said for Catalog. Large businesses with a large number of services and products are likely to have their offerings on dedicated ecommerce platforms. Fortunately, Messenger works well with third-party platforms. #### Messenger Integrated with Ecommerce Platforms Facebook Messenger can also be integrated with ecommerce platforms like [Shopify](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify) and [WooCommerce](https://help.respond.io/e-commerce-crm-integrations/ecommerce-integration-woocommerce), enabling customers to chat with businesses from the Messenger app. This also allows businesses to send ecommerce platform-related messages such as abandoned cart notices or shipping updates to customers through Messenger. Finally, businesses can give customers a better sales experience through Facebook Messenger by connecting their channel to customer conversation management software like respond.io. #### Facebook Messenger Connected to Respond.io Respond.io is a business messaging platform that unlocks the full potential of Facebook Messenger ecommerce, especially for businesses with a high volume of customers or large teams of agents. Let’s go over some of its features. Respond.io offers a [flexible automation builder](https://help.respond.io/workflows/workflows-overview) that enables businesses to automatically reply to customers, [route](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assign customers](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to appropriate teams or agents and handle frequently asked questions (FAQs). This, along with features such as [canned responses](https://help.respond.io/workspace-settings/snippets), allows businesses with a large number of incoming conversations to answer their customers more efficiently. ![An%20image%20showing%20respond.io%27s%20automation%20builder](https://images.ctfassets.net/ph8r57dk1q9w/7mKZAQsmbZUVUTIVHhhUWq/849890b85cb646faf765e3dd6e5c04e9/workflow1_f30848363caf795603c86ffddd466fe4.png) Businesses can initiate conversations with customers using Meta-approved message templates, which have replaced message tags as the compliant method for proactive outreach. Instead of being limited to a 24-hour messaging window, respond.io's Human Agent Tag [extends the window to 7 days](https://help.respond.io/support-use-case/send-outbound-messages#send_outbound_messages). And if a business needs to blast promotions, the [Broadcast module](https://respond.io/blog/facebook-messenger-broadcast) makes it a breeze. Respond.io can also be [integrated](https://help.respond.io/integrations) with ecommerce platforms to automatically trigger abandoned cart messages and send order confirmation or shipping updates. It can also connect to tools like Clearbit to qualify customers or CRMs like Hubspot or Salesforce to generate sales deals [at a click](https://help.respond.io/workflows/workflow-triggers#trigger_shortcut) while chatting with customers. For businesses with customers on multiple channels such as [WhatsApp](https://respond.io/blog/whatsapp-business-api), [Instagram](https://respond.io/blog/instagram-business-chat) or [Telegram](https://respond.io/blog/telegram-for-business), respond.io’s omnichannel capabilities allow them to sell and speak to their customers from a single platform. Agents have access to every customer’s chat history across all the connected messaging channels [in one thread](https://help.respond.io/contacts/merge-suggestions). ![An%20image%20showing%20respond.io%u2019s%20omnichannel%20inbox](https://images.ctfassets.net/ph8r57dk1q9w/18A91WpbFg77qsshgGEZQJ/b78a250143fe79967716c5784b68a105/inbox_4365742e0ecb4949a201895260f0f1f1.png) Businesses can also monitor agent performance through the platform, giving businesses real-time data and insights on how their agents are performing in Messenger conversations, including metrics like response time, resolution rate, and customer satisfaction. There are many Messenger success stories out there and your business can be one of them. Sign up for Facebook Messenger and [connect it to respond.io](https://help.respond.io/facebook-messenger/facebook-messenger-overview) today! [Start your respond.io free trial](https://try.respond.io/whatsapp-business-api) to take your Facebook Messenger ecommerce to the next level. ### Further Reading If you found this article helpful, here are some other posts you might find useful: - Facebook Messenger CRM: How to Connect A CRM with Facebook Messenger on respond.io - Facebook Messenger Auto Reply: A How-To Guide - Facebook Messenger for Business: The Ultimate Guide ## [Facebook Messenger for Business: The Ultimate Guide ](https:/respond.io/blog/facebook-business-chat) Considering using messaging apps for your business? Facebook business chat should be first on your list. This article will cover where is Facebook Messenger popular, how to get Messenger for a Facebook business page, as well as best practices for getting your customers as contacts and messaging them. Considering using messaging apps for your business? Facebook business chat should be first on your list. This article will answer questions like, where is Facebook Messenger popular? How to get Messenger for Facebook business Page? And most importantly, how to use Facebook Messenger for business Page? Let’s dive in! *Already have a Facebook Page and want to start messaging customers? Check out our documentation for* [connecting your Facebook page to respond.io](https://help.respond.io/l/en/facebook-messenger/facebook-messenger-overview) ### What is Facebook Messenger? Facebook Messenger is the messaging part of Facebook, launched in 2011 and separated from the main app in 2014. By 2017, it was one of the most popular chat apps, boasting a record userbase with more than 1.3 billion Monthly Active Users (MAUs) worldwide. ![This%20image%20shows%20one%20of%20the%20most%20popular%20messaging%20apps%20for%20business.](https://images.ctfassets.net/ph8r57dk1q9w/3UXO1P6CjTs3886zJNEqjI/827ed12588610d31acdc197312d7769d/NEWLONGPIXELATED2messengerui_70b174b6af3b0b7d6a545847fd48ee62.jpg) In 2020, Facebook Messenger was redesigned and brought back in line with its core role as a messaging app. With the Discover panel and associated features completely removed, the app now has two sections, Chats and People. Chats is what you would expect, containing all your conversations with Facebook Friends and Pages. Occasionally you’ll also see ads here, enabling Facebook Ads customers to target you on Facebook or on Facebook Messenger. People contains two sections, Active and Stories. Active is where users find their most-used contacts and make video calls, whereas Stories shows friends’ and Pages’ Facebook Stories. Now, let’s discuss the worldwide popularity of this messaging app. #### Where is Facebook Messenger Popular? Messenger has a colossal audience. From 2014 to 2017, the number of Messenger MAUs rose from 500 million to 1.3 billion people. It’s growing fast in 214 countries, including the US where it takes the first spot on Google Play and App Store charts. Other chat apps like WhatsApp have struggled to reach equivalent heights in the US. The success of Messenger in the States is likely due to its ability to send SMS, historically the most popular form of text-based communication in the region. ![This%20is%20an%20image%20showing%20the%20countries%20where%20Facebook%20Messenger%20is%20popular.%20Outside%20the%20US%2C%20Messenger%20has%20seen%20the%20fastest%20user%20growth%20in%20Southeast%20Asian%20countries%20including%20Myanmar%2C%20the%20Philippines%2C%20Cambodia%20and%20Vietnam.%20](https://images.ctfassets.net/ph8r57dk1q9w/artHo0eLsE5ZoHDnhQcXA/b2634fd6c759aeac8bad4557e20883a3/CopyofMessengerUserGrowthMessengerUltimateGuide_6c55f78c2e7579fc319c5a632a2439e1.png) Integrating SMS into the app allows users to connect with Facebook friends and SMS users who are not on Facebook. The capability of sending and receiving SMS likely played a part in the quick rise in popularity of Facebook Messenger. Outside the US, Facebook Messenger is growing the fastest in Southeast Asian countries, including Myanmar, the Philippines, Cambodia and Vietnam. In these countries 1 to 1 and group messaging are the social networks. This explains why Asian consumers tend to live on chat apps like Messenger. If you want to connect with your customers in Southeast Asia, the US, or other countries where Messenger is popular, then Messenger for Facebook Business Page is for you. ### Facebook Business Chat: Accounts To start chatting with customers over Facebook Messenger all you need is a Facebook Page. Once set up, Facebook Page visitors will be able to privately message your page over Facebook Messenger, and you can message them back too. #### How To Get Messenger For A Facebook Business Page You’re probably wondering how to get Messenger for a Facebook business page. All you need to do is create a Facebook page and then turn on messaging. The easiest way to do this is to go to the Facebook for Business website and press on Create a Page. **1\. Create** and configure a Facebook Page**.** Enter a Page name, category, and description. ![This%20image%20shows%20how%20to%20create%20and%20configure%20a%20Meta%20page%20for%20your%20business.%20](https://images.ctfassets.net/ph8r57dk1q9w/1bReEbicQHbPhfINLCs8PI/06a645e006d303668146b7e77ed424e1/createfacebookpagestep1_858055e7054dbd78495075b798b560c3.png) Choose your Page name wisely because it’s painful to change. Name change requests are subject to review and may take several days to process. **2\. Toggle** messages on**.** Although messages are on by default it doesn’t hurt to check by navigating to Page Settings > General and checking. ![This%20image%20shows%20how%20to%20toggle%20messages%20on%20for%20your%20business%20page.](https://images.ctfassets.net/ph8r57dk1q9w/7k53a1oKtUtCxUsc2aVEA1/b0ab69a4295ff499eb35e99b9c389f14/Createstep2_6a4a8e12a00ed217c90a0d79d35397d3.png) 3\. **Done.** You’ve created Facebook Messenger for business. Before moving forward, you should probably create a username for your page. This will be useful later when you create chat links so customers can find and message your page more easily. ![This%20is%20an%20image%20of%20a%20new%20business%20page.%20After%20creating%20it%2C%20you%20should%20create%20a%20username%20for%20your%20page%20too.%20This%20will%20be%20useful%20later%20when%20you%20create%20chat%20links%20so%20customers%20can%20find%20and%20message%20your%20page%20more%20easily.%20](https://images.ctfassets.net/ph8r57dk1q9w/5s0C9UVMK10kmKiz3n3g8l/9eefc392b76957373db0fad59623edba/NEWSTEP3_22734353316d3a1571f55d50bda238ac.png) #### Creating a Username for a Facebook Page Page usernames show underneath Page names, they are also used in the URL and m.me link. A unique username helps people identify your business, making it easier for customers to find and navigate to your page. ![This%20is%20an%20image%20of%20a%20screenshot%20showing%20how%20to%20create%20a%20username%20for%20a%20Facebook%20page.%20Creating%20a%20Page%20username%20is%20simple.%20Go%20to%20Page%20Settings%20and%20then%20Page%20Info%20and%20enter%20your%20username.%20If%20you%u2019ve%20recently%20created%20several%20new%20Pages%2C%20you%20may%20not%20be%20able%20to%20immediately%20create%20a%20username%20for%20a%20new%20Page.](https://images.ctfassets.net/ph8r57dk1q9w/7gdG7SOwgtQMkjdFlCvj0F/51e186cfe6c2d9f783f5a1be01ed09e0/usernameforfbpage_d3cb1e39790c380dfaa44d5690a09c20.png) Creating a Page username is simple. Click on *Create @Username*, or go to Page Settings > Page Info and enter your username. If you’ve recently created several new Pages, you may not be able to immediately create a username for a new Page. Now that you’re all set up, let’s review some Messenger for business best practices. ### Facebook Business Chat: Best Practices Communicating with customers over messaging apps is different from using email, phone and SMS. In this section, we’ll discuss the best practices for finding your customers on Facebook Messenger and the rules for messaging them. #### Facebook Business Chat: Finding Your Customers It would be nice if you could simply send all your Facebook page followers a private message, but Facebook does not allow this to avoid spam. Like most messaging apps, Facebook requires users to send the first message for businesses to start conversations. ![This%20is%20an%20image%20showing%20the%20ways%20to%20start%20a%20chat%20on%20Facebook%20Messenger%20for%20Business.%20You%20think%20you%u2019d%20be%20entitled%20to%20send%20Page%20followers%20a%20private%20message%2C%20but%20this%20is%20not%20the%20case%20according%20to%20Messenger%20policy.%20Like%20most%20messaging%20apps%2C%20Facebook%20requires%20users%20to%20send%20the%20first%20message%20to%20Pages%20to%20open%20conversations.%20Even%20though%20you%20can%u2019t%20just%20message%20your%20followers%2C%20there%u2019re%20many%20tools%20to%20get%20contacts%20on%20Facebook%20Messenger.%20%20We%u2019ll%20go%20over%20each%20of%20them%20in%20the%20following%20paragraphs.%20](https://images.ctfassets.net/ph8r57dk1q9w/2jCYJkLGLAsdmWXkzTvdLY/25db897cc92c736798938271acb881a1/StartingaChatMessengerUltimateGuide_f8e0f8ca7ac064a52282aa6427b05643.png) Luckily Facebook has several features to help you encourage your current and future customers to send a private message to your Facebook Page. If you already have a lot of traffic coming to your website Chat Links & Scan Codes are a good place to start. ##### Facebook Messenger for Business: Chat Links and QR Codes To make it easier for users to message you, Facebook has created a shortened URL that directs users to your Business Page in Messenger. These m.me URLs can be used on your website or inside newsletters to help direct visitors to chat with you. ![This%20is%20an%20image%20showing%20the%20ways%20to%20start%20a%20chat%20on%20Facebook%20Messenger%20for%20Business.%20You%20think%20you%u2019d%20be%20entitled%20to%20send%20Page%20followers%20a%20private%20message%2C%20but%20this%20is%20not%20the%20case%20according%20to%20Messenger%20policy.%20Like%20most%20messaging%20apps%2C%20Facebook%20requires%20users%20to%20send%20the%20first%20message%20to%20Pages%20to%20open%20conversations.%20Even%20though%20you%20can%u2019t%20just%20message%20your%20followers%2C%20there%u2019re%20many%20tools%20to%20get%20contacts%20on%20Facebook%20Messenger.%20%20We%u2019ll%20go%20over%20each%20of%20them%20in%20the%20following%20paragraphs.](https://images.ctfassets.net/ph8r57dk1q9w/mGXbHYGqgkrZ1JZcnA8I0/fd5fb2b461fe0befb84fc530bd28326d/Chat_Link__Messenger__Ultimate_Guide_749ed1fcef9b6f3958c115f993cc3b70.png) Your Facebook Page m.me link can be found in Page Settings. You can also add references to an m.me link by adding *?ref=* at the end of the URL. By adding references to m.me links you can track which is generating the most chat traffic for your account. ![This%20is%20a%20picture%20showing%20a%20QR%20code%20for%20Facebook%20Messenger%20for%20Business.%20M.me%20links%20with%20references%20can%20be%20embedded%20into%20QR%20Codes.%20They%20help%20convert%20offline%20customers%20to%20Messenger%20contacts.%20When%20users%20scan%20QR%20Codes%20with%20their%20phone%20they%u2019ll%20be%20taken%20to%20Messenger%20to%20start%20a%20chat.%20You%20can%20generate%20a%20QR%20Code%20on%20the%20Respond.io%20platform.%20](https://images.ctfassets.net/ph8r57dk1q9w/4EcWeH5qkMnIjci1UuGmJz/33c4e116e9b36ebc8c307b0898158187/Messenger_for_Biz_-_Get_Telegram_Contacts_with_QR_Code_e6109339f5ebbebaea74a0c11cde99f3.png) By generating QR codes with an m.me link, you can drive offline visitors to message you. If you’re looking to generate a QR code for your Facebook page, you can [create a free account on respond.io](https://app.respond.io/user/register) and [connect your Facebook page](https://help.respond.io/facebook-messenger/facebook-messenger-overview#connecting_facebook_messenger), then [generate a QR Code](https://help.respond.io/quick-start/getting-contacts-to-message-you). ##### Facebook Messenger for Business: Customer Chat Widget Using the Customer Chat Widget, website visitors can chat with your Facebook page directly on your website. It works like live chat, except Facebook users need to log in to send a message, so you can message them back later through Facebook Messenger. ![This%20is%20an%20image%20of%20Facebook%20Customer%20Chat%20Widget%20on%20a%20website.%20Customer%20Chat%20Widget%20is%20a%20useful%20tool%20to%20get%20Messenger%20contacts.%20It%20works%20similarly%20to%20live%20chat%2C%20allowing%20website%20visitors%20to%20chat%20with%20businesses.%20Usually%20you%u2019ll%20lose%20the%20visitors%20forever%20once%20they%20left%20the%20website.%20But%20with%20Customer%20Chat%20widget%2C%20you%u2019ll%20be%20able%20to%20message%20them%20back%20through%20Facebook%20Inbox.%20Previously%20website%20visitors%20must%20be%20logged%20in%20to%20their%20Facebook%20account%20to%20chat.%20Now%20People%20can%20start%20a%20chat%20using%20a%20guest%20account%20without%20logging%20in.%20Guest%20accounts%20will%20be%20deleted%20after%2024%20hours%2C%20or%20as%20soon%20as%20the%20guest%20user%20ends%20the%20chat.%20](https://images.ctfassets.net/ph8r57dk1q9w/LYpukqmk75Qx6PInu1Wzd/6c7d1b2e7126a84f73b6ba48b093b178/chatplugin_d2f40d9dc948c3aeba641d34a6ede1d0.png) Although this may slightly limit who you can message you, there are good [reasons why this solution is a whole lot better](https://respond.io/blog/add-messenger-to-website#toc-mobile-1) than live chat. Especially if you cannot be available 24 hours a day to make sure you answer a live chat message before the person leaves your website. You can [create and customize your Facebook Messenger chat widget](https://help.respond.io/quick-start/getting-contacts-to-message-you) on respond.io. ##### Facebook Messenger for Business: Facebook Search and In-App Search If you have the type of business that gets more Facebook Page visits than website visits, add a *Send Message* button to encourage Page visitors to chat in Messenger. Adding the button is simple; just navigate to Home and tap *Add a Button.* ![This%20is%20a%20screenshot%20showing%20how%20to%20add%20a%20send%20message%20button%20on%20your%20Facebook%20Page.%20Adding%20the%20Send%20Message%20button%20is%20simple%2C%20just%20go%20to%20Home%20and%20tap%20Add%20a%20Button.%20Facebook%20users%20can%20find%20your%20Facebook%20Page%20using%20the%20search%20bar%20and%20click%20on%20the%20Send%20Message%20button%20to%20start%20chatting%20in%20Messenger.%20](https://images.ctfassets.net/ph8r57dk1q9w/FUMOjba1N2OQlDvZM9cAA/3d68207ac5586ac159aa238c04ca108c/AddbuttonforFacebookPage_45c7d7ed723c51f141998d122ca6ca89.png) Your Facebook Page is also searchable through Messenger in-app search. So Facebook Messenger power users can message you directly without landing on your Facebook Page. But for those that do, there are some optimizations you can make. ##### Facebook Messenger for Business: Page Chat Window What if Page visitors miss the Send Message button? You can prompt visitors to message you instead. When activated, the setting will prompt Facebook users to send a message with a pop-up chat window on the bottom right. ![This%20is%20a%20screenshot%20of%20Facebook%20Chat%20Window.%20Chat%20Window%20is%20a%20pop%20up%20that%20prompts%20Facebook%20page%20visitors%20to%20send%20a%20message.%20A%20chat%20box%20will%20open%20when%20someone%20visits%20your%20Facebook%20Page.%20To%20enable%20chat%20window%2C%20turn%20on%20Prompt%20people%20to%20send%20messages%20in%20Settings.%20Like%20Customer%20Chat%20Widget%2C%20you%u2019ll%20be%20able%20to%20message%20Page%20visitors%20back%20once%20they%u2019ve%20messaged%20you.](https://images.ctfassets.net/ph8r57dk1q9w/7nYgBiNRot1KYB69p2ks9/df49960bb5b8e44ebc14977cc1c674fe/Chatwindowforfbpage_4ab6ff0eb010daca9ab59e95cb000ce0.png) To enable the chat window, turn on *Prompt people to send messages* in Settings. You’ll be able to message Page visitors back once they’ve messaged you. Please note that your Page needs a *responsive to messages* badge to see this option. ##### Facebook Messenger for Business: Comment Private Replies and Auto Reply Even if users don’t message your page, sometimes you can still send them a private message. Users may leave a comment on your post asking for additional explanation, businesses can you this opportunity to respond privately through Messenger. ![This%20is%20an%20image%20showing%20a%20screenshot%20of%20Facebook%20Comment%20Private%20Replies.%20Users%20who%20comment%20on%20your%20Facebook%20post%20are%20not%20something%20you%20want%20to%20waste.%20Use%20Private%20Replies%20to%20convert%20them%20into%20Messenger%20contacts.%20Private%20Replies%20allow%20businesses%20to%20respond%20to%20comments%20on%20their%20Page%20privately%20through%20Messenger%2C%20but%20this%20works%20on%20a%20small%20scale.%20Setting%20up%20Facebook%20Comment%20Auto%20Reply%20allows%20you%20to%20respond%20instantly%20to%20all%20comments.](https://images.ctfassets.net/ph8r57dk1q9w/1aXhcnp40PjsPnrrSYW5Q6/a11770d07d989280fa370d7411604144/RespondtoComments1_e5c118cce07ad7db8413ebc5200917e1.png) Businesses can send Private Replies to users by pressing the Message button on Facebook. Or [Set up Facebook Comment Auto Reply](https://respond.io/blog/facebook-comment-auto-reply) on the respond.io platform and automatically send a message to each user than comments on their posts. ##### Facebook Messenger for Business: Click-to-Messenger Ads Once you’ve converted all your existing customers to Facebook Messenger Contacts, you’ll want to reach out to new audiences. Using Click-to-Messenger Ads, you can direct Facebook users directly to a conversation with your business. ![This%20is%20a%20picture%20showing%20how%20Facebook%20Click-to-Messenger%20Ads%20work.%20You%20can%20promote%20Facebook%20Messenger%20for%20business%20is%20through%20Click-to-Messenger%20Ads%2C%20which%20send%20people%20into%20a%20conversation%20with%20your%20business%20in%20Messenger.%20They%20are%20better%20than%20traditional%20ads%20because%20they%20skip%20the%20landing%20page.%20](https://images.ctfassets.net/ph8r57dk1q9w/lGMQcafepinw9uBESWtlQ/391d349cd22a21457e47722dcb31724b/ClickToMessengerAdsMessengerUltimateGuide_3f048a8da1abf6c10b60c3afe228225e.png) Consider your current funnel, it’s probably a Facebook ad that directs a user to a landing page with a form, then you sent them an email. By skipping these steps and going directly to a Facebook conversation, you can increase your conversion rate by 10x. Click-to-Messenger ads can be placed in Facebook news feeds, Messenger Inbox and even on Instagram. Learn [how to set up Click-to-Messenger ads](https://respond.io/blog/facebook-messenger-ads) and [how we generated over 4,000 Messenger contacts with a Click-to-Messenger campaign](https://respond.io/blog/facebook-messenger-leads). ##### Facebook Messenger for Business: Customer Matching We’ve discussed all the best options above, but there is one additional one worth mentioning. Facebook Customer Matching. With Customer Matching, you can upload your customer's phone numbers to Facebook and start messaging right away. ![This%20is%20a%20picture%20showing%20how%20Facebook%20Customer%20Matching%20works.%20%20Customer%20Matching%20is%20a%20free%20tool%20to%20get%20Messenger%20contacts.%20It%u2019s%20a%20Facebook%20API%20that%20allows%20you%20to%20import%20contacts%20into%20Messenger.%20To%20get%20started%2C%20import%20a%20list%20of%20phone%20numbers%20to%20Facebook.%20If%20Facebook%20finds%20these%20numbers%20on%20Facebook%20account%2C%20the%20users%20will%20be%20sent%20an%20opt-in%20request%20through%20Messenger.%20Customer%20Matching%20is%20currently%20in%20Limited%20Beta%20and%20only%20available%20to%20US-based%20companies.%20](https://images.ctfassets.net/ph8r57dk1q9w/2JlyboIRNzlVA07Q8TeagM/8e5b8aee2db56a045a544a8857337875/CustomerMatchingMessengerUltimateGuide_8e7462fbb3dc48379bccb55f59475a23.png) So why did we leave this amazing feature for last? It’s currently in Beta and only available to US customers. So, unfortunately, we haven’t had the chance to test it out or explore if Facebook will ever expand this Beta program. #### Messaging Customers Using Facebook Business Chat Now that you know how to find your customers on Facebook Messenger, it is time to send a message from your Facebook Business Page. There are two ways to respond to customers on Facebook Messenger for business: via a third-party CRM platform or via Page Inbox. ![This%20is%20an%20image%20showing%20the%20two%20ways%20to%20send%20a%20message%20from%20Facebook%20Business%20Page.%20There%20are%20two%20ways%20to%20respond%20to%20customers%20on%20Facebook%20Messenger%20for%20business%2C%20via%20a%20third-party%20CRM%20platform%20or%20via%20Facebook%20Page%20Inbox.](https://images.ctfassets.net/ph8r57dk1q9w/5Z42LTohuhM6fkeIk0Co1C/66cd97b829e9f6f724c47b174b637a66/RespondVia_Messenger_UltimateGuide_00c6e0f1a6e345704fef57b8675a4d3e.png) Page Inbox makes it relatively easy to use Facebook Messenger for business. It allows Page owners to respond to messages received through Messenger and Instagram Direct. Plus, Page Inbox provides advanced organizational features like labels and notes. ![This%20is%20an%20image%20of%20a%20screenshot%20of%20Facebook%20Page%20Inbox.%20Page%20Inbox%20%28also%20known%20as%20%20Facebook%20inbox%20business%20or%20business%20manager%20inbox%29%20is%20a%20free%20tool%20that%20allows%20Page%20owners%20to%20respond%20to%20messages%20received%20through%20Messenger%20and%20Instagram.%20Admins%20can%20use%20Page%20Inbox%20to%20assign%20contacts%20and%20track%20issues%20with%20organizational%20features%20like%20labels%2C%20notes%20and%20mark-as-done%20functions.%20When%20a%20Page%20sends%20too%20many%20messages%20in%20a%20short%20time%20period%2C%20it%20will%20be%20converted%20to%20a%20high-MPS%20%28messages%20per%20second%29%20Page%20and%20lose%20access%20to%20Page%20Inbox.%20When%20that%20happens%20you%u2019ll%20have%20to%20manage%20messages%20through%20a%20Facebook%20Messenger%20API.%20Read%20our%20blog%20posts%20to%20learn%20how%20to%20use%20messenger%20API%20Facebook.](https://images.ctfassets.net/ph8r57dk1q9w/7Ekfk0IWSWU2IZvbhMmagA/29519d20e82916fefbd485194f6ddec7/PageInboxnew_52120bfae9ca4c50e7ec4caded67739c.png) While Page Inbox is relatively feature-rich, it’s not suitable for large businesses with many Messenger contacts. If a Page sends too many messages in a short time period, it will lose access to Page Inbox and have to manage messages through APIs. As with other messaging apps business accounts, Facebook Business Chat has certain limitations that will affect messaging with customers. We’ll describe these features in terms of 1:1 Messaging, Broadcast Messaging, Notifications & Group Messaging. ##### Facebook Business Chat: 1-to-1 Messaging Facebook has a few rules and features that you’ll need to understand to message customers successfully. The most important one is the [Facebook Messaging Window](https://help.respond.io/facebook-messenger/facebook-messenger-overview#messaging_window). While Read Receipts and Personas are not as essential they are nice to have tools. ![This%20is%20a%20picture%20showing%20the%20characteristics%20and%20special%20features%20of%20Messenger%201-to-1%20messaging%2C%20including%20messaging%20window%2C%20messaging%20status%20and%20personas.%20As%20with%20other%20messaging%20apps%20business%20accounts%2C%20Facebook%20Business%20Chat%20has%20certain%20limitations%20that%20will%20affect%20messaging%20with%20customers.%20We%u2019ll%20describe%20these%20features%20in%20terms%20of%201%3A1%20Messaging%2C%20Broadcast%20Messaging%20%26%20Group%20Messaging.%20The%20things%20to%20look%20for%20when%20it%20comes%20to%201%3A1%20messaging%20on%20Messenger%20are%20messaging%20window%2C%20read%20receipts%20and%20special%20features.%20While%20Messenger%20has%20a%20messaging%20window%2C%20it%u2019s%20better%20than%20other%20chat%20apps%20as%20it%20provides%20read%20receipts.%20It%20also%20has%20Personas%20feature.%20%20](https://images.ctfassets.net/ph8r57dk1q9w/5Hk3QUxPYYBmRCBB8MBnG5/e1d05e9c103ebeec3e0f124dc30ace5e/11MessagingMessengerUltimateGuide_e25329f0642449f99b6054819a5aa161.png) Managing heaps of daily 1:1 conversations while keeping customer satisfaction high is challenging. For that reason, we recommend integrating [Facebook Messenger with an AI-powered customer conversation management software](https://respond.io/blog/best-facebook-chatbots). If you choose respond.io, you’ll be able to reduce costs, response times and agent load with the [Respond AI](https://help.respond.io/workspace-settings/workspace-setting-respond-ai) features: [AI Agent](https://help.respond.io/automate-conversations/maximize-customer-service-potential-with-ai-agent), [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) and [AI Assist.](https://help.respond.io/messages/using-ai-assist) #### Facebook Messaging Window & Facebook Message Tags Being able to respond to Facebook users makes conversations with customers a lot easier than email. To prevent companies from spamming users after this initial conversation Facebook has implemented a 24-hour Messaging Window. After 24 hours, businesses can still respond to those customers using Facebook message templates, which are replacing message tags as the compliant method for initiating outbound Messenger conversations. You can now create and submit your own custom utility templates directly in respond.io—with support for variables, optional headers, and URL buttons—rather than being limited to pre-approved options. [Facebook has enabled four message tags](https://respond.io/blog/facebook-message-tag): Confirmed Event Update, Post-Purchase Update, Account Update, and Human Agent. ![This%20is%20a%20picture%20depicting%20different%20types%20of%20Message%20Tags%20on%20Facebook%20Messenger.%20After%20the%20messaging%20window%20of%2024%20hours%2C%20businesses%20must%20use%20Message%20Tags%20to%20send%20non-promotional%20updates%20like%20reminders%20and%20account%20updates.%20There%20are%204%20types%20of%20message%20tags%2C%20including%20Confirmed%20Event%20Update%2C%20Post-Purchase%20Update%2C%20Account%20Update%20and%20Human%20Agent.%20Confirmed%20Event%20Update%20tags%20are%20intended%20to%20send%20event%20reminders%2C%20whereas%20Post-Purchase%20Update%20tags%20are%20good%20for%20sending%20order%20or%20shipment%20status.%20Account%20Update%20Tags%20are%20designed%20to%20notify%20users%20of%20application%20status%20or%20suspicious%20activity.%20Human%20Agents%20tags%20let%20human%20representatives%20respond%20to%20user%20inquiries.%20Unlike%20the%20other%20three%20tags%20that%20can%20be%20used%20at%20any%20time%2C%20Human%20Agent%20tags%20can%20only%20be%20used%20within%207%20days%20of%20receiving%20a%20message.](https://images.ctfassets.net/ph8r57dk1q9w/4d4s8pP1jg7Yk7w2R9mAoI/842d6f5a807bb66ec9570e1652445a3e/MessageTagsMessengerUltimateGuide_9fbe71a192ed577c92481153b36b24f1.png) Each of the first two tags enables companies to update customers after certain customer actions. Confirmed Event Update tags allow event reminders and Post-Purchase Update tags allow shipping status updates. Account Update Tags enabled companies to notify users of account changes like terms and conditions or issues like fraud alerts but cannot be used to send recurring content like monthly statements. The Human Agent tag is designed to enable customer service by enabling agents to respond to issues within seven days rather than 24 hours. The Human Agent tag is currently in Beta and is only available to some CRMs like respond.io. Keep in mind Facebook may restrict your Page if you use message tags outside their intended purposes. As Meta phases out message tags, businesses should transition to message templates for proactively sending updates and notifications. With respond.io, you can create custom Messenger utility templates for appointment reminders, shipping confirmations, and follow-up sequences. In our experience, Facebook will provide a warning first and then start restricting page usage for a day, then two days, etc. ##### Send/Read Receipts & Personas Chatting with customers over Facebook is awesome, but Facebook provides a few extra features to make it even easier. When connected to a Messaging CRM, Facebook will pass read receipts to the platform, so you know when the customer has read your message. Facebook is helping to handle something unusual for customers who know the brand they are talking to but do not know the name of the rep or agent. Now, Facebook can display the name of the agent responding to the customer. ![This%20is%20a%20picture%20showing%20how%20Facebook%20Personas%20work.%20Personas%20provide%20a%20way%20for%20Messenger%20bot%20to%20pass%20the%20customer%20to%20a%20human%20agent.%20Businesses%20can%20create%20a%20virtual%20persona%20with%20a%20new%20icon%20and%20name%20into%20the%20Messenger%20conversation%20to%20add%20a%20personal%20touch.](https://images.ctfassets.net/ph8r57dk1q9w/Ct3aqP6lwSaC75ZY9Q3OX/4355b9d91025255e54423ccbfec21919/persona_a6da2efa4da1b62eb171f38100d2af29.png) Businesses can create a persona with a new icon and name in the Messenger conversation to add a personal touch. However, this feature is only available when connected to a Business Messaging platform via API. #### Facebook Business Chat: Broadcast Messaging One-to-one messages are great for customer service, but for marketing and other use cases, you might want to use broadcasts. There are two ways to send Facebook Messenger broadcasts: [Sponsored Messages](https://respond.io/blog/facebook-messenger-marketing#toc-mobile-10) and Message Tags. ![This%20is%20a%20picture%20showing%20the%20ways%20to%20send%20broadcasts%20Messengers%20on%20Facebook%20Messenger.%20One-to-one%20messages%20are%20great%20for%20customer%20service%2C%20but%20for%20marketing%20you%20might%20want%20to%20use%20broadcasts.%20There%20are%20two%20ways%20to%20send%20Facebook%20Messenger%20broadcasts%2C%20using%20Sponsored%20Messages%20or%20Message%20Tags.%20](https://images.ctfassets.net/ph8r57dk1q9w/6CitP966JwLQ96M4Bsy1GJ/255e84ed99e71e6a54b0219728d19b13/Messenger_for_Biz_-_Broadcast_Messaging_16ce16dc90273968ca3fc3b07030821f.png) For a marketing use case, you’ll need to use Facebook Sponsored Messages. Using Sponsored Messages, you’ll be able to reach out to your current Facebook Messenger Contacts with a promotion or some other Marketing message. Of course, Facebook will charge you for this privilege. Although Sponsored Messages can be sent outside of the Messaging Window, you still shouldn't spam your customers, as it may limit your page usage if the block rate goes above a certain percentage. ![This%20is%20an%20image%20of%20the%20screenshots%20of%20Facebook%20Sponsored%20Messages.%20Wondering%20how%20do%20I%20send%20a%20broadcast%20message%20on%20Facebook%20Messenger%3F%20Consider%20Sponsored%20Messages.%20What%20are%20Sponsored%20Messages%20on%20Facebook%3F%20Sponsored%20Messages%20are%20a%20type%20of%20paid%20ads%20that%20allow%20businesses%20to%20send%20highly%20targeted%20broadcasts.%20They%20are%20sent%20directly%20as%20a%20message%20to%20the%20customers%20with%20an%20existing%20Messenger%20conversation.%20Facebook%20sponsored%20messages%20cost%20varies%20depending%20on%20your%20budget%20and%20schedule.%20Read%20our%20blog%20post%20to%20find%20out%20how%20can%20you%20do%20sponsored%20Facebook%20Messages.%20](https://images.ctfassets.net/ph8r57dk1q9w/5yE8GuW3igLxcg9w4OqgqT/4fada1403cbe981415c080bc2fddb330/SponsoredMessages_Messenger_UltimateGuide_b1621d3b5897430a98c7a9139f4f6ef5.png) For other use cases like notifications, you can use Facebook Message Tags for broadcasts. Although Facebook doesn’t encourage this, it doesn’t restrict this practice either. So you’ll need to use your own judgment to stay out of hot water. Sending a concert cancellation notification broadcast using the Event Update message tag is a perfectly valid use case. However, it is likely easy to get in trouble if a lot of users start blocking your page and Facebook does provide one other way to send notifications. #### Facebook Business Chat: Notification Messages While it seems redundant, Facebook offers another way to send notifications called One-Time Notifications. Businesses can ask users to opt-in to a one-time notification for a specific reason. This system cannot be used for recurring notifications. ![This%20is%20an%20image%20of%20the%20screenshots%20of%20Facebook%20One-Time%20Notifications.%20One-time%20notifications%20let%20businesses%20send%20one%20follow-up%20message%20if%20the%20user%20asks%20to%20be%20notified.%20Before%20you%20can%20send%20One-Time%20Notifications%20the%20user%20will%20need%20to%20click%20on%20the%20Notify%20Me%20button.%20Once%20the%20user%20has%20opted%20in%2C%20the%20Page%20will%20receive%20a%20token%20which%20is%20an%20equivalent%20to%20a%20permission%20to%20send%20a%20single%20message%20to%20the%20user.%20The%20token%20can%20only%20be%20used%20once%20and%20will%20expire%20within%201%20year%20of%20creation.%20](https://images.ctfassets.net/ph8r57dk1q9w/qxwCYUZuw5nfKDd7JEyYR/9ab6cc851ceabb738290d5a726275006/OneTimeNotificationMessengerUltimateGuide_ede8b73b02b488e622f37ed577794e7f.png) Once the user has opted in, the Page will receive a token, which is equivalent to permission to send a single message to the user. The token can only be used once and will expire within one year of creation. #### Facebook Business Chat: Group Messaging Group messaging has become important for some business use cases like sales. And you’ll be pleased to learn that Facebook Messenger bots can be added to group chats. ![This%20is%20an%20image%20of%20the%20group%20messaging%20feature%20of%20Facebook%20Messenger.%20Group%20messaging%20has%20become%20important%20for%20some%20business%20use%20cases%20like%20sales.%20And%20you%u2019ll%20be%20pleased%20to%20learn%20that%20Facebook%20Messenger%20bots%20can%20be%20added%20to%20group%20chats.%20Once%20group%20chat%20support%20is%20enabled%2C%20your%20Messenger%20Bot%20will%20show%20up%20in%20the%20Add%20people%20typeaheads%20in%20an%20existing%20group%20chat%20thread.%20](https://images.ctfassets.net/ph8r57dk1q9w/7MEynAKsfYCLxG7tBO9Fx/5236bc559c06813f402c0aed98297d84/Messenger_for_Biz_-_Group_Messaging1_0d0ba85492281c8c9e5df5901d79147c.png) Once group chat support is enabled, your Messenger Bot will show up in the *Add people* dialog in an existing group chat thread. ### Facebook Business Chat: Infographic ![Facebook%20Business%20Chat.](https://images.ctfassets.net/ph8r57dk1q9w/7C6gsVEugZILGV50E2zi2i/f26dcf95fd313ac7f5866daef3f73f1d/FacebookBusinessChat_0fac4ab26157e6dc75dabd471d577799.png) You’ve made it to the end! Now that you have learned everything you need to know about Facebook Messenger for business, get ready to apply your newfound knowledge and take your messaging to the next level. To message customers with the leading AI-powered customer conversation management software, [try respond.io for free](https://app.respond.io/user/register). ### Further Reading If you're getting started with using Facebook Business Chat we recommend you read these three articles. - 12 Ways Companies Are Using Facebook Messenger for Business - How We Generated 4,240 Facebook Messenger Leads for $400USD + 3 Surprises - How To Set Up Facebook Comment Auto Reply ## [Facebook Messenger Marketing: When Meta Business Suite Hits Its Limits and What Tool to Use Instead](https:/respond.io/blog/facebook-messenger-marketing) Mid-market B2C teams running click-to-Messenger ads hit a ceiling with Meta Business Suite. No attribution, no broadcasts and a 40-message/second cap. Respond.io closes all three gaps: paid ads attribution, AI-powered lead qualification, and broadcast messaging to opted-in segments. ### Why Meta Business Suite stops working for Messenger marketing at scale Mid-market B2C teams running click-to-Messenger campaigns hit three hard limits that Meta Business Suite cannot resolve — and each one has a direct revenue cost. - Volume cap: Meta Business Suite caps inbound and outbound messages at 40 per second. For a team running high-volume click-to-Messenger campaigns, this isn't a theoretical limit — it's where leads go cold. Messages stop arriving in your inbox, and there's no queue: they're lost. - No broadcasts: Once the 24-hour messaging window closes, you can't reach opted-in contacts without Meta-approved message templates through the Messenger Platform API. Meta Business Suite has no broadcast functionality at all, so any contact who didn't convert in that window is unreachable — regardless of their opt-in status. - Attribution gap: Meta Business Suite shows you which ads started conversations. It does not show you which conversations became paying customers. This means ad budget gets reallocated based on click and conversation volume, not revenue outcomes. Campaigns that generate low-quality leads at high volume consistently outcompete ones that generate fewer, higher-intent buyers. These aren't edge cases. They're the default outcome for any mid-market B2C team whose Messenger campaigns are working. The infrastructure that made Messenger outperform email and product page ads stops scaling at exactly the point where volume grows. ### Why Messenger ads still outperform with the right infrastructure ![image%20showing%20the%20limitations%20of%20email%20and%20direct%20product%20ads%20as%20compared%20to%20Facebook%20Messenger%20marketing.%20Email%20has%20a%20low%20open%20rate%2C%20product%20ads%20push%20too%20hard%20for%20a%20purchase%20and%20it%27s%20a%20slow%20process%20for%20both.](https://images.ctfassets.net/ph8r57dk1q9w/2Ssc4xhOv6X5L4goe7UZDn/5d9f7e6862b128559eec6c16d4580839/FacebookMessengerMarketingImage01_3aa22d9fc30d3bd98a459957bd89e3b4.png) Messenger ads outperform feed posts and email because they start a conversation the moment someone clicks. But that advantage is entirely dependent on what happens inside the conversation, and Meta Business Suite is where it breaks down. - Feed posts are easy to ignore: Promoted posts aren't precisely targeted and are simple to scroll past. Messenger ads get more engagement and a higher ROI because they start a conversation instead of competing for attention in a feed. - The performance gap is real, but conditional: Once conversations start arriving, the advantage depends entirely on what happens next: how fast leads are replied to, how they're qualified, and whether you can tell which ads actually drove revenue. Meta Business Suite can't answer any of those questions at scale. - Speed is the mechanism, but it doesn't scale automatically: A prospect who gets an instant, relevant reply after clicking a Messenger ad is far more likely to convert than one who enters a drip sequence. As volume grows, that speed advantage disappears unless qualification is automated. Without respond.io's AI Agents handling that qualification, the speed advantage Messenger ads create is the first thing lost. Here is what Messenger enables when the infrastructure supports it: ![Image%20illustrating%20the%20benefits%20of%20Facebook%20Messenger%20for%20marketing.%20It%20helps%20gain%20contacts%2C%20accelerates%20prospects%20down%20the%20funnel%20and%20makes%20personal%20connections.](https://images.ctfassets.net/ph8r57dk1q9w/2dwo33UndxzLaKv75SAjOd/c60cb34ee846e45e314aa8cd101ec617/FacebookMessengerMarketingImage03_a9e554f714a562d84988303cf68a18bb.png) - Getting contacts: Click-to-Messenger ads and sponsored messages are the entry point. Each conversation gives you a name, profile, and intent signal you can use to sharpen future targeting. - Moving prospects through the funnel faster: Messenger lets you answer questions and gauge interest instantly. Prospects who aren't ready to buy can be re-targeted with sponsored messages based on what you learned in the conversation. - Building brand loyalty: Automated Messenger conversations still feel personal when done right. Responding to post comments via Messenger is an easy way to turn passive followers into active contacts. ### Meta Business Suite vs. respond.io: Which one fits your message volume? If you're hitting any one of the three conditions below, Meta Business Suite cannot resolve it. 1. Your message volume approaches 40 per second 2. You need to send broadcast messages to contact segments 3. You need to know which specific ads are producing paying customers. Not just clicks. Businesses that require additional functionality should upgrade to Facebook Messenger Platform and connect it to a customer conversation management software like respond.io. Let’s compare both options. #### Meta Business Suite inbox for low message volume ![Image%20illustrating%20the%20features%20and%20limitations%20of%20Meta%20Business%20Suite%20Inbox.%20It%27s%20free%20to%20set%20up%2C%20but%20has%20limited%20volume%20and%20does%20not%20allow%20broadcasts.%20](https://images.ctfassets.net/ph8r57dk1q9w/4J3XCT5TUzezeMzUkBSDPJ/f4dfe110f767a31dacb88fd71a8f0fe5/FacebookMessengerMarketingImage041_8d4d09be0bd87564c055dcbee92433d4.png) To start using Facebook Messenger for marketing, all you need is a [Facebook business page](https://respond.io/blog/facebook-business-chat#toc-mobile-4), which gives you access to Meta Business Suite's inbox. It's completely free to sign up for a Meta Business Portfolio, previously known as a Facebook business account, and there are no charges for sending messages. However, click-to-Messenger ads carry the usual Facebook advertising costs. Anyone who visits your Page can send you messages and you can reply; even if you're not doing any active marketing, people can search for your business and contact you, and you can respond at any time. Meta Business Suite has many built-in features that are useful for marketing: you can set [basic automated responses](https://www.facebook.com/business/help/395965998733706) like away messages and FAQs, keep all your contacts' conversations in one place and organize contact information for future targeting. For smaller businesses, these features are usually enough, but mid-market B2C teams will hit three hard limits: - Volume cap: If you send or receive more than 40 messages per second, messages stop arriving in your inbox entirely. - No broadcasts: Meta Business Suite doesn't support sending broadcast messages to contact segments. This is essential for marketing. - No attribution: It can show you which ads started conversations, but not which conversations became paying customers — so ad spend gets optimised on clicks, not revenue. #### Facebook Messenger platform connected to respond.io for growing marketing needs ![Image%20showing%20the%20basics%20of%20using%20Facebook%20Messenger%20Platform%20with%20respond.io.%20You%20subscribe%20to%20respond.io%20and%20you%20get%20a%2024-hr.%20messaging%20window%20to%20reply%20to%20contacts.%20It%20allows%20you%20to%20send%20broadcast%20messages%20with%20tags.](https://images.ctfassets.net/ph8r57dk1q9w/28l9D10D1FpbbC35YcqyUN/ed3e9f53410e4c61b04eee935113df46/FacebookMessengerMarketingImage051_378c8def66404a5b5330b5a2bf70db81.png) Larger businesses that send high numbers of messages and want advanced automation features will benefit by connecting Facebook to a [customer conversation management software like respond.io](https://help.respond.io/l/en/facebook-messenger/facebook-messenger-overview?_gl=1*jjmiuf*_gcl_aw*R0NMLjE3NjcwMDU1ODUuQ2owS0NRaUE2c2pLQmhDU0FSSXNBSnZZY3BQWEJKR0djeFFacE1BQVBXcnVIODR3Q1dfS05MZlZUWGxyNnlTT3lZelM5ay1QTFVCVzFOVWFBcTdFRUFMd193Y0I.*_gcl_au*MzA0OTE0NTg1LjE3NjkwNzgyNjU.#connecting_facebook_messenger): - High-volume messaging: Send and receive messages beyond Meta Business Suite's 40/second cap without losing conversations. - Contact organisation: Save contacts and organise them with tags. AI Agents automatically add or remove tags during conversations, turning chat insights into reliable segmentation for follow-up workflows. - 24-hour messaging window: One platform limitation to note — once a customer makes contact, you have a 24-hour window to reply freely. After it closes, you must use Meta-approved message templates to continue the conversation - Paid Ads attribution: Respond.io captures the specific campaign, ad group, and ad that triggered each conversation — then tracks that contact's progression from New Lead to Paying Customer. Ad spend optimisation is based on revenue outcomes, not conversation volume. ### What respond.io adds when Meta Business Suite isn't enough Now, let's look at how you can use your Facebook Messenger Platform connected to [respond.io](http://respond.io) to enhance your marketing capabilities. #### Track Messenger ad conversions with paid ads attribution ![](https://images.ctfassets.net/ph8r57dk1q9w/5UnNZXz8fyauQJEP0XhhGf/338b08480d0423cab50e6acddfe1921c/clip__1_.avif) Click-to-chat ads on Messenger are a powerful way to start conversations — but what happens after the click matters most. Without attribution, your Messenger ad strategy is optimised for clicks, not customers. Businesses running high-volume Messenger campaigns without revenue-stage visibility are routinely reallocating budget toward ads that generate conversations but not pipeline. With respond.io, you can track which Messenger ads actually convert and follow leads all the way through your sales funnel. In the Reports module, [Paid Ads attribution](https://respond.io/help/dashboard-reporting/reports-lifecycle#using-lifecycle-reports-with-paid-ads) is available in both Contacts and Lifecycle reports. This lets you: - Filter and group leads by Ad Campaign, Ad Group, or specific Messenger Ad - Monitor lead progression from New Lead to Paying Customer - Understand which campaigns generate quality leads that move forward, not just click With clear attribution data and lifecycle visibility, you can confidently optimize your Messenger ad strategy and maximize ROI — without relying on manual tracking or external tools. #### Feed Your Messenger Conversion Data Back to Meta with Conversions API ![](https://images.ctfassets.net/ph8r57dk1q9w/4QdSpWR7GRl58HbZpacEHQ/bee4d34edc5d2b24468d0e9e856359de/image__10___1_.jpeg) The [Meta Conversions API (CAPI)](https://respond.io/help/workflows/step-send-conversions-api-event) sends your verified conversion events from respond.io back to Meta so Meta can use those signals to optimise your ad delivery. Using respond.io's Send Conversions API Event Workflow step, you can trigger a CAPI event when a contact reaches a specific stage — for example, when a Messenger lead is qualified, or when a purchase is completed. Meta receives the signal and learns to prioritise audiences that resemble your actual converting customers. The practical impact: - Fewer spam leads. Meta stops targeting audiences likely to start a conversation but not convert. Businesses using CAPI typically see up to 60% fewer spam leads within weeks. - Smarter ad delivery. Meta optimises toward audiences that resemble your qualified leads, reducing cost per acquisition over time. - More accurate reporting. Because the data is sent server-to-server, it's unaffected by browser privacy restrictions or ad blockers. #### Qualify and route Messenger leads automatically with AI Agents ![](https://images.ctfassets.net/ph8r57dk1q9w/o62tRuWchjB85Vlx7dQAy/350c35c349f3e2faef77e0078c499377/ai_agent_-_edit_button_highlighted__1_.jpeg) When Messenger ad clicks start generating conversations at volume, the bottleneck shifts to what happens inside the chat. Every inbound conversation that requires a human agent to read, assess intent, and manually route it adds delay — and at high volume, that delay is where leads go cold. [Respond.io's AI Agents](https://respond.io/help/ai-agent-actions/ai-agent-action-assign-to-agent-or-team) handle the full qualification flow autonomously. When a contact messages you from a Messenger ad, the AI Agent responds immediately, collects structured lead details — such as budget, product interest and purchase intent — updates the contact's lifecycle stage, and routes high-intent buyers directly to your sales team via Workflows. Contacts that don't meet your qualification criteria are filtered out before they ever reach an agent. The practical impact for Messenger marketing: - Instant response, 24/7: AI Agents reply the moment a contact messages — no queue, no delay, regardless of time zone or team availability. The speed advantage of Messenger ads is preserved even at high inbound volume. - Structured qualification without forms: Rather than asking contacts to fill in a form, AI Agents collect details conversationally — asking about budget, intent, or product preference in the natural flow of the chat — and store the answers as structured contact fields. - Spam and low-quality lead filtering: AI Agents identify and deprioritize contacts who are unlikely to convert, so your sales team only receives conversations worth their time. - Automatic contact tagging and segmentation: Tags assigned by AI Agents during qualification are immediately available for Workflows, broadcasts, and follow-up targeting — no manual segmentation step required. Unlike basic Workflow automation that follows fixed decision trees, respond.io's AI Agents use reasoning to handle complex or unexpected replies, making them suitable for high-volume Messenger campaigns where prospects ask varied questions before deciding to engage further. #### Send promotional messages or updates to contacts who opt in [Recurring Notifications](https://developers.facebook.com/docs/messenger-platform/marketing-messages) is a feature that allows Messenger Platform users to send promotional messages provided that Contacts opt in. Opt-in requests are only allowed during the 24-hour messaging window, and Contacts can choose daily, weekly or monthly notifications. This is a great way to send newsletters, tips, or updates about products your Contacts are interested in. You can also use these notifications to encourage Contacts to send you a message. Because respond.io's AI Agents tag contacts during qualification conversations, your Recurring Notification segments stay current automatically. For example, contact who indicated interest in a specific product category during their first Messenger conversation is added to the relevant broadcast list as part of that qualification flow — no separate segmentation step required. This is what separates respond.io's broadcast capability from a basic Messenger platform integration: the segments are built by AI, not maintained manually. Note that the notifications need to be set up in the Facebook Developers Platform and can't be directly sent from respond.io. However, Contacts' responses to the notifications will go to your respond.io inbox. #### Sync Messenger conversations with your CRM ![](https://images.ctfassets.net/ph8r57dk1q9w/wIpVjZGfRFZ1cnGQKeaBt/5e9d08c76d97017af28b659470a26d30/salesforce__1_.avif) Without a CRM connection, qualification data collected in Messenger — budget, intent, product interest — stays trapped in the chat and never reaches your sales pipeline. Respond.io connects natively with HubSpot and Salesforce, and supports Zoho and others via Zapier or the API. CRM contact properties are visible directly inside the respond.io inbox, so agents don't need to switch apps mid-conversation. Data collected by AI Agents during Messenger chats is pushed back to the CRM automatically via Workflows — no manual data entry required. Note that automatic contact sync only applies to contacts added after the integration is enabled. Existing CRM contacts need to be imported manually. #### Send automatic replies to post comments ![](https://images.ctfassets.net/ph8r57dk1q9w/4lOahpCbpzuIEHJqFy7KCW/3c457a01a7a5d5ddadd29c751cc5bf63/Screenshot_2025-04-18_at_11.31.45_AM__1_.avif) Another way to get contacts is by encouraging comments on your posts and responding to them via Messenger. Use respond.io to [track comments and set auto-replies to them](https://respond.io/blog/facebook-comment-auto-reply#toc-mobile-3). For example, ask people to leave a heart emoji in the comments to indicate agreement or a need for more information. Using respond.io, select the Comments Tracking option and automatically reply to encourage prospects to take the desired next steps. This not only engages potential customers, but also turns commenters into contacts, extending your opportunity to target them. Because respond.io's AI Agents tag these contacts automatically based on their interaction type during the comment-to-Messenger flow, they slot into your existing broadcast and follow-up segments without any manual list management. This capability is specific to respond.io's Workflow and AI Agent architecture, not available in Meta Business Suite or generic Messenger-connected tools. ### Get inspiration from these Facebook Messenger marketing campaigns Many brands have had success with Facebook Messenger marketing campaigns. Both examples below share a common thread: the conversion gains came not just from switching to Messenger ads, but from being able to handle the conversation volume those ads produced. #### ParcelDaily boosts ad conversions by 60% with Meta’s CAPI + respond.io [ParcelDaily](https://respond.io/customers/parcel-daily-boosts-conversions-60-percent) is a Malaysian courier service with over 10,000 active users messaging them each month across Facebook Messenger, WhatsApp, Instagram and TikTok. The business was running Meta ads and generating plenty of conversations — but too many were low quality, slowing the team down and making it impossible to tell which campaigns were actually driving bookings. **How they did it:** ParcelDaily connected Meta's Conversions API through respond.io's Send Conversions API Event Workflow step, sending verified conversion signals — qualified leads and completed bookings — back to Meta. They also added AI Agents to collect customer details at the start of each conversation, filtering out low-quality leads before they reached the team. **The results:** Ad conversions increased by 60% and cost per lead from Meta ads dropped by 10%. As CEO Lai Khai Rong put it: "After we connected Meta's CAPI with respond.io, the ad platforms started optimising for leads that actually book deliveries. We saw less spam, faster replies, and 60% more conversions." #### Diskat boosts conversions an 80% with Meta’s CAPI + respond.io [Diskat](https://respond.io/customers/diskat-maintains-80-percent-conversion-rate-with-ai-agents) is a Guatemalan retail business running social media ads across Facebook Messenger, WhatsApp and TikTok. Getting hundreds of orders daily, the team was overwhelmed by the volume of inbound chats. Agents spent hours on repetitive tasks, customer data was scattered between chat apps and their ERP, and poor conversion tracking meant ad platforms were optimising for messages — not buyers. **How they did it:** Diskat deployed an AI Agent named Diky through respond.io to handle the full Messenger purchase flow — greeting leads, answering product questions, collecting customer details, confirming orders, and routing to a human agent only for logistics. They also connected Meta's CAPI via respond.io's Lifecycle feature, triggering conversion events each time a contact reached "New Order" stage. This gave Meta real-time data on actual buyers rather than conversation starters. **The results:** 90% of sales conversations are now handled end-to-end by Diky, and Diskat maintains an 81.4% conversion rate. Marketing and operational costs were cut in half. As their CEO put it: "Respond.io allowed us to unify and automate our entire sales process, from sales journeys to ad optimization. AI Agent Diky now manages most of our orders, so our team can focus on growth instead of repetitive work." ### Is Facebook Messenger marketing right for your business? Facebook Messenger marketing at scale makes sense for mid-market B2C businesses that meet the following conditions: your target audience is active on Facebook; you are already running or planning click-to-Messenger ad campaigns; and your conversation volume justifies automation. It is not the right fit for businesses that rely primarily on email marketing and aren't running social ad campaigns, or for teams that aren't prepared to manage real-time inbound conversations. For mid-market B2C teams whose Messenger campaigns are generating conversations but not measurable pipeline, the gap is almost always infrastructure. Respond.io closes the three gaps Meta Business Suite can't: 1. Paid Ads attribution connects your ad spend to paying customers, not just clicks 2. AI Agents qualify and route leads automatically so volume doesn't kill your response speed 3. CAPI feeds your conversion signals back to Meta to improve ad delivery over time. For mid-market B2C teams running Messenger ad campaigns at volume, respond.io is the required infrastructure layer. ### Further Reading Consider reading these to learn more about using Facebook Messenger. - Facebook Messenger for Business: The Ultimate Guide - Messenger Broadcast: How to Send a Facebook Messenger Broadcast - 12 Ways Companies Are Using Facebook Messenger for Business ## [Facebook Messenger Push Notifications: A How-To Guide](https:/respond.io/blog/facebook-messenger-push-notifications) Would you like to send Facebook Messenger notifications with high deliverability? Read this article to learn about Facebook Messenger push notifications. Free notifications with high deliverability rates and high engagement are always great news for businesses. If you are still using SMS to send notifications to customers, this blog is for you. Here, you’ll learn what Facebook Messenger push notifications are and the benefits of using Facebook push notifications for customer communication. We’ll also show you how you can use respond.io to send Facebook Messenger notifications. ### Facebook Messenger Push Notifications: An Introduction Let’s start from the beginning. What are push notifications, and why do many businesses worldwide choose Facebook Messenger for push notifications? #### What are Push Notifications on Facebook? Push notifications are messages sent by companies that open as a pop-up on the home screen or the top section of customers’ phones. Because of that, push notifications have higher visibility than other message types and are harder to ignore. Companies use push notifications to deliver short messages to customers and notify them about something important or urgent. Here are some ways companies use push notifications: - Remind customers of an event they have registered for - Provide them with shipping information after their purchase - Update them on the status of their account - Notify them of limited-time deals ![This%20image%20shows%20an%20example%20of%20what%20is%20push%20notifications%20on%20Facebook.%20](https://images.ctfassets.net/ph8r57dk1q9w/5GazycSbmZjqPtf81bd17t/40b7263b9b26b97d0f26a19ce7523aa3/FBPushNotificationsImage01_5ef7476328c3ca28b750b67de0390cae.png) Traditionally, businesses have been relying on SMS services to send notifications. But in the last decade, companies are increasingly switching over to instant messaging channels. For example, [Facebook Messenger is a popular messaging channel choice](https://respond.io/blog/top-messaging-apps#toc-mobile-2) due to its worldwide success as a communication app. If your customers are Facebook Messenger users, you should consider using Facebook Messenger to send them push notifications. ### Facebook Messenger Push Notifications vs SMS Next, we’ll compare SMS and Facebook Messenger in the context of push notifications to determine which one is the best fit for companies like yours. #### SMS Notifications for Business Messaging SMS messaging can be quite expensive, with prices varying for the different [types of numbers](https://respond.io/blog/business-sms#toc-mobile-5) and [SMS providers](https://respond.io/blog/business-sms#toc-mobile-6). Short code numbers are popular because of their high deliverability rate, but businesses must pay set up and lease fees on top of message fees. SMS messaging is also limiting, as it doesn’t support files or media. While emojis are supported, they aren’t SMS-native and need to be decoded. Thus, [using a single emoji can reduce the character limit](https://respond.io/blog/business-sms#toc-mobile-0) of a standard SMS from 160 to 70. People should be able to opt out of your notifications easily. Otherwise, they might block your number. Unfortunately, customers must send an SMS to stop receiving messages from the business in question, with costs involved. In addition, SMS notifications are subject to [carrier filtering](https://respond.io/blog/sms-marketing-sms-broadcast#toc-mobile-7). Because of that, some may not arrive at their destination. Let’s see how Facebook Messenger notifications fare against SMS messaging. #### Facebook Messenger Push Notifications for Business Messaging For a start, Facebook Messenger messaging is free. This is great news for businesses that need to send plenty of push notifications. Facebook Messenger messages support files, media and emojis, which make push notifications more engaging. And engaged customers are more likely to take action after reading a notification. | | SMS | Facebook Messenger Push Notifications | | --- | --- | --- | | Price | Variable | Free | | Supports Multimedia | No | Yes | | Opt-out Method | Send an SMS to the business | Request directly in the 1:1 chat | | Deliverability Rates | Low to High | High | Opting out of Facebook Messenger notifications is as easy as sending a 1:1 message on Facebook Messenger indicating that you don’t want to receive notifications any more. Unlike SMS, this is cost-free. Lastly, Facebook Messenger push notifications have very high deliverability rates as these don’t undergo a filtering process like SMS. Next, we’ll run you through the most important points to consider about using Facebook push notifications. ### What You Need to Know Before Using Facebook Messenger Push Notifications When it comes to Facebook Messenger messaging inboxes, these are the two main options: You can either use the [Meta Business Suite](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-2) or connect your Facebook Page to a messaging inbox. The Meta Business Suite includes some messaging and organizational tools suitable for some small and medium small businesses, such as basic automation, labels and filters. However, it lacks broadcast functionality for Facebook Messenger and [it’s not omnichannel, but multichannel](https://respond.io/blog/omnichannel-communication#toc-mobile-1). If you are looking for advanced messaging and organizational tools to send Facebook Messenger push notifications at scale, [connect your Facebook Page](https://help.respond.io/facebook-messenger/facebook-messenger-overview) to an omnichannel messaging inbox like respond.io. ![This%20image%20shows%20the%20preliminary%20info%20you%20need%20to%20know%20before%20sending%20Facebook%20push%20notifications%20to%20customers](https://images.ctfassets.net/ph8r57dk1q9w/J6eAxQnXHDgmro9s0UzPR/06b6c81bfd55342955f25f8d2e50334f/FBPushNotificationsImage03_c6b2092b875ab2e37a14b55789de51c2.png) To prevent spam, Meta has implemented some messaging rules for businesses using the [Facebook Messenger API](https://developers.facebook.com/docs/messenger-platform/reference/?locale=en_US). The first rule is you can’t import Contacts. Instead, they must send you the first message before you can message them back. Luckily, Meta offers different ways for customers to [start conversations with businesses.](https://respond.io/blog/facebook-business-chat#toc-mobile-8) The second rule is, businesses have a [24-hour messaging window](https://respond.io/blog/facebook-business-chat#toc-mobile-10) for conversations initiated by customers. Within that window, businesses are allowed to send messages without restrictions. If you want to send Facebook push notifications outside the messaging window, you'll need to use Facebook message templates. With respond.io, you can create and submit your own custom Messenger utility templates for Meta approval, giving you flexibility beyond pre-approved options for appointment reminders, shipping confirmations, and follow-ups. Now that you are familiar with the basics of Facebook Messenger, you are ready for the next step. Here‘s how to send Facebook Messenger push notifications using respond.io as a messaging inbox. ### How to Send Facebook Messenger Notifications with Respond.io Your company’s teams don’t have the same objectives when it comes to customer communication, and that reflects in their messaging practices. Facebook push notifications from a support agent are not the same as the ones sent by a marketer. ![This%20image%20shows%20three%20possibilities%20business%20have%20to%20send%20Facebook%20messenger%20notifications%20with%20respond.io%20](https://images.ctfassets.net/ph8r57dk1q9w/4gFNJIvzLggSs8zGolznaB/d249a4b27f75ec281b6405cad24685f5/FBPushNotificationsImage04_2f1b59702520401afc9f5e2f56f2622b.png) In this section, we’ll show you three push notification strategies for support, sales, marketing and transactional messages. #### Facebook Messenger Notifications with Respond.io: 1:1 Messaging Support and sales agents tend to send 1:1 push notifications to a single customer rather than blasting messages to an audience. From the [respond.io Messages Module](https://help.respond.io/quick-start/responding-to-messages), agents can manually type and send Facebook Messenger push notifications or trigger them [at the click of a button](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0). With respond.io, it’s possible to send text, images, audio and files in these notifications. Support agents will generally use message templates to keep customers informed outside the messaging window. On the other hand, sales agents can use custom Messenger templates to send booking confirmations, payment reminders, or tailored lead nurture sequences. ![This%20image%20summarizes%20Facebook%20Messenger%20push%20notifications%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6D6Pq0k6N8FZPwxFxylkV2/2fa3afadd729046cefd6718474dc8737/FBPushNotificationsImage05_e50c20f1ae21fbf101288babfabb3484.png) But there’s more. Meta is testing a [Human Agent Tag](https://help.respond.io/facebook-messenger/facebook-messenger-overview) to extend the messaging window from 24 hours to seven days. This feature is still in beta, and only available to some platforms like respond.io. This messaging window extension is especially useful for support and sales, as their communication with customers tends to be more conversational. The Human Agent Tag gives them enough time to attend to potential customer inquiries in response to Facebook Messenger push notifications. #### Facebook Messenger Notifications with Respond.io: Broadcast Marketing teams usually broadcast push notifications to large audiences for promotional purposes. There are two ways to do it with Facebook Messenger. First, you can broadcast Facebook Messenger push notifications. Note that you’ll have to abide by Meta's rules and use Message Tags only for their intended use cases, so shape your push notifications content carefully. Otherwise, you might face a [broadcast ban](https://respond.io/blog/facebook-message-tag#toc-mobile-4). ![This%20image%20summarizes%20Facebook%20push%20notifications%20broadcast%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/691g5NCtl1CURb1v4JkFA6/9f7c7b08ec3639c5a71193de2a51e8ff/FBPushNotificationsImage06_4bd0d6b14a7bc63c40c0b670ae4ed14e.png) Facebook Messenger broadcasts can be easily scheduled from respond.io’s Broadcast Module. For more details, check out our [Facebook Messenger broadcast guide.](https://respond.io/blog/facebook-messenger-broadcast) [Sponsored Messages](https://respond.io/blog/facebook-business-chat#toc-mobile-11) are Meta’s solution for businesses who want to broadcast push notifications with promotional intent. Unfortunately, these are not free. As a free alternative, you can consider [Telegram broadcast](https://respond.io/blog/telegram-broadcast#toc-mobile-1). Facebook Messenger notifications can also be automatically sent via API without involving customer-facing teams. Keep reading to know more. #### Facebook Messenger Notifications with Respond.io: Messages API Transactional notifications are automated messages that serve a necessary purpose in the customer journey. They are automatically triggered in response to specific customer actions and often include sensitive information. For example, customers may receive transactional notifications when making an online payment, or after applying for a new password on a website. [Respond.io’s Messages API](https://developers.respond.io/) is the most reliable way to send transactional push notifications containing text, attachments and [text with quick replies](https://developers.respond.io/#send-text-with-quick-replies-request). Since it’s an API, it has no interface and has to be connected to a business software. ![This%20image%20summarizes%20messages%20api%20for%20facebook%20messenger%20push%20notifications%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/77zXJKQoY7p51baLh5O35I/cd13e7c207d9ae7c35243e941b258977/FBPushNotificationsImage07_0c644e2f35788789c6ae2a8dcf295971.png) This is how Messages API works: 1. A customer triggers an event in your business software. 2. The business software generates a Facebook Messenger notification in response. 3. The Facebook Messenger notification is passed on to Messages API and subsequently respond.io. 4. The customer receives a Facebook Messenger push notification. Broadcast, 1:1 messaging and Messages API should cover most of your push notifications needs. However, we’d like to show you an additional way to send automated push notifications to customers who interact with your Facebook page. ### How to Send Facebook Push Notifications to Facebook Page Visitors with Respond.io [Facebook Private Replies](https://help.respond.io/facebook-messenger/private-replies) is a Facebook feature designed to send private automated push notifications to users who comment on your Facebook Page posts. It’s a practical tool that can help you convert page visitors into respond.io Contacts. A Facebook Private Reply can be a generic reply for all your Facebook Page posts or a specific reply for each of your posts. To use this feature, you’ll need to connect Facebook Messenger to respond.io. ![This%20image%20shows%20how%20to%20set%20up%20Facebook%20page%20push%20notifications](https://images.ctfassets.net/ph8r57dk1q9w/Wd2fm7OVdLeTafI5AXOPE/671649d80873a4da0a1a138d2166fd0d/Screenshot2022-09-26at3_48_37PM_9be8a0d971cd2de6f3d18b7b2e35fe55.png) Sales teams may use this feature to collect leads. As for support teams, it’s a practical way to systematically take discussions with customers out of the public eye. In short, this is how Facebook Private Replies work: 1. A page visitor leaves a comment on your post 2. A Facebook Messenger push notification is triggered and is sent to the visitor’s phone 3. The page visitor replies to the notification, becoming a respond.io Contact Remember that respond.io Contacts are people who have interacted with the messaging channels connected to the platform. Therefore, Page visitors will only become Contacts if they reply to the push notification. As shown, using respond.io for Facebook Messenger push notifications opens up a whole world of possibilities. Let’s see some extra features that make respond.io a great choice for Facebook Messenger push notifications. ### Facebook Messenger Notifications with Respond.io: Quick Wins Respond.io is not only useful for Facebook Messenger push notifications — it’s a platform designed for the entire customer lifecycle. It contains everything medium and large businesses need to market, sell and support across multiple channels. ![This%20image%20shows%20four%20benefits%20of%20using%20respond.io%20for%20facebook%20push%20notifications](https://images.ctfassets.net/ph8r57dk1q9w/6SubahJRyRFjhnFccPBOld/ad8e835082e2186a5f508c7ee02e97fc/FBPushNotificationsImage08_9ed81b0402df9e4608848a4976659257.png) In the final section, we’ll briefly introduce you to four quick wins that businesses experience when using respond.io as a messaging inbox for Facebook Messenger push notifications. #### Unify All Your Channels in an Omnichannel Inbox Meta Business Suite users can only send push notifications via Facebook Messenger. But it’s likely that your customers use other messaging apps to communicate with you. For that reason, you’ll need an omnichannel inbox that works with other popular messaging channels such as [Instagram DM](https://respond.io/blog/instagram-direct-message-api), [WhatsApp](https://respond.io/blog/whatsapp-business) or [LINE](https://respond.io/blog/line-official-account), as well as your [custom channels](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-6). ![An%20overview%20of%20the%20respond.io%20inbox](https://images.ctfassets.net/ph8r57dk1q9w/6IibRLFlYCVrpu7tc0AGRS/8904185bec2bf00b5a4ccb42cbdb3339/Screenshot2022-09-02at2_42_52PM_b14f935a659d72291a7c65c39ad4a4c6.png) Respond.io lets you unify all your channels in a single inbox, simplifying communication with your customers and preventing scattered conversations across different channels. #### Execute Your Ideal Chat Routing and Agent Assignment Strategies Push notifications sent by customer-facing teams often get responses and the interaction between agents and customers tends to be more conversational. With [respond.io’s Workflows](https://respond.io/blog/november-2021-release-workflows-module-and-send-message-templates-via-messages-api#toc-mobile-0), you can automate how these responses are handled. This tool helps provide quick and efficient assistance while reducing agent load. Start by creating your ideal chat routing strategy in the [Workflow builder](https://help.respond.io/workflows/workflows-overview). You could route conversations by [team function](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-mobile-4), [Contact language](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-mobile-5) or [shifts](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-mobile-6), to name some examples. ![This%20image%20shows%20the%20respond.io%20Workflows%20module](https://images.ctfassets.net/ph8r57dk1q9w/4x290A8gL6Un1pbeJToTpW/2a82c77d184a5465418ddd4febff1307/Screenshot2022-09-26at4_01_42PM_8a0445cff9fc6cb5e2920e71cc5b4162.png) Then, use your preferred [auto-assignment strategy](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-8) to deliver the conversation to the right agent in the team. #### Track Conversations and Agent Performance with Advanced Tools Respond.io has the tools required to supervise push notifications sent by agents, and how responses are handled. In the [Messages Module](https://help.respond.io/messages/messages-overview), managers have a general view of each Contact. Use the [Messaging Console](https://help.respond.io/messages/messages-overview) to get a detailed overview of every interaction, and the [Contact Activity tab](https://help.respond.io/contacts/contact-activity) for a summary of the conversation events in chronological order. For a granular view of an individual agent or team performance, use the [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview). ![This%20image%20shows%20the%20respond.io%20reports%20module%2C%20where%20you%20can%20identify%20trends%20and%20issues](https://images.ctfassets.net/ph8r57dk1q9w/2euYZauNWu2KHPAI330BfX/f0595f5c28d4f104a20d2cf9cc27495b/Screenshot2022-09-26at4_05_18PM_76195f795fd7d3e8428424ebf89d33a8.png) You can use filters (date, categories, teams and users) to sift through data to find new insights and areas of improvement. Here you can find out who is leaving push notification responses on hold for too long, or who has too few conversations assigned. #### Notify Customers on the Go with the Respond.io Mobile App Imagine the following scenario: One of your VIP clients needs assistance, but the account manager is not at his desk. You don’t want to cause a bad impression by delaying a push notification until the manager returns. ![This%20image%20indicates%20that%20respond.io%20is%20available%20for%20multiple%20devices%2C%20desktop%20and%20phone.%20This%20is%20useful%20to%20send%20facebook%20push%20notifications%20to%20customers.](https://images.ctfassets.net/ph8r57dk1q9w/5hqFptIeCRMlXftfTKthJD/6115f253834a618a86cf6731df7cfb3e/FBPushNotificationsImage091_27f8f0f1c3ac945d46e1c3c884406619.png) Because problems may appear when you least expect them, make sure you choose a cross-device messaging inbox. Respond.io is available on multiple devices, allowing agents to send Facebook Messenger push notifications from their desktop as well as their cellphones. Download the respond.io app from [Google Play Store](https://www.lego.com/en-us/aboutus/news/2019/october/lego-gift-bot?locale=en-us) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. Do you want to send Facebook Messenger push notifications with the leading customer messaging platform? [Sign up for a respond.io account here.](https://app.respond.io/user/register) ### Further Reading If you’ve found this article interesting, here are some additional readings for you: - Facebook Messenger for Customer Service: A How-To Guide - Facebook Messenger for Sales: A How-To Guide - Facebook Messenger for Marketing: A How-To Guide ## [Facebook Page Welcome Message: A How-To Guide ](https:/respond.io/blog/welcome-messsage-for-facebook-page) Read this article to learn how to create your Welcome Message for Facebook Page. You'll also find some useful Facebook Messenger welcome message examples! Understanding the crucial role of first impressions in business Facebook has introduced the Facebook Page Welcome Message feature, which allows businesses to engage with customers through initial greetings. In this guide, you'll learn first-hand how to write a compelling welcome message for your Facebook Page, how it works and find examples of Facebook Messenger welcome messages tailored to different occasions. ### What is the Facebook Page Greeting Feature? A Facebook Messenger welcome message is an automated customized greeting that Facebook users can create for their Facebook Pages. On the visitor’s side, these notifications are found in Facebook messages and in the [Messenger app](https://respond.io/blog/facebook-business-chat). ![how%20to%20make%20messenger%20chat%20pop%20up%20when%20someone%20visits%20your%20business%20page%3F%20](https://images.ctfassets.net/ph8r57dk1q9w/5xj1EwW0YSGZeXgpquVITA/abdceab3b76c58720eab413ffc2f0cf5/Screenshot2022-04-19at16_42_33_06e1f4c128f3e70d6495492c84bbbdca.png) Facebook welcome messages have certain restrictions. For instance, Facebook Page admins can only create a single welcome message. And Facebook Page visitors can only see it the first time they visit a Business Page before any message is sent. Last but not least, the welcome message body is limited to 160 characters. However, having a welcome message for your Facebook Page comes with important benefits: ![why%20use%20welcome%20message%20facebook%20messenger%20greeting%20examples](https://images.ctfassets.net/ph8r57dk1q9w/6JKHzMx0kYEynPKmrvxbCP/619ef5ac2c5fe7535787527b46de46e4/FBWelcomeMessageImage011_f3b78f961c7ba98a32fbc42eac22edf6.png) - Makes a good first impression - Invites customers to start a conversation with your business - Helps to collect leads - Provides visitors with valuable information We’ve covered what this feature is and why it is useful. Now that you are familiar with it, we’ll run through some Facebook Messenger welcome message examples you can use on your Facebook Page. ### Facebook Messenger Welcome Message Examples There are several ways to write a welcome message for a Facebook Page. While you can’t go wrong with a regular welcome, injecting some creativity into your greeting message will better help you meet your business goals. ![Facebook%20messenger%20greeting%20example](https://images.ctfassets.net/ph8r57dk1q9w/4oxV5SQQUt6lZ61olsBKse/004723d17045ab8e8a7a857eb00e636b/FBWelcomeMessageImage021_bbdf04686d80b235ee29463fb9858ec9.png) We have identified five types of Facebook Messenger greeting examples to help businesses engage with customers and drive their desired actions. #### Facebook Welcome Message Examples: General Greetings This type of Facebook welcome message is intended to show attentiveness to Facebook Page visitors and invite them to share their inquiries. Standard greetings like the ones below are the default choice for many companies. 1. “👋 Hey there, [First Name]. How can we help you today?” 2. “Welcome to [Business Name]! 😃 What can we do for you?” 3. “Hi [First Name of Recipient], it’s good to hear from you. Drop us a question if you have any!” #### Facebook Page Welcome Message Examples: Customer Support Some companies route Facebook conversations to their support teams. Greeting messages like the ones below set expectations for page visitors in terms of agent availability or response time when seeking customer service. 1. “Do you have an inquiry? 🤔 Drop it here and we’ll get back to you in the next 30 minutes!” 2. “Hello [Customer First Name]. Need help with anything? Share your question with us and you’ll get a rapid response from one of our agents.” 3. “Thanks for visiting [Business name]’s page! Our support agents are available Monday-Friday from 08:00 a.m. to 18:00 p.m. (GMT+8). Please leave your question here and we will reply as soon as we can.” #### Facebook Page Welcome Message Examples: Special Offers People usually use social media during their leisure time, which makes them more likely to perform actions that require some time and consideration, such as purchases. This creates a great opportunity for businesses to announce promotions in their Facebook welcome messages. 1. “🗣It’s CLEARANCE TIME! If you’ve been thinking about buying [Product category], now you can find them at a 50% discount here: [Business Website]” 2. “Hello [Customer First Name], want to know a secret? Get a $10 coupon with any purchase above $149 in our online store until September 21. Don’t tell anyone, ok? 🤫 [Business Website]” 3. “First time visitor? Then we have a little gift for you. Enter this code [Code number] on our website and get a welcome present from us!” #### Facebook Page Welcome Message Examples: Lead Capture Some Page visitors are willing to be contacted by your company, which makes your Facebook Business Page a good place to collect customer data. This can be done with a lead collection message like the ones below. 1. “Hi, you’ve reached [Business Name]. To get a quotation, please leave your phone number and an agent will get back to you very soon.” 2. “Glad to see you, [Customer First Name]. If you are interested in our [Product/service], please leave your email address. We’ll guide you through the whole journey.” 3. “Hello there! If you want quicker, more efficient responses, please share your phone number and we will call you within 1 hour.” #### Facebook Page Welcome Message Examples: Seasonal Messages Adding a bit of seasonal flavor to your welcome message makes your company look more humane and likable. Plus, some business activities are affected by seasonal events, so it’s always a good idea to keep customers updated. 1. “🎇It’s that time of the year again, and the Team [Business name] wants to wish you and your loved ones all the best! Need a quick gift? Remember that we deliver any item in less than 24 hours! [Business Website]” 2. “Hello, [First Name of Recipient]. Christmas is coming, and we all wish to spend some time with our families. Because of that, our replies may take longer than usual. Thanks for understanding, and Merry Christmas!🎅🏻’ 3. “Nothing says I love you, Mom like [Product name]. So we have prepared a curated collection, only for Mother’s Day. Available now on our website: [Business Website]” Now you have a good selection of Facebook Messenger welcome message examples. Let’s jump to the next section, where you’ll learn how to create your own. ### Sending a Welcome Message for Facebook Page Before getting into the step-by-step process, there are certain tips you’ll find quite handy when creating a Facebook Messenger welcome message. #### Best Practices for Facebook Page Greetings While email messaging is usually formal, instant messaging channels such as Facebook Messenger require a simpler, more direct tone. Here are four tips on how to write effective welcome messages for a Facebook page. - Provide a clear value proposition: Immediately convey the value of your Facebook Page and what the visitor can expect by following or interacting with your page. Whether it’s exclusive content, special deals, or insightful posts, make sure it’s clear. - Prompt an action: Include a clear call-to-action (CTA) in your welcome message. Encourage new visitors to like your page, check out your products, sign up for a newsletter, or any other action that is valuable to your business goals. - Manage expectations: Customers like to know how long they have to wait for an answer. Less than 24 hours will give a better impression than just soon. - Be conversational: Customers don’t appreciate talking to robots. Make sure your welcome message sounds natural and is straight to the point. ![Facebook%20welcome%20to%20Facebook%20message%20best%20practices](https://images.ctfassets.net/ph8r57dk1q9w/4q4FnUjMeYFvnM0oqlkRsf/8935a8e899366a7831e3f03150699c83/blog-update-sales-and-marketing-02_c225b75a23769e6adec0745bd35d426c.png) With these tips in mind, let us guide you through the process of creating a welcome message for Facebook Business Page. #### How to Write a Welcome Message for Facebook Business Page In order to set up a Facebook Messenger welcome message, you’ll need to be an admin of the Facebook Page. If you meet this condition, then follow these steps: **1\. Go** to your Facebook Business Page. ![How%20to%20create%20a%20welcome%20message%20for%20new%20Facebook%20page](https://images.ctfassets.net/ph8r57dk1q9w/2gMr5ZiSDfqWg53jWW50Y2/a2421c446962ff590160c148233df846/Screenshot2022-04-19at17_02_41_b0b538757e5ee174d8c7099295ecb559.png) **2\. Click** Settings from the menu on the left of your Page. ![How%20to%20set%20up%20a%20welcome%20message%20for%20FB%20page](https://images.ctfassets.net/ph8r57dk1q9w/1y41laMub9md3sW5rPGU6B/f366012cd1d159b591acb5845b8556fc/Screenshot2022-04-19at17_03_06_b4dc258e35b02d34ac16e1c9a15eff3f.png) **3\. Select** Messaging in the left column. ![how%20to%20set%20up%20a%20welcome%20to%20Facebook%20message](https://images.ctfassets.net/ph8r57dk1q9w/4YiwHBy51LWNsTzyzywFz2/d45b44f723197f8bb51caa2362208977/Screenshot2022-04-19at17_03_21_12135adfe79bfd25b45ba5d11db5c11e.png) **4\. Switch** on the toggle bar next to *Show a greeting*. ![Sample%20Welcome%20Message%20for%20Facebook%20Page](https://images.ctfassets.net/ph8r57dk1q9w/J4CG5M9TDR4C8xk8zwVvm/847c841a832c5e0e2e97fd030f1c6855/Screenshot2022-04-19at17_03_41_d816f6b921b1c876f0ff74447f0818af.png) **5\. Click** Change, edit the greeting, then click Save. ![How%20to%20edit%20welcome%20message%20in%20Facebook](https://images.ctfassets.net/ph8r57dk1q9w/kHT5k8RXYmEVMHNXE8uDX/8545d3cca9a1f9c308e2276cefd07917/Screenshot2022-04-21at17_49_53_ea45d117788ab022a8aea1fb75106533.jpeg) The image above illustrates some of the customization options supported by Facebook greetings, such as including the recipient’s name or a Facebook Page link. For those looking for more advanced customization in their welcome messages, we recommend using an automation builder like the one powered by respond.io. #### Facebook Page Welcome Message with Respond.io Respond.io Workflows revolutionize Facebook Messenger welcome messages. To begin, [link your Facebook Page to your respond.io account](https://help.respond.io/facebook-messenger/facebook-messenger-overview). Remember, Facebook sends welcome messages to first-time page visitors. However, Meta limits you to one primary app, either Facebook Page Inbox or an AI-powered customer conversation management software like respond.io. Choosing your Facebook Page as the primary has a downside - you’ll only be able to reply to Facebook Messenger conversations with respond.io 24 hours after the welcome message is sent. However, choosing respond.io as your primary app allows immediate responses and more advanced automation without a 24-hour wait. To leverage these capabilities fully, let's delve into automating your Facebook Page Welcome Message with respond.io #### Automate Messages with Respond.io With respond.io, businesses can automate their Facebook Page Welcome Message to efficiently engage with new Facebook Messenger contacts. This seamless integration enhances customer engagement from the first interaction. In the Workflow Builder, easily create an automated message for each new conversation start. Select 'Conversation Open' as the trigger, followed by a 'Send a Message' step. ![Send%20a%20message%20with%20Respond.io%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/7bBXsK4cyyPWPkB5VOp9Yn/1337762b41b29b355d702426b139893f/Screenshot2022-04-19at17_37_16_c3e3d2e9b9ba59263c5157da8a87d085.png) Then, choose your Facebook Messenger channel to personalize your welcome message with various content options such as text, files, images or Meta-approved message templates. Note that Meta is phasing out message tags in favor of approved message templates for proactively sending updates and notifications. The customization options don’t end there. If you want highly engaging messages that address Facebook Messenger Contacts personally, make sure to include [Dynamic Variables](https://help.respond.io/dynamic-variables/dynamic-variables) in the message body. After the welcome message, there are multiple ways in which you could develop your Workflow. #### Chat Routing with Respond.io In developing your Workflow, an effective strategy is to route conversations to the appropriate team. Chat routing offers substantial benefits for businesses, notably in improving team efficiency and cost-effectiveness by optimizing resource allocation in customer-facing operations. This approach scales seamlessly with business growth, enabling customized routing strategies for various specialized teams, such as technical support. Such targeted routing not only guarantees conversations are handled by experts but also enhances the customer experience. Personalized attention to returning or VIP customers fosters stronger client relationships. For detailed instructions on implementing this, refer to our [How-To Guide on routing Workflows](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio). Once Conversations are routed, it’s important that they reach the right Agent. There are several ways to [auto-assign Conversations to Agents](https://respond.io/blog/auto-assignment-automatic-assignment-respondio). Take your agent's availability into consideration when designing your assignment strategy. ![Instant%20message%20on%20Facebook%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3mAcWQbcLISLkZEageKAZd/5eb875b4b999698533a0e9fbdc9a8e82/Screenshot2022-04-19at17_57_56_947e047738bad650d39a22442df530c6.png) #### Extend Messaging Window with Respond.io By default, Facebook messages have a [24-hour messaging window](https://respond.io/blog/facebook-business-chat#toc-mobile-8:~:text=Facebook%20Business%20Chat%3A%201%2Dto%2D1%20Messaging). However, respond.io users can extend it to 7 days by using a Human Agent tag. This tag is useful for Agents who are away for some time, or who need additional time to answer complex inquiries. If you want to want to follow up with customers after they respond to the welcome message, you can use [AI Agent](https://help.respond.io/workflows/step-respond-with-ai). This [Conversational AI](https://respond.io/blog/conversational-ai) will automate responses to customer inquiries and qualify leads before passing conversations to human agents. To sum up, Facebook welcome messages are easy to set up, and they have the potential to make a memorable impression on Facebook Page visitors. Use them in combination with AI-powered customer conversation management software like respond.io and the Workflows automation builder for a superior customer experience. ### Further Reading You have reached the end of this article. Did you find it useful? If so, here are other quick reads that might interest you: - Facebook Messenger For Business: The Ultimate Guide - How To Add Facebook Messenger To Your Website - 6 Ways To Use WhatsApp Greeting Message ## [Facebook Payment: How Does Facebook Pay Work? ](https:/respond.io/blog/facebook-pay) Facebook payment is Meta's solution to process transactions on Facebook, Messenger and Instagram. But, how does Facebook Pay Work? Read this article to find out. Not too long ago, Meta released its own digital payment method called Facebook Pay. But how does Facebook Pay work? In this article, we’ll teach you everything you need to know to get started with Facebook Payment: Availability, how payments work and, most importantly, how to receive money on Facebook Pay. ### What is Facebook Pay? Facebook Pay is an e-payment tool that powers digital transactions over all the Meta products: [Facebook, Facebook Messenger, Instagram and WhatsApp](https://respond.io/blog/best-messaging-apps). It can be used for peer-to-peer or business transactions. #### Facebook Pay: A Brief Introduction Following the success of digital payment methods, Facebook — now rebranded to Meta— launched Facebook Pay in 2019. To align with the rebrand, Facebook Pay is also now called Meta Pay. Facebook Pay doesn’t store money; it acts more like an intermediary. For that reason, users must link a payment method such as a debit card, credit card or PayPal to send and receive money. ![This%20image%20shows%20Facebook%20Messenger%20Pay%20by%20Meta%2C%20their%20new%20digital%20payment%20method](https://images.ctfassets.net/ph8r57dk1q9w/3WdCE1BPf8HBxGaU90wCnp/642d66d6a92bf0fb0a8da91edb9682ef/FacebookPayImage01_2213e4aa17115f0d1b8cf862c4d0366a.png) While [this feature is available in over 100 countries](https://pay.facebook.com/availability/), its scope of use and the Meta channels it supports differ in every country. As a digital payment method, it has a number of benefits for businesses, which we will explain next. #### Why Use Facebook Pay [Meta already has a massive set of users](https://www.statista.com/statistics/272014/global-social-networks-ranked-by-number-of-users/) across all its platforms — a total of 3.71 billion monthly active users worldwide, meaning that you’ll open the door to more potential customers. And with [the increasing popularity of digital payments](https://www.fool.com/the-ascent/personal-finance/articles/digital-wallets-are-now-the-most-popular-payment-method-in-the-world/), Facebook Pay is an attractive option for tech-savvy customers. Unlike other digital payment methods, Facebook Pay reduces the number of steps customers need to take to make a purchase when using any Meta product. Customers initiate purchases on Facebook or Instagram without being redirected to external sites. Plus, they can use their stored credentials to speed up the checkout process. User-friendly payment methods like this one help businesses boost conversion rates and [often make impulse purchases easier](https://www.cnbc.com/2019/11/13/facebook-pay-brings-impulse-shopping-to-billions-on-social-media.html). ![This%20image%20shows%20how%20doing%20the%20Facebook%20Pay%20set%20up%20process%20can%20benefit%20you.%20Is%20Facebook%20Pay%20instant%3F%20Yes.%20Is%20Facebook%20pay%20secure%3F%20Yes.%20](https://images.ctfassets.net/ph8r57dk1q9w/18YBf9v69rN9KFYcz2rVXk/889355585dd0e5823242475416dff8b2/FacebookPayImage02_1d2c6224eabbcd05f9b5b4bd959d4c90.png) Is Facebook Pay safe? [Meta uses anti-fraud technology](https://pay.facebook.com/security-and-protection/#:~:text=Meta%20Pay%20is%20protected%20with,Meta%20Pay%20detects%20unusual%20activity.)) to detect suspicious activities and will notify you of anything unusual. Plus, Meta encrypts payment card and bank account information and gives the option to use PIN and biometrics to authorize payments. Lastly, this feature is free to set up and use for businesses and consumers. However, you may incur [fees from PayPal](https://www.paypal.com/my/webapps/mpp/paypal-fees) (if that’s your linked payment method) and from the [Meta Commerce Manager](https://www.facebook.com/business/tools/commerce-manager). We’ll get into more details later in this article. Despite all the benefits, businesses should know that cross-border transactions are not supported at the moment. Besides, some of the most important Facebook Payment applications are available in just a few countries. We’ll discuss that in the next section. ### Where to Use Facebook Pay Facebook Pay interacts with all the Meta messaging channels and social networks: Facebook, Facebook Messenger, Instagram and WhatsApp. | Facebook Pay Feature | In-app Checkout on Meta Shop | 1:1 Transactions | Fundraisers | Facebook in-app purchases | WhatsApp Pay | Integration with Shopify | | --- | --- | --- | --- | --- | --- | --- | | Availability | US | US, Thailand | Varies by country | Varies by country | Brazil, India | Us | | Channels | Facebook, Instagram | Facebook Messenger | Facebook, Instagram | Facebook | WhatsApp | Facebook, Instagram | | Description | Buy directly from Facebook and Instagram Shops | Quick transactions on Facebook Messenger 1:1 chats | Donate to causes on Facebook and Instagram | Pay for entertainment on Facebook | Quick transactions on WhatsApp 1:1 chats | Use Facebook Pay as a checkout method on a Shopify site | In this section, we’ll guide you through all the multiple possibilities that Facebook Pay has to offer. #### Facebook Payment: In-app Checkout on Facebook Shop and Instagram Shop If you have a Facebook or Instagram Shop, customers can make purchases directly in the app using Facebook Payment. Note that this is only available in the US. Of course, you’ll need to first set up a Facebook or Instagram Shop on the Meta Commerce Manager. ![This%20image%20shows%20how%20to%20Facebook%20Pay%20on%20Facebook%20and%20Instagram%20Shops.%20Meta%20Pay%20allows%20customers%20to%20buy%20directly%20from%20Facebook%20and%20Instagram%20Shop%20in%20the%20US.](https://images.ctfassets.net/ph8r57dk1q9w/7diOgBXlppbsZEiJlcG2Oz/7cc1b403618811e5f32373f5db58b729/FacebookPayImage04_b644bd545e29997fff34a292cfc35450.png) Be aware that [Meta charges Commerce Manager users a selling fee](https://www.facebook.com/business/help/2509359009104717?id=533228987210412&locale=en_GB) for every checkout on Facebook or Instagram Shops. For every sale above $8, there is a 5% fee. For sales below $8, there is a $0.40 fee. #### Facebook Payment: Messenger Transactions In the US and Thailand, Facebook Messenger users can easily transfer money to their contacts or request payments from them. Sending or requesting money is similar to sharing images or videos and can be initiated in a conversation thread. While this feature was designed with peer-to-peer transactions in mind, it can also be used by businesses that don’t handle a high volume of daily purchases. On Facebook Messenger, the Facebook Pay limit per month for total transactions is $9,999. This includes sending and receiving money. ![This%20image%20shows%20how%20to%20use%20Facebook%20Pay%20on%20Messenger.](https://images.ctfassets.net/ph8r57dk1q9w/4nUHFF8qijCsqYWqJ9AJqC/d2a0bd107547e277ed8f9ff3fee933b1/FacebookPayImage05_4c06b718a1719ece9b4585c595a427de.png) For instance, this is a handy tool for hospitality businesses that require reservation deposits or upfront payments, as customers can transfer the money after asking about availability. Businesses can also view the receipt in the conversation thread, creating a record for both parties. Once again, this is only possible if both the business and the customer reside in the same country and have access to the feature in the Facebook Messenger app. Later in this article, we’ll show you step-by-step how to request payments from your customers via Facebook Messenger. #### Facebook Payment: Donate to Fundraisers Meta gives Facebook and Instagram users tools to [raise funds for non-profit organizations](https://socialimpact.facebook.com/get-started/fundraise-with-facebook/) via Facebook Payment in [supported countries.](https://www.facebook.com/help/252443996270739) Across the Facebook or Instagram apps, there are several ways to pay through Facebook to donate to Meta Fundraisers: Facebook Pages with Donate button, Facebook Live with Donate button, Instagram Stories with a Donation sticker, Instagram Fundraiser in Reels, etc. ![This%20image%20shows%20how%20to%20pay%20on%20Facebook%20to%20donate%20to%20Faceabook%20Fundraisers.%20Simply%20click%20on%20the%20donate%20button%20and%20complete%20the%20transaction%20using%20Meta%20Pay](https://images.ctfassets.net/ph8r57dk1q9w/3lUmJ2BQ8yFBSkbWvndmk6/2feba7f5f85e57ad1386928e44d36ace/FacebookPayImage06_43f1c409914818a407d68fbf7b8e1312.png) Meta doesn’t charge any fees per transaction, meaning that the organizations will receive the full amount that users donate. #### Facebook Payment: In-app Purchases Facebook Payment is also a way to pay for various entertainment on Facebook, including games, in-game purchases, and exclusive content on [Facebook Watch](https://www.facebook.com/business/help/299111170863908?id=214359809769375). [Depending on users’ location](https://pay.facebook.com/availability/), the availability of the entertainment options will vary. ![This%20image%20shows%20how%20do%20you%20use%20Facebook%20Pay%20to%20get%20access%20to%20entertainment%20on%20Facebook](https://images.ctfassets.net/ph8r57dk1q9w/3N0poYgqHafuyeEopoc99i/fb5b8cfd58baa70b7b98d5c37e05d840/FacebookPayImage07_eae71c30fcd746f379cd3cccf5ec16b5.png) Following other successful live stream platforms like Twitch or Youtube, Facebook has also created a system of subscriptions and donations via Facebook Payment to support content creators. #### Facebook Payment: WhatsApp Pay Transactions In recent years, Meta has been testing [WhatsApp Pay, an in-app payment system](https://respond.io/blog/whatsapp-pay-everything-about-whatsapp-payment) for WhatsApp users in Brazil and India. Due to WhatsApp’s popularity in those countries, Meta wants to give WhatsApp users a way to send and receive money directly without leaving the app. ![This%20image%20shows%20how%20do%20I%20use%20Facebook%20Pay%20to%20send%20money%20on%20WhatsApp](https://images.ctfassets.net/ph8r57dk1q9w/5Knap1GI5hn4VVWgkZvGre/4c1d2aeb2c2ad89d5700fe22014b376d/FacebookPayImage08_9310936c3a5bc3be1fd2237b741e77a3.png) WhatsApp Pay is enabled by Facebook Pay and designed to work in conjunction with other WhatsApp e-shopping tools such as the [Business Directory](https://respond.io/blog/whatsapp-yellow-pages#toc-mobile-0), [Catalogs](https://respond.io/blog/whatsapp-catalog-whatsapp-shopping-catalog) and [Shopping Cart](https://faq.whatsapp.com/3321286237969420/?cms_platform=android&locale=en_US). #### Facebook Payment: Integration with Shopify Business owners can add a button in their Shopify stores to give visitors the option to check out using Facebook Payment. This option is only available to online stores located in the US. You may be surprised to learn that businesses [don't need to have a Facebook account](https://help.shopify.com/en/manual/payments/accelerated-checkouts/facebook-pay#requirements-for-merchants-to-add-meta-pay) to add a Meta Pay button to their Shopify store. ![This%20image%20shows%20how%20do%20I%20set%20up%20Facebook%20Pay%20as%20a%20checkout%20method%20on%20a%20Shopify%20store](https://images.ctfassets.net/ph8r57dk1q9w/1qlVIvy93GSv9yFO6Mi9tQ/31572b7a40ee3082b0e6afd60d09653b/FacebookPayImage091_b5785d12f91a7d6bb8380adde311601e.png) Now you are familiar with the different uses of Facebook Payment. In the next section, we’ll guide you through everything you need to do to use this feature as a payment method for your business. ### How To Use Facebook Pay To use this feature for business, there are three things you should be familiar with: - How to set up Facebook Pay - How to remove a payment method from Facebook Pay - How to initiate or request a Facebook Payment Let’s start by explaining how to set up Facebook Pay step by step. #### How to Set Up Facebook Pay Setting up Facebook Payment is easy, although the process varies across Facebook, [Instagram](https://help.instagram.com/357872324807367/?helpref=related_articles) and [WhatsApp](https://respond.io/blog/whatsapp-pay-everything-about-whatsapp-payment#toc-mobile-3). In this section, we’ll show you how to set it up on [the Facebook mobile app](https://play.google.com/store/apps/details?id=com.facebook.katana&hl=en_US&gl=US&pli=1) to give you an idea of what the process looks like. 1. Tap your profile icon in the top right corner. 2. Go to Settings. 3. Select Facebook Pay. 4. Add a payment method and choose between Debit/credit card or PayPal. 5. Enter your debit/credit or PayPal details and save them. ![This%20image%20shows%20how%20to%20sign%20up%20for%20Facebook%20Pay%20using%20the%20Facebook%20app](https://images.ctfassets.net/ph8r57dk1q9w/6T4sMnUJzejHvGPZI2S0Tx/b300d9edc1afccb1bff77d114f1821b3/2_abd2bbef090f5a9a5854fa4844e06550.png) Once your payment method is linked, it will be ready to use on your next transaction. But what if a business wants to link more than a single payment method? #### How to Remove a Facebook Payment Method Meta allows businesses to add more than one payment method and remove existing payment methods. This is how to edit your payment methods on the Meta Commerce Manager. 1. Tap your profile icon in the top right corner. 2. Go to Settings. 3. Select Facebook Pay. 4. Register an additional payment method by clicking on Add payment method. 5. Remove a payment method by tapping on it and selecting Remove Card or Remove Account accordingly. ![alt%3D%22This%20image%20shows%20how%20do%20you%20set%20up%20Facebook%20Pay%2C%20and%20how%20to%20remove%20payment%20methods.%22](https://images.ctfassets.net/ph8r57dk1q9w/28pCdHX2QZyC1nogxoNoXe/9b81def58fb59de0c17773037a90e05a/2_3e11c66311cbc0186f3e3c2074ca858c.png) Once you register an additional card or PayPal account, it will be added to your list of payment methods. You can select from the list your default payment method. There’s one important question left — how can customers initiate payments using Facebook Payment? The answer is not that simple, but we’ll break it down for you in the following section. #### How to Request or Initiate a Facebook Payment Businesses have four options when it comes to Facebook Pay transactions. - Request or initiate a Facebook payment via WhatsApp - Request or initiate a Facebook payment via Facebook Messenger - Enable seamless payments on Facebook or Instagram Shop - Use Facebook Pay as a checkout method in a Shopify store ##### Request or Initiate a Facebook Payment via WhatsApp If you are in Brazil or India and your WhatsApp app is updated to the latest version, you’ll probably have access to WhatsApp 1:1 transactions. In our detailed guide, we explain [how to set up WhatsApp Pay](https://respond.io/blog/whatsapp-pay-everything-about-whatsapp-payment#toc-mobile-3) and [how to initiate a transaction](https://respond.io/blog/whatsapp-pay-everything-about-whatsapp-payment#toc-mobile-7). ##### Request or Initiate a Facebook Payment via Facebook Messenger If you don’t have checkout enabled on Facebook or Instagram, this is how to accept Facebook Pay transactions over Facebook Messenger. 1. Open your Messenger app > Start a chat with a contact you want to request money from. 2. Tap $ from the menu > Enter the amount and tap Request. ![This%20image%20shows%20how%20to%20pay%20on%20Facebook%20Messenger%20using%20Meta%20Pay%20in%20three%20steps.%20](https://images.ctfassets.net/ph8r57dk1q9w/2rmpPegVxe2GSwqNQJT1lX/898df1ae6a80b2a9cc1c29eba506286c/FacebookPayImage101_812c9166198f67c937a50ffd6f3e905a.png) This process doesn't change much for customers who want to initiate a payment. As a customer, this is how to pay someone on Facebook Messenger: 1. Open your Messenger app > Start a chat with a business you want to send money to. 2. Tap $ from the menu > Enter the amount and tap Pay. Once you confirm the payment, the transaction will be recorded in the conversation thread. ##### Enable Payments on Facebook Shop or Instagram Shop First of all, ensure you have read the [checkout methods and eligibility requirements for Shops on Facebook and Instagram](https://www.facebook.com/business/help/449169642911614). If your business is eligible, enable direct checkouts on Facebook and Instagram Shops by following these steps. 1. Go to the Facebook Commerce Manager and select your shop. 2. Click Settings > Checkout method. 3. Find the checkout method you want to update and click the settings icon. 4. Choose Facebook Pay and click Change in the top-right. 5. Follow the steps to complete your change. If you’re changing your checkout method to Checkout on Facebook and Instagram, provide your shipping, customer service and payout preferences information. ![This%20image%20shows%20how%20to%20enable%20the%20in-app%20checkout%20option%20](https://images.ctfassets.net/ph8r57dk1q9w/1aKyXc06aQ8nkjEqN4GF3Y/3d49c266c3949df649fc717fab6d58a1/Screenshot2022-11-17at12_39_13PM_df937821f30065844330cf69ed5a41c5.png) Once done, your customers will be able to find you on Facebook and Instagram Shops and buy your products without leaving the platform. ##### Use Facebook Pay as a Checkout Method in your Shopify Store With a Facebook Payment button, customers who buy from your Shopify store have an accelerated checkout method. To include this button on your Shopify website, you’ll need to enable [Shopify Payments](https://help.shopify.com/en/manual/payments/shopify-payments) and your store needs to be located in the US. On their end, your customers need to use an IP address based in the US, and one of the following browsers: Safari or Chrome for desktop, Safari for iOS or Chrome for Android. To enable the Facebook Payment button, open your [Shopify admin](https://accounts.shopify.com/lookup?rid=870147b7-52ac-44ad-8f42-2acbb7721799) on your desktop and follow these steps. **1\. Click** *Settings* > *Payments* > *Manage*. ![How%20to%20accept%20Facebook%20Pay%20transactions%20on%20your%20Shopify%20site%20-%20Step%201](https://images.ctfassets.net/ph8r57dk1q9w/1NqerxXAfkfCAoX7CZ2mTJ/a62ebddf39783b4d60694aaff20675a8/1668375389-payments_250f22842b7d32b9b44f6b77dd6fe433.jpeg) **2\. Select** *Meta Pay* in the *Wallets* section and click *Save*. ![This%20money%20shows%20how%20to%20receive%20money%20on%20your%20Shopify%20site%20using%20the%20Meta%20digital%20wallet](https://images.ctfassets.net/ph8r57dk1q9w/741PPDhjBBI4SrJkCSeHPV/c10a05d3ddc72f6cdf7d9ae1900f7837/Screenshot2022-11-15at5_49_02PM_1aad1adad4b471edb043bb6b42b22154.png) We’ve covered all the foundations and how-tos. But if you’re still wondering whether Facebook Payment is for you, the section below can help you make up your mind. ### Should You Use Facebook Pay? At the moment, only businesses in the US have full access to what Facebook Pay has to offer. If your business is located there, you should give it a try, as [Facebook is extremely popular in the country](https://respond.io/blog/top-messaging-apps#toc-mobile-9). Otherwise, you should probably wait until Meta rolls out in-app payments for Facebook and Instagram in your country, as that’s the main appeal of using this feature for business. Facebook Pay is also still in its relative infancy, compared to more established and popular payment methods like [WeChat Pay](https://respond.io/blog/wechat-official-account#toc-mobile-1) in China and [LINE Pay](https://respond.io/blog/line-official-account#toc-mobile-1) in Japan. Only time will tell if it will become a widely popular digital payment method. If you frequently do business over Facebook Messenger and other messaging apps, consider using respond.io. [Get started for free](https://app.respond.io/user/register) and [connect Facebook Messenger](https://help.respond.io/facebook-messenger/facebook-messenger-overview#connecting_facebook_messenger) to [market](https://respond.io/blog/facebook-messenger-marketing), [sell](https://respond.io/blog/messenger-sales) and [support](https://respond.io/blog/facebook-messenger-for-customer-service) with the leading AI-powered conversation management software! ### Further Reading Did you find this reading interesting? Then check out the following articles: - Welcome Message for Facebook Page: A How-To Guide - Facebook Messenger Push Notifications: A How-To Guide - Facebook Messenger Ads: A How-To Guide ## [Facebook Shop: How to Use Facebook Shops to Sell Online](https:/respond.io/blog/facebook-shop) Do you want to sell on Facebook? In this article, you'll learn how to set up your Facebook Shop and how businesses use Facebook Shops to drive sales. Is there a better platform to showcase your products and connect with customers than Facebook? With its powerful e-shopping feature called Facebook Shops, you can create a seamless shopping experience for your audience, boost your online sales and take your business to new heights. In this blog post, we'll dive into the Facebook Shop benefits, features and how you can create it. Whether you're a seasoned e-commerce entrepreneur or just starting your online venture, get ready to discover the incredible opportunities that await you on Facebook Shop! ### What is a Facebook Shop? Facebook Shop is a [social commerce](https://respond.io/blog/social-commerce) feature provided by Meta. It serves as a digital storefront where businesses can showcase and sell their products directly on Facebook. They can create a visually appealing and organized display of their products, complete with product descriptions, pricing and images. Once in the shop, customers can browse their products, find what they want and make purchases easily. ![Shop%20Facebook%20is%20a%20social%20commerce%20feature%20provided%20by%20Meta%20that%20allows%20businesses%20to%20showcase%20and%20sell%20their%20products%20directly%20on%20Facebook.%20It%20serves%20as%20a%20digital%20storefront%20where%20businesses%20can%20create%20a%20catalog%20of%20their%20products%20or%20services%2C%20enabling%20customers%20to%20browse%2C%20discover%2C%20and%20make%20purchases%20without%20leaving%20the%20Facebook%20app%20or%20website.](https://images.ctfassets.net/ph8r57dk1q9w/xZMEJ5So0AK6jP82HyWKr/2ec94c1bfbe776cdae6727e7678788a2/image_f7e558fc7b29b19b086127c0b347287a.png) Facebook Shop also provides various features to enhance the shopping experience. For example, product tagging in photos and videos posted on your Facebook Page, search functionality for easy product discovery and customer reviews. Lastly, products, collections and promotions can be added, removed and arranged according to your needs. If you’ve never come across a Facebook Shop, we’ll explain where you can find them next. #### Where to Find Facebook Shops Customers can find Facebook Shops on a business’s Facebook Page, Instagram profile, [Instagram ads](https://respond.io/blog/click-to-instagram-direct-ads) with product tags, or shoppable content in their Feed, Stories and Reels. Once in a Facebook Shop, they can easily explore different product categories, view product details, add items to their cart and proceed with the checkout process. On top of Facebook Shops, Meta has also launched Instagram Shops, which can be discovered on [Instagram Explore](https://help.instagram.com/321958406152282/?helpref=hc_fnav). Both Instagram and Facebook Shops are managed under [Meta Commerce Manager](https://www.facebook.com/business/tools/commerce-manager). So if you have Shops on both Facebook and Instagram, your products can be visible on both platforms. ![Customers%20can%20find%20company%20Shop%20Facebook%20on%20a%20business%u2019s%20Facebook%20Page%2C%20Instagram%20profile%2C%20Instagram%20ads%20with%20product%20tags%2C%20or%20shoppable%20content%20in%20feed%2C%20Stories%20and%20Reels.%20Once%20in%2C%20they%20can%20easily%20explore%20different%20product%20categories%2C%20view%20product%20details%2C%20add%20items%20to%20their%20cart%2C%20and%20proceed%20with%20the%20checkout%20process.](https://images.ctfassets.net/ph8r57dk1q9w/2lTQ6h8mBx4OVbJbdf5FYT/bcf26c56b8fbe9db54af07a7f524a4e3/concepts-facebook-shop-image-02_42295d14d99c58730424f09c9210af8e.png) While in the past it was possible to display Meta Shops (Facebook and Instagram) on the [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app), the default WhatsApp social commerce tool is now [WhatsApp Catalogue](https://respond.io/blog/whatsapp-catalog-whatsapp-shopping-catalog), a mobile storefront that you can manage in the WhatsApp Business App. Now, you might be wondering how customers can complete a purchase in Facebook Shops. You’ll find the answer in the following section. #### Facebook Shop: Checkout Methods When it comes to checkout methods for your Facebook Shop, you’ll encounter three possible options: Website checkout, Messenger checkout and in-app checkout. With website checkout, customers are redirected to the business's external website to complete the purchase. When a customer selects a product and proceeds to checkout, they are taken to the business's website to finalize the transaction. Meta Pay allows customers to transfer money directly within the Messenger app in the US and Thailand. Customers can initiate the purchase process, select products and complete the transaction seamlessly within the Messenger conversation. ![This%20image%20shows%20the%20checkout%20methods%20for%20Shop%20via%20Facebook%3A%20Business%20website%2C%20Facebook%20Messenger%20and%20in-app.](https://images.ctfassets.net/ph8r57dk1q9w/23OE8zcJdBetAhfBhBqOFs/0a20bee2a13da16c60f18c04940ae030/concepts-facebook-shop-image-03_ee6e3cdcb81e6e32f571ac9cb08e9e4b.png) Finally, businesses in the US have access to the in-app checkout feature, which enables customers to complete their purchases without leaving the Facebook app. The entire transaction, including payment, can be conducted within the Facebook Shop interface, providing a seamless and convenient shopping experience. Is Facebook Shop free? While creating one doesn’t cost money, you’ll incur certain fees, which we’ll explain next. #### Facebook Shop: Costs Involved Businesses will be charged a processing fee for every order. The exact amount of the fee will vary depending on how the business onboarded to Facebook Shops and the transaction type. If you have onboarded to Shops [via the Facebook and Instagram app on Shopify](https://help.shopify.com/en/manual/online-sales-channels/facebook-instagram-by-meta/setup), Shopify will directly charge you the processing fee for any orders made through Meta. This applies to Shopify merchants who use Shopify Payments for their online store. The amount charged by Shopify will be the same as what you are charged for orders made on your online shop. However, using Shop Pay for [third-party gateways](https://help.shopify.com/en/manual/payments/third-party-providers) via Shopify will not impact your website's processor or web order fees. | Transaction Type | Sellers that onboard to Shops via the Facebook and Instagram app on Shopify | Sellers that onboard to Shops via Commerce Manager (expressed as % of total transaction value) | | --- | --- | --- | | Card | A payment processing fee will be charged by Shopify directly. | 2.9% | | PayPal branded checkout | A payment processing fee will be charged by Shopify directly. | 3.49% | | Shop Pay | A payment processing fee will be charged by Shopify directly. | 2.9% | Things work differently for businesses that onboard to Shops via Commerce Manager. When you make a sale, a processing fee is automatically deducted from your payout. This amount varies based on the transaction type, as seen in the image. This processing fee covers Meta's service costs, and you’ll keep the rest of your earnings. Now that you know how Facebook Shops work, we’ll discuss the benefits of using a Facebook Shop. ### Why Set Up a Shop on Facebook There are a few reasons why both businesses and customers benefit from using Facebook Shops. Facebook is a widely used social media platform with billions of active users. By setting up a Facebook Shop, businesses can reach a large audience, enhance their online presence and increase brand visibility. With the majority of Facebook users [accessing the platform through mobile devices](https://www.statista.com/statistics/377808/distribution-of-facebook-users-by-device/), having a Facebook Shop ensures that your products or services are easily accessible to mobile users. It allows for a smooth shopping experience within the Facebook app, increasing convenience for potential customers. ![This%20image%20shows%20why%20using%20Shops%20via%20Facebook%3A%20Increased%20online%20visibility%2C%20mobile-friendly%20shopping%2C%20direct%20sales%20channel%20and%20convenient%20customer%20communication.](https://images.ctfassets.net/ph8r57dk1q9w/5lJCKpN8l2hyX11UdplJ4/182699e7df02755c3ff9b0c5af4a8fa9/concepts-facebook-shop-image-05_e4240977e92491f4d904d6156df5091c.png) Facebook Shop allows businesses to sell products directly through the platform. Customers can browse, select and purchase items without leaving Facebook, simplifying the buying process and potentially boosting conversions. This messaging functionality is integrated into the shopping experience, allowing customers to seek assistance, ask questions or clarify product details before purchasing. Because of the mentioned benefits, many businesses do not hesitate to use Facebook Shops to sell online. If you’re looking for inspiration, we’ll run you through some real-life examples. ### Businesses Using Facebook Shops with Great Results In this section, we’ll introduce you to Zimba and Pink Tag Boutique, two companies that have seen success using Facebook Shop to boost sales. #### How Zimba Boosts Sales with Facebook Shop Zimba, a teeth-whitening brand, eagerly embraced Facebook Shops to expand its distribution channels and connect with customers on Facebook and Instagram. With an existing presence on these platforms and a [Facebook catalog](https://www.facebook.com/business/help/1275400645914358?id=725943027795860), setting up the Shop was straightforward for Zimba. Customers can easily discover Zimba's Shop through various channels such as their Facebook Page, Instagram profile, Stories, and ads. The shopping experience was seamless, allowing users to browse, add products to their cart and complete orders within the app itself. ![This%20image%20shows%20how%20Zimba%2C%20a%20teeth-whitening%20brand%2C%20eagerly%20embraced%20Facebook%20Shops%20to%20expand%20its%20distribution%20channels%20and%20connect%20with%20customers%20on%20Facebook%20and%20Instagram.%20With%20an%20existing%20presence%20on%20these%20platforms%20and%20an%20online%20catalog%2C%20setting%20up%20the%20Shop%20on%20the%20Facebook%20Shop%20Manager%20was%20a%20straightforward%20process%20for%20Zimba.](https://images.ctfassets.net/ph8r57dk1q9w/2towCtSuguojvmqXc1142R/161394e9d51059138d917bc034f99829/screenshot-2023-07-05-at-123829-pm_f8b7a884d18a673921e2115abe5ac47c.jpg) Additionally, customers had the convenience of messaging Zimba for support through [Messenger](https://respond.io/blog/facebook-business-chat) or [Instagram DM](https://respond.io/blog/instagram-business-chat). Shortly after implementing Facebook Shops, Zimba noticed a significant increase in incremental purchase orders, highlighting the value of this feature. During the evaluation period of July 1 to August 31, 2020, Zimba assessed the impact of Facebook Shops using data from Commerce Manager and Facebook Ads Manager. The analysis revealed that Zimba received 1,200 additional orders through Shops. Moreover, customers who made purchases through Shops had an average order value that was 6.7% higher compared to those who bought products directly from the website. #### How Pink Tag Boutique Boosts Sales with Facebook Shop Fashion brand Pink Tag Boutique collaborated with a digital ad agency to optimize its Facebook presence. It set up a Facebook Shop with checkout functionality, allowing customers to make purchases directly on the platform. It used photo ads and product tagging to enhance product discovery and browsing. Additionally, It introduced Facebook Live Shopping, enabling viewers to buy featured items during and after live broadcasts. ![This%20image%20shows%20Fashion%20brand%20Pink%20Tag%20Boutique%20collaborated%20with%20a%20digital%20ad%20agency%20to%20optimize%20their%20Facebook%20presence.%20They%20set%20up%20a%20Facebook%20Business%20Shop%20with%20checkout%20functionality%2C%20allowing%20customers%20to%20make%20purchases%20directly%20on%20the%20platform.](https://images.ctfassets.net/ph8r57dk1q9w/44iCsYyULSM7EzB8gBqX80/6b476a608180d7977f4bf37045e1f182/screenshot-2023-07-05-at-124159-pm_f5bcacc51d6e2397a8d765405b7dfb7c.jpg) The first live shopping event served as a successful product launch, attracting purchases both during and after the broadcast. Analyzing the results from October 1, 2020, to February 20, 2021, Pink Tag Boutique achieved $44,448 in incremental sales from Facebook Shops. It received 804 additional orders through the platform, and buyers on Facebook Shops had a significantly higher average order value of $65.79 compared to $39.65 for website purchases. These outcomes highlight the positive impact of implementing Facebook Shops for Pink Tag Boutique's business. Now that you understand how Facebook Shops operate and how businesses use them to sell, it’s time to learn how to set up your own Facebook Shop. ### How to Create a Facebook Shop To create a Facebook Shop, you’ll need a Meta Business Account (now renamed Meta Business Portfolio), Facebook Page and a Facebook Catalog. If you don't have the last two items yet, don’t worry, as you can create both during your Shop setup. You’ll also need full control of the Meta Business Account that owns your Facebook Page and Catalogue. So make sure you can [Manage permissions](https://www.facebook.com/business/help/299504287548592) for both the Page and Catalogue. To make your shop visible on Instagram, you'll need an Instagram Business account, which must be connected to your Meta Business Manager or Facebook page. To start with the creation of your Facebook Shop, open Commerce Manager. 1\. **Click** *Get Started.* ![This%20image%20shows%20the%20first%20step%20to%20set%20up%20Shop%20on%20Facebook%3A%20Click%20get%20started](https://images.ctfassets.net/ph8r57dk1q9w/7j5saIP59co7nr4DdAGpJD/8e3f68ca786606d4a520c987ef03296e/screenshot-2023-07-13-at-41726-pm_95ceb96342258fc48f826593340846f5.jpg) 2\. **Select** *Create a Shop.* ![This%20image%20shows%20the%20second%20step%20to%20set%20up%20a%20shop%20on%20Facebook%3A%20Click%20on%20Create%20a%20Shop](https://images.ctfassets.net/ph8r57dk1q9w/3SvR9ZZC7I2IZAelFDyxdq/15709e4d8fd0cd2e38ee9dee80da154b/screenshot-2023-07-13-at-41733-pm_452aa9683b1d425b12c6a8bd805ddf9e.png) 3\. **Click** *Next.* ![This%20image%20shows%20how%20to%20create%20a%20shop%20on%20Facebook](https://images.ctfassets.net/ph8r57dk1q9w/6RbYJYmMlDh3iBbk5SqNmh/0e6c0124ca15cd30e7c9369dd7684b30/screenshot-2023-07-13-at-41745-pm_5594470e46985c3f5f3c52b1a4c1ed45.jpg) 4\. **Choose** a checkout method. ![This%20image%20shows%20the%20third%20step%20when%20setting%20up%20a%20shop%20on%20Facebook%3A%20Choose%20a%20checkout%20method.](https://images.ctfassets.net/ph8r57dk1q9w/5GURRs3MrJtyarwHgXbdpG/4b0c770c92fce5ff96633923eaf5e647/screenshot-2023-07-13-at-41751-pm_52e27b617d5cb9655723e13eefc0cd32.jpg) If you are in the US, enabling in-app checkout is an option. Because this is not possible in any other country, we’ll cover how to set up checkout on an external website. 5\. **Select** a Facebook Page or create a new one. ![This%20image%20shows%20the%20fourth%20step%20of%20set%20up%20Facebook%20Shop%3A%20Select%20or%20create%20a%20Facebook%20Page.](https://images.ctfassets.net/ph8r57dk1q9w/Vbr35ybLHfn9qaKnSHr1f/476cc66d37955d4b03f293c97511dd3d/screenshot-2023-07-13-at-41806-pm_69ddf9b5e557d610ef954cea3fed5462.jpg) 6\. **Connect** a business account or create a new one. ![This%20image%20shows%20the%20step%20number%20five%20to%20create%20Facebook%20shop%3A%20Connect%20a%20business%20account.](https://images.ctfassets.net/ph8r57dk1q9w/5NgtKyBQ5WMMIF7NVelDQu/fb7fb81028554d57332dac65e290a17f/screenshot-2023-07-13-at-43504-pm_efcc2adaa6378fdcf6312b83939fe4b6.jpg) 7\. **Select** or create a catalogue. ![This%20image%20shows%20how%20to%20create%20a%20new%20Facebook%20catalogue](https://images.ctfassets.net/ph8r57dk1q9w/6azKD0B59PU4cFIrGBu0K4/3af80da3c9408f19a1267be432def30f/screenshot-2023-07-13-at-43601-pm_85902a999db907fd81ead70c0c3f8e3d.jpg) 8\. **Add** countries you deliver to. ![This%20image%20shows%20how%20to%20add%20countries%20you%20deliver%20to%20in%20your%20Meta%20Store](https://images.ctfassets.net/ph8r57dk1q9w/2RtQsKZjZlRsyfFjnQPSxT/4c7ee648c25ee67e6bf00735d8f28803/screenshot-2023-07-13-at-42152-pm_fefe25e526445093a62a7e9690c8a5c6.jpg) 9\. **Review** all the information and click *Finish setup*. ![This%20image%20shows%20how%20to%20open%20a%20store%20on%20Meta%3A%20Finish%20setup](https://images.ctfassets.net/ph8r57dk1q9w/4Slh8ntZhAkp0OeBa3Jhm0/6e42f316e0fb6dc90f302772a629ce8b/screenshot-2023-07-13-at-42206-pm_3262cdb1a22c06b93a22004942bf12f6.jpg) The Facebook Shop approval process can take up to 48 hours. In the meantime, you can manage your catalog items in the Meta Business Manager. Or you could get started with a business messaging platform like respond.io to take customer communication to the next level. ### Shop on Facebook with Respond.io Now that you've listed your products and services on your Facebook Shop, you can anticipate more sales and inquiries from customers. If you're a large business that needs advanced messaging features to handle high volumes of messages, then you'll need to [connect Facebook Messenger to respond.io](https://help.respond.io/facebook-messenger/facebook-messenger-overview). Let’s discuss how respond.io benefits businesses with Facebook Shops. #### Facebook Shops: Extend the Messaging Window with the Human Agent Tag Facebook Messenger’s 24-hour messaging window is sometimes limiting. For example, if a customer contacts your support team on Friday and your business closes on weekends, the messaging window will likely end before the problem is solved. Other issues are simply more complex and take longer to be identified and solved in only 24 hours. Respond.io is one of the selected platforms that enable the [Human Agent Tag](https://respond.io/blog/facebook-message-tag#toc-mobile-1), which extends the messaging window from 24 hours to seven days. You’ll have access to it once you connect Facebook Messenger to respond.io. #### Facebook Shops: Connect All Your Messaging Channels to a Single Inbox Your customers probably message you from other popular messaging channels besides Facebook Messenger. For example, if you also have an Instagram Shop, you’ll receive customer messages through Instagram DM too. Therefore, you’ll need an [omnichannel inbox](https://respond.io/blog/omnichannel-communication) to consolidate all messaging channels in a single platform for efficiency. ![This%20image%20shows%20respond.io%27s%20omnichannel%20capabilities.%20If%20you%27re%20going%20to%20open%20a%20Facebook%20Shop%2C%20you%27ll%20need%20a%20messaging%20platform%20that%20seamlessly%20integrates%20with%20Facebook%20Messenger%20and%20other%20messaging%20platforms.](https://images.ctfassets.net/ph8r57dk1q9w/6yjx15hUEb3HRviq5JSe5B/e33211a748fa206a7a35130120999dce/screenshot-2023-07-05-at-21503-pm_5afd469cc762da34b2e2efe57ba01161.jpg) When using several channels for customer communication, it is common to end up with siloed conversations across different channels. [Respond.io’s Contact Merge tool](https://respond.io/blog/merge-contacts) has been purposely designed to tackle this issue. By merging duplicated customer profiles, you’ll be able to create a single customer story and message history. #### Facebook Shops: Market Your Facebook Shop with Click to Chat Ads Using click to chat ads from Facebook or Instagram is a great way to help potential customers discover your shop and get them into a conversation. Respond.io’s click to chat workflow template enables you to automate these ads. Maximize sales with targeted ads that draw leads in with a click. Capture their contact details, start a conversation and direct them to your shop. #### Facebook Shops: Automate Daily Operations with Workflows To ensure the best shopping experience, it is important to give customers prompt attention when they reach out to you. While handling low volumes of conversations manually is not a problem, it is hard to guarantee efficient and consistent support when the number of inquiries increases. ![This%20image%20shows%20respond.io%20Workflows%2C%20which%20you%20can%20use%20to%20improve%20the%20efficiency%20of%20your%20conversations%20over%20Messenger%20if%20you%20open%20a%20Facebook%20Shop.](https://images.ctfassets.net/ph8r57dk1q9w/uNGRwaWkShzRZblK0Keio/0ce805a7e6ee061cb9193d132b81cadd/screenshot-2023-07-05-at-22345-pm_e742bb7761c9b214bdace7c7395ddd40.jpg) In these cases, an automation builder like [respond.io’s Workflows](https://help.respond.io/workflows/workflows-overview) can reduce agent load and systematize all business operations. For example, you can build [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) Workflows to route customer conversations from your Facebook Shop to specific teams according to your routing logic. Similarly, build [automatic assignment Workflows](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to pass the Contact to available agents following your automatic assignment logic. #### Facebook Shops: Integrate Seamlessly with Other Software Respond.io allows you to integrate your messaging inbox with various tools such as CRMs, databases, and email marketing platforms for enhanced convenience and efficiency. The platform is designed to seamlessly integrate with your existing software stack to reduce agent load, keep your customer data updated and provide a great customer experience. ![This%20image%20shows%20some%20of%20the%20respond.io%20native%20integrations.%20If%20your%20company%20uses%20CRMs%2C%20databases%20or%20email%20marketing%20platforms%20%u2014%20to%20name%20some%20examples%20%u2014%20integrated%20to%20your%20messaging%20inbox%20for%20convenience.%20Respond.io%20is%20designed%20to%20seamlessly%20integrate%20with%20your%20favorite%20business%20platforms%20to%20reduce%20agent%20load%2C%20keep%20your%20customer%20data%20updated%20and%20provide%20a%20great%20customer%20experience.%20](https://images.ctfassets.net/ph8r57dk1q9w/4OIBjms6GeRYw07tilEqww/c67597107bd8bfe113f906bc253101c4/screenshot-2023-07-05-at-22750-pm_88af14bcfe2c8a21c4ecd3150a1b7b69.jpg) [Zapier](https://help.respond.io/integrations/zapier) and Make.com have native integrations with respond.io, meaning you can connect to thousands of apps without coding. If you don’t use the aforementioned services, use [respond.io Webhooks](https://help.respond.io/integrations/webhooks) to integrate with other apps and automate actions in response to events occurring in respond.io. #### Facebook Shops: Keep Track of Key Metrics with the Reports Module To track the quality of your Facebook Messenger conversations and the performance of your customer-facing agents, respond.io comes with a full-fledged [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview). Use it to track key metrics such as response and assignment times. ![This%20image%20shows%20the%20respond.io%20reports%20module%2C%20used%20by%20businesses%20to%20keep%20track%20of%20key%20metrics](https://images.ctfassets.net/ph8r57dk1q9w/46WkqHCYe8NGFzS1i5L7Di/e7ee15fa40d170f0bea3c7f8aa4d5014/screenshot-2023-07-05-at-23155-pm_9485381eebbf72ea34948a8f222ff06b.jpg) By making use of the different tabs and filters, managers can identify areas for improvement and find insights to keep improving their customer communication. In conclusion, Facebook Shop offers an incredible platform for businesses to showcase their products and connect with customers. By using Facebook Shop for sales management services, you can anticipate more sales and inquiries from customers. If you are looking for the best customer conversation management software, [try respond.io for free](https://app.respond.io/user/register). ### Further Reading Did you find this article useful? Here are some articles that may interest you: - A Guide to Facebook Messenger E-commerce - How to Verify a Business on Facebook - How to Find Facebook Business Manager ID ## [Facebook Support: How to Contact Facebook for Help](https:/respond.io/blog/facebook-support) Need help from Facebook? Read this article to learn more about Facebook Support. In this blog post, we’ll be answering questions like why you need Facebook Support, and how to contact Facebook Support team. Plus, you will learn the dos and don’ts when contacting Facebook Support. Banned from using Message Tags or billed for a rejected ad? You should contact Facebook Support for help. In this blog post, we’ll be answering questions like why you need assistance from Facebook and how to contact the Facebook Help team. Plus, you will learn the dos and don’ts when contacting them. ### Why You Need Facebook Support If you are using [Facebook Messenger for business](https://respond.io/blog/facebook-business-chat), you will likely find yourself in a situation where Facebook Help is needed. Below is a list of situations where you might need to contact Facebook: - You have been banned from using Facebook Message Tags - Your Facebook Ads have been rejected or not delivered properly - Your Facebook Page has been disabled without warning - Your Facebook Business verification has failed - You experience technical issues on Facebook Here's the bad news - getting help from Facebook is not as straightforward as you think. Some Facebook Support contact options are not available to everyone and the Account menu hides the contact form. ### How to Contact Facebook Support How does one reach out to Facebook for assistance? There are a few ways to get in touch with Facebook customer support: - The support forms in Facebook Business Help Center - Live chat support in Facebook Business Help Center - The Something Went Wrong contact form - Email Facebook Support - Message Official Facebook Pages Sadly, the support forms and Facebook chat support are only available for certain users or ad accounts, while the live chat might only be available during business hours. Fortunately, Facebook has a number of specialized forms for common issues or questions that can be accessed by anybody. Such forms include [payments support](https://www.facebook.com/help/contact/1937556639801443) for any issues with paying for ads, [copyright report](https://www.facebook.com/help/contact/1758255661104383) to report content that violates or infringes on your copyright, and [trademark report](https://www.facebook.com/help/contact/1057530390957243) to report alleged infringements on your trademarks. For issues not covered in the forms above, there’s a more generic form you can use. #### Something Went Wrong Contact Form For most users, the only way to get in touch with Facebook Help Team is through the Something Went Wrong contact form. To access Facebook support, you can follow these steps: **1\. Log in** to your Facebook account. **2\.** On your Facebook Page, **click** on the account dropdown menu on the top right corner of your screen. **3\. Select** Help and Support. ![This%20is%20an%20image%20showing%20how%20you%20can%20contact%20Facebook%20support.%20Wondering%20how%20to%20Contact%20Facebook%20Directly%3F%20For%20most%20users%2C%20the%20only%20way%20to%20get%20in%20touch%20with%20Facebook%20Help%20Team%20is%20through%20the%20Something%20Went%20Wrong%20contact%20form.%20First%2C%20Select%20Help%20and%20Support%20from%20the%20account%20dropdown%20menu.%20](https://images.ctfassets.net/ph8r57dk1q9w/3dBvKeubSqCLyK9Gxqkj24/b175df3ed28a848f87d1127a8ace4b08/ScreenShot2021-04-14at5_47_36PM_b1c8222eb1983fb58bb84d143684ea41.jpg) **4\. Select** Report a Problem. ![This%20is%20an%20image%20showing%20how%20you%20can%20contact%20Facebook%20support.%20For%20most%20users%2C%20the%20only%20way%20to%20get%20in%20touch%20with%20Facebook%20Help%20Team%20is%20through%20the%20Something%20Went%20Wrong%20contact%20form.%20Select%20Report%20a%20Problem.](https://images.ctfassets.net/ph8r57dk1q9w/4G2JYFRabVOwGoalqAJxUB/87edf193cb435e2da5aa2289e89aa6e0/ScreenShot2021-04-14at5_47_55PM_1f8087f832a1bcf3c8205d1b4ee2ab2e.jpg) **5\. Choose** Something went wrong. ![This%20is%20an%20image%20showing%20how%20you%20can%20contact%20Facebook%20support.%20For%20most%20users%2C%20the%20only%20way%20to%20get%20in%20touch%20with%20Facebook%20Help%20Team%20is%20through%20the%20Something%20Went%20Wrong%20contact%20form.%20Click%20Something%20went%20wrong.](https://images.ctfassets.net/ph8r57dk1q9w/P4qmRDkjkuzucHjCBZFgl/593b202d71cc9f85536fa1c200d8794e/ScreenShot2021-04-14at5_48_07PM_83fc3b6d68b392087c4c4a79b3d7f6e7.jpg) **6\. Complete & submit** the contact form. ![This%20is%20an%20image%20of%20the%20Something%20Went%20Wrong%20contact%20form.%20The%20last%20step%20is%20to%20Complete%20%26%20submit%20the%20contact%20form.%20](https://images.ctfassets.net/ph8r57dk1q9w/77mNOorccFrc0dF3Nb6iOQ/a09fa4bed8608e369bde96209c6c333d/ScreenShot2021-04-14at5_48_14PM_e7ff1848478716e91376b5057a23ecad.jpg) You can view Facebook’s response in the Page Support Inbox. To access your inbox, go to Page Settings > Page Support Inbox. #### Email Facebook Support If you’re not getting a response after submitting contact forms, you can try reaching out to Facebook via email. There’s no guarantee you’ll get a reply but if you want to maximize the chances of Facebook responding, it’s one more method to consider. Reach out to the following email addresses to tackle the corresponding issues: - disabled@fb.com - For recovering disabled or hacked accounts, resetting passwords and accessing locked Pages - appeals@fb.com - For help regarding suspended accounts or to appeal blocked or removed content - platformcs@support.facebook.com - For financial queries or concerns related to your accounts - records@facebook.com or legal@fb.com - For reaching out to the Facebook Law Enforcement Support Team - datarequests@fb.com - For questions and issues concerning your data - advertise@fb.com - For general issues about Facebook Ads - ip@fb.com - For matters related to intellectual property #### Message Official Facebook Pages Lastly, Facebook also has a number of official Pages that can be messaged for support purposes. Head over to the [Official Facebook Page](https://www.facebook.com/facebook) for general support and the [Meta for Business Page](https://www.facebook.com/MetaforBusiness) for business-related queries. Next, we’ll go over how you can improve your chances of receiving help from Facebook Support. ### Best Practices When Contacting Facebook Support Want to get better and faster help from Facebook? We’ve put together a list of best practices when contacting Facebook Help Center. #### Check Out Facebook Business Help Center Beforehand As we know, [Facebook isn't exactly responsive to support requests](https://www.digitaltrends.com/social-media/facebook-customer-service-hack/). Before reaching out to them for assistance, try looking for a solution in the [Facebook Business Help Center](https://www.facebook.com/business/help/), which covers a comprehensive list of support topics. ![This%20is%20a%20picture%20of%20Facebook%20Business%20Help%20Center.%20You%20might%20ask%20yourself%20how%20do%20I%20Contact%20Facebook%20Support.%20Before%20reaching%20out%20to%20Facebook%20Support%2C%20try%20looking%20for%20a%20solution%20in%20Facebook%20Business%20Help%20Center%20which%20covers%20a%20comprehensive%20list%20of%20support%20topics.%20](https://images.ctfassets.net/ph8r57dk1q9w/5lcAXykmEf6qfxdCSzavmO/621d26536399a083a1cd9971e85621b4/ScreenShot2021-04-16at12_13_49PM_1efe4a186551ec879d460fa8d0fed72b.jpg) Unless you are dealing with a complex issue, chances are you will find a solution in the Help Center without contacting Facebook Support. However, if you need help from a real person, read on to find out how you can expedite the process. #### Choose the Right Area & Topic Choosing the right Area and Topic in the contact form helps Facebook pass your inquiry to the right department. ![This%20is%20an%20image%20of%20the%20Something%20Went%20Wrong%20contact%20form.%20Choosing%20the%20right%20Area%20and%20Topic%20in%20the%20contact%20form%20ensures%20your%20inquiry%20reach%20the%20right%20department.%20](https://images.ctfassets.net/ph8r57dk1q9w/2sIchYrzVjxz28E2HrRbzy/44ee94005fa02dde72ef98596f92f2db/ScreenShot2021-04-16at12_18_20PM_dfc5779cf9ddc481246e1e699bdf8e28.jpg) For instance, if you are charged for an undelivered Ad, select Ad as the Area, Billing and Payments as the Topic, and Billed for a rejected ad as Topic Details. #### Be Descriptive With Your Response To help the agent understand your issue, provide as much information as possible when describing your issue or sending an appeal. If you are banned from using Message Tags due to policy violations, respond with a detailed explanation of why the mistake occurred. For example, the new agent was not familiar with the [Message Tag rules](https://respond.io/blog/facebook-business-chat#toc-mobile-10). Then justify why the ban should be lifted. While you want to give all the details, get straight to the point and don’t ramble on. Don’t include any irrelevant information or worse, going on and on about the losses your business has suffered due to the ban. Complaining will get you nowhere! #### Open Another Ticket If Yours Gets Closed Sometimes, Facebook may close your support ticket when the issue is not fully resolved. Remember, just because Facebook closed your support request doesn't mean it’s over. You can just open a new one using the Something Went Wrong contact form. #### Be Patient Patience is a virtue, especially when it comes to Facebook Support. Even if you have given a detailed account of your problem, you may have to repeatedly explain it to different support agents who send you canned responses. ### Further Reading If you're getting started with using Facebook Business Chat we recommend you read these three articles. - Everything You Need to Know About Facebook Messenger for Business - How We Generated 4,240 Facebook Messenger Leads for $400USD + 3 Surprises - How To Set Up Facebook Comment Auto Reply ## [Generate Leads and Boost Sales with WhatsApp Ads: A Practical Guide to WhatsApp Advertising ](https:/respond.io/blog/click-to-whatsapp-ads) Looking to generate more leads using WhatsApp ads?Learn how to create WhatsApp ads and how to manage conversations at scale using advanced features like AI and automation. Looking to generate more leads using WhatsApp ads to take your [WhatsApp marketing efforts](https://respond.io/blog/whatsapp-marketing)? This first-hand guide explains WhatsApp ads, why they are useful for lead generation and WhatsApp advertising benefits by industry. We’ll also walk you through setting it up using the WhatsApp Business App and Meta Ads Manager and how to manage WhatsApp ad conversations intelligently using respond.io. ### What Are WhatsApp Ads? WhatsApp ads are advertisements on Facebook and Instagram with a *Send message* button that directs potential customers to chat with a business on WhatsApp. Note that they are not ads on WhatsApp, as Meta has not allowed advertising on WhatsApp. ![WhatsApp%20ads%20are%20advertisements%20on%20Facebook%20and%20Instagram%20with%20a%20Send%20message%20button%20that%20directs%20potential%20customers%20to%20chat%20with%20a%20business%20on%20WhatsApp.%20Note%20that%20they%20are%20not%20ads%20on%20WhatsApp%2C%20as%20Meta%20has%20not%20allowed%20advertising%20on%20WhatsApp.%20Ads%20that%20click%20to%20WhatsApp%20can%20be%20shown%20in%20various%20places%20on%20Facebook%20and%20Instagram%2C%20including%20Facebook%20Stories%2C%20News%20Feed%2C%20Marketplace%2C%20Video%20Feeds%2C%20Right%20Column%2C%20Messenger%20Inbox%2C%20Instagram%20Feed%20and%20Instagram%20Stories.](https://images.ctfassets.net/ph8r57dk1q9w/32tqVL98dANWIIEZpBRBDN/7decc6eb50c421911afa319f9de1d216/1_491f36d27ecd911cd43f6f89853c9244.png) Ads that click to WhatsApp ads can be shown in various places on Facebook and Instagram, including Facebook Stories, News Feed, Marketplace, Video Feeds, Right Column, Messenger Inbox, Instagram Feed and Instagram Stories. Let’s look at how they work below. #### WhatsApp Ad: How Does it Work? When leads click on the ad on their phone, they are taken directly to their WhatsApp app inbox to start a conversation with your business. Conversations initiated through a WhatsApp ad come with a pre-filled message stating, *I saw this on Facebook*, which can be edited or removed, along with a link to the ad. Leads may also opt to send a custom message instead. Most importantly, these conversations become visible to businesses only after leads have sent a message, indicating their consent and interest– also known as [opt-in](https://respond.io/blog/whatsapp-opt-in). ![When%20leads%20click%20on%20the%20ad%20on%20their%20phone%2C%20they%20are%20taken%20directly%20to%20their%20WhatsApp%20app%20inbox%20to%20start%20a%20conversation%20with%20your%20business.%20Conversations%20initiated%20through%20a%20WhatsApp%20ad%20come%20with%20a%20pre-filled%20message%20stating%2C%20I%20saw%20this%20on%20Facebook%2C%20which%20can%20be%20edited%20or%20removed%2C%20along%20with%20a%20link%20to%20the%20ad.%20%20Leads%20may%20also%20opt%20to%20send%20a%20custom%20message%20instead.%20Most%20importantly%2C%20these%20conversations%20become%20visible%20to%20businesses%20only%20after%20leads%20have%20sent%20a%20message%2C%20indicating%20their%20consent%20and%20interest%u2013%20also%20known%20as%20opt-in.%20Once%20leads%20have%20opted%20in%2C%20you%20can%20message%20them%20back%20with%20qualifying%20questions.%20Since%20the%20lead%20has%20taken%20the%20first%20step%20to%20message%20you%20and%20is%20at%20the%20peak%20of%20interest%2C%20replying%20immediately%20maximizes%20the%20opportunity%20for%20conversion.%20%20For%20businesses%20unable%20to%20have%20someone%20available%20at%20all%20times%2C%20connecting%20WhatsApp%20to%20an%20AI-powered%20customer%20conversation%20management%20software%20offers%20a%20solution%20by%20enabling%20automatic%20lead%20qualification.%20We%u2019ll%20discuss%20more%20on%20this%20later.%20Despite%20the%20need%20for%20having%20agents%20ready%20to%20engage%2C%20Ads%20that%20click%20to%20WhatsApp%20offer%20significant%20benefits%20over%20traditional%20lead-generation%20efforts](https://images.ctfassets.net/ph8r57dk1q9w/6FtoftLVxmPgi3sAkSPqeU/3eb8c8b489d6821f596acaeb7df934b7/whatsapp-ads-1_bcb4db25c5bd5fa34d480b41320c0f72.jpg) Once leads have opted in, you can message them back with qualifying questions. Since the lead has taken the first step to message you and is at the peak of interest, replying immediately maximizes the opportunity for conversion. For businesses unable to have someone available at all times, connecting WhatsApp to an [AI-powered customer conversation management software](https://respond.io/blog/conversational-ai-platform) offers a solution by enabling automatic lead capture and qualification. More on this later. Despite the need for having agents ready to engage, Ads that click to WhatsApp offer significant benefits over traditional lead-generation efforts. Read on to find out why you should use WhatsApp Ads for lead generation. #### WhatsApp Ad: Why Use WhatsApp Ads? WhatsApp is the world’s [most popular messaging app](https://respond.io/blog/whatsapp-business#toc-mobile-1). Although WhatsApp Ads are not placed directly on WhatsApp, they leverage the extensive reach of Facebook and Instagram, offering leads a flexible way to initiate chats with businesses on their preferred app. This approach is a significant shift from traditional B2B advertising, which often relies on ads that funnel leads to a contact form to gather emails or phone numbers. This method is prone to high drop-off rates due to lengthy forms and privacy concerns, not to mention the risk of inaccurate contact details leading to lost follow-up opportunities. WhatsApp Ads address these challenges by eliminating the need for a contact form, thereby enhancing lead capture accuracy and reducing drop-off rates. ![WhatsApp%20is%20the%20world%u2019s%20most%20popular%20messaging%20app.%20Although%20WhatsApp%20Ads%20are%20not%20placed%20directly%20on%20WhatsApp%2C%20they%20leverage%20the%20extensive%20reach%20of%20Facebook%20and%20Instagram%2C%20offering%20leads%20a%20flexible%20way%20to%20initiate%20chats%20with%20businesses%20on%20their%20preferred%20app.%20%20This%20approach%20is%20a%20significant%20shift%20from%20traditional%20B2B%20advertising%2C%20which%20often%20relies%20on%20ads%20that%20funnel%20leads%20to%20a%20contact%20form%20to%20gather%20emails%20or%20phone%20numbers.%20This%20method%20is%20prone%20to%20high%20drop-off%20rates%20due%20to%20lengthy%20forms%20and%20privacy%20concerns%2C%20not%20to%20mention%20the%20risk%20of%20inaccurate%20contact%20details%20leading%20to%20lost%20follow-up%20opportunities.%20WhatsApp%20Ads%20address%20these%20challenges%20by%20eliminating%20the%20need%20for%20a%20contact%20form%2C%20thereby%20enhancing%20lead%20capture%20accuracy%20and%20reducing%20drop-off%20rates.%20Conversations%20start%20directly%20in%20WhatsApp%2C%20creating%20a%20more%20engaging%2C%20fast-paced%20communication%20environment.%20This%20immediacy%20is%20critical%20when%20chatting%20with%20leads%20ready%20to%20make%20decisions%2C%20as%20it%20gives%20businesses%20a%20direct%20influence%20on%20their%20choices%20at%20critical%20moments.%20%20Furthermore%2C%20the%20instant%20nature%20of%20messaging%20on%20apps%20like%20WhatsApp%20leads%20to%20quick%20replies%20and%20enables%20a%20smoother%20and%20faster%20lead%20progression%20through%20the%20sales%20funnel%20compared%20to%20the%20slow%20response%20times%20associated%20with%20traditional%20email-based%20campaigns.%20](https://images.ctfassets.net/ph8r57dk1q9w/2OWTVv5LlqLV8X0LMrdcXc/ba164ee09aca1e2529bf0c94b01a82c0/whatsapp-ads_297756ab69b2d2a21ff1db512d4c3ea7.jpg) Conversations start directly in WhatsApp, creating a more engaging, fast-paced communication environment. This immediacy is critical when chatting with leads ready to make decisions, as it gives businesses a direct influence on their choices at critical moments. Furthermore, the instant nature of messaging on apps like WhatsApp leads to quick replies, enhancing the lead progression through the sales funnel. This is significantly faster compared to the slow response times often seen in traditional email-based campaigns. Now that you know why you should leverage WhatsApp ads, we’ll show you how to set up a WhatsApp ad. ### WhatsApp Advertising: Setting Up a WhatsApp Ad You can create click to WhatsApp ads in one of two ways: through the WhatsApp Business App or Meta Ads Manager. Before setting up a click to WhatsApp ad, you need to: - Make sure you have a WhatsApp Business Account, preferably WhatsApp API for advanced capabilities - Connect your WhatsApp account to your Facebook Page - Make sure you’re an admin of the Facebook Page Then, follow the instructions below to set up your ad. First, we’ll show you how to create ads on the WhatsApp Business App, then Meta Ads Manager. #### How to Create a WhatsApp Ad on The WhatsApp Business App If you’re using an Android phone in select regions, you can create [WhatsApp ads without a Facebook Page](https://faq.whatsapp.com/512723604104492) using your email address. Similar to creating ads with a Facebook account, these ads will appear on Facebook and Instagram. To create an ad on the WhatsApp Business app with a Facebook account, follow the steps below. **1\. Tap** *Advertise* in the Settings tab of your WhatsApp Business App **2\. Select** a photo from your gallery or phone, catalog item or status to advertise. Note that while you can advertise multiple photos and catalog items at a time, the items you want to advertise must be approved. **3\. Tap** *Continue to Facebook.* ![If%20you%u2019re%20using%20an%20Android%20phone%20in%20select%20regions%2C%20you%20can%20create%20WhatsApp%20ads%20without%20a%20Facebook%20Page%20using%20your%20email%20address.%20Similar%20to%20creating%20ads%20with%20a%20Facebook%20account%2C%20these%20ads%20will%20appear%20on%20Facebook%20and%20Instagram.%20To%20create%20an%20ad%20on%20the%20WhatsApp%20Business%20app%20with%20a%20Facebook%20account%2C%20follow%20the%20steps%20in%20this%20blog.](https://images.ctfassets.net/ph8r57dk1q9w/10iV4M1kqSgJmKBCvchEcs/dbac77200b617397ec48b3d459d95005/whatsapp-ads_c827fd56079454243361ee55b5c211dc.png) **4\. Insert** Ad text and set your audience, ad placement, daily budget and duration. **5\. Add** payment method and information. Then complete payment for the ad. **6\. Review** the Ad and tap *Create Ad.* Once approved, your ad will be placed on the channel you’ve selected. Now that you know how to set up WhatsApp ads on WhatsApp Business App, we’ll show you how to create ads on Meta Ads Manager. #### How to Set Up a WhatsApp Ad on Meta Ads Manager To create ads that click to WhatsApp from Meta Ads Manager, go to [Ad creation](https://business.facebook.com/ads/manage/powereditor/creation) within the Ads Manager. **1\. Choose** *Engagement* as your WhatsApp advertising campaign objective. ![1.%20Choose%20Engagement%20as%20your%20WhatsApp%20advertising%20campaign%20objective.%20](https://images.ctfassets.net/ph8r57dk1q9w/Zl56z79BhU5UoLGhjFi3k/d717a131962d24fec6729b5b995a170f/screenshot-2024-03-07-at-51401-pm_259af11c74dd8e45cd1725ff5d4c53f6.jpg) **2\. Edit** the campaign name and select a category in the [Special Ad](https://en-gb.facebook.com/business/help/298000447747885#:~:text=Special%20Ad%20Categories%20apply%20to,social%20issues%2C%20elections%20or%20politics) categories to declare if your ads are related to credit, employment or housing or about social issues like elections or politics. ![2.%20Edit%20the%20campaign%20name%20and%20select%20a%20category%20in%20the%20Special%20Ad%20categories%20to%20declare%20if%20your%20ads%20are%20related%20to%20credit%2C%20employment%20or%20housing%20or%20about%20social%20issues%20like%20elections%20or%20politics.%20](https://images.ctfassets.net/ph8r57dk1q9w/6UDJnZ5c4RvPUdk4wBjEgg/70b91b5a2969e96358f294043af7f172/screenshot-2024-03-07-at-51524-pm_87cce56f1aa2a86e7555bfba88d1f8eb.jpg) You may also set up an A/B test to understand which ad strategies give you the best long-term results. This will save you money, as you’ll avoid spending your budget on low-performance ads. Then, click *Next.* **3.** **Choose** *Messaging apps* as your conversion location. This will drive traffic to Messenger, Instagram and WhatsApp. ![3.%20Choose%20Messaging%20apps%20as%20your%20conversion%20location.%20This%20will%20drive%20traffic%20to%20Messenger%2C%20Instagram%20and%20WhatsApp.](https://images.ctfassets.net/ph8r57dk1q9w/4ZermAiLMOCkt074KPSwZo/e74709edce95eadaadbafc48610b5da1/screenshot-2024-03-11-at-15654-pm_7c2b0fd24e33c885bb299fdc9b373405.jpg) **4\. Select** a Facebook Page you want to create the ad for. Then, choose the channel you want to direct chats to. Note that you can select multiple messaging channels for each ad. ![4.%20Select%20a%20Facebook%20Page%20you%20want%20to%20create%20the%20ad%20for.%20Then%2C%20choose%20the%20channel%20you%20want%20to%20direct%20chats%20to.%20Note%20that%20you%20can%20select%20multiple%20messaging%20channels%20for%20each%20ad.](https://images.ctfassets.net/ph8r57dk1q9w/3EXDuIWB6odZJksvfABRGN/5756aa6c2e4b7e14ed3fc7a29f39079b/screenshot-2024-03-11-at-20012-pm_ec35e4a51dad7409c9867ce94c5bdea1.jpg) **5\. Set** the ad budget, schedule, audience and placements. Then, click *Next*. ![5.%20Set%20the%20ad%20budget%2C%20schedule%2C%20audience%20and%20placements.%20Then%2C%20click%20Next.](https://images.ctfassets.net/ph8r57dk1q9w/4gnJS2QdL0pO61JciOs8Lf/c0922edebf0148690e19e73658d3c4a1/screenshot-2024-03-11-at-20026-pm_1c2fc486fc6cc9b1d35fa3b91b69eab8.jpg) **6\. Select** the *Create Ad* option under Ad setup to create a new advertisement. Then, choose the ad format to structure your ad. You can opt for a single image or video. Alternatively, create a carousel ad with 2 or more scrollable images. ![6.%20Select%20the%20Create%20Ad%20option%20under%20Ad%20setup%20to%20create%20a%20new%20advertisement.%20Then%2C%20choose%20the%20ad%20format%20to%20structure%20your%20ad.%20You%20can%20opt%20for%20a%20single%20image%20or%20video.%20Alternatively%2C%20create%20a%20carousel%20ad%20with%202%20or%20more%20scrollable%20images.](https://images.ctfassets.net/ph8r57dk1q9w/3gC2Sx9adBPIANreS9NYCV/d0d82c699a9f3af04896a02698312e1f/screenshot-2024-03-11-at-21257-pm_623df0b8b6a21891bddea34291952176.jpg) **7\. Add** images or video for your ad. The media you add will be automatically cropped but you can manually edit them. Note that visuals play a crucial role in digital advertising. They should grab viewers' attention [within the first three seconds](https://www.kingstarmedia.com/our-blog/why-first-three-seconds-digital-video-ads-are-most-important#:~:text=catch%20consumer%20attention.-,The%20Three%2DSecond%20Rule,you%20risk%20losing%20them%20completely.) to ensure your ad doesn't get overlooked. ![7.%20Add%20images%20or%20video%20for%20your%20ad.%20The%20media%20you%20add%20will%20be%20automatically%20cropped%20but%20you%20can%20manually%20edit%20them.%20Note%20that%20visuals%20play%20a%20crucial%20role%20in%20digital%20advertising.%20They%20should%20grab%20viewer%27s%20attention%20within%20the%20first%20three%20seconds%20to%20ensure%20your%20ad%20doesn%27t%20get%20overlooked.](https://images.ctfassets.net/ph8r57dk1q9w/1OPhbU3Z6xjOWfmPa3fy0P/4e34b3f800bac0a9c39875ee90ce5839/screenshot-2024-03-07-at-53248-pm_6aac085b9356dc249661522df93442b8.jpg) **8\. Insert** the primary text, write a short headline and add an optional description to tell your audience what the ad is about. ![8.%20Insert%20the%20primary%20text%2C%20write%20a%20short%20headline%20and%20add%20an%20optional%20description%20to%20tell%20your%20audience%20what%20the%20ad%20is%20about.%20%20](https://images.ctfassets.net/ph8r57dk1q9w/3jETMeAjdiMbnxxzmzduZh/2536d71aea2e43279601881c9ea9c922/screenshot-2024-03-11-at-22617-pm_cfb5ce5f7e88d05ba3bd99643e034a02.jpg) **9\. Create** a message template based on your goals. To greet customers with a welcome message and display a list of FAQs, use the *Start Conversation* template. To collect information for lead qualification, appointment booking and more, use the *Automated chat* template. ![9.%20Create%20a%20message%20template%20based%20on%20your%20goals.%20To%20greet%20customers%20with%20a%20welcome%20message%20and%20display%20a%20list%20of%20FAQs%2C%20use%20the%20Start%20Conversation%20template.%20To%20collect%20information%20for%20lead%20qualification%2C%20appointment%20booking%20and%20more%2C%20use%20the%20Automated%20chat%20template.](https://images.ctfassets.net/ph8r57dk1q9w/5FiGf2YFI2DmVAdOu0tC8y/11400d05422352c94cf5699eafbd737c/screenshot-2024-03-12-at-72823-am_bafda1e357317497d8a5592c07103b39.jpg) **10\. Add** a reference to track where your leads are coming from. Use the format ref=*yourreference*. You should use a unique reference for each campaign. ![10.%20Add%20a%20reference%20to%20track%20where%20your%20leads%20are%20coming%20from.%20Use%20the%20format%20ref%3Dyourreference.%20You%20should%20use%20a%20unique%20reference%20for%20each%20campaign.%20](https://images.ctfassets.net/ph8r57dk1q9w/234gUPRLIDmKFcI5eEqrHt/070f2e07be4029938447ff10c0a1f921/screenshot-2024-03-12-at-73041-am_02ed6188a7ec351b8e88f14285b598bb.jpg) Once you're satisfied with the ad content and setup, click Publish to launch the ad. ##### Meta Advertisement Review Process According to Ahmed Nassar, respond.io’s Technical Product Manager, Meta's advertisement review process involves rigorous evaluation to ensure they adhere to [Meta's guidelines](https://www.facebook.com/business/help/488043719226449?id=434838534925385). Advertisers should avoid promoting items prohibited under these policies, as non-compliance will lead to the discontinuation of the ad. Now that you have your ad in place, make sure you’re using the right solution to handle all the new leads. To manage conversations at scale and generate revenue with WhatsApp, [get a WhatsApp API account](https://respond.io/blog/how-to-get-whatsapp-api) and connect it to a robust software like respond.io. Before that, let’s look at how WhatsApp Ads can benefit certain industries. ### WhatsApp Advertising: Industry-Specific Benefits Companies across various sectors have seen advantages from using click to WhatsApp ads. Below, we’ll look at some ways four industries can benefit from WhatsApp Ads. #### Click to WhatsApp Ads for Education Facebook and Instagram, popular across age groups, enable educational institutions to reach a broad audience effectively. Leveraging WhatsApp ad audience segmentation capabilities, institutions can connect their diverse offerings with the right demographic. For example, universities can target young adults for undergraduate programs. #### Click to WhatsApp Ads for Healthcare and Beauty WhatsApp advertising empowers healthcare and beauty businesses to boost lead conversion by streamlining service promotion and enabling instant consultations and appointment bookings directly through WhatsApp. This approach allows businesses to capture and convert leads faster by facilitating immediate actions with minimal human intervention, thus streamlining the customer journey from the first point of contact to booking. #### Click to WhatsApp Ads for Real Estate Real estate agents can use WhatsApp ads to advertise their latest properties and quickly connect with interested parties. They can use WhatsApp to respond promptly to inquiries, offer virtual property tours or schedule in-person visits. This reduces the time from initial interest to action, helping agents convert leads into appointments and, ultimately, sales more effectively. #### Click to WhatsApp Ads for Automotive Automotive enterprises can leverage WhatsApp ads for various strategic purposes. Once potential customers initiate contact, dealerships can provide comprehensive details regarding vehicle models, their availability, pricing and financing alternatives. For businesses looking to leverage WhatsApp ads, Ahmed Nassar, a Technical Product Manager at respond.io, emphasizes a crucial strategy that can be applied across all industries: "It's essential to start with a clear business objective and craft a tailored workflow to reach that goal. This workflow might need adjustments based on specific factors like your target audience or geographical location. However, with the precision of A/B testing, it’s possible to refine your approach and secure campaign success." ### Taking WhatsApp Ad to the Next Level with Respond.io Respond.io is an AI-powered customer conversation management software provider that aims to help businesses generate leads and enable sales conversions through conversations. It has successfully helped businesses worldwide [gain more qualified leads](https://respond.io/blog/how-sleek-gained-3x-more-qualified-leads-over-whatsapp), [improve sales conversions](https://respond.io/blog/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50) and [achieve a high degree of customer satisfaction](https://respond.io/blog/how-sharwa-designed-a-communication-strategy-that-achieved-85-in-csat-scores). Below, we’ll explore five quick wins of using WhatsApp Ads with respond.io. Moreover, unlike other BSPs such as [SleekFlow](https://respond.io/sleekflow-alternative), respond.io includes a native lead management feature called [Lifecycle](https://respond.io/help/workspace-settings/workspace-settings-lifecycle), which helps you easily track where each customer is in the sales funnel. This gives teams better visibility and control over lead progression without relying on external CRM tools or manual tracking. You can mark them as New Lead, Hot Lead, Payment or Customer and see exactly how far your ad leads get. #### Capture Leads through Click to Chat Ads Facebook and Instagram are excellent platforms for promoting your business and engaging with your audience. Given that your customers spend time daily on these platforms, they offer many opportunities to market your brand and generate leads. Now, imagine not only reaching out on these platforms but also seamlessly continuing the conversation on WhatsApp—the most convenient chat app for both you and your customers. This is the essence of [WhatsApp click-to-chat ads](https://respond.io/blog/click-to-chat-ads). ![To%20maximize%20your%20ROI%2C%20incorporate%20your%20WhatsApp%20click-to-chat%20ads%20with%20respond.io.%20This%20will%20allow%20you%20to%20craft%20personalized%20customer%20journeys%20for%20leads%20that%20engage%20with%20your%20ads.%20Next%2C%20we%u2019ll%20talk%20about%20what%20some%20of%20these%20journeys%20could%20be.](https://images.ctfassets.net/ph8r57dk1q9w/41sd62ZnXYLxVO3YuqsiVx/d5b1ea5d3f909943809b12e1b9316205/image-23-click-to-chat-ads-01-2000_260e068e5e5a376db9ccb88cf1fe6dce.png) To maximize your ROI, incorporate your WhatsApp click-to-chat ads with respond.io. This will allow you to craft personalized customer journeys for leads that engage with your ads. #### Track WhatsApp Ad Conversions with Paid Ads Attribution Running WhatsApp Click-to-Chat Ads is just the first step—knowing which ads actually convert is what drives growth. With respond.io, you can now go beyond basic click tracking and gain full visibility into which ads bring in high-quality leads and how those leads move through your sales funnel. ![](https://images.ctfassets.net/ph8r57dk1q9w/25D2CwVWWHQQKFysGkXiqh/7f75bc97d567fbedae70ae787cc83e3d/clip.gif) Use the Reports module to view Paid Ads attribution data in both Contacts and Lifecycle reports, so you can see which WhatsApp ad campaigns bring in leads that actually move from New Lead to Paying Customer. You’ll be able to: - Filter and group leads by Ad Campaign, Ad Group, or specific Ad - Track lead progress from first contact to Paying Customer - Spot which campaigns generate the best return on ad spend (ROAS) No more guesswork or spreadsheets—just clear, actionable insights to optimize your WhatsApp ad performance and drive better results. #### Go Further with Meta Conversions API Paid Ads Attribution shows you which WhatsApp Ads lead to conversations and customers. To take it further, the [Meta Conversions API (CAPI)](https://respond.io/help/workflows/step-send-conversions-api-event) gives Meta even stronger signals about what happens after someone clicks your ad and starts chatting. For example, if a contact starts a chat from Campaign A and later moves to the Customer stage in Lifecycle, respond.io can send that purchase event back to Meta. Meta then learns that Campaign A tends to produce paying customers, not just cheap clicks. Through respond.io, you can send events like a new lead created or a purchase made directly to Meta. This allows: - Better attribution: Tie your campaigns to real results, not just conversations. - Smarter optimization: Meta uses the data to prioritize the ads most likely to convert. With respond.io and CAPI, you’re not just tracking what happened — you’re actively improving how Meta delivers your ads to maximize ROI. In fact, real customers are actively reaping the benefits and are seeing meaningful lifts. JU Productions cut its [cost per qualified lead by 47.2%](https://respond.io/customers/ju-productions-chose-respond-io-over-manychat), and Automax® recorded a [10% increase in conversions after enabling CAPI](https://respond.io/customers/automax-boosts-roi-from-whatsapp-broadcasts). #### Automate Appointment Booking Businesses reliant on appointment scheduling can significantly save agents time by automating the booking process. You can use respond.io Workflows to [integrate WhatsApp with the calendar app](https://help.respond.io/capture-conversations/streamline-meeting-scheduling-via-ctc-ads) your sales team uses. ![Businesses%20reliant%20on%20appointment%20scheduling%20can%20significantly%20save%20agents%20time%20by%20automating%20the%20booking%20process.%20You%20can%20use%20respond.io%20Workflows%20to%20integrate%20WhatsApp%20with%20the%20calendar%20app%20your%20sales%20team%20uses.%20Additionally%2C%20respond.io%20integrates%20natively%20with%20Make%20and%20Zapier%2C%20allowing%20you%20to%20build%20automation%20with%20thousands%20of%20apps%20without%20coding.%20If%20you%20are%20already%20using%20these%20softwares%2C%20integrate%20your%20apps%20seamlessly%20with%20WhatsApp%20for%20the%20best%20customer%20experience.](https://images.ctfassets.net/ph8r57dk1q9w/33eB3Xs5KvMTwol9tMmgkg/5f0b7edf5ce7513f15fa7fed0911693c/screenshot-2024-03-12-at-65430-am_ea527f4788f58ecbb2d4eca9cd7a5019.jpg) #### Collect Lead Information and Answer Questions with AI Agent When someone taps your WhatsApp ad, you have a very short window to qualify them before they move on. Responding to leads promptly increases your chance of converting them into sales. However, most companies don’t have the resources to handle high volumes of conversation. This is where automation and AI come in. With Respond.io [AI Agents](https://help.respond.io/workflows/step-respond-with-ai), businesses get much more than simple chatbots. From the moment a lead comes in from a WhatsApp ad, the AI Agent can recognize which campaign they clicked, greet them with a relevant message, ask qualifying questions and guide them to the next step. These AI Agents are fully autonomous — they handle complex conversations, draw from your knowledge sources, [collect structured lead details](https://help.respond.io/workflows/step-respond-with-ai) (like names, emails, preferences, or intent) and [trigger actions in Workflows](https://help.respond.io/workflows/step-respond-with-ai). They can also update Lifecycle stages in real time, so your sales and marketing teams always know where a lead stands. ![Screenshot%20showing%20how%20to%20use%20the%20AI%20Objective%20builder%20to%20create%20an%20AI%20agent](https://images.ctfassets.net/ph8r57dk1q9w/gq4q1mBvMBRz8V4TDPTJe/83109bed4d36607e618d8c4c7a14119b/Screenshot_2025-07-07_at_10.22.31â__AM.png) When conversations go beyond the AI Agent’s scope, or when a customer specifically requests human help, they automatically escalate to the right agent — ensuring smooth handovers without frustrating the customer. Once an issue is resolved, AI Agents can close the conversation to prevent inbox clutter, and they generate concise conversation summaries so human agents have full context for follow-ups. You can even test AI Agents before launching them. With the built-in Test AI Agent side panel, you can chat with the agent, reset threads, view or edit contact fields, and simulate key actions like assigning to users or teams, updating lifecycle stages, or closing conversations. This makes go-live safer and faster by helping you validate prompts, refine behavior and catch misconfigurations early. #### Converse Intelligently with AI Assist and AI Prompts With respond.io, agents don’t have to put in too much effort or spend too much time replying to leads, as they can use [AI Assist](https://help.respond.io/messages/using-ai-assist) to generate responses to customer messages automatically. With just a click, the AI crafts replies based on the [knowledge sources](https://help.respond.io/workspace-settings/workspace-setting-respond-ai#knowledge_sources) you provide, ensuring each response is relevant and contextually appropriate. AI Assist also understands voice notes, transcribes audio messages and uses them to generate accurate replies. ![With%20respond.io%2C%20agents%20don%u2019t%20have%20to%20put%20in%20too%20much%20effort%20or%20spend%20too%20much%20time%20replying%20to%20leads.%20%20Agents%20can%20use%20AI%20Assist%20to%20generate%20responses%20to%20customer%20messages%20automatically.%20With%20just%20a%20click%2C%20the%20AI%20crafts%20replies%20based%20on%20the%20knowledge%20sources%20you%20provide%2C%20ensuring%20each%20response%20is%20relevant%20and%20contextually%20appropriate.%20Additionally%2C%20with%20AI%20Prompts%2C%20agents%20can%20effortlessly%20translate%20messages%20into%20over%2090%20languages%2C%20ensuring%20effective%20communication%20across%20borders.%20They%20can%20also%20make%20communication%20more%20precise%20by%20adjusting%20the%20message%20tone%20and%20correcting%20spelling%20and%20grammar%20mistakes.%20By%20using%20these%20tools%20to%20create%20great%20experiences%2C%20you%20increase%20the%20likelihood%20of%20conversions.](https://images.ctfassets.net/ph8r57dk1q9w/7seMNPwKKRm0bN8TAlaGMa/8bada54e74977c287ab83f1206ab287a/jannewsletter4_75f7b0591250ceca52b0a48f28a5bcd8.gif) Additionally, with [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai), agents can effortlessly translate messages into over 90 languages, ensuring effective communication across borders. They can also make messages more precise by adjusting the tone and correcting spelling and grammar mistakes. By using these tools to create great experiences, you increase the likelihood of conversions. #### Reengage Leads Anytime with Message Templates So you’ve captured a lead and added them to your WhatsApp contact list. What’s next? Instead of waiting for contacts to message you, you can proactively engage them. WhatsApp allows WhatsApp API users to initiate conversations with contacts, but these can only be done with a [message template](https://respond.io/blog/whatsapp-template-message). Message templates have to be pre-approved by WhatsApp before they can be used. As a WhatsApp partner, respond.io allows you to [create](https://help.respond.io/whatsapp/whatsapp-message-templates#setting_up_whats_app_message_template) and [submit your message templates for approval](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start#submitting_message_templates), and manage all your WhatsApp message templates on the platform. Respond.io maximizes the potential of WhatsApp ads, helping you generate leads and quickly move them down your sales funnel. By capturing leads while their interest is high, you increase the chances of converting them into customers. With respond.io you can also take advantage of other helpful features, such as [WhatsApp broadcast](https://respond.io/blog/whatsapp-broadcast), [WhatsApp schedule message](https://respond.io/blog/whatsapp-schedule-message) and even [WhatsApp auto reply](https://respond.io/blog/whatsapp-auto-reply). Once they become customers, you can provide exceptional service to foster customer loyalty and drive business growth. Interested? Sign up for a [free respond.io trial](https://app.respond.io/user/register) and [get access to the official WhatsApp API](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) in just minutes. ### Further Reading Did you find this article helpful? If so, here are some readings on WhatsApp for Business. - Everything You Need to Know About WhatsApp API Pricing - Using WhatsApp Business for Multiple Users - How to Use Respond.io with a WhatsApp Integration: WhatsApp CRM ## [Google My Business WhatsApp Contact Link: A How-To Guide ](https:/respond.io/blog/google-my-business-whatsapp) Want to increase engagement on your business profile? A Google My Business WhatsApp contact link helps you do that! Read on to learn how to add WhatsApp in Google My Business. A Google Business Profile is a great way to promote your local business and engage customers. Are you taking full advantage of it? If you have a [Google My Business](https://respond.io/blog/what-is-google-my-business) listing and your customers frequently use WhatsApp, we’ll show you how to add a WhatsApp link to Google My Business and drive more conversations. To start, let’s look at how customers can communicate with businesses through Google My Business, what types of businesses should connect WhatsApp to Google My Business and the benefits of adding a WhatsApp contact link. ### Connecting WhatsApp to Google My Business: An Introduction WhatsApp is among the [top messaging apps in the world](https://respond.io/blog/top-messaging-apps#toc-mobile-1) with over 2 billion users, so it’s likely the majority of your customers are using it. It’s becoming increasingly common for businesses to [use instant messaging to connect with customers](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#toc-mobile-9). And since many customers find businesses through Google Search, it makes sense to add a contact link there. It’s easy to do this by activating online booking or appointments in the Home section of Google My Business. Then you just need to create and insert your WhatsApp link. We’ll explain how to do this step-by-step later. ### Three Methods for Customers to Connect on Google My Business There are several methods to get customers to engage with your business—via phone calls, Google My Business Messaging and booking or appointment links (this is where you can add your WhatsApp link). ![An%20image%20showing%20the%20contact%20methods%20on%20Google%20My%20Business%2C%20including%3A%20Click-to-call%20links%2C%20chat%20through%20SMS%20and%20WhatsApp%20and%20booking%20links](https://images.ctfassets.net/ph8r57dk1q9w/6up6OwlVINeY2T7ol4CLLC/3fad357d618d6f644c1b1dcfe2404959/Google_My_Business_WhatsApp_Contact_Link_-_Image_1.png) Let’s look at how these work and which options might be best for your business. #### 1\. Click-to-Call Link Google My Business allows you to include click-to-call links in the form of a call button at the top of the profile, and a clickable listed phone number. ![This%20image%20shows%20a%20click-to-call%20link](https://images.ctfassets.net/ph8r57dk1q9w/4IEpIti33tPfmCotz5vd58/48c9fc1832e04d83b205ffed13fbeeb9/Calllink2_2e3fbfcfb62c33f44ed97be8083513e7.jpg) However, most people [prefer messaging to calling](https://respond.io/blog/business-messaging#toc-mobile-1), so you’re missing out if you don’t provide a messaging option. #### 2\. Chat Through SMS and WhatsApp Click-to-chat Link Google now allows businesses to chat with customers on [SMS or a WhatsApp click-to-chat link](https://support.google.com/business/answer/15013580?hl=en#zippy=%2Ccan-i-add-the-same-whatsapp-url-to-multiple-business-profiles). Now potential customers that come across your Google My Business page can directly contact you. #### 3\. Booking/Appointment Links This is the method that we’ll cover in detail. Business owners can add a custom link (including a [WhatsApp link](https://respond.io/blog/whatsapp-link)) so customers can reach them. The link may appear in different places on the Google My Business page, depending on your business type. To increase engagement, it’s ideal to set up all three—call, Google My Business Messaging and a WhatsApp link. The one that works best for you will be the one your customers use most, and that varies from business to business. ### Which Businesses Should Connect WhatsApp to Google My Business? So is a WhatsApp link helpful for your business? It’s best for local businesses as Google My Business pages appear in results when customers nearby are searching for a related business. If customers are finding you through Google My Business, it’s worth adding a WhatsApp link as an additional method of contact. You can capture high intent audience and convert them through chats. It can also be used in a support use case. [As the most popular messaging app](https://www.statista.com/statistics/258749/most-popular-global-mobile-messenger-apps/) in the world, WhatsApp offers businesses a direct way to engage with customers. In regions like Latin America, the USA, Malaysia, and Singapore, businesses across industries including retail, education, healthcare, automotive should connect WhatsApp to Google My Business. This integration streamlines communication, making it easier for customers to reach out and businesses to provide timely responses, boosting customer satisfaction and business growth #### Benefits of Adding a WhatsApp Contact Link to Google My Business Here are a few reasons why you should add a WhatsApp link to your Google My Business Page. ##### Familiarity Allows customers to use a channel they’re familiar with. If your customers’ primary method of communication is WhatsApp, they’ll be more likely to message you if you provide this option. ##### Boosts Ranking It can help boost your [business page’s ranking on Google](https://support.google.com/business/answer/7091?hl=en#zippy=%2Center-complete-data%2Cprominence). The more complete your business information is and the more people engage with your profile, the more likely it is to rank highly. ![An%20image%20showing%20the%20benefits%20of%20adding%20a%20WhatsApp%20link%20in%20your%20Google%20My%20Business%20page](https://images.ctfassets.net/ph8r57dk1q9w/3Y4OosEK97MnLjIM9Eked9/b25c2afa0d005e138fa9df5fc0c7ab3b/Google_My_Business_WhatsApp_Contact_Link_-_Image_2.png) ##### Engagement It provides further opportunities to directly engage with customers. Just like with Google My Business Messaging, you’ll have 24 hours to respond to messages. However, WhatsApp requires you to ask customers to [opt-in to receive updates](https://respond.io/blog/whatsapp-business-api#toc-mobile-15) outside the 24-hour window. ##### Direct Inbox If you have [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api), connect it to a central messaging platform like respond.io. You can unlock a host of [advanced messaging features](https://respond.io/blog/whatsapp-crm#toc-mobile-4) including [multiple-agent access](https://respond.io/blog/whatsapp-business-multiple-users#toc-mobile-7) and [automated Workflows](https://respond.io/blog/november-2021-release-workflows-module-and-send-message-templates-via-messages-api#toc-mobile-0). ### How to Add WhatsApp in Google My Business In this section, we’ll take you step-by-step through the process of setting up a WhatsApp link in Google My Business. It’s simple and straightforward, requiring just a few minutes of your time. Here’s what to do to get customers to contact you. 1\. **Get** a [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) link or a [WhatsApp API](https://respond.io/blog/whatsapp-business-api) link. If your customers frequently contact you via WhatsApp, you probably already have this. If not, you can get it with this [free link generator](https://respond.io/blog/whatsapp-link). ![A%20screenshot%20of%20the%20WhatsApp%20link%20generator%20tool%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2kt24WTeWjKkvTVOIVbs8I/8026d72c4a2b933f12017c5f3efbc6d2/firefox_ax1RBPw81U.png) 2\. **Go** to your Google My Business Home page and select Appointments. Depending on the nature of your business, this might also appear as Schedule, Booking or Place an Order. The option won’t be in the same place on every Google My Business Profile, so we’ve included a few examples. ![screenshots%20of%20how%20different%20types%20of%20appointment%20options%20look%20in%20Google%20My%20Business](https://images.ctfassets.net/ph8r57dk1q9w/2943f0fpveQTpz2Aagpcrv/6c60b73828dfa17148a230c1a27bb175/Bookinglinks_a6329133e174923a908726ddd5b66581.jpg) 3\. **Insert** your WhatsApp link here. ![screenshots%20of%20where%20to%20add%20your%20WhatsApp%20link%20in%20Google%20My%20Business.%20For%20restaurants%2C%20it%27s%20under%20%22place%20an%20order.%22%20For%20educational%20or%20coaching%20businesses%2C%20it%27s%20under%20%22update%20online%20classes.%22%20For%20other%20business%20types%2C%20it%20may%20be%20%22update%20online%20appointments.%22%20](https://images.ctfassets.net/ph8r57dk1q9w/6bXAkHRwi1UCPlVvz0dm5S/03fefb51744fefa666520697e453985f/appointmentlink_108ac147ef19377c1a5ab53cd5658c84.png) You’re done! Now customers can message you directly on WhatsApp when they click on the appointment, booking or order link. #### Bonus Step: Add a WhatsApp Click-to-chat Link In your Google My Business page, select edit profile, then the *Contact* tab. From here you can add your WhatsApp link. ![A%20screenshot%20of%20the%20chat%20option%20menu%20on%20Google%20My%20Business](https://images.ctfassets.net/ph8r57dk1q9w/4KoKo8dheVt1F7x6XDm5wa/ccd83bd230ea89e61ca292f2363e1dc4/4463JqIGbv.png) #### Common Issues When Adding a WhatsApp Link to Google My Business While the steps are fairly simple, there are still a few issues you might run into. ##### Not Seeing a Link to Appointments Some business profiles may not automatically have the option to set appointments. You may need to change your primary business category. Try a few to see which one gives you the option. Choose a category that matches the general nature of your business and still allows you to add a link. One example that we tried was the bakery category, which wouldn’t allow a link. Changing the primary category to *restaurant* and leaving *bakery* as a secondary category solves the issue. ![screenshot%20of%20how%20to%20change%20your%20business%20category%20in%20Google%20My%20Business.%20Set%20your%20primary%20business%20category%20to%20one%20that%20lets%20you%20add%20a%20WhatsApp%20contact%20link.%20Then%20you%20can%20add%20a%20more%20specific%2C%20additional%20business%20category%20under%20it.%20](https://images.ctfassets.net/ph8r57dk1q9w/5nBD4Jm8GYpWqmMY3zhA2p/0f306cc21c67495b95f58774bfdd7ca6/BakeryRestaurantBusinessCategory_46027f670c7f4134017610ee9045f09a.png) ##### Adding More Than One Link What if you want to add more than one contact option in the booking or appointments section such as through WhatsApp and a scheduling app? You can do this; Google My Business allows you to add multiple URLs under the same section. ![screenshot%20showing%20how%20to%20add%20an%20additional%20link%20on%20Google%20My%20Business.%20Enter%20your%20WhatsApp%20link%20in%20the%20first%20slot%2C%20then%20select%20%22add%20new%20link%22%20to%20add%20a%20link%20to%20a%20scheduling%20app%20or%20another%20messaging%20app.](https://images.ctfassets.net/ph8r57dk1q9w/7iU4iLonqwWtdFqy0WDke1/8fcb561737794d1e1e036de16b0b6997/Addalink_b2e11db285221374cb55c9a7d1f94b21.jpg) ##### Unable to See WhatsApp Click-to-Chat Link If you're on desktop, you won't be able to see the WhatsApp chat option. Currently, it seems that you can only [view it on mobile](https://support.google.com/business/thread/301118894?hl=en&msgid=323149812). ![A%20screenshot%20of%20a%20Google%20My%20Business%20page%20with%20a%20text%20to%20WhatsApp%20link](https://images.ctfassets.net/ph8r57dk1q9w/4zj6VVajUxG7jkFkMU6hsF/773321f1b52cde5fecc5064a1fea9c39/Screenshot_20250226_025329_Google.png) Now that you know how to add a WhatsApp Link to Google My Business, we’ll show you a few ways you can use it to better engage with your customers. ### Google My Business WhatsApp Link for Customer Engagement and Support Now that you’ve set up a WhatsApp link on your Google My Business profile, how can you have valuable conversations with your new contacts? If you’re using WhatsApp API, link it to respond.io, so the messages you receive can be viewed by and assigned to relevant teams. #### How to Use It for Marketing [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) campaigns can be built to track engagement with the WhatsApp link on your Google My Business Profile to see how prospects most often contact you. It can also be used to get leads if you ask [prospects for contact information](https://respond.io/blog/whatsapp-link-generator-whatsapp-widget) or to opt in to receive regular communication in your [WhatsApp auto reply](https://respond.io/blog/whatsapp-auto-reply) [welcome message](https://respond.io/blog/whatsapp-greeting-message). When they opt in, message them first using a [WhatsApp message template](https://respond.io/blog/whatsapp-template-message). #### How to Use It for Sales Sales teams can respond directly to product or service inquiries through [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) or [bulk messages](https://respond.io/blog/whatsapp-bulk-message) to speed up the [sales process](https://respond.io/blog/whatsapp-sales). An informal messaging conversation fosters a personal connection, builds trust and allays concerns so contacts are more willing to make a purchase. Alternatively, sales teams can set [WhatsApp schedule messages](https://respond.io/blog/whatsapp-schedule-message) to send appointment reminders to contacts to reduce no-shows and boost revenue. ![screenshot%20of%20a%20respond.io%20AI%20sales%20agent%20setup](https://images.ctfassets.net/ph8r57dk1q9w/25BBSRpj8jvuxhMGBJuOfL/330c082b9ea868a097dca775e4c7d312/ai_agent-ks_sales__1_.jpeg) For even more efficient sales, businesses can set up an [AI Agent](https://respond.io/ai-agents) to capture initial inquiries at any time and qualify leads so salespeople can focus on those most likely to make a purchase or booking. The AI Agent can then route qualified leads to an appropriate human agent. #### How to Use It for Support When contacts have a question about your product or service, they can send a message through the WhatsApp link. With WhatsApp API and respond.io, the request can be routed to the most relevant person so [customers receive prompt and efficient service](https://respond.io/blog/whatsapp-customer-service). You can also create a Workflow to send out [customer satisfaction](https://respond.io/blog/csat-customer-satisfaction-score) surveys at the end of the conversation so you can gauge and improve your overall customer service quality — this can even be automated with AI. More on that next. #### Bonus Tip: Next-Level Engagement Through Respond AI If you maximize your entry points with Google My Business WhatsApp Link and others, you can expect an increase in the number of inbound conversations in your inbox. [Respond AI](https://help.respond.io/workspace-settings/workspace-setting-respond-ai) will allow your agents to handle all these conversations easily without compromising customer satisfaction. For a start, train your [AI Agent](https://respond.io/blog/how-respondio-ai-agents-work) with knowledge sources; this virtual assistant can handle routine conversations, liberating your agents for more important tasks. To have more control over responses, agents can use [Respond AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) and [Assist](https://help.respond.io/messages/using-ai-assist) in the [Messages Module](https://help.respond.io/messages/messages-overview). Get a free trial of respond.io today to improve your conversations with your WhatsApp and Google My Business contacts. ### Further Reading To learn more about how to further engage with your prospects and customers using Google My Business and WhatsApp messaging, check out the following: - What Is Google My Business? - Google My Business Messaging: The Ultimate Guide - Ultimate Guide to Instant Messaging for Business ## [Hong Kong startup Rocketbots selected among hundreds for Rise](https:/respond.io/blog/press-hong-kong-startup-rocketbots-selected-among-hundreds-for-rise) Rocketbots was selected to pitch to its peers about it’s new SaaS freemium model in hopes of taking top spot at the annual 2017 Rise competition. Among 600 attending startups from around the world, Rocketbots was selected to pitch to its peers about its new SaaS freemium model in hopes of taking the top spot at the annual 2017 Rise competition. Though not this year’s winner, Rocketbots made a splash among its counterparts by being disruptive in the AI industry. Rocketbots CEO Gerardo Salandra leaves this big tip to any and all would-be future Rise attendees: > *“Think about doing something completely unexpected. Your goal is to stand out from the crowd and playing by the rules won’t get you there. Be controversial but fun, find a way to grab people’s attention so at the afterparty they talk about you. Don’t be afraid to disrupt the disruptors!”.* ![](https://images.ctfassets.net/ph8r57dk1q9w/4TIlMtGtqSkqpo5EG1IdaD/01c85ef51a79945dba28ae8117c8a791/IMG_5130_78a75f689a38ba761275f668bb66d26d.jpg) With over 75 Chatbots under its belt and a SaaS platform that aims to fill in the gaps that Natural Language Processors leave behind, Rocketbots now has the momentum and experience necessary to be disruptive in its field, capturing the attention of its counterparts at Rise this year. Rocketbots’s potential to be a thought leader in an industry that’s in its infancy shows that even startups can make waves even if they don’t take the top prize at Rise. ![RISE](https://images.ctfassets.net/ph8r57dk1q9w/4t595x2lbjo0Qq9DpLL9KR/eab0f3db706d8502780cff46152f1b5f/Alpha-300x300_f039d53882d7aa6f457de707485a920f.png) ## [How Respond.io Voice AI Agents Turn Calls into a Scalable Revenue Channel](https:/respond.io/blog/respond-io-voice-ai-agents) Respond.io Voice AI Agents answer calls instantly, understand intent, and keep call + chat history in one inbox—built for B2C scale. Most businesses still treat calls like a separate world: one system for phone, another for messaging and a messy gap in between. That’s where leads get lost, customers repeat themselves and teams waste time stitching together context. Voice AI Agents by respond.io are built to fix that. They replace rigid “press 1, press 2” Interactive Voice Response (IVR) with a conversational experience, while keeping calls and messages together in a single inbox, so your team can follow up faster, track outcomes and keep customer data in one place. In other words: voice stops being an isolated experiment and becomes a practical, scalable part of your growth engine. ### What is a voice AI agent? A voice AI agent is an artificial intelligence system that answers inbound calls, understands natural language and responds conversationally in real time. Unlike standard IVR systems that rely on frustrating menus, a voice AI agent allows callers to speak naturally and receive immediate resolution. Respond.io’s Voice AI Agent is built directly into a unified customer conversation platform so customer calls, messages and CRM actions all live in one inbox, giving human teams a single source of truth for every customer. ### How do respond.io Voice AI Agents work? When an inbound call arrives, the [Voice AI Agent answers immediately](https://respond.io/help/ai-agent-actions/ai-agent-action-handle-calls) with a standard greeting. It listens, responds, and performs tasks such as updating a CRM, tagging a lead, or retrieving live data from external systems via API requests, using the same workflows already active across chat channels. ![Gif%20illustrating%20how%20respond.io%20Voice%20AI%20Agents%20work](https://images.ctfassets.net/ph8r57dk1q9w/1w4WzggD056tj3CX3n06C0/be9cc5c53f1eaf2e31354a16c0185d97/ezgif-8a43b7dab41c738e.gif) This is what businesses can expect after integrating respond.io Voice AI Agents with their [WhatsApp Calling](https://respond.io/blog/whatsapp-ai-voice-agent) or VoIP. - Unified visibility: Every interaction is logged in the inbox, providing a 360-degree view of the customer across voice, chat, email and CRM events. - Predictable scale: Sessions are capped at three minutes to ensure focused first-contact handling and to protect conversion rates from the "hallucination drift" that’s common in less structured tools. - Operational control: Teams can test prompts and behaviors in a sandbox before publishing to ensure accurate product and policy details and brand consistency. ### Why are standard IVR and standalone voice tools less effective for B2Cs than voice AI agents? Most legacy IVR systems or experimental add-on tools can stall business growth and damage reputations with high friction, context silos or feature instability. Respond.io treats voice as an entry point into a mature conversation engine by providing a stable AI infrastructure that scales with you so technology never becomes a bottleneck as your volume increases. Common risks include: 1. Standard IVR creates friction: Rigid menus cause frustration that drives high-intent callers to hang up, directly increasing your customer acquisition costs. 2. Standalone tools create silos: When voice data isn't synced with chat or CRM history, your team has no context, leading to fragmented customer experiences. 3. Experimental bots lack stability: Unlike respond.io’s 99.999% uptime benchmark, unproven tools often crash or hallucinate during high-volume spikes, resulting in lost trust and revenue. ### How can businesses grow revenue from calls with a voice AI agent? Every missed call is a a missed opportunity for revenue. Businesses can boost conversions by providing instant voice response at any time so leads won’t go cold or go to competitors. This constant availability also builds trust and loyalty among existing customers. Respond.io’s Voice AI Agents can reply in 32 languages, answer FAQs, collect information and has built in guardrails to ensure accuracy. It acts as a trusted partner, so businesses can scale faster and convert more without adding headcount. ![Image%20of%20icons%20showing%20how%20voice%20AI%20agents%20grow%20revenue%3A%20by%20providing%20instant%20answers%2C%20growing%20loyalty%20and%20giving%20reliable%20support](https://images.ctfassets.net/ph8r57dk1q9w/Y1Zam78PeHMRe7OZcMv17/6ba25b4afca4530529908af95650ecbe/Practical_Guide___Voice_AI_Agent_-_Image_1.png) #### Provide instant voice support for high-value enquiries to build assurance Inbound calls are the highest-intent touchpoint in high-consideration B2C journeys. With high financial or personal stakes involved, the customer requires trust before committing. There are moments where a lead is ready to move, provided they receive an immediate, intelligent response: - Healthcare, wellness and dental:Enquiries about surgical consultations, elective treatments or routine appointments. - High-value sales:Enquiries about availability or options for vehicles or retail products. - Specialized services:Enquiries about education enrollment, travel itineraries or professional services. In these scenarios, timing is critical. Yet, for many businesses, voice remains a disconnected liability. Standard IVR systems, voicemail backlogs, and "bolted-on" voice bots create fragmented data and missed revenue. [Respond.io](http://Respond.io)’s Voice AI Agent transforms this by integrating inbound calls into the same unified architecture that manages WhatsApp, CRM data, and automation. Instead of treating calls as isolated events, it enables businesses to handle voice holistically as part of the end-to-end [customer lifecycle](https://respond.io/blog/customer-lifecycle-management-software) with full context and continuity. #### Driving measurable impact: from first contact to long-term loyalty Every [technical capability of the Voice AI Agent](https://respond.io/blog/how-respondio-ai-agents-work#toc-2) is mapped to specific outcomes that protect and grow your bottom line. By answering calls 24/7, businesses ensure no high-value lead is lost to a voicemail backlog and intent is captured while it’s high. This immediate engagement moves the needle on conversion long before a manual follow-up could take place. Furthermore, the Voice AI Agent provides personalized responses informed by live API lookups, guides callers toward a solution, captures their details and provides a summary of each conversation. If the same customer reaches out again, a human agent has the full voice history, reducing friction and ensuring the relationship is managed as one continuous conversation. #### Multilingual support and operational boundaries Respond.io’s Voice AI Agent supports 32 languages via **ElevenLabs Flash v2.5**. While it handles high-volume inquiries conversationally, it is designed with strict guardrails to protect the business. It does not handle payments or make binding business commitments. These boundaries ensure predictable outcomes while allowing the AI to focus on what it does best: immediate, high-quality first-contact handling. ### The strategic choice for revenue-critical B2C scale For mid-to-large enterprises, voice isn’t a side project. It’s part of the revenue path, where missed context, dropped handovers and siloed data quickly become lost conversions and avoidable cost. Standalone voice bots can handle basic flows, but they often sit outside the systems your teams rely on. That separation creates friction: customers repeat themselves, agents work without the full picture, and reporting turns into guesswork. Respond.io takes the opposite approach. Voice AI Agent runs in the same inbox as messaging, automation and customer history, so every interaction stays connected from first contact to follow-up. Teams stay in control of what the AI handles, when humans step in and how outcomes are tracked, without adding another tool or another data silo. If your business depends on high-volume conversations, the requirement is simple: reliability, governance and a single source of truth that holds up under peak demand. Respond.io delivers that foundation, so voice scales as part of your operation, not alongside it. Contact us for a [free consultation](https://respond.io/demo) to learn more about what voice AI agents can do for your business. ### Further Reading To learn more about respond.io's AI Agents and VoIP, check out these other articles. - How Respond.io's AI Agents Work Reliably at Scale for B2C Businesses - VoIP CRM Integration: A Guide to Full-Context Conversations - WhatsApp Voice AI Agents: Real Use Cases ## [How to Add Telegram to Website: A How-To Guide ](https:/respond.io/blog/add-telegram-to-website) A Telegram widget for website is a great way to improve the communication with your customers. In this guide, we'll show you how to add Telegram to website step by step. When it comes to customer communication, the first rule is to identify and use your audience’s messaging channel(s) of preference. With a Telegram widget for website, your Telegram contacts will be able to contact you directly from your website at all times. In this blog post, we’ll introduce you to Telegram widgets and show you how to add Telegram to website. ### Introduction [Telegram is a popular messaging app](https://respond.io/blog/top-messaging-apps#toc-mobile-5) in multiple countries, and it keeps growing its monthly active users (MAUs) every year. Hence, there is a chance your audience is already using Telegram to chat or to engage with [Telegram Channels](https://respond.io/blog/telegram-channels) and [Telegram Bots](https://respond.io/blog/best-telegram-bots-list). #### What is a Telegram Widget for Website? Telegram offers customers multiple ways to start a conversation with you. Aside from [in-app search, QR codes and click-to-chat links](https://respond.io/blog/telegram-for-business#toc-mobile-8), you can also integrate a Telegram widget into your website for visitors to reach out to you. But, what is a Telegram widget and why should you use one? With a Telegram widget, website visitors can conveniently start a conversation with you and find answers to their inquiries in just a few clicks. ![This%20is%20an%20image%20showing%20where%20to%20find%20respond.io%u2019s%20Widget%20Telegram.%20With%20a%20Telegram%20widget%2C%20website%20visitors%20can%20conveniently%20start%20a%20conversation%20with%20you%20and%20find%20answers%20to%20their%20inquiries%20in%20just%20a%20few%20clicks.](https://images.ctfassets.net/ph8r57dk1q9w/2splmSy8XqYbGICwPMuQUc/490cdfbb97cf77634cbb5332644add96/Screenshot2022-06-02at15_12_58_a439c31f325471dcb7dbec8dffc8882b.png) With respond.io, it’s as simple as clicking on the website chat icon on the bottom right corner of the website and selecting Telegram on the widget header. Aside from desktops, you can also access the widget while using your phone. Talk about convenience! #### Telegram Widget for Website: Benefits With a Telegram widget, it’s easy for Telegram users to reach out to you and continue chatting even after they exit your website. This is not the case for website chat, which requires visitors to remain on the page to send and receive messages. A Telegram widget also provides an additional way to capture leads. A number of your website visitors are considering your product or service, so don’t miss the chance and offer them a way to immediately chat with you over Telegram. ![This%20is%20an%20image%20showing%20three%20reasons%20to%20use%20Telegram%20widget%20for%20website%3A%20Encourage%20Telegram%20users%20to%20chat%2C%20capture%20leads%20and%20offer%20real-time%20support.](https://images.ctfassets.net/ph8r57dk1q9w/1eKdruQRWUV9bU3VyQegrb/301d809e78bf478d8d9d719aaae9dde0/TelegramWidgetImage01_f322e676f73f8378aed0b22efa93cbc8.png) Lastly, you’ll improve the quality of your support with real-time conversations. For companies without agents available 24/7, we advise using [Telegram automated replies](https://respond.io/blog/telegram-auto-reply) to manage response time expectations and request essential data for agent follow-up. Now you should be familiar with the pros of having a Telegram chat widget on your website. In the next section, we’ll show you how to set up your Telegram widget using respond.io. ### How to Integrate Telegram on Your Website with Respond.io The process for setting up a Telegram widget is simple and can be done quickly by [following these steps](https://help.respond.io/workspace-settings/growth-widgets#creating_widget). ![This%20image%20shows%20how%20to%20connect%20Telegram%20chat%20widget%20to%20website%20with%20respond.io.](https://images.ctfassets.net/ph8r57dk1q9w/3Q4yHrypsgEbjFGuF2SAzm/8e72c8e2e077f37213d6ab6a2b8ee7ba/screenshot-2023-03-24-at-34651-pm_0699a1e7b4977fa92a426ae20b9c7383.jpg) To get started, navigate to *Settings* > *Growth Widgets*. Then, click *Add Widget* and choose Telegram before clicking *Create Widget*. After that, enter the website(s) where you want to add the chat widget and select the account you want to create a widget for. ![This%20image%20shows%20how%20to%20connect%20Telegram%20chat%20widget%20to%20website%20with%20respond.io.](https://images.ctfassets.net/ph8r57dk1q9w/4n0MwbCnqyetdhLqtXL2ne/3c45253415fc439a4e6e2df6da750188/screenshot-2023-03-24-at-34823-pm_a8932e8ae3f4ca6c763eb65e4460a1ad.jpg) You can add a pre-filled text or customize the widget’s appearance by clicking on the *Advanced Settings* buttons. Finally, click *Generate Widget*, copy the generated script and install it on your website. If you want to connect with customers across multiple channels, an [omnichannel widget](https://respond.io/blog/omnichannel-widget) can help. You can also opt to [add a website chat widget to your website](https://help.respond.io/website-chat-widget/website-chat-widget-overview). ### What’s next? For businesses with more than one messaging channel, respond.io unifies website chat and messaging channels in a single widget. Hence, visitors can choose between asking their questions via website chat or a messaging channel on the widget header. This is all you need to know about Telegram widget for website. But the possibilities don’t end there. [Respond.io offers](https://help.respond.io/) [multiple solutions](https://help.respond.io/) for seamless customer experience and team management. Do you want to [market](https://respond.io/send-promotions-and-newsletters), [sell](https://respond.io/convert-leads) and [support](https://respond.io/conversational-support) on Telegram with the leading messaging platform? Sign up for a respond.io account today! ### Further Reading Did you find this reading interesting? If so, we suggest you check out the following Telegram articles. - What are Telegram Groups? - What are Telegram Channels? - Telegram Auto Reply: A How-To Guide ## [How to Add WhatsApp Button on Facebook Page ](https:/respond.io/blog/how-to-add-whatsapp-button-on-facebook-page) Want to know how to add WhatsApp button to Facebook page? Check out this article where we’ll share the steps to do it. Want to learn how to add a WhatsApp button to your Facebook Page? You’ve come to the right place. In this article, we will outline the benefits of incorporating a WhatsApp button on your Facebook Page, as well as provide step-by-step instructions on how to do this. ### What is a WhatsApp Button? A WhatsApp button is a Facebook Page feature that allows customers to quickly engage businesses through [WhatsApp](https://respond.io/blog/whatsapp-business), directly from their Facebook Page. When clicked, it opens a new conversation with the business on [WhatsApp Web](https://respond.io/blog/whatsapp-business-web) if customers are using their desktop and [WhatsApp App](https://respond.io/blog/whatsapp-business-app) on mobile. ![This%20is%20a%20screenshot%20that%20shows%20how%20a%20whatsapp%20button%20look%20like](https://images.ctfassets.net/ph8r57dk1q9w/50jPxi5wRVDTRF8NbN0veT/b7d05f2e55c83d079b9146772309bb70/UploadWeChatlogo1_4a8f04386a89bccb7d7f01d53055e15e.jpg) Adding a WhatsApp button to your Facebook Page makes it effortless for customers to contact your business and potentially take a desired action, such as making a purchase. In the following sections, we'll explore this and other benefits. #### Why Add a WhatsApp Button to Facebook? As [WhatsApp is the most widely used messaging app in the world](https://respond.io/blog/top-messaging-apps#toc-mobile-1), it’s likely that your customers are already using it and may prefer it for quick, real-time communication. Providing an easy and immediate way for customers to reach out and communicate their needs encourages interaction with businesses, which can boost sales and improve customer satisfaction. Connecting your WhatsApp Business account to your Facebook Page also allows you to streamline communication on WhatsApp. This eliminates the need to switch between Facebook and WhatsApp to chat with customers, so your team can respond to and resolve queries in record time. Faster and more responsive interactions improve the overall customer experience, which then encourages customer loyalty and repeat business. In addition, when customers message you on WhatsApp, you’ll get their contact number which can be used to reach out to them in the future via [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast#toc-mobile-21) for [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing). ![This%20is%20an%20image%20that%20shows%20why%20add%20facebook%20business%20on%20whatsapp.%20Connecting%20both%20channels%20allows%20you%20to%20address%20their%20needs%20promptly%2C%20leading%20to%20improved%20customer%20satisfaction.%20It%20also%20helps%20to%20streamline%20all%20communication%20through%20WhatsApp%20instead%20of%20switching%20back%20and%20forth.](https://images.ctfassets.net/ph8r57dk1q9w/lW8lJBn2jvEDBMvncWpGH/4ef15bbd1a81aa5920faa7b50d361ae4/HowTo_AddWhatsAppButtontoFacebookPage_Image01_ab1a0f8a91709fa055df7b650e4a5a41.png) WhatsApp’s [24-hour messaging window](https://respond.io/blog/whatsapp-business-api-pricing#toc-mobile-2) is extended to 72 hours when customers message you through a WhatsApp button on Facebook Page. Conversations won’t be charged when users message businesses using this entry point. In addition, all messages exchanged during this 72-hour messaging window are free, including [WhatsApp template messages](https://respond.io/blog/whatsapp-template-message). Keep in mind that the conversation that initiates from the ad is free, but not the ad itself. Now that you’ve learned the benefits, find out how you can enable the “Send WhatsApp Message” button on your Facebook Page. ### How to Add WhatsApp Button on Facebook Page Before you can add a WhatsApp button to a Facebook Page, you need to connect your WhatsApp Business account to Facebook. In this section, we’ll show you how to link your [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) or [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api) account to your Facebook Page. But before we get started, let’s take a look at the requirements. #### What You Need to Add WhatsApp Business to Facebook Page Here, learn what prerequisites are needed before connecting your WhatsApp Business account to your Facebook Page. ![This%20is%20an%20image%20that%20shows%20what%20you%20need%20to%20add%20whatsapp%20button%20to%20facebook%20page%20and%20they%20are%20A%20verified%20WhatsApp%20Business%20account%20linked%20to%20your%20business%20phone%20number%20A%20Facebook%20Page%20for%20your%20business%20The%20latest%20versions%20of%20Facebook%20and%20WhatsApp%20Business%20App](https://images.ctfassets.net/ph8r57dk1q9w/2FUX0N9Zcc5o0UEUQ0Cf2H/6c1f76b39f70ecb924c5468d52249a83/HowTo_AddWhatsAppButtontoFacebookPage_Image02_f0fd542336cb0814c7994931f09af4fe.png) Here’s what you need: - A WhatsApp Business account linked to your business phone number - A Facebook Page for your business - The latest versions of Facebook and WhatsApp Business App on your device, if you’re using the WhatsApp app instead of the API Once everything is ready, you can connect WhatsApp to Facebook. We’ll show you how next. #### How to Add WhatsApp Business Account to Facebook Page Connecting your WhatsApp Business account to your Facebook Page is a straightforward process, regardless of whether you’re using the WhatsApp Business App or WhatsApp API. Follow this guide to learn how to easily connect WhatsApp to your Facebook Page. 1\. **Click** *Settings* on your Facebook Page. ![This%20is%20a%20screenshot%20that%20shows%20the%20first%20step%20to%20connecting%20your%20Facebook%20Page%20to%20WhatsApp.%20Click%20Settings%20on%20your%20Facebook%20Page.](https://images.ctfassets.net/ph8r57dk1q9w/75S0YXoX1Lo2Fulwpz58OY/97b1bef32a5cea7b09c4a320140adf7e/54_9843a6e81079944bf647fc6dfc444396.jpeg) 2\. **Click** *Linked accounts*. ![This%20is%20a%20screenshot%20of%20the%20second%20step%20to%20how%20to%20link%20whatsapp%20business%20account%20to%20facebook%20page.%20Click%20linked%20accounts.](https://images.ctfassets.net/ph8r57dk1q9w/4lrVEorvzu1atnmccH629m/92a60c112c87d20bfc6def4e70069e94/55_6845b8305d467ebb0cbe5ba0ab3739a4.jpeg) 3\. **Select** *WhatsApp* on the left panel and enter the phone number used for your WhatsApp Business account. Then click *Send WhatsApp Code* to verify your number. You will receive a code on WhatsApp. Enter the code and click *Confirm*. ![This%20is%20a%20screenshot%20of%20how%20to%20connect%20whatsapp%20business%20account%20to%20facebook%20page.%20Select%20WhatsApp%20on%20the%20left%20panel%20and%20enter%20your%20phone%20number.%20Then%20click%20Send%20WhatsApp%20Code%20to%20verify%20your%20number.](https://images.ctfassets.net/ph8r57dk1q9w/PO8TqDKdjHdgQZtny307G/ae734ad945ebad952357918f9752c302/56_7f613d161584a0c9cda23d288af78f98.jpg) 4\. **Click** *Add Button* to add a WhatsApp button to your Facebook Page for customers to start conversations with you immediately. ![screenshot%20showing%20how%20to%20add%20WhatsApp%20button%20on%20Facebook%20Page](https://images.ctfassets.net/ph8r57dk1q9w/4SYPKKKBsgHAWn3iyA4hdc/536b56a5410d504c25f8b56afef28f45/57_c79a886a04222a140deed4c128a92896.jpg) And that’s everything you need to know on about adding a WhatsApp button on your Facebook Page. Interested in using WhatsApp for your business? [Sign up for a free trial of respond.io](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and [connect your WhatsApp API](https://help.respond.io/whatsapp/whatsapp-cloud-api#connecting_whats_app_cloud_api) to get started. ### Further Reading Want to know what else WhatsApp can do for your business? Check out these articles: - How to Send Bulk Messages on WhatsApp: A Step-by-Step Guide - WhatsApp CRM Ultimate Guide: Integration, Use Cases and Best Practices - WhatsApp Green Tick: A Guide to Verifying Your WhatsApp Business ## [How to Add WhatsApp Chat Button on a Website](https:/respond.io/blog/whatsapp-chat-button) Want to know how to use a WhatsApp chat button for your business? This feature provides a quick and easy way for customers to connect with businesses directly through WhatsApp. By using a WhatsApp chat button, businesses can address customer inquiries in real-time, resulting in higher customer satisfaction rates and increased sales. Are you looking to add a WhatsApp chat button to your website? You’ve come to the right place. In this article, we’ll share what a WhatsApp chat button is and its benefits for businesses. Finally, we’ll share how to leverage the chat button and provide instructions on how to set it up using respond.io. ### What is WhatsApp Chat Button? A WhatsApp chat button is a clickable button that appears on a website, allowing customers to start a conversation with a business on WhatsApp. When a customer clicks on the button, it opens a chat window on their WhatsApp app if they’re using their phones or [WhatsApp Web](https://respond.io/blog/whatsapp-business-web) on a desktop, enabling them to send messages to the business. It can be placed anywhere on a website. The button is also easy to install and use, requiring little to no technical knowledge. Next, we’ll share why it’s beneficial for businesses to add one to their websites. #### Benefits of Adding a WhatsApp Chat Button on a Website Today, it’s crucial for businesses to be easily reachable by consumers. Adding a WhatsApp chat button can enhance accessibility, especially in [areas where WhatsApp is widely used](https://respond.io/blog/top-messaging-apps#toc-mobile-1). ![This%20is%20an%20image%20that%20shows%20the%20benefits%20of%20add%20whatsapp%20chat%20button%20to%20website.%20Whatsapp%20is%20the%20most%20popualt%20messaging%20app%20and%20your%20customers%20are%20likely%20already%20using%20it.%20It%27s%20also%20a%20convenient%20channels%20for%20customers%20as%20it%20provides%20fast%20and%20convenient%20way%20to%20reach%20customers.%20lastly%2C%20it%20helps%20to%20boost%20brand%20credibility.](https://images.ctfassets.net/ph8r57dk1q9w/3Y8gLXwQXfHLE94gTaE8HG/20e9b98288d266bc658574ecc9741a86/concepts-whatsapp-chat-button-image-01_aaa1aa40d4c4c54fcb02ff78fa784bf2.png) Here are a few reasons to use a WhatsApp chat buttons to enhance your business communication: - Popular messaging app: WhatsApp is the most popular messaging app in the world, with 2.24 billion users worldwide. Your customers likely already using the app, providing you with a ready audience. - Convenient channels for customers: The chat button provides a fast and convenient way for customers to get in touch. This can help improve customer satisfaction, as customers can get the help they need quickly and easily. - Boost brand credibility: By creating a WhatsApp business profile, businesses can increase brand trust and credibility by identifying themselves as legitimate businesses. Now that we’ve learned about some of the key benefits of a WhatsApp chat buttons, we’ll take a look at how businesses can use it for sales and support next. ### 7 Ways to Use a Chat Button with Respond.io Businesses can use WhatsApp chat buttons for [sales](https://respond.io/blog/whatsapp-sales) and [support](https://respond.io/blog/whatsapp-customer-service) to improve customer engagement, drive sales and provide efficient customer support. Furthermore, it also makes communication easier and improves response times for customer inquiries. ![This%20is%20an%20image%20that%20shows%20whatsapp%20chat%20button%20on%20website%20html%20and%20how%20to%20boost%20your%20business%20with%20it.%20A%20chat%20button%20helps%20to%20generate%20leads%2C%20increase%20conversations%2C%20helps%20you%20to%20respond%20quickly%20to%20customers%2C%20analyze%20customer%20conversations%20and%20improve%20customer%20experience.%20](https://images.ctfassets.net/ph8r57dk1q9w/1Vg7PF0ZWtajodyz8BO8c6/c67baa8616f89d9c5168a7314dd57ab2/concepts-whatsapp-chat-button-image-02_3628de391cfc4470a8d15a0f75661973.png) Let’s look at some ways you can use a WhatsApp chat button with respond.io to grow your business or build brand loyalty through great customer experiences. #### Engage with Customers in Real Time Firstly, the WhatsApp chat button makes it easy for customers to engage with businesses. With just a click, customers can start a conversation with a business representative in real time, increasing customer satisfaction and building long-lasting relationships. #### Generate Leads Easily WhatsApp is more effective than live chat for lead generation. By obtaining customers' WhatsApp display names and phone numbers, businesses can save the information for remarketing and retargeting, unlike live chat where visitors can remain anonymous. #### Increase Conversions With the chat button, customers can quickly and easily access information about products or services they are interested in. This reduces the time it takes to make a purchase decision, which increases conversion rates and sales. #### Resolve Issues Efficiently Efficient and convenient issue resolution is another benefit. Unlike live chat, customers don't have to remain online to keep the chat going, making WhatsApp a suitable channel for resolving complex problems and improving customer satisfaction. #### Send Multimedia Messages In addition, businesses can leverage the WhatsApp chat button to share multimedia files with customers, such as images and videos. This provides more interactive product and service showcases and helps troubleshoot and resolve issues more effectively. #### Analyze Customer Conversations Subsequently, using WhatsApp with respond.io enables businesses to access customer conversation history for tracking and analysis[.](https://help.respond.io/l/en/dialogflow/dialogflow-parameters#tagging) This helps them build comprehensive customer profiles and [segment](https://help.respond.io/contacts/segments) customers appropriately for [targeted broadcasts](https://help.respond.io/broadcasts-module/broadcasts-overview). #### Build Trust and Loyalty Great customer experiences are essential for building trust and loyalty with customers. It allows businesses to offer quick and personalized responses. This increases the likelihood of repeat customers and referrals, leading to a growing customer base. Now that we’ve looked at the benefits of a WhatsApp chat buttons for different use cases, let’s find out how to set it up using respond.io. ### How to Set Up WhatsApp Chat Button Using Respond.io Using the [WhatsApp API](https://respond.io/blog/whatsapp-business-api) connected to respond.io can be a game-changer for businesses looking to handle high volumes of conversations or [scale their teams](https://respond.io/blog/whatsapp-business-multiple-users). Respond.io’s [Workflows](https://help.respond.io/workflows/workflows-overview) can automate sales and support processes, such as [pre-chat surveys](https://respond.io/blog/pre-chat-survey), [lead qualifications](https://respond.io/blog/whatsapp-sales#toc-mobile-8) and [support escalations](https://respond.io/blog/escalation-management), saving your team valuable time and resources. [Integrating WhatsApp with CRMs](https://respond.io/blog/whatsapp-crm) or other existing software in your tech stack can further optimize your business operations. Additionally, businesses can take advantage of the ability to [send WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast), making it easy to reach a large audience with targeted messages quickly. ![This%20is%20an%20image%20that%20shows%20how%20to%20add%20whatsapp%20button%20chat.%20The%20process%20of%20setting%20up%20a%20WhatsApp%20chat%20button%20with%20respond.io%20is%20straightforward.%20First%2C%20connect%20your%20WhatsApp%20API%20to%20respond.io%2C%20then%20check%20out%20our%20guide%20for%20step-by-step%20instructions%20to%20set%20it%20up.](https://images.ctfassets.net/ph8r57dk1q9w/5sRBK5YFF1IixN8MhXOAcC/03c1b34f6cd8caa295aa4454a66dbd5a/image_a13a6d9400f2fc72673338e551d15a07.png) Setting up a WhatsApp chat button with respond.io is straightforward. First, [connect your WhatsApp API to respond.io](https://help.respond.io/whatsapp/whatsapp-cloud-api#connecting_whats_app_cloud_api), then [follow the steps](https://help.respond.io/workspace-settings/growth-widgets): 1\. **Go** to *Settings*. 2\. **Choose** *Growth Widgets*. 3\. **Click** *Add Widget* and select *WhatsApp Widget*. 4\. **Add** your website domains and select which WhatsApp channel you’d like to create a widget for. 5\. **Click** *Generate Widget*. Finally, install the script in your website(s). You will be able to start receiving WhatsApp conversations from the chat button immediately. In conclusion, whether you’re looking to improve customer support, drive sales growth or enhance customer engagement, the chat button, combined with respond.io’s [omnichannel inbox](https://respond.io/blog/whatsapp-team-inbox), can take your business to the next level. To get started with a WhatsApp chat button, [sign up for a free trial](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and [connect to WhatsApp API](https://help.respond.io/whatsapp/whatsapp-cloud-api#connecting_whats_app_cloud_api) now. ### Further Reading Want to learn more about how to use WhatsApp to level up your business? Check out these articles. - A Guide to WhatsApp Business Automation - WhatsApp Business Multiple Users: 5 Steps Guide (+Examples) - How to Get Started with WhatsApp Team Inbox ## [How to Capture Retail Leads & Drive Sales via Retail Marketing](https:/respond.io/blog/retail-leads) Looking to boost your retail leads and convert them faster? Engage prospects in a chat to keep interest high and get them into stores. Struggling to get retail leads to make a purchase or come in to your store? If your product or service requires considerable investment, prospects aren’t likely to make an impulsive decision. Building a relationship with them over a series of conversations helps prompt them into action. We approach this retail lead nurturing process with the [conversation-led growth framework](https://respond.io/blog/conversation-led-growth#toc-mobile-5), which consists of three stages, Capture, Convert, Retain. All stages involve interacting with leads and customers through conversations using a range of tactics and channels. The capture stage, which we’ll focus on in this blog post, involves getting leads into a chat through ads, chat links and QR codes, your website or social media as they browse your products. Selling higher-value retail products requires engaging with customers across several touchpoints. Learn how other businesses like yours capture retail leads and kick off a series of conversations that close the deal. ### Capture Retail Leads Through Click to Chat Ads Ads are often the first place prospects encounter a brand. They’re essential for expanding your reach and boosting demand among new audiences. A [creative ad](https://www.linkedin.com/pulse/capture-more-customers-creative-instant-messaging-campaigns-8s1dc/?trackingId=vaSuAYluQli0hR2ieRTOuA%3D%3D) helps a product stand out among all the others so viewers remember it. We recommend using [click to chat ads](https://www.linkedin.com/pulse/increase-leads-optimizing-click-to-chat-ads-respondio-o1uif/?trackingId=9Y54pEjHQWiFj2JbSVrDtQ%3D%3D) to draw leads into conversations. This will allow you to capture their contact details so you can continue targeting them with promotions if they’re not ready to buy, or you can direct them to a physical location to check out the product in person. Our customers in retail frequently run ads on Facebook and Instagram that click to WhatsApp. For example, one company selling electronics attracts thousands of retail leads with click to chat ads featuring incredible offers. Leads are given the option to choose the location nearest to them and are directed to a sales representative in that branch to discuss products. The sales agent answers any questions the prospect has and directs them to visit the branch. The business does this using respond.io’s [Workflows automation](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio). With ad attribution context, AI Agents can also recognize which campaign a lead clicked on and tailor the initial response accordingly. The platform has helped them connect all their sales agents to reply to leads faster and get them to stores to make a purchase. A single conversation with the right incentive can be enough to influence a prospect to buy online or visit your store. But if it’s not, be ready to continue engaging through other channels. ### 3 Ways to Engage Retail Leads Through Social Media or Your Website Some retail leads prefer to browse products on social media or your website before getting into a chat. An active social media presence and easy-to-navigate website give you more opportunities to capture leads. Here are three ways to attract new leads to your retail business and encourage them to start a conversation. #### 1 | Chat Buttons on Your Website and Social Media Prospects who find your products by coming across your website or scrolling on social media often have questions before they make a purchase. Whether they have a customization request or an inquiry about discounts or promotions, it should be simple to contact you. ![illustration%20of%20omnichannel%20chat%20widget%20for%20retail%20lead%20generation](https://images.ctfassets.net/ph8r57dk1q9w/6MFyxMioHUxdrwC7iGwuir/08f8dfd6c02de208673b8545ad9caf50/screenshot-2024-02-06-at-95525-am_25c27fff88aa09516f4e644c51933c96.jpg) Consider an [omnichannel chat widget](https://respond.io/blog/omnichannel-retail#toc-mobile-2) on your website so visitors can contact you on their preferred channel. Encourage followers to chat with you on your social pages as well. Remember there’s value to be gained from every interaction. Making chat options more prominent on your website is a simple step, and implementing this can increase your leads. #### 2 | Get Retail Leads from Live Shopping Events For retail products, Facebook Live Shopping is a great way to build excitement about limited-time promotions and get leads to send you a message. This works well for businesses who have already established a large following. One of our customers, a jewelry business, regularly hosts live shopping events to showcase the latest deals. The events last about an hour and attract over 2000 viewers and dozens of comments and messages from leads. ![image%20of%20a%20woman%20displaying%20a%20jewelry%20product%20showing%20how%20to%20generate%20leads%20on%20Facebook%20for%20a%20Facebook%20Live%20event](https://images.ctfassets.net/ph8r57dk1q9w/3gw9aIFdvv5i5Ft8NhfqGz/48ca51cb609c053c15d1f41c43d2d9be/screenshot-2024-05-20-at-104937-am_eaf0cfa7c6cd510c03b541fd63991e28.jpg) For lower cost items for this business, customers can order online via bank transfer, while for larger purchases, they’re encouraged to visit a physical location. The company has seen success drawing customers in with promotional offers, gaining continuous engagement. Use Live Shopping to give your customers an introduction to what you have to offer and increase interaction. Respond.io Customer Success Manager Joshua Loo recommends including a unique promo code in live events both as an incentive and to use to track where leads are coming from. #### 3 | Leverage Influencers in Instagram Stories to Start Conversations Seeing celebrities or figures they admire using a product builds positive associations among retail leads. In fact, a study shows that [40% of consumers made a purchase](https://trustmary.com/social-proof/social-proof-statistics-that-may-surprise-you/) after seeing an influencer post about using the product. It’s clearly worth investing in influencers, especially for high-value, aspirational products. And using them in Instagram stories can also help you get leads into conversations quickly. You can do this with story replies. Whenever someone comments on a story or reacts with anything other than a ❤️, you’ll get their contact information into a chat. One of our customers who sells beauty products leverages influencers in Instagram stories and encourages viewers to reply. Seeing influencers using the product not only boosts demand as prospects imagine themselves using it but also brings in leads that can be further targeted. ### Stay Top of Mind with Targeted Broadcasts Once you’ve gotten retail leads in, target them with promotions tailored to their interests to push them to make a purchase or visit a store. Depending on the nature of your business, you may want to direct them to speak to a salesperson first. Sending promotions to those who have shown interest in your products or purchased in the past creates a sense of urgency and keeps customers engaged. For example, one of our customers who sells perfume sends broadcasts to past customers and those who have contacted them on WhatsApp through their website. They inform them of the chance to get a special discount that won’t last long. The business has seen success through this method. Another business who sells beauty products segments contacts into those who have purchased before and those who have yet to make a purchase. While they send similar promotions to both groups, they take a slightly different angle for each so the message is more personalized. ### Boost Your Retail Marketing With Online Conversations Whether you’re selling your products primarily online or offline in a physical store, online conversations will help you convert customers faster. Interacting with your brand puts it top of mind once a prospect is ready to purchase. Deciding whether to make that splurge on a luxury item or invest in high-quality electronic or home goods often requires a few interactions. Consistent engagement and being available via chat may be what it takes to drive a purchase decision. When you’re capturing leads across channels, it’s best to use a conversation management platform to reply to them in a timely manner and get them through the funnel faster. Consider [respond.io](http://respond.io/) for your growing business to manage leads and sales across channels with advanced automation and AI features. ### Further Reading Excited to learn more about growing your retail business over chat? Check out these articles for more tips and advice. - Omnichannel Retail Strategy: A How-To Guide - Transforming Retail Operations with WhatsApp - Social Commerce Platform: A Guide for Businesses ## [How to Change WhatsApp to Business Account In 8 Steps ](https:/respond.io/blog/how-to-change-whatsapp-to-business-account) Have you been using personal WhatsApp for your business? Now is the time to make the switch to WhatsApp Business. We'll be sharing how to change WhatsApp to Business account. What started as a messaging tool to connect with friends and family has now transformed into a powerful platform for businesses to flourish. WhatsApp has come a long way since its inception and it’s now an integral part of business operations. In this article, we’ll introduce the different WhatsApp products and show you how to change WhatsApp to business account, as well as how to convert WhatsApp Business App to Business API account. ### The Difference Between WhatsApp And WhatsApp Business With over 2 billion monthly active users, WhatsApp has become one of the [most popular messaging apps in the world](https://respond.io/blog/top-messaging-apps#toc-mobile-1) thanks to the advent of [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing). Currently, it has three products available in the market: WhatsApp Messenger, [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) and [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api). ![This%20is%20an%20image%20that%20shows%20the%20three%20types%20of%20whatsapp%20products.%20Want%20to%20learn%20how%20to%20convert%20whatsapp%20to%20business%20account%3F%20First%2C%20let%26%2339%3Bs%20take%20a%20look%20at%20the%20whatsapp%20messenger%2C%20whatsapp%20business%20app%20and%20whatsapp%20business%20api%20](https://images.ctfassets.net/ph8r57dk1q9w/2vsdfWj9YoTqqdGN2fUOcB/8601d8d07b3fb82534e440770eda80c1/how-to-change-whatsapp-to-business-account-image-1_abfd1c75304db4acc77783ba576da813.png) Before we do a deep dive into the technicalities of how to turn WhatsApp into a business account, let’s first understand the different products WhatsApp offers. #### WhatsApp Messenger Launched in 2009, WhatsApp Messenger is a free messaging app to send and receive messages, images, audio, videos and file documents. Originally targeted at individual users, the popularity of the app also attracted solopreneurs and micro businesses. Seeing the demand for a business-oriented solution, WhatsApp introduced the WhatsApp Business App in 2018 to support business communications. #### WhatsApp Business App With the introduction of WhatsApp Business App, it has opened up a slew of opportunities for businesses to engage with customers. This free-to-download app comes with [a set of business tools](https://respond.io/blog/whatsapp-business#toc-mobile-7) targeted at small businesses. ![this%20is%20an%20image%20that%20shows%20the%20different%20features%20of%20whatsapp%20business%20app.%20](https://images.ctfassets.net/ph8r57dk1q9w/2fg0u4gc9IdczrRmslpWz1/5e81f1aa793ed9a19999f79bd2625072/how-to-change-whatsapp-to-business-account-image-2_3dfa15876fcd45fb08ec2379afddf368.png) WhatsApp Business App can help small businesses thrive, but it has certain limitations. One of the biggest downsides is you can only use the app on [one phone and up to four devices](https://respond.io/blog/whatsapp-business-multiple-users#toc-mobile-4). For businesses with more than five users, WhatsApp Business App will no longer be a viable option. In that case, we’d recommend switching to WhatsApp Business API. #### WhatsApp Business API Finally, we have WhatsApp Business API. It’s designed for medium to large companies wanting to use WhatsApp Business with [multiple users](https://respond.io/blog/whatsapp-business-multiple-users#toc-mobile-7). Unlike WhatsApp Messenger and the business app, the API does not have an app or a front-end interface and needs to be integrated into business software to send and receive messages (e.g., sending [WhatsApp bulk messages](https://respond.io/blog/whatsapp-bulk-message)). WhatsApp Business API offers advanced tools to scale businesses and help with [conversational sales](https://respond.io/convert-leads), [conversational support](https://respond.io/conversational-support) and [promotional messaging](https://respond.io/send-promotions-and-newsletters). Compared to the other two WhatsApp products, WhatsApp Business API brings a whole host of benefits to businesses. These include: - Allows multiple logins - Verifies businesses with a WhatsApp green tick - Integrates with tools like CRM, analytics and other third-party apps - Allows WhatsApp broadcast messages to be sent to more than 256 contacts at a time - Offers advanced analytics and reports to track agent performance ![This%20is%20an%20image%20that%20shows%20WhatsApp%20Business%20API%20features.](https://images.ctfassets.net/ph8r57dk1q9w/6wnvO7yk8Z6gC3msE4HmV3/196f5ac8839259db1a3dc4f8b17f133b/how-to-change-whatsapp-to-business-account-image-3_e04893362ac7eef6411b5be1bd9eec89.png) We hope this helps you get a better understanding of the different products WhatsApp offers, and in turn, make the right decision for your business. Next, we’ll show you how to change from a personal WhatsApp account to the WhatsApp Business App account. ### 3 Benefits of Switching to WhatsApp Business For businesses, a personal WhatsApp account isn’t enough for their needs. From customer perception to messaging at scale, there are many benefits of switching to a WhatsApp business account. ![An%20image%20of%20the%20benefits%20of%20switching%20to%20a%20WhatsApp%20business%20account%20from%20a%20personal%20one.%20The%20benefits%20include%20professional%20branding%2C%20access%20to%20advanced%20messaging%20tools%20and%20access%20to%20labels%20and%20business%20profile](https://images.ctfassets.net/ph8r57dk1q9w/7nskYk8syFe50pnODRcy06/01bc6a535b4c3888dd9ed1c53fc232ca/how-to-change-whatsapp-to-business-account-image-4_8a485417a73c2742dd8687b3191adcb4.png) Here are three benefits you stand to gain when you switch account types: - Professional branding: You can get a WhatsApp Blue Tick (formerly known as WhatsApp Green Tick) for your business, improving your credibility among contacts and customers. - Advanced messaging tools: WhatsApp business enables you to send quick replies and away messages, as well as gain data and analytics from messages. - Better organization: WhatsApp Business Profiles provide key info at a glance, while labels organize chats based on priority, stage, or contact type. If you’re convinced by the benefits of a WhatsApp business account, make sure you take note of a few things before making the switch. ### Things to Keep in Mind Before Switching Moving from a personal to a business WhatsApp account is easy, but you should take note of a few things before you do. ![An%20image%20of%20icons%20reminding%20businesses%20to%20keep%20in%20mind%20of%20backing%20up%20data%2C%20ensuring%20app%20compatibility%20and%20getting%20a%20fresh%20WhatsApp%20number%20before%20switching%20to%20a%20WhatsApp%20business%20account](https://images.ctfassets.net/ph8r57dk1q9w/2zcvYE0dNOJfmPgN8Isu0m/203fdc726fa5a72d9e816a12e5692a78/how-to-change-whatsapp-to-business-account-image-5_a79237f1caa3b4b69714368b8cd22895.png) If you don’t check for these things, migrating to a business account might be difficult or even be impossible. #### 1\. Backup Your WhatsApp Data Before switching to WhatsApp Business, make sure to back up all your chat history and media files. This ensures that you don't lose any important data during the migration process. #### 2\. Compatibility Check Verify that your device meets the requirements for the WhatsApp Business app, including the right operating system version. It's essential to check compatibility to avoid any disruptions. #### 3\. Get a Fresh WhatsApp Number To set up a WhatsApp Business account, remember that each phone number can only be linked to one type WhatsApp account. You can convert your existing WhatsApp Messenger number to a business account. If you do this, you will lose access to that personal WhatsApp account. Alternatively, you can register your business account with a fresh number, allowing you to maintain both accounts on different numbers. First, let’s see how you can switch from a personal WhatsApp account to a business one. ### 8 Steps to Change WhatsApp to WhatsApp Business Account #### Step 1: Backup Your Chat History ![A%20screenshot%20of%20chat%20backups%20on%20a%20personal%20WhatsApp%20account%20to%20change%20to%20WhatsApp%20Business%20account](https://images.ctfassets.net/ph8r57dk1q9w/1lETNxgkebvVoRfbDQ6djd/0aa4421aa41ac1fe1d836e735ae89a67/screenshot-20250106-131935_dc89dd0bdc92ed1ea08df5f9926c328d.jpeg) **On Android**: Tap **⋮** > Settings > *Chat* > *Chat backup* \> *Back Up* **On iPhone**: Open WhatsApp and go to *Settings* > *Chats* > *Chat Backup*. #### Step 2: Download and Install WhatsApp Business ![A%20screenshot%20of%20the%20app%20store%20page%20to%20download%20the%20WhatsApp%20Business%20App](https://images.ctfassets.net/ph8r57dk1q9w/3kzP08CSes6bbAGg6o8Sy5/dbe82d3e220fc95b347e0d31ff5a1b0e/screenshot-20250106-135254_e14c70932956b15a7ca7672eb7485c1d.jpeg) **On Android**: Go to the Google Play Store > Search for *WhatsApp Business > T*ap on *Install*. **On iPhone**: Go to the Apple App Store > Search for *WhatsApp Business* > Tap on *Get*. #### Step 3: Verify Your Phone Number ![A%20screenshot%20of%20the%20WhatsApp%20Business%20App%20to%20verify%20your%20phone%20number](https://images.ctfassets.net/ph8r57dk1q9w/3BE5h4KFUclcg6zPHyXGbB/76de5763b951ef1553516583e32338fc/screenshot-20250106-135418_fb04151026253835f9df22602ff672d3.jpeg) Open the WhatsApp Business app and agree to to the terms and conditions. Then, enter the phone number you used for your personal WhatsApp account. You'll receive a verification code via SMS or call; enter this code to verify your number. #### Step 4: Restore Your Chat Backup After verification, WhatsApp Business will prompt you to restore your chat history. Select the backup you created earlier and follow the on-screen instructions to restore your chats. #### Step 5: Set Up Your Business Profile ![A%20screenshot%20of%20the%20business%20profile%20set%20up%20process](https://images.ctfassets.net/ph8r57dk1q9w/1lcCnR3ePAj7bm9Je4gHzJ/814ad03d1b55760cc484895b118d7c2a/screenshot-20250107-015419_788ecd5b4ed7dba5e5686a07caf7c1d7.jpeg) Enter your business name and select the appropriate category. Upload your business logo as the profile picture. You can also provide additional details such as your business address, description, email, and website. #### Step 6: Set Up Business Features ![A%20screenshot%20of%20the%20business%20tools%20available%20on%20the%20WhatsApp%20Business%20Aoo](https://images.ctfassets.net/ph8r57dk1q9w/17TYG4scdCHOKWuFOysVuD/644e0ebd9143b3ae75c568f2f4411fdb/screenshot-20250107-015556_19b1927852d75b6f0f071c56b2f8f834.jpeg) You can start using all the available features like creating catalogs, organizing chats with labels, and automating replies with [WhatsApp auto reply](https://respond.io/blog/whatsapp-auto-reply). #### Step 7: Start Using WhatsApp Business Your WhatsApp Business account is now set up and ready to use. #### Step 8: Set Up WhatsApp Business API (Optional) If you need advanced features like automated messaging or integration with third-party software like CRMs or e-commerce platforms, you should apply for the WhatsApp Business API. If you want to use a fresh number to set up a WhatsApp business account, then follow the steps below. ### 6 Steps to Create WhatsApp Business Account with A New Number #### Step 1: Download and Install WhatsApp Business ![A%20screenshot%20of%20the%20app%20store%20page%20to%20download%20the%20WhatsApp%20Business%20App](https://images.ctfassets.net/ph8r57dk1q9w/4ObjFPUzzt8WO01kvsDqqa/3eb4f56652ca2f4adbf9aaae166c2176/screenshot-20250106-135254_1d56ab866eafc59e450f614c86cefa0f.jpeg) **On Android**: Go to the Google Play Store > Search for *WhatsApp Business* > Tap on *Install*. **On iPhone**: Go to the Apple App Store > Search for *WhatsApp Business* > Tap on *Get*. #### Step 2: Verify Your Phone Number ![A%20screenshot%20of%20the%20WhatsApp%20Business%20App%20to%20verify%20your%20phone%20number](https://images.ctfassets.net/ph8r57dk1q9w/5cJvsfrEtLkThsNq4wuxoX/10aa5f89391ba7c1eaf86afba7c18967/screenshot-20250106-135418_76732531e6f1bee9b14fe429bf27db09.jpeg) Open the WhatsApp Business app and agree to to the terms and conditions. Then, enter the phone number you used for your personal WhatsApp account. You'll receive a verification code via SMS or call; enter this code to verify your number. #### Step 3: Set Up Your Business Profile ![A%20screenshot%20of%20the%20business%20profile%20creation](https://images.ctfassets.net/ph8r57dk1q9w/5JuEEoODRv9hQDaVBZY9ZT/c01c546f58f40d97c3ea5076eed891b9/screenshot-20250107-015419_79805a9f4f0b88662c54d7188b0127a9.jpeg) Enter your business name and select the appropriate category. Upload your business logo as the profile picture. You can also provide additional details such as your business address, description, email, and website. #### Step 4: Set Up Business Features ![A%20screenshot%20of%20the%20business%20tool%20setup%20page](https://images.ctfassets.net/ph8r57dk1q9w/6xR58v2C0zBXDucek4zoFR/8af44a29df4a98c443b635dfb4584f6c/screenshot-20250107-015556_6f25ff68cb6d960286cf4f957220ecd3.jpeg) You can start using all the available features like [creating catalogs](https://respond.io/blog/whatsapp-catalog-whatsapp-shopping-catalog), organizing chats with labels, and automating replies with [WhatsApp auto reply](https://respond.io/blog/whatsapp-auto-reply). #### Step 5: Start Using WhatsApp Business Your WhatsApp Business account is now set up and ready to use. #### Step 6: Set Up WhatsApp Business API (Optional) If you need advanced features like automated messaging or integration with third-party software like CRMs or e-commerce platforms, you should apply for the WhatsApp Business API. That’s what we’ll be taking a look at next. ### Maximize Your WhatsApp Business with WhatsApp API WhatsApp API, also known as [WhatsApp Business Platform](https://business.whatsapp.com/products/business-platform), is designed for medium to large companies that want to message on WhatsApp at scale. It can support advanced features, such as automating conversations and appointment booking, AI tools, sending broadcasts, and more to create personalized customer journeys. If WhatsApp API sounds like the perfect fit for your business, read the next section to get WhatsApp API. ### Want to Upgrade to WhatsApp Business API? There are now **two ways to get started with WhatsApp Business API**, depending on your business needs and preferences. #### Option 1: Traditional WhatsApp API Onboarding To use WhatsApp API the traditional way, businesses will need a phone number that’s not tied to any existing WhatsApp account or sign up for a free virtual number. You’ll also need to set up a Meta Business Portfolio. Then, you’ll choose a **WhatsApp Business Solution Provider (BSP)** to help you set up your WhatsApp API account. BSPs like respond.io offer the infrastructure and tools to send messages at scale, manage customer interactions and integrate with other business systems. #### Option 2: WhatsApp Coexistence If you’re currently using the WhatsApp Business App and want to keep things familiar, WhatsApp coexistence allows you to use the same phone number for both the app and the API. With this setup: - You can keep your WhatsApp Business App active. - Your chat history stays intact on the app. - You’ll gain access to WhatsApp API features through platforms like respond.io, such as multiple users, automation, AI, CRM integrations and more. This option minimizes onboarding friction and is ideal for businesses that want to explore WhatsApp API capabilities while maintaining access to the app. No matter which path you choose, respond.io can help you onboard and make the most of WhatsApp API. [Create a free account](https://app.respond.io/user/register) to get started. ### Further Reading Interested to learn more about how WhatsApp Business App and WhatsApp Business API benefit your business? Take a look at some of these articles below: - The Ultimate Guide to WhatsApp Business App and WhatsApp Business API - How to Choose the Right WhatsApp Partner - How to Turn Website Visitors into WhatsApp Contacts with WhatsApp WebChat ## [How to Create A TikTok Marketing Strategy in 9 Ways - With Examples](https:/respond.io/blog/tiktok-marketing-strategy) Learn the best practices and strategies to create a successful TikTok marketing strategy Want to learn how to market on TikTok effectively? This blog is just for you. We’ll learn what TikTok marketing is, its benefits, how to develop a TikTok strategy and businesses that have found success with TikTok ### What is TikTok Marketing? TikTok marketing involves leveraging the platform's short-form video content to promote your brand, products, or services. Unlike traditional marketing channels, TikTok emphasizes authenticity, creativity and community engagement. Brands that successfully utilize TikTok can increase brand awareness, build engaged communities, and drive sales. ### What Are the Benefits of Marketing on TikTok? TikTok’s massive user base globally is reason enough to use it for marketing purposes. But that’s not all. ![An%20image%20showing%20the%20benefits%20of%20marketing%20on%20TikTok](https://images.ctfassets.net/ph8r57dk1q9w/30LSucJ62QWOvircWPUi66/80811d81901cf82de3fc2ea5cb22b541/TikTok_Marketing_Strategy_-_Image_1.png) - Viral potential: TikTok's algorithm favors content discovery, allowing even new accounts to go viral with the right content. - Engaged user base: 39% of TikTok users purchase products or services they discovered on TikTok by navigating to separate websites. - Creative freedom: The platform encourages innovative content, enabling brands to showcase their personality and connect with audiences. If you’re convinced about the TikTok marketing benefits, let’s see how you can create a business account to get started. ### How to Create a TikTok Business Account Follow these 4 easy steps to create a TikTok Business Account: 1. Install TikTok from the Apple App Store or Google Play Store. 2. Register using your email, phone number, or an existing TikTok account. 3. Then, you need to switch to a Business Account.Navigate to your profile > Tap the three-line icon in the top right corner > Settings and Privacy > Manage Account > Tap Switch to Business Account and follow the prompts to select the category that best fits your business. 4. Upload your brand logo and fill in your bio. To ensure uninterrupted messaging functionality, link your TikTok account to TikTok for Business (Business Center) to obtain Advanced Access. Now that you know how to create an account, it’s time to create an effective strategy. ### How to Create an Effective TikTok Marketing Strategy Creating a successful TikTok marketing strategy involves a mix of research, content creation, community engagement and analytics. To maximize the potential of TikTok for your brand, you need to use a mix of strategies that fit your business best. #### 1\. Identify Your Audience and Competitors Before creating content, you must understand who your audience is and how they engage with TikTok. Research the age range, interests, and behaviors of your ideal customers. Use TikTok’s analytics and audience insights to determine what type of content they consume the most. ![An%20image%20showing%20the%20best%20practices%20to%20create%20an%20effective%20TikTok%20marketing%20strategy](https://images.ctfassets.net/ph8r57dk1q9w/ZBVBQCFi11ertiQ0OOtDS/7898288f0bc919f2054bd10214b7705f/TikTok_Marketing_Strategy_-_Image_2.png) Additionally, analyze your competitors to see what they are doing well and where they are falling short. Look at their most popular videos, the engagement they receive, and how they interact with their audience. This information will help you craft a content strategy that stands out. #### 2\. Use TikTok Ads and Organic Posts A well-balanced strategy includes both organic content and paid ads. Organic posts allow you to create a natural connection with your audience by sharing behind-the-scenes content, product tutorials, and engaging challenges. On the other hand, [TikTok Ads](https://respond.io/blog/tiktok-ads) can help you target an audience that resonates with a particular message. Types of TikTok Ads include In-Feed ads, branded hashtags and TikTok Messaging Ads. Together, you can continue growing your brand while getting more people interested in your products or services. #### 3\. Schedule Posts for Maximum Views TikTok’s algorithm rewards consistency. Posting regularly ensures that your content reaches a larger audience over time. However, it’s not just about frequency—it’s also about timing. Analyze your TikTok metrics, such as impressions, likes and comments, to determine when your followers are most active. A good practice is to start with 3–5 posts per week to determine peak engagement hours. Additionally, repurposing existing high-performing content and experimenting with different formats will help sustain visibility. #### 4\. Collect and Share User-Generated Content (UGC) User-generated content (UGC) is one of the most powerful tools for engagement on TikTok. Encouraging your audience to create content featuring your brand not only increases reach but also builds trust and community. ![An%20iamge%20showing%20additional%20ways%20to%20create%20an%20effective%20TikTok%20marketing%20strategy](https://images.ctfassets.net/ph8r57dk1q9w/1cQGNwCBjDj5PKBhfC5oib/1a7e872e6d6026349c600800c02e006b/TikTok_Marketing_Strategy_-_Image_3.png) Feature customer reviews and reactions to create a sense of authenticity and excitement around their products. To leverage UGC for your brand: - Create challenges or prompts that encourage customers to share their experiences. - Feature user content on your profile to strengthen brand loyalty. - Reward active participants with shoutouts or giveaways. The more people see others enjoying your product, the more likely they are to engage with your brand. #### 5\. Use Influencer Marketing Influencers play a crucial role in TikTok marketing. Partnering with the right influencers can introduce your brand to a broader audience and amplify your message. Instead of simply sponsoring a post, allow influencers to create authentic content that resonates with their followers. When selecting influencers, consider their audience demographics and whether they align with your brand, engagement rate and previous brand collaborations. Most importantly, influencer partnerships should feel natural and not overly promotional. The best collaborations integrate products seamlessly into content that aligns with the influencer’s usual style. #### 6\. Leverage Upcoming Trends TikTok thrives on trends, whether they are viral sounds, challenges, or themes. To stay relevant, keep an eye on what’s trending and find creative ways to incorporate those trends into your content. For example, using a trending sound or participating in a viral challenge can give your content a significant boost. However, the key is to ensure that the trend aligns with your brand’s identity. Jumping on trends without relevance can feel forced and may not resonate with your audience. > Keep in mind that businesses have [limited access to TikTok’s sound library](https://support.tiktok.com/en/business-and-creator/creator-and-business-accounts/commercial-use-of-music-on-tiktok). #### 7\. Reply to Comments With Another TikTok Video One of the best ways to foster a community is by replying to comments with video responses. This not only keeps the conversation going but also allows you to create additional content effortlessly. ![An%20image%20showing%20the%20additional%20ways%20to%20create%20a%20good%20marketing%20strategy%20on%20TikTok](https://images.ctfassets.net/ph8r57dk1q9w/qCpl96SeyrVpjRieG63hU/48893c07cc0369ca30e8d35c855ff089/TikTok_Marketing_Strategy_-_Image_4.png) For instance, if someone asks a question about your product, respond with a short video explaining the answer. If a comment sparks humor or curiosity, leverage it to create more entertaining content. This strategy increases engagement and makes your audience feel heard. The end result is an audience base that is more likely to buy from you because of high trust and likeability. #### 8\. Monitor and Analyze Key Metrics To optimize your TikTok strategy, you must track and analyze key performance indicators (KPIs). TikTok’s built-in analytics provide insights into: - Video views and watch time - Engagement rates (likes, shares, and comments) - Follower growth and audience demographics - Conversion rates for paid ads By reviewing these metrics regularly, you can refine your content strategy, adjust posting times, and improve engagement tactics. #### 9\. Optimize Your Content Finally, optimize your content. It’s a non-stop process but is necessary as TikTok trends change rapidly. What works today may not work tomorrow. Brands should constantly experiment with new formats, adjust their approach based on analytics, and listen to audience feedback. Some best practices for content optimization include: - Testing different video lengths to see what works best for your audience. - A/B testing different hooks and captions. - Refining visuals, music choices, and storytelling techniques based on engagement data. The key to long-term success on TikTok is adaptability. Stay creative, stay data-driven, and continuously refine your approach to ensure maximum impact. Now that you know the various strategies to market on TikTok, let’s look at the 3 common mistakes businesses make and how to resolve them. ### 6 Best Practices to Create a Great TikTok Marketing Strategy To truly make TikTok work effectively with your marketing strategy, you know to avoid common mistakes and follow best practices. Here are six tips to improve your TikTok marketing strategy. #### TikTok Isn’t Only for Gen Z While it’s true that Gen Z is [more likely to use TikTok](https://metricool.com/tiktok-statistics/#:~:text=17 at 20.7%25.-,TikTok Usage Statistics,funny'%20content%20on%20the%20app) compared to other demographics, you shouldn’t abandon them. Other age groups still make up a large part of TikTok’s user base and represent a huge opportunity to increase sales. ![An%20image%20showing%20the%20best%20practices%20and%20tips%20when%20creating%20a%20successful%20strategy%20on%20TikTok](https://images.ctfassets.net/ph8r57dk1q9w/3ExZCzZJwG0am33DUx1uZa/db7671780d1e69dcde43b047a8f7c432/TikTok_Marketing_Strategy_-_Image_5.png) So, if you target Millenials, Gen Z and other age groups, TikTok is another platform for you to market your products and services. #### Consider Creating Polished TikToks [TikTok is known for its unpolished videos](https://colibridigitalmarketing.com/tiktok-videos-and-marketing/#:~:text=TikTok%20videos%20have%20created%20a%20demand%20for%20unpolished%20authenticity) that seem like they’re unedited or lo-fi. But that isn’t the only style of video that works. There are [businesses that use professionally edited footage](https://beyondfifteen.com/crumbl-cookies-key-ingredients-for-viral-marketing-success/) in their TikTok posts. That’s not to say you should only post highly edited videos. Ideally, you should have a good mix of edited and unpolished videos. #### Connect TikTok Efforts to Business Outcomes TikTok can be a fun platform to engage with audiences, but it doesn’t have to stop there. TikTok isn’t an isolated platform. It’s another channel to drive marketing campaigns and increase revenue. It’s a great place to turn a highly engaged audience into paying customers. For example, you can use TikTok Messaging Ads to funnel people from TikTok into instant messaging platforms like WhatsApp or Messenger. This allows you to engage with customers on one platform rather than spreading agents thin on various platforms. #### Utilize TikTok’s Full Range of Features TikTok offers a variety of interactive features that businesses can leverage to engage their audience and drive conversions. Polls and Q&A sessions allow businesses to interact directly with followers, gather insights, and create a more personalized experience. Live streams provide real-time engagement opportunities where brands can showcase products, answer customer questions instantly, and drive immediate purchases through TikTok Shopping. Additionally, TikTok’s native e-commerce features, such as product links and in-app checkout, make it easier than ever for businesses to convert viewers into buyers without leaving the platform. By utilizing these features strategically, businesses can build stronger relationships with their audience and maximize their marketing efforts. #### Use the Right Tools In addition to native TikTok’s tools, leveraging third-party tools can improve the execution of your TikTok marketing strategy and drive better results. For example, if you message customers a lot across various platforms, including TikTok, then you should consider using a customer conversation management platform like respond.io. With respond.io, you can connect various other CRMs and e-commerce platforms like [Salesforce](https://help.respond.io/e-commerce-crm-integrations/salesforce), [Hubspot](https://help.respond.io/e-commerce-crm-integrations/hubspot), [WooCommerce](https://help.respond.io/e-commerce-crm-integrations/ecommerce-integration-woocommerce) and [Shopify](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify). You can also use the [Workflows no-code automation builder](https://help.respond.io/workflows/workflows-overview) to manage high-volume incoming inquiries, [automatically qualify leads](https://help.respond.io/convert-leads/how-to-automatically-qualify-contacts-based-on-budget-using-ai-agent) and [assign them to the right agents](https://help.respond.io/workflows/step-assign-to). And with [Paid Ads attribution reports](https://respond.io/help/dashboard-reporting/reports-lifecycle#using-lifecycle-reports-with-paid-ads), you can track which TikTok ads bring in leads that actually convert. #### Stay Consistent and Data-driven Success on TikTok requires consistency in content creation and a data-driven approach to optimization. Use video views, engagement rates and conversion data, to refine your content strategy. TikTok’s analytics dashboard provides valuable insights into audience behavior, allowing businesses to identify what types of content resonate most. By continuously testing different formats, styles, and posting times, brands can optimize their approach to drive better engagement and conversions. You’ll end up with maximum value out of every dollar put into advertising or the creation of organic content. Now that you know the best practices of creating and implementing a TikTok marketing strategy, let’s look at the businesses that put that into practice. ### 3 Examples of Banger TikTok Marketing Strategies A TikTok marketing strategy shouldn’t just work in theory, but it should work in practice. Here are three companies that have amazing TikTok strategies that boost their sales. #### Crumbl Cookies [Crumbl Cookies](https://beyondfifteen.com/crumbl-cookies-key-ingredients-for-viral-marketing-success/) is [America’s fastest-growing dessert chain](https://www.sltrib.com/news/nation-world/2023/04/19/zero-750-stores-six-years-story/) with over [1,000 stores](https://crumblcookies.com/press). They are well known for their presence on TikTok showcasing their weekly flavor releases. ![An%20imgae%20showing%20boxes%20of%20crumbl%20cookies](https://images.ctfassets.net/ph8r57dk1q9w/4H9CS0pZVY1u6ypvYUxafa/a4f49c4fbc6ae816549640524a673c57/Crumbl_Box.jpg) They produce professionally edited TikToks, unlike most content produced on the platform. This helps them stand out amongst the competition. But that’s not all. They use influencer campaigns to boost sales during slow sales periods. To get views from the most number of people, they selected a diversity of creators to reach mass market appeal. #### Wisp [Wisp](https://ads.tiktok.com/business/en-US/inspiration/wisp-tiktok-smart-plus-web-conversion?)) is a women’s wellness telehealth service in America. They used [Spark Ads](https://ads.tiktok.com/help/article/spark-ads) and [Display Cards](https://ads.tiktok.com/help/article/how-to-create-display-card-ads) alongside [Smart+ Web Campaigns](https://ads.tiktok.com/help/article/about-smart-plus-web-campaigns) to drive more sales to its site. As a result, Wisp increased its **return on advertisement spending by 34%**. #### AppQuantum [AppQuantum](https://ads.tiktok.com/business/en/inspiration/appquantum-idle-outpost?acq_banner_version=73412989) is a global mobile free-to-play game publisher. They used TikTok LiveOps, a program that helps mobile game publishers sustain engagement and retention through customized support for post-launch activities. They also used TikTok’s advanced measurement capabilities to make real-time adjustments to their campaign. As a result, they saw **3X more installs** of their game and increased **install rate to 35**% ### Start Your TikTok Marketing Strategy with Respond.io Respond.io helps businesses streamline TikTok communication, integrate leads into CRM systems, and automate engagement. Bring leads into TikTok and convert them on respond.io. Start today by [signing up for a free respond.io account](https://app.respond.io/user/register) today. ### Further Reading If you enjoyed reading this blog, here are more articles on TikTok Business Messaging: - Ultimate Guide to TikTok for Business - TikTok Integration: A How-to Guide - Turn Views Into Revenue: How to Use TikTok for Marketing More Effectively ## [How to Create a WhatsApp Chatbot That Converts at Scale (With AI Agent Examples)](https:/respond.io/blog/whatsapp-chatbot) Learn how to create a WhatsApp chatbot to answer inquiries at any time, qualify leads, route to human agents and more using flow-based chatbots or AI chatbots. [175 million people](https://faq.whatsapp.com/1623293708131281) contact a business on WhatsApp every single day. For mid-market B2C sales teams, that volume is both an opportunity and a problem. Most start with a rule-based chatbot. It handles FAQs, routes conversations and keeps response times down. But as conversation volume grows, the cracks show — leads drop off when flows run out of options, agents inherit conversations with no context and multi-step buyers stall mid-journey. The result is missed conversions that are hard to trace and harder to recover. The fix isn't a better rule-based bot. It's a different approach. One built around AI Agents that maintain context, take action during live conversations and hand off cleanly when humans need to step in. This guide covers why rule-based chatbots break at scale, what AI Agents do differently and how to build a WhatsApp chatbot on respond.io that converts, not just responds. ### What is a WhatsApp chatbot today? A WhatsApp chatbot is a tool that automates customer conversations via the WhatsApp API using rules, AI or a combination of both. It's usually the first layer of automation that mid-market B2C sales and support teams add when message volumes start to grow. Most WhatsApp chatbots follow a fixed structure built around keywords that trigger responses, menu options users can tap and predefined flows that guide the conversation. Once a user selects an option or types a matching keyword, the bot moves the chat forward along a path that's already decided. This works well for simple, predictable interactions — FAQs, order updates, basic routing — which is why lightweight, f[low-based tools like Manychat](https://respond.io/blog/manychat-alternative) are a common starting point. But as conversation volume grows and buyer journeys get more complex, rule-based chatbots start to break down. Leads drop off when flows run out of options. Context gets lost between messages. And the more your team relies on the bot, the more conversions it quietly costs you. ### WhatsApp chatbot vs AI agent: which one does your business need? If your WhatsApp conversations are simple, low-volume and predictable, a rule-based chatbot is enough. But if your team is handling multi-step buyer journeys at scale where context, follow-ups and clean handoffs directly affect revenue, you need an AI Agent. Here's how the two approaches perform once real customers are involved: | | Rule-based chatbot | AI Agent | | --- | --- | --- | | Context retention | Context resets when the conversation changes direction. The bot can't reference what was said earlier in the same thread. | Maintains full context across messages, so the conversation stays coherent even when the buyer changes topic or asks follow-ups. | | Accuracy | Handles single, predictable requests reliably but breaks on multi-part or unexpected questions — returning wrong answers or dead ends. | Adapts to changing intent across longer conversations, staying accurate even as the buyer moves between topics. | | Human handoffs | Transfers conversations with little to no context, forcing agents to re-ask questions the buyer already answered. | Passes full conversation history and clear intent to the agent so they can pick up without starting over. | | Conversions | Conversations stall when buyers move off-script, leading to drop-offs before a decision is made. | Resolves more interactions automatically and keeps buyers moving toward a decision without needing a human to intervene. | For mid-market B2C sales teams managing high volumes of revenue-critical conversations, the gap between these two approaches shows up directly in conversion rates and resolution times. The [best AI chatbots](https://respond.io/blog/best-whatsapp-chatbots#toc-3) like respond.io's [AI agents](https://respond.io/ai-agents) are built specifically for this, maintaining context, taking action mid-conversation and handing off cleanly when human judgment is needed. ### How respond.io's AI Agent is built for real business use .Respond.io's AI Agents don't just reply, they act. Where rule-based chatbots lose context and stall, respond.io maintains the full conversation thread, takes action mid-conversation and hands off cleanly when a human needs to step in. Here's what that looks like in practice. ![This%20is%20an%20image%20describing%20how%20respond.io%27s%20AI%20agent%20is%20built%20for%20real%20business%20use](https://images.ctfassets.net/ph8r57dk1q9w/5AgTpunMCNg22HOVa2Ya4i/92b856c7a94245433465be90293a08ad/How_To___WhatsApp_Chatbots_-_Image_1.png) #### Autonomous AI Agents that act during live conversations [Respond.io’s AI Agents](https://respond.io/ai-agents) go beyond responding to inbound messages automatically and contextually, based on your business knowledge sources. They also take action during live conversations to move leads forward. This includes tasks like: - Qualifying leads and collecting information - Routing conversations based on intent or customer data - Triggering follow-ups and automation based on conversation outcomes - Updating lifecycle stages as leads move through the sales funnel and more Since these actions happen in real time, teams don’t need to clean up data or retrace steps after conversations end. Sales, service and operations stay automatically aligned, which reduces delays and helps teams convert leads faster. The agent also works across message formats, processing text, images, files and voice notes while maintaining full conversation context. Beyond messaging, respond.io also supports a [voice AI Agent](https://respond.io/help/ai-agent-actions/ai-agent-action-handle-calls) for handling WhatsApp Business calls, so businesses never miss high-value conversations. #### Full control over AI behaviour and logic One of the main challenges of AI in customer conversations is knowing when automation should step in and when it should step aside. With respond.io, teams control: - When the AI responds and when a human takes over - How handoffs happen and what context is passed along - What the AI is allowed to say and do [AI behavior can be tested](https://respond.io/help/ai-agents/how-to-test-ai-agents) and adjusted before it goes live, which helps teams avoid surprises once conversations are happening at scale. #### Enterprise-grade security and platform reliability Accuracy degrades fast when a single generalist agent handles everything at volume. Respond.io uses specialized agents behind the scenes, each focused on a specific task, so context isn't lost when conversations get complex or intent shifts mid-conversation. Responses are grounded in your company's sources like documents, catalogs and help centre, so answers stay accurate as content changes. At peak traffic, during campaigns or across 24/7 usage, the platform runs at [99.999% uptime](https://respond-io.betteruptime.com) — meaning the context retention and handoff quality that mid-market B2C sales teams depend on doesn't degrade when conversation volumes spike. ### How various industries benefit from WhatsApp AI chatbots or AI Agents The failure points are consistent across industries — context loss, dropped leads and weak handoffs at volume. What changes is how each business type experiences them. Here's how mid-market B2C teams in different verticals have used respond.io's AI Agents to close those gaps and recover conversions - Education: GETUTOR uses respond.io's AI agent to respond to inquiries quickly and gather student information and preferences for more efficient tutor matching. - Retail: In the same way H&H Skincare increased repeat business by up to 60%, chatbots can improve business results by providing immediate responses to retail queries, helping customers book appointments and performing other tailored automated interactions. - Cosmetology: Bella Piel uses chatbots to provide 24/7 customer service, offer personalized product recommendations and deliver WhatsApp marketing messages when relevant to enhance the overall customer experience and boost sales. - Automotive: iMotorbike doubled the number of daily leads handled by using respond.io’s AI agents to manage most inquiries and route only high-intent buyers to human agents. ![An%20image%20of%20industries%20benefitting%20from%20WhatsApp%20Chatbots](https://images.ctfassets.net/ph8r57dk1q9w/3e455hUQXn49cWaKaOsg7V/96f308c4e43d73cfe7aa49960da64ae9/whatsapp-chatbots-image-2_35f4c73aaa761bf833ada54d94184d1e.png) Now that you know the benefits of incorporating a WhatsApp chatbot into your business processes, here’s what you need to build one. ### How to create a WhatsApp AI chatbot, aka AI Agent on respond.io WhatsApp AI Agent on respond.io is straightforward. You can either use the prebuilt templates or customize your own Agent. Templates cover common roles, so you can launch quickly and manage context handling and human handoffs without involving your tech team. #### 1\. Connect your WhatsApp API [Link your WhatsApp Business API account to respond.io](https://respond.io/help/whatsapp/whatsapp-api-quick-start). This links your WhatsApp number to the platform, so messages flow into a shared inbox where automation and AI can run. ![This%20is%20an%20image%20of%20whatsApp%20channel%20connection%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2RxmUYJgceYnOLO78ZE6Bu/92f21d77ddb1d7ff61657fe6118de38c/connect-wa-3.jpeg) #### 2\. Choose or create your AI agent  [Select an AI Agent template](https://respond.io/help/ai-agents/getting-started-with-ai-agents#step-2-select-an-ai-agent-template) like AI Receptionist, AI Sales Agent or AI Support Agent to help teams launch quickly or [create one from scratch](https://respond.io/help/workflows/step-ai-objective). You can adjust instructions, scope and tone based on what the agent should handle. ![This%20is%20an%20image%20of%20respond.io%27s%20AI%20Agents%20templates](https://images.ctfassets.net/ph8r57dk1q9w/2a6uwbS6nSIsGp11rv034Q/dbd7e3c9f305680baef37a5e51995e7b/aiagent-select_template.jpeg) #### 3\. Define goals and workflows Set how the agent should respond, when to take actions and how to hand off to humans. [Create knowledge sources for AI agents](https://www.youtube.com/watch?v=jFvmwVMxuoQ) so they answer accurately based on your own documents or policies. ![This%20is%20an%20image%20showing%20respond.io%27s%20AI%20Agent%20role%20being%20edited%20to%20fit%20specific%20needs%20or%20outcome](https://images.ctfassets.net/ph8r57dk1q9w/7EVSXUgZXKmKh7tiGNaC6b/b9267e8347674943aaa6b03cffca00ac/ai_agent_-_edit_button_highlighted.jpeg) #### 4\. Test your AI agent Use the [built-in test feature](https://respond.io/help/ai-agents/getting-started-with-ai-agents#step-4-test-your-ai-agent-optional) to simulate real customer messages, include files or images and see how the agent responds before it handles live conversations. Test edge cases: topic switches, multi-step requests and escalation triggers. Tweak tone, prompts and workflow triggers until behavior is consistent. ![This%20image%20shows%20the%20respond.io%20test%20AI%20Agent%20feature](https://images.ctfassets.net/ph8r57dk1q9w/jv2EtMEFXlg3Re9lH9itC/9a8a7fc450da2b41e39e4a288b3ff140/test_ai_agent_panel-1.jpeg) ### Best practices for optimizing your WhatsApp chatbots A respond.io AI Agent improves over time — but only if you actively manage what it knows, how it acts and when it steps aside. These practices keep performance consistent as conversation volume grows. ![An%20image%20showcasing%20the%20best%20practices%20to%20optimize%20WhatsApp%20Chatbots](https://images.ctfassets.net/ph8r57dk1q9w/7IRWktQHkIxzKqAt5mxKlL/baf32a0c10fd1253f66a6f56bf93319b/whatsapp-chatbots-image-4_81a61086b318890dfbdf43b64401dc25.png) #### Keep knowledge sources current Your AI Agent answers from the sources you connect documents, catalogs, internal policies. Outdated content produces outdated answers. Review and update knowledge sources regularly, especially when products, pricing or processes change. Accurate sources are the difference between an Agent that builds buyer confidence and one that quietly erodes it. #### Keep action chains short Respond.io's AI Agents can take multiple actions in sequence — assigning conversations, updating lifecycle stages, adding tags, closing chats. Aim for 2–3 actions per scenario. Longer chains increase the chance of [unpredictable behavior](https://respond.io/help/ai-agents/using-ai-agent-actions) at volume, especially when buyer intent shifts mid-conversation. #### Use non-sequential rules for time-sensitive escalations If a buyer asks for a human, that escalation should trigger immediately, not wait for the scripted flow to reach that step. Set escalation triggers as [non-sequential rules](https://respond.io/help/ai-agents/using-ai-agent-actions) in respond.io so high-intent or sensitive conversations reach an agent without delay. Additionally, with respond.io's instant human takeover, the AI stops responding the moment an agent joins — no overlap, no confusion. #### Review handoff quality regularly Clean handoffs are one of the main reasons teams switch to AI Agents in the first place. Check that agents are receiving full conversation context on escalated chats, not just a thread with no history. If gaps appear, revisit your escalation trigger conditions and test with real conversation scenarios before pushing changes live. ### Ready to create a WhatsApp business AI chatbot? Rule-based chatbots work until they don't. For mid-market B2C sales teams, the breaking point usually shows up in the same places, leads stalling mid-journey, agents inheriting conversations with no context and conversions that are hard to trace and harder to recover. The fix isn't patching the bot. It's switching to an approach built for how buyers actually move through conversations with context that carries, actions that happen in real time and handoffs that don't reset the conversation. Respond.io's AI Agents are built specifically for this. If your current WhatsApp setup is already costing you conversions, [sign up for a free trial](https://app.respond.io/user/register) and see how the gap closes. ### Further Reading Want to learn more about WhatsApp and automation on respond.io? Check out these articles: - How to Send Bulk Messages on WhatsApp: A Step-by-Step Guide - WhatsApp Business Multiple Users: 5 Steps Guide (+Examples) - Generate Leads and Boost Sales with WhatsApp Ads: A Practical Guide to WhatsApp Advertising ## [How to Find Facebook Business Manager ID [May 2022]](https:/respond.io/blog/facebook-business-manager-id) Facebook Business Manager ID is important when you want to give BSPs access to your Facebook Business Manager. Read more to find out how to find Facebook Business ID. Facebook Business Manager ID is important especially when you want to give business service providers (BSPs) access to your Facebook Business Manager — also known as Meta Business Portfolio. Regardless of why you need it, we’ll show you how to find your Facebook Business Manager ID in under 2 minutes. But first, let's take a look at what Facebook Business Manager ID is. ### What is Facebook Business Manager ID Facebook Business Manager ID is a unique 15-digit identifier that corresponds to your Facebook Business Manager account. It is used to differentiate and identify each Business Manager account on Facebook. Note that Facebook Business Manager ID is not the same as [Facebook Page ID](https://www.facebook.com/business/help/2814101678867149) or [Facebook Ad ID](https://www.facebook.com/business/help/2534657046763437). Each of these Facebook Business IDs has its own function and you can find all of them in your Facebook Business Manager. ![Why%20you%20need%20Facebook%20Business%20Manager%20ID](https://images.ctfassets.net/ph8r57dk1q9w/3tIgH0E9rWA0SpQhG9IUDl/351cce9f31b999230e743a7a91a84374/FBManagerIDImage01-1_0e7adc93de4b897e96e972b6d2874f6c.png) If you’re signing up for WhatsApp Business API through the [classic sign-up method](https://respond.io/blog/how-to-get-whatsapp-api#toc-mobile-6), you’ll need to connect your WhatsApp Business API account to your Facebook Business Manager. To do this, you need your Facebook Business Manager ID. The ID will allow WhatsApp to identify your Facebook Business Manager account and associate your phone numbers with it. Once your WhatsApp Business API is connected, you can start the [Facebook Business verification](https://respond.io/blog/facebook-business-verification) process. Having that said, businesses are only required to [verify their Facebook Business Manager account](https://respond.io/blog/facebook-business-verification) to prove the legitimacy of their organization when they want to increase their WhatsApp Business API messaging limits. > Do not mistake verifying your Facebook Business Manager account verification with the [Meta Verified business subscription](https://web.facebook.com/business/help/248456111431653?id=579726174359330&_rdc=1&_rdr). The latter is a paid monthly subscription by Meta with features to help with discovery, impersonation protection, account support and more. Now, let’s take a look at how to find Facebook Business Manager ID. We’ll show you where to find your Facebook Business Manager ID on Meta Business Suite and on your browser address bar. ### How to Find Facebook Business ID: Meta Business Suite **1\. Open** [Meta Business Suite](https://business.facebook.com/) and navigate to Settings. ![business%20manager%20id%20facebook%3A%20this%20image%20answers%20how%20to%20find%20business%20id%20facebook%20and%20where%20to%20find%20facebook%20business%20id%20or%20facebook%20business%20manager%20id%20where%20to%20find](https://images.ctfassets.net/ph8r57dk1q9w/PSUgzKxfRUxlTGh9D3ONp/91ea734573872287f9d99ca5c1d87557/FacebookBusinessManagerID_be3361253594659467b51ee36c53eed9.png) **2\. Click** on *Business Info.* You will see your Facebook Business Manager ID under your Business Name. ![find%20business%20manager%20id%20facebook%3A%20This%20image%20shows%20step%202%20of%20how%20to%20find%20business%20manager%20id%20facebook%2C%20where%20to%20get%20facebook%20business%20manager%20id%20and%20where%20to%20find%20business%20id%20facebook%20](https://images.ctfassets.net/ph8r57dk1q9w/15q7ZBOKmhrvd6BL1DW0vT/cb5836cdd0022dd866e64bf9a8009de9/FacebookBusinessManagerID2_6c7cb0c7ca833e3ffe528daf6286ea63.png) Next, we’ll show you how to find your Facebook Business Manager ID on your browser address bar. ### How to Find Facebook Business ID: Browser Address Bar Open [Meta Business Suite](https://business.facebook.com/) and look at the URL in your browser address bar. Your business ID is the string of numbers after business\_id= in the URL. Copy that number and not the one after asset\_id= as that refers to your Facebook Business Page ID. ![Want%20to%20know%20how%20to%20find%20business%20manager%20id%20on%20facebook%20or%20where%20to%20find%20facebook%20business%20manager%20id%3F%20This%20image%20shows%20how%20to%20find%20your%20facebook%20business%20id%20on%20your%20browser%20address%20bar](https://images.ctfassets.net/ph8r57dk1q9w/5d7kuE8TBWfpEk8TP6o3JK/f7b6cfd69a3a8a7cf7c8f37afe0f1c4b/FacebookBusinessManagerID3_32089b6c1563dfa414e4eebc34cb314d.png) Now that you know where to find your Facebook Business Manager ID, you can start [creating your WhatsApp Business API Account](https://respond.io/blog/how-to-get-whatsapp-api#toc-mobile-6) and verify your [Facebook Business Manager](https://respond.io/blog/facebook-business-verification#toc-mobile-3). ### Further Reading We hope this article was helpful. Here are some reading suggestions for you. - How to get WhatsApp API - How to Verify Facebook Business Manager Account - How to verify WhatsApp Business Account ## [How to Follow Up with Customers on WhatsApp and Close More Deals](https:/respond.io/blog/whatsapp-follow-up) Are your WhatsApp leads going cold? We’ll show you how to follow up with customers on WhatsApp so your business stays top of mind. Are you getting leads into chats only to see them go cold and never turn into customers? It often takes more than one conversation to prompt someone to make a purchase. So how do you follow up with customers on WhatsApp to keep the relationship going after the first conversation? We’ll show you how to use [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) to engage leads who have previously reached out to you and guide them along their journey to make a purchase. ### Why Use WhatsApp to Follow Up with Customers We’re all familiar with lead nurturing over email. After you download a lead magnet or make an inquiry from a company, you’ll get a series of emails on related topics designed to pique your interest and prompt a purchase. It’s also common to be added to an email list after you’ve made a purchase. Following up with leads and customers over WhatsApp and other conversational channels is just as important as over traditional channels. With WhatsApp, you can use broadcast features to set up nurturing campaigns to stay top of mind and reengage prospects in conversations. We’ve seen the advantage of using these tactics firsthand, both from our own experience and those of our customers. Let’s dive in to how to follow up with customers by WhatsApp and look at some examples. ### How to Keep Prospects Engaged with WhatsApp Follow-Ups When a prospect initiates a conversation with you by making an inquiry or responding to an ad, they need time for consideration before purchasing, especially if they’re considering a high-value product or service. It’s important to follow up over WhatsApp so they stay engaged. ![illustration%20of%20how%20to%20follow%20up%20customer%20by%20WhatsApp%20using%20timely%20reminders%2C%20drip%20campaigns%2C%20retargeting%20and%20upselling%20](https://images.ctfassets.net/ph8r57dk1q9w/1ZZQfkKJwIn7wxz5xZeC4F/454105bd6cd767500181bb0256c10b12/linkedin-newsletter-16-1_5c9fe8eb423293d42f2dd0905259c598.jpg) Like most messaging apps, WhatsApp has a messaging window, so you can’t just pick up the chat where you left off if the contact hasn’t responded in more than 24 hours. However, you can still continue communicating with them through promotional [WhatsApp bulk messages](https://respond.io/blog/whatsapp-bulk-message) and drip campaigns. You can also use this tactic to retarget or upsell to previous or existing customers. Here are some best practices for following up with customers on WhatsApp with [template messages](https://respond.io/blog/whatsapp-broadcast-message-sample). #### Create Urgency with Timely Reminders ##### Upcoming Deadlines Letting customers know the offer won’t be there long creates a sense of urgency. For [educational service providers](https://respond.io/blog/how-to-increase-student-enrollment), upcoming course registration deadlines are a good reason to send a message. Upcoming exams are another prompt to sign up for a prep course quickly. ##### Deals that Won’t Last Long The end of a special deal on a product or package encourages prospects to make a purchase so they don’t miss out. For example, if you’re having holiday sales, send prospects reminders about it and make sure they know when it’s ending. ##### Latest News about Your Products or Business Other relevant news such as a new product launch or the opening of a new branch can also be included in broadcasts. One of our customers has many branches and aims to get prospects to visit a physical store. By sending WhatsApp messages about the branch nearest the customer or the opening of a new branch, they’ve seen an increase in sales. #### Guide Prospects through their Journey with a Drip Campaign A [WhatsApp drip campaign](https://respond.io/blog/whatsapp-drip-campaign) aims to engage leads and customers with a set of WhatsApp notifications designed to move the recipient through the customer journey. More than simple reminders, these follow a schedule to engage leads and aim for faster conversion. If someone has signed up for a trial, they may get a notification one week before the trial is ending, three days before, and when it expires. If they let the trial expire, a promotion may be just what they need to push them to a decision. ![how%20to%20follow%20up%20customer%20by%20WhatsApp%3A%20three%20examples%20of%20WhatsApp%20drip%20campaign%20messages](https://images.ctfassets.net/ph8r57dk1q9w/2TaLEmY88lSFD1OtshZ4bH/e096868fd8c3c8f7b27df9fbb9e40567/whatsapp-marketing-20-image-08-1_c4075d86fbbfcf5e8b346d0b946ef609.png) We’ve conducted our own WhatsApp drip campaigns targeting leads who missed a call from a sales representative. By retargeting these leads with scheduled messages, we’ve seen an 8.6% increase in SQL in one month. Loh Yi Xuan, Growth Manager for respond.io, shares, “WhatsApp is an excellent channel for drip campaigns. By increasing touchpoints, businesses can effectively remain top-of-mind for customers and enhance engagement.” #### Upsell to or Retarget Existing or Previous Customers After a customer has made a purchase once, it’s important to stay in touch with them. If they’ve had a positive experience with your product or services, they’re more likely to make another purchase. Customer Success Manager Khausalya Balakrishnan explains that using broadcasts for retargeting and personalizing them based on past purchases is a popular practice among our customers that has seen excellent results. ##### Example: Automotive Business Does Long-Term Follow-ups over WhatsApp For example, one business in the automotive industry retargets those who made a purchase five years ago. This is an effective long-term strategy for businesses selling high-value products. Most people won’t be in the market for a car every year. However, by keeping their contact info and retargeting them at the right time, this business stays top-of-mind. #### Engage with Prospects or Customers Who Want to Hear From You To maximize the impact of promotional broadcasts, ensure messages are relevant and well-timed. Sending too many or irrelevant messages can lead to spam reports and hurt engagement. Plus, starting March 2025, WhatsApp will refine how marketing messages are delivered based on user engagement. Users who rarely interact with these messages will receive fewer over time. This update helps businesses by improving engagement rates and ensuring marketing budgets are spent on users who are more likely to respond. ##### Example: Set Follow-up Segments Based on Membership or Past Purchases Khausalya recommends segmenting your audience, for example, into leads and those who have already made a purchase. One of our customers, a skin care business, divides recipients into members and non-members and sends a similar offer with different messaging. Another Customer Success Manager, Asher Phillips, explains how one business retargets customers based on the categories of purchases they’ve made in the past to ensure they receive offers they’re interested in. ##### Make Opt-Outs Easy Our Customer Success Managers also stress the importance of giving recipients the [choice to opt out](https://respond.io/blog/whatsapp-business-banned#toc-mobile-9). With a conversation management platform like respond.io, you can set this up with automation, including an “opt out” button with every message. If customers can’t opt out, they’ll simply block your business or report you as spam, which affects your reputation. When you respect their right to opt out, they’ll still have a positive impression of your brand and may come back in the future. ### Start Following Up with Customers on WhatsApp and Boost Your Sales Keeping meaningful conversations going is key to building customer relationships. When prospects or customers receive valuable messages, they’ll keep your business at the top of their list for consideration. To effectively follow up with customers over WhatsApp, it’s best to use [WhatsApp API](https://respond.io/blog/whatsapp-business-api) with a conversation management platform like respond.io. That way, you can easily send targeted broadcasts, [automate your replies](https://respond.io/blog/whatsapp-automation#toc-mobile-6) and [integrate with a CRM](https://respond.io/blog/whatsapp-crm) to track and follow up with customers throughout their journey. However, with [respond.io's WhatsApp Coexistence](https://respond.io/help/whatsapp/whatsapp-coexistence), you can use both on the same number. This means you can keep your existing WhatsApp Business app number and still connect it to the WhatsApp Business Platform (Cloud API) via respond.io — without losing access to your app or needing a new number. To see how respond.io can help your growing business, try it for free today or contact us for a [customized demo](https://respond.io/demo). ### Further Reading For more insights on doing marketing and sales over instant messaging, check out the following articles. - WhatsApp Broadcast Template Sample: 24 Examples for Your Business - WhatsApp Advertising Messages Sample: A One-Stop Guide - WhatsApp Marketing in 5 Steps: A Detailed Guide (+Examples) ## [How to Generate Leads on Facebook: Explained with Examples](https:/respond.io/blog/how-to-generate-leads-facebook) Want to know how to generate leads on Facebook? Use these Facebook marketing tactics to get leads into your inbox faster and start quality chats. If you struggle with how to generate leads on Facebook, you’re not alone. A solid Facebook presence is essential for any B2C business, but with so much competition, it doesn’t guarantee success. We’ll show you four proven tactics for how to generate leads on Facebook so you can capture quality prospects and start chatting with them. ### How to Generate Leads on Facebook and Start Chatting: 4 Examples As the most popular social media platform globally with [2.9 billion monthly active users](https://www.statista.com/statistics/268136/top-15-countries-based-on-number-of-facebook-users/), Facebook is an ideal place to reach a wide audience. With Facebook ads, it’s easy to target potential customers. Organic posts can also be effective once you’ve grown your following. However, views and follows don’t guarantee leads. So how do you generate leads on Facebook? You must encourage prospects to start a conversation with you so you’ll have their details and can continue marketing to them. There are several methods, both paid and organic, that you can use to capture leads on Facebook. We’ll show you the best ways our customers have used to get leads in via Facebook and start chatting with them. Experiment with these methods to discover which works best for your business. #### 1\. Leverage Chat Links and Buttons One of the simplest ways for how to generate leads on Facebook is via [chat links](https://respond.io/blog/messenger-link#toc-mobile-1) and buttons. Chat links are easily shared and can be used anywhere, including in your posts and on your website. You can also add a chat button to any post to encourage viewers to contact you. Choose whether the [chat button goes to Facebook Messenger or WhatsApp](https://respond.io/blog/how-to-add-whatsapp-button-on-facebook-page). Many of our customers have found that leads prefer to contact them over WhatsApp. Directing the chat button to WhatsApp gives you the added benefit of collecting the contact’s phone number. The option you choose will depend on which channel is most popular in your region. Our customers have found that adding CTAs that take prospects to either Facebook Messenger and WhatsApp have greatly increased their leads. For example, a coding school with over 500,000 Facebook followers has prominent chat buttons on its Facebook page. They’ve seen significant gains in leads by making it easy for followers to start a conversation. This has ultimately led to more sign-ups for courses. #### 2\. Target and Capture Leads with Click to Chat Ads Many businesses run Facebook ads with promoted feed posts, but these may not be precisely targeted and are easy to scroll past. If you want to know how to generate leads on Facebook and get the full value of Facebook marketing, consider [click to chat ads](https://respond.io/blog/facebook-messenger-ads#toc-mobile-0). Click to chat ads bring prospects into a conversation with your business, either on Facebook Messenger or on WhatsApp. We recommend [creating ads with the](https://respond.io/blog/facebook-messenger-ads#toc-mobile-9) [Engagement](https://respond.io/blog/facebook-messenger-ads#toc-mobile-9) [objective](https://respond.io/blog/facebook-messenger-ads#toc-mobile-9) to attract people who are most likely to send a message. One of our customers in the retail electronics field saw the value of these ads early on and uses them in high volumes, getting equally high volumes of leads. To attract leads to visit one of their many branches, they offer amazing deals. When leads inquire, they’re directed to visit the nearest store. Additionally, the business runs contests in the ads to get prospects to send in their details. #### 3\. Start a Conversation with Comment Replies Reading through comments on Facebook posts and choosing which to reply to can be a lengthy, manual process. However, comments present an opportunity to generate new leads on Facebook. While replying to comments publicly boosts engagement with the post, replying via direct message gets you into a conversation. A Facebook user who comments on your Facebook post is not something you want to waste. If they show interest in your product or service, replying to them directly means you’ll have them in your contact list for further targeting. ![example%20of%20how%20to%20generate%20leads%20on%20Facebook%20with%20comment%20replies](https://images.ctfassets.net/ph8r57dk1q9w/2eQKGLPSQ1UnrcgkbiO36J/681ac356785908e44d27c4389000a104/screenshot-2024-06-14-at-122018-am_bdbcd570b27647867a6eaa439f2f31d7.jpg) And if you’re using a conversation management platform like respond.io, you don’t have to do it manually. You can set auto-replies to comments to be sent as direct messages. That way, any person who comments will receive a message in their inbox inviting them to chat further. *Learn more about Facebook comment* [auto-replies in this blog](https://respond.io/blog/facebook-comment-auto-reply#toc-mobile-3)*.* #### 4\. Engage Followers with Facebook Live Shopping Facebook Live Shopping offers a unique opportunity to engage with viewers in real-time while showcasing your products. This feature allows you to conduct live product demonstrations and answer questions live, creating a dynamic shopping experience. By providing exclusive deals during these sessions, you can convert live viewers into leads. Leads interact with the event by commenting or sending a private message. Respond.io Customer Success Manager Joshua Loo recommends frequently reminding viewers to send you a direct message during the event. ![image%20of%20a%20woman%20displaying%20a%20jewelry%20product%20showing%20how%20to%20generate%20leads%20on%20Facebook%20for%20a%20Facebook%20Live%20event](https://images.ctfassets.net/ph8r57dk1q9w/3gw9aIFdvv5i5Ft8NhfqGz/48ca51cb609c053c15d1f41c43d2d9be/screenshot-2024-05-20-at-104937-am_eaf0cfa7c6cd510c03b541fd63991e28.jpg) One of our customers, a jewelry business, has seen success with this method for how to generate leads on Facebook. They regularly host live shopping sessions and capture contacts through comments and Facebook Messenger. This generates some sales on the spot and gets prospects into their list for retargeting. The business builds excitement for the event as viewers know they can only see it for a limited time. Their Live Shopping events get over two thousand views and considerable engagement from comments and messages. ### Start Quality Conversations with Facebook Lead Generation We’ve shown you four key tactics for how to generate leads on Facebook. Prompting followers and ad viewers to start a conversation is the first step to getting more sales. Every conversation is an opportunity for you to qualify a lead, learn more about them and continue targeting or send to sales. When you start getting high volumes of leads in, you may want to consider a conversation management platform like [respond.io](http://respond.io/) so you can keep all your leads in one place and set up advanced automation. ### Further Reading If you’re interested in learning more about how to generate leads on Facebook and engage over Facebook Messenger, check out these articles: - Facebook Messenger for Business: The Ultimate Guide - The Practical Guide to Facebook Messenger Ads - Messenger Link: How to Get Facebook Messenger Link ## [How to Get Verified on Instagram: Instagram Blue Tick](https:/respond.io/blog/how-to-get-verified-on-instagram) Want to know how to get verified on Instagram? Discover the benefits of the Instagram blue tick and apply for Instagram verification for your business. Want to know how to get verified on Instagram? Curious about the Instagram blue tick? You’ve come to the right place! From the requirements for Instagram verification to the best practices to follow, here’s everything you need to know about getting a blue tick Instagram account. Read on to find out more. ### What are Verified Instagram Accounts There are many fake accounts impersonating celebrities and businesses across all social media channels, and Instagram is no exception. These imposters create convincing Instagram accounts with notable usernames to mislead the unwary public into following them. ![An%20image%20showing%20the%20blue%20tick%20Instagram%20uses%20to%20signify%20verified%20accounts](https://images.ctfassets.net/ph8r57dk1q9w/2QdHABduca8FnnIAUqzgJv/8a8bf186fb0799b01300d953e6b52b16/verifiedaccountscopy_8bc9c8267db334d25ddbffdc01de9ed6.png) Imposters can damage brands by posting false information, running phishing scams on followers and more. Like [other channels](https://respond.io/blog/whatsapp-green-tick), Instagram introduced its own verification system to minimize the harm that imposters can potentially cause. Verified Instagram accounts have a badge that resembles a blue medal with a white tick. These badges indicate that Instagram has confirmed that the named individual, business or brand operates the account. #### Instagram Blue Tick: Why Verify Your Business on Instagram Even though verification won’t get rid of imposter accounts, it makes verified accounts easier to find since they will rise to the top of search results when Instagram users search for an individual or business on Instagram. ![how%20to%20get%20verified%20on%20instagram%3A%20benefits%20of%20a%20verified%20instagram%20account](https://images.ctfassets.net/ph8r57dk1q9w/12WWwR2GdcjQJP9YgpsfiA/baecf39293a945724ec172bbc8f33855/HowToVerifyInstagramBusinessAccountImage01_62919d8aa07988e36b37061955f25b09.png) Being verified can also help you stand out from your competitors. Due to Instagram’s stringent standards, not every account will pass the approval process. Consequently, verified Instagram accounts are also perceived to be more trustworthy and reliable. There are no downsides to having a verified Instagram account. Unlike some channels, Instagram doesn’t charge any fees for verification of your account. Next, we’ll run through the requirements for a verified Instagram account and then the process of applying for verification. ### Instagram Blue Tick: How to Get Verified on Instagram To get your account verified on Instagram, there are some [requirements](https://help.instagram.com/312685272613322) you need to meet and steps to follow. #### How to Get Verified on Instagram: Instagram Verification Requirements Firstly, the Instagram account needs to represent a real person, registered business or entity. You will need to submit identification such as a government-issued photo ID or official business documents to Instagram to verify your identity. The account also needs to belong to a well-known and highly searched-for person, brand or entity featured in the news. Instagram doesn’t consider paid or sponsored media content as eligible sources when reviewing applications. Although nothing is stopping small businesses from applying for verification, their applications are often denied. ![requirements%20for%20instagram%20blue%20tick%20-%20represent%20real%20individual%20or%20business%2C%20be%20unique%2C%20public%20and%20active%20account](https://images.ctfassets.net/ph8r57dk1q9w/2NyNOKpQXtzZDR0Dtxob36/40a3fe5a8be92f8d99d76882ddfed6e5/HowToVerifyInstagramBusinessAccountImage02_b6b29e7298bb12536f692e9343825189.png) Secondly, the Instagram account needs to be unique. Individuals and companies can only have one verified account each, though there are exceptions for [language or geographic-specific accounts](https://help.instagram.com/854227311295302). Instagram won’t verify general interest accounts like @puppymemes. Your account also needs to be what Instagram considers complete. This means you must have a profile photo and your bio filled out. The account also needs to be set to public so that Instagram users can see your posts without following you. Lastly, if your [account was previously deactivated](https://help.instagram.com/728869160569983), you’ll need to reactivate it if you want to apply for verification. If you meet the above criteria, continue to the next section for instructions on how to apply for verification. #### How to Get Verified on Instagram: Applying for Verification Follow these steps to request for verification of your Instagram account: ![blue%20tick%20on%20Instagram%3A%20open%20your%20profile%20and%20go%20to%20settings](https://images.ctfassets.net/ph8r57dk1q9w/726RM0gn2RhTcXfjWMSdnk/f1221575a10fb139248a6ee4fa06b47e/step1_2bb1342f1d6807036fad5c4e5461eb77.png) **1\. Log** **in** to the Instagram account for which you’re requesting account verification and go to your profile by tapping your profile picture at the bottom right of the screen. Tap the options menu (3 lines) then tap *Settings.* ![instagram%20verified%20badge%3A%20go%20to%20account%20and%20request%20verification](https://images.ctfassets.net/ph8r57dk1q9w/6bdeXPsqB4APm4ClGZFh7N/6dd41f757ade8d6b7b81b013450742a9/step2_e44bd42b378b0da2441ea32aa497f815.png) **2\. Tap** *Account* then *Request Verification****.*** ![how%20to%20get%20a%20blue%20tick%20on%20Instagram%3A%20fill%20up%20the%20form%20and%20submit%20your%20documents](https://images.ctfassets.net/ph8r57dk1q9w/7m5zk6974JIetuhsLBqujc/a43d46318c7bd1c6442c46f1c6277486/step3_b1747190cb01e651ac66f935897134e0.png) **3\. Fill** **in** the details and provide the required form of identification or official business documents. Ensure all the provided information is correct before you tap *Submit*. You’re set! All you have to do is wait for an update from Instagram in your *Notifications* tab. Instagram will get back to you within 30 days of your application to let you know if your account was verified or not. While there’s no way to guarantee verification for your Instagram account, there are methods to improve your chances. In the next section, we’ll go over some best practices for verifying your Instagram account. ### Instagram Blue Tick: Best Practices for Instagram Verification Make sure the details you submit for your account verification are accurate and up to date. If you do get verified by providing false information, Instagram can take your verification badge away and may even disable your account if they uncover the truth. Being [verified on Facebook](https://l.instagram.com/?u=https%3A%2F%2Fwww.facebook.com%2Fhelp%2F1288173394636262&e=AT2psV2KjAGs5xTj5bU4c75Vs8RaM0NUThQSzcrdK8Vy_V7LEi4i6Zo4ZCotT8LI8PX79df4Mi8hI4xwZcgs8oL1LS27hi9ERkP54e5BgHfr3iWXoHRpTvm8gxA_hRwqQ93I-P5FkwsvAYlbT9YI5OtSbXU) doesn’t guarantee verification on Instagram, despite both channels being owned by Meta. You’ll still need to get verified separately on each channel. ![official%20instagram%20blue%20tick%3A%20best%20practices%20-%20don%27t%20provide%20false%20info%2C%20don%27t%20submit%20multiple%20applications%20simultaneously%2C%20link%20official%20sites%20to%20your%20instagram%20account](https://images.ctfassets.net/ph8r57dk1q9w/5K44FD4Oomh1arCW4yZ5HC/e8d3e9c6edba9b3037eb98bbc0aebd68/HowToVerifyInstagramBusinessAccountImage03_91514d66250f07a9a9b08d8865c83a96.png) Once you have your account verified, be sure to secure it with [two-factor authentication](https://help.instagram.com/566810106808145?helpref=faq_content) to prevent others from hijacking your Instagram account. Note that applying for a verified badge multiple times before receiving a decision will cancel your application. If your request has been denied, you can submit a new application after 30 days. If you don’t obtain Instagram verification, you can still use your account as usual. To make sure customers reach your authentic Instagram account, link it to official places like your website or Facebook Page. Alternatively, or in addition to Instagram’s blue tick, [Meta Verified](https://about.meta.com/technologies/meta-verified/) provides a paid monthly subscription service that adds an additional layer of authenticity, including enhanced security, direct customer support, and impersonation protection. Businesses seeking verification often find they need capabilities beyond what the Instagram app or Meta Business Suite offers to chat with large volumes of customers. Using a business messaging platform like respond.io improves how you can communicate with them. ![An%20image%20showing%20the%20benefits%20of%20Instagram%20on%20respond.io%20-%20automation%20support%2C%20extended%20message%20window%2C%20crm%20integration%20and%20multichannel%20support](https://images.ctfassets.net/ph8r57dk1q9w/4INjvnby2MTWgbVbuA8js/8e2128350cbee74d299c894b8325c3cc/HowToVerifyInstagramBusinessAccountImage04_cdec43bdd7978ee715ba421c30ff0925.png) You unlock the power of [automation](https://help.respond.io/workflows/workflows-overview), [extended messaging windows](https://respond.io/blog/whatsapp-business-api#toc-mobile-12), [CRM integration](https://respond.io/blog/instagram-crm), [metrics tracking](https://help.respond.io/dashboard-reporting/reports-overview), [multi-channel support](https://respond.io/blog/omnichannel-communication), [AI-assisted replies](https://help.respond.io/messages/using-ai-assist), [automated agents](https://help.respond.io/workflows/step-respond-with-ai) and more. Since you’re looking to verify your Instagram account, why not upgrade the way you communicate with a [Conversational AI Platform](https://respond.io/blog/conversational-ai-platform) like respond.io? [Sign up for a free trial](https://app.respond.io/user/register). ### Further Reading If you found this article useful, here are some related posts about Instagram business: - Instagram Business Chat: The Ultimate Guide to Instagram Business Messaging - How to Sell on Instagram DM: Selling on Instagram - Instagram Business Account Multiple Users: A How-To Guide ## [How to Get WhatsApp API: A Complete Guide](https:/respond.io/blog/how-to-get-whatsapp-api) Learn how to get WhatsApp API and start messaging customers in minutes. Unlock the full potential of WhatsApp API for marketing and sales. Wondering how to get WhatsApp Business API? You're in the right place. Even though jumping into a WhatsApp API integration can feel daunting, it’s actually easy if you follow the proper guidelines. In this blog post, we’ll show you how to get WhatsApp API for your business quickly and hassle-free. Plus, we’ll help you figure out the next steps after getting a WhatsApp Business API integration. ### WhatsApp API Integration: An Introduction [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api) – also known as WhatsApp Business Platform – is designed for businesses that need [multiple-user access](https://respond.io/blog/whatsapp-business-multiple-users) to the platform and advanced messaging capabilities at scale. It is the practical next step for companies outgrowing the free WhatsApp Business App. ![This%20image%20shows%20what%20to%20know%20before%20getting%20WhatsApp%20Business%20API%20access.%20WhatsApp%20integration%20API%20has%20costs%20costs%20involved%20such%20as%20conversation%20fees%2C%20phone%20number%20and%20messaging%20inbox%2C%20and%20follow%20WhatsApp%27s%20policies](https://images.ctfassets.net/ph8r57dk1q9w/37pWfpwQpdRyqvM50FJKgG/5ae8828f44b565f939103f7e86793c18/how-to-get-whatsapp-api-v40-img-01-1_2d68dd49d1d3dc76a691cd5b8a7400da.png) Upgrading to WhatsApp Business API comes with certain costs, including. - A phone number - WhatsApp’s per message-based pricing charges - A third-party messaging inbox to receive and send messages That last part is key because Meta doesn’t provide a built-in interface for WhatsApp Business API. To actually use it, you’ll need a messaging inbox like respond.io to manage your conversations and customer interactions. Moreover, if you plan to handle high-intent conversations, choose an inbox that supports WhatsApp calling too, including [live call transfers between agents](https://respond.canny.io/changelog/transfer-live-calls-on-web-seamlessly) when the right specialist needs to step in. For businesses looking to scale, these costs are far outweighed by the benefits. Integrating WhatsApp API with a messaging inbox, customer conversation software, or [WhatsApp CRM](https://respond.io/blog/whatsapp-crm) allows you to centralize customer data and conversations while leveraging advanced automation for maximum efficiency. So, can just any business get WhatsApp API? Not quite. Before application, businesses must ensure they are eligible under the [WhatsApp Commerce Policy](https://respond.io/blog/whatsapp-business#toc-mobile-3). For instance, WhatsApp doesn’t allow medical and healthcare products to be sold on the platform. Now that you’re aware of the requirements, how do you get started with WhatsApp API? ### How Do You Choose the Best BSP for WhatsApp API Access? A BSP (Business Solution Provider) is an official WhatsApp partner that connects businesses to the WhatsApp Business API and provides the infrastructure, tools and support needed to use it. There are plenty of BSPs available, including respond.io, an official Meta partner that makes setup easy. With respond.io, you can get started with the WhatsApp API in under 10 minutes. #### Why Choose Respond.io as Your WhatsApp Business API Inbox When selecting a BSP for WhatsApp API, it’s important to remember they’re not all created equal. Getting WhatsApp Business API through respond.io comes with several key advantages, including: ![This%20image%20shows%20the%20benefits%20of%20getting%20WhatsApp%20integration%20API%20through%20respond.io.%20Respond.io%20is%20an%20official%20API%20whatsapp%20BSP%20that%20uses%20the%20cloud-hosted%20version%20of%20WhatsApp%20API.%20](https://images.ctfassets.net/ph8r57dk1q9w/6ELg1wsCgm8FFci8IEy4xu/96039f15dabad1bb57dfd323cb4e44f1/image.png) - No extra charges for setup, hosting, or messages: You only pay Meta’s per-message fees on top of respond.io’s monthly plan. Use our pricing calculator to estimate your costs. - WhatsApp Business account management: Manage your WhatsApp Business Account (WABA) effortlessly on respond.io. For instance, you can create and submit message templates for approval and oversee your WABA balance through the specialized WhatsApp Fees Module. - Badged Meta Business Partner recognition: Respond.io has undergone Meta's assessment for proficiency in Meta products like WhatsApp, Facebook Messenger and Instagram DM. - Enhanced support: As a Meta Business Partner, respond.io receives enhanced support from Meta. This contributes to an elevated level of service for respond.io users. - Supports Voice Calling: Respond.io is among the first to support WhatsApp Business Calling API, VoIP Calling and Messenger, allowing you to make, receive, transfer and summarize voice calls directly in the same inbox you use for chats. Ready to get started? Here’s how to set up WhatsApp API with respond.io. ### WhatsApp API Integration the Easy Way: How to Get WhatsApp API Account with Respond.io To get started, sign up for a respond.io account. You can [**try respond.io for free**](https://app.respond.io/user/register) and later subscribe to a plan that suits your business needs. To make things easier, we have compiled all useful information in this blog to help you get your WhatsApp API. There are four steps in getting a WhatsApp API Account. #### Step 1: Port or Buy a Phone Number OR Connect Your Existing WhatsApp Business Account You need a phone number to set up your WhatsApp Business API account. You may port an existing number if it can receive calls or SMS—just make sure it’s not linked to any WhatsApp, WhatsApp Business App, or WhatsApp API accounts. Alternatively, you can [get a free virtual number](https://developers.facebook.com/docs/whatsapp/embedded-signup/?content_id=XrlUSVgv8GesfxY#555-business-phone-numbers) from Meta for your WhatsApp API setup. Now, businesses can also choose to connect an existing WhatsApp Business Account with [WhatsApp Coexistence](https://respond.io/help/whatsapp/whatsapp-coexistence), so you can keep the same phone number and your conversation history (in the app only). > Note: Coexistence is not allowed by Meta in the EU, European Economic Area, UK, South Africa, Russia, South Korea, Australia, Japan, Nigeria, Philippines or Turkey. Businesses in these areas will need to first delete their existing WhatsApp Business Account to use the same phone number. > Using a phone number tied to an existing WhatsApp or WhatsApp Business App account will result in a permanent loss of existing contacts and messages. #### Step 2: Connect Your Facebook Account Once you have a phone number and a respond.io account, it’s time to set up respond.io WhatsApp API integration. [Click this link](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and select *Create and connect a NEW WhatsApp Business Platform (API) account.* Then, click Get Started. ![This%20image%20shows%20the%20second%20step%20on%20how%20to%20make%20WhatsApp%20API%20integration%3A%20Connect%20a%20new%20WhatsApp%20Business%20Platform](https://images.ctfassets.net/ph8r57dk1q9w/2Hudz0CAg2YIkmy8nzFXU1/a90c52eac84d3904b246e39e92ee40a8/SCR-20250219-orfk.png) Go through the eligibility checks and click the *Connect with Facebook* button as you’ll need to log into your Facebook account to proceed. ![This%20image%20shows%20what%20happened%20once%20you%20through%20the%20eligibility%20checks%20and%20click%20the%20Connect%20with%20Facebook%20button.%20You%u2019ll%20need%20to%20log%20into%20your%20Facebook%20account%20to%20proceed.%20](https://images.ctfassets.net/ph8r57dk1q9w/2w6ROoOm1bK0tOcngCzERS/d019a80bc73e0cdbaa9d78fa0a8475e0/SCR-20250219-ormd.png) Click *Get Started* to connect your WhatsApp Business API account to respond.io. ![This%20image%20shows%20how%20you%20must%20click%20Get%20Started%20to%20connect%20your%20WhatsApp%20Business%20API%20account%20to%20respond.io.%20](https://images.ctfassets.net/ph8r57dk1q9w/5qowrSOiKlGyoEoeP9xvcH/88709a05384b86fa442b059e334226cf/SCR-20250219-orra.png) Doing so will give respond.io permission to manage your WhatsApp Business account and handle billing. This also means you agree to the [WhatsApp Business Terms of Service](https://www.whatsapp.com/legal/business-terms) and the [Meta Terms of Service](https://developers.facebook.com/terms/dfc_platform_terms/). #### Step 3: Connect Your WhatsApp Business API Account to Respond.io Select your verified Meta Business account — now renamed Meta Business Portfolio. If you don’t have one yet, choose *Create a business account* and follow the instructions. > Note: If you are [porting a WhatsApp number](https://developers.facebook.com/docs/whatsapp/business-management-api/guides/migrate-phone-to-different-waba) from one WhatsApp Business Account to another, select an existing business account. Once done, choose *Create a new WhatsApp Business profile* and click *Next.* To create it, first provide all the necessary details about your business: A name for your WhatsApp Business account, a display name, a business category and your timezone. Business description and website are optional. ![This%20image%20shows%20how%20to%20Create%20a%20new%20WhatsApp%20Business%20profile](https://images.ctfassets.net/ph8r57dk1q9w/o7fW8rRsPZT4fq6nnSP7r/621bebc416a236b904c6651584509e5d/SCR-20250219-oryn.png) You are almost there! Now, all that's left is to verify your WhatsApp Business phone number. It’s pretty simple if you follow the instructions below. #### Step 4: Verify your WhatsApp Business Phone Number Add your WhatsApp Business phone number and choose a verification method. You can verify your phone number via text message or phone call, so ensure you have access to the number you used. Once you receive the verification code, enter it on the blank boxes and click *Next*. ![This%20image%20shows%20how%20to%20add%20your%20WhatsApp%20Business%20phone%20number%20and%20choose%20a%20verification%20method.](https://images.ctfassets.net/ph8r57dk1q9w/2pyAzFyXWOc8MCWRA75nyS/333c691dcbe8e4f9daa8bb12fa903270/SCR-20250219-ouwm.png) Once your phone number is verified, click *Finish*. Finally, select the phone number you want to connect to and click Complete to finish the setup. And that’s it, you have successfully completed the signup process! ![This%20image%20shows%20how%20to%20select%20the%20phone%20number%20you%20want%20to%20connect%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6tScQHZNCxsYJDgEMV4HFY/569b42096f1decb6480efef77683fd02/screenshot-2023-12-05-at-23216-pm_f785e460bc73d0addf61d655050c5c50.jpg) After completing your WhatsApp Business API integration, your business will get the [unverified status](https://respond.io/blog/whatsapp-green-tick). During this time, the WhatsApp Commerce Policy check will be automatically conducted in the background. WhatsApp immediately blocks accounts that don’t comply with its policies. You can appeal this by submitting a support ticket to your WhatsApp BSP (Business Solution Provider). If you need more help during the process, consult [respond.io’s Help Center](https://help.respond.io/whatsapp/whatsapp-api-quick-start#how_to_sign_up_for_whats_app_business_api). > Meta has rolled out new WhatsApp Setup Guidance directly inside your Meta Business Portfolio. This new hub provides step-by-step instructions to simplify your API setup and manage message eligibility. You can now launch campaigns faster with pre-approved templates and instantly check your template review and appeals status. ### What Comes After Getting WhatsApp API? As an unverified business, your account starts on the Limited Access Tier, which allows 250 [business-initiated conversations](https://respond.io/blog/whatsapp-business-api-pricing#toc-1) in a rolling 24-hour period. This can be restrictive for companies that need to send a large number of business-initiated messages. To reach a wider audience, you must [**verify your business**](https://respond.io/blog/whatsapp-blue-tick). Once verified, you'll be able to send **2,000 business-initiated conversations with unique customers**. #### How to Increase Phone Number Messaging Limits Using WhatsApp API After hitting this milestone, you will unlock progressively higher messaging limits: **10,000, 100,000, and finally, unlimited messages.** To advance to the next tier each time, you must consistently meet the following criteria: - You are sending high-quality messages across all of your business phone numbers and templates. - In the last 7 days, your business has utilized at least half of your current messaging limit. If these criteria are met, Meta will increase your portfolio’s limit by one level within 6 hours. > Important: A *single shared limit* is applied to the entire Business Portfolio. All phone numbers under the same Busines Portfolio share the same messaging limit. With the setup complete and messaging limits in place, you’re ready to start broadcasting messages, running campaigns, and managing customer conversations efficiently. This is where a platform like respond.io can help you scale and automate your WhatsApp marketing effectively. ### Quick Wins with WhatsApp API on Respond.io Respond.io sets itself apart from other Business Solution Providers by being fundamentally designed for efficient communication across all channels. From [calling](https://help.respond.io/whatsapp/whatsapp-business-calling-api) or texting over WhatsApp, to chatting over Instagram DMs or SMS, respond.io does it all. As an official Meta partner, we stay up to date with the latest WhatsApp features—along with all the powerful tools available across our platform. Here’s a look at what you can achieve with WhatsApp API on respond.io. #### One Omnichannel Inbox for Every Customer, Every Channel Respond.io understands that businesses rely on more than just WhatsApp to communicate, which is why we offer an [omnichannel inbox](https://respond.io/blog/omnichannel-communication) that brings together all the popular messaging channels like TikTok, Messenger and Instagram all in one place. ![an%20image%20showing%20respond.io%27s%20Omnichannel%20inbox%20which%20supports%20WhatsApp%20API%20along%20other%20popular%20messaging%20channels%20like%20Messenger%2C%20Instagram%20and%20TikTok](https://images.ctfassets.net/ph8r57dk1q9w/5xBNAtF2VYVSr9e9Yza9zT/8c48fc08525e95bf04359b02a177fd78/image.png) Beyond a fully customizable inbox, you can also merge contacts to prevent duplicates and maintain complete conversation history across every channel. #### Say the Right Thing, Every Time with AI Respond.io’s [AI Agents](https://respond.io/ai-agents) help teams stay responsive around the clock by instantly answering FAQs, routing chats to the right team, updating lifecycle stages and contact fields, and leaving [internal comments](https://respond.canny.io/changelog/ai-agents-can-now-add-internal-comments) that summarize conversations for smooth handovers. They handle routine work so teams can focus on higher-value interactions, while AI Agent follow-ups ensure no lead or conversation is left idle by automatically sending reminders or taking action when chats go quiet. For teams that also handle calls, Voice AI Agents extend this setup beyond chat. They can answer routine questions over WhatsApp 24/7, log call outcomes and summaries in the same workspace, [trigger Workflows](https://respond.io/help/ai-agents/using-ai-agent-actions#trigger-workflow) or CRM updates, and hand off to human agents with full context when needed. When an agent joins the conversation, they can take over instantly, without delay or disruption. ![An%20image%20showing%20Respond%20AI%20Prompts%20to%20help%20you%20craft%20the%20right%20message%2C%20every%20time](https://images.ctfassets.net/ph8r57dk1q9w/3H5qCQmJaUfXk91FTwA2Uu/78c04b6b95efaa2519c848bee7c76676/c383794a97f11e376f4c69f8fd3052d8.gif) For more complex interactions, Respond AI gives your agents real-time support inside every chat. With [**Prompts and Assist**](https://respond.io/response-automation), they can rephrase messages, translate replies instantly, and get help answering tricky questions—faster, clearer, and more confidently than ever. #### Your CRM, Right Inside Respond.io Respond.io doesn’t just unify your messaging channels. It also integrates with popular CRMs like HubSpot and Salesforce, giving you direct access to your source of truth without leaving the platform. This ensures you always have the right customer information on hand during every conversation. ![an%20image%20showing%20CRM%20integration%20with%20WhatsApp%20API%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4J8lb1roHYqCNVamE8cny4/3f3f02b6bf3aadc9a92d8deb0617e0fb/hubspot.png) No more switching tabs, manual data entry, or worrying about outdated information. Just seamless, accurate context for every chat, call and follow-up. This means your team can focus on what matters most: building stronger relationships and closing more deals. #### From First Touch to Repeat Business with Lifecycle To drive conversions, it’s essential to engage customers at the right stage of their journey. That’s why respond.io offers [Lifecycle](https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle), a feature that helps businesses identify and track customers as they move through the pipeline. ![track%20the%20lifecycle%20of%20your%20leads%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/oEXlTr6Lkt5n6hoxWDT4q/4485146850b6acbaf8db255ad0b9e5a9/image.png) With the ability to view and update a customer’s status in just a few clicks, businesses can manage conversations more effectively and keep opportunities moving forward. #### Reports and Analytics: Measure, Manage, Optimize The respond.io [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) provides a wealth of graphical representations, charts and leaderboards. Supervisors can utilize these tools to identify trends and areas for improvement, enhancing management and decision-making. ![An%20image%20showing%20Reports%20and%20Analytics%20on%20respond.io%20-%20make%20data-driven%20decisions](https://images.ctfassets.net/ph8r57dk1q9w/21SABZu3gyltd0wC2Fu2X8/3d31d011e50dc0c0d0b7a69f07b2cff9/image.png) The results speak for themselves, and who better to tell the story than respond.io's customers? After switching to respond.io, [Sleek gained 3x more qualified leads over WhatsApp](https://respond.io/customers/how-sleek-gained-3x-more-qualified-leads-over-whatsapp). Sharwa, on its side, [increased conversion rates on WhatsApp by 40%](https://respond.io/customers/how-sharwa-designed-a-communication-strategy-that-achieved-85-in-csat-scores). ### New: Use WhatsApp Business App and API at the Same Time Until recently, businesses had to choose between using the WhatsApp Business App or the WhatsApp API. Now, with WhatsApp Coexistence, you can use both on the same number. This means you can keep your existing WhatsApp Business app number and still connect it to the WhatsApp Business Platform (Cloud API) via respond.io — without losing access to your app or needing a new number. #### Why It Matters for Teams Coexistence gives your team the flexibility to: - Use advanced API features like multiple users, automation, AI routing and CRM integrations via respond.io. - Keep using the WhatsApp Business app for simple 1:1 conversations or business tools like catalogs and quick replies. - Maintain your existing number, customer chat history and app access—even after connecting to the API. This setup is ideal for growing teams that want the power of the WhatsApp API without sacrificing the convenience of the app they’re accustomed to. > ⚠️ Note: Some WhatsApp Business app features like group chats, broadcast lists and disappearing messages won't work on the API side. Also, if you enable coexistence, you’ll temporarily lose the green checkmark (you can reapply after setup). ### Further Reading Did you find this article helpful? If so, here are some readings that might interest you. - WhatsApp Opt In: Getting Customers to Opt In WhatsApp - WhatsApp Business Name: A How-To Guide to WhatsApp Display Name - The Practical Guide to WhatsApp Ads ## [How to Improve Customer Service: 5 Practical Strategies to Improve Customer Service](https:/respond.io/blog/how-to-improve-customer-service) In a world where customer expectations are ever-increasing, exceptional customer service has become a necessity. Businesses that prioritize and continually improve customer service not only survive but thrive, building lasting relationships with customers. Learn how you can enhance and improve your customer service to gain a competitive advantage. In a world where customer expectations are soaring, delivering exceptional customer service is an absolute necessity. Businesses that continuously seek and prioritize how to improve customer service will not only survive but thrive by building lasting relationships with their clientele. In this article, we'll explore the importance of improving customer service and practical strategies on how to improve customer service for your business. ### The Benefits of Improving Customer Service In a constantly evolving business landscape, customers have become increasingly discerning, setting higher expectations for unparalleled service. They expect prompt responses, personalized attention and efficient resolution of their concerns. In fact, [73% of customers](https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html#:~:text=Among%20all%20customers%2C%2073%25%20point) are willing to spend more with businesses offering excellent customer service. Additionally, [58% will sever ties](https://info.microsoft.com/ww-landing-global-state-of-customer-service.html) after poor service encounters. ![Reap%20the%20benefits%20when%20you%20improve%20customer%20service%20for%20your%20business.](https://images.ctfassets.net/ph8r57dk1q9w/1UndyNvKJLk9jaRzbndsTt/40315350d6536262faf1172ae4989da4/copy-of-blog-images-template-1_93670320cb71ef5f240a85b12cd4d439.png) Recognizing this, businesses are compelled to prioritize and consider how to improve customer service to gain a competitive advantage. Here are five significant reasons why enhancing customer service is paramount for your business. #### Boost Customer Satisfaction Better customer service has a direct impact on [customer satisfaction](https://respond.io/blog/csat-customer-satisfaction-score). When customers experience fast, customized and effective support, their overall satisfaction with your business increases. Higher customer satisfaction often translates to excellent reviews and an increase in repeat business, demonstrating the direct link between exceptional service and a satisfied customer base. #### Enhance Customer Retention Excellent customer service is the basis for retaining customers. Retaining existing customers is more cost-effective than constantly acquiring new ones. If you improve customer service by providing a positive and valued experience, they are more likely to remain loyal to your brand. This loyalty fosters stable, lasting relationships and creates a consistent revenue stream that is critical to the long-term sustainability of your business. #### Foster Customer Loyalty Exceptional customer service goes beyond merely satisfying your customers; it's about creating brand advocates. When you consistently improve customer service by implementing strategies on how to improve customer service, your customers not only keep coming back for more but also enthusiastically refer your business to others. This makes customer loyalty one of the most powerful marketing assets at your disposal, driving organic growth while simultaneously lowering customer acquisition costs. #### Strengthen Brand Reputation Your brand's reputation stands as its most valuable asset. A robust brand reputation not only fosters trust and customer loyalty but also distinguishes you from competitors, directly influencing your financial performance and overall business outcomes. This means that when businesses improve customer service, it will enhance the overall brand image and reputation. When your customers consistently have positive interactions and support experiences, it builds trust and credibility for your company. A strong reputation attracts new customers, retains existing ones and fortifies your position in the market. #### Gain Competitive Advantage In a crowded marketplace, providing exceptional customer service sets your business apart from competitors. When you implement strategies on how to improve customer service, you will offer a unique value proposition that can attract and retain customers, even in the face of similar offerings. It is a key differentiator that can give you a substantial edge, helping you win market share and thrive in a competitive environment. Now that you know how excellent customer service can affect your business, let's look at ways how to improve customer service with a customer conversation management software like respond.io. ### How to Improve Customer Service To meet the demands of today's fast-paced digital landscape, businesses are expected to be where their customers are, which often requires a presence on a variety of instant messaging channels. While that is easy to create, delivering a consistent quality of customer service across all channels is no small feat. The demand for seamless engagement, quick responses and personalized interactions can be overwhelming. ![Find%20ways%20on%20how%20to%20improve%20customer%20service%20for%20your%20business%20with%20respond.io%2C%20an%20innovative%20conversation%20management%20software.](https://images.ctfassets.net/ph8r57dk1q9w/50dMTxqjlL0Q84h2wmNHr5/425cbfd0f5ecfc6391f0b47c3fdd1bd7/copy-of-blog-images-template-2_6fad9154eb1e6653228251bdb7245f24.png) Here's where respond.io, an innovative customer conversation management software, steps in to improve customer service across various instant messaging channels. Let's explore how to improve customer service for your business. #### How to Improve Customer Service: Enhance the Accessibility of Customer Communication Businesses often struggle to reach their customers effectively as there are many instant messaging channels. The challenge is to juggle numerous platforms at the same time, so there is a high probability that businesses will miss or not reply to messages from customers. That's where [customer conversation management platforms](https://respond.io/blog/best-software-to-manage-customer-interactions) come in. Respond.io, for instance, addresses these challenges by supporting all popular instant messaging channels including [WhatsApp](https://respond.io/blog/whatsapp-business-api), [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [Telegram](https://respond.io/blog/telegram-for-business) and others. ![By%20streamlining%20all%20popular%20channels%20into%20a%20unified%20omnichannel%20inbox%2C%20businesses%20are%20able%20to%20respond%20to%20customers%20without%20having%20to%20manage%20and%20juggle%20multiple%20platforms%2C%20which%20in%20turn%20leads%20to%20improved%20customer%20service.](https://images.ctfassets.net/ph8r57dk1q9w/1dUwW5yFTFRaN0F5u40BjS/cdbd4f6083ebd66b4141992377a24cb8/copy-of-blog-images-template-4_34a29e2b150f098cd6249dbddabd598f.png) It also consolidates conversations into one unified [omnichannel inbox](https://respond.io/blog/omnichannel-support#toc-mobile-6), streamlining communication for businesses. This allows businesses to respond seamlessly to their customers without having to manage and juggle multiple platforms. Now that you have a presence on the right messaging channels, you need to ensure customers can easily reach you. You can do this by creating convenient chat entry points. These chat entry points include QR code that businesses can place in stores or on their websites. And if the website is highly frequented, businesses can place website chat widgets such as [WhatsApp widget](https://respond.io/blog/whatsapp-widget) and [Facebook Messenger widget.](https://respond.io/blog/facebook-business-chat) In addition, businesses can strategically place clickable buttons with [chat links](https://help.respond.io/whatsapp/grow-your-whatsapp-audience-by-maximizing-entry-points#chat_link_and_qr_code_on_respond_io_platform) on their website and social media profiles so that customers can easily contact your support team. ![Improve%20customer%20service%20by%20creating%20convenient%20chat%20entry%20points%3B%20chat%20widgets%2C%20chat%20links%20and%20QR%20code%2C%20to%20connect%20with%20your%20customers.](https://images.ctfassets.net/ph8r57dk1q9w/4rl6nPVtfik0xYuClDwKrw/349c262f3a813840f4fab15025344c3a/copy-of-blog-images-template-3_169d2a01b9051c110128fb53f61e0d18.png) Since WhatsApp is the [most widely used messaging channel worldwide](https://respond.io/blog/respondio-is-now-a-whatsapp-business-solution-provider#toc-mobile-1), it is likely that customers are using it and prefer chatting with businesses on it. If your business has a large following on social media platforms like Facebook and Instagram, you can include chat entry points to WhatsApp via a [WhatsApp button on your Facebook Page](https://respond.io/blog/how-to-add-whatsapp-button-on-facebook-page#toc-mobile-0) and [Instagram profile](https://respond.io/blog/whatsapp-link-for-instagram) or by including [WhatsApp chat link](https://respond.io/whatsapp-link-generator) on these platforms. With respond.io, you can create an [omnichannel chat widget](https://respond.io/blog/omnichannel-widget) that will feature all your connected channels and create chat links and [QR code](https://help.respond.io/quick-start/getting-contacts-to-message-you#generate_a_scannable_qr_code_or_shareable_chat_link) that serve as convenient entry points to streamline how customers engage with your business. #### Unify Customer Experience Across Channels With your business accessible across multiple channels, it's common for the same customers to reach out through different messaging platforms, resulting in [siloed conversations](https://respond.io/blog/merge-contacts#toc-mobile-0) across channels. This, in turn, leads to agents asking customers to repeat their information and issues for context, causing frustration and reduced satisfaction. ![By%20unifying%20customer%20experience%20across%20channels%2C%20businesses%20ensure%20a%20cohesive%20and%20consistent%20customer%20communication%20experience%2C%20ultimately%20improving%20customer%20service.](https://images.ctfassets.net/ph8r57dk1q9w/1Sqo1BzUDCeGUrXGnK8Psa/aff614bcbc7d46fc39198dcba674691b/6410191018b8070867622b81-concepts-trengo-alternative-gif-01_be32fe13664e77512c1acc503629be1c.gif) With respond.io's [Contact Merge](https://help.respond.io/contacts/contacts-overview#merge_contacts) feature, you can [merge conversations from different channels](https://help.respond.io/contacts/contacts-overview#merge_contacts) in a single thread for a unified customer profile. This allows you to identify recurring customers, recognize recurring problems and make informed customer care decisions. The result is a cohesive customer experience that ensures consistency across all contact channels the customer uses. #### Streamline Customer Service with Automation Increasing customer expectations for quick responses poses a challenge, especially when businesses reach their limits in handling a sudden influx of incoming conversations due to resource constraints. This is where businesses can leverage automation to enhance response times and streamline operational efficiency. With respond.io’s [Workflows automation builder](https://help.respond.io/workflows/workflows-overview), businesses have the flexibility to build automation of any complexity. For example, you can send automated [welcome messages](https://help.respond.io/quick-start/automated-welcome-and-away-messages) to greet customers or send [away messages](https://help.respond.io/quick-start/automated-welcome-and-away-messages) when they message you outside of business hours. This way, you can set clear expectations and avoid leaving customers waiting aimlessly. ![Utilizing%20respond.io%27s%20Workflow%20automation%20builder%20enables%20businesses%20to%20streamline%20operations%20by%20implementing%20automated%20welcome%20messages%20for%20customer%20greetings%2C%20sending%20away%20messages%2C%20creating%20automated%20FAQ%20menus%2C%20and%20efficiently%20routing%20and%20assigning%20customers%20to%20the%20right%20agents%20based%20on%20their%20specific%20needs.](https://images.ctfassets.net/ph8r57dk1q9w/eNwBgF3CURGhijiHzKUNJ/034114a5ea7e871e55723f64ef587d18/untitled-1_811709d3433b7f1aa7d55b17dfb0433a.png) Another effective method is to establish an automated [FAQ menu](https://respond.io/blog/customer-service-automation#toc-mobile-7). This gives customers quick answers to commonly asked questions without the need for human intervention. When automated responses cannot provide the answers customers need, it connects customers with the right agent without delays or multiple transfers. To do this, build automation to [route customers](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-mobile-0) to the right team and [assign them](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-0) to the right agents based on their needs. #### Respond to Customers’ Inquiries Efficiently Now that you've streamlined customer service through automation, the next step stage is to empower your customer service agents to respond to inquiries effectively. With [AI Assist](https://help.respond.io/messages/using-ai-assist) powered by Respond AI, businesses ensure accurate responses by leveraging existing content like knowledge bases or self-help materials. This tool acts as a co-pilot for agents, creating accurate responses to customer queries. AI Assist uses your documentation and self-help materials to formulate relevant responses. It also customizes the tone of voice to tailor responses to your brand identity. ![Use%20existing%20content%20such%20as%20knowledge%20bases%20or%20self-help%20materials%20with%20AI%20Assist%20to%20formulate%20relevant%20responses%20thus%20responding%20more%20efficiently%20to%20customer%20inquiries.](https://images.ctfassets.net/ph8r57dk1q9w/52zgqvhUEkPfzaVAfvyvGW/eb4a498e53eb4e3aaf899374362d22a3/652e1a80187435bc31318a97-september-2023-newsletter-2_dcf7bbb2f73c8b6ae9032874183b3642.gif) Before you send your responses to customers, take advantage of [AI Prompts](https://respond.io/blog/august-2023-updates-respond-ai-workflow-improvements-quick-access-to-resources-and-more#toc-mobile-0) to enhance your message. With the help of AI Prompts, you can easily adjust tone of voice, translate, correct spelling and grammar, and simplify language. This ensures that your messages to customers are not only clear and coherent. ![Utilize%20AI%20Prompts%20to%20correct%20spelling%20and%20grammatical%20mistakes%20as%20well%20as%20facilitate%20the%20translation%20of%20messages%20to%20adjust%20tone%20of%20voice%2C%20translate%2C%20correct%20spelling%20and%20grammar%2C%20and%20simplify%20languages.](https://images.ctfassets.net/ph8r57dk1q9w/2BE6mny5yM2LGoFtebhOkD/86d8d74c4bb981e19d72e8fdcc75429d/6512b3aeb6d81a3be74b5a4f-01_ec2b0b65e2b4a23b73adc0bc939df3cb.gif) In addition, you can use these prompts to correct spelling and grammatical errors and facilitate the translation of messages, making communication more effective and comprehensive. #### Monitor and Analyze Customer Service Agents’ Performance Effectively tracking a customer service agent’s productivity, checking the quality of conversations and measuring response and resolution times are critical for businesses that want to provide optimal customer service. Without a comprehensive solution, it can be challenging to identify trends and address customer issues, which affects the quality of customer support. Respond.io's [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) allows managers to gain insights into performance and dive into individual customer conversations to [intervene in real time.](https://help.respond.io/contacts/contact-activity?_ga=2.228577880.417049847.1666333100-363328488.1646196266#comments) This tool also allows tracking of key metrics such as first response and resolution times using [analytics components](https://help.respond.io/support-use-case/reporting-for-support?_ga=2.223386206.417049847.1666333100-363328488.1646196266), which is helpful both in supporting agents and the development of customer interaction guidelines. ### Measure Customer Service Improvement To ensure your customer service is on the right track and continuously improving, it's essential to have a system in place to measure the effectiveness of your customer service strategies. ![To%20know%20if%20you%20are%20on%20the%20right%20track%20in%20improving%20customer%20service%2C%20you%20need%20a%20system%20to%20measure%20the%20effectiveness%20of%20your%20strategies.](https://images.ctfassets.net/ph8r57dk1q9w/2tErl18ywidzBtKhc60IRm/6daa6d9fa6ec0a9125c15f3a64fdc732/copy-of-blog-images-template-5_482ff8bc5c5bd2d44adb3936cc1d90dc.png) Here's how you can effectively measure your progress and continually enhance your customer service. #### Monitor Response and Resolution Time Measuring response time and resolution time is critical to understanding and improving customer service. Response time, the duration between a customer making contact and receiving the first response, is an important indicator of customer service efficiency. Fast response times show that a company cares about its customers' concerns, which can significantly increase customer satisfaction and loyalty. In today's fast-paced world, customers expect quick interactions, and a delayed response can lead to frustration and a negative perception of the brand. Equally important is resolution time, which indicates how long it takes to fully resolve a customer's issue. This metric reflects the effectiveness of a customer service team in resolving issues. ![Moj%20for%20Creators%20boosts%20resolution%20time%20by%2094%25%20by%20automating%20its%20tasks](https://images.ctfassets.net/ph8r57dk1q9w/1MDr3OUSjIRIvmeoHW21Gh/c3ad13d7cfa9f57605f416a28cd910a5/63579bb5de71b3a198353061-casestudies-mojforcreatorsimage04-800_f8af4a648a0fdcfef0fb7c3cb7c396e0.jpeg) A shorter resolution time indicates a more efficient process and competent support staff, resulting in higher customer satisfaction. It is a direct measure of a support team's ability to understand and resolve customer issues and ensures that the customer is not inconvenienced for long. With respond.io’s Reports Module, businesses can identify and track the average response and resolution time as well as identify potential anomalies in resolved or outbound conversations. Indian video sharing service Moj needed an effective solution to manage communication with 200,000 multilingual creators as part of its [Moj for Creators](https://respond.io/customers/how-moj-for-creators-supports-200k-creators-in-15-languages) training program. With respond.io, it was able to reduce resolution times by 94% while maintaining human interaction for complex cases. #### Track Customer Satisfaction [CSAT](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-1) scores, short for Customer Satisfaction scores, are a powerful tool for understanding the happiness of your customers. They provide you with a snapshot of how content your customers are with your service. With respond.io, you can [build a CSAT survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-7) and export the data to Excel or a data warehouse like Clearbit. Armed with this data, you can take proactive steps to address issues or areas where customers have expressed dissatisfaction. Whether it is refining your response times, improving your product or service offerings, or enhancing the overall customer experience, CSAT scores provide a compass for your improvement efforts. ![CSAT%20surveys%20are%20used%20to%20gauge%20satisfaction%20with%20a%20specific%20touchpoint](https://images.ctfassets.net/ph8r57dk1q9w/505ecrOjKMwbb25kHnTSik/a064fb259338ce9020ab1149aceddc72/64b8daeb474e80403db80b20-csatimage04-800_053f8744e7d6ab4f13da30cc4ee43b0b.png) [Jagoan Hosting](https://respond.io/customers/how-jagoan-hosting-raised-productivity-by-52-percent) an Indonesian web hosting provider, has automated some of its processes and made strategic decisions based on data and insights. As a result, service wait times were reduced by 20%. It also used respond.io's workflows to send CSAT surveys to its customers. #### Assess Net Promoter Score [Net Promoter Score (NPS)](https://respond.io/blog/customer-satisfaction-survey#toc-mobile-0) is a metric specifically designed to measure customer loyalty. It goes beyond mere satisfaction and delves into whether your customers are not just content but also loyal advocates of your brand. Similar to CSAT surveys, respond.io allows businesses to create an NSP survey using its Workflow feature. ![Improving%20customer%20service%3A%20Utilize%20NPS%20surveys%20to%20gauge%20the%20likelihood%20of%20referral](https://images.ctfassets.net/ph8r57dk1q9w/6R1UP76ibWNhBV3hu8zt6M/eef5d7c0cdf48ef8b0881b2d3e3fea12/64b8daeb474e80403db80afc-csatimage02-800_6269dd3fb5a51c8d5d620e304aaf6c4c.png) Once you have a clear picture of your NPS, you can strategically adjust your business practices. If the NPS indicates a need for improvement, you can tailor your strategies to address the areas potentially hindering customer loyalty. With the insights gained from these surveys, businesses can make more informed decisions that increase both customer satisfaction and loyalty in the long run. #### Track Customer Loyalty Customer loyalty is crucial for businesses. It reflects the consistent preference for a brand over the competition. It comes from positive experiences, satisfaction and perceived brand value, which lowers acquisition costs and encourages word of mouth. Key metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS) measure this loyalty. Evaluating improvements in customer service depends on understanding loyalty, as satisfied customers who tend to make repeat purchases and make recommendations are an indicator of effective service. Monitoring loyalty levels helps to measure the success of customer service strategies and identify areas for improvement. Renowned skincare retailer [H&H Skincare](https://respond.io/customers/how-hh-skincare-boosted-its-customer-loyalty-to-60-percent) solved customer service challenges with respond.io's unified channels and automation, resulting in a 300% increase in daily interactions and 160% revenue growth in six months. With 60% of messages coming from returning customers, the strategy underlines strong customer retention and loyalty, which is significantly driving the company's growth. As you can see, improving customer service is a journey that requires dedication and the right tools. By recognizing the importance of improving your customer service with respond.io, you can ensure customer loyalty, increase satisfaction and promote an excellent reputation for your brand. Take the first step toward excellence today—[try respond.io for free today](https://app.respond.io/user/register?_gl=1%2a1gkbp0e%2a_ga%2aNDAwMDQyNjYxLjE2OTY5MDkwNzI.%2a_ga_0EZ318H868%2aMTY5ODY1MzI3Ni4zMy4xLjE2OTg2NTYyMDQuNDUuMC4w). ### Further Reading Did you find this article useful? If so, here are some other quick reads that might interest you: - How to Use Automation to Enhance Customer Service Efficiency - Why Use an Omnichannel Support Platform - Escalation Management: A Guide to Customer Escalation ## [How to Improve WhatsApp Customer Experience and Engagement](https:/respond.io/blog/whatsapp-customer-experience-engagement) Want to stand out from competitors? Your WhatsApp customer experience may make all the difference! Learn how to improve customer engagement on WhatsApp. Want to improve WhatsApp customer experience and boost customer engagement on WhatsApp? Put yourself in the customer’s shoes! Think about the last time you had a conversation with a business over WhatsApp. Did you easily accomplish your goal or did it end in frustration, possibly leading you to look for a different service? These are questions you should think about when [communicating with your customers over WhatsApp](https://respond.io/blog/whatsapp-business) to understand their perspective. ### The Importance of WhatsApp Customer Experience A WhatsApp customer experience is often the first engagement a prospect or customer has with your business, so it’s crucial to make it a positive one. This will encourage them to complete a purchase and do repeat business. Customer engagement on [WhatsApp API](https://respond.io/blog/whatsapp-business-api) can play a key role in every stage of the customer journey. Here’s a quick overview of what the process looks like. Respond.io’s [Conversation-led Growth® framework](https://respond.io/blog/conversation-led-growth) is based on three stages, Capture, Convert and Retain. Capture is how you kick off customer engagement on WhatsApp. After that, convert prospects into paying customers with timely replies and retain them by sending relevant promotions through [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) or [bulk messages](https://respond.io/blog/whatsapp-bulk-message) to provide continuous value. ![The%20three%20stages%20of%20Conversation-Led%20Growth%20for%20WhatsApp%20Customer%20experience%20-%20capture%2C%20convert%2C%20retain](https://images.ctfassets.net/ph8r57dk1q9w/4T9rbE34HqUjchLqJW1R92/825214db91d5a3197f96342d951b891e/concepts-clg-20-image-01_0f5e82683632c4e737034bbec5803c26.png) The moment a prospect begins a conversation is your chance to make an impression that starts the customer relationship. Respond.io COO [Iaroslav Kudritskiy](https://www.linkedin.com/in/iaroslav-kudritskiy-18102724/) shares insights on how conversations over WhatsApp shape the customer experience and how to deliver an amazing one. Let’s dive right in with real examples from the customer perspective as to what makes or breaks an interaction. ### Poor vs Outstanding WhatsApp Customer Experiences We all interact with businesses over WhatsApp. It’s often the most convenient way to inquire about a product or service or book an appointment. Ideally, a customer engagement on WhatsApp will provide the right answers and help you accomplish what you wanted to do. #### How a Poor Experiences Drive Customers Away Of course, this doesn’t always happen. Iaroslav Kudritskiy shares a major reason why businesses fail to close deals on WhatsApp: “They’re actually becoming the blocker of the person who wants to buy. Because after a person messages you and you don’t answer for 3-4 hours and then you send them this block message, it actually puts them off.” No one likes to be kept waiting, and if you send them a long impersonal paragraph that doesn’t directly answer their question, their opinion of your business will drop further. With so many options out there, you can’t afford to offer a less than satisfying experience. Another type of response from businesses that turns prospects off is long forms. At a recent event, [Ashley Ong](https://www.linkedin.com/in/ashleyong/), founder of martech consultancy [Superanium](https://superanium.com/), shared a personal example. When looking to make a dental appointment, her first choice sent her a link to a form. She looked for other options and found a nearby clinic where she could click directly to chat on WhatsApp and made an appointment right away. That’s how important it is to be accessible to your customers. #### What an Outstanding WhatsApp Customer Experience Looks Like As in the example above, being able to make an appointment or get an answer to an inquiry without waiting or unnecessary effort is often what closes a deal. Prospects who message you over WhatsApp often know what they want. All you need to do is provide that to them, and you’re already ahead of your competitors. A positive experience not only helps you close deals faster, but also leads to securing repeat customers. ![screenshot%20of%20a%20WhatsApp%20conversation%20illustrating%20a%20positive%20customer%20engagement%20on%20WhatsApp](https://images.ctfassets.net/ph8r57dk1q9w/64Iw4yJXqhOv4ySvSvMQ6N/77a7d0e36d65cc0882131f07ec7c8f92/hairdresser-whatsapp-convo_cafaea18f457b5d61a1c0a2da125243b.jpeg) Iaroslav Kudritsky gives this example of a conversation with his hairdresser. He schedules appointments ahead of time and the hairdresser sends him reminders before the appointment. One time, he wanted to reschedule, and the hairdresser quickly suggested three times that might work. He chose a time and it was settled in less than five minutes. Short, personalized conversations can make all the difference to a customer’s experience. ### 2 Keys to Improve Every Customer Engagement on WhatsApp All businesses want to ensure prospects and customers have meaningful interactions that keep them coming back, but this can be a challenge for growing companies with high volumes of messages. #### Use Automation to Answer Fast Salespeople may struggle to reply in a timely manner simply because they’re overwhelmed, despite having [multiple users](https://respond.io/blog/whatsapp-business-multiple-users). In addition, newer salespeople may not be aware of all the answers. When used properly, tools like [automation](https://respond.io/blog/whatsapp-automation) to send [WhatsApp auto reply](https://respond.io/blog/whatsapp-auto-reply), [scheduled messages](https://respond.io/blog/whatsapp-schedule-message) and AI can be a benefit. However, Iaroslav notes, “All these things are just tools. Features are not going to help you solve the problem. Automation is not going help you solve the problem. Those are not answers to the problem. What you really need to do over WhatsApp is answer fast with great answers.” With automation, you can reply instantly so customers aren’t kept waiting, but remember to put yourself in the customer’s shoes when setting responses. Using WhatsApp with a conversation management platform like respond.io allows you to [give customers a menu of FAQs](https://respond.io/blog/auto-reply-message-for-business#toc-mobile-12) to choose from. And when those FAQs aren’t enough, agents can step in or [transfer the conversation](https://respond.canny.io/changelog/transfer-live-calls-on-web-seamlessly) to another teammate without breaking the flow. #### Give Great Answers to Ensure an Outstanding WhatsApp Customer Experience Deliver fast, accurate WhatsApp support while keeping human help accessible. Combining AI Agents and voice calls in a single thread provides **faster resolutions and better context**. - Human backup: Always offer an option to speak with a salesperson for complex queries. - AI handling: Let AI answer common questions, send context-aware follow-ups, and complete some sales independently. - Voice capabilities: AI can understand audio messages, transfer live calls, provide call transcripts for reference and automatically generate clear summaries. - Typing indicator: Shows customers when the AI is composing a reply for a human-like experience. - Knowledge support: AI delivers precise information when needed, helping new agents reply confidently and freeing your team for high-value interactions. Using AI offers the opportunity to answer a wider range of questions. [AI agents may be able to complete a sale](https://respond.io/blog/conversational-ai-for-sales) without human intervention, but as with FAQs, access to a human if necessary is key. Iaroslav recommends equipping your AI with your business knowledge and letting salespeople use it as a tool: "The beauty of AI is it can hold the entire knowledge of your business and deliver it only as the conversation requires." Newer sales agents can use AI to help compose answers on policies they have not yet been trained on. That way, they can give expert replies to prospects and customers faster. ### Stand Out From Competitors with Your WhatsApp Customer Experience When you put prospects and customers first in every conversation, they’ll get what they’re looking for and you’ll close the deal. It’s a simple concept, but as we all know, it’s not often what you get when contacting a business. Growing businesses can benefit from using a conversation management platform like respond.io to create that positive experience more efficiently. As Iaroslav says, “Don’t forget the end goal. It’s about creating amazing customer experiences over WhatsApp. If you’re able to create that amazing experience, you will get all the customers from your competitors. As long as you can create that experience and your competitors can’t, you’re going to be in a winning position.” ### Further Reading If you’ve enjoyed the insights in this article, check out these other blogs: - Enhance Customer Experience with an Omnichannel Communication Platform - WhatsApp Green Tick: A Guide to Verifying Your WhatsApp Business - WhatsApp Marketing in 5 Steps: A Detailed Guide (+Examples) - WhatsApp CRM Ultimate Guide: Integration, Use Cases & Best Practices ## [How to Increase Student Enrollment with Powerful Online Conversations](https:/respond.io/blog/how-to-increase-student-enrollment) Want to know how to increase student enrollment? Provide fast, accurate responses, a consistent experience and trusted advice. We'll show you how. Struggling with how to increase student enrollment? Education recruitment is a competitive market with so many options available for students to choose from. When a student is considering a course, they expect to get answers to their inquiries quickly. Education service providers who reply promptly are more likely to get students enrolled. Among a survey of institutions, engaging prospects in conversation via WhatsApp or live chat [increased prospective student conversions by 350%](https://blog.uni-quest.co.uk/news-insights/live-chat-to-boost-student-recruitment). After students have started a conversation, you can continue the relationship by sending them valuable information and offering personal assistance via chat. We’ll show you how to increase student enrollment with four methods to keep prospects engaged along their journey. ### How to Increase Student Enrollment: 4 Tips Getting prospects into conversations is the first step in a relationship that should ultimately lead to enrollment. After the conversations get started, it’s crucial to keep them moving to guide students to conversion. Students often collect information from multiple schools or service providers before they’re ready to make a decision. Following up with a conversation at the right time is key to how to increase student enrollment. #### How to Increase Student Enrollment: Manage Large Volumes of Inquiries with Automation Tactics like [click-to-chat ads](https://respond.io/blog/whatsapp-lead-generation#toc-mobile-4) and [web chat widgets](https://respond.io/blog/omnichannel-widget#toc-mobile-1) help you get leads in quickly, but the volume can be overwhelming for agents to respond to manually. When students don’t receive a reply to their inquiries, they look elsewhere. With [automated replies](https://respond.io/blog/whatsapp-automation#toc-mobile-13), you can send basic course information instantly and answer common questions. These answers may be enough to tell students whether the course is right for them so they can make a decision or add it to their shortlist. ![%20icons%20showing%202%20ways%20to%20automate%20conversations%20for%20how%20to%20increase%20student%20enrollment%3A%20automate%20answers%20or%20route%20to%20human%20agent](https://images.ctfassets.net/ph8r57dk1q9w/o1jYR4X2OhXGi0tCd9dwT/6d3506b09eee7fcde79038a1d49a71a7/concepts-conversation-led-growth-06-1_a192bb2176c67f43b8988ea731d816dc.png) If students have more specific questions, automation can also be used to inform prospects about agents’ availability and send them to the most appropriate agent. With the basic questions answered, agents have more time to respond to those prospects who require personal attention. #### How to Increase Student Enrollment: Give Students the Information They Need and Prompt a Decision with Targeted Broadcasts Once prospects receive information on a course, they often need time to think about it and weigh their options. If you’ve connected with them over chat, you can send them [targeted broadcasts](https://respond.io/blog/whatsapp-broadcast) so you’ll stay top of mind. Segment students into groups based on course interests, stage in the application process, or location. For example, if you travel to education fairs, send broadcasts to students when you’re coming to a fair in their area. Send deadline reminders and offer limited-time promotions to encourage students to complete their application. Remember to include a clear CTA for prospects to reply to the broadcast so you can continue chatting with them. One of our customers, an education placement service, saw a [95% increase in lead conversions](https://respond.io/customers/how-qobolak-used-broadcasts-to-double-student-lead-conversions) in eight months after using targeted WhatsApp broadcasts. #### How to Increase Student Enrollment: Ensure Quality Conversations by Monitoring in Real-Time For prospects who are serious about enrolling, conversations with recruitment agents or enrollment advisors are vital to a decision, so it’s important to monitor for quality and to ensure agents are following up in time. With a conversation management platform like respond.io, managers have a full view of the conversations happening and the time it’s taking to respond. If a student asked about a trial class more than 24 hours ago, a manager may want to step in and remind the agent to reply. Additionally, if the agent is struggling to answer certain questions, for example, on complex visa issues or handling special learning needs, managers can offer advice to agents in [private comments](https://help.respond.io/l/en/workflows/step-add-comment) or agents can request help. #### How to Increase Student Enrollment: Keep Conversations Consistent across Channels Prospects often message a business from more than one channel across the course of their customer journey. For example, a student sees a [click-to-WhatsApp ad](https://respond.io/blog/whatsapp-ads#toc-mobile-7) on Facebook and starts a conversation. They take some time considering options and then go back to your Facebook page. This time, they send a message through Facebook Messenger. It’s important to recognize this as the same person to provide them a consistent experience. You’ll want to know what information they’ve received already and what they’re interested in. If they’ve had a conversation with a human agent before, they may want to speak with the same person. ![icons%20illustrating%20the%20three%20benefits%20of%20omnichannel%20student%20communication%20for%20how%20to%20increase%20student%20enrollment](https://images.ctfassets.net/ph8r57dk1q9w/LoW2OJJVhrB9AR1LzCbbb/d303a246f9405bfe7f15a7fbd5a36be1/linkedin-newsletter-14-image-2-1_e397558beb2d9754ee6c705597a17214.jpg) The best way to do this is with an [omnichannel inbox](https://respond.io/blog/omnichannel-communication#toc-mobile-2). That way, no matter what channel a message comes in on, it will go to a single place so the entire conversation can be seen in context. Any agent will be able to see it and continue, or it can be assigned to the same agent who handled it before. Assigning students to same agent for the whole process will strengthen your relationship with them and may encourage them to make a decision. Prospective students appreciate personalized advice from an agent who understands their requirements. ### Start Building Relationships with Prospective Students Now Make your business stand out in the education recruitment process by continuous engagement with students. When prospects get the information they need, timely follow-ups and advisors who care, student enrollment will increase. To engage with high volumes of messages instantly, follow up consistently and maintain high quality messaging, it’s best to use a conversation management platform like respond.io. Our customers have [doubled student enrollment](https://respond.io/customers/dalilk-academy-doubles-student-intake) by using these tactics. See the benefits for yourself by signing up for a free trial of [respond.io](http://respond.io/) or contact us for a [customized demo](https://respond.io/demo) today. ### Further Reading For more tips on how to boost your education business with conversational marketing and sales, check out these other articles. - Chatbot for Education: Benefits, Challenges and Opportunities - WhatsApp for Education: Enhanced Engagement for Maximum Results - WhatsApp Appointment Booking: Make Bookings a Breeze ## [How to Merge Contacts: A Complete Guide ](https:/respond.io/blog/merge-contacts) Struggling to handle duplicate Contacts? Here's all you need to know about Contact Merge, a handy tool that consolidates Contacts and their Conversations across Channels. Seeing double Contacts where only one should exist? It’s not your vision that’s the issue — you just have a case of duplicate Contacts. Avoid unnecessary trips to the optometrist with Contact Merge. We’ll show you how to merge Contacts and their Conversations for a holistic view of customers in your Workspace. We will also explain how duplicate Contacts occur and best practices to adopt when merging them. ### Contact Merge: Addressing Duplicate Contacts First, let’s talk about Contact duplication. To understand the value of the Contact Merge tool, you need to know how duplicate profiles are created and noticed on respond.io, as well as why companies should merge Contacts. #### A Common Cause of Contact Duplication A major competitive advantage of respond.io is that it connects businesses with customers on any Channel. Each first incoming message from a Channel — be it email, web chat or messaging app — creates a new Contact as a practical way to build a Contact list. ![ALT%3A%20This%20image%20shows%20how%20each%20first%20incoming%20message%20from%20a%20Channel%20%u2014%20be%20it%20email%2C%20web%20chat%20or%20messaging%20app%20%u2014%20creates%20a%20new%20Contact.%20This%20is%20an%20easy%20and%20practical%20way%20to%20build%20a%20Contact%20list%20for%20business%20use.%0A](https://images.ctfassets.net/ph8r57dk1q9w/3tpNA4Lc8a0z8937U7Sy0r/06ac61bf6605f17096fef8cd80b57f55/Untitled_53570cfecb87010e6b9f7334d6037d61.png) There are a few reasons why Contacts would reach out on different Channels. For one, impatient Contacts will message a business on a few Channels at the same time, hoping that one has quicker responses. They could also initiate conversations on different Channels over time according to convenience. Perhaps they prefer using WhatsApp when on mobile and web chat when on desktop. This would result in separate Contact profiles. #### Duplicate Contacts Detected by Repeat Email Address or Phone Number Use So, how does respond.io recognize Contact duplication? The platform treats phone numbers and email addresses as unique. Repeat use of either alerts the platform of overlapping key properties between two profiles. ![This%20is%20an%20image%20of%20how%20Contact%20duplication%20is%20detected%20by%20respond.io.%20The%20platform%20treats%20phone%20numbers%20and%20email%20addresses%20as%20unique.%20Repeat%20use%20of%20either%20alerts%20the%20platform%20of%20overlapping%20key%20properties%20between%20two%20profiles.](https://images.ctfassets.net/ph8r57dk1q9w/2lCp3rgKkUtoVQOryNH5hN/cbd3628073bad6f77d641f2bb8de611b/ContactMergeScreenshot01_83735eac8fd41123f41adc9b0518bcfc.png) Let’s say a Contact reaches out to a business on WhatsApp and Telegram. If both Channels are registered to the same phone number, respond.io will detect the coinciding Contact properties. #### The Trouble with Duplicate Contacts This brings us to the next question: Why should you merge duplicate Contacts? There are a couple of reasons why you may not want Contact duplication to go unchecked. ![This%20is%20an%20image%20depicting%20the%20issues%20that%20are%20raised%20when%20duplicate%20Contacts%20are%20not%20handled.%20They%20include%20an%20inefficient%20use%20of%20resources%20and%20the%20increased%20risk%20of%20spamming%20them%20by%20sending%20a%20Contact%20the%20same%20message%20or%20broadcast%20multiple%20times.%20Businesses%20should%20merge%20these%20profiles%20if%20they%20are%20the%20same%20person%20to%20facilitate%20better%20user%20and%20customer%20experiences.](https://images.ctfassets.net/ph8r57dk1q9w/5MKgPd6Q0u4qJXFzbQgMq0/6a0d3beaec8b8d8bbc07cb52982ce82c/ContactMergeImage01_36447d90e4c387a22d4be0618a5e64cc.png) Firstly, interacting with duplicate Contacts is an inefficient use of resources. Let’s say a customer enquires about a sales promotion on both WhatsApp and Telegram. Addressing the same customer afresh on each Channel would cost you time and manpower. If the profiles were merged, you would immediately notice they had asked the same question twice. Letting them know you received both messages and replying them just once indicates a high level of attention to customer handling. Another potential downside of duplicate Contacts is the increased risk of inadvertently spamming them. For instance, sending the same broadcast to a Contact multiple times could get you reported for spam, which lowers your [quality rating](https://respond.io/blog/whatsapp-business-api#toc-mobile-14) on Channels like WhatsApp. ### Elegant Contact Merge Solutions with Respond.io Contact management is a valuable piece of the operations jigsaw for most businesses. While many platforms allow users to merge contacts, the unique way respond.io approaches Contact merging has several advantages. ![This%20is%20an%20image%20citing%20the%20three%20benefits%20of%20the%20unique%20way%20respond.io%20allows%20users%20to%20handle%20Contact%20merging.%20These%20include%20prompting%20merge%20suggestions%2C%20consolidating%20conversations%20across%20Channels%20for%20both%20profiles%20and%20retaining%20Contact%20data%20such%20as%20properties%20and%20all%20Channel%20connections%20for%20both%20Contacts%20after%20merging.](https://images.ctfassets.net/ph8r57dk1q9w/6U1abShibkRMvUeDGMRcGc/424cba36216c63a5bf18cebaedfc8794/ContactMergeImage02_1153bd4bae18893c4e6f00352766238a.png) Let’s briefly explore some of these merits. #### Contact Merge: Prompts Suggestions to Merge Contacts Most platforms require users to manually search for or discover duplicate contacts themselves. In contrast, respond.io does the heavy lifting by alerting platform users about duplicate Contacts and prompting merges. #### Contact Merge: Merges Conversations Across Channels Contact Merge not only merges duplicate Contacts and their properties but also consolidates all Channels, Messages, Events and Comments associated with both in a single profile. ![This%20is%20an%20image%20of%20how%20all%20conversations%20on%20any%20Channel%20linked%20to%20the%20Contacts%20are%20also%20consolidated%20during%20a%20Contact%20merge.%20These%20conversations%20will%20then%20be%20displayed%20in%20chronological%20order%20on%20a%20scrollable%20interface%20in%20the%20messaging%20console.](https://images.ctfassets.net/ph8r57dk1q9w/274mrZ9sopbADUJ9jJMrYR/0baf28ac26fbcbcd1e097cb2e10eec28/Untitled1_a06fdb91a4a079d6d9f098679aca2e5d.png) Conversations across Channels are then displayed in chronological order on a seamless, scrollable interface in the messaging console. This creates a comprehensive overview of the Contact and all their interactions with a business. #### Contact Merge: Retains Contact Data After Merging Instead of only saving a single property per field and automatically deleting other data, respond.io retains the properties and Channel connections for both Contact profiles when merging. ![This%20is%20an%20image%20showing%20how%20respond.io%20retains%20all%20Channels%20linked%20to%20both%20Contact%20profiles%20after%20they%20are%20consolidated.%20The%20Channels%20can%20be%20accessed%20in%20the%20Channel%20Selector%20of%20the%20messaging%20console%20in%20the%20Messages%20Module.](https://images.ctfassets.net/ph8r57dk1q9w/67UmIux3ynSmflSt2Qoykw/e7b0881087139cc0bc2f9cbba3be2c0e/Untitled2_3645a6554910ad4f4b7190a99f0c4e0c.png) You can choose which Channel to message Contacts on from the Channel Selector in the message composer. Now that you’re up to speed on why you should merge duplicate Contacts, here is a rundown on the various methods to merge Contacts on the platform. ### How to Merge Contacts on Respond.io Contact merging can be done in certain modules by Users with the relevant [access levels](https://help.respond.io/workspace-settings/users#managing_user_roles_and_access). You can merge multiple Contacts together, but only two profiles at a time. ![This%20is%20an%20image%20of%20the%20platform%20modules%20and%20users%20that%20can%20merge%20duplicate%20Contacts.%20According%20to%20their%20access%20levels%2C%20Users%20can%20verify%20the%20identity%20of%20duplicate%20profiles%20and%20merge%20duplicate%20Contacts%20once%20they%20are%20sure%20both%20profiles%20belong%20to%20the%20same%20person.%20While%20multiple%20Contacts%20can%20ultimately%20be%20merged%20into%20a%20single%20profile%2C%20combining%20all%20their%20Channels%20and%20conversations%2C%20only%20two%20profiles%20can%20be%20merged%20at%20a%20time.](https://images.ctfassets.net/ph8r57dk1q9w/2bj96EspO0t3b53PmGlbM5/29a3c52d3fa6bbad5dba9ba7df7ec7fc/ContactMergeImage03_d8c87edab167fa82e4ca1ff7c59129fb.png) Read on to learn how to merge Contacts in the different modules. #### Agents: Merge Contacts in the Messages Module Agents are typically the first in line to attend to Contacts who reach out. If duplicated Contact properties are detected during an [inbound conversation](https://respond.io/blog/inbound-conversations), the platform will prompt Agents about a merge opportunity. ![This%20is%20an%20image%20showing%20how%20merge%20suggestions%20are%20prompted%20when%20duplicate%20properties%20such%20as%20phone%20numbers%20or%20email%20addresses%20are%20detected%20during%20inbound%20conversations.%20An%20indicator%20will%20appear%20in%20the%20Channels%20tab%20of%20a%20Contact%27s%20profile%2C%20alerting%20Agents%20of%20a%20merge%20suggestion.%20Agents%20can%20verify%20if%20the%20duplicate%20profiles%20belong%20to%20the%20same%20person%20and%20then%20consolidate%20them.](https://images.ctfassets.net/ph8r57dk1q9w/5YfTKPbqDcOuvsWBP8OLGY/01a653c9720743e7834c2fc0a1f21fa4/Untitled3_8a7a03d594de9840b0967f77bc738f6f.png) A merge suggestion will be indicated in the Channels tab of the Contact’s profile in the Messages Module. Agents can examine the validity of the merge suggestion and proceed with the merge if the Contacts are indeed duplicates. ![This%20GIF%20shows%20how%20Agents%20can%20merge%20duplicate%20Contacts%20in%20the%20Messages%20Module%20during%20inbound%20conversations.%20A%20merge%20suggestion%20will%20be%20indicated%20in%20the%20Channels%20tab%20of%20the%20Contact%u2019s%20profile%20in%20the%20Messages%20Module.%20Agents%20can%20examine%20the%20validity%20of%20the%20merge%20suggestion%20and%20proceed%20with%20the%20merge%20if%20the%20Contacts%20are%20indeed%20duplicates.](https://images.ctfassets.net/ph8r57dk1q9w/6P6KSvkMFhhDH3qQQrC1Pt/9121c8058fcf0896e5627583ae626f7c/ContactMergeGIF01_3712ed797e81f37f0f1d6b95ddd5e4a5.gif) ##### 1\. **Navigate to Merge Suggestions** In the Channels tab, scroll down to the bottom of the connected Channels list until you come to the Merge Suggestions section. ##### 2\. **Verify the duplicate profiles** Click on the suggested profile and ensure this is a duplicated Contact. If both profiles belong to the same Contact, initiate the merge by clicking on the Merge icon next to the duplicate profile. ##### 3\. **Select key Contact properties** Click on the relevant buttons to affirm which key properties you would like to save as the default if they differ in both profiles. For instance, if each profile has a different email address, choose which would be the main email for the Contact. ##### 4\. **Click on Merge Contact** Confirm the merge by clicking on the Merge Contact button. #### Owners or Managers: Merge Contacts at the Dashboard Not all businesses want Agents taking on the responsibility of merging Contacts. Workspace Owners or Managers who prefer to handle merges themselves can do so any time at the Dashboard. ![This%20is%20a%20GIF%20showing%20how%20Owners%20and%20Managers%20can%20merge%20duplicate%20Contacts%20on%20the%20Dashboard.%20Some%20businesses%20may%20not%20want%20Agents%20taking%20on%20the%20responsibility%20of%20merging%20Contacts.%20Workspace%20Owners%20or%20Managers%20who%20want%20to%20handle%20merges%20themselves%20can%20do%20so%20any%20time%20at%20the%20Dashboard.](https://images.ctfassets.net/ph8r57dk1q9w/4Dwn6BXcrqzKGy1J0rAP9N/e1bc61bb8623fbb3d93f231c73768251/ContactMergeGIF02_8be4a5a9ab84414119de0aa54f5a43bd.gif) ##### 1\. **Navigate to Merge Suggestions** Scroll down the Dashboard to the Merge Suggestions section to see if there are any prompted merges. ##### 2\. **Verify the duplicate profiles** Click on the suggested profiles and ensure these are duplicate Contacts. If both profiles belong to the same Contact, initiate the merge by clicking on the Merge icon next to the duplicate profiles. ##### 3\. **Select key Contact properties** Click on the relevant buttons to affirm which key properties you would like to save as the default if they differ in both profiles. For instance, if each profile has a different email address, choose the main email for the Contact. ##### 4\. **Click on Merge Contact** Confirm the merge by clicking on the Merge Contact button. #### Owners or Managers: Merge Contacts via the Contacts Module In certain situations, Owners or Managers may know of duplicate profiles that don’t share any key identifiers. This could occur if a Contact alternates between their work and personal phone numbers or email addresses while chatting with a business over time, for example. ![This%20is%20an%20image%20of%20how%20duplicate%20Contacts%20profiles%20that%20don%27t%20share%20phone%20numbers%20or%20email%20addresses%20might%20exist%20in%20a%20business%27%20Contact%20list.%20Workspace%20Owners%20and%20Managers%20should%20only%20consolidate%20these%20profiles%20if%20they%20are%20absolutely%20certain%20that%20they%20belong%20to%20the%20same%20Contact.%20If%20there%20are%20any%20doubts%20at%20all%20about%20their%20identities%2C%20they%20should%20be%20retained%20as%20separate%20profiles.](https://images.ctfassets.net/ph8r57dk1q9w/6QNFsJ76K3Pq4d5PC4qCJV/85790d683bdfaa589e433b5d7245eb00/ContactsModuleDraft2_bff7cdf492df046f819fa39d52fbebd2.png) As there will not be any prompts for a Contact merge in this instance, you would have to seek out these duplicate Contacts yourself. Verify beyond doubt that they are indeed the same person. Only then should you proceed with the merge. ![This%20is%20an%20image%20of%20how%20Owners%20and%20Managers%20can%20consolidate%20duplicate%20Contacts%20without%20prompted%20merge%20suggestions%20in%20the%20Contacts%20Modules.%20In%20certain%20situations%2C%20Owners%20or%20Managers%20may%20know%20of%20duplicate%20profiles%20that%20don%u2019t%20share%20any%20key%20identifiers.%20This%20could%20occur%20if%20a%20Contact%20alternates%20between%20their%20work%20and%20personal%20phone%20numbers%20or%20email%20addresses%20while%20chatting%20with%20a%20business%20over%20time%2C%20for%20example.%20Merging%20contacts%20should%20only%20be%20done%20after%20verifying%20their%20identities.](https://images.ctfassets.net/ph8r57dk1q9w/opMFOXczxrNJZpbJV5NqW/aea60fe950ee2d459e23e81f7c2748b3/ContactMergeGIF03_4b6a3b6fa02aa9f529cbe0e0a339086b.gif) ##### 1\. **Select the profiles you would like to merge** Click on the checkboxes next to the two profiles in the Contacts row. If the Contact has a third duplicate profile, it can be attended to after performing the first merge. ##### 2\. **Click on Merge** The Merge button will appear at the top of the column header. Click on it to initiate the merge. ##### 3\. **Select key Contact properties** Click on the relevant buttons to affirm which key properties you would like to save as the default if they differ in both profiles. For instance, if each profile has a different email address, choose the main email for the Contact. ##### 4\. **Click on Merge Contact** Confirm the merge by clicking on the Merge Contact button. As you can see, these are straightforward processes to merge Contacts. That said, there are some good habits Users can practice. ### Best Practices to Merge Contacts Efficiently This set of best practices comprises two main components. The first tackles how to build comprehensive Contact profiles to prompt merge suggestions if a duplicate Contact is detected and the second ensures accuracy when merging Contacts. ![This%20image%20shows%20the%20two%20best%20practices%20to%20keep%20in%20mind%20when%20merging%20Contacts.%20These%20include%20making%20Contact%20properties%20collection%20a%20key%20part%20of%20your%20data%20enrichment%20process%20with%20new%20Contacts%20and%20verifying%20duplicate%20Contact%20identities%20thoroughly%20before%20proceeding%20to%20merge%20them.](https://images.ctfassets.net/ph8r57dk1q9w/2wHopTLVqIQ4IrkWQXwNaO/799073bdca3a4aae29f1b5d56367d57e/ContactMergeImage04_481b5f3c4d34a272882028541bb77da7.png) Let’s look at the proactive collection of Contact details and how it contributes to effective Contact management. #### Collect Contact Properties Upfront Not all messaging channels are tied to a phone number or email address as [different channels require different forms of identification](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#toc-mobile-10). Without these key identifiers, the platform cannot detect duplicate Contacts. Obtaining these details upfront allows businesses to build complete Contact profiles and chat with Contacts after messaging windows have closed. For instance, only Contacts can reopen conversations on WeChat while WhatsApp charges [new conversation fees](https://respond.io/blog/whatsapp-business-api-pricing) for messages sent outside the [24-hour window](https://respond.io/blog/whatsapp-business-api#toc-mobile-10). To continue conversations without these restrictions, you need an alternative Channel such as email. ![This%20is%20an%20image%20showing%20how%20businesses%20can%20collect%20Contact%20details%20such%20as%20phone%20numbers%20and%20email%20addresses%20upfront%20through%20a%20pre-chat%20form%20with%20mandatory%20contact%20fields%20on%20their%20web%20chat%20widget.%20This%20will%20help%20them%20to%20build%20complete%20Contact%20profiles%20and%20avoid%20duplicate%20profiles%20going%20unnoticed%2C%20as%20well%20as%20chat%20with%20Contacts%20after%20messaging%20windows%20have%20closed.](https://images.ctfassets.net/ph8r57dk1q9w/51xin2sfoHTPgNyLoczFP/cc86c69fb7effb04b03c1ed4e6505564/Untitled5_2771c2564b119542ef614c6f6e964a95.png) The first way to collect these properties is with a pre-chat form on your web chat widget. Before Contacts start chatting with you on web chat, have them fill out a pre-chat form with mandatory contact fields. Decide which fields, such as phone numbers or emails, are best suited for data capturing. This depends on your use cases or the [preferred messaging apps in your country](https://respond.io/blog/top-messaging-apps). ![This%20is%20an%20image%20of%20how%20the%20Ask%20a%20Question%20step%20in%20Workflows%20can%20be%20used%20to%20collect%20Contacts%27%20key%20identifiers%20such%20as%20email%20addresses%20or%20phone%20numbers.%20This%20step%20could%20be%20implemented%20as%20a%20best%20practice%20and%20part%20of%20a%20business%27%20data%20enrichment%20exercise%20during%20any%20inbound%20conversation.](https://images.ctfassets.net/ph8r57dk1q9w/4njLpHLhLgUyd4EvvCATuh/a1ebf0a13aa79169777c092db26af568/Untitled7_3df24c41f11fa9cdd530504bdd002eb6.png) Another way to obtain key Contact properties is through the [Ask a Question step in Workflows](https://respond.io/blog/question-bot). Set up an Ask a Question step that requires a phone number or email address input as part of your [data enrichment](https://respond.io/blog/inbound-conversations#toc-mobile-4) exercise during inbound conversations. #### Verify Contact Identities Before merging duplicate Contacts, vet their details thoroughly to make sure that they are indeed two profiles of the same person. To decide if you need to merge the Contacts, do the below: - Double-check the Contact name - Check other identifiers, such as email addresses, phone numbers and identities in connected Channels - Check conversation history in the Messages Module, including interactions on other connected Channels to determine from their issues or tone if they are the same person ![This%20is%20an%20image%20depicting%20how%20you%20can%20have%20a%20holistic%20view%20of%20customer%20interactions%20across%20Channels%20if%20duplicate%20profiles%20are%20consolidated.%20In%20the%20example%20shown%20in%20this%20image%2C%20businesses%20have%20access%20to%20prior%20Conversation%20contexts%20and%20are%20familiar%20with%20their%20customers%20thanks%20to%20the%20consolidated%20conversation%20history.](https://images.ctfassets.net/ph8r57dk1q9w/3qtRLfYmY9lFlAsv0oWDag/9343850dbab8ea8ad74fe5fd026107bb/ContactMergePlatformImage_9492d0dfb532c159524a50e560a03f29.png) Should there be are any inconsistencies in a duplicate Contact’s profile, add a comment to check their identity the next time they get in touch. Then verify their details and obtain a preferred email or phone number to be used as the platform default. If there is sufficient evidence that both profiles belong to the same Contact, proceed with the merge. Do not merge Contacts if you have any doubts about their identities. In case two different Contacts are wrongly merged, we’ve got you covered. ### Contact Merge: Unmerging a Contact Mistakes happen to the best of us, and we’re prepared for such a scenario. Fret not if you accidentally merged two different Contact profiles. #### How to Unmerge Contacts First, make sure you have an unavoidable reason for unmerging, such as the merged profile comprises two different Contacts. ![This%20is%20a%20GIF%20showing%20how%20to%20unmerge%20Contacts%20on%20respond.io%20using%20the%20Contacts%20Module.%20Unmerging%20has%20to%20be%20done%20by%20Owners%20or%20Managers%20as%20only%20they%20have%20access%20to%20the%20Contacts%20Module.%20Also%2C%20do%20note%20that%20any%20Conversations%20that%20took%20place%20while%20the%20profiles%20were%20merged%20will%20be%20retained%20in%20the%20conversation%20history%20of%20just%20one%20profile.](https://images.ctfassets.net/ph8r57dk1q9w/1ZhbOaO9XHLFyBdgK7DtHx/44a8bd65af0d2674220008afef01d2a8/ContactMergeGIF05_9a089028d9c172ee65667be0d8b7e564.gif) ##### 1\. Identify the Contact Find the profile you wish to unmerge in the Contacts Module. ##### 2\. Initiate Contact unmerge At the far end of the Contact’s row, click on the three dots to open the Actions Menu and select Unmerge Contact. ##### 3\. Unmerge the Contact A dialog box will open to display the two merged Contact profiles with their names, IDs and connected channels. Select the profile to be unmerged and click the Unmerge button at the bottom. The profiles will immediately be unmerged. Unmerging has to be done by Owners or Managers as only they have access to the Contacts Module. Also, do note that any Conversations that took place while the profiles were merged will be retained in the conversation history of just one profile. Efficient Contact management is a point of pride on respond.io, reflected in the way it alerts Users about duplicate Contacts, prompts merges and offers flexibility in deciding who can merge Contacts. Keep an eye out for more improvements to the Contact Merge tool. ### Further Reading Interested in learning how else respond.io can solve your business problems? Check out these articles: - Most Popular Messaging Apps: Top Messaging Apps 2021 - Slack Notification: Creating a Slack Incoming Webhook - Ask a Question: A How-To Guide ## [How To Migrate A LINE@ Account To A LINE Official Account](https:/respond.io/blog/migrate-from-line-at-to-line-official-account) If you're like us, you recently starting getting a notification in your LINE@ manager asking you to migrate to a LINE Official Account (LINE OA). At first, we were puzzled by this as in the past LINE Official Accounts were only for large corporations, and they were expensive. If you're like us, you recently starting getting a notification in your [LINE@ manager](https://manager.line.biz/) asking you to migrate to a LINE Official Account (LINE OA). At first, we were puzzled by this as in the past LINE Official Accounts were only for large corporations, and they were expensive. ![Screenshot%20of%20LINE@%20to%20LINE%20Official%20Account%20%28LINE%20OA%29%20Migration%20Notice](https://images.ctfassets.net/ph8r57dk1q9w/7AnJGu2f9hPKtxljuqZZvE/6360674f82faa694c8cdcbf5b3201d05/MigrationNotice_3ba5d7b01a7a39f8be71ebeceae9f59a.png) We've done some research on this and LINE is trying to move everyone to a single platform. To allow this they've created a Free plan on LINE Official Accounts just like they had on LINE@ accounts. The notice states that all LINE@ accounts will automatically be migrated on August 19th, 2019. But if you're interested in migrating sooner this guide will show you how. ### What Changes When I Migrate To A LINE Official Account? It seems like everything is pretty much staying the same, you'll get a better interface with your new LINE Official Account that has a little more capability, a few features were deprecated, new features were added and the pricing has changed a little. #### LINE Official Account Pricing The pricing for LINE OA, as LINE calls it, has changed a little bit from the LINE@ pricing. ![This%20table%20shows%20LINE%20Official%20Account%20Pricing%2C%20LINE%20OA%20Pricing](https://images.ctfassets.net/ph8r57dk1q9w/6Mk7bSwB8OJN4ffpy7BJBW/91abc0dd1ca8ecab031b149649d39b09/LINEOAPricing_f5a2b9da7e40c2f7227dd45d569de8f6.png) **The Free Plan** has no monthly fee, includes unlimited timeline posts, but only allows 500 broadcast messages to be sent. This is somewhat of a downgrade because the LINE@ free plan allowed you to send 1,000 broadcast messages. The free plan does not allow you to add any additional broadcast messages, for that you'll need to upgrade. **The Light Plan** costs $50 USD per month, includes 15,000 broadcast messages and allows you to pay for additional broadcast messages for 5¢, **The Standard Plan** costs $150 USD per month, includes 45,000 broadcast messages and charges 3¢ for everything additional broadcast message you send. #### LINE Official Account Plan Availability By Country For the past few years, LINE has been [focused on growing market share and developing features for its key markets in Japan, Taiwan, Indonesia & Thailand.](https://rocketbots.io/blog/the-ultimate-guide-to-line-for-business/) This has created some difference in the plans that are available to you and how they work, depending on the country you're located in. In the European Union, the United States & Singapore only the free LINE OA plan is available. In all other countries, both free and paid plans are available. If you're located in Japan, Taiwan, or Indonesia, you will be billed in your local currency. Otherwise, you'll be charged in USD. #### Features Removed When Migrating To A LINE Official Account LINE has announced they will remove the following features in the new platform: - Statistics in Home - Draft message send by uploaded csv file - Default sticker - Lottery written in Old CMS (written, sent) - Rich menu - link settings: keyword deletion - 1:1 talk search menu - 1:1 talk history - Push notification setting when added as a friend - Research Page - will re-open after the summer of this year ### Steps to Migrate a LINE@ Account To a LINE OA Once you press the notice to migrate in the LINE@ Content Manager you'll be issued some additional information about the migration and prompted to press the *Select a new plan* button. ![When%20migrating%20from%20a%20LINE@%20account%20to%20a%20LINE%20Official%20Account%20%28LINE%20OA%29%20you%20will%20be%20prompted%20to%20start%20the%20migration%20by%20selecting%20a%20new%20plan.](https://images.ctfassets.net/ph8r57dk1q9w/3o33tZgiAiYaaUI9CSrQII/baddd556d511b59d3a114c79fa856ead/SelectNewPlanButton_4bfce1267de5d88d622707804534ea42.png) Once you press select a new plan, you'll be presented with another notice regarding the migration terms. You'll need to accept the terms of service for a LINE OA and you'll be informed that the migration cannot be cancelled or reverted back to a LINE@ account. ![Once%20you%20press%20select%20a%20new%20plan%2C%20you%27ll%20be%20presented%20with%20another%20notice%20regarding%20the%20migration%20terms.%20You%27ll%20need%20to%20accept%20the%20terms%20of%20service%20for%20a%20LINE%20OA%20and%20you%27ll%20be%20informed%20that%20the%20migration%20cannot%20be%20cancelled%20or%20reverted%20back%20to%20a%20LINE@%20account.](https://images.ctfassets.net/ph8r57dk1q9w/3GjTPtRFWeJQgO20G6WdRT/7092562a3ead6386947ffe7b0a6c7f45/MigrationTerms_f3c57094e59eb7ce13783fb3af8213d9.png) Once, you've pressed migrate the migration will begin. And you'll receive a notification in the LINE app explaining your account has been migrated successfully. Then you'll be prompted to download the LINE Official Account app. ### Further Reading If you liked this post and want to learn more about using LINE for Business don't hesitate to read our [Ultimate Guide To LINE Official Accounts for Business](https://rocketbots.io/blog/the-ultimate-guide-to-line-for-business/). ## [How to Open a TikTok Shop in 5 Easy Steps ](https:/respond.io/blog/how-to-open-a-tiktok-shop) Learn how you can open a TikTok Shop in 5 easy steps to maximize your potential sales. Want to know how to open a TikTok Shop and maximize your sales opportunities? You’ve come to the right place. In this blog, we’ll cover what a TikTok Shop is, why itshould sell on it, how to set up one and best practices. We’ll also show you thesuccesses businesses have had with TikTok Shop. ### What is TikTok Shop? TikTok Shop is a built-in shopping feature that allows brands and sellers to showcase their products directly on the TikTok platform. This feature integrates seamlessly with the user’s content consumption, allowing viewers to discover, browse, and purchase products without leaving the app. ### Why Sell on TikTok Shop? TikTok is a global sensation with over a billion active users, [especially popular among younger demographics](https://ojs.upsi.edu.my/index.php/MRJ/article/view/8785). TikTok Shop taps into the rising trend of social commerce, which is reshaping how people shop online. Traditional e-commerce methods are being disrupted by this new approach, where users are inspired to purchase based on viral trends, influencer endorsements and authentic content. It’s a huge opportunity to meet consumers where they already spend most of their time. ![Selling%20on%20TikTok%20Shop%20has%20a%20ton%20of%20advantages%20for%20businesses%20thanks%20to%20TikTok%27s%20user%20base%20and%20potential%20for%20viral%20sales.%20Then%20we%20can%20look%20at%20how%20to%20open%20a%20TikTok%20Shop](https://images.ctfassets.net/ph8r57dk1q9w/334GApoMx1v14PaeVRpf7P/2501f813019ae9409185ac4be9467339/how-to-open-a-tiktok-shop-image-1_23448804e5712a8ba88f8bceaeeecd93.jpg) With social commerce expected to [grow by over 30% annually](https://www.intelligentreach.com/news/ecommerce-news/social-commerce-set-to-grow-at-31-6-per-year-to-2030/), platforms like TikTok are becoming pivotal in shaping the future of online shopping. TikTok Shop is one of the leading forces behind this trend, giving brands the tools to combine entertainment with commerce and drive impulse buying directly through engaging content. #### Access to TikTok’s Large User Base TikTok has an enormous, highly engaged user base, with [Gen Z dominating its user base](https://www.emarketer.com/content/gen-z-leads-pack-on-snapchat-tiktok). This group is known for their affinity for discovering new products through social media and are more likely to make impulse purchases based on trends or influencer endorsements. This gives sellers on TikTok Shop direct access to millions of potential customers who are already primed to shop based on content they enjoy. #### Real-Time Interactions Through Livestream Shopping TikTok Shop enables businesses to host live shopping events, where sellers can engage directly with viewers in real-time. Livestream shopping combines entertainment and commerce, where brands can demonstrate products, answer questions, and offer limited-time promotions during the stream. This direct interaction helps encourages immediate purchasing decisions. #### Potential for Viral Sales TikTok’s algorithm gives businesses the chance to have the potential to reach massive audiences if their [content gains traction](https://www.nytimes.com/2021/12/05/business/media/tiktok-algorithm.html). Products showcased in engaging, creative ways can quickly go viral, driving exponential growth in sales. #### Market Trends Favoring TikTok Recent studies show that users are [spending more time on TikTok](https://datareportal.com/reports/digital-2024-deep-dive-the-time-we-spend-on-social-media) than any other social platform. With more eyes expected to be on the platform, businesses need to take advantage of this trend and solidify themselves as a solid choice in the market. If you’re still not convinced, here are [more reasons to use TikTok Shop](https://respond.io/blog/tiktok-advertising). Next, let’s learn how to open and start a TikTok Shop. ### How to Open a TikTok Shop? There are a few things you need to know before setting up a TikTok Shop account. Sellers need to provide proof of their business registration, including company licenses and tax identification numbers. ![You%20need%20a%20government%20issued%20ID%2C%20banking%20information%20and%20valid%20phone%20and%20email%20address%20if%20you%20want%20to%20know%20how%20to%20open%20a%20TikTok%20Shop](https://images.ctfassets.net/ph8r57dk1q9w/ORlH0kUWfbKZppKXEOP85/c6816ceb833fac1a2c98a4073f51773f/how-to-open-a-tiktok-shop-image-2_3aacfb58f3a0c12cb434dba20ea0b569.jpg) TikTok also requires sellers to have a verified business bank account, as this is where sales revenues will be deposited. Additionally, sellers must confirm that their products comply with TikTok’s selling policies, particularly regarding product categories and safety standards. #### How to Set Up a TikTok Shop Now, let’s learn how to open a TikTok Shop in 5 easy steps. **Step 1:** Sign in to your [local TikTok Seller Center](https://seller.tiktok.com/). **Step 2:** Select the Business Type, Shop Name and Product Category **Step 3:** Fill in and verify your personal information. You may need to submit identification, depending on the requirements for your region or country. **Step 4:** Fill in your business info including address, contact person name, postcode, phone number and return address. **Step 5:** Check the Terms and Conditions box and click *Start Your Business*. That’s it. You’re done. Once your business documents have been verified, you will need to link a bank account to your shop so you can get paid for purchases and process returns. Now that you know how to open a TikTok Shop, you can create your product listing and start selling. Next, let’s look at how you can make the most out of your shop. ### TikTok Shop Best Practices to Boost Sales If you’re setting up a shop, you want to make money. But setting up a shop isn’t enough. You need the right tactics to help you get started. ![Now%20that%20you%20know%20how%20to%20set%20up%20a%20TikTok%20Shop%20account%2C%20take%20a%20look%20at%20the%20best%20practices%20for%20set%20up%20a%20TikTok%20Shop](https://images.ctfassets.net/ph8r57dk1q9w/glcTQ2clPunSH6FLp9bu4/40eb09e895d5c9e1797aa1381fb1cf6b/how-to-open-a-tiktok-shop-image-3_d5382b0f260e6c24c44b8f3eba369a6d.jpg) In this section, we’ll explore simple tips you can easily implement to boost sales. Here are 3 best practices to get your sales growing. #### Create Engaging Product Listings Craft your [product listings](https://seller-us.tiktok.com/university/essay?knowledge_id=7073362639816491&default_language=en) around video content instead of relying on static images or text descriptions. It’s the format that resonates most with users. Focus on creating short, impactful videos that showcase the value of your products. This could include product demonstrations, user testimonials, or behind-the-scenes content that humanizes the brand. To further boost product appeal, jump on popular TikTok trends or challenges. > Lastly, remember to abide by [TikTok’s listing restrictions](https://seller-us.tiktok.com/university/essay?knowledge_id=7073362639816491&default_language=en) when creating a listing. Failure to do so might get your listing blocked or removed. #### Monitor Competition and Algorithm Changes TikTok’s algorithm constantly evolves, and sellers need to stay aware of changes that might affect product visibility. Regularly reviewing competitors' content can provide insights into what strategies are working, while keeping up-to-date with TikTok’s algorithm ensures that sellers are optimizing their content for maximum reach. #### Use Paid TikTok Ads to Boost Visibility TikTok’s advertising platform allows you to target specific demographics, interests, and behaviors, ensuring that your ads are shown to users most likely to buy your products. Retargeting is a powerful way to re-engage users who have viewed your videos or interacted with your product listings but haven’t made a purchase. TikTok Ads Manager lets you run retargeting campaigns to bring these users back to your TikTok Shop. If you’re still not sold on the value of TikTok Shop, let’s look at a brand that made it big. ### What Can Sellers Learn From Successful Brands on TikTok Shop? [Queen Cosmetics](https://ads.tiktok.com/business/en-US/inspiration/Queen-Cosmetics-drives-sales-with-TikTok-Shop?ab_version=control) used TikTok Shop to significantly increase its return on ad spend (ROAS) by combining organic content with paid ads. It also used [TikTok Shop Ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-shopping-ads-in-seller-center) and [Spark Ads](https://ads.tiktok.com/help/article/spark-ads) featuring high-performing videos to reach a larger audience and increase conversions. Their campaign achieved a **ROAS of 7.4x**, well above their initial target. With TikTok’s video shopping ads and optimized targeting, Queen Cosmetics saw an **84% reduction in cost per acquisition (CPA)**, increased video views and boosted sales. ### Supercharge Your TikTok Shop Sales with Business Messaging Setting up a TikTok Shop is just the beginning—turning viewers into buyers requires seamless customer engagement. While TikTok provides basic business tools, brands selling through chat across multiple platforms need advanced automation, analytics, security, and streamlined communication. As a trusted TikTok partner, respond.io equips businesses with the tools to manage inquiries efficiently and maximize conversions. #### Why TikTok Business Messaging is Essential for Your Shop Managing a high volume of messages from potential buyers? Respond.io simplifies TikTok conversations, helping businesses respond faster and convert interest into sales. Whether answering questions about products in your TikTok Shop or handling leads from TikTok Messaging Ads, businesses can engage customers at the right moment to drive more purchases. With TikTok Business Messaging integrated into respond.io’s omnichannel suite, you can manage TikTok chats alongside WhatsApp, Instagram, and more—all from a single, unified inbox. Currently in Beta and available in most regions except the U.S., EEA, Switzerland, and the U.K., TikTok Business Messaging enables brands to turn inquiries into transactions effortlessly. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you enjoyed reading these TikTok blogs and want to learn more, check out these articles: - 6 Eye-Catching TikTok Ad Examples Every Business Should Learn From - TikTok Ads: Harness TikTok Messaging Ads to Boost Sales - How to Sell on TikTok: Turn Scrolls into Sales with TikTok Shop and Beyond ## [How to Scale Chat Automation for Medium to Large B2C Teams](https:/respond.io/blog/chat-automation-for-scaling-b2c-businesses) For scaling B2C businesses, chat automation relies on AI Agents to manage intent, qualification, routing and revenue actions at scale. For many B2C businesses, instant messaging chats are where leads convert, bookings happen and revenue is won or lost. That shift creates a new reality: once chat volume grows across multiple agents, regions and campaigns, replying faster isn’t enough. Businesses need [a system that can manage conversations consistently](https://respond.io/blog/manychat-alternative), qualify leads automatically, route inquiries correctly and ensure nothing slips through the cracks. This guide breaks down what chat automation means, why traditional approaches stop working at scale, how AI Agents change the game and how to implement automation that holds up under real operational pressure. ### What chat automation means today (and why it has changed) Chat apps have become a primary entry point for [customer conversations in many B2C businesses](https://respond.io/blog/respondio-new-mobile-architecture-delivers-speed-and-stability-at-scale). Leads arrive through ads, existing customers follow up on purchases, and support requests land throughout the day. As usage increases, instant messaging channels like WhatsApp stop behaving like a simple messaging channel and start functioning as an operational system. This shift is most visible in medium to large B2C businesses managing chats across multiple agents, regions or campaigns. Conversation volume rises quickly, response times begin to affect conversion and missed follow-ups turn into lost revenue. At that stage, chat automation means: - Understanding free-text customer intent across high-volume conversations - Making decisions in real time (qualification, routing, prioritisation) - Taking actions that affect revenue and operations - Doing all of this inside a system, not in isolated tools This is why modern chat automation has moved beyond scripts and decision trees toward [AI Agents](https://respond.io/blog/how-respondio-ai-agents-work). Instead of forcing conversations into predefined paths, AI Agents are designed to handle variability, maintain context and act across systems. That evolution didn’t happen in isolation. It reflects the limits of earlier automation approaches once instant messaging channels become high-volume and revenue-linked. The more instant messaging becomes tied to revenue, the more these expectations become non-negotiable. And that’s also where many businesses start running into the limits of traditional automation. ### Why traditional chat automation no longer works As your traffic grows, operational weaknesses become easier to spot. Messages arrive faster than agents can respond. Conversations overlap across shifts. Follow-ups depend on individual memory rather than system logic. Managers struggle to understand what’s happening in the inbox beyond surface metrics. Teams relying on native chat app tools, basic chatbots or disconnected workflows typically encounter the same constraints: - Leads are delayed or missed during peak periods or outside business hours - Qualification varies across agents and conversations - Follow-ups are inconsistent because timing and context aren’t tracked - Reporting lacks attribution and operational detail - Fixes increase complexity instead of reducing it These problems stem from a common assumption: that conversations can be handled through predictable flows. In reality, business chats are free-form. Customers change topics, return days later, and ask questions that don’t fit neatly into predefined options. Rule-based chatbots struggle as soon as users go off script. Workflows can execute tasks, but they depend on clear inputs and conditions. As conversation volume increases, the logic required to cover every scenario becomes difficult to maintain. When this happens, businesses still have automation in place, but it no longer behaves reliably. That’s why the next step is understanding the different types of automation available and what each one can realistically handle at scale. ### AI agents vs workflows vs traditional chatbots Chatbots, workflows and AI Agents are often grouped together as “automation,” but they serve different purposes when used at scale. | Requirement at scale | Chatbots | Workflows | AI Agents | | --- | --- | --- | --- | | Handle free-text intent | ❌ | ❌ | ✅ | | Adapt questions dynamically | ❌ | ❌ | ✅ | | Route based on intent and context | ❌ | Limited | ✅ | | Trigger downstream actions | ❌ | ✅ | ✅ | | Operate across inbox and CRM | ❌ | ✅ | ✅ | Traditional chatbots depend on keyword matching and predefined options, which limits their usefulness once conversations become unpredictable. Workflows are effective for executing structured logic but depend on accurate inputs and clearly defined paths. AI Agents fill the gap between the two. They act as a decision layer inside the inbox, interpreting intent from natural language, selecting the appropriate next step, triggering actions without requiring rigid flows and retrieving live data from external systems via API calls. Workflows still play an important role, but they work best when AI Agents determine when and how they should run. Once businesses adopt AI Agents, automation becomes more flexible. However, flexibility alone isn’t enough. What matters most is what AI Agents can automate reliably in real customer conversations. ### What AI agents can automate in chats ![](https://images.ctfassets.net/ph8r57dk1q9w/4Mr9NPOB3pksOxAGYK4oTo/9d7d85da604ce2c4b162ff460ff13f36/Chat_Automation_-_Image_1.png) When choosing what your AI Agents should automate, consider the chat automation matrix below. AI Agents work best when the interaction with customers requires technical processes or providing answers they can source from their knowledge sources. Most importantly, AI Agents shine when the cost of being wrong is low. However, when this cost becomes higher (i.e. managing VIP clients) or they are more prone to failure (giving solutions to complex issues), you should support them with human agents. Here are some examples of what AI Agents can do best, with or without help from human agents. #### Understand and respond to customer intent AI Agents follow conversations over time, even when customers change topics or return later. This requires a shared inbox where context is preserved across agents and sessions, rather than isolated chat histories. **Backend requirement:** Shared inbox with conversation memory #### Qualify leads and collect structured information Reliable qualification depends on storing and updating information as conversations progress. For leads arriving from click-to-chat ads, AI Agents automatically receive campaign metadata—such as platform, campaign name and ad details—enabling campaign-aware qualification from the first message. Respond.io allows AI Agents to update contact fields and [lifecycle stages](https://respond.io/blog/customer-lifecycle-management-software) in real time, ensuring information remains available beyond a single interaction. **Backend requirement:** Contact module with lifecycle tracking #### Route conversations correctly Routing decisions depend on intent, language, region, agent availability, workload and—for leads from messaging ads—campaign source. This level of routing requires inbox-level logic rather than manual assignment or channel-native tools. **Backend requirement:** Centralised routing logic #### Trigger follow-ups automatically Follow-ups depend on recalling what has already happened and what remains unresolved. Without unified timelines and conversation state tracking, follow-ups become unreliable. Conversations can also be auto-closed after a defined inactivity period, with AI-generated closing notes, keeping the inbox focused on active threads and enabling automation to re-trigger when contacts re-engage. **Backend requirement:** Time awareness and conversation state #### Take real actions during conversations AI Agents can update records, trigger workflows, route conversations, leave internal notes and make live API calls to external systems like CRMs or booking tools. These actions are governed by predefined permissions, allowing automation to operate safely within business rules. **Backend requirement:** Controlled execution layer When these capabilities exist within the same system, automation becomes consistent rather than fragile. That’s also why AI Agents are rarely deployed alone. At scale, they need structured logic to support them. ### How to automate revenue conversations on respond.io Once the roles of AI Agents are clear, setting up chat automation becomes a practical exercise in configuration rather than experimentation. Respond.io allows teams to get started quickly, including with a free account, and build automation directly inside the inbox where conversations already happen. From there, AI Agents and workflows can be configured to reflect real customer journeys, agent workflows, and business rules. The steps below outline how teams typically set up an AI Agent on respond.io, from initial configuration to go-live. #### 1\. Choose an AI agent template ![](https://images.ctfassets.net/ph8r57dk1q9w/5gSjWffq3UexBRKT3j4GRa/ab2fea5cb93dc2b13f06689be041fc6c/aiagent-select_template__1_.jpeg) Respond.io provides [AI Agent templates](https://respond.io/help/ai-agents/getting-started-with-ai-agents#step-2-select-an-ai-agent-template) for common roles such as sales, support, and reception. These templates reduce setup time and help teams avoid starting from unstructured prompts, while ensuring each AI Agent stays focused on the right goal, knowledge source and actions for that specific role. #### 2\. Connect knowledge sources ![](https://images.ctfassets.net/ph8r57dk1q9w/6Qft8fQTzxtJZKXVWhuxNa/81136f707c18f9487ba523c4df7038f2/ai_agent-edit__1_.jpeg) [AI Agents are grounded in approved business content](https://respond.io/help/ai-agents/using-prompt-templates), including websites, help centers, and internal documentation. This improves accuracy and reduces the risk of incorrect responses in high-stakes conversations. #### 3\. Define allowed actions and boundaries ![](https://images.ctfassets.net/ph8r57dk1q9w/4K32Qk84sHNKJHvy7AtZUM/440f63bb81b07499e79f394a85082f00/ai_agent-ks_sales__1_.jpeg) Teams control which actions AI Agents can perform, such as routing, tagging, lifecycle updates, or escalation. This ensures automation remains predictable and compliant. #### 4\. Test before going live ![](https://images.ctfassets.net/ph8r57dk1q9w/5JRcSuZADkDWBVFqbi8DQW/7290df495afe80d9a7450cb37bec5669/test_ai_agent_panel-1__1_.jpeg) Respond.io allows teams to [test conversations](https://respond.io/help/ai-agents/how-to-test-ai-agents#to-test) and actions before deployment, making it possible to validate behavior under realistic conditions. Once you have your AI Agent in place, you can complement it with some workflows. Start from a Workflow template of your choice and customize your own journey from there. ### How businesses use chat automation to increase revenue In this section, we’ll introduce you to three respond.io customer success stories. These businesses have used respond.io for chat automation and improved several aspects of their business operations as a result. #### How GETUTOR uses chat automation for **24% more sales** [GETUTOR](https://respond.io/customers/sleekflow-alternative-review-by-getutor) manages its sales process entirely through WhatsApp. As inquiry volume increased, a significant percentage of leads went unanswered due to limited visibility and manual follow-ups. After switching to respond.io, GETUTOR automated intake, prioritisation, and lead tracking using AI Agents and workflows. Conversations were routed correctly, lifecycle stages were updated automatically, and reporting provided visibility across the funnel. **Results:** - 24% more sales within two months - 50% more leads handled per day - Zero missed messages #### How Only Tourism uses chat automation for **6x** more monthly leads [Only Tourism](https://respond.io/customers/only-tourism-automates-80-percent-visa-inquiries-with-ai-agents) receives a high volume of repetitive visa inquiries through WhatsApp. Manual handling created backlogs, particularly outside business hours. Using respond.io, the company deployed an AI Agent trained on verified visa information and integrated it with backend systems to retrieve application statuses. The AI Agent handled inquiries around the clock and escalated complex cases to human agents. **Results:** - 80% of visa inquiries automated - 2× more conversations handled daily - 6× more monthly leads processed #### How JU Productions uses chat automation **for 718% more WhatsApp sales** [JU Productions](https://respond.io/customers/ju-productions-chose-respond-io-over-manychat) uses WhatsApp as a core marketing and sales channel, supported by click-to-WhatsApp ads and broadcasts. Manual follow-ups, limited attribution, and spam filtering created inefficiencies. With respond.io, the business automated broadcasts, lead qualification, routing, and ad attribution through Meta’s Conversions API. AI Agents filtered spam and ensured only qualified leads reached the sales team. **Results:** - 718% increase in sales from broadcasts - 98% reduction in opt-outs - 47.2% lower cost per qualified lead ### How to choose the best chat automation solution At scale, chat automation only works when conversations, customer data and actions are connected. Fragmented tools break context, slow handoffs, and make reporting unreliable. Respond.io is built to solve that. It brings AI Agents, workflows, a shared inbox, CRM-aware automation, and reporting into a single platform—so decisions and execution happen in one place. AI Agents interpret intent inside the inbox, trigger workflows, update contact records, and route conversations with full context. This is what allows automation to scale reliably: - AI Agents as first-class automation. - A unified inbox across agents, shifts, and regions. - CRM-aware automation with lifecycle visibility. - Reporting tied to conversations and outcomes. - Controlled actions, guardrails, and compliance. - Auto-close for inactive conversations with AI-generated closing notes. When conversations, contacts, and actions live in one system, automation becomes dependable instead of brittle. That’s the foundation respond.io is built on. Test it yourself. [Start a free respond.io trial](https://app.respond.io/user/register). ### Further Reading If you want to learn more about chat automation, check out these articles: - TikTok Automation: 4 Benefits, How to Use It & Best Practices - WhatsApp AI Agents: Reduce Response Time & Boost Team Productivity - How Respond.io Voice AI Agents Turn Calls into a Scalable Revenue Channel ## [How to Schedule WhatsApp Messages: Easy Step-by-Step Guide](https:/respond.io/blog/whatsapp-schedule-message) Learn how you can schedule a WhatsApp message to improve touchpoints and conversions across the customer journey. Can you schedule a WhatsApp message? If you’re looking to improve customer engagement, scheduling WhatsApp messages can be a game-changer. Learn what a WhatsApp scheduled message is, why use it, and how to send one. We’ll also show you businesses that have benefited from scheduling WhatsApp messages. ### What is a WhatsApp Schedule Message? A WhatsApp scheduled message is a message that is set up to be sent automatically at a future date and time. The idea is to compose a message and choose a specific time for its delivery, making it convenient for sending greetings, reminders or information at the most appropriate time without needing to be active on WhatsApp at that moment. ### The Benefits of Sending a WhatsApp Schedule Message Scheduling WhatsApp messages lets businesses execute marketing campaigns easily and reduces human error. By scheduling promotional messages, businesses can ensure: - Promotional messages to go live at the perfect moment, maximizing engagement and conversions. - Reduce no-shows through automated appointment reminders to keep customers informed about consultations or bookings. - Maintain consistent interaction throughout the customer journey with well-timed follow-up messages. > **Note**: Starting March 2025, WhatsApp is updating the way they send marketing messages to users, based on their engagement rates of previous marketing messages. Furthermore, Starting July 1, 2025, WhatsApp will charge per message for marketing and utility template messages instead of per conversation. Utility message templates sent during the 24-hour customer service window are free. Next, let’s look at how to schedule messages on WhatsApp. ### How to Schedule WhatsApp Messages on iPhone On iPhone, you need to use the Shortcuts application to schedule a WhatsApp message. ![Screenshots%20of%20the%20Shortcut%20app%20to%20send%20a%20scheduled%20WhatsApp%20message](https://images.ctfassets.net/ph8r57dk1q9w/6iuqgVGw6tfxQeY8CqBBTs/0394e2b50a28281ae3a88062826afee7/whatsapp-scheduled-message-iphone_b5f3da6a5ef31471f40abf70c6081a66.jpg) 1. Open the Shortcuts app and select Automation. 2. Press the Create personal automation button by tapping + in the top right corner. 3. Select a time and date and then press Next. 4. Tap Add Action. In the search bar, type Text and select Text. 5. Fill in the text field with your message. 6. Select the +. In the pop-search-up box, enter WhatsApp. 7. Choose Send Message Through WhatsApp from the dropdown menu. 8. Select the contact you want to send the message to. Then, click Next > Done. ### How to Schedule WhatsApp Messages on Android There’s no native way on Android to schedule a WhatsApp message, so you’ll need to download a third-party app. In this example, we’re using SKEDit: Auto Message Scheduler app. ![Screenshots%20of%20sending%20WhatsApp%20schedules%20messages%20on%20Android%20via%20SKEDit%20third-party%20scheduling%20app](https://images.ctfassets.net/ph8r57dk1q9w/6YposVLZNXhg3e2wDl78tv/85115b4249691624a9e67965fb096cd0/whatsapp-scheduled-message-android_dbfc758a7d9a123fd85eaf42ffa8f727.jpg) 1. Enable the toggle for the app under Settings > Accessibility > Services to gain full accessibility. 2. Launch the SKEDit app and tap +. 3. Select a group or contact on WhatsApp. Next, choose the time and date. 4. Type the message you need to schedule now. 5. Click the "Create" button to finish scheduling a WhatsApp message. ### How to Schedule WhatsApp Messages on WhatsApp Web To schedule WhatsApp messages on WhatsApp Web, you will have to download the Blueticks extension from the Chrome Web Store. ![A%20screenshot%20of%20the%20Blueticks%20extension%20on%20Chrome%20Web%20Store%20for%20WhatsApp%20Web](https://images.ctfassets.net/ph8r57dk1q9w/7KKt3lVwsmD4w7CCE72i2K/47a4a9e3f7b05cadd1ca4a872b38a351/whatsapp-schdeule-message-whatsappweb_52f219217cf88625a2ff711059243307.jpg) 1. Open a contact, a chat, or a group you want to send your message to. 2. Click the scheduling icon near the message box. 3. Compose your message. 4. Set the delivery time and date. 5. Click Schedule Send. ### How to Schedule WhatsApp Messages on WhatsApp Business App You can only schedule auto-reply away messages on the [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app). Here’s how you can do it. 1. **Open** the WhatsApp Business app on your Android or iPhone mobile device. ![Screenshots%20of%20going%20into%20the%20setting%20of%20the%20WhatsApp%20Business%20App](https://images.ctfassets.net/ph8r57dk1q9w/22bAUYZHoHVlyVAklye7XV/b3797217484a76ccee83c3c9ed83715a/schedule-ss1_46b16c41413751b98146cef95c2c3bfc.png) 2. **Tap** on ”Away Message” and turn the toggle on ”Send away message”. Here, select the pencil icon next to “Away Message”. ![A%20screenshot%20of%20enabling%20the%20send%20away%20message%20for%20WhatsApp%20schedule%20message](https://images.ctfassets.net/ph8r57dk1q9w/21WOqKrMnR7ebjqABn5RBQ/900ee63176c769057a54864431918b26/schedule-ss2_94dd22ec8aa0d3596f9e3ed82ef10c6e.png) 3. **Type** in the WhatsApp message in the text field. Once done, click “ok”. ![A%20screenshot%20of%20a%20message%20composer%20to%20schedule%20a%20WhatsApp%20message](https://images.ctfassets.net/ph8r57dk1q9w/6BHiMS9XzYeVk2nveUQj2u/cd4f560162bf0508d4e83c7133833b10/schedule-ss3_6bd8181c2fded8da80cb7dfae3c1c815.png) 4. Choose how you’d like to schedule the message and tap ”Schedule”. You can pick a custom schedule based on the working hours of your business. ![A%20screenshot%20of%20setting%20a%20schedule%20for%20a%20WhatsApp%20message](https://images.ctfassets.net/ph8r57dk1q9w/2RyqnksMMSCWqIsfwpzJjP/c298f8e0b7af1b03b804fbf9392bde9f/schedule-ss4_ab4650ce31a39ed8cb49e3c9019d0787.png) That’s how you schedule a WhatsApp Business App message. Now, let’s see how you can do the same on WhatsApp API. ### How to Schedule WhatsApp Messages on WhatsApp API [WhatsApp API](https://respond.io/blog/whatsapp-business-app), or WhatsApp Business Platform, is designed for medium and large businesses. However, unlike WhatsApp API, there isn’t a built-in user interface. You’ll need to use software like respond.io to [send scheduled broadcast messages](https://help.respond.io/broadcasts-module/broadcasts-overview). Let’s take a look at how you can do that on respond.io, a leading customer conversation management software. 1\. **Select** the Broadcast Module. ![An%20screenshot%20of%20the%20respond.io%20platform](https://images.ctfassets.net/ph8r57dk1q9w/1NwWQltCca1LnRTPcGskRp/2dea1965d50afd739fd01e8997f5b3ab/schedule-api1_8922138d0073585c1ed7b4b65ecc6053.png) 2\. **Click** on *\+ Add Broadcast.* ![WhatsApp%20schedule%20message%3A%20A%20screenshot%20of%20the%20Broadcast%20Module](https://images.ctfassets.net/ph8r57dk1q9w/6lDN4rjCpIZwYIK5NMY7K1/c3580b5c002fa29ce9db124b5aac0a7c/schedule-api2_b49bf4c36db740f184d95d782b1e9bdf.png) 3\. **Fill** in the name of your broadcast. Add a label here if you want. ![A%20screenshot%20of%20naming%20a%20scheduled%20message%20](https://images.ctfassets.net/ph8r57dk1q9w/5GqNZDGmTgAFfnGPyFKzYw/3f464a85653ef903c8483f9ea0ecdb57/schedule-api3_81b151a166339d5c3ed9c1b625f7f38a.png) 4\. **Select** the Segment of your audience, your WhatsApp API channel and Message Template. ![A%20screenshot%20of%20configuring%20a%20scheduled%20message%20on%20WhatsApp%20through%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/44Y0Q1ujU3HB3F6NW0kFfV/95b60860a0831765b42fe884afa0faca/schedule-api4_d1a094fb7176f47d4ea4820978f9bf1f.png) If you don’t have a message template ready, you need to create one and wait for it to be approved before you can send your message. Then click *Next*. 5\. **Configure** your broadcast schedule by selecting the date, time and timezone. ![A%20screenshot%20of%20configuring%20the%20date%20and%20time%20for%20sending%20a%20scheduled%20message%20on%20WhatsApp](https://images.ctfassets.net/ph8r57dk1q9w/3e7TGlZYfzOKW4Ko82baPA/afb2a4e17ec8293862086affeb7b253a/schedule-api5_7d5fae77a2d631755927b1e3222b63bb.png) Once you’re done, click on *Schedule Broadcast*. However, before sending a broadcast, you need to be aware of a few things. Asher Phillips, a Customer Success Manager in respond.io says that businesses must receive [customers’ opt-in](https://respond.io/blog/whatsapp-opt-in) before sending them broadcasts. This is to avoid having your messages reported as spam by your recipients. “I’ve worked with customers who have gotten their WhatsApp numbers banned because they didn’t seek customer opt-in before sending broadcasts. In some cases, these customers were unable to reverse this ban. So always ensure to get customer opt-in, or include an opt-out in your broadcasts to avoid the hassle altogether”, said Asher Phillips. If you run [click to chat ads](https://respond.io/blog/click-to-chat-ads), you can [schedule appointments via click to chat ads](https://help.respond.io/capture-conversations/streamline-meeting-scheduling-via-ctc-ads) with the [Workflows automation builder](https://help.respond.io/workflows/workflows-overview). It’s a powerful tool that helps you automate various parts of the customer journey. Now that you know how to set up WhatsApp scheduled messages for, let’s take a look at the best practices you need to follow for the best results. ### 6 Best Practices for Scheduling WhatsApp Messages In this section, we’ll go through 6 quick and easy tips to follow when scheduling WhatsApp messages. - Schedule during optimal times: Plan your messages to be sent when recipients are most likely to engage, considering their time zones and peak activity periods. - Use clear and concise language: Ensure your scheduled messages are clear, concise, and relevant to maintain recipient interest and engagement. - Provide value in your messages: Ensure your messages have a point. Whether it’s providing important updates, reminders, or personalized content, make sure it’s valuable to your audience. - Segment your audience: Customize messages for different audience segments to ensure relevance and personalization, increasing the likelihood of business goals like converting leads. - Comply with WhatsApp policies: Make sure you adhere to WhatsApp’s terms of service and policies, especially if you’re using WhatsApp API, to avoid account suspension. - Avoid over-scheduling: Be mindful not to send too many scheduled messages. If you do, recipients might flag your messages as spam, resulting in a banned account. Next, let’s take a look at the use cases to make the most out of WhatsApp schedule messages. ### 3 Use Cases to Maximise WhatsApp Message Scheduling Whether you’re looking to launch a [drip campaign](https://respond.io/blog/whatsapp-drip-campaign), [promote your latest offerings](https://respond.io/blog/whatsapp-promotional-messages) or even [remind customers about their appointments](https://respond.io/blog/whatsapp-appointment-booking), WhatsApp schedule messages are a great way to automate these. ![An%20image%20of%20icons%20showcasing%20the%20use%20cases%20of%20scheduling%20a%20WhatsApp%20Message%20for%20drip%20campaigns%2C%20promotions%20and%20newsletters%2C%20and%20appointment%20reminders](https://images.ctfassets.net/ph8r57dk1q9w/5A8xMcfQCe8UbLy6pwKxfT/d5e7cb8646597ffd6fc735d3c8d54283/schedule-whatsapp-message-i1_98465cccb755aabb0122db7b1089fc08.png) Here’s how you stand to benefit from sending a scheduled WhatsApp message. #### 1\. Nurture and Nourish Leads With Drip Campaigns [Drip campaigns](https://respond.io/blog/whatsapp-drip-campaign) work by segmenting and engaging leads based on their engagement levels, allowing for targeted communication. This approach ensures highly engaged leads receive the necessary information to push towards a conversion, while those less engaged are gradually nurtured to increase their interest. This can effectively focus efforts during peak periods to convert advanced leads and gather new ones, and maintain visibility during off-peak times. #### 2\. Retarget Existing Customers Through Promotions and Newsletters Businesses can effectively retarget their existing customer base using scheduled promotions and newsletters via [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) or [WhatsApp bulk messages](https://respond.io/blog/whatsapp-bulk-message). Through this use case, businesses can distribute offers and updates at predetermined times, helping businesses nurture and re-engage their customers on a continuous basis. This is worthwhile doing as [targeting existing customers yield better returns](https://www.forbes.com/sites/forbesbusinesscouncil/2022/12/12/customer-retention-versus-customer-acquisition/?sh=59aa598d1c7d) compared to targeting new customers. Thus, ensure that your customers are always aware of your brand and offerings. #### 3\. Prevent Losses With Appointment Reminders Scheduled messages for appointment reminders are a crucial tool for reducing no-shows. Automating reminders regularly informs clients about their upcoming appointments, which encourages attendance and helps maintain a smooth operational schedule. This ensures that time slots are efficiently utilized and minimizes potential revenue losses. For all three use cases, ensure that you connect to a [WhatsApp CRM](https://respond.io/blog/whatsapp-crm) so that managers and agents will always have the necessary context when messaging customers. Now that you know how to send a scheduled WhatsApp message, let’s look at how businesses have found success using it on respond.io. ### Practical Examples of WhatsApp Message Scheduling Using broadcasts aren’t just good in theory, they actually work. In this section, we’ll explore the successes our customers have had with broadcasts to schedule WhatsApp messages. #### 1\. Qobolak Doubled Student Lead Conversions With Broadcasts [Qobolak](https://respond.io/customers/how-qobolak-used-broadcasts-to-double-student-lead-conversions), an education placement company, used broadcasts draw students to education fairs. They used it to deliver announcements and updates to a [wide student audience](https://respond.io/blog/respondio-whatsapp) efficiently. This approach has led to significant improvements in event visibility and attendance. Compared to previous approaches, Qobolak has reached a larger audience more effectively, increasing attendance and overall student engagement to enhance its outreach. They increased student conversions by 95% thanks to the improved reach. #### 2\. Colour My Plate Improved Conversion by 45% Respond.io made it easier for [Colour My Plate](https://respond.io/customers/how-colour-my-plate-revamped-its-sales-operations-for-45-more-conversions) to deliver scheduled broadcast messages to [specific customer segments](https://help.respond.io/contacts/segments). Thus they were able to target informing active subscribers about plans or promotions, these re-engage inactive customers. Scheduled WhatsApp messages can a powerful ally in to improve customer engagement, loyalty and sales conversions. Whether you're setting up reminders for a VIP sale or starting a drip campaign, WhatsApp schedule messages has got you covered. ### Consider Respond.io as your WhatsApp Business Solution Provider Ready to level up your messaging game? Then get started with respond.io, a WhatsApp Business Solutions Provider. [Sign up for your free account](https://app.respond.io/user/register) and [connect your WhatsApp API account](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start#connecting_whats_app_business_api). ### Further Reading If you want to do more with the WhatsApp Business Platform, then check out these articles - The Ultimate Guide to WhatsApp API for Businesses: Everything You Need to Start Messaging Fast - WhatsApp Green Tick: A Guide to Verifying Your WhatsApp Business - WhatsApp Marketing: Guide to a Successful WhatsApp Campaign - WhatsApp Business Multiple Users: 5 Steps Guide (+Examples) ## [How to Sell on Instagram DM: Selling on Instagram ](https:/respond.io/blog/how-to-sell-on-instagram-dm) Everything you need to know about Instagram Sales and how to sell on Instagram DM. Increase your business sales by selling on Instagram with respond.io. Want to know how to sell on Instagram DM? You’re in the right place. If you’re not utilizing Instagram for sales, you’re missing out on thousands of potential customers. Fortunately, we’re here to help you learn about Instagram sales over direct messages. Instagram has become a hotbed for companies to market their offerings thanks to its sheer number of users, specialized features and official accounts for businesses. Read on to learn how to leverage the channel to grow your profits and speed up the sales cycle! ### Instagram Direct Messaging Sales vs Traditional Methods Businesses carried out remote sales over phone calls and emails before the advent of instant messaging. Over the years, businesses recognized the drawbacks and limitations of those channels for sales and started incorporating chat apps in their operations. Phone calls require a lot of effort to happen. Both parties have to be in conducive environments and available at the same time to participate in a conversation. Discussion points are often forgotten or misinterpreted due to a lack of recordings. | Channel | Disadvantages | | --- | --- | | Phone | - No records of conversations - Both parties need to be available at the same time - Can’t send files | | Email | - Gets sent to junk/spam folders - Slow responses between parties - Scattered conversations | Email has its own issues. Spam filters block many legitimate emails, causing contacts to miss them. Users also check their email far less often than instant messengers for new messages. Emails tend to be more formal, making it hard to build relationships quickly. Users who don’t hit reply all or reply to the latest message cause threads to disperse. And if contacts send emails from different addresses, it can lead to businesses having trouble identifying who they are. Instant messengers solve the problems of phone calls and email while introducing benefits of their own. This is why businesses have started using channels like Instagram to improve their sales process. ### Benefits of Using Instagram Direct Messaging for Sales What makes Instagram the right choice for your business among the many instant messengers available to choose from? There are a few factors to help you make your decision, but here is what’s great about the channel. Since its launch in 2010, Instagram has risen to the top of global app charts and boasts more than a billion monthly active users and over 200 million business accounts. With over 90% of users following at least one business, your next client could be one of them. ![An%20image%20showing%20the%20benefits%20of%20Instagram%20Sales%20-%20over%20a%20billion%20MAUs%2C%20build%20more%20personal%20relationships%2C%20many%20ways%20to%20obtain%20new%20customers](https://images.ctfassets.net/ph8r57dk1q9w/5N4CMmylgwB8iRfQZa6wNC/3a6e6b604d4240b51dc7f181cc397a83/InstagramSales_Image02_c23d50ba2bd0acb2244897ca62086528.png) Unlike phone numbers or email addresses, which users can’t subscribe to, Instagram users can follow your account to stay updated about your business. Anybody who follows or interacts with you can be a potential customer. Profile links, [ig.me links](https://respond.io/blog/click-to-instagram-direct-ads#toc-mobile-2), QR codes and click-to-chat ads make it easy for customers to go straight to your [Instagram Business Account](https://respond.io/blog/instagram-direct-message-api) on the channel to message you. They can even look up your Instagram username or business name to find you. Finally, like personal Instagram accounts, business accounts can reply to direct messages from anyone for free. This will be the main way we’ll carry out sales on the channel. #### The Power of Instagram Direct Messages Direct messages are better for conversations with customers than commenting back and forth below a post. Compared to direct messages that go right to an inbox, comments are hard to follow and not ideal for sharing confidential information. Your messages can contain text, videos, images, voice clips and links. Use them to craft content that captures your audience’s attention. For example, a video tour of a home or office can increase a prospective buyer’s interest in purchasing the property. You can also send customers links to posts and Stories about your products or services they can check from Instagram itself. Since customers don’t have to switch apps, it minimizes the chance of them forgetting to reply. By using polls or questions in your Stories, you can get followers to initiate conversations with your business account. This presents you with additional opportunities to engage with potential customers. Recently, Meta enables businesses to set up [Instagram click to chat ads](https://www.youtube.com/watch?v=3VT2AIZ31fk&feature=youtu.be) to promote your products on Instagram and direct leads directly to your DMs. ### How to Use Instagram Direct Messaging for Sales? There are three ways you can use Instagram for direct messaging sales – the [official app or website](https://www.instagram.com/), [Facebook Creator Studio](https://respond.io/blog/instagram-direct-message-api#:~:text=Instagram%20Business%20Account%20Multiple%20Users%3A%20Connect%20Instagram%20Business%20Account%20to%20Facebook) and the [Instagram DM API](https://respond.io/blog/instagram-direct-message-api#toc-mobile-10). Each method is viable for direct message selling, but its suitability depends on your needs. ![An%20image%20showing%20the%20different%20ways%20you%20can%20use%20Instagram%20for%20sales%20-%20website%20or%20app%2C%20facebook%20creator%20studio%2C%20and%20Instagram%20DM%20API](https://images.ctfassets.net/ph8r57dk1q9w/2QpLpexc8FDMHCK9K98Ym5/c61451ba95b94847aba0cefd7584a5ed/InstagramSales_Image03_4641b93ba4603990df891ad066b9a240.png) Here’s a quick rundown of which one you should use. #### Official Website for Instagram or Instagram App If you run a micro business that has only one person handling customer communication, the official website for Instagram or Instagram app. You’ll be able to respond to messages and comments from your customers, just like a personal account. #### Facebook Creator Studio For small to medium-sized businesses, [link your Instagram Business Account](https://respond.io/blog/instagram-direct-message-api) to the [Facebook Creator Studio](https://www.facebook.com/creators/tools/creator-studio). This lets you assign multiple users to manage your inbox messages and comments, access business insights and schedule Official Account posts. #### Instagram DM API Large businesses with agents in the tens or more will want to utilize the [Instagram DM API](https://respond.io/blog/instagram-direct-message-api#toc-mobile-10) to carry out sales conversations. By connecting the Instagram DM API to a platform like respond.io, you unlock the full potential of Instagram as a sales channel. Next up, we’ll cover what can be accomplished with the Instagram DM API. #### Benefits of Using Instagram DM API with Respond.io for Sales Connecting Instagram DM API to respond.io enables a number of features that aren’t available otherwise. The platform was designed to make communication-centric tasks like sales easier for large businesses to handle. ![Why%20you%20should%20use%20Instagram%20DM%20for%20sales%20with%20respond.io%20-%20workflows%20and%20automation%2C%20performance%20tracking](https://images.ctfassets.net/ph8r57dk1q9w/4bHWb6tmzLwY4Iy8U9ftBD/1d36eee040d08536388d306e1a346adb/InstagramSales_Image04_b0ffa29faaed2b25a7fa20c2c6d7be6e.png) Let’s see what Workflows and performance tracking bring to the table. ##### Selling on Instagram: Automate Tasks Using Workflows One of respond.io’s most powerful features, [Workflows](https://help.respond.io/workflows/workflows-overview) allow you to automate some of the more repetitive tasks your agents face, letting them spend their time doing the actual selling. ![How%20to%20sell%20on%20IG%20DM%3A%20using%20respond.io%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/5ozHr7E3ZdZYnKF4VOfvDa/69ff50de362099b4b5e1c1ee48fd6c96/62ea2c175d43b9a2bd02d486_Screenshot2022-07-01at14_38_55_4d7010823aac13357b840f6a70080260.png) Since customers who communicate with businesses on instant messengers expect fast replies, they move on if they don’t hear back from you quickly. Manage their expectations with auto-replies to greet them or [inform them when you’re away](https://respond.io/blog/away-message-for-business#toc-mobile-4). Workflows aren’t limited to simple tasks and can be set up to determine which sales funnel or route a contact falls into by [automating lead qualification](https://respond.io/blog/question-bot#toc-mobile-5), [routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assigning customers](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to the right salespeople. ##### Selling on Instagram: Performance Tracking If you have a large team of salespeople, you’ll want to know how efficient your agents are at responding to customer conversations. Using respond.io’s comprehensive Reports Module, you’ll be able to track and measure such metrics. ![Monitor%20your%20salespeople%27s%20performence%20for%20Instagram%20direct%20message%20sales%20with%20the%20Reports%20Module](https://images.ctfassets.net/ph8r57dk1q9w/44qIT4RWNvgXWvELWzrLJJ/c307077f1ff9a75d463404c6d57d2e9e/reports_14814d37f78e612aa7aec2ed27f11eed.jpg) Before you start using the Instagram DM API, there are a couple of things you need to know. ### Instagram DM API: What You Should Know Instagram is pretty strict regarding the response time of a business account. When a contact sends your business a message, it starts a 24-hour messaging window. You’ll need to respond to the contact within this window or you won’t be able to reply anymore. This can be a problem if customers contact you during your off-hours such as on weekends or public holidays. Fortunately, you can extend this message window to [7 days on respond.io](https://respond.io/blog/instagram-direct-message-api#:~:text=within%20the%20next-,7%20days,-.) using a [Human Agent Tag](https://respond.io/blog/whatsapp-business-api#toc-mobile-12). Now we’ve gotten that out of the way, let’s look at how respond.io with the Instagram DM API can shorten your sales cycle and increase profits. ### Instagram DM API with Respond.io: Quick Wins In addition to performance tracking and Workflows, here’s how you can use the Instagram DM API on respond.io to enhance your sales process. #### Integrate Instagram DM API Inbox with Your Sales CRM Workflows allow you to [integrate respond.io with your existing sales CRM](https://help.respond.io/workspace-settings/integrations), facilitating information exchange between them. With that in mind, here are some useful integrations you can take advantage of. - Qualify Contacts with data enrichment tools like Clearbit - Calculate the price quotations for a custom plan during client consultations - Launch the necessary Workflow from the Messages Module using the Shortcut Button so you don’t have to switch between platforms while chatting with a Contact - Generate sales deals by integrating a CRM such as Hubspot or Salesforce ![And%20image%20showing%20how%20integrations%20can%20benefit%20your%20Instagram%20chat%20sales](https://images.ctfassets.net/ph8r57dk1q9w/6rae0moI331za3z4EQTajU/96694519d31cec7119eec720c7850829/WhatsAppCRM5_a74e1120a6c200d20343fb65457d83ec.png) There’s so much more you can accomplish with respond.io integrations. Check out our [list of supported integrations](https://respond.io/integrations) for additional information. #### Get a Complete Overview of Customers with Contact Merge and Tagging Most of your customers have more than one messaging app on their phones and may have contacted you through different channels. Normally, these conversations would be isolated from each other, but it doesn’t have to be the case thanks to [Contact Merge](https://respond.io/blog/merge-contacts). ![An%20image%20showing%20Contact%20Merge%20in%20action](https://images.ctfassets.net/ph8r57dk1q9w/1KVS1TJjJC13Q8iWgg12ag/76b1c9f6c80a80c620288707ff8db417/contactmerge_b1100777773150e0be5f1f0e2c5a24d8.gif) As its name suggests, Contact Merge lets you combine all the details and conversation history of your Contacts across multiple channels. This means you can identify and message them, regardless of the channel they reach out from. This is useful for occasions when you can’t contact them on one channel and want to reach out via another. For example, if a messaging window on Instagram has closed, you’ll be able to chat with them on WhatsApp or Telegram instead. Using [Tags](https://help.respond.io/dialogflow/dialogflow-parameters#tagging), you can segment your customers based on their needs or tiers so your agents know who they’re dealing with and can immediately recommend the product or service they are looking for. #### Mobile App for Agents on the Go Resond.io has a [mobile app](https://respond.io/blog/facebook-messenger-for-customer-service#toc-mobile-13) that allows agents to answer customer inquiries and follow up on leads from Instagram direct messages and other connected channels on their mobile phones. The app has all the features available on the desktop such as Dashboard, Contacts and Messages to give agents an effortless messaging experience and the convenience of answering messages on the go, wherever they are. ![An%20image%20showing%20the%20respond.io%20mobile%20app](https://images.ctfassets.net/ph8r57dk1q9w/32wD7Md845F1ZnTQ0FL1O7/ccf9a31911c647006356a541325f24ca/62ea2c175d43b9f1d402d485_ViberSalesImage04_facf96fded657a308493c6907737e9fe.png) Agents will receive a push notification every time they receive a new message or when they are assigned new Contacts, ensuring they stay updated and avoid missing messages. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. Now you have an idea of what you can accomplish using Instagram direct messages for sales, why not put into practice what you learned? Don’t have a respond.io account yet? [Sign up for a free trial](https://app.respond.io/user/register). ### Further Reading If you found this helpful, here are some additional articles to prepare you for your sales journey on Instagram: - Instagram Messaging for Business: The Ultimate Guide (June 2021) - Instagram Business Account Multiple Users: A How-To Guide - Instagram Widget for Website: A Guide to Using Instagram Web Chat for Business ## [How to Sell on Telegram: The Telegram Sales Guide](https:/respond.io/blog/how-to-sell-on-telegram) Wondering how to sell on Telegram but don't know how? Here you'll find all you need to know about Telegram sales using respond.io as a messaging inbox. Are your customers Telegram users? If so, you’re probably interested in learning how to sell on Telegram. This blog post will introduce you to the benefits of using Telegram as a sales channel. What’s more, we’ll guide you through some key respond.io features that will shorten your Telegram sales cycle. ### Telegram Sales vs Selling Over Traditional Channels [Conversational sales](https://respond.io/blog/conversational-sales) are quickly taking over traditional sales channels such as email, website chat or phone calls. The reason behind this? Traditional sales channels present two severe limitations. First, none of the aforementioned channels supports chat history overview. And second, it’s very easy to end up with scattered conversations. These limitations are critical for salespeople, who need to identify customers and their needs to handle them correctly. ![This%20image%20shows%20the%20main%20limitations%20of%20traditional%20sales%20channels%3A%20Lack%20of%20chat%20history%20overview%20and%20scattered%20conversations.](https://images.ctfassets.net/ph8r57dk1q9w/6I3CjDUvjSBnsx5Bi4rFe0/f0ae1b20db5d1e5ef972ef6eed44f0c9/TelegramSalesImage05_e3744fd1ef601ed403782cbf8df2856c.png) Website chat conversations are untraceable once page visitors leave the website, so sales agents may lose valuable leads. As for sales phone calls, many customers consider them pushy and intrusive, as they are often urged to take action immediately. Email is not an ideal choice either, as it is too formal and slow at collecting customer information. Besides, it isn't very secure with limited or no encryption, exposing users to data leaks or security threats. #### Benefits of Telegram Sales Instant messaging channels such as Telegram are better for sales agents since the conversation history is always clearly and chronologically displayed. But Telegram has more to offer. From the beginning, Telegram branded itself as a secure, privacy-conscious messaging app. Telegram conversations are server-client/client-server encrypted and are stored within the Telegram cloud for the secure exchange of confidential information. ![This%20image%20shows%20the%20benefits%20of%20using%20Telegram%20as%20a%20sales%20channel](https://images.ctfassets.net/ph8r57dk1q9w/7lwr2SC2jzpmK97quKFFjl/a123ee54d1b59449137650b808f75e68/TelegramSalesImage01_d704d812a5f7441c462e96e4f070b671.png) This encryption model comes with an important advantage: Your Telegram chats across desktop and mobile are synced in real-time. What’s better, the app doesn’t impose a limit on the number of devices you can simultaneously connect. The Telegram app is a good choice for small businesses. However, it is not connected to a central messaging inbox, which may cause issues for managers in terms of supervising conversations and losing clients to agents who leave the company. [Telegram auto-reply](https://respond.io/blog/telegram-auto-reply) is not available in the app either. To get rid of these limitations, you should [connect Telegram to respond.io](https://help.respond.io/channels/telegram#connecting_telegram). But first, let us guide you through some native Telegram features that help sales agents shorten their sales cycle. ### Telegram Sales: What You Should Know To sell on Telegram, sales agents need to be familiar with how the platform works. Although [Telegram has plenty of interesting features](https://respond.io/blog/telegram-for-business#toc-mobile-0), we will introduce you to the ones that we deem important for sales: - Telegram bots - Telegram bot payments - Telegram 1:1 conversations ![Image%20depicting%20the%20different%20features%20that%20enables%20Telegram%20for%20sales.](https://images.ctfassets.net/ph8r57dk1q9w/1JicmX5oieo9cYeKc4a6lU/1ecf434dbee9d281e8f15f166eb44774/TelegramSalesImage021_1beb44b1e11748a4b4b15f54db8ff5d8.png) Small businesses might get along using the Telegram app. But, what about medium to large-sized businesses? Is there any option with more advanced features similar to [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api) or [Facebook Messenger for business](https://respond.io/blog/facebook-business-chat)? The answer is yes, kind of. #### How to Sell on Telegram: Telegram Bots In short, Telegram bots can function as [Telegram Business accounts](https://respond.io/blog/telegram-for-business). However, you’ll be surprised that your sales team can’t message customers with only a Telegram Bot account. To answer and send Telegram messages, businesses need to [connect their Telegram Bot account to a messaging platform like respond.io](https://help.respond.io/channels/telegram#connecting_telegram). In addition, this will allow them to manage and track conversations, integrate with external CRMs for sales, and more. ![This%20image%20shows%20different%20types%20of%20Telegram%20bots%20you%20can%20find%20in%20the%20Telegram%20app%2C%20such%20as%20football%20news%2C%20poll%20creator%20and%20music%20downloads](https://images.ctfassets.net/ph8r57dk1q9w/uK3tWJGNbQbMF1cVU0TdO/48e9a6dd1b261a74a83b3e43f2a5ac2c/Untitleddesign3_1525ffacb6a158f4efc3d728e69ac4e0.png) As shown above, [Telegram Bots have other applications](https://respond.io/blog/best-telegram-bots-list#toc-mobile-4) beyond business accounts. Since the Telegram Bot API is accessible to everyone, Telegram users have created thousands of bots with multiple purposes over the years. Some Telegram bots have been made specifically for sales. We’ll tell you more about this in the next section. #### How to Sell on Telegram: Telegram Bot Payments Telegram supports in-app payments via [Bot Payments](https://core.telegram.org/bots/payments), allowing businesses to integrate payments in any chat without requesting approval from Telegram. With Telegram Bot Payments, salespeople can send invoices with a product photo, description, price and a *Pay* button. Then, customers choose a third-party payment provider from a list before checking out. There’s even an option to leave a tip! ![The%20image%20shows%20how%20to%20sell%20products%20on%20Telegram.%20These%20Telegram%20sales%20bot%20shows%20you%20how%20Telegram%20payments%20work%20without%20spending%20any%20real%20money.](https://images.ctfassets.net/ph8r57dk1q9w/29nnCrAWj9WvP33W5Sdp3X/56c4436d9b8eb270dfb99c8c39f35862/Untitleddesign1_5947ef564a458aa4139632ceb2f7e47b.jpeg) Lastly, the Telegram Payment Bot sends the customers a receipt after the purchase is complete. Telegram doesn’t charge any commission and payment information is only shared between customer and merchant. Telegram Bot Payments are an alternative for businesses that don’t have an e-commerce website and prefer to process payments from the Telegram app itself. #### How to Sell on Telegram: Telegram 1:1 Conversations Businesses that use messaging apps for conversational sales spend a big part of their time nurturing leads, so they need to choose a messaging app with good 1:1 messaging capabilities. Let’s see what Telegram has to offer in terms of personal messaging. Similar to using [Facebook Messenger for sales](https://respond.io/blog/messenger-sales), contacts are required to send you the first message on Telegram to have a conversation with them. To reduce spam, Telegram has taken the following measure: Only the username passes through the Telegram Bot API to your messaging CRM — no phone number and no ID. Because of this, exporting contact lists via CSV files is not an option. ![This%20image%20shows%20three%20important%20concepts%20businesses%20must%20be%20aware%20of%20when%20using%20a%20Telegram%20sales%20bot%20to%20sell%20products%20on%20Telegram.](https://images.ctfassets.net/ph8r57dk1q9w/5RgN1XfUG0X8c733au2fJ5/9eeedca3b2086820e6ff560d177941b2/TelegramSalesImage031_dd9d568796ff9326b9e548574c638998.png) This means creating complete contact lists from the beginning is impossible. While this may be a limitation, we have outlined several recommendations on [how to get customers to message you first.](https://respond.io/blog/telegram-for-business#toc-mobile-9) Here’s the good news. **Telegram doesn't have a messaging window**, which offers salespeople flexibility in communicating with customers as they don’t have to worry about being restricted by [message templates](https://respond.io/blog/whatsapp-template-message) or [Message Tags](https://respond.io/blog/facebook-message-tag) to reopen a conversation. If you want to use Telegram for sales, remember to connect your Telegram Bot account to a messaging inbox. Let us explain why respond.io is the right choice for you. ### How to Sell on Telegram with Respond.io: Quick Wins Now that you know the basics, we’ll give you five reasons to sell on Telegram using respond.io as a messaging inbox. #### How to Sell on Telegram with Respond.io: Automate Your Sales Cycle with Workflows [Workflows](https://help.respond.io/workflows/workflows-overview) is respond.io’s Workflow builder for task automation. Companies use it to automate [support](https://respond.io/blog/telegram-support), [marketing](https://respond.io/blog/telegram-broadcast) and sales processes. Here is a simple example of how to use this feature in your sales cycle. Build a Workflow that [qualifies leads by asking questions](https://respond.io/blog/question-bot) to determine the sales funnel they fall into. Then, implement routing logic that [routes leads](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) by priority access, deal size, region or more, and [auto-assign them](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to a sales agent accordingly. ![This%20image%20shows%20a%20respond.io%20workflow%20that%20qualifies%20leads%20on%20a%20third%20party%20platform%20based%20on%20the%20website%20provided.](https://images.ctfassets.net/ph8r57dk1q9w/2LiCfmj1YQpgjlOwzWB9GA/1f08fd81c5b548f29782f34ad2f12b78/Screenshot2022-07-01at14_38_55_24c74cb50294c1a9ef97fcee7756a983.png) This is just a suggestion on how to build a basic sales qualification Workflow, but the possibilities are endless. Workflows are highly customizable, allowing companies to automate their sales cycles and save their sales agents valuable time. #### How to Sell on Telegram with Respond.io: Get a Holistic View of Your Contacts The same customer might contact you via different messaging channels like WhatsApp or Messenger if you are in a [country where these chat apps are popular](https://respond.io/blog/top-messaging-apps). As a result, you’ll end up with siloed conversations across channels. ![This%20image%20shows%20how%20to%20merge%20contacts%20on%20respond.io.%20This%20feature%20is%20useful%20for%20agents%20that%20use%20a%20Telegram%20sales%20bot%20to%20sell%20on%20Telegram.%20](https://images.ctfassets.net/ph8r57dk1q9w/4tG5G8wdW2W0cDFL2iVsE7/77061846b0eaa2c4b06ed879a830458f/ContactMergeGIF03_d7408907f4b1c52e60e5d922ae49eef0.gif) To address this, [merge two or more Contact profiles](https://respond.io/blog/merge-contacts) for an accurate overview of a Contact and their interaction history to create a single customer story. Sales agents can view past interests or purchase inquiries to better understand the customer's needs. #### How to Sell on Telegram with Respond.io: Funnel Leads to Your Inbox As mentioned, businesses aren’t allowed to send the first message to customers, but Telegram makes it easy for customers to contact you. Respond.io gives you access to these features in the [Settings Module](https://help.respond.io/workspace-settings/settings-general). Click on your Telegram Channel and select *Scan Code* to generate a QR code. Paste it on your website or your physical store to drive conversations with your sales teams. ![This%20image%20shows%20three%20different%20strategies%20to%20get%20customers%20to%20message%20you%20on%20Telegram.%20To%20sell%20products%20on%20Telegram%2C%20use%20Telegram%20Links%2C%20Telegram%20QR%20codes%20and%20a%20Telegram%20website%20widget.](https://images.ctfassets.net/ph8r57dk1q9w/6zcRJ4MsNhUA8hX0XibqTc/72ed8153f3c428c368311b5d854242b3/TelegramSalesImage04_5b5f28b3da3d809a5fa52413313da1b1.png) You’ll also find a Telegram click-to-chat link, which you can embed anywhere on your website or share across your social media platforms to encourage inbound conversations on the channel. Alternatively, [add a Telegram widget](https://respond.io/blog/add-telegram-to-website) to your website to give page visitors a way to contact you via Telegram. #### How to Sell on Telegram with Respond.io: Integrate Your Existing Sales CRM Medium to large-sized businesses should use a Telegram inbox that can be integrated with their sales CRM like Hubspot or Salesforce. Respond.io works in conjunction with your sales CRM, allowing you to seamlessly exchange information between both platforms. ![This%20image%20shows%20how%20to%20use%20the%20shortcut%20button%20for%20Telegram%20sales.%20For%20example%2C%20you%20can%20create%20a%20lead%20qualification%20Workflow%20and%20trigger%20it%20using%20the%20shortcut%20button%20without%20leaving%20the%20conversation.](https://images.ctfassets.net/ph8r57dk1q9w/53ZLUXSskYXgmHSurHiBQL/06681cb8123cdb5b489f02f31ee86531/Screenshot2022-07-15at2_13_49PM_ac911651140584a24bcac106b3f70ef1.png) Build Workflows to create deals in a sales CRM or qualify leads on data activation platforms like Clearbit. Then, launch them with just a click of the Shortcuts button in the Messaging Console. Thanks to this convenient feature, sales agents can carry out sales-related tasks while chatting with a customer, eliminating the hassle of going back and forth between respond.io and third-party platforms. #### How to Sell on Telegram with Respond.io: Mobile App for Agents on the Go Sometimes sales agents are required to attend to important customers, even when they are not at their desks. Fortunately, respond.io is cross-platform, meaning that it’s available on PC and phone devices. ![This%20image%20shows%20the%20respond.io%20app%2C%20which%20is%20ideal%20for%20Telegram%20sales%2C%20as%20agents%20can%20make%20sure%20that%20they%20respond%20to%20Telegram%20messages%20right%20away.](https://images.ctfassets.net/ph8r57dk1q9w/P6qUwLardKK1bcJiQG6q5/c1ca245a07e23d934212d734edfc6dcc/Untitleddesign_33f0e23efaaa00b096616e5b3546ec7c.png) In sales, time is a valuable asset. With the respond.io app, sales agents can ensure customers always receive quick responses. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. Telegram offers some unique benefits for conversational sales, which make it an interesting alternative to WhatsApp or Facebook Messenger. If you’re ready to use Telegram for sales, [sign up for a respond.io account](https://app.respond.io/user/register) and [connect your Telegram business account today](https://help.respond.io/channels/telegram#connecting_telegram)! ### Further Reading Want to learn more about conversational sales on messaging apps? Here are a few articles for you to check out. - What is Business Messaging? - WhatsApp Sales: How to Sell on WhatsApp - Facebook Messenger Sales: How to Sell on Facebook Messenger ## [How to Sell on TikTok: Turn Scrolls into Sales with TikTok Shop and Beyond ](https:/respond.io/blog/how-to-sell-on-tiktok) Are you ready to sell on TikTok? Explore powerful methods from TikTok Shop to live streaming that can skyrocket your sales and elevate your brand's reach. TikTok is the best thing for businesses since sliced bread. Whether you're a small business owner or a multinational brand, learning how to sell on TikTok is essential. With [over a billion users](https://newsroom.tiktok.com/en-us/1-billion-people-on-tiktok) scrolling through TikTok, it's undeniable that it’s a gold mine for sales and marketing opportunities. But how can businesses even begin to tap into TikTok? With a variety of options from TikTok Shop to TikTok ads, it can feel overwhelming to get started. If you relate to this and want to learn how to sell on TikTok, read on! ### TikTok Shopping: Benefits of Selling on TikTok Selling on TikTok is a way to tap into one of the most rapidly growing platforms in the world. If your primary intention is to boost sales for your brand, here’s how you can specifically benefit from knowing how to sell on TikTok: ![Image%20covering%20why%20you%20should%20sell%20on%20TikTok%20using%20TikTok%20ecommerce%20to%20focus%20on%20TikTok%20target%20markest%20and%20TikTok%20marketing%20strategies.](https://images.ctfassets.net/ph8r57dk1q9w/7Mj373noi0DaAu23w9Wzrg/1c12c64076720f88497cca9981cb8fb0/how-to-sell-on-tiktok-image-1_f7196f936837a810af760488520dad49.png) #### Large TikTok Shopping User Base With billions of active users on TikTok, the platform provides a powerful opportunity for businesses to reach practically any target audience and demographic under the sun. Even beyond just selling, there’s an avenue here to significantly boost the visibility of your brand if done right. #### Cheaper Than Traditional Solutions If we [compare TikTok to other social platforms like Instagram](https://respond.io/blog/tiktok-vs-instagram), selling and advertising doesn’t have to break the bank. TikTok advertising, for instance, generally costs lower than other similar social media platforms with the average cost-per-click being just [$0.22](https://metricool.com/tiktok-statistics/). #### Integrated TikTok Shopping Experience From the buyer’s perspective, TikTok offers an incredibly smooth, seamless shopping experience with [30% of daily users](https://www.statista.com/statistics/1449256/frequency-tiktok-use-tiktok-shop-usage-united-states/) having used TikTok Shop before. From discovering and purchasing products whether from videos or even live streams, with just a few clicks, views can be turned into sales with minimal friction. #### Community Engagement TikTok is more than just a sales platform—it’s a community and this is in part thanks to TikTok having the [highest engagement rate amongst social media apps](https://www.socialinsider.io/blog/social-media-benchmarks/). Through interactive features like comments, duets and live streams, you can build a loyal following and foster deeper connections with your audience. ### How to Start Selling on TikTok Shop For businesses like yours, the good news is that TikTok makes it easy to set up a TikTok Shop, assuming you’re eligible to become a TikTok seller. Here’s how you can do this in four easy steps: #### Step 1: Create a TikTok Business Account ![Making%20a%20TikTok%20Business%20Account%20shouldn%u2019t%20take%20more%20than%20a%20few%20minutes](https://images.ctfassets.net/ph8r57dk1q9w/4mqra5WT6SWoFkavmZ6gzk/99a5e3d3d2f5b166647959287ea6a390/screenshot-2024-08-14-at-30416-pm_40a36bccccf6db6b136433f386c7cd96.jpg) To begin, you'll need to have a TikTok Business Account. If you’re currently using a personal account, you can easily switch to a business profile. This will give you access to TikTok’s business tools, including the option to set up a TikTok Shop. #### Step 2: Apply for TikTok Shop Access ![Make%20sure%20to%20provide%20all%20the%20required%20documents](https://images.ctfassets.net/ph8r57dk1q9w/1qO78EY0jH5XSOkUkuLQjF/8b4638bab57b311ae1d5a2e1b5fea639/screenshot-2024-08-14-at-31323-pm_8a6c48f24850350c22e184bb245a6465.jpg) Next, visit the TikTok Shop Seller Center to apply for access. You’ll need to provide details, such as your business name, contact information and other necessary verification documents. Once your application is reviewed and approved, you’ll be granted access to start listing your products in the TikTok Shop. #### Step 3: List Your Products ![Time%20to%20list%20out%20all%20of%20your%20products](https://images.ctfassets.net/ph8r57dk1q9w/3OI2k7sJ5ZK6DWxkCMKRG/f5fc0534a76b1325ad1c5e9b3a8c9ae8/screenshot-2024-08-14-at-31236-pm_7fa015d201f3c9883b9aab0d3ea9ef02.jpg) Now for the fun part. Once verified, you’re officially a TikTok merchant! From the Seller Center, you’ll now be able to manage all aspects of your shop, from listing your products to working with your inventories, orders, promotions and more. #### Step 4: Promote Your TikTok Shop ![Setting%20up%20a%20TikTok%20Shop%20alone%20isn%u2019t%20enough%20as%20you%u2019ll%20still%20need%20to%20promote%20it](https://images.ctfassets.net/ph8r57dk1q9w/5rsseW9pa9yfL0Yo0rdX6I/b139296a7cba7bf62c12666841da893d/screenshot-2024-08-14-at-31511-pm_94c6055447841b621731d393a945d947.jpg) But just because you’ve set up your shop and listed your products doesn’t mean your journey has come to an end. In fact, it’s just the beginning. If you want to become a top TikTok seller, now is the time to start getting creative and taking full advantage of the platform to get your product and brand out there. ### Best Practices When Selling on TikTok Knowing about the benefits and how-tos behind setting up a shop on TikTok is only one part of the equation. You still need to know how to sell on TikTok effectively. To make sure you get the most out of selling on TikTok, always keep the following best practices in mind: ![Image%20covering%20TikTok%20tips%20to%20boost%20TikTok%20Shop%20Sales%20and%20provide%20a%20smooth%20shopping%20on%20TikTok%20experience%20for%20customers%20to%20be%20one%20of%20the%20best%20TikTok%20Sellers.](https://images.ctfassets.net/ph8r57dk1q9w/3BTbtcIC1bYpX1jMxrfUUT/8a1b705738b87649a877837eb63a1f11/how-to-sell-on-tiktok-image-2_3c44020b6e5603db173658ec392e2fcb.png) #### Tip 1: Know Your Target Audience This point may seem obvious on paper but it’s worth emphasizing a hundred times over: Know. Your. Audience. Knowing your audience is more than just demographics, however. Stay on top of trends, see which influencers are resonating with your audience and pay attention to hashtags that are gaining traction. The more you align your content with what your audience is already engaging with, the more effective you’ll be. #### Tip 2: Don’t be Overly Promotional TikTok users are digital natives. They’ll smell an advertisement from a mile away. Sure, they’re pretty receptive and open to advertising but nobody appreciates being bombarded with a flurry of overt ads. Instead, be fun and creative— create content that educates and entertains, even if your primary goal is sales. #### Tip 3: Leverage User-generated Content User-generated content (UGC) is your secret ally. Leveraging UGC is not only an effective way to encourage customers to practically create content featuring your products for you, providing you with a steady stream of content, but it can also create a sense of community amongst your audiences. #### Tip 4: Familiarize yourself with TikTok’s Guidelines TikTok may be home to a staggering range of content that fits about every niche out there but it isn’t the wild west. Their community guidelines are there for a reason so make sure you know them by heart and stick to them, *especially* when using advertising, otherwise you risk getting your account banned. #### Tip 5: Engage with Followers TikTok sales shouldn’t be a one-way street. Emphasize the *social* in social media by actively engaging with your followers. Ask questions in your videos, respond to comments and consider duets with your followers. Engaging directly with your audience fosters a sense of loyalty and can turn casual viewers into paying customers. #### Tip 6: Prioritize Quality over Quantity It’s tempting to churn out content to stay in the feed, but quality must trump quantity. One well-crafted, engaging video will do more for your brand than ten rushed, mediocre ones. TikTok’s algorithm favors content that keeps viewers watching, so focus on creating videos that are not only high-quality but also compelling. When your content is good, your audience will be more likely to engage, share and ultimately, buy. ### Different Methods for Selling on TikTok Selling on TikTok is so much more than posting random clickbaity videos and hoping for the best. Moreover, when businesses think about selling their products and services on TikTok, the first thing that usually comes to mind is TikTok Shop. ![Image%20depicting%20various%20ways%20to%20go%20about%20TikTok%20selling.](https://images.ctfassets.net/ph8r57dk1q9w/5VlsYZHUJNU683Nh1WZVY5/9fa9b6ef7a96319b0265936dca8a2ee6/how-to-sell-on-tiktok-image-3_9391781138b76dbfc9c0c76f39bf4d0e.png) While it’s a powerful tool, it’s just the tip of the iceberg when it comes to selling on TikTok. Let’s break down the different ways you can sell on TikTok—beyond the shop: #### How to Sell on TikTok Using TikTok Shop TikTok Shop offers your business the opportunity to set up a digital storefront right on TikTok's doorstep. This allows you to present an integrated shopping experience all within the app, making it easier than ever for scrolling users to discover and purchase your products without needing to exit the app. Though this sounds enticing, know that effective selling requires more than just setting up a shop. It requires you to view your shop as the destination and should be paired with engaging content and TiktOK advertising to create a journey that leads viewers there. #### How to Sell on TikTok with Influencer Marketing Never underestimate the potential impact that influencers wield. Partnering with them gives you access to their followers, helping you reach a much wider audience. When you choose to work with influencers who genuinely align with your brand and whose followers match your target audience, this can work to your benefit. Their content showcasing your product can be seen as an endorsement by their followers, leading to direct sales from an audience who trust their recommendations. #### How to Sell on TikTok Via Live Streaming [TikTok LIVE](https://support.tiktok.com/en/live-gifts-wallet/tiktok-live/what-is-tiktok-live) is another powerful method in your arsenal when learning how to sell on TikTok. It's a unique experience that lets you connect with your audience and interact with them in real time—answering questions, addressing concerns and providing experiences that are both instant and personal. Best of all, audiences can be converted into buyers on the spot, as TikTok Live allows viewers to purchase directly from streams! #### How to Sell on TikTok through TikTok Advertising [TikTok ads are powerful tools](https://respond.io/blog/tiktok-ads) that let you reach your target audience precisely when you want. From branded hashtag challenges to in-feed videos, TikTok advertising is an excellent way to tap into TikTok’s massive user base and get your product noticed. That said, it's essential to be mindful of audience preferences and make your ads feel like a natural part of the TikTok experience—engaging, entertaining and subtly salesy without coming across as an overt promotion. ### Boost Your TikTok Sales with respond.io Respond.io is among the first few badged TikTok Marketing Technology Partners globally. The badge is awarded for expertise in end-to-end TikTok sales and marketing solutions, including sales workflow automation and tools to optimize TikTok ad performance. What does this mean for your business? As a badged partner, respond.io gives you access to the latest innovations in TikTok Business Messaging. From capturing leads to closing sales, you’ll have the tools to attract, convert and grow customers — all from a single platform. By adding TikTok Business Messaging to respond.io’s omnichannel suite, businesses can manage TikTok chats alongside WhatsApp, Instagram, and more—all from a single inbox. Available in most regions (except the U.S., EEA, Switzerland, and the U.K.), TikTok Business Messaging helps you convert engagement into sales. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results With TikTok Business Messaging and TikTok Instant Messaging Ads, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you found our article insightful, we invite you to check out the following reads: - TikTok Ads: Harness TikTok Messaging Ads to Boost Sales - Ultimate Guide to TikTok for Business - 5 Game-Changing Reasons Businesses Need TikTok Advertising ## [How to Sell on WeChat: Using WeChat Sales to Close More Deals](https:/respond.io/blog/how-to-sell-on-wechat) All you need to know about how to sell on WeChat. Learn the benefits of selling on WeChat and using respond.io to improve your WeChat sales. If you want to know how to sell on WeChat instead of using email and phone calls, you’re in the right place. In this article, learn all about selling on WeChat and using respond.io to shorten your WeChat sales cycle! ### WeChat for Sales vs Traditional Methods For years, phone calls and emails have been the main methods for carrying out sales, but in recent times businesses have been adopting instant messaging as well. These are some of the limitations of phone and email sales: For a phone call to take place, both parties need to be available at the same time and in a conducive environment to participate in a conversation. Since voice calls aren’t normally recorded, details can be forgotten or misinterpreted. Phone calls can be costly, especially if they are international. In addition, people prefer [texting these days instead of making calls](https://respond.io/blog/business-messaging#toc-mobile-1:~:text=64%25%20of%20customers%20said%20they%20prefer%20instant%20messaging%20a%20company%20than%20calling). | Channel | Disadvantages | | --- | --- | | Phone | - No conversation records - Both parties need to be available at the same time - Inability to send files | | Email | - Gets sent to junk/spam folders - Slow responses between parties - Scattered conversations | Emails tend to be missed because spam filters often send sales-related emails to the junk folder. People open their [email far less frequently than messaging apps](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#:~:text=2018%20%7C%20Source%3A%20Statista-,Messaging%20App%20Engagement%20Rates,-It%20feels%20like) to check for new messages. Threads become dispersed when users don’t reply to everyone in the conversation or the latest emails, leading to confusion and missed messages. People might also send emails from different addresses, leading to problems with contact identification. As you can see, phone calls and emails have many limitations. Fortunately, there’s a better option to conduct remote sales: instant messaging. #### Why Use Instant Messaging for Sales Instant messaging improves conversational sales by combining the most useful aspects of email and phone calls. Instant messenger conversations can happen in real-time or asynchronously and people can respond to messages anywhere and at any time. When it’s inconvenient to type urgent messages, users can send voice recordings to recipients instead. The ability to share files and documents makes instant messaging the most versatile communication channel out there. ![An%20image%20showing%20why%20you%20should%20use%20instant%20messengers%20for%20sales%20-%20more%20effective%20than%20phone%20or%20email%2C%20higher%20response%20rates%20and%20traceable%20conversation%20history](https://images.ctfassets.net/ph8r57dk1q9w/1FX1WCgwfxMXIQFOloGyNF/25eb00ff8e3c3850b3f3e00aa7860295/WeChatSalesImage01_025ac4b15ae892632e3c2ad6c2a4eb24.png) Instant messaging conversations also tend to be more casual, making it easier to build relationships quickly, especially since contacts will be more responsive to your messages. Messages are easily traceable, as they are stored in chronological order and involve no messy threads. Each interaction you have with a contact will be contained within its chat window on the channel, making it easy to search or go through for relevant info. Next, let’s go over why you should use WeChat Official Accounts for sales. ### How to Sell on WeChat: Benefits of Selling on WeChat There are many instant messengers available out there; what makes WeChat stand out from the rest? Firstly, WeChat has 1.2 billion monthly active users, making it one of the [most popular messaging apps in the world](https://respond.io/blog/top-messaging-apps#toc-mobile-3), [especially in China](https://respond.io/blog/the-top-3-chinese-chat-apps). If WeChat is the dominant messaging app in the regions that your clients are in, there’s a high chance that a significant number of potential customers will be on the channel. Since they already spend a lot of time using WeChat, it’ll be easy for them to reach you. ![An%20image%20showing%20why%20you%20should%20carry%20out%20sales%20on%20WeChat%20-%20wide%20pool%20of%20potential%20customers%2C%20special%20tools%20for%20business%2C%20third-party%20inbox%20support](https://images.ctfassets.net/ph8r57dk1q9w/2IBX9AO1EYyXk9w7lEUq0e/5a1f1a7af61423e0f6024ebca59e600e/WeChatSalesImage02_ecc42e443cf54b363e972a28a4b7786f.png) WeChat also has Official Accounts that millions of businesses use to communicate with and sell to their customers. These accounts provide access to special tools like newsletters, analytics, polls and more to get the job done. Any WeChat user who follows your Official Account can [send you a message](https://respond.io/blog/wechat-official-account#toc-mobile-9), opening the doors for a potential sale. The conversational nature of instant messaging is great for building partner-like relationships and making your customers feel special. WeChat also supports third-party inbox services like respond.io, unlocking even more benefits for businesses with large teams of salespeople. However, before you start selling on WeChat, you should be aware of its limitations. ### How to Sell on WeChat: What You Should Know About Selling on WeChat Although anyone can create a [WeChat Official Account for business](https://respond.io/blog/wechat-official-account#toc-mobile-4), accounts need to be [verified by WeChat](https://respond.io/blog/wechat-official-account#toc-mobile-7) in order to access the tools mentioned above. This is a process that cannot be avoided, as unverified WeChat Official Accounts will be canceled after 30 days. To verify a WeChat Official Account, you must submit your business registration information, an official application letter and a mobile phone statement. There is also an [annual verification fee](https://respond.io/blog/wechat-official-account#toc-mobile-7) of USD99 or RMB300, depending on your business location. WeChat is also particular about [when Official Accounts can contact WeChat users](https://respond.io/blog/wechat-official-account#toc-mobile-11). Official Accounts can’t send WeChat users the first message, which means conversations need to be initiated by customers. ![An%20image%20showing%20what%20you%20should%20know%20about%20WeChat%20Chat%20Sales%20-%20strict%20verification%20process%2C%20limited%20messaging%20window%2C%20and%20no%20support%20for%20WeChat%20groups](https://images.ctfassets.net/ph8r57dk1q9w/6wSkwuMtCBUSqDj0f9x5TS/29f552508138bd1680b57707344b5ac1/WeChatSalesImage03_b34c31a60107e3149fd83569675b345e.png) Official Accounts must abide by the 48-hour messaging window. You can’t send direct messages to personal WeChat accounts after the window has closed. However, if WeChat users don’t resume a conversation, you can reach out to them [via other channels](https://respond.io/blog/how-to-sell-on-wechat#toc-mobile-7). Lastly, WeChat Official Accounts [can’t be added to groups](https://respond.io/blog/wechat-official-account#toc-mobile-11). This means you won’t be able to message multiple customers in a single chat. Now that the restrictions are clear, let’s see what we can gain by connecting WeChat to an omnichannel inbox. ### How to Sell on WeChat Using respond.io: Quick Wins While the operation of WeChat Official Accounts can be handled through the [Official Accounts Platform](https://mp.weixin.qq.com/cgi-bin/loginpage?t=wxm2-login&lang=en_US), it is only suitable for smaller businesses. For larger businesses with teams of sales agents, a third-party inbox like respond.io is more suitable. Here are some of the things you can do when you connect your WeChat Official Account to respond.io: #### Shorten Your Sales Cycle with Automation Respond.io has a number of powerful tools to speed up the sales process. By automating repetitive tasks, you can allocate the workforce and time elsewhere. Customers communicating with businesses on messaging apps like WeChat [expect to receive fast replies](https://respond.io/blog/business-messaging#toc-mobile-1). If customers don’t hear back from you quickly, they move on. ![An%20image%20showing%20how%20to%20WeChat%20sales%20using%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/5dQwHpSUEHolCITW67oYS1/970191a5da5eebccb156d609af372560/Screenshot2022-07-01at14_38_55_24c74cb50294c1a9ef97fcee7756a983.png) With respond.io, manage customers’ expectations by setting up [auto-replies](https://respond.io/blog/wechat-auto-reply) to let customers know [when you’re away or to welcome them](https://help.respond.io/quick-start/automated-welcome-and-away-messages). Automated Workflows determine the sales funnel or route a contact falls into by [automating lead qualification](https://help.respond.io/sales-use-case/inbound-sales-enrich-contact-data-and-qualify-leads), [routing to the right team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assigning customers](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to appropriate salespeople. #### Integrate WeChat Official Account with Your Sales CRM Workflows allow you to [integrate respond.io with your existing sales CRM](https://respond.io/blog/wechat-crm) to allow for info exchange between them. - Qualify Contacts with data enrichment tools such as Clearbit - Calculate price quotations for a custom plan during client consultations - Launch the necessary Workflow from the Messages Module so you don’t have to switch between platforms to execute tasks while chatting with a Contact - Generate sales deals in a CRM such as Hubspot or Salesforce ![An%20image%20showing%20qualifying%20Contacts%20before%20transferring%20them](https://images.ctfassets.net/ph8r57dk1q9w/r6xM8MoY5pnL0Ug44YaNv/74bfc1eefeda27cb38a433bd3fa9342b/WhatsAppCRM5_5338abefc05f7825b87bfeed6b597e45.png) With [integrations](https://help.respond.io/workspace-settings/integrations), you eliminate any potential errors that may arise when reentering data in another app or platform. Use them to improve the efficiency of your salespeople and save their time! #### Get an Overview of Customers’ Chat History with Contact Merge and Tagging Most messaging app users have more than one messaging app on their phones. They may have used other messaging channels to reach you previously, which leads to siloed conversations. Fortunately, respond.io’s [Contact Merge](https://respond.io/blog/merge-contacts) feature solves this issue. With Contact Merge, you can combine the Contacts who have reached out to you in the past regardless of which channel they used. The Channels, Messages, Events and Comments associated with the Contact will be merged into a single profile. Conversations with the merged Contacts across Channels are also displayed in chronological order on a seamless, scrollable interface in the messaging console, so you’ll never miss a message from them, no matter which channel they reach out on. ![An%20image%20showing%20Contact%20Merge%20in%20action](https://images.ctfassets.net/ph8r57dk1q9w/1KVS1TJjJC13Q8iWgg12ag/76b1c9f6c80a80c620288707ff8db417/contactmerge_b1100777773150e0be5f1f0e2c5a24d8.gif) If a messaging window with a Contact has closed on WeChat, resume the conversation on another [connected Channel](https://help.respond.io/channels/channels-overview#channels_summary) without a messaging window, like SMS or email. You’ll be able to pick up the conversation where you left off, without having to switch platforms. [Tags](https://help.respond.io/contacts/contact-details#tags) let you build complete profiles of your customers to understand them better. For example, use Tags to segment customers by interest, subscription tiers or language among others, so you know which sales teams should be handling their conversations. #### Mobile App for Agents on the Go Respond.io has a mobile app that allows agents to answer customer inquiries and follow up on leads from WeChat on their mobile phones. The app has all the features available on the desktop such as [Dashboard](https://help.respond.io/search/dashboard), [Contacts](https://help.respond.io/contacts/contacts-overview) and [Messaging](https://help.respond.io/messages/messages-overview) to give agents an effortless messaging experience and the convenience of answering messages on the go, wherever they are. ![An%20image%20showing%20the%20respond.io%20mobile%20app%20to%20carry%20out%20sales%20on%20the%20go](https://images.ctfassets.net/ph8r57dk1q9w/7wnge4uV1HypOyZ5gjKdCO/26215dd06c9d32d2daf579db282416e4/WBMUImage17_c527a1688457cb9771c10b2a82c2363c.png) Agents will receive a push notification every time they receive a new message or when they are assigned new Contacts, allowing them to stay updated and avoid missing messages. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. Now you know how to use WeChat to better your sales operations, it’s time to put this knowledge to good use. [Connect your WeChat Official Account to respond.io](https://app.respond.io/user/register) and reach new customers! ### Further Reading Found this guide helpful? Here are some other articles that will help you sell more effectively on WeChat: - Ultimate Guide to WeChat Business - WeChat CRM: Integrating WeChat with a CRM on respond.io - 6 Ways Companies Use WeChat for Business ## [How to Send a WhatsApp Business Notification](https:/respond.io/blog/whatsapp-business-notification) Still sending SMS notifications? It's time to switch to WhatsApp Business Notification. Learn how to send a WhatsApp Push Notification using respond.io. Still sending SMS notifications to your customers? It's time to switch to WhatsApp Business notifications. WhatsApp Business notifications (also known as WhatsApp notification or WhatsApp push notifications) has a high deliverability rate and is easy to set up. Plus, it’s affordable and supports two-way messaging! In this article, you’ll learn the different ways to send a WhatsApp push notification using respond.io. ### Why WhatsApp Business Notification is Better than SMS Notification For years, businesses have relied on SMS services to send notifications. But as [WhatsApp has increased in popularity compared to SMS](https://respond.io/blog/sms-vs-whatsapp) for various reasons, companies increasingly prefer sending a WhatsApp business notification over an SMS notification. #### WhatsApp Business Notification vs SMS Notification: Deliverability Deliverability measures the percentage of notifications that reach the intended recipient. Due to the nature of some channels, some notifications may never make it to the recipients. WhatsApp is among the most reliable channels for sending notifications, with a high deliverability rate of close to 100 percent. Customers will receive your WhatsApp push notification wherever they are, as long as they have an internet connection. SMS notifications have lower deliverability than WhatsApp notifications, even though they work without an internet connection. This is because SMS notifications undergo a process called carrier filtering. ![This%20is%20an%20image%20that%20compares%20the%20deliverability%20of%20Whatsapp%20Business%20Notification%20and%20SMS%20notification.%20WhatsApp%20is%20one%20of%20the%20most%20reliable%20channels%20for%20sending%20notifications%2C%20with%20a%20high%20deliverability%20rate%20of%20close%20to%20100%20percent.%20Customers%20will%20receive%20your%20WhatsApp%20Push%20Notification%20wherever%20they%20are%2C%20as%20long%20as%20they%20have%20an%20internet%20connection.%20SMS%20notifications%20have%20lower%20deliverability%20than%20WhatsApp%20Notifications%2C%20even%20though%20they%20work%20without%20an%20internet%20connection.%20This%20is%20because%20SMS%20notifications%20undergo%20a%20process%20called%20carrier%20filtering.](https://images.ctfassets.net/ph8r57dk1q9w/l010pOVUfyQdQpgtJSiet/e021646f6f437ac201759a9af59391d3/WhatsAppNotificationImage01_ea30455ccb6a44e7e7a21ff795deb3b3.png) Designed to protect mobile subscribers from spam and fraud, SMS carriers remove messages they consider inappropriate. All SMS notifications are subject to [carrier filtering](https://respond.io/blog/business-sms#toc-mobile-4). If filtered, SMS notifications will not be forwarded to the recipient. It’s not always possible to know for certain when an SMS notification has been filtered. Moreover, SMS notifications may not be delivered to your customers overseas with [cross-border restrictions](https://respond.io/blog/business-sms#toc-mobile-11) in place. [SMS numbers](https://respond.io/blog/business-sms#toc-mobile-5) like Short Code only let you send notifications locally. When it comes to deliverability, WhatsApp Business notification is an obvious winner. In the next section, you’ll learn about the setup requirements and time for both a WhatsApp notification and an SMS notification. #### WhatsApp Business Notification vs SMS Notification: Setup Requirements & Time Before you can send a WhatsApp Business notification or SMS notification, you need to set up an account or a number through a channel provider. Here, we'll take a look at the setup requirements and the time it takes to complete the setup. To set up WhatsApp Business notification, you have to [apply for a WhatsApp API account](https://respond.io/blog/how-to-get-whatsapp-api#toc-mobile-5) with a [WhatsApp partner like respond.io.](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider#toc-mobile-0) The application process only takes 10 minutes — all you need to do is provide basic information like email and company name. The optional [business verification](https://www.facebook.com/business/help/2058515294227817?id=180505742745347) can take 5-20 working days. ![This%20is%20a%20picture%20that%20compares%20the%20setup%20requirements%20of%20Whatsapp%20Business%20Notification%20and%20SMS%20notification.%20To%20set%20up%20WhatsApp%20Business%20Notification%2C%20you%20have%20to%20apply%20for%20a%20WhatsApp%20API%20account%20with%20a%20WhatsApp%20Partner.%20%20all%20you%20need%20to%20do%20is%20to%20provide%20basic%20information%20like%20email%20and%20company%20name.%20By%20comparison%2C%20setting%20up%20SMS%20notifications%20is%20much%20more%20complex%20and%20time-consuming.%20You%20need%20to%20apply%20for%20a%20Short%20Code%20by%20answering%20pages%20of%20questions%20about%20your%20company%20and%20use%20case.%20Read%20the%20article%20to%20learn%20what%20is%20a%20push%20notification%20WhatsApp%20](https://images.ctfassets.net/ph8r57dk1q9w/3zWTuhFeUXBiW9aYSTH7Sz/62496d58369136b06352965551854fba/WhatsAppNotificationsImage02_e14488fef78acaf829b8c72c82830714.png) By comparison, setting up SMS notifications is much more complex and time-consuming. You need to [apply for a Short Code](https://www.twilio.com/shortcode) by answering pages of questions about your company and use case. The processing time ranges between 8 and 12 weeks, and approval is not guaranteed. ![This%20is%20a%20picture%20that%20compares%20the%20setup%20time%20of%20Whatsapp%20Push%20Notification%20and%20SMS%20notification.%20The%20WhatsApp%20API%20application%20process%20only%20takes%2010%20minutes.%20%20The%20optional%20Business%20Verification%20process%20usually%20takes%205-20%20working%20days.%20The%20processing%20time%20of%20SMS%20Short%20Code%20ranges%20between%208%20and%2012%20weeks%2C%20and%20approval%20is%20not%20guaranteed.](https://images.ctfassets.net/ph8r57dk1q9w/6z3nFK5GvmuAUdeyMBToNv/2be96ebd1fd02d0b5b308e1cd767b7d7/WhatsAppNotificationImage031_efaebc51ec66539ef8dcd54120a20553.png) If you are looking for a hassle-free notification service that requires minimal setup, opt for WhatsApp Business notification. Now that you’ve learned the setup requirements of WhatsApp push notification and SMS notification, let’s discuss their pricing. #### WhatsApp Business Notification vs SMS Notification: Pricing Depending on the channel and channel provider, the total cost of notifications may include a per-message usage fee, a setup fee and a recurring service fee. The pricing of WhatsApp notifications is determined by your WhatsApp partner. While some partners charge [setup, service and per-message fees](https://respond.io/blog/whatsapp-business-api-pricing#toc-mobile-1) in addition to the mandatory [WhatsApp per-message charges](https://respond.io/blog/whatsapp-business-api-pricing#toc-mobile-2), respond.io doesn’t impose any such markups. This means you only pay for your WhatsApp template messages. ![This%20is%20a%20picture%20that%20compares%20the%20pricing%20of%20Whatsapp%20Notification%20and%20SMS%20notification.%20WhatsApp%20Partners%20like.%20360dialog%20charges%20businesses%20a%20monthly%20fee%20of%20%245%20and%20the%20standard%20per-message%20usage%20fee%20for%20sending%20notifications.%20To%20send%20SMS%20notifications%20in%20the%20US%20using%20a%20Twilio%20Short%20Code%2C%20businesses%20would%20need%20to%20pay%20a%20setup%20fee%2C%20and%20a%20hefty%20quarterly%20or%20annual%20lease%20payment.%20Additionally%2C%20you%u2019ll%20be%20charged%20a%20usage%20fee%20for%20each%20notification.%20](https://images.ctfassets.net/ph8r57dk1q9w/6nolaPSbZzNXOtQYDBAmCQ/726fc3052ac8a672de6261322c787e84/WhatsAppNotificationImage04_742591e44e8e07b0beb8d63fcbe546ec.png) SMS notification pricing varies depending on the type of SMS number and SMS provider. To send SMS notifications using a [Short Code](https://respond.io/blog/business-sms#toc-mobile-5), businesses would need to pay a setup fee and a [hefty quarterly or annual lease payment](https://support.twilio.com/hc/en-us/articles/226460288-How-much-does-a-Short-Code-cost-). Additionally, you’ll be charged a usage fee for each message. With the right WhatsApp partner, WhatsApp Business notification is likely cheaper than SMS notification. Next, we’ll discuss whether WhatsApp notification and SMS notification support two-way communication. #### WhatsApp Business Notification vs SMS Notification: Two-way Communication With two-way communication, businesses will be able to receive replies to notifications. Now, let’s find out if WhatsApp and SMS notifications support two-way communication. WhatsApp Business notification supports two-way messaging, which is useful in many situations. Recipients can reply to an appointment reminder to reschedule it or respond to an emergency notification to request rescue. Two-way communication always works on WhatsApp regardless of geographical location. ![This%20is%20an%20image%20that%20shows%20if%20WhatsApp%20Push%20Notifications%20and%20SMS%20notifications%20support%20two-way%20communication.%20WhatsApp%20Business%20Notification%20supports%20two-way%20messaging%2C%20which%20is%20useful%20in%20many%20situations.%20By%20contrast%2C%20SMS%20notification%20doesn%u2019t%20always%20support%20two-way%20communication.%20Many%20SMS%20numbers%20like%20Alphanumeric%20Codes%20and%20Shared%20Short%20Codes%20lack%20two-way%20messaging%20functionality.%20](https://images.ctfassets.net/ph8r57dk1q9w/3xJCcRtrAcuzXQvJWis1Pb/5036409e36b72eaa845e6c93671c2d6a/WhatsAppNotificationImage05_10f7b6cc3c685754b06c8967009fb513.png) By contrast, SMS notification doesn’t always support two-way communication. Many SMS numbers like [Alphanumeric Codes](https://respond.io/blog/business-sms#toc-mobile-5) and Shared Short Codes lack two-way messaging functionality. Others only support two-way messaging for notifications sent locally, which means you won’t receive replies from international customers. If you are looking for two-way communication with your customers, your best bet would be WhatsApp notification. Next, let’s recap the differences between WhatsApp Business Notification and SMS notification. #### WhatsApp Business Notification vs SMS Notification: Comparison At a Glance WhatsApp notification outperforms SMS notification in every aspect - it has a higher deliverability rate and it’s easy and quick to set up. Plus, WhatsApp notification is affordable and supports two-way communication. ![This%20is%20an%20image%20of%20the%20comparison%20table%20showing%20the%20differences%20between%20WhatsApp%20Business%20Notification%20and%20SMS%20notification.%20WhatsApp%20Notification%20outperforms%20SMS%20notification%20in%20every%20aspect%20-%20it%20has%20a%20higher%20deliverability%20rate%20and%20it%u2019s%20easy%20and%20quick%20to%20set%20up.%20Plus%2C%20WhatsApp%20Notification%20is%20affordable%20and%20supports%20two-way%20communication.%20Check%20out%20our%20blog%20to%20learn%20what%20is%20whatsapp%20push%20notification.%20](https://images.ctfassets.net/ph8r57dk1q9w/5NJYPMHrOIExD7LPkf5izC/d264f91c9a9cc6b58bcf18062717267a/WhatsAppNotificationImage06_68babc2fa9b8c4ab4a0daca19b910063.png) Looking to switch to WhatsApp Business notification? The first step to sending a WhatsApp push Notification is to get a [WhatsApp API account](https://respond.io/blog/whatsapp-business-api). Read on to learn more. ### WhatsApp Notifications: What You Need to Know You need a WhatsApp API account in order to send WhatsApp notifications. Before we delve into WhatsApp Business notifications, let's learn the basics of WhatsApp API and what message templates are. #### WhatsApp API Account: The Basics WhatsApp API is [designed for medium to large businesses](https://respond.io/blog/whatsapp-business-multiple-users) that require multiuser functionality. Businesses can [apply for a WhatsApp API account themselves](https://respond.io/blog/whatsapp-cloud-api#toc-mobile-8), which tends to be a tedious process, or acquire one through an official [WhatsApp partner](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider#toc-mobile-0). As WhatsApp API has no front-end interface, it needs to be connected to a messaging inbox to send and receive messages. Not all WhatsApp partners provide an inbox, so businesses can expect to pay a higher fee for this. ![This%20is%20an%20image%20that%20illustrates%20the%20basics%20of%20WhatsApp%20API.%20There%20are%20three%20WhatsApp%20API%20facts%20you%20should%20know.%20WhatsApp%20API%20is%20designed%20for%20medium%20to%20large%20businesses.%20Having%20no%20interface%2C%20WhatsApp%20API%20works%20in%20conjunction%20with%20a%20WhatsApp%20CRM.%20WhatsApp%20API%20is%20only%20available%20through%20WhatsApp%20Business%20Solution%20Providers.](https://images.ctfassets.net/ph8r57dk1q9w/2AUBJj53ZWjbwRtFogFKOG/029a27df498718793a1c9c3813ab10b4/WhatsAppNotificationsImage09_ddcfe1f58322dfbd49a583f54ef712ff.png) Respond.io offers access to the official WhatsApp API at no extra fees or markups and comes with an omnichannel inbox. You can [create a WhatsApp API account](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start) within minutes on respond.io and instantly start chatting with customers, integrating your [CRMs](https://respond.io/blog/whatsapp-crm) or [e-commerce platforms](https://help.respond.io/e-commerce-crm-integrations) and automating various business processes. But to send WhatsApp notifications, you first need to learn about WhatsApp message templates. #### WhatsApp Message Templates Unlike many other messaging channels, WhatsApp allows you to initiate conversations with customers. However, you can only do so via [message templates](https://respond.io/blog/whatsapp-template-message) that have been pre-approved by WhatsApp. You can [create and submit your templates for approval](https://help.respond.io/whatsapp/whatsapp-message-templates#creating_and_submitting_message_templates) on respond.io. The three categories approved by WhatsApp are: - Utility conversations: They provide detailed information about a current transaction, account, subscription, or interaction, including feedback surveys, account alerts, updates and order management. - Marketing conversations: These comprise awareness of products or brands, sales promotions, retargeting campaigns, app promotions and personalized customer engagement. - Authentication conversations: Enables businesses to authenticate users with one-time passcodes (OTPs). Before sending message templates, you are required to [collect opt-ins from your contacts](https://respond.io/blog/whatsapp-opt-in). Once they have opted in, you are ready to send them a WhatsApp Business notification. Read on to find out how to send WhatsApp notifications using respond.io. ### 3 Ways to Send WhatsApp Business Notifications There are three ways to send WhatsApp transactional notifications using respond.io: - Send a 1:1 WhatsApp push notification - Use the Broadcast Module to send a WhatsApp push notification - Trigger a WhatsApp push notification via API The first method works best for smaller companies dealing with a low volume of notifications, while the second and third approaches are ideal for larger businesses that send a high volume of WhatsApp notifications. ![This%20is%20a%20picture%20that%20shows%20the%20ways%20to%20Send%20WhatsApp%20Business%20Notification.There%20are%20three%20ways%20to%20send%20WhatsApp%20transactional%20notifications%20using%20respond.io%3A%20send%20a%201%3A1%20WhatsApp%20Push%20Notification%2C%20use%20Broadcast%20to%20send%20a%20WhatsApp%20Push%20Notification%2C%20and%20send%20a%20WhatsApp%20Push%20Notification%20Via%20Messages%20API.](https://images.ctfassets.net/ph8r57dk1q9w/3xmKRlilmIfi3OAw1cpUlY/f4fb6638be30605b26978acb595bba94/WhatsAppNotificationsImage07_a4911dc8cdd04585574c1eaaef6a5744.png) Below, we'll show you how to send a WhatsApp push notification using each of these methods. #### Sending a 1-on-1 WhatsApp Push Notification Smaller businesses can send personalized 1-on-1 WhatsApp push notifications to their customers. For instance, hair salon owners may send WhatsApp push notifications with appointment details to their customers one by one. Once your message templates are approved and have [been synced](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start#syncing_message_templates) on respond.io, you are ready to [send a WhatsApp push notification](https://help.respond.io/whatsapp/whatsapp-message-templates#sending_a_whats_app_message_template). To start, go to the Messages module on respond.io and select the Contact you wish to message. ![This%20clip%20shows%20how%20to%20send%20a%20WhatsApp%20push%20notification](https://images.ctfassets.net/ph8r57dk1q9w/7EOj97tEy4upGKf6tSPV4T/b06cd14e7d20bce1f353b4329ad4400c/whatsapp-template-message_ab6b5bf8edbf9a38fd6d715d854718bb.gif) Click on the *Send Message Template* button or the *Message Template* icon below the message composer. Then select the message template you’d like to use. Fill in the [Placeholders](https://respond.io/blog/whatsapp-template-message#toc-mobile-0) for the template. Consider using [Dynamic Variables](https://help.respond.io/dynamic-variables/dynamic-variables) to add a personal touch to your WhatsApp push notification. ![This%20is%20an%20image%20on%20how%20to%20send%20a%201%3A1%20Notification%20from%20respond.io.%20Fill%20in%20the%20Placeholders%20for%20the%20template.%20Use%20Dynamic%20Variables%20to%20add%20a%20personal%20touch.](https://images.ctfassets.net/ph8r57dk1q9w/fvxWKLowKtMIMKkMgJcH0/922560f95e42149fe510c88029a76d00/ScreenShot2021-10-18at3_29_46PM_de648ed80e3898b978c83291b758bc9e.png) Finally, press *Send* when you're ready. And that's how you send a 1-on-1 WhatsApp notification to a Contact. If you need to send WhatsApp Notifications en masse, we recommend using the Broadcast Module. #### Sending a WhatsApp Notification via Broadcast on Respond.io With respond.io’s [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview), you can improve the targeting and flexibility of [WhatsApp bulk messaging](https://respond.io/blog/whatsapp-broadcast) with several features. First, you create [Contact Segments](https://help.respond.io/contacts/segments) or precise target audiences based on criteria set in Contact Fields, Tags or predefined conditions. Customers who fulfill the criteria will automatically enter a Segment while those who no longer meet the criteria will exit a Segment, ensuring your list is always up-to-date with no manual effort from your team. ![This%20image%20shows%20the%20respond.io%20broadcasting%20capabilities.](https://images.ctfassets.net/ph8r57dk1q9w/3aTbcyhTA8PuVEVK6JkpFe/491414434ffdee0cc86fa8814dced7ab/broadcast-20-messaging-image_3eab6681b80b2ee71104f755feef99bf.png) In addition to selecting specific or multiple channels for a [WhatsApp broadcast,](https://respond.io/blog/whatsapp-broadcast) you can also improve reach by broadcasting to your [Contacts' last interacted channel](https://help.respond.io/broadcasts/sending-a-simple-broadcast#sending_a_broadcast_to_contacts_last_interacted_channel) to increase visibility and engagement rates. It’s also possible to save broadcasts as drafts if they aren’t ready for dissemination. This allows you to edit or reschedule them before they go live. If your plan supports it, you can [customize the rate](https://help.respond.io/broadcasts/sending-a-simple-broadcast#schedule_broadcast_and_customize_send_rates) at which your broadcast is delivered. When sending WhatsApp notifications via API or Broadcast, your messaging limit determines how many notifications you can send within a 24-hour period. WhatsApp API accounts have tiered messaging limits that consolidate across all phone numbers in your Business Manager account. Limits can increase automatically over time (e.g., from 2K → 10K → 100K → Unlimited messages). Segment your contacts or schedule notifications to stay within these limits while maximizing reach and engagement. > Pro Tip: Monitoring your messaging limit helps prevent throttling or delivery issues and ensures your notifications reach all intended recipients. If you are looking to automate WhatsApp notifications instead, you can set them up via API. We’ll delve into the details next. #### Automating a WhatsApp Push Notification Want to send automated WhatsApp notifications in real time? You can trigger them when Contacts perform certain actions on external platforms, such as creating a new account, abandoning a cart or completing a purchase. When the business software detects these actions or events, it generates a WhatsApp notification using a template and personalizes it with customer information like name and order number. Customers will receive this notification on WhatsApp via respond.io. > Remember: Even with automated notifications, your WhatsApp API messaging limit still applies. Ensure your triggers and workflows are optimized so you don’t exceed your account’s daily capacity. Use segmentation and scheduling to distribute notifications efficiently without impacting deliverability. ![This%20image%20shows%20how%20to%20automate%20a%20push%20notification%20on%20Zapier](https://images.ctfassets.net/ph8r57dk1q9w/1ppGbMANpmx7uc67sgI9NZ/628e9ea5c660198d4e7e78121128052f/zapier-create-from-template-2_e75a586a937b372e5713cd3eb1f3adbf.jpg) A [Zapier integration](https://help.respond.io/integrations/zapier) unlocks the ability to build comprehensive automation with over 5,000 applications, including CRMs such as [Hubspot](https://help.respond.io/e-commerce-crm-integrations/hubspot), [Salesforce](https://help.respond.io/e-commerce-crm-integrations/salesforce) and [Pipedrive](https://help.respond.io/e-commerce-crm-integrations/pipedrive) or e-commerce platforms like [Shopify](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify) and [Magento](https://help.respond.io/e-commerce-crm-integrations/ecommerce-integration-magento). Use the [pre-built templates](https://help.respond.io/integrations/zapier#create_a_zap_from_template) available to get started or [create a Zap from scratch](https://help.respond.io/integrations/zapier#create_a_zap_from_scratch). As you can see, respond.io has all the tools you need to send WhatsApp notifications in various ways. Test these out for yourself by [signing up for a free respond.io trial](https://app.respond.io/user/register) and [getting access to WhatsApp API](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) today! ### Further Reading And that’s everything you need to know about WhatsApp Business Notification. If you are interested in more information about WhatsApp for Business, check out the following articles: - Everything You Need to Know About WhatsApp API Pricing - WhatsApp Business Pricing: Comparing App, Premium & API - Using WhatsApp Business for Multiple Users ## [How to Send an Away Message for Business](https:/respond.io/blog/away-message-for-business) While it's not always possible to give your customers a quick response, you can always send them an Away Message using respond.io's Workflows. For customers, nothing is more frustrating than having their messages ignored. You may even lose customers if you leave them hanging. While it's not always possible to give customers a quick response, you can always send them an Away Message. Here, you'll learn the basics of Away Message for business and how to set up Away Messages using respond.io. ### Away Message for Business: The Basics Customers who message your business expect to hear back from you quickly. But no matter how committed you are to your customers, you won’t be available 24 hours a day to answer messages. This is where Away Messages come in. #### What Is An Away Message for Business An Away Message for business is the automated, predefined response sent to customers when you can’t attend to them right away. It serves as an acknowledgment that you have received your customer’s message. ![This%20is%20an%20image%20showing%20how%20an%20Away%20Message%20for%20Business%20looks.%20An%20Away%20Message%20for%20business%20is%20the%20automated%2C%20predefined%20response%20sent%20to%20customers%20when%20you%20can%u2019t%20attend%20to%20them%20right%20away.%20Away%20Messages%20serve%20as%20an%20acknowledgement%20that%20you%20have%20received%20your%20customer%u2019s%20message.](https://images.ctfassets.net/ph8r57dk1q9w/5Psidxkpoy3JfQYnwAXsJA/13b19c3a5c444e74feb0ae802ecee0fc/AwayMessagesImage013_52ea4c8d587e7d8c357785d30c98065f.png) The content of an Away Message for business varies depending on the situation, but it typically contains two pieces of information - why you can't attend to the inquiry now and when customers can expect a response. #### Why Use Away Messages for Business There are many reasons why you should set up an Away Message for business. For starters, Away Messages provide reassurance that you'll eventually respond. Without an Away Message, customers will be left wondering if you deliberately ignored them. Plus, an Away Message offers transparency by providing a reason for not being able to respond quickly. Being transparent with clients is important for building trust. ![This%20is%20a%20picture%20showing%20the%20reasons%20to%20use%20Away%20Messages%20For%20Business.%20%20Away%20Messages%20gives%20reassurance%20that%20you%27ll%20eventually%20respond.%20Plus%2C%20an%20Away%20Message%20offers%20transparency%20by%20providing%20a%20reason%20for%20not%20being%20to%20respond%20quickly.%20An%20Away%20Message%20also%20sets%20the%20correct%20expectations%20by%20giving%20customers%20an%20estimated%20response%20time.%20Lastly%2C%20Away%20Messages%20build%20a%20positive%20brand%20experience.](https://images.ctfassets.net/ph8r57dk1q9w/2oYPGVdrysKB6ravElay95/5ef0a005678a306c5e3319af5f722795/AwayMessagesImage023_3a872f0a8a1b348fc644012aea315f02.png) An auto Away Message also sets the correct expectations by giving customers an estimated response time. It helps avoid situations where customers look forward to their problem being solved in a day, but instead wait a week to get a response. Lastly, Away Messages build a positive brand experience. Sending an Away Message shows that you care, which helps cultivate a positive image of your brand. Now that you know the importance of Away Messages, let’s learn the best practices for writing one. #### Best Practices for Writing an Away Message for Business When writing an Away Message for business, it's good practice to give some indications that the message is automatically generated. A simple sentence like “This is an auto reply” would suffice. Or you could just include a robot emoji like 🤖 at the beginning of the message. Furthermore, you should offer an apology for not responding promptly. An apology goes a long way - when done right, it can mitigate a client’s frustration and anger. The best apologies are empathetic and specific. Avoid overused phrases like “Sorry for the inconvenience”. ![This%20is%20an%20image%20showing%20the%20best%20practices%20for%20writing%20an%20Away%20Message%20for%20business.%20Give%20some%20indications%20that%20the%20message%20is%20automatically%20generated.%20Offer%20an%20apology%20for%20not%20responding%20promptly.%20Encourage%20the%20customer%20to%20leave%20their%20details%20by%20replying%20to%20the%20Away%20Message.](https://images.ctfassets.net/ph8r57dk1q9w/62PpOJt5i85jWDYqo3Bppa/00830d22cd65c992584ab2c9b0736133/AwayMessagesImage04_7cc66ece1b0d04a2a7a800aae3d6a65b.png) Last but not least, you should encourage the customer to leave relevant details in response to Away Messages. This could be an account number, order number or any other info that would lead to faster resolution. The rules apply to all types of Away Message, whether it’s a WhatsApp Away Message or a Facebook Away Message. Now that you’ve learned how to write an effective business Away Message, we’ll walk you through how to send an Away Message on respond.io. ### 4 Ways to Set Up an Away Message for Business You can always set up an Away Message natively on any messaging app you are using. For instance, you may [create an Away Message on WhatsApp Business](https://respond.io/blog/whatsapp-business-app#toc-mobile-9). However, heavy messaging app users might benefit from managing their channels and messages from respond.io. ![This%20is%20an%20image%20showing%20the%20ways%20to%20set%20up%20an%20Away%20Message%20For%20business.%20Businesses%20can%20send%20a%20simple%20on/off%20Away%20Message%2C%20send%20Away%20Message%20when%20agents%20are%20offline%2C%20send%20Away%20Message%20outside%20of%20business%20hours%2C%20and%20send%20Away%20Messages%20when%20a%20dedicated%20agent%20is%20unavailable.](https://images.ctfassets.net/ph8r57dk1q9w/6PUajRpw3eQxFGeMyaZQLU/dd043af523539ade1275db0bdc5cc55b/AwayMessagesImage033_affe1580620cfe551f20d03b9545a0c9.png) Respond.io’s Workflows offer numerous possibilities for sending an Away Message. Workflows are advanced automation triggered when a Contact starts a new Conversation with you. Below, we'll walk you through how to send Away Messages through different Workflows. #### Send a Simple On/Off Away Message for Business Micro companies run by solopreneurs can send an Away Message through an On/Off Workflow. With no fixed time to answer messages, solopreneurs need the flexibility to turn on or off the Away Message depending on how the day goes. When this Workflow is turned on, any Contact who starts a Conversation will receive the Away Message. Once you are ready to reply, just turn off the Workflow to stop sending Away Messages. ![This%20is%20an%20image%20showing%20a%20Simple%20On/Off%20Away%20Messages%20Workflow.%20Check%20out%20our%20blog%20for%20more%20details%20on%20how%20to%20set%20away%20message%20on%20WhatsApp%2C%20and%20how%20to%20create%20the%20best%20away%20messages%20for%20WhatsApp%20business.](https://images.ctfassets.net/ph8r57dk1q9w/47ntTgAuz5aumLu79vbR98/3a313f9353a18d5cdf896fa8dc93b18e/ScreenShot2021-10-28at10_46_01PM_c07b4bc86ca7de00d4977af71c255fc5.png) An On/Off Workflow is fast and easy to build - all you need to do is to select the Conversation Open trigger and compose an Away Message. You can enable and disable the Away Message on demand. It’s the most flexible option if you don’t have a schedule. Keep in mind, you need to have to turn the Workflow on and off manually several times a day, which can be quite a hassle. Read on to learn how to set up an always-on Away Message Workflow. #### Send Away Messages When Agents are Offline On respond.io, you can build a Workflow to send Away Messages when no agents are online. This approach is ideal for companies with multiple agents, or businesses where agents have flexible working hours. With this Workflow, [only online agents will be assigned to a Contact](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-7). This excludes off-duty agents who have logged off or [set themselves to Busy](https://help.respond.io/user-account/user-activity-status#busy-mode). If there's no agent online after a certain amount of time, an Away Message will be sent. ![This%20is%20a%20picture%20showing%20how%20to%20use%20Workflow%20to%20send%20automated%20reply%20when%20no%20agent%20is%20online.%20With%20this%20Workflow%2C%20Contacts%20who%20start%20a%20conversation%20will%20only%20be%20assigned%20to%20online%20agents.%20If%20there%27s%20no%20online%20agent%20after%20a%20certain%20amount%20of%20time%2C%20an%20auto%20reply%20will%20be%20sent.](https://images.ctfassets.net/ph8r57dk1q9w/7aFd8Wu8EW6zkt6i7o0QCF/9ce1604ea8fe49cc89723a7b91538682/ScreenShot2021-11-01at4_43_34PM_0ab98889650310ff755f635a88214186.png) The Workflow saves you the hassle of turning the Away Message on and off manually. Another great thing about the Workflow is that it will work reliably even when agents don't have fixed times to appear online. But without a fixed schedule, it's hard to give an accurate estimate of response time. If you are looking to send Away Messages at scheduled times, consider the Workflow below. #### Send An Away Message Outside of Business Hours Respond.io lets you build a [Workflow that sends Away Messages outside of business hours](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-10). This approach works great if your company has a team of agents with fixed work hours, or when customers message your business outside of operating hours. Contacts will receive the Away Message when they message you after hours. You’ll need to update the business hours if you decide to change them, or when there's an upcoming public holiday. ![This%20is%20an%20image%20on%20how%20to%20send%20an%20out%20of%20office%20message%20with%20respond.io.%20You%20can%20send%20a%20facebook%20messenger%20away%20message%20or%20whatsapp%20business%20away%20message%20when%20Contacts%20message%20you%20after%20hours.%20Check%20out%20our%20blog%20for%20more%20automated%20reply%20message%20sample.](https://images.ctfassets.net/ph8r57dk1q9w/5fHxnpJXwKR2SVSgtSJSb/016c55ce346d72139f4da4b5005ae31d/ScreenShot2021-11-01at4_36_48PM_5e38d326cd6f962be2d05194a2f7f887.png) Not everyone is familiar with your business hours. Sending an Away Message outside of business hours helps remind Contacts of your operating hours. At the same time, it sets a clear expectation of a response time for customers. But there are two downsides to this approach. Firstly, Contacts will receive Away Messages even when flextime agents continue to work after hours. Secondly, if an agent goes on leave unexpectedly, an Away Message won't be sent and contacts will be expecting a response. Managers can temporarily remove the agent so that he won’t be assigned new Conversations. #### Send Away Messages When a Dedicated Agent is Unavailable You can send an Away Message to Contacts when their dedicated agent is unavailable. This method is designed for companies that offer dedicated support for specific clients, such as high-value customers on the top-tier subscription plan through [Chat Routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-mobile-4). When customers message their dedicated agent outside of office hours, they’ll receive an Away Message. Then, customers will be able to choose between talking to a support agent who’s on shift or leaving a message for their dedicated agent. ![This%20is%20a%20picture%20that%20shows%20how%20to%20send%20auto%20reply%20when%20a%20dedicated%20agent%20is%20unavailable.%20When%20customers%20contact%20their%20dedicated%20agent%20outside%20of%20office%20hours%2C%20they%u2019ll%20receive%20an%20auto%20reply.](https://images.ctfassets.net/ph8r57dk1q9w/1JWsfjAEt75fcUH70SNsJE/29bd512e68efd948604f8aeb4c40fa44/ScreenShot2021-11-03at4_46_11PM_875d37ae9b85b65b0c0427c8abc461b2.png) This Workflow allows you to respond promptly to high-value customers, even when dedicated agents are unavailable. It also sets the right expectations for customers by telling them when the agent will be available again. However, building the Workflow is time-consuming as you need to create different Branches for each agent. Respond.io offers numerous possibilities for setting up an Away Message for business. Apart from the examples above, you can also create a customized Workflow that best suits your business needs. ### Further Reading And that’s everything you need to know about Away Message for business. If you enjoyed this article and would like to learn more about Workflows, check out our articles on: - Contact Routing with respond.io - Automatic Assignment with respond.io ## [How to Send Bulk Messages on WhatsApp: A Step-by-Step Guide](https:/respond.io/blog/whatsapp-bulk-message) Looking to send a WhatsApp bulk message to customers? Learn how to send bulk messages on WhatsApp API with respond.io. Looking to send promotions, newsletters, updates and announcements to your customers with a WhatsApp bulk message? This blog is for you. In this guide, we will discuss why you should use [WhatsApp API](https://respond.io/blog/whatsapp-business-api) for bulk messaging. We will also show you how to create a WhatsApp bulk message list and how to send bulk messages on WhatsApp API using respond.io’s WhatsApp bulk message sender. Finally, you’ll learn the rules that govern WhatsApp bulk messaging as well as the best practices for sending WhatsApp bulk messages. ### What is a WhatsApp Bulk Message? Simply put, WhatsApp bulk messages are messages sent simultaneously to multiple recipients on WhatsApp. Businesses can reach a large number of customers effortlessly, making it one of the best [marketing](https://respond.io/blog/whatsapp-marketing) and [remarketing](https://respond.io/blog/best-messaging-apps#toc-mobile-7) tools. ### 4 Benefits of WhatsApp Bulk Message WhatsApp bulk messages provide numerous advantages that make them an attractive option for businesses to interact with their target audience. #### Save Time on Customer Outreach Using WhatsApp bulk messaging significantly cuts down on the time required to individually message customers. Businesses can quickly reach large segments of their audience with personalized messages, freeing up valuable resources. #### Exceptional Engagement Rates WhatsApp messages boast exceptionally [high engagement rates of up to 98%](https://medium.com/@sourabhagarwal32/whatsapp-marketing-vs-e-mail-marketing-whats-best-for-your-business-5b838007050f#:~:text=Exceptionally%20high%20open%20rates%3A%20WhatsApp%20messages%20boast%20an%20impressive%2099%25%20open%20rate%2C), significantly outperforming traditional SMS or email campaigns. This increases the likelihood of customer interaction and ensures that your message doesn't get lost among the clutter. #### Reduce Missed Appointments and Cancellations Automated bulk messaging can drastically reduce appointment no-shows and cancellations by sending timely reminders and confirmations directly to customer devices, enhancing operational efficiency and profitability. #### Scalability with Business Portfolio Messaging Limits WhatsApp API is built for scale. The Business Portfolio-level messaging limits consolidate message quotas across all numbers under a single account: - All numbers share the same limit—no need for multiple numbers to increase capacity. - Tier upgrades (2K → 10K → 100K → Unlimited) happen every 6 hours, giving new numbers faster access. - Existing accounts adopt the highest phone-level limit as the business-level limit. > Note: From October 2025, backward compatibility will be maintained until February 2026. After that, updating to the new fields is required. Before you can start sending WhatsApp bulk messages, you need to know a couple of things first. ### How to Send a WhatsApp Bulk Message Before you can effectively send WhatsApp bulk messages at scale, you need to get 3 things first. 1. Sign up for a Facebook Business Account. 2. Get a phone number that isn’t connected to any existing WhatsApp Account. 3. Select a WhatsApp Business Solution Provider (BSP) with a bulk message sender like respond.io. Once that’s done, you can set up your WhatsApp API Account. #### First of All: Set Up WhatsApp Business API in 4 Steps To get started, sign up for a respond.io account. You can [try respond.io for free](https://app.respond.io/user/register) and later subscribe to a plan that suits your business needs. To make things easier, we have compiled all the useful information in one guide to help you [get your WhatsApp API](https://respond.io/blog/how-to-get-whatsapp-api). There are 4 steps in getting a WhatsApp API Account. ##### Step 1: Port or Buy a Phone Number or Sign Up for a Virtual Number You need a phone number to set up your WhatsApp Business API account. You may port an existing phone number as long as you can receive calls or SMS. Just make sure that it is not connected to any WhatsApp, WhatsApp Business App or WhatsApp API accounts. You can also sign up for a [free virtual number from WhatsApp](https://developers.facebook.com/docs/whatsapp/embedded-signup/?content_id=XrlUSVgv8GesfxY#555-business-phone-numbers) when you create your API account. This number will have a US country code and the area code (555). To use a phone number tied to an existing WhatsApp or WhatsApp Business App account, you’ll first have to delete that account. > Using a phone number tied to an existing WhatsApp or WhatsApp Business App account will result in a permanent loss of existing contacts and messages. ##### Step 2: Connect Your Facebook Account To set up the respond.io WhatsApp API integration, start by creating and connecting a new WhatsApp Business Platform (API) account. Complete the eligibility checks, then log in with your Facebook account to connect your WhatsApp Business API to respond.io. This will grant respond.io permission to manage your WhatsApp Business account, including handling billing. You also need to agree to the [WhatsApp Business Terms of Service](https://www.whatsapp.com/legal/business-terms) and the [Meta Terms of Service](https://developers.facebook.com/terms/dfc_platform_terms/). ##### Step 3: Connect Your WhatsApp Business API Account to Respond.io Select your verified Meta Business Portfolio. If you don't have one, create a new account. If you're [porting a WhatsApp number](https://developers.facebook.com/docs/whatsapp/business-management-api/guides/migrate-phone-to-different-waba), select an existing business account. Then, create a new WhatsApp Business profile by providing key details such as the account name, display name, business category, and timezone. A business description and website are optional. ##### Step 4: Verify Your WhatsApp Business Phone Number After adding and verifying your WhatsApp Business phone number via text or call, finalize the setup by selecting the number to connect. Once complete, your business will initially be unverified while WhatsApp conducts a Commerce Policy check. (Note that verification is not required for virtual numbers). If blocked for non-compliance, you can appeal through your BSP's support. For further guidance, [visit respond.io’s Help Center](https://help.respond.io/whatsapp/whatsapp-api-quick-start#how_to_sign_up_for_whats_app_business_api). Once, you’ve connected a WhatsApp API account to respond.io, you’re ready to send bulk messages. #### How to Send Bulk Messages with WhatsApp API in 4 Steps In this section, we’ll take a look at how you can send WhatsApp bulk messages with WhatsApp API. ##### Step 1: Open the Broadcast Module Navigate to the Broadcast Module on respond.io. Click on the Add Broadcast button located at the top. ![WA%20Broadcast%20Module](https://images.ctfassets.net/ph8r57dk1q9w/5DtIGMqKPWWSob7UCwkNE9/1624d53f18016e4c9c654f113fbc8faf/Screenshot_2025-04-03_at_1.39.20_PM.png) Then, enter a name for your broadcast and click *Create*. Optionally, you can add a label to categorize your broadcast for easier reference in the future. ##### Step 2: Select Your Audience Choose a Segment from the drop-down list, then pick Specific Channel under Channel Type. ![WA%20Broadcast%20Audience%20Segments](https://images.ctfassets.net/ph8r57dk1q9w/322CIAmGu1snMH7mUEjX7a/bf5bdd123a2379aeddacd94a104626d1/Screenshot_2025-04-03_at_1.40.29_PM.png)> Segments can be created or edited in the Contacts Module using filters. Under Channel, select the WhatsApp API channel from which you want to send the broadcast. ##### Step 3: Customize the Message Template Choose the relevant message template for your bulk message and fill in the details, such as contact name and date. You can do this by using variables. ![WA%20Broadcast%20Placeholder%20Filled](https://images.ctfassets.net/ph8r57dk1q9w/7qKYqF64IUqoRGYSBQGlol/3b988d52b2b8c0abd24d23c58ce79d00/Screenshot_2025-04-03_at_1.44.09_PM.png) We recommend you test the bulk message by sending it to yourself or a specific Contact. ##### Step 4: Send Your Bulk Message Send your bulk message now or schedule it for a specific date and time. ![A%20screenshot%20of%20a%20pop%20up%20window%20to%20send%20or%20schedule%20a%20WhatsApp%20bulk%20message](https://images.ctfassets.net/ph8r57dk1q9w/4UEM8W3xwt6wEbRT1sT19r/a8a7d961ba72cb1b9a99e9f3b2e15390/wbm-ss4_d246be4c4233f8a503ff9a5550bd0592.jpg) Remember: Not all messages will arrive at the exact same time when messaging a large WhatsApp broadcast list. Broadcasts are delivered according to country codes in sequence, with lower numbers going first. > Meta has rolled out new WhatsApp Setup Guidance directly inside your Meta Business Portfolio. This new hub provides step-by-step instructions to simplify your API setup and manage message eligibility. You can now launch campaigns faster with pre-approved templates and instantly check your template review and appeals status. Now you’re on your way to send a ton of promotional messages to prospects with bulk messages. Be careful, as you could get your WhatsApp API account banned if your messages are marked as spam. Here are a few tips to avoid that. ### 4 Best Practices for WhatsApp Bulk Messaging Follow these best practices to get leads and customers to engage. This is more important than ever as Meta plans to deliver fewer marketing messages to recipients who don't engage as of March 2025. That means if someone doesn't engage with one message, they may not receive the next one. ![An%20image%20showing%20the%20best%20practices%20businesses%20should%20adopt%20when%20sending%20WhatsApp%20bulk%20messages](https://images.ctfassets.net/ph8r57dk1q9w/7DSN7ei2LzD7RwrcOFA5ei/e1e83581b9993de1973cd4ad2086df4c/Copy_of_Blog_Images_Template.png)> Additional note: WhatsApp does not deliver marketing template messages to WhatsApp users who have a United States phone number (a number composed of a +1 dialing code and a US area code). #### Segment Your Audience for Better Targeting Segmenting your contacts allows you to deliver personalized and highly relevant messages to specific audience groups. By categorizing your audience based on interests, past interactions, purchase history, or demographics, you can significantly enhance the effectiveness of your bulk messages. This targeted approach improves engagement rates and also decreases the chances of your messages being flagged as irrelevant to contacts. #### Use Concise and Clear Message Templates Craft concise and clear message templates to ensure your key points are immediately understood by recipients. Short, straightforward messages improve readability and help your audience quickly grasp the intended action or offer. You can also enhance engagement by personalizing templates and including clear, compelling call-to-actions (CTAs). Effective personalization combined with a strong CTA can boost response rates to increase the chances of conversion or strengthen customer relationships. #### Analyze the Performance of Your Message Campaign Regularly assess your campaign outcomes to optimize future performance: - Review key metrics such as open rates, click-through rates, and conversions. - Identify trends to better understand customer preferences. - Segment results to pinpoint which audience segments respond best. - Compare different bulk WhatsApp sender campaigns to replicate successful strategies across future initiatives. #### Get Contact Opt-in Before Messaging Them When sending bulk messages, always obtain explicit opt-in consent from your contacts. Clearly inform recipients about the type and frequency of messages they will receive and ensure they have an easy opt-out option. Adhering strictly to WhatsApp’s Business Messaging Policy helps maintain trust, protect privacy, and prevent being flagged as spam. Ensure every message sent is relevant and valuable, and respects recipients' preferences, avoiding excessive or generic communication. This means that bulk messaging isn't suitable for reaching cold audiences. To do that, you need to consider using [WhatsApp click-to-chat ads](https://respond.io/blog/click-to-chat-ads). Let's look at that next. ### Can I Use WhatsApp Bulk Message for Cold Leads? While broadcasts engage existing contacts, Click to WhatsApp Ads excel in lead generation. When a user sees your ad on [Facebook](https://respond.io/blog/facebook-business-chat) or [Instagram](https://respond.io/blog/instagram-business-chat) and clicks on it, a live WhatsApp chat opens instantly. They send a message, initiating a conversation right away. This allows you to qualify and convert them instantly while their interest is high, driving high-quality leads efficiently. To maximize ad impact, follow these best practices: - Use automation to filter and prioritize real prospects, helping you avoid spam leads. - Lower your cost per lead with precise targeting and Meta’s Conversions API (CAPI). - Maximize ROI by tracking conversions and continuously optimizing your campaigns. #### WhatsApp Bulk Message vs Click-to-Chat Ads: What to Choose? Here's a summary of the use cases for WhatsApp bulk message and click-to-chat ads: | Feature | WhatsApp Ads | WhatsApp Broadcasts | | --- | --- | --- | | Purpose | Lead generation | Re-engagement & retention | | Audience | New leads (cold audiences) | Existing, opted-in contacts | | Messaging | Flexible messaging | Only pre-approved templates | | Targeting | Advanced targeting on Facebook and Instagram | Segment contacts by traits like membership status, location, language and more | However, you don't have to choose either feature. Use them both for maximum impact. By using both features, you can capture, convert and retain customers on WhatsApp. Next, let’s look at the businesses that used WhatsApp bulk messages with great success. ### Businesses That Won Big by Sending WhatsApp Bulk Messages If you’ve set up your message templates with the above best practices in mind, they can deliver a real impact on your business. Here are two businesses that have been using WhatsApp bulk messages to meet their business goals. #### Qobolak [Qobolak](https://respond.io/customers/how-qobolak-used-broadcasts-to-double-student-lead-conversions) is an education placement company that plays a pivotal role in linking students in the Gulf Coast Countries, with universities in the UK, USA, Europe and Australia. They doubled student lead conversions by using respond.io to centralize communication via WhatsApp bulk messages. They used bulk messages to significantly increase student attendance at educational events, enhancing overall engagement and resulting in **95% higher conversions**. #### Dalilk Academy [Dalilk Academy](https://respond.io/customers/dalilk-academy-doubles-student-intake) (also known as Innov821 DMCC) is an established online English training and exam preparation center. By using WhatsApp bulk messages on respond.io, they’ve **increased the conversion rate by 73.2**%, resulting in a **100% increase in student intake**. We’ve covered everything you need to know about WhatsApp bulk messages. Interested? Get started with WhatsApp bulk messaging with an official WhatsApp BSP today and [sign up for a respond.io account](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) or [connect your WhatsApp API account](https://help.respond.io/l/en/whatsapp/whatsapp-api-quick-start#how_to_sign_up_for_whats_app_business_api) now. ### Further Reading We hope you found this guide helpful. If you want to learn more about WhatsApp API, check out these articles: - WhatsApp Marketing: Guide to a Successful WhatsApp Campaign - How to Get a WhatsApp API Account - How to Use respond.io as a WhatsApp CRM ## [How to Set Up a WhatsApp CRM for Mid-Market B2C Teams](https:/respond.io/blog/whatsapp-crm) Respond.io works alongside your existing CRM, not instead of it, to turn WhatsApp into a powerful sales, marketing and customer engagement tool. If your mid-market B2C team is managing WhatsApp on one screen and your CRM on another, you're losing time, missing context and creating gaps in your customer data. A conversation management platform is the layer that connects the two — and respond.io is built specifically for that job, linking conversations, contact records and automation so your agents work from one place instead of two. Here's how it works and how to set it up. ### WhatsApp API + your CRM: Why you need a layer in between Most CRMs weren't built for real-time messaging. When you connect WhatsApp directly to Salesforce, HubSpot or Zendesk, agents end up switching between tools to reply — and by the time they do, leads have gone cold. Respond.io sits between WhatsApp and your CRM so agents never have to leave the inbox to do their job. Here’s the difference between directly [integrating WhatsApp with a CRM](https://respond.io/blog/is-whatsapp-secure) and using respond.io as a conversation management platform to integrate them. ![An%20image%20showing%20the%20two%20types%20of%20WhatsApp%20CRM%20integration%3A%20Native%20and%20third-party%20integration](https://images.ctfassets.net/ph8r57dk1q9w/5Yq3TX5xYd1IZ3CNTneIDD/b5bdf0f0902b400dc23982a8fbe23316/Practical_Guide___WhatsApp_CRM_-_Image_2.png) #### 1\. WhatsApp API native integration with an existing CRM Businesses integrating WhatsApp with their CRM want to send and receive messages within their existing system. While some CRMs, like Salesforce, HubSpot and Zendesk, offer native WhatsApp integration, they often lack key messaging features since they were originally designed for email. For example, HubSpot and Salesforce’s integrations limit automation capabilities, making it harder to qualify leads and manage conversations efficiently. Similarly, Zendesk’s native WhatsApp integration doesn’t support video previews or voice note playback within the inbox—agents must download files to view them, disrupting workflows. Additionally, none of these integrations support WhatsApp calls natively, requiring agents to switch platforms. Beyond these, they also restrict WhatsApp API usage to a single CRM, preventing businesses from sharing WhatsApp data across platforms or using it alongside other tools. Fortunately, most CRMs support third-party integrations, allowing businesses to connect with conversation management software like respond.io that fully supports WhatsApp, unlocking advanced messaging, automation and omnichannel capabilities. | | WhatsApp API + Existing CRM | WhatsApp API + Respond.io | | --- | --- | --- | | Native WhatsApp Integration | Available but limited (Salesforce, HubSpot, Zendesk) | Built specifically for WhatsApp messaging | | Messaging Features | No WhatsApp calls, video previews or voice note playback | Fully supports WhatsApp features | | Automation | Limited automation | Advanced automation | | Media File Handling | Media files must be downloaded separately | Media playback in inbox | | CRM Flexibility | Restricted to a single CRM | Integrates with multiple CRMs | | Omnichannel Messaging | Limited | Supports Messenger, Instagram, TikTok, Telegram and more | | Revenue Consequence | Leads go cold while agents switch between tools to respond | Agents respond from one place — conversations, contact data and automation in a single inbox | #### 2\. WhatsApp API CRM integration via a conversation management platform Unlike traditional CRMs, customer conversation management platforms are built specifically for instant messaging, offering full support for WhatsApp’s features. While Salesforce, HubSpot and Zendesk provide native WhatsApp integrations, they lack key messaging functionalities such as WhatsApp calls and advanced automation. Respond.io, a customer conversation management platform, brings you the best of both worlds. It provides vital communication features mid-market B2C businesses need, including [customer lifecycle management](https://respond.io/blog/customer-lifecycle-management-software), lead qualification, automation and [AI Agents](https://respond.io/ai-agents) while integrating with existing CRMs like [HubSpot,](https://help.respond.io/l/en/zapier/hubspot) [Salesforce](https://help.respond.io/l/en/zapier/salesforce), [Pipedrive](https://help.respond.io/l/en/zapier/pipedrive), [ActiveCampaign](https://help.respond.io/l/en/zapier/crm-integration-activecampaign) and more. This ensures businesses can manage WhatsApp conversations without API limitations or messaging restrictions. Beyond WhatsApp, solutions like respond.io support omnichannel messaging, allowing businesses to engage customers across [Messenger](https://respond.io/blog/facebook-business-chat), [Instagram](https://respond.io/blog/how-to-sell-on-instagram-dm), [TikTok](https://respond.io/blog/tiktok-for-business), [Telegram](https://respond.io/blog/telegram-for-business) and more, all from a unified [omnichannel inbox](https://respond.io/blog/omnichannel-communication). Now that we’ve covered the two main approaches, let’s explore the key features that make a WhatsApp CRM or a platform like respond.io effective. #### Prerequisites Before you start, make sure you have the essentials needed for a smooth WhatsApp CRM setup: - You’ll need access to WhatsApp Business API rather than the standard WhatsApp Business App. - If applicable, confirm your Meta Business Account is verified. - You should also have admin access to your CRM, a clear list of the fields to sync such as email, phone number, lifecycle stage and owner, and a designated owner for WhatsApp opt-in and compliance. ### How to integrate WhatsApp API with your CRM using respond.io in 3 steps Let’s get to the fun part. Integrating WhatsApp with your CRM might sound technical, but it can be broken down into a few clear steps. Here’s a simple roadmap for mid-market B2C businesses. You just need a WhatsApp API account and a respond.io account; then you choose the method that works best with your specific CRM and start syncing information so there’s no need to keep switching between WhatsApp and your CRM. #### **Step 1:** Create a respond.io WhatsApp Business API account Before anything else, you’ll need access to the WhatsApp Business API. This is because you cannot integrate the regular WhatsApp Business app with a CRM. As an official [WhatsApp Business Solution Provider](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider), respond.io allows businesses set up their API quickly and securely. Learn how to [create a WhatsApp Business API account](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start) with respond.io. #### **Step 2:** Connect WhatsApp to your CRM With **r**espond.io’s built-in integration capabilities, businesses can connect WhatsApp to their CRM using different methods: - Native Integration: Directly integrate CRMs like HubSpot and Salesforce with respond.io to sync contacts, messages and workflows. ![Image%20depicting%20various%20native%20integration%20options%20available](https://images.ctfassets.net/ph8r57dk1q9w/75YkNqz7zDDs3YhvxqDNeB/a02f2cf3b25a7c88eec11a020a7f84c8/native_inte.png) - Third-Party Automation: Use Zapier or Make to connect respond.io with other CRM platforms. ![Image%20depicting%20various%20integration%20options%20available%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3Asm6D0WhH4DFgXuSVSpDF/601d21bb3e991a291816f8247a24609e/zapier_integratin.png) - Custom API Integration: Create a new Workflow and add the HTTP Request Step to integrate any CRM with respond.io. Voice call metadata, transcripts and recordings can also be sent to external systems via webhook. #### Step 3: Set up information to sync Once connected, ensure data syncing works properly between WhatsApp and your CRM. Respond.io allows businesses to sync contacts, conversation history and lifecycle stages while automating lead assignments, chat routing and follow-ups. This ensures WhatsApp conversations are managed efficiently without switching between platforms. ### Integrating WhatsApp with your CRM: Why is respond.io the best choice? A conversation management platform is often the best choice when you need WhatsApp to behave like a CRM channel by syncing records, automating routing and keeping context without forcing agents to work inside the CRM UI. Respond.io is a customer conversation management platform designed to provide that layer with multi-CRM sync, workflows and call support — and is an official [WhatsApp Business Solution Provider](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider) and Meta Business Partner. It makes it easy to sync conversations, automate workflows and manage customer interactions from one place. With [solid platform reliability and dedicated customer support](https://respond.io/blog/respondio-alternatives#toc-mobile-1), businesses can ensure smooth operations and uninterrupted messaging. Let’s explore how businesses use respond.io for [marketing](https://respond.io/blog/whatsapp-marketing), [sales](https://respond.io/blog/whatsapp-sales), [customer service](https://respond.io/blog/whatsapp-customer-service), [team collaboration](https://respond.io/blog/escalation-management) and [performance tracking](https://help.respond.io/support-use-case/reporting-for-support) to see why it’s the best solution. #### **Marketing: Capturing and Engaging Leads** ![An%20image%20showing%20the%20benefits%20of%20WhatsApp%20integration%20for%20marketing%20use%20cases](https://images.ctfassets.net/ph8r57dk1q9w/4zJUFgquTD2xrpt68xyBn6/87f82d9020b4e37b1f8b3ad5d0c0405f/funnel-inbound-leads-with-chat-links-widgets-qr-codes-and-whatsapp-ads_2c25436a76465226ecc405039e0909af.png) Businesses can attract WhatsApp leads using [QR codes](https://respond.io/blog/whatsapp-qr-code) on physical materials, [chat links](https://respond.io/blog/whatsapp-link-generator-whatsapp-widget#toc-mobile-2) in digital content or [chat widgets](https://respond.io/blog/whatsapp-webchat) on websites. For proactive lead generation, [click-to-WhatsApp ads](https://respond.io/blog/whatsapp-ads) on Facebook and Instagram help businesses reach targeted audiences and drive them toward conversion. ![GIF%20showcasing%20the%20Growth%20Widget%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4WJkbfs00qCjtmUyRHZWdI/2ec88138099b04b9daae43bb61359074/workspaces-growthw.gif) Once a lead reaches out, respond.io automatically collects and syncs contact details into the CRM, allowing businesses to segment customers, send broadcasts and personalize follow-ups with tools like [WhatsApp catalogs](https://respond.io/blog/whatsapp-catalog-whatsapp-shopping-catalog), interactive messages and push notifications. #### **Sales: Automating Lead Qualification and Sales Tasks** ![An%20image%20showing%20the%20benefits%20of%20WhatsApp%20integration%20for%20sales%20use%20cases](https://images.ctfassets.net/ph8r57dk1q9w/5MB0h6UrC7fICu9lGEyqr2/a5f46eb63c28150125cd8464e8c00b7a/WhatsAppCRMImage07_7be8a5ec6561460026251841e277375d.png) Respond.io natively integrates with CRMs like HubSpot and Salesforce, enabling sales teams to qualify leads, track conversations and close deals—all from one platform. With [AI-powered automation](https://respond.io/ai-agents), businesses can filter out low-priority leads by automating qualifying questions and lead scoring. ![GIF%20of%20AI%20Assist%20%28Help%20Center%29%20feature%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6SPlpaVLV9GNOfLR65Z6Xl/016d8df45c3265eddd59dafef9605f85/AI_ASSIST.gif) Many teams also enhance this setup with a respond.io [AI Agent](https://respond.io/help/ai-agents/getting-started-with-ai-agents), which can automatically handle early-stage inquiries, recommend products and send payment or booking links. Once a lead is verified, respond.io can [route conversations](https://help.respond.io/l/en/convert-leads/route-contacts-by-team-functions) to the right sales agent based on priority, deal size or region. [AI-assisted replies](https://help.respond.io/messages/using-ai-assist), [rich media messages](https://respond.io/blog/whatsapp-interactive-message) and WhatsApp Call Support enable faster engagement and conversions. #### Retention: Improve Customer Support Quality and Efficiency ![An%20image%20showing%20the%20benefits%20of%20respond.io%20WhatsApp%20integration%20for%20customer%20support](https://images.ctfassets.net/ph8r57dk1q9w/3bY3R5izaMpRPHwBAeurCm/9dfb38e148ad3ce40c201c165348ad90/WhatsAppCRMImage08_6a11892162f3d39185146a67df29e040.png) Businesses can [automate FAQs](https://respond.io/blog/auto-reply-message-for-business#toc-mobile-6) and guide customers through self-service options using [multiple-choice questions](https://respond.io/blog/question-bot#toc-mobile-6). For complex inquiries, the platform can automatically [route customers](https://help.respond.io/l/en/convert-leads/route-contacts-by-team-functions) to the right team. ![](https://images.ctfassets.net/ph8r57dk1q9w/3MzOdglAstFIHiMA1VBMEh/8f6bcd2213ef14018233c24c7015e0bb/retention.png) AI Assist provides agents with quick access to knowledge bases, improving response times and accuracy. When necessary, agents can easily escalate to voice conversations using the [WhatsApp Business Calling API](https://help.respond.io/l/en/whatsapp/whatsapp-business-calling-api), enabling direct communication within the same platform. Businesses can also send [CSAT surveys](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) post-conversation to measure customer satisfaction. #### Team Collaboration: Improving Internal Communication Respond.io makes it easy for team members to collaborate in a team inbox. Through [internal comments](https://help.respond.io/contacts/contact-activity#comments), agents can provide background information about a Contact for more follow-ups. ![Internal%20Comment%20GIF%20%28Help%20Center%29](https://images.ctfassets.net/ph8r57dk1q9w/24Upi8opeHwBnVqc07KheU/b4ed4bea8e041e063fe330d503202aca/Gif_of_internal_comment.gif) Agents can also tag their teammates to discuss the best way to help a customer or [escalate complex cases](https://respond.io/blog/escalation-management) whenever necessary. Best of all, agents can easily collaborate, chat with customers and manage their tasks anywhere with the respond.io [mobile app](https://respond.io/blog/whatsapp-customer-service#toc-mobile-7). #### Performance Tracking: Gaining Insights for Improvement Managers can track real-time metrics using respond.io’s [analytics dashboard](https://help.respond.io/support-use-case/reporting-for-support) to measure agent performance, customer engagement and response times. ![](https://images.ctfassets.net/ph8r57dk1q9w/2EI4TEqgl6UDzun7oUOYi1/308f1fb775ef6f6dd6d58eda925e3dfb/conversations-conversations-overview.png) High-value conversations can be filtered and reviewed using a [custom inbox](https://help.respond.io/messages/custom-inbox) to optimize customer interactions and improve overall service quality. ### Best practices for using respond.io to bridge WhatsApp and your CRM To get the most out of respond.io as a link between WhatsApp and your CRM, follow these best practices to ensure you have contact data that will transfer cleanly, merge contacts across channels and segment leads for follow-up across the customer lifecycle. If you don’t, contacts may not sync and leads won’t be followed up with in a timely manner. ![Image%20showing%203%20best%20practices%20for%20WhatsApp%20CRM%3A%20collect%20email%20and%20phone%20number%2C%20merge%20contacts%2C%20segment%20customers](https://images.ctfassets.net/ph8r57dk1q9w/TX7bkc11fXeOb4mIjSSf1/f7795c504c122b8e0f6c8595d069271e/WhatsApp_CRM_-_Image_1.png) #### 1\. Collect email and phone numbers For most CRMs, every lead or customer must have a unique identifier, like their email address or phone number. When a lead contacts you on WhatsApp, respond.io captures their phone number automatically. For email, set up an AI Agent or [workflow to ask for it](https://help.respond.io/l/en/convert-leads/how-to-automate-contact-information-collection-with-ai) at the right moment — then sync both fields to your CRM in real time. No manual data entry, no missing records. ![Image%20showing%20how%20Workflows%20can%20be%20set%20up%20to%20collect%20email%20and%20phone%20details](https://images.ctfassets.net/ph8r57dk1q9w/6ETrHxQE4DfdI7PoRzDbmk/dc10e2fc42b84c7f9c2e3e249ce76128/collect_email_and_phone.png) #### 2\. Merge contacts to avoid duplicates Most WhatsApp platforms treat each channel as a separate contact. Respond.io automatically detects when the same person has reached out via WhatsApp and another channel, matches them by email or phone number, and [prompts your team to merge](https://respond.io/blog/merge-contacts) — keeping a single, complete contact record across your inbox and CRM. ![Merge%20contacts%20screenshot](https://images.ctfassets.net/ph8r57dk1q9w/6rzFYps5uUPtda0mc29UY9/ec7e3d792ab4500892d2abe691443fb4/merge_contacts_avoid_duplicates.png) #### 3\. Segment Customers for WhatsApp Broadcasts Unlike basic CRM field matching, respond.io's [Lifecycle feature](https://respond.io/blog/customer-lifecycle-management-software) lets you segment contacts by where they are in the sales process — and target [WhatsApp broadcasts](https://respond.io/blog/whatsapp-bulk-message#toc-mobile-1) accordingly. AI Agents can update Lifecycle stages automatically mid-conversation, so your segments stay current without manual intervention. ![Image%20depicting%20the%20Merge%20contacts%20feature%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4qFs6kVTBCtMefc2Orvw8N/6a130e5298776983f12500a919cfaff3/segment_customers.png) ### Before you get started: when respond.io isn't the right fit Respond.io works best as the layer between WhatsApp and your CRM — not as a workaround, a CRM replacement, or a broadcast tool for cold contacts. If any of the following describes your setup, it may not be the right fit. #### Not a CRM replacement Respond.io sits between WhatsApp and your CRM — it's not a CRM replacement. If you need a single system to manage your entire customer database, pipeline and reporting, you'll still need a dedicated CRM alongside it. #### Not for businesses that want to blast cold contacts Respond.io requires [WhatsApp opt-in](https://respond.io/blog/whatsapp-opt-in#toc-mobile-2). If your plan is to import a list of CRM contacts and send them unsolicited promotional messages, respond.io isn't the right tool — and [WhatsApp will ban your number](https://respond.io/blog/whatsapp-business-banned#toc-mobile-3) before long anyway. #### Not for businesses that want to work around WhatsApp's policies [Respond.io is an official WhatsApp BSP](https://respond.io/blog/whatsapp-business-solution-provider), so it operates within WhatsApp's rules, not around them. If your workflow depends on unapproved message templates or high-volume cold outreach, this isn't the platform for that. ### WhatsApp CRM: Key Takeaways When WhatsApp and your CRM operate as two separate tools, agents switch between them to reply — and leads go cold in the gap. respond.io closes that gap by sitting between WhatsApp and your CRM, connecting conversations, contact data, automation and calls in one inbox so your team never has to choose between responding fast and keeping records accurate. Companies in [F&B](https://respond.io/blog/whatsapp-business-for-restaurants), [hospitality](https://respond.io/blog/whatsapp-business-for-restaurants), [healthcare](https://respond.io/blog/whatsapp-for-healthcare), [education](https://respond.io/blog/whatsapp-for-education), [real estate](https://respond.io/blog/whatsapp-for-real-estate) and [retail](https://respond.io/blog/whatsapp-for-retail-industry) have seen real results with this approach. Check out our [customer stories](https://respond.io/customers) to see how businesses are improving response times, automating workflows and handling more conversations without extra effort. Now it’s time to put this into practice. [Sign up for respond.io’s WhatsApp Business API](https://app.respond.io/user/login) and start managing WhatsApp conversations more effectively today! ### Further Reading Need a more in-depth article to kickstart your marketing, sales and support journey with respond.io? Here are some blogs that might help you. - WhatsApp Marketing: A Guide to a Successful Campaign - How To Use WhatsApp for Sales - WhatsApp Customer Service: Using WhatsApp for Support ## [How To Set Up Facebook Comment Auto Reply ](https:/respond.io/blog/facebook-comment-auto-reply) If you're reading this post, you probably get tons of Facebook Comments on your page. This post is going to explain why and how you should set up a Facebook Comment Auto Reply. If you're reading this post, you probably get tons of Facebook Comments on your page. This post is going to explain why and how you should set up an Auto Reply Comment Facebook. Using respond.io, which works a little like Facebook Comment Plugin, you will learn how to set up Facebook Auto Reply Comment that sends a private message to the commenter over Facebook Messenger. ### Why Pay Attention To Your Facebook Comments? It's true answering Facebook comments can be a pain, especially when so often Facebook comments can be spam. However, in so many other cases, Facebook comments are a valuable source of customer feedback or even sales leads. A study found that in an average 30 day period, a typical Facebook user only makes four comments. Only 4! The relatively low number of Facebook comments compared to post likes and ad clicks mean the user is highly engaged with your content. ![This%20infographic%20shows%20that%20users%20comment%20less%20than%20linking%20posts%20or%20clicking%20on%20ads.%20Comments%20are%20important%20due%20to%20the%20vested%20interest%20thus%20Rocketbots%u2019%20features%20that%20works%20like%20Facebook%20comments%20plugin%20and%20facebook%20comment%20autoresponder%20addresses%20those%20comments.](https://images.ctfassets.net/ph8r57dk1q9w/7crCg1oWZzXx2ZniRqijSf/3e6c8b19276371b68219e308220be961/Howtosetupfacebookcommentautoreply-blogimages-02_7e80bddad9206e1f9e7d4ef726468f7a.png) A Facebook Comment may indicate that a user is: - interested in your industry, business, or product. - looking for a solution for a particular need. - seeking assistance with your product. - a customer looking to engage with your company to provide feedback. - a dissatisfied customer. The common thread in all of these cases is that a Facebook comment indicates that for one reason or another, the user is looking to build a relationship with your company. A Facebook user who comments on your Facebook post is not something you want to waste. Ideally, you want to convert this user into a [Facebook Messenger Contact](https://respond.io/blog/facebook-business-chat). ### Why Move The Convo to Facebook Messenger? These Facebook users are already commenting on your Facebook post, why should you move the conversation to Facebook Messenger? The simple answer is, once they have messaged your Facebook page, you can message them back at any time. Facebook posts and Facebook Messenger each have their strengths and weaknesses. Responding to a Facebook Comments thread can boost the post, and we recommend you keep on doing that. With the right implementation, your business can benefit from both posts and private messaging over Facebook. Here are some reasons why you might want to take a conversation that starts in Facebook comments private: - Selling to a potential customer: if your user asks for a discount, you may want to offer one that is not visible in Facebook comments. - Personalized assistance: some users are in a specific situation, best to provide direct feedback so as not to confuse other users. - Addressing negative comments: resolving the issue in Facebook comments may open a Pandora's box you are not ready for. - Easier conversation management: having access to tools like Facebook AI Agents on your customer conversation management platform gets you better outcomes. Addressing negative comments is a critical aspect of a business's online presence as you are not only attending to one person but rather everyone who sees it. Proper execution will benefit your business as it shows that your business wants to make it right, legitimate, and responsive. When responding, reply to a comment stating your business's intent to address the issue and continue the conversation on Messenger. Follow up professionally, sympathetically, in-line with your business' tone, and do not delete negative comments. ![An%20example%20of%20negative%20comment%20on%20Facebook%20Page.%20Do%20not%20delete%2C%20Rocketbots%20features%20similar%20to%20Facebook%20comments%20plugin%20or%20Facebook%20comment%20autoresponder%20can%20initiate%20a%20Messenger%20chat%20to%20address%20such%20issue.%20Reply%20on%20negative%20comments%20stating%20intention%20to%20follow%20up.](https://images.ctfassets.net/ph8r57dk1q9w/3ymMs4HgXVQDaCXZ6RxFco/de548e7c3fdda906c3d14a52a88361c5/AddressingNegativeCommentsCrop_be17c16a2e2b72590eb0f76c44875350.jpeg) Addressing negative comments is a critical aspect of a business' online presence as you are not only attending to one person but rather everyone who sees it. Proper execution will benefit your business as it shows that your business wants to make it right, legitimate, and responsive. When responding, reply to comment stating your business's intent to address the issue and continue the conversation on Messenger. Follow up professionally, sympathetically, in-line with your business' tone, and do not delete negative comments. Facebook allows you to respond to these messages privately already. ![Facebook%20allows%20you%20to%20respond%20to%20these%20messages%20privately%20already.%20Check%20out%20our%20blog%20post%20to%20learn%20how%20to%20set%20up%20auto%20comment%20for%20fb](https://images.ctfassets.net/ph8r57dk1q9w/7sflSyzKB3jCnjenEVG4OF/1d237dcb0727784ecbb292d44aef2428/RespondtoComments1_800_71bb08e0ff53e142da3141f577250117.png) This works on a small scale. However, imagine if you could respond instantly & privately to all comments. ### Why Use Facebook Comment Auto Reply Facebook comments are valuable due to the weight of the user's interest; thus, it is crucial to follow up most comments. The benefit of having a human answer comments is their ability to personalize as it is done by a person on a case by case basis. However, having a human attend to every user is not always practical. This is especially true because, responding to a comment by private message does not allow you to message the user until they respond to your message. The respond.io Facebook Comments Autoresponder works kind of like Facebook Comments Plugin. Facebook Post Autoresponder will allow your business to allocate your time and effort on those who have responded to your private message. In addition, since this feature sends a private message instantly, the user is more likely to respond. This is great if your Facebook comments are leads. A study by Harvard Business Review, HBR, shows that an important determinant of lead generation is response time. This is where automation and operator work together to create the best customer experience. HBR shows that by responding to a customer within the first hour, you can increase lead conversion by 7 times! ![Ability%20to%20generate%20lead%20decreases%20exponentially%20every%205%20minutes.%20Response%20time%20correlates%20to%20lead%20conversion.%20It%20is%20important%20to%20use%20features%20similar%20to%20Facebook%20comments%20plugin%20or%20Facebook%20post%20autoresponder.%20Learn%20how%20to%20set%20auto%20reply%20in%20facebook%20page%20comment%20and%20how%20to%20auto%20comment%20on%20facebook%20post%20on%20our%20blog%20post](https://images.ctfassets.net/ph8r57dk1q9w/6Kzh2hkITY5zgVgbPghGvs/6202dd05033a0e913ef06a0d8a96751a/Howtosetupfacebookcommentautoreply-blogimages-01_4539cc4daa9125d698dcce5a6d68d456.png) Aside from timeliness and responsiveness, moving the conversation to Facebook Messenger using respond.io feature similar to Facebook comments plugin will allow your business to build a list of contacts which can be used for [broadcasting and marketing purposes](https://respond.io/blog/facebook-business-chat#toc-mobile-11) in the future. Apart from Facebook page auto comment, there are several other ways to obtain Messenger contacts like [using Messenger Codes](https://respond.io/blog/facebook-messenger-code) and [adding Facebook Messenger to your Website](https://respond.io/blog/add-messenger-to-website). ### How To Set Up A Facebook Comment Auto Reply To set up the Facebook Auto Comment reply, you will need: - A Facebook Page - A Facebook Post - A Respond.io Account Once you have them ready, you can set up your Facebook Comment Autoresponder. **1\. Navigate** to Settings > Channel > Facebook Messenger > Comments. ![This%20is%20a%20step-by-step%20guide%20to%20set%20up%20auto%20reply%20comment%20facebook%20page%20on%20respond.io.%20To%20implement%20feature%20similar%20to%20Facebook%20comments%20plugin%20or%20Facebook%20post%20autoresponder%2C%20find%20Acquire%20Contact%20From%20Facebook%20Comment%20in%20respond.io%20settings%20page.](https://images.ctfassets.net/ph8r57dk1q9w/4f2ptv5jv8XuudAVz9gRX0/d7595646206e394210eeac00485db045/ScreenShot2021-09-06at3_52_07PM_774407a0741de9989f016147e215d71e.png) **2\. Select** Track Comments Under ANY Post to use the same autoresponse for all posts. Then, write an Autoreply message. Use [Dynamic Variables](https://help.respond.io/dynamic-variables/dynamic-variables) to add a personal touch to Auto Replies. ![Under%20comments%20tracking%2C%20there%20is%20a%20drop%20down%20menu%20to%20pick%2C%20ANY%20or%20SPECIFIC.%20This%20is%20crucial%20when%20using%20features%20like%20Facebook%20comments%20plugin%20or%20Facebook%20comment%20autoresponder](https://images.ctfassets.net/ph8r57dk1q9w/3m6RL4lq3WG1KwNPQ1CkEu/c7bb87eb8f8819f630c94089aae8b8d2/ScreenShot2021-09-06at3_52_21PM_bccbc3cffa8e355b345bba06a9315a56.png) Click Save when done. Alternatively, you can set up unique Auto Replies for specific Facebook posts. **3\. Select** Track Comment Under a SPECIFIC Post to set up a unique autoresponse for each post. ![Select%20Track%20Comment%20Under%20a%20SPECIFIC%20Post%20to%20set%20up%20a%20unique%20autoresponse%20for%20each%20post.](https://images.ctfassets.net/ph8r57dk1q9w/6ujfVgIyhJTtQ7IGt8NpgQ/5ac20ceac873ecdc02ad7aa7763d487d/ScreenShot2021-09-06at3_53_14PM_82f2bdd1e4030113e5dc18f1f00115f0.png) **4\. Sign in** to your Facebook account when prompted. ![Sign%20in%20to%20your%20Facebook%20account%20when%20prompted.](https://images.ctfassets.net/ph8r57dk1q9w/4JZbbAQ9XyGkOnGWxbB4FE/7aabd9ca4a4c81866ce8080456a1f6ad/ScreenShot2021-09-06at3_52_58PM_60c2279d536d06d5b297d093bdc69d40.png) **5\. Select** the post from the dropdown list for which you want to create an Auto Reply. Then, write an Autoreply Message. ![Rocketbots%u2019%20version%20of%20Facebook%20comments%20plugin%20multiple%20preset-post%20linked%20messages%20in%20the%20Facebook%20Comment%20Autoresponder%20when%20using%20SPECIFIC](https://images.ctfassets.net/ph8r57dk1q9w/7Buw38jdjn1eVdfPU55m5i/36ae4eebf13a99ff3ea526b82c51884b/ScreenShot2021-09-06at3_53_52PM_d90380f98eb1e75a457d7e102f77ff3b.png) When you’re done, press Save. You may be prompted to sign in again to complete the setup. That's it! Now your Facebook Comment Autoreply is in use. Facebook users that comment on your page will receive an Auto Reply as below. ![On%20the%20left%20is%20Facebook%20comment%20on%20a%20post.%20On%20the%20right%20is%20message%20successfully%20received%20using%20Rocketbots%20feature%20similar%20to%20Facebook%20comments%20plugin%20or%20Facebook%20post%20autoresponder](https://images.ctfassets.net/ph8r57dk1q9w/6NBCfDwiH7ZczuBqXcHxzA/dc395d3757892d59dbb366d4728bae5d/IMAGE6_1600_7b005fe54bbbdb1eb2895095ae0c900d.jpeg) ### Facebook Comment Auto Reply Best Practices A question businesses have when using a feature similar to Facebook comments plugin, or Facebook comment autoresponder is whether they should create a more generic message or a more specific message. In this case, the trigger or target, ANY or SPECIFIC. Fundamentally this determines which post will trigger the message to be sent and which message to be sent. When choosing ANY, a preset message is sent to everyone who comments on any of your page’s post. On the other hand, SPECIFIC will send a preset message to those who comment on the preselected post. Note that this feature does not message users who commented before using this feature and when using SPECIFIC, the preset message sent is tied to and depends on the post commented. The benefit of using ANY is the ability to create one blanket message for every comment received. This is a good thing as you will not forget to set-up the message for every post you published. The downfall of this is your message may sound too generic, which could be a turn off for some user, but it is still better to reach out rather than not. Using SPECIFIC, on the other hand, will allow you to tailor the message based on the post. Respond.io generally recommend using ANY. Using SPECIFIC may be one step up due to additional personalization, but in reality, it is not going to be as personalized as an operator, and it takes more time and effort with limited return. This may not be the case for some Facebook pages as posts may be structured or created differently. Being creative with ANY will allow you to engage the user enough to start a conversation with an operator. Most businesses that choose to be engaged on social media will have a dedicated team attending to comments and messages; thus, they are not the ones primarily using this feature. ### Further Reading If you're interested in knowing more about using [Instant Messaging for Business](https://respond.io/blog/instant-messaging-for-business), you'll want to check out: - Everything You Need to Know About WhatsApp Business - The Ultimate Guide to Using Telegram Business - The Ultimate Guide Using Viber for Business ## [How To Set Up WhatsApp Business Calling API Call in 3 Easy Steps](https:/respond.io/blog/how-to-set-up-whatsapp-business-calling-api) Learn how to set up the WhatsApp Business Calling API, its benefits, use cases for businesses, and frequently asked questions Are you messaging customers on WhatsApp API but need better customer engagement or conversion rates? Then you should consider using WhatsApp Business Calling API. In this blog, we’ll go through what it is, its benefits, how it works and the use cases of WhatsApp Business Calling API. ### What Is WhatsApp API Call? WhatsApp API Call, also known as WhatsApp Business Calling API, is a new feature of the WhatsApp API that allows businesses to make and receive voice calls through WhatsApp. Unlike standard WhatsApp calls, WhatsApp API Call has been designed for businesses expecting a large volume of calls with a stable connection. But why should businesses consider calling customers over WhatsApp? ### 4 Benefits of WhatsApp API Call WhatsApp API Call offers a ton of benefits to businesses. It combines the familiarity of WhatsApp with the immediacy of voice communication. It offers a versatile way to address customer needs. ![An%20image%20showing%20the%20five%20benefits%20of%20WhatsApp%20Business%20Calling%20API](https://images.ctfassets.net/ph8r57dk1q9w/7AAJaiMAXYjRQ6OOYWBrCQ/8772ab8978e30762b2809cdb4b3be6ed/How_To_Set_Up_WhatsApp_API_Call_in_3_Easy_Steps_-_Image_1.png) Whether it’s resolving concerns, guiding purchases, or enhancing support, WhatsApp API Calls help bridge the gap between convenience and connection. Let’s take a look at these benefits of WhatsApp API Calls. #### 1\. Built-in voice calling without the learning curve Let customers call from WhatsApp—the app they already trust—while your team answers from respond.io. Without extra tools, training or context switching needed, it’s just a natural extension of the conversation. #### 2\. No-Cost voice calls (for inbound from customers) [Customer-initiated calls are 100% free for your business](https://respond.io/whatsapp-api-calling-pricing)—no per-minute fees or call charges. Save budget while staying reachable to more customers. #### 3\. The fastest way to talk to a business Customers can call you with one tap, straight from the chat. No app switching, no copy-pasting numbers — your team picks up the call in the same interface they message from. #### 4\. Global availability, instant access Available wherever WhatsApp works—no setup delays or telco restrictions. Customers worldwide can reach you instantly, for free, making it perfect for global brands and distributed teams. Now that you know the benefits of WhatsApp API Calls, let’s look at how they work. ### How Does WhatsApp API Calling Work? Unlike traditional landlines or VOIP, businesses aren’t allowed to make calls to contacts whenever they want. This is to ensure the privacy of contacts is respected. ![An%20image%20showing%20how%20WhatsApp%20Business%20Calling%20API%20works%3A%20business-initiated%20and%20user-initated%20calls](https://images.ctfassets.net/ph8r57dk1q9w/97J18lrW39PMRGmshyyTV/43eca6b803340695b47d2133046a06c6/How_To_Set_Up_WhatsApp_API_Call_in_3_Easy_Steps_-_Image_2.png) So, how can businesses and contacts call each other? #### Business-initiated Calls (Outbound) You’ll need to send a permission request when an existing Marketing, Utility, Authentication, Service, or Free Entry Point conversation is open. A business can send a maximum of 1 permission request in 24 hours and two permission requests in seven days. This limit resets when a connected call takes place between the business and the contact. When a contact grants permission, you need to call the user within 72 hours. Here’s an example: - Day 1 (Monday): The business sends the first permission request at 10:00 AM. - Day 2 (Tuesday): The business wants to send another permission request but must wait until 10:00 AM, 24 hours after the first request. The business cannot send another request until Day 8 (Monday). #### User-initiated Calls (Inbound) Customers can initiate calls by clicking a WhatsApp deep link or call button provided by the business. Businesses can embed deep links directly on their website, apps or QR Codes to provide more entry points for user-initiated calls. Fortunately, user-initiated calls are free. Now that you know how they work, let’s take a look at how to set up WhatsApp API Call. ### How to Set Up WhatsApp API Call Get started with WhatsApp API calls in these three easy steps. #### Step 1: Set Up WhatsApp API ![A%20screenshot%20of%20the%20respond.io%20platform](https://images.ctfassets.net/ph8r57dk1q9w/2ECfyejKTP0TPfstf12gfy/b9e684108eb9a9b526f861f54c16542d/How_to_WA_Call_SS1.png) Get a WhatsApp Business API access. [Sign up with a WhatsApp Business Solution Provider](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider) (BSP) like respond.io. Then, set up phone numbers and link them to the WhatsApp API account. #### Step 2: Enable WhatsApp Calls in Settings ![A%20screenshot%20of%20enabling%20WhatsApp%20Business%20Calling%20API%20in%20respond.io%20settings](https://images.ctfassets.net/ph8r57dk1q9w/7JSSR4mudb1Hf2feQjvQ0k/9e5398b542b8d9d2762193f9598e8f81/How_to_WA_Call_SS2.png) Access the settings menu within your WhatsApp Business API dashboard. After that, toggle the voice calling feature on and customize permissions as required. #### Step 3: Send a Request to Your Desired Contact Send a permission request to your contacts. Once they accept your request, you can call them within the 72-hour call window. ![A%20screenshot%20of%20the%20respond.io%20platform%20showing%20how%20to%20send%20a%20WhatsApp%20Business%20Calling%20API%20permission%20request](https://images.ctfassets.net/ph8r57dk1q9w/5oClpFzhuHt6Kzmb8i763v/905e27fe944bd0770243e1a0e5e7ae80/How_to_WA_Call_SS3.png) Now that you’ve set up WhatsApp API call, what can you use it for? We’ll look at that next. ### WhatsApp API Call Use Cases There are three broad use cases for WhatsApp API Call - sales, marketing and support. As mentioned earlier, calls are better for complex explanations or urgent situations. ![An%20image%20showing%20the%20three%20uses%20cases%20of%20WhatsApp%20Business%20Calling%20API%3A%20sales%2C%20marketing%20and%20support](https://images.ctfassets.net/ph8r57dk1q9w/JzfJ51kKvczW9zqZ6WzvI/5ccf5f618450cbf9f917b34e4ed3d026/How_To_Set_Up_WhatsApp_API_Call_in_3_Easy_Steps_-_Image_3.png) Let’s see how agents can use WhatsApp API Call for their daily tasks. #### Enable Greater Sales and Revenue Sales agents can use WhatsApp API Calls to follow up with leads immediately after receiving an inquiry, ensuring prospects stay engaged and reducing the chances of losing them to competitors. For example, an agent might call a potential customer to clarify questions about a product or service, guiding them through the purchase process. Personalized sales pitches delivered over a call allow agents to better address specific needs, making it easier to close deals. Additionally, voice calls can be used to upsell or cross-sell products during follow-ups, creating opportunities to boost revenue. #### Enhance Your Marketing Campaigns Marketing teams can integrate WhatsApp API Calls into their campaigns to connect directly with high-value leads or VIP customers. For example, after running a promotional campaign, agents can call select participants to provide exclusive offers or detailed explanations of the promotion. This direct approach creates an opportunity to improve conversion rates or customer retention. #### Provide Engaging and Comprehensive Customer Support Support agents can use WhatsApp API Calls to resolve complex issues faster and more effectively than text-based communication. For example, when a customer has trouble setting up a product, an agent can guide them step-by-step over a call, ensuring clarity and understanding. Furthermore, calls add a human touch that is often lost in text. It assures customers that they are valued and that their issues are being resolved promptly. ### Start Using WhatsApp API Calls With Respond.io Respond.io is one of the few WhatsApp Business Solution Providers with [access to WhatsApp calls, as well as Messenger calls and Telnyx](https://respond.io/blog/voip-crm-integration). To experience instant conversations and faster responses via WhatsApp calls, [sign up for a respond.io account.](https://app.respond.io/user/register) ### Further Reading If you want to learn more about WhatsApp API and WhatsApp Business Calling API, then check out these articles: - How to Upgrade to WhatsApp API Without Losing Voice Calling - How to Manage Whatsapp API Call, Chat and CRM in One Platform - WhatsApp API Explained: Features, Benefits & Pricing ## [How to Start a Conversation on WhatsApp: 4 Ways to Get Customers to Message You ](https:/respond.io/blog/how-to-start-a-conversation-on-whatsapp) Due to the strict opt-in policy, it's not always possible to send the first WhatsApp message to your customers. Thankfully, you always have the option to get them to message you first. Here's how to do it with WhatsApp Link, WhatsApp Chat Widget, WhatsApp Button and Click to WhatsApp ad. Want to know how to start a conversation on WhatsApp? Welcome! You might have noticed that WhatsApp API prioritizes the privacy and experience of customers by implementing a strict opt-in policy that prevents businesses from spamming customers. This means initiating the first message to customers on WhatsApp may not always be possible. However, an excellent way to connect with your customers on WhatsApp is to encourage them to initiate the conversation, ensuring a positive and engaging interaction for both parties. In this article, you’ll learn how to get your customers to start a WhatsApp conversation with WhatsApp link generator, WhatsApp chat widget, WhatsApp button on your Facebook Page and click to WhatsApp ads. ### WhatsApp Business At A Glance In case you didn’t know, [WhatsApp has two types of business accounts](https://respond.io/blog/whatsapp-business) \- the [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) and [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api). The former is designed for small businesses while the latter is made for bigger companies. With a WhatsApp Business API account, you can also obtain the [WhatsApp green tick](https://respond.io/blog/whatsapp-green-tick), a verified badge that signals trust and authenticity to customers, making them more likely to engage with your business. One of the biggest differences between the Business App and Business API is their messaging restrictions. WhatsApp Business App has no messaging restrictions, which means you can send the first message to customers as long as you have their number. ![This%20image%20compares%20messaging%20limits%20of%20WhatsApp%20Business%20App%20and%20API.%20The%20App%20allows%20unlimited%20messaging%20with%20customer%20numbers%2C%20while%20the%20API%20requires%20opt-ins%20to%20send%20Template%20Messages.%20You%20can%20encourage%20customers%20to%20message%20first%20using%20WhatsApp%20Links%2C%20URLs%2C%20or%20widgets.](https://images.ctfassets.net/ph8r57dk1q9w/2IriP3yyz5ZNPpdpnDGFsD/d99a27740f78b31edaa57282b0cb0c89/how-to-4-ways-to-get-customers-to-message-you-on-whatsapp-v20-image-01_c18832217275858cc56e33c545e26716.png) To prevent businesses from spamming customers, WhatsApp has a more restrictive messaging policy for Business API accounts. Firstly, businesses cannot message customers anytime they like and can only initiate conversations with pre-approved [Message Templates](https://respond.io/blog/whatsapp-business-api#toc-mobile-13). But before they can send Messages Templates, businesses need to [collect opt-ins from customers](https://respond.io/blog/whatsapp-opt-in). Opt-ins are acknowledgments of consent from customers to receive your WhatsApp messages. They can be obtained in [many ways](https://respond.io/blog/whatsapp-opt-in#toc-mobile-3), via WhatsApp or other channels such as website contact forms. Getting opt-ins can be complex depending on your use case. Thankfully, you have the option to encourage customers to message you first instead. Once they’ve done so, you can [continue the conversation for 24 hours](https://respond.io/blog/whatsapp-business-api#toc-mobile-10) even if they haven’t opted in. In this article, we'll cover the best ways to encourage customers to start a WhatsApp conversation with you. Regardless of whether your WhatsApp Business account allows sending the first message, these methods will be useful to attract new WhatsApp contacts. ### How to Start a Conversation on Whatsapp: Get Customers To Send the First WhatsApp Message There are four methods to getting customers to message your business first. You can create a [WhatsApp click to chat link](https://respond.io/whatsapp-link-generator) or [QR code](https://respond.io/blog/whatsapp-qr-code), add a [WhatsApp chat widget](https://help.respond.io/workspace-settings/growth-widgets) to your website, add a WhatsApp button on your Facebook Page or Instagram profile, or run a [click to WhatsApp ad](https://respond.io/blog/whatsapp-ads#toc-mobile-1). Let’s go through them in detail. #### How to Start a Conversation on Whatsapp: Use a WhatsApp Link A WhatsApp link (WhatsApp URL) lets you begin a chat with someone without having their phone number saved in your phone's address book. A WhatsApp link always begins with *wa.me/* followed by your WhatsApp number. ![An%20image%20showing%20How%20to%20Start%20a%20conversation%20on%20WhatsApp%3A%20WhatsApp%20link](https://images.ctfassets.net/ph8r57dk1q9w/5tv4BdfqtUgTGyXMWH3oNk/9afaf95462c5ce304a5bb07ec484f5b0/how-to-4-ways-to-get-customers-to-message-you-on-whatsapp-v20-image-02_0787ed5741cebbf993b77aecaf703e69.png) WhatsApp link is the simplest way to get your customers to send the first message. All your customers have to do is click on it, and they’ll be [taken to a pre-filled WhatsApp chat where they can message your business quickly](https://respond.io/whatsapp-link-generator). There are two methods for using a WhatsApp link for your business. You can create a WhatsApp link and add it to a website, or you can generate a QR code for WhatsApp link and display it in your store. ##### WhatsApp Link: Create a WhatsApp Link for Your Website or Emails WhatsApp links are clickable images or text embedded with a WhatsApp link. It’s a great way to encourage online visitors or customers to initiate a conversation, especially for businesses with a lot of website traffic or email subscribers. ![This%20is%20an%20image%20showing%20how%20to%20add%20a%20whatsapp%20chat%20button%20on%20website.%20Check%20out%20our%20blog%20post%20to%20learn%20how%20to%20create%20a%20WhatsApp%20Link%20using%20WhatsApp%20Link%20generator%2C%20how%20to%20add%20whatsapp%20to%20website%20and%20how%20to%20use%20WhatsApp%20widget.%20](https://images.ctfassets.net/ph8r57dk1q9w/3FlWFCGN2neMMxMqHLGs5D/db0477c8cce650989e97bf4daf0bdcc3/whatsapplink_186ebedf3d945fc18b25c2b38ef24714.png) Wondering how to create a WhatsApp link? The [WhatsApp Business App has a built-in WhatsApp link generator](https://respond.io/blog/whatsapp-business-app#toc-mobile-9), so you can get your WhatsApp URL from the app itself. Simply navigate to *Settings* > *Business Tools* > *Short Links*. If you are using WhatsApp Business API, you need a third-party WhatsApp link generator to create WhatsApp links. [Create an official WhatsApp API account](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) with respond.io or [connect your WhatsApp business account to respond.io](https://help.respond.io/whatsapp). Then, create a link [using the respond.io native chat link generator](https://help.respond.io/whatsapp/whatsapp-overview#chat_links_and_qr_codes). From the platform’s dashboard, navigate to *Settings* > *Growth Widgets > QR Code > Create Widget*. Select your WhatsApp API channel from the dropdown menu. ![an%20image%20showing%20How%20to%20Start%20a%20Conversation%20on%20Whatsapp%20using%20respond.io%20whatsapp%20link%20generator](https://images.ctfassets.net/ph8r57dk1q9w/33hvpJNefr9HRMGeoCnzY9/733e3245b33147ecc3e5f23c64f710cc/wa-link_d646a7e24726981396f8c5f3812b71f8.jpg) Then, you can fill in the pre-filled text if desired so a predetermined message will be automatically sent to you when they click the link or scan the code. Finally, copy the chat link. For an even simpler method, use the [respond.io WhatsApp Link Generator](https://respond.io/whatsapp-link-generator). The WhatsApp link is great for converting online visitors into WhatsApp contacts. However, it can’t drive offline visitors to message you. You’ll need a WhatsApp QR code to do that. ##### WhatsApp Link: Create a WhatsApp QR code WhatsApp QR codes help convert offline traffic like foot traffic at physical stores to WhatsApp contacts. Customers can simply scan a QR code to begin a WhatsApp conversation, no typing needed. You can place WhatsApp QR codes anywhere. We recommend displaying your QR codes on physical surfaces like product packaging, banners, flyers or receipts, as well as on digital locations like emails. ![How%20to%20Start%20a%20Conversation%20on%20Whatsapp%20using%20WhatsApp%20QR%20code.%20WhatsApp%20QR%20codes%20are%20embedded%20with%20click%20to%20chat%20for%20whatsapp.%20They%20help%20convert%20offline%20traffic%20like%20foot%20traffic%20at%20a%20physical%20store%20to%20WhatsApp%20contacts.%20Customers%20can%20simply%20scan%20a%20QR%20code%20to%20begin%20a%20WhatsApp%20conversation%2C%20no%20typing%20needed](https://images.ctfassets.net/ph8r57dk1q9w/Wf3W5gcD7942ZMEtOf0mV/4c306cebe163a001c002104cbd5f1b2f/how-to-4-ways-to-get-customers-to-message-you-on-whatsapp-v20-image-03_8fd5723f0fb019aa8e740603938ae9e7.png) The steps for creating a WhatsApp QR code differ depending on the type of business account you’re using. WhatsApp Business App users can find their [account’s QR code](https://respond.io/blog/whatsapp-business-app#toc-mobile-9) by going to *Business Tools* > *Short Link* > *QR Code*. WhatsApp Business API users can [generate a WhatsApp QR code with respond.io’s code generator](https://help.respond.io/quick-start/getting-contacts-to-message-you). The steps are similar to those for getting a chat link. Go to *Settings* > *Growth Widgets > QR Code > Create Widget*. Select your WhatsApp channel from the dropdown. ![Image%20on%20How%20to%20Start%20a%20Conversation%20on%20Whatsapp%3A%20Create%20a%20QR%20code%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3IMzcVL7YeujduxdDi3lIn/d2d65fac68c035e3dcbe450c8f8d8050/whats-app-qr-code_3bf1e4c7fc1736e293623d73be27315d.png) You can fill in the pre-filled text if desired. Once you’re ready, download the QR code. Now that you’ve learned about WhatsApp links, let’s move on to the next method to get your customers to message you — a WhatsApp chat widget. #### How to Start a Conversation on Whatsapp: Add a WhatsApp Chat Widget to Website Using a [WhatsApp chat widget](https://respond.io/blog/whatsapp-widget) is fairly straightforward. When clicked, it will take website visitors to [WhatsApp Web](https://respond.io/blog/whatsapp-business-web) or the app to start a conversation with your business. Unlike a website chat that ends after a visitor closes their browser, these chats persist since they are regular WhatsApp conversations. Businesses can choose to use respond.io’s single-channel widget for WhatsApp chats or a multichannel widget that supports multiple channels. The latter comes in handy when you want to give customers the option of which channel to contact your business on. ![This%20is%20a%20picture%20of%20respond.io%20multichannel%20widget](https://images.ctfassets.net/ph8r57dk1q9w/2QDoplBURDvcIlWilIvqzk/120ded0c3f74886d5fb649e1cd831eb4/wawidget_fabd05d83fd331d259c49b0ad6e86a66.png) Before [adding a WhatsApp chat widget to your website](https://help.respond.io/website-chat-widget/website-chat-widget-overview), you need a WhatsApp API account connected to respond.io. Then, follow [these instructions](https://help.respond.io/workspace-settings/growth-widgets) to create a WhatsApp chat widget. From the respond.io dashboard, go to *Settings* > *Growth Widgets.* Select WhatsApp and click *Generate Widget.* Set up your widget accordingly and click *Generate Widget* when you’re done. ![an%20image%20showing%20respond.io%27s%20WhatsApp%20widget%20generator](https://images.ctfassets.net/ph8r57dk1q9w/3DoT8tSI4iW6c5yyNUBqVb/e5015465574cdec6146a2364387b5fc0/wa-widget_5b671194bcf4ff23b195c2205aa56400.png) Install the generated script in the code of the webpage where you want the widget to appear and you’re set. If you prefer to convert your social media traffic instead of website visitors into customers, you can make use of the handy WhatsApp button. #### Turn Facebook and Instagram Followers into WhatsApp Contacts with a WhatsApp Button Businesses with Facebook Pages or Instagram profiles can make it easier for customers to contact them over WhatsApp. Because these channels are all owned by Meta, it’s a straightforward process to add the WhatsApp button to a Facebook Page or Instagram profile. ![an%20image%20showing%20a%20whatsapp%20button%20on%20a%20facebook%20page](https://images.ctfassets.net/ph8r57dk1q9w/5zqKn1BqqigJZN4lgI2lgH/4eafe77798bcf32198bfde72fecb4a4e/fb-whatsapp_9485e747eb4d7f8e9101c0ce22aa455c.jpeg) [Enabling the WhatsApp button on a Facebook Page](https://respond.io/blog/how-to-add-whatsapp-button-on-facebook-page) will display a WhatsApp button below the cover image. Customers who tap on this button will launch a WhatsApp conversation with the business’ phone number. ![an%20image%20showing%20a%20whatsapp%20button%20on%20an%20instagram%20profile](https://images.ctfassets.net/ph8r57dk1q9w/2ZmWxJS5aZCzwNrLrkMGz/ce2a87ac8a155ae1ca5598492772b11c/experimentationcapitalig_278de047408d75975b1b6b73bcb5be92.jpeg) Similarly, [on Instagram, the WhatsApp button](https://respond.io/blog/whatsapp-link-for-instagram#toc-mobile-4) will be displayed under the Instagram profile’s details. Tapping on this button will directly open a WhatsApp conversation with the business’ phone number. Next, let’s look at how you can leverage click to WhatsApp ads to draw customers into WhatsApp conversations with you. #### How to Start a Conversation on Whatsapp Using a Click to WhatsApp Ad A click to WhatsApp ad is a Facebook or Instagram ad that takes users directly into a WhatsApp conversation with a business. Click to WhatsApp ads work almost exactly like [click to Messenger ads](https://respond.io/blog/facebook-messenger-ads), but clicking on them will open a WhatsApp conversation instead of a Messenger chat. Another difference between click to WhatsApp and click to Messenger ads is their tracking abilities. Unlike [click to Messenger ads, which come with advanced tracking features](https://respond.io/blog/facebook-messenger-leads#toc-mobile-4), click to WhatsApp ads don’t allow you to track how many customers clicked on the ad. ![This%20is%20a%20picture%20showing%20how%20Click%20to%20WhatsApp%20Ad%20works.%20Click%20to%20WhatsApp%20Ad%20is%20a%20Facebook%20ad%20with%20a%20call-to-action%20Send%20WhatsApp%20button.%20Click%20to%20WhatsApp%20Ads%20work%20almost%20exactly%20like%20Click%20to%20Messenger%20Ads%2C%20but%20clicking%20on%20them%20will%20open%20a%20WhatsApp%20conversation%20instead%20of%20a%20Messenger%20chat.%20](https://images.ctfassets.net/ph8r57dk1q9w/20xn2Yzf2UvCpeovlFBAft/8d3c7d3e6f714aa0df97f5c57e15250b/how-to-4-ways-to-get-customers-to-message-you-on-whatsapp-v20-image-04_9ef5cb3b7ceb1728ef81dfbba593e20e.png) There are two ways to create a click to WhatsApp Ad: By boosting a Facebook post or creating click to WhatsApp ads directly in the Ads Manager. We recommend the latter as it has more customization features. Here’s how to do it. ##### Set up Click to WhatsApp Ad from Ad Manager You can run a click to WhatsApp ad with a WhatsApp Business App or Business API account. Before setting up a Facebook click to WhatsApp ad, you need to: - Connect your WhatsApp account to your Facebook Page - Make sure you’re an admin of the Page Then, simply follow the steps below to create your ad. **1\. Click** *Create Ad* in [Meta Business Suite](https://business.facebook.com/). Select *Get More Messages* as the goal for the ad. ![This%20is%20a%20screenshot%20of%20step%201%20of%20setting%20up%20Click%20to%20WhatsApp%20Ad.%20In%20Ads%20Manager%2C%20create%20a%20campaign%20with%20the%20Messages%20objective.%20%20When%20choosing%20this%20objective%2C%20your%20call%20to%20action%20will%20become%20Send%20to%20WhatsApp.](https://images.ctfassets.net/ph8r57dk1q9w/dK85VIoXe0w8UwR6dBsuE/38a3dade6ae5b7df5b588c60cb386e31/ad-goal_c2f38c0f53a203ebc39bf2d427d1d4d5.jpg) **2\. Add** a caption for your ad in the description box and click *Select Media* to pick an image you want to use. You can also edit the headline for the ad here. The preview box on the right will show you changes to the ad in real time. Adjust the copy until you are satisfied. ![This%20is%20a%20screenshot%20of%20step%202%20of%20setting%20up%20Click%20to%20WhatsApp%20Ad.%20Edit%20campaign%20name%20and%20campaign%20details.%20](https://images.ctfassets.net/ph8r57dk1q9w/aA1nMQonKXBcO9R5SumB4/95f7a06c3fdd6b8b8b145cf1d186100e/ad-clickto-wa_94c042a0782e4627cb5d357cb9c7d607.jpg) **3\. Select** *WhatsApp* in the messaging apps section. Make sure that it is a WhatsApp Business number and not a personal one. You will be prompted to verify the phone number you use. ![This%20is%20a%20screenshot%20of%20step%203%20of%20setting%20up%20Click%20to%20WhatsApp%20Ad.](https://images.ctfassets.net/ph8r57dk1q9w/7aBtVRQ23rSPlbqrSW0hZ4/c5dc6e470a77d0822efb8b58e5d3480b/ad-msg-type_32cedf52872aef447a8606dfee344334.jpg) **4\. Select** the target audience, schedule and duration for the ad. ![Define%20the%20target%20audience%2C%20schedule%20and%20duration%20for%20the%20ad](https://images.ctfassets.net/ph8r57dk1q9w/6O4jg61eJtltu9VHHqtsW2/3fedb225a692046e060d0078f5b26fad/ad-audience-schedule_3db619cbf1e3925d101a74a8e416a049.jpg) **5\. Select** a daily budget for the ad and where you want the ads to run, then select the payment method for the ad. ![This%20is%20a%20screenshot%20of%20step%205%20of%20setting%20up%20Click%20to%20WhatsApp%20Ad.%20Choose%20your%20ad%20format%20under%20Ad%20setup.%20Then%20compose%20your%20ad%20under%20Ad%20Creative.%20](https://images.ctfassets.net/ph8r57dk1q9w/6dbYlpslXpilxMD44Jx3m/dce305cb5e046d28e791822a84c7333a/ad-budget-placement_c4e30082e1150751809f1858a4762bd9.jpg) **6\. Click** *Promote Now* once you’ve finalized all the details of the ad. Once the payment for the ad is complete, the ad will run as scheduled. And that’s how you create a click to WhatsApp ad. If you use Facebook Messenger, you can also learn [how to set up a click to Messenger ad](https://respond.io/blog/facebook-messenger-leads#toc-mobile-5). Now you know how to start a conversation on Whatsapp, [empower your teams](https://respond.io/blog/whatsapp-business-multiple-users) to handle high volumes of inbound conversations with tools like [WhatsApp bulk message](https://respond.io/blog/whatsapp-bulk-message), [WhatsApp auto reply](https://respond.io/blog/whatsapp-auto-reply), and [WhatsApp schedule message](https://respond.io/blog/whatsapp-schedule-message)! [Sign up for a respond.io account](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and [connect WhatsApp API](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start) at a click! We have a 14-day free trial waiting for you. ### Further Reading If you're interested in using WhatsApp for Business or for your [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) needs, you'll want to check out these blog posts: - How to Choose a WhatsApp Partner: WhatsApp Business API Pricing - How to Use WhatsApp For Multiple Users - How to Use Respond.io with a WhatsApp Integration: WhatsApp CRM ## [How to Switch to Business Account on Instagram](https:/respond.io/blog/how-to-switch-to-business-account-on-instagram) Want to know how to switch to business account on Instagram? You’ve come to the right place. In this article, we’ll show you the steps to switching Instagram account to business. Are you thinking about switching your Instagram Personal Account to a Business Account? You’ve come to the right place. In this article, we’ll first introduce the different types of Instagram accounts, then explain the benefits of using a Business Account. Finally, we’ll demonstrate how to switch to Business Account on Instagram. ### How to Switch to Business Account on Instagram: An Introduction [Instagram](https://respond.io/blog/instagram-business-chat) started as a photo-sharing app and has since grown into one of the most popular social apps with [2 billion monthly active users worldwide in 2022](https://respond.io/blog/instagram-business-chat#toc-mobile-2). Thanks to its popularity, Instagram started introducing different account types for different users. #### Types of Instagram Accounts Before we show you the steps to switching your Instagram to a Business Account, let’s first understand the types of Instagram accounts available: Personal Account, Creator Account and Business Account. The Personal Account is for people who want to share content on Feed, Stories and Reels with friends and family without monetizing it. Users have the option to set their accounts to public or private and can follow people, public figures and businesses. ![This%20is%20an%20image%20that%20describes%20the%20types%20of%20ig%20accounts.%20There%20are%20personal%2C%20creator%20and%20business.](https://images.ctfassets.net/ph8r57dk1q9w/1Bc972gN41cmzz7gAgNmmT/790f7df112e1708ee49d631c1baebcb0/HowTo_SwitchtoIGBusinessImage01_ab6ca9a393c559d70042536cfd00c606.png) The Professional Accounts consist of Creator and Business Accounts. The Creator Account is designed for influencers and public figures whereas the latter is catered to businesses. The only difference is that all Business Accounts can access [Instagram Direct Message API](https://respond.io/blog/instagram-business-chat#toc-mobile-9) to chat with multiple customers at scale. Only [Creator Accounts with fewer than 500k followers](https://developers.facebook.com/docs/messenger-platform/instagram/) can access the API. If they have more, they have to switch to a Business Account to keep using the API. That said, many small businesses are still using their Personal Account to promote their products. While there’s nothing wrong with that, they can benefit from converting their accounts into Business Accounts. We’ll show you why next. #### Benefits of Switching to an Instagram Business Account Are you using Instagram for [sales](https://respond.io/blog/how-to-sell-on-instagram-dm) or [support](https://respond.io/blog/instagram-customer-service)? If so, let us share some advantages of using an Instagram Business Account to level up your business. Instagram's [Insights](https://help.instagram.com/788388387972460) feature provides businesses with all the essential data they need to know about their accounts and how their posts perform. With this information, you can evaluate what content works and what doesn't, and strategize accordingly. ![This%20is%20an%20image%20that%20describes%20the%20benefits%20of%20switch%20ig%20to%20business%20account.%20Business%20accounts%20get%20to%20access%20instagram%20insights%20and%20can%20add%20contact%20and%20action%20button.%20Finally%2C%20you%20can%20also%20create%20ads%20and%20set%20up%20instagram%20shops.](https://images.ctfassets.net/ph8r57dk1q9w/5sBH3QcnpaZWYWEUoI7pR1/835f22112b429c1e6b1bf7c480c991dd/HowTo_SwitchtoIGBusinessImage02_ca736221c5c2eb11e050a62f0d647ffc.png) You can add a contact button for customers to email you, call you or view your store location. It’s also possible to add an [Action Button](https://help.instagram.com/122793804938499) to your business account to allow customers to make reservations, place orders or book appointments. Want to promote your business and advertise on the platform? You can [create Instagram ads](https://respond.io/blog/click-to-instagram-direct-ads) and use [Instagram Shop](https://business.instagram.com/shopping) to promote your products. Customers can browse, place orders and [check out without leaving the platform](https://help.instagram.com/182488783606558). Customers in the US can even use [Meta Pay](https://respond.io/blog/facebook-pay) for in-app payments. Now that you know what an Instagram Business Account entails, let’s find out how to make the switch. ### How to Switch to Business Account on Instagram You can seamlessly switch from a Personal Account to a Business Account on both the Instagram app and desktop. We’ll show you the steps below. #### How to Switch to Business Account on Instagram App Switching to a Business Account on the Instagram mobile app is a straightforward process. Once you’ve signed up for an Instagram account, follow the steps below to convert your account. ![This%20is%20an%20image%20that%20describes%20the%20steps%20to%20switching%20to%20professional%20account.%20On%20the%20top%20right%20corner%20of%20your%20page%2C%20click%20on%20the%20three%20horizontal%20lines%20and%20then%20click%20Settings.%20Under%20Accounts%2C%20click%20Switch%20to%20Professional%20Account.%20Now%2C%20select%20the%20relevant%20category%20and%20click%20Done.%20](https://images.ctfassets.net/ph8r57dk1q9w/1pyhwVbteNSf9bBwrxwN2d/59f541977f68acc207036aa01dc32257/UploadWeChatlogo1_1bc7358df102d30ff0343790d763b218.png) 1\. **Click** the three horizontal lines on the top right corner of your profile page and click *Settings*. 2\. **Click** *Account* and click *Switch to professional account*. 3\. **Select** the relevant business category and click *Done*. ![This%20is%20an%20image%20that%20describes%20how%20do%20i%20switch%20to%20a%20business%20account%20on%20instagram.%20On%20the%20next%20page%2C%20select%20Business%20and%20click%20Next.%20Now%20it%u2019s%20time%20to%20review%20your%20contact%20information.%20Make%20sure%20everything%20is%20correct%20before%20clicking%20Next.%20Finally%2C%20click%20the%20X%20in%20the%20top-right%20corner%20to%20return%20to%20your%20profile.%20And%20you%u2019re%20done%21%20](https://images.ctfassets.net/ph8r57dk1q9w/4PzfxKHXCGdqbd2WrtQkBv/dccfb6c85b59885ed2fae1f83421def6/UploadWeChatlogo3_50a0ee5333eabf265a2873b25cd7d1fa.png) 4\. **Click** *Business* and click *Next*. 5\. **Review** the contact information and click *Next*. 6\. **Click** X in the top-right corner of the account setup page to return to your profile and you’re done! If you have a Facebook Page associated with your business, [connect your business account to Facebook](https://help.instagram.com/570895513091465). By connecting both accounts, you can create posts, analyze and advertise on both Facebook and Instagram accounts from your [Meta Business Manager](https://www.facebook.com/business/tools/business-manager). Next, we’ll guide you on how to switch to a Business Account on your desktop. #### How to Switch from Instagram Personal Account to Business Account on a Desktop In this section, we’ll show you step-by-step how to convert to an Instagram Business Account on your desktop. 1\. **Go** to *Settings* and click *Switch to Professional Account*. ![This%20is%20an%20image%20that%20describes%20how%20to%20switch%20to%20business%20account%20on%20instagram%20desktop.%20First%2C%20go%20to%20setting%20and%20click%20switch%20to%20professional%20accounts.%20](https://images.ctfassets.net/ph8r57dk1q9w/2n8LM6ea2Ko2otcPVTQXS4/3e2e2b87d7b5d6e895eb21e8d07599fb/image_7c33bc331eee55d16dfbb3cd331fb7d8.png) 2\. **Choose** *Business* and click *Next*. ![This%20is%20an%20image%20that%20describes%20how%20do%20i%20switch%20to%20business%20account%20on%20instagram.%20Choose%20business%20and%20click%20next.%20](https://images.ctfassets.net/ph8r57dk1q9w/2u417zqwtwqoECKQJsbup7/49c9a75fee0aa6cee5ae62f9b7d96f42/image_ff8451531cb67c9d907aabb6a109d558.png) 3\. **Select** the relevant business category and click *Done*. ![This%20is%20an%20image%20that%20describes%20how%20to%20switch%20instagram%20to%20business%20account%20on%20desktop.%20Select%20the%20relevant%20business%20category%20and%20click%20Done.%20](https://images.ctfassets.net/ph8r57dk1q9w/4WLu5Pv2417SCKvWUMbE0m/3c6b61614ee3f9e1d1fe8d228a78f4e8/image_c8e711f2519cc6c7b483544a83577434.png) 4\. **Review** the information and click *Save*. ![This%20is%20an%20image%20that%20describes%20how%20to%20switch%20to%20a%20business%20account%20on%20instagram.%20Review%20the%20information%20and%20click%20Save.%20](https://images.ctfassets.net/ph8r57dk1q9w/4bYdNaoo5n20VnaLVKPGYt/f1bfd74069b95314d4458f6b59e96d56/image_dae47425726284a9e8f576694cba0998.png) 5\. **Click** *Done*. ![This%20is%20an%20image%20that%20describes%20how%20do%20you%20switch%20to%20business%20account%20on%20instagram.%20on%20the%20last%20page%2C%20click%20done%20and%20you%27ve%20set%20up%20your%20business%20account.%20](https://images.ctfassets.net/ph8r57dk1q9w/zv3AlEiBdN1izJ12EpdQ1/8a2faf85673c535053a6b86c106bacc7/image_3e95975e01cfec6217cefd2d3fc3a833.png)> Now that you’ve set up your Instagram Business Account, you should [consider getting it verified](https://respond.io/blog/how-to-get-verified-on-instagram). Next, we’ll show you the benefits of connecting your Business Account to an API and how to do it. ### Connect Instagram Direct Message API to Respond.io While Instagram Business Account is equipped with all the tools and features to help your business thrive, it’s essentially designed for small businesses and SMEs. If you’re looking for more sophisticated tools like [CRM integration](https://respond.io/blog/instagram-crm) and [chat automation](https://respond.io/blog/chat-automation), then you should consider Instagram Direct Message API where you can manage large volumes of messages seamlessly. All you need to do is [connect your Instagram Direct Message API to respond.io](https://help.respond.io/channels/instagram#connecting_instagram). Here, you can use [Workflows](https://help.respond.io/workflows/workflows-overview) to set up advanced automation like [support escalation](https://respond.io/blog/escalation-management), [auto-assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) and centralize communications on an omnichannel platform to connect with customers on other popular channels like [WhatsApp](https://respond.io/blog/whatsapp-business), [Telegram](https://respond.io/blog/telegram-for-business), [Viber](https://respond.io/blog/viber-for-business) and more. Another benefit is integrating Instagram click to chat ads so you can instantly get leads into a chat, save their contact details and respond automatically. You can also utilize [Conversational AI](https://respond.io/blog/conversational-ai) features like [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai), [AI Assist](https://help.respond.io/messages/using-ai-assist) and [AI Agent](https://help.respond.io/workflows/step-respond-with-ai) to improve your responses, deliver quick and accurate replies and automatically answer customer inquiries. And that’s everything you need to know about how to switch to a Business Account on Instagram. We hope this article provides all the information you need to consider before converting your account. Once you’ve decided to do so, sign up for a [free respond.io account](https://app.respond.io/user/register) and connect your Instagram Business Account. ### Further Reading Interested to learn more about how Instagram benefits your business? Take a look at some of these articles below: - How to Sell on Instagram - A Guide to Customer Service on Instagram - How to Use Instagram Auto Reply ## [How to Upgrade to WhatsApp API Without Losing Voice Calling](https:/respond.io/blog/how-to-upgrade-to-whatsapp-api-without-losing-voice-calling) Learn how to upgrade to WhatsApp API without losing voice calling. Combine messaging and voice to build trust, resolve complex issues and stand out. Using messaging for sales and marketing is powerful. It provides a direct line to leads and customers through instant communication on channels like WhatsApp. But what about voice calling? It’s been a reliable cornerstone for decades, offering a personal touch that messages alone can’t quite replicate. If your business is already using [WhatsApp](https://respond.io/blog/whatsapp-business-app) and wants to find out how to upgrade to WhatsApp API without losing voice calling, this article is for you! ### Upgrade to WhatsApp API Without Losing Voice Calling: Why Voice Is a Necessity Messaging has never been more prevalent than it is today. With emojis, memes, GIFs and endless texts, it might seem like voice calling is fading from relevance. But nothing could be further from the truth. ![Icons%20depicting%20why%20voice%20calling%20%28e.g.%20WhatsApp%20voice%20calls%29%20matter%20for%20businesses.](https://images.ctfassets.net/ph8r57dk1q9w/1ptnYP3ao7cw1o4yPqyjQ7/da67e60c54011d27f32e1d6cf35a1e35/Whatsapp_Api_Msia_-_Image_4.png) Here’s why voice calling is still holding its ground: #### Builds Trust and Adds Personalization You just can’t beat an authentic human voice when establishing rapport with a lead or customer. It’s reassuring and adds a personal touch to the conversation, making the listener understand that they’re actually talking to a real person, not another faceless [chatbot](https://respond.io/blog/conversational-ai). Just think about it. If you were a customer or lead, would you rather resolve complex issues or share your sensitive information (e.g., bank details) via a chat or over a phone call? We’re not saying voice is better than chat, but when used together, it can bridge the gap between impersonal messaging and genuine human interaction. #### Reduces Miscommunication Text-based messages are a breeding ground for miscommunication. How many times have you sent a genuine smiley face only for it to be interpreted sarcastically? With voice calling, you can cut through the ambiguity. Tone, inflections and instant back-and-forths all come together to provide clarity that texts lack. While chat works well for quick updates or simple questions, voice calling provides the nuance needed for complex scenarios and is something especially important if you operate in mission-critical sectors like healthcare, finance or law. #### Resolves Complex Issues Quickly Time is money, therefore wasted time is wasted money. Imagine trying to explain the full value of an intricate product or service to a potential customer over chat. Tricky, right? Now, we’re not saying you can’t do this over chat, but when it comes to sales, voice calling can just about give you that edge for complex issues. Voice calls let you explain the finer details, tackle objections in real time and build trust with a human connection. #### Helps You Stand Out So many businesses nowadays seem to be doubling down on chat, chatbots and [automated responses,](https://respond.io/blog/auto-reply-message-for-business) so it’s probably a good idea for you to do so, too. But then, when everyone seems to be doing the same thing, how do you differentiate yourself? Simple. You use voice calling. When combined with chat, your messaging strategy becomes all the more versatile and can appeal to a much wider audience, letting you tap into that previously untapped segment of the market. ### Difficulties When Upgrading WhatsApp API Without Losing Voice Calling Now that you know the *whys* behind using voice calling, you might be wondering about the *hows*. Unfortunately, when upgrading the WhatsApp API, integrating voice capabilities isn’t so easy. Here’s why it’s a tricky process: ![Image%20depicting%20why%20keeping%20voice%20calls%20active%20and%20not%20losing%20them%20when%20upgrading%20to%20WhatsApp%20API%20is%20difficult.%20](https://images.ctfassets.net/ph8r57dk1q9w/6AuXlJgxXOizjp63Zqjo7O/fb62e3731ff98e8e6bb3e93373b3b054/Whatsapp_Api_Msia_-_Image_5.png) #### Limited Voice Support in API Transitions [WhatsApp API](https://respond.io/blog/how-to-get-whatsapp-api) upgrades often focus on improving messaging capabilities, overlooking voice features. This oversight can potentially create temporary service gaps that disrupt workflows, frustrate businesses and diminish the reliability customers expect from your communication channels. #### Technical Complexity of Combining Voice and Messaging In WhatsApp's architecture, voice and messaging services run on separate systems, and combining them when upgrading to WhatsApp Business API requires careful coordination. WhatsApp uses WebRTC for real-time communication, but challenges like minimizing latency and [integrating with Customer Relationship Management (CRM) systems](https://respond.io/blog/voip-crm-integration) can crop up along the way. #### Regulatory and Compliance Hurdles WhatsApp [strictly mandates user permissions](https://faq.whatsapp.com/361005896189245) for business-initiated sales calls, and every API update requires meticulous compliance checks, including adherence to relevant regulations such as the GDPR. Miss something, and you’re staring at potential legal troubles! ### The Solution to Upgrade to WhatsApp API Without Losing Voice Calling: WhatsApp Business Calling API So you’re left with two questions. One, how do you resolve all those issues and two, how to upgrade to WhatsApp API without losing voice calling? Enter: *WhatsApp Business Calling API.* #### What Is WhatsApp Business Calling API? In a nutshell, WhatsApp Business Calling API merges messaging and voice calling into a single WhatsApp thread, so your team isn’t juggling external [Voice over Internet Protocol (VoIP) tools](https://www.fcc.gov/general/voice-over-internet-protocol-voip) and flipping between platforms. And what about the headaches we’ve just mentioned that come with API upgrades? Well, the API effectively eliminates them. By combining voice and messaging into one platform, you no longer have to worry about compatibility issues or juggling separate systems. With WhatsApp API calls, you can keep your workflows intact when upgrading to WhatsApp API. #### How WhatsApp Business Calling API Works Let’s now take a look at how it works and its key features: - User- and Business-Initiated Calls: Whether a customer calls you (which is free) or you reach out with their permission, the API makes it easy. No more missed opportunities! - Interactive Templates: Control the flow of communication with templates that align with your business hours or specific use cases. - Deep Links: Make connecting with your business as easy as a single tap. Embed call links on your website, in your app, or even on QR codes for maximum accessibility. - WebRTC Technology: Say goodbye to third-party VoIP tools. WhatsApp’s WebRTC integration delivers high-quality, real-time audio that you can rely on. - Permission Flow: Build trust by keeping everything transparent. Customers must explicitly consent to business-initiated calls, ensuring they’re always in control. ### Respond.io: Provider of WhatsApp Business Calling API WhatsApp Business Calling API is now globally available to businesses, excluding sanctioned countries or those with government restrictions (e.g. Saudi Arabia). If you’re excited about the WhatsApp Business Calling API but wondering how to access it, here’s the catch: just like WhatsApp API, the feature isn’t directly accessible without a [Business Solution Provider (BSP)](https://respond.io/blog/respondio-is-now-a-whatsapp-business-solution-provider) like respond.io. ![Image%20explaining%20how%20to%20upgrade%20to%20WhatsApp%20API%20without%20losing%20voice%20calling%20using%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4OPXOfHQ76kpCiLPbA0Z6X/b98dbb6c02ff3b769f4b70af66604a25/Whatsapp_Api_Msia_-_Image_6.png) As one of WhatsApp's approved partners, here's why you should use respond.io: #### WhatsApp API Calls: Unifies Chat and Voice Respond.io brings all your customer interactions— both chat and voice—under one roof. Not only does this include multiple channels beyond WhatsApp, but this means your team can [manage conversations more effectively](https://respond.io/blog/conversational-sales), offering a smooth experience for teams and your leads and customers. #### WhatsApp API Calls: Easy Configuration Setting up the WhatsApp Business Calling API with respond.io is straightforward. With their 24/5 hands-on customer support and wealth of [in-depth guides](https://respond.io/blog), you can get started calling quickly without unnecessary complications. #### WhatsApp API Calls: Early Access As one of the few providers of WhatsApp calling API, respond.io gives you the unique opportunity to start voice calling. This means you can stay ahead of your competition and start refining your approach while others play catch-up. ### New: Use WhatsApp Business App and API at the Same Time Until recently, businesses had to choose between using the WhatsApp Business App or the WhatsApp API. Now, with WhatsApp Coexistence, you can use both on the same number. This means you can keep your existing WhatsApp Business app number and still connect it to the WhatsApp Business Platform (Cloud API) via respond.io — without losing access to your app or needing a new number. #### Why It Matters for Teams Coexistence gives your team the flexibility to: - Use advanced API features like multiple users, automation, AI routing and CRM integrations via respond.io. - Keep using the WhatsApp Business app for simple 1:1 conversations or business tools like catalogs and quick replies. - Maintain your existing number, customer chat history and app access—even after connecting to the API. This setup is ideal for growing teams that want the power of the WhatsApp API without sacrificing the convenience of the app they’re accustomed to. > ⚠️ Note: Some WhatsApp Business app features like group chats, broadcast lists and disappearing messages won't work on the API side. Also, if you enable coexistence, you’ll temporarily lose the green checkmark (you can reapply after setup). ### Further Reading If you found our article helpful, you should check out the following: - Conversational Sales: A Quick Guide to Conversational Selling - WhatsApp Sales: How to Sell on WhatsApp [Nov 2023] - WhatsApp API Explained: Features, Benefits & Pricing ## [How to Use an Omnichannel Retail Strategy to Drive Engagement and Sales ](https:/respond.io/blog/omnichannel-retail) Discover how omnichannel retail can enhance customer experience and drive sales by providing a seamless shopping experience across all channels. Are you interested in incorporating omnichannel retail into your business strategy, but not quite sure where to start? Look no further! This blog post will guide you through the basics of omnichannel retail and how it differs from single-channel and multichannel approaches. We'll also explore the numerous advantages of adopting an omnichannel approach. Additionally, we'll examine three real-world examples of businesses that have successfully leveraged omnichannel retail to their advantage. Lastly, we'll explain how businesses can optimize their omnichannel retail strategy with respond.io. ### What is Omnichannel Retail? Omnichannel retail is a strategy that offers a seamless customer experience across all physical and digital retail. Customers can contact a retailer through a physical store, a website, a mobile app, social media or over instant messaging. The goal of omnichannel retail is to create a convenient, cohesive shopping experience for customers, regardless of how they choose to engage with a retailer. Adopting this approach can enhance the customer experience, drive sales and foster customer loyalty. For example, customers can have a consultation over messaging apps like [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [WhatsApp](https://respond.io/blog/whatsapp-business), [Instagram](https://respond.io/blog/instagram-business-chat) or [WeChat](https://respond.io/blog/wechat-official-account). They can then complete a transaction in-store or through click-and-collect. ![This%20is%20a%20screenshot%20that%20talks%20about%20the%20omnichannel%20retail%20definition%20and%20what%20is%20omnichannel%20retail%20strategy.%20Customers%20can%20shop%20on%20their%20terms%2C%20online%20or%20in-store%2C%20creating%20a%20seamless%20shopping%20experience%20across%20multiple%20channels.](https://images.ctfassets.net/ph8r57dk1q9w/392C12Gx2NDKrhUyqRn9fe/0e92683ab66c75fa87288bebfeaffe08/ConceptsOmnichannelCommunicationImage01_bff609d495a31e194ad10f75a6fc952c.png) Customers can shop on their terms online or in-store, creating a seamless shopping experience across multiple channels. To showcase the key characteristics of omnichannel retail, we'll compare it to single-channel and multichannel strategies next. #### The Differences Between Single-Channel, Multichannel and Omnichannel Retail In this section, we'll examine the different strategies that businesses can use to enhance customer engagement, including single-channel, multichannel and omnichannel approaches, to help you determine the best fit for your business. Single-channel retail involves selling products through only one channel, such as a physical store or a website. This approach can limit the retailer’s reach and may not allow customers to interact through different channels. **Single-Channel vs. Multichannel vs. Omnichannel Retail** | Retail Strategy | Advantages | Disadvantages | | --- | --- | --- | | Single-Channel | Simple and easy to manage | Limited reach and customer engagement | | Multichannel | Offers customers more options for engagement | Inconsistent customer experience due to disconnected channels | | Omnichannel | Wide audience reach. Offers a personalized and consistent customer experience | Requires tech investment to integrate all channels and customer data | In contrast, multichannel retail engages customers through various channels. However, these channels are not integrated, leading to a fragmented customer experience. A retailer with disconnected channels can create a disjointed experience. For example, a customer makes an appointment over WhatsApp to pick up an item in-store but discovers at the store that the appointment doesn’t exist. Omnichannel retail is the most advanced approach, integrating all channels to offer a seamless and unified customer experience. This requires retailers to invest in technology and processes to integrate data and deliver personalized customer experiences. However, it’s a worthwhile effort. Let's delve into the benefits of adopting an omnichannel strategy for retailers. #### Benefits of Omnichannel Retail Adopting an omnichannel retail approach provides retailers with numerous benefits. Reaching customers on their preferred channels can boost customer engagement and loyalty, leading to repeat business and higher sales. Businesses can also offer a personalized shopping experience for customers, tailoring product recommendations and promotions based on their preferences and behavior. ![This%20is%20an%20image%20that%20shows%20the%20benefits%20of%20omnichannel%20retail%20definition.%20Businesses%20can%20also%20offer%20a%20personalized%20shopping%20experience%20for%20customers%2C%20tailoring%20product%20recommendations%20and%20promotions%20based%20on%20their%20preferences%20and%20behavior.](https://images.ctfassets.net/ph8r57dk1q9w/1XVdpHSctga6LwY9HxFsBJ/42133be4e9729598cae235ae2e4235e9/concepts-omnichannel-retail-image-02_fa6c2ec7f7f7cba56f6fcccc7cb98a0c.png) Omnichannel retail offers customers more opportunities to engage and purchase both online and offline. This not only provides businesses with more sales channels but also allows them to reach a wider audience. This approach also enables businesses to collect data from multiple channels, gaining insights into customer behavior and preferences, enabling data-driven decisions to optimize product offerings and improve the customer experience. Next, we’ll examine three businesses that successfully implemented omnichannel strategies to enhance the customer experience, boost sales and stay competitive in today's market. ### Omnichannel Retail Examples: How 3 Businesses are Winning at Omnichannel Retail Here are some real-life examples of businesses leveraging omnichannel retail to enhance customer engagement, drive sales and offer better support to their customers. #### Bella Piel Bella Piel [created an omnichannel experience](https://respond.io/customers/how-bella-piel-slashed-messaging-costs-by-95-percent) for their customers with respond.io. Centralizing all messaging channels allowed the skincare company easily train agents in offering personalized consultations remotely over instant messaging, recreating the in-store experience. ![This%20is%20an%20image%20that%20shows%20how%20Belle%20Piel%20Elevating%20Customer%20Experience%20In%20Latin%20America%20By%20Cutting%20Down%20Response%20Time%20By%2037%25](https://images.ctfassets.net/ph8r57dk1q9w/1gpDQruAwgHrpJceajJMyD/cd8c4e107519adfdb2fd66c4c1e7e795/CaseStudies-BellaPielImage03_394e8b2c66867360a5231ede3d6a3782.jpg) It also consolidated regional social media channels to create a single brand voice, resulting in a cohesive customer experience for all channels and regions. This successful omnichannel communication strategy earned the company a regional award for outstanding customer experience. #### Sephora Sephora's omnichannel retail strategy offers personalized shopping experiences through online and in-store options, complemented by its Beauty Insider Rewards program. The program helps customers to access their digital shopping cart known as Beauty Bag on their phone or desktop, providing the convenience of shopping, viewing favorite items, checking purchase history and monitoring reward points. In addition, in-store customers can scan physical products to view other available options online and watch makeup tutorial videos, creating a seamless shopping experience across all channels. #### Crate & Barrel Crate & Barrel recognized that many consumers switch between devices when contemplating a purchase. To offer a seamless shopping experience on all devices, the company implemented an omnichannel approach. The Crate & Barrel app saves a consumer's shopping cart and browsing data when they are logged in. This enables customers to access this information across multiple devices so they can resume where they left off shopping, regardless of the device used. Crate & Barrel's improved mobile and web stores resulted in a 10% revenue increase. In addition, the company continued to innovate and released its 3D Room Designer feature, allowing consumers to virtually place items into their homes before making a purchase. Next, we’ll look at how using omnichannel retail via a messaging platform like respond.io can benefit your business. ### Omnichannel Retail with Respond.io: 6 Quick Wins Here, we will learn how businesses can benefit from using respond.io to optimize their communication channels and enhance customer support. ![This%20is%20an%20image%20that%20shows%20how%20businesses%20can%20use%20respond.io%20to%20boost%20their%20business.%20Respond.io%20allows%20them%20to%20connect%20to%20all%20popular%20messaging%20channels%2C%20create%20custom%20channels%2C%20implement%20omnichannel%20widget%2C%20create%20qr%20codes%2C%20send%20promotional%20messages%20and%20generate%20reports.](https://images.ctfassets.net/ph8r57dk1q9w/7zqNlTohThS69qaDVJGEMm/b2e43614ab2baf2574529edc2f3b2318/concepts-omnichannel-retail-image-03_4035b867ee5396f1ac2417879c5df5b1.png) #### Omnichannel Retail Strategy: Centralize All Popular Channels in One Place Respond.io supports popular messaging apps like WhatsApp, Facebook Messenger, [Telegram](https://respond.io/blog/telegram-for-business), [LINE](https://respond.io/blog/line-business) and [Viber](https://respond.io/blog/viber-for-business). This makes it easy for retailers to manage all their customer inquiries in one place, regardless of the channel used. Moreover, its [Contact Merge](https://respond.io/blog/merge-contacts) function helps retailers to recognize returning customers on any channel to track their interactions and provide a seamless and cohesive omnichannel experience. Beyond centralizing channels, respond.io also enables [AI Agents](https://respond.io/ai-agents) to operate across an omnichannel retail environment. With the right setup, AI Agents can handle customer chats and calls, answer common questions, trigger workflows, make live API requests to check order status or update CRM records, qualify leads and even manage 24/7 voice calls through Voice AI Agents before escalating complex cases to human teams. #### Omnichannel Retail: Integrate Custom Channels like In-app Chat, Chats from E-commerce Platforms and more Respond.io's [custom channels integration](https://help.respond.io/channels/custom-channel) offers businesses the flexibility to connect any custom channel with an open API. This includes their own messaging app or an e-commerce platform’s native inbox, such as the Lazadda chat inbox. Businesses can then manage customer conversations on every single channel from a single platform, resulting in a more efficient customer experience. Respond.io can also integrate with CRMs and other tools like [Hubspot](https://help.respond.io/e-commerce-crm-integrations/hubspot), [Salesforce](https://help.respond.io/e-commerce-crm-integrations/salesforce), [Pipedrive](https://help.respond.io/e-commerce-crm-integrations/pipedrive) and more. This makes it easier to create deals or tickets, or exchange and update customer data while chatting with customers. #### Omnichannel for Retail: Streamline Customer Support with an Omnichannel Chat Widget In addition, respond.io offers an [omnichannel chat widget](https://respond.io/blog/omnichannel-widget) that can display all connected channels in a [single collapsible widget](https://help.respond.io/workspace-settings/growth-widgets). It can be embedded on a retailer's website, making it easy for customers to make inquiries on their preferred channels. Messaging apps offer a more reliable means of collecting customer contact information compared to web chat, where visitors can remain anonymous or use fake details. This enables businesses to provide personalized services and add them to contact lists for future marketing initiatives. #### Omnichannel Retail Solution: Use Chat Buttons, Links and QR Codes to Drive Engagement Respond.io facilitates cross-channel communication for customers to reach out through various touchpoints. This includes [adding WhatsApp chat buttons on Facebook](https://respond.io/blog/how-to-add-whatsapp-button-on-facebook-page) or [Instagram](https://respond.io/blog/whatsapp-link-for-instagram) to turn social media followers into WhatsApp contacts effortlessly. Retailers can share chat links in digital spaces or place QR codes around their stores to encourage customers to message, providing a seamless shopping experience that bridges the gap between physical and digital channels. #### Omnichannel Retail Strategy: Send Promotional Messages on Multiple Channels Respond.io's [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview) supports multiple channels, allowing businesses to send or [schedule personalized broadcast messages](https://help.respond.io/broadcasts/sending-a-simple-broadcast#schedule_broadcast_and_customize_send_rates). Additionally, integrations with popular e-commerce platforms like [Shopify](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify), [WooCommerce](https://help.respond.io/e-commerce-crm-integrations/ecommerce-integration-woocommerce) and [Magento](https://help.respond.io/e-commerce-crm-integrations/ecommerce-integration-magento) enable businesses to set up event-triggered messaging. Common event-triggered messages include [drip campaigns](https://respond.io/blog/whatsapp-promotional-messages#toc-mobile-6), [abandoned cart messages](https://respond.io/blog/whatsapp-promotional-messages#toc-mobile-5), order confirmations and delivery updates. With these integrations, businesses can streamline customer communication and offer a better overall customer experience. #### Omnichannel Retail Solutions: Boost Retail Sales with Reporting Insights Respond.io's [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) provides valuable insights into sales conversations and agent performance. Retailers can identify knowledge gaps, optimize their messaging strategies and drive growth through this capability. Omnichannel retail has become an essential strategy for businesses. It helps them deliver a seamless and consistent shopping experience across all channels. If you're looking to take your business to the next level, [sign up for our free trial](https://app.respond.io/user/register) today! ### Further Reading Interested to learn more about how you can use an omnichannel communication platform to elevate your business? We recommend checking out the following additional readings. - Omnichannel Communication: Using an Omnichannel Communication Platform - Omnichannel Widget: Everything You Need to Know about Omnichannel Chat Widget - Why Use an Omnichannel Support Platform ## [How to Use Automation to Enhance Customer Service Efficiency](https:/respond.io/blog/customer-service-automation) Wonder what customer service automation is and how to automate customer service? Read on to discover how automated customer service works. Are you looking to automate customer service processes? If so, this blog post is for you. In this article, we’ll explain what customer service automation is and how it can benefit your business. Then, we’ll show you real-life examples of businesses winning with automated customer service and how to achieve the same results on respond.io. ### What is Customer Service Automation? Customer service automation is the integration between customer service agents and automation technologies like chatbots, workflow automation systems and more. The main objective of this integration is to optimize and streamline support processes to improve customer satisfaction. That said, let’s look at the benefits your business can gain from implementing customer support automation. #### Customer Service Automation: Advantages of Automated Customer Service Managing high volumes of inquiries without automation presents numerous challenges for support teams to provide efficient support. Support agents must handle repetitive manual tasks like replying to simple inquiries, performing contact data entry and transferring conversations to the right department or agent. Concurrently, they must manage critical issues requiring immediate attention. This overwhelming workload often restricts agents from providing high-quality support and prompt responses to critical issues. As a result, customers may experience frustration and dissatisfaction when their expectations are not met and their concerns remain unresolved for extended periods. Thankfully, automation offers a solution to these challenges while providing numerous benefits for both agents and customers. ![Managing%20high%20volumes%20of%20inquiries%20without%20automation%20presents%20numerous%20challenges%20for%20support%20teams%20to%20provide%20efficient%20support%20to%20customers.%20Support%20agents%20must%20handle%20repetitive%20manual%20tasks%20like%20replying%20to%20simple%20inquiries%2C%20performing%20contact%20data%20entry%20and%20transferring%20conversations%20to%20the%20right%20department%20or%20agent.%20Thankfully%2C%20automation%20offers%20a%20solution%20to%20these%20challenges%20while%20providing%20numerous%20benefits%20for%20both%20agents%20and%20customers.%20](https://images.ctfassets.net/ph8r57dk1q9w/6z3mXYhsDgmgEHd5WgbOIs/b4b4273bbdcd73c06ebc35b6ffb5a03b/concepts-customer-service-automation-image-01_e18be4963ec807f5f1965f4850c58e44.png) As agents are frequently flooded with commonly asked questions from customers, businesses can set up an automated FAQ menu to answer these questions. This gives customers immediate answers and reduces the need for agents to respond to repetitive inquiries. As a result, agents can prioritize important issues and focus on delivering efficient support to enhance the overall customer experience. To increase operational efficiency, businesses can set up automation to guide customers through a predefined path from the time they send the first message until they are connected to an agent. For instance, businesses can send automated [pre-chat surveys](https://respond.io/blog/pre-chat-survey) to collect customers’ contact information and gather contextual details on their issues. Then use the information to automatically connect them with the best agent to resolve their problem. Now that you know how automation can benefit you, let’s explore how businesses are succeeding with automated customer support. ### Automated Customer Service Examples: Case Studies of Successful Businesses While implementing automation for the first time may sound daunting, the best way to help your decision-making is to look at examples of businesses using automated customer service. Here, we’ll show how two businesses have transformed customer support. #### Automated Customer Service Case Study: Chinese University of Hong Kong (CUHK) [Chinese University of Hong Kong (CUHK)](https://respond.io/customers/how-cuhk-handles-98-of-mba-inquiries-with-natural-language-processing) is a research university in Hong Kong. The majority of applicants for CUHK’s full-time and part-time MBA programs come from Hong Kong, Mainland China, India and other ASEAN countries. Considering that most applicants are situated in regions where instant messaging platforms are highly popular, the MBA Programs Office at CUHK recognized the need for three key solutions to enhance its processes. Firstly, it wanted to shift inquiries from email to channels that prospects commonly use, such as [Facebook Messenger](https://respond.io/blog/facebook-business-chat#toc-mobile-3). It also wanted to set up web chat on its website. Most importantly, it wanted to handle common inquiries automatically. ![The%20MBA%20Programs%20Office%20decided%20to%20use%20respond.io.%20Incorporating%20chat%20messaging%20over%20Facebook%20Messenger%20and%20web%20chat%20into%20its%20communication%20strategy%20made%20it%20easier%20for%20prospects%20to%20initiate%20contact%20with%20CUHK%27s%20MBA%20Programs%20Office.%20As%20a%20result%2C%20it%20saw%20a%2050%25%20increase%20in%20inquiries%20compared%20to%20email%20alone.%20Because%2098%25%20of%20prospects%u2019%20inquiries%20are%20now%20automatically%20handled%20by%20Dialogflow%u2019s%20chatbot%2C%20the%20admin%20team%20was%20able%20to%20focus%20on%20important%20matters.%20The%20has%20significantly%20improved%20first%20response%20times%2C%20reducing%20it%20from%20an%20average%20of%2036%20hours%20to%20just%20a%20matter%20of%20minutes%20and%20resulting%20in%20a%20remarkable%2099%25%20improvement.](https://images.ctfassets.net/ph8r57dk1q9w/4qpNT2e5kdlcIk39LN9XVP/45e7b96194855685cfb553796aa8fe24/concepts-customer-service-automation-image-05_2435983e9f6c96510b71306b51a134a5.png) To achieve these objectives, the MBA Programs Office decided to use respond.io. Incorporating chat messaging over Facebook Messenger and web chat into its communication strategy made it easier for prospects to initiate contact with CUHK’s MBA Programs Office. As a result, it saw a 50% increase in inquiries compared to email alone. Because 98% of prospects’ inquiries are now automatically handled by Dialogflow’s chatbot, the admin team was able to focus on important matters. CUHK also saw a remarkable 99% improvement in first response times, with the average time reducing from 36 hours to a matter of minutes. Next, we’ll explore how Speedhome achieved success with customer support automation. #### Customer Service Automation Case Study: Speedhome [Speedhome](https://respond.io/customers/how-speedhome-doubled-its-monthly-new-customers) is a property rental platform in Malaysia that connects landlords and tenants. It offers a cost-free listing service for landlords and allows tenants to rent homes without upfront deposits, making the moving process more affordable. Speedhome faced the challenge of measuring and improving the performance of its multiple teams of agents in handling inquiries and resolving conversations efficiently. So, it wanted a solution that could effectively track agent performance and accommodate a large number of agents. In addition, it needed a platform that could support its diverse communication channels. This includes popular messaging app like [WhatsApp](https://respond.io/blog/whatsapp-business-api) or [Telegram](https://respond.io/blog/telegram-for-business) and even [custom channels](https://help.respond.io/channels/custom-channel). ![After%20experimenting%20with%20various%20software%20options%2C%20Speedhome%20decided%20on%20respond.io.%20Since%20adopting%20respond.io%20as%20its%20customer%20conversation%20messaging%20software%2C%20it%20experienced%20significant%20improvements%20in%20customer%20engagement%20and%20loyalty.%20The%20number%20of%20monthly%20returning%20customers%20skyrocketed%20by%2056%25%20and%20the%20influx%20of%20new%20monthly%20customers%20surged%20by%20an%20impressive%20122%25%20compared%20to%20previous%20figures.%20Furthermore%2C%20it%20conducted%20a%20CSAT%20survey%2C%20which%20resulted%20in%20a%20whopping%2071%25%20score%20of%20very%20satisfied%20customers%2C%20indicating%20a%20high%20level%20of%20customer%20satisfaction.%20With%20respond.io%2C%20Speedhome%20was%20able%20to%20establish%20more%20effective%20connections%20with%20its%20customers%20and%20foster%20long-lasting%20relationships.](https://images.ctfassets.net/ph8r57dk1q9w/4502nxZQjDyxmDehUe55FS/93856180fe64d75579a200bef760626d/concepts-customer-service-automation-image-06_4a9e1586cf19aee7fd0e8247f9985c19.png) After experimenting with various software options, Speedhome decided on respond.io. Since adopting respond.io as its customer conversation management software, it experienced significant improvements in customer engagement and loyalty. The number of monthly returning customers skyrocketed by 56% and the influx of new monthly customers surged by an impressive 122% compared to previous figures. Furthermore, it conducted a CSAT survey, which resulted in a whopping 71% score of very satisfied customers. With respond.io, Speedhome was able to establish more effective connections with its customers and foster long-lasting relationships. Now, let’s look at some of the ways these businesses have used respond.io to automate customer service. ### Customer Service Automation to Simplify Processes: The Respond.io Way Respond.io has a variety of tools to help you streamline support processes with automation. Let’s explore some customer service automation examples below. #### Send Greeting and Away Messages Customers usually expect fast replies from businesses. However, this isn't easy to achieve, especially if your business is not operating 24/7. Therefore, it is important to manage their expectations when they contact you outside of business hours. ![Customers%20usually%20expect%20fast%20replies%20from%20businesses.%20However%2C%20this%20is%20difficult%20to%20achieve%2C%20especially%20if%20your%20business%20is%20not%20operating%2024/7.%20Therefore%2C%20managing%20their%20expectations%20when%20they%20contact%20you%20outside%20of%20business%20hours%20is%20important.%20Respond.io%20allows%20businesses%20to%20send%20welcome%20and%20away%20messages%20to%20customers%20in%20such%20scenarios.%20These%20messages%20can%20inform%20customers%20about%20the%20estimated%20response%20time%2C%20letting%20them%20know%20when%20to%20expect%20a%20reply.%20By%20proactively%20managing%20customer%20expectations%2C%20businesses%20can%20demonstrate%20their%20commitment%20to%20providing%20excellent%20service%2C%20even%20during%20off-hours.](https://images.ctfassets.net/ph8r57dk1q9w/73N8leNoUy93JzP7nMVyRg/9a5f6bfceebcc038656e461f88b4d5a4/screenshot-2023-07-05-at-105343-am_a4a44550ae70c605116300e419eac8e3.png) Respond.io allows businesses to send [welcome](https://respond.io/blog/whatsapp-greeting-message) and [away](https://respond.io/blog/away-message-for-business) messages to customers in such scenarios. These messages can inform customers about the estimated response time, letting them know when to expect a reply. By proactively managing customer expectations, businesses can demonstrate their commitment to providing excellent service, even during off-hours. #### Automate Customer Service: Set Up An FAQ Menu One effective way to streamline customer support and provide quick solutions is by setting up an automated FAQ menu. Businesses can compile and organize answers to commonly asked questions and implement them in their Workflow. ![One%20effective%20way%20to%20streamline%20customer%20support%20and%20provide%20quick%20solutions%20is%20by%20setting%20up%20an%20automated%20FAQ%20menu.%20Businesses%20can%20compile%20and%20organize%20answers%20to%20commonly%20asked%20questions%20and%20implement%20them%20in%20their%20Workflow.%20By%20doing%20so%2C%20customers%20can%20easily%20access%20information%20and%20find%20answers%20to%20their%20queries%20without%20the%20need%20for%20agent%20intervention.%20To%20tackle%20more%20complicated%20support%20cases%2C%20you%20can%20include%20the%20option%20for%20them%20to%20ask%20open-ended%20questions%20or%20provide%20an%20agent%20escalation%20pathway.](https://images.ctfassets.net/ph8r57dk1q9w/xd4YCZXgQBP7g3IGQxOY0/60e316ec4cc8c83fa75aac00b388f590/screenshot-2023-07-05-at-104943-am_c3ddf875f8fdf8ba0801784e7f8fe62e.png) By doing so, customers can easily access information and find answers to their queries without the need for agent intervention. If customers can’t find the solution they need, you can include the option for them to ask open-ended questions or provide an agent escalation pathway. #### Send Pre-Chat Surveys to Gain Customer Information and Context Collecting customer information is crucial for providing effective customer support as it enables agents to access important background details about the customer. With respond.io, you can send [pre-chat surveys](https://respond.io/blog/pre-chat-survey) to collect valuable contact information and gain context for an issue. These surveys can be designed to capture essential details like name, email address, phone number or any other relevant information. ![Collecting%20customer%20information%20is%20crucial%20for%20providing%20effective%20assistance%20as%20it%20enables%20agents%20to%20access%20important%20background%20details%20about%20the%20customer.%20With%20respond.io%2C%20you%20can%20automate%20pre-chat%20surveys%20to%20collect%20valuable%20contact%20information%20and%20gain%20context%20for%20an%20issue.%20These%20surveys%20can%20be%20designed%20to%20capture%20essential%20details%20like%20name%2C%20email%20address%2C%20phone%20number%20or%20any%20other%20relevant%20information.%20With%20all%20essential%20information%2C%20agents%20can%20accurately%20identify%20and%20address%20each%20customer%27s%20specific%20needs%20and%20preferences.%20This%20enables%20them%20to%20offer%20personalized%20solutions%2C%20resolve%20issues%20efficiently%20and%20provide%20exceptional%20support.](https://images.ctfassets.net/ph8r57dk1q9w/130JTOjmj3DiX1cJ0F2UL0/b6c7c1f3c5985708db3d714964cd42d3/screenshot-2023-07-05-at-105544-am_b3415480ff2450142c26d0099edeb155.png) With all essential information in hand, agents can accurately identify and address the specific needs and preferences of each customer. This enables them to offer personalized solutions, resolve issues efficiently and provide exceptional support. #### Automatically Route and Assign Conversations To ensure customers receive the assistance they need, it is crucial to connect them with the appropriate agent for their issues. Respond.io’s [Workflow automation](https://help.respond.io/workflows/workflows-overview) enables you to achieve this goal by [routing customers to the right team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-mobile-4) and [assigning them to the right agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio). You can customize your routing options to suit your specific needs, including language and shift-based routing, among others. ![To%20ensure%20customers%20receive%20the%20assistance%20they%20need%2C%20it%20is%20crucial%20to%20connect%20them%20with%20the%20appropriate%20agent%20who%20can%20address%20their%20specific%20issues.%20Respond.io%27s%20Workflow%20automation%20enables%20you%20to%20achieve%20this%20goal%20by%20routing%20customers%20to%20the%20right%20team%20and%20assigning%20them%20to%20the%20right%20agent.%20You%20can%20customize%20your%20routing%20method%20to%20suit%20your%20specific%20needs%2C%20including%20language-based%20routing%20and%20shift-based%20routing%2C%20among%20others.%20Additionally%2C%20you%20can%20automatically%20assign%20conversations%20based%20on%20your%20assignment%20logic%2C%20like%20round-robin%2C%20distributing%20conversations%20equally%20among%20support%20team%20members%20or%20assigning%20VIP%20customers%20to%20dedicated%20agents.%20By%20leveraging%20the%20power%20of%20automation%2C%20businesses%20can%20ensure%20that%20customer%20inquiries%20are%20efficiently%20handled%2C%20eliminating%20the%20need%20for%20manual%20assignment%20by%20managers.](https://images.ctfassets.net/ph8r57dk1q9w/7E8MjKlnW5pOGTodoS12Sr/614140d72f00ea8470bec080104fd884/screenshot-2023-07-05-at-105659-am_87a82b09133b7a5037a43323811d7c3a.png) Additionally, you can automatically assign conversations based on your assignment logic, like round-robin, distributing conversations equally among support team members or assigning VIP customers to dedicated agents. By leveraging the power of automation, businesses can ensure that customer inquiries are efficiently directed, eliminating the need for manual assignment by managers and ensuring agents do not pick conversations without proper supervision. #### Execute Customer Support Tasks With A Click Managers can build Workflows to [automate complicated tasks](https://help.respond.io/workflows/workflows-overview) like [shift transfers](https://help.respond.io/support-use-case/route-customers#route_based_on_business_hours_and_shifts) and [case escalation](https://respond.io/blog/escalation-management). Then enable agents to launch them at a click with the [Shortcut Trigger](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0) button while chatting with customers. For instance, if an agent’s shift is ending and they have several unresolved conversations, they can click on the Shortcut Trigger button, fill in a short form for context and let automation transfer the conversations to the next shift. ![Managers%20can%20build%20Workflows%20to%20automate%20complicated%20tasks%20like%20shift%20transfers%2C%20CSAT%20surveys%20and%20case%20escalation.%20Then%20enable%20agents%20to%20launch%20them%20at%20a%20click%20with%20the%20Shortcut%20Trigger%20button%20while%20chatting%20with%20customers.%20For%20instance%2C%20if%20an%20agent%27s%20shift%20is%20ending%20and%20they%20have%20several%20unresolved%20conversations%2C%20they%20can%20click%20on%20the%20Shortcut%20Trigger%20button%2C%20fill%20in%20a%20short%20form%20for%20context%20and%20let%20automation%20transfer%20the%20conversations%20to%20the%20next%20shift.%20You%20can%20also%20use%20this%20feature%20to%20escalate%20cases%20to%20external%20platforms%20like%20Slack.%20Additionally%2C%20you%20can%20exchange%20information%20between%20CRMs%20and%20respond.io%20to%20retrieve%20updated%20contact%20profiles%20or%20create%20deals%20and%20tickets.%20This%20way%2C%20agents%20can%20seamlessly%20execute%20tasks%20based%20on%20specific%20times%20and%20customer%20requests%20without%20the%20hassle%20of%20switching%20between%20multiple%20platforms.](https://images.ctfassets.net/ph8r57dk1q9w/2FMFGSeHcmFdfnNsKJIFWB/c1d5cc714da386efe1e0885f3aedf951/concepts-trengo-alternative-gif-02_7736d047c649c446a058d3a55540bbcb.gif) You can also use this feature to [escalate cases](https://respond.io/blog/escalation-management) to external platforms like Slack and exchange information between CRMs and respond.io to retrieve [updated contact profiles](https://help.respond.io/support-use-case/enrich-customer-data) or create deals and tickets. This way, agents can seamlessly execute tasks based on specific times and customer requests without the hassle of switching between multiple platforms. #### Send CSAT or Customer Satisfaction Surveys Customer satisfaction plays a vital role in measuring the success and quality of your company’s customer support. With respond.io, you can effortlessly create and send [customer satisfaction (CSAT) surveys](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8). These surveys can be automatically triggered after closing a conversation with a customer or manually initiated through the Shortcut Trigger button. ![Customer%20satisfaction%20plays%20an%20important%20role%20in%20measuring%20the%20success%20and%20quality%20of%20your%20company%u2019s%20customer%20support.%20With%20respond.io%2C%20you%20can%20effortlessly%20create%20and%20send%20customer%20satisfaction%20%28CSAT%29%20surveys.%20These%20surveys%20can%20be%20automatically%20triggered%20after%20closing%20a%20conversation%20with%20a%20customer%20or%20manually%20initiated%20through%20the%20Shortcut%20Trigger%20button.%20To%20save%20the%20survey%20answers%2C%20use%20the%20Add%20Google%20Sheets%20Row%20Step%20to%20save%20the%20data%20in%20your%20Google%20Sheets%20or%20the%20HTTP%20Request%20Step%20to%20save%20the%20survey%20answers%20to%20your%20CRM%20or%20data%20warehouse.](https://images.ctfassets.net/ph8r57dk1q9w/16dhIMJMapx4GLEELLvLr2/8db587108eb42aecbf9171c6c3a740b4/screenshot-2023-07-05-at-110014-am_362801e2d03ea175ec3e8eb7fba7aee3.png) To save the survey answers, use the [Add Google Sheets Row Step](https://help.respond.io/workflows/workflow-steps#step_add_google_sheets_row) to save the data in your Google Sheets or the [HTTP Request Step](https://help.respond.io/workflows/workflow-steps#step_http_request) to save the survey answers to your CRM or data warehouse. #### Measure Agent Performance with Advanced Analytics [Respond.io’s Reports Module](https://help.respond.io/dashboard-reporting/dashboard) allows businesses to monitor agents’ performance through advanced analytics. Businesses can use it to track response times, resolution times and other key performance indicators. Managers can use the [Leaderboard tab in the Reports Module](https://help.respond.io/dashboard-reporting/reports-leaderboard) to view several leaderboards and use filters to get granular insights into the performance of teams and users. ![Automate%20customer%20service%3A%20Respond.io%u2019s%20Reports%20Module%20allows%20businesses%20to%20monitor%20agents%27%20performance%20through%20advanced%20analytics.%20Businesses%20can%20use%20it%20to%20track%20response%20times%2C%20resolution%20times%20and%20other%20key%20performance%20indicators.%20Managers%20can%20use%20the%20Leaderboard%20tab%20in%20the%20Reports%20Module%20to%20view%20several%20leaderboards%20and%20use%20filters%20to%20get%20granular%20insights%20into%20the%20performance%20of%20teams%20and%20users.%20By%20leveraging%20the%20Reports%20Module%2C%20supervisors%20can%20identify%20any%20gaps%20or%20inefficiencies%20in%20their%20processes.%20Then%2C%20use%20their%20findings%20to%20improve%20team%20performance%20and%20optimize%20business%20operations.](https://images.ctfassets.net/ph8r57dk1q9w/ZB8AwVUYQ8O68L7yb997j/8e1c03a657cc8b9617fc3499e1b8484e/reports-gif-1_89d1ee05d4b815e663eec39a30094209.gif) By leveraging the Reports Module, supervisors can identify any gaps or inefficiencies in their processes. Then, use their findings to improve team performance and optimize business operations. Are you ready to start automating your customer support? [Sign up for a free trial](https://app.respond.io/user/register) and experience powerful automation like no other platform! ### Further Reading Want to learn how to use customer service automation for specific messaging channels? Here are some readings of popular messaging channels that might interest you. - WhatsApp for Customer Support - Facebook Messenger for Customer Service - Telegram for Customer Service ## [How to Use Facebook Messenger for Customer Service ](https:/respond.io/blog/facebook-messenger-for-customer-service) Facebook Messenger enables businesses to improve the quality of their customer service. Read on to learn more about Facebook Messenger customer service. Want to use Facebook Messenger for customer service? This article covers the benefits of Facebook Messenger for customer service and everything you need to know to get started. We’ll also show you how to use Facebook Messenger for customer service on respond.io and examples of businesses using the Facebook Messenger customer service platform. ### Facebook Messenger for Customer Service vs Traditional Methods The rise of messaging apps like [Facebook Messenger](https://respond.io/blog/facebook-business-chat) has proven to be beneficial to businesses while highlighting the limitations of traditional channels like email, webchat and phone calls. On traditional channels, conversation threads are usually scattered and untraceable, making it impossible for support agents to track customers’ conversation history. Traditional channels are also infamous for transferring support cases between teams without providing details like how long customers should wait, how many more people are in the queue or the progress and status of their inquiry. As a result, customers are forced to repeat their problems multiple times to every support agent which prolongs the case resolution time. ![This%20is%20an%20image%20showing%20the%20benefits%20of%20using%20Facebook%20Messenger%20for%20customer%20service.%20Facebook%20Messenger%20allows%20businesses%20to%20trace%20customers%u2019%20conversation%20history%20in%20a%20message%20inbox.%20In%20addition%2C%20it%20allows%20businesses%20to%20resolve%20customers%u2019%20issues%20faster.%20Facebook%20Messenger%20also%20has%20automation%20features%20like%20instant%20replies%20and%20away%20messages%20to%20help%20businesses%20manage%20customers%u2019%20expectations.%20Businesses%20with%20customers%20in%20regions%20where%20Facebook%20Messenger%20is%20popular%20can%20particularly%20benefit%20from%20using%20Facebook%20Messenger%20customer%20service%20because%20customers%20who%20already%20have%20the%20app%20can%20simply%20scan%20a%20QR%20code%20or%20click%20a%20button%20to%20contact%20them.%20Check%20out%20the%20article%20to%20learn%20how%20to%20become%20an%20online%20customer%20service%20agent%20through%20messenger](https://images.ctfassets.net/ph8r57dk1q9w/6RZeOuW7NLBVg3Jw11UhyS/6e2ede1ed89021b4dea829303ebcc19e/FacebookMessengerCustomerServiceImage01_a6aeac916b5ddf388a1e83ee46d1bf2c.png) Compared to traditional customer service channels, Facebook Messenger allows businesses to trace customers’ conversation history in a message inbox, providing support agents with context to customers’ issues. In addition, it also gives customers the flexibility to leave a conversation and return without having to start all over again as they would have to on webchat, allowing businesses to resolve customers’ issues faster. Customers expect fast replies from businesses because messaging apps are fast-paced in nature. Luckily, Facebook Messenger supports [automation features](https://respond.io/blog/facebook-messenger-auto-reply) and [conversational AI](https://respond.io/blog/best-facebook-chatbots) to help businesses manage customers’ expectations. Businesses in [regions dominated by Facebook Messenger](https://respond.io/blog/facebook-business-chat#toc-mobile-3) in particular, benefit from using Facebook Messenger for customer service as their customers can simply scan a QR code or click a button to contact them. Next, we’ll take a look at what you should know before using Facebook Messenger for customer service. ### Facebook Messenger for Customer Service: What You Should Know Before deciding to use Messenger as your main channel for customer service, there are a few things you need to know about Facebook Messenger, such as: - Facebook Messenger customer service platforms - Replying to Facebook Comments via Facebook Messenger - Business responsiveness visibility - 24-hour messaging window restriction #### Facebook Messenger Customer Service Platforms You’re probably on this blog because you’re currently using the Messenger app or Facebook Page Inbox to connect with your customers, or you’re considering whether you should use Facebook Messenger for customer service. The Messenger app is sufficient for micro-businesses and solopreneurs with its basic ability to chat with customers in a conversational setting, whereas Facebook Page Inbox has all the necessary tools for small businesses to manage their conversations with customers. ![Messenger%20Customer%20Service%3A%20This%20image%20shows%20Facebook%20Messenger%20Customer%20Service%20Platforms%20including%20Messenger%20App%2C%20Facebook%20Page%20inbox%20and%20respond.io%20business%20messaging%20inbox.The%20Messenger%20app%20is%20sufficient%20for%20micro-businesses%20and%20solopreneurs%20with%20its%20basic%20ability%20to%20chat%20with%20customers%20in%20a%20conversational%20setting%2C%20whereas%20Facebook%20Page%20Inbox%20has%20all%20the%20necessary%20tools%20for%20small%20businesses%20to%20manage%20their%20conversations%20with%20customers.However%2C%20both%20lack%20advanced%20automation%20and%20the%20ability%20to%20support%20a%20large%20number%20of%20contacts%20and%20receive%20high-volume%20messages%20that%20larger%20companies%20or%20those%20wanting%20to%20scale%20their%20conversations%20are%20looking%20for.%20Therefore%2C%20you%27ll%20need%20to%20connect%20your%20Facebook%20Messenger%20to%20third%20party%20CRM%20like%20respond.io.%20Read%20this%20blog%20to%20learn%20more%20about%20Facebook%20Messenger%20for%20Customer%20service](https://images.ctfassets.net/ph8r57dk1q9w/6oMuGlzdU1YGKehMih1fRR/aca63dbce9f8632547b91eda90281a08/FacebookMessengerCustomerServiceImage02_c221d764a5a0f322a31b30bbde551834.png) However, businesses can still message customers outside the messaging window by using Meta-approved message templates. With respond.io, you can create and submit your own custom Messenger utility templates—such as appointment reminders or shipping confirmations—rather than relying only on pre-approved options. If a Facebook Page sends too many messages in a short time period, it will [lose access to the Page Inbox](https://developers.facebook.com/docs/messenger-platform/send-messages/high-mps/) and will have to manage messages through an API. This is when you’ll need to [connect your Facebook Messenger to a third-party CRM like respond.io](https://help.respond.io/facebook-messenger/facebook-messenger-overview#connecting_facebook_messenger). #### Facebook Messenger for Customer Service: Reply to Facebook Comments via Facebook Messenger Customers leave comments on businesses’ Facebook posts for many reasons, including seeking assistance with a product, being dissatisfied with your product and [more](https://respond.io/blog/facebook-comment-auto-reply#toc-mobile-0). For product-related issues, it is highly likely that there will be an exchange of confidential information. Hence, it is best for businesses to move the conversation from the comments to the customer's Facebook Messenger Inbox for privacy. ![customer%20service%20Facebook%20messenger%3A%20Reply%20to%20facebook%20comments%20via%20Facebook%20Messenger.%20Customers%20leave%20comments%20on%20businesses%u2019%20Facebook%20posts%20for%20many%20reasons%2C%20including%20seeking%20assistance%20with%20a%20product%2C%20being%20dissatisfied%20with%20your%20product%20and%20more.%20%20For%20product-related%20issues%2C%20it%20is%20highly%20likely%20that%20there%20will%20be%20an%20exchange%20of%20confidential%20information.%20Hence%2C%20it%20is%20best%20for%20businesses%20to%20move%20the%20conversation%20to%20the%20customer%27s%20Facebook%20Messenger%20Inbox%20for%20privacy.%20Read%20this%20article%20to%20learn%20more%20about%20replying%20to%20Facebook%20comments%20via%20Facebook%20Messenger](https://images.ctfassets.net/ph8r57dk1q9w/4lRCp8n6FHKefN8ZRNUQur/5e0523b9441c5f1c563b05907312f2d3/FacebookMessengerCSblog2_05da5eeade8d4502189d83dd25497499.png) Replying to customers’ comments privately in their inbox demonstrates that your business proactively assists customers in need, on top of just allowing them to message you for help. #### Facebook Messenger for Customer Service: Business Responsiveness Visibility A business’s responsiveness is crucial to customers who need a prompt response. And Facebook Messenger has made it easy for them to identify a responsive business by displaying a response rate badge on a business’ Facebook Page. The highest rank, the [very responsive to messages badge](https://www.facebook.com/help/475643069256244), shows people which Pages respond quickly and consistently to private messages. To get the badge, a Page must achieve both a response rate of 90% or more and a response time of under 15 minutes. ![Facebook%20Messenger%20customer%20service%3A%20Example%20of%20Facebook%20Messenger%20responsiveness%20badge.%20A%20business%u2019s%20responsiveness%20is%20crucial%20to%20customers%20who%20need%20a%20prompt%20response.%20And%20Facebook%20Messenger%20has%20made%20it%20easy%20for%20them%20to%20identify%20a%20responsive%20business%20by%20displaying%20a%20response%20rate%20badge%20on%20a%20business%u2019%20Facebook%20Page.%20The%20highest%20rank%2C%20the%20very%20responsive%20to%20messages%20badge%2C%20shows%20people%20which%20Pages%20respond%20quickly%20and%20consistently%20to%20private%20messages.%20To%20get%20the%20badge%2C%20a%20Page%20must%20achieve%20both%20a%20response%20rate%20of%2090%25%20or%20more%20and%20a%20response%20time%20of%20under%2015%20minutes.](https://images.ctfassets.net/ph8r57dk1q9w/1bax5nnJ7IK256lw5nhzlo/058c3c59b3c99bd1ae48622b9e97d369/FacebookMessengerCSblog3_fc300e2f82f2d212a3627bc53bd8f7aa.png) Fortunately, if your Page doesn’t have the badge, customers won’t be able to see your Page’s responsiveness. To improve your responsiveness and get the badge, set your goals according to the requirements and understand how a [Page response rate and time](http://facebook.com/help/1625715647696553?helpref=faq_content) are defined. #### Facebook Messenger for Customer Service: 24-hour Messaging Window Restriction Facebook has implemented a 24-hour messaging window to prevent businesses from spamming customers after their initial conversation. However, as Meta phases out message tags, businesses should use message templates to send updates and notifications. These templates require Meta approval to ensure compliance with Facebook's latest policies. You can create custom templates with variables, optional headers, and URL buttons to fit your specific business needs. ### Using Facebook Messenger for Customer Service on Respond.io: Quick Wins Now, let’s take a look at how you can use respond.io. to enhance your customer service on Facebook Messenger. #### Use The Human Agent Tag to Follow Up on Complex Enquiries The Human Agent tag is only available to businesses accepted under Facebook’s Beta Program. And respond.io is one of them! With respond.io, businesses can get a 7-day messaging window with the Human Agent tag instead of 24 hours by default. This allows agents to resolve complex issues with more time and follow up with customers on the next business day if an inquiry comes in during the weekend. #### Use Advanced Automation to Answer FAQs, Route Customers and Escalate Cases Businesses can use advanced automation to set up an FAQ menu providing answers to commonly asked questions. This way, customers can get the answer they want quickly without businesses having to use a support agent in the process. However, as a rule of thumb, businesses must provide a seamless human agent integration when creating their Workflow to assist customers who cannot find a solution to their issues. ![using%20facebook%20messenger%20for%20customer%20service%20on%20respond.io%20to%20create%20FAQ%20Workflow.%20Depending%20on%20the%20types%20of%20issues%20a%20customer%20is%20facing%2C%20businesses%20can%20use%20respond.io%20to%20route%20customers%20to%20the%20right%20team%20like%20routing%20them%20according%20to%20business%20hour%20shifts%2C%20languages%20or%20departments.%20If%20the%20agent%20cannot%20resolve%20the%20issue%2C%20they%20can%20use%20the%20Shortcuts%20button%20to%20escalate%20support%20cases%20or%20create%20support%20tickets%20on%20external%20systems%20like%20Zendesk%20and%20Zoho.](https://images.ctfassets.net/ph8r57dk1q9w/2r1mlN0fxOVGTKNEd9B0mD/3a2481029ec38e008f220b12cf376699/FacebookMessengerCSblog_d77a142eeec7f0e1a8e194972b13f561.png) Depending on the types of issues a customer is facing, businesses can use respond.io to [route customers to the right team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) like routing them according to business hour shifts, languages or departments. If the agent cannot resolve the issue, they can use the [Shortcuts](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0) button to escalate support cases or create support tickets on external CRM platforms like Zendesk and Zoho. #### Send CSAT or Customer Satisfaction Surveys Customer satisfaction plays an important role in measuring the success and quality of your company’s customer support. With respond.io, businesses can create a [customer satisfaction (CSAT) survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) to be sent automatically after a conversation with a customer ends or manually using the Shortcuts button. ![Messenger%20Customer%20Support%3A%20After%20a%20conversation%20with%20a%20customer%20ends%2C%20add%20the%20CSAT%20survey.%20To%20save%20their%20responses%2C%20use%20Google%20Sheets%20Row%20Step%20on%20respond.io%20Workflow](https://images.ctfassets.net/ph8r57dk1q9w/3UCRkmmQ2k7SkbONkTW1zZ/bd8c1fce8e4d900c7532475f9758669b/ScreenShot2022-06-17at4_03_52PM_0e5c0f382b9dbcb4da982157ff8469b3.jpeg) To save the survey answers, use the [Add Google Sheets Row Step](https://help.respond.io/workflows/workflow-steps#step_add_google_sheets_row) to save the data in your Google Sheets or the [HTTP Request Step](https://help.respond.io/workflows/workflow-steps#step_http_request) to save the survey answers to your CRM or data warehouse. For more information on how to send a CSAT survey on respond.io, read our [Customer Satisfaction Process Guide](https://respond.io/blog/csat-customer-satisfaction-score). #### Set Up Auto Replies for Comments Responding to customers’ comments on your posts can be a lot to deal with, especially when you receive numerous comments per post or when most of them are spam comments. To save you the effort of replying privately to each and every comment, respond.io’s [Facebook Comment Autoresponder](https://respond.io/blog/facebook-comment-auto-reply#toc-mobile-3) allows your business to focus on those who respond to your follow-up message. ![Facebook%20Messenger%20Customer%20Service%3A%20Example%20of%20respond.io%20Facebook%20Comment%20Autoresponder.%20Once%20a%20customer%20leaves%20a%20comment%20on%20your%20post%2C%20an%20automatic%20reply%20will%20be%20sent%20to%20their%20inbox%20immediately.%20If%20they%20reply%20to%20your%20direct%20message%2C%20you%20can%20add%20them%20to%20your%20contacts%20list%20for%20broadcasting%20and%20marketing%20purposes%20in%20the%20future.](https://images.ctfassets.net/ph8r57dk1q9w/2TRB4q8qwmZqSKE1e3Gbij/dc6cc19c150ec78b3905f95b7279a5f8/FacebookMessengerCSblog1_dfb9c68285fff87548dd726c6699456f.png) Once a customer leaves a comment on your post, an automatic reply will be sent to their inbox immediately. If they reply to your direct message, you can add them to your contacts list for [broadcasting and marketing purposes](https://respond.io/blog/facebook-business-chat#toc-mobile-11) in the future. #### Get an Overview of Customers’ Chat History with Contact Merge There is a high possibility that your Contacts are using other messaging apps apart from Facebook Messenger. And they may have used other messaging channels to reach you previously, leading to siloed conversations across channels. With respond.io, you can merge all Contact details and conversation history across messaging channels into a unified profile for an overall view of a customer. Agents can also open a dedicated files view to instantly find attachments shared in a conversation, eliminating the need to scroll through long message histories. ![Facebook%20messenger%20for%20customer%20service%3A%20Example%20of%20Contact%20Merge%20on%20respond.io.With%20respond.io%2C%20you%20can%20merge%20all%20Contact%20details%20and%20conversation%20history%20across%20messaging%20channels%20into%20a%20unified%20profile%20for%20an%20overall%20view%20of%20a%20customer.%20This%20will%20help%20agents%20to%20understand%20the%20customers%u2019%20context%20and%20make%20an%20informed%20decision%20about%20the%20best%20way%20to%20help%20them.](https://images.ctfassets.net/ph8r57dk1q9w/72Oh6ox3Lu1FGNmt0zc9jk/c17b165e4c6580fa6bf7cb796546f7ff/FacebookMessengerCSblog_07588d159ecab71013aa1c5ef575c400.png) This will help agents to understand the customers’ context and make an informed decision about the best way to help them. #### Gain Access to Advanced Reports and Analytics The respond.io platform is great for [Facebook Messenger customer support](https://respond.io/blog/facebook-support) as it has advanced reporting on agent productivity and workload tracking, conversation tracking, resolution time measurement and the Comments feature for internal collaboration. ![Facebook%20Messenger%20for%20customer%20service%3A%20Example%20of%20advanced%20reports%20and%20analytics%20on%20respond.io.%20The%20respond.io%20platform%20is%20great%20for%20customer%20support%20as%20it%20has%20advanced%20reporting%20on%20agent%20productivity%20and%20workload%20tracking%2C%20conversation%20tracking%2C%20resolution%20time%20measurement%20and%20the%20Comments%20feature%20for%20internal%20collaboration.](https://images.ctfassets.net/ph8r57dk1q9w/2GYu7hXM4ay9uHY9MNJNfy/6be4abefd0cdd0ae2b2d6372bc573ec2/FacebookMessengerCSblog_51cbf728175695b49aea3c6951d6ea73.png) The supervisor dashboard enables managers to identify conversations that have been on hold or unresolved for too long, and monitor agents’ performance and workload in real-time. #### Mobile App for Agents on the Go Respond.io has a mobile app that allows agents to answer customer inquiries from their mobile phones. The app has all the features available on the desktop, such as Dashboard, Contacts and Messaging to give agents an effortless messaging experience and the convenience of answering messages wherever they are. ![Respond.io%20mobile%20app%20for%20Facebook%20Messenger%20Customer%20Service.The%20app%20has%20all%20the%20features%20available%20on%20the%20desktop%2C%20such%20as%20Dashboard%2C%20Contacts%20and%20Messaging%20to%20give%20agents%20an%20effortless%20messaging%20experience%20and%20the%20convenience%20of%20answering%20messages%20wherever%20they%20are.Agents%20will%20receive%20a%20push%20notification%20every%20time%20they%20receive%20a%20new%20message%20or%20when%20they%20are%20assigned%20new%20Contacts%2C%20allowing%20them%20to%20stay%20updated%20and%20avoid%20missing%20messages.%20%20To%20get%20the%20respond.io%20app%2C%20download%20it%20from%20Google%20Play%20Store%20for%20Android%20and%20Apple%20App%20Store%20for%20iOS.](https://images.ctfassets.net/ph8r57dk1q9w/elY8Rgu0i21XXH7xwdlyn/b0bebfee601b7f349e49905ad6dbd318/FacebookMessengerCustomerServiceImage03_7c5f87a7057a0073949b6e3209b0c147.png) Agents will receive a push notification every time they receive a new message or when they are assigned new Contacts, allowing them to stay updated and avoid missing messages. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. ### How Businesses are Using Facebook Messenger Customer Service Now that you know how you can use Facebook Messenger for customer service, let’s take a look at how businesses are putting this into practice. ### KLM Royal Dutch Airline KLM is the world’s oldest airline still operating under its original name and is the first airline to offer customers the option of receiving travel documentation and flight status updates via WhatsApp, Messenger and more. KLM’s goal was to enhance its customer experience by making it easier for people to talk to its agents via social media without compromising customers’ privacy. ![Facebook%20Messenger%20Customer%20Service%3A%20This%20image%20answers%20the%20question%20%26quot%3Bwhat%20are%20some%20stores%20that%20use%20Facebook%20messenger%20for%20live%20customer%20service%26quot%3B](https://images.ctfassets.net/ph8r57dk1q9w/5AOJSuvRfKNizPcCTpmpph/8d48b123814f53805590045a669fe476/0001-289618995541_ae269e6c9dc262466daef34e541a6d4b.png) They used Messenger to share flight information such as booking confirmations, check-in notifications, boarding passes and flight status updates. Once customers have gotten the information they need, an automated customer satisfaction survey will be sent. According to Facebook, KLM has achieved a 40% increase in customer interactions on Messenger and 15% of online boarding passes are sent via Messenger. ### Sarenza Sarenza is a Paris-based online shop selling a variety of shoe brands catering to all genders and ages. It started using automated messages due to the sudden increase in customer queries during the Covid-19 pandemic. Sarenza implements auto replies for FAQs like order placements, shipment tracking and more. The best part is that customers can connect to an agent on the first step itself if what they’re looking for is not in the options provided. ![Facebook%20Messenger%20Customer%20Service%3A%20This%20image%20answers%20the%20question%20%26quot%3Bwhat%20are%20some%20stores%20that%20use%20Facebook%20messenger%20for%20live%20customer%20service.](https://images.ctfassets.net/ph8r57dk1q9w/52ThAc4XdJBjMpuRoOD4fT/c50509d062606c91e1ebb29e91d7aed0/0002-289618995542_5b770b1014e2528d9a2519a56b03f35c.png) Since it started using Facebook Messenger for customer service, Sarenza has reported that 20% of all questions and inquiries were answered automatically. It also witnessed a 6x rise in customers using Messenger as a communication tool and their message sharing increased from 5% to 25% in 2020. You’ve made it to the end! Want to use Facebook Messenger for customer service? Sign up for respond.io and connect Facebook Messenger to elevate your customer service. ### Further Reading Want to learn more about Facebook Messenger? Here are a few articles for you to check out. - The Ultimate Guide to Facebook Messenger for Business - How to set up Facebook Messenger Auto Reply - How To Use Facebook Message Tags ## [How to Use Telegram for Customer Support ](https:/respond.io/blog/telegram-support) Want to use Telegram for customer support? This blog covers the benefits of Telegram customer support and ways to enhance your Telegram support with respond.io. If you want to use Telegram for customer support, we have got you covered. We’ll start by discussing the benefits of providing Telegram support and what you need to know to get started. Then, we’ll show you how an [AI-powered](https://respond.io/blog/conversational-ai-platform) customer conversation management software like respond.io can assist you in offering top-notch Telegram customer support. ### Telegram Support: Why Use Telegram for Customer Support vs Traditional Methods Telegram is popular for its speed and security, with [700 million monthly active users](https://respond.io/blog/top-messaging-apps#toc-mobile-14). It stands out from other messaging apps because it is privately owned and built with users’ privacy in mind. Every type of message exchanged on Telegram, including text, media and files, is encrypted. Therefore, Telegram is an excellent messaging channel for privacy-conscious users. #### Benefits of Telegram for Customer Service Security is one of the most fundamental qualities that traditional customer support channels like email lack. Sending confidential files via email has been the norm over the past decades. But this approach is not as secure as believed because emails are unencrypted by default or have limited encryption. As a result, customers are susceptible to data leaks and security threats. Telegram, however, uses client-server encryption and files are stored encrypted in the Telegram Cloud. Security skeptics can even delete their files after sending them to leave zero traces of the files on the server. ![Telegram%20is%20a%20great%20messaging%20channel%20for%20Privacy-Conscious%20Customers.%20It%20also%20allows%20a%20business%27s%20Telegram%20customer%20support%20chat%20team%20to%20get%20access%20to%20customers%27%20chat%20history%20to%20help%20them%20in%20making%20informed%20decisions%20based%20on%20customers%27%20situations.%20Not%20just%20that%2C%20Telegram%20help%20businesses%20sync%20their%20chats%20seamlessly%20on%20multiple%20devices.%20](https://images.ctfassets.net/ph8r57dk1q9w/2jQRiAANGG4xCVX4yCMiHV/2fce80bf5092079d1b199449952e68d4/TelegramSupportImage01_c0309930691aab5a645dcf1f9dc20feb.png) Having an overall view of a customer’s chat history is almost unattainable on traditional support channels like email and webchat. This is because email conversation threads are usually dispersed and webchat chats end when users leave the website. On Telegram, businesses will be able to get access to a customer’s chat history in a message inbox. If a customer has a recurring issue, support agents will be able to get context from the chat history and make informed decisions based on their situation. The best part about Telegram is that you can use one account simultaneously on multiple devices. Not just that, your messages will also sync seamlessly across all your devices. Small businesses can use the Telegram app on multiple devices at the same time, while larger businesses can get Telegram for multiple agents by [connecting their Telegram bot to a messaging platform like respond.io](https://help.respond.io/channels/telegram) for a slew of additional features, which we will discuss below. ### Telegram Support: What You Should Know [Unlike other messaging apps](https://respond.io/blog/best-messaging-apps), Telegram provides users with a free yet feature-rich platform with few restrictions. Although Telegram has recently announced its paid plan, [Telegram Premium](https://telegram.org/blog/700-million-and-premium), everything that was previously free remains free. The premium plan was introduced to meet the demands of Telegram users who are willing to pay to send heavy resources. With Telegram Premium, users can upload files up to 4GB and enjoy faster downloads, exclusive stickers and [more](https://telegram.org/blog/700-million-and-premium). You only need Telegram Premium if you regularly send files larger than 2GB. Otherwise, your business should be able to get by quite well on the free version. ![There%20are%20three%20ways%20a%20business%20can%20use%20Telegram%20for%20customer%20support%20chat%2C%20namely%20Telegram%20Groups%2C%20Telegram%20Channels%20and%20Telegram%20Bots.%20We%u2019ll%20show%20you%20how%20to%20use%20them%20in%20this%20blog%20post.%20For%20more%20info%20on%20Telegram%20groups%2C%20Telegram%20channels%20and%20Telegram%20Bots%2C%20you%20may%20visit%20the%20Telegram%20help%20center.](https://images.ctfassets.net/ph8r57dk1q9w/qikfLBcS1W37bDaga1hP6/d1b59fec6c54dba2362b55d50656f22c/TelegramSupportImage02_866fabf9c7f9fb00912756eb9e93c353.png) There are three ways a business can use Telegram for customer support chat, namely Telegram Groups, Telegram Channels and Telegram Bots. Let's take a look at each of them in the section below. #### Telegram Customer Support Chat: Telegram Groups [Telegram Group](https://respond.io/blog/telegram-groups) is a space that supports two-way interactions between a business and its customers, with up to 200,000 members in a group. It can be used by businesses to get feedback or have discussions with their customers. To provide group support, create groups based on different customer segments such as products purchased, language and more. Then, use the group [video call and screen sharing](https://telegram.org/blog/video-1000) tool to provide assistance for common customer issues. However, this comes with a few drawbacks. Support agents won't be able to track conversations or know if an issue has been resolved and businesses cannot keep track of agents’ productivity. While you can provide support in groups, we recommend that you avoid it. #### Telegram Customer Support Chat: Telegram Channels [Telegram Channel](https://respond.io/blog/telegram-channels), on the other hand, can have unlimited members and is designed as a one-way communication tool. Businesses can broadcast updates or important announcements to their customers and track the view count of their messages. Telegram Channel is the least suitable for customer support as it is made for one-way communication. Businesses can still offer two-way communication by linking their Telegram Channel to Telegram Group to auto-post broadcasts in the group and follow up with inquiries. However, by doing so, they will experience the same issues as providing support in groups. #### Telegram Customer Support Chat: Telegram Bot Due to the fact that group support has a lot of drawbacks, businesses must be able to provide 1:1 Telegram support. Small businesses can provide 1:1 support using the Telegram app inbox on multiple devices while larger businesses can use the [Telegram bot](https://respond.io/blog/best-telegram-bots-list#toc-mobile-0), which involves a messaging inbox or messaging platform like respond.io. Large businesses that receive high volumes of messages need advanced features to check agents' workload or performance, ensure all Contacts have been attended to and identify which agent sent or responded to a message. [Contable.app, a Chilean bookkeeping company](https://respond.io/customers/how-contableapp-achieved-30-percent-higher-customer-retention-by-switching-to-shared-omnichannel-inbox), faced challenges in responding to customer queries. Upgrading to a Telegram Bot and integrating it with respond.io's omnichannel inbox, they centralized their communication channels. This change resulted in 40% faster response times and a 30% increase in customer satisfaction and retention, showcasing the effectiveness of such an integration in improving customer support. To get those features and advanced automation for processes like [support escalation](https://respond.io/blog/escalation-management), [auto assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) and [auto routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), you’ll have to [create a Telegram bot](https://respond.io/blog/telegram-for-business#toc-mobile-6) and [connect it to respond.io](https://help.respond.io/channels/telegram#connecting_telegram). ### Telegram Support on Respond.io: Quick Wins Now that you have all the information you need to use Telegram as a customer support channel, let’s dive into how respond.io can help improve your customer support. #### Use AI to Improve and Automate Responses With [Respond AI](https://help.respond.io/workspace-settings/workspace-setting-respond-ai), agents can cut down on mistakes and time when handling frequently asked questions with these features: - Prompts: Agents can change the tone, fix spelling and grammar and even translate messages - AI Assist: This feature helps agents reply to customer messages with a click of a button - AI Agent: Automate customer inquiries before assigning a customer to an agent Next up, let’s explore respond.io’s automation builder. #### Offer 24/7 Support with Automated Messages, Auto Assignment and Support Escalation Customers communicating with businesses on messaging apps like Telegram expect to receive fast replies. With respond.io, you can manage customers’ expectations by sending [automated welcome and away messages](https://respond.io/blog/telegram-auto-reply). For agents to provide quality support, they will need customer context. One way to do this is to send [pre-chat surveys](https://respond.io/blog/pre-chat-survey) to collect customers' information and use multiple-choice questions to help customers communicate what they want clearly. ![This%20image%20shows%20Telegram%20help%20as%20a%20customer%20service%20channel%20with%20respond.io.%20By%20using%20respond.io%20advanced%20automation%2C%20you%20can%20provide%2024/7%20Telegram%20support%20chat%20for%20your%20customers.%20Read%20this%20blog%20for%20more%20info.](https://images.ctfassets.net/ph8r57dk1q9w/47JxUgY6XmdNGwQBGAWqCa/77d0a85a2a02178e17cd49d47215b89a/ScreenShot2022-06-28at8_05_53PM_320fd499e936be101b901256bd6e7775.jpeg) For more advanced automation, businesses can use respond.io to [route customers to the right team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), according to business hours, shifts, languages or departments. Agents can also collaborate on the platform for [support escalation](https://respond.io/blog/escalation-management) by adding a comment to describe the case or provide background information to another agent. #### Send CSAT or Customer Satisfaction Surveys You’ll never know how effective your customer support is without getting feedback from your customers. Hence, CSAT or customer satisfaction surveys are critical in measuring the success and quality of your company’s customer support. With respond.io's Workflows automation, businesses can create a [CSAT survey Workflow](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8). It can be set up to send a CSAT survey automatically after a conversation with a customer ends or manually using the [Shortcut button](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0). ![Save%20their%20responses%2C%20use%20Google%20Sheets%20Row%20Step%20on%20respond.io%20Workflow](https://images.ctfassets.net/ph8r57dk1q9w/2ZBQTB9rpVb3xBa6wV9dYA/ab12a493bb6de1615de624f6b0b82cbb/FacebookMessengerCSblog_c71002c9284f1e2e8c94451b8f8b4443.png) To save the survey answers, use the [Add Google Sheets Row Step](https://help.respond.io/workflows/workflow-steps#step_add_google_sheets_row) to save the data in Google Sheets. To save the survey answers to your CRM or data warehouse, create a webhook between its API and respond.io by adding an [HTTP Request Step](https://help.respond.io/workflows/workflow-steps#step_http_request). #### Get an Overview of Customers’ Chat History with Contact Merge Most messaging app users have multiple messaging apps on their phones. They may have reached out to you on them, creating [siloed conversations across the different channels](https://respond.io/blog/merge-contacts#toc-mobile-0). ![Telegram%20Support%20Chat%3A%20With%20respond.io%2C%20you%20can%20merge%20all%20Contact%20details%20and%20conversation%20history%20across%20messaging%20channels%20into%20a%20unified%20profile%20for%20an%20overall%20view%20of%20a%20customer.%20This%20will%20help%20agents%20to%20understand%20the%20customers%u2019%20context%20and%20make%20an%20informed%20decision%20about%20the%20best%20way%20to%20help%20them.](https://images.ctfassets.net/ph8r57dk1q9w/30GuaMX6JfLuW5IelZM8d3/a3c1b4452ebd25d2c4a5463ba46830de/FacebookMessengerCSblog_a9750fabd5c94a3f131bfcadba9644ca.png) Respond.io allows you to merge all Contact details and conversation history into a unified profile for a comprehensive view of a customer. This will help agents understand customers’ contexts and select the most effective way to help them. #### Gain Access to Advanced Reports and Analytics The respond.io platform is excellent for customer support as it has advanced reporting on agent productivity and workload tracking, conversation tracking and resolution time measurement. ![Telegram%20Support%20Chat%3A%20The%20respond.io%20platform%20is%20great%20for%20customer%20support%20as%20it%20has%20advanced%20reporting%20on%20agent%20productivity%20and%20workload%20tracking%2C%20conversation%20tracking%20and%20resolution%20time%20measurement.%20This%20way%2C%20businesses%20can%20see%20the%20efficiency%20of%20their%20support%20team%2C%20analyze%20the%20areas%20they%20are%20lacking%20and%20work%20towards%20improving%20their%20KPIs.](https://images.ctfassets.net/ph8r57dk1q9w/2Sb2cI35AOaQH3WQaX5Jl2/eed32c9872f3b09bea288ece9b6422d4/FacebookMessengerCSblog_90db09993ebf50ae4b4c65a8f2802d84.png) The supervisor dashboard allows managers to identify conversations that have been on hold or unresolved for too long, and monitor agents’ performance and workload in real-time. This way, businesses can see the efficiency of their support team, analyze the areas they are lacking and work towards improving their KPIs. #### Mobile App for Agents on the Go Respond.io has a mobile app that allows agents to answer customer inquiries from Telegram on their mobile phones. The app has all the features available on the desktop such as Dashboard, Contacts and Messaging to give agents an effortless messaging experience and the convenience of answering messages on the go, wherever they are. ![Respond.io%20mobile%20app%20for%20Telegram%20Support%20Chat.%20The%20app%20has%20all%20the%20features%20available%20on%20the%20desktop%2C%20such%20as%20Dashboard%2C%20Contacts%20and%20Messaging%20to%20give%20agents%20an%20effortless%20messaging%20experience%20and%20the%20convenience%20of%20answering%20messages%20wherever%20they%20are.%20Agents%20will%20receive%20a%20push%20notification%20every%20time%20they%20receive%20a%20new%20message%20or%20when%20they%20are%20assigned%20new%20Contacts%2C%20allowing%20them%20to%20stay%20updated%20and%20avoid%20missing%20messages.%20To%20get%20the%20respond.io%20app%2C%20download%20it%20from%20Google%20Play%20Store%20for%20Android%20and%20Apple%20App%20Store%20for%20iOS.](https://images.ctfassets.net/ph8r57dk1q9w/2N01igg4VocouQeYN6IrRk/de508272e5c40a48cee04196e2abcdd5/TelegramSupportImage03_09015bd12229b8884978586c1600be2d.png) Agents will receive a push notification every time they receive a new message or when they are assigned new Contacts, allowing them to stay updated and avoid missing messages. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. Telegram is a great messaging channel for businesses to provide quality customer support in a secure environment. We hope you found this first-hand guide on how to use Telegram for Customer Support helpful. If you’re ready to use Telegram for customer support, [sign up for a free respond.io account](https://app.respond.io/user/register) and [connect your Telegram business account](https://help.respond.io/channels/telegram#connecting_telegram) now! ### Further Reading Did you find this article useful? If so, here are some readings that might be of interest to you. - The Ultimate Guide to Telegram Business - Telegram Auto Reply: A How-To Guide - Facebook Messenger for Customer Service ## [How to Use TikTok for Business and Boost Conversions: 6 Pro Tips](https:/respond.io/blog/how-to-use-tiktok-for-business) Learn how to use TikTok for business to boost engagement, drive sales, and grow your audience with proven strategies, TikTok Ads, and optimization tips. Wondering how to use TikTok for business and get results? With over a billion active users, TikTok has become a powerful platform for businesses looking to reach new audiences, drive engagement, and boost sales. But as always, using a new channel for business comes with challenges. Creating videos that resonate with TikTok audiences requires adaptation from how you create content for Facebook or Instagram. Engaging leads in conversations on a channel not primarily used for chat, mastering TikTok ads and measuring performance is a learning process. We’re here to demystify these challenges and demonstrate how to use TikTok for Business solutions successfully in any customer-facing industry. Let’s get started! ### Why Use TikTok for Business Here are some of the reasons why you should use TikTok for business if you’re not already on it. ![This%20is%20an%20image%20showing%20four%20reasons%20why%20you%20should%20use%20TikTok%20for%20business%3A%20increase%20brand%20awareness%2C%20grow%20your%20audience%20organically%2C%20drive%20traffic%20and%20sales%2C%20track%20ad%20performance](https://images.ctfassets.net/ph8r57dk1q9w/6Vlriv1gIMX9vHGsFxPdUW/6cdb10c7a2c9e306bb874e49a03d75a7/How_To___TikTok_for_Business_-_Image_01.png) #### Increase Brand Awareness TikTok’s large and engaged user base offers businesses a unique platform to enhance their brand visibility through creative and viral content. #### Grow Your Audience Organically The TikTok algorithm promotes organic growth, allowing brands to reach new audiences without needing a substantial ad budget. #### Drive Traffic and Sales Businesses can utilize [TikTok Ads](https://respond.io/blog/tiktok-ads) to target specific demographics and drive traffic to their websites, ultimately increasing sales. With a variety of ad formats, you can capture user interest and drive conversions. #### Track Ad Performance TikTok provides comprehensive metrics to help businesses analyze the performance of their ads and optimize their campaigns for better results. Businesses can track impressions, clicks, engagement rates and conversion data to measure the effectiveness of their advertising efforts. To take full advantage of these benefits, you’ll need to set up your account correctly, optimize for your audience and [connect to a conversation management platform](https://respond.io/blog/tiktok-messaging-ads#toc-1). ### How to Use TikTok for Business From setting up your account to defining your goals, these steps will help you build a strong foundation. We’ll also share some common pitfalls to avoid. #### Get Your TikTok Account Ready for Business We’ll give you a brief overview if you haven’t already set up your account. For more detailed steps, check out our [ultimate guide to TikTok for business](https://respond.io/blog/tiktok-for-business#toc-mobile-3). ##### Set Up a TikTok Business Account To get started, [switch to a TikTok Business Account](https://respond.io/blog/tiktok-for-business#toc-mobile-10) by navigating to your profile settings. A Business Account gives you access to TikTok’s analytics, advertising features, and e-commerce integrations. ![Image%20showing%20four%20phone%20screens%20with%20the%20steps%20for%20how%20to%20set%20up%20a%20TikTok%20business%20account](https://images.ctfassets.net/ph8r57dk1q9w/1XwPr3BarzzCxS9wiiJrQb/543f52573d137bfe899f4cfb48fe8448/how_to_use_TikTok_for_marketing_1.png) ##### Get TikTok Verified Verification builds credibility and boosts visibility as verified accounts are more likely to appear in searches and recommended content. Apply for [verification through TikTok’s settings](https://ads.tiktok.com/help/article/about-business-verification?redirected=2) by meeting engagement and authenticity requirements. ##### (Optional) Connect TikTok to respond.io Respond.io is among the first few badged TikTok Marketing Technology Partners globally. The badge is awarded for expertise in end-to-end TikTok sales and marketing solutions, including sales workflow automation and tools to optimize TikTok ad performance. What does this mean for your business? As a badged partner, respond.io gives you access to the latest innovations in TikTok Business Messaging. From capturing leads to closing sales, you’ll have the tools to attract, convert and grow customers — all from a single platform. > TikTok Business Messaging is in Beta and currently unavailable on respond.io for organizations registered in the United States. Business Accounts in the European Economic Area, Switzerland, and the United Kingdom cannot use the API to manage or send direct messages. Note: TikTok now requires Advanced Access for Messaging API functionality. Link your TikTok account to TikTok for Business (Business Center) to maintain uninterrupted messaging. Connecting TikTok to respond.io streamlines your communications so you can [automate replies](https://respond.io/blog/customer-service-automation#toc-1), [receive messages from all channels](https://respond.io/blog/omnichannel-communication), and [integrate with CRM systems and third-party tools](https://respond.io/blog/tiktok-crm-how-to-set-it-up-in-4-steps-use-cases-included) to convert leads faster and keep them engaged. #### 3 Common Pitfalls to Avoid When Using TikTok for Business When you’re setting up your account, it’s important to be aware of these common mistakes to steer clear of. ![Image%20showing%203%20common%20TikTok%20Business%20mistakes%3A%20using%20a%20personal%20account%2C%20same%20content%20on%20all%20channels%2C%20one-sided%20communication](https://images.ctfassets.net/ph8r57dk1q9w/6a6eb7FEJsvZJByCy2LxWA/643370f66380ef4b2d2f127338c49266/How_To___TikTok_for_Business_-_Image_02.png) **Using a Personal (Creator) Account Instead of a Business Account** Some businesses may try sticking with a [creator account](https://respond.io/blog/tiktok-business-vs-personal-account#toc-3) to take advantage of trending music and sounds and for the possibility of more organic reach. But as a business, you absolutely need the ads and analytics if you plan to sell. **Posting the Same Content on All Channels** Another typical mistake is using TikTok in exactly the same way that you would use social media channels. TikTok is a short form video platform, not a social media platform, and viewers visit TikTok for different purposes than they would for social media. While some videos that you post on Facebook and Instagram can be repurposed for TikTok, you won’t get the best results if you post the same content on all three channels. Pay attention to TikTok’s style and trends to ensure your content resonates with your audience. **One-Sided Communication** However, the goal shouldn’t be solely to entertain, but to encourage action. While TikTok doesn’t lend itself to conversations as naturally as other channels, it’s crucial to aim for engagement. Use [TikTok Messaging Ads](https://respond.io/blog/tiktok-ads) to get viewers to chat with you on WhatsApp or Facebook Messenger where they’re accustomed to chatting. Include CTAs to invite viewers to start a chat, visit your website or check out your [TikTok Shop](https://respond.io/blog/how-to-open-a-tiktok-shop) if you have one. Next, we’ll get into the details of the strategies you need get business results on TikTok. ### 6 Pro Tips to Grow Your Business on TikTok Here are six expert tips that will help you grow your business, enhance engagement, and boost conversions on the platform. #### 1 | Follow Trends that are Popular Among Your Audience Understanding TikTok trends that resonate with your audience can significantly enhance your content’s reach. Research the types of accounts your audience follows and see what’s performing well. The [TikTok Creative Center](https://ads.tiktok.com/business/creativecenter/pc/en) makes it easy to do this. First of all, check out **Trends** to see popular hashtags, songs and creators, filtering by your industry. This gives a broad view of what viewers want to see. To see what your competitors are doing and get ideas for ads that sell, go to the **Inspiration** tab and select **Top Ads**. Gain inspiration from high-performing ads related to your general topic or search top competitor brands to see all the ads they’re running, if any. ![Screenshot%20showing%20how%20to%20explore%20top%20ads%20and%20check%20out%20your%20competitors%27%20ads%20on%20TikTok%20for%20Business](https://images.ctfassets.net/ph8r57dk1q9w/21Zi9IoFC2SHw7dDNn8tVT/42bd38c2dbfd1890d68e0a2d2196ca64/Screenshot_2025-02-12_at_6.01.30_PM.png) With Top Ads, you can even see general analytics for each TikTok to learn what works and what doesn’t. While experimentation is necessary, having this knowledge before planning content gives your business a head start. #### 2| Understand TikTok SEO Optimize your content for TikTok's search algorithm by using relevant keywords in your captions, hashtags, and even within the video’s text. This boosts discoverability and helps attract the right audience. The **Inspiration** section of the Creator Center helps with this as well. Simply select **Keyword Insights** from the menu and search for keywords with high volume. Filter by location, industry, objective, keyword type and time so you can choose those that meet your goals. ![Screenshot%20showing%20how%20to%20get%20keyword%20insights%20in%20the%20TikTok%20Creator%20Center](https://images.ctfassets.net/ph8r57dk1q9w/10yxQQ2IJPnoDh9HEHKjn6/0f0b52943ba715dbad9a3516cdb0e7da/Screenshot_2025-02-12_at_9.54.22_PM.png) Check keywords frequently to keep up with changes as what’s in one week may be out the next. Whether you’re selling fashion, tech gadgets, beauty treatments or tourist packages, audience search interests change rapidly. #### 3 | Leverage TikTok Ads to Start Conversations While optimized organic content can drive conversions, ads expand your reach faster and [generate leads](https://respond.io/blog/tiktok-lead-generation) when you’re getting started on TikTok. For lead generation, you can use lead forms, TikTok [Direct Messaging Ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-direct-messaging-ads?lang=en) or [TikTok Instant Messaging Ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-instant-messaging-ads?lang=en). We recommend instant messaging ads as they direct viewers to Facebook Messenger or WhatsApp, the channels they use most commonly for chat. When you connect TikTok to respond.io, you can qualify leads and respond to them automatically. #### 4 | Set Up a TikTok Shop Utilize TikTok’s in-app shopping features to showcase and sell your products directly. A well-curated TikTok Shop can drive impulse purchases and simplify the buying journey for users. With [**56% of US consumers having made a purchase**](https://respond.io/blog/tiktok-advertising#toc-mobile-4) through the app, it’s clear viewers on TikTok are ready to buy. A shop just makes it even easier for them. Learn all about [how to set up a TikTok Shop in this article](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-instant-messaging-ads?lang=en). #### 5 | Optimize TikToks for Lead Generation Incorporate clear CTAs, links, and engaging visuals to encourage viewers to take action. Use storytelling techniques to build trust and make your offers compelling. For example, an TikTok creator doing a review video may offer a discount code to those who contact your business. A TikTok showcasing a new item or service may offer a promotion to anyone who sends you a message first. This helps measure effectiveness because you’ll know whether customers found your business on TikTok even if you have a physical store. #### 6 | Learn from TikTok Performance Analytics Regularly review TikTok Analytics and respond.io to monitor the performance of your content. TikTok metrics like views, likes, shares and demographics on organic posts along with [**ad analytics based on a website pixel**](https://ads.tiktok.com/help/article/page-events?lang=en) will help you understand what works and where to improve. However, when viewers send you a message, TikTok’s native analytics don’t show which post or ad the message is coming from. That makes it a challenge to measure conversions you get from messaging. With respond.io, you’ll see which TikTok campaign a message came from as soon as you receive it. ![Screenshot%20showing%20how%20to%20use%20respond.io%20to%20track%20TikTok%20Messaging%20Ads%20performance](https://images.ctfassets.net/ph8r57dk1q9w/7LqQL6cipvrUE2m9zL9D14/0f7fa83a586e80c9945efe726b5fdb78/Tik_Tok_Messaging_ads.png) Respond.io’s features also enable you to dig deeper into campaign performance, [**tracking the customer lifecycle**](https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle), discovering which ads and posts generated the most conversations and more so you can refine your strategy and optimize future content for better results. ### How to Use TikTok for Business: 5 Industry Examples To give you a clearer picture of TikTok’s potential, here are five real-world examples of how different industries are leveraging the platform to achieve their business goals. #### How Education Businesses Use TikTok to Drive Student Signups Educational institutions and online course providers create bite-sized, informative videos to showcase their offerings. By sharing success stories and quick learning tips, they attract prospective students. For example, Cygnus Education created a TikTok ad campaign for a large university that seamlessly fit in prospective students’ feeds while including a call to action. With a single campaign, [**Cygnus enrolled 488 new students**](https://ads.tiktok.com/business/en/inspiration/cygnus-education-tiktok) by driving prospects to a lead generation form. The ads were relatable, created in collaboration with influencers who knew what would resonate with the audience. #### How Travel Agencies Use TikTok to Promote Tourism Travel agencies leverage TikTok’s visual platform to highlight exotic destinations, travel tips, and customer testimonials. Whether it’s with an authentic influencer review of a luxury hotel or a whirlwind tour of a featured destination, TikTok drives bookings. Vee Sightseeing offers a range of travel experiences in Spain and showcases them on TikTok with creative content designed mainly in-house. Videos ranging from stunning landscapes to relatable memes have [increased conversions at a low cost](https://ads.tiktok.com/business/en/inspiration/vee-sightseeing-tiktok-smb-success-stories). #### How Health and Beauty Businesses Use TikTok How-Tos For Sales and Retention As beauty/skincare is one of the most popular TikTok categories, a TikTok presence is a must for businesses in this industry. Health and beauty brands use tutorial videos, product demonstrations, and user-generated content to build trust and encourage repeat purchases. For example, [M.A.C. Cosmetics](https://ads.tiktok.com/business/en/inspiration/mac-cosmetics?acq_banner_version=73412989) leveraged TikTok’s Creator Exchange to create authentic content highlighting the brand’s makeup consultation services. Viewers were encouraged to book their own consultations, and as a result of the videos, appointment bookings increased 2.5X. #### How Retail Shops Use TikTok to Turn Viewers Into Shoppers Retailers showcase their products through creative unboxings, new product releases and behind-the-scenes content, turning casual viewers into loyal customers. This works for both online and physical stores. For example, [Komputronix, a consumer electronics retailer in Poland](https://ads.tiktok.com/business/en/inspiration/komputronik-ad-awards-case-study?acq_banner_version=73412989), showcases its products in organic-looking videos featuring influencers. Viewers are drawn in by the entertaining content and then end up making a purchase. Thanks to the ads, Komputronix’s sales increased 759%. #### How Automotive Businesses Attract Young Audiences Car dealerships and automotive brands use TikTok to feature new models, share maintenance tips, and participate in trends that appeal to younger audiences. The automotive industry has commonly relied on TV ads, but younger audiences no longer watch television. [Hyundai](https://ads.tiktok.com/business/en/inspiration/hyundai-tiktok) branched out into TikTok and created a TikTok-first campaign along with a TV campaign featuring well-known celebrities. But it didn’t stop with celebrities; it also included TikTok creators for a series of authentic, relatable videos that increased brand awareness by 3.5%. ### Respond.io + TikTok for Business: The Formula for TikTok Business Success Pairing TikTok with respond.io can supercharge your efforts. Here’s how you can seamlessly integrate both platforms to streamline processes and achieve faster results. ![Image%20shoing%20the%20benefits%20of%20using%20respond.io%20with%20TikTok%20for%20Business%3A%20omnichannel%20marketing%2C%20automatic%20lead%20engagement%2C%20integration%20with%20CRMs](https://images.ctfassets.net/ph8r57dk1q9w/4QZ1c1Jpmqdgr4E29Hq1fw/a08f5bd5a70f7759c6147d92358accb7/How_To___TikTok_for_Business_-_Image_03.png) #### Incorporate TikTok into Your Overall Marketing Strategy Seamlessly [Integrate TikTok into your broader marketing efforts](https://respond.io/blog/tiktok-marketing-strategy) by enabling customers to contact you on any channel. With respond.io, you can add TikTok Business Messaging as a channel and get messages from TikTok, WhatsApp, Facebook Messenger, Telegram and more in a single omnichannel inbox. Run click to chat marketing campaigns on all channels and manage leads from one platform so agents can focus on converting without switching between channels. #### Automate Lead Engagement & Get Faster Conversions Use respond.io to automate customer interactions from TikTok, ensuring prompt responses and higher conversion rates. By connecting respond.io to TikTok Business Messaging, set up Workflows to [**answer FAQs**](https://respond.io/blog/customer-service-automation#toc-mobile-7), [**qualify leads**](https://respond.io/blog/click-to-instagram-direct-ads#toc-mobile-8) or [**route them to an available agent to chat quickly**](https://help.respond.io/l/en/convert-leads/route-contacts-by-shifts). #### Integrate TikTok with CRMs and Other 3rd Party Software [Connect TikTok with your CRM](https://respond.io/blog/tiktok-crm-how-to-set-it-up-in-4-steps-use-cases-included) and other tools to streamline lead management, convert leads faster and retain them as customers. We now offer a direct integration with [HubSpot](https://help.respond.io/l/en/integrations/hub-spot) available in beta to all customers. You can also integrate respond.io with [Zapier](https://help.respond.io/zapier/zapier) and [Make](https://help.respond.io/l/en/integrations/make) to connect with thousands of other tools to meet your business needs. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you've found this article helpful, here are some more to help you grow your business with TikTok and respond.io. - Turn Views into Revenue: How to Use TikTok for Marketing More Effectively - TikTok Chatbot: How to Set It Up in 5 Steps and Use Cases - 5 Game-Changing Reasons Businesses Need TikTok Advertising ## [How to Use Viber Community for Business](https:/respond.io/blog/viber-community) Want to use Viber Community for your business? This article has everything you need to know about Viber Communities and ways you can use Viber Community for your business. Want to know how to use Viber Community for your business? This article will explain everything you need to know about Viber Communities, including Viber Community features and how to create and grow your Community. ### What is Viber Community Viber Community, formerly known as Viber Public Chat, is a huge chatroom consisting of people with a common interest. It is normally used by celebrities to connect with their fans and by businesses to gather prospects and share updates, promotions and more. Compared to [Viber Groups](https://respond.io/blog/viber-group), Viber Communities support more members, have more advanced features and are ideal for privacy-conscious users. We’ll explore these features in the next section. ### Viber Community Features The most remarkable aspect of Viber Community is its ability to have an unlimited number of members. As a result, Viber has introduced tiered management roles to assist businesses in managing and moderating their Communities. Here’s a simple summary of Viber Community’s tiered management roles. For more detailed information, read the [Viber Communities knowledge base article](https://help.viber.com/hc/articles/9193878650653-Everything-you-need-to-know-about-Viber-Out-call-rates). - Superadmin or the Community’s creator has full control over the Community - Admins are appointed by superadmins and play a vital role in moderating and creating Community content - Members are Viber users who join the Community and must abide by the Community guidelines ![This%20image%20shows%20the%20general%20features%20of%20Viber%20communities%20for%20business%20](https://images.ctfassets.net/ph8r57dk1q9w/7tWxFQVNOT66MA8u9G6tAf/6b3425718c3301da99f70eb8258da293/ViberCommunityImage01_6f3831f8701cfa453034f74527e23937.png) To grow a Community, superadmins can share the Community’s link on their website and social media or allow members to invite their contacts through an invite link. Those who want to join the Community must have the Viber app installed on their phones. When a new member joins the Community, they will get full access to the chat history to view conversations, insights and updates shared prior to their membership. Most importantly, Viber is protective of its users' privacy so no one, including superadmins and admins, can see members’ phone numbers. Besides that, members who enable private messages can contact each other while keeping their numbers hidden. Now that you're acquainted with Viber Community's basic features, let's move on to the advanced features: message features and moderation capabilities. #### Viber Communities: Message Features Viber provides numerous messaging features to help superadmins, admins and members communicate easily. To express opinions and communicate clearly, Viber Community members can react to messages, respond directly or mention a member. ![This%20image%20shows%20the%20general%20features%20of%20Viber%20communities%20for%20business%20](https://images.ctfassets.net/ph8r57dk1q9w/2d86CsjbRsS1KZ54A1ciDz/a0c6c2a5b0e2effc7b7b497bd2fe5a5f/ViberCommunityImage02_ac97c320298ecac471af2cbbdeb2dddb.png) Superadmins and admins can pin a message to the top of the chat to initiate a discussion or highlight an important topic. For example, they can send the Community guidelines and pin the message so it is visible to all community members. They can also use the polling and quizzing tool to create a fun Community engagement session. Next, we will talk about Viber Community’s moderation capabilities which will help superadmins and admins to control their Community. #### Viber Communities: Moderation Capabilities Moderating a Community is crucial as it is the only way to ensure members follow the Community guidelines. If a member violates the guidelines, superadmins and admins can delete the offending message or all their messages, and warn them privately. ![This%20image%20shows%20Viber%20Communities%20Moderation%20capabilities%20for%20business](https://images.ctfassets.net/ph8r57dk1q9w/6P2k3MZlDYK4uFwNxQIsCz/c4acc6f7bf0a8dbb8ce4cbb5e5bd7776/ViberCommunityImage03_cfa46370bf2a357e5214f9c1b3b44800.png) If the member still refuses to adhere to the Community guidelines after a private warning, superadmins and admins can remove them from the Community or ban them so that they won’t be able to rejoin the Community. Superadmins and admins can unban these members. However, they will not be automatically added to the Community and will need to rejoin via an invite link or be added by another member or admin. ### Why Use Viber Communities for Business Being in the same chatroom as prospects propels businesses ahead of their competitors as it allows them to convert prospects into customers on a platform where members anticipate updates from businesses. If you're in an area where [Viber is popular](https://respond.io/blog/viber-for-business#toc-mobile-3), create a Community to enhance your visibility. In the Philippines, for example, many large businesses create Viber Communities because Viber is one of the most popular messaging apps there. ![This%20is%20the%20best%20Viber%20community%20in%20the%20Philippines%20using%20Viber%20Community%20for%20business.%20Next%2C%20we%20will%20show%20you%20how%20to%20create%20community%20in%20Viber](https://images.ctfassets.net/ph8r57dk1q9w/3SlLEKwJsHNtAQpb3OxbZv/2e799db75d74fa0af1e9c4920551d0b6/ViberCommunity_290825a690fc909acec47f29a743f5bd.png) There are many reasons why businesses should use Viber Community. This section will discuss how Viber Community can increase business visibility, create a positive user experience and create highly engaging activities. ![This%20image%20shows%20the%20benefits%20of%20Viber%20communities%20and%20why%20you%20need%20Viber%20community%20for%20business](https://images.ctfassets.net/ph8r57dk1q9w/WiO7gctmpJI5BThP6T5ML/3572ab1c07b88fe8a03067fb2fad63b6/ViberCommunityImage04_50f044afc4621cf2b57d4218583ed434.png) #### Increase Business Visibility Community messages appear alongside private messages in the Viber inbox, granting them high visibility. You can even get creative by creating a promotional sticker pack that will automatically add users to your Community when they download them. Promoting your sticker pack on the sticker market is an excellent way to enhance Community's exposure as Viber no longer allows Communities to be discoverable through the search bar. If you want to be discoverable, [contact Viber](https://help.viber.com/hc/en-us/requests/new?ticket_form_id=5377663333917) to turn your Community into a channel. #### Create a Positive User Experience Viber’s moderation features allow superadmins to choose whether their Community should be a two-way communication platform or a one-way communication platform to share updates and promotions by regulating members’ writing privileges. However, even with restricted writing privileges, members can still react to messages sent by admins and superadmins to express themselves. On top of that, Viber also allows them to mute or snooze a Community for 30 days and leave the Community anytime. To provide a positive user experience and avoid members from muting or leaving a Community, businesses should always ensure that their content is spam free, interesting and relevant to Community members. #### Engage Members with Fun Activities Superadmins and admins can utilize tools like polls and quizzes to engage with audiences and get to know them better while emphasizing the importance of their audience's opinion. For instance, restaurants can use the polling tool to get members’ opinions on a new pizza flavor or use the quiz tool to create seasonal giveaways and gift lucky winners special vouchers or products. In addition, superadmins will be able to understand members better, determine the most engaging type of content and plan them accordingly to meet their audiences' demands with the Community insights feature. ### How to Create Viber Community First, you need to set Community goals and guidelines to moderate your Community. Then, you can create your Viber Community by following the steps below. Keep in mind that you can only create a Community on your phone. 1\. **Tap** the compose icon on the Chats panel of your Viber app and click on *New Group.* ![This%20is%20image%20shows%20how%20to%20make%20Viber%20Community%20so%20that%20you%20can%20use%20Viber%20Community%20for%20business.%20However%2C%20you%20cannot%20create%20Viber%20community%20in%20desktop.](https://images.ctfassets.net/ph8r57dk1q9w/5RBc4qj7NXsNgrEmsI7PxO/6d5bc93297825c1bcd59d0a19bdfec8b/ViberCommunity1_487c90e31a3d97a25f6c29327d569a33.png) 2\. **Select** the contacts you would like to form a Community with and click *next*. Any contacts that you add at this stage will become admins. After that, you will be directed to the *Choose group type* page where you can choose to create a Group or a Community. ![This%20image%20shows%20how%20to%20create%20a%20viber%20community%20for%20business%20from%20choose%20group%20type%20page](https://images.ctfassets.net/ph8r57dk1q9w/2VMtjueNYD9rBCgwWNfBp/c1bbed28259ce30c035aec43689292c3/ViberCommunity2_9ec1170c64de6efcae939888d23ba58e.png) 3\. **Select** *Community* and fill in your Community details. Then, click on the checkmark at the top right corner. You have successfully created your Community and the contacts you’ve selected earlier will be notified. ![These%20are%20the%20final%20steps%20on%20hoe%20to%20create%20a%20Viber%20Community%20for%20business](https://images.ctfassets.net/ph8r57dk1q9w/39M3Y4rjWfWLEXaas9Zqkm/990ce457c381c8e7ef67d043293b1584/ViberCommunity4_fc714502799eebf8a5bc3350f324f082.png) ### How to Grow Viber Communities Viber allows you to grow your Community by sharing Community invite links. Superadmins have complete control over the accessibility of the link and can disable the existing link anytime. Follow the steps below to send an invite. 1\. **Select** a Community on the Chats panel of your Viber app. Once you’ve opened a Community chat, click on the three vertical dots and click on *Community info.* ![These%20steps%20show%20how%20to%20join%20Viber%20community%20by%20sending%20an%20invite%20link%20](https://images.ctfassets.net/ph8r57dk1q9w/1Tryhr7vF6qLX9eBi3SmZg/8e335e5621107ddfebe9632b466840eb/ViberCommunity5_186e67af4e03f90c97952696b38d271a.png) *2\.* **Tap** on *Invite* and select who you would like to send an invite to on any messaging app. ![This%20is%20how%20you%20can%20invite%20contacts%20to%20your%20Viber%20community](https://images.ctfassets.net/ph8r57dk1q9w/5nzt627NEWlvLVCfbR3OLp/26e5b4e56ae70df377711ccdd5907031/ViberCommunity6_0bbb1d72f6dba47f77c5bd509b23fe76.png) For superadmins, follow the steps below to share the Community link. 1\. **Select** a Community on the Chats panel of your Viber app. Once you’ve opened a Community chat, click on the three vertical dots and click on *Community info.* ![Share%20community%20link%20to%20help%20users%20to%20know%20how%20to%20join%20Viber%20community](https://images.ctfassets.net/ph8r57dk1q9w/vWLftpknHdHwxCMSYcBzv/b55c13858dcbeca81abac48f37a6e146/ViberCommunity5_617b203292a4df48f6605914f3a44067.png) *2\.* **Tap** on *Share Community link.* You’ll be able to choose how you’d like to share the link. On the same page, you can choose to *Allow all members to share* the link or *Disable the existing link.* ![You%20need%20to%20contact%20viber%20to%20know%20how%20to%20make%20Viber%20Community%20public.%20In%20the%20meantime%2C%20you%20can%20share%20community%20link%20to%20grow%20your%20community%20](https://images.ctfassets.net/ph8r57dk1q9w/BjwA8UXklTPz9pyP4i7Qf/ffc6599f83361d386c22dc83c2e2f69b/ViberCommunity8_a7f7b6fc3c5780e3a2e22b5e8c6d4d52.png) ### How Your Business Can Use Viber Community There are many great businesses using Viber Community to its full potential. In this section, we will show you how they are doing this — and how you can too. #### Create Promotional Viber Sticker Packs to Grow Communities [A promotional sticker pack](https://www.viber.com/en/blog/tag/stickers/) is one of Viber’s advertising tools to attract users to join a Community. You can create free branded promotional stickers, which can be downloaded from the sticker market to convert Viber users to your Community members. ![Viber%20Community%20list%20using%20promo%20sticker%20packs%20to%20grow%20community](https://images.ctfassets.net/ph8r57dk1q9w/1LvkfE6q8GGqPqUdiHFEiM/676fe23b3d6d2bfc94566d9638a3f879/ViberCommunity11_b7f0f27a53100b68d3f2525b2c4a0d0f.png) Communities like Barcelona FC and WHO create sticker packs for Viber users to download for free. In return, users will be added to the Community and will receive various updates, including new stickers which they can download and use for free. #### Use Viber Community to Share Updates and Promotions Many businesses use Viber Community to share updates and promotions with their Community. However, most businesses with this goal in mind do not allow Community members to participate in the conversation by restricting their writing privileges. ![This%20is%20a%20short%20list%20of%20Viber%20communities%20using%20Viber%20community%20for%20promos%20and%20updates](https://images.ctfassets.net/ph8r57dk1q9w/3XD6dC2lUBFUZ6WwcFFR2y/b02c91ffef3514019bcc3bc0405f4588/ViberCommunity10_dea701032159cfd01a103ea95c75043b.png) Allowing members to reply in a huge Community will make it difficult for superadmins and admins to track conversations and reply to messages in a timely manner. This is when a [Viber Bot Account](https://respond.io/blog/viber-for-business#toc-mobile-11) comes into play. #### Connect Viber Bot to Viber Community Businesses that restrict members’ writing privileges have to connect their Viber Bot to their Viber Community to provide a medium for customers to message them if they have any inquiries or complaints. ![Connect%20Viber%20chatbot%20to%20Viber%20Communities](https://images.ctfassets.net/ph8r57dk1q9w/3vlLibOmbHKS3AK4Qlismr/3249971ce7c4b4649459019f69a788b1/ViberCommunity12_96f58466c38a663644be46017d3b26d1.png) On the other hand, businesses using Viber as a two-way communication platform can either direct members to chat with them via click to chat links or start a chat with a connected Viber Bot in the Community. Above all, Viber Bot is a must-have for businesses wanting to track and manage a high volume of messages on Viber. [Contact Viber](https://help.viber.com/) to connect your Chatbot to Viber Community. ![This%20image%20shows%20how%20businesses%20can%20use%20Viber%20communities](https://images.ctfassets.net/ph8r57dk1q9w/5s5F9iMzMzCnhD8MNAqp7q/901376fa5f1edba394f98a40de2eb91a/ViberCommunityImage05_2190e64e9d4408df655e1d29b2dd7d9f.png) Want to have one-on-one conversations with your customers on Viber? Read on to learn how Viber Bot can help you. ### Viber Bot for 1:1 Conversation and Bulk Messaging Do you need Viber for [one-on-one messaging](https://respond.io/blog/viber-for-business#toc-mobile-11) and [bulk messaging](https://respond.io/blog/viber-bulk-message)? [Create your Viber Bot Account](https://respond.io/blog/viber-for-business#toc-mobile-7) for free and connect to respond.io to start sending and receiving messages! Viber Bot is an essential tool for businesses using Viber as the main messaging app to connect with their customers as it enables businesses to track and manage messages effortlessly. Learn more about Viber on our [Ultimate Guide to Viber for Business blog](https://respond.io/blog/viber-for-business). ### Further Readings We hope you found this article useful. Here are a few readings that might be of interest to you. - Ultimate Guide to Viber for Business - Viber Bulk Message: A How-To Guide - Ultimate Guide to WhatsApp Business API ## [How to Use WhatsApp Business App and API at the Same Time](https:/respond.io/blog/how-to-use-whatsapp-business-app-and-api-at-the-same-time) Use WhatsApp Business App and API on the same number—no migration needed. Learn how WhatsApp coexistence works, its benefits, and how to set it up step by step. Gone are the days when setting up the WhatsApp API (also known as WhatsApp Business Platform) meant giving up your WhatsApp Business App and porting your existing phone number. It also meant losing access to your chat history and contacts, which could be a real headache if you needed to reference past conversations or information. Now, with WhatsApp coexistence, you can use your **WhatsApp Business App and WhatsApp API on the same phone number simultaneously**. And you don’t have to worry about any disruptions: no migration or need to uninstall anything. ### Can you use WhatsApp Business App and API at the same time? Let’s clear this up right away: It depends on the Business Service Provider (BSP; more on that later) you use for the WhatsApp API. If your BSP supports WhatsApp coexistence, then yes, you can use both simultaneously. If you’re unsure whether the WhatsApp API is right for your business, using it alongside the WhatsApp Business App allows you to test its capabilities before committing to it. If it works well, you can continue using both or fully migrate to WhatsApp API. ### Benefits of using WhatsApp Business App and API on the same number ![Benefits%20of%20using%20WhatsApp%20coexistence%20%28WhatsApp%20Business%20App%20and%20WhatsApp%20API%29%20at%20the%20same%20time%3A%20gain%20benefits%20of%20WhatsApp%20API%2C%20use%20the%20same%20phone%20number%2C%20no%20disruptions%20to%20existing%20operations](https://images.ctfassets.net/ph8r57dk1q9w/7tibtZ3IVCxzLwSv4D3Zkw/af958dafbd0b23b4529defd135137a28/WhatsApp_Coexistence_-_Image_1.png) With WhatsApp coexistence, you gain access to advanced features not available in the Business App, such as: - AI chatbots to handle FAQs or respond automatically - AI-powered tools to enhance agent replies - Automation to route conversations to AI or human agents - Lifecycle management and CRM integration for better syncing of customer data - Reporting & analytics to track team performance - Increased user limit– bypass the 5-user restriction of the Business App *Note: Feature availability depends on the platform you use to connect to WhatsApp API.* Using WhatsApp Business App and WhatsApp API simultaneously also offers key operational benefits. Because you can send and receive messages using the same phone number through either WhatsApp Business App or WhatsApp API, it enables: - Flexible team usage as agents can work from either WhatsApp Business App or WhatsApp API - No disruption to existing workflows - Gradual transition to adopt the API at your own pace Not ready to make the switch? You can disconnect the WhatsApp API and return to the Business App at any time, without any downsides. ### Can you continue using WhatsApp Business App after switching to API? Previously, using a number for the WhatsApp API meant unlinking it from the WhatsApp Business App, making the app unusable for that number. Now, with WhatsApp coexistence, the Business App can remain active on the same number connected to the API. However, some features on the Business App will be disabled while coexistence is active. These **restrictions are imposed by Meta** and will be in effect, regardless of which BSP (including respond.io) you use. This table compares feature availability between WhatsApp coexistence (Business App + API) and WhatsApp API alone: | Feature / Functionality | WhatsApp Business App + WhatsApp API (WhatsApp coexistence) | WhatsApp API | | --- | --- | --- | | Use WhatsApp Business App | ✅ Yes | ❌ No | | Keep the same phone number | ✅ Yes | ✅ Yes | | Access to chat history | 🟡 Only visible on WhatsApp Business App | ❌ Only new conversations are visible | | Ability to test WhatsApp API without disconnecting Business App | ✅ Yes | ❌ No | | Broadcasts | 🟡 Disabled on WhatsApp Business App. Send to unlimited recipients via WhatsApp API. | ✅ Yes, to unlimited recipients | | Group chats | 🟡 Only visible on WhatsApp Business App | ❌ Not visible | | Edit/delete messages in WhatsApp Business App | ❌ Not supported | ❌ Not supported | | View once, disappearing, live location messages | ❌ Not supported | ❌ Not supported | | WhatsApp Calls | 🟡 Calls are only possible in the WhatsApp Business App | ✅ Supported | | Advanced automation (via respond.io) | ✅ Yes | ✅ Yes | | Team inbox & integrations (via respond.io) | ✅ Yes | ✅ Yes | For the latest details, check out [Meta’s official documentation](https://developers.facebook.com/docs/whatsapp/embedded-signup/custom-flows/onboarding-business-app-users#feature-comparison). As long as the limitations mentioned above don’t impact your operations, using coexistence should be smooth and hassle-free. ### What happens when you use WhatsApp Business App and API on the same phone number? Messages sent from the WhatsApp Business App will appear on WhatsApp API as [echo messages](https://respond.io/help/whatsapp/whatsapp-coexistence#echo-messages). Echo messages enable agents to communicate with customers from either interface without losing context of the conversation. They also provide visibility into team conversations, making it easier to track and follow up on chats. If a message is sent in the WhatsApp Business App to a number that doesn’t yet exist as a contact in respond.io, a new contact on WhatsApp API will be automatically created using that number. ![How%20WhatsApp%20API%20echo%20messages%20work%3A%20they%20don%27t%20trigger%20automations%2C%20do%20not%20open%20service%20windows%2C%20do%20not%20start%20new%20conversations](https://images.ctfassets.net/ph8r57dk1q9w/2JNCQ0Nzn6mj6M0JoQNVo5/9d9a3880e60e958018dbb2f323045325/WhatsApp_Coexistence_-_Image_2.png) However, echo messages: - Do not trigger automations - Do not open service windows - Do not start new conversations They keep your team in sync on customer conversations, without affecting workflows or triggering actions in respond.io. ### How to set up WhatsApp Business App and API on the same phone number To use the same number for WhatsApp Business App and API, you'll need the help of a [WhatsApp BSP](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider) that supports this feature, such as respond.io. You can [try respond.io for free](https://app.respond.io/user/register) before choosing a suitable plan for your business. Before you begin, please ensure that you meet [these conditions](https://respond.io/help/whatsapp/whatsapp-coexistence#requirements): - You must be actively using the WhatsApp Business App - You need to have WhatsApp Business App version 2.24.17 or later - You need to add your phone number to Meta Business Manager - Your business must be registered in a country that can access WhatsApp API Setting it up is simple: 1. On respond.io, go to Workspace settings, Channels and Add Channel 2. Select WhatsApp Business Platform (API), then choose Connect WhatsApp Business App 3. Follow the onscreen instructions to Connect your Facebook account That’s it! No changes needed on your WhatsApp Business App or phone number. You can use WhatsApp API and Business App simultaneously from now on. ### When or why would you use WhatsApp Business App and API at the same time? Using both WhatsApp Business App and WhatsApp API on the same number opens up flexible ways to scale, test, or streamline your operations. ![Use%20case%20scenarios%20for%20WhatsApp%20coexistence%3A%20Test%20WhatsApp%20API%2C%20let%20different%20teams%20use%20WhatsApp%20Business%20App%20and%20WhatsApp%20API%2C%20migrate%20to%20WhatsApp%20API%20gradually](https://images.ctfassets.net/ph8r57dk1q9w/4OXFyXalCYAsY5BwLqcGtJ/3dd0aa735468ec8f139598394a03c43f/WhatsApp_Coexistence_-_Image_3.png) Here are a few practical examples: #### Testing WhatsApp API without full commitment A small business wants to explore WhatsApp API features like automation and a shared team inbox, but isn’t ready to give up the familiar WhatsApp Business App. With coexistence, the business owner can continue using the app while testing API-only features on respond.io. Since both share the same phone number, all incoming and outgoing messages are visible on both platforms, ensuring uninterrupted communication. #### Hybrid team operations A sales team manages leads at scale using the WhatsApp API via respond.io, while on-the-ground staff or field agents continue to use the WhatsApp Business App for real-time customer interaction. Everyone stays on the same number, and no conversations are lost. When new team members are onboarded, those already using the Business App can keep their current workflow, while new agents can operate using WhatsApp API. #### Smooth migration over time A growing business wants to transition from the WhatsApp Business App to the API, but prefers a gradual approach. Coexistence allows them to train their team, set up automations, and integrate their CRM while continuing to use the app. When ready, they can fully migrate to WhatsApp API without changing their phone number or losing access to existing chats and contacts. ### Getting started with respond.io [Respond.io](http://respond.io/) lets you use the WhatsApp Business App and API on the same number. No disruption or difficult setup process. It’s the easiest way to try the API without losing access to your existing chats and contacts. Ready to explore the WhatsApp API without making a complete switch? [Sign up to respond.io for free](https://app.respond.io/user/register) and try WhatsApp coexistence today! ### FAQs about how to use WhatsApp Business App and API at the same time ### Further Reading Want to know more about WhatsApp Business Platform (API) and how it can help your business? Check out these articles: - WhatsApp API Ultimate Guide: Features, Benefits & Pricing - WhatsApp Business Multiple Users: The Ultimate Guide - WhatsApp vs WhatsApp Business for Sales and Marketing ## [HubSpot Integration: Unlocking Seamless Customer Engagement with Respond.io](https:/respond.io/blog/hubspot-integration) Get expert tips on how to use HubSpot integration to access customer data instantly, personalize interactions and speed up response times. If you’re using HubSpot as a CRM, HubSpot integrations are often a must-have when considering a conversation management platform. You’ll want to make sure you have the same information in both platforms so teams understand not just who a customer is, but where they are in their [journey](https://respond.io/blog/customer-lifecycle-management-software). While CRMs like HubSpot are built to be compatible with email communication, getting data from instant messaging apps like [WhatsApp API](https://respond.io/blog/whatsapp-business-api) can be a time-consuming chore. HubSpot integration bridges the gap between customer data and real-time messaging, saving time on manual data entry and helping agents give leads and customers a personalized experience and close deals faster. Keep reading to learn all about HubSpot integration, its benefits and how to integrate respond.io with HubSpot. ### What is HubSpot Integration? A HubSpot integration connects HubSpot’s data with third-party platforms so all agents have a centralized, up-to-date view of customer interactions including what stage of the buying journey a contact is in. Businesses can integrate HubSpot with a wide range of software from content management systems to analytics platforms to conversation management platforms like respond.io. Many businesses see HubSpot as a single source of truth for customer data and when they’re working in multiple platforms, it’s often a hassle to refer back to HubSpot to get the answers they need. Let’s take a look at the benefits of HubSpot integration for a conversation management platform. ### Benefits of HubSpot Integration Integrating HubSpot with a conversation management platform like respond.io brings several advantages to help your business streamline customer interactions and data and boost overall efficiency. ![Image%20showing%20the%20benefits%20of%20HubSpot%20integration%3A%20No%20need%20to%20switch%20platforms%2C%20unified%20customer%20view%2C%20fast%20response%20time%2C%20personalized%20experiences](https://images.ctfassets.net/ph8r57dk1q9w/3nFXl21NYtkOVJM4KxYzbe/90380999c70726842d78740839002002/HubSpot_Integration_-_Image_1.png) #### No Need to Switch Platforms A Harvard Business Review study showed that digital workers spend an average of [four hours per week switching between applications](https://hbr.org/2022/08/how-much-time-and-energy-do-we-waste-toggling-between-applications)! Viewing HubSpot data without having to go to HubSpot saves time that could be better spent focusing on customers. #### Unified Customer View With HubSpot integration, businesses gain a big picture view of the customer journey by consolidating conversations, CRM data, and engagement history in one place. This ensures every interaction is informed and context-driven. #### Faster Response Times [82% of customers expect an immediate response](https://blog.hubspot.com/sales/live-chat-go-to-market-flaw?__hstc=238111519.d1c54862716fee1b893893469ce5549f.1740629221009.1740629221009.1740629221009.1&__hssc=238111519.1.1740629221009&__hsfp=1617199578) to a marketing or sales question and if they don’t get it, they’ll go elsewhere. In the time it takes for an agent to go to HubSpot and look for any available information about a contact, the contact may drop off. With an integration, the data from HubSpot is instantly available to the agent during the chat, so leads get quick replies and agents close deals faster. #### Personalized Experiences Consumers have high expectations, with [66% saying they expect businesses to understand](https://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/research/salesforce-state-of-the-connected-customer-4th-ed.pdf) their unique needs. Access to customer data within HubSpot enables agents to personalize conversations to individual contacts. This enhances customer trust and increases engagement, leading to more sales and higher retention rates. So how do you integrate HubSpot with a conversation management platform? There are a few ways to do it. ### 3 Types of HubSpot Integration These are the three most common ways to integrate HubSpot with external platforms. Which one you’ll choose to use depends on the platform you need to integrate. ![Image%20showing%20the%20types%20of%20HubSpot%20Integration%3A%20Native%20HubSpot%2C%20Middleware%2C%20Third-party](https://images.ctfassets.net/ph8r57dk1q9w/68YltzEIXPuzZplGsur4J0/44d9e4a6da01deebc7e351f37a0c08ef/HubSpot_Integration_-_Image_2.png) #### 1\. Native HubSpot Integrations Native integrations are built directly into HubSpot, so there’s no need for additional software or configurations. For example, [HubSpot integrates directly with email](https://www.hubspot.com/products/email-integration) as it was primarily made for email. For applications that aren’t natively supported by HubSpot, you’ll need to use different methods. #### 2\. Middleware Integrations Middleware platforms like Zapier or Make act as bridges between HubSpot and thousands of other applications. Without advanced technical knowledge, businesses can sync information between HubSpot and almost any software. ![Screenshot%20showing%20an%20example%20of%20middleware%20HubSpot%20integration%2C%20using%20Zapier%20to%20integrate%20with%20HubSpot](https://images.ctfassets.net/ph8r57dk1q9w/1ptWJLcO70U1hLcUFh3d5h/4236052254e2ed13e6a8fe4b1cfb6839/Zapier.png) These integrations offer greater flexibility than those that are built in to HubSpot or third party platforms. Simply select the action you want to perform on each side and set it to run based on triggers. The only disadvantage is that these platforms can be costly, especially if you’re dealing with large amounts of data or interactions. Respond.io offers integration with [Zapier](https://help.respond.io/l/en/zapier/zapier) and [Make](https://help.respond.io/l/en/integrations/make), and in the past, this was the best way to integrate HubSpot with respond.io. #### 3\. Third-party Integrations Third-party integrations are developed by external providers and can be found in [HubSpot’s App Marketplace](https://ecosystem.hubspot.com/marketplace/apps/respond-io-whatsapp). These solutions extend HubSpot’s capabilities and enable businesses to connect with various tools to optimize their workflows. It’s easier than connecting with middleware and there’s no additional fee. And now, respond.io offers an [integration with HubSpo](https://help.respond.io/l/en/integrations/hub-spot)t so you can instantly view your HubSpot contact information in the respond.io platform for a streamlined experience. ### Meet Respond.io’s New HubSpot Integration Respond.io’s new HubSpot integration makes it simple for you to refer to HubSpot data within the respond.io platform while you’re chatting with leads and customers on any channel, including WhatsApp, Facebook Messenger, Instagram, TikTok and more, or letting [AI Agents](https://respond.io/ai-agents) handle routine conversations using the same CRM context. Here’s how you can use it. #### Get Customer Data from HubSpot into Respond.io with One Click Once you [install the HubSpot integration in respond.io](https://help.respond.io/l/en/integrations/hub-spot), all you have to do is click to get any information available about a contact in HubSpot sent to respond. There’s no need to switch between platforms and manually add contact data. ![Example%20of%20how%20to%20get%20data%20from%20HubSpot%20into%20respond.io%20with%20one%20click](https://images.ctfassets.net/ph8r57dk1q9w/1kmR8BJ1M8bw3qorfoWrET/e6e9f6e75b6475d67c416cd0c157349d/hubspot_button.png) #### Gain a Complete View of the Customer Story By integrating HubSpot with respond.io, agents can access a unified customer history that [combines CRM data with messaging interactions](https://respond.io/blog/whatsapp-crm#toc-2). This comprehensive view provides context so agents can deliver more personalized responses. ![screenshot%20of%20the%20HubSpot%20properties%20you%20can%20view%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/1itwZ45HDzodhyk8ewaPBF/ef1dbe2d712570d513c64a5dcaec6105/Screenshot_2025-02-27_at_4.17.22_PM.png) For example, if a lead has contacted your business before, they’re more likely to be ready to purchase. Returning customers won’t need to hear a repetition of basic information about your product or services and will appreciate being remembered. ### How Respond.io + HubSpot Integration Works The respond.io HubSpot integration is simple to set up with a few clicks. Here’s how to connect your respond.io account and start getting data from HubSpot. #### 4 Steps to Set Up the Respond.io HubSpot Integration Setting up the Respond.io HubSpot integration is a straightforward process that involves a few key steps: 1\. In the respond.io platform, go to **Workspace Settings > Integrations** and select **HubSpot.** ![Screenshot%20showing%20how%20to%20select%20the%20HubSpot%20integration%20to%20connect%20it%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3NAy6QS1dRYHXhkKAd4lTU/76dc9d86cb6335f5612c0387d89ebf26/hub-spot-manage.png) 2\. Click **Connect HubSpot**. ![Screenshot%20showing%20how%20to%20connect%20HubSpot%20to%20a%20respond.io%20account](https://images.ctfassets.net/ph8r57dk1q9w/1DDq31U51BbUfHEBM2EpWi/8d0289dff5d74b789f42e5594f8212b7/Screenshot_2025-02-25_at_1.40.21_PM.png) 3\. Login to your HubSpot account and authorize respond.io access. That’s it! Your account is connected to HubSpot. ![Screenshot%20showing%20how%20to%20give%20HubSpot%20authorization%20to%20connect%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/61gA1Xnhd3mtFrAHA6cvuh/cf9e8b556c2df507a22a76db895c2ad1/Screenshot_2025-02-25_at_1.40.49_PM.png) 4\. To view the latest HubSpot data on a contact at anytime, just click on the HubSpot button in your inbox while you’re chatting with the lead or customer. ![Gif%20showing%20how%20to%20get%20HubSpot%20properties%20into%20the%20respond.io%20inbox%20while%20chatting%20with%20a%20customer](https://images.ctfassets.net/ph8r57dk1q9w/437fKiLFlllKscBg2V3NrN/b9d8d545fce0be39e72b9b26a98b40e4/hubspot-inbox-1-1.gif) ### Bonus Tips for Using HubSpot Integration with Respond.io We interviewed respond.io [Senior Technical Product Manager Lee Zheng Yang](https://www.linkedin.com/in/zheng-yang-lee/) to bring you these expert tips on making the most of the HubSpot integration. #### Collect Contacts’ Email or Phone Number Zheng Yang emphasizes that a crucial factor to using the integration is having the contact’s email or phone number. HubSpot uses email or phone number as an identifier, so if you check HubSpot for a respond.io contact and you don’t have their email or phone number, the contact won’t be found. With some channels like WhatsApp, you’ll get the contact’s phone number in respond.io automatically, but for others including Facebook Messenger, Instagram and TikTok, it’s essential to ask for the phone number or email. We recommend using respond.io’s [automation to ask leads for these details](https://respond.io/blog/question-bot#toc-mobile-1) as soon as they engage with a click to chat ad or send you a message. #### Track the Customer Journey with Respond.io’s Lifecycle Feature When you view HubSpot data in respond.io, you’ll be able to see the contact’s lifecycle stage and deal status. You can label these contacts using respond.io’s [Lifecycle feature](https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle) so all team members recognize where the contact is in their journey. ![Gif%20showing%20how%20to%20use%20respond.io%20to%20track%20the%20customer%20lifecycle](https://images.ctfassets.net/ph8r57dk1q9w/672WaUFotgHh4PgNB0eExB/7e2a7fa58d7631a8f7b6f98cf7814ff2/lifecycl-4.gif) This helps agents prioritize and move leads through the funnel more quickly. For example, if a contact is labelled as an “open deal” in HubSpot, this means they’ve already expressed interest in making a purchase. You can then add the Hot Lead label so it’s clear this contact is a priority. ### Integrate HubSpot with Respond.io to Supercharge Your Communications Ready to try a conversation management platform that integrates with HubSpot? Respond.io enables you to: - Chat with leads and customers on any channel in a single inbox - Automate conversations with AI Agents - Create automated customer journeys - Manage click to chat ads - Get detailed reports on channels, agents and ad performance - Track the entire customer lifecycle and much more! Now, with the addition of the HubSpot integration, understanding and managing leads and customers is even easier. Speed up response times so agents can focus on closing deals, not on digging through CRM data. Take advantage of this powerful integration today and transform the way you connect with your customers. [Contact us for a free consultation](https://respond.io/demo) or [start your free trial](https://app.respond.io/user/register) today. ### Further Reading If you’ve found this article helpful, check out the following for more tips on integrations and taking advantage of a CRM with respond.io. - WhatsApp CRM Integration in 3 Steps: Your Ultimate Guide - TikTok Integration: A How-To Guide - Instagram CRM: How to Use it to Engage with Customers ## [HubSpot WhatsApp Integration Made Easy: A 5-Step Guide](https:/respond.io/blog/hubspot-whatsapp-integration) Integrate WhatsApp with HubSpot the smart way! Boost response times, personalize chats and scale with respond.io—no more scattered conversations. Keeping WhatsApp conversations outside your CRM slows response times, scatters valuable customer data and makes it harder to personalize interactions. Without HubSpot WhatsApp integration, your team is stuck jumping between platforms, losing context, and missing chances to engage customers properly. Connecting WhatsApp to HubSpot fixes this by keeping everything in one place with a [WhatsApp CRM integration](https://respond.io/blog/best-whatsapp-crm). But not all integrations are equal. Below, we’ll break down what HubSpot WhatsApp integration actually means, the options available and why [respond.io](http://respond.io/) is the best way to do it ### What is HubSpot WhatsApp Integration? HubSpot’s native WhatsApp integration syncs your WhatsApp conversations directly into HubSpot, ensuring every customer interaction becomes actionable data. Instead of scattered chats, messages, conversation histories and customer profiles are all logged in one place. This makes it easier for teams to respond faster, track engagement and personalize interactions. With WhatsApp inside HubSpot, teams can do more than just chat. They can nurture leads, manage customer relationships and create personalized experiences at scale without switching between platforms. ### Types of HubSpot WhatsApp Integration Businesses looking to integrate WhatsApp with HubSpot usually take one of two approaches: HubSpot’s native integration or third-party customer messaging software like respond.io. ![Image%20showing%20the%20two%20options%20for%20HubSpot%20WhatsApp%20integration](https://images.ctfassets.net/ph8r57dk1q9w/GbfnGnkg9JmNNjf2Hnbct/6ac6b2928cd7c03ac253180b3586ebd1/HubSpot_WhatsApp_Integration_-_Image_1.png) #### #1 Using HubSpot’s Native WhatsApp Integration HubSpot offers a built-in WhatsApp integration for Professional and Enterprise plans. This lets businesses link their WhatsApp Business accounts directly to the HubSpot inbox, making it easier to manage conversations inside the CRM. The biggest advantage of this HubSpot WhatsApp integration is convenience. Messages appear inside HubSpot, so teams don’t have to switch between platforms. That said, note that HubSpot isn’t a WhatsApp Business Solution Provider (BSP), meaning businesses still need to get WhatsApp Business API access through an official provider and complete Meta Business verification before connecting WhatsApp to HubSpot. #### #2 With Third-Party Customer Messaging Software Alternatively, many businesses choose third-party messaging software like respond.io instead of relying on HubSpot’s built-in integration. Rather than just pulling WhatsApp chats into HubSpot, respond.io gives teams full control over conversations with advanced [automation](https://respond.io/blog/whatsapp-automation), deep [analytics](https://help.respond.io/l/en/reporting-and-analytics) and [multi-agent collaboration](https://respond.io/blog/whatsapp-multi-agent). It also supports other messaging channels like [Telegram](https://respond.io/blog/telegram-for-business), [Instagram](https://respond.io/blog/how-to-sell-on-instagram-dm), [TikTok](https://respond.io/blog/tiktok-for-business) and even [WhatsApp voice calls](https://help.respond.io/l/en/whatsapp/whatsapp-business-calling-api). Even when conversations escalate, teams can [transfer live calls](https://respond.canny.io/changelog/transfer-live-calls-on-web-seamlessly) between agents without losing context or breaking the customer experience. Instead of being locked into HubSpot’s inbox, businesses can manage WhatsApp alongside other messaging channels, automate conversations, route messages intelligently and scale customer engagement—all from one place. ### Benefits of HubSpot WhatsApp Integration But how exactly does integrating WhatsApp with HubSpot help your team drive more conversions and improve customer relationships? ![Image%20depicting%20the%20benefits%20of%20HubSpot%20WhatsApp%20integration%20and%20hubspot%20whatsapp%20api](https://images.ctfassets.net/ph8r57dk1q9w/158A3bgu0Iep6VUHTZ9COr/9e80873c6ab7000cf99a790e191263ac/HubSpot_WhatsApp_Integration_-_Image_2.png) #### WhatsApp HubSpot Integration Benefit 1: Improve Team Collaboration and Productivity When multiple team members handle WhatsApp conversations, things can get messy. While HubSpot’s native integration centralizes messages, managing a high volume of chats efficiently requires more advanced collaboration tools. Certain integrations allow businesses to organize WhatsApp interactions more effectively—whether through shared inboxes, automated chat assignments, or performance tracking—helping teams work together better. #### WhatsApp HubSpot Integration Benefit 2: Use Automation to Save Time You know what doesn’t scale well? Manually responding to each and every single WhatsApp message. [Automation](https://respond.io/blog/whatsapp-automation) is your secret ally here and with the right setup you can: - Send instant replies based on triggers (like a customer filling out a form). - Qualify leads automatically without human intervention. - Save your team from drowning in messages. #### WhatsApp HubSpot Integration Benefit 3: Rich Analytics to Optimize Messaging Strategies A good WhatsApp integration doesn’t just bring messages into HubSpot. It helps you track response times, measure agent performance and analyze conversation trends to improve customer engagement. HubSpot’s built-in integration logs WhatsApp messages, but some integrations take it further with deeper analytics, advanced reporting and insights that actually help you refine your messaging strategy. The right setup gives you more than just message history. It helps you see what’s working, what’s not and where you can improve. ### Limitations of Native HubSpot WhatsApp Integration Now while HubSpot’s native WhatsApp integration is a step in the right direction, it comes with serious limitations. ![Image%20showing%20the%20limitations%20of%20HubSpot%27s%20native%20WhatsApp%20integration%20features%2C%20such%20as%20hubspot%20whatsapp%20automation%20limitations](https://images.ctfassets.net/ph8r57dk1q9w/2yjT8WYt8UcWp0Q3Q6Nhml/e108f58b5017070f997ed980d7f04c5b/HubSpot_WhatsApp_Integration_-_Image_3.png) #### Native HubSpot WhatsApp Integration Limitation #1: Basic Messaging and Automation HubSpot’s official integration supports basic messaging but lacks in-depth automation. You can trigger simple automated WhatsApp messages through HubSpot workflows, but the automation isn't flexible enough for more complex conversational flows. Multi-step chatbot-like interactions, such as handling FAQs with an [AI Agent,](https://help.respond.io/l/en/workflows/step-ai-agent) aren't natively supported. This means you can't easily set up rich, automated conversations using HubSpot alone. #### Native HubSpot WhatsApp Integration Limitation #2: Managing Multiple Agents in HubSpot is a Pain Using WhatsApp with a team gets tricky with the native integration. Once a WhatsApp number connects to HubSpot, you lose access to WhatsApp’s native mobile and web apps, as [all messages only appear within HubSpot](https://knowledge.hubspot.com/inbox/connect-whatsapp-to-the-conversations-inbox). This means your entire team must work exclusively from HubSpot’s inbox interface, which isn't specialized for high-volume messaging. There's no built-in sophisticated [agent routing](https://help.respond.io/l/en/convert-leads/ai-agent-integration-round-the-clock-engagement-efficiency) or in-depth performance tracking, creating friction as your team tries to scale. #### Native HubSpot WhatsApp Integration Limitation #3: No Extensive Omnichannel Support HubSpot is, first and foremost, a CRM—not a dedicated messaging software. Its WhatsApp integration is limited solely to WhatsApp. If your customers message your business on other channels, these conversations won't appear in HubSpot. This siloed approach might suffice if WhatsApp is your only messaging channel. However, for businesses juggling multiple messaging platforms, HubSpot’s native solution won't unify your communications effectively. ### How to Integrate HubSpot with WhatsApp with Respond.io We've covered native HubSpot WhatsApp integration's limitations and how third-party solutions like respond.io offer more flexibility. Now, let's go step by step on how to set up WhatsApp with HubSpot the right way—using respond.io. #### Step 1: Get WhatsApp API To start, you'll need access to the WhatsApp Business API. Unlike the standard WhatsApp Business App, the API provides advanced features suitable for medium to large businesses. You can obtain access through a WhatsApp Business Solution Provider (BSP) like [respond.io](http://respond.io). #### Step 2: Set Up Your Respond.io Account Once you have your WhatsApp Business API credentials, [create an account](https://app.respond.io/user/register) on respond.io. This platform will serve as the bridge between WhatsApp and HubSpot. ![Image%20showing%20how%20to%20set%20up%20your%20respond.io%20account%20as%20the%20first%20step%20of%20HubSpot%20and%20WhatsApp%20integration](https://images.ctfassets.net/ph8r57dk1q9w/6o4612LWJ1RK7ayHY7Kw21/296ef450f658a75b160291c1a81fdc5a/Step_2-_set_up_your_respond.io_account) After signing up, you'll access the dashboard where you can manage integrations and messaging channels. #### Step 3: Connect WhatsApp Business API with Respond.io Once done, open Settings, go to Channels and click "Add Channel." ![Image%20showing%20how%20to%20connect%20respond.io%20with%20WhatsApp%20Business%20API](https://images.ctfassets.net/ph8r57dk1q9w/12UlOWS42bq9qJiH2WbRLJ/405c50cd4aa95c9aadc4444ac5b9674f/Step_3-_connect_whatsapp_business_api_with_respond.io) Choose WhatsApp Business API and enter your credentials. ![Image%20showing%20how%20to%20select%20WhatsApp%20Business%20API%20before%20inputting%20credential%20details](https://images.ctfassets.net/ph8r57dk1q9w/4pIU8uJXSaqFI9ZhpYFkTr/de0ccc2e2b69f3fdae2e2cabfe285136/Step_3_-_selecting_WhatsApp_Business_API_and_entering_credentials) Once done, WhatsApp messages will appear inside respond.io. #### Step 4: Integrate Respond.io with HubSpot With WhatsApp in respond.io, the next step is linking it to HubSpot. Go to Settings, select Integrations and choose HubSpot. ![Image%20on%20how%20to%20pick%20HubSpot%20while%20in%20the%20Integrations%20section%20of%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/1M2vcBYvbFAwPPP818Gdoj/683d5d6f19c962979c252f7e17d2a3c5/Step_4__1_) Click "Connect HubSpot". ![Image%20depicting%20the%20Connect%20HubSpot%20button](https://images.ctfassets.net/ph8r57dk1q9w/5EpFIhpfB3IihRra3W1P1E/3f337cc7cc3b679d7e7c6de05fc7b0fb/Step_4__2_) Then, enter your login credentials when prompted. ![Image%20showing%20how%20to%20enter%20your%20login%20credentials%20when%20prompted.](https://images.ctfassets.net/ph8r57dk1q9w/4avaBEwMTO8s8eDBdULa90/6b8a0c21111e4a0968b14551d60d1298/Step_4__3_) Once connected, WhatsApp conversations will sync with HubSpot, letting you manage customer interactions within respond.io. #### Step 5: Verify Contact Sync Between HubSpot and Respond.io After integrating HubSpot with WhatsApp in respond.io, HubSpot contact properties should appear in both the Inbox and Contacts modules. ![GIF%20depicting%20contact%20information%20and%20details%20of%20a%20conversation%20participant%20](https://images.ctfassets.net/ph8r57dk1q9w/44eVGVRO5CfEJLIT1pPipE/ed945fae1e71066d25856b83403d6b1b/Contact_sync_info.gif) Check a few WhatsApp conversations to confirm that contact details sync correctly. A quick check now prevents issues later. ### Take Your HubSpot WhatsApp Integration to the Next Level with Respond.io Now that you’ve connected WhatsApp to HubSpot with respond.io, it’s time to make the most of it. This integration doesn’t just bring WhatsApp into HubSpot. It entirely transforms how your business handles customer conversations. Here’s what respond.io adds on top of your HubSpot WhatsApp integration setup: - Advanced automation that features an intuitive, no-code builder that goes beyond simple workflows. ![](https://images.ctfassets.net/ph8r57dk1q9w/62r0H1LlK1ECMDmK0wCEU5/109b10e3a4623a7d391882e3d35307f8/1-main-ticket-workflow.png) - Omnichannel messaging keeps WhatsApp, email, Messenger, Telegram and other popular messaging channels under one roof. ![Image%20showing%20the%20range%20of%20channels%20supported%20by%20respond.io%20](https://images.ctfassets.net/ph8r57dk1q9w/73RdeRArxUQXTQ0Nd5AEpN/5098a0202d928c14deefe4bc6a23d434/Omnichannel_messaging.png) - Comprehensive reporting and analytics that provide insights into response times, customer interactions and overall team performance. ![Image%20showing%20the%20reports%20and%20analytics%20capabilities%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6zBX3HhvhmzyxnqHWuk0O3/c3afc5c5f6dad6ad7d63ef66dc21fe0d/Data_analytics.png) - WhatsApp call support so teams can handle voice conversations within the platform, with AI-generated call summaries saved to the same contact record in HubSpot. ![Image%20depicting%20WhatsApp%20calling%20support%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5327PBeVL6BNJlYt5sG38A/6a7fb48cf45cf42190cc2348ac36dae6/Calling_support.png) - A shared inbox for multiple users that keeps all WhatsApp conversations in one place, enabling smooth collaboration across departments. - A lifecycle feature to follow leads and customers through every stage, from first contact to conversion. ![Image%20depicting%20how%20respond.io%27s%20Lifecycle%20stages%20look%20like%20](https://images.ctfassets.net/ph8r57dk1q9w/1GOQrUpceunZ5BXGoVrG4x/2d6d90cfedc40d010bdaec6a6f7e4207/Lifecycle_stages.png) By now, you’ve seen it all: why the HubSpot WhatsApp integration matters, what HubSpot offers and how respond.io takes it to the next level. If you’re ready for smarter messaging, deeper insights and a setup that just works, respond.io has you covered! ### Further Reading If you enjoyed our HubSpot WhatsApp integration article, you should check out the following: - WhatsApp CRM Integration in 3 Steps: Your Ultimate Guide - WhatsApp Sales: How to Sell on WhatsApp [Nov 2023] - How to Get WhatsApp API: A Guide to WhatsApp API Integration [Mar 2024] ## [Inbound Conversations: Convert Chats into Business Results ](https:/respond.io/blog/inbound-conversations) An Inbound Conversation Workflow helps you handle inbound messages efficiently. Learn how to set up an Inbound Conversation Workflow on respond.io. In this blog, we'll guide you through the essentials of Inbound Conversations. We'll explore why they're key in an inbound strategy, the reasons customers initiate conversations and how to effectively set up an Inbound Conversation Workflow using respond.io. You'll also discover how these Workflows operate and the function of each component in managing inbound messages efficiently. Let’s dive in! ### The Fundamentals of Inbound Conversations Most messaging apps require Contacts to [send you the first message](https://help.respond.io/quick-start/getting-contacts-to-message-you) before you can chat with them. Many of your business conversations are inbound in nature, which means they are started by customers. There are various reasons why customers might begin a conversation with your business. #### Why Customers Start Inbound Conversations with Businesses To design effective Inbound Conversation strategies that address customer needs, first, you need to understand why customers start conversations. ![This%20is%20an%20image%20that%20shows%20why%20customers%20start%20a%20Conversation%20with%20businesses.%20Customers%20may%20reach%20out%20to%20your%20business%20for%20various%20reasons.%20They%20may%20want%20to%20request%20additional%20information%20about%20your%20company%20or%20product%2C%20or%20perform%20actions%20like%20make%20a%20purchase%20or%20ask%20for%20a%20refund.](https://images.ctfassets.net/ph8r57dk1q9w/1Kct5NAIU8BdIpd3EDn2Bc/bc73b8a1d74bb4a6a309a9ae2ed90364/InboundConversationImage011_17635bc9c2c05f699596c2315a4179a3.png) Customers may reach out to your business for various reasons. They may want to request additional information about your company or product or perform actions like making a purchase or asking for a refund. #### What is an Inbound Conversation on Respond.io On respond.io, a Conversation refers to any interaction between your business and a Contact from the time a chat is opened until it is closed. ![This%20image%20shows%20how%20a%20chat%20looks%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/uBdaVrlJs1NuMrmAgkbXo/52b07ebf7f9c90e58a7d958e83647172/InboundConversationImage021_bef24b5b52e68c55f3c4acf7a71bf5d6.png) Keep in mind that a Contact can only have a single ongoing Conversation at a time. A Conversation will open only if it meets two criteria - a Contact sends a message and the Contact has no existing Conversation open. When a new Conversation opens, the platform will create a Conversation Opened by Contact event. This serves as a [Trigger](https://help.respond.io/workflows/workflow-triggers) for an Inbound Conversation [Workflow](https://help.respond.io/workflows/workflows-overview). Read on to learn how to set up the Trigger using the Conversation Opened by Contact event. #### How to Set Up the Trigger of an Inbound Conversation Workflow Triggers are events that initiate advanced automation called Workflows. You can set up the Trigger for Inbound Conversation Workflows in the respond.io Workflow Builder. To access it, navigate to the Workflows Module. Then, click on *Add Workflow*. ![This%20is%20an%20image%20showing%20how%20to%20access%20the%20Workflow%20Builder%20on%20respond.io.%20](https://images.ctfassets.net/ph8r57dk1q9w/48U3OzvkFScjV6FK6nFjOo/6b84628d0c4b2b92e5d0d25f277961ae/ScreenShot2021-11-26at4_41_14PM_17e2c08a6425b309fb34d8664d613f19.png) Next, name the Workflow and add an optional description. Click on Create when done, and you’ll be redirected to the Workflow Builder. Now, you are ready to configure the Trigger for the Inbound Conversation Workflow. In the Workflow Builder, select Conversation Opened as the Trigger so that the Workflow runs every time a Conversation opens. ![This%20is%20an%20image%20showing%20how%20to%20set%20up%20a%20Trigger%20for%20an%20Inbound%20Conversation%20Workflow.%20To%20set%20up%20the%20trigger%20for%20Inbound%20Conversation%20Workflows%2C%20navigate%20to%20the%20Workflow%20Builder.%20Then%2C%20select%20Conversation%20Opened%20as%20the%20Trigger%20so%20that%20the%20Workflow%20runs%20every%20time%20a%20Conversation%20is%20opened.](https://images.ctfassets.net/ph8r57dk1q9w/2r5smOqO8FrQzGl0MxPi9X/c5a41d5e83e1cca44b015d947f86431c/ScreenShot2021-11-24at3_31_26PM_ad58cc6f4a3643cf6e8c86575d706060.png) Next, set the Workflow to run only when the Conversation is inbound. To do so, simply select the Trigger Condition as Source is Equal to Contact. Now that you have created a Trigger that starts the Workflow for every inbound Conversation, let's explore other parts of an Inbound Conversation Workflow. ### Handling Inbound Conversations on Respond.io Inbound Conversation Workflows help you handle a high volume of inbound messages effortlessly. Here, you'll learn how an Inbound Conversation Workflow collects more data about Contacts, uses that data to route Conversations to the right team and assigns them to an available agent. #### How Does an Inbound Conversation Workflow Work An Inbound Conversation Workflow automatically processes Contacts from the moment they send the first message until they are assigned to an available agent to continue the Conversation. ![This%20is%20an%20image%20that%20shows%20how%20an%20Inbound%20Conversation%20Workflow%20works.%20An%20Inbound%20Conversation%20Workflow%20typically%20consists%20of%20three%20components%2C%20which%20play%20different%20roles%20in%20handling%20inbound%20messages.%20Here%u2019s%20what%20you%20need%20to%20know%20about%20each%20component%20-%20Data%20Enrichment%20obtains%20data%20about%20a%20Contact%20or%20Conversation%20to%20discover%20the%20purpose%20of%20the%20Conversation.%20Routing%20determines%20which%20Team%20will%20be%20responsible%20for%20handling%20the%20Conversation.%20Auto%20Assignment%20assigns%20the%20Contact%20to%20an%20available%20agent.%20](https://images.ctfassets.net/ph8r57dk1q9w/4P18DBDmLawldULvUEmVA0/f755f37466ce69e48e6d0e73a5b5b697/InboundConversationImage032_53eb16111afcddfed6108a7a0997f83a.png) An Inbound Conversation Workflow typically consists of three components, which play different roles in handling inbound messages. Here’s what you need to know about each component: - Data Enrichment consists of obtaining data about a Contact or Conversation to discover the purpose of the Conversation. - Routing determines which Team will be responsible for handling the Conversation. - Auto Assignment means passing the Conversation to an available agent without human input. You can configure it based on the needs and priorities of a specific team. The Workflow ends when an agent is assigned to the Contact, but the conversation will continue on the platform with the agent and Contact chatting in the [Messages module](https://help.respond.io/quick-start/responding-to-messages). > Conversations can be closed manually by agents or automatically after a configured period of inactivity, ensuring a new cycle of the Workflow can start when the Contact sends a new message. Remember, a new Conversation will only open if there’s no existing Conversation. When you create an Inbound Conversation Workflow, you need to decide the best auto-assignment strategy based on your use case. [Learn the different ways to configure Auto Assignment for Inbound Conversations.](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) ### Master Inbound Conversations with Respond.io To get the best business results from inbound conversations, you’ll need a reliable customer conversation management software. As the leading AI messaging platform, respond.io has everything you need. Equipped with an [omnichannel inbox](https://respond.io/blog/omnichannel-communication), respond.io allows businesses to handle inbound conversations on any messaging channel. And there’s much more. For example, [use conversational AI](https://help.respond.io/workspace-settings/workspace-setting-respond-ai) to delight customers while saving resources or get detailed conversation insights in the [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview). Ready to get started? [Try respond.io for free](https://app.respond.io/user/register)! ### Further Reading And that’s everything you need to know about Inbound Conversation Workflows. If you would like to learn more about Workflows, check out these articles: - Contact Routing with respond.io - Automatic Assignment with respond.io - How to Send an Away Message for Business ## [Instagram Auto Reply: A How-To Guide ](https:/respond.io/blog/instagram-auto-reply) This how-to guide contains everything you need to know about Instagram auto reply, ways you can use Instagram auto reply and how to set them up. Want to know how to send Instagram auto reply messages? We've got you covered! This article will explain why you need an Instagram auto responder and the different ways you can set it up on Instagram. ### What is Instagram Auto Reply Instagram auto reply are automated responses sent when customers message you on Instagram. Welcome and away messages are two of the most common auto replies businesses use to improve customers’ experience. Compared to traditional messaging channels like email, customers have quick response time expectations on apps like Instagram. However, businesses are not always able to respond immediately due to a lack of staff, limited hours of operation and more. ![These%20are%20the%20benefits%20of%20using%20Instagram%20auto%20reply](https://images.ctfassets.net/ph8r57dk1q9w/5tVXqpGneOxiOuDVLKs64P/aec0d80c7950aafd0af3ca673e389592/InstagramAutoReplyImage01_8f69df4f4599198862f1cfce0d2f1e72.png) Auto replies solve these issues by: - Managing customers’ expectations: Let customers know when to expect a reply - Making a good first impression: Give customers a timely and friendly response - Collecting customer information: Send a pre-chat survey to collect customer details so that agents can understand the situation before conversing with them However, if you want more advanced automated replies, you should use [AI Agent](https://help.respond.io/l/en/automate-conversations/maximize-customer-service-potential-with-ai-agent). It can provide quick responses to low-level conversations like basic product information and troubleshooting steps. Now that you understand the basics, let's look at the different ways you can set up Instagram auto reply. ### How to Set Up Auto Reply on Instagram Businesses can use one of three methods to set up prompt responses to customers who message them on Instagram. ![You%20can%20set%20up%20auto%20reply%20on%20instagram%20auto%20reply%20to%20dm%2C%20Meta%20Business%20Suites%20and%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6zuCgMli4pNl5z4mSIY1Sp/a582509a54fdb2ed85c20b97e90852d1/InstagramAutoReplyImage02_61ca8fc37c9465c8b609edb1a8df65cc.png) These are: - Instagram App Direct Message Inbox - Meta Business Suite Inbox - Respond.io’s Omnichannel Messaging Inbox In the next section, we’ll explain the functions of each option and how to set them up so you can start using Instagram auto reply right away. #### How to Set Up Instagram Quick Reply: Instagram DM Inbox There’s no Instagram DM auto reply feature on the app itself. Therefore, businesses communicating with clients solely through the app can send ready-made responses to common customer queries using [Instagram Quick Replies](https://respond.io/blog/quick-reply-instagram-examples#toc-mobile-0). Follow these steps to set up frequently asked questions on Instagram direct. 1\. From Instagram home, tap the Messenger icon on the top right of the screen. 2\. Under Set Up Automated Responses, tap *Get Started***.** 3\. Tap the toggle next to Show Questions to enable automated responses. 4\. Under Questions, tap *Add Question***.** For each question, you’ll be prompted to enter a Question and optional Automated Response. 5\. Tap *Save* once you’re done. To use this feature, you must first make sure that your [Instagram account is a business account](https://respond.io/blog/instagram-direct-message-api). Note that you can only set up Quick Replies on the Instagram phone app settings. For step-by-step setup instructions, read our [guide to Instagram Quick Replies](https://respond.io/blog/quick-reply-instagram-examples#toc-mobile-1). Next, we’ll show you how to set up Instagram auto reply and the types of auto replies available on Meta Business Suite. #### How To Set Up Automatic Replies on Instagram: Meta Business Suite Inbox Businesses can send Instagram auto replies via Meta Business Suite. However, the automated messaging features on Meta Business Suite are limited to instant replies and away messages. To set up auto reply on Instagram, you must first [connect your Instagram Business account to Meta Business Suite](https://respond.io/blog/instagram-direct-message-api#toc-mobile-5). Once they are connected, you can set instant reply and away messages. ##### **Auto Reply Instagram: Instant Reply** **1\. Open** [Meta Business Suite Inbox](https://business.facebook.com/latest/inbox) and click on *Automations*. ![To%20set%20instagram%20auto%20replies%2C%20you%20need%20click%20on%20automations%20on%20Meta%20Business%20Suite%20Inbox.](https://images.ctfassets.net/ph8r57dk1q9w/2SLKj91U5bWgJWxABUtuDF/039fc19b29df61f6c1593cdb5da96c1c/0001-248539870181_021e21e6996f0509a92e0be544e1dcb0.jpeg) **2\. Navigate** to *Instant Reply* and turn on the toggle. ![This%20image%20shows%20how%20to%20turn%20on%20instant%20reply%20on%20instagram](https://images.ctfassets.net/ph8r57dk1q9w/3nCVzrLZF41yeaGLMai0QA/aa485dbd9d7953fe9d5e20a911494893/0002-248539870182_19d667bebc03ff9a047a8d82a03a00d3.jpeg) **3\. Select** Instagram by checking the box. ![Select%20which%20channel%20you%27d%20like%20to%20receive%20messages%20on%2C%20Messenger%20or%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/3KSZEql7OGzfLOxRaVNbCQ/2f058dd4115e9927e03ee3ae27d8bd5f/0003-248539870183_2e15d6c3c1340b52ba970a074d0ff42b.jpeg) **4\. Compose** your auto reply message and click on the *Sparkles* icon if you want to personalize your Instagram instant reply. ![Image%20showing%20how%20to%20compose%20your%20instant%20reply%20message](https://images.ctfassets.net/ph8r57dk1q9w/UjWjtQ9KjvlUw1YRzww32/1c323dec30c6fa2d612c3ef11b2080ac/0004-248539870184_5dc4723edc6b756104b74c08b92683bb.jpeg) **5\. Click** on *Save Changes t*o publish your auto reply. ![After%20setting%20up.%20Click%20save%20and%20you%20can%20enable%20auto%20reply%20Instagram%20dm](https://images.ctfassets.net/ph8r57dk1q9w/7fryY5sKlZD1nlSZbzjXlt/969ad7263161d93287ddda077c3e44c2/0005-248539870185_c8bfdc659bf0cf1ed97546b74081c0dc.jpeg) If you want to test the message before saving it, click on *Preview in Messenger.* Next, we’ll show you how to set up an away message on Meta Business Suite. ##### **Auto Reply Instagram: Away Message** **1\. Open** [Meta Business Suite Inbox](https://business.facebook.com/latest/inbox) and click on *Automations*. ![Image%20showing%20can%20you%20set%20up%20auto%20reply%20on%20instagram%3F%20You%20can%20set%20up%20Instagram%20auto%20reply%20by%20clicking%20on%20automations%20on%20Meta%20business%20Suite%20Inbox.](https://images.ctfassets.net/ph8r57dk1q9w/2Twqke1TG3EN1fwyyc4DmL/a74d8ca2069c525d8bfe73d462e05f57/0001-248539870181_c41629072a8795205681495f3a267b7e.jpeg) **2\. Navigate** to *Away Message*, select Instagram by checking the box and click on *+Add Time* to schedule your away time. ![This%20is%20an%20image%20on%20how%20to%20set%20up%20an%20auto%20reply%20on%20instagram%20for%20away%20message](https://images.ctfassets.net/ph8r57dk1q9w/1QrK9SvlC8ewWTdXauRfjQ/e1739f51855f2a440eb997cbab3f048a/0006-248550655976_28942873da7fd2477a5f98c039c420eb.jpeg) **3\. Set** your away hours. ![This%20is%20an%20image%20showing%20how%20to%20set%20your%20out%20of%20business%20hours%20to%20send%20instant%20replies](https://images.ctfassets.net/ph8r57dk1q9w/2hFAJ89MM9rlo3gXrDlD7G/a0f0e0b5f0f7f5847ba25f812e3c6f91/0007-248550655977_841b469ab27e1d652d71c9a6556f6ed3.jpeg) **4\. Compose** your away message and click on *+Add Customer’s Name* if you want to personalize it. ![Image%20showing%20that%20by%20setting%20up%20away%20message%2C%20this%20is%20how%20to%20turn%20off%20auto%20response%20on%20Instagram%20for%20welcome%20message](https://images.ctfassets.net/ph8r57dk1q9w/7oewQICCVXELnBYbQaaVvp/fff275ace91527d5d2c44f4680ed6776/0008-248550655978_b6d28e8ac3a996a386ad634531abfc6b.jpeg) **5\. Click** *Save.* Your away message will be sent when customers message you outside of your business hours. ![This%20is%20an%20image%20on%20how%20to%20turn%20on%20auto-reply%20on%20instagram%20for%20away%20message](https://images.ctfassets.net/ph8r57dk1q9w/6wz1kyiSlfYpjs5R4JH2RE/fdcb95ba49a34eca41eaba0cfe0a97be/0009-248550655979_5afa3cb8ca7cea03d307801326bb92fd.jpeg) Want more advanced automation with messaging compared to what Meta Business Suite can provide? You'll need a business messaging platform like respond.io. > Warning! Following Meta's latest changes to its Handover Protocol, you can now only have one primary app: either Meta Business Suite Inbox or a third-party inbox like respond.io. Note that only the primary app will receive incoming messages. Next, we'll show you how to set up Instagram auto reply messages on respond.io. However, before you can use respond.io as a third-party Instagram inbox, you must disable Meta Business Suite Inbox and make respond.io the primary app instead. #### How to Set Up Instagram Auto Responder on respond.io Respond.io gives you two powerful ways to automate replies to Instagram comments. Let’s explore how each option works and what makes them different. ##### Set Up Instagram Auto Private Replies If your business runs an Instagram Business Account, you’ll likely receive messages through comments on posts, ads, reels, or live videos. Many of these comments come from people interested in your products or services. However, without a way to reply promptly, valuable business opportunities could slip away. ![Reply%20to%20Instagram%20comments%20automatically%20with%20Instagram%20auto%20private%20replies](https://images.ctfassets.net/ph8r57dk1q9w/5dUKi4qFcA4GyTyc4eOyoa/31ebe5680ae6c7f3982f12f97a573818/c8dc847e-1b68-4182-8fcd-041e8db8e3f5.png) Respond.io helps you stay on top with [Instagram Auto Private Replies](https://respond.io/help/instagram/instagram-auto-private-replies). This feature lets you automatically send private messages in response to comments on your content, so you can proactively engage potential leads and nurture relationships right from the start. You can choose between a generic reply to all posts, reels and stories or specific replies for selected posts and reels. But what about Instagram DMs? No worries—we’ll show you next how to set up automated replies for those, too. ##### Set Up an Instagram Auto Responder Workflow If you’re searching for an auto-reply solution for [Instagram DMs](https://respond.io/blog/how-to-sell-on-instagram-dm), respond.io has you covered. With advanced automation, you can capture customer information and send [personalized, automated messages](https://help.respond.io/workflows/workflow-steps) tailored to different customer segments—such as location, products purchased, subscription tiers, and more. Plus, setting up advanced automated messages is easy with respond.io’s Workflows. You can even configure your Workflow to [route contacts](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) to the right team and [assign them to an available agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) once your auto replies are sent. Follow the steps below to get started. **1\. Navigate** to the Workflows Module and click on *Add Workflow.* ![Image%20showing%20how%20to%20Activate%20Instagram%20Auto%20Message%3A%20Add%20workflow%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2pojSVijGFD9eoxJ4lxUX8/03a145cbba19eb30edfef99460d08370/0001-25415028443_f75d68373a48c37147e8b9e978dc9856.png) **2\. Set** the Workflow Trigger to *Conversation Opened*. ![This%20image%20shows%20how%20to%20set%20instagram%20auto%20reply%20dm%20and%20how%20to%20set%20up%20auto%20reply%20on%20instagram](https://images.ctfassets.net/ph8r57dk1q9w/35AayhwQBHiu6LO81gJhh4/062eb0e51e000c72c4bf66bdb92c2448/0002-248574764992_21d1cc55e62e303f74fcfa96ca86ef47.png) **3\. Add** the [Date & Time Step](https://help.respond.io/workflows/workflow-steps#step_date_time) to set your business hours. This will determine when an away message or welcome message should be sent. ![Image%20showing%20that%20to%20activate%20instagram%20auto%20message%202025%2C%20you%20can%20first%20define%20your%20business%20hours%20using%20respond.io%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/1ClHcSAfhqH6l3g1iYyJUX/9ee84d22ddd73346a8ea9b3bfcb7bda9/0003-248574764993_4ce667131c6e8e31627fbb7448b18076.png) **4\. Add** the Send a Message Step. Make sure to set the Channel to Instagram in the configuration drawer when you compose your welcome and away messages. ![Image%20for%20Auto%20reply%20instagram%3A%20Compose%20your%20instagram%20auto%20dm%20reply%20in%20the%20respond.io%20away%20message%20step](https://images.ctfassets.net/ph8r57dk1q9w/5luNSul0VHl3SDE0UuYxGp/efbc9f0723714a3a1f81f6e0eef767e5/0004-248574764994_7e707401a39099fb24c396bf6233435f.png) If you wish to obtain customer information, add the [Ask a Question Step](https://respond.io/blog/question-bot). The responses can be saved as Variables or Contact Fields to be used in other parts of the Workflow. ![Image%20showing%20how%20you%20can%20now%20activate%20your%20Instagram%20auto%20responder%20by%20clicking%20on%20save%20and%20publish](https://images.ctfassets.net/ph8r57dk1q9w/6UHhvNa0AZvr3ZGYzTUdYH/7bda48c864baaba50b0d322cc8f167e5/0006-25149596571_817dd91dfbe015beecd8daee7e26e578.png) Once you’ve set up your Workflow, save and publish it. And that’s everything you need to know about setting up Instagram auto reply. Next, we’ll give you a few auto reply message examples, so you can start engaging with leads and customers quickly. ### Instagram Auto Reply Message Examples Here are a few examples to spark your creativity. For more Instagram welcome message ideas, [check out our detailed blog post](https://respond.io/blog/instagram-welcome-message-examples). - Thank you for getting in touch! Our team is available from 10am-3pm CT. We'll get back to you within those hours! - Hey there—thanks for reaching out! Your message is important to us. Someone on our team will get back to you within the next 12 hours. - Sorry we missed you! Our team is currently unavailable, but we'll be back around 8am GMT. Want to start sending Instagram auto replies with respond.io? [Create a free account](https://app.respond.io/user/register?_gl=1%2a13zt93o%2a_ga%2aNDczMzQ0NjA5LjE2NDczMTc2ODk.%2a_ga_CVVNV8KDRF%2aMTY1MTEyNTQwMi45Mi4xLjE2NTExMjcxNzUuMA..&_ga=2.8155255.479185282.1651053693-473344609.1647317689) and connect your Instagram with an AI-powered customer conversation management platform and badged Meta Business Partner to boost your customer experience game. ### Further Reading Did you find this article useful? If so, here are some readings on Instagram that might interest you. - The Ultimate Guide to Instagram Business Messaging - 20 Best Instagram Quick Reply Examples - Instagram Business Account Multiple Users ## [Instagram Business Account Multiple Users: A How-To Guide](https:/respond.io/blog/instagram-business-account-multiple-users) Want to have multiple users on one Instagram account? We’ll explain how you can solve the Instagram Business Account Multiple Users problems with respond.io. ### TL;DR The WhatsApp Business App has limited capabilities for growing conversations or users. WhatsApp API empowers scaling through automation, team inbox and more. - Limitations of WhatsApp Business App: Connects a maximum of 5 devices with limited broadcast reach and automation. - How WhatsApp API helps: Supports unlimited users and features like auto-replies, AI qualification and routing to teams to handle high chat volumes. - Why use respond.io: Respond.io is an AI-powered WhatsApp Business solution for chats, calls and Meta campaigns. It supports WhatsApp Business App and API on the same phone number. --- Wonder how to have multiple users on one Instagram account? For larger businesses, the only option is to use Instagram Direct Message (DM) API connected to an Instagram CRM. Many Instagram CRMs on the market have limited messaging functionality, presenting a challenge to companies looking to use Instagram Business Account with Multiple Users. In this article, we’ll explain how you can solve the Instagram Business Account Multiple Users problems with respond.io for different use cases. Plus, we'll discuss how to use respond.io with Instagram DM API integration for Sales and Support. You'll also learn how to use respond.io to run Click to Instagram Direct Ads and improve Team performance. ### Instagram Messaging for Different Business Sizes There are three options to respond to Instagram messages - the Instagram Message Inbox, Facebook Business Suite Inbox and Instagram Direct Message API. Each of them comes with different messaging capabilities and features. Ultimately, there's no one-size-fits-all Instagram Inbox. You should opt for the Instagram DM Inbox that suits your business needs. Below, we’ll cover the features of each inbox, the business size it caters to and how it meets their needs. #### Instagram Message Inbox Instagram Message Inbox is ideal for sole proprietors or micro-businesses dealing with a low volume of messages daily. It's free to use and available on both the Instagram mobile app and [Instagram Web](https://www.instagram.com). With a minimal interface, the Instagram Message Inbox lacks organizational tools such as the Mark Done button, Tags or Contact assignment. The closest things to an organizational feature are the Primary and General folders [for Professional Accounts](https://respond.io/blog/instagram-direct-message-api#toc-mobile-3). ![This%20is%20an%20image%20of%20Instagram%20Message%20Inbox.%20Instagram%20Message%20Inbox%20is%20ideal%20for%20sole%20proprietors%20or%20micro-businesses%20dealing%20with%20a%20low%20volume%20of%20messages%20daily.%20It%27s%20free%20to%20use%20and%20available%20on%20both%20the%20Instagram%20mobile%20app%20and%20Instagram%20Web.](https://images.ctfassets.net/ph8r57dk1q9w/4peRHCtza7oNEkFaIRf6UT/0ba93efa1d8f18e20b27ada175b2c841/ScreenShot2021-09-30at11_47_18AM_8b9e650d4827982b88ee871e6934c848.png) The Primary tab is where all Instagram messages appear by default. To organise the Instagram Message Inbox, you can use the General folder to store resolved messages or messages you'd like to get back to later. With limited organizational features, it's challenging to manage a large number of Instagram DMs on Instagram Message Inbox. This is where Facebook Business Suite comes in. #### Facebook Business Suite Inbox Facebook Business Suite Inbox is designed for small-medium businesses that receive a higher volume of DMs. Like Instagram Message Inbox, Facebook Business Suite Inbox is free to use but involves a more complex setup process. The Facebook Business Suite Inbox comes with [additional management tools such as manual Contact Assignment, Labels, and Notes](https://www.facebook.com/business/help/669299346877371). Additionally, you can mark Instagram messages as Done or Follow Up for a more organized inbox. ![This%20is%20an%20image%20of%20Facebook%20Business%20Suite%20Inbox.%20Facebook%20Business%20Suite%20Inbox%20is%20designed%20for%20small-medium%20businesses%20that%20receive%20a%20higher%20volume%20of%20DMs.%20Like%20Instagram%20Message%20Inbox%2C%20Facebook%20Business%20Suite%20Inbox%20is%20free%20to%20use%20but%20involves%20a%20more%20complex%20setup%20process.%20The%20Facebook%20Business%20Suite%20Inbox%20comes%20with%20additional%20management%20tools%20such%20as%20manual%20Contact%20assignment%2C%20Labels%2C%20and%20Notes.%20Additionally%2C%20you%20can%20mark%20Instagram%20messages%20as%20Done%20or%20Follow%20Up%20for%20a%20more%20organized%20inbox.](https://images.ctfassets.net/ph8r57dk1q9w/73uxW1qffzm0P3X2hCAdmm/19f9febf4837b910b7c2281e46ddf461/ScreenShot2021-09-27at12_36_11PM_c8d54a911d696270b40123be4260c866.png) Facebook Business Suite Inbox also shows basic contact information such as Instagram username and bio. You can choose to add additional information such as phone, email, birthday and address when it becomes available. While it has more features than Instagram Message Inbox, Facebook Business Suite Inbox lacks advanced features like auto Contact assignment and Agent performance analytics, making it unsuitable for enterprises with a large team of Agents attending to DMs. Looking for a sophisticated Instagram Inbox? We recommend Instagram DM API. #### Instagram DM API Instagram DM API is intended for large businesses that need to manage their Instagram DMs and Teams at scale. [It’s offered free](#instagram-dm-api-pricing) and best of all, [all Instagram Business Accounts are eligible with no minimum followers required](https://respond.io/blog/instagram-direct-message-api#toc-mobile-10). Keep in mind, Instagram DM API is just that - an API. It doesn't come with a messaging interface. Instagram DM API is designed to work in conjunction with a third party CRM or Instagram messaging inbox. ![This%20is%20a%20picture%20of%20Instagram%20DM%20API%20Connected%20to%20respond.io.%20Instagram%20DM%20API%20is%20intended%20for%20large%20businesses%20that%20need%20to%20manage%20their%20Instagram%20DMs%20and%20Teams%20at%20scale.%20It%u2019s%20offered%20free%20and%20best%20of%20all%2C%20all%20Instagram%20Business%20Accounts%20are%20eligible%20with%20no%20minimum%20followers%20required.%20Choosing%20the%20right%20inbox%20ensures%20you%20get%20the%20most%20out%20of%20the%20Instagram%20DM%20API.%20Many%20Instagram%20CRMs%20on%20the%20market%20only%20have%20basic%20messaging%20functionality.%20To%20unlock%20the%20full%20power%20of%20Instagram%20DM%20API%2C%20connect%20it%20to%20respond.io.](https://images.ctfassets.net/ph8r57dk1q9w/6Tgflhg6kJBGwGBEu9Q8nY/08e5366868782a9e10722b852990aed3/ScreenShot2021-09-30at8_53_05PM_06ec00116d1f4f06252c2195b41ca0cf.png) Choosing the right inbox ensures you get the most out of the Instagram DM API. Many Instagram CRMs on the market only have basic messaging functionality. To unlock the full power of Instagram DM API, [connect it to respond.io](https://app.respond.io/user/register). Respond.io is a full-fledged Instagram DM Inbox complete with advanced features like third-party integrations, automatic Contact assignment and performance monitoring, all of which are designed to take your business to the next level. #### Instagram Business Account Multiple Users: Instagram Message Inbox, Facebook Business Suite Inbox or Instagram DM API? Need help choosing the right Instagram DM inbox? We've created a flow chart as a guide to help you visualize and give you a better idea of which Instagram DM Inbox works best for your business. ![This%20is%20an%20image%20on%20how%20to%20choose%20the%20right%20Instagram%20DM%20inbox%20to%20use%20instagram%20business%20account%20with%20multiple%20users.%20We%27ve%20created%20a%20flow%20chart%20as%20a%20guide%20to%20help%20you%20visualize%20and%20give%20you%20a%20better%20idea%20of%20which%20Instagram%20DM%20Inbox%20works%20best%20for%20your%20business.%20Check%20out%20the%20blog%20to%20learn%20to%20to%20enable%20multiple%20users%20on%20one%20Instagram%20account.](https://images.ctfassets.net/ph8r57dk1q9w/5Amq4y2PSp72ZPrmejAgl7/7a56d2023e31e20aee2ec57e4d64f491/IMUImage01_36c641f1ede0f4d96e2d231736d46823.png) In the following sections, we'll take a closer look at each Instagram DM inbox. Plus, we’ll walk you through the setup process. ### Instagram Business Account Multiple Users: Sole Proprietors & Micro Businesses If you are a sole proprietor or micro-small business owner, Instagram Message Inbox would be sufficient to deal with a low volume of Instagram DMs. Here, you’ll learn how to enable multiple users on one Instagram business account using Instagram Message Inbox. #### Enabling Multiple Users on One Instagram Account: Instagram Message Inbox There's no special setup required to access the Instagram Message Inbox. All Instagram accounts come with a native Message Inbox. To access Instagram Message Inbox, click the Messenger icon on Instagram Web, or navigate to Home > Messenger button on the mobile app. [Depending on your privacy settings](https://help.instagram.com/585369912141614), you may need to accept message requests from non-followers in the Message Requests folder on the app before their DMs appear on the Chats list. ![This%20is%20a%20picture%20showing%20how%20to%20use%20instagram%20business%20account%20multiple%20users.%20To%20access%20Instagram%20Message%20Inbox%2C%20click%20the%20Messenger%20icon%20on%20Instagram%20Web%2C%20or%20navigate%20to%20Home%20%3E%20Messenger%20button%20on%20the%20mobile%20app.%20Depending%20on%20your%20privacy%20settings%2C%20you%20may%20need%20to%20accept%20message%20requests%20from%20non-followers%20in%20the%20Message%20Requests%20folder%20on%20the%20app%20before%20their%20DMs%20appear%20on%20the%20Chats%20list.%20To%20have%20multiple%20users%20on%20one%20Instagram%20account%2C%20simply%20share%20the%20account%20login%20credentials%20with%20your%20Agents.%20Agents%20can%20log%20into%20the%20Instagram%20Message%20Inbox%20on%20multiple%20devices%2C%20including%20desktop%20and%20mobile%20devices%20at%20the%20same%20time.](https://images.ctfassets.net/ph8r57dk1q9w/73G1eEHkZdJG6TDSXPWGyy/39935db2465547929ac655e77e23e998/ScreenShot2021-09-30at11_47_18AM_0fc82c33ad10dbaccc75b447382d5b7f.jpg) How to have multiple users for Instagram? Simply share the account login credentials with your Agents. Agents can log into the Instagram Message Inbox on multiple devices, including desktop and mobile devices at the same time. Sharing your Instagram login details seems like the easiest way to use one Instagram Business Account with Multiple Users, but it's also potentially problematic. The more people you share your login credential with, the more likely your Instagram account will get compromised. Furthermore, if Instagram detects several different IPs logging in, it may block Agents from signing in or ask for additional verification. Moreover, Instagram App Inbox doesn't come with specialized tools to assign users and organize conversations. If you are a small business or SME looking for an Instagram DM Inbox with extra functionality, consider the Facebook Business Suite Inbox. ### Instagram Business Account Multiple Users: Small Businesses & SMEs Facebook Business Suite Inbox comes with basic organizational tools to help you manage a higher volume of Instagram DMs. Below, we'll discuss how to enable multiple users on one Instagram account using Facebook Business Suite Inbox. #### Enabling Multiple Users on One Instagram Account Using Facebook Business Suite Inbox First things first, let’s go over the requirements for using Facebook Business Suite Inbox: - You must own an Instagram Business account. Learn about the different types of Instagram Accounts here. Learn how to switch to an Instagram Business Account here. - You must connect your Instagram Business Account to your Facebook Business Page. If you meet the requirements, you are ready to use Instagram with Multiple Users on Facebook Business Suite Inbox. Wonder how to add users to Instagram business account? To start, go to the [Facebook Business Settings](https://business.facebook.com/settings/) page. **1\. Add** a new Agent to Facebook Business Suite Inbox by navigating to Users > People > Add. ![This%20is%20an%20image%20showing%20how%20to%20use%20instagram%20business%20account%20with%20multiple%20users.%20To%20enable%20multiple%20users%20on%20one%20Instagram%20account%2C%20Add%20a%20new%20Agent%20to%20Facebook%20Business%20Suite%20Inbox%20by%20navigating%20to%20Users%20%3E%20People%20%3E%20Add.](https://images.ctfassets.net/ph8r57dk1q9w/68mUdyMlRv2h8MtqUj48aJ/bca8fe55d5f7f5bf94a087be9742dce7/ScreenShot2021-09-30at11_55_28PM_36c3f342af690d00d36ec139bc0c920a.png) **2\. Enter** the work email address of the Agent. You can choose to grant either [Employee access or Admin access.](https://www.facebook.com/business/help/2169003770027706?id=2190812977867143) Click Next when done. ![This%20is%20an%20image%20showing%20how%20to%20use%20instagram%20business%20account%20with%20multiple%20users.%20To%20enable%20multiple%20users%20on%20one%20Instagram%20account%2C%20enter%20the%20work%20email%20address%20of%20the%20Agent.%20You%20can%20choose%20to%20grant%20either%20Employee%20access%20or%20Admin%20access.%20Click%20Next%20when%20done.](https://images.ctfassets.net/ph8r57dk1q9w/qMQ0wbNktjxRMvoKNBSy0/c168300ed6bec3fd1088e503b6845837/ScreenShot2021-09-30at11_55_42PM_1f9a3b73190001585e3bb0f9a8f89246.png) **3\. Assign** the level of access of the Agent. Be sure to turn on the Send Messages toggle so that your Agents can respond to DMs as the Instagram Business Account. Once done, click Invite to send the invitation to the Agent. ![This%20is%20an%20image%20showing%20how%20to%20use%20instagram%20business%20account%20with%20multiple%20users.%20To%20enable%20multiple%20users%20on%20one%20Instagram%20account%2C%20assign%20the%20level%20of%20access%20of%20the%20Agent.%20Be%20sure%20to%20turn%20on%20the%20Send%20Messages%20toggle%20so%20that%20your%20Agents%20can%20respond%20to%20DMs%20as%20the%20Instagram%20Business%20Account.](https://images.ctfassets.net/ph8r57dk1q9w/3AJkFYqqzwpbu6eaVkaxWn/c51af6bc28a82231a369171e78851698/ScreenShot2021-10-01at12_06_17AM_b8dec17925796cd0c4103749130cac68.png) On the next page, press Done to complete the invitation process. After accepting the invitation, your Agents will be able to use Facebook Business Suite Inbox simultaneously. With its basic organizational tools, Facebook Business Suite Inbox may serve small-medium businesses well. But if your business has more sophisticated needs, Facebook Business Inbox won't cut it. You should consider Instagram DM API instead. ### Instagram Business Account Multiple Users: SMEs and Large Organizations Designed with SMEs and large businesses in mind, Instagram DM API makes it possible to manage customer communications on Instagram at scale. #### Enabling Multiple Users on One Instagram Account Via Instagram DM API Before we discuss how to use Instagram with Multiple Users via Instagram DM API, here are a few things you need to know about Instagram DM API: - It has a 24-hour Messaging Window. - Instagram DM API is free, but many Instagram CRMs and inboxes are not. - You need to Allow Access to Messages from the Instagram app before you can use Instagram DM API. ![This%20is%20a%20picture%20about%20the%20basics%20of%20Instagram%20DM%20API.%20Can%20you%20have%20multiple%20users%20on%20one%20instagram%20business%20account%3F%20Yes%20you%20can%20use%20Instagram%20business%20account%20with%20multiple%20users%20with%20Instagram%20DM%20API.%20Here%20are%20a%20few%20things%20you%20need%20to%20know%20about%20Instagram%20DM%20API%3A%20It%20has%20a%2024-hour%20Messaging%20Window%2C%20Instagram%20DM%20API%20is%20free%2C%20but%20many%20Instagram%20CRMs%20and%20inboxes%20are%20not.%20And%20lastly%2C%20you%20need%20to%20Allow%20Access%20to%20Messages%20from%20the%20Instagram%20app%20before%20you%20can%20use%20Instagram%20DM%20API.](https://images.ctfassets.net/ph8r57dk1q9w/69RsV6UjvZyacHXn0qAV9h/2929fbfa49765e43e3c51c7dd30ba881/IMUImage02_91456ed59c28e5629efab3262d88cb72.png) ##### Instagram DM API Messaging Window To encourage prompt responses, Instagram doesn't let businesses reply to Instagram DMs anytime they like. A 24-hour timer starts every time a Contact sends you a DM and you must reply within the Messaging Window. Businesses can’t reply to Instagram DMs once the Messaging Window has closed. Thankfully, the [Human Agent Tag](https://respond.io/blog/facebook-business-chat#adt5m) allows you to continue messaging the contact within the next 7 days. When you connect the Instagram DM API to respond.io, a Human Agent Tag will be automatically appended to every Instagram message, giving you more time to answer your customers’ enquires. ##### Instagram DM API: Pricing Instagram DM API is offered free. However, many [third-party Instagram Inboxes](https://respond.io/blog/best-instagram-chatbots) on the market require payments. Remember, Instagram DM API cannot be used alone since it has no messaging interface. If you are looking for a feature-rich Instagram Inbox that’s free, we recommend [giving respond.io a try.](https://app.respond.io/user/register) ##### How to Get Instagram DM API Before you can enable Instagram DM API, there are two requirements you need to fulfil: - You must own an Instagram Business account. If you are currently using a personal Instagram account for your business, change it to a Business Account. - You need to connect your Instagram account to your Facebook Page by following this guide. To get Instagram DM API, click the hamburger button at the top right corner of your Instagram Business profile. Then, navigate to Settings > Privacy **\>** Messages and toggle on Allow Access to Messages under Connected Tools. ![This%20is%20a%20picture%20showing%20how%20to%20set%20up%20Instagram%20DM%20API.%20To%20get%20Instagram%20DM%20API%2C%20click%20the%20hamburger%20button%20at%20the%20top%20right%20corner%20of%20your%20Instagram%20Business%20profile.%20Then%2C%20navigate%20to%20Settings%20%3E%20Privacy%20%3E%20Messages%20and%20toggle%20on%20Allow%20Access%20to%20Messages%20under%20Connected%20Tools.%20To%20have%20Multi-agent%20on%20Instagram%20Direct%20Message%20API%2C%20connect%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/1Vi5fKVNLIflSuJ0FTiaUY/ff954182d33faa49ba5efbbdca99a2f3/NewProject100_800_a833cf0efc0810d4ebd34f6d499b023f.png) And you’ve successfully enabled Instagram DM API. With the toggle on, third-party apps like respond.io are able to view or manage your Instagram DMs. Alternatively, you may turn on the Allow Access to Messages toggle in [Facebook Business Suite](https://business.facebook.com/) by going to Settings > Instagram Connection. ![This%20is%20a%20picture%20showing%20how%20to%20set%20up%20Instagram%20DM%20API.%20To%20get%20Instagram%20DM%20API%2C%20you%20may%20turn%20access%20the%20Allow%20Access%20to%20Messages%20toggle%20in%20Facebook%20Business%20Suite%20by%20going%20to%20Settings%20%3E%20Instagram%20Connection.%20To%20instagram%20multiple%20users%20one%20account%2C%20connect%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/QMMl1EP0dTcjx9TyMMQ7a/e39a521126c02dd720871f6645719aa6/ScreenShot2021-09-30at8_27_34PM_53c83c1fce9b726f27f5aaa37256fcba.png) Once you have your Instagram DM API ready, [connect to respond.io](https://docs.respond.io/messaging-channels/instagram#connecting-instagram) to start messaging your customers. Then, [add new Users](https://docs.respond.io/settings/users#adding-new-users) to the platform to start using Instagram Business Account with Multiple Users. And that’s how you enable multiple users on one Instagram account via Instagram DM API. Read on to learn how to use respond.io with Instagram DM API integration for sales, support and marketing. ### Supported Use Cases with Respond.io Here, we’ll teach you how to use respond.io with Instagram DM API integration for different use cases like sales, support, and marketing with Click to Instagram Direct Ads. #### Instagram Business Account Multiple Users: Sales and Support Using Instagram for both Sales and Support at the same time is difficult when you don't have any idea what the Contact needs. Thanks to our customizable workflows, inbound messages will be routed to the right team based on the customers’ profile, the purpose of their conversation and customer life cycle. ![This%20is%20an%20image%20on%20using%20Instagram%20DM%20API%20for%20Sales%20and%20Support.%20Using%20Instagram%20for%20both%20Sales%20and%20Support%20at%20the%20same%20time%20is%20difficult%20when%20you%20don%27t%20have%20any%20idea%20what%20the%20Contact%20needs.%20Thanks%20to%20our%20customizable%20workflows%2C%20inbound%20messages%20will%20be%20routed%20to%20the%20right%20team%20based%20on%20the%20customers%u2019%20profile%2C%20the%20purpose%20of%20their%20conversation%20and%20customer%20life%20cycle.%20Check%20out%20our%20article%20to%20learn%20how%20to%20enable%20multiple%20users%20on%20one%20Instagram%20account.](https://images.ctfassets.net/ph8r57dk1q9w/5ZiPVaBx84nK1c2pmwonYa/a906d4c5576f59f4371234fc9709ae5a/IMUImage03_19e93a857f07ca35c81d098cbc60aea4.png) With the workflows for inbound Instagram DMs set up, you can prioritize important customers first and assign them to the most relevant or readily available Agent on your team. This ensures no customers are left unattended. #### Instagram Business Account Multiple Users: Click to Instagram Direct Ads Qualifying leads and handling a large volume of DMs leads from Click to Instagram Direct Ads can be time-consuming. Moreover, once the messaging window with leads closes, you can't reopen the conversation until they message you back. ![This%20is%20an%20image%20on%20how%20to%20run%20Click%20to%20Instagram%20Direct%20Ads%20using%20respond.io.%20Qualifying%20leads%20and%20handling%20a%20large%20volume%20of%20DMs%20leads%20from%20Click%20to%20Instagram%20Direct%20Ads%20can%20be%20time-consuming.%20Moreover%2C%20once%20the%20messaging%20window%20with%20leads%20closes%2C%20you%20can%27t%20reopen%20the%20conversation%20until%20they%20message%20you%20back.%20Learn%20more%20about%20having%20multiple%20users%20on%20one%20Instagram%20account%20in%20the%20blog.](https://images.ctfassets.net/ph8r57dk1q9w/1GuvHyK3KmYa4i1bwdUe3D/f28e9cee2ce279e4d0178c57f34b63f3/IMUImage04_1d66bd17f5f192e2b9508183cb79c628.png) Respond.io helps you [qualify leads faster through automated surveys](https://respond.io/blog/click-to-instagram-direct-ads#toc-mobile-6) and reply to them promptly, increasing your chance of converting them into sales. Now that you've solved the Instagram Business Account Multiple Users problem, it's time to learn how to improve your Team’s performance. ### Instagram Business Account Multiple Users: Improve Team Performance Respond.io has a range of features designed to improve team productivity and efficiency. This includes Reports, Comments, Contact Merge, and mobile app. ![This%20is%20an%20image%20on%20how%20to%20improve%20team%20performance%20with%20respond.io.%20The%20Reports%20module%20gives%20you%20valuable%20insight%20into%20Agent%27s%20and%20Team%27s%20performance.%20It%20allows%20you%20to%20compare%20Users%20and%20Team%20performance%20based%20on%20Conversations%2C%20Contacts%2C%20messages%2C%20response%20time%20%26%20resolution%20time.%20Furthermore%2C%20respond.io%20has%20special%20tools%20designed%20to%20facilitate%20collaboration%20among%20Agents.%20For%20instance%2C%20Comments%20help%20Agents%20communicate%20better%20and%20work%20together%20to%20resolve%20an%20issue.%20Check%20out%20the%20blog%20to%20learn%20how%20to%20use%20instagram%20multiple%20users%20one%20account%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4a8NxDzxB8mowaoEbOnFbV/a1d590c9e3bf84af253d668a32255e1e/IMUImage05_e1ad6e6ec9bc95066eab8db6997d65e6.png) The [Reports module](https://respond.io/blog/july-2021-release-instagram-messaging-api-reports-v2#toc-mobile-1) gives you valuable insights into Agent's and Team's performance. It allows you to compare Users and Team performance based on Conversations, Contacts, messages, response time and resolution time. Furthermore, respond.io has special tools designed to facilitate collaboration among Agents. For instance, [Comments](https://docs.respond.io/contacts/contact-activity?_ga=2.50178785.678899791.1632973526-319544489.1616554159#comments) help Agents communicate better and work together to resolve an issue. ![This%20is%20an%20image%20showing%20how%20respond.io%u2019s%20contact%20merge%20feature%20works.%20The%20Contact%20Merge%20feature%20provides%20a%20comprehensive%20view%20of%20your%20customers.%20With%20easy%20access%20to%20customers%27%20historical%20information%2C%20Agents%20can%20reply%20to%20them%20faster%20from%20one%20centralized%20dashboard.](https://images.ctfassets.net/ph8r57dk1q9w/3DyLpNdOvTEcx4KMCnFobt/275261193cce3366a19aee616a0be851/IMUImage062_05d8a845eb88f4abb398f0f0220bcc76.gif) The [Contact Merge feature](https://respond.io/blog/360dialog-whatsapp-integration#toc-mobile-4) provides a comprehensive view of your customers. With easy access to customers' historical information, Agents can reply to them faster from one centralized dashboard. ![This%20is%20a%20picture%20about%20respond.io%u2019s%20mobile%20app.%20the%20respond.io%20mobile%20app%20helps%20you%20stay%20connected%20to%20your%20customers%20when%20on%20the%20go%20-%20you%u2019ll%20never%20miss%20a%20Conversation%20again.%20Plus%2C%20you%27ll%20get%20notified%20every%20time%20you%20receive%20a%20new%20message%20or%20when%20someone%20assigns%20you%20a%20new%20Contact.](https://images.ctfassets.net/ph8r57dk1q9w/3YAAJl0Q84myBtIb9RoWx8/66b837e6fb2ab60cfea310688be81573/IMUImage071_eff5486f6fc9974e4102f8e9e2f5a7f8.png) Last but not least, the [respond.io mobile app](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) helps you stay connected to your customers when on the go - you’ll never miss a Conversation again. Plus, you'll [get notified](https://respond.io/blog/august-2021-release-2-enterprise-plan-and-limit-changes-whatsapp-api-feature-support-improvements-and-messages-data-export#toc-mobile-9) every time you receive a new message or when someone assigns you a new Contact. ### Further Reading If you enjoyed this article and you'd like to learn more about Instagram Business, check out our articles on: - The Ultimate Guide to Instagram Messaging for Business - The Practical Guide to Click to Instagram Direct Ads - Best Messaging Apps For Business ## [Instagram Business Chat: The Ultimate Guide to Instagram Business Messaging ](https:/respond.io/blog/instagram-business-chat) Want to use Instagram Business Chat? Here's everything you should know about Instagram Business Account, its features and the types of Instagram inboxes. Are you looking to use Instagram business chat? This article is for you! We’ll start by discussing Instagram's features and the types of business accounts available. Then, we’ll talk about the types of Instagram inboxes, their features and limitations, as well as how you can [drive conversations with Instagram Direct Messaging](https://respond.io/blog/instagram-dm-sales-script). ### What is Instagram for Business? Instagram was launched in 2010 as a photo-sharing app. After it popularized hashtags and hit the 50 million users milestone, Meta (formerly Facebook) decided to [acquire Instagram in 2012](https://techcrunch.com/2012/04/09/facebook-to-acquire-instagram-for-1-billion/). The app quickly grew into [one of the most popular social apps](https://www.businessofapps.com/data/instagram-statistics/) behind [Facebook](https://respond.io/blog/facebook-business-chat), YouTube and [WhatsApp](https://respond.io/blog/whatsapp-business), and now has features like Reels, Stories, Instagram direct messaging, [Instagram Shop](https://business.instagram.com/shopping) and more. Its unique nature as a visual-first platform and its ability to build a strong brand presence attracted businesses to use the platform to engage with customers. Realizing the value Instagram has for business use, Meta started exploring the business market in 2014 by [letting companies advertise on the app](https://techcrunch.com/2014/08/21/instagram-woos-advertisers-brands-with-new-suite-of-business-tools/). After seeing success, it introduced the [Instagram Professional Account in 2016](https://techcrunch.com/2016/05/31/instagram-officially-announces-its-new-business-tools/) and has continued to improve its offerings. #### Instagram App Overview There are 5 main tabs at the bottom of the page on the Instagram App. The home tab, also known as Instagram Feed is where you can see posts from the Instagram profiles you follow. Sponsored posts or other public account posts will also appear on the Feed. ![Instagram%20app%20interface%20with%20five%20tabs%20at%20the%20bottom%3A%20Home%2C%20Search%2C%20Reels%2C%20Shop%2C%20and%20Profile.%20The%20Home%20tab%20shows%20posts%20from%20followed%20accounts%2C%20with%20options%20to%20view%20sponsored%20posts%20and%20notifications%20or%20send%20messages%20to%20Instagram%20Users.](https://images.ctfassets.net/ph8r57dk1q9w/U5Zstyh7B8YXqv2iYDRnN/caab34352749d3a946815a9d163c1e8f/0001-413582674691_4e7f4f8c0bd56f5931287d3b669d6640.png) If you only want to see the content posted by the accounts you follow, click on the Instagram logo in the top left corner of the screen, and select ***Following.*** The icons in the top right of the page allow you to add a new post, look at Instagram notifications and message Instagram users. ![Instagram%20interface%20showing%20the%20Explore%20tab%20for%20discovering%20posts%20from%20public%20accounts%2C%20a%20search%20bar%20for%20finding%20accounts%2C%20hashtags%2C%20audio%2C%20and%20places%2C%20and%20tabs%20for%20Reels%2C%20Shop%2C%20and%20Profile%20for%20managing%20your%20account%20and%20settings.](https://images.ctfassets.net/ph8r57dk1q9w/5srwsPWWfA4PPFk0fUrXbi/30e55d6c78811e62b66b0d4bd8c84de5/0002-413582674692_6245761c2615965782332fbea7c1285e.png) The Explore tab is where you can discover posts by Instagram public accounts that you don’t follow. The search bar allows you to look for specific Instagram accounts, hashtags, audio and places, and displays a list of related search results. The third tab is for Reels, also known as short videos. This is followed by the Instagram Shop tab for Instagram businesses to promote their products and the Profile tab for you to view your profile and manage profile settings. As more features and tools were added, Instagram’s popularity grew. #### Where is Instagram Popular? With over [2 billion monthly active users](https://www.cnbc.com/2021/12/14/instagram-surpasses-2-billion-monthly-users.html) worldwide, the app became highly valuable to businesses located where Instagram is popular. The biggest contributor to the number is India with over [300 million users](https://www.businessofapps.com/data/instagram-statistics/#:~:text=Sources%3A), [followed by the US](https://www.statista.com/statistics/578364/countries-with-most-instagram-users/) with 159.75 million users and Brazil with 119.45 million users. ![Instagram%20stats%3A%20Over%202%20billion%20monthly%20active%20users%20globally%2C%20led%20by%20India%20%28300M%29%2C%20the%20US%20%28159.75M%29%2C%20and%20Brazil%20%28119.45M%29.%2090%25%20of%20users%20follow%20at%20least%20one%20of%20200M+%20business%20accounts%2C%20highlighting%20its%20brand-building%20potential.](https://images.ctfassets.net/ph8r57dk1q9w/6lO4up8foV8SCT3JCyzTBx/bd3f8e6a0dc05df8e56d7c1ef86031f2/UltimateGuideInstagramforBusinessImage02_6315393c2aac38f6163f1d4dae6a67dd.png) The number of Instagram monthly active users has continued to grow at a steady pace and is on track to reach [2.5 billion by 2023](https://www.businessofapps.com/data/instagram-statistics/#:~:text=Sources%3A%20Bloomberg%2C%20Facebook-,Instagram%20users,reach%202.5%20billion%20by%202023.)). Today, [90% of Instagram users](https://business.instagram.com/) follow at least one of [more than 200 million Instagram Business Accounts](https://earthweb.com/how-many-instagram-business-accounts-are-there/#How_Many_Instagram_Business_Accounts_Are_There_in_2022). Its potential to reach so many people, paired with the features and tools designed specifically for business, makes Instagram an excellent platform for brand building. ### Instagram for Business: The Basics In this section, we’ll explain everything you need to know about [Instagram for business](https://respond.io/blog/how-to-switch-to-business-account-on-instagram), including the types of Instagram accounts and Instagram Business Account features. #### Types of Instagram Accounts There are two types of Instagram accounts: **Personal** and **Professional**. The Personal Account is for regular Instagram users to upload content either privately or publicly without monetizing it. It is also used to follow other users, influencers, public figures and businesses that interest them. The Professional Account consists of the Business Account for businesses and the Creator Account for influencers and public figures. The Instagram Business Account and Creator Account have similar features. For instance, both accounts give insights into followers’ demographics and browsing habits and have additional features like setting up Instagram Shop, FAQs, Ads and more. ![Two%20types%20of%20Instagram%20accounts%3A%20Personal%20for%20regular%20users%20to%20share%20content%20and%20follow%20others%2C%20and%20Professional%2C%20which%20includes%20Business%20accounts%20for%20companies%20and%20Creator%20accounts%20for%20influencers%20and%20public%20figures.](https://images.ctfassets.net/ph8r57dk1q9w/3ND6XtreWfFxb2PE0Peneo/f93809ae5b41ae029188a03fb484c2e9/UltimateGuideInstagramforBusinessImage03_6886986be21802cee2832288af3c2a67.png) However, since they were created for different groups with unique needs, there are some differences between them. For instance, all Business Accounts can get access to the [Instagram Direct Message API](https://respond.io/blog/instagram-business-chat#toc-mobile-9), while only [Creator Accounts with fewer than 500k followers](https://developers.facebook.com/docs/messenger-platform/instagram/) can access the API. If a Creator Account has more than 500k followers, it must switch to a Business Account to get access to the API. Note that all Instagram accounts must abide by Instagram's [Terms of Use](https://help.instagram.com/581066165581870) and [Community Guidelines](https://help.instagram.com/477434105621119). Now that you understand the types of Instagram accounts, let’s look at the account you’re most interested in: The Instagram Business Account. #### Instagram Business Account Features Instagram has all the tools businesses need to bring their audience through the entire customer journey, from awareness to conversion. To increase brand awareness, businesses can [set up Instagram Ads](https://respond.io/blog/click-to-instagram-direct-ads). Each Instagram Ad account comes with a professional dashboard that provides valuable insights into your marketing performance. This can help you plan your marketing strategies and target the right audience for your Instagram campaigns. ![Instagram%20business%20account%20features%20and%20tools%20for%20businesses%3A%20Ads%20for%20brand%20awareness%2C%20Instagram%20Shop%20for%20direct%20sales%2C%20and%20Business%20Chat%20for%20engaging%20prospects%20with%20longer%20sales%20cycles.](https://images.ctfassets.net/ph8r57dk1q9w/3NMUF5u5kOp64ZEN8WFoA4/426d6c734c90d84dc3a2a2a94d50de93/UltimateGuideInstagramforBusinessImage01_bc2cd1791ba73284f2cc0cc6a66ad6d7.png) To [sell on the app](https://respond.io/blog/how-to-sell-on-instagram-dm), businesses can use [Instagram Shop](https://business.instagram.com/shopping). It is similar to [WhatsApp Catalog](https://respond.io/blog/whatsapp-business#b87v2), which allows businesses to list their products with descriptions and prices. Businesses can enable [checkouts on their websites](https://www.facebook.com/business/help/449169642911614?helpref=faq_content) or allow checkout on Instagram via [Facebook Pay](https://respond.io/blog/facebook-pay) (available only in the US). Instagram Shop is suitable for brands with a shorter sales cycle as sales agents don’t need to be involved. However, businesses that deal with high-value items and need more time to convert leads into sales can use Instagram Direct Messaging to follow up with prospects. There are three types of Instagram DM inboxes with distinct features that are suitable for different business sizes. We’ll explain each of them in the next section. ### Instagram Business Chat: Instagram DM Inboxes When a business account chats with an Instagram user, users will see gray text in the conversation that tells them when they're in a business chat. In the *Message Requests* folder, they can choose which business chat message requests you accept. **Types of Instagram DM Inboxes** | Feature | Instagram App Inbox | Facebook Business Suite | Instagram DM API | | --- | --- | --- | --- | | Best For | Solopreneurs & Micro-businesses | Small to Medium Businesses | Medium to Large Businesses | | Message Volume | Low Volume | Low to Mid Volume | High Volume | | Supports Integration | No | No | Yes | | Automation | Up to 4 FAQs | - Welcome & Away Message - Simple Chat Automation | Advanced Automation | Businesses can use one of three inboxes to communicate with customers. This includes [Instagram App Inbox](https://respond.io/blog/instagram-business-account-multiple-users#2rjc0), [Meta Business Suite](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-2) and a third-party inbox for [Instagram DM API](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-3). Here, we’ll explain the most suitable inbox for each business size and the rules, requirements, messaging features and limitations of each inbox. #### Instagram App Inbox The [Instagram App Inbox](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-1) is sufficient for solopreneurs and micro-businesses that receive low volumes of messages daily. ![Image%20depicting%20why%20Instagram%20Message%20Inbox%20is%20ideal%20for%20solopreneurs%20and%20micro-businesses%20with%20low%20message%20volumes%2C%20accessible%20via%20a%20business%20account%20created%20on%20the%20app%20or%20website.](https://images.ctfassets.net/ph8r57dk1q9w/4Wsd9x7l5hJ2yP3Wx8IMrG/2a98fc82beed928b08e87f76eaa7de57/UltimateGuideInstagramforBusinessImage10_dc544610490d4b8a0ab1cb3282097689.png) To use the Instagram App Inbox, businesses simply need to [create a Business Account](https://respond.io/blog/instagram-business-chat#toc-mobile-11). Now let’s look at the rules and features of the Instagram App Inbox. ##### Instagram App Inbox: Messaging Rules and Features There are minimal rules for the Instagram App Inbox. Businesses can reply to messages anytime and start a new conversation with any public account. However, they need to follow private accounts first to send the first message. ![Image%20depicting%20icons%20showing%20Instagram%20App%20inbox%20messaging%20rules.](https://images.ctfassets.net/ph8r57dk1q9w/4mFNsUyFV9X2NiJwzMyLVm/f17ebe5d90b4651971a229673dec694c/UltimateGuideInstagramforBusinessImage16_97df39065fe0c7e994657abc1b595241.png) With the Instagram App Inbox, businesses can [set up four FAQs](https://respond.io/blog/quick-reply-instagram-examples#toc-mobile-0) to help customers find the answers to their questions without getting an agent involved and [Quick Replies](https://respond.io/blog/quick-reply-instagram-examples#toc-mobile-0) to send canned responses to customers quickly. ![Icons%20showing%20Instagram%20Message%20Inbox%20features%20FAQs%20for%20automated%20responses%20and%20Quick%20Replies%20for%20agents%20to%20respond%20to%20customer%20queries%20efficiently.](https://images.ctfassets.net/ph8r57dk1q9w/1WewPt1oRbGtkQlVM8Znfi/2a5909515d83ff96c93a863e2c575eee/UltimateGuideInstagramforBusinessImage11_21a1946e72073cda0cfeafbc2713165d.png) These are the only messaging features you can get from the Instagram App Inbox. For more features, use the Meta Business Suite Inbox. #### Meta Business Suite Inbox Small to medium businesses or businesses receiving low to mid-volume messages daily can use the [Meta Business Suite](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-2). All you need to access this inbox is to [connect your Instagram Business Account to Facebook](https://respond.io/blog/instagram-business-chat#toc-mobile-12). ![Image%20showing%20why%20Meta%20Business%20Suite%20is%20ideal%20for%20small%20to%20medium%20businesses%20with%20low%20to%20mid%20message%20volumes.%20Connect%20an%20Instagram%20Business%20Account%20to%20Facebook%20to%20access%20Instagram%20DMs%20in%20the%20suite.](https://images.ctfassets.net/ph8r57dk1q9w/5uwOmfpjJAqZ8mtRh08b4t/55c9b95410ad7b772cc6b8ee81f0f263/UltimateGuideInstagramforBusinessImage12_78b09b329b3c80cb86ce5c3c813409a4.png) Once connected, you will receive your Instagram DM messages in the Meta Business Suite. ##### Meta Business Suite Inbox: Messaging Rules and Features Similar to Instagram App Inbox, businesses can reply to followers who message them anytime on Meta Business Suite. However, they cannot start a new conversation with anyone on Meta Business Suite. The only way to start a new conversation is by using the Instagram App. Once you’ve messaged an Instagram user using the app, it will be reflected in your Meta Business Suite and you can continue the conversation from there. ![Image%20showing%20Instagram%20business%20chat%3A%20Meta%20Business%20Suite%20Inbox%20messaging%20rules](https://images.ctfassets.net/ph8r57dk1q9w/2kOplijkGD79xDyMh4mwNU/b16c11fa4e68229594b0c3ba34a40295/UltimateGuideInstagramforBusinessImage17_f9f3355c6cc11a7ea8f93ce8f3716cd4.png) Meta Business Suite comes with [additional tools](https://www.facebook.com/business/help/669299346877371) such as labels and agent assignments to organize contacts and conversations. Similar to the Instagram Message Inbox, businesses can set up up to four automated FAQs on the Meta Business Suite. ![Image%20showing%20Meta%20Business%20Suite%20Inbox%20features%20that%20includes%20labels%2C%20agent%20assignments%2C%20auto%20replies%2C%20keyword-based%20automation%2C%20FAQs%2C%20and%20the%20ability%20to%20manage%20Instagram%20comments%20directly%20from%20the%20inbox.](https://images.ctfassets.net/ph8r57dk1q9w/5KVSJoijqbzsxEACe4MMPV/e048a7fb4b8468876a668562f76507aa/UltimateGuideInstagramforBusinessImage13_c9e4d305dd2b3d7018c2a0f92e4a0081.png) Businesses can also set up simple [Instagram auto replies](https://respond.io/blog/instagram-auto-reply) like welcome and away messages, choose [ready-made auto reply templates](https://www.facebook.com/business/help/395965998733706) or [build simple custom automation based on keywords](https://www.facebook.com/business/help/318238182723007?id=916550222172854). If the features that Meta Business Suite provides are not adequate for your messaging needs, you’ll need the Instagram Direct Message API. #### Instagram Direct Message API SMEs and enterprises that receive high volumes of messages and need advanced automation can use the [Instagram Direct Message API](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-3). However, because it is just an API, it does not have an interface and must be connected to a business messaging inbox like respond.io. ![Image%20depicting%20Instagram%20business%20chat%3A%20Instagram%20Direct%20Message%20API](https://images.ctfassets.net/ph8r57dk1q9w/5hGOaQgTuOURUuKpn9Whpg/0022614db4d96b98e26817124a5cf956/UltimateGuideInstagramforBusinessImage14_d1ba4bf9c09e1cb08039406b220ed5a2.png) What you can do with the API depends heavily on the software you choose to connect it with. With respond.io, you can [automate conversations](https://respond.io/blog/instagram-customer-service#toc-mobile-8), [monitor agent performance](https://respond.io/blog/instagram-customer-service#toc-mobile-11), [integrate your CRMs](https://respond.io/blog/instagram-crm) and more. ##### Instagram Direct Message API Messaging Rules and Features To encourage fast replies, Meta imposes a 24-hour messaging window that requires businesses to reply to customers within that time. While this rule is great for customers, it can be inconvenient for businesses that are closed during the weekends as messages can go unnoticed. Fortunately, with respond.io, businesses can get a 7-day messaging window with the [Human Agent Tag](https://respond.io/blog/facebook-business-chat#toc-mobile-10) instead of 24 hours by default. Unlike [Facebook Messenger](https://respond.io/blog/facebook-business-chat#toc-mobile-10), there are no other Tags available to restart a conversation via 1:1 chats or broadcasts with the API. ![Image%20showing%20Instagram%20business%20chat%3A%20Instagram%20Direct%20Message%20API%20messaging%20rules.%20Instagram%20DM%20API%20rules%3A%20Provide%20human%20escalation%20paths%20like%20agent%20handoff%20or%20follow-ups.%20Respond%20within%20Meta%27s%2024-hour%20messaging%20window%20to%20avoid%20losing%20reply%20access.](https://images.ctfassets.net/ph8r57dk1q9w/6zO80Hg9KOoi1ZbZ8sEXGl/b55d6ecf280c0768e65dc8e8f1e69438/UltimateGuideInstagramforBusinessImage08_eb08e5a750cbf970e1253f0da7df533e.png) Besides that, Meta requires businesses to provide an [escalation path to a human agent](https://respond.io/blog/whatsapp-business-api#toc-mobile-12). Some acceptable methods include enabling human agent handoff, leaving a phone number, following up via emails and prompting in-store visits. The Instagram DM API has [features](https://developers.facebook.com/docs/messenger-platform/instagram/features/) like receiving Instagram Story mentions, replying privately to Instagram post comments, getting customers to message you via ig.me link and more. We’ll explain more about this [later](https://respond.io/blog/instagram-business-chat#toc-mobile-16). Now that you understand everything about the types of messaging inboxes, we’ll show you how to create a Business Account and connect it to a messaging inbox. ### Instagram for Business: How to Create an Account If you've decided that Instagram is for you, it's quite easy to get started. In this section, we’ll show you step-by-step how to create an Instagram Business Account and how to connect it to Facebook and respond.io. #### How to Create an Instagram Business Account First, you need to [create an Instagram account](https://help.instagram.com/155940534568753) through the Instagram App or via [instagram.com](http://instagram.com/) on a desktop. Click the *Sign-Up* button on the main page. Then, follow the steps below. 1\. **Fill in** your email address, full name, desired username and password. ![Image%20showing%20where%20to%20fill%20in%20your%20email%20address%2C%20full%20name%2C%20desired%20username%20and%20password.%20](https://images.ctfassets.net/ph8r57dk1q9w/4efUf7qicGnvlaxMwgInkO/1b4c15036b37682e9230ee30ea24dcab/InstagramSignUpPage_22fcca3f7e7bd3b0b97dda7e927fb4bc.png) **2\. Enter** a birthdate. This is to ensure no underage users are registering for an account. The date will not be shown on your public profile. ![%20Enter%20a%20birthdate.%20This%20is%20to%20ensure%20no%20underage%20users%20are%20registering%20for%20an%20account.%20The%20date%20will%20not%20be%20shown%20on%20your%20public%20profile.](https://images.ctfassets.net/ph8r57dk1q9w/37BDmjo3lXFaYDmvGUUnP3/608f0ba1d7c2770cf589c23d201e7a68/ScreenShot2021-06-22at2_03_29PM_bb9a4d5e1618b606f5d480eea16136d8.png) **3\. Enter** the confirmation code sent to your registered email address; now you have an Instagram account. ![Enter%20the%20confirmation%20code%20sent%20to%20your%20registered%20email%20address%3B%20now%20you%20have%20an%20Instagram%20Account.%20](https://images.ctfassets.net/ph8r57dk1q9w/20Lu2JyS37N8r3jARknc9z/a8c2afc5a056153756d8965e5de4f494/Enterconfirmationcodesenttoemail_b5bce1c3907a4f07e28edcdd03aea99b.png) By default, the account created will be a Personal Account. You’ll need to change it to a Business Account. **4\. Go** to Settings and click *Switch to Professional Account*. ![Go%20to%20Settings%20and%20click%20Switch%20to%20Professional%20Account.%20](https://images.ctfassets.net/ph8r57dk1q9w/2Rst54UUKccJSziNttEzvV/340b2ea194e88fcffeb5db1f2d11ff65/Accountsettings_57a11f0c3124a69836098d4a6089797b.png) **5\. Choose** Business and click *Next*. ![Choose%20Business%20and%20click%20Next.%20](https://images.ctfassets.net/ph8r57dk1q9w/IAeEh4RgEHByT5IQF4Jc3/7322e2dac7257871c67508bf3e8e8f72/Chooseaccounttype-businessorcreator_4df22c0e424946a3d9854ac6997b9ef7.png) **6\. Select** the relevant business category and click *Done*. ![Select%20Business%20Category%20and%20click%20Done.](https://images.ctfassets.net/ph8r57dk1q9w/69ofFy3ItHsdRXsf1okqKT/e87383200e4b0c90a022baf8fb4a6a0e/SelectaCategory_b8d1111782054ea4ae434e65342c0b0d.png) **7\. Review** the contact information and click *Save*. ![Review%20the%20Contact%20Information%20and%20click%20Save.](https://images.ctfassets.net/ph8r57dk1q9w/6pX4sA3twB8sCd5PzEs544/adfbb9a30258ca6f4065fd92dbdf0595/Reviewyourcontactinfo_cc80973d5000dacf83eaec0acc31e979.png) **8\. Click** *Done***.** And just like that, your Instagram Business Account is ready. ![Click%20Done.%20And%20just%20like%20that%2C%20your%20Instagram%20Business%20Account%20is%20ready.%20](https://images.ctfassets.net/ph8r57dk1q9w/6oVMYlD1PADGZtMTDd5fME/b9c941ca7652dbbf509ae7d090ce3d46/YourIGbusinessaccountisready_75e65279fd037cc1bf66032a945b7cce.png) If you’re using a Personal Account for business, convert it to a Business Account by following the same steps from Step 4 onwards. To get full access to Instagram Business features, businesses are recommended to [connect their Instagram to Meta Business Suite](https://help.instagram.com/402748553849926). We’ll show you how below. #### Connect Instagram Business Account to Facebook To connect your Instagram Business Account to your business’s Facebook Page, you must ensure that you are an admin of the Facebook Page. First, go to the [Facebook Page Settings](https://www.facebook.com/settings?tab=linked_instagram) > Linked Accounts > Instagram and click *Connect Instagram****.*** Then, follow the rest of the instructions on-screen. Make sure to *allow access to Instagram messages* when choosing your Instagram message settings to connect your Instagram account to Meta Business Suite automatically. ![GIF%20showing%20how%20to%20connect%20Instagram%20to%20Facebook%20Page.%20Connect%20your%20Instagram%20Business%20Account%20to%20Facebook%20by%20linking%20it%20in%20Page%20Settings%20under%20Linked%20Accounts%20%3E%20Instagram.%20Admin%20access%20is%20required.](https://images.ctfassets.net/ph8r57dk1q9w/6NQJYw49IPCO7FooywTXAR/8ee16d6bc0fd02066c66797ae330ba9f/Untitleddesign_583ecd42c8ef88ee5651443d6dc6fee6.gif) Now that your Instagram Business Account is linked to its relevant Facebook Page and Meta Business Suite, let’s look at how to connect Instagram to respond.io to use Instagram DM API. #### Connect Instagram Direct Message API to Respond.io First, you need to ensure that your account meets the following requirements: - Your account is an Instagram Business Account or Creator Account. - The Instagram Business Account is connected to a Facebook Page and Meta Business Suite. - You have enabled Allow Access to Messages in the account settings. Once the requirements are met, you can [connect your Instagram DM API to respond.io](https://help.respond.io/channels/instagram#connecting_instagram) and use [Instagram with multiple users](https://respond.io/blog/instagram-business-account-multiple-users) for [marketing](https://respond.io/blog/click-to-instagram-direct-ads), [sales](https://respond.io/blog/how-to-sell-on-instagram-dm) and [support](https://respond.io/blog/instagram-customer-service). Now, let’s take a look at some best practices that you can benefit from when using Instagram. ### Instagram for Business: Best Practices There are many ways for businesses to use Instagram effectively. Here, we’ll talk about getting an [Instagram Verified Badge](https://respond.io/blog/how-to-get-verified-on-instagram), how to help customers find you and how to start an Instagram business chat. #### Instagram Verified Badge A Verified Badge helps Instagram users find authentic accounts of public figures, celebrities and brands. This can be beneficial to large businesses, popular brands or public figures who are susceptible to having their accounts forged or duplicated. ![Icons%20for%20Instagram%20Verified%20Badge%27s%20Requirements.%20Instagram%20Verified%20Badge%20ensures%20account%20authenticity%20for%20public%20figures%2C%20celebrities%2C%20and%20brands.%20Accounts%20must%20be%20authentic%2C%20notable%2C%20unique%2C%20and%20adhere%20to%20Instagram%27s%20guidelines.](https://images.ctfassets.net/ph8r57dk1q9w/3GJvBIt6326gshSvR16HgS/bc3764f6263e16e4a66e511bb6a5eaea/UltimateGuideInstagramforBusinessImage04_76245126e9032a914900f1563b0e2353.png) [To qualify for the Verified Badge,](https://help.instagram.com/312685272613322/?helpref=related_articles) the brand needs to be authentic, notable, unique, complete and public. While the account must represent a well-known, highly searched-for person, brand or entity, there is no specified number of followers or posts to qualify for verification. Note that requesting verification does not guarantee that your account will be given the Verified Badge. That said, let’s look at how to apply for it. ##### How to Get Verified on Instagram The application for a verified account can only be done via the Instagram App. Simply go to Settings > Account > Request Verification. ![This%20image%20shows%20the%20steps%20to%20apply%20for%20an%20Instagram%20Verified%20Badge%20or%20how%20to%20verify%20your%20Instagram%20account.](https://images.ctfassets.net/ph8r57dk1q9w/6imaKdLOX3t3eIrQG2vVol/6a9cc1bbb5671fb7088ef2fe9aca9a52/NewProject100_f08f309b3ce3fa8a51e6e03193bdda11.png) Enter your full name and provide the required form of identification such as a government-issued photo ID or official business documents. Then, follow the on-screen instructions to complete the process. However, getting a verified badge on Instagram this way isn't the only option. You could also consider [Meta Verified](https://www.facebook.com/business/tools/meta-verified-for-business), a monthly subscription plan that provides a verified badge, account support, enhanced security and more and comes in multiple pricing tiers. Next, we'll look at the different ways customers can find you on Instagram. #### Instagram Business Chat: Help Customers Find You Instagram offers several ways to help customers find you on the app. This includes paid methods like click-to-chat ads and free methods like in-app search, profile link and QR code, chat link and social posts. ![Image%20showing%20icons%20on%20Instagram%20business%20chat%3A%20How%20customers%20find%20you.%20DM%20a%20business%20on%20Instagram%20using%20in-app%20search%2C%20profile%20links%2C%20QR%20codes%2C%20chat%20links%2C%20click-to-chat%20ads%2C%20or%20Instagram%20posts.](https://images.ctfassets.net/ph8r57dk1q9w/6URTmFYUSa62H6jvEC7BOT/1d9c62ec5583f676ec3aafa20a9b84f3/UltimateGuideInstagramforBusinessImage15_be0f5a0e6c2734ac2d06f0e28d3fbb07.png) We’ll discuss how you can use each of these methods effectively below. ##### Instagram In-App Search The simplest free method for customers to find and reach your business on Instagram is through the in-app search. Customers can easily search for your Instagram Business Account using your username or profile name. ![Image%20showing%20finding%20an%20Instagram%20Business%20Account%20via%20In-App%20Search.%20The%20easiest%20way%20for%20customers%20to%20find%20your%20Instagram%20Business%20Account%20is%20through%20In-App%20Search%20by%20username%20or%20profile%20name.](https://images.ctfassets.net/ph8r57dk1q9w/5KVfqImFlZYcnMCWRkdPKK/5e4008be517f1b64f6feb45868373ebb/ScreenShot2021-06-22at5_41_31PM_7ceced14c9db84dd8bac16ed23775d4c.png) Searching for a username is more reliable compared to a profile name because all accounts have a unique username. To help people find your business easily, choose a username that is similar to your business's actual name. ##### Instagram Profile Link, QR Code, Chat Link and Click-to-chat Ads To help new users find your account, you can share your [Instagram profile link and QR code](https://help.respond.io/workspace-settings/channels#generating_scannable_code) to direct them to your profile. Share the link online and place the QR code in both digital spaces and physical locations with high foot traffic. ![Image%20showing%20icons%20of%20Instagram%20profile%20link%2C%20QR%20code%20and%20chat%20link.%20Guide%20users%20to%20your%20Instagram%20profile%20with%20links%20and%20QR%20codes%2C%20or%20use%20ig.me%20chat%20links%20and%20click-to-chat%20ads%20for%20targeted%20inbox%20engagement.](https://images.ctfassets.net/ph8r57dk1q9w/6XzzXPQZrbM5tCyKP2v9wj/e3dfd39e9ed2d0a028db7f3b7ec8e0dc/UltimateGuideInstagramforBusinessImage06_6f971f5e0b10506753b6722497833949.png) To direct prospects to your inbox, you can use the ig.me [chat link](https://developers.facebook.com/docs/messenger-platform/instagram/features/ig-me-links/). While this feature is fairly new, the only way to get an ig.me link is by using the *https://ig.me/m/USERNAME* format. If your Instagram username is *grub\_n\_go\_delivery*, your ig.me link will be *https://ig.me/m/grub\_n\_go\_delivery*. You can also [set up ads](https://respond.io/blog/click-to-instagram-direct-ads), including [Instagram click-to-chat ads](https://www.youtube.com/watch?v=3VT2AIZ31fk&feature=youtu.be) to direct people to your Instagram inbox. While this is a paid method, it is more reliable than Instagram posts that rely on Instagram's algorithm as you can build your target audience based on their demographics, location and interests. ##### Instagram Posts Increasing customer engagement through social posts is free and effective as you can reach both followers and non-followers. To reach non-followers, use strategies that will land your posts on the Explore page or suggested posts on Instagram users’ Feeds. ![Image%20showing%20how%20to%20increase%20Instagram%20post%20visibility%3A%20Use%20hashtags%20on%20Instagram%20posts.](https://images.ctfassets.net/ph8r57dk1q9w/1Q31q4lr5fqeXYp6NFAA2L/e62a1eda4828a04894650067bb587be6/0001-413597955111_320b9f442265d53336d8fed1fbc1e3ca.png) For instance, you can use hashtags to describe your posts, use popular music for your Instagram Reels, create fun effects and more. ![Image%20showing%20how%20to%20increase%20Instagram%20post%20visibility%3A%20Create%20fun%20effects%20like%20filters%20for%20Instagram%20users%20to%20find%20you.%20](https://images.ctfassets.net/ph8r57dk1q9w/3qjszLmerTB0YPAl2p5JjU/c928d82353d28cb02e874f6e490c155b/0002-417999597552_1caa8a10f07229ea3eb081a06ff885eb.png) For your followers, publish content that resonates with them on your Instagram Feed, Stories and Reels regularly. This way, you can connect with your audience, showcase your product and services in a unique way and encourage them to engage with you. Once engage by leaving a comment or mentioning you in their Story, you can immediately start a conversation with them. #### Instagram Business Chat: 1:1 Messaging Instagram provides a few ways for businesses to communicate 1:1 with customers. For example, if an Instagram user leaves a comment on your Instagram posts, you can [respond to their comments via direct message](https://developers.facebook.com/docs/messenger-platform/instagram/features/private-replies/) to start a conversation. ![Image%20showing%20Instagram%20business%20chat%3A%20Private%20reply%20to%20Instagram%20comments.%20](https://images.ctfassets.net/ph8r57dk1q9w/mn7odAJq2n8IIa2Lyvxm4/b3a964949b494281f7a29794cd341869/0003-417999597553_80c95e94a2e7f90c4187e4e0420f71d3.png) In cases where followers repost your Stories and tag you or mention you in their Stories, you can drop a follow-up message privately as Story mentions automatically reflect in your inbox. You can also message Instagram users who have viewed your Story. ![Image%20of%20Instagram%20business%20messages%3A%20Using%20Instagram%20Stories%20to%20chat%20with%20customers.%20How%20to%20use%20Instagram%20DM%20for%20business%3A%20Reply%20to%20story%20mentions%20and%20message%20customers%20who%20view%20your%20story%20to%20engage%20directly.](https://images.ctfassets.net/ph8r57dk1q9w/7DE9qGRFNxuAWZQ1qXTEOt/7d5e862a53cacc0fa5b4e80ae7976fe0/0005-417999597555_e86b4bb338ed8b851958b67cd7ac91af.png) In addition, when you publish a post, Instagram users can click on the paper plane icon to share your post or send a message directly to your inbox. If they use this feature to message you, you’ll know the exact post or content that piqued their interest. ![Image%20of%20Instagram%20Messaging%20for%20business%3A%20Paper%20plane%20icon.%20Instagram%20Direct%20Message%20for%20business%3A%20Customers%20can%20start%20a%20chat%20by%20clicking%20the%20paper%20plane%20icon%20under%20a%20post%20and%20selecting%20the%20reply%20option.](https://images.ctfassets.net/ph8r57dk1q9w/5xGNef70KKtdxs4kA3mihC/3d97b40f06373444c52d009ef1c090e4/0004-417999597554_f873873f451e117e718cb54a28b3ac7e.png) You’ve made it to the end! By now, you should have an idea of which Instagram direct message inbox is best for your business for [marketing](https://respond.io/blog/click-to-instagram-direct-ads), [sales](https://respond.io/blog/how-to-sell-on-instagram-dm) and [support](https://respond.io/blog/instagram-customer-service). To summarize, if you’re a small business, you’ll want to use the Instagram App Inbox; if you’re a mid-sized business, use Meta Business Suite; and finally, large businesses can use the Instagram DM API connected to respond.io. Unsure which solution is for you? [Contact our support team](https://respond.io/contact). ### Further Reading We hope this article was beneficial to you. Here are some more articles to help you use Instagram DM for business. - The Practical Guide to Click to Instagram Direct Ads - A Guide to Customer Service for Instagram - How to Sell on Instagram DM ## [Instagram CRM: A How-to Guide to CRM for Instagram](https:/respond.io/blog/instagram-crm) Looking for an Instagram CRM or a CRM for Instagram? This blog is for you! We'll explain everything you need to know to start using a CRM Instagram. With an estimated one billion active users on Instagram, you are probably here to find out more about a CRM with Instagram integration or to integrate Instagram with your existing CRM. In this first-hand guide, we’ll cover everything you need to know about getting an Instagram CRM is and what you need to know before getting an Instagram CRM integration. We will also explain why you need an AI-powered customer conversation management software like respond.io and how you can use it for Instagram CRM for marketing, sales and support. ### What is Instagram CRM? Instagram CRM is the integration between an [Instagram Direct Message API](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-3) and a CRM. Businesses usually look for an Instagram CRM because they want to receive and respond to Instagram messages within their CRM. While it is possible, not all CRMs support native Instagram integrations and most of them rely on third-party integrations. This is because CRMs were originally built with email as the main communication channel in mind instead of instant messaging. Next, Let’s find out how Instagram CRM might benefit your business. ### Benefits of Using Instagram CRMs A good Instagram CRM like respond.io unlocks the full potential of your Instagram Business Account. With an Instagram CRM, you can: - Use Instagram Business Account with multiple users - Send Instagram broadcasts - Get leads from Instagram click-to-chat ads - Qualify leads automatically - Route and assign chats to the right agent automatically - Track important metrics and get valuable insights into the performance your agents - Better customer service as businesses can provide personalized messages and swiftly addressing customers issues And that’s not all - a business messaging inbox like [respond.io can help you achieve so much more](https://respond.io/blog/respondio-alternatives#toc-mobile-1). Before you get Instagram CRM integration, here are a few things you should know. ### Getting an Instagram CRM: What You Need to Know Before integrating Instagram to your CRM, you need to understand the Instagram Business account and the types of integrations CRMs support. #### Instagram Business Accounts [Instagram only has one business account](https://respond.io/blog/instagram-business-chat). With this account, businesses can chat with customers via [Instagram Message Inbox](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-1), [Facebook Business Suite](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-2) and [Instagram DM API](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-3). The [Instagram Message Inbox](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-1) is sufficient for solopreneurs and micro-businesses and [Facebook Business Suite](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-2) for small to medium businesses receiving low to mid-volume messages daily. Instagram DM API was designed for SMEs and enterprises that need to receive, reply to and keep track of high volumes of messages, automate conversations, monitor agent performance and more. | | Instagram Message Inbox | Facebook Business Suite | Instagram DM API | | --- | --- | --- | --- | | Best For | Solopreneurs & Micro-businesses | Small to Medium Businesses | Medium to Large Businesses | | Message Volume | Low Volume | Low to Mid Volume | High Volume | | Supports Integration | No | No | Yes | If you want to integrate Instagram with a CRM, you’ll need Instagram DM API. The integration only works with a business account, not with a personal or creator account. Note that the Instagram DM API is just an API, so it does not have an interface. To use it, you need to connect your Instagram DM API to a CRM or business messaging inbox like respond.io. #### Integrating Instagram with a CRM How you choose to integrate your CRM with Instagram depends entirely on your business needs and your current CRM. Most CRMs provide Instagram integration either natively or through third-party integrations. While some CRMs have native integration, they fail to use Instagram DM API to its full potential. They only provide basic functionalities to send and receive Instagram messages with limited chat features, like auto reply and quick reply. These features might be sufficient for some businesses. However, with messaging being fast-paced in nature, businesses that receive high volumes of messages need advanced automation, like chat routing, auto-assignment and more. This can only be acquired from a business messaging inbox built for messaging, not a CRM that provides Instagram integration as an afterthought. ![Image%20depicting%20the%20different%20types%20of%20Instagram%20CRM%20integration%20options%20you%20can%20opt-for%3A%20native%20integration%20and%20third-party%20integration%20with%20Instagram%20DM.](https://images.ctfassets.net/ph8r57dk1q9w/16sCWNbamB8mjeIOmCQdVs/55f75d34edf92efc63a3e9b0f1c6547c/InstagramCRMImage02_1b32f2dac2cb666722e9b98c0db95c8b.png) Besides that, the native integration provided by CRMs limits the Instagram DM API integration to a single CRM. If a business has multiple CRMs and wants to integrate Instagram DM API with them, it will be unable to do so. Fortunately, most CRMs, even those with native Instagram integration, allow third-party integrations. ##### CRM Apps Integrated with Instagram Here’s a list of CRMs that allow third-party integrations with Instagram DM API: - Respond.io - Trengo - Sleekflow - MessageBird If you looking to use Instagram DM API to its full potential and integrate multiple CRMs with it, you’ll need a [central business messaging inbox](https://respond.io/blog/best-instagram-chatbots) built specifically for messaging like respond.io. Specially designed for messaging, respond.io is a versatile [AI-powered customer conversation management software](https://respond.io/blog/conversational-ai-platform). It has the best platform reliability and customer service availability among all Instagram CRMs on the market. This ensures uninterrupted business operations and access to excellent support whenever you need it. Respond.io also supports omnichannel messaging, allowing you to use [popular messaging apps](https://respond.io/blog/top-messaging-apps) like Instagram along with traditional channels like email and webchat. Plus, respond.io supports Instagram features like setting up automated FAQs, [Instagram Story replies](https://respond.io/blog/july-2021-release-instagram-messaging-api-reports-v2#toc-mobile-0), rich media content and read receipt status. Plus, it integrates seamlessly with almost any type of CRM. Let’s look at how to integrate any CRM with respond.io to use Instagram. #### Integrate your CRM with Respond.io to use Instagram Before integrating your CRM with Instagram on respond.io, you need to: - Enable Allow Access to Messages in the Instagram account settings. - Connect Instagram to Facebook Business Page. - Connect your Instagram to respond.io. After connecting your Instagram to respond.io, create a new [Workflow](https://help.respond.io/workflows/workflows-overview). Then, [add the HTTP Request Step](https://help.respond.io/l/en/workflows/workflow-steps#add_a_step) in your Workflow to connect any CRM with Instagram on respond.io. By doing so, you can exchange information with your existing CRM while messaging customers on respond.io. You can qualify sales leads, retrieve updated contact profiles or create deals and tickets on external CRMs without having to go back and forth between your CRM and the respond.io inbox to reply to Instagram messages. Let's look at how you can use respond.io for Instagram for marketing, sales and support. ### Using Respond.io for Marketing, Sales & Support Now that you have all the information you need, here’s how respond.io can benefit your marketing, sales and support. #### Instagram DM CRM for Marketing: Direct Prospects to Your Instagram Profile and Inbox Businesses are not allowed to initiate conversations with customers on Instagram. However, you can encourage inbound conversations with an Instagram [chat link](https://developers.facebook.com/docs/messenger-platform/instagram/features/ig-me-links/), [profile link and QR code](https://help.respond.io/quick-start/getting-contacts-to-message-you) and [click to Instagram Direct Ads](https://respond.io/blog/click-to-instagram-direct-ads). Businesses can paste their Instagram profile QR code on their website or physical store and embed the chat link and profile link on a range of digital mediums. Instead of directing prospects who click on your ads to fill up a contact form, direct them to your Instagram inbox while their interest in your product ads is still at its peak. ![Image%20depicting%20CRM%20IG%3A%20Example%20of%20a%20pre-chat%20survey%20Workflow.%20Respond.io%20CRM%20Instagram%20integration%20boosts%20inbound%20conversations%20with%20Instagram%20links%2C%20QR%20codes%2C%20and%20click-to-Direct%20Ads.%20Use%20pre-chat%20surveys%20to%20collect%20customer%20info%20and%20identify%20leads.](https://images.ctfassets.net/ph8r57dk1q9w/5ZQqlo7ldi4nXrzHS52t8V/b6eb3e79dfccb7e198eb4b743c21acbd/image_253e90ba16b018eace9c6c2e3f0ba118.png) Similar to a contact form, you can use respond.io to [collect basic customer information by sending a pre-chat survey](https://respond.io/blog/pre-chat-survey#toc-mobile-2). This will help you identify if this is a new or existing lead. If they are an existing contact and have previously messaged you on another channel, you can [merge their contact information](https://respond.io/blog/merge-contacts) to get a comprehensive view of their interactions with your business. Additionally, you can exchange and update their contact information on your CRM. ![Image%20showing%20the%20best%20CRM%20for%20Instagram%3A%20Example%20of%20Instagram%20Story%20reply%20on%20respond.io.%20Encourage%20inbound%20conversations%20on%20Instagram%20with%20promo%20deals%20and%20CTAs%20in%20Stories%20or%20captions.](https://images.ctfassets.net/ph8r57dk1q9w/7G6XXQkUAvfd8119ckvJ6k/eccd5309de168f754d518c84fbdc16d1/0002-352897546002_b9ff392f25c72dd27253f1a62453dc17.png) While setting up ads has its costs, businesses can encourage inbound conversations in a budget-friendly way. They can post promo deals on their Instagram Story and get prospects to reply to the story. If you want to post the promotion on your feed, add a CTA in your caption and share the post on your Instagram Story to get followers to message you directly. #### Instagram DM CRM for Sales: Shorten Sales Cycle Integrating a sales CRM with respond.io enables you to seamlessly exchange data between both platforms. You can qualify leads on data activation platforms like Clearbit and [create deals in a sales CRM like Salesforce or Hubspot in just one click.](https://respond.io/blog/pre-chat-survey#toc-mobile-2) This way, agents are saved from the trouble of switching back and forth between respond.io and other platforms to carry out sales-related tasks while conversing with a customer. ![CRM%20IG%3A%20Example%20of%20lead%20qualifying%20Workflow.%20Instagram%20DM%20CRM%3A%20Integrate%20respond.io%20with%20sales%20CRMs%20like%20Salesforce%20or%20HubSpot%20for%20seamless%20data%20exchange%2C%20automated%20lead%20qualification%2C%20and%20task%20routing%20using%20Workflows.%20](https://images.ctfassets.net/ph8r57dk1q9w/6qZSGnzqkDaKw1Fv1uK3J4/a15ab66579bbaa83200d15853cf3192b/WhatsAppCRM4_5ec3ac7827327cd4b0091c985985bf0a.png) Automating a sales cycle allows businesses to eliminate manual sales tasks like lead qualifying and task assignments. For instance, you can use respond.io Workflows to send [qualifying questions](https://respond.io/blog/question-bot) when leads message you to determine the sales funnel a lead fall into and [route qualified leads](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) to the right sales team. Additionally, they can even have an [AI Agent](https://help.respond.io/workflows/step-respond-with-ai) to serve as the initial responder to handle routine lead inquiries. Managers are free to implement their [auto assignment logic](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-5) like distributing leads equally among the sales team or to a salesperson with the least amount of active conversations. They can also assign existing customers to their dedicated salesperson automatically. As agents will have to communicate with customers from different backgrounds, they can use [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) to refine messages for clarity, translate them to overcome language barriers and more so their message is communicated effectively. You can also use this feature for Instagram customer support. #### Instagram DM CRM for Support: Improve Customer Support Quality Respond.io’s [Workflow automation](https://respond.io/blog/inbound-conversations) saves agents’ time from performing repetitive tasks like answering FAQ or asking customers the same questions to get the context of their issue and more. The automation will handle tasks like providing answers to FAQs, [sending multiple-choice questions](https://respond.io/blog/question-bot#toc-mobile-6) to help customers communicate what they want clearly and sending [pre-chat surveys](https://respond.io/blog/pre-chat-survey) to [route](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assign customers](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) accurately. Similar to the AI Agent’s capabilities mentioned in the sales use case above, businesses can use AI to handle routine inquiries, automate internal comments and escalate complex or sensitive issues to human agents. This way, only critical issues will be passed to agents, who can utilize their time and resources to provide quality support. This way, agents can direct their time and resources to critical issues to provide quality support. To ease agents' workload further, tools like [AI Assist](https://help.respond.io/messages/using-ai-assist) provide agents with quick access to relevant information from knowledge bases or existing resources. This allows them to respond quickly and accurately to customer inquiries, enhancing response times and contributing to a more satisfying customer experience. ![Image%20showing%20example%20of%20Workflow%20on%20respond.io.%20Respond.io%20Workflow%20automation%20handles%20FAQs%2C%20pre-chat%20surveys%2C%20and%20routing%2C%20saving%20agents%20time%20for%20critical%20issues%20and%20improving%20support%20quality.](https://images.ctfassets.net/ph8r57dk1q9w/58zJ7BVWClrRZR2spnNleK/ee469fa262331d213c9bcda8d8c9ddbe/WhatsAppCRM_24e3e9ab326a0eb92b22f1583d015350.png) If an agent cannot solve an issue, they can collaborate on the respond.io platform for [support escalation](https://respond.io/blog/escalation-management) by adding a comment to describe the case or providing background information to another agent. Agents can also create support tickets on external CRM platforms like Zendesk and Zoho while chatting with customers, with just a click of a button. To measure the success and quality of a company’s customer support, businesses can [send a customer satisfaction (CSAT) survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8). #### Instagram DM CRM for Managers: Track Team Performance Through respond.io’s advanced [Reports and Analytics Module](https://help.respond.io/support-use-case/reporting-for-support), managers can monitor individual or team performance effortlessly. ![Image%20showing%20CRM%20IG%3A%20respond.io%20report%20and%20analytics%20module.%20Measure%20customer%20support%20success%20with%20CSAT%20surveys%20and%20analytics.%20Try%20respond.io%20for%20Instagram%20DM%20CRM%20integration%20with%20any%20CRM%20type.](https://images.ctfassets.net/ph8r57dk1q9w/1lonFt3fjRziqw4Nv4j3aA/4be5cd12364a054f758599a4fd5d6aad/FacebookMessengerCSblog_effc72cff2c2089bf6f14a0039b25fa4.png) Additionally, managers can review conversations with high-value customers using a [custom inbox](https://help.respond.io/messages/custom-inbox). This ensures excellent customer experience and helps cultivate customer loyalty. #### Instagram DM CRM for Teams: Simplify Team Collaboration With respond.io’s team inbox, collaborating with colleagues is a breeze. Using [internal comments](https://help.respond.io/contacts/contact-activity#comments), agents can leave notes about a Contact for follow-ups. Agents may also tag their teammates or [escalate complex cases](https://respond.io/blog/escalation-management). And that's how you can use respond.io for different use cases. The best part is that you can carry out all your tasks anywhere with the [respond.io mobile app](https://respond.io/blog/instagram-customer-service#toc-mobile-12). We hope you found this first-hand guide to Instagram CRM helpful. Sounds interesting? [Sign up for our free trial](https://app.respond.io/user/register) and boost your customer relationships across messaging channels! ### Further Reading We hope this article was beneficial to you. Here are some articles to help you kickstart your Instagram marketing, sales and support journey with respond.io - The Practical Guide to Click to Instagram Direct Ads - A Guide to Customer Service for Instagram - How to Sell on Instagram DM ## [Instagram Customer Service: A Guide to Customer Service for Instagram](https:/respond.io/blog/instagram-customer-service) Customer service for Instagram is easy when you have the right tools. Learn how to give first-class support with our Instagram customer service guide. Are your customers Instagram users? If the answer is yes, why not use the platform to help them with their inquiries? In this article, you’ll learn all you need to know to deliver excellent customer service for Instagram audiences. We’ll also introduce you to some respond.io features that will elevate your Instagram customer service to the next level. ### Instagram Customer Service vs Traditional Channels Over the years, companies have been doing customer support via traditional channels like email, web chat or phone calls. Unfortunately, these channels come with important limitations, which we will discuss below. #### Limitations of Traditional Channels With traditional support channels, conversation traceability is not possible, as these don’t give agents a general view of customers’ chat history. For instance, phone calls don’t leave a transcript that agents can refer to later. When it comes to web chat support, agents can’t trace customers once they abandon the website. Because of that, customer identification becomes a problem, causing support agents to ask for the same information when the same customer reaches out again. Support over email tends to result in scattered conversations caused by simple mishaps — customers sending inquiries from different emails, or an agent forgetting to CC another decision-maker. The result: longer resolution times. ![This%20image%20shows%20the%20limitations%20of%20traditional%20support%20channels%20when%20compared%20to%20customer%20service%20Instagram%20limitations](https://images.ctfassets.net/ph8r57dk1q9w/4hzQ7HXf56jG6jsDSPLAcQ/c87cd565474a24befc4886de78c28a40/InstagramCustomerServiceImage01_b4f87f7f68a75cb37ff2c6af92c90e3e.png) In addition, traditional support channels usually fail to manage customers’ response time expectations by not communicating the status of their case or the availability of the agents. Long waits over the phone or emails that never seem to arrive frustrate customers. Dissatisfied customers are likely to give up and simply look for an alternative in one of your competitors. Knowing all these shortcomings, is there a better alternative for customer support? Keep reading to find out. #### Benefits of Instagram Customer Service Instagram is a highly popular social media channel among Gen Zs and Millenials. While it started as a platform to share visual content, [businesses also use Instagram](https://respond.io/blog/instagram-direct-message-api) to engage with their customers. But, what are the benefits of using Instagram direct message as a support channel? Firstly, Instagram DM gives support agents access to conversation history in a messaging inbox. Thanks to this, they are able to get insights into past or recurring issues, make informed decisions and give better attention to customers. For the same reason, they don’t need to request the same information multiple times, which results in faster resolution times. ![This%20image%20shows%20the%20customer%20service%20Instagram%20benefits%3A%20Access%20to%20chat%20history%2C%20faster%20resolution%20times%20and%20the%20possibility%20to%20manage%20response%20time%20expectations](https://images.ctfassets.net/ph8r57dk1q9w/1N61N5uiWxMVTLohI5O1AQ/1dcbddc8eb86a78169b286599b20f03a/InstagramCustomerServiceImage02_a5f7bbd86122c12934c1299d227ba450.png) Instagram DM gives support agents and customers the flexibility to leave a conversation and return to it without losing contact data or conversation history. Plus, businesses can use [Instagram auto replies](https://respond.io/blog/instagram-auto-reply) to manage customers’ response time expectations. This prevents customers from feeling ignored and getting a bad impression of your customer service if agents are unavailable. Next, we’ll go through two important points that businesses must know before they start providing customer support on Instagram. ### Instagram Customer Service: What You Should Know To start on the right foot, we recommend you and your support teams get familiar with the following concepts: - Types of Instagram DM inboxes - Instagram DM API messaging rules ![This%20image%20shows%20two%20points%20to%20keep%20in%20mind%20before%20start%20giving%20customer%20service%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/vJj0ieqZCBAmUTHLk3ZiO/3674cf23da18305b0d86a06f8d501902/InstagramCustomerServiceImage03_3db1acc1394f325fc4a515a07cefc4ba.png) Let’s start by exploring the different types of Instagram DM inboxes and determining which one is the best fit for you. #### Types of Instagram DM Inboxes The Instagram app inbox is the go-to option for micro and small businesses that receive low volumes of conversations and don’t have a dedicated support team. Its main advantages: It is free, easy to use and [accessible from multiple devices simultaneously.](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-6) However, [it lacks contact and conversation organizational tools](https://respond.io/blog/instagram-direct-message-api#toc-mobile-9) that are essential for medium-sized businesses. For those, the Meta Business Suite Inbox is a better choice, as it comes with some basic management tools such as manual contact assignment, labels and notes. To use this inbox, you must [connect your Instagram account to your Facebook Page](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-8) first. This inbox allows for multiple users — just remember to give your support team access to it. The [Meta Business Suite also allows you to build customer profiles](https://www.facebook.com/business/help/294426838452244?id=765488040896522), which you can enrich with details like phone numbers and email. **Types of Instagram DM Inboxes** | | Price | Organizational Tools | Automation | Business Size | | --- | --- | --- | --- | --- | | Instagram App Inbox | Free | No | Basic | Micro and small businesses | | Meta Business Suite Inbox | Free | Limited | Basic | Small and medium-sized businesses | | Instagram DM API + respond.io | Not free | Extensive | Advanced | Medium to large size businesses | Additionally, support agents can mark Instagram messages as Done, Follow Up or Important for a more organized inbox. However, as your business grows, so does the number of conversations your support teams have. Instagram DM API is the preferred option for medium to large businesses that want to use [Instagram with multiple users seamlessly](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-9). This option comes with native messaging features such as [generic and product templates.](https://respond.io/blog/instagram-direct-message-api#toc-mobile-11) Since this is an API, it has no front end, so you must connect it to a messaging inbox like respond.io. That will give you access to organizational and messaging tools you won’t find on the Instagram app or the Meta Business Suite Inbox. We’ll introduce them later. If you think Instagram DM API is what your company needs, there are some messaging rules you should be familiar with first. #### Instagram DM API Messaging Rules Businesses that use Instagram DM API for customer service must [offer some sort of human escalation pathway](https://developers.facebook.com/docs/messenger-platform/instagram/features/human-agent-escalation). This means that businesses shouldn't solely rely on automation to [handle inbound conversations](https://respond.io/blog/inbound-conversations). Bots have their applications, but sometimes they can’t help customers with specific problems. Avoid frustrating your Instagram audience with your customer service by always giving them the option to talk to a real person. ![This%20image%20shows%20the%20customer%20suppport%20Instagram%20rules%20that%20businesses%20must%20follow%20when%20using%20Instagram%20DM%20API%20](https://images.ctfassets.net/ph8r57dk1q9w/15cL98Fgj1APB7Psuuuuss/065ec018eb64ca6dd7ce7032be48934c/InstagramCustomerServiceImage05_73445bbeca0dbdf0ed7026dec10573fc.png) To prevent businesses from spamming their customers, Instagram has implemented a 24-hour messaging window for Instagram DM API. This window starts when a customer messages a business. Within this window, both businesses and customers can freely exchange messages. When the 24-hour session expires, the business can’t message the customer anymore unless the customer reopens the messaging window by sending a message. Now that you’re familiar with the messaging rules, let’s take a look at how you can use Instagram DM API with respond.io. to enhance your customer service on Instagram. ### Instagram Customer Service on respond.io: Quick Wins To use Instagram DM API with respond.io, make sure you meet the following requirements: - Your Instagram account is a business account. - Your Instagram business account is connected to a Facebook Page. - You have allowed access to messages in the account settings. Then, follow our documentation to [connect Instagram DM API to respond.io](https://help.respond.io/channels/instagram#connecting_instagram). Now your customer support teams have access to features that will improve the efficiency and quality of their service. #### Customer Service for Instagram: Use the Human Agent Tag to Follow Up on Complex Enquiries The Instagram DM messaging window is quite limiting for customer support. Luckily, Meta is testing a [Human Agent Tag](https://respond.io/blog/facebook-message-tag#toc-mobile-1) with a few messaging platforms, including respond.io. This feature is automatically granted to all respond.io users, allowing them to **extend the 24-hour messaging window to 7 days**. ![This%20image%20shows%20the%20Human%20Agent%20Tag%20in%20action%2C%20and%20how%20it%20helps%20customer%20service%20Instagram%20teams%20by%20extending%20the%20messaging%20window%20to%207%20days](https://images.ctfassets.net/ph8r57dk1q9w/62KCS27TiMqclrMqQRXPIv/cd1051c6dc70503e58110bad1cb9ce9e/Screenshot2022-07-04at11_58_15_07fe95744cc68aae30fa6813539ee6b8.png) Thanks to the Human Agent Tag, support agents have more time to resolve complex issues. What’s more, they can follow up with customers on the next business day if an inquiry comes in during the weekend. #### Customer Service for Instagram: Use Advanced Automation to Answer FAQs, Route Customers and Escalate Cases [Workflows](https://help.respond.io/workflows/workflows-overview) are respond.io’s flagship feature and companies use them to automate processes for any of their teams, including customer service. Workflows are highly customizable, offering endless possibilities. ![This%20image%20shows%20how%20to%20use%20respond.io%20workflows%20for%20Instagram%20support%20customer%20service](https://images.ctfassets.net/ph8r57dk1q9w/69U3nZ9LIeTMol6h19jYSS/edd31a80e69fa64eee5f922b26629a2d/Screenshot2022-08-01at3_44_32PM_144cad740d4247860a2e1bdc97e19e03.png) Here are some ways in which you can use them for customer support on Instagram: - Set up automated greetings and replies to give customers a good experience while reducing agent workload. - Create an FAQ menu to provide automated answers to common questions. You can add up to 10 answers, more than the 4 offered by Instagram’s native auto-reply feature. - Create a routing Workflow that leads customers to the right support team for their needs. Build branches with the customer data provided and/or the routing logic of your support teams i.e: By language or region. Then, use your preferred Contact distribution logic to auto-assign them to an available agent. - Use the Shortcut button to manually trigger Workflows from the messaging console while chatting with customers. Use this feature for case escalation or to create support tickets on external CRM platforms like Zendesk or Zoho without leaving the platform. #### Customer Service for Instagram: Get Customer Feedback with CSAT Surveys [CSAT surveys](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-7) are one of the best ways for support teams to collect customer feedback. They are easy to create with respond.io Workflows — simply add an Ask a Question Step and select Rating. Afterward, use an [Add Google Sheets Row Step](https://help.respond.io/workflows/workflow-steps#step_add_google_sheets_row) to save the answers in Google Sheets or an [HTTP Request Step](https://help.respond.io/workflows/workflow-steps#step_http_request) to save them in a CRM or data warehouse of your choice. ![This%20image%20shows%20how%20to%20get%20Instagram%20customer%20service%20feedback%20using%20respond.io%27s%20CSAT%20surveys](https://images.ctfassets.net/ph8r57dk1q9w/6hSRM9bC9i2LFKQ48kvYWp/a41bc15ab8b2190de9f9c8ac09d6cfdc/Screenshot2022-08-01at3_49_20PM_ca51bb05ff30cba129657d2e2180996d.png) We suggest support agents trigger CSAT surveys manually using the Shortcut button to have full control over when to ask for customer feedback. Alternatively, use Conversation Closed as a Trigger to automatically send them after closing the conversation. #### Customer Service for Instagram: Get an Overview of Customers’ Chat History with Contact Merge The same customer might contact you via different messaging channels like [WhatsApp](https://respond.io/blog/whatsapp-business-api) or [Messenger](https://respond.io/blog/facebook-business-chat) if you are in a [country where these chat apps are popular](https://respond.io/blog/top-messaging-apps#toc-mobile-6). As a result, you’ll end up with siloed conversations across channels. ![This%20image%20shows%20how%20to%20merge%20contacts%20with%20respond.io.%20This%20feature%20is%20very%20useful%20for%20customer%20service%20Instagram%20agents%2C%20which%20need%20to%20have%20a%20detailed%20view%20of%20their%20customers%27%20profile](https://images.ctfassets.net/ph8r57dk1q9w/lawoFd35hqH6qw8FRbWZd/6cc4a0058ba89f766183cc8adcb443d5/ContactMergeGIF03_733b775891f12524e31ce650217847c2.gif) The [Contact Merge](https://respond.io/blog/merge-contacts) tool joins two or more customer profiles to create a single customer story. Thus, customer support agents get a better insight into the Contact’s data and chat history, to better understand their cases and provide assistance. #### Customer Service for Instagram: Gain Access to Advanced Reports and Analytics In the [respond.io Reports Module](https://help.respond.io/dashboard-reporting/reports-overview), you’ll find advanced reporting on agent productivity, agent workload tracking, conversation tracking and resolution time measurement. This module has everything you need to identify long-view trends or pinpoint specific cases. ![This%20image%20shows%20how%20to%20get%20Instagram%20customer%20service%20metrics%20to%20assess%20the%20quality%20of%20your%20support%20teams%20to%20find%20areas%20of%20improvement](https://images.ctfassets.net/ph8r57dk1q9w/3rZXyK1JHr0LSWlrwK9hep/364a5178772d0a29ab2e176dccc9995d/Screenshot2022-08-01at4_01_51PM_c74c1d372a326bd2d28cc2efbd7cbe90.png) The Reports Module also includes different filters that managers can use to get more accurate insights into their support teams’ performance. Having access to this information allows managers to determine in which areas they can improve their customer service and ensure that their support agents meet their KPIs. #### Customer Service for Instagram: Mobile App for Agents on the Go With the respond.io app, support agents are able to respond to inbound conversations wherever they are. The respond.io app comes with all the features that you find in the desktop version. ![This%20image%20shows%20what%20the%20respond.io%20app%20looks%20like.](https://images.ctfassets.net/ph8r57dk1q9w/1hQOuuLaGQSzN3Som7yEd1/433e10164d54cc684a990126199f0d0b/WBMUImage17_621b7656eaa9f805b67037c7bc2e8d0e.png) To get the respond.io app, download it from the [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) for Android and the [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. Businesses like yours have been using Instagram DM for customer support with great success. Check out how they’re doing it in the following section. ### How Shein is Using Instagram DM for Customer Support Shein is a fashion brand with a strong presence on Instagram, where it showcases products to its audience using models. Interested customers can tap on the tagged products and view them on its [Instagram Shop.](https://respond.io/blog/instagram-direct-message-api#toc-mobile-2) ![This%20image%20shows%20how%20Shein%20uses%20Instagram%20to%20answer%20to%20its%20clients](https://images.ctfassets.net/ph8r57dk1q9w/3JEF6Lrc8XKSOrxARMJX2A/f96b0153d935cc1e3aa3618a8f66f394/Untitleddesign4_6b3271d9ced0c101fa1fcdbbdb9d7e5b.png) Due to its sheer amount of followers, it’s only natural that Shein decided to use Instagram DM API for customer service. With the help of an AI-based solution, Shein now handles customer inquiries using multiple-choice questions, while also offering a human escalation pathway as requested by Instagram. Since it started using Instagram DM API, Shein reduced response time by 73% and the number of support agents replying within an hour increased by 50%, resulting in an 18% improvement in comment and ticket response times. You’ve made it to the end of the blog. Do you want to message your customers on Instagram with the leading customer communication platform? [Sign up for a respond.io account today](https://app.respond.io/user/register)! ### Further Reading Want to learn more about conversational support on other messaging channels? Here are a few articles for you to check out. - How to Use Telegram for Customer Support - How to Use WhatsApp for Customer Support - How to Use Viber for Customer Support ## [Instagram Direct Message Link: A How-to Guide to ig.me Link](https:/respond.io/blog/instagram-direct-message-link) Instagram direct message link is the way for your customers to connect with you directly. Use ig.me links and boost your customers' experience. Instagram is one of the most popular social media platforms in the world. This large volume of users makes it an excellent avenue for businesses to market their products and services. The Instagram direct message link, or ig.me link, is an essential feature for businesses to connect with customers. In this blog post, learn what Instagram direct message links are, their benefits, how they work, their potential limitations and how to create them. ### What is an Instagram Direct Message Link? An [Instagram](https://respond.io/blog/instagram-business-chat) direct message link, also known as an Instagram DM link or Instagram chat link, is a link that enables Instagram users to initiate a 1-on-1 conversation with another user on the platform. Unlike regular Instagram links that direct users to an Instagram profile, ig.me links enable users to start a private conversation with another user. Officially, Meta states that ig.me links [aren’t supported on Instagram Web](https://developers.facebook.com/docs/messenger-platform/instagram/features/ig-me-links/#limitations), but when tested, they work just fine. It may or may not work for you. Now that you know what an ig.me link is, how does it affect you? How can you use it to boost your business? Let’s look at that next. ### Instagram Direct Message Link: 4 Reasons to Use It ig.me link An Instagram DM link can open up the untapped potential of your business. Aside from its large active user base, there are other benefits to using it. ![Benefits%20of%20using%20ig.me%20links%20or%20Instagram%20direct%20message%20link](https://images.ctfassets.net/ph8r57dk1q9w/1twebOnaD8O7jpDoMWsxNM/3d939e8568e1b1bebec9e7937b2ea78e/how-to-instagram-direct-message-link-image-01_38ef4cd19c7ec39d7e1771f656650e77.png) Here are 4 benefits of an Instagram DM link that businesses small or large can take advantage of. #### Instagram Direct Message Link: Increase Engagement ig.me link Instagram has a massive user base, with [2 billion active users](https://www.bloomberg.com/news/articles/2022-10-26/meta-s-instagram-users-reach-2-billion-closing-in-on-facebook). The Instagram DM link feature provides an easy and direct way for users to reach out and connect with the business they want to chat with. This ease of access means that people are more likely to engage with the content they come across on Instagram. By including this link in your posts, stories or bio, you make it easier for people to start a conversation with you. Connect with your audience in real time and address their concerns or questions immediately. This engagement is also a great way to generate leads. #### Instagram Direct Message Link: Generate Leads An Instagram DM link is an excellent lead-generation tool that can help businesses identify potential customers and build their contact list. By directing people to your Instagram DM inbox, you can learn more about their needs and interests. This information can be used to create targeted marketing campaigns that resonate with your audience and drive sales. #### Instagram Direct Message Link: Close Sales When customers are in your Instagram DM inbox, you have an excellent opportunity to [close sales](https://respond.io/blog/how-to-sell-on-instagram-dm). You can answer their questions and provide them with the information they need to make a purchase decision. For example, customers can directly message you about any inquiries they have about your products or services before making a purchase. By providing excellent customer service and addressing their concerns, you increase the likelihood of closing the sale and generating revenue for your business. #### Instagram Direct Message Link: Provide Support You can also [offer customer support](https://respond.io/blog/instagram-customer-service) with an Instagram DM link. Even after closing a sale, your customers could have inquiries about their purchases. They might want to know about tracking details, claim warranties or even make a complaint. As you’ll have access to chat history, your response can be personalized while providing fast resolution times. Improve your customer support game with an Instagram direct message link. ### How to Create an ig.me Link There are thred ways to generate an ig.me link: Manually, through Instagram or using a tool such as respond.io's Instagram link generator. #### Generate ig.me Link Manually Generating an ig.me link manually might sound like a hassle, but it’s really simple. Here’s how you can generate one. ![Example%20of%20ig.me%20link%20format%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3WbcLkhl8IDrKqEWyDEMzq/20a493c9ba4c1f5cf75630d27dfe52ec/igme-link_7dfd2e51fde4d3ccf9d374313c4b14cb.png) Type `https://[ig.me]()/m/`, where `` is your Instagram handle. For example, if your handle is @grubngodelivery, then the link is `https://ig.me/m/grubngodelivery`. That’s it! It’s as easy as that. But if you run multiple Instagram accounts, want to avoid making mistakes or prefer to get an Instagram QR code and chat link in one go, use respond.io’s Instagram link generator. #### Generate a Direct Message Link on Instagram To generate a link for a direct message on Instagram, navigate to the desired chat, click on the "i" icon or the three dots to access more options, and choose "Share Link." #### Generate Instagram ig.me Link Through Respond.io It’s easy to generate an ig.me link with respond.io. Once you’ve [connected your Instagram direct message inbox](https://help.respond.io/channels/instagram#connecting_instagram) to respond.io, just follow these steps: 1\. **Click** on the *Settings* icon in the side navigation menu. Under *Workspace Settings* click *Growth Widgets*, then *Add Widgets*. ![Click%20on%20Add%20Widgets%20to%20get%20an%20Instagram%20direct%20message%20%28ig.me%29%20link%20using%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3BGWHy4c27bdoZ4Wmtgxql/68631bff5d387900f483a4c7492e0ddd/01_8b4f1247bdfca0ed7c7f1ddaf2beed4c.jpg) 2\. **Scroll** down and select *QR Code*, then click on the *Create Widget* button. ![ig.me%20links%3A%20Select%20QR%20Code%2C%20then%20Create%20Widget](https://images.ctfassets.net/ph8r57dk1q9w/7DUzxaIEn9EkEo7kAHhXU5/8cc1874afe7e6228b3b5d7e9bb243e9b/02-1_f49b42867cad2705e827100a6f485750.png) 3\. **Select** *Instagram* as your QR Code type. ![ig.me%20links%3A%20Select%20Instagram%20as%20your%20QR%20Code%20type.](https://images.ctfassets.net/ph8r57dk1q9w/60x2YcaGyjyU3L2S7BqpZb/9316261234deda1554dd6929b3daa783/03_91700d9221cf1586842f0a96599a8dcc.png) 4\. Your ig.me link will be at the bottom right of the page, under the QR code and *Download* button. ![ig.me%20links%20are%20generated%20with%20a%20QR%20Code.](https://images.ctfassets.net/ph8r57dk1q9w/1fLhA5vK9pWQIojnPvNBAb/5f168b4065bb3972845d2af497722c36/04_5346cca928345de3fcecb7e8f45505df.png) Wasn’t that simple? But respond.io can do so much more than generate ig.me links. It can improve the way you use Instagram DMs and more. ### Harness the Power of Instagram DM API with Respond.io Respond.io has a broad feature set that can help you utilize Instagram direct message links to their fullest. ![Pair%20ig.me%20via%20Instagram%20DM%20API%20with%20respond.io%20for%20amazing%20features%20and%20results](https://images.ctfassets.net/ph8r57dk1q9w/vhANCLtvpqIG0Y2rFRw61/3b1d00ad0cd6671c494a97221fa28be9/how-to-instagram-direct-message-link-image-02_26f322deef499286c48d40c96f195ee8.png) To use Instagram DM with respond.io, you’ll need to get [Instagram DM API](https://respond.io/blog/instagram-business-chat#toc-mobile-9) access first and then connect it to respond.io. But once that’s done, you’re ready to take Instagram chats to the next level. #### Connect Other Channels to One Inbox With respond.io’s [omnichannel inbox](https://respond.io/blog/omnichannel-communication), you can manage conversations from multiple messaging channels, including [Instagram](https://respond.io/blog/instagram-business-chat), [Facebook](https://respond.io/blog/facebook-business-chat), [WhatsApp](https://respond.io/blog/whatsapp-business-api), [Telegram](https://respond.io/blog/telegram-for-business), [Viber](https://respond.io/blog/viber-for-business) and more, all from a single interface. This streamlines your communication processes and makes it easier to keep track of all your customer interactions in one place. Beyond instant messaging apps, you can also integrate third-party platforms like CRMs and e-commerce platforms with respond.io. #### Integrate Instagram DM with Your CRM Platforms and E-commerce Platforms Through respond.io, you can [integrate your Instagram DM API account](https://respond.io/blog/instagram-crm) with over 5,000 applications, including CRMs like [HubSpot](https://help.respond.io/e-commerce-crm-integrations/hubspot), [Salesforce](https://help.respond.io/e-commerce-crm-integrations/salesforce) and [Pipedrive](https://help.respond.io/e-commerce-crm-integrations/pipedrive), as well as e-commerce platforms like [Shopify](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify) and [WooCommerce](https://help.respond.io/e-commerce-crm-integrations/ecommerce-integration-woocommerce). This allows you to retrieve and update contact data, create deals and tickets while chatting with customers, and automate account updates, abandoned cart messages or post-purchase notifications. You can further leverage these integrations with respond.io’s powerful automation tools. #### Automate Sales and Support Tasks on Instagram Respond.io also has a powerful [Workflows Module](https://help.respond.io/workflows/workflows-overview) that allows you to automate and streamline your conversations and business processes. This includes [routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) messages to teams and [assigning](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) them to agents, providing a [standard greeting or away message](https://help.respond.io/quick-start/automated-welcome-and-away-messages) and [gauging customer satisfaction](https://respond.io/blog/csat-customer-satisfaction-score) with a survey. This can help you save time and improve your response times while ensuring that your team is able to resolve more complex customer inquiries with ease. If you aren’t getting the results you want, you can track and monitor customer conversations to implement improvements. #### Monitor Agent Performance Respond.io has built-in [analytics and reporting tools](https://help.respond.io/support-use-case/reporting-for-support) to easily track key metrics like response times, conversation volume and distribution of conversations throughout the day. This allows you to identify areas where your team is excelling and areas where they may need additional training or support. Take advantage of the power an Instagram direct message link can give you today. If you’re a large business and want to get the most out of Instagram, [sign up for a free respond.io trial](https://app.respond.io/user/register) today. Even beyond Instagram, take advantage of the [omnichannel](https://respond.io/blog/omnichannel-communication) inbox that supports [VoIP calls](https://respond.io/blog/voip-crm-integration), [TikTok](https://respond.io/blog/tiktok-for-business) and so much more. ### Further Reading Want to learn more about Instagram DM to boost your business? Here are a few articles to help you out: - Instagram Business Chat: The Ultimate Guide to Instagram Business Messaging - How to Sell on Instagram DM: Selling on Instagram - Instagram CRM: How to Integrate Instagram with a CRM on respond.io ## [Instagram DM Sales Script: Convert Followers into Customers](https:/respond.io/blog/instagram-dm-sales-script) Turn your followers into customers with Instagram DM sales scripts. Look at host of examples and learn best practices to craft the script that wins sales. Do you find it difficult to establish rapport with customers and close sales on Instagram DM? Then you’ve come to the right place. In this article, we’ll explore the benefits, Instagram DM sales script examples and best practices to craft a winning script. We’ll also look at how you can deliver these messages effectively with respond.io. ### What is Instagram DM Sales Script? [Instagram Direct Message (DM) sales](https://respond.io/blog/how-to-sell-on-instagram-dm) scripts are tailored communication templates used by businesses to engage with customers directly on [Instagram](https://respond.io/blog/instagram-business-chat). It helps them initiate conversations, convey product or service information, address customer needs and guide the interaction toward a potential sale. The interactions with an Instagram DM sales pitch allow agents to have extended conversations with customers without needing to dump a lot of information on them, like with email. With people being more receptive to DMs, businesses can leverage this opportunity to build relationships, address customer needs and ultimately close sales. But if you or your agents are good at connecting with people or closing deals, why do you need a sales script? Read more about it in the section below. ### 5 Reasons You Should Use a Sales Script A sales script is a time-tested tool that has been used by many businesses to secure sales. While telemarketers have traditionally used it to cold-call customers, it can also be applied in the context of Instagram DMs. ![5%20reasons%20you%20should%20use%20an%20Instagram%20DM%20sales%20script](https://images.ctfassets.net/ph8r57dk1q9w/1LiTTQ5ilShkKmQ6vO9h2l/455cedfce1735c8e03652b9f27ea5af9/how-to-instagram-dm-sales-script-image-01_451d57f6f1014d4c21128932b7c1b6fb.png) Still not convinced? Here are 5 reasons why you should use a sales script for your Instagram DMs. #### Save Agents’ Time Preparing a well-crafted sales script provides sales teams with ready-made message templates they can use during their interactions with customers on Instagram DM. Instead of spending valuable time composing repetitive opening lines and messages, your team can use a template and focus on personalizing the script to each customer and addressing their needs. This time-saving aspect allows your team to engage with more customers effectively and efficiently. #### Avoid Inconsistent Brand and Product Messaging Consistency in messaging is crucial for maintaining a strong brand image and delivering a seamless customer experience. Sales scripts ensure that your team adheres to a standardized approach when engaging with customers on Instagram DM. Following the same script helps your team deliver consistent information about your products or services, key value propositions and other important details. This consistency builds trust and reliability, reinforcing your brand's reputation and enhancing the overall customer experience. #### Build a Close Relationship with Customers In order to close sales effectively, it is essential to establish a strong connection with customers. A well-crafted sales script can help establish rapport by addressing their needs and providing relevant information. It should be written in a style that allows your team to speak your customers' language, making them feel valued and more likely to engage in further discussions. #### Make Sales Pitch More Effective With a carefully structured message, you can ensure that you deliver key points with precision and clarity. It helps you articulate your value proposition in a way that resonates with your prospects. A good sales script also helps to anticipate and address common objections, positioning yourself as a reliable problem solver. Addressing these objections proactively can lead to higher conversion rates. #### Generate More Leads Effective sales scripts can play a significant role in driving lead generation on Instagram DM. Capture the interest of potential customers through compelling messages and guide them toward a desired action, like requesting more information, scheduling an appointment or participating in surveys. The script should be designed to pique curiosity, highlight the unique value of your products or services and provide a clear call to action. With a persuasive script, you can nurture leads and convert them to loyal customers. If these reasons convinced you to use an Instagram DM sales script, let’s learn how to draft one. ### Instagram DM Sales Script Examples Sometimes, we all need a bit of help. With these sales script examples, you have a guide to draft a sales script that works for you. #### Introduce Your Business Introductions are crucial. First impressions play a role in shaping the tone and direction of conversations. This opening sets the stage for building rapport and fostering a productive dialogue about your product or service. ![instagram%20dm%20sales%20script%20examples%3A%20Introducing%20your%20business](https://images.ctfassets.net/ph8r57dk1q9w/3v1MFYrmiKfSywOjOryVd2/36cc0761b2661d0dc88a4a060172c7ce/how-to-instagram-dm-sales-script-image-02_9c762ec90524f7f65d6f23a476af0e25.png) 1. Hey [Customer's Name]! 👋 We have an amazing product that you might be interested in. It's our new [Product Name], designed to [highlight key feature or benefit]. 🌟 if you’d like to know more, let’s have a quick chat or you can look through our catalog. 2. Hey there, [Customer's Name]. Thank you for following us. As a token of our appreciation, we’re giving you a 10% discount on your first purchase. 🛍️ Just type in [Discount Code] when you check out! #### Limited Time Offer Creating a sense of urgency and exclusivity can be highly effective in motivating customers to take action. A limited-time offer grabs their attention and instills a fear of missing out on a great opportunity. ![pt%20examples%3A%20Limited-time%20offer](https://images.ctfassets.net/ph8r57dk1q9w/VVJ4UX1z8K3fWb7IhHmi6/f6aa4a227e3b353c91d54a3230732734/how-to-instagram-dm-sales-script-image-03_b12b9b5cef7ddffa6c694d3c7fd22c81.png) 1. Hey [Customer's Name]! 🙌 We're currently running a limited-time promotion on [Product Name]. For the next [specific time period], you can enjoy an exclusive [mention benefit]. Don’t wait too long, or you’ll miss out on this special offer! 2. For a limited time only, we’re running a buy 1 free 1 promotion on all blouses. Reply to this message to learn more. #### Early Access Offering early access to a new feature or product gives customers a feeling of being valued and privileged. This approach helps you create a sense of anticipation and excitement, driving engagement and generating early adopters. ![Instagram%20DM%20sales%20script%20examples%3A%20Early%20access](https://images.ctfassets.net/ph8r57dk1q9w/1FGD7BLX2UpZl0pLcAkYet/0bc15f0b977e43a207879cd30439bdef/how-to-instagram-dm-sales-script-image-04_97c2d9c146eacb3890855bb7b70fd429.png) 1. Hey there, [Customer's Name]! As a loyal customer, we're giving you exclusive early access to our [Product Name]. Reply to this message to receive a special discount on your purchase. 🚀 2. Hello [Customer's Name]. We're offering you a sneak peek into the future. Get an exclusive preview of our upcoming [Feature Name] before anyone else! Just reply with "I'm in!" and let's embark on this exciting journey together! 🌟 #### Free Trial or Demo A free trial or demo allows customers to experience the benefits and capabilities of your product or service firsthand. It provides a risk-free way for customers to assess its suitability for their needs. ![Instagram%20DM%20sales%20script%20examples%3A%20Free%20trial%20or%20demo](https://images.ctfassets.net/ph8r57dk1q9w/ksX1QLEU4xB4lSYRzKf1H/78303709efbeceda9546152bb18c6814/how-to-instagram-dm-sales-script-image-05_610639db1a93a1901426f3e90ce2d937.png) 1. Hey [Customer's Name]! We're offering a free trial of our [Service Name] for a limited time. It's a fantastic opportunity to try it out and experience its benefits firsthand. If you're interested, just let me know, and I'll send you a link to get started. 2. Hi [Customer's Name], fancy taking [Product Name] for a spin? We’ll be at [Location] for [Duration]. Let me know if you’re interested in securing your spot for a demo. #### Follow-up on Abandoned Carts Remind customers to purchase the items they left in their shopping cart. Abandoned cart messages give businesses a chance to remind customers about the products they were interested in, encouraging them to return and complete the purchase, recovering lost revenue. ![Instagram%20DM%20sales%20script%20examples%3A%20Abandoned%20cart](https://images.ctfassets.net/ph8r57dk1q9w/2Z54jM3A4x1J0RY5O59c9I/a3c4a914edafffd7d3d34529fc7f4372/how-to-instagram-dm-sales-script-image-06_84ac6f6be047ee675a61b7ca1ea41045.png) 1. Hi [Customer's Name], I noticed you added items to your cart but didn't complete the purchase. Is there anything I can assist you with or any questions I can answer? 2. Hey [Customer's Name], I saw you were interested in [Product Category]. They’re still in stock. Need any help with picking the right product for you? Feel free to use and alter these examples when messaging your customers. But if you want to write a script from scratch, the next section covers best practices for writing a sales script. ### Best Practices to Write a Winning Sales Script If you want to draft a winning sales script, you’ll need to avoid making your script robotic and impersonal. Using images, gifs, emojis and other fun features can help address this, but they alone aren’t enough. ![Draft%20a%20winning%20Instagram%20DM%20sales%20script](https://images.ctfassets.net/ph8r57dk1q9w/7qhUkvSAazhcQPXEv53LMK/3a5039224eb19968d2d193a2202a80a3/how-to-instagram-dm-sales-script-image-07_44b192397edf4e34663e7c85b731e9f6.png) Overcome the pitfalls of a sales script by applying these best practices when drafting one. #### Instagram DM Sales Script: Research Your Customers Before engaging with customers on Instagram DM, it's essential to conduct thorough research. Take the time to understand your target audience, their preferences, pain points and interests. This includes drafting a script that’s concise and easy to read on phones. This knowledge allows you to personalize your script and speak directly to their needs. By adapting your tone and language to align with their preferences, you create a connection and increase the likelihood of a positive response. Note that messaging people who don’t follow you will elicit a negative response instead. #### Instagram DM Sales Script: Define the Purpose of the Message Clearly defining the purpose of your message is crucial when drafting a sales script for Instagram DM. Are you aiming to promote a specific product or service, generate leads or close a sale? Having a clear objective helps you draft a focused script that guides the conversation toward a desired outcome. Each script should have a specific goal and provide a clear path for achieving it, ensuring your efforts are purposeful and effective. #### Instagram DM Sales Script: Anticipate Frequently Asked Questions Putting yourself in the shoes of your customers helps you to anticipate the questions and concerns they may have. Proactively addressing these in your sales script saves time during the conversation and demonstrates your expertise. By providing answers to common queries, you show that you understand their needs and instill confidence in your business. This approach streamlines the conversation and positions you as a reliable resource. #### Instagram DM Sales Script: Don’t Hard Sell Do you remember a time when an extremely persistent salesperson approached you? How did you feel? Chances are, it wasn’t positive. This is hard selling and it can put off your customers. Instagram DM conversations should prioritize relationship-building over aggressive sales tactics. Understand their needs and offer solutions instead of pushing for an immediate sale. Be helpful and informative to create a positive customer experience to encourage trust and increase the chance of closing a sale. #### Instagram DM Sales Script: Include Clear Calls-to-Actions To guide your prospects towards a desired action, incorporate clear calls-to-actions or CTAs in your script. Whether directing them to your website, requesting a demo or encouraging them to make a purchase, ensure your CTAs are explicit and compelling. By providing a clear next step, you make it easier for customers to understand what you want them to do and increase the chances of conversions. #### Instagram DM Sales Script: Experiment and Revise Your Script Sales scripts should not be static. Experimenting with different script styles and approaches is essential to find what works best for your target audience. Monitor customer engagement, conversion rates and feedback to assess the effectiveness of your script. Based on these insights, make revisions and improvements to refine your script continuously. You should also stay tuned to social trends that are relevant to your business and consider integrating them into your messaging to keep your script fresh and engaging. You have the tools to write a winning sales script for Instagram DM, but typing out scripts tens of times every day can be a hassle. Learn how you can message your customers effectively with respond.io. ### Deliver Instagram DM Sales Scripts Effectively on Respond.io With respond.io, you have access to tools that make sending sales scripts easy. You can store and send sales-related messages to your customers with [canned responses](https://help.respond.io/workspace-settings/snippets). Choose from a list of stored scripts that fit your need in just a few keystrokes. ![Snippets%20allow%20you%20to%20send%20canned%20responses%20to%20customers](https://images.ctfassets.net/ph8r57dk1q9w/eQHzZWtoV1R75p4xU9jfN/432f4f18f50932a00490d68a0ed80b29/image_af87df8c32838dec24424c83e467c78f.png) Alternatively, you can automate sending sales scripts with the [Workflows automation builder](https://help.respond.io/workflows/workflows-overview)[.](https://help.respond.io/workflows/workflows-overview) For example, you can create an auto-reply Workflow that sends an introductory offer script whenever new customers message you. [Prewritten responses](https://help.respond.io/workspace-settings/snippets) allow you to send a message with a couple of keystrokes instead of typing out the entire message or copy-pasting it from a document. Respond.io can also automate sales processes with the Workflows module and [integrate e-commerce platforms or sales CRMs](https://help.respond.io/workspace-settings/integrations) in your tech stack. With all these tools at your disposal, you’re ready to create sales scripts that can win over your customers. [Sign up for a free trial with respond.io](https://app.respond.io/user/register) to start selling on Instagram DM. ### Further Reading Do you want to learn how you can use Instagram to boost your business profile and sales? Take a look at these articles: - How to Sell on Instagram DM: Selling on Instagram - Instagram Business Chat: The Ultimate Guide to Instagram Business Messaging - Instagram Customer Service: A Guide to Customer Service for Instagram ## [Instagram DM Template: 21 Instagram DM Examples for Your Business](https:/respond.io/blog/instagram-dm-examples) Whether you’re looking to reach out to customers or strengthen relationships with existing ones, sending the right Instagram direct message can help make the process easier and more efficient. Here are some examples of Instagram DM templates that you can use in different business situations. Instagram Direct is a valuable tool for businesses looking to connect with their customers and drive sales or offer customer service. This article will explore the benefits of using Instagram Direct for business. We will also provide a list of Instagram DM examples, where you can find the best Instagram dm template for your use case. ### What is Instagram Direct Message? [Instagram Direct](https://about.instagram.com/features/direct) is a messaging feature introduced by [Instagram](https://respond.io/blog/instagram-business-chat) that allows users to send private messages to a user or a group of people. You can send photos, videos and text messages through private chats, rather than posting them publicly on your profile. Let’s explore the advantages of using Instagram Direct Message. #### Benefits of Using Instagram Direct Messages Using Instagram Direct can help businesses establish a connection with their customers. We’ll take you through some of the benefits of this. Private messaging is highly effective as it allows businesses to tailor their message to the specific needs and interests of the customer. Personalized communication can also help build trust and strengthen the relationship between businesses and customers. By [promoting products and special offers through Instagram Direct](https://respond.io/blog/how-to-sell-on-instagram-dm), businesses can drive sales and increase revenue. This can be particularly effective for businesses that have a strong following on Instagram and want to direct traffic to their website or store. ![This%20is%20an%20image%20that%20describes%20why%20businesses%20should%20use%20direct%20messages.%20Businesses%20can%20send%20personalised%20messages%20to%20promote%20their%20products.%20It%27s%20also%20a%20good%20way%20to%20respond%20to%20customer%20inquiries.%20It%20also%20allows%20you%20to%20access%20data%20and%20insights.](https://images.ctfassets.net/ph8r57dk1q9w/6N05ihSjeXDfFpCUVky71z/d07598ee931dcf45a3c7b02365a68879/HowTo_InstagramDMExamplesImage01_aee356ad7d3f7967b8f5a6380e8a74ce.png) Instagram Direct can also be used as a [customer service tool](https://respond.io/blog/instagram-customer-service) to resolve complaints or issues in a timely and efficient manner. When used well, it can improve the overall customer experience and reduce the likelihood of negative reviews or complaints. Instagram Direct on [Meta Business Suite](https://respond.io/blog/instagram-business-chat#toc-mobile-8) provides businesses with [insights](https://www.facebook.com/business/help/700570830721044?id=765488040896522) [into](https://www.facebook.com/business/help/700570830721044?id=765488040896522) [message](https://www.facebook.com/business/help/700570830721044?id=765488040896522) [performance](https://www.facebook.com/business/help/700570830721044?id=765488040896522), including the number of views and replies. This helps businesses understand their communication effectiveness and make informed decisions about their strategy. Using Instagram Direct for business can be a powerful tool for establishing stronger connections with customers, pushing sales and improving customer satisfaction. Need some ideas on how to do this? We'll give you some Instagram DM templates to use. ### Instagram DM Examples Below, we’ve provided a few ready-to-use Instagram DM templates for different use cases. But before we begin, let’s review some guidelines to compose effective direct messages on Instagram. #### Best Practices for Instagram Direct Messages Before you start crafting your message, consider the purpose of the message and make sure to convey it clearly and directly. Then, use the following best practices to fine-tune the message. ![This%20is%20an%20image%20that%20shows%20the%20best%20practice%20for%20instagram%20direct%20message.%20You%20should%20keep%20your%20messages%20short%2C%20use%20a%20friendly%20rone%2C%20personalized%20your%20message%2C%20include%20a%20CTA%20and%20finally%2C%20respond%20in%20timely%20manner.%20](https://images.ctfassets.net/ph8r57dk1q9w/5TXwqbZMivqw3TKxYA1J9a/4adbb00502f1f3fe8d4f6faedc9e672f/HowTo_InstagramDMExamplesImage09_0a6f8e24af383facf1171a7cecaa34e3.png) - Keep your messages short and concise - Use a friendly, approachable tone that aligns with your brand’s voice - Personalize your message to make customers feel seen and heard - Include a call-to-action (CTA) so customers know what to do next - Monitor and respond to customer messages in a timely manner Now that you’ve learned how to fine-tune your message, we’ll show you some Instagram DM templates in the following section. #### Instagram DM Examples: Promotional Messages Running a promotion for your business? Aside from advertising on your Instagram page, you can also slide into your followers’ DMs to get them to check out your promotions. ![This%20is%20an%20image%20that%20shows%20an%20example%20of%20a%20promotional%20message.%201.%20%u201CHey%20there%20%uD83D%uDC4B%20We%u2019re%20excited%20to%20announce%20our%20latest%20promotion%20for%20our%20jewelry%20collection.%20Don%u2019t%20miss%20out%20on%20this%20limited-time%20offer.%20Just%20use%20%5Bpromo%20code%5D%20at%20checkout%20to%20redeem.%20Follow%20the%20link%20in%20our%20bio%20to%20shop%20now%21%u201D](https://images.ctfassets.net/ph8r57dk1q9w/65YHjvjSzMXesPzFNGPaAF/a0346a76ea97192316cc1ca4def030fb/HowTo_InstagramDMExamplesImage02_097fd629b4bcf728771128d304fb1fba.png) 1\. “Hello there 👋 We’re excited to announce our latest promotion for our jewelry collection. Don’t miss out on this limited-time offer. Just use \[promo code\] at checkout to redeem 10% off any new pieces. Follow the link in our bio to shop now!” 2\. “Hi \[Name\]! Thank you for following us. As a token of appreciation, here’s a 20% discount voucher for your first purchase. Type \[promo code\] at the checkout.” 3\. “Exciting news 💎 We’re offering a 50% discount on all items for a limited time. Use code \[promo code\] at checkout to redeem. Explore our shop and take advantage of this amazing deal today!” #### Instagram DM Templates: Appointment Reminder When sending an appointment reminder, you should always include the time of the appointment, as well as a reminder to arrive early to complete any necessary paperwork. Here are some examples you can refer to. ![This%20is%20an%20image%20that%20shows%20an%20instagram%20dm%20examples%20of%20an%20appointment%20reminder%20message.%203.%20%26quot%3BHi%2C%20we%20just%20wanted%20to%20remind%20you%20about%20your%20upcoming%20appointment%20with%20us%20on%20Friday%20at%201%3A00%20PM.%20Please%20bring%20your%20identity%20card%20for%20registration%20purposes.%20See%20you%20then%21%26quot%3B](https://images.ctfassets.net/ph8r57dk1q9w/4Mm95bYkYiRsyTc76OAanY/2cf4968ce66b9e64ef138995253ab9e7/HowTo_InstagramDMExamplesImage03_57ee11da60188d8ca30f1ef2a1c6ef6d.png) 1\. "Hello, this is a reminder about your appointment with us tomorrow at 2:00 PM ⏰. We look forward to seeing you then. If you need to reschedule or cancel, please let us know as soon as possible." 2\. "Hi \[Customer Name\], just a quick reminder that you have an appointment with us on Thursday at 3:00 PM. Please arrive a few minutes early to allow time for check-in. If you need to make any changes to your appointment, please don't hesitate to contact us 😊" 3\. "Hi, we just wanted to remind you about your upcoming appointment with us on Friday at 1:00 PM. Please bring your identity card for registration purposes. See you then!" #### Instagram Direct Message Examples: Replying to Feedback Received feedback on your product on Instagram? Be sure to respond in a timely and professional manner, even if the feedback was negative. Check out some examples here. ![This%20is%20an%20image%20that%20shows%20an%20instagram%20dm%20examples%20for%20how%20to%20reply%20to%20customer%20feedback.%201.%20%u201CDear%20%5BCustomer%20Name%5D%2C%20thank%20you%20for%20your%20feedback.%20I%u2019m%20glad%20to%20hear%20that%20you%20enjoyed%20%5Bproduct%20name%5D%20and%20found%20it%20helpful%20%uD83E%uDD70%20We%20hope%20to%20have%20the%20opportunity%20to%20serve%20you%20again%20in%20the%20future.](https://images.ctfassets.net/ph8r57dk1q9w/1OqueSbbk7sNLf3Nj8V8nQ/5c4246c332c0afa08833a47b1bf7b34d/HowTo_InstagramDMExamplesImage04_0cfcf78e036bd309dd9a70e92109fb56.png) 1\. “Dear \[Customer Name\], thank you for your feedback. I’m glad to hear that you enjoyed \[product name\] and found it helpful 🥰 We hope to have the opportunity to serve you again in the future.” 2\. "Thank you for your feedback. We apologize for your dissatisfaction with \[Product Name\]. We would like to offer you a refund as a gesture of goodwill 🙇‍♀️ Please let us know if this is acceptable to you and we will make the necessary arrangements.” 3\. "Thank you for the positive review, \[Customer Name\]. We're glad to hear that you had a great experience with our services. Your satisfaction is important to us. We hope to see you again soon!” #### Instagram DM Templates: Questions About Order Fulfillment When answering questions about ongoing orders, make sure to provide an estimated delivery time and reassure them that their order is being processed. By responding promptly and professionally, businesses can help build trust and improve customer satisfaction. ![This%20is%20an%20image%20that%20shows%20an%20instagram%20dm%20examples%20for%20how%20to%20answer%20questions%20about%20orders.%201.%20%26quot%3BThank%20you%20for%20your%20message.%20Your%20order%20is%20currently%20in%20the%20process%20of%20being%20fulfilled%20and%20is%20expected%20to%20ship%20within%20the%20next%202%20days.%20We%20will%20keep%20you%20updated%20on%20the%20status%20of%20your%20order%20and%20let%20you%20know%20as%20soon%20as%20it%20has%20been%20shipped.%26quot%3B](https://images.ctfassets.net/ph8r57dk1q9w/5CyVoDjrOr2xQLUqGd6qRy/6b92774d647aac123e8e39459adbb6bb/HowTo_InstagramDMExamplesImage05_896e4ad4d4e4143e441456bbc475b4d2.png) 1\. "Thank you for your message. Your order is currently in the process of being fulfilled and is expected to ship within the next 2 days. We will keep you updated on the status of your order and let you know as soon as it has been shipped. [🚚](https://emojipedia.org/delivery-truck/)" 2\. "I apologize for the delay in fulfilling your order. We are experiencing some delays due to the festive season. We expect your order to ship within the next 3 days and will keep you updated on its progress. Thank you for your patience 🙏" 3\. “We apologize for the inconvenience but \[Product Name\] is currently out of stock. Please let us know if you would prefer to wait for a restock or receive a full refund. We apologize for any inconvenience this may have caused.” #### Instagram Direct Message Examples: Questions About Shipping Options It’s important to provide a brief overview of the available shipping options and estimated time of delivery so you can help customers make informed choices when choosing a delivery option. ![This%20is%20an%20image%20that%20shows%20an%20instagram%20dm%20examples%20for%20how%20to%20answer%20questions%20about%20shipping%20options.%201.%20%u201CHello%20there%20%uD83D%uDC4B%20thank%20you%20for%20your%20message.%20We%20offer%20standard%20shipping%2C%20which%20takes%20approximately%203-5%20business%20days%2C%20as%20well%20as%20expedited%20shipping%2C%20which%20takes%201-2%20business%20days.%20Which%20option%20would%20you%20prefer%3F%u201D](https://images.ctfassets.net/ph8r57dk1q9w/zjFJrvr7CDzzu7MoElAPq/ed736438d36718d5147a9adbf43ff124/HowTo_InstagramDMExamplesImage06_7b6cf1051fc5ca987e872349fa98a74e.png) 1\. “Hello there 👋 thank you for your message. We offer standard shipping, which takes approximately 3-5 business days, as well as expedited shipping, which takes 1-2 business days. Which option would you prefer?” 2\. "We offer both domestic and international shipping. For domestic orders, we have standard and express options. For international orders, we have a variety of options depending on the destination country. Can you let me know where you would like the order shipped?" 3\. "We offer free standard shipping on all orders over $50. For orders under $50, we have a flat rate shipping fee of $5. If you need faster delivery, we also offer expedited shipping for an additional fee. Which option would you like to choose? 😊" #### Instagram Direct Message Examples: Return and Refund Policy When you receive an inquiry about returns and refunds, make sure to include a brief overview of your business's return and refund policy, including the time frame and any requirements for returning the item. Let’s look at some examples below. ![This%20is%20an%20image%20that%20shows%20an%20instagram%20dm%20examples%20of%20a%20return%20and%20refund%20policy%20message.%201.%20%26quot%3BWe%20offer%20a%2030-day%20return%20policy%20for%20most%20items.%20If%20you%20are%20not%20satisfied%20with%20your%20purchase%2C%20you%20can%20return%20it%20for%20a%20full%20refund%20within%2030%20days%20of%20receiving%20the%20item.%20Some%20exclusions%20apply%2C%20so%20please%20check%20our%20refund%20policy%20on%20our%20website%20for%20more%20details.%u201D](https://images.ctfassets.net/ph8r57dk1q9w/2xhNVpgI89s9egmJV0UhvH/3428c0397e04fe81cd31d5f54a5f0958/HowTo_InstagramDMExamplesImage07_d3a8c32748925b3de1659be67da5348b.png) 1\. "We offer a 30-day return policy for most items. If you are not satisfied with your purchase, you can return it for a full refund within 30 days of receiving the item. Some exclusions apply, so please check our refund policy on our website for more details.” 2\. "We accept returns on non-sale items within 60 days of purchase. To initiate a return, please email our customer service team at \[email address\] and they will assist you with the process. A refund will be issued once we receive the returned item and confirm that it meets the conditions of our return policy." 3\. "Hello 👋 We offer a 100% satisfaction guarantee. If you are not happy with your purchase, you can return it for a full refund within 14 days of receiving the item. Please note that the item must be in its original condition and packaging to be eligible for a refund." #### Instagram DM Templates: Influencer Collaboration Looking to collaborate with an influencer for your brand? You have to first introduce your business and provide some background information before you express your reason for reaching out to them. By providing a clear, professional pitch, businesses can communicate their goals and values to potential influencer partners and establish a strong foundation for a successful collaboration. ![This%20is%20an%20image%20that%20show%20an%20instagram%20dm%20examples%20of%20how%20to%20reach%20out%20to%20influencer.%202.%20%26quot%3BHi%20%5BInfluencer%20Name%5D%21%20I%27m%20the%20social%20media%20manager%20for%20%5BBusiness%20Name%5D%20and%20I%27ve%20been%20following%20your%20content.%20We%27re%20looking%20for%20talented%20content%20creators%20to%20work%20with%20for%20our%20brand.%20Let%20me%20know%20if%20you%27re%20available%20for%20a%20call%20to%20discuss%20this%20further.%20Thank%20you%21](https://images.ctfassets.net/ph8r57dk1q9w/5sAoaJlb89OhSUixcDECTq/9e62063439e8b7570097d22f3962eb25/HowTo_InstagramDMExamplesImage08_e93dc7cec64cbf673eb8ddcb3042629f.png) 1\. "Hi there! I love your content on Instagram. I work for \[Business Name\] and we're looking for influencers to collaborate with on a new campaign. We think your style and audience would be a great fit 🥰 Are you interested in discussing a potential collaboration? Let me know!” 2\. "Hi \[Influencer Name\]! I'm the social media manager for \[Business Name\] and I've been following your content. We're looking for talented content creators to work with our brand. Let me know if you're available for a call to discuss this further. Thank you!” 3\. "Hi \[Influencer Name\], we at \[Business Name\] are interested in a long-term collaboration. By partnering with us, you’d have the opportunity to reach a wider audience through our marketing efforts and we’d love to discuss it further with you." Next, we will demonstrate the various methods for sending Instagram Direct Messages. ### How to Send Instagram Direct Message Now we’ll go through the steps for sending an Instagram Direct Message via the Instagram app inbox, the Meta Business Suite Inbox and a third-party business messaging platform like respond.io. #### How to Send Instagram DM on Instagram Message App Inbox First, let’s go through the steps for sending an Instagram DM via your Instagram app inbox. On your Instagram home feed, click the paper plane icon in the top right corner to access your direct messages. In the direct message page, click the *New Message* button in the top right corner and select the recipient for your message. ![This%20is%20a%20screenshot%20that%20shows%20the%20steps%20to%20sending%20message%20on%20your%20instagram%20app.%20On%20your%20Instagram%20home%20feed%2C%20click%20the%20paper%20plane%20icon%20in%20the%20top%20right%20corner%20to%20access%20your%20direct%20messages.%20In%20the%20direct%20message%20page%2C%20click%20the%20%u201CNew%20Message%u201D%20button%20in%20the%20top%20right%20corner%20and%20select%20the%20recipient%20for%20your%20message.Type%20your%20message%20in%20the%20text%20field%20and%20click%20%u201CSend%u201D%20to%20send%20the%20message.%20You%20can%20also%20add%20photos%20or%20videos%20to%20your%20message%20by%20clicking%20the%20camera%20icon.%20Alternatively%2C%20you%20can%20send%20a%20direct%20message%20to%20someone%20by%20clicking%20the%20%u201CSend%20Message%u201D%20button%20on%20their%20Instagram%20profile.](https://images.ctfassets.net/ph8r57dk1q9w/HcH7GTpcqoPhFFkKIVEc3/2bf9386f378125820ce4d12068166b68/UploadWeChatlogo4_710454f4a8ee333a327cccbe739019e0.jpg) Type your message in the text field and click *Send* to send the message. You can also add photos or videos by clicking the camera icon. Alternatively, you can send a direct message to someone by clicking the *Send Message* button on their Instagram profile. Next, we’ll take a look at the steps to send an Instagram Direct Message from your Meta Business Suite Inbox. #### How to Send Instagram DM on Meta Business Suite Inbox To send Instagram direct messages through Meta Business Suite Inbox, keep in mind that you will need to [connect your Instagram account to Facebook](https://respond.io/blog/instagram-business-chat#toc-mobile-12). Once connected, follow the steps below. 1\. **Click** *Inbox* on the left panel of the page. ![This%20is%20a%20screenshot%20of%20the%20first%20step%20of%20how%20to%20send%20instagram%20dm%20on%20meta%20business%20suite.%20Click%20Inbox%20on%20the%20left%20panel%20of%20the%20page.](https://images.ctfassets.net/ph8r57dk1q9w/4QFQckHBKLH318Xu0gEtPu/e48b2041d88e0c123924a9237b9ebf33/37_8bcec338f0cf65941abef1b5a133cfe4.jpg) 2\. **Click** *Instagram Direct* in the top panel of the page. ![This%20is%20a%20screenshot%20of%20the%20second%20step%20to%20sending%20dm%20on%20meta%20business%20suite.%20Click%20Instagram%20Direct%20on%20the%20top%20panel%20of%20the%20page.](https://images.ctfassets.net/ph8r57dk1q9w/74HbO1eIl3oTBV2pXXU7uB/69aea79a0651ce842a402e0fc1a13488/38_0337bce7bfd9e39025f0660854c77614.jpg) 3\. **Search** for the Instagram user to whom you want to send a Direct Message. ![This%20is%20a%20screenshot%20of%20the%20third%20step%20to%20sending%20instagram%20dm%20examples%20business.%20Search%20for%20the%20Instagram%20user%20to%20whom%20you%20want%20to%20send%20a%20Direct%20Message.](https://images.ctfassets.net/ph8r57dk1q9w/dLoAqHRhw6JotJK6Cf7lY/dffb39a8b1b0ce242003fc3dea9f09e2/39_311fc7c263f5e89c83c7a2deab5f567f.jpg) Businesses can respond to messages from followers at any time but they can only send messages to Instagram users whom they have interacted with in the past. 4\. **Type** your message in the text field and click *Send* to send the message. ![This%20is%20a%20screenshot%20of%20the%20final%20step%20to%20sending%20instagram%20dm%20template%20on%20meta%20business%20suite.%20ype%20your%20message%20in%20the%20text%20field%20and%20click%20%u201Csend%u201D%20to%20send%20the%20message](https://images.ctfassets.net/ph8r57dk1q9w/66K0sPrJXF4Ua8wF6bfaMV/97297f7983956e0fe0ca94b5b5954086/40_c75470329477454e5ff397596acdb9a4.jpg) You can also attach photos, videos or files to your message by clicking the file icon. As convenient as both the Instagram app inbox and Meta Business Suite Inbox are, they’re only sufficient if you’re running a small business. As your business grows, you’ll find yourself looking for a messaging platform that offers advanced features like chat automation. For this, you’ll need the [Instagram Direct Message API,](https://respond.io/blog/instagram-business-account-multiple-users#toc-mobile-3) which we’ll explore next. #### How to Send Instagram DM on Respond.io With Messenger API for Instagram, you can [automate responses to inquiries](https://respond.io/blog/instagram-auto-reply), capture customers’ information and [automate sales](https://respond.io/blog/how-to-sell-on-instagram-dm#toc-mobile-9) and [customer support](https://respond.io/blog/instagram-customer-service#toc-mobile-6), which in turn increases customer engagement and satisfaction. Before you begin, you need to first [connect your Instagram API to a third-party messaging platform like respond.io](https://help.respond.io/channels/instagram#connecting_instagram) as it doesn’t come with a front-end interface. One thing to note though, Instagram does impose a 24-hour messaging window for the API account. Thankfully, respond.io’s [Human Agent Tag](https://respond.io/blog/facebook-business-chat#toc-mobile-10) opens a 7-day messaging window, allowing agents more time to solve complex inquiries. 1\. **Select** *Messages* on the side navigation menu of the respond.io platform. ![This%20is%20a%20screenshot%20that%20shows%20the%20first%20step%20to%20sending%20instagram%20direct%20message%20examples%20on%20respond.io.%20Select%20Messages%20on%20the%20side%20navigation%20menu%20of%20the%20respond.io%20platform](https://images.ctfassets.net/ph8r57dk1q9w/3mCGRT5ZyYzIBudmhum9sS/f848624d79ee76de189fe07955e37bb1/41_346fa0cd5a6d716b9bcd403fd9cd21e4.jpg) 2\. **Search** for the Instagram user to whom you want to send a message and make sure the messaging window is not closed. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20send%20dm%20on%20respond.io.%20Search%20for%20the%20Instagram%20user%20to%20whom%20you%20want%20to%20send%20a%20message%20and%20make%20sure%20the%20messaging%20window%20is%20not%20closed.](https://images.ctfassets.net/ph8r57dk1q9w/4fhBfTyCLUSPJOqdiGhEvh/d3bc57d273a15d5a96b7f8fbfa1bf4bf/42_c3e9c22439c15c273e1950a73c8fddd7.jpg) 3\. **Type** your message in the text field and click *Send*. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20send%20messages%20on%20respond.io.%20Type%20your%20message%20in%20the%20text%20field%20and%20click%20Send.](https://images.ctfassets.net/ph8r57dk1q9w/7yUh6GiY2seowMC02J8iWt/ed7443e88a91b913339ecec0f0ee8915/Screenshot2022-12-27at12_25_14PM_cb0cab953517b1f7bf98033021c505c7.jpg) You can add emojis, photos, videos, files or voice messages to your message by clicking the file icon. Alternatively, use the [Snippets](https://help.respond.io/workspace-settings/snippets) feature to create and save canned responses to reply to frequently asked questions with a couple of keystrokes. Using respond.io allows you to contact the customer on another [connected channel](https://help.respond.io/quick-start/connecting-channels) if the Instagram messaging window has closed. However, the customer must have previously chatted with you on the alternate channel and some conditions may apply, such as using [Message Tags for Facebook](https://respond.io/blog/facebook-message-tag) or [template messages for WhatsApp](https://respond.io/blog/whatsapp-template-message). Sending a Direct Message on Instagram is a quick and easy way to communicate with your customers and build stronger relationships with them. Want to get started? [Sign up for a free trial with respond.io](https://app.respond.io/user/register) and start using Instagram to chat with your customers today. ### Further Reading If you found this helpful, here are some additional articles on Instagram to level up your business: - How to Sell on Instagram - Instagram Business Account Multiple Users: A How-To Guide - A Guide to Using Instagram Web Chat for Business ## [Instagram Welcome Message Examples: 15 Instagram Welcome Messages for Your Business](https:/respond.io/blog/instagram-welcome-message-examples) Looking for Instagram welcome message examples? We’ve got you. Here we’ve listed some ready-to-use examples for your business. Looking for Instagram welcome message examples that you can use for your business? In this article, we'll cover the basics and benefits of a welcome message, provide examples and sample templates of messages to use on Instagram and guide you through the process of setting up Instagram welcome messages. ### What is Instagram Welcome Message? [Instagram](https://respond.io/blog/instagram-business-chat) is [one of the most popular social apps in the world](https://respond.io/blog/instagram-business-chat#toc-mobile-2) and it’s no wonder more and more businesses are using it to engage with customers and convert leads. One easy way businesses can use Instagram to build customer relationships is by sending welcome messages. An Instagram welcome message is an automated message that is sent to customers when they start a new conversation with you on Instagram Direct. Next, we’ll take a look at why it’s a good idea to set up welcome messages for businesses. #### Benefits of Welcome Messages Welcome messages are a crucial element in creating a positive customer experience. They serve as an introduction to your brand and provide guidance to customers as they navigate their journey with you. By providing clear, helpful and personalized information in the welcome message, businesses can effectively engage and assist customers, resulting in more satisfying and successful interactions. Here are some of the benefits: ![This%20is%20an%20image%20that%20shows%20the%20benefits%20of%20welcome%20message%20instagram.%20It%20helps%20to%20shorten%20response%20time%2C%20improve%20customer%20satisfaction%20and%20helps%20to%20set%20expectations%20for%20customers.](https://images.ctfassets.net/ph8r57dk1q9w/25klDJPjWYSBpWItkisYMu/0ffb85707325923f7761cf7dca77e282/HowTo_InstagramWelcomeMessage_Image01_5919aae5f9bc91a8aaf262182a5751a5.png) - Improve customer satisfaction: A personalized welcome message can make customers feel valued and appreciated. This can help create a positive first impression, which can lead to increased customer satisfaction. - Set expectations: Manage customers’ expectations by clearly communicating when they can expect a reply and include a call-to-action (CTA) to prompt them on what steps to take next. Now that we’ve learned everything about Instagram welcome messages, we’ll share some ready-to-use examples. ### Instagram Welcome Message Examples In this section, we’ll take you through the best practices for crafting effective welcome messages and share a list of samples for various use cases. #### Best Practices for Welcome Messages When creating a welcome message, it is essential to keep in mind the key principles of effective messaging. The following guidelines will help you compose a message that communicates your purpose and connects with customers. ![This%20is%20an%20image%20that%20shows%20welcome%20message%20for%20instagram%20page%20best%20practices.%20They%20are%3A%20Keep%20your%20messages%20short%20and%20straight%20to%20the%20point.%20Use%20a%20friendly%20and%20approachable%20tone%20that%20aligns%20with%20your%20brand%27s%20voice.%20Personalize%20your%20message%20to%20make%20customers%20feel%20seen%20and%20heard.%20Include%20their%20names%20and%20other%20relevant%20details%20if%20possible.%20Add%20a%20CTA%20to%20guide%20customers%20and%20let%20them%20know%20what%20they%20should%20do%20next.%20Make%20sure%20to%20monitor%20and%20respond%20to%20customer%20messages%20in%20a%20timely%20manner%20to%20ensure%20a%20positive%20customer%20experience](https://images.ctfassets.net/ph8r57dk1q9w/3iU6RquB4bGl4n7vChh4sP/bb15b414253e9706c5e669ce1596e417/HowTo_InstagramWelcomeMessage_Image02_11f60cd5b246bc0598545a8a9b384857.png) Here are some recommended best practices to consider: - Keep your messages short and straight to the point - Use a friendly and approachable tone that aligns with your brand's voice - Personalize your message to make customers feel seen and heard. Include their names and other relevant details if possible. - Add a CTA to guide customers and let them know what they should do next - Make sure to monitor and respond to customer messages in a timely manner to ensure a positive customer experience Now let’s go through the various types of welcome messages you can use for different scenarios. #### Instagram Welcome Message Examples: General Welcome General welcome messages demonstrate attentiveness to customers and encourage them to make their inquiries confidently. Many businesses use standard greetings like the ones below as a default. ![This%20is%20an%20example%20of%20a%20general%20welcome%20message%20in%20instagram%20and%20here%27s%20the%20example%3A%20%22Hello%21%20We%27re%20glad%20you%20reached%20out.%20How%20can%20we%20help%20you%3F%22](https://images.ctfassets.net/ph8r57dk1q9w/7I9Nbd2uRC4QZsr43wEDI/9ef7e92a2da7cca30192d3e399cba1a2/HowTo_InstagramWelcomeMessage_Image03_30d95de05dfd3129f812a5b2f947db6b.png) 1. "Hello! We're glad you reached out. How can we help you?" 2. "Hi! We appreciate you taking the time to contact us. How can we assist you today? 😊” 3. "Thank you for stopping by [Business Name]'s page! Our support agents are available Monday-Friday from 10 AM to 6 PM 😊. Please leave your question here and we'll get back to you during business hours. #### Instagram Welcome Message Examples: Special Offers Businesses can use this opportunity to promote their products or services in their Instagram welcome messages. Let’s check out some examples below. ![This%20is%20an%20image%20that%20shows%20an%20example%20of%20best%20welcome%20message%20for%20instagram.%20Here%27s%20the%20example%3A%20%u201CHi%20%5BName%5D%2C%20thank%20you%20for%20dropping%20by%21%20Our%20team%20will%20get%20back%20to%20you%20within%20an%20hour%20%uD83D%uDE4F%uD83C%uDFFB%20Did%20you%20know%20that%20we%20have%2020%25%20off%20on%20all%20our%20skincare%20products%3F%20Use%20%5BCode%5D%20at%20checkout%20to%20enjoy%20this%20limited-time%20offer%21%u201D](https://images.ctfassets.net/ph8r57dk1q9w/2dAoQyTgkRi6eFSfMzcjbF/b89ba987ce9ea1e67a98ddecc8ee859d/HowTo_InstagramWelcomeMessage_Image04_991690576be7c15f89433bbeccb55270.png) 1. "Hello! We've received your message and will respond to you as soon as possible. We'd like to let you know that we have a treat for all followers. Use the code [Code] at checkout to receive 20% off your next purchase. 🎉" 2. “Thank you for reaching out, we will reply within the next 3 hours. Also, it’s our 3rd anniversary! We’d like to thank you for your support with 10% off the Signature collection. Just use the discount code [Code] at checkout before [Date].” 3. “Hi [Name], thank you for dropping by! Our team will get back to you within an hour 🙏🏻 Did you know that we’re offering 20% off all skincare products? Use [Code] at checkout to enjoy this limited-time offer!” #### Instagram Welcome Message Examples: Lead Capture You can also use Instagram Direct Message to collect customer information. Customers who follow your Instagram account are already interested in your products or services and are more open to being contacted on other channels by your company. You may refer to these samples. ![This%20is%20an%20image%20that%20shows%20welcome%20message%20for%20new%20instagram%20followers%20with%20a%20lead%20capture%20message.%20%22Hello%20and%20welcome%20to%20%5BBusiness%20Name%5D.%20If%20you%27d%20like%20to%20know%20more%20about%20our%20services%2C%20please%20leave%20your%20email%20address%20and%20our%20agent%20will%20send%20the%20catalog%20over.%20We%20appreciate%20your%20interest%20and%20look%20forward%20to%20assisting%20you%20%uD83D%uDE4F%uD83C%uDFFB%u201D](https://images.ctfassets.net/ph8r57dk1q9w/6MgHXAQPabJMTtyv0sy1q4/d1d14ecc4576e9af729fcc8f44640537/HowTo_InstagramWelcomeMessage_Image05_8e9437958b68a02d9fe886cd94b7dd4e.png) 1. "Hi, we’ve received your message and will be right with you. In the meantime, if you want to be the first to know about our promotions, DM us your email address and we'll add you to our email list." 2. "Hello and welcome to [Business Name]. If you'd like to know more about our services, please leave your email address and an agent will send our catalog over. We appreciate your interest and look forward to assisting you 🙏🏻” 3. "Hey there, [Name]! We're glad you're interested in our photo printing services 📸 For urgent matters, please share your phone number and we'll call you within the next hour.” #### Instagram Welcome Message Examples: Customer Support Some businesses use Instagram to provide customer support. Welcome messages like the ones below can help set expectations for visitors in terms of response time or the availability of support agents when seeking assistance. ![This%20is%20an%20image%20that%20shows%20an%20example%20of%20a%20greeting%20message.%20Here%27s%20the%20example%3A%20%22Have%20a%20question%3F%20%uD83E%uDD14%20Don%27t%20hesitate%20to%20leave%20it%20here%20and%20we%27ll%20do%20our%20best%20to%20get%20back%20to%20you%20within%20the%20next%2030%20minutes.%20Our%20team%20is%20dedicated%20to%20providing%20timely%20and%20helpful%20support.%u201D](https://images.ctfassets.net/ph8r57dk1q9w/6buYjPyfix5virEvvmj0lR/7555ea3c5ff6a4bd27098cb3a4abfd86/HowTo_InstagramWelcomeMessage_Image06_1085093e2c006364876111bb4bc9509b.png) 1. "Hello and thank you for your message! We're here to help you with any questions or issues you may have. Please send us a message with your concerns and one of our friendly agents will get back to you shortly.” 2. "Have a question? 🤔 Don't hesitate to leave it here and we'll do our best to respond quickly. Our team is dedicated to providing timely and helpful support.” 3. “Hi [Name], thank you for reaching out! We’ll get back to you within an hour. For general inquiries, you can also check out our FAQ page at [link].” #### Instagram Greeting Message Examples: Seasonal Messages Incorporating seasonal elements in your welcome message can improve customers’ perception of your business. Some businesses may have special discounts or items for certain festive seasons and this is the perfect place to mention them. ![This%20is%20an%20image%20that%20shows%20seasonal%20message.%20Here%27s%20the%20example%3A%20%22Merry%20Christmas%21%20Thank%20you%20for%20visiting%20us.%20We%20apologize%20for%20the%20delay%20in%20responding%20as%20we%20are%20currently%20busy%20preparing%20and%20shipping%20Christmas%20orders.%20Please%20check%20out%20our%20page%20for%20special%20deals%20while%20you%20wait%20for%20our%20reply.%20%uD83C%uDF81%u201D](https://images.ctfassets.net/ph8r57dk1q9w/PBy472ubiQhJ8jfV0ZxpC/6a27f09406f271e640657cb49bb52454/HowTo_InstagramWelcomeMessage_Image07_31831b67385268f8a08bf83e27f65a0d.png) 1. "Merry Christmas! Thank you for visiting us. We apologize for the delay in responding as we are currently busy preparing and shipping Christmas orders. Please check out our page for special deals while you wait for our reply. 🎁” 2. "Happy Valentine's Day 💓! We're currently busy and we will respond to you as soon as possible. If you're looking for a last-minute gift, we're happy to inform you that we offer 24-hour delivery on all our items.” 3. "Thank you for reaching out! We will get back to you soon. As Mother's Day is coming up, we have a curated collection of jewelry that would make the perfect gift to spoil your mom. Don't forget to check it out. 🥰” #### A Compilation of Great Welcome Message Examples Here are a few examples of great welcome messages: 1. Welcome to our company! 🥳 We’re so excited to have you as part of our team. 2. We’re glad you’ve chosen us, and we want to show our appreciation by giving you a special incentive. 🎉 3. We’re delighted to have you as our customer. We know you won’t be disappointed with your purchase. 😊 4. Thank you for joining us! We’re looking forward to a long and prosperous relationship. 🤝 Next, we will show you the different methods for creating Instagram welcome messages next. ### How to Set Up Instagram Welcome Message In this section, we’ll walk you through the process of sending an Instagram welcome message via the [in-app inbox on Instagram](https://respond.io/blog/instagram-business-chat#toc-mobile-7) and then through [Instagram Direct Message API](https://respond.io/blog/instagram-business-chat#toc-mobile-9) connected to a customer conversation management software such as respond.io. #### How to Set Up Welcome Message on Instagram Message App Inbox Creating a welcome message via your Instagram app inbox can be done in just a few steps. ![This%20is%20an%20image%20that%20shows%20how%20to%20send%20welcome%20message%20to%20new%20followers%20on%20instagram.%20First%20you%20need%20to%20go%20to%20settings%2C%20then%20click%20business%2C%20followed%20by%20welcome%20message.%20Finally%2C%20craft%20your%20message.](https://images.ctfassets.net/ph8r57dk1q9w/yAdnt02Ey5jxvEFbJ0FjH/752cb9dfcac67dcf3a0b7abbb7154d8c/UploadWeChatlogo2_c09dd85d7561b588a83982d6aa78a112.jpg) To set up a welcome message via your Instagram app inbox, follow the instructions below: 1\. **Click** on the three horizontal lines located in the top right-hand corner of your Instagram profile page. 2\. **Click** on *Settings*, then *Business*, and finally *Welcome message*. 3\. **Turn** on the toggle to *Show welcome message*. 4\. **Type** in your desired message in the text field and click *Save*. Your welcome message will be sent the next time a customer starts a conversation. Do note that the ability to set up a welcome message on Instagram is only available on the Instagram app for Android phones. This feature is not available for iPhone users. If you’re an iPhone user, you can find an alternative method in the next section. #### How to Set Up Welcome Message on Respond.io Businesses can [connect their Instagram Direct Message API to respond.io](https://help.respond.io/channels/instagram#connecting_instagram) to [set up and automate welcome messages](https://help.respond.io/quick-start/automated-welcome-and-away-messages) for their Instagram business accounts. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20up%20welcome%20message%20on%20respond.io.%20Businesses%20can%20connect%20to%20respond.io%20and%20set%20up%20welcome%20messages.](https://images.ctfassets.net/ph8r57dk1q9w/1Epvrw5nqVQ5SIexVp1deY/18cdd905dcb4b97399efd0a3c766cab3/welcome-away-success-welcome-message_be755511149edd8ef120a3938d5ac09a.png) The steps shown in the above link include an option to set business hours and apply welcome messages for all connected channels on respond.io, such as Instagram, [WhatsApp](https://respond.io/blog/whatsapp-business-app), [Facebook Messenger](https://respond.io/blog/facebook-business-chat) and more. By default, Instagram imposes a 24-hour messaging window for API accounts. However, respond.io's [Human Agent Tag](https://respond.io/blog/facebook-business-chat#toc-mobile-10) feature extends this window to 7 days, providing your agents with more time to effectively handle complex inquiries. Now that we’ve demonstrated how to set up welcome messages on Instagram, you can start sending them today. [Sign up for a respond.io account](https://app.respond.io/user/register) to get started. ### Further Reading If you found this helpful, here are some additional articles on Instagram to level up your business: - A Guide to Using Instagram for Customer Service - How to Add WhatsApp to Instagram - 21 Instagram DM Examples for Your Business ## [Instagram Widget for Website: A Guide to Using Instagram Web Chat for Business](https:/respond.io/blog/instagram-widget) Want to add Instagram widget on your website? Here, we'll show you what an Instagram widget is, how to set it up, its benefits and finally, how to incorporate automation into your Instagram webchat with respond.io. Are you using Instagram to grow your business? Then you’ve come to the right place. Here, we will explain what the Instagram widget for website is, how to set it up and how Instagram web chat benefits businesses. Plus, we’ll also show you how to automate responses with respond.io. ### Instagram Widget: An Introduction Today, there are more than [2 billion active users and more than 200 million business accounts](https://respond.io/blog/instagram-business-chat#toc-mobile-2) on Instagram. It’s no wonder [businesses are leveraging Instagram](https://respond.io/blog/instagram-direct-message-api) to promote their brands, drive sales and provide support to customers. ![This%20is%20an%20image%20that%20describes%20why%20businesses%20should%20use%20instagram%20widget%20for%20business.%20Today%2C%20there%20are%20more%20than%201%20billion%20active%20users%20and%20more%20than%20200%20million%20business%20accounts%20on%20Instagram.%20It%u2019s%20no%20wonder%20businesses%20are%20leveraging%20Instagram%20to%20promote%20their%20brands%2C%20drive%20sales%20and%20provide%20support%20to%20customers.%20Want%20to%20learn%20how%20to%20direct%20message%20on%20instagram%20and%20how%20to%20chat%20on%20instagram%20on%20web%3F%20Find%20out%20in%20the%20next%20section](https://images.ctfassets.net/ph8r57dk1q9w/4j8ZbCvHjVO97eJcTUPOTA/2ad9d56894e300fd8ca634167dbe98fe/InstagramWebchatImage01_a03eb4cb16f177ec5a12dbe469ae0d73.png) To allow customers to communicate directly with you, businesses can add an Instagram widget (or Instagram web chat) to their websites. Customers who click on the widget will land on your Instagram profile, where they can slide into your Direct Messages (DM). Businesses can respond via one of these three methods: [Instagram App Inbox](https://respond.io/blog/instagram-business-chat#toc-mobile-7), [Meta Business Suite Inbox](https://respond.io/blog/instagram-business-chat#toc-mobile-8) and [Instagram Direct Message API](https://respond.io/blog/instagram-business-chat#toc-mobile-9). The first two options are for micro to small businesses with low volumes of messages. ![This%20is%20an%20image%20that%20describes%20the%20benefits%20of%20using%20instagram%20widget%20for%20business.%20Customers%20who%20click%20on%20the%20widget%20will%20land%20on%20your%20instagram%20profile%2C%20where%20they%20can%20slide%20into%20your%20DM.%20and%20this%20is%20how%20to%20reply%20on%20instagram%20dm.%20](https://images.ctfassets.net/ph8r57dk1q9w/4IaQPrYZv6uLc38Tx0P9WX/f3773b5eeda7515597985ee7bf7a41b9/InstagramWebchatImage02_8c1e1012b9e494e6b2bc20200c33c8c1.png) If you’re looking for a more advanced solution, opt for Instagram DM API and [connect it to a messaging inbox like respond.io](https://respond.io/blog/instagram-direct-message-api#toc-mobile-13) to manage all the incoming messages. For this article, we’ll be focusing solely on Instagram DM API. Let’s move on to the next section where we’ll show you how to integrate Instagram widget with your website. #### How to Set Up Instagram Widget for Website The process for setting up an Instagram widget is simple and can be done quickly by [following these steps](https://help.respond.io/workspace-settings/growth-widgets#creating_widget). ![To%20get%20started%2C%20navigate%20to%20Settings%20%3E%20Growth%20Widgets.%20Then%2C%20click%20Add%20Widget%20and%20choose%20Instagram%20Widget%20before%20clicking%20Create%20Widget.%20After%20that%2C%20enter%20the%20website%28s%29%20where%20you%20want%20to%20add%20the%20chat%20widget%20and%20select%20the%20account%20you%20want%20to%20create%20a%20widget%20for.](https://images.ctfassets.net/ph8r57dk1q9w/5a5Sv9Fszm3Ontox1ctL4f/ad87569761154dfcdb10001f5095d781/screenshot-2023-03-23-at-52453-pm_86dabaf12960295ebf70b7b6790d2531.jpg) To get started, navigate to *Settings* > *Growth Widgets*. Then, click *Add Widget* and choose *Instagram Widget* before clicking *Create Widget*. After that, enter the website(s) where you want to add the chat widget and select the account you want to create a widget for. ![This%20is%20an%20image%20that%20shows%20how%20to%20select%20the%20account%20you%20want%20to%20create%20a%20widget%20for.](https://images.ctfassets.net/ph8r57dk1q9w/3dDJwziMtUx1JzblypIQxY/1c4b948a5d2ee2a318f17aa252ddb5ba/screenshot-2023-03-23-at-52605-pm_4fa3209fd98c94a978ea62b0824590cb.jpg) You can add a pre-filled text or customize the widget’s appearance by clicking on the *Advanced Settings* buttons. Finally, click *Generate Widget*, copy the generated script and install it on your website. If you want to connect with customers across multiple channels, an [omnichannel widget](https://respond.io/blog/omnichannel-widget) can help. You can also opt to [add a website chat widget to your website](https://help.respond.io/website-chat-widget/website-chat-widget-overview). Now that you've successfully set up your Instagram widget, we’ll show you how businesses can leverage it to maximize its potential next. ### How to Use Instagram Widget for Your Business Here, we’ll share examples of how businesses can use the Instagram widget for sales and support. #### Instagram Widget for Sales Through the widget, customers can visit your profile, browse your shop, send inquiries and check out purchases without leaving the app. You can also enjoy messaging features like read receipts and [generic templates](https://developers.facebook.com/docs/messenger-platform/instagram/features/generic-template/) to highlight your products to customers. ![This%20is%20an%20image%20that%20describes%20instagram%20web%20chat%20for%20sales.%20Customers%20can%20shop%20and%20check%20out%20within%20the%20app%2C%20business%20can%20check%20message%20status%2C%20highlight%20products%20and%20build%20relationship%20with%20prospects.%20Want%20to%20know%20how%20to%20reply%20to%20a%20message%20on%20Instagram%3F%20Read%20on%20to%20find%20out.%20](https://images.ctfassets.net/ph8r57dk1q9w/i7xQfsuseZa04zL4yxAgs/40d38f8b13ec19ac4cafbe926a3c9d50/InstagramWebchat_Image05_069c7861082643f18895640e3ce213ea.png) The [Human Agent Tag](https://respond.io/blog/facebook-message-tag#toc-mobile-1) – available to selected businesses (like respond.io) under Facebook’s Beta Program – extends messaging window to 7 days, giving salespeople additional time to reach out to prospects after the [24-hour messaging window](https://respond.io/blog/instagram-business-chat#toc-mobile-6:~:text=Instagram%20Direct%20Message%20API%20Messaging%20Rules%20and%20Features). Next, we’ll look at how businesses can use Instagram widgets to handle customer support. #### Instagram Widget for Customer Service One advantage of using Instagram widgets is its ability to help businesses provide real-time support. For returning customers, support agents can identify them by their Instagram handles and access the conversation history in a messaging inbox like respond.io, thus providing agents with context to customize support for each of them. ![This%20is%20an%20image%20that%20describes%20why%20embed%20instagram%20direct%20website.%20support%20agents%20can%20identify%20them%20by%20their%20Instagram%20handles%20and%20access%20the%20conversation%20history%20in%20a%20messaging%20inbox%20like%20respond.io%2C%20thus%20providing%20agents%20with%20context%20to%20customise%20support%20for%20each%20of%20them.](https://images.ctfassets.net/ph8r57dk1q9w/3TtAsMaUu5q6LKC8wvz7II/e72bd734834e12aa89f581d628f27f31/InstagramWebchat_Image06_e73422c9335272366199d1ba65fad510.png) Additionally, support agents can take advantage of the Human Agent Tag to follow up on complex inquiries at a later time. We’ll share details on how to automate responses with respond.io next. ### Handle Instagram Conversations Easily with Respond.io In this section, we’ll go over the different ways to create Instagram-related [chat automation](https://respond.io/blog/inbound-conversations) on respond.io’s Workflows. #### Instagram Web Chat: Automate Responses to FAQs Imagine the number of people asking the same question in a day. Instead of replying to them one by one, you can automate responses to frequently asked questions (FAQ) on the Instagram widget. Questions like “What are your operating hours” can be automatically answered without any human intervention. This will greatly reduce agents’ workload and allows them to focus on important matters. ![This%20is%20an%20image%20that%20describes%20how%20to%20automate%20responses%20with%20respond.io%20workflows.%20Businesses%20can%20set%20up%20to%2010%20FAQs%20and%20responses%20via%20multiple%20choice%20question%20step.](https://images.ctfassets.net/ph8r57dk1q9w/5jT4BwnQieSdedlQPquobd/8c7ad19e06ea7780614406476fc3257f/Screenshot2022-07-29at9_39_38AM_d709e7ca7fdc1dde6db32bd4a7866244.png) Businesses can set up FAQs natively on the app, but Instagram only allows [a maximum of four questions and responses](https://help.instagram.com/4153704678000867?helpref=related). By contrast, you can set up to 10 FAQs and responses via the [Multiple Choice Questions Step](https://help.respond.io/workflows/workflow-steps#step_ask_a_question) with respond.io’s Workflows. #### Instagram Web Chat: Set Up Away Messages As much as businesses want to be there 24/7 for their customers, it’s simply not possible. However, you can set up [Away Message](https://respond.io/blog/instagram-auto-reply)[s](https://respond.io/blog/instagram-auto-reply) to automatically respond to customers outside business hours and let them know when to expect a reply. ![This%20is%20an%20image%20that%20describes%20how%20to%20set%20up%20away%20message%20for%20chat%20insteagram%20web%20or%20instagram%20widget.%20you%20can%20set%20up%20Away%20Messages%20to%20automatically%20respond%20to%20customers%20outside%20business%20hours%20and%20let%20them%20know%20when%20to%20expect%20a%20reply.](https://images.ctfassets.net/ph8r57dk1q9w/7gAJy0T47BPuI9dXswHbud/d7851105835526586fa693ae209d75a9/Screenshot2022-07-15at9_33_07AM_8b8ceaac7f08871439317ddc8453d57f.png) Respond.io’s Workflows also allows you to capture customer information by adding the [Ask A Question](https://respond.io/blog/question-bot) Step. You can save the responses as [Variables](https://help.respond.io/dynamic-variables/dynamic-variables) to customize your replies. For instance, you can ask customers if they want to view the menu or leave a message for the support team. If they choose support, you can route them to the support team. Check out some examples of [away messages](https://respond.io/blog/away-message-for-business#toc-mobile-4) [on Instagram](https://respond.io/blog/away-message-for-business#toc-mobile-4) that you can use. #### Instagram Web Chat: Route and Assign Customers Effortlessly When customers start a new conversation, it’s important to identify which team within the company will be responsible for handling the conversation. Chat routing reduces the conversation resolution time by identifying the customers’ inquiries and assigning them to the right team. A reduction in conversation resolution time will lead to higher customer satisfaction. ![this%20is%20an%20image%20that%20describes%20why%20use%20chat%20routing%20on%20instagram%20chat%20web.%20Chat%20routing%20reduces%20the%20conversation%20resolution%20time%20by%20identifying%20the%20customers%u2019%20inquiries%20and%20assigning%20them%20to%20the%20right%20team.%20](https://images.ctfassets.net/ph8r57dk1q9w/5A10GCDYaPWqAqTpQblMrS/12c77644aaf30a5b6ab6ae372b5f1226/InstagramWebchat_Image07_9dbe84e4892b4b84bc599955c8e5d59e.png) To further reduce response time, you can create a [pre-chat survey](https://respond.io/blog/pre-chat-survey) to collect contact information. You can use the information to customize Workflows and implement [auto assignment logic](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to connect customers to agents efficiently. Whether you’re using it to market your product or provide customer support, integrating Instagram widgets into your website can benefit your business. Want to get started with Instagram widget? [Connect your Instagram account](https://help.respond.io/channels/instagram#connecting_instagram) to respond.io now. ### Further Reading Want to learn more about how to use Instagram to grow your business? Check out these articles: - How to Use Auto Reply on Instagram - A Guide to Using Instagram Business for Multiple Users - How to Use Click to Instagram Direct Ads ## [Instant Messaging For Business: Your Best Options](https:/respond.io/blog/instant-messaging-for-business) Instant messaging for business is more important than ever. We've compiled a list of the best instant messengers for internal communication and customer interaction. Billions of people around the world use instant messaging apps, platforms and software to communicate with each other every day. It’s a great opportunity to better reach your customers or communicate with colleagues and clients. But what is the best instant messenger platform for business? In this article, you’ll learn about instant messaging for business, both for your customers and your team. ### What is Instant Messaging for Business? If you’ve used instant messaging apps like WhatsApp, Messenger or Microsoft Teams, you’re already familiar with instant messaging. Not only are they useful for communicating with friends and family, but you can also use them for business operations. From sales and support to internal communication, there are many benefits to business messaging. But how does it compare to traditional channels like phone calls and emails? #### Instant Messaging vs Traditional Channels Traditional channels like email and phone calls are the official means of communication between businesses. But because they are slow and cumbersome, they’ve fallen out of favor with many people. Instant messaging offers real-time communication that is mobile-centric. It’s a convenient and effective way to message one another without the hassle that traditional channels bring. Next, let's look at the best instant messaging software you can use to communicate with customers. ### Instant Messaging Platforms: The 8 Best Apps to Message Customers [Conversational sales](https://respond.io/blog/conversational-commerce) and [conversational support](https://respond.io/blog/conversational-support) are on the rise and there is a slew of instant messaging software for your business to connect with customers. But not all these apps are created equal. Despite a shared core function, these apps have many differences that you should be aware of. ![Image%20showing%20the%20top%208%20apps%20for%20external%20business%20messaging](https://images.ctfassets.net/ph8r57dk1q9w/2cdIreWoZzSiexA7T7MyTq/4c9c97f809caceed9e5519dd23b8bf16/instant-messaging-best-ims-for-business-13-image-01_4d494bfd7441edd8602bee545f284948.png) So which is the best instant messaging app for your business? Here are some instant messaging platform examples for your consideration. #### Instant Messenger For Business: WhatsApp Business [WhatsApp](https://respond.io/blog/whatsapp-business) is one of the most popular messaging platforms in the world, with 2.4 billion users globally. It’s obvious why many businesses are on this channel. If you want to take advantage of this huge audience, then you should use a WhatsApp Business product. There are two WhatsApp Business products that allow businesses of all sizes to reach out to WhatsApp’s massive user base, and even from other Meta channels like Facebook and Instagram. ![Image%20showing%20messenger%20platform%3A%20WhatsApp%20Business](https://images.ctfassets.net/ph8r57dk1q9w/zYQ2xq4G0sHirbPAuUv0D/eb197a3daa2b0ef37a3d48dd2aab9975/instant-messaging-best-ims-for-business-13-image-02_5f640c0bcc93347f9c79688bba36f9e7.png) The [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) is free to use and suitable for small businesses. But for larger businesses that send and receive a high number of messages, the [WhatsApp API](https://respond.io/blog/whatsapp-business-api) is the better choice. Use cases for WhatsApp Business include [marketing](https://respond.io/blog/whatsapp-marketing), [sales](https://respond.io/blog/whatsapp-sales) and [support](https://respond.io/blog/whatsapp-customer-service), which are the core of many businesses. But it can do so much more. If you use WhatsApp API, you can integrate your tech stack and connect it to your existing [CRMs](https://respond.io/blog/whatsapp-crm) and e-commerce platforms. #### Instant Messenger For Business: Messenger [Messenger](https://respond.io/blog/facebook-business-chat) shares many similarities with WhatsApp, other than being owned by Meta. It too has over [2 billion monthly active users](https://www.prnewswire.com/news-releases/meta-reports-fourth-quarter-and-full-year-2022-results-301736645.html) and has products for both small and large businesses. It also has a [global reach](https://respond.io/blog/top-messaging-apps#toc-mobile-6), especially in North America and Europe. ![Image%20showing%20instant%20messenger%20platform%3A%20Messenger](https://images.ctfassets.net/ph8r57dk1q9w/3uoEH6YBYSgBSoefW6kX23/aaaf4b69943a41be864dc5b3cac7ab13/instant-messaging-best-ims-for-business-13-image-03_96395837a9c45ed1d0b37a22ecb51a9d.png) You can leverage Facebook’s features to reach out to more customers. Businesses can engage with customers through [QR codes](https://respond.io/blog/facebook-messenger-code#toc-mobile-6), [chat links](https://respond.io/blog/facebook-messenger-ads#toc-mobile-1), [chat widgets](https://respond.io/blog/add-messenger-to-website), [comments](https://respond.io/blog/facebook-messenger-for-customer-service#toc-mobile-3) and [ads](https://respond.io/blog/facebook-messenger-ads). These are all means to draw customers into a conversation with you to provide [sales assistance](https://respond.io/blog/messenger-sales) or [support](https://respond.io/blog/facebook-messenger-for-customer-service), or even [market your products or services](https://respond.io/blog/facebook-messenger-marketing). #### Instant Messenger For Business: Instagram Business Chat [Instagram Business Chat](https://respond.io/blog/instagram-business-chat) is a powerful instant messaging app for a business looking to engage with their customers on Instagram. It has features like Reels, Stories, and Instagram Direct Messaging, with over [2 billion monthly active users worldwide](https://www.bloomberg.com/news/articles/2022-10-26/meta-s-instagram-users-reach-2-billion-closing-in-on-facebook). Instagram Business Accounts also provide businesses with the tools they need to increase brand awareness and sell their products or services on the platform. It supports insights into followers' demographics, highlights products in Stories with [Instagram Shop](https://business.instagram.com/shopping) and [runs ads on Instagram](https://respond.io/blog/click-to-instagram-direct-ads). ![Instant%20messenger%20platform%3A%20Instant%20Business%20Chat](https://images.ctfassets.net/ph8r57dk1q9w/7u60LyYLPpB81VFvdYCcim/a6490929be2c333fec003c26de3d8144/instant-messaging-best-ims-for-business-13-image-04_f35318db6486c5444afe04d012347f15.png) You can choose an appropriate Instagram inbox for your needs depending on the number of messages you send and receive. In ascending order of message volumes, businesses can use the Instagram App Inbox, Meta Business Suite or Instagram Message API connected to a messaging inbox. #### Instant Messenger For Business: WeChat Official Account If your customer base is in China, then there’s one clear choice for you: [WeChat](https://respond.io/blog/wechat-official-account). It holds a dominant position there with [80% of its population being active users](https://www.statista.com/topics/9085/wechat/#editorsPicks). And unlike other apps in this list, WeChat is more than just a messenger. ![Image%20depicting%20instant%20messenger%20platform%3A%20WeChat%20Official%20Account](https://images.ctfassets.net/ph8r57dk1q9w/2Gsac6tZeCwm1xoRPFBq3z/2ff9bb4bfb51989894ece21658e22a28/instant-messaging-best-ims-for-business-13-image-05_d0672fe2f8a09cf80c67957eb50f4e5d.png) It is also a social media, [payment](https://respond.io/blog/wechat-official-account#toc-mobile-2) and even [ride-hailing](https://www.techinasia.com/wechat-21-million-taxi-rides-booked) platform. It has mini-programs that further add features and services when using the app. Basically, WeChat can be used anywhere in China for just about anything. Because of the app’s versatility, you can expand your business and create an e-commerce store to perform [marketing](https://respond.io/blog/wechat-crm#toc-mobile-6), [sales](https://respond.io/blog/how-to-sell-on-wechat), payment and [support](https://respond.io/blog/wechat-customer-service) tasks all in one place. This makes it very convenient for your customers to do business with you. #### Instant Messenger For Business: Telegram [Telegram](https://respond.io/blog/telegram-for-business#toc-mobile-2) is known for its focus on privacy and security. It offers a secure instant messaging experience with end-to-end encryption for a business to communicate with customers. Unlike some of the other channels in this article, Telegram doesn’t have a dedicated business app. ![Image%20showing%20instant%20messenger%20platform%3A%20Telegram](https://images.ctfassets.net/ph8r57dk1q9w/52zL1l5mSJiG9jlYUXWAwf/42ed491f0a645307152b92f20cd225b4/instant-messaging-best-ims-for-business-13-image-06_96665bd91136eb064d13fef3d2cd4e36.png) Instead, businesses can use a [Telegram bot](https://respond.io/blog/telegram-for-business#toc-mobile-4) to create a branded Telegram account. However, the Telegram bot lacks an interface and needs to be connected to a messaging inbox like respond.io to send and receive messages, just like WhatsApp API and [Messenger API for Instagram](https://developers.facebook.com/products/messenger/messenger-api-instagram/). Businesses can host the entire customer journey with Telegram. It can [promote products with broadcasts](https://respond.io/blog/telegram-broadcast), [qualify sales leads](https://respond.io/blog/telegram-crm#toc-mobile-7), [sell products](https://respond.io/blog/how-to-sell-on-telegram), and even [collect payments](https://respond.io/blog/how-to-sell-on-telegram#toc-mobile-4). #### Instant Messaging Platforms: LINE If you’re looking to create a presence in countries like Japan, Taiwan or Thailand, consider using a [LINE Business Account](https://respond.io/blog/line-business) to reach your customers. In these key markets, LINE is more than just an instant messaging app. ![Image%20showing%20instant%20messaging%20platform%3A%20LINE](https://images.ctfassets.net/ph8r57dk1q9w/5080j9I2h9GiaCCfLcNdZC/0e34e561018b55ac1213f26abde5e4fd/instant-messaging-best-ims-for-business-13-image-07_ca620b8956051993ebbf52b5b0dd7628.png) It also has a [digital payment system](https://pay.line.me/portal/jp/main), a [ride-hailing service](https://linetaxi.com.tw/), a [cryptocurrency trader](https://www.bitmax.me/), an [advertising platform](https://www.linebiz.com/jp/service/line-ads/) and more. LINE’s versatility allows businesses to do [promotions](https://respond.io/blog/line-broadcast), [sell products and services](https://respond.io/blog/line-sales), [make payments](https://respond.io/blog/line-sales) on the app and [provide customer support](https://respond.io/blog/line-customer-service). #### Instant Messaging Platforms: Viber [Viber](https://respond.io/blog/viber-for-business) has over a billion users worldwide, with a strong presence in Eastern Europe, the Middle East and Southeast Asia. Businesses can leverage this huge user base with either Viber Business Messages or Viber Chatbots to send transactional, promotional and conversational messages to customers. If you’re a large business that sends and receives a high volume of messages, [Viber Business Messages](https://respond.io/blog/viber-for-business#toc-mobile-4) is the way to go. A unique feature of the service is that SMS is used as a fallback when there isn’t an internet connection, so sent messages are almost guaranteed to be delivered. ![Image%20showing%20Instant%20messaging%20platform%3A%20Viber](https://images.ctfassets.net/ph8r57dk1q9w/3xLjfUKw7OuRbWhZJtSlqP/8a80d8d8812d55b7d87e83ed77fbf0b4/instant-messaging-best-ims-for-business-13-image-08_46a12feb6d77abf3430d45b3a8e1c956.png) For small to medium-sized businesses, [Viber Chatbot](https://respond.io/blog/viber-for-business#toc-mobile-5) is the better choice. You get up to 10,000 free chatbot-initiated messages per month, but you’ll need to connect it to a messaging inbox as it doesn’t have a user interface. Keep in mind that using Viber Business Messages or the chatbot may [incur charges](https://respond.io/blog/viber-for-business#toc-mobile-6). New [chatbots created](https://help.respond.io/l/en/viber/viber#getting_a_viber_bot) after 05/02/2024 will need to pay for every chatbot-initiated message and a maintenance fee of EUR 100.00, per Viber’s updated [Chatbot Commercial Model](https://help.viber.com/hc/en-us/articles/15247629658525). #### Respond.io: The All-In-One Instant Messaging Software Respond.io is a customer conversation management software that supports all the instant messaging channels listed above and more for your business. Its [omnichannel inbox](https://respond.io/blog/omnichannel-ecommerce) allows businesses to manage all these channels in one place. It also offers features to improve performance and the customer experience. Examples of these features include [merging contacts](https://respond.io/blog/merge-contacts) to create a single customer story across channels, [setting up broadcasts](https://help.respond.io/broadcasts/sending-a-simple-broadcast) for multiple channels from a single broadcast builder, [automating tasks](https://help.respond.io/workflows/workflows-overview) like [routing](https://help.respond.io/inbound-conversations/route-new-and-returning-contacts) and [assigning contacts](https://help.respond.io/messages/assignment-and-closing-a-conversation) to agents, analyzing the performance of [agents](https://help.respond.io/dashboard-reporting/reports-leaderboard) and [broadcasts](https://help.respond.io/dashboard-reporting/reports-broadcasts) and more. ![Image%20showing%20instant%20messaging%20software%3A%20Respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2N99TdGZKIOi7KFchxDLMf/8fba6bf1ed41bfc89f0a4ec5fb136d4e/instant-messaging-best-ims-for-business-13-image-09_927f4ccc1b24344d836d8636adb82302.png) Integrate channels like [WhatsApp](https://respond.io/blog/whatsapp-crm), [Messenger](https://respond.io/blog/facebook-messenger-crm), [Viber](https://respond.io/blog/viber-integration), [Telegram](https://respond.io/blog/telegram-crm) and others with [third-party software](https://help.respond.io/workspace-settings/integrations) like CRMs and e-commerce platforms. Businesses have access to popular software like [Salesforce](https://help.respond.io/e-commerce-crm-integrations/salesforce), [Hubspot](https://help.respond.io/e-commerce-crm-integrations/hubspot), [Shopify](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify) and [Magento](https://help.respond.io/e-commerce-crm-integrations/ecommerce-integration-magento) among others. Respond.io can do all of this and more. It has the potential to improve the way your business interacts with customers and build brand loyalty in the long term. Now that you’re familiar with instant messaging platforms for customer communication let’s look at instant messaging apps for internal communication and collaboration. ### Instant Messaging Platforms: The 7 Best Apps for Internal Business Messaging Instant messengers aren’t just for communicating with customers; they are also crucial tools for communicating with colleagues. These instant messaging software also have other features that improve productivity and collaboration. ![Image%20showing%20the%20top%207%20apps%20for%20internal%20business%20messaging](https://images.ctfassets.net/ph8r57dk1q9w/43YoEospfRsKgTKvlPLvmf/10e909273c9a597ab9c46e832e0c9862/instant-messaging-best-ims-for-business-13-image-10_35753d072326ba7f184c707069465a69.png) Which is the best instant messaging app for your business? Here are the top 7 instant messaging platforms for internal communication. #### Slack [Slack](https://slack.com/about) is an instant messaging platform that enables real-time messaging, file sharing, and integrations with various business tools. It offers channels, private groups, and direct messaging for effective internal collaboration. ![Image%20showing%20instant%20messenger%20software%20for%20business%3A%20Slack](https://images.ctfassets.net/ph8r57dk1q9w/6zFINH5yZDFxHWWloEmg28/a919ae209015f10ef18ab30cdabe95c2/slack_7fc3256a3a22eac228d455c9e96dc4b1.jpg) There is a learning curve for new users, but once you get used to it, you can take advantage of features like a workflow builder and app integrations to boost your productivity. Best of all, it can be [integrated with respond.io](https://respond.io/blog/slack-notification-incoming-webhook) to consolidate internal and external communication. #### Microsoft Teams [Microsoft Teams](https://teams.microsoft.com/edustart) is a comprehensive collaboration platform integrated with the Microsoft 365 suite. It combines chat, video conferencing, file sharing and project management tools into one interface. Even external parties that work with your organization can join internal channels and groups to collaborate. ![Image%20showing%20instant%20messenger%20software%20for%20business%20Microsoft%20Teams](https://images.ctfassets.net/ph8r57dk1q9w/17FWDpNN6uMQLMVEwpp4UY/0ddd4a6e22496837ada5da0e7a6a104b/teams_284aa43269949f295adaeedf6d449d20.jpg) As powerful of an instant messaging app Microsoft Teams can be for your business, it can be buggy and unreliable at times. In fact, there are so many issues that there’s a [list of common problems](https://www.digitaltrends.com/computing/microsoft-teams-problems-how-fix-them/) and solutions to fix them. #### WeCom [WeCom](https://work.weixin.qq.com/) is the enterprise version of WeChat, offering secure communication for businesses. It has features like video calls, file sharing and integration with third-party apps. If you already use WeChat, you’ll feel right at home when using WeCom. ![Image%20showing%20instant%20messenger%20software%20for%20business%20WeCom](https://images.ctfassets.net/ph8r57dk1q9w/52Hv5EVJsktFDFHHJpzk25/ddcf76c8ce0722f1b68017236c3aa370/wecom_70caff50e6cc817e56d63f4b8fe35663.jpg) What makes WeCom special is that it has office automation tools like attendance and approvals. Unfortunately, some WeCom features are not available in some languages or regions. So, to make full use of it, you need to be in mainland China and set the language to Simplified Chinese. #### Google Chats [Google Chat](https://chat.google.com/), previously called Hangouts Chat, is a communication service by Google. It offers group chats, Google Workspace integration and Spaces where tasks can be assigned and files can be shared. It can be accessed through their website, app or Gmail. ![Image%20showing%20instant%20messenger%20software%20for%20business%20Google%20Chat](https://images.ctfassets.net/ph8r57dk1q9w/3PJzBdExKsSodPSRTE1yIM/7cfd397298177dcbf69ada54f50fb24b/google-chat_5a478a5a42df980ca563c454a8a90488.jpg) However, there is a concern that Google might not maintain Google Chat for the long term. This is because Google has been known to [halt support](https://killedbygoogle.com/) for many of its products. #### Workplace from Meta [Workplace from Meta](https://www.workplace.com/), formerly known as Facebook Workplace, is very similar to an ordinary Facebook account but with additional features that are built for businesses, like video calls, group chats and integration with third-party apps. It also has unique features, like a Knowledge Library that stores key information all in one place, just like a company intranet. ![image%20showing%20instant%20messenger%20software%20for%20business%20Workplace%20from%20Meta](https://images.ctfassets.net/ph8r57dk1q9w/2PUyGb3ufmlfDXfWRkW6Sl/028be92e42dbfe71c2ca6e99ac7b0e7b/workplace_31745489eda34588378a42c7c9634dbc.jpg) Unlike Meta’s other products, your data is not sold to advertisers. In fact, no ads are shown in Workplace. #### ProofHub [ProofHub](https://www.proofhub.com/) is an all-in-one project management and collaboration tool. You can draw up project plans, manage tasks and files, communicate with stakeholders and do so much more. It also has a simple pricing plan, charging you a flat fee regardless of the number of users you have. ![Image%20showing%20instant%20messenger%20software%20for%20business%20ProofHub](https://images.ctfassets.net/ph8r57dk1q9w/1OL3EbzSkHkBMO7nF1RhUn/ca429b9e655495bb517a09fb6b27e5a3/proofhub_7066ca2b09ffa447542fd3ee039f0d2c.jpg) If your business relies on third-party apps, ProofHub might not support integration for the apps you use. If you do choose ProofHub, you should expect a steep learning curve before mastering it. #### Mattermost For technical teams that want a highly bespoke platform, look no further than [Mattermost](https://mattermost.com/). Open source by design, your team can tinker around with the source code to customize this instant messaging software in a way that no other app on this list can offer. ![Image%20showing%20instant%20messenger%20software%20for%20business%20Mattermost](https://images.ctfassets.net/ph8r57dk1q9w/5kcXrnIVMEJf0IMWxUwlMY/9ca93e511a4230e48c7f3cdbd441785a/mattermost_ff491cd658e0756d093d374f72b3ed98.jpg) There is a free plan for smaller teams, but this must be self-hosted, meaning you need to bear the costs of setting up and maintaining a server. Mattermost also offers cloud plans, but you’ll need to pay at least $10 per user per month. ### Which Should You Choose? Selecting the right instant messaging app for your business depends on your specific requirements, target audience and geographical focus. Whether it's for customer communication or team collaboration, the apps listed above offer a range of features and capabilities to suit various business needs. Assess your goals, consider the pros and cons and choose the instant messenger that aligns best with your organization's communication strategy. Ideally, the app you choose should be powerful and flexible enough to support both customer messaging and internal communication, like respond.io. This will consolidate your communication efforts and simplify things for you and your organization. ### Further Reading If you want to read more insightful articles like this, click on the links below: - WhatsApp Business API: The Ultimate Guide to WhatsApp API - WeChat Official Account: The WeChat Business Ultimate Guide - Telegram Business: The Ultimate Telegram for Business Guide ## [Interakt Review (2026): Key Features, Pricing & Best Alternatives](https:/respond.io/blog/interakt-review) Interakt is an affordable WhatsApp + Instagram Business CRM with AI Agents. It's great for SMBs, but it's limited in terms of automation, SLAs and scalability. Interakt started as a WhatsApp Business CRM for B2C businesses, but it recently expanded its range to include Instagram and AI Agents via Haptik’s “AI for All” initiative.  It remains an attractive choice for small and medium businesses due to its affordability and quick setup. But growth-oriented B2C companies should closely evaluate its AI depth, automation limits and enterprise reliability before they commit to using Interakt. If you’re looking to scale, you’ll need a more robust solution. That’s where respond.io stands out. Respond.io remains the more robust alternative for businesses wanting to scale, especially when you need more omnichannel support, enterprise SLAs and advanced automation. ### What is Interakt? Interakt calls itself a “WhatsApp full stack platform” Sales CRM, with emphasis on Instagram and AI Agents, designed to help businesses sell and support customers at scale. Its no-code chat flows, click-to-WhatsApp ads and broadcasts make it easy to start outreach and drive conversations, while the shared inbox supports collaboration across teams. Marketing teams should still validate whether ad-driven chats can be routed fast, tagged by source, retargeted later and measured through to revenue, because click-to-WhatsApp performance is only valuable when the platform can connect paid traffic to downstream conversion outcomes. The platform also offers integrations with e-commerce platforms and customer relationship management systems, but buyers should verify whether the sync is bi-directional, whether conversation activity can move lifecycle stages and whether managers can see who qualified, followed up and advanced each lead. Contact storage alone is not enough for a revenue team. Respond.io connects conversation data to sales motion more cleanly with integrations plus AI Agents that qualify leads, update lifecycle stages, route by intent and generate summaries for handovers. Interakt also claims “unlimited conversations” with no markup and supports large-scale notifications (e.g., “5M+ notifications in a single day”). For Shopify sellers, features like abandoned cart reminders and WhatsApp order confirmations help recover lost sales and improve customer retention. In short: Interakt positions itself as a low-barrier CRM platform for WhatsApp and Instagram, enhanced with chat automation and catalog commerce. ### Interakt review, at a glance | Category | Details | | --- | --- | | Verdict | 6.5/10 | | Best for | Small to medium businesses, early B2C businesses | | Interakt pricing | Affordable, with tiered plans available (Ranging from USD12 - 69 per month) | | Core Strength | Fast setup, supports WhatsApp and Instagram, offers AI Agent (via Haptik) and simple automations | | Primary Weaknesses | Lacks published SLAs, limited workflow automation depth and unclear AI maturity | | Best Interakt alternative: Respond.io | More suited for medium to large B2C businesses requiring scale, reliability and true omnichannel reach | ### How to evaluate an Interakt alternative for revenue growth The right alternative should protect revenue as conversation volume, team size and channel mix grow. Buyers should compare platforms on the factors that change response speed, conversion visibility and long-term operating cost. - Channel coverage: Teams should look beyond WhatsApp and check whether the platform also supports Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email so leads and customers do not get split across tools. - Automation depth: Basic auto-replies are not enough once teams need lead qualification, routing by intent, follow-ups, lifecycle updates and clean handovers. - Reporting and attribution: Managers need more than delivery and reply metrics. They should check whether the platform shows conversation outcomes, agent performance, lifecycle movement and source-level conversion. - Integration flexibility: The platform should connect cleanly to the current customer relationship management system, ad workflows and internal tools without forcing manual updates. - Support quality: Buyers should verify how fast help is available when campaigns or service queues are live. That means checking whether support is available through live chat or voice, what onboarding covers, whether migration help is included and how escalations are handled during peak periods. Slow support can turn a platform issue into missed follow-up and lost revenue, especially when service level agreements around response time matter internally. - Reliability: Published uptime commitments and clear ownership of issue resolution matter when customer conversations affect daily revenue. - Pricing transparency: Buyers should check how costs change as contacts, usage and advanced features grow. Respond.io uses Monthly Active Contacts pricing, which is often easier for growing B2C teams to forecast than fragmented plans or seat-based buying. ### Interakt review in average customer ratings & user feedback ![Screenshot%20from%20G2%20%28As%20of%2029%20Oct%202025%29](https://images.ctfassets.net/ph8r57dk1q9w/2Ufe8rt1WzPugdPa3zEiNO/bf037d10c656b55249d7b68eb3c3b0dd/Screenshot_2025-10-29_at_4.48.53â__PM.png) - G2:4.5/5 stars (63 reviews) - Capterra: 4.4/5 stars (12 reviews) - Trustpilot: 2.3/5 stars (6 reviews) #### Overall positive themes - Many users praise Interakt for its cost-effectiveness and ease of use of the platform. - The shared inbox and basic automation are commonly praised to be useful for small teams. #### Overall critical observations - The latest feedback dates back to 2024, with most feedback dating from 2022-2023 and no recent reviews found. - Some feedback points to limitations in analytics depth and advanced routing logic. For a revenue leader, the key question is whether the platform goes beyond message delivery and reply counts to show campaign attribution, agent or rep performance, lifecycle conversion and conversation outcomes by source. Without that reporting layer, it becomes harder to prove return on investment from customer conversations. - Some buyers express concern over complicated platform and automation setups, weak support responsiveness, slowness or delayed messages and limited transparency on uptime. For mid-market B2C teams, support quality is a commercial issue, not just a service issue: slow escalation, limited live channels or weak onboarding help can stall campaigns, delay lead response and leave teams exposed during peak periods. Because Interakt is relatively new in its AI and Instagram expansion, detailed user reviews on those features are not available yet. #### Who is Interakt best for? - Small and medium businesses and startups that want to launch WhatsApp and Instagram messaging with minimal friction, based in India and emerging markets - Single or small-agent teams with light to moderate message volumes. - Founders or lean teams who want to utilize conversational engagement affordably. If your team expects to scale, manage multiple channels, or handle high messaging load, Interakt may only serve as a stepping stone. ### Interakt cost Interakt’s pricing is divided into two types of tiered plans, each offering three billing cycles: Monthly, Quarterly and Yearly. The Marketing & Support Hub is designed for teams that focus on customer engagement and support. It includes three plans (Starter, Growth and Advanced), with an Enterprise option available upon request. These plans are marketed with “unlimited agents”. Meanwhile, the Sales CRM is built for teams that prioritize lead tracking and sales pipeline management. It currently offers only a single Starter plan, making it more suitable for small sales teams or early-stage businesses. #### 1) Marketing & Support Hub ![](https://images.ctfassets.net/ph8r57dk1q9w/7dHn8PSHD3WFDOURtcsgKM/5c2972380c3b19d45e8b08aa212a7a35/Screenshot_2025-10-29_at_4.52.36â__PM.png) | Plan | Price (monthly) | Interakt Key Features | | --- | --- | --- | | Starter | $12 | Shared team inbox (Choose between WhatsApp or Instagram), Unlimited free conversations (within Meta limits), send bulk campaigns, Click to WhatsApp Ads, simple notifications and reminders | | Growth | $55 | Includes everything in Starter plan, plus: Advanced campaigns, analytics tracking, basic chatbot builder, catalogs, integrations, webhooks and APIs | | Advanced | $69 | Includes everything in Growth plan, plus: Advanced chatbot flows with branching, conditions and API calls and advanced webhooks | | Enterprise | On request | Includes everything in Advanced plan, plus: Unlimited custom fields, tags and events, personalised support, high rate limits and speeds, unlimited templates with no markup charges | #### 2) Sales CRM ![](https://images.ctfassets.net/ph8r57dk1q9w/1YGs2auY61PRuHF2Vnp7T0/621364e99a88f4b44730b5aee2251d22/Screenshot_2025-10-29_at_4.52.55â__PM.png) We can also note: - AI Agents (via Haptik) are a premium add-on, starting in a range of ₹10,000 (which is roughly around $115) - Meta conversation fees (WhatsApp Business API charges) remain separate and applicable The real cost depends on how many moving parts a team needs to manage after launch. A growing B2C team may end up paying for separate plan families, an AI add-on and Meta fees outside the base subscription, while advanced features can be gated as contact volume and workflow needs grow. Buyers should map total cost around four questions: whether one subscription covers marketing, sales and support, how AI is priced, how costs change as active contacts increase, and whether new teams require extra products or add-ons. Additionally, if a business wants to use Interakt for both marketing and sales purposes, they'll need to subscribe to both plans separately, which can increase costs over time. In contrast, respond.io combines all capabilities into a single plan, covering the full customer journey, from marketing and sales to support, without requiring multiple subscriptions. Respond.io's pricing starts at $99/month (Starter), $199/month (Growth) and $349/month (Advanced), with Enterprise pricing available on request — all built around Monthly Active Contacts and user seats. Respond.io's pricing model also focuses on usage, which becomes more predictable for scaling teams. ### Interakt pros and cons #### Pros of Interakt features - Low barrier to entry & fast setup You can set up WhatsApp + Instagram messaging quickly, without heavy technical setup. - Shared team inbox and assignment A shared inbox only protects revenue follow-up when ownership is clear. Buyers should verify routing rules, collision detection, permissions, internal notes, workload balancing and agent performance visibility so leads do not get double-handled, ignored or stuck with the wrong teammate. For larger B2C teams, respond.io gives managers stronger control across WhatsApp and other key messaging, social, voice and email channels without losing accountability. - AI Agents via Haptik This setup can help with frequently asked questions, basic lead capture and simple first responses, but buyers should test what happens when a lead asks an off-script question, changes intent mid-conversation or needs qualification before handover. Respond.io is stronger for teams that want AI Agents to qualify leads, update lifecycle stages, route by intent, trigger workflows, escalate high-value opportunities and generate summaries for handovers. - WhatsApp sales CRM and commerce-friendly features Qualify leads with no code chatbots, sales pipeline management, shop and pay via chat, order reminders and notifications are part of the offering. #### Cons of Interakt features - Lack of channel coverage Interakt has expanded beyond WhatsApp to support Instagram messaging (including DMs and comments), but without broader channel coverage, growing teams may struggle to unify customer conversations across platforms. - Lack of public SLAs / uptime guarantees Unlike enterprise platforms, Interakt does not prominently publish reliability metrics or SLA commitments. - Limited workflow branching & flexibility For a more complex workflow branching, such as multi-step decision logic or conditional data-based triggers, Interakt’s workflow may not suffice. They also lack analytical depth. - AI maturity is early While AI Agents are a strong differentiator, Interakt AI Agents are still new. Their performance, fallback behavior and error handling are not yet tested at enterprise scale, so the uncertainty in depth and robustness is higher. - Why teams outgrow Interakt operationally The challenge is not only higher message volume. As teams grow, lighter workflow control, limited analytics, support uncertainty, split plans or add-ons and narrower channel coverage can turn a low-cost setup into a harder system to manage. That usually shows up as slower follow-up, weaker pipeline visibility and more friction when new teams or channels need to be added. ### How to use Interakt Interakt offers a free 14-day trial. Here’s a simplified flow to get started: 1. Connect your WhatsApp and Instagram Business accounts through the official Meta setup. Before activation, buyers should also confirm that opt-ins, template approvals and account ownership are handled in a policy-compliant way, because restrictions at this stage can stop campaigns, follow-ups and sales conversations later. 2. Import contacts or integrate your CRM (CSV or via connector). 3. Set up message templates, auto-replies and basic chat flows. 4. Set up and activate Interakt AI Agents (if applicable). 5. Invite your team agents. For lean teams with simple WhatsApp Business CRM needs, the whole setup is quick to put together. However, for more complex mid-market scenarios, you may have limited flexibility and may need a developer to fine-tune integrations and logic. While it’s easier for basic use cases, you may run into constraints when customizing behavior for more branches, high concurrency, or scaling your WhatsApp CRM. #### Interakt's scalability & limitations As usage grows, here’s where you want to validate for scaling your WhatsApp CRM: - Concurrency & message volume: You’ll need to stress-test if Interakt can scale when hundreds of agents and thousands of chats run in parallel. - Reliability & downtime guarantees not transparent: Without published SLAs, you’ll unlikely be able to tolerate risk or failure. - Workflow complexity ceilings: If your logic needs deeper conditional branching or multi-step flows, you may reach the limits sooner. - API and integration throughput: At scale, API latency and rate limits may surface. In short: Interakt is excellent as a cost-effective entry-level tool. However, due diligence is required when scaling teams. These dimensions should be thoroughly tested before committing to riskier projects. #### Why channel and voice coverage matters when you scale As conversation volume grows, a WhatsApp-first setup stops being enough for every revenue-critical moment. High-intent leads often need an immediate call, while escalations need one conversation history that carries from chat to voice without forcing agents to switch tools. - Faster follow-up on hot leads: When calling sits in a separate dialer, sales teams lose time and managers lose visibility into whether outreach actually happened. - Better handovers: If chat and calling live in different systems, teams repeat qualification questions and miss context from earlier conversations. - Clearer attribution: Marketing and sales leaders need to see whether a paid chat, a follow-up call and the final outcome belong to the same contact journey. Respond.io gives growing B2C teams one customer conversation management platform for WhatsApp and other key messaging, social, voice and email channels. Its AI Agents can qualify leads, route by intent, update lifecycle stages, trigger workflows and generate summaries so teams move from message to call without losing context. #### Quick-start features Interakt supports prebuilt WhatsApp message templates for promotions, reminders, order confirmations and more. Before depending on those campaigns for revenue, buyers should test more than delivery and reply counts. The useful checks are whether the platform supports audience segmentation, send timing control, template-level performance reporting, click or conversion visibility and follow-up logic for non-responders. Marketing Managers also need to see whether campaign engagement can be tied to lifecycle movement, sales outcomes and repeat purchase signals. Without that layer, it becomes hard to tell which broadcasts drive pipeline and which only generate message activity. While these templates are excellent for fast launch, the ability to deeply personalize or dynamically branch may be limited compared to enterprise-enabling platforms such as respond.io. ### Verdict If your business roadmap includes cross-channel engagement, higher concurrency, deeper automation and minimal downtime risk, respond.io is the natural next step**.** It offers omnichannel reach, mature AI, integration depth and enterprise-grade infrastructure. In short, start with Interakt if you’re small and budget-conscious, but plan for respond.io once your automation, volume and customer engagement needs expand.  ### Best Interakt alternatives If you’re a growing business evaluating beyond Interakt, here are the leading Interakt competitors you can consider: 1) [**Respond.io**](http://respond.io): Ideal for fast-growing businesses ready to scale. Unlike Interakt’s limited channel scope and entry-level automation, respond.io delivers a full omnichannel suite, enterprise SLAs and mature AI workflows that can handle large-scale customer engagement. - Connect across multiple channels: Reach customers seamlessly on WhatsApp, TikTok, Facebook, Instagram, Telegram, VOIP and more — all from a single unified platform. ![](https://images.ctfassets.net/ph8r57dk1q9w/1kdPC4mQt6ZfsW3ruih18T/a177ba94ff276bcd72f3b4e5c7281614/0f328717aa8b08c14dd24b5139b46885__1_.gif) - Automate your conversations with customers using mature AI Agents that understand context, trigger automation autonomously, reference your business’s knowledge sources and respond naturally across channels. ![](https://images.ctfassets.net/ph8r57dk1q9w/2uW6bW8MhLVtWtZAKYHh3N/ec27ae66243522b29ce1fdfc4e6add6a/5657afa80ea28a105f598b1ccab05f8e__1___1_.gif) - Track and manage Contacts throughout every stage of your sales process with the Lifecycle feature on the shared inbox ![](https://images.ctfassets.net/ph8r57dk1q9w/5pb37iGsZAcoD1trNh3sCO/ca1e0416bb9ede798a5dc98b76807476/Screenshot_2025-05-23_at_11.45.42â__AM.png) - Track conversation trends, agent performance and customer’s lifecycle journey to generate insights for management and improve team efficiency in the comprehensive Reports Module. ![](https://images.ctfassets.net/ph8r57dk1q9w/1GOoaFL15QJViBofAdofhh/62c44276f60608f83b6f1b445baea246/Screenshot_2025-04-24_at_7.21.01_PM.png) 2) **Zoko**: Strong choice for WhatsApp commerce and Shopify integration, but lacks SLA transparency and can become costly as usage scales. Best suited for small Shopify-led businesses, not for enterprises. 3) **SleekFlow**: A regional platform with a strong presence in Asia. However, it doesn't support WhatsApp Business Calling or Voice AI, which may be a limitation for businesses looking to automate and manage customer conversations across both WhatsApp chat and calls. When comparing the alternatives listed above, buyers should map each one to the stage of business it actually serves. Some options fit earlier WhatsApp-led use cases, some suit lighter regional requirements, while respond.io is built for mid-market and growing B2C teams that need broader channel coverage, deeper automation and clearer reliability. Cost should be judged the same way: not just by entry price, but by how billing changes with contact volume, add-ons and team growth. Respond.io uses Monthly Active Contacts pricing, which makes cost easier to forecast for scaling B2C teams than fragmented subscriptions or seat-based expansion. ### Interakt vs respond.io comparison table | Category | Interakt (2026) | Respond.io | Takeaway | | --- | --- | --- | --- | | Ideal Use Case | Small to medium businesses focused on WhatsApp and/or Instagram | Enterprise & growth B2C brands needing omnichannel reach B2Cs and enterprises that need a scalable customer conversations platform to manage high chat and call volumes with AI, deep automation, reporting, analytics and integrations. | Use Interakt if you’re a small business and Respond.io if you’re looking to scale | | Channels | WhatsApp + Instagram | Omnichannel (WhatsApp, WhatsApp Business Calling, Instagram, Messenger, TikTok, email, Telegram, WeChat, VoIP, SMS and more) | Respond.io gives you future-proof flexibility | | AI & Automation | Haptik AI Agents + basic workflows | Mature AI Agent suite + advanced workflow logic | Respond.io is more robust and scalable | | Reliability / SLA | No public SLA | 99.999% uptime, enterprise-grade infrastructure | Lower operational risk with respond.io | | Integrations | 20+ native and API-powered integrations such as Shopify, WooCommerce and other CRMs | 40+ native & custom integrations including Zapier, Make, Hubspot, Salesforce and webhooks | Better flexibility with respond.io | | Support & Onboarding | Limited information, but only Growth and above plans offer assisted support | 24/5 live chat support and 24/7 AI chat. Onboarding is an add-on, along with scheduled customer calls | Stronger partner support for growth teams with respond.io | | Pricing | Attractive entry pricing, choose between two plan options with different subscription fees: 1) Marketing and Support Hub, or 2) Sales CRM | Predictable model based on usage tiers and MACs (Monthly Active Contacts) | Respond.io has better long-term value for scaling teams | Overall, [respond.io](http://respond.io) offers a better solution when scaling teams, including the main differentiators: true omnichannel inbox, AI Agent depth, [99.999% uptime](https://respond-io.betteruptime.com), enterprise infrastructure, 24/5 live support and 24/7 AI support. ### Interakt review takeaways Interakt is an excellent start for small to medium businesses that want a reliable, low-cost entry into conversational CRM on WhatsApp and Instagram. Its strengths lie in cheaper pricing, quick setup, shared inbox and emerging AI, which makes it a smart choice for smaller teams. However, as your operations scale, especially for medium to large B2C businesses, its limitations become more visible. From the lack of published uptime SLAs to restricted workflow flexibility and limited scalability, these are areas that can impact long-term reliability and growth. For growing businesses that value long-term reliability and ROI, respond.io offers a stronger foundation to future-proof your conversational strategy. ### Further reading If you’ve found this article helpful, here are some more for you to check out: - Sleekflow vs Respond.io: 6 Key Features Compared - Which is Better? - Respond.io Alternative: 4 Respond.io Alternatives to Consider - Wati vs Respond.io: 6 Features Growing Businesses Need ## [Introducing Respond 3.0: A User-Centric, Beautiful Leap Forward](https:/respond.io/blog/respond-30) The best just got better. Respond 3.0 is on the way and it promises to make your experience of using respond.io better than ever. Since our inception in 2017, respond.io has been at the forefront of driving conversations between you and your customers. Now, we’ve taken the next step. We’re thrilled to announce Respond 3.0—a massive revamp and redesign of the platform. Learn why we updated respond.io, what’s new and how it benefits you. ### Why Are We Redesigning Respond.io? For the last six years, we have focused on one mission: Revolutionize how businesses communicate with customers to turn every conversation into an opportunity for lasting growth. We are inspired by a vision of a world where every business is just a message away and no conversation goes unanswered. To a great extent, we’ve succeeded. Respond.io now serves over 10,000 brands in over 180 countries in multiple languages, powering customer conversations that drive revenue, customer satisfaction and business growth. We’ve done this through three promises we make to customers: Our technology leadership, uncompromising stability and collaboration with our customers to help them grow. ![The%20current%20respond.io%20interface%20gets%20the%20job%20done%2C%20but%20can%20be%20compliicated%20and%20not%20visually%20pleasing%20for%20some%20users](https://images.ctfassets.net/ph8r57dk1q9w/2YgUj6IFo4fuffAFlqxAZo/67b6df5e0294f349fcc06d1b29cdd7ae/respond-30-blog-image-1_8ba182eaeba4484f7837ecbf0254090f.jpg) We believe the best way to create a platform is to ensure it delivers the results you want. To do this, we work with you to solve real problems and needs through channels such as our feature request board, our customer success managers and more. Respond 3.0 was born from the conversations we’ve had and feedback we’ve gathered from you. Despite the reliability and rich features of the platform, we acknowledge the hurdles you face in using it. First, we wanted to make our platform easier than ever to use. We already created the most powerful platform possible, and now we’re making it easy to use. Second, we’re upgrading the platform's aesthetics so that it’s even better to look at and use. With these insights in mind, we're excited to unveil what's new in Respond 3.0. ### Respond 3.0 Kicks Off With a Gorgeous User Interface Respond 3.0 introduces a fresh look and feel that makes respond.io a pleasure to use even during long hours. Every component in this redesign is meticulously rethought to enhance your experience and efficiency. ![An%20image%20of%20Respond%203.0%27s%20new%20user%20interface](https://images.ctfassets.net/ph8r57dk1q9w/7IQXn3LXNb1dhzDR9wRA7Y/235962b57f28301ec556ba0261ecc6ff/screenshot-2024-06-25-at-53940-pm_aef79995dbb92d266e9e79af1cdf2ae1.png) Overall, the new look and feel present a visually appealing interface. With a modern, welcoming design, it’s a joy to use. ### Inbox Module: Transforming the Way You Chat The Inbox Module, previously known as the Messages Module, has undergone significant enhancements designed to streamline your workflow and improve the efficiency of managing customer interactions. These updates are being rolled out in three stages, with each stage focusing on different aspects of the module. In the first update, we focused on making conversation management more intuitive. A Quick Actions menu now appears when you hover over a conversation card, allowing you to manage conversations without needing to open them. ![An%20image%20that%20highlights%20the%20quick%20action%20menu](https://images.ctfassets.net/ph8r57dk1q9w/3gWxiutFDH6gC9J9LzZlLG/8374107dafe45335db975159f882b9d0/ss2_709ed2f84fa3c8a98cd5e412c973d523.png) This feature reduces the number of clicks required to close, snooze, trigger Workflow shortcuts, or assign conversations, making your tasks faster and more efficient. We’ve also enhanced the visibility of closed and snoozed labels, allowing you to easily identify the status of your conversations at a glance. The search experience has been improved with persistent search categories, making it easier to refine your search and find the conversations you need. ![An%20image%20of%20a%20highlighted%20persistent%20search%20categories%20in%20Respond%203.0](https://images.ctfassets.net/ph8r57dk1q9w/20QvK6bHpQBKytbjy4PxjO/2b89eca2b061bb15a832dbce5c3a24a8/ss3_8168b7973299a7e0c32c060202aba3a9.png) As part of our efforts to enhance your interaction speed, we’ve separated the Message and Comment Composers, ensuring clarity in communication. You can now easily distinguish between messaging a customer and leaving a comment. Additionally, we’ve reorganized the Taskbar to enhance visual clarity, with key features like the contact name now more prominently displayed. ![An%20image%20that%20shows%20how%20the%20message%20and%20comment%20composers%20are%20now%20separated%20in%20Respond%203.0](https://images.ctfassets.net/ph8r57dk1q9w/4liAy5O885g1QTwhvJZSsK/ba818da14bb0b18701787c01fd6b61b2/ss4_f0399097317218f7e3d0b91f73af2be8.png) In the final stage of the update, we focused on simplifying contact management. The Contact Details Drawer has been improved with integrated tabs for Merge Suggestions and Channels, providing a more streamlined view. You can now manage duplicates more efficiently, with detailed information provided during the merge process. Channels are also better organized, and a new Copy button next to all contact fields enhances quick information sharing. ### Enjoy a Great User Experience with Respond 3.0 These updates are designed to provide a smoother, more intuitive experience, enabling quicker decisions and enhancing overall productivity. Shoutout to the customers who worked closely with us and provided valuable feedback, allowing us to design a great platform for real-world use. With Respond 3.0 now fully up and running, we’re excited about what’s next! Be among the first to hear how we’re accelerating marketing and revenue generation opportunities over chat by following us on [LinkedIn](https://www.linkedin.com/company/respondio), [Instagram](https://www.instagram.com/respond.io) or [Facebook](https://www.facebook.com/getrespondio/). ## [Is WhatsApp Secure? 4 Easy Ways to Protect Customer Data](https:/respond.io/blog/is-whatsapp-secure) Is WhatsApp secure? While the app itself is secure, we recommend following these best practices to keep customer data safe. If you’re doing business over WhatsApp, you may wonder, “Is WhatsApp secure?” Leaking personal information from leads and customers can do irreparable damage to your business’s reputation, so it’s vital to keep WhatsApp customer data secure. While WhatsApp itself is relatively secure for sending private information thanks to its end-to-end encryption, businesses must be vigilant in educating agents and limiting the data they have access to. We’ll show you four ways to do this. ### Keep Your WhatsApp Lead Data Secure: 4 Steps to Take Who has access to your lead data? When you’re doing sales over chat, it can be a challenge to keep this data secure on WhatsApp. Even if the chats are encrypted to outsiders, sales agents often have full access to leads’ names and phone numbers. There’s a risk they may use that information inappropriately. Personal identifiable information (PII) protection laws vary across countries, so you don’t want to take any risks. Leads and customers need confidence that any details shared with your business won’t be passed on to other parties. If you’re using WhatsApp, businesses can only send messages to [customers who consent to receive messages from them](https://respond.io/blog/whatsapp-opt-in). When a customer consents, they trust their contact details to remain with your company. How can you make sure their WhatsApp data remains secure? Follow these four best practices. #### 1\. Don’t Allow Sales Agents to Use Personal WhatsApp Accounts Is WhatsApp secure? Yes, WhatsApp conversations are [end-to-end encrypted](https://faq.whatsapp.com/820124435853543), so you don’t need to worry about someone hacking into chats with customers. However, information can be leaked in other ways. Many businesses allow salespeople to use personal WhatsApp accounts to do business. Salespeople get leads into their personal phones, so the company cannot control over what they do with that lead data. They may be spamming people or pursuing their own competing interests, and if they leave the company, they’ll take the lead data with them. Customer Success Manager Asher Phillips notes the risks of this: “Data privacy and security concerns would also arise from this, as there is next to no control over the spread of customer data - this would result in potential customers losing trust in the business and moving on to competitors.” #### 2\. Store Data in a Secure WhatsApp Platform So how do you keep WhatsApp secure in a single account rather than using personal WhatsApp accounts? We recommend using WhatsApp API with a conversation management platform that’s also [a WhatsApp BSP](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider#toc-mobile-1). This ensures that lead data stays within the company as all contacts come in through a single platform. However, when you’re using a third-party platform, you’ll also want to make sure that’s safe from hackers. When you’re [choosing a platform](https://respond.io/blog/secure-messaging#toc-mobile-10), check what cloud storage provider it uses and what security certification it has, if any. Storing data in the cloud offers considerable data protection. Note that the level of security depends entirely on the provider. For instance, Microsoft Azure, Google Cloud Platform (GCP) and Amazon Web Services (AWS) are some of the most reputable and safest providers. ![gif%20of%20ISO%20certification%20showing%20a%20way%20to%20answer%20the%20question%20is%20WhatsApp%20secure](https://images.ctfassets.net/ph8r57dk1q9w/14fA3Bf54ucfuBVPXhtGsf/34c350648b80243dc1f2826df1a94a1a/press-release-iso-certification-1_7742b465ec9c9ea2e04f4587618f4f1b.gif) ISO certification demonstrates a platform’s commitment to security. The [ISO 27001:2022 certification](https://respond.io/blog/iso-certification), awarded by the International Organization for Standardization (ISO), is a globally recognized standard that focuses on establishing, maintaining and continually improving a systematic data security risk management system. #### 3\. Use 2-Factor Authentication or Single Sign-On While having a shared inbox is more secure than using multiple WhatsApp accounts, human error also opens up your WhatsApp lead data to risks. It’s common for data breaches to occur because of easily-guessed passwords or sharing passwords. With 2-factor authentication, agents verify their identity with phone number or email so you can be sure only authorized persons have access to your lead data. Adding [single sign-on](https://respond.io/blog/november-2023-updates-respond-ai-agent-saml-single-sign-on-sso-improved-mobile-app-messaging-experience-and-more#toc-mobile-4) is an even more convenient and secure way to authenticate your agents. With this method, they can log in once with personal information like a one-time password, and then their device will be recognized so they can log in with just a click after that. That way, salespeople won’t need to worry about forgetting passwords. When they want to chat with a customer, all they need to do to log in is click, so you can be sure your business’s WhatsApp is secure. #### 4\. Protect Personally Identifiable Information with Masking However, no matter how secure your WhatsApp platform is and how strong your log-in authentication is, if many salespeople have access to customer information, there’s still a risk of leaks. With a conversation management platform, all agents have access to conversations. While this is a benefit for manager visibility and so that an available agent can quickly respond to any lead who comes in, it also opens up privacy concerns. When all agents can see contacts’ emails and phone numbers, they may potentially violate privacy and consent. ![icons%20showing%20the%20risks%20for%20is%20whatsapp%20secure.%20There%20are%20financial%20costs%20and%20legal%20repercussions%20if%20the%20wrong%20people%20access%20the%20data](https://images.ctfassets.net/ph8r57dk1q9w/10oLX4H34qHZOxwgD58VTJ/915963d0923de63dff7c62cad2959c5e/copy-of-blog-images-template-1-1_bd5fd2faed776c9ee6f3c1003695ac5a.jpg) Data misuse and legal concerns may arise, especially when agents are working remotely, so you’ll have doubts as to whether WhatsApp is secure. There may be similar issues to using personal WhatsApp as sales agents can steal lead data when they leave the company or use it for personal gain on the side. The solution to this? Use [email and phone number masking](https://respond.canny.io/changelog/enhanced-privacy-feature-for-enterprise-users) so that only certain individuals can see leads’ emails and phone numbers. All agents can see the messages in the inbox and respond to them, but they won’t have access to this sensitive information. With respond.io, enterprises have access to this feature, and it’s ideal for businesses with stringent privacy regulations. ### Ensure Customer Confidence by Securing Your WhatsApp Sales Data So, is your WhatsApp secure? Think about how many people in your company have access to WhatsApp lead information. Do you promise customers that their data will be secure? How do you guarantee this? Protect sales data by using a secure platform like [respond.io](http://respond.io/) to manage conversations and data from leads and limit the information salespeople have access to. While you may trust your agents, the fewer people who have access to sensitive information, the safer the information will be. ### Further Reading If you’re interested in learning more about keeping your WhatsApp conversations secure and compliant, check out the following articles: - How to Reverse and Avoid a WhatsApp Business Banned Account - All You Need to Know About Secure Messaging - WhatsApp Opt In: Getting Customers to Opt In WhatsApp ## [July 2023 Updates: New Message Search, WhatsApp BSP Improvements, Make Integration and More](https:/respond.io/blog/july-2023-updates-enhanced-messaging-search-whatsapp-bsp-improvements-make-integration-and-more) July 2023 was packed with new updates across our platform. Explore the improved search capabilities in the Messages Module, WhatsApp BSP improvements, the new Make integration and more! July 2023 was packed with a plethora of new updates and enhancements across our platform, from highly-requested search capabilities to improvements across the platform, all while working on getting our [ISO 27001:2022 certification](https://respond.io/blog/iso-certification). 🥳 Let's dive in and explore the exciting changes we have in store for you! ### Improved Search Capabilities in the Messages Module By popular demand, we’ve enhanced the Messages Module with three new features and a minor improvement that will help customer-facing agents work more efficiently. Let’s take a closer look at these updates. #### Search Messages and Comments in Your Contact List This [highly requested](https://roadmap.respond.io/feature-request/p/search-search-in-messages-module) feature, search for messages and comments, is here! With our new intuitive filters, agents can effortlessly find relevant messages and comments from the Messages Module. ![Search%20information%20by%20messages%20and%20comments](https://images.ctfassets.net/ph8r57dk1q9w/49HtT9GxE0HRGKttzh50dk/b0bf56432a81e3e20e2516786caed487/july-newsletter-01_a4cd7886f7675f25811f2af2abdf4cd8.gif) By just remembering one or a few keywords mentioned during a conversation with a Contact, agents can search for and locate them easily. #### Search Messages in a Conversation Previously, agents had to scroll through the entire conversation history with a customer to find past messages. ![Search%20for%20past%20messages%20in%20a%20conversation](https://images.ctfassets.net/ph8r57dk1q9w/2rcrwhWj45Son0SF1v1m38/649adf2b02b286597a988dd56dcf174d/july-newsletter-02_0963767898ba6573c81efb43bfa6b2bf.gif) To simplify this process, we've added a search bar to the Conversation Actions menu, making it faster and easier for agents to locate specific messages. #### New Inbox Filter: All Status Up until now, Conversations in the respond.io inbox could only be filtered by Open, Closed or Snoozed statuses. This made it difficult for agents to efficiently search for messages, comments or contacts as they had to search for a message within each status individually. ![The%20All%20Status%20filter%20lets%20you%20view%20conversations%20that%20are%20Open%2C%20Closed%20or%20Snoozed%20in%20your%20Contact%20List](https://images.ctfassets.net/ph8r57dk1q9w/1CLHXghQJeE6Aq3BITaOV2/66fba78dab33f83e03c13a55e511dd2e/july-newsletter-03_b3473c8beff9f664a8d56d57c9449705.png) To provide more flexibility, we've introduced an All Status filter. This filter allows you to view all conversations in your Contact List, regardless of Conversation status. This handy filter is now set as the default option for your convenience. #### Collapsible View of Contact Events Conversation Events provide respond.io Users with information about the activities that are happening in a Conversation with a Contact. However, an influx of Conversation Events can sometimes clutter the chat interface. ![Clutter-free%20chat%20interface%20with%20collapsible%20events%20toggle%20list](https://images.ctfassets.net/ph8r57dk1q9w/5YcXUDarFcnY2vAc6wbpC3/0ebed37cd9598c6c2673b65b8742c86a/untitled-design-1_2a53307ece6563facd93dd533b8f56a2.jpg) To address this, we've implemented a collapsible toggle list to group seven or more events triggered in sequence. This ensures a cleaner view while retaining essential information. ### WhatsApp BSP Improvements Since becoming a WhatsApp Business Solution Provider (BSP), we’ve been releasing new features that add value to respond.io WhatsApp Business API. Our recent updates focus on refining WhatsApp Message Template functionalities, with a few extra surprises thrown in. #### Location-based Message Template The new Location-based Message Template is here! With this, businesses can now share location information with customers via a Message Template easily. For example, healthcare companies can use it to direct a customer to the nearest center, while shipping companies can use it to confirm a delivery location. ![Creating%20a%20Message%20Template%20with%20a%20Location%20Header](https://images.ctfassets.net/ph8r57dk1q9w/77DQnlh65LGzTOzgC5W0Gw/cb4448e673e52b2034c664dd885d2f25/screenshot-2023-08-28-at-15856-pm_e8990179c2eb5998df3a3dc2fb7dab71.jpg) Note that this feature is supported for the following WhatsApp BSPs: Respond.io and Vonage, as well as WhatsApp Cloud API. #### Message Template Labels and Label Search Filter Previously, you could not label your Message Templates to categorize them for your convenience. Now, you have the ability to add one or more labels to both new and existing Message Templates. ![Add%20labels%20to%20Message%20Templates%20for%20easy%20categorization](https://images.ctfassets.net/ph8r57dk1q9w/r3SrVq1mcEqe7zSal9rst/c320f0eb70942c6b8170f2d7a7790022/july-newsletter-06_06b5f6ca5263caedf0e9915653ed1e82.gif) This new update allows you to easily filter and search for templates based on specific labels. #### Message Template Status Auto Sync Previously, you couldn’t view the updated status of your Message Template in real time. For instance, when you submitted a Message Template to Meta for approval, you had to manually click on the *Sync Templates* button to get the latest approval status. This action was overlooked at times, resulting in users having outdated information about their Message Template status. ![View%20the%20latest%20Message%20Template%20status%20easily%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/24e5uodKxinDdTdYKFegpy/11e0d1650c399e1ef1636e9ccbefff68/screenshot-2023-08-28-at-122619-pm_fff214113f4638682bbbbf4803795f1a.jpg) This will no longer be an issue for respond.io WhatsApp Business API users as their Message Templates are now automatically synced and the latest status will be reflected on the platform. #### Edit and Delete Message Templates Previously, Users couldn’t edit and delete Message Templates directly on respond.io. If they wanted to edit an existing template, they had to delete the template from Meta Business Manager (now known as the Meta Business Portfolio) and create a new one from scratch. ![Easily%20edit%20and%20delete%20Message%20Templates%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/1sV4yPG8E3fzwXkDJfCMSy/2fec742105943e96d56fe2208b303176/july-newsletter-07_20590393aab7af3eb0c0f209bb15a166.gif) For convenience, you can now edit the content of approved, rejected or paused Message Templates directly on respond.io. Once edited, they can be resubmitted to Meta for approval. Additionally, you can also delete Message Templates easily on the platform. Note that these features are only available for respond.io WhatsApp Business API and WhatsApp Cloud API users. #### View Message Template Quality While in the past businesses needed to visit Meta Business Manager to check their Message Template quality, it is now possible to view it in respond.io’s Message Template manager. This way, you can view the quality rating of each Message Template and improve Message Templates of medium or low quality. #### Quick Access to Recently Used Message Templates To streamline your messaging experience and save you time, we have introduced a list of recently utilized Message Templates within the Messages Modules. ![View%20and%20send%20the%20last%2010%20templates%20used](https://images.ctfassets.net/ph8r57dk1q9w/1RoGzVdxhGAQwvJhGpuUQY/fa164a6e146f6a75b55fad8add12f01e/july-newsletter-09_64fd478acd54da8569c7a196b0ffbccf.png) Click on the Send Message Template button in the Message Composer to view the last 10 templates used. This enhancement simplifies your search process and ensures quick access to frequently used templates. #### New WABA Profile Field: About Respond.io WhatsApp Business API and Cloud API users can now update the About section of their WhatsApp Business Account profile on respond.io. This section should be a clear and concise description of your business. Customers will see the About section under your profile image, phone number and contact buttons. #### Auto Sync WABA Phone Number and Name We have added an improvement to ensure that your Contacts see your most up-to-date WhatsApp phone number and name. Once you update these items in Meta WhatsApp Manager and they are approved, they will automatically sync with respond.io. ### New Make Integration The new native [Make](http://make.com/) (formerly Integromat) integration is now available on respond.io! 🥳  ![Integrate%20Make%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/74Y2B2CAEwiNKRPIlhwxdy/141f9fd311417c9e4a22812ee489bb4e/untitled-design-7_8cbd04551a595e3588e33d5918a730b7.gif) Here’s your ticket to building more comprehensive automation with over 1,300 apps on Make and any other app with an open API. Check out the changes below. #### New Triggers Previously, the Make integration with respond.io did not support any triggers. These are the respond.io triggers you can now use: - New incoming or outgoing message - Conversation opened or closed - New contact is added - Existing contact is updated - Contact tag is updated - Contact assignee is updated - New comment is added for a Contact These triggers allow for a variety of use cases. For example, *New contact is added* can be used to upload new respond.io contacts to a CRM. Similarly, you could automatically transfer comments from respond.io to your sales CRM with the trigger *New Comment is added for a Contact.* #### New Actions The previous Make integration also had a limited number of actions that could be performed. The new integration supports a host of new actions to choose from, including: - Find a contact - Update assignee - Delete a contact - Add a comment - Open or close conversation - Get all the closing notes And many more! To explore all the available triggers and actions, check out the respond.io and Make [integration page](https://www.make.com/en/integrations/respond-io). #### New Templates To help you get started with popular applications such as HubSpot, Shopify, WooCommerce and Pipedrive, we have created a list of readymade Make and respond.io templates[.](https://help.respond.io/l/en/workspace-settings/integrations) Here are some examples: - Send a customer a message via respond.io for new Shopify orders - Add a tag to a contact if they are added to a specified list in HubSpot - Add a note to the contact in Pipedrive when their respond.io conversation is closed These are just a few of the things you can now do. Explore the Make integration to experience the full benefits of this update. ### Minor Feature Improvements Now that we’ve explored all the major improvements, let's look at some minor updates that will take your experience on our platform to new heights. #### New Workflow Question Type: Location Now, businesses can request a customer’s location with the *Ask a Question* Workflow Step, enabling customers to effortlessly share their location in a few clicks. ![Request%20customers%u2019%20location%20with%20the%20Ask%20a%20Question%20Workflow%20Step](https://images.ctfassets.net/ph8r57dk1q9w/63aUTisdZamYgSran71GeY/f34029e943ccc4ec4d8cf34dbf37eff0/untitled-2_9bc9be4f53846ad91649f69d5b72a8e1.jpg) If you have channels like email and SMS that do not support the sending of location messages, customers will need to provide their location in longitude and latitude format. #### Clone Button for Branch Conditions in Workflows To streamline your Workflow creation, you can now use the new *Clone* button for Branch conditions. ![Duplicate%20existing%20Branch%20conditions%20with%20the%20Clone%20button](https://images.ctfassets.net/ph8r57dk1q9w/7EyyiaNicgUUuQqpiqZslA/fd7ba20b835b0c4a02baa66712973cc1/untitled-design-2_18fb657ec2b973ddabe56f0cf8972a52.gif) This allows you to create Workflows even faster by duplicating existing Branch conditions, saving you time and effort. #### Visual Error Display When Deleting a Branch Containing Jump Step When you need to delete a Branch that contains a Jump Step, a blinking indicator will precisely point out the Jump Step that is preventing the deletion. ![Visual%20error%20display%20when%20deleting%20a%20Branch%20containing%20Jump%20Step](https://images.ctfassets.net/ph8r57dk1q9w/4thybGT5QO7shY96CHcnks/d42ba05bfef794a7afc221e01da2c5b2/untitled-design-3_fbaf34fc585ab6bc5132b95592244d56.gif) With this visual indicator, you can quickly identify any conflict when building your Workflow and take appropriate action to resolve it. #### Broadcast Details Drawer and Webhook Payload Improvements To enhance transparency and provide valuable insights into your broadcasts, we've made improvements to the [Broadcast Details Drawer](https://help.respond.io/broadcasts-module/managing-broadcasts). Now, you can easily access information about your broadcasts through helpful tooltips. Simply hover over the tooltips to gain information on the [type of contacts targeted](https://help.respond.io/broadcasts/sending-a-simple-broadcast#whats_app_sms_and_custom_channel), broadcast recipients and the total number of broadcast messages. ![Hover%20over%20relevant%20tooltips%20to%20understand%20the%20information%20shown](https://images.ctfassets.net/ph8r57dk1q9w/38z86X0pDsbSqrolTREUq7/ba509ce070525cdf4a9abe33503cb68a/july-newsletter-15_7b47756f3ed0a482acc107cccb1c6335.jpeg) Furthermore, we've also introduced the "eventType" field in our Webhooks payloads to provide better classification and organization of Webhook data. Learn more about this update [here](https://developers.respond.io/docs/webhooks/lwocem4sq812x-overview). ### Mobile App Improvements Since the release of our new mobile app a few months ago, we've received positive responses and couldn't be more grateful for your support. Building on that success, we've made improvements to enhance your mobile app experience further. #### Enhanced Accessibility with Keyboard Shortcuts Previously, agents had to manually tap on the [Snippets](https://help.respond.io/workspace-settings/snippets), [Dynamic Variables](https://help.respond.io/dynamic-variables/dynamic-variables) and [Mentions](https://help.respond.io/mobile-app/managing-notifications-on-your-mobile#viewing_comments_that_you_have_been_mentioned) icons to initiate their respective actions. We’ve now introduced intuitive keyboard shortcuts to make accessing them more convenient. ![Use%20keyboard%20shortcuts%20to%20access%20Snippets%2C%20Dynamic%20Variables%20and%20mention%20Users%20easily](https://images.ctfassets.net/ph8r57dk1q9w/2brdjCfwTZa0hmWXQPG35A/28197b8dc6f003d2c64329a5356d8c4d/july-newsletter-16_0c4a6b75b3c68e129181f45ad8a705a4.gif) You can use the same shortcuts you would use on the platform. Once you input the shortcut symbols, a list of Snippets, Dynamic Variables and Users will be shown directly above the Message Composer. This allows you to effortlessly access and use them while engaging with customers. #### Send Location-based WhatsApp Message Template to Customers Following the [WhatsApp BSP improvements](https://respond.canny.io/changelog/latest-additions-to-whatsapp-message-templates-more) we mentioned earlier, you can now share location information with customers using the Location-based Message Template on the respond.io mobile app. ![Send%20a%20Location-based%20Message%20Template%20using%20the%20respond.io%20mobile%20app](https://images.ctfassets.net/ph8r57dk1q9w/1qSmLmkvOPeXvd9pVCDS9H/116c5811fd83a7ad9eb493f9351b219d/july-newsletter-17_b4e985a8d77c2752bec468f6950e7210.gif) Simply select the Location Template from the list of approved Message Templates and enter your location details, including coordinates. It’s as easy as that! Note that you have to first create a Message Template with a location header and get it approved on the respond.io desktop app or browser. ### Simplified Technical Issue Reporting To make reporting bugs easier and more efficient, we've introduced a *Report a Bug* button to our web app. This button can be easily accessed from the Help Center located on the side navigation menu of our web application. ![Report%20bugs%20easily%20on%20the%20respond.io%20platform](https://images.ctfassets.net/ph8r57dk1q9w/3E40dDrq5hkTpmWlOLj77T/3a8f9d33f499cf479adeca687654ef15/untitled-design-4_2a019940efd3f132af526fb70c71ddcd.gif) Whenever you encounter any issues while using respond.io, click on the button and provide essential details about the bug. Then, our system will automatically capture pertinent information to expedite the resolution process. ## [June 2023 Updates: The New Respond.io Mobile App, Improved Email Experience, New Workflow Templates and More](https:/respond.io/blog/the-new-respondio-mobile-app-improved-email-experience-new-workflow-templates-and-more) The June 2023 newsletter is packed with updates, from the new respond.io — Inbox mobile app to revamped experiences for email and Workflow Templates. Get the full scoop here! As always, it’s been an action-packed month for the respond.io team. We were awarded [three new badges](https://www.linkedin.com/posts/respondio_respondio-earns-3-new-g2-badges-over-activity-7076800846071549952-evNv?utm_source=share&utm_medium=member_desktop) on B2B software platform G2, including Best Estimated ROI in Customer Communication Management. 🏆 Plus, we’re now on [Threads](https://www.threads.net/@respond.io)! Give us a follow for quality memes and insightful articles on business messaging. And now, let’s show you what we’ve been up to, from the new respond.io mobile app to redesigned experiences for email and Workflow Templates. ### Chat on the Go with Respond.io's New Mobile App At long last, respond.io has a new mobile app! 🥳 Get ready for a great messaging experience that lets you connect with customers anytime and anywhere. ![The%20new%20respond.io%20mobile%20app%20experience](https://images.ctfassets.net/ph8r57dk1q9w/37i3nkExFj3qHnDkEtmtMb/076ab0ae58a3bd16ad1131c2edb60316/mobile-1-1_4e8420855ad14a4df1c1fc758abb94e3.gif) This initial release is centered on the agents who rely on respond.io to read and respond to messages on every channel. Let’s run through the features that make the new app reliable, efficient and easy to navigate. #### Connect with Customers Anytime and Anywhere The Messages Module is still our top priority. The app opens directly to this module and displays your Contact list, which changes according to your selected inbox. You can create a new Contact, switch between Team, Custom and Shared inboxes via the sidebar, as well as filter, search by Contacts or sort messages to find a Contact or conversation. ![Chat%2C%20clear%20tasks%20and%20collaborate%20easily%20on%20the%20app](https://images.ctfassets.net/ph8r57dk1q9w/1Oj7XNucVFittQE8kOmBgk/858675e9ec4051104224a5fdf0d5a5c5/mobile-2_1646fa9c13f62d8a3cda505fb471fc74.gif) The same messaging flexibility and convenience you enjoy on desktop are available on the app so you can chat, collaborate and launch automation easily. Among others, the app allows you to: - Assign Contacts to an agent - Send Snippets, voice notes or files such as invoices, catalogs or guides - Tag colleagues in Comments - Start a Workflow via Shortcuts - Personalize messages with Dynamic Variables - Snooze or close conversations with closing notes - Enable or disable a Dialogflow Bot - View or edit a Contact’s details In other words, you can deliver the same customer experience on the go as you could on desktop. #### Configure Your Notifications and Settings for a Tailored Mobile Experience Create the respond.io experience you want. The Settings menu for the initial release focuses on personal settings, allowing you to edit your user profile and status, switch Workspaces, change your password, or update your mobile notification preferences. ![Tailor%20your%20respond.io%20mobile%20experience%20with%20these%20settings](https://images.ctfassets.net/ph8r57dk1q9w/5WwrjIv4qvOnphRkbkxWax/8d2076bfb2f9e5a98f081099816ec24b/mobile-3_439d1dbb9c354f4c5a288096011ebade.jpeg) While the notification setting in the Settings menu allows you to adjust your alerts and push notifications, the type of notifications you receive are configured in the Notification Center. Here, your notifications are organized into New, Archived and All Notifications. This essentially allows you to treat the center as a task list: Archive notifications that don’t require action, so you only see items you need to follow up on. ![Configure%20which%20notifications%20you%20receive%20on%20the%20app](https://images.ctfassets.net/ph8r57dk1q9w/3QpsdNEtwqD8OGvBw2WwgS/15a7d1e8c5e3c8268d38be53adaa553e/mobile-4_5620d953f491d352004aecda95f77f77.gif) Get the full details about the mobile app in the respond.io [Help Center](https://help.respond.io/mobile-app). More features will be launched soon and you can help us prioritize your needs by [requesting or upvoting new features](https://roadmap.respond.io/feature-request?search=mobile%2520app). For access to additional features in the meantime, use respond.io via the web browser on your phone or desktop. ![Download%20the%20respond.io%20%u2014%20Inbox%20app](https://images.ctfassets.net/ph8r57dk1q9w/Ycqjv6x9UnaxSLr8qgUgi/ee16c2d3f07b71ded898da76c5e7f5f3/mobile-5_11dadfb935d61e12bf85502ad87949d0.png) Ready to make your respond.io experience mobile? Download the new app now by searching for “respond.io - Inbox” in the [Apple App Store](https://apps.apple.com/app/respond-io-inbox/id1667772955) or [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io). To create a new account, sign up for a respond.io account on the desktop to get started. Update your device software to the latest version (Android 10 and above, iOS 16 and above) for an optimal user experience. Please report any issues you encounter while using the in-app bug report button or [contact our support team](https://respond.io/contact) with any inquiries. ### Improved Email Experience on Respond.io You wanted a better email experience, and we delivered. Respond.io is now optimized for email, giving you the same experience of sending emails as your native email channel. Check out some of the improvements below. #### Better Email Management and Formatting Previously, achieving the same formatting as native email channels was not possible on respond.io. For instance, emails received on respond.io’s Messages Module didn't include the email subject, which made it challenging for agents to identify which email they were replying to. ![Reply%20to%20specific%20emails%20in%20your%20desired%20formatting](https://images.ctfassets.net/ph8r57dk1q9w/cnjFI5sMKU3JayiHUv8aE/6d723009148aa3493c936cc00da457d2/email-composer-gif_7f870d3b368b659a87a8c21c54862296.gif) Additionally, on the customer's side, replies were not organized in the same thread within their inbox and instead appeared as new emails. Now, you can: - See email subjects in your Messages Module to reply to specific emails. - Use the Email Composer to compose and format emails according to your preference, just like in your native email channel. - Ensure your emails retain the formatting you apply, allowing contacts to view them exactly as you intended. - CC and BCC stakeholders in all emails or on an ad hoc basis How’s that for a more natural email experience? #### Improved Brand Recognition and Credibility Here’s another pressing issue we solved. Before, customers couldn’t instantly recognize emails from your business as the sender’s email address was displayed in the customer’s inbox instead of the sender’s name and organization. ![Add%20sender%u2019s%20name%2C%20company%20name%20and%20custom%20signatures%20in%20emails](https://images.ctfassets.net/ph8r57dk1q9w/5sVQfBt07ocBgCQeo6efEq/6b54b84c269fc16027ed57efcfa22fa2/email-2_2bd254ab918634fb0e850566b1813cd3.png) This often led to customers doubting the legitimacy of the email, resulting in them ignoring you or marking your emails as spam. To avoid this, you can now specify the sender’s and your company’s name in Settings so customers can immediately identify you in their inbox or email notifications. You can also add a custom signature with your company details to enhance brand presence and establish credibility. #### Compose and Send Emails Automatically with Workflows Previously, there was no option to include an email subject when sending emails using the Workflows Module. Now that respond.io mirrors your native email channel experience, you can apply similar formatting when automating emails using Workflows. ![Compose%20and%20send%20emails%20automatically%20via%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/SlK8YCkjQ9ZQaUwGB6uwp/7c167258bc0708a06d24a7f289d99894/email-3_9c548af4302499138c94a2652dd6c0e4.png) To maintain consistency across all emails sent from respond.io, you can compose and format your email using the [Send a Message Step](https://help.respond.io/workflows/workflow-steps#step_send_a_message) in the Workflows Module and ensure the sender’s name & email signature are included in all emails sent using Workflows. ### All About Workflow Templates Firstly, the Workflow Templates page has undergone a complete revamp! 🏗️ We’ve replaced the previous icon-based templates with visually representative images that indicate the purpose of each template so you can identify and locate your desired template at a glance. ![Locate%20your%20desired%20Workflow%20Template%20quickly%20with%20the%20new%20visually%20representative%20images](https://images.ctfassets.net/ph8r57dk1q9w/1ySuTVAqFn8TGHYCtR9bIL/c4a0d5ccda1b33a0e45ebc64572193c6/workflow-templates-1_9dd033671c59d90d8423929e7ddc3cad.jpg) Need a template that aligns with your specific business processes? We've got you covered! You can now submit your template request. Just scroll to the bottom of the Workflow Templates page and fill in your request. ![Submit%20a%20Workflow%20Template%20request](https://images.ctfassets.net/ph8r57dk1q9w/6g6LOQu79USgQ1dyrnt3Hn/e063c2d9d764e499a8dd991aa8918957/wf-t-2_0498680fab1e782cb82200cb78882a04.png) Now, let’s take a look at what’s new in terms of templates. #### New Workflow Template Preview Page Previously, the only way to understand a Workflow Template was to go through its setup in the Workflow builder and not only understand how it worked but also imagine how this could be applied to your specific use case. ![The%20new%20Workflow%20Template%20preview%20page%20allows%20you%20to%20visualize%20the%20Workflow%20and%20understand%20its%20benefits](https://images.ctfassets.net/ph8r57dk1q9w/6WfMsQlAzahWdRWkkKmdE8/013e32131860d39c2861f733f87a54b5/wf-3_4a339a1c5cbc94064b045f5863d19716.jpg) Now, we've added a new Workflow Template preview page tp provide insights into the Workflow’s functionality and its benefits. Best of all, you can get a full preview of the Workflow before creating it. To use a template, click the "Use Template" button at the top of the preview page. #### Expanded Workflow Templates Collection In addition to the enhancements mentioned above, we're excited to introduce new Workflow Templates. 🥳 ![More%20Workflow%20Templates%20have%20been%20added%2C%20including%20privacy%20consent%20requests%20and%20VIP%20contact%20routing](https://images.ctfassets.net/ph8r57dk1q9w/3eVX67rKC0qWPfccFmgPhA/4f9817255ac9a4af78b1f1a2a79c125b/wf-t-4_a94e574774cd5891f59711a2800cc4bf.png) Check out the four new templates we’ve added to our collection: - Request Consent: Privacy: Obtain privacy consent from contacts to ensure compliance and mitigate potential conflicts. - Routing: VIP Contacts: Identify VIP contacts from your data warehouse and create personalized customer journeys for them. - Routing: New & Returning Contacts: Distinguish between new and returning Contacts when they start a conversation to send them on different customer journeys. - Mark Contact as Spam: This Shortcut-triggered template labels fake or inauthentic Contacts as Spam and closes the conversation Ready to automate more business processes? Give the new template browser and selections a try. 💪 ### More Flexibility and Precision with These Workflow Improvements Templates aren’t the only Workflow elements to get an upgrade. We’ve also improved niggling issues and added new functionalities for greater flexibility and precision when using Workflows. #### Message Failure Branch for Send a Message and Ask a Question Steps In the past, when a message failed to send during the Workflow's *Send a Message* or *Ask a Question* Steps, the Contact would exit the Workflow. To prevent this, we have introduced a new Failure Branch for the *Send a Message* and *Ask a Question* Steps. ![Add%20a%20Message%20Failure%20Branch%20to%20prevent%20contacts%20from%20exiting%20the%20Workflow%20when%20a%20message%20fails%20to%20be%20sent](https://images.ctfassets.net/ph8r57dk1q9w/4FbRR3fYYLFilgQQ0UWwZz/dca076c969362f43dba2f9c731c19c24/message-failure-send-a-message_4fda19cdebb00d9332a293b138f8d72e.gif) To activate the Failure Branch, navigate to the Advanced Settings section of your *Send a Message* or *Ask a Question* Step and toggle on the option *Add Message Failure Branch*. Now you can tailor your Workflow to handle scenarios in which messages are unable to be sent. This ensures Contacts receive the necessary attention, instead of having them exit the Workflow and wonder why you’re not responding. #### Date & Time Step Improvements Previously, when configuring business hours in the *Date & Time* Step, the maximum allowed end time was 23:59. This resulted in a one-minute gap between 23:59 and 00:00. For businesses that operate until midnight or overnight, this caused a one-minute Workflow disruption when transitioning to the next day. ![Ensure%20your%20Workflows%20run%20round%20the%20clock%20with%20the%20new%20Date%20%26%20Time%20Step%20improvement](https://images.ctfassets.net/ph8r57dk1q9w/26sywLcw895oNbwh1VZZLT/2408359cd0162610a77e98229a2299dc/screenshot-2023-06-08-at-102714-am_baba9b268c8404249fcf3806e448300d.png) Now, you can select 00:00 as the end time while also choosing 00:00 as the start time for the following day. As a result, Workflows can run uninterrupted throughout operating hours. #### New Workflow Trigger Variables We have added 19 additional Trigger variables to enhance the *Conversation Opened* and *Conversation Closed* Workflow Triggers, providing you with plenty of new possibilities for your Workflows. The new Trigger variables include $conversation.category, $conversation.summary, $conversation.assignee\_team, $conversation.first\_assignee and more. To view all the available Trigger variables, [visit our Help Center](https://help.respond.io/dynamic-variables/dynamic-variables#workflow_trigger_variables). ### New Search Functions for Segments and Inboxes Check out these two highly-requested updates: New search functions to make searching for Segments and Inboxes easier than ever. Searching for a specific Segment in the Contacts Module can be a hassle, especially when there are numerous Segments to go through. To address this, we’ve added a search function to the Segment list. Just enter a keyword or Segment name in the new search bar and it should pop up. ![Search%20for%20a%20specific%20Segment%20in%20the%20Contacts%20Module](https://images.ctfassets.net/ph8r57dk1q9w/1oTmNhjlD8lkS6VdVETRxF/9e4b7eff6da95e36946e78fa3419ac22/search-segment-cropped_0aa8ba773117152eff39782487d3a9ad.gif) Finding the Inbox you want in a crowded Inbox sidebar is also time-consuming. No more scrolling through the entire sidebar: The new Inbox search function enables you to locate any Team or Custom Inbox quickly. Simply enter the Inbox name, and voila! ![Find%20a%20specific%20Inbox%20easily](https://images.ctfassets.net/ph8r57dk1q9w/nc7Yx2EVPM891Nh8wHYKI/f39262202e1c40e5a55a042d51210115/search-inbox-cropped_2c5341b57f2f7f2dd7693f1d7acec396.gif) These updates should make day-to-day tasks that much quicker, giving you more time to focus on the work that truly matters. ### New Indicator for Images and Files that are Converted to Links When you send images or files that exceed a Channel’s size limits, they will be converted into links and sent to the Contact. ![Images%20and%20files%20that%20exceed%20a%20Channel%u2019s%20size%20limits%20will%20now%20be%20displayed%20as%20links](https://images.ctfassets.net/ph8r57dk1q9w/3pz7pyxFenQOPYNcexLfhw/0c534e7c81255e7bc996742ce6e000ca/indicator-1_9adbc2267227e991c8eb9e6fed34ce12.png) Previously, these images and files were displayed in their full form in the Messages Module, but were converted to links on the customer’s end. This resulted in a discrepancy between what agents and customers see. To align this behavior so agents can see the exact message a contact receives, images and files that exceed a Channel’s size limits will now be displayed as links in the Messages Module. ## [Kommo vs Manychat vs Respond.io: Which is the Best Messaging Platform?](https:/respond.io/blog/kommo-vs-manychat) Kommo vs Manychat vs Respond.io: Compare features, pricing, and support to find the best messaging platform for your business needs. Choosing between Kommo, Manychat and respond.io is straightforward when your team is small and conversation volume is low. It gets harder when customer conversations become your primary revenue channel — when leads come in through WhatsApp campaigns, get qualified by AI and close through a mix of chat and voice. At that point, Kommo's CRM-first architecture limits what your team can do with conversations — its automation was built for pipeline management, not revenue conversation workflows. Manychat handles social-first funnels well but lacks the live agent tools, deep workflow automation and channel breadth that mid-market B2C businesses need at scale. Respond.io is a customer conversation management software built for mid-market B2C businesses where customer conversations drive revenue. This comparison breaks down where each platform hits its ceiling and whether respond.io is the right fit for where your business is going. ### Quick comparison: Kommo vs Manychat vs Respond.io All three platforms might seem similar on the surface, but have different specialties. Kommo (formerly known as amoCRM) is a customer relationship manager (CRM) with messaging capabilities. [Manychat](https://respond.io/blog/manychat-alternative) focuses on social media automation, with a strong emphasis on Instagram and TikTok. Respond.io is a customer conversation management platform that combines CRM-like features with a full omnichannel inbox built for revenue workflows — designed for mid-market B2C businesses where customer conversations drive revenue. Here’s a quick TL;DR for those of you needing a quick answer: **Kommo:** Best for businesses seeking a CRM-first solution with messaging capabilities. CRM users will find its leads-focused experience familiar, but the interface feels outdated next to modern chat platforms. **Manychat:** Ideal for small businesses focused on conversational marketing over social media. It’s easy to set up, specializes in Instagram and TikTok and offers a free plan suited for solo entrepreneurs and small online businesses. Best for those prioritizing full chat automation, as it lacks features to assist agents with live customer interactions. **Respond.io:** The go-to customer conversation management software for mid-market B2C businesses where customer conversations drive revenue. With WhatsApp Business Calling API and VoIP, Voice AI Agents, AI Agents, click-to-chat ads, Lifecycle tracking and a true omnichannel inbox, it's built to capture leads, convert customers and retain them at scale. **Kommo vs Manychat vs Respond.io: Table of comparison** | | Kommo | Manychat | Respond.io | | --- | --- | --- | --- | | Channels Supported | WhatsApp, Instagram, Apple Messages, Facebook Messenger, Viber, Skype, Telegram, WeChat | WhatsApp, Instagram, Facebook Messenger, Telegram, TikTok, SMS, Email | WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, Viber, WeChat, SMS, Email, LINE, Webchat, VoIP, Custom | | Automation & AI | No-code automation, automatic responses, AI suggestions and assistance, AI training | No-code automation, automatic responses, helpful AI tools | Advanced no-code automation, advanced automatic responses, AI agents and AI-assisted features | | Integrations | Ecommerce platforms, live chat and other messengers, online forms, VoIP, online automation tools, payment gateways, | Third-party platforms including ActiveCampaign, HubSpot, and Google Sheets | CRMs (Salesforce, HubSpot), online automation tools (Zapier, Make), Google Sheets, webhooks, Custom APIs | | Multichannel Broadcast | WhatsApp, Instagram, Apple Messages, Facebook Messenger, Viber, Skype, Telegram, WeChat | WhatsApp, Facebook Messenger, Instagram, Telegram, SMS, Email | WhatsApp, Facebook Messenger, LINE, Viber, Telegram, SMS | | Reporting | Win-Loss analysis, consolidated lead reports, activity log, call, goal reports | Basic analytics for automations, customer interactions, limited agent performance metrics | In-depth analytics for conversation resolutions, broadcast performance, agent performance | | Platform Stability | No public data | No public data | 99.9996% uptime | | Customer Support | Only during office hours over webchat, WhatsApp, Facebook, SMS, contact form, email and phone | Only during office hours, ticketing system and forums. Email support for higher tiers | 24/5 multilingual live support, 24/7 AI chat support, scheduled success calls | | Free Plan | 14-day free trial | Available with limited features | 7-day free trial | | Starting Price | $15/month | $17/month | $99/month | While the table provides a quick overview, choosing the right platform requires careful consideration. Let’s dive into a detailed comparison. ### A detailed comparison: Kommo vs Manychat vs Respond.io for marketing and sales Every business has different needs when it comes to managing marketing and sales conversations. The right platform depends on your workflows, existing tech stack and whether you prioritize simplicity or advanced features. In this section, we’ll compare how each platform supports these areas to help you find the best fit. #### Omnichannel messaging When choosing a platform, it’s important to ensure it supports the messaging channels your business relies on –whether that's WhatsApp, Facebook Messenger, Email, LINE, or others. The ideal channels will vary based on your business and where your customers are. Managing conversations across multiple platforms can quickly become messy. With chats and contacts spread out, it’s easy to lose track of conversations, create inefficiencies, or worse – send the wrong information to the wrong person. A unified platform brings all your chats together, giving agents full context and conversation history across channels. It also helps teams collaborate in real time by assigning conversations to the right owner, preserving context during handovers and using AI-generated summaries so the next agent can act quickly. This reduces response delays, protects conversion continuity and creates a smoother, more consistent experience for customers. When WhatsApp is a major revenue channel, buyers need to evaluate it as an operating channel, not a logo on a feature list. The real questions are whether the platform supports template sending, broadcasts, click-to-chat ad follow-up, calling, number migration and a clean handoff from AI Agents to human teams once a lead is ready to buy. In this comparison, the CRM-first option (Kommo) supports WhatsApp inside a broader pipeline workflow, while the social-first option (Manychat) is better suited to lighter campaign entry points. Respond.io goes deeper on day-to-day execution with template messaging, broadcasts, click-to-chat ad follow-up, WhatsApp Business Calling, VoIP, number migration support and AI Agent-to-human handoff in one customer conversation management platform. When those pieces are weaker, teams rely on more workarounds, follow-up slows and conversion risk rises. Here’s how the different platforms compare: | | Kommo | Manychat | Respond.io | | --- | --- | --- | --- | | Channels | WhatsApp, Instagram, Apple Messages, Facebook Messenger, Viber, Skype, Telegram, WeChat | WhatsApp, Instagram, Facebook Messenger, Telegram, TikTok, SMS, Email | WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, Viber, WeChat, SMS, Email, LINE, Webchat, VoIP, Custom | | Custom Channels | ❌ | ❌ | ✅ | | Contact Merge | ✅ | ✅ | ✅ | **Kommo** supports popular channels like WhatsApp, Telegram, Messenger, Instagram, and more. It also offers contact merge to combine conversations and remove duplicates. However, it keeps email separate from instant messaging chats, creating a clear distinction between the two channels. **Manychat** supports Instagram, TikTok, Messenger, WhatsApp, SMS and email. However, it lacks support for less common channels like LINE or Viber. It's a good fit for businesses focused on these core channels but may feel limiting if you plan to expand your reach. **Respond.io** offers true omnichannel messaging, supporting [WhatsApp](https://respond.io/blog/whatsapp-business-api), [Messenger](https://help.respond.io/l/en/facebook-messenger), [Telegram](https://respond.io/blog/telegram-for-business), [LINE](https://respond.io/blog/line-business), [Viber](https://respond.io/blog/viber-for-business), [SMS](https://respond.io/blog/business-sms), [TikTok](https://respond.io/blog/tiktok-business-messaging-now-on-respondio), [email](https://help.respond.io/l/en/email/email-overview) and more. With [Contact Merge](https://respond.io/blog/merge-contacts), it consolidates customer profiles and conversations across channels to provide full context in every interaction. ![An%20image%20showcasing%20the%20WhatsApp%20Business%20Calling%20API%20within%20the%20respond.io%20platform.%20The%20interface%20highlights%20an%20active%20WhatsApp%20call%2C%20with%20call%20controls%2C%20contact%20details%2C%20and%20a%20seamless%20integration%20into%20the%20inbox.%20The%20design%20emphasizes%20ease%20of%20use%2C%20allowing%20businesses%20to%20switch%20between%20messaging%20and%20voice%20calls%20effortlessly%u2014all%20within%20a%20single%20omnichannel%20workspace.](https://images.ctfassets.net/ph8r57dk1q9w/8ThFWM3vJ7CFk8yJv6bLA/7af5fe2fa69a82a81a01c51b716b6625/whatsapp_call.png) Respond.io also gets early access to revolutionary features like [VoIP-CRM integrations](https://respond.io/blog/voip-crm-integration) for Telnyx, WhatsApp calls and Messenger calls. Calls can be transcribed so your business has a full view of customer conversations over voice as well as chat. With omnichannel support covered, let’s see how these platforms help your business grow. #### Capturing leads Before you can chat with customers, you need effective ways to capture their information. Whether through offline methods, click-to-chat ads, or website chat widgets, each platform offers different tools to help. Here’s how they compare: | | Kommo | Manychat | Respond.io | | --- | --- | --- | --- | | Click to Chat Ads | ✅ | ✅ | ✅ | | QR Codes | ✅ (WhatsApp) | ✅ | ✅ | | Website Widgets | ✅ | ✅ | ✅ | | Fully Customizable Widgets | ✅ | ❌ | ✅ | | Omnichannel Widgets | ✅ | ❌ | ✅ | | Lead Tracking | ✅ | ❌ | ✅ | **Kommo** supports Meta click-to-chat ads to bring new leads into your pipeline, but its outreach features lean more traditional, relying on forms, SMS and phone calls. **ManyChat** offers click-to-chat ads and QR codes to spark conversations and capture leads. It also provides website widgets, though customization options are limited, which may be restrictive if you need more control over the user experience. Manychat is strongest when lead capture starts inside Instagram or TikTok itself. It supports social-first journeys such as comment-triggered direct messages, story-driven conversations and ad-to-chat handoff, which makes it useful for turning engagement into top-of-funnel conversations quickly. Kommo is better suited to teams that want those leads pushed into a CRM-led process, but it is less specialized for social growth loops. Respond.io is the better fit once the business needs to move those leads beyond the first direct message and continue qualification, routing and follow-up across WhatsApp and other key messaging, social, voice and email channels without losing lifecycle context. **Respond.io** stands out with fully customizable [omnichannel website widgets](https://respond.io/blog/omnichannel-widget), allowing you to capture and engage leads directly from your website, regardless of the channel they come from. Combined with [click-to-chat ads](https://respond.io/blog/click-to-chat-ads), QR codes and broad multichannel support, respond.io offers a powerful solution for lead capture across every touchpoint. Plus, its Lifecycle feature ensures every lead is properly tracked and nurtured with the right messages at the right time. Instagram-led growth usually breaks into three revenue motions: capturing engagement inside Instagram, turning ads into direct-message conversations and continuing qualification after the first direct message until a sale or handoff happens. The social-first option (Manychat) is strongest when conversations begin with comment-triggered direct messages, story replies and ad-to-chat journeys inside Instagram or TikTok, making it a strong fit for top-of-funnel automation. The CRM-first option (Kommo) is less specialized for Instagram growth loops and works better once a team wants those leads pushed into a pipeline-led process. Respond.io becomes the stronger fit when the business needs to move beyond the first direct message and continue qualification, routing and follow-up across WhatsApp and other key messaging, social, voice and email channels without losing lifecycle context. ![An%20image%20showcasing%20respond.io%u2019s%20Lifecycle%20feature%2C%20displaying%20a%20structured%20pipeline%20that%20tracks%20leads%20and%20customers%20at%20different%20stages.%20The%20interface%20highlights%20how%20businesses%20can%20categorize%20contacts%2C%20monitor%20progress%2C%20and%20automate%20engagement%20based%20on%20their%20lifecycle%20stage.](https://images.ctfassets.net/ph8r57dk1q9w/1qZv7z7ouQE6Or56bedQjT/5723373e28f43e847fad3d44d35143b0/lifecycle-stages.png) Now, let’s look at how the three platforms automate and utilize AI. #### Converting leads with automation, AI and chatbot solutions Automation and Artificial Intelligence is all the rage right now and for a very good reason. These tools enable all businesses to improve their customer experience in ways that weren’t possible many years ago. From automatically answering FAQs to workload delegation and offering round-the-clock customer support (with a smaller workforce), they have changed the face of businesses forever. Let’s have a look at each platform’s automation and AI capabilities. | | Kommo | Manychat | Respond.io | | --- | --- | --- | --- | | No-Code Automation | ✅ | ✅ | ✅ | | AI Agent | ✅ | ✅ | ✅ | | AI Assisted Messaging | ✅ | ✅ | ✅ | | Knowledge Training | ✅ | ❌ | ✅ | | Automated Smart Triggers | ✅ | ✅ | ✅ | **Kommo** offers a straightforward no-code automation builder powered by its Salesbot, along with AI-assisted tools like auto-replies and custom knowledge training. Its workflow builder is basic, making it sufficient for simple processes, but businesses with more complex automation needs may find it limiting. **Manychat** provides a no-code automation builder for simple workflows, complemented by AI tools like AI Text Improver for message tweaking and translation. The AI Flow Builder Assistant simplifies automation setup with guided questions, while triggers enable actions based on user events like appointment reminders. Manychat’s AI lacks custom knowledge training, meaning you’ll need to rely on third-party chatbots to provide more relevant responses to your customers. **Respond.io**’s [AI Agent](https://respond.io/help/ai-agents/getting-started-with-ai-agents) handles customer conversations automatically, replying instantly by both chat and voice 24/7, routing chats to the right team and even triggering your existing Workflows. It also updates contact fields and lifecycle stages on its own, while pulling accurate answers from your knowledge sources. You can [create agents for multiple roles](https://respond.io/help/ai-agents/getting-started-with-ai-agents#step-3-review-and-customize-your-ai-agent-optional) like receptionist, sales or support from templates. The AI Agents can handle these specialized tasks, leave internal comments and assign conversations to a human agent or another AI Agent as needed. [AI Assist](https://help.respond.io/l/en/inbox/using-ai-assist) generates editable responses based on chat history, while [AI Prompts](https://help.respond.io/l/en/inbox/using-ai-assist) help translate messages, adjust tone, fix typos and simplify text. At the same time, your [sales AI Agent](https://respond.io/blog/ai-sales-agent) automatically handle routine inquiries and provide instant replies. Respond.io’s knowledge training feature further enhances accuracy by incorporating FAQs, PDFs, and other documents. Kommo and Manychat both support automation and AI assistance, but the AI value is still closely tied to the specific flow being built. That is workable for simple inbound replies, yet revenue teams may still need separate logic for qualification, routing and follow-up as channel mix grows. Respond.io leads with AI Agents that do more than answer. They can qualify leads, update lifecycle stages, trigger workflows, route by intent, escalate high-value opportunities and generate handover summaries across WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email from one setup. That matters commercially because AI stays consistent as the team expands instead of becoming a new project on every channel. Before buying, leaders should also confirm how AI usage is packaged so lead qualification and follow-up do not become harder to predict during busy campaign periods. ![An%20image%20showcasing%20respond.io%u2019s%20AI%20Agent%20integrated%20into%20a%20workflow%20setup%2C%20illustrating%20how%20it%20automatically%20responds%20to%20incoming%20chats.%20The%20workflow%20builder%20highlights%20AI%20Agent%20as%20a%20key%20step%2C%20handling%20customer%20inquiries%20without%20human%20intervention.%20The%20visual%20demonstrates%20AI-powered%20automation%20in%20action%2C%20where%20AI-generated%20responses%20engage%20users%2C%20routes%20conversations%20and%20provides%20instant%20support%u2014streamlining%20customer%20interactions%20within%20the%20respond.io%20platform.](https://images.ctfassets.net/ph8r57dk1q9w/3i7QLSsDzzXVjWJGP6AXNb/62ccf06e101179ee6ac2b3c1a5114fe4/ai_agent.png) Respond.io takes automation to the next level with a no-code drag-and-drop builder built for complex workflows across multiple channels. It easily manages advanced tasks like chat routing, case escalations, and shift management. Its [Workflows](https://help.respond.io/l/en/workflows/workflow-triggers) also enable personalized messaging triggered by customer actions on platforms like Shopify and WooCommerce, powered through integrations with Zapier, Make, or webhooks. Respond.io also supports Voice AI Agents that handle inbound calls via WhatsApp Business Calling API and VoIP — transcribing, qualifying and routing without a human in the loop. Calls are automatically summarised so your team has a full record of every voice conversation alongside chat. Before buying, leaders should also confirm how AI usage is packaged so lead qualification and follow-up do not become harder to predict during busy campaign periods. AI should be evaluated as an operating model, not a feature checkbox. Buyers should confirm whether AI Agents are included in-plan or metered separately, because teams may rely on them every day to qualify leads, update lifecycle stages, trigger workflows, route by intent, escalate high-value opportunities and generate summaries for handovers. When AI costs are harder to predict, active campaigns become harder to budget and teams may hesitate to automate follow-up at the exact moment conversation volume spikes. For mid-market B2C teams, predictable AI packaging matters because qualification and routing are part of daily revenue execution, not occasional experimentation. #### Integrations and CRM system compatibility Integrations are a key part of any customer conversation management platform since messaging alone rarely covers all your operational needs. If you already have a tech stack in place, your platform should integrate seamlessly with minimal disruption. While third-party tools like Zapier and Make can bridge gaps, native integrations with your most-used tools offer better stability, faster performance, stronger security, cost savings, easier setup and deeper functionality. | | Kommo | Manychat | Respond.io | | --- | --- | --- | --- | | CRMs | Zendesk, Pyrus | HubSpot | HubSpot, Salesforce | | Webhooks | ✅ | ❌ | ✅ | | Google Sheets | ✅ | ✅ | ✅ | | Online Automation Tools | ✅ | ✅ | ✅ | **Kommo** doesn’t offer many native integrations with other CRMs – understandably, since it functions as a CRM itself. However, this limitation can be overcome with automation tools like Make, Zapier, and Pabbly. Beyond that, Kommo provides a wide range of native integrations with other apps, including payment services, ecommerce platforms and more. **Manychat** offers a limited selection of native integrations, complemented by its integration marketplace for connecting with popular third-party tools. When additional functionality is needed, automation platforms like Zapier and Make can help bridge the gaps. While sufficient for basic needs, businesses with more complex workflows may find the options somewhat restrictive. **Respond.io** integrates natively with Salesforce and HubSpot, so teams using those systems can keep WhatsApp conversations, contact records and lifecycle updates aligned without adding another middleware layer. That means faster follow-up, cleaner handovers and fewer missed updates, while other CRM connections can still be handled through Zapier, Make or webhooks when a native integration is not available. ![an%20image%20showing%20CRM%20integration%20with%20WhatsApp%20API%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4J8lb1roHYqCNVamE8cny4/3f3f02b6bf3aadc9a92d8deb0617e0fb/hubspot.png) Buyers should also check whether email lives inside the same operating workflow as chat and voice or gets pushed into a separate tool. When email follow-up sits in another dashboard, teams lose lifecycle context, reporting splits across systems and handovers become slower because conversation history is no longer visible in one place. Respond.io helps reduce that fragmentation by letting teams manage WhatsApp and other key messaging, social, voice and email channels inside the same customer conversation management platform, while keeping contact records and lifecycle updates aligned with connected systems. With integrations covered, let’s dive into how these platforms deal with broadcasts. #### Retain customers with broadcast It’s well known that [retaining existing customers is more cost-effective than acquiring new ones](https://hbr.org/2014/10/the-value-of-keeping-the-right-customers). Retention messaging is not just about sending one campaign to a full list. Revenue teams also need drip-style follow-up that re-engages leads after inbound chats, nurtures contacts who clicked an ad but did not buy, promotes time-sensitive offers and brings inactive demand back into active conversations. The right platform should make those follow-ups easy to segment, schedule and measure across the channels the team already uses. That matters because broadcast depth affects revenue, not just reach. If follow-up logic is too basic or key campaign features sit behind higher tiers, teams often fall back on one-off blasts instead of building repeatable journeys that move customers toward another purchase or sales conversation. Keeping your audience engaged with timely, relevant promotional messages is key to maintaining strong customer relationships and driving repeat business. With features like multichannel support, triggered broadcasts, and detailed analytics, these platforms help ensure your messages reach the right audience at the right time, building loyalty and long-term engagement. | | Kommo | Manychat | Respond.io | | --- | --- | --- | --- | | Broadcast Channels | WhatsApp, Instagram, Apple Messages, Facebook Messenger, Viber, Skype, Telegram, WeChat | WhatsApp, Facebook Messenger, Instagram, Telegram, SMS, Email | WhatsApp, Facebook Messenger, LINE, Viber, Telegram, SMS | | Broadcast Analytics | ✅ (Sent) | ✅ (Sent, Delivered, Opened, Clicked) | ✅ (Delivery, Reads, Failures, Channel-specific Filters) | | Triggered Broadcast | ✅ | ✅ | ✅ | **Kommo** supports broadcasting across popular channels, with the option to automate messages based on specific triggers. However, its broadcast analytics are fairly basic and may not provide the full insights needed to evaluate campaign performance. Marketing Managers should also verify whether broadcasts, reminders and follow-ups can be scheduled in advance, not just sent manually or triggered by a single event. This matters for launches, promotions and retention campaigns — it lets teams plan execution ahead instead of relying on someone to hit send at the exact right moment. **Manychat** supports broadcasts across WhatsApp, Messenger, Telegram, SMS and email, offering broad channel coverage for businesses. However, its analytics are limited to basic metrics like Sent, Delivered, and Clicked. While this may be sufficient for smaller campaigns, it could be restrictive for businesses that need deeper insights into audience behavior. ![An%20image%20showcasing%20Broadcast%20Reports%20on%20respond.io%2C%20displaying%20detailed%20analytics%20on%20message%20performance.%20The%20dashboard%20provides%20insights%20into%20key%20metrics%20such%20as%20delivery%20rates%2C%20read%20rates%2C%20failures%2C%20and%20channel-specific%20performance%2C%20helping%20businesses%20assess%20the%20effectiveness%20of%20their%20messaging%20campaigns.%20The%20visual%20highlights%20how%20respond.io%20enables%20users%20to%20track%20broadcast%20engagement%20across%20multiple%20channels%2C%20optimize%20future%20campaigns%2C%20and%20make%20data-driven%20decisions%20for%20better%20customer%20outreach.](https://images.ctfassets.net/ph8r57dk1q9w/3Ipa6EUigTE1MMrba08V0A/2fe4ca66254b2ed3742b48c3827a8d36/broadcast-broadcast-completed-channel.png) **Respond.io** steps things up by enabling businesses to broadcast across a wide range of channels, including WhatsApp, Messenger, Viber, LINE and SMS thanks to its [**Broadcast Module**](https://help.respond.io/l/en/broadcasts-module/broadcasts-overview). You can also [**segment audiences**](https://help.respond.io/l/en/contacts/segments) to deliver targeted messages, ensuring each broadcast reaches the right group. To complement this, the [**Reports Module**](https://help.respond.io/l/en/dashboard-reporting/reports-overview) provides detailed analytics, allowing you to track message delivery, reads, and failures across all channels, with filters for date ranges and channel-specific performance to identify what’s working and what isn’t. Next, let’s take a look at the analytics behind the conversations. #### Reports & analytics Making data-driven decisions is essential – without clear insights, it’s impossible to know whether to scale your efforts or change direction. That’s why access to reliable analytics is crucial. Let’s see how each platform helps you track performance. | | Kommo | Manychat | Respond.io | | --- | --- | --- | --- | | Conversion Tracking | ✅ | ✅ | ✅ | | Agent Performance Analytics | ✅ | ✅ | ✅ | | Custom Reports and Dashboards | ✅ | ❌ | ✅ | | Data Export | ✅ | ✅ | ✅ | **Kommo** offers a comprehensive suite of reports, including win-loss analysis, consolidated lead reports, activity logs and call and goal tracking to give you a clearer view of your operations. It also has a handy dashboard that’s fully customizable to show you the widgets you need. **Manychat** provides four key analytics tools: workflow performance tracking, conversion monitoring, agent activity analysis, and an insights dashboard. It also tracks message delivery, opens, and clicks, with the option to set up custom conversion events to measure chatbot performance. To enhance marketing analytics, Manychat Pixel (similar to [Facebook Pixel](https://www.facebook.com/government-nonprofits/blog/the-facebook-pixel#:~:text=The%20Facebook%20pixel%20is%20a,people%20take%20on%20your%20website.)) tracks conversions from chatbot interactions on your website. However, agent analytics are only available with the Inbox Pro plan, which may limit insights for some businesses. **Respond.io’s** [Reports Module](https://help.respond.io/l/en/dashboard-reporting/reports-overview) gives managers visibility into more than workload and response times. It shows how conversations move through lifecycle stages, which broadcasts and campaigns are generating engagement and where leads are slowing down before conversion. That makes it easier to see which channels and conversation flows are helping sales progress and which ones need attention. **Respond.io’s** [Reports Module](https://help.respond.io/l/en/dashboard-reporting/reports-overview) gives managers visibility into more than workload and response times. It shows which channels are creating qualified leads, which broadcasts and campaigns are moving contacts from one lifecycle stage to the next and where follow-up is slowing down before a deal closes. That makes reporting useful for commercial decisions, not just operational review. Leaders can use it to decide where budget should go, where staffing needs to improve and which conversation flows are turning demand into revenue conversations most effectively. Alongside reports on [Conversations](https://help.respond.io/l/en/dashboard-reporting/reports-conversations), [Resolutions](https://help.respond.io/l/en/dashboard-reporting/reports-resolutions), [Agent Leaderboards](https://help.respond.io/l/en/dashboard-reporting/reports-leaderboard) and [Lifecycle](https://respond.io/help/dashboard-reporting/reports-lifecycle), the Dashboard gives a live view of activity, conversion leakage and performance over time so teams can act before pipeline slows down. ![An%20image%20showcasing%20the%20Reports%20Module%20on%20respond.io%2C%20providing%20businesses%20with%20in-depth%20analytics%20on%20team%20performance%2C%20customer%20interactions%2C%20and%20messaging%20efficiency.%20The%20dashboard%20displays%20key%20metrics%20such%20as%20conversation%20volumes%2C%20resolution%20rates%2C%20agent%20performance%2C%20and%20lifecycle%20tracking%2C%20helping%20teams%20monitor%20engagement%20and%20optimize%20workflows.%20With%20customizable%20filters%20and%20data%20export%20options%2C%20the%20Reports%20Module%20ensures%20businesses%20gain%20clear%20visibility%20into%20their%20operations%20for%20smarter%20decision-making.](https://images.ctfassets.net/ph8r57dk1q9w/nYS3NFEI7ji2nLWzrCSTg/c63477fe23e426060cdb37c55c01e3d8/reports.png) Now that we’ve covered the features, how do these platforms compare when it comes to user experience? ### Kommo vs Manychat vs Respond.io: Ease of use Ease of use covers more than interface design. For revenue teams, time-to-value means how quickly the platform can connect channels, train AI Agents, set routing rules, launch workflows and give managers visibility before live campaigns start. When setup drags on, follow-up slows, campaign launches slip and leadership loses reporting clarity while demand is already coming in. Kommo's CRM-first architecture often requires more configuration around pipelines, permissions and process design before conversations run smoothly — teams coming from a chat-first background typically need more time to navigate that structure. Manychat is faster to start for social-first flows, but teams that need routing logic, AI Agents and multi-channel workflows will hit setup limits quickly. Respond.io shortens the path to full operational readiness because AI Agents, workflows, routing and reporting sit inside one customer conversation management platform, helping mid-market B2C teams move from channel connection to lead qualification with less implementation overhead. | | Kommo | Manychat | Respond.io | | --- | --- | --- | --- | | Help Center & Support | ✅ Comprehensive help center with articles | ✅ Comprehensive help center with articles | ✅ Comprehensive help center with articles | | Onboarding Process | Easy to get started, but some tools are hidden in menus, CRM-focused experience | Easy sign-up, intuitive and modern chat-first interface | Easy sign-up, intuitive and modern chat-first interface | | Quickstart Guide | Checklist to connect channels, set up templates, workflows, pipelines and invite teammates | No on-platform welcome sequence, but there are many tutorial videos and resources available | Onboarding tutorial for messaging, channel connection, workflows, broadcasts and team setup | | Mobile App | ✅ | ✅ | ✅ | | Mobile Functionality | Allows users to manage CRM, messages and sales pipeline | Manage conversations, contact data, tags, sequences and custom field values | Full chat management, message and call handling, and workflow execution | **Kommo** is simple enough to sign up and get started, but its UI/UX feels outdated and unintuitive. Many features are buried in menus and its traditional CRM feel may be a drawback for users who prefer a modern, chat-centric experience. **Manychat** is easy to sign up for with an Instagram or Facebook account, but setting up with Telegram and email requires a few extra steps. There’s no built-in quickstart or welcome guide, though plenty of third-party tutorials are available online. Its user-friendly interface makes it easy to navigate and explore, even without formal onboarding. **Respond.io** offers a straightforward sign-up process with a modern, intuitive design. Its helpful onboarding guides you through setup quickly, while the extensive help center provides answers to any questions that come up along the way. ![An%20image%20showcasing%20respond.io%u2019s%20onboarding%20experience%2C%20designed%20to%20help%20users%20get%20started%20quickly%20and%20efficiently.%20The%20interface%20walks%20new%20users%20through%20key%20setup%20steps%2C%20such%20as%20connecting%20messaging%20channels%2C%20inviting%20team%20members%2C%20setting%20up%20automation%20workflows%2C%20and%20sending%20their%20first%20message.%20With%20a%20user-friendly%20layout%20and%20guided%20instructions%2C%20the%20onboarding%20experience%20ensures%20a%20seamless%20transition%20into%20the%20platform%2C%20making%20it%20easy%20for%20businesses%20to%20start%20managing%20conversations%20right%20away.](https://images.ctfassets.net/ph8r57dk1q9w/66546mOHbGmSG4JTB6dSrx/85f643b9c4480cea810258d27d02afef/onboarding.png) Of course, a great user experience only matters if the platform is reliable and help is available when you need it. Let’s see how Kommo, Manychat, and respond.io compare in terms of stability and customer support. ### Kommo vs Manychat vs Respond.io: Platform stability and customer support No matter how strong a platform looks in a feature table, outages and slow support create immediate revenue risk. When follow-up stalls, broadcasts go out late or agents lose context during peak demand, the result is not just frustration — it is missed conversations, weaker conversion and slower recovery while campaigns are still live. Across third-party reviews and forum discussions, the most damaging complaints tend to be delayed support, bugs and occasional sync or stability issues rather than missing features. For CEOs and Sales Managers, that makes reliability and support a buying issue tied directly to revenue continuity. #### Kommo vs Manychat vs Respond.io**:** Platform stability When customer conversations are nonstop, your platform needs to perform reliably – even during peak traffic and high-demand moments, without slowing down or crashing. | | Kommo | Manychat | Respond.io | | --- | --- | --- | --- | | Performance During High Traffic | ⚠️ (No uptime guarantee) | ⚠️ (No uptime guarantee) | ✅ | | Uptime Guarantee | ❌ | ❌ | ✅ (99.9996% uptime) | **Kommo** does not offer an official uptime guarantee, and its status page frequently reports issues, raising concerns about long-term reliability. While users report bugs and slow customer support, stability is rarely mentioned as a major issue in reviews. Buyers should test WhatsApp-level reliability directly, not accept a broad uptime claim. If messages don't sync cleanly, agents miss follow-up windows, lose context, and leave active demand unanswered mid-campaign — a revenue risk for chat-led sales teams before it's ever a support ticket. **Manychat** performs well for day-to-day use and is a reliable option for small-sized businesses. It handles regular traffic without issue, but it has no formal uptime guarantee or publicly available performance data. Additionally, online reports suggest that users occasionally encounter bugs and platform instability. **Respond.io** stands out with its impressive [99.9996% uptime](https://respond-io.betteruptime.com), delivering reliable performance whether you're managing daily conversations or running high-traffic campaigns. With this level of stability, you can focus on growing customer relationships and your business—without worrying about technical disruptions. ![An%20image%20displaying%20respond.io%u2019s%20status%20page%2C%20providing%20real-time%20updates%20on%20platform%20performance%20and%20system%20uptime.%20The%20page%20includes%20a%20clear%20overview%20of%20current%20operational%20status%2C%20past%20incidents%2C%20and%20scheduled%20maintenance%2C%20ensuring%20transparency%20for%20users.%20With%20detailed%20logs%20and%20timestamps%2C%20businesses%20can%20monitor%20platform%20stability%20and%20stay%20informed%20about%20any%20service%20disruptions%20or%20performance%20issues.](https://images.ctfassets.net/ph8r57dk1q9w/CrJ3Ru3PcmPY3cU8NYZBJ/0539be1709e219171abe9a609e7bf742/status.png) With stability checked off, the next question is whether help is available when you need it. Let’s compare their customer support. #### Kommo vs Manychat vs Respond.io: Customer support Strong customer support is essential to keeping your business running smoothly. When problems arise, having fast, reliable assistance can make all the difference - keeping your team productive and your customers satisfied. | | Kommo | Manychat | Respond.io | | --- | --- | --- | --- | | Priority Support | ✅ (All plans treated equally) | ⚠️ (Only for higher plans) | ✅ (All plans treated equally) | | Customer Success Managers | ❌ | ✅ | ✅ | | Multilingual Support | ✅ | ❌ (Only English) | ✅ | | Live Chat Support | ⚠️ (Only during business hours) | ⚠️ (Only during business hours and for higher plans) | ✅ (24/5 Live Chat and Call Support, 24/7 AI support) | **Kommo** offers live chat support during office hours, which may be inconvenient if you're in a different time zone. However, all users receive equal support regardless of their plan. Additional assistance is available through email, contact forms, and instant messaging for asynchronous communication. For revenue teams running time-sensitive campaigns or dealing with urgent platform issues, office-hours-only support can mean delayed resolutions at exactly the moment they matter most. **Manychat** offers 24/7 ticket support with priority for higher plans, though response times aren’t guaranteed. This may work for small businesses, but the email system can feel slow and impersonal for urgent issues. Support quality has been reported as mixed, but higher-tier plans include Customer Success Managers for more personalized assistance. **Respond.io** provides 24/5 live chat and call support to all plans in multiple languages (English, Arabic, Chinese, and Spanish), with AI support available on weekends. For businesses seeking more hands-on guidance, higher-tier plans include dedicated Customer Success Managers to resolve issues and help teams succeed. Third-party sentiment broadly supports the pattern in this comparison. Kommo is often described as capable but dated, with recurring comments about bugs and slower support. Manychat is usually praised for ease of use in social automation, but feedback becomes more mixed once teams need deeper live-agent workflows or faster help on urgent issues. Respond.io is more consistently associated with multichannel operations, strong day-to-day usability and support that fits active revenue teams. That outside signal matters because it shows whether a platform will hold up after launch, not just whether it demos well. Pricing is the next critical factor, so the section below shows how each platform scales with the business and whether the cost matches the value provided. ### Kommo vs Manychat vs Respond.io: Pricing Cost is not just a headline plan price decision. Before committing, leaders should compare three things: whether billing stays month to month or requires a longer commitment, how cost changes when more teammates need access and how cost changes when more active customer conversations are being worked. Those checks surface first-invoice risk and long-term budget risk before a team is locked into a plan. A user-based model can look affordable at the start, then become more restrictive every time the business needs more people involved in follow-up, approvals or reporting. Kommo becomes more expensive as headcount grows because pricing is tied to users. Manychat can look affordable at first, but costs become harder to predict when active contacts increase or key capabilities sit behind higher tiers. Respond.io uses Monthly Active Contacts pricing, so cost follows the customer base the team is actively working rather than every additional teammate who needs visibility or access. For mid-market B2C teams, that makes forecasting simpler and helps leadership scale customer conversations without letting seat count shape hiring decisions. #### Kommo vs Manychat vs Respond.io**:** Entry-level plans For small businesses or teams of fewer than 10, an affordable, feature-rich plan is essential. Entry-level pricing should cover the core tools needed to manage messaging operations without added complexity or hidden costs. While each platform offers different features, flexibility, and channel support at the base level, which one delivers the best value? | | Kommo (Base Plan) | Manychat (Essential Plan) | Respond.io (Starter Plan) | | --- | --- | --- | --- | | Free Plan | Comprehensive 14-day trial | Yes | Comprehensive 7-day trial | | Starting Price | $15/month | $17/month | $79/month | | Channels Supported | WhatsApp, Instagram, Apple Messages, Facebook Messenger, Viber, Skype, Telegram, WeChat | Up to 2 channels (Instagram, TikTok, Facebook Messenger, WhatsApp, Telegram) | WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, Viber, WeChat, SMS, Email, LINE, Webchat, VoIP | | Seats Included | 1 Seat | 2 Seats | 5 Seats | **Kommo** offers a 14-day trial to explore its full range of features. After that, pricing starts at $15/month per user. While this is manageable for small teams, costs can add up quickly as your team grows. However, Kommo does allow you to add free users with limited functionality, which can help manage fees. **Manychat** offers a free plan limited to 25 contacts, 1 user and 2 channels — useful for testing but not enough for active business use. The Essential plan at $17/month gives you 250 active contacts, 2 users and 2 channels with unlimited automations. To unlock WhatsApp, AI features and a third channel, you'll need the Pro plan at $39/month. **Respond.io** starts at $99/month with its Starter plan, which includes 5 user seats and unlimited monthly active contacts. It’s a solid choice for businesses that don’t require advanced tools like Workflows and AI Agents from the start. While there’s no free plan, the 7-day trial provides full access to its core features, so you can test the platform before committing. #### Kommo vs Manychat vs Respond.io**:** Higher-tier plans Once you’re ready to scale, the right pricing plan should grow with your business without overcomplicating things. These plans come packed with features and tools designed for larger operations. | | Kommo (Advanced Plan) | Kommo (Enterprise Plan) | Manychat (Advanced Plan) | Respond.io (Growth Plan) | Respond.io (Advanced Plan) | | --- | --- | --- | --- | --- | --- | | Pricing | $25/month | $45/month | $199/month | $199/month | $349/month | | Advanced Automation | Advanced workflows | Advanced workflows, AI-driven automation | Advanced automations and AI-powered conversations | Advanced workflows, AI-driven automation | Advanced workflows, AI-driven automation | | Broadcast Channels | WhatsApp, Instagram, Apple Messages, Facebook Messenger, Viber, Skype, Telegram, WeChat | WhatsApp, Instagram, Apple Messages, Facebook Messenger, Viber, Skype, Telegram, WeChat | WhatsApp, Facebook Messenger, Instagram, Telegram, SMS, Email | WhatsApp, Facebook Messenger, LINE, Viber, Telegram, SMS | WhatsApp, Facebook Messenger, LINE, Viber, Telegram, SMS | | Customer Support | Multilingual live chat support only during business hours | Multilingual live chat support only during business hours | Only during business hours and for higher plans | 24/5 multilingual support across all plans and customer success manager, 24/7 AI chat support | 24/5 multilingual support across all plans and customer success manager, 24/7 AI chat support | | Seats Included | 1 Seat | 1 Seat | 10 Seats | 10 Seats | 10 Seats | | Additional Seats | $25/month per User | $45/month per User | N/A | Additional Users at $20/month | Additional Users at $24/month | **Kommo’s** Advanced and Enterprise plans are designed for larger businesses needing advanced workflows and AI capabilities. However, its per-user pricing of $25 or $45/month can quickly add up—reaching $250 or $450/month for a 10-user team, compared to respond.io’s $199/month. If budget is a concern, consider whether your team can operate efficiently with a mix of paid and free users. **Manychat's** Advanced plan at $199/month includes 10 users and 25,000 active contacts, with unlimited channels and AI features. Pricing scales with your contact list, so costs rise as your audience grows — worth factoring in if you run high-volume campaigns. As teams scale, the pricing model matters more than the headline plan name. Kommo's cost usually climbs as more agents need full access, while Manychat's cost pressure comes from active-contact growth and premium capabilities on higher tiers. Respond.io uses Monthly Active Contacts pricing, so spend tracks the customer base the team is actively working rather than every additional user who needs access. Buyers should also check which AI and channel capabilities are bundled versus separately metered, as that often determines total cost over time. **Respond.io’s** Growth and Advanced Plans offer straightforward, transparent pricing. The Growth plan comes in at $199/month, while the Advanced plan sits at $349/month. Both include advanced workflows, [**AI Agents**](https://help.respond.io/l/en/workflows/step-ai-agent), multiple workspaces, single sign-on (SSO) and [**webhooks**](https://developers.respond.io/docs/webhooks/lwocem4sq812x-overview). You also get 10 seats included, with the option to add more users, making it ideal for teams looking for a scalable, feature-rich solution. ### Kommo vs Manychat vs Respond.io: Which one is for you? The right platform depends on how central customer conversations are to your revenue model and how much you need your platform to act, not just assist. **Choose Kommo if:** - Your team uses a CRM-first workflow and wants messaging as an add-on - You need pipeline management with traditional sales stages - Your primary channels are email and phone, with messaging as a secondary touchpoint - You're comfortable with a per-user model and can mix paid and free seats **Choose Manychat if:** - You're a small business or solo entrepreneur focused on Instagram, TikTok or Messenger automation - Social media marketing are your primary growth levers - You want a free or low-cost entry point to test chat automation - You don't need live agent support features — full automation is your goal **Choose respond.io if:** - You're a mid-market B2C business where customer conversations drive revenue - You need a true omnichannel inbox across WhatsApp, Messenger, TikTok, LINE and more - Your team needs live agents working alongside AI Agents — not just full automation - You need Voice AI Agents handling inbound calls via WhatsApp Business Calling API and VoIP without a human in the loop - You need Lifecycle tracking across the full funnel — from first contact to closed deal - You're integrating with Salesforce, HubSpot or e-commerce platforms like Shopify ### How do I migrate to respond.io from Kommo or Manychat? Migrating to respond.io from either platform is more straightforward than most teams expect. If the business is already using WhatsApp Business API, the existing number can be moved to respond.io so customer outreach and follow-up continue without changing numbers. Contacts can be exported and imported, but historical conversations usually stay on the original platform, so teams should plan reporting and agent handover before switching live traffic. Workflow logic, routing rules and knowledge sources also need to be rebuilt in respond.io, which is usually the right moment to simplify old automations and align lifecycle stages with how the business actually sells. Migration does not always need to be a full replacement project. Teams that still want Kommo for CRM records can keep it in place while moving customer conversations to respond.io, using native integrations or automation tools to keep contact data and lifecycle updates aligned. For active sales and marketing operations, a parallel rollout often reduces risk. The customer-facing number can move, the team can test new AI Agents and workflows in respond.io and leadership can shift channel by channel without interrupting revenue continuity. ### Further Reading If you found this post helpful, you might also enjoy these related articles: - Respond.io Alternative: 4 Respond.io Alternatives to Consider - An Advanced Sleekflow Alternative for Large Businesses - Manychat vs Chatfuel vs Respond.io: Which One Wins? - Conversation-Led Growth: Where Conversations Drive Business Results ## [Lead Capture to Boost Your Opportunities for Conversion](https:/respond.io/blog/lead-capture) Increase your lead generating capabilities through conversations to boost your opportunities for conversion Are you finding it hard to capture leads? Do you want to attract more customers? You’ve come to the right place. By using our Conversation-Led Growth Framework™ , you’ll attract more customers via conversations to drive conversions. In this blog, we’ll cover what it means to capture conversations to generate leads, its benefits and how to lead capture. ### What is Conversation-Led Growth™ ? After years of helping more than 10,000 brands, we’ve developed the [Conversation-Led Growth Framework](https://respond.io/blog/conversation-led-growth)™ . The idea is that every conversation is an opportunity for businesses to engage, delight and convert customers. Whether it’s a chat initiated by a curious first-time visitor or a query from a long-standing customer, each conversation is a chance to grow your business. ![Image%20of%20the%20Conversation%20Cycle%20to%20help%20businesses%20capture%20leads%20and%20grow](https://images.ctfassets.net/ph8r57dk1q9w/5slgAco73skV48eNzz6li4/6d7900409c36dabad8ecf310e2220459/conversation-led-growth-1_e56dcb4d130491af66541a748ad05301.jpg) It aims to address major pain points that businesses face. Among these pain points is that businesses find it difficult to effectively respond to, resolve and generate business results from all conversations. To address this issue, we’ve developed a Conversation Cycle to maximize conversational opportunities and efficiently turn each conversation into a business result. It touches on three stages: - Capture: How can we capture and generate leads by attracting conversations? - Automate: How can we automate parts of the conversation or conversation process? - Converse: How can human agents be empowered during conversations? When taken as a whole, it will be easier to manage and leverage conversations to generate tangible business outcomes. In this blog, we’ll focus on the first stage. ### What is Lead Capture? Lead capture refers to the process of gathering information about prospects that show interest in a product, service or brand. This is a crucial step in the sales and marketing funnel, as it marks the beginning of a relationship between a business and its prospects. Capturing leads involves collecting contact details and other relevant information through various methods and touchpoints, including [WhatsApp](https://respond.io/blog/whatsapp-business-api), [Facebook](https://respond.io/blog/facebook-business-chat), [Instagram](https://respond.io/blog/instagram-business-chat), [TikTok](https://respond.io/blog/tiktok-for-business), [Telegram](https://respond.io/blog/telegram-for-business), [Viber](https://respond.io/blog/viber-for-business), [LINE](https://respond.io/blog/line-business), VoIP and more. This enables businesses to engage with customers. ### Why Should You Capture Leads? Capturing leads is a pivotal step in the bridge between initial customer interest and eventual sales success. It’s a fundamental component of a successful sales and marketing strategy. ![Capture%20leads%20to%20determine%20our%20target%20audience%20and%20boost%20your%20revenue](https://images.ctfassets.net/ph8r57dk1q9w/mD1NkZuiGltBCOe8dnLcs/f1f5507e0b9a19a8076352a5d6c02ced/capture-leads-image-1_4d0443502c6685da4a2973f9793c9e39.jpg) According to Iaroslav Kudritsky, COO of respond.io, by effectively capturing leads, businesses lay the groundwork for a structured engagement strategy, transforming casual interest into concrete sales opportunities. This process enables businesses to build a database of prospects that can be nurtured through the sales funnel toward conversion. Here are the key benefits of capturing leads. #### Lead Capture: Find Your Target Audience Captured lead data provides a solid foundation for making informed decisions. Businesses gain valuable information about potential customers, including their preferences, needs, and behavior. This data leads to more effective and focused marketing campaigns, ensuring the right message reaches the right audience. Ultimately, segmenting your audience will increase the likelihood of conversion. The results from each campaign will guide future marketing strategies and sales approaches to: - better target potential customers - refine campaign messaging - optimize resource allocation - improve overall conversion rates The effect of segmenting your target audience can lead to an increase in the number of sales. Let’s look at that next. #### Lead Capture: Boost Your Revenue “The more leads you capture, the more opportunities you have to converse and convert them to close sales,” said Iaroslav. This is especially true with customers who express a high intent to purchase, which presents immediate sales opportunities. By identifying and acting upon hot leads, businesses can directly increase sales in a shorter span of time. So, are you ready to reap these benefits? Then, let’s see how you can capture leads. ### How Can You Get More Leads? Diversifying your lead capture strategies across various channels is essential to effectively broadening your customer base and driving business growth. This means not limiting your efforts to just one platform. Attract leads through conversations on your website and social media. This even bridges the gap between offline and online interactions. By tapping into these different areas, you position your business to capture the attention of potential customers wherever they may be, catering to their preferences and behaviors in a manner that's both engaging and convenient for them. Let’s take a look at these channels. #### How to Capture Leads On Your Website As the digital storefront for your business, your website is often the first point of contact for potential customers. Customers who land on your website are interested in your brand or offerings. Here are the ways you can capture leads from websites: **Chat Widgets**: [Widgets](https://respond.io/blog/omnichannel-widget) appear on every page of your site to provide an immediate way for customers to ask questions or get help, mirroring the discussed focus on meeting customers where their interest is piqued. ![Leads%20can%20be%20captured%20from%20your%20website](https://images.ctfassets.net/ph8r57dk1q9w/4OfCkn3zMGaHlqvgoTujje/fc57620dc89df555aab6376f9e9a0745/7_43cc68315c574fd86f67830548d29f3e.jpg) **Chat links and buttons**: Similar to chat widgets, [chat links and buttons](https://respond.io/blog/whatsapp-sales#toc-mobile-7) direct customers to your preferred messaging channel. The difference is that they can be configured to deliver a pre-written message to inform the sales agent of the customer’s interest without further inquiries. It’s an easy way to get quality lead capture. **Lead magnets**: They address specific questions, challenges or interests your customers may have. Examples of [lead magnets](https://respond.io/blog/whatsapp-broadcast-vs-group#toc-mobile-7) are discounts, membership offers and ebooks. “Keep in mind not every customer who lands on your site will want to talk to you. It really depends on the type of business and website you run,” said Iaroslav. For example, a customer who lands in an e-commerce store just wants to buy something. On the other hand, someone who lands on a tailor’s website would like to talk to an agent for consultation and booking. #### How to Capture Leads On Social Media Social media platforms are where your customers spend a significant portion of their time. Engaging them here is not just beneficial but necessary for capturing conversations in their natural digital habitats. ![Get%20leads%20when%20you%20capture%20from%20social%20media](https://images.ctfassets.net/ph8r57dk1q9w/1nDechFAWLP6pexuBq5xMX/04ed1602c7b212e6c61bbea2e4b2b143/8_005c8571760423e71cdfb3ed419641ff.jpg) **Click-to-chat ads**: These [ads](https://respond.io/blog/whatsapp-lead-generation#toc-mobile-4) appear on social media feeds, directly initiating chats from [social media ads](https://respond.io/blog/facebook-messenger-ads) to WhatsApp, [Messenger](https://www.youtube.com/watch?v=d4nVNt08xmY) or [Instagram](https://www.youtube.com/watch?v=3VT2AIZ31fk). You can target ads to a specific target audience to maximize the number of customers who start conversations with you. **Social profile chat links and buttons**: By incorporating [chat links or buttons](https://respond.io/blog/whatsapp-lead-generation#toc-mobile-5) on social profiles, businesses make it easier for customers to reach out to them. Meta platforms like Facebook and Instagram allow you to place a WhatsApp button to make it easier for customers to reach out to you. #### How to Capture Leads From Offline to Online “If your business relies on foot traffic, you can still capture leads through conversations. Businesses that regularly attend trade shows or exhibitions stand to gain a lot,” said Iaroslav. By placing [QR codes](https://respond.io/blog/whatsapp-lead-generation#toc-mobile-5) around your booths and the event, you offer customers a way to reach you via messaging apps quickly while their interest is high. You can even capture leads at tradeshows by attracting them using lead magnets to capture and start a conversation with them. So, you know about the what, why and how of capturing leads through conversations. But if you’re not convinced, read on to learn how businesses have benefited from this through respond.io. ### Businesses Win Big When Using Respond.io Respond.io is a leading AI-powered customer conversation management software designed to maximize lead capture. Many of our customers have used our platform with great results. Let’s see how respond.io has helped them. #### Sleek Increased Lead Capture by 3X [Sleek](https://respond.io/customers/how-sleek-gained-3x-more-qualified-leads-over-whatsapp) added [WhatsApp chat links](https://respond.io/blog/whatsapp-link-for-instagram) and [QR codes](https://respond.io/blog/whatsapp-qr-code) to its website to drive inquiries. Prospects who click or scan these enter a WhatsApp chat with Sleek’s agents. Driving web traffic to WhatsApp enabled automatic and high-quality lead capturing. This is because WhatsApp enables businesses to capture contacts’ WhatsApp profile names and authentic phone numbers. The result of using chat links and QR codes netted Sleek a three times increase in leads generated. #### Jagoan Grew Its Customer Base As prospective customers browse through [Jagoan Hosting’s](https://respond.io/customers/how-jagoan-hosting-raised-productivity-by-52-percent) website to see if it meets their needs, it uses web chat to address inquiries they might have. The addition of a [web chat widget](https://help.respond.io/l/en/website-chat-widget/website-chat-widget-overview) on their landing pages and respond.io’s efficiency allowed agents to handle a higher volume of conversations than before, thanks to the improved lead capture. This allowed the brand to focus on growing its customer base and providing exceptional service to members. There’s so much that businesses can accomplish to capture leads through conversations with respond.io. This is just a small preview of what our platform can do. If you want to boost your lead generation capabilities, sign up for a [free respond.io account](https://app.respond.io/user/register) today. ### Further Reading If you want to learn more about Conversation-Led Growth or marketing-related blogs, check these articles out: - Conversation-Led Growth: Where Conversations Drive Business Results - WhatsApp Marketing: Guide to a Successful WhatsApp Campaign - WhatsApp Lead Generation: How to Use WhatsApp to Get More Leads ## [LINE Auto Reply: How to Set Up Auto Reply LINE](https:/respond.io/blog/line-auto-reply) Want to learn how to set up LINE auto reply for your business? Here, we’ll explain what auto reply LINE is, its benefits, how to set one up and sample messages that you can use. Interested in learning how to set up LINE auto reply for your business? In this article, we’ll explain what auto reply on LINE is, the benefits of using a LINE chat auto reply and finally, how to set one up for your business. ### What is LINE Auto Reply? LINE auto reply is a feature that allows you to send automated responses when customers message you on LINE. This feature enables you to answer your customers 24/7 even if you’re not available at that moment. The auto-reply feature is not available with a regular LINE account. Instead, you need a [LINE Official Account](https://respond.io/blog/line-official-account) app to send auto-response messages. ![This%20is%20a%20picture%20that%20describes%20the%20two%20types%20of%20auto-reply%20line%20messages.%20They%20are%20greeting%20messages%20and%20away%20messages.](https://images.ctfassets.net/ph8r57dk1q9w/7muz2XMRlFgUsg5l4lcvTE/c310e4593d5e9d893d64d1fece9e1c27/LINEAutoReplyImage01_356fec60e8d5ee8caaa0936192cdeb68.png) There are two common types of auto-reply messages: - Greeting messages: Automated messages sent to your customers when they first message you - Away messages: Automated responses sent to customers when you can't attend to them right away In the next section, we’ll share the benefits of using auto replies for your businesses. ### Why Use Auto Reply on LINE When you’re using an [instant messaging app](https://respond.io/blog/instant-messaging-for-business) like LINE to communicate with customers, they [expect immediate replies](https://respond.io/blog/business-messaging#toc-mobile-1). Unfortunately, most businesses don’t operate around the clock due to a lack of manpower and limited hours of operation. To solve this issue, LINE has rolled out the auto-reply feature to help businesses manage their customers’ expectations. Now, businesses can inform customers of their availability by including operating hours and expected response time in the message. The drop in response time can have a [positive impact on customers’ satisfaction](https://respond.io/blog/csat-customer-satisfaction-score) as customers value businesses that deliver prompt responses. It reassures them that their messages have been received. ![This%20is%20an%20image%20that%20describe%20the%20benefits%20of%20using%20Line@%20auto%20reply.%20Setting%20an%20away%20message%20helps%20you%20to%20manage%20customers%27%20expectations%2C%20while%20welcome%20messages%20help%20to%20make%20a%20positive%20first%20impression%20with%20customers.%20You%20can%20also%20use%20pre-chat%20survey%20to%20collect%20customers%27%20information.](https://images.ctfassets.net/ph8r57dk1q9w/4PzRYhb2jCmLFVErNBw2en/9db53d3f487d0374e1030afbd6482b66/LINEAutoReplyImage02_d5023307beb3d5c22b23cf86d220f144.png) You can make a strong first impression by automating welcome messages. If a customer is contacting you for the first time, they’ll be greeted with a timely and friendly response. Add a [pre-chat survey](https://respond.io/blog/pre-chat-survey) right after the welcome or away message to collect customers’ information to give agents context about the inquiries before responding. Now that you understand what an auto reply is, let’s take a look at how to set up LINE auto replies. ### How to Set Up LINE Chat Auto Reply There are three methods businesses can use to set up automated responses to customers who send them a message on LINE. ![This%20is%20an%20image%20that%20describes%20the%20three%20methods%20to%20set%20up%20line%20auto%20reply%20message.%20You%20can%20set%20up%20auto%20reply%20message%20LINE@%20via%20LINE%20official%20account%20app%2C%20LINE%20official%20account%20manager%20and%20on%20respond.io.](https://images.ctfassets.net/ph8r57dk1q9w/5ncytZnN5onNh54fcWqxOj/bacc2582f1d2e403c31612e291f80b28/LINEAutoReplyImage03_abe36a48c42ed9de2626cd83efa8f316.png) - LINE Official Account App - LINE Official Account Manager - Respond.io’s omnichannel messaging inbox Let’s take a look at all the different methods below. #### How to Set Up Auto Reply on LINE Official Account App Unlike [WhatsApp](https://respond.io/blog/whatsapp-business) where you can only send text-based auto-reply messages, LINE allows you to choose [other types of messaging mediums](https://lineforbusiness.com/th-en/service/line-oa-features): Text, sticker, photo, coupon, rich message, rich video message, video, voice message, surveys and card-based messages. ![This%20is%20a%20picture%20that%20described%20the%20different%20types%20of%20messaging%20mediums%20on%20LINE%20bot%20auto%20reply.%20You%20can%20send%20text%2C%20multimedia%20files%2C%20coupons%20and%20surbey%20with%20your%20LINE%20Official%20account%20auto%20reply.](https://images.ctfassets.net/ph8r57dk1q9w/5PPkOLzBqH9AKrMdk3lOQ6/f4351ef4cd4ebc68f87b32947f35b134/LINEAutoReplyImage04_a35ff6edf22a56225349f1fd5e09fba9.png) You have the freedom to choose other messaging mediums like video to welcome customers. Another benefit of using the auto-reply feature on the LINE Official Account app is that you can add up to five messages within a single auto reply. This means, in addition to your video, you can complement it by adding a sticker, a coupon, a welcome text and a survey in your auto reply. Here’s the step-by-step to set it up: ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20create%20line%20auto-reply%20on%20line%20official%20account%20app.%20On%20your%20LINE%20Official%20Account%20app%20homepage%2C%20tap%20Auto-response%20messages.%20Then%2C%20tap%20the%20+%20Add%20button%20and%20select%20the%20types%20of%20message%20you%20want%20to%20create%20on%20the%20Auto-response%20messages%20page.](https://images.ctfassets.net/ph8r57dk1q9w/7vqlQPbmn51lPhUpg6tn3f/abf94f6f2ccd31df9ce7b9b82b5fe539/1_ae8cf227148b649364881131927976b4.png) On your LINE Official Account app homepage, tap *Auto-response messages*. Then, tap the *\+ Add* button and select the types of messages you want to create on the Auto-response messages page. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20create%20auto%20response%20on%20auto%20reply%20line%20app.%20Select%20the%20types%20of%20message%20you%20want%2C%20then%20save%20it%20once%20you%27re%20done.%20Finally%2C%20add%20the%20title%20of%20your%20auto%20reply.](https://images.ctfassets.net/ph8r57dk1q9w/3cQqwjKLHSUKxrNWHpkAqj/238226b8a906c141ce9352861fd3401e/2_ef7ba6e5719db5932089b05ff1792d68.png) Here, you have the option to craft your message, upload a photo or video, send a voice message, draft up a survey or create a coupon. The possibilities are endless! To add another message, simply tap the *\+ Add* button again. Once you’re done, tap Next. Next, give your auto-reply message a title. The titles are only for your reference, so name them according to how you want them. For example, if it’s a greeting message, you can simply name it Welcome Message. ![This%20is%20a%20screenshot%20that%20describes%20how%20to%20create%20line%20app%20auto%20reply.%20Turn%20on%20the%20toggle%20button%20for%20scheduling%20and%20schedule%20a%20time%20or%20date%20for%20your%20auto%20response%20message.%20Add%20in%20keywords%20and%20tap%20save%20once%20you%27re%20done.](https://images.ctfassets.net/ph8r57dk1q9w/5d48NX9VH7Q2Q58qTsxyIl/f239c88739f1ca54b81d240fccae409f/3_4548d5726460db6fe620c4f6974c623f.png) Turn the toggle button on for *Scheduling*. Choose the timezone that you’re in. Then, select either *Dates* or *Time* to schedule your message. Do note that if you select *Dates*, you won’t be able to schedule the time for your auto-reply messages and vice versa. The LINE Official Account’s auto-reply feature also allows you to have the option to add keywords for your auto-reply message. Enabling keywords allows your message to be sent automatically when a customer sends a message containing a 100% match. For example, if you've set *menu* as a keyword for your auto reply and a customer’s message contains the word *menu*, the auto-response message will be sent to the customer Do note that each keyword can only be 30 characters or less and you can add as many keywords as you want, as long as they’re related to the auto-reply. Once you’re done, tap Save to publish your auto reply. Next, we’ll take a look at how to set up auto reply on the LINE Official Account Manager. #### How to Set Up LINE Auto Reply on LINE Official Account Manager Similar to the LINE Official Account app, you can mix and match the different types of mediums when you create an auto-response message on the LINE Official Account Manager, and you can create up to 5 messages too. Follow the instructions below: 1\. **Click** *Automatic-response messages* on the left panel of your LINE Official Account Manager homepage. ![This%20is%20a%20screenshot%20that%20shows%20the%20first%20step%20of%20creating%20line%20app%20auto%20reply.%20Click%20automatic%20response%20messages%20on%20the%20left%20panel%20of%20your%20homepage.](https://images.ctfassets.net/ph8r57dk1q9w/3WmfechCC6ZNP0y75oc4Iz/ea97e3fe3769e3e3ae79ea897b1d66b7/4_516f50f1e5c928764130889a7f558f65.png) 2\. **Click** *New message* to create your LINE chat auto reply. ![This%20is%20a%20screenshot%20that%20describes%20how%20to%20create%20Line@%20auto%20reply%20message.%20Click%20New%20message%20to%20create%20your%20LINE%20auto%20reply.](https://images.ctfassets.net/ph8r57dk1q9w/3fLrmBsRFGBLasBmGh9gcK/499a1dc885b9f4d117565f0f9095467c/5_273a98dbe1d058dc2b3410e24de9ea0a.png) 3\. **Give** your auto-reply message a title. ![This%20is%20a%20screenshot%20that%20describes%20how%20to%20create%20line@%20auto%20reply.%20Name%20the%20title%20of%20your%20auto-reply%20message.](https://images.ctfassets.net/ph8r57dk1q9w/9TITX2PSUilZUXx1FZYiB/48e993914f1f803ea8171875828cad0d/6_976b1672d4442e0f1cbe1f77dc0d7e9a.png) 4\. **Check** ***S****cheduling* to set either the dates or times of your scheduling. Don’t forget to select the correct time zone. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20create%20auto%20reply%20LINE@.%20Check%20Use%20scheduling%20to%20set%20either%20the%20dates%20or%20time%20of%20your%20scheduling.%20Don%u2019t%20forget%20to%20select%20the%20correct%20timezone.](https://images.ctfassets.net/ph8r57dk1q9w/3XgCuJDeufqV3KVboAjCC7/8049910ee0a6a79b213ee9cdfe9777af/7_ad3c281adf0857fec147a9fc5f4bd60d.png) 5\. **Check** *Use keywords* and enter your keywords in the box below. ![This%20is%20a%20screenshot%20that%20describes%20how%20to%20create%20auto-reply%20line.%20Check%20Use%20keywords%20and%20enter%20your%20keywords%20in%20the%20box%20below.](https://images.ctfassets.net/ph8r57dk1q9w/1g9TH71KbCETPXI0LS4LYM/b2696da68878cf4ccbd249d0f8d7fb01/8_a7d5f8c77de1a273222f208af086a98b.png) 6\. **Select** the types of message formats and begin crafting your messages. ![This%20is%20a%20screenshot%20that%20describes%20how%20to%20set%20up%20auto%20reply.%20Select%20the%20types%20of%20message%20format%20and%20begin%20crafting%20your%20messages.](https://images.ctfassets.net/ph8r57dk1q9w/6J0Ia8WtLW9ewElE9S6EQF/993741308765d579bc011a7a91569f60/9_21fc12a9aefdd0946b24479cfaf55ab9.png) Finally, click *Save changes* and you’re done. On the LINE Official Account Manager, you have the option to turn your auto-response message on and off. If you want to turn off your auto-reply, head to the *Auto-response message* page, find the status column and turn the toggle off. ![This%20is%20a%20screenshot%20that%20shows%20you%20how%20to%20check%20the%20status%20of%20your%20auto%20reply.%20On%20the%20LINE%20Official%20Account%20Manager%2C%20you%20have%20the%20option%20to%20turn%20on%20and%20off%20your%20auto-response%20message.%20On%20the%20Auto-response%20message%20page%2C%20head%20to%20the%20status%20column%20and%20turn%20your%20auto-reply%20off%20if%20it%u2019s%20no%20longer%20relevant%20to%20your%20business.](https://images.ctfassets.net/ph8r57dk1q9w/4DaFx3T18amfo3qi83foIL/7d4cc131d4dc7fa094118b042a0ef781/10_ac79b43f6843111817f6ff55287548a8.png) In the next section, we’ll show you the steps to set up LINE auto-reply messages on respond.io. #### How to Set Up LINE Auto Reply on Respond.io While both the LINE Official Account Manager and app give you the freedom to choose the type of formats that you desire, they’re limited to automating greeting and away messages. If you’re looking for more advanced automation, then you need a messaging platform like respond.io. Here, you can customize and automate responses based on customers’ inquiries, [route](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assign](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) customers to the right team or agent, and use [HTTP requests](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-4) to exchange contact information with your CRM. ![This%20is%20an%20image%20that%20describes%20the%20benefits%20of%20using%20auto%20reply%20on%20respond.io.%20First%20of%20all%2C%20you%20get%20to%20customise%20and%20automate%20responses%20based%20on%20customers%27%20inquiries%2C%20you%20can%20route%20and%20assign%20messages%20and%20finally%20you%20get%20to%20exchange%20information%20with%20your%20CRM.](https://images.ctfassets.net/ph8r57dk1q9w/0QxLYJjqndq1iIWq7Xm6e/255028f8057dbc0c46e9391b8320b605/LINEAutoReplyImage05_2ef2c43ce004cc1422cfbd5865ac898f.png) Once you’ve [connected your LINE Official Account to respond.io](https://help.respond.io/channels/line#connecting_a_line_official_account), follow the instructions below to set up both welcome and away messages for your business using [Workflows](https://help.respond.io/quick-start/automated-welcome-and-away-messages). 1\. **Click** Workflows on the side navigation menu and click on *Add Workflow*. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20up%20auto%20reply%20on%20respond.io.%20Click%20Workflows%20on%20the%20side%20navigation%20menu%20and%20click%20on%20Add%20Workflow.](https://images.ctfassets.net/ph8r57dk1q9w/2CyEeD73rNK0UfqwSSirel/5173470ea543a811bff253c071ba744f/UploadWeChatlogo_a133d5a2a2b130637efa8cb423d16ef0.png) 2\. **Set** the Workflow Trigger to Conversation Opened. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20up%20auto%20response.%20Set%20the%20Workflow%20Trigger%20to%20Conversation%20Opened.](https://images.ctfassets.net/ph8r57dk1q9w/ceBtInLbF4VXq1HlH5XDK/65b89aea19b41de719d00edd28bcf0de/11_78f2ba459bc0192442b109c287dfeb25.png) 3\. **Add** the [Date & Time](https://help.respond.io/workflows/workflow-steps#step_date_time) [Step](https://help.respond.io/workflows/workflow-steps#step_date_time) to set your business hours. ![This%20is%20a%20screenshot%20of%20how%20to%20Add%20the%20Date%20%26%20Time%20Step%20to%20set%20your%20business%20hours.](https://images.ctfassets.net/ph8r57dk1q9w/2jTNWFLmiakXgGAB57m8Wy/4bc6ea6916c57d66233509d7cdd453ec/Screenshot2022-10-06at3_19_11PM_100a2cb4ee81a695e63e835ccab2b1d1.png) Messages sent during business hours will fall into the Success Branch, while messages sent after business hours will go into Failure Branch. 4\. **Click** on the + button under the Success and Failure Branches to add a *Send A Message* Step. Make sure you select LINE as your channel. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20up%20automated%20reply.%20Click%20on%20the%20+%20button%20under%20the%20Success%20and%20Failure%20Branches%20to%20add%20a%20Send%20A%20Message.%20Make%20sure%20you%20select%20LINE%20as%20your%20channel.](https://images.ctfassets.net/ph8r57dk1q9w/3CZs9KnXdkcaxB5C8ipQM0/9b9973dc400b5432b27dede1c3ed30b8/13_1c1182a41cd39f78339853983e5b9248.png) 5\. **Draft** your greeting message in the text field for the Success Branch and your away message in the Failure Branch. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20up%20automated%20reply%20messages%20on%20respond.io.%20Draft%20your%20greeting%20and%20away%20messages%20under%20Text.](https://images.ctfassets.net/ph8r57dk1q9w/5VnDAk3BAm6AXljxtRJv9Z/ba5b4306cdc527ac6a4febf1c3575d1e/Screenshot2022-10-06at3_23_29PM_990439df6ad0eb0c438d5b8f82c40c60.png) 6\. **Add** the [Ask a Question](https://help.respond.io/workflows/workflow-steps#step_ask_a_question) [Step](https://help.respond.io/workflows/workflow-steps#step_ask_a_question) to get customers’ information so you can contact them when you’re back online. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20auto%20reply.%20Add%20the%20Ask%20a%20Question%20step%20to%20get%20hold%20of%20customers%u2019%20information%20so%20you%20can%20contact%20them%20when%20you%u2019re%20back%20online.](https://images.ctfassets.net/ph8r57dk1q9w/47dEa7qaO6dn1cUOQUFtlG/e257368b9fa1489295a58f4f9f2b3ab5/Screenshot2022-10-06at3_29_40PM_a97229df53e3e1236c2ac5cd9a32287e.png) The responses can be saved as [Variables](https://help.respond.io/dynamic-variables/dynamic-variables), [Contact Fields](https://help.respond.io/workspace-settings/contact-fields) or [Tags](https://help.respond.io/contacts/contact-details#tags) to be used in other parts of the Workflow. Once you’re done, save and publish it. And those are the steps to setting up LINE auto reply for your business. In the next section, we’ll go through some auto-reply message examples businesses can use for different scenarios. ### LINE Chat Auto Reply Message Samples Businesses can use LINE auto reply for various scenarios – general welcome messages, away messages, holiday greeting messages, business update messages and lead capture messages. Each has its way of engaging with customers and driving their desired actions. ![This%20is%20a%20picture%20that%20shows%20that%20different%20types%20of%20auto%20response%20messages%20you%20can%20use%20for%20your%20business%3A%20general%20welcome%20messages%2C%20away%20messages%2C%20holiday%20greeting%20messages%2C%20business%20update%20messages%20and%20lead%20capture%20messages](https://images.ctfassets.net/ph8r57dk1q9w/2ZIZdWuCMvu33sj0frTlnJ/e2368f28f958571e4dfc0dcf065a9778/LINEAutoReplyImage06_5a84c43841bce4a8884575e7ee026d51.png) Check out some of these LINE auto-reply message samples that you can use to reply to your customers. #### General Welcome Want to make a strong first impression with your customers? Welcome messages help you build rapport with prospects, ease them into your brand and win trust. Here are some welcome message templates to help you craft your message effectively. ![This%20is%20a%20picture%20that%20shows%20an%20example%20of%20a%20general%20welcome%20message.](https://images.ctfassets.net/ph8r57dk1q9w/6YlcZ24WEVzonE1vJJmRAv/2504fd48e9b1267f25bdfb9553759852/LINEAutoReplyImage07_8523488a7b171437e6d582ccd60ad725.png) 1\. “Greetings from \[business name\]. How may I help you today?” 2\. “Hi! Thank you for your message. Sit tight and let us process your inquiry. We’ll be in touch with you soon.” 3\. “Hello! Thank you for becoming a part of \[business name\]! We’re so happy to have you here.” #### Away Messages Away messages are a convenient way to reply to customers’ messages after business hours. Here’s a list of away messages you can use to inform customers that you’re unavailable: ![This%20pictures%20describes%20an%20example%20of%20an%20away%20message.](https://images.ctfassets.net/ph8r57dk1q9w/3VdJDf8Usy6WYfROVLMs1K/8376b08bc01116fae064125f419bd9d8/LINEAutoReplyImage08_a0648bb614400a150e7cdf0f8eb468d8.png) 1\. “Hello there 👋 thank you for your message. We’re currently unavailable but we’ll get back to you within 24 hours.” 2\. “Dear customer, our business hours are \[time\] to \[time\]. Please expect a response within that time frame.” 3\. “Thank you for contacting \[business name\], we’re away for a company trip from \[date\] to \[date\]. We will get back to you when we’re back on the \[date\].” #### Holiday Greetings Closed for the holidays? Set an auto-reply message to inform customers about your availability and don’t forget to assure them that you’ll reply to their messages when you’re back. Here are some LINE holiday greeting messages for your reference below: ![This%20is%20a%20picture%20that%20shows%20an%20example%20of%20a%20holiday%20greeting%20message.](https://images.ctfassets.net/ph8r57dk1q9w/5niFmcxH8GpuIYSFbnz4WI/53a4792ff93b06e1043aab6e16baaa33/LINEAutoReplyImage09_fb7a6e57c0f16636e7294420dd3d26ed.png) 1\. “Wishing you a holly, jolly Christmas🎄 Thank you for your message, but we’re away on holiday from \[date\] to \[date\]. We’ll get back to you when we’re back on \[date\]. Cheers!” 2\. “Happy New Year from \[business name\] 🎊 How may we help you today?” 3\. “Happy Valentine’s Day! We’re busy packing bouquets at the moment, but we’ll get back to you within xx hours. Kind regards, \[business name\].” #### Business Updates Businesses can also use LINE auto-reply messages to update customers on unusual events or developments, such as service interruptions or delayed responses during peak periods. Below are some message samples: ![This%20is%20a%20picture%20that%20shows%20an%20example%20of%20a%20business%20update%20message](https://images.ctfassets.net/ph8r57dk1q9w/7DO37a4zPhSRzS9NpSxUfE/e4434db1f10c4f48343a1944d8440596/LINEAutoReplyImage10_9a1914595c1c92041bacb25367a7fb2e.png) 1\. “Thank you for your message. We apologize for the service outage and for any inconvenience caused to you. Our team is working hard to fix the issue ASAP. Thank you for your patience 🙏” 2\. “Hi there. We’re experiencing a high volume of messages and are doing our best to reply as soon as possible. We’ll be in touch with you within 24 hours.” 3\. “Hello! Thank you for writing in. Our services are currently down. We're working on quickly resolving this issue. Meanwhile, check our status page for the latest updates: \[link\].” #### Lead Capture Elevate your auto-reply message by requesting customers’ contact details. This is a great opportunity for you to turn prospective customers into LINE contacts. Here are some examples you can use for your business: ![This%20is%20a%20picture%20that%20shows%20an%20example%20of%20a%20lead%20capture%20message.](https://images.ctfassets.net/ph8r57dk1q9w/7u0fqZHPBfgScMet8PjAHq/c866a9f819b69404739c0bef3c6e7e95/LINEAutoReplyImage11_73052092e1df6266849343ddc26113b6.png) 1\. “Hello! Thank you for your message, but we are currently unavailable. Please leave your name and email address, and we will get back to you as soon as possible.” 2\. “Hi! We are currently out of the office. Please share your full name and email address below. We will get back to you soon.” 3\. “Thank you for getting in touch! Can we get your name and email address before we proceed?” Now you know the benefits of using LINE auto reply to elevate your business communications and the steps to set it up, it’s time to [connect your LINE account to respond.io](https://help.respond.io/channels/line) to get started. ### Further Reading Want to know more about how LINE can benefit your business? We’ve compiled a list of articles for you to read here: - How to Generate LINE QR code - How to Send LINE Push Notifications - Your Guide to Sending Broadcast LINE Messages ## [LINE Broadcast: How to Broadcast LINE Messages](https:/respond.io/blog/line-broadcast) Everything you need to know about LINE Broadcast and how to send a LINE broadcast message. Reach your customers with LINE Official Account. Planning to use LINE broadcast messages to reach thousands of customers? You’ve come to the right place. Today, we’ll explore broadcasting, the benefits of using a [LINE Official Account](https://respond.io/blog/line-official-account) and sending a broadcast message with LINE Official Account Manager and respond.io! ### What is Broadcast Messaging? Broadcast messaging or bulk messaging is a method of delivering information to many recipients simultaneously. Businesses use broadcast messages to keep their contacts updated about store closures, unexpected delays, upcoming promotions and more. Broadcasting was primarily carried out on channels like email and SMS but these days, bulk messaging via [instant messaging](https://respond.io/blog/instant-messaging-for-business) is becoming more popular. SMS messages have limited characters, no rich media and [geographical restrictions](https://respond.io/blog/business-sms#toc-mobile-11), while emails tend to be ignored or sent to spam. Instant messaging channels like LINE Official Account, [Telegram](https://respond.io/blog/telegram-broadcast) or [Viber](https://respond.io/blog/viber-bulk-message) solve these issues and provide added benefits. Messaging apps on everyone’s phones and push notifications mean businesses get their contacts’ attention immediately. With video and image support making messages more engaging, it’s easy to see why their open rates are a [600% improvement over emails!](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#:~:text=2018%20%7C%20Source%3A%20Statista-,Messaging%20App%20Engagement%20Rates,-It%20feels%20like) Next, we’ll go over the reasons why we would use LINE Official Accounts over other channels for broadcasting. #### LINE Broadcast Message: Why Use LINE Official Account? With so many instant messaging channels in the market to choose from, what makes LINE Official Account stand out? ![An%20image%20showing%20why%20you%20should%20send%20broadcast%20with%20LINE.%20Popular%20in%20ID%2C%20JP%2C%20TW%20and%20TH%2C%20message%20contacts%20any%20time%2C%20and%20supports%20rich%20content.](https://images.ctfassets.net/ph8r57dk1q9w/r73DBjNcI4RKDkL80piYR/e14690704df68e351b16eb581c60eea2/LINEBroadcastImage01_a5828ffa65ddc6e7cfcf7e39ece9333e.png) Here are the benefits of using a LINE Official Account to broadcast: - With over 182 million monthly active users globally, LINE has high usage in certain regions such as Japan, Taiwan, Thailand and Indonesia. If your audience uses LINE as their primary messenger, it would be the wisest choice. - LINE lets businesses of any size create LINE Official Accounts to communicate with their contacts - You can send broadcast messages at any time to contacts who have added you as a friend on your LINE Official Account - Broadcast messages can have different types of content such as images, videos and more. Interesting content is better at capturing your audience’s attention while increasing the chances of them responding or taking action. Next up, let’s go over some things you should know about the channel before you start using it to send broadcasts. #### What You Should Know About LINE Broadcast Message Like other business messaging channels, you won’t be able to import existing contacts to your LINE Official Account. You will need to build up your contact list by getting contacts to add you as a friend and send you the first message. Fortunately, LINE has [tools and features](https://respond.io/blog/line-official-account#toc-mobile-10) like chat links, QR codes, website buttons, in-app search and LINE ads to make getting new contacts easier. QR codes are great for physical locations like retail stores, while chat links can be used on online platforms. When a contact scans your QR code or clicks on a chat link with their phone, they are brought to your LINE Official Account inside the LINE app. On desktop, chat links send them to a page with a QR code which they can scan with the LINE app on their phone. Likewise, website buttons work exactly like chat links, with the added benefit of the familiar LINE green branding. In-app search allows customers to find you from within the app, and LINE ads put you on the feeds of your target audiences. While it’s free to create a LINE Official Account, the accounts have [different limits based on the region they are created in](https://respond.io/blog/line-official-account#toc-mobile-6). Each account has a set amount of free messages that are renewed monthly. | Region | Japan | Taiwan | Thailand | Global | | --- | --- | --- | --- | --- | | Monthly Fee (Free) | 0 | 0 | 0 | 0 | | Monthly Fee (Light) | ¥5k | NT$800 | ฿1,2k | US$50 | | Monthly Fee (Standard) | ¥15k | NT$4k | ฿1,5k | US$150 | | Included Messages (Free) | 1k | 500 | 1k | 500 | | Included Messages (Light) | 15k | 4k | 15k | 15k | | Included Messages (Standard) | 45k | 25k | 35k | 45k | | Additional Message Fee (Free) | X | X | X | X | | Additional Message Fee (Light) | ¥5 | NT$0.2 | ฿0.08 | US$0.05 | | Additional Message Fee (Standard) | ¥3 | NT$0.15 | ฿0.04 | US$0.03 | Free plan accounts have to strictly adhere to this messaging limit since they don’t have the option of paying for additional messages without upgrading to a higher tier. Paid plan accounts can exceed their limits with fees imposed for each extra message sent. ### Different Ways to Send a LINE Broadcast Message There are two ways for businesses to send a LINE broadcast — through the LINE Official Account Manager or by connecting their LINE Official Account Messaging API to a central inboxing service like respond.io. Here’s a quick table showing the differences between the two. We’ll elaborate further below: | Feature | LINE Official Account Manager | LINE Official Account Messaging API | | --- | --- | --- | | Automation | Limited auto-replies, no automation | Advanced automation | | Multi-user Support | Limited multi-user support | Advanced multi-user support | | Broadcast | Broadcast on LINE | Broadcast on LINE and other connected channels | | Media Content | Rich media content | Rich media content | | Fees | LINE fees, if applicable | Platform fees (after a free 14-day trial) and LINE fees, if applicable | | Broadcast Targeting | Limited to specific regions (ID/JP/TW/TH) | Granular targeting for broadcasts for all regions | There are pros and cons to using either method, depending on your business and use cases. However, using one doesn’t prevent you from using the other, so you can use either method based on your needs. #### Sending LINE Broadcasts with LINE Official Account Manager LINE Official Account Manager is the most straightforward way to send broadcasts and it is suitable for small businesses that don’t have large teams or need advanced automation for everyday processes. It allows you to send all LINE-supported content as a broadcast message, including coupons, stickers, card messages, rich messages and surveys, in addition to the standard text, video, image and sound. LINE also provides read receipts inside the LINE Official Account Chat Console, so you know when your customers have opened and read your messages. Additionally, it is free to use, excluding the fees you pay for your upgraded LINE Official Account plan. #### Sending LINE Broadcasts with LINE Official Account Messaging API on Respond.io LINE Official Account Messaging API on respond.io is the best way to send broadcasts for bigger businesses with large teams. Respond.io provides you with additional tools beyond the typical permissions settings found in the LINE Official Account Manager. First, the [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview) improves the targeting and flexibility of bulk messaging with several features. The [Contact Segment](https://help.respond.io/contacts/segments) feature allows users to create precise target audiences by using Contact Fields, Tags or predefined conditions. Customers with the right Contact Fields, Tags or conditions will automatically enter a Segment while those who no longer meet the criteria will exit a Segment, ensuring your list is always up-to-date with no manual effort from your team. ![An%20image%20showing%20respond.io%20broadcasting%20capabilities%20-%20segment%20contacts%2C%20broadcast%20to%20last%20interacted%20channel%2C%20save%20as%20drafts%2C%20customize%20broadcast%20send%20rate.%20](https://images.ctfassets.net/ph8r57dk1q9w/3pbEKTUrhhSbR3Jh2vtulq/6c157721f036bee0b224da61c806dbdb/broadcast-20-messaging-image_607191635fca8c91e1e97e620eff69dc.png) In addition to selecting multiple channels for a broadcast, you can also improve visibility and engagement rates by broadcasting to your [Contacts' last interacted channel](https://help.respond.io/broadcasts/sending-a-simple-broadcast). It’s also possible to save [broadcasts as drafts](https://help.respond.io/broadcasts/sending-a-simple-broadcast) if they aren’t ready for dissemination, and edit or reschedule them before they go live. If your plan supports it, you can [customize the rate](https://help.respond.io/broadcasts/sending-a-simple-broadcast) at which your broadcast is delivered. If contacts respond to your broadcasts, you can [route](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) them to the right team and [assign them](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to an agent. During times when agent responsiveness is crucial, like right after an important update, agent performance can be tracked to show how fast chats are responded to and resolved. ![An%20image%20showing%20why%20you%20should%20use%20LINE%20API%20broadcast%20on%20respond.io.%20](https://images.ctfassets.net/ph8r57dk1q9w/4Zt1CsmFs86Zfrns17TFof/35d1046ba5d474e1ba1cd314ef05d3d8/LINEBroadcastImage04_805573579bbd752f31d637ea062a901a.png) Respond.io also has [versatile Workflow support](https://help.respond.io/workflows/workflows-overview) to help free up manpower and resources for your business. Repetitive and menial tasks such as greeting customers or displaying menus for them to select how to proceed can be accomplished automatically. A killer feature, however, is its multi-channel support. In countries where your contacts are spread across different instant messaging apps, broadcast to them on one or more channels from a single platform. Now, let’s check out two methods for sending LINE broadcasts. ### How to Send Broadcasts with a LINE Official Account Since we know the uses and limitations of broadcasting from the Official Account Manager and the Messaging API with the respond.io platform, let’s learn how to send broadcast messages. #### How to Send a LINE Broadcast Message with LINE Official Account Manager The LINE Official Account Manager is the platform you want to use when you need to send LINE-exclusive content like stickers and coupons. While you have limited options when it comes to automation and multi-user support, it’s straightforward to use. First, [log in to your LINE Official Account](https://manager.line.biz/). Once you’ve logged in, choose the account you want to broadcast from. **1\. Click** Home, then New broadcast. ![How%20to%20Broadcast%20Message%20in%20LINE.](https://images.ctfassets.net/ph8r57dk1q9w/2vMf3kfzAGYQ8KFRSyOB7b/ed6a4f4c573778b1d1fcdd3b8141655b/step1copy_e8bff9456c63b210d1ba3e6bccf76302.png) **2\. Select** your recipients. Take note [this feature](https://help2.line.me/official_account/android/categoryId/20006330/pc?lang=en#:~:text=Sending%20messages-,Targeted%20broadcasts,-toggle) is only available to accounts from Japan, Thailand, Taiwan or Indonesia with over 100 followers. ![How%20to%20Broadcast%20in%20LINE](https://images.ctfassets.net/ph8r57dk1q9w/4bSUAYXiLptUOeMxwjLNdU/feeba5938a14673434df15ec0f9973c9/step2copy_ba94809273c025cc131ac31b5cde5055.png) **3\. Select** the Send now option or input the date and time if you want to schedule your broadcast. ![how%20to%20send%20bulk%20messages%20in%20LINE](https://images.ctfassets.net/ph8r57dk1q9w/Ha0jVqECws4Mf7l83WLZb/3c3dae2cd49874afdb8095f3bbc98ce1/step3copy_8a7685f87e4338e560f1b6fc9105fe10.png) **4\. Select** publish to LINE VOOM (a timeline for your official account), set the maximum broadcast volume (if you don’t want to [hit your message limit](https://www.linebiz.com/jp-en/other/#:~:text=LINE%20Official%20Account%0ASubscription%20Plans)) or use A/B testing (to figure out which type of message will do better) if you wish. ![how%20to%20create%20broadcast%20in%20LINE.%20](https://images.ctfassets.net/ph8r57dk1q9w/656KiEGsGDcHvWZ7YEiLRl/b0cd2ad749f1a4421e881a873a29fadc/step3_32a77cd2b51b432b78c14f39bdc3e797.png) **5\. Insert** up to three types of content into your message. Choose from text, sticker, photo, coupon, rich message, rich video message, video, voice message, surveys or card-based message. ![how%20to%20create%20broadcast%20in%20LINE.](https://images.ctfassets.net/ph8r57dk1q9w/7WKuFZrdEgfNDaEVDLoOB/57edfb8068f7a777ca1fab046bc4fb90/step4_e5da037dbbb0ca0a23523b477b13756a.png) **6\. Inspect** the preview on the bottom right to see how the message will appear on your audience’s devices. ![sending%20a%20bulk%20message.](https://images.ctfassets.net/ph8r57dk1q9w/779GKZQ8BEHGQt4vD1a6rc/ffc2d612a0929df681b188eec8a491d5/step6_6a6197c5c3737795e4fcc0832b10f1c9.png) **7\. Save** the message as a draft, send it as a test message, or send the broadcast. ![Bulk%20message%20line%20with%20the%20LINE%20Official%20Account%20Manager.](https://images.ctfassets.net/ph8r57dk1q9w/52zp7bGb4iCaafllPdS5xf/6529129a577ef20599d4a4b5d64deaa8/broadcastlist_4127458c91586349586953e19cf749d5.png) If you choose the scheduling option in Step 3, the button text changes to Schedule broadcast. Clicking the button will add the message to the Broadcast list, where it will be sent out at the scheduled date or time. You can also delete or unschedule messages here. #### How to Send a LINE Broadcast Message with Line Official Account Messaging API on Respond.io Broadcasting on respond.io is a straightforward process with plenty of flexibility offered in creating content, targeting audiences and scheduling or sending broadcasts. To get started, navigate to the Broadcast Module in the side navigation menu and click the *Add Broadcast* button. Then name your broadcast and click *Create*. You also have the option to label (categorize) it for easier referencing in the future. ![An%20image%20of%20how%20to%20Send%20a%20LINE%20Broadcast%20Message%20with%20Line%20Official%20Account%20Messaging%20API%20on%20respond.io.%20%0A](https://images.ctfassets.net/ph8r57dk1q9w/6XtEfWOHzVwpX1Jt0ZRELx/f563f6a0aba7449a1ec1d7c276fe2497/blog-broadcast_59054fe54854240d011d60b331b8d9b2.png) Proceed to set up your broadcast by selecting your Segment. Select the *Specific Channel* option and in the channel drop-down list, select your LINE channel to send the message from. Then, create your content. For more information, check out [this guide](https://help.respond.io/broadcasts/sending-a-simple-broadcast) on how to set up and manage broadcasts on respond.io. Now that we’ve gone through LINE Official Account’s broadcasting capabilities on respond.io, you can disseminate bulk messages to your contacts with ease. If you haven’t signed up for a respond.io account yet, we have [a free trial](https://app.respond.io/user/register) for you to start off with. Respond.io also supports handling multiple channels from the same platform, so if you want to broadcast on other instant messengers, check out our [Telegram](https://respond.io/blog/telegram-broadcast), [Viber](https://respond.io/blog/viber-bulk-message) and [WhatsApp](https://respond.io/blog/whatsapp-broadcast) broadcast guides! ### Further reading Finally, if this article was useful to you and you’d like to learn more about the LINE Official Account, here are some additional resources: - LINE Official Account: The Ultimate Guide - Inbound Conversation Workflows: A How-To Guide - Business Messaging: The Future of Customer Communication ## [LINE Business: The Ultimate Guide to LINE Official Account ](https:/respond.io/blog/line-business) If you’re looking to create a business presence in countries like Japan, Taiwan and Thailand, you can use LINE for business to message your customers. This article will explain LINE Business Accounts pricing, how to create a LINE Official Account, as well as best practices for getting your customers as contacts and messaging them. Looking to create a presence in countries like Japan, Taiwan or Thailand? Consider using a LINE Business Account to reach your customers. In this article, learn everything you need to know about using LINE for business. Discover the ins and outs of the LINE Official Account, its special features, the costs involved, how to gain customers and the registration process. Keen to find out more? Read on! ### LINE Business: What is LINE LINE is a free instant messenger app that is available for smartphones and desktops. Like most messaging apps, LINE can send texts, images, videos and audio, and facilitate voice and video calls. NHN Japan developed LINE in 2011 after the Tohoku Earthquake damaged the country’s networks for phone lines and SMS networks. With WiFi and 3G networks still usable in the country then, LINE allowed users to communicate via smartphones and computers. ![In%20image%20showing%20what%20is%20LINE%20-%20it%20is%20a%20free%20instant%20messaging%20app%2C%20started%20as%20disaster%20response%20and%20the%20most%20popular%20messaging%20app%20in%20japan](https://images.ctfassets.net/ph8r57dk1q9w/2zgjzVpCb1L7qbMioPvFOb/4719f3d828d43b98d966d9f02221e96e/UltimateGuideLineforBusinessImage01_1e663397a6d1d81baff399c6fde11077.png) At launch, LINE had to compete against another popular instant messenger, [KakaoTalk](https://respond.io/blog/kakao-for-business). But thanks to NHN’s knowledge of what Japanese users wanted, it didn’t take long for it to surpass KakaoTalk. LINE quickly became Japan’s most popular instant messenger. #### LINE Business: Key Markets As of today, LINE is used by approximately [70% of Japan’s entire population](https://www.linebiz.com/sites/default/files/media/jp/download/EN_LINE%20Business%20Guide_202201-06_summary.pdf). Despite its Japanese-centric origins, the app’s popularity has successfully grown in other parts of the world. LINE has [over 182 million Monthly Active Users globally](https://www.linebiz.com/jp-en/other/). Based on figures from 2020, 90% of LINE’s MAUs were in four key markets: Japan, Taiwan, Thailand and Indonesia. ![An%20image%20showing%20LINE%20Business%20key%20markets](https://images.ctfassets.net/ph8r57dk1q9w/cEI8PFZ4soReb3H7Aj6xG/ba7d0b6cecf4d87c6b34e6756d94f194/UltimateGuideLineforBusinessImage02_287adc5b64f2da68239f641f8d405897.png) These days Indonesia no longer seems to be a key market as users there have [switched to other messaging apps](https://www.similarweb.com/apps/top/google/store-rank/id/communication/top-free/). Consequently, LINE removed features like LINE Official Account verification, IDR pricing and LINE Ads from Indonesia. LINE is still the top messaging app in Japan, Taiwan and Thailand. We also think it’s worth mentioning that LINE is gaining traction in Laos. As of June 2020, LINE was the 3rd most popular messaging app on their Play Store. Given its proximity to Thailand, Laotians mainly use LINE for business dealings with the Thais. ![An%20image%20showing%20LINE%20Business%20key%20markets](https://images.ctfassets.net/ph8r57dk1q9w/MJcYM0Cng3wVAnpfnOh94/28c0bcbb655ac159cda01354067d7b74/UltimateGuideLineforBusinessImage03_35725315e39800927f04d75625eecf43.png) In 2021, LINE was also reported to have [more downloads than WhatsApp in Cambodia](https://ips-cambodia.com/cambodias-popular-messaging-apps/), showing the growth of the channel in that region. Next, let’s go through the features of the LINE app that make it stand out from the crowd. #### Special Features of LINE In LINE’s key markets, the app functions as more than just a messenger. Its fully-fledged ecosystem of products makes it [a digital payment system](https://pay.line.me/portal/jp/main), [a ride-hailing service](https://linetaxi.com.tw/), [a cryptocurrency trader](https://www.bitmax.me/), [an advertising platform](https://www.linebiz.com/jp/service/line-ads/) and more. However, for most of the world, it boils down to the following features. ##### LINE Pay [LINE Pay](https://pay.line.me/portal/global/main?isFooterConventionChanged=true) is a mobile payment service that turns your smartphone into a digital wallet. In addition to paying for goods or services online and in person, LINE Pay users can transfer money to other users conveniently. ![An%20image%20showing%20LINE%20Business%3A%20how%20LINE%20Pay%20works](https://images.ctfassets.net/ph8r57dk1q9w/z5w19n0Szva6nObJBvEOE/2a2e8cc591c283e34903887d5e14c7c4/UltimateGuideLineforBusinessImage04_5d5b4d7ae71b084abfe3c3c1b2323d74.png) LINE Pay is [only supported on iOS and Android devices](https://help.line.me/webstore/web/?contentId=148) and works in any country except mainland China, Indonesia, Korea and Singapore. ##### LINE Friends, Stickers and Points In 2015, LINE introduced [LINE Friends](https://www.linefriends.com/) as a response to KakaoTalk’s Kakao Friends. These cute, colorful characters starred in LINE’s official merchandise, games, animated movies and Stickers and made the company millions of dollars. These Stickers are expressive alternatives to regular emojis and are one of the main reasons behind the app’s popularity. ![The%20main%20cast%20of%20LINE%20Friends](https://images.ctfassets.net/ph8r57dk1q9w/5guPgODY6mtK665CEhBg41/7e9c4ec88519be0d4b8e076cd9ea5635/linefriends_67ac84699bdb4bdcf7a8607e8c8ce37d.jpg) LINE users purchase Stickers from the [LINE Store](https://store.line.me/home/en) by spending money, LINE Coins or [LINE Points](https://lineforbusiness.com/th-en/service/linepoints). LINE Points are earned when users purchase products with LINE Pay, sign up for memberships or download apps. Big brands have offered free Stickers as rewards to users who add their accounts as friends. Since businesses can’t add total strangers to their contact lists, giving away free Stickers circumvents this limitation by encouraging customers to reach out first. Customers gain new LINE Stickers and businesses increase their pool of potential clients – it’s a win-win situation! ![Image%20showing%20an%20example%20of%20Line%20Stickers%3A%20Burberry%20X%20LINE%20Friends](https://images.ctfassets.net/ph8r57dk1q9w/3ACxkE2fkBrLOn5Gjk93LU/6418be260454e2dbac8d9534f433b05a/Brown-Cony-Join-Burberry-in-London_508a9b5bed0f7c38fca8bf124dcdf80a.png) To increase their presence in LINE’s key markets or drive revenue, big brands have collaborated with LINE on various campaigns. These include [LINE Sticker](https://store.line.me/home/en) tie-ins, such as [Burberry x LINE](https://www.vogue.com/article/burberry-line-animation-for-fall-2015-collection) and limited edition merchandise [with Starbucks](https://hypebae.com/2021/12/line-friends-starbucks-collaboration-christmas-holiday-tumblers-mugs-release-info). Now you know how big brands use LINE’s special features, let’s learn more about LINE business accounts. ### What is a LINE Official Account Like other instant messengers, LINE has separate account types for personal and business users on its channel. [LINE Official Accounts](https://www.linebiz.com/jp-en/other/) are the business accounts of LINE. LINE used to have another business account type called LINE@, but since 2019, that has been [merged with the LINE Official Account](https://respond.io/blog/migrate-from-line-at-to-line-official-account). Businesses use LINE Official Accounts to connect with their customers for marketing, [sales](https://respond.io/blog/line-sales) and [support](https://respond.io/blog/line-customer-service) purposes. Although personal LINE accounts are capable of conducting business on the channel, their limited features are insufficient for businesses with large clientele. ![Image%20showing%203%20LINE%20Official%20Account%20features](https://images.ctfassets.net/ph8r57dk1q9w/27l8SBjUm47uax6Xiz3BRA/71560ac91bf3b3e4d0c3ef737eea6062/UltimateGuideLineforBusinessImage05_8d500c3a2168e1464c65c7b1dea166eb.png) In addition to [being verifiable](https://respond.io/blog/line-business#toc-mobile-9), LINE Official Accounts can send [broadcasts](https://respond.io/blog/line-broadcast) and access [the Messaging API](https://developers.line.biz/en/docs/messaging-api/overview/) that allows it to connect to external software like respond.io, an [AI-powered customer conversation management software](https://respond.io/blog/conversational-ai-platform) to handle high volumes of conversations. If the LINE Official Account sounds ideal for your business, there are some things you need to know first. #### What You Should Know About LINE Official Accounts LINE Official Accounts have restrictions that prevent companies from spamming LINE users. Unlike email or SMS, you won’t be able to import existing contacts to your Official Account contact list. This rule applies even if you have the customer’s phone number, email or LINE ID. You’ll need to build up your contact list from scratch. ![Image%20showing%203%20things%20you%20should%20know%20about%20Line%20Official%20Account%3A%20Can%27t%20import%20contacts%2C%20customers%20must%20send%20first%20message%2C%20no%20messaging%20window](https://images.ctfassets.net/ph8r57dk1q9w/6L7VBjbmOg98ekDhXlpeR2/b1f686f665972995c60e46715cae6972/UltimateGuideLineforBusinessImage06_d9117a5f377ff77d729a4b88ca24651f.png) To gain contacts, you’ll need to get them to send your Official Account the first message. As we mentioned earlier, big brands use Stickers to attract new contacts, but there are [other ways to accomplish this](https://respond.io/blog/line-business#toc-mobile-10). LINE does not have a messaging window restriction. This means that once customers send you the first message, you can message them at any time. Next, we’ll go over how much it costs to maintain a LINE Official Account. #### LINE Official Account Subscription Plans LINE Official Accounts are free to create but have different message limits and additional message fees based on [subscription plans](https://www.linebiz.com/jp-en/other/). When you run out of free monthly messages, each additional message will incur extra costs based on your subscription plan. The free plan, also known as the Communication plan, allows up to 500 messages per month. However, this plan doesn't permit sending messages beyond the messaging limit. **LINE Official Account Subscription Plans** | | Free Plan | Light Plan | Standard Plan | | --- | --- | --- | --- | | Monthly Fee | Free | 50 USD | 150 USD | | Free Messages Per Month | Up to 500 | Up to 10,000 | Up to 40,000 | | Additional Message Fee | - | - | 0.05 USD | There are two types of Paid plans: Light and Standard. The Light plan, costing USD 50, offers free messages of up to 10,000 monthly. Similar to the Communication plan, it does not allow sending messages beyond this limit. The Standard Plan, priced at USD 150, provides businesses with up to 40,000 free messages per month. Under this plan, businesses can exceed the free message quota, but each additional message will incur fees. Note that Light and Standard plans are not available in the EU, USA, Indonesia and Singapore. Once you’ve settled on a plan, the next step is to decide which platform to use for your LINE Official Account. #### LINE Official Account Console vs. Third-Party Inbox There are two ways you can message customers on LINE Official Account: Through the [LINE Official Account Manager](https://manager.line.biz/) chat console or a business messaging platform connected to the account via Messaging API. The LINE Official Account Manager chat console is the platform to use for sending LINE-exclusive content like Stickers and coupons. Though it is sufficient for smaller businesses, it is limited when handling large-scale sales or support operations. **LINE Official Account Inboxes** | Platform | When to Use | | --- | --- | | LINE Official Account Manager | For smaller businesses and sending LINE-exclusive content | | Messaging API connected to respond.io | For larger businesses that require automation and analytics | For larger businesses with teams of many sales or support agents, connecting your LINE Official Account Messaging API to a business messaging platform like respond.io unlocks the full potential of the channel. You’ll gain improved multi-user support and access to advanced features like [AI tools](https://help.respond.io/l/en/workspace-settings/workspace-setting-respond-ai) and [advanced automation](https://help.respond.io/l/en/workflows/workflows-overview) for [routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), [assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio), [support escalation](https://respond.io/blog/escalation-management) and [more](https://respond.io/blog/september-2022-updates-whatsapp-cloud-api-and-new-features-on-workflows#toc-mobile-2). You can also [integrate your CRMs](https://respond.io/blog/line-crm) and other software and [monitor agent and team performance](https://help.respond.io/l/en/dashboard-reporting/reports-overview). Nevertheless, you can easily switch between the LINE Official Account Manager and third-party inbox to use their respective tools and features when necessary. You’re not locked to either platform. Next, we’ll show you how to create a LINE Official Account. ### LINE Business: How to Create a LINE Official Account Before you can start using LINE for business, you’ll need a LINE Official Account. Follow the instructions below to sign up for one. **1\. Head** to the [LINE Business ID page](https://manager.line.biz/) and click *Create an account*. ![Image%20showing%20how%20to%20create%20an%20account](https://images.ctfassets.net/ph8r57dk1q9w/6r3S6W3H0eZxbWRsdq27P8/e07dd67aa73ed70782e097fc37c4098e/SCR-20221125-4sb_d2ea18be6e6dea480556c9f531029f1e.png) **2\. Choose** the right instruction for you: **a.** If you already have a LINE account, click *Sign up with a LINE account* and follow the prompts to log in to the LINE Official Account Manager. **b.** If you don’t have a LINE account, click *Sign up with email* to fill in your email address and receive a signup link. Then, create an account and log in to the LINE Official Account Manager. ![Screenshot%20showing%20how%20to%20sign%20up%20with%20LINE%20account%20or%20email](https://images.ctfassets.net/ph8r57dk1q9w/1MwDASrPLYVlsqlbiG3PLR/230e9cd2b3671c86981e415b5987e787/SCR-20221125-4tx_0e9505e75ea42ab8a3a07d252ed05b80.png) **3\. Click** *Create LINE official account* once you’ve logged into the LINE Official Account Manager. Fill in the required details of your company in the text boxes. ![Screenshot%20showing%20how%20to%20fill%20in%20your%20details%20to%20get%20a%20Line%20official%20account](https://images.ctfassets.net/ph8r57dk1q9w/1FsttaphP9vtPudEA0dzOM/6461d7fe9eb74dddd848caf544ba9124/SCR-20221125-4yv_ba6211406349d8a5f96368814681e714.png) **4\. Click** *Continue*. Double-check the details on the next page and click *Submit.* ![Screenshot%20showing%20how%20to%20double-check%20your%20details%20on%20line%20official%20account](https://images.ctfassets.net/ph8r57dk1q9w/kQeOvL5oeAr7xWC8gfbnR/0f158876571c8d663bb7227866a01fb5/SCR-20221125-4xn_631f2797a8572308a8fd8248c0cd01fd.png) **5\. Click** *Go to LINE Official Account Manager* to start using your LINE Official Account. ![Screenshot%20showing%20what%20it%20looks%20like%20when%20your%20LINE%20Official%20Account%20is%20ready](https://images.ctfassets.net/ph8r57dk1q9w/7jQX0hcBKAbzGgYTFm1K2s/21e77267037becc56b379f157d0ea011/SCR-20221125-52n_18837998f48ad4d098a3963195d9d943.png) Once you have a LINE Official Account set up, it’s easy to [connect it to respond.io](https://help.respond.io/l/en/channels/line). Next, we’ll run through the best practices for operating a LINE Official Account. ### LINE Official Account: Best Practices Signing up for a LINE Official Account is just the first step. For your business to thrive on LINE, you’ll need to know about account verification, getting customers to find you and messaging customers. In this section, we’ll be examining the best practices to follow. #### Verify Your LINE Official Account [LINE Official Account](https://www.linebiz.com/jp-en/service/line-official-account/account-type/) types are distinguished by the color of their badge: Unverified (grey), Verified (blue) and Premium (green). These badges also signify if the named individual or organization owns or operates the LINE Official Account. Besides disclosing a LINE Official Account’s credibility, the main purpose of verification is to make the account easier to find in LINE. ![An%20image%20showing%20LINE%20Official%20Account%20Badges](https://images.ctfassets.net/ph8r57dk1q9w/69FxbKJW759nBypPv4Bsgn/766961519e86b1712cb0b59f481e47f3/UltimateGuideLineforBusinessImage09_b99d0d6b67cfead36d4b870a52f7cf56.png) An Unverified LINE Official Account is only searchable by its Basic ID – a unique string of random numbers and letters assigned to it. This ID is hard for contacts to remember since it is unrelated to the account’s name. However, [Premium IDs](https://respond.io/blog/line-business#:~:text=the%20mentioned%20tools.-,Premium%20ID,-One%20thing%20you) solve this problem. Most LINE Official Accounts will be Unverified because Verified LINE Official Accounts are currently only available in LINE’s key markets — Japan, Thailand and Taiwan. Verified LINE Official Accounts are [searchable by display name or ID](https://help2.line.me/official_account/android/categoryId/20006329/pc?lang=en#:~:text=Unverified%20accounts%20(those%20for%20businesses,setting%20may%20be%20turned%20OFF.), making them easier to find on LINE. They also gain expanded [payment and other selected features](https://www.linebiz.com/jp-en/service/line-official-account/account-type/). If your LINE Official Account is based in LINE’s key markets, consider [verifying it](https://www.youtube.com/watch?v=XIjFF4qSP3k). Fortunately, you don’t need verification to access LINE Official Account’s essential features if your business is based outside LINE’s key markets. **How Searchable are LINE Official Accounts** | | Display Name | Business ID | | --- | --- | --- | | Unverified Account | ❌ | ✅ | | Verified Account | ✅ | ✅ | | Premium Account | ✅ | ✅ | Premium Account badges seem to be reserved for the largest and biggest brands out there. Unsurprisingly, [LINE does not disclose](https://terms.line.me/line_OAGuidelines?lang=en#:~:text=However%2C%20the%20Company%20has%20no%20responsibility%20to%20disclose%20the%20criteria%20for%20making%20an%20account%20into%20a%20Premium%20Account.) how it awards accounts that status. Users need to follow Premium LINE Official Accounts in order to chat with them. This helps those accounts gain followers and increase brand awareness since their posts will show up in their followers’ LINE feeds. Once you have your LINE Official Account set up, the next step is getting customers into your contact list. #### LINE Official Account: Help Customers Find You In addition to searching for your basic ID in the app, LINE has provided some tools to help Contacts find your LINE Official Account easily. ![An%20image%20showing%20how%20customers%20find%20you%20on%20LINE](https://images.ctfassets.net/ph8r57dk1q9w/1QxmOiTcoqyVYtP7Y53X1L/0c2b81943b0ab46c85d80e2fc8de94eb/UltimateGuide_LineforBusinessImage11_2b2ccc351d733e87d3acf338592524ec.png) In this section, we’ll unpack the mentioned tools. ##### Premium ID One thing you might want to consider is [signing up for a Premium ID](https://help2.line.me/official_account/web/?contentId=20013997) which allows you to customize the ID that customers use to search for your Official Account. Premium IDs have a maximum of 18 characters and can only include lowercase letters, numbers, periods (.), hyphens (-) and underscores (\_). For example, we’ll use the *Grub N Go Food Delivery* LINE Official Account. Its assigned Basic ID is *@403plelw* and with Premium ID, we can change it to *@grubngo-delivery*. Contacts will find the Premium ID easier to remember and search for in the LINE app. [Premium IDs cost $12 a year](https://terms2.line.me/official_account_premiumid_terms_oth) to maintain and you can obtain one at any time. Unfortunately, Premium IDs are not available in the US, Singapore, Indonesia and Europe. If you’d like to purchase a Premium ID for your LINE Official Account, [head here](https://help2.line.me/official_account/web/?contentId=20013997). ##### QR Codes [QR codes](https://respond.io/blog/line-qr-code) allow users to quickly start a chat with your LINE Official Account by scanning the code with the LINE mobile app. Since these codes are printable, you can place them on business cards, posters and other physical locations in addition to digital spaces. ![Image%20showing%20how%20to%20use%20LINE%20QR%20codes](https://images.ctfassets.net/ph8r57dk1q9w/5CiXRusNsLgVyQ7BkJYuiO/c8224080a9c41fb8a0e08779845d8666/SCR-20221125-5jx_2bd8505ca7558b8157b1149d03f2f88f.png) Use the LINE Official Account Manager platform or respond.io to [generate LINE QR codes](https://respond.io/blog/line-qr-code#toc-mobile-2). ##### Click-to-Chat Links and Website Button [LINE links](https://respond.io/blog/line-link) enable customers to add and message you conveniently. These links accessed on mobile send users directly to your LINE Official Account profile or a chat window with your Official Account inside the LINE app. LINE links accessed on a desktop device send users to a page where they can scan a QR code with the LINE mobile app. Use the LINE Official Account Manager or respond.io to [generate LINE links](https://respond.io/blog/line-link#toc-mobile-3). ![An%20image%20showing%20how%20to%20use%20LINE%20website%20buttons](https://images.ctfassets.net/ph8r57dk1q9w/Mn6XA05DBhiQptZASGhnZ/e135565dfaff83033fcf3e56f2abd354/SCR-20221125-5gc_0ac6992b3fd28bfae79843ebff2c1706.png) Website buttons function like LINE links but are graphical instead of just text. The LINE Official Account Manager platform can generate them. Once you’ve generated your links and buttons, share them on blogs, social media posts, emails and any medium that supports URLs. ##### LINE Ads If your account is based in Japan, Taiwan or Thailand, you can use [LINE Ads](https://admanager.line.biz/) to gain new customers. Run campaigns for your products or services and get LINE users to add your Official Account and message you for more information or to make an order. First, you’ll need to [apply for an advertising account](https://admanager.line.biz/) with LINE. Take note that LINE [has a comprehensive list of guidelines](https://www.linebiz.com/jp/service/line-ads/guideline/) when it comes to advertising on its channel. LINE can reject ad account applications and advertisements at its own discretion. ![Image%20showing%204%20reasons%20to%20grow%20your%20business%20with%20LINE%20Ads](https://images.ctfassets.net/ph8r57dk1q9w/5jn7S4jSaPSTOoTlCrJGm8/576e225baa9226601032d2700d41e7ba/SCR-20221125-5i9_5eb6358c2024325e9ac5095ec67003a4.png) Once you apply for a LINE Ads account, the review process takes about [five working days](https://faq.linebiz.com/help/s/article/000001650?language=ja) before you can start submitting ads for approval. Now that you’ve built up a contact list, there is only one thing left to do - send contacts a message! #### LINE for Business: How to Message Customers As mentioned, there are two methods you can use to message customers: The Line Official Account Manager chat console or [a third-party inbox connected via API](https://app.respond.io/user/register). Let's look at how you can use these for 1:1 messaging, broadcasts and [group messaging](https://respond.io/blog/line-group). ![an%20image%20showing%20how%20to%20message%20customers](https://images.ctfassets.net/ph8r57dk1q9w/jVnpniw3b9AeAUv1j2E8k/f812209f94d0a10b4082d171eea6f1d0/UltimateGuideLineforBusinessImage12_e4e72a2af570ba4a1f5d94fd65b1670c.png) ##### LINE for Business: 1:1 Messaging The LINE Official Account Manager makes it relatively easy to start using LINE for Business. The chat console displays all your conversations. The console even has features like labeling, notes and the option to mark chats as *to-follow-up* or *resolved*. While the chat console is relatively feature-rich, a customer conversation management software like respond.io allows you to set up automated FAQs or use [AI Agent](https://help.respond.io/workflows/step-respond-with-ai) to respond to inquiries automatically, so only important inquiries are routed to agents. ![Image%20showing%20what%20LINE%201%3A1%20messaging%20from%20the%20chat%20console%20looks%20like](https://images.ctfassets.net/ph8r57dk1q9w/3gACEqg0QiovNAZBqyt7ah/51c4a81070161365387d835d4ec34a60/SCR-20221125-5br_96b730283fd942508ed9feed2d2fc06d.png) Accurate read receipts are only available in the LINE Official Account chat console. When contacts send a message to a LINE Official Account that’s using a third-party platform, the message will be marked as read immediately, even though it hasn’t been read yet. You will need to [apply for permission](https://developers.line.biz/en/docs/partner-docs/mark-as-read/) to use the Mark–as-Read API to get accurate read receipts with a third-party platform. ##### LINE for Business: Broadcasting It’s surprisingly easy to [send broadcasts](https://respond.io/blog/line-broadcast) from the LINE Official Account Manager, unlike other channels, which usually require the use of a chatbot to do so. The LINE Official Account Manager allows you to send all LINE-supported content as a broadcast message, including coupons, stickers, card messages, rich messages and surveys, in addition to the standard text, video, image and audio files. ![an%20image%20about%20broadcast%20messaging%20for%20Line%20for%20business](https://images.ctfassets.net/ph8r57dk1q9w/3X9LUIassllYMo2jaBwCyq/563c0ebc0e03cef7b8ea6293ea58a526/UltimateGuideLineforBusinessImage13_e77556b26e989cac9cabee821029a4b7.png) The LINE Official Account Manager is pretty limited when it comes to targeted broadcasts. Connecting the Messaging API to respond.io will allow you to [segment contacts](https://help.respond.io/l/en/contacts/contacts-overview#assign_tags_to_multiple_contacts), giving you more control over who receives your broadcasts. You’ll also gain automated features like the ability to [automatically reply to Contacts](https://respond.io/blog/line-auto-reply) who respond to your broadcast messages. Send them away messages or greet and assign them to available agents to handle any inquiries. ##### LINE for Business: Group Messaging LINE Official Accounts have the option of joining group chats, which is useful if you want to chat with multiple people in the same chatroom. Since everyone in the group chat receives the same messages, you save time and message quota by not having to repeat yourself to different individuals. ![an%20image%20about%20group%20messaging%20for%20Line%20for%20business](https://images.ctfassets.net/ph8r57dk1q9w/61Og3XS1vDKrFa6UAUyI7f/8907b2b01b4981a7a1185621fbca4e97/UltimateGuideLineforBusinessImage14_6863d6f547232824e11227b0aa58f8ae.png) However, group chats are limited to having [only one LINE Official Account as a member at a time](https://developers.line.biz/en/docs/messaging-api/group-chats/#group-chat-types) and they need to be accessed via the Manager chat console. If you’d like respond.io to implement LINE Official Account group chats [upvote the feature request](https://respond.canny.io/feature-request/p/support-for-line-group-chats). To wrap things up, LINE Official Accounts are a channel you should consider using for marketing, [sales](https://respond.io/blog/line-sales) and [support](https://respond.io/blog/line-customer-service), especially if your business has an audience in Japan, Taiwan or Thailand. The [LINE Official Account Manager](https://manager.line.biz/) should be sufficient for your messaging needs if you have a small business, but for enterprises or SMEs, use an AI-powered customer conversation management software [like respond.io](https://app.respond.io/user/register) instead. ### Further Reading Want to know even more about LINE for business? These articles might come in handy: - How to Sell on LINE to Improve Your Sales - The LINE Customer Support Guide - How to Integrate LINE with a CRM on respond.io ## [LINE CRM: How to Integrate LINE with a CRM on respond.io ](https:/respond.io/blog/line-crm) Looking for a LINE CRM? This blog is for you! We'll cover everything you should know about getting a CRM LINE integration before investing in one. Are you looking for a LINE CRM integration? This blog post is for you! In this first-hand guide, we’ll cover everything you need to know about getting a CRM LINE integration. Next, we'll delve into using respond.io, an AI-powered customer conversation management software, for LINE marketing, sales and support. ### What is LINE CRM? A LINE CRM is the integration between a LINE Messaging API and a CRM. Businesses aim to integrate popular messaging channels like LINE with their CRM for efficient communication management. However, most CRMs do not have native LINE integration and have to rely on third-party integrations. This is because they were originally built with email as the main communication channel in mind. Before investing in a LINE CRM integration, here are a few things you should know. ### Getting a LINE CRM: What You Should Know Before integrating a LINE CRM, businesses must know how to use LINE for business and what integration options CRMs provide. #### LINE for Business Businesses have two choices for using LINE: either the LINE Official Account Manager or the LINE Official Account Messaging API. The LINE Official Account Manager is designed for businesses receiving low to mid volumes of messages. This option includes basic features such as marking chat statuses as Follow Up or Resolved, adding tags and comments, and sending auto replies and broadcasts. This can be sufficient for many businesses; however, it lacks advanced automation to route and assign conversations automatically. Plus, it cannot be integrated with external software like a CRM or an omnichannel messaging inbox. | | Line Official Account Manager | Line Official Account Messaging API | | --- | --- | --- | | Best for | Small to medium businesses | Medium to large businesses | | Message Volume | Low to mid | Mid to high | | Supports Integration | No | Yes | For CRM integration with LINE and advanced automation in managing conversations, the LINE Official Account Messaging API is necessary. However, it does not have an interface because it is just an API. To send and receive LINE messages, you'll need to connect it to either an AI-powered customer conversation management software like respond.io or a CRM. Note that what you can do with the API depends heavily on the software you choose to connect it to. To choose the best integration, you need to know the types of LINE integration that CRMs support. #### Integrating LINE with a CRM To provide information in this section, we’ve studied three prominent CRMs, namely Salesforce, HubSpot and Zendesk. Out of the three, only Zendesk provides native LINE integration, while the rest rely on third-party integrations. However, Zendesk doesn’t fully support videos, voice messages and locations. For instance, agents cannot view videos and listen to voice messages in their inboxes. They have to download them to know what customers have sent. This slows down agents as they have to switch between Zendesk and their downloads folder while managing multiple customers simultaneously. ![To%20provide%20information%20in%20this%20section%2C%20we%u2019ve%20researched%20salesforce%20line%20integration%2C%20hubspot%20line%20integrationand%2Czendesk%20line%20integration.%20Out%20of%20the%20three%2C%20only%20Zendesk%20provides%20native%20LINE%20integration%2C%20while%20the%20rest%20rely%20on%20third-party%20integration.%20However%2C%20Zendesk%20doesn%u2019t%20fully%20support%20videos%2C%20voice%20messages%20and%20locations.%20In%20addition%2C%20the%20native%20integration%20limits%20the%20LINE%20API%20integration%20to%20a%20single%20CRM.%20If%20you%20have%20multiple%20CRMs%20and%20want%20to%20integrate%20LINE%20with%20all%20of%20them%2C%20you%20won%u2019t%20be%20able%20to%20do%20so.](https://images.ctfassets.net/ph8r57dk1q9w/6wpqMTXAbfsexDs8qT5TYX/c419caa24edbd55b4b282b7f0f6a7b40/LINECRM_Image03_ccd690569dbfb17e95dbb83875bc098b.png) Furthermore, agents might inadvertently open the wrong file, leading to extended case resolution times as they must either re-download the correct content or search for it in their downloads. In addition, the native integration limits the LINE API to a single CRM. If you have multiple CRMs and aim to integrate LINE with all of them, you'll encounter limitations that prevent this. Fortunately, most CRMs, even those with native LINE integration, allow third-party integrations. This enables you to use LINE with a business messaging inbox built specifically for messaging like respond.io. With respond.io, you can streamline business communication across instant messaging apps along with traditional channels like email and webchat. Plus, it lets you use LINE to its full potential and integrate multiple CRMs with it. ![LINE%20OA%20CRM%3A%20With%20respond.io%2C%20you%20can%20streamline%20business%20communication%20across%20instant%20messaging%20apps%20along%20with%20traditional%20channels%20like%20email%20and%20webchat.%20Plus%2C%20it%20lets%20you%20use%20LINE%20to%20its%20full%20potential%20and%20integrate%20multiple%20CRMs%20with%20it.%20It%20supports%20LINE%20messaging%20features%20like%20sending%20rich%20media%20content%2C%20locations%20and%20more.%20Businesses%20can%20also%20get%20advanced%20tools%20to%20send%20broadcasts%2C%20automate%20conversations%2C%20route%20and%20assign%20conversations%2C%20keep%20track%20of%20agents%27%20workload%20and%20more.](https://images.ctfassets.net/ph8r57dk1q9w/6OfSsl7JvY1U2Wkm4IBFxC/039158f2131fd6a1189db7ee4e13711c/LINECRM_Image04_f6c5adc354929eadc07cc37a4cc07ebf.png) It supports LINE messaging features like sending rich media content, locations and more. Businesses can use advanced tools for tasks like sending broadcasts, automating conversations, routing contacts, and monitoring agent workloads. Before diving deeper into respond.io’s features, we’ll show you how to integrate any CRM with respond.io to use LINE. #### Integrating LINE with a CRM on Respond.io First, [create and set up your LINE Official Account](https://respond.io/blog/line-official-account#toc-mobile-7) and [connect it to respond.io](https://help.respond.io/channels/line#connecting_a_line_official_account). Then, create a new [Workflow](https://help.respond.io/workflows/workflows-overview) automation and add the [HTTP Request Step](https://help.respond.io/workflows/workflow-steps#step_http_request) to connect LINE on respond.io with any CRM. This will allow you to exchange information with your existing CRM while messaging customers on respond.io. You can qualify sales leads, update contact profiles and create deals and tickets in external CRMs without the need to switch between your CRM and the respond.io inbox when responding to LINE messages. ### How to Use Respond.io for Marketing, Sales and Support With all the necessary information at your disposal, here's how you can utilize respond.io for LINE marketing, sales and support. #### LINE Integration for Marketing Similar to most messaging channels' anti-spam policies, LINE does not allow businesses to import contacts. Therefore, customers must start a conversation with a business to become Contacts. To gain Contacts, Businesses can encourage inbound conversations with [LINE QR Codes](https://respond.io/blog/line-qr-code), [Click to Chat links](https://respond.io/blog/line-official-account#toc-mobile-11) and [LINE Widget](https://respond.io/blog/line-web-chat). ![Similar%20to%20most%20messaging%20channels%2C%20LINE%20does%20not%20allow%20businesses%20to%20import%20contacts%20to%20reduce%20spam.%20Therefore%2C%20customers%20must%20start%20a%20conversation%20with%20a%20business%20to%20become%20Contacts.%20To%20gain%20contacts%2C%20Businesses%20can%20encourage%20inbound%20conversations%20with%20LINE%20QR%20Codes%2C%20Click%20to%20Chat%20links%20and%20LINE%20Widget.%20You%20can%20segment%20contacts%20into%20different%20audiences%20to%20send%20targeted%20broadcast%20messages.%20Businesses%20can%20send%20broadcast%20messages%20at%20any%20time%20with%20different%20types%20of%20content%20like%20images%2C%20videos%20and%20more.](https://images.ctfassets.net/ph8r57dk1q9w/4lZJ8nNYyetsM6pC80Aexk/ab4dc7d272ab4d1ee2b963eac281daf5/LINECRM_Image05_5d062598a72e5ec0ad157a3534835885.png) Upon a lead initiating a conversation, gather their contact information to distinguish between new and existing contacts who may have messaged you on another channel. If they are an existing contact, consolidate their contact details and conversation history into a unified profile to provide a comprehensive view of the contact. You can also exchange and retrieve their contact information on your CRM. If a lead is new, you will automatically capture their details and add them as a Contact. You can [segment](https://help.respond.io/contacts/segments) them into different audiences to send targeted [broadcast messages](https://respond.io/blog/line-broadcast). Businesses can send [broadcast messages at any time](https://respond.io/blog/line-official-account#toc-mobile-12) with different types of content like images, videos and more. #### LINE Integration for Sales Integrating a sales CRM with respond.io enables you to exchange information between both platforms. Once connected, you can qualify leads and create deals in your sales CRM from respond.io [in one click](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0). This way, agents are saved from the trouble of switching back and forth between the respond.io inbox and a CRM, allowing them to carry out sales-related tasks while conversing with a customer. ![Integrating%20a%20sales%20CRM%20with%20respond.io%20allows%20you%20to%20exchange%20information%20between%20the%20two%20platforms.%20Once%20connected%2C%20you%20can%20qualify%20leads%20and%20create%20deals%20in%20your%20CRM%20with%20one%20click%20from%20respond.io.%20](https://images.ctfassets.net/ph8r57dk1q9w/6qz4cSpxkvA0Q6pcat4g1U/ab56d3915a41f031f291a9a411d4e7d8/LINECRM_Image06_8df6aa891231cec4d924a61ab13b4f44.png) Businesses can also automate sales tasks like [lead qualifying,](https://respond.io/blog/question-bot) [routing leads to the right team](https://help.respond.io/sales-use-case/routing-leads) and [auto-assigning them](https://help.respond.io/sales-use-case/auto-assign-leads-to-sales-agents) to the right agent based on the funnel a lead falls into. They can even have an [AI Agent](https://help.respond.io/workflows/step-respond-with-ai) to serve as the initial responder to handle routine lead inquiries. The highly customizable nature of respond.io Workflows enables managers to implement their own [routing logic](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-mobile-3). This includes routing leads by priority access, region, deal size and more. As agents will have to communicate with customers from different backgrounds, they can use [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) to refine messages for clarity, translate them to overcome language barriers and more so their message is communicated effectively. You can also use this feature for LINE customer support. Plus, they can ensure equal lead distribution among the sales team and assign existing customers to their dedicated salesperson automatically. #### LINE Integration for Support Respond.io’s Workflow automation saves agents from performing repetitive tasks like answering FAQs, asking the same questions to get the context of customers’ issues and more. Businesses can automate [FAQs](https://respond.io/blog/inbound-conversations), send [multiple-choice questions](https://respond.io/blog/question-bot) to help customers communicate what they want clearly and then [route](https://help.respond.io/support-use-case/route-customers) and [assign](https://help.respond.io/support-use-case/auto-assign-customers) customers according to their needs. Similar to the AI Agent’s capabilities mentioned in the sales use case above, businesses can use AI to handle routine inquiries and escalate complex or sensitive issues to human agents. In addition to that, respond.io allows AI Agents to add internal comments in conversations — summarizing actions, sharing context, or tagging teammates directly in the inbox. This facilitates sharing context without repeating questions. This way, agents can direct their time and resources to critical issues to provide quality support. To ease agents' workload further, tools like [AI Assist](https://help.respond.io/messages/using-ai-assist) provide agents with quick access to relevant information from knowledge bases or existing resources. This allows them to respond quickly and accurately to customer inquiries, enhancing response times and contributing to a more satisfying customer experience. ![With%20respond.io%2C%20businesses%20can%20automate%20FAQs%2C%20send%20multiple-choice%20questions%20to%20help%20customers%20communicate%20what%20they%20want%20clearly%20and%20then%20route%20and%20assign%20customers%20according%20to%20what%20they%20want.%20This%20way%2C%20agents%20can%20utilize%20their%20time%20and%20resources%20on%20critical%20issues%20to%20provide%20quality%20support.%20If%20an%20agent%20cannot%20solve%20an%20issue%2C%20they%20can%20request%20their%20manager%u2019s%20help%20by%20describing%20the%20case%20or%20providing%20background%20information%20through%20internal%20comments.%20Agents%20can%20also%20escalate%20the%20case%20to%20external%20CRM%20platforms%20while%20chatting%20with%20customers%2C%20with%20a%20click%20of%20a%20button.](https://images.ctfassets.net/ph8r57dk1q9w/28dvKDiqgaa1uADfzUNGI/9cbe6acd253bc85d4b0a0cb6b0884163/LINECRM_Image07_9500b0b90eaa327f30c8ffbecad8ad14.png) If an agent cannot solve an issue, they can request their manager’s help by describing the case or providing background information through [internal comments](https://help.respond.io/contacts/contact-activity#comments). Agents can also [escalate the case](https://respond.io/blog/escalation-management) to external CRM platforms with the click of a button while chatting with customers. After a conversation ends, businesses can send a [customer satisfaction (CSAT) survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) to measure the success and quality of their customer support. They can also track individual or team performance via the advanced [Reports and Analytics Module](https://help.respond.io/support-use-case/reporting-for-support). We hope you found our first-hand guide to LINE CRM integration useful. Best of all, they can conduct all their tasks on the go with the [respond.io mobile app](https://respond.io/blog/line-customer-service#toc-mobile-13). Are you ready to integrate LINE with your CRM? [Sign up for our free trial](https://app.respond.io/user/register) and kickstart your LINE journey with us! ### Further Reading Did you find this article helpful? If so, here’s some additional reading that might be of interest to you. - LINE Broadcast: How to Broadcast LINE Messages - How to Sell on LINE to Improve Your Sales - Using LINE for Customer Support ## [LINE Customer Service: The LINE Customer Support Guide](https:/respond.io/blog/line-customer-service) If your customers are LINE users, you can give them a lot of value by providing LINE customer service. Check our LINE customer support guide to learn how. Are your customers LINE users? If so, you probably want to use LINE for customer service. In this article, you’ll learn all you need to know about using LINE as a support channel. We’ll also introduce you to some respond.io features that will elevate your LINE customer support to the next level. ### Traditional Customer Service Channels vs LINE Customer Service Traditionally, companies have been doing customer support over email, website chat and phone calls. Unfortunately, these channels come with some limitations, which we will discuss below. #### Limitations of Traditional Customer Service Channels Agents need contact data and context to provide a good service, but traditional support channels don’t offer them a way to overview key information like conversation history. For example, phone calls don’t leave a transcript when the conversation ends. Website chat isn’t better, since agents can’t trace customers once they exit the website. Hence, support agents who use website chat and phone calls often need to ask the same questions repeatedly if a customer gets in touch again or the case is escalated. Email is not an ideal channel for support: It is slow, formal and prone to scattered conversations. This is often caused by simple mistakes like customers sending inquiries from different emails or an agent forgetting to CC another decision-maker. ![This%20image%20shows%20the%20limitations%20of%20traditional%20support%20channels%3A%20Lack%20of%20conversation%20history%20overview%2C%20scattered%20conversations%20and%20slow%20resolution%20times](https://images.ctfassets.net/ph8r57dk1q9w/26Lj4fJouVqip6x3SVOahT/6c7fdcc0930af3e39836f00cb5622566/LINESupportImage01_036bf01ded96e25e367de4170f317849.png) But there’s more. Have you ever waited for an email update for ages, hoping for a solution to your problem? What about never-ending waits over the phone? Traditional support channels are infamous for not setting response time expectations with customers, as they generally don’t provide information on how many people are ahead in the queue or the status of their inquiry, which frustrate customers. As you might expect, email, website chat and phone calls are not the best way to go for businesses that prioritize quick resolution times. For responsive and efficient customer support, we recommend using an instant messaging channel like LINE. #### LINE Customer Service Benefits [LINE is a regional messaging app in Asia](https://respond.io/blog/line-official-account) with 182 million monthly active users. Its main markets are [Japan, Thailand, Taiwan and Indonesia](https://respond.io/blog/line-official-account#toc-mobile-3). As a customer service channel, it has some clear advantages over the traditional channels. For a start, LINE gives support agents access to contacts’ conversation history in a messaging inbox. Thanks to this, they avoid repetitive questions, can make informed decisions and achieve quicker resolution times. Messaging inboxes let agents and customers leave the conversation and return whenever they want without losing contact or conversation data. This allows for quick interactions with an added benefit **—** both sides can communicate at their desired pace. ![This%20image%20shows%20four%20reasons%20for%20LINE%20app%20customer%20service%3A%20You%20have%20access%20to%20chat%20history%2C%20both%20ends%20chat%20at%20their%20own%20pace%2C%20faster%20resolution%20times%20and%20agents%20can%20manage%20response%20time%20expectations](https://images.ctfassets.net/ph8r57dk1q9w/2JLiZxbu5x7wh8Uzl3M8Mt/95796e91019d156bf8d2f1283ffa375c/LINESupportImage02_6aa68d2b5a1f056674aa9f6c7c7e1690.png) Lastly, businesses can manage response time expectations by setting up automated replies when there aren’t agents available. You shouldn’t use a regular LINE account for LINE customer support, as it is not designed for businesses with multiple support teams. Instead, we recommend a [LINE Official Account](https://respond.io/blog/line-official-account#toc-mobile-4), which is LINE’s business solution for customer communication. ### LINE Customer Service: What You Need to Know LINE Official Accounts are fairly different from LINE user accounts as they involve different features, messaging rules and monetization. For that reason, it’s important to get familiar with the four concepts explained in this section. #### LINE Official Account Premium ID The last thing you want is to make it hard for customers to find you in the LINE app when they need assistance. But by default, LINE Official Accounts are only searchable in the app via user ID, which is a random string of numbers and characters. ![This%20image%20shows%20what%20you%20need%20to%20know%20about%20LINE%20Official%20Account%20Premium%20ID%20for%20LINE%20support.](https://images.ctfassets.net/ph8r57dk1q9w/4TpZpIb5y7uQecLw6VM5dy/6872af0abfa78daeb963bf8880eff4d1/LINESupportImage032_e9229a81cc213a5101d67c57a744cf4b.png) To fix this, you should either [verify your business](https://respond.io/blog/line-official-account#toc-mobile-5) or pay 12 USD / year to use a LINE Premium ID, like your company name. Therefore, your business will be easily searchable in the LINE app so customers can reach out whenever they have inquiries. #### LINE Official Account Subscription Plans Since your support team will be sending and receiving multiple LINE messages, you should know what the [LINE Official Account subscription plans](https://respond.io/blog/line-official-account#toc-mobile-6) are to determine which one suits your needs and budget. After creating your LINE Official Account, you’ll be put in the Free subscription plan with a monthly messaging limit of 500 messages. This may be enough for small businesses that don’t handle many monthly support inquiries. Here are the LINE subscription rates. | Region | Japan | Taiwan | Thailand | Global | | --- | --- | --- | --- | --- | | Monthly Fee (Free) | 0 | 0 | 0 | 0 | | Monthly Fee (Light) | ¥5k | NT$800 | ฿1,2k | US$50 | | Monthly Fee (Standard) | ¥15k | NT$4k | ฿1,5k | US$150 | | Included Messages (Free) | 1k | 500 | 1k | 500 | | Included Messages (Light) | 15k | 4k | 15k | 15k | | Included Messages (Standard) | 45k | 25k | 35k | 45k | | Additional Message Fee (Free) | X | X | X | X | | Additional Message Fee (Light) | ¥5 | NT$0.2 | ฿0.08 | US$0.05 | | Additional Message Fee (Standard) | ¥3 | NT$0.15 | ฿0.04 | US$0.03 | Yet, businesses can’t buy additional messages while on the free plan. To circumvent this limitation, medium to large-size businesses should consider the Light or Standard subscription plans which allow you to exceed your monthly limit at additional costs. #### LINE Official Account 1:1 Messaging LINE doesn’t allow businesses to import contact lists to LINE Official Accounts. Instead, contacts must add you as a friend and send you the first message. Luckily, LINE has several tools to [help Contacts start chats with businesses](https://respond.io/blog/line-official-account#toc-mobile-10). ![This%20image%20shows%20the%20customer%20service%20LINE%20rules%20for%20the%20LINE%20official%20account%3A%20Customers%20must%20message%20you%20first%2C%20but%20there%20is%20no%20messaging%20window](https://images.ctfassets.net/ph8r57dk1q9w/3p2fu1fgCRuZePRi1tvmpO/7d885b39751decd856071df341244d5f/LINESupportImage041_cda770ad43da43a5547da53683ff7491.png) As long as your business is on your contacts’ friend list, you’ll be able to [exchange messages with them freely](https://respond.io/blog/line-official-account#toc-mobile-12). #### LINE Customer Service: Messaging Inboxes LINE customer support teams need an inbox that offers messaging and contact management features according to their size. Let’s have a look at two options: the LINE Official Account Manager and a third-party inbox. The LINE Official Account Manager has a messaging inbox with basic organizational features. Agents can mark chats as Follow Up or Resolved, or pin them for higher priority. Adding tags and comments to each customer’s profile is also possible. In addition, it comes with an auto-reply feature that supports message formats like images, videos or coupons. You can choose the Scheduling option to trigger the message outside of business hours, or use keywords to trigger an auto-reply when a customer sends a message containing a 100% keyword match. For example, the term *Business Hours* could trigger an automated reply with your business hours. Since your customers won’t know the keywords, help them by sharing the list of keywords in the chat thread when they reach out. ![This%20image%20shows%20the%20different%20types%20of%20messaging%20inboxes%20for%20LINE%20support%20teams%20depending%20on%20their%20size%20and%20requirements%20](https://images.ctfassets.net/ph8r57dk1q9w/7eBUKbRPUsskP4PaUP2rXw/0a33b4ad6071e38bfca4b4e08f066d14/LINESupportImage05_b4a09ffae659ad32fe91191e0a836307.png) The LINE Official Manager supports up to 100 admins per account. Although that’s a quite generous figure, it’s not the most suitable messaging inbox for medium to large-size businesses as you can’t assign conversations to agents. Plus, as the number of inbound conversations increases, you’ll probably need to automate more complex processes or create tickets on a third-party platform, to name some examples. To access advanced messaging and organizational features, you must connect the LINE Messaging API to a third-party messaging inbox like respond.io. This is a great option if you plan to use LINE alongside other messaging channels. Let’s go through some of the benefits of using respond.io as a messaging inbox for LINE customer service. ### LINE Customer Service with respond.io: Quick Wins To start using LINE with respond.io as a messaging inbox, follow the next steps: 1. Create a Line Official Account 2. Sign up for a respond.io account 3. Connect your LINE Official Account to respond.io Then, [give your support teams access to your Workspace.](https://help.respond.io/workspace-settings/users) By doing so, they’ll be able to use multiple features that will improve the effectiveness and quality of their work. Let’s go through some of them. #### LINE Customer Support: Answer FAQs, Route Customers and Escalate Cases [Respond.io’s Workflows Module](https://help.respond.io/workflows/workflows-overview) is a visual workflow builder that companies use to automate repetitive support tasks while reducing agent workload. Here are some ways to use them for LINE customer service. Create an FAQ menu that answers common support questions. The LINE Official Account Manager doesn’t come with a multiple choice question feature, but you can easily build it on Workflows with the [Multiple Choice Question](https://help.respond.io/workflows/workflow-steps#step-ask-a-question) Step. [Create a routing Workflow](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) that starts with a pre-chat survey to determine customers’ needs and pass them to the right team based on your routing logic i.e: By language or region. Then, use your Contact distribution logic to [auto-assign them to an agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio). ![This%20image%20shows%20how%20to%20provide%20LINE%20support%20with%20a%20respond.io%20Workflow%20](https://images.ctfassets.net/ph8r57dk1q9w/6ow53YAUeDCnQOed9uluDl/a0264c676052a522a60a394036b1b0ca/Screenshot2022-08-01at3_44_32PM_d7b1feab09a6623ec5e7405b518beaf9.png) The [Shortcut Button](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0) allows agents to manually trigger Workflows from the messaging console while chatting with customers. With the press of a button, they can carry out recurrent support tasks, such as: - Escalate complex cases to a higher ranking agent or pass leads to the sales department - Create support tickets on external CRM platforms like Zendesk or Zoho without leaving the platform Workflows offer endless customization possibilities. The examples above are just that, examples. We encourage you to build automation that best fits your support teams’ needs. #### LINE Customer Support: Get Customer Feedback with CSAT Surveys CSAT surveys measure customers’ level of satisfaction with specific interactions with your company. You can use them to determine how happy your customers are with the LINE customer service your company provides. To [create a CSAT survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-7), simply build an Ask a Question Step and select Rating. Survey answers can be saved on [Google Sheets or a data warehouse of your choice](https://help.respond.io/support-use-case/send-csat-and-save-data). ![This%20image%20shows%20a%20CSAT%20survey%20built%20with%20respond.io%20to%20ask%20for%20feedback%20after%20a%20customer%20support%20LINE%20conversation](https://images.ctfassets.net/ph8r57dk1q9w/R6PixHDhu0SHqbmunVNOX/3ba22378b155e69d912f74c06bf85450/Screenshot2022-08-16at4_26_28PM_bc3ec2666ad6719bbb12d02d31e3e68b.png) We suggest triggering CSAT surveys manually using the Shortcut Button to have full control over when to ask for customer feedback. Alternatively, use Conversation Closed as a Trigger to automatically send a survey after closing the conversation. #### LINE Customer Support: Get an Overview of Customers’ Chat History with Contact Merge Your business probably receives inbound conversations through other messaging channels. As a result, you’ll end up with siloed conversations across those channels. This is less than optimal for support agents, who need to have a single, holistic view of customers’ profiles and conversation history. ![This%20image%20shows%20respond.io%27s%20Contact%20Merge%20feature%2C%20which%20can%20be%20used%20by%20LINE%20support%20agents%20to%20get%20a%20holistic%20view%20of%20their%20Contacts](https://images.ctfassets.net/ph8r57dk1q9w/5V0Zfwn1wv8bjuFmC1bcZY/a8ac4bbb7cb904771a7e2fc266613abe/ContactMergeGIF03_a00541b5b9312046048bb09d94715bb1.gif) The [Contact Merge](https://respond.io/blog/merge-contacts) tool joins two or more customer profiles to create a single customer story. As a result, agents don’t waste time and resources working with duplicated contacts. They can also determine if a customer has reported a recurring issue from a different channel. #### LINE Customer Support: Gain Access to Advanced Reports and Analytics The [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) has everything managers need to supervise the effectiveness of their support team, making sure they are meeting their KPIs. This module features the following Tabs: Conversations, Users, Contacts, Messages and Logs. ![This%20image%20shows%20respond.io%27s%20Reports%20Module%2C%20which%20can%20be%20used%20to%20track%20the%20performance%20of%20support%20agents](https://images.ctfassets.net/ph8r57dk1q9w/2C6GGZwQKeZEQ7P667Gkpy/1007620256bd2a702cee947838fab344/Screenshot2022-08-01at4_01_51PM_5ce59017ad1d92259276b72c234e4588.png) With a glance, managers get insights into important metrics such as agent productivity, conversation resolution time or the number of outgoing messages. Reports can be filtered by date range, category, team and user, so identifying long-term trends is as easy as spotting specific issues. #### LINE Customer Support: Mobile App for Agents on the Go The respond.io app comes with all the features that you find in the desktop version. It’s a pocket-size solution that allows support agents to reply to conversations wherever they are or ensure that a VIP customer gets prompt responses. ![This%20image%20shows%20the%20respond.io%20app.%20With%20it%2C%20customer%20service%20LINE%20agents%20are%20able%20to%20provide%20customer%20support%20wherever%20they%20are](https://images.ctfassets.net/ph8r57dk1q9w/3XOSTlI3YgUl58hevJnzqr/098f1decde6dd09e16f7b3ce5322e5b9/WBMUImage17_7701226ae67a238b7561e004b2b5608f.png) To get the respond.io app, download it from the [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) for Android and the [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. You’ve made it to the end of the blog. Do you want to message your customers on LINE with the leading customer communication platform? [Sign up for a respond.io account today](https://app.respond.io/user/register)! ### Further Reading If you’d like to learn more about customer support with other messaging channels, have a look at the following articles. - Instagram Customer Service: A How-to Guide - WhatsApp Customer Service: A How-to Guide - Facebook Customer Service: A How-to Guide ## [LINE Group Chat: Use LINE Groups to Chat with Multiple Customers at Once ](https:/respond.io/blog/line-group) All you need to know about LINE Group Chat. How your business can use LINE Groups to message multiple customers at once with a LINE Official Account. A LINE group chat is an efficient way for businesses to keep customers updated about their products or services. When used effectively, LINE groups can be excellent places for businesses to quickly foster relationships with multiple customers at the same time. Curious to learn more? Read on! ### What is a LINE Group A LINE group is a chatroom that allows LINE users to chat with multiple contacts simultaneously. It’s typically used by people who know each other to plan events, hold discussions, share updates among themselves and more. ![An%20image%20showing%20features%20LINE%20group%20features%20-%20chat%20with%20multiple%20contacts%20simultaneously%2C%20share%20updates%20en%20masse%20or%20collaborate.](https://images.ctfassets.net/ph8r57dk1q9w/6e3TdCOwUMOOBLKV136WPq/0a4880f1c15e1789c30dd1dd36623985/ConceptsLINEGroupImage01_12fda75aa48c97605d4688b1a71b11bd.png) Businesses can also utilize groups as a way to communicate with their customers since [LINE Official Accounts](https://respond.io/blog/line-business) can participate in group chats. It’s an easy way to update customers about products or events. All members can read messages sent in the group, so you don't need to send the same message multiple times. Let’s go over the advantages of using a LINE group chat for your business. #### Why Use LINE Groups LINE groups enable convenient communication with your customers, especially if [LINE is popular in your region](https://respond.io/blog/line-business#toc-mobile-1) or the majority of your customers are already on the channel. They don’t need to download an additional app to speak to you. Though you can use broadcasts on channels like [LINE](https://respond.io/blog/line-broadcast) or [WhatsApp](https://respond.io/blog/whatsapp-broadcast) to mass message your customers, they are meant for one-way conversations. Groups allow members to talk amongst themselves, which is great for community bonding in social activities like dance and language classes. Members can share their own knowledge, making the group more useful than just a promotional outlet for businesses. Group chats also allow you to answer common questions with a single message instead of having to repeat yourself. A LINE group chat gives you all the benefits of instant messaging. This includes better capturing your audience’s attention since users [check messages 600% more times than email](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#toc-mobile-2). Instant messaging’s conversational nature makes it easier to foster trust and relationships between you and your recipients. Casual conversations also encourage quicker feedback and responses. ![An%20image%20showing%20Why%20you%20should%20use%20LINE%20group%20chat%20%20-%20customers%20already%20on%20LINE%2C%20all%20the%20benefits%20of%20instant%20messaging%20and%20great%20for%20temporary%20activities](https://images.ctfassets.net/ph8r57dk1q9w/6jeoipPCybI9cwlCAf3z7m/775aa5004ece563e049633270a4a4e6d/ConceptsLINEGroupImage02_5d41ac71c18e765d9ef629a650f3fb24.png) Messages are searchable and automatically archived, unlike voice calls. If the need arises, you can still make voice or video calls in a LINE group. LINE groups can also be used for temporary purposes, such as informing students about a workshop that only runs for a weekend. Once the event is over, the group can be deleted if there is no further need for it. Furthermore, if you’re using a LINE Official Account, communicating through group chats can reduce the number of messages you send every month. This comes in handy when you have a [limited messaging subscription](https://respond.io/blog/line-business#toc-mobile-5). Although personal LINE accounts can participate in and create groups freely, businesses using [Official Accounts](https://respond.io/blog/line-business) will face some restrictions when it comes to LINE groups. ### LINE Official Accounts: What You Should Know About LINE Groups LINE Official Accounts [can’t create groups](https://help2.line.me/official_account/ios/pc?lang=en&contentId=20011711) and can only be added to groups by participants. Businesses will need to use a personal LINE account to create a group and invite their Official Account to join it. Each LINE group chat can only have one Official Account as a member. If a group already includes an Official Account, a new one can be added only after the current one is removed. LINE groups can contain a maximum of 500 members. Everybody except Official Accounts can manage a group chat and its members. There are no admin roles for LINE group chats. This means that any trolls in the chat can simply remove users, including its creator, from the group, so be wary about who you invite. ![An%20image%20showing%20what%20you%20should%20know%20about%20LINE%20groups%20-%20can%u2019t%20be%20created%20by%20Official%20Account%2C%20only%20one%20Official%20Account%20per%20group%2C%20maximum%20of%20500%20users%2C%20can%20be%20managed%20by%20any%20user](https://images.ctfassets.net/ph8r57dk1q9w/1vpp8qYGYoKFOwjP9N8zEK/56ca5a6d5aa4bc3bb1948ded9e2c5002/ConceptsLINEGroupImage03_4db9646eda45704f0c707e27c14a256e.png) New members don’t get access to previously sent messages in the group chat, so they will need to be brought up to speed if anything important was sent before they joined. Unlike personal LINE accounts, LINE Official Accounts can’t see read receipts in group chats, so you won’t know if a recipient has seen a message that you’ve sent. LINE is rather strict regarding [content that is shared](https://linecorp.com/en/safety/contributionStandard) on its platform. Content violations may be reported by group members and consequently, will result in the suspension of the offending account. Now that you’re well-versed in LINE groups, how do you create one? ### How to Create, Share, Join and Manage LINE Groups LINE groups are free to create and can be accessed using the LINE and LINE Official Account app or website. In this section, we’ll go through the steps required to create and use a LINE group. #### How to Create a LINE Group You need to use a personal LINE account to create a LINE group. You can accomplish the steps below using the LINE app on mobile or desktop. ![an%20image%20showing%20how%20to%20create%20a%20line%20group](https://images.ctfassets.net/ph8r57dk1q9w/KDsH3nwySucFZl8Fyl5Ye/da8348d43231d47798400e8fde76d548/creategroup_53c9f1c099bd4d03dc4408d689b79799.png) **1\. Tap** on *Create* (speech bubble with a plus sign) in the top right of the *Chats* screen, followed by *Group*. **2\. Select** the members you’d like to add to the group, then tap *Next*. **3\. Input** a name for the group chat and change the display picture if you wish. You can also choose whether members join automatically or if they need to accept an invitation before they can join the group chat. ![an%20image%20showing%20how%20to%20create%20LINE%20groups](https://images.ctfassets.net/ph8r57dk1q9w/1s55CGcbjthkK1KQTlKhKR/89d5a25f664bfcce70fe203b7f48e772/groupchatcopy_c9944768737275fba4cdab673eb9fe16.png) **4\. Click** *Create* when you’re done customizing your group. You’ll be able to modify these details or settings later. Add members so you can start chatting. #### How to Add Members to a LINE Group Once you’ve created a group, you’ll want to add your LINE Official Account and your customers. LINE provides a number of tools to make inviting your customers more convenient. ##### Direct Invite Through LINE App The quickest way to add someone to your LINE group is through your LINE contact list. ![an%20image%20showing%20how%20to%20invite%20people%20to%20your%20LINE%20group%20chat](https://images.ctfassets.net/ph8r57dk1q9w/6WLwKMvCvWDQZW3eXkEUSl/ba649fde69dffa1bd5e236c482bd3beb/directinvite-nobl_0eed2bc70bad5d10eff3c64c24f9a495.png) **1\. Open** the relevant group chat and tap *More options* (three horizontal lines or the hamburger menu). **2\. Tap** on the *Invite* icon. Scroll through your contact list or type the name of the contact you’re looking for and select it. **3\. Tap** *Invite*. Depending on the group’s auto-join settings, the selected contact will be added to the chat immediately or receive an in-app invitation to join the group. ##### LINE Groups: LINE Link or QR Code Invitation [LINE links](https://respond.io/blog/line-link) and [QR codes](https://respond.io/blog/line-qr-code) are a great way to invite people who are not in your contact list to your LINE group. QR codes also have the option of being printable so you can use them in physical locations like on business cards or receipts. ![an%20image%20showing%20how%20to%20use%20qr%20codes%20to%20invite%20people%20to%20your%20LINE%20groups](https://images.ctfassets.net/ph8r57dk1q9w/3rwZEGwUqnhbvPa8ZCuPEI/1be8f03ba424eb28f89585a09c7c6098/qrcode1-bl_4763806138ce022dd5ba61dc20e38c3e.png) Follow these steps to invite new members to your group with a link or QR code. **1\. Open** the group chat you want to share and tap *More options* (three horizontal lines or the hamburger menu). Then, tap *Invite*. **2\. Tap** *QR code* or *Invite link*. You can tap *Share* to choose a messaging channel to share the link and QR code immediately or *Save* to download the QR code and share it later. ![an%20image%20showing%20how%20to%20share%20your%20qr%20code%20or%20LINE%20link](https://images.ctfassets.net/ph8r57dk1q9w/78EbLhgWJlZynmlZ0ciS8c/035fde7943af68ef4fb29b09db17f94a/lineqrcopy_7f3c2c5f6e717d9bf71c83dafd78e0dd.png) If you tap *Copy link,* the LINE link will be copied to your clipboard where you can paste it wherever you wish to share the invitation. For example, this can be in a text message, or social media post. ##### LINE Group: Email or Text Message Invitation These methods automatically generate a message containing a link to your LINE group. ![an%20image%20showing%20how%20to%20share%20LINE%20groups%20link%20via%20email%20or%20text](https://images.ctfassets.net/ph8r57dk1q9w/1bfdEo51lWfmYR8oQha95b/00d95c26b1ad040bf24564246b34ebf5/emailtext1-nobl_4a1e2d5c499b7920e78e61238a823aa7.png) **1\. Open** the group chat you want to share and tap *More options* (three horizontal lines/hamburger menu). Then, tap *Invite*. **2\. Tap** *Email* or *Text message*. ![an%20image%20showing%20how%20to%20invite%20to%20LINE%20group%20via%20email%20or%20text](https://images.ctfassets.net/ph8r57dk1q9w/65OzplVx4JoqWqkGvl03cr/43beac6ef7cd08f1a297880887f27ebf/emailtext2_e2f827a4137102a13036303f70cfbe89.png) If you tap *Email*, select your email app from the list and an automatically generated message will be inserted in a new email along with the QR code attached as an image. Send this email to those you wish to invite to the group. If you tap *Text message*, select your SMS app from the list and an automatically generated message will be inserted in a new text message. Send this text message to those you wish to invite to the group. Once you’ve created a LINE group, and invited members, the next step is for your LINE Official Account to join the group. #### How to Join a LINE Group Joining a LINE group is as easy as tapping on an invitation link in a message or website on your phone – doing so will open the group chat in the LINE app and you will be a member of the chat. ![an%20image%20showing%20how%20to%20scan%20qr%20code](https://images.ctfassets.net/ph8r57dk1q9w/b4oOPqrlxQRmOGJ97GK2i/753a4b72bbbfcfdfa0849c20c23b9d6c/joinscan_2779e2ae258d52ba23851c47198b6709.png) The other method is by scanning a QR code. Tap the *Chats* icon followed by the *Scan* icon. Then scan a LINE group QR code with your phone’s camera. This will also launch the group chat in the LINE app and make you a member. #### How to Manage LINE Groups All the tools for managing a LINE group can be found in the *More options* menu of the group in the LINE app. **1\. Open** the group chat you’d like to manage and tap *More options* (three horizontal lines/hamburger menu). **2\. Tap** *Other settings*. ![an%20image%20showing%20how%20to%20modify%20group%20settings](https://images.ctfassets.net/ph8r57dk1q9w/6An9oCymzG3qKrjuHBg1su/0b5688f424fc1d3bcd19e609618e207d/othersettings-nobl_bf09060b30be8c823a94ff39acd0385e.png) From here you can change the group’s display picture, cover picture, chat wallpaper, group name, auto-join settings and notification settings. You can also enable or disable QR code sharing for the group, which determines if group members can use QR codes to invite other people to the group. Tapping *Members* will list the participants of the group and allow you to remove anyone you choose. You can also invite other people from this screen. There’s also the option to [export chat history](https://help.line.me/line/android/sp?lang=en&contentId=20007388), [delete data](https://help.line.me/line/android/sp?lang=en&contentId=20010180), create a shortcut to the chat on your device’s home screen, [report the group](https://help.line.me/line/android/categoryId/20007849/sp?lang=en) or [leave the group](https://help.line.me/line/android/sp?lang=en&contentId=20000420). Find out more about managing LINE groups from the [official LINE Help Center](https://help.line.me/line/android/sp?lang=en&contentId=20000424). #### LINE Group: Removing Members There will be times when participants of a group chat will be disruptive and you have no choice but to remove them. ![an%20image%20showing%20how%20to%20remove%20members](https://images.ctfassets.net/ph8r57dk1q9w/2hJlRXBtj7giXfbfGsR5Ga/d22df7945c6fdb0a96b3a959ffd38832/deletemember_cd3dc75007e8633aff61b13b6ad6ba31.png) **1\. Open** the group chat you’d like to manage and tap *More options* (three horizontal lines/hamburger menu). Then, tap *Members* followed by *Edit*. **2\. Look** through the list for the member you’d like to remove from the chat and tap *Delete*. **3\. Tap** *OK* to confirm and the selected member will be removed from the group chat. In the next section, we’ll go over some of the ways businesses can take advantage of LINE groups. ### How Your Business Can Use LINE Groups LINE groups are suitable for marketing, [sales](https://respond.io/blog/line-sales) or [support](https://respond.io/blog/line-customer-service) functions. For example, businesses can offer exclusive benefits such as discounts and promo codes to participants in their LINE groups. Members can also be the first to hear about new products and services announced in a LINE group. For instance, a property developer for a particular project might update interested buyers in a group chat about unit launches or open houses for tours. Use group chats to organize preorders for limited-run goods like custom furniture or mechanical keyboards. In these groups, businesses can also offer support to the same audience, by providing order and delivery updates. Small businesses will find LINE groups handy for keeping in touch with their customers but large enterprises with multiple agents or teams might prefer for more structured communication. If you belong to the latter, connect your LINE Official Account to [a business messaging inbox like respond.io](https://help.line.me/line/android/sp?lang=en&contentId=20000424). You’ll gain access to features like [CRM integration](https://respond.io/blog/line-crm), [automatic chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio), [automated message](https://respond.io/blog/line-auto-reply)[s](https://respond.io/blog/line-auto-reply), [broadcasts](https://help.respond.io/broadcasts-module/broadcasts-overview) and more. Sign up for a [free trial today](https://app.respond.io/user/register)! We are actively considering adding LINE groups to respond.io in the future - [vote for the feature request](https://roadmap.respond.io/feature-request/p/support-for-line-group-chats) to help us prioritize it. ### Further Reading If you found this article helpful, be sure to check out our other articles on using LINE for business: - LINE Broadcast: How to Broadcast LINE Messages - LINE Sales: How to Sell on LINE to Improve Your Sales - LINE Customer Service: The LINE Customer Support Guide ## [LINE Link: Using LINE Links to Connect with Customers ](https:/respond.io/blog/line-link) All you need to know about the LINE link, generating LINE links and using the LINE chat link. Learn how to connect LINE Official Account to respond.io. If you’re looking for ways to get more customers to chat with you on LINE, a LINE link is one of the fastest ways to achieve that. With one click, LINE links connect customers to your LINE Official Account. Read on to learn about LINE chat links and how to use them well! ### What is a LINE Link A LINE link is designed to direct the contact to connect with the business — by adding the business as a friend and starting a one-on-one chat with them. Alternatively, LINE links can be used to invite customers to [join your business's LINE group](https://respond.io/blog/line-group). Using LINE links for your business enables customers to add and message you conveniently. ![An%20image%20showing%20what%20a%20LINE%20Link%20is%2C%20use%20them%20to%20share%20your%20official%20account%2C%20get%20customers%20to%20message%20you%2C%20and%20they%20work%20best%20on%20mobile.%20](https://images.ctfassets.net/ph8r57dk1q9w/3puoLj6TgIl0zBuQkOCcDg/5727124ead3353d96e42de2f107014f3/LINELink_Image01_945ab66540c442acb01a5d7e12f9c953.png) Since these links can be easily shared, it is also one of the fastest ways to get into your customers’ contact lists. Now that we know what a LINE link is, let’s run through the benefits of using one. ### Benefits of a LINE Link To prevent spam, LINE Official Accounts can only send messages to customers who have messaged them previously. Customers can only send messages to Official Accounts that they have added as friends. If your [LINE Official Account is unverified](https://respond.io/blog/line-official-account#toc-mobile-5), customers need to manually search for your LINE Official Account ID, a randomly generated string, to find you inside the app. This isn’t feasible because customers usually wouldn't know what the random string is. For example, the ID assigned to Grub N Go Meal Delivery’s LINE Official Account is @265rssgn. There’s no relation between the ID and the Official Account name, which makes it difficult to remember and enter correctly in a search on LINE. Alternatively, you can verify your business to make it searchable by name, but this isn’t reliable as only important and notable businesses get verified. The remaining option is to purchase a premium ID, which costs money. ![An%20image%20showing%20the%20benefits%20of%20the%20LINE%20chat%20link%20-%20easy%20for%20customers%20to%20contact%20you%2C%20can%20be%20placed%20anywhere%2C%20easily%20migrate%20conversations%20to%20LINE.%20](https://images.ctfassets.net/ph8r57dk1q9w/4BwO2BqQaSBClpfdXiTROZ/8dd8a09d38ac05d1a217608a02b4ebfb/LINELink_Image02_bd303f142fa754ec818338b31f5ab2e9.png) Fortunately, LINE links make the process of finding and messaging your business more reliable. These links can be shared in text messages, emails, websites or social media, enabling customers to quickly find your Official Account to chat with you on LINE. Once a user has added your account as a friend on LINE, you can send them a message at any time. Do keep in mind the [messaging fees](https://respond.io/blog/line-sales#toc-mobile-4) of your LINE Official Account subscription. LINE links are also easy to obtain since you can generate them with the Official Account Manager or a third-party service like respond.io. However, there are some things you need to know about LINE links before using them. ### Limitations of LINE Links Because LINE was built with a mobile-first experience in mind, these links are sorely lacking when it comes to the desktop experience. LINE links work best on mobile devices that have the LINE app installed. LINE links aren’t very useful if users open them on a desktop. When users click on LINE links on their desktop, it will either open the official LINE website or pull up a page with a QR code for mobile devices to scan. The links do not interact with the LINE desktop app even if it is installed. And unlike [Telegram](https://respond.io/blog/telegram-link-generator) or [Facebook](https://respond.io/blog/messenger-link), there is no web version of LINE that you can use to chat on the channel. When accessing LINE links on a mobile device with LINE installed, they load up the Official Account profile on the app or directly open a chat window with the Official Account. The best way for your customers to use LINE links will be with a mobile device that has the LINE app installed. It’s most effective in regions [where LINE is popular](https://respond.io/blog/top-messaging-apps#toc-mobile-8) since customers would already have it installed on their phones. ### How to Get a LINE Link There are three ways to get your LINE link, using the LINE Official Account Manager app or website, or with respond.io’s LINE link generator. Depending on the platform you manage your LINE Official Account from, use the method most convenient for you. #### LINE Official Account App The LINE Official Account app on mobile devices generates a LINE link to lead users to your Official Account profile. ![An%20image%20showing%20the%20benefits%20of%20the%20LINE%20chat%20link%20-%20easy%20for%20customers%20to%20contact%20you%2C%20can%20be%20placed%20anywhere%2C%20easily%20migrate%20conversations%20to%20LINE.%20](https://images.ctfassets.net/ph8r57dk1q9w/4npNoVgfjVyBHzxlFs4ikT/673ba5c1b0784fd3746c6d0a6514b1bd/howtolink-app_5aed415e551569c5c3d654ca74b7e110.png) **1\. Tap** the Home icon. **2\. Tap** *Gain friends > Link.* **3\. Select** *Copy link.* Use this link in messages, websites, social media and customer touch points. #### LINE Official Account Manager If you’re on your computer and manage your LINE Official Account from a web browser, you can use this method to generate your LINE link. ![An%20image%20showing%20how%20to%20get%20line%20link%20with%20official%20account%20manager.%20](https://images.ctfassets.net/ph8r57dk1q9w/5OjjJ4sYnqD7LeRSSaS0Gx/ae151eaf3ab643d370a429aaf4296f2b/lineplatformlink_55a0b914fccda59afb7ac96f4323a144.png) **1\. Click** *Home.* **2\. Click** *Gain friends > “Add friend” tools.* **3\. Click** *Create a URL.* **4\. Click** *Copy.* Use this link in messages, websites, social media and customer touch points to lead your customers to your Official Account profile in LINE. Next, let’s go over how to get a LINE link using respond.io. #### Respond.io’s LINE Link Generator Generating a LINE link from respond.io is a [straightforward process](https://help.respond.io/quick-start/getting-contacts-to-message-you) with minimal steps involved. To get started, navigate to *Settings* > *Growth Widgets*. Then, select *QR Code* and click *Create Widget*. ![an%20image%20showing%20how%20to%20use%20respond.io%20generator.%20](https://images.ctfassets.net/ph8r57dk1q9w/pCo3FFFUvBbIIbgu7kJHQ/8e94ebe8914821b3a17af7e2f5304c7f/link_12c0484546936e86fbba6635448334bb.png) Under QR code type, select the channel which you would like to generate the link for, in this case LINE. Then, select the account you’d like to use. This is especially useful if you have multiple LINE accounts connected to respond.io. ![An%20image%20of%20generating%20LINE%20QR%20code.](https://images.ctfassets.net/ph8r57dk1q9w/3QB1DX5UXWfWnabixml8V6/ab709af4c3e9de9440a8369c0d0e0a17/line-link_bd59fde91891e134e4966fdb248142ec.png) A LINE link will be displayed under the generated QR code. Click the copy icon next to the URL to store it in your clipboard. Paste this link wherever you wish to share it. While respond.io is useful for creating LINE links, it can do so much more once you’ve connected your Official Account to the platform. In the next section, we’ll explore these features. ### Using LINE with Respond.io In addition to being able to generate LINE links, respond.io offers many features to elevate your sales and support experience on LINE, especially if you have a large business and teams of agents to handle customer messages. ![An%20image%20showing%20the%20features%20you%20get%20when%20you%20link%20line%20official%20account%20to%20respond.io.%20](https://images.ctfassets.net/ph8r57dk1q9w/1NozhJG4xaZy4BA1QN39mg/08fb210a4c1a432fbba8f64eac5dbf9c/LINELink_Image04_d491c34bed136a61ffdae14a363c9d7a.png) Let’s go over the features you gain when your LINE account is connected to respond.io. #### Multichannel Communication If customers in your business region are also on other popular channels such as [Telegram](https://respond.io/blog/telegram-for-business) or [Facebook](https://respond.io/blog/facebook-business-chat), or traditional channels like email and [webchat](https://respond.io/blog/line-web-chat), you can reply to all of them from one platform. With [Contact Merge](https://respond.io/blog/merge-contacts), your customer details and chat history can be consolidated, ensuring you don’t miss any key information from your conversations, even if they take place across different channels. ![An%20image%20showing%20how%20Contact%20Merge%20works.](https://images.ctfassets.net/ph8r57dk1q9w/6giyKfkZzhSAgTLLzgRTpZ/f9cb48b7d2400b6cd9a628f4894e563d/contactmerge_b1100777773150e0be5f1f0e2c5a24d8.gif) If you don’t want to exceed your LINE message quota for the month, you can contact customers on another channel like Telegram, if you have their contact details. #### Automation, Workflows and API Integrations Workflows can be used to automate repetitive tasks such as [routing to the right team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assigning your customers](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to available agents. ![An%20image%20showing%20workflows%20and%20API%20integrations%20in%20action.%20](https://images.ctfassets.net/ph8r57dk1q9w/5LKeA9bt0Bc7KcUGCaGPk4/c3030163b7d3bdeb285f82a0591ab9e9/WhatsAppCRM5_5338abefc05f7825b87bfeed6b597e45.png) Use [respond.io API Integrations](https://respond.io/integrations) with other apps and platforms to exchange information, therefore giving users a better sales or support experience. - Qualify contacts with data enrichment tools such as Clearbit - Calculate price quotations for a custom plan during client consultations - Generate sales deals in a CRM such as Hubspot and Salesforce or support tickets on Zendesk - Set up a customer escalation process - Measure CSAT scores using workflows Reduce the number of errors that can be introduced when reentering data and improve your agents’ efficiency since there’s no need to leave respond.io to utilize other tools. #### Observation and Reporting Tools Monitor your agents’ performance and answer queries with the [Comments feature](https://help.respond.io/contacts/contact-activity#comments) to step in when necessary. ![An%20image%20showing%20respond.io%u2019s%20Reports%20Module.%20](https://images.ctfassets.net/ph8r57dk1q9w/4aQXteWiVf1Rkq3G0KYCli/4f40c6e99aac0f375b0852b9ad2d2ed9/Screenshot2022-09-26at4_05_18PM_bc16edf9b924d6802565ee166e261a9b.png) Using the [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview), you can track agent performance to see how fast they are responding to and resolving customer conversations. ### Conclusion Now you know all about LINE links and how to get one, it’s time to put it out there for your customers to get in touch with you. If you don’t have a respond.io account yet, be sure to [sign up for a free trial](https://app.respond.io/user/register)! ### Further Reading If you found this article helpful, here are other articles on LINE that you might find useful: - Ultimate Guide to LINE for Business - LINE QR Code: How to Generate QR Code on LINE - LINE Broadcast: How to Broadcast LINE Messages ## [LINE Notification: How to Send LINE Push Notifications](https:/respond.io/blog/line-notification) LINE push notifications are cost-efficient and have high deliverability rates. Read this article to know how to send this type of LINE Notification. Looking for an affordable and effective way to message customers? You should give LINE push notifications a try. Businesses that use this type of LINE notification enjoy high deliverability rates without incurring high costs. Read this article to learn how to send LINE notifications to your audience using respond.io. ### LINE Notification: An Introduction Let’s start by explaining what push notifications are and why companies use them to communicate with customers. #### What is a Push Notification? Push notifications are messages sent by companies that open as a pop-up on the home screen of customers’ phones. Because of that, push notifications have higher visibility than other types of messages and are difficult to ignore. They are one of the best ways to deliver a short message to your customers and notify them about something. Companies commonly use push notifications for different purposes, such as promotions, account updates or payment confirmations. ![This%20image%20shows%20what%20a%20LINE%20message%20notification%20looks%20like%20in%20your%20phone%20home%20screen%20](https://images.ctfassets.net/ph8r57dk1q9w/7HALCKQTFVOGPsxWyiZ3q2/a63bf81360ccbda947da147760c18b8b/LINEPushNotifications_Image01_a31df4983b99b499b4a14264dc923d37.png) However, you’ve surely received coupons, news or even abandoned cart push notifications too. The first rule when sending push notifications is to use the channel that is most popular with your audience. If your customers are in Japan, Thailand, Indonesia or Taiwan, you should consider using LINE to communicate with them. Let’s see why LINE can be an effective channel for push notifications compared to a traditional notification channel like SMS. #### LINE Push Notifications vs SMS: Pros and Cons Companies that use SMS to send notifications face high costs. While short code numbers are a popular choice due to their high deliverability rate, businesses must pay set up and lease fees, and outbound and inbound message fees. SMS doesn’t support rich media such as images, videos or files, making it hard to send engaging messages. In addition, [using a single emoji can reduce the character limit](https://respond.io/blog/business-sms#toc-mobile-0) of a standard SMS from 160 to 70. In the event that you want to use MMS to send media, you’ll incur even higher costs. Businesses should offer customers the option to opt out of their notifications to avoid being blocked. SMS opt-outs are not very convenient, as customers have to reply with an SMS or call to stop receiving messages. ![This%20image%20shows%20three%20benefits%20of%20LINE%20push%20notifications%3A%20Cheaper%20costs%2C%20media%20and%20emoji-friendly%20and%20high%20engagement%20rates](https://images.ctfassets.net/ph8r57dk1q9w/44NZxAVJ8YiswWs33oUH57/d6f136f2a4c89ca6c3786506bcc5932b/LINEPushNotifications_Image02_3464235f96ccaa4146514b8e69fff606.png) LINE push notifications have clear advantages over SMS. For a start, LINE messaging is generally cheaper. Businesses can start with a free plan and upgrade to a paid plan only if necessary. What’s more, LINE won’t charge you for inbound messages, unlike some SMS providers. With LINE, businesses can add rich media to their push notifications. [LINE emojis don't take up a lot of characters](https://developers.line.biz/en/docs/messaging-api/text-character-count/) from your message, so you can add as many as you need without worrying about reducing the character limit excessively. Customers are more likely to open a visually striking notification than a dull one. That’s why LINE push notifications have higher open rates that SMS. Finally, it’s easier for LINE users to opt out of push notifications by simply sending a LINE message. Before you get started with LINE push notifications, first you should be familiar with how LINE for businesses works. #### What You Need to Know Before Using Line Push Notifications To send push notifications at scale, you should use a LINE business account. [LINE Official Accounts](https://respond.io/blog/line-official-account#toc-mobile-4) were created for businesses that manage large amounts of messages and access more advanced features. To message customers, LINE Official Accounts users must choose between one of the three [LINE monthly subscription plans](https://respond.io/blog/line-official-account#toc-mobile-6). Businesses on the Free plan do not need to pay for messages but have a strict messaging limit. **LINE Official Account Subscription Plans** | | Monthly Fee | Included Messages | Additional Message Fee | | --- | --- | --- | --- | | Japan | Free: - Light: ¥5k Standard: ¥15k | Free: 1k Light: 15k Standard: 45k | Free: ❌ Light: ¥5 Standard: ¥3 | | Taiwan | Free: - Light: NT$800 Standard: NT$4k | Free: 500 Light: 4k Standard: 25k | Free: ❌ Light: NT$0.2 Standard: NT$0.15 | | Thailand | Free: - Light: ฿1,2k Standard: ฿1,5k | Free: 1k Light: 15k Standard: 35k | Free: ❌ Light: ฿0.08 Standard: ฿0.04 | | Global | Free: - Light: US$50 Stadard: US$150 | Free: 500 Light: 15k Standard: 45k | Free: ❌ Light: US$0.05 Stadard: US$0.03 | [Unlike WhatsApp](https://respond.io/blog/whatsapp-bulk-message#toc-mobile-2), LINE doesn’t allow businesses to import contact lists. LINE users can only contact your business via chat links, QR Codes, LINE ads and [in-app search](https://respond.io/blog/line-official-account#toc-mobile-5). If you intend to send your customers push notifications, they’ll have to add you as a friend first. Once they do so, you’ll be able to send them push notifications whenever required. To send LINE push notifications, you should have an inbox suitable for your messaging needs. The [LINE Official Manager Account](https://respond.io/blog/line-customer-service#toc-mobile-5) is a valid choice for small businesses. However, we recommend medium to large-size businesses connect their LINE Official Account to a messaging inbox with advanced messaging tools like respond.io. ### How to Send LINE Push Notifications with respond.io Not all teams in your company have the same messaging habits. While support teams may have long 1:1 conversations with clients, marketing teams send bulk messages to segmented audiences. ![This%20image%20shows%20how%20to%20send%20a%20LINE%20message%20notification%20with%20respond.io%3A%20Broadcast%2C%20one-on-one%20messaging%20and%20messages%20API](https://images.ctfassets.net/ph8r57dk1q9w/1GUAgEYdSH7jkGtTSflTog/63f1548f50d3515ebcc4735812f915ae/LINEPushNotifications_Image03_a29fc26d005fb794860224d56cf36846.png) In this section, we’ll guide you through three ways to send LINE push notifications depending on the use case: 1:1 messaging, broadcasts or automated notifications via messages API. #### How to send a 1:1 LINE Notification Conversational support and sales aim to build long-lasting relationships with customers through genuine one-on-one conversations. Normally, they need to send 1:1 notifications to individual contacts rather than to a large audience. ![This%20image%20shows%20LINE%20notification%20via%201%3A1%20messaging%20for%20conversational%20support%20and%20sales%20using%20the%20respond.io%20Messages%20Module](https://images.ctfassets.net/ph8r57dk1q9w/5lcpAWUe4ZLKFre2DPiM2Q/9f5c8f8cded8ea0bf1c867440f03856c/LINEPushNotificationsImage04_f0c7aeacb31b8dbe9ebcd006df6a3d86.png) Support push notifications are commonly used to update customers about a solved issue, an account problem or a feedback request, to mention some examples. On the other hand, sales push notifications are used to follow up with prospects or confirm a deal. From the [respond.io Messages Module](https://help.respond.io/quick-start/responding-to-messages), agents can type LINE push notifications manually, use a [Snippet](https://help.respond.io/workspace-settings/snippets) or even trigger them using the [Shortcut Button](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0). #### How to Broadcast LINE Notifications Marketers need to send promotional LINE push notifications in bulk to segmented audiences. Marketing teams will find the tools they need for mass messaging in the [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview). Check out our [LINE Broadcast](https://respond.io/blog/line-broadcast) guide for a detailed explanation of how to broadcast with LINE. ![This%20image%20shows%20LINE%20notifications%20for%20promotional%20messaging.%20Businesses%20can%20broadcast%20LINE%20message%20notification%20from%20the%20respond.io%27s%20broadcast%20module](https://images.ctfassets.net/ph8r57dk1q9w/6DbkXgOVMUPT0hNc6SBNir/207d75a2a73897553693e1c09d879092/LINEPushNotificationsImage05_f273d46bd37aaaa2a75c8a578cd5fd36.png) LINE messaging rules apply to LINE broadcasts too. This means you’ll only be able to broadcast to contacts who have added you as a friend. While LINE doesn’t have a broadcast limit per se, broadcasts are subject to your monthly plan messaging limits. To make sure you’re targeting the right audience, respond.io allows you to separate and target your audience via [Segments](https://help.respond.io/contacts/segments). This will ensure that your LINE broadcast is only sent to interested recipients. #### How to use Messages API to automate LINE Notifications Companies use [respond.io’s Messages API](https://developers.respond.io/) to send text, attachments and text with quick replies to respond.io contacts. Designed to work in conjunction with business software, Messages API is one of the best ways to send transactional push notifications. Transactional notifications are (generally) automated messages sent in response to specific customer actions, like a payment confirmation or a password reset. They serve a necessary purpose and are usually expected or needed by customers, as they include important and/or sensitive customer information. ![This%20image%20shows%20how%20to%20send%20LINE%20API%20notifications%20for%20transactional%20messaging%20using%20respond.io%27s%20messages%20API](https://images.ctfassets.net/ph8r57dk1q9w/2tOmZNftBGLRt2nTqi8mSh/f2d8347ad0ab65d6ffacc7307a193b62/LINEPushNotificationsImage06_c16ea2730e4cb320c92ffca781a52a5e.png) This is how Messages API works: 1. A customer triggers an event in your business software 2. The business software detects the event and generates a LINE notification 3. The LINE notification is passed on to Messages API and subsequently respond.io 4. The customer receives a LINE push notification If you find the LINE messaging rules too stringent, don’t miss the next section. We’ll share an additional way to send LINE push notifications not many people know about. ### LINE Push Notifications with LINE Notification Messages One of the main cons of using LINE for push notifications is that contacts must message you first. This applies if you want to send messages from your [LINE Official Account Manager](https://respond.io/blog/line-customer-service#toc-mobile-7) or a messaging inbox like respond.io. However, LINE has a “hidden feature” that bypasses this limitation. LINE Notification Messages allow businesses to message customers first by having only their phone numbers. Recipients don’t need to add the business as a friend to receive the notification. ![This%20image%20shows%20the%20features%20of%20LINE%20notification%20messages%2C%20which%20work%20similar%20to%20a%20LINE%20bot%20notification](https://images.ctfassets.net/ph8r57dk1q9w/5zlKilMJqyYIzwEWIvfxFN/a3fd3708288b9148087b2ecb350eaa6d/LINEPushNotificationsImage07_46a356b1ff29ae4cd8920a926af7aad2.png) LINE indicates in its [Notification Messages UX Guidelines](https://www.linebiz.com/sites/default/files/media/jp/download/LINE%E9%80%9A%E7%9F%A5%E3%83%A1%E3%83%83%E3%82%BB%E3%83%BC%E3%82%B7%E3%82%99UX%E3%82%AB%E3%82%99%E3%82%A4%E3%83%88%E3%82%99%E3%83%A9%E3%82%A4%E3%83%B3.pdf) what types of content are permitted. For example, shipping or payment updates. Unfortunately, commercial content is not allowed. > Do not confuse LINE Notification Messages with LINE Notify. The former is intended for customer messaging, whereas the latter was designed to receive notifications from web services like GitHub or IFTTT. For more information, consult the [LINE notification messages API documentation](https://developers.line.biz/ja/reference/partner-docs/#line-notification-messages-api). In the final section of this article, you’ll find four additional benefits of using respond.io for LINE push notifications. ### LINE Push Notifications with respond.io: Quick Wins Respond.io is not only useful for LINE push notifications — it’s a platform for messaging during the entire customer lifecycle. To use respond.io as your LINE messaging inbox, follow these steps: 1. Create a LINE Official Account 2. Sign up for a respond.io account 3. Connect your LINE Official Account to respond.io ![This%20image%20shows%20why%20use%20respond.io%20for%20LINE%20Notifications](https://images.ctfassets.net/ph8r57dk1q9w/5OfhuEGy1wAbaSAqktMQcJ/6c7972e52406ec65c48ad64e007304b7/LINEPushNotifications_Image05copy3_c8733fe0eb137a255666feb4b595ec65.png) Next, we’ll show you in which ways you’ll benefit from using respond.io as a LINE messaging inbox for push notifications. #### LINE Notification: Unify All Your Channels in an Omnichannel Inbox [Respond.io is an omnichannel inbox](https://respond.io/integrations) that allows you to connect not only LINE, but also plenty of popular messaging channels, and even custom channels. Obviously, using an omnichannel inbox for push notifications offers more versatility than using a LINE-only messaging inbox like the LINE Official Account Manager. ![This%20image%20shows%20an%20overview%20of%20the%20respond.io%20messages%20module](https://images.ctfassets.net/ph8r57dk1q9w/4b1KRCBVx2McVTAUAWjoNK/f49a83bb97a0aa5be33aba42b60a8f9b/Screenshot2022-09-02at2_42_52PM_8fa009ab93b7df8274b2d996e0366ecc.png) As a medium or large size business, you probably use different customer communication channels. For this reason, you’ll need an inbox that supports multiple channels such as [WhatsApp](https://respond.io/blog/whatsapp-business-api) or [Telegram](https://respond.io/blog/telegram-for-business) to send push notifications to Contacts that aren’t LINE users. #### LINE Notification: Execute Your Ideal Chat Routing and Agent Assignment Strategies LINE push notifications often get responses from customers. Once agents receive responses in their inbox, they must handle them as quickly and efficiently as possible. Use [Workflows](https://help.respond.io/workflows/workflows-overview) to set up a chat routing strategy that suits your company teams. For instance, you could [route conversations by shift](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-mobile-14) if you have teams working at different times of the day. ![This%20image%20shows%20a%20respond.io%20workflows%20that%20routes%20chats%20depending%20on%20business%20hours%20and%20assigns%20contacts%20to%20available%20agents](https://images.ctfassets.net/ph8r57dk1q9w/NXoiMHfaFbJYeLvSgyFng/81d2f164eaa45be00a6fd094a7f230d9/Screenshot2022-09-02at2_54_15PM_96f0a3076efda01e0522c5d575e146ed.png) After routing the conversation to the right team, LINE contacts must be assigned to the right agent. We have a dedicated blog that explains some [common auto-assignment strategies](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-4) for sales and support teams. To manage response time expectations when there aren’t agents available, we suggest you [set up an automated away message](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-10) and an [overcapacity assignment strategy](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-11). #### LINE Notification: Track Conversation and Agent Performance with Advanced Tools In the [Messages Module](https://help.respond.io/messages/messages-overview), managers can supervise the LINE push notifications sent by agents and how they handle customer responses. While the Messaging Console shows a detailed overview, the Activity tab displays Contact interactions in chronological order. Conversational sales and support go far beyond sending LINE push notifications. Agents must handle customer responses and close conversations in a timely manner. ![This%20image%20shows%20the%20respond.io%20Workflows%20Module%2C%20which%20is%20used%20to%20track%20the%20performance%20of%20your%20company%20teams](https://images.ctfassets.net/ph8r57dk1q9w/3QzIE8YOzFcsWo6F0Br1Cq/48d299c782b6b4d63f1abf0180be27c6/Screenshot2022-09-02at2_59_05PM_07bf0a824208172464f84872e991416f.png) The [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) gives supervisors insight into conversation resolution times, first response times and other valuable metrics. With the help of filters, supervisors can identify both long-term trends and specific issues. For instance, they can spot agents that keep conversations open for too long. #### LINE Notification: Notify Customers from Anywhere with the respond.io Mobile App Certain things can’t wait. For example, sending a LINE push notification with an update to a VIP client who faced technical issues. But, what if the responsible agent is not at his desktop? Sometimes, having a messaging inbox that isn’t cross-device is a problem. ![This%20image%20shows%20the%20respond.io%20mobile%20app%2C%20which%20is%20a%20practical%20way%20to%20reply%20to%20customer%20messages%20when%20you%20are%20not%20at%20your%20desk](https://images.ctfassets.net/ph8r57dk1q9w/oelvpseUNMGa81GlBQgv9/bc3ceb1573d4389c8666a9e9e283da70/WBMUImage17_c527a1688457cb9771c10b2a82c2363c.png) Respond.io is available on multiple devices, allowing agents to send LINE push notifications from their desktop as well as their cellphones. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. Do you want to send LINE push notifications with the leading customer messaging platform? [Sign up for a respond.io account here.](https://app.respond.io/user/register) ### Further Reading If you’ve enjoyed this article, here are some more LINE readings you might find interesting. - LINE for Customer Service: A How-To Guide - LINE for Sales: A How-To Guide - LINE Webchat: A Guide to LINE Widget for Website ## [LINE QR Code: How to Generate QR Code on LINE](https:/respond.io/blog/line-qr-code) In this article, we'll demonstrate how LINE QR codes work. LINE QR code allows you to add contacts with ease. Find out what QR code on LINE is, how to generate one and where to display the QR code. Are you using LINE Official Accounts for your business? Then check out this article about LINE QR codes. We’ll explain what a LINE QR code is, how to create one with respond.io’s code generator and where to display it effectively. ### What is LINE QR Code? LINE QR code is a machine-readable code that stores alphanumerical information like phone numbers, URLs and more. You can use a QR scanner or a smartphone camera to read and decode the information. ![This%20is%20an%20image%20that%20describes%20how%20to%20use%20LINE%20QR%20code%20logo%20for%20your%20business.%20You%20can%20use%20LINE%20business%20QR%20code%20to%20log%20in%20to%20LINE%20for%20PC%20or%20LINE%20Official%20Account%20Manager.%20Secondly%2C%20you%20can%20use%20LINE%20QR%20code%20scanner%20to%20direct%20users%20to%20websites.%20LINE%20Pay%20also%20uses%20QR%20code%20to%20work.%20And%20finally%2C%20you%20can%20use%20LINE%20QR%20code%20add%20friend%20feature%20to%20add%20contacts.](https://images.ctfassets.net/ph8r57dk1q9w/2ExnjBevx83aif4ZJWjYZP/1e1bd1aa8b41acabd5382fecc540d43d/LINEQRImage01_23ad08fe1c72785489a13dab568e13a1.png) Some common uses include logging in to [LINE for PC](https://help.line.me/line/?contentId=20000111) and [LINE Official Account Manager](https://respond.io/blog/line-official-account#toc-mobile-7), directing users to websites and facilitating digital transactions via [LINE Pay](https://respond.io/blog/line-official-account#toc-mobile-1). You can also share your LINE contact via QR codes to invite customers to start a private chat with you or [join a group chat](line-qr-code). Next, we’ll take a look at how LINE QR codes can benefit your business. #### LINE QR Code Generator: Why You Should Use One To prevent customers from getting spammed, LINE prohibits businesses from importing contacts to the [LINE Official Account](https://respond.io/blog/line-official-account), even if you have the customers’ phone numbers, emails or LINE IDs. Instead, customers have to start a conversation with a LINE Official Account to be added as LINE contacts. Worry not, as there’s an easy method to [get customers to send you the first message](https://respond.io/blog/line-official-account#toc-mobile-10) and that is through LINE QR codes. ![This%20is%20an%20image%20that%20describes%20that%20benefits%20of%20using%20QR%20code%20LINE.%20On%20line%20qr%20code%20reader%20is%20an%20easy%20method%20to%20share%20contact%20info.You%20can%20also%20ask%20customers%20to%20scan%20qr%20code%20line%20to%20increase%20your%20line%20contacts.%20Lastly%2C%20line%20scan%20qr%20codes%20can%20be%20placed%20anywhere%2C%20physically%20or%20digitally.](https://images.ctfassets.net/ph8r57dk1q9w/3rJjwE0E8z2ZrJu0I5INhd/52c949707f693edd3275cb1ff1b98654/LINEQRImage02_f08bae2a129783534546f04a66c8dc16.png) Instead of keying in your contact details manually, customers can scan your QR code and start chatting with you instantly. Another benefit is that it can be placed anywhere. Just display them in prominent areas where customers can find them easily. After learning all you need to know about LINE QR codes, we’ll show you how to generate them next. ### How to Generate LINE QR Codes Depending on the platform you’re using, there are three methods to generate LINE QR codes: Directly on the LINE app, via LINE Official Account Manager or on a messaging platform like respond.io. In addition to that, we’ll also show you how to create QR codes for your [LINE group cha](https://respond.io/blog/line-official-account#:~:text=LINE%20for%20Business%3A%20Group%20Messaging)[t](https://respond.io/blog/line-official-account#:~:text=LINE%20for%20Business%3A%20Group%20Messaging). Let’s go through all the different methods below. #### QR Code on LINE: How to Generate It on LINE App LINE allows its users to generate QR codes easily on the app. Follow the steps below to share your QR codes with your customers. ![This%20is%20a%20screenshot%20that%20describes%20how%20to%20update%20qr%20code%20in%20line%20app.%20First%2C%20tap%20add%20friend%20on%20your%20line%20home%20screen%2C%20then%20tap%20the%20qr%20icon%20and%20finally%20tap%20my%20qr%20code%20to%20show%20your%20line%20web%20login%20qr%20code.](https://images.ctfassets.net/ph8r57dk1q9w/2LiCrYOaiqExmz1HOjB9yg/1ce0a0cbbed2de6ebc08efa29345b2c5/QRBlur01_77ed2d0a2118e3bdf38d7c067db31315.png) 1. **Tap** *Add Friend* on your LINE home screen. 2. **Tap** the QR icon on the top panel. 3. **Tap** *My QR code* to show your QR code. There are three options for you to share your QR codes. You can copy the link (use this as a hyperlink to enable chats with your LINE Official Account inside the LINE app), share the QR code with your customers immediately or save it to your device for later use. #### How to Create QR Code on LINE Official Account Manager Apart from the app, you can also generate your QR code from the LINE Official Account Manager. ![This%20is%20a%20screenshot%20that%20describes%20how%20to%20scan%20line%20qr%20code%20on%20line%20official%20account%20manager.%20After%20logging%20in%2C%20you%20need%20to%20click%20gain%20friends%20and%20then%20click%20add%20friend%20tools.%20Then%2C%20select%20create%20a%20qr%20code%20to%20generate%20web%20line%20login%20qr%20code.%20Download%20the%20scan%20line%20qr%20code%20to%20share%20it%20with%20your%20contacts.](https://images.ctfassets.net/ph8r57dk1q9w/3nKRpVmye9AmP34GjqVvue/4e779ed632999144dadf2ee1598aa3a0/UploadWeChatlogo_4152707180fef7562168514fb8c5e2cc.png) 1\. **Click** *Gain friends* on the left panel of your LINE Official Account Manager homepage. 2. **Open** the dropdown menu and click the *“Add friend” tools*. 3\. **Select** *Create a QR code* to generate your QR code. 4\. **Download** the QR code to share it with your customers. Let’s move on to the next section to find out how to generate one on respond.io. #### How to Create QR Codes on Respond.io If you’re using respond.io to send and receive a high volume of messages on your LINE Official Account, then check out the step-by-step guide below to learn how to obtain your QR code on the platform. ![This%20is%20an%20image%20that%20describes%20how%20to%20scan%20qr%20code%20in%20line%20using%20respond.io.%20First%20click%20on%20Settings%2C%20then%20click%20your%20line%20channel%20and%20scan%20code.%20Enter%20your%20line%20id%20and%20click%20download.%20Now%20you%20line%20login%20web%20qr%20code%20will%20be%20downloaded%20to%20your%20device.](https://images.ctfassets.net/ph8r57dk1q9w/emiJ1IIKUUQVJnwcMXL6w/02f3acb3d5ff487189ca53486741dc84/untitled_244bb879221f815e93b97ce2d6885c68.jpg) Generating a LINE QR code from respond.io is a [straightforward process](https://help.respond.io/quick-start/getting-contacts-to-message-you) with minimal steps involved. To get started, navigate to *Settings* > *Growth Widgets*. Then, select *QR Code* and click *Create Widget*. Under QR code type, select the channel which you would like to generate the QR code for, in this case, LINE. Then, select the account you’d like to use. This is a handy feature if you have multiple LINE accounts connected to respond.io. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20generate%20QR%20code%20for%20your%20LINE%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3jVjARhIvUgFIpRwCM3clV/952cb637c7b16abe7f2f1908dba1e6d7/screenshot-2023-03-16-at-54243-pm_96ac438db8963cbefbecd9674eee4fe4.jpg) A LINE QR code will be displayed. Finally, click the *Generate Widget* button at the top right to create your QR code. And that’s how to generate a LINE QR code on respond.io. Next, we’ll show you how to invite customers to join a group chat with a LINE QR code. #### How to Create QR Code for Group Chat on LINE App Do you have a LINE group chat for certain customer segments or events? Invite customers to the chat group easily with your QR code. ![This%20is%20a%20screenshot%20that%20describes%20how%20to%20create%20qr%20code%20line%20group.%20First%2C%20tap%20groups%20on%20the%20homepage%20of%20your%20app%2C%20then%20open%20the%20group%20chat%20you%20want%20to%20share.%20Next%2C%20tap%20the%20three%20horizontal%20lines%20and%20tape%20invite%20to%20download%20the%20line%20group%20chat%20qr%20code.](https://images.ctfassets.net/ph8r57dk1q9w/2A4v0YmeCXI2m0Sw7oXf9r/2850455c3e4c4d12657feb23f0ac869c/QRBlur02_c3fa3ce518f5adb3d009957d867be740.png) 1\. **Tap** Groups on the homepage of your LINE app. 2. **Open** the group chat you want to share. 3. **Tap** the three horizontal lines at the top right corner. 4. **Tap** *Invite* and then tap on the QR code icon. Here, you can also choose to copy the link, share the QR code or save it to your phone. Now that you’ve learned how to generate LINE QR codes, let’s find out the best places to display the QR codes. ### Where to Display Your QR Codes The great thing about LINE QR codes is their versatility. You can place them anywhere – digitally or physically – in highly visible locations. To convert offline traffic to LINE contacts, print the QR codes on marketing collaterals like posters and signages, and display them at your physical store for passersby to scan and contact you. Having QR codes on business cards also make it easier for people to add you as a contact. They can also be printed on receipts or product packaging to collect customer feedback. ![This%20is%20an%20image%20that%20describes%20where%20to%20use%20line%20qr%20code%20login.%20You%20can%20print%20it%20on%20your%20marketing%20collaterals%20or%20receipts%20and%20packaging%20of%20your%20products.%20the%20qr%20code%20line%20generator%20can%20also%20be%20printed%20on%20business%20cards.%20lastly%2C%20display%20the%20qr%20code%20generator%20line%20on%20your%20web%20chat%20widget%20to%20convert%20offline%20traffic%20to%20online%20contacts.](https://images.ctfassets.net/ph8r57dk1q9w/7obAeh7V7v83oMaFKlrd38/27fdf12d8b038b6e3583c665f1cc0a1d/LINEQRImage03_0fa87271fc3c69128b23f0eb0f6f18aa.png) QR codes are not limited to physical placements. They can also be displayed digitally, such as on websites, social media posts and e-catalogs. For websites, consider adding a [LINE website chat widget](https://respond.io/blog/line-web-chat) to convert website visitors to contacts. With respond.io’s omnichannel widget, you can also connect your web chat to other messaging channels like [WhatsApp](https://respond.io/blog/whatsapp-business), [Telegram](https://respond.io/blog/telegram-for-business) and [Viber](https://respond.io/blog/viber-for-business). All in all, LINE QR codes have several benefits that can level up your business communication. Interested to learn more about using LINE Official Account for your business? [Sign up for a free trial now](https://app.respond.io/user/register). ### Further Reading Want to learn more about using LINE for business? Check out these articles below: - How to Broadcast LINE Messages - Your Guide to Using LINE Customer Service - How to Send LINE Push Notification ## [LINE Sales: How to Sell on LINE to Improve Your Sales](https:/respond.io/blog/line-sales) Everything you need to know about LINE Sales and how to sell on LINE. Increase your business sales by selling on LINE with respond.io. If selling goods and services over the phone or email isn’t cutting it anymore and you want to try a new approach using LINE Sales, welcome! In this post, you’ll learn about traditional commerce methods, LINE for sales and how to sell on LINE with respond.io to shorten your sales cycle. ### Instant Messaging vs Traditional Methods for Sales Phone calls and emails have been used in sales for decades but recently, businesses have started using instant messaging as well. Instant messaging solves the downsides of calling and emailing while introducing its own benefits. Firstly, phone calls require a lot of effort to take place. Both parties have to be in conducive environments and available at the same time to communicate. Voice calls aren’t normally recorded, leaving room for things to be forgotten or misinterpreted. Phone calls can also be costly, especially if they are international and these days, [people prefer texting over calling](https://respond.io/blog/business-messaging#toc-mobile-1:~:text=64%25%20of%20customers%20said%20they%20prefer%20instant%20messaging%20a%20company%20than%20calling). Emails solve the issues above but have downsides of their own. For example, spam filters often misplace emails, causing people to miss them. | Channel | Disadvantages | | --- | --- | | Phone | No records of conversationsBoth parties need to be available at the same timeCan't send files | | Email | Gets sent to junk or spam foldersSlow responses between partiesScattered conversations | People open their email far less frequently than instant messengers to check for new messages. Additionally, emails tend to be more formal, making it harder to foster trust and relationships between both parties quickly. Furthermore, email threads have a tendency to disperse. When clients forget to reply all or reply to the latest email, it leads to confusion and missed messages. Customers sending emails from different addresses also create issues with contact identification. Let’s not forget the difficulty of locating information because of repeated text in drawn-out email conversations! It’s no surprise that [their open rates are 600% lower than instant messages](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#:~:text=2018%20%7C%20Source%3A%20Statista-,Messaging%20App%20Engagement%20Rates,-It%20feels%20like). This brings us to instant messaging. Why should businesses use instant messaging channels like LINE to improve the results of their sales? ### Why Use LINE Official Account for Sales With over 182 million monthly active users globally, [LINE is one of the most popular instant messengers in the world](https://respond.io/blog/line-official-account), especially in [Japan, Taiwan, Thailand or Indonesia](https://respond.io/blog/top-messaging-apps#toc-mobile-8). If your customers are based there, LINE would be the best way to reach them. ![Why%20you%20should%20use%20LINE%20messenger%20Sales%20instead%20-%20high%20usage%20in%20Asia%2C%20suitable%20for%20businesses%20of%20any%20size%2C%20message%20contacts%20at%20any%20time](https://images.ctfassets.net/ph8r57dk1q9w/3e2OjiLUKcVYjPKAVuq7wf/7dd03cdd767236c2db86491c083f3182/LINESales_Image02_83423f16c3f4f2ce47720a1be1b4b241.png) Chatting with customers through an app they are active on increases their responsiveness and, in turn, moves the sales process along faster. The conversational nature of instant messaging also makes it great for building partner-like relationships. To distinguish personal accounts from business ones, LINE has [Official Accounts](https://respond.io/blog/line-official-account) for businesses to use. This way, regular customers know they are chatting with a recognized business, which builds your credibility and earns you their trust. #### LINE Sales: LINE Official Accounts LINE Official Accounts function similarly to personal accounts but with extra features. You can use them to [send broadcasts](https://respond.io/blog/line-broadcast), rich messages and coupons, in addition to regular content like text, images, videos and audio. Since engaging messages are better at capturing your audience’s attention, it increases the odds of them responding favorably. For example, if you’re selling a home, sharing a video tour of the property with prospective buyers heightens their interest. Speaking of messaging, one of the main benefits LINE Official Accounts has over other channels like [WhatsApp](https://respond.io/blog/whatsapp-sales) is that when a contact has added you as a friend, you can reach them anytime. There are no message type limits or [messaging windows](https://respond.io/blog/line-official-account#toc-mobile-12) to act upon. Lastly, if you’re in a region like Thailand, Official Accounts have access to services such as [LINE SHOPPING](https://lineshoppingseller.com/) which lets you set up an online store for customers to access within the LINE app. Let’s go over the different ways to manage your LINE Official Account. #### LINE Sales: LINE Official Account Messaging API on Respond.io Your LINE Official Account can be operated through the [LINE Official Account Manager](https://manager.line.biz/) or by connecting the LINE Official Account Messaging API to a central messaging inbox like respond.io. LINE Official Account Manager is straightforward to use and suitable for small businesses that don’t require advanced automation. However, its features are limited when it comes to handling large-scale sales operations. For those with larger businesses and many salespeople, connecting your LINE Official Account Messaging API to respond.io unlocks its full potential. You gain access to advanced automation features like [Workflows](https://help.respond.io/workflows/workflows-overview) and [Reports](https://help.respond.io/dashboard-reporting/reports-overview) to monitor your agents’ efficiency. ![How%20to%20sell%20on%20LINE%3A%20why%20you%20should%20use%20respond.io%20-%20higher%20response%20rates%2C%20traceable%20conversation%20history%2C%20build%20partner-like%20relationships](https://images.ctfassets.net/ph8r57dk1q9w/2qGcFE4mrONpjhDge9D5SB/f484892767effeb67916ae22a5fb2f9e/LINESales_Image03_dea7e1c0742f8c9ad2a6c84e2ea50b40.png) With respond.io, all your business' contacts and conversations are stored in a central database. This allows salespeople to easily identify customers, trace chat history and resume conversations where they left off, regardless of the device they use. Another benefit of a central database is that your business retains customer contact info and conversation history even when an agent resigns. Managers can also monitor the conversations of agents in case they need to intervene. However, before we start using LINE Official Account for sales, there are some things you should know about the channel. ### How to Sell on LINE: What You Should Know? To reduce spam, LINE requires customers to send the first message to open a conversation with a LINE Official Account. You won’t be able to import existing contacts to your Official Account. This means you’ll need to build up a contact list from scratch. Luckily, LINE provides [useful tools and features to make getting new contacts easier](https://respond.io/blog/line-official-account#toc-mobile-10). Place these with your promotional content for customers to get in touch with you: - Chat links - QR codes - Website buttons - In-app search - LINE ads Once you get a contact list going, you can start sending messages to contacts. Keep in mind that the cost of your messages depends on the region and your subscription plan. ![Selling%20on%20LINE%2C%20official%20account%20subscription%20pricing%20plans](https://images.ctfassets.net/ph8r57dk1q9w/556PBLkuWl2iVMjIhYieQ5/4fe731884f734b3146927fbfb1799303/LINEBroadcastImage02_1b07e711a3f427a5f90659cbf1dc8ba1.png) Each account can send a set amount of free messages monthly, with each additional message costing extra. Do note that free accounts won’t be able to exceed this limit, so make sure you’re on a Light or Standard plan if you plan to send a lot of messages. Now let’s see how we can take advantage of respond.io with the LINE Official Account Messaging API to elevate your sales operation. ### How to Sell on LINE Using Respond.io: Quick Wins Respond.io has a number of powerful tools to improve how your business carries out sales on your LINE Official Account. Let’s run through some examples of how you can achieve that. #### Shorten Your Sales Cycle with Automation With Workflows, you can automate repetitive processes, freeing up manpower and resources that can be better spent on critical tasks. ![Workflows%20can%20help%20sales%20on%20LINE%20chat](https://images.ctfassets.net/ph8r57dk1q9w/17DcXn0EkX5HH2CpxNtK0I/884d2fe18abf6c04a6891dfaf3ff09d0/62ea2c175d43b9a2bd02d486_Screenshot2022-07-01at14_38_55_4d7010823aac13357b840f6a70080260.png) Since customers communicating with businesses on instant messengers expect fast replies, they move on if they don’t hear back from you quickly. You can manage their expectations with up auto-replies to greet them or inform them when [you’re away](https://respond.io/blog/away-message-for-business#toc-mobile-4). Automated Workflows can be used to determine which sales funnel or route a contact falls into by [automating lead qualification](https://respond.io/blog/question-bot#toc-mobile-5), [routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assigning customers](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to the right salespeople. #### Integrate LINE Official Account Inbox With Your Sales CRM Another use for Workflows is [integrating respond.io with your existing sales CRM](https://help.respond.io/workspace-settings/integrations) to facilitate information exchange between them. Doing so allows you to: - Qualify contacts with data enrichment tools such as Clearbit - Calculate the price quotations for a custom plan during client consultations - Generate sales deals in a CRM such as Hubspot or Salesforce ![qualify%20leads%20before%20selling%20on%20LINE](https://images.ctfassets.net/ph8r57dk1q9w/2JnwjxNH5BgvexAWtX6y6j/9606d6239528bab1980a32adb01f59ed/62ea2c165d43b971ad02d46e_qualifycustomercopy_f891ab608a238f941fb94e3ddf2cea91.png) Respond.io’s integrations let you can carry out the functions of other apps without leaving the platform. This reduces the number of errors that could be introduced when reentering data, removes redundancy and improves the efficiency of your agents. #### Get a Complete Overview of Customers with Contact Merge and Tags Most messaging app users have more than one messaging app on their phones. They may have used other messaging channels to reach you previously, which leads to siloed conversations. ![merge%20contacts%20so%20you%20can%20identify%20them%20when%20selling%20on%20line%20messenger](https://images.ctfassets.net/ph8r57dk1q9w/xHDZubNNpAMuIMrhrg7sd/c51747a0df473cef108ba3227bb2049b/contactmerge2_0a3f6c7d2ee482c059840dc76a0a87be.gif) Merging contact details and conversation history across multiple channels allows recognizing an existing customer, regardless of the channel used to approach you. You can also use [Tags](https://help.respond.io/dialogflow/dialogflow-parameters#tagging) to build complete profiles of your customers to better understand them. For example, you can tag your customers according to their preferences, budget or company size so salespeople immediately know the best way to approach them. #### Mobile App for Agents on the Go Respond.io’s app allows agents to answer customer inquiries and follow up on leads from LINE on their mobile phones. The app has all the features available on the desktop, such as Dashboard, Contacts and Messaging. ![Access%20chats%20anywhere%20through%20the%20respond.io%20mobile%20app](https://images.ctfassets.net/ph8r57dk1q9w/13uUjV26OCzWt4DYPpEvDb/28b1d4ef29f22d55f1c1249e352f3826/62ea2c175d43b9f1d402d485_ViberSalesImage04_facf96fded657a308493c6907737e9fe.png) Agents will receive a push notification whenever they receive a new message or are assigned new Contacts. With the respond.io app, agents have the convenience of answering messages on the go, wherever they are. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. Now that you know how to use LINE Official Account to improve your sales process go out there and close some deals! Don’t have a respond.io account yet? [Sign up for a free trial](https://app.respond.io/user/register). ### Further Reading If you found this helpful, here are some additional articles to prepare you for your sales journey on LINE: - The Ultimate Guide to LINE For Business - LINE Broadcast: How to Broadcast LINE Messages - Inbound Conversation Workflows: A How-To Guide ## [LINE Web Chat: A Guide to Setting Up LINE Widget for Website ](https:/respond.io/blog/line-web-chat) Want to learn more about how to use LINE web chat for your business? We've listed down all the details here, from the benefit of using LINE widget to automating responses with respond.io's Workflows. Want to expand your business or reach out to more audiences in Japan, Taiwan or Thailand? Then you should consider using LINE. One easy way to increase your LINE contacts and provide support to customers is to install a LINE web chat widget on your website. Here, you’ll learn everything about LINE widget, how to integrate the web chat widget into your website and how it benefits your business in terms of sales, marketing and support. To top it off, we’ll also show you how to incorporate chat automation into your LINE web chat with respond.io. ### LINE Web Chat: An Introduction LINE is one of the most popular apps in Japan, Taiwan and Thailand and has [over 182 million monthly active users as of Q1 2020](https://respond.io/blog/line-official-account#toc-mobile-3). This is why many businesses in those regions are using [LINE Official](https://respond.io/blog/line-official-account) [Accounts](https://respond.io/blog/line-official-account) to engage with customers. Like [Viber](https://respond.io/blog/viber-for-business#toc-mobile-9), the LINE Official Account doesn’t allow businesses to import contacts. To grow your LINE contact list, you need to [get customers to send you the first message](https://respond.io/blog/line-official-account#toc-mobile-10). And what better way to do it than the LINE web chat widget, which takes customers into a LINE conversation with you from your website? ![This%20is%20an%20image%20that%20describes%20what%20you%20need%20to%20know%20about%20web%20chat%20on%20line.%20You%20can%27t%20import%20contact%20for%20line%20webchat.%20To%20encourage%20customers%20to%20send%20in%20the%20first%20message%2C%20they%20can%20either%20click%20on%20the%20LINE%20logo%20or%20scan%20the%20qr%20code%20to%20start%20chatting%20on%20line%20on%20web%20chat.](https://images.ctfassets.net/ph8r57dk1q9w/26xlLwXg5QpAruoGDnduUT/ecf2daf3503af750d7ad9246aa1e95fa/LINEWebChatImage01_df3556f44bdc87855481cc2095a4afa7.png) Unlike live chat where customers’ identities are anonymous, once someone messages you on LINE, they become a contact on respond.io. This way, you can trace contacts and send them a message even after they leave the website. There are two methods for visitors to start a conversation with you via the widget: - Click on LINE icon: The LINE icon contains a URI link that directs users to the app. Visitors who click on it will land on the app to start chatting with you. However, this only applies to those with LINE installed on desktop or mobile. - Scan QR Codes: Visitors with the mobile app can scan the QR code. Once scanned, they can initiate a conversation with you upon landing on the app. #### How to Set Up LINE Web Chat for Website The process for setting up a LINE web chat is simple and can be done quickly by [following these steps](https://help.respond.io/workspace-settings/growth-widgets#creating_widget). ![This%20image%20is%20a%20screenshot%20of%20how%20a%20line%20chat%20on%20web%20looks%20like.%20It%20has%20a%20line%20web%20login%20qr%20code%20for%20people%20to%20scan.%20](https://images.ctfassets.net/ph8r57dk1q9w/6gMBHlKne2vqmtCaPJAKNE/7259769b106a1ad31c85dc75add8c507/screenshot-2023-03-23-at-51808-pm_714bad71a1d80c5b4908834a369ccca5.jpg) To get started, navigate to *Settings* > *Growth Widgets*. Then, click *Add Widget* and choose *LINE Widget* before clicking *Create Widget*. After that, enter the website(s) where you want to add the chat widget and select the account you want to create a web chat for. ![This%20is%20a%20gif%20that%20shows%20how%20to%20select%20an%20account%20to%20create%20a%20widget.%20](https://images.ctfassets.net/ph8r57dk1q9w/SdqwpN3L8sNyBjfF12ijF/8f285a2a1d732f82e09c843e5fe73087/screenshot-2023-03-23-at-51959-pm_2232a97ec6147f8608ae313b2fe2b252.jpg) You can add a pre-filled text or customize the widget’s appearance by clicking on the *Advanced Settings* buttons. Finally, click *Generate Widget*, copy the generated script and install it on your website. If you want to connect with customers across multiple channels, an [omnichannel widget](https://respond.io/blog/omnichannel-widget) can help. You can also opt to [add a website chat widget to your website](https://help.respond.io/website-chat-widget/website-chat-widget-overview). Now that you've successfully set up your LINE web chat, we’ll show you how businesses can leverage it to maximize its potential next. ### How to use LINE Web Chat for Business In this section, we’ll share why LINE web chat fares better than traditional methods like email, live chat and phone calls. Plus, we’ll show you how businesses can use it for marketing, sales and support. #### LINE Widget for Marketing With the LINE widget, interested customers can reach out to you easily in response to the products, services or promotions on your site. This helps to shorten the lead acquisition process. ![This%20is%20an%20image%20that%20describe%20how%20to%20use%20line%20chat%20bots%20for%20marketing.%20With%20a%20line%20chat%20online%2C%20you%20can%20capture%20leads%20automatically%20and%20save%20their%20contact%20information.%20Having%20a%20line%20chat%20web%20also%20encourages%20visitors%20to%20chat.](https://images.ctfassets.net/ph8r57dk1q9w/25NJMxDuaNkk5sOphwIoPr/53c16aba1c5463c9d1b3887f81a2e9b9/LINEWebChatImage02_23d495961c5617a0c81f3b7a884df309.png) Having a widget on your website encourages visitors to start a LINE conversation with you. Because they’ll automatically become a contact after messaging you, it’s easy to share updates via [broadcasts](https://respond.io/blog/line-broadcast) to keep customers in the loop with your latest offerings. Next, we’ll look at how your business can use LINE web chat for sales. #### LINE Widget for Sales On live chat, it’s hard for salespeople to get the accurate contact information they need to build relationships with prospects. Some prospects might fill in the wrong information out of privacy concerns or make mistakes when filling up the form. ![This%20is%20an%20image%20that%20describes%20how%20chat%20line%20on%20web%20works%20for%20sales.%20Since%20it%20has%20no%20messaging%20window%2C%20salespeople%20can%20reach%20out%20to%20prospects%20anytime.%20Aside%20from%20that%2C%20you%20can%20even%20integrate%20with%20sales%20CRM%20to%20get%20more%20information%20about%20the%20customers.%20](https://images.ctfassets.net/ph8r57dk1q9w/C4liYlTNRNk8elGgYz95h/77483f19671246c55d80e35a5eb9a3ab/LINEWebChat_Image03_fd145c5f922b4e3d8ae8fd8f3641a458.png) On the contrary, when you integrate the LINE inbox with a sales CRM like Hubspot or Salesforce, you can use Workflows to make an [HTTP Request](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-4) to retrieve updated contact data and create sales deals after customers send you a message from the LINE widget. Since you can save the customers as LINE contacts on respond.io once they message you, your sales team can reach out to them anytime as they’re [not restricted by](https://respond.io/blog/line-official-account#toc-mobile-12) [a](https://respond.io/blog/line-official-account#toc-mobile-12) [messaging window](https://respond.io/blog/line-official-account#toc-mobile-12). Want to learn more? Check out our [comprehensive guide on how to use LINE for sales](https://respond.io/blog/line-sales) here. #### LINE Widget for Customer Service Unlike emails and phone calls that require customers to wait endlessly for replies, you can manage response time expectations by setting up auto-replies on your LINE web chat to improve customer satisfaction and promote a positive brand experience. Another advantage the LINE widget has is traceable conversation history. Support agents can identify returning customers by their user ID and access their chat history in a messaging inbox like respond.io. ![This%20is%20an%20image%20that%20describes%20line%20apps%20chat%20for%20customer%20service.%20Having%20a%20line%20web%20is%20beneficial%20because%20customers%20can%20get%20a%20reply%20straight%20from%20agent.%20Beside%20that%2C%20web%20line%20also%20helps%20improve%20customer%20satisfaction%20and%20line%20online%20web%20also%20has%20traceable%20conversation%20history.%20](https://images.ctfassets.net/ph8r57dk1q9w/4I0wWpspT620kRoEAMSrSr/04dce523a4e753974769ad5611722827/LINEWebChatImage041_0c3dd53ff20f3f974b90705a7845218e.png) This way, customers don’t have to repeat their information and support issues if cases are [escalated to another team or agent](https://respond.io/blog/escalation-management). In addition to that, support agents can even personalize solutions based on their needs. If you want to measure how satisfied customers are with your customer service, send them a [CSAT survey](https://respond.io/blog/csat-customer-satisfaction-score) to find out what you’re doing right and what can be improved. Now that you’ve learned how the LINE widget can support your business, let’s take a look at how you can unlock the full potential of your LINE web chat with respond.io’s chat automation. ### Handle Line Web Chat Conversations Effortlessly with Respond.io Here, we’ll show you how to create automation to level up your LINE web chat with [respond](https://help.respond.io/workflows/workflows-overview)[.io](https://help.respond.io/workflows/workflows-overview)[’s](https://help.respond.io/workflows/workflows-overview) [Workflows](https://help.respond.io/workflows/workflows-overview). #### Answer Commonly Asked Questions with Chat Automation Customers today demand quick replies, especially on messaging apps. To cater to this, businesses can automate frequently asked questions and answers to reduce agents’ workloads while providing clear and prompt replies to customers. To get started, create a [LINE multiple-choice menu on Workflows](https://help.respond.io/workflows/workflow-steps). You can create up to 10 FAQs and responses. FAQs answer general questions like business hours, pricing or contact information. ![This%20image%20shows%20the%20workflows%20for%20automating%20FAQs.%20To%20create%20FAQ%2C%20you%20need%20to%20first%20create%20a%20line%20multiple%20choice%20menu%20where%20you%20can%20input%20up%20to%2010%20faqs%20and%20responses.%20](https://images.ctfassets.net/ph8r57dk1q9w/1sG8p7itbhCKDnlqqYPKkO/97d6876b3e5008bb47069cdbf4fa3917/FAQ-LINE_dc199fd07014c97c389472bd31a0a3b5.png) You can also use [Snippe](https://help.respond.io/workspace-settings/snippets)[t](https://help.respond.io/workspace-settings/snippets)[s](https://help.respond.io/workspace-settings/snippets), which works like a quick reply, to create canned responses. Snippets can’t be triggered by Workflows and require an agent to select predesignated replies. It’s typically used for more detailed explanations like return policies. #### Set Up Away Messages for LINE Widget As a business, communication is key to maintaining a successful relationship with customers. However, businesses can’t be there 24/7 for their customers, whether due to a lack of manpower, limited hours of operation or timezone differences. ![This%20image%20shows%20how%20to%20automate%20away%20messages%20on%20respond.io%27s%20workflows.%20Away%20messages%20is%20beneficial%20because%20you%20can%20manage%20customers%27%20expectations%20by%20letting%20them%20know%20when%20to%20expect%20a%20reply%20from%20you.%20](https://images.ctfassets.net/ph8r57dk1q9w/yX4HkLzanPHiKS63wZksB/b833dd33091c9af0031c1fd3009b952f/AwayMessage-LINE_8c0d743d82c164f276a80f4b98cf47ed.png) To solve that, businesses can set up [Away Messages](https://respond.io/blog/away-message-for-business) to manage customers’ expectations. You can [build a Workflow](https://respond.io/blog/away-message-for-business#toc-mobile-4) to automatically respond to customers outside of business hours and let them know when to expect a reply from you. If you’re not sure what to include in an away message, check out our [best practices on how to write an away message](https://respond.io/blog/away-message-for-business#toc-mobile-3). #### Route Customers to the Right Team [Connecting customers to the right team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) within the organization is crucial as it leads to faster resolution time. To take it up a notch, you can create a [pre-chat survey](https://respond.io/blog/pre-chat-survey) to determine their needs and [apply auto assignment logic](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) and assign them to an agent. ![This%20image%20describes%20how%20to%20route%20and%20connect%20customers%20to%20the%20right%20team%20with%20Workflows.%20Chat%20routing%20helps%20reduce%20solution%20time%20and%20increase%20customer%20satisfaction.%20](https://images.ctfassets.net/ph8r57dk1q9w/1i3x7F2QJDajEjLBS6m5Km/a3fb86e7b8922b4ee8edd9804a09857a/ChatRouting-LINE_5471c04e12c40cf4c562411c5b64b8f2.png) In conclusion, adding a LINE web chat widget to your website can bring you and your business many benefits. [Connect your LINE account to respond.io](https://help.respond.io/channels/line#connecting_a_line_official_account) to get started today. ### Further Reading If you want to learn more about the benefit of using LINE for your business, you can check out some of these articles below: - A Comprehensive Guide to Broadcasting LINE Messages - The Ultimate Guide to LINE for Business - How to Use LINE for Customer Support ## [Live Chat Greeting Examples: 15 Live Chat Welcome Message Examples](https:/respond.io/blog/live-chat-greeting-examples) Discover how a personalized live chat greeting message can be used to enhance customer experience and improve online communication on your website. Learn how to craft effective greetings to build trust and create a positive first impression. Creating a positive first impression is crucial when engaging with customers, and one way to achieve this is through the use of greeting messages in your live chat. This article will explore the concept of a live chat greeting message, its benefits and how to create a personalized one for your business. Plus, we'll provide live chat greeting message examples for various situations. ### What is a Live Chat Greeting Message? A live chat greeting message is a message that is automatically sent to a customer or website visitor when they initiate a live chat session. The message is typically intended to welcome the customer and set expectations for the conversation. Let’s explore the advantages of using a live chat greeting message next. #### Benefits of Setting Up a Live Chat Greeting Message A live chat greeting message can greatly enhance a business’s ability to connect and engage with customers. We’ll take you through the benefits. - Shorten response time: A predefined message streamlines the first response to customer inquiries for a quick response, which in turn helps businesses build trust and create positive relationships with their customers. - Increase engagement: A personalized greeting message can make customers feel more welcome and valued, increasing their engagement with your business. - Generate leads: Businesses can use greeting messages to gather contact information from customers, which they can then use to expand their contact list and enhance marketing and sales efforts through retargeting. ![This%20is%20an%20image%20that%20describes%20the%20benefits%20of%20setting%20up%20greeting%20message.%20Having%20a%20predefined%20message%20shorten%20response%20time%20while%20increasing%20engagement.%20Not%20to%20mention%2C%20it%20also%20helps%20to%20manage%20customer%20expectations.%20Businesses%20can%20also%20use%20live%20chat%20to%20generate%20leads%20and%20improve%20customer%20experience.](https://images.ctfassets.net/ph8r57dk1q9w/5hMcJrkKAc6tV6j1QWOacO/85139115d4be4a328c725af1a52b22b3/HowTo_LiveChatGreeting_Image01_f9489ab170a68e2040bb7924f352c6dd.png) - Manage customer expectations: Greeting messages can help manage customer expectations by providing information on support availability so customers know when to expect a response. - Improve customer experience: A customized greeting message makes customers feel acknowledged. This positive experience can establish a good first impression and result in higher levels of customer satisfaction. Additionally, live chat messages can improve your sales performance by using an AI Agent. It customizes responses to optimize for a sales response, helping to move customers through the sales funnel more quickly. As you can see, using live chat greeting messages can help businesses build stronger connections with customers. Below, we’ll provide some examples of live chat greeting messages for businesses to use to achieve these goals. ### Best Live Chat Welcome Messages Before diving into live chat greeting examples, it’s important to understand the best practices for composing effective greeting messages. Below, we’ve outlined some guidelines to keep in mind when crafting your messages. #### Best Practices for Live Chat Welcome Messages This section will provide a list of best practices for creating live chat greeting messages. Follow these guidelines to ensure that your welcome messages will be engaging, welcoming and professional. ![This%20is%20an%20image%20that%20shows%20the%20best%20practices%20of%20chat%20greeting%20examples.%20Keep%20it%20concise%20and%20to%20the%20point%20Use%20a%20warm%20and%20friendly%20tone%20Personalize%20the%20message%20with%20the%20customer%u2019s%20name%20or%20details%20Respond%20to%20customers%20in%20a%20timely%20manner%20or%20set%20response%20time%20expectations%20Include%20a%20call-to-action%20%28CTA%29%20to%20prompt%20customers%20to%20take%20a%20specific%20action%20or%20guide%20them%20in%20what%20to%20do%20next](https://images.ctfassets.net/ph8r57dk1q9w/2IYrL6EK9YWwNZT3oZTeAq/112c14adfb0a2e94d8fd7e0d8d3f7def/HowTo_LiveChatGreeting_Image02_a15ae69d3a248dca8b5a8be830b66d10.png) - Keep it concise and to the point - Use a warm and friendly tone. A chat is usually informal, so saying "hey" or something friendlier or casual like "yo" or "what's up" works too. - Personalize the message with the customer’s name or details - Respond to customers in a timely manner or set response time expectations - Include a call-to-action (CTA) to prompt customers to take a specific action or guide them in what to do next Let’s explore the different types of live chat greeting messages you can use in various scenarios. #### Live Chat Greeting Message Examples: General Welcome Want to make a strong first impression with your customers? Welcome messages build rapport with prospects, ease them into your brand and win trust. Here are some general greeting message templates. ![this%20is%20an%20image%20that%20shows%20an%20example%20of%20best%20live%20chat%20welcome%20message.%20Welcome%20to%20our%20live%20chat%20service%20%uD83D%uDC4B%20My%20name%20is%20%5BName%5D.%20How%20can%20I%20help%20you%20today%3F](https://images.ctfassets.net/ph8r57dk1q9w/UVvoVLsWH23DOQjpzi4cm/5d7aa5154c084a337193b2560ff298e4/HowTo_LiveChatGreeting_Image03_79ed6569b25ac71ea0e86c5edb40cf62.png) 1\. "Welcome to our live chat service 👋 My name is \[Name\]. How can I help you today?" 2\. "Hello, thanks for reaching out to us! My name is \[Name\], and I'm here to assist you." 3\. "Greetings! I'm \[Name\], and I'll be your live chat representative today. Please let me know what you need and I'll do my best to help you." #### Live Chat Greeting Examples: Special Offers Running a promotion for your business? Use greeting messages as opportunities to promote special offers or deals. Here are some examples you can use. ![This%20is%20an%20image%20that%20shows%20live%20chat%20welcome%20message%20examples%20for%20special%20offers.%20Hello%21%20My%20name%20is%20%5BName%5D%2C%20and%20I%27m%20here%20to%20assist%20you%20%uD83D%uDE0A.%20By%20the%20way%2C%20we%20currently%20have%20a%20special%20offer%20on%20our%20scented%20candles%20for%20a%20limited%20time%20only.%20Let%20me%20know%20if%20you%u2019d%20like%20to%20learn%20more%21](https://images.ctfassets.net/ph8r57dk1q9w/6XxQ3ETc3C7hAUsUSCZ9ni/8a7ff38f92fe304b98b573cd9e900169/HowTo_LiveChatGreeting_Image04_3f575811dd34ce1db4a4e6aa1cdfae43.png) 1\. "Hello! My name is \[Name\], and I'm here to assist you 😊. By the way, we currently have a special offer on our scented candles for a limited time only. Let me know if you’d like to learn more!" 2\. "Welcome to \[Business Name\]! My name is \[Name\]. Looking to hydrate your skin this winter? We're currently offering 50% off on all skin care products. Let me know if you're interested in learning more. Now, how can I help you today?” 3\. "Hello there! I'm \[Name\]. Just to let you know, we’re having a 20% off 🎉 sale on selected items at the moment; let me know if you’d like to know more! How can I assist you?” #### Live Chat Greeting Messages: Lead Capture You can also use live chat to convert visitors to prospective customers. One easy way to do this is to ask for their contact information in the welcome message for use in later marketing or sales initiatives. ![This%20is%20an%20image%20that%20shows%20an%20example%20of%20a%20live%20chat%20lead%20capture%20message.%20Welcome%20to%20our%20live%20chat%20service%21%20My%20name%20is%20%5BName%5D%2C%20and%20I%27ll%20be%20happy%20to%20assist%20you%20with%20any%20questions.%20Before%20we%20begin%2C%20may%20I%20please%20have%20your%20email%20address%3F%20%uD83D%uDE0A](https://images.ctfassets.net/ph8r57dk1q9w/4ju4ughK5Dtsu9mrn4RasV/f850e0ea060ad082a3befeff2ae88a14/HowTo_LiveChatGreeting_Image05_235830673ff3f48d329d475d4a958d79.png) 1\. "Welcome to our live chat service! My name is \[Name\], and I'll be happy to assist you with any questions. Before we begin, may I please have your email address? 😊" 2\. "Hello, thank you for your message. Our business hours are from 8am to 4pm. Please leave your name and phone number and we’ll get in touch during business hours." 3\. "Greetings, \[Name\]! Interested in our holiday packages 🏖? If you'd like to learn more, please provide your email address and we’ll send you our seasonal catalogs. In the meantime, please let me know how I can assist you today.” #### Live Chat Welcome Messages: Customer Support Businesses can use greeting messages like the examples below to set expectations for page visitors in terms of agent availability or response time when seeking customer service. ![This%20is%20an%20image%20that%20shows%20an%20example%20of%20a%20live%20chat%20customer%20support%20message.%20Hello%2C%20thank%20you%20for%20reaching%20out%20to%20us%20for%20support.%20Before%20we%20begin%2C%20please%20provide%20your%20account%20number%20or%20the%20order%20number%20so%20that%20we%20can%20better%20assist%20you.%20%uD83D%uDE47%u200D%u2640%uFE0F](https://images.ctfassets.net/ph8r57dk1q9w/10BCKO3E0MieataAWLm1SI/1dbd7f6cee17292d18276d971e4cdb0e/HowTo_LiveChatGreeting_Image06_b1186011d9ba4ff8d7baec53fb6481a5.png) 1\. “Thanks for reaching out to us! My name is \[Name\] and I'm here to help you with any support issues you may have. What can I help you with today?” 2\. "Welcome, \[Name\], we’ve received your message. We’re currently attending to a high volume of customers but we’ll be with you shortly!" 3\. "Hello, thank you for reaching out to us for support. Before we begin, please provide your account number or the order number so that we can better assist you. 🙇‍♀️" #### Live Chat Greeting Examples: Seasonal Messages Closing the office for the holidays? Releasing a new collection for the new year? Now’s the time to inform your customers about your availability or your holiday promotions. Here are some seasonal greeting messages for your reference. ![This%20is%20an%20image%20that%20shows%20an%20example%20of%20a%20live%20chat%20seasonal%20greeting%20message.%20Happy%20New%20Year%21%20Thank%20you%20for%20your%20message%2C%20we%u2019ll%20get%20back%20to%20you%20in%20an%20hour%27s%20time.%20In%20the%20meantime%2C%20we%20have%20some%20special%20deals%20to%20kick%20off%202023%20%uD83C%uDF8A%20Just%20click%20on%20this%20link%20%5BLink%5D%20to%20find%20out%20more.](https://images.ctfassets.net/ph8r57dk1q9w/0zqAlTqMP2OEjYhGo0rVm/cdbe130efc2dddbfba75bfeeb214f463/HowTo_LiveChatGreeting_Image07_1af453c37854a9ea2e549224b749a724.png) 1\. “Merry Christmas! 🎄 I'm here to assist you with any questions or concerns you may have. How can I help you today?” 2\. "Happy New Year! Thank you for your message, we’ll get back to you in an hour's time. In the meantime, we have some special deals to kick off 2023 🎊 Just click on this link \[Link\] to find out more." 3\. "Happy Chinese New Year!🧧 I'm \[Name\], your live chat representative. We're currently offering 50% off on our gift baskets. Let me know if you have any questions about the promotion or what I can assist you with today.” Now you have a good selection of welcome message examples, let’s jump to the next section, where you’ll learn how to create your own. ### How to Set Up Greeting Messages with Respond.io Here we’ll show you how to create a live chat greeting message via a customer conversation management software like respond.io. To get started, you’ll need to [link your website chat widget to your respond.io account](https://help.respond.io/website-chat-widget/website-chat-widget-overview), then [follow these steps](https://help.respond.io/quick-start/automated-welcome-and-away-messages) to set up and automate greeting messages for your live chat. Aside from that, respond.io also allows you to set up advanced automation like [support escalation](https://respond.io/blog/escalation-management) and [auto-assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) and centralize communications on an [omnichannel platform](https://respond.io/blog/omnichannel-communication) to connect with customers on other popular channels like [WhatsApp](https://respond.io/blog/whatsapp-business), [Telegram](https://respond.io/blog/telegram-for-business), [Facebook Messenger](https://respond.io/blog/facebook-business-chat) and more. Setting up a live chat greeting message is a quick and easy way to build relationships with customers. Want to get started? [Sign up for a free trial with respond.io](https://app.respond.io/user/register) to start chatting with your customers today. ### Further Reading If you found this helpful, here are some additional articles on live chat messaging to level up your business: - Omnichannel Communication: Using an Omnichannel Communication Platform - Most Popular Messaging Apps: Top Messaging Apps for Businesses - Everything You Need to Know about Omnichannel Chat Widget ## [Manychat vs Chatfuel vs Respond.io: Which One Wins?](https:/respond.io/blog/manychat-vs-chatfuel) Trying to decide between Manychat vs Chatfuel vs respond.io? Our article breaks down each platform’s ins and outs to help you find the best fit! Automation, chatbots and omnichannel platforms aren’t just buzzwords anymore. They’re staples for anyone looking to get the most out of their sales and marketing efforts. What was once cutting-edge is now the standard, helping businesses everywhere boost efficiency and customer engagement. With so many options, how do you choose something that best fits your requirements? Let’s break it down and see which platform can give your business the edge it needs. ### Overview: Manychat vs Chatfuel vs Respond.io [Manychat](https://respond.io/blog/manychat-alternative), Chatfuel and respond.io may seem different at first glance, but they all share the same goal: *simplifying customer conversations*. However, each platform takes a unique approach, meaning what works for one business might not be the right fit for another. Here’s our TL;DR: - Manychat: Ideal for small and medium businesses jumping into conversational marketing. It’s quick to set up and handles Messenger, WhatsApp and more—great for straightforward customer engagement with minimal fuss. - Chatfuel: Best for simple automation needs on WhatsApp, Messenger and Instagram, especially for micro and small businesses without a customer relationship management (CRM) tool. It’s an easy entry point that provides essential tools but may feel limited as you grow. - Respond.io: The go-to for businesses scaling up chat-driven sales. It equips growing businesses with advanced automation and true omnichannel support, designed to amplify reach and drive conversions for businesses of all sizes. | | Manychat | Chatfuel | Respond.io | | --- | --- | --- | --- | | Channels Supported | WhatsApp, Messenger, Instagram, SMS, Telegram, Email | WhatsApp, Messenger, Instagram | WhatsApp, Messenger, Instagram, SMS, Email, Telegram, Viber, LINE and more | | Multichannel Broadcast | WhatsApp, Messenger, Telegram, SMS, Email | WhatsApp | WhatsApp, Messenger, LINE, Viber, Telegram, SMS | | External Integrations | Third-party platforms including ActiveCampaign, HubSpot, and Google Sheets | Third-party platforms including ActiveCampaign and HubSpot | Custom APIs, webhooks, CRMs, third-party platforms like Zapier and Make | | Automation & AI | No-code automation, automatic responses, helpful AI tools | Simple automation, no advanced automatic responses | Advanced no-code automation, AI Agents, AI suggestions and assistance, AI training | | Customer Support | 24/7 ticketing system and forums | Automated chat and 24/5 agent support | 24/5 multilingual chat support | | Platform Stability | No public data | No public data | 99.9996% uptime | | Reporting | Basic analytics for automations, customer interactions, limited agent performance metrics | Basic analytics for delivery rates, open rates, unanswered messages | In-depth analytics for conversation resolutions, broadcast performance, agent performance | | Free Plan | Available with limited features | No free plan, trial available | 7-day free trial | | Starting Price | $15/month | $69.39/month ($19.90/month for FB & IG + $49.49/month for WhatsApp) | $79/month | For a deeper dive, keep reading! We’ll unpack how each platform stacks up so you can see which one’s the right fit for your business. ### Manychat vs Chatfuel vs Respond.io: A Detailed Comparison Choosing the right platform can be overwhelming, especially when every solution makes similar promises. From ease of use to customer support, each platform has its own strengths and trade-offs. So, how do you know which one will truly deliver for your business? Let’s look into some of the most important elements of a messaging platform. #### Centralize All Conversations with Omnichannel Messaging Imagine connecting with customers on WhatsApp, Instagram, SMS, calls and more—all in one place. A [true omnichannel solution](https://respond.io/blog/omnichannel-communication) unifies all conversations with features like contact merge, which lets you merge contact details and conversations, consolidating interactions into one profile, no matter the channel. Likewise, if you manage many contacts, you likely use a CRM and integrating it ensures your data stays synced. This way, you can manage chats across all channels seamlessly, staying reachable and never missing a conversation. | | Manychat | Chatfuel | Respond.io | | --- | --- | --- | --- | | Channels | WhatsApp, Messenger, Instagram, SMS, Telegram, Email | WhatsApp, Messenger, Instagram | WhatsApp, WhatsApp Calling API, VoIP, Messenger, Instagram, SMS, Email, Telegram, Viber, LINE and more | | CRM Integrations | ✅ | ❌ | ✅ | | Custom Channels | ❌ | ❌ | ✅ | | Contact Merge | ✅ | ❌ | ✅ | **Manychat** supports Messenger, Instagram, WhatsApp, SMS and email. It also offers contact merge and can integrate with CRMs using Zapier. However, it doesn’t support less common channels like LINE or Viber. Manychat is ideal for businesses focused on supported channels, but it may feel limiting if you ever plan on diversifying your marketing strategy with more channels. **Chatfuel** only supports Messenger, Instagram and WhatsApp. Unfortunately, CRM integration and adding other channels is not possible. Likewise, it doesn’t offer custom channel support, making it less flexible for managing a diverse range of communication channels. It's solid for simple setups but not ideal for businesses looking for an omnichannel experience. **Respond.io** offers true omnichannel capabilities, supporting [WhatsApp](https://respond.io/blog/whatsapp-business-api), [WhatsApp Business Calling API](https://respond.io/blog/whatsapp-business-api), [VoIP](https://respond.io/blog/voip-crm-integration), [Messenger](https://help.respond.io/l/en/facebook-messenger), [Telegram](https://respond.io/blog/telegram-for-business), [TikTok](https://respond.io/blog/tiktok-for-business), [LINE](https://respond.io/blog/line-business), [Viber](https://respond.io/blog/viber-for-business), [SMS](https://respond.io/blog/business-sms) and more. It integrates custom channels via open API and provides seamless CRM syncing with Zapier, allowing you to manage all customer interactions in one place while ensuring your CRM data stays up to date. Respond.io also supports [Contact Merge](https://respond.io/blog/merge-contacts) in addition to providing automatic merge suggestions, consolidating customer profiles and interactions for full context, and ensuring you never lose track of a conversation. With omnichannel support covered, let’s dive into how these platforms provide growth tools. #### Capture More Leads with Growth Tools Capturing leads and driving traffic to your chat funnels is key to growing your business. More leads mean more conversations, which means more selling opportunities. This can be done with features like QR codes, click-to-chat ads and widgets that usher leads into your funnel. | | Manychat | Chatfuel | Respond.io | | --- | --- | --- | --- | | Click to Chat Ads | ✅ | ✅ | ✅ | | QR Codes | ✅ | ✅ | ✅ | | Website Widgets | ✅ | ✅ | ✅ | | Fully Customizable Widgets | ❌ | ❌ | ✅ | | Omnichannel Widgets | ❌ | ❌ | ✅ | **Manychat** offers click to chat ads and QR codes to engage customers and spark conversations. It also provides website widgets, but their limited customization may be restrictive if you want more flexibility in tailoring the user experience. **Chatfuel** supports click to chat ads from Facebook and Instagram, allowing users to start conversations by clicking the ad. It includes website widgets, making it easier to initiate chats, but these are not fully customizable. **Respond.io** stands out with fully customizable [omnichannel website widgets](https://respond.io/blog/omnichannel-widget), a feature missing in both Manychat and Chatfuel. This means your business can capture and engage leads directly from your website, no matter where they come from. This, coupled with the ability to connect [click to chat ads](https://respond.io/blog/click-to-chat-ads), QR codes and its multichannel reach, respond.io provides a powerful solution for capturing leads across various channels. Now, let’s look at how the three platforms handle automation and AI. #### Convert Leads More Efficiently with Automation and AI Nobody has time to handle every message manually. Automation helps you scale interactions without the need for manual work. Features like [AI agent for sales](https://respond.io/blog/ai-sales-agent) and workflow triggers—automatic actions based on customer behavior—make it easier to respond quickly and ensure you convert more leads faster. | | Manychat | Chatfuel | Respond.io | | --- | --- | --- | --- | | No-Code Automation | ✅ | ✅ | ✅ | | AI Agents | ✅ | ✅ | ✅ | | AI Assist | ✅ | ✅ | ✅ | | Knowledge Training | ❌ | ❌ | ✅ | | Automated Smart Triggers | ✅ | ❌ | ✅ | **Manychat** offers a no-code automation builder that’s perfect for straightforward workflows. It also features AI tools like AI Agents and AI Text Improver that can tweak or translate messages. The AI Flow Builder Assistant simplifies creating automation flows through guided questions, and its triggers feature supports automation based on specific user events, like appointment reminders. While perfect for small to medium businesses, Manychat isn’t suited for complex automation needs due to the lack of more advanced features like AI Agents. **Chatfuel** also provides a no-code builder with deeper AI capabilities, including a ChatGPT-powered bot that responds based on keywords, user attributes and schedules. You can also automate sales or customer support roles. However, its lack of advanced triggers makes it better suited for simpler automation tactics, limiting its use for enterprise-level needs. **Respond.io**’s AI capabilities are one of its main strengths. [AI Agent](https://respond.io/help/ai-agents/getting-started-with-ai-agents) handles customer conversations automatically, replying instantly 24/7 and routing chats to the right team. It also updates contact fields and lifecycle stages on its own, while pulling accurate answers from your knowledge sources. AI Agents can also add or remove contact tags based on conversation context, enabling automatic lead classification and segmentation. [AI Assist](https://help.respond.io/l/en/inbox/using-ai-assist) generates editable responses based on chat history, while [AI Prompts](https://help.respond.io/l/en/inbox/using-ai-assist) help translate messages, adjust tone, fix typos and simplify text. Respond.io’s knowledge training feature further improves the accuracy of your AI Agents, Assist and Prompts by incorporating FAQs, PDFs, and other documents. Additionally, respond.io takes automation to the next level with a no-code drag-and-drop builder designed for complex workflows across multiple channels. It handles advanced tasks like agent routing, case escalations and shift management with ease. At the same time, respond.io’s [workflows](https://help.respond.io/l/en/workflows/workflow-triggers) send personalized messages based on customer actions across platforms like Shopify and WooCommerce via Zapier, Make or even webhooks. While automation and AI are great for efficiency, what about engaging broadcasts? #### Retain Customers with Broadcasting Capabilities It’s more [expensive to acquire new customers than to retain existing ones](https://hbr.org/2014/10/the-value-of-keeping-the-right-customers), and timely, relevant promotional messages can help keep them engaged. Features like multichannel support, triggered broadcasts and broadcast analytics ensure your messages hit the mark, driving loyalty and long-term engagement. | | Manychat | Chatfuel | Respond.io | | --- | --- | --- | --- | | Broadcast Channels | WhatsApp, Messenger, Telegram, SMS, Email | WhatsApp | WhatsApp, Messenger, LINE, Viber, Telegram, SMS | | Broadcast Analytics | ✅ (Sent, Delivered, Opened, Clicked) | ✅ (Open Rates, User Interactions) | ✅ (Delivery, Reads, Failures, Channel-specific Filters) | | Triggered Broadcast | ✅ | ❌ | ✅ | **Manychat** supports broadcasts across WhatsApp, Messenger, Telegram, SMS and email, providing businesses with wide coverage. However, its analytics allows you to track basic metrics like Sent, Delivered and Clicked. This might be enough for smaller campaigns but could feel limiting for businesses looking to dig deeper into audience behavior. **Chatfuel** lets you send broadcasts on only WhatsApp. Its analytics offer the basics—open rates and user interactions (e.g., button clicks, responses)—but don’t provide the advanced detail or flexibility larger campaigns might require. **Respond.io** steps things up by enabling businesses to broadcast across a wide range of channels, including Viber, LINE and SMS, in addition to WhatsApp and Messenger, thanks to its [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview). You can also [segment audiences](https://help.respond.io/l/en/contacts/segments) for more targeted messaging, ensuring each broadcast reaches the right group. Its [Reports Module](https://help.respond.io/l/en/dashboard-reporting/reports-overview) complements this further by providing in-depth analytics, allowing you to track message delivery, reads and failures across all channels, with filters for date ranges and channel-specific performance of what’s working or not. But what about the numbers beyond just broadcasts? #### Unlock Messaging Insights with Reports & Analytics Data is king, but only if you know how to use it. Reports and analytics give you the power to fine-tune your messaging strategy by understanding what works and doesn’t. Conversion tracking, custom reports and dashboards all help businesses achieve this. Without analytics, it's like shooting in the dark—you're making decisions without knowing if they hit the mark or miss. | | Manychat | Chatfuel | Respond.io | | --- | --- | --- | --- | | Conversion Tracking | ✅ | ❌ | ✅ | | Agent Performance Analytics | ✅ | ❌ | ✅ | | Custom Reports and Dashboards | ❌ | ❌ | ✅ | | Data Export | ✅ | ✅ | ✅ | | Unanswered Questions | ❌ | ✅ | ❌ | **Manychat** provides four main analytics tools: tracking how workflows perform, monitoring conversions, analyzing agent activity and an insights dashboard. You can track message delivery, opens and clicks and set up custom conversion events to measure chatbot performance. Manychat Pixel (similar to [Facebook Pixel](https://www.facebook.com/government-nonprofits/blog/the-facebook-pixel#:~:text=The%20Facebook%20pixel%20is%20a,people%20take%20on%20your%20website.)) lets you track conversions on your website from chatbot interactions, adding depth to its marketing analytics. While this is great for conversion tracking, agent analytics are only available with the Inbox Pro plan. **Chatfuel** offers analytics on workflow performance, user activity, and unanswered questions, which are questions for which the chatbot failed to provide an adequate answer. However, it doesn’t explain why those questions went unanswered, limiting deeper insights into chatbot performance. Beyond this, Chatfuel tracks users, message delivery, open rates and clicks, giving you an overview of your chatbot’s performance. But when it comes to advanced insights—like detailed agent performance data—Chatfuel falls short. The reporting interface is user-friendly, but its lack of customization can be frustrating, making it less ideal for businesses needing tailored analytics. **Respond.io’s** [Reports Module](https://help.respond.io/l/en/dashboard-reporting/reports-overview) provides comprehensive analytics that goes the extra mile. It enables businesses to precisely track team performance and customer interactions through [Conversations](https://help.respond.io/l/en/dashboard-reporting/reports-conversations), [Resolutions](https://help.respond.io/l/en/dashboard-reporting/reports-resolutions) and [Agent Leaderboards](https://help.respond.io/l/en/dashboard-reporting/reports-leaderboard). These provide insights into customer engagement levels, effectiveness in closing chats and agent performance based on key metrics. Even for managers, the [Dashboard](https://help.respond.io/l/en/dashboard-reporting/dashboard) offers real-time performance insights, helping track team activities and make informed decisions. The module also allows for filtering by key metrics, exporting data in formats like CSV and viewing historical data, making it a powerful tool for optimizing workflows. It is the go-to choice for businesses needing detailed, actionable insights. ### Manychat vs Chatfuel vs Respond.io: Platform Stability and Customer Support It doesn’t matter how feature-packed or affordable a platform is. If it’s unreliable or you can’t get help when you need it, what’s the point? Smooth performance and great support are essential to help your business run without a hitch. #### Platform Stability Even Under Pressure You need a platform that won’t crumble when traffic spikes or campaigns ramp up. Stability means peace of mind so you can focus on your business while your platform handles the heavy lifting. | | Manychat | Chatfuel | Respond.io | | --- | --- | --- | --- | | Performance During High Traffic | ⚠️ (No uptime guarantee) | ⚠️ (No uptime guarantee) | ✅ | | Uptime Guarantee | ❌ | ❌ | ✅ (99.9996% uptime) | **Manychat** holds up well for day-to-day use and is solid for smaller to medium-sized businesses. It handles regular traffic just fine, but when the volume picks up—like during big marketing pushes or busy seasons-you might notice a few hiccups as they don’t provide any formal uptime guarantees or statistics. **Chatfuel’s** stability is reliable for the most part, according to online reviews, with some improvements being made over the years. That said, like Manychat, without any uptime promises, it’s best for businesses that don’t expect frequent spikes in activity but need consistent performance day-to-day. **Respond.io** stands out with its impressive [99.9996% uptime](https://respond-io.betteruptime.com). Whether you’re handling daily customer interactions or pushing through high-traffic campaigns, the platform stays dependable. It's the kind of stability that lets you fully focus on building customer relationships and growing your business instead of wasting time worrying about technical hiccups. Now that we’ve got stability down let’s see how they stack up on customer support. #### Responsive Customer Support Good customer support is the backbone of any successful business. When issues arise, fast and reliable support can make all the difference, ensuring your team stays productive and your customers are well-served. | | Manychat | Chatfuel | Respond.io | | --- | --- | --- | --- | | Priority Support | ✅ (Higher Plans) | ✅ (Higher Plans) | ✅ (All plans treated equally) | | Customer Success Managers | ✅ | ✅ | ✅ | | Multilingual Support | ❌ (Limited Support) | ❌ (Limited Support) | ✅ | | 24/5 Live Chat Support | ❌ | ✅ | ✅ | **Manychat** offers customer support via a 24/7 basic ticketing system, with priority support available for higher plans, though response times are not guaranteed. For smaller businesses, this may suffice, but for those needing quick responses, the email-based system can feel slow and impersonal. There have also been reports of mixed support quality. For those on higher plans, dedicated Customer Success Managers offer more personalized guidance. **Chatfuel’s** customer support is not all equal. Users on all plans can contact support via email or chat with an automated bot, but the knowledge base is limited, and many users are directed to a WhatsApp group for help. Priority support, dedicated success managers and live chat operating on typical business hours are only reserved for higher tiers, so if you’re looking for personalized support, Chatfuel may not be right for you. **Respond.io** offers 24/5 live chat and call support in languages like English, Arabic, Chinese and Spanish, providing basic and technical help. Should you need help on weekends, there's also 24/7 AI support. For businesses needing more hands-on help, higher-tier plans include expert, dedicated Customer Success Managers who don’t just solve problems but also equip customers with the know-how they need to succeed. That said, regardless of plan, businesses can count on the expert team for personalized assistance for troubleshooting or managing complex integrations. Finally, we can’t forget one of the most important factors: pricing. Let’s see how each platform’s pricing holds up as your business grows. ### Manychat vs Chatfuel vs Respond.io: Pricing Cost is always a factor when choosing software, especially for growing businesses. You need a pricing model that makes sense, one that doesn’t leave you guessing or hit you with surprise fees. The right platform should scale with you, offering features that match your needs without breaking the bank. #### Entry-level Pricing: Manychat, Chatfuel and Respond.io For small businesses or teams under 10 people, starting with an affordable, feature-rich plan is key. Entry-level pricing should provide the essential tools to run your messaging operations without unnecessary complexity or costs. Each platform's entry-level plan offers varying functionality, flexibility and channel support, but the question remains: Which gives you the most value? | | Manychat (Pro Plan) | Chatfuel (Business Plan) | Respond.io (Starter Plan) | | --- | --- | --- | --- | | Free Plan | Yes | Basic, free 7-day trial | Comprehensive 7-day trial | | Starting Price | $15/month | $69.39/month ($19.90/month for FB/IG + $49.49/month for WhatsApp) | $79/month | | Channels Supported | WhatsApp, Facebook Messenger, Instagram, SMS, Telegram, Email | Messenger, Instagram, WhatsApp | All popular messaging channels | | Seats Included | 3 Seat | Unlimited | 5 Seat | **Manychat** offers a free plan, ideal for businesses just starting out, covering WhatsApp, Facebook Messenger and Instagram, but it caps you at 1,000 contacts and 3 users. If you need more powerful tools, you'll need to upgrade to their Pro plan starting at $15/month, which adjusts depending on the size of your contact list. **Chatfuel** skips the permanent free plan but gives you a 7-day free trial. After that, pricing starts at $19.90/month for Facebook and Instagram or $49.49/month for WhatsApp. You might find the costs add up quickly if you need more channels or features, making it less ideal for those seeking longer-term flexibility. **Respond.io** starts at $79/month with its Starter plan, giving you 5 user seats and unlimited monthly active contacts. It’s a stronger choice for those who want more tools out of the gate, like AI summary, AI Assist and AI Prompt. Though it lacks a free plan, the 7-day trial gives you a full preview of the core features. #### Higher-Tier Plans for Growing Businesses Once you’re ready to scale, the right pricing plan should grow with your business without overcomplicating things. These plans come packed with features and tools designed to streamline larger operations. | | Manychat (Elite Plan) | Chatfuel (Enterprise Plan) | Respond.io (Growth Plan) | Respond.io (Advanced Plan) | | --- | --- | --- | --- | --- | | Pricing | Contact for pricing | $300/month | $159/month | $279/month | | Advanced Automation | Advanced automations but requires additional fee for additional tools | Basic automations, some advanced capabilities | Advanced workflows, AI-driven automation | Advanced workflows, AI-driven automation | | Broadcast Channels | WhatsApp, Messenger, Instagram, SMS, Telegram, Email | Messenger, WhatsApp, Instagram | All popular messaging channels | All popular messaging channels | | Customer Support | Priority email ticketing, standard live chat and success manager | Standard live chat support and success manager | 24/5 multilingual support via live chat and call across all plans, 24/7 AI supportCustomer success manager | 24/5 multilingual support via live chat and call across all plans, 24/7 AI support Customer success manager | | Seats Included | Unlimited | Unlimited | 10 Seats | 10 Seats | | Additional Seats | N/A | N/A | Additional Users at $20/month | Additional Users at $24/month | **Manychat’s** Elite Plan is tailored for businesses that need more customization and advanced automation, but pricing is only available through contacting sales. This makes it tricky to gauge whether it fits your budget. You do get access to unlimited user seats, which is a plus for growing teams, but expect higher costs as your contact base expands. **Chatfuel’s** Enterprise Plan offers solutions for larger-scale operations, but, again, pricing varies based on the channels you’re using and the complexity of your needs. If you’re looking for something with straightforward advanced automation, Chatfuel’s offerings might feel a bit more limited without detailed insight into their pricing and features. **Respond.io’s** Growth and Advanced Plans offer straightforward, transparent pricing. The Growth plan comes in at $159/month, while the Advanced plan sits at $279/month. Both include advanced workflows, AI Agents, multiple workspaces, single sign-on (SSO) and [webhooks](https://developers.respond.io/docs/webhooks/lwocem4sq812x-overview). You also get 10 seats included, with the option to add more users, making it ideal for teams looking for a scalable, feature-rich solution without hidden pricing surprises. ### Manychat and Chatfuel Alternative: Why Respond.io is the Best Of the three, though all are great solutions, for businesses looking for transparent pricing, advanced automation and comprehensive multichannel support, respond.io is the go-to platform for keeping customer conversations flowing smoothly, no matter where they start. ![Icons%20depicting%20why%20respond.io%20is%20the%20best%20conversation%20management%20solution%20compared%20to%20Manychat%20vs%20Chatfuel.](https://images.ctfassets.net/ph8r57dk1q9w/1ymVkZZWDlssjYwe7GOmVp/2110615bd1ca459c737bd07698a32c89/manychat-vs-chatfuel-vs-respondio-image-11_f542745a15be604ad9529360b6194c68.png) It’s designed for teams of any size, with the flexibility to scale as your business grows, ensuring you’re always in touch with your audience without missing a beat. It also integrates effortlessly with the tools you rely on, from CRMs to custom channels, giving you the freedom to shape your communication system the way you need, without unnecessary hurdles or technical roadblocks. At the same time, it is continuously releasing new features like [lead management](https://help.respond.io/workspace-settings/workspace-settings-lifecycle) and [VoIP-CRM integrations](https://respond.io/blog/voip-crm-integration) to provide additional value to businesses. Moreover, with refreshingly straightforward pricing—no hidden fees or surprises—and round-the-clock, multilingual support, you can focus more on what truly matters: turning prospects into loyal clients and retaining your existing customer base. But what truly sets respond.io apart is its vision. It’s not just about offering another tool; it's about creating an entire [framework](https://respond.io/blog/conversation-led-growth) that enables your team to better capture leads and increase sales in the long and short run. Respond.io doesn’t just keep your operations running smoothly. It helps you build lasting connections with your customers, all while staying one step ahead. Ready to take your communication strategy to the next level? Discover how respond.io can reshape your operations today by [signing up](https://app.respond.io/user/register) for a free trial. ### Further Reading Did you find our article helpful? If so, you might also enjoy the following reads: - Respond.io Alternative: 4 Respond.io Alternatives to Consider [March 2024] - An Advanced Sleekflow Alternative for Large Businesses [March 2023] - Conversation-Led Growth: Where Conversations Drive Business Results ## [March 2022 Release: New Shortcuts Feature and Website Chat Logged-in User ID and More](https:/respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id) In this release, we've upgraded the Workflows Module with the new Shortcuts Feature. Plus, we've updated Vonage WhatsApp API to the new version and made improvements to Website Chat. As the saying goes, there is no shortcut to success. But with the new Shortcut feature, initiating automated processes successfully is just a click away. Save time and resources on repetitive menial tasks and focus on what matters most — your business. Plus, with the new Website Chat upgrade, you can now identify live chat Contacts easily when chatting from your customer portal. And that’s just the tip of the iceberg of what we have this release. Ready to see what else is in store? Let’s dive in. 🚀 ### Workflows Improvement: New Shortcuts Feature Although we’re deprecating the old Surveys Module, it’s not goodbye. Using Shortcuts, you can send advanced surveys built in the Workflows Module and [record answers in a Google Sheet](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-5). Plus, there is so much more you can do with Shortcuts. Shortcuts is actually a feature with several elements: - Shortcut Trigger: Workflows created with this trigger can be started using the Shortcuts Button. - Shortcut Button: Each Workflow using the Shortcuts Trigger has a corresponding button in the Messages Module. - Shortcut Form: An optional form Agents can fill to create variables to be used in a Workflow. - Shortcut Permissions: An option to restrict Agent access to the Shortcut Button. ![Start%20a%20new%20Workflow%20with%20the%20Shortcut%20Button](https://images.ctfassets.net/ph8r57dk1q9w/7FGOY3G115WwoqGVJvNKNR/6c3fe5483b0a1dd2c27372dcfd3d25e3/Featuregraphics2_5b079fd52bb8a7a6cd5f31e15d7ca309.gif) Here is just a list of examples of how Shortcuts can be used: - Support Escalation: Create a button that gets a Conversation summary from the Agent, adds the Contact to the Level 2 support queue and adds a comment for the new Agent. - New Ticket: Create a button that generates new support tickets on platforms like Zendesk, ServiceNow and Jira Service Desk. - New Deal: Create a button that gets the deal value and close date from the sales Agent and creates a deal in a CRM like Hubspot or Salesforce. - Opportunity Notification: Alert a salesperson by passing on the Contact data like name, role and company directly into a Slack notification. ![Create%20a%20Workflow%20with%20the%20Shortcut%20Trigger](https://images.ctfassets.net/ph8r57dk1q9w/XapX49jTaCiw58tnMCHdt/884cd30d3a78085002c2311f8dfcd1f7/ScreenShot2022-03-09at2_13_02PM_135567a53fb242ad96840a2bebd5b014.png) We’ve designed the Shortcut feature to be highly customizable so no matter your industry or vertical, it’s possible to design a Workflow that meets your business’ needs with precision. Plus, we’ve also made it user-friendly to search through your Shortcut options. Upon clicking the button, a pop-up menu with a list of available Shortcuts and their descriptions will appear. If you’re a Business or Enterprise plan User, this feature is readily available in the Messages Module. As for Free and Pro plan Users, [upgrade now](https://respond.io/pricing) to experience the new Shortcut button.⚡️ ### Website Chat Logged-in User ID For businesses with customer portals like insurance companies, airline services and e-commerce websites, Website Chat is one of the main channels for customer communication. However, with our current Website Chat, customers have to provide their ID repeatedly every time they start a new live chat — which is both cumbersome and prone to user mistakes. But that’s about to change with this new release. ![Sample%20of%20the%20Website%20Chat%20script%20to%20be%20added%20to%20your%20website](https://images.ctfassets.net/ph8r57dk1q9w/2TsSmTFYQPmHSlThcrWSDg/48b10a4a73466aff3eb4b7d1f9215f6a/ScreenShot2022-03-09at2_00_57PM_1e07e65acd0cb79b535dd4c814795a53.png) We’ve upgraded the Website Chat feature to identify Contacts who are logged in to your customer portal. This means businesses can: - Improve customer experience: Contacts who have messaged the business before via live chat are not required to key in their identification details again, saving them the hassle of giving the same information repeatedly. - Identify a Contact accurately: Sometimes Contacts do not provide the same information as they did previously. Now that the Website Chat recognizes logged-in Contacts, businesses are able to identify Contacts more accurately. - Merge Duplicate Contacts with confidence: Once the Contacts are identified correctly, businesses can then merge Contacts with certainty — providing them with a complete and holistic view of the Contact. The next time a Contact messages your business again via live chat, simply resume the conversation with them in the Messages Module from where they left off. With their conversation history there, it’s as though they’ve never left your chat at all. For more information on how to implement this, check out our [documentation](https://help.respond.io/website-chat-widget/website-chat-widget-overview) or reach out to our friendly [customer support team](https://respond.io/contact) for assistance. ### Bits & Bobs This wouldn’t be a respond.io release without Bits & Bobs. This month we’ve got: - Vonage API Upgrade - New Workflows Branch Condition: Assignee Status - New Workflows Branch Condition: Time Since Last Outgoing Message - Trigger Variables for Conversation Closed Trigger - New Assignee Variable: $assignee.team #### Vonage WhatsApp API Upgrade to v1.0 Good news for Vonage WhatsApp API Users! After months of waiting, Vonage has finally released the version of WhatsApp API. All Vonage WABAs on the platform will now have access to the following features: - Support for Interactive Messages - Reply-To Function for incoming messages - Contact name storage after Contact creation There’s no action needed on your side. The upgrade will happen automatically without any message loss or downtime. #### New Workflows Branch Condition: Assignee Status We’ve added Assignee Status as a new Workflows Branch Condition. For companies without a set shift or that have dedicated Agents, this branch condition allows you to set up Workflows based on your Agents’ status: Online, Offline or Busy. #### New Workflows Branch Condition: Time Since Last Outgoing Message Monitoring whether your Agent has replied to a Contact after the automatic assignment is now easier with the new *Time Since Last Outgoing Message* Branch Condition. If there’s no reply after a certain time, you can send the Contact another notification or reassign them to another Agent. #### Trigger Variables for Conversation Closed Trigger We’ve added new trigger variables for the Conversation Closed trigger. When you close the Conversation, the [list of new variables](https://help.respond.io/dynamic-variables/dynamic-variables) is available for you to use in your Conversation Closed Workflow. These variables are useful in combination with the [HTTP Request Step](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-4) to send relevant information about the conversation to your data warehouse, especially for CSAT purposes. #### New Assignee Variable: $assignee.team Are you using the Conversation Variables for Conversation reporting? We’ve added the new $assignee.team variable to make it simpler to filter your reports by Teams. 🎉 ## [March 2024 Updates: Respond 3.0 Phase One, Improved Growth Widgets, Click-to-Chat Ads Workflow, Mobile Experience and More](https:/respond.io/blog/march-2024-updates-respond-30-phase-one-improved-growth-widget-click-to-chat-ads-workflow-mobile-experience-and-more) Explore respond.io's March 2024 updates, including Respond 3.0 Phase One, Improved Growth Widget, Click to Chat Ads Workflow, Mobile Experience and More. March 2024 has brought exciting enhancements to our platform. This month’s release features major upgrades, including a redesigned respond.io platform, enhanced Growth Widgets to identify customer sources, added features to the Click-to-Chat Ad Workflows and improved mobile experience, among other improvements. Curious about the forces driving these advances? Watch our founders share their vision and see how it influences the features you use today. Now, let’s explore this month’s developments in detail. ### Respond 3.0 Phase One: Where Modern Design Meets Improved User Experience We have given the respond.io platform a fresh look and feel to help you work smarter. Its visual complexity is reduced, so you can see relevant information and features better at a glance. With better color, contrast, spacing and more, the platform is now more intuitive. This empowers you to onboard agents faster and reduce the number of mistakes made on the platform. Rest assured, your processes will continue to run seamlessly. ![Respond.io%20redesigned%3A%20A%20more%20modern%20and%20intuitive%20design](https://images.ctfassets.net/ph8r57dk1q9w/1p9avRsIvqKfD9GeYNAp7O/dfbee49b445c409c357fcd12679e27db/a370dc2c5f322db1a74a1bad4638095b_2fdbd6b80c0b48d3dcfb64ec0094ec98.png) [Respond 3.0](https://respond.io/blog/respond-30) is just getting started! We’re rolling out even more exciting enhancements in phases, each designed to enhance your experience further. Stay tuned for more improvements. ### Growth Widget now Identifies Customer Sources Our enhanced Growth Widget for WhatsApp, Viber and Email Channels now allows you to identify the webpage customers are viewing when they message you. ![How%20to%20identify%20customer%20sources%20from%20Growth%20Widgets](https://images.ctfassets.net/ph8r57dk1q9w/3LzH8DEnoUd68to7zjBqYN/9f1089a2741f32b6f269c4f0da05d150/9ede434ac7cb806613e7f144324ec4df_775f5f30854ea108039fbd96ec3c7bf2.gif) This enables you to know where your customers are from, with the widget name, source website, and page URL captured automatically and surfaced in Reports, the Inbox, and as Workflow trigger variables. With this information, you can filter Lifecycle and Contacts Reports by widget source, name, or page URL to measure which campaigns generate leads, while agents see conversation origins directly in the Inbox. ![Inbound%20message%20from%20WhatsApp%20Widget%20with%20the%20webpage%20URL%20the%20customer%20is%20viewing](https://images.ctfassets.net/ph8r57dk1q9w/3KLOQO6ZbYU0J1Zdyz0HxU/0c2c7740f3794d3164b72658ef3e8c0f/screenshot-2024-04-17-at-74216-pm_037595e22f296cbfd6f3c2b3127e702f.jpg) To [use this feature](https://help.respond.io/workspace-settings/growth-widgets#advanced_settings), simply select *Include current page URL in the pre-filled text* when configuring your website widgets. ### Click-to-Chat Ads Workflow Enhancements We've made two significant improvements to enhance your experience with Click-to-Chat (CTC) ads in the Workflows Module. #### New Contact Event for Leads Ad We've introduced a new Contact Event, *Click-to-Chat Ad: Leads Ad*. When a user fills out a form on a CTC Ad that leads to a Messenger or Instagram channel connected to respond.io, you'll be able to view the contact's responses to the form directly within respond.io. ![View%20contact%20responses%20to%20lead%20ads%20form](https://images.ctfassets.net/ph8r57dk1q9w/3E9gq20nB9sXgMHf8s9a6D/d95c829a63fb7adf676109cb1abb383a/555e754bf731fd80e21b360daccc7269_142bdf464c7c548f0a5b5bb7af14cbfd.jpg) From there, you can easily follow up on these leads by initiating contextually relevant conversations, informed by the details they've provided. This allows you to engage when their interest is at its peak, guide them through the sales funnel smoothly and improve your chances for conversion. #### Click to Chat Ads Workflow Trigger from Multiple Destinations You can now select CTC ads that have multiple destinations, such as Messenger, WhatsApp and Instagram, as a Workflow Trigger. This upgrade from single-destination to multi-destination CTC ads increases your flexibility in managing conversations from the same advertisement. ### Focused View on Ongoing Workflows in the Messages Module To streamline the navigation and management of Workflows in the Messages Module, we've updated the view for the Workflows Tab. Previously, clicking the tab displayed all available Workflows; now, it only shows ongoing Workflows for a specific contact. ![Only%20view%20ongoing%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/6JKzTo4Odhl7n1HOHvxq1G/6ab3989bbde036c344e1ea7ebab414df/1_c93d21720867230fad39ecb55dbce74c.gif) This change makes it easier for agents to manage and [stop certain Workflows](https://help.respond.io/workflows/workflows-overview#stopping_a_workflow_for_a_contact) as needed, keeping things straightforward and less overwhelming. ### Improved Mobile Experience with AI and More We’ve made improvements to the respond.io - Inbox mobile app to enhance your mobile experience. #### Translate Messages On the Go with Respond AI Translate incoming messages instantly from the mobile app so you can understand customer needs in your preferred language. ![Translate%20incoming%20messages%20instantly%20with%20AI](https://images.ctfassets.net/ph8r57dk1q9w/1oLXalBlp1m1iJmNUOQuN0/373ae1dd50508a0b2f498a6c75374ed2/2_870aa9348b87ef200530141c40b16b49.gif) Simply tap the action menu button on the message you want to translate, then tap *Translate with Respond AI*. Next, select your desired language, and the message will be instantly translated. You can also view the message in its original language after translating it by clicking on *View Original*. #### Reply to Specific Messages with AI Assist You can now draft smarter replies to specific messages with AI Assist on the go. Simply double-tap or long-press on the message you want to reply to, then tap *Reply with AI Assist*. ![Reply%20to%20specific%20messages%20with%20AI%20Assist](https://images.ctfassets.net/ph8r57dk1q9w/6sNblNkMfd1vWkdfeBQsud/5a63934ca58ddb0f425f3f099f776537/3_b3e871b88a1b5778ef135ca1a690612f.gif) #### One Tap Return to the Top of Notification and Messages Lists When scrolling through notifications on the Notification Center tab, a single tap on the bell icon will now bring you to the top of the notification list of the same status. Similarly, tapping the chat icon on the Messages tab will bring you to the top of the conversation list of the same status. ![Get%20to%20the%20top%20of%20your%20Notification%20and%20Messages%20Lists%20with%20a%20single%20tap](https://images.ctfassets.net/ph8r57dk1q9w/6ADvBOQSPuUMIyQUDvNzaG/41f8e4f4c61ae57e7f546da3911a0efa/4_161bd3156ca51f3605086ee12f044ae7.gif) Haven't downloaded our new app yet? Scan the QR code above or search “respond.io - Inbox” in the [Apple App Store](https://apps.apple.com/app/respond-io-inbox/id1667772955) or [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&pli=1). Remember to keep your app updated to enjoy the latest features and enhancements. For optimal performance, ensure your device is running the latest software version (Android 10 or higher, iOS 16 or higher). ![](https://images.ctfassets.net/ph8r57dk1q9w/7leVxvw5etkaKeqX41migY/723daccabd74987251a3e9f39449810b/jan-newsletter-12_5a44170b3b8303e4680176ef17066f2b.png) Other updates this month include: - Fully utilize the respond.io in your preferred language, as field names now support non-alphanumeric characters, including emojis. - Receipts for WhatsApp balance top-ups now include essential business information such as the User's company name, address and email - The Enterprise plan has doubled its capacity, now allowing the creation of up to 200 teams. If you’re not a respond.io user and want to experience these features and enhancements firsthand, [sign up for a free trial](https://app.respond.io/user/register) and explore our platform’s full capabilities. ## [May 2023 Updates: WhatsApp Business Migration, New Reports with Broadcast Analytics and More](https:/respond.io/blog/may-2023-updates-whatsapp-business-migration-new-reports-with-broadcast-analytics-and-more) Respond.io rolled out a series of powerful updates in May 2023, including WhatsApp phone number migration to respond.io and a brand-new Reports Module with the long-awaited broadcast analytics. Get the scoop here! Like a code snippet executing at lightning speed, time is flying by for the respond.io team. We just took stock of the updates and features released in May 2023 and are delighted at how much ground we covered in just a month. 🔥 For one, we enabled WhatsApp phone number migration so you can now consolidate your WhatsApp account management and conversations on respond.io. 🥳 We also released an all-new Reports Module that offers more flexibility and insights than ever, including broadcast analytics! Scroll down to learn more about these features and other updates across the platform. ### Migrate Your WhatsApp Phone Number to Respond.io Now that we’re a WhatsApp Business Solution Provider (BSP), you can seamlessly migrate your WhatsApp account from other BSPs to respond.io’s WhatsApp Business API. ![Migrate%20to%20respond.io%u2019s%20WhatsApp%20Business%20API](https://images.ctfassets.net/ph8r57dk1q9w/3XN07bksh22K7Taac1sIsZ/46d32398cec0fc2f7ba2c82bc1b98019/whatsapp-gif_c5e7ca355d4704e517e69f50a86a4c25.gif) This will give you enhanced reliability, cost savings and the latest features by Meta — all with zero downtime. Let’s look at what this means for you. #### Benefits of Migrating Your WhatsApp Phone Number to Respond.io As a WhatsApp BSP, we provide direct access to Meta’s cloud-hosted WhatsApp API. This means you get instant access to new features, security updates and more by Meta, as well as fast and reliable message delivery. 💪 Some BSPs, such as 360dialog, only provide the WhatsApp API without a messaging inbox and charge you a monthly license fee for the WhatsApp API. On the other hand, respond.io provides users with an omnichannel inbox and doesn’t impose any fees for WhatsApp API, so you only pay your WhatsApp conversation charges. These charges can be managed in respond.io’s WhatsApp Fees Module for transparency and convenience. ![How%20to%20migrate%20your%20WhatsApp%20phone%20number%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/65S8NzmdavgAd2h1U3qTs6/f7df2784a15972befb7590f002860c50/whatsapp-bsp-migration_19aa56893f905d196bb20101b909e4b4.gif) In fact, migrating your WhatsApp account to respond.io allows you to manage your WhatsApp Business Account (WABA) and all conversations from a single platform. 🎉 This includes creating and submitting Message Templates for approval and assistance in applying for a WhatsApp green tick. Furthermore, the migration process is seamless and won't disrupt your existing Workflows or broadcasts, so you can experience the full benefits of respond.io without any hassle. If you’re interested in migrating your WhatsApp account to respond.io, check out these [prerequisites](https://help.respond.io/whatsapp/phone-number-migration-to-respond-whatsapp-business-api#pre_migration_requirements_what_to_prepare_for_your_migration_setup) and [step-by-step instructions](https://help.respond.io/whatsapp/phone-number-migration-to-respond-whatsapp-business-api#steps_to_migrate_to_respond_io_whats_app_business_api). #### WhatsApp Account Details that will be Migrated from Your BSP Upon successful migration to respond.io, the following will be transferred from any other WhatsApp BSP account to your respond.io WhatsApp API account: - Display name - Phone number quality rating - Messaging limits - Official Business Account status - All previously approved high-quality message templates Please note that low-quality, rejected, or pending message templates will not be migrated. If you need assistance in migrating your WhatsApp API account to respond.io, our [support team](https://respond.io/contact) is ready to help. ### The All-new Reports Module with Broadcast Analytics We’ve updated the Reports Module with new and important metrics and features to help you gain deeper insights into your Workspace. Let’s dive into the changes. #### More Detailed Insights at Glance Most of our clients are large and complex companies, and we understand you have unique ways of measuring performance. To reflect this, the Reports Module has been upgraded to offer more customization opportunities and comprehensive data. 📊 ![The%20all-new%20Reports%20Module](https://images.ctfassets.net/ph8r57dk1q9w/2mHW6YtyisRa4SmuAFW107/4b52d40792990726b7f60607168a14dd/reports-gif-1_89d1ee05d4b815e663eec39a30094209.gif) To provide companies with more insightful and tailored metrics, we have enhanced data precision with additional tabs and filters, and improved charts and tables to convey complex data effectively. You can now perform in-depth analyses of the following: - Conversation volume and traffic - Response and resolution times - Messages sent and received - Contact assignment - Contact addition, connection, deletion and merge - Broadcast performance We are confident that these will empower you to make more informed decisions and optimize your Workspace for better results. #### Measure Performance Based On Assignment Time Previously, the Reports Module measured response and resolution times according to how long agents took to respond to customer messages. However, for businesses that don’t operate 24/7, messages received outside business hours skewed these metrics. ⏰ ![Enjoy%20more%20comprehensive%20and%20precise%20agent%20performance%20data](https://images.ctfassets.net/ph8r57dk1q9w/6Ru2VSkhuhh01oe2GFgY0L/24418db49fa1e4bb26ca965e746ed00d/reports-gif-2_ad20ddbdd0c47bb7e486b87ecb723863.gif) We're excited to introduce new metrics that allow you to measure performance based on first or last assignment time. Look out for the following graphs in the Responses and Resolutions tabs: **Average First Assignment to First Response Time***:* This metric excludes the time the Contact assignment took, counting only the average time agents take to send the first response once they’ve been assigned. **Average First Assignment to Close Time:** This metric excludes the time the Contact assignment took, counting only the average time agents take to resolve a conversation once they’ve been assigned. **Average Last Assignment to Response Time:** This metric measures how long the last agent assigned took to send a first response to the conversation that had been escalated or rerouted. **Average Last Assignment to Close Time:** This metric is useful to measure how long the last agent took to resolve a conversation that had been escalated or rerouted. The Breakdown tables on the right side of each Report page can be used to identify trends in assignment, response and resolution times to fulfill Service Level Agreements and spot areas for improvement. #### Enjoy Improved User Performance Reports While it was previously possible to gauge user performance by metrics such as closed conversations and average response or resolution times, we wanted to provide you with more tools to track better and optimize efficiency. ![Gain%20insights%20at%20a%20glance%20with%20intuitive%20graphs](https://images.ctfassets.net/ph8r57dk1q9w/3Of4h4PUZwkUPJLwnSJKye/064b31dd8c4c4bb132a6e373cd332fe8/reports-gif-3_3bb15fb83a99cbc1c8564e2577dc6621.gif) Loaded with multiple intuitive graphs, the Leaderboard tab and Users tab now offer a detailed view of individual and team performance. You can even compare performance among team members or teams to identify top or weak performers. 📈 #### Use Advanced Filtering Options Each reporting tab in the Reports Module features new and improved filtering options for more in-depth analyses of your Workspace. ![You%20can%20now%20filter%20data%20based%20on%20your%20desired%20criteria](https://images.ctfassets.net/ph8r57dk1q9w/2C107wP11PsKzKKltTVw84/9172c11d4c6a13752428cadee360d242/reports-gif-4_4c937910baf265d80bf77fb2e1ae5013.gif) These filters will help you segment data based on specific criteria such as channels, teams, conversation categories, agent assignments and more. Spotting trends and issues in your operations has never been this easy. #### Analyze Your Broadcast Campaigns By popular demand, you can now analyze broadcast performance! The all-new Broadcasts reporting tab gives you the tools you need to measure the performance and impact of your campaigns effectively. 📣 ![The%20new%20Broadcasts%20reporting%20tab](https://images.ctfassets.net/ph8r57dk1q9w/4zMlwcXx5QpwamSKA0OfHS/220c4833541cdcd53e5e92bc269e4749/reports-gif-5_e26cea42e50032d26d0a6d88e2c5b5b0.gif) Here you can find out the total number of recipients for each broadcast, as well as its read rates. You can also view the number of and failed broadcasts, total messages sent and the delivery status of your broadcast messages. ![Gain%20insights%20into%20the%20performance%20of%20specific%20broadcast%20campaigns](https://images.ctfassets.net/ph8r57dk1q9w/1Obe7jz1S2ceYd0YET9yxq/d8bccc036931394c233a15fe8406bf8c/report-gif-6_1776458bf740c8572508656fbe00e2f5.gif) Breaking down broadcast analytics from a campaign level to a message level is also possible. In the Messages tab, click on *Add Filter* and search for the Broadcast Name. This shows you the Contacts who have received or failed to receive your message in the selected broadcasts, as well as the message delivery status (sent, delivered, read and failed) for each Contact. Do note that certain graphs and tables only present data collected from the launch date onwards. This module is only available for Business plan users and above. [Upgrade now](https://respond.io/pricing) to start using the new Reports Module, or learn more about it in our [Help Center](https://help.respond.io/dashboard-reporting/reports-overview). ### New Updates for an Improved User Experience We’re continuously upgrading our user experience to provide greater flexibility for unique business needs and convenience for higher productivity. Let’s run through some of this month’s updates across the platform. #### Create and Edit Segments in the Broadcast Builder Managing Segments is now easier than ever. Before, you could only create and edit Segments from the Contacts Module. Now, you can effortlessly do both directly within the Broadcast Builder so you no longer have to go back and forth between the two Modules. 🥳 ![Create%20and%20edit%20Segments%20directly%20from%20the%20Broadcast%20Builder](https://images.ctfassets.net/ph8r57dk1q9w/4pPM5QyWSbdEX5Wd2nVIRW/e6f6f9f41174f41c12297c73f7848377/broadcast-builder_649e918b0c3ab8610d6f9b71ed4f37ea.gif) This also means that it’s now possible to edit Segments on the fly while building a broadcast, saving you valuable time. Additionally, the new Contact count at the top right of the Segment filter drawer displays the number of Contacts included in each segment. These improvements will enhance your ability to create and customize Segments for more efficient targeted messaging. #### Make Shortcut Form Fields Mandatory Previously, users were able to initiate a Shortcut without filling out any fields in the Shortcut Form. This led to the submission of incomplete data, which created disruptions when escalating cases or transferring Contact data to other software as crucial information was missing. ![Make%20Shortcut%20Form%20fields%20mandatory](https://images.ctfassets.net/ph8r57dk1q9w/4U7cjnUtRbwZHTIjFOi1OP/62a91d74843ba76dbe00676214668c35/shortcut-form_c6f61d16ae09260f782ea74c07ff2a09.gif) To address this, we've introduced the ability to mark specific fields in your Shortcut Forms as mandatory or required. 📄 ![Agents%20will%20have%20to%20fill%20in%20a%20required%20field%20to%20submit%20a%20form](https://images.ctfassets.net/ph8r57dk1q9w/1IGk6axahpv5Da7ZcgKdLx/07d3a43c2018ae5df03ee15ab486f4c7/shortcut-form-2_814b11ee61ffc6b6b36d5cf0ca1dd3f9.jpg) Now, you can ensure that users have to fill out all necessary information before proceeding with the Shortcut. Say goodbye to incomplete Shortcut initiations and the headache of chasing for missing data. #### Improved Find a Contact Search Action in Zapier Our commitment to seamless integration with Zapier continues with an exciting update. Previously, you might have encountered a frustrating 404 error when your Zap couldn’t find a Contact. 👤 Not anymore! ![Improved%20Find%20a%20Contact%20search%20action%20in%20Zapier](https://images.ctfassets.net/ph8r57dk1q9w/3nBd3JdPmGWqPuIjBNekdN/21b5ecf29b25460f8daae4540b313a52/find-a-contact-search-action-on-zapier_a8a50fa7eca33719133dec4be2c9ef75.jpg) We've made significant improvements to our Find a Contact Search Action in Zapier. Now, instead of a *contact not found* error, you will receive a response indicating *zap-search-was-found-status:false*. This empowers you to automatically handle scenarios where contacts might be missing from your system, rather than having your automation end with a 404 error message. No more roadblocks, just smooth automation at your fingertips. #### New Notification Preferences We’ve made enhancements to the notification preferences feature. You can access it by going to *Settings > Notification Preference* and selecting which notifications you’d like to receive. ![Select%20which%20notifications%20you%u2019d%20like%20to%20receive](https://images.ctfassets.net/ph8r57dk1q9w/1y9QfMpJGNXrOPWdRMtWVi/c0b5baed95c63543fcd272551f068962/notification-preferences_c71c3beb1c4556be2d83f776f74b740b.jpg) This new functionality is now available for both desktop and mobile push notifications, allowing you to receive notifications for assigned contacts, unassigned contacts or mentions as you like. ### A More Personalized Onboarding Experience We're excited to introduce the latest update to our onboarding experience, designed to provide a more personalized journey from the moment you join respond.io. New users who sign up will be able to see businesses in their region that are already benefiting from respond.io. Read their testimonials and draw inspiration from the possibilities that can be achieved with the right software. ![New%20users%20can%20view%20testimonials%20from%20respond.io%20clients%20in%20their%20region%20and%20access%20a%20relevant%20channel%20guide](https://images.ctfassets.net/ph8r57dk1q9w/4wkqX6rgkAriCHZsZskIyY/fb2fdd6ae173bb8d5985d036d6a5d36e/onboarding_6be6d0b1f23618837046dfc6d5966122.gif) This improved onboarding also gives you a more relevant channel guide based on your needs. You can quickly connect your desired channels to start messaging customers or making the most of our features. To check out this experience, [sign up](https://app.respond.io/user/register) for a new respond.io account. ### Respond.io Free Trial Now Upgraded to Business Plan We are thrilled to announce the upgrade of our free trial from the Team plan to the Business plan! Now, you can enjoy a host of premium features and unleash respond.io’s full potential from the get-go to understand how it can address your specific business needs. ![The%20respond.io%20free%20trial%20has%20been%20upgraded%20from%20the%20Team%20plan%20to%20the%20Business%20plan](https://images.ctfassets.net/ph8r57dk1q9w/AEtf553F103uoO4mH8ueS/54c8ba9bd777191f8eb31b0df65c16d4/business-trial_756b010742a729a1c5c2af14159c2f1a.gif) Here are some of the benefits you’ll receive: - Amplified User, MAC, Workflow limits and more: Add more users to the platform, engage with more contacts and expand your automation capabilities, among others. - Expanded feature set, including webhooks, Developer API and custom channels: Get access to a variety of advanced features to streamline operations, enhance productivity and deliver exceptional customer experiences. - Advanced insights for workload and conversation tracking: Gain in-depth reports and analytics to understand your customer base better, measure agent and campaign performances, and make data-driven decisions to drive your business forward. To take advantage of the Business plan free trial, simply [sign up](https://app.respond.io/user/register) for a new respond.io account. For inquiries or assistance, feel free to [contact our support team](https://respond.io/contact). ## [Messenger Auto Reply: How to Set It Up in 3 Steps ](https:/respond.io/blog/facebook-messenger-auto-reply) Facebook Messenger auto reply message is an effective way to level up your customer experience. Find out how to create Facebook automated responses through respond.io. Facebook Messenger auto reply messages are an effective way to elevate your customer experience. In this article, we’ll explore the benefits of setting up Facebook automated responses and the different methods of creating them. Plus, we’ve compiled the most popular auto reply messages for your business. ### Facebook Messenger Auto Reply: The Basics In this section, you’ll learn what are Facebook Messenger auto reply messages and how your business may benefit from them. #### What is Facebook Messenger Auto Reply? Facebook Messenger auto reply messages refer to automated responses to incoming [Messenger](https://respond.io/blog/facebook-business-chat) chats. Common types of auto reply messages include [Welcome Messages](https://respond.io/blog/welcome-messsage-for-facebook-page) and [Away Messages](https://respond.io/blog/away-message-for-business). #### Why Should You Use Facebook Messenger Auto Reply? There are many reasons why Facebook Messenger auto reply messages matter. Firstly, when you acknowledge new customers with a Welcome Message, it helps you make a good first impression on them. ![This%20is%20an%20image%20showing%20the%20benefits%20of%20Facebook%20Messenger%20auto%20reply%20messages.](https://images.ctfassets.net/ph8r57dk1q9w/3LajUi8a9qXvX8XbAquswr/2bef55d6a8dcf1314ee8145b6117e866/FBAutoReplyImage01_d0660eb6b7697991302de0da3a32b65b.png) Away Messages also set the right expectations about response time when you can’t respond to customers right away. Plus, businesses can take advantage of Welcome and Away messages by greeting customers and asking for their details at the same time. Auto reply messages also allow you to send quick and consistent messages, making it easier to earn the [Very responsive to messages](https://www.facebook.com/help/475643069256244) [badge](https://www.facebook.com/help/475643069256244). However, their functionality is limited to this initial interaction and doesn't extend to following up on customer messages. For proactive follow-ups like appointment reminders or shipping confirmations, you can create and send custom Messenger utility templates through respond.io. To manage conversations effectively and provide timely follow-ups, you need to use [conversational AI](https://respond.io/blog/conversational-ai) tools like [AI Agent](https://respond.io/blog/ai-sales-agent). They can intelligently converse with customers, enhancing the overall [customer experience](https://respond.io/blog/ai-customer-experience). Now that you’ve learned the basics of Facebook automated responses and their limitations, let’s dive into the setup process. ### How to Set Up Facebook Messenger Auto Reply There are two ways to set up Facebook Messenger auto reply messages — through Facebook Page Inbox and respond.io. The former is intended for small companies that only use Messenger, while the latter is ideal for large companies that also use other Meta products like [WhatsApp API](https://respond.io/blog/whatsapp-business-api) and [Instagram](https://respond.io/blog/instagram-direct-message-api) for messaging. Plus, the [advanced automation](https://respond.io/blog/inbound-conversations) on respond.io allows you to capture customer details and [send auto reply messages with context](https://respond.io/blog/auto-reply-message-for-business) based on customer categories. #### How to Set Up Facebook Automated Responses in Facebook Page Inbox To create Facebook Messenger automated responses such as instant replies and away messages, you need to be a [Page admin, editor or moderator](https://www.facebook.com/help/289207354498410?helpref=faq_content). Start by going into the Manage Page settings of your Facebook Page. ##### How to Set Up an Auto Reply on Facebook Messenger **Step 1: Go** to Inbox. ![This%20is%20an%20image%20showing%20the%20steps%20involved%20in%20Facebook%20Messenger%20auto%20reply%20or%20Facebook%20automated%20responses%20through%20Facebook%20Inbox.%20In%20order%20to%20create%20Facebook%20Messenger%20automated%20responses%2C%20you%20need%20to%20be%20a%20Page%20admin%2C%20editor%20or%20moderator.%20To%20start%2C%20go%20to%20your%20Facebook%20page.%20Then%2C%20go%20to%20Inbox.%20Check%20out%20the%20blog%20for%20more%20info%20on%20how%20to%20set%20auto%20reply%20in%20facebook%20messenger%202021](https://images.ctfassets.net/ph8r57dk1q9w/4eWC2ftA9teEWDUDDqrxJg/4d23552f0b2403096af548f14f0e8a47/ScreenShot2022-04-15at11_36_43PM_14d20be34ab02506fb5246bec820331f.jpg) **Step 2: Click** on *Automations*. ![This%20is%20an%20image%20that%20illustrates%20the%20steps%20involved%20on%20creating%20Facebook%20Messenger%20auto%20reply%20or%20Facebook%20automated%20responses%20through%20Facebook%20Inbox.%20The%20second%20step%20to%20creating%20auto%20reply%20messenger%20facebook%20%20%20is%20to%20Click%20on%20Automations.%20Check%20out%20the%20blog%20for%20more%20info%20on%20how%20to%20set%20auto%20reply%20in%20facebook%20messenger%202020.%20](https://images.ctfassets.net/ph8r57dk1q9w/72pWs0P2j9lQ9re87UYHkh/2ffdc7433a59d038d8d9bf2c724283e4/ScreenShot2022-04-15at11_38_15PM_de590fc90a7807619c8ebfcd01f0212b.jpg) **Step 3: Toggle on** *Instant Reply* at the top. ![This%20is%20an%20image%20that%20illustrates%20the%20steps%20involved%20on%20creating%20Facebook%20Messenger%20auto%20reply%20or%20Facebook%20automated%20responses%20through%20Facebook%20Inbox.%20The%20third%20step%20to%20creating%20facebook%20messenger%20auto-reply%20is%20to%20Navigate%20to%20Instant%20Reply%20and%20turn%20on%20the%20toggle.%20%20Check%20out%20the%20blog%20for%20more%20info%20on%20how%20to%20set%20auto%20reply%20in%20facebook%20messenger%202020.%20Read%20the%20blog%20for%20more%20details%20on%20facebook%20messenger%20auto%20reply%20personal%20account%202020](https://images.ctfassets.net/ph8r57dk1q9w/3mqjFPKzgn7L2qPNd50A6o/1a72c791154f6efd79ab7bb873bde063/ScreenShot2022-04-21at2_26_19PM_d25ae5f7eb3c2a4c9e6a1bbb9a19633c.jpg) **Step 4: Select** Messenger as the platform. ![This%20is%20an%20image%20on%20how%20to%20set%20up%20facebook%20business%20messenger%20auto%20reply.%20To%20set%20auto%20reply%20facebook%20messenger%2C%20select%20Messenger%20as%20the%20preferred%20platform%20by%20checking%20the%20box.%20Read%20the%20blog%20for%20more%20information%20on%20how%20to%20set%20up%20auto%20reply%20in%20facebook%20messenger%2C%20as%20well%20as%20facebook%20messenger%20auto%20reply%20sample](https://images.ctfassets.net/ph8r57dk1q9w/2Hj8LFmxGKFzDsWVms4mkf/038c065fb77207e25db13d9ce6dd3fe8/ScreenShot2022-04-21at2_26_28PM_aa09e0ec74f09998fbfdd7c0b4ec27c5.jpg) **Step 5: Write** your auto reply message and click *Save Changes*. ![This%20is%20an%20image%20on%20how%20to%20set%20up%20facebook%20messenger%20auto%20reply%202020.%20Wonder%20how%20to%20set%20up%20auto%20reply%20on%20facebook%20messenger%3F%20Compose%20your%20Facebook%20Messenger%20auto%20reply%20message%20through%20Facebook%20Inbox.%20Read%20the%20blog%20for%20more%20info%20on%20how%20to%20change%20auto%20reply%20on%20facebook%20messenger.](https://images.ctfassets.net/ph8r57dk1q9w/ug1SRDGHSeV51CpAhENPP/e5adbdef835a5047e0e0b4871cb666c9/ScreenShot2022-04-21at2_26_38PM_445b24f38766e0af2192f6bafad12a42.png) Here, you can choose to personalize the auto reply with the contact’s name. You may also test the auto reply by sending it to your mobile device. Finally, click on *Save Changes* to publish the auto reply message. > Facebook auto replies are limited to 500 characters! If your [Page is set to Away](https://www.facebook.com/help/800788243369168?helpref=faq_content), instant replies won’t be sent. These messages also don’t count toward your Page’s [response rate or response time](https://www.facebook.com/help/1625715647696553?helpref=faq_content). Next, we’ll show you how you can set up an away message through the Facebook Page Inbox. ##### How to Set Up an Away Message in Facebook Page Inbox **1\. Navigate** to Away Message in Automations. Then, check the Messenger box. ![This%20is%20an%20image%20that%20shows%20how%20set%20Up%20an%20Instant%20Reply%20in%20Facebook%20Page%20Inbox.%20First%2C%20navigate%20to%20Away%20Message%20in%20Automations.%20Then%2C%20check%20Messenger%20as%20the%20preferred%20channel%20by%20checking%20the%20box.](https://images.ctfassets.net/ph8r57dk1q9w/46kuyuVVAAUDeYroNTP470/80a0ab323640d5ef0426e52f4254f2c7/screenshot-2023-08-30-at-102603-am_085cb9fe927008a999da400084cf6d66.jpg) **2\. Set** your away hours in the *Timing* section. ![This%20is%20an%20image%20that%20shows%20how%20set%20Up%20an%20Instant%20Reply%20in%20Facebook%20Page%20Inbox.%20To%20do%20so%2C%20schedule%20times%20to%20be%20away%20each%20week%20in%20the%20Timing%20section.](https://images.ctfassets.net/ph8r57dk1q9w/5cRfDoKmSlGvWSbn8XfDWf/beb56db86af5e9acff2d813083faee80/screenshot-2023-08-30-at-102728-am_42eb0ea21f6c5ef5435b18568ebb66b5.jpg) **3\. Draft** your message, preview it and save. ![This%20is%20an%20image%20that%20shows%20how%20set%20Up%20an%20Instant%20Reply%20in%20Facebook%20Page%20Inbox.%20To%20do%20so%2C%20customize%20the%20away%20message.](https://images.ctfassets.net/ph8r57dk1q9w/1CWAwwoonGsyMN1HoQPKe4/eadc3e092e6545dc633639b30a6a830b/screenshot-2023-08-30-at-102745-am_c1e764cf3c18b12fb6ace048cc950743.jpg) You may preview your message on Facebook Messenger. Lastly, click on *Save Changes*. And your away message is now live! > Following Meta’s latest Handover Protocol updates, you can only use one main app—either Facebook Page Inbox or a third-party inbox like respond.io. Only the main app will receive messages. Next, we'll walk you through setting up Facebook Messenger auto replies on respond.io. Before you begin, make sure to disable Facebook Page Inbox and set respond.io as your primary app. #### How to Set Up Facebook Automated Responses on Respond.io Thanks to [Workflows](https://respond.io/blog/inbound-conversations), creating Facebook automated responses is quick and easy on [respond.io](http://respond.io). To get started, sign up for a [respond.io account](https://app.respond.io/user/register) and go to the Workflows module. **1\. Set** the Workflow Trigger to Conversation Opened. ![Image%20depicting%20the%20start%20of%20a%20respond.io%20workflow](https://images.ctfassets.net/ph8r57dk1q9w/2UdYsasNBqUf2M2ObzqlQj/cfda46fefbbd5224d6af27ea154abe59/Conversation_opened.png) **2\. Add** a [Date & Time Step](https://help.respond.io/l/en/workflows/workflow-steps) to define your business hours if you only want auto replies sent at certain times. ![Image%20showing%20the%20date%20and%20time%20setup%20on%20respond.io%27s%20Workflows.](https://images.ctfassets.net/ph8r57dk1q9w/2lsVCsb5hUnyRtbnWxQ57a/1cce081716fdb9a6ea0fdd1fdac32f8b/date_time_setup.png) **3\. Add** one or more [Send a Message Steps.](https://help.respond.io/l/en/workflows/step-send-a-message) You can create different types of auto reply messages in a single Workflow. In the configuration drawer, set the Channel to Facebook Messenger, and Message Type to text. Then, compose the auto reply message(s). You can also create custom Messenger utility templates for follow-up messages like appointment reminders or order updates. ![Image%20showing%20the%20set%20up%20of%20Welcome%20and%20Away%20messages](https://images.ctfassets.net/ph8r57dk1q9w/73h6pxUQrCF2s5lgJEx083/09c0c56d598307966b4bb926613275bb/welcome_away_messages.png) To collect customer information, add an [Ask a Question](https://respond.io/blog/question-bot) step after your welcome message. Their answers will be stored as [Variables](https://help.respond.io/dynamic-variables/dynamic-variables) that you can use elsewhere in the Workflow. ![Image%20depicting%20the%20ask%20a%20question%20step%20in%20respond.io%27s%20workflows%20module](https://images.ctfassets.net/ph8r57dk1q9w/4Ll718riA4CHRs696aIZ6M/54e7040bbb7897bca4701734402f028a/ask_a_question_step.png) Next, we’ll share some Facebook Messenger auto reply examples designed for different situations. ### 9 Facebook Messenger Auto Reply Examples Here are some popular Facebook Messenger auto replies for business, broken down into welcome, away and lead capture messages. #### Welcome Messages Make a good first impression with a warm, friendly greeting. 1. “Thanks for reaching out to [business name]. How can we help you?” 2. “Hi! 👋 We are so excited to hear from you! Let us know how we can assist you.” 3. “Hi there! Welcome to [business name]. What can we do for you today?” #### Away Messages Set expectations when you're not available and let customers know when to expect a response. 1. “Hello! We’re closed right now, but we’ll get back to you around [time]. If you have any urgent questions, check out our FAQ section here: [URL].” 2. “Hey! Just wanted to let you know that we have received your message and will be in touch by [time].” 3. “Thanks for your message! We’re currently out of the office, but we’ll get back to you first thing in the morning.” #### Lead Capture Messages Capture customer details and show customers that you value their interest with a Facebook auto reply message. 1. “Thank you for contacting [business name] on Messenger. In order to assist you, please provide your email address.” 2. “Thanks for your message! May we have your name and phone number?” 3. “Hello, please leave your name and email address below and we will be in touch shortly.” In summary, start and maintain good customer relations with the use of auto replies. Improve your customers’ experience today with Facebook automated responses. Start automating replies and more with an AI-powered customer conversation management software and a badged Meta Business Partner. Create a free respond.io account and [connect Facebook Messenger to the platform](https://help.respond.io/facebook-messenger/facebook-messenger-overview). ### Do More with Messenger on Respond.io Messenger auto replies are a solid start, but they’re not built for scale. If your inbox is getting busier, the basic tools on Facebook won’t cut it. That’s where respond.io comes in. It gives you the flexibility, automation and visibility you need to stay on top of conversations and grow, minus the chaos. - Omnichannel Inbox: Manage conversations from Messenger, Instagram, WhatsApp, Telegram, TikTok and more in one place. ![Image%20showing%20the%20channels%20supported%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4nAQfA4K2h053vNEvuDpcr/01438aa55f502ae8ce0d0cb3b2e720f3/channels.png) - Smart Inbox Capabilities: Assign chats, tag teammates, leave internal notes, start WhatsApp calls and use AI Assist & Prompts to reply faster and more clearly. ![Image%20depicting%20respond.io%27s%20contact%20view](https://images.ctfassets.net/ph8r57dk1q9w/2uvI0bZNfgKCxmuaWZaNIW/6b513aad70b5a9c16186195a2865bacb/respond_contacts.png) - CRM Integrations: Sync data and automate actions across HubSpot, Salesforce, Zapier, Make and other popular tools. ![Image%20showing%20respond.io%27s%20range%20of%20CRM%20integration%20options.](https://images.ctfassets.net/ph8r57dk1q9w/1H87qo64Zom0CjczbFYlsj/faf05091167242a89224d262bf3e8b3b/CRM_Integrations.png) - Lifecycle Tracking: Track every contact from first message to follow-up to make sure no one falls through the cracks. ![Image%20depicting%20respond.io%27s%20Lifecycle%20feature](https://images.ctfassets.net/ph8r57dk1q9w/3oXwxrb4kqG4VjpcLYNymr/452288346b8f7e31e9304aad046a4f8c/Lifecycle.png) - Analytics and Reporting: Monitor response times, ad conversions and agent activity across your whole team. ![Image%20showing%20respond.io%27s%20reporting%20features.](https://images.ctfassets.net/ph8r57dk1q9w/2Sb6tcaHyLbKmzQgU6K5F3/7c1503d834dae73bb4cbd23845465339/Reports.png) Whether you're scaling support, qualifying leads or running campaigns, respond.io helps you do more with Messenger, and every other channel your customers love. ### Further Reading If you enjoyed reading this article, check out more articles below: - The Practical Guide to Facebook Messenger Ads - The Ultimate Guide to Facebook Messenger for Business - How To Add Facebook Messenger To Your Website - A How-to Guide to Facebook Messenger Welcome Message ### Further Reading If you enjoyed reading this article, check out more articles below: - The Practical Guide to Facebook Messenger Ads - The Ultimate Guide to Facebook Messenger for Business - How To Add Facebook Messenger To Your Website - A How-to Guide to Facebook Messenger Welcome Message ## [Messenger Broadcast: How to Send a Facebook Messenger Broadcast ](https:/respond.io/blog/facebook-messenger-broadcast) Want to send broadcast messages to your customers? We’ll show you the benefits and best practices of using Facebook Messenger broadcast and how to set it up with respond.io. Want to learn more about how you can use Facebook Messenger to send bulk messages? In this article, we’ll detail what a Facebook Messenger broadcast is, how it benefits businesses and the best way to use it. Lastly, we’ll also go through how to set up Messenger broadcasts with respond.io. ### Facebook Messenger Broadcast vs Email Marketing: Which is Better? Order notifications. Shipping updates. Product launches. Businesses have been relying on traditional channels like email to broadcast messages for these purposes. Even though they’re the go-to method for sending mass messages, that doesn’t mean they’re effective in reaching or building a relationship with customers. With email broadcasting, there’s a high chance that some contacts in your mailing list are not receiving your broadcasts as most major email providers filter out certain emails to the *Junk* or *Spam* folders. Email also has a problem with a [low open rate](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#:~:text=2018%20%7C%20Source%3A%20Statista-,Messaging%20App%20Engagement%20Rates,-It%20feels%20like) [of only 15%](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#:~:text=2018%20%7C%20Source%3A%20Statista-,Messaging%20App%20Engagement%20Rates,-It%20feels%20like). Irrelevant content, too frequent emails or spam, outdated email lists, time of delivery and content not optimized for mobile are some of the reasons that affect the open rate. ![This%20is%20an%20image%20that%20describes%20the%20limitations%20of%20using%20email%20broadcasting.%20It%20has%20a%20lower%20open%20rate%2C%20there%27s%20issue%20with%20email%20filtering%20and%20lastly%2C%20emails%20are%20scattered%2C%20making%20it%20difficult%20to%20track%20conversation%20history.%20Instead%20of%20using%20email%2C%20try%20broadcast%20with%20FB%20and%20we%27ll%20explain%20how%20it%20works%20in%20detail%20below.%20](https://images.ctfassets.net/ph8r57dk1q9w/6bbkog5hM7sJttFACRMwry/844bbd9950331134c52dee141101d12a/FacebookMessengerBroadcastImage01_3752cd107fea248cbfe78c584371750d.png) Emails threads are often scattered, making it difficult to track conversation history for context. Oftentimes, customers forget to reply to all recipients, neglect to CC someone in the thread, or might not reply to the same email. For example, if a customer sends a new email asking to follow up on a broadcast reply, the agent would need to go through multiple emails to find said conversation before responding. So what can businesses do to improve this? They can pivot to instant messaging apps like [Facebook Messenger](https://respond.io/blog/facebook-business-chat) to reach customers quickly and effectively. In the next section, we’ll introduce Facebook Messenger Broadcast and its benefits. #### Why use Facebook Messenger Broadcast? Launched in 2011, Facebook Messenger is one of the most popular chat apps with 1.3 billion monthly active users worldwide. This messaging channel is especially [popular in the United States](https://respond.io/blog/facebook-business-chat#toc-mobile-3) due to its ability to integrate SMS into the app. This allows users to access both Messenger and text messages in one place, helping them to stay on top of their conversations. ![alt%3D%22This%20is%20an%20image%20that%20describes%20the%20benefits%20of%20using%20Facebook%20bulk%20message%20sender.%20High%20open%20rate%3A%20FB%20broadcasts%20have%20an%20average%20open%20rate%20of%2080%25%20as%20people%20spend%20more%20time%20checking%20messages%20on%20Messenger%20than%20email%20Bite-sized%20message%3A%20Offers%20short%2C%20easy-to-digest%20messages%20to%20get%20customers%20interested%20and%20engaged%20Immediate%20response%3A%20Provide%20real-time%20replies%20and%20is%20supported%20by%20automation%20features%20like%20instant%20replies%20so%20customers%20are%20never%20left%20hanging%20Follow%20up%3A%20Allows%20you%20to%20trace%20conversation%20history%20and%20have%20an%20overview%20of%20the%20contact%u2019s%20profile%20with%20their%20information%20so%20that%20you%20can%20follow%20up%20easily%20on%20customers%u2019%20queries%22](https://images.ctfassets.net/ph8r57dk1q9w/4UxyD0xrYu2bgKXzFXjFjh/af384a4fcc9179c568a84c3a9463fb45/FacebookMessengerBroadcastImage02_84ed74e0d270ff3ab17d76d9f4b99e3a.png) Here are some benefits of using Facebook Messenger Broadcast with a messaging inbox like respond.io: - High open rate: Facebook Messenger broadcasts have an average open rate of 80% as people spend more time checking messages on Messenger than on email - Bite-sized message: Offers short, easy-to-digest messages to get customers interested and engaged - Immediate response: Provides real-time replies and supports automation features like instant replies so customers are never left hanging - Follow-up: Allows you to trace conversation history and have an overview of the contact’s profile so that you can follow up easily on customers’ queries In the section below, we’ll give you the lowdown on everything you should know about Facebook Messenger broadcasts. ### Broadcast Facebook Messenger: What You Should Know Interested to know more about Facebook Messenger broadcast but don’t know if it’s suitable for your business? We’ll detail everything you need to know to help you decide. ![This%20is%20an%20image%20that%20describes%20the%20limitations%20of%20bulk%20facebook%20message.%20First%2C%20it%20does%20not%20support%20broadcasts.%20Secondly%2C%20it%20doesn%27t%20allow%20businesses%20to%20import%20contacts.%20](https://images.ctfassets.net/ph8r57dk1q9w/9vWTqTyfwalBFXeolsXTo/f30c9e6516df9f56fab4da948fcabb77/FacebookMessengerBroadcastImage03_4c38ca5a88dc6eee438c4f2ec61c8d7d.png) Unlike other messaging channels like [Viber](https://respond.io/blog/viber-bulk-message) and [WhatsApp](https://respond.io/blog/whatsapp-broadcast), Facebook Page Inbox does not support broadcasts. Businesses need a messaging inbox like respond.io to send broadcast messages. Facebook Messenger Broadcasts can only be sent to customers who have become your contacts on Facebook, not contacts from an imported list. To grow your Facebook contacts, [get customers to send you the first message](https://respond.io/blog/facebook-business-chat#toc-mobile-8). [Click to Messenger ads](https://respond.io/blog/facebook-messenger-ads#toc-mobile-2) and the *Send Message* call-to-action button on your Facebook Page both allow customers to start a conversation with you on Messenger with just a click. Once they've sent you the first message, they are now your Contacts and you can start sending them broadcast messages using Facebook message templates. We’ll discuss Message Tags more in the next section. #### Sending Broadcasts with Message Tags To prevent businesses from spamming customers and to encourage prompt replies, Facebook implemented a 24-hour messaging window restriction. Once the messaging window closes, you can’t send the Contact any messages. However, businesses must now use Meta-approved message templates to send updates and notifications to customers outside the 24-hour messaging window. There are four types of Facebook Message Tags: - Confirmed Event Update - Post-Purchase Update - Account Update - Human Agent ![This%20is%20an%20image%20that%20describes%20how%20to%20broadcast%20message%20on%20messenger%20using%20message%20tags.%20there%20are%204%20types%20of%20message%20tags%3A%20confirmed%20event%20update%2C%20post-purchase%20update%2C%20account%20update%20and%20human%20agent.%20businesses%20can%20use%20any%20one%20of%20these%20tags%20to%20send%20facebook%20blast.%20](https://images.ctfassets.net/ph8r57dk1q9w/1c0NR7723cz3AJRpy4O7Mw/6f61d16c6cbcb38150c95362b58a5381/FacebookMessengerBroadcastImage05_eaea38f265d71796649d0715a702060b.png) With the Human Agent tag, you get to enjoy a 7-day messaging window instead of 24 hours, giving you additional time to respond to customers. The Human Agent tag is currently in Beta and is only available to selected businesses like respond.io. The tag is especially useful for businesses with a longer sales cycle as salespeople would need more time to build a relationship, follow up with customers and answer their queries before [closing the deal](https://respond.io/blog/messenger-sales). The [support team](https://respond.io/blog/facebook-messenger-for-customer-service) can also benefit from this. A longer messaging window means they have more time to follow up on complex queries that could take days to solve. While the Message Tag function is convenient for businesses, you also have to adhere to the [Message Tag Rules](https://respond.io/blog/facebook-message-tag#toc-mobile-3), put in place to prevent customers from being spammed with unwanted messages. Violations may result in a broadcast ban by Facebook. Now that you know how Message Tags work, let’s take a look at the dos and don’ts of sending Facebook Messenger broadcasts. #### Best Practices for Sending Broadcasts Here are a few best practices to help you get maximum engagement and results from your Messenger broadcast. Want to capture customers’ attention? Keep your messages short and straightforward to prevent customers from losing interest. If your customers feel like they’re talking to a machine, they might leave the conversation. Make sure to [personalize your messages](https://help.respond.io/dynamic-variables/dynamic-variables) to capture their interest. ![This%20is%20an%20image%20that%20describes%20the%20best%20practices%20of%20broadcast%20facebook%20messenger.%20You%20want%20to%20keep%20your%20message%20short%20and%20simple%20to%20prevent%20customers%20from%20dropping%20out%20of%20the%20conversation.%20Personalisation%20is%20also%20important%20so%20that%20customers%20don%27t%20feel%20like%20they%27re%20talking%20to%20a%20machine.%20It%27s%20also%20important%20to%20segment%20your%20audience%20and%20only%20send%20relevant%20content%20to%20the%20group%20of%20customers%20that%20are%20interested%20in%20the%20content.%20Want%20to%20know%20how%20to%20send%20bulk%20messages%20on%20facebook%3F%20read%20on%20to%20find%20out%20the%20step%20by%20step.](https://images.ctfassets.net/ph8r57dk1q9w/2UveNlce73rWtdVSSohrZ9/67a964aff473fe193b1f59adbb86d120/FacebookMessengerBroadcastImage06_08a3dacc315c1f47fde39e3cf6b42df1.png) When sending out a broadcast, remember to only target interested or relevant customers as spamming could result in a Facebook ban. Customers may also block you, delete your message or leave them unopened, reducing your open rate. One easy way to prevent this is to segment your audience. You can add tags based on their interests, purchase history and more to their contact profiles. This way, you can send targeted broadcast messages to them. Now that we’ve listed down everything you need to know about Messenger Broadcast, let’s find out how to set it up using respond.io next. ### Broadcast on Facebook Messenger with Respond.io Broadcasting on respond.io is a straightforward process with plenty of flexibility offered in creating content, targeting audiences and scheduling or sending broadcasts. Let’s explore these features in more detail. #### Why You Should Use Respond.io to Broadcast on Facebook Messenger Respond.io’s [B](https://help.respond.io/l/en/broadcasts-module/broadcasts-overview)[roadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview) dramatically improves the targeting and flexibility of bulk messaging. First, the [Contact Segment](https://help.respond.io/contacts/segments) feature allows users to create precise target audiences based on Contact Fields, Tags or predefined conditions. Customers who fulfill these conditions will automatically enter a Segment while those who no longer meet the criteria will exit a Segment, ensuring your list is always up-to-date with no manual effort from your team. ![This%20is%20an%20image%20that%20shows%20respond.io%27s%20broadcasting%20capabilities.%20Businesses%20can%20segment%20contacts%20with%20precise%20targeting%2C%20broadcast%20to%20contact%27s%20last%20interacted%20channel%2C%20save%20broadcasts%20as%20draft%20and%20customize%20broadcast%20send%20rate.%20](https://images.ctfassets.net/ph8r57dk1q9w/It7QDWpBLELd5E0HnBLW8/c9e078133aea60c08ee3455e8f6418d6/broadcast-20-messaging-image_3eab6681b80b2ee71104f755feef99bf.png) In addition to selecting multiple channels for a broadcast, you can also improve reach by broadcasting to your [Contacts' last interacted channel](https://help.respond.io/broadcasts/sending-a-simple-broadcast#sending_a_broadcast_to_contacts_last_interacted_channel) to increase visibility and engagement rates. It’s also possible to save broadcasts as drafts if they aren’t ready for dissemination. This allows you to edit or reschedule them before they go live. If your plan supports it, you can [customize the rate](https://help.respond.io/broadcasts/sending-a-simple-broadcast#schedule_broadcast_and_customize_send_rates) at which your broadcast is delivered. #### How to Broadcast on Facebook Messenger with Respond.io Now that you understand the benefits, let's learn how to set up your broadcast using respond.io. First, you need to [connect your Facebook P](https://help.respond.io/facebook-messenger/facebook-messenger-overview)[age to respond.io](https://help.respond.io/facebook-messenger/facebook-messenger-overview). To get started, navigate to the Broadcast Module in the side navigation menu and click the *Add Broadcast* button. Then name your broadcast and click *Create*. You also have the option to label (categorize) it for easier referencing in the future. ![](https://images.ctfassets.net/ph8r57dk1q9w/6T57Br46oQQ94Ca6ygHehz/b6c1b994cd6edc6aa501f69ecba6ab7b/blog-broadcast_a55992eb56ca239d07d9ccdfd4a67c71.png) Proceed to set up your broadcast by selecting your Segment. Select the *Specific Channel* option. In the channel drop-down list, select your Facebook Messenger channel to send the message from. Then, select which Message Tag applies to this broadcast. You can also use custom utility templates you've created and submitted for Meta approval. You can then create and schedule or send your content. For more details, you can [check out this guide](https://help.respond.io/broadcasts/sending-a-simple-broadcast#creating_a_new_broadcast) to set up your Messenger broadcast. We’ve covered everything you need to know about broadcasting a message with Facebook Messenger. With this information, you will be able to send your first Messenger Broadcast in no time. ### Further Reading Interested to learn more about how Facebook Messenger can benefit your business? Check out these articles below: - Facebook Messenger for Customer Service: A Guide - How to Verify Business on Facebook - Facebook Messenger Auto-Reply: How to use ## [Messenger Link: How To Get Facebook Messenger Link](https:/respond.io/blog/messenger-link) Here's all you need to know about Facebook messenger link. Plus, we'll show you how to get messenger link with respond.io link generator. The Facebook Messenger link is one of the easiest ways to get customers to chat with your business. With just one click on their mobile device or computer, any Facebook user can initiate a Messenger chat with your company. Although the Facebook Messenger link is a typical URL, it has plenty of useful applications, which we’ll go over in this article. In this article, we will guide you through how to get a Messenger link, its benefits and the advantages of connecting your Facebook account to an [AI-powered customer conversation management software](https://respond.io/blog/conversational-ai-platform) like respond.io. ### What Is a Facebook Messenger Link Essentially an m.me/ before your username, the Facebook Messenger link is the shortest possible Messenger URL you can get without using a third-party link shortener. When users click on this link, it launches a chat window with your business or Page. ![An%20imagine%20about%20the%20Messenger%20Link%20-%20launch%20conversations%20quickly%2C%20shortest%20official%20URL%2C%20works%20on%20mobile%20or%20desktop](https://images.ctfassets.net/ph8r57dk1q9w/1EyqTmbQqrUlsv4rUtWcbF/ec672b94d4d43ec0157f50fa56814067/FacebookMessengerLinkImage01_81ee7af3f744093020297ea00f63e322.png) Facebook Messenger links are not to be confused with [Messenger group chat links](https://www.facebook.com/help/messenger-app/180936194209193/?helpref=related_articles&_se_imp=0tUXneeHv4KRZ8w1F), which are used to invite people to group chats instead. Now that we understand what Facebook Messenger links are, let’s go over why businesses should adopt them. ### Benefits of the Facebook Messenger Link The Messenger link offers multiple advantages for businesses, significantly enhancing sales processes. It's a versatile URL that can be embedded in various platforms, including websites, PDFs, and social media posts, enabling seamless lead generation. You can also share it through email or SMS for more direct communication, guiding contacts to Facebook for quicker, informal interactions that can accelerate sales. On Facebook, conversations can be managed via multiple channels such as Facebook itself, Facebook Messenger, Meta Business Suite or a centralized messaging inbox like respond.io. [A shared inbox is the best solution](https://respond.io/blog/whatsapp-team-inbox) for large teams to carry out sales or support conversations. ![An%20image%20showing%20the%20benefits%20of%20facebook%20messenger%20link%20-%20easy%20for%20customers%20to%20contact%20you%2C%20can%20be%20placed%20anywhere%2C%20easily%20migrate%20conversations%20to%20Facebook.](https://images.ctfassets.net/ph8r57dk1q9w/Dh3GswEvfE96OPPdEztxx/7f5f056de810330af114b812e33a3379/FacebookMessengerLinkImage021_9d110c135e122ff43c557ae8eab8aaa3.png) Additionally, this link can be transformed into a [QR code](https://respond.io/blog/facebook-messenger-code) for use in physical marketing materials like posters and flyers. This bypasses the confusion of searching for a Page on Facebook, especially when business names are common or mismatched with Facebook usernames. Ultimately, this allows leads to quickly find and engage with your business. Importantly, the link supports [referral parameters](https://developers.facebook.com/docs/messenger-platform/discovery/m-me-links/#parameters) for tracking, allowing you to analyze the effectiveness of different mediums like blogs, videos, or ads. This insight aids in refining strategies, identifying successful content, and adjusting underperforming campaigns, ultimately driving more sales. Next, we'll guide you on how to obtain a Messenger link for your business. ### How to Generate Facebook Messenger Links There are two methods to get a Facebook Messenger link: Manually on Facebook and if you’re handling your instant messaging channels from respond.io, use our nifty link generator! #### How to Get Messenger Link Manually This method can be used to obtain a Messenger link for any Facebook account with a username. **1.** **Ensure** that you have a [username for your Facebook Page](https://www.facebook.com/help/121237621291199). **2.** **Copy** and paste or type your Page username after *https://m.me/.* For example *https://m.me/grubngomealdelivery*. **3.** **Use** this link anywhere you want your contacts to reach out to you. ![An%20image%20showing%3A%20Facebook%20Messenger%20Link%20Generator%20-%20how%20you%20create%20a%20m.me%20link%20manually](https://images.ctfassets.net/ph8r57dk1q9w/2DrInB97YrQY4fJEcAu13D/3cbe7aef0f14543cd31adc8aaaf1baba/mmelink_3ae86c416f06d8d93ae8ed190f891c94.png) If your Messenger account is linked to respond.io, you can use the following method instead. #### How to Get Messenger Link with Respond.io Generating a Messenger link from respond.io is a [straightforward process](https://help.respond.io/quick-start/getting-contacts-to-message-you) with minimal steps involved. To get started, navigate to *Settings* > *Growth Widgets*. Then, select *QR Code* and click *Create Widget*. ![Respond.io%u2019s%20Telegram%20link%20generator](https://images.ctfassets.net/ph8r57dk1q9w/5O6uSqe4GmQFPxl7Ki1giP/576a4e32240ccbe587a6a832370fd871/link_12c0484546936e86fbba6635448334bb.png) Under the QR code type, select the channel which you would like to generate the link for, in this case, Facebook Messenger. Then, select the account you’d like to use. This feature is handy if you have multiple Facebook Messenger accounts connected to respond.io. ![an%20image%20showing%20how%20to%20generate%20a%20messenger%20link](https://images.ctfassets.net/ph8r57dk1q9w/36mYVumi7oKnHF1wfeGoLl/578ed676e04fa361eed2cdb8caf90250/fbm-link_5fe8ee95bc8eb9654fc633b08c2f47d8.png) A Facebook Messenger link will be displayed under the generated QR code. Click the copy icon next to the URL to store it in your clipboard. Paste this link wherever you wish to share it. Respond.io’s Messenger link generator uses your Page ID instead of its username to create an URL. Since the Page ID remains the same even when the username is changed, for example, after a rebrand or acquisition, there’s no need to update published links. Since your Facebook Messenger account is connected to respond.io, let’s explore the other things that can be accomplished with the platform. ### Using Facebook Messenger with Respond.io Although the Facebook app, website and Meta Business Suite are sufficient for smaller businesses to use when it comes to messaging contacts, larger teams will benefit from a specialized messaging platform like respond.io. ![An%20image%20showing%20why%20use%20Facebook%20Messenger%20with%20respond.io%20-%20multiple%20channel%20support%2C%20workflows%20support%2C%20monitor%20agent%20performance](https://images.ctfassets.net/ph8r57dk1q9w/2wpvvV1VImmk4o0aQOdb6K/a0bb40d0c96d8c293f78cccce3f4bcd6/FacebookMessengerLinkImage03_cce93cf9db941939299d1f62fa8f8024.png) Respond.io offers a wide range of tools that help manage conversations effectively and enhance the overall [customer experience](https://respond.io/blog/ai-customer-experience). For instance, [AI Agent](https://help.respond.io/workflows/step-respond-with-ai) takes over routine conversations, allowing businesses to engage with customers instantly and freeing up human agents for more complex conversations. With features like Workflows, Contact Merge and Reports, respond.io makes it easier to manage large teams and communicate with Contacts on multiple channels, including Facebook. Here’s a quick rundown of the above features. #### Contact Merge: Your Contacts Consolidated [Contact Merge](https://respond.io/blog/merge-contacts) consolidates customer details and conversation history, eliminating duplication and redundancy. This means if you chat with a Contact on different channels connected to the platform, all their chats with you are visible in the same conversation. ![a%20demonstration%20of%20Contact%20Merge](https://images.ctfassets.net/ph8r57dk1q9w/2kgXdtzPRx6Zdd0zf6cWzJ/5d55f8fff0c57ec9fd920de71d1f45fd/contactmerge_b1100777773150e0be5f1f0e2c5a24d8.gif) And since their chat histories are combined in chronological order, you won’t miss a thing! #### Workflows and API Integration: Reduce the Tedium If your business receives a high amount of inquiries daily, you’ll need to rely on automated messages to greet customers or let them know [if you’re away](https://respond.io/blog/away-message-for-business). Respond.io allows you to do that and more using our [Workflows](https://help.respond.io/workflows/workflows-overview). Workflows automate the repetitive tasks that Agents face, letting them focus on actual conversations. Contacts looking to speak to customer support or the sales department? Automatically route them to the right team and assign them to an available Agent. If needed, these Workflows can be [launched manually](https://help.respond.io/workflows/workflow-triggers) at any point in a conversation. ![An%20example%20of%20contact%20qualification](https://images.ctfassets.net/ph8r57dk1q9w/5hImsfhXqFsRAEcrrKMc5n/5cc6251846107cae639f7cda34be920f/WhatsAppCRM5_a74e1120a6c200d20343fb65457d83ec.png) Respond.io also allows API integrations with other apps and platforms to exchange information, giving users a better sales or support experience. Here are some of the things that can be accomplished: - Qualify contacts with data enrichment tools such as Clearbit - Calculate the price quotations for a custom plan during client consultations - Generate sales deals in a CRM such as Hubspot or Salesforce - Set up a customer escalation process By utilizing integrations, you reduce the number of errors that are introduced when reentering data. You also improve the efficiency of your Agents since there’s no need to leave the platform. #### Reports: Monitor Agent Performance Ensuring your sales or support team is performing up to par is essential to running a tight ship and one of the best ways to accomplish this is to monitor their performance. Fortunately, respond.io has the tools for the job. ![an%20image%20showing%20the%20Reports%20Module%20of%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/26jLgkHuJMJkpmCMEijcKg/f1ad497ed3afa41a91aa29d35ebc194e/Screenshot2022-09-02at2_59_05PM_07bf0a824208172464f84872e991416f.png) In addition to [calculating CSAT scores with Workflows](https://respond.io/blog/csat-customer-satisfaction-score), you can use the Reports Module to evaluate your Agents’ efficiency by tracking stats like resolution and first response time. You can also monitor the conversations of your Agents and [step in](https://help.respond.io/contacts/contact-activity) at any time. Now you know the benefits of using a Facebook Messenger link and powering your business communications with respond.io, it’s time to get contacts talking to you! Don’t have a respond.io account yet? [Sign up for a free trial](https://app.respond.io/user/register). ### Further Reading If you found this helpful, these additional articles on Facebook Messenger might be of use: - Messenger Sales: A How-to Guide to Sales Messenger - How to Use Facebook Messenger for Customer Service - Facebook Messenger Auto Reply: A How-To Guide ## [Messenger Sales: A How-to Guide to Sales Messenger ](https:/respond.io/blog/messenger-sales) If your customers are on Facebook Messenger, it's your lucky day. In this blog post, we'll show you how to elevate your Messenger sales to the next level. When it comes to sales, Facebook Messenger is the channel preferred by many businesses of all sizes. Are you selling over Facebook Messenger too? Then you’ve come to the right place. This blog post will introduce you to the benefits of using Messenger as a sales channel. We’ll also guide you through key respond.io features that will take your Facebook Messenger sales to the next level. ### Facebook Messenger Sales vs Traditional Sales Despite their popularity in the past, traditional sales channels such as website chat, phone calls and email have major flaws when compared to Facebook Messenger. Website chat conversations are anonymous, which makes contact identification difficult. Besides, page visitors are untraceable once they leave the website. Phone calls are more personal, although some people find them intrusive and/or annoying. Email sales have several drawbacks too: Collecting customer information is quite slow, and emails may end up lost between other emails or in the spam folder. Besides, this messaging channel is too formal to establish partner-like relationships with customers. Furthermore, email users are prone to have scattered conversations. There are multiple reasons why this happens. For instance, a sales agent may forget to cc someone, or a customer may email the business with a different email address. ![This%20image%20shows%20how%20facebook%20messenger%20boosts%20sales%20with%20four%20important%20benefits](https://images.ctfassets.net/ph8r57dk1q9w/McjXMbC6u3zFaihJoXZGs/9c1451172f64ba17b0984dc4b3f77f3c/FacebookMessengerSalesImage01_c2ce336270866d2f9d2b0cbf9b07538f.png) All traditional messaging channels share the same issue: They lack contact and conversation overview features. This means that sales agents aren’t able to get a holistic view of their customer profiles and their interactions with the business from day one. With Facebook Messenger, contact profiles and conversations are easily traced in the Facebook Page Inbox or a third-party messaging inbox. Thus, sales agents identify customers and resume conversations anytime to share updates or follow up on them. Due to its conversational nature, Messenger makes it easy to collect information and build trust. In fact, salespeople can integrate automation like Facebook Page [welcome messages](https://respond.io/blog/welcome-messsage-for-facebook-page) or [auto-replies](https://respond.io/blog/facebook-messenger-auto-reply) into Messenger for a smoother customer journey. Now that you are familiar with the benefits of Facebook Messenger sales, let’s go through some key information that you should know before using the app as one of your sales channels. ### Facebook Messenger Sales: What You Should Know Before deciding to use Facebook Messenger as your main channel for sales, there are a few things you need to know, such as: - Group messaging - CTA button - Facebook Messenger best practices #### Facebook Messenger Sales: Group Messaging Like any conventional messaging app, Facebook Messenger lets users and Page admins create and join [group chats](https://respond.io/blog/facebook-business-chat#toc-mobile-13). These group chats have some applications for small companies as an alternative to pricier or more complex team communication tools. For example, some sales agents create Facebook Messenger group chats with important clients to provide them with personalized assistance. This has several pros: Salespeople can reply quickly, and everyone in the group can stay updated. ![This%20image%20shows%20how%20to%20use%20a%20Messenger%20group%20chat%20for%20Facebook%20Messenger%20sales](https://images.ctfassets.net/ph8r57dk1q9w/5ypfmm5Vno7UXmzrN9AmNw/582b4efc82883c0e696a8a09aaace294/Screenshot2022-07-01at12_08_10_2635a8a2d5137581532eee081bf330fa.png) Replies are visible to the whole group chat and may include media files, which make them a better option than a traditional phone call. #### Facebook Messenger Sales: Use the Right CTA Button Facebook allows you to choose a call-to-action button from a long list, depending on your Facebook Page goals. CTAs such as *Call Now* or *Get Quote* are popular for lead generation. However, *Send Message* also allows those who are considering a purchase to find out more. After clicking on it, a Messenger chat window will open in the bottom right corner for customers to start a conversation with the business. ![This%20image%20shows%20how%20to%20use%20the%20CTA%20button%20on%20your%20Facebook%20page%20to%20receive%20messages%20and%20improve%20your%20sales%20messenger](https://images.ctfassets.net/ph8r57dk1q9w/2RQ4V6RDP5LmO9QXcdWlv3/845fa7c4734c4ffa12a637e076a2c17e/Screenshot2022-07-01at12_17_42_3b5229b50d5c416dc9610513f6079c9e.png) When using this CTA for lead generation purposes, a salesperson must have access to the Facebook Page Inbox to handle inbound messages. #### Facebook Messenger Sales: Best Practices To prevent spamming, Facebook does not allow businesses to send the first message to customers. Luckily, those who are interested in your product are likely to message you first, saving you time and effort from reaching out to them cold. Once a customer sends the first message, businesses have a 24-hour messaging window to send a reply. After the window expires, businesses can only continue the conversation by sending a Facebook message template, which requires Meta approval for compliant outbound messaging. Meta now requires businesses to use approved message templates for these outbound use cases, replacing the previous message tag system. With respond.io, you can create and submit your own custom Messenger utility templates—such as appointment reminders or shipping confirmations—for Meta approval. The latter is only available for certain platforms like respond.io. We’ll discuss it in a bit. ![This%20image%20shows%20three%20points%20businesses%20should%20keep%20in%20mind%20when%20using%20Facebook%20Messenger%20sales](https://images.ctfassets.net/ph8r57dk1q9w/5q32U6McLQj2J7ZpKNhp2g/bd4d86f0b468c69cca1552afa84d5b4a/FacebookMessengerSalesImage02_a0d1b044df0fce5fb6ed61a6c5ff985a.png) We recommend using Message Tags responsibly. Otherwise, Facebook could ban your page for a number of days or even permanently, depending on the gravity of the violation. But don’t fret — we’ll show you [how to use these Message Tags correctly](https://respond.io/blog/facebook-message-tag#toc-mobile-3). We have covered all the preliminary information that you should know if you plan to sell over Facebook Messenger. In the next section, we’ll show you how to get some quick wins by using Facebook Messenger and respond.io for sales. ### Facebook Messenger Sales: Quick Wins Now, let’s take a look at how to use respond.io. to enhance your sales process on Facebook Messenger. #### Follow Up with Prospects with the Human Agent Tag Some salespeople work for businesses with longer sales cycles. For example, in low-volume, high-margin businesses, it’s normal for customers to go through many touchpoints and take extra time to consider a purchase. Therefore, the 24-hour messaging window may not be enough for some salespeople to close a deal. Luckily, Facebook is testing a Human Agent tag with a few messaging platforms to **extend the 24-hour messaging window to seven days**. ![This%20image%20shows%20the%20Human%20Agent%20tag%20in%20action.%20This%20Facebook%20feature%20is%20only%20available%20to%20few%20messaging%20platforms%20like%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3XSwoLhjVvmzXzkf7DZULk/7fadc5a61c287765d2dab9039450725e/Screenshot2022-07-04at11_58_15_e318bdeb314178e227d8d4d695e23741.png) Respond.io is one of those platforms. With the Human Agent tag, respond.io users circumvent a major messaging limitation, giving their agents extra time to close Facebook Messenger sales. #### Grow Your List of Contacts with Facebook Private Replies A [Facebook Private Reply](https://help.respond.io/facebook-messenger/private-replies) is an automated private message sent automatically from your Facebook Page to any Facebook user who comments on one of your Facebook Page Posts. Sales agents could use this feature to collect leads from a promotional Facebook post, for example. When interested customers leave a comment on the post, a private reply asking for further details is triggered. ![This%20image%20shows%20the%20Facebook%20private%20reply%20feature%20that%20you%20can%20use%20on%20your%20Facebook%20page%20posts%20using%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2AUR3anjiSkg4v42YzrKZU/06e070668d93ca8f793348810f807025/Screenshot2022-07-01at12_39_23_8f0dba75b6851677098156f2b4d5f502.png) Customers become respond.io Contacts after replying to your Facebook Private Reply. Once that happens, a sales agent can continue the lead nurturing process from respond.io. #### Automate Any Task with Workflows [Workflows](https://help.respond.io/workflows/workflows-overview) are respond.io’s flagship feature. It is highly customizable automation that saves users time and resources and can be used for Facebook Messenger sales. For instance, companies can create their own [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [agent assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) logic. The possibilities are endless! Workflows can also be manually triggered using the [Shortcut button](https://help.respond.io/workflows/workflow-triggers#trigger-shortcut) in the Messages Module. ![This%20image%20shows%20a%20sales%20qualification%20workflow%20you%20can%20create%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5xZsXuVAKY9zPtlNUKcQWO/bf44b6f121d1403ea4a5f3e9140de95f/Screenshot2022-07-01at14_38_55_68c3cb52f3b5b26e11624f80ad67584a.png) Here are three ways in which sales agents can use the Shortcut Button: - Generate sales deals in a CRM such as Hubspot or Salesforce - Qualify contacts on customer success platforms such as Vitally, based on the particulars provided like website, company size or number of employees - Calculate the price quotation for a custom plan during a consultation with a client #### Funnel Inbound Leads to Your Inbox Use [Chat links and QR codes](https://respond.io/blog/facebook-business-chat#toc-mobile-8) to redirect customers to chat with your business on Facebook Messenger. Chat links can be embedded anywhere in your website, while QR codes can be printed and displayed in physical locations. Similarly, respond.io’s [website chat widget](https://help.respond.io/website-chat-widget/website-chat-widget-overview) serves the purpose of inviting page visitors to start Messenger conversations with you. If the visitor has any conversation history on your Facebook Page, it will show on the widget. Because the conversation takes place in Facebook Messenger, salespeople are able to keep on chatting with leads even after they leave your website. ![This%20image%20shows%20all%20the%20lead%20generation%20options%20respond.io%20businesses%20can%20find%20in%20the%20plarform%20to%20drive%20more%20messenger%20sales](https://images.ctfassets.net/ph8r57dk1q9w/4Xfq1XSMxVDSerK9tmBuVt/37bf898acb9d0ed0db6598c4a66f3a99/copy-of-blog-images-template-18_7bc04e541889c1ca301db3a5cd15c69a.png) If you want to offer your customers alternative ways to contact you, know that [respond.io’s website chat widget is omnichannel](https://respond.io/blog/omnichannel-widget), allowing you to [add other channels to the header](https://help.respond.io/website-chat-widget/website-chat-widget-overview#header-elements). #### Use Click to Chat Ads to Get New Contacts Quickly Click to chat ads are ads displayed on Facebook or Instagram that encourage viewers to start a conversation. Configure these ads to reach your target audience so you get new leads into your inbox faster. In respond.io, you can set up automation for click to chat ads to reply instantly and save contact details. Track which ads leads are coming from to measure ad success and plan for retargeting. #### Get a Holistic View of Your Contacts with Contact Merge Even if your business uses Facebook Messenger as its primary customer communication tool, you are likely to receive customer messages through other messaging channels. The result: You will end up with siloed conversations across different channels. Addressing the same customer on multiple profiles is a waste of time and resources, and salespeople could be at risk of spamming customers inadvertently. ![This%20video%20shows%20how%20to%20merge%20contacts%20in%20the%20respond.io%20Contacts%20Module](https://images.ctfassets.net/ph8r57dk1q9w/13PTy1DOWTj42XJ92ZUuUZ/766b6c928d3e0f29375bfb0bcda2e324/ContactMergeGIF03_efe369e2894fe31a48fae2a2b71d6f33.gif) With [Contact Merge](https://respond.io/blog/merge-contacts), you can consolidate the Channels, Messages, Events and Comments associated with two or more duplicate Contacts in a single profile. This will benefit your sales team(s), as they will get an accurate overview of their Contacts. #### Mobile App for Agents on the Go Respond.io’s mobile app allows sales agents to keep in touch with their accounts when they are not sitting at their desks. The app has all the features available on the desktop, such as Dashboard, Contacts and Messaging. ![This%20image%20shows%20shows%20the%20respond.io%20app%2C%20which%20is%20a%20convenient%20tool%20for%20salespeople%20who%20need%20to%20reply%20to%20important%20notifications%20on%20the%20go](https://images.ctfassets.net/ph8r57dk1q9w/2zNg3yF3UU8gzmD1D1YSyS/60b3043de9a3d26e7cd8f2446973d9ea/Untitleddesign6_e5487f0ac203a34494c5ffd6832d46cb.png) To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io) for Android and [Apple App Store](https://apps.apple.com/app/respond-io-inbox/id1667772955) for iOS. These are some of the things that your sales team(s) can do by connecting Facebook Messenger to respond.io. In the next section, you’ll find a success story that tells how a company is effectively using Facebook Messenger for sales. ### Case Study: How Araya Is Doing Facebook Messenger Sales Araya is a Thailand-based company offering intimate care products for women. It was already using Facebook Messenger for customer communication but wanted to give its customers a great shopping experience with conversational sales. Araya allocated roughly 90% of its ad budget to campaigns on Facebook Messenger. When customers responded to an ad, the sales team provided 1:1 assistance and shared their product knowledge over Messenger with the help of a business solution provider. ![This%20image%20shows%20how%20Araya%20gives%20customers%20consultations%20via%20Facebook%20Messenger](https://images.ctfassets.net/ph8r57dk1q9w/5ET6ZQUiUnVmpipUGv1UNK/eee35eb42f97acf051354c16863ec477/Screenshot2022-07-05at11_12_44AM_b29ddcad23b6f97401980634f6909d8e.png) This method proved to be very effective in tracking customer behavior, allowing Araya to improve its Facebook Messenger sales process day by day. The result: Araya experienced a 3X increase in return on ad spend on Facebook Messenger. Facebook Messenger isn’t just a massively popular messaging app. It comes with a number of features for sales teams. When connected to respond.io, sales agents are able to collect and nurture leads efficiently while delivering a great customer experience. Do you want to sell on Facebook Messenger the leading messaging platform? [Sign up for a respond.io account today](https://app.respond.io/user/register)! ### Further Reading If you’ve enjoyed this article, here are some more readings that might interest you: - WhatsApp Sales: How to Sell on WhatsApp - How to Use Facebook Messenger for Customer Service - Best Messaging Apps for Business ## [Multichannel Communication: 6 Platforms Compared (2026)](https:/respond.io/blog/multichannel-communication) Compare 6 multichannel communication platforms for B2C teams. Find the best fit to unify chats, automate routing, and reduce missed leads. This comparison helps mid-market B2C teams choose a multichannel communication platform by channel coverage, inbox structure, automation, and total cost as usage scales. For B2C teams managing sales and support conversations across multiple messaging channels, the right platform depends on channel mix, routing needs, and governance. Picking the wrong tool can mean missed inquiries, slower response times, and lost revenue when conversations fragment across channels. ### What is multichannel communication? For buyers comparing software, this matters because channel coverage alone is not enough; the bigger question is whether the platform also gives teams unified history, routing, and automation as volume grows. Multichannel messaging is a communication strategy that enables businesses to engage with customers across multiple messaging platforms—such as WhatsApp, TikTok, Facebook Messenger, Instagram, Telegram, email, calls and more, using a single platform. Rather than relying on just one channel, multichannel messaging meets customers where they are most active, giving them the flexibility to choose how they want to communicate. This is big, since customer purchase journeys tend to start in one device and end in another. Here’s an **example of a business using multichannel communication**: A travel agency runs a targeted Instagram ad promoting a tropical vacation package, follows up with an email campaign highlighting exclusive discounts, and sends personalized WhatsApp messages to answer questions and assist with bookings. Clients can reply directly via WhatsApp messages or even request a WhatsApp call for personalized travel advice. Each channel works together to nurture leads and convert interest into confirmed trips. ### Why look for a multichannel communication platform? Teams usually start looking for a multichannel communication platform when separate inboxes create avoidable operational drag. Fragmented inboxes force agents to context-switch between tools, increasing handling time and reducing conversion rates from inbound leads. Duplicate contacts make reporting and follow-up unreliable, which can lead to repeated outreach or missed ownership. Inconsistent handoffs across channels weaken customer experience because agents lose context when conversations move from chat to email or calls. Limited channel expansion can block growth when a team wants to add new messaging channels without adding more disconnected tools. Rising per-seat fees, conversation caps, and paid add-ons can make a low-entry-price tool expensive as volume grows. Compliance and QA needs also push teams to consolidate when they need clearer conversation history, role controls, and reviewability across channels. ### Key criteria to compare multichannel communication platforms Use these criteria to compare platforms before you shortlist vendors. 1. Channels supported: Check whether the platform supports the messaging, email, website chat, and voice channels your team actually uses. 2. Unified customer history: Look for a shared conversation view so agents can see prior interactions across channels without asking customers to repeat themselves. 3. Automation and routing depth: Compare how well each tool handles assignment, qualification, escalation, AI assistance, and cross-channel workflows. 4. Contact merge and identity resolution: Make sure the system can recognize and merge duplicate contacts across channels to reduce fragmented records. 5. Broadcasting: Review which channels support outbound campaigns and whether those sends require extra tools or fees. 6. Reporting and lifecycle visibility: Buyers should verify whether the platform can track pipeline stage, response performance, and channel outcomes in one place. 7. Reliability and support: Consider uptime commitments, support access, and how quickly issues get resolved when messaging volume spikes. 8. Pricing at scale: Compare how pricing changes based on seats, contacts, conversation caps, AI credits, setup fees, and add-ons. ### Examples of channels for multichannel messaging When comparing platforms, supported channels should be matched against your actual use case, because a long channel list does not guarantee smooth routing, shared context, or manageable total cost. ![](https://images.ctfassets.net/ph8r57dk1q9w/4PcFMU0B1w6jolfMGwZq4D/a98ee1df1d54dd8952943b8bbc85de78/Practical_Guide___Multichannel_Communication_-_Image_01__1_.png) - Voice/Phone: Personal and real-time for urgent or complex issues, but hard to scale. - Email: Reliable for detailed communication and records, though slower to engage. - Social media: Meets customers where they are; boosts visibility but lacks privacy to talk to customers. - Live chat: Great for support and conversions, but requires leads to visit your website first. - SMS/Text messaging: Direct and effective with high open rates, ideal for alerts and reminders. However, impractical and potentially expensive for conversations. - Messaging apps: Direct and effective with high open rates. Ideal for multiple use cases beyond alert and reminders. Unlike SMS, they work much better for conversational marketing, sales and support. Each channel has its strengths and limitations. The key is to adopt a multichannel strategy that aligns with your use cases — or better yet, move toward an omnichannel approach. Not sure about the difference? We’ll break it down in the next section. ### Multichannel messaging platform vs omnichannel messaging platform For platform buyers, this distinction affects agent efficiency, reporting quality, and how much manual work your team will need as conversations move between channels. | Feature | Multichannel | Omnichannel | | --- | --- | --- | | Channel availability | ✅ Multiple channels | ✅ Multiple channels | | Unified inbox | ❌ No | ✅ Yes | | Shared conversation history | ❌ No | ✅ Yes | | Agent efficiency | ⬇️ Low | ⬆️ High | | Customer experience | Fragmented | Seamless | **Multichannel:** Multiple messaging platforms are used separately, like WhatsApp, Facebook Messenger, and email, each with its own inbox. Agents switch between different apps to respond. With separate platforms, conversations feel fragmented for both sides due to the lack of a unified view. **Omnichannel:** All channels are connected into a single inbox, allowing agents to see the complete chat history regardless of origin. This speeds up replies and provides a full understanding of the customer’s journey. Connecting everything into one stream offers a smoother, more organized experience. A better customer experience has an impact on business growth. In fact, companies that embrace omnichannel have [significantly higher customer retention](https://www.uniformmarket.com/statistics/omnichannel-shopping-statistics?) than those that don't. In short, multichannel and omnichannel messaging platforms let you chat with customers on multiple channels. But in multichannel, each channel is isolated. That means messages are not connected, and agents have to switch between apps. ### Why multichannel messaging is important For buyers evaluating software, the key question is not only whether multichannel messaging increases reach, but whether the platform can keep conversations connected, measurable, and cost-effective across that reach. | Benefit | Multichannel | Omnichannel | | --- | --- | --- | | Increase audience reach | ✅ | ✅ | | Supports different use cases | ✅ | ✅ | | Data collection | ✅ | ✅ | | Improves customer experience | ✅ | ✅ | | Manage channel silos | ❌ | ✅ | | Create a cohesive experience | ❌ | ✅ | - Increase audience reach: Different customers prefer different platforms — some are active on WhatsApp, others check email or follow you on Instagram. Multichannel messaging helps you reach a wider audience by meeting them where they already are. - Supports different use cases: Each channel serves a unique purpose. Use WhatsApp to nurture sales via chat, email for detailed itineraries or updates, and SMS for time-sensitive alerts. This flexibility allows you to tailor communications to the context. - Data collection: Engaging customers across channels provides more touchpoints to collect valuable data — such as preferences, behavior, and purchase intent — which can be used to refine targeting and personalize future interactions. - Improves customer experience: Offering multiple communication options gives customers the freedom to choose how they interact with your business, which improves convenience and satisfaction. Omnichannel takes it a step further with **two additional benefits**. - Manage channel silos: Instead of juggling multiple inboxes, omnichannel platforms unify conversations across channels into a single thread. This prevents message duplication, missed inquiries, and fragmented communication. - Create a cohesive experience: 45% of consumers abandon a purchase if the experience is not seamless across channels. With an omnichannel stack, customers can switch between channels — for example, starting a conversation on Instagram and continuing it on WhatsApp — without repeating themselves. Your team has full context at every stage, enabling smooth, consistent service. ### Top multichannel communication platforms #### Respond.io Respond.io is a customer conversation management platform with multichannel communication, letting teams manage high volumes of customer conversations across chat and voice with routing and automation in one workspace. With robust WhatsApp automation tools, [AI Agents](https://respond.io/ai-agents), customer lifecycle tracking, CRM integration and more, you can manage your entire customer journey from first contact to sale to retention. ##### Ratings - G2: 4.8/5 - Capterra: 4.6/5 - User sentiment: Praised for ease of use and a unified inbox that cuts down on app-switching, plus responsive support and powerful workflow automation and AI Agents. ##### Pros - Omnichannel inbox for WhatsApp, Instagram, TikTok, Facebook Messenger, Telegram, SMS, LINE, Viber, WeChat, website chat and custom channels - Voice channels: WhatsApp Business Calling API, Facebook Messenger calls and VoIP - Broadcast on WhatsApp, Facebook Messenger, Telegram and more - Omnichannel website chat widget - WhatsApp Business App + API coexistence - Omnichannel automation - Autonomous AI Agents that can be trained with your knowledge sources to chat, answer voice calls update contact fields and Lifecycle, route conversations, leave internal comments for clear handovers and more - Identify and merge duplicated contacts from different channels - Guaranteed 99.999% platform stability - 24/5 customer support via chat and call, 24/7 AI customer support ##### Cons - May be too advanced for micro businesses or entrepreneurs who only need one channel ##### Pricing Respond.io’s mid-tier Growth plan is priced at $199/month and supports up to 10 users. It includes unlimited automation, unrestricted use of the AI Agent, advanced reporting and more — all without extra charges for WhatsApp API account setup, hosting or markups to Meta message fees. Costs scale mainly by plan tier and users, while automation and AI Agent usage remain included on Growth; WhatsApp fees still apply based on Meta pricing. #### Trengo Trengo is a multichannel communication platform designed primarily for customer support, helping teams manage inquiries efficiently across multiple channels. ##### Ratings - G2: 4.3/5 - Capterra: 4.1/5 - User sentiment: Liked for consolidating email, WhatsApp, social, and voice into one inbox, with an intuitive UI and strong onboarding. ##### Pros - Omnichannel inbox for WhatsApp, Instagram, Facebook Messenger, Telegram, SMS, email, website chat, VoIP and custom channels - Omnichannel website chat widget ##### Cons - No WhatsApp Business Calling API - No WhatsApp Business App + API coexistence - Automation is not omnichannel and must be created separately on each channel - VoIP at additional cost - Broadcast only on WhatsApp and SMS at additional fees ##### Pricing Trengo costs $701/month for twenty users, but essential features like broadcasts come at an additional cost. The plan includes a yearly limit of 18,000 conversations, with extra charges applying if you exceed that. #### Wati WATI (WhatsApp Team Inbox) is built for small and medium-sized businesses that focus mostly on the WhatsApp Business API. It focuses on team collaboration and simple automation for customer conversations on WhatsApp. ##### Ratings - G2: 4.6/5 - Capterra: 4.6/5 - User sentiment: Praised for easy setup, no-code automation, and out-of-the-box WhatsApp API access; small teams like it in the early months. ##### Pros - Omnichannel inbox for WhatsApp, Messenger and Instagram - WhatsApp Business app + API coexistence ##### Cons - Only supports three channels, which can fragment conversations - Broadcast only for WhatsApp - No WhatsApp Business Calling API - No merge of duplicate contacts - Difficult to get support from human agents ##### Pricing WATI’s mid-tier plan is priced at $149 for five users, making it an affordable option for small teams. However, be aware of additional costs like messaging markups and extra fees for features such as Shopify integration and 1,000 AI support responses. These costs are not included in the base price. #### Sleekflow Sleekflow is a multichannel platform for businesses with low chat volumes. It also offers automation and AI for businesses wanting to simplify business processes. #### Ratings - G2: 4.6/5 - Capterra: 4.5/5 - User sentiment: Praised for ease of use, automation, responsive support and CRM integrations into a unified inbox. ##### Pros - It supports WhatsApp, Instagram, Facebook, Telegram, Viber, WeChat, SMS, LINE and website chat ##### Cons - No WhatsApp Business Calling API - No Voice AI Agents - No merging of duplicate contacts - Some users report there's platform downtime ##### Pricing SleekFlow's mid-tier Premium AI plan is priced at US$399/month and supports 5 users. Pricing is based on Monthly Active Contacts (MAC), meaning you pay for the contacts you actively engage with during a billing cycle. The plan also includes 1,000 MACs, with additional capacity available as an add-on. #### Zenvia Zenvia is a Brazilian multichannel communication platform with a focus on Brazil and other Latin American countries. It focuses on medium to large B2C businesses that primarily operate on WhatsApp, email and SMS. ##### Ratings - G2: N/A - Capterra: 4.5/5 - User sentiment: The chat interface and SMS/WhatsApp sending get positive marks, and Brazilian users like the reliability for high-volume SMS. ##### Pros - WhatsApp, Instagram, Facebook, WeChat, SMS, email - Omnichannel website chat widget ##### Cons - No WhatsApp Business Calling API - No WhatsApp Business app + API coexistence - No merging of duplicate contacts - No customer support for the starter plan ##### Pricing Zenvia’s mid-tier plan, called Specialist, costs $130 per month and includes 10 users, 500 conversations, and 5 flow chatbots. The price includes a mandatory $20+ message pack, which allows sending up to 1,088 SMS, 431 WhatsApp messages, or 23,750 emails. Zenvia also charges $137 for setup fees in the Specialist plan. Message fees are $0.05 per outbound WhatsApp message, $0.02 per inbound WhatsApp message, $0.02 per SMS, and $0.04 per 50 emails. #### Manychat Manychat stands out on this list for its strong focus on e-commerce businesses and marketing agencies. It supports multiple channels and tools tailored for sales, promotions and customer engagement. ##### Ratings - G2: 4.5/5 - Capterra: 4.6/5 - User sentiment: Liked for its easy flow builder, reliable comment-to-DM automation, and multi-channel reach across Instagram, Messenger, WhatsApp, and SMS. ##### Pros - It supports WhatsApp, Instagram, Facebook, Telegram, TikTok, SMS and email - WhatsApp Business app + API coexistence - Broadcast on WhatsApp, Facebook Messenger, Instagram, Telegram, SMS and email ##### Cons - No omnichannel webchat widget - No WhatsApp API calling - No formal uptime guarantee or publicly available performance data - Limited customer support for the starter plan, only email support for Pro and above ##### Pricing The ManyChat mid-tier plan is called Pro and it starts from $15 per month for 500 contacts, but the cost will go up if you need more. It includes three users and allows unlimited custom flows. For add-ons, each additional user costs $39 per month. If you exceed the Pro plan’s email limit, there is an extra charge of $3.00 for every 1,000 additional emails. You can also add ManyChat AI for $29 per month. ### Multichannel messaging platforms: A comparison | | Respond.io | Trengo | WATI | SleekFlow | Zenvia | ManyChat | | --- | --- | --- | --- | --- | --- | --- | | WhatsApp | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | | Instagram | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | | TikTok | ✅ | ❌ | ❌ | ✅ | ❌ | ✅ | | Messenger | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | | Telegram | ✅ | ✅ | ❌ | ✅ | ❌ | ✅ | | SMS | ✅ | ✅ | ❌ | ✅ | ✅ | ✅ | | LINE | ✅ | ❌ | ❌ | ✅ | ❌ | ❌ | | Viber | ✅ | ❌ | ❌ | ✅ | ❌ | ❌ | | WeChat | ✅ | ❌ | ❌ | ✅ | ✅ | ❌ | | Website Chat | ✅ | ✅ | ❌ | ✅ | ✅ | ❌ | | Email | ✅ | ✅ | ❌ | ✅ | ✅ | ✅ | | Custom Channels | ✅ | ✅ | ❌ | ❌ | ❌ | ❌ | | Omnichannel Widget | ✅ | ✅ | ❌ | ❌ | ❌ | ❌ | | WhatsApp Business Calling API | ✅ | ❌ | ❌ | ❌ | ❌ | ❌ | | Messenger Calls | ✅ | ❌ | ❌ | ❌ | ❌ | ❌ | | VoIP | ✅ | ✅ | ❌ | ✅ | ❌ | ❌ | | Automation & routing | AI Agents (chat & voice) + workflow automation | Per-channel setup, not unified | Simple, WhatsApp-focused | AgentFlow AI agents + Flow Builder | Flow chatbots included | Unlimited custom flows | ### How to choose a multichannel messaging platform Not all businesses have the same communication needs—so the right multichannel platform depends on your size, channels, and goals. Choose based on whether you need a unified customer history + routing across channels, or a simpler inbox focused on 1–3 channels. Here's a rundown on some options: - Tengo is a solid pick for support-led teams that need messaging, email and VoIP in one workspace without prioritizing deep cross-channel automation. - WATI works well for WhatsApp-first sales and support teams that only need limited support for Messenger and Instagram. - SleekFlow suits WhatsApp-led teams that want access to a few additional messaging channels without needing deep automation, WhatsApp-native calling, or an AI agent that can handle voice on its own. - Zenvia is a fit for LATAM-based teams that want regional support for WhatsApp, Instagram, Facebook, SMS and email in one platform. - ManyChat shines for e-commerce and marketing teams running broadcast campaigns across multiple channels with minimal setup. - Respond.io is a strong fit when you need multichannel communication with unified history, routing, and automation across chat and voice. Businesses like My Dream Travel and Tours are growing with chat and calls in the #1 omnichannel platform. Are you ready to streamline your communications? [Try respond.io for free](https://respond.io/). ### Further Reading - Enhance Customer Experience with an Omnichannel Communication Platform - Omnichannel Widget: Everything You Need to Know about - A Guide to Omnichannel Eommerce ## [Not All Chatbots Are Banned: WhatsApp’s 2026 AI Policy Explained](https:/respond.io/blog/whatsapp-general-purpose-chatbots-ban) WhatsApp’s 2026 AI policy update bans general-purpose chatbots effective 15 Jan 2026. See how respond.io keeps your WhatsApp AI agents policy-safe. Starting January 15, 2026, Meta will ban general-purpose AI chatbots from the WhatsApp Business Platform (API). What does this mean? Basically, “general-purpose” refers to AI providers who sell or offer general AI services in the WhatsApp Business Platform. Meta made this change because such bots generated massive message traffic without producing revenue through the WhatsApp Business Platform. In essence, WhatsApp is reinforcing AI’s role as a tool to enhance business messaging, without it becoming the main offering. Businesses can still use AI for customer service workflows—such as FAQs, bookings, order tracking, and support—so respond.io users remain fully compliant under the new policy. ### WhatsApp API 2026 chatbot policy: key dates & who’s affected ![](https://images.ctfassets.net/ph8r57dk1q9w/17foevhURxx0fHPHqYn65h/9875b56740d1c41638ae4e10c3997eee/WhatsApp_AI_Agent_Policy_-_Image_1.png) The rollout happens in two phases. - On October 15, 2025, all new WhatsApp Business API users began operating under the new terms. - On January 15, 2026, the update will be rolled out to all existing users. The impact of this policy depends on what kind of chatbot you operate. - Affected: AI model providers that use WhatsApp as a distribution channel for their assistant, such as ChatGPT on WhatsApp or Perplexity’s conversational bot. These services allow users to ask anything, from “What’s the weather?” to “Summarize this PDF,” making them fall squarely under Meta’s new restrictions. - Not affected: Brands and service providers using WhatsApp to help customers — for example, a travel company managing bookings, a restaurant confirming reservations or a retailer sending order updates. These are exactly the kind of use cases WhatsApp intends to preserve. For respond.io users, this distinction is crystal clear. Some of respond.io's recommended use cases for AI — support messaging, order tracking, delivery updates, authentication prompts and notifications — all sit firmly within WhatsApp’s intended scope. In other words, your automations are already compliant with the new framework. ### What is banned and allowed with the WhatsApp API 2026 chatbot policy ![](https://images.ctfassets.net/ph8r57dk1q9w/4YHWzDMgBfGAg9PwaHsegy/2eb6744e574637d1a298d55e66c65f2f/WhatsApp_AI_Agent_Policy_-_Image_2.png) To understand this update, it’s important to know how Meta defines “AI Providers.” These are companies that build or operate AI systems—such as chatbots, large language models or generative AI tools—where the AI is the core product rather than a supporting feature. Under the new policy, these providers are *strictly prohibited* from using the WhatsApp Business Solution for that purpose. In practical terms, this means public-facing AI chatbots that function as open-domain assistants are no longer permitted. That includes bots capable of answering arbitrary questions, generating content, or serving as general conversation companions. However, business-focused chatbots remain welcome. Automations that handle structured tasks — such as confirming orders, triaging support tickets, sending appointment reminders or authenticating logins — are explicitly permitted. The key is that the chatbot’s role must be ancillary to a legitimate business service, not the centerpiece of the interaction. Respond.io’s automation framework was built with this philosophy in mind. Every feature, from message templates to escalation rules, reinforces WhatsApp’s compliance requirements. Our tools ensure that businesses communicate efficiently without crossing into prohibited territory. ### Why Meta is banning general-purpose chatbots ![](https://images.ctfassets.net/ph8r57dk1q9w/7dE2KXPkMKWpGAmlVZjf7p/7e844632999bbde4085976def9dace72/WhatsApp_AI_Agent_Policy_-_Image_3.png) WhatsApp’s Business API was designed for business-to-customer communication, not to serve as an AI distribution platform. Meta made the change for two main reasons. 1. Infrastructure load: Open-ended AI assistants generated massive message volumes, straining WhatsApp’s systems. 2. Monetization: WhatsApp’s revenue model relies on template-based billing (marketing, utility, authentication, support). AI bots didn’t fit these categories, meaning Meta couldn’t monetize the traffic. In short, Meta wants to protect the API’s intended design and ensure that usage aligns with business communication, not consumer-facing chatbot products. ### How respond.io keeps you compliant with WhatsApp’s 2026 AI policy ![](https://images.ctfassets.net/ph8r57dk1q9w/1F7u1HTYRx9KGfttrlhkol/0b208167a69a55b832b3d2f4f3f804ac/WhatsApp_AI_Agent_Policy_-_Image_4.png) **1\. AI is used as a complementary tool.** Respond.io’s AI features like AI Agent, AI Prompts and AI Assist are designed to: - Automate repetitive tasks (e.g., FAQs, routing, lead qualification) - Help agents reply faster with suggestions or translations - Support customers This aligns perfectly with Meta’s intent: AI in a supporting role, not as the main service. **2\. AI stays within WhatsApp’s approved use cases.** Respond.io AI features are used for specific use cases such as: - Bookings and sales - Notifications and updates - Order tracking - Customer service These are approved business functions under WhatsApp’s API policy, so you stay fully compliant. **3\. You remain in control of the customer relationship.** Respond.io connects your AI and agents under your verified business number — meaning conversations are always business-led, transparent and compliant with WhatsApp’s Business Messaging Policy. ### Quick checklist for customers to ensure compliance ![](https://images.ctfassets.net/ph8r57dk1q9w/5ohMlMB5QCo1bcakeHoRJK/5056e3a1cb29ce72bf87e21ec9a76a98/WhatsApp_AI_Agent_Policy_-_Image_5.png) **Stick to permitted use cases** Make sure your AI Agent serves specific business functions (e.g., FAQs, lead capture, bookings, order updates) — not general chat or entertainment. **Confirm escalation paths** Include clear handoff options to a human agent or alternative channel (email, phone, web form) when AI can’t resolve a request. **Review existing AI Agents** If you’ve built experimental or general-purpose AI assistants, you will need to rework the prompts for compliant, business-focused flows. ### Clarifying grey areas about the WhatsApp 2026 AI policy #### “Concierge” AI assistants To stay compliant, make sure your bot’s functions are oriented towards support or transactional queries, and can quickly escalate conversations to a human agent when needed. #### Other AI applications: AI summaries, suggested replies These are safe. They operate internally within your helpdesk and don’t distribute an AI assistant through WhatsApp. Respond.io’s AI features, apart from AI Agents, fall into this category. Keep your WhatsApp workflows policy-compliant, effective and automation-ready. 👉 [**Sign up for respond.io**](https://app.respond.io/user/register) and stay ahead of WhatsApp’s 2026 compliance updates. ### Further Reading If you've foud this article useful, here are some additional readings for you. - How to Create a WhatsApp Chatbot: 3 Use Cases (+Examples) - Top 10 WhatsApp Chatbots in 2025: Pros, Cons & Pricing Compared - Best AI Chatbots for Website: Top Platforms Compared ## [November 2022 Updates: Redesigned Contact Drawer and 15 New Platform Languages](https:/respond.io/blog/november-2022-updates-redesigned-contact-drawer-and-15-new-platform-languages) Respond.io is becoming more accessible than ever. This update covers a more intuitive Contact Drawer and 15 new platform languages, including Arabic, Japanese, Hebrew, Korean and more. Bonjour, konnichiwa and merhaba! 🙏 As respond.io continues to expand its international user base, we’re adding more languages to the platform — 15 of them in November, in fact. Before we go into detail about that, check out the total revamp we’ve done for the Contact Drawer. ### The Redesigned Contact Drawer We’ve redesigned the Contact Drawer to optimize your view and increase efficiency in accessing Contact information. 🎉 Here’s a rundown of the changes. #### New Vertical Sidebar for the Contact Drawer Originally, Contact Details, Activity and Channels were displayed as tabs within a permanent panel. For easier navigation, the tabs are now repositioned in a persistent vertical sidebar to the right of the Messages Module. Clicking on any of the tabs will open the Contact Drawer for a wider display of the relevant contact information. ![Collapse%20and%20reopen%20the%20Contact%20Drawer](https://images.ctfassets.net/ph8r57dk1q9w/6sPFPYbsZBlh8bLoYVK84h/6bc21d1434325874ac9a04bad24723cd/image18_c3296d76095a31838a36eb7ed5ac5a35.gif) Additionally, the Contact Drawer is now collapsible! Hover over the drawer and click on the arrow button to collapse it. This will expand the Messaging Console and allow you to focus on conversations. To reopen the Contact Drawer, simply click on any of the tabs in the Vertical Sidebar. #### New Merge Suggestions Tab Merge Suggestions was previously positioned at the bottom of the Channels section. There were no details provided about the Contact(s) with overlapping identifiers that prompted the merge suggestion. ![View%20merge%20suggestions%20in%20a%20dedicated%20tab](https://images.ctfassets.net/ph8r57dk1q9w/70YI0DhxsXyYQirSVS5FcN/35e27f46ba95ceb5703f52f4e9e854e5/Mergesuggestions_b6e3d33ef1a09cf78e3ffec965cb7a15.gif) For improved Contact management, Merge Suggestions now has its own tab in the Vertical Sidebar. It provides key information like overlapping identifiers about potential duplicate Contacts when clicked on. This allows you to compare the details at a glance and decide if the merge suggestion is valid. #### New Persistent Tags Field If you have numerous Contact Fields, you previously had to scroll all the way to the bottom of the Contact Details panel to view the Tags. The Tags field has been updated as a persistent section in the Contact Drawer so it will be pinned in position and is always visible for easy reference. ![A%20new%20persistent%20Tags%20field%20in%20the%20Contact%20Drawer](https://images.ctfassets.net/ph8r57dk1q9w/XgtR5PzUvTDYx1zY1YfAV/c95ffac199ce851d28b5f06c158be245/Tags_73003caa2ccb1c13c77b603716817de2.png) #### Customizable Contact Details View You can now customize your Contact Details view by reconfiguring the order and adjusting the visibility of the Contact Fields. This tailors the Contact Details to your specific use so the most relevant information is easily accessible and all secondary information or noise is concealed. In *Settings > Workspace Settings > Contact Fields,* click the Customize View button. Now you can reorder the fields or edit their visibility. ![Customize%20your%20view%20of%20all%20Contact%20Details](https://images.ctfassets.net/ph8r57dk1q9w/6wZord2xWsGkLMC5bIp5jZ/6e09595b9861e5aa91e0e998a56db508/image19_943a5f8a39dae39cd11e741ca590aea8.gif) To reorder the fields in the Contact Details Drawer, drag and move them in the dialog to your desired order. Click the Save button when you’re done. The new arrangement will be reflected in the Contact Details Drawer for all Workspace users immediately. ![Reorder%20fields%20in%20the%20Contact%20Drawer](https://images.ctfassets.net/ph8r57dk1q9w/7aePbTLeGwBW7d4G0p6dUE/d3b046d0c2949d78cd684278f10ade88/image20_19b7ca01b0e24a1334c22960b82689cf.gif) To display only relevant Contact Fields, you can manage the visibility of individual fields. ![Show%20or%20hide%20Contact%20Fields](https://images.ctfassets.net/ph8r57dk1q9w/kP8Fl1NHNMfYnvulTTvha/dfafeb4453ad90b876d8ea148fd1ae48/image21_7314acfeab28713a1ae4f069b9f900ef.gif) There are 3 options for Contact Fields visibility: 1. Always show: When this option is selected, the Contact Field will be displayed in the Contact Details Drawer. 2. Always hide: When this option is selected, the Contact Field will be hidden in the Contact Details Drawer. 3. Hide when empty: When this option is selected, the Contact Field will be hidden if its value is empty. Once the changes are saved, the new visibility configuration will be reflected in the Contact Details Drawer for all Workspace users. ![View%20hidden%20fields](https://images.ctfassets.net/ph8r57dk1q9w/6HO8M4WBtGFx0KAHZ4iras/072f2e4e5522a9bde1af6b9048521830/hidefields_2164e9c939d0a09c6a617bba50d6cae9.gif) To view all hidden Contact Fields, click the *Show all fields* toggle in the drawer. You can hide them again by clicking on the *Hide fields* toggle. #### Description Tooltip for Contact Fields You can now create tooltips for Contact Field descriptions in the Contact Details Drawer. This provides users such as new agents information on the use and intended value types for this field when they hover over it. ![Create%20description%20tooltips](https://images.ctfassets.net/ph8r57dk1q9w/5T9A4V8WEpdYsDO7gvqLZk/1097ee0219bb7f6913b37c62f4658f39/Tooltip_5cadc9bd25093e9dae166e59cfa810c3.gif) To create a description tooltip, go to *Settings > Workspace Settings > Contact Fields* and add a description to the relevant field. Click Update when done. The description tooltip will be shown in the Contact Details Drawer for all Workspace Users immediately. Now, let’s go through the new platform languages. ### Multiple languages now available on Respond.io Start your workday with your preferred greeting, whether it’s *สวัสดี, 你好, bonjour* or *привет* among others! The respond.io platform is now available in these languages: - Arabic (اللغة العربية) 🇸🇦 - Burmese (မြန်မာဘာသာ) 🇲🇲 - Simplified Chinese (简体中文) 🇨🇳 - Traditional Chinese (繁體中文) 🇹🇼 - French (Français) 🇫🇷 - German (Deutsch) 🇩🇪 - Hebrew (עברית) 🇮🇱 - Indonesian (Bahasa Indonesia) 🇮🇩 - Italian (Italiano) 🇮🇹 - Japanese (日本語) 🇯🇵 - Korean (한국어) 🇰🇷 - Russian (Русский) 🇷🇺 - Thai (ภาษาไทย) 🇹🇭 - Turkish (Türkçe) 🇹🇷 - Vietnamese (Tiếng Việt) 🇻🇳 You can easily switch your platform language to any of these languages by going to *Settings > Personal Settings > Profile > Language.* New users can select their preferred language on the sign-up page before creating a respond.io account. ![Choose%20your%20preferred%20language](https://images.ctfassets.net/ph8r57dk1q9w/1lVh104ucEK5h4GGCZqe9n/8c1a6cdbb27c84bf680735ad05ed3b7e/image17_053a36c756b33fafe5e91f23013e4387.gif) Choosing Arabic or Hebrew as your platform language will switch all platform interfaces to a Right-to-Left (RTL) view. This provides a more personalized and familiar view for Arabic and Hebrew-speaking users. ![Platform%20interfaces%20will%20switch%20to%20a%20Right-to-Left%20view%20for%20Arabic%20and%20Hebrew](https://images.ctfassets.net/ph8r57dk1q9w/ltO1tMvKL2aqTWL4eHySo/cd2b2917c2df20ba98382f0990cf0737/image10_e28dead2271cbd0c191832d3cf87ec70.png) Arabic language users will also see all platform-related emails such as Monthly Active Contact (MAC) limit alerts and email invitations to new Workspace users in Arabic. For all other languages, the language change is limited to platform use and won’t apply to emails yet. If you want to see these added soon, post a feature request [here](https://roadmap.respond.io/feature-request?search=language). ## [November 2023 Updates: Respond AI Agent, SAML Single Sign-on (SSO), Improved Mobile App Messaging Experience and More](https:/respond.io/blog/november-2023-updates-respond-ai-agent-saml-single-sign-on-sso-improved-mobile-app-messaging-experience-and-more) Explore respond.io's November 2023 updates: Respond AI Agent, SAML single sign-on (SSO), AI Assist and direct replies for mobile and our SME100 Award win. We’re approaching the end of 2023 and what a year it’s been! Respond.io released over 35 new features and updates over the last 12 months and won a string of awards, including our recent trophy from Malaysia’s prestigious SME100 Awards for Fast Moving Companies. We also became a [WhatsApp Business Solution Provider](https://respond.io/blog/respondio-is-now-a-whatsapp-business-solution-provider), integrated [Google Business Messages](https://respond.io/blog/respondio-officially-joins-googles-business-messages), gained [ISO 27001:2022 certification](https://respond.io/blog/iso-certification) and moved into our new office in downtown Kuala Lumpur. > On **July 31, 2024**, [Google will deprecate Google Business Messages (GBM)](https://developers.google.com/business-communications/business-messages/resources/release-notes/update-on-gbm), ending the ability to send or receive messages. At respond.io, we’re committed to keeping you connected with your customers. With GBM being phased out, now is the perfect time to transition to alternative channels like the WhatsApp Business Platform (API) to keep your customer conversations going. Learn more about making the switch [here](https://respond.io/blog/whatsapp-business-api). These milestones wouldn’t have been possible without your support and we’re excited to continue serving you well in 2024. On that note, let’s run through November’s releases. Top on the list are Respond AI Agent for smart automatic conversation handling and SAML single sign-on (SSO) for smoother and more secure logins. Our mobile app is also now supercharged with AI Assist and the ability to reply directly to specific messages. Let’s dive in. ### Meet Respond AI Agent: Your Gateway to Smarter Automated Chats 🤖 Facing high volumes of conversations? Wave goodbye to an overloaded inbox and welcome the efficiency of AI Agent powered by Respond AI. ![gif%20showing%20AI%20Agent%20at%20work%3A%20Seamlessly%20handling%20customer%20inquiries%20automatically](https://images.ctfassets.net/ph8r57dk1q9w/5qeyrHv16P0GmeAasfvOb7/33885491c2db7f8e136138f04fa58e24/untitled-design-10_0b7717376a1d996b2afe8ff4399cc57a.gif) AI Agent is an AI chatbot that automatically answers customer inquiries and FAQs, stepping in before a human agent is assigned to the conversation. Let’s explore what you need to know about this groundbreaking update. #### Create your AI Agent With the New AI Agent Workflow Step The new [AI Agent Workflow Step](https://help.respond.io/workflows/step-respond-with-ai) lets you create an AI Agent to respond to customer conversations in a human-like manner. It is designed to provide quick and accurate responses, enhancing the customer experience while reducing agents’ workload. ![Gif%20showing%20how%20to%20create%20an%20AI%20Agent%20with%20the%20new%20AI%20Agent%20Workflow%20Step](https://images.ctfassets.net/ph8r57dk1q9w/793stWyhgSnNLeJtFv26XR/8569bae19f8c818b5509a31f3ce87a62/untitled-design-11_e7a1097ce489e53749e4e90099ea4de5.gif) As part of our first release to launch objective-driven AI, where we design AI capabilities specifically for targeted business goals, we’ve introduced an AI Agent to [answer questions from Contacts](https://help.respond.io/workflows/step-respond-with-ai#configuration). We're actively working on expanding its capabilities to include a broader range of Objectives, such as getting customer information automatically. If you have specific needs, feel free to suggest new AI Objectives tailored to your business requirements in our [feature request board](https://roadmap.respond.io/feature-request). ##### Train AI Agent to Provide Accurate Responses by Adding Knowledge Sources As the goal of an AI Agent is to respond to inquiries promptly and accurately, businesses [must provide knowledge sources](https://help.respond.io/workspace-settings/workspace-setting-respond-ai#ai_agent) for the AI Agent to get its answers from. Leverage your existing documentation and self-help materials by simply uploading these resources or adding webpage links to Respond AI’s [Knowledge Sources](https://help.respond.io/workspace-settings/workspace-setting-respond-ai#knowledge_sources). When [configuring the AI Agent Step](https://help.respond.io/workflows/step-respond-with-ai#configuration), it is mandatory to choose at least one of the following options: Select Knowledge Sources or enable the *Use Snippets as a Knowledge Source* toggle. Businesses also have the option to select both simultaneously. Once one or both of these options are selected, businesses can use the *Reply outside of added Knowledge Sources* toggle, allowing for more flexibility in AI Agent’s responses. #### Use the AI Agent Workflow Step in New and Existing Workflows When a Contact reaches out, the AI will handle their queries. Once it has addressed the Contact's questions, the Contact will then continue down the Success Branch of the Workflow. Additionally, you can design specific journeys for Contacts who haven't replied to the AI within a set time frame, as well as distinct paths for Contacts in scenarios of failures like exhaustion of Respond AI credits, deletion of the channel and other issues. Keep in mind that every AI Agent response costs one [Respond AI Credit](https://help.respond.io/organization-settings/billing-usage#respond_ai_credits). #### Start Using AI Agent Instantly with New Workflow Templates We've added two new [Workflow Templates](https://help.respond.io/workflows/workflows-overview#list_of_workflow_templates) to our library, allowing you to harness the potential of AI Agent swiftly. ![Screenshot%20of%20respond.io%20platform%20showing%20where%20to%20start%20using%20AI%20Agent%20with%20new%20Workflow%20Templates](https://images.ctfassets.net/ph8r57dk1q9w/6FxodhGvmOQBlKn5zAraQb/e0d196f43f263924b4b6d4928c1d0214/c332506943135a8f9cc66a48b7d50623_ca3d25dc938c6578a3719e590e01a521.jpg) The *Assignment: AI Agent* Template allows you to assign a Contact to an AI as soon as a conversation begins and transfer the conversation to human agents when needed. Meanwhile, the *Assignment: Sales and Support AI Agents* allows Contacts to choose between sales or support AI agents and route the conversation accordingly to a human agent whenever necessary. ### Secure Logins are Now Easier With SAML Single Sign-On (SSO) We are excited to introduce the Security Assertion Markup Language (SAML) single sign-on (SSO) feature, a significant enhancement to improve and simplify security access for Enterprise customers. Single sign-on is an authentication method that allows users to log in to multiple applications or systems with a single set of login credentials. It eliminates the need for users to remember and enter separate usernames and passwords for each application while enhancing convenience and security. #### Set Up and Configure SAML SSO for Your Organization To set up SAML SSO for your organization, [configure it](https://help.respond.io/organization-settings/organization-settings-security#configuring_sso_settings) in the new Security page in the Settings Module. Configuration access is limited to Organization Admin and User Admin, with Billing Admins having view-only access. Users with Member access roles can’t see the Settings Module. ![Gif%20showing%20how%20to%20configuring%20SAML%20SSO%20for%20your%20Organization](https://images.ctfassets.net/ph8r57dk1q9w/0R4PYfTlSRVaAAe3J2py8/19762632f5948f5901e76c3de043ed28/35913421bcfd3a11fa6266a0e3729f82_f285957f879835e43c13323252b2ee35.gif) Admins can enable SAML SSO by connecting to their preferred Identity Provider (IDP). After entering the configuration details and verifying them, admins can toggle on *Enable Login with single sign-on (SSO)* to enforce the feature across the organization, streamlining the login process. #### Logins Have Never Been Easier After successfully configuring and enabling SAML SSO, all Users, including Admins, will be logged out automatically. Then, all Users can log in using their approved email associated with the IDP and are not required to enter a password. This applies to both web and mobile app login, ensuring a unified and secure user experience. ![gif%20showing%20how%20to%20log%20in%20to%20respond.io%20with%20email%20or%20SSO](https://images.ctfassets.net/ph8r57dk1q9w/6jwBV1rSJfk8huRSjdjhu1/da975e646dba5a1165550fac5337047e/b743f5693c8f745764e73053dd48e573_b15f8e48947aab2e38749995c6ec2752.gif) However, if Admins disable single sign-on, all Users will be logged out and must log in with a password. Users without a password must create one by clicking *Forget Password.* Additionally, when Users switch from an SSO-protected organization to one that is not, they will be logged out and prompted to log in using their credentials. #### How Can You Access the SAML SSO Feature? To enable SAML SSO for your organization, you need to be subscribed to our Enterprise plan. This feature is available as an add-on to your plan. ![Gif%20showing%20how%20to%20upgrade%20to%20our%20Enterprise%20plan%20to%20get%20access%20to%20SAML%20SSO](https://images.ctfassets.net/ph8r57dk1q9w/6nnoq0vgsKKdQ4grzXUV42/f045024216113dee5508875d60d0fc12/c2d64860fcc60ffc98085974c65c7173_5225dc0794514ab5ed274a5611b9ea68.gif) If you’re an existing Team or Business plan customer, upgrade to the Enterprise plan to access this feature. To learn more about this, [contact our sales team](https://rspd.link/DXMZ). #### Additional Improvements We have also made a minor adjustment to our sign-up page. The Last Name field is now non-mandatory, standardizing the behavior with email and Google sign-up. Additionally, we have relocated the [Permissions settings](https://help.respond.io/organization-settings/organization-settings-security#granting_the_platform_support_permission) for granting respond.io customer support access to your account to the Security page. This enhancement ensures you can manage access permissions and receive support seamlessly, all in one place. ### Elevate Your Messaging Game: AI Assist and Direct Replies is Now on Mobile We're excited to announce that we’ve added new AI Assist and direct replies in the [respond.io - Inbox mobile app](https://help.respond.io/mobile-app/installing-respondio-mobile-app) for a smoother messaging experience. Let’s check out the details. #### Use AI Assist on the Respond.io - Inbox Mobile App 🥳 Following the recent [release of Respond AI Assist](https://roadmap.respond.io/changelog/say-hello-to-ai-assist-powered-by-respond-ai) on the web app, we’ve now made this feature available on the mobile app. Now, agents can generate responses to customers' messages on the go with the press of a button, saving time while ensuring consistent information. ![Gif%20showing%20a%20phone%20screen%20using%20AI%20Assist%20on%20the%20respond.io%20-%20Inbox%20mobile%20app%20](https://images.ctfassets.net/ph8r57dk1q9w/SfnHVYlIBt7H7aK0GkmVh/55eb7c2836a051684252d37cb647feaa/untitled-design-8_73bda4194ef18f1448a3454b69f30dbd.gif) To generate a response with AI Assist, click the AI reply icon on the right side of the Message Composer. If you are satisfied with the response, click the *Insert* button to place the response in the Message Composer, edit it and then send the message. If you are not, you can regenerate the response by pressing the thumbs-down icon. #### Reply to Specific Messages on WhatsApp and Telegram Handling conversations with different contexts in a single chat thread can be challenging. But no worries, we've got you covered! This feature lets you [pinpoint the exact messages](https://rspd.link/I9eR) you want to respond to, just like on the desktop app. You can reply to a message sent either by your customer or yourself. ![Gif%20showing%20how%20to%20reply%20to%20specific%20messages%20on%20WhatsApp%20and%20Telegram](https://images.ctfassets.net/ph8r57dk1q9w/3sRRsvOUMUYDBjvNc5b6xO/b98d758b092eb1a21e406ceb0fdfbfb1/untitled-design-9_f66d9cd3de1c881d8706c0003d373f16.gif) To reply to a specific message, swipe right on the message. Alternatively, double-tap or long-press on the message and click *Reply*. The selected message will be displayed in the Message Composer. Once you send your message, the message you’re replying to will be included in the response. Note that this feature is only available for the respond.io WhatsApp Business Platform (API) and WhatsApp Cloud API. Users of Vonage, Twilio or 360dialog APIs must [migrate to respond.io WhatsApp Business Platform](https://rspd.link/IGO5) to access it. ![Image%20of%20the%20QR%20code%20you%20can%20scan%20to%20download%20the%20respond.io%20-%20Inbox%20mobile%20app](https://images.ctfassets.net/ph8r57dk1q9w/2LY1gBqXLtzgJ6dshhKXay/e43c67bcd67437261da22b6ad0761734/image_0fbcbcaa821e77a2ebdf026a48cbde58.png) Remember to update your respond.io - Inbox mobile app to receive new updates like these. If you haven’t downloaded our new mobile app, scan the QR code above or search for “respond.io - Inbox” in the [Apple App Store](https://apps.apple.com/app/respond-io-inbox/id1667772955) or [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&pli=1). For the best user experience, ensure your device's software is updated to the latest version (Android 10 or higher, iOS 16 or higher). ### Respond.io Secures Prestigious SME100 Award for Fast Moving Companies Respond.io was recently honored with Malaysia’s [SME100 Award for Fast Moving Companies](https://respond.io/blog/respondio-earn-recognition-for-fast-moving-companies-sme100-2023). This underscores its remarkable performance and growth as a small or medium-sized enterprise (SME) in the highly competitive IT industry and highlights its resilience and innovative progress in a rapidly evolving market. ![Hassan%20Ahmed%20%28CTO%29%2C%20Iaroslav%20Kudritskiy%20%28COO%29%20and%20Gerardo%20Salandra%20%28CEO%29%20of%20respond.io%20with%20their%20SME100%202023%20award](https://images.ctfassets.net/ph8r57dk1q9w/4bcRBAomQJESzFEGE996N4/eb3ce64ee3924e0f1010c4d907f8b6af/image_03e3b798fa2a4d19be393220e97c4e5b.png) Since 2009, the SME100 Awards Program has been a hallmark of trust and reliability in the business community. This independently verified and data-driven accolade assures partners, investors and customers of a business's extraordinary success. ## [October 2023 Updates: Stop Workflow for Contact, Trigger Another Workflow & More](https:/respond.io/blog/october-2023-updates-stop-workflow-for-contact-trigger-another-workflow-more) Respond.io unveils long-awaited features like stop Workflow for a specific Contact and trigger a Workflow within another Workflow. Plus, the company is proud to share its most recent accolades! October brought a flurry of long-awaited features! First, we're thrilled to share two highly anticipated Workflow improvements: Respond.io users can now stop a Workflow for a specific Contact and start a Workflow within another Workflow. Updates also extend to the [respond.io - Inbox mobile app](https://help.respond.io/mobile-app/installing-respondio-mobile-app?creative=&device=c&placement=&gclid=CjwKCAiAx_GqBhBQEiwAlDNAZjGmpXQxj2_Ls2gTggMmIpdwU_-8uJsyNpra-T9MXFgVhRKJoeqVWBoC3NEQAvD_BwE&utm_term=&utm_campaign=20752879802&utm_source=google-ads&utm_medium=paidsearch&utm_content=&hsa_acc=3980053060&hsa_cam=20752879802&hsa_grp=&hsa_ad=&hsa_src=x&hsa_tgt=&hsa_kw=&hsa_mt=&hsa_net=adwords&hsa_ver=3&gad_source=1), which now feature Magic Link and Respond AI Prompts. But the excitement doesn't stop there. Customers are the heartbeat of respond.io's success, and it's with immense pride that the company shares its latest achievements: Winning the esteemed titles of [Best Messaging Platform Vendor](https://app.storychief.io/rocketbots/stories/601964/edit#p7lk) and [Malaysia's Leading Omnichannel Marketing Award](https://app.storychief.io/rocketbots/stories/601964/edit#snl7). 🏆 Thank you for being a part of respond.io’s journey! 🚀 Let’s get into the details. ### Fine-Tune Your Conversations: Stop Workflow for a Specific Contact Workflows stand out as a cornerstone feature of respond.io, empowering thousands of enterprises to automate routine tasks seamlessly. However, there are scenarios where agents may find it essential to halt a Workflow while engaging with a customer. Imagine an automated follow-up message scheduled 24 hours after a Contact reaches out. If such a follow-up becomes unnecessary for that specific Contact, it could lead to miscommunication and confusion. Until now, the only recourse was to stop the Workflow for all Contacts. Not anymore! We are delighted to introduce the capability to halt a Workflow for a specific Contact. This update will ensure a smoother transition when you or your agents step in to take control of an automated conversation. Among other benefits, now you can prevent Contacts from navigating through a cluttered chat experience, with the ongoing Workflow responses and manual interactions overlapping. #### Enable Workflow Settings to Stop Workflow for Contact To enable stopping a Workflow for a Contact, navigate to the [Workflows Module](https://help.respond.io/workflows/workflows-overview#workflows_module). The new settings to stop a Workflow for a Contact can be opened in two places. **Option 1**: Workflows Overview > Action Menu > *Workflow Settings* ![How%20to%20access%20the%20new%20Workflow%20Settings%20from%20Workflows%20Overview](https://images.ctfassets.net/ph8r57dk1q9w/4UHsVudSaqWEFVmmGiVXdA/4c086817c6e909ecec3238d1db073be9/ezgifcom-video-to-gif-7_a7a0cfbffe5dcc51439b99f65d08fd59.gif) **Option 2**: Workflow Builder > Settings icon ![How%20to%20access%20the%20new%20Workflow%20Settings%20from%20the%20Workflow%20Builder](https://images.ctfassets.net/ph8r57dk1q9w/7me40oVpH4Lu4qXm2eXzLL/d1414689f6d83f64c7350426a4cf9a4a/ezgifcom-video-to-gif-6_45cab82eaaf8159ade9760a6f0dcc34d.gif) Within the *Workflow Settings*, you’ll be able to choose between two methods to stop a Workflow for a designated Contact: 1. Stop Workflow for a Contact manually in the Messages Module 2. Stop Workflow for a Contact based on an automatic exit condition Let's delve into both options, exploring their distinctions and suitable applications. #### Option 1: Stop Workflow for a Contact Manually in the Messages Module As a manager, if you aim to empower your agents with greater autonomy to intervene and independently halt Workflows, this setup proves ideal for your team. On the *Workflow Settings* menu, enable the toggle that reads *Allow users to stop this Workflow for a Contact.* ![How%20to%20stop%20a%20Workflow%20for%20a%20Contact%20manually%20in%20the%20Messages%20Module](https://images.ctfassets.net/ph8r57dk1q9w/3koe50SLXuLPYwhbyNdhWU/c7707d096a716780300c6de6c2bdea3d/db5b57d54853b9926538874c037b6151_bbfa505b9340063c94e7060c1787b3a1.gif) To stop the Workflow from the Messages Module, navigate to the Workflows icon on the [Conversation Actions menu](https://help.respond.io/messages/messages-overview#conversation_actions). Only agents with the necessary [user permission](https://help.respond.io/workspace-settings/users#step_5_check_any_restrictions_that_apply) can view and use this icon. Then, click the Ongoing Workflows tab and stop the selected Workflow. #### Option 2: Stop Workflow for a Contact Based on an Automatic Exit Condition As a manager, this setup is ideal for your team if there's a concern about potential errors, mitigating the risk of allowing agents to stop Workflows manually. It also comes in handy when agents have restricted access to the Workflow icon on the Conversation Actions menu. In the *Workflow Settings* menu, enable the toggle that reads *Set exit conditions to stop this Workflow for Contact*s. Then, select one or more automatic exit conditions for your Workflow. The Workflow will be stopped for the Contact when one of the specified conditions is met. Whichever exit condition is triggered first will stop the Workflow. ![Stop%20Workflow%20for%20a%20Contact%20based%20on%20an%20automatic%20exit%20condition](https://images.ctfassets.net/ph8r57dk1q9w/75il9wNfS2dyTEMfF9cPtw/ea16fdd88fdbcdaf1913b170276604b5/image_e57324ffaa8a0e2c114f37627164afc5.png) Three types of exit conditions can be used: 1. Outgoing messages: This condition is met when you send a message to the Contact 2. Incoming messages: This condition is met when you receive a message from the Contact 3. Manual assignment: This condition is met when you are manually assigned to the Contact For example, when the *Incoming Message* condition is set up, if a Contact sends a message, the Workflow will automatically stop for them. This allows the Agent to continue the conversation free from interruptions caused by the ongoing Workflow. ### Trigger a Workflow Within Another Workflow In the past, starting a Workflow within another Workflow was not possible. As a workaround, respond.io users had to create complex, multi-step Workflows to achieve the desired customer journey, hindering the user experience. Let’s see how this has changed now. #### New Workflow Step: Trigger Another Workflow The *Trigger Another Workflow* Step empowers you to kickstart a fresh Workflow from within an existing one. This feature lets you create more robust automation and simplifies transitioning your Contacts between different Workflows effortlessly. ![An%20overview%20of%20the%20new%20Workflow%20Step%3A%20Trigger%20Another%20Workflow%20](https://images.ctfassets.net/ph8r57dk1q9w/1hHLfOU6F0xqocNMRdf4MI/29c2607fc17c96115754401df6191a7a/662ef2e370b70ab15bc3b98693b0fb15_33822c885f411ab8ddef6ba714c45541.gif) Now, you can divide extensive Workflows into more manageable, scalable ones. This opens new exciting possibilities. For example, create a chat menu to manage both leads and customers and direct them to different Workflows based on their responses or even the language used — this used to involve a plethora of Steps when done with a single Workflow. #### New Workflow Trigger: Manual Trigger We have released a new Trigger designed to operate in conjunction with the *Trigger Another Workflow* Step. The [Manual Trigger](https://help.respond.io/workflows/workflow-triggers#trigger_manual_trigger) operates quite differently from other Triggers. It can only be used with the *Trigger Another Workflow* Step. ![An%20overview%20of%20the%20new%20Manual%20Trigger](https://images.ctfassets.net/ph8r57dk1q9w/19A3S1tyawJGNqeUfcdct8/1b2111ee4ca1c251b5f97e7da7f31566/e9162aa9a71d23cf5254f36ea89f3b90_8811872db28f9c166550e68b3fe05a77.gif) To connect a secondary Workflow to the main one, your Workflows must meet two conditions: 1. The main Workflow has a Trigger Another Workflow Step built into it 2. The secondary Workflow starts with a Manual Trigger With this setup, whenever the Trigger Another Workflow Step is activated in the main Workflow, the secondary Workflow will run. #### New Workflow Template: Multi-Level Chat Menu The new *Multi-Level Chat Menu* [Workflow Template](https://help.respond.io/workflows/workflows-overview#list_of_workflow_templates) will help you quickly grasp the capabilities of the newly introduced *Trigger Another Workflow* Step. This Workflow Template for inbound conversations features an interactive menu with sub-menus containing one Workflow each. Since this is a template, these options can be edited to suit your use case. ![To%20new%20Workflow%20Templates%20to%20get%20started%20with%20the%20Step%3A%20Trigger%20Another%20Workflow](https://images.ctfassets.net/ph8r57dk1q9w/242uls8XYd2uWPQpYxhb3l/1d33271ab5697ca6d475204bec912e9b/image_d1da05f40449b9d77aead41858dc4dfd.png) The Workflow starts when the Contact initiates a conversation by sending a message. Then, the business responds with an interactive menu with several default options for the contact to choose from: *Product*, *Service*, *About us* and *Talk to Sales*. When the Contact selects one of the options based on their inquiry or area of interest, they enter the corresponding Workflow to continue their customer journey. The Contact can choose to return to the main menu at any moment. ### Respond.io Mobile App Improvements We're excited to announce that we’ve enhanced the [respond.io - Inbox mobile app](https://help.respond.io/mobile-app/installing-respondio-mobile-app?creative=&device=c&placement=&gclid=CjwKCAiAx_GqBhBQEiwAlDNAZjGmpXQxj2_Ls2gTggMmIpdwU_-8uJsyNpra-T9MXFgVhRKJoeqVWBoC3NEQAvD_BwE&utm_term=&utm_campaign=20752879802&utm_source=google-ads&utm_medium=paidsearch&utm_content=&hsa_acc=3980053060&hsa_cam=20752879802&hsa_grp=&hsa_ad=&hsa_src=x&hsa_tgt=&hsa_kw=&hsa_mt=&hsa_net=adwords&hsa_ver=3&gad_source=1) to improve your experience. Now, you can enjoy easy sign-ins with Magic Link and improve customer interactions with the Respond AI Prompts feature. #### Sign in Without a Password Using Magic Link Experience hassle-free access to the respond.io - Inbox mobile app with Magic Link, a sign-in method tailored for your convenience. Gone are the days of password hassles and forgotten credentials; now, you only need your email. ![How%20to%20sign%20in%20to%20respond.io%20using%20Magic%20Link](https://images.ctfassets.net/ph8r57dk1q9w/4D3iwbVzC2Qx68X1ooQrj8/647e8a13e97358852524b25e00dff4c8/untitled-design_f9a1e7ab5501c5ec4f150d73d7c67a39.gif) Open the mobile app, choose *Sign In with Magic Link* as your sign-in method, enter your associated email and request the Magic Link. Check your email for the unique magic link and click on it to sign in without inputting your password. #### AI Prompts Now Available on the Mobile App Following the recent [release of Respond AI Prompts](https://respond.canny.io/changelog/respond-ai-beta-is-here), we’ve made this feature available on the mobile app! To access it, tap the + icon in the messaging console to display all the messaging tools. Compose your message and tap on the magic wand icon 🪄 to access all your available AI prompts and use them to enhance your message. ![How%20to%20use%20Respond%20AI%20Prompts%20in%20the%20respond.io%20-%20Inbox%20app](https://images.ctfassets.net/ph8r57dk1q9w/3cAI5pNFzOn2653ueXK7lM/c80b68c2bfcb097c0ec67ae34a1c2641/untitled-design-1_244f4e3a41664eae27521a3dc9235a35.gif) Remember to update your mobile app to unlock new updates for a more enhanced mobile experience! If you haven’t downloaded our new mobile app, search for respond.io - Inbox in the [Apple App Store](https://apps.apple.com/app/respond-io-inbox/id1667772955) or [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&pli=1). For the best user experience, ensure your device's software is updated to the latest version (Android 10 or higher, iOS 16 or higher). ### Honors Galore: Respond.io in the Spotlight Exciting things have been happening! Respond.io is stoked to share the fantastic awards recently bagged. These aren't just shiny trophies; they're high-fives for our dedication to making innovative conversational solutions. #### Respond.io Clinches Best Messaging Platform Vendor At [GITEX Global 2023](https://respond.io/blog/respondio-unveils-ai-powered-solutions-at-gitex-global-2023), the leading global technology conference in Dubai, respond.io secured the esteemed title of [Best Business Messaging Platform Vendor](https://respond.io/blog/best-business-messaging-platform). This prestigious award reflects respond.io's dedication to excellence and innovation in advancing digital business growth in the Middle East. ![CEO%20Gerardo%20Salandra%20proudly%20accepting%20the%20Best%20Messaging%20Platform%20Vendor%20award%20for%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7nFhtu4s2279ywdGo1MJ2s/b7b2294a5b960f887048737e99564f94/image_f05ccfd15b115ca30fa0960c1b2a0e0e.png) Recognition alongside industry giants such as Lenovo, Cisco and Fortinet further establishes respond.io as a leader, skillfully navigating the dynamic landscape of conversational AI and business messaging. #### Respond.io Claims Malaysia's Leading Omnichannel Marketing Award Respond.io secured the prestigious [Malaysia's Leading AI-Driven Omnichannel Marketing award](https://respond.io/blog/leading-ai-driven-omnichannel-marketing) at the Malaysia Digital Expo 2023 Awards Night. This recognition underscores the company’s leadership in leveraging AI for elevating customer experiences. ![CEO%20Gerardo%20Salandra%20embraces%20Malaysia%27s%20Leading%20Omnichannel%20Marketing%20award%20for%20respond.io.](https://images.ctfassets.net/ph8r57dk1q9w/4HddJ2aZNz93D5bL0YeYdh/f68459445f16f6fefd28d6b21987d179/image_ad4a5e73179c5cf86960121479542536.png) In total, 37 tech-related awards were presented to acknowledge outstanding contributions to Malaysia's digital economy. Respond.io joined the ranks of Carsome, DHL, AirAsia and Sony as award recipients for the night. ## [Offer a Frictionless Customer Experience and Increase Sales Up To 50%](https:/respond.io/blog/frictionless-customer-experience) Are you driving potential customers away because they can’t reach your business? Create a frictionless customer experience so you never miss out on a sale. Do you provide a frictionless customer experience to everyone who contacts your business? If not, you might be driving prospects away! Customer friction is a major cause of lost sales, with [50% of consumers saying they would switch to a different vendor](https://www.forbes.com/councils/forbestechcouncil/2023/03/29/fighting-the-friction-that-foils-e-commerce-revenues-profit-and-loyalty/) because of friction in the buying experience. It’s essential to identify what’s standing in the way of customers making a purchase so you can make their journey as smooth as possible. We’ll show you typical reasons potential buyers have a poor experience contacting a business and give you tips on how to ensure a frictionless customer experience. ### 3 Obstacles to a Frictionless Customer Experience Every obstacle or frustration a prospect encounters makes them less likely to follow through with a purchase. Here are three of the most common causes of customer friction. #### Relying on Traditional Channels We’ve all had poor experiences trying to purchase something online. You have a question about a product and have to fill out a long Contact Us form and wait for an email. If the company takes several days to get back to you, will you wait or go to a competitor? #### Directing Customers to Self-Service Portals Then there are self-service portals. In theory, they sound good. After all, [67% of customers prefer to make a purchase](https://www.tidio.com/blog/self-service-statistics/) without even talking to a salesperson. But the problem is that these portals are often difficult to navigate and don’t provide the necessary information. ![image%20illustrating%20things%20that%20stand%20in%20the%20way%20of%20a%20frictionless%20customer%20journey](https://images.ctfassets.net/ph8r57dk1q9w/431McUPdSwgdrLfqE0ZRRb/396b443d49e4b55db01edf84df81febd/increase-sales-reduce-customer-friction-image-01-1_b6323f4fca72e13231d0f08002fd8615.png) #### Making it Difficult for Customers to Contact Your Business Finally, when prospects do need to speak to someone before making a decision, businesses [make it hard for them to reach out](https://respond.io/blog/conversation-led-growth#toc-mobile-2): chatbots that offer no option to speak to a human agent, needing to login to a customer account to talk to someone, contact details buried in another part of the website. With so many other options out there, why bother to jump through hoops to reach a company? A recent study showed that [77% of consumers who had a negative experience](https://www.accesswire.com/743531/spectrm-state-of-social-conversational-commerce-2023-report-finds-consumers-spend-more-with-brands-that-communicate-on-messaging-apps) trying to contact a company decided not to purchase. We’ll share four ways to make sure you aren’t putting your potential customers through experiences like this. ### 4 Ways to Offer a Frictionless Customer Experience Here’s how to give your prospects a frictionless customer experience when they visit your website or social pages or search for you online. The smoother their journey, the more likely they are to make a purchase. #### 1\. Make Information Easy to Find When prospects are considering a product, they don’t want to search all over a website to get basic information like pricing and features. The key details about your product must be clearly available. As soon as someone visits your website, they should understand what your product does and how it can benefit them. To provide further pre-purchase information, set up FAQ in a prominent place. It’s often quicker for prospects to get answers to these FAQ from an automated chat. Consider setting up a [website chat widget](https://respond.io/blog/omnichannel-widget#toc-mobile-1) to answer FAQ automatically. When people message a business, they expect fast replies and automation gives them that. One survey showed that [74% of customers prefer chatbots](https://www.dashly.io/blog/chatbot-statistics/) for finding quick answers to simple questions. Even if they have a question that can’t be answered, [an auto-reply](https://respond.io/blog/whatsapp-auto-reply-message-sample) can help manage their expectations of when they can hear from a human agent. #### 2\. Optimize Your Chatbots and Train Your AI There’s nothing more frustrating than a chatbot that doesn’t understand what you’re asking. When used correctly, chatbots save time and provide customers the information they need faster. But a chatbot that keeps going in circles will drive prospects away, and they’ll likely never come back. Developments in conversational AI allow for greater flexibility with questions or answers, but AI requires training. For example, [Respond AI](https://respond.io/blog/respond-ai) encourages users to add knowledge sources so that AI is equipped with full knowledge of your company and product. You can also train it to recognize cues that the customer requires human intervention, such as asking to speak to a real person. It should then assign the conversation to a human agent and let the customer know when an agent will be available to assist them. #### 3\. Enable a Range of Ways to Contact You If prospects need to contact a human to answer questions or a conversation with a salesperson is required before making a purchase, it should be immediately obvious how to contact you. A web chat widget as mentioned above is a great way to provide options for them to contact you on their preferred channel. Chat options on your social pages also allow people to get in touch easily when they’re not on your website. To make it easy for people to contact you when they search for you online, add a [WhatsApp link to your Google Business Profile](https://respond.io/blog/google-my-business-whatsapp). ![illustration%20of%20an%20omnichannel%20chat%20widget%2C%20a%20way%20to%20provide%20a%20frictionless%20customer%20experience](https://images.ctfassets.net/ph8r57dk1q9w/54WzkfPgIHNCu7aBGqJTQ3/72803eed8f6b2418089c33ca8e508b38/increase-sales-reduce-customer-friction-image-02-1_76af9309ceda776774d30e39d443a545.png) Many customers prefer to contact businesses over instant messaging, with [82% making a purchase](https://www.accesswire.com/743531/spectrm-state-of-social-conversational-commerce-2023-report-finds-consumers-spend-more-with-brands-that-communicate-on-messaging-apps) after communicating with a brand via Facebook Messenger, Instagram, or WhatsApp. Recently, WhatsApp announced the [WhatsApp Business Calling API](https://help.respond.io/whatsapp/whatsapp-business-calling-api) for an additional means for customers to contact businesses, especially for complex situations that's best handled by a human agent. An [omnichannel inbox](https://respond.io/blog/omnichannel-communication#toc-mobile-7) on a conversation management platform like respond.io allows customers to contact you across channels while all messages go to a central inbox so you won’t miss anything. #### 4\. Shorten or Eliminate Contact Forms Having to fill out a long contact form puts leads off. For a frictionless customer experience, ask for only the most essential details, or better yet, [eliminate contact forms altogether](https://www.linkedin.com/pulse/bring-leads-faster-contact-us-form-alternatives-respondio-skoec/?trackingId=yX0sl6fwSCmH3PfTaFvU2w%3D%3D). Rather than using a contact form, if prospects contact you through an instant messaging channel, you’ll receive their contact details, for example, their WhatsApp phone number, as soon as they send you a message. With a platform like respond.io, you can also [integrate with a CRM](https://respond.io/blog/whatsapp-crm#toc-mobile-10), so the contact details coming in through instant messaging will be synced directly with your CRM. Your business receives the necessary contact details and leads don’t need to spend time filling out forms. ### Give Your Customers a Smooth Journey at Every Step Ready to create a frictionless customer experience? For best results with most of these suggestions, you’ll need a conversation management platform like respond.io. That way, prospects can contact you on any channel, and you’ll never miss a message. Our own customers have seen a [20% increase in conversions](https://respond.io/customers/how-ferreteria-epa-ca-increased-sales-conversions-by-20) after implementing an omnichannel inbox and automating replies to inquiries. Automation and AI make it easy to reply instantly and answer most common inquiries so some prospects may become customers without even needing to converse with a human. To see how [respond.io](http://respond.io/) can help take friction out of the customer journey, try it for free now or contact us for a [customized demo](https://respond.io/demo). ### Further Reading If you’ve found this article helpful, consider these other blogs to help streamline your marketing and sales over chat. - How to Improve WhatsApp Customer Experience and Engagement - Conversation Led Growth: Where Conversations Drive Business Results - Conversational Sales: A Quick Guide to Conversational Selling ## [Omnichannel Ecommerce: A Guide to Omnichannel Commerce ](https:/respond.io/blog/omnichannel-ecommerce) Want to learn more about omnichannel ecommerce? In this article, we’ll discuss the advantages and how your business can benefit from using one. Looking to incorporate omnichannel ecommerce into your business strategy, but not quite sure where to start? We’ve got you covered. This blog post will guide you through the basics of omnichannel commerce and how it differs from a multichannel approach. We'll also explore the numerous benefits of utilizing an omnichannel approach and examine some real-world examples of businesses that have successfully leveraged it to their advantage. Finally, we'll discuss how businesses can optimize their omnichannel ecommerce strategy with the respond.io platform. ### What is Omnichannel Ecommerce? Omnichannel ecommerce aims to create a holistic shopping experience for customers across multiple platforms, both online and offline. Customers can interact with a brand through various touchpoints, such as a website, messaging apps and physical stores, and receive a consistent and personalized experience at every step. ![This%20is%20an%20image%20that%20shows%20what%20is%20omnichannel%20in%20ecommerce.%20Omnichannel%20ecommerce%20aims%20to%20create%20a%20holistic%20shopping%20experience%20for%20customers%20across%20multiple%20platforms%2C%20both%20online%20and%20offline.%20Customers%20can%20interact%20with%20a%20brand%20through%20various%20touchpoints%2C%20such%20as%20a%20website%2C%20messaging%20apps%20and%20physical%20stores%2C%20and%20receive%20a%20consistent%20and%20personalized%20experience%20at%20every%20step.](https://images.ctfassets.net/ph8r57dk1q9w/6arLyfMFaD3ksLuLTjtakk/27e27d1d96b7ff9da7dc01d182c85008/image_6e302f54ab005a8ae5c4b98e382d3f82.png) For example, a customer may seek product consultation or support over [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [WhatsApp](https://respond.io/blog/whatsapp-business), [Instagram](https://respond.io/blog/instagram-business-chat) or [WeChat](https://respond.io/blog/wechat-official-account), and then complete the purchase on a desktop or website. To better understand omnichannel in ecommerce, let’s compare it to a multichannel strategy. #### Omnichannel vs Multichannel Ecommerce: The Differences In this section, we'll compare multichannel and [omnichannel communication](https://respond.io/blog/omnichannel-communication) approaches to help businesses decide which is best for their customer engagement. Multichannel ecommerce involves selling through multiple channels, both online and offline, which offers several benefits to businesses. The ability to diversify sales across various channels is one of the key advantages of this strategy. It reduces dependence on any single channel and potentially increases revenue streams. Additionally, multichannel ecommerce can increase brand exposure and sales opportunities while offering customers flexibility. However, since these channels are not integrated, they can lead to a fragmented customer experience. | Retail Strategy | Advantages | Disadvantages | | --- | --- | --- | | Multichannel | Offers customers more options for engagement | Inconsistent customer experience due to disconnected channels | | Omnichannel | Wide audience reach Offers a personalized and consistent customer experience | Requires tech investment to integrate all channels and customer data | For instance, if a customer schedules a repair appointment for an item via Instagram but the store is unaware of the arrangement, it can result in frustration and a poor customer experience. Omnichannel ecommerce, on the other hand, integrates all channels to offer a seamless and unified customer experience. This requires ecommerce businesses to invest in technology and processes to integrate data and deliver personalized customer services. However, the effort is worth it. Let's explore the advantages of implementing an omnichannel strategy for ecommerce and retail businesses. #### Benefits of Omnichannel Commerce Retailers can reap multiple benefits by adopting an omnichannel ecommerce approach. Engaging with customers on their preferred channels can boost customer engagement and satisfaction. This can result in increased customer retention and higher sales. Omnichannel ecommerce also provides a seamless and consistent shopping experience across all channels, building customer trust and increasing customer satisfaction and retention. ![This%20is%20an%20image%20that%20shows%20the%20benefits%20of%20using%20ecommerce%20omnichannel%20strategy.%20It%20helps%20to%20boost%20customer%20loyalty%2C%20create%20seamless%20shopping%20experience%20for%20customers%2C%20expands%20sales%20opportunities%20with%20more%20channels%20and%20collect%20data%20and%20insights%20to%20improve%20customer%20service.](https://images.ctfassets.net/ph8r57dk1q9w/3VrOWAz4VDFWQohFEQMvlg/656669f1841c2cd6a62bed3ba815eb19/concepts-conversational-commerce-image-01-1_98cf965358e8eb05b504931cb2169495.png) It can help businesses reach a wider audience and improve conversion rates, leading to increased sales and revenue. Offering convenient and personalized customer experiences also helps them stand out in a competitive landscape. Integrating data from multiple channels provides a holistic view of customer behavior and preferences for data-driven decisions. This can be used to improve the customer journey and drive business growth. Next, we’ll share three businesses that successfully implemented omnichannel strategies to enhance the customer experience, boost sales and stay competitive in today's market. ### Omnichannel Ecommerce Examples: How 3 Businesses are Winning the Game Here are three real-life examples of businesses using omnichannel ecommerce to improve customer engagement, increase sales and offer better customer support. #### Yoho Hong Kong’s largest e-commerce platform, Yoho, was struggling to provide efficient and personalized customer support. It needed a solution to [manage customer inquiries on multiple messaging channels and automate some of its customer service tasks](https://respond.io/customers/how-yoho-centralized-6-support-channels-to-improve-chat-response-times-by-84). ![This%20is%20an%20image%20that%20shows%20how%20yoho%20centralize%206%20support%20channels%20to%20improve%20chat%20response%20times%20by%2084%25](https://images.ctfassets.net/ph8r57dk1q9w/4VCYN6AIRt4RBwX7IN82GD/e356257660198b021baaafb3567a4ba0/63a3c7b144faf880c63f5eb2-casestudies-yohoimage04-800_610cc1acc23ac9e5ba98be0e546dd917.jpeg) Respond.io consolidated Yoho’s customer channels into one platform, simplifying the process for its support team to respond to inquiries across multiple channels. It also automated certain customer service tasks for Yoho, including sending out order updates and following up on queries. As a result, Yoho’s response times are now 84% faster than they used to be. Using automated FAQs has also shortened their average resolution time, leading to a 9% growth in members over four months. #### Best Buy By utilizing omnichannel ecommerce, Best Buy has been able to maintain its competitiveness with other online retailers. Its services include in-store pickups for online purchases, same-day delivery in certain areas and a price-matching assurance across all channels. Additionally, its mobile app offers in-app purchases, live chat, price comparisons, personalized recommendations and an overall smooth shopping experience. #### Nike Nike fully embraces the omnichannel approach with seamless shopping options, including online ordering with in-store pickup and a mobile app for browsing and reserving products. The NikePlus loyalty program even offers exclusive benefits to members and shoppers can access the program via the website or their four different apps: Nike Run Club, Nike Training Club, SNKRS, or the Nike app. In the next section, we'll discuss how using customer conversation management software like respond.io can help you improve your omnichannel ecommerce strategies. ### Omnichannel Ecommerce with Respond.io: 6 Quick Wins As mentioned, leveraging omnichannel ecommerce can bring significant advantages to your business. But if you’re looking for a way to bring your business up another level, respond.io can help. ![This%20is%20an%20image%20that%20shows%20how%20you%20can%20use%20omnichannel%20in%20ecommerce%20with%20respond.io.%20You%20can%20connect%20it%20with%20popular%20messaging%20apps%2C%20integrate%20custom%20channels%2C%20implement%20omnichannel%20chat%20widget%2C%20create%20chat%20buttons%2C%20links%20and%20qr%20codes%2C%20send%20promotional%20messages%20and%20finally%20gain%20insights%20and%20reports%20and%20analytics.](https://images.ctfassets.net/ph8r57dk1q9w/6k4AnnXZ2laGFDFS4PyZRi/668dfba11932178bbd41347fe7cd8176/concepts-omnichannel-ecommerce-image-04_0f534150c0c2aa39e1271985a7082f4f.png) Here, discover how businesses can benefit from using respond.io to improve their communication channels and customer support. #### Omnichannel Commerce: Centralize All Popular Channels in One Place Respond.io is an omnichannel inbox for channels like WhatsApp, Facebook Messenger, [Telegram](https://respond.io/blog/telegram-for-business) and [Viber](https://respond.io/blog/viber-for-business). It lets ecommerce businesses handle all inquiries in one place, no matter which channels customers use. This saves time and resources while also making sure that customers receive fast and effective communication. ![This%20is%20a%20screenshot%20that%20shows%20how%20an%20omnichannel%20inbox%20looks%20like](https://images.ctfassets.net/ph8r57dk1q9w/2LVKubyPGISXoCRYZRojVx/cdc44309cb2e149049c2ee451e0984c0/image_b9e9ac3d0bb2d6b9bc416ed89d9b2582.png) Moreover, respond.io allows you to [recognize returning customers](https://respond.io/blog/merge-contacts) on any channel, enabling ecommerce businesses to track interactions across channels and offer personalized service. This enhances the omnichannel experience, increasing customer satisfaction and retention. #### Omnichannel Ecommerce Platform: Integrate Custom Channels like In-app Chat, Chats from Ecommerce Platforms and More Respond.io offers flexible integration with over 5,000 applications, including popular e-commerce platforms like [Shopify](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify), [Magento](https://help.respond.io/e-commerce-crm-integrations/ecommerce-integration-magento), [BigCommerce](https://help.respond.io/e-commerce-crm-integrations/big-commerce), and [WooCommerce](https://help.respond.io/e-commerce-crm-integrations/ecommerce-integration-woocommerce). Businesses can manage all customer conversations and data on a single platform, as well as automate messages and more. Additionally, respond.io integrates with CRMs and other tools like [Hubspot](https://help.respond.io/e-commerce-crm-integrations/hubspot) and [Salesforce](https://help.respond.io/e-commerce-crm-integrations/salesforce), allowing for the [creation of deals and tickets](https://help.respond.io/inbound-conversations) or retrieving and updating data while chatting with customers. Furthermore, its [custom channel integration](https://help.respond.io/channels/custom-channel) allows e-commerce businesses to connect any custom channel with an open API to the platform. This includes proprietary messaging apps or an e-commerce platform's native inbox, such as Lazada's chat inbox. #### Omnichannel Commerce: Offer Customers Flexibility with an Omnichannel Chat Widget Respond.io’s [omnichannel chat widget](https://respond.io/blog/omnichannel-widget) presents all connected channels in a single [collapsible widget](https://help.respond.io/workspace-settings/growth-widgets), enabling customers to contact businesses through their preferred channels easily. ![An%20omni%20channel%20chat%20widget%20is%20one%20of%20an%20omnichannel%20communication%20platform%u2019s%20features.%20It%20gives%20website%20visitors%20a%20range%20of%20channel%20options%20to%20communicate%20with%20the%20business%2C%20for%20example%2C%20WhatsApp%20and%20Messenger.%20Instead%20of%20displaying%20each%20channel%u2019s%20widget%20individually%2C%20an%20omnichannel%20chat%20widget%20contains%20all%20the%20widgets%20in%20a%20single%20collapsible%20widget.%20This%20lets%20businesses%20have%20a%20clutter-free%20website%20while%20allowing%20visitors%20to%20access%20the%20widgets%20with%20ease.](https://images.ctfassets.net/ph8r57dk1q9w/2eCNs9F6wUVmVhsZyV46eW/6d02ddb100e4f40ba413b193a296d1c5/OmnichannelGIF_ee211f388dd34c54fd2b66ad5cb8b4ca.gif) Messaging apps provide more reliable customer contact information than web chat, as website visitors can be anonymous or provide fake data. Businesses can save these contacts in their lists to identify them in future interactions or target them in promotional messages. #### Omnichannel Ecommerce Platform: Use Chat Buttons, Links and QR Codes to Drive Engagement Respond.io helps businesses facilitate cross-channel communication so customers can reach them through various touchpoints. For instance, businesses can effortlessly turn social media followers into WhatsApp contacts by [adding WhatsApp chat buttons on Facebook](https://respond.io/blog/how-to-add-whatsapp-button-on-facebook-page) or [Instagram](https://respond.io/blog/whatsapp-link-for-instagram). In addition, businesses can encourage engagement by sharing chat links in digital spaces or displaying QR codes on their website or physical stores. This unified shopping experience bridges physical and digital channels, letting customers talk to businesses on their preferred channels. #### Omnichannel Commerce: Send Promotional Messages on Multiple Channels With respond.io's [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview), businesses can easily send or [schedule targeted broadcast messages](https://help.respond.io/broadcasts/sending-a-simple-broadcast#schedule_broadcast_and_customize_send_rates) across multiple channels. Moreover, integrations with platforms such as Shopify, WooCommerce, and Magento allow businesses to trigger automated messages in response to events or customer actions. This includes sending timely messages such as [drip campaigns](https://respond.io/blog/whatsapp-promotional-messages#toc-mobile-6), [abandoned cart messages](https://respond.io/blog/whatsapp-promotional-messages#toc-mobile-5), order confirmations, delivery updates and more. #### Omnichannel Ecommerce: Boost Retail Sales with Reporting Insights The [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) on respond.io offers insights into conversations and agent performance. It helps businesses identify areas for improvement, such as knowledge gaps or messaging inefficiencies, and develop strategies to optimize their customer interactions and drive growth. ![This%20is%20a%20screenshot%20that%20shows%20the%20report%20module%20from%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/1fxbOTAYNanb8yak55OLXd/6fc9f21a3f56488eda9ee8c0057645d2/image_7dcc88fb7678eaa89be53b0dfc6ec5c3.png) Omnichannel ecommerce has become an essential strategy for online retailers. By integrating all channels, businesses can provide a seamless and consistent shopping experience across all touchpoints. If you're looking to take your business to the next level, [sign up for our free trial](https://app.respond.io/user/register) today! ### Further Reading Interested to learn more about how your business can benefit from an omnichannel approach? You may find these articles helpful: - Everything You Need to Know about Omnichannel Chat Widget - Why Use an Omnichannel Support Platform - Enhance Customer Experience with an Omnichannel Communication Platform ## [Omnichannel Widget: Everything You Need to Know about Omnichannel Chat Widget ](https:/respond.io/blog/omnichannel-widget) Wonder what an omnichannel widget is? This blog post will help you understand the omnichannel chat widget, its advantages and how to set it up. Wonder what an omnichannel widget is? This blog post will answer your questions. We’ll start by understanding the omnichannel chat widget and its advantages compared to a conventional live chat widget. Then, we’ll look at how sales and support teams can benefit from an omnichannel chat widget. Lastly, we’ll go over the steps to set one up. ### What is an Omnichannel Chat Widget? An omnichannel chat widget is one of an [omnichannel communication platform’s](https://respond.io/blog/omnichannel-communication) features. It allows website visitors to communicate on a range of channels, such as [WhatsApp](https://respond.io/blog/whatsapp-business), [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [Instagram](https://respond.io/blog/instagram-business-chat) and [Telegram](https://respond.io/blog/telegram-for-business). ![An%20omni%20channel%20chat%20widget%20is%20one%20of%20an%20omnichannel%20communication%20platform%u2019s%20features.%20It%20gives%20website%20visitors%20a%20range%20of%20channel%20options%20to%20communicate%20with%20the%20business%2C%20for%20example%2C%20WhatsApp%20and%20Messenger.%20Instead%20of%20displaying%20each%20channel%u2019s%20widget%20individually%2C%20an%20omnichannel%20chat%20widget%20contains%20all%20the%20widgets%20in%20a%20single%20collapsible%20widget.%20This%20lets%20businesses%20have%20a%20clutter-free%20website%20while%20allowing%20visitors%20to%20access%20the%20widgets%20with%20ease.](https://images.ctfassets.net/ph8r57dk1q9w/2eCNs9F6wUVmVhsZyV46eW/6d02ddb100e4f40ba413b193a296d1c5/OmnichannelGIF_ee211f388dd34c54fd2b66ad5cb8b4ca.gif) Instead of displaying each channel’s widget individually, an omnichannel chat widget contains all the widgets in a [single collapsible widget](https://help.respond.io/workspace-settings/growth-widgets). This lets businesses have a clutter-free website while allowing visitors to access all channels with ease. While it may sound like a simple feature, there are a lot of benefits that come with it. #### Advantages of an Omnichannel Chat Widget Before the omnichannel chat widget was introduced, businesses were using live chat widgets on their website. Although it is easier to reach a business via live chat compared to other traditional channels like email and phone calls, it presented two main weaknesses. First, businesses cannot generate leads and build consistent relationships with customers due to the anonymity of website chat. While some businesses try to overcome this by including a contact form, contacts often fill in fake details. In addition, conversation history can be scattered if customers switch browsers to message businesses. This forces customers to describe their problems repeatedly to get the assistance they need. Thankfully, an omnichannel chat widget solves these problems. Once a website visitor starts a conversation, businesses can gain certain contact information based on the channel they use. For instance, if they message you via a WhatsApp widget, you can get their phone number and add them to your contact list. ![Once%20a%20website%20visitor%20starts%20a%20conversation%2C%20businesses%20can%20gain%20certain%20contact%20information%20based%20on%20the%20channel%20they%20use.%20For%20instance%2C%20if%20they%20message%20you%20via%20a%20WhatsApp%20widget%2C%20you%20can%20get%20their%20phone%20number%20and%20add%20them%20to%20your%20contact%20list.%20Plus%2C%20the%20conversation%20history%20will%20also%20be%20reflected%20in%20the%20channel%u2019s%20app%2C%20giving%20them%20the%20flexibility%20to%20continue%20the%20conversation%20in-app%20or%20on%20the%20chat%20widget.%20%20As%20a%20result%2C%20businesses%20can%20generate%20more%20leads%2C%20build%20positive%20relationships%20with%20customers%20and%20give%20customers%20peace%20of%20mind%20knowing%20that%20they%20don%u2019t%20have%20to%20repeat%20background%20information%20on%20their%20issues%20whenever%20they%20contact%20a%20business%20for%20support.%20%20This%20also%20helps%20businesses%20achieve%20their%20omnichannel%20platform%20objective%2C%20which%20is%20to%20offer%20a%20consistent%20customer%20experience%20across%20every%20touchpoint.%20](https://images.ctfassets.net/ph8r57dk1q9w/01BaIegz70KqfiTMmJLc8e/520f2058bbd90a3c3d20c1f2b8f59ea3/ConceptsOmnichannelChatWidget_1f8ac03890a3c09640ca00a222e57327.png) Plus, the conversation history will also be reflected in the channel’s app, giving them the flexibility to continue the conversation in-app or on the chat widget. As a result, businesses can generate more leads, build positive relationships with customers and give customers peace of mind knowing that they don’t have to repeat background information on their issues whenever they contact a business for support. This also helps businesses achieve their [omnichannel platform objective](https://respond.io/blog/omnichannel-communication#toc-mobile-0), which is to offer a consistent customer experience across every touchpoint. Next, we’ll look at how using an omnichannel chat widget via a messaging platform like respond.io can benefit your business. ### Respond.io Omnichannel Chat Widget: 4 Quick Wins Multiple use cases are possible with respond.io. However, an omnichannel chat widget benefits customer-facing teams like sales and support the most. ![Multiple%20use%20cases%20are%20possible%20with%20respond.io.%20However%2C%20an%20omnichannel%20chat%20widget%20benefits%20customer-facing%20teams%20like%20sales%20and%20support%20the%20most.%20This%20section%20will%20show%20you%20how%20your%20teams%20can%20benefit%20from%20the%20respond.io%20omnichannel%20platform.%20](https://images.ctfassets.net/ph8r57dk1q9w/5GnbG6geUORTZ6bO6QOmn1/cc014e15558c01ef0b512cd99eecdb8c/ConceptsOmnichannelChatWidget_Image02_b2a6457ebba460bdfa1b30a22e59bd37.png) This section will show you how your teams can benefit from the respond.io omnichannel platform. #### Manage Conversations Across Channels Respond.io is an omnichannel customer conversation management software that supports [popular messaging channels around the world](https://respond.io/blog/top-messaging-apps) like WhatsApp, [LINE](https://respond.io/blog/line-official-account) and [Viber](https://respond.io/blog/viber-for-business). It also has an omnichannel chat widget for all the channels. ![Respond.io%20has%20a%20complete%20omnichannel%20messaging%20inbox%20that%20supports%20all%20of%20the%20popular%20messaging%20channels%20like%20WhatsApp%2C%20LINE%20and%20Viber.%20It%20also%20has%20an%20omnichannel%20chat%20widget%20for%20the%20channels%20to%20provide%20a%20complete%20omnichannel%20experience.%20With%20respond.io%2C%20businesses%20can%20manage%20conversations%20across%20multiple%20channels%20and%20perform%20a%20range%20of%20tasks%20in%20one%20place.%20While%20it%20can%20be%20overwhelming%20for%20sales%20and%20support%20representatives%20to%20handle%20high%20volumes%20of%20inbound%20messages%2C%20respond.io%20has%20all%20the%20features%20businesses%20need%20to%20ease%20their%20workload.](https://images.ctfassets.net/ph8r57dk1q9w/1kezdTaVyUDh2gJImpM1ar/3b3b84c06e6d6a7cec1060b2284ee0bd/ScreenShot2022-11-23at9_56_16AM_5126c53cc6e9d32b149d498d0ff9886c.png) With respond.io, businesses can manage conversations across multiple channels from a [central inbox](https://help.respond.io/messages/messages-overview). This, alongside features like [canned responses](https://help.respond.io/workspace-settings/snippets), helps to improve response times and in turn boosts customer satisfaction. While it can be overwhelming for sales and support representatives to handle high volumes of inbound messages, respond.io has all the features businesses need to ease their workload. Let’s take a look at some of them below. #### Get a Holistic View of Customers Customers [expect businesses to be equipped with their information and conversation histories](https://respond.io/blog/omnichannel-communication#toc-mobile-2) regardless of which channel their past chats occurred on. With respond.io, you can prevent siloed conversations across channels with the [Contact Merge](https://respond.io/blog/merge-contacts#toc-mobile-4) feature. First, [collect basic information](https://respond.io/blog/pre-chat-survey#toc-mobile-2) when website visitor starts a conversation to determine if they are a new lead or an existing Contact that has previously messaged you on another channel. ![Customers%20expect%20businesses%20to%20be%20equipped%20with%20their%20information%20and%20conversation%20histories%20regardless%20of%20which%20channel%20their%20past%20chats%20occurred%20on.%20With%20respond.io%2C%20you%20can%20prevent%20siloed%20conversations%20across%20channels%20with%20the%20Contact%20Merge%20feature.%20First%2C%20collect%20basic%20information%20when%20website%20visitor%20starts%20a%20conversation%20to%20determine%20if%20they%20are%20a%20new%20lead%20or%20an%20existing%20Contact%20that%20has%20previously%20messaged%20you%20on%20another%20channel.%20If%20a%20lead%20is%20new%2C%20you%20will%20automatically%20capture%20their%20details%20and%20add%20them%20as%20a%20Contact.%20If%20they%20are%20an%20existing%20Contact%2C%20you%20will%20be%20prompted%20to%20merge%20their%20Contact%20details%20and%20conversation%20history%20into%20a%20unified%20profile%20for%20a%20comprehensive%20view.%20This%20allows%20customers%20to%20move%20their%20conversation%20from%20one%20channel%20to%20another%20without%20having%20to%20repeat%20background%20information.%20Agents%20can%20also%20get%20customers%u2019%20contexts%20immediately%20and%20make%20informed%20decisions%20on%20the%20most%20effective%20way%20to%20help%20them.](https://images.ctfassets.net/ph8r57dk1q9w/aJROtcVSN3wSqbWsod950/3df8f988d0b1236ba8dc89b970737fec/FacebookMessengerCSblog_41e384b20878fd58ed525683d98d7823.png) If a lead is new, you will automatically capture their details and add them as a Contact on respond.io. If they are an existing Contact, you will be prompted to merge their contact details and conversation history into a unified profile for a comprehensive view of their interactions with your business. This allows customers to move their conversation from one channel to another without having to repeat background information. Agents can also get customers’ contexts immediately and make informed decisions on the most effective way to help them. #### Automate Repetitive Sales and Support Tasks Businesses can automate repetitive sales and support tasks with the respond.io [Workflows](https://help.respond.io/workflows/workflows-overview) automation builder. You can either build the Workflows from scratch or by using [Workflow Templates](https://respond.io/blog/september-2022-updates-whatsapp-cloud-api-and-new-features-on-workflows#toc-mobile-2). Design automation to enroll customers into sales campaigns based on [interest tags](https://help.respond.io/contacts/contact-details#tags), [answer FAQs,](https://respond.io/blog/inbound-conversations) [route](https://help.respond.io/support-use-case/route-customers) and [assign](https://help.respond.io/support-use-case/auto-assign-customers) customers, [escalate support issues](https://respond.io/blog/escalation-management) and more. You can also exchange data between CRMs and respond.io to [qualify leads](https://respond.io/blog/question-bot) and [create deals or support tickets](https://help.respond.io/inbound-conversations) with a [click of a button](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0). ![Businesses%20can%20automate%20repetitive%20sales%20and%20support%20tasks%20with%20the%20respond.io%20Workflows%20automation%20builder.%20You%20can%20either%20build%20the%20Workflows%20from%20scratch%20or%20by%20using%20Workflow%20Templates.%20%20The%20automation%20can%20be%20designed%20to%20enroll%20customers%20into%20sales%20campaigns%20based%20on%20interest%20tags%2C%20answer%20FAQs%2C%20route%20and%20assign%20customers%2C%20escalate%20support%20issues%20and%20more.%20You%20can%20also%20exchange%20data%20between%20CRMs%20and%20respond.io%20to%20qualify%20leads%20and%20create%20deals%20or%20support%20tickets%20with%20a%20click%20of%20a%20button.%20Automation%20reduces%20sales%20and%20support%20agents%27%20workload%2C%20so%20they%20can%20focus%20on%20important%20issues%20and%20work%20efficiently%20to%20create%20a%20positive%20customer%20experience.%20Businesses%20can%20also%20send%20customer%20satisfaction%20%28CSAT%29%20surveys%20to%20measure%20the%20quality%20and%20success%20of%20their%20customer%20support.%20Another%20way%20to%20track%20individual%20or%20team%20performance%20is%20with%20the%20Reports%20and%20Analytics%20feature%2C%20which%20we%u2019ll%20go%20into%20next.](https://images.ctfassets.net/ph8r57dk1q9w/49hJqxm88iuY912Bputbfw/daaecf64b00d305629040f157cbc4cea/WhatsAppCRM_c9f5490cfb9a6a9ea6f2bcf5aefb5bcb.png) Automation reduces sales and support agents' workload, so they can focus on important issues and work efficiently to create positive customer experiences. Businesses can also send [customer satisfaction (CSAT) surveys](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) to measure the quality and success of their customer support. #### Monitor Performance with Reports and Analytics Another way to track individual or team performance is with the [Reports and Analytics](https://help.respond.io/support-use-case/reporting-for-support#analyze_support_trends_and_track_team_and_agent_performance_in_the_reports_module) feature. It helps businesses keep track of agent workload and productivity, conversation progress and case resolution time. The [supervisor dashboard](https://help.respond.io/support-use-case/supervising-your-agents) allows managers to identify conversations that have been on hold or unresolved for too long and monitor agents in real-time. They can evaluate the efficiency of their team, identify areas for improvement and take steps to improve productivity. ![Respond.io%u2019s%20reports%20and%20analytics%20help%20businesses%20keep%20track%20of%20agent%20workload%20and%20productivity%2C%20conversation%20progress%20and%20case%20resolution%20time.%20%20The%20supervisor%20dashboard%20allows%20managers%20to%20identify%20conversations%20that%20have%20been%20on%20hold%20or%20unresolved%20for%20too%20long%20and%20monitor%20agents%20in%20real-time.%20It%20helps%20them%20view%20team%20efficiency%2C%20identify%20gaps%20and%20improve%20performance.%20For%20instance%2C%20managers%20can%20use%20this%20feature%20to%20analyze%20sales%20representatives%u2019%20obstacles%20in%20closing%20deals%20and%20support%20representatives%u2019%20first%20response%20and%20resolution%20times.%20%20Managers%20can%20also%20identify%20which%20channels%20are%20the%20most%20active%20or%20preferred%20by%20customers%20to%20guide%20decisions%20such%20as%20which%20channels%20to%20prioritize%20for%20marketing%20initiatives%20and%20more.%20Now%20that%20you%20know%20how%20the%20respond.io%20omnichannel%20chat%20widget%20can%20benefit%20you%2C%20let%27s%20look%20at%20how%20to%20set%20it%20up.](https://images.ctfassets.net/ph8r57dk1q9w/8kXUGbpHcUofngf8llAFh/a506d871ed17e662bddf213955ee90d7/Screenshot2022-10-21at11_12_39AM_13fe40b3a0165084068726de9a199923.png) For instance, managers can use this feature to analyze obstacles in closing deals and track first response and resolution times. Managers can also identify channels that are the most active or preferred by customers to guide decisions such as which channels to prioritize for marketing initiatives and more. Reports can also be filtered by Growth Widget source, widget name, or page URL to measure which campaigns generate the most conversations. Now that you know how the respond.io omnichannel chat widget can benefit you, let's look at how to set it up. ### How to Set Up an Omnichannel Chat Widget on Respond.io Setting up an omnichannel chat widget on respond.io is straightforward. You need to work on the respond.io platform and your website concurrently to complete the setup process. Follow the steps below to get started. **1\. Go** to Settings > Growth Widgets > Add Widget ![Go%20to%20Settings%20%3E%20Growth%20Widgets%20%3E%20Add%20Widget%20](https://images.ctfassets.net/ph8r57dk1q9w/4a7HVWYSujKB3AI14LtbOE/ca058bd709997a1ff0b9e1158870b7f1/Omnichannelchatwidget1_15ae503fa12bae87ec98d0fdb5831e29.png) **2\. Click** on Multichannel Widget, then click Create Widget. ![Click%20on%20Multichannel%20Widget%2C%20then%20click%20Create%20Widget.%20](https://images.ctfassets.net/ph8r57dk1q9w/UkoP7ck3xDLpqA3wjiHHl/93530af98ad56e53f64122138bbab5a3/Omnichannelchatwidget2_79b81cb0c330af20d7326c5a92590505.png) **3\. Add** your company’s website domain and press Enter on your keyboard. Note that you can add more than one website domain. ![Add%20your%20company%u2019s%20website%20domain%20and%20press%20Enter%20on%20your%20keyboard.%20Note%20that%20you%20can%20add%20more%20than%20one%20website%20domain.](https://images.ctfassets.net/ph8r57dk1q9w/6giJSWPkbAJ5NUV1oED0qS/4d6cf5dd47eccd91ae23a7d639cf3f12/Omnichannelchatwidget3_6aaf109242f8eeed1e483d03ad023d92.png) **4\. Click** on Add Channel to choose the channels you want the widget to show on your website. Keep in mind that you can only show the channels that are [connected](https://help.respond.io/quick-start/connecting-channels) to respond.io. ![Click%20on%20Add%20Channel%20to%20choose%20the%20channels%20you%20want%20the%20widget%20to%20show%20on%20your%20website.%20Keep%20in%20mind%20that%20the%20channels%20shown%20are%20the%20ones%20that%20you%20have%20connected%20to%20respond.io.%20](https://images.ctfassets.net/ph8r57dk1q9w/2qdLPAF1DYN2aEsBRfhUtI/6992774ad4f0885f3b30c60436970076/Omnichannelchatwidget4_0ce1768ea747dc84831cc02c0a5d4eb4.png) **5\. Click** on Generate Widget once you’ve selected the channels. A pop-up will appear directing you to the next step ![Click%20on%20Generate%20Widget%20once%20you%u2019ve%20selected%20the%20channels.%20A%20pop-up%20will%20appear%20directing%20you%20to%20the%20next%20step.%20](https://images.ctfassets.net/ph8r57dk1q9w/2d30oWvqjJKnoIeMCSeLBT/9857f11e1de580d7b2407c732cac5d81/Omnichannelchatwidget5_8d395a7a8f623ddb51b9d3d442c71de8.png) **6\. Install** the script on your website. This step differs depending on which website service provider you use, such as [WordPress,](https://help.respond.io/website-chat-widget/install-on-wordpress) [Shopify,](https://help.respond.io/website-chat-widget/install-on-shopify) [Wix,](https://help.respond.io/website-chat-widget/install-on-wix) [Squarespace](https://help.respond.io/website-chat-widget/install-on-squarespace) and [Joomla](https://help.respond.io/website-chat-widget/install-on-joomla). ![Install%20the%20script%20on%20your%20websites%20such%20as%20%20WordPress%2C%20Shopify%2C%20Wix%2C%20Squarespace%20and%20Joomla.%20This%20step%20differs%20depending%20on%20your%20website%20service%20provider.](https://images.ctfassets.net/ph8r57dk1q9w/2op9ik8DcWN58rL9LAoEyU/f72b09de9d7b136df79d903d690b318b/Omnichannelchatwidget6_0a19756ab2133c4a87d3a6050db9ef71.png) Once you’ve installed the script on your website, click *Done.* Just like that, you can start using your omnichannel chat widget immediately! Do you have a website and want to give the respond.io omnichannel chat widget a shot? [Sign up for a free trial](https://app.respond.io/user/register) and experience powerful messaging capabilities like no other platform. ### Further Reading We hope you found this blog post beneficial. Here are some other readings that might interest you. - Omnichannel Communication: Using an Omnichannel Communication Platform - Most Popular Messaging Apps: Top Messaging Apps for Businesses - WhatsApp CRM: Integrating WhatsApp with a CRM on respond.io ## [Optimize Meta & TikTok Ad Spend and ROI on Respond.io + Examples](https:/respond.io/blog/how-to-optimize-meta-tiktok-ad-spend) Mid-market B2C teams running click-to-chat ads waste budget on clicks, not conversions. See how to fix that with respond.io, CAPI and TikTok Lower Funnel Events. Mid-market B2C businesses can use respond.io integrated with Meta Conversions API (CAPI) and TikTok Lower Funnel Events to send Meta and TikTok signals based on real customer conversions, not just engagement. With respond.io, use [AI Agents](https://respond.io/ai-agents) to respond and qualify customers instantly, then trigger Workflows that automatically notify Meta and TikTok as leads move forward, so your budget optimizes toward audiences that actually generate revenue, not noise. Without this clarity, your ads often look like they’re working as your inbox is full. The problem is, revenue isn’t coming in. People click a Meta or TikTok ad, start a conversation, ask a question and then disappear. This happens because by default, ad platforms only track clicks and messages. We’ll show you how change that to track what matters: who gets qualified, who books and who actually pays. ### Why do Meta and TikTok ads underperform? Clicks and conversations are not the same as sales. But if those are the only signals you send back to Meta and TikTok, that’s what they’ll prioritize. The result is predictable: more low-quality inquiries, more time spent chasing leads and less budget going to the people who are actually ready to buy. This is very common for any business getting started with Meta and TikTok ads, but as soon as you understand why they’re underperforming, you can start improving them. ![Image%20with%20three%20icons%20showing%20why%20Meta%20and%20TikTok%20Ads%20Underperform%3A%20spam%2C%20low-quality%20leads%2C%20slow%20replies](https://images.ctfassets.net/ph8r57dk1q9w/3x5X44i38v6QyDSaPKod50/a6a701f52e6e4b4fd6315bc94311a539/Practical_Guide___Optimize_Meta___TikTok_Ad_-_Image_01.png) #### Spam engagement still counts as engagement If the strongest signal you send back to Meta and TikTok is “lead” or “message started,” the platforms will do exactly what they’re designed to do: find more people who *start messages*. And unfortunately, people who start messages are often spammers, flooding your inboxes with “hi,” “hello” and even offensive content. #### Leads who show casual interest often aren’t qualified For travel, education, beauty, automotive and many retail businesses, the purchase isn’t immediate. It often takes a few conversations where your team: - Qualifies fit - Answers objections - Recommends the right option - Schedules appointments - Collects deposits or payments If those steps aren’t captured as conversion milestones and sent back to the ad platforms, Meta and TikTok can’t learn what a good lead looks like. They keep chasing volume. #### Response time quietly kills performance Qualifying leads and filtering out spam takes time, often time that your team doesn’t have. And while sales agents are spending time dealing with spam, customers who are truly interested are kept waiting. When replies are too slow, they simply drop off. Slow response creates a double hit: 1. You lose the sale 2. Your optimization feedback loop gets weaker That’s why automation with chatbots or AI agents is essential; it helps filter through the noise to find leads that are ready to buy. ### What counts as a conversion signal in a conversation funnel? A conversion signal is a step in your conversation journey that strongly predicts revenue. You don’t need to track everything; you need to track what matters. Here are the signals that usually make the biggest difference: - Qualified leadThe person meets your minimum criteria (budget, location, timeline, eligibility, etc.). - High intentThey ask about price/availability, choose a product/service option, confirm eligibility, or request next steps. - BookedAn appointment/test drive/consultation/reservation is confirmed. - Paid / DepositA payment or deposit is captured. - Revenue confirmed (optional)Useful if you can reliably include value (e.g., order amount, deposit amount). ### How do you send conversion signals back to Meta and TikTok? So, now that you know what signals to send back to Meta and TikTok from your click to message ads, we’ll show you how to send them. For Meta ads on Instagram and Facebook Messenger, use CAPI, which needs to be set up in your Meta Business Manager and also connected to a platform like respond.io. TikTok integrates with respond.io in a similar way. #### What is Meta CAPI and how does it improve return on ad spend? [Meta’s Conversions API (CAPI)](https://developers.facebook.com/docs/marketing-api/conversions-api/) lets you send conversion events directly to Meta from your systems, so Meta can learn from what happens **after** someone clicks your ad and starts a conversation. That matters because with high-value purchases, the actions that predict revenue often happen inside chat: qualification, booking and payment. When those milestones are sent back to Meta as conversion events, Meta can optimize for the conversations that are more likely to turn into revenue, not just the ones that generate replies. **What this changes in practice:** - You stop optimizing for “message started” as the end goal. - You give Meta clearer feedback on which conversations lead to revenue. - Your reporting gets closer to the actual funnel your team runs every day. #### What are TikTok Lower Funnel Events and how do they work? TikTok Lower Funnel Events are very similar to CAPI. They’re conversion events you send back to TikTok when someone reaches meaningful milestones after engaging with your ads, especially when those milestones happen in messaging. This helps TikTok learn what a strong outcome looks like in your funnel. Instead of optimizing around surface-level activity like clicks or replies, TikTok can use your lower-funnel milestones to improve targeting and delivery toward the audiences most likely to progress. ### How to set up conversion tracking in respond.io For effective conversion tracking, you need to connect to a conversation management platform like respond.io. This helps you capture conversion signals, send them to Meta and TikTok and then track your results and measure ROI. Here’s how to do it. #### Capture ad replies in one workspace If your ad replies are scattered across channels and inboxes, your conversion tracking becomes guesswork. For example, Meta Ads alone can go to three channels, WhatsApp, Facebook Messenger and Instagram DMs, depending on your setup. Centralizing conversations helps you apply consistent milestones and makes it possible to trigger conversion events based on what actually happens in chat. ![screenshot%20of%20respond.io%27s%20inbox%20that%20enables%20businesses%20to%20capture%20ad%20replies%20from%20all%20channels%20in%20a%20single%20inbox](https://images.ctfassets.net/ph8r57dk1q9w/6QUNRvQxz4kynmGZa58Onn/7082212ca5724e9a4b0544df6bc47ad1/Contact_details.jpeg) With a single inbox in respond.io, here’s what you get: - One contact record per lead no matter how many channels they contact you on - Clear visibility into the whole customer lifecycle - Integration with a CRM and advanced reporting within the platform itself #### Set up customer lifecycle management Respond.io’s [Lifecycle management feature](https://respond.io/blog/customer-lifecycle-management-software#toc-3) enables businesses to track and manage the full customer journey, from first contact to purchase to loyalty. For example, the first stage in a Lifecycle is typically New Lead. When the lead shows interest and/or is qualified, they can be updated to Hot Lead so agents know this lead is a priority. Once a lead has made a booking or payment, the stage is again updated. ![screenshot%20showing%20how%20to%20update%20a%20customer%27s%20lifecycle%20stage%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5I2Tzx7ENWCDfy8dGAzp6W/88ace732d658210609970b01b6adc2c2/238707382b9c04cdd0073d5dde7e3001__1___2_.jpeg) You can choose to use default Lifecycle stages or customize them to your business. Stages can be updated manually or with automation, and can also be used to trigger further automation, like sending a signal to Meta’s CAPI or TikTok. #### Qualify leads automatically with AI Agents In message-based funnels, speed and consistency win every time. The problem is, human agents often waste valuable time responding to junk leads while the quality ones are kept waiting. That’s where [AI Agents](https://respond.io/ai-agents) come in. ![screenshot%20showing%20how%20to%20set%20up%20an%20AI%20Agent%20to%20qualify%20leads%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6zM2EYNR0ycVfKf955jwJU/c2a7078a1edbf83aca57d4dd22f63b9f/inbox-ai_agent.jpeg) AI Agents can: - Respond instantly the moment a lead messages you - Recognize when leads arrive from paid ads and receive campaign details automatically - Ask questions aligned to your qualification criteria - Capture structured details (budget, timeline, preferences, eligibility) - Label outcomes clearly (qualified / not qualified / needs follow-up) - Automatically trigger workflowsto send CAPI/TikTok Lower Funnel Events - Route hot leads to a human when it’s time to close The practical benefit isn’t just faster replies. It’s cleaner, more reliable signals—because qualification isn’t dependent on which team member answered or how busy they were. When leads arrive from click-to-chat ads, AI Agents automatically receive campaign metadata, enabling campaign-aware qualification and routing from the first message. #### Send conversion events with Workflows (Meta + TikTok) It’s a similar process for both Meta and TikTok. Here’s how to set up conversion events for each one. ##### Meta CAPI Once you’ve decided on which conversion events to track, set them up with [respond.io Workflows and Meta Business Manager](https://respond.io/help/workflows/step-send-conversions-api-event#what-is-conversions-api-capi-and-why-use-it). In Meta business manager, you can select all channels where events will occur. Then, when you set up the Workflow, you can select which business account and channels as well as which events occurred; e.g., the lead made a purchase. ![screenshot%20showing%20how%20to%20set%20up%20a%20CAPI%20event%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3powcS3Fnx8T7WBFB5iIlO/51b80d08816d2aea0ff508436222e630/image__64_.jpeg) With CAPI, you can only select two types of events, lead or purchase. However, in respond.io, you can configure which types of actions in the conversation trigger the event, for example, a lead being qualified could be sent as a “lead” event and an appointment booking could be sent as a “purchase” event. ##### TikTok Lower Funnel Events When TikTok is connected to respond.io, you can automatically [log conversion events in respond.io and send them to TikTok](https://respond.io/help/workflows/step-send-tiktok-lower-funnel-event) without doing any additional set-up in TikTok. ![screenshot%20showing%20how%20to%20set%20up%20TikTok%20Lower%20Funnel%20Events%20in%20respond.io%20to%20send%20conversion%20signals%20to%20TikTok](https://images.ctfassets.net/ph8r57dk1q9w/4I3lwW3Qm3lMFQji7T680k/f06217b4d0c40cc30909e0a4c8de5c66/tiktok_lower_funnel_events.jpg) TikTok supported events also include negative events, e.g., spam, disqualified conversation, cancelled order. This helps weed out the types of contacts you don’t want to see your ads faster. These events also fit with respond.io’s [Lifecycle Lost Stages](https://respond.io/help/workspace-settings/workspace-settings-lifecycle#getting-started) which track leads that dropped off or were disqualified. With respond.io’s Workflows, you can trigger an event in CAPI or TikTok based on what a Lifecycle stage is updated to for clear tracking and reporting. #### Tie outcomes to revenue for real ROI If you want to prove ROI quickly, don’t start with perfect attribution. Start with a clean chain of evidence. At minimum, connect: - how leads became qualified - how many leads booked - how many leads paid (or paid a deposit) If you can include value cleanly (deposit amount, order value), that’s even better; but it’s optional. The bigger win is getting your ad platforms to optimize around milestones that correlate with revenue. ### 3 Businesses boosting ROI with respond.io and Meta + TikTok Ads Here are some real-life examples of how businesses are using respond.io to optimize their click to chat ad performance and increase revenue. #### Diskat: E-commerce business slashes costs in half with CAPI and TikTok Lower Funnel Events [Diskat](https://respond.io/customers/diskat-maintains-80-percent-conversion-rate-with-ai-agents) is a Guatemala-based e-commerce retailer offering affordable consumer products, from electronics and gadgets to household and lighting items, through its online store[.](https://diskatguate.com/) The business runs successful social media ads and gets hundreds of orders daily via WhatsApp, Facebook Messenger and TikTok. ![Image%20depicting%20Diskat%27s%20success%20using%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5b3BcHiYT6XOBkIcqIWRPO/9ec73fba43b4857ebdd57b692ae6525e/Diskat_-_cover.avif) To optimize Meta and TikTok ad performance, Diskat connected [Meta’s Conversion API (CAPI) to respond.io](https://help.respond.io/l/en/retain-customers/how-to-improve-lead-targeting-and-automatically-send-purchase-events-to-meta-when-a-customer-makes-a-payment), enabling it to target audiences with similar traits as customers who made a purchase. [Respond.io](http://Respond.io)’s [TikTok Lower Funnel Events Workflow](https://help.respond.io/l/en/workflows/step-send-tiktok-lower-funnel-event) serves a similar purpose, sending conversion data to TikTok. The conversion APIs were connected with respond.io’s [Lifecycle feature](https://respond.io/help/workspace-settings/workspace-settings-lifecycle), so that changing a contact’s stage to “New Order” triggered conversion events for both Meta and TikTok. This setup gave the ad platforms real-time data about buyers who made purchases to improve audience targeting and reduce wasted ad spend on low-quality leads. By improving conversion tracking through CAPI and TikTok Lower Funnel Events, Diskat **cut marketing and operational costs in half** without sacrificing performance. #### ParcelDaily grows Facebook and TikTok leads 35% with campaign optimization [ParcelDaily](https://respond.io/customers/parcel-daily-boosts-conversions-60-percent) is a courier service serving e-commerce businesses, offices and individuals across Malaysia. The business was also running Meta and TikTok ads, but struggled to keep up with replies and sort out high quality leads from spam. For businesses like ParcelDaily that are getting started with Meta and TikTok ads, spam is inevitable. Targeting is never precise enough and low quality leads quickly pile up. Here’s the fix: teach ad platforms what a quality lead looks like so fewer low-intent contacts enter the inbox. ![image%20of%20a%20woman%20taking%20a%20parcel%20from%20a%20courier%2C%20delivered%20by%20ParcelDaily%2C%20which%20uses%20respond.io%20to%20manage%20its%20customer%20communications](https://images.ctfassets.net/ph8r57dk1q9w/5UbMiRwhAmzcovfHDpwxzv/16c2145cf9055b687e38b74258ae6aa9/Parcel_Daily_-_2.jpg) After ParcelDaily integrated Meta’s Conversion API and TikTok Lower Funnel Events with respond.io, lead quality increased so agents spent less time filtering junk and more time engaging real customers, while ad spend became more efficient because optimization was based on actual revenue impact, not just engagement like clicks or form fills. Meta’s Conversion API helped it achieve a **60% increase in conversion rate**, while **Facebook and TikTok leads grew by 35%** as ad campaign optimization improved. Just as importantly, lead quality improved in a measurable way: **cost per lead from Meta Ads decreased by 10%**, driven by conversion-based optimization through CAPI and TikTok lower-funnel events. #### noonmar increases new customers 65% by optimizing click to chat ads [noonmar](https://respond.io/customers/noonmar-increases-new-customers) is a global e-commerce marketplace known for authentic Turkish goods, including sweets, health and beauty products, jewelry and accessories, and home décor. It runs [click to chat ads](https://respond.io/blog/click-to-chat-ads) on Facebook, Instagram and TikTok that drive conversations to WhatsApp. While the business saw a high volume of chats, it couldn’t determine how many actually led to purchases. ![Image%20of%20turkish%20sweets](https://images.ctfassets.net/ph8r57dk1q9w/3CSeqbLBHB19hyMQ1w97ax/bf5ee063d840e1d70b1c7f005b883039/Noonmar_-_Cover.jpg) By integrating Meta’s CAPI and TikTok Lower Funnel Events with respond.io, noonmar started sending conversion events back to Meta and TikTok. This helped both ad platforms improve targeting by learning which types of users were likely to convert, leading to higher-quality leads and better ad performance. By optimizing its click to chat Meta ads via CAPI, noonmar has seen a **40% increase in new customers**. Thanks to better targeting, the leads it attracts are more likely to buy. The number of leads has also **increased by 10%** as the business has a greater understand of which ads motivate conversations. ### Start tracking Meta + TikTok ROI with respond.io If you’re running click-to-message ads, your best optimization lever isn’t another creative refresh; it’s feeding Meta and TikTok the outcomes that actually predict revenue. With respond.io, you can: - Respond instantly to ad replies with AI Agents - Qualify leads consistently - Automatically trigger Workflows that send conversion events when leads get qualified, booked, or paid - Connect conversation outcomes to revenue so ROI is measurable If your sales happen in conversations, your tracking should reflect that. When Meta and TikTok receive the right conversion events, they can optimize toward the conversations that actually turn into revenue. [Create a respond.io account today](https://app.respond.io/user/register) to start sending real conversion signals from your conversations and measuring ROI end-to-end. ### Further Reading To learn more about how to get the most of your click to chat ads, check out these other articles. - Click to Message Ads: 4 Best Practices to Maximize Leads - Click to Chat Ads for Lead Generation: The Ultimate Guide - Harness TikTok Messaging Ads to Boost Sales ## [Proving the ROI of Your Messaging Strategy: Quantify and Showcase Value](https:/respond.io/blog/messaging-strategy) Unlock growth by understanding the ROI of your messaging strategy. Discover how to set the right framework, measure success and showcase value. Effective messaging can unlock significant business growth. Understanding and proving the return on investment (ROI) of your messaging strategy isn’t just beneficial—it’s essential. Why? Because it’s about knowing the real value behind every message sent and every conversation had. We’re not just talking numbers though. We’re exploring how to translate your messaging efforts into results. ### Understanding the Fundamentals of Messaging Strategy ROI ROI is more than just another industry term for [customer conversation management](https://respond.io/blog/customer-conversation-management). It’s a fundamental metric and the bedrock of your strategy. Imagine ROI as a scorecard, providing a breakdown of the performance and impact of your messaging initiatives. It’s an essential tool that can gauge the success of your efforts by linking the effectiveness of your messaging strategies to tangible outcomes like increased sales and improved customer loyalty. Results here are not coincidences. They’re the direct results of well-executed strategies. In this scenario, the key metrics serve to measure a variety of aspects, from customer engagement rates to conversion rates, helping paint a comprehensive picture to illustrate how each facet of your messaging strategies contributes to the overarching goal of business growth. ### Setting Up the Right Framework for Measuring Messaging Strategy ROI Like laying the foundation for a sturdy house, setting up the right framework for measuring the ROI of your messaging strategy is critical. Without it, you risk the stability and success of your entire strategy. To do this, here’s how: ![To%20create%20a%20good%20business%20messaging%20strategy%20you%20need%20the%20right%20framework.](https://images.ctfassets.net/ph8r57dk1q9w/row7IhuLEu0Kcu7LTdY4F/ed0b0d16b2014028678d621b601a92a4/articles-roi-of-messaging-campaigns-image-01_06303e2543b02634816e971fd9b25c18.png) #### Ensure You Track the Right Metrics To [measure the ROI of your messaging initiatives](https://www.investopedia.com/articles/personal-finance/053015/how-calculate-roi-marketing-campaign.asp), it’s crucial to start with a solid foundation. This means clearly defining which KPIs or metrics will be tracked such as revenue by campaign. Are you aiming to drive engagement for promotional campaigns, boost sales, or something else? These objectives are not just checkpoints but beacons that guide your business growth strategy. #### Choose the Best Tools for Measuring Messaging Campaign ROI Once your metrics are clear, selecting the right tools and platforms for tracking and analysis becomes an informed choice, not a shot in the dark. Opt for customer conversation software like respond.io which allows you to collect information on conversions, engagement with broadcasts, [Customer Satisfaction Scores (CSAT)](https://respond.io/blog/csat-customer-satisfaction-score) and provide [in-depth reports and analytics](https://help.respond.io/dashboard-reporting/reports-overview). While it doesn't directly offer the ability to track ROI, its integrations with various software, from open APIs to Zapier, enable a comprehensive examination of your messaging’s effectiveness and its indirect impact on ROI. #### Design Your Messaging Strategy Carefully When designing a strategy, start by thoroughly understanding your clients, identifying what appeals to them and tailoring your messaging accordingly, including to the platforms they frequent. Careful planning follows, where campaigns must be meticulously structured, employing analytics to glean insights into consumer preferences, with a marketing funnel shaping the strategy and [A/B testing](https://hbr.org/2017/06/a-refresher-on-ab-testing) fine-tuning ad effectiveness. But don’t forget to break the campaign into smaller, manageable pieces. It makes everything more manageable and measurable. Adjusting and refining strategies is much easier when you’re working with bite-sized goals, instead of overly ambitious ones! Remember, a well-defined ROI framework isn’t just about measurements. It’s a strategic compass guiding your campaigns toward greater alignment with your business goals. ### Quantifying the Impact of Messaging Strategies A messaging strategy is the pillar of your company's overarching marketing and communication plan. It's all about conveying who you are and what you do to the world through various communication channels. Accordingly, calculating the ROI of your messaging strategy is crucial. It’s about connecting the dots between your efforts and their tangible results. Let’s take a look at how exactly you can put a price on proper messaging: #### Calculating ROI for Messaging Campaign ROI is all about the profit you earn for every dollar spent. To figure this out, you'll need to start by identifying two things: your campaign-attributable revenue and your campaign-specific marketing costs. Campaign-attributable revenue generated refers to the income you've earned thanks to your messaging efforts. To find this figure, you'll need to use a mix of methods—from landing pages and tracking codes to analytics and customer surveys—to quantify your campaign's financial impact. On the other hand, campaign-specific marketing costs include all the expenses related to your campaign. These could range from messaging platform fees and content creation costs (like images) to distribution expenses (e.g., if using SMS), although the specifics will vary from one campaign to another. With these in hand, your ROI can be calculated with the following formula: ![What%20is%20a%20messaging%20strategy%20and%20how%20to%20calculate%20it%3F%20Follow%20this%20formula%20and%20it%20will%20produce%20a%20key%20component%20of%20your%20messaging%20analytics.](https://images.ctfassets.net/ph8r57dk1q9w/ZWdJSDeb7L5gjxBLS0eX7/fd1d3f6196c42e84752347b190f2e14a/articles-roi-of-messaging-campaigns-image-02_d3ae75c01b7d4286d9456c661e288a7c.png) #### An Example of ROI Calculation Now, let's put this formula into practice with a hypothetical messaging campaign. Picture yourself as an online education business selling language courses. You’ve just kicked off a messaging campaign on WhatsApp to hype up the launch of a new course. Here's the breakdown of your campaign's figures: **Campaign-attributable revenue:** Thanks to your messaging campaign, you’ve enrolled 50 new students, bringing in a total of $87,000 in sales for your new language course. **Campaign-specific marketing costs:** The overall costs tied to this campaign, which include the subscription costs for the messaging platform and the creation of creative assets, is $25,750. With the above ROI formula, you’re ready to crunch the numbers and see the value your campaign brought in. `Return on Investment (ROI) = (87,000 - 25,750 / 25, 750) * 100` The ROI we calculated is 237.86%. This indicates for every dollar that was invested in your campaign, you netted $2.38 in profit, after accounting for the original campaign-specific marketing costs. ### Common Challenges in Quantifying the Impact of Messaging Strategies While the example we explored is relatively straightforward, in reality, things are rarely as clear-cut. Some of the most common challenges that complicate the ROI calculation include: ![The%20common%20blockers%20to%20marketing%20messaging%20strategies%20and%20by%20extension%2C%20data-driven%20messaging%2C%20include%20the%20following.](https://images.ctfassets.net/ph8r57dk1q9w/7JAXAAWDd5qfMe9tc7Fem7/5d689cce824bc03bfd628688e79a8b32/articles-roi-of-messaging-campaigns-image-03_d71e136c2dbed0918c4dc71c0c3783d2.png) #### Inaccurate Data The accuracy of your ROI calculations depends entirely on the quality of your data. Make sure to audit your data for accuracy and completeness regularly and consider investing in data analytics software before thinking about measuring the impact of your messaging strategy. #### Indirect Benefits Your messaging strategy may produce benefits beyond those captured in the ROI calculation which may not be straightforward to track and quantify (e.g., increased brand awareness). Beyond ROI, it's wise to include metrics to monitor brand search volume and even customer satisfaction scores to keep tabs on these aspects. #### External Factors Factors beyond your control, like competitor initiatives and market shifts, can affect your business, potentially complicating the accuracy of your ROI calculations. To account for this, ensure you closely monitor external trends and competitor activities and account for them as part of your calculations. ### Demonstrating the Value of Your Messaging Strategy to Stakeholders When it’s your moment to showcase the value of your campaigns to your stakeholders, it’s important to be engaging and informative. Imagine yourself as a guide leading them through a narrative journey. The main characters? The data and ROI from your messaging strategies. The plot? Demonstrating how your efforts don’t just tick boxes but actively fuel business growth. Your audience, whether they’re CEOs, shareholders, or team leaders, doesn’t want a barrage of numbers. They want a story that translates those figures into clear impacts on business objectives. Here’s where understanding your stakeholders comes into play. Each stakeholder has unique interests and preferences for receiving information. Use tools like [stakeholder maps](https://www.interaction-design.org/literature/article/map-the-stakeholders) or surveys to grasp what matters most to them. Then, frame your data presentation around these insights to ensure it resonates with and engages them. And above all, ensure you choose the right metrics. They should align with your organization’s strategic goals and stakeholder priorities. To help with this, ensure they are [SMART](https://corporatefinanceinstitute.com/resources/management/smart-goal/): - specific - measurable - achievable - relevant - time-bound #### How to Present Your Messaging Strategy ROI through a Strong Narrative Let’s now talk about storytelling. This is where you bring your data to life to fully showcase the impact of your messaging strategy. To best do this: 1. Structure your narrative with a clear beginning, middle and end. Start with setting the stage by framing the challenge your campaign was tackling, then explore what you did specifically to address it and end strong with clear results and impact. 2. Seek feedback from others before presenting. Spending the most time with your data may make the numbers clear to you but it may not be as transparent to others. To ensure clarity for all audiences, seek feedback to bridge any gaps in understanding. 3. Use data visualizations where possible. Charts, graphs and dashboards help convey complex information in an accessible way, allowing stakeholders to quickly grasp the value of your ROI. Ready to unlock the potential of your customer conversations? Discover how respond.io can revolutionize your messaging strategies with our [free trial](https://app.respond.io/user/register)! ### Further Reading Did you find this helpful? Check out these related articles to learn more: - What is CSAT? The Customer Satisfaction Process Guide - WhatsApp Marketing: Guide to a Successful WhatsApp Campaign - WhatsApp Business Metrics: How to Track WhatsApp Analytics ## [Ramadan WhatsApp Messaging Campaign: Send WhatsApp Ramadan Greeting Messages and More](https:/respond.io/blog/ramadan-whatsapp-messaging-campaign) Run a successful Ramadan WhatsApp Messaging Campaign with these tips. Discover the benefits of using WhatsApp for promotion & connect with your audience. Looking to reach out to your customers with a Ramadan WhatsApp messaging campaign? With the rise of instant messaging apps, engaging and building relationships with customers has gotten more convenient over the years. In this article, we’ll explore how your business can run a Ramadan messaging campaign that goes beyond sending a standard WhatsApp Ramadan greeting. Utilize the full capabilities of WhatsApp to improve connections with your customers this season. ### Benefits of Running a Ramadan WhatsApp Messaging Campaign Running Ramadan promotions on WhatsApp lets businesses reach a wider audience as it's the [world's most popular messaging app](https://respond.io/blog/top-messaging-apps#toc-mobile-6) with 2.24 billion users. This means that a large number of WhatsApp users are likely Muslims observing the holy month. Acknowledging and celebrating the importance of Ramadan with Muslim consumers can also build brand loyalty and trust, as it demonstrates cultural sensitivity and inclusivity. This can be essential in building a positive brand image. Families and friends often come together during Ramadan, which typically involves gathering over meals or spending quality time together. By offering promotions and discounts or sharing engaging messages during this period, businesses can expand their customer reach. ![an%20image%20showing%20why%20to%20run%20a%20Ramadan%20WhatsApp%20messaging%20campaign%20-%20most%20popular%20messaging%20app%2C%20consumers%20prefer%20personalized%20promotions%20and%20businesses%20they%20can%20dm](https://images.ctfassets.net/ph8r57dk1q9w/l5rqOifAnzPP9FpFs3stq/34fc2e1c1453efa1a598bb46fbb5c283/how-to-ramadhan-promotions-image-01_87334505f80495bdd69525e2adec8cc6.png) Moreover, personalized promotions and recommendations can go a long way in building customer loyalty and [91% of consumers are more likely to shop with brands that pay attention to their preferences](https://www.accenture.com/_acnmedia/PDF-77/Accenture-Pulse-Survey.pdf). Using WhatsApp, businesses can create personalized messages for their customers, which can help to improve customer loyalty. Furthermore, businesses can provide a more convenient brand experience by enabling customers to message them. In fact, [53% of customers are likelier to shop with a business that they can message directly](https://www.facebook.com/business/news/let-your-conversations-deliver-brand-love), making WhatsApp an excellent platform to engage with customers during Ramadan. By leveraging these benefits, businesses can create a more engaging and personalized experience for their customers during the important season of Ramadan. Next, let’s explore how your business can utilize these features. ### Running a Ramadan WhatsApp Messaging Campaign WhatsApp has a range of features to help F&B services, supermarkets and other businesses run Ramadan promotions. With these features, businesses can create personalized messages, automate customer communication and improve engagement. ![An%20image%20showing%20How%20to%20use%20WhatsApp%20messaging%20for%20Ramadan%20-%20send%20whatsapp%20ramadan%20greeting%20and%20away%20messages%2C%20FAQs%2C%20drip%20campaigns%2C%20click-to-chat%20ads](https://images.ctfassets.net/ph8r57dk1q9w/2jxgbLuFu6Iihqrj8kARdD/226460e99eb2252a18a608d842c8e4cc/how-to-ramadhan-promotions-image-02_055c3e96e206b2ff913a71471b38ef07.png) Here are some of the ways businesses can use WhatsApp for their promotional messaging. #### WhatsApp Ramadan Greeting: Welcome Customers with Greeting and Away Messages Businesses can set up custom WhatsApp Ramadan [greeting and away messages](https://respond.io/blog/whatsapp-auto-reply) that are triggered when customers message them on WhatsApp. Welcome your customers with messages personalized to reflect the festive season. For example, a business could set up a WhatsApp Ramadan greeting saying, “Ramadan Mubarak! Our staff are busier than usual but rest assured, we’ll respond to every message. What can we do for you today?” Businesses with shorter hours during this period can set, “Hello! Our office hours are 9am - 4pm during this fasting season. We’ll get back to your message tomorrow morning, Ramadan Kareem.” as an away message. #### Answer FAQs for Ramadan Promotions Businesses can use WhatsApp's quick reply feature to answer common questions about Ramadan promotions. By creating a list of responses for frequently asked questions, such as "What are your Ramadan opening hours?" or "What promotions are available during Ramadan?", agents can quickly pick the correct response instead of spending time typing them out. #### Staying Top of Mind: Drip Campaigns for Ramadan Drip campaigns allow businesses to automate customer communication by sending a sequence of messages over a period of time. During Ramadan, businesses can use drip campaigns over WhatsApp to send a series of messages that highlight their special promotions or offers. For example, a business could send a series of three messages that say, "Ramadan Kareem! Get 10% off on all orders during Ramadan", "Hurry, offer ends in 3 days!" and "Last chance to save 10% on your order! Use code RAMADAN10 at checkout". #### Connect with Customers with Click to Chat Ads [Click to chat ads](https://respond.io/blog/whatsapp-ads) are clickable links that can be placed on a website and Meta platforms like Facebook and Instagram. Businesses use these ads to drive traffic to their WhatsApp account since the ads make it easy for customers to start conversations with them. During Ramadan, businesses can promote special offers or messages that encourage customers to chat with them. Customers are directed to a WhatsApp chat with the business when they click on the ads. ### Ramadan WhatsApp Messaging Campaign Best Practices Businesses should follow some best practices when using WhatsApp messaging to maximize their Ramadan promotions. Personalization is key, as customers are more likely to engage with messages that are tailored to their preferences and interests. Addressing customers by their names, using their previous purchase history or location, or including elements related to their culture or tradition can make them feel appreciated and more likely to take advantage of the promotions. Businesses can show their support for the Ramadan season by offering exclusive deals and packages to customers. By doing this, they can give back to the community and help make the occasion more enjoyable for everyone. These limited-time offers can also encourage more people to explore what the business has to offer and discover new products and services. Giving special discounts to WhatsApp customers who make a purchase or reservation can be used to track a campaign’s performance. Businesses can determine the effectiveness of a seasonal promotion by monitoring the tracking link traffic or discount code redemption. ![an%20image%20showing%20Ramadan%20WhatsApp%20messaging%20campaign%20best%20practices%20-%20personalize%20messages%2C%20offer%20exclusive%20promotions%2C%20use%20emojis%2C%20don%27t%20spam%20customers](https://images.ctfassets.net/ph8r57dk1q9w/4HWcjjqZg8nrAvXiHmPRnB/f5150793d874c39a17bca33dfb332309/how-to-ramadhan-promotions-image-03_d5989bcc0ae88b6ce4bc65da9ae70d34.png) Using emojis or other visuals can also make messages more engaging and increase their visibility. During Ramadan, businesses can use relevant visuals such as the crescent moon, dates or lanterns to make their messages more festive and attention-grabbing. Emojis also help convey emotions and create a friendly tone, which can be important for building relationships with customers. To avoid coming across as spammy, it is advisable to restrict the number of WhatsApp messages your business sends during this period. Targeted customers who have been [segmented](https://help.respond.io/contacts/segments) based on their preferences should receive no more than one or two messages each week. While small businesses will be content with the [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) to handle their communication, the same can’t be said for companies with large teams of agents who handle thousands of customers a day. In order to effectively manage and streamline WhatsApp communication with [numerous agents or multiple teams](https://respond.io/blog/whatsapp-business-multiple-users), businesses should consider using [WhatsApp API](https://respond.io/blog/whatsapp-business-api). We’ll show you the best way to do this next. ### Connect WhatsApp API to Respond.io WhatsApp Business API can be acquired through a WhatsApp partner, but as an API, it needs a customer conversation management software to send and receive messages. The most straightforward way to get both is by [signing up for an official WhatsApp API account with respond.io](https://app.respond.io/settings/channels/connectChannel/whatsapp_business). With respond.io, businesses gain time-saving features like [numerous agent and team support](https://respond.io/blog/whatsapp-business-multiple-users), [automated replies](https://respond.io/blog/whatsapp-auto-reply) and chat automation for [sales](https://respond.io/blog/whatsapp-sales) or [support](https://respond.io/blog/whatsapp-customer-service). Businesses can also spread any good news using [broadcasts](https://respond.io/blog/whatsapp-broadcast). These tools enable businesses to free up time that would have otherwise been spent on repetitive tasks. Businesses can then focus on other aspects of their operations, such as tackling more important queries or improving their offerings. ![an%20image%20showing%20the%20benefits%20of%20connecting%20whatsapp%20api%20to%20respond.io%20-%20support%20large%20businesses%2C%20send%20automated%20replies%2C%20chat%20automation%20for%20sales%20and%20support](https://images.ctfassets.net/ph8r57dk1q9w/2kGNsazxMeTgjWLDQAhXlf/58ff2d5167a6795ce9d344d163519bd7/how-to-ramadhan-promotions-image-04_569c28c760ef57b4b4a1a466c990868c.png) Additionally, by providing faster response times and more personalized communication, businesses can enhance the overall customer experience and satisfaction. This leads to increased customer loyalty and repeat business, contributing to a business’s long-term success. By following these best practices, your business can build stronger relationships with its customers and drive sales during this important festive season. If you don’t have a WhatsApp API account yet, sign up for a [free trial of respond.io](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and get an official Whatsapp API in minutes! ### Further Reading If this post was informative, you might find these articles helpful: - WhatsApp Business API: The Ultimate Guide to WhatsApp API - WhatsApp Marketing: Guide to a Successful WhatsApp Campaign - WhatsApp Broadcast: How to Broadcast WhatsApp Messages ## [Redefining Customer Conversations: A Complete Guide to Conversational AI ](https:/respond.io/blog/conversational-ai) Explore how Conversational AI redefines customer engagement with personalized, intuitive interactions, offering a significant edge in customer conversations. Conversational AI has entered the chat and is here to redefine customer conversations. Thanks to its advanced capabilities, automated conversations that used to be rule-based and scripted have become dynamic and intuitive. But what does this mean for businesses? This guide will walk you through everything you need to know about conversational AI for customer conversations. You'll learn what it is, how it works and its differences from conventional chatbots. Then, we’ll explore how it's redefining customer conversations, ways to implement it and best practices for using it effectively. ### What is Conversational AI? Conversational artificial intelligence (AI) refers to the use of AI technologies to simulate human-like conversations. It uses large volumes of data and a combination of technologies to understand and respond to human language intelligently. The best part is that the AI learns and enhances its replies from every interaction, much like a human does. Some [rudimentary conversational artificial intelligence](https://respond.io/blog/conversational-ai-trend) examples you may be familiar with are chatbots and virtual agents. Before exploring how this technology has evolved, let’s look at how advanced conversational AI works. #### How does Conversational AI Work? Conversational AI combines technologies like natural language processing (NLP) and machine learning (ML) to help software systems mimic human interactions. NLP equips these systems with the ability to understand, interpret and generate human language. It translates the nuances of human conversations into a language that software can understand, enabling it to interact with humans more naturally. Meanwhile, ML empowers these systems to learn and improve from data and experiences. It analyzes conversation patterns and uses these insights to make informed predictions and decisions. As these systems process and analyze more data, their ability to make accurate predictions enhances over time. These two technologies feed into each other in a continuous cycle, constantly enhancing AI algorithms. Here’s an example of how it works for customer conversations. ![Conversational%20AI%20combines%20technologies%20like%20natural%20language%20processing%20%28NLP%29%20and%20machine%20learning%20%28ML%29%20to%20help%20software%20systems%20mimic%20human%20interactions.%20NLP%20allows%20software%20systems%20to%20understand%2C%20interpret%20and%20generate%20human%20language.%20](https://images.ctfassets.net/ph8r57dk1q9w/3UIjPWD0gzPU6H9lDbIfa/ec958b638e74c2c9ec8db32ba341f77a/1_c323c51ad17cb13f7b62dd8dbeab358b.png) Let's say a customer inquires about your product on [WhatsApp](https://respond.io/blog/whatsapp-business). First, the AI reads the message, analyzes it and understands what the customer is really looking for. Then, it comes up with a reply based on its understanding. It's not just spitting out pre-written answers; it's crafting responses on the spot. While interacting with customers, it learns from their responses to enhance its accuracy over time. Now that you know how it works, we’ll answer a popular question: What makes conversational AI different from conventional chatbots? #### Conventional Chatbot vs Conversational AI To put it simply, today’s conversational AI technologies are a significant evolution from conventional chatbots. Traditional chatbots operate based on pre-defined rules and scripts, so their responses are limited to a narrow range of inputs. They can easily handle straightforward, predictable questions but struggle with complex or unexpected requests. Conversational AI, employing advanced technologies like ML and NLP, dynamically generates responses based on user input rather than being restricted to a set script. It draws answers from the AI's extensive knowledge base to handle a broader range of topics and adapt to ambiguous or context-heavy questions. **Conventional Chatbot vs Conversational AI** | Feature | Conventional Chatbot | Conversational AI | | --- | --- | --- | | Capability | Capable of addressing basic inquiries | Capable of addressing more complex questions | | Response Mechanism | Only responds to exact keywords | Generates responses based on user input | | Adaptability | Incapable of straying from predetermined chat paths | Adapts to unexpected queries using machine learning (ML) | | Knowledge Base | Relies on a database of preset questions and answers | Uses AI’s extensive knowledge | Additionally, AI systems are more adept at recognizing and adapting to various linguistic nuances, such as slang, idioms or regional dialects. This gives it the ability to have more human-like interactions. In summary, while conventional chatbots are rule-based and limited in scope, conversational AI systems offer a more flexible and adaptive approach, delivering a conversational experience similar to human interaction. So, do businesses need conversational AI for customer conversations? We’ll explore the answer in the next section. ### Why Conversational AI is Revolutionizing Customer Conversations Before jumping into the benefits of conversational AI, you must first understand its significance in customer communications. Today, customer conversations can occur across various channels, including phone calls, emails and messaging apps. With the growing preference for messaging apps over emails or calls, these channels have [presented opportunities](https://respond.io/blog/customer-conversation-management#toc-mobile-0) for businesses to engage, delight and convert. In fact, a study reveals that [75% of customers](https://www.yourbusinessnumber.com/blog/whatsapp-business-statistics) make a purchase after chatting on a messaging app, highlighting its effectiveness as a tool for conversion. “While messaging channels offer numerous opportunities, businesses often hesitate to use them as part of their customer strategy. This is because handling high volumes of conversations can be challenging, and they don’t want to sacrifice service quality. This is where conversational AI adds value by providing prompt, high-quality responses at a much larger scale and lower cost,” said Gerardo Salandra, the co-founder and CEO of respond.io, also chairman of The Artificial Intelligence Society of Hong Kong. With this understanding, let's explore in more detail how conversational AI can substantially benefit your business. #### Benefits of Conversational AI [Gartner](https://www.gartner.com/en/newsroom/press-releases/2022-08-31-gartner-predicts-conversational-ai-will-reduce-contac) predicts that by 2026, one in 10 agent interactions will be automated and conversational AI deployments within contact centers will reduce agent labor costs by $80 billion. Imagine a team of 10 agents dedicated to providing high-quality responses yet constrained to handling a handful of conversations simultaneously. Implementing conversational AI transforms this scenario dramatically. Unlike human agents, conversational AI operates round the clock, providing constant support to customers globally, irrespective of time zones. Plus, its ability to translate and respond in multiple languages extends its global reach, breaks down language barriers and broadens the customer base. Best of all, the AI does all these while maintaining high-quality responses on a much larger scale. It can handle hundreds of conversations simultaneously, more efficiently and at a reduced cost. ![5%20Benefits%20of%20conversational%20AI%3A%20Handle%20conversations%20automatically%20at%20scale%2C%2024/7%20availability%20and%20global%20reach%2C%20reduce%20operational%20costs%2C%20improve%20customer%20experience%2C%20increase%20conversion%20rates](https://images.ctfassets.net/ph8r57dk1q9w/6qXPDhWntOzUhtPRzQAOla/fab7f1e67a44246e228c2d01190913d7/conversational-ai-4_2c2b1db01ef135d29488e4b5dd175ebf.png) Supporting this narrative, a [study reveals](https://www.8x8.com/blog/15-fascinating-conversational-ai-statistics-to-guide-your-contact-center-innovation) that half of 300 surveyed contact center and IT leaders reported conversational AI has helped decrease operational costs. As the AI manages up to 87% of routine customer interactions automatically, it significantly reduces the need for human intervention while maintaining quality on par with human interactions. This efficiency led to a surge in agent productivity and quicker resolution of customer issues. Evidently, this trend transcends cost reduction. It significantly enhances efficiency in managing high volumes of conversations and helps agents manage high-value conversations effectively. Additionally, combining AI and human agents ensures that customer interactions are empathetic and personalized. As customers receive swift and precise responses that meet their needs, businesses can improve customer satisfaction and boost conversion rates. This, in turn, gives businesses a competitive advantage, fostering growth and outpacing their competitors. Having discussed the benefits, let's explore challenges and limitations. #### Challenges and Limitations of Conversational AI Incorporating conversational AI into customer interactions presents several challenges despite its potential to streamline communication. A significant limitation is AI's difficulty grasping human communication nuances like sarcasm, cultural context and emotional tone. This becomes particularly evident in situations requiring high emotional intelligence, where human oversight is indispensable. ![3%20Conversational%20AI%20challenges%20and%20limitations%3A%20subtleties%20in%20conversation%2C%20security%20and%20ethical%20concerns%2C%20customer%20apprehension](https://images.ctfassets.net/ph8r57dk1q9w/3lWvPOhkd2hsLAnWVRr9g4/dd128a0de8189d030f8dd0e65e1d07e0/4_7744bd5d9c364549978e58ad78a0a1c2.png) Besides that, relying on extensive data sets raises customer privacy and security concerns. Adhering to regulations like GDPR and CCPA is essential, but so is meeting customers' expectations for ethical data use. Businesses must ensure that AI technologies are legally compliant, transparent and unbiased to maintain trust. Customer apprehension also poses a challenge, often from concerns about data privacy and AI’s ability to address complex queries. Mitigating this requires transparent communication about AI capabilities and robust data privacy measures to reassure customers. Now that you have all the essential information about conversational AI, it’s time to look at how to implement it into customer conversations and best practices for effectively utilizing it. ### How to Use Conversational AI for Customer Conversations Integrating conversational AI into customer interactions goes beyond simply choosing an appropriate platform — it also involves a range of other essential steps. ![The%20journey%20to%20implement%20conversational%20AI%20involves%20five%20key%20stages%3A%20identifying%20business%20objectives%2C%20researching%20conversational%20AI%20capabilities%20you%20need%2C%20ensuring%20compatibility%20with%20your%20existing%20tech%20stack%2C%20choosing%20the%20right%20AI%20platform%20and%20building%20and%20training%20the%20AI%20system.](https://images.ctfassets.net/ph8r57dk1q9w/7ADD2Fpw4kNg8tu7aXaUIv/3e5754343a5b0df613bef84ecc226a20/5_9680344df63b8a22acb0fd81eae5fd25.png) The journey involves five key stages: 1. Identify business objectives 2. Research the capabilities you need 3. Ensure compatibility with your existing tech stack 4. Choose the right AI platform 5. Train AI to align with your objectives Let's explore how to navigate these stages for successful conversational AI implementation. #### Identify Your Objectives Start by clearly defining the specific business objectives you aim to accomplish with conversational AI. Pinpoint areas where it can add the most value, be it in marketing, [sales](https://respond.io/blog/conversational-ai-for-sales) or [customer support](https://respond.io/blog/ai-customer-service). For instance, your goals can include managing high volumes of conversations automatically, enhancing customer interaction, efficient case resolution, personalizing purchase journeys, accurate information delivery and more. Your objectives will serve as a roadmap for selecting the right AI tools and tailoring them to your specific needs. With your goals clearly defined, the next step is to research the specific capabilities your conversational AI platform needs to possess. #### Research and Identify the Capabilities You Need Based on your objectives, consider whether conventional chatbots are sufficient or if your business requires advanced AI capabilities. Note that some providers might label traditional chatbots as “AI-powered” despite lacking technologies like NLP and ML. Some capabilities conversational AI brings include tailoring interactions with customer data, analyzing past purchases for recommendations, understanding voice recordings, [accessing your knowledge bases for accurate responses](https://respond.io/blog/september-2023-updates-respond-ai-assist-click-to-chat-ads-workflow-trigger-improved-messaging-experience-and-more#toc-mobile-0) and more. Once you clearly understand the features you need, one crucial factor to consider before choosing a conversational AI platform is its compatibility with your current software stack. #### Evaluate Compatibility with Existing Tech Stack When considering a conversational AI platform, ensure it can integrate seamlessly with your existing software, such as your [CRM or e-commerce platforms](https://help.respond.io/e-commerce-crm-integrations). This ensures a smooth workflow and prevents integration issues. Once you clearly understand your needs and how they fit with your current systems, the next step is selecting the best platform for your business. #### Choose the Right Conversational AI Platform Selecting the right [conversational AI platform](https://respond.io/blog/conversational-ai-platform) is critical as your business will rely heavily on it for managing customer conversations. If your business is growing quickly, look for a solution that is scalable and adaptable to future needs and technological advancements. The right platform should offer all the features you need, ease of integration, robust support for high conversation volumes and flexibility to evolve with your business. Most importantly, the platform must adhere to [global data protection regulations](https://respond.io/blog/iso-certification) like GDPR and CCPA, ensuring robust data privacy and security. With the right platform chosen, the next step is to focus on training your AI. #### Train AI to Align with Your Business Objectives Depending on your chosen platform, you can train your [AI Agent](https://respond.io/blog/how-respondio-ai-agents-work) to mirror the efficiency of your best human agents. Build it to handle routine inquiries over chat or prepare it for other autonomous tasks, like routing conversations to agents and send payment links. Additionally, training your AI to provide accurate responses is crucial. This involves supplying it with up-to-date information, often sourced from existing resources like your knowledge base articles or FAQs. This ensures the AI remains relevant and effective in addressing customer inquiries, ultimately helping you achieve your business goals. Now that you know what you need to implement conversational AI into customer conversation, let’s look at some best practices. ### Best Practices for Using Conversational AI Incorporating conversational AI into your customer service strategy can significantly enhance efficiency and customer satisfaction. ![%20Incorporating%20Conversational%20AI%20into%20your%20customer%20service%20strategy%20can%20significantly%20enhance%20efficiency%20and%20customer%20satisfaction.%20However%2C%20to%20get%20the%20most%20out%20of%20this%20technology%2C%20it%27s%20important%20to%20follow%20certain%20best%20practices.](https://images.ctfassets.net/ph8r57dk1q9w/4KMsXBVyI1lvagi1i7os6X/ea00b88748c9592bd66d53b69f999087/6_b2e87cf5b3f9834bd567e25227d0c337.png) However, to get the most out of this technology, it's important to follow certain best practices. #### Match AI’s Personality to Your Brand’s Tone By [aligning the AI's personality with your brand's tone](https://help.respond.io/workspace-settings/workspace-setting-respond-ai#selecting_other_options), you enhance the customer experience, making conversations feel more personal and relatable. This approach not only reinforces your brand identity but also fosters a stronger connection with your audience. Having matched the AI’s personality to your brand’s tone, let’s now explore another crucial best practice: continuous evaluation and education. #### Continuously Evaluate and Educate Your AI The efficacy of conversational AI depends on its ability to learn and adapt. Continuously evaluate its performance to ensure it's achieving your objectives and keep it updated with new information. Regular updates to its knowledge ensure that the AI remains relevant and effective in handling diverse customer interactions. This ongoing evaluation and education process is critical, but it's also important to recognize situations where human intervention is more appropriate. #### Know When to Escalate to Human Agents Despite the sophistication of AI, certain complex or sensitive issues may require human intervention. Incorporate a [seamless escalation pathway to human agents](https://respond.io/blog/customer-conversation-management#toc-mobile-6) in such scenarios, ensuring that the transition is smooth and that the agents have quick access to the context of the interaction. There should be an option for the AI Agent to hand over the conversation or for an available human agent to take over without disrupting the flow for the customer. This leads to the next best practice – training human agents to leverage AI tools. #### Train Human Agents to Leverage AI Based on the features of your selected platform, you can provide agents with sophisticated AI tools to enhance their interactions with customers. Let’s take respond.io as an example. [Respond AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) can help agents refine their messages, ensuring clarity and precision in communication. They can also translate messages into different languages, reducing potential language barriers. Moreover, tools like [AI Assist](https://help.respond.io/messages/using-ai-assist) can be a game-changer for providing agents quick access to relevant information. This rapid access to information allows agents to respond quickly and accurately to customer inquiries, enhancing response times and contributing to a more [satisfying customer experience](https://respond.io/blog/ai-customer-experience). ### Key Takeaways Conversational AI stands at the forefront of a new era in customer engagement, offering a revolutionary shift from traditional communication methods. As we've explored in this guide, integrating advanced conversational AI technologies empowers businesses to conduct more dynamic, intuitive and personalized customer interactions. Unlike conventional chatbots, they offer a depth of understanding and adaptability, allowing for conversations that truly resonate with customers. While this transformative technology is not without its own challenges, the trajectory of conversational AI is [undeniably upward](https://respond.io/blog/conversational-ai-trend), continually evolving to overcome these limitations. “AI is finally at the stage where businesses can maintain service quality at a significantly larger scale and with reduced costs. Therefore, companies that adopt this first will have a massive advantage over their competitors,” said Gerardo Salandra. In a world where customer expectations constantly escalate, sticking to traditional methods could lag a business. Conversational AI is not just a tool for the present but an investment for a future where seamless, intelligent and empathetic customer interactions are the norm. ### Further Reading If you want to learn more about conversational artificial intelligence for customer conversations, here are some articles that might interest you. - Conversational Artificial Intelligence Platform: How to Choose One - AI Customer Service: The Next Age of Customer Support - Conversational Artificial Intelligence for Sales: A How-to Guide ## [Respond.io CEO Leads Panel at the World AI Show Singapore 2018](https:/respond.io/blog/press-respond-ceo-leads-panel-at-the-world-ai-show-singapore-2018) Gerardo was joined by a Hong Kong Science and Technology Park leader, and Singapore Startup Accelerator mentor to discuss AI and it’s role in a multitude of scenarios Respond.io (formerly Rocketbots) CEO and Chairman of the AI Society of Hong Kong, Gerardo Salandra, lead a panel on the topic of AI’s role in Government, Startups, and Society with 2 major figures in the AI scene at the World AI Show Singapore 2018. Gerardo was joined by a Hong Kong Science and Technology Park leader, and Singapore Startup Accelerator mentor to discuss AI and it’s role in a multitude of scenarios, where AI is going, and it’s place in different sectors. Crystal Fok, Associate Director of Robotics at HKSTP started off the panel with a brilliant insight into the Hong Kong government’s recent HK$50 billion investment into AI at the science park. HKSTP is a government-funded entity that will head the SAR’s efforts to improve technology throughout the government. Important topics were covered by Fok, like the concern of governments with data security and privacy, and it’s stalwart protection of resident data. Likely Hong Kong is not the only government with this concern, and so it should shed light on the actions most government around the world may take when it comes to data security and AI.  The SG Innovate representative spoke in length of the aspect that AI has to Society, it’s impact on Societal culture, and other aspect that AI has when concerning daily human interactions with technology.  However the topic that stole the panel’s attention was the topic of Governments and whether it should regulate artificial intelligence. Gerardo gave insights that the last world economic forum’s Industry 4.0 conference was the second least attended of the event. If governments are taking little care into the aspects of AI’s ability to take jobs, automate processes, and collect vast amounts of data, then there is quite a reason to be scared for the future of industries as a whole and the leaps they may take to leverage AI, and at what cost. ## [Respond.io Earns Recognition as Fast-Moving Company in the Prestigious SME100 Awards](https:/respond.io/blog/respondio-earn-recognition-for-fast-moving-companies-sme100-2023) Respond.io, a pioneering customer conversation management software, has been recognized as one of the recipients of the SME100 2023 Malaysia Awards for Fast Moving Companies. This prestigious award underscores their remarkable performance and growth in the highly competitive IT industry. KUALA LUMPUR, Malaysia, December 12, 2023 — Respond.io, a pioneering customer conversation management software, has been recognized as one of the recipients of the SME100 2023 Malaysia Awards for Fast Moving Companies. This prestigious award underscores respond.io's remarkable performance and growth as a small or medium-sized enterprise (SME) in the highly competitive IT industry and highlights the company's resilience and innovative progress in a rapidly evolving market. Since 2009, the SME100 Awards Program has been a hallmark of trust and reliability in the business community. This independently verified and data-driven accolade assures partners, investors and customers of a business's extraordinary success. ![%20Gerardo%20Salandra%2C%20respond.io%20CEO%2C%20receiving%20the%20SME100%202023%20Awards%20for%20Fast-Moving%20Companies](https://images.ctfassets.net/ph8r57dk1q9w/32Sp76LVeRecoL2eSyDire/5929fa80ec3e9d40178b4e074b84164e/dsc08639_da8840912686c763a6a2766e85915d41.JPG) "We are honored to receive this recognition among the other strong contenders in the market. This accolade serves as a testament to our team's unwavering dedication to innovation and the significant growth we have accomplished in our industry. “In a rapidly evolving digital landscape, respond.io's focus has always been on enabling businesses to communicate seamlessly with their customers. This recognition encourages us to continue delivering exceptional solutions and driving growth,” said Gerardo Salandra, CEO of respond.io. ![Hassan%20Ahmed%20%28CTO%29%2C%20Iaroslav%20Kudritskiy%20%28COO%29%20and%20Gerardo%20Salandra%20%28CEO%29%20of%20respond.io%20with%20their%20SME100%202023%20award](https://images.ctfassets.net/ph8r57dk1q9w/7sP7w2QIg543KbRKnXf55l/39854a3c818ff57de0ad21e952bcf459/project_0c8cbd15157ad3e54c6263b69f8cab0b.jpg) The awards ceremony was graced by the presence of several notable figures, including the Deputy Finance Minister, Datuk Seri Ahmad Maslan, who presented the awards. Also in attendance were Datuk William Ng, the National President of the Small and Medium Enterprises Association; Zahid Ismail, the Director General of the Malaysia Productivity Corporation and Tan Sri Soh Thian Lai, the President of the National Chamber of Commerce and Industry. ### About respond.io Respond.io is an AI-powered customer conversation management software that enables teams of all sizes to respond to messages on any channel from a centralized dashboard. Its advanced chat automation, flexible integrations and comprehensive reporting facilitate efficient operations and great customer experiences at scale. The platform is trusted by over 10,000 brands across 86 countries, including British Airways, Toyota, Decathlon, Roche and Klook. In 2022, respond.io raised $7 million in Series A funding, led by Headline Asia, and achieved the prestigious status of a WhatsApp Business Solution Provider (BSP) in April 2023. From its headquarters in Malaysia, respond.io continues to innovate and advance the future of customer conversations. ## [Respond.io Joins Forces with WhatsApp to Assist Enterprises in Driving Growth](https:/respond.io/blog/respondio-is-now-a-whatsapp-business-solution-provider) Leading message platform respond.io is now a WhatsApp Business Solution Provider (BSP). This significant milestone means that businesses can now take advantage of its advanced messaging features and capabilities to connect with their customers like never before. Leading message platform respond.io is now a WhatsApp Business Solution Provider (BSP). Businesses can now take advantage of its advanced messaging features and capabilities to connect with their customers like never before for their [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) efforts. ### What’s in it for Businesses Worldwide Businesses using respond.io can now seamlessly integrate the WhatsApp Business Platform directly from Meta’s cloud servers for increased efficiency and reliability. Meta's worldwide network of servers is tactically positioned to reduce latency, resulting in faster updates and improved message delivery times. By becoming a WhatsApp BSP, respond.io now has direct access to Meta's support team. This new development enables respond.io to provide its customers with exceptional support and assistance with common requests, including WhatsApp Business verification and [WhatsApp green tick](https://respond.io/blog/whatsapp-green-tick). As an omnichannel customer communication management software, respond.io adds value to [WhatsApp API's](https://respond.io/blog/whatsapp-business-api) capabilities. It enables multiuser access for WhatsApp so all agents and teams can respond to a high volume of messages from one WhatsApp number. Plus, respond.io offers businesses a suite of powerful tools including an advanced automation builder, detailed analytics on team and agent performance, and seamless integration with custom messaging channels and over 5,000 applications, including CRMs and e-commerce platforms such as Hubspot, Salesforce, Shopify, WooCommerce, Magento and more. ![Respond.io%20users%20can%20now%20get%20WhatsApp%20API%20directly%20from%20Meta](https://images.ctfassets.net/ph8r57dk1q9w/2QrsAJLWr91R2Ql3io8QUR/11b376989ca7aaaddb2897742ae6e3a3/bsp_e7d66e90f7df1043a8629b132787db0b.gif) Now, businesses will be able to manage all their conversations and WhatsApp Business Accounts on respond.io. This includes managing their WhatsApp business profile, message template creation and approval, and WhatsApp per-message charges, all from a single interface. Respond.io also enables businesses to comply with WhatsApp's policies and regulations, such as collecting customer consent to receive messages from a business. From offering multiple chat entry points, like ads that click to WhatsApp, QR codes and chat links, to obtaining opt-ins as part of an automated conversation, respond.io removes the friction in customer communication. ### A Commitment to Advanced Messaging Solutions Respond.io believes that instant messaging is the future of customer communication, and is committed to delivering the most advanced and effective messaging solutions to businesses across the globe. WhatsApp is a key channel for respond.io as it is one of the most widely used messaging apps in the world. With over 2 billion active users across 180 countries, it has become an essential channel for businesses to engage with customers. As of today, respond.io helps thousands of medium and enterprise customers worldwide unlock the power of instant messaging to deliver great customer experiences, build brand loyalty and drive growth and revenue. Among others, it empowered 200 agents at the [Indian social media platform Sharechat](https://respond.io/customers/how-sharechat-for-creators-supports-50k-creators-in-15-languages-on-whatsapp) to chat with 50,000 content creators using a single WhatsApp number and enabled [Yoho, Hong Kong’s leading e-commerce platform](https://respond.io/customers/how-yoho-centralized-6-support-channels-to-improve-chat-response-times-by-84), to grow its customer base by almost 10% in just four months by dramatically improving its sales and support experience. > "Empowering businesses to communicate seamlessly with their customers is our top priority as a WhatsApp Business Solution Provider. Our platform offers a personalized, conversational experience that fosters stronger relationships. By continuously expanding our capabilities, we enable businesses to achieve their goals and stay ahead of the curve. This collaboration with WhatsApp unlocks tremendous potential, allowing us to remain at the forefront of the latest trends to keep providing businesses worldwide with exceptional business messaging solutions." — *Gerardo Salandra, CEO of respond.io.* Its new status as a WhatsApp BSP will better equip respond.io to help businesses improve the efficiency of their messaging operations, as well as boost customer satisfaction and retention for steady business growth. Interested clients can try the messaging software for free and [get an account on the WhatsApp Business Platform](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) in minutes by [signing up on respond.io](https://app.respond.io/settings/channels/connectChannel/whatsapp_business). ## [Respond.io No Longer Supports Other BSPs — Here's Why](https:/respond.io/blog/respondio-no-longer-supports-other-bsps-heres-why) Respond.io has decided to stop supporting other WhatsApp BSPs to focus on its own WhatsApp solution. Learn how this new approach benefits your business. As a Badged Meta Business Partner, respond.io is committed to delivering the best WhatsApp Business Platform (API) experience to our customers. Hence, we have decided to stop supporting other WhatsApp Business Solution Providers (BSPs) and focus on our WhatsApp API solution. Effective **February 3, 2025**, we will deprecate support for **MessageBird (now known as Bird), Vonage, Twilio** and **360dialog** WhatsApp APIs. This decision comes from our allegiance to providing customers with valuable, innovative and reliable messaging solutions to drive business results. Let's discuss how this new approach benefits your business. ### A Simplified Integration for a Smoother WhatsApp Journey Each BSP has unique processes, making it difficult to ensure a consistent WhatsApp API integration and user experience for customers. By integrating directly with Meta, we are eliminating reliance on other WhatsApp BSPs, reducing potential points of failure. Respond.io's WhatsApp Business Platform (API) ensures a smoother, more cohesive experience from onboarding to daily usage. Setting up a WhatsApp API with respond.io is faster and more intuitive, with fewer steps and less potential for technical difficulties. ### Superior Customer Experience Our customers often encountered reliability issues with other WhatsApp BSPs such as inefficient support, which led to poor user experiences. Unfortunately, these problems were outside our control. This won’t be an issue anymore. By focusing solely on our solution, we can extend our high standards of performance, security, reliability and support to all our WhatsApp users for a consistent, high-quality experience. Plus, our direct access to Meta’s support team, combined with our exceptional customer service, ensures all problems are resolved quickly and effectively. ### Faster, Built-for-Purpose Feature Releases Other WhatsApp BSPs can be slow to release new features, and often, these features do not align with our goal of improving your marketing and sales performance. This goes against our priority: We want to ensure you receive early access to the latest, most advanced features to achieve faster and superior business results. To name some: - Click to WhatsApp ads - Reply-to messages - Meta Product Catalog - Organization Setting: WhatsApp Fees - Template Messages with buttons, files and video And there's more on the way! With WhatsApp at the heart of our product, you can look forward to more exciting releases designed to give you and your customers the best WhatsApp experience. ### Fair and Transparent Pricing Many WhatsApp BSPs impose unfair charges on customers, including markups, flat fees and per-message fees for WhatsApp usage. With the respond.io WhatsApp Business Platform (API), **you only pay the** [WhatsApp conversation fees](https://developers.facebook.com/docs/whatsapp/pricing/#rates), ensuring transparent and fair pricing. We highly encourage you to [migrate to the respond.io WhatsApp Business Platform (API)](https://help.respond.io/whatsapp/phone-number-migration-to-respond-whatsapp-business-api#steps_to_migrate_to_respond_io_whats_app_business_platform_api) before November 1, 2024 to avoid disruptions in your business operations. We understand that this change may pose some challenges, but we firmly believe this is an important step towards an even better WhatsApp experience. Rest assured, [our support team](https://respond.io/contact) is here to assist you at every step to ensure a smooth and successful transition. ## [Respond.io Presented as Best Business Messaging Platform Vendor of 2023](https:/respond.io/blog/best-business-messaging-platform) Respond.io was awarded Best Business Messaging Platform Vendor of 2023 by CXO Insight Middle East during Expand North Star in Dubai. DUBAI UAE, October 30, 2023 - Respond.io, a pioneering customer conversation management software, was named Best Business Messaging Platform Vendor at the ICT Leadership Awards by CXO Insight Middle East. The ICT Leadership Awards highlights Information and Communications Technology (ICT) leaders and organizations that have fostered digital business excellence and expansion through innovation in the region. Respond.io joins the ranks of Lenovo, Cisco and Fortinet among the award recipients of the night “We have firmly established ourselves as one of the leading customer communication management software in the Middle East for various industries, including IT and SaaS, education, healthcare, e-commerce, and logistics. Our growth in the region underscores our steadfast commitment to delivering unparalleled customer experiences. We’ve done this by establishing a robust local presence and localized platform experience and support to better understand the needs of customers in the Middle East”, said Gerardo Salandra, CEO of respond.io. ![Respond.io%20CEO%2C%20Gerardo%20Salandra%2C%20accepts%20the%20ICT%20Leadership%20award%20for%20Best%20Business%20Messaging%20Platform%20Vendor.](https://images.ctfassets.net/ph8r57dk1q9w/5UE2rSAY1LbZObv3c2zQmz/6805210af4e67388389a613ed87a2800/whatsapp-image-2023-10-18-at-45635-pm_bbc24e29c13756ca3b42be5b0fd3ccca.jpeg) The award was presented on October 17th at Expand North Star in Dubai, one of the largest annual technology startup events. North Star showcases notable startups in front of tech industry professionals from more than 100 countries worldwide. Concurrently, respond.io participated in GITEX Global 2023, the world’s largest tech conference, which also took place in Dubai. Respond.io took this opportunity to introduce Respond AI, an advanced AI technology that efficiently manages tasks like adjusting message tones to reflect a brand’s voice and generating responses by using the client's knowledge base and the web. A team of experts demonstrated how seamlessly Respond AI works together with other respond.io capabilities, including state-of-the-art chat automation, flexible integrations and a comprehensive reporting module to fulfill all customer communication needs. #### About Respond.io Respond.io is an AI-powered customer conversation management software that enables teams of all sizes to respond to messages on any channel from a centralized dashboard. Its advanced chat automation, flexible integrations and comprehensive reporting facilitate efficient operations and great customer experiences at scale. The platform is trusted by over 10,000 brands across 86 countries, including British Airways, Toyota, Decathlon, Roche and Klook. In 2022, respond.io raised $7 million in Series A funding, led by Headline Asia, and achieved the prestigious status of a WhatsApp Business Solution Provider (BSP) in April 2023. From its headquarters in Malaysia, respond.io continues to innovate and advance the future of customer conversations. ## [Respond.io Pricing: Flexible and Transparent for All Businesses](https:/respond.io/blog/respondio-pricing) Discover the true value of the respond.io pricing model – pay for what you use. Get all your questions answered about costs in our comprehensive guide. Teams choose respond.io to turn customer conversations into revenue, without juggling tools across channels. But as your messaging volume and team size grow, pricing shouldn’t force you into sudden upgrades or bloated feature bundles. That’s why respond.io pricing combines clear plan tiers with value-based scaling. Your cost is shaped by what actually drives outcomes: Monthly Active Contacts and Users. In this article, we break down each plan, what you get at every stage, and how to adjust contact tiers or seats as your business changes. ### Pricing that Scales with Your Business Businesses often incur unnecessary expenses with their customer conversation management software due to limited customization and rigid upgrade paths. Consequently, they might pay for features they seldom use or let go of essential tools for their operations because the costs are prohibitive. In a market saturated with all-or-nothing solutions, respond.io stands out with a value-based pricing model. What sets our pricing apart? - Adaptive to business growth: You only pay for what you need, aligning costs directly with your actual business requirements. - Scale at your own pace: Scale your growth sustainably without sudden cost spikes. - Clear costs: Transparency aids in planning and budget management, helping your business scale smartly. - Fair for all sizes: No matter your business size, you can get the best out of respond.io. In addition to **three subscription plans**, we implement value-based pricing through two primary metrics: The **number of Monthly Active Contacts** and **the number of Users.** The sections below detail how this works. ### Respond.io Pricing: Three Subscription Plans for All Business Needs Respond.io offers four tailored subscription plans, each designed to support different stages of a business’ growth. Choose our monthly subscription or opt for an annual subscription to **benefit from a 20% discount**. ![This%20image%20shows%20the%20three%20respond.io%20subscription%20plans%2C%20each%20designed%20to%20support%20different%20stages%20of%20a%20business%u2019%20growth.%20Choose%20our%20monthly%20subscription%20or%20opt%20for%20an%20annual%20subscription%20to%20benefit%20from%20a%2020%25%20discount.%0A](https://images.ctfassets.net/ph8r57dk1q9w/3CDseUkCZUYYvopcF9sjbS/858fa5ecad713485fe0774a4e68766a2/Screenshot_2026-01-13_at_8.23.44â__PM.png) - Starter plan: Perfect for small sales teams, this plan provides essential features to establish a strong foundation in business messaging. - Growth plan: Ideal for sales and marketing teams looking to scale with automation, AI Agents and integrations. - Advanced plan: Crafted for large, mature teams that require advanced features and integrations to supercharge the customer journey. - Enterprise plan: Designed for marketing and sales teams requiring a custom solution for their enterprising needs. Let’s get into more detail about what these plans have to offer. #### Starter Plan: Master the Basics Designed for small sales teams determined to tackle the challenges of selling through chat, this plan offers a unified team inbox for converting leads from websites and social media, providing complete visibility into every conversation. It's ideal for teams aiming to streamline their operations, gradually increase their number of agents, and build a robust foundation using respond.io’s omnichannel capabilities. Centralize messages from all channels With this plan, you'll have full access to our **core features**, allowing for efficient management of customer conversations. Here's what you can expect. - Team & custom omnichannel inboxes - Customer lifecycle management - Respond.io - Inbox Mobile app - Contact import - Merge duplicate Contact profiles - Use AI to draft replies, correct grammar, adjust tone and summarize conversations - Supervisor dashboard - Data export - Basic reporting …and more! #### Growth Plan: Scale Up Efficiently Tailored for marketing and sales teams aiming to enhance lead flow and conversions, the Growth plan adds AI Agents and advanced automation and integrations to scale operations and ensure sales efficiency. This plan is perfect for businesses ready to expand their lead capture, automate processes and conversations, and boost sales effectively without a proportional increase in effort or team size. - AI Agents trained on your business knowledge that take on roles including receptionist, sales agent and support agent - Fully automate processes including routing, assignment, customer lifecycle management and more with AI agents and Workflows - Advanced reporting - Broadcasts - Integrations with n8n, Zapier, Make.com, HubSpot and other CRM systems - API access - Data export ...and more! #### Advanced Plan: The Comprehensive Solution Designed for experienced sales and marketing teams, the Advanced plan is respond.io’s premium offering, ideal for executing highly specific integrations. It provides access to **all existing respond.io features** and expands AI capabilities to include voice. In this plan, AI agents not only answer chats but calls as well. This plan is perfect for businesses needing complex integrations and specialized features like custom channel configurations and HTTP requests. It also facilitates the expansion of use cases by adding new Workspaces, allowing teams to scale their operations seamlessly. Most importantly, the Advanced plan includes top-tier security features to ensure your customers’ data remains secure and protected. - AI Voice Agents - Workflow Step: HTTP Request - Salesforce integration - Create Incoming Webhooks - Connect Custom Channels - Build Webhook Events - Multiple Workspaces - Phone Number and Email Masking - Single Sign-On (SSO) ...and more! #### Enterprise Plan: Reach New Heights Designed for large organizations that require scalability, the Enterprise plan provides a higher level of customization and flexibility. It includes everything you can find in the Advanced Plan, plus: - Unlimited user seats - Custom monthly active contacts - Increased API rate limits - Even higher number of Workspaces For more detailed information, [visit the official respond.io pricing page](https://respond.io/pricing). ### Increase or Decrease Monthly Active Contact Tiers as Needed Monthly Active Contacts are a key-value metric for our pricing plans. **Monthly Active Contacts are Contacts that have sent or received a message (excluding broadcasts) over the billing month**. We believe our pricing should correspond to the value we provide. Each chat with a contact is a potential sales opportunity, and our Monthly Active Contact pricing model ensures you only pay for the contacts you engage with. There are four reasons why this matters to your business. - You’re not restricted by the number of total Contacts you can have - You don’t have to pay for the Contacts you don’t speak to - Your pricing will scale with the number of Contacts you actually talk to in a month - You don’t have to delete Contacts and lose their conversation history Growth and Advanced plans include 1,000 Monthly Active Contacts by default and allow businesses to increase or decrease Monthly Active Contact limits without switching plans, providing the flexibility to start strong and scale within their chosen plan as their business grows. The reason behind this decision is simple: **If you only need more Monthly Active Contacts, why should you upgrade your plan and pay for features you won’t use?** On the other hand, Starter plans offer unlimited Monthly Active Contacts, ensuring new Users can build their contact base without constraints. ### Add or Remove User Seats as Needed Users are the last key-value metric in our pricing plans. **A respond.io User is someone granted access to an** [Organization’s Workspace](https://help.respond.io/l/en/workspace-settings/users). Recognizing that businesses of various sizes have different User requirements, we want to make it easy for you to scale them up at your own pace without incurring unnecessary costs. Each plan includes a default number of Users. Similar to our Monthly Active Contact tiers, you can add and remove Users individually as your needs grow without changing your subscription plan. > Manage your subscription plan directly from your respond.io Workspace. Simply navigate to *Settings* > *Billing & Usage* to add or remove Monthly Active Contacts/Users or change your subscription plan according to your needs. ## [Respond.io raises $62.5M Series B to expand its customer conversation management platform globally](https:/respond.io/blog/respond-io-raises-62-million-series-b) Customer conversation management platform respond.io raises $62.5M Series B to advance AI Agent-driven revenue and expand in North America and Europe Today, [respond.io raised $62.5 million in a Series B](https://techcrunch.com/2026/06/15/malaysias-respond-io-raises-62-5m-eyes-acquisitions-in-north-america-and-europe/), led by Camber Partners with participation from Endeavor Catalyst and existing investors. This round accelerates respond.io's global expansion as the customer conversation management platform for mid-market B2C businesses that generate revenue from customer chats and calls. While Series B raises tend to fund operations for SaaS companies, we stand at $35M ARR with 169% year-over-year growth as adoption increases steadily. After building a strong portfolio of customers in APAC, LATAM and EMEA, we’re using this funding to accelerate local acquisitions and build a stronger regional presence for businesses in North America and Europe. ### How respond.io's infrastructure makes AI Agents commercially reliable Since our [$7 million Series A in 2022](https://respond.io/blog/respond-io-raises-7-million-in-series-a-funding), we have expanded into voice calling, deeper channel integrations and AI Agents. As a Meta Business Partner and TikTok Marketing Partner, respond.io was selected for early rollouts of WhatsApp Business Calling API, TikTok Business Messaging and TikTok Messaging Ads, making us one of the first platforms offering end-to-end integrations across both messaging and calling. AI is central to our appeal as a partner and how we enable businesses to scale. Most people think AI is what makes a conversation platform powerful. We think the conversation infrastructure is what makes AI powerful. AI without routing logic, conversation history, channel coverage, CRM context and human handoff is just a chatbot, while lightweight AI-first platforms aren't able to support the conversation volumes AI handles. Our advantage is structural and compounds over time. Processing over 2 billion messages per quarter — more than any comparable platform — over the years allows us to aggregate intelligence about how businesses actually need AI to assist them. As a result, our [AI Agents handle real revenue conversations](https://respond.io/customers/student-recruitment-agency-increases-conversion-60-percent-with-ai-agents) — grounded in verified business knowledge, tested before going live and designed to hand off to a human when necessary. They don't sit on the platform as an add-on product; they operate inside your routing logic, conversation history, CRM context and workflow automation. That is what gives our AI Agents commercial reliability, not just conversational fluency. To make this happen, we work with technology partners like [Amazon Web Services](https://www.hubspot.com/startups/stories/customers/respond.io) and OpenAI to create the infrastructure capable of scale, accuracy and speed. Respond.io is [architecturally designed for 99.999% uptime](https://respond-io.betteruptime.com/) even while processing over 2 billion messages per quarter, with AI integrated into platform and CRM context as a persistent intelligence layer. ### Built in the markets that moved first Respond.io grew in the markets where customer conversations were directly tied to sales, marketing and retention before anywhere else. APAC, LATAM and EMEA were messaging-first as early as the mid 2010s, inspiring our founding in 2017. ![Customer%20conversation%20management%20platform%20respond.io%20raises%20%2462.5M%20Series%20B%20to%20advance%20AI%20Agent-driven%20revenue%20and%20expand%20in%20North%20America%20and%20Europe](https://images.ctfassets.net/ph8r57dk1q9w/7sOOzQa5Tt6vWEEN7IiXfS/4e819c2dee9683232e827dcf14bd7c6a/Series_B___Press_Release.png) When a customer in Singapore, Mexico or Kuwait buys a car or a spa treatment, the whole transaction often happens inside a conversation — no forms, portals, or waiting for a callback. These businesses navigate WhatsApp, Instagram, TikTok, Messenger, Telegram, voice calls, live chat, email and more with distributed teams, fast response expectations and a direct link between conversation quality and commercial outcomes. The results are measurable with respond.io customers seeing ROI in months, not quarters. Turkish online marketplace [noonmar saw 40% more customers within 4 weeks](https://respond.io/customers/noonmar-increases-new-customers) of handling ad enquiries on [respond.io](http://respond.io). Malaysian specialty coffee retailer [Lamarsa Coffee grew sales by 50% quarter-on-quarter across 6 countries](https://respond.io/customers/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50) while Spanish online holistic health service [Doctor Heal has 62% faster appointment bookings for 3x more leads](https://respond.io/customers/doctor-heal-speeds-up-appointment-bookings-62-percent-with-ai-agents) with respond.io's AI Agents at no additional headcount. Now, North America and Europe are moving in the same direction. Social commerce on TikTok, Instagram and WhatsApp is growing quickly here and businesses offering high-consideration products or services will need a platform that can handle high volumes of conversations per week to help customers decide, buy or book appointments before they lose interest or find a competitor. ### Stronger regional presence and improved platform for revenue generation The investors’ profile for this round affirms respond.io’s business fundamentals and trajectory. Camber Partners is a New York City-based growth equity firm whose selective pre-fund portfolio includes Dropbox, PandaDoc, and Pipedrive — tools businesses around the world rely on daily — while Endeavor Catalyst is chaired by Reid Hoffman, co-founder of LinkedIn and Inflection AI. The return of our Series A investors indicates continued faith in respond.io, backing us to go even further in serving over 10,000 businesses in more than 180 countries. This Series B capital injection means stronger local presence in existing regions, faster support and a more intelligent product ahead. As for B2C businesses in North America and Europe — across automotive, education, healthcare, beauty, retail, travel and beyond — this is the moment respond.io becomes more locally present in your region, not just available to it. The direction has not changed. From the beginning, respond.io has built toward one thing: being the platform where revenue-generating customer conversations happen reliably at high volumes. This Series B funding allows us pursue this at greater speed and scale across more markets. ## [Respond.io Raises $7 Million in Series A Funding](https:/respond.io/blog/respond-io-raises-7-million-in-series-a-funding) Respond.io will use its $7 million Series A funding to continue pioneering the way forward in the business messaging world Startups tend to raise capital early and often. That isn’t how we do it at respond.io. We’ve been focused on organic growth since our inception in 2017, prioritizing our product and content to solve the biggest problems in business messaging. If you’ve followed our journey from the start or found us through our blog, you’ll know this firsthand. #### We’ve taken the time to build respond.io properly Our approach to raising capital is fundstrapping, a mix of bootstrapping and fundraising. When decisions are dictated by money — or the lack of it — ideology or growth suffer. Combining both was a sweet spot for us. We started respond.io in a tiny office with few resources, but we fully believed in the vision of a product that would transition businesses from the email era to conduct marketing, sales and support at scale over instant messaging. Since we were focused on the product rather than profits, we could: - Be as disruptive as we wanted, experimenting with new ideas in an untapped market - Push efficiency and creativity to the limit; having less also forced us to make the most of available resources - Build our platform meticulously, going back to the drawing board as many times as necessary to get it right Our seed and pre-series A funding made it possible for us to make mistakes (lots of them!) and take the time to correct them. We have to thank our early customers for this. As a result, respond.io is now on solid ground with a deep understanding of customers’ real-world needs. #### We’ve been pushing the accelerator on innovation Most companies take their foot off the pedal when they reach a certain size and focus on retention, extracting more revenue from existing customers while slowing down on value generation. That’s not the respond.io way. We have empowered more than 10,000 businesses, including industry heavyweights like Abenson, Roche and ShareChat, to join the conversational commerce revolution and process over 140 million messages a month. And we’re still gunning for innovation to increase the value we provide every day. ![Image%20showing%20a%20timeline%20of%20respond.io%20milestones](https://images.ctfassets.net/ph8r57dk1q9w/dW8VChM8R9LpvFOB8gI0U/18d1b57d3ce53444bd28b780efc5fd5e/SeriesAFundRaising-blogimages11_be2c59b1f142f3a34ee80a972f4f33f6.png) As a pioneer in the messaging landscape, we’re determined to keep our lead. All our decisions are data- and customer-driven. Respond.io has evolved from an omnichannel inbox to a full tech stack with third-party integration support, an automation engine and advanced analytics. Meanwhile, recent upgrades like our adoption of WhatsApp Cloud API, localization of our platform in Spanish and a Monthly Active Contacts pricing model (a first in our industry) are examples of how much your feedback matters to us. Thanks to this, we’ve grown our revenue 25X since our last round of funding. Our track record in product and content-led growth proves we know exactly where you need to go and how to get you there. In short, this rocket is ready for launch. ### We’re set to scale with Series A funding Our goal has always been to design a superlative product with scalable repeatable growth. To that end, we’re happy to announce that we’ve raised $7 million in Series A funding, led by [Headline Asia](https://headline.com/) with participation from [AltaIR Capital](https://www.altair-cap.com/), [Smart Partnership Capital](https://www.spc-vc.com/), [Sterling Oak Group](https://www.sterling-oak.com/) and [Calendula Ventures](https://calendula.vc/). It’s important to us that our investors are like-minded and support our focus on long-term value generation for all stakeholders, especially our customers. We were fortunate to find them this round and have charted an ambitious roadmap for the next chapter of our journey. #### We’re going to serve you better You have seen us produce tools like [Contact Merge](https://respond.io/blog/merge-contacts), which intuitively creates a single customer story across channels, and grow Workflows into one of the most powerful and flexible automation builders in the market. Imagine what we can do with this injection of funds. Expect to see more highly sophisticated features and solutions, as well as continuous improvements to our infrastructure. #### We’re going to support you better By the end of 2022, we’d have tripled the size of our team to 100 Responders compared to the same time last year. Not only are we investing in hiring the best tech talents, but we’re also looking to grow our support team to create an exceptional customer experience for you. This includes more dedicated Customer Success Managers for Enterprise clients and more agents covering a wider range of shifts in multiple languages for our global clients. #### We’re going to be closer to you Speaking of global clients, we’re going to be expanding in the Middle East, Europe and Latin America; regions where messaging apps absolutely dominate the communication landscape but few business solutions exist. Right now, we’re one of the best-kept secrets in the business messaging world as most of our clients found us while looking for solutions to specific problems. In this next chapter, we're going to bring business messaging into the mainstream. While we are a product of our generation, born into and molded by the messaging world, it is a world that is rapidly evolving. This isn’t a challenge for us; it’s an opportunity. As we move out of our startup phase and into our growth phase, we thank you for crossing this milestone with us. Here’s to many more ahead. ## [Respond.io Shines at GITEX Global 2023 with New Innovative AI-Powered Solutions](https:/respond.io/blog/respondio-unveils-ai-powered-solutions-at-gitex-global-2023) Respond.io unveiled new AI-powered solutions at GITEX Global 2023, aiming to redefine customer communication and empower businesses in the Middle East. DUBAI, UAE - October 23, 2023 - Respond.io, a pioneering customer conversation management software provider, successfully concluded its debut at GITEX Global 2023. GITEX Global is one of the world's largest tech exhibitions, hosted at the Dubai World Trade Center from October 16th to 20th, attracting an estimated attendance of 180,000 participants over 5 days. In conjunction with the event, respond.io showcased Respond AI, which handles tasks ranging from adjusting messages to fit a brand’s tone to generating responses using information from a client's knowledge base. Respond AI works together with state-of-the-art chat automation, flexible integrations and a comprehensive reporting module to fulfill all customer communication needs. "GITEX Global 2023 marked a pivotal moment for respond.io as we shared the evolution of customer communication. We are heartened by the positive response from the Middle East market and remain committed to actively contributing to the region's growth through our innovative solutions, which empower businesses, elevate customer experiences, foster growth and enhance operational efficiency across diverse sectors," said respond.io CEO Gerardo Salandra. During the exhibition, Salandra delivered forward-looking insights in his discourse on *Conversational AI: How GenAI and LLM are Redefining the Landscape of Global Business Conversations*. ![Kuala%20Lumpur-based%20pioneering%20customer%20conversation%20management%20software%20provider%2C%20respond.io%20makes%20its%20debut%20at%20GITEX%20Global%202023%20in%20Dubai.](https://images.ctfassets.net/ph8r57dk1q9w/5Ek3pMpSuLm2tkJCsj8d6G/b8985f47aff10a46be6b573d22bdde14/493a2542_1b4e039a72d483e4dfefe445c7927107.jpg) He had also participated in a fireside chat titled *Navigating the Digital Frontier - Unleashing Emerging Tech Icons in the Global Digital Economy* alongside Juwai IQI co-founder Kashif Ansari and Malaysia Digital Economy Corporation senior vice president Gopi Ganesalingam. Respond.io's success extended beyond the main venue of GITEX Global 2023 as the company was awarded the Best Business Messaging Platform Vendor of the Year at Expand North Star Dubai, the world’s largest tech startup event held in tandem with GITEX Global. Expand North Star Dubai is an annual technology conference and exhibition that serves as a platform for industry leaders, innovators and tech enthusiasts to explore the latest advancements and trends in information and communication technology (ICT). The ICT Leadership Award recognized respond.io's remarkable contributions to customer communication technology, underscoring the company's dedication to excellence and its continued commitment to the industry. ### About Respond.io Respond.io is a customer conversation management software that enables companies to respond to messages from any channel from one centralized dashboard by teams of all sizes, thus making communication with customers easier, faster and more satisfactory. Over 10,000 companies from 86 countries, including British Airways, Klook, Decathlon, Roche and Bigo use respond.io. The platform processes 120 million messages per month, beating three of its main competitors combined. In 2022, respond.io raised $7 million in Series A funding, led by Headline Asia with participation from AltaIR Capital, Smart Partnership Capital, Sterling Oak Group and Calendula Ventures. In April 2023, the company achieved the prestigious status of a WhatsApp Business Solution Provider (BSP). Respond.io is headquartered in Kuala Lumpur, Malaysia. ## [Respond.io Wins Innovation in Marketing Technology Award at the 2026 TikTok Partner Innovation Awards](https:/respond.io/blog/respond-io-tiktok-partner-innovation-award) Respond.io wins Innovation in Marketing Technology at the 2026 TikTok Partner Innovation Awards, recognized for converting TikTok chats into revenue. **KUALA LUMPUR, Malaysia, May 21** — [Respond.io](http://Respond.io) has been named winner of the Innovation in Marketing Technology award at the inaugural TikTok Partner Innovation Awards, held in New York on May 14, recognizing the platform's work in turning TikTok conversations into a measurable revenue channel for businesses worldwide. The inaugural awards spotlighted partners whose work has translated TikTok's reach into business outcomes for advertisers through new infrastructure, deeper automation and tighter execution across the marketing stack. The Marketing Technology category honored partners building the integrations, automation, workflow tools and commerce solutions that close the gap between TikTok engagement and business performance. ![Gerardo%20Salandra%2C%20CEO%2C%20Iaroslav%20Kudritskiy%2C%20COO%2C%20and%20Nassar%20Ahmed%2C%20Group%20Product%20Manager%2C%20representing%20Respond.io%20at%20the%202026%20TikTok%20Partner%20Innovation%20Awards%20in%20New%20York%2C%20where%20Respond.io%20won%20the%20Innovation%20in%20Marketing%20Technology%20award.](https://images.ctfassets.net/ph8r57dk1q9w/ugsh7cjIIbylEvH3KtvR9/28971d2a544fc02e2bb2b1e6265da4ad/TIKTOKPARTNERSAWARDS_051426_028__1_.jpg) *Gerardo Salandra, CEO, Iaroslav Kudritskiy, COO, and Nassar Ahmed,* *Head of Strategy & Operations**, at the 2026 TikTok Partner Innovation Awards.* [Respond.io](http://respond.io/) is an official TikTok Marketing Partner, with a solution built around TikTok Messaging Ads and TikTok Business Messaging, the two surfaces where most TikTok-driven conversations now begin. [Respond.io](http://Respond.io) turns demand from TikTok Messaging Ads and TikTok Business Messaging into revenue, carrying each customer conversation from first reply through to closed sale, whether the conversation started with a TikTok ad, an organic post or a direct message. On the platform, those conversations live alongside WhatsApp, Instagram, Messenger, Telegram, LINE, email and voice, with workflows that qualify and route leads, assignment rules and performance tracking that keep sales teams accountable, and reporting that connects conversations to outcomes such as conversions, sales and revenue. ![TikTok%20Partner%20Awards%20Winner%202026%20graphic%20featuring%20the%20Innovation%20in%20Marketing%20Technology%20category.%20The%20award%20recognizes%20Respond.io%20as%20a%20TikTok%20Marketing%20Partner%20helping%20businesses%20convert%20TikTok%20engagement%20into%20customer%20conversations%20and%20measurable%20revenue.](https://images.ctfassets.net/ph8r57dk1q9w/2znnTB1JaNK7bp0iSlXxcm/a0d32cfaabfb48b9ecf4cda874c4dce9/Innovation_in_Marketing_Technology__1_.jpg) [*Respond.io*](http://respond.io/) *was named a TikTok Partner Awards Winner 2026 in the Innovation in Marketing Technology category.* For the businesses already running on [respond.io](http://respond.io/), the award is external validation of a bet they've already made: that messaging is not just a support function but a revenue surface, and that speed, automation and context are what separate a conversation that converts from one that goes cold. ### About respond.io [Respond.io](http://respond.io/) is a customer conversation management platform for mid-market B2C businesses that drive revenue from high-volume customer conversations. The platform provides stable, enterprise-grade infrastructure where human teams and AI Agents manage chats, calls, emails and campaigns across the customer lifecycle, ensuring operational and revenue reliability as volume and complexity scale. The platform is trusted by over 10,000 brands across 86 countries, including [Parcel Daily](https://respond.io/customers/parcel-daily-boosts-conversions-60-percent), [iMotorbike](https://respond.io/customers/imotorbike-handles-2x-more-leads-with-ai-agents-on-respond-io), [Only Tourism](https://respond.io/customers/only-tourism-automates-80-percent-visa-inquiries-with-ai-agents) and more. ### About the TikTok Partner Innovation Awards The TikTok Partner Innovation Awards recognize partners across TikTok's marketing ecosystem whose work delivers business results for advertisers through innovation, execution and impact. The 2026 awards honored partners in four categories: agency, creative, measurement and marketing technology. ## [Respond.io Wins Malaysia’s Leading AI Driven Omnichannel Marketing Award](https:/respond.io/blog/leading-ai-driven-omnichannel-marketing) Respond.io bags another award, this time as Malaysia's Leading AI Driven Omnichannel Marketing Award, cementing its position as leader in the business messaging space. Kuala Lumpur, Malaysia, 9 November 2023 — Respond.io, a pioneering customer conversation management software, won the Malaysia’s Leading AI Driven Omnichannel Marketing award during the Malaysian Digital Expo (MDX) 2023 Awards Night. This award reflects respond.io’s leadership in using artificial intelligence to deliver cutting-edge solutions that enhance customer experiences and drive omnichannel marketing results. Respond.io joins the ranks of Carsome, DHL, AirAsia, and Sony among award recipients of the night. This was one of 37 tech-related awards presented by the Malaysian Digital Economy Corporation (MDEC) during the MDX Awards Night, recognizing industry leaders for their exceptional growth, innovation and contributions to Malaysia’s digital economy. “Respond.io has made great strides to further the Malaysian digital economy, especially in AI technologies, and push the boundaries of customer engagement. This award is a significant milestone in our pursuit of a future where every digital interaction is transformed into a meaningful conversation. It fuels our drive to continue pioneering AI in this category, serving as a catalyst for the company's future endeavors," remarked respond.io CEO Gerardo Salandra. ![Respond.io%20CEO%20Gerardo%20Salandra%20accepts%20Malaysia%u2019s%20Leading%20AI%20Driven%20Omnichannel%20Marketing%20Award](https://images.ctfassets.net/ph8r57dk1q9w/4X9fawj85TxGuhw7GdnMw/d598ef040b45ad28f7f2fba67b8d22b5/mar-7969jpg_c091c475de5a1a987dfdccd11370e6e4.jpg) MDX 2023, organized by MDEC, is a six-week-long series of technology events in Malaysia from September 25 to November 8, 2023. It is a platform to showcase the best and most innovative companies in Malaysia to the world. By highlighting the sophistication of the country’s tech ecosystem, the expo acts as the gateway for companies looking to place a foothold in or expand into Southeast Asia and beyond. The expo culminated in a three-day grand finale from November 6 to 8, 2023, comprising conferences, exhibitions and business matching sessions. It concluded with the MDX Awards Night and gala dinner, celebrating and advancing Malaysia's digital aspirations. The ceremony was attended by key figures from Malaysia’s tech industry and high-ranking government officials, including the Minister of Communications and Digital, Fahmi Fadzil, and the CEO of MDEC, Mahadhir Aziz. ### About Respond.io Respond.io is an AI-powered customer conversation management software that enables teams of all sizes to respond to messages on any channel from a centralized dashboard. Its advanced chat automation, flexible integrations and comprehensive reporting facilitate efficient operations and great customer experiences at scale. The platform is trusted by over 10,000 brands across 86 countries, including British Airways, Toyota, Decathlon, Roche and Klook. In 2022, respond.io raised $7 million in Series A funding, led by Headline Asia, and achieved the prestigious status of a WhatsApp Business Solution Provider (BSP) in April 2023. From its headquarters in Malaysia, respond.io continues to innovate and advance the future of customer conversations. ## [Respond.io's infrastructure investment keeps high-volume B2C revenue conversations reliable at scale](https:/respond.io/blog/platform-reliability-high-volume-b2c) For high-volume B2C teams, platform latency costs revenue. Respond.io proactively invests in infrastructure reliability so conversations never hit a ceiling. ### When platform latency costs high-volume B2C teams revenue — and what to look for instead For teams running high-volume, omnichannel conversations — appointment reminders, sales follow-up sequences, support queues — platform performance is a direct revenue variable. When query speeds slow under load, conversations stall. Response times spike precisely when they can least afford to: during a campaign push, at a peak support moment, or when a lead acquired through paid spend is sitting in an unassigned queue. The failure mode is not a crash. It is latency that accumulates invisibly until a follow-up doesn't land in time, a conversation ages out, and the cost of that delay hits the revenue line instead of an error log. ![Infographic%20with%20four%20icons%20summarizing%20respond.io%27s%202026%20infrastructure%20upgrade%3A%20a%20lightning%20bolt%20for%20100%D7%20faster%20query%20speed%20%2810%20seconds%20to%20100%20milliseconds%29%2C%20a%20stopwatch%20for%20a%20production%20switch%20completed%20in%20under%2010%20minutes%2C%20a%20checkmark%20for%20zero%20messages%20lost%2C%20and%20an%20upward%20trend%20icon%20for%20sustained%20infrastructure%20headroom%20through%20peak%20campaign%20and%20support%20traffic.](https://images.ctfassets.net/ph8r57dk1q9w/1lPgDRbhEL8zRg3MYWtUMJ/42f36682f5e4edd0bc849cafa07013d4/Platform_Release___Respond.io-s_infrastructure_investment_-_Image_01.png) The observable signal is practical: if your platform slows during campaign sends, support surges, or promotional spikes — and those slowdowns correlate with missed follow-ups, lower response rates, or aged-out conversations in your analytics — platform infrastructure has become a constraint on revenue. That is the signal to evaluate the engineering investment behind any platform you rely on. Respond.io takes a different approach. When the engineering team identified that the platform's core database indexes would soon fall out of alignment with how the system queries data at scale, the decision was not to wait. Instead, they spent six months diagnosing, planning, and staging a full database migration — completing it before any customer experienced degraded performance. That process, and what it delivered, is what this post covers. ### How we stay ahead of scale Respond.io's infrastructure reliability is the result of active improvement, not a fixed foundation. As the platform grows and new features ship, the engineering team monitors for potential constraints and resolves them before customers feel anything. In 2026, that meant identifying and addressing a growing gap between the platform's database indexes and its evolving query patterns — a technical constraint with a direct commercial consequence if left unresolved. Respond.io's main contact table holds approximately 300 million rows. Databases orders of magnitude larger run at high throughput without issue, so scale alone wasn't the constraint — the real gap was that the indexes on that table had been designed before the platform's query patterns evolved to their current shape. As respond.io shipped new features at pace — routing rules, automation workflows, AI capabilities — the way the application queried data kept evolving, while the indexes stayed fixed. Through proactive load testing and internal monitoring, the engineering team caught the divergence early: key queries were no longer running at optimal efficiency. That discovery came from internal testing, well before it could reach a customer — a clear signal the index architecture needed to evolve alongside the platform. Adding new indexes at this scale without impacting live traffic required database capabilities the team's infrastructure didn't yet support — so the team planned a version upgrade alongside the index redesign on MySQL 8.0, engineered to run without any customer-facing impact. Over six months, the team designed a migration approach using AWS (Amazon Web Services) DMS (Database Migration Service) with continuous data replication, built custom validation tooling to confirm data integrity before the cutover, and staged the entire process in testing before touching production. The cutover itself took less than 10 minutes. The team can now add, adjust, and drop indexes to match evolving query patterns as new features ship — continuously, without risk to platform availability. For customers, this means respond.io's performance standard is not a fixed state. It improves continuously as the platform grows — and infrastructure constraints don't become the ceiling on what the platform can do. ### What we actually did For teams where conversations are a revenue channel, any infrastructure failure during a major platform change carries a direct commercial cost — data corrupted, messages lost, or operations interrupted at the worst moment. Respond.io's approach to the 2026 infrastructure upgrade was to engineer out every failure mode before it could reach production. ![Horizontal%20graphic%20showing%20respond.io%27s%20six-month%20database%20migration%20from%20October%202025%20to%20March%202026%3A%20DMS%20testing%20in%20October%202025%2C%20continuous%20CDC%20replication%20running%20November%202025%20through%20March%202026%2C%20a%20final%20data%20validation%20pass%20on%20March%2015%2C%202026%2C%20and%20the%20production%20switch%20completed%20in%20under%2010%20minutes%20on%20March%2016%2C%202026.](https://images.ctfassets.net/ph8r57dk1q9w/74aJ7FzGB0VRqMYf6MClD0/245ce900a80f7301d5ff4f5fe05a7dd5/Platform_Release___Respond.io-s_infrastructure_investment_-_Image_02.png) Four components made that possible: a continuous replication approach that kept the production cutover to approximately 10 minutes, custom-built validation tooling that caught and corrected data integrity issues before go-live, a redesigned index architecture validated under realistic load, and a staged cutover sequence rehearsed multiple times before the production switch. #### The migration approach: continuous replication with zero downtime The team used AWS DMS with CDC — Change Data Capture, a technique that continuously replicates every change made to the source database to the target in near real-time. Rather than migrating a snapshot of the data and then cutting over, CDC allowed the new cluster to stay synchronised with production for months. By the time the cutover happened, the new instance was already current. The cutover itself was a controlled switch, not a live data transfer. Before enabling CDC on production, the team ran parallel task testing to understand CPU impact: 1, 3, and 5 simultaneous DMS tasks produced CPU overhead of 8-20% on the source — acceptable for production use. One optimisation had a significant effect: configuring DMS to handle LOB (large object) columns inline instead of separately cut the projected migration time from roughly two days to roughly three hours in testing. Production CDC replication started in November 2025, and ran continuously through to the March cutover, adding around 4-6% CPU overhead to the source throughout. #### Custom data validation: complete integrity confirmed before cutover AWS DMS includes built-in validation tooling, but when the team tested it on staging, it spiked CPU to 80% — unacceptable to run against the production source. Rather than accept that ceiling, the team built a custom validation script that achieved the same coverage at 20-25% CPU overhead. A full validation pass confirmed complete data integrity ahead of the cutover, ensuring no data would be lost during the shift. #### The index redesign: 100× faster under real production load The new indexes were designed and validated against real query patterns, not synthetic benchmarks. The team built a Lambda-based query runner — Lambda here refers to serverless functions that execute on demand — configured to replay actual SELECT queries from production traffic against the target instance in batches of 10 queries at a time, with up to 100 concurrent batches running simultaneously (up to 1,000 concurrent queries). This made it possible to test the new indexes under realistic load before any production traffic touched them. One important finding from this testing phase: the team explicitly ran hard data deletion on staging — removing rows to simulate a smaller dataset — and confirmed it had no effect on query latency. The same slow queries ran just as slowly with fewer rows. Fewer rows with the wrong indexes is still slow. This confirmed that the index redesign, not data reduction, was the actual performance lever. The results backed that up: queries that previously took around 10 seconds completed in around 100 milliseconds under the new indexes — a 100× improvement. #### The cutover: less than 10 minutes, zero messages lost Between March 9 and 13, the team ran multiple staging dry runs of the full cutover sequence, including deliberate random 5-minute shutdowns to simulate unexpected failures. A complete end-to-end cutover test ran on March 11. By the time the production cutover was scheduled, the team had run the process enough times to have high confidence in every step. Production cutover took place on March 16, 2026, at 5:00 AM MYT. The sequence: maintenance mode enabled, Lambda functions disabled, writes stopped, CDC allowed to finish replicating any remaining changes, new instance promoted to primary, services re-enabled. Total switch time: less than 10 minutes, with [no incidents reported](https://respond-io.betteruptime.com/incidents/2026-02/2026-04). Any messages that arrived during the cutover window were queued and processed immediately after services came back online. Zero messages were lost. For customers: the platform improved beneath them while operations continued above. No interruption to the conversations that drive their revenue. ### The results The infrastructure investment delivered measurable improvements across every dimension customers depend on. | Metric | Before | After | | --- | --- | --- | | Key query latency | ~10 seconds | ~100 milliseconds (100× improvement) | | Average database load (AAS) | 10 sessions | 2 sessions (5× reduction) | | Average SELECT latency | 12–20ms | 1–3ms (6–10× improvement) | | CPU utilisation (peak hours) | 60%+ | 10–20% | AAS — Average Active Sessions — measures how many database queries are actively running or waiting at any given moment. Before the migration, the old cluster was running at 10 AAS on 4 vCPUs — well above sustainable load. After cutover, the new cluster runs at 2 AAS on 8 vCPUs, with substantial headroom to spare. Importantly, traffic volume was identical before and after the cutover, confirmed via RDS Proxy query metrics. Every performance gain is attributable to better indexes and architecture — not reduced load. These results reflect respond.io's operational context — a managed conversation platform for high-volume B2C teams. Teams evaluating CPaaS providers or raw messaging APIs for custom-built communications infrastructure are assessing a different product category; those comparisons are addressed in the FAQ below. ### What this means for your business ![Infographic%20with%20three%20icons%20illustrating%20agent-facing%20benefits%20of%20respond.io%27s%20infrastructure%20upgrade%3A%20a%20lightning-fast%20loading%20icon%20for%20instant%20conversation%20history%2C%20a%20multi-channel%20icon%20for%20lag-free%20contact%20access%20across%20channels%2C%20and%20a%20dashboard%20icon%20for%20real-time%20reporting.](https://images.ctfassets.net/ph8r57dk1q9w/1DZzLwlBxCnSt5TCpOBMqW/67056e320ab169ca6eefbb8113fa5449/Platform_Release___Respond.io-s_infrastructure_investment_-_Image_03.png) #### **Agents close more conversations** In high-volume B2C sales and support, response time is a conversion variable — not just a UX preference. On platforms where infrastructure can't keep up with query volume, agents wait for contact lists to load and conversation context to appear — leads go cold, support moments pass, and revenue-generating conversations close before they should. Respond.io's infrastructure ensures agents always operate at full speed: contact lists and conversation history load instantly at peak volume, so the platform never becomes the bottleneck in a conversation that matters. #### **Campaigns deliver at full capacity** For teams sending omnichannel campaigns at volume, the moments of highest demand are also the moments of highest revenue risk. When platform infrastructure hits capacity, send rates degrade, response windows narrow, and the revenue value of every percentage point in campaign response rate quietly erodes. Respond.io maintains sustained infrastructure headroom so campaigns land at full delivery capacity — regardless of volume, and precisely when it matters most. #### **Revenue operations run without unplanned interruptions** Platform infrastructure upgrades are a hidden operational risk for revenue teams — unplanned downtime means missed messages, broken conversation sequences, and a revenue impact that arrives with no warning. Respond.io engineers major infrastructure changes with zero customer impact as the design requirement, not a best-effort outcome. The 2026 infrastructure upgrade completed in less than 10 minutes with zero messages lost because every failure mode was resolved before it reached production. That standard extends continuously: as new features ship, the engineering team tunes query performance without risk to platform availability — reliability is an ongoing investment, not a one-time event. Most platforms invest in infrastructure in response to problems customers already feel. Respond.io's approach is the opposite: identify potential constraints through internal testing, resolve them before they surface, and raise the performance standard continuously. That is the operational posture the platform is built on — and it is why the infrastructure reliability described here is not a one-time achievement, but the baseline. ## [Rocketbots CEO Speaks at the Innovation Summit by The Economist](https:/respond.io/blog/rocketbots-ceo-speaks-at-the-innovation-summit-by-the-economist) Rocketbots CEO Gerardo Salandra spoke at the Innovation Summit September 7th, hosted by The Economist Rocketbots CEO Gerardo Salandra spoke at the Innovation Summit on September 7th, hosted by [The Economist](https://www.economist.com/), to debate with Jobsdoh Founder Xania Wong about the topic of AI and the potential for job loss in the future. Salandra spoke in against the motion that jobs would be safe from Artificial Intelligence. Meanwhile, Wong spoke in favor of job safety in the face of AI. Pre-debate polls showed 70% of audience members on Wong’s side of the aisle. Post polls showed an audience on the fence with a 50/50 audience. Gerardo’s argues that AI will indeed bring jobs, but they won’t be the jobs that everyone is looking for. AI needs constant training to be pushed in the intended direction they’re supposed to be in. Therefore only mundane, boring, repetitive jobs will replace the potential jobs lost. As AI is indeed an automation solution, the automation is to replace jobs that are already mundane themselves, fighting mundane, with another type of mundane. Salandra also argues that perception of AI is all too positive, AI will not only eliminate current jobs, but it will stop future jobs from being created, automation is a scalable solution, which means the likelihood of new jobs being created by AI would be negative in numbers, not positive.  Further points Salandra made throughout the event centered around the topic of the opportunity cost of AI outweighing the jobs created by AI. Shifting the Audience's opinion of AI to be on the fence rather than in favor of job safety. ## [Rocketbots is Now Respond.io](https:/respond.io/blog/rocketbots-is-now-respond-io) Respond.io enables brands to respond to business messages quickly and efficiently, no matter the channel. We founded Rocketbots to help companies implement automated messaging. 33,000 users later, we’ve realized we’re changing the world on a more fundamental level by enabling businesses to make the leap from customer email to customer messaging. Over the last decade messaging has changed the world. Conversations with friends moved from Facebook posts to WhatsApp groups and endless office email chains turned into Slack threads. It's time to conquer the final frontier - business messaging. We all know the pain of contacting, waiting and communicating with customer support. Using IVRs, waiting on hold or sifting through autoresponse emails. What a horrible experience. But it doesn't have to be that way. Customers want to message brands, check read status on a message level and get notified when the brand replies. It's not rocket science - but the truth is, with so many different channels to worry about, it's not exactly easy for companies to make it happen. We're here to change that. Respond.io enables brands to respond to business messages quickly and efficiently, no matter the channel. As far as we've come already, we still have a long way to go. So we've raised a Pre-Series A round of funding to accelerate this effort. ![](https://images.ctfassets.net/ph8r57dk1q9w/6zhzXlSyw9VyMwlNTbDW2k/57841539daf91f4bb085f19d1663e8de/BeyondKTB_c6e66df5b112620a022fa4dea5f3728d.png) With the help of Beyond Ventures and KTB Network, we've raised $1.8 Million to fund the ongoing development and innovation of our Business Messaging Platform. To continue growing our delightful customer base in Europe, Latin America and Southeast Asia we’ve opened a brand new headquarters in Kuala Lumpur and doubled our team size. This is just the beginning. As you read this we are working on a swath of exciting new improvements that will transform business messaging from just another channel to a core part of a business that enables companies to communicate, understand and generate value for customers faster than ever before. ## [Rocketbots partners with Hong Kong CityU to bring AI to university students](https:/respond.io/blog/press-rocketbots-partners-with-hong-kong-cityu-to-bring-ai-to-university-students) Rocketbots continues to host events just like this across Hong Kong every month after the release of the new Rocketbots Academy Rocketbots Co-founder Gerardo Salandra visited the City University of Hong Kong to present to students how to build a chatbot in hopes of getting young minds interested in the hottest topic to hit the globe this decade. Lasting just 2 hours, CityU students were exposed to every step in the chatbot making processes with all the tools necessary to their disposal. The event soon broke out into smaller groups where students could try their hands at building their very own chatbots with tutoring from the Rocketbots team. A post-event survey found that 94% of the attendees believed that this would be a useful skill in the future when AI chatbots become more prevalent on the web. ![](https://images.ctfassets.net/ph8r57dk1q9w/5rRP1pxcR7PDJQv58zBEf/0010ac211b5d06a8a5dbd6fdd89e7bb5/IMG-20171209-WA0020-767x1024_1d408b3eb54bdb9b0854a9c2f01904d1.jpg) Rocketbots continues to host events just like this across Hong Kong every month after the release of the new Rocketbots Academy, a program that seeks to create fervor among the entrepreneurial communities by teaching attendees how to create their own chatbots from step one to done. It’s Rocketbot’s hope to become the most relevant thought leader on the topic in Hong Kong by creating an open-source, free, and community-focused library of AI chatbot courses and tools that anyone can pick up. Follow Rocketbots on [LinkedIn](https://www.linkedin.com/company/13240213/), [Facebook](https://www.facebook.com/rocketbots/), or [Twitter](https://twitter.com/rocketbotsio) to see when the next event is coming up. ## [Rocketbots Raises Seed Round for 2018 to Kick Off Its New SaaS AI Chatbot Platform](https:/respond.io/blog/press-rocketbots-raises-seed-round-for-2018-to-kick-off-its-new-saas-ai-chatbot-platform) Rocketbots, a Hong Kong-based Artificial Intelligence Chatbot company has recently closed their Seed Round for an undisclosed amount to help kick off it’s newest products to a rapidly-growing market. Rocketbots, a Hong Kong-based Artificial Intelligence Chatbot company has recently closed their **Seed Round** for an undisclosed amount to help kick off its newest products to a rapidly-growing market. This round was led by [Global Technology Alliance](https://www.gta.global/), an angel investment group operated by two renowned serial entrepreneurs from Germany including the former CTO of Scout24 & the founder of Smartcast, and joined by the CEO of Sun Hing Printing. The global chatbot market was valued at **USD 190.8 million in 2016**, it is expected to continue to experience significant growth driven by increasing adoption in customer service to reduce operating costs. According to a recent report by Grand View Research, the global chatbot market is expected to reach **$1.23 billion by 2025**. Before launching the Rocketbots Platform, the company provided solution-oriented business-to-business (B2B) services – utilizing AI and Natural Language Processing (NLP) in chatbots for several large enterprises. > *“Over the past year we’ve built numerous chatbots across all sort of verticals – in doing so we’ve realized that the tools available are far from perfect, so we decided to make our* *own”* *said Gerardo Salandra CEO of Rocketbots and Chairman of the Artificial Intelligence Society of Hong Kong.* The [Rocketbots Platform](http://www.rocketbots.io/) enables chatbots to fit the specific operational protocols of modern-day customer service teams. **It brings together CRM, analytics, insights, and human-handoff, designed to bring bot-assisted service into the mainstream.** By tying together messaging channels and human hand-off, the platform allows organizations to decide what their customers discuss with bots or with human agents. The Platform is eliminating the barriers to widespread adoption and ushering in the era of hybrid customer support. The jump start achieved by Rocketbots is partly attributed to the opportunities available in Hong Kong. With its mature legal environment, central location in the world’s fastest-growing region, tight-knit business community, and penchant for networking, Hong Kong is a place which facilitates growth. Its’ institutions also play their part with a network of universities and research facilities that nurture talent as well as government agencies like [InvestHK](http://www.investhk.gov.hk/) which provided us customized support. > *“Considering that the latest technological revolution has birthed numerous businesses based on apps, we want to spearhead and empower the next wave of entrepreneurs to build the next big thing based on chatbots, we call them Botpreneurs”* *said Gerardo on a further note.* In addition to the platform, Rocketbots intends to launch the [Rocketbots Academy](https://my.rocketbots.io/academy), a series workshops, webinars and hackathons across South East Asia, the Academy seeks to democratize AI and empower a new wave of entrepreneurs for the post-app era. #### ***About Rocketbots*** Founded in 2016, [Rocketbots](http://www.rocketbots.io/) is an AI chat automation platform for enterprises to engage employees & customers. Launch on platforms like Facebook Messenger, website, SMS, Wechat mobile apps and more. #### ***About the Founders*** ##### ***Gerardo Salandra | Co-Founder & CEO*** Gerardo is a serial entrepreneur and public speaker in Hong Kong, a growth hacker at heart and founder of the [Artificial Intelligence Society of Hong Kong](https://www.aisociety.hk/), he aims to bring AI to the masses. An IBM & Google veteran, with deep expertise in growth hacking, machine learning, and chatbots. A graduate of the MBA program at the Chinese University of Hong Kong. ##### ***Iaroslav Kudritskiy | Co-Founder & COO*** Iaroslav is the driving force behind the conversational design at Rocketbots and the creator of the Rocketbots Academy courseware. His previous roles designing information management systems and horizontal knowledge transfer strategies at Kodak Alaris, Xaxis & Light Reaction.  A graduate of the MBA program at the Chinese University of Hong Kong. ##### ***Hassan Ahmed | Co-Founder & CTO*** Hassan oversees the technology development at Rocketbots. Having been in the tech development field for more than 14 years, he has seen its evolution from command lines to modern interfaces. Hassan founded and lead the development of Pakistan’s largest news aggregator until it’s acquisition. A Computer Science graduate with previous experience working at Center for Advanced Research in Engineering. #### ***About the Investors*** ##### ***Alexander Nowotny | Managing Partner GTA & former CTO Scout24*** As Former CTO of Scout24 and CDO of MX1, Alexander now acts as Global Technology Alliance’s Managing Partner in Hong Kong and engages in entrepreneurial tasks in the region. ##### ***Christian Brenner | Managing Partner GTA and Serial entrepreneur*** Former founder of SmartCast and other Businesses across Asia. SmartCast started their rapid SaaS-Solution expansion throughout Asia via Hong Kong in 2011. By the time SmartCast was bought and fully integrated by the world’s biggest Satellite Operator SES from Luxembourg in 2016, the company was operating local subsidiaries in Hong Kong, Singapore, Thailand, Indonesia and South Korea and served Media giants like Fox, Turner and Disney.. ##### ***Kenneth Chan | CEO of Sun Hing Printing*** Sun Hing Printing is the leading one-stop printing service provider in Hong Kong. Kenneth Chan lead the company to an IPO in 2017. According to the Frost & Sullivan Report, Sun Hing is ranked fifth in terms of share of total industry revenue in Hong Kong for 2016. ##### ***Andy Ann | CEO NDN Group & Serial entrepreneur*** Incorporated in 2002 as a private company, NDN Group has evolved over the last decade from a single digital media business in one city, to a broad-based total solution corporation in multiple markets. ## [Rocketbots Recognized by FinancesOnline as Outstanding Customer Support Software](https:/respond.io/blog/press-rocketbots-recognized-by-financesonline-as-outstanding-customer-support-software) Rocketbots is disrupting the customer support software industry by introducing AI automation that requires no extra setup or cost Rocketbots was recently listed on the FinancesOnline business software review platform in a bid to stand toe-to-toe against customer chat giants. Rocketbots is disrupting the [customer support software](https://s.financesonline.com/uploads/2018/10/Top-10-Customer-Support-Software-2-copy.png) industry by introducing AI automation that requires no extra setup or cost. While some major help desk brands are no stranger to AI integrations, the Rocketbots platform has AI embedded natively into it’s messaging backend that learns from typical human-to-human conversations, thus training the AI. By hybridizing AI with human agents, the Rocketbots platform seeks to enhance agents with AI, rather than replace them. The AI’s purpose is to save time and money by making an agent’s replies automated more and more over time as the AI learns, while still keeping a human in touch with the audience at large. FinancesOnline is the first of many software review websites that Rocketbots is seeking to take a foothold and make waves in the changing perception of customer chats. Too much emphasis on chatbots being an end-all be-all solution to 24/7 live support has left larger companies with a bad taste in their mouth due to poor training methods, inevitable chatbot failures, and so on being the main culprits. Other pitfalls in customer satisfaction were also expounded in a [live chat software research](https://financesonline.com/live-chat-software-customer-support-satisfaction-report/). Tackling perceptions as well as tackling the giants in traditional senses, Rocketbots is looking shake things up with a new method of artificially intelligent customer chats, and a pricing model that encourages scaling support, and not staff. After a thorough [Rocketbots features](https://reviews.financesonline.com/p/rocketbots/) review, FinancesOnline’s experts commended the software’s smart AI-learning functionality for its capability to competently answer recurring questions. “From these lessons, the AI can provide answers to the most commonly asked questions, freeing you and your chat agents from the burden of responding to mundane queries so you can focus on other matters that are complex and require more specific expertise,” stated the review team. They also cited centralized conversation management and enhanced marketing efforts as one of the main benefits businesses can derive from Rocketbots. FinancesOnline’s long-tail curation process and handy account management is one of many reasons Rocketbots decided to list on their platform. With plentiful awards to be taken from the competition, high traffic, and newsletters, there are plenty of avenues for startups  to rise to prominence in the face of larger companies. This is why we are incredibly proud to receive two shiny awards from FinancesOnline: Great User Experience award for 2018 and Rising Star award for 2018. These awards recognize Rocketbots as an exceptionally designed software that is well-beloved by customers. This accomplishment is also supported by our user satisfaction rating, with Rocketbots recording a 100% score. ## [Rocketbots Winner at International Seedstars competition](https:/respond.io/blog/press-rocketbots-winner-at-international-seedstars-competition) Rocketbots was selected to one of the top 8 startups in Hong Kong to attend Seedstars Rocketbots was selected to be one of the top 8 startups in Hong Kong to attend Seedstars, the global seed-stage startup competition for emerging markets and fast-growing startup scene, which has brought its pre-selection rounds to an end. Rocketbots participated in the event pitching its new HR chatbot, which aims to solve the problem of communication breakdown between companies and front-line employees by providing an Artificial Intelligence powered chatbot so they can ask questions about the company, HR, guidelines, etc. The HR chatbot engages employees by conversing with them on their most-used channels, like Facebook Messenger, where company news, updates, and surveys can be delivered to them with ease. The AI chatbot aspect of this solution handles the frequent questions and answers that may happen between HR and the workforce, and tackling these questions frees up time for HR to focus on the topics that really matter. To support the chatbot, Rocketbots pitched its chatbot management platform that aims to be a SaaS freemium model that would ideally help companies manage their chatbots, gain insights into workers, and deliver company updates meaningfully and without being lost in a sea of emails that any one employee might receive in a day. After participating in 3 rounds, [Rocketbots proudly took the second spot as the most promising startup in all of Hong Kong](https://respond.io/blog/press-rocketbots-raises-seed-round-for-2018-to-kick-off-its-new-saas-ai-chatbot-platform). ## [Sales Closing Techniques: How to Close a Sale in 3 Conversations](https:/respond.io/blog/how-to-close-a-sale) Build a personal relationship with customers to improve your sales in a short amount of time. Learn how to close more sales in 3 conversations. Looking to close sales leads faster? You’ve come to the right place. This blog covers how to close sales effectively. In this guide, you’ll learn what conversational sales is, why you should close a sale in 3 conversations, how to do it and best sales closing techniques. ### What is Conversational Sales? [Conversational sales](https://respond.io/blog/conversational-sales) is an approach that treats each interaction with a lead as part of a two-way exchange. It’s not about cold calls and scripted pitches; it's about building relationships through genuine conversations. Even in the digital age, the fundamental principles of sales remain the same—build rapport, understand your customer's needs, and demonstrate the value of your product. ![An%20image%20of%20icons%20showcasing%20the%20elements%20of%20sales%20closing%20techniques%20to%20close%20sales%20leads%20faster](https://images.ctfassets.net/ph8r57dk1q9w/4vR92DZS9EFCPuFM0O2TEr/f8b9a2fc9375c2086c7c3aef54364e09/blog-image-1_6dd8a00645cf738ec06571bb6a32cb0b.jpg) But the execution has evolved. Instead of face-to-face interaction, conversations are happening on platforms like [WhatsApp](https://respond.io/blog/whatsapp-business-api), [Facebook](https://respond.io/blog/facebook-business-chat), [Instagram](https://respond.io/blog/instagram-business-chat), [TikTok](https://respond.io/blog/tiktok-for-business), [Telegram](https://respond.io/blog/telegram-for-business), [Viber](https://respond.io/blog/viber-for-business), [LINE](https://respond.io/blog/line-business) and more. With the right conversational approach, you can close deals faster. Transform your sales game from a numbers race to a value-focused exchange that delights customers and grows your business. Let’s examine the best approach to conversational sales. ### Why Close a Sale in Three Conversations? Timing is everything in sales. A deal that drags on for too long can lead to a drop in customer interest. Prospects lose their initial enthusiasm or become distracted by competitors’ offerings. This delay reduces the perceived value of the product or service. It also tells customers that your sales team is inefficient or lacks commitment. To prevent this, it’s crucial to keep the number of conversations for each customers low. Here’s why you should keep it to three conversations. - Optimizes Sales Efficiency: Limiting the core sales process to three conversations helps in managing time and resources efficiently, both for the salesperson and the customer. It prevents the sales cycle from dragging on unnecessarily, which can lead to lost interest or decision fatigue from the prospect. - Increases Closure Rates: By methodically addressing customer needs, building trust and presenting tailored solutions, this strategy can significantly increase the chances of closing a sale. It also helps in establishing a positive customer experience, which is vital for referrals and future business. In three conversations, you can build a convincing narrative that leads your prospect to a buying decision. Each interaction maintains their interest and when done well, it leads to a win for both you and your client. Let’s look at this three conversation narrative next. ### Sales Closing Techniques: How to Close a Sale in 3 Steps Streamlining the sales process into three distinct steps not only simplifies the sales journey but also ensures a focused and effective approach to converting prospects into loyal customers. This method emphasizes clarity, efficiency, and the power of building relationships. This ensures a smooth transition from initial contact to final agreement to close sales leads faster, all while maintaining a strong connection with your customer. Let's dive into the sales closing techniques, using the context of a tertiary education recruiter as an example. #### Step 1: Identify Customer Challenges and Opportunities The foundation of a successful sale lies in a deep understanding of the customer's problems and objectives. Adeel Akram, a seasoned Senior Account Executive at respond.io, demonstrates how to close sales effectively. He emphasizes the importance of showing the value or return on investment of the service offered. In the context of education recruitment, this could involve explaining how a particular course or institution provides a better ROI in terms of career opportunities and earnings potential compared to others. Agents should use concrete examples, such as alumni success stories or industry partnerships, to illustrate these points. Every conversation with a prospect should have a clear goal, nudging them further in their decision-making process. By making each interaction meaningful and focused, you build a strong foundation that paves the way for a successful sale. #### Step 2: Follow-Up With Customers The second step involves delving deeper into the specifics of your offer and addressing any questions or concerns the prospect may have. This is the time to provide detailed information that highlights your competitive advantage. ![An%20image%20of%20sales%20closing%20techniques%20to%20close%20sales%20faster](https://images.ctfassets.net/ph8r57dk1q9w/7w6WZoW7BrQ80biFKMXFM8/30930670f26f8f95ff7cc1bf421ba20e/blog-image-2_7ce0bc24b1b56b6fea13602ba07d6b1d.jpg) For an education recruiter, this could mean personalized reports on course outcomes, comparison charts between institutions or a tour around the campus. The key here is to tailor your follow-up to the individual's specific needs and goals, emphasizing how your offerings directly benefit them. This not only keeps the prospect engaged but also reinforces the value of your services, making it clear how they stand out from the competition. #### Step 3: Close the Deal By the time you reach the third conversation, you should be in a position to close the deal. At this stage, it's crucial to confirm that your offering is the best solution for the customer's needs. For education recruiters, this means ensuring that the course or institution you're recommending not only meets the student's current educational and career objectives but also positions them for future success. Closing the deal involves painting a clear picture of how your solution addresses the prospect's needs in ways that alternatives do not. It's about showing the long-term benefits, such as career growth, network building and skill development. At this final hurdle to close sales leads faster, reinforcing the unique advantages of your offering can make all the difference, turning a prospect into a satisfied customer. Since this is the most crucial stage, businesses should consider calling customers through the [WhatsApp Business Calling API](https://help.respond.io/whatsapp/whatsapp-business-calling-api) to more effectively seal the deal. ### Leverage Respond.io: Best Practices to Boost Your Sales Conducting effective sales conversations requires preparation, timing and a dose of intuition. Here are some best practices to keep in mind: #### Sales Closing Techniques: Know Your Customer Preparation is where successful sales conversations are built. Before messaging a prospect, it's crucial to set clear objectives for the conversation. Understanding what your goals are helps steer the discussion in the right place. It ensures that you make the most of the opportunity. Objectives could range from uncovering a prospect's needs and addressing objections to securing a commitment for the next step. ![An%20image%20of%20best%20practices%20to%20close%20sales%20leads%20faster%20in%203%20conversations](https://images.ctfassets.net/ph8r57dk1q9w/13gWXK14SnhzzlSw3bXlyw/2ca4a38e99e6df60bf2abf1b6cf776c8/blog-image-3_8700fd149b31187ef9ecdfa4bb5f4b38.jpg) On respond.io, you can [qualify leads](https://help.respond.io/sales-use-case/inbound-sales-enrich-contact-data-and-qualify-leads#enrich_data_and_qualify_leads_by_asking_a_question_with_workflows) with [AI Agents](https://respond.io/ai-agents), so you can spend your time talking to leads who are actually likely to convert. An AI Agent can collect contact data, ask questions about budget and answer preliminary questions to assess fit for your product or service. When a lead is qualified, the AI Agent transfers the conversation to a human sales agent with an [internal comment](https://respond.canny.io/changelog/ai-agents-can-now-add-internal-comments) summarizing key details and next steps. If leads are not qualified, the AI Agent can close the conversation with a clear summary. #### Sales Closing Techniques: Build Momentum to Keep Customer Interest Momentum is key in keeping a prospect engaged and moving through the sales funnel. Follow up promptly after each conversation. Consistency and timeliness in your follow-ups demonstrate your commitment and can keep the prospect interested. Use tools like [broadcasts](https://help.respond.io/broadcasts-module/broadcasts-overview) to send messages to a large number of prospects in one go. This helps you connect #### Sales Closing Techniques: Maintaining Relationships for Future Opportunities Even if a deal didn’t close, maintain the relationship anyway. You never know when a prospect might be more ready to buy and you want to be top-of-mind when they are. This also applies to existing customers. It’s much easier to get sales from an existing customer than a new one. So, make sure you maintain a relationship to upsell, cross-sell or even offer them an entirely new product. Just like with building momentum, you can send [broadcasts](https://respond.io/blog/whatsapp-broadcast) to prospects and customers to remind them of your offerings. Do this as a part of your retargeting campaign. > To avoid customers flagging your messages as spam on WhatsApp, ensure that you have an option to opt-out of your broadcasts. Having too many broadcasts flagged as spam can lead to an [account ban](https://www.whatsapp.com/legal/business-terms). #### Sales Closing Techniques: Things to Avoid While you should take every opportunity to close a sale, there are limits. We’ll briefly go over the don’ts when closing sales. - Hard selling: Avoid this at all costs. Pressuring potential customers will only force them to back out of the conversation. Convince them about what they stand to gain, rather than telling them they have to buy your offerings. - Not asking for the sale: While you shouldn’t hard sell, you should still ask your customer if they’re ready to make a deal. Asking customers to get back to you on making a deal will result in declining interest over time. In short, you’ll lose customers. - Closing only once: Consistently close throughout the conversation. Schedule the next conversation with them, invite them to your store or even arrange a meeting. Make sure that your customers are guided towards a goal so that you don’t lose them. Respond.io is at the forefront of conversational sales for every business. To start closing deals with respond.io, sign up for a [free account](https://app.respond.io/user/register) today. ### Further Reading If you enjoyed reading this article and want to know more about conducting sales through conversations, read these blogs: - Conversational Sales: A Quick Guide to Conversational Selling - Conversational AI for Sales: Close Deals in the AI Era - WhatsApp Sales: How to Sell on WhatsApp ## [Salesforce Integration: What Businesses Need to Know](https:/respond.io/blog/salesforce-integration) In this article, we’ll cover some common Salesforce integrations, their benefits, and how to set up a Salesforce integration with respond.io. Over 150,000 companies worldwide trust Salesforce to help them manage their customer relationships, making it the most popular sales CRM in the world. However, many companies use multiple platforms for various functions like sales, support and marketing. Switching back and forth between these platforms to gather and update customer information can slow down response times and hinder sales efforts. That's where integrating Salesforce with these platforms unlocks operational advantages. In this article, we’ll cover some common Salesforce integrations, their benefits, and how to set up the Salesforce integration with respond.io. ### What is a Salesforce Integration? Many companies rely on Salesforce to gather lead data and study their sales analytics, but they also use other tools like communication platforms and many types of apps. The challenge comes when agents have to come back and forth between Salesforce and other platforms for their business activities. For example, if an agent is chatting with a lead on a customer communication platform, without a Salesforce integration, they would need to go back to Salesforce to look up the lead's information and context, then switch back to the chat. Not efficient at all! Salesforce integration means connecting Salesforce with other third-party platforms to eliminate reliance on manual processes, so both humans and automated systems like [AI Agents](https://respond.io/ai-agents) can act on the same up-to-date customer data. Businesses integrate with Salesforce for different purposes, which we will cover next. ### How Businesses Use Salesforce Integration ![Salesforce%20Integration%20-%202](https://images.ctfassets.net/ph8r57dk1q9w/1OGDtM9CiGFliYnRi7Ot1G/97ec2db7ee919aafd8c19236899636ed/Salesforce_Integration_-_Image_1.png) #### **1\. Sales Automation: Syncing Customer Data with CRM Tools** Connecting Salesforce with sales tools like lead management and sales automation systems helps keep customer data up-to-date in real-time, so there’s no need for manual updates. Sales teams can easily access accurate information, letting them focus on the best leads and work faster to close deals. #### **2\. Marketing Automation: Running Email and Social Media Campaigns** Connecting Salesforce with marketing tools helps businesses send automated emails and social media messages. Using customer data, marketing teams can reach the right people with the right message, making it easier to engage leads and turn them into customers. Salesforce integration gives marketing teams a complete view of customer interactions, helping them improve campaign strategies. #### **3\. Customer Support: Connecting Salesforce with Support Systems** Integrating Salesforce with support systems helps customer service teams get all relevant information quickly. This speeds up problem-solving and makes interactions more personal, so support teams can resolve issues faster with a complete view of the customer’s history. #### **4\. Team Communication: Using Messaging Tools to Collaborate** Integrating Salesforce with communication tools helps teams work together easily. Teams can get updates, share information and talk in real-time without switching platforms. This keeps everyone on the same page and helps make decisions faster. ### Top 5 Popular Salesforce Integrations for Business We’ve covered the basics of Salesforce integration. Now, let’s take a look at some of the most common Salesforce integrations for business, what makes them popular and some interesting alternatives. | | Purpose | Key Benefits | Alternative Options | | --- | --- | --- | --- | | Slack | Team communication | Get Salesforce updates in Slack.Collaborate on deals and support cases in real time. | Microsoft TeamsGoogle Chat | | Hubspot | Lead management | View and manage Salesforce leads on Hubspot.Align marketing and sales teams. | MarketoPardot | | Zapier | Workflow automation | Automate tasks between Salesforce and other apps.Reduce manual work and errors. | WorkatoMake | | Mailchimp | Email marketing | Sync customer data for targeted campaigns.Track email performance in Salesforce. | Constant ContactActive Campaign | | Respond.io | Capture, convert and retain leads | View Salesforce contact info in respond.io.Reduce platform switching. | SleekflowWati | #### 1\. Slack – Salesforce Integration for Internal Communication Slack is a messaging app that helps company teams talk and work together in real time. Teams can communicate across different Slack channels while managers and supervisors get total visibility over the conversations. ##### How does Slack integrate with Salesforce? You can make Salesforce and Slack work together to: - Send Salesforce updates directly to Slack. - Let users find Salesforce data within Slack. - Make teams work on customer issues faster. ##### Benefits of the integration Using Slack with Salesforce makes team communication smoother, helps sales and support teams respond quickly, and keeps important customer information easy to find. ##### Alternatives to Slack - Salesforce integrations for internal communication If Slack isn’t the best fit for your team, Microsoft Teams and Google Chat are good alternatives. - Microsoft Teams-Salesforce Integration: This is great for businesses that already use Microsoft Office tools like Outlook and SharePoint. It connects well with those apps, making it easy to access Salesforce data while working. - Google Chat-Salesforce Integration: If your company uses Google Workspace (Gmail, Google Drive, Google Meet), this integration lets you access Salesforce data across Google apps, keeping everything connected in one place. #### 2\. HubSpot – **Salesforce Integration for** Lead Management HubSpot is a popular CRM and marketing tool that helps businesses manage leads, automate sales processes and improve customer relationships. ##### How does HubSpot integrate with Salesforce? These are a few things you can do with this integration. - Sync contact details and leads. - Track customer interactions. - Automate follow-ups and sales processes. ##### Benefits of the integration Using HubSpot with Salesforce helps businesses align marketing and sales efforts, gain better insights into customer behavior and increase sales efficiency by automating lead management. ##### Alternatives to Salesforce-HubSpot integrations for lead management If HubSpot isn’t the right fit, Marketo and Pardot are two strong alternatives. - Marketo-Salesforce Integration: Marketo is a better option for larger companies with complex marketing needs. It provides advanced lead nurturing and scoring, making it ideal for businesses with long sales cycles. - Pardot-Salesforce Integration: Pardot is Salesforce’s own marketing automation tool. It works best for B2B businesses that need detailed reporting and automated lead generation directly inside Salesforce. #### 3\. Zapier – **Salesforce Integration for** Workflow Automation Zapier is a tool used to make integrations between thousands of apps to choose from. With it, you can automate business tasks and most importantly, no coding knowledge is required. ##### How does Zapier integrate with Salesforce? This integrations offer plenty of possibilities depending on what you’re integrating with Salesforce. Here are some common use cases. - Automate data transfer between Salesforce and other apps. - Trigger automated sequences based on customer interactions. - Update Salesforce records in real time. ##### Benefits of the integration Zapier helps businesses save time by reducing repetitive tasks, preventing human errors and improving efficiency. ##### Alternatives to Zapier - Salesforce integrations for workflow automation If Zapier isn’t the best fit, Make and Workato are good alternatives. - Make-Salesforce Integration: Make is a powerful, cost-effective option for businesses looking for advanced automation capabilities without the high price tag of larger platforms. It offers flexibility and scalability, making it perfect for businesses that need more than just basic integrations. - Workato-Salesforce Integration: This is better for large businesses that need complex automations. It offers more advanced options than Zapier, making it ideal for companies with detailed workflows. #### 4\. Mailchimp – **Salesforce Integration for** Email Marketing Mailchimp is a tool that helps businesses send emails and run email marketing campaigns. Connecting it to Salesforce makes email marketing more effective. ##### How does Mailchimp integrate with Salesforce? These are some things you can achieve by integrating these two platforms. - Sync customer data between both platforms. - Automate email campaigns based on CRM insights - Track email performance in Salesforce. ##### Benefits of the integration By linking Mailchimp with Salesforce, businesses can improve email marketing efforts, boost customer engagement, and measure campaign success with real-time analytics. ##### Alternatives to Mailchimp - Salesforce integrations for email marketing If Mailchimp doesn’t suit your needs, Constant Contact and ActiveCampaign are strong alternatives. - Constant Contact-Salesforce Integration: Constant Contact is ideal for small businesses and nonprofits that want an easy-to-use email marketing platform. It provides user-friendly templates and basic automation tools without the complexity of Mailchimp. - ActiveCampaign-Salesforce Integration: ActiveCampaign is a great choice for businesses focused on advanced email automation and customer segmentation. It offers more powerful workflow automation than Mailchimp, making it suitable for companies that need highly personalized email marketing #### 5\. Respond.io – **Salesforce Integration for** Capture, Convert & Retain Leads Respond.io is a conversation management platform that helps businesses sell and market to customers through messaging apps like WhatsApp, TikTok and Instagram. Respond.io has a native integration with Salesforce, making it more convenient for businesses to use these two in conjunction. ##### How does Respond.io integrate with Salesforce? With this integration, businesses can view Salesforce contact fields like email, phone number, and lead source directly in respond.io. This reduces the need to switch between platforms, allowing agents to access customer data instantly while chatting. The same Salesforce context can also be used by [AI Agents](https://respond.io/blog/ai-sales-agent) in respond.io to handle routine conversations, qualify leads or route high-intent prospects to sales. ##### Benefits of the integration The main win here is agents reduce time spent switching between platforms, potentially improving response times and conversion rates. Lee Zheng Yang, senior technical product manager for respond.io, explains that another advantage of integrating Salesforce natively with respond.io is cost savings compared to using tools like Zapier or Make. However, Zapier and Make free tiers remain an option for smaller businesses. If you’re interested, know that respond.io also [integrates natively with them](https://respond.io/integrations?channel=Integration). ##### Alternatives to Respond.io - Salesforce Integration for Capture, Convert and Retain Leads If respond.io isn’t the best fit, SleekFlow and Twilio offer other options for customer messaging. - SleekFlow-Salesforce Integration: SleekFlow is another option for e-commerce businesses. It helps manage customer chats and sales in one place, making it sufficient for online stores that need automated messaging. - Wati-Salesforce Integration: Wati is a solid choice for small to mid-sized businesses focused on WhatsApp but lacks true omnichannel support. Its automation and CRM integrations are limited, making it less flexible for complex workflows. If you’re considering these options, here are two articles comparing [**SleekFlow vs respond.io**](https://respond.io/blog/sleekflow-vs-respondio) and [**Twilio vs respond.io**](https://respond.io/blog/twilio-alternative) to help you decide. However, there is not a one-size-fits-all solution when it comes to Salesforce integrations — it really depends on what your business needs. While some solutions are very specific, others like respond.io check many boxes by providing flexibility, automation, and omnichannel capabilities. ### Respond.io-Salesforce Integration Benefits If you sell and market over chat, respond.io is the most complete solution you will find. In this section, you’ll find four reasons why. ![Salesforce%20Integration%20-%203](https://images.ctfassets.net/ph8r57dk1q9w/4Cx791yq1gAEIMIUHzaXBV/5ea0d134f17e57e9ead6d2a4c8561b7e/Salesforce_Integration_-_Image_3.png) #### 1\. Centralized Omnichannel Messaging Being omnichannel gives businesses an edge over multichannel or single-channel businesses. In fact, [**73% of retail shoppers are omnichannel shoppers**](https://www.uniformmarket.com/statistics/omnichannel-shopping-statistics#:~:text=73%25%20of%20retail%20shoppers%20are%20omnichannel%20shoppers). Respond.io centralizes all customer interactions across multiple messaging platforms into an omnichannel inbox. This, together with the native Salesforce integration, grants agents most of the context they need to push leads down the funnel effectively, ensuring the best communication and decision making with customers and within their team. #### 2\. Automated Lead Management & Nurturing Update leads from Salesforce to respond.io in real-time, ensuring your lead data always stays updated. Once you’ve achieved that, you can take it one step further and use respond.io to [**track lead data**](https://help.respond.io/convert-leads/how-to-automate-lifecycle-tracking-in-google-sheets) and [**nurture them**](https://help.respond.io/convert-leads/how-to-guide-customers-seamlessly-from-product-exploration-to-purchase-with-engaging-menus) with little to no human input, using AI Agents to handle routine interactions while sales teams focus on qualified leads. #### 3\. Improved Response Times & Quality Did you know that responding in under one minute [**can lead to 391% more conversions**?](https://rep.ai/blog/lead-response#:~:text=3.%20A%201%2DMinute%20Response%20Time%20Can%20Lead%20to%20391%25%20More%20Conversions) Because the respond.io-Salesforce integration reduces the need to switch tools while ensuring contextual, smart responses. This way, personalized, high-quality service becomes quicker and easier to provide, which has a positive impact on sales. #### 4\. Data-Driven Insights for Better Decision-Making Knowledge is power, as they say. The better your agents understand your customers, the smarter their decisions will be. Viewing Salesforce data while chatting on respond.io gives agents real-time insights, helping them take the best course of action. Now that you know the benefits of integrating Salesforce with respond.io, let’s check the requirements. ### Requirements for Salesforce Integration with Respond.io This is what you’ll need to integrate Salesforce with respond.io ![Salesforce%20integration%20-%204](https://images.ctfassets.net/ph8r57dk1q9w/3oWMRQaOBYEhaYEw7adI1u/cb00446fb329b305ff64f3e7744671a0/Salesforce_Integration_-_Image_4.png) - A Salesforce account with API access. - Admin permissions to install the integration. As you can see, these are not very difficult requirements to get. Let’s now see how to set up the Salesforce integration with respond.io natively. ### 4 Steps to Set Up Salesforce Integration with Respond.io To get started, log in to your respond.io workspace. Then, follow these steps. 1\. Go to Workspace settings > Integrations. ![Salesforce%20integration%20-%205](https://images.ctfassets.net/ph8r57dk1q9w/WqOC1RLbW9Pf9mobwhfFy/57ead628798cf0a20ae9d4d48360ad0f/salesforce-1_8396d57c6e3b4982b67469e1e95ed757_2000.webp) 2\. Find Salesforce and select Manage. ![Salesforce%20integration%20-%206](https://images.ctfassets.net/ph8r57dk1q9w/7xKoIh91M3Ed5y7SzbvHUN/20e8aafec9b95b26700e84470837ca9a/salesforce-2_42022aa3033262bf593b7d01d1e1fdd1_2000.webp) 3\. Click Connect Salesforce. ![Salesforce%20integration%20-%207](https://images.ctfassets.net/ph8r57dk1q9w/5pSxEp8pPxcRiaokgy2frF/9ae826561308d21a5ecbc23a179b7866/salesforce-3_7bc33223b82b33fde77dd87e60f65ee0_2000.webp) 4\. A new tab will open—sign in to your Salesforce account and authorize respond.io. ![Salesforce%20integration%20-%208](https://images.ctfassets.net/ph8r57dk1q9w/7IQTKVCYzOkIrm6FX86HNz/0870bcb79a1cdb07d5796d005e675220/salesforce-4_5d27c987493478acd7ba79e8ecac39d4_2000.webp) Once connected, you’ll see a confirmation message with your Salesforce account details. This means the integration is in place and your agents can benefit from it right away. Last, we’ll share some tips that you can apply after setting up this integration. ### Salesforce Integration Best Practices To make the most out of your Salesforce-respond.io integration, have a look at these best practices. #### Collect Contacts’ Email or Phone Number For successful Salesforce integration, it's important to collect key identifiers like the contact's phone number or email. In platforms like WhatsApp, respond.io will automatically retrieve the phone number, but for other channels like Facebook Messenger, Instagram, TikTok), you’ll need to ask for these details. You can set up respond.io automation to prompt leads for their contact information when they engage with your business. #### Use Respond.io’s Lifecycle to Track Salesforce Leads Respond.io’s [**Lifecycle**](https://help.respond.io/workspace-settings/workspace-settings-lifecycle) is the ultimate tool to keep track of where leads are in the sales pipeline. Keeping the Lifecycle status of a lead is important cause it affects the way this lead should be approached. ![Salesforce%20integration%20-%209](https://images.ctfassets.net/ph8r57dk1q9w/5GeDNWvjyuInwzIewfyj6f/86cea7963df4fcf3be7b5d57ecbb67cd/lifecycl-4_74261a7f99f783a156bf193bfeca51f4.gif) You can even update Lifecycle automatically via Workflows if you want a smoother lead funnel and less work for your agents. #### Tackle any Salesforce Use Case with Zapier, Make and HTTP Request You can also integrate respond.io with Salesforce through [**Zapier**](https://help.respond.io/zapier/zapier), [**Make**](https://help.respond.io/integrations/make), or an [**HTTP Request**](https://help.respond.io/workflows/step-http-request). While these options require extra setup, they will allow you to cover a vast number of use cases. ![Salesforce%20integration%20-%209](https://images.ctfassets.net/ph8r57dk1q9w/70pMNwlAmJ2eLVvzFAOEoE/805586e025afcfaf0283566b3f8d8c44/salesforce-1_021d26e1101da3dce58bcc23691b5d57_2000.webp) For instance, you could create a Salesforce record when there is a new contact in respond.io, or update a Salesforce lead when a respond.io Contact is updated. ### Integrate Salesforce with Respond.io to Boost Your Sales Ready to try a conversation management platform that integrates with Salesforce? Respond.io enables you to: - Chat, call & email leads and customers on any channel in a single inbox - Manage click to chat ads - Automate conversations with Workflows and AI Agents - Track the entire customer lifecycle - Get detailed reports on channels, agents and ad performance and much more! Now, with the addition of the Salesforce integration, understanding and managing leads is even easier. Speed up response times so agents can focus on closing deals, not on digging through CRM data. Take advantage of this powerful integration today and transform the way you make sales. [**Contact us for a free consultation**](https://respond.io/demo) or [**start your free trial**](https://app.respond.io/user/register) today. ### Further Reading If you’ve found this article helpful, check out the following CRM-related guides. - WhatsApp CRM Integration in 3 Steps: Your Ultimate Guide - TikTok CRM: How to Set it Up in 4 Steps, Use Cases Included - Telegram CRM: Integrating a CRM with Telegram on respond.io ## [Salesforce WhatsApp Integration: Connect in 5 Easy Steps & Use Cases](https:/respond.io/blog/salesforce-whatsapp-integration) Learn how you can integrate WhatsApp into Salesforce natively or through a business messaging platform like respond.io Are you looking to integrate WhatsApp to Salesforce? Then you’re at the right place. In this blog, we’ll cover what Salesforce WhatsApp integration is, why integrate Salesforce with WhatsApp and its requirements. We’ll also look at how to integrate Salesforce with WhatsApp on respond.io and the use cases. ### What is Salesforce WhatsApp Integration? Salesforce WhatsApp integration is the process of connecting [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api) (also known as the WhatsApp Business Platform) with [Salesforce](https://respond.io/integrations/salesforce). It allows businesses to message contacts while maintaining a centralized database for [sales](https://respond.io/blog/whatsapp-sales), [support](https://respond.io/blog/whatsapp-customer-service) and [marketing](https://respond.io/blog/whatsapp-marketing) activities, ensuring that all contact information is always kept up-to-date across platforms. Next, let’s look at the benefits of integrating Salesforce and WhatsApp. ### Why Integrate Salesforce with WhatsApp? “Integrating Salesforce with WhatsApp allows agents to access all customer information at the click of a button. Then, agents don’t have to constantly switch between platforms to retrieve and view this information,” said Zheng Yang, Senior Technical Product Manager at respond.io. ![A%20gif%20showing%20how%20agents%20can%20access%20customer%20information%20at%20the%20click%20of%20a%20button](https://images.ctfassets.net/ph8r57dk1q9w/30Dane47CVwAJVCNUbLYRd/bef5e595d3d4142cd02b671fc0cb920b/salesforce-contacts__1_.gif) A [Harvard Business Review study](https://www.hbsp.harvard.edu/product/H0777V-PDF-ENG) showed that workers spend four hours every week switching between platforms. By integrating both WhatsApp and Salesforce, this clears up a ton of time workers spend on unproductive tasks. Keeping all customer information available in one place also gives agents the proper context when messaging customers, making the experience seamless. This consolidated view can help agents give faster responses, which is crucial when [82% of customers expect an immediate response](https://smallbiztrends.com/real-time-response-to-customers/) to a marketing or sales question. ![An%20image%20showing%20the%20benefits%20of%20integrating%20Salesforce%20and%20WhatsApp](https://images.ctfassets.net/ph8r57dk1q9w/3sbTcOEWpWFk5rMOVKsTKT/d0e383e34244287576dce893255cb0bd/Salesforce_WhatsApp_Integration_-_Image_1.png) Additionally, the integration can allow for advanced automation capabilities such as [lead qualification](https://respond.io/lead-qualification), [contact routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio), and [AI Agents](https://respond.io/blog/respond-ai). Respond.io AI Agents go beyond scripted chatbots. They can handle complex conversations, draw from your knowledge sources, collect structured lead information, make live API calls to check order status or update CRM records, trigger actions in Workflows, and even close conversations automatically. They also detect when a request is beyond their scope and escalate to a human agent smoothly. You can even test AI Agents before going live. With the built-in Test AI Agent side panel, you can chat with the agent, reset threads, view or edit contact fields, and simulate key actions like assigning to users or teams, updating lifecycle stages, or closing conversations. This ensures safer go-live, realistic outcomes using your own data, and smoother handoffs If you’re convinced with the benefits of integrating Salesforce and WhatsApp, let’s look at the requirements. ### Requirements for Integrating Salesforce with WhatsApp Take note of a few things before setting up Salesforce WhatsApp integration. ![An%20image%20showing%20the%20two%20requirements%20of%20integrating%20Salesforce%20with%20WhatsApp%20and%20an%20optional%20requirement](https://images.ctfassets.net/ph8r57dk1q9w/7qyHtGoK2r0zoxKRTFbokR/653f072464fa207e4c796438a5526d59/Salesforce_WhatsApp_Integration_-_Image_2.png) 1. You need a WhatsApp API account. 2. Salesforce users should also have admin access to configure the necessary integrations. Businesses also have the option of connecting Salesforce and WhatsApp to a business messaging platform, such as respond.io, a [WhatsApp Business Solution Provider (BSP)](https://respond.io/blog/respondio-is-now-a-whatsapp-business-solution-provider). It acts as a bridge between Salesforce and WhatsApp, enabling [message routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), [automation](https://respond.io/blog/whatsapp-automation), and seamless data retrieval. Before you can integrate Salesforce and WhatsApp, let’s look at the types of integrations available. ### Types of Salesforce WhatsApp Integration Businesses have two options to integrate WhatsApp and Salesforce. Each type of integration offers distinct advantages and limitations depending on a company’s needs, existing tools, and messaging goals. Here’s a detailed look at the two types of Salesforce WhatsApp integrations, including how they work, their pros and cons, and which option is best for different business use cases. #### Direct WhatsApp Integration in Salesforce This type of integration allows businesses to connect or create a WhatsApp Business Account directly within the Salesforce CRM. It involves setting up WhatsApp as a native communication channel in Salesforce, which means that agents can manage conversations directly from Salesforce without needing an external platform. Here’s the pros and cons of directly integrating WhatsApp in Salesforce. | Pros | Cons | | --- | --- | | Single platform for customer and CRM interactions | Limited messaging capabilities compared to dedicated messaging platforms | | Automation using Salesforce tools | Limited to WhatsApp, Facebook, SMS and voice call only | | Easy reporting and analytics of messages and customer information like lifecycle movement | Complex pricing structure that requires clarification from Salesforce sales representative | Direct integration is best for businesses that already rely heavily on Salesforce for CRM and customer communication or teams with existing Salesforce expertise who can manage and configure the integration. #### Integrating WhatsApp and Salesforce via a Third-Party Platform This type of integration involves using a third-party messaging platform (such as respond.io) that connects both Salesforce and WhatsApp. The third-party platform acts as an intermediary, synchronizing data between Salesforce and WhatsApp while providing additional messaging features. Here’s the pros and cons of directly integrating WhatsApp and Salesforce in a business messaging platform. | Pros | Cons | | --- | --- | | Advanced messaging capabilities including AI agents and no-code automation | Customer data could be potentially desynchronized | | Omnichannel messaging capabilities | Additional costs involved in subscribing to a messaging platform | | Designed to send and receive messages at scale | Potentially more complex setup | | Platforms are optimized and built around sending messages | | This type of integration is ideal for businesses that want to engage customers across multiple messaging platforms at scale. Next, let’s look at how to set up WhatsApp integration in Salesforce. ### Setting Up WhatsApp Integration in Salesforce In this section, we’ll cover how you can directly integrate WhatsApp in Salesforce. 1\. Go to *Setup* → *Messaging Settings* → Click *New Channel* → *Start* → Select *WhatsApp (Enhanced)* → *Next*.| ![A%20screenshot%20of%20connecting%20to%20WhatsApp%20step%20in%20Salesforce](https://images.ctfassets.net/ph8r57dk1q9w/2iKvap7n6iQIz3tkxzowzv/1df7d724f379b0fef22d11a9e136f6e4/messaging_whatsapp_enh.png) 2\. Accept the terms and conditions → Click *Next* → *Connect to WhatsApp*. 3\. Enter your Facebook login credentials → Follow the prompts to create or select a Meta Business Account and WhatsApp Business Account. 4\. Verify your WhatsApp Business phone number by text or voice call. ![A%20screenshot%20of%20the%20WhatsApp%20text%20verification](https://images.ctfassets.net/ph8r57dk1q9w/6DtfbTdrTN5ewrEbeVYvud/2ba806014b50d7587076b20357e26e98/SCR-20250314-nosn.png) 5\. After setup confirmation, click **Finish.** If you’re using WhatsApp in another platform, you can also connect Salesforce to it. In the next section, we’ll see how you can integrate Salesforce and WhatsApp in respond.io, an AI-powered customer conversation management platform. ### Integrate Salesforce and WhatsApp in Respond.io in 5 Steps If you have existing Salesforce and WhatsApp accounts, you can integrate them into respond.io to manage all your conversations and view customer information. 1\. **Go** to *Workspace settings* > *Integrations*. ![A%20screenshot%20of%20the%20Integrations%20page%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/d8NjzNehQVpO8mJG74a5s/c27e6a04c21e5af288240ade5ee9e3bb/image.png) 2\. **Find** Salesforce and select *Manage*. ![A%20screenshot%20highlighting%20the%20Salesforce%20integration](https://images.ctfassets.net/ph8r57dk1q9w/1A3C4Q2tTjGTpdfDvyz5mU/243a7997b62a5459c100e2b5628732da/image__1_.png) 3\. **Click** *Connect Salesforce*. ![A%20screenshot%20showing%20the%20Salesforce%20connection%20page%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6smkE64eawafTsulcl1aXg/eae9adc6e5074d4dff60c9114397c271/image__2_.png) 4\. A new tab will open. Sign in to your Salesforce account and authorize respond.io. ![A%20screenshot%20showing%20the%20Salesforce%20login%20window](https://images.ctfassets.net/ph8r57dk1q9w/4eGMyk4AKp4HA5hDQafN38/58c7cbb9637b30d64ec8644128d29117/image__3_.png) 5\. Once connected, you’ll see a confirmation message with your Salesforce account details. If you don’t have an existing WhatsApp API account and want to integrate it into [respond.io](http://respond.io), [get in touch with our Sales Team](https://respond.io/contact) to get one. > To sync contact information from respond.io to Salesforce, you will need to use [Zapier or Make](https://help.respond.io/l/en/zapier/salesforce). So, now that you’ve connected Salesforce and WhatsApp API to [respond.io](http://respond.io), what can you use it for? We’ll look at that next. ### Use Cases: How Businesses Can Use Salesforce WhatsApp Integration on Respond.io Integrating a [CRM](https://respond.io/blog/whatsapp-crm) like Salesforce into WhatsApp unlocks many opportunities for businesses. Broadly, businesses can focus on three use cases for this integration. ![An%20image%20showing%20the%20three%20use%20cases%20of%20WhatsApp%20Salesforce%20Integration](https://images.ctfassets.net/ph8r57dk1q9w/1lXs9drrydkFWUPScNTogc/2ef0376a37e1959af95073aae2c426e0/Salesforce_WhatsApp_Integration_-_Image_3.png) Let’s explore them. #### Marketing and Lead Generation Marketing teams can utilize WhatsApp [click-to-chat (CTC) ads](https://respond.io/blog/click-to-chat-ads) to run lead generation campaigns. When leads contact you, a [Workflow automation](https://help.respond.io/workflows/workflows-overview) can run to save this lead’s information. You can also [capture leads](https://respond.io/blog/lead-capture) through [WhatsApp QR codes](https://respond.io/whatsapp-qr-code-generator) in your physical store as well as [WhatsApp links](https://respond.io/whatsapp-link-generator) in your website and social media profiles. ![A%20screenshot%20of%20the%20collect%20email%20information%20with%20AI%20Workflow%20template](https://images.ctfassets.net/ph8r57dk1q9w/5f5nA2a24fg0mPY14dCBOu/1797144789a3a147bece8fd0673854cc/Screenshot_at_Mar_14_13-58-52.png) Additionally, [WhatsApp broadcast](https://respond.io/blog/whatsapp-broadcast) can be used to retarget cold leads. On respond.io, you can schedule these broadcasts as a part of your marketing strategy and execution. #### Sales and Engagement Sales teams can use automated follow-ups to [nurture leads](https://respond.io/blog/whatsapp-follow-up) or as [appointment booking reminders](https://respond.io/blog/whatsapp-appointment-booking). The information in Salesforce will give agents the right context when crafting personalized messages for these prospects. If your agents are using the [WhatsApp Business Calling API](https://respond.io/blog/whatsapp-business-calling-api), now available on respond.io, to reach out to customers, the ability to pull up their information without switching platforms is very useful. After the call, AI-generated call summaries can sync structured notes back to Salesforce, keeping CRM records accurate without manual updates. ![A%20screenshot%20of%20the%20lifecycle%20stages%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/327xxRA80MFWe3QWIB48ZB/19b47e2a8bc016555f267f2552df67c4/lifecycle-stages.png) Furthermore, agents and their managers can also use the Contact Lifecycle, a [lead management](https://help.respond.io/workspace-settings/workspace-settings-lifecycle) tool, to track where customers are along the customer lifecycle. When customers are moved to the next stage of the lifecycle, the information can be [updated in Salesforce automatically](https://help.respond.io/zapier/salesforce#update_a_contact_in_respond_io_when_a_salesforce_record_is_updated) using [Zapier](https://help.respond.io/zapier/zapier) or [Make](https://help.respond.io/integrations/make). The information retrieved from the Salesforce integration will allow agents to access their information quickly, while chatting with leads, address their inquiries, and guide them toward conversion using personalized responses and relevant offers. #### Customer Support By accessing a customer’s messaging history and other records like support tickets, agents can respond faster and resolve inquiries in a shorter time frame. This gives agents context to respond more accurately and avoid asking customers to repeat information. AI Agents can be used to automate internal comments too, making context available to all collaborators without repeating the same questions. ![A%20screenshot%20of%20the%20Reports%20Module%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/39WWueouALhyhynzGRbPQw/e1dff6ad77415da2d492f589038309f0/Screenshot_at_Mar_14_14-30-20.png) Furthermore, managers can use the Reports Module to gain additional insight into how effectively conversations are being handled by agents. They can review the first response and resolution times to gauge the overall quality of customer conversations. ### Get Started with Salesforce WhatsApp Integration on Respond.io Whether you want to market, sell or provide support to customers, respond.io has all the tools businesses need. Enhance your communication strategy can easily integrate Salesforce with WhatsApp using respond.io. To get started, [reach out](https://respond.io/demo) to us or [start a free trial today](https://app.respond.io/user/register). ### Further Reading Like what you’ve read? Then read these blogs on integrations and other advanced tools for your business: - Salesforce Integration: What Businesses Need to Know - HubSpot Integration: Unlocking Seamless Customer Engagement with Respond.io - WhatsApp API Explained: Features, Benefits & Pricing ## [Say Hello to Voice: WhatsApp Business Calling API Debuts on Respond.io 🎉](https:/respond.io/blog/whatsapp-business-calling-api-debuts-on-respond-io) Combine chat and voice into one platform and transform customer interactions. Now available in select countries with wider rollouts on the way. 📞 *Ring ring.* It’s time to connect with customers like never before! Respond.io is thrilled to announce the Open Beta release of the WhatsApp Business Calling API. With this, your business can finally use its voice, adding a dynamic personal touch to every customer interaction Ready to explore the value of this highly anticipated feature? Let’s take a look at what's in store for you. ### Call and Chat on One Unified Platform With the WhatsApp Business Calling API, your business can combine voice and chat into one powerful platform for an enhanced communication experience with leads and customers. ![](https://images.ctfassets.net/ph8r57dk1q9w/1EubQvGsQaEhLgIRz5xw5p/b18ce79d6bf92eea50f56af9d00ae57f/image__1_.png) Here are some game-changing benefits you’ll unlock: - Transition between text and voice easily: Say goodbye to juggling multiple platforms or losing momentum at critical moments. - Gain full visibility into customer interactions: No more guessing if a customer has been contacted via a different method. - Provide exceptional customer experiences: Call when it matters, chat when it’s convenient—build trust and keep conversations flowing effortlessly. ### Drive Conversions with Better Conversations Now that WhatsApp Business Calling API is here, transforming customer interactions into results is easier than ever. As voice calls build trust and assurance, accelerate decision-making among customers when you: - Answer questions instantly when their interest is at its peak - Address unique needs for high-value deals - Handle objections in real time With this personal touch, every interaction becomes an opportunity to win over customers and drive tangible results. ### Start Using WhatsApp Business Calling API on Respond.io WhatsApp Business Calling API is currently available worldwide! Now’s the perfect opportunity to enhance your communication strategy. Existing users can [enable the WhatsApp Call setting](https://help.respond.io/whatsapp/whatsapp-business-calling-api) easily. New to respond.io? See how WhatsApp chats and calls on our platform can grow your business— [book a customized demo](https://respond.io/demo) or [try respond.io today](https://app.respond.io/user/register)! ## [Scale Your Business With TikTok Lead Generation Ads ](https:/respond.io/blog/tiktok-lead-generation) Use TikTok lead generation ads to scale your business through TikTok's massive user base. Capture customers, convert them, and retain them for repeat business. If you want to improve your sales and scale your business, TikTok lead generation ads are a great way to do it. With millions of active users using the social media platform daily, many potential sales await. In this blog, we’ll cover what TikTok lead generation ads are, why you should care about them, and how businesses can generate leads through TikTok. Lastly, we’ll cover the best TikTok lead generation strategy to implement. ### What Are TikTok Lead Generation Ads? Lead generation attracts and converts potential customers on TikTok by capturing their interest and contact information through various marketing efforts, like a lead generation form. This typically involves offering incentives to encourage them to share their details, ultimately building a pipeline of leads that can be nurtured and converted into sales. ![An%20image%20showing%20three%20destinations%20of%20TikTok%20lead%20generation%20ads%2C%20including%20sending%20them%20to%20your%20website%2C%20tiktok%20lead%20generation%20form%20and%20TikTok%20Messaging%20Ads](https://images.ctfassets.net/ph8r57dk1q9w/t9zcINlyg9Ddm2ETATeMB/44191930672be14ee0b721ba63f08306/how-to-use-tiktok-messaging-ads-for-lead-generation-image-1_1a7cff3d16318d4d40e61989a9be287a.png) On TikTok, tapping a lead ad's call to action button will direct you to one of three places. 1. Your website Direct prospects to contact forms where they can leave their information with you. 2. Instant form It is a native TikTok lead generation contact form, but it has several advantages, like fast loading speeds and the ability to pre-populate fields based on available information. 3. Direct messages and instant messaging apps Send prospects directly into your TikTok Inbox or instant messaging apps like WhatsApp or Messenger. But why should businesses care about using TikTok lead generation ads? #### Why Should You Care About TikTok Lead Generation Ads? TikTok is one of the largest social media platforms in the world with over [1.5 billion monthly active users](https://www.statista.com/statistics/272014/global-social-networks-ranked-by-number-of-users/). ![An%20image%20showing%20the%20statistics%20that%20show%20why%20businesses%20should%20use%20TikTok%20lead%20generation%20ads](https://images.ctfassets.net/ph8r57dk1q9w/BI5ktjST4kZqEVP8LCwUw/a27da22a1ff287329d57f016bf17a020/how-to-use-tiktok-messaging-ads-for-lead-generation-image-3_e7b2e3610eb95b2cae5f7e3feb4e283f.png) For marketers, TikTok represents a massive opportunity to increase the number of sales. [82% of TikTok users first discovered](https://www.tiktok.com/business/library/TikTok_AUNZ_Lead_Finders_Playbook_Final.pdf) an SME on TikTok, while [52% of those went on to make a purchase](https://www.tiktok.com/business/library/TikTok_AUNZ_Lead_Finders_Playbook_Final.pdf). With those amazing figures, you don’t want to miss out on another channel to increase your revenue. If you’re convinced that TikTok lead generation ads are a viable way to generate leads, let’s look at how you can set it up using TikTok Messaging Ads. ### 3 Easy Steps to Set Up TikTok Messaging Ads for Lead Generation Before setting up TikTok Messaging Ads, you should be aware that there are two types of ads - [TikTok Direct Messaging Ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-direct-messaging-ads?lang=en) and [TikTok Instant Messaging Ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-instant-messaging-ads?lang=en). This step-by-step guide applies to both types of ads. #### Step 1: Create a Campaign On your TikTok Ad Manager dashboard, click *Create Ad*, select Lead Generation and name your campaign. Then click on *Continue*. ![Step%201%3A%20Create%20your%20TikTok%20lead%20gen%20ad%20campaign%20on%20TikTok%20Ads%20Manager](https://images.ctfassets.net/ph8r57dk1q9w/1aFioMB6uhmv2ehJXIlaQ8/a62c1f568567ed6811f1d31b2e5e2fb2/ss1_adcf700183198b3f1a9ed71b260c5808.png) #### Step 2: Set Up the Ad Group Name the Ad group. Then define your target audience, set your budget and choose the placement for your ads. ![Step%202%3A%20Set%20up%20your%20TikTok%20lead%20gen%20ad%20targeting%20settings](https://images.ctfassets.net/ph8r57dk1q9w/7rV8zJ8DfvrYyCloxTVqoa/970f9a4ee59d789054dd5164a9051923/ss2_3721cdf7e72bf28eeb44ba7966cd6a95.png) You can lead users to TikTok Direct Messages or redirect users to messaging apps like WhatsApp or Messenger. #### Step 3: Create the Ad Design your ad creative, keeping in mind TikTok’s preference for authentic and engaging content. You can select either a video or carousel image ad format. Use videos or images that resonate with your target audience and include a clear call to action. ![Step%203%3A%20Build%20the%20creative%20for%20your%20TikTok%20lead%20gen%20ads%20that%20will%20resonate%20with%20your%20customers](https://images.ctfassets.net/ph8r57dk1q9w/6RiF5aLJMbiPQLVzDlZAsP/4ae622009611abe36db2dd5522b962e3/ss3_9f0fbd8ea80dfd217966517a127415e8.png) Review your ad settings and ensure that they comply with [TikTok’s policies](https://ads.tiktok.com/help/article/tiktok-messaging-ads-policies?lang=en). Once you’re done, you can submit your ad for review. Once approved, your ad will go live, and you can start engaging with your audience through direct messages. Now that you know how to set up a TikTok Messaging Ad campaign, let’s look at how you can make the most of it. ### 4 Tips for Successful TikTok Lead Generation Ads In this section, we’ll go through best practices when setting up your TikTok Messaging Ads for lead generation. Here are four tips that you can implement with ease. #### TikTok Lead Gen Ads: Combine Organic and Paid Strategies To maximize your TikTok lead generation efforts, combine organic and paid strategies. While high-quality content may appear polished, authentic and unfiltered videos often resonate more with TikTok's audience. Leveraging your organic content as part of a broader ad strategy allows you to create a genuine connection with your viewers. Then, you can promote organic content through paid ads, amplifying its reach. This approach is great for small and medium-sized businesses with limited advertising budgets. Instead of pouring resources into creating a brand-new campaign, brands can use their existing organic content as the backbone of their advertising efforts. When combined strategically, organic and paid content can effectively drive brand awareness, engagement, and ultimately, conversions. #### TikTok Lead Gen Ads: Experiment With Different Settings and Content Experimenting with different content combinations and targeting is key to identifying the most effective strategy for your TikTok lead generation campaign. Perform A/B testing to refine your strategy, reduce costs, and increase return on investment. Regularly analyze and tweak your settings, such as age, interests, and behaviors, and experiment with various ad formats to discover what works best for your brand. This approach enables you to identify what resonates best with your target demographics. Begin with a broad audience to gather insights, then refine your targeting based on performance data to focus on segments with the highest engagement. #### TikTok Lead Gen Ads: Optimize Your Contact Form A well-optimized contact form is crucial for effective lead generation on TikTok. Include visuals like customized logos and header images to create a cohesive and professional look. To maintain user engagement, limit your form to no more than six questions and use advanced settings, [such as conditional logic](https://ads.tiktok.com/help/article/about-instant-form-question-types-and-settings?lang=en#:~:text=for%20all%20users.-,Logic%20Settings,-By%20adding%20Logic), to make the experience more dynamic and personalized. ![An%20image%20showing%20best%20practices%20when%20implementing%20TikTok%20lead%20generation%20ads%20campaigns](https://images.ctfassets.net/ph8r57dk1q9w/62LAJ8gXzvIDaHalIwKxJ6/712c38a7810414b08c5aae4202a507a7/how-to-use-tiktok-messaging-ads-for-lead-generation-image-2_b21ae4f5827937e770e55576bcf267ca.png) This approach not only makes it easier for users to complete the form but also improves the quality of the leads you capture. > Always include a link to your privacy policy to build trust and ensure compliance with regulations. Adding a review screen allows users to verify their details, reducing errors and enhancing the experience. Conclude with a thank you message to leave a positive impression and reinforce your brand’s professionalism. #### TikTok Lead Gen Ads: Integrate Your CRMs Never miss opportunities in every part of your marketing funnel by [integrating a CRM into TikTok](https://ads.tiktok.com/help/article/available-crm-integrations-tiktok-lead-generation). By connecting TikTok Instant Forms with your CRM, you can automate the process of nurturing leads, ensuring they are promptly followed up. This integration allows you to manage leads more effectively by syncing them directly into your sales or marketing workflows, reducing manual data entry and speeding up the response time. Automation also enables personalized communication and follow-ups, improving lead conversion rates. With a seamless connection between TikTok and your CRM, you can gain deeper insights into campaign performance, monitor lead quality and make data-driven decisions to optimize your strategy further. Still not convinced that you can make lead generation work on TikTok? Then check out the businesses that won big with it. ### Businesses Win Big With TikTok Lead Generation Ads TikTok has helped many businesses boost their lead generation capabilities while maintaining or driving down costs. Here are two businesses that made the most out of TikTok lead generation ads. #### Onlyfy [Onlyfy](https://www.tiktok.com/business/en/inspiration/onlyfy-tiktok-success-stories?ab_version=control) aimed to promote e-book downloads among job seekers in Germany, Austria, and Switzerland by debuting on TikTok. Lacking an organic presence, they used TikTok's Instant Forms to generate leads. It used TikTok’s automated ad targeting to reach relevant users in their target regions without manual intervention while partnering with creators and using 'Instant Forms' to capture lead information. The TikTok Creative Center guided their content strategy, tailoring ads to the platform's trends. As a result, it reduced their cost-per-lead by 84% and increased lead volume by eight times. The campaigns enhanced brand recognition, boosted positive brand association, and significantly increased e-book downloads and inquiries. #### Systemized Media and Topline Heating & Air [Systemized Media](https://www.tiktok.com/business/en/inspiration/sytstemized-media-topline-TTCC?ab_version=control) used TikTok’s Lead Generation tools to help Topline Heating & Air acquire over 6.6k high-quality leads. They leveraged the [TikTok Creative Challenge (TTCC)](https://ads.tiktok.com/business/creativecenter/quicktok/online/tiktok-creative-challenge-introduction/pc/en) to produce cost-effective, high-performance ads through vetted creators, while TikTok Ads Manager and Pixel tools enabled efficient tracking and targeting. This strategy maximized lead conversions, allowing the agency to expand its customer base while maintaining creative and operational efficiency. TikTok Messaging Ads are just one avenue to generate leads. By using our Conversation Led Growth Framework, you can learn how to increase the opportunities to generate leads, convert them and retain them as paying customers. [Try respond.io for free](https://app.respond.io/user/register) to start your click-to-chat ad campaign journey. ### Supercharge Your TikTok Lead Generation with Respond.io While TikTok provides basic business tools, businesses focused on generating leads through chat across multiple channels may need more advanced features. From automation and analytics to enhanced security and customer communication, respond.io—trusted by TikTok—offers the comprehensive solution you need to elevate your lead generation efforts. #### Unlock the Full Potential of TikTok Lead Generation Ads TikTok Business Messaging lets you manage leads from both paid and organic sources in one powerful inbox. Whether replying to Lead Gen Ad submissions or viral content, respond.io helps you streamline conversations, nurture leads faster, and boost conversions. Now, you can track leads from TikTok Messaging Ads directly in the Reports module — no more spreadsheets or guesswork. Use Paid Ads attribution in Contacts and Lifecycle reports to: - Filter and group leads by Ad Campaign, Ad Group, or specific Ad - Monitor lead progress from New Lead to Paying Customer - Identify which ads drive real conversions Available in most regions (except the U.S., EEA, Switzerland, and the U.K.), TikTok Lead Generation Ads are easier than ever to manage. If you have an eligible TikTok Business Account, connect it to respond.io and **start tracking which ads deliver paying customers.** ### Combine the Power of TikTok and Respond.io to Accelerate Business Results Respond.io was among the first few badged TikTok Marketing Technology Partners globally. The badge is awarded for expertise in end-to-end TikTok sales and marketing solutions, including sales workflow automation and tools to optimize TikTok ad performance. What does this mean for your business? As a badged partner, respond.io gives you access to the latest innovations in TikTok Business Messaging. From capturing leads to closing sales, you’ll have the tools to attract, convert and grow customers on TikTok, WhatsApp, Messenger, Instagram and more — all from a single platform. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading Did you enjoy reading this blog? Check out our other blogs on TikTok and lead generation: - Ultimate Guide to TikTok for Business - TikTok Ads: Harness TikTok Messaging Ads to Boost Sales - Generate Leads and Boost Sales with WhatsApp Ads: A Practical Guide to WhatsApp Advertising ## [September 2023 Updates: Respond AI Assist, Click-to-Chat Ads Workflow Trigger, Improved Messaging Experience and More](https:/respond.io/blog/september-2023-updates-respond-ai-assist-click-to-chat-ads-workflow-trigger-improved-messaging-experience-and-more) September 2023 brought top-tier upgrades to respond.io including Respond AI Assist, Click-to-Chat Ads Workflow Trigger, improved messaging experience and more. Discover how these can benefit you. New month, new features! 🥳 September 2023 brought in game-changing updates to our platform. We introduced the Respond AI Assist, unveiled a new Click-to-Chat Ads Workflow Trigger and improved the respond.io messaging experience with features like the ability to reply directly to specific messages among other improvements. Let's dive into the details! ### Say Hello to AI Assist 🪄, Powered by Respond AI The new AI Assist is engineered to deliver reliable and precise answers, leveraging your existing content like knowledge base or self-help materials. It becomes an invaluable tool, acting as your agent's co-pilot for producing precise responses to customer queries. Let’s see how it works. #### Improved Answers from Multiple Resources Utilize your existing documentation and self-help materials to help AI Assist provide relevant responses to customer queries. Simply upload these materials or add webpage links to AI Assist Knowledge Sources and let AI do the rest. Your [Snippets](https://rspd.link/IGNr) are also used as a knowledge source by default. ![Respond%20AI%20Assist%3A%20Add%20Knowledge%20Sources%20to%20help%20AI%20Assist%20provide%20relevant%20responses%20to%20customer%20queries](https://images.ctfassets.net/ph8r57dk1q9w/7q39ohaE22RMrEwKNllPny/66002777414bcebccbbdc9b16176b2ca/september-2023-newsletter_6ee07ae2eaf9930fdb56979ad4a232ea.gif) Additionally, you have the power to give AI Assist its own tone, ensuring that its responses reflect your brand through our AI Assist Persona feature. #### AI Assist: Get Accurate Answers with a Single Click With AI Assist now connected to your supporting content, a single click of the AI Assist button will instantly generate responses to your incoming customer messages right in the Message Composer. Note that every response costs one [Respond AI Credit](https://rspd.link/IGNs). ![Respond%20AI%20Assist%3A%20Get%20accurate%20answers%20with%20a%20single%20click](https://images.ctfassets.net/ph8r57dk1q9w/YJFfSDtbRtEJySY4gvBFv/5bd608f7372139a5f093bde530a9fe55/september-2023-newsletter-2_5d24004002bf47bf021be215e067d53a.gif) Agents can even rate the AI Assist responses. If a response doesn't meet your requirements, give it a thumbs down 👎 and AI Assist will provide an alternative. Conversely, if it's spot-on, reward it with a thumbs up 👍. Your feedback is instrumental in refining this feature. #### No Supporting Content? AI Assist Can Still Assist You Even if you don't have any supporting sources, you can still harness the power of AI Assist. If enabled, it's ready to assist you by default, using ChatGPT's extensive knowledge to generate answers. ### New Click-to-Chat Ads Workflow Trigger and Improved Channel Events Get ready to manage conversations from Meta ads seamlessly with our new Click-to-Chat Ads Workflow Trigger. We've also improved our channel events to offer a more informative conversational experience for users across Meta channels, including WhatsApp, Facebook and Instagram. Let's dive into the details! #### New Workflow Trigger: Click-to-Chat Ads With the new Click-to-Chat Ads [Workflow Trigger](https://rspd.link/IGOF), you can create a Workflow specifically for Meta ads that click to Facebook Messenger, Instagram and WhatsApp. ![Personalize%20ad%20responses%20with%20the%20new%20Click-to-Chat%20Ads%20Workflow%20Trigger](https://images.ctfassets.net/ph8r57dk1q9w/6iZGpYKPqYOhIpDOA61fwN/5b0f5a23f9a96eabe5a534e2a20c17a7/september-2023-newsletter-3_d2351b353f218efe67a532c30ecae2f8.gif) Tailor your welcome messages and responses to match your individual ad campaigns, ensuring that Contacts get the most relevant information and answers. #### New Conversation Opened Source: Click-to-Chat Ads We've introduced a new source for Conversation Opened events called *Conversation Opened: Click-to-Chat Ads* which can be used for filtering conditions in Workflows, Reports and Integrations such as webhooks, Zapier and Make.com. ![New%20Conversation%20Opened%20Source%3A%20Click-to-Chat%20Ads](https://images.ctfassets.net/ph8r57dk1q9w/4kxFL3SeV2tBAP4y9Jrem6/a79df8dad6b1912fe11772fd63959051/september-2023-newsletter-4_d4816d34abea4118d7654c0edb99fca6.gif) This addition ensures that conversations from ads don't set off the Conversation Open Trigger Workflow and only Workflows intended for click-to-chat ads are activated. Additionally, it allows you to easily measure the effectiveness of your campaigns by pinpointing which ads generate the desired business results. #### More Informative Channel Events We’ve improved our Channel Events to provide more information to Users when customers message them through click-to-chat ads. If a conversation is opened through click-to-chat ads, the channel event will now clearly reflect the specific Ad that initiated the conversation. ![Get%20informative%20Channel%20Events%20for%20click-to-chat%20Meta%20ads](https://images.ctfassets.net/ph8r57dk1q9w/6UBl90mSUS9AMZn58MZ3wZ/1f410aadee4516f316bfd3d2ee7e0684/september-2023-newsletter-1_1c0161f82fca56b1e0e2e1aa830f2949.gif) Additionally, every time a customer clicks on a click-to-chat ad that leads to a Meta-connected channel on respond.io, an Ad Summary Card will be shown containing relevant details about the ad as well as a link to take you to the ad on Facebook. #### New Click-to-Chat Ads Assignment Workflow Template We have added a new Workflow Template to our library that enables you to quickly grasp the power of the Click-to-Chat Ads Trigger. ![New%20Click%20to%20Chat%20Ads%3A%20Assignment%20Workflow%20Template](https://images.ctfassets.net/ph8r57dk1q9w/1hUwJ5p2j9sJDGp5174Evt/3a202c55349974ac4b41d3a4addaf5a1/ed195ba6b67b4d5e3cc6022b2096f531_6cfe182def2bb462e219104d208d2b0f.jpg) With this Workflow Template, you can select one or multiple Meta ads that will automatically send a welcome message to a Contact, assign them to a User in your Workspace and send an assignment confirmation message back to the Contact. ### Improved Respond.io Messaging Experience Engaging with customers is at the core of what you do with respond.io. To enhance your messaging experience further, we've introduced several key features. This includes the [highly requested](https://roadmap.respond.io/feature-request/p/channel-improvement-allow-user-to-reply-to-a-specific-message-from-a-contact-wha) ability to reply directly to specific messages, a handy message link preview and a tooltip for keyboard shortcuts. #### Reply to Specific Messages on WhatsApp and Telegram Handling conversations with different contexts in a single chat thread can be challenging. But guess what? We've got you covered! Now, you can [reply directly to a specific message](https://rspd.link/IGO1), whether it's from your customers or yourself. ![Replying%20to%20a%20specific%20message%20on%20Telegram](https://images.ctfassets.net/ph8r57dk1q9w/3naP5JwxKkfhpw44yKuOKV/2c733b1fba80bb63884724251f54e50d/september-2023-newsletter-18_ffeff4b9d3a50781a72bc7cf6bf11bc2.gif) This feature is designed to make customer interactions smoother by pinpointing the exact messages you’re responding to. It's all about creating more meaningful and contextual communication with ease. Note that this feature is only available for the respond.io WhatsApp Business Platform (API) and WhatsApp Cloud API. Users of Vonage, Twilio or 360dialog APIs must [migrate to respond.io](https://rspd.link/IGO5) to access it. #### Preview Links in Your Messages Previously, sending or receiving links in the respond.io inbox only displayed the URL or hyperlink. Now, when a message contains a URL, an automatic site preview is generated, giving both customers and agents a sneak peek of the linked content. ![Preview%20links%20in%20your%20messages](https://images.ctfassets.net/ph8r57dk1q9w/20hxUYjeERnAY81LJ6IO6u/7080812f4bcbcca29ec6a6c841bba78f/september-2023-newsletter-11_c67a93e9490e3267820f9bdeaba088ab.gif) If you prefer not to send the link preview, it can be removed when composing your message. Note that only customers messaging you from [channels that support link previews](https://rspd.link/IJAt) will be able to see them. ##### Improved Keyboard Shortcuts Experience [Snippets](https://rspd.link/IGNr) and [Dynamic Variables](https://rspd.link/IGO8) are essential for sending quick replies and including customer-specific data like names and emails in conversations. Now, whenever you use a keyboard shortcut, a [tooltip](https://rspd.link/IGO7) will appear so that you can identify the shortcut you’re using. ### Manage Channels Better with A New Channel Connection Experience Respond.io is committed to simplifying every step of your channel connection process. We're excited to unveil a suite of improvements tailored to offer you a smoother, more intuitive experience when connecting and managing channels. #### New Channel Catalog Page Our previous channel displays used to only include the channel’s logo without additional information. With the introduction of the new [Channel Catalog](https://rspd.link/IGNv), each channel now features a brief description, making it easier for you to discover and learn about them. ![Channel%20Catalog%3A%20Get%20information%20about%20each%20channel%20at%20a%20glance](https://images.ctfassets.net/ph8r57dk1q9w/5LhpRQU6tT3NL4uNfFEhPl/b8b83387b2fc134d16209df44dbd4a95/september-2023-newsletter-16_ea6c20f01c9effe3f11deb9c9a4feaa4.gif) We've also added three [new email channels](https://rspd.link/IGNz): Gmail, Yahoo and Outlook. Instead of setting up all the SMTP server information, we've simplified the channel connection process so you only need to fill in your email address and password. #### Channel Management Overhaul We have also revamped the channel management page. Your connected channels are now presented as cards. If you want to configure your channels, click on *Manage* and you’ll be directed to each connected channel’s dedicated page. ![Manage%20channels%20effortlessly%20with%20the%20new%20channel%20management%20page](https://images.ctfassets.net/ph8r57dk1q9w/xzcXqfptjZ6vCbYhTSfGu/5ca8677524f3000094e3ab453f535db6/september-2023-newsletter-6_70729d1283a32d40122814a1e90e2fff.gif) For [WhatsApp Business Platform](https://rspd.link/IGN_) users, we've added a shortcut to the WhatsApp Template Manager as they are frequently used. Additionally, from the Configurations page, you can easily navigate to the Growth Widget Settings to generate a QR code for your channel. #### Revamped Channel Connection Experience With this redesign, we've placed a significant emphasis on clarity and user-friendliness. If you ever need help connecting a channel, our new Additional Resources section on the left panel provides a wealth of information for every channel. ![Learn%20more%20about%20each%20channel%20from%20the%20Additional%20Resources%20section](https://images.ctfassets.net/ph8r57dk1q9w/fqnEPkx3HMYBXyZLZA965/5be1bae0bb943b5cf6684aa18d4ca399/september-2023-newsletter-14_90bbd2e9d5157c17983ee3101be7f9f5.gif) Once you've successfully connected a channel, test it out by using the provided QR code or chat link and ensure everything is set up seamlessly on respond.io. #### Smoother WhatsApp Connection Journey Previously, connecting to the WhatsApp Business Platform (API) posed challenges as many businesses were unaware of its prerequisites. ![Connect%20WhatsApp%20API%20effortlessly%20with%20the%20new%20WhatsApp%20connection%20journey](https://images.ctfassets.net/ph8r57dk1q9w/6nm6UggjqyGA5tuAr4ZcdW/a941898e6c8ac25e9c290f8d4fe1259f/september-2023-newsletter-10_624e5a2aeca6e3697788414881741c2c.gif) Now, with our new eligibility check process, you'll have all the information you need for a hassle-free connection to the WhatsApp API. If you want to learn the A-Z of using WhatsApp for business, check out our free [WhatsApp Course](https://academy.respond.io/course/whatsapp-course). ### New Languages on the Respond.io - Inbox Mobile App! 你好, hola, مرحبا and more! 👋 The respond.io - Inbox mobile app is now multilingual, ensuring you can navigate the app with ease even if English isn't your primary language. Below are the languages that are now supported: - Arabic (‏عربي) 🇸🇦 - Burmese (မြန်မာဘာသာ) 🇲🇲 - French (Français) 🇫🇷 - German (Deutsch) 🇩🇪 - Hebrew (עברית) 🇮🇱 - Indonesian (Bahasa Indonesia) 🇮🇩 - Italian (Italiano) 🇮🇹 - Japanese (日本語) 🇯🇵 - Korean (한국어) 🇰🇷 - Portuguese (Português) 🇵🇹 - Russian (Русский) 🇷🇺 - Spanish (Español) 🇪🇸 - Simplified Chinese (简体中文) 🇨🇳 - Traditional Chinese (繁體中文) 🇹🇼 - Turkish (Türkçe) 🇹🇷 - Thai (ภาษาไทย) 🇹🇭 - Vietnamese (Tiếng Việt) 🇻🇳 ![Choose%20your%20preferred%20language%20on%20the%20respond.io%20-%20Inbox%20Mobile%20App%21](https://images.ctfassets.net/ph8r57dk1q9w/4TpVXXO08aFcVYaB94L8eB/7fff82c31776c63d281f93f5af78a428/september-2023-newsletter-9_d7a1e67606e3311a739e26a5cdbfc04c.gif) Just like the web platform, you can switch to your preferred language. Choosing either Arabic or Hebrew will also switch the app interface to a Right-to-Left (RTL) view, providing a better experience for Arabic and Hebrew-speaking Users. ### New Respond.io Status Page Curious about respond.io's performance? We’ve got good news! You can now visit the [respond.io status](https://status.respond.io/) page to monitor our services and Module health status in real-time. ![Respond.io%20status%20page](https://images.ctfassets.net/ph8r57dk1q9w/2f2r2yDvlVa7ZCjYta6Ly4/dd37019cee981e2737dc41e2f92f4460/september-2023-newsletter_2f64ef5014ce37558236da1712adf117.jpg) For complete transparency, you can also view the history of past incidents and their resolution status. Want to get automatic updates? Visit the page and subscribe to stay up to date. ## [SleekFlow Alternative: Choose the Best Solution for Large Businesses](https:/respond.io/blog/sleekflow-alternative) Need a SleekFlow alternative for large businesses? Explore how respond.io omnichannel solution automates and streamlines marketing and sales processes at scale. If you're searching for SleekFlow alternatives that can handle complex business processes, you've landed in the perfect spot! In this comparison, we’ll evaluate what to look for in a SleekFlow alternative for mid-market B2C teams so you can avoid missed leads and lost revenue when conversation volume spikes. ### SleekFlow alternative: SleekFlow vs respond.io If your team needs to scale multi-channel conversations with deeper automation and routing, respond.io is typically a stronger fit than SleekFlow. SleekFlow suits teams with lower conversation volume and more straightforward automation needs, while respond.io is a customer conversation management platform built for teams where volume, process depth and channel complexity are all growing. ![Comparison%20of%20Sleekflow%20and%20respond.io%3A%20Both%20centralize%20messaging%20channels%20and%20offer%20tools%20like%20broadcasts%20and%20analytics.%20SleekFlow%20suits%20businesses%20with%20simpler%20automation%20needs%20and%20lower%20conversation%20volumes%2C%20while%20respond.io%20is%20built%20for%20mid-market%20B2C%20teams%20managing%20high-volume%2C%20multi-channel%20customer%20conversations.](https://images.ctfassets.net/ph8r57dk1q9w/30RcolFexEeXrz4hcz8YtF/0966b5c85db035e669e6a39bd233c2c0/Sleekflow_Alternative_-_Image_3__1_.png) For instance, respond.io's AI Agents can trigger external CRM updates and handle voice calls — capabilities that matter for teams running more complex routing across sales, marketing and support. Let's look at how respond.io compares across the capabilities that matter most for growing businesses. | Capability area | Respond.io | SleekFlow | Why it matters for revenue | | --- | --- | --- | --- | | Channels supported | WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, email, VoIP, WhatsApp Business Calling and Messenger Calls in one workspace | Supports major messaging channels and VoIP but lacks WhatsApp Business Calling API and custom channel integrations | Teams can capture and follow up wherever customers prefer to message or call | | AI Agents and automation | AI Agents can qualify leads, update lifecycle stages, trigger workflows, route by intent, handle voice calls via Voice AI Agent, escalate high-value opportunities and generate handover summaries | AI Agent qualifies leads, scores contacts and updates contact fields. It can also update lifecycle stages based on message intent. Does not support voice calls. | Faster qualification and routing reduce lead drop-off across all channels | | Broadcast and segmentation | Multi-channel broadcasts with targeting by lifecycle stage, tags, channel source and external triggers | Broadcast available on all paid plans, but no lifecycle-stage targeting or external event triggers for segmentation | Better targeting creates more qualified conversations | | Lifecycle and CRM context | Merged conversations, notes, tags and lifecycle context with HubSpot and Salesforce sync | No contact merge across channels; HubSpot and Salesforce sync | Agents follow up faster with less context loss | | Analytics | Broadcast results, ad source context and lifecycle reporting in one place; includes lifecycle-to-conversion reporting across all plans | Conversion analytics tracks drop-off and conversion rate on defined events; lifecycle stages tracked separately via Kanban pipeline | Managers get drop-off visibility tied directly to lifecycle stage in a single dashboard, without building separate reports | | Reliability and support | 24/5 live multilingual support across chat, calls and email as well as 24/7 AI support — included on all plans; dedicated Customer Success Manager on Enterprise | Chat support available Mon–Fri, 9am–6pm across APAC, EMEA and LATAM time zones; enhanced support including priority response times available as a paid add-on from $499/month | Stable operations protect campaign continuity and response speed | | Migration support | Documented migration process with zero downtime, per respond.io's help center | Documented migration guide covers WhatsApp Business API account transfer, with an expected 5–10 minute downtime window during the switch | Respond.io's migration avoids a documented downtime window that SleekFlow's process explicitly anticipates | #### Why teams decide to switch Teams usually start looking for an alternative when their current platform limits growth in ways that directly affect revenue. Common pressure points include WhatsApp number fees, limits on channel connections and missing capabilities like WhatsApp Business Calling API. Reliability also becomes increasingly important as conversation volume grows. When message spikes slow down response times, campaigns lose momentum and agents miss hot leads. For high-volume B2C teams, these issues compound quickly. Higher operating costs, slower lead response and interrupted campaigns make it harder to scale sales, marketing and support, which is why many businesses switch before those challenges begin affecting revenue. ### SleekFlow alternative: who should choose respond.io Respond.io is a customer conversation management platform built for growing B2C teams that manage high volumes of sales, marketing and support conversations across key messaging, social, voice and email channels. It is the better fit when conversation volume is rising and slower follow-up starts affecting pipeline, conversion and repeat purchase. If your team handles low message volume on one or two chat channels and routes conversations manually, you may not need AI Agents, voice follow-up or lifecycle tracking yet. A switch to respond.io makes more commercial sense when the business: - Runs paid messaging campaigns and needs AI Agents that can qualify leads, update lifecycle stages, trigger advanced automations and escalate to human agents — not just handle basic queries - Manages WhatsApp and other key channels together and wants voice follow-up — including Voice AI Agent handling — in the same customer record - Routes conversations across sales, support and multiple branches without losing context - Needs lifecycle routing, customer relationship management sync and reporting to see where leads stall or handoffs fail - Wants automation to keep working as campaigns scale instead of adding more manual triage For teams in that second group, the value is not just more features. It is faster lead response, cleaner handoffs and better visibility into which conversations are producing revenue. Businesses using respond.io often report faster lead response and improved conversion rates after automating qualification and routing. Below, we'll explore how respond.io enables businesses to accomplish these objectives. ### Centralize all messaging channels in a team inbox Respond.io supports WhatsApp Business Calling API and custom channel integrations as well as all the core messaging channels like WhatsApp, Instagram, TikTok, voice and more, which reduces missed leads and context switching. While SleekFlow covers major messaging channels, it does not support WhatsApp Business Calling API or custom channel integrations, which we'll discuss later. Now, let's look at respond.io's omnichannel capabilities. #### Connect WhatsApp, TikTok and more in one place Respond.io is a [WhatsApp Business Solution Provider](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider), giving teams official WhatsApp API access. Unlike some BSPs that add markup on top of Meta's conversation fees, respond.io passes Meta fees through at zero markup — giving marketing and sales leaders a clearer view of campaign cost before volume scales. Official status matters most when WhatsApp is one of a business' revenue channels, not just an inbox — it lowers the risk of broken templates or number issues disrupting live sales conversations. Official support also matters after launch. Teams running broadcasts, follow-up sequences and one-to-one sales conversations need smoother template operations, clearer guidance during setup and less uncertainty when managing an existing number. With structured migration support, businesses can keep their official WhatsApp API number continuity and reconnect channels without breaking active campaigns or losing conversation history. That reduces delays at the exact points where revenue can slow down: sending approved promotions, following up on ad leads and moving live WhatsApp conversations between automation and agents. Businesses can also connect other messaging channels like [TikTok](https://respond.io/blog/tiktok-for-business), [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [Instagram](https://respond.io/blog/instagram-business-chat), [Telegram](https://respond.io/blog/telegram-for-business), [LINE](https://respond.io/blog/line-business) and [Viber](https://respond.io/blog/viber-for-business) along with traditional channels like email and [SMS](https://respond.io/blog/business-sms) to receive and reply to messages in an omnichannel inbox. ![Sleekflow%20Alternatives%3A%20Respond.io%20connects%20popular%20messaging%20channels%20like%20WhatsApp%2C%20Messenger%2C%20and%20LINE%2C%20along%20with%20email%20and%20SMS%2C%20into%20one%20inbox.%20](https://images.ctfassets.net/ph8r57dk1q9w/4bHHefKaTkYMcWlIIDSlS0/eda31debfd697da03ed64ed1067894a4/Sleekflow_Alternative_-_Image_1.png) It also allows you to connect multiple channel accounts or numbers. For example, if you have individual WhatsApp or Messenger accounts for each branch or outlet, you can connect them all to respond.io and reply to messages in one place. #### Move from chat to call effortlessly Respond.io offers more than just messaging—it supports voice calls too. As one of the select WhatsApp Partners with access to the [WhatsApp Business Calling API](https://respond.io/blog/whatsapp-voice-call), it enables businesses to make and receive calls directly through WhatsApp, a function that was once only available in the WhatsApp Business App. This helps companies connect with customers on a deeper, more personal level. [Respond.io also works with VoIP](https://respond.io/blog/voip-crm-integration) systems, letting businesses integrate their existing phone setup to manage all communication—chat and voice—in one place. That's not all. WhatsApp and VoIP calls can be transferred among agents for collaboration, and the Voice AI Agent can hand off live calls to a human agent when needed. Calls can also be automatically summarized and transcribed with AI so businesses have a record of all conversations in respond.io. #### Integrate custom channels like in-app chat, chats from e-commerce platforms and more Centralizing all popular messaging channels is important. However, connecting business-specific messaging channels in the same place is also essential to provide an [omnichannel experience](https://respond.io/blog/omnichannel-communication). This includes your company's own messaging app or an e-commerce platform's native inbox like Lazada chat inbox. ![Image%20showing%20how%20Respond.io%20connects%20popular%20messaging%20channels%20like%20WhatsApp%2C%20Messenger%2C%20and%20LINE%2C%20along%20with%20email%20and%20SMS%2C%20into%20one%20inbox.%20Supports%20native%20features%20and%20multiple%20accounts%20for%20seamless%20communication%2C%20more%20channels%20than%20Sleekflow.](https://images.ctfassets.net/ph8r57dk1q9w/7ofqV7kREOBNYyPrlaz6N5/d2e5cd4dea4fa0c5fabc01a1755213b0/Sleekflow_Alternative_-_Image_2.png) With respond.io's [custom channels](https://help.respond.io/channels/custom-channel) integration, you can connect any channel with an open API to the platform. This way, you can reply to customers who message you from both popular and business-specific messaging channels from a shared inbox, a feature Sleekflow does not yet support. #### Merge conversations from WhatsApp, TikTok, Instagram and other channels in a single thread Businesses with a presence on multiple channels must provide an [omnichannel experience](https://respond.io/blog/omnichannel-communication#toc-mobile-2). One way to do this is by recognizing returning customers on any channel. With respond.io, businesses can [merge conversations from different channels](https://help.respond.io/contacts/contacts-overview#merge_contacts) in a single thread for a unified customer profile. If a customer has previously emailed you but decided to message you on WhatsApp next, you can merge the conversations to get context easily. ![Unlike%20Sleekflow%2C%20respond.io%20provides%20a%20true%20omnichannel%20experience%20with%20Contact%20Merge%2C%20unifying%20conversations%20from%20channels%20like%20TikTok%20and%20WhatsApp%20into%20a%20single%20thread%20for%20seamless%20customer%20identification%20and%20context.](https://images.ctfassets.net/ph8r57dk1q9w/536grTksc7FpPSCuT3F1xz/e1182d1632a3210f54a6fc02434062ea/merge_contacts.png) As a result, you can identify returning customers, spot recurring issues and make informed decisions when assisting them. Next, we'll look at how to send and handle promotional messages on multiple channels. ### Capture and manage leads on multiple channels By leveraging the ability to broadcast promotional messages on multiple channels, businesses can increase their reach and engage with customers through various touchpoints, leading to increased sales and revenue. Therefore, it is important that platforms like respond.io and SleekFlow support promotional messaging capabilities such as [click-to-chat ads](https://respond.io/blog/click-to-chat-ads) and broadcasts for every available messaging channel. That said, let's look at what respond.io has to offer. #### Generate leads through click to WhatsApp, Instagram, Facebook and TikTok messaging ads Social media channels like Instagram and Facebook present a valuable opportunity for targeted advertising through click-to-chat ads. These ads enable businesses to encourage leads to start a conversation directly and engage with them when their interest is at its peak. For Instagram-first brands, respond.io also supports trigger-based workflows — automatically DMing users who comment on a post or reply to a story — turning passive engagement into trackable conversations without manual follow-up. [TikTok Messaging Ads](https://respond.io/blog/tiktok-ads) offer an additional way to capture new audiences with video content that seamlessly blends into their feeds and entices them to send a message on WhatsApp or Facebook Messenger. ![Click-to-chat%20ads%20on%20social%20media%20drive%20leads%20to%20start%20conversations.%20Respond.io%20tracks%20which%20ad%20was%20clicked%2C%20providing%20context%20for%20agents%20and%20enabling%20automated%20lead%20qualification.](https://images.ctfassets.net/ph8r57dk1q9w/7a1u3Hedyd5kRe8GF2jGZM/2216bbb05fd3df8543600ca96ea7761b/tiktok_ads.webp) When a lead messages you through click-to-chat ads, respond.io shows you which ad a customer clicked on when they message you, giving agents useful context to [respond intelligently](https://respond.io/blog/conversation-led-growth#toc-mobile-5). You can also automate these conversations to [gain lead information](https://help.respond.io/l/en/workflows/step-respond-with-ai#collect_information_objective) and qualify them automatically. #### Broadcast on WhatsApp, Facebook Messenger, Telegram and more Respond.io's [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview) supports multiple channels including [SMS](https://respond.io/blog/sms-marketing-sms-broadcast), [WhatsApp](https://respond.io/blog/whatsapp-broadcast), [Facebook Messenger](https://respond.io/blog/facebook-messenger-broadcast), [Telegram](https://respond.io/blog/telegram-broadcast), [LINE](https://respond.io/blog/line-broadcast) and [Viber](https://respond.io/blog/viber-bulk-message). This gives businesses the ability to engage with customers on their preferred channels. Businesses can capture leads from click-to-WhatsApp ads, let AI Agents qualify intent, collect key details and route conversations to the right team while interest is still high. From there, marketers can send approved broadcasts to segmented audiences, continue follow-up in one-to-one chat and move to WhatsApp Business Calling or VoIP when a conversation needs faster resolution. Because Meta fees are passed through at zero markup and respond.io does not charge an extra official WhatsApp API connection fee, teams get clearer campaign cost visibility as volume grows. This matters most when WhatsApp sits at the center of sales and remarketing. The right platform should help teams acquire leads, automate follow-up, keep handover context intact and track outcomes without forcing them to juggle separate tools. ![A%20robust%20Sleekflow%20alternative%3A%20Respond.io%u2019s%20Broadcast%20Module%20supports%20channels%20like%20SMS%2C%20WhatsApp%2C%20Messenger%2C%20Telegram%2C%20LINE%2C%20Viber%20and%20TikTok%2C%20enabling%20personalized%2C%20scheduled%20messages%20for%20targeted%20marketing.](https://images.ctfassets.net/ph8r57dk1q9w/26q7VJBVby6KKfNvHHTHpl/39b36e26a060e8be1fa97b4cbf10eed4/Screenshot_2025-03-14_at_5.32.43_PM.png) Businesses can segment broadcasts using lifecycle stage, tags, channel source and behavior captured from external events. That lets teams target contacts differently after cart abandonment, order updates, restock alerts or other high-intent moments instead of sending one broad campaign to everyone. This kind of targeting helps revenue teams start more relevant conversations with the right contacts. Rather than chasing more message volume, they can focus budget and agent time on audiences that are more likely to reply, convert or return to purchase. #### Trigger promotional messages from customer actions on external platforms Respond.io enables businesses to trigger promotional messages based on customer actions on external platforms like [Shopify](https://help.respond.io/zapier/e-commerce-integration-shopify), [WooCommerce](https://help.respond.io/zapier/ecommerce-integration-woocommerce), [Magento](https://help.respond.io/zapier/ecommerce-integration-magento) and [more](https://help.respond.io/zapier). For instance, if a customer adds items to their cart but doesn't complete the purchase, businesses can trigger an [abandoned cart message](https://help.respond.io/zapier/e-commerce-integration-shopify#send_abandoned_cart_messages_to_prompt_customers_to_complete_their_shopify_purchase_using_zapier) on the customer's preferred channel. The message can include discounts or other incentives to encourage the customer to complete the transaction. ![Looking%20for%20Sleekflow%20alternatives%3F%20Respond.io%20offers%20advanced%20promotional%20messaging%2C%20triggering%20messages%20like%20abandoned%20cart%20notifications%20from%20platforms%20like%20Shopify%2C%20WooCommerce%20and%20Magento%20to%20boost%20conversions.](https://images.ctfassets.net/ph8r57dk1q9w/4xDXSeITM7HFHqJr7pAlpH/ab7dc95a64747398b0c07fd64d94079b/Sleekflow_Alternative_-_Image_5.png) Customers can then select a predetermined reply button or send a response and be automatically connected to an agent. This way, customers can easily get what they want, enhancing the customer experience and satisfaction. When connected to Shopify, you can also trigger conversations based on order events — delivery updates, post-purchase follow-ups and restock reminders — keeping customers engaged across the full purchase cycle, not just at the cart stage. Now that you know how to send promotional messages on respond.io, let's explore how you can use its advanced AI and automation capabilities. ### Close deals faster with advanced AI and automation capabilities Automating conversations is crucial, especially when businesses receive high volumes of messages from various messaging channels or accounts. A quick response can be the difference between losing a lead and closing a deal, so you can't afford delays. AI Agents can qualify leads, handle basic inquiries, make product recommendations, settle appointment bookings, trigger workflows and even answer calls. Conversations that require a human touch should then be automatically handed off to an agent who can answer complex inquiries or jump into a [quick call on Telnyx, WhatsApp or Facebook Messenger](https://respond.io/blog/voip-crm-integration). For growing businesses, this means fewer manual handoffs, faster lead response and more consistent follow-up as conversation volume increases. #### Streamline processes with Workflows and AI Agents Respond.io combines AI Agents with [Workflows](https://respond.io/help/workflows/workflows-overview) so teams can automate the steps that usually slow revenue when handled manually. When a lead comes in from WhatsApp, Instagram, Facebook Messenger or TikTok ads, AI Agents can ask qualifying questions, capture intent, update the lifecycle stage and route the conversation to sales or support based on the answers. Workflows then carry the process forward without extra handoffs. Teams can trigger follow-up actions, sync details to HubSpot or Salesforce, escalate high-value opportunities and generate a summary before handing the conversation to a human agent. That gives the next agent context immediately instead of forcing them to repeat the same questions. This is where automation depth matters. Some platforms handle auto-replies and conversation assignment as separate, manually configured steps. Respond.io combines AI Agents and Workflows so qualification, lifecycle updates and routing happen in a single automated sequence. For mid-market B2C teams handling high conversation volume, deeper automation shortens response time, keeps lifecycle data current and helps sales teams reach qualified buyers sooner. ![Respond.io%u2019s%20Workflows%20Module%20features%20a%20visual%20automation%20builder%20to%20automate%20processes%20like%20FAQs%2C%20chat%20routing%2C%20case%20escalations%20and%20CRM%20integrations%20for%20streamlined%20business%20operations%2C%20a%20superior%20Sleekflow%20alternative.](https://images.ctfassets.net/ph8r57dk1q9w/5jcyZjwNBUgsOCP8kivOqd/af85209df3e1fcca0943c2983ece3226/workflow_builder.png) You can plan, design and implement your workflow from A to Z with any amount of complexity in one space. This includes automating [FAQs](https://respond.io/blog/inbound-conversations), [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), [case escalations](https://respond.io/blog/escalation-management) and creating [deals or tickets](https://help.respond.io/zapier/pipedrive#add_comments_to_conversations_in_respond_io_when_new_pipedrive_deals_are_updated) in CRMs. Best of all, you can do all this from scratch or use ready-made [templates](https://help.respond.io/workflows/workflows-overview#creating_a_new_workflow_from_a_selected_template). You can also build a [sales AI Agent](https://respond.io/blog/ai-sales-agent) to answer customer questions on its own before passing the conversation to a human agent. Train the AI agent based on uploaded company resources or even allow it to crawl your website to provide high quality answers. And if an issue requires a human, the AI hands off cleanly with no lingering responses, ensuring perfect collaboration between automation and your team. ![With%20respond.io%2C%20you%20can%20build%20an%20AI%20Agent%20to%20answer%20customer%20questions%20on%20its%20own%20before%20passing%20the%20conversation%20to%20a%20human%20agent.%20You%20can%20do%20all%20this%20from%20scratch%20or%20use%20ready-made%20templates.](https://images.ctfassets.net/ph8r57dk1q9w/3TqGaBumqtIBoqD254HeuP/11197d0c0d988896bf8a527b76d9afc0/ai_agent-ks_sales.jpg) Managers can also create Workflows for complicated tasks like [shift transfer](https://help.respond.io/convert-leads/route-contacts-by-shifts), [case escalation](https://respond.io/blog/escalation-management), syncing data in external CRMs and [getting customer feedback](https://respond.io/blog/csat-customer-satisfaction-score), then allow agents to launch them [with a click](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0) while talking to customers. ![Unlike%20Sleekflow%2C%20respond.io%20allows%20managers%20to%20create%20workflows%20for%20tasks%20like%20shift%20transfers%2C%20case%20escalations%2C%20CRM%20data%20syncs%2C%20and%20feedback%20collection%2C%20enabling%20agents%20to%20execute%20them%20with%20one%20click.](https://images.ctfassets.net/ph8r57dk1q9w/5UPLpEni7tQeh3TaS9Gnm4/1667aa4b3ff3268268f1ef23e8977715/shortcut.png) Now that you know how respond.io's automation works, it's important to highlight one of the critical components of improving customer satisfaction: [auto assigning conversations](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to agents quickly. #### Auto assign conversations based on team function and customer needs There are a few ways for businesses to automatically assign new conversations on respond.io: Round-robin for equal workload distribution or assign them to agents with the least conversations open. Round-robin assignments ensure each sales agent has an equal opportunity to convert leads and earn their commissions while assigning agents with the least conversations lets businesses provide a better customer experience. ![Conversation%20assignment%20methods%3A%20Round-robin%20distributes%20workload%20evenly%20among%20agents%2C%20while%20assigning%20to%20agents%20with%20the%20fewest%20open%20chats%20ensures%20faster%20responses%20and%20improved%20customer%20experience.](https://images.ctfassets.net/ph8r57dk1q9w/264qtfoNf8Mp6LUdNyBy2l/45e8e72c7d8295232f8c7465ab53c040/Sleekflow_Alternative_-_Image_16.png) AI Agents can also verify agent availability before assigning, ensuring conversations go to online agents only and reducing wait times and resolution times by ensuring contacts reach someone who can respond immediately. As for new conversations, businesses can assign them to a new agent and route returning customers with a history of interactions to the [same agent who handled their case before](https://respond.io/blog/august-2021-release-the-new-contact-import-dont-unassign-when-conversation-is-closed-and-platform-localization-in-spanish#toc-mobile-5). ![Respond.io%2C%20a%20Sleekflow%20alternative%2C%20offers%20advanced%20auto-assignment%20methods%20like%20routing%20returning%20customers%20to%20previous%20agents%20for%20personalized%20support%20and%20stronger%20customer%20relationships.](https://images.ctfassets.net/ph8r57dk1q9w/4ACXB0GB69BhS0n2vPFVJH/4cbdcb154c82b4e793b48b1220c93ac2/Sleekflow_Alternative_-_Image_4.png) This approach gives agents the context to address recurring or related issues and build long-term customer relationships. Consequently, customers can receive a more personalized and efficient support experience. To prioritize high-value customers who contribute substantially to revenue, businesses usually provide them with a dedicated agent as a primary point of contact for all their needs. These agents will work closely with customers to understand their goals or desires. Then, provide guidance and support to help them achieve their desired outcomes. ![Prioritize%20high-value%20customers%20by%20assigning%20dedicated%20agents%20for%20personalized%20support%2C%20fostering%20loyalty%2C%20repeat%20business%20and%20referrals%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/oSLqJS7c8hBXoMOB8jgj7/43b973b190da179bfe0b6319090d20db/Sleekflow_Alternative_-_Image_7.png) Since high-value customers are crucial to the success of any business, it is important that companies minimize any difficulties or inconveniences they may face while interacting with their brand. #### Respond quickly, accurately and professionally with AI With respond.io, agents can leverage AI capabilities to answer inquiries promptly and efficiently. [Respond AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) allow agents to refine their messages, ensuring clarity and precision in communication. They can also translate messages into different languages, reducing potential language barriers. ![Respond.io%20empowers%20agents%20with%20AI%20capabilities%20like%20Respond%20AI%20Prompts%20for%20refined%20communication%20and%20real-time%20translation%20to%20overcome%20language%20barriers%20efficiently.](https://images.ctfassets.net/ph8r57dk1q9w/1S0sJ5bd68It51QqtOWIGc/866f28fc5884f530cf3a97cee8a0f643/AI_Prompts.gif) Moreover, tools like [AI Assist](https://help.respond.io/messages/using-ai-assist) can be a game-changer for providing agents with quick replies based on customer context. This rapid access to information allows agents to respond quickly and accurately to customer inquiries, enhancing response times and contributing to a more [satisfying customer experience](https://respond.io/blog/ai-customer-experience). AI Assist also understands voice notes to generate relevant replies. For detailed review, agents can tap a Transcribe button on any inbound audio message to display a readable transcript inline. Together, these capabilities help teams maintain response quality and speed without increasing headcount as customer conversations grow. Automation helps sales agents close deals faster, but you'll want to see the evidence and make any necessary improvements to your processes. Here's how respond.io helps businesses measure success. ### Boost business results with analytics and lifecycle tracking With any marketing and sales efforts, you need to track results to see what's working and what's not to continuously optimize tactics. Respond.io offers customer lifecycle tracking and CRM integrations on every plan, with advanced analytics starting from the Growth plan, giving you insights that you need to improve customer experience throughout the entire funnel. #### Get marketing performance insights with broadcast analytics The most useful reporting tells leaders which conversations are creating revenue, not just which campaigns created replies. Teams should be able to see which ad or channel started the conversation, whether the contact moved through lifecycle stages and which sources are generating qualified follow-up instead of low-intent volume. Managers also need to spot where conversion slows down after the first message. If response time slips, routing sends leads to the wrong team or a handoff happens without enough context, drop-off starts before purchase. Seeing those breaks by source helps teams fix the exact step that is leaking revenue. Respond.io brings broadcast results, ad source context and lifecycle visibility together so marketing and sales managers can use reporting as an operating tool. Instead of measuring isolated campaigns, teams can see how customer conversations contribute to revenue and identify where improvements have the biggest impact. They can shift budget toward channels that produce better conversations, tighten follow-up on stalled stages and recover conversions that would otherwise be lost between qualification and handoff. ![Track%20marketing%20campaign%20success%20with%20insights%20and%20data.%20Analyze%20past%20performance%20to%20understand%20audience%20behavior%2C%20refine%20messaging%2C%20targeting%20and%20channel%20strategies%20for%20better%20results.](https://images.ctfassets.net/ph8r57dk1q9w/3mj6UWBPC7Uti59TzoVE92/d36c9d0dfda82ba2c781ad5a3675b034/Sleekflow_Alternative_-_Image_14.png) Leaders should use this reporting to answer three revenue questions: which channels and campaigns create qualified conversations, where handoffs or slow follow-up cause leads to stall and which teams or agents move qualified conversations to the next step most consistently. When those answers sit in one view, managers can move budget toward higher-intent sources, fix routing or staffing gaps and tighten follow-up before lost conversations turn into lost revenue. Respond.io helps teams connect the first message to later funnel movement by combining broadcast results, ad source context, lifecycle stage changes and full conversation history in one place. That makes analytics useful for daily decisions such as which campaign to scale, which handoff needs attention and which parts of the conversation funnel need a process change. #### Track the customer lifecycle through the full funnel Respond.io gives sales and marketing teams enough [native customer management](https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle) to move faster inside the conversation. Agents can see full contact history, merged conversations across channels, lifecycle stages, tags, notes and assignment context in one place, which makes prioritization and follow-up easier during live conversations. ![Gif%20showing%20how%20to%20use%20the%20lifecycle%20feature%20to%20track%20customers%20through%20the%20full%20funnel](https://images.ctfassets.net/ph8r57dk1q9w/4AW2S7EnV5JC3di7Ya6ICd/aa621435262af77a75cb89f2ccfe653d/lifecycl-4.gif) For many mid-market B2C teams, that means fewer handoffs and less tab switching in day-to-day execution. AI Agents and workflows can also update lifecycle stages, route by intent and escalate high-value opportunities so records stay current as conversations progress. As businesses scale, this reduces manual updates and gives teams a more accurate view of where customers are in the buying journey. When a business already runs customer records, pipeline management or reporting from a separate system, HubSpot or Salesforce should remain the source of truth. Respond.io then becomes the execution layer where teams talk to customers, capture context and sync updates back to the CRM. #### Enrich data with HubSpot, Salesforce and other integrations Native [HubSpot](https://respond.io/blog/hubspot-integration) and [Salesforce](https://respond.io/blog/hubspot-integration) sync matters most when teams need customer context during live conversations, not after the fact. Agents can open a conversation, view the customer record, verify lifecycle status and update follow-up actions without jumping across tabs. That helps sales and support teams qualify faster, keep records cleaner and avoid losing context between channels. For teams already using a CRM as the primary record system, this setup keeps conversation execution and record management aligned. AI Agents and workflows can capture details in the chat, update lifecycle stages and pass the latest context back to HubSpot or Salesforce so the next follow-up starts with accurate information. Other use cases do not always need a native two-way sync. External triggers from platforms such as Shopify, WooCommerce or Magento are useful for campaign and follow-up moments like abandoned carts, order updates, restock alerts or re-engagement after a customer action. That gives mid-market B2C teams a practical mix of native CRM depth and connector-based flexibility without forcing every workflow into one system. ![Get%20customer%20data%20from%20HubSpot%20into%20respond.io%20with%20a%20single%20click](https://images.ctfassets.net/ph8r57dk1q9w/7pLBvf3smVCJlbYUyw7bf3/38f3263fa785c07993a18cf08266e0d5/hubspot_button.png) To integrate with other software, use [Zapier](https://help.respond.io/l/en/zapier/zapier) or [Make](https://help.respond.io/l/en/integrations/make) for quick connection with thousands of other platforms. > While SleekFlow also offers HubSpot integration on Premium and Enterprise plans, respond.io's native sync works seamlessly from the Growth Plan onwards without additional configuration. Now that we've shown how respond.io allows you to measure success throughout the funnel, let's explore the benefits of using a reliable platform. ### Achieve success with a reliable platform and customer support Given that companies rely on platforms like SleekFlow and respond.io to manage their business operations and communicate with customers, it is critical that they offer reliable services and excellent customer support. That said, according to SleekFlow's support documentation, SleekFlow's chat support is available Mon–Fri, 9am–6pm across APAC, EMEA and LATAM time zones. Enhanced support — including priority response times and dedicated consultancy — is available as a paid add-on starting at $499/month and is not included in any standard plan as listed on SleekFlow’s website. Additionally, SleekFlow has been reported by some G2 users to slow down and experience messaging issues under high volumes, which can disrupt operations during peak periods. #### Robust platform stability for consistent operations Platform reliability is essential for smooth operations, as any downtime or disruptions can negatively impact customer satisfaction and harm a brand's reputation. ![Respond.io%20ensures%20reliable%20customer%20communication%20with%20uninterrupted%20handling%20of%20high%20message%20volumes%2C%20supporting%20consistent%20operations%20and%20enhanced%20customer%20satisfaction.](https://images.ctfassets.net/ph8r57dk1q9w/7Izh5CZFKMtZEdqyIeacUF/b459dacdb73dc2498961d3e0903ac47e/Sleekflow_Alternative_-_Image_8.png) Respond.io is a [dependable platform](https://respond.io/customers/how-golden-luxe-enjoys-a-20x-more-stable-messaging-experience-with-respondio) designed to handle high volumes of messages without interruption, guaranteeing [99.999% uptime](https://respond-io.betteruptime.com/). With this, businesses can maintain consistent operations and focus on communicating with customers. #### Get speedy assistance with 24/7 conversational support Responsive and efficient customer support is as important as having a stable platform. That's why respond.io's support team is available 24/5 via chat or call in multiple languages, including English, Spanish, Chinese and Arabic, with 24/7 AI support available around the clock. ![Sleekflow%20alternatives%3A%20The%20Sleekflow%20alternative%20for%20businesses%20looking%20for%20reliable%20customer%20support.%20Respond.io%20offers%2024/5%20multilingual%20support%20in%20English%2C%20Spanish%2C%20Chinese%20and%20Arabic%20for%20platform%20navigation%2C%20billing%2C%20troubleshooting%20and%20more%2C%20as%20well%20as%20AI%20support%20around%20the%20clock%20to%20ensure%20seamless%20operations%20and%20customer%20satisfaction.](https://images.ctfassets.net/ph8r57dk1q9w/1c894NMpozSpUSCPozUgQA/d11c2f40c453efb1dbfafce16427f00e/Sleekflow_Alternative_-_Image_11__1_.png) You can get general assistance with navigating the platform, help with billing issues, troubleshooting bugs and more. Respond.io's comprehensive support resolves any issues you encounter, giving you the peace of mind to focus on growing your business and providing exceptional customer experiences. #### Get dedicated support from a Customer Success Manager When your enterprise has complex needs, a dedicated customer success manager can make all the difference. Our experts specialize in providing personalized support for planning and setting up Workflows, integrating with third-party tools and more. ![Respond.io%20offers%20dedicated%20customer%20success%20managers%20for%20enterprises%2C%20providing%20personalized%20support%20with%20Workflows%20setup%2C%20third-party%20integrations%20and%20maximizing%20platform%20potential.](https://images.ctfassets.net/ph8r57dk1q9w/4SJYHNntBRps4aYRiGG2mG/f8855ed20b2e66cbc49a68c21f9eeb6e/Sleekflow_Alternative_-_Image_15.png) With a customer success manager on your side, you can tap into the full potential of the platform and achieve success like [many of our satisfied customers](https://respond.io/customers). Now, let's compare respond.io and SleekFlow pricing plans to determine which one provides the most value. ### The best solution for maximum value If predictable pricing matters as your customer base grows, look beyond the Monthly Active Contacts model. The differences become clearer as your business scales. This section compares respond.io and SleekFlow's mid-tier plans to help you determine which platform offers the best value. While both platforms use Monthly Active Contacts pricing, respond.io doesn't charge WhatsApp number fees, doesn't limit the number of channels you can connect and doesn't impose a hard Monthly Active Contacts ceiling on each plan. #### Respond.io vs SleekFlow: which platform offers better value? For high-volume B2C businesses, pricing isn't just about the monthly subscription. It's about understanding how costs change as your customer base, messaging channels and conversation volume grow. Respond.io's Advanced plan is priced at US$349/month and includes 10 users, 1,000 Monthly Active Contacts (MACs) and all channels, integrations and full security measures. In comparison, SleekFlow's Premium AI plan starts at US$399/month and includes 5 users, 10 connected channels, 1,000 MACs with add-ons available up to a maximum of 12,000 MACs, and no Salesforce integration. Beyond the monthly subscription, SleekFlow also charges US$15 per WhatsApp Business API number and limits the number of channels you can connect on non-Enterprise plans. When comparing platforms, look beyond the starting price. Consider how quickly your Monthly Active Contacts will grow, whether additional fees apply for WhatsApp numbers, and whether platform restrictions—such as channel connection limits or limited integrations—could increase costs or reduce flexibility as your business scales. Respond.io makes it easier to predict operating costs and scale customer conversations. ### SleekFlow alternative: Why respond.io? For high-volume B2C businesses that have outgrown SleekFlow, respond.io provides a more mature platform for managing customer conversations at scale. It combines messaging, calls, AI, automation and lifecycle management with the reliability and support needed for growing revenue teams. Its AI, automation and Voice AI capabilities help businesses respond faster, reduce manual work and maintain consistent customer experiences as conversation volume grows. Most importantly, respond.io's [high uptime](https://respond-io.betteruptime.com/) can meet the demand of larger businesses that receive high volumes of messages. It includes 24/5 live multilingual support via chat and calls, plus 24/7 AI support — all on every plan at no additional cost. ![Respond.io%3A%20Versatile%20customer%20conversation%20software%20supporting%20multiple%20channels%2C%20advanced%20AI%20and%20automation.%20Ideal%20for%20high%20message%20volumes%2C%20with%2024/5%20support%20and%20dedicated%20managers%20for%20Enterprise%20users.%20Seamless%20migration%20from%20Sleekflow.](https://images.ctfassets.net/ph8r57dk1q9w/1YG6uYGoelATwWN1IvHbZP/cf59bbe478255720385a4d3386d0b513/Sleekflow_Alternative_-_Image_12.png) With all this in hand, businesses can create better customer experiences and build customer loyalty to increase their revenue. If you're considering migrating from SleekFlow to respond.io, [**our support team**](https://respond.io/contact) can guide you through the process and help you move your channels—including your existing WhatsApp Business API number—without disrupting active conversations or campaigns. ### Verdict: choose respond.io or SleekFlow? Choose respond.io when your business needs a mature platform purpose-built for high-volume customer conversations. With Voice AI, WhatsApp Business Calling API and enterprise-grade reliability, it's designed to support growing sales, marketing and customer service teams from one platform. Ready to get started with respond.io? [**Sign up for a free trial**](https://app.respond.io/user/register) and experience powerful automation like no other platform! ### Further reading If you're interested in learning more about respond.io, here are some readings that may pique your interest. - Inbound Conversation Workflows: A How-To Guide - Chat Routing: Contact Routing with the respond.io - Auto Assignment: Automatic Assignment with respond.io ## [SleekFlow vs Respond.io: Which Platform Delivers More Value at Scale?](https:/respond.io/blog/sleekflow-vs-respondio) For mid-market B2C teams scaling chat, email and calls, see how SleekFlow compares to respond.io for automation, AI and predictable costs. SleekFlow and respond.io both help businesses manage customer conversations, but they're designed for different stages of growth. Respond.io is built for businesses running high-volume customer conversations across chat, calls and email, while SleekFlow is better suited to businesses with lower messaging volumes. In this guide, we compare SleekFlow and respond.io across use case fit, scalability, AI capabilities, support, reliability and pricing behavior, so you can choose the platform that best supports how your business communicates today and the level of complexity you plan to grow into. ### SleekFlow vs respond.io side-by-side comparison This side-by-side comparison highlights how SleekFlow and respond.io differ in focus, scalability and operational depth. | Category | SleekFlow | Respond.io | | --- | --- | --- | | Best for | Businesses handling lower-volume social messaging mostly | Mid-large B2C businesses managing high volumes of conversations across chat, calls & email | | Channels supported | WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, WeChat, SMS, Webchat, email | WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, LINE, WeChat, SMS, Webchat, email, VoIP calls and custom channels | | Calls support | VoIP | VoIP, WhatsApp Business Calling API and Messenger Calls | | AI capabilities | Qualifies leads, scores contacts and updates fields | Qualifies leads, updates lifecycle stages, triggers automation and routes by intent | | Voice AI | Not available | AI Agent answers inbound calls, handles conversations and escalates to a human agent | | Lifecycle management | AI-assisted stage transitions, with workflow automation via Advanced Flow Builder | Native lifecycle management integrated with AI and Workflows automation, with conversion and performance reporting | | Reporting | Conversation Analytics on Pro plan; Performance and Conversion Analytics dashboards on Premium and Enterprise plans | Real-time dashboard, conversation & team performance reporting on all plans; advanced conversation, conversion and broadcast reporting from Growth plan onwards; lifecycle-to-conversion reporting included | | Reliability transparency | Status page with incident history | Status page and published 99.999% uptime commitment | | Security | ISO 27001 and GDPR | ISO 27001, GDPR, SSO, 2FA and Trust Center | | Support availability | Chat support available Mon–Fri, 9am–6pm across APAC, EMEA and LATAM time zones; enhanced support including priority response times available with Business Consultancy Plan from $499/month | 24/5 live chat support, 24/7 AI assistance and scheduled calls for complex issues on every plan, plus a dedicated Customer Success Manager for Enterprise | | Customer sentiment | Praised for ease of use in social messaging | Praised for reliability and revenue-driving performance | | Scalability | G2 users report slower platform performance at higher message volumes | Built to scale with high chat and call volumes | ### Who is respond.io and SleekFlow built for? Respond.io is built for mid-market B2C businesses with complex, high-volume customer conversations across email, chat and call, while SleekFlow is built for teams running lower-volume messaging. #### Who should use respond.io? Respond.io is a mature customer conversation management platform built for businesses that rely on customer conversations to generate revenue. It brings messaging, email and calling into one workspace, combining AI, automation and lifecycle management with the reliability and scalability needed for high-volume operations. ![This%20is%20a%20screenshot%20of%20respond.io%27s%20homepage](https://images.ctfassets.net/ph8r57dk1q9w/4esOaFI3AO2DbZVjX3WebL/66edc01b225ff6cf78ff2cbfcedfb4e7/Screenshot_2026-01-28_at_12.11.54â__PM.png) Respond.io is best for mid-large B2C businesses that: - Handle high chat and call volumes - Run sales, marketing and customer service together - Need AI, automation and lifecycle management built for high-volume operations - Require full visibility into customer progress and team performance - Depend on customer conversations as a revenue-critical operational channel #### Who should use SleekFlow? SleekFlow supports a broad set of messaging channels and does not currently offer Voice AI, making it a fit for teams that don't need it. ![This%20is%20a%20screenshot%20of%20Sleekflows%20homepage](https://images.ctfassets.net/ph8r57dk1q9w/6iXxZEPoKdr6PSxMBJs9j4/1db48ba4309d401f23b966a6508e2f7a/Screenshot_2026-01-28_at_12.11.41â__PM.png) SleekFlow is best for businesses that: - Run lower-volume messaging - Do not need WhatsApp Business Calling API or voice AI capabilities - Need AI agents for messaging only ### Which platform offers stronger omnichannel capabilities? A stronger omnichannel platform lets teams handle messaging, email and calls [in one workspace](https://respond.io/blog/omnichannel-communication) while keeping customer context unified across channels. In this comparison, respond.io fits that need better because it supports WhatsApp Business Calling API and custom channels while maintaining unified contact context across channels. #### Channel support across messaging, email and calls [Respond.io](http://Respond.io) supports messaging channels such as [WhatsApp](https://respond.io/blog/whatsapp-business-api), [TikTok](https://respond.io/blog/tiktok-for-business), [Instagram](https://respond.io/blog/instagram-business-chat), [Facebook](https://respond.io/blog/facebook-business-chat), [Telegram](https://respond.io/blog/telegram-for-business), [Viber](https://respond.io/blog/viber-for-business), [WeChat](https://respond.io/blog/wechat-official-account), [SMS](https://respond.io/blog/business-sms), [LINE](https://respond.io/blog/line-business), plus [email](https://help.respond.io/email), [VoIP calls](https://respond.io/help/telnyx-voip/telnyx-voip-quick-start) and [custom channels](https://help.respond.io/l/en/custom-channel/custom-channel-overview). ![This%20is%20a%20GIF%20showing%20respond.io%27s%20supported%20channels](https://images.ctfassets.net/ph8r57dk1q9w/6k6DxEXo0E0mlh0UvZOsiy/d75952497a3c8aae825cc56ca5c106dc/Untitled_design__13_.gif) It supports calling through [VoIP](https://respond.io/help/telnyx-voip/telnyx-voip-quick-start) and [WhatsApp Business Calling API](https://help.respond.io/whatsapp/whatsapp-business-calling-api), allowing teams to manage chat and voice conversations from the same Inbox. This enables teams to move seamlessly from chat to voice for faster resolution and higher conversion. SleekFlow supports a broad set of messaging channels. However, it does not support WhatsApp Business Calling API. ![This%20is%20a%20screenshot%20of%20Sleekflow%27s%20supported%20channels](https://images.ctfassets.net/ph8r57dk1q9w/5BhNZKRcAHYA54IwewqClJ/c0bf6d23c590ec0818d6dd7905171771/Screenshot_2026-01-28_at_3.18.19â__PM.png) For scaling businesses, this difference matters. Customers don’t always stay on messaging channels, and as communication needs expand, teams need a platform that supports the channels customers are on. Respond.io is built for this growth, helping businesses future-proof their customer conversations across messaging, email and calls. #### Maintaining customer context across channels Respond.io maintains a unified customer profile across channels by identifying duplicate contacts across channels and [suggesting merges](https://respond.io/help/inbox/managing-contacts-in-inbox#merge-suggestions) to create a unified profile. This helps teams keep customer data clean and conversations connected even when customers switch channels. ![This%20is%20a%20screenshot%20of%20respond.io%27s%20contact%20merge%20feature](https://images.ctfassets.net/ph8r57dk1q9w/7478mkUV7bFSqw2VqIZNuv/ab3da408d1dbadc76cd510307a00152b/merge_contacts.jpeg) SleekFlow does not offer the same level of contact merge support, which can lead to fragmented customer context when conversations happen across multiple channels. ### Which platform offers better lifecycle management? Lifecycle management at scale requires stages that can be automated, reported on and shared across teams. Both SleekFlow and respond.io allow teams to define [lifecycle stages](https://respond.io/help/workspace-settings/workspace-settings-lifecycle) and update them while chatting with customers. However, respond.io differentiates itself by combining lifecycle data with reporting in a single experience. #### End-to-end lifecycle management Respond.io includes a native Lifecycle feature that tracks contacts from first interaction through conversion and retention. While agents can update lifecycle stages manually in the Inbox, AI Agents can also update them automatically while chatting with customers, helping keep records accurate throughout the customer journey. ![This%20is%20a%20screenshot%20of%20respond.io%27s%20lifecycle%20feature](https://images.ctfassets.net/ph8r57dk1q9w/68r6UwbS7ZgTzJAzyE7Jxz/f5e2a573835f985cda8f2333724c4fb2/238707382b9c04cdd0073d5dde7e3001__1___2_.avif) SleekFlow also supports lifecycle stages that can be updated manually by agents or automatically through AI and automation, helping teams track customer progress throughout the customer journey. ![This%20is%20a%20screenshot%20of%20Sleekflow%27s%20lifecycle%20feature](https://images.ctfassets.net/ph8r57dk1q9w/1zVIJFs7wFeYOGHJmT1NEk/0490f5da5829a20b175f81aa9b77a5c2/Screenshot_2026-01-28_at_3.28.05â__PM.png) #### Lifecycle Insights Respond.io ties lifecycle data directly to conversion and performance reports, giving teams visibility into where leads convert, stall or drop off across the customer journey. This helps businesses identify bottlenecks, optimize follow-up and improve conversion rates over time. ![This%20image%20shows%20respond.io%20lifecycle%20reports](https://images.ctfassets.net/ph8r57dk1q9w/iOd5Nb7Xwyd4uoTvzYDRb/de9ae69607fe3bbbe4dc8df3ffc2d933/lifecycle-graph2.avif) SleekFlow provides lifecycle monitoring through a Kanban view, while Conversion Analytics tracks funnel performance and conversion rates. Together, these tools help teams monitor customer progress and measure sales performance. ### Which platform provides better AI capabilities? Both respond.io and SleekFlow offer [AI capabilities](https://respond.io/ai-agents) that go beyond drafting replies. Their AI Agents can qualify leads, update customer records, trigger workflows and take actions across the platform, making AI a core part of day-to-day customer operations. #### AI Agents for messaging Both respond.io and SleekFlow offer AI Agents for messaging that can answer customer questions, qualify leads, update lifecycle stages and trigger workflows. They also support AI Agents that can process PDFs, images and voice notes. ![This%20is%20a%20gif%20showing%20respond.io%20AI%20Agent%20settings](https://images.ctfassets.net/ph8r57dk1q9w/3qiV80pyqrrtRgkeXz6k3/405630856362159fd496ca21a8502f6a/Untitled_design__14_.gif) As with any AI system, response quality depends on how well the AI Agent is configured. Respond.io includes built-in prompt templates to help teams configure AI Agents faster with less trial and error, while SleekFlow does not currently offer prompt templates. #### Voice AI Agents Respond.io includes a [Voice AI Agent](https://respond.io/help/ai-agent-actions#handle-calls) that automatically answers inbound calls, supports multiple languages and provides call recordings and transcripts directly in the Inbox. If a call needs a human touch, the Voice AI Agent can transfer it to an available agent without dropping the connection. This helps businesses avoid missed calls and handle customer inquiries even outside working hours. Meanwhile, SleekFlow does not offer a Voice AI Agent or voice-based AI capabilities. ![This%20is%20an%20animation%20showcasing%20respond.io%27s%20voice%20Ai%20Agent](https://images.ctfassets.net/ph8r57dk1q9w/3R1vpwmz10vVkPbjonX20U/e9324ec5594c99485d409df5b321a083/Voice_AI_Agent.gif) #### AI assistance for agents Both SleekFlow and respond.io provide [AI assistance](https://respond.io/help/workspace-settings/ai-assist) to help agents generate and improve replies during conversations. Agents can use AI to draft responses, refine tone and improve clarity when replying to customers. ![This%20is%20a%20gif%20of%20respond.io%27s%20AI%20conversation%20summary](https://images.ctfassets.net/ph8r57dk1q9w/2Yi3y7ymDYcVWegOKR98ah/e6316411f8e5292648db754af2bfe40b/AI_summary.gif) Both respond.io and SleekFlow offer one-click AI conversation summaries directly in the Inbox, allowing agents to generate concise summaries of long conversations for faster handovers, follow-ups and conversation closures without manually reviewing message history. ### Which platform scales better with automation? Both respond.io and SleekFlow offer mature automation capabilities, allowing businesses to automate lead qualification, routing and customer engagement. Businesses should instead evaluate platform maturity, reliability and omnichannel capabilities when deciding between them. ### Which platform offers better reporting? Both respond.io and SleekFlow provide conversation, campaign and conversion reporting, as well as support for Meta's Conversion API (CAPI) to optimize Click-to-Chat campaigns. The difference lies in how these insights are connected. ![This%20image%20shows%20respond.io%27s%20lifecycle%20reports](https://images.ctfassets.net/ph8r57dk1q9w/6eVXXB86W9UuCLLvt3Cosm/afa9121c82e26c7a5e8e52e64ab86fa2/Screenshot_2026-01-07_at_1.56.12â__PM.png) Respond.io brings conversation, broadcast, lifecycle and conversion insights together in a connected reporting view. Teams can see where leads convert, stall or drop off throughout the customer journey, making it easier to identify bottlenecks, measure team performance and optimize revenue-driving conversations. SleekFlow provides conversation, campaign and conversion reporting, with agent performance and advanced analytics available on higher-tier plans. It also offers lifecycle management and Conversion Analytics, allowing teams to monitor customer progress and funnel performance across dedicated reporting views. ### Which platform is more reliable and secure? Respond.io offers stronger security controls and clearer reliability guarantees, making it better suited for businesses operating at scale. #### Platform security Respond.io is built with enterprise-grade security standards from the ground up. It is ISO 27001 certified, GDPR compliant, supports role-based access, SSO and 2FA, and provides a dedicated Trust Center where teams can review security policies, certifications and best practices. SleekFlow also meets baseline security requirements such as ISO 27001 certification and GDPR compliance. However, it does not currently support SSO, which can be a key requirement for larger teams managing access across multiple users and departments. While both platforms address core compliance needs, respond.io offers stronger access controls, greater transparency and the security foundations that mid to large businesses expect as they scale. #### Platform reliability Respond.io maintains a public status page, publishes an uptime of [99.999%](https://respond-io.betteruptime.com) and processes over 2 billion messages every quarter, reflecting the operational maturity businesses expect from a platform supporting revenue-critical conversations. SleekFlow does not publish a public uptime commitment. Its status page documents incidents and resolution timelines, including disruptions to incoming and outgoing messaging. ![This%20is%20a%20screenshot%20of%20SleekFlow%27s%20status%20page%20showing%20incident%20history.](https://images.ctfassets.net/ph8r57dk1q9w/59c0jDgSfy2fgZXfrljrQn/a73029f2822d842cff9eb78d0b4c4904/Screenshot_2026-01-28_at_4.46.59â__PM.png) For businesses that rely on messaging and calls to generate revenue, reliability and transparency are not optional. Gaps here can directly impact customer experience, missed opportunities and operational continuity. ### Which platform offers better customer support? A mature platform is backed by responsive, accessible support when businesses need it most. Respond.io offers faster, more accessible and higher-quality support than SleekFlow, backed by real businesses that have switched platforms. #### Customer support quality Respond.io is consistently praised on G2 for its responsive, hands-on support. This is also reflected in customer stories like [GETUTOR](https://respond.io/customers/sleekflow-alternative-review-by-getutor), an education business that switched from SleekFlow to respond.io after struggling with slow and ineffective support, rising contact costs and platform stability issues that disrupted operations. After switching to respond.io, [GETUTOR](https://respond.io/customers/sleekflow-alternative-review-by-getutor) stopped missing messages and increased sales by 24% in just two months. #### Customer support availability Respond.io provides 24/5 live chat support, 24/7 AI assistance, and the option to schedule calls for complex use cases and strategic growth discussions. Enterprise customers also get access to a dedicated Customer Success Manager. SleekFlow offers chat support Mon–Fri, 9am–6pm across APAC, EMEA and LATAM time zones. Enhanced support, including priority response times of 2–3 hours, is available through the Business Consultancy Plan starting at US$499/month and is not included in any standard plan. Both platforms offer support, but when your business relies on messaging and calls to drive revenue, the difference comes down to how quickly you can reach help and how helpful they are. ### Which pricing offers the best value for scaling businesses? Pricing delivers better value when it remains predictable as your business grows. While both respond.io and SleekFlow use Monthly Active Contacts pricing, additional fees and platform restrictions can impact long-term costs. #### Pricing value with respond.io With respond.io, pricing is designed to support business growth without additional platform restrictions. ![This%20is%20a%20screenshot%20of%20respond.io%27s%20pricing](https://images.ctfassets.net/ph8r57dk1q9w/4wVOzMNIaegZr7Tm4clEec/0ae24e22f20cf0af183ddff2be8c2d04/Screenshot_2026-01-28_at_6.48.16â__PM.png) - Monthly Active Contacts are the primary usage-based cost - Charges are based only on contacts you actively message - Operations continue smoothly, even as volumes increase - Multiple WhatsApp Business phone numbers can be connected without additional fees This means pricing remains predictable even as conversation volume increases, which is critical for businesses where messaging and calls directly impact revenue. #### Pricing value with SleekFlow SleekFlow's pricing model introduces additional costs and platform restrictions as usage grows. ![This%20is%20a%20screenshot%20of%20sleekflow%27s%20pricing](https://images.ctfassets.net/ph8r57dk1q9w/2CX6CKIdrrOEwSh5DscVKg/637d5f32d164bb76cb187468fa01113e/Screenshot_2026-01-28_at_6.47.47â__PM.png) - Monthly Active Contacts are only one part of the cost structure - Channel connection limits on non-Enterprise plans - Each WhatsApp Business phone number incurs an additional $15 monthly fee As your business grows, these additional fees and platform restrictions can increase the total cost beyond the headline subscription price. ### What do customers say about them? Respond.io has more reviews and a higher average rating than SleekFlow. On G2, Respond.io is rated around 4.8 out of 5 from nearly 500+ reviews. Reviews frequently highlight platform reliability, fast time to value, strong omnichannel support and excellent customer support. ![This%20is%20a%20screenshot%20of%20a%20G2%20review%20of%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6vT12s6iBE2p7hpzH99xhZ/50163de098d404af51879ab629b5f2db/G2_Review.webp) SleekFlow is rated around 4.6 out of 5 from about 200+ reviews. Its reviews tend to focus more on ease of use for social messaging across multiple channels. ### Which platform should you choose: SleekFlow or respond.io? Choose respond.io if your business relies on customer conversations to generate revenue and needs a mature, reliable platform built for high-volume operations. With Voice AI, WhatsApp Business Calling API, customer lifecycle management, predictable pricing and responsive support, it's designed to help businesses scale with confidence. Choose SleekFlow if you primarily handle lower-volume messaging and don't require capabilities like Voice AI or WhatsApp Business Calling API. If your business is growing in conversation volume, channels or team size, respond.io provides a scalable foundation and advanced capabilities to support that growth. [Start a free trial](https://app.respond.io/user/register) or [book a personalized demo](https://respond.io/demo) to see how respond.io helps teams succeed across sales, marketing and customer service. ### Further Reading If you’ve found this article helpful, here are some more for you to check out: - An Advanced Sleekflow Alternative for Large Businesses - Respond.io Alternative: 4 Respond.io Alternatives to Consider - Business Messaging: A Guide to Messaging for Business ## [SMS Broadcast: A How-To Guide ](https:/respond.io/blog/sms-marketing-sms-broadcast) If you want to get started with SMS marketing, this guide is for you. We'll cover SMS marketing best practices, and teach you how to send SMS broadcast with SMS marketing software. With a 98% open rate, SMS is one of the best marketing tools for businesses. If you are new to SMS marketing, text messaging laws can be tricky to understand. In this article, we’ll discuss what to look out for when sending an SMS broadcast, as well as how to send an SMS broadcast with SMS marketing software. *Wondering how to set up SMS for your business?* [Learn how to choose an SMS Partner and how to get an SMS account here.](https://respond.io/blog/business-sms) ### Why SMS Marketing Is Hard #### What Is SMS Marketing SMS marketing is a promotional strategy where businesses send an SMS broadcast to their customers. This includes but not limited to coupons, sales alerts and product launch announcements. Although the idea of SMS marketing may seem straightforward, implementing it is not. SMS messages have a 160-character limit, which makes it difficult to fit all the information and links in one single message. ![This%20is%20a%20picture%20that%20shows%20the%20challenges%20of%20SMS%20marketing.%20Although%20the%20idea%20of%20SMS%20marketing%20may%20seem%20straightforward%2C%20sending%20bulk%20SMS%20is%20not.%20SMS%20messages%20have%20a%20160-character%20limit%2C%20which%20makes%20it%20difficult%20to%20fit%20all%20the%20information%20and%20links%20in%20one%20single%20message.](https://images.ctfassets.net/ph8r57dk1q9w/2yGfZD3kpeKTL8rHdeGvUo/922a19cdcac65e0825de5dc03634e72c/SMSBroadcast_BlogImages-01_486de5e26d788070bf58ee3cfe893625.png) But the real challenge of SMS marketing is figuring out the text messaging laws - SMS broadcast service is regulated by governments and carriers, which have not been very transparent with what’s allowed and what’s not for bulk SMS. Despite these challenges, SMS is one of the most popular marketing channels that many companies are using. Below are the reasons why SMS marketing is worth it. #### Why SMS Marketing Is Worth It There are many reasons why your company should implement SMS marketing. SMS is the most popular form of communication, and it has amazing read and click-through rates. SMS is ubiquitous - anyone in the world with a mobile phone can receive an SMS. [Instant messaging apps](https://respond.io/blog/instant-messaging-for-business) may not be installed on every phone, but SMS is. Today, there are over 5 billion SMS users worldwide. ![This%20is%20an%20image%20showing%20the%20reasons%20why%20SMS%20marketing%20is%20worth%20it.%20There%20are%20many%20reasons%20why%20your%20company%20should%20implement%20bulk%20SMS%20marketing.%20SMS%20is%20the%20most%20popular%20form%20of%20communication%2C%20and%20it%20has%20amazing%20read%20and%20click-through%20rates.](https://images.ctfassets.net/ph8r57dk1q9w/F1BMEEPC3h8JlAWksluWu/4b0067fdc96b1fa8b47b5a0149cf3008/SMSBroadcast_BlogImages-02_c3e454cbaa2f4a04a34efdd06dfbc420.png) Unlike marketing emails that often end up in the junk folder, people actually read SMS messages. SMS has an unbeatable open rate of 98% - where 90% are read within 3 seconds! This makes SMS ideal for sending time-sensitive offers. Plus, SMS has an astonishing click-through rate of 40%. To put things into perspective, emails have a 2% click-through rate. If you are still not convinced that SMS is the best communication tool for your business, here's an SMS marketing success story. #### A Text Message Marketing Success Story: Carl's Jr SMS Marketing Campaign In 2013, Carl’s Jr launched one of the most successful SMS marketing campaigns we’ve ever seen. The fast-food chain sent out an SMS broadcast to its customers, offering a $6 burger-and-fries combo at $2.99 for a limited time. Carl's Jr SMS marketing recipe may be simple, but the results are impressive. Almost 20% of SMS recipients redeemed their offer. And the company earned $14 for every $1 spent on the SMS campaign! Want to create your own SMS marketing success story? [Learn everything about SMS here](https://respond.io/blog/business-sms), and be sure to go through the checklist below before sending an SMS broadcast. ### Checklist for Sending an SMS Broadcast There are 3 main compliance considerations when sending an SMS broadcast. You need to get your customers to opt-in, ensure they did not opt-out and choose the right SMS number. #### Have Your Customers Opted-In to Receive SMS Broadcast Opt-in means giving explicit consent to receive an SMS broadcast. Sending unwanted SMS is likely to irritate customers and potentially damage your brand. [In many countries, opt-in is legally required](https://www.twilio.com/guidelines/sms) before sending an SMS broadcast. The most common opt-in method is handset opt-in. Alternatively, opt-in can be collected through forms, automated phone systems (IVR), or at a point-of-sale (POS). Remember, having your customers’ numbers does not mean they have opted-in. ![This%20is%20an%20image%20showing%20the%20opt-in%20methods%20for%20SMS%20marketing.%20The%20most%20common%20opt-in%20method%20is%20handset%20opt-in.%20Alternatively%2C%20opt-in%20can%20be%20collected%20through%20forms%2C%20automated%20phone%20systems%20%28IVR%29%2C%20or%20at%20a%20point-of-sale%20%28POS%29.%20Remember%2C%20having%20your%20customers%u2019%20numbers%20does%20not%20mean%20they%20have%20opted-in%20to%20receive%20bulk%20SMS.%20Check%20out%20our%20blog%20post%20to%20find%20out%20how%20to%20send%20bulk%20sms%20free%20from%20pc%20to%20mobile%20with%20SMS%20marketing%20software.](https://images.ctfassets.net/ph8r57dk1q9w/3QfB1H3Gu22EYCHF3NeuK9/4a03d0487bdc732ded2657fe4295cad4/SMSBroadcast_BlogImages-03_fbef152ef2a3faab02327684fd4889c2.png) Handset opt-in is done via SMS chat by sending a keyword to a number. To remain compliant, you may [set up double opt-in](https://respond.io/blog/business-sms#62r6b) to confirm customers’ consent. This can be as simple as replying with a *YES.* Apart from that, businesses may obtain opt-ins through web or paper forms. You should always keep a copy of the form for your records. Customers may also opt-in through IVR by pressing a digit during the call, or at a POS after a purchase is made. While obtaining a clear opt-in from customers is key to a successful text marketing campaign, it is equally important to handle opt-out correctly. #### Did Your Contacts Opt-Out of SMS Broadcast List Opt-out means revoking the consent to receive an SMS message. Many countries have laws that govern SMS opt-out. Failure to honour opt-out will not only affect your customer’s experience but could also put your business at risk of legal action. Opt-out is commonly done by replying *STOP* to an SMS message. However, customers may also opt-out via other means of communication. ![This%20is%20a%20picture%20that%20shows%20SMS%20marketing%20opt-out%20methods.%20Opt-out%20is%20commonly%20done%20by%20replying%20STOP%20to%20an%20SMS%20message.%20However%2C%20customers%20may%20also%20opt-out%20via%20other%20means%20of%20communication.%20Read%20our%20blog%20to%20find%20out%20how%20to%20send%20bulk%20SMS%20with%20SMS%20marketing%20software](https://images.ctfassets.net/ph8r57dk1q9w/2icJXThCTiMa7qhew29myr/7377e96a5c08db5ea61aae1e9c73b59e/SMSBroadcast_BlogImages-04_25633f516df3ad1ee1c7f54fd0ea89c4.png) You need to opt a customer out of the SMS broadcast list when they send keywords like *STOP, END, or CANCEL.* [Some SMS Providers will have a way to automatically opt a customer out](https://support.twilio.com/hc/en-us/articles/223134027-Twilio-support-for-opt-out-keywords-SMS-STOP-filtering-) of the list when they send these keywords. Less commonly, opt-out may happen via web forms, emails, phone calls, or social media channels. You should always honour opt-outs regardless of how they are done. You’ve got your customers’ opt-in and double-checked that they have not opted out - what’s left to do? It’s time to check if you’ve got the right number for SMS marketing. #### Do You Have the Right Number for SMS Broadcast Different countries have different rules on what number to use for SMS marketing. Generally, Short Codes are the best type of number to send an SMS broadcast while long codes cannot be used to send SMS broadcasts. Short Codes are 5 to 6 digit SMS numbers. They are less subject to [filtering by carriers](https://support.twilio.com/hc/en-us/articles/223181848-How-Does-Message-Filtering-Work-) and have higher deliverability than other numbers. Therefore they are ideal for sending bulk SMS. ![This%20is%20a%20picture%20illustrating%20what%20types%20of%20SMS%20numbers%20are%20suitable%20for%20sending%20bulk%20SMS.%20Different%20countries%20have%20different%20rules%20on%20what%20number%20to%20use%20for%20SMS%20marketing.%20Generally%2C%20Short%20Codes%20are%20the%20best%20type%20of%20number%20to%20send%20an%20SMS%20broadcast%20while%20long%20codes%20cannot%20be%20used%20to%20send%20SMS%20broadcasts.%20Learn%20more%20about%20business%20SMS%20messaging%20on%20our%20blog%20post.](https://images.ctfassets.net/ph8r57dk1q9w/66FuG3XjoNs3E9ZfuT20b0/8a960f5be39f1656074679f711d08c08/SMSBroadcast_BlogImages-05_ff8c9383cdf7752f2ece982b4cc9a5a7.png) On the other hand, SMS sent from Long Codes is heavily filtered. Delivery may fail when carriers detect SMS broadcast being sent from a Long Code. As the way filtering works is ambiguous, it’s unknown how many SMS you can send before hitting the filter. You can [get an SMS number from SMS Providers](https://respond.io/blog/business-sms#dpv65) like Twilio, Vonage (formerly Nexmo) & MessageBird. However, SMS Providers don't provide a messaging console to send bulk SMS. Doing so requires a text message marketing software like respond.io. ### SMS Marketing Software: Using SMS Integration to Send an SMS Broadcast An SMS marketing software like respond.io allows you to import an existing customer list with phone numbers and send targeted SMS broadcasts. To get started with SMS broadcast software, sign up for a [free respond.io account.](https://app.respond.io/user/register) #### How to Connect Twilio, Vonage or MessageBird Account to SMS Marketing Software If you don’t have an SMS account, you can [get one on Twilio](https://www.twilio.com/try-twilio), [Vonage](https://dashboard.nexmo.com/sign-up) or [MessageBird](https://dashboard.messagebird.com/en/sign-up). Many SMS providers offer free trials or free credits to help you decide which one works best for your company. We recommend reading this guide on [choosing an SMS Provider.](https://respond.io/blog/business-sms#dpv65) If you already have a Twilio, Vonage or Messagebird SMS account, you can connect to respond.io using your API key or token. Check out our documentation for the [step-by-step guide to connect Twilio SMS](https://help.respond.io/l/en/sms/twilio-sms#connecting_twilio_sms), [Vonage SMS](https://help.respond.io/l/en/sms/vonage-sms#connecting_vonage) and [MessageBird SMS](https://help.respond.io/l/en/sms/messagebird-sms#connecting_message_bird) to the platform. #### How to Import Contact List into SMS Marketing Software Once connected to your Twilio, Vonage or Messagebird account to respond.io, you can [import SMS Contacts in bulk](https://help.respond.io/l/en/contacts/contact-import#importing_contacts). Before sending an SMS broadcast, you’ll need to send Contacts the first message to connect an SMS channel. To connect a Contact to an SMS channel, you need to either send them the first individual message or receive the first message from them. SMS is one of those channels that allow businesses to send the first message. To start a 1:1 conversation with your Contact, simply [head to the Messages module.](https://help.respond.io/l/en/messages/messages-overview) ![This%20is%20a%20picture%20showing%20how%20to%20send%20the%20first%20SMS%20message%20to%20your%20Contact.%20SMS%20is%20one%20of%20those%20channels%20that%20allow%20businesses%20to%20send%20the%20first%20message.%20To%20start%20a%201%3A1%20conversation%20with%20your%20Contact%2C%20simply%20head%20to%20the%20Messages%20module.](https://images.ctfassets.net/ph8r57dk1q9w/gJ1gxTGdUMTALk9k1ycoK/0b494ff5cf01ba28ad65ce9a91344ab8/untitled-design-6_00bbf8b9a12af1e0ded2d765a0d48462.png) Once you’ve sent your Contact the first SMS message, you’re ready to send an SMS broadcast. Read on to find out how to send bulk SMS with respond.io. #### How to Set Up SMS Broadcast with Respond.io Before you begin, let’s find out how respond.io’s [B](https://help.respond.io/l/en/broadcasts-module/broadcasts-overview)[roadcast Module](https://help.respond.io/l/en/broadcasts-module/broadcasts-overview) improves the targeting and flexibility of bulk messaging. The [Contact Segment](https://help.respond.io/l/en/contacts/segments) feature allows users to create precise target audiences based on Contact Fields, Tags or predefined conditions. Customers who fulfill these conditions will automatically enter a Segment while those who no longer meet the criteria will exit a Segment, ensuring your list is always up-to-date with no manual effort from your team. ![An%20image%20showing%20respond.io%20broadcasting%20capabilities%20-%20segment%20contacts%2C%20broadcast%20to%20last%20interacted%20channel%2C%20save%20as%20drafts%2C%20customize%20broadcast%20send%20rate](https://images.ctfassets.net/ph8r57dk1q9w/6otXNPf6OzsKcj6aaoAMvB/c29599cb6d51edca45e22f92e36d0e91/broadcast-20-messaging-image_3eab6681b80b2ee71104f755feef99bf.png) In addition to selecting multiple channels for a broadcast, you can also improve reach by broadcasting to your [Contacts' last interacted channel](https://help.respond.io/l/en/broadcasts/sending-a-simple-broadcast#sending_a_broadcast_to_contacts_last_interacted_channel) to increase visibility and engagement rates. It’s also possible to save broadcasts as drafts if they aren’t ready for dissemination. This allows you to edit or reschedule them before they go live. If your plan supports it, you can [customize the rate](https://help.respond.io/l/en/broadcasts/sending-a-simple-broadcast#schedule_broadcast_and_customize_send_rates) at which your broadcast is delivered. Now that you understand the benefits, let's learn how to set up your broadcast using respond.io. First, you need to [connect your Facebook Page to respond.io](https://docs.respond.io/messaging-channels/facebook-messenger?_ga=2.132296782.1715655650.1655687662-1249011949.1652406795). Then, [follow these steps](https://help.respond.io/l/en/broadcasts/sending-a-simple-broadcast#creating_a_new_broadcast) to set up your Messenger broadcast. The Schedule Broadcast feature will come in handy for businesses with international clients. You wouldn’t want to send an SMS broadcast to customers at the wee hours of the night! [Learn more about SMS marketing best practices here.](https://respond.io/blog/business-sms#euluo) ### SMS Broadcast: Infographic ![This%20is%20a%20picture%20of%20infographic%20about%20SMS%20marketing.%20Here%2C%20we%u2019ll%20list%20out%20the%20things%20to%20look%20out%20for%20when%20sending%20an%20SMS%20broadcast.%20Before%20sending%20bulk%20SMS%2C%20you%20should%20obtain%20your%20customer%u2019s%20SMS%20opt-in%2C%20double%20check%20if%20your%20customers%20have%20not%20opted-%20out%2C%20and%20make%20sure%20you%20are%20using%20the%20correct%20type%20of%20SMS%20number.%20SMS%20Providers%20don%27t%20provide%20a%20messaging%20console%20to%20send%20bulk%20SMS.%20Doing%20so%20requires%20a%20text%20message%20marketing%20software%20like%20respond.io.%20In%20this%20infographic%2C%20we%20provide%20a%20step-by-step%20guide%20to%20sending%20SMS%20broadcast%20with%20SMS%20marketing%20software.](https://images.ctfassets.net/ph8r57dk1q9w/7rXg4lgcYYz6ae9wa6UIUC/73aa2b592cf8e289b4ce6b20910945ed/SMSBroadcast-infographic_0e7ef46a4ed8eff83b959e2fb913f6a8.jpg) ### Further Reading Now you know how to send an SMS broadcast with SMS marketing software. If you’re interested in more how-to content about using business messaging apps, we recommend the following articles: - How To Use The Facebook Comment Auto Reply - How to Add Facebook Messenger to Your Website - How To Use Facebook Messenger Codes ## [SMS vs WhatsApp: A Comparison for Business ](https:/respond.io/blog/sms-vs-whatsapp) Learn which messaging app is right for you and your communication needs. Discover the pros and cons of SMS vs WhatsApp in our comprehensive guide. In today's fast-paced digital age, businesses have a wide range of messaging platforms to choose from when communicating with customers. Two of the most popular platforms are SMS and WhatsApp. It's important for businesses to understand the advantages and disadvantages of each so they can choose the best option for their needs. In this article, we'll explore the key differences between SMS and WhatsApp and help businesses determine which platform is most suitable. So, let's dive into the world of SMS vs WhatsApp! ### SMS vs WhatsApp for Business: An Overview [Short Message Service](https://respond.io/blog/business-sms#toc-mobile-0) or SMS is a text messaging service that allows users to send and receive short text messages on their mobile phones. SMS functionality is typically available on both Android and iOS devices. There are no specific prerequisites or requirements for using SMS, although users will need a mobile phone with a valid phone number and service plan to send and receive messages. SMS was first launched in the 1980s and has been widely used ever since, being a popular form of text message for cellphone users worldwide. However, it has since been replaced or supplemented by instant messaging apps like WhatsApp. [WhatsApp](https://respond.io/blog/whatsapp-business) is a messaging application that allows users to send and receive text messages and voice messages, make voice and video calls, share media and documents, and much more. It was first launched in 2009 and has since become one of the [most widely used messaging apps](https://respond.io/blog/top-messaging-apps#toc-mobile-1) in the world, with over 2.24 billion active users as of 2023. ![This%20image%20shows%20a%20comparison%20between%20Whatsapps%20SMS.%20The%20former%20has%20become%20extremely%20popular%20in%20the%20last%20decade%2C%20whereas%20the%20latter%20has%20been%20widely%20used%20for%20more%20than%20two%20decades.](https://images.ctfassets.net/ph8r57dk1q9w/2cVdgfwnb0Qhm8fjsjE24A/1d7f16613ee33e4bff8aa12b04978572/concepts-sms-vs-whatsapp-image-01_98d61e7b0539277e1f7f7ba28f8b7b57.jpg) WhatsApp is available in most countries worldwide, with a handful of exceptions. To use WhatsApp, users need a mobile phone with a valid phone number and internet connection. While the WhatsApp App is ideal for personal communication, there are specific products for businesses. [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) is a free, standalone app designed for small businesses to communicate with customers directly through the app. In contrast, [WhatsApp API](https://respond.io/blog/whatsapp-business-api) is a tool for larger businesses to integrate WhatsApp messaging into their existing software. Messaging through SMS and WhatsApp API has some similarities and plenty of differences, which we will discuss in the next section. ### SMS vs WhatsApp for Business: Main Differences We’ve previously explained the differences between [instant messaging and traditional messaging channels](https://respond.io/blog/business-messaging#toc-mobile-1)[.](https://respond.io/blog/business-messaging#toc-mobile-1) In this section, we’ll compare SMS and WhatsApp for business use for initiating or handling a high volume of conversations. Therefore, we’ll be referring specifically to WhatsApp API. #### SMS vs WhatsApp: Engagement Due to its conversational nature, WhatsApp tends to create better customer engagement than SMS. While SMS messaging is often one-way and involves limited interaction, WhatsApp’s conversational nature allows for less-formal, faster interactions. This has two important benefits. Firstly, WhatsApp’s interactive approach helps build trust and rapport between the customer and the business, leading to greater customer satisfaction and loyalty. ![This%20image%20shows%20the%20differences%20between%20WhatsApp%20SMS%20when%20it%20comes%20to%20engagement.%20For%20a%20start%2C%20SMS%20is%20one-way%20communication%20whereas%20WhatsApp%20is%20conversational%20messaging.](https://images.ctfassets.net/ph8r57dk1q9w/3NPnXsNSa0V2bej1iLTg0z/5d626bed9abcd02aa1a6b174c531a173/concepts-sms-vs-whatsapp-image-02_4675e6d708a77fe4052788ff263b764e.png) Secondly, since both parties spend less time waiting for responses, conversation resolution times are shorter. As a consequence, agents are able to close conversations quickly, increasing their efficiency. Customers benefit from this too as they don’t like to wait a long time for responses. While engagement is important, your messaging channel of choice should include features to make customer communication easier. #### SMS vs WhatsApp: Messaging Features While SMS messages are limited to text, WhatsApp supports multimedia messages, including images, videos, audio and files, adding flexibility to the way businesses and customers communicate. This is also useful for bulk messaging, as businesses can [share a](https://respond.io/blog/whatsapp-catalog-whatsapp-shopping-catalog) [catalog](https://respond.io/blog/whatsapp-catalog-whatsapp-shopping-catalog) or a promotional video to a segmented audience over WhatsApp, for example. For this reason, [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) or [WhatsApp bulk messages](https://respond.io/blog/whatsapp-bulk-message) offer a higher engagement rate compared to [SMS broadcasts.](https://respond.io/blog/sms-marketing-sms-broadcast) Some customers fall victim to scammers who message them impersonating a business. While this is harder to prevent for SMS users, WhatsApp API users can claim authenticity by acquiring the [WhatsApp](https://respond.io/blog/whatsapp-green-tick#toc-mobile-1) [green tick](https://respond.io/blog/whatsapp-green-tick#toc-mobile-1) — provided that they [meet the requirements](https://respond.io/blog/whatsapp-green-tick#toc-mobile-3). Through WhatsApp API, businesses can also set up [interactive responses to customer-initiated messages](https://respond.io/blog/whatsapp-interactive-message#toc-mobile-1) and [interactive template messages](https://respond.io/blog/whatsapp-interactive-message#toc-mobile-3) to make customer communication more efficient, saving agents time. ![This%20image%20shows%20a%20WhatsApp%20SMS%20comparison%20in%20terms%20of%20messaging%20features.%20One%20of%20the%20main%20difference%20between%20SMS%20and%20message%20with%20WhatsApp%20is%20SMS%20lacks%20plenty%20of%20messaging%20features%20WhatsApp%20has.](https://images.ctfassets.net/ph8r57dk1q9w/1SF2VZdfmzxGwNpealy8n5/dc4854c4c6c492fca9bf771118adf00d/concepts-sms-vs-whatsapp-image-03_72ec02b09a1793cd5d3537fcc07899f3.png) There is no way to know whether SMS recipients have read your messages or not. WhatsApp, on the other hand, provides received and read receipts to let agents know if they should re-engage with the customer or let things be. When it comes to security, WhatsApp provides end-to-end encryption, which means that messages are encrypted before being sent and can only be decrypted by the recipient. In addition, WhatsApp uses two-factor authentication to help protect user accounts from unauthorized access. Unfortunately, SMS messages are not encrypted, which means that anyone with access to the network can intercept and read the messages. In the business messaging world, there are always messaging restrictions to protect users from receiving unwanted messages. For that reason, be sure to choose a messaging channel that is not too stringent with its messaging rules. #### SMS vs WhatsApp: Limitations To begin with, SMS caps messages at 160 characters. That figure looks a bit disappointing when compared to WhatsApp's 65,536 character limit. That’s not all; [using a single emoji can reduce the character limit](https://respond.io/blog/business-sms#toc-mobile-0) of a standard SMS from 160 to 70. SMSes exceeding that limit will be broken down into separate messages with additional costs involved. Unlike WhatsApp, SMS does not support images or any rich content. You’d have to use MMS for that purpose, which is more expensive. Depending on the [SMS number](https://respond.io/blog/business-sms#toc-mobile-5) in question, you’ll face different restrictions, meaning that there is no clear winner for businesses. SMS notifications may also be subject to [carrier filtering](https://respond.io/blog/business-sms#toc-mobile-5:~:text=0.0075%20per%20message.-,Toll%2Dfree%20Numbers,-Like%20Long%20Codes), which stops them from being forwarded to the recipient. It is often difficult to determine with certainty whether an SMS notification has been filtered or not. ![This%20image%20shows%20the%20differences%20between%20WhatsApp%20SMS%20in%20terms%20of%20limitations.%20When%20compared%20to%20SMS%2C%20WhatsApp%20is%20way%20less%20restrictive%20and%20has%20better%20deliverability%20rates.](https://images.ctfassets.net/ph8r57dk1q9w/3XlxkI5ir1Odu5EEGYEMdE/db3175a23fb4dc6872210d40c04181c6/concepts-sms-vs-whatsapp-image-04_356d6eb282529bbc8d72f50540d4b622.png) Due to [cross-border restrictions](https://respond.io/blog/business-sms#toc-mobile-11), it is possible that SMS notifications may not reach overseas customers. What’s more, short code numbers only allow you to deliver notifications locally. [A](https://respond.io/blog/business-sms#toc-mobile-11:~:text=business%20SMS%20number.-,Alphanumeric%20ID,-Alphanumeric%20IDs%20are)[lphanumeric IDs](https://respond.io/blog/business-sms#toc-mobile-11:~:text=business%20SMS%20number.-,Alphanumeric%20ID,-Alphanumeric%20IDs%20are) can’t receive customer replies and long codes aren’t allowed to send marketing SMS in some countries. None of these restrictions apply to WhatsApp, which additionally, has a deliverability rate of [nearly 100 percent](https://respond.io/blog/whatsapp-business-notification#toc-mobile-1:~:text=WhatsApp%20is%20one%20of%20the%20most%20reliable%20channels%20for%20sending%20notifications%2C%20with%20a%20high%20deliverability%20rate%20of%20close%20to%20100%20percent.). In fact, WhatsApp messages will reach their recipients as long as you comply with the [WhatsApp Business and Commerce policies](https://faq.whatsapp.com/933578044281252). Finally, [WhatsApp opt-ins](https://respond.io/blog/whatsapp-opt-in) are more convenient compared to SMS opt-ins, as they don’t cost your customers money and can be [collected from different platforms](https://respond.io/blog/whatsapp-opt-in#toc-mobile-3). SMS opt-ins require customers to send a text message with a keyword or code, with costs involved for the customer. We’ve mentioned costs a few times so you might be wondering, is WhatsApp messaging more expensive than SMS? We answer this question in the next section. #### SMS vs WhatsApp: Pricing When it comes to pricing, SMS is generally more expensive than WhatsApp. To get started, businesses must acquire a number from an [SMS provider](https://respond.io/blog/business-sms#toc-mobile-6). Certain number types don’t involve set-up fees or monthly fees. Unfortunately, this is not the case for [short codes](https://respond.io/blog/business-sms#toc-mobile-5:~:text=an%20Alphanumeric%20ID.-,Short%20Codes,-Short%20Codes%20are), which are one of the preferred choices for businesses. In addition, SMS providers charge a fee per SMS or per bundle of messages. These fees tend to be higher for SMS numbers with [high deliverability rates.](https://respond.io/blog/whatsapp-business-notification#toc-mobile-1) What about WhatsApp Business API? To get access to it, businesses must face three different costs. - WhatsApp API access - Messaging inbox costs - WhatsApp's per-message charges To get WhatsApp API access, businesses must choose between two hosting options: [WhatsApp On-premises API](https://respond.io/blog/how-to-get-whatsapp-api#toc-mobile-0) or [WhatsApp Cloud API](https://respond.io/blog/whatsapp-cloud-api#toc-mobile-0). The former is only available via [WhatsApp partners](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider), often involving set up fees, hosting fees and markups per message. On the contrary, WhatsApp Cloud API can be obtained directly through Meta or through some WhatsApp partners like respond.io. It’s the preferred choice for businesses that want cost-efficient access to WhatsApp API and quicker updates on their WhatsApp Business Accounts. ![This%20image%20shows%20the%20SMS%20WhatsApp%20differences%20in%20terms%20of%20pricing.%20When%20comparing%20WhatsApp%20vs%20SMS%20text%2C%20WhatsApp%20is%20generally%20cheaper%2C%20specially%20with%20the%20help%20of%20a%20good%20BSP.](https://images.ctfassets.net/ph8r57dk1q9w/pnXi6zIeSBcTRQJchumMt/c4b76cce57e1e3df5f45fe0c2b90d591/concepts-sms-vs-whatsapp-image-05_b2d81ad914b3c7348ada42a315d1e980.jpg) Additionally, [WhatsApp charges businesses per message delivered](https://respond.io/blog/whatsapp-business-api-pricing#toc-1). Costs depend on the type of message and the customer’s country code. - User-initiated messages (Service Conversations): When a customer messages you, it opens a 24-hour customer service window. During this period, replies with free-form text or utility templates are free of charge. - Business-initiated messages (Template Messages): Once the service window closes, businesses must use a pre-approved template, billed per message. Templates fall into three categories: Utility, Authentication, and Marketing — with pricing varying by category and typically highest for marketing. Lastly, because WhatsApp API has no front end, you’ll also need a messaging inbox to receive and reply to customer messages. If you’re looking for a WhatsApp partner that offers a feature-rich messaging software, consider respond.io. We’ve compared SMS and WhatsApp in terms of engagement, messaging features, limitations and pricing. But which messaging channel should you use for each specific business use case? ### WhatsApp vs SMS for Notifications, Sales, Support and Marketing SMS has traditionally been used for notifications and marketing. WhatsApp, on the other hand, has slowly established itself as a strong option for all use cases in [countries where the app is popular](https://respond.io/blog/whatsapp-business#toc-mobile-1). In this section, we’ll break down the usefulness of both channels for notifications, sales, support and marketing. #### Notifications WhatsApp is generally considered better than SMS for sending notifications such as one-time passwords (OTPs). This is because WhatsApp provides [end-to-end encryption](https://faq.whatsapp.com/820124435853543) for all messages, which ensures that they cannot be intercepted or read by anyone other than the intended recipient. To send OTPs via WhatsApp, businesses must use the [authentication message template](https://respond.io/blog/whatsapp-template-message#toc-mobile-1). This template can be used for account verification, recovery and integrity challenges. SMS, on the other hand, is more vulnerable to interception and can be subject to SMS phishing attacks, where attackers try to trick users into providing their OTP or other sensitive information. ![This%20image%20shows%20how%20WhatsApp%20vs%20SMS%20text%20messages%20compare%20for%20notifications.%20For%20a%20start%2C%20WhatsApp%20is%20more%20effective%20thanks%20to%20end-to-end%20encryption%2C%20interactive%20automated%20messages%20and%20unmatched%20deliverability%20rate.](https://images.ctfassets.net/ph8r57dk1q9w/2ygR6iGohW4HipjCZPBOU7/7b9671f7836f0865f4a23950bfe769e1/concepts-sms-vs-whatsapp-image-06_b5c3703540d1ca2df81ce6b9e25974f8.png) Interactive automated messages are possible with WhatsApp, but not SMS. This type of notification opens a new world of possibilities. For example, businesses can send a notification as a [utility message](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines/#utility-templates) with a menu of buttons to let customers choose between confirming a package delivery or rescheduling it. Deliverability is critical for notifications, as these often carry important information. A message that doesn’t arrive could result in a dissatisfied customer. With WhatsApp’s high delivery rate, you can rest assured your messages will reliably arrive at their destination. SMS notifications though, are subject to carrier filtering and cross-border restrictions, meaning that there is always a possibility that some customers won’t receive them. #### Sales SMS is not an optimal channel for sales, as it’s too impersonal and doesn’t allow for fluid conversations between a customer and a salesperson. Plus, using SMS to send messages back and forth can be costly for both parties. Using [WhatsApp for sales](https://respond.io/blog/whatsapp-sales) can offer several advantages over SMS, being a superior choice for both inbound and outbound sales. When it comes to outbound sales, agents can use [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) template messages for proactive sales as long as they abide by the WhatsApp [template messages content rules](https://respond.io/blog/whatsapp-template-message#toc-mobile-3). For example, a real-estate agency could send property details to prospective buyers. But here’s the main differentiator: Sales agents can make use of WhatsApp’s 24-hour messaging window for template messages to freely chat with customers without incurring additional charges per message, unlike SMS. ![This%20image%20shows%20how%20WhatsApp%20SMS%20compare%20for%20sales.%20WhatsApp%20is%20actually%20a%20better%20sales%20channel%20than%20SMS%3A%20There%20is%20free-user%20initiated%20messaging%2C%20you%20can%20showcase%20products%20with%20rich%20media%2C%20it%27s%20interactive%20and%20engaging%20and%20it%20provides%20delivery%20and%20read%20receipts.](https://images.ctfassets.net/ph8r57dk1q9w/6tMhSeAlMuNHvHqxmNC8NX/16635d6ba8bbb4450aaa72029b980ad2/concepts-sms-vs-whatsapp-image-07_b5ebded764757f1511ff7b13cf4822f2.png) WhatsApp's rich media features help businesses showcase their products and services more effectively. This can make sales conversations more engaging and interactive, ultimately leading to [higher sales conversion rates](https://respond.io/customers/how-ferreteria-epa-ca-increased-sales-conversions-by-20). Thanks to WhatsApp’s conversational nature, responses tend to be quicker. As a consequence, agents can capture customers while interest is fresh. Regarding inbound sales, WhatsApp offers your customers several additional entry points to start a conversation with your business, including chat links, [QR codes](https://respond.io/blog/whatsapp-qr-code) and [click-to-chat ads](https://respond.io/blog/whatsapp-ads#toc-mobile-2). Delivery and read receipts on WhatsApp can also help businesses monitor the effectiveness of their sales messages and track customer engagement. WhatsApp is also a better choice for customer support, as we’ll explain next. #### Support SMS is not a suitable channel for customer support, as conversations are too slow-paced and, generally, customers are charged per message. WhatsApp allows for real-time, two-way communication between customers and support agents, making it easier to resolve issues quickly and efficiently. Most importantly, the 24-hour customer service window allows agents to send as many messages as required to help customers in need without breaking the bank. Additionally, WhatsApp allows customers to send images and videos to provide context and clarify issues. This can help agents provide more accurate and effective assistance, ultimately leading to better customer experiences. ![This%20image%20shows%20the%20differences%20between%20What%20app%20SMS%20for%20customer%20support.%20WhatsApp%20has%20proven%20to%20be%20a%20better%20support%20channel%2C%20as%20it%20has%20free%20user-initiated%20conversations%2C%20it%20allows%20you%20to%20provide%20context%20with%20images%20and%20videos%20and%20delivery%20and%20read%20receipts%20are%20supported.](https://images.ctfassets.net/ph8r57dk1q9w/6MiCty16Llk35YgoikMnBl/e22c889fac77cbe177885eecd48c0279/concepts-sms-vs-whatsapp-image-08_de9bbcc4cdada19f1cc84650723b501c.png) Thanks to its automation possibilities, businesses can automate most things from auto replies to interactive WhatsApp messages to create a smooth customer journey and reduce agent load. Businesses can build very simple [WhatsApp auto reply](https://respond.io/blog/whatsapp-auto-reply) messages and [WhatsApp schedule messages](https://respond.io/blog/whatsapp-schedule-message) to quickly address customers and set expectations FAQs are one of the most popular types of [WhatsApp automation](https://respond.io/blog/whatsapp-automation). They are often used to enable customer self-servicing. For example, a single [FAQ menu](https://respond.io/blog/facebook-messenger-for-customer-service#toc-mobile-8) can display a few buttons to answer common questions, redirect customers to a website or even [route them based on their needs](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio). Customers can also enable WhatsApp read receipts to see when their messages have been delivered and read, providing them with more transparency and assurance that their issue is being addressed. Let’s jump straight into the next use case. How does WhatsApp compare to SMS for marketing messages? #### Marketing & Remarketing [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) can provide several benefits over [SMS broadcasts](https://respond.io/blog/sms-marketing-sms-broadcast) for businesses looking to reach their customers through targeted mass messaging. One of the primary advantages of WhatsApp broadcasts is the ability to send rich media content such as images, videos and audio messages to customers. This makes marketing messages more engaging and interactive, ultimately leading to better outcomes than text-only SMS broadcasts. WhatsApp broadcast also allows for better personalization and targeting. For example, businesses can send messages to specific audiences segmented by [Contact Fields](https://help.respond.io/workspace-settings/contact-fields), [Tags](https://help.respond.io/contacts/contact-details#tags) or specified conditions. ![This%20image%20compares%20whatsapp%20SMS%20for%20marketing%20and%20remarketing.%20The%20former%20is%20a%20better%20choice%20as%20it%20allows%20you%20to%20broadcast%20rich%20media%2C%20lead%20generation%20is%20more%20cost-effective%2C%20and%20you%20can%20even%20generate%20free%20leads%20through%20free-entry%20points](https://images.ctfassets.net/ph8r57dk1q9w/yRHz8Z7VkMXFeVwAwbpad/00a7431fb87c251d6f14c9089a1cd035/concepts-sms-vs-whatsapp-image-09_f6011be428de93b35366d71d211811f2.png) In terms of marketing costs, there is no clear winner, as this depends on factors like SMS provider or WhatsApp Partner. However, [WhatsApp’s lead generation](https://respond.io/blog/whatsapp-lead-generation) is more cost-effective. With WhatsApp’s per-message pricing model, agents can reply to messages from customers who show interest without being charged for every single outbound message. Businesses can also save costs by generating leads via [free-entry poin](https://developers.facebook.com/docs/whatsapp/updates-to-pricing#:~:text=pricing%20in%202023-,Changes%20to%20free%20entry%20point%20conversations%3A%20Effective%20March%201%2C%202023,-Conversations%20are%20not)[ts](https://developers.facebook.com/docs/whatsapp/updates-to-pricing#:~:text=pricing%20in%202023-,Changes%20to%20free%20entry%20point%20conversations%3A%20Effective%20March%201%2C%202023,-Conversations%20are%20not) such as [WhatsApp buttons on Facebook Page](https://respond.io/blog/how-to-add-whatsapp-button-on-facebook-page) at zero cost. WhatsApp also comes with a number of tools for marketing that SMS lacks. For instance, businesses can advertise their products or services on Meta’s social media platforms like Facebook and Instagram and drive conversations to WhatsApp using [WhatsApp click-to-chat ads](https://respond.io/blog/whatsapp-ads#toc-mobile), another free-entry point. When customers message you via these ads, a free conversation window period is opened for [72 hours](https://respond.io/blog/whatsapp-ads#toc-mobile-2). Note that the ads themselves are not free, but simply the messages that are sent during the conversation window. If you want to send a message outside the free entry points, you can send marketing templates that raise awareness about your brand or products, sell your products, retarget existing customers and build customer relationships. As we reach the end of this article, there is one question left. Which one is the right choice for you? ### WhatsApp vs SMS: Which One is for You? There are still plenty of businesses using SMS. For companies that have been around for some time, it is a challenge to change from traditional communication channels to instant messaging channels like WhatsApp. Sometimes, they are not familiar with the benefits of integrating WhatsApp as one of their customer communication channels. However, WhatsApp is a better choice for businesses that operate in regions where WhatsApp is popular. As mentioned, it is superior in terms of pricing, engagement and messaging features, while having fewer restrictions. Plus, WhatsApp is conversational by nature, making it suitable not only for marketing and notifications but also sales and support. Connect to respond.io to [integrate your CRM](https://respond.io/blog/whatsapp-crm) and use sales and support automation. To get started with WhatsApp for business, [try respond.io for free](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and [get your WhatsApp API account](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) in minutes. ### Further Reading If you’ve found this article interesting, here are some additional readings you may like: - WhatsApp Business Multiple Users: 5 Steps Guide (+Examples) - WhatsApp Business Metrics: How to Track WhatsApp Analytics - WhatsApp CRM: Integrating WhatsApp with a CRM on respond.io ## [Social Commerce Platform: A Guide for Businesses ](https:/respond.io/blog/social-commerce) Businesses are using social commerce platforms to boost online sales. How? Read this article to learn everything you need to get started with social commerce. In recent years, the concept of social media commerce has emerged as a powerful force. By combining the influence and reach of social media platforms with the convenience of online shopping, it is revolutionizing how businesses engage with their customers and sell products or services. In this article, we will talk about its benefits and how it differs from conventional e-commerce. We’ll also showcase businesses that have embraced social commerce platforms and discuss what makes respond.io a competitive social commerce platform. ### What is Social Commerce? Social commerce refers to the integration of social media and online shopping. It leverages the vast user base and engagement potential of social media platforms to facilitate the buying and selling of products or services directly within the social media environment. Rather than redirecting users to external e-commerce websites, social commerce platforms offer seamless shopping experiences, allowing consumers to browse, compare, purchase and share their purchases without leaving the social media platform. This term shouldn’t be mistaken for [e-commerce](https://respond.io/blog/omnichannel-ecommerce). In the next section, we’ll discuss the differences between both terms. #### Social Commerce vs E-commerce Traditional e-commerce often involves multiple steps, from discovering a product to navigating through various pages before completing a purchase. Unlike conventional e-commerce, which primarily relies on dedicated online stores or marketplaces, social commerce integrates shopping functionality directly into social media platforms. This integration blurs the lines between social interaction and commercial transactions. By eliminating the need for users to navigate to external websites, the purchasing process becomes quicker and more convenient. ![This%20image%20shows%20the%20difference%20between%20social%20commerce%20and%20social%20e-commerce.%20Unlike%20social%20e-commerce%2C%20which%20primarily%20relies%20on%20dedicated%20online%20stores%20or%20marketplaces%2C%20social%20commerce%20integrates%20shopping%20functionality%20directly%20into%20social%20media%20platforms.](https://images.ctfassets.net/ph8r57dk1q9w/5TKHmsEu1v4zKNfxCRCsH5/6a6c66fa18958327783fe1b6595ce5aa/concepts-what-is-social-commerce-image-01_bbde365253e1c1f4ff122a665694fbf1.png) Some popular social commerce platforms include [WhatsApp](https://respond.io/blog/how-to-get-whatsapp-api), [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [WeChat](https://respond.io/blog/wechat-official-account), [LINE](https://respond.io/blog/line-business), and [Instagram](https://respond.io/blog/instagram-business-chat). These platforms have recognized the potential to monetize their vast user base by offering integrated shopping experiences. For instance, [Instagram's Shop](https://business.instagram.com/shopping/?content_id=zILibDk0hFkzoPS&ref=sem_smb&utm_term=dsa-1876982531654&gclid=CjwKCAjwsvujBhAXEiwA_UXnAHaIA-49GIq0sq5otGeuAQYEI54M6VQ2LHkyJqYddq-xr34P2xOl-BoCJAQQAvD_BwE) feature enables businesses to showcase and sell products directly within the app, while WeChat's mini-programs allow users to browse and purchase items without leaving the messaging platform. In recent times, messaging channels have also jumped into the e-wallet trend, bridging the gap between social media platforms and online stores even more. Some examples are [Facebook Pay](https://respond.io/blog/facebook-pay) and [WhatsApp Pay](https://respond.io/blog/whatsapp-pay-everything-about-whatsapp-payment) by Meta. With this in mind, let's delve into the reasons why adopting a social commerce strategy has become increasingly beneficial for businesses and consumers alike ### Benefits of Social Commerce Here are three reasons why businesses are using it to elevate their online presence and drive more sales: ![This%20image%20shows%20why%20you%20should%20consider%20being%20part%20of%20the%20social%20commerce%20trends%3A%20Enhanced%20user%20experience%2C%20increased%20reach%20and%20engagement%20and%20simplified%20conversion%20process.](https://images.ctfassets.net/ph8r57dk1q9w/1s8hptsFvmZme0WojeQTCD/0454b419b7ff9306aaaf1011f6ca9b24/concepts-what-is-social-commerce-image-02_b7386b65830932065116e4116a44651a.png) 1. Enhanced user experience: Social commerce provides a seamless and personalized shopping experience within the familiar environment of social media. Users can discover products through recommendations, reviews, and influencers they trust, creating a sense of authenticity and fostering engagement. 2. Increased reach and engagement: Businesses can tap into the massive user base and high engagement levels of social media platforms. Social commerce allows for greater visibility, as users can easily share products or recommend them to their networks, amplifying brand exposure and generating organic growth. 3. Simplified conversion process: Social commerce streamlines the buying process, reducing friction and increasing the likelihood of conversion by allowing users to make purchases directly within the social media platform. Having explored the benefits, let's shift our focus to examine practical instances where businesses have leveraged this approach to drive their online presence and increase sales. ### Examples of Social Commerce Strategies While more and more businesses are gradually embracing this trend, we have selected two specific cases to showcase the transformative impact it can have on business growth and success. #### Social Commerce Instagram: How Glossier Does It Glossier is a cosmetics and skincare company that has gained significant popularity on its social commerce platforms, engaging customers and driving sales. Glossier's strategy revolves around creating a strong online community and producing user-generated content. It has built a highly engaged following on platforms like Instagram, where it showcases products and encourages customers to share their own experiences and photos using branded hashtags. ![This%20image%20shows%20how%20Glossier%20does%20Instagram%20social%20commerce.%20Glossier%20uses%20social%20commerce%20platforms%20as%20a%20direct%20sales%20channel.%20It%20has%20a%20seamless%20shopping%20experience%20integrated%20into%20their%20social%20media%20accounts%2C%20allowing%20users%20to%20browse%20and%20purchase%20products%20without%20leaving%20the%20platform.](https://images.ctfassets.net/ph8r57dk1q9w/1keLVnjn1DUxqiWqSnHjvW/1ccc0243f4bd9a0f3497c9d1e13a7947/1_370ce21feacda135b6f59f2841c37313.jpg) Additionally, Glossier uses social commerce platforms as a direct sales channel. It has a seamless shopping experience integrated into their social media accounts, allowing users to browse and purchase products without leaving the platform. Glossier also implements influencer marketing strategies, collaborating with popular beauty influencers to promote their products and reach a wider audience. #### Social Commerce Instagram: How Fashion Nova Does it Fashion Nova's strategy centers around influencer marketing and user-generated content. It collaborates with a wide range of celebrities, fashion bloggers, and social media influencers who promote their products on platforms like Instagram. These celebrities often share photos and videos of themselves wearing Fashion Nova outfits, creating a desire among their followers to purchase the same items. Most importantly, Fashion Nova implements social media advertising and retargeting campaigns to reach their target audience. ![This%20image%20shows%20how%20Fashion%20Nova%20does%20Instagram%20social%20commerce.%20By%20displaying%20personalized%20ads%20and%20retargeting%20users%20who%20have%20engaged%20with%20their%20brand%2C%20Fashion%20Nova%20maximizes%20its%20chances%20of%20converting%20social%20media%20users%20into%20customers.](https://images.ctfassets.net/ph8r57dk1q9w/2AstC7IZriPs0VzGzRjKXs/09a4aa0bf862a1a1562d43458e769528/2_5ee6d57156cca4f507b32f4cfbbb5522.jpg) It also utilizes social commerce platforms like Facebook, Instagram, and Snapchat to target users who have shown an interest in fashion and related topics. By displaying personalized ads and retargeting users who have engaged with their brand, Fashion Nova maximizes its chances of converting social media users into customers. If you’ve found these success stories inspiring, keep reading. We’ll share how you can use respond.io to implement a social commerce strategy for your own business and achieve similar results. ### Why Use Respond.io as a Social Commerce Platform By integrating your messaging channels with respond.io, you’ll transform your customer communication experience. Here are some best practices to optimize your strategy with respond.io. #### A Single Inbox for All Social Commerce Platforms Respond.io supports popular channels such as WhatsApp, Facebook Messenger, WeChat, LINE, and Instagram, all in one place. Businesses can answer customer inquiries from different messaging channels from an [omnichannel inbox](https://respond.io/blog/omnichannel-communication). The convenience of managing multiple channels in one place simplifies customer communication and saves time. But when adopting an omnichannel approach, it is common to end up with siloed conversations across multiple channels. ![This%20image%20shows%20how%20you%20can%20use%20respond.io%27s%20omnichannel%20inbox%20for%20Instagram%20social%20commerce%2C%20Facebook%20social%20commerce%20and%20more.](https://images.ctfassets.net/ph8r57dk1q9w/55vzSdfUH3UOOTPUJfl1xg/d3dcbcc9edb22142d54ef2ac24a8e814/contact-merge-2_7b2ec1baed84f7799d83aa55d7d649d0.gif) [Respond.io's Contact Merge feature](https://respond.io/blog/merge-contacts) provides businesses with a holistic customer view by consolidating customer conversations into a single profile. This unified view enables businesses to understand customer preferences, history, and behavior, ensuring a personalized and consistent experience throughout the customer journey. #### Advanced Automation with Workflows The [Workflows Module](https://help.respond.io/workflows/workflows-overview) is respond.io’s automation builder, designed to streamline company tasks with little to no agent input. Businesses doing social commerce can use Workflow to automate many of their processes. To create the best first impression, build a [welcome message Workflow](https://respond.io/blog/whatsapp-greeting-message#toc-mobile-12) to greet new customers that start a conversation with you. To manage response times expectations when there are no available agents, you can build an [away message Workflow](https://respond.io/blog/away-message-for-business#toc-mobile-4). ![This%20image%20shows%20how%20you%20can%20use%20respond.io%20workflows%20to%20automate%20commerce%20social%20processes%20and%20increase%20engagement%20and%20conversions.](https://images.ctfassets.net/ph8r57dk1q9w/6bPhM9IWUadSYbSULLhTDx/e62e5da8f97b51d0c1d50e836a8d9e9e/screenshot-2023-06-06-at-45201-pm_433087bdcb44bc15361f3c1e39798a8d.jpg) When done manually, conversation routing and agent assignment take valuable agent time and are not always consistent. Instead, try building a [Workflow to route conversations](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) to your customer-facing teams using your preferred routing logic. On a similar note, [create your own automatic assignment logic](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to distribute inbound conversations within teams with efficiency. Some businesses based on consultations or services benefit from collecting customer information before the conversation. For such cases, businesses can easily [create pre-chat surveys](https://respond.io/blog/pre-chat-survey#toc-mobile-10) with the *Ask a Question* Workflow Step. #### Agent Performance Monitoring with Advanced Analytics [Respond.io’s Reports Module](https://help.respond.io/dashboard-reporting/dashboard) enables businesses to monitor agents' performance through advanced analytics. Businesses can use it to track response times, resolution times and other key performance indicators. ![This%20image%20shows%20how%20to%20use%20the%20respond.io%20Reports%20Module%20to%20view%20your%20social%20commerce%20statistics%2C%20including%20agent%20performance%20and%20response%20times.](https://images.ctfassets.net/ph8r57dk1q9w/1VyA7ZWG2zR9ay5ZDoc9F3/2c8ecdb395039dffb76d2bbc3a8ed630/screenshot-2023-06-06-at-50944-pm_3eab363c7323ea6b6ae201b82b91c42e.jpg) Most importantly, the [Contacts tab in the Reports Module](https://help.respond.io/dashboard-reporting/reports-leaderboard) displays several leaderboards with a user-friendly interface. With the help of filters, you can get granular insights into your company teams and users. #### Link Generation for Seamless Redirection Respond.io allows businesses to [generate links](https://help.respond.io/quick-start/getting-contacts-to-message-you#generate_a_scannable_qr_code_or_shareable_chat_link) for different business messaging channels such as [Instagram DM](https://respond.io/blog/instagram-direct-message-link), [WhatsApp](https://respond.io/blog/whatsapp-link-for-instagram) or [Facebook Messenger](https://respond.io/blog/messenger-link). Once created, these links can be shared across social media platforms. ![This%20image%20shows%20respond.io%27s%20link%20generator%2C%20whih%20you%20can%20use%20to%20create%20links%20for%20the%20most%20popular%20messaging%20channels%20and%20create%20new%20customer%20entry%20points.](https://images.ctfassets.net/ph8r57dk1q9w/201nPIw898cbnrswstPiDe/3f5b38b8adb81f3e52eea03ab98dffb5/screenshot-2023-06-06-at-51234-pm_a701e3358fa5443a0a3b2514231f99fc.jpg) By leveraging link generation, businesses can prompt conversations and increase conversions from their social media effortlessly. #### Integration with External Platforms Respond.io features native integrations with [Zapier](https://help.respond.io/integrations/zapier) and Make.com — the two most popular software for app integrations, letting businesses integrate with a plethora of [e-commerce platforms and CRMs](https://help.respond.io/e-commerce-crm-integrations). ![This%20image%20shows%20respond.io%27s%20native%20integrations%20](https://images.ctfassets.net/ph8r57dk1q9w/73OU6WvtuqoCBRGlpmyJ92/178810a042918078491c63f7573e515f/screenshot-2023-06-06-at-52428-pm_a16882190ceca37fd9c752c078b1b8fd.jpg) This integration capability allows businesses to seamlessly share data between respond.io and other platforms, ensuring smooth information flow, streamlined operations and cohesive customer experiences. In conclusion, social commerce has emerged as a game-changer in the business world, enabling companies to connect with customers, drive conversions, and foster brand loyalty like never before. With respond.io, you can unlock the full potential of this innovative trend and revolutionize your customer communication. Ready to get started? [Sign up for a free trial](https://app.respond.io/user/register) and witness respond.io’s benefits firsthand. ### Further Reading Want to know more about business messaging? Here are some readings that might interest you. - Conversational Commerce: A Guide to Conversational Commerce Platform - How to Use an Omnichannel Retail Strategy to Drive Engagement and Sales - Conversational Support: How it Improves Customer Experience ## [Social Media Lead Generation: Tactics and Examples](https:/respond.io/blog/social-media-lead-generation) Looking to do social media lead generation on a lower budget? Try these organic tactics to engage prospects in conversations. Do you want to boost social media lead generation while reducing ad spend? You’ve come to the right place! Our customers have used creative organic tactics to get leads into Facebook Messenger, Instagram and WhatsApp and convert those leads into customers. We’ll show you how you can do it too. ### What is Social Media Lead Generation? When most people think of social media lead generation, the first thing that comes to mind is ads and boosted posts. While paid ads are essential for growing your business quickly, budgets are limited. In these tough economic times, [75% of marketing leaders report needing to do more with less](https://hbr.org/2023/06/marketing-when-budgets-are-down). One way to make the best use of your budget is by using new methods to draw leads into a chat organically. When you’re using chat for sales, getting prospects to start a conversation is how opportunities begin. That’s a key part of our [conversation-led growth framework](https://respond.io/blog/conversation-led-growth#toc-mobile-6), which begins with capturing leads. Many customers prefer to communicate on [WhatsApp](https://respond.io/blog/whatsapp-business-api), but they typically discover a business through search or social media. One of the most effective methods for social media lead generation is through [click-to-chat ads](https://respond.io/blog/click-to-chat-ads). However, you can capture leads through social media with organic methods as well. Building excitement with live events or interactive posts and stories along with clearly directing customers how to contact you boosts engagement. Here are three ways that our customers use organic marketing for social media lead generation to start conversations and maximize conversions. ### Social Media Lead Generation: Make It Easy for Prospects to Reach You Through Chat Buttons The most basic step for social media lead generation is to make it easy for prospects to reach you. Of course people can send you a private message when they visit your social pages, but often visitors need additional prompting. #### Add WhatsApp Chat Buttons With Facebook, you can add a chat button to any post and choose whether it goes to Messenger or to WhatsApp. Both Facebook and Instagram allow you to add a [contact button to your profile](https://respond.io/blog/whatsapp-link-for-instagram) so followers can message you via WhatsApp if that’s their preferred channel. ![screenshot%20showing%20how%20to%20add%20a%20WhatsApp%20button%20to%20Facebook%20for%20social%20media%20lead%20generation](https://images.ctfassets.net/ph8r57dk1q9w/RoHXhEP1yeee5djhrIiSm/bd53ae3b3ee00de7455df67ba8a0df18/screenshot-2024-04-26-at-32815-pm_9624fb6f384ba7d9d3cf977d9715ade1.jpg) We recommend using an [omnichannel inbox](https://respond.io/blog/omnichannel-communication#toc-mobile-4) so no matter which channel prospects choose to contact you on, you’ll get all their messages in one place. Customers may use several different channels to contact you throughout their journey. For example, a prospect may ask a question via Facebook Messenger when they first visit your page. Then later, they might see a post and click on the WhatsApp button. The more ways there are for customers to reach you, the more convenient it is for them to have a conversation. You’ll want to make sure you can identify these prospects if they come in on a different channel to give them a consistent experience. A conversation management platform like respond.io enables you to keep all your contacts and messages in a single inbox so you don’t need to constantly monitor your social channels. ### Social Media Lead Generation: Engage with Facebook Live Shopping Another method for social media lead generation is through live events on social media. Facebook Live Shopping offers a unique opportunity to engage with viewers in real-time while showcasing your products. This feature allows you to conduct live product demonstrations and answer questions live, creating a dynamic shopping experience. By providing exclusive deals during these sessions, you can convert live viewers into leads. The interactive nature of live shopping encourages participation and increases the likelihood of viewers sharing the event with friends, broadening your reach organically. #### Example: Jewelry Business Reaches Thousands with Live Shopping One of our customers, a jewelry business, has seen success with this method. They regularly host live shopping sessions and capture contacts through comments and Facebook Messenger. This generates some sales on the spot and gets prospects into their list for retargeting. The business builds excitement for the event as viewers know they can only see it for a limited time. Their Live Shopping events get over two thousand views and considerable engagement from comments and messages. ![image%20of%20a%20woman%20displaying%20a%20jewelry%20product%20showing%20how%20to%20generate%20leads%20on%20Facebook%20for%20a%20Facebook%20Live%20event](https://images.ctfassets.net/ph8r57dk1q9w/3gw9aIFdvv5i5Ft8NhfqGz/48ca51cb609c053c15d1f41c43d2d9be/screenshot-2024-05-20-at-104937-am_eaf0cfa7c6cd510c03b541fd63991e28.jpg) Customer Success Manager Joshua Loo recommends asking viewers to send a comment or private message using a code. The code is a discount code that also serves to identify how leads are coming in. The jewelry business has seen positive results with this social media lead generation method. Using respond.io, they set up a [chat automation Workflow](https://respond.io/blog/inbound-conversations#toc-mobile-3) to direct prospects using the code to a specific sales agent. ### Social Media Lead Generation: Instagram Story Reply Another innovative way our customers do social media lead generation is through Instagram story replies. Instagram stories are often more visible than posts, and it’s easy for prospects to directly send you a message through them. When viewers send a message or even a reaction other than a ❤️, it will go to your inbox so you can continue the conversation. You can also control whether Story replies open new conversations, letting you filter out low-intent reactions during non-campaign periods. #### Example: Health and Beauty Business Leverages Influencers and Contests on Instagram One business in the health and beauty industry leverages influencers in their Instagram stories to get leads into conversations. Influencers attract more attention and boost demand for the product. They also use other creative methods to engage their followers including asking questions and hosting contests and giveaways. For example, they invited followers to participate in a lucky draw contest and announced the winners one by one in their stories. The chance to win something builds excitement and looking forward to the announcement of the winners keeps followers watching the stories daily. #### Example: Award-Winning Instagram Story Reply Campaign Here’s another example of a widely successful story reply campaign for social media lead generation. This award-winning initiative was used by Guinness to reach younger audiences on Instagram. ![social%20media%20lead%20generation%20example%3A%20phone%20screens%20with%20emojis%20and%20photos%20of%20the%20recipes%20the%20emojis%20were%20used%20to%20create](https://images.ctfassets.net/ph8r57dk1q9w/3NpC7t1dsfa4zcDejsassq/8a14071198439d70cde464531935e2d5/screenshot-2024-02-16-at-115420-am_1b2ac2741e2c51dd192f70df66212cba.jpg) Viewers were asked to reply to the story with emoji to create a unique recipe using Guinness. This generated thousands of replies, and the suggestions were turned into real recipes. Emoji replies are a fun way to get people to interact with different categories of products as well. ### Use Respond.io to Manage Your Social Media Lead Generation When you’re generating leads from social media into WhatsApp, Facebook and Instagram, it’s difficult to manage them if you have to constantly switch between channels. A conversation management platform like respond.io brings all your conversations into a unified inbox so you’ll never miss a lead. Automate your chats to respond instantly when leads come in whether through chat buttons and links, Facebook Live or Instagram story replies. Segment leads for further targeting and [send broadcasts](https://respond.io/blog/whatsapp-bulk-message) to follow up. With a conversation management platform, you can also [integrate with a CRM](https://respond.io/blog/whatsapp-crm) to manage your leads through the customer lifecycle. See for yourself how [respond.io](http://respond.io/) can help manage your social lead generation and convert leads into sales. Try it free today or contact us for a [customized demo](https://respond.io/demo). ### Further Reading If you’ve found this article helpful, check out these other blogs out to learn more. - How to Generate Leads on Facebook: Explained with Examples - WhatsApp Lead Generation: How to Use WhatsApp to Get More Leads - Click to Chat Ads for Lead Generation: The Ultimate Guide ## [Spam Management: Clear Your Inbox Clutter ](https:/respond.io/blog/spam-management) Dealing with spam can waste your time and prevent you from helping customers in a timely manner. Learn about the spam management strategies that can help you improve productivity. Are spam messages wasting your agents’ time and diverting them away from your customers? Spam management can help you clear the clutter so that you can focus on your customers. In this article, you’ll learn what spam is, how it affects businesses and the strategies for managing spam over instant messaging. ### What is Spam? Spam refers to unwanted messages that are sent through various communication channels. It is a common nuisance and can be found in different forms across several platforms, including instant messengers like [WhatsApp](https://respond.io/blog/whatsapp-business), [Viber](https://respond.io/blog/viber-for-business) and [Telegram](https://respond.io/blog/telegram-for-business), email, social media, blogs and forums. These messages contain all kinds of content. They can come in the form of promoting products, services or scams. While spam is annoying, it also poses a serious problem for businesses that receive it. So, what happens when businesses don’t implement spam management strategies? ### What is the Impact of Spam on Businesses? Spam affects everyone. In fact, about [half of email traffic](https://www.statista.com/statistics/420400/spam-email-traffic-share-annual/) is spam. The high volume of messages alone is concerning, but the lack of spam management will have other effects that it has on businesses. ![Spam%20can%20have%20adverse%20effects%20on%20businesses](https://images.ctfassets.net/ph8r57dk1q9w/40f4c2ypFikfOBPeVoWjun/a5f168cda6a0575ee640bf2695beed3c/concepts-spam-management-image-01_0ebf18fea618bcd150ced876991905b3.png) It can impede productivity, lead to missed opportunities, disrupt operations and jeopardize data security. Let’s explore these issues in further detail. #### Spam Over Instant Messaging: Loss of Productivity One of the major issues with spam messages is that they waste valuable time and resources. Agents have to sift through unwanted messages to identify and address legitimate ones. This is time-consuming and it diverts their focus away from customer needs. Furthermore, agents may also have to dedicate extra time to report spam messages to their IT or security teams. While reporting spam is essential for improving filtering systems, it adds to the workload, further reducing overall productivity. #### Spam Over Instant Messaging: Financial Losses Spam messages can cause legitimate messages from clients, partners, or other stakeholders to easily get lost or overlooked. This can lead to a high risk of missed business opportunities or crucial information not being promptly addressed, potentially leading to lost sales, delayed projects or missed deadlines. For instance, a potential client's inquiry or a time-sensitive proposal from a partner may be mistakenly categorized as spam, causing the business to miss out on potential deals. Additionally, spam can adversely impact customer engagement and retention. If legitimate messages from customers get lost or overlooked, there might be delayed responses or even no response at all. This can lead to a loss in potential business. #### Spam Over Instant Messaging: Operational Losses Businesses risk operational slowdown if they receive too much spam. Messages with large attachments or images can consume a significant amount of bandwidth. As the volume of incoming messages increases, it strains the network, reducing available bandwidth for legitimate business communications. Moreover, a large volume of spam occupying server storage can reduce the available storage space for customer messages, requiring additional investments in storage infrastructure. #### Spam Over Instant Messaging: Security Breaches Spam messages that contain malicious links can pose significant security risks to businesses. These links can lead to various security breaches. Two common examples are phishing and the distribution of harmful software. ![Spam%20over%20instant%20messaging%20can%20lead%20to%20security%20breaches](https://images.ctfassets.net/ph8r57dk1q9w/54dDZgomnitG0MiWVkRoRH/5b453fc55bfe42fcbace5c16442feeee/concepts-spam-management-image-02_b13100d0ace4fa42cc945ba370206a1d.png) Phishing is a technique where spammers send fraudulent messages that appear to be from trustworthy sources, such as well-known companies. If employees fall for these phishing attempts and unknowingly share sensitive information, it can lead to data breaches and unauthorized access to critical systems. Spam can also include links that lead to the download of malicious files, such as viruses, spyware, ransomware, or Trojans. Once installed on a computer, they can wreak havoc by stealing sensitive data, disrupting operations, or demanding ransom payments. Clearly, dealing with spam is crucial. It saves your agents valuable time by reducing the need to interact with spam messages. This allows them to improve their overall response rate as they have more time to focus on legitimate inquiries. Learn how you can implement spam management strategies in the next section. ### Managing Spam: 5 Strategies to Prevent Unwanted Messages Good spam management strategies help agents identify and handle spam, reducing its impact on their workflow. But to implement one, you need the right tools to help you, like respond.io. ![Prevent%20spam%20over%20instant%20messaging%20by%20managing%20spam](https://images.ctfassets.net/ph8r57dk1q9w/5cmXTNr7tw9pDG3uxzJ5Jg/b7da3f697258ded1bcc14d31cfe63c99/concepts-spam-management-image-03_d5ae06b80865bc162a07de963aa71d40.png) Respond.io is a customer conversation management software that is designed to handle a large volume of customer conversations. It combines communication channels like [email](https://help.respond.io/email/email-overview), [WhatsApp](https://respond.io/blog/whatsapp-business) and more into [one omnichannel inbox](https://respond.io/blog/omnichannel-communication). This helps your agents handle spam across all channels in one place. Now, let’s take a look at the best spam management strategies with respond.io. #### Spam Management: Manually Flag Spam If a spammer messages you for the first time, you can manually flag them in [just a few clicks](https://help.respond.io/workflows/workflow-triggers#trigger_shortcut) on respond.io. Setting this up is easy with the [Mark Contact as Spam](https://help.respond.io/inbound-conversations/managing-spam#workflow_setup) template in the Workflows automation module. Here’s a guide to creating this spam-flagging shortcut. 1\. **Select** the *Workflows* module. ![Mark%20a%20customer%20as%20spam%20on%20respond.io%3A%20Step%201](https://images.ctfassets.net/ph8r57dk1q9w/5efzkawvc2tR6Kuq7eseyG/0a4d0710c123133ca88c49b6edb1b205/step-1_f9a9a4ceae26af865f2ff951d205dad2.png) 2\. **Click** on + *Add Workflow.* ![Mark%20a%20customer%20as%20spam%20on%20respond.io%3A%20Managing%20spam%20over%20instant%20messaging](https://images.ctfassets.net/ph8r57dk1q9w/3srzbXgP7zjFPj3xDmbV95/4fa29ba1bcb6f5ec86af3a4fae616cd1/step-2_f3b7ba8078373d08919bd4f3257d3426.png) 3\. **Select** *Mark Contact as Spam* Template. ![Managing%20spam%20over%20instant%20messaging%20on%20respond.io%3A%20Step%203](https://images.ctfassets.net/ph8r57dk1q9w/UCsko9bfRjDUU8P19pRUT/acdf8f33d934ac30b4686ebec5c41444/untitled-1_ae2ed9b05169a075cff9d94c17d6b630.jpg) 4\. **Click** *Use Template.* ![Mark%20a%20customer%20as%20spam%20on%20respond.io%3A%20Step%204](https://images.ctfassets.net/ph8r57dk1q9w/4sLrqf3UDQhtxIValqbyD2/024d4d93a33341f264b1ee9c21191ae9/step-4_19eabe49d0444dc9167b8e7d2f707d3a.png) 5\. Select ***Publish***. ![Mark%20a%20customer%20as%20spam%20on%20respond.io%3A%20Step%205](https://images.ctfassets.net/ph8r57dk1q9w/17XWe723kbJf9aUi7O2wlO/54fa7da65d6a21492ad68566c9613c3b/step-5_43ae8153a556d85f57e201fdeea6dab9.png) You’re done. Once you’ve tagged a contact as spam, it will close the conversation. #### Spam Management: Automatically Filter Spam You don’t always have to flag returning spam contacts manually. Once a contact has been identified as a spammer, you can include a [spam filter](https://help.respond.io/inbound-conversations/managing-spam#filter_returning_spam_contact) in any Workflows chat automation, freeing up agents’ time to engage with real customers instead. ![Spam%20filter%20to%20automatically%20manage%20spam](https://images.ctfassets.net/ph8r57dk1q9w/1gXNbUnrFtbgCAU1uDYzWe/953bc2939d92e81daf5937e6cfc98611/automatic-spam-filter_86db14be64b0deecb7702b34d31c4e91.png) You can set up the automatic spam filter by [adding a branch step](https://help.respond.io/workflows/workflow-steps#step_branch) to an existing or new inbound conversation Workflow. With the release of respond.io AI Agents, there is a better way to achieve this. You can create, customize and train an AI Agent to perform multiple tasks, including spam management. With the [Spam Handling prompt template](https://respond.io/help/ai-agents/using-prompt-templates#instructions), you can instruct your AI Agent to detect spam and close the conversation with an appropriate closing note. #### Spam Management: Educate Agents about Spam Tactics Help agents stay informed about common spam tactics to recognize and avoid potential spam messages. By providing agents with the necessary knowledge and awareness, businesses can minimize the risk of falling victim to spam-related security threats. Some examples of spammy or suspicious messages include bad spelling and grammar, promises of unrealistic opportunities and unsolicited attachments. #### Spam Management: Avoid Clicking on Suspicious Links Whether in emails, instant messages or other communication channels, agents need to be cautious about clicking on links from unknown or suspicious senders. This is to safeguard sensitive information and maintain the integrity of your device and network. These links may lead to websites or downloads that compromise security. Always exercise vigilance and verify the legitimacy of links before interacting with them. Agents should be cautious and proactive in notifying the team lead or relevant authorities about suspicious messages. #### Spam Management: Report Spam for Further Investigation Reporting spam for further investigation is crucial to detect and address a high number of spam conversations effectively. Agents should be encouraged to report spam by [tagging](https://help.respond.io/contacts/contact-details#tags) spam messages and providing a summary of the conversation with [Closing Notes](https://help.respond.io/workspace-settings/closing-notes), so managers can easily identify and track spam-related issues. They provide valuable insights into the nature of spam messages and patterns that might have evaded initial filtering. This information can be used to conduct further investigations to understand the tactics employed by spammers. With the know-how and tools to manage spam at your disposal, you can help free up your agents’ time to help customers, avoid losses and prevent potential security breaches. Ready to improve the way you handle conversations with your customers? Sign up for a [free respond.io trial today](https://app.respond.io/user/register). ### Further Reading If you enjoyed reading this article, check out our blogs on managing customer conversations below: - Chat Routing: How to Build a Chat Route to the Right Team - Escalation Management: A Guide to Customer Escalation - Conversational Support: How it Improves Customer Experience ## [Supercharge TikTok Messaging Ads on Respond.io ](https:/respond.io/blog/tiktok-messaging-ads) TikTok Messaging Ads and respond.io is a recipe for sales success. Maximize the potential behind this latest integration to capture customers, convert leads and retain business. When respond.io was founded in 2017, we never imagined partnering with some of the biggest names in tech one day. While we’ve now enjoyed significant success, no achievement is as rewarding as the trust and recognition given by our customers and industry giants like our partners. With that, we’re thrilled to announce respond.io's partnership with TikTok to support TikTok Messaging Ads, unlocking a new way for your business to attract, convert and retain customers like never before. If you’re interested in increasing sales exponentially, this is the breakthrough you’ve been waiting for. 🚀 ### Attract on TikTok, Convert on Respond.io TikTok’s massive user base is highly engaged, with 1 billion users spending more time on the platform than on Facebook and Instagram combined. It’s especially popular among Gen Z users but generations of audiences are on the app, intrigued by dance trends, viral challenges, and valuable influencer-driven content. Savvy businesses know how to make the most of the opportunities TikTok presents. They participate in the latest viral trends to promote new products or collaborate with influencers who share authentic customer reviews to boost brand credibility and reach via social proof. By leveraging TikTok Messaging Ads, your business can tap into this vibrant ecosystem to attract new customers. This is where respond.io comes in. Engaging TikTok content hooks curious customers, while respond.io reels them into your sales funnel. The omnichannel platform is purpose-built for sales on any popular messaging app, while our [Conversation-Led Growth™ framework](https://respond.io/blog/conversation-led-growth) empowers you to capture, convert and retain customers, turning casual interest into repeat purchases. ![On%20respond.io%2C%20you%20can%20track%20which%20TikTok%20Messaging%20Ad%20led%20to%20a%20conversation%20in%20the%20Inbox%20Module](https://images.ctfassets.net/ph8r57dk1q9w/4E7AX5zOtdfjvFf7aRvhAM/cc4fe32a4ea2f5a638a9b51e3b471841/65ab58537be36d87dd755fcfc9e80d11_b3a96b63a8cf239df6bb8eac6f4edfb8.png) #### Manage Large Volumes of Messages Easily and Customize Journeys for High-Quality Leads TikTok’s huge user base means lots of ad clicks. Our stable and robust platform is ready to handle the influx of chats from all your connected channels with no downtime or delays, and numerous tools for effective conversation management. Our Workflows chat automation builder and Respond AI Agent can automatically answer FAQs, qualify leads and assign only high-quality leads to human agents among others. This way, your customers get quick and relevant responses every time *and* you save manpower for where it's most impactful. You can even tailor specific customer journeys for leads who come from TikTok Messaging Ads. #### Track TikTok Conversions and Make Data-Driven Decisions When customers click on your TikTok Messaging Ads, they will be directed to your Messenger or WhatsApp channels to start a chat. Without the right software, this could cloud your ability to measure campaign effectiveness as you won’t know a customer’s first touch point. Respond.io identifies conversations that originated from TikTok ads to track ad campaign engagement accurately. If your ads lead to Messenger, you can even identify the exact ad the customer clicked on. This helps you determine the ads that resonate most with your audience to allocate your budget more effectively and maximize returns on ad investment. By leveraging actionable data found natively on TikTok and on respond.io, you can continuously optimize your marketing strategy to ensure your TikTok Messaging Ads always perform at their peak. #### Nurture Leads and Customers with Drip Campaigns on Their Favorite Messaging Channels Stay top-of-mind by sending educational or promotional messages via respond.io to nurture leads and keep customers informed about your products or services. Whether guiding a new user through onboarding or keeping existing customers engaged with special promotions, drip campaigns on Messenger and WhatsApp make it easy to nurture relationships and drive business results by providing valuable content at just the right time. Then, create tailored customer journeys based on individual actions or responses to your campaigns to enhance the customer experience and increase the likelihood of conversion. ### Transform TikTok Ad Interactions into Revenue with Business Messaging TikTok Ads can drive traffic to your business, but turning that traffic into sales requires efficient communication. When users click on an ad, they often have follow-up questions before making a purchase. While TikTok’s basic messaging features are useful, businesses running ads need more advanced tools for automation, analytics, and lead management. As an official TikTok partner, respond.io provides a solution to help businesses seamlessly convert ad interactions into sales. #### How TikTok Business Messaging Amplifies Your Ad Strategy TikTok Business Messaging ensures that ad clicks don’t just generate interest—they lead to actual conversations. Automate your responses, instantly qualify leads, and guide potential customers through the buying process without delays. Whether the interaction comes from TikTok Messaging Ads or organic content, respond.io centralizes all messages, improving response time and conversion rates. By integrating TikTok Business Messaging with respond.io’s omnichannel suite, you can manage TikTok chats alongside WhatsApp, Instagram, and other messaging platforms—all from one inbox. Available in most regions except the U.S., EEA, Switzerland, and the U.K., TikTok Business Messaging allows businesses to maximize ad performance and turn engagement into real sales. To maintain uninterrupted messaging, link your TikTok account to TikTok for Business (Business Center) to ensure Advanced Access. Connect your TikTok Business Account to respond.io today and start turning your TikTok Ad clicks into loyal customers! ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ## [Telegram Auto Reply: A How-To Guide ](https:/respond.io/blog/telegram-auto-reply) Wondering how to auto reply Telegram messages to your customers? You'll find everything you need to know in our Telegram Auto Reply How-To Guide. Telegram is one of the most popular messaging apps used by businesses around the globe. If your [business uses Telegram](https://respond.io/blog/telegram-for-business) to communicate with customers, you’ve come to the right place. In this blog post, we’ll teach you how to set auto reply Telegram bot and messages with respond.io Workflows automation. You’ll also find a list of useful Telegram auto reply examples! ### Why Use Telegram Auto Reply? Customers don’t like to wait or feel ignored when they message businesses. They expect quick and prompt replies, which is why most prefer to use a messaging channel like Telegram over email. Late responses leave a poor impression of the brand and cause businesses to lose valuable leads to competitors who reply on time. Furthermore, not all businesses can afford to have agents reply to customer inquiries readily 24/7. So, what is the best way to handle [inbound conversations](https://respond.io/blog/inbound-conversations) for [Telegram Business](https://respond.io/blog/telegram-for-business) users? The answer is Telegram auto reply - an automated message triggered in response to an inbound Telegram notification. ![Why%20use%20Telegram%20Auto%20Reply%20Bot](https://images.ctfassets.net/ph8r57dk1q9w/10WlGfxv4VxbweXJvBxIzS/9056ae506967214f22e60bf96237f604/TelegramAutoReplyImage01_2a2ba77d4f64a9c264e3b5875e59b63d.png) Here are some of the benefits of using auto reply on Telegram: #### 1\. Establish an excellent first impression Customers on messaging channels expect a quick response to their messages. Make a great first impression, even after business hours, by greeting your customers with a friendly and attentive tone. #### 2\. Manage response time expectations In scenarios where there aren’t agents available, a Telegram Auto Reply [helps set the correct expectations](https://respond.io/blog/away-message-for-business) by giving customers an estimated response time. #### 3\. Collect customer data A [pre-chat survey](https://respond.io/blog/pre-chat-survey) lets you easily collect customer data for contact identification or agent follow-up. This eliminates the need for agents to ask introductory questions, thereby reducing their workload during the conversation. As a result, Telegram automated answers help [improve customer satisfaction](https://respond.io/blog/csat-customer-satisfaction-score) since contacts feel they are being attended to. However, keep in mind that auto replies on telegram can only be used for the initial response to a customer’s message. If you want to follow up on subsequent messages, consider using [Conversational AI](https://respond.io/blog/conversational-ai) to answer customer inquiries from start to end. Now that you know the basics, we’ll guide you through the process of setting up a Telegram auto reply message on respond.io. ### How to Set Up an Auto Reply on Telegram There is one important thing that you should know: **The Telegram app doesn’t include an auto reply feature.** You’ll need to [create a Telegram Bot](https://respond.io/blog/best-telegram-bots-list) to send an auto reply message and [connect it to a messaging platform like respond.io](https://help.respond.io/channels/telegram#connecting_telegram). #### How to Set Up an Auto Reply on Telegram with Respond.io To set up an automatic reply on respond.io, we will use Workflows to build powerful and flexible automation. It all starts with [signing in to your respond.io account](https://app.respond.io/user/login). Once you’ve created a Telegram bot, it’s time to set up a Telegram auto reply. Here’s our guide to set it up on respond.io: 1. **Go** to the automation builder [Workflows Module](https://help.respond.io/workflows/workflows-overview). Click on *+Add Workflow*. ![To%20set%20up%20a%20Telegram%20bot%20auto%20reply%2C%20go%20to%20the%20Workflows%20module](https://images.ctfassets.net/ph8r57dk1q9w/3rUE2iIOvWwQm39aHW2YCv/a7bacebd6c9f193f82ea3995470ed9cb/screenshot-2023-08-28-at-115431-am_216d024eb713121b83838b2026ef0b9b.jpg) 2. **Select** *Conversation Opened* as the Workflow Trigger. Then, choose *Source is equal to Contact* as Trigger Conditions. ![Select%20a%20respond.io%20Workflows%20trigger](https://images.ctfassets.net/ph8r57dk1q9w/5z3F3VCnWPZo9DLckXVnvW/6f0985cf6a61d3a42401927cafade825/Screenshot2022-05-25at16_49_25_350b133a2bf5701d2c8aa61f71ed4ed7.png) 3\. **Decide** when the auto-reply should be triggered. To do so, add a [Date & Time](https://help.respond.io/quick-start/automated-welcome-and-away-messages#send_welcome_and_away_messages_based_on_business_hours) Step and define your business hours. ![Set%20up%20your%20business%20hours%20to%20set%20auto%20reply%20Telegram%20bot](https://images.ctfassets.net/ph8r57dk1q9w/5meQP6TOFEBuxZjarLQStR/84892679a29d1c4c14a82232bed8b294/Screenshot2022-05-25at16_56_08_6b1cbe1724e4dce28efaa37298f6c0b9.png) You can send: - A welcome message during business hours - An away message outside of business hours 4\. **Add** *Send a Message* step at each branch. Then, select Telegram as the Channel. ![Draft%20your%20auto%20reply%20bot%20Telegram%20message](https://images.ctfassets.net/ph8r57dk1q9w/4xtCSkBcZPU0s18jPGUop/f778fbcb01112eea190b13aa131be2b6/screenshot-2023-08-28-at-24705-pm_ea1693513567e1073f0c92c3b2f703bf.jpg) 5\. **Write** your auto reply welcome and [away messages](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-10). ![Publish%20the%20Workflows%20to%20automate%20replies%20on%20Telegram](https://images.ctfassets.net/ph8r57dk1q9w/5hxesxTzP5IriNJg5oNLGZ/8d9aac4364f42809279e02b86e7db4d7/screenshot-2023-08-28-at-24113-pm_b1ce7215d68e9ed83ac12c6445e10758.jpg) 6\. **Click** Publish. And you’re all set! To [collect information from your leads](https://help.respond.io/capture-leads/collect-contacts-emails-and-phone-numbers), you may add an [Ask a Question](https://respond.io/blog/question-bot) Step to your Workflow. You can even qualify your leads automatically based on the information gained from the questions. Here's an interesting alternative. You can build and train an [AI agent for sales](https://respond.io/blog/ai-sales-agent) to reply to broadcasts without giving agents more workload. Now, there’s only one question left - what should you write in your Telegram auto reply? Let’s see some practical examples of auto reply messages that you can utilize. ### 15 Inspiring Telegram Auto Reply Examples When composing an auto reply for Telegram, a friendly and approachable greeting message does just fine most of the time. However, you can step up your game by setting up an away message or a lead collection message instead. ![This%20image%20shows%20the%20best%20use%20cases%20on%20Telegram%20auto%20reply](https://images.ctfassets.net/ph8r57dk1q9w/2PHXDJVMqzBsSuGWEWLMrN/de9e66be437dfb1d8faaba185324cfa4/TelegramAutoReplyImage02_70af4ed60b9d5ed3806e097d3fa4a07c.png) Regardless of your preference, we’ve got you covered with these 15 Telegram auto reply examples you can use for business. ##### Welcome Messages Five Telegram auto reply messages to greet your customers: 1\. “👋 Welcome to \[business name\]. What can we do for you?” 2\. “Hi, it’s good to hear from you. How can we help you today?🙂” 3\. “Hello! Thanks for reaching out to \[business name\]. Please let us know how we can assist you.” 4\. “Hey there! Good to see you here. How can we be of assistance to you?” 5\. “Hi there! Thank you for contacting \[business name\]. We’re happy to assist you today.” ##### Away Messages Five Telegram auto reply messages to manage response time expectations: 6\. “Hey there! Unfortunately, there are no available agents at this moment. We have received your message and will be in touch with you by \[time\]. ⏱ ” 7\. “Thanks for contacting us! You will receive a reply within 24hr. In the meantime, you can check out our FAQ section here \[URL\].” 8\. “Hello there! We are closed at the moment, but we have received your message. An agent will be with you as soon as we are back. Thanks for your patience. 🙏” 9\. "Thank you for reaching out to us! We are away at the moment, but we promise to get back to you as soon as we can." *10\.* "Hi there! We’ve received your message. You can expect a response within \[time\]." ##### Lead Capture Messages Five Telegram auto reply messages to capture leads: 11\. “Hello there! We’ve received your message and we’ll be back to you soon. Could you please share your job title and company name?” 12\. “Thanks for contacting \[business name\]! Please leave your name and company name below. An agent will be with you 🔜.” 13\. “Welcome to \[business name\]. May we have your email address? 📧” 14\. “Thank you for your interest in \[business name\]! Could you share your email address with us please?” 15\. “Hi there! We are thrilled to receive your message. Please share your name, job title and company name. We’ll get back to you shortly!” Respond.io allows you to create the ultimate customer communication experience on a [Conversational AI platform](https://respond.io/blog/conversational-ai-platform) with tools such as [Workflows](https://respond.io/blog/ai-customer-experience#toc-mobile-19:~:text=Advanced%20Automation%20Builder), [customizable inboxes](https://help.respond.io/messages/custom-inbox) and [advanced analytics tools](https://respond.io/blog/customer-messaging-platform#toc-mobile-16). Give the leading messaging platform a try. [Sign up for a free account today](https://app.respond.io/user/register)! ### Further Reading Did you find this article useful? If so, these readings might interest you too: - Instagram Auto Reply: A How-To Guide - Facebook Messenger Auto Reply: A How-To Guide - Telegram Business: The Ultimate Guide ## [Telegram Broadcast: How to Use Telegram Bulk Message Sender](https:/respond.io/blog/telegram-broadcast) Everything you need to know about Telegram Broadcast and Telegram bulk message sender. Learn how to send Telegram bulk messages with respond.io. Looking to use Telegram broadcast to reach thousands of customers? You’ve come to the right place. In this article, we’ll explore what broadcasting is, the benefits of using Telegram bulk message sender to broadcast and how to send bulk messages. ### Broadcast Messaging: Traditional Channels vs Telegram Broadcasts Broadcast messaging or bulk messaging is a method of delivering information to many recipients simultaneously. Businesses use broadcast messages to keep their contacts updated about store closures, unexpected delays, upcoming promotions and more. Broadcasting used to be carried out on channels like email and SMS but these days, bulk messaging is accomplished via [instant messaging](https://respond.io/blog/instant-messaging-for-business) instead. Text messages have limited characters, no rich media and can be costly to send out while emails tend to be ignored, forgotten or sent to spam. Instant messaging channels like Telegram, Facebook or WhatsApp solve these problems while providing extra benefits. Messaging apps on everyone’s phones and push notifications mean businesses get their contacts’ attention immediately. With video and image support making messages more engaging, it’s easy to see why their open rates are a [600% improvement over emails!](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#:~:text=2018%20%7C%20Source%3A%20Statista-,Messaging%20App%20Engagement%20Rates,-It%20feels%20like) Next, we’ll go over the reasons why we would use Telegram over other channels when it comes to broadcasting. #### Why Use Telegram Broadcast? With so many instant messaging channels in the market to choose from, why would you pick Telegram over the rest? Every channel has its own advantages and disadvantages when it comes to broadcasting but we’ll focus on Telegram in this article. ![An%20image%20showing%20reasons%20to%20use%20Telegram%20Bulk%20Message%20Sender%2C%20it%20is%20free%2C%20more%20popular%20in%20certain%20regions%2C%20and%20lets%20you%20message%20contacts%20any%20time.](https://images.ctfassets.net/ph8r57dk1q9w/01a7FlLoPFGJCZdSbDLrHQ/04e6d1ac4e2cfc6f0476f5fcaed989b2/TelegramBroadcastImage01_ff8a6d93db25057a0a7a545324e86695.png) Here are the reasons why you would use Telegram as a bulk message sender: - Telegram has higher usage in regions such as Eastern Europe and is one of the most downloaded apps in the world, with over 700 million monthly users. If your target audience mainly uses Telegram, it would be the wisest choice. - Using the Telegram Bot is free and there are no subscription fees or message fees imposed on businesses. To send broadcasts, businesses will need to connect to a messaging platform like respond.io to start messaging. - Businesses on Telegram can reach out to any contact who has messaged them in the past and there are no restrictions like 24-hour windows or message templates - Compared to messaging channels like WhatsApp or Facebook, Telegram has fewer restrictions on the types of messages businesses can send, as long as they’re legal Since we’ve decided that Telegram is the best choice for your broadcasts, how do we go about sending them? ### Broadcasting on Telegram There are two ways a business can use Telegram to broadcast, either with [Telegram Channels](https://respond.io/blog/telegram-channels) or [bots](https://respond.io/blog/telegram-for-business#:~:text=it%E2%80%99s%20basically%20a-,Telegram%20Business%20account,-.%20Unlike%20WhatsApp%20Business). Using Telegram Channels involves launching the Telegram app, opening a channel and sending a message en masse to everyone in the channel. Telegram Channels are simple and straightforward to use but they have a few disadvantages. ![An%20image%20showing%20the%20limitations%20of%20broadcast%20in%20Telegram%20channel%20-%20channel%20messages%20get%20ignored%2C%20no%20targeted%20broadcasts%20allowed%2C%20no%20scheduling%20or%20testing%20broadcasts.](https://images.ctfassets.net/ph8r57dk1q9w/5Y6zdFeZWUv8ooDD1CJplN/208898a44e8e3465a16957ee9ced377a/TelegramBroadcastImage02_a2a0dc0333609bacbe4ac283cb30e24a.png) Messages tend to get ignored, especially on channels with a lot of activity, so your broadcasts are likelier to be missed. Businesses can’t send targeted broadcasts since contacts can’t be segmented and there is no way to test broadcasts before sending them. The alternative method to broadcasting on Telegram Channels is using a [Telegram Bot](https://core.telegram.org/bots). While it solves the issues that channels face, Telegram Bots require a third-party inbox platform such as respond.io in order to receive and send messages. #### Why Use Telegram Bot to Broadcast with Respond.io With Telegram Bot and respond.io, you can unlock the full potential of Telegram as a broadcasting tool. Telegram Bots let you broadcast messages directly to your contacts, allowing them to respond to you privately, which is great for support purposes. Respond.io’s [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview) improves the targeting and flexibility of bulk messaging with several features. The [Contact Segment](https://help.respond.io/contacts/contacts-overview#assign_tags_to_multiple_contacts) feature allows users to create precise target audiences based on Contact Fields, Tags or predefined conditions. Customers with the right Contact Fields, Tags or conditions will automatically enter a Segment while those who no longer meet the criteria will exit a Segment, ensuring your list is always up-to-date with no manual effort from your team. ![An%20image%20showing%20respond.io%20broadcasting%20capabilities%20-%20segment%20contacts%2C%20broadcast%20to%20last%20interacted%20channel%2C%20save%20as%20drafts%2C%20customize%20broadcast%20send%20rate](https://images.ctfassets.net/ph8r57dk1q9w/5rlhSMVYv2GExGAWEXIwLk/c323041b6243de041434d1d31f6c6d12/broadcast-20-messaging-image_3eab6681b80b2ee71104f755feef99bf.png) In addition to selecting multiple channels for a broadcast, you can also improve reach by broadcasting to your [Contacts' last interacted channel](https://help.respond.io/broadcasts/sending-a-simple-broadcast) to increase visibility and engagement rates. It’s also possible to save [broadcasts as drafts](https://help.respond.io/broadcasts/sending-a-simple-broadcast) if they aren’t ready for dissemination. This allows you to edit or reschedule them before they go live. If your plan supports it, you can [customize the rate](https://help.respond.io/broadcasts/sending-a-simple-broadcast) at which your broadcast is delivered. A Telegram broadcast can be scheduled so they reach your contacts at optimal times and you can run tests before sending them to ensure your outgoing messages are flawless. #### What You Should Know About Telegram Bot Broadcasting Telegram Bots are a versatile and powerful tool but there are certain restrictions Telegram has in place. Since Telegram was designed as an anti-spam messenger, contacts cannot be imported directly into your contact list. ![An%20image%20showing%20the%20restrictions%20of%20the%20telegram%20bulk%20message%20bot%20-%20no%20importing%20of%20contacts%2C%20and%20contacts%20need%20to%20send%20you%20the%20first%20message](https://images.ctfassets.net/ph8r57dk1q9w/1uL4zmMD5iPEEoaZ57kI8P/3743b228614ac28ae5bd982785bb50a5/TelegramBroadcastImage04_72ba4e9d6eaedc58a6865b5752d02390.png) You will need to build up your contact list by getting contacts to send you the first message. Fortunately, Telegram has a few ways of getting contacts to initiate conversations with businesses — [chat links, QR codes and the in-app search](https://respond.io/blog/telegram-for-business). Once you receive the initial message from a contact, you’ll be able to reach out to them with no further restrictions. So make sure to not spam them or you’ll get blocked or reported! Now that we’ve learned about the limits of using a Telegram Bot for broadcasting, we’ll explain how to broadcast on Telegram through respond.io. ### Telegram Bulk Message Sender: How to Broadcast with a Telegram Bot on Respond.io Broadcasting on respond.io is a straightforward process with plenty of flexibility offered in creating content, targeting audiences and scheduling or sending broadcasts. To get started, navigate to the Broadcast Module in the side navigation menu and click the *Add Broadcast* button. Then name your broadcast and click *Create*. You also have the option to label (categorize) it for easier referencing in the future. ![This%20image%20shows%20respond.io%u2019s%20Broadcast%20Module](https://images.ctfassets.net/ph8r57dk1q9w/2uCDgO3tqDv3Pco1tXB5ZR/da76a2564e31e607b73b5018498763ca/blog-broadcast_5c609dd9aa40e0e415c00d20e64f60c7.png) Proceed to set up your broadcast by selecting your Segment. Select the *Specific Channel* option, and in the channel drop-down list, select the Telegram channel from which to send the message. Then, create your content. For more information, check out [this guide](https://help.respond.io/broadcasts/sending-a-simple-broadcast) on how to set up and manage broadcasts on respond.io. After your broadcast successfully arrives at its recipients, you can expect an inbox full of customer replies. Build automation with [respond.io Workflows](https://help.respond.io/workflows/workflows-overview) to manage them efficiently, or even leave it to [AI Agent](https://help.respond.io/automate-conversations/maximize-customer-service-potential-with-ai-agent), a conversational chatbot that learns and improves its responses with training. Now that we’ve gone through all of Telegram’s broadcasting capabilities on respond.io, you can disseminate bulk messages to your contacts with ease. If you haven’t signed up for a respond.io account yet, we have [a free trial](https://app.respond.io/user/register) for you to start off with. Respond.io also supports handling multiple channels from the same platform, so if you want to broadcast on other instant messengers, check out our [Viber](https://respond.io/blog/viber-bulk-message) and [WhatsApp](https://respond.io/blog/whatsapp-broadcast) broadcast guides! ### Further Reading If you found this article helpful and would like to learn more, here are some useful resources: - Telegram Business Ultimate Guide - Telegram Auto reply guide - What Are Telegram Channels ## [Telegram CRM: Integrating a CRM with Telegram on respond.io](https:/respond.io/blog/telegram-crm) Looking for a Telegram CRM? This blog post is for you! We'll cover everything you need to know before investing in a CRM Telegram integration. You’re probably on this blog because you’re looking for a Telegram CRM or a CRM that supports Telegram integration. This blog post will help you make an informed decision when choosing the right Telegram CRM integration. In this first-hand guide, we'll explain everything you need to know about Telegram CRM integration and why an AI-powered customer conversation management software like respond.io is essential. Then, we’ll show you how respond.io can benefit your Telegram marketing, sales and support. ### What is Telegram CRM? Telegram CRM is the integration between Telegram and a CRM. Businesses look for a Telegram CRM integration to receive and respond to Telegram messages within their CRM. Because CRMs were originally built with email communication in mind, very few support native Telegram integration, and most rely on third-party integrations. Before integrating Telegram into your CRM, here are a few things you should know. ### Getting a Telegram CRM: What You Should Know To get a Telegram CRM integration, you need to understand how to use Telegram for business and the Telegram integrations that CRMs provide. #### Telegram for Business Businesses have two Telegram options to choose from: Telegram app or [Telegram bot](https://respond.io/blog/telegram-for-business#toc-mobile-4), also known as Telegram Business API. Unlike WhatsApp, which has a [business app](https://respond.io/blog/whatsapp-business), Telegram does not have a dedicated app for businesses. However, with the Telegram app, businesses can use one account on multiple devices while having the chats sync seamlessly. They can [schedule messages](https://telegram.org/blog/scheduled-reminders-themes), [create groups](https://respond.io/blog/telegram-groups) and [Channels](https://respond.io/blog/telegram-channels) and more for free. Businesses can also subscribe to [Telegram Premium](https://respond.io/blog/telegram-for-business#toc-mobile-8) if they want additional features like [huge file uploads, faster downloads, exclusive stickers and more](https://telegram.org/blog/700-million-and-premium). **Telegram App vs Telegram Bot** | | Telegram App | Telegram Bot | | --- | --- | --- | | Best For | Small to Medium Businesses | Medium to Large Businesses | | Message Volume | Low to Mid | High | | Supports Integrations | No | Yes | If you want to integrate Telegram with a CRM, you’ll need a Telegram bot. The Telegram bot is designed for businesses that receive high volumes of messages and need advanced automation to manage their conversations. However, a Telegram bot does not have a messaging interface. To send and receive messages, it must be connected to a CRM or an [AI-powered customer conversation management software](https://respond.io/blog/conversational-ai-platform) like respond.io. Because Telegram simply provides the API, CRM and business messaging inbox providers are free to design the inbox for end users. Therefore, what you can do with a Telegram bot integration will differ depending on the software you choose. Now, let's look at the types of Telegram integration supported by CRMs. #### Integrating Telegram with a CRM With [Telegram overtaking Facebook Messenger](https://respond.io/blog/top-messaging-apps#toc-mobile-15) as the second most popular messaging app in certain countries, it is surprising that popular CRMs like Salesforce, HubSpot and Zendesk do not provide native Telegram integration. Instead, they all rely on third-party integrations. While there are many types of third-party integrations available, many of them limit the API to one CRM. This affects businesses that want to connect multiple CRMs with Telegram to exchange data between the platforms. If you want to connect Telegram with multiple CRMs and use its features to their maximum potential, then you’ll need a respond.io business messaging inbox built specifically for messaging. ![Looking%20for%20a%20Telegram%20CRM%3F%20Use%20Telegram%20on%20respond.io%20business%20messaging%20inbox%20instead.%20With%20respond.io%20Telegram%20Integration%2C%20you%20can%20connect%20multiple%20CRMs%20to%20Telegram%20and%20other%20messaging%20channels%20as%20well%20as%20traditional%20channels%20like%20email%20and%20webchat.%20In%20short%2C%20you%20can%20streamline%20all%20business%20communication%20in%20one%20feature-rich%20platform.%20Plus%2C%20you%20can%20use%20advanced%20tools%20to%20send%20Telegram%20broadcasts%2C%20automate%20conversations%2C%20route%20and%20assign%20conversations%20and%20more.%20Above%20all%2C%20you%20can%20carry%20out%20all%20your%20tasks%20anywhere%20with%20the%20respond.io%20mobile%20app.](https://images.ctfassets.net/ph8r57dk1q9w/4g2f5xZjGgcZWpRgyyAfr5/a2001f6bf32920fba2e5b65d98082eee/TelegramCRMImage03_29cfdad351c55986de9c258cabb2045d.png) You can connect various messaging apps like Telegram as well as traditional channels like email and webchat to respond.io. In short, you can streamline all business communication in one feature-rich platform. Plus, you can use advanced tools to send Telegram broadcasts, automate conversations, route and assign conversations and more. We’ll explain more of the features later. Now, let’s look at how to integrate any CRM with respond.io to use Telegram. #### Integrating Telegram with a CRM on Respond.io First, you need to [set up your Telegram Business Account](https://respond.io/blog/telegram-for-business#toc-mobile-9) and [connect it to respond.io](https://docs.respond.io/messaging-channels/telegram#connecting-telegram). Then, create a new [Workflow](https://docs.respond.io/workflows) and add the [HTTP Request Step](https://docs.respond.io/workflows/steps#step-http-request) to connect any CRM with Telegram on respond.io. By doing so, you can exchange information with your existing CRM while messaging customers on respond.io. Businesses can [qualify sales leads](https://help.respond.io/convert-leads/how-to-automatically-qualify-contacts-based-on-budget-using-ai-agent), retrieve [updated contact profiles](https://help.respond.io/l/en/support-use-case/enrich-customer-data) or [create deals and tickets](https://help.respond.io/zapier/hubspot) in external CRMs from the platform without having to go back and forth between their CRM and the respond.io inbox to reply to Telegram messages. Now, let's look at how you can use respond.io to market, sell and support over Telegram. ### How to Use Respond.io for Marketing, Sales and Support Unlike WhatsApp and Facebook Messenger, Telegram does not have a messaging window. So, businesses can message customers freely, provided the [content is legal](https://telegram.org/faq#q-there-39s-illegal-content-on-telegram-how-do-i-take-it-down). They must also keep their messages relevant in order to prevent customers from blocking them. With respond.io, you can [integrate your CRM with voice call services](https://respond.io/blog/voip-crm-integration) like VoIP, WhatsApp calls and Messenger calls, and transfer live calls between agents when a conversation needs a specialist, all while keeping the chat history intact. These alternative channels are very useful to speak directly to customers that use other channels besides Telegram. That said, let's look at how you can use Telegram for marketing, sales and support on respond.io. #### Telegram Integration for Marketing To reduce spam and protect users’ privacy, Telegram does not pass on Telegram users’ phone numbers or IDs to businesses. Therefore, businesses cannot import Telegram users’ contact information and must wait for them to start a conversation. Thankfully, businesses can encourage inbound conversations with [chat links, in-app search](https://respond.io/blog/telegram-for-business#toc-mobile-13), [QR Codes](https://respond.io/blog/telegram-qr-code) and [Telegram widgets](https://respond.io/blog/add-telegram-to-website). ![To%20reduce%20spam%20and%20protect%20users%u2019%20privacy%2C%20Telegram%20does%20not%20pass%20on%20Telegram%20users%u2019%20phone%20numbers%20or%20IDs%20to%20businesses.%20Therefore%2C%20businesses%20cannot%20import%20Telegram%20users%u2019%20contact%20information%20and%20must%20wait%20for%20them%20to%20start%20a%20conversation.%20Thankfully%2C%20businesses%20can%20encourage%20inbound%20conversations%20with%20chat%20links%2C%20in-app%20search%2C%20QR%20Codes%20and%20Telegram%20widgets.%20Plus%2C%20unlike%20Telegram%20Channels%20which%20are%20designed%20as%20a%20one-way%20broadcast%20tool%2C%20Telegram%20broadcasts%20via%20respond.io%20permit%20two-way%20interactions%2C%20allowing%20Contacts%20to%20respond%20to%20promotional%20messages%20that%20interest%20them.](https://images.ctfassets.net/ph8r57dk1q9w/1oveAMZjGWwje5stgiLyx2/f32f2ecfa0f6afd21bfa955c3df5061a/TelegramCRMImage04_ce30084c50dd080e4de6618481665897.png) Once a lead opens a conversation with you, you can [collect basic information](https://respond.io/blog/pre-chat-survey#toc-mobile-2) to identify whether the lead is new or an existing Contact that has previously messaged you on another channel. If they are an existing Contact, you can [merge their contact information](https://respond.io/blog/merge-contacts) to get a comprehensive view of their interactions with your business. You can also exchange and retrieve their contact information on your CRM. If a lead is new, you will automatically capture their details and add them as a Contact. You can [segment](https://docs.respond.io/contacts/contact-details#tags) them into different audiences, which will help when sending targeted broadcast messages. Unlike [Telegram Channels](https://respond.io/blog/telegram-channels) which are designed as a one-way broadcast tool, [Telegram broadcasts](https://respond.io/blog/telegram-broadcast) via respond.io permit two-way interactions, allowing Contacts to respond to promotional messages that interest them. Now that you know how to use respond.io for Telegram marketing, let's look at how to use it for sales. #### Telegram Integration for Sales By integrating a sales CRM with Telegram on respond.io, businesses can exchange data between both platforms while carrying out sales-related tasks like qualifying leads and creating deals with a [click of a button](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0). ![By%20integrating%20a%20sales%20CRM%20with%20Telegram%20on%20respond.io%2C%20businesses%20can%20exchange%20data%20between%20both%20platforms%20while%20carrying%20out%20sales-related%20tasks%20like%20qualifying%20leads%20and%20creating%20deals%20with%20a%20click%20of%20a%20button.%20Respond.io%27s%20highly%20customizable%20Workflows%20enable%20businesses%20to%20automate%20sales%20tasks%20like%20qualifying%20leads%20and%20routing%20them%20to%20the%20right%20sales%20team%20based%20on%20the%20funnel%20they%20fall%20into.](https://images.ctfassets.net/ph8r57dk1q9w/6pmYDu61ZHIUX6wiEHy9IU/77ae5ec503f4c77a037cda9c61e1ca4a/TelegramCRMImage05_aaf11cf0c2196d1ded7a7d566481ea05.png) Respond.io's highly customizable Workflows enable businesses to automate sales tasks like [qualifying leads](https://respond.io/blog/question-bot) and [routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) them to the right sales team based on the funnel they fall into. Additionally, businesses can utilize an [AI sales agent](https://respond.io/blog/ai-sales-agent) to serve as the first responder, handling routine inquiries over chat before handing the conversation to a human agent. AI Agents can also tag contacts based on intent during conversations, helping classify leads for follow-up workflows. Managers can implement routing logic like routing leads by priority access, deal size, region or more. Plus, they can ensure equal lead distribution among the sales team and [assign customers to available agents](https://respond.io/blog/auto-assignment-automatic-assignment-respondio). Additionally, as agents will be communicating with customers from different backgrounds, they can leverage [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) to refine messages for clarity, translate them to overcome language barriers and more so their message is communicated effectively. Next, we’ll go over how you can use respond.io for Telegram customer support. #### Telegram Integration for Customer Support Instead of assigning and answering every single inquiry manually, businesses can automate FAQs and send [multiple-choice questions](https://respond.io/blog/question-bot) to help customers communicate what they want clearly. The automation will [route](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assign](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) customers automatically based on their needs, saving agents from repetitive manual tasks. Similar to the AI Agent’s capabilities mentioned in the sales use case above, businesses can use AI to handle routine inquiries, automate internal comments and escalate complex or sensitive issues to human agents. This helps agents focus their time on critical issues rather than performing repetitive tasks. To ease their workload further, tools like [AI Assist](https://help.respond.io/messages/using-ai-assist) provide agents with quick access to relevant information from knowledge bases or existing resources. This allows agents to respond quickly and accurately to customer inquiries, enhancing response times and contributing to a more satisfying customer experience. ![By%20integrating%20a%20sales%20CRM%20with%20Telegram%20on%20respond.io%2C%20businesses%20can%20exchange%20data%20between%20both%20platforms%20while%20carrying%20out%20sales-related%20tasks%20like%20qualifying%20leads%20and%20creating%20deals%20with%20a%20click%20of%20a%20button.%20Respond.io%27s%20highly%20customizable%20Workflows%20enable%20businesses%20to%20automate%20sales%20tasks%20like%20qualifying%20leads%20and%20routing%20them%20to%20the%20right%20sales%20team%20based%20on%20the%20funnel%20they%20fall%20into.](https://images.ctfassets.net/ph8r57dk1q9w/7MwPey9fbNkEmck1eKeVz/4d51fb6a5f2438f4c7719db10560a38b/TelegramCRMImage06_00582ff164fa1209b2eff24ffc4b9785.png) If an agent cannot resolve an issue, they can request a manager's help through [internal comments](https://help.respond.io/l/en/contacts/contact-activity#comments) or [escalate the case](https://respond.io/blog/escalation-management) to external CRM platforms in one click while chatting with customers. Besides that, businesses can measure the success and quality of a company’s customer support by sending a [CSAT survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) or by tracking individual or team performance via the advanced [Reports and Analytics Module](https://help.respond.io/l/en/support-use-case/reporting-for-support). We hope you found our first-hand guide to Telegram CRM integration insightful. Above all, you can carry out all your tasks anywhere with the [respond.io mobile app](https://respond.io/blog/telegram-support#toc-mobile-11). Sounds interesting? [Get started with our free trial](https://app.respond.io/user/register) and elevate your business communications today! ### Further Reading Need more information on Telegram use cases? Here are some articles that might be of interest to you. - How to Send Telegram Broadcast - Telegram Sales: How to Sell on Telegram - How to Use Telegram for Customer Support ## [Telegram for Business: 5 Steps to Set Up, How to Use & Best Practices](https:/respond.io/blog/telegram-for-business) Looking to use Telegram for Business? Here you'll learn how to set up a Telegram Business account and how to start messaging customers right away. Is Telegram popular with your customers? If it is, this guide will teach you how to use Telegram for business. Drawing from our direct experience in successfully setting up and managing Telegram business accounts, we’ll explain what a Telegram business account is, how to create a Telegram bot to chat with customers and best practices for making the most of your business account for Telegram. Let’s dive in! ### Is Telegram Suitable for Business Use? Absolutely! Telegram is a messaging app renowned for its privacy and security, support for every major operating system and ease of use as a mobile app. With over [900 million monthly active users](https://www.businessofapps.com/data/telegram-statistics/), it ranks among the top 5 most downloaded apps worldwide as of 2024 and is widely embraced by businesses globally. The privately-owned service also long held a not-for-profit stance. While Telegram has introduced a paid premium subscription, all existing features remain free. As its [popularity continues to grow](https://respond.io/blog/top-messaging-apps#toc-mobile-14), the channel is seeing an uptake among businesses. Let’s examine more reasons why Telegram is a key channel for businesses looking to amp up their sales and marketing efforts. Now, let’s see where businesses are actively using Telegram to communicate with customers. ### Regions that Use Telegram for Business In a few regions around the world, Telegram is [overtaking Facebook Messenger in popularity](https://respond.io/blog/top-messaging-apps#toc-mobile-15), though it’s still behind [WhatsApp](https://respond.io/blog/whatsapp-business-api) globally. What spurred this development and where is this growth prominent? Telegram was the fastest-growing messenger in 20 countries and the top messaging app in 16 countries in 2020. That number has only risen since. The 2020 Telegram user growth map below shows its use in Eastern Europe and Asia, as well as in parts of South Africa, North America and South America. ![Image%20of%20telegram%20user%20growth%20in%202020%20depicting%20its%20popularity%20from%20Brazil%20to%20South%20Africa%20and%20Indonesia](https://images.ctfassets.net/ph8r57dk1q9w/2aJYkBpUDE54gqAwxwrpbR/e3df4638ceb00a651dcee4f826fa1f38/image_044a951289ecd1291dcac0ee88b36520.png) The trend continued in 2021 and 2022, with Europe, Asia and Africa recording steady downloads. Telegram’s largest user base is now in India, where the app has 120 million monthly active users as of September 2022 and comprises almost 20% of its total users. Telegram has already become part of an elite club of apps that have been [downloaded over 1 billion times](https://techcrunch.com/2021/08/30/telegram-tops-1-billion-downloads/#:~:text=Popular%20instant%20messaging%20app%20Telegram,globally%2C%20according%20to%20Sensor%20Tower.). If you’re in a region where customers are increasingly turning to the channel, consider using Telegram for business to reach out to them. ### Telegram Business Account Benefits An impressive 64% of customers [prefer communicating with businesses over instant messaging](https://respond.io/blog/business-messaging#toc-mobile-5) rather than traditional channels like email. Given this preference for instant messaging, Telegram for business stands out, particularly due to its robust security measures. Telegram uses server-client encryption, and it stores and encrypts files in the Telegram cloud. Privacy-conscious users can opt for extra security with advanced end-to-end encrypted [messages](https://core.telegram.org/api/end-to-end) and [voice calls](https://core.telegram.org/api/end-to-end/voice-calls). ![This%20is%20an%20image%20depicting%20the%20benefits%20of%20using%20Telegram%20for%20Business%2C%20including%20the%20fast%20that%20it%26%2339%3Bs%20secure%2C%20highly%20social%20and%20has%20no%20content%20restrictions%20or%20messaging%20windows](https://images.ctfassets.net/ph8r57dk1q9w/3wBw4StqmXck3DpREkXuVs/777fefdfdaa3686abf51c5bc0248f371/UltimateGuide_TelegramImage07_d60767b56793886018593a243a6659c9.png) However, customer communication is not limited to 1:1 chats and calls. Telegram also has social platforms businesses can leverage to interact with customers at scale, such as [Telegram Groups](https://respond.io/blog/telegram-groups) and [Channels](https://respond.io/blog/telegram-channels). Companies can [share promotional content](https://respond.io/blog/telegram-broadcast), special offers and marketing materials, reaching a wide audience effortlessly. Best of all, Telegram doesn’t limit the number of devices an account can be connected to or use simultaneously, and chats are synced in real time across all devices. Without any restrictions on content type or messaging windows, it’s a great channel for business. Furthermore, Telegram for Business stands out as a cost-effective solution. Its free Telegram Bot API opens doors for [integration with CRMs](https://respond.io/blog/telegram-crm) and customer conversation management software. This enables the use of [AI chatbots](https://help.respond.io/workflows/step-respond-with-ai) and [automation tools](https://help.respond.io/workflows/workflows-overview) for businesses that want to message at scale. ### Why You Need a Telegram Business Account A Telegram business account can enhance your operations and customer interactions significantly. Below are some examples of what you can achieve: - Share promotional content, special offers and other marketing materials in 1:1 messaging or via Telegram Groups and Channels. - Guide customers through the sales funnel easily as the platform enables secure and informal conversations that build rapport. - Provide customer support 24/7 and respond to customer inquiries, complaints and feedback in real-time. - Conduct surveys and gather feedback from customers or employees in a conversational format. - Integrate existing CRMs so they can access and update customer data and create deals or tickets while chatting with customers on Telegram. ### 5 Requirements to Set Up Telegram for Business So you now know the *whys* behind why you should be using Telegram for business. But now let’s cover the *whats*. Namely, what you’ll need to get started with Telegram. - Telegram Account: You'll need to download the Telegram app from your respective device's app store. The app is available on iOS, Windows, Android, macOS and Linux. - Phone Number: You should also have a dedicated phone number, as it’s required for the verification process. - Clear Objectives: Whether you want to use Telegram for marketing, sales or anything else, decide what you intend to use it for early on. - Trained Teams: Your teams should be properly trained to manage Telegram groups and channels and enforce guidelines. - Branding: When setting up your profile and creating groups and channels, use your business’s name and logo and create a description that reflects your business identity to establish credibility. ### How to Set Up Telegram for Business in 5 Steps Let’s now cover how you can get Telegram up and running for your business. The Telegram bot allows you to set up a branded Telegram account for business, which gives your account legitimacy and credibility. To create the bot, simply follow the following steps. #### Step 1: Chat with the BotFather To create a Telegram bot, start by chatting with the BotFather. Open Telegram, search for “BotFather,” and press **Start** to initiate the setup process. ![This%20is%20an%20image%20depicting%20the%20Telegram%20account%20setup.%20To%20create%20a%20bot%2C%20Chat%20with%20the%20BotFather.%20Find%20the%20bot%20father%20by%20searching%20and%20then%20press%20Start.](https://images.ctfassets.net/ph8r57dk1q9w/7G2jJ7YNUjVTkmLExqNoRI/d9eb73e955fc2574de71b64be6e539a1/step-1_354820c8ea78d1441e45cb8a5883a4bb.jpg) The BotFather is the official tool for creating and managing bots on Telegram. #### Step 2: Use the /newbot Command Type the **/newbot** command in the BotFather chat to begin creating your bot. You’ll be prompted to choose a display name and a unique username for your bot. ![Image%20showing%20that%20to%20create%20a%20bot%2C%20Use%20the%20/newbot%20command.%20This%20will%20start%20the%20creation%20process.](https://images.ctfassets.net/ph8r57dk1q9w/4UTc0loA8Z0QSsNhoc0NDJ/2837d7652f7406f7d837fd0bc9efe143/step-2_66a108d20e903e58874df7eac2aca1b3.jpg) While the display name can be changed later, the username must describe your business and end with "bot" (e.g., MyBusinessBot). #### Step 3: Receive Your API Token Once your bot is created, the BotFather will provide you with a unique API token. ![Once%20you%20have%20created%20your%20bot%20you%20will%20receive%20your%20token%20and%20you%20can%20start%20using%20it%20as%20a%20business%20account.](https://images.ctfassets.net/ph8r57dk1q9w/1qfygY7aq1VcoE6bHG0ScF/a912badf0b2a615c767e19c7140d4477/step-3_494c9f3b6e008f33b9302f22a7bdd70f.jpg) This token is crucial for connecting your Telegram bot to other platforms, such as messaging CRMs. Keep it safe, as it grants access to your bot! #### Step 4: Connect the Bot to respond.io Create a [respond.io](https://respond.io/) account if you don’t already have one, and use the token to connect your Telegram bot. Respond.io enhances your Telegram bot’s capabilities by integrating it into a broader customer communication platform. Once done, that’s it! Your account setup is complete, you can start using your Telegram bot immediately for your business. #### Step 5: Verify Your Business Account with the Telegram Badge This step is optional but want to assure contacts of your legitimacy with a Telegram-verified badge? You’ll need [verified accounts on at least 2 of these services](https://telegram.org/verify), including TikTok, Instagram, Twitter, or Facebook. Do note that verification is currently only available for channels, bots or public groups. Next, let’s look at how Telegram groups and channels compare. ### Telegram Groups vs Telegram Channels If you’re unsure whether to use a Telegram Group or Channel for your business or how to set them up, we’ll be going through that now. Let’s start with a quick comparison to help you decide which of the 2 better aligns with your goals. #### Telegram Groups and Channels: A Comparison Telegram groups are best for businesses that thrive on 2-way interaction, such as creating tight-knit communities, gathering feedback or providing support. With features like polls, media sharing and direct replies, Groups encourage meaningful conversations while admins maintain control over moderation and rules. | Feature | Telegram Groups | Telegram Channels | | --- | --- | --- | | Audience Limit | Up to 200,000 members | Unlimited subscribers | | Communication | Everyone can chat and interact | Primarily one-to-many | | Posting Rights | All members, unless restricted by admins | Only admins (or designated posters) | | Interaction | Direct replies, polls, media sharing, reactions | Usually read-only | | Moderation | Admins can remove messages, ban users, set rules | Admins control posts and channel settings | | Analytics | Basic stats (e.g., member count) | Detailed stats (e.g., views, growth, engagement) | | Typical Use Cases | Community discussions, support forums, interest groups | News feeds, brand announcements, official updates | Telegram channels are built for scale, enabling businesses to broadcast updates and announcements to unlimited subscribers. Channels are ideal for brands looking to deliver content efficiently without the noise of back-and-forth discussions. With analytics to measure reach and engagement, they’re a powerful tool for businesses focused on reaching the widest audience possible. You don’t need to choose between the 2. They’re best used in tandem! Use Groups to build connections and Channels to broadcast your message far and wide. #### How to Create a Telegram Group Creating a [Telegram group](https://respond.io/blog/telegram-groups) is simple and takes just a few steps: 1\. Open Telegram and **tap the Compose icon.** ![Image%20depicting%20compose%20icon.](https://images.ctfassets.net/ph8r57dk1q9w/rXjSKkjz5flcy0stV4ysI/e16d6d84aacb7ca19efcc682fa8e8a27/selecting-menu_39a02dd3452fa27d37b36423a39d6c51.jpg) 2\. **Add members** by selecting contacts or sharing a group invite link. ![Image%20depicting%20create%20New%20Group%20in%20Telegram](https://images.ctfassets.net/ph8r57dk1q9w/1y1n2PreexNn9bDBupwr5n/da1e833e486adc694b6ad979e55d73c8/first-image_df6ff80de94fd5e93b36d0f2bde115b3.jpg) 3. **Name your group, set an optional profile picture**, and tap **Create**. ![Image%20showing%20how%20to%20choose%20your%20Telegram%20group%20name%20carefully%20to%20avoid%20confusion](https://images.ctfassets.net/ph8r57dk1q9w/3X9cHCRqnaDhwhZJl6wTIl/addab35d47962d331cb3dfaf8d833ae0/group-tele_578357935b0c41dbd4491ce3e5667cf2.jpg) #### How to Create a Telegram Channel Setting up a [Telegram channel](https://respond.io/blog/telegram-channels) is just as easy: 1**. Tap the menu icon** and select “New Channel.” ![Image%20showing%20New%20Channel%20in%20Telegram.](https://images.ctfassets.net/ph8r57dk1q9w/4rDcpewXU8CAgFzl0GI2jk/9d76cd1fe9650d48055abb1e995859cb/first-image_b4c421caba3955ac98f41390d91278c0.jpg) 2\. **Add a name, description, and profile photo** to make your channel stand out. ![Image%20showing%20Channel%20description%20boxes%20to%20fill%20in.](https://images.ctfassets.net/ph8r57dk1q9w/1WohQHpnUvDd4r907O8iDx/de4072f8db4684bbe163bde8f51dcba1/channel-descriptions_4b61709c681d36541344041f10b77641.jpeg) 3\. Choose **Public or Private** for your channel ![Image%20showing%20that%20depending%20on%20your%20Telegram%20channel%u2019s%20purpose%2C%20select%20Private%20or%20Public%20accordingly](https://images.ctfassets.net/ph8r57dk1q9w/lAgtvIU2kHFloF5TPOBoo/51f7c6ab492a5e862090b9185781fad7/public-or-private-tele-channels_f2f0f2a96b7c67b3aee7f33d4d1babb2.jpg) ### How to Use Telegram for Business Telegram provides a straightforward yet impactful experience for both businesses and customers alike. For example, businesses can invite customers to chat with them via [Telegram links](https://respond.io/blog/telegram-link-generator) or [QR codes](https://respond.io/blog/telegram-qr-code). Let’s look into more native Telegram features or capabilities that are ideal for businesses. #### 1\. Interact with Customers on Telegram Groups [Telegram Groups](https://respond.io/blog/telegram-groups) work just like groups on other messaging apps. The key difference is that Telegram groups can have up to 200,000 members, are highly configurable, have granular controls for chat management and [can be private or public and searchable](https://respond.io/blog/telegram-groups#toc-mobile-1). Groups also support [topics](https://telegram.org/blog/topics-in-groups-collectible-usernames), which function as forum-style threads, making it easier to organize discussions within large communities. ![Image%20showing%20that%20groups%20are%20awesome%20for%20community%20building.%20You%20can%20add%20members%20individually%20or%20post%20a%20group%20link%20publicly.%20Groups%20can%20even%20be%20made%20public%20and%20searchable%20in-app.%20This%20is%20a%20great%20way%20to%20use%20Telegram%20as%20information%20is%20quickly%20and%20widely%20disseminated%2C%20especially%20in%20countries%20where%20Telegram%20is%20popular%20such%20as%20Indonesia%20and%20the%20US.%20](https://images.ctfassets.net/ph8r57dk1q9w/OWz7PtKHmNeGJaGtK7sA1/693df0e12725d451da95a7dace8a4370/NewProject3_f57f5620776f84fe062f11fe656599ab.png) As Telegram Groups support 2-way interaction, they are invaluable for community building. Businesses can share their [Telegram links](https://telegram.org/blog/infinite-reactions-statuses#new-username-links) with customers to gather feedback, conduct polls or address topics of interest according to the group’s segmenting. #### 2\. Send Broadcasts via Telegram Channels [Telegram Channels](https://respond.io/blog/telegram-channels) have the same features as Groups, except communication is one-way — only admins can send messages. Unlike groups, channels have no user limits, making them perfect for broadcasting updates to a massive audience. Channels also allow comments on posts, enabling businesses to gather feedback or foster light interaction when necessary. For instance, [Health Ministries in Singapore, Malaysia, India and Israel](https://telegram.org/blog/coronavirus) have successfully used Telegram Channels to update the public on COVID-19 news. ![This%20is%20an%20image%20of%20what%20a%20Telegram%20channel%20looks%20like.%20If%20your%20business%20wants%20to%20interact%20with%20customers%20on%20Telegram%2C%20you%20should%20learn%20how%20to%20create%20Telegram%20Channel.%20Telegram%20Channels%20have%20all%20the%20same%20features%20as%20groups%20except%20only%20admins%20can%20send%20messages.%20They%20also%20have%20no%20user%20limits%20making%20it%20easy%20to%20broadcast%20information.%20For%20instance%2C%20Health%20Ministries%20use%20Telegram%20Channels%20to%20send%20news%20and%20tips%20to%20the%20public.](https://images.ctfassets.net/ph8r57dk1q9w/6PYMqf9KZfFfz2njNVseVY/9b761f0ceb933e4bfe0bdfe877e50dc9/NewProject1_2a7ad0df44b67a2eeb70a0dab838e0db.png) Users subscribe to channels through in-app searches on Telegram or by using [channel links](https://telegram.org/blog/infinite-reactions-statuses#new-username-links) posted on websites or other places. Interestingly, channels with over 1,000 subscribers can access channel and post analytics to measure their reach and impact. #### 3\. Share Identification Documents Securely with Telegram Passport If you’re in an industry that handles identity verification, then Telegram Passport is for you. It’s a platform that stores identification documents for use by [institutions or service providers that require them](https://telegram.org/blog/export-and-more#improved-telegram-passport) for Know Your Customer (KYC) procedures. ![This%20image%20in%20the%20Telegram%20guide%20shows%20how%20Telegram%20Passport%20is%20useful%20for%20those%20in%20sectors%20like%20the%20finance%20and%20cryptocurrency%20industries%2C%20where%20identity%20verification%20is%20vital.%20%20Telegram%20Premium%20is%20a%20platform%20that%20stores%20identification%20documents%20so%20they%20can%20be%20used%20with%20financial%20institutions%20that%20require%20Know%20Your%20Customer%20%28KYC%29%20procedures.](https://images.ctfassets.net/ph8r57dk1q9w/7wWfTl9wTqPqqq0LCsoTil/76b4aac42230ffa89e3aad32c01a853b/TelegramPassport_ee2d293528cc6a6c90b424d2ebe16d33.jpeg) The idea is to stop uploading these confidential documents to various places. Since Telegram [stores this data in its cloud with end-to-end encryption](https://telegram.org/blog/passport), only the intended recipients can access the data. #### 4\. Get Telegram Premium for Heavy Use of Telegram for Business Telegram’s co-founders were adamant that its private messaging would always be cost-free and ad-free. That promise is still intact, but the channel recently introduced [Telegram Premium](https://telegram.org/blog/700-million-and-premium) for users who are willing to pay for additional benefits. ![This%20is%20an%20image%20of%20the%20benefits%20of%20Telegram%20Premium.%20If%20you%27re%20using%20Telegram%20for%20business%20and%20frequently%20send%20heavy%20resources%20over%2C%20consider%20subscribing%20to%20Telegram%20Premium%20for%20its%20benefits.%20These%20include%20a%204GB%20limit%20for%20file%20uploads%2C%20faster%20downloads%2C%20exclusive%20stickers%20and%20better%20chat%20management%20among%20others.%20Only%20those%20who%20regularly%20send%20large%20files%20should%20subscribe%20to%20the%20premium%20plan%20%u2014%20others%20can%20get%20by%20with%20the%20free%20version.%20In%20an%20October%202022%20update%2C%20Telegram%20lowered%20the%20price%20of%20Telegram%20Premium%20for%20customers%20in%20India%20by%20more%20than%20half.](https://images.ctfassets.net/ph8r57dk1q9w/7q91bIlrIfTozGlICg3itM/e41f78a92901df9133a335a849640b20/ScreenShot2022-07-26at1_42_41PM_9c759d8c54f6a1bf5a62803cf25a4182.png) These include 4GB file uploads, faster downloads, exclusive stickers, [custom animated emojis](https://telegram.org/blog/custom-emoji) and [emoji statuses](https://telegram.org/blog/infinite-reactions-statuses), and advanced chat management and [privacy settings](https://telegram.org/blog/custom-emoji#privacy-settings-for-voice-messages). If you often send large files, subscribing to the Premium plan could be worth it. Otherwise, you can get by with the free version. #### 5\. Boost Sales and Marketing Efforts with Automation Taking advantage of automation using Telegram Bots can take the load off your sales team by automating repetitive tasks like lead qualification, answering common questions and sharing basic product information (e.g., [Telegram auto reply](https://respond.io/blog/telegram-auto-reply)). ![Image%20depicting%20Telegram%20chatbots.](https://images.ctfassets.net/ph8r57dk1q9w/1jsNUHuXP4v37k3vJVwNuW/8a5cca7a810c70297055dca924aa2f2c/screenshot-2024-12-18-at-112105-am_c6680a3675d3ed87a5fa49cbcc2c976e.jpg) For instance, a bot can quickly capture customer inquiries, collect essential details, and even schedule meetings, allowing your sales team to focus on what truly matters: closing deals. By handling the low-hanging busy work, Telegram bots help your team work smarter and close sales faster. ### Telegram Business: Best Practices For conversations to happen on this channel, [you need customers to message you first](https://help.respond.io/telegram/telegram-overview#capturing_conversation). In this section, we’ll look at how to capture inbound conversations and send outbound messages on Telegram. #### Telegram Business: Get Contacts to Find You on Telegram Although users sign up for Telegram with a phone number, the primary identifier of each user is their Telegram ID. To protect your privacy and reduce spam, Telegram does not pass on your phone number or ID to your messaging CRM, just your name. ![This%20is%20an%20image%20showing%20you%20how%20to%20use%20Chat%20Links%2C%20QR%20Codes%20or%20in%20app%20search%20to%20get%20users%20to%20start%20a%20chat%20with%20your%20account.](https://images.ctfassets.net/ph8r57dk1q9w/6yGDoRMIxaZFQQcrrCqXZQ/c1dd2f2f333c399efa45af7b00908914/UltimateGuide_TelegramImage01_b3bf7db626bb484e99f2e6c94092805c.png) This also means Telegram users cannot be imported via CSV file to a CRM as contacts. Luckily, there are tools that make it easy for customers to reach out to you. These tools are chat links, QR codes and in-app search. Let’s explore them in more detail. ##### Telegram for Business: Chat Links and QR Codes When a person clicks a chat link or scans a QR code, they will be taken directly into a chat with your brand. Every Telegram bot comes with a chat link using the t.me/username format, so it’s important that your bot username reflects your brand. ![This%20is%20an%20image%20showing%20how%20every%20Telegram%20Bot%20comes%20with%20a%20Chat%20Link%20using%20the%20t.me/username%20format.%20So%20it%u2019s%20important%20that%20your%20bot%20username%20reflects%20your%20brand.](https://images.ctfassets.net/ph8r57dk1q9w/5wr6Rbtw65X4Xid0k0C4Zb/4f20ccbb62b4bf96daf8da53877aedbf/UltimateGuide_TelegramImage02_a208d27272f7416c9bce0b112f7687d4.png) Chat links work well on websites, social media profiles or even in emails sent to customers. They do have a limitation though: They only work well when the Telegram app is installed on the device. On mobile, users will be directed to download the Telegram app if they press the link. On desktop, users will be taken to a page where they can open [Telegram Web](https://web.telegram.org/#/login). However, this only works when users have visited the page previously. ![This%20is%20an%20image%20in%20the%20Telegram%20guide%20showing%20how%20QR%20Codes%20are%20another%20option%20to%20drive%20traffic%20to%20your%20account.%20Unlike%20links%2C%20they%20can%20be%20used%20in%20offline%20locations%20like%20physical%20stores.%20Like%20Chat%20Links%2C%20QR%20Codes%20will%20only%20work%20with%20the%20app%20installed%2C%20so%20add%20a%20Telegram%20logo%20above%20the%20QR%20code.](https://images.ctfassets.net/ph8r57dk1q9w/4Jhb0lewXwDGD1Otgu3Z4w/578a9bf65c7d088ce82258244e85eede/UltimateGuide_TelegramImage03_e8fd02c60a51329d25d150f27e1b29b9.png) What about QR codes? Businesses commonly use them to drive traffic from both online or offline locations such as websites and storefronts. Similar to chat links, they will only work when the app is installed. Here’s a tip: To let customers know which app to use, add a Telegram logo above the QR code. Although Telegram doesn’t provide QR codes out of the box, businesses can make them with any QR code generator using the t.me link. Alternatively, they can [generate a QR code on respond.io](https://help.respond.io/quick-start/getting-contacts-to-message-you#generate_a_scannable_qr_code_or_shareable_chat_link). ##### Telegram for Business: In-App Search You don’t need a verified Telegram bot to be searchable in-app. Once you create a bot, any user should be able to search for it on Telegram and send it a message. ![When%20using%20Telegram%20for%20business%20it%20is%20important%20to%20know%20that%20users%20can%20search%20for%20your%20telegram%20business%20account%20using%20in%20app%20search.](https://images.ctfassets.net/ph8r57dk1q9w/71w8MtkPT0OsOT5JcoJ4s0/a4284baff0cd419cee37d3a77f17fdeb/BDcompress_600fb010198796367eaa831963c4d5bb.jpg) Although in-app search may not drive the bulk of your traffic, this is the most likely way hardcore Telegram users will find your brand. Now that you know how to acquire customers as Telegram contacts, let’s explore how you can go about messaging them. #### Telegram Business: Messaging Customers Messaging customers on Telegram is relatively straightforward. Although other messaging app business accounts place limits on when and what you can send messages, Telegram for business doesn’t have such restrictions. ##### Telegram for Business: 1:1 Messaging Since Telegram doesn’t have a messaging window, you can send customers a message any time after they become a contact. How cool is that? But the key things to know about messaging customers on Telegram are the sent and read receipts. ![This%20is%20an%20image%20verifying%20that%20the%20channel%20allows%20you%20to%20send%20unlimited%20messages%20with%20any%20content%20but%20does%20not%20provide%20Message%20Status%20for%20sent%20messages.%20This%20Telegram%20guide%20confirms%20the%20types%20of%201%3A1%20messaging%20possible%20on%20the%20channel.](https://images.ctfassets.net/ph8r57dk1q9w/5RLt8YkOUAw7VHfB9kYLVL/95641fe3636497f1d5bbfac985a31840/UltimateGuide_TelegramImage04_5afbbe69d45ffff9ab99bb29892b8a17.png) While Telegram provides sent, delivered and read statuses on personal accounts, a Telegram business account doesn’t have the same functionality. The Telegram Bot API does not provide status updates, even when connected to a business messaging platform Additionally, whenever a Telegram user messages your bot, their messages will automatically be marked as read. This could give some customers the impression that your business has read the message but hasn’t replied. Something to keep in mind. ##### Telegram for Business: Broadcast Messaging Like 1:1 messaging, Telegram doesn’t have any limitations for broadcasting. You can send rich media like pictures, videos, files and text to an unlimited number of Telegram contacts. ![This%20is%20an%20image%20of%20the%20types%20of%20Broadcast%20Messaging%20available.%20Broadcast%20messaging%20is%20a%20great%20way%20to%20use%20Telegram%20for%20business%20because%20there%20are%20not%20limitations.](https://images.ctfassets.net/ph8r57dk1q9w/57ALh9dOC98vL4XhHGYLUB/7df26cf221aa2ecfcecadbe8b072e70f/UltimateGuide_TelegramImage05_60004e97d8158f9fd8fa9365d6f3ebf6.png) However, contacts can block your bot if your content is irrelevant or they feel you are spamming them. If they do, you’ll receive a *Forbidden: bot was blocked by the user* notification when you message them. Keep your content relevant and broadcast carefully to avoid this. Just like with 1:1 messaging, you’ll need to connect your bot to a business messaging platform to send a broadcast. Make sure the business messaging platform you choose has [broadcast capabilities](https://docs.respond.io/broadcasts). ##### Telegram for Business: Group Messaging Group messaging is important for business use cases like sales or promotional messaging. You’ll be pleased to learn that Telegram bots can be added to group chats. ![This%20is%20an%20image%20showing%20how%20group%20messaging%20is%20possible%20using%20a%20Telegram%20Bot%20as%20your%20Telegram%20Business%20Account.](https://images.ctfassets.net/ph8r57dk1q9w/zqK6W6XiDubAupbCFlBf0/4edbdd8787e1118d271719d995c08b5e/UltimateGuide_TelegramImage06_10894e216833fe63c86265e504a882a6.png) By adding a Telegram bot to your group chat, you’ll be able to record group chat history in the messaging CRM your bot is connected to. While we haven’t enabled group chats on respond.io, you can help us do so by [upvoting the feature request](https://respond.canny.io/feature-request/p/telegram-support-group-chats). ### Real-Life Telegram Business Case Studies Telegram is clearly a boon for any business, regardless of industry. Let’s now take a look at a couple of inspiring examples of how brands are using Telegram to achieve success: #### 1\. TED Talks ![Learning%20doesn%u2019t%20stop%20at%20the%20end%20of%20a%20TED%20Talk%20thanks%20to%20Telegram](https://images.ctfassets.net/ph8r57dk1q9w/4q2uRbTHYLroCx5FxLf2lV/943621e42d72b520e636a2b739650c49/product-school-dl-yyyddnx4-unsplash_226d7528c93ff5200ea76327c4d4c101.jpg) When it comes to [TED Talks](https://telegram.me/TED_Talks), one way they consistently retain their audience is by engaging them through popular videos, highlights, and other similar content shared via their dedicated Telegram channel, which serves as a direct line to their thousands of dedicated followers. While they take a remarkably simple approach, to date, it is undeniably effective in enabling TED Talks to foster a strong community while advancing their mission of spreading ideas that matter. #### 2\. Besser Academy ![The%20three%20B%u2019s%3A%20Bach%2C%20Brahms%2C%20Beethoven...%20and%20now%2C%20Besser](https://images.ctfassets.net/ph8r57dk1q9w/3cgQGZYnGr2lIi5NUdEw3Q/885bd84e6abcccd9739a8f7e115718c4/dayne-topkin-cb10k2ugb-4-unsplash_d1b46f1db95e60f1543cb63e0470c9dd.jpg) [The Besser Academy](https://blog.invitemember.com/telegram-for-business-in-2023-the-besser-academy-success-case/) turned Telegram into the backbone of their subscription-based educational platform. They created channels and groups where members can access exclusive content, participate in discussions, and connect directly with instructors. This nifty setup not only made their communication channels all the more efficient but also built a loyal and engaged audience, driving significant revenue growth for the Academy. ### Merge and Manage Telegram Business with Other Messaging Apps via Respond.io We’ve clearly established that Telegram is a fantastic tool for your business’s sales and marketing needs, but why restrict yourself to a single channel? Today’s audiences don’t stick to just one app, after all. With respond.io, you can effortlessly integrate Telegram Business with other popular messaging apps like WhatsApp, [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [Instagram](https://respond.io/blog/instagram-business-chat), [Viber](https://respond.io/blog/viber-for-business) and more! It consolidates all your conversations into [one unified platform](https://respond.io/blog/omnichannel-communication), equipped with powerful features like automated workflows and detailed reporting to take your business to the next level. ### Further Reading If this Telegram guide was useful and you’d like to learn more about how to use Telegram for business, check out these articles: - How to Sell on Telegram: The Telegram Sales Guide - How to Use Telegram for Customer Support - What are Telegram Groups ## [Telegram Link Generator: How to Get a t.me Link](https:/respond.io/blog/telegram-link-generator) All you need to know about the t.me link and how to generate Telegram link with respond.io's Telegram Link Generator. Generate a t.me link for your business Looking for ways to get new customers talking to you on Telegram? You’ve come to the right place. In this first-hand guide, we’ll show you how to generate a Telegram Link (also known as a t.me link) using our Telegram link generator and explore its benefits. In addition, we’ll go over some of the effective ways you can utilize Telegram links and why you should connect your Telegram account to an [AI-powered](https://respond.io/blog/conversational-ai-platform) customer conversation management software like respond.io. Ready? Read on! ### What is a Telegram Link? A Telegram Link is a short URL (like t.me/username) that lets people start a chat with your Telegram account, bot, group or channel without needing your phone number. Telegram links let people contact your business without knowing your phone number. It comprises your username and a t.me link. Like [Facebook Messenger links](https://respond.io/blog/messenger-link), a Telegram link is the shortest official URL you can get for your profile. t.me is the URL shortener used by Telegram to create links for channels and groups. These links are used to invite users to join a channel or group on Telegram. Simply add your Telegram username behind t.me (e.g. t.me/yourusername) to generate a Telegram Group Link. The links open a Telegram page with buttons to initiate a chat session with your business, depending on the user’s Telegram Web logged-in state. ![an%20image%20showing%20what%20telegram%20links%20are.%20use%20them%20to%20launch%20conversations%20quickly%2C%20they%27re%20the%20shortest%20official%20url%20for%20your%20profile%2C%20and%20they%20work%20on%20mobile%20or%20desktop](https://images.ctfassets.net/ph8r57dk1q9w/799gDY5Y8J3WwTEsXIoHYz/215628dab8c0e018215b1f74d9abd04d/TelegramLinkImage01_2d94158a6b24a37a20587f38093a0577.png) If the user is not logged into Telegram Web, the webpage will show a single Send Message button. Additionally, this button opens a chat window with your business in the Telegram app as long as it’s installed on their phone or computer. If the user is logged into Telegram Web, an additional Open In Web button will be present. This button opens a chat window with your business on Telegram Web. Either way, both buttons launch a chat window with your business for the user to message you. ![What%20is%20a%20telegram%20link%3F%20an%20image%20showing%20how%20to%20use%20Telegram%20links](https://images.ctfassets.net/ph8r57dk1q9w/5bbgtwnuroye48qPyRqj4B/8c097d338c8738c4e1928409a300fe27/telegramsample_f2048b948da4abc79a65e4fa28955e72.jpg) Do note that if Telegram is not installed on the user’s device, clicking the Send Message button will do nothing and if the user isn’t logged in to Telegram Web, the Open in Web won’t appear. Next, we’ll discuss the benefits of the Telegram link. ### What Are the Benefits of the Telegram Link? Telegram links offer a direct and immediate way for leads to [chat with businesses](https://respond.io/blog/inbound-conversations). By clicking on a Telegram link and chatting in real-time, businesses have the opportunity to engage with leads when their interest is at its peak and push them down the sales funnel faster compared to other traditional channels like email. Unlike other business messaging channels such as [WhatsApp API](https://respond.io/blog/whatsapp-business-api) or [Facebook Messenger](https://respond.io/blog/facebook-business-chat), a Telegram Bot does not impose a messaging window. This means that you can reengage with leads anytime you want to share new promotions or nudge them to convert. ![Benefits%20of%20Telegram%20link](https://images.ctfassets.net/ph8r57dk1q9w/1jrhcqlvX5n7G0Yhgwgdiy/4fa2d11076bf218c11ce50b21088b715/blog-update-sales-and-marketing-01_afa4f3f3547d70ef096f8e28bb626066.png) Telegram is known for its strong encryption, which assures users of a [secure environment](https://respond.io/blog/secure-messaging) for communication. This security is especially important when exchanging sensitive lead information like payment details. Last, embed these Telegram links anywhere to [capture leads](https://respond.io/blog/conversation-led-growth) effectively! Since they’re regular URLs, you can place them on your website, messaging channels, blogs, PDFs and social media posts that support links. In the following section, we’ll explain how you can obtain a Telegram link. ### How Do You Create a Telegram Link? There are two ways for you to get a Telegram link, manually or by using respond.io's convenient Telegram link generator. #### How to Create Telegram Link Manually The first method requires you to manually add your Telegram bot’s username to the t.me address. ![how%20to%20get%20t.me%20link%20-%20simply%20insert%20your%20username%20after%20t.me%20](https://images.ctfassets.net/ph8r57dk1q9w/1b1seuTOLZGJqInivUUgbA/f5b1383f7d481f27014c25cded11a1c1/manual_991bfd35b507f03e743ae8f4eadb9364.png) **1\. Find** your [Telegram username](https://telegram.org/faq#usernames-and-t-me), which is in your profile settings, or your bot’s username by using the [BotFather](https://help.respond.io/channels/telegram#connecting_telegram). **2\. Copy** and paste the username of your profile or your bot after *https://t.me/*. For example *https://t.me/ContentTeamBot*. **3\. Display** this link in convenient locations. If you’re not a fan of the t.me/ URL, you can generate your Telegram link with [one of the following addresses](https://t.me/s/username). These links function identically with the only difference being the addresses themselves. Simply replace *username* with your own: - https://telegram.me/username - https://telegram.dog/username - https://username.t.me/ Next, we’ll go over respond.io’s convenient Telegram link generator. #### Telegram Link Generator by Respond.io Generating a Telegram link from respond.io is a [straightforward process](https://help.respond.io/quick-start/getting-contacts-to-message-you) with minimal steps involved. To get started, navigate to *Settings* > *Growth Widgets*. Then, select *QR Code* and click *Create Widget*. ![Image%20depicting%20respond.io%27s%20interface%3A%20Telegram%20Link%20QR%20Code](https://images.ctfassets.net/ph8r57dk1q9w/5rqCXzBJbiOz2p8RqQREsW/c9e898da95b4820b99d7a49a7078a80e/Telegram_Link_QR_Code_) Under QR code type, select the channel which you would like to generate the link for, in this case Telegram. Then, select the account you’d like to use. This is especially useful if you have multiple Telegram accounts connected to respond.io. ![Use%20respond.io%27s%20Telegram%20Link%20Generator](https://images.ctfassets.net/ph8r57dk1q9w/5aSpEnRGnjovXqkNQECtvw/751dd6631e1f644baf996b23b37ab86a/telegram-link_efec6e639692f2353c3cced21e77db16.png) A Telegram link will be displayed under the generated QR code. Click the copy icon next to the URL to store it in your clipboard. Paste this link wherever you wish to share it. Like with the manually generated link, you can replace the link with one of the following addresses. These links function identically with the only difference being the addresses themselves. Simply replace *username* with your own: - https://t.me/username - https://telegram.dog/username - https://username.t.me/ In the following section, we’ll go over getting Telegram links for your Group or Channel. ### How Do You Create Telegram Group Link or Channel Link In addition to linking to your personal or bot Telegram account, Telegram links can point your contacts to any groups or channels you may have. Follow these instructions to get your [Telegram Group](https://respond.io/blog/telegram-groups) or [Channel](https://respond.io/blog/telegram-channels) links. In order to get a personalized Telegram link for your group, you need to change it to a public group. Since groups are private by default, use the following steps. ![An%20image%20showing%20how%20to%20generate%20Telegram%20group%20link](https://images.ctfassets.net/ph8r57dk1q9w/59pl9UI6IW4UDugEa1AYAp/a57a8b263ffcafd007d0f4390d46fa74/howtogrouplinkcopy_41a7fa2ad814e585ff3debcfa26f6c80.png) How to get a Telegram Link? 1. Open Telegram and navigate to your group or channel 2. Tap on the name of your group or channel at the top 3. On the top right corner, click on the edit button (pencil icon) 4. Click on 'Group Type' and make your group or channel public Next, we’ll go over the benefits of connecting your Telegram bot to respond.io. ### Benefits of Using Telegram with Respond.io For growing businesses, there will be a point when you need to capture and manage more leads. And using the Telegram app or Web app will not be enough. To effectively handle the increasing volume of conversations, businesses will need to upgrade to more sophisticated systems that can handle teams of agents and support advanced features designed for larger operations. By using a [Telegram bot](https://respond.io/blog/telegram-for-business#toc-mobile-10) and a customer conversation management software like [respond.io](http://respond.io), you can do the above and more. [Respond.io](http://Respond.io) is a platform designed for conversational sales, automation and more to increase the efficiency of your teams. Here’s a quick rundown of what you can accomplish. #### Respond AI: Reply to Leads Intelligently As you increase the number of touchpoints with features like Telegram link, the number of Telegram conversations will grow. When that happens, it only makes sense to rely on conversational AI to handle them without dramatically increasing your agent count or load. Configure your [AI Agent](https://respond.io/blog/respond-ai#toc-mobile-3) using your business’s knowledge sources so it can collect customer information and answer common questions. This helps free up your agents from repetitive tasks, allowing them to focus on high-value conversations. For bigger businesses with more complex operations, the AI Agent can also trigger your existing workflows as if it was a human agent. ![Image%20depicting%20respond.io%20triggers](https://images.ctfassets.net/ph8r57dk1q9w/1ZZ0KFvPaXq8r9iyc7m3q3/12f82620a35e1abb3798736a03ab43c4/rESPOND_trigger_ai.png) However, sales agents actively chatting with Telegram leads can also benefit from conversational AI. [AI Assist](https://respond.io/blog/respond-ai#toc-mobile-5) generates replies at the click of a button based on the knowledge sources. On the other hand, [AI Prompts](https://respond.io/blog/respond-ai#toc-mobile-4) are useful for instantly fixing your messages before they’re sent. #### Multi-Channel Support: Capture and Chat on All Connected Channels With [respond.io](http://respond.io)’s [multichannel support](https://respond.io/blog/omnichannel-communication), you can connect the instant messaging channels your customers prefer, such as [TikTok](https://respond.io/blog/tiktok-for-business), [WhatsApp](https://respond.io/blog/whatsapp-business-calling-api) and [Facebook Messenge](https://respond.io/blog/facebook-business-chat)r, along with Telegram. Then, you can use these channels’ unique lead-capturing methods—like [WhatsApp Ads](https://respond.io/blog/whatsapp-ads)—to acquire more leads and respond to all conversations from one platform. Moreover, you can even call personal phone numbers using [VoIP integration](https://respond.io/blog/voip-crm-integration). With multichannel support, customers may reach out on more than one messaging app using different usernames or emails. This can clutter your contact list with duplicates and scattered chat histories. Using [Contact Merge](https://respond.io/blog/merge-contacts), consolidate customer details and conversation history into a single profile so your team has all the context they need in one place. ![Image%20depicting%20respond.io%27s%20contact%20view](https://images.ctfassets.net/ph8r57dk1q9w/2uvI0bZNfgKCxmuaWZaNIW/6b513aad70b5a9c16186195a2865bacb/respond_contacts.png) If your merged contacts have messaged you on Telegram before, you can message them anytime afterward since Telegram has no messaging window. This is handy when messaging windows for other channels have closed before a chat is resolved. Since you’ll have their combined chat histories in chronological order, you won’t miss any key information. #### AI Agents, Workflows and API Integration: Automate Your Interactions If you have a lot of contacts reaching out to your business on Telegram, take advantage of respond.io’s powerful Inbox automations. Use [Workflows](https://help.respond.io/workflows/workflows-overview) to automate tasks like greetings, [routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), and [agent assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio)—all directly from the Telegram Inbox. ![Image%20showing%20how%20respond.io%27s%20inbox%20module%20looks](https://images.ctfassets.net/ph8r57dk1q9w/2lEKOOf7OqsSo2JotwNCTD/b80e315fc2a430888be8b379e6a176fc/Inbox_module.png) You can also rely on [AI Agents](https://respond.io/blog/respond-ai) to handle repetitive replies. It chats with Contacts in real time, resolving common queries instantly and reducing the load on your human agents. Are Contacts looking to chat with customer support or sales? Automatically send them to the right department before an Agent even steps in. This way, your Contacts are immediately connected to someone who can address their needs—no manual triage required. #### CRM & App Integrations: Expand What You Can Do [Respond.io](http://respond.io/) integrates with CRMs like HubSpot and Salesforce, as well as automation platforms like Make and Zapier. These no-code tools make it easy to sync contact data, trigger actions in other apps or update CRM records without leaving the platform. ![Image%20showing%20respond.io%27s%20range%20of%20CRM%20integration%20options.](https://images.ctfassets.net/ph8r57dk1q9w/1H87qo64Zom0CjczbFYlsj/faf05091167242a89224d262bf3e8b3b/CRM_Integrations.png) For more advanced use cases—like quoting, deal creation or escalation flows—[HTTP Request](https://www.youtube.com/watch?v=M8qDmp-A8PU) steps can be used within Workflows. While powerful, these require technical setup and are better suited for teams with developer support. By utilizing integrations, you reduce the number of errors introduced when reentering data. You also improve the efficiency of your Agents since they don’t need to leave the platform to use another tool. #### Reports: Track Performance That Matters It’s one thing to have all the tools at your disposal, but are they being used effectively? Respond.io’s [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) gives you a complete view of how well your team and campaigns are performing. ![Image%20showing%20respond.io%27s%20reporting%20features.](https://images.ctfassets.net/ph8r57dk1q9w/2Sb6tcaHyLbKmzQgU6K5F3/7c1503d834dae73bb4cbd23845465339/Reports.png) Track key metrics like first response time, resolution time, broadcast performance, ad performance and Growth Widget source, all from one place. These insights help you evaluate agent efficiency, measure campaign effectiveness and identify what needs attention. You can also monitor live conversations and step in when necessary to support your team. With visibility across both people and performance, you’ll never be in the dark. #### Lifecycle: Never Lose Track of a Lead The Lifecycle feature helps you keep tabs on where each contact stands, from new lead to closed deal. By assigning a stage to every contact, your team always knows who needs attention and what action to take next. ![Image%20depicting%20respond.io%27s%20Lifecycle%20feature](https://images.ctfassets.net/ph8r57dk1q9w/3oXwxrb4kqG4VjpcLYNymr/452288346b8f7e31e9304aad046a4f8c/Lifecycle.png) You can also trigger Workflows based on Lifecycle stages. Automate follow-ups, re-engage cold leads or assign hot prospects to sales instantly. It's a simple way to stay organized and close more deals efficiently! To sum up, now that you know the benefits of Telegram links and connecting your Telegram account to [respond.io](http://respond.io), it’s time to take your conversations to the next level. Don’t have a [respond.io](http://respond.io) account yet? [Sign up for a free trial](https://app.respond.io/user/register). ### Further Reading To conclude, if this first-hand guide was helpful, here are additional articles on Telegram you might find of use to you and your business: - Telegram Broadcast: How to Use Telegram Bulk Message Sender - Telegram Business: The Ultimate Telegram for Business Guide - How to Sell on Telegram: The Telegram Sales Guide ## [Telegram Push Notifications: A Guide to Telegram Bot Push Notification](https:/respond.io/blog/telegram-push-notifications) Looking for the best way to send free Telegram bot notifications with high open rates? If so, do not miss our guide on Telegram push notifications. Are you looking for the best way to send Telegram bot notifications? If you’d like to get high open rates, try sending a Telegram bot push notification. In this guide, we’ll take you through everything you need to know about Telegram push notifications: what they are, why you should use them and how you can send them using an [AI-powered](https://respond.io/blog/conversational-ai-platform) customer conversation management software like respond.io as a Telegram messaging inbox. ### Telegram Push Notifications: An Introduction Everyone with a smartphone has received push notifications even if they aren't familiar with the term. Here’s a short introduction to the basics of push notifications. #### What are Push Notifications? Push notifications are messages that open as a pop-up on the home screen of customers’ phones. This makes them more effective at grabbing your customers’ attention compared to other messaging methods. For the sake of effectiveness, push notifications should be short and have a clear call to action. Businesses can use push notifications for multiple purposes: - Send customers an OTP code to retrieve a password - Share a limited-time deal with them - Follow up with leads who are considering a purchase or subscription - Ask for feedback with a CSAT survey ![This%20image%20shows%20an%20example%20of%20Telegram%20pop%20up%20notifications%20in%20a%20cellphone%27s%20home%20screen](https://images.ctfassets.net/ph8r57dk1q9w/4WEFwWfiAJDYXmuQoFv4H6/4deab878f13ea84cace6bdefd06be0b1/TelegramPushNotificationsImage01_e7d014ee992061960fd7f69b7972bcdd.png) To reach as many people as possible with push notifications, you'll want to use your customers' most preferred channel. While SMS has been popular in the past, companies are increasingly jumping on the messaging apps bandwagon to send push notifications. But why is this so? You’ll find the answer in the next section, where we’ll gauge the effectiveness of SMS for notifications versus one of the biggest messaging channels worldwide. #### Telegram Push Notifications vs SMS for Business Messaging If your customers are in regions [where Telegram is popular](https://respond.io/blog/top-messaging-apps#toc-mobile-6), you should use Telegram bot notifications. Let’s see what makes Telegram a more efficient channel for push notifications compared to a traditional notification channel like SMS. ##### Business Messaging with SMS Regardless of the [type of number](https://respond.io/blog/business-sms#toc-mobile-4) they choose, businesses that use SMS for notifications face charges by [SMS providers](https://respond.io/blog/business-sms#toc-mobile-6). Costs can easily skyrocket for companies with lots of monthly outbound notifications. While short code numbers are popular due to higher deliverability rates, they are one of the priciest number types. Businesses need to pay setup, quarterly lease and per-message fees. To protect recipients from spam, fraud and abuse, SMS messages are subject to [carrier filtering](https://respond.io/blog/sms-marketing-sms-broadcast#toc-mobile-7). Unfortunately, some SMS may be erroneously filtered and not reach customers. ![This%20image%20shows%20what%20to%20expect%20when%20using%20SMS%20for%20business%20notifications%3A%20Per-message%20fees%2C%20additional%20charges%20by%20SMS%20providers%2C%20carrier%20filtering%20and%20no%20multimedia%20content](https://images.ctfassets.net/ph8r57dk1q9w/4DUm6SppkyIfezVmaoIB9R/a58629e448081046fffb1d38f1d0f842/TelegramPushNotifications_Image10_7bfbf7bfcdd2107590987586b8a55a44.png) Another drawback is that SMS doesn’t support files or media. Although emojis are supported, these need to be decoded, as they aren’t SMS-native. Thus, [using a single emoji can reduce the character limit](https://respond.io/blog/business-sms#toc-mobile-0) of a standard SMS from 160 to 70. To avoid being blocked, businesses should offer customers an easy way to opt out of notifications. But SMS opt-outs are not so convenient. To stop receiving notifications, customers must send an SMS to the business in question, with costs involved. Price and deliverability rates are the two main cons of SMS messaging. But you can circumvent these issues by switching to Telegram push notifications. ##### Telegram Push Notifications for Business Messaging Unlike SMS, Telegram intends to keep messaging free for all users, forever. Plus, Telegram messages are not subject to carrier filtering. As a result, Telegram pop-up notifications boast higher deliverability rates than SMS. There’s more: Telegram’s character limit is 4096 Latin characters, which is way more than SMS’s 160. Plus, Telegram’s emojis are [encrypted in Unicode](https://home.unicode.org/emoji/about-emoji/), so each emoji only takes two characters. > Regardless of Telegram’s character limit, the actual text limit will depend on the software you use to send these push notifications. | | SMS | Telegram Push Notifications | | --- | --- | --- | | Price | Variable | Free | | Deliverability Rates | Low to High | High | | Supports Multimedia | No | Yes | | Opt-out Method | SMS the business with cost involved | Request directly in the 1:1 chat | The platform supports photos, videos and files, which gives businesses the opportunity to send more engaging push notifications and boost open rates. Last, opting out of Telegram push notifications is easy and cost-free. Customers only need to message the business via Telegram requesting to stop receiving notifications. Are you interested in using Telegram for push notifications? In the next section, we’ll guide you through some key points that you should be aware of before you start using this messaging channel. #### What You Need to Know Before Sending a Telegram Bot Push Notification To send push notifications at scale, you’ll need a Telegram bot. [Telegram bots](https://respond.io/blog/best-telegram-bots-list#toc-mobile-0) are like small programs that run inside Telegram and can essentially work as Telegram business accounts. However, Telegram bots are basically APIs and don’t have an interface. They must be connected to a messaging inbox like respond.io. Since businesses use Telegram bots to communicate and interact with customers, Telegram has implemented the following messaging rules to prevent spamming. ![This%20image%20shows%20the%20two%20main%20rules%20of%20Telegram%20pop%20up%20notifications%3A%20Contacts%20must%20send%20the%20first%20message%2C%20and%20no%20messaging%20window.](https://images.ctfassets.net/ph8r57dk1q9w/5gTbyL9Hvpt0oT81cPmD5h/51afa3efff5d0dc349d2dcfa9b5f6dfc/TelegramPushNotificationsImage03_2684fd7d1884287fac010aeb05421838.png) Telegram doesn’t allow you to import contacts to a CRM, as phone numbers and contact IDs are not transferred. Instead, customers must message you first to become Contacts. Luckily, Telegram provides several tools to [encourage customers to chat with you](https://respond.io/blog/telegram-for-business#toc-mobile-13). Unlike [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api#toc-mobile-9) or [Facebook Messenger for business](https://respond.io/blog/facebook-business-chat#toc-mobile-10), Telegram does not have any sort of messaging window. Once Contacts message you, you will be able to send them push notifications whenever needed. That covers all the basics of Telegram bot accounts for customer communication. In the next section, we’ll show you how to send Telegram bot notifications using respond.io as a messaging inbox. ### How to Send a Telegram Bot Push Notification with respond.io Businesses send Telegram push notifications for the following use cases: support, sales, marketing and transactional messages. Because these use cases don’t have the same goals, respond.io features several different modules to compose and send push notifications. ![This%20image%20shows%20the%20different%20types%20of%20push%20notifications%20Telegram%20that%20you%20can%20send%20using%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/ZvCQP3ckuMWbAz6UypIBn/27cfa54f1fdf4774f546605d3eba39db/TelegramPushNotificationsImage04_61db8400dd34ad010d5de740d9fbf9a3.png) Next, we’ll introduce you to three ways to send a Telegram push notification with respond.io through 1:1 messaging, broadcast and Messages API. #### Telegram Bot Push Notification with respond.io: 1:1 Messaging In conversational support and sales, agents tend to send 1:1 push notifications rather than blasting messages to an audience, as their goal is to give dedicated attention to each Contact and build long-term partnerships. Support agents send Telegram bot notifications to inform customers about a resolved issue or an account problem or to request feedback, for example. ![This%20image%20depicts%201%3A1%20Telegram%20pop%20up%20notifications%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/23Ui1iTalXKZ3rBEarxBru/d45e7bc9a13ea0fdba2c5aa846cd38e5/TelegramPushNotificationsImage05_6221243ab4282f6b7d1888074135a9fd.png) Conversely, salespeople often send push notifications to catch up with a customer or schedule a call. Telegram push notifications may also be used in sales sequences along with other messaging channels to nudge unresponsive Contacts. With respond.io, agents can send 1:1 Telegram bot notifications from the [Messages Module](https://docs.respond.io/messages#getting-here). These can be manually typed, saved as [canned responses](https://docs.respond.io/workspace-settings/snippets) or automatically [triggered at the click of a button](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0). #### Telegram Bot Push Notification with respond.io: Broadcast Support teams occasionally broadcast push notifications to inform customers about certain events such as platform maintenance. However, it’s marketers who are generally in charge of broadcasting promotional push notifications to segmented audiences. ![This%20image%20shows%20the%20features%20of%20broadcasting%20notifications%20Telegram%20with%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5kCGiBglvB4uiueinH46oX/d94fac79a61c79755d18301219c20e2e/TelegramPushNotificationsImage06_535592dade43d62e6b75f7443c2ee601.png) [Broadcasting push notifications with Telegram](https://respond.io/blog/telegram-broadcast) comes with some benefits: It’s free, commercial content is allowed and there are no limits to the number of recipients. This makes Telegram a good messaging choice for marketing teams, assuming their customer base is Telegram users. In respond.io’s dedicated [Broadcast Module](https://help.respond.io/l/en/broadcasts-module/broadcasts-overview) you can create, edit, preview, schedule and test your Telegram broadcasts, as well as precisely [segment](https://help.respond.io/l/en/contacts/segments) your target audience. #### Telegram Bot Notifications with respond.io: Messages API We have dealt with Telegram push notifications for support, sales and marketing. But, what about transactional notifications? Transactional push notifications are in most cases automatically triggered in response to a customer interaction with a platform. These notifications include necessary and often sensitive information. You’ve probably received transactional notifications informing you about delivery status, confirming a payment or in the context of a password reset. ![This%20image%20shows%20the%20features%20of%20Telegram%20API%20push%20notifications%20](https://images.ctfassets.net/ph8r57dk1q9w/24hxoBeyKH73d3SPonwMi7/4b93c483a96ca9895195f5a3d2d7d357/TelegramPushNotificationsImage07_b1b088811f8e014ace790bbdf57570b2.png) To automate a Telegram push notification as a response to specific customer actions, you need to use [respond.io’s Messages API](https://docs.respond.io/developer-api/messages-api). Since it’s an API, it is designed to work in conjunction with a business software like a CRM. Messages API allows users to send text, attachments and [text with quick replies](https://docs.respond.io/developer-api/messages-api#send-text-with-quick-replies-request) to create multiple-choice questions. Now you know how to send Telegram bot notifications for sales, support, marketing and transactional messages. But respond.io has more to offer, as we’ll show you next. ### Telegram Bot Push Notification with respond.io: Quick Wins Respond.io isn’t just a messaging inbox for push notifications. Its modules are designed for the whole customer lifecycle. ![This%20image%20shows%20four%20quick%20wins%20customers%20experience%20when%20using%20respond.io%20for%20Telegram%20app%20notification](https://images.ctfassets.net/ph8r57dk1q9w/6CBJCmNqzs9DnI71G6XUI2/c8ddfbe4a3d3931f799199b30ab375fe/TelegramPushNotificationsImage08_8dfdea0435b0451bba16a7e54f66a35b.png) In this section, we’ll focus on some of the features you’ll find in the platform: omnichannel inbox, conversation and performance tracking, chat routing and agent assignment and cross-device functionality. #### Unify All Your Channels in an Omnichannel Inbox Medium to large businesses typically use more than one channel to communicate with customers. This requires an omnichannel inbox to send push notifications over other messaging channels like [LINE](https://respond.io/blog/line-notification) or [Facebook Messenger](https://respond.io/blog/facebook-messenger-push-notifications). Respond.io is an omnichannel inbox that supports a long [list of messaging channels](https://respond.io/integrations) and even your own custom channels! ![This%20image%20shows%20the%20respond.io%20omnichannel%20Messaging%20Module%2C%20which%20you%20can%20use%20to%20send%20Telegram%20pop%20up%20notifications%2C%20as%20well%20as%20push%20notifications%20through%20other%20messaging%20channels%20](https://images.ctfassets.net/ph8r57dk1q9w/3jbxFa8CbCWODRpZv6jCNR/935c696b1d227d60ac5121212d70682a/TelegramPushNotifications_Image11_fdbbf3dcd5466542964261e4757bf809.png) With respond.io as a messaging inbox, you’ll be able to [unify a Contact’s messaging channels into a single profile](https://respond.io/blog/merge-contacts). As a result, you can take advantage of the most convenient channel to send push notifications for every situation. #### Execute Your Ideal Chat Routing and Agent Assignment Strategies Sending a relevant and timely Telegram push notification is important, but you should also ensure customer responses are handled quickly and efficiently by your customer-facing teams. [Respond.io’s Workflows](https://respond.io/blog/november-2021-release-workflows-module-and-send-message-templates-via-messages-api) is a visual automation builder designed to automate marketing, sales and support tasks systematically and reduce agent load. Among other things, you can use it to [route customer conversations](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) to the most suitable team. Start by [setting up a chat routing strategy](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio#toc-mobile-3) that suits your company teams. If you are not very familiar with this, here are some ideas: route conversations based on team function, Contact language or shift. ![This%20image%20shows%20the%20respond.io%20Workflows%20Module.%20This%20automation%20builder%20you%20can%20make%20your%20Telegram%20bot%20send%20push%20notification%20to%20Contacts%20as%20needed%2C%20or%20create%20routes%20to%20handle%20Telegram%20pop%20up%20notification%20responses.](https://images.ctfassets.net/ph8r57dk1q9w/78kSTJYfl4Ytsfi2D4ZRym/50ee62342cae403a394aab510cbe116e/Screenshot2022-09-26at4_01_42PM_ac49f5672f50eb1f2c3914756c267a14.png) Once notification responses get to the right team, they must be [assigned to an available agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio). Use your preferred [auto-assignment strategy](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-4) to distribute the workload among agents and speed up response times. To avoid causing customer frustration when there aren’t agents available, remember to [set up an automated away message](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-10) and an [overcapacity assignment strategy](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-11) too. Additionally, with the launch of [Respond AI](https://help.respond.io/workspace-settings/workspace-setting-respond-ai)'s chatbot, [AI Agent](https://help.respond.io/workflows/step-respond-with-ai), you can leverage it for 24/7 customer support. This tool is designed to handle routine inquiries without relying on human agents. These will help you manage response time expectations and improve customer satisfaction. #### Track Conversations and Agent Performance with Advanced Tools Once notification responses get to the right team, they must be handled accordingly. You’ll be able to do that from the [Messages Module](https://docs.respond.io/messages#navigating-around). From the [Messaging Console](https://docs.respond.io/messages#4.-messaging-console), managers can supervise ongoing conversations and step in if necessary. For a more general view, the [Activity Tab](https://docs.respond.io/contacts/contact-activity) gives access to all the summarized Contact interactions in chronological order. ![This%20image%20shows%20the%20respond.io%20reports%20module%2C%20where%20you%20can%20track%20conversation%20and%20agent%20performance.](https://images.ctfassets.net/ph8r57dk1q9w/33Iqhdis29HOBiyMpWALwF/f3e8e68dbd6ba6ce97cd25591bbaa9f1/Screenshot2022-09-26at4_05_18PM_f2c2b346b085d292dd2f5fddcfb01863.png) The [Reports Module](https://docs.respond.io/reports) is where you’ll find all the Contact and Conversation metrics, and where supervisors can track agent performance. With the help of [filters](https://docs.respond.io/reports#report-filters), they can easily monitor granular details of team performance, like conversation length and number of assigned conversations. #### Notify Customers from Anywhere with the respond.io Mobile App The respond.io app is a pocket-size solution that contains all the features available on the desktop version for agents that need to send urgent push notifications on the go and handle the responses. ![This%20image%20shows%20respond.io%20is%20available%20for%20multiple%20devices%2C%20allowing%20you%20to%20send%20Telegram%20in-app%20notifications%20from%20your%20phone%20and%20desktop%20likewise](https://images.ctfassets.net/ph8r57dk1q9w/hwnFPYkxJUCvU8Hxv3NdG/977b550c24f77edd814b7d7ec72f7926/FBPushNotificationsImage092_ba7402abcc23f6eecb2fcfd6c867e9eb.png) Because unexpected events shouldn’t get in the way of customer communication, make sure your messaging inbox is cross-device. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. Do you want to send Telegram push notifications with the leading customer messaging platform? [Sign up for a respond.io account here.](https://app.respond.io/user/register) ### Further Reading If you’ve found this article interesting, here are some additional readings for you: - Telegram Sales: A How-To Guide - Telegram Support: A How-To Guide - How To Generate a Telegram QR Code ## [Telegram QR Code: How to Generate Telegram QR Code ](https:/respond.io/blog/telegram-qr-code) Interested to find out more about Telegram QR codes and how you can use them for your business? In this article, we’ll explain what Telegram QR is, how to generate them and where to use Telegram QR codes for your business. Interested to find out more about Telegram QR code and how you can use it for your business? In this article, we’ll explain what Telegram QR code is, how to generate Telegram QR code and where to display them for your business. ### What is Telegram QR Code Telegram QR code is a type of barcode that encodes alphanumerical information such as your phone number. It is designed to be scanned using a QR code scanner or your smartphone camera. You can scan a QR code to log in to [Telegram Web Version](https://web.telegram.org/#/login), a browser-based messaging tool that works like [WhatsApp Web](https://respond.io/blog/whatsapp-business-web), or Telegram app for desktop, an app you can download to your PC. A QR code also allows you to share your Telegram contact. ![This%20is%20an%20image%20that%20describes%20how%20to%20use%20telegram%20web%20qr%20codes%20for%20your%20business.%20You%20can%20open%20telegram%20qr%20code%20to%20login%20to%20telegram%20web%20or%20telegram%20app%20for%20desktop.%20Secondly%2C%20the%20telegram%20scan%20qr%20code%20also%20allows%20you%20to%20share%20contacts%20easily.%20](https://images.ctfassets.net/ph8r57dk1q9w/7DpIulMzdl1bny9BwXmrbx/927b770bd119acd377db47f54d6bb50b/TelegramQR_Image01_3b7bde1f510fe4c13555c89d1a53949b.png) One thing to note is that you need to have Telegram app installed on your phone or you’ll be directed to download the app upon scanning the code. Next, we’ll take a look at how Telegram QR codes benefit your businesses. ### Benefits of Telegram QR Codes for Your Business Like other messaging channels, Telegram doesn’t allow businesses to import contacts to prevent them from spamming customers. Instead, you need to [get customers to message you first](https://respond.io/blog/telegram-for-business#toc-mobile-13). Luckily, there’s a quick and easy way to do this. Telegram QR codes can be shared on almost any medium. If you want customers to reach out to you, display your QR codes in places where customers can find them easily. ![This%20is%20an%20image%20that%20describes%20the%20benefits%20of%20telegram%20qr%20code%20scanning.%20By%20displaying%20your%20telegram%20qr%20code%20scan%20on%20places%20where%20customers%20can%20find%20easily%2C%20they%20can%20scan%20the%20code%20and%20be%20added%20to%20your%20contact%20list.%20Telegram%20qr%20code%20scanner%20also%20can%20be%20shared%20on%20almost%20any%20medium.%20Lastly%2C%20the%20telegram%20web%20scan%20qr%20code%20also%20makes%20it%20easy%20for%20you%20to%20share%20contact%20info%20with%20customers.%20](https://images.ctfassets.net/ph8r57dk1q9w/sYiSUTh7UbJ5MWoas0ZeI/e36d63d0f3358f49989bcca454fba751/TelegramQR_Image02_32663370bf44ce2b1014fc3984254d7a.png) When customers scan the QR code, they’ll be directed to the Telegram app where they can start chatting with you. They will also be automatically added to your contact list. Let’s see how it works. ### How a Telegram QR Code Works For a customer to start a conversation with your business over a Telegram QR code, two steps are neccesary. #### 1\. Creating a QR Code When businesses wish to share their Telegram details, they have the option to generate a QR code right within the Telegram app. To generate it and share it, you’ll need access to your profile #### 2\. Scanning the QR Code Customers looking to join a specific Telegram profile, group or channel can do so from their Telegram app. They will find an option to *Join a Group* or *Add a Contact* using a QR code. Utilizing the device's camera to scan the QR code provided by another user, they will be seamlessly guided to the desired profile, group, or channel on Telegram upon a successful scan. In the next section, we’ll show you two different ways to generate Telegram QR codes to share with your contacts. ### How to Generate Telegram QR Codes You can generate Telegram QR codes easily via one of these methods: Directly on the app or respond.io’s platform. Find the step-by-step guide below. #### How to Generate Telegram QR Code on Telegram App Generating a QR code is quick and easy. All you need to do is follow the steps below to share your QR codes with customers so they can connect to your business right away. ![This%20image%20describes%20the%20steps%20to%20generating%20qr%20code.%20First%2C%20tap%20settings%2C%20then%20tap%20the%20qr%20code%20icon%20and%20tap%20share%20qr%20code%20button%20to%20your%20customers.%20](https://images.ctfassets.net/ph8r57dk1q9w/60uThOjXaDnVu6RFk2zFl5/ca65af28b464b8f9f39bb7e157b38cb1/UploadWeChatlogo61_3194914ee3716287713ba72dc8558c20.png) Here are the steps to get a QR code on the Telegram app: 1. Tap Setting on the bottom panel of your Telegram app. 2. Tap the QR code icon on the top left corner. 3. Choose a background design that you like and tap the Share QR Code button to share it with your customers. And that’s how you do it. Now let’s look at how to create a QR code on respond.io. #### How to Generate Telegram QR Code on Respond.io A [Telegram bot (or Telegram API)](https://respond.io/blog/telegram-for-business) doesn’t come with an interface. If you want to send or receive messages via the bot, you need an [AI-powered](https://respond.io/blog/conversational-ai-platform) customer conversation management software like respond.io. On the platform, you can also generate QR codes to connect customers to your Telegram instantly. ![This%20image%20describes%20how%20to%20generate%20telegram%20for%20pc%20qr%20code.%20Want%20to%20know%20how%20to%20scan%20telegram%20qr%20code%20on%20respond.io%3F%20find%20out%20here.%20Click%20on%20Setting%20icon%20and%20select%20channels.%20Click%20your%20Telegram%20channel%20and%20scan%20code.%20Download%20the%20telegram%20desktop%20qr%20code%20and%20you%27re%20done%21%20](https://images.ctfassets.net/ph8r57dk1q9w/2zCj3VgGgKooIJXSPppL1k/7ee3d84ca8b4ea2f1ba474ff2518f940/untitled_244bb879221f815e93b97ce2d6885c68.jpg) Generating a Telegram QR code from respond.io is a [straightforward process](https://help.respond.io/quick-start/getting-contacts-to-message-you) with minimal steps involved. To get started, navigate to *Settings* > *Growth Widgets*. Then, select *QR Code* and click *Create Widget*. Under QR code type, select the channel which you would like to generate the QR code for, in this case, Telegram. Then, select the account you’d like to use. This is a handy feature if you have multiple Telegram accounts connected to respond.io. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20generate%20QR%20code%20for%20your%20Telegram%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/47Fqqy8CvxR78DiZOe33Oc/7775889a7004dc1313b4ca67d27b6125/screenshot-2023-03-16-at-52851-pm_cd34b6d9742de2a40f7d15416d3d6d79.jpg) A Telegram QR code will be displayed. Finally, click the *Generate Widget* button at the top right to create your QR code. Now that you’ve learned how to generate Telegram QR codes, we’ll show you the best places to display your QR codes next. ### Where to Use QR Codes The versatility of Telegram QR codes allows you to place them anywhere, whether in physical or digital form. Publish QR codes encoded with your contact information on your marketing collaterals like product brochures and posters to convert offline traffic to Telegram contacts. If you want a fuss-free way of connecting customers to your business or collecting customer feedback, print the QR codes on receipts and packaging to encourage customers to scan them. ![This%20is%20an%20image%20that%20describes%20where%20to%20use%20scan%20telegram%20qr%20code.%20Print%20your%20web%20telegram%20scan%20qr%20code%20on%20marketing%20collaterals%20to%20encourage%20customers%20to%20scan.%20You%20can%20also%20print%20telegram%20scan%20qr%20code%20login%20on%20receipts%20and%20packaging.%20Another%20spot%20to%20display%20your%20telegram%20login%20by%20qr%20code%20is%20on%20you%20website%20web%20chat%20widget.%20%20](https://images.ctfassets.net/ph8r57dk1q9w/6SdpJMOMq4Bf5JWfgiMss8/a202d95115e338460f8b83f08c3adac7/TelegramQR_Image03_a9dc5f56e08576fbda191c929de27ce7.png) In addition to adding your QR codes in physical locations, you can also attach them to any digital locations like websites, social media posts or videos. Not to mention, [adding QR codes to your website web chat](https://respond.io/blog/add-telegram-to-website) encourages visitors to start a conversation with you. If your customers are reaching out to you on other messaging channels like [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [LINE](https://respond.io/blog/line-official-account) and [WeChat](https://respond.io/blog/wechat-official-account), connect them to the respond.io’s omnichannel widget to deliver seamless communication. In short, Telegram QR codes present an easier and faster way for customers to contact your business. This leads to a great sales or support experience, which increases the likelihood of them engaging with your business again. Are you interested in using Telegram for business after reading this guide? [Connect your Telegram account to respond.io](https://help.respond.io/channels/telegram) today. ### Further Reading Interested to learn more about how Telegram can benefit your business? Take a look at some of the articles below: - How to Use Telegram to Send Broadcast Messages - Comprehensive Guide to Selling on Telegram - Top 5 Best Telegram Bots ## [Telegram vs WhatsApp: 9 Differences & Which App Is the Best?](https:/respond.io/blog/telegram-vs-whatsapp) Choosing between Telegram vs WhatsApp can be tough. Read on to discover their key differences to find the best platform for your business's needs. Messaging apps are a dime a dozen. That said, regardless of where you’re from, you’ve probably noticed 2 names constantly rising to the top: [Telegram](https://respond.io/blog/telegram-for-business) vs [WhatsApp](https://respond.io/blog/whatsapp-business-app). Choosing between them isn’t as easy as picking your favorite color. It’s about finding the right solution to help you close deals faster and keep customers happy. Each app comes with its own strengths, weaknesses and a few surprises that can shape how your sales and marketing teams operate. ### Telegram vs WhatsApp: A Quick Glance On paper, Telegram and WhatsApp can seem deceptively similar: they’re both designed to connect people. That said, though their end goal is the same, how they achieve this couldn’t be more different. Here’s a rundown of their main differences: | | Telegram | WhatsApp | | --- | --- | --- | | User Base | 950 million users | 2 billion users | | Platform Availability | Mobile, desktop and web | Mobile, desktop and web | | Interface | Feature-rich but can overwhelm new users | Clean and simple; easy to adopt | | Groups | Supports up to 200,000 members | Supports up to 1,024 members | | Security & Privacy | End-to-end encryption only in Secret Chats | Default end-to-end encryption for all chats | | Integrations | Open APIs for custom bots and clients; no approval required | Business API integrates with CRMs; requires approval | | Multimedia Sharing | Files up to 2GB (4GB Premium); cloud storage | Files up to 2GB; no cloud storage | | Broadcasting | Unlimited subscribers via channels | Broadcast lists capped at 256; limits removed with tools like respond.io | | Pricing | Free; Premium for $4.99/month | Free for personal use; Business API charges per message | Now that you have the big picture let’s take a closer look at how Telegram and WhatsApp compare in terms of their specific features. ### Telegram vs WhatsApp: 9 Key Differences Small details can lead to big results, and figuring out exactly how these 2 messaging giants differ can help you make a more informed decision. Let’s start by examining their user bases. #### #1 Telegram vs WhatsApp: User Base and Popularity When it comes to [business messaging](https://respond.io/blog/business-messaging), *size matters*. More users = more opportunities to connect with audiences. But beyond numbers alone, simply knowing where audiences are located will help you make smarter decisions. After all, the first rule of sales is to be where your customers are. ![Comparison%20of%20Telegram%20and%20WhatsApp%20user%20base%2C%20highlighting%20regional%20preferences%20and%20answering%20the%20question%3A%20what%20is%20Telegram%20used%20for.](https://images.ctfassets.net/ph8r57dk1q9w/1Uyqe5BfBiUwRa9ADGCim9/26c599e57e81028ea5e86bfb5712e0e9/telegram-vs-whatsapp-image-2_04a5933ff8f8dea1d4391f4ca0b6fe85.png) - Telegram: With 950 million users, Telegram has been steadily climbing the charts over recent years. Its audience is concentrated in Asia (38%), Europe (27%), Latin America (21%) and the Middle East and North Africa (8%). If your audience skews younger or leans tech-forward, Telegram is for you. - WhatsApp: With 2 billion users spread globally, when it comes to sheer numbers, WhatsApp is king. Moreover, it’s the go-to app in regions like India, Latin America and parts of Europe, making it a no-brainer if you want massive reach. If your goal is maximum reach, WhatsApp takes the crown. However, if you’re targeting tech-oriented audiences or specific regions in Asia and Europe, Telegram’s rising popularity is hard to ignore. #### #2 Telegram vs WhatsApp: Platform Availability Everyone owns either a phone, laptop or tablet. This means sales teams need to be flexible. Whether pitching a deal with a laptop, responding to questions on a phone or following up with a customer on a tablet, you need a platform that works with, not against you. | | Telegram | WhatsApp | | --- | --- | --- | | Device Support | Mobile, desktop, tablet | Mobile, desktop, tablet | | Multi-device Functionality | Fully supported, independent of phone | Supported but initially reliant on phone | | Cloud-based | ✅ | ❌ | - Telegram: Fully cloud-based, it lets you log in on multiple devices simultaneously without tying you to your phone. Your chats sync across devices effortlessly, meaning you can switch from your desktop at work to your tablet or phone on the go. - WhatsApp: Although WhatsApp is available on mobile, desktop and web, it has historically required a connected phone for its web and desktop versions. Recent updates have introduced multi-device functionality, but the experience is still not as smooth as it could be. Telegram’s platform flexibility makes it the clear winner for teams who need cross-device functionality. WhatsApp technically gets the job done but with a bit more friction. #### #3 Telegram vs WhatsApp: Interface and User Experience A good user interface and user experience makes or breaks entire messaging platforms. Getting lost in a sea of confusing buttons and settings is a sure way to waste your team's time and potentially lose leads. | | Telegram | WhatsApp | | --- | --- | --- | | Ease of Use | Steeper learning curve | Simple and intuitive for all users | | Adoption Speed | Slower due to complexity | Quick onboarding | For simplicity and ease of onboarding, WhatsApp wins. If you’re looking for advanced tools and customizations, Telegram is worth the effort, but it takes time to master. #### #4 Telegram vs WhatsApp: Group Messaging Whether it’s a sales-oriented brainstorming session or a customer community group, the right group messaging features can make all the difference. | | Telegram | WhatsApp | | --- | --- | --- | | Group Size Limit | Steeper learning curve | Simple and intuitive for all users | | Admin Controls | Slower due to complexity | Quick onboarding | If you’re managing thousands of participants, Telegram takes the cake. WhatsApp’s group tools are simple and effective for smaller, focused interactions. #### #5 Telegram vs WhatsApp: Security and Privacy [Secure messaging](https://respond.io/blog/secure-messaging) is a non-negotiable. Customers and businesses alike need secure platforms that protect data. No one wants to feel like their conversations are vulnerable! | | Telegram | WhatsApp | | --- | --- | --- | | End-to-end Encryption | Secret Chats only | Enabled by default | | Data Storage | Cloud-stored | Local | | Metadata Collection | Minimal | Extensive | WhatsApp provides straightforward, reliable encryption for everyday use. Telegram offers more nuanced features but requires extra steps to achieve the same level of security. #### #6 Telegram vs WhatsApp: Integrations A messaging app is only as powerful as the tools it connects with. Integrations let you tie messaging into your CRM, automation workflows or even lead-generation tools, turning a simple chat platform into a centralized hub for your sales and marketing operations. | | Telegram | WhatsApp | | --- | --- | --- | | APIs | Free Bot API and Telegram API | Business API | | Flexibility | Open to all, no fees or approval needed | Requires approval for API use | Telegram is great for businesses prioritizing flexibility and customized workflows, while WhatsApp is better suited for polished, structured operations. #### #7 Telegram vs WhatsApp: Multimedia Sharing Pictures speak a thousand words. Infographics, sales decks, battlecards and videos all come together to help you connect better with leads and customers. ![Table%20covering%20WhatsApp%20storage%20and%20Telegram%20storage%20limits%20%28i.e.%20file%20sharing%20limits%29.](https://images.ctfassets.net/ph8r57dk1q9w/1tthQnZelQtqS5XvusB2YN/d4e83e2d49867032cd691396786242d0/telegram-vs-whatsapp-image-8_54f208111593bad2c8a6f36e6f1d8dc6.png) For quick, more casual media sharing, WhatsApp holds its own. But if you’re in the business of big ideas and bigger files, Telegram’s multimedia capabilities might be more up your alley if you’re willing to pay a premium. #### #8 Telegram vs WhatsApp: Broadcasting Broadcasting, when done right, provides you with a direct line of communication to leads and customers through updates, promos and announcements. | | Telegram | WhatsApp | | --- | --- | --- | | Subscriber Limit | Unlimited | 256 recipients | | Requirements | None | Recipients must save your number | | Scalability | High | Limited but scalable with API tools | - Telegram: Telegram’s multimedia sharing is built for marketing. With file size limits up to 2GB (4GB for premium users), you can send anything from feature-length videos to complete pitch decks. Plus, it’s all stored in the cloud, so recipients can access files anytime, anywhere. - WhatsApp: Sharing media on WhatsApp is intuitive but is more limited. WhatsApp permits the sharing of files up to 2GB, which is suitable for most standard media sharing needs. However, for exceptionally large files, users may need to consider alternative methods. For channel-based broadcasting needs, Telegram offers a great solution with its unlimited subscriber cap. In contrast, WhatsApp, when integrated with tools like respond.io, can be much more potentially effective for more personalized, targeted outreach. #### #9 Telegram vs WhatsApp: Pricing When choosing a messaging app, money matters. But it’s not just about the price tag but also the value you’re receiving in return. | | Telegram | WhatsApp | | --- | --- | --- | | Base Cost | Free | Free | | Premium Subscription | $4.99/month (4GB file uploads, faster downloads, exclusive stickers) | ❌ | - Telegram: Telegram's channels are designed to broadcast messages to an unlimited number of subscribers. Subscribers can join or leave channels at their discretion, providing users flexibility and control over the content they receive. - WhatsApp: Native WhatsApp broadcast lists are capped at 256 recipients and require that recipients save your number. However, when using WhatsApp Business API via tools like respond.io, these limits are removed. Businesses can send bulk messages without manual list management and access reports, like delivery and read rates, to track performance. Telegram is fantastic for businesses with tight budgets. However, though WhatsApp is free unless you need WhatsApp API, pairing it with respond.io can keep costs manageable as well. ### Telegram or WhatsApp: Which Is the Best Messaging App for You? Both platforms look fantastic on paper, so if you’re still on the fence, that’s understandable. They both have their pros and cons, but to help you decide on the best messaging app, ask yourself these 5 questions. ![Image%20showing%20key%20questions%20to%20ask%20when%20finding%20the%20best%20messaging%20app%20for%20business.](https://images.ctfassets.net/ph8r57dk1q9w/5EBNxbADDwJa6JrUwBhrDe/015a8cf1c867799c89aa4110eb5a4240/telegram-vs-whatsapp-image-11_22602c2a447b6182d58d29c9ece3cb6c.png) #### #1 Telegram or WhatsApp: How important is data security to your business? Security isn’t something you should ever skimp on, regardless of whether you operate in a regulated industry or not. Customers want secure conversations and it’s your duty as a business to deliver on that end. While both platforms are secure, WhatsApp might take the edge for some since its default end-to-end encryption means you can have safer conversations without extra steps. #### #2 Telegram or WhatsApp: What is your budget? If you can’t afford the costs of a platform, then it’s probably not for you. Telegram is largely free, offering a wide range of features with no added cost, although it has a steeper learning curve. WhatsApp is free as well unless you’re considering using API, then extra fees come into play depending on your situation, though external platforms like respond.io can help you optimize these costs. #### #3 Telegram or WhatsApp: What are your messaging needs? Think about the features that are most important for your business communication. If you need a simple, user-friendly platform for straightforward messaging, WhatsApp's clean interface might be ideal. On the other hand, if you believe your business would benefit from advanced features like bots and large file-sharing features, Telegram might be better for you. #### #4 Telegram or WhatsApp: Who is your target audience? You need to align your sales and marketing efforts according to your audiences to ensure the right ears are hearing you. WhatsApp is widely used in regions like Southeast Asia and Latin America, while Telegram has a stronger presence in Eastern Europe and the Middle East, so choose accordingly! #### #5 Telegram or WhatsApp: Have you considered using both? Telegram and WhatsApp are fantastic solutions on their own, which is why picking between the 2 can be tough. But what if we said there’s a third option? Why not use *both* Telegram and WhatsApp? Sure, managing multiple channels can seem intimidating, but that's where respond.io comes into play by letting you easily manage all your conversations in one place so you can focus on what you do best: doing sales and keeping customers happy. ### Further Reading If you found our article insightful, you should check out the following reads: - How to Add Telegram to Website: A How-To Guide - WhatsApp Business Alternative: 6 WhatsApp Alternatives for Business - WhatsApp Widget for Website: A Guide to WhatsApp Chat Widget ## [The 11 Best Telegram Bots ](https:/respond.io/blog/best-telegram-bots-list) So you’ve entered the world of Telegram and learned about bots. Perhaps you’re curious how to use Bots on Telegram or how to create a Telegram Bot of your very own. In the post, we’ve got a list of the best very Telegram Bots. Want to find the best Telegram bot list? We’ve got you covered. In this article, we’ll share how to use Bots on Telegram, how to create your own Telegram Bot and a list of the best Telegram Bots out there. ### What is Telegram Bot List? Introduced in 2015, Telegram Bots are third-party chat apps made with the [Telegram Bot API](https://respond.io/blog/telegram-for-business#toc-mobile-5). Telegram bots are essentially automated Telegram accounts you can chat with or add as friends to your chats, groups or channels. While other messaging apps like [WhatsApp](https://respond.io/blog/whatsapp-business#toc-mobile-5) and [Kakao](https://respond.io/blog/kakao-for-business#toc-mobile-5) place strict limits on what users can create, Telegram allows their users to create Telegram Bots for pretty much anything. Today, you can easily create tons of useful Telegram bot list. Users can create bots that act to play music, send emails, organize tasks, schedule reminders, or even as a digital storefront. There are plenty of bots out there to fulfil almost every need you can think of. One common question is, are Telegram Bots safe? #### Are Telegram Bots safe? While Telegram is known for its end-to-end encryption using MTProto, researchers found that Telegram Bots rely on a less secure protocol called Transport Layer Security. Adding a Telegram Bot weakens the encryption, making it more susceptible to hackers. However, [Telegram has refuted claims](https://telegra.ph/Telegram-Bot-Keys-01-17) over its security issue stating that it’s another instance of *If I had your keys, I could get into your home* story. Considering both sides of the argument, are Telegram Bots truly safe? It’s best to use them at your own discretion. #### Telegram Bot List: How to Use Bots on Telegram While creating Telegram Bots require some coding skills, using a Telegram Bot is simple enough and anybody can do it. Simply follow the steps below to start using your first Telegram Bot. 1\. **Find** the bot’s username using the in-app search bar and select the bot from the list. ![Search%20for%20a%20Telegram%20Bot%20with%20its%20username%20in-app](https://images.ctfassets.net/ph8r57dk1q9w/481ltl69pMKTnYJLYciO14/a079490834f8c53a57fc81f17ed0033f/ScreenShot2020-08-10at4_1e49068649413665924e21cef5243ff2.png) Take note that you should be searching the Telegram bot’s username and not its display name. There can be multiple accounts with similar display names, but usernames cannot be duplicated. 2\. **Start** a conversation with the Bot and follow the commands. ![Chat%20with%20the%20Telegram%20Bot%20by%20clicking%20start.](https://images.ctfassets.net/ph8r57dk1q9w/ZT2uYIPayW118DvEHhZWj/9ab0520b17b2acfb2482018b64514493/ScreenShot2020-08-10at22_7e25e3d36c4464d28bd6a22f14d9c762.png) And you’re done! That’s pretty much it, although different bots have their own unique prompts and commands. If you’d like to have an idea of how these Telegram Bots work, don’t hesitate to check out our list of Telegram bots below. ### 5 Best Telegram Bot List It’s hard to define what best Telegram Bots mean. It really depends on the kind of functionality you are looking for. To create our best Telegram Bot list we picked out the best bots for Telegram with functionality that goes above and beyond most bots. #### 1\. Trello Bot (@trello\_bot) Trello is a kanban board for task and project management. If you get tired of using the interface to manage your project, try the [Trello Bot](https://t.me/trello_bot). Using the Telegram Trello Bot enables you to create cards and receive update notifications from your Trello board. ![Authorize%20your%20Trello%20account%20and%20select%20a%20board.](https://images.ctfassets.net/ph8r57dk1q9w/3uGDWW9Naf961KiswaQAZd/b71edb411b9bc8a38fb68921b6fd3d61/ScreenShot2020-08-12at52_b91acdd71cb7ce73239d6153637b7579.png) Before using the Trello Bot, you will need to let the bot know which board you would like to connect to. Once connected you can add the bot to groups, create new Trello cards, and receive card notifications as well as user replies. #### 2\. Gmail Bot (@gmailbot) Want to use Gmail without leaving Telegram? Look no further, this is where the [official Gmail Bot](https://t.me/gmailbot) comes in. With the Gmail Bot, you can receive, send, and reply to emails within Telegram as instant messages. ![This%20is%20how%20the%20Gmail%20bot%20looks%20like%20when%20an%20email%20is%20received.%20All%20emails%20received%20with%20the%20Gmail%20Bot%20appears%20as%20instant%20messages%20on%20Telegram.](https://images.ctfassets.net/ph8r57dk1q9w/4rYfAWUyg6e5rn7HWXg9VO/73ed9a47ac95b00134c65054e726f435/ScreenShot2020-08-11at11_ca4f1b68172b4e2dc2287c77659640f5.png) To start using Gmail Bot, simply search for @gmailbot in the search bar and click *Start* to chat. Follow the commands on the screen and authorize your account. After authorization, you’ll start receiving emails in your Telegram chat. #### 3\. Spotify Bot (@spotify\_to\_mp3\_bot) Didn’t think there were music bots on Telegram? Think Again. With [Spotify Bot](https://t.me/spotify_to_mp3_bot) you’ll never have to leave Telegram to play music. Linking your Spotify account to Spotify Bot allows you to search, listen to and download tracks from Spotify’s database. ![Spotify%20Bot%20is%20another%20useful%20Telegram%20Bot%20where%20you%20can%20download%20and%20listen%20to%20your%20Spotify%20albums%20and%20playlist%20within%20Telegram%20itself.](https://images.ctfassets.net/ph8r57dk1q9w/1unSTYcVWNln8ianKMHiEf/fbfae8e781bd7ddd32ff5d4af6e8e191/ScreenShot2020-08-11at3_d61c9ad1c35c8915274a94bddccf32ad.png) Once you’re connected, there’s a menu list for you to choose from. To start listening to your favorite tracks on Telegram, download a playlist or album. #### 4\. ManyBot (@manybot) Creating a Telegram bot from scratch may seem like a daunting task to many, but now there’s [ManyBot](https://telegram.me/manybot) to fix that. With ManyBot, you can create bots in Telegram without coding, such as broadcast messages, create custom commands and menus, auto post from RSS, Twitter or Youtube and add more admins to help you manage your groups. ![Create%20a%20new%20Telegram%20Bot%20with%20Manybot.](https://images.ctfassets.net/ph8r57dk1q9w/7tCHaSlsVR3gHCzfDE5r7g/d97665c79cf170f9b00418ccaed07bde/ScreenShot2020-08-11at5_f2c973ae8b42d2123fc797208f4cfa5d.png) To start, follow the command on ManyBot by going to [BotFather](https://respond.io/blog/telegram-for-business#toc-mobile-6) for a new bot name and an API token. Then, link your API token back to ManyBot and give it a short description. Now, follow the rest of the instructions on ManyBot and you’re done! While Telegram Bots can schedule and broadcast messages, bot owners will notice there’s nowhere to answer 1:1 messages sent to the bot. To do so, you can [create a respond.io account](https://app.respond.io/user/register) and [connect your Telegram Bot List](https://help.respond.io/channels/telegram) to the platform. #### 5\. File Converter (@newfileconverterbot) Want to convert files or images from one format to another? Now you can do it easily with the [File Converter](https://telegram.me/FileConverterBot) bot. Just search for the name in the search bar and click start. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20use%20File%20Converter%20bot%20on%20your%20Telegram](https://images.ctfassets.net/ph8r57dk1q9w/3I7jbe00Yo4jX4oHQqBjvf/788b7160df7793cce9bc51fa956e7594/Screenshot2022-12-07at4_33_55PM_256b48667a8cbcf3329993cc67b8c911.png) To convert a file or an image, just send it to the bot. It will provide a list of formats that you can convert to. Pick the format that you want and finally, click on the name of the file to download the converted file. #### 6\. DropMail.me (@DropMailBot) For those who don’t want to share their email address in contact forms to avoid receiving spam mail, [DropMail](https://dropmail.me/en/) has a solution for you. This bot provides temporary email addresses and receives confirmation or activation emails to complete your sign-up process. ![ALT%3A%20This%20is%20a%20screenshot%20that%20shows%20how%20to%20use%20DropMail%20bot%20to%20generate%20temporary%20email%20address.%0A](https://images.ctfassets.net/ph8r57dk1q9w/2Zas3W4QWY46dBryeBsjhl/2c5f32e43edd686dc6d4fb07f1fbea13/Screenshot2022-12-08at3_09_12PM_a85c83768a8230330917ba2418b73b23.png) Once you’ve connected DropMail.me. to your Telegram account, click start and you’ll receive a list of action prompts. To generate a new temporary email address, type /get. #### 7\. Zoom (@zoombot) Don’t want to install the Zoom app on your phone or computer? No worries. Just connect the [Zoom bot](https://t.me/zoombot) with your Telegram app. Here, you can create or join a meeting straight from Telegram. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20use%20Zoom%20to%20make%20calls%20from%20your%20Telegram](https://images.ctfassets.net/ph8r57dk1q9w/1hJT2IOFZNkkbxAnLLOhbf/2812b467465427ca609e500a002111f2/Screenshot2022-12-08at2_45_28PM_8a64abd917cd5242525e7aece469ada7.png) To get started, sign in to your existing Zoom account on the website or create a new one if you don’t have an account. Now you can create a new meeting or join one by clicking the three horizontal lines in the bottom left page of the chat. #### 8\. File to Bot (@filetobot) For those who worry about running out of storage on their phones or computers, consider adding [File to Bot](https://t.me/filetobot) to your Telegram. It acts as an external cloud for your files. Here, you can organize your saved images, documents, files and more. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20upload%20files%20to%20File%20to%20Bot.](https://images.ctfassets.net/ph8r57dk1q9w/6YC8mCCDKoLgqEhySnFT7D/b9479f57e2adbdd6fbc37ec0ec3366d3/Screenshot2022-12-08at3_46_39PM_0b3243f333d5663dd3ea75ac20068296.png) Just send your files to the bot and it will store them in the cloud. Uploaded files can be downloaded easily from the bot too! And the best thing is, there is no limitation on file size so you can upload as many as you want to. #### 9\. Babelgram (@BabelgramBot) Are you chatting with a customer who speaks another language? Save the hassle of copying and pasting the message and use [Babelgram](https://t.me/babelgrambot) to help you to translate right while you’re typing. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20use%20Babelgram%20to%20auto%20translate%20your%20messages%20on%20Telegram.](https://images.ctfassets.net/ph8r57dk1q9w/7EJrrDoQBPBZlxlxfbNABT/1adc71c0f27cfa10995e861ee575049e/UploadWeChatlogo_d9fabc82a15f47c9723cfcb759fc8b22.png) First, you need to add Babelgram to your chat. Whenever you want to converse in another language, tag @BabelgramBot, followed by the code for the original language and the code for the translated language into the chat. Then, click on the translated text to send the message. #### 10\. Dr. Web (@drwebbot) There’s nothing scarier than receiving a file that contains viruses that could corrupt your devices. To ensure the safety of files and links transferred via Telegram, get a consultation from [Dr. Web](https://t.me/drwebbot). It’s the first anti-virus bot for checking links and files and it works on any device that has Telegram installed on it. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20use%20Dr%20Web%20to%20scan%20your%20documents%20for%20viruses.](https://images.ctfassets.net/ph8r57dk1q9w/6EVcOYyrNvVbgG2wRAuPJd/73e9a76dd17a4d58c0100a2ba1f54f81/Screenshot2022-12-08at4_25_39PM_0c575427d9c4977e05e42adb4f168cc1.png) To check whether a file is safe to open, just forward it to Dr. Web. The bot will scan it and let you know if there’s any threat detected. #### 11\. IFTTT Bot (@IFTTT) [IFTTT](http://t.me/ifttt), also known as *If This Then That* is a software platform that connects and syncs your favorite apps and devices using chains of conditional statements. The IFTTT Bot links Telegram to 360 other services, enabling you to [use it in groups, channels or as a personal assistant in various ways](https://ifttt.com/telegram). ![Connect%20the%20IFTTT%20Bot%20to%20a%20Telegram%20channel%20or%20Telegram%20group.](https://images.ctfassets.net/ph8r57dk1q9w/2LMaouB21kNz3uHDCOazjc/fe4147bd2be429106324af9a42ebc76c/ScreenShot2020-08-12at12_18_33PM_a6b4130c566ff5aa6c22d60b99bca526.png) For the more adventurous, signing up with IFTTT also allows you to create and customize your own chain of conditional statements or *applets*. While uploading applets on IFTTT is a paid service, using the platform and integrating it with Telegram is free. Now that you know where to find the best Telegram bot list, it’s time to add them to your Telegram. [Connect your Telegram to respond.io](https://help.respond.io/channels/telegram) today. ### Further Reading We’ll continue updating our Telegram bot list with new top Telegram Bots in the future. In the meantime, check out the other articles on Telegram. - Ultimate Guide to Telegram for Business - What are Telegram Groups - How to Send Telegram Broadcast ## [The August 2021 Release: IMAP/SMTP Integration, Website Chat Improvements & Broadcast to Imported Contacts](https:/respond.io/blog/august-2021-release-imapsmtp-integration-website-chat-improvements-and-import-to-broadcast) In this release, we’ve resolved quite a number of issues and addressed several highly requested features. These improvements include IMAP/SMTP Integration, Website Chat Improvements and Broadcast to Imported Contacts. > We've deprecated support for MessageBird (Bird), Vonage, Twilio and 360dialog WhatsApp APIs to focus on our WhatsApp Business Platform (API) as part of our commitment to providing customers with valuable, innovative and reliable messaging solutions to drive business results. To continue engaging with your Contacts, [migrate to our WhatsApp Business Platform (API)](https://help.respond.io/l/en/whatsapp/phone-number-migration-to-respond-whatsapp-business-api). We’ve recently released a couple of major features in our last update, and now we’re back with more! In this release, we’ve resolved quite a number of issues and addressed several highly requested features you’ve been waiting for. ### IMAP/SMTP Integration Sometime in November last year, we integrated Gmail as a new channel on our platform. Since then, we’ve received many requests to include other email providers so that more people can start using emails on respond.io with other messaging channels. \*Drum rolls\* Now with our new IMAP/SMTP integration, businesses can use any email provider of their choice to contact their customers. Yes, ANY! 🎉 If your Sales and Customer Support agents need to reach out to their Contacts after they’ve left the website or when a messaging window has closed, they can now do so with emails without switching platforms. ![Connect%20Email%20as%20a%20Channel%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2aErU6G1K8Yl6C9lhlbwhl/5bf91b3e060c813b8a8aac2ddd988b1e/ScreenShot2021-08-03at11_38_22AM_6064bbd9315b3a2e28728e614c48358c.png) Setting up and connecting to IMAP/SMTP requires just two main steps to start emailing. From the Channels module, the Gmail button is now replaced with a generic Email icon. Once clicked, there’s an option to choose between Gmail and Other emails. If you’re using an email provider other than Gmail, pick Other. Then, fill in the email address and password of the email inbox you want to connect, including the details for IMAP and SMTP settings. ![Choose%20between%20Gmail%20and%20Other%20Email%20Providers%20%28IMAP/SMTP%29](https://images.ctfassets.net/ph8r57dk1q9w/47D1csQDfOFMgXzuIdXqWE/1acf6908d0b9cbe6ee703d8206b406a2/ScreenShot2021-08-03at11_37_09AM_80965af31da26df862c4358ed0fed776.png) Lastly, set up an email forwarding rule in your inbox settings to forward all incoming emails to the email address provided by the email server so respond.io can receive the emails. Sending and receiving emails on respond.io works mostly like instant messaging. When you receive an email, the person from the From field will be created as Contact. You could also add them 1-by-1 or import them via a CSV file and then send them an email. ![Emails%20on%20respond.io%20Appear%20Within%20the%20Same%20Thread](https://images.ctfassets.net/ph8r57dk1q9w/1d1H5yLD2GWiLhy7tDtpF9/e12aaf35a8fbbc47ec07801644c3a79d/ScreenShot2021-08-04at2_02_37PM_efe40a467d4e42a6f9ba2ceb0b942e8f.png) When sending your first email, create a subject line as the email title and all subsequent emails will appear in the same thread in message bubbles. Simply click *Show Original Email* to view the email in full, including your signature and forwarded emails. Therefore, we recommend connecting a general customer communication email such as *info@company.com* instead of an individual email. This is to avoid breaking the conversation thread on the Contact’s side whenever a different agent replies. ![How%20the%20Original%20Email%20Looks%20Like](https://images.ctfassets.net/ph8r57dk1q9w/2vOScXOz9QfAA25rHD6Qg8/044eb52c20f4d682a2db540248f57dfb/ScreenShot2021-08-03at12_11_37PM_db1cadf1bcae1ddb051ec36de554cf86.png) For now, only 1-on-1 conversations are supported and all participants from the CC field are removed upon reply. Allowing group conversations including enabling broadcasts, surveys and automation is something we may explore in the future. Don’t forget to check out our documentation for an [in-depth guide to connect this channel](https://docs.respond.io/messaging-channels/email/other-email). If there are any new email integration features you’d like to see in the future, simply submit or upvote a feature request on our [Feature Request Board](https://roadmap.respond.io/feature-request). ### Website Chat Improvements It’s been a while since we’ve done any major updates to our Web Chat. But as businesses evolve, it’s also time for us to improve and update our features to meet the needs of our customers. We’re kicking it off by optimizing our widget’s bundle size to become the smallest and fastest in the market. Your lightweight widget now loads faster than before, creating a seamless experience for anyone who uses your website chat! ⚡ Plus we’ve also renamed Web Chat to **Website Chat** to standardize the terms on our platform. Next, we worked on one of the most highly requested features for the chat widget - Website Chat Customization. Every business is unique, including website design, preferred language and the information they’d like to collect from website chats. In this release, it’s now possible to customize your website chat widget in greater granularity to suit your business needs. ![Customize%20your%20Website%20Chat%20Widget%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4IWJEfhXEMGlbmp4qVDyeK/43b7681f85193d467a7881d6e137a109/ScreenShot2021-08-03at2_37_23PM_23d033a1307aa07cfed7980958feaeaf.png) This includes allowing font selection and enabling right-to-left (RTL) scripts, customizing your preferred widget position, uploading website chat icons, adding custom links and QR codes for Channels like WeChat and Instagram. Apart from allowing users to personalize the widget design, we’ve also enabled more customization to our pre-chat form to improve its utility. This includes: - Adding and removing fields such as First Name, Last Name and Email - Selecting the custom fields that are mandatory or optional - Changing the custom field labels. This is useful for businesses wanting to customize the widget in their preferred language. ![Pre-Chat%20Form%20Customization](https://images.ctfassets.net/ph8r57dk1q9w/7Iim68jmkk65B6HvXGfjae/47a61e5fd1628c8201989e8e9d70921d/ScreenShot2021-08-03at2_47_37PM_bcfce837076b2a51f0d1e1f9e25b8262.png) We’ve also been getting frequent requests to separate and customize the Greeting and Popup Message. This is important for many businesses, so now you can edit the Greeting Message and Popup Message from the Settings Module. The Popup Message shows when the widget is minimized to ensure a friendly user experience for your website visitors. While the Greeting Message will only be sent to your Contacts when they initiate a conversation. ![Customizing%20your%20Website%20Chat%20Widget%u2019s%20Popup%20Message](https://images.ctfassets.net/ph8r57dk1q9w/7bsFA56eVizE2CIlxBbUlE/a35bca4713149350a0ae27256fe5741c/ScreenShot2021-08-03at3_15_15PM_0c7ce7e1a7428abef07cebdcb7dcfad9.png) Also, we’ve made it easier for businesses with multiple subdomains to whitelist their website by supporting wildcards in our Whitelisting field. Now you can simply add *\*.domain.com* without the need to input individual subdomains for your chat widget. This is what we have so far, but there are future plans to improve our website chat such as adding a privacy (GDPR) compliant option, improving offline behaviours, identifying logged-in users and improving our website chat page rules. If you're interested in any of these improvements, don't forget to upvote it on our [Feature Request Board](https://roadmap.respond.io/feature-request) and follow the progress on our [Roadmap](https://roadmap.respond.io/). ### Broadcast to Imported Contacts! 🎉 Good news for all WhatsApp and SMS Users! Looking for a major time-saving solution for your broadcasting needs? We’ve got the boxes checked. It’s now possible to import your Contacts and send them a broadcast right away without messaging them 1 on 1. All you need are your Contacts’ phone numbers and you can send them a broadcast even if it’s your first time chatting with them on respond.io. However, it’s your first time messaging a certain Contact make sure they have opted in externally and are expecting messages from you. This is to prevent anyone from reporting or blocking your number. ![Sending%20a%20WhatsApp%20Broadcast%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/18fxgdvUmGQ05AXqqI0cLX/0f14480cb815a6c573e8ad14d1d5e6d6/ScreenShot2021-08-03at4_03_23PM_ab0918e1bf10e305287e70575d06a3c5.png) In doubt, you may opt to just broadcast to people who have interacted with your business before by ticking the checkbox when selecting your Target Audience. For those who have migrated from another platform to respond.io, the same opt-in rules apply. You can proceed with import to broadcast as long as you've obtained the opt-ins while you were using the previous platform. That’s not all. As part of our Broadcast Improvements, we've also improved the broadcast speed for all Channels. We're going from sending 1 message per second to a [minimum of 10 messages per second](https://docs.respond.io/messaging-channels/channels-overview#rate-limits). That's at least ten times faster than before! We hope these improvements help to deliver broadcasts to your contacts in a timely manner. Let us know what you think of this feature or if there's anything we can do to improve in our future release by [leaving us a message](https://respond.io/contact) or upvote a [Feature Request](https://roadmap.respond.io/feature-request). ### Bits & Bobs This wouldn’t be a respond.io release without Bits & Bobs. This month we've got Broadcast with Chat API, WhatsApp Interactive Message for 360dialog, New Restrictions for Managers and Send WhatsApp Messages with Dialogflow Quick Replies. #### Broadcast with Chat API For our Chat API Users, you can now send broadcasts to your Contacts. To use this feature without any inconvenience, please be mindful to send broadcasts in an appropriate manner to avoid your WhatsApp account from getting banned. #### WhatsApp Interactive Message for 360dialog WhatsApp has finally released Interactive Messages which allows your Contacts to select an option from the menu using List Messages & Reply Buttons. This new interactive way of messaging replaces text-based number options, resulting in higher response rates! For now, this is only available to 360dialog Users. We'll be supporting Vonage users in the next round of updates. You can keep track of the progress on our [Roadmap](https://roadmap.respond.io/) and/or upvote the feature integration for [other WhatsApp Partners on our Request Board](https://roadmap.respond.io/feature-request?search=interactive+messages). #### Send WhatsApp Messages with Dialogflow Quick Replies Dialogflow Users can now use Quick Replies with their 360dialog WhatsApp Channel. The WhatsApp Reply & List type Interactive Messages will be sent when Quick Replies are used via the Facebook Response Template in Dialogflow. #### New Restrictions for Managers Following some feedback received, there will now be new restrictions for Managers. All Managers will no longer be able to add a new Channel but they can still make changes to an existing Channel. Also, we’ve added a new checkbox option to restrict Manager access to Integrations. When enabled, the Integrations Module on Settings will be hidden. ## [The July 2021 Release: Instagram Direct Message API & Reports 2.0](https:/respond.io/blog/july-2021-release-instagram-messaging-api-reports-v2) This release is all about Instagram Direct Message API and Reports 2.0 where we go into deeper detail with our platform analytics. We have also enabled syncing Message Templates and WABA Profiles from 360dialog Hub to respond.io. > We've deprecated support for MessageBird (Bird), Vonage, Twilio and 360dialog WhatsApp APIs to focus on our WhatsApp Business Platform (API) as part of our commitment to providing customers with valuable, innovative and reliable messaging solutions to drive business results. To continue engaging with your Contacts, [migrate to our WhatsApp Business Platform (API)](https://help.respond.io/l/en/whatsapp/phone-number-migration-to-respond-whatsapp-business-api). We’re halfway through the year, and with many companies around the world still working remotely - we have to acknowledge how important messaging apps are in keeping us connected especially with our customers. To prevent any customers from falling through the cracks, companies need to ensure they have all the right Channels connected and their Teams are working efficiently to meet customers’ needs. This release is all about helping you reach those goals. Stay connected with your customers with one of the world’s top social media platforms, Instagram and monitor your organization’s performance in greater granularity with Reports 2.0. ### Instagram Integration is Finally Here! Instagram is currently the number one most upvoted feature request. So this came in handy when When Facebook finally opened Instagram DM API to the public. And now we present to you a brand new Channel on respond.io - Instagram. 🎉 As Facebook is now in Phase 2 of the global rollout for the Instagram DM API, all Instagram Business Accounts with 1K-100K followers are eligible. If you have less than 1K followers, Facebook is targeting Q3 2021 for you to be able to connect your accounts. ![Connect%20Instagram%20Business%20Account%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/76RukDGavCFqjU8Kfn6vdJ/0d74cbb2a6799143a05d89856b0018bc/ScreenShot2021-07-14at4_42_55PM_166b1c8b160c38fa50bb857d90d0d978.png) To start, ensure you have an [Instagram Business Account](https://respond.io/blog/instagram-direct-message-api#7sj8d). It will not work with a Personal Account or a Creator Account. Then, connect the account to your company’s [Facebook Business Page](https://respond.io/blog/instagram-direct-message-api#e2h55). Finally, on respond.io go to Settings and Connect Channel. The Instagram DM API works like a regular messaging channel. But there are some extra features specific to this channel like [Instagram Stories and Instagram Click-to-Chat Ads](https://respond.io/blog/instagram-direct-message-api#blfsc) that are useful for Sales, Marketing and Customer Support. Whenever a customer comments directly on a promotional Instagram Story or sends a message from a Click-to-Chat Ad, the message will appear in your Messages Module. From there, simply assign your Sales or Marketing team to take over the conversation. ![Replying%20to%20an%20Instagram%20Story](https://images.ctfassets.net/ph8r57dk1q9w/3ofJbsuLsDY1JI13hSz0E0/743d8624bdc7d00f98e80f6a152a4559/ScreenShot2021-06-23at1_06_28PM1_fc60b96a3158245268be0ea3346d6a92.png) Or if someone sends a complaint and would require a follow-up, this is where your Support team comes in. An important note about time-sensitive conversations, Contacts can delete their message and there is a [7-Day Messaging Window](https://respond.io/blog/instagram-direct-message-api#b20lp). If your Support team needs to respond to a conversation after 7 days, they can simply ask for the customer's phone number and send them a WhatsApp message to follow up. This is only viable for accounts with WhatsApp API connected as Channel on respond.io. ![Omnichannel%20Messaging%3A%20Instagram%2C%20WhatsApp%20and%20Facebook%20Messenger](https://images.ctfassets.net/ph8r57dk1q9w/4SBSdaCgtmhmnajNEW6E3J/c01a47c476fd3e9ecd3c79bd79cdb32c/ScreenShot2021-07-13at6_26_26PM_9b2030a0370e914db0c06dd853acfa78.png) Plus, this is a big win for all businesses that need the holy trifecta of Facebook, WhatsApp and Instagram messaging. With respond.io, now you can manage your conversations from any of these channels from one platform. For now, this is a basic Instagram integration. We will be looking for input to further improve this integration. Or if there are any Channels missing on our platform that you’d like to see, simply [add a new request or upvote an existing request](https://roadmap.respond.io). ### Reports 2.0 Previously we released [Reports 1.0](https://respond.io/blog/may-2021-release-new-dashboard-reports-and-data-export#2mrn4), which was all about building a solid Analytics infrastructure. Now it's time to introduce Reports 2.0 to provide even more valuable data about Contacts, Users and Conversations on our platform. In the upgraded Reports module, you'll find the **Conversations Tab**, **Users Tab**, **Contacts Tab**, **Messages Tab** and **Logs Tab**. Each tab has its own set of metrics, charts and graphs to provide deeper analytical insights to our users. ![Reports%20Module%3A%20Conversations%2C%20Users%2C%20Contacts%2C%20Messages%20and%20Logs%20Tab](https://images.ctfassets.net/ph8r57dk1q9w/2zm7MhAjrvVu1QcAdlirc2/13c9bd6b6252cdbf7bd606ecbca58696/ScreenShot2021-07-14at4_27_24PM_c0ea3512cf544e953cbaa64aa564ad79.png) Under the **Conversations Tab**, you’ll find new widgets such as Conversations Opened/Closed and Conversation List on top of the existing Conversations and Performance widget. We’ve also made filtering by Categories possible by building a new feature called Closing Notes. This feature allows agents to close conversations by adding a Conversation Category and a Summary. The Conversation Category informs managers of the conversation's purpose such as Sales, Payment Issue, Bug Report and so on. While filling in the Summary informs management about conversations topics and exceptions in use cases. ![Closing%20Notes%20Dialog](https://images.ctfassets.net/ph8r57dk1q9w/5VJIMmQkK5eKRe95iO448/785a068c0aa1ca0fb937621b5ac198e9/ScreenShot2021-07-15at2_24_49PM_0115ca405d0ea97f7ac6cf426654a940.png) Because every business is different, you can customize the Categories and change the descriptions according to your business needs. There’s also an option to set the Closing Notes Dialog and Summary to either optional and/or mandatory respectively. For a clearer insight into the number of conversations opened at a given time, we’ve upgraded [Conversations Opened by Contact Type](https://respond.io/blog/may-2021-release-new-dashboard-reports-and-data-export#2mrn4) to include filtering by Source and renamed the widget to Conversations Opened. Managers can filter the Conversations Opened data by Contact Type and Source. This informs businesses whether the conversation is started by a new or returning Contact. And it gives insights into who opened the conversation - Contact, User or Automation. ![Conversations%20Open%20%26%20Conversations%20Closed](https://images.ctfassets.net/ph8r57dk1q9w/5MWtcmJAnoahhhnZEJlTuN/5d0fba75258855839fbc1f292ec3e0a5/ScreenShot2021-07-14at4_30_20PM_a75c19b266c138acc109f274adee802b.png) That’s not all. We’ve also released a new widget called Conversations Closed which allows you to filter by Category and Source. This feature is useful for managers who want to know the types of conversations closed and who closes them in a given period. For managers wanting to analyze conversations from a specific User, Team or Closing Category, the Conversation List widget simplifies the process. Filter the data by date, categories, teams and users or search by Summary keywords to find the conversation. ![Conversation%20List%3A%20Find%20a%20Specific%20Conversation](https://images.ctfassets.net/ph8r57dk1q9w/5YZKU4Te8zBNIro1H7tX2t/332353415c34eead178522851b9e7bc6/ScreenShot2021-07-14at4_31_27PM_d53be00d7d8f38082e149d7409653936.png) After finding the conversation, they can review the entire conversation thread by clicking the Contact's name. Doing so brings them to the Contact directly, making this a faster way to find specific conversations with just a few clicks. In this release, businesses can now filter User data by Date, Teams and Users under the **Users Tab**. Managers can now compare Users and Team performance based on the following metrics - conversations, contacts, messages, response time & resolution time. ![Users%20Tab%3A%20View%20and%20Filter%20User%20Performance](https://images.ctfassets.net/ph8r57dk1q9w/Io5gNiUZkKJDo81KOuXZv/6283f230afb3fff0dabf0f98d7f689f2/ScreenShot2021-07-14at4_32_17PM_4b95abcf7ff21f9d988b775af68587b4.png) To better understand your Contacts, we’ve also added a brand new **Contacts Tab** to give you an overview of the number of Contacts added or deleted in a given period and how they were added or deleted. When viewed by Sources, it tells you where these contacts come from. It informs businesses whether it's added manually by users, through contact import, inbound contacts such as those who send you the first message or the developer's API and so on. ![Contact%20Added%20by%20Sources%20Metrics](https://images.ctfassets.net/ph8r57dk1q9w/7sB0PEUBLpHXhtEwkWQLBN/8410b11cc5eeb278b9c061c3ddcb96de/ScreenShot2021-07-14at4_33_05PM_ab5c92cc4c02ae4ee6ea547708f4f99d.png) For a deeper look into who has added or deleted the Contacts, the Contact Added/Deleted Log provides you with all the details you need to know, like the Activity Time, the Contact ID, Contact Name, Activity (Added/Deleted), Source and User. The **Messages Tab** is another new feature to help businesses better understand their Incoming Messages, Outgoing Messages and Failed Messages. For Incoming Messages, it informs businesses of the most popular Channels for every message received. ![Incoming%20Messages%20by%20Channel](https://images.ctfassets.net/ph8r57dk1q9w/U02VUcWXvVMMGGbpCAwY6/aff1244aeee7fae1cf7ad2b40292c33f/ScreenShot2021-07-14at4_33_51PM_87e2c19d784d75e1b632323d48414743.png) While for Outgoing Messages, it answers the following questions most businesses will be keen to know: - Are Outgoing Messages sent by Users, Automation, API or Broadcast? - Which Users are sending the most messages? - Are messages being sent inside or outside the Messaging Window? ![Outgoing%20Messages%20by%20Channel](https://images.ctfassets.net/ph8r57dk1q9w/3DSvoLyAQByDqUrrPh4Hmq/721ee28925175feb70a91649f7769cb7/ScreenShot2021-07-14at4_34_48PM_ace134b050597234279894414ceb531f.png) If needed, you can go deeper and focus on specific metrics by filtering the data by date, Channels, Teams and Users for both Incoming and Outgoing Messages. Occasionally, message sending may fail or be blocked by the Channel Provider. For this purpose, we’ve provided logs for all Failed Messages. This log gives a list of all the error messages the Channel Providers have sent back regarding your failed messages. ![Failed%20Message%20Log](https://images.ctfassets.net/ph8r57dk1q9w/67WOcnS7KU5WQtEnl9wepd/be03cfcb27f240bb3abfb6670f2b674d/ScreenShot2021-07-14at4_35_24PM_784f40874604047f4c44ac78a1ea6962.png) With the new Failed Message Log, we’ve made it easier for you to track these failed messages. Plus, it comes with essential details like date, sender, channel, message type, message content and reasons for the error. Last but not least, we’ve deprecated our Conversations Log from Reports 1.0 since we’ve moved all our Conversations-related metrics to the Conversations Tab. Now you’ll find the new Contact Assignment Log and Comment Log under the **Logs Tab**. ![Contact%20Assignment%20Log%20and%20Comment%20Log](https://images.ctfassets.net/ph8r57dk1q9w/7wNOQP3HHOfxifycFbkal8/8b558eb4d0fcf6f6a950b527f86528f3/ScreenShot2021-07-14at4_36_40PM_ccde6518e21da2386eab38f0be71875a.png) Similar to the other Tabs, you can filter the Log data by date and users. This helps to give managers an overview of Contact Assignment that is done manually by Users and assignment that is done automatically by assignment logic. While the newly added Comment Log makes it easier to track Comments added to a Contact's conversation. For those who are interested in seeing the comment topics in aggregate, this is where you go for an overview of all the comments. Have more metrics you would like to see in your Reports module? Let us know by [upvoting a feature request or keep track of in-progress requests](https://roadmap.respond.io). ### Bits & Bobs This wouldn’t be a respond.io release without Bits & Bobs. This month we’ve got 360dialog Integration Improvements, Update 360dialog WABA Profile from Respond.io and Chatbase Deprecation. #### 360dialog WhatsApp Message Template Syncing Here’s good news for 360dialog Account Users! We have now enabled syncing 360dialog Message Templates from the Hub to respond.io, making it more convenient for you to sync, create and send Message Templates directly from our platform. ![Sync%2C%20Create%20and%20Send%20360dialog%20WhatsApp%20Message%20Template%20from%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/pcjSxDinwp0PPWCzbldNY/e5beec5a6a9772c6f04ecc0ec398b494/ScreenShot2021-07-13at6_11_22PM_5b5d83d0b7349e1c864b88611beaf44a.png) This is just the base, we’ll keep improving this feature in our future release and extend this functionality to all our other WhatsApp Partners like [Vonage](https://respond.canny.io/feature-request/p/vonage-whatsapp-api-sync-templates-create-templates-for-approval-from-respondio), [Twilio](https://respond.canny.io/feature-request/p/twilio-whatsapp-api-sync-templates-create-templates-for-approval-from-respondio) & [Messagebird](https://respond.canny.io/feature-request/p/messagebird-whatsapp-api-sync-templates-create-templates-for-approval-from-respo) as well. Do upvote the feature request or keep track of the progress on our [Roadmap](https://roadmap.respond.io). For everyone else, we've also made some minor improvements when sending Message Templates on our platform. You can now see the Message Template language from the Messages Module and they are sorted in alphabetical order instead of creation date. #### Update 360dialog WABA Profile from Respond.io Apart from syncing Message Templates from the 360dialog Hub to respond.io, 360dialog Account Users can now access and update their WhatsApp Business API (WABA) profile directly from respond.io. ![Access%20and%20Update%20360dialog%20WABA%20Profile%20from%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5sQx8TFw9G6wmrpOuQWTyk/d61f24a3c395a75c72358df7c4bb688a/ScreenShot2021-07-13at6_12_28PM_772e4bda5531fd1f7fc612aa07a5b9a2.png) For other WhatsApp Partner accounts, we hear you too. We'll extend this feature to [Vonage](https://respond.canny.io/feature-request/p/vonage-whatsapp-api-view-and-update-waba-profile), [Messagebird](https://respond.canny.io/feature-request/p/messagebird-whatsapp-api-view-and-update-waba-profile) and [Twilio](https://respond.canny.io/feature-request/p/twilio-whatsapp-api-view-and-update-waba-profile) in our future release. To speed things up, you can upvote the feature requests and keep track of the progress on our [Roadmap](https://roadmap.respond.io). #### Chatbase Deprecation Following an update from Google, Chatbase Analytics has reached its end of life and will be shut down on September 27, 2021. Meanwhile, we’ll deprecate this feature on our platform in July. All Chatbase Analytics features will be available directly in Dialogflow. If your virtual agents were built on Dialogflow, there are no changes in how you view your analytics data. ## [The Practical Guide to Click to Instagram Direct Ads](https:/respond.io/blog/click-to-instagram-direct-ads) This blog post explains what are Click to Instagram Direct Ads and why use them for lead generation. Plus, we’ll walk you through the process of setting up a Click to Instagram Direct Ad and taking your Instagram Ads to the next level using respond.io. This includes sending automated surveys to Instagram leads, managing Instagram messages at scale and extending the messaging window. Looking to generate more leads? Consider Click to Instagram Direct Ads, one of the most effective lead generation ads. This blog post explains what are Click to Instagram Direct Ads and why use them for lead generation. Plus, we’ll walk you through the process of setting up a Click to Instagram Direct Ad and taking your Instagram Ads to the next level using respond.io. This includes sending automated surveys to Instagram leads, managing Instagram messages at scale and extending the messaging window. *Want to make the most out of your Click to Instagram Direct Ads?* [Get a free respond.io account](https://app.respond.io/user/register?_ga=2.267549006.1991268724.1627892036-319544489.1616554159&_gl=1*v7g44s*_ga*MzE5NTQ0NDg5LjE2MTY1NTQxNTk.*_ga_CVVNV8KDRF*MTYyODE0Njg3Ni4xMDEuMS4xNjI4MTQ3MDk4LjA.) *and* [connect your Instagram Business Account to respond.io](https://docs.respond.io/messaging-channels/instagram#connecting-instagram) *now.* ### Click to Instagram Direct Ads: An Introduction Instagram offers different ways for customers to connect with your business - customers can comment directly on your content or send a direct message (DM) to your inbox. Many businesses prefer to chat 1:1 with their customers as it's easier to track & manage conversations. Thankfully, Instagram has features that encourage your customers to send you a DM. This includes Instagram Profile Links and Click to Instagram Direct Ads. #### What Are Instagram Profile Links Instagram Profile Links bring people to your Instagram account. Once they are on your account, they’ll find the Message button conveniently placed at a highly visible location. Clicking on it will take visitors directly to your Instagram DM inbox. ![This%20is%20an%20image%20that%20shows%20how%20WhatsApp%20Profile%20Link%20looks.](https://images.ctfassets.net/ph8r57dk1q9w/5o5fcjV5bL1XDAuXwwYtH1/48a55db218fff46ef38c4f5c267054d3/InstagramAdsImage01_575e7c04c7a2889df4fc8cc7980abc62.png) Instagram Profile Links are great for connecting with your customers. You can place them on your website or inside newsletters to direct people to chat with you. But if you want to eliminate the extra step of taking customers to your Instagram account, consider Click to Instagram Direct Ads instead. #### What Are ig.me Links Instagram has recently introduced a new type of link for customers to get in touch with you directly, [the ig.me link](https://developers.facebook.com/docs/messenger-platform/instagram/features/ig-me-links/). When the ig.me link is clicked, it skips the profile page and opens a 1:1 chat window instead. This link will also be the shortest official Instagram link you can get without using a third-party service. ![the%20ig.me%20link%20opens%20a%201%3A1%20chat%20directly%20with%20your%20profile%20on%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/5cGHto8Iihuzb3QrK5oyNg/2eefa2207d26a9051319e2db7a54c91c/IGDirectAdsImageUpdate1_6e3b55ed7a8669c8e3aa469bf227d7bf.png) To use an ig.me link, add your username to the end of *ig.me/m/*, for example, *ig.me/m/respond.io*. You can display or share this link wherever you want customers to contact you. #### What Are Click to Instagram Direct Ads Click to Instagram Direct Ads allow people to start a conversation with you in your Instagram DM inbox. They can be shown in Instagram Stories or Feeds. When swiped up or tapped, Click to Instagram Direct Ads open an input bar where leads can write you a custom message. Once they send the message, the new conversation will appear in your Instagram DM inbox. ![This%20is%20an%20image%20about%20how%20Click%20to%20Instagram%20Direct%20Ads%20work.%20Click%20to%20Instagram%20Direct%20Ads%20allow%20people%20to%20start%20a%20conversation%20with%20your%20business%20on%20Instagram.%20](https://images.ctfassets.net/ph8r57dk1q9w/14umQlS3SuIDUSDIqxDRE6/8e4d51aa0e17d96018c60316209637e3/InstagramAdsImage02_07e293044b45777e913280e1fd65884d.png) Conversations opened through an Instagram Ad will come with a thumbnail image of the ad. The thumbnail is accompanied by a disclaimer that says *you replied to their promotion.* Once leads start a conversation, you can message them back with qualifying questions. You need someone there to answer messages unless you connect to a third-party CRM that allows automatic lead qualification. More on that later. Despite the need to have agents on standby, Click to Instagram Direct Ads have a number of advantages over conventional lead generation campaigns. Read on to find out why you should run an Instagram Ad campaign for lead generation. #### Why Use Click to Instagram Direct Ads Click to Instagram Direct Ads help you start a conversation with more leads and allow faster interactions with leads, helping you to move them down the funnel faster. We'll look at how typical B2B businesses advertise to understand how Click to Instagram Direct Ads bring more leads. First, you show ads to target buyers. When clicked, the ad will take leads to a contact form. Once you get their email or phone number, you can start connecting with them. However, the drop-off rate is high in conventional advertising. Many are unmotivated to fill in a long contact form or have privacy concerns. Plus, leads may inadvertently provide the wrong contact details, in which case you can’t get back to them. ![This%20is%20an%20image%20showing%20the%20benefits%20of%20using%20how%20Click%20to%20Instagram%20Direct%20Ads%20for%20lead%20generation.%20Click%20to%20Instagram%20Direct%20Ads%20help%20you%20start%20a%20conversation%20with%20more%20leads.%20](https://images.ctfassets.net/ph8r57dk1q9w/2UmZSe4nCFOSugOFJ3b8C1/af26f26812149a036b589e7d56e876f3/InstagramAdsImage03_7d234edde3a3f53f62a39d285ce98a82.png) Click to Instagram Direct Ads eliminate the need to fill in a contact form, thereby lowering the drop-off rate. Moreover, you don't have to worry about getting the wrong contact details. Click to Instagram Direct Ads also push leads down the funnel faster because the interactions on Instagram are faster. You'll get an instant reply from leads most of the time. By contrast, it takes days to get an email reply in a conventional ad campaign. Want to get started with Instagram advertising? We’ll guide you through the process in the following section. #### Instagram Click-to-Chat Ads Recently, Meta has launched [Instagram click-to-chat ads](https://www.youtube.com/watch?v=3VT2AIZ31fk&feature=youtu.be). It works by directing leads that click on your ads directly into your DMs. This allows businesses to engage with customers while their interest in your products or business is high, improving conversion rates. ### How to Set Up A Click to Instagram Direct Ad Click to Instagram Direct Ads are only supported on Instagram Business Accounts. If you’re using a Personal Account for business, [convert it to a Business Account](https://respond.io/blog/instagram-direct-message-api#toc-mobile-4). Before setting up an ad, you’ll need to [connect your Instagram Business Account to your Facebook Page and Facebook Business Manager Account](https://respond.io/blog/instagram-direct-message-api#toc-mobile-5) (now known as Meta Business Portfolio). Once you’re ready, go to [Facebook Ads Manager](https://www.facebook.com/micro_site/url/?click_creative_path%5B0%5D=link&click_from_context_menu=true&country=MY&destination=https%3A%2F%2Fwww.facebook.com%2Fbusiness%2Furl%2F%3Fhref%3Dhttps%253A%252F%252Fwww.facebook.com%252Fadsmanager%252F%26cmsid%3D187166392659374%26creative%3Dlink%26creative_detail%3Dadvertiser-help-center%26create_type%26destination_cms_id%26orig_http_referrer%3Dhttps%253A%252F%252Fwww.google.com%252F%26search_session_id&event_type=click&last_nav_impression_id=0cyEF3qBS3XhdQkLd&max_percent_page_viewed=50&max_viewport_height_px=706&max_viewport_width_px=1440&orig_http_referrer=https%3A%2F%2Fwww.google.com%2F&orig_request_uri=https%3A%2F%2Fwww.facebook.com%2Fbusiness%2Fhelp%2F200000840044554&primary_cmsid=200000840044554&primary_content_locale=en_US®ion=apac&scrolled=true&session_id=2YARdIMyfRv6l3lcB&site=fb4b&extra_data%5Bview_type%5D=v3_initial_view&extra_data%5Bsite_section%5D=help&extra_data%5Bplacement%5D=%2Fbusiness%2Fhelp%2F200000840044554&extra_data%5Bcreative_detail%5D=advertiser-help-center). **1\. Click** the green Create button. ![This%20is%20an%20image%20about%20how%20to%20create%20Click%20to%20Instagram%20Direct%20Ads.%20To%20create%20Click%20to%20Instagram%20Direct%20Ads%2C%20click%20on%20the%20green%20Create%20button.](https://images.ctfassets.net/ph8r57dk1q9w/2yqUukvZUTgL0wWFL0kI1i/94ccae51c5d93f13c0eb4ab6d0134039/ScreenShot2021-08-04at4_37_10PM_7ed5ed22bec4066973b844fba378b2a7.png) **2\. Create** a campaign with the Messages objective. ![This%20is%20an%20image%20about%20how%20to%20create%20Click%20to%20Instagram%20Direct%20Ads.%20Create%20a%20campaign%20with%20the%20Messages%20objective.](https://images.ctfassets.net/ph8r57dk1q9w/6GKco2B7bqq0Dro9wxsXQe/374fed6625a69e6bf5934481496c3548/ScreenShot2021-08-04at4_38_35PM_62de6c2d4d4ab8b2cda4715fe82049c8.png) **3\. Edit** the Campaign Name and Campaign Details. ![This%20is%20an%20image%20about%20how%20to%20create%20Click%20to%20Instagram%20Direct%20Ads%20.%20To%20create%20Click%20to%20Instagram%20Direct%20Ads%2C%20%20edit%20the%20Campaign%20Name%20and%20Campaign%20Details.%20](https://images.ctfassets.net/ph8r57dk1q9w/6AGyyITzUy42EYzbEAYalQ/a86b7160ffecb412fc16e055c4f3a09a/ScreenShot2021-08-16at5_50_27PM_8d441b1650d0de9c9c3789c743050deb.png) Where appropriate, declare your Instagram Ad as a Special Ad. You may also set up an A/B test to understand which ad strategies give you the best result. Click Next to continue. **4\. Select** Click to Message as the Ad Type and Instagram Direct as the Messaging App. ![This%20is%20a%20picture%20about%20how%20to%20create%20Click%20to%20Instagram%20Direct%20Ads.%20Select%20Click%20to%20Message%20as%20the%20Ad%20Type%20and%20Instagram%20Direct%20as%20the%20Messaging%20App.%20](https://images.ctfassets.net/ph8r57dk1q9w/65zq3HgUhXmDoAG40xxKYv/59e9919e393777c641644dff6a09c50c/ScreenShot2021-08-16at5_50_34PM_32126a311bfec9923d37cd3316437784.png) **5\. Choose** the Facebook Page and Instagram account you want to create the ad for. ![This%20is%20a%20picture%20about%20how%20to%20create%20Click%20to%20Instagram%20Direct%20Ads.%20Choose%20the%20Facebook%20Page%20and%20Instagram%20account%20you%20want%20to%20create%20the%20ad%20for.](https://images.ctfassets.net/ph8r57dk1q9w/5ynR82ewPWgAV9tv1xpBS4/389abe3e955f452dfa1c23b21525524e/ScreenShot2021-08-16at5_15_20PM_a334764aaa30b282a2a555044c483548.png) Edit Budget, Schedule, Audience, Placements, Optimization and Delivery on the same page. Then, click Next. **6\. Choose** your ad format under Ad Setup. You can opt for a single image or video. Alternatively, create a carousel ad with 2 or more scrollable images. ![This%20is%20a%20picture%20about%20how%20to%20create%20a%20Instagram%20ad%20campaign.%20Choose%20your%20ad%20format%A0under%20Ad%20Setup.%20You%20can%20opt%20for%20a%20single%20image%20or%20video.%20Alternatively%2C%20create%20a%20carousel%20ad%20with%202%20or%20more%20scrollable%20images.](https://images.ctfassets.net/ph8r57dk1q9w/6kGzyD35Y2LkfjGlMLjKBs/5d810304887281ec3ea2f26354c9bfb0/ScreenShot2021-08-18at5_08_16PM_c7d74e32ec818fce66002c462e07029d.png) **7\. Add** media from Ad Creative. Images will be automatically cropped but you can manually edit them. ![This%20is%20a%20picture%20about%20how%20to%20an%20Instagram%20ad.%20Add%20media%20from%20Ad%20Creative.%20Images%20will%20be%20automatically%20cropped%20but%20you%20can%20manually%20edit%20them.](https://images.ctfassets.net/ph8r57dk1q9w/3PweVU4EFB3PnhLteM43gg/4ac0e249c720436f92ec21452e3a3f99/ScreenShot2021-08-16at5_18_31PM_41f66c7e30c679d7e1b4a63abed78945.png) **8\. Write** the Primary Text. The Call to Action will be Send Message by default. ![This%20is%20an%20image%20about%20how%20to%20Add%20Direct%20Message%20Button%20on%20Instagram.%20Write%20the%20Primary%20Text%20and%20add%20an%20optional%20description.%20The%20headline%20will%20be%20Send%20Message%20by%20default.](https://images.ctfassets.net/ph8r57dk1q9w/2TxVY2pCstbFRotRjCvr77/4f6387f50b209b0f998939bbaaa545ec/ScreenShot2021-08-18at5_11_44PM_e1c81562059b4989dcd5b4831dd2ae87.png) **9\. Click** the Create button under Message Template. ![This%20is%20an%20image%20about%20how%20to%20advertise%20on%20instagram.%20Click%20the%20Create%20button%20under%20Message%20Template.](https://images.ctfassets.net/ph8r57dk1q9w/6feBDkgNc9KZoJRuZkCt9x/1856343fac0069cff789b892caf17ce4/ScreenShot2021-08-16at5_49_47PM_2a0cd0e9bc36e8525184196933559cd9.png) **10\. Create** a Template. Write a Greeting Message and Frequently Asked Questions (FAQs). If you’ve created a Template, leads will see the Greeting Message and FAQs when they swipe up or tap your ad. Click Save and Finish when you’re done. ![This%20is%20a%20picture%20of%20Template%20Creation%20Window.%20Create%20a%20Template.%20Write%20a%20Greeting%20Message%20and%20Frequently%20Asked%20Questions%20%28FAQs%29.%20If%20you%u2019ve%20enabled%20a%20Template%2C%20leads%20will%20see%20the%20Greeting%20Message%20and%20FAQs%20when%20they%20swipe%20up.%20Click%20Save%20and%20Finish%20when%20you%u2019re%20done.](https://images.ctfassets.net/ph8r57dk1q9w/7iWgMvxwjdbH8JMKfYNa9E/04d86c4a52e31266674944bf4b290e60/ScreenShot2021-08-16at5_50_04PM_fa06ede9de80e6a554123ab27442c580.png) Finally, click Publish to launch the Click to Instagram Direct Ad. And that's how you create an ad on Instagram. After your leads send you a custom message or FAQ, you can respond with qualifying questions to decide if you should pursue them. Want to qualify leads automatically? Create an automated survey on respond.io to qualify a large number of leads faster. [Connect your Instagram Business Account to respond.io](https://help.respond.io/channels/instagram#connecting_instagram) to get started. ### Taking Click to Instagram Direct Ads to the Next Level with Respond.io Respond.io helps you qualify Instagram leads faster through the Workflows automation builder. Additionally, we make it possible to manage messages at scale and extend the 24-hour Messaging Window to 7 days. ![This%20is%20an%20image%20showing%20how%20Click%20to%20Instagram%20Direct%20Ads%20and%20respond.io%20work%20better%20together.%20Respond.io%20helps%20you%20qualify%20Instagram%20leads%20faster%20through%20automated%20surveys.%20Plus%2C%20%20we%20make%20it%20possible%20to%20manage%20messages%20at%20scale%20and%20extend%20the%2024-hour%20Messaging%20Window%20to%207%20days.](https://images.ctfassets.net/ph8r57dk1q9w/1D1GvewvP3LgV3mWEBhp6N/19219d7bab3dcd2a2d4381ecb12cb995/InstagramAdsImage04_653e10b0eabbcd446f798196fa65b7ac.png) #### Send Automated Surveys to Instagram Leads Most companies don’t have the resources to qualify a large number of leads from Click to Instagram Direct Ads. This is where automated qualifying surveys come in. You can qualify leads automatically by creating a Workflow on respond.io. Just follow these steps to qualify your Instagram leads. 1\. **Click** on the *Workflows* Module by clicking on the left pane. ![On%20the%20dashboard%2C%20select%20the%20Workflows%20Module%20on%20the%20left%20](https://images.ctfassets.net/ph8r57dk1q9w/29OZSawxrOWNo703RC4wwC/06c31391194be6735fc19fdf3938e4a6/page-1_c6f46d051a7f19fe603b4ae28544fc97.png) 2\. **Click** on *\+ Add Workflow*, then select Click to Chat Ads on the left pane. ![Next%2C%20select%20the%20click%20to%20chat%20ads%20template%20category](https://images.ctfassets.net/ph8r57dk1q9w/2zcCPZaCvDtmoRcUafT7df/894056c8f1dd409c2625373f53b365f9/page-2_55c50c6b1b3535aabb065600270115b6.png) 3\. **Select** *Click to Chat Ads: Assignment*. ![Click%20the%20Click%20to%20Chat%20Ads%3A%20Assignment%20template](https://images.ctfassets.net/ph8r57dk1q9w/5wbUxzXx3mLizYbH8X2Md6/8fe875125abf23bae205137fe47106b2/page-3_06fc518a71b70e8f23487a325abc06c9.jpeg) 4\. **Click** *Use Template* to start building the Workflow. ![You%27ll%20see%20a%20Workflow%20preview%20and%20an%20explanation%20of%20how%20the%20template%20works](https://images.ctfassets.net/ph8r57dk1q9w/6Bn4onCqhnAhUTmyuZRJa6/45e9ac8d4c7afc10059fd0deb5aa5f08/instagram-marketing-screenshot-4_5e918bcdea0aa450000f76daafab06c5.png) 5\. **Connect** your Facebook account to receive Meta ad-related messages. ![Connect%20to%20Facebook%20to%20receive%20Meta%20ads](https://images.ctfassets.net/ph8r57dk1q9w/5MZRQbrah9vmfgyxNIOi5i/0d6b4fa2589bb9e25f9a4e4b79811839/instagram-marketing-screenshot-5_f254f18e39ecf8bdbfb1bbc89efb7fcd.png) 6\. **Set** **up** your Welcome Message on the right pane. ![Set%20up%20your%20Welcome%20message.%20Make%20sure%20you%20let%20your%20customers%20know%20that%20you%20want%20to%20ask%20them%20a%20few%20questions](https://images.ctfassets.net/ph8r57dk1q9w/cC57oWChWLoLJl1RW5iWT/a0611367da263014e2f69f0bdfb25973/instagram-marketing-screenshot-6_16c6bbb9f432890b1568016b74c1486b.png) To qualify leads, add questions in the Workflow. 7\. **Click** on the *+* button after Welcome Message and select *Ask a Question*. Then, draft your question in the *Question Text*. ![alt%3D%22Qualify%20leads%20by%20adding%20steps%20to%20the%20Workflow%22](https://images.ctfassets.net/ph8r57dk1q9w/6lspC48JFI6AlEKSCI6fGL/e0418a47d52e4e917676db0b02a97191/page-7_57e5eefeda72974409136f3c8259d104.png) You can repeat this step as many times as you like to qualify your Instagram leads. We suggest you select the *Multiple Choice* Question Type and save responses as a tag to help agents identify the wants of the customer faster. 8\. **Assign** conversations to a specific agent or an agent in a team or workspace. ![Assign%20conversations%20to%20an%20agent%20by%20configuring%20it%20on%20the%20right%20pane](https://images.ctfassets.net/ph8r57dk1q9w/2VNfaWHHWh5E6XfmkELNWK/75a793e6422b73b8f8847455f5746b1a/page-8_48daa6b82758bc4bd7db12735a33cad1.png) If you select Assign to a user in a specific team, you must choose the team you want to route these conversations to. 9\. **Draft** your Assignment Message, and that’s it. ![Inform%20customers%20that%20an%20agent%20is%20being%20assigned%20to%20them](https://images.ctfassets.net/ph8r57dk1q9w/6kfxLibUkRcpuKx5tMMS8W/1e8bf8726c14cc2abc6c41028cac6a59/page-9_1b2eed8b34ef17cfcaa4f4f29f8bff89.png) After setting up lead qualification from your ads, it’s time to message your leads to turn them into customers. While Instagram offers native messaging tools like [Instagram Message Inbox & Facebook Business Suite Inbox](https://respond.io/blog/instagram-direct-message-api#toc-mobile-3), they aren’t the best option for large businesses. If you are a large business, we recommend using Instagram Direct Message API connected to respond.io. #### Track Instagram Ad Conversions with Paid Ads Attribution Instagram Click-to-Chat Ads are great for sparking conversations—but with respond.io, you can take it further by tracking which ads actually lead to conversions. With Paid Ads attribution in the Reports module, you can view Instagram ad performance in both Contacts and Lifecycle reports. This allows you to: - Filter and group leads by Ad Campaign, Ad Group, or specific Instagram Ad - Follow each lead’s journey from first touch to paying customer - Identify high-performing campaigns that bring in leads who convert—not just click This end-to-end visibility helps you make smarter ad decisions and get the most out of your Instagram ad spend—no spreadsheets, no guesswork. #### Go Further with Meta Conversions API Paid Ads Attribution shows you which Instagram Ads generate leads and sales. To take things further, the Meta Conversions API (CAPI) strengthens how Meta measures and optimizes your campaigns. Through respond.io, you can send events like a new lead created or a purchase completed directly to Meta. It benefits your business with: - Better attribution: Understand which ads truly drive revenue. - Smarter optimization: Meta uses these signals to prioritize the ads most likely to convert. With respond.io and CAPI, you’re not just tracking conversions — you’re improving ad delivery and ROI. #### Manage Instagram Messages At Scale Instagram Message Inbox & Facebook Business Suite Inbox work fine for small and medium businesses dealing with a low volume of messages. But they lack advanced features like conversation auto-assignment and performance monitoring, making it challenging to manage a high volume of messages. Connecting the [Instagram Direct Message API](https://respond.io/blog/instagram-direct-message-api#toc-mobile-7) to respond.io helps large businesses manage Instagram messages at scale. Respond.io offers specially designed features such as [Automatic Contact Assignment](https://help.respond.io/messages/assignment-and-closing-a-conversation) and [Performance Reports](https://help.respond.io/dashboard-reporting/reports-overview)**,** which make managing messages a breeze. #### Respond to Messages With Extended Messaging Window To encourage prompt response, Instagram has implemented a [24-hour Messaging Window](https://respond.io/blog/instagram-direct-message-api#toc-mobile-8) for Instagram Messaging API users. This can be problematic if your business is closed during the weekend and the message goes unnoticed. Fortunately, you can continue messaging your customers within the next 7 days by using a [Human Agent Tag](https://respond.io/blog/facebook-business-chat#adt5m). Once you connect your Instagram Direct Message API to respond.io, you can use the Human Agent Tag by default. ### Ready to Unleash the Full Potential of Instagram Direct Ads? Respond.io gives businesses a great tool to maximize the results of their ad campaigns by ensuring every conversation is answered to increase business growth. [Sign up for a respond.io account](https://app.respond.io/user/register) and manage your leads from your ad campaigns. ### Further Reading If you're interested in using Instagram for Business, check out these articles: - Everything You Need to Know About Instagram for Business - Best Messaging Apps for Marketing, Remarketing, Sales, Support & Notifications - What is Business Messaging ## [The Practical Guide to Facebook Messenger Ads ](https:/respond.io/blog/facebook-messenger-ads) Want to generate more leads? Learn how to use Click to Messenger Ads with respond.io to increase the conversion rate of your Facebook Messenger Ads. Facebook Messenger ads are a game-changer for businesses aiming to capture leads. By facilitating direct conversations between companies and potential customers via Messenger, these ads offer a unique blend of immediacy and personalization. Whether you're looking to boost your digital marketing efforts or explore innovative engagement techniques, this guide is your go-to resource for leveraging Click to Messenger ads to their fullest. *Want to make the most out of your Facebook Messenger Ads?* [Get a free respond.io account](https://app.respond.io/user/register) *and* [connect your Facebook page to respond.io](https://docs.respond.io/messaging-channels/facebook-messenger) *now.* ### Advertising with Facebook Messenger: An Introduction To prevent spam, Facebook Messenger doesn’t allow businesses to start a chat with customers. Facebook users have to send the first message to your Facebook Page to start conversations. Fortunately, Meta has features that encourage Facebook Messenger users to send you a private message. For example, via [Messenger Click to Chat Links](https://respond.io/blog/messenger-link). ![This%20is%20an%20image%20that%20shows%20how%20Facebook%20Messenger%20Click%20to%20Chat%20Link%20looks.%20Messenger%20Click%20to%20Chat%20Links%20are%20shortened%20m.me%20links%20that%20take%20users%20to%20Messenger%20conversations.%20You%20can%20add%20Messenger%20Click%20to%20Chat%20links%20on%20your%20website%20or%20inside%20newsletters%20to%20direct%20people%20to%20chat%20with%20you.](https://images.ctfassets.net/ph8r57dk1q9w/1RdFt0iHua4CFDS8vwkTE8/06f01037ee00edca07816a6b46a8db87/update-click-to-messenger-ads-image-01_52b1f361060bcd550a0fd727d4f01f73.png) Messenger Click to Chat Links are shortened m.me links that take users to Messenger conversations. They are great for connecting with your existing customers who frequent your website or have subscribed to your newsletter. While Click to Chat Links are free, their reach is somewhat limited — they’re only good at capturing conversations from customers who already know your business. That’s why, businesses that want to generate new Facebook Messenger leads use [Click to Messenger ads](https://www.youtube.com/watch?v=d4nVNt08xmY). #### What Are Click to Messenger Ads? Like Click to Chat links, Click to Messenger ads send people to a conversation with your business on Messenger. They can be shown in various places on Facebook and Instagram, including: - Facebook Stories - Facebook News Feed - Facebook Marketplace - Facebook Video Feeds - Facebook Right Column - Messenger Inbox - Instagram Feed - Instagram Stories When potential buyers click on the ad, they will be taken to a new conversation with you on Messenger. Messenger conversations opened through a Click to Messenger ad come with a declaration statement and a banner at the top. ![This%20is%20an%20image%20about%20how%20facebook%20messenger%20ads%20work.%20Click%20to%20Messenger%20ads%20send%20people%20to%20a%20conversation%20with%20your%20business%20on%20Messenger.%20They%20can%20be%20shown%20in%20various%20places%20on%20Facebook%2C%20Facebook%20Messenger%20and%20Instagram.%20When%20potential%20buyers%20click%20on%20the%20ad%2C%20they%20will%20be%20taken%20to%20a%20new%20conversation%20with%20you%20on%20Messenger.%20Messenger%20conversations%20opened%20through%20a%20Click%20to%20Messenger%20ad%20come%20with%20a%20declaration%20statement%20and%20a%20banner%20at%20the%20top.](https://images.ctfassets.net/ph8r57dk1q9w/rn4G0baQ5WiF3NCplqFo6/00bcbed5c37d1bda895361dacfc92ef9/update-click-to-messenger-ads-image-02_e0e4012fa43c0c9452fb46fcc6d00028.png) In the conversation, leads will see your customized Greeting Message and Quick Reply buttons. They also have the option to message you. To avoid spam, conversations are only visible to businesses after leads have opted in by clicking a Quick Reply button or sending a message. Once leads start a conversation, you can message them back. Something important to keep in mind: Click to Messenger ads are not free. Meta uses a bidding system where advertisers can set a budget and bid for their ads to be shown to their targeted audience. Pricing can vary based on the campaign objective, audience size, and engagement, typically charged per impression or interaction. However, Click to Messenger ads have a number of advantages over conventional lead generation campaigns. Read on to find out why you should use Click to Messenger ads for lead generation. #### Why Use Click to Messenger Ads Click to Messenger ads come with multiple business benefits. To name some: - High potential for quality lead generation - Faster lead conversion - Reduced drop-off rate - Accurate lead information Let’s explore these benefits in more detail. Recent studies reveal that the average user [spends 151 minutes per day on social media](https://www.statista.com/statistics/433871/daily-social-media-usage-worldwide/#:~:text=How%20much%20time%20do%20people,minutes%20in%20the%20previous%20year.)). This makes Facebook, Instagram and Messenger outstanding marketing channels, as your audience is probably using them daily. But there’s more. Click to Messenger ads are highly customizable in terms of placement, content, target audience, and much more. As a result, businesses with solid marketing strategies can generate quality leads. ![This%20is%20an%20image%20showing%20the%20benefits%20of%20using%20how%20facebook%20messenger%20ads%20for%20lead%20generation.%20Click%20to%20Messenger%20ads%20help%20you%20start%20a%20conversation%20with%20more%20leads.%20In%20addition%2C%20Click%20to%20Messenger%20ads%20allow%20faster%20interactions%20with%20leads%2C%20helping%20you%20to%20move%20them%20down%20the%20funnel%20faster.](https://images.ctfassets.net/ph8r57dk1q9w/3a2A4V4RrVJUSPO8RvRd7P/df86d49231b478efb0bc0bc6830ae500/update-click-to-messenger-ads-image-03_64b0c47ea6eef34906f8f3260c7f1e1e.png) Conventional ad campaigns often result in delayed email responses, extending over several days. In contrast, click to Messenger ads speed up the lead conversion process due to the quicker interactions available on Messenger, where replies from leads are typically instantaneous. Moreover, traditional marketing methods face higher abandonment rates as customers dislike waiting, exacerbated by the sluggish pace of communication through these channels. What could be resolved in a brief two-minute conversation on Facebook Messenger might languish for days if conducted via email. Additionally, the reluctance to engage isn't solely due to slow response times. The prospect of filling out lengthy forms deters many potential leads, also compounded by concerns over privacy. Last, the risk of entering incorrect contact information on a contact form means you might lose the opportunity to reconnect with leads. This problem is nonexistent on Facebook Messenger — once a lead sends a message it will be added to your contact list. ### Click to Messenger Ads: Benefits by Industry Companies across various sectors have seen advantages from using click to Messenger ads. In this section, we'll explore how this advertising tool serves five of the most significant industries. #### Click to Messenger Ads for Education Social media like Facebook and Instagram are especially popular among teenagers and young adults, making them even more desirable marketing channels for educational institutions. With Facebook’s audience segmentation capabilities, these institutions can target only students within a certain age group to increase the success of their campaigns. #### Click to Messenger Ads for Healthcare Patients can effortlessly inquire about services and schedule appointments or consultations directly through messaging, thereby eliminating the need for phone calls and preventing the overload of phone lines. #### Click to Messenger Ads for Beauty Salons and beauty service providers can target nearby areas to increase their pool of local clients. Plus, they can streamline booking processes via Facebook Messenger for services like haircuts, spa treatments, or makeup sessions for operational efficiency. #### Click to Messenger Ads for Real Estate Real estate agents can use Click to Messenger ads to advertise their latest properties. Then, agents could use Facebook Messenger to quickly respond to inquiries, offer virtual tours of properties or schedule in-person visits, and speed up the decision-making process for potential buyers or renters. #### Click to Messenger Ads for Automotive Automotive enterprises can leverage Click to Messenger ads for a variety of strategic purposes. Once potential customers initiate contact, dealerships have the opportunity to furnish comprehensive details regarding vehicle models, their availability, pricing and financing alternatives. Ahmed Nassar, the Technical Product Manager at respond.io, illustrates the effectiveness of Click to Messenger ads through a case study within the automotive sector, highlighting how it encourages prospects to visit showrooms. To wrap up this section, Nassar emphasizes a crucial strategy applicable across all industries: "It's essential to start with a clear business objective and craft a tailored workflow to reach that goal. This workflow might need adjustments based on specific factors like your target audience or geographical location. However, with the precision of A-B testing, it’s possible to refine your approach and secure campaign triumph." Want to get started with Facebook Messenger Ads? We’ll guide you through the process in the following section. ### Facebook Messenger Ads: How to Set Up Click to Messenger Ads As an expert in [conversation-led growth](https://respond.io/blog/conversation-led-growth), respond.io has extensive experience creating successful Click to Messenger ad campaigns for lead generation. Before setting up Click to Messenger ads, make sure you have admin access to your Facebook Page. Then, go to [Meta Ads Manager](https://www.facebook.com/micro_site/url/?click_creative_path%5B0%5D=link&click_from_context_menu=true&country=MY&destination=https%3A%2F%2Fwww.facebook.com%2Fbusiness%2Furl%2F%3Fhref%3Dhttps%253A%252F%252Fwww.facebook.com%252Fadsmanager%252F%26cmsid%3D187166392659374%26creative%3Dlink%26creative_detail%3Dadvertiser-help-center%26create_type%26destination_cms_id%26orig_http_referrer%3Dhttps%253A%252F%252Fwww.google.com%252F%26search_session_id&event_type=click&last_nav_impression_id=0cyEF3qBS3XhdQkLd&max_percent_page_viewed=50&max_viewport_height_px=706&max_viewport_width_px=1440&orig_http_referrer=https%3A%2F%2Fwww.google.com%2F&orig_request_uri=https%3A%2F%2Fwww.facebook.com%2Fbusiness%2Fhelp%2F200000840044554&primary_cmsid=200000840044554&primary_content_locale=en_US®ion=apac&scrolled=true&session_id=2YARdIMyfRv6l3lcB&site=fb4b&extra_data%5Bview_type%5D=v3_initial_view&extra_data%5Bsite_section%5D=help&extra_data%5Bplacement%5D=%2Fbusiness%2Fhelp%2F200000840044554&extra_data%5Bcreative_detail%5D=advertiser-help-center) and follow these steps. **1\. Click** on the green *Create* button. ![This%20image%20shows%20how%20to%20create%20click-to-messenger%20ads%20in%20the%20Meta%20Ads%20Manager.%20Start%20by%20clicking%20on%20the%20green%20create%20button.](https://images.ctfassets.net/ph8r57dk1q9w/1INhSBSWtVdiJ4br5B54Du/e2c7e5eada1958ed1ff576338f5e1622/screenshot-2024-02-07-at-121340-pm_8c38cf3cb40f38dafa6f787e90813d59.png) **2\. Create** a campaign with the *Engagement* objective. ![This%20image%20shows%20how%20to%20create%20ads%20Messenger%20in%20the%20Meta%20Ads%20Manager.%20Select%20the%20campaign%20objective%20called%20Leads.](https://images.ctfassets.net/ph8r57dk1q9w/4DwlzQfpdCdKNSyAyLIgNe/3dcb405ab4a03cdafd8c0cf53cbe4d53/screenshot-2024-02-26-at-23359-pm_2a0c0e93f1a3cb0dd20189a828cfcc9b.png) **3\. Edit** the campaign name and campaign details. ![This%20image%20shows%20how%20to%20create%20Facebook%20ads%20Facebook%20Messenger%20in%20the%20Meta%20Ads%20Manager.%20Edit%20the%20campaign%20name%20and%20category.](https://images.ctfassets.net/ph8r57dk1q9w/2J1zLkAqSBy4WmXHn8827s/4e5e14c073cefd13103d86faeaf7906d/screenshot-2024-02-07-at-125347-pm_03fe126ae1a6280ff702cfb08a6eaee6.png) If applicable, declare your Click to Messenger ad as a [Special Ad](https://en-gb.facebook.com/business/help/298000447747885#:~:text=Special%20Ad%20Categories%20apply%20to,social%20issues%2C%20elections%20or%20politics). You may also set up an A/B test to understand which ad strategies give you the best result in the long term. This will save you costs, as you’ll avoid spending budget on low-performance ads. Click *Next* to continue. **4\. Select** *Click to Message* as the ad type and Messenger as the messaging app. If you are managing multiple Facebook Pages, choose the page you want to create the ad for. ![This%20image%20shows%20how%20to%20create%20Messenger%20ads%20Facebook%20in%20the%20Meta%20Ads%20Manager.%20Select%20Click%20to%20Message%20as%20the%20ad%20type%20and%20Messenger%20as%20the%20messaging%20app.](https://images.ctfassets.net/ph8r57dk1q9w/4TmcoafwIvuO2nqHtuhKJE/01b02952423b1f35ab066c5a74bf2d91/screenshot-2024-02-26-at-24222-pm_ef03a6232a57f2b0b5ea9a8876bb9172.png) **5\. Edit** budget, schedule, audience, placements, optimization and delivery on the same page. Then, click *Next*. ![This%20image%20shows%20how%20to%20create%20Facebook%20ads%20Messenger%20in%20the%20Meta%20Ads%20Manager.%20Edit%20budget%2C%20schedule%2C%20audience%2C%20placements%2C%20optimization%20and%20delivery..](https://images.ctfassets.net/ph8r57dk1q9w/30aYrDeJg2bSZ15hyBb2p/05475b9e0993436686242c9d549a1fc6/screenshot-2024-02-07-at-10020-pm_54671bd09a39dc581b2469976a77f504.png) **6\. Choose** your ad format on Ad Setup. Since you want to create a new ad, select *Create ad.* ![This%20image%20shows%20how%20to%20create%20ads%20Facebook%20Messenger%20in%20the%20Meta%20Ads%20Manager.%20Choose%20your%20ad%20format.](https://images.ctfassets.net/ph8r57dk1q9w/61nyngqNWX99IkHaq33tCr/3188db0d02d0598449fc816c2f9107b6/screenshot-2024-02-26-at-25441-pm_aa9bd10476063bf1b7f2e19e39902d38.png) **7\. Add** media from Ad Creative. Images will be automatically cropped but you can manually edit them. You can opt for a single image or video. Alternatively, create a carousel ad with 2 or more scrollable images. ![This%20image%20shows%20how%20to%20add%20media%20from%20Ad%20Creative](https://images.ctfassets.net/ph8r57dk1q9w/1Ib4BGFUtPzAT6LmNVJcys/b188d6b4bb71d9d2b2e761b0d784db5d/screenshot-2024-02-26-at-25622-pm_1dd48678e4e03f6884361969188af085.png) Keep in mind that visuals play a crucial role in digital advertising. Your goal should be to grab the viewer's attention [within the first three seconds](https://www.kingstarmedia.com/our-blog/why-first-three-seconds-digital-video-ads-are-most-important#:~:text=catch%20consumer%20attention.-,The%20Three%2DSecond%20Rule,you%20risk%20losing%20them%20completely.) to ensure your ad doesn't get overlooked. **8\. Write** the primary text and add an optional description. The headline will be *Chat in Messenger* by default, but you may edit it. ![This%20image%20shows%20how%20to%20create%20ads%20in%20Facebook%20Messenger%20in%20the%20Meta%20Ads%20Manager.%20Write%20the%20primary%20text%20on%20your%20ad%20and%20provide%20a%20description.](https://images.ctfassets.net/ph8r57dk1q9w/1xjCCYbt3BIvguftrH7aBq/a0211453c1b53f2af10ff0a14e91d88d/screenshot-2024-02-07-at-22314-pm_26148eb30daeeb82d714dd2e0d077c4f.png) **9\. Create** a Template. Create a welcome message to greet customers and manage response time expectations. ![This%20image%20shows%20how%20to%20create%20a%20Facebook%20Messenger%20campaign%20in%20the%20Meta%20Ads%20Manager.%20Create%20a%20template%20with%20a%20welcome%20message%20to%20greet%20customers%20and%20manage%20response%20time%20expectations.](https://images.ctfassets.net/ph8r57dk1q9w/3bwKr1KN1S020frkQN0jRZ/11a3bc2437196c6d760375cac47a3534/screenshot-2024-02-26-at-32602-pm_e80553ec3483ba0c7a7a8edd7c2e4d0b.png) Meta requires the inclusion of an automated greeting message for leads who interact with your advertisements. While adding customer actions is optional, they can be beneficial, especially for those not integrating automation via third-party software. To make the most of this feature, we suggest using the customer action for *Frequently asked questions*. This approach helps address common queries right at the start of the interaction, reducing the need for immediate human agent involvement. > There's a known issue where customer selections may not be accurately reflected in your third-party inbox, leading to potential miscommunications for agents. However, rest assured that the respond.io Inbox accurately captures and displays customer actions from Click to Messenger ads. **10\. Add** a reference to track where your leads are coming from. Use the format ref=*yourreference*. ![This%20image%20shows%20how%20to%20create%20click-to-messenger%20in%20the%20Meta%20Ads%20Manager.%20Add%20the%20URL%20parameters%20to%20track%20where%20your%20leads%20are%20coming%20from.](https://images.ctfassets.net/ph8r57dk1q9w/4jFSdoullCg2lWyNtb6or6/306e43858fde6782a6e8dd603578e256/screenshot-2024-02-07-at-24156-pm_77a571e4e8299c0cb025676f41a7f599.png) You should use a unique reference for each Click to Messenger campaign. When done, click Publish to launch the Click to Messenger ad. And that's it! Before jumping to the next section, here’s a word of caution. Ahmed Nassar, Technical Product Manager at respond.io, underscores the critical nature of Meta's review process for advertisements. He highlights that all ads are rigorously evaluated to ensure they adhere to [Meta's guidelines](https://www.facebook.com/business/help/488043719226449?id=434838534925385). He also stresses the importance for advertisers to avoid promoting items prohibited under these policies, as non-compliance will lead to the discontinuation of the ad. Now that you have your ad in place, make sure you’re using the right solution to handle all the new leads. While you have access to the [Meta Business Suite Inbox](https://www.facebook.com/business/help/294426838452244?id=765488040896522), it is very feature-limited, making them only suitable for small businesses. ### Taking Click to Messenger Ads to the Next Level With Respond.io To manage all the new inbound leads at scale, you’ll need a conversation management software designed for large businesses. [Try respond.io for free](https://app.respond.io/user/register?_gl=1*dhbk1l*_ga*MTQ1NDY4NTc5NC4xNjc2OTQ0NTYw*_ga_0EZ318H868*MTcwODMzMTIzMC43MTkuMS4xNzA4MzMxMjU5LjMxLjAuMA..) and [connect Facebook Messenger](https://docs.respond.io/messaging-channels/facebook-messenger#connecting-facebook-messenger) to respond.io to get started. #### Track Messenger Ad Conversions with Paid Ads Attribution Click-to-Chat Ads on Messenger are a powerful way to start conversations, but what happens after the click matters most. With respond.io, you can now track which Messenger ads actually convert and follow leads all the way through your sales funnel. In the Reports module, Paid Ads attribution is available in both Contacts and Lifecycle reports. This lets you: - Filter and group leads by Ad Campaign, Ad Group, or specific Messenger Ad - Monitor lead progression from New Lead to Paying Customer - Understand which campaigns generate quality leads that move forward, not just click With clear attribution data and lifecycle visibility, you can confidently optimize your Messenger ad strategy and maximize ROI—without relying on manual tracking or external tools. #### Go Further with Meta Conversions API Paid Ads Attribution shows you which Messenger Ads generate leads and customers. To take things further, the Meta Conversions API (CAPI) strengthens how Meta measures and optimizes your campaigns. Through respond.io, you can send events like a new lead created or a purchase completed directly to Meta. It benefits your business with: - Better attribution: Understand which ads truly drive revenue. - Smarter optimization: Meta uses these signals to prioritize the ads most likely to convert. With respond.io and CAPI, you’re not just tracking conversions — you’re improving ad delivery and ROI. #### Send More Messages Without Rate Limits Page Inbox doesn’t allow sending too many messages in a short time period. If you exceed the rate limit, your Page Inbox will be disabled. The same issue exists on the Meta Business Suite. Large businesses that handle a high volume of conversations should connect to a platform like respond.io to manage messages through APIs. This way, you can send more messages to your leads. “So, can I message my Facebook Messenger leads anytime I want?”, you might be wondering. The answer is not that simple, but we’ll make it clear in the next section. #### Message Leads Anytime With Message Tags To prevent companies from spamming users, Facebook has implemented a [24-hour Messaging Window](https://respond.io/blog/facebook-business-chat#adt5m). After the window expires, businesses must use Facebook message templates to proactively send updates and notifications to leads, as Meta is phasing out message tags. Businesses can now create and submit their own custom Messenger utility templates directly in respond.io for proactive updates and notifications, with Meta approval typically taking up to 24 hours. ![This%20image%20shows%20Facebook%20Message%20Tags%2C%20a%20useful%20tool%20to%20reengage%20with%20customers%20after%20the%20Messenger%20conversation%20window%20expires.%20You%20can%20try%20it%20now%20on%20respond.io.%20](https://images.ctfassets.net/ph8r57dk1q9w/3Ry6ZQm4bEo4DDdoO6Ct27/05a95079996e3d12a94ba6959c2acf93/screenshot-2024-02-21-at-24826-pm-2_656ec955ed63a96d3e6f27653fb44df2.png) The most important Message Tag you should know about is the Human Agent Tag, used by agents who need more time to converse with customers and help them with their inquiries. Respond.io automatically appends a Human Agent Tag to your messages, extending the Messaging Window from 24 hours to 7 days. #### Collect Customer Information Before Starting a Conversation After launching your Click to Messenger ad campaign, you can expect lots of [inbound messages](https://respond.io/blog/inbound-conversations) from leads. To understand these leads and provide them with tailored attention, agents collect their data at the start of the conversation. When done manually, this task takes a lot of time and human resources. However, there are ways to accomplish this with respond.io’s automation and conversational AI features. Start by building an [automation Workflow](https://help.respond.io/workflows/workflows-overview) to handle leads coming from your Click to Chat ads. You can create one from scratch or edit one of the premade Workflow templates. Then, [set up your AI Agent to collect and verify customer information](https://help.respond.io/automate-conversations/how-to-automate-contact-information-collection-with-ai). ![This%20image%20shows%20a%20respond.io%20Workflow%20designed%20to%20collect%20information%20from%20leads.](https://images.ctfassets.net/ph8r57dk1q9w/HoVxYzUYyI6pqMFddmzgC/22720ed6be3f42a71ba9d5ea57276653/screenshot-2024-02-21-at-24032-pm-2_70533e436b29841574bda60ddb9202bb.jpg) When configured correctly, your AI Agent is capable of gathering, confirming and validating the information that the contact has provided to the business. For leads arriving from Click to Messenger ads, the AI Agent automatically receives ad attribution context—including campaign, ad set, and ad name—enabling campaign-aware qualification and routing from the first message. Once customers answer the questions, you can automatically [save the answers on Google Sheets](https://help.respond.io/workflows/step-add-google-sheets-row) for data analysis and visualization. Then, the conversation can be [assigned to a sales agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio), or directed to an automated booking system. #### Automate Appointment Booking Businesses that operate with appointments can save valuable agent time by automating the appointment booking process. Your sales team can use respond.io Workflows to [integrate Facebook Messenger with your calendar app](https://help.respond.io/capture-conversations/streamline-meeting-scheduling-via-ctc-ads) of choice. ![This%20image%20shows%20a%20Workflow%20that%20automatically%20invites%20leads%20to%20set%20an%20appointment%20on%20an%20online%20calendar%20app.](https://images.ctfassets.net/ph8r57dk1q9w/AJAeNoA0q8axJ6IxASEzn/d5f3c3d9cfb847223536adb7fdac88be/screenshot-2024-02-21-at-24247-pm-2_a9f23bccb7da6604c9906958d581bf55.png) In addition, respond.io integrates natively with [Make](https://help.respond.io/integrations/make) and [Zapier](https://help.respond.io/integrations/zapier), allowing you to build automation with thousands of apps without coding. If you are already using these softwares, it is now possible to seamlessly integrate your apps with Facebook Messenger for the best customer experience. #### More Reasons to Connect Facebook Messenger to Respond.io After learning how respond.io can take your Facebook Messenger Ads to the next level, let's look at some respond.io features that will simplify the way your business handles leads. - Omnichannel Inbox: Centralize messages from your messaging channels, including Facebook Messenger, into one inbox. This feature is invaluable for businesses using Click to Messenger ads as it streamlines communication and facilitates manager supervision. - Merge Button: Allows businesses to consolidate duplicated lead profiles across different channels into a single one. This feature is crucial for maintaining context and continuity in customer interactions, providing personalized service, and reducing confusion or duplication in communications. - Integration with Sales CRMs: Seamlessly connects messaging platforms with sales Customer Relationship Management (CRM) systems. For businesses leveraging Click to Messenger ads, this means vital customer data and interaction histories are automatically synced, enabling more targeted, informed sales strategies and follow-ups. - Mobile App: Offers the flexibility to manage customer conversations on the go. This feature is particularly beneficial for businesses using Click to Messenger ads, as it allows for real-time engagement with potential leads, ensuring that opportunities for conversion are maximized by responding promptly to inquiries anytime, anywhere. Next up, we're bringing theory to life with a real-world success story. In the following section, we'll showcase a business that leveraged Click to Messenger ads along with respond.io, paving its way to remarkable success. ### How Sport Center Los Naranjos Uses Click to Messenger Ads and Respond.io Sport Center Los Naranjos, a wellness center in Caracas, utilized Click to Messenger ads to engage potential customers directly. To efficiently handle leads, the company wanted to integrate its wellness management software with a business messaging solution. After switching to respond.io, Los Naranjos built inbound conversation Workflows to process over 1,000 monthly inquiries. With its new strategy, common questions were addressed with FAQ menus, while complex issues were escalated to agents. ![This%20image%20shows%20the%20success%20experienced%20by%20Sport%20Center%20Los%20Naranjos%2C%20a%20latin-american%20business.](https://images.ctfassets.net/ph8r57dk1q9w/1H5IMW3PUixlj0nguelv41/ea6ba2e33569506420bb6ff808a24019/case-studies-sport-center-los-naranjos-image-02_ab74c66af4608d72a13631cedd3e9912.jpg) This improvement, together with other respond.io solutions, reduced response times from 20 minutes to 5 minutes, and cut down resolution times significantly. Also, Sport Center Los Naranjos increased its subscriber conversions by 20%, showcasing the impactful combination of Click to Messenger ads and respond.io's in boosting customer engagement and operational efficiency. [Read the full story here](https://respond.io/customers/how-sport-center-los-naranjos-gains-20-more-conversions-from-sales-inquiries). ### Further Reading If you're getting started with Facebook Messenger for Business, we recommend you read these three articles. - WhatsApp Lead Generation: How to Use WhatsApp to Get More Leads - How to Add a WhatsApp Button to a Facebook Page - Facebook Messenger Push Notifications: A How-To Guide ## [The Top 3 Chinese Chat Apps](https:/respond.io/blog/the-top-3-chinese-chat-apps) Email, Facebook Messenger, and Whatsapp might be the primary forms of communication that we all use in the west. But in China, the Great Firewall has allowed the evolution of a distinct Chinese chat app. Although the Chinese Messenger marketplace has been dormant for a while. New competitors have been launched that might just change the Chinese messaging app landscape. In this article we will cover: Email, Facebook Messenger, and Whatsapp might be the primary forms of communication that we all use in the west. But in China, the Great Firewall has allowed the evolution of a distinct Chinese chat app. Although the Chinese Messenger marketplace has been dormant for a while. New competitors have been launched that might just change the Chinese messaging app landscape. In this article we will cover: ### Chinese Messaging App Landscape The Chinese Messenger App landscape began with the founder of Tencent, Pony Ma. In the late 90s, Pony Ma first encountered one of the internet’s earliest messaging apps, ICQ, created by an Israeli company way back in 1996. While popular around the world, the service had little to no Chinese chatting or presence in China. Ma and his Shenzhen based team quickly realized the potential in launching a Chinese chat app. In 1999 Pony Ma launched OICQ (Open ICQ). After a legal battle with AOL, the service would eventually go on to become Tencent QQ, the first Chinese Instant Messenger to go mainstream. ![Open%20ICQ%20was%20started%20by%20Pony%20Ma%20because%20there%20were%20no%20other%20popular%20China%20Chatting%20App%20after%20a%20lawsuit%20by%20AOL%20OICQ%20was%20renamed%20to%20Tencent%20QQ%20and%20became%20the%20first%20mainstream%20chinese%20chat%20app](https://images.ctfassets.net/ph8r57dk1q9w/5bd3Jl9RZuMt825PpeoXjG/c63394c29d627961912a31ca2c71f984/1_a204c3cd592a7eb36153b7fb321ecf96.jpeg) This became the primary form of communication in China until the launch of WeChat in 2011. WeChat now dominates the Chinese messenger app space, with over a 90% penetration rate and over 1 billion monthly active users. WeChat has become a powerful force in China, being used for everything from business communications to hailing taxis. While challengers have appeared over the years few have been able to capture any significant market share from WeChat. While WeChat and Tencent QQ are staples in China, new Chinese Chatting Apps have appeared in the last year hoping to take just a sliver of market share from these two dominant platforms. ![Are%20you%20wondering%20about%20the%20Chinese%20Chat%20App%20of%20choice%3F%20WeChat%20%26%20QQ%2C%20together%20these%20are%20the%20Chinese%20chat%20apps%20that%20have%20the%20most%20dominant%20positions%20on%20the%20Chinese%20market.](https://images.ctfassets.net/ph8r57dk1q9w/sCW21WQk598VrYLekvFzI/f60a7c1ada39cec60aa161b577458996/2_b48f2e1fe334e9ca4834de0ce2611a50.jpg) In this article, I’ll cover these two dominant Chinese messaging apps as well as the challengers hoping to claim the #3 position in China. #### WeChat: The #1 Chinese Chat App What is the leading Chinese messenger app? I’m sure if you have even a passing interest in China, you’ve heard of WeChat. WeChat is often called “The Chinese Internet,” as almost anything you do on the web you can also do on WeChat. ![WeChat%20is%20the%20%231%20most%20popular%20Chinese%20chat%20app](https://images.ctfassets.net/ph8r57dk1q9w/7130r9SqfxdJ6rP8EdwUrl/9a21a86f6436dc546b7a069804168890/3_f48e304cfc2b79b105f9a74b802fc7c8.png) With the recent surge in popularity of WeChat Mini-Programs, apps that live within the WeChat ecosystem, WeChat is more than just a Chinese chat app. Users can book taxis, make hotel reservations, listen to music, read content, play games, send money, buy train tickets, book movie tickets, and even apply for a loan! ![WeChat%20Mini%20Programs%20is%20one%20of%20the%20things%20that%20makes%20WeChat%20China%20Most%20Popular%20Chat%20App](https://images.ctfassets.net/ph8r57dk1q9w/lyPa8Ae5J92mXiQf75p7I/7b671fcf9613656bf88450f5e6cff65d/4_cfe87f740c1f40a5018a58034997b68e.jpg) Aside from all these features, WeChat is also the most popular Chinese instant messenger in the workplace. This is due to the incredibly low penetration rate of email in China, which was only clocked at 36.7% as of the last report in 2017. While E-mail does see some usage in the workplace, WeChat is an absolute necessity for conducting business in China. It’s common for both external and internal business communications to be conducted over WeChat. As the #1 social media platform as well as the #1 Chinese chat app, it’s also heavily used by marketers across the country. Unlike [WhatsApp Marketing](https://rocketbots.io/blog/how-companies-do-whatsapp-marketing-and-support/), which is still in its infancy, a whole marketing industry has sprung up around this Chinese texting app. WeChat is often called the [Chinese Facebook](https://blog.sinorbis.com/is-wechat-chinese-facebook) and WeChat marketing strategy has gone way past KOL (Influencer) product placements. This has resulted in the need for [WeChat CRMs](http://www.rocketbots.io) and Automation platforms to track conversations, optimize processes, and create personalized experiences for users on the platform. ![WeChat%20has%20become%20such%20a%20popular%20Chinese%20Chat%20App%20that%20CRMs%20and%20Automation%20platforms%20have%20formed%20to%20serve%20the%20market.](https://images.ctfassets.net/ph8r57dk1q9w/37LlAAuyj84jM05VKXnCjd/b47b44b8f5e75253fde7a8a7f5889528/5_e61bb599de8e4f97edd6c18be79945c5.jpg) While all these features make WeChat the #1 Chinese chat app, there are some weaknesses for potential challengers to exploit. With WeChat being so ubiquitous in China, it can be hard to escape from it. Chinese workers have complained of supervisors monitoring their WeChat activity. Earlier this year, [one Chinese city tried to ban after-work hours WeChat communications to preserve work-life balance](https://www.scmp.com/tech/apps-social/article/3010023/zhuhai-district-government-proposes-ban-wechat-work-group-messages). In 2018, an employee reported that she had actually been terminated due to her failing to share content posted by the company’s [WeChat Official Account](https://rocketbots.io/blog/ultimate-wechat-official-account-for-business-guide/) on her own personal newsfeed. The second weakness is something that we’ve also seen happened to leading social media platforms in the West, a growing disinterest from younger users. Older users in China have begun to take over on WeChat and this has resulted in younger users being driven to more “hip” platforms like Douyin (Tik Tok). ![As%20more%20people%20from%20the%20older%20generation%20get%20on%20WeChat%20the%20younger%20generations%20are%20turning%20to%20new%20China%20Messaging%20App%2C%20There%20are%203%20new%20chinese%20chat%20apps%20that%20want%20to%20challange%20WeChat%20dominance](https://images.ctfassets.net/ph8r57dk1q9w/56JnBgJ5CqnCAZAtrXAKMa/7ddac456ac653b4e144d69509b0c40ed/4_5Optional_3076da673bc787436b60b50212d07cd0.png) These weaknesses have led to the emergence of Chinese chat apps in early 2019. While these apps aim to target these weaknesses of WeChat it’s highly unlikely, they’ll be able to unseat WeChat as the #1 Chinese chat app. #### Tencent QQ: Former Chinese Chatting Champion Tencent’s QQ was the first Chinese chat app to go mainstream. It was the #1 Chinese messaging app prior to the launch of WeChat. ![QQ%20-%20First%20Mainstream%20Chinese%20Chat%20App.](https://images.ctfassets.net/ph8r57dk1q9w/6cgGff6kWvyKaGeujQaJyf/52c5678cc39f49e943e4d8536a4d9ee1/6_145bdbdec63a3ddacd424f3830206794.jpg) While WeChat has taken over and become the market leader, QQ is still a popular messaging platform in China. This Chineses messaging app remains most popular with younger users, who feel safe from the prying eyes of their parents on the platform. One of the potential upsides of QQ is that you don't need a phone number to sign up. This makes it much easier for very young people to get started with their first Chinese messenger app even if they don't have a mobile phone plan yet. ![Because%20the%20chinese%20chat%20app%20QQ%20does%20not%20require%20a%20phone%20number%20to%20sign%20up%2C%20it%20allows%20youngsters%20to%20get%20started%20with%20Chinese%20chatting%20at%20a%20young%20age.](https://images.ctfassets.net/ph8r57dk1q9w/2cDIayHNgSLEwRtff2wXAl/b15ec3f0cc5f3439d0378e6a9ffde5f1/7_1324918a7ce4b372aefd047e273e7fcd.png) Noticing the popularity of the platform among younger users Tencent has added features aimed directly at this audience. Some of these features include its entertainment-focused newsfeed Kandian and its E-sports live-streaming service NOW Live. However, the largest audience for QQ is those using it as an internal office messenger. For desktop-based messaging in the workplace, QQ remains a popular tool. Every Chinese messaging app has its own quirks, for QQ it is a very powerful desktop messenger. While the desktop version of WeChat has taken some market share away from QQ in the workplace, many individuals in China still use it for workplace chatting and for transferring files. QQ allows users to transfer files with a size greater than 25 MB, which WeChat does not allow. ![Since%20QQ%20allows%20your%20to%20transfer%20files%20that%20are%20larger%20than%2025mb%20QQ%20remains%20the%20Workplace%20Chinese%20Messaging%20App%20of%20choice](https://images.ctfassets.net/ph8r57dk1q9w/3KF2DxhWpR08LzazzPrGOO/1411cb32b32216a551821428c1a42e96/8_aa44465dccc0df0e1813bc8df3e2739e.jpg) However, the future of QQ remains in the hands of the younger generations. Tencent has recognized this and plans to continue adding features to increase the average time spent per user on the platform. As of 2018 60% of users on the platform were born after 1990 and 40% of users identify as students. ### The Three Challengers: Toilet, Bullet Messenger, and Duoshan ![The%20Three%20Challengers%20to%20the%20Chinese%20Messaging%20App%20throne.](https://images.ctfassets.net/ph8r57dk1q9w/4jUNIgKF0D7fPDpUTCYUZ0/19e26a68a87e0892d133a26e88ed3891/9_320961265b6e6770515c31b729d80d4a.jpeg) In January 2019, 3 different companies launched their own Chinese messenger app with the hope of competing for market share in China’s Tencent-dominated messenger market. #### 马桶MT (Toilet) - The Privacy-Focused Chinese Messenger First off, is the comically named Toilet. The name toilet comes from a popular song by Andy Lau. The song states that a toilet is a thing every person has, that helps flush problems away making every toilet a friend. ![Since%20QQ%20allows%20your%20to%20transfer%20files%20that%20are%20larger%20than%2025mb%20QQ%20remains%20the%20Workplace%20Chinese%20Messaging%20App%20of%20choice](https://images.ctfassets.net/ph8r57dk1q9w/7mVF89Nrg7kn7MBwNuae5G/8d371ee1935aefee41f442f0591b143d/10_22b8ef62974b27d3e4731c19d927fe55.jpeg) Toilet is a Chinese Messaging App that has a focus on privacy and claims to be the anti-WeChat. The app is completely anonymous, using dynamic IDs to preserve a user's anonymity. The app doesn't offer any over the top features that are worth mentioning, but it has become somewhat popular among users in China who value their privacy. ![The%20chinese%20messaging%20app%20Toilet%20was%20named%20toilet%20because%20the%20founders%20were%20inspired%20%20by%20Andy%20Lau%27s%20song](https://images.ctfassets.net/ph8r57dk1q9w/QQBQDifpqfdh4prkwevZy/4319b6488256131ca0fa30bc6f0ff825/11_407102f6657f8eb2389aab96b3cbf329.jpg) Although it might be popular it doesn’t seem like this alternative to WeChat would be able to have a strong enough monetization model to challenge WeChat. The app has seen its user base increase but, it doesn’t seem to have any potential for monetization which will likely hamper its future growth. #### Duoshan (多闪) - The Douyin Chat App Next up is Duoshan (which translates to “Much Flash”), a messaging service created by China’s latest tech titan, Bytedance. The app is essentially an extension of Bytedance’s runaway success, Douyin or in English TikTok. The app focuses on allowing users of Douyin to network and communicate with each other. ![Doushan%20is%20not%20a%20Chinese%20Messenger%20in%20it%27s%20own%20right%2C%20it%20is%20an%20offshoot%20of%20Douyin.%20Doushan%20allows%20Douyin%20users%20to%20chat%20to%20each%20other.](https://images.ctfassets.net/ph8r57dk1q9w/4HVwpLouV00MlcP6wkbWxA/abc910cbcd23e37b97668af3cbf183fb/12_ee4e009d1e95797d4a279bd69c36abc3.jpeg) The app resembles Snapchat in many ways, allowing users to send videos to one another that delete themselves after a certain period. Described by a Toutiao insider as an app with a combination of "Snapchat’s framework with Instagram and messengers GIF functions plus the Apple Watch’s heartbeat.” This description doesn’t really make much sense to me, but as we’ve seen it most resembles Snapchat. ![Dhoushan%20the%20Chinese%20Messenger%20is%20most%20similar%20to%20Snapchat%20in%20nature.](https://images.ctfassets.net/ph8r57dk1q9w/5ZzDI0wyssfezwk6UMuO0e/867559fda074b8f9ec616cb9cf1559bb/13_67e5307171d859ee2b1785dcb1abe06e.jpeg) With the support of Douyin and its growing popularity it could be a strong contender to become a player in the Chinese Messenger marketplace. Since it targets the same audience as QQ, it could have the potential to climb its way to the #2 messenger in China. #### Bullet Messenger: The Super Fast Chinese Messenger The final app was predicted to be a runaway success last year, however, it wasn’t able to live up to the hype. Created by Kuairu Technology, Bullet Messenger was able to acquire over 4 million users just 9 days after its launch. Its original popularity stemmed from its minimalistic interface and its speech to text function for messaging. ![Bullet%20messenger%20is%20a%20Chinese%20Messenger%20contender%20which%20claims%20to%20be%20super%20fast%20with%20it%27s%20speech%20to%20text%20translation%20featutes](https://images.ctfassets.net/ph8r57dk1q9w/5m5pmci9PQT3sOqDcNYW0u/e04a1e40faf7525362ca85f3df38d7ea/14_cce61d6aaa195055e73881d1d8c61949.jpg) While its launch was incredibly successful it wasn’t able to keep up the pace, with only 14% of users remaining on the platform a week after downloading it. The app relaunched in January 2019 as LiaoTianBao (Chat Treasure). The app clearly shifted its focus and now provides cash and virtual currency incentives for users who take certain actions on the platform. The app is clearly targeted towards the lower tier cities in China, even tying up with China’s most popular group buying platform PinDuoDuo. ![PinDuoDuo](https://images.ctfassets.net/ph8r57dk1q9w/25To84vL74JRB4ncEuN20I/05b5ac0aed7bca5eb8c57c9be256a4df/15_099b3a08c42e6c30c4e1e5dd4939975b.jpeg) However, if you need to pay users to actually engage with your platform, it’s likely not something users really want. These cash incentives personally reek of desperation for me, meaning this is likely no longer a serious contender for the title of #1 Chinese Messaging App. ### Which Chinese Messenger Should I Use? There’s no question that WeChat is the Chinese instant messenger you’ll use. WeChat is so ingrained in daily life you’d be seriously inconvenienced by not using it when traveling in China or dealing with potential Chinese business partners. ![WeChat%20is%20the%20China%20Messaging%20App%20you%27ll%20need%20to%20use%20when%20in%20China.](https://images.ctfassets.net/ph8r57dk1q9w/50FuW8aqybAuDILvwvhZoX/e1b1e0d699597299c045e03a0f54fba9/16_1fd4819113b0c6ad87dd6656c6857faf.jpg) For nearly every situation aside from transferring large files, you’re going to be using WeChat in China so get used to it if you plan on doing business in the country. For marketers out there looking to incorporate messengers into your marketing strategy, which platform you choose will depend on your target audience. For most businesses, the answer will most likely be WeChat, however, if you want to target a younger demographic QQ and DuoShan could also offer results! ### Further Reading If you found this article interesting you may also enjoy our [Ultimate Guide to Using WeChat for Business](https://rocketbots.io/blog/ultimate-wechat-official-account-for-business-guide/). ## [TikTok Ads Cost Breakdown: How to Achieve High ROI ](https:/respond.io/blog/tiktok-ads-cost) More and more brands are using TikTok every day, but understanding the TikTok Ads cost is essential to guarantee a good ROI. Read this guide to know more. As TikTok continues to dominate the social media landscape, more businesses are turning to the platform for advertising opportunities via TikTok Ads. For this reason, understanding the TikTok Ads cost is crucial for planning and optimizing your marketing budget. In this blog, we'll break down the costs associated with TikTok Ads, the factors influencing the TikTok Ads price, and best practices to maximize your return on investment (ROI). ### Is the Cost of TikTok Ads Worth It? Currently, there are more than one popular way for digital advertising. Many businesses choose [click to WhatsApp ads](https://respond.io/blog/whatsapp-ads) on [Facebook](https://respond.io/blog/facebook-messenger-ads) or [Instagram](https://respond.io/blog/click-to-instagram-direct-ads) — two very established social platforms where customers spend time daily. The question here is, can TikTok compete against such powerful advertising solutions? Instead of giving a simple yes or no, let's let the numbers speak for themselves. - Nearly 50% of Gen Z users use the platform for social commerce. Millennials make up 36%. If you are a B2C brand that sells to these demographic groups, TikTok could be the social platform that gives you the best ROI. - TikTok is the most engaging social platform with an average engagement rate of 4.24% — significantly higher than Instagram’s (0.60%) and Facebook’s (0.15%). - 24% of marketers report that TikTok has the highest ROI among other social platforms. With such compelling numbers, it’s clear that TikTok has solidified its place as a powerful advertising platform. Next, we’ll cover the basics of TikTok Ads pricing to see what you can expect when promoting your products or services on this rapidly growing platform. > 🎁 **Spend on TikTok Ads and get it all back.** New to TikTok Ads? Every dollar you spend your TikTok Advertiser account during your first 30 days comes back as ad credits. [Claim your credits →](https://getstarted.tiktok.com/messaging-ads-dm?lang=en&attr_source=respond.io&attr_medium=MMT&country=global&campaign=online-coupon) ### TikTok Ads Price: The Basics Advertisers on TikTok have two options when it comes to promoting their products and services on the platform: Relying on influencers or leveraging [TikTok Messaging Ads](https://respond.io/blog/tiktok-ads). The costs involved vary depending on the choice. Let’s break this down. #### Cost of TikTok Influencer Marketing Consider partnering with TikTok influencers to amplify your campaign. Depending on their follower count, influencer posts can range from $5 to more than $2,000 per post. | No. of Followers | Average Price per Post | | --- | --- | | 1,000 - 10,000 | $5 - $25 | | 10,000 - 50,000 | $25 - $200 | | 50,000 - 150,000 | $100 - $1,000 | | 500,000 - 1,000,000 | $1,000 - $2,000 | | 1,000,000 + | $2,000 + | Collaborating with an influencer that resonates with your audience can drive significant engagement and help you make more sales. However, this option does not always offer the best ROI. It is also not the best choice for scalability, targeting precision and measuring results. Let’s check out a better alternative. #### Cost of TikTok Ads Similar to WhatsApp click to chat ads, TikTok Messaging Ads is TikTok’s solution for businesses seeking to capture conversations in the app, where users spend their daily time engaging with content. Then, customers can be converted via sales chat on TikTok DM ([TikTok Direct Messaging Ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-direct-messaging-ads?lang=en)), WhatsApp or Facebook Messenger ([TikTok Instant Messaging Ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-instant-messaging-ads?lang=en)). The TikTok Ads price operates on an auction-based system, where you set a budget and bid for how much you’re willing to pay to show your ad to TikTok users. Essentially, you decide how much to spend, and TikTok uses your bid to compete with others for ad space. The higher your bid, the more likely your ad will be shown. You can create your campaigns and ads in the [TikTok Ads Manager](https://getstarted.tiktok.com/my-brand?lang=en&attr_source=google&attr_medium=search-nb-ad&attr_adgroup_id=168663182347&attr_term=advertisement&gad_source=1&gclid=Cj0KCQjwzva1BhD3ARIsADQuPnVCwh5s_3_THvbnV-ikZ5WlMbIlgJVTKVE8juvjtwV4dVcJc2jmbksaAhOtEALw_wcB). To get started, you need a minimum budget of **$50 per campaign**. At the ad group level, the minimum budget is **$20 per day**. ![This%20image%20shows%20how%20you%20can%20create%20your%20campaigns%20and%20ads%20in%20the%20TikTok%20Ads%20Manager.%20To%20get%20started%2C%20you%20need%20a%20minimum%20budget%20of%20%24500%20per%20campaign.%20At%20the%20ad%20group%20level%2C%20the%20minimum%20budget%20is%20%2450%20per%20day.](https://images.ctfassets.net/ph8r57dk1q9w/3TOSC9S3uV62XKgGP3g7EX/eaffe11436ad3cd6d8cbfabe35f75637/screenshot-2024-08-09-at-70939-pm_8491b80c43aa6a48a7b29c1e10f6add3.jpg) In the TikTok Ads Manager - Campaign, you can also consult analytics to assess how much TikTok Messaging Ads are costing you. There are two important metrics to look out for: - Cost Per Click (CPC): The average CPC on TikTok is approximately $1. - Cost Per Mile (CPM): TikTok's average CPM rate starts at $10 per 1,000 views. There is one cost left to mention. When creating TikTok Ads, advertisers have two main options: using a design tool like Canva, or hiring a freelancer. Canva, which partnered with TikTok in 2021, offers user-friendly design capabilities with pricing plans ranging from $120/year to $360/year. Alternatively, hiring a freelancer for professional-grade video ads typically could start at $500 per project, with a production timeline of 2-3 weeks normally. While this has been a quick and comprehensive introduction to the TikTok ads cost, you probably want to know what factors affect the cost of your ads. Keep reading to find out. ### 7 Factors that Influence TikTok Ads Price Several factors influence the cost of advertising on TikTok. In this section, we’ll briefly run through these variables and how they affect the TikTok ads cost. ##### 1\. Ad Format and Placement The type of ad format and its placement within the app significantly affect cost. Ads that are prominently displayed or seamlessly integrated into the user experience typically command higher costs. ![This%20image%20shows%20how%20the%20type%20of%20TikTok%20ad%20format%20and%20its%20placement%20within%20the%20app%20significantly%20affect%20cost.%20Ads%20that%20are%20prominently%20displayed%20or%20seamlessly%20integrated%20into%20the%20user%20experience%20typically%20command%20higher%20costs.](https://images.ctfassets.net/ph8r57dk1q9w/45xYNYgtMUuOgFEsQnbU2q/0e51102ede3abd491df70883bee0edcd/tiktok-ads-pricing-image-3_72a107e17ea0dd789af03db0e28dfb59.png) - Spark Ads: These ads can start as low as $20 per ad, but the overall cost for a campaign can vary depending on the reach and engagement desired. A full campaign might range from $50 to $10,000 or more. - Hashtag Challenges and Branded Lenses: These interactive formats generally have a higher starting price due to their potential for viral engagement. A branded hashtag challenge can start at around $150,000 for a six-day challenge. Branded lenses (effects) may start around $80,000 to $120,000. - In-Feed Ads: Start from around a CPM of $10. The total cost per ad can vary widely, ranging from $50 to $120,000 for a full campaign, depending on factors like targeting, scale, and duration. - Top View Ads: These ads are shown to users as soon as they open the app for maximum attention. They capture user attention right from the start, leading to better engagement rates. Due to their visibility and impact, Top View Ads can cost between $50,000 to $100,000 per day. ##### 2\. Target Audience The TikTok Ads cost of reaching your desired audience varies based on demographic factors like age, gender, interests, and geographic location. Targeting high-demand demographics or specific regions can drive up the TikTok Ads price. ##### 3\. Campaign Objectives The goals of your campaign, such as driving brand awareness, increasing website traffic, or boosting sales conversions, impact pricing. Campaigns with more ambitious objectives often require larger budgets to achieve desired outcomes. ##### 4\. Ad Settings The settings you choose, including budget, campaign duration and bidding strategy, influence the overall cost. TikTok offers four bidding models for in-feed ads. ![This%20image%20shows%20how%20TikTok%20offers%20four%20bidding%20models%20for%20in-feed%20ads%3A%20Cost%20per%20view%2C%20cost%20per%20thousand%20impressions%2C%20optimized%20cost%20per%20thousand%20impressions%20and%20cost%20per%20click.](https://images.ctfassets.net/ph8r57dk1q9w/7oNwvQROuJrkJtYUOtQZHh/1590d937d102a527bdde7e89e4f22c86/tiktok-ads-pricing-image-4_1b15f14179a6164b6fbdb57a5c2bb7a6.png) 1. Cost per view (CPV): Pay per view when users watch your video for at least six seconds or interact with it. Ideal for increasing video views. 2. Cost per thousand impressions (CPM): Pay per thousand impressions when your video appears in users' feeds, whether they engage with it or not. Best for boosting brand awareness. 3. Optimized cost per thousand impressions (oCPM): Pay per thousand impressions targeted at users likely to convert. This is ideal for expanding reach and driving conversions. 4. Cost per click (CPC): Pay each time a user clicks on your ad. Suitable for increasing conversions. Higher daily budgets or more aggressive bidding strategies can result in better ad placement but at a higher cost. ##### 5\. Seasonality and Trends Ad costs on TikTok can fluctuate based on seasonality and trends. For example, during peak shopping seasons like Black Friday or significant cultural events, the TikTok Ads price tend to rise due to increased demand from advertisers. ##### 6\. Competition The level of competition for your target audience directly impacts TikTok Ads cost. High competition in your niche or audience segment leads to higher bids and, consequently, higher costs. ##### 7\. Ad Performance and Engagement TikTok may adjust pricing based on how well your ads perform. Ads that generate high engagement — such as likes, shares, and comments — can lead to lower costs per engagement or improved ad placement, maximizing your budget's efficiency. ### 4 TikTok Ads Best Practices to Maximize Your ROI A successful advertising campaign hinges on maximizing ROI. Simply knowing how to create TikTok ads isn't enough to ensure a strong return. To truly optimize your ad spend, you need to go beyond the basics. Here are four valuable tips to help you get the most out of your TikTok advertising budget. ![This%20image%20shows%204%20TikTok%20ads%20price%20best%20practices%20to%20maximize%20your%20ROI](https://images.ctfassets.net/ph8r57dk1q9w/4iDXzjizoIJIVBySIIjk3r/a9efbe3532ca6bb839c76232693a4945/tiktok-ads-pricing-image-2_9616fe80d6ac43add899dccb92c232bb.png) ##### Use High-Engagement Ad Formats Choose ad formats that are known for high engagement, such as In-Feed Ads or Spark Ads, which can generate more interaction at lower costs. ##### Test and Iterate Monitor ad performance and be ready to tweak your campaigns based on what works. A/B testing different creatives and formats can help you identify the most effective strategies. ##### Keep Content Authentic and Aligned with TikTok Culture Create ads that feel native to the platform by embracing TikTok’s unique style. Authentic, relatable content is more likely to engage users and drive conversions, leading to a higher ROI. ##### Monitor and Adjust Bidding Strategies Regularly review and adjust your bidding strategies to stay competitive without overspending. Consider setting automated bidding to optimize for cost-efficiency while achieving your desired results. ### Optimize Your TikTok Ad Spend with Smarter TikTok Messaging Investing in TikTok Ads can drive traffic and leads, but without an efficient way to manage conversations, you might not get the best return on investment. While TikTok offers basic business tools, it may not be enough for companies selling through chat across multiple channels. Businesses that need advanced automation, analytics, security, and seamless customer communication can rely on respond.io, a trusted TikTok partner, to bridge these gaps and maximize ad performance. #### Turn TikTok Ad Engagement into Sales with TikTok Business Messaging Running TikTok Ads but struggling to manage incoming messages? Respond.io, a badged TikTok Marketing Partner, solves this by integrating TikTok Business Messaging, allowing businesses to handle conversations efficiently and convert ad-generated leads into paying customers. Whether responding to inquiries from TikTok Messaging Ads or engaging with users from organic content, you can make the most of TikTok’s massive audience reach and high conversion potential. With TikTok Business Messaging now part of respond.io’s omnichannel suite, businesses can manage TikTok chats alongside WhatsApp, Instagram, and more—all from a single inbox. By centralizing conversations and using automation to qualify and nurture leads, you ensure that every dollar spent on TikTok Ads translates into real business results. TikTok Business Messaging is available in most regions except the U.S., EEA, Switzerland, and the U.K. If you have an eligible TikTok Business Account with Advanced Access (linked to TikTok for Business), connect it to respond.io today and start turning ad engagement into revenue! ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading Did you find this article useful? If so, have a look at the following ones: - Ultimate Guide to TikTok for Business - 5 Game-Changing Reasons Businesses Need TikTok Advertising - TikTok Ads: Harness TikTok Messaging Ads to Boost Sales ## [TikTok Ads vs Facebook Ads: Key Differences Every Marketer Should Know ](https:/respond.io/blog/tiktok-ads-vs-facebook-ads) TikTok Ads vs Facebook Ads: Which is right for your business? Discover the strengths, weaknesses, and key differences to make the best choice. Facebook Ads have long been a staple in digital marketing, but now there's a strong contender on the scene: TikTok Ads. This new option opens a world of possibilities for businesses, yet the question remains—how do TikTok ads stack up against Facebook ads? In this comparison, we’ll delve into the unique features and strengths of each platform to help you decide which might best support your sales and marketing goals. Let’s dive in! ### Intro to TikTok Ads vs Facebook Ads TikTok offers two distinct types of click-to-message ads, each catering to different channels for ongoing conversations after the initial interaction. First, we have [TikTok Direct Messaging ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-direct-messaging-ads?lang=en). These allow users to initiate conversations directly within TikTok. On the other hand, [TikTok Instant Messaging ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-instant-messaging-ads?lang=en) direct users to popular messaging platforms like WhatsApp or Facebook Messenger—where your customers likely engage daily. ![This%20image%20shows%20an%20overview%20of%20TikTok%20ads%20vs%20Facebook%20ads.](https://images.ctfassets.net/ph8r57dk1q9w/6XXWomu4KaOFhkBC7p009Z/5b66a1fc1fa7bc4147e058890affc078/tiktok-ads-vs-facebook-ads-image-1_33844a8e5035be1584ed0326e68c6afc.png) Similarly, [Facebook click-to-chat ads](https://www.youtube.com/watch?v=d4nVNt08xmY) facilitate communication by directing leads from Facebook and Instagram straight into Messenger chats, encouraging direct interaction with your brand. You should know that Meta also provides alternatives to Facebook ads, such as [WhatsApp](https://respond.io/blog/whatsapp-ads) or [Instagram Direct ads](https://respond.io/blog/click-to-instagram-direct-ads). These work similarly to Facebook Ads: You can advertise on Facebook or Instagram and capture conversations on WhatsApp and Instagram DM, respectively. ### How to Decide Between Facebook Ads vs TikTok Ads TikTok Ads thrive on short, engaging videos designed to capture attention swiftly, while Facebook Ads leverage a diverse range of formats paired with advanced targeting options to reach specific demographics. So, how do you determine the best platform for your business? #### TikTok Ads vs. Facebook Ads: Types of Content For TikTok, the most popular and cost-effective options include Spark Ads and In-Feed Ads. For businesses seeking greater visibility, premium placements like Top View Ads, Hashtag Challenges, and Branded Lenses are available. ![This%20image%20shows%20the%20main%20types%20of%20TikTok%20ads%3A%20Spark%20ads%2C%20Hashtag%20challenges%20and%20Branded%20Lenses%2C%20In-feed%20ads%20and%20Top%20View%20ads.](https://images.ctfassets.net/ph8r57dk1q9w/5pQayKTNDjNpY3Y0Ft7bi7/11d3084d247f47655e22deb765aad6b8/tiktok-ads-vs-facebook-ads-image-2_2baac3f2154cbe77f720abab073c519f.png) - Spark Ads: This format enables businesses to promote existing organic content or user-generated content, preserving authenticity while amplifying the reach of high-performing posts. - In-Feed Ads: These ads blend into TikTok users' feeds, capturing their attention without disrupting the user experience. Highly customizable, In-Feed Ads suit various marketing budgets. - Hashtag Challenges and Branded Lenses: These features encourage users to create and share content around specific themes, leveraging creativity and engagement for potentially viral campaigns. - Top View Ads: Positioned prominently when users open the TikTok app, these ads guarantee high visibility and engagement at a higher cost—ideal for brands aiming for a strong first impression. In contrast, this is what Facebook ads have to offer. ![This%20image%20shows%20some%20of%20the%20main%20Facebook%20Ad%20types%3A%20Stories%2C%20News%20feed%2C%20Marketplace%2C%20Video%20Feeds%2C%20Facebook%20right%20column%20and%20Messenger%20inbox.](https://images.ctfassets.net/ph8r57dk1q9w/01sQoecyJR75nYpePrr83l/3960be7cadeeda9e7a0de77fba82f9e0/tiktok-ads-vs-facebook-ads-image-3_3dabea6841b48eca147dcba6588cc198.png) - Facebook and Instagram Stories: These immersive, full-screen ads appear within Stories, ideal for time-sensitive content that grabs attention. - Facebook and Instagram News Feed: Ads here blend organically with user content to drive engagement. - Facebook Marketplace: Targeting active shoppers, these ads appear in a space dedicated to buying and selling, making them very relevant for e-commerce brands. - Facebook Video Feeds: Ads can appear in video content, enhancing storytelling through video ads. - Facebook Right Column: Smaller but visible on desktop, these ads are often used for retargeting campaigns. - Messenger Inbox: Designed for personalized engagement, these ads drive direct conversations through messaging. #### TikTok Ads vs Facebook Ads: Targeting Both platforms offer comprehensive targeting options, including: - Demographic targeting - Interest targeting - Behavior targeting - Device targeting ![This%20image%20shows%20TikTok%20vs%20Facebook%20ads%20targeting.%20Both%20platforms%20can%20target%20by%20demographics%2C%20by%20interest%2C%20by%20behavior%20or%20by%20device.](https://images.ctfassets.net/ph8r57dk1q9w/23L6sVk6vNAI26mDwP35xc/2dfb2dd438bbbadf6c5c63d533193a62/tiktok-ads-vs-facebook-ads-image-4_f5bda68f3ad6f177288493beed9a933b.png) However, Facebook provides more advanced targeting capabilities and a broader range of audience data. For example, the [Meta Pixel](https://www.datafeedwatch.com/blog/sell-on-facebook#facebook-pixel) allows for precise targeting based on user actions on your website, such as cart additions or purchases. While TikTok’s algorithm offers intuitive targeting, Facebook's mechanisms provide a more refined approach. #### TikTok Ads vs Facebook Ads: Ad Analytics When it comes to analytics, [Facebook’s Ad Manager](https://www.facebook.com/business/tools/ads-manager) delivers deep insights into campaign effectiveness, while the [TikTok Ad Manager](https://ads.tiktok.com/business/en/solutions/ads-manager?ab_version=experiment_2) is somehow more basic. However, this is natural, too, as TikTok ads are a much newer feature, and we can expect more improvements in the future. ![This%20image%20shows%20how%20TikTok%20vs%20Facebook%20ads%20compare%20when%20it%20comes%20to%20analytics.](https://images.ctfassets.net/ph8r57dk1q9w/2JSJRrYmEwyTrvBxbsEc1F/da492e24cb301e89138cdd71ccdba07f/tiktok-ads-vs-facebook-ads-image-5_c714af3e83d4f817c8318d05c9cf6d56.png) Overall, Facebook has an edge in performance tracking. #### TikTok Ads vs Facebook Ads: Audience Data Facebook has a wealth of user data, allowing advertisers to gain insights into their target audience’s demographics, interests, behaviors and online activities. This data empowers businesses to create highly personalized and targeted ads. ![This%20image%20shows%20how%20TikTok%20vs%20Facebook%20ads%20compare%20when%20it%20comes%20to%20analytics.](https://images.ctfassets.net/ph8r57dk1q9w/4HezbHUllwAX2Kv9T3N1qS/d444740d11d5543efa6f4a6102002a81/tiktok-ads-vs-facebook-ads-image-6_663e2f6de869e30ce94d0fdcfae455e3.png) TikTok ads provide limited audience data, making it challenging for advertisers to gather detailed information about their audience segments. However, TikTok’s user base is known for being young and highly engaged, which can be beneficial for brands targeting that demographic. #### TikTok Ads vs. Facebook Ads: Policies Both Facebook and TikTok have strict advertising policies, and advertisers must familiarize themselves with these policies to ensure compliance and avoid ad disapprovals or account suspensions. Facebook offers a wide range of ad formats with detailed targeting capabilities but enforces strict guidelines around sensitive topics, political ads and data privacy. Political ads are allowed but require disclosure, while content like misinformation and discriminatory practices are prohibited. ![This%20image%20shows%20how%20Facebook%20ads%20vs%20TikTok%20ads%20compare%20in%20policies.](https://images.ctfassets.net/ph8r57dk1q9w/6IQMeqOgJ6lRiL9inFbFzU/df7ad5c31e3ff577d02edec168ceac53/tiktok-ads-vs-facebook-ads-image-7_5d6e7c35c96263bca8a795cefe9ec11c.png) TikTok, however, focuses on protecting its younger audience by banning political ads and placing strong emphasis on community safety. TikTok ads must adhere to strict rules regarding harmful content, particularly around body image, and are designed to encourage creativity and user engagement. Both platforms require clear labeling for influencer marketing, but TikTok prioritizes authenticity and organic content. #### TikTok Ads vs. Facebook Ads: Industries Facebook serves a broad spectrum of industries, making it a staple for businesses across various sectors. ![This%20image%20shows%20how%20Facebook%20ads%20vs%20TikTok%20ads%20compare%20when%20it%20comes%20to%20popular%20industries%20in%20the%20platform.](https://images.ctfassets.net/ph8r57dk1q9w/6aUmDSzlI819mMA1k8nA7I/b188ed923922ecd70ae1563295fb462c/tiktok-ads-vs-facebook-ads-image-8_979b61a17f672ad88669da33843e922d.png) In contrast, TikTok appeals particularly to brands targeting younger audiences, with industries like fashion, beauty, gaming and lifestyle thriving on the platform. #### TikTok Ads vs Facebook Ads: Data Collection Facebook's data collection is highly detailed and expansive, offering advertisers access to a wide range of user information. Facebook ads collect: - Demographic Data: Information such as age, gender, location and education level. - Behavioral Data: Insights from interaction history, app usage, purchase behavior and online activity. - Interest Data: Data on pages liked, content engagement and preferences based on browsing history. - Third-Party Data: Facebook partners with external data brokers to enhance targeting by incorporating offline behavior, including purchase histories and loyalty memberships. - Engagement Data: Metrics such as likes, shares, comments and overall content engagement. - Device Information: Details about the device type, operating system and browsing behavior. | | Facebook | TikTok | | --- | --- | --- | | Demographic Data | Yes (age, gender, location, education level) | Yes (age, gender, location) | | Behavioral Data | Yes (Interaction history, app usage, purchase behavior, online activity) | Limited (Focus on in-app engagement, not external browsing history) | | Interest Data | Yes (Pages liked, content engagement, browsing history preferences) | Yes (Inferred from engagement patterns with content) | | Third-party Data | Yes (Includes offline behavior, purchase history, loyalty memberships) | Limited (Incorporates some data from advertisers of partners) | | Engagement Data | Yes (Likes, shares, comments or overall content engagement) | Yes (Video likes, shares, comments, watch time) | | Device Information | Yes (Device time, operating system, browsing history) | Yes (Device type, operating system, browsing history) | | Audio & Visual Data | No (Does not focus on audio and visual data) | Yes (Analysis of uploaded videos, sounds and objects) | In contrast, TikTok focuses its data collection primarily on in-app behavior and content preferences. TikTok ads collect: - Demographic Data: Basic information such as age, gender and location. - Engagement Data: Metrics from video likes, shares, comments and watch time, which TikTok uses to refine its algorithm and recommend content. - Device Information: Information about device type, operating system and browsing history. - Audio and Visual Data: Analysis of uploaded videos, including sounds and detected objects, to better categorize and serve relevant ads. - Interest Data: Inferred from user engagement patterns with content. - Third-Party Data: Limited data incorporation from advertisers or partners. ### Facebook Ads vs. TikTok Ads: Cost and Performance Comparison Understanding key metrics such as **CPM (Cost per Mille)**, **CPC (Cost per Click)**, **CTR (Click-Through Rate)** and **CVR (Conversion Rate)** is essential for evaluating ad performance. Let’s dive into these metrics to understand which platform is more suitable for you. #### Cost Per Mille (CPM) CPM reflects the cost for every 1,000 impressions. - TikTok: The average CPM is around $10, with lower rates reported as low as $3.21, making it attractive for brands targeting younger audiences. - Facebook: Averaging about $7.19, Facebook offers competitive pricing, varying based on industry and targeting. #### Cost Per Click (CPC) CPC indicates the cost per click on an ad. - TikTok: With an average CPC of $1.00, TikTok’s engaging format makes this competitive, though it can fluctuate with targeting. - Facebook: Matching TikTok at about $1.00, Facebook’s extensive targeting capabilities offer flexibility to optimize CPC for specific sectors. #### Click-Through Rate (CTR) CTR measures ad engagement. - TikTok: Averaging 0.84%, TikTok’s CTR highlights its creative content appeal. - Facebook: With an average CTR of around 0.9%, Facebook’s ecosystem can yield even higher rates depending on the industry. #### Conversion Rate (CVR) CVR shows the percentage of users completing desired actions. - TikTok: With an average CVR of 0.46%, TikTok excels in engagement but may face challenges in driving conversions among younger audiences. - Facebook: Boasting a higher average CVR of 9.21%, Facebook’s robust targeting and retargeting options make it ideal for conversion-focused campaigns. | | Facebook | TikTok | | --- | --- | --- | | Cost per Mile (CPM) | $10, as low as $3.21 | $7.19 | | Cost per Click (CPC) | $1.00 | $1.00 | | Click-through Rate (CTR) | 0.84% | $0.9% | | Conversion Rate (CVR) | 0.46% | 9.21% | These metrics provide important insights into which platform aligns with your advertising goals. TikTok may be your budget-friendly option, while Facebook could deliver higher-quality clicks—finding the right balance is key. ### TikTok Ads vs Facebook Ads: Advantages and Disadvantages After comparing TikTok ads vs Facebook ads on different levels, let’s talk about their advantages and disadvantages. #### TikTok Ads Advantages ![This%20image%20shows%20the%20advantages%20of%20TikTok%20ads%3A%20Youthful%20audience%2C%20engaging%20creativity%2C%20cost-effective%20reach%20and%20influences%20marketing.](https://images.ctfassets.net/ph8r57dk1q9w/1DjojKQE3XvZan2DDgQXE8/ff93e6ba7bb8c254047706cdc0476dba/tiktok-ads-vs-facebook-ads-image-9_992681bc7a1fa2d8e3880153a72a0f78.png) - Youthful Audience: Perfect for brands targeting Gen Z and Millennials, TikTok is a hotspot for younger users. - Engaging Creativity: The platform’s short video format encourages storytelling and creativity, making ads entertaining and engaging. - Cost-Effective Reach: TikTok generally offers lower CPM and CPC rates, providing a cost-efficient advertising option. - Influencer Marketing: Collaborate with creators to generate authentic content that aligns with your brand. #### TikTok Ads Disadvantages ![This%20image%20shows%20the%20disadvantages%20of%20TikTok%20ads%3A%20Limit%20audience%20diversity%2C%20creativity%20requirements%2C%20attribution%20challenges%20and%20ad%20budget%20requirements.](https://images.ctfassets.net/ph8r57dk1q9w/3cmChLcsAgsZLGaivpkkw2/567686fcd4b641ea9c4d9fa9eb931835/tiktok-ads-vs-facebook-ads-image-10_89823b12a11e155989731019d0c448fa.png) - Limited Audience Diversity: Primarily appealing to a younger demographic, TikTok may not suit brands targeting older audiences. - Creativity Requirements: Success hinges on your ability to produce engaging and creative content. - Attribution Challenges: Shorter attribution windows can complicate measuring ad campaign impacts. - Ad Budget Requirements: Certain TikTok features may have steep minimum budget requirements. #### Facebook Ads Advantages ![This%20image%20shows%20the%20advantages%20of%20Facebook%20ads%3A%20Extensive%20user%20base%2C%20advanced%20targeting%20options%2C%20proven%20ROI%20and%20conversion%20tracking.](https://images.ctfassets.net/ph8r57dk1q9w/4Argx6ZKbpqeg7zJHQLaUt/cc2576328d5e67b1898353eae060d8e4/tiktok-ads-vs-facebook-ads-image-11_4d1341e128c914a395c809a2665d672d.png) - Extensive User Base: Facebook’s diverse audience spans multiple generations and demographics. - Advanced Targeting Options: Facebook’s targeting is precise, guiding your ads to the most relevant users. - Proven ROI: Many businesses see impressive returns on investment with Facebook Ads. - Conversion Tracking: Robust tools offer detailed insights into campaign performance, aiding optimization efforts. #### Facebook Ads Disadvantages ![This%20image%20shows%20the%20disadvantages%20of%20Facebook%20ads%3A%20Increasing%20costs%2C%20ad%20fatigue%2C%20complex%20ad%20policies%2C%20privacy%20concerns%20and%20iOS%2014%20impact.](https://images.ctfassets.net/ph8r57dk1q9w/0Kgf9gkiwqK1gBQMbjP3j/b6481918dde5b7fab59c6a1133146a17/tiktok-ads-vs-facebook-ads-image-12_01bb22d0645c401406130a2c8ba341b1.png) - Increasing Costs: The growing popularity of Facebook Ads may result in rising costs. - Ad Fatigue: Users may become less responsive due to exposure to numerous ads. - Complex Ad Policies: Strict guidelines can lead to ad rejections or account issues if not adhered to. - Privacy Concerns and iOS 14 Impact: Recent privacy regulations have affected targeting and tracking capabilities. ### TikTok Ads vs Facebook Ads: Which One Should You Use? By now, you likely have a clearer idea of which platform might work best for your digital ads. If you're still unsure, don’t miss this section. Here, we’ll summarize the key insights from this blog and provide our recommendation on whether TikTok or Facebook is the best fit for your advertising goals. | | Facebook Ads | TikTok Ads | | --- | --- | --- | | Ideal for | Targeting a wider demographic (from Gen Z to to Baby Boomers) | Engaging a younger audience (Gen Zers and Millenials) with creative content | | Content Type | Diverse ad formats for various objectives | Short, engaging video ads that align with trending content | | Best for | Conversion-driven campaigns focusing on direct sales and lead generation | Brand awareness campaigns, influencer collaborations, visually-driven | | Advantages | Advanced targeting options, precise audience segmentation, robust conversion | Lower CPM and CPC rates, budget-friendly for larger audiences | #### When to Use TikTok Ads TikTok Ads are the ideal choice when your business aims to engage a younger audience (mainly Gen Z and Millennials) with highly creative and entertaining content. TikTok's video-driven platform thrives on short, engaging ads that align with trending content, making it perfect for brand awareness campaigns, influencer collaborations, and products that appeal to a visually-driven market. Additionally, lower CPM and CPC rates make it a budget-friendly option for businesses aiming to reach large audiences cost-effectively, especially in industries like fashion, beauty, and entertainment. #### When to Use Facebook Ads Facebook Ads are best suited for businesses targeting a wider demographic that spans multiple age groups, from Gen Z to Baby Boomers. With advanced targeting options and precise audience segmentation, Facebook is ideal for conversion-driven campaigns focusing on direct sales, lead generation or customer retention. Its robust conversion tracking tools make it easier to measure ROI and optimize performance campaigns. If your business requires detailed audience insights or retargeting capabilities, Facebook offers proven ROI and a wealth of analytics to help fine-tune your strategy. #### Combining Facebook & TikTok Ads for Success ![This%20image%20shows%20how%20to%20combine%20Facebook%20and%20TikTok%20ads%20for%20success.](https://images.ctfassets.net/ph8r57dk1q9w/lEaGRqvjoW5IjwL4jkpp3/57394fbd13794aaaf824cfb0fae3134a/tiktok-ads-vs-facebook-ads-image-13_2ca61b82c94f61861166d4aaa6496996.png) ##### Gather & Implement Insights Across Platforms If you want to grow your business in today’s environment, a cross-channel advertising strategy is a must. This means running ads on different channels like search and social, as well as on different platforms within these channels, like TikTok and Facebook within social. Running ad campaigns across multiple social media platforms enables you to collect more insights and apply more learnings. Be sure to analyze your campaign reports on both TikTok and Facebook frequently to identify these valuable cross-platform opportunities. ##### Strengthen Your Brand Identity Maintain a clear tone of voice across these platforms, use the same branding elements (colors, fonts, imagery, vibes), and regularly interact with your audience on both networks. Consistency is a great way to build trust among consumers, so use both Facebook and TikTok as a launchpad for your brand. ##### Expand your Campaign Reach Both TikTok and Facebook give you access to unique audiences and specific demographics, so take full advantage of this. Experiment with different target audiences to discover new prospects and ensure both platforms have sufficient budgets for scaling up. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results Respond.io is among the first few badged TikTok Marketing Technology Partners globally. The badge is awarded for expertise in end-to-end TikTok sales and marketing solutions, including sales workflow automation and tools to optimize TikTok ad performance. What does this mean for your business? As a badged partner, respond.io gives you access to the latest innovations in TikTok Business Messaging. From capturing leads to closing sales, you’ll have the tools to attract, convert and grow customers — all from a single platform. 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you enjoyed reading this article, check out these other blogs: - How to Open a TikTok Shop in 5 Easy Steps - 6 Eye-Catching TikTok Ad Examples Every Business Should Learn From - TikTok Ads: Harness TikTok Messaging Ads to Boost Sales ## [TikTok Ads: Harness TikTok Messaging Ads to Boost Sales](https:/respond.io/blog/tiktok-ads) Create more opportunities with TikTok Messaging Ads to capture more leads and turn them into paying customers. Converse to gain more sales. If you’re not on TikTok, you’re losing out on massive opportunities to increase your sales. Businesses stand to win big through TikTok Messaging Ads, connecting to prospects on a personal level. In this blog, we’ll talk about what TikTok Messaging Ads are, how they benefit businesses, how to create a TikTok Messaging Ad and best practices to start your campaign. ### What are TikTok Messaging Ads? [TikTok Messaging Ads](https://newsroom.tiktok.com/en-sg/tiktok-messaging-ads-now-available-in-asia-pacific) allow businesses to connect with their audience through TikTok Direct Messages or redirect users to instant messaging apps like WhatsApp and Messenger. It is another channel to [Capture](https://respond.io/blog/lead-capture) customers using our [Conversation-Led Growth](https://respond.io/blog/conversation-led-growth)[™](https://respond.io/blog/conversation-led-growth) [framework](https://respond.io/blog/conversation-led-growth). > Remember! You need to create TikTok for Business and Advertiser accounts before you can start using TikTok Messaging Ads. This feature helps brands engage directly with potential customers, creating additional opportunities for higher conversion rates through personalized communication. ### Benefits of Using TikTok Messaging Ads Leveraging TikTok Messaging Ads offers several advantages for businesses looking to enhance their marketing efforts. ![An%20image%20showing%20four%20icons%20illustrating%20the%20benefits%20of%20running%20a%20tiktok%20messaging%20ad%20campaign](https://images.ctfassets.net/ph8r57dk1q9w/6BALcgJQCUtKMm0RA6LrTc/76a4be589563e62ed32b00e7fe83bfe4/tiktok-messaging-ad-1_182289965c3ca95ef726be6b0c52b137.jpg) These benefits make it an attractive option for businesses aiming to reach a larger audience, engage with younger demographics, and maximize their advertising budget. #### TikTok Messaging Ad: Reach to a Large Global Audience TikTok boasts [1.58 billion monthly active users](https://www.statista.com/statistics/272014/global-social-networks-ranked-by-number-of-users/) worldwide, providing a vast audience for your messaging ads. This makes it a goldmine to generate views, leads, conversions and eventually sales. #### TikTok Messaging Ad: Advertise at a Low Cost TikTok’s ad platform offers competitive pricing, making it a cost-effective option for businesses of all sizes to reach a broad audience without breaking the bank. The average [cost per click (CPC)](https://influencermarketinghub.com/how-much-do-tiktok-ads-cost/#toc-2) and cost per thousand (CPM) on TikTok is $1.00 and $10.00 respectively. In fact, TikTok has a [lower CPC and CPM](https://digitalmarketinginstitute.com/blog/the-value-of-tiktok-advertising) compared to Meta. The affordability of TikTok ads allows businesses to allocate their budget efficiently while still achieving substantial reach and engagement. #### TikTok Messaging Ad: Target Young and Growing Audiences Gen Z makes up [almost half of TikTok users](https://influencermarketinghub.com/how-much-do-tiktok-ads-cost/#toc-1). With a significant portion of TikTok’s user base being Gen Z, businesses can effectively target a young and rapidly growing demographic. This demographic is known for its high engagement and willingness to interact with brands online. #### TikTok Messaging Ad: Start Easy With Low-Effort Content Unlike other platforms that may require highly polished content, TikTok is full of engaging, low-effort videos. If you are starting out on TikTok, or want to rapidly experiment, TikTok is the platform to be on. You can make content without needing to hire a video editor or agency, yet generate a good level of impact. > 🎁 **Spend on TikTok Ads and get it all back.** New to TikTok Ads? Every dollar you spend your TikTok Advertiser account during your first 30 days comes back as ad credits. [Claim your credits →](https://getstarted.tiktok.com/messaging-ads-dm?lang=en&attr_source=respond.io&attr_medium=MMT&country=global&campaign=online-coupon) Now that you’re aware of the benefits of TikTok Messaging Ad, let’s look at how you can create this ad. ### How to Create a TikTok Messaging Ad in 3 Easy Steps Before setting up TikTok Messaging Ads, you’ll need to create a [TikTok Ads Manager Account](https://ads.tiktok.com/help/article/create-tiktok-ads-manager-account) first. Next, you should be aware that there are two types of ads - [TikTok Direct Messaging Ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-direct-messaging-ads?lang=en) and [TikTok Instant Messaging Ads](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-instant-messaging-ads?lang=en). This step-by-step guide applies to both type of ads. #### Step 1: Create a Campaign On your dashboard, click on *Create Ad*, select Lead Generation and name your campaign. Then click on *Continue*. ![A%20screenshot%20showing%20the%20advertising%20objective%20needed%20to%20create%20a%20tiktok%20messaging%20ad](https://images.ctfassets.net/ph8r57dk1q9w/1lDcbSuL6kC6J3P9U4Onk2/80b7988c67d5338dfdf894799f4bd2a4/dm-ss1_b1b1f7da1924f9b7ed65cac90f445e03.png) #### Step 2: Set Up the Ad Group Name the Ad group. Then define your target audience, set your budget and choose the placement for your ads. ![A%20screenshot%20of%20how%20to%20create%20a%20tiktok%20ad%20with%20the%20optimization%20location%20and%20target%20audience](https://images.ctfassets.net/ph8r57dk1q9w/3pndBfi8UecVsKWiocBbMF/851401467d8ff0f3d23511f7311c4b7e/dm-ss2_2b82fc593b97433130e0e7be78e47b78.png) You can select TikTok Direct Messages or redirect users to messaging apps like WhatsApp or Messenger. #### Step 3: Create the Ad Design your ad creative, keeping in mind TikTok’s preference for authentic and engaging content. You can select either a video, or carousel images ad formats. Use videos or images that resonate with your target audience and include a clear call-to-action. ![A%20screenshot%20of%20the%20tiktok%20platform%20to%20create%20a%20messaging%20ad](https://images.ctfassets.net/ph8r57dk1q9w/3eDp28W7MCFanCj5aWKKBG/e61c6b64a5dccd80c2a70fcc3f33733d/dm-ss4_2755f75bc23656a49eba630872977dcb.png) Review your ad settings and ensure that they are in compliance with TikTok’s policies. Once you’re done, you can submit your ad for review. Once approved, your ad will go live, and you can start engaging with your audience through direct messages. Now that you know how to set up a TikTok Messaging Ad campaign, let’s take a look at how you can make the most of it. ### TikTok Messaging Ads: Best Practices Setting up TikTok Messaging Ads is just the first step. You also need to maximize the impact of your ads to increase sales through meaningful interactions. Here are 5 simple strategies to help you get the most out of your TikTok Messaging Ads. #### Create Engaging Content Creating content that captivates and engages your audience is key to the success of your TikTok Messaging Ads. You need to understand the types of content that resonate with TikTok users. Authenticity is highly valued on this platform, so focus on creating videos that feel genuine and relatable. Short, impactful videos that capture attention within the first few seconds are particularly effective. Use catchy music, trending challenges, and creative effects to make your content stand out. #### Collaborate With Influencers Collaborating with influencers can significantly boost the reach and effectiveness of your TikTok Messaging Ads. Identify influencers whose audience aligns with your target demographic to ensure that your message reaches the right people. ![An%20image%20of%204%20icons%20showing%20the%20best%20practices%20of%20creating%20a%20tiktok%20messaging%20advertisement](https://images.ctfassets.net/ph8r57dk1q9w/7GLAaeKJog9rjSEIZQg4YK/3d616c50a78a82b5ac2fbe4a56962b84/tiktok-messaging-ad-2_d4d5cbe4733f457c3df508de7fae9775.jpg) These influencers can create content that feels genuine and relatable, increasing the likelihood of engagement from their followers. Authentic partnerships with influencers can enhance your brand’s credibility and visibility on the platform. #### Perform A/B Testing and Monitor Ad Performance By testing different variables such as ad formats, messages, and visuals, you can determine which combinations perform best with your audience. By monitoring the performance of each ad, you’ll gain insights into what resonates with your audience. Remember to track key metrics such as engagement, click-through, and conversion rates. These insights help you understand how your ads are performing and identify areas for improvement. Setting performance benchmarks and making data-driven adjustments is crucial for maintaining the effectiveness of your campaigns. As a result, you’ll be able to optimize the most successful ad to increase its impact. #### Follow TikTok’s Policies and Advertising Guidelines Ensure your ads comply with TikTok’s policies and guidelines to avoid any disruptions. This understanding will help you create ads that align with TikTok’s standards, ensuring a smooth approval process and a seamless user experience. ### Turn TikTok Ad Clicks into Conversations and Sales TikTok Ads help businesses reach the right audience, but turning engagement into revenue requires seamless communication. When users click on a TikTok Ad, they often have questions before making a purchase. While TikTok provides basic messaging tools, brands running ad campaigns need advanced automation, analytics, and lead management to respond effectively. As a badged TikTok Marketing Partner, respond.io ensures businesses can capture, engage, and convert ad-driven leads instantly. #### Why TikTok Business Messaging is a Game-Changer for Ads With TikTok Business Messaging, ad interactions don’t just stop at clicks—they turn into real conversations. Instead of losing potential customers due to delayed responses or scattered chats, businesses can automate replies, qualify leads, and guide them through the sales process in real time. Whether users are reaching out from TikTok Messaging Ads or organic content, respond.io centralizes all interactions for faster and more effective engagement. When conversations start from TikTok Messaging Ads, respond.io's AI Agent automatically receives ad attribution metadata—including campaign, ad group, and creative details—enabling campaign-aware qualification and routing from the first message. By integrating TikTok Business Messaging with respond.io’s omnichannel suite, brands can manage TikTok chats alongside WhatsApp, Instagram, and more—all from a single inbox. Currently in Beta and available in most regions except the U.S., EEA, Switzerland, and the U.K., TikTok Business Messaging helps businesses maximize ad spend by converting inquiries into sales. If you're running TikTok Ads, connect your TikTok Business Account to respond.io today and start turning ad engagement into revenue! Ensure your account has Advanced Access by linking it to TikTok for Business (Business Center) to maintain uninterrupted messaging. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you enjoyed reading this article, check out these other blogs: - 5 Reasons Your Business Needs TikTok Advertising - Ultimate Guide to TikTok for Business - Click to Chat Ads for Lead Generation: The Ultimate Guide ## [TikTok Automation: 4 Benefits, How to Use It & Best Practices f](https:/respond.io/blog/tiktok-automation) In this article, you will learn about TikTok Automation, how to implement it and the best practices for achieving superior business results. ### What is TikTok Automation? TikTok automation refers to using AI-driven tools and software to manage tasks such as responding to messages, qualifying leads and more. This minimizes manual work while maximizing engagement, making it an essential tool for businesses using TikTok for marketing and sales. You’ve probably experienced some sort of WhatsApp automation in the past. Perhaps you contacted a business on WhatsApp, got your questions answered, or booked an appointment on a calendar app. This experience is now possible on TikTok thanks to their strides in [business functionalities](https://respond.io/blog/tiktok-for-business). In fact, [92% of TikTok users](https://www.tiktok.com/business/en-GB/blog/tiktok-works-driving-business-impact) take some type of action after watching a video and 37% have purchased something they discovered through the app. ### 4 Benefits of TikTok Automation As businesses increasingly turn to automation for business messaging, it's essential to understand how these tools can optimize customer interactions. Now, let’s explore the key benefits that TikTok automation brings to your business. ![TikTok%20Automation%20Benefits](https://images.ctfassets.net/ph8r57dk1q9w/4wxc6Q5gyFziIU1CRCHI1l/f71595e8f2a4be141b241326839a398c/Tiktok_Automation-_Image_1.png) #### Reduce Agent Load By automating repetitive tasks such as answering FAQs and filtering inquiries, businesses can reduce the burden on their customer-facing teams and allow agents to focus on high-value conversations. #### Decrease Response Times Auto reply features ensure TikTok users receive instant responses, helping you engage potential customers quickly and reduce delays in communication. #### Increase Sales Conversions In sales, it is important to engage with leads when interest is high. Automating TikTok conversations allows businesses to engage potential customers at the right moment, guiding them through the buying process and increasing conversion rates. #### Increase Customer Satisfaction Automation’s capacity to speed up processes enhances the customer experience, builds trust and fosters brand loyalty. ### How to Use TikTok Automation TikTok automation goes beyond content—it helps you engage leads, qualify them, and move them down the funnel with minimal manual effort. Here’s how to get the most out of it. #### 1\. Automate Tasks with AI Agents Some customer conversation management softwares come with AI solutions to simplify your daily operations. For example, these are some of the things that respond.io's [AI Agents](https://respond.io/help/ai-agents/getting-started-with-ai-agents) can do for you. - Answer questions 24/7 using your knowledge sources - Assign conversations to the right team or agent - Update Lifecycle stages and Contact Fields automatically - Trigger Workflows to perform complex actions like integrations - Close conversations and create summaries - Receive ad attribution context from TikTok Messaging Ads, recognizing which campaign, ad set, and creative a lead clicked—enabling campaign-aware qualification and routing from the first message. #### 2\. Create Lead Journeys Using tools like respond.io’s [Workflows Module](https://respond.io/help/workflows/workflows-overview), you can set up automated journeys triggered by ad interactions—and because AI Agents automatically receive ad attribution context from TikTok Messaging Ads, your workflows can route and qualify leads based on the specific campaign they clicked. #### 3\. Deliver Real-Time Notifications Keep customers updated with order confirmations, promo alerts, or back-in-stock notifications by integrating TikTok with messaging platforms. Automation ensures the right message reaches the right user at the right time #### 4\. Streamline Content Creation & Posting Automation tools simplify content production using AI templates, effects, and filters. You can also schedule and post videos automatically at peak times, ensuring consistent visibility without manual uploads. #### 5\. Run Smarter Ad Campaigns With automation, you can optimize ad budgets, schedule placements, and even run A/B tests with creative variations. Performance data flows in automatically, making it easy to adjust strategy on the fly. ![TikTok%20Automation%20-%20Screenshot%206](https://images.ctfassets.net/ph8r57dk1q9w/5mKlcqkoQqmcT6jEMDCNYy/c15a48b4bf13497cc07daedd963add7e/tiktok_ads.png) ### TikTok Automation: 4 Best Practices Implementing automation is one thing; doing it effectively is another. Businesses must follow best practices to truly maximize their potential. Here are some key strategies to ensure your automation efforts are effective and customer-friendly. ![TikTok%20Automation%20-%20Best%20Practices](https://images.ctfassets.net/ph8r57dk1q9w/3FPAkOTITc6oZ0un2lkrkN/ba604a9b0291ca13483b5db11c37ecef/Tiktok_Automation-_Image_3.png) #### Balance Automation with Authenticity Use automation to handle repetitive tasks, but maintain a human touch in key interactions to preserve brand personality and trust. To maintain engagement, personalize automated responses with the user’s name past interactions, or purchase history. #### Provide an Agent Escalation Pathway Automation should complement, not replace, human interaction. When human empathy and critical thinking are needed, ensure complex inquiries are seamlessly escalated to live agents. Offering an easy way to escalate—such as a “Talk to an Agent” button—improves customer satisfaction and prevents frustration. #### Monitor Performance & Iterate Track automation performance regularly using analytics to identify areas for improvement and refine messaging strategies. Identify weak points, such as high drop-off rates or ineffective responses, and adjust your automation strategy accordingly. #### Integrate with Your Tech Stack Seamlessly connect TikTok automation tools with CRM systems, marketing platforms and messaging solutions like respond.io for an efficient workflow. This allows businesses to centralize customer data, streamline communication, and provide a unified brand experience. For example, linking automation to a CRM enables personalized follow-ups, while connecting with marketing platforms helps trigger targeted campaigns based on user behavior. ### How to Set Up TikTok Automation: 2 Methods Once you’ve chosen the right tool for TikTok automation, you’ll need to know how to set it up effectively. Below, we break down two methods for getting started, depending on your platform of choice. #### Method 1: Set Up TikTok Automation on TikTok Ads Manager To automate responses and lead management on [TikTok Ads Manager](https://ads.tiktok.com/i18n/automated-rules-v2/management/manage?aadvid=7384763512561713168), follow these steps: **1\. Log into TikTok Ads Manager** – Navigate to the Ads Manager dashboard. ![TikTok%20Automation%20-%20Screenshot%201](https://images.ctfassets.net/ph8r57dk1q9w/2l5Ib5bIU6Cm0opSQalAmB/e0a86f34ab9e878a19e2c0810f85333c/Screenshot_2025-02-07_at_9.41.51_AM.png) **2\. Go to the 'Assets' tab** – Click on ‘Automated Rules’ under ‘Tools.’ ![TikTook%20Automation%20-%20Screenshot%202](https://images.ctfassets.net/ph8r57dk1q9w/4KydxWY3T7w8vShgYmt1U2/f27d37906d9801f414e19165478045e8/Screenshot_2025-02-07_at_9.41.58_AM.png) **3\. Create a new rule** – Select ‘Create a Rule’ and define the conditions for automation, such as budget adjustments, bid strategies, or engagement-based responses. ![TikTok%20Automation%20-%20Screenshot%203](https://images.ctfassets.net/ph8r57dk1q9w/2vNbGKsq5DkVh4fQhZrvl1/030c59f0fa31abe718aa5d673b565a21/Screenshot_2025-02-07_at_9.42.22_AM.png) **4\. Set rule conditions** – Specify when automation should trigger, such as responding to high engagement levels or optimizing ad spending. ![TikTok%20Automation%20-%20Image%204](https://images.ctfassets.net/ph8r57dk1q9w/4CBnLwTy5Aj2A12vRZSPjb/a9293df147716996255bce07a277c2d1/Screenshot_2025-02-07_at_9.43.50_AM.png) **5\. Choose actions** – Define what the rule should do, such as pausing low-performing ads, increasing budgets for high-performing ads, or triggering auto-replies. ![TikTok%20Automation%20-%20Screenshot%205](https://images.ctfassets.net/ph8r57dk1q9w/WQMDoJ7J35csaPd9kNfuI/067cd6b4c6179425f70633fc2d393cde/Screenshot_2025-02-07_at_9.44.24_AM.png) #### Limitations of TikTok Automation on TikTok Ads Manager While TikTok Ads Manager offers automation for ad campaigns, it has some limitations you should consider before using it as your sole solution. Let’s take a look at them. ![TikTok%20Automation%20-%20Limitations%20on%20TikTok%20Ads%20manager](https://images.ctfassets.net/ph8r57dk1q9w/5q58uSDVqXfalJPAuW773S/b307fdd599084f271a23cfbfa8dacd3c/Tiktok_Automation-_Image_4.png) ##### Limited messaging automation TikTok Ads Manager focuses on ad campaign management rather than full-scale customer communication. ##### No chatbot integration Businesses cannot create AI-driven chatbots for ongoing customer interactions. ##### Manual adjustments required Automated rules help optimize ad performance, but human intervention is still necessary for more complex scenarios. ##### Limited to ad-driven interactions Automation only works within TikTok Ads, restricting broader messaging automation across TikTok Business Messaging. #### Method 2: Set Up TikTok Automation on Respond.io If you want a more comprehensive TikTok automation solution, respond.io, a badged TikTok Marketing Partner, provides a robust platform for managing and automating your interactions across TikTok and other messaging channels. In [a recent press release](https://www.globenewswire.com/news-release/2025/01/10/3007414/0/en/Respond-io-Unveils-AI-Powered-Solution-for-TikTok-Messaging-Ads-Aiming-to-Bridge-4-1-Trillion-SME-Financing-Gap.html?utm_source=chatgpt.com), Gerardo Salandra, CEO and co-founder of respond.io, highlighted the company's advancements in TikTok automation: > Managing TikTok customer inquiries has been limited by the number of available social managers. Through our integration with TikTok Messaging Ads and being among the first to bring all TikTok interactions, including direct messages, into a single platform, we’re helping businesses streamline operations. With Respond AI resolving 74% of conversations autonomously, this integration enables SMEs using TikTok to achieve faster responses, improved customer experiences, and ultimately, increased sales. These autonomous capabilities let AI Agents handle more of the heavy lifting while still escalating to a human whenever a case requires judgment or empathy. Here's how you can set up TikTok automation on respond.io. ##### 1\. Create a Respond.io account [Sign up on respond.io](https://app.respond.io/user/login) to create an account. This will give you access to the platform’s full suite of messaging tools. ##### 2\. Connect TikTok as a channel [Integrate your TikTok Business](https://help.respond.io/tiktok/tiktok-quick-start#connecting_tik_tok_to_respond_io) Account with respond.io. To maintain uninterrupted messaging, ensure your TikTok account is linked to TikTok for Business (Business Center) to obtain Advanced Access. This allows you to send and receive messages directly from TikTok within the platform’s unified inbox. Respond.io provides step-by-step instructions to connect TikTok Business Messaging, ensuring your account is ready for use. ##### 3\. Create your AI Agent We recommend starting your journey into TikTok automation with AI Agents. These virtual assistants are not simply chatbots — they act as frontline helpers that identify user intent and respond with the best course of action based on their training. 1\. **Open** the AI Agent Module on the left column. Select an AI Agent template (recommended for first-timers) or create one from scratch. ![](https://images.ctfassets.net/ph8r57dk1q9w/7z2Z3eK8IBBYMC70jSKpqi/a94ac9e6c828386af41c7bb85fd1f42f/Screenshot_2025-09-02_at_3.36.02â__PM.png) 2\. **Review** and customize your AI Agent's configuration, actions and knowledge sources. Note that AI Agents can update CRM fields, change [Lifecycle stages](https://respond.io/help/workspace-settings/workspace-settings-lifecycle), tag or categorize contacts, summarize entire conversations and even trigger Workflows when contact events occur. They also process files like images and PDFs, letting customers share documents directly in TikTok conversations. ![](https://images.ctfassets.net/ph8r57dk1q9w/4nTZVa61lgz8jrzQfWYFoV/0f43a7a96d1bf4fdb854bcf710c7e9a0/Screenshot_2025-09-02_at_3.36.43â__PM.png) 3\. **Publish** your AI Agent. ![](https://images.ctfassets.net/ph8r57dk1q9w/0vUIXDYdat81PjYj4XjXx/b9cee88bb2399011f4065a0fa3f94d70/Screenshot_2025-09-02_at_3.37.06â__PM.png) Respond.io offers another key automation feature beyond AI Agents — a highly customizable visual automation builder. It pairs effectively with AI Agents to create a complete TikTok automation setup with no gaps. ##### 4\. Optional - Build Automated Customer Journeys with Workflows In the [Workflows Module](https://help.respond.io/workflows/workflows-overview), create custom workflows to automate lead nurturing, send personalized messages,and engage with customers in real time. With respond.io, you can set triggers, define actions, and design tailored engagement paths to maximize your TikTok interactions. ![TikTok%20Automation%20-%20Respond.io%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/5mSTAcJK5Cld40QGlOYPCq/1870b5c266d2dc31f948ad39c568a43f/Screenshot_2025-02-07_at_11.38.39_AM.png) For a seamless start with TikTok Workflows, we recommend trying one of our [TikTok Workflow templates](https://help.respond.io/workflows/workflows-overview#creating_a_new_workflow_from_a_selected_template) first. These templates are designed to streamline common Tiktok sales use cases for respond.io users. ### Get the Right Start on TikTok Automation TikTok is a powerful way to reach new audiences, but without automation, handling the volume of engagement can quickly overwhelm your team. Respond.io makes it easy to turn attention into action—automatically replying to leads, qualifying them, and continuing the conversation on TikTok, WhatsApp, Messenger, and beyond. 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading Want to explore TikTok further? Here are some readings that might interest you. - TikTok Ads Cost Breakdown: How to Achieve High ROI - 4 TikTok Myths Busted (Plus TikTok Secrets to Boost Business) - 5 Game-Changing Reasons Businesses Need TikTok Advertising ## [TikTok Business vs Personal Account: Which is Right for You? ](https:/respond.io/blog/tiktok-business-vs-personal-account) Learn the key differences between TikTok Business and Personal accounts, including features, advantages, disadvantages and which account best suits your goals. TikTok Business vs Personal Account; which one is right for you? In this guide, we’ll help you pick the best fit by showing you the key differences between these accounts. And if you already have a clear vision of what you aim to achieve on the platform, making a choice becomes much easier. ### TikTok Business Vs Personal Account at a Glance Before we dive into a detailed breakdown of the differences between these accounts, let’s take a peek at their key features. **Key Differences Between WhatsApp Business App and WhatsApp API** | Feature | TikTok Business Account | TikTok Personal (Creator) Account | | --- | --- | --- | | Best for | Brands, businesses, and organizations | Influencers, individual creators, and the general public | | Music and sound | Commercial sound and very limited public sounds | Full access to trending music and public sounds | | Monetization capabilities | No | Yes | | Analytics | Access to detailed analytics | Limited analytics | | Access to Ad Manager | Yes | No | | Access to e-commerce features | Yes | No | | TikTok Shop | Yes | Yes (Only for affiliates) | | Integrates with a third-party messaging app such as Respond.io | Yes | No | | Profile customization | Offers elaborate profile customization | Limited customization options | | Access to creative tools | TikTok Creative Hub for professional videos and ads | Basic creative tools for video content | | Access to development programs | No | Yes | | Access to privacy settings | No | Yes | #### What is a TikTok Personal Account (aka Creator Account)? A TikTok personal also known as a creator account, is the most widely used TikTok account. It is the default account you get when you first sign up for TikTok. This account was designed for people who want to post fun content online and grow their following on the platform. This makes it the perfect choice for public figures, content creators and other regular TikTok users. However, the TikTok personal account does not allow you to run paid Ads since TikTok Ad Manager is available only to business account users. In addition, as far as data analysis is concerned, this account type provides minimal information. #### What is a TikTok Business Account? As the name implies, a TikTok business account is designed to help brands and businesses sell their products and services on the platform. This type of account comes with marketing tools that allow businesses to create ads, run campaigns and track the performance of their promotional content in terms of reach, clicks, impressions, sales, revenue and more. With a business account, you can access TikTok Ads Manager, which gives you a clear insight into the performance of your video content and ad campaigns. You can also A/B several versions of your promotional content to determine what resonates with your target audience. ### Pros and Cons of TikTok Personal Account Knowing the pros and cons of a TikTok personal account can help you decide if it is the best fit for your needs. Here are some key advantages and disadvantages worthy of note. ![An%20image%20of%20icons%20showcasing%20the%20advantages%20of%20a%20TikTok%20Personal%20Account%20vs%20Business%20account%20incuding%20the%20ability%20to%20use%20trending%20music%20and%20sound%2C%20monetizable%20content%2C%20access%20to%20advanced%20creator%20tools%20and%20enhanced%20privacy%20settings](https://images.ctfassets.net/ph8r57dk1q9w/1SUqDPrF7FXVujp0fXykLO/c3a0364b3f2ba013f77f6c03b10b7d17/tiktok-business-vs-personal-account-image-2_ad708d50088d770db276c94f1da0495f.png) #### Advantages of TikTok Personal Account ##### 1\. Allows You to Use Trending Music and Sound Although TikTok is known to be the home of viral content and songs, only personal account users can enjoy full access to these trending sounds. You can use any song or content of your choice from the TikTok music library to create your own content without worrying about copyright infringement. This is particularly a significant advantage for personal accounts since using trending songs is an effective way of organically boosting visibility, a feature business account users can only dream of. ##### 2\. Can be Monetized TikTok provides monetization programs for personal account users, offering cash incentives to creators for their video content. Additionally, you can get [LIVE gifts](https://support.tiktok.com/en/live-gifts-wallet/tiktok-live/live-gifts-on-tiktok) and brand partnership gigs if you have a large following. ##### 3\. Privacy Settings TikTok personal offers more privacy settings. If you want to limit who can view or interact with your account, the personal account allows you to do just that. #### Disadvantages of TikTok Personal Account ##### 1\. No Access to Paid Ads You can’t run paid ad campaigns with a TikTok personal account. This means you can only grow your account or increase your visibility organically. Your best chance of growing your account is by creating higher quality content, connecting with other creators, encouraging your existing followers to like and share your content and more. All of which may take a long time to pay off. ##### 2\. Limited Analytics Another disadvantage of using a personal account is that you have limited access to data analysis. The analytics pages only show information such as the number of post views, likes, shares, profile views and comments. With limited information to work with, you may struggle with identifying specific aspects of your content that need improvement. ##### 3\. Cannot Integrate with Third-Party Apps Unlike business accounts, TikTok creator accounts can’t integrate with third-party social media management apps like Hootsuite and Buffer. Or messaging apps like respond.io. This means you have to manually handle everything on your page, which can be overwhelming. #### Who is TikTok Personal Account Best for? If you enjoy creating content or wish to become an influencer, the TikTok personal account is your best bet. Also, if you are someone who just wants to share fun content online, engage with your audience and grow your accounts, a personal account is all you need. ### Pros and Cons of TikTok Business Account Since we’ve seen the pros and cons of a TikTok personal account, let’s take a look at the advantages and disadvantages associated with a business account. ![An%20image%20of%20icons%20showcasing%20the%20advantages%20of%20TikTok%20Business%20Account%20vs%20Personal%20Account%20including%20integration%20with%20e-commerce%20platforms%2C%20access%20to%20TikTok%20Web%20Business%20Suite%20and%20ad%20manager%2C%20auto-messaging%20and%20advanced%20profile%20customization](https://images.ctfassets.net/ph8r57dk1q9w/5RvAv3yHFWNcV2sCyXXukw/80a8a946bbcf182ff90054cab6e26857/tiktok-business-vs-personal-account-image-3_feeb528f89352fb08b1a7af1fe0d018f.png) #### Advantages of TikTok Business Account ##### 1\. Integration with E-commerce Platforms One of the biggest advantages of using a TikTok business is that it allows you to seamlessly integrate your account with e-commerce platforms like Shopify. This way, you can create a virtual shop on your TikTok called [TikTok Shop](https://business.tiktokshop.com/us/seller), which lets audiences buy your product or service directly within your profile without exiting the app. Having a TikTok shop can tremendously boost your sales rate as more than [70%](https://www.statista.com/statistics/1323243/tiktok-shopping-behavior/) of TikTok users say they buy something they come across in their feed. Learning [how TikTok Shop works](https://respond.io/blog/how-to-open-a-tiktok-shop) and [how to sell on TikTok](https://respond.io/blog/how-to-sell-on-tiktok) can help increase your sales and revenue. ##### 2\. Access to TikTok Web Business Suite Another huge advantage of a business account is the [Web Business Suite](https://ads.tiktok.com/help/article/navigate-web-business-suite?lang=en) that it comes with. The suit gives you access to features such as; - Advanced Analytics: Eliminates guesswork by providing a well-detailed insight into the overall performance of your business, which helps you make better decisions. You can see details such as the number of video views, follower demographics (age, gender, location) and engagement metrics, including likes, comments and shares. In addition, TikTok analytics can help you identify the best time to post content and collaboration opportunities. - Workspace: Comes with Promote, an advertising tool that helps boost your video visibility, leading to an increase in traffic generation and followership. - Activity and Support: Discover creative ideas and information on how to optimize your business account. ##### **3\. Access to Ad Manager** The business account comes with a [TikTok Ad Manager](https://ads.tiktok.com/business/en) for creating, running and managing paid advertising campaigns. In addition, you can target specific audiences for ads based on factors like location, age, gender and more. These are just the tip of the iceberg of what the advertising feature offers. There are several other [game-changing reasons why your business needs TikTok advertising.](https://respond.io/blog/tiktok-advertising) ##### 4\. Auto-Messaging Manually responding to customers limits how much you can scale. It can easily overwhelm your agents and delay time to respond to prospects. 50% of customers are [less likely to buy from a business](https://www.forbes.com/sites/shephyken/2023/01/08/todays-customer-has-a-need-for-speed/) that responds too slowly. This is where the [auto-responder feature](https://ads.tiktok.com/help/article/how-to-set-up-auto-messages-for-business-accounts) comes in. TikTok business account allows you to set automatic messages that address your customers’ common concerns. If you use [TikTok Messaging Ads](https://respond.io/blog/tiktok-messaging-ads), you can integrate it into a customer conversation management software like respond.io to customize and create sophisticated automated responses. It’s Workflows automation builder and AI Agent offer better responses, improving the odds customers buying from you. ##### 5\. Advanced Profile Customization Abilities The TikTok business account offers exclusive customization features once you register your business on the business suite. These include app download links, link-in-bio, lead generation, business page and video geo-targeting. Customizing these options allows you to stand out from competitors. #### Disadvantages of TikTok Business Account ##### 1\. Can’t be Directly Monetized One of the disadvantages of a business account is that it can’t be directly monetized, unlike a personal account. While businesses can generate sales and revenue through the app, business accounts can’t participate in TikTok monetization programs like creator funds and live gifts. That said, your only hope of making money through the platform is by actively and aggressively promoting your product and services. ##### 2\. Doesn’t Allow the Use of Public Music Another major drawback of this type of account is restricted access to public sound and music. We all know TikTok to be a haven of trending songs and content. However, only personal accounts can fully enjoy the free use of these materials. A business account, on the other hand, has to worry about licensing restrictions, therefore limiting its access to public music. This limitation can prevent you from jumping on trends that can benefit your business. With all of this in mind, which businesses should use TikTok Business account? #### Who is TikTok Bussiness Account Best for? While any business can start a TikTok Business Account, you should consider using it if you run ad campaigns. This is where you can scale your growth and reach many more customers. Here are a few success stories that showcase the impact a TikTok Business Account has. - Travel: Accor, a leading hotel group, became the first in its industry to globally launch Dynamic Travel Ads on TikTok, achieving a 2.3x increase in return on ad spend (ROAS). - E-commerce: PedidosYa, a Latin American food delivery platform, acquired new customers by 11% and in-app purchases by 7%. - Retail: Nectar Sleep, a mattress retailer, used TikTok ads to capitalize on a holiday peak shopping period. During this campaign, they reduced their cost per acquisition by 59% while increasing their ROAS by 172%! - Professional Services: Apartments.com, an online rental marketplace, has addressed every stage of the marketing funnel, from awareness to conversion. It Improved the click-through rate by 72% while reducing cost per impression by 16%. ### Final Verdict: TikTok Business Account vs Personal If all you want to do is share content and grow your followings on TikTok, a personal account can get you that. However, if you want to do a lot more than that, especially as a business owner, the business account is your best option. With features like Ad Manager, detailed analytics, auto-messaging and TikTok Shop, it can take your business to the next level. ### 5 Easy Steps to Switch from TikTok Personal to TikTok Business Account Switching to a TikTok business account is a straightforward process. Simply follow the steps below to switch your account. **1\. Log in** to your account and head over to your profile **2\. Tap** on the three lines in the top-right. **3\. Click** on Settings and Privacy **4. Select** Account from the list of options. **4\. Tap** Switch to Business Account ![A%20series%20of%20screenshots%20showing%20how%20to%20swtich%20from%20TikTok%20Personal%20Account%20to%20a%20TikTok%20Business%20Account](https://images.ctfassets.net/ph8r57dk1q9w/7D6ArRT8z62QoR6AM77XCo/3f69d638dfec1bbe49fa9713f866aa63/tiktok-personal-vs-business_133d1832509217f1461d4d3360169cbc.jpg) Finally, follow the prompts you see on your screen to set up your business profile. ### How to Make the Most of your TikTok Business Account Choosing to use a TikTok business account is one thing, making the most of it is another. Here are a few tips that can help you grow your business using this account. ![Make%20the%20most%20out%20of%20your%20Business%20Account%20to%20gain%20more%20customers](https://images.ctfassets.net/ph8r57dk1q9w/2ggsI6hLZ2pBfUYnLdNsnc/23a10c506e44614b7973e7e3f48b4714/tiktok-business-vs-personal-account-image-4_8b8a7895cc8ad14143dd910d5d3e3886.png) #### Use TikTok Ads [TikTok Ads](https://getstarted.tiktok.com/ttam-partners?lang=en&irclickid=wS%3AwB4XpTxyNWDX3-fziy0xHUkCUfp2hv1M5ww0&irgwc=1&attr_source=impact&attr_medium=affiliate-ad&attr_ad_id=1424839&attr_adgroup_id=1310690&ad_group_name=Admitad+-+1310690&ab_version=control) is your best bet for reaching a larger audience and growing your account faster. The ad feature offers various ad options including ad placement. We recommend you explore Ad Manager to identify what is obtainable and how to best tailor your ads to achieve your desired results. Also, it is paramount that you understand [TikTok Ads costs](https://respond.io/blog/tiktok-ads-cost) so you can maximize returns on investment (ROI). For example, [Gina Tricot](https://ads.tiktok.com/business/en/inspiration/gina-tricot-nordics-boosting-performance?ab_version=control), a Swedish fashion ran a TikTok advertising campaign that generated a 28% boost in return on ad spend, as well as causing a 64% drop in cost per action. #### Create Quality and Engaging Content Content is the heart of TikTok. Therefore, to succeed, create videos that can easily capture the attention of your audience and encourage interaction. Storytelling can be an effective way to make it happen. Instead of just shooting plain videos that showcase your product, try creating a story around the product. This could be a story of how the product satisfied a customer's needs, or how to maintain the product in question. Most importantly, don’t forget to keep it short. Since the average attention span of humans has dropped to about [8.25 seconds](https://www.wyzowl.com/human-attention-span/), creating short videos increases your chances of success. Statistically speaking, videos that are less than 90 seconds retain a [50%](https://vidico.com/news/short-form-video-statistics/) viewership rate and can boost sales by up to [80%.](https://vidico.com/news/short-form-video-statistics/) #### Engage with Your Audience While you are trying to sell something on TikTok, remember that TikTok is a social platform. And like other social platforms, engaging with your audience helps you build a strong online presence and community around your brand. Respond to as many comments on your content as you can. Doing this will help create a connection and make your followers feel valued. In addition to that, responding promptly to direct messages in your inbox would also be a plus. If you have a large customer base, handling this manually can be overwhelming. This is where we come in. You can integrate respond.io into your app to improve your messaging capabilities and increase your lead conversion rate. Using respond.io, Qobolak had [95% more lead conversions](https://respond.io/customers/how-qobolak-used-broadcasts-to-double-student-lead-conversions) from their advertising efforts. ### Take TikTok Sales and Marketing to the Next Level While TikTok provides basic business tools, it may fall short for businesses that sell through chat across multiple channels and need advanced features for automation, analytics, security, and customer communication. Respond.io, a TikTok partner, checks these boxes and many more. #### Unlock the Power of TikTok Business Messaging Managing a high volume of TikTok messages? We’ve got the perfect solution! As an early adopter of TikTok Business Messaging integration, respond.io enables businesses to handle TikTok conversations efficiently and transform them into sales opportunities. Whether responding to comments on organic videos or engaging with leads from TikTok Messaging Ads, businesses can fully utilize the platform’s broad audience reach and strong conversion potential. By integrating TikTok Business Messaging with respond.io’s omnichannel suite, businesses can manage TikTok chats alongside WhatsApp, Instagram, and other platforms from a single inbox. Automate responses, qualify leads instantly, and nurture them through AI-powered workflows, allowing your team to focus on closing deals. Also, gain valuable insights into chat performance with analytics to refine your strategy and increase conversions. Currently in Beta, TikTok Business Messaging is available in most regions except the U.S., EEA, Switzerland, and the U.K. If you have a TikTok Business Account in an eligible location, connect it to respond.io today and start turning conversations into customers! ### Combine the Power of TikTok and Respond.io to Accelerate Business Results Respond.io is among the first few badged TikTok Marketing Technology Partners globally. The badge is awarded for expertise in end-to-end TikTok sales and marketing solutions, including sales workflow automation and tools to optimize TikTok ad performance. What does this mean for your business? As a badged partner, respond.io gives you access to the latest innovations in TikTok Business Messaging. From capturing leads to closing sales, you’ll have the tools to attract, convert and grow customers — all from a single platform. 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you enjoyed reading this article, check out these other blogs: - Ultimate Guide to TikTok for Business - 5 Game-Changing Reasons Businesses Need TikTok Advertising - How to Sell on TikTok: Turn Scrolls into Sales with TikTok Shop and Beyond ## [TikTok Chatbot: How to Set it Up in 5 Steps and Use Cases ](https:/respond.io/blog/tiktok-chatbot) Learn how you can connect a chatbot to TikTok and and its benefits to take your business to the next level. TikTok is a powerful tool for businesses to engage with tons of customers, generate leads and drive sales. However, managing conversations at scale can be overwhelming. This is where TikTok chatbots come in. In this guide, we’ll explore what a TikTok chatbot is and how it works, the functions of a chatbot, how you can build one on respond.io and its use cases. ### What is a TikTok Chatbot? A TikTok chatbot is an automated messaging assistant that interacts with users on TikTok. It does this using artificial intelligence or pre-programmed rules connected with TikTok business chats via TikTok Business Messaging API. A chatbot can help businesses handle high volumes of messages for various use cases without human intervention. That’s what we’ll look at next. ### What Can TikTok Chatbots Do? TikTok chatbots serve a variety of business functions, making them essential tools for brands looking to streamline communication, boost engagement and drive conversions. ![An%20image%20showing%20the%20capabilities%20of%20a%20TikTok%20Chatbot](https://images.ctfassets.net/ph8r57dk1q9w/l48xUjJEq6xn5nzRYhPCL/35126e87af2815a5464216e289d351e5/How_To___TikTok_Chatbot_-_Image_1.png) Here are some of their key capabilities: #### Answer FAQs Customers often ask repetitive questions about pricing, product availability, store locations, shipping details and more. A chatbot can instantly provide these answers, ensuring quick response times while freeing up human agents for more complex tasks. #### Answer Complex Questions With AI For businesses leveraging AI-powered chatbots like [Respond.io's AI Agent](https://respond.io/blog/respond-ai), it doesn’t just provide predefined responses—it can understand nuance, provide helpful context-aware replies, qualify leads, book appointments, collect and update customer information and even close conversations with a summary once resolved. For example, if a customer asks about product comparisons on your [TikTok Shop](https://respond.io/blog/how-to-sell-on-tiktok), an AI chatbot can pull the right details, recommend the best option and collect the customer’s information so your sales team can follow up. #### Qualify Leads A chatbot can [filter potential leads](https://help.respond.io/convert-leads/how-to-automatically-qualify-contacts-based-on-budget-using-ai-agent) by asking a series of pre-determined questions. It can assess whether a customer is genuinely interested in purchasing and gather key details like budget, preferences and urgency before escalating hot leads to sales agents. #### Appointment Booking Service-based businesses, such as beauty salons, clinics and consultants, can use TikTok chatbots to schedule appointments. The chatbot can display available slots, confirm bookings and send reminders without requiring human intervention. #### Guide Purchases A chatbot can act as a virtual shopping assistant, helping users discover products. If you integrate a TikTok AI chatbot, you can provide personalized recommendations and guide customers through the checkout process. This can significantly increase conversion rates on TikTok. Before you can implement a TikTok chatbot to perform tasks, you’ll need two things before can do that. ### TikTok Chatbot Prerequisites Before you can set up a TikTok Chatbot, you need a few tools to get going. ![An%20image%20showing%20businesses%20need%20a%20TikTok%20Business%20Account%20and%20a%20connected%20messaging%20platform%20before%20setting%20up%20a%20TikTok%20chatbot](https://images.ctfassets.net/ph8r57dk1q9w/56jJv9dyysmfdm1SDpsbzM/7c62d322fbc6c938ae37d65c942961e6/How_To___TikTok_Chatbot_-_Image_2.png) #### 1\. A TikTok Business Account Only TikTok Business Accounts can integrate chatbots. If you currently have a personal account, you’ll need to switch to a Business Account through your TikTok settings. This gives you access to features like TikTok Ads. To use TikTok Business Messaging, your account must also have Advanced Access, which requires linking to TikTok for Business (Business Center). #### 2\. A Connected Messaging Platform To enable chatbot functionality, you must connect your TikTok Business Account to a messaging platform like respond.io, an AI-powered customer conversation management software that is a badged TikTok Marketing Partner. This gives businesses additional functionality like automating processes and building a chatbot. Check out how you can connect TikTok to a respond.io, an AI-powered customer conversation management software: Once these two prerequisites are met, you’re ready to build your Tiktok chatbot. We’ll look at that next. ### How to Set Up a TikTok Chatbot on Respond.io in 5 Steps With respond.io, you can create an AI chatbot for your needs. To do this, you need to use the [Workflows automation builder](https://help.respond.io/workflows/workflows-overview) to configure your chatbot. You can do this in five steps. #### Step 1: Select the *Assignment: Sales and Support AI Agents* Template ![A%20screenshot%20showing%20the%20Assignment%20to%20Sales%20or%20Support%20AI%20Agents%20Workflow%20template](https://images.ctfassets.net/ph8r57dk1q9w/6pgWoMalR5gIjuvolvsraX/a94f7b3fd87bd5217e18521e928180d4/TikTok_Chatbot_Step_1.png) Navigate to the Workflows Module and select the *Sales and Support AI Agents* template. #### Step 2: Add a New Branch To specifically handle incoming messages from TikTok, you’ll need to add a new Branch. Select *Last Interacted Channel*, set the operator to *is equal to* and select your TikTok channel. ![A%20screenshot%20of%20adding%20a%20branch%20in%20the%20Workflow%20template](https://images.ctfassets.net/ph8r57dk1q9w/792cABWxFT0HJHGqfzXijY/d04b451beabdb51cb2ad54bb41453b79/TikTok_Chatbot_Step_2.png) #### Step 3: Configure the AI Agent Settings You can configure the [Respond.io AI Agen](https://respond.io/blog/ai-sales-agent)t by manually filling in the objective, persona and knowledge sources. Alternatively, you can use the AI Agent Builder where you can configure the AI Agent with a simple chat interface. That said, note that with the latest update, AI Agents do more than reply to messages. They can now update CRM fields and [Lifecycle stages](https://respond.io/help/workspace-settings/workspace-settings-lifecycle), apply tags, automatically summarize conversations and trigger Workflows based on contact events. They can even process images or PDFs sent by customers, broadening the range of queries that can be handled automatically. AI Agents can also apply or remove contact tags based on conversation context, enabling automatic lead classification and segmentation. These autonomous actions reduce manual workload and keep your contact data accurate and up-to-date, while still handing off to a human agent whenever the AI is unsure or escalation is required. ![A%20screenshot%20showing%20how%20to%20set%20up%20AI%20Agent%20step](https://images.ctfassets.net/ph8r57dk1q9w/73Ngh43FgA3Ah4h3Jzgd2p/f77998de82dd9b927150ab63026d5756/TikTok_Chatbot_Step_3.png) With these optimizations, the chatbot will provide personalized and context-aware responses rather than generic replies. #### Step 4: Add a *Send TikTok Lower Funnel Event* Step [TikTok provides Lower Funnel Events](https://help.respond.io/workflows/step-send-tiktok-lower-funnel-event) to track interactions that lead to conversions. Adding this step ensures that customer actions—such as form submissions, purchases, or bookings—are recorded as measurable conversion events. ![A%20screenshot%20guiding%20users%20to%20Add%20a%20Send%20to%20TikTok%20Lower%20Funnel%20Event%20](https://images.ctfassets.net/ph8r57dk1q9w/t9bISQMlHYRhmZhCbu476/c414f399de18d307e87d67c674f97b97/TikTok_Chatbot_Step_4.png) This is crucial for businesses that want to track chatbot effectiveness and optimize their TikTok advertising strategy. #### Step 5: Test and Publish Your Workflow Before going live, run a test conversation to verify that the chatbot responds correctly. Test different user inputs to ensure that: - The chatbot recognizes common inquiries - AI responses are accurate and relevant - The chatbot routes conversations correctly when necessary ![A%20screenshot%20guiding%20users%20to%20test%20and%20publish%20their%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/5NvCM2Kzv85KkFIdLowo3a/aadb764b093bef44260af85feb22c292/TikTok_Chatbot_Step_5.png) Once testing is complete, publish your chatbot and start engaging with TikTok users automatically! And remember: AI Agents are not limited to answering questions — they can take autonomous actions that keep your CRM and customer data synchronized without manual effort. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you enjoyed reading this article, then read these TikTok and chatbot blogs to learn more: - How to Automate Customer Conversations on TikTok - TikTok Ads Guide: Everything You Need to Know - Best Chatbot Strategies for Lead Generation ## [TikTok CRM: How to Set it Up in 4 Steps, Use Cases Included ](https:/respond.io/blog/tiktok-crm) Learn how to set up TikTok CRM in four steps and discover key use cases to improve marketing, sales and customer engagement. Integrate TikTok with your CRM to streamline lead management, automate responses and boost conversions. ### What is TikTok CRM? TikTok CRM refers to the integration of TikTok’s advertising and business messaging tools with a CRM (Customer Relationship Management) system - but what does it mean for businesses? If your business markets or sells on TikTok and handles high volumes of customer interactions daily, a CRM helps track and centralize data. This is particularly useful for teams of agents managing the same contacts. Since TikTok is designed for social engagement rather than customer data management, integrating it with a CRM fills this gap. This allows businesses to streamline lead management, improve customer engagement, optimize campaigns and more from a centralized platform. In this post, we’ll explore TikTok CRM, its use cases and how to set it up for your business. ### Why Your Business Needs TikTok CRM Integration Managing lead interactions without a CRM is possible, but as customer volume grows, tracking conversations across multiple channels becomes difficult. More customers make it harder for agents to track interactions and needs, especially across different channels. ![An%20image%20showing%20the%20benefits%20of%20TikTok%20CRM%20Integration%3A%20Centralized%20customer%20data%2C%20improved%20efficiency%2C%20better%20collaboration%20and%20data-driven%20decisions](https://images.ctfassets.net/ph8r57dk1q9w/iHDxNmnpJLp1M2PrtNoV8/63d319a2a79c12fb99d27dd61932b811/How_To___TikTok_CRM_-_Image_01.png) For teams where customer chats are assigned based on agent availability or expertise, keeping everyone informed about a customer's journey and specific requirements can be challenging. While these issues can be addressed manually, scaling beyond a certain point becomes inefficient. Manually inputing and updating customer data is time-consuming and increases the risk of human error. By combining TikTok’s reach and engagement capabilities with a CRM, businesses gain the following benefits to create more efficient and personalized customer journeys: #### Centralized Customer Data A single source of truth ensures all agents stay updated on leads and customer needs while eliminating data redundancy and makes it easier to maintain. #### Improved Efficiency With centralized customer data, agents can access information without searching through multiple sources or relying on others, allowing them to focus on what matters: engaging with customers. #### Enhanced Customer Experience When agents have immediate access to accurate customer data, they can provide better service, respond more effectively and enhance the customer journey—leading to higher conversion rates and improved post-sales satisfaction. #### Better Collaboration Shared access to updated customer information enables agents to collaborate smoothly. When transferring a customer between agents, the new agent can continue the conversation without losing context. #### Data-Driven Decisions Centralized customer data simplifies analytics, helping businesses make informed decisions, refine marketing strategies and optimize campaigns based on performance insights. ### Things to Know about Integrating TikTok with CRM ![An%20image%20showing%20the%20things%20to%20consider%20about%20TikTok%20CRM%20Integration%3A%20Costs%2C%20compatibility%20and%20data%20privacy](https://images.ctfassets.net/ph8r57dk1q9w/6qGDBtEhplZI7FV2anVfi7/4d65275d59cdf5f865920b8ac82b226a/How_To___TikTok_CRM_-_Image_02.png) Now that we’ve covered the benefits of TikTok CRM, here are some key factors to consider before implementing it. #### Costs While [TikTok Business](https://respond.io/blog/tiktok-for-business) Messaging is free, most CRMs come with a cost. If your business is just starting out, evaluate whether the return on investment justifies the expense of additional tools. #### Compatibility Not all CRMs support TikTok integration. Some may require third-party tools like Zapier or Make to connect. Ensure your chosen software is compatible before proceeding. #### Data Privacy When using third-party integrations, consider platform security and privacy. Since data is shared across multiple systems, differences in compliance standards could be a concern, especially in regions with strict regulations like the EU. Now that you know what to consider before integrating TikTok with a CRM, let’s explore the types of integrations available. ### 2 Types of TikTok CRM Integration There are two types of TikTok CRM integrations: direct and third-party. The capabilities vary depending on the software and can change in the future but here’s what we know right now. #### Direct Integration Some CRMs, such as Salesforce and HubSpot, offer native TikTok integrations, but with limited functionality. Currently, these integrations only support TikTok Ads Lead Generation. This means if you're capturing customers organically through non-ad sources, their data won’t be automatically stored in your CRM. Another limitation is that, as CRMs primarily focus on data management rather than conversation handling, they lack advanced features for customer communication. If messaging customers is a critical aspect of your business, you may need a more comprehensive solution. #### Third-Party Platforms For businesses needing more than just a place to store customer data, third-party platforms like [respond.io](http://respond.io/) offer a more robust alternative. As a badged TikTok partner, respond.io gives you access to the latest innovations in TikTok Business Messaging. From capturing leads to closing sales, you’ll have the tools to attract, convert and grow customers — all from a single platform. Beyond advanced conversational tools, automation and AI, [respond.io](http://respond.io/) can function as a CRM or sync with popular CRMs like HubSpot and Salesforce, offering the best of both worlds—a centralized customer database with powerful messaging capabilities. By using [respond.io](http://respond.io/) with TikTok Business Messaging, you can efficiently manage high message volumes while leveraging industry-leading tools to enhance customer conversations and engagement for your business. Want to know how to set it up? Keep reading! ### How to Set Up TikTok CRM for Your Business In this section we’ll go over how you can set up your TikTok CRM integration. #### Step 1: Set Up Your TikTok Business Account Firstly, you’ll need to turn your TikTok Account into a Business Account if you haven’t already. More detailed instructions are available [here](https://respond.io/blog/tiktok-for-business#toc-mobile-10). 1\. Create a TikTok account if you don’t already have one. 2. Go to your **Profile** page. 3. Tap **Menu** > **Settings and Privacy**. 4. Go to **Account**. 5. Tap **Switch to Business Account**. You’ll also need to enable direct messages from everyone to ensure everyone can reach you. 1\. Go to your **Profile** page. 2. Tap **Menu** > **Settings and Privacy**. 3. Go to **Account** > **Privacy**. 4. Tap **Direct messages**. 5. In **Allow direct messages from** select **Everyone**. #### Step 2: Choose a CRM Connecting your TikTok Business Account to a CRM is pretty straightforward, depending on your CRM, but the general steps are: 1\. Login to your TikTok Ads Manager account. 2. Click on **Tools** > **Leads.** ![How%20to%20setup%20TikTok%20CRM](https://images.ctfassets.net/ph8r57dk1q9w/2w9L0G57ICAfsaonFcBq8O/2b36d80696cc57bc9520c8fc3e106180/tiktokcrm-step1.png) 3\. Click **Connect CRM** on the top left. ![How%20to%20setup%20TikTok%20CRM](https://images.ctfassets.net/ph8r57dk1q9w/53fuh9aCS5ZEOPmA9IWNkB/449607e2680dade93151f15fdf5c3d56/tiktokcrm-step2.png.png) 4\. Follow the steps onscreen. ![How%20to%20setup%20TikTok%20CRM](https://images.ctfassets.net/ph8r57dk1q9w/6OSAvf1XDTnWTP6GP4IzHT/f6d2236e43cd866b6db51b9605c9d5cc/tiktokcrm-step3.png) More instructions can be found on the [official TikTok site](https://ads.tiktok.com/help/article/available-crm-integrations-tiktok-lead-generation?lang=en). If you’re connecting TikTok to a third-party solution like [respond.io](http://respond.io), continue to the next section. However, note that not all conversation management platforms support TikTok Business Messaging—for instance, [SleekFlow](https://respond.io/sleekflow-alternative) doesn’t—so be sure to choose one that does. #### Step 3: Connect TikTok Business to respond.io You’ll need a TikTok Business Account to connect it with respond.io. 1\. Login to respond.io. 2. Go to **Settings** \> **Channels**. 3. Click **Add Channel**. 4. Look for TikTok and click **Connect**. ![an%20image%20showing%20the%20difference%20channels%20available%20on%20respond.io%2C%20including%20TikTok%20Business%20Messaging](https://images.ctfassets.net/ph8r57dk1q9w/7i0vKsOzOJhZ8FTSHLlnDF/4a04d0375adaf4ea2f921fc6802aef6d/tiktokcrm-step4.png) 5\. Click **Connect your TikTok Business Account**. ![An%20image%20showing%20what%20happens%20when%20you%20click%20Connect%20your%20TikTok%20account%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7oKz5hpv5MkdNix8WHvPIb/03eea23ffe778dce97f10aa84a8a03dc/tiktokcrm-step5.png) 6\. Follow the prompts to complete the connection process. ![An%20image%20showing%20the%20process%20of%20connecting%20a%20TikTok%20account%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/1tenSljyBDVoSJsl5K4uDS/7973ecae13ec802fcd433c88f695ee83/tiktokcrm-step6.png)![An%20image%20showing%20a%20TikTok%20account%20successfully%20connected%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3haTmI57PtnBOMSMOPBzV2/36e608fe2c29312e61722ef180403f96/tiktokcrm-step7.png) For more detailed instructions, visit our [Help Center](https://help.respond.io/l/en/tiktok/tiktok-quick-start). > Note: Your TikTok account must have Advanced Access (obtained by linking to TikTok for Business) for messaging to work reliably. #### Step 4: Test the Integration Now, ensure your integration is working correctly. Use a separate TikTok account to send a message to the TikTok Business Account connected to [respond.io](http://respond.io). The conversation should appear on [respond.io](http://respond.io), allowing you to reply directly from the platform. Make sure to respond within 48 hours, as TikTok’s messaging window will prevent replies beyond that timeframe. Congratulations, your integration is now complete! From this point forward, all contacts who message you—whether organically or through ads—will be added to your contact database. If you use CRMs like [Hubspot](https://help.respond.io/l/en/integrations/hub-spot) or [Salesforce](https://help.respond.io/l/en/integrations/salesforce), to manage your customer data, you can also connect them to [respond.io](http://respond.io) to keep your customer data synced. Find out more in our [Help Center](https://help.respond.io/l/en/workspace-settings/integrations). ### Use Cases After Connecting TikTok to CRM ![An%20image%20showing%20TikTok%20CRM%20use%20cases%3A%20Marketing%2C%20sales%20and%20Customer%20Engagement](https://images.ctfassets.net/ph8r57dk1q9w/6YkUAIPm3d4KTFPJNIVPye/b7964de17269a5176f71b6d93b7d9862/How_To___TikTok_CRM_-_Image_03.png) #### Marketing Since TikTok Business doesn’t allow businesses to initiate conversations with customers, you’ll need to run ads or post content that encourages them to reach out first. Once they do, reply quickly to maintain engagement. [TikTok Ads](https://respond.io/blog/tiktok-ads) are a powerful way to attract new leads and customers. By running targeted ad campaigns, businesses can reach specific audiences based on interests, behaviors and demographics. TikTok Ads Lead Generation also allow users to submit their contact details without leaving TikTok, making it easier to capture potential customers. Use the [48-hour messaging window](https://help.respond.io/l/en/tiktok/tiktok-overview#messaging_window) to answer inquiries, send promotional offers and introduce your brand. Direct customers to official websites, encourage sign-ups for mailing lists or newsletters, and guide them into your sales funnel for long-term engagement. #### Sales Automate lead qualification and ensure that only qualified leads are sent to your sales agents. Utilize a multi-user inbox to allow your team to handle incoming inquiries efficiently. Convert leads into paying customers by providing timely and relevant responses that guide them through the sales process. #### Customer Engagement Keep customers engaged by regularly sharing content that encourages TikTok users to start conversations with your business. Ensure seamless support by making it easy for customers to reach your team whenever they need assistance. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further reading If you found this article helpful, you might also enjoy these related blogs: - Ultimate Guide to TikTok for Business - How to Sell on TikTok: Turn Scrolls into Sales with TikTok Shop and Beyond - Supercharge TikTok Messaging Ads on Respond.io ## [TikTok Integration: A How-to Guide](https:/respond.io/blog/tiktok-integration) Learn how to connect TikTok integrations to your tech stack in a few simple steps. Connect CRMs, e-commerce stores and customer conversation management software. Are you a business on TikTok but find it difficult to manage on the platform? Then, consider TikTok Integration to better manage everything from sales and marketing to support on TikTok. In this article, we’ll look at what TikTok integration is, its benefits, the types of integrations and how to integrate different software with TikTok. ### What is TikTok Integration? TikTok Integration refers to the process of connecting TikTok with other platforms, tools, or software to enhance functionality and streamline workflows. Depending on the integration, it can help businesses, marketers, and content creators improve their marketing efforts, customer engagement, and analytics. With access to [1.5 billion users](https://www.statista.com/statistics/272014/global-social-networks-ranked-by-number-of-users/), TikTok is a great opportunity for businesses to market and sell their products, and even offer support. To make the most out of this, you should integrate software into TikTok. Let’s take a look at why you should consider TikTok integration for your business. ### Benefits of TikTok Integration for Businesses In general, businesses on TikTok should integrate software to make the most out of every customer engagement. ![An%20image%20showing%20the%20benefits%20of%20TikTok%20Integration%20for%20Business%20from%20enhancing%20lead%20generation%20to%20syncing%20your%20existing%20product%20catalog](https://images.ctfassets.net/ph8r57dk1q9w/7CWrVokP25DkBv2yIOpwnB/dddb38a88ea12412ee364b278d8e9c36/TikTok_Integration__A_How_to_Guide_-_Image_1.png) Here are four reasons why TikTok integration has great value for businesses. #### Enhanced Lead Generation TikTok offers interactive ad formats, including [Lead Generation Ads](https://respond.io/blog/tiktok-lead-generation) and [Messaging Ads](https://respond.io/blog/tiktok-ads), allowing businesses to capture customer details seamlessly. With CRM and marketing automation integration, businesses can: - Automatically store leads in CRM systems like HubSpot and Salesforce for follow-ups - Trigger personalized marketing campaigns via email, WhatsApp or SMS - Retarget high-intent users with relevant offers based on their engagement history #### Automate Tasks Managing high volumes of leads doesn't have to be a problem if you integrate TikTok with a customer conversation management software like respond.io. Respond.io lets businesses build [AI Agents](https://respond.io/help/ai-agents/getting-started-with-ai-agents) to handle more conversations without increasing the human agent load. Here are some of the things you can do with them. - Answer frequently asked questions - Trigger automation just like a human agent - Capture contact details to update your CRM, contact field or customer Lifecycle stage - Route and assign contacts to the most suitable agent - Close finished conversations and create summaries #### Better Customer Insights Instead of using the TikTok Ads Manager alone, integrating software like [Hootsuite](https://www.hootsuite.com/tiktok) enables businesses to track, measure, and optimize their marketing performance in real time. Track engagement patterns and identify high-performing campaigns to optimize ad spend. #### Sync Your Existing Product Catalog Integrating TikTok with e-commerce platforms like [Shopify](https://ads.tiktok.com/help/article/shopify-set-up-guide?lang=en) or [WooCommerce](https://ads.tiktok.com/help/article/tiktok-woocommerce-set-up-guide) allows businesses to seamlessly sync their product catalog for an optimized shopping experience. With catalog synchronization, businesses can automate product information like price, description and availability through multiple platforms, including TikTok. It also streamlines order fulfillment by integrating logistics and inventory management systems. Now that you know about the benefits of TikTok integration, let’s look at the types of integrations available with TikTok. ### 3 Types of TikTok Integrations There are several ways to integrate TikTok with business systems, depending on the tools and platforms a company uses. ![An%20image%20showing%20the%20types%20of%20TikTok%20Integrations%20available%20to%20businesses%20including%20TikTok%20Custom%20API%2C%20website%20builder%20plugins%20and%20third-party%20integration](https://images.ctfassets.net/ph8r57dk1q9w/7tguFgucJgiNYONQLNoMMF/09719706630b194a7a1c485fdbd0a556/TikTok_Integration__A_How_to_Guide_-_Image_2.png) #### 1\. TikTok Custom API For businesses requiring more flexibility, TikTok provides custom API solutions that allow developers to create tailored integrations. Using webhooks, businesses can connect TikTok to their backend systems, automate lead capturing, and synchronize customer interactions across various channels. For example, [Wendy’s](https://ads.tiktok.com/business/en-US/inspiration/wendy's-new-zealand-1120?attr_source=api_for_business&attr_medium=api_website&campaign_name=api_wendys&utm_source=api_for_business&utm_medium=api_website&utm_campaign=api_wendys&acq_banner_version=73350443) leveraged TikTok’s Campaign Management API and a third-party Weather API to create weather-triggered automated ad campaigns. The system monitored real-time weather data and adjusted TikTok In-Feed Ads accordingly. #### 2\. Website Builder Plugins E-commerce businesses and content creators can integrate TikTok with website builders like [Wix](https://ads.tiktok.com/help/article/how-to-set-up-tiktok-on-wix?lang=en) and [WordPress](https://ads.tiktok.com/help/article/how-to-install-the-tiktok-for-business-plugin-on-wordpress?lang=en) through dedicated plugins. These plugins help businesses embed TikTok videos, connect TikTok Shops, and track ad conversions directly on their websites. #### 3\. Third-Party Integrations There are a wide number of applications for third-party integrations, from messaging to process automation. You can connect to software like CRM and e-commerce platforms like [Hubspot](https://help.respond.io/e-commerce-crm-integrations/hubspot) and [Salesforce](https://help.respond.io/e-commerce-crm-integrations/salesforce) For example, you can connect [TikTok Messaging](https://help.respond.io/tiktok/tiktok-overview) and [TikTok Messaging Ads](https://respond.io/blog/tiktok-messaging-ads) to respond.io, an AI-powered customer conversation management software. It has advanced features like a no-code automation builder, broadcast capabilities and an [AI agent](https://respond.io/help/ai-agents/getting-started-with-ai-agents) to help you convert customers. You can also connect platforms like [Zapier](https://ads.tiktok.com/help/article/integrate-tiktok-lead-generation-zapier?lang=en) and [LeadsBridge,](https://ads.tiktok.com/help/article/integrate-tiktok-lead-generation-leadsbridge?redirected=1) enabling businesses to connect TikTok with thousands of apps without requiring coding. These third-party tools act as connectors, allowing companies to automate lead collection, sync customer data, and trigger actions based on TikTok interactions. #### Bonus Integration: TikTok Pixel TikTok Pixel is a piece of code that you can place on your website that allows you to share website events with TikTok. The Pixel can be used with any TikTok for Business tools to: - Measure traffic on your website - Measure ad campaign performance with TikTok Ads Manager - Optimize your campaigns and find new customers So, you know the types of TikTok integrations available to you, let’s look at how you can start. ### How to Integrate TikTok with Your Existing Business Tools Each type of TikTok integration has its own way of being connected. For TikTok Custom API and website plugins, you may require a developer due to their complexity. In this section, we’ll take a look at how you can integrate TikTok with your existing business tool from TikTok’s App Center. The TikTok App center is a marketplace built for advertisers, offering solutions for enhancing brand presence on TikTok. #### Step 1: Go to the App Center ![A%20screenshot%20showing%20the%20TikTok%20App%20Center%20to%20integrate%20third-party%20software](https://images.ctfassets.net/ph8r57dk1q9w/1EwBx5vZTPTvTT2lK2H20E/17843fe804d089fdf656951ca4f59597/TikTok_App_Center_Screenshot.png) Access the TikTok Ads Center → Click the **☰** menu → App Center #### Step 2: Select Your Desired Software for Integration ![A%20screenshot%20of%20Shopify%20integration%20on%20TikTok](https://images.ctfassets.net/ph8r57dk1q9w/5z63XzFsS3Tomvkv3xeOOl/15e3cadf444851a58d2160591c3bb9c5/App_Integration_Screenshot.png) Search for the integration you need, select it and then click *Open*. #### Step 3: Install the Integration ![A%20screenshot%20showing%20the%20installation%20screen%20on%20Shopify%27s%20site](https://images.ctfassets.net/ph8r57dk1q9w/1EVxjJgLln59eKXjuuXfkl/f9c35d31ac689bbb60dd18c5f293afa5/Install_Application_on_the_Connected_App.png) Once you’ve selected the software you want to integrate with, click *Install*. Each integration has its own instructions to complete the integration. You may also need to access the software you want to integrate with to grant the necessary permissions for TikTok to access data. For example, for the Shopify integration, you need to sign in to Shopify and continue the integration there. There’s still one more type of integration to consider: Third-party integration. In the next section, let’s look at how you can integrate TikTok with a messaging tool like respond.io. ### How to Integrate TikTok With Respond.io As a badged TikTok partner, respond.io gives you access to the latest innovations in TikTok Business Messaging. From capturing leads to closing sales, you’ll have the tools to attract, convert and grow customers — all from a single platform. There are two integrations with TikTok on respond.io. You can connect TikTok Messaging Ads and the TikTok Messaging Channel. #### Connect TikTok Messaging Ads TikTok Messaging Ads are a type of ad that leads users to the TikTok Messaging Channel or an instant messaging channel like WhatsApp. Before you can set it up, ensure that you've set up an account through the TikTok Ads Manager. Here’s how to integrate it on respond.io. ![A%20screenshot%20of%20the%20Integrations%20page%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3Yehbn3NiNeX90pRrdQkr5/dbdbeca6a492661f00f78a0e60a715c7/Integrations_page_on_respond.io.png) **Step 1:** Go to Workspace Settings > Integrations > Search for *TikTok ads accounts* and click *Manage.* ![A%20screenshot%20of%20the%20TikTok%20ads%20account%20page%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3Hvtqvvps1QjAWffUbSdmZ/57d4e011224553b3b8080afb87d0f71c/Connect_your_TikTok_ads_accounts_to_respond.io.png) **Step 2:** Click *Add account*. ![A%20screenshot%20of%20the%20connection%20page%20to%20TikTok%20for%20integration%0A](https://images.ctfassets.net/ph8r57dk1q9w/4ZQxfDCqsdzi6Qt1BsiSGb/40190241ded58d2072f837008c87731d/Connect_to_TikTok_in_the_Opened_Window.png) **Step 3:** A new tab will be opened requesting you to sign in to your TikTok Ads Account. Click *Confirm* to sign in. ![A%20screenshot%20of%20the%20TikTok%20Messaging%20Ads%20set%20up%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/67HawJ4iV3NVccF01BO1FY/c615b86c5f239b5e652e0e978cd32293/Setup_TikTok_Messaging_Ads.png) **Step 4:** Select the TikTok Ads account from the dropdown. **Step 5:** Click the *+* icon to select Channels associated with your ads. You can use the search bar to find and select Channels. **Step 6:** Ensure the checkbox for sharing Contact details is checked. Click *Connect* to complete the setup. #### Connect the TikTok Messaging Channel Businesses can also integrate TikTok’s messaging channel on respond.io to use its advanced features to manage and convert customers. Note that only a TikTok Business Account with Advanced Access can connect to respond.io. To maintain messaging functionality, link your TikTok account to TikTok for Business (Business Center). ![A%20video%20showing%20the%20step%20by%20step%20process%20to%20connect%20TikTok%20Business%20Messaging%20to%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5KaTjsvvACULz4Z9JCibnJ/7f79814df8197fd775a00584cda8092f/Go_to_Workspace_Settings.png) Step 1: Go to Workspace Settings > *Channels*. ![A%20screenshot%20of%20the%20Channel%20Catalog%20in%20respond.io.%20From%20here%20Connect%20to%20TikTok%20Business%20Messaging](https://images.ctfassets.net/ph8r57dk1q9w/6BaqCtvH8Pn7gw9vq7fmmp/cbd0ee7d7806bae53c23c1a511384c2c/Channels_Page_in_Workspace_Settings.png) Step 2: Click *Add Channel* and select TikTok. ![A%20screenshot%20of%20the%20TikTok%20connection%20page%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5iA8xtNCVOixGhjiigns07/1dabf1ecef7754fff4cc48c0e4b42bcc/Connect_to_TikTok_Business_Messaging_channel.png) Step 3: Click *Connect with TikTok*. ![A%20screenshot%20of%20the%20sign%20in%20page%20on%20TikTok](https://images.ctfassets.net/ph8r57dk1q9w/6mJlFrNO6HepBIZq475ohk/3c80c054eef9bd62b1c920c9630985ad/Sign_in_to_TikTok.png) Step 4: Log in using your TikTok Business Account credentials and authorize access. Step 5: Follow the prompts to complete the connection process. ![A%20screenshot%20showing%20what%20a%20successfully%20connected%20TikTok%20Business%20Messaging%20channel%20looks%20like](https://images.ctfassets.net/ph8r57dk1q9w/65UwI2fzD8MKND5MQA47Ey/8b1e60c8031f398e1644e9e0ffc692a6/You_have_successfully_connected_TikTok.png) Once you’re done, you can [configure your channel](https://help.respond.io/tiktok/tiktok-quick-start#channel_configuration) to give it an internal identification and even generate a QR code to share with customers. And that’s it. You now have all you need to start integrating software to TikTok. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you enjoyed reading this blog, learn more with these TikTok blogs to help grow and maximize your business potential: - TikTok Messages, Handled. Meet Respond.io’s Newest Channel: TikTok Business Messaging - TikTok Automation: 4 Benefits, How to Use It & Best Practices - Ultimate Guide to TikTok for Business ## [TikTok Messages, Handled. Meet Respond.io’s Newest Channel: TikTok Business Messaging 🎉 ](https:/respond.io/blog/tiktok-business-messaging-now-on-respondio) Say hello to respond.io's new channel: TikTok Business Messaging. Capture high-intent leads, manage organic and TikTok Messaging Ads conversations, streamline workflows and drive revenue growth—all from one platform. **Overwhelmed by TikTok messages? We’ve got you covered.** As one of TikTok’s first badged partners, respond.io is among the first platforms to offer a **TikTok Business Messaging** integration. This allows users to seamlessly manage TikTok conversations and convert them into revenue-generating opportunities—all from one place. The best part? You can fully leverage the wide reach and high conversion potential of the channel, from organic video responses to inquiries from [TikTok Messaging Ads](https://respond.io/blog/tiktok-messaging-ads). Let’s dive into how this game-changing integration can elevate your business. ### Omnichannel Just Got a Glow-Up with TikTok Business Messaging Looks like we took omnichannel too seriously. But thank goodness we did! With one of the broadest channel support in our industry, respond.io is already the go-to platform for unified customer communication. Now, we’re taking it a step further by adding TikTok Business Messaging to the mix so you can fully integrate it as part of your messaging strategy. ![This%20image%20shows%20TikTok%20Business%20Messaging%20API%20connected%20to%20respond.io%20inbox%0A](https://images.ctfassets.net/ph8r57dk1q9w/XpYYuT0wUtyHg07LnkKTV/e3486897fadd83ed3292f04786e3df03/Tiktok-Integration-Messaging-Module.png) Manage conversations from TikTok alongside WhatsApp, Instagram, Telegram and more, all in one centralized inbox. No more juggling multiple channels, missed messages or siloed conversations. 😮‍💨 ### Convert Leads Faster and Smarter With Less Effort Want to make every conversation count? Respond.io makes it easy to turn TikTok leads into customers. With automation and AI, you can handle high volumes of messages like a pro, engaging leads at their peak moment of interest and moving them seamlessly through the sales funnel. ![This%20image%20shows%20respond.io%27s%20Workflow%20automation%20builder%20to%20handle%20hi%20volumes%20of%20TikTok%20messages](https://images.ctfassets.net/ph8r57dk1q9w/4khJJIyzxlX9p53sbPu6Et/f1b42540e3482d398d9fc6919e00d124/Tiktok-Integration-Workflows-Module-MA.png) Whether it’s a lead messaging you through TikTok Messaging Ads or responding to a TikTok video, you can respond instantly, qualify them on the spot and nurture them effectively. Let automation handle repetitive tasks while your team focuses on critical conversations and high-value deals. 💰 ### Discover What Drives Results with TikTok Chat Insights More conversations mean more opportunities to connect, convert and grow. But how do you know if your strategy is working—or if those messages are from new leads or returning ones? The answer: **Analytics.** 🙌 ![This%20image%20shows%20respond.io%27s%20analytics%20for%20TikTok%20Business%20Messaging](https://images.ctfassets.net/ph8r57dk1q9w/M0YmRWWoTizIcWa6DRqzC/4540ac65d797c7b8a4321f3c83e5626e/ba12e384b9e17299ee44611758ce3072.png) By connecting TikTok to respond.io, you unlock comprehensive reports that reveal the performance of your TikTok conversations, like organic inquiries and ad responses, and the efficiency of the teams managing these conversations. Track chat trends, fine-tune workflows and refine your strategy to achieve better results with every message. Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now live in APAC and in Beta for LATAM! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ## [TikTok vs Instagram: 9 Key Differences and Which to Choose](https:/respond.io/blog/tiktok-vs-instagram) Learn about the key differences between TikTok and Instagram, including the pros and cons of each platform, demographics, user interface and cost of influencer marketing When it comes to social media channels, TikTok and Instagram go toe to toe with each other. They both have global recognition, over 1 billion users each, similar engagement features and are highly addictive. However, from a business perspective, they offer different opportunities based on each app's main features and functionalities. We’ll explore 9 key differences between TikTok vs Instagram to help you decide which to use for your business. ### What is TikTok? [TikTok](https://respond.io/blog/tiktok-for-business) is a social media platform for creating, sharing and discovering short videos. You can create, share and watch short videos, that are minimally edited and trendy. Features like [Duet](https://support.tiktok.com/en/using-tiktok/creating-videos/duets), [Stories](https://support.tiktok.com/en/using-tiktok/creating-videos/tiktok-stories), [For You Page](https://support.tiktok.com/en/using-tiktok/exploring-videos/for-you), [Stitch](https://support.tiktok.com/en/using-tiktok/creating-videos/stitch), Branded hashtags, in-app editing tools and filters attract and retain audience attention. Another key feature is [TikTok Shop](https://respond.io/blog/how-to-open-a-tiktok-shop), which promotes seamless buying and selling on the platform. #### TikTok Pros and Cons **Pros of Using TikTok for Businesses and Creators** TikTok is a highly engaging platform, especially among Gen Z, making it a great choice for brands targeting younger audiences. Its informal nature allows creators to post fun videos with minimal effort. ![The%20pros%20and%20cons%20of%20using%20TikTok%20as%20a%20business%20or%20content%20creator](https://images.ctfassets.net/ph8r57dk1q9w/6Y0LA00A39MGT4FbhPTpOO/a5df91bcb84040b0bad67dcd21cde93f/Tiktok_v_Instagram_-_Image_1.png) The platform also offers fast growth and discoverability. Viral trends and hashtags allow businesses, especially new ones, to gain traction quickly and build brand awareness. Additionally, TikTok provides various monetization opportunities through features like Live gifts, creator funds, TikTok ads, and TikTok Shop, offering businesses multiple ways to drive revenue. **Cons of Using TikTok for Businesses and Creators** While TikTok excels with younger audiences, its predominantly Gen Z user base may not align with every brand’s target market. Furthermore, businesses [can’t use the general music library](https://ads.tiktok.com/help/article/commercial-music-library), though they can use the Commercial Music Library. Moreover, TikTok’s [unpredictable algorithm](https://dl.acm.org/doi/fullHtml/10.1145/3447535.3462512) makes consistent visibility difficult to achieve. There’s no clear pattern of the video reaching audiences, adding uncertainty to marketing efforts. ### What is Instagram? [Instagram](https://respond.io/blog/instagram-business-chat) is a media-driven social media platform that supports long and short videos, photos in various formats, live broadcasts and more. Like TikTok, Instagram offers a variety of interactive features, including Reels, Stories, Instagram Live, IGTV and the Explore page. These features captivate users by encouraging relaxation and discovery, while businesses leverage Instagram's high engagement rates to showcase products and promote services. #### Instagram Pros and Cons **Pros of Using Instagram for Businesses and Creators** Instagram excels as a platform for visual storytelling, offering various content formats like photos, videos, and reels. This flexibility allows businesses to creatively showcase their products or services while enabling creators to build and present their personal brands in unique ways. ![The%20pros%20and%20cons%20of%20using%20Instagram%20as%20a%20business%20or%20content%20creator](https://images.ctfassets.net/ph8r57dk1q9w/5vy0uSDEvuUZkzQUhoL1wR/84dc6866bcea98da93f0c75cbe0e0347/Tiktok_v_Instagram_-_Image_2.png) The platform also provides excellent monetization opportunities. Features like [click-to-chat ads](https://respond.io/blog/click-to-chat-ads), the Instagram Shop, and shoppable posts help businesses turn engagement into sales. For creators, brand partnerships, affiliate marketing, and tools like badges on IG Live make monetization accessible. Instagram’s wide appeal across age groups ensures both businesses and creators can reach a diverse audience. **Cons of Using Instagram for Businesses and Creators** However, there are challenges for both groups. The platform’s emphasis on aesthetics requires significant effort in producing visually appealing content to stand out. For creators, this means consistent branding, while businesses must maintain a professional look and feel. Additionally, [Instagram’s algorithm](https://about.instagram.com/blog/announcements/shedding-more-light-on-how-instagram-works) shows posts that have high engagement or posts from people you follow. This makes organic growth tougher for new businesses and emerging creators. With high competition across industries and niches, standing out demands continuous innovation and adaptability. ### 9 Key Differences Between TikTok and Instagram Though TikTok and Instagram are similar in some ways, they remain quite different. ![An%20image%20of%20a%20table%20showing%20an%20overview%20and%20comparison%20of%20TikTok%20vs%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/5iwcWekxj061BjG9Z8VR85/de0f4222200c7c4c5055d89f368fbaf5/Tiktok_v_Instagram_-_Image_3.png) Let's compare these platforms. #### 1\. TikTok vs Instagram: Demographics TikTok focuses on short, authentic, and engaging videos, appealing primarily to [younger audiences aged 18-34](https://www.statista.com/statistics/1299771/tiktok-global-user-age-distribution/), including Gen Zs and younger Millennials. It has a significant global reach, particularly in Indonesia, the U.S., and Brazil, where users enjoy its trend-driven content. ![An%20image%20showing%20the%20TikTok%20vs%20Instagram%20differences%20in%20demographics](https://images.ctfassets.net/ph8r57dk1q9w/KAwFsSONczbcdpWiqQk4U/2ce60b3575df4e04da5b2154f5d3f176/Tiktok_v_Instagram_-_Image_4.png) Instagram, with a [broader demographic range of 18-65+,](https://backlinko.com/instagram-users) attracts Gen Zs, Millennials, and Gen X. Popular in India, the U.S., and Brazil, it is widely used worldwide and enjoys a nearly equal gender distribution. For businesses, TikTok is ideal for targeting younger audiences with relatable content, while Instagram suits those aiming to reach a wider and more diverse user base. #### 2\. TikTok vs Instagram: Content Style Both platforms have similar features for businesses and content creators. However, they have different requirements or work differently. Let’s look at that next. **Reels** TikTok focuses on short videos ranging from 15 seconds to 3 minutes or more. In contrast, Instagram Reels are capped at 90 seconds, with longer uploads automatically trimmed. Unlike TikTok’s exclusive focus on videos, Instagram offers additional formats like Feed videos and IGTV. **Live Streaming** TikTok Live requires users to have at least 1,000 followers and be 18 or older (19 in South Korea) to host or send gifts. Features include multiple guests, Live Gifts, and video replays. ![A%20table%20showing%20the%20differences%20in%20content%20style%20of%20TikTok%20vs%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/jA0LrDirlrpdCpSYMHVvz/16edf9bfe4a6a4eb8eefd80aecbb2bd6/Tiktok_v_Instagram_-_Image_5.png) While Instagram Live has no follower or age restrictions, users still need to be [at least 13 years old](https://help.instagram.com/517920941588885) to access Instagram. Furthermore, sessions can be saved for later viewing, but comments and likes aren’t preserved. Both platforms enable real-time engagement for businesses. **Stories** [TikTok Stories](https://support.tiktok.com/en/using-tiktok/exploring-videos/for-you) last 24 hours and can include text, images, or videos visible even on the “For You Page.” They behave like normal TikTok posts where you can’t pick and choose which Stories you want to see. They are all recommended. Instagram Stories, also temporary, are only visible to followers, requiring a larger audience for impact. Unlike TikTok, followers must click on a Story to see it. This is an opportunity for businesses to run promotions to encourage follower growth and interaction with you. #### 3\. TikTok vs Instagram: User Interface and Experience TikTok’s immersive interface stands out with its full-screen vertical feed, ensuring content captures the viewer’s complete attention. Its Discover tab is tailored for trending content and creative discovery, making it easy for users to explore beyond their usual interests. Features like duets and stitches allow businesses to foster direct audience interaction and co-creation. These tools, coupled with seamless built-in video editing, make TikTok a powerful platform for creating dynamic, customer-centric campaigns. ![A%20table%20showing%20the%20differences%20in%20user%20interface%20and%20experience%20of%20TikTok%20vs%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/5CF1OoGe1gIifo5GnVeJaE/328e6daab12075fb5b4167dabee7ff97/Tiktok_v_Instagram_-_Image_6.png) Instagram offers businesses a different experience with its grid layout, allowing brands to curate a polished, cohesive visual identity that remains visible on their profile. The Shopping tab is another unique element, seamlessly integrating e-commerce into the platform and offering businesses a direct pathway to sales. Instagram’s multi-layered interface, with dedicated sections like Stories and Explore, provides more flexibility for long-form engagement and varied content formats, catering to businesses aiming to nurture deeper, multi-step interactions with their audience. #### 4\. TikTok vs Instagram: Algorithm TikTok’s algorithm focuses on the interest of the user. It studies your likes and types of content you spend a longer time watching. When you open the app, the For You Page shows you content that matches your interests, regardless of who posted them. This is why it is much easier for content to go viral on TikTok, even if it was posted from a new account. TikTok’s algorithm can favor businesses with less popularity and followers as long as they consistently share relevant and engaging content. Instagram’s algorithm looks at both content and relationships first before anything else. It tends to show posts from accounts you follow or interact with often. However, it can also suggest posts based on interests. Businesses that have built a reputation and a large following on the platform can count on the Instagram algorithm to work in their favor. #### 5\. TikTok vs Instagram: In-app Shopping and Commerce TikTok ranks as the [top platform for impulsive buying in 2022](https://www.statista.com/statistics/1430246/leading-social-media-platforms-for-impulse-purchases-usa/). It’s ideal for targeting impulsive buyers through captivating videos that direct users to your inbox or [TikTok Shop](https://business.tiktokshop.com/us/seller), an in-app store that streamlines the shopping experience. ![A%20table%20showing%20the%20differences%20in%20the%20in-app%20shopping%20and%20commerce%20capabilities%20of%20TikTok%20vs%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/23rtEWZoR8uSy2TUiKwUAI/d8323a9d6009c6633a619f28c74fecc0/Tiktok_v_Instagram_-_Image_7.png) Instagram, with its established e-commerce presence, offers a more structured approach, appealing to a broader demographic. Its mix of photo and video content, advanced messaging, and tools like [Instagram Shopping](https://about.instagram.com/features/shopping) make it excellent for community-building and nurturing return customers. While both platforms support in-app purchases, Instagram is especially [good at helping brands build loyalty](https://www.mdpi.com/2071-1050/14/3/1657?utm_source=chatgpt.com) through long-term engagement. #### 6\. TikTok vs Instagram: Messaging Capabilities To use TikTok’s direct messages (DMs), both need users to follow each other first. Furthermore, users must be above 16 years old to access this feature. Users can share emojis, stickers, links, and, in some regions, photos and videos. [Group chats](https://newsroom.tiktok.com/en-us/share-your-favorite-tiktok-moments-with-direct-messaging) are limited to 32 participants, only available in select countries, and require mutual following for participation. In contrast, Instagram offers advanced messaging features, allowing messages to be sent to both followers and non-followers. It supports group chats with up to 250 members and includes options like emoji reactions and vanishing messages. ![An%20image%20of%20the%20differences%20in%20the%20messaging%20capabilities%20of%20TikTok%20and%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/2s4eJykIfTHNQl9AMopUug/2929cc9c5d8c72f3cd1d0b3d52bdbe89/Tiktok_v_Instagram_-_Image_8.png) If you want to message at scale, then you’ll need a customer conversation management software like [respond.io](http://respond.io) to unlock additional messaging capabilities. You can integrate both [TikTok](https://help.respond.io/tiktok/tiktok-overview) and [Instagram DMs](https://respond.io/blog/instagram-business-chat#toc-mobile-13) in [respond.io](http://respond.io). #### 7\. TikTok vs Instagram: Advertising There are many types of [TikTok ad](https://respond.io/blog/tiktok-ads) formats, including in-feed, TopView and branded hashtags. If you depend on messaging for sales and marketing, then you should consider using [TikTok Messaging Ads](https://respond.io/blog/tiktok-ads), a type of in-feed ad. When a user clicks on this ad, it sends them to your TikTok DM or an external messaging app like [WhatsApp](https://respond.io/blog/whatsapp-business-api) or [Messenger](https://respond.io/blog/facebook-business-chat). ![An%20image%20of%20the%20key%20ways%20to%20advertise%20ok%20TikTok%20vs%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/5EPSxxsvhBU1UOUgflv7ry/806ae354095bc2afe85207f4f8f98a46/Tiktok_v_Instagram_-_Image_9.png) Instagram ads give you more creative freedom in terms of content type. You can create photo, video and carousel ads and choose any placement of your choice, such as Feeds, Stories and Explore page. Keep in mind that your ad placement will determine the timing and ratio length of your content. Furthermore, since Instagram is a part of the Meta family, you can use the Meta Ad manager to set up ads that will run on Instagram and Facebook, giving your ad better visibility on other channels. #### 8\. TikTok vs Instagram: Cost of Influencer Marketing TikTok and Instagram are both great platforms to pursue influencer marketing. However, the [cost to hire an influencer](https://a.storyblok.com/f/103674/x/a730660c8f/state-2022.pdf) greatly differs between them. Instagram influencers tend to be more expensive. ![A%20table%20showing%20the%20cost%20influencer%20marketing%20between%20TikTok%20and%20Instagram](https://images.ctfassets.net/ph8r57dk1q9w/2UailhEgPeEiHo4JGhOEjc/7874208084b315dcc6bb9a1d07c8d8e6/Tiktok_v_Instagram_-_Image_10.png) This could be due to Instagram’s older, more affluent demographic. This means that there are more Instagram users who have more disposable income to spend on products sold on Instagram compared to TikTok. #### 9\. TikTok vs Instagram: Data Tracking and Analytics Both platforms track key metrics like impressions (views), likes, comments, click-through rate, shares and more. This tool helps you understand your business performance and make strategic decisions. Keep in mind that using a personal account on both platforms only provides limited data insight. So, make sure you’re using a creator or a business account to get more insights. Now that you know the differences between the platforms, let’s take a look at the businesses that won big with both platforms ### Case Studies of Successful Brands on TikTok and Instagram Both platforms have real-world benefits where businesses have already won big. Here are just two businesses that have tremendous success with TikTok and Instagram #### Crumbl (TikTok) Crumbl’s is a fast-growing cookie retail chain. In just 2024, it [added 294 new stores](https://www.forbes.com/sites/garystern/2024/10/24/crumbl-on-a-roll-and-growing-at-a-rapid-pace/). This explosive growth in recent years is due to its viral marketing campaigns on [TikTok](https://ads.tiktok.com/business/en-US/inspiration/crumbl-521) and Instagram. ![An%20image%20of%20Crumbl%20Cookie%20products%20and%20brand](https://images.ctfassets.net/ph8r57dk1q9w/6zI6aefshYa025uOFu99X8/db5fcf729bef4ff85abd92a4759d9496/Crumbl_Cookie-Grid.png) On TikTok alone, their use of Sparks Ads **increased their follower count by 1,500%**! #### Savage X Fenty (Instagram) Savage X Fenty, the inclusive lingerie brand co-founded by Rihanna, wanted to increase brand awareness and reach new audiences on Instagram. To achieve this, they supplemented their direct response advertising with reach-optimized, brand-focused campaigns. ![An%20image%20of%20a%20Savage%20x%20Fenty%20retail%20store.%20Photo%20courtesy%20of%20Savage%20x%20Fenty](https://images.ctfassets.net/ph8r57dk1q9w/7yMuxt4V1l62qQ9MIPNf83/fb1bdf34ed90319702e84b3544073939/Savage_X_Fenty_-_Anthony_Mair_11_R3.webp) By the end of the campaign, it increased purchase intent by 5.3 points, customer reach by 50% and decreased cost per thousand impressions by 28%. Lastly, let’s look at which platform is best for your business, especially when it comes to increasing revenue. ### Which Platform is Better for Getting New Customers and Sales? Now that you’re familiar with the features, differences and business successes on both platforms, which should you choose? In this section, we’ll look at how both platforms compare. #### TikTok for Getting New Customers and Sales The first thing to keep in mind if you want to use [TikTok for lead generation and sales](https://respond.io/blog/tiktok-lead-generation) is the demographic, especially in terms of age. You need to make sure your target audience uses the app. That way, you have a better chance of achieving your goals. The next thing is the type of content prevalent on the platform. Be ready to jump on trends, create fun videos as often as possible, come up with challenges and stay highly active on the app. And feel free to mention what you offer at any given opportunity. Also, TikTok’s algorithm can work in your favor if you post relevant videos. Plus you can partner with creators and influencers in your niche to reach more people. However, all these only work towards getting you leads, converting them to paying customers should be the focus. #### Instagram for Getting New Customers and Sales You can leverage Instagram to find new customers and drive sales in your business. Since it is more of a visual platform, it would make sense for you to post professional photos and videos of your products. If you can’t afford a professional shoot, just make sure the content you post is clear, coordinated and easy to understand. Since Instagram has a wide range of users in terms of age and versatile features, it gives a better chance of reaching more people. However, you must be ready to put on your thinking cap to create unique content that will catch the eye of your target audience. Features like Stories, Reels, Explore pages, Live sessions, [Broadcast channels](https://creators.instagram.com/create/broadcast-channels?locale=en_US), group chats and so on can help you form a more personal connection with your potential customers, which can lead to higher engagement. ### Verdict TikTok is an excellent platform for reaching younger, trend-driven audiences, making it ideal for businesses targeting Gen Z and Millennials. Its algorithm and vibrant creator community offer significant potential for organic reach and lead generation. Instagram, on the other hand, offers a more versatile platform with a wider demographic reach and features designed for visual storytelling. It’s particularly effective for showcasing products professionally and building deeper connections through interactive tools like Stories, Reels, and Live sessions. Both platforms are great channels to attract more leads and customers. Using either one or both platforms depends on your brand tone and voice, target audience and business goals. ### TikTok vs. Instagram: Unlocking Sales Potential with Business Messaging While both TikTok and Instagram offer business tools, their effectiveness depends on how well you can manage customer conversations. Instagram is a well-established platform for sales and engagement, but TikTok’s rapid growth presents a unique opportunity to connect with a younger, highly engaged audience. Businesses that sell through chat across multiple channels need more than just basic tools—they require advanced automation, analytics, security, and seamless communication. As a trusted TikTok partner, respond.io provides the features necessary to optimize lead conversion and customer interactions on both platforms. #### How TikTok Business Messaging Gives You an Edge Engaging with potential customers on TikTok can be challenging without the right tools. While Instagram Direct Messaging is widely used, TikTok Business Messaging offers a fresh opportunity to connect with users in a more interactive and dynamic way. Respond.io’s integration with TikTok Business Messaging helps businesses streamline conversations, manage inquiries from organic posts and ads, and maximize conversion potential—all from a single platform that also supports Instagram, WhatsApp, and more. By leveraging TikTok Business Messaging alongside Instagram, businesses can create a powerful omnichannel strategy to engage audiences where they are most active. Currently in Beta and available in most regions except the U.S., EEA, Switzerland, and the U.K., TikTok Business Messaging allows businesses to centralize and automate customer interactions. If you have an eligible TikTok Business Account, connect it to respond.io today and start turning engagement into sales! ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ## [Top 10 WhatsApp Chatbots in 2026: Pros, Cons & Pricing Compared](https:/respond.io/blog/best-whatsapp-chatbots) Looking for the best WhatsApp chatbot? Learn pros, cons and pricing for respond.io, AIsensy, Tidio, Manychat, Chatfuel, Gupshup, Trengo, Interakt, Wati and Bird. Looking for a [WhatsApp chatbot](https://respond.io/blog/whatsapp-chatbot) to automate your WhatsApp conversations? Chatbots have become essential tools for businesses aiming to reply to customers faster, qualify leads, and provide fast, reliable support across the customer journey. This guide is for B2C sales and support teams handling high volumes of WhatsApp conversations who need automation that protects conversion and customer experience. Pick the wrong WhatsApp chatbot and you'll miss leads after-hours, waste paid traffic from click-to-chat ads, and lose deals when handoffs and routing break. Below, we compare 10 WhatsApp chatbot platforms by the criteria that matter most for revenue-driving B2C chat: automation depth, AI quality, routing, integrations, and total cost. Today’s WhatsApp chatbots are no longer limited to rule-based replies. Leading platforms now offer [AI agents](https://respond.io/ai-agents) that understand intent, learn from business knowledge and take action across sales and support workflows — not just respond to messages. Some also extend beyond text, supporting AI voice calls for high-intent conversations. We’ve compiled some of the best WhatsApp chatbot solutions to give you all you need to know to make the right decision for your business. ### Evaluation Criteria for the Best WhatsApp Chatbots We’ve covered the benefits but there are a few more things to consider when choosing a WhatsApp chatbot. Traditional rule-based chatbots can provide quick responses but their lack of flexibility may lead to customer frustration. Now, many chatbot providers claim to offer AI capabilities, but you’ll also need to consider the quality of the AI features as well as the amount of setup required. These are the must-haves for most businesses. #### Ease of Use For non-technical users, it’s important to be able to set up your chatbot quickly. Unless you have a developer on your team, look for no-code solutions that include drag-and-drop builders or pre-built templates and make it simple to train AI agents if they’re included. But "quick" means different things depending on the platform. What affects time to launch: WhatsApp template approval is needed for outbound messages; no-code builders let you create automation without a developer; AI training time varies — some platforms let you point AI at your website and go live quickly, others require manual configuration; dedicated onboarding support can cut setup time significantly for complex workflows. Rule of thumb: simple chatbots on platforms with no-code builders can be live same day; AI agents needing knowledge source setup typically take a few days; custom deployments requiring developer involvement take weeks. If your team doesn't include a developer, prioritize platforms where marketing or sales can own the setup end-to-end. #### WhatsApp Business App vs WhatsApp Business API This distinction matters before comparing any platform. The WhatsApp Business App is built for basic one-to-one messaging by a small team, while the WhatsApp Business API is the official option for businesses that need scalable automation, shared team access, broadcasts, integrations and structured routing. For mid-market B2C sales and support teams, API access is table stakes. If the goal is to qualify leads, trigger workflows, route by intent, connect conversations to a CRM and manage the customer lifecycle across channels, the platform should support the official WhatsApp Business API rather than rely on the free app. ##### BSP vs direct Meta API: which setup is right for mid-market B2C teams? A WhatsApp Business Solution Provider, or BSP, gives businesses access to the official WhatsApp Business API without requiring them to build and maintain the infrastructure themselves. For most mid-market B2C teams, that is the practical route because it reduces setup complexity and gets sales and support workflows live faster. A BSP-backed platform is usually the better choice when the goal is to launch quickly, use no-code automation, get onboarding support and expand beyond WhatsApp into Instagram, Facebook Messenger, TikTok, Telegram, LINE, Viber, WeChat, voice calls and email from one platform. It also makes it easier to connect customer relationship management systems, manage templates and keep handoff, routing and reporting in one place. Direct Meta API access makes more sense when a business has technical resources to build custom infrastructure, maintain integrations and own ongoing operational support internally. That route can offer more control, but it also adds implementation time and shifts more risk to the business if routing, data sync or handoff logic breaks. For buyers comparing platforms, BSP choice is not a technical footnote. It affects launch speed, day-to-day operating complexity and how quickly WhatsApp conversations can turn into qualified pipeline and resolved cases. #### AI Capabilities The best AI chatbots are powered by large language models and learn from your own business knowledge sources like your website and documentation. But buyers should separate three levels of capability before deciding. Rule-based flows are still enough for predictable tasks like business hours, simple FAQs, basic lead capture and template-driven routing. They are easier to control, but they break when a customer asks an unexpected question or changes direction mid-conversation. AI-powered replies add value when teams need more natural answers across varied questions, multilingual conversations and better intent detection. But if the AI only answers questions, agents still have to qualify leads, update fields, trigger follow-ups and route conversations manually. AI Agents are the better fit when WhatsApp conversations affect revenue or service quality. They can understand intent, qualify leads, update lifecycle stages, trigger workflows, route by intent, escalate high-value opportunities and generate summaries for handovers. For mid-market B2C teams, that is the difference between automating replies and automating outcomes. ![Image%20showing%20four%20must-haves%20for%20WhatsApp%20chatbots%20-%20ease%20of%20use%2C%20AI%20capabilities%2C%20automation%2C%20CRM%20integration](https://images.ctfassets.net/ph8r57dk1q9w/6fV8GsKdwvVxdkc7EhEKxs/e43f977529d3e14bcece5b2250f28cf2/Practical_Guide___WhatsApp_Chatbots_Image_02__1_.png) #### Automation A traditional chatbot just automates inquiries, but growing B2C teams should look for a platform that captures, qualifies and routes high-intent conversations instantly at any hour while automating processes from ad replies to team assignment. Always-on coverage only protects revenue when the system can move buyers toward a sale or resolution, not just send a generic auto-reply. What to look for in live agent handoff: the AI should recognize when it can't help — complex questions, frustrated customers or high-value opportunities — and escalate automatically. Smart routing should send conversations to the right team or agent based on inquiry type, language, customer segment or deal size. The human agent must receive the full conversation history, collected information and any actions the AI already took. Automation should also cover outbound and re-engagement use cases, not just one-to-one replies. Buyers should check whether the platform supports opted-in broadcasts, audience segmentation, template management, drip follow-ups and click-to-WhatsApp ad workflows. Weak segmentation can waste budget and create irrelevant outreach, while strong campaign controls help teams turn conversations into repeatable revenue and retention campaigns. The AI should stop immediately when a human steps in, with no overlap or repeated questions. Poor handoff creates friction at the worst possible moment: when a high-intent customer needs human help to close a deal or resolve an issue. The best platforms make the transition invisible to the customer. #### CRM Integration When a conversation comes in, many businesses want to send the customer’s details to a CRM to ensure all necessary details are captured and agents who contact the customer later have full context. The best [WhatsApp chatbots will integrate with a CRM](https://respond.io/blog/whatsapp-crm). But CRM is just the starting point. For chatbots to help you sell and support customers, they need access to more: e-commerce platforms like Shopify or WooCommerce for order status and inventory; helpdesk systems like Zendesk or Freshdesk if support uses a separate ticketing tool; no-code connectors like Zapier or Make to link the rest of your tech stack without custom development; and real-time data access so the AI can check order status, confirm bookings or pull customer details during the conversation. Without these integrations, your chatbot becomes a sophisticated FAQ that can't help customers complete purchases or resolve issues — resulting in more handoffs, slower resolution and lost sales. Strong reporting is just as important as integration depth. Revenue teams should judge a platform by whether it can show business outcomes, not just message volume. The core metrics to review are speed-to-lead, qualified lead rate, booked meetings or orders, drop-off points before handoff or purchase, handoff rate and final conversion or resolution outcome. Buyers should also check whether reporting separates AI Agent performance from human performance so teams can see where automation is helping, where it is failing and where human intervention still drives the best result. Channel-level attribution matters as well. If a platform cannot show which WhatsApp conversations came from ads, campaigns or other entry points and what revenue or support outcome followed, it is harder to justify budget or improve workflows. The best platforms make it easy to track conversion from first message to handoff, sale or resolution. #### Human Handoff & Routing A strong WhatsApp chatbot should know when to escalate to a human and route conversations to the right team or agent without delay. Good routing uses conversation context, lead intent and team ownership so hot leads do not sit in the wrong queue. #### Total Cost of Ownership (Messaging + Seats + Automation) Look beyond the base subscription and compare how each platform charges as volume grows. Across this list, three pricing patterns show up most often: seat-based pricing, usage-based pricing and Monthly Active Contacts pricing. - Seat-based pricing can look manageable at the start, then rise each time the business adds agents across sales, support or after-hours coverage - Usage-based pricing can stay light at low volume, but costs become harder to predict once more campaigns, AI-led conversations or follow-up workflows go live - Monthly Active Contacts pricing ties platform cost to the number of customers the team actually engages in a month, which makes forecasting simpler for mid-market B2C teams scaling conversations across the funnel The practical check is to model cost against the way the team plans to grow. If headcount will grow faster than contact volume, seat-based pricing may become the main pressure point. If the business runs frequent outbound campaigns or expects AI to handle more conversations, usage-based charges may stack up quickly. Free plans and trials need the same scrutiny. The useful trial is the one that lets the team test real WhatsApp Business API access, AI quality, routing, CRM integration and human handoff in a live workflow. Buyers should also check whether Meta messaging charges or provider markups still apply during the trial, because a platform can advertise a free tier while still limiting the features that prove revenue impact. #### Native Media Handling WhatsApp conversations aren't just text. Customers send voice notes, screenshots, product photos, receipts and PDFs — especially in sales and support scenarios. If your chatbot can't process these formats, you're forcing customers to repeat themselves or wait for a human agent. When evaluating platforms, check whether the AI can transcribe and understand voice notes; extract information from images and documents; send rich replies like buttons, lists and product cards; support WhatsApp Flows for structured data capture; support Catalogs so buyers can browse products inside chat; and preserve media context when handing off to a human agent. These features affect revenue, not just convenience. Flows help teams collect details or confirm choices with less drop-off, Catalogs keep product discovery inside the conversation and voice escalation helps sales or support teams rescue complex, urgent or high-intent conversations without making the customer repeat context. Weak media handling creates friction at the exact moment a customer is trying to buy or get help. The right platform treats media as first-class input, not an edge case. #### Omnichannel Support Customers don't stick to one channel. They might click a TikTok ad, ask a question on Instagram, then continue the conversation on WhatsApp. If your chatbot platform treats each channel as a silo, you lose context — and customers have to repeat themselves. When evaluating omnichannel support, look for: a unified inbox with all conversations from WhatsApp, Instagram, Messenger, Telegram, email and voice in one place; shared customer context so agents and AI see full conversation history regardless of which channel it started on; reusable automation built once and deployed across channels; and channel-specific capability support for buttons, carousels or voice where applicable. Fragmented tools slow down sales follow-up and create inconsistent customer experiences. A true omnichannel platform lets you meet customers wherever they are without losing the thread. #### Multilingual Support If your customers speak different languages, your chatbot needs to keep up. A bot that only works in English will lose leads and frustrate customers who prefer their native language — especially on WhatsApp, where conversations feel personal. Look for platforms that offer automatic language detection so customers don't have to choose; multilingual knowledge sources so the AI answers accurately in each language; quality translation that doesn't sound robotic; and routing to language-specific teams when a human agent is needed. Language support directly affects conversion rates, customer satisfaction and your ability to expand into new markets without rebuilding your automation from scratch. ### What Are the 10 Best WhatsApp Chatbots? Below is the tool list for 10 of the best WhatsApp chatbot platforms in 2026, with each option reviewed for B2C sales and support use cases. These tools vary in pricing, ease of use, supported channels and AI capabilities. After that, we’ll get into the details of each platform. #### Tool List: Best WhatsApp Chatbots | Tool | Best For | Main Uses | Pricing | | --- | --- | --- | --- | | Respond.io | Mid-market B2C teams handling high volumes of WhatsApp conversations across multiple channels | AI-powered lead qualification, routing & handoff; omnichannel inbox; CRM integration (HubSpot, Salesforce); AI voice agents; unlimited workflow automation | Growth: $199/month, 10 users | | AiSensy | Small businesses focused on WhatsApp marketing | Broadcasts, drip campaigns, lead capture, order updates, FAQ flows | From $45/month; chatbot builder billed separately | | Tidio | Ecommerce & customer support teams | AI agent for support automation, live chat, FAQ deflection | Growth: From $49/month for 100 chatbot conversations and 50 AI conversations | | Manychat | Small businesses doing social media marketing | Automated DM flows across Instagram, WhatsApp & Facebook; simple conversation automation | $15/month for 3 users and 500 stored contacts | | Chatfuel | Beginners & small businesses | Simple AI chatbot flows for WhatsApp & Instagram; basic lead capture | $34.49/month for WhatsApp API access (1,000 conversations), additional $23.99/month for Facebook & Instagram | | Gupshup | Developers & enterprises needing custom builds | Custom AI chatbot development; WhatsApp & multichannel messaging at scale | Custom quotes only | | Trengo | Multichannel support teams | Shared inbox, team routing, AI agent (beta) for support conversations | $695/month for 20 users | | Interakt | WhatsApp commerce | Order updates, product browsing, basic AI chatbot, WhatsApp-only flows | Growth: $49/month for unlimited agents, broadcasts, chatbot flows and basic automation | | Wati | Customer support teams | AI chatbot for simple support flows; WhatsApp & Instagram inbox | Pro: $149/month — 5 users | | Bird | Large-scale WhatsApp & multichannel automation | High-volume messaging automation; AI capabilities in development | From $45/month for up to 3,000 contacts, pay as you go | #### 1\. Respond.io — Customer conversation management for high-volume B2C sales & support Respond.io is a customer conversation management platform for high-volume, multi-channel customer conversations where sales and support teams need automation that drives conversion. **Best for**: Mid to large-sized B2C businesses needing advanced automation and multichannel support Respond.io offers more than a simple chatbot, unifying WhatsApp and all popular channels into a single inbox. With robust [WhatsApp automation](https://respond.io/blog/whatsapp-automation) tools, [AI agents](https://respond.io/blog/how-respondio-ai-agents-work), customer lifecycle tracking, CRM integration and more, you can manage your entire customer journey from first contact to sale to retention. It offers the flexibility to create AI chatbots that meet your business’ unique needs, allowing human agents to seamlessly step in when needed. ##### Pros - No-code chatbot builder. - AI Agent that learns from company knowledge sources, automatically collects lead info, routes inquiries to the right agents, leaves internal comments with key context, updates Lifecycle stages and contact fields, triggers workflows and generates conversation summaries. AI Agents can also make live API requests to external systems—checking order status, confirming bookings or updating CRM records—during the conversation. - AI voice agents for WhatsApp calls that answer instantly, qualify callers and hand over to human agents with full chat and call context. - More efficient AI that provides faster, dependable responses without unnecessary processing. - Immediate transitions to human agents, with the AI stopping instantly for a smooth handoff. - Test AI Agents before going live. - Multichannel inbox that supports WhatsApp, TikTok, Instagram, Facebook, Telegram, VoIP and more - Native CRM integration with HubSpot and Salesforce, and integrates with other CRMs and software via Make and Zapier - AI Agents can call external APIs directly during conversations to retrieve or update data in real time - Excellent customer support to assist with onboarding; rated 4.8 stars on G2 ##### Cons - Learning curve due to the wide range of features ##### Pricing Respond.io’s mid-tier Growth plan starts at $199 and allows 10 users. It includes unlimited automation, unlimited use of AI Agent and advanced reporting. ##### Customer sentiment Buyers value the breadth of automation, channel coverage and onboarding support, but some say the feature depth creates a learning curve at the start. #### 2\. AiSensy — WhatsApp-only broadcast and campaign tool for budget-conscious small businesses **Best for**: Small, budget-conscious businesses focused on WhatsApp marketing AiSensy is a WhatsApp-only platform that offers a drag-and-drop chatbot builder that’s ideal for non-technical users. It supports basic flows for lead capture, order updates, FAQs and product browsing. However, despite the “AI” in the name, AiSensy is limited when it comes to AI - businesses requiring an AI WhatsApp Chatbot need the technical skills to build their own and sign up for the enterprise plan to connect it. ##### Pros - Beginner-friendly flow-builder interface - Fast setup with templates - Broadcasts and drip campaigns ##### Cons - Basic rule-based chatbot - Not suitable for multichannel use - Additional charges for chatbot flow builder - No AI capabilities except on the enterprise plan - Limited integrations - Mixed reviews for customer support ##### Pricing Mid-tier plan starts at $45/month. Chatbots are billed separately starting at $40 per month for five flows. ##### Customer sentiment Buyers like the fast setup for simple WhatsApp campaigns, but many note that reporting, AI depth and multichannel support are limited as needs grow. #### 3\. Tidio — AI support chatbot for e-commerce teams managing WhatsApp and live chat **Best for**: Small e-commerce businesses Tidio is built for customer support and e-commerce, with a focus on webchat. Its visual chatbot builder and templates make it easy to create chatbots for specific tasks like answering support inquiries or completing sales in a Shopify store. It also offers a separate AI agent that learns from company knowledge sources to answer inquiries. ##### Pros - Templates for easy chatbot creation for different use cases - Integrates with Shopify & WooCommerce - AI agent that learns from support documentation ##### Cons - Webchat is the main focus of the platform, not WhatsApp - Limited multichannel options - High add-on costs for chatbot conversations and AI agent - AI agent responses are basic and lack flexibility - Support is only available via email for Starter and Growth plans ##### Pricing Growth plan starts at $49/month. Only up to 100 chatbot conversations and 50 AI conversations are included. Conversations above this limit incur additional fees. ##### Customer sentiment Buyers appreciate the ease of use for support teams, but commonly flag usage caps, add-on costs and a stronger webchat focus than WhatsApp depth. #### 4\. Manychat — Social media chatbot for small businesses automating WhatsApp and Instagram DMs **Best for**: Social media marketers [Manychat](https://respond.io/blog/manychat-alternative) allows creators and micro-businesses to connect their conversations and reply via chatbot from WhatsApp, Instagram, TikTok, Facebook Messenger, Telegram, SMS and email in a single inbox. It’s budget-friendly, easy to use and offers basic automation features designed with creators and small teams in mind. ##### Pros - Template library of WhatsApp flows and automation templates for quick setup - Multichannel support including WhatsApp, Instagram, Messenger, TikTok, SMS and email - AI chatbots that can automate basic conversations - Works well with click-to-chat ads, QR codes and buttons to initiate WhatsApp chats ##### Cons - Supports limited number of users - AI chatbot lacks flexibility and is an add-on cost - Limited automation that struggles with sales or support journeys that require CRM data, team routing or cross-channel visibility - Poor reporting - Analytics are simple and campaign-focused, not lifecycle-driven - Support is only available via email ##### Pricing $15/month for three users and 500 stored contacts. Automation features are limited on lower-tier plans. Additional costs apply for higher usage and premium features. ##### Customer sentiment Buyers like the simple setup for social messaging, but [often outgrow](https://respond.io/blog/manychat-alternative) the reporting, user limits and automation depth once conversations become more sales or support driven. #### 5\. Chatfuel — Beginner-friendly chatbot builder for simple WhatsApp and Facebook flows **Best for**: Beginners and small businesses [Chatfuel](https://respond.io/blog/manychat-vs-chatfuel) is a no-code chatbot builder with basic [WhatsApp API](https://respond.io/blog/whatsapp-business-api) capabilities, best for simple automation needs. ##### Pros: - Easy drag-and-drop chatbot builder - New AI features to answer FAQs and make bookings - Entry points like ads, QR codes, website widgets - Simple third-party integrations ##### Cons: - Limited to WhatsApp, Messenger and Instagram - No omnichannel inbox or contact merge - Limited AI features - Automation not suitable for complex workflows - Poor customer support ##### Pricing $34.49/month for WhatsApp API access (1,000 conversations). Facebook & Instagram are priced separately at $23.99/month. ##### Customer sentiment Buyers value the beginner-friendly builder, but reviews often mention limited channels, basic automation and support quality that can be inconsistent. #### 6\. Gupshup — Custom AI chatbot platform for enterprises and developers building at scale **Best for**: Developers and enterprises with custom needs. Gupshup offers powerful APIs and tools for building WhatsApp chatbots at scale. It’s ideal for businesses with technical teams that require customization. Options include Bot Studio, which is a low-code, rule-based option to perform basic chatbot tasks and full AI agents to fulfill specific roles. ##### Pros - Low code Bot Studio to create rule-based chatbots - Full developer control - Ideal for large-scale, custom deployments ##### Cons - Not beginner-friendly - AI chatbots are only available as enterprise solutions - No trial option - Support can be slow ##### Pricing Custom quotes only. ##### Customer sentiment Buyers that want developer control appreciate the flexibility, while non-technical teams often find setup, maintenance and support harder to manage. #### 7\. Trengo — Multichannel support inbox with AI routing for WhatsApp-first support teams **Best for**: Support teams managing multiple channels. Trengo is a subscription-based platform that combines a team inbox with basic chatbot automation. Its basic chatbot flow builder can answer FAQs, qualify leads, and route to teams or agents. Additionally, it offers AI agent features to collect information, answer inquiries and handle routing. ##### Pros - Simple chatbot builder - CRM integration with HubSpot and Salesforce - Supports WhatsApp, Instagram, Facebook Messenger, Telegram, SMS and email ##### Cons - Limited customization of chatbot flows - AI features are limited - Expensive subscription fees - Not designed for complex automations - Support is only available during Central European Time office hours ##### Pricing Mid-tier plan starts at $695/month for 20 users. ##### Customer sentiment Buyers like the clean interface and basic team collaboration, but many point to higher cost and less flexibility for complex workflows. #### 8\. Interakt — WhatsApp commerce tool for order updates, catalogues and simple customer flows **Best for:** Small businesses handling lead capture and reminders Interakt is a messaging tool built for small businesses that sell, support or market through chat. It’s popular in India and other WhatsApp-first markets, with features to manage customer conversations, send broadcasts and set up basic chatbot automations. If your entire messaging strategy lives on WhatsApp and Instagram, Interakt is a simple way to get started. ##### Pros - Affordable for small businesses - CRM integration - Simple templates to get started ##### Cons - WhatsApp and Instagram only - Limited AI capabilities - Doesn’t scale well for complex use cases - Customer support has mixed reviews, with some reports of slow or unhelpful responses ##### Pricing $49/month Growth plan includes unlimited agents, broadcasts, chatbot flows and basic automation. ##### Customer sentiment Buyers like the simple setup for WhatsApp-first operations, but often mention that scale, AI depth and channel coverage become constraints over time. #### 9\. Wati — WhatsApp and Instagram chatbot for small support teams needing simple automation **Best for**: WhatsApp focused SMBs wanting quick deployment. WATI comes with a visual chatbot builder focused on WhatsApp support and ticketing. You can automate FAQs, booking confirmations, and conduct CSAT surveys. Wati also offers the option to create AI chatbots, but these are mainly focused on support inquiries. ##### Pros - Integrates with CRMs and Google Sheets - Conditional logic and custom flows - Team collaboration features ##### Cons - WhatsApp and Instagram only - Limited AI features - Reporting is basic - Poor customer support ##### Pricing The price for Wati’s mid-tier plan is $149 for five users, making it one of the cheaper options for businesses on a tight budget, but beware of messaging markups and additional fees. ##### Customer sentiment Buyers appreciate the quick deployment for support use cases, but commonly note basic reporting, extra costs and limited room for more advanced automation. #### 10\. Bird (formerly MessageBird) — High-volume WhatsApp messaging platform for enterprises with technical resources **Best for**: Enterprises building AI-powered bots [Bird](https://respond.io/blog/alternatives-messagebird) offers omnichannel APIs with support for WhatsApp, SMS, voice, and more. It’s designed for enterprise use with heavy automation and compliance needs. ##### Pros - No-code chatbot builder to automate responses - Chatbot is focused on handling FAQs and support inquiries - Built-in CRM to help you organize and segment your audience ##### Cons - Lacks support for other popular channels like Messenger, Instagram, Telegram and more - Complex and difficult to use without support or a developer on your team - No AI features (listed as “coming soon”) - Requires annual billing to access base rates, with additional fees for messaging, phone numbers and inbox seats that aren’t obvious upfront - Customer support is not offered by default and requires a $500/month add-on payment ##### Pricing Bird uses a pay-as-you-go model starting at $45/month for up to 3,000 contacts. This includes access to all core features like email, SMS, WhatsApp marketing and automation. You’ll pay separately for WhatsApp and SMS messages charged by third-party providers, phone numbers and additional seats for Bird’s Inbox. For businesses with more than 50,000 contacts, custom pricing is available and you’ll need to contact their Sales team. ##### Customer sentiment Buyers value the broad infrastructure options, but often describe pricing, setup and ongoing support as harder to evaluate and manage. ### Verdict: Which WhatsApp Chatbot Is Best for Your Business? For most B2C teams, the best WhatsApp chatbot is the one that improves speed-to-lead and conversion by automating qualification, routing, and handoffs—not just answering FAQs. Support-focused businesses may find Tidio or Trengo a good fit, while enterprises looking for custom solutions may opt for Gupshup or Bird. For high-volume B2C sales and support across multiple channels, respond.io is the best fit because it's a customer conversation management platform with Workflows and AI Agent that can qualify, route, and update CRM fields in real time. While other platforms include AI, [respond.io's AI Agents](https://respond.io/ai-agents) were designed with the customer journey in mind and [learn from your entire website and business documentation](https://respond.io/help/convert-leads/how-to-choose-the-best-knowledge-sources-for-ai-agents) to provide fast, accurate answers. Unlike other platforms that only use AI as a chatbot, respond.io enables workflows to automate the sales process, performing complex routing tasks. If your business relies on multiple communication channels, respond.io is the most versatile option, supporting all popular channels. It also includes native integration with HubSpot and Salesforce CRMs and integrates with other software via Zapier, Make or APIs. Respond.io is not the right fit if you only need a WhatsApp-only broadcast tool with a few simple rule-based flows and no multichannel inbox or CRM automation. Other chatbot platforms offer limited support, but respond.io ensures your onboarding experience sets your business up for success, and our support team is available live 24/5 and via AI agent 24/7 to assist with any inquiries. ### Case Studies: WhatsApp Chatbot Results with respond.io Businesses using respond.io’s AI agents don’t just [automate replies](https://respond.io/blog/whatsapp-auto-reply) — they automate outcomes. [Only Tourism](https://respond.io/customers/only-tourism-automates-80-percent-visa-inquiries-with-ai-agents), a travel services business, used respond.io's AI Agent to answer and qualify WhatsApp visa inquiries before handoff. That setup automated 80% of visa inquiries during peak periods, showing how AI-led qualification and clean handoff can protect response time when demand spikes. [Praga Medica](https://respond.io/customers/praga-medica-recovers-70-percent-more-leads), a healthcare provider, used respond.io's AI Agent to qualify chats early and block spam before sales agents got involved. The result was 97% of spam filtered out, which gave the team more time to focus on real leads instead of low-value conversations. For buyers comparing platforms, the lesson is practical: the value comes from AI Agents that do more than reply. When the platform can qualify leads, update lifecycle stages, route by intent and hand over with full context, teams protect conversion and service quality at the same time. If you need to chat with customers on multiple channels and [manage the full customer lifecycle](https://respond.io/blog/customer-lifecycle-management-software) with advanced AI automation and ever-expanding features, [try respond.io for free](https://app.respond.io/user/register) or [contact us for a consultation](https://respond.io/demo) to discuss how we can meet your business needs. ### Further Reading Interested in learning more about what you can do with WhatsApp business AI chatbots and automation? Check out these other articles. - How to Create a WhatsApp Chatbot: 3 Use Cases + Examples - AI Sales Agent Tips to Enhance CX and Convert Faster - WhatsApp Automation: 2 Ways to Do It, Use Cases & 6 Examples ## [Top 7 Conversational AI Platforms of 2026 and How to Choose One](https:/respond.io/blog/top-conversational-ai-platforms) Learn about the top conversational AI platforms for customer engagement over chat, call and email: respond.io, Gushup, Gallabox, Wati, Ada, Manychat and Trengo. Conversational AI has shifted from simple keyword bots to agentic systems that understand intent, execute tasks and hand off conversations seamlessly. This is a game changer for businesses managing customers primarily over messaging channels like [WhatsApp](https://respond.io/blog/whatsapp-business-api), [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [Instagram](https://respond.io/blog/instagram-business-chat), [TikTok](https://respond.io/blog/tiktok-for-business) and more. The best conversational AI platforms for instant messaging don’t just reply; they automate processes like updating your CRM, booking appointments and routing to correct human agent. An ideal platform serves as an assistant throughout the customer lifecycle, from taking in lead details to closing simple sales to sending follow-ups and promotions to keep customers coming back. In this article, we’ll discuss what you need look for, then dive into the details of some of the best conversational AI platforms of 2026 so you can make the right decision for your business. First, let’s look at what businesses need to consider when selecting a conversational AI platform. ### What to look for in a conversational AI platform Here are the must-haves in a conversational AI platform when you’re primarily doing business over instant messaging channels. #### **1\. Agentic depth beyond chat** “Conversational AI” is a buzzword, and many platforms boast of AI capabilities when in reality they only offer simple chatbots. Make sure the platform has true agentic capabilities like completing actions across multiple steps, learning from company knowledge and escalating to humans. #### 2\. Ability to independently close and manage conversations Choose a platform that can handle the entire conversation when possible, update the status for reference, or escalate to a human if needed. For example, [respond.io’s AI agent](https://respond.io/blog/how-respondio-ai-agents-work) can wrap up a chat with a [clear summary, pick a closing reason, and trigger the next step](https://respond.io/help/ai-agents/using-ai-agent-actions#chaining-actions-together)—like a follow-up task, survey, tag, or workflow. That means cleaner inboxes, accurate reports, and clear context. ![Image%20showing%20what%20you%20need%20in%20a%20conversational%20AI%20platform%3A%20Agentic%20actions%2C%20independently%20manage%20conversation%2C%20CRM%20integration%2C%20multichannel%2C%20agent%20roles](https://images.ctfassets.net/ph8r57dk1q9w/6en22wnZ78dicyKIwYeijK/ee0effb0a970974d364e1d7bc9147bd6/Practical_Guide___Best_Conversational_AI_Platforms_2025_-_Image_1.png) #### 3\. Integrates with CRM and helps track the customer journey Save time and manual effort with an AI platform that [integrates with your CRM](https://respond.io/blog/hubspot-integration) and helps track the customer lifecycle. Look for a platform that auto-updates contact fields, tags, and lifecycle stages, queries external systems for real-time data, then fires the right workflows. Your data stays fresh and your pipeline moves without manual effort. #### 4\. Performs on all your channels Meet customers where they are—WhatsApp, Instagram, Facebook, web chat, email, voice and more. Use one agent for all channels in a single inbox. Look for a platform with AI agents that can handle voice calls and recordings in addition to chat. #### 5\. An agent for any role Many conversational AI platforms are built for a specific task, for example, either customer support or sales. Choose a platform where you can build multiple AI agents to take on any role, whether it’s [managing initial inquiries, closing deals or offering support](https://respond.io/help/ai-agents/getting-started-with-ai-agents#step-2-select-an-ai-agent-template) after a purchase. ### The 7 best conversational AI platforms in 2026 Below is a quick overview of the seven best conversational AI platforms in 2026. These tools vary in pricing, ease of use, supported channels and AI capabilities. After that, we’ll get into the pros, cons and pricing of each platform. For pricing, we’re showing the cost for the mid-range plan unless otherwise noted. | Platform | Best For | Multichannel | AI Capabilities | | --- | --- | --- | --- | | Respond.io | Mid to large B2C businesses with high message volume who require process automation and multiple AI agent roles | ✅ | Create agents with unique roles; Agent learns from knowledge base; handles conversations and processes; routes to human agents as needed | | Gupshup | Developers & enterprises needing APIs and custom AI agents at scale | ✅ | Custom-built AI agents that can handle conversations and tasks | | Gallabox | WhatsApp-first SMBs wanting basic AI chatbot flows | ❌ | Basic AI chatbot available on the highest tier plan | | Wati | WhatsApp/Instagram-centric support teams needing fast setup | ⚠️ WhatsApp & Instagram | Simple AI support agent that learns from your knowledge base | | Ada | WhatsApp-centric enterprises requiring an AI platform for data management and customer communication | ⚠️ WhatsApp, Viber & SMS | Strong virtual agent for enterprise-level conversations | | ManyChat | Creators & small teams focused on social messaging automation | ✅ | Template-driven chat flows; basic AI add-ons; campaign-oriented. | | Trengo | Businesses needing an omnichannel AI support platform | ✅ | Omnichannel inbox and multi-step AI automation | #### 1\. Respond.io — AI Agents that power your entire customer lifecycle **Best for:** Mid to large-sized B2C businesses needing advanced AI automation and multichannel support [Respond.io](http://Respond.io) goes beyond basic chatbots, unifying WhatsApp and popular channels (Instagram, Facebook, Telegram, TikTok, email, voice/VoIP and more) into a single inbox. Create AI agents for specific roles like receptionist, sales or support. It also automates the work around conversations, assigning, updating contact fields and lifecycles, and even closing chats with summaries and a suitable closing note. **Pros** - Use templates for AI agent roles including receptionist, sales and support or create your own roles - AI agent learns from your website and knowledge base - AI Agent capabilities include voice, live API actions to retrieve or update external system data, automatic follow-ups when customers are unresponsive, internal comments with closing notes, conversation summaries, and human handoff or human takeover. - Multichannel inbox (WhatsApp, Instagram, Facebook, Telegram, TikTok, voice email, custom channels and more) - CRM-friendly: native HubSpot and Salesforce integrations plus Zapier/Make - Excellent customer support to assist with onboarding; rated 4.8 stars on G2 **Cons** - Rich feature set means a steep learning curve for new users **Pricing** Respond.io’s mid-tier Growth plan starts at $199 and allows 10 users. It includes unlimited automation, unlimited use of AI Agent, advanced reporting and online onboarding support via chat or call. #### 2\. Gupshup — Enterprise-scale AI agents Best for: Developers and enterprises with custom needs Gupshup offers robust APIs and an enterprise conversational AI platform for building agents at scale on WhatsApp. It’s ideal for teams with technical skills that want full control and custom agent design. **Pros** - Powerful APIs - Autonomous AI agents that can handle processes and payments - Good fit for custom, large-scale deployments **Cons** - Not beginner-friendly; usually requires technical resources - Pricing and packaging can be complex (usage-based, varies by channel and country) - No native shared inbox/reporting; you’ll assemble parts - Support can be slow **Pricing** Custom quotes only. #### 3\. Gallabox — No-code WhatsApp AI for SMB commerce **Best for:** WhatsApp-first SMBs that require basic AI replies Gallabox focuses on WhatsApp automation with broadcasts, drip campaigns and an AI chatbot builder, plus add-ons like native payments and a shared inbox. However, while this conversation management platform is often considered a budget option, the only package that includes AI is more costly than most competitors’ offerings. **Pros** - Simple AI chatbot to answer inquiries - Easy WhatsApp broadcasts, templates and flows; drip campaigns and catalogs - Integrations with HubSpot, Zoho, Shopify and more **Cons** - WhatsApp-only - Not a full AI conversational platform; AI can only chat rather than manage processes - Limited analytics for complex funnels - Heavier reliance on manual setup/maintenance of flows - Add-ons/payment features may add cost & complexity **Pricing** $377/month for the Pro plan, the only plan that includes AI features. #### 4\. Wati — WhatsApp-First AI support agent **Best for:** WhatsApp-focused SMBs wanting fast deployment [Wati](https://respond.io/blog/wati-alternative) provides a visual flow builder, team inbox and marketing features for WhatsApp, Instagram and Facebook Messenger). It also offers an AI Support Agent that can answer from your knowledge base. **Pros** - Visual chatbot builder, broadcasts and Shopify/WooCommerce integrations - AI Support Agent with knowledge-base answers **Cons** - Primarily WhatsApp/Instagram; not a full multichannel hub - AI agent only has one objective, answering support inquiries - Pricing and add-ons can be complex - Poor customer support **Pricing** The price for Wati’s mid-tier plan is $99 for five users, making it one of the cheaper options for businesses on a tight budget, but beware of messaging markups and additional fees. #### 5\. Ada — Enterprise virtual agent for support **Best for:** Enterprises needing a powerful AI front door to handle FAQs and support inquiries **Pros** - Strong virtual agent for support - Automates processes and payments - Robust security/compliance posture for large organizations **Cons** - Only supports WhatsApp, Viber and SMS - Heavier implementation effort; typically needs solution engineering - Pricing skews enterprise; can be costly for mid-market - Limited built-in shared inbox/agent management **Pricing** Enterprise pricing (custom quotes). #### 6\. ManyChat — Creator-Friendly Automation with New AI Add-Ons **Best for:** Social media marketers and creators who need AI automation for basic conversations [ManyChat](https://respond.io/blog/manychat-alternative) lets you automate conversations on TikTok, Instagram, Facebook Messenger, WhatsApp, SMS and email. It’s budget-friendly, template-driven and great for campaigns, DMs and quick AI automations. **Pros** - Multichannel (TikTok, Instagram, Messenger, WhatsApp, SMS, email) with a visual AI agent chatflow builder - Large template library; easy entry for non-technical users - Works well with click-to-chat ads, QR codes and growth tools **Cons** - AI and automation geared to simple journeys - Analytics/reporting are more campaign-focused than lifecycle-driven - Add-ons and usage growth can increase total cost - Limited customer support **Pricing** $15/month for three users and 500 stored contacts. Automation features are limited on lower-tier plans. Additional costs apply for higher usage and premium features. #### 7\. Trengo — O**mnichannel inbox** with AI Journeys **Best for:** Support teams that want an AI-powered inbox across WhatsApp, Instagram, Facebook, email, live chat, SMS and more [Trengo](https://respond.io/blog/trengo-alternative) centralizes customer conversations from multiple channels in one inbox. Its AI HelpMate can draft/send replies, and AI Journeys automate conversations and workflows across steps and channels. Higher-tier plans add third-party API actions for deeper integrations. **Pros** - Omnichannel inbox including email, WhatsApp, Instagram, Facebook Messenger, live chat and SMS - AI HelpMate for reply assistance; AI Journeys for multi-step automation - Reporting (including AI reporting) focused on support metrics **Cons** - Agentic depth centers on support automation; complex, cross-system actions often rely on API actions or integrations - Conversation-based and AI-surcharge pricing add up as you scale - Advanced API actions/permissions require higher plans - Poor customer support **Pricing** Mid-tier plan starts at $695/month for 20 users and 1500 conversations. Additional conversations are charged at $18/100 conversations plus a $0.29/conversation surcharge for AI. ### Which is the best conversational AI platform for your business needs? Support-focused businesses may choose Wati or Trengo. Developers and enterprises that need customization for specific needs often choose Gupshup or Ada, while smaller businesses with a heavy social media focus consider Manychat. However, if you want the most versatile, future-proof option with strong multichannel coverage and full agentic AI for chat and voice to automate the entire customer journey, choose respond.io. It enables you to create fully customized AI agents for any stage of the customer journey, route conversations to a human agent when needed and and update contact fields and lifecycle stages so your team always has full context. It’s built to scale from first contact to conversion to retention. ### Choose respond.io, the conversational AI platform that grows your business We recommend respond.io as the best all-around conversational AI platform for growing businesses. If you need to chat with customers on multiple channels and manage customer journeys with advanced AI automation, [try respond.io for free](https://app.respond.io/user/register) or [contact us for a consultation](https://respond.io/demo). ### Further reading If you've found this article helpful, check out these other guides: - AI Sales Agent Tips to Enhance CX - Best WhatsApp Chatbots in 2026 - WhatsApp Automation ## [Transforming Retail Operations with WhatsApp ](https:/respond.io/blog/whatsapp-for-retail-industry) Looking to use WhatsApp for retail industry? Discover how WhatsApp can improve customer engagement, boost sales and enhance your retail customer support! WhatsApp is a popular messaging channel on [many industries like travel](https://respond.io/blog/whatsapp-api-for-travel-businesses) and retail. If you're looking to use WhatsApp for the retail industry, you’ve come to the right place! In this blog post, we'll explore what WhatsApp for retail is and why it is beneficial for retailers. Then, we’ll show you how to use the WhatsApp Business App and WhatsApp API for retail. ### What is WhatsApp for Retail Industry? WhatsApp for retail is the use of WhatsApp as a communication tool for businesses in the retail industry. Retail can be broadly classified into two categories: Physical retail, where sales occur at brick-and-mortar stores, and digital retail, which includes e-commerce. ![WhatsApp%20for%20the%20retail%20industry%20explained.%20WhatsApp%20enhances%20communication%20for%20physical%20and%20digital%20retail%2C%20improving%20customer%20engagement%2C%20marketing%2C%20sales%2C%20and%20support.](https://images.ctfassets.net/ph8r57dk1q9w/3iKO1SJK9qI5XWpb4YrtJf/f5f6208c4a36fdf5370bba6cc3792391/concepts-whatsapp-for-retail-image-01_5d8b1a60484919b7f0d61ffa379abe35.png) Regardless of your retail methods, WhatsApp can help businesses improve customer engagement and boost marketing, sales and support. We'll show you how to achieve this later in the article. But for now, let's take a closer look at some of the benefits WhatsApp brings. #### Benefits of WhatsApp for Retail over Traditional Channels The downsides of traditional retail channels like webchat, phone, email and SMS are becoming clearer as messaging channels like WhatsApp gain popularity. Emails often get lost in crowded inboxes or spam folders, while customers ignore SMS messages due to reply charges. Website chat and phone support are infamous for long wait times and limited availability outside business hours. Plus, without a conversation history that all agents can refer to, customers must repeat personal information and issues every time they speak to new agents. WhatsApp removes all these obstacles. ![Benefits%20of%20WhatsApp%20for%20Retail.%20With%202.4%20billion%20users%2C%20WhatsApp%20offers%20high%20engagement%20%2898%25%20open%20rates%29%2C%20customer%20convenience%2C%20and%20conversation%20history%20access%2C%20enhancing%20communication%20and%20support.](https://images.ctfassets.net/ph8r57dk1q9w/ZwITLnqRLZvy6LhbJCN68/ab1ee4d089bead9c89431baf902e1281/concepts-whatsapp-for-retail-image-02_437fc174bf4910ba5be01757f4b6bffc.png) With [over 2.4 billion users worldwide](https://respond.io/blog/whatsapp-business#toc-mobile-1), WhatsApp gives businesses a pre-existing pool of customers to engage with. It also has [open rates of up to 98%](https://respond.io/blog/whatsapp-business#toc-mobile-1), making it more effective than email as customers are more likely to see and read messages sent on the app. WhatsApp also offers convenience and ease of use as customers can converse with businesses anytime without any costs. Additionally, businesses can access customers’ conversation history, saving customers the trouble of repeating personal information or issues. Now that you understand the benefits of using WhatsApp for retail, let’s look at how businesses are succeeding with it. ### How 3 Businesses are Winning with WhatsApp Retail Here, we’ll show you how three businesses in the retail industry achieve success with WhatsApp. #### noonmar Brings in 40% More New Customers by Optimizing Click to Chat Ads [noonmar](https://respond.io/customers/noonmar-increases-new-customers) is a a global e-commerce marketplace known for authentic Turkish goods, including sweets, health and beauty products, jewelry and accessories, and home décor. The business has an extensive social media following on Facebook, Instagram and TikTok, and it runs click to chat ads for lead generation. However, they struggled with optimizing ad performance until they started using WhatsApp API with respond.io. With respond.io, noonmar set up [Meta's conversion API (CAPI)](https://respond.io/help/workflows/step-send-conversions-api-event) to send conversion events—such as add-to-cart or completed purchase—back to Meta. This helped Meta improve its ad targeting by learning which types of users were likely to convert, leading to higher-quality leads and better ad performance. By optimizing its click to chat Meta ads via CAPI, noonmar has seen a **40% increase in new customers**. Thanks to better targeting, the leads it attracts are more likely to buy. The number of leads has also **increased by 10%** as the business has a greater understand of which ads motivate conversations. #### Ferretería EPA Increases Monthly Conversations 80% with WhatsApp API [Ferretería EPA C.A.](https://respond.io/customers/how-ferreteria-epa-ca-increased-sales-conversions-by-20) is a Venezuelan hardware retail chain. It was using WhatsApp to attend to customer inquiries. However, agents were chatting with customers privately via their personal WhatsApp numbers, making it difficult to monitor conversations and collaborate as a team. The business needed a [multiuser WhatsApp solution](https://respond.io/blog/whatsapp-business-multiple-users) to help agents identify customers, collaborate, provide more effective customer service and potentially increase sales. So, it decided to switch to [WhatsApp API](https://respond.io/blog/whatsapp-business-api) and [connect it to respond.io](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start). ![Ferreter%EDa%20EPA%20C.A.%2C%20a%20Venezuelan%20hardware%20chain%2C%20switched%20to%20WhatsApp%20API%20via%20respond.io%2C%20enabling%20multi-agent%20access%2C%20improved%20service%2C%2080%25%20more%20monthly%20conversations%2C%20and%2020%25%20growth%20in%20customers%20and%20sales.](https://images.ctfassets.net/ph8r57dk1q9w/63HBSwBS4jF6IVfR737e09/b5ce991512234fb60dbb47249a372faa/concepts-whatsapp-for-retail-image-03_4914f172bba4d696624a4506d133cb52.png) This resulted in multi-agent access under one WhatsApp number, increased customer satisfaction and more. Additionally, EPA increased its number of monthly conversations by 80% and saw a 20% growth in customer base and sales conversions. #### Lamarsa Coffee Sees 38% Faster Response Times with WhatsApp Automation [Lamarsa Coffee](https://respond.io/customers/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50) is among Malaysia’s largest coffee equipment retailers. It was struggling to handle the high volume of sales, orders and inquiries through [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app). To efficiently resolve inquiries, automate tasks and target the right contacts for broadcasts, it migrated to WhatsApp API and connected it to respond.io. ![Example%20of%20WhatsApp%20shopping%20and%20retail%20business%20account.%20Lamarsa%20Coffee%20upgraded%20to%20WhatsApp%20API%20via%20respond.io%2C%20achieving%2010x%20more%20leads%2C%2038%25%20faster%20response%20times%2C%20and%2050%25%20quarterly%20sales%20growth.%22](https://images.ctfassets.net/ph8r57dk1q9w/3S38YPUTCzlmnAo9vNZgj7/58b00e6782c08c97a011de80abf4e297/concepts-whatsapp-for-retail-image-04_047f8f332f3a7b625e893b5e1c28262d.png) Since then, it has acquired 10x more leads per quarter from WhatsApp click-to-chat links on its website. It improved first response times by 38% and gained 50% more sales from quarter to quarter in less than a year. Want to achieve similar success? Let's explore some practical ways to use WhatsApp for retail. ### How to Use WhatsApp for Retail Industry To leverage WhatsApp's full potential, you must understand the differences between the [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) and [WhatsApp API](https://respond.io/blog/whatsapp-business-api). While both can be used for use cases like sales and support, their features and capabilities differ. The WhatsApp Business App is designed for small businesses as its capabilities are limited. For example, it only allows businesses to connect up to 5 devices for free and limits automation to welcome and away messages among.. ![Comparison%20of%20WhatsApp%20Business%20App%20and%20WhatsApp%20API.%20The%20App%20suits%20small%20businesses%20with%20limited%20devices%20and%20basic%20automation%2C%20while%20the%20API%20supports%20medium%20to%20large%20companies%20with%20multi-user%20access%20and%20advanced%20automation.](https://images.ctfassets.net/ph8r57dk1q9w/2UGmuObpzzLfpGQzGpnoZh/8a68264a9d44e3996534a7276a4db04c/concepts-whatsapp-for-retail-image-05_213effb7b16828b282b78cce255121aa.png) The WhatsApp Business API, on the other hand, was made for medium to large companies looking to use [WhatsApp with multiple users](https://respond.io/blog/whatsapp-business-multiple-users), advanced automation to streamline business processes and more. Note that WhatsApp API does not have a user interface. It must be [connected to a messaging software like respond.io](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start) to send and receive messages. Below is a summary of the WhatsApp Business App and WhatsApp API features businesses can use for retail. **WhatsApp Business App and WhatsApp API Capabilities for Retail** | WhatsApp Business App | WhatsApp API | | --- | --- | | WhatsApp Chat Links and QR Codes | WhatsApp Chat Links and QR Codes | | WhatsApp Button on Facebook Page and Instagram | WhatsApp Button on Facebook Page and Instagram | | WhatsApp Ads | WhatsApp Ads | | WhatsApp Broadcast (limited to 256 contacts) | WhatsApp Broadcast | | WhatsApp Business Directory (limited availability) | WhatsApp Webchat | | WhatsApp Catalog | Automate Sales and Support | | WhatsApp Pay (limited availability) | Integration with E-commerce Platforms and CRMs | That said, let’s look at how businesses can use WhatsApp to boost visibility, drive conversations and enhance retail efficiency. #### Boost Business Visibility If you’re just starting to use WhatsApp for retail and want WhatsApp to be your main communication channel, you must find methods to increase your business visibility. To achieve this use the [WhatsApp Business directory](https://respond.io/blog/whatsapp-yellow-pages) and [WhatsApp click-to-chat ads](https://respond.io/blog/whatsapp-ads). WhatsApp Business directory, available on the WhatsApp Business App, allows users to easily search for registered WhatsApp businesses in their vicinity directly from within the app. It increases the chances of potential customers finding and engaging with you directly. ![Tips%20to%20boost%20visibility%20on%20WhatsApp%20for%20retail%3A%20Use%20WhatsApp%20Business%20directory%20to%20be%20discoverable%20locally%20and%20click-to-chat%20ads%20on%20social%20media%20to%20target%20specific%20audiences%20and%20drive%20conversations.%22](https://images.ctfassets.net/ph8r57dk1q9w/3CXpZYl6nhRELcDXnlRqP7/4859ece1071256eae04aaf34c1b80962/concepts-whatsapp-for-retail-image-12_6d193fcbc48db3bc79905cc725c1e090.png) WhatsApp click-to-chat ads enable users to initiate conversations with your business from social media channels like [Facebook](https://respond.io/blog/facebook-business-chat) and [Instagram](https://respond.io/blog/instagram-business-chat). This allows you to increase your exposure by targeting audiences based on specific demographics, locations and interests. While they are not free, these ads can be an effective way to reach relevant audiences and encourage them to start a conversation with your business. Plus, you can set up [CAPI to see which ads are converting](https://respond.io/help/workflows/step-send-conversions-api-event) to optimize your ads and targeting. Next, we’ll look at the tools available to drive customer conversations. #### Drive Customer Conversations Businesses can use handy tools like WhatsApp [click-to-chat links](https://respond.io/blog/whatsapp-link-generator-whatsapp-widget#toc-mobile-2) and [QR codes](https://respond.io/blog/whatsapp-qr-code) to encourage customers to message them. You can embed your chat link anywhere on various digital mediums like websites and social media and paste your WhatsApp QR code around your physical store and on vouchers. ![Click-to-chat%20links%2C%20QR%20codes%2C%20and%20WhatsApp%20webchat%20for%20businesses.%20Use%20these%20tools%20to%20capture%20leads%2C%20personalize%20marketing%2C%20and%20direct%20customers%20to%20WhatsApp%20via%20digital%20and%20physical%20channels.](https://images.ctfassets.net/ph8r57dk1q9w/4hfRq8zmAI1kdJVpCNaCz8/738d3960f72f34ac7072069756b62df4/concepts-whatsapp-for-retail-image-08_391acd30c1a7108ba7b6a1581f883b86.png) If you have significant traffic on your website, install a [WhatsApp webchat](https://respond.io/blog/whatsapp-webchat) to direct website visitors to WhatsApp. Note that this is only available for WhatsApp API users. Next, let's look at how you can use WhatsApp to increase efficiency. #### Enhance Retail Efficiency Customers expect fast replies from businesses, especially when contacting them through instant messaging channels like WhatsApp. To meet these expectations, businesses can send [automated messages](https://respond.io/blog/whatsapp-automation) to provide an estimated response time or inform customers when they are unavailable. Even better, they can use [AI Agents](https://respond.io/blog/whatsapp-ai-agent) to answer FAQs, make product recommendations or even send payment links so customers can complete a purchase. These virtual agents can handle inbound voice calls with customers to answer common questions and collect customer details when human agents can't jump on a call at the moment. ![Tips%20for%20businesses%20on%20WhatsApp%3A%20Use%20automated%20messages%20and%20canned%20responses%20for%20fast%20replies%2C%20create%20a%20detailed%20WhatsApp%20catalog%2C%20and%20send%20promotional%20broadcasts%20or%20triggered%20messages%20to%20boost%20engagement%20and%20conversions.](https://images.ctfassets.net/ph8r57dk1q9w/1JeyuWwH76LUAoK27RwUPC/e24966822dbc2f91f8cd354a3bf107b9/concepts-whatsapp-for-retail-image-13_c450c30c3409d9d37e0e5d9ae170b014.png) Additionally, you can showcase your products on WhatsApp by creating a comprehensive [WhatsApp catalog](https://respond.io/blog/whatsapp-catalog-whatsapp-shopping-catalog) with detailed descriptions, pricing information and visuals, allowing customers to browse and make purchasing decisions at their convenience. For a more proactive approach, send [promotional broadcasts](https://respond.io/blog/whatsapp-broadcast) to relevant leads and customers or [trigger messages](https://respond.io/blog/whatsapp-marketing#toc-mobile-7) based on their actions from e-commerce platforms like Shopify. Doing so allows you to effectively engage with your audience, increasing the chances of conversions. Now that you know the different methods you can leverage WhatsApp for retail, let's discover how respond.io can elevate your retail business. ### WhatsApp for Retail Industry: Quick Wins with Respond.io With the WhatsApp API connected to respond.io, you can unlock a multitude of advanced messaging capabilities for your unique business needs and goals. This includes using an omnichannel messaging inbox to reply to messages, advanced automation and integration to streamline any business processes, robust promotional messaging features and more. Let's look into the details below. #### Consolidate All Messaging Channels in One Place Respond.io is an omnichannel communication platform that allows you to streamline business communication across instant messaging apps like [WhatsApp](https://respond.io/blog/whatsapp-business), [Facebook Messenger](https://respond.io/blog/facebook-business-chat) and [LINE](https://respond.io/blog/line-official-account) along with traditional channels like email and webchat. ![Respond.io%20omnichannel%20platform%20streamlines%20communication%20across%20WhatsApp%2C%20Messenger%2C%20LINE%2C%20email%2C%20and%20webchat.%20Connect%20multiple%20accounts%20to%20manage%20messages%20in%20a%20single%20inbox.](https://images.ctfassets.net/ph8r57dk1q9w/3hvQYUHBIi8q1ufsKsY7UP/31af67c1b272541d3efdcb94914e622b/screenshot-2023-05-11-at-35845-pm_0e04575c5dcf3d10bba34ced00555c1b.png) It also allows you to connect multiple channel accounts or numbers. If you have individual WhatsApp accounts for each branch or outlet, you can connect them all to respond.io and reply to messages in one [omnichannel inbox](https://respond.io/blog/omnichannel-communication). Now that you have messages flowing from multiple channels in a single inbox, let's look at how to manage them with advanced automation. #### Automate Any Processes with AI Agents Unlike the WhatsApp Business App which limits chat automation to [welcome](https://respond.io/blog/whatsapp-greeting-message) and [away messages](https://respond.io/blog/whatsapp-business-app#toc-mobile-10), respond.io offers advanced AI agents to enhance efficiency and allow human agents to focus on customers with more complex needs. Set up [AI Agents from templates](https://respond.io/help/ai-agents/getting-started-with-ai-agents) to fulfill specific roles like receptionist, sales agent or support agent. Use them to [answer FAQs, recommend products and assign chats](https://respond.io/blog/ai-sales-agent#toc-4) to a human agent when needed, for example if there's a questions the AI Agent cannot answer or a human must be involved to process a sale. ![screenshot%20showing%20how%20to%20select%20an%20AI%20Agent%20template%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/28IwL28yWza4EsnAYI62Zy/b3905b5bf8b80f9eeb9862ea81262c14/aiagent-select_template.jpg) Next, we'll explore a crucial capability that will benefit most retailers: Integrating e-commerce platforms with WhatsApp. #### Integrate WhatsApp with E-commerce Platforms Triggering messages based on customers' actions on external platforms is a powerful way to drive engagement. With respond.io, you can send personalized messages based on customer actions on platforms like [Shopify](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify), [Magento](https://help.respond.io/e-commerce-crm-integrations/ecommerce-integration-magento), [WooCommerce](https://help.respond.io/zapier/ecommerce-integration-woocommerce) and [more](https://help.respond.io/e-commerce-crm-integrations). From [WhatsApp auto reply](https://respond.io/blog/whatsapp-auto-reply) to [WhatsApp schedule message](https://respond.io/blog/whatsapp-schedule-message), these are examples of features that can be used here if implemented properly. ![Send%20personalized%20promotional%20messages%20with%20respond.io%20based%20on%20actions%20from%20Shopify%2C%20WooCommerce%2C%20and%20more.%20Examples%20include%20abandoned%20cart%20recovery%2C%20order%20confirmations%2C%20and%20delivery%20notifications.](https://images.ctfassets.net/ph8r57dk1q9w/2LdZb8GPJ8iHh40xKY5Hd3/d5ee616941481b2e4984fee31c80ed5d/concepts-sleekflow-alternative-image-10_d8a24f9cbccbd22deef3692e5d0a7c63.jpg) For example, you can send [abandoned cart recovery notifications](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify#send_abandoned_cart_messages_to_prompt_customers_to_complete_their_shopify_purchase_using_zapier) to customers who have added items to their cart but haven't completed their purchase. Additionally, you can send [customers purchase updates](https://help.respond.io/e-commerce-crm-integrations/e-commerce-integration-shopify#benefits_of_managing_orders_and_carts_with_respond_io_and_shopify) like order confirmation and delivery notifications. If you want to send promotional messages en masse, you can with the respond.io [Broadcast Module](https://help.respond.io/broadcasts/sending-a-simple-broadcast). #### Send Promotional Broadcast Messages Businesses can use [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) to send promotions or updates using [WhatsApp bulk message](https://respond.io/blog/whatsapp-bulk-message) to customers. This includes [seasonal promotions](https://respond.io/blog/ramadan-whatsapp-messaging-campaign), limited-time offers, new product releases or exclusive discounts for loyal customers. With the WhatsApp Business App, businesses are limited to sending broadcasts to 256 contacts at a time. Additionally, the recipients of these broadcasts must have the business's number saved in their phones. ![Broadcasts%20for%20promotions%20and%20updates%3A%20WhatsApp%20Business%20App%20limits%20reach%20to%20256%20contacts%2C%20while%20respond.io%20enables%20larger%20audiences%2C%20contact%20segmentation%2C%20scheduling%2C%20and%20analytics%20for%20effective%20campaigns.](https://images.ctfassets.net/ph8r57dk1q9w/29IFWWs48fvOWkXtqrZd3T/c401bb0ee9a4148789df939e5d625c41/0001-44699619840_65ffeddb74d4a8da2c92e9d38356657c.jpg) With respond.io’s [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview), businesses can send promotional notifications to a larger audience without the need for customers to save their numbers. You can import contacts, segment them for precise targeting, schedule broadcasts in advance and clone recurring broadcasts among others. Businesses can even get broadcast analytics for insights into the success of their broadcast campaigns. In conclusion, WhatsApp is a valuable tool that retailers can utilize to enhance customer engagement, boost sales and deliver superior customer service. If you're a retailer looking to leverage the power of WhatsApp API with an official WhatsApp partner, [create an account and get WhatsApp access in minutes](https://app.respond.io/settings/channels/connectChannel/whatsapp_business). You can [start with our free trial](https://app.respond.io/user/register) and experience its benefits right away. ### Further Reading If you found this post helpful, you may also benefit from reading these related articles: - Using WhatsApp as a Customer Service Platform - WhatsApp Sales: How to Sell on WhatsApp - WhatsApp Marketing: Leading a Successful Campaign ## [Trengo Alternative: A Powerful Alternative for Mid-market B2C Teams ](https:/respond.io/blog/trengo-alternative) Mid-market B2C businesses scaling high-volume customer conversations hit Trengo's ceiling fast — broadcasting add-ons, human-gated AI, missing channels and no Voice AI Agent. See why revenue-focused teams switch to respond.io. Mid-market B2C businesses don't use customer conversations for support only. They use them to generate leads, run campaigns, qualify buyers, book appointments and retain customers at scale. That requires a platform built around revenue workflows — not ticket resolution. Trengo handles support well. But when conversations become your primary revenue channel, it hits a ceiling in AI autonomy, channel coverage, voice capability and cost structure. Here's a breakdown of where that ceiling sits and what respond.io does differently. ### **Trengo alternative: Trengo vs respond.io** If you're evaluating Trengo alternatives, the core question is whether your platform scales with your revenue operations or charges you more every time it does. Trengo works well for small support teams with straightforward, low-volume inbound conversations. But for mid-market B2C businesses running high conversation volumes — across channels, AI-driven lead qualification, and automated revenue workflows — it hits a ceiling in capability, cost structure, and automation depth. ![An%20image%20showing%20small%20businesses%20being%20good%20for%20Trengo%20while%20larger%20businesses%20should%20use%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7acxNzXJBn8HOsbivYy5Tc/8838a427e6d14338eb3d2b8fc036b5f0/concepts-trengo-alternative-image-01_28cabc31c93635153c1b0026a30783b7.png) Both platforms centralise customer conversations into a shared inbox and offer automation and analytics. The difference is what happens when your business grows. Trengo's broadcasting is an add-on on every plan — when a campaign drives more replies than expected, your invoice grows with it. Its AI Journeys assist agents but require human sign-off for qualification, booking, and key conversion actions. There's no Voice AI Agent. And TikTok, LINE, and Viber aren't supported. For mid-market B2C teams where customer conversations are a revenue channel — not just a support tool — these gaps translate directly to missed lead conversions, unpredictable campaign costs, and automation that stalls at the exact point it matters most. #### What independent reviews usually focus on Independent reviews help buyers judge how a platform performs after onboarding, not just in a sales demo. For teams evaluating a switch, the most useful feedback usually centers on the day-to-day issues that affect revenue operations. Common review themes are more specific than a generic feature checklist. Teams usually switch when usage-linked charges and paid add-ons make campaign costs harder to forecast, reporting is too limited to show where leads stall, setup feels heavier than it should and support is too slow when live workflows need attention. For a CEO, Marketing Manager or Sales Manager, those issues show up as commercial risk. Campaigns take longer to launch, follow-up becomes less consistent, handoffs lose context and managers have less confidence that conversation volume can grow without adding more manual work or more billing surprises. When reviewing third-party feedback, buyers should look for patterns rather than isolated comments. Consistent praise around reliability, AI Agents, voice support, lifecycle visibility and help quality is a stronger signal than a single standout review. ### Quick comparison: Respond.io vs Trengo Before diving into the details, here's a side-by-side view of the capabilities that matter most for turning conversations into revenue: | Capability | Respond.io | Trengo | | --- | --- | --- | | Supported Channels | WhatsApp, TikTok, Facebook Messenger, Instagram, Telegram, LINE, WeChat, Viber, SMS, Email, Custom, VoIP, WhatsApp Business Calling API | WhatsApp, Instagram, Facebook Messenger, Telegram, Webchat, SMS, VoIP (no TikTok, LINE, Viber) | | Click-to-Chat Ads | Full integration with WhatsApp, Instagram, Facebook and TikTok ads | Supports WhatsApp and Facebook click-to-chat; no native TikTok Messaging Ads integration | | Broadcast Channels | 6 channels (WhatsApp, Facebook Messenger, Telegram, LINE, Viber, SMS) | 2 channels (WhatsApp, SMS) — add-on fees apply on all plans | | WhatsApp Business Calling | Built-in via WhatsApp Business Calling API | Not available | | AI Agents | AI Agents qualify leads, recommend products, book appointments, trigger existing Workflows and send HTTP requests to external systems mid-conversation | AI Journeys builder with routing and templates; agents assist but require human sign-off for key actions | | Voice AI Agent | AI Agents handle inbound voice calls on WhatsApp Business Calling API and VoIP — transcribing, qualifying and routing without a human | Not available | | Automated Routing | Round-robin, least-busy agent, VIP routing, returning customer assignment | Round-robin via AI Journeys | | Lifecycle Tracking | Built-in lead stages with lost-stage analysis | Not available | | CRM Sync | Native HubSpot and Salesforce integrations on all plans | No native HubSpot or Salesforce integration; requires third-party connectors | | Analytics | Broadcast analytics, lifecycle dashboards, agent performance metrics | Conversation volume and agent reports; no lifecycle stage tracking or broadcast analytics | | Customer Support | 24/5 live chat and call support on all plans, 24/7 AI agent support | Email + messaging on Boost ($350/mo); phone support added on Pro ($584/mo) | Trengo is built for small support teams with straightforward, low-volume inbound conversations. Respond.io is built for mid-market B2C businesses where customer conversations drive revenue — and where the platform needs to keep up when volume, channels, and automation complexity grow. Since you may already know what Trengo has to offer, let's discover why respond.io better fits your business. ### Trengo alternative: Is respond.io a better fit for your business? Respond.io is a customer conversation management platform built for mid-market B2C businesses that run revenue conversations across more than one team and more than one channel. It is the better fit when a business needs: - Lead generation and follow-up across WhatsApp and other key messaging, social, voice and email channels - Clear handoffs between marketing, sales and support without losing the full customer history - One contact record across branches, outlets or regional teams - AI Agents that can qualify leads, route by intent, update lifecycle stages and escalate high-value opportunities - Pricing tied to Monthly Active Contacts (MAC) so cost planning stays clearer as conversation volume grows A simpler support-only setup may be enough for a small team handling low-volume inbound chats. But when conversations drive pipeline, bookings and repeat purchase, the stronger fit is the platform that can support cross-team workflows, higher volume and more complex routing from day one. It has been proven to enable businesses worldwide to [gain more qualified leads](https://respond.io/blog/how-sleek-gained-3x-more-qualified-leads-over-whatsapp), [improve sales conversions](https://respond.io/blog/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50) and [achieve a high degree of customer satisfaction](https://respond.io/blog/how-sharwa-designed-a-communication-strategy-that-achieved-85-in-csat-scores). Below, we'll explore how respond.io enables businesses to accomplish these objectives. ### Centralize all messaging channels in a team inbox For mid-market B2C businesses managing high conversation volumes, the channel mix matters. Customers reach you across messaging apps, social platforms, email and voice — and every channel you can't manage from one place is a revenue gap. Therefore, connecting all key communication channels in one place can save you the trouble of juggling multiple platforms. While Trengo markets itself as an omnichannel platform, it does not support [TikTok](https://respond.io/blog/tiktok-for-business), [Viber](https://respond.io/blog/viber-for-business), or [LINE](https://respond.io/blog/line-business), which we'll discuss later. Now, let's look at respond.io's omnichannel capabilities. #### Connect WhatsApp, TikTok and more in one place Respond.io allows you to connect all the popular channels your customers prefer. Gain official [WhatsApp API](https://respond.io/blog/whatsapp-business) access and connect to other channels like TikTok, [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [Telegram](https://respond.io/blog/whatsapp-business-api) and [SMS](https://respond.io/blog/business-sms). Besides instant messaging channels, businesses can also connect traditional channels like email and SMS. Best of all, respond.io fully supports all native channel features from voice messages and emojis in instant messaging to precise email formatting. ![An%20image%20showing%20the%20messaging%20channels%20that%20should%20be%20centralized%20in%20one%20inbox](https://images.ctfassets.net/ph8r57dk1q9w/7dTxja9wgcvEEwbsG5CUyS/a0c555481608f147cfe140a5c90d6eea/Wati_Alternative_-_Image_1.png) On top of connecting multiple channels, businesses can also connect multiple channel accounts to respond.io. For instance, if you have individual WhatsApp accounts or numbers for each branch or outlet, you can connect them all and respond to these conversations from one place. #### Switch from chat to call when needed Unlike competitors like Trengo, respond.io offers built-in call support. As one of the few official WhatsApp Partners with access to the [WhatsApp Business Calling API](https://respond.io/blog/whatsapp-voice-call), it allows businesses to make, receive and transfer voice calls on WhatsApp — a feature previously limited to the WhatsApp Business App. This gives companies a more direct and personal way to engage with customers. Additionally, [respond.io supports VoIP integration](https://respond.io/blog/voip-crm-integration). By connecting your VoIP system, you can manage both calls and messages across all your channels in one unified platform. Plus, it allows you to automatically transcribe calls, so you'll have a full record of conversations whether via chat or call. #### Stay responsive when teams are away from desktop Mobile access is more than convenience for mid-market B2C teams. Branch managers, field staff and after-hours teams need a reliable way to see new conversations, respond quickly and keep handoffs moving when they are not at a desk. Buyers should verify that mobile access includes timely notifications, full conversation history, ownership changes, internal notes and handoff context. Without those basics, urgent leads can sit untouched or get duplicated when several agents step in at once. Respond.io's mobile app helps teams manage conversations on the move with timely push notifications, full history, ownership visibility and internal notes in one place. That means managers and agents can respond during events, travel or after hours without letting high-intent conversations stall. #### Integrate custom channels like in-app chat, chats from e-commerce platforms and more If your company has its own messaging app or uses an e-commerce platform's native inbox like Lazada chat inbox to communicate with customers frequently, you can integrate them on respond.io. ![An%20image%20showing%20the%20channels%20that%20can%20be%20integrated%20with%20respond.io%20including%20custom%20channels](https://images.ctfassets.net/ph8r57dk1q9w/3PuyroU1Xe7GnYaiXbRyT9/88bbfacc906f6b74d961bcfb498d6e61/Sleekflow_Alternative_-_Image_2.png) Respond.io's [custom channels](https://help.respond.io/channels/custom-channel) integration allows you to connect any channel with an open API to the platform. This way you can have both popular and business-specific channels in one place. #### Merge conversations from email, WhatsApp and other channels in a single thread Customers expect a [true omnichannel experience](https://respond.io/blog/omnichannel-communication#toc-mobile-2) from businesses. One way to meet these expectations is by recognizing returning customers on any channel. With respond.io, businesses can [merge conversations from different channels](https://help.respond.io/contacts/contacts-overview#merge_contacts) in a single thread for a unified customer profile. ![An%20image%20showing%20the%20merge%20duplicate%20contact%20feature%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7I7bONHadZoz8oNZCCM5pe/3d92fff8bd39d25d68256a81b7321a92/merge_contacts.png) So how does it work? If a customer has previously emailed you but decided to reach out on WhatsApp next, you can merge the conversations to get context easily. > Note that you can't do this on Trengo as it only supports conversation merges from the same channels. #### Collaborate without losing context When multiple agents handle the same customer, context can slip through the cracks. Respond.io keeps collaboration tight so leads do not get lost. Ownership, notes and mentions matter most when several teams touch the same lead at different stages. A conversation might start with marketing after a click-to-chat ad, move to sales when buying intent becomes clear and then pass to support after the purchase. Respond.io keeps that journey in one thread so each team sees the same history instead of starting over. The assigned owner stays clear, specialists can be tagged into the conversation, internal notes explain the next step and AI-generated summaries speed up handoffs when the conversation changes teams or shifts. That reduces duplicate replies, protects context and helps high-intent buyers move forward without delay. For mid-market B2C businesses, better collaboration is not just operational hygiene — it directly supports faster conversion and better retention. Now that you understand respond.io's capability to offer an omnichannel experience, let's look at how to capture leads on respond.io. ### Capture and manage leads on multiple channels Having the option to broadcast promotional messages on multiple channels allows mid-market B2C businesses to engage with customers through various touchpoints, ultimately leading to higher sales and revenue. Therefore, it's important that platforms like respond.io and Trengo support promotional capabilities such as [click to chat ads](https://respond.io/blog/click-to-chat-ads) and broadcasts for every available channel. However, Trengo only supports broadcasts on two channels, WhatsApp and SMS, and does not fully integrate with click to chat ads. That said, let's look at respond.io's promotional capabilities. #### Generate leads through click to WhatsApp, Instagram, Facebook and TikTok messaging ads Social media channels like Instagram and Facebook present a valuable opportunity for targeted advertising through click-to-chat ads. These ads enable businesses to encourage leads to start a conversation directly and engage with them when their interest is at its peak. [TikTok Messaging Ads](https://respond.io/blog/tiktok-ads) offer an additional way to capture new audiences with video content that seamlessly blends into their feeds and entices them to start a conversation. ![Image%20showing%20the%20respond.io%20inbox%20indicating%20that%20a%20click%20to%20chat%20ad%20response%20has%20come%20in](https://images.ctfassets.net/ph8r57dk1q9w/5vnTljfyKJ7OauOeomH3VC/26c6bb58b6104a0cb480043bab7c1d88/tiktok_ads.webp) When a lead reaches out through click-to-chat ads, respond.io shows you which ad they clicked on, giving agents useful context to [respond intelligently](https://respond.io/blog/conversation-led-growth#toc-mobile-5). You can also automate these conversations to [gain lead information](https://help.respond.io/l/en/workflows/step-respond-with-ai#collect_information_objective) and qualify them automatically. #### Broadcast on WhatsApp, Facebook Messenger, LINE and more Respond.io's [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview) supports outreach across [SMS](https://respond.io/blog/sms-marketing-sms-broadcast), [WhatsApp](https://respond.io/blog/whatsapp-broadcast), [Facebook Messenger](https://respond.io/blog/facebook-messenger-broadcast), [Telegram](https://respond.io/blog/telegram-broadcast), [LINE](https://respond.io/blog/line-broadcast) and [Viber](https://respond.io/blog/viber-bulk-message). Teams can personalize, schedule and send campaigns to targeted audiences, then adapt each message to the channel so promotions, reminders and follow-up stay relevant and timely. For revenue teams using WhatsApp, channel access alone is not enough. Outbound messaging depends on approved templates, so buyers should evaluate how easily teams can create, submit and manage those templates without slowing campaign launches, appointment reminders or re-engagement flows. A platform that keeps WhatsApp outbound operations simple helps marketing and sales launch faster, follow up more consistently and avoid delays that cost conversions. ![A%20screenshot%20showing%20broadcast%20messages%20being%20sent%20on%20multiple%20channels](https://images.ctfassets.net/ph8r57dk1q9w/rQN5xLjp8DmwiihLcCAwS/04042113af71b7e634d854bca12d8185/Screenshot_2025-03-14_at_5.32.43_PM__1_.png) You can personalize, schedule and send broadcast messages to target audiences on the channels where customers are most active, tailor messages to each channel's unique features and audience, and create a more integrated and cohesive campaign strategy. #### Trigger promotional messages from customer actions on external platforms Businesses can trigger outreach on respond.io based on customer actions on external platforms like [Shopify](https://help.respond.io/zapier/e-commerce-integration-shopify). For example, you can send a [targeted abandoned cart message](https://help.respond.io/zapier/e-commerce-integration-shopify#manage_orders_and_carts_with_respond_io_and_shopify) to a customer who has added items to their cart but failed to complete the purchase. The message can include a discount or other incentive to encourage customers to return to the site and complete their purchase. Abandoned cart recovery is just the starting point. Connected commerce conversations help you recover revenue before purchase and protect revenue after purchase. ![An%20image%20showing%20how%20customer%20actions%20on%20platforms%20like%20Shopify%20can%20trigger%20a%20promotional%20message%20like%20abandoned%20cart%20messages](https://images.ctfassets.net/ph8r57dk1q9w/5HcE6nz5IJrqMvqq5ZTRsf/139fadccbf8c29976dd406a180d4bc64/Sleekflow_Alternative_-_Image_5.png) Before checkout, AI Agents can answer product questions, compare options and guide buyers toward the right choice. After purchase, customers can check order status, request return or exchange information and get payment follow-up without waiting for a human agent. Post-purchase is also an opportunity for upsell. Trigger personalized recommendations based on what customers bought, send restock reminders or invite them to loyalty programs. When every stage of the buyer journey is connected to your conversation platform, you turn one-time buyers into repeat customers. ### Close deals faster with advanced AI and automation capabilities For mid-market B2C businesses managing high conversation volumes, automation isn't optional — it's how revenue workflows scale without adding headcount. #### AI Agents built for the full funnel — not just support Trengo's automation was designed around support: routing tickets, answering FAQs and reducing agent workload. Respond.io's AI was built with the entire revenue cycle in mind — from the first ad click to closed deal to repeat purchase. Both platforms offer AI Agents and prompt templates. Trengo's AI Journeys builder lets you create agents with industry templates and configure tone of voice. But the agents operate primarily as support assistants: they answer questions, route conversations and escalate when they can't help. Respond.io's AI Agents go further. Here's what sets them apart: | AI capability | Respond.io | Trengo | | --- | --- | --- | | AI Agent creation | Pre-built agents with role, goal and knowledge base; prompt templates included | AI Agents with tone-of-voice templates; knowledge base training available | | AI Agents | AI Agents qualify leads, recommend products, book appointments, trigger existing Workflows and send HTTP requests to external systems mid-conversation | AI Journeys builder with routing and templates; agents assist but require human sign-off for key actions | | Voice AI Agent | AI Agents handle inbound voice calls on WhatsApp Business Calling API and VoIP — transcribing, qualifying and transferring to human agents | Not available | | Handoff to agents | Automatic handoff with AI-generated internal notes for full context | Handoff available; no auto-generated context notes | The difference is action vs assistance. Trengo's AI helps agents work faster. Respond.io's AI Agents can run entire lead capture, qualification and booking flows — then hand off a fully briefed conversation to a human when it matters most. A quick response can be the difference between losing a lead and closing a deal, so you can't afford delays. #### Streamline processes with Workflows and AI Agents Unlike Trengo, which has complicated automation setup processes, respond.io's [Workflow automation builder](https://help.respond.io/workflows/workflows-overview) gives you one visual Workflow to automate complex business processes. ![An%20image%20showing%20the%20Workflows%20automation%20builder%20of%20business%20processes](https://images.ctfassets.net/ph8r57dk1q9w/5SLsjSf1Zk2HQI180Sevpi/842cf768108b9f60503a292a6bd6c9cb/workflow_builder.png) You can plan, design and implement your workflow from A to Z with any amount of complexity in one space. This includes automating [FAQs](https://respond.io/blog/inbound-conversations), [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), [case escalations](https://respond.io/blog/escalation-management) and creating [deals or tickets](https://help.respond.io/zapier/pipedrive#add_comments_to_conversations_in_respond_io_when_new_pipedrive_deals_are_updated) in CRMs. Best of all, you can do all this from scratch or use ready-made [templates](https://help.respond.io/workflows/workflows-overview#creating_a_new_workflow_from_a_selected_template). You can also build an [AI sales agent](https://respond.io/blog/ai-sales-agent) to answer customer questions on its own before passing the conversation to a human agent. Train the AI agent based on uploaded company resources or even allow it to crawl your website to provide high quality answers. To make internal collaboration easier, AI Agents can also autogenerate internal notes for other agents' reference. Because respond.io's AI focuses only on the steps needed for each task, it delivers faster and more reliable results with fewer errors — perfect for teams handling high volumes of customer conversations. And when a human needs to step in, User Takeover ensures the AI stops immediately, keeping every handoff clean and professional across Inbox, Workflows and Integrations. For more complex operations, AI Agents are also capable of triggering your existing Workflows, making them almost as autonomous as a human agent. ![With%20respond.io%2C%20you%20can%20build%20an%20AI%20Agent%20to%20answer%20customer%20questions%20on%20its%20own%20before%20passing%20the%20conversation%20to%20a%20human%20agent.%20You%20can%20do%20all%20this%20from%20scratch%20or%20use%20ready-made%20templates.](https://images.ctfassets.net/ph8r57dk1q9w/3TqGaBumqtIBoqD254HeuP/11197d0c0d988896bf8a527b76d9afc0/ai_agent-ks_sales.jpg) Managers can also create Workflows for complicated tasks like [shift transfer](https://help.respond.io/convert-leads/route-contacts-by-shifts), [case escalation](https://respond.io/blog/escalation-management), syncing data in external CRMs and [getting customer feedback](https://respond.io/blog/csat-customer-satisfaction-score), then allow agents to launch them [with a click](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0) while talking to customers. ![A%20screenshot%20showing%20the%20shortcuts%20workflow%20to%20simplify%20complex%20processes](https://images.ctfassets.net/ph8r57dk1q9w/2vy3PGI5KHGpcF4zhAp9qg/d8db8477576885fe965dff403d1942a7/shortcut.png) Now that you know how respond.io's automation works, it's important to highlight one of the critical components of improving customer satisfaction: [auto assigning conversations](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to agents quickly. Before that, note that Trengo only allows manual conversation assignment or round-robin auto-assignment. #### Auto assign conversations based on team function and customer needs There are two ways for businesses to automatically assign new conversations on respond.io: Round-robin for equal workload distribution or assign them to agents with the least conversations open. Round-robin assignments ensure each sales agent has an equal opportunity to convert leads and earn their commissions. ![An%20image%20showing%20the%20auto-assignment%20feature%20of%20conversations%20among%20agents](https://images.ctfassets.net/ph8r57dk1q9w/4nAkgxpbg3nsK8EfKeUlsr/f5a92473931640dec568513c791eee69/Sleekflow_Alternative_-_Image_16.png) Assigning agents with the least conversations lets businesses provide a better customer experience. This is because it connects customers with available agents quickly and reduces wait times and resolution times. As for new conversations, businesses can assign them to a new agent and route returning customers with a history of interactions to the [same agent who handled their case before](https://respond.io/blog/august-2021-release-the-new-contact-import-dont-unassign-when-conversation-is-closed-and-platform-localization-in-spanish#toc-mobile-5). ![An%20image%20showing%20how%20to%20auto%20assign%20inbound%20conversations%20to%20agents%20quickly](https://images.ctfassets.net/ph8r57dk1q9w/1LqtSgIx0ZSnYxXyQBOMjH/5b35ec02abf53a10fb682570fd617c29/Sleekflow_Alternative_-_Image_4.png) This approach gives agents the context to address recurring or related issues and build long-term relationships with customers. Consequently, customers can receive a more personalized and efficient experience. To prioritize high-value customers who contribute substantially to revenue, businesses usually provide them with a dedicated agent as a primary point of contact for all their needs. These agents will work closely with the customer to understand their goals or desires. Then, provide guidance and support to help them achieve their desired outcomes. ![An%20image%20showing%20assigning%20high-value%20leads%20to%20dedicated%20agents](https://images.ctfassets.net/ph8r57dk1q9w/2ahpJ72xEDVThOTgEamMdk/4e5597940e151a9155b4ecaba6f0ae39/Sleekflow_Alternative_-_Image_7.png) Since high-value customers are crucial to the success of any business, it is important that companies minimize any difficulties or inconveniences they may face while interacting with their brand. #### Respond quickly, accurately and professionally with AI With respond.io, agents can leverage AI capabilities to answer inquiries promptly and efficiently. [Respond AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) allow agents to refine their messages, ensuring clarity and precision in communication. They can also translate messages into different languages, reducing potential language barriers. ![An%20image%20showing%20the%20Respond%20AI%20Assist%20feature](https://images.ctfassets.net/ph8r57dk1q9w/1WGrsuTgl2anysaEws5ih6/36f1d396850a4ad529c0b4de5f5e70c7/ai-prompt-3_0ff689c8f498f89239e575bcbf133dd2.gif) Moreover, tools like AI Assist can be a game-changer for providing agents with quick replies based on customer context. Agents can also transcribe inbound voice notes on demand with a single click, making audio messages easy to review and share across the team. This rapid access to information allows agents to respond quickly and accurately to customer inquiries, enhancing response times and contributing to a more [satisfying customer experience](https://respond.io/blog/ai-customer-experience). While Trengo now offers similar AI capabilities, they are less mature and incur add-on fees. Now that we've shown how respond.io improves customer conversations, let's explore the benefits of advanced analytics. ### Boost business results with analytics and lifecycle tracking Analytics should show revenue leaders what needs attention today, not just summarize activity. The useful views are practical: which lead sources start qualified conversations, how broadcasts perform, how many contacts sit in each lifecycle stage, why opportunities are marked lost, how quickly agents respond and whether handoffs keep momentum or create delay. With that visibility, a CEO, Marketing Manager or Sales Manager can find funnel drop-off faster, see which campaigns deserve more budget, spot routing gaps, coach slower follow-up and measure whether conversation workflows are creating revenue instead of just generating message volume. #### Get marketing performance insights with broadcast analytics To gauge the success of campaigns, businesses can get insights and data to help improve their next campaign's strategy and efficacy. ![An%20image%20of%20the%20marketing%20insights%20gained%20from%20broadcast%20analytics](https://images.ctfassets.net/ph8r57dk1q9w/1eCnguELylqSWtHkMtrtHG/9d0cd015b07706ebc90a0612aeab934d/Sleekflow_Alternative_-_Image_14.png) By analyzing the performance of previous campaigns, businesses can identify what worked well and what didn't, understand their audience's behavior and preferences, and optimize their outreach, targeting and channels accordingly. #### Track the customer lifecycle through the full funnel Additionally, respond.io's [Lifecycle feature](https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle) enables you to label contacts with lead status so agents can instantly see which leads to prioritize. These labels can also be used for campaign targeting and to provide context on whether a contact made a purchase before. ![gif%20showing%20how%20respond.io%27s%20lifecycle%20tracking%20feature%20works](https://images.ctfassets.net/ph8r57dk1q9w/2Q3iBvnvNC8tnT77p2NRs/8722ea80d4cc15fc833b03c0c5dd4eb8/lifecycl-4.gif) To analyze what may have caused leads to drop off at any point in the sales process, use the Lost Stages feature to set labels like Cold Lead, Unqualified or Lost to Competitor. Lifecycle stages can not only be used in the inbox but are also visible in the dashboard so it's easy to track how many leads are in each stage. #### Enrich data with HubSpot, Salesforce and other integrations Mid-market B2C businesses often store customer data in a CRM like HubSpot or Salesforce, so integration with these is a must-have in a conversation management platform. CRMs are seen as a single source of truth and switching between platforms to gain more context on a customer is a hassle. Respond.io offers native [HubSpot](https://respond.io/blog/hubspot-integration) and [Salesforce integrations](https://respond.io/blog/salesforce-integration) on all plans, so agents can open customer relationship management (CRM) records directly from the conversation and work with full context instead of switching tabs. That matters because native access keeps lead source, lifecycle stage, purchase history and next action visible inside the conversation, while connector-only setups can add extra steps, extra tools or plan-dependent limits before teams get the same context. When marketing, sales and support stay synced in one customer record, teams qualify faster, hand off with less friction and lose fewer high-intent opportunities between stages. Beyond native CRM access, [Zapier](https://help.respond.io/l/en/zapier/zapier), [Make](https://help.respond.io/l/en/integrations/make) and custom channels help connect lead forms, booking systems, marketing tools and internal platforms to the same customer conversation management workflow. AI Agents can qualify leads, update lifecycle stages, trigger workflows and route by intent while synced data keeps every team working from the same customer history. ![Gif%20showing%20how%20respond.io%20allows%20users%20to%20enrich%20data%20from%20HubSpot%20with%20a%20click](https://images.ctfassets.net/ph8r57dk1q9w/Cg3TpTeSjx8aRvts3SKU1/5d412325e3ca53ec5beaac5e3a87bc15/hubspot_button.png) Because respond.io pricing scales by Monthly Active Contacts (MAC), teams can extend these workflows across more users and touchpoints without making every added seat the main cost driver. The result is less manual copying, faster follow-up and better continuity from first inquiry to repeat purchase. Now that we've shown how respond.io allows you to measure success throughout the funnel, let's explore the benefits of using a reliable platform. ### Achieve success with a reliable platform and customer support Reliability and excellent customer support from solution providers like Trengo and respond.io are important because mid-market B2C businesses depend on these platforms to run revenue-critical conversation workflows around the clock. Trengo's support is limited from Monday to Friday, 9 am to 5.30 pm Central European Time, so businesses cannot reach them when there are critical issues outside these hours. In contrast, respond.io provides superior reliability and support. Let's explore how. #### Robust platform stability for consistent operations Having a reliable platform is crucial for maintaining consistent operations — especially when mid-market B2C businesses rely on it to handle high conversation volumes without missing a lead or dropping a customer. ![An%20image%20showing%20respond.io%20being%20a%20stable%20platform%20for%20high%20volume%20messages%20across%20channels](https://images.ctfassets.net/ph8r57dk1q9w/5qdjbKzhVkRZE519ZPulci/46207d59f0075480e6bdb6b5cf4d88a9/Sleekflow_Alternative_-_Image_8.png) Because respond.io is built to handle high volumes of customer conversations without downtime, rest assured that your operations will remain uninterrupted. So, you can focus on converting customers and tending to their queries promptly. #### Get channels and automation live without a long rollout Implementation speed matters when conversations drive revenue. A harder learning curve does more than frustrate teams — it delays campaign launches, slows lead follow-up and increases handoff mistakes between marketing, sales and support while people are still figuring out the system. For mid-market B2C businesses, ease of use should be judged by how quickly teams can move from setup to live conversations without heavy technical help. During the trial, buyers should test three basics. Can the team connect WhatsApp and other key messaging, social, voice and email channels quickly, rebuild one real routing or qualification flow and get agents working with ownership, notes and full customer history in the same platform? Respond.io helps teams do that faster with ready-made Workflow templates, AI Agents and 24/5 support, so value can be proven before rollout rather than after a long onboarding cycle. For mid-market B2C businesses with active campaigns, multiple branches or seasonal peaks, faster implementation means fewer missed leads, quicker campaign activation and less disruption to ongoing conversations. #### Get speedy assistance with 24/5 human support & 24/7 AI Agent support When something breaks in a revenue-critical conversation workflow, support availability is only part of the decision. Buyers should also verify how quickly the vendor responds, whether there is a clear escalation path for broken routing or template issues and whether live chat or call support is included when active campaigns are at risk. Faster help protects lead flow, approved templates, routing continuity and sales follow-up during peak demand. ![An%20image%20of%20the%2024/5%20multilingual%20support%20for%20businesses%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/3n0KPFWMLQzvMd7iStz44d/9d608234e98ef24fd42213b501dcbc07/Sleekflow_Alternative_-_Image_11.png) Respond.io provides 24/5 live chat and call support for billing, platform navigation and troubleshooting, with an AI Agent available 24/7 outside those hours. That gives mid-market B2C teams a faster route to help when a live workflow needs attention instead of waiting for the next office window to reopen. Trengo's support runs Monday to Friday, 9am to 5:30pm CET. If an issue hits outside those hours, you're on your own. ##### Get dedicated support from a Customer Success Manager Enterprises with complex needs can work with a customer success manager to get the most out of the platform. They specialize in providing personalized support for planning and setting up workflows, integrating your platform with third-party tools through webhooks and APIs, and more. ![An%20image%20of%20the%20perks%20of%20working%20with%20a%20dedicated%20customer%20success%20manager%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2qg7zxu1uPjvzKF5Dmn1EN/b6b502e8fc94feb9cfe4b8b6617f8021/Sleekflow_Alternative_-_Image_15.png) With a dedicated customer success manager aboard, you'll learn the true potential of the platform and leverage it to achieve success like [many of our customers](https://respond.io/customers). Now that you know what respond.io has to offer, let's compare which pricing plan gives you maximum value. ### The best solution for maximum value Plans and pricing are some of the most important factors businesses look at before deciding to use a product. This section will compare Trengo and respond.io's plans to help you decide which platform provides the best value for mid-market B2C teams driving revenue through conversations. #### Entry-level plans: respond.io vs Trengo Respond.io's Starter plan includes every channel your customers are on — WhatsApp, TikTok, LINE, Viber, WeChat and more — plus WhatsApp Business Calling API and VoIP. Even at entry level, your team gets AI Assist, AI Prompts and AI Summaries built in, giving customer-facing agents everything they need to reply faster and more accurately. Trengo's Boost plan at $350/month doesn't support TikTok, LINE or Viber, and charges extra for broadcasting on every plan. **Respond.io vs Trengo entry-level plans** | | Respond.io (Starter Plan) | Trengo (Boost Plan) | | --- | --- | --- | | Price | $99/month | $350/month | | Seats | 5 | 10 | | Channels | WhatsApp, TikTok, Facebook Messenger, Instagram, Telegram, LINE, WeChat, Viber, SMS, Email, Custom, WhatsApp Business Calling API, VoIP | WhatsApp, Instagram, Facebook Messenger, Telegram, Webchat, SMS, VoIP, Custom | | AI Features | AI Assist, AI Prompts, AI Summaries | AI Agent (HelpMate), AI Journeys | | Additional Fees | - | Automation Flowbots, Conversation fees, Broadcasting (add-on), AI Journeys | The bigger pricing question is what makes the invoice grow after the team is live. Buyers should inspect bundled seats that force teams to pay for capacity they do not need yet, conversation caps that turn strong campaign response into overages, separate AI charges as automation usage rises and paid broadcast or voice add-ons that sit outside the base plan. Those are the cost triggers that make monthly spend harder to forecast once more campaigns, more follow-up and more internal teams are running at the same time. Respond.io uses Monthly Active Contacts (MAC) pricing instead. Cost tracks the number of contacts a business actively speaks to in a month, which is easier to plan around when marketing, sales and support all work in the same customer conversation management platform. That gives mid-market B2C teams a clearer way to scale campaigns, handoffs and AI Agent-led follow-up without turning every usage spike into a separate billing surprise. That model also reduces friction when more internal teams need access. Marketing, sales and support can work from the same customer conversation management platform without turning every added user into the main cost driver. Businesses on Trengo's $350 Boost plan get email and messaging support only. Respond.io includes 24/5 live chat and call support on all plans, plus 24/7 AI agent support. #### Value-filled plan for fast-growing businesses Respond.io's Growth Plan at $199/month is where AI Agents come online — qualifying leads, booking appointments, updating lifecycle stages, triggering workflows and more. Pricing scales by Monthly Active Contacts (MAC), so cost planning follows the number of active contacts a business is managing in a month rather than charging by every added user. By contrast, some alternatives combine seat-based plans with usage charges and paid add-ons. That makes budgeting harder when conversation volume grows or more teams need access. Trengo's Pro plan at $584/month includes AI Journeys and AI Agent (HelpMate), but broadcasting remains an add-on on every plan. As your conversation volume grows, those add-on costs compound. Every spike in lead volume or campaign success comes with a bigger invoice — at exactly the moment you should be focused on results, not billing. Respond.io's Growth Plan gives you full Workflow automation, AI Agents, broadcasts across six channels and HubSpot/Salesforce integrations — all included. | | Respond.io (Growth Plan) | Trengo (Pro Plan) | | --- | --- | --- | | Price | $199/month | $584/month | | Seats | 10 | 20 | | Channels | WhatsApp, TikTok, Facebook Messenger, Instagram, Telegram, LINE, WeChat, Viber, SMS, Email, Custom, WhatsApp Business Calling API, VoIP | WhatsApp, Instagram, Facebook Messenger, Telegram, Webchat, SMS, VoIP, Custom | | AI Features | Full AI Agents — qualify leads, book appointments, handle support, answer calls autonomously | AI Agent (HelpMate) + AI Journeys — agent-assist with human sign-off for key actions | | Automation | Workflows automation — chats, routing, integrations, HTTP requests, all included | Requires add-on fees | | Additional Fees | - | Automation Flowbots, Conversation fees, Broadcasting (add-on) | For mid-market B2C businesses scaling their revenue conversation operations, respond.io isn't just a platform with more features — it's built to scale with you rather than charge you more for growing. ### Trengo alternative: Why respond.io? Trengo works well for small support teams managing straightforward inbound conversations. But for mid-market B2C businesses where customer conversations drive revenue, it hits a ceiling — in channel coverage, AI autonomy, voice capability, and cost predictability. Respond.io is one of the most versatile conversation management platforms built for mid-market B2C businesses running revenue-critical conversation workflows. Its [advanced AI](https://respond.io/blog/ai-sales-agent) and automation capabilities enable businesses to streamline their processes in one place — from first ad click to repeat purchase — with significantly less manual effort. And with [WhatsApp Business Calling API](https://help.respond.io/whatsapp/whatsapp-business-calling-api), businesses now have Voice AI Agents that can handle inbound calls autonomously. Most importantly, respond.io's high uptime can meet the demands of mid-market B2C businesses handling high conversation volumes across revenue-critical workflows. It provides free high-quality support 24/5 to help customers whenever they need it, while Enterprise users have a dedicated customer success manager. ![An%20image%20of%20the%20reasons%20respond.io%20is%20a%20better%20fit%20for%20businesses](https://images.ctfassets.net/ph8r57dk1q9w/1DrFoLMYw4pqXUzJr9WRmk/210938d0bbb3acfb0db4e880d4bd3116/Practical_Guide___Trengo_Alternative_Update_Image_2.png) With all this in hand, mid-market B2C businesses can build the kind of customer experience that drives repeat revenue — not just resolved tickets. If you're considering migrating from Trengo to respond.io, [contact our support team](https://respond.io/contact) for the migration steps. You can migrate all your channels to respond.io including WhatsApp API while keeping the same WhatsApp API number. Are you ready to get started with respond.io? [Sign up for a free trial](https://app.respond.io/user/register) and experience powerful automation like no other platform! ### Further reading Want to learn more about respond.io? Here are some readings that might interest you. - Inbound Conversation Workflows: A How-To Guide - Chat Routing: Contact Routing with the respond.io - Auto Assignment: Automatic Assignment with respond.io ## [Turbocharge Your Conversation Management with Auto Assignment](https:/respond.io/blog/auto-assignment) Are you tired of manually assigning conversations? Let's explore the power of automatic assignment and strategies to supercharge your business. Considering auto assignment for your business? You're in the right place! In this guide, we'll break down what automatic assignment is, compare it with manual assignment and share strategies to enhance team efficiency and customer communication. We'll also discuss the significance of a reliable software for auto assignment and introduce essential best practices for its setup. ### What is Automatic Assignment? Auto assignment is the process of automatically distributing [inbound conversations](https://respond.io/blog/inbound-conversations) to the right agents within a team. This dynamic approach eliminates the need for manual intervention, allowing for a swift and efficient allocation of conversations based on predefined criteria. That said, let's look at the difference between manual assignment and auto-assignment. ### Automatic Assignment vs Manual Assignment There are two types of commonly encountered conversation assignment methods: manual and automatic assignment. Below, we’ll dive into when manual assignment is used and why you need to use automatic assignment. #### When to Use Manual Assignment Manual assignment is an assignment method where managers distribute conversations without established rules using human judgment. This includes assigning conversations based on their knowledge of the available resources, the skills and expertise of agents, the urgency of tasks and other relevant factors. Small companies that receive low volumes of inbound conversations or businesses in their early stages often adopt this assignment method. ![Manual%20assignment%20is%20an%20assignment%20method%20where%20managers%20assign%20conversations%20without%20established%20rules%20using%20human%20judgment.%20This%20includes%20assigning%20conversations%20based%20on%20their%20knowledge%20of%20the%20available%20resources%2C%20the%20skills%20and%20expertise%20of%20agents%2C%20the%20urgency%20of%20tasks%20and%20other%20relevant%20factors.%20Small%20companies%20that%20receive%20low%20volumes%20of%20inbound%20conversations%20or%20businesses%20in%20their%20early%20stages%20may%20adopt%20this%20assignment%20method.%20However%2C%20as%20the%20volume%20of%20conversations%20grows%2C%20businesses%20will%20face%20challenges%20like%20uneven%20conversation%20distribution%20among%20agents%2C%20inability%20to%20track%20which%20conversations%20have%20and%20have%20not%20been%20assigned%20and%20more.%20That%u2019s%20why%20businesses%20looking%20to%20message%20at%20scale%20must%20start%20using%20automatic%20assignment.](https://images.ctfassets.net/ph8r57dk1q9w/3ewjQxe6vf6FoHqCrRoONh/c28779b4ba5b5eb7ec56aa9bd363cc45/concepts-auto-assignment-20-image-01_489a77b07f9aa2d48fd17ee08d0e93a2.png) However, as the volume of conversations grows, businesses will face challenges like uneven conversation distribution among agents, inability to track which conversations have and have not been assigned and more. That’s why businesses looking to message at scale must start using automatic assignment. Let’s explore the advantages of using auto assignment. #### Benefits of Using Automatic Assignment Businesses that use auto-assignment rely on automation to distribute conversations based on predetermined rules or criteria. This method is particularly beneficial when businesses receive high volumes of messages and have multiple teams of agents. One of its advantages is its remarkable ability to reduce error rates. While manual assignment can be prone to oversights such as missing conversations or assigning conversations to the wrong agent, auto-assignment ensures heightened accuracy. ![Why%20use%20auto%20assignment%3F%20Businesses%20that%20use%20auto-assignment%20rely%20on%20automation%20to%20distribute%20conversations%20based%20on%20predetermined%20rules%20or%20criteria.%20This%20method%20is%20particularly%20beneficial%20when%20businesses%20receive%20high%20volumes%20of%20messages%20and%20have%20multiple%20teams%20of%20agents.%20One%20of%20its%20advantages%20is%20its%20remarkable%20ability%20to%20reduce%20error%20rates.%20While%20manual%20assignment%20can%20be%20prone%20to%20oversights%20such%20as%20missing%20conversations%20or%20assigning%20conversations%20to%20the%20wrong%20agent%2C%20auto-assignment%20ensures%20heightened%20accuracy.%20Additionally%2C%20an%20automatic%20assignment%20process%20can%20be%20customized%20to%20ensure%20fairness%20and%20adherence%20to%20predefined%20rules%2C%20resulting%20in%20a%20more%20even%20and%20unbiased%20conversation%20distribution%20among%20agents.%20As%20conversations%20are%20assigned%20instantly%2C%20agents%20can%20fully%20focus%20on%20providing%20prompt%20and%20effective%20responses%20to%20customer%20inquiries%20and%20issues.%20Simultaneously%2C%20managers%20can%20dedicate%20their%20time%20to%20higher-value%20tasks%20such%20as%20reviewing%20conversations%2C%20refining%20workflows%20and%20training%20agents.](https://images.ctfassets.net/ph8r57dk1q9w/17uYiGEyDhdowSemnfn5RZ/ee5127a08929746bffe4e639e6b13e23/concepts-auto-assignment-20-image-02_aea56c8c239fbaec417ba6c7c3f89859.png) Additionally, an automatic assignment process can be customized to ensure fairness and adherence to predefined rules, resulting in a more even and unbiased conversation distribution among agents. As conversations are assigned instantly, agents can fully focus on providing prompt and effective responses to customer inquiries and issues. Simultaneously, managers can dedicate their time to higher-value tasks such as reviewing conversations, refining workflows and training agents. Now that you know how you can benefit from using automatic assignments, let's explore the different strategies you can use based on your use case. ### Automatic Assignment Strategies for Different Use Cases In this section, we will discuss methods to optimize automatic assignment for the needs and priorities of a specific team or customer. If you have multiple teams, you’ll need to use [chat routing strategies](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) before jumping to auto assignment strategies. That said, let's look at the recommended auto assignment strategies based on team function and customer status. #### Auto Assignment Logic Based On Team Function Efficiently assigning conversations to the right agent within a team ensures that customers are conversing with the best agent for their case. Below, we’ll explore the auto assignment logic you can use based on team function. ##### Auto Assignment Logic for Sales Teams Sales teams view contacts as leads. As every conversation is an opportunity for sales agents to convert leads and earn commissions, even conversation distribution among team members is crucial. ![lead%20assignment%20rules%3A%20Sales%20teams%20view%20contacts%20as%20leads.%20As%20every%20conversation%20is%20an%20opportunity%20for%20sales%20agents%20to%20convert%20leads%20and%20earn%20commissions%2C%20an%20even%20distribution%20of%20leads%20among%20team%20members%20is%20crucial.](https://images.ctfassets.net/ph8r57dk1q9w/1yVPe7SkFpxToMUq38Xy2u/c54b525421338f3514b43a17e2ffd2af/concepts-auto-assignment-20-image-03_72d67254196dfbf158fe17020a74e521.png) To achieve this balance, round-robin assignment is an excellent strategy. Many businesses also add a step before this: assigning new leads first to an [AI Agent](https://respond.io/ai-agents) to qualify them automatically and capture key details. Once the AI Agent qualifies the lead, it can assign qualified leads to salespeople and close conversations with unqualified leads with a summary that sales agents can review later. ##### Auto Assignment Logic for High-Quality Support Teams Companies that view support teams as a competitive advantage aim to deliver exceptional support experiences. To connect customers with the right help quickly, businesses can route conversations in two steps: first to an AI Agent for FAQs or straightforward troubleshooting, then by least-open logic to a human agent if the inquiry is complex or confidence is low. This hybrid approach balances speed and accuracy, letting AI Agents cover repetitive tasks while agents handle high-value cases. ![Auto%20Assignment%20Logic%20for%20High-Quality%20Support%20Teams%3A%20Companies%20that%20view%20support%20teams%20as%20a%20competitive%20advantage%20aim%20to%20deliver%20exceptional%20support%20experiences.%20To%20connect%20customers%20with%20an%20agent%20quickly%20to%20solve%20their%20issue%2C%20assign%20incoming%20conversations%20to%20agents%20with%20the%20fewest%20open%20conversations.%20This%20approach%20grants%20agents%20a%20manageable%20number%20of%20conversations%20to%20handle%20simultaneously%2C%20allowing%20them%20to%20focus%20intensively%20on%20each%20interaction.%20As%20a%20result%2C%20customers%20get%20quicker%20responses%20and%20resolutions%2C%20which%20elevates%20customer%20satisfaction.](https://images.ctfassets.net/ph8r57dk1q9w/43WgjH7PBIIqr1ViNtMdsZ/fcd77b354bc20f90ff5dc533a1b71af6/concepts-auto-assignment-20-image-05_0fe5ae3ed2a82a1addfdfcca61c7e311.png) This approach grants agents a manageable number of conversations to handle simultaneously, allowing them to focus intensively on each interaction. As a result, customers get quicker responses and resolutions, which elevates customer satisfaction. ##### Auto Assignment Logic for Low-Cost Support Teams For companies considering support teams as a cost center, cost reduction is a priority. In this scenario, support agents often deal with more conversations concurrently than those in high-quality support teams. This is why they are also encouraged to end conversations as quickly as possible. ![Auto%20assignment%20logic%20for%20low-cost%20support%20teams%3A%20For%20companies%20considering%20support%20teams%20as%20a%20cost%20center%20rather%20than%20a%20competitive%20advantage%2C%20cost%20reduction%20is%20a%20priority.%20In%20this%20scenario%2C%20support%20agents%20often%20deal%20with%20multiple%20conversations%20simultaneously.%20Therefore%2C%20they%20are%20also%20encouraged%20to%20resolve%20them%20as%20quickly%20as%20possible.%20Given%20the%20overarching%20objective%20of%20cost%20savings%2C%20the%20optimal%20automatic%20assignment%20method%20is%20round-robin%20with%20a%20condition%20to%20assign%20conversations%20to%20online%20agents%20only.%20This%20approach%20ensures%20that%20conversations%20are%20transferred%20equally%20among%20available%20support%20agents%2C%20aligning%20seamlessly%20with%20the%20core%20goal%20of%20efficient%20resource%20allocation.%22](https://images.ctfassets.net/ph8r57dk1q9w/90eMLNwL9wwkJ502rLYgq/7a4eb5277af7487b200c4e332147ddc6/concepts-auto-assignment-20-image-04_b77c33e7f19c26a71fb3fcbff5fb0c1b.png) Given the overarching objective of cost savings, the optimal automatic assignment method is round-robin with a condition to assign conversations to online agents only. This approach ensures that conversations are assigned equally among available support agents. However, many businesses also assign conversations first to an AI Agent to answer FAQ and even resolve issues entirely on its own. If the customer still requires human assistance, the AI Agent can route the conversation via round-robin. Now that you know some strategies for assigning conversations based on team function, let’s look at how you can assign conversations based on customer status. #### Auto Assignment Logic Based On Customer Status Some businesses can benefit from automatic assignment logic based on customer status as they provide a personalized support experience. Let's look at some of the assignment logic you can implement. ##### Auto Assignment Logic for New and Returning Customers When a customer contacts you, there are two potential scenarios. They could either be a new customer or a returning one. Based on this, businesses can assign new customers to new agents and assign returning customers who have an interaction history to the previous agent responsible for their case. ![When%20a%20customer%20contacts%20you%2C%20there%20are%20two%20potential%20scenarios.%20They%20could%20either%20be%20a%20new%20customer%20or%20a%20returning%20one.%20Based%20on%20this%2C%20businesses%20can%20assign%20new%20customers%20to%20new%20agents%20and%20route%20returning%20customers%20who%20have%20an%20interaction%20history%20to%20the%20previous%20agent%20responsible%20for%20their%20case.%20This%20way%20agents%20can%20build%20a%20stronger%20relationship%20with%20existing%20customers%20and%20develop%20a%20deeper%20understanding%20of%20their%20needs%20and%20preferences.%20As%20a%20result%2C%20customers%20can%20get%20a%20more%20personalized%20and%20effective%20support%20experience.](https://images.ctfassets.net/ph8r57dk1q9w/1fB8Kk2l3sIMjA6uKn58Kw/4d9b9cf2e800310c8e9059d0725acf42/concepts-auto-assignment-20-image-06_ba260da68511482e7fb1b9cbf2788f19.png) This helps agents build a stronger relationship with existing customers and develop a deeper understanding of their needs and preferences. As a result, customers can get a more personalized and effective support experience. ##### Assignment Logic for High-Value Customers High-value customers are important as they contribute substantially to a business's revenue. Recognizing this, businesses that want to prioritize them can assign high-priority customers to a dedicated agent. With a dedicated agent auto assignment strategy, high-priority customers will have a primary point of contact for all their needs. ![High-value%20customers%20are%20important%20as%20they%20contribute%20substantially%20to%20a%20business%27s%20revenue.%20Recognizing%20this%2C%20businesses%20that%20want%20to%20prioritize%20them%20can%20assign%20high-priority%20leads%20and%20customers%20to%20a%20dedicated%20agent.%20With%20dedicated%20agent%20assignments%2C%20high-priority%20leads%20and%20customers%20will%20have%20a%20primary%20point%20of%20contact%20for%20all%20their%20needs.%20The%20agent%20will%20work%20closely%20with%20the%20customer%20to%20understand%20their%20goals%20or%20desires%20and%20provide%20personalized%20guidance%20and%20support%20to%20help%20achieve%20them.](https://images.ctfassets.net/ph8r57dk1q9w/5iaMqSTcHgtVwmdZs6WrN2/3167382ccbee8fe9ce35ce688900c42c/concepts-auto-assignment-20-image-07_2ad75decf658b31cd5f80013d4688f0c.png) The agent will work closely with the customer to understand their goals or desires and provide personalized guidance and support to help achieve them. This assignment logic can also be used to prioritize high-value leads. By now, you should know which strategy is the best for your business. However, to implement an automatic assignment strategy that perfectly caters to your business needs, it is essential to have a software with powerful automation capabilities. It should allow you to build auto assignment workflows with multiple strategies, no matter the complexity of your operations. On that note, let’s take a look at how respond.io can help you achieve your desired auto assignment strategy. ### Automatic Assignment: Robust Platform for Complex Operations Respond.io is a customer conversation management software that allows you to connect all the communication channels your customers use. This includes instant messaging channels like [WhatsApp](https://respond.io/blog/whatsapp-business), [Instagram](https://respond.io/blog/instagram-business-chat), [Facebook Messenger](https://respond.io/blog/facebook-business-chat) and [Telegram](https://respond.io/blog/telegram-for-business) along with traditional channels like email, webchat and [SMS](https://respond.io/blog/business-sms). It allows you to provide a true [omnichannel experience](https://respond.io/blog/omnichannel-communication#toc-mobile-2) to your customers, send [broadcast messages](https://help.respond.io/broadcasts-module/broadcasts-overview) on multiple channels, track agent performance with [comprehensive reports](https://help.respond.io/dashboard-reporting/reports-overview) and most importantly build advanced automation. With respond.io’s [Workflows](https://help.respond.io/workflows/workflows-overview), you can build automation for complex business processes from scratch or via [templates](https://help.respond.io/workflows/workflows-overview#creating_a_new_workflow_from_a_selected_template). You can apply any of the strategies we’ve discussed earlier with [advanced settings](https://help.respond.io/workflows/step-assign-to#advanced_settings) like only assigning conversations to online agents and setting maximum conversation limits per agent. AI Agents can be used as first point of contact to reply to messages and then the agent can route the conversations as needed. AI Agents can also [trigger Workflows](https://respond.io/help/ai-agents/using-ai-agent-actions#trigger-workflow) to keep all processes moving while adding tags and leaving [internal comments](https://respond.canny.io/changelog/ai-agents-can-now-add-internal-comments) that capture context for smooth handovers. Use [prompt templates](https://respond.io/help/ai-agents/using-prompt-templates) to ensure your AI Agent has the correct instructions to route conversations correctly based on your assignment logic. Now that you know what respond.io can do, we’ll explore some of the best practices you can apply when building your automatic assignment workflow. ### Auto Assignment Best Practices to Manage Customer Expectations Establishing the right expectations can enhance customer satisfaction during waiting periods and minimize the negative impact of unmet expectations. ![Establishing%20accurate%20expectations%20can%20significantly%20mitigate%20the%20potential%20for%20customer%20dissatisfaction%20during%20waiting%20periods%u2014provided%20those%20expectations%20are%20subsequently%20met.%20Skillfully%20implementing%20these%20strategies%20not%20only%20enhances%20the%20overall%20customer%20satisfaction%20and%20experience%20but%20also%20minimizes%20the%20negative%20impact%20of%20unmet%20expectations.%20](https://images.ctfassets.net/ph8r57dk1q9w/5c4xzFTPhluMjzU2ean8DM/8891b6503d6ee0b982c99da0a619d968/concepts-auto-assignment-20-image-08_e4f99619161a11f34ae9c61c4bbf43f8.png) Let's explore some best practices that will help you manage customer expectations effectively. #### Auto Assignment: Assigned to Agent Message Sometimes, agents may take a few additional minutes to respond after the conversation has been automatically assigned to them. However, due to the lack of context, customers might leave the conversation thinking no one is attending to them. This can be fixed by simply sending a message informing that the conversation has been assigned to an agent. The message can include the agent's name and the anticipated response time. ![Sometimes%2C%20agents%20may%20take%20a%20few%20additional%20minutes%20to%20respond%20after%20the%20conversation%20has%20been%20automatically%20assigned%20to%20them.%20However%2C%20due%20to%20the%20lack%20of%20context%2C%20customers%20might%20leave%20thinking%20no%20one%20is%20attending%20to%20them.%20This%20can%20be%20fixed%20by%20simply%20sending%20a%20message%20informing%20that%20the%20conversation%20has%20been%20assigned%20to%20an%20agent.%20The%20message%20can%20include%20the%20agent%27s%20name%20and%20the%20anticipated%20response%20time.%20By%20doing%20so%2C%20you%20offer%20a%20sense%20of%20reassurance%20to%20customers%20who%20are%20aware%20that%20they%20will%20soon%20engage%20in%20a%20conversation%20with%20a%20human%20agent.%20As%20a%20result%2C%20they%20become%20more%20inclined%20to%20patiently%20await%20a%20response.%22](https://images.ctfassets.net/ph8r57dk1q9w/5nQtkqpMBCgRkSNSyzynau/ed6efd7101719952b5f81a84fe418bdc/concepts-auto-assignment-20-image-09_7f8088ac497e95d107aa338e0d32612c.jpg) By doing so, you offer a sense of reassurance to customers who are aware that they will soon engage in a conversation with a human agent. As a result, they become more inclined to patiently await a response. #### Auto Assignment: Business Hours Away Message Not all companies operate round the clock. While some regular customers might be aware of your business hours, others may not be. To address this, it's essential to notify customers you're unavailable when they reach out outside your business hours. ![Not%20all%20companies%20operate%20round%20the%20clock.%20While%20some%20regular%20customers%20might%20be%20aware%20of%20your%20business%20hours%2C%20others%20may%20not%20be.%20To%20address%20this%2C%20it%27s%20essential%20to%20notify%20customers%20you%27re%20unavailable%20when%20they%20reach%20out%20outside%20your%20business%20hours.%20Your%20message%20can%20include%20your%20business%20hours%20and%20the%20expected%20response%20time.%20This%20keeps%20customers%20informed%20and%20helps%20minimize%20potential%20frustration%20during%20wait%20times.%20Furthermore%2C%20it%20assures%20customers%20that%20they%20will%20receive%20support%20from%20agents%20as%20soon%20as%20help%20is%20available.%22](https://images.ctfassets.net/ph8r57dk1q9w/12LYF2yS8bNTE4QW9EfTC3/5b8dd5005b04836cf81f653455bc2927/concepts-auto-assignment-20-image-10_2423952042b9d5b30f90c5dffdcf0323.jpg) Your message can include your business hours and the expected response time. This keeps customers informed and helps minimize potential frustration during wait times. Don't forget to inform customers that they will receive support from agents as soon as help is available. #### Auto Assignment: Overcapacity Message When agents are at maximum capacity, it will take longer than usual for conversations to be assigned to an agent. As a result, customers might prematurely exit the conversation under the assumption that they won't receive the necessary support. To address this issue, send an overcapacity message to inform them that you’re currently experiencing a high volume of inquiries. Your message can include an apology for the delay, an update on their position in the queue and an estimated response time. ![When%20agents%20are%20at%20maximum%20capacity%2C%20it%20will%20take%20longer%20than%20usual%20for%20conversations%20to%20be%20assigned%20to%20an%20agent.%20As%20a%20result%2C%20customers%20might%20prematurely%20exit%20the%20conversation%20under%20the%20assumption%20that%20they%20won%27t%20receive%20the%20necessary%20support.%20To%20address%20this%20issue%2C%20send%20an%20overcapacity%20message%20to%20inform%20them%20that%20you%u2019re%20currently%20experiencing%20a%20high%20volume%20of%20inquiries.%20Your%20message%20can%20include%20an%20apology%20for%20the%20delay%2C%20an%20update%20on%20their%20position%20in%20the%20queue%20and%20an%20estimated%20response%20time.%20This%20assures%20customers%20that%20their%20concerns%20are%20acknowledged%20and%20not%20overlooked.%20By%20understanding%20the%20underlying%20reason%20for%20the%20wait%2C%20customers%20gain%20context%2C%20which%20often%20proves%20pivotal%20in%20preventing%20them%20from%20abandoning%20the%20conversation%20prematurely.%22](https://images.ctfassets.net/ph8r57dk1q9w/7IsmlKATJAzIJrHnk3g7G7/ffcf9a54b2f1769e5a678e694a814ac5/concepts-auto-assignment-20-image-11_cfd487e83add4779a2d7de07fba1ad3c.jpg) This assures customers that their concerns are acknowledged and not overlooked. By understanding the underlying reason for the wait, customers gain context, which often proves crucial in keeping customers from leaving the conversation too soon. Beyond these, when using AI Agents in auto assignment, it’s best practice to set clear objectives, confidence thresholds, and handoff rules. This ensures the AI only takes actions it’s suited for, escalates seamlessly when needed and provides a reliable experience for both customers and agents. As you can see, it is important to have the right strategy and implement best practices to automatically assign conversations effectively. Most importantly, you need software that allows you to build automation for complex business processes. If you need a robust customer conversation management software, then respond.io is for you. [Try respond.io for free](https://app.respond.io/user/register) and experience powerful automation like no other platform! ### Further Reading If you enjoyed this article, here are some readings that might interest you. - Inbound Conversation Workflows: A How-To Guide - Chat Routing with respond.io Workflows - Escalation Management: A Guide to Customer Escalation ## [Turn Views Into Revenue: How to Use TikTok for Marketing More Effectively ](https:/respond.io/blog/how-to-use-tiktok-for-marketing) Want to know how to use TikTok for marketing more effectively? Learn how to optimize your account for TikTok marketing to generate and manage leads. Struggling with how to use TikTok for marketing more effectively? As one of the most popular short form video platforms, TikTok allows you to connect with a vast pool of potential customers who are eager to jump on the latest trends. But some marketers wonder if it’s worth it to add another marketing channel. When you’re already juggling Facebook, Instagram and WhatsApp, will one more make a difference? Are people even looking for products and services on TikTok? We’ll answer these questions and more. Getting into TikTok requires a new perspective, but when you have the right tools and strategies, it offers a wealth of opportunities to reach new audiences, generate leads and close sales faster. Ready to find out how? Let’s dive in. ### What is TikTok Marketing? TikTok marketing involves using compelling video content to promote your product or services directly or indirectly. Brands can market to viewers both organically and with [TikTok Messaging Ads](https://respond.io/blog/tiktok-messaging-ads), and considering TikTok’s audience of [1.8 billion users](https://www.businessofapps.com/data/tik-tok-statistics/), it’s worth investing in. First, take a look at four benefits of using TikTok for marketing. ### 4 Benefits of Using TikTok for Marketing If you’ve started using TikTok for marketing, you know it’s more than viral videos and challenges; people are excited to discover new brands and are actively looking for products on the platform. Here are just a few of the benefits you might have already experienced. We’ll show you how to take them to the next level. #### 1 | Boost Brand Awareness TikTok’s system is designed to show content to users based on their interests, making it an excellent tool for increasing brand visibility among your target audience. Whether through influencer campaigns or relatable, entertaining content, TikToks supercharge your brand’s reach. #### 2 | Convert People Who are Actively Looking for Products With the growing use of hashtags like #TikTokMadeMeBuyIt, users are actively searching for product recommendations and reviews. In fact, [56% of US consumers have made a purchase](https://respond.io/blog/tiktok-advertising#toc-mobile-4) through the app. People scrolling TikTok are ready to buy; all you need to do is get your product in front of them. Enabling them to start a conversation with your business makes it even easier to close sales. ![Image%20showing%20the%20benefits%20of%20how%20to%20use%20TikTok%20for%20marketing%3A%20boost%20brand%20awareness%2C%20reach%20active%20shoppers%2C%20multichannel%20sharing%2C%20cost%20effective](https://images.ctfassets.net/ph8r57dk1q9w/7lryJN8F9St8Saulc4T3bT/738931a3aa8214d1d3b0aaed27e76108/How_To___TikTok_for_Marketing_-_Image_01.png) #### 3 | Multichannel Sharing Opportunities TikTok videos repurposed across platforms like Instagram and Facebook amplify your reach and provide a consistent message across multiple touchpoints. [Connect all these channels to a conversation management platform](https://respond.io/blog/best-omnichannel-marketing-software) like respond.io to get leads into a single inbox. #### 4 | Cost-effective Method Last but not least, let’s not forget about budgets. Marketing isn’t cheap but TikTok doesn’t break the bank. With nearly [80% of small businesses reporting a positive ROI](https://www.capterra.com/resources/tiktok-marketing/) from their TikTok campaigns, it's clear that this platform is affordable for most. In addition, the [average cost-per-click on TikTok is $0.22](https://metricool.com/tiktok-statistics/), making it accessible even for businesses with constricting marketing budgets. ### How to Set Up TikTok for Marketing Let’s get into the details of how to best use TikTok for marketing. While a respond.io account isn’t absolutely necessary, we recommend it so you can [manage leads efficiently](https://respond.io/blog/lead-capture#toc-mobile-9), [track performance](https://help.respond.io/l/en/dashboard-reporting/reports-messages) and [connect with potential customers across multiple channels](https://respond.io/blog/omnichannel-communication). Respond.io is a badged TikTok Marketing Partner that connects to TikTok Business Messaging so you can easily manage leads from any channel in a single inbox, run TikTok Messaging Ads that allow prospects to send you a message with one click and reply instantly with automation. #### Step 1: Set Up a TikTok Business Account Heres’s how to get started with [a TikTok business account](https://respond.io/blog/tiktok-for-business#toc-mobile-10) if you don’t have one already. **Create an Account** Open a personal TikTok account and follow these steps to change it to a business account. ![Image%20showing%204%20phone%20screens%20with%20the%20steps%20to%20to%20set%20up%20a%20TikTok%20account%20for%20marketing](https://images.ctfassets.net/ph8r57dk1q9w/5gsyIYzhMNROI9h9CVMly5/e70c44549d466008f101fe2f306ee0b0/how_to_use_TikTok_for_marketing_1.png) 1. Open the TikTok app and tap Profile at the bottom of the screen. 2. Tap the Menu☰ button at the top, then select Settings and privacy. 3. Tap Account. 4. Select Switch to Business Account and follow the on-screen instructions to complete the switch. Once done, you can proceed with business verification. To maintain messaging functionality, link your TikTok account to TikTok for Business (Business Center) to obtain Advanced Access. **How to Verify TikTok for Business Account** When you create an ad account on TikTok, you'll need to [**verify your business information**](https://ads.tiktok.com/help/article/business-verification-faqs?lang=en). This process ensures better security by authenticating your brand's identity. Providing official documents like your business license builds trust with TikTok and your audience. ![Screenshot%20showing%20an%20example%20of%20what%20a%20verified%20TikTok%20business%20account%20looks%20like](https://images.ctfassets.net/ph8r57dk1q9w/ZirflUZClfizwJGZK0AIq/869caa7c0b0a72cd76aab948cffe8ed3/TikTok_business_verification.jpeg) If your TikTok account is verified, you'll receive a verified badge. This badge signifies that TikTok has confirmed the account's authenticity, ensuring it genuinely represents the brand it claims to be. **Register your business** To use all of TikTok’s marketing features, you’ll need to register your business.Here are the features you get from having a registered TikTok Business Account: ![Screenshot%20showing%20how%20to%20register%20your%20business%20for%20TikTok%20marketing](https://images.ctfassets.net/ph8r57dk1q9w/1fEWs7A2SmwEt2AZ3xrTMd/e8255d7294cae79d66aed526a785a8ff/register_tiktok_business_account.jpg) 1. Business Account Lead Generation: Utilize advanced lead generation services to capture potential customer information directly through your profile, videos, and live events. 2. Destination Links: Add external links to your videos or at the top of the comments section. This feature helps drive traffic to your website or specific product pages, boosting conversions. 3. App Download Links: Add a clickable App Download CTA button to your profile or Business Page. This makes it easier for users to download your app directly from TikTok, increasing app installs. 4. Video Settings: Access geo-targeting for your posts using the Video Setting functionality. This allows you to tailor your content to specific geographic audiences, ensuring relevance and increasing engagement. 5. Multi-user Login for Direct Message Management: Enable multi-user login functionality for managing direct messages. This is particularly useful for larger teams, allowing multiple users to handle customer inquiries efficiently. #### Step 2 (Optional): Create a Respond.io Account - TikTok Business Messaging is currently unavailable on respond.io for organizations registered in the United States. - Business Accounts in the European Economic Area, Switzerland, and the United Kingdom cannot use the API to manage or send direct messages. While connecting to a conversation management platform like respond.io is optional for TikTok marketing, it’s a challenge to handle high volumes of leads without it. [Sign up for a 7-day free trial](https://app.respond.io/user/register) to get started. #### Step 3 (Optional): Connect TikTok to Respond.io After you sign up, connect TikTok to respond.io. In the platform, go to Settings > Channels , click **Add channel** and select **TikTok**. Click **Connect with TikTok** and login with your TikTok business credentials to authorize access. For more details on how to use TikTok for marketing as a channel on respond.io, visit our [Help Center](https://help.respond.io/l/en/tiktok/tiktok-quick-start?wvideo=b2msm3xawj). In the next section, you’ll learn more about how to develop your TikTok marketing strategy and how using respond.io can help implement it. ### How to Use TikTok for Marketing: 7 Ways to Market More Effectively on TikTok To make the most of TikTok for marketing, you need the right strategy and tools. It’s not just about putting videos out there; the aim should be to capture the right audience and get them to contact your business so you can convert them. Follow these proven tips for success. #### 1 | Identify Exact Types of Videos that Resonate with Your Audience To boost potential for engagement, pay attention to what’s popular among your specific audience. Check out content from popular influencers, as well as what your competitors are doing if they’re on TikTok. Often, the best TikTok marketing doesn’t look like marketing; it [looks like a fun, engaging TikTok](https://respond.io/blog/how-to-sell-on-tiktok#toc-mobile-12). Blend in, jump on the latest trends and memes while still remaining true to your brand. The important thing is capture attention rather than up-front selling. #### 2 | Share TikToks to Channels Like Instagram Creating high-quality videos takes time and budget. That’s why it’s great to repurpose them across channels. Share TikToks as Instagram reels or YouTube videos to make the most of them expand your reach. TikTok even has the option to automatically post to Instagram and YouTube. Cross-channel sharing can help grow your audience when you’re new to TikTok, but do be aware that video styles are different for Instagram and TikTok. It’s best to create some content specifically tailored to each. #### 3 | Engage with Influencers (TikTok Creators) Investing in influencers is a sure way to amplify your TikTok marketing efforts, and they don’t have to be celebrities. Studies show that even micro-influencers get [an engagement rate of 18%](https://thesocialshepherd.com/blog/tiktok-statistics). The most important factor is to ensure the influencers you select reflect your brand and align with your target viewers’ interests. Here are few ways to make use of influencer marketing: - Send free products for reviews - This works best with micro-influencers who often offer authentic reviews in exchange for free products or services. - Collaborations or sponsored posts - Similar to Instagram collaborations, influencers will feature your product and your business’s account will share it as well. - Feature influencers in ads - TikTok has a creator exchange program to help you find creators who fit your business niche and budget. They create authentic content for you to share on your channel and get a percentage of the profits from the video. #### 4 | Leverage TikTok Ad Campaigns to Capture Customers While TikTok can have viral organic reach, ads are essential when you’re getting started. TikTok ads effectively reach a wide audience and help you grow your brand. We recommend using [TikTok Messaging Ads](https://respond.io/blog/tiktok-ads#toc-mobile-0) which allow viewers to click to send a message to WhatsApp or Facebook where they chat most often. Create engaging ads that encourage viewers to start a conversation to kick off the customer journey. When they see a product or service, they’ll have questions; being able to chat directly builds trust. Once you’ve addressed their queries, they may be ready to make a purchase. If not, you’ll have their [contact details in respond.io](https://respond.io/blog/tiktok-lead-generation#toc-mobile-9) and can continue marketing to them. #### 5 | Aim to Start Conversations that Convert As a video platform, TikTok isn’t commonly seen as a place to chat, and this leads to missed opportunities. Encourage questions or ask viewers to share their opinion or ideas via a message. [Having a conversation often converts faster](https://respond.io/blog/conversation-led-growth#toc-mobile-7) than simply directing prospects to a website. For example, a business selling beauty products with a how-to video could ask viewers to send questions or share whether the idea worked for them. This starts a conversation where the business can provide a consultation and personalized recommendations. For viewers ready to convert, a prompt to send a message to make an appointment or reservation [removes friction from the customer journey](https://respond.io/blog/frictionless-customer-experience) as there’s no need to leave the app. #### 6 | Track and Improve TikTok Marketing Performance Use TikTok Analytics and respond.io to monitor the performance of your content. TikTok metrics like views, likes, shares and demographics on organic posts along with [ad analytics based on a website pixel](https://ads.tiktok.com/help/article/page-events?lang=en) will help you understand what works and where to improve. However, when viewers send you a message, TikTok’s native analytics don’t show which post or ad the message is coming from. That makes it a challenge to measure conversions you get from messaging. With respond.io, you’ll see which TikTok campaign a message came from as soon as you receive it. ![Screenshot%20showing%20how%20to%20track%20TikTok%20ad%20performance%20using%20respond.io%27s%20analytics](https://images.ctfassets.net/ph8r57dk1q9w/sZL3tKX7N3E2Unu3q2v2B/30344c99611f39cceed34cb6a3006b98/Tik_Tok_Messaging_ads.png) Respond.io’s features also enable you to dig deeper into campaign performance, [tracking the customer lifecycle](https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle), discovering which ads and posts generated the most conversations and more so you can invest in videos that get results. You can also integrate respond.io with a CRM for even more insights. #### 7 | Automate Replies to TikTok Messages and Ad Responses When leads come in via TikTok Business Messaging, it’s important to reply to them quickly so they don’t lose interest. With respond.io, you can set up Workflows to automatically do the following: - Answer FAQs - Qualify leads and direct them on a customized journey - Book appointments or reservations - Direct leads to an available agent to chat quickly Having a chat in real time may make all the difference between a prospect scrolling on past and committing to a purchase. ### Best Practices for TikTok Marketing Need more tips on how to use TikTok for marketing? Follow these best practices. ![Image%20showing%20best%20practices%20for%20how%20to%20use%20TikTok%20for%20marketing%3A%20experiment%2C%20optimize%2C%20include%20CTAs](https://images.ctfassets.net/ph8r57dk1q9w/7BV94aSdo9PibYAToZsQu2/80e27e58918325ce49a7d910d50a114f/How_To___TikTok_for_Marketing_-_Image_02.png) - Experiment with different content types - Any marketing strategy requires experimentation. Try different video types including UGC, challenges, how-tos and more to see what resonates with your audience. - Optimize for the TikTok algorithm - Use trending songs and sounds, include keywords your audience searches for and make sure to hook viewers in quickly to ensure longer watch times - Include a call to action - Don’t forget the goal of your content, to capture new customers. Invite viewers to contact you, comment or share. Take a look at some practical examples of how businesses implement these strategies. ### 4 TikTok Marketing Examples to Inspire You Now that you know the basics of how to use TikTok, let’s look at how businesses like yours are using TikTok for marketing success. #### JVN Hair: Marketing Beauty Products with Humor and How-Tos [JVN Hair](https://www.tiktok.com/@jvnhair?lang=en) already had an edge being founded by celebrity Jonathan Van Ness of the popular TV show Queer Eye. But the brand didn’t just rely on celebrity influence; it grew a massive TikTok following by posting how-to videos, before and after transitions, funny videos, relatable skits, and much more, all featuring their products. With the tagline in the bio, “Love the hair you have,” it appeals to a diverse audience. The entertaining, practical content on everything from bad hair days to shopping in Sephora to the latest memes is instantly relatable while putting viewers in the frame of mind to shop for these hair products. #### Chipotle: Leveraging Hashtag Challenges For its most successful TikTok marketing campaign, food chain Chipotle ran a TikTok hashtag challenge to raise aware of its free delivery for online orders on Cinco de Mayo. The [#chipotlelidflip challenge](https://adage.com/creativity/work/chipotle-mexican-grill-lid-flip-challenge/2252301) generated 318 billion views. And of course, to take part in the challenge, viewers needed a Chipotle burrito bowl. Downloads of the Chipotle app skyrocketed in record numbers as viewers rushed to order their Chipotle bowl and join in the trend. #### Skoda: Raising Brand Awareness Among Younger Audiences Automotive brands struggle to reach younger audiences who rarely engage with traditional advertising. Swedish automotive maker Skoda aimed to change that with a [Christmas TikTok](https://ads.tiktok.com/business/en/inspiration/skoda-raising-awareness-nordics?acq_banner_version=73350444) tailored to a youthful demographic. Their Christmas Conversion Choir video was short, to the point and brought smiles to millions of viewers faces. The message, for viewers to reconsider their choice of car brand, was clearly heard, with their cost per click decreasing 387% compared to average ad costs. More than 50% of viewers were in the business’s 18-24 target audience. #### Cygnus Education: Boosting Student Enrollment with TikTok TikToks are a great marketing option for education businesses targeting young adults for university courses, exam preparation or career training. Cygnus Education created a TikTok ad campaign that seamlessly fit in prospective students’ feeds while including a call to action. With a single campaign for a large online university, [Cygnus enrolled 488 new students](https://ads.tiktok.com/business/en/inspiration/cygnus-education-tiktok) by driving prospects to a lead generation form. The ads were relatable, created in collaboration with influencers who knew what would resonate with the audience. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading If you've found this blog useful, check out these other articles about using TikTok for marketing and advertising. - TikTok Business vs Personal Account: Which is Right for You? - 6 Eye-Catching TikTok Ad Examples Every Business Should Learn From - Scale Your Business with TikTok Lead Generation Ads ## [Twilio vs MessageBird vs Respond.io: Which One Wins?](https:/respond.io/blog/twilio-vs-messagebird-vs-respondio) Twilio vs MessageBird vs respond.io, which one is the best messaging software? We unveil the key features, pricing, and value to help you decide. We get it – finding the right customer conversation management software can feel overwhelming with so many options out there. It’s tough to compare them when features aren't always clear and technical jargon complicates things further. That’s where we come in. In this article, we’ll break down Twilio vs MessageBird vs respond.io, three of the most popular messaging platforms. We’ll cover their key features, pricing, and value so you can make an informed choice for your business. Let’s dive in! ### Twilio vs MessageBird vs Respond.io At a Glance [Twilio](https://respond.io/blog/twilio-alternative), [MessageBird](https://respond.io/blog/alternatives-messagebird) (now known as Bird) and respond.io are built to manage customer conversations from instant messaging channels and SMS. However, the way these platforms deliver to users is very different. These platforms are ideal for different use cases. Check out the image below to get a quick summary. | | Twilio | MessageBird | Respond.io | | --- | --- | --- | --- | | Channels Supported | SMS, WhatsApp, voice call | SMS, WhatsApp, Messenger, Telegram, LINE and Email | All popular channels, including WhatsApp, WhatsApp call, VoIP, Facebook Messenger, Instagram, SMS, Email, Telegram, Viber, LINE and custom channels | | Multichannel Broadcast | SMS only | SMS and WhatsApp only | WhatsApp, Messenger, LINE, Viber, Telegram, SMS | | External Integrations | Extensive integration support | Extensive integration support | Extensive support for custom APIs, webhooks CRM and popular third-party platforms like Zapier and Make. | | Automation Capabilities | Visual workflow builder | Visual workflow builder | Advanced visual Workflows builder | | AI Capabilities | AI Agent (developer preview only) | Agent Assistant, Content Assistant, FAQ Assistant | Autonomous AI Agents that manage chats and processes AI Prompt & AI Assist | | Customer Support | Free and paid support; 24/7 availability | Starting $500 for customer support; 12/5 availability | Support included; 24/5 live chat and call multilingual support, 24/7 AI support | | Platform Stability | No public uptime statistics available | No public uptime statistics available | 99.9996% uptime | | Reporting | Detailed analytics | Analytics on channels, campaign and subscribers only | Real-time, advanced reporting insights | | Free Plan | Free plan available with very limited features | No free plan, but offers a trial | No free plan, but offers a 7-day free trial | | Starting Price | N/A (pay-as-you-go model) | From 45/month | From $79/month | Here’s a breakdown of what you need to know: - Twilio: It’s a platform designed primarily for businesses that prioritize SMS communication. However, due to its technical complexity, implementing Twilio often requires developer expertise, making it less user-friendly for non-technical teams. - MessageBird: It positions itself as a CRM solution aimed at supporting marketing, service, and engineering teams. Its core strength lies in SMS communication, but it also offers integrations with other messaging channels like WhatsApp and Messenger. However, as its main focus is on SMS means, it’s not fully optimized for businesses looking for comprehensive omnichannel solutions. - Respond.io: A customer communication management software that excels in sales and marketing via the most popular messaging channels. It’s known for being feature-rich, its reliability and scalability, enabling businesses to efficiently handle high volumes of messages without disruptions, making it ideal for managing omnichannel customer interactions seamlessly. Want to learn more? Keep reading to see how which of these platforms are the right fit for your business. ### Feature Comparison: Twilio vs MessageBird vs Respond.io Twilio, MessageBird and respond.io have an extensive suite of features that enable businesses to connect to customers. In this section, we’ll break down the key features of each platform, comparing their strengths in messaging, automation, omnichannel support and scalability. #### Connecting All Your Channels In One Place With Omnichannel Messaging [Omnichannel messaging](https://respond.io/blog/omnichannel-communication) allows businesses to engage customers across multiple channels, including SMS, social media, email, messaging apps or custom channels, in a seamless and consistent experience. This approach ensures businesses can connect with their audience on their preferred channels. Here are some key features to look out for: - A unified inbox, combining various channels like SMS, WhatsApp, Messenger, VoIP and custom channels like e-commerce inboxes. - Integration with various CRMs. - The ability to merge duplicate contact details. Together, these features enable teams to manage all customer interactions efficiently from one platform. These capabilities save time, reduce errors, and ensure messages are personalized based on the customer's complete interaction history. | | Twilio | MessageBird | Respond.io | | --- | --- | --- | --- | | Available Channels | SMS, WhatsApp, Messenger | SMS, WhatsApp, Messenger, Instagram, LINE, LinkedIn, Email and voice call | SMS, WhatsApp, WhatsApp call, VoIP, Messenger, Instagram, Telegram, LINE, Viber, WeChat, Email, Web Chat and custom channels | | CRM Integration | Native integration with Salesforce; build-your-own integration with other CRMs or integrate through a Twilio CRM partner | CRM integrations through the Integrations marketplace | Connect to CRMs like HubSpot and Salesforce, and 1000+ other integrations | | Merge Duplicate Contacts | No | Manual contact merge | Automatic contact merge suggestions | When it comes to omnichannel messaging, this is how our three challengers compare. - Twilio: It supports SMS, WhatsApp, and Messenger, but not custom channels. It also provides native integration with Salesforce. For large businesses with wide presence, this is usually not enough. If you use other CRMs, you’ll need to build your own integration or integrate your CRM through Twilio’s CRM partners. It also requires manual merging of duplicate contacts. - MessageBird: Offers a wider range of channels including SMS, WhatsApp, Messenger, Instagram, LINE, LinkedIn, Email, and voice call. However, it doesn’t support any custom channels. You can connect CRMs through its Integrations marketplace. However, it lacks a feature for merging duplicate contacts automatically, meaning you’ll need to resolve duplicate contacts directly in your CRM. - Respond.io: Stands out with the most extensive channel support, including SMS, WhatsApp, Messenger, Instagram, LINE, Telegram, Viber, WeChat, Email, Web Chat, and custom channels. What's more, it's one of the few BSPs offering both WhatsApp Business Calling API and VoIP. Respond.io also integrates with your CRM and other integrations via Zapier and Make. Plus, it has the added benefit of automatic contact merge suggestions, making contact management easier. #### Capture More Leads with Growth Tools [Lead-capturing](https://respond.io/blog/lead-capture) tools are crucial for businesses to increase the number of opportunities to convert prospects. These tools include click-to-chat ads, QR codes and widgets, all of which help streamline the process of engaging potential customers, collecting their contact information, and initiating conversations that can lead to conversions. | | Twilio | MessageBird | Respond.io | | --- | --- | --- | --- | | Click to Chat Ads | Yes | No | Yes | | QR codes | Yes | No | Yes | | Widgets | Yes (limited to webchat only) | Yes | Yes | Regarding lead-capturing, this is what to expect from Twilio, Messagebird and respond.io. - Twilio: Requires you to set up event streams to integrate with click-to-chat ads. It also supports QR codes and provides widgets, though its chat widget support is limited to webchat — there are no other channel-specific chat widgets. - MessageBird: It does not support click-to-chat ads or QR codes, but it does offer widgets, allowing businesses to embed forms or chat interfaces on their websites for lead capture. - Respond.io: It provides a robust integration for click-to-chat ads, ensuring agents are aware when conversations originate from these ads. There is also full support for QR codes, and an omnichannel widget, making it an effective tool for capturing leads across various channels and touchpoints. #### Converting Prospects Efficiently with Automation and AI Larger businesses have many inbound messages to process every day. It’s not practical to hire dozens or even hundreds of human agents to do simple processes and tasks. This is where automation and AI come in. They have the ability to automate simple, repetitive tasks like sending greeting or away messages. And with AI, businesses can even automate entire processes like lead qualification and distribution to further lower effort on less important activities. This frees up the human agents’ time to perform more important tasks like closing sales. The key features to look out for include automation capabilities, AI Assistants, AI Agents and the ability to train your AI based on knowledge sources. | | Twilio | MessageBird | Respond.io | | --- | --- | --- | --- | | No-code Automation | Automation builder | Two different automation builders for messaging and processes | Advanced automation builder | | AI Assist | No | Agent Assistant, Content Assistant, FAQ Assistant | AI Assist AI Prompt | | AI Agent | Only available to developers | Yes | Yes | | AI Knowledge Training | Yes | Yes | Yes | Let’s see how Twilio, MessageBird and respond.io compare in terms of Automation and AI. - Twilio: It has an automation builder and AI capabilities. However, to utilize the Twilio AI Assistants, you’ll need to be a developer first and join a waitlist. Agents aren’t given text improvement or generation tools to speed up their responses. The good news is that all customer data is used as knowledge training for Twilio AI Assistants. - MessageBird: There are two kinds of automation tools, one for messaging and the other for business processes. To make things more confusing, there are three types of AI Assist tools that essentially improve the response of agent. To use the AI Agent, you’ll need to build a knowledge base first by uploading documents (like FAQs and product lists), set it up and then deploy it. - Respond.io: Respond.io's Workflows automation builder enables you to build no-code automation that can handle everything from assigning conversations to an agent to qualifying leads. Or you can simply use templates to create AI Agent with specific roles that learns from your knowledge base. AI agents can understand photos and voice messages, make personalized product recommendations and even answer calls. Human agents get tools like AI Prompt to improve their response or generate an entire message based on the flow of the conversation. Like with Twilio and MessageBird, you can upload knowledge sources to improve the AI agent's responses. #### Retaining Customers for Repeat Sales with Broadcasts Even though businesses convert leads into paying customers, still more opportunities abound. Through broadcasts or bulk messages, you can gain additional sales from the same customer. Broadcasting messages are an excellent way to promote your products. And with reporting and analytics, businesses can learn which campaigns work best to pour additional resources into it. | | Twilio | MessageBird | Respond.io | | --- | --- | --- | --- | | Supported Broadcast Channels | SMS only | SMS and WhatsApp | WhatsApp, Facebook Messenger, SMS, Telegram, Viber, LINE | | Broadcast Analytics | Delivery, Failure | Delivery, Reads, Breakdown by channels | Delivery, Reads, Failures, Channel-specific filters | If you’re looking for the best broadcast tool, respond.io won’t disappoint you. Here’s why. - Twilio: Unfortunately, Twilio only supports broadcast messages on SMS, limiting the number of opportunities you can generate from a campaign. While you can get information like delivery and failure rates, there are a series of highly technical steps to go through to view the reports. - MessageBird: It's limited to SMS and WhatsApp. MessageBird also has analytics that includes delivery rates, read rates and breakdown by channels, which you can further filter by date ranges. - Respond.io: You can broadcast on many channels, including WhatsApp, Instagram, Facebook Messenger, Viber, Telegram, LINE, WeChat and SMS. Through the Reports Module, you can gain in-depth analytics like delivery, read and failure rates. You can also further filter the report by channel and date ranges. #### Messaging Insights with Reports & Analytics Messaging customers or launching campaigns alone aren’t enough for growing businesses. They need data to inform their future strategy and tactics for improvement. | | Twilio | MessageBird | Respond.io | | --- | --- | --- | --- | | Conversion Tracking | No | No | Yes | | Agent Performance Analytics | Yes | Yes | Yes | | Custom Reports and Dashboards | Yes | Yes | Yes | | Data Export | Yes | Yes | Yes | Here’s how all three platforms stack up when it comes to reporting and analytics. - Twilio: There isn’t a way to track conversions on Twilio. However, agent performance analytics is available via Flex Insights, which provides granular data on individual conversations and agent performance. Twilio supports custom reports and dashboards, which can be tailored to specific KPIs through its Flex Insights dashboards. Additionally, data export is supported via Twilio’s BulkExport API, which allows for the export of historical data, like message records, in a compressed format for further analysis. - MessageBird: While there isn’t a way to track conversions, businesses can oversee individual agent metrics like first response time. MessageBird does offer custom reports and dashboards, allowing businesses to visualize key data points. Reports can also be downloaded as a CSV file. - Respond.io: It can track conversions sourced from websites through the Growth Widget along with tracking the entire customer lifecycle and providing in-depth lifecycle reports. Its agent performance analytics is highly detailed, offering metrics on response times, resolutions, and individual agent performance through customizable reports and dashboards. Additionally, respond.io allows for flexible data export, supporting various formats like CSV and real-time data transfer to external platforms, making it an optimal choice for businesses that require comprehensive, actionable insights. We've covered plenty of great features. However, features can only take customer conversations so far. A reliable, stable platform with quality support is just as important too. ### Platform Stability and Customer Support Imagine this: your business needs to handle thousands of messages every day, but then errors keep occurring. You need two things. 1. A platform that’s stable enough to handle your operations. 2. A great customer support team to assist with your issues. Let’s see how these platforms compare. #### Scalable Stable Platform Businesses should consider platform stability as important as feature set — great features mean very little if you’re not able to use your platform consistently for the vast majority of the time. | | Platform Stability | | --- | --- | | Twilio | N/A | | MessageBird | N/A | | Respond.io | 99.9996% Uptime | Here’s how Twilio, MessageBird and respond.io compare in terms of platform stability - Twilio: While there are no public uptime statistics, customers report Twilio to be scalable and reliable. - MessageBird: Again, there are no public uptime statistics. Unfortunately, MessageBird doesn’t provide a status page, which makes tracking incidents difficult. - Respond.io: Boasting an extremely stable and reliable platform, respond.io has a 99.9996% uptime. It enables businesses to scale without facing any performance limitations. #### Level of Customer Support Eventually, every business will face some issues with the services they are using. When this happens, they need exceptional customer support to get them through that difficult period. A great level of support can go a long way to mitigate any potential losses a business might go through during downtime. | | Support Hours | Multilingual Support | Support Included for Free? | Additional Fees | | --- | --- | --- | --- | --- | | Twilio | 24/7 (No guaranteed response time for free plan) | No | Yes | Starting from $250/month for priority, live chat and phone support | | MessageBird | 12/5 (Paid support only) | No | No | Starting from $500/month | | Respond.io | 24/5 live chat and call support, 24/7 AI support | Yes | Yes | No, all plans are treated equally | So, which solution offers the best customer support? We break it down for you. - Twilio: While it offers 24/7 support, under the free plan, you only have access to the AI Help Center assistant. For priority support and to get access to additional channels like live chat, phone support and more, you’ll need to pay at least $250 per month. - MessageBird: Unfortunately, it does not offer any customer support by default. Businesses need to pay at least $500 for customer support. - Respond.io: It’s available 24 hours a day via call and live chat at no additional cost, from Monday to Friday, covering English, Arabic, Chinese and Spanish support. Businesses on higher tier plans are also given a dedicated Customer Success Manager who will help you connect channels or set up Workflows for an even smoother experience. Next, let’s get to the most important part of any service: the value. ### Maximize Every Dollar You Spend All three platforms have very different pricing models, which makes them hard to compare. So, for this section, we’ll look at the base cost of using the platform and any additional costs businesses incur. | | Price per Month | Additional Fees | Support | Automation | Additional Seats per Month | | --- | --- | --- | --- | --- | --- | | Twilio | - | SMS Fees: $0.0463 per message WhatsApp Fees: $0.005 per message sent and received | Included | 100 automation triggers /month free; $0.06/automation triggers | $15 | | MessageBird | From $45 | SMS Fees: $0.0288 per message WhatsApp Fees: $0.005 per message sent | From $500 | 1,000 free invocations per month; custom pricing per invocation | $30 (3-10); $27(11-25) | | Respond.io | From $79 | No | Included 24/5 live chat and call multilingual support, 24/7 AI support | Included in Growth, Advanced and Enterprise plans | From $12 | If you are looking for a brief summary, this is the value you’ll get from Twilio, Messagebird and respond.io. - Twilio: It offers a pay-as-you-go model, which sounds great if you have fluctuating needs. However, Twilio adds a markup to every SMS and WhatsApp message sent. While this is great if your customer base is small, it becomes very expensive to scale up. Adding users is also very expensive, with seats costing $30 per user. - MessageBird: While it appears as if it offers a very affordable plan, when factoring in the support and automation costs, the price quickly ramps up. A growing business or enterprise will find it hard to justify the massive costs involved. This is only made worse with the additional seats per user per month, which is the most expensive among the three platforms. - Respond.io: Provides transparent and competitive pricing with its Starter, Growth, and Enterprise plans, and, what’s better, no markup fees per message. Respond.io offers a comprehensive set of features even at the Starter plan at $79 per month. However, even if you upgrade your plan, the feature set and support available to businesses let you recoup your investment in no time. So, now that you know how all three platforms stack up, which should you choose? ### The Verdict: Why You Should Choose Respond.io Respond.io offers exceptional value for businesses seeking a versatile and scalable messaging platform. Its extensive omnichannel capabilities support all major messaging channels including voice, making it ideal for companies looking to enhance their sales and marketing efforts. With advanced automation tools, robust customer support, and powerful reporting and AI features, respond.io streamlines operations and elevates customer engagement across multiple platforms. ![This%20image%20shows%20why%20busineses%20should%20choose%20respond.io.](https://images.ctfassets.net/ph8r57dk1q9w/6dzb1XWfWpIfW8FiqXl6UM/d2d8c88d09811543ea1470d9ee7515ea/twilio-vs-messagebird-vs-respondioo-image-10_de2de822baee4ad410087e8e8525d8ef.png) While Twilio and MessageBird are strong options, they primarily focus on SMS and voice communications. With [WhatsApp Business Calling API](https://help.respond.io/whatsapp/whatsapp-business-calling-api) now available in multiple countries like Mexico, Singapore and the UK, respond.io also offers voice communications through the most popular social app along with VoIP via Telnyx. In summary, respond.io remains the superior choice for businesses that need a comprehensive, multichannel AI-powered messaging platform with competitive pricing. ### Further Reading Did you enjoy reading this article? Then check out these customer conversation management software comparisons: - Unlock Growth Potential with a Wati Alternative for Businesses Using Multiple Channels - A Robust MessageBird Alternative that Fully Supports All Instant Messaging Channels - An Advanced Sleekflow Alternative for Large Businesses ## [Ultimate Guide to Instant Messaging for Business](https:/respond.io/blog/ultimate-guide-to-instant-messaging-for-business) Ever wanted to enable your users or customers to contact your business through instant messaging but don't know where to start? This is the guide for you. The idea of instant messaging for business has been brewing for some time. A wave of Facebook chatbots brought that idea into the western world but in China, WeChat had already become a communication method for brands and consumers. WhatsApp has done the same in other markets like India and Latin America. And with so many already using personal messaging accounts for business conversations we have to ask. Why and how can we use instant messaging for business in an efficient and scalable way? Recently, a wave of live chat companies changed how we interact with business. It's nice to chat with brands on their website, but there is a problem a visitor will leave your website. You can try to reengage over email, but email inboxes are overcrowded. Can messaging apps bridge the gap between live chat and email? In this article, we'll take you down the funnel of a messaging app user, compare how messaging apps like Facebook Messenger, WhatsApp, WeChat & more stack up and get you started with adopting instant messaging for business. This article is about businesses having external conversations, so if you're looking for [a guide to internal messaging apps we have one here](https://rocketbots.io/blog/top-10-instant-messengers-for-business/). ### Why Use An Instant Messenger for Business? The value of using messaging apps like Messenger or WhatsApp to chat with customers is clear compared to email and live chat. Let's start with email, it's reliable and versatile. You trust that it will be delivered and you can format it to suit a purpose. On the other hand, receiving and reading an email can be cumbersome. You'll have to open it and skim through content until you find the info needed. Live chat provides a different experience, no large paragraphs, highly specific content in response to your question and no formatting to get in the way. Although live chats are quick and engaging, you never really know who you're talking to, when they will quit the conversation nor why they left. Messaging apps are the sweet spot in the middle. You're chatting to a registered account, you know you're talking to the same person and they can pick up or drop the conversation at any point just like email. Except the experience is super snappy and engaging just like a live chat. If you're convinced, go ahead to the [next section](#which-instant-messaging-apps-connect-business-customers). If not, here is more evidence that instant messaging for business works. #### Messaging App Audience Size We're in a messaging world and with over 3 billion messaging app users in total it's more likely than not that whoever your customers are they are going to be on one messaging app or another. In fact, it's likely that if your customers are very young this may be one of the only places where you'll be able to contact them reliably and directly. ![A%20graph%20that%20shows%20how%20many%20users%20are%20on%20each%20instant%20messaging%20for%20business%20platform](https://images.ctfassets.net/ph8r57dk1q9w/4bYA7eFkZnTi2BZvdbj04h/a1599905e14c57d4aa6db322fca542d6/UsersonMessagingAppsInstantMessagingUltimateGuide_001_31e76fcb647cd0b5fbf14f69d4e9a6ac.jpeg) #### Messaging App Engagement Rates It feels like it's been over a decade now we've been taught the same growth strategies for our companies. Use lead magnets and other sweeteners to collect your website visitors emails and you'll have a large audience that you can engage with nearly free. | | Marketing Emails | Messenger Broadcasts | Improvement | | --- | --- | --- | --- | | Open Rate | 15% | 92% | 613% | | Click Rate | 1.3% | 1% | 805% | Nothing is free, in fact we've been using email marketing for so long that email open rates and email click through rates have sunk to historic lows. This isn't going to change and it's only going to get harder. Switching to messaging apps gives us a new window to access that same audience and that window is glorious. [Sending our newsletter from Facebook Messenger instead of email allows us to increase or open rates by 613%.](https://rocketbots.io/blog/open-rates-facebook-messenger/) How would it affect your business to increase your open rates by 600 percent? #### Don't Miss Out On Dark Social Dark social is a term coined in [an article](https://www.theatlantic.com/technology/archive/2012/10/dark-social-we-have-the-whole-history-of-the-web-wrong/263523/) published in the Atlantic. What does dark social mean? Simple, not all social sharing is done in a public space like Facebook. In fact, take a second and think about the last time you shared something highly engaging on Facebook. If you're anything like us, you share the best content directly with a friend or with a group of friends in a WhatsApp group. Think of all the direct traffic you get on Google Anlytics, a portion of those is coming from sharing inside messaging apps. And what better way to get people to share your links in private groups or messages than sending it to them in a private group in the first place. Hope that is enough to convince you to give instant messaging for business a try. ### Which Instant Messaging Apps Connect Business & Customers? There are probably hundreds of messaging apps out there that none of us have ever heard of, in this article we'll be comparing how the top 7 instant messaging apps perform when businesses are chatting with customers. ![Instant%20Messaging%20for%20Business%2C%20Instant%20Messenger%20for%20Business%2C%20Facebook%20Messenger%2C%20WhatsApp%2C%20WeChat%2C%20Telegram%2C%20Line%2C%20Viber%2C%20Kik](https://images.ctfassets.net/ph8r57dk1q9w/3wQUPLsoDHcswAWL8qNgg2/8acfa746e2d13ceed649a2767059d74d/7InstantMessagingApps_2b8f5c8c2afda667cff9d69699f946a7.png) ### Top Messaging Apps By Country With any new communication or marketing tool, it's important to understand the audiences accessible through it. When deciding on a messaging app consider geography, demographics, and industry. For a detailed overview of geography, we've compiled a list of the top three messaging apps in each country. It should help you to figure out the best instant messenger for business in your country. But for a quick overview you can review our top messaging apps by country below. #### The Top Three Messaging Apps Worldwide The following messaging apps cover about 3 billion of the world's population. We recommend getting started with one of these. ![Most%20popular%20messaging%20apps%2C%20most%20popular%20messaging%20app%20by%20country%2C%20most%20popular%20messaging%20apps%20in%20uk%2C%20most%20popular%20messaging%20apps%20in%20india%2C%20most%20popular%20messaging%20apps%20in%20every%20country%2C%20most%20popular%20messaging%20app%20in%20japan](https://images.ctfassets.net/ph8r57dk1q9w/3r4viC1QzilqXitIvbzW6x/cca56fbebf2b407fcceba82fd31980a1/AppMap_5a9b11e83ee33a2399b620351cb83ce5.png) **Facebook Messenger** is popular around the world. It's one of the top 3 most popular of almost every country, China and Iran are significant exceptions. That doesn't mean Facebook Messenger is always ideal to start with in your region. It's best to start with the most popular in your country. However here are the large markets where Facebook Messenger is the most popular: United States, Australia, Canada, Philippines, Thailand, New Zealand & Vietnam. Information about other smaller markets is [available here](https://rocketbots.io/blog/ultimate-facebook-messenger-for-business-guide-2018/?utm_source=Rocketbots Website&utm_medium=Blog Post&utm_campaign=Blog&utm_content=IMguideblog#f95an). **WhatsApp** is another huge contender, it's the most popular messaging app worldwide. You'll find WhatsApp is the [most popular app in most countries](https://rocketbots.io/blog/the-ultimate-guide-to-whatsapp-business-app/) across Europe, Latin America and some parts of Africa. Some notable exceptions include Argentina, Czech Republic, Denmark, Greece, Hungary, Norway, Poland, Romania and Sweden where Facebook Messenger is more popular. **WeChat** is a messaging app where you should consider region and ethnicity. Not only is WeChat the most popular messaging app in China. [Chinese expatriates are also very highly engaged on WeChat](https://rocketbots.io/blog/ultimate-wechat-official-account-for-business-guide-2019/) even when they are abroad. If you are trying to connect with Chinese consumers, WeChat is going to be your best bet and your only bet because most other messaging apps are blocked in China. #### The Niche Contenders Although we highly recommend the 3 most popular described above, there are definitely unique companies out there that should consider the niche messaging apps described below. **Telegram** is another interesting case where it's about more than just region. Telegram is the most popular messaging app in Iran and Uzbekistan, two counties where the flow of information is tightly controlled by the government. In fact, telegram has a [history of being used as a tool to subvert the authorities](https://rocketbots.io/blog/ultimate-guide-to-telegram-bots-for-business/). Telegram has also become the defacto messaging app in the cryptocurrency industry. **Line** is an app that got its start in Japan and also dominates Taiwan. Line is also very popular in Thailand and Indonesia. In fact, the Line itself has declared these markets to be their [focus markets going forward](https://rocketbots.io/blog/the-ultimate-guide-to-line-for-business/). **Viber** is a messaging app you should be interested in if your audience is in Eastern Europe. The app got its start as a Skype clone but is rapidly [gaining traction in that region.](https://rocketbots.io/blog/ultimate-guide-to-viber-bot-for-business/) **Kik** is a special case. Although it isn't the top messaging app in any country it is very [popular among the youngest generation in the United States](https://rocketbots.io/blog/the-ultimate-guide-to-kik-bots-for-business/). If your brand is looking to create awareness among the next generation, this one should interest you. ### Instant Messaging Accounts for Business You've gotten this far, you're interested in using instant messaging for business, and you probably have an idea of which messaging app will work for you. The next step is creating the account. | | Account Type | Cost | Approval | | --- | --- | --- | --- | | Messenger | Facebook Page | Free | - For contact details - For broadcast privileges | | WhatsApp | - WhatsApp Business App - WhatsApp Business API | - Free - WhatsApp and BSP cost | - None - Account approval by WhatsApp | | WeChat | - Official Account Subscription - Official Account Service | USD90 | Account approval by Tencent | | Telegram | Telegram Bot | Free | None | | LINE | - LINE@ Account - LINE Official Account | - Free - USD100,000 | - None - Account approval by LINE | | Viber | Viber Bot | Free | For bot store listing | | Kik | Kik Bot | Free | For bot store listing | Creating a business account for [Facebook Messenger](https://rocketbots.io/blog/ultimate-facebook-messenger-for-business-guide-2018/), [Telegram](https://rocketbots.io/blog/ultimate-guide-to-telegram-bots-for-business/#7rscm), [Viber](https://rocketbots.io/blog/ultimate-guide-to-viber-bot-for-business/#40vbi) or [Kik](https://rocketbots.io/blog/the-ultimate-guide-to-kik-bots-for-business/#f8qin) is as easy as filling out a form. However, Facebook requires additional information about usage if you'd like contact data to be sent to another app via API or the rights to broadcast to your audience. Creating business accounts for WhatsApp and Line is when things get more complicated. Both have two tiers of business accounts, one for smaller companies and one for large brands. For smaller companies, WhatsApp has the WhatsApp Business App. [Getting started with WhatsApp Business App](https://rocketbots.io/blog/the-ultimate-guide-to-whatsapp-business-app/#3lubd) requires an Android phone, sorry there is no iOS app, and a sim card as the account is tied to a phone number. The WhatsApp Business API is currently in an early access phase, it's accepting large brands and requires approval. Line has Line@ for smaller companies. [Getting started with Line@](https://rocketbots.io/blog/#fcr9q) is as simple as filling out a form. For large brand Line has the Line Official Account, which is more like a managed service from Line that a self-service account. Getting a [WeChat for Business](https://rocketbots.io/blog/wechat-official-account/) is the most challenging. All the account types ([WeChat Official Account](https://rocketbots.io/blog/wechat-official-account/), Subscription Account, and WeChat Service Account) need approval and you'll need to submit business registration documents as well as personal ids of the individuals who will be responsible for the account. It took us about four weeks to have our account approved. ### How To Benefit From Instant Messaging For Business You've got an account, time to use it. What are the practical steps necessary to benefit from allowing customers to chat with your business over messaging apps? First, it's important to understand the messaging app funnel so you can better integrate messaging apps with the other funnels in your business. The messaging app funnel is simple: 1. Acquire Contacts 2. Onboard & Segment Contacts 3. Reengage Contacts With Targeted Mass Messages This may sound familiar, but if it doesn't, we find it useful to think about it like email marketing. First, you collect the emails. Then you segment your contacts and send content that is relevant and reengaging. #### Generate Leads Using Instant Messengers for Business Call it whatever you like [lead generation](https://albacross.com/newsroom/what-is-lead-generation/), user acquisition, discovery. Before you can try any activity with your contacts like sales or marketing, you'll need to get contacts first. Why? Because unlike email marketing where you can scrape an email and use it, when using messaging app business accounts you'll need to convince the person to send you a message first. | Platform | User Account ID | Requirement To Start Chat | | --- | --- | --- | | Messenger | Facebook Name | The Facebook user must send the first message to your Facebook Page. | | WhatsApp | Phone Number | The user must send the first message to your WhatsApp Business Account.* | | WeChat | Phone Number | The user must follow your WeChat Official Account. | | Telegram | Phone Number | The user must send the first message to your Telegram bot. | | Line | Phone Number | The user must send the first message to your Line@ or Line Official Account. | | Viber | Phone Number | The user must send the first message to your Viber bot. | | Kik | Email | The user must send the first message to your Kik bot. | This may sound annoying, but we do agree that an explicit opt-in is needed when allowing a company the privilege to send messages directly to your messaging app accounts. There is a silver lining though. You'll notice that most messaging app user accounts require a phone number. Meaning you'll get access to the actual person rather than a dummy email account they made. So how do you get people to message you first? In general, there are three methods: search, links & advertising. ##### Instant Messaging Lead Generation Using Search Search is where you'll likely get the least traffic if you're a small business, but if you're a big brand, it's important to understand how it works. For messaging apps, in general, users can find you by either searching for your business account name or by searching a topic and seeing one of your posts. | Platform | Name Search | Post Search | | --- | --- | --- | | Messenger | Users can search for your Facebook Page; no extra permissions are required. | Search user or page posts. | | WhatsApp | No business account search function exists. | There is no post function on WhatsApp to search through. | | WeChat | Users can search for your Official Account Name or ID. | Search through articles or moments. | | Telegram | Users can search for your bot name. | Only the posts from subscribed accounts are searchable. | | Line | Only Line Official Accounts are searchable. | Only the posts from subscribed accounts are searchable. | | Viber | Viber bots are searchable in the Discover section, upon approval. | There is no post function on Viber to search through. | | Kik | Kik bots are searchable in the Discover section, upon approval. | There is no post function on Kik to search through. | The utility of search is highest with Facebook Messenger and [WeChat for Business](https://rocketbots.io/blog/wechat-official-account/) because they both allow users to search for business posts and user posts. You'll be able to increase your search traffic by publishing content that may interest your customers. Telegram allows users to search bot names directly but, unfortunately, doesn't allow users to search through public groups. Line, Viber, and Kik only allow searching for approved accounts which are rather tricky to get. They also either don't have posts, or you cannot search through them. WhatsApp has the lowest utility because you cannot search through business accounts. Users on WhatsApp will need to find their favorite businesses another way. ##### Instant Messaging Lead Generation Using Links & Scan Codes Direct links and scannable codes convert existing traffic into instant messaging contacts. Links work well for website traffic. They can be used as a way to contact customer service, ask for and receive a lead magnet, even a way for people to subscribe to your newsletter. They're easy to use, try it yourself by contacting us through [Facebook Messenger](https://m.me/rocketbots?ref=ultimatemessagingappguide), [WhatsApp](https://wa.me/85257228299?text=Thanks%20for%20making%20the%20Ultimate%20Messaging%20App%20Guide%20for%20Business.%20%F0%9F%91%8D), [Telegram](http://t.me/getRocketbot) or [Line](https://line.me/R/ti/p/%40mxh0441k). Scannable codes work like QR codes. Once a person recognizes the code, they'll open the relevant messaging app, and scan the code. The most popularly known example is [Facebook Messenger Scan Code](https://rocketbots.io/blog/how-to-create-and-use-a-facebook-messenger-code/). For countries like China where QR codes are popular this is a no brainer. In Japan, companies reward customers for scanning by offering to send coupons to those who do. Scannable codes are a great way to convert offline traffic like that in a store to an instant messaging contact for your business. Start trying with your [Messenger Code](https://rocketbots.io/blog/how-to-create-and-use-a-facebook-messenger-code/) and you will see how it works. | Platform | Scannable Code | URL Link | Reference | | --- | --- | --- | --- | | Messenger | Messenger Codes are provided by Facebook. | m.melink provided by Facebook. | Can be added manually. | | WhatsApp | QR code can be generated manually using URL link. | Provided by WhatsApp Business App. | Provided by WhatsApp Business App. | | WeChat | Provided by WeChat Official Accounts Platform. | Not Possible. | Not Possible. | | Telegram | QR code can be generated manually using URL link. | Provided by the Telegram Bot Dashboard. | Not Possible. | | Line | Provided by Line@ Platform. | Provided by Line@ Platform. | Not Possible. | | Viber | Provided by the Viber Bot Dashboard. | Yes, but only works on phones with Viber app. | Not Possible. | | Kik | Kik Code can be generated via API. | Not Possible. | Can be generated via API for Kik Codes. | If you create a plethora of links all over your website and blog posts you're going to want to know where that traffic is coming from, which links are actually working for you. To track this Facebook Messenger and WhatsApp offer references. They work kind of like UTM Tracking, place a reference at the end of you're link and you'll be able to see which link they actually click on and if you connect a chat automation platform, you'll be able to respond instantly with a fit for purpose response as well. ##### Instant Messaging Lead Generation Using Advertising The most exciting, but least known advantage of instant messaging lead generation. Imagine a typical [lead generation](https://aeroleads.com/blog/lead-generation/) campaign on Facebook. Publish an ad, users click to a landing page and are asked to fill out a contact form. Every time it's filled in, you generate a lead. How many more leads could you get if you could skip the landing page? Using Facebooks Send to Messenger ads it's possible. Rather than clicking to a landing page, users are sent directly to a Facebook Messenger or WhatsApp chat. Using chat automation, ask the same questions as a contact for, and you have a lead. In our experience, we've seen landing page bounce rates anywhere from 20% to 80%. By eliminating the landing page, you'll see a 1.25x to a 5x increase in leads for the same price. If you're in a highly competitive [lead generation](https://aeroleads.com/blog/lead-generation/) space such as Real Estate, Car Dealerships, Fitness or Education, this is an advantage you can't pass up. But now that you've got all these leads being generated, how are you going to handle them all? #### Instant Messaging Chat Greeting & Contact Management You've adopted instant messaging for business, and leads are blowing up your messaging app business account. How do you deal will the volume? Do you need to hire more people? How do you keep things organized? There is one crucial success factor when connecting with customers over messaging apps, response time. We've had thousands of conversations with customers and even more with people curious about our product. I can't tell you how many times, even when a customer is just reporting a bug, the conversation has ended with thanks for the quick response. Sometimes they even send a smiley 😅. Responding quickly is a no brainer right? Let me let you in on a secret. It's hard. A consistently high response rate requires responding automatically when a contact first reaches out to you. Then to assist further conversation you'll need your contacts organized. Luckily various instant messengers for business have built-in tools to help. ##### Meet Response Time Expectations With Greeting & Away Messages Setting the correct expectations and meeting them is the priority when using instant messaging for business. After all, allowing users to contact your company via a messaging app isn't going to do you any favors if the first interaction results in disappointment. Ideally, you'd be able to start the conversation with a targeted message based on the path the user took to contact you. However, this won't be possible using just the tools provided by instant messenger business accounts, but you will be able to respond automatically to the first message and set response time expectations for later. | Platform | Greeting | Away | Notes | | --- | --- | --- | --- | | Messenger | Yes | Yes | Away message is sent instead of greeting when your status is set to away in Facebook Inbox. | | WhatsApp | Yes | Yes | Away message is sent instead of greeting when outside of the business hours set. | | WeChat | No | No | WeChat Official Accounts platform only allows a generic auto reply, but allows the creation of a chat menu. | | Telegram | No | No | Does not provide any built-in tools. Function can be added via API. | | Line | Yes | Yes | Away message is sent instead of greeting when outside of the business hours set. | | Viber | No | No | Does not provide any built-in tools. Function can be added via API. | | Kik | No | No | Does not provide any built-in tools. Function can be added via API. | Ideally, response expectations should be set individually if you don't operate 24/7. Meaning your greeting messaging could say something like, *hello how can we help you today?* While your away message gives your regular hours of operation. The business account settings for Facebook Messenger, WhatsApp & Line have this capability built-in. For all the other messaging apps you'll need to connect a 3rd party tool via API like Rocketbots. Interestingly, the Line business account platform takes things a step further by allowing a greeting message to be a survey. Adding a survey to the greeting message is something we highly recommend because it eases the work of sales and support teams by clarifying a contact’s intentions and enriching contact profiles based on their answer. ##### Collect Data, Enrich Profiles & Build Segments As with your email CRM, it's important to enrich the profiles of contacts to analyze the successes and failures among different groups later. You'll also want this data to send mass messages that are more personalized and less spammy in the future. Ideally, much of this would happen automatically. At Rocketbots we use an onboarding survey to add tags and custom fields values to a person's profile based on the answers responses. Unfortunately, you won't be able to do so automatically by using the instant messaging business account platforms we're discussing. However, some do allow you to do so manually. | Platform | CRM | Tags | Notes | | --- | --- | --- | --- | | Messenger | Yes | Yes | Facebook Inbox provides the ability to add labels & notes to each contact. | | WhatsApp | Yes | Yes | WhatsApp Business App allows tags to be added to contacts. | | WeChat | Yes | Yes | WeChat Official Accounts platform allows you to add tags and to build blacklists. | | Telegram | No | No | Does not provide any built-in tools. Functionality can be added via API. | | Line | Yes | No | No tagging functionality. CRM only accessible on mobile. | | Viber | No | No | Does not provide any built-in tools. Functionality can be added via API. | | Kik | No | No | Does not provide any built-in tools. Functionality can be added via API. | As we've seen in previous items of comparison some business account management platforms are more powerful than others. Facebook Messenger, WhatsApp, and [WeChat for Business](https://rocketbots.io/blog/wechat-official-account/) have a way to manage contacts in a CRM like way, with the ability to add tags and sometimes notes. However, even on these platforms, the functionality is relatively bare bones. Other messaging apps offer little to no CRM capability. Meaning their out of the box functions may be enough to help you answer a question or two, but they're not meant to help you build relationships. #### Reengage Contacts With Targeted Mass Messaging Now that you're a master of instant messaging lead generation techniques, you have thousands of contacts to reactivate. Again, it's useful to make a comparison with email marketing. You don't want to send too many emails to any one person because they may begin to dislike your company or even block you. The same is true with instant messaging broadcasts. Not all messaging app business account managers have the ability to send targeted broadcasts, but some do. | Platform | Broadcasts | Targeting | Notes | | --- | --- | --- | --- | | Messenger | No* | No | This feature has been in very limited release since 2018. | | WhatsApp | Yes | Yes | WhatsApp Business App allows broadcasts based on tags. | | WeChat | Yes | Yes | WeChat Official Accounts platform allows broadcasts based on tag, gender & location. | | Telegram | Yes* | No | Telegram allows channel creation for broadcasts. User must find and subscribe to channel. | | Line | Yes | No | Line@ Manager allows broadcasts to be sent to all contacts only. | | Viber | No | No | Does not provide any built-in tools. Functionality can be added via API. | | Kik | No | No | Does not provide any built-in tools. Functionality can be added via API. | Of the tools we've evaluated, WhatsApp and WeChat have the most powerful broadcasting functionality. Both allow you to send broadcasts based on the tags you have added to contacts. Be aware that [WeChat for Business](https://rocketbots.io/blog/wechat-official-account/) only allows a few broadcasts each month. The Line@ manager allows broadcasts but they cannot be targeted. To create broadcasts in Facebook Messenger, Viber or Kik you'll need to connect a tool like Rocketbots via their API. Facebook has [been testing a tool](https://techcrunch.com/2018/03/01/facebooks-next-money-maker-messenger-broadcasts/) for this for over a year now, but it doesn't seem to be any closer to release. Telegram is an interesting case. You cannot send mass messages to contacts directly, but you can create a channel that your contacts can subscribe to where you can send broadcasts. #### Support Customers Using Instant Messengers for Business As we discussed previously, messaging apps are the sweet spot between email & live chat. That makes instant messaging a useful tool for customer support. In fact, enabling companies to provide support over messaging apps is the reason we started Rocketbots. When offering customer support through messaging apps, there is one crucial detail you'll need to remember. All the conversations you have with an individual are contained in the same thread. Now, this can be a blessing and a curse. Ever had different tools for email marketing and customer support only to struggle to get a full 360 view of communications between you and your customer? You'll never have that problem with messaging apps. However, that does mean you have to be careful when it comes to different departments working together. Imagine you're diligently helping a customer solve a technical issue, and someone decides to send a broadcast message about your latest products. Those are the kind of specific instant messaging specific problems that we created Rocketbots to avoid. Back to the question at hand, can you use instant messenger business accounts for customer support? Yes, but it's difficult with the tools provided by messaging app companies. If you're familiar with Live Chat tools, you'll expect a nice messaging interface, snippets to reuse answers, assignments to work in teams, tickets for productivity & some platforms even have keywords or AI replies. | Platform | Interface | Snippets | Assignment | Tickets | Auto-Replies | | --- | --- | --- | --- | --- | --- | | Messenger | Yes | Yes | Yes | Yes | No | | WhatsApp | Yes* | Yes | Yes | No | No | | WeChat | Yes | Yes | No | No | No | | Telegram | No | No | No | No | No | | Line | Yes* | No | No | No | No | | Viber | No | No | No | No | No | | Kik | No | No | No | No | No | *\* Only available on mobile app.* When you consider all those tools, Facebook Page Inbox, the interface for Facebook pages messaging is the only interface that really comes close. ### Further Reading You did it! You finished the guide. If you're interested in further reading we recommend you figure out the messaging app business account you'd like to use and continue with one of those guides: - Ultimate Guide to Facebook Messenger for Business - Ultimate Guide to WhatsApp for Business - Ultimate Guide to WeChat for Business - Ultimate Guide to Telegram for Business - Ultimate Guide to Line for Business - Ultimate Guide to Viber for Business ## [Ultimate Guide to TikTok for Business ](https:/respond.io/blog/tiktok-for-business) In this ultimate guide, you'll learn how to leverage TikTok for business. Discover the benefits, features and best practices of a TikTok Business Account. What would happen if your brand became the next viral sensation on TikTok? Imagine the huge visibility and engagement your business could gain — and how this could translate into more sales! In this guide, you will learn which TikTok account you should choose, the benefits of TikTok for business and how to effectively use TikTok to boost your brand and drive growth. From setting up your account to creating engaging content and tracking your success, we've got you covered. Let’s dive in and discover the potential of TikTok for your business! ### What is TikTok for Business? TikTok is an attractive option for businesses looking to expand their reach and connect with potential customers in a fun and engaging way. TikTok is aware of this and has been developing [business tools just like Instagram](https://respond.io/blog/tiktok-vs-instagram) and others, making it another important sales and marketing platform in the social media landscape. If you plan to start using TikTok for business, know that there are two types of TikTok accounts you can use. Let’s compare them and see which one works best for your business. #### TikTok Business vs. Personal Accounts [Creator Accounts](https://respond.io/blog/tiktok-business-vs-personal-account#:~:text=What%20is%20a%20TikTok%20Personal%20Account%20(aka%20Creator%20Account)%3F) are designed for general TikTok users, content creators, and public figures. They offer flexibility with privacy settings, allowing accounts to be either public or private. Analytics are available in-app, providing insights into content performance, and they include access to the Promote feature for ads. This type of account is free and supports verified profiles. Business Accounts cater to brands and businesses of all sizes. These accounts are public-only, ensuring maximum reach and visibility. Business accounts have downloadable analytics, providing detailed data for strategic planning. ![This%20image%20shows%20the%20differences%20between%20TikTok%20for%20small%20business%20accounts.](https://images.ctfassets.net/ph8r57dk1q9w/4m5SSg06Om1kmlwiDniObG/7011e333418c469fe9fc055b5eff2359/the-ultimate-guide-to-tiktok-for-business-image-1_563740e38a1425ca1a8c76b39fab9345.png) Like Creator accounts, Business accounts have access to the Promote feature for running ads. They are free and support verified profiles, making them a strong tool for professional brand management on TikTok. In summary, Creator Accounts are best for individuals focusing on personal branding and creative content, while Business Accounts are tailored for brands aiming to leverage [TikTok for business marketing](https://respond.io/blog/tiktok-marketing-strategy) and sales. One question still remains: Is TikTok for business free? The answer is yes. You can create your account and start using it without cost. But this is not the only reason to use a TikTok Business Account. Let’s talk about other benefits. ### Why Is TikTok Good for Business? TikTok's ascension to a social media staple makes it [a great platform for businesses](https://respond.io/blog/how-to-use-tiktok-for-business), providing a huge opportunity for enhanced brand visibility and subsequent growth. It is the social platform of choice for brands that want to engage with younger demographics, especially GenZers. In fact, as of April 2024, 17.3 percent of TikTok's global audience were [women between 18 and 24](https://www.statista.com/statistics/1299771/tiktok-global-user-age-distribution/), while male users of the same age made up approximately 18.9 percent of the platform's audience. TikTok does an impressive job of keeping its users engaged. In 2024, a user spends an average of [58 minutes on TikTok daily](https://whatsthebigdata.com/average-time-spent-on-tiktok/#:~:text=In%202024%2C%20a%20user%20spends%2058%20minutes%20and%2024%20seconds%20on%20average%20accessing%20TikTok). But what are the tangible benefits of using TikTok for business? Let’s dig deeper. #### 4 Benefits of TikTok for Business Here are some of the reasons why you should start using TikTok for business. ![This%20image%20shows%20the%20benefits%20of%20using%20TikTok%20for%20business.](https://images.ctfassets.net/ph8r57dk1q9w/1etzszJrUGbkwxLfWI1XZ5/2429fad3ddea96e80be8e23989d387df/the-ultimate-guide-to-tiktok-for-business-image-2_ffddc3135fccd53ef8dc88a4c7d26e86.png) ##### 1\. Increase Brand Awareness TikTok’s large and engaged user base offers businesses a unique platform to enhance their brand visibility through creative and viral content. ##### 2\. Grow Your Audience Organically The TikTok algorithm promotes organic growth, allowing brands to reach new audiences without needing a substantial ad budget. ##### 3\. Drive Traffic and Sales Businesses can utilize [TikTok Ads](https://respond.io/blog/tiktok-ads) to target specific demographics and drive traffic to their websites, ultimately increasing sales. With a variety of ad formats, you can capture user interest and drive conversions. ##### 4\. Track Ad Performance TikTok provides comprehensive metrics to help businesses analyze the performance of their ads and optimize their campaigns for better results. Businesses can track impressions, clicks, engagement rates and conversion data to measure the effectiveness of their advertising efforts. With the benefits made clear, let’s now go through the features you’ll unlock with a TikTok Business Account. ### TikTok Business Account Features By creating a TikTok Business Account, you gain access to the [TikTok Business Suite](https://ads.tiktok.com/help/article/navigate-web-business-suite), a centralized platform offering all the features and functions associated with a TikTok Business Account. ![This%20image%20shows%20the%20main%20TikTok%20Business%20account%20features.](https://images.ctfassets.net/ph8r57dk1q9w/5lt99s8E1D7T5eR4jGEfXR/347b3e4d99530e5b0f786e95502dfab8/the-ultimate-guide-to-tiktok-for-business-image-3_aa2657c10425499d7ddd69d1bfc382ae.png) Besides utilizing the Business Suite on the TikTok app, the Web Business Suite allows you to manage your business content and insights through a web browser. In this section, we discuss the features you’ll unlock with your Business account and the TikTok Business Suite. #### Conversion and Performance Tools - Lead generation: Easily gather leads using forms available on your profile, videos, and LIVE events. - Profile attributes: Highlight your business details and direct traffic to your website or app. - Analytics: Monitor growth, content performance, audience demographics and LIVE engagement through the Business Suite. #### Creative and Publishing Tools - Creative Hub: Discover content ideas and industry trends within the Business Suite. - Post Scheduler: Plan and schedule TikTok posts up to 10 days ahead. - Commercial Music Library: Access over 1 million songs and sounds for commercial use in the Creative Center. #### Interaction Management - Auto messaging suite: Set up automated greetings, FAQs and keyword-triggered messages. - Web comment and messaging interface: Manage interactions and create downloadable contact cards on TikTok for desktop. - Organic geo-targeting: Target specific geographic audiences by selecting a country under 'targeted audiences' before posting. Note: Available in select markets only. #### Account Enablement On your business profile, you can showcase essential business information and contact details while curating a photo gallery. And while these features may sound promising, TikTok for business has a learning curve and you should go one step at a time. More about this in the next section. ### How to Use TikTok for Business in 6 Steps In this section, we’ll guide you through 6 steps that will set you up for success with TikTok for business. #### Step 1: Create TikTok Account for Business To get started, you’ll need to have a Personal Account and switch it to a Business Account. To change your TikTok account type, follow these steps. ![This%20image%20shows%20how%20to%20set%20up%20TikTok%20for%20business%20in%20the%20app.](https://images.ctfassets.net/ph8r57dk1q9w/1Nt9mMFuzqgvaKUQDIYed4/1cf775c1f6dd1f6b961116294ed67108/copy-of-blog-images-template-24_044242f99c4e530a5d67272ba9248748.png) 1. Open the TikTok app and tap Profile at the bottom of the screen. 2. Tap the Menu ☰ button at the top, then select Settings and privacy. 3. Tap Account. 4. Select Switch to Business Account and follow the on-screen instructions to complete the switch. Once done, you can proceed with business verification. #### Step 2: Verify your Business When you create an ad account on TikTok, you'll need to [verify your business information](https://ads.tiktok.com/help/article/business-verification-faqs?lang=en). This process ensures better security by authenticating your brand's identity. Providing official documents like your business license builds trust with TikTok and your audience. ![This%20image%20shows%20a%20verified%20account.](https://images.ctfassets.net/ph8r57dk1q9w/7hG7C2h46FZDkl3zDZGigs/4f47a7ca34ea3d2a0350eb16d8655158/copy-of-blog-images-template-27_376d2be559dff7114efa01fe5ae1774e.png) If your TikTok account is verified, you'll receive a verified badge. This badge signifies that TikTok has confirmed the account's authenticity, ensuring it genuinely represents the brand it claims to be. Take it one step further and register your TikTok Business Account. Why? We explain it in the next point. #### Step 3: Register your TikTok Business Account Registering your business account on TikTok unlocks powerful features designed to enhance your marketing efforts. ![This%20image%20shows%20how%20to%20register%20your%20account.](https://images.ctfassets.net/ph8r57dk1q9w/59t6pb9oHm8yjyzzDBnloG/e3422b80ef28d7341256be662def63da/copy-of-blog-images-template-29_c882f14b591ff8d5d7ba546f800fde02.jpg) 1. Business Account Lead Generation: Utilize advanced lead generation services to capture potential customer information directly through your profile, videos, and live events. 2. Destination Links: Add external links to your videos or at the top of the comments section. This feature helps drive traffic to your website or specific product pages, boosting conversions. 3. App Download Links: Add a clickable App Download CTA button to your profile or Business Page. This makes it easier for users to download your app directly from TikTok, increasing app installs. 4. Video Settings: Access geo-targeting for your posts using the Video Setting functionality. This allows you to tailor your content to specific geographic audiences, ensuring relevance and increasing engagement. 5. Multi-user Login for Direct Message Management: Enable multi-user login functionality for managing direct messages. This is particularly useful for larger teams, allowing multiple users to handle customer inquiries efficiently. #### Step 4: Optimize Your TikTok Profile Optimizing your TikTok profile will ensure your audience is able to identify you and get an appropriate first impression of your business. Consider adding the following elements to your TikTok profile. - Profile Picture: Upload a high-quality profile picture, preferably your brand logo. - Username: Choose a username that reflects your business name. - Bio: Write a concise and engaging bio that explains what your business does. Include relevant keywords and a call to action if applicable. - Website Link: Add your website URL to drive traffic to your site. - Contact Information: Include your business email or other contact methods for easy communication #### Step 5: Open a TikTok Shop [TikTok Shop for Business](https://respond.io/blog/how-to-open-a-tiktok-shop) lets businesses sell products directly on TikTok, allowing users to browse and buy without leaving the app. It provides access to TikTok's large audience, boosts product visibility through engaging content, and leverages viral trends to increase sales. ![This%20image%20shows%20a%20TikTok%20Shop%20for%20business.](https://images.ctfassets.net/ph8r57dk1q9w/172EqHdyJVmv32c3Ko8raX/9351147201430f6137519e37b1392373/copy-of-blog-images-template-28_a2a53052551c6fbcd4b4141a8b59cbfc.png) Businesses can list products, tag them in videos, host live shopping events, and track performance with analytics. Special deals and discounts can also be offered. For users, the shopping experience is seamless and engaging, with easy product discovery, real-life demonstrations, and interactive live events, making shopping fun and straightforward. This approach helps businesses reach more people and grow their brand. #### Step 6: Generate Leads Here’s the best way to [generate organic leads on TikTok](http://respond.io/blog/tiktok-lead-generation): Focus on creating content that is informative, creative and solves problems. For example, if you own a fashion store, sharing genuine fashion tips and advice will likely attract more viewers than just highlighting how great your products are. TikTok users who resonate with your content are more likely to visit your TikTok Business profile. To leverage this opportunity, businesses can create an [Instant Form on their profile](https://ads.tiktok.com/help/article/set-up-lead-generation-from-business-account?lang=en), allowing potential customers to fill in pre-populated contact information. But here’s the kicker — you can [download your collected leads](https://ads.tiktok.com/help/article/manage-and-download-collected-leads-from-lead-generation?lang=en) to re-target them later. Just keep in mind that leads expire after 90 days. > To qualify for a lead form, businesses must have a Business Account with either 1,000+ followers or a Registered Business Account. TikTok has also been capitalizing on [paid advertising features](https://respond.io/blog/tiktok-advertising#toc-mobile-0). This allows businesses to reach a broad and engaged audience through various ad formats, such as: - In-Feed Ads: Appear in users’ feeds as they scroll, blending seamlessly with user-generated content. - TopView Ads: Premium placements that appear at the top of the feed when the app is opened. - Spark Ads: Boost organic content by turning existing TikTok posts into ads. ![This%20image%20shows%20how%20to%20create%20ad%20campaigns%20in%20the%20TikTok%20Ad%20Manager](https://images.ctfassets.net/ph8r57dk1q9w/3kA6dELZZDw0i70Z8PXlH9/55cdc2a5784de3c38dc785979fc8484b/screenshot-2024-07-29-at-104238-pm_ccda50642cd0b8cdcb7fff54439ec56d.png) To begin with TikTok paid advertising, you’ll need to set up a TikTok Ads Manager account. Then, you can start creating engaging ads and targeting your desired audience. Once you have some ad campaigns running, visit the Analytics module on your TikTok Business suite to track the effectiveness of your ad campaigns. ### Take TikTok Sales and Marketing to the Next Level While TikTok provides basic business tools, it may fall short for businesses that sell through chat across multiple channels and need advanced features for automation, analytics, security, and customer communication. Respond.io, a TikTok partner, checks these boxes and many more. #### Unlock the Power of TikTok Business Messaging Too many TikTok messages? We’ve got you covered! As one of the first platforms to offer a TikTok Business Messaging integration, respond.io helps businesses manage TikTok conversations effortlessly and turn them into revenue-driving opportunities. From organic video responses to TikTok Messaging Ads, you can fully leverage the platform’s wide reach and high conversion potential. With TikTok Business Messaging now part of respond.io’s omnichannel suite, you can manage TikTok chats alongside WhatsApp, Instagram, and more—all from one inbox. Currently in Beta, TikTok Business Messaging is available in most regions except the U.S., EEA, Switzerland, and the U.K. If you have an eligible TikTok Business Account with Advanced Access (linked to TikTok for Business), connect it to respond.io today and start turning conversations into customers. ### Combine the Power of TikTok and Respond.io to Accelerate Business Results 🚀 **Big News!** TikTok Instant Messaging Ads are now globally available! Now, businesses can connect with TikTok leads on WhatsApp and Messenger to offer consultations, schedule appointments, and close sales—all in a single conversation. [**Book a consultation today!**](https://respond.io/demo) ### Further Reading Did you find this reading interesting? If so, these articles might be for you. - 6 Eye-Catching TikTok Ad Examples Every Business Should Learn From - TikTok Ads vs Facebook Ads: Key Differences Every Marketer Should Know - The Ultimate Guide to Instagram Business Messaging ## [Ultimate Guide to Viber for Business ](https:/respond.io/blog/viber-for-business) Wondering how to use Viber for business and what business account types are available? This article tells you everything you need to know about Viber Business. If Viber is popular with your customers, you've probably been wondering how to use Viber for business. Do you want to know how to get a Viber business account and how Viber business pricing works? What’s the difference between Viber Business Messages and Viber Chatbots? This guide will answer these questions and explain the best ways to use Viber for business. ### What is Viber? One of the first messaging apps, [Viber](https://help.respond.io/viber/viber) launched in 2010, even before [LINE](https://respond.io/blog/line-official-account) and [Messenger](https://respond.io/blog/facebook-business-chat). It is free to use and focuses more on calling compared to other messaging apps with a VoIP feature called Viber Out (more on this later). There are three main tabs in the Viber app. The Chats tab contains conversations with contacts, Viber Business Accounts and Viber Communities. Ads will occasionally be shown in the chats list. ![There%20are%20three%20main%20panels%20in%20the%20Viber%20app.%20The%20Chats%20panel%20contains%20conversations%20with%20contacts%2C%20Viber%20Bots%2C%20and%20Viber%20Communities.%20Like%20Facebook%20Messenger%2C%20ads%20will%20occasionally%20be%20shown%20in%20the%20chats%20list.](https://images.ctfassets.net/ph8r57dk1q9w/5KBRqpNtvIjkqf8HnzsLbd/9e0195d2179ea98585c6aea0c042c670/newchatscreen2020_f8e4b37ae0464dcb1a0cb567abb45191.PNG) The Calls tab shows contacts and recent calls. Here users can add new contacts or invite friends to Viber. Users can also use Viber Out here to call contacts. The More tab contains everything else like settings. It is also used to promote Viber Out and the [Sticker Market](https://www.viber.com/en/blog/2019-06-25/all-day-every-day-with-viber-stickers/). Although Viber’s Sticker Market is not as large as LINE’s, its sticker packs are rather expensive. #### Viber’s Unique Features Other than [Viber groups](https://respond.io/blog/viber-group), Viber has a couple of unique social features that set it apart from other messaging apps. These are Viber Communities, which are large interactive groups, and Viber Out, which allows voice chats. ##### Viber Communities Longtime users of Viber will be familiar with [Viber Communities](https://respond.io/blog/viber-community), outsized chatrooms commonly used as fan pages by celebrities and businesses. Users can follow Viber Communities and interact with businesses by asking questions in the public group chat or participating in polls. ![Viber%20communities%20are%20like%20large%20group%20chats%2C%20they%20are%20a%20way%20for%20companies%20and%20celebrities%20to%20use%20Viber%20for%20Business.](https://images.ctfassets.net/ph8r57dk1q9w/5tXIsHXAT3ByCrnzWgMDqW/d2f7ea65cde069ef0205c410ae83966e/vibercommunitylongss_12c78faabd8af5e40d2d62ba81f9628c.PNG) Viber Communities are not searchable by default. However, you may [reques](https://help.viber.com/hc/articles/9340728226077-Communities-knowledge-base-for-admins)[t to have your Viber Community added to the search list](https://help.viber.com/hc/articles/9340728226077-Communities-knowledge-base-for-admins). Keep in mind, Viber only indexes Communities with more than 1,000 participants. Once your Viber Community is on the search list, you may link it to a Viber Chatbot account, one of the Viber business account options. We’ll explain the Viber business account types in the Accounts section. Viber Communities appear in the main chat list, right next to all the private and group chats. In a way, it makes brands and public figures feel more reachable. Viber claims Communities are driving growth, but it seems like Viber Out is the feature making gains. ##### Viber Out The flagship VoIP feature, Viber Out, allows calls to mobile and landline numbers. It’s similar to Skype, where users [buy credits or monthly subscriptions for calls](https://help.viber.com/hc/articles/9193878650653-Everything-you-need-to-know-about-Viber-Out-call-rates). Viber’s user base continues to expand by attracting users that use Skype for calling. ![Viber%20Out%20is%20a%20VoIP%20feature%20that%20allows%20calls%20to%20mobile%20and%20landline%20numbers.%20It%20works%20similar%20to%20Skype%2C%20where%20users%20buy%20credits%20or%20monthly%20subscriptions%20for%20calls.%20Vibers%27%20user%20base%20continues%20to%20expand%20by%20attracting%20users%20that%20use%20Skype%20for%20calling.](https://images.ctfassets.net/ph8r57dk1q9w/7s2ReEyfdf7sXjp7COGJVo/e37e133b65573c1d88c609c5dd112a41/ViberforBusiness2_0Image01_471b7f741d71de16b9988f233eec4145.png) Skype is losing its market lead to Viber, which targets users calling places like the Philippines and Tajikistan with cheaper prices. A Viber monthly plan for the Philippines with 120 minutes costs only $9.99 per month, while a similar plan with Skype costs $15.59. The Viber Out feature is driving user growth in Eastern Europe and Asia. With over 2.3 million Filipinos abroad and over a million Tajiks using apps like Viber to call home, the company is just getting started in this user niche. #### Where Is Viber Popular? With over a billion users worldwide, Viber ranks among the top five messaging apps, mainly concentrated in Eastern Europe, the Middle East and Southeast Asia. To get a better look at Viber’s popularity, let’s take a look at Monthly Active Users (MAUs). As of 2021, Viber reported [820 million active users](https://99firms.com/blog/viber-statistics/#gref), a huge growth over the 260 million it reported two years earlier. During the pandemic, user numbers grew rapidly as people turned to online groups to socialize and share information. Viber pushed this growth with initiatives like Covid-19 chatbots and e-commerce support. App usage remains strong in its key markets. ![Map%20showing%20areas%20where%20Viber%20is%20most%20popular%3A%20Central%20and%20Eastern%20Europe%2C%20Southeast%20Asia%20and%20Middle%20East%20and%20North%20Africa.](https://images.ctfassets.net/ph8r57dk1q9w/3pL10PjeexOe2ZYONUqetU/e7a9aac6a15e4747d4607d555f538812/ViberforBusiness2_0Image022_de2e390dfae6082299653b108326dac8.png) The most concentrated user group is in [Ukraine, with 97% of Android users having the app](https://99firms.com/blog/viber-statistics/#gref) on their phones as of September 2021. Viber is also extremely popular in the Philippines and Myanmar, growing faster than local competitors like WeChat and LINE. If your customers are in these areas where Viber is dominant, consider using Viber for business. ### Types of Viber Business Accounts The way Viber business accounts work has changed due to Viber’s new policies and pricing plans implemented in September 2022. There are now two business account options: [Viber Business Messages](https://www.forbusiness.viber.com/en/business-messages/) and [Viber Chatbots](https://www.forbusiness.viber.com/en/chatbots/). We’ll briefly explain Viber Business Messages and then discuss how you can use Viber Chatbots as a Viber business account. Both options are effective ways to send business messages of a transactional, promotional or conversational nature. #### Viber for Business: Viber Business Messages A Viber Business Messages account allows businesses to message customers using their phone numbers. It is usually used by large companies to send a high volume of transactional messages, like user authentications and status alerts. You’re not limited to transactional messages, however. It can also be used for promotional messages and conversational messages within a 24-hour [session window](https://www.forbusiness.viber.com/en/business-messages/). ![Viber%20Business%20Messages%20allows%20businesses%20to%20send%20transactional%2C%20promotional%2C%20and%20conversational%20messages.%20Viber%20Business%20Messages%20is%20a%20product%20Viber%20created%20to%20enable%20large%20companies%20to%20use%20Viber%20for%20Business.](https://images.ctfassets.net/ph8r57dk1q9w/5weXIP6Og1ObSkdkw7eQgY/b35f101c350e093a10d530c894ce18de/ViberforBusiness2_0Image03_d5c2b279f4c63ca6543c72a57bb7491f.png) A great advantage of Viber Business Messages is they use SMS as a fallback when there’s no internet connection, so you can be sure your messages will be delivered. The drawbacks? Sending messages incurs fees, which vary per region. In addition, it requires a lengthy setup and verification process and you’ll need to subscribe to a Viber partner, which further adds to the costs. For small to medium-sized businesses, we suggest using Viber Chatbot. Keep reading to find out what it is and how to create one. #### Viber for Business: Viber Chatbot A [Viber Chatbot](https://www.forbusiness.viber.com/en/chatbots/) can be used as a business account customers can interact with. As the name implies, Viber Chatbot accounts can use automated messaging. However, they can also be connected to a messaging platform to message customers manually or via automated Workflows. Provided you don’t spam your customers, you can use your Chatbot account to send transactional, promotional and conversation messages. ![Viber%20Public%20accounts%20used%20to%20be%20able%20to%20brand%20in%20order%20to%20be%20able%20to%20message%20their%20customer%2C%20since%20Viber%20Public%20Accounts%20no%20longer%20exist%2C%20companies%20need%20to%20get%20a%20Viber%20Bot%20instead.](https://images.ctfassets.net/ph8r57dk1q9w/2fk864uj1WS7xyp0EYvGHZ/44732b621ebbcf9484438bd27c5641d3/botcanvas_eb497cbc5319eabb2efefba4ace065ae.PNG) Viber Chatbots are relatively similar to other messaging app business accounts, but have one feature we haven’t seen anywhere else - a customizable keyboard! The in-app [developer tools allow you to customize the keyboard](https://developers.viber.com/docs/tools/keyboards/) a user sees when they interact with your bot. #### Viber Chatbot Pricing Making a chatbot on Viber is free. You don't have to pay anything to get started. However, there’s a maintenance fee of EUR 100 for each chatbot you have. With this monthly fee, you can send as many session messages as you want to people who chat with you. While there’s no extra cost for these messages, there are some messaging restrictions to keep in mind. As soon as someone messages your business, a 24-hour messaging window starts. Exchanging session messages with customers is free during the 24-hour window. However, when the session ends, you need to restart a conversation with chatbot-initiated messages. Chatbot-initiated messages are not free. How much each message costs depends on where the person receiving the message lives, based on their phone number’s country code. To see how much you’ll pay for these messages, check the [Chatbot-initiated message rate card](https://help.viber.com/hc/en-us/articles/15247629658525#rate-card). One last important point: Viber Bots created before 05.02.2024 are subject to the [previous commercial model](https://help.viber.com/hc/en-us/articles/8746671603485) until further notice. #### How to Create Viber Business Account To establish a Viber Business Account, you must [apply for a Viber Chatbot through Viber](https://share.hsforms.com/12pxGHMtAS3yq_3KcxQ6g1A4fpwx). After that, the Viber team will review your application and get back to you. > Note: Having a personal Viber account is required to apply for a Viber Chatbot Keep in mind that Viber prohibits the following businesses: Forex and crypto, adult entertainment, political content, alcohol and drug promotions, tobacco, weapons and more. Businesses related to gambling, gaming, loan and microcredit bots may require further documents and validation. You’ll notice there is no place to manage messages sent to your Viber bot because Viber does not have an interface to send or receive messages. To start chatting with customers, [create a respond.io account](https://app.respond.io/user/register) and [connect your Viber Chatbot](https://help.respond.io/channels/viber#connecting_viber). ### Using Viber for Business: Best Practices You’re probably used to communicating with customers via email, phone or SMS. Chatting over [messaging apps is a bit different](https://respond.io/blog/business-messaging#toc-mobile-2). In this section, we’ll go over some best practices for using a Viber Chatbot to connect with your customers. #### Viber for Business: Finding Your Customers on Viber Although Viber [assigns User IDs based on phone numbers](https://developers.viber.com/docs/faq/#account-subscribers), you can’t just import contacts from a CRM. To get your customers as Viber Contacts, you’ll need to get them to message you first. This is a limitation created by Viber to avoid spam marketing. ![To%20chat%20with%20you%20customers%20using%20a%20Viber%20Bot%20you%27ll%20need%20to%20get%20them%20to%20message%20you%20first.%20You%20can%20send%20chat%20links%20and%20QR%20codes%20to%20your%20existing%20customers%20so%20they%20send%20the%20first%20message.%20Or%20you%20can%20attract%20new%20customers%20with%20Viber%20advertising.](https://images.ctfassets.net/ph8r57dk1q9w/6VVTx4jm38KmTZF6nmBpHl/3cec3d147b6addb4c6d261556b961555/ViberforBusiness2_0Image04_83d43f3add98427c22437561851c48ad.png) There are a few helpful tools to get customers to message you first. You can send chat links and QR codes, install a [Viber chat widget](https://respond.io/blog/viber-widget) on your website or attract new customers with Viber advertising. ##### Chat Links and QR Codes In the Viber Admin Panel, you can generate a QR code customers can scan to start a conversation with your Viber Chatbot. Keep in mind that you won’t be able to start chatting unless you actually connect your account to an inbox using the token. ![Scan%20This%20QR%20Code%20With%20The%20Viber%20App%20To%20Start%20a%20Chat%20with%20our%20Viber%20Bot](https://images.ctfassets.net/ph8r57dk1q9w/6tG827xy1Xf8XdqNkq71Zc/2f9748ccd2d6e9f984f4f7fac3103754/ViberforBusiness2_0Image05_b204d545aecf00e5746d99058ef84ef0.png) QR codes work like [Messenger Codes](https://respond.io/blog/facebook-messenger-code), converting offline traffic like foot traffic in a store to Viber contacts. You can also add the QR code to your website or emails. The QR code only works if users have the Viber app installed on their phones. It will not work on the desktop version of Viber because desktop computers cannot scan the code. You can also create a shareable click-to-chat link so contacts can reach you on either desktop or mobile. All chat links will only work if users install the Viber app. Users accessing the site via mobile will go directly to the app. On desktop, the link directs them to [Viber for Desktop](https://help.viber.com/hc/articles/9084593040285-Set-up-Rakuten-Viber-on-your-desktop), which they’ll need to install if they haven’t already. Viber allows you to create [URI links, not URLs](https://developers.viber.com/docs/tools/deep-links/). The URI goes to a part of your bot, either to open a conversation or to your profile info page, depending on how you configure it. Note that if the link is set to go to your profile info page, it will not work on desktop. ##### Viber Web Chat Widget Another way to get customers to message you when they visit your website either via mobile or desktop is to add a [Viber web chat widget](https://respond.io/blog/viber-widget). This is a pop-up box on your website that allows visitors to message you by clicking on the Viber icon or scanning a QR code. To set this up, you need to have [Viber Chatbot connected to respond.io](https://respond.io/blog/viber-widget#toc-mobile-1). As with general QR code links, the chat widget will only work for users with the Viber app installed. ##### Viber for Business: Advertising You can also promote your Viber Chatbot through Viber advertising. Ad formats include desktop ads, post-call ads, ad banners and promotional stickers. Each of these will take the user to your Viber business account profile. ![This%20is%20an%20image%20showing%20examples%20of%20sticker%20post-download%20ad](https://images.ctfassets.net/ph8r57dk1q9w/33R76G1xnhPlcnjh7Cptpc/da6a4fe6648889abb43ad20d35b48014/Viberadpromotionalsticker_d3708fc44b30a4174a8eb0385fc3378b.jpg) The most interesting format is Viber stickers. When users download branded sticker packs, they’ll be subscribed to the Viber Chatbot automatically. Viber advertising is intended for larger companies. To apply, fill in [this form](https://share.hsforms.com/15Naem5LdS3umDHmkGTZ9YA4fpwx). ### Messaging Customers Using a Viber Chatbot Once customers have initiated contact on Viber, you can start messaging them. In this section, we’ll discuss 1:1 messaging, broadcast messaging, and group messaging. #### Viber for Business: 1-to-1 Messaging Most messaging app business accounts block all replies after some time using a messaging window and don’t provide read receipts. Viber Chatbots are more business-friendly because they [allow a limited number of messages outside the window](https://respond.io/blog/viber-bot-pricing#toc-mobile-1) and provide read receipts. When you send a message, you expect to know whether it was delivered, right? Luckily, Viber sends message statuses through your connected business messaging platform so you can see if a message has been delivered, read, or failed to send. In addition, some messaging app business accounts will mark the messages sent by customers as read automatically, so they may be annoyed if you don’t respond right away. Messages from a Viber business account will be marked as delivered but not seen. #### Viber for Business: Broadcast Messaging Once you’ve got 1:1 messaging figured out, you can start exploring [mass messaging](https://respond.io/blog/viber-bulk-message) with Viber. Make sure that your connected business messaging platform has [broadcast functionality](https://help.respond.io/broadcasts-module/broadcasts-overview). ![Like%201%3A1%20messaging%2C%20Viber%20doesn%u2019t%20place%20on%20limitations%20on%20the%20content%20or%20number%20of%20broadcasts%20you%20can%20send.%20However%2C%20you%u2019ll%20need%20to%20make%20sure%20that%20the%20business%20messaging%20platform%20you%20connect%20your%20Viber%20Bot%20to%20has%20broadcast%20functionality.](https://images.ctfassets.net/ph8r57dk1q9w/2S5uUPKxTsWYiHfNU9Ghx9/e467fe391f4a32c30304d835b5b355c2/blog-updates-viber-image-02_3ceccb32f8be0e7941bcde1f2d8855d7.png) Remember that you can only message Viber contacts who have messaged you first. Viber doesn’t limit your broadcast content. However, you’ll be charged for messages that exceed your monthly limit. Remember to be careful with broadcasts, as Viber contacts can block you if they feel they are being spammed. If your Viber Chatbot gets blocked, you’ll see an error message like: *Failed to send the message. The user is not subscribed anymore.* #### Viber for Business: Group Messaging In addition to sending broadcasts, you may want to have interactive discussions with large groups of customers to share information and get feedback. Viber has three group messaging options: [Groups, Channels, and Communities](https://www.viber.com/blog/2019-11-04/communities-vs-group-chats-whats-best-for-you/). ##### Viber Groups Groups are limited to 250 members and Viber bots cannot join or host a group. However, you can start groups with a personal Viber account under your business name. ![Image%20with%20icon%20showing%20that%20Viber%20Bots%20Cannot%20Join%20Group%20Chats](https://images.ctfassets.net/ph8r57dk1q9w/wAkc65qQXY8MYQk8JP9Y6/5a25fc4e3b0f70df888c177a5f312da8/ViberforBusiness2_0Image08_cbd14816999a107ee844ffa4141b3c1a.png) These may be used by micro-businesses or to communicate with smaller groups of customers. ##### Viber Channels Channels are an option for one-way group communication from a business, and are not available in all countries. They can have an unlimited number of members. Only admins can post in the channel, but members can respond to polls or quizzes. When they reach a certain number of members, which Viber does not specify, Channels may become public Channels. This means they will be searchable on Google and people who are not members can view a preview of the channel. ##### Viber Communities [Communities](https://respond.io/blog/viber-community), which we’ve already mentioned above, are similar to Channels in that they have an unlimited number of members. Unlike Channels, they allow two-way communication, which boosts interaction but [requires moderation effort](https://respond.io/blog/viber-community#toc-mobile-3). ### How to Use Viber for Business for Marketing, Sales and Support Now that you know how to get contacts and message them, let’s briefly look at some of the applications for Viber Chatbots connected to respond.io. With Viber, you have many options for marketing, sales and support use cases. #### Viber Business for Marketing As Viber has fewer restrictions on promotional messages than other messaging apps, [it’s easy to use it for marketing](https://respond.io/blog/viber-marketing). Even with the new limitations on free messages, it’s still relatively low cost. With your Viber account connected to respond.io, you can [broadcast promotional messages to Contacts](https://respond.io/blog/viber-push-notifications) to let them know about new products and the latest deals. You can also engage with members in Viber Communities by hosting [activities like contests or giveaways](https://respond.io/blog/viber-community#toc-mobile-7). Encourage community members to [share about your brand with promotional stickers](https://respond.io/blog/viber-community#toc-mobile-11). #### Viber Business for Sales Salespeople want to reach leads where they’re most likely to engage. If a large number of leads are on Viber, that’s the best place to reach out to them. A Viber Chatbot connected to respond.io allows you to set up [automation to shorten your sales cycle](https://respond.io/blog/viber-sales#toc-mobile-4) by quickly answering questions and qualifying leads. In addition, you can use respond.io to [integrate your Viber inbox with a CRM or data enrichment software](https://respond.io/blog/viber-sales#toc-mobile-5). #### Viber Business for Support Your Viber business account is a great way to provide customer support to those who frequently use the app. When someone has a support request, they’ll likely send the first message, so you’ll be able to reply to them free of charge within the messaging session. When you’re connected to respond.io, [you can provide faster support](https://respond.io/blog/viber-support#toc-mobile-6) with automated messages, get a full overview of customers’ chat history, send customer satisfaction surveys and more. Are you ready to get started with Viber for business? Sign up for a free trial with respond.io and connect your Viber Chatbot account today! ### Further Reading We’ve discussed all the most important issues in using Viber for business. Read these articles if you’re interested in using other messaging apps for business: - Everything You Need to Know About WhatsApp Business - The Ultimate Guide to Using Telegram Business - The Ultimate Guide Using Kakao for Business ## [Unlock Growth with a Multi-channel Wati Alternative](https:/respond.io/blog/wati-alternative) Comparing Wati vs respond.io for mid-market B2C teams: see which fits multi-channel automation, reporting and scalable costs. If you run a mid-market B2C business where marketing, sales and support conversations happen across WhatsApp plus other channels, choosing the wrong Wati alternative can cost you qualified leads, slower conversions and higher support workload. This comparison evaluates Wati vs respond.io across channel coverage, automation, reporting and total cost as you scale. | Feature | Respond.io | Wati | | --- | --- | --- | | WhatsApp Capabilities | WhatsApp BSP — no monthly BSP fee. WhatsApp message fees passed through at Meta's published rates, no markup. Supports catalog, broadcasts, WhatsApp Business Calling, and Voice AI for inbound calls. | WhatsApp BSP — no monthly BSP fee, but WhatsApp message fees are charged at a markup above Meta's published rates. Supports catalog, broadcasts, and WhatsApp Business Calling. | | Supported Channels | WhatsApp, Instagram, Facebook, Telegram, Viber, WeChat, SMS, email, LINE, Webchat, TikTok, VoIP, custom channels | WhatsApp, Instagram, Facebook Messenger, SMS, RCS | | Broadcasts | WhatsApp, Facebook, LINE, Viber, Telegram, SMS and custom channels. | WhatsApp only. | | Automation and Workflows | Runs across all supported channels; no trigger caps. Automation triggers directly from WhatsApp and TikTok Messaging Ad clicks into Workflows. | Full chatbot automation on WhatsApp and Instagram (shared trigger cap of 1,000–5,000/month across both channels). Silent failure when cap is hit — no notification, no fallback. Basic rule-based automation on Facebook Messenger | | AI Features | AI Agents built in from the Growth plan — all channels, native human handoff, no separate subscription. Voice AI for WhatsApp and VoIP calls (Advanced and above). AI-assisted message drafts, AI Prompts, and AI conversation summaries on all plans. | AI Support Agent (Pro and Business plans only) — handles FAQ responses and simple WhatsApp conversations autonomously, WhatsApp only, no human handoff. AI writing assistance available on all plans. | | Security and Stability | ISO 27001 certified. 2FA and SSO available, meeting cross-market compliance and data handling requirements as business scales. 99.999% uptime. | No ISO 27001 certification. No 2FA or SSO. | | Customer Support | Platform onboarding included on all plans. Human-guided onboarding available depending on capacity and needs. 24/5 human support + 24/7 AI Agent support, all plans. Support via call available. | Onboarding on annual plans only — paid add-on on monthly plans. Email and bot support on Growth and Pro. No phone support. | ### Who should choose respond.io vs Wati? Choose respond.io if you run a mid-market B2C team that manages marketing, sales and support conversations across WhatsApp and other channels, and you need automation, routing and reporting that work across those channels. Choose Wati if your business is primarily WhatsApp-first and your team only needs basic WhatsApp messaging and automation. If you only need simple WhatsApp workflows with minimal cross-channel coordination, respond.io may be more platform than you need. ### Wati Alternative: Wati vs Respond.io Wati and respond.io are platforms that facilitate customer conversations for business. Wati is primarily a WhatsApp Business API platform focused on WhatsApp-centric inbox, automation and messaging management, while respond.io is a customer conversation management platform with multi-channel inboxing and cross-channel automation. They have similarities like providing businesses tools to automate conversations, send broadcasts and get conversation reports. However, they were built with different purposes and businesses in mind. Respond.io is a customer conversation management platform with multi-channel inboxing and cross-channel automation for teams handling high volumes of customer conversations. It provides tools for mid-market B2C teams to manage and drive conversations across these channels for marketing, sales and support. Wati, conversely, was built specifically for the [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api). It has since added channels including Instagram, Facebook Messenger, RCS, and WhatsApp Business Calling, though Instagram automation is limited to Pro and Business plans, and it still doesn't support email or TikTok. Critically, Wati's automation runs on WhatsApp only regardless of plan — other channels can receive messages but can't be automated. Small businesses communicating primarily on WhatsApp may find Wati sufficient, but will miss out on opportunities for growth. If you're in a region where [WhatsApp is not the only popular messaging app](https://respond.io/blog/top-messaging-apps#toc-mobile-6), you won’t be maximizing your reach. Marketing on social channels like TikTok and Facebook also helps businesses expand and capture leads among new audiences. Now, let's explore how respond.io’s ability to support multiple channels and more can better suit your business needs. ### Wati Alternative: Is Respond.io a Better Choice for Your Business? For teams that need multi-channel messaging with automation that works beyond WhatsApp, a customer conversation management platform is typically a better fit than a WhatsApp-only solution; respond.io is one option built for that scenario. It has helped businesses globally [gain more qualified leads](https://respond.io/blog/how-sleek-gained-3x-more-qualified-leads-over-whatsapp), [improve sales conversions](https://respond.io/blog/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50) and [achieve a high degree of customer satisfaction](https://respond.io/blog/how-sharwa-designed-a-communication-strategy-that-achieved-85-in-csat-scores). In the upcoming sections, we'll look at some of the ways you can achieve success on respond.io. If your entire customer base is on WhatsApp and you only need basic WhatsApp automation with minimal cross-channel coordination, respond.io may be more platform than you need. ### Centralize All Messaging Channels and Integrate with CRMs If you need to manage WhatsApp plus channels like TikTok and email in one workspace with automation across channels, respond.io is the stronger Wati alternative because Wati’s automation and channel coverage are WhatsApp-first. And while Wati has added Messenger, RCS, and WhatsApp Business Calling, its automation only runs on WhatsApp — so agents on other channels still handle conversations manually, and messages may be overlooked without a true omnichannel inbox. If managing multiple channels sounds daunting, centralize them on respond.io, a customer conversation management platform with multi-channel inboxing, to manage conversations in one place without channel silos. #### Connect WhatsApp, TikTok, Facebook Messenger and More Respond.io allows you to connect all popular messaging channels that your customers prefer. This multi-channel approach increases the potential for capturing conversations and boosting conversion opportunities. Because it is a [WhatsApp Business Solution Provider](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider), you can get official [WhatsApp API](https://respond.io/blog/whatsapp-business) access and use it along with messaging channels like [TikTok](https://respond.io/blog/tiktok-for-business), [Facebook Messenger](https://respond.io/blog/facebook-business-chat), [Telegram](https://respond.io/blog/telegram-for-business), [Viber](https://respond.io/blog/viber-for-business), and [Instagram](https://respond.io/blog/instagram-business-chat). It even supports traditional channels like email and [SMS](https://respond.io/blog/business-sms). ![An%20image%20showing%20all%20the%20channels%20that%20should%20be%20centralized%20on%20one%20platform](https://images.ctfassets.net/ph8r57dk1q9w/7uZbpwDQL6CACJ6ZLwaF74/86c36a3cb95cc883349148ef8903b13f/Wati_Alternative_-_Image_1.png) Additionally, you can manage multiple channel accounts like individual WhatsApp accounts or numbers for each branch or outlet. Respond.io supports native channel capabilities like sending emojis, voice messages and more to make conversations with customers more authentic and casual. #### Switch from Chat to Call When Needed Respond.io lets agents switch from chat to voice without leaving the platform. Unlike Wati, which supports WhatsApp Business Calling only, respond.io supports both [WhatsApp Business Calling](https://respond.io/blog/whatsapp-voice-call) and [VoIP](https://respond.io/blog/whatsapp-voice-call) — so businesses can connect their existing phone systems and manage all voice and messaging channels from one interface. Human agents can even transfer WhatsApp calls mid-conversation while customers stay on the same line with a short waiting tune before the call resumes, ensuring smooth handoffs without interruptions. This makes it easier to connect with customers in a more personal way. #### Integrate Custom Channels like In-app Chat, Chats from E-commerce Platforms and more Another distinct advantage of respond.io is that if your company has its own messaging app or uses an e-commerce platform’s native inbox like Lazada chat inbox to communicate with customers frequently, you can integrate them on respond.io. ![An%20image%20of%20the%20channels%20you%20can%20integrate%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6mighVeMUeF0Kpn8h3uxwT/df08ab7a8460fe5578c124497a5f6b30/Wati_Alternative_-_Image_2.png) Respond.io’s [custom channels](https://help.respond.io/channels/custom-channel) integration lets you connect any channels with an open API to the platform. Centralizing both popular and business-specific messaging channels allows you to respond to messages from multiple touchpoints in one [omnichannel inbox](https://respond.io/blog/omnichannel-communication). #### Merge Conversations from WhatsApp, Facebook Messenger and Other Channels in a Single Thread Businesses that have a presence on multiple channels must provide an [omnichannel experience](https://respond.io/blog/omnichannel-communication#toc-mobile-2). One way to do this is by recognizing returning customers on any channel. With respond.io, businesses can unify customer profiles by [merging conversations with the same customer from different channels](https://help.respond.io/contacts/contacts-overview#merge_contacts) into a single thread. If a customer messaged you previously on WhatsApp but decides to message you on Telegram next, merge the conversations to get context effortlessly. ![A%20screenshot%20showing%20the%20omnichannel%20capability%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/67w0Fl8u7rN3ODq6e7VRQw/fc32d62002f7d90cb19539d7aedceaf9/merge_contacts.png) While you can host multiple WhatsApp Business Accounts and phone numbers on Wati, it doesn’t have a tool to prevent siloed conversations across them. If a customer messages two different brand outlet WhatsApp accounts, Wati cannot recognize the customer as an existing contact. #### Enrich Data with HubSpot, Salesforce and Other Integrations Large businesses often store customer data in a CRM like HubSpot or Salesforce, so integration with these is a must-have in a conversation management platform. CRMs are seen as a single source of truth, and switching between platforms to gain more context on a customer is a hassle. Respond.io now offers [HubSpot](https://respond.io/blog/hubspot-integration) and [Salesforce integrations](https://respond.io/blog/salesforce-integration) to customers on all plans. With a single click, agents can access HubSpot or Salesforce data directly from a conversation to get full context on the customer they’re chatting with. ![Screenshot%20showing%20how%20to%20enrich%20customer%20data%20from%20HubSpot%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4d3X3h8VL5OKOeEBoY1Zy9/b4b001ec66605737bac7e7f166f12edf/hubspot_button.png) To integrate with other software, use [Zapier](https://help.respond.io/l/en/zapier/zapier) or [Make](https://help.respond.io/l/en/integrations/make) for quick connection with thousands of other platforms. Next, we’ll cover how you can utilize respond.io to send promotional messages and initiate conversations with your customers. ### Capture and Manage Leads on Multiple Channels Limiting your business’s marketing channels can result in missed opportunities to expand its reach and generate more sales and revenue. This is especially true for businesses that generate customers mainly from websites, social media or other e-commerce platforms, as customers may have varying preferences for messaging channels. To overcome this, businesses must embrace a multi-channel marketing approach that allows them to interact with customers across different platforms. #### Generate Leads through Click to WhatsApp, Instagram, Facebook and TikTok Messaging Ads Social media channels like TikTok, Instagram and Facebook present a valuable opportunity for targeted advertising through click-to-chat ads. These ads enable businesses to encourage leads to start a conversation directly and engage with them when their interest is at its peak. [TikTok Messaging Ads](https://respond.io/blog/tiktok-ads) offer an additional way to capture new audiences with video content that seamlessly blends into their feeds and entices them to send a message on WhatsApp or Facebook Messenger. ![An%20image%20showing%20the%20ability%20of%20respond.io%20to%20recognize%20the%20click%20to%20chat%20ads%20that%20customers%20come%20from](https://images.ctfassets.net/ph8r57dk1q9w/kr2KVDz6Uary6Jm0gjd87/2f85568be78301b0e203d62a24ef7359/tiktok_ads.webp) When a lead messages you through click-to-chat ads, respond.io shows you which ad a customer clicked on when they message you, giving agents useful context to [respond intelligently](https://respond.io/blog/conversation-led-growth#toc-mobile-5). You can also automate these conversations to [gain lead information](https://help.respond.io/l/en/workflows/step-respond-with-ai#collect_information_objective) and qualify them automatically. Wati does not support TikTok Messaging ads. While it supports click-to-WhatsApp ads, Wati merely shows that a conversation started from an ad, unlike respond.io, which allows direct identification of specific ads in your inbox. Extra steps are needed if agents want to pinpoint the exact ad the lead is inquiring about. Next, let’s look at using broadcast for marketing and remarketing. #### Broadcast on WhatsApp, Facebook Messenger, Telegram and More With respond.io, businesses can send [broadcast messages](https://help.respond.io/broadcasts-module/broadcasts-overview) on multiple channels, including [SMS](https://respond.io/blog/sms-marketing-sms-broadcast), [WhatsApp](https://respond.io/blog/whatsapp-broadcast), [Facebook Messenger](https://respond.io/blog/facebook-messenger-broadcast), [Telegram](https://respond.io/blog/telegram-broadcast), [LINE](https://respond.io/blog/line-broadcast) and [Viber](https://respond.io/blog/viber-bulk-message). They also have the option to send broadcast messages on the last channel a customer has interacted with them on. ![An%20image%20of%20the%20multi-channel%20broadcast%20capability%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/32LdKpZpPfQ93QIXJVCPuK/4dfa8f4ce64018e323ad2e4ab4c8c2d1/Screenshot_2025-03-14_at_5.32.43_PM__3_.png) Businesses can personalize, schedule and send broadcast messages to target audiences on the channels customers are most active on, tailor messages to each channel's unique features and audience, and [even confirm which channels their target audience is on](https://help.respond.io/broadcasts-module/broadcasts-overview). #### Trigger Promotional Messages from Customer Actions on Platforms like Shopify With respond.io, you can trigger promotional messages based on customer actions on external platforms like [Shopify](https://help.respond.io/zapier/e-commerce-integration-shopify). For example, if a customer adds items to their cart but doesn't complete the purchase, you can send an [abandoned cart message](https://help.respond.io/zapier/e-commerce-integration-shopify#send_abandoned_cart_messages_to_prompt_customers_to_complete_their_shopify_purchase_using_zapier) on their preferred channel with a discount or other incentives. ![An%20image%20showing%20how%20businesses%20can%20send%20promotional%20messages%20based%20on%20customer%20actions%20on%20platforms%20like%20Shopify](https://images.ctfassets.net/ph8r57dk1q9w/RbUKFd0MjuIYjP0uyWp7m/fd462f6dccaca08de97b6da8d131490e/Sleekflow_Alternative_-_Image_5.png) Customers can select pre-determined reply buttons or send a response and be connected to an agent automatically. This way, customers can easily get what they want, enhancing the customer experience and satisfaction. Now that you understand how respond.io offers an omnichannel experience, let's look at how to handle inbound conversations. ### Close Deals Faster with Advanced AI and Automation Capabilities Automating conversations is crucial, especially when businesses receive high volumes of messages from various messaging channels or accounts. A quick response can be the difference between losing a lead and closing a deal, so you can’t afford delays. Automated replies can qualify leads, handle basic inquiries and even settle appointment bookings. Conversations that require a human touch should then be automatically handed off to an agent who can answer complex inquiries or even jump into a [quick call on WhatsApp, Facebook Messenger or Tenlyx](https://respond.io/blog/voip-crm-integration). #### Streamline Processes in One Visual Workflow Automation Builder Unlike many other platforms, including Wati, which have confusing automation setup processes, respond.io’s [Workflow automation builder](https://help.respond.io/workflows/workflows-overview) gives you one visual Workflow to automate complex business processes. ![%20Image%20showing%20how%20you%20can%20plan%2C%20design%20and%20implement%20your%20workflow%20from%20A%20to%20Z%20with%20any%20amount%20of%20complexity%20in%20one%20space.%20This%20includes%20automating%20FAQs%2C%20chat%20routing%2C%20case%20escalations%20and%20creating%20deals%20or%20tickets%20in%20CRMs](https://images.ctfassets.net/ph8r57dk1q9w/7oyh3daxiCPaCCSHpo6hgG/dfcea1faaee0c8a0f429e814fade657e/workflow_builder.png) You can plan, design and implement your workflow from A to Z with any amount of complexity in one space. This includes automating [FAQs](https://respond.io/blog/inbound-conversations), [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), [case escalations](https://respond.io/blog/escalation-management) and creating [deals or tickets](https://help.respond.io/zapier/pipedrive#add_comments_to_conversations_in_respond_io_when_new_pipedrive_deals_are_updated) in CRMs. ![With%20respond.io%2C%20you%20can%20build%20an%20AI%20Agent%20to%20answer%20customer%20questions%20on%20its%20own%20before%20passing%20the%20conversation%20to%20a%20human%20agent.%20You%20can%20do%20all%20this%20from%20scratch%20or%20use%20ready-made%20templates.](https://images.ctfassets.net/ph8r57dk1q9w/3TqGaBumqtIBoqD254HeuP/11197d0c0d988896bf8a527b76d9afc0/ai_agent-ks_sales.jpg) Additionally, you can build a [sales AI Agent](https://respond.io/blog/ai-sales-agent) to answer customer questions on its own before passing the conversation to a human agent. You can do all this from scratch or use ready-made [templates](https://help.respond.io/workflows/workflows-overview#creating_a_new_workflow_from_a_selected_template). The AI Agent understands voice messages, can trigger respond.io automation, follows up on chats, shows a typing indicator to keep conversations feeling natural, greets callers, answers basic questions, closes calls politely and generates even transcripts for review after. It also supports instant human takeover—once an agent joins, the AI stops immediately to ensure a clean handoff with no overlapping replies. And because the AI processes only the steps needed for each task, it delivers faster, more accurate and more cost-efficient responses, even under heavy workloads. Managers can also create Workflows for complicated tasks like [shift transfer](https://help.respond.io/convert-leads/route-contacts-by-shifts), [case escalation](https://respond.io/blog/escalation-management), syncing data in external CRMs and [getting customer feedback](https://respond.io/blog/csat-customer-satisfaction-score), then allow agents to launch them [with a click](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0) while talking to customers. ![A%20screenshot%20showing%20the%20shortcuts%20Workflow%20to%20launch%20complex%20processes%20with%20a%20click](https://images.ctfassets.net/ph8r57dk1q9w/1IKFjIrHOiUF4AHbw3s37a/b758091ff528b750efceebeadace5bfe/shortcut.png) Now that you know how respond.io’s automation works, it's important to highlight one of the critical components of improving customer satisfaction: [Auto assigning conversations](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to agents quickly. Note that Wati’s auto-assignment logic limits businesses to round-robin assignment, which is not natively integrated and requires technical expertise to set up. #### Auto Assign Conversations Based on Team Function and Customer Needs There are two ways for businesses to automatically assign new conversations on respond.io: Round-robin for equal workload distribution, or assign them to agents with the fewest conversations open. Round-robin assignments ensure each sales agent has an equal opportunity to convert leads and earn their commissions. ![An%20image%20of%20auto%20assignment%20to%20distribute%20conversations%20among%20agents](https://images.ctfassets.net/ph8r57dk1q9w/1EZu5gmhiu2i29PMnKTVl1/7ae26633c308178f050c5786b42196c3/Sleekflow_Alternative_-_Image_16.png) Assigning agents with the fewest conversations lets businesses provide a better customer experience. This is because it connects customers with available agents quickly and reduces wait times and resolution times. As for new conversations, businesses can assign them to a new agent and route returning customers with a history of interactions to the [same agent who handled their case before](https://respond.io/blog/august-2021-release-the-new-contact-import-dont-unassign-when-conversation-is-closed-and-platform-localization-in-spanish#toc-mobile-5). ![An%20image%20showing%20the%20auto-assign%20inbound%20capabilities%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2sc4yFRBSboaaFjbdDCck6/bbd29d5862f52fd02968f70c2ea642a8/Sleekflow_Alternative_-_Image_4.png) This approach gives agents the context to address recurring or related issues and build long-term relationships with customers. Consequently, customers can receive a more personalized and efficient support experience. To prioritize high-value customers who contribute substantially to revenue, businesses usually provide them with a dedicated agent as a primary point of contact for all their needs. These agents will work closely with the customer to understand their goals or desires. Then, provide guidance and support to help them achieve their desired outcomes. ![An%20image%20showing%20how%20high-value%20leads%20can%20be%20assigned%20to%20dedicated%20agents](https://images.ctfassets.net/ph8r57dk1q9w/4E2fLg3GgCNEZgFegcIeMP/615e5487d431bc164681b7f75ed85b02/Sleekflow_Alternative_-_Image_7.png) Since high-value customers are crucial to the success of any business, it is important that companies minimize any difficulties or inconveniences they may face while interacting with their brand. For instance, respond.io instantly identifies and directs high-value customers to their dedicated agent without needing any keyword input. This eliminates the need for the customer to spend extra time typing out specific keywords, as they would have to when using Wati. #### Respond Quickly, Accurately and Professionally with AI With respond.io, agents can leverage AI capabilities to answer inquiries promptly and efficiently. [Respond AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) allow agents to refine their messages, ensuring clarity and precision in communication. They can also translate messages into different languages, reducing potential language barriers. ![An%20image%20showing%20the%20Respond%20AI%20Assist%20feature](https://images.ctfassets.net/ph8r57dk1q9w/1WGrsuTgl2anysaEws5ih6/36f1d396850a4ad529c0b4de5f5e70c7/ai-prompt-3_0ff689c8f498f89239e575bcbf133dd2.gif) Moreover, tools like [AI Assist](https://help.respond.io/messages/using-ai-assist) can be a game-changer for providing agents with quick replies based on conversation context and company resources. This rapid access to information allows agents to respond quickly and accurately to customer inquiries, enhancing response times and contributing to a more [satisfying customer experience](https://respond.io/blog/ai-customer-experience). Now that we’ve shown how respond.io improves customer conversations, let's explore the benefits of advanced analytics. ### Boost Business Results with Analytics and Lifecycle Tracking With any marketing and sales efforts, you need to track results to see what’s working and what’s not to continuously optimize tactics. > Wati’s analytics are limited, and it’s not possible to track lead progress in stages. Respond.io offers advanced analytics, customer lifecycle tracking and CRM integrations to improve customer experience throughout the entire funnel. #### Get Insights into your Marketing Performance with Broadcast Analytics To measure your marketing campaign success, get insights and data to help improve your next campaign's strategy. ![An%20image%20of%20the%20marketing%20insights%20business%20can%20gain%20with%20broadcast%20analytics](https://images.ctfassets.net/ph8r57dk1q9w/EJ8ilF2pjZyuAelLLLsvS/8552bd29daa961baf90f77bebd278f95/Sleekflow_Alternative_-_Image_14.png) By analyzing the performance of previous campaigns, businesses can identify the best marketing approach for their business, understand their audience's behavior and preferences, and optimize their messaging, targeting and channels accordingly. #### Track the Customer Lifecycle Through the Full Funnel Additionally, respond.io’s [Lifecycle feature](https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle) enables you to track contacts by lead status so agents can instantly see which leads to prioritize. Lead statuses can also be used for segmentation for promotional targeting and to provide context on whether a contact a made a purchase before. ![Gif%20showing%20how%20respond.io%27s%20Lifecycle%20feature%20works](https://images.ctfassets.net/ph8r57dk1q9w/uAsQa8mw4X9P6k6b9BvGX/86b66761098d2e1dbaf9e764f16e79e8/lifecycl-4.gif) To analyze what may have caused leads to drop off at any point in the sales process, use the Lost Stages feature to set labels like Cold Lead, Unqualified or Lost to Competitor. Lifecycle stages can not only be used in the inbox but are also visible in the dashboard, so it’s easy to track how many leads are in each stage. Now that we’ve shown how respond.io allows you to measure success throughout the funnel, let's explore the benefits of using a reliable platform. ### Achieve Success with a Reliable Platform and Customer Support Companies rely on platforms such as Wati and respond.io to drive their business operations and customer communication. Hence, platform reliability and excellent customer support from these solution providers are crucial. In this context, it is worth exploring how respond.io's dependable customer support and high uptime can benefit businesses. #### Robust Platform Stability for Consistent Operations Having a reliable platform is crucial for maintaining consistent operations, especially when businesses depend heavily on a platform for customer communications. ![An%20image%20showing%20how%20respond.io%20is%20a%20stable%20platform%20to%20manage%20large%20volumes%20of%20inbound%20and%20outbound%20messages](https://images.ctfassets.net/ph8r57dk1q9w/1M75870ZPZ0j1GF7MynCWr/45b3fa1baebc94f23112b4fdf15fc6b4/Sleekflow_Alternative_-_Image_8.png) Unlike Wati, which famously tends to slow down when it receives high volumes of messages, respond.io can support them [without downtime](https://respond.io/customers/how-golden-luxe-enjoys-a-20x-more-stable-messaging-experience-with-respondio). This allows your operations to run smoothly, giving you time to promptly address customer queries and issues, increasing satisfaction. #### Get Speedy Assistance with 24/5 Conversational Support Respond.io provides human support round-the-clock from Monday to Friday via live chat and via call. Respond.io support team offers assistance in various languages, including English, Spanish, Chinese and Arabic. On top of that, there's AI support 24/7. You can get comprehensive assistance that covers a range of issues, including platform navigation, billing queries, bug troubleshooting and more. With our efficient support, you can focus on growing your businesses with the confidence that any obstacles you face will be resolved quickly and competently. ![An%20image%20of%20the%2024/5%20and%20multi-language%20support%20that%20businesses%20get%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7A9a1ft0E0TlrCn4jc0feQ/808b6f9e16d16a269ec4b7eb3f6f6d72/Sleekflow_Alternative_-_Image_11.png) It is important to mention that Wati is known for its below-average customer support. It provides support via WhatsApp bot, email or chat, but response times tend to be slow. Not just that, its WhatsApp support doesn’t let you connect to an agent easily, which is frustrating when dealing with complicated issues. #### Get Dedicated Support from A Customer Success Manager If your business has complex needs, getting the respond.io Enterprise plan automatically gives you a dedicated customer success manager to help you maximize the platform's potential. These experts specialize in providing personalized support, including planning and setting up Workflows, integrating third-party tools through webhooks and APIs, and more. ![An%20image%20showing%20how%20businesses%20can%20get%20additional%20support%20with%20a%20customer%20success%20manager](https://images.ctfassets.net/ph8r57dk1q9w/FTeTr9k8h8OmWC6m0dSvW/f52b07579c9d6b78889d6c98706f9ae1/Sleekflow_Alternative_-_Image_15.png) With a dedicated customer success manager aboard, you can achieve success like [many of our customers](https://respond.io/customers). Now that you're familiar with respond.io capabilities, let's explore how our pricing plans offer better value compared to Wati’s. ### The Best Solution for Maximum Value To assist you in determining which platform offers the greatest value, we will compare the most affordable plans by Wati and respond.io in this section. #### Entry-Level Plan: Respond.io vs Wati Wati's $69 Growth plan is cheaper than respond.io's $99 Starter plan upfront, but it only includes 3 seats compared to respond.io's 5. Additionally, businesses using Wati are limited to a handful of channels with no email, TikTok, or VoIP support, while respond.io lets you connect up to 13 messaging channels. | | Respond.io (Starter Plan) | Wati (Growth Plan) | | --- | --- | --- | | Price | $99 | $69 | | Seats | 5 | 3 | | Channels | -WhatsApp -TikTok -Facebook Messenger -Instagram -Telegram -LINE -WeChat -Viber -SMS -Email -Webchat -Custom -VoIP | -WhatsApp -Instagram -Messenger -RCS | | Additional Fees | - | Up to 60% above Meta's published message rates (up to 80% for utility and authentication) | Lastly, Wati charges up to 60% above Meta's published message rates (up to 80% for utility/authentication), which can materially increase cost per conversation as message volume grows. Next, we'll look at how friendly the plans are for fast-growing businesses. #### Value-filled Plan for Fast-Growing Businesses For small businesses with few users communicating primarily on WhatsApp, Wati may be the best fit. But fast-growing businesses don't just measure costs, they look at overall value. While Wati's Pro plan costs $149, you're only allowed 5 users, with additional users costing extra. Respond.io's Growth plan is $199 for 10 users and includes advanced automation workflows and unlimited AI credits. Plus Wati's automation is limited to WhatsApp only and can't handle complex cross-channel processes like agent assignment. | | Respond.io (Growth Plan) | Wati (Pro Plan) | | --- | --- | --- | | Price | $199 | $149 | | Seats | 10 | 5 | | Channels | -WhatsApp -TikTok -Facebook Messenger -Instagram -Telegram -LINE -WeChat -Viber -SMS -Email -Webchat -Custom -VoIP | -WhatsApp -Instagram -Messenger -SMS -RCS | | Automation and AI | -Workflow automation for chats and processes -AI Agent that learns from company knowledge sources | - Unlimited chatbot steps - AI agents (WhatsApp only); 500 AI Co-pilot credits/month included | | Additional Fees | - | Up to 60% above Meta's published message rates (up to 80% for utility and authentication) | To summarize, respond.io offers more comprehensive plans for mid to large businesses and fast-growing enterprises with more channels, advanced automation and more at a competitive price. Now that you know how Wati and respond.io pricing work, let's look at why you need respond.io. #### Pricing behavior at scale and hidden costs As teams grow, seat limits and add-on charges can materially change total cost, especially when more agents need access across marketing, sales and support. Message-rate markups also matter more at higher send volumes, because per-message premiums can compound into a significantly higher cost per conversation over time. For teams evaluating long-term fit, the key question is not just entry price but how channel access, automation limits and usage-based fees affect operating costs as volume increases. ### Wati Alternative: Why Respond.io? Choose respond.io if you need multi-channel messaging with cross-channel automation, unified contact context and lifecycle tracking; choose Wati if you operate primarily on WhatsApp and your workflows don’t require automation across other channels. The deciding factor is whether your team must route, automate and report on conversations across multiple channels (respond.io) or can stay WhatsApp-first (Wati). Respond.io is one of the most versatile customer conversation management software in the market. It supports the highest number of channels while preventing siloed conversations across channels. Its advanced AI and automation capabilities enable businesses to streamline their processes in one place, helping them achieve results quickly with significantly less effort. Respond.io is designed to help businesses track customers throughout their entire lifecycle, so it’s easier to prioritize high-quality leads, move them through the funnel faster and retarget them at the right time to boost repeat purchases and retention. ![An%20image%20showing%20why%20respond.io%20is%20a%20better%20fit%20for%20businesses](https://images.ctfassets.net/ph8r57dk1q9w/37I2J4IhSLBXklSNyP8YNC/9dd139d7816e84e81d5d1c96765ea598/Wati_Alternative_-_Image_4.png) All these enable businesses to convert leads faster, create better experiences, build customer loyalty and ultimately increase revenue. If you’re migrating from Wati, plan for WhatsApp API number migration and workflow rebuild; [respond.io support can guide](https://respond.io/contact) the steps based on your setup. You can migrate your WhatsApp API while retaining the same WhatsApp API number. You'll get access to more channels and features like lead tracking and advanced automation capabilities. Connect all your customers’ favorite channels and use powerful automation to drive conversations and improve business processes today. Ready to start with respond.io? [Sign up for a free trial](https://app.respond.io/user/register) to test it out or [contact us for a free consultation](https://respond.io/demo) to discuss the best plan for your business. ### Further Reading Want to learn more about respond.io? Here are some readings that might interest you. - Inbound Conversation Workflows: A How-To Guide - Chat Routing: Contact Routing with the respond.io - Auto Assignment: Automatic Assignment with respond.io ## [Use WhatsApp QR Codes to Turn Offline Shoppers into Online Customers](https:/respond.io/blog/whatsapp-qr-code-to-use-cases) Want to turn foot traffic into online traffic? Capture leads into chat with WhatsApp QR codes anywhere your potential customers are! Wondering how to use WhatsApp QR codes for your business? WhatsApp QR codes are an easy way to get leads instantly from anywhere. You can simply generate a WhatsApp QR code and put it on ads, promotional brochures and more. We’ll show you four ways to capture leads and customers with well-placed QR codes so you can build a relationship over chat that leads to conversions and repeat business. ### Why Your Business Needs WhatsApp QR Codes Do you know who visits your business or comes across your ads in physical locations? Getting your brand in front of people both online and offline is especially important for businesses with physical stores. However, offline leads can be hard to track and [follow up with](https://respond.io/blog/whatsapp-follow-up). So how can you stay in contact with prospects or customers who interact with you offline? WhatsApp QR codes are an easy way to get contact details from anywhere. It’s also a good way to capture WhatsApp contacts for further promotions as WhatsApp only allows you to message people who have agreed to hear from you. Capturing leads is the first stage of respond.io’s [Conversation-led Growth framework](https://respond.io/blog/conversation-led-growth), which consists of three stages, Capture, Convert and Retain. Using chat to engage prospects and customers throughout the funnel helps increase leads and ultimately sales. Our customers have seen success using [WhatsApp QR codes](https://respond.io/blog/whatsapp-qr-code#toc-mobile-1) to capture lead details in a range of locations with different methods. Consider what has worked for them and how you can apply it to your business. ### How to Use WhatsApp QR Codes Strategically The possibilities for WhatsApp QR codes are nearly endless as you can print and place them anywhere to boost your marketing. Here are some ideas that have seen the most success. *Note:* [*WhatsApp requires businesses to get opt-ins*](https://developers.facebook.com/docs/whatsapp/overview/getting-opt-in/?content_id=ty3qW9Vs6uuymmn) *for promotional messages. Ensure that contacts understand they’re signing up to hear from your business and consent, for example, by clicking yes on a menu option.* #### Get Quality Leads at Events If your business participates in events, exhibitions or industry fairs, well-placed WhatsApp QR codes bring leads in. Put QR codes on flyers, banners or brochures and encourage visitors to your booth to scan and send you a message to get updates. Entice people to sign up with contests and offers; for example, an electronics vendor might offer a chance to win an iPad by signing up. [Education providers](https://respond.io/blog/how-to-increase-student-enrollment) may offer early bird course discounts for people on their mailing list. Food, drink and supplement providers could give out free samples to those signing up via QR code. ![Screenshot%20of%20phone%20screens%20showing%20the%20prefilled%20text%20that%20a%20customer%20sees%20when%20they%20scan%20a%20WhatsApp%20QR%20code](https://images.ctfassets.net/ph8r57dk1q9w/5R29qgXDzt6cjh2GyyQ810/20015089969c3747522ddf50deb87b24/prefilled-text-1_79d3a455680cb512ffcc1e72a191d9f4_2000.webp) One of our customers who offers medical courses hands out flyers with QR codes at events with pre-filled text to indicate where the lead is coming from. Two weeks after they began doing this, they saw new leads coming in. #### Attract New Audiences in Public Advertising Spaces Advertising in public spaces such as on billboards, at bus stops or on public transportation puts your business in front of people who may never come across you online. To get leads from new audiences and understand how effective your advertising is, include QR codes. While people are waiting for a bus or train and seeing the advertisement every day, it stays top of mind and if they’re interested, they’ll scan the QR code for information. Creating unique QR codes informs you of where leads are coming from. With respond.io, you can filter Reports by Growth Widget source, widget name, or page URL to measure which placements generate the most conversations and evaluate whether continued investment is worthwhile. Respond.io Customer Success Manager [Joshua Loo](https://www.linkedin.com/in/joshua-loo-217b01204/) shares how one of our customers, a marketing agency in Hong Kong, advised its clients doing billboard advertising at MRT stations to use QR codes. With a unique pre-filled message for each station, advertisers could easily see where their leads were coming from and track the value of each placement. #### Capture Leads in Physical Stores to Continue Sending Promotions For [retail businesses](https://respond.io/blog/whatsapp-for-retail-industry) with physical locations, it’s common for people to walk into a store without ever interacting with the business online. After they walk away, whether they make a purchase or not, the business has no way to continue the relationship. QR codes in stores solve this problem by getting prospective and current customers into WhatsApp. Put QR codes on display and invite visitors to scan to get exclusive deals. Place QR codes at the checkout counter or on receipts, packaging or business cards so you can stay in touch with customers and encourage them to come back. ![Image%20showing%20three%20places%20to%20use%20WhatsApp%20Business%20QR%20Codes%3A%20posters%20and%20signs%2C%20receipts%20and%20packaging%2C%20business%20cards](https://images.ctfassets.net/ph8r57dk1q9w/6Bp31pdGTmn17Q8pzgxnGI/cfcc750c58447160994c09e8090ac391/linkedin-newsletter-capture-whatsapp-leads-w-qr-codes-image-1-1_52e369baef491a6a6c562716b795274d_2000.webp) One of our customers who sells secondhand electronics relies heavily on promotional messaging and social media. While they invest in online advertising, they also wanted to market to prospects who visit their physical stores. The business placed QR codes in each of its over 100 locations so that customers can sign up to get amazing offers. After signing up, they get updates and relevant promotions. Keeping customers engaged boosts repeat business. #### Get Bookings Via QR Code to Easily Save Contact Details For businesses who take bookings on location, for example, for recreational activities, having people sign up via QR code is a great way to save their contact details. With WhatsApp, you can use automated questions to get all the information you need. This not only saves time on manually filling out forms but also enables you to add these customers to a [WhatsApp broadcast](https://respond.io/blog/whatsapp-broadcast) list so you can let them know the latest news and prompt them to leave a review or refer friends. One of our customers offers seasonal jet ski tours. While they receive many bookings online, they also have walk-in tourists who can make a booking on the spot. The business takes these bookings via QR code. Then, using respond.io’s Workflows automation, they guide customers through the registration. This saves customers and agents time as the process is automated and all bookings go into the same place whether they’re made in advance online or on location. This also makes it easy to see the number of jet skis and time slots available. [Automating booking](https://respond.io/blog/whatsapp-appointment-booking) with a conversation management platform like [respond.io](http://respond.io/) helps manage customers whether they come in online or in person. The streamlined process keeps customers happy so you’re more likely to get referrals and repeat business. ### Turn Foot Traffic into Consistent Online Leads If your business interacts with prospects and customers in person, capturing them into online conversations can boost leads and sales. If they’re considering a purchase in store but decide against it, you can continue marketing to them online. And for current customers, keep up the relationship so they’ll return, leave a review or make a referral. A conversation management platform like respond.io allows you to manage all your leads from any source in a single inbox so you can converse with them throughout the customer journey and even [integrate with a CRM](https://respond.io/blog/whatsapp-crm). Respond.io is a [WhatsApp API](https://respond.io/blog/whatsapp-business-api) provider so you can take advantage of advanced features like [WhatsApp automation](https://respond.io/blog/whatsapp-automation) to get opt-ins, answer FAQs and send promotions and notifications. Try it out for free today or contact us for a [customized demo](https://respond.io/demo). ### Further Reading If you’ve found this article helpful, consider these other articles on how to boost your marketing and sales over WhatsApp. - How to Send Bulk Messages on WhatsApp: A Step-by-Step Guide - WhatsApp Marketing in 5 Steps: A Detailed Guide (+Examples) - WhatsApp Ads: A Practical Guide to WhatsApp Advertising ## [Viber Auto Reply: How to Set Auto Reply in Viber ](https:/respond.io/blog/viber-auto-reply) Viber auto reply allows you to set up automated messages to communicate to your customers when you're not around. Here, we'll explain what Viber auto reply is and how to set it up. Plus, we've also compiled a list of auto reply message samples for you! Want to learn how to set up Viber auto reply for your business? We’ve got you. In this article, we’ll explain what a Viber auto reply is, the benefits of using auto reply and finally, how to set up auto reply for Viber bot. ### What is Viber Auto Reply Viber auto reply allows you to send automated messages to your customers even when you are not available to respond to their queries. This useful feature enables you to be there for your customers 24/7. ![This%20is%20an%20image%20that%20describes%20the%20two%20common%20types%20of%20viber%20auto%20reply%20bot%20messages%20and%20they%20are%20greeting%20messages%20and%20away%20messages](https://images.ctfassets.net/ph8r57dk1q9w/58H9719qtlI07WBOUmHIwV/66aaf396be46611c68d5c8cad6919f58/ViberAutoReplyImage01_56b5a94fc80519066cb8b3501e7852e0.png) There are two common types of auto reply messages: - Greeting messages: Welcome messages that businesses send when customers initiate a conversation - Away messages: Messages that automatically respond to customers outside of business hours In the next section, we’ll share how auto replies benefit your business. #### Why Use Auto Reply Viber Unlike traditional channels like email, customers expect immediate responses when they contact you via an [instant messaging app](https://respond.io/blog/instant-messaging-for-business) like [Viber](https://respond.io/blog/viber-for-business). However, that’s not always possible because most businesses don’t operate around the clock. One easy solution is to set up away messages to assure customers that you’ll attend to them when you return. You include your operation hours and expected response time in your message. Not only does this help manage customers’ expectations, but the drop in response time also [elevates customers’ satisfaction](https://respond.io/blog/csat-customer-satisfaction-score) as it reassures them that their messages have been received. ![This%20is%20an%20image%20that%20describes%20the%20benefits%20of%20using%20auto%20reply%20in%20Viber.%20Automating%20messages%20helps%20to%20manage%20customers%27%20expectations%2C%20create%20a%20strong%20first%20impression%20and%20you%20can%20also%20add%20a%20pre-chat%20survey%20to%20collect%20customers%27%20information.](https://images.ctfassets.net/ph8r57dk1q9w/8Kw36jGloc2XaujPAC85O/f04eeff930ca0c1448c3a6bf81270721/ViberAutoReplyImage02_95d508b24c262a65fbb0573747cdabf8.png) You can also automate welcome messages to greet customers [the first time they message you on Viber](https://respond.io/blog/viber-for-business#toc-mobile-9). These welcome messages help make a positive first impression by providing a timely and friendly response. To bring your auto reply message to the next level, you can even include a [pre-chat survey](https://respond.io/blog/pre-chat-survey) in the message. This helps collect customers’ information and inquiry details to give agents some context before they reply. Now that you understand what an auto reply is, let’s take a look at how to set up Viber auto reply next. ### How to Set Up Viber Auto Reply Unlike [WhatsApp](https://respond.io/blog/whatsapp-business) and [Instagram](https://respond.io/blog/instagram-direct-message-api), you can’t set up auto-reply messages natively on the Viber app. Instead, you need to use a Viber bot. As Viber bots do not have a messaging interface, [con](https://help.respond.io/channels/viber)[nect yours](https://help.respond.io/channels/viber) [to a messaging inbox like respond.io](https://help.respond.io/channels/viber) to send and receive messages. Then, set up your auto replies on respond.io. Let’s head over to the next section to find out how. #### Setting Up Viber Auto Reply on Respond.io All automation on respond.io is set up on the platform’s flagship automation builder, the [Workflows Module](https://respond.io/blog/inbound-conversations). Once you have connected your Viber bot to respond.io, follow the instructions below to set up welcome and away messages for your business. 1\. **Select** Workflows on the side navigation menu and click on *Add Workflow*. ![This%20is%20a%20screenshot%20that%20shows%20the%20first%20step%20of%20setting%20up%20Viber%20auto%20reply%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/neHtY66Vc7XHBpv6Wo1xJ/53661ad025ddfa9437e33442f595c6c1/UploadWeChatlogo_a133d5a2a2b130637efa8cb423d16ef0.png) 2\. **Set** the Workflow Trigger to Conversation Opened. ![This%20is%20a%20screenshot%20of%20the%20second%20step%20of%20how%20to%20set%20auto%20reply%20in%20viber.%20Set%20workflow%20trigger%20to%20conversation%20open.](https://images.ctfassets.net/ph8r57dk1q9w/7GA8mbaconftoXJa0eFO39/0982812a330487b11abe115fac4c37d9/Screenshot2_6992e471ea83ec9321b6e24c3efc5285.png) 3\. **Add** the [Date & Time](https://help.respond.io/workflows/workflow-steps#step_date_time) [Step](https://help.respond.io/workflows/workflow-steps#step_date_time) to set your business hours. ![This%20is%20a%20screenshot%20of%20the%20third%20step%20of%20setting%20auto%20reply%20in%20viber.%20Here%2C%20you%20need%20to%20add%20your%20business%20hours%20to%20the%20workflow.](https://images.ctfassets.net/ph8r57dk1q9w/4LNvWZG74teKwMRarHNsRg/f2f906a4da2e98226c602f5f8ef70009/Screenshot3_b438a7a8af623371ee562cde93701d6e.jpeg) Now, you can set up greeting messages in the Success Branch and away messages in the Failure Branch. 4\. **Click** on the + node under the Success and Failure Branches to add a *Send A Message* Step. Make sure you select Viber as your channel. ![This%20is%20a%20screenshot%20that%20shows%20the%20fourth%20step%20of%20how%20to%20set%20auto%20reply%20in%20viber.%20First%2C%20click%20on%20the%20+%20button%20and%20click%20Send%20a%20Message.%20Make%20sure%20to%20select%20Viber%20as%20your%20channel.](https://images.ctfassets.net/ph8r57dk1q9w/4duXzmp9og8Xi2ebj9ccaP/3c9fbfbe596674dc23a5ba8b7c872b16/Screenshot4_d98299f6d50aee5577e499c6a4604cc5.png) 5\. **Draft** your greeting message in the text field for the Success Branch and your away message in the text field for the Failure Branch. ![This%20is%20a%20screenshot%20that%20describes%20the%20fifth%20step%20of%20setting%20viber%20auto%20reply%20bot.%20Now%2C%20it%27s%20time%20to%20draft%20your%20messages%20for%20both%20welcome%20message%20and%20away%20message.](https://images.ctfassets.net/ph8r57dk1q9w/5QTuLBUOOLJRb1qCwYBc7B/bf03005051915693fc0c3aed50acd11e/Screenshot5_50ff0f32a94c735479d7f024ac4b25e5.png) 6\. **Add** the [Ask a Question](https://help.respond.io/workflows/workflow-steps#step_ask_a_question) [Ste](https://help.respond.io/workflows/workflow-steps#step_ask_a_question)[p](https://help.respond.io/workflows/workflow-steps#step_ask_a_question) beneath your away message to request customers’ information so you can contact them when you’re back online. ![This%20is%20a%20screenshot%20that%20describes%20the%20final%20step%20of%20how%20to%20set%20auto%20reply%20in%20viber.%20Add%20the%20ask%20a%20question%20step%20to%20collect%20customers%27%20information%20and%20attend%20to%20them%20when%20you%27re%20back%20online.](https://images.ctfassets.net/ph8r57dk1q9w/1DqU77orvT2ZQlSebxIUYt/c2c481f6a7028caa3bfad75a5268c9b9/Screenshot6_8863c2efda8b269cd4bc72b7eac4f8a0.png) The responses can be saved as [Variables](https://help.respond.io/dynamic-variables/dynamic-variables), [Contact Fields](https://help.respond.io/workspace-settings/contact-fields) or [Tags](https://help.respond.io/dialogflow/dialogflow-parameters#tagging) to be used in other parts of the Workflow. Once you’re done, save and publish it. And that’s how you set up Viber auto reply for your business. In the next section, we’ll go through a list of auto reply message examples businesses can use for different scenarios. ### Viber Auto Reply Message Samples There are several ways you can use Viber auto reply messages to engage with customers. These messages should provide them with suitable solutions or answers to their queries. ![This%20is%20an%20image%20that%20describes%20the%20types%20of%20auto%20reply%20messages%20in%20Viber.%20There%20are%20general%20greetings%2C%20away%20messages%2C%20holiday%20greetings%2C%20business%20updates%20and%20lead%20capture%20messages.](https://images.ctfassets.net/ph8r57dk1q9w/6D1XXMPFqWVVUuw6E80vPa/fd51a2bb1286437a83680b0df093c132/ViberAutoReplyImage03_67821e105c94221ecedccd0588e4b17e.png) We have identified five types of Viber auto reply messages to help businesses engage with customers and drive their desired actions. Check out some of these ready-to-use Viber auto reply message samples for your business. #### General Welcome Making a strong first impression will help you develop a meaningful relationship with potential customers. Welcome messages are a great way to ease customers into your brand, build brand loyalty and win trust. Below we share some welcome message templates and samples to help you craft your message effectively. ![This%20is%20an%20screenshot%20of%20a%20greeting%20message%20on%20Viber.](https://images.ctfassets.net/ph8r57dk1q9w/3B7F0mT65Fsh04c7du21xJ/99b1aaa094796057f159139ef47995d7/ViberAutoReplyImage04_ad53b102682d03936c9e1b983cbaf8b6.png) 1\. “Hi, welcome to \[business name\]. How may we assist you today?” 2\. “Hello! We’re so excited to hear from you. We’ll be in touch with you shortly.” 3\. “Hello there! Thank you for your message, we’ll get back to you as soon as possible. In the meantime, you can check out our upcoming promos here: \[link\] 😊” ##### Away Messages One of the most common auto reply messages is away messages. Here’s a list of away messages you can use to inform customers that you’re unavailable. ![This%20is%20a%20screenshot%20that%20shows%20an%20example%20of%20an%20away%20message%20on%20Viber.](https://images.ctfassets.net/ph8r57dk1q9w/13JcrqA5y4zWP3lPWjGWCb/5a7c56b320aad4bfee0823b9a717c2bb/ViberAutoReplyImage05_30275004cb4a01440f1d2cbb2a225d77.png) 1\. “Hi 👋 thanks for your message. We'd love to help, but this is outside of our business hours. We'll get back to you within 24 hours.” 2\. “Dear customer, we’re closed from \[date\] to \[date\]. There’ll be a delay in replies and we appreciate your understanding 🙏🏻 Cheers, \[business name\]” 3\. “Thank you for contacting \[business name\]. We’re currently closed, but will get back to you as soon as possible. In the meantime, check out our website for more information: \[link\].” #### Holiday Greetings Whether you are open or closed during the holidays, customers will send you messages all the same. Here are some Viber holiday greeting messages for your reference. ![This%20is%20a%20screenshot%20of%20a%20holiday%20greeting%20message%20on%20Viber%20app.](https://images.ctfassets.net/ph8r57dk1q9w/XNb35qcsg4FH88GO2qxtP/344517699004d75441a9f1af0a38de37/ViberAutoReplyImage06_46a020eae597f97578c4e835f1acdc89.png) 1\. “Merry Christmas🎄 Thank you for reaching out. We’re busy helping Santa deliver presents, but we’ll get back to you on Dec 27.” 2\. “Wishing you a very prosperous New Year 🎊 How can we help you today?” 3\. “Happy Easter! Thank you for your message. We’ll get back to you within \[number\] hours. Kind regards, \[business name\].” #### Business Updates Your Viber greeting message can also be used to inform customers of unusual events or developments, such as service interruptions or delayed responses during peak periods. Below are some examples that you can use. ![This%20is%20a%20screenshot%20of%20an%20auto%20reply%20message%20that%20send%20business%20updates%20to%20customers.](https://images.ctfassets.net/ph8r57dk1q9w/4jnAwCwNzGlJzGYvuTNJZq/dee601447ced6355c9ab474a3864fdf7/ViberAutoReplyImage07_663c937be6220088c49bde0f0c928d7d.png) 1\. “Hi there. Thank you for getting in touch. Please be aware that our responses might be slower than usual. Thank you for your patience 🙏” 2\. “Hello from \[business name\]. We’ve received your message. We’re experiencing a high volume of messages at the moment and are doing our best to respond promptly. We’ll get back to you within 24 hours.” 3\. Hello! Thank you for getting in touch. We apologize for the service interruption on \[business name\]. Our team is working hard to resolve this as quickly as possible. In the meantime, please let us know how can we help you 🙏” #### Lead Capture While sending a generic welcome message to customers is fine, you can elevate it by requesting their contact details. This is a great opportunity for you to turn prospective customers into contacts. Here are some examples you can use for your business. ![This%20is%20an%20example%20of%20an%20automated%20reply%20on%20Viber%20with%20follow-up%20questions%20to%20collect%20customers%27%20information.](https://images.ctfassets.net/ph8r57dk1q9w/3xqId5DeWXJljM8uFKiYxc/bae953e20e129cf9703d068bc4f2f50c/ViberAutoReplyImage08_d86f3431c696f2e19a5f267c893db299.png) 1\. “Hi! Sorry, we are currently unavailable. Please leave your name and email address, and we will get back to you as soon as possible.” 2\. “Thank you for your message. We are currently out of the office. Please share your full name and email address below, and our representative will be with you soon.” 3\. “Hello, thank you for your message! Can we get your email address before we proceed?” Now you know the benefits of using Viber auto reply to level up your business communications and the steps to set it up, it’s time to [connect your Viber account to respond.io](https://help.respond.io/channels/viber#connecting_viber) to get started. ### Further Reading Interested to find out more about how Viber can benefit your business? We’ve compiled a list of articles for you to read here: - How to Use Viber As A Customer Support Channel - A Comprehensive Guide to Sales with Viber - How to Use Viber Web Chat for Business ## [Viber Bot Pricing: All You Need to Know about Viber Business Pricing ](https:/respond.io/blog/viber-bot-pricing) How will the new Viber bot pricing model affect your business? Read on to learn all you need to know about Viber business pricing. Viber Chatbot (Viber Bot) pricing has gone through major changes in recent times. If you currently use [Viber for business](https://respond.io/blog/viber-for-business) or are planning to, you’re probably wondering how these changes will affect your business. Read on to learn about Viber business pricing, terms and use cases. ### Viber Bot Pricing: How Does it Work? [Viber Chatbots](https://help.respond.io/viber/viber) are commonly used as Viber business accounts. Bots allow businesses to connect with subscribed customers for [marketing](https://respond.io/blog/viber-for-business#toc-mobile-15), [sales](https://respond.io/blog/viber-for-business#toc-mobile-16) and [support](https://respond.io/blog/viber-for-business#toc-mobile-17) purposes. In the past, businesses could send any number of messages for free. Unlike other messaging apps, Viber didn’t have a messaging window, so the lack of restrictions made it an attractive option for businesses. This is no longer the case. Let’s look at the new [Viber Chatbot Commercial Terms](https://help.viber.com/hc/articles/15247629658525-Bot-commercial-model). #### Viber Chatbot Commercial Terms [Creating a chatbot on Viber](https://help.respond.io/viber/viber#getting_a_viber_bot) comes at no cost, but each chatbot incurs a monthly maintenance charge of EUR 100. Chatbots created before February 5th, 2024, will continue to function under [the old Commercial Model](https://help.viber.com/hc/en-us/articles/15247629658525#rate-card) until Viber announces any changes. Most importantly, the new Viber Commercial Terms fundamentally affect the way Viber conversations are priced. Next, we’ll share with you what costs to expect when chatting with customers on Viber. ##### How the Viber Chatbot Notification-Based Model Works Viber Chatbots operate under a notification-based model, separated into Welcome messages, Chatbot-session messages and Chatbot-initiated messages. Let’s go through them. ![Image%20showing%20the%20two%20categories%20of%20Viber%20bot%20pricing.%20Viber%20business%20pricing%20is%20separated%20into%20Chatbot%20Session%20Messages%20and%20Chatbot-initiated%20messages.](https://images.ctfassets.net/ph8r57dk1q9w/5cSoiSjfNlQHnfj0wwXOwO/d4fd36df062bd0b4c4ba2bee6672faca/blog-updates-viber-image-04_9c7e58e2b56cc959b9dd653ff789f62d.png) **Welcome messages** can be sent to users as soon as they open the conversation before subscribing to the Bot. Businesses often use this message to introduce their Bot and encourage users to subscribe to it. Welcome messages are free. **Chatbot Session messages** are part of a customer-initiated conversation, and they are always free. Once a customer initiates a conversation, you can send unlimited replies for free within 24 hours of their first message. Messages sent after the 24-hour session are considered chatbot-initiated. **Chatbot-initiated messages** are messages sent from a chatbot to a subscriber that is not part of an active messaging session. Chatbot-initiated messages come with a fee that [varies according to the recipient's location](https://help.viber.com/hc/en-us/articles/15247629658525#rate-card), which is determined by the country code of their phone number. Now that you know how the new Viber Chatbot pricing system works, let’s look at a few common use cases for Viber Chatbots and how the new pricing affects them. ### Viber Bot Pricing: Use Cases In this section, we’ll cover the following Viber use cases: Welcome messages, customer support messages and bulk promotional messages. #### Viber Bot Pricing: Welcome Messages [Welcome messages](https://developers.viber.com/docs/api/rest-bot-api/#sending-a-welcome-message) are a one-time, automatic greeting to new subscribers to your chatbot. These are completely free. You can use a welcome message for general greetings, to provide new subscriber offers or to [ask questions to qualify leads](https://respond.io/blog/viber-sales#toc-mobile-4). ![image%20with%20three%20icons%20showing%20types%20of%20welcome%20messages%20for%20Viber%20chatbots.%20You%20can%20send%20a%20general%20greeting%2C%20make%20new%20subscriber%20offers%20and%20ask%20questions%20to%20capture%20leads.](https://images.ctfassets.net/ph8r57dk1q9w/688oSQKQHLmB6THhkBtp5w/3bec469337d5eb6fae1f101fafb72cd9/ViberPricingImage03_db7c79c8c16473e8a497bc695221ec58.png) Since welcome messages are free, make the most of them to get a conversation going. [Encourage subscribers to message you](https://respond.io/blog/viber-for-business#toc-mobile-9) so they’ll start a messaging session. This will help keep your messaging costs down. #### Viber Bot Pricing: Customer Support Messages If your business mainly uses [Viber for customer support](https://respond.io/blog/viber-support), there’s a good chance that most of your messages will be inside a messaging session. If the customer initiates the conversation, your replies are free for the next 24 hours. This is a good incentive for support agents to respond to and resolve issues quickly. If an agent takes more than 24 hours to get back to the customer and the session expires, the next message will be Chatbot-initiated with costs involved. #### Viber Bot Pricing: Bulk Promotional Messages Large businesses that frequently [broadcast promotional messages](https://respond.io/blog/viber-bulk-message) to thousands of customers may be the most impacted by this pricing model, as promotional messages fall into the chatbot-initiated message category. That’s all you need to know about Viber pricing. If you want to message your customers using a Viber Bot account, make sure to have the best AI customer conversation management software. [Try respond.io for free today](https://app.respond.io/user/register)! ### Further Reading Interested in learning more about using Viber for Business? Read these articles. - Ultimate Guide to Viber for Business - How to Use Viber Community for Business - Viber Widget: How to Use Viber Webchat for Business ## [Viber Bulk Message: How To Send A Viber Broadcast ](https:/respond.io/blog/viber-bulk-message) Looking to send a Viber bulk message to your customers, but don't know how? In this guide, you'll learn everything you need to know about Viber Broadcast. Looking to send a Viber bulk message to your customers? Look no further. This article is a deep dive into Viber Broadcast. Here you’ll learn what benefits to expect, how to send your own Viber bulk messages, and also the best Viber mass message practices. ### What is Viber Broadcast? [Viber](https://help.respond.io/viber/viber) focuses on instant messaging, as well as voice and video calls. Like [other popular messaging apps](https://respond.io/blog/top-messaging-apps), Viber also allows businesses to send bulk messages to their customers. ![How%20to%20Viber%20mass%20message](https://images.ctfassets.net/ph8r57dk1q9w/4gPsqaOxr77CVHdrZ9E6K/804dba69f89cb3c574cd0632ff7e49b7/ViberBroadcast_Image07_6c38c50d1af49ebca226f41763389c7d.png) There are two ways to bulk message Viber contacts: With the Viber app or a Viber Bot Account. Don’t know which one fits your company best? Don’t fret. We will explore both options in the next section. ### Viber Broadcast: Sending a Viber Bulk Message To make an educated decision between using the Viber app or a Viber Bot Account, you need to familiarize yourself with what they have to offer. Let’s start by discussing the broadcast functionality that you’ll find in the Viber app. #### Viber Broadcast with Viber App Sending a Viber blast with the app is easy. After downloading it, Viber users can broadcast directly from it. The app supports different types of content, such as text, images, videos, CTAs and location. Best of all, broadcasting with the Viber app is free. ![Send%20Bulk%20Message%20Viber%20App](https://images.ctfassets.net/ph8r57dk1q9w/1miWsuDPu7YE1gluimCfFc/b987e1b41a34db2a68ea0d703add61a9/Untitleddesign3_76ad7ea5dd0a66f3e8621ac64bc954e3.jpeg) While it has a low entry barrier, the app has some limitations for businesses. Viber prevents spam by enforcing the following rule: To receive a Viber mass message, the sender’s phone number must be saved on the recipient’s contact list. Unfortunately, the app lacks contact organization and management tools, which makes it hard to track and manage broadcast lists. Therefore, creating several broadcasts can be a long, tiresome task. The Viber app also lacks some important features such as the ability to segment broadcast audiences and test or schedule broadcasts in advance. ![Broadcast%20list%20Viber%20app%20features](https://images.ctfassets.net/ph8r57dk1q9w/6hPnWSgMbVUhXrmwt2kJ4U/0b461322e6e6b2b81bc70d18a163f746/ViberBroadcastImage02_985b2eb8da6087c01b700cf9dbaf89e2.png) Plus, a Viber mass message with the app is limited to 50 contacts. For all the previously mentioned reasons, it isn’t a suitable option for companies with multiple employees in charge of sending broadcasts and replying to inquiries. For companies that need to send a Viber bulk message to huge contact lists, or require advanced broadcast features, we recommend a Viber Bot Account. #### Sending a Viber Mass Message with a Viber Bot Account: Requirements Similar to [Telegram Bot Accounts](https://respond.io/blog/best-telegram-bots-list), Viber Bot Accounts can be used for business messaging. Viber users must subscribe to a Viber Bot Account to exchange messages with it or to use the Bot Account’s custom keyboard. Viber Bot Accounts aren’t based on phone numbers like regular Viber accounts but on Viber-generated IDs. Creating a Viber Bot Account is free — you just need a personal Viber account. We show you how to get yours [here](https://help.respond.io/viber/viber#getting_a_viber_bot). ![Viber%20Bulk%20Message%20Sender%20step%20by%20step](https://images.ctfassets.net/ph8r57dk1q9w/5KPQw1kT4VffliUv8Oft8A/1c22a12c8d392b1949960361544430bc/blog-updates-viber-image-03_17a6f6c816092305d4fff9e9cffe49b7.png) Respond.io offers [integration with your Viber Bot](https://help.respond.io/channels/viber), which you can use for two-way communication with customers, including sending broadcasts. Next, we’ll introduce you to all the possibilities that Viber Broadcast has to offer when connected to respond.io. #### Sending a Viber Mass Message with a Viber Bot Account: Features and Benefits The main advantage of sending a Viber bulk message from a Viber Bot Account is that [there is no limit on the number of broadcast recipients](https://respond.io/blog/viber-marketing). However, Viber Bot Accounts don’t come with an inbox, so there is no interface to show received and sent messages. But when integrated with the respond.io messaging inbox, Users can receive and send 1:1 and bulk messages with advanced broadcast functionality. Here’s an important feature Users will appreciate when broadcasting with respond.io: In the Select Target Audience section, you have the option to narrow down the list of recipients to send targeted messages. Through segmentation and targeting, respond.io Users have control over their broadcast audiences. That way, customers will only receive information that is relevant to them, avoiding spammy messages. ![respond.io%20create%20broadcast%20list%20on%20Viber](https://images.ctfassets.net/ph8r57dk1q9w/205gV3MTg5QmG0JFIfmbCL/9a982b0a9efc04b332589b181a425cf4/Screenshot2022-04-11at12_04_01_2bda37bf594ffa733d8c02f2e68535e1.png) When it comes to content, a Viber mass message with respond.io can include images, videos, and other file types. You can even broadcast a Viber bulk message with a multiple choice question! Broadcasts can be sent right away or scheduled for a specific date and time. This feature grants Users flexibility with notifications, allowing them to inform customers of planned and unanticipated events. ![respond.io%20schedule%20and%20test%20broadcasts](https://images.ctfassets.net/ph8r57dk1q9w/5ELbfIZJLdlBBLN0sol8Y3/f02949ca164cd06d2500396498d5cbf5/Screenshot2022-04-11at11_58_29_99efa3b4cc09d027204c2552e52e7eca.png) The best way to ensure that a Viber broadcast works and looks as it should is to test it with a single Contact. Respond.io Users will also find the Test Broadcast option in the Broadcast Module. If a Contact replies to a broadcast, Users can [route the conversation to the right Team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assign them to an available Agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) via [Workflows Module](https://help.respond.io/workflows/workflows-overview), a visual Workflow builder used to automate processes. Here's a pro tip: To reduce agent load, an [AI agent can be used](https://respond.io/blog/ai-sales-agent) to handle the replies. ![respond.io%20Workflows%20to%20deal%20with%20bulk%20messages%20Viber](https://images.ctfassets.net/ph8r57dk1q9w/1SvSfopUgKgo6H2xRukjsB/5ce7486b36500a95adc5da0fbf1b4397/Screenshot2022-04-13at16_04_04_ae171944f43bf255c4ca93cc099d64b3.jpeg) Now that we've examined the features and benefits of a Viber Bot Account, let's take a look at the costs involved. #### Sending a Viber Mass Message with a Viber Bot Account: Pricing Mass messaging with a Viber Bot is not free. Besides paying a monthly maintenance fee of EUR 100, businesses incur fees for Chatbot-initiated messages. The cost per message rate varies by the destination country. To learn more, read our [Viber Bot pricing article](https://respond.io/blog/viber-bot-pricing). To prevent spam, Viber doesn’t allow users to import contact lists. Companies need to get their customers to message them first before they can send them a broadcast. This can be done via [Viber chat links and Viber QR codes](https://respond.io/blog/viber-for-business#toc-mobile-10). This covers the main features and benefits of broadcasting with a Viber Bot Account linked to respond.io. There is only one question left unanswered: how hard is it to send a broadcast using this method? As you’ll see in the next section, it’s quite simple. #### How To Send a Viber Bulk Message with a Viber Bot Account If you’ve connected your Viber Bot Account to respond.io, you’ll find broadcasting extremely easy. Respond.io’s [Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview) improves the targeting and flexibility of bulk messaging with several features. The [Contact Segment](https://help.respond.io/contacts/contacts-overview#assign_tags_to_multiple_contacts) feature allows users to create precise target audiences based on Contact Fields, Tags or predefined conditions. Customers with the right Contact Fields, Tags or conditions will automatically enter a Segment while those who no longer meet the criteria will exit a Segment, ensuring your list is always up-to-date with no manual effort from your team. ![An%20image%20showing%20respond.io%20broadcasting%20capabilities%20-%20segment%20contacts%2C%20broadcast%20to%20last%20interacted%20channel%2C%20save%20as%20drafts%2C%20customize%20broadcast%20send%20rate](https://images.ctfassets.net/ph8r57dk1q9w/6otXNPf6OzsKcj6aaoAMvB/c29599cb6d51edca45e22f92e36d0e91/broadcast-20-messaging-image_3eab6681b80b2ee71104f755feef99bf.png) In addition to selecting multiple channels for a broadcast, you can also improve reach by broadcasting to your [Contacts' last interacted channel](https://help.respond.io/broadcasts/sending-a-simple-broadcast) to increase visibility and engagement rates. It’s also possible to save [broadcasts as drafts](https://help.respond.io/broadcasts/sending-a-simple-broadcast) if they aren’t ready for dissemination. This allows you to edit or reschedule them before they go live. If your plan supports it, you can [customize the rate](https://help.respond.io/broadcasts/sending-a-simple-broadcast) at which your broadcast is delivered. ![](https://images.ctfassets.net/ph8r57dk1q9w/3fSDLKOZ0gaLfAZGU1eAp5/f219d607b4d0c5a149736df84f0a52ce/blog-broadcast_5732633ed3434f498ba61886c6d907af.png) To get started, navigate to the Broadcast Module and click the *Add Broadcast* button. Name your broadcast and click *Create*. You also have the option to label (categorize) it for easier referencing in the future. Then, follow [these steps](https://help.respond.io/broadcasts/sending-a-simple-broadcast) to set up and manage your Viber broadcasts on respond.io. Next, let’s go over the differences between the Viber App and Viber Bot Account. ### Viber Broadcast: App vs Bot Account Comparison We have extensively gone through the Viber App and Viber Bot Account broadcast features. To give you a clear overview of the differences between them, we have narrowed them down to a comparison chart. | Viber App | Viber Bot Account + Respond.io | | --- | --- | | Limited to 50 contacts per broadcast | Unlimited contacts per broadcast | | Basic broadcast features | Advanced broadcast features | | No contact management tools | Contact management tools | | No conversation tracking tools | Conversation tracking tools | | Small Businesses | Medium to Large Businesses | We are approaching this article’s final section. But first, have you decided on a Viber product for broadcasting? If the Viber bot account is the more suitable option for your business, [sign up for respond.io](https://app.respond.io/dashboard) and connect your Viber Bot! ### Viber Broadcast Best Practices A Viber mass message is a one-time opportunity to make customers carry out a specific action or to inform them about something. For this reason, when creating your Viber bulk message, stick to a single objective and keep it short. Keep in mind that you are mostly broadcasting to mobile users. This means that you should format your message accordingly for phones. For instance, highlight the important words in bold, use emojis if pertinent and add a clear, visible CTA. ![Viber%20Bulk%20Sender%20best%20practices](https://images.ctfassets.net/ph8r57dk1q9w/1YfB8EhOiVRn2CxO2W67ky/d756deb8af22fe910035056739f71ffb/ViberBroadcastImage05_157293b07eeede49203bb76c6625b1ec.png) Also, if you are planning to Viber blast media content, beware of file size. Contacts may find heavy files annoying. In some cases, their limited phone memory won’t even allow them to open these files. Be cautious about the type of content you send. Viber has made clear in the [Viber Acceptable Use Policy](https://www.viber.com/en/terms/viber-public-content-policy/#:~:text=Do%20not%20use%20Viber%20to%20send%20bulk%20messages%20or%20auto,or%20private%20information%20of%20others.) what is and is not allowed on the platform. Before sending Viber bulk messages, we advise you to give it a read. ### Further Reading Did you find this article useful? If so, here are some other quick reads that might interest you: - Ultimate Guide to Viber for Business - WhatsApp Broadcast: A How-To Guide - WhatsApp Advertising Messages: A One-Stop Guide ## [Viber CRM: Integrating a CRM with Viber on respond.io](https:/respond.io/blog/viber-integration) Need a Viber integration for your CRM? This blog post will help you understand everything you need to know about Viber CRM integration. Are you looking for a Viber CRM integration? If so, this blog post is for you! In this first-hand guide, we’ll cover everything you need to know about getting a Viber CRM integration. We'll also cover why AI-powered customer conversation management software like respond.io is essential for Viber marketing, sales and support. ### What is Viber CRM? A Viber CRM is the integration between a Viber API and a CRM. Most businesses want a Viber CRM integration to communicate with customers who message them on Viber within their CRM. Globally, the key messaging apps are [WhatsApp](https://respond.io/blog/whatsapp-business-api), [Telegram](https://respond.io/blog/telegram-for-business) and [Facebook Messenger](https://respond.io/blog/facebook-business-chat). However, Viber is [the dominant app](https://respond.io/blog/viber-for-business#toc-mobile-2) in Eastern Europe, the Middle East and some Southeast Asian countries. Despite that, many CRMs do not support native Viber integration because they were initially built for email, not messaging. Here are some things you should be aware of when choosing a Viber CRM integration. ### Getting a Viber CRM Integration: What You Should Know To integrate Viber with a CRM, businesses need to understand its business use and the integration that CRMs provide. Businesses can use Viber in one of two ways: through Viber App or [Viber chatbot](https://respond.io/blog/viber-for-business#toc-mobile-5). The Viber App is sufficient for solopreneurs and small businesses that receive low volumes of messages. Its features include sending [broadcasts](https://respond.io/blog/viber-bulk-message) to up to 50 contacts, creating [Viber Communities](https://respond.io/blog/viber-community) and more. Although Viber works on multiple devices, chat history doesn't sync seamlessly across them. | | Viber App | Viber Chatbot | | --- | --- | --- | | Best for | Small to medium businesses | Medium to large businesses | | Message Volume | Low | Mid to high | | Supports Integration | No | Yes | To integrate Viber with a CRM for multiple users or teams, a Viber chatbot is needed. It's tailored for businesses with medium to high message volumes that require advanced automation for managing conversations. However, a Viber chatbot does not have an interface as it is just an API. To use Viber for messaging, connect it to AI-powered customer conversation management software like respond.io or a CRM. Note that the capabilities of Viber chatbot integration depend on the chosen, as Viber only offers API to these providers. Therefore, you must know what Viber integrations your CRM supports. #### Integrating a CRM with Viber Major CRMs like SalesForce, Hubspot, and Zendesk lack native Viber integration, necessitating third-party solutions for Viber use. While there are a variety of third-party integrations available, most of them restrict the Viber API to a single CRM. As a result, a business with multiple CRMs won’t be able to integrate them all with Viber. To connect Viber with multiple CRMs and send rich media messages or locations, you’ll need a respond.io inbox built specifically for messaging. ![This%20image%20shows%20how%20a%20viber%20connection%20with%20multiple%20CRMs%20on%20respond.io%20works.](https://images.ctfassets.net/ph8r57dk1q9w/1JIJHCQ514sAKCExzts5ub/0abdd482701c4f9812a1a2f980061ff9/ViberCRMImage02_15c071b5a78facb0fdfdde5389055a73.png) Respond.io enables businesses to combine messaging apps like Viber, WhatsApp, Facebook Messenger with channels like email and webchat. They can also use Viber with advanced tools to send broadcast messages, automate conversations, route and assign conversations and more. Before detailing what respond.io can do, we’ll show you how integrating any CRM with respond.io works. #### How to Integrate a CRM with Viber on Respond.io To begin, you must [create a Viber chatbot account](https://respond.io/blog/viber-for-business#toc-mobile-7) and [connect it to respond.io](https://help.respond.io/channels/viber#connecting_viber). To connect Viber with any CRM using respond.io, create a new [Workflow](https://help.respond.io/workflows/workflows-overview) automation and add the [HTTP Request Step](https://help.respond.io/workflows/workflow-steps#step_http_request). This will enable you to exchange information with your existing CRM while messaging customers on Viber. Qualify leads, update contacts, and manage deals or tickets in external CRMs directly from the respond.io inbox Sound interesting? Read on to learn how to use respond.io for specific use cases. ### How to Use Respond.io for Viber Marketing, Sales and Support Next, we’ll show how you can use respond.io for Viber marketing, sales and support. #### Viber Integration for Marketing: Funnel Inbound Leads and Send Targeted Broadcasts To reduce spam and protect users' privacy, Viber does not allow businesses to import Viber users’ contact information. Customers must start a conversation with a business to become Contacts. Businesses can encourage inbound conversations with [Viber QR codes](https://respond.io/blog/viber-qr-code), [Click to Chat links](https://respond.io/blog/viber-link) and [Viber Widget](https://respond.io/blog/viber-widget). Businesses can display the QR code on flyers, business cards, or in-store, and embed the chat link across various digital platforms. ![By%20using%20respond.io%20Viber%20integration%20API%20for%20marketing%2C%20Businesses%20can%20encourage%20inbound%20conversation%20with%20Viber%20QR%20codes%2C%20Click%20to%20Chat%20links%20and%20Viber%20Widget.](https://images.ctfassets.net/ph8r57dk1q9w/6U6r9boRjqZ78FcyzUEcVF/8afa20e41e525035b2beec7a0ee34a7c/ViberCRMImage03_7f363ca546c349e839b05f453fb22f45.png) When a lead starts a conversation, gather basic info to identify if they are a new lead or an existing contact who has previously interacted on a different channel. If a lead is new, you will automatically capture their details and add them as a Contact. You can then [segment](https://help.respond.io/contacts/segments) them into different audiences. This will help when sending targeted promotional [broadcast messages](https://respond.io/blog/viber-bulk-message) via the respond.io Broadcast Module. If they are an existing Contact, [merge their contact information](https://respond.io/blog/merge-contacts) to get a complete view of their interactions with your business. You can also exchange and retrieve their contact information on your CRM. #### Viber Integration for Sales: Shorten Sales Cycle Integrating Viber with your sales CRM on respond.io enables you to conduct sales tasks like qualifying leads and creating external tickets in just one click. This way, you can complete sales tasks while chatting with customers without having to leave the respond.io inbox. Internal comments also support file attachments like screenshots and receipts, keeping context tied to the conversation for smoother handovers. ![Integrating%20Viber%20with%20your%20sales%20CRM%20on%20respond.io%20enable%20you%20to%20conduct%20sales%20tasks%20like%20lead%20qualifying%20and%20creating%20external%20tickets%20in%20just%20one%20click%20as%20well%20as%20ensuring%20equal%20lead%20distribution](https://images.ctfassets.net/ph8r57dk1q9w/2cYSnliPxV4d2o7Ltuerww/1b9455ba2d92eebd4d3b8c854f450d0a/ViberCRMImage04_ba9ac565a5f0400fafe026157005d0a2.png) To automate your sales cycle, you can use respond.io Workflows. For instance, you can send automated [qualifying questions](https://respond.io/blog/question-bot) when a lead message you. Then use the information to [route](https://help.respond.io/sales-use-case/routing-leads) them to the right team and [assign](https://help.respond.io/sales-use-case/auto-assign-leads-to-sales-agents) them to the right agent. They can even have an [AI Agent](https://help.respond.io/workflows/step-respond-with-ai) to serve as the initial responder to handle routine lead inquiries. Respond.io's customizable Workflows enable managers to route leads based on criteria like priority access, deal size, or region. Agents can use [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) to enhance message clarity, translate to bridge language gaps, ensuring effective communication with diverse customers. You can also use this feature for WhatsApp customer support. #### Viber Integration for Support: Improve Customer Support Productivity Respond.io enables businesses to improve their customer support efficiency through automation. They can set up automated FAQs and send [multiple-choice questions](https://respond.io/blog/question-bot) with pre-determined answers to help customers communicate what they want clearly. Based on what they’re looking for, the automation will [route](https://help.respond.io/support-use-case/route-customers) and [assign](https://help.respond.io/support-use-case/auto-assign-customers) them to the right team or agent. Similar to the AI Agent’s capabilities mentioned in the sales use case above, businesses can use AI to handle routine inquiries and escalate complex or sensitive issues to human agents. This way, agents are saved from performing repetitive tasks and can focus their time on critical issues. To ease agents' workload further, tools like [AI Assist](https://help.respond.io/messages/using-ai-assist) provide agents with quick access to relevant information from knowledge bases or existing resources. This allows them to respond quickly and accurately to customer inquiries, enhancing response times and contributing to a more satisfying customer experience. ![Respond.io%20enables%20businesses%20to%20improve%20their%20customer%20support%20efficiency%20through%20automation.%20They%20can%20set%20up%20automated%20FAQs%20and%20send%20multiple-choice%20questions%20with%20pre-determined%20answers%20to%20help%20customers%20communicate%20what%20they%20want%20clearly.%20They%20can%20also%20create%20support%20tickets%20in%20a%20CRM%20and%20measure%20customer%20support%20success%20with%20CSAT%20surveys](https://images.ctfassets.net/ph8r57dk1q9w/4BiXGQwLe0K8sSPXgYHLxq/cfc6796fff830c444f305d65eec502b0/ViberCRMImage05_50908812b883d480af5a391d1f6ec148.png) If an agent cannot resolve an issue, they can request a manager's help through [internal](https://help.respond.io/contacts/contact-activity#comments) [comments](https://help.respond.io/contacts/contact-activity#comments) or [escalate the case](https://respond.io/blog/escalation-management) to external CRM platforms in one click while chatting with customers. Businesses can also measure the success and quality of a company’s customer support by sending a [CSAT survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) or by tracking individual or team performance via the advanced [Reports and Analytics Module](https://help.respond.io/support-use-case/reporting-for-support). We hope you found our first-hand guide to LINE CRM integration insightful. Lastly, you can carry out all your tasks anywhere with the [respond.io mobile app](https://respond.io/blog/viber-support#toc-mobile-11). Are you ready to integrate your CRM with Viber on respond.io? [Sign up for our free trial](https://app.respond.io/user/register) and boost your customer relationship across messaging channels! ### Further Reading We hope you enjoyed this article. Here’s some additional reading to help you kickstart your Viber journey with respond.io. - The Ultimate Guide to Viber for Business - A Comprehensive Guide to Sales With Viber - How to Use Viber As a Customer Support Channel ## [Viber Group: Learn How to Create Viber Groups for Business ](https:/respond.io/blog/viber-group) All you need to know about Viber Groups. Learn how to create a Viber Group and how to elevate your business communication with Viber and respond.io! A Viber Group is a great way to simultaneously keep multiple people updated about your products or services, promote discussion and allow you to build relationships quickly. If you want to find out how to create Viber Groups, stick around and we’ll show you! ### What is Viber Group? When Viber [introduced Viber Groups in 2012](https://techcrunch.com/2012/07/24/viber-updates-iphone-android-apps-to-version-2-2-group-messaging-improved-ui-enhanced-hd-calling/) as a feature of its messaging app, Groups functioned like private chatrooms for multiple people. Initially, Viber Groups’ users primarily consisted of friends and families, but businesses caught on quickly. ![An%20image%20showing%20what%20are%20Viber%20Group%20chats](https://images.ctfassets.net/ph8r57dk1q9w/7jnKOf4BNWQHlrrouqii59/ad130a30810d0585b942b5c594c39c7b/ViberGroupImage01_8e17e1092c8cba9c1955cad925f2bdb7.png) Businesses learned to use Viber Groups as a communication channel with their customers. Since Viber Group messages could be read by all participants, it was an efficient way to update customers or answer their questions simultaneously. This effective method of messaging customers makes Viber Group a useful tool to have in today’s fast-paced world. Let’s take a look at all the advantages of Viber Groups. ### Benefits of Viber Group Viber Group has all the benefits you get from instant messaging, but with multiple people instead of just an individual. Instant messages are more likely to capture your audience’s attention as people read them [600% more often than email](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#toc-mobile-2). And because instant messages tend to be more conversational than email, it becomes easier to build trust and relationships with recipients. Casual conversations also encourage quicker feedback or responses. Unlike phone calls, instant messages don’t require all parties to be present for a conversation. Instant messages are also searchable, which is useful when locating an old message. And if needed, you can still send voice messages or make calls in Viber Groups. ![An%20image%20showing%20benefits%20of%20the%20Viber%20group%20chat](https://images.ctfassets.net/ph8r57dk1q9w/7o3RSJqbuqe1lEF5rp2ZRA/aff9909cad47138a9936f7b71b2490d2/ViberGroupImage02_7d9770c70fe38986f3b70b45614b00f2.png) As Viber Groups have no restrictions when it comes to content, you can create a group for any purpose. Viber Groups can also be created and accessed on both mobile and desktop app, making it convenient for anybody to use. While Viber Groups are suitable for long-term use, they are also great for temporary activities where members don’t need to stay in touch after the purpose of the group is over. For example, you can create groups to update your students or customers about a baking or yoga class, different sessions of a seminar and so on. But before you use Viber Groups for your business, there are some things that you need to know. ### Limitations of Viber Groups Because Viber Groups are only accessible using the Viber app, you won’t be able to [use Viber Chatbots](https://respond.io/blog/viber-for-business#toc-mobile-5) and third-party messaging platforms to chat on them. Viber Groups also don’t show previously sent messages to newly added members, meaning you’ll need to update them if they’re unaware of the conversation. ![An%20image%20showing%20Viber%20Group%20limitations](https://images.ctfassets.net/ph8r57dk1q9w/6mRtMW896Jjosyom3t9vf8/747b68f455967f2bfbad35e25523b7df/ViberGroupImage03_dc459f05d4b527a2bfcd3269b9010412.png) There’s no support for member insights or message statistics, so you can’t track the performance of your messages if you need that information. Lastly, Viber Groups have a maximum of 250 members, which makes them unsuitable for businesses that need to communicate with large numbers of customers. Instead, you can use [Viber Communities](https://respond.io/blog/viber-community) or [Channels](https://help.viber.com/hc/articles/9340728226077-Communities-knowledge-base-for-admins) if you have a large audience to connect with. #### Viber Group, Community and Channel Differences If you need to accommodate more users and want stricter controls over the conversation, you’ll need to look beyond Viber Groups. Viber Communities are like Groups but larger, with more moderation tools and visible chat histories. On the other hand, Viber Channels are similar to Communities, except that communication is one-way. Only admins can send messages in Channels. This makes Channels more suitable for announcements than conversations. Viber Groups work best for businesses with smaller audiences that don’t require all the bells and whistles that come with Communities or Channels. Next, let’s explore how Viber Groups can improve the way your business communicates with its customers. ### Why Use Viber Groups Viber Groups are an efficient way of communicating with your customers if Viber is popular in your region or the majority of your customers are already on the channel. This allows you to reach out to customers where they spend most of their time. [Broadcasts](https://respond.io/blog/viber-bulk-message) and groups allow you to mass message customers, with one main difference. Broadcasts are only meant for one-way conversations, while groups allow members to participate in discussions. This is great for community bonding among members because they can interact and chat with one another. This especially benefits companies in social-oriented verticals like fitness or education. ![Why%20you%20might%20want%20to%20use%20viber%20community%20vs%20group](https://images.ctfassets.net/ph8r57dk1q9w/2CRhRgGKAghTCbs9gKjWBa/c5fda5076c5c9a48602f9843c7767711/ViberGroupImage04_509427697c47681cec360eff7dcdfdfe.png) Viber Groups enable you to answer commonly asked questions with a single message since everyone in the group can read your replies. For example, you can alert customers about new products and answer any questions they might have in the same group. Viber Groups are free to use along with the Viber app itself. There are also no costs for messaging either as you’ll be sending messages from a personal Viber account instead of a [business account](https://respond.io/blog/viber-for-business). This is helpful to know, especially when you’re a business that’s just starting out and don’t have a big budget to spend on messaging customers! Now you know the benefits of using a Viber Group, let’s learn how to create one. ### How to Create Viber Group Creating a Viber Group is a process that will be familiar to you if you’ve created groups on other chat apps in the past. ![an%20image%20showing%20how%20to%20create%20a%20group%20in%20Viber](https://images.ctfassets.net/ph8r57dk1q9w/5f5ZCndJqPBAAtl7XRIey9/b22d1996345f3c3bc12de56d43795fd1/creategroup_435629c748167b4a1b6d3e970dfc87ed.png) **1\. Tap** the speech bubble icon. **2\. Select** New Group or Community. **3\. Select** the people to invite to your Group. **4\. Tap** the next arrow. **5\. Name** your group. **6\. Tap** the check mark. You can begin chatting with the group members in your newly created group. ### How to Invite People to Viber Groups Now that we’ve created our group, it’s time to populate it with members. Here’s what you need to do to invite your contacts. ![Invite%20members%20with%20a%20Viber%20group%20link](https://images.ctfassets.net/ph8r57dk1q9w/5YYtC1YJVCk7RBWmIExfyz/a0a02de1ccbf38f7f0355cb105a54f5c/addmembergroupcopy_8fe547f03c661bad24dbd1f3fed6e021.png) **1\. Tap** the menu button. **2\. Select** *Add participants*. **3\. Select** the contacts you want to add to the group or select *Share group link* to get a URL for sharing. **4\. Tap** the check mark. The contacts you select will be added to the Viber Group. If you used the *Share group link* option instead, send the generated link to people you would like to invite to your group. ### How to Manage Viber Groups Admins are the only ones with the privileges to manage a Viber Group, so they can add or remove members from the group, clear chat content and delete the group itself. As it can be difficult to manage a group alone, appoint admins to help you out. #### Adding Admins Appointing a group member as an admin is a quick and easy process, but choose wisely when providing this level of access. ![An%20image%20showing%20how%20you%20add%20admins](https://images.ctfassets.net/ph8r57dk1q9w/2icXtgLRjxvxk3MGYwfEMq/64c5bc5826ed371cc52496ca51cb0cc8/addadmin_49e1bee97090382a9025880aac327b9e.png) **1\. Tap** on the group name. **2\. Select** the contact you wish to make an admin. **3\. Select** *Add as admin*. It’s that simple; the next step will cover removing any appointed admins in your Viber Group. #### Removing Admins It’s wise to remove any ex-colleagues from a group to prevent unintended usage of the admin role. ![An%20image%20showing%20how%20to%20remove%20admins](https://images.ctfassets.net/ph8r57dk1q9w/gMNyNIDZ75HEuLXTpsHZZ/92a1821a26bfb0841c5f90794a60684a/removeadmin_c176fd28c2f3100881cb09f35df89b6a.png) **1\. Tap** on the group name. **2\. Select** the admin you wish to remove. **3\. Select** *Remove as admin*. Lastly, we’ll cover how to clear chat content or delete a group. #### Clear Chat Content or Leave and Delete the Group If your Viber Group was created for a temporary occasion that has concluded, follow these steps to delete the group or its contents. ![An%20image%20showing%20how%20to%20clear%20or%20delete%20a%20Viber%20Group](https://images.ctfassets.net/ph8r57dk1q9w/2SxZyefqdVM0qmPVABZCMY/5cf697d3696583348d238bc392ed167f/cleardelete_19da4b0149b5db5aa0a67a70cd3f4455.png) **1\. Tap** on the group name. **2\. Tap** *Clear chat content* to erase the chat history of the group or *Leave and delete* to leave and delete the chat group. **3\. Tap** *Clear* or *Leave and Delete* in the pop-up menu to confirm your decision. Now you have the information required to run a Viber Group, let’s wrap things up. ### Conclusion Viber Groups are a great way to build customer relationships and stay in touch with them, provided that you or your agents reply to messages in a timely manner. However, if you’re dealing with a larger group of customers, consider using Viber Communities, which has chatbot support. With a chatbot, you can use a central messaging inbox like respond.io to handle your conversations. When your Viber chatbot is connected to respond.io, you’ll gain features like [automatically routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assigning contacts](https://respond.io/blog/auto-assignment-automatic-assignment-respondio), [sending automated messages](https://respond.io/blog/viber-auto-reply), [internal collaborations](https://help.respond.io/contacts/contact-activity) with multiple agents and more. Check out our blog post on [Viber Communities](https://respond.io/blog/viber-community) for more details. Once you’re ready to connect your chatbot to respond.io, [sign up for a free trial](https://app.respond.io/user/register)! ### Further Reading Finally, if you found this post helpful, here are some other articles you might be interested in. - Ultimate Guide to Viber for Business - Viber Sales: A Comprehensive Guide to Sales With Viber - Viber Support: Using Viber As a Customer Support Channel ## [Viber Link Generator: How to Get Viber Links for Your Business](https:/respond.io/blog/viber-link) All you need to know about the Viber links. Use respond.io's Viber link generator for your business and get a link for customers to contact you easily! Looking for ways to get customers to speak to you on Viber? The Viber links are the fastest way to accomplish this. All your contacts need to do is tap on a Viber link to launch the Viber app on their devices and initiate a conversation with your business. If you have no idea how to generate Viber links, read on! We’ll go over its use cases, benefits and how to use respond.io’s Viber link generator to create one of your own. ### What Are Viber Links Viber links are links that enable people to easily find and message your business account on Viber. Contacts who have the app installed on their devices can open a chat window with your business by clicking on a Viber link. It’s the fastest way to get contacts speaking to you on Viber since there’s no need for users to manually search or input your contact details before they start talking to you. ![An%20image%20showing%20what%20a%20Viber%20account%20link%20is%20-%20launch%20conversations%20quickly%2C%20it%20is%20the%20shortest%20official%20link%2C%20and%20works%20on%20mobile%20or%20desktop](https://images.ctfassets.net/ph8r57dk1q9w/1yESjKeBbgDGlbZuIbaZOk/e47db5f17cd1f33dffe258731db44e3e/ViberLinkImage01_42c9f9f27792bd4a273de1b64a6aac16.png) Because it is a [deep link](https://developers.viber.com/docs/tools/deep-links/), it directs users to the Viber app, instead of a website. This means it will only work on devices that have the Viber app installed as Viber doesn’t have a web version. Unlike the links for other channels such as Telegram, WhatsApp and Facebook, which pull up a browser-based application, Viber links will not load a browser when accessed on a device that doesn’t have the app installed. Let’s run through the various ways you can use Viber links for higher customer engagement. ### Benefits of Viber Link A [Viber chatbot](https://respond.io/blog/viber-for-business#toc-mobile-5) and a messaging inbox that supports Viber, like respond.io, an [AI-powered](https://respond.io/blog/conversational-ai-platform) customer conversation management software, is [the best way to handle](https://respond.io/blog/business-messaging#toc-mobile-7) your support and sales conversations. This is especially true if you have a large number of inbound messages on Viber for your business. However, Viber chatbots are not searchable until you agree to their [commercial terms](https://help.viber.com/hc/articles/15247629658525-Bot-commercial-model), a time-consuming and expensive process. Otherwise, to get contacts to speak to your business, you’ll need to manually share your bot with them using Viber’s invite feature. Another method is to utilize Viber links, which will be much faster for both parties compared to a manual chatbot invitation. ![an%20image%20showing%20the%20benefits%20of%20Viber%20link%20to%20chat.%20Easy%20for%20customers%20to%20contact%20you%2C%20can%20be%20placed%20anywhere%20and%20easily%20migrate%20conversations%20to%20Viber](https://images.ctfassets.net/ph8r57dk1q9w/6rNIBGpLB1y7DkT4lQqYqx/2fad5f77c9ab90085b216f73829f7d79/ViberLinkImage02_09aefd9e943b3c0fb4935e5a00734d4a.png) Once you have a Viber link, there are many ways you can use it to get customers to speak to you. Put it on your website, blogs, PDFs and social media posts that support links for customers to access. You can also share the link in text messages on other channels like email, SMS and WhatsApp. For example, by sending Viber links via email to a contact, you can move the conversation to Viber for faster or more informal interactions. Likewise, convert your Viber links into [QR codes](https://respond.io/blog/viber-qr-code), which can be printed on posters, flyers and other physical media. Therefore, users can scan the QR code with their phone’s camera to reach your business. Now that we know the benefits of the Viber link, let’s learn how to obtain one. ### How to Get Viber Link? In this section, we’ll go over the Viber link that initiates a conversation with your [Viber Chatbot](https://respond.io/blog/viber-for-business#toc-mobile-5). This link is not to be confused with the Viber Channel, Group or [Community link](https://respond.io/blog/viber-community), which are obtained differently. There are two ways to get your Viber link, manually or as a QR code with respond.io’s Viber link generator. #### How to Get Viber Links Manually This method involves appending your chatbot username to the Viber deep link. ![An%20image%20of%20how%20to%20create%20Viber%20bot%20link](https://images.ctfassets.net/ph8r57dk1q9w/Sk838cRahYGVAHBiLhFZc/2cae997b60d7ed208ff64f4a1097038a/manual_437ebc6a8be600059885a7ff23338b48.png) **1\. Go** to More > Settings > My Bots > Select your Viber bot. **2\. Locate** the username of your bot under URI. **3\. Copy** and paste or type your username where it says *URI* in the following address: *viber://pa?chatURI=.* For example, if the bot’s name is grubngomealdelivery, it will be *viber://pa?chatURI=grubngomealdelivery.* **4\. Display** this link in websites or advertisements where customers you want to speak to are likely to see it. This link is also different from personal Viber links, which are used to share personal Viber accounts and not chatbots. Personal Viber links contain phone numbers instead of the bot URI, here’s an example: *viber://add?number=1234567890.* For the next method, we’ll use respond.io’s built-in generator. #### How to Get Viber Links with Respond.io's Viber Link Generator Due to Viber links not working on devices without Viber installed, the better alternative is to use QR codes, which are faster and less prone to error. People with Viber installed can easily scan these codes to start talking to you. That being said, we’ll still show you how you can get your Viber link from [our QR code generator](https://help.respond.io/quick-start/getting-contacts-to-message-you). To begin, make sure your Viber account is [connected to respond.io](https://help.respond.io/channels/viber#connecting_viber). ![An%20image%20showing%20How%20to%20create%20Viber%20link%20with%20respond.io%u2019s%20generator](https://images.ctfassets.net/ph8r57dk1q9w/7pNgKXoue3BabyquL2Gjt0/11d01f07295b6a432d28fef5aef6b6ca/viberlink1_a2a5aa9b999594b38493cc0170c5e34c.png) **1\. Click** on the Settings icon in the respond.io navigation menu and **2\. Select** *Growth Widgets*, followed by *Add Widget*. **3\. Select** *QR Code* and click *Create Widget*. ![An%20image%20showing%20how%20to%20get%20your%20Viber%20URL%20link%20with%20respond.io%20generator](https://images.ctfassets.net/ph8r57dk1q9w/2dcB4Q95WgIJA3ERExZLbI/80fc90fb7a4dce9dee7cc5547ef46bef/viberlink2_bff156a707f4c552178140090e572766.png) **4\. Select** *Viber* as the QR code type. **5\. Select** the connected Viber channel that you want to create the QR code for. **6\. Type** your [greeting message](https://respond.io/blog/whatsapp-greeting-message) in the pre-filled text. This step is optional. The message will appear in your Contact’s message box when they scan the QR code. **7\. Click** *Generate Widget* button to create your QR code with the pre-filled text. **8\. Click** the *Copy* icon next to the text under QR Code to get your Viber link. Use this link in websites or advertisements where customers you want to speak to are likely to see it. For more information on Viber QR codes, [check out our complete guide](https://respond.io/blog/viber-qr-code). With your Viber chatbot connected to respond.io, let’s explore the platform’s features which elevate sales and support communication for you and your customers. ### Using Viber with Respond.io Respond.io is designed for businesses with large teams in mind. Therefore, if you have a large number of inbound messages, contacts on different channels, or require automation and agent-monitoring tools, the platform has what you need and more. ![An%20image%20showing%20why%20you%20should%20use%20Viber%20with%20respond.io%20-%20multi-channel%20support%2C%20automation%2C%20and%20monitor%20agent%20performance](https://images.ctfassets.net/ph8r57dk1q9w/4uDBm2oxEoa9VbFNDpLGV1/74fbb7895031be453c138b807afb80ee/ViberLinkImage03_c16006e7b9a01df2c8eaf5aec2143178.png) By connecting your Viber chatbot to the platform, you can offer omnichannel support, set up automation and monitor agents. Let's go through these below. #### Offer Multi-channel Support Respond.io’s multi-channel support lets you reply to all your customers from one platform, regardless of the channel they’re on. With [Contact Merge](https://respond.io/blog/merge-contacts), say goodbye to duplicated contact profiles for contacts with different usernames on multiple channels. Furthermore, by consolidating customer details and chat history, you’ll never miss out on key info from the previous conversations you’ve had across different channels. This comes in handy when reaching contacts on channels with [strict message windows](https://respond.io/blog/whatsapp-business-api#toc-mobile-10) or [high fees](https://respond.io/blog/line-official-account#toc-mobile-6) for messages outside the window. ![A%20demonstration%20of%20Contact%20Merge](https://images.ctfassets.net/ph8r57dk1q9w/5wieC8mlSAcj9ATh2LMrRr/08fa31f79c35d5fba3dd31139fbf12da/contactmerge_b1100777773150e0be5f1f0e2c5a24d8.gif) If a messaging window with a contact has closed on another channel, you can resume the chat on Viber if you have their Viber contact details. On the other hand, if a [messaging window](https://respond.io/blog/viber-for-business#toc-mobile-11) on Viber has closed, you can use a channel like Telegram to resume it for free. Additionally, if they prefer to chat on Viber, simply send them a Viber link to restart the chat! #### Automate Routine Tasks [Workflows](https://help.respond.io/workflows/workflows-overview) can be used to automate repetitive tasks if you have a lot of contacts reaching out to you on Viber. Are your contacts looking to speak to customer support or the sales team? [Automatically route](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) them to the right team and [assign them](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to an available agent. ![An%20image%20showing%20an%20example%20of%20customer%20qualification](https://images.ctfassets.net/ph8r57dk1q9w/73QHt5OydQLkXjtSjcDBJb/869dae9791c12f185f8dcd6f4079010c/WhatsAppCRM5_5338abefc05f7825b87bfeed6b597e45.png) Use [respond.io API Integrations](https://respond.io/integrations) with other apps and platforms to exchange information, therefore giving users a better sales or support experience. - Qualify contacts with data enrichment tools such as Clearbit - Calculate the price quotations for a custom plan during client consultations - Generate sales deals in a CRM such as Hubspot or Salesforce - Set up a customer escalation process - Measure CSAT scores using workflows Integrations reduce the number of errors that get introduced during the process of reentering data and improve your Agents’ efficiency since there’s no need to leave respond.io to use another tool. #### Observe and Report The [Comments feature](https://help.respond.io/contacts/contact-activity#comments) enables you to observe your agents’ conversations and activities on the platform. You can step in at any time to offer answers or suggestions when necessary. ![An%20image%20showing%20the%20Reports%20Module](https://images.ctfassets.net/ph8r57dk1q9w/5NcPPWb9SUzzeTnhUg6jC9/559878c452f64318a5a3803767b8a322/Screenshot2022-09-26at4_05_18PM_76195f795fd7d3e8428424ebf89d33a8.png) Lastly, the [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) lets you evaluate the efficiency of your agents by tracking their first response time, resolution time and more. Analyze and improve both individual and team performance! Respond.io can accomplish a lot more than what’s listed above but these suggestions should give you an idea of where to start. Now that you’re ready to get your own Viber link and communicate with your contacts using respond.io, [sign up for a free trial](https://app.respond.io/user/register)! ### Further Reading In conclusion, here are some additional resources you might find useful if you’re looking to improve your Viber communications for business: - Ultimate Guide to Viber for Business - Viber Bulk Message: How To Send A Viber Broadcast - Viber Sales: A Comprehensive Guide to Sales With Viber ## [Viber Marketing: Drive Growth Through Messaging](https:/respond.io/blog/viber-marketing) Learn how you can enhance your sales and growth with Viber Marketing by using QR codes, bulk messages and ads. Are you looking to enhance your marketing efforts through Viber? Well, look no further, we’ve got you covered. In this blog, you’ll learn what Viber marketing is, its benefits and how to use respond.io to further boost your marketing efforts. Then, we’ll show you success stories of businesses using Viber marketing. ### What is Viber Marketing? Viber marketing leverages the Viber messaging app to revolutionize customer engagement. It's not just a platform for sending messages; it's an entire ecosystem for interactive and targeted marketing. Viber marketing offers a more personal touch compared to traditional marketing avenues. It provides tools like chatbots, stickers and Viber Communities, transforming every interaction into an engaging experience. This platform isn't just about reaching customers; it's about resonating with them. #### How is Viber Marketing Different From Traditional Marketing? The landscape of marketing has evolved dramatically, and Viber advertising and marketing is at the forefront of this change. Unlike traditional marketing, which can feel like shouting into a void, Viber Marketing is akin to having a one-on-one conversation with your audience. This approach transforms the marketing experience from a monologue into a dialogue, creating a more meaningful connection with customers. This direct and personalized communication ensures relevance and engagement at every touchpoint Viber also supports a variety of formats – text, images, videos and voice messages – and caters to diverse content strategies, offering creative flexibility and enhancing customer interaction. #### Who Should Use Viber for Marketing or Advertising? Businesses using Viber should target Eastern Europe, the Middle East and Southeast Asia. With its over [1.1 billion unique users](https://financesonline.com/viber-statistics/), Viber offers an expansive stage for companies to showcase their brand, products, and services to a vast, engaged audience. ### Benefits of Using Viber Marketing Engaging in Viber marketing and advertising campaigns can be a costly affair. Thankfully, Viber offers a cost-effective solution with a high return on investment. Its ability to target specific demographics minimizes wasted effort, ensuring that your marketing messages reach the right ears. ![Benefits%20of%20using%20viber%20marketing](https://images.ctfassets.net/ph8r57dk1q9w/vLqmi9lMaaUgFAHaWouo0/d642af0db45b6d26c5381bc1e17fb027/viber-marketing-1_f67966e0e51fdb6d9100fdcacc96eca8.jpg) Moreover, Viber’s immediate reach and digital analytics empower businesses with real-time insights, allowing for agile, informed marketing strategies. Now, let’s look at the benefits of Viber Marketing. #### Viber Ads: Cost Effective One of the most compelling advantages of Viber marketing and advertising is its cost-effectiveness. In comparison to more traditional marketing channels like print or television advertisements, Viber presents a more economical alternative. Viber has a low barrier to entry with a flexible pricing model that scales with your specific needs and usage. Unlike many other platforms, starting a marketing campaign on Viber usually does not require a large budget upfront, making it accessible for small and medium-sized businesses. This makes experimentation with different messaging easier and more affordable. #### Viber Ads: Targeted and Immediate Reach By focusing on relevant customers, businesses avoid the scattergun approach often associated with conventional marketing. This targeted strategy not only saves money but also boosts the return on investment. With fewer wasted impressions and more focused outreach, marketing campaigns become more efficient and yield better results. Additionally, unlike print, radio, or television ads, marketing campaigns on Viber allow customers to message businesses quickly. This immediacy reduces the time gap between customer interest and action, increasing the likelihood of conversion. #### Viber Ads: Higher Engagement Rates Viber has [exceptionally high engagement rates](https://financesonline.com/viber-statistics/). This should give every marketer a reason to at least try Viber as a part of their advertising efforts. Here are three statistics you need to know: - 90% of Viber messages are opened within 3 minutes. - 70 million number of interactions every hour. - 25% of Viber users tap on the buy button of the product ads they see. While there are many other benefits to using Viber for marketing, the ones listed here can’t be ignored. However, before you proceed with marketing on Viber, make sure you take note of some of its limitations. ### Limitations of Using Regular Viber App for Advertising The regular Viber app's limited automation capabilities present a challenge, especially when dealing with high volumes of customer inquiries. Without connecting your Viber account to platforms like respond.io, businesses miss out on automating responses, which is essential for handling high volumes of inquiries efficiently. Managing a large number of contacts and conversations is another challenge with the standard Viber app. As marketing activities scale up, the volume of interactions increases, potentially leading to missed messages or delayed responses. This limitation underscores the need for additional tools or platforms that can aid in more efficient contact management. Then, there’s the absence of advanced segmentation. The ability to segment audiences is crucial for tailoring messages to specific groups based on criteria like demographics or behavior. Without it, businesses may struggle to customize their marketing efforts effectively. Finally, Viber has updated its [Bot Commercial Model](https://help.viber.com/hc/en-us/articles/15247629658525). Previously, Chatbot owners only had to pay per-message fees after exceeding the 10k free chatbot-initiated messages quota. From 05/02/2024, new chatbot owners will be charged: - A maintenance fee of EUR 100.00 per bot, per month. - For every bot-initiated message per Viber’s rate card. > Take note that Viber now explicitly prohibits businesses like forex and crypto, adult entertainment, political content, tobacco, weapons, etc. Viber also requires gambling, gaming, loan and microcredit businesses to provide further documentation to validate their legitimacy. Chatbot owners who [create a chatbot](https://help.respond.io/l/en/viber/viber#getting_a_viber_bot) before February 5, 2024, will not be affected by the updated Commercial Model. They will fall under the [legacy Commercial Model](https://help.viber.com/hc/en-us/articles/8746671603485). ### Key Considerations for Effective Viber Marketing Before diving into the world of Viber Marketing, it's essential to understand some key aspects that can significantly impact the success of your campaigns. From pricing models to marketing tools and ads to best practices, here's what you need to know. #### Understanding the Viber Bot Pricing Model As of September 2022, Viber Chatbots operate on a [pricing model](https://respond.io/blog/viber-bot-pricing) that's based on notifications. While the initial setup of a Viber Chatbot is free, businesses can send up to 10,000 chatbot-initiated messages per month without incurring costs. However, beyond this threshold, [Viber's Commercial Terms](https://respond.io/blog/viber-bot-pricing#toc-mobile-3) come into play, and businesses are charged per message. > Importantly, these costs can vary depending on the destination country. This pricing model necessitates careful planning and budgeting, especially for businesses aiming to use chatbots extensively. #### Utilizing Viber's Diverse Marketing Tools Viber offers an array of tools to enhance your advertising strategies. Viber Broadcasts and QR codes are particularly noteworthy. Broadcast messages can be sent either through the Viber app, limited to 50 contacts, or via a Viber Bot Account. However, when integrated with platforms like respond.io, broadcasts can be sent to unlimited recipients. This is especially powerful when coupled with advanced targeting features like Segments in respond.io. #### Leveraging Viber Advertising and Push Notifications Viber Ads are a powerful feature for increasing visibility within the app, especially for reaching users who are not yet in your contact list. ![Things%20to%20remember%20when%20crafting%20a%20viber%20marketing%20strategy](https://images.ctfassets.net/ph8r57dk1q9w/6eZZSsq73qqO3RLa5hAu93/211d4b05c2be4f769706e4ba35d1d134/viber-marketing-2_4c5b9bb6fb58667c3be6695d296c1782.jpg) Additionally, [Viber's push notifications](https://respond.io/blog/viber-push-notifications) offer a cost-effective alternative to traditional SMS. Businesses can deliver interactive messages to more people. This makes them ideal for a range of business communications, including marketing, sales and transactional updates. #### Complying with Viber’s Policies A crucial aspect of marketing on Viber is adhering to the platform's messaging rules. For example, you can’t import a contact list and then message customers. You need to get customers to message you first before you can interact with those contacts. These guidelines are designed to prevent spam and uphold good marketing practices. Now that you’re familiar with Viber marketing and advertising basics, let’s see how you can take it to the next level when you connect your Viber account to respond.io. ### Supercharge Viber With Respond.io Respond.io is an AI-powered customer conversation management platform that has powerful features to get your operations going. ![A%20Viber%20campaign%20can%20be%20enhanced%20with%20respod.io](https://images.ctfassets.net/ph8r57dk1q9w/2fs08tqCLNvcemuSK9aMVb/c48917ce063c86c75baaef7d698411c5/viber-marketing-3_035900d7751b57059fd978f97b081f8b.jpg) #### Generating Leads with Ease Although Viber [assigns User IDs based on phone numbers](https://developers.viber.com/docs/faq/#account-subscribers), you can’t just import contacts from a CRM. As we mentioned earlier, you need to get customers to message you first. This is a limitation created by Viber to avoid spam marketing. There are a few helpful tools to get customers to message you first. You can send [chat links,](https://respond.io/blog/viber-for-business#toc-mobile-9) place [QR codes](https://respond.io/blog/viber-qr-code) in your physical store, install a [Viber chat widget](https://respond.io/blog/viber-widget) on your website or attract new customers with Viber advertising. All these tools are available on respond.io. #### Streamlined Lead Qualification Qualify leads efficiently with respond.io's by setting it up in the [Workflows advanced automation builder](https://help.respond.io/workflows/workflows-overview). Alternatively, you can use respond.io’s AI capabilities, called Respond AI, to [automatically discern and qualify leads](https://help.respond.io/automate-conversations/ai-agent-integration-round-the-clock-engagement-efficiency), reducing the need for constant sales team intervention. This automation not only streamlines the process but also ensures that potential customers are engaged promptly and effectively. #### Targeted Promotions with Viber Broadcasts Once you qualify leads, you can segment your audience and send [bulk messages](https://respond.io/blog/viber-bulk-message) using the [Broadcast module](https://help.respond.io/broadcasts-module/broadcasts-overview). > If you are using the Viber app, you are limited to sending a broadcast to 50 contacts. Imagine reaching out to hundreds or even thousands of customers with messages that resonate with their specific interests and interactions – all made possible with Viber Broadcasts. If you do have a huge influx of customers from your promotions, you can use Respond AI Agent to answer common questions and route contacts to the sales department for closing deals. #### Engaging Customers with Viber Drip Campaigns Drip campaigns are a powerful tool to nurture customer interest over time. Craft a series of engaging messages scheduled at optimal intervals. This strategy keeps your customers engaged and builds anticipation, ultimately leading to higher conversion rates. With respond.io, setting up a sequence of automated messages via Viber is straightforward. Once again, the Workflows is the star of the show. Each of these features is designed to make your customer engagement more effective and less time-consuming. By integrating Viber into your strategy through respond.io, you're engaging customers in meaningful and productive conversations. Finally, let’s look at the successes businesses have had using Viber marketing. ### Viber Marketing and Advertising Big Wins Viber Marketing has become a key strategy for businesses to reach and engage with customers effectively. Its ability to deliver personalized and interactive content makes it ideal for various industries. Let's dive into some success stories that showcase the transformative impact of Viber Marketing. #### TRS.INK: Navigating a Health Crisis with Effective Communication During the the Covid-19 pandemic, [TRS.INK](https://respond.io/customers/how-trs-ink-used-viber-to-reach-132k-citizens-in-covid-19-response) recognized the urgent need for swift and reliable communication with patients. Their strategic use of Viber's broadcasts and one-on-one messaging capabilities led to impressive outcomes: - Remarkably, they reached over 132,000 people, ensuring vital information was disseminated quickly and efficiently. - The campaign achieved a staggering 99.9% delivery rate, illustrating the power of Viber in reaching a wide audience with crucial health updates. #### Comfy: Boosting Retail Engagement and Sales [Comfy](https://www.forbusiness.viber.com/en/success-stories/story/comfy/) a leading retailer in Ukraine, faced the challenge of reducing shopping cart abandonment. By integrating Viber ads and promotions into their marketing strategy, they crafted a solution that combined immediate reach, rich media, and compelling call-to-actions (CTAs). This innovative approach led to: - An impressive 30% increase in conversions, significantly outperforming traditional SMS marketing. - A notable 10% boost in overall sales, demonstrating the effectiveness of Viber in enhancing customer engagement and driving retail success. #### WWF: Spreading Awareness for Tiger Conservation The [World Wildlife Fund (WWF)](https://www.forbusiness.viber.com/en/success-stories/story/wwf/) embarked on a mission to raise awareness about tiger conservation. Viber's unique features, like stickers and chatbots, became pivotal in their campaign, leading to exceptional engagement: - The campaign saw 1.7 million sticker packs downloaded, spreading the message of conservation far and wide. - A staggering 3.2 million users were exposed to WWF's message through these stickers. - The WWF chatbot generated over 21.5 million interactions, indicating a high level of engagement and interest in tiger conservation. These stories highlight the versatility of Viber advertising and marketing across industries and its effectiveness in achieving marketing goals. From healthcare communication during a global crisis to boosting retail sales and promoting wildlife conservation, Viber Marketing has proven to be a game-changer in the realm of digital engagement. Are you ready to transform your Viber marketing strategy? Sign up for a [free respond.io account](https://app.respond.io/user/register) today and discover the full potential of your marketing efforts. ### Further Reading If you enjoyed reading this article, here are more Viber blogs we think you’ll enjoy: - Ultimate Guide to Viber for Business - Viber Sales: A Comprehensive Guide to Sales With Viber - Viber CRM: Integrating a CRM with Viber on respond.io ## [Viber Push Notifications: How to Send a Viber Notification](https:/respond.io/blog/viber-push-notifications) If you don't want customers to miss your messages, try Viber push notification. This article will show all you need to know about Viber push notifications. Many businesses worldwide use Viber push notifications for customer communication. Would you like to learn how? This article will cover everything you need to know to send a Viber push notification to your customers — from the very basics to the different Viber notification types you can send using respond.io. ### Viber Push Notification: An Introduction Since smartphones started to take the world by storm, push notifications have been growing in popularity. So much so that everyone with a smartphone is receiving push notifications from apps. In this section, we’ll explain what push notifications are, how they compare with SMS messages, and what makes [Viber](https://help.respond.io/viber/viber) a suitable push notification channel for your business. #### What are Push Notifications? Push notifications are messages that pop up on the lock screen of customers’ phones. Because they are displayed in such a strategic location, they are very effective at grabbing the recipient’s attention. Generally, push notifications are short and compelling with a clear call to action. Companies use them for multiple purposes, for example: - Notify customers of limited-time offers - Remind them about an appointment - Inform them about scheduled platform maintenance - Confirm an order ![This%20image%20shows%20a%20visual%20example%20of%20Viber%20push%20notifications%20android%20or%20push%20notifications%20iOS%20Viber](https://images.ctfassets.net/ph8r57dk1q9w/18DFHX9cXoSTeqwarIvze1/a0c41ac6057adb43fc20ab4326ce9868/ViberPushNotifications_Image01_239bf09575037fd055267f8a9eb5b542.png) As you can see, push notifications are similar to SMS in some ways, as both are short messages with a clear objective. However, companies are increasingly switching to push notifications through messaging apps like Viber. But why? To answer this question, let’s compare SMS to Viber push notifications when it comes to customer communication. #### Viber Push Notification vs SMS for Business Messaging [SMS providers](https://respond.io/blog/business-sms#toc-mobile-6) charge businesses a per-message fee, so companies that need to send many monthly SMS notifications are at risk of incurring high costs. On top of that, some SMS providers charge businesses set-up and periodic lease fees. SMS has low deliverability rates compared to Viber. In an attempt to protect mobile users from spam and fraud, SMS carriers intercept some messages and stop them from reaching their recipients. This is known as [carrier filtering](https://respond.io/blog/sms-marketing-sms-broadcast#toc-mobile-7). Plus, certain number types like [short codes](https://respond.io/blog/business-sms#toc-mobile-5) can only be received by local numbers. Last, SMS messages are limiting when it comes to content, as they don’t support multimedia. Viber push notifications are a good alternative to SMS messaging, as we’ll explain next. | | SMS | Viber Push Notifications | | --- | --- | --- | | Costs | Variable | • Monthly Maintenance Fee of EUR 100 per Bot • Chatbot-initiated Messages | | Supports Multimedia | No | Yes | | Deliverability Rates | Low to High | High | Sending Viber push notifications is not free either. As a business, you’ll need a Viber Business account commonly known as [Viber Bot](https://help.respond.io/viber/viber#getting_a_viber_bot). Businesses must pay EUR 100 of monthly maintenance costs to Viber per Bot. In addition, push notifications are generally [chatbot-initiated](https://respond.io/blog/viber-bot-pricing#toc-mobile-1), with [costs involved](https://help.viber.com/hc/en-us/articles/15247629658525#rate-card). Viber push notifications are not filtered by carriers, so they boast higher deliverability rates. Just make sure you abide by [Viber’s Acceptable Use Policy](https://www.viber.com/en/terms/viber-public-content-policy/) to avoid getting your account blocked or taken down. Finally, businesses can send multimedia content through a Viber push notification to make it more engaging. If the points above have convinced you to give Viber push notifications a try, don’t miss the next section. There’s some important information you should know before starting on this messaging channel. #### What You Need to Know Before Using Viber Push Notifications As a business, using the Viber app to send a Viber notification is not optimal. It is time-consuming, it’s not suitable for multiple users and it lacks advanced messaging tools. That’s why we recommend using a Viber Chatbot, which is free to create. Simply [fill out this form](https://share.hsforms.com/12pxGHMtAS3yq_3KcxQ6g1A4fpwx), and Viber will get back to you. > Viber prohibits the following businesses from their platform: Forex and crypto, adult entertainment, political content, alcohol and drug promotions, tobacco, weapons and more. Businesses related to gambling, gaming, loan and microcredit bots may require further documents and validation upon application. Viber Chatbots are, in essence, APIs that Viber users can interact with. Unfortunately, Viber Bots don’t have an interface to send push notifications and receive replies, so they must be connected to a messaging inbox like respond.io. This also gives access to advanced automation, bulk messaging and additional business communication tools. Viber has implemented some messaging rules for Viber Chatbots to prevent spam and encourage good messaging practices. ![This%20image%20shows%20three%20messaging%20rules%20you%20need%20to%20know%20when%20to%20send%20Viber%20notifications%3A%20Contacts%20must%20message%20you%20first%2C%20then%20you%20can%20send%20them%20push%20notifications%20freely%2C%20and%20there%20is%20a%2024-hour%20messaging%20window%20after%20contacts%20reply](https://images.ctfassets.net/ph8r57dk1q9w/XZW8KCp2wo8C7WWhi9ziK/b799fe8b428bfd54e79d3ce7746f884e/ViberPushNotifications_Image031_67d4581b5f35c1ae901a04268146b0b0.png) First, Viber contacts can’t be imported from a CRM. Instead, you’ll need to get them to message you first. Although only verified accounts are searchable in the app, Viber offers [other features customers can use to find any Viber Chatbot](https://respond.io/blog/viber-for-business#toc-mobile-9), verified or not. A contact replying to your Viber push notification will activate the [24-hour messaging window](https://respond.io/blog/viber-bot-pricing#toc-mobile-2). Within this session, you can exchange unlimited free messages with the contact; after 24 hours, the session will end. If you plan to use respond.io as your Viber messaging inbox, the next section is for you, as we’ll explain how to send Viber push notifications with respond.io. ### How to Send a Viber Push Notification with Respond.io Businesses send Viber push notifications for support, sales, marketing and transactional messages. And these use cases don’t share the same goals or messaging practices. While support teams may have 1:1 conversations with clients to provide them with a smooth customer journey, marketing teams send bulk messages to segmented audiences to increase brand awareness or generate conversions. ![This%20image%20shows%20the%20three%20tools%20that%20respond.io%20offers%20to%20send%20Viber%20notifications%3A%201%3A1%20messaging%2C%20broadcast%20and%20messages%20API](https://images.ctfassets.net/ph8r57dk1q9w/7noTkClvZgAHpfSQbr76Bi/968e4899914b3183f00ccb98a306b9dc/ViberPushNotifications_Image04_819dcc35890148ca9de39a8f9355147c.png) Respond.io features different modules to compose and send push notifications for your company’s teams. Next, we’ll guide you through three ways to send Viber push notifications: 1:1 messaging, broadcasts or automated notifications via [Messages API](https://developers.respond.io/). #### Sending a 1:1 Viber Push Notification 1:1 notifications are mostly used by sales and support agents. Their interactions with customers tend to be more conversational, giving each customer personal attention to form long-term relationships. [Sales agents](https://help.respond.io/sales-use-case/sending-outbound-sales-messages) commonly send 1:1 push notifications to follow up with leads or schedule a call with them. On the [support agents](https://help.respond.io/support-use-case/send-outbound-messages)' side, they use 1:1 push notifications to notify customers about a solved issue or an account problem or to request feedback, for instance. ![Image%20use%20cases%20for%20Viber%20notifications%20with%20respond.io%3A%201%3A1%20messaging](https://images.ctfassets.net/ph8r57dk1q9w/3Xh9cM5RLf1y5yXAKHQ2cS/aa0698bdea8fa6a93faa1523256b20eb/ViberPushNotifications_Image05_8109c70ca947be6bf77fff988a1b7cdc.png) Your sales and support teams can send a Viber push notification from the respond.io [Messages Module](https://help.respond.io/messages/messages-overview). Viber push notifications can be typed manually or triggered [at the push of a button](https://help.respond.io/workflows/workflow-triggers#trigger_shortcut). #### Broadcasting a Viber Push Notification Support teams occasionally send push notifications to large audiences to inform contacts about platform maintenance or public holidays. But it’s marketing teams who generally use broadcasts for promotional notifications. Unlike [WhatsApp broadcast](https://respond.io/blog/whatsapp-broadcast) or [Facebook Messenger broadcast](https://respond.io/blog/facebook-messenger-broadcast), [Viber broadcast](https://respond.io/blog/viber-bulk-message) does permit promotional content. Moreover, businesses can broadcast push notifications to unlimited recipients as long as they are willing to bear the extra messaging costs. In [respond.io’s Broadcast Module](https://help.respond.io/broadcasts-module/broadcasts-overview), you can create, edit, preview, schedule and test Viber Broadcasts. Plus, you’ll be able to [segment Contacts](https://help.respond.io/contacts/segments) easily for effective targeting. #### Using Messages API to Send a Viber Push Notification Unlike conversational and promotional notifications, transactional push notifications are in most cases automatically sent in response to customer interactions with a platform. They include necessary and personal information that customers need at some stage of their customer lifecycle, for example, to confirm a payment, reset a password or provide a delivery update. Because it’s an API and has no interface, you’ll need to connect [respond.io’s Messages API](https://developers.respond.io/) to a business software of your choice. ![This%20image%20shows%20two%20important%20facts%20to%20know%20when%20sending%20an%20automated%20Viber%20push%20notification](https://images.ctfassets.net/ph8r57dk1q9w/53CoXRpWIRjICqfVMNn2cq/66581ec08d7c9c8000499351309752ed/ViberPushNotifications_Image072_21e860030f58a60128249061b56a158f.png) With respond.io’s Messages API, you can send text, attachments and [text with quick replies](https://docs.respond.io/developer-api/messages-api#send-text-with-quick-replies-request), which is commonly used to create Viber push notifications with multiple choice questions. There is an additional Viber messaging tool that allows verified accounts to send different types of push notifications. Let’s discuss what this feature is about, and what costs you can expect from it. ### Viber Push Notifications with Viber Business Messages Viber has a feature called [Business Messages](https://respond.io/blog/viber-for-business#toc-mobile-4) that relies on a fallback to SMS mechanism for higher deliverability. The downside is that this feature is not free. Promotional and transactional messages are charged on a cost-per-delivered message basis, whereas conversational notifications are charged on a session time window. You’ll also have to verify your profile, which will involve fees from your Viber Business Partner and a minimum monthly charge that varies per destination country. ![This%20image%20shows%20the%20expected%20costs%20of%20using%20Viber%20Business%20Messages%20for%20Viber%20notification%3A%20Per-message%20fees%2C%20Viber%20Business%20Partner%20fees%20and%20the%20monthly%20minimum%20charge](https://images.ctfassets.net/ph8r57dk1q9w/IIiyo9dFlovXNPzl2qJfI/3a5965b7e18e8aca4f5708d321088fc3/ViberPushNotifications_Image08_577447fd31e29d43a152fc50ca2043ba.png) Minimum monthly charges haven’t been disclosed by Viber, but it’s known that they don’t go below $100/month. And as expected, you'll be charged for every additional cost above the minimum spend. In the following section, we’ll run you through some of the benefits of using it as a messaging inbox for Viber push notifications. ### Viber Push Notifications with Respond.io: Quick Wins Respond.io is not only useful for Viber push notifications — it’s a platform for the entire customer lifecycle. To start using respond.io as your Viber messaging inbox, follow these steps: 1. Create a Viber Chatbot 2. Sign up for a respond.io account 3. Connect your Viber Chatbot to respond.io ![This%20image%20shows%20the%20benefits%20of%20using%20respond.io%20for%20Viber%20notification%3A%20Omnichannel%20inbox%2C%20conversatino%20and%20performance%20tracking%2C%20chat%20routing%20and%20agent%20assignment%20and%20available%20on%20multiple%20devices](https://images.ctfassets.net/ph8r57dk1q9w/1lxdDHd9nNnaR9Z6GLQiZX/a690367eedf5585b072ebd33cda232eb/ViberPushNotifications_Image09_373548508ac9cce0320e7f674eaef4ca.png) In this section, we’ll focus on some of the features you’ll find in the platform: an omnichannel inbox, conversation and performance tracking, chat routing and agent assignment and cross-device functionality. #### Unify All Your Channels in an Omnichannel Inbox Your customers probably use other messaging channels besides Viber to communicate with you. This happens when there are other popular messaging channels in the country where your business operates, or when your customers are located in different regions. Using more than one messaging channel for push notifications gives businesses more flexibility. For example, you can have [Telegram](https://respond.io/blog/telegram-push-notifications) as a backup plan after running out of free Viber notifications. ![This%20image%20shows%20respond.io%27s%20omnichannel%20messaging%20inbox%2C%20which%20you%20can%20use%20to%20send%20a%20Viber%20push%20notification%20to%20a%20Contact.%20](https://images.ctfassets.net/ph8r57dk1q9w/PTThjBQtsthWAiSdXEmxt/fccbb842ba698677c90757cf54c92016/TelegramPushNotifications_Image11_f2bf4fd64cbe89a8c8dcfdf8803336d0.png) Contact duplication is a common thing on omnichannel platforms. While other platforms require users to search for duplicated contacts manually, respond.io’s Contact Merge feature suggests Contacts with duplicated profiles. At the press of a button, you’ll be able to [merge them into a single profile](https://respond.io/blog/merge-contacts) to prevent siloed conversations across different messaging channels. #### Execute Your Ideal Chat Routing and Agent Assignment Strategies Your Viber push notifications will get responses, which must be handled accordingly. When done manually, this task is time-consuming and puts an unnecessary extra workload on team leaders. This shouldn’t be the case if you use [respond.io’s Workflows](https://help.respond.io/workflows/workflows-overview). ![This%20image%20shows%20respond.io%27s%20Workflows%20Module%2C%20where%20you%20can%20build%20your%20ideal%20chat%20routing%20and%20auto-assignment%20strategies%20to%20handle%20Viber%20notification%20responses](https://images.ctfassets.net/ph8r57dk1q9w/25BBh2ez1qCgezwkNFDoBZ/30db6204a384c3b36a0e80ea2e2e4f05/Screenshot2022-09-26at4_01_42PM_217b230452dd9d78dcdeadf00e7ce0d4.png) Workflows is respond.io’s visual automation builder. Simple yet flexible, it can automate many complex company tasks, including chat routing and agent assignment. There are many ways to [route conversations to the right team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio). For a start, you could consider routing conversations by Contact language, team function or shift. Then, [implement your preferred auto-assignment strategy](https://respond.io/blog/auto-assignment-automatic-assignment-respondio). When the responses are properly routed and assigned, there is less need for repetitive questions coming from the agents, saving time and effort, lowering resolution times and improving customer experience. #### Track Conversations and Agent Performance with Advanced Tools From the [Messages Module](https://help.respond.io/messages/messages-overview), managers can supervise Viber push notifications sent by agents, and how responses are handled. A quick look at the [Messaging Console](https://help.respond.io/messages/messages-overview#messaging_console) is enough to see all conversation events in detail. This includes messages sent from both sides, triggered Workflows, and callbacks to other software. On the other hand, the [Contact Activity tab](https://help.respond.io/contacts/contact-activity) displays a summary of Contact interactions in chronological order. ![This%20image%20shows%20respond.io%27s%20Reports%20Module%2C%20where%20managers%20can%20supervise%20agent%20performance%20and%20track%20conversations](https://images.ctfassets.net/ph8r57dk1q9w/1r5cktyjCm3fGUnWU0r26U/f8ed5d96bd3fba474578545e205c6b62/Screenshot2022-09-26at4_05_18PM_bc16edf9b924d6802565ee166e261a9b.png) The [Reports Module](https://help.respond.io/dashboard-reporting/reports-overview) is the space where supervisors have access to insightful metrics such as resolution times or first response times. There are several filters supervisors can use to get accurate data, allowing them to identify long-term trends and specific issues. #### Notify Customers on the Go with the Respond.io Mobile App Because you don’t know when you are going to need it, a proper messaging inbox should be cross-device. Respond.io is available on multiple devices, allowing agents to send Viber push notifications from their desktop as well as their phones. ![Image%20depicting%20how%20Respond.io%20is%20available%20for%20desktop%20and%20phone](https://images.ctfassets.net/ph8r57dk1q9w/2ym5oMvofQ3kEilFtVm8rD/e7920499d43533e92ee202ff9c6b0c46/ViberPushNotifications_Image10_d915780585061839cdc51459d1eb085a.png) The respond.io app is a pocket-size solution that includes all the features you find on the desktop version. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. ### Further Reading If you’ve found this reading interesting, check out the following Viber articles. - How to Use Viber Community for Business - How to Use QR Code on Viber - How to Use Viber Web Chat for Business ## [Viber QR Code: How to Use QR code on Viber ](https:/respond.io/blog/viber-qr-code) Want to learn how to generate your own Viber QR code? In this article, you'll learn what Viber QR code is, how to generate it and how you can use it for your business effectively. Want to learn how to use Viber QR codes for business? You’ve come to the right place. Here we’ll show you what a Viber QR code is and how to create one with respond.io’s code generator and use it effectively for your business. ### What is a Viber QR Code A Viber Quick Response (QR) code is a type of barcode that contains alphanumerical information like contact details and is unique to every user. Viber QR codes can be easily scanned by smart devices. This is beneficial to businesses because all a customer has to do is scan the Viber QR code to start chatting with you instantly. Not to mention, the customer will also be added to your contact list. ![This%20is%20an%20image%20that%20describe%20how%20to%20use%20Viber%20scan%20qr%20code.%20With%20Viber%20PC%20code%2C%20you%20can%20scan%20qr%20code%20in%20viber%20desktop%20to%20login.%20You%20can%20also%20use%20Viber%20desktop%20qr%20code%20to%20share%20contacts%20to%20customers.%20Another%20benefit%20of%20using%20Viber%20qr%20code%20in%20desktop%20is%20that%20you%20can%20direct%20users%20to%20your%20website.%20](https://images.ctfassets.net/ph8r57dk1q9w/7nPswirOJq1WWRstcGB9uF/97774257fb53f434897445eb99bffab9/ViberQRImage01_381f634a60b9588cad9fa72b22323d0d.png) Some common uses include logging in to the [Viber for Desktop app](https://help.viber.com/hc/articles/9084593040285-Set-up-Rakuten-Viber-on-your-desktop) (you can only log in by scanning the QR code with your phone), directing users to websites and sharing Viber contacts. However, do note that the QR code only works if you have Viber app installed on your phone. If you scan the code without installing the Viber app, you’ll see an error message instead. Let’s head over to the next section where we’ll share the benefits of using Viber QR codes for your business. #### Benefits of Viber QR Code for Your Business To avoid spam marketing, Viber has set a rule [prohibiting businesses from importing contacts](https://respond.io/blog/viber-for-business#toc-mobile-9). If you want to increase Viber contacts, you need to [get customers to message you first](https://respond.io/blog/viber-for-business#toc-mobile-9). An easy way to get customers to send you the first message is through QR codes. ![This%20image%20describes%20the%20benefit%20of%20using%20Viber%20qr%20code%20in%20desktop%20for%20business.%20You%20can%20use%20Viber%20qr%20code%20in%20desktop%20to%20increase%20your%20viber%20contacts.%20Aside%20from%20that%2C%20the%20Viber%20qr%20code%20desktop%20also%20lets%20you%20share%20contact%20information%20easily.%20Lastly%2C%20the%20qr%20code%20in%20viber%20is%20preferred%20as%20it%20can%20be%20placed%20anywhere.%20If%20you%20want%20to%20know%20where%20to%20find%20qr%20code%20in%20viber%20desktop%2C%20we%27ll%20explain%20in%20details%20next.%20](https://images.ctfassets.net/ph8r57dk1q9w/3I3xfAVcviGnUreLX3wxNU/95ca5a2c16d821051b0d4b48ee8930c2/ViberQRImage02_3847320b91ec289e7575b6a1ab10f386.png) QR codes make it easier and faster for customers to add you as a contact, as opposed to adding your number manually. All they need to do is scan the QR code and they’ll be brought to the app to start chatting with you! ### How to Generate Viber QR Code There are two methods to generate a Viber QR code: Directly on your Viber app or through respond.io's [AI-powered](https://respond.io/blog/conversational-ai-platform) customer conversation management software. #### QR Code on Viber: How to Generate on Viber App Generating a QR code on your Viber app takes only a few minutes. Just follow the steps below to share your QR codes with customers so they can connect to your business instantly. ![This%20is%20an%20image%20that%20describes%20how%20to%20scan%20viber%20qr%20code.%20First%2C%20on%20your%20Viber%20app%2C%20click%20on%20the%20three%20dots%20on%20the%20bottom%20panel.%20Then%20tap%20the%20Viber%20QR%20button.%20Finally%2C%20share%20your%20QR%20viber%20to%20your%20customers.%20And%20this%20is%20how%20to%20open%20qr%20code%20scanner%20on%20viber.%20](https://images.ctfassets.net/ph8r57dk1q9w/2kyEZDjX30hGGFUFUsnTFW/6ca17a26246e311a29e236751f89d5d8/image_125f9d254acc5bc565fd1ff9abd602bf.png) Here’s how to do it: **1\. Tap** the three horizontal dots on the bottom panel of your Viber app. **2\. Tap** the QR icon on the top right corner. **3\. Share** the QR code in person or screenshot it and share it with your customers. It’s as simple as that! Now, we move on to the next section where we’ll show a step-by-step guide on how to do it on respond.io. #### QR Code Viber: How to Generate on Respond.io If you’re using [Viber bot](https://respond.io/blog/viber-for-business#toc-mobile-4) (Viber Business Account), you need an AI-powered customer conversation management software like respond.io to send and receive messages. Respond.io also allows you to generate QR codes to share with your customers. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20use%20respond.io%20to%20generate%20viber%20qr%20code%20for%20your%20business.%20](https://images.ctfassets.net/ph8r57dk1q9w/k7lc3Otoezn4VQgx3LAwM/0ecf363212a27d8fcd1e9cd96529db7b/image_69c1636579cd732dd28b9d197572d032.png) To generate a QR code on respond.io, follow these steps: 1\. **Click** on the Settings icon in the respond.io navigation menu. 2\. **Select** *Growth Widgets*, followed by *Add Widget*. **3\. Select** *QR Code* and click *Create Widget*. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20create%20viber%20qr%20code%20and%20create%20pre-filled%20message.%20](https://images.ctfassets.net/ph8r57dk1q9w/3N3SscFBej6yT0AVs4J6ol/620f12e6c6d2b200a416467a24bfa21d/image_713acbeb2baee9bf57b2aa8e9efe15ab.png) **4\. Select** *Viber* as the QR code type. **5\. Select** the connected Viber channel that you want to create the QR code for. **6\. Type** your [greeting message](https://respond.io/blog/whatsapp-greeting-message) in the pre-filled text. This step is optional. The message will appear in your Contact’s message box when they scan the QR code. **7\. Click** the *Generate Widget* button at the top right to create your QR code with the pre-filled text. Now that you’ve obtained the QR code for your business, let’s move on to the next section to find out where to display your QR codes. ### Where to Use the QR Codes You can place Viber QR codes on anything your customers come in contact with. Print the codes on posters or brochures and display them at your physical store for passersby to contact you. This helps to convert offline traffic to Viber contacts instantaneously. Make sure to place the QR code somewhere prominent so people can find it easily. Another strategic placement we’ve seen is on business cards. It makes networking a breeze. Not to mention, this approach saves you from carrying around dozens of cards. Just whip out your business card for someone to scan and add you as a contact. ![This%20is%20an%20image%20that%20describes%20where%20to%20use%20QR%20code%20in%20viber%20desktop.%20The%20Viber%20QR%20scanner%20can%20be%20placed%20on%20any%20brochure%20and%20posters.%20Aside%20from%20that%2C%20you%20can%20also%20place%20QR%20scanner%20viber%20on%20receipts%20and%20packaging%20to%20collect%20customer%20feedback.%20Another%20place%20you%20can%20use%20qr%20code%20scanner%20viber%20is%20on%20a%20business%20card.%20Finally%2C%20you%20can%20also%20place%20the%20qr%20scan%20viber%20desktop%20on%20your%20website%20widget.](https://images.ctfassets.net/ph8r57dk1q9w/B9J8fsx06p3wynTya3bef/4d25c914d2f5b9256015fd7e9058105d/ViberQRImage03_669c548e1273533656d9e1d9d8c70e12.png) QR codes can also be used to collect feedback from customers. Print in on receipts or packaging to encourage customers to scan and provide feedback on your products and services. If you have a website, you can consider [adding your Viber QR code to your website chat widget](https://respond.io/blog/viber-widget) to convert website visitors to contacts. Respond.io’s omnichannel web chat also allows you to add other channels like [WhatsApp](https://respond.io/blog/whatsapp-webchat), [Instagram](https://respond.io/blog/instagram-widget) and [LINE](https://respond.io/blog/line-web-chat). In conclusion, Viber QR codes have tons of benefits that your company can enjoy. Start utilizing Viber QR codes for your business today! ### Further Reading Want to know more about how to use Viber for your business? Check out these articles below: - A Comprehensive Guide to Sales with Viber - How to Use Viber as a Customer Support Channel - Here’s How to Send a Viber Broadcast ## [Viber Sales: A Comprehensive Guide to Sales With Viber ](https:/respond.io/blog/viber-sales) Everything you need to know about Viber Sales and sales for Viber. Learn how to use Viber Chatbot with respond.io to increase your sales. In this article, we’ll explore Viber sales and its advantages over traditional sales channels such as phone and email. If you plan to use Viber for sales, keep reading to discover how it can shorten your sales cycle, especially when connected with respond.io! ### Viber Sales: Why Use Viber for Sales vs Traditional Methods Salespeople have been using phones and email to carry out sales for the past few decades and while those methods get the job done, they are bound by many limitations. Ideally, phone calls need both parties to be in conducive environments and free at the same time. Sales calls usually aren’t recorded, leaving room for forgetting or misinterpreting things. Even if they were, it would be time-consuming and difficult to go through audio conversations for information. Likewise, transferring files over a phone call is impossible, requiring another channel to do so. Lastly, phone calls can be costly, especially if they are international. It’s easy to see why [people prefer to text instead of calling these days](https://respond.io/blog/business-messaging#toc-mobile-1:~:text=64%25%20of%20customers%20said%20they%20prefer%20instant%20messaging%20a%20company%20than%20calling). Emails have their own set of problems. They have a tendency to end up in the junk folder or go missing because of spam filters. People also check emails far less frequently than instant messages, meaning conversations take longer to progress. ![A%20table%20showing%20the%20downsides%20of%20using%20phone%20or%20email%20to%20sell](https://images.ctfassets.net/ph8r57dk1q9w/2Fdx8oOKgTxZ0TD2QjnJl3/6a08880e1be7a814b00cf498298eea87/ViberSalesImage01_886d88eb72c39483dfee67b66791fc51.png) Conversation threads are often scattered or untraceable, making it difficult for agents to track customers’ conversation histories. For instance, businesses must CC all parties or reply to all recipients to retain a thread in one email. When customers don’t reply to the same thread with all parties CCed in, send new emails instead of replying, or use another email address, the messages might not reach the correct recipients or anyone at all — this miscommunication can lead to lost deals. And with emails' more formal writing style, it's harder to foster trust and build relationships between salespeople and customers. Unsurprisingly, [their open rates are 600% lower than instant messages!](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#:~:text=2018%20%7C%20Source%3A%20Statista-,Messaging%20App%20Engagement%20Rates,-It%20feels%20like) Since people are more responsive to instant messages, it becomes easier to communicate and build relationships over these channels. This brings us to our proposed solution for improving the sales process of your business: Viber. #### Benefits of Using Viber for Sales Viber has 260 million monthly active users and is one of the [most popular messaging apps](https://respond.io/blog/top-messaging-apps) in certain parts of the world, namely East Europe, South Europe and Southeast Asia. If your audience is there, Viber will be the most convenient channel for you to them. With a [Viber Chatbot](https://respond.io/blog/viber-for-business) aka Viber Business Account connected to a messaging platform like respond.io to carry out your sales conversations, you’ll gain access to useful features that speed up your business' sales pipeline. All contacts and chats are stored in a central database which allows salespeople to easily identify customers, trace their chat history and resume conversations where they left off. Your business also maintains this data when agents resign. ![An%20image%20showing%20why%20you%20should%20send%20sales%20message%20from%20viber.%20Higher%20response%20rates%2C%20traceable%20conversation%20history%2C%20build%20partner-like%20relationships.](https://images.ctfassets.net/ph8r57dk1q9w/36imcOxwNEMrq7NeYmZZpL/4cb3ec531d14a44edb5fdc512d632ee5/ViberSalesImage02_89d2551541f0166c68ca296d7d9f8681.png) Since your agents will be sharing the company’s official Viber account, they will use your business’ name when speaking to contacts, which is helpful for building confidence and trust. If the need arises, managers can step in to advise on or guide tricky conversations. [Read receipts are supported](https://respond.io/blog/viber-for-business#:~:text=Viber%20Business%20Account%3A%201%2Dto%2D1%20Messaging) so you know when contacts have read your messages. If they don’t reply, this helps determine if they’ve lost interest or haven’t seen your messages. You won’t have to spend time reaching out to on unresponsive contacts again. But before we put Viber Chatbot on respond.io into use, there are some things you need to know. ### Viber Sales: What You Should Know As part of Viber’s anti-spam features, businesses can’t simply import existing contacts into their list. Viber’s Business Chatbots are [not searchable as well](https://respond.io/blog/viber-for-business#toc-mobile-9). To build your contact list, you need customers to send you the first message. Once contact has been established, relationships can be built over 1:1 chats or [Viber Communities](https://respond.io/blog/viber-community). When the need arises, you can send mass updates [using broadcasts](https://respond.io/blog/viber-bulk-message). ![An%20image%20showing%20why%20you%20should%20send%20sales%20message%20from%20viber.%20Higher%20response%20rates%2C%20traceable%20conversation%20history%2C%20build%20partner-like%20relationships.](https://images.ctfassets.net/ph8r57dk1q9w/1VQ0h9b42Zep5bOvjt4XEh/45075362cdf62388f6b67df5b8e7026c/ViberSalesImage03_bcbc4756ba7de173dbea4cbb73b13fa0.png) At the moment, all chatbot-initiated messages are free with no restrictions, however, this will change in the coming months. From [September 2022 onwards](https://help.viber.com/hc/en-us/articles/15247629658525-Bot-commercial-model), there will be a 24-hour window for session messages. Furthermore, new [chatbots created](https://help.respond.io/l/en/viber/viber#getting_a_viber_bot) after 05/02/2024 will need to pay for every chatbot-initiated message and a maintenance fee of EUR 100.00, per Viber’s updated [Chatbot Commercial Model](https://help.viber.com/hc/articles/15247629658525). Now that we know what a Viber Chatbot is capable of, let’s explore how we can use its integration with respond.io to improve your sales process. ### Viber Sales on Respond.io: Quick Wins Respond.io is a powerful platform loaded with features to make life easier for various business use cases, especially when it comes to sales. Here are some examples of how you can take advantage of our Viber Chatbot connection. #### Shorten Your Sales Cycle with Automation [Workflows](https://help.respond.io/workflows/workflows-overview) are a key feature of respond.io, and for a good reason. They allow you to automate repetitive tasks, which frees up your workforce to spend time on more important duties. ![An%20image%20showing%20why%20you%20should%20send%20sales%20message%20from%20viber.%20Higher%20response%20rates%2C%20traceable%20conversation%20history%2C%20build%20partner-like%20relationships.](https://images.ctfassets.net/ph8r57dk1q9w/6El6O6xrFZDUQmrkflGyny/d332c4af0670dd7281f989357b76c27f/Screenshot2022-07-01at14_38_55_24c74cb50294c1a9ef97fcee7756a983.png) For example, you can use automated Workflow to determine which sales funnel or route a contact falls into by [automating lead qualification](https://respond.io/blog/question-bot#toc-mobile-5), [routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assigning contacts](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) to the right salespeople. Since customers communicating with businesses on instant messaging apps expect to receive fast replies, you can set up [auto-replies to let customers know when you’re away](https://respond.io/blog/away-message-for-business#toc-mobile-4) or to welcome new customers. #### Integrate Viber Inbox with Your Sales CRM Workflows allow you to integrate respond.io with your existing sales CRM and other tools to exchange information. With this integration, you can accomplish the following: - Generate sales deals in a CRM like Hubspot or Salesforce - Qualify contacts with data enrichment tools such as Clearbit - Calculate price quotations for a custom plan during client consultations ![An%20image%20showing%20how%20to%20sell%20on%20viber%20by%20qualifying%20contacts.](https://images.ctfassets.net/ph8r57dk1q9w/2WRBMmFetAPY3rRkPGDcg/39b8b6b357997e43f3a9fd9938a2d5ff/qualifycustomercopy_c6b5b44af404c3635a3b13ea160767ad.png) The possibilities of what you can accomplish are endless! #### Funnel Inbound Leads to Your Inbox Since customers need to [send businesses the first message](https://respond.io/blog/viber-for-business#toc-mobile-9) to become a contact, respond.io can generate QR codes for this purpose. QR codes are a useful way to get customers to message you on a channel they spend a lot of time on. ![an%20image%20showing%20how%20to%20use%20viber%20for%20sales%20by%20using%20qr%20codes%20effectively.%20Put%20them%20on%20websites%2C%20posters%20and%20signs%20and%20business%20cards.](https://images.ctfassets.net/ph8r57dk1q9w/1vWpxR7Cvi7ZK99Gvgx789/98222dfd790e46dbf255eefd69f96a38/ViberSalesImage05_3af58aaa07ab108feaff0bb4a4023450.png) These QR codes can be placed on websites and promotional messages or printed and displayed in physical locations. Because contacts take the initiative to reach out first, you can be sure they’re interested in your offerings. Use [respond.io’s web chat widget](https://help.respond.io/website-chat-widget/website-chat-widget-overview) on your website to funnel contacts to your Viber inbox. When contacts click on the Viber icon, it launches the app if it is installed on their desktop or mobile device, or displays a QR code they can scan to start chatting with you. #### Get a Holistic View of Your Contacts with Contact Merge Most people have more than one messaging app on their phones and may have previously used other messaging channels to reach you. ![An%20image%20showing%20how%20merging%20contacts%20is%20useful%20to%20improving%20sales%20with%20Viber](https://images.ctfassets.net/ph8r57dk1q9w/3QgpjHNFcggq5ywRlPVaTC/6cb749df8672c5fd064b5fa368524953/contactmerge2_0a3f6c7d2ee482c059840dc76a0a87be.gif) With respond.io’s [Contact Merge](https://respond.io/blog/merge-contacts), combine your contacts' details and conversations from multiple channels into a single view. This ensures you’ll never miss a message from them, no matter which channel they reach out on. #### Mobile App for Agents on the Go Respond.io has a mobile app that allows agents to answer customer inquiries and follow up on leads from Viber on their cellphones. With all the same features as the desktop version, agents can effortlessly send and answer messages on the go, wherever they are. ![an%20image%20showing%20respond.io%27s%20mobile%20app](https://images.ctfassets.net/ph8r57dk1q9w/4JKzZu4AB75ao4gaQQBSjM/595a1d20b458e44ff4340bf2e4e55791/ViberSalesImage04_cc53a80a9518313f1f5b561d80f141ce.png) Agents will receive a push notification every time they receive a new message or are assigned new Contacts, allowing them to stay updated and avoid missing messages. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. We hope you found this article handy and that it helps bring your Viber sales to the next level! Don’t have a respond.io account yet? [Sign up for a free trial](https://app.respond.io/user/register?_gl=1*v0vpy7*_ga*NDYxNjI3NzQxLjE2NTg0ODU2Nzg.*_ga_0EZ318H868*MTY1ODQ4NTY3OC4xLjEuMTY1ODQ4NjA2MS4w&_ga=2.235928834.2079118687.1658485678-461627741.1658485678). ### Further Reading If you found this helpful, here are some additional articles to prepare you for your Viber sales journey: - Ultimate Guide to Viber for Business. - Viber Bulk Message: How To Send A Viber Broadcast. - Viber Widget: How to Use Viber Web Chat for Business. ## [Viber Support: Using Viber As a Customer Support Channel ](https:/respond.io/blog/viber-support) Do you want to provide Viber support to your customers? You’ve come to the right place! This blog post will provide everything you need to know to get started on Viber. Do you have many customers on Viber? Do you want to provide Viber support to your customers? You’ve come to the right place! This blog post will present the benefits of Viber customer service and everything you need to know to get started. Then, we’ll show you how respond.io can help improve your customer support quality. For instance, sending a Viber customer survey after a conversation ends. ### Viber Support: Viber for Customer Support vs Traditional Methods Traditional channels like email, web chat and phone calls are still widely used for customer support. However, as [messaging apps gain popularity](https://respond.io/blog/top-messaging-apps) and customers spend a notable amount of time on them, it is clear they are the future of customer support. Additionally, messaging apps have also proven to be more effective for customer support as they solve several limitations of traditional channels. #### Traditional Channel Limitations Conversation threads on traditional channels are often scattered or untraceable, making it difficult for support agents to track customers’ conversation histories. For instance, businesses must CC all parties or reply to all recipients to retain a conversation thread in one email. Although businesses can set rules to maintain email threads, customers might send new emails or use a different email address when they are not receiving replies in a timely manner. Either way, businesses face the risk of having siloed conversations. Similarly, if phone calls or web chat conversations get disconnected, you cannot pick up where you left off as web chat history is not saved and phone calls have no transcripts. As a result, customers have to start the process all over again and repeat their case to each support agent, prolonging their resolution time. ![Image%20showing%20the%20limitations%20of%20traditional%20support%20channels%3A%20inability%20to%20track%20conversations%2C%20long%20case%20resolution%20time%2C%20no%20visibility%20of%20case%20status](https://images.ctfassets.net/ph8r57dk1q9w/60tVZMTpTh2VDplcCVaVMB/8745d3b47ad6b993ae0c7ead9ac4e26d/ViberSupportImage01_4ce30c0e17622dc22545a66fbd2e3bf4.png) Although support agents can attend to a few customers at the same time on web chat, traditional channels like web chat and phone calls demand more staff and cost more because customers and agents have to be online simultaneously to converse. On these channels, when businesses are short-staffed or especially busy, customers wait in a queue without any details as to how long they have to wait for assistance or how many people are ahead of them. The same applies to email because customers have no visibility of how long they have to wait for a resolution or the status of their issue. #### Why Use Viber for Customer Service Compared to traditional channels, using [Viber](https://help.respond.io/viber/viber) for customer service requires a smaller workforce and has lower costs. This is because support agents can chat with multiple clients concurrently. Messaging apps like Viber also allow agents to get a customer’s context from their conversation history in the chat inbox. This enables support agents to identify if the customer is facing a recurring issue and assist them accordingly. ![Image%20showing%203%20benefits%20of%20Viber%20for%20customer%20support](https://images.ctfassets.net/ph8r57dk1q9w/5She6JLEDm8TvAOwwydzRV/e2fd3fd226244ebd11186b3bcb01ce4e/ViberSupportImage02_a02654bc7048f45732807550bce76b28.png) Despite this being a real-time conversation, both customers and agents can leave the conversation and pick up where they left off without having to start all over again. This, in turn, provides them the flexibility to prioritize their conversations. For instance, support agents can focus on responsive customers or those with pressing issues, while customers can leave the app and reply at their convenience. Hence, businesses can decrease the overall case resolution time and [improve the quality of their customer support on Viber](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-1). ### Viber Support: What You Should Know Before getting started with Viber for customer service, there are a few things you need to know about Viber group messaging and Viber 1:1 messaging. ![Image%20introducing%20what%20you%20should%20know%20about%20Viber%20customer%20support%3A%20group%20messaging%20and%201%3A1%20messaging%20are%20available](https://images.ctfassets.net/ph8r57dk1q9w/6sExWFLlUvxgx5dFjZn5RF/8e53ac86401a4282fcaa1436ac7d0e11/ViberSupportImage03_4d045090c55faad31c6ce0408b046852.png) #### Viber Support: Viber Customer Service via Group Messaging Businesses looking into group messaging could use [Viber Community](https://respond.io/blog/viber-community#toc-mobile-0). It supports an unlimited number of members in a chatroom and ensures privacy by concealing members' contact details. Businesses can use Viber Community for group support, collecting feedback or having discussions with their customers. To do this, they must set their Viber Community as a two-way communication channel for customers to share their opinions. Fortunately, Viber Community has features such as tiered management roles, moderation capabilities and [more](https://respond.io/blog/viber-community#toc-mobile-4) that businesses can use to ensure members follow the Community guidelines. ![Image%20showing%203%20Viber%20Community%20support%20characteristics%3A%20concealed%20personal%20details%2C%20two-way%20communication%2C%20conversation%20moderation](https://images.ctfassets.net/ph8r57dk1q9w/4lIrW390xJLG11Us37JnX4/4417a3b386262d63b1e8bd81e72d3aed/ViberSupportImage04_929a48a6ed01ad8b1f99d274a662c1e9.png) Although group support can be beneficial, once a business starts receiving high volumes of messages, it will become difficult for support agents to track conversations and determine which issues have been resolved or are still open. In addition, businesses can’t keep track of agents’ workload and productivity on Viber Community using the app. This is a letdown because it is one of the most crucial features businesses need to measure their teams’ KPIs. Not just that, some customers will feel uncomfortable seeking support in a group setting because there’s a high chance they will need to reveal private information to solve their issues in the group. Due to the drawbacks mentioned above, businesses should [direct their Viber Community inquiries to 1:1 messaging](https://respond.io/blog/viber-community#toc-mobile-13) instead. In the next section, we'll show you how to provide 1:1 support on Viber. #### Viber Support: Viber Customer Service 1:1 Messaging The best way to provide customer support is through 1:1 messaging. It is more personal and customers will feel comfortable describing their issues and sharing confidential information. While small businesses can provide personal support using the Viber app inbox on multiple devices, keep in mind that the chat history will not sync seamlessly across all devices. This is important, especially for those using Viber on [tablets or iPads](https://help.viber.com/hc/en-us/articles/8863456833053-Set-up-Rakuten-Viber-on-your-tablet-or-iPad#how-to-activate-viber-on-your-tablet). Larger businesses that need Viber for teams of users and receive high volumes of messages should use a [Viber bot](https://respond.io/blog/viber-for-business#toc-mobile-6) to provide 1:1 support. While Viber Bots are free to create, Viber charges a monthly EUR 100 maintenance fee. To create a Viber bot, you only need to [fill out this form](https://share.hsforms.com/12pxGHMtAS3yq_3KcxQ6g1A4fpwx) and submit it to Viber. Then, the Viber team will get in touch with you to discuss the next steps. ##### Viber Customer Service 1:1 Messaging with Viber Bot on Respond.io Viber Bots lack a user interface, so you’ll have to sign up to a messaging platform like respond.io to start receiving and replying to messages. With respond.io, businesses can use [advanced automation features](https://help.respond.io/l/en/workflows/workflows-overview) to check agents' workload or performance, ensure all Contacts have been attended to and identify who is in charge of a Contact. They can also send out updates and notifications like shipment delays or downtime via [Viber broadcasts](https://respond.io/blog/viber-bulk-message), [use AI tools to manage conversations](https://help.respond.io/workspace-settings/workspace-setting-respond-ai) and automate processes like [support escalation](https://respond.io/blog/escalation-management), [conversation assignment](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) and [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio). We’ll discuss more of this later. ##### Viber Customer Service 1:1 Messaging: Viber Bot Support Characteristics Just like most messaging apps, Viber Bots operate with a 24-hour messaging window. All session messages within this window are free. This makes Viber a very suitable support channel, as support teams mainly chat with customers using session messages in response to their inquiries. Once the window closes, you can start a new Chatbot-initiated message session if you want to continue the conversation with the Contact. However, [there are costs involved](https://help.viber.com/hc/en-us/articles/15247629658525#rate-card). Find more information in our [Viber Pricing article](https://respond.io/blog/viber-bot-pricing#toc-mobile-2). On the bright side, [Viber Bot](https://respond.io/blog/viber-for-business#toc-mobile-6) imposes no limits to the number of outbound messages or contacts. And that’s not all: Businesses can also see the status of their message to know if a message has been delivered, read, or failed to send, which is one of the limitations of several messaging channels. ### Viber Support on Respond.io: Quick Wins Now that you have all the information you need to use Viber as a customer support channel, let’s dive into how respond.io can help improve your customer support. #### Offer 24/7 Support with Automated Messages and AI Agent Managing customers’ expectations is vital on messaging apps like Viber because customers expect instant replies. With respond.io, you can manage these expectations by sending automated messages using its [Workflows automation builder](https://respond.io/blog/inbound-conversations) to inform customers when you’re away or when they can expect a reply from you. ![Screenshot%20showing%20Respond%20AI%20Agent%3A%20An%20AI%20Chatbot%20that%20automatically%20answers%20customer%20inquiries%20and%20FAQs](https://images.ctfassets.net/ph8r57dk1q9w/3rmHHpI4ki07ASzhJ68nRB/b7a8f05772cbda868a130c5f57c110a4/image_e0c042601af53acf9debefa05079d62b.png) Businesses can even use AI Agents to reply to any inquiry at all times and even take autonomous actions like triggering existing Workflows, expanding the horizon of possibilities. The AI will create replies and make decisions based on the [knowledge sources](https://help.respond.io/workspace-settings/workspace-setting-respond-ai#knowledge_sources) you provide, ensuring each response is relevant and contextually appropriate. Among other AI Agent capabilities, they can add internal comments in conversations — summarizing actions, sharing context, or tagging teammates directly in the inbox. This helps support teams get context, avoiding confusion and repetitive questions. #### Assign Complex Conversations to Human Agents AI and automated processes can handle routine conversations, but they can’t understand human emotion. This is why you’ll need human agents to handle unique, complex inquiries. With respond.io, businesses can build Workflows to [route conversations](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) to the right team and [assign](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) them to the right agents automatically. ![Screenshot%20of%20an%20Example%20of%20a%20Workflow%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/1WeObZtQm93bBt1N8rlYvp/ee203ee53bd32f0e8d95263cf8f442d4/ScreenShot2022-07-15at5_36_45AM_addff31f37ea7c34b3bc224b383f1cd1.jpeg) Once conversations are assigned to agents, they can use [AI Assist](https://help.respond.io/messages/using-ai-assist) to generate instant replies based on customers' inqueries with a click. Additionally, agents can utilize [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) to refine messages, ensuring message clarity and precision, translate messages into different languages to reduce potential language barriers and more. ![Screenshot%20showing%20how%20Respond%20AI%20Assist%20works%3A%20Generate%20relevant%20replies%20instantly%20with%20a%20click](https://images.ctfassets.net/ph8r57dk1q9w/2MOfw7wH2DeB4vQncpTXLX/9d6feac8b19047886cff35ae9d6bec9f/image_0d8aa97a3ec643c29b06b631c5f06676.png) If an agent needs to [escalate a support issue](https://respond.io/blog/escalation-management), they can add an internal comment to describe the case or provide background information to another agent. #### Get an Overview of Customers’ Chat History with Contact Merge Most messaging app users have multiple messaging apps on their phones and they may have reached out to you on them previously. This creates [siloed conversations across different channels](https://respond.io/blog/merge-contacts#toc-mobile-0), similar to what happens on email. ![Screenshot%20showing%20how%20to%20use%20contact%20merge%20for%20Viber%20customer%20service%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4yCWxMR09N5Xxv3b8WtwUM/fb067f84c1233a670607ff1dc88c24bc/FacebookMessengerCSblog_a9750fabd5c94a3f131bfcadba9644ca.png) Respond.io allows you to merge all Contact details and conversation history into a [unified profile for a comprehensive view of a customer](https://respond.io/blog/merge-contacts#toc-mobile-4). This will help agents understand customers’ contexts and select the most effective way to help them. #### Send CSAT Survey or Viber Customer Survey Customer satisfaction plays a critical role in measuring the success and quality of your company’s customer support. Disseminating CSAT surveys also tells your customers that their opinions matter. With respond.io, businesses can create a [customer satisfaction (CSAT) survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) to be sent automatically after a conversation with a customer ends or manually using the [Shortcut button](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0) in the Messages Module. ![Screenshot%20of%20a%20Viber%20Customer%20Survey%3A%20Example%20of%20Add%20Google%20Sheets%20Row%20Step%20for%20CSAT%20or%20customer%20satisfaction%20survey%20with%20respond.io%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/aXXVCrbtSrWHZcqKWueAx/05d64f8156ff033741f935c74cb46653/FacebookMessengerCSblog_c71002c9284f1e2e8c94451b8f8b4443.png) To save the survey answers, use the [Add Google Sheets Row Step](https://help.respond.io/l/en/workflows/workflow-steps#step_add_google_sheets_row) to save the data in Google Sheets. To save the survey answers to your CRM or data warehouse, create a webhook between its API and respond.io by adding an [HTTP Request Step](https://help.respond.io/l/en/workflows/workflow-steps#step_http_request). #### Gain Access to Advanced Reports and Analytics The respond.io platform is ideal for customer support as it has advanced reporting. Businesses can keep track of agent productivity and workload, conversation progress and resolution time. ![Screenshot%20of%20advanced%20reports%20and%20analytics%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/20T9pjQeMS8219lQbgVZ0Y/69eea679c685d0a32e61c3b5655721c2/FacebookMessengerCSblog_90db09993ebf50ae4b4c65a8f2802d84.png) The supervisor dashboard allows managers to identify conversations that have been on hold or unresolved for too long and monitor agents in real time. This way, businesses can see the efficiency of their support team, analyze the areas they are lacking and work towards improving their KPIs. #### Mobile App for Agents on the Go Respond.io has a mobile app that allows agents to answer customer inquiries on their mobile phones. The app has all the features available on the desktop, such as Dashboard, Contacts and Messaging to give agents an effortless messaging experience and the convenience of answering messages on the go, wherever they are. ![Image%20of%204%20phone%20screens%20showing%20the%20Respond.io%20mobile%20app](https://images.ctfassets.net/ph8r57dk1q9w/3meCrdpvzfXbpeQdkUOcjx/c5653e142e35f9a6990df68b4d0304b4/ViberSupportImage06_43216c49b4cc83734f2477c6b5750925.png) Agents can get a push notification every time they receive a new message or are assigned new Contacts, allowing them to stay updated and avoid missing messages. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io) for Android and [Apple App Store](https://apps.apple.com/app/respond-io-inbox/id1667772955) for iOS. ### How Raiffeisen Bank is Using Viber for Customer Support Raiffeisen Bank is one of the leading banks in Serbia. It wanted to expand its mobile presence, engage with both current and potential customers in Serbia and offer a seamless digital experience of its services. To start using Viber as one of its support channels, Raiffeisen Bank created a banking chatbot in the native Serbian language along with a free animated Viber sticker campaign to increase its brand awareness and exposure on the app. ![Screenshot%20of%20Viber%20chat%20conversations%20to%20show%20how%20Raiffeisen%20Bank%20is%20using%20Viber%20customer%20service](https://images.ctfassets.net/ph8r57dk1q9w/662c0vnvSKeGAZckWIBXDx/5b89be361ee34d85d53e7e72eabf9cc5/ScreenShot2022-07-15at5_17_15AM_831f59a1a94be49c12ad857a8f71bbcd.jpeg) It implements quick replies for FAQs such as account or card balance checks, credit card installments and more. Since using Viber, it has had a huge success among Serbian Viber users, gaining more than 120K chatbot subscribers. Viber is a great channel for group and 1:1 support. It is especially beneficial for businesses based in [locations where Viber is popular](https://respond.io/blog/viber-for-business#toc-mobile-3). If you’re one of them, [create your Viber Bot](https://share.hsforms.com/12pxGHMtAS3yq_3KcxQ6g1A4fpwx) and [connect it to respond.io](https://help.respond.io/l/en/channels/viber#connecting_viber) today! ### Further Reading We hope this article has helped you gain beneficial information and clarity to kickstart your Viber support journey. Here are some related articles for you. - The Ultimate Guide to Viber for Business - How to Use Facebook Messenger for Customer Support - How to Use Telegram for Customer Support ## [Viber Widget: How to Use Viber Web Chat for Business ](https:/respond.io/blog/viber-widget) Adding a Viber widget to your website encourages customers to reach out to your business. Here, we'll take you through what Viber web chat is, how to set it up and the benefits of using it. Thinking about adding a Viber widget for your website? You’ve come to the right place. In this article, we’ll share what Viber web chat is, how to use it to grow your business and how to automate chat responses on your web chat with respond.io. ### Viber Widget: An Introduction A Viber widget (also known as Viber web chat) encourages website visitors to reach out and start a conversation over Viber. There are two options for visitors to start a conversation with you via the chat widget: - Click on the Viber icon: The Viber icon contains a URI link to the app. Visitors who click on it will be brought to the app where they can chat with you. However, this only applies to those with Viber installed on desktop or mobile. - Scan QR Codes: Visitors with the mobile app can scan the QR code on the widget. This will take them to the mobile app to start chatting with you. ![This%20is%20an%20image%20that%20describes%20what%20you%20need%20to%20know%20about%20web%20viber%20widget.%20You%20can%20click%20on%20viber%20icon%20or%20scan%20qr%20code%20to%20start%20viber%20online%20chat.%20However%2C%20you%20can%27t%20import%20contacts%20to%20chat%20viber%20online.%20For%20viber%20online%20chat%2C%20you%20can%20only%20identify%20customers%20by%20their%20names.](https://images.ctfassets.net/ph8r57dk1q9w/5ASIL68pfTff2ZemGOhJ0k/8293673782380a2e9d66137a601c37d2/ViberWebchatImage01_484c8af17adbf00371f7483ed30397c8.png) Since Viber doesn’t allow businesses to import contacts, the widget presents a great opportunity to expand your contact list by getting customers to message you first. Viber widget also allows you to identify contacts by their Viber display names. This means you can send them messages on Viber even after they exit the website – a feature that conventional live chat doesn’t support. #### How to Set Up Viber Web Chat for Website The process for setting up a Viber web chat is simple and can be done quickly by [following these steps](https://help.respond.io/workspace-settings/growth-widgets#creating_widget). ![This%20is%20an%20image%20about%20setting%20up%20viber%20web%20chat.%20To%20get%20started%2C%20navigate%20to%20Settings%20%3E%20Growth%20Widgets.%20Then%2C%20click%20Add%20Widget%20and%20choose%20Viber%20Widget%20before%20clicking%20Create%20Widget.](https://images.ctfassets.net/ph8r57dk1q9w/6fL41EVBaCHkhVi5adEXKg/ecc2694c28e968efcb5ed03a55d8b038/screenshot-2023-03-23-at-53612-pm_e69f07d36865dc089366e59549a7abb8.jpg) To get started, navigate to *Settings* > *Growth Widgets*. Then, click *Add Widget* and choose *Viber Widget* before clicking *Create Widget*. After that, enter the website(s) where you want to add the chat widget and select the account you want to create a widget for. ![This%20is%20a%20gif%20that%20shows%20how%20to%20select%20an%20account%20to%20create%20a%20widget.](https://images.ctfassets.net/ph8r57dk1q9w/1Div3csmxGSDgiqVE00TLr/ad698209a53f016e892b0ede475164c5/screenshot-2023-03-23-at-53741-pm_ef4ede5e505347d590d6d57e017e2d3a.jpg) You can add a pre-filled text or customize the widget’s appearance by clicking on the *Advanced Settings* buttons. Finally, click *Generate Widget*, copy the generated script and install it on your website. If you want to connect with customers across multiple channels, an [omnichannel widget](https://respond.io/blog/omnichannel-widget) can help. You can also opt to [add a website chat widget to your website](https://help.respond.io/website-chat-widget/website-chat-widget-overview). Now that you've successfully set up your Viber widget, we’ll show you how businesses can leverage it to maximize its potential next. ### How to Use Viber Widget for Business Here, we’ll take a look at how businesses can use the Viber widget for marketing, sales and support. #### Viber Web Chat for Marketing Here, let’s take a look at how you can take advantage of Viber web chat to capture leads. Through lead capture, you can collect information from potential leads and convert them into contacts. This can be done easily via your Viber web chat as it encourages visitors to reach out and start a Viber conversation with you. ![This%20is%20an%20image%20that%20describes%20how%20to%20use%20web%20based%20viber%20chat%20for%20marketing.%20One%20advantage%20viber%20chatbot%20has%20over%20the%20other%20messaging%20channels%20is%20that%20there%20is%20no%20messaging%20window.%20You%20can%20contact%20customers%20even%20after%2024%20hours%20to%20send%20chat-initiated%20messages%20like%20viber%20broadcast.%20not%20to%20mention%2C%20the%20widget%20also%20helps%20to%20capture%20leads%20automatically.](https://images.ctfassets.net/ph8r57dk1q9w/1DtZCPK59Bbu109khEI5Vu/434ce97e8781f2f055af82c50c6b0c34/ViberWebchatImage02_bfd91d056266ee7f9f7a370f9936e45e.png) Next, we’ll show you how to take advantage of Viber widget for sales. #### Viber Web Chat for Sales Due to the anonymity of live chat, it’s hard for salespeople to get accurate contact information from prospects to reach out and build rapport. By contrast, the Viber bot stores all contact information and chat history in a central database. Salespeople can access the data to distinguish between new and returning customers and address them accordingly. If it’s a returning customer, the salesperson can trace their conversation history and resume where they left off. ![This%20is%20an%20image%20that%20describes%20how%20to%20use%20chat%20viber%20web%20for%20sales.%20Unlike%20live%20chat%2C%20viber%20bot%20can%20store%20conversation%20history%20and%20this%20helps%20salespeople%20to%20identify%20customers.%20Viber%20also%20supports%20read%20receipt%2C%20which%20makes%20it%20easy%20for%20salespeople%20to%20see%20if%20a%20message%20has%20been%20delivered%2C%20read%20or%20failed%20to%20send.](https://images.ctfassets.net/ph8r57dk1q9w/3ZEIZ17NPiNcdD4so6HpZ4/1e236f8ec7ed8ce0aabe46003113875d/ViberWebchatImage03_6571236e4f4f06f9250454e451ebf1b5.png) [Viber also supports read receipt](https://respond.io/blog/viber-for-business#toc-mobile-11)[s](https://respond.io/blog/viber-for-business#toc-mobile-11), which makes it easy for salespeople to see if a message has been delivered, read or failed to send. This assures customers that their messages have been delivered, while prompting salespeople to respond quickly. On the other hand, if the message is marked as read but the contact didn’t reply, it’s likely that they’re not keen on your brand or products. In that case, salespeople can move on to the next customer instead of spending more time reaching them. Want to know more about how to use Viber for sales? Check out [this comprehensive guide](https://respond.io/blog/viber-sales) to discover how it can shorten your sales cycle. #### Viber Web Chat for Customer Service One huge disadvantage of using live chat is its inability to track conversation history. The moment conversations get disconnected, the support agent can’t pick up where they left off as chat history is not saved. The issue can be easily rectified with a Viber widget as it stores conversation history in a messaging inbox. This gives the agent-in-charge context about the customers, the issues they’re facing and whether or not it’s a recurring problem. ![This%20is%20an%20image%20that%20describes%20how%20to%20use%20viber%20online%20web%20chat%20for%20support.%20With%20traceable%20conversation%20history%2C%20support%20team%20can%20get%20context%20about%20the%20customers%20and%20this%20helps%20to%20improve%20conversation%20resolution%20time%20and%20provide%20tailed%20solutions%20for%20customers.](https://images.ctfassets.net/ph8r57dk1q9w/3XWxctoWQ6ZEwJFl85TI4T/2d77e2bae9a44ed30e9dc0a47d826dd4/ViberWebchatImage04_bbe376758c6c7b2b20865b06c064773b.png) With that, agents can help resolve issues faster and provide tailored solutions for their needs. After the interaction, agents can also send [CSAT surveys](https://respond.io/blog/csat-customer-satisfaction-score) to customers to measure their level of satisfaction with your customer service. Check out some of the [examples of how businesses can use Viber web chat](https://respond.io/blog/viber-support#toc-mobile-6) to improve customer service. In the next section, we’ll learn how to level up your Viber widget with respond.io’s chat automation. ### Handle Viber Widget with Ease with Respond.io Want to bring your Viber widget to the next level? Check out how to create Viber-related [chat automation](https://respond.io/blog/viber-support#toc-mobile-6) with respond.io’s [Workflows](https://help.respond.io/workflows/workflows-overview) to improve customer experience. #### Answer Commonly Asked Questions with Chat Automation As a business, you’re likely to receive messages like “How much does it cost?” or “What is my order status?” daily. To speed things up and reduce agents’ workload, you can set up automated responses. ![This%20is%20a%20screenshot%20of%20how%20a%20frequently%20asked%20questions%20Workflow%20looks%20like.%20Businesses%20can%20create%20a%20Viber%20multiple%20choice%20menu%20with%20workflows.%20Each%20question%20allows%20you%20to%20create%20up%20to%2010%20answers.](https://images.ctfassets.net/ph8r57dk1q9w/2DypLeme4SioA9b7ToIMuG/108ecbf633af8eddeef814bd7d87c91c/Screenshot2022-08-17at5_20_33PM_b082b54a4d2c11eeeebab1dd0932967b.png) To get started, create a [Viber multiple-choice menu](https://help.respond.io/workflows/workflow-steps) with Workflows. The Multiple Choice Question Step allows you to create up to 10 answers. Besides that, you can even create and save canned responses to reply to frequently asked questions via [Snippets](https://help.respond.io/workspace-settings/snippets). #### Set Up Away Messages for Viber Widget One of the worst things that businesses can do is ignore customers’ messages. It’s a frustrating experience for customers because they expect real-time replies when chatting on messaging apps like Viber. Delivering prompt responses is key to customer satisfaction and retention. One easy way to be responsive is to set up [Away Messages](https://respond.io/blog/away-message-for-business) to assure customers that you’ll attend to their messages when you return. ![This%20is%20a%20screenshot%20of%20how%20to%20set%20up%20away%20messages%20on%20workflows.%20Businesses%20can%20build%20a%20workflow%20to%20send%20away%20messages%20outside%20of%20business%20hours.](https://images.ctfassets.net/ph8r57dk1q9w/6KYyXRl5FJ0X1N3LLYc1o6/77c1481f069c9f9e88491e081c94c8f4/Screenshot2022-08-05at12_03_58PM_b29706429346a3fd013aa5290262aa03.png) Build a Workflow to send Away Messages outside of business hours. Remember to update the hours if you change them or are closed on public holidays. Here are some [best practices for crafting Away Messages](https://respond.io/blog/away-message-for-business#toc-mobile-3) that you can consider. #### Route Customers to the Right Team To ensure fast and efficient communication, businesses can use Workflows to [route customers](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) from Viber to a specific team based on their needs. ![%20This%20is%20a%20screenshot%20of%20how%20a%20chat%20routing%20workflows%20look%20like.%20Businesses%20can%20use%20Workflows%20to%20route%20customers%20from%20Viber%20to%20the%20right%20team.%20You%20can%20also%20create%20a%20pre-chat%20survey%20to%20collect%20customer%20information.](https://images.ctfassets.net/ph8r57dk1q9w/7pqRkoeVb1BLdgK4AfGJ9H/7f17f7c1d42a33ccca97161e615575ae/Screenshot2022-08-05at2_52_53PM_24d0d61e95a0f610b8373474548477a6.png) To do that, you can create a [pre-chat survey](https://respond.io/blog/pre-chat-survey) to collect contact information. Then, use this information to build a Workflow to automatically route customers to the right team. Now that you’ve learned everything you need to know about Viber widget, it’s time to make headway with your business. Connect [Viber bot to respond.io today](https://help.respond.io/channels/viber) to get started. ### Further Reading Want to learn more about how to use Viber to elevate your business? Check out these articles: - How to Use Viber as a Customer Support Channel - A Comprehensive Guide to Using Viber for Sales - How to Use Viber Community for Business ## [VoIP CRM Integration: A Guide to Full-Context Conversations](https:/respond.io/blog/voip-crm-integration) Discover why voice calling matters, how VoIP CRM integration gives every conversation full context and how respond.io helps you make it all happen. Full disclosure: We get it*.* “VoIP CRM integration” sounds alien. But it solves a painfully real problem. Customers today don’t just want to be seen. They want to be heard. In fact, a 2022 LivePerson study found that [87% of consumers prefer brands that connect voice and messaging into a single experience](https://pr.liveperson.com/2022-04-20-Hold-the-phone-87-of-consumers-worldwide-prefer-brands-that-connect-their-interactions-across-voice-and-messaging). When customers pick up the phone, they’re not always starting a new conversation. Most of the time, they’re continuing one. Maybe they asked a question on WhatsApp, followed up by email, and now they’re calling, feeling frustrated and are two seconds away from walking. Without the full backstory, your agents are playing catch-up. And every “Sorry, can you repeat that?” chips away at trust. With the right VoIP CRM integration, voice calls become more than just background noise. They carry weight. History. Context. And when you power them through a platform like respond.io, they don’t just sit beside your other channels. They inform. They trigger workflows. And they make your agents look like they’re always a step ahead. ### What is VoIP CRM Integration? A VoIP CRM integration means your calls don’t live in a vacuum. When someone calls your business, that voice call shows up right next to their previous messages, emails and chat history. Your agents don’t need to switch tabs, copy-paste notes or guess what the customer’s talking about. Everything’s right there, in context, ready to go. ![Image%20depicting%20the%20combination%20of%20a%20CRM%20with%20VoIP%20voice%20calling%20features%20and%20how%20that%20leads%20to%20full%20context%20customer%20conversations.](https://images.ctfassets.net/ph8r57dk1q9w/3Gv0TiuF6N5zdnPJJG43tP/5ef0948858f8bd9079b99a36263ec5dc/Practical_Guide___VoIP_CRM_Image_1__1_.png) According to HubSpot, [69% of customers still prefer to use the phone](https://blog.hubspot.com/service/chat-vs-phone-support-data) when reaching out for urgent support. And a 2025 study by Forrester found that [86% of decision-makers](https://www-web.itiger.com/news/2520540921) see voice as the most important outbound channel for meeting customer needs and driving revenue. ### 5 Benefits of VoIP CRM Integration Voice calls are powerful. But without context, that power fades fast. When calls are disconnected from your CRM, agents miss important details like previous chats, purchase history and open tickets. Integrating VoIP with your CRM doesn't just save time. It turns every call into a chance to connect better, sell smarter and solve faster. Here's what that looks like. ![Image%20showing%20the%20benefits%20of%20combining%20your%20CRM%20together%20with%20VoIP%20voice%20calling%20capabilities](https://images.ctfassets.net/ph8r57dk1q9w/16Bs66IgmSl6YI6Lzcc9WG/9026efd189868cbd0ecb8a7afe733e78/Practical_Guide___VoIP_CRM_Image_2.png) #### Centralized Customer Data Across Calls, Chat, Email A customer reaches out through your website. Then messages you on WhatsApp. Then asks for a call. That’s three different channels, but it’s still one person, one issue, one conversation. Without integration, those touchpoints live in silos, forcing your team to dig, switch tools and ask questions your customer has already answered. With VoIP CRM integration, every call is tied to the same profile as their chat history. One timeline. One view. One version of the truth. Your agents walk in knowing exactly who they’re talking to and why. #### Resolve Complex Issues Faster with Full Conversation History Simple problems can be solved in chat. The rest? Not quite. When someone picks up the phone, it's usually because the issue is urgent, emotional or complicated. VoIP gives your team something text can’t. Tone shifts, a sharp breath, a pause, the edge in someone’s voice. These cues help agents read the room and address things before they spiral. With conversation history on hand, they don’t waste time repeating questions or fumbling for context. They walk into the call knowing what’s been tried, what didn’t work and what the customer needs to hear next. That’s how you turn a bad mood into a solution and a complaint into a comeback. #### Build Trust with Always-On Voice Support Customers don’t always remember what you said — they remember how you made them feel. And nothing feels more frustrating than calling a business and getting no answer at all. That’s where Voice AI Agents change the experience. By picking up calls instantly, AI Agents ensure every caller is greeted, acknowledged, and helped from the first second. They sound natural, stay on-brand, and can answer common questions or collect key details before handing the conversation to a human agent when needed. This creates reassurance and continuity, showing customers that someone is always present, accountable, and ready to help — even before a human steps in. #### Higher Agent Productivity and Lower Tool Fatigue Switching tabs doesn’t sound like a big deal… until your team does it 300 times a day. The more disconnected your tools are, the more time gets burned on logistics instead of actual problem-solving. VoIP CRM integration keeps everything in one place: call controls, notes, contact info, message history. Agents stop jumping between systems and start giving customers their full attention. It’s not just about working faster. It’s about working efficiently and minimizing tool fatigue. #### Reach Leads Who Drop off from Messaging Apps No lead wants to chat forever. Some read your message and bounce. Others stop replying mid-conversation. But that doesn’t mean the opportunity’s dead. With VoIP built into your CRM, your team can call customers right after a chat, with all the context in front of them. Every message, email and call is tracked, so follow-ups feel smooth and natural. “Voice gives us a direct line to customers when speed and clarity matter most—especially when chat alone isn’t cutting it,” says Suhana, Technical Product Manager at respond.io. ### How to Integrate VoIP Calling Into CRM in 3 Ways Managing voice calls shouldn’t require a patchwork of apps and tab-switching. On respond.io, voice fits naturally into your inbox just like every other channel your team already uses, from [TikTok](https://respond.io/blog/tiktok-for-business) to [WhatsApp](https://respond.io/blog/whatsapp-business-api). Respond.io functions **like a CRM built for conversations**. It brings together contact management, messaging, automation, voice calling and more, so you can handle everything from one place in real time. Moreover, even if you’re already using tools like [HubSpot](https://respond.io/help/integrations/hub-spot) or [Salesforce](https://respond.io/help/integrations/salesforce-integration), you can easily connect them to respond.io alongside [countless other native integrations](https://respond.io/integrations). Voice call data—including transcripts, recordings, AI summaries and metadata—can also be sent to external systems via webhook for unified reporting and compliance workflows. Now, depending on how you connect with customers, there are three ways to add VoIP calling to your workflow. #### Option 1: WhatsApp Business Calling API The [WhatsApp Business Calling API](https://respond.io/blog/whatsapp-business-calling-api) lets businesses make and receive voice calls through WhatsApp. It supports both inbound and outbound calls, helping businesses connect faster without needing traditional phone systems. Inbound calls are free for businesses, and outbound calls require prior customer permission under WhatsApp's privacy rules. Respond.io is among the first platforms with access to the WhatsApp Business Calling API. Once enabled, the Call button appears inside any WhatsApp conversation in the Inbox, allowing agents to make approved outbound calls or receive inbound calls from customers. **How to set it up:** To start using WhatsApp Business Calling API on respond.io, you need to follow these steps. 1. Make sure your WhatsApp Business API is already connected to respond.io. You’ll need this to proceed with the next steps. 2. Go to Workspace Settings > Channels, select your WhatsApp Channel, and click Manage. 3. In the sidebar, click WhatsApp Calls and toggle the feature ON. 4. Decide whether to allow Contacts to call you by enabling or disabling the toggle. 5. To make a business-initiated call, open the conversation with the Contact and click the phone icon in the message composer. 6. Click Request permission to call. This sends a consent prompt to the Contact. Once the Contact approves, you can call immediately or at any time within 7 days. You get up to 5 call attempts in the first 24 hours, and 1 per day after that. 7. To call the contact, click the phone icon in the conversation actions bar. 8. Then, simply click to call. When inbound calls are enabled, customers can reach you directly using deep links, chat buttons or QR codes. If a call is missed, it will be logged as a [Contact event](https://respond.io/help/contacts/activities#:~:text=conversation%20window%20includes%3A-,Contact%20Event%3A,-A%20notification%20that), so your team can follow up later. ![WhatsApp%20Business%20Calling%20API%3A%20accepting%20an%20incoming%20call.](https://images.ctfassets.net/ph8r57dk1q9w/1KRcjFcxxPN9sTISxDGnGc/cafef8a931418d4e01909444f5ccbd3b/WA_5.png) #### Option 2: VoIP Calling VoIP calling lets you make and receive phone calls, both mobile and landline, directly from respond.io. It’s a full VoIP solution built for teams that need more than just calls over messaging apps but full-scale global calling to mobiles and landlines, right from their workspaces. Once linked, your business numbers appear as voice channels on respond.io. Agents can make and receive calls directly from the Inbox, with all call activity logged in the same thread as messages. “This is the first time respond.io users can make and receive traditional phone calls, not just WhatsApp or Messenger calls, inside the platform,” remarks Suhana. **How to set it up:** 1. In respond.io, go to Workspace Settings > Channels and click Add Channel. Select Telnyx VoIP. Note that if you're on a trial workspace, the Connect button will be disabled — VoIP is only available for paid plans. 2. Click Add Channel, select Telnyx VoIP, press Connect and enter your business email address. 3. A Telnyx sub-account will be created for you automatically. Check your email for a password reset email from Telnyx. 4. Log in to telnyx.com and complete identity verification before adding a payment method. 5. Buy or port a phone number from your Telnyx dashboard. 6. (Optional) To enable outbound international calls, apply for Level 2 verification.Important: Inbound calls work globally right away, but outbound calls are limited to the US and Canada unless you complete Level 2 identity verification. 7. Go to Voice > Outbound Voice Profiles and whitelist the countries you want to call. 8. Back in respond.io, select your Telnyx number to complete the connection. 9. Assign the contact to an agent and test by making or receiving a call in the Inbox. #### Option 3: Messenger Business Calling [Messenger Business Calling](https://respond.io/help/facebook-messenger/messenger-call) lets you call customers using [Messenger](https://respond.io/blog/facebook-messenger-marketing) directly from respond.io. You don’t need phone numbers or extra apps. It’s a simple voice option built into the Messenger threads your team is already handling, with all call activity tracked in the same thread. > **Note:** Messenger Business Calling is currently in Open Beta and only available to selected respond.io users. Customers can call you straight from Messenger, and the call appears in your respond.io Inbox. To call customers, just request permission during an active chat. Once approved, you’ve got 7 days to make the call. Everything happens inside the thread, right where your agents are already working. **How to set it up:** 1. Connect your Facebook Channel on respond.io. If it's already connected, hit Reconnect to refresh the permissions. 2. In the Channel configuration page, toggle Messenger Business Calling ON. 3. Open the Meta Business Suite app on your phone. 4. Go to Tools > Settings > Calls, enable the Calls option and set your business call hours. 5. Make sure your Facebook Page is approved for Messenger Calling. If not, request access through respond.io. 6. Open a Messenger conversation, click the phone icon and select Request permission to call. Note that you get up to two permission requests per thread per day. 7. To start the call, click the Call button in the conversation actions bar. 8. With all this set up, now when a Contact calls you, the notification shows up in your Inbox and Incoming Calls tab. You can accept, decline or follow up later. ### Why Respond.io Is Your Best Option for VoIP CRM Integration Adding voice calling to your messaging mix is a fantastic first step, but why stop there? With respond.io by your side, you'll be able to do so much more, such as: - Transfer calls between agents on web and mobile and avoid keeping customers on hold. - Let AI agents handle inbound calls while human agents are not available. - AI-powered call summaries that call records in your CRM and speeds up follow-ups without replaying recordings. - A shared inbox that keeps all conversations in one place, making collaboration across teams simple. - Omnichannel messaging that brings WhatsApp, TikTok, Messenger, Telegram, email and other major channels into one platform. ![Image%20depicting%20omnichannel%20support%20on%20respond.io%20](https://images.ctfassets.net/ph8r57dk1q9w/UHcD72IpHctznjMx42j1v/d59e486777e38fb4330506f58e3c01cb/Omnichannel.png) - A lifecycle view that lets you track leads and customers through every stage — from first message to conversion. ![Image%20depicting%20how%20respond.io%27s%20Lifecycle%20stages%20look%20like%20](https://images.ctfassets.net/ph8r57dk1q9w/1GOQrUpceunZ5BXGoVrG4x/2d6d90cfedc40d010bdaec6a6f7e4207/Lifecycle_stages.png) - Advanced automation with an easy-to-use, no-code builder that handles more than just basic workflows. ![Automation%20plays%20a%20pivotal%20role%20in%20streamlining%20and%20optimizing%20business%20processes.%20While%20many%20platforms%20offer%20basic%20rule-based%20automation%2C%20relying%20solely%20on%20this%20capability%20will%20not%20be%20enough%20as%20your%20business%20starts%20to%20grow.%20To%20future-proof%20your%20customer%20communication%20management%2C%20choose%20a%20platform%20with%20advanced%20automation%20capabilities%20that%20can%20seamlessly%20scale%20with%20your%20business%20growth.%20This%20will%20ensure%20robust%20and%20effective%20automation%20as%20your%20customer%20base%20expands.%20Plus%2C%20it%20will%20prevent%20the%20need%20to%20switch%20to%20another%20software%20in%20the%20future%2C%20avoiding%20potential%20disruptions%20in%20your%20operations.%20Respond.io%u2019s%20Workflows%20allow%20you%20to%20automate%20complex%20business%20processes%20in%20a%20visual%20automation%20builder.%20You%20can%20plan%2C%20design%20and%20implement%20a%20Workflow%20with%20any%20amount%20of%20complexity%20from%20scratch%20or%20via%20templates.](https://images.ctfassets.net/ph8r57dk1q9w/5UP2InI9OV5YsGMY9Zf2NO/3d97d05825a42aa89d4bce9b6cd8fc4e/concepts-customer-messaging-platform-image-03_72920120502deadce03a355ab3ae07ea.jpg) - Detailed reporting and analytics that break down response times, customer interactions, team performance and more. ![An%20image%20showing%20Reports%20and%20Analytics%20on%20respond.io%20-%20make%20data-driven%20decisions](https://images.ctfassets.net/ph8r57dk1q9w/21SABZu3gyltd0wC2Fu2X8/3d31d011e50dc0c0d0b7a69f07b2cff9/image.png) With respond.io, you’re set up to handle calls with context, clarity and confidence, just like the rest of your messaging. So why not experience it for yourself today? ## [VoIP vs Landline vs WhatsApp Business Calling API](https:/respond.io/blog/voip-vs-landline-vs-whatsapp-business-calling-api) In this article, we'll compare VoIP vs Landline vs WhatsApp Business Calling API to help you decide which one is the best choice for your business. Voice calls remain a vital part of business communication, but with more options available than ever, choosing the right phone system can be a challenging task. Landlines offer reliability, while VoIP (Voice over Internet Protocol) brings flexibility and features. Modern solutions, such as WhatsApp VoIP, add convenience and reach. The best choice depends on your business needs, setup, and customer preferences This article breaks down the various types of phone systems, their features, pros and cons, and ideal use cases, allowing you to choose the right fit based on your business operations and customer expectations. ### What are Landlines? Landlines are traditional phone systems that transmit voice communication using physical wired connections. They use copper wires or fiber-optic cables that run underground or on telephone poles to connect homes and businesses to the Public Switched Telephone Network (PSTN). ![Traditional%20landline%20phone%20setup%20involves%20cables%20that%20connect%20homes%20and%20businesses%20to%20the%20Public%20Switched%20Telephone%20Network%20%28PSTN%5D%20and%20special%20hardware%20for%20business%20use](https://images.ctfassets.net/ph8r57dk1q9w/2wDwUl77sViuIdHYwMkhHk/3cc17b3e9676a9f9d1847f2ff11904c0/VoIP_v_Landline_v_WA_Business_Calling_-_Image_7.png) Landlines support all the essentials expected of a phone system. However, because they are analog, advanced features like recording and Interactive Voice Response (IVR) are often difficult to set up and require special hardware. Landlines have been the bread and butter of phone systems for the past century. They still have a place in the world, but mobile phones and VoIP are overtaking their position. ### What is VoIP? VoIP is a system for transmitting voice over the Internet. Since VoIP solutions are digital, they can easily record calls, implement features like IVR and provide analytics for performance tracking. Their digital nature also enables [seamless integration with other software,](https://respond.io/blog/voip-crm-integration) such as Customer Relationship Management (CRM) systems, making updating customer records after conversations convenient. ![VoIP%20setup%20showcasing%20a%20modern%20desk%20phone%20connected%20via%20Ethernet%20and%20a%20laptop%20running%20VoIP%20software](https://images.ctfassets.net/ph8r57dk1q9w/VZzEA5qIMjnkLO24zXoM5/5ea433a10118bebe5455b89b23e20829/VoIP_v_Landline_v_WA_Business_Calling_-_Image_8.png) Moreover, if you opt for software solutions instead of hardware-based options like a dedicated VoIP phone, installation can be as simple as downloading an app on your smartphone or laptop—no need for new hardware. Many popular applications, like Zoom and Viber, now offer free VoIP services for calling other users on the same channel. One such app is WhatsApp, which we’ll cover next. ### What is WhatsApp Business Calling API? Although voice calls on the WhatsApp consumer app have been available for years, the ability to make calls through the WhatsApp API is a more recent development. WhatsApp Business Calling API enables VoIP-based voice calls over the internet, giving businesses a flexible and cost-effective way to connect with customers. While traditional VoIP calls rely on external apps or devices, WhatsApp VoIP allows you to place voice calls within the WhatsApp chat itself so the entire conversation, from message to call, happens in one familiar place. ![Respond.io%20interface%20displaying%20WhatsApp%20Business%20Calling%20API%20in%20action](https://images.ctfassets.net/ph8r57dk1q9w/78ZbFrC1NDEDVkpinwLVHG/4dbd282e14cb1a7768050af05cf0bd63/VoIP_v_Landline_v_WA_Business_Calling_-_Image_9.png) It also retains the core benefits of traditional VoIP, such as the ability to integrate with CRMs and automation tools to streamline workflows and improve performance tracking. Now that we’ve set the stage, how do these different phone systems stack up against each other? ### Key Differences Between Landlines, Traditional VoIP and WhatsApp Business Calling API #### Costs For most businesses, setting up a phone system involves some cost, whether you're building from scratch or upgrading an existing setup. Let’s go through anticipated costs. ![An%20image%20showing%20the%20differences%20in%20costs%20between%20landlines%2C%20VoIP%20and%20WhatsApp%20Business%20Calling.%20Landlines%3A%20High%20setup%20costs%2C%20VoIP%3A%20Affordable%20%26%20flexible%2C%20WhatsApp%20Business%20Calling%20API%3A%20Scalable%2C%20usage-based%20pricing](https://images.ctfassets.net/ph8r57dk1q9w/2Y3AFWdLBXX4D20ZDFSGEq/d2e183e0985cc3248d4a6dea788150d0/VoIP_v_Landline_v_WA_Business_Calling_-_Image_1__1_.png) **Landlines:** Expect to pay more if you don’t have an existing system in place. There will be costs for setting up, installing lines, purchasing phones and more. Service charges are usually by the minute and are significantly costlier for international calls. **VoIP:** One of its biggest advantages is cost-effectiveness. As VoIP doesn’t rely on expensive telephone networks, it’s more affordable than landlines, especially if you make frequent international calls. Service charges vary, with options ranging from subscription-based plans to pay-as-you-go pricing. While some businesses invest in VoIP phones, most can simply install VoIP software on existing devices, further reducing costs. However, some countries require businesses to obtain licenses, register local addresses, or work with government-approved VoIP providers, which can add extra expenses and time. **WhatsApp Business Calling API:** While a WhatsApp Business Platform account is free, it requires a conversation management software like respond.io to communicate with customers. Meta charges per minute for outbond voice calls, with rates depending on the account region. However, **inbound voice calls are free**. Getting a phone number for WhatsApp Business Platform is also easy and inexpensive, as SIM cards or virtual numbers are highly affordable in most countries. #### Features These phone systems can make and receive calls, but they also have features that set them apart. ![An%20image%20showing%20the%20differences%20in%20features%20between%20landlines%2C%20VoIP%20and%20WhatsApp%20Business%20Calling.%20Landlines%3A%20Simple%20%26%20functional%2C%20VoIP%3A%20Versatile%20%26%20modern%2C%20WhatsApp%20Business%20Calling%20API%3A%20Focused%20%26%20trusted](https://images.ctfassets.net/ph8r57dk1q9w/4conwnGhEhepV0anL3Hrob/d55b8334407aefe5adf6511e081924d7/VoIP_v_Landline_v_WA_Business_Calling_-_Image_2.png) **Landlines:** They offer all essential voice features, including caller ID and call forwarding. However, setting up advanced functions like automation or integration—where possible—can be complex and often requires additional hardware. **VoIP:** This includes all essential features but offers easier automation and integration. It also enables video calls and cost-effective international calling, especially through app-based solutions, which often allow free app-to-app calls. **WhatsApp Business Calling API:** The WhatsApp VoIP solution only allows businesses to make calls to opted-in WhatsApp numbers and receive calls exclusively from other WhatsApp users. However, if WhatsApp is the primary communication channel in your region, this becomes a strong advantage. You’ll be able to switch between texting and calling in the same chat, keeping all interactions in one place. Additionally, customers will be able to verify your authenticity if you have a [WhatsApp blue tick](https://respond.io/blog/whatsapp-blue-tick), speeding up the trust-building process! #### Scalability Scalability refers to the ease with which you can expand or adjust your phone system to meet the changing needs of your business as it grows or evolves. ![An%20image%20showing%20the%20differences%20in%20scalability%20between%20landlines%2C%20VoIP%20and%20WhatsApp%20Business%20Calling.%20Landlines%3A%20Limited%20%26%20inflexible%2C%20VoIP%3A%20Scalable%20%26%20adaptable%2C%20WhatsApp%20Business%20Calling%20API%3A%20Dependent%20on%20platform](https://images.ctfassets.net/ph8r57dk1q9w/4xRAADu69VpVEGIeX3upII/200d60937ada8778b00996de2401f8f2/VoIP_v_Landline_v_WA_Business_Calling_-_Image_3.png) **Landlines:** Landlines depend on local infrastructure, making them difficult or even impossible to install in some areas. This means limited flexibility and without shared phones, each staff member handling calls will need a dedicated phone and line, which can be impractical for larger teams. In some countries, businesses may also require government approval or special permits to install landlines, adding regulatory hurdles that can limit expansion. **VoIP:** Scalability is simple and virtually unlimited. As long as employees have a laptop or smartphone, they can install VoIP software to handle calls. In noisy offices, headsets or microphones may be needed for better call quality, but these are easy to acquire. However, in some countries, VoIP expansion is restricted, requiring government approvals, special licenses or partnerships with local telecom providers. **WhatsApp Business Calling API:** WhatsApp VoIP is ideal for fast-scaling businesses, especially in emerging markets. Operating within the world’s most popular messaging app, it lets businesses add users, teams or regions without the physical infrastructure, local telco or regulatory hurdles associated with landlines or traditional VoIP. Scalability depends on the conversation management platform used with the API. For example, respond.io supports five users on the [Starter plan](https://respond.io/pricing), with add-ons and higher tiers for growing teams, making it easy to handle high chat and call volumes. #### Mobility If your agents are constantly on the go, mobility is an essential factor to consider. ![An%20image%20showing%20the%20differences%20in%20mobility%20between%20landlines%2C%20VoIP%20and%20WhatsApp%20Business%20Calling.%20Landlines%3A%20Immobile%20%26%20restrictive%2C%20VoIP%3A%20Flexible%20%26%20accessible%2C%20WhatsApp%20Business%20Calling%20API%3A%20Dependent%20on%20platform.](https://images.ctfassets.net/ph8r57dk1q9w/6XtiHyosmzi6EASjFJZFYJ/7b30abae5649ec05b8f906459cfd47f5/VoIP_v_Landline_v_WA_Business_Calling_-_Image_4.png) **Landlines:** These are an immobile solution. You can only make and receive calls from where you have your landline phones set up. **VoIP:** Much more flexible than landlines. All you need is a stable internet connection and a computer or smartphone. **WhatsApp Business Calling API:** Mobility depends on the conversation management platform you use for WhatsApp Business API. If the platform has a mobile app and supports the WhatsApp VoIP (not all providers do), your agents can take calls from anywhere with internet access. #### Reliability Picking the right phone system ensures consistent call quality, minimised dropped calls and business continuity across locations, devices and conditions. ![An%20image%20showing%20the%20differences%20in%20reliability%20between%20landlines%2C%20VoIP%20and%20WhatsApp%20Business%20Calling.%20Landlines%3A%20Reliable%20%26%20resilient%2C%20VoIP%3A%20Dependent%20on%20internet%20connection%2C%20WhatsApp%20Business%20Calling%20API%3A%20Dependent%20on%20internet%20connection](https://images.ctfassets.net/ph8r57dk1q9w/4khtIT3oUurR5KyERFaIjF/fb6b8a3d57ee307fc336d537d1ce5719/VoIP_v_Landline_v_WA_Business_Calling_-_Image_5.png) **Landlines:** Landlines are known for their stability and consistent call quality, especially for local or internal communication. Unlike internet-based systems, they aren’t affected by latency, jitter or packet loss, and are therefore reliable for voice clarity. They also continue working during power outages, thanks to off-grid power supplies. This makes them particularly useful in industries where communication cannot go down or in regions with frequent blackouts. However, their reliability is tied to physical infrastructure, which limits mobility and scalability in modern business settings. **VoIP:** While it is the most flexible option, it won’t work well without a good internet connection. If the internet is spotty in your area, you won’t be able to get a lot of calls done with VoIP. For offices with poor WiFi coverage, consider WiFi extenders or switching to 4G/LTE/5G networks for data to mitigate this risk. VoIP systems also tend to be susceptible to power outages since your network hardware won’t have any power to operate unless you make all your calls on devices with cellular connectivity. **WhatsApp Business API:** Like traditional VoIP, WhatsApp calling depends on a stable internet connection, but it’s more resilient in real-world use. Because WhatsApp is built for mobile, it works reliably on 4G/5G networks and even lower bandwidth connections, especially on smartphones. This gives WhatsApp calls an edge in regions where WiFi infrastructure is weak but mobile data coverage is strong. Agents can continue handling calls using mobile devices during power outages or ISP disruptions, as long as they have a data connection. ### Pros and Cons of Each System for B2C Businesses In summary, here are the pros and cons of each phone system | Phone system | Pros | Cons | | --- | --- | --- | | Landline | Reliable during power outages, familiar, has all the essential features. | Costly setup & maintenance, expensive international calls, limited features, difficult to scale, immobile, relies on existing infrastructure, regulatory and compliance challenges. | | VoIP | Affordable, scalable, feature-rich, integration with other software. | Requires stable internet and power, can be difficult or impossible to set up in certain regions or countries. | | WhatsApp Business Calling API | Builds instant customer trust, affordable, scalable, feature-rich, integration with other software, combines chat and voice in one platform, easy to get started, very few regulatory complexities. | Limited to WhatsApp users, requires user consent, requires stable internet and power, banned or restricted in certain regions or countries. | ### How to Select the Right Phone System for Your Business? Now that we’ve reviewed the different phone systems and their pros and cons, we’ll try to help you decide which one to use. | Phone System | Best For | Considerations | | --- | --- | --- | | Landlines | Businesses with fixed-location operations and low call complexity. | Cost-effective if already installed, but lacks mobility and scalability; not ideal for fast growth or international use. | | VoIP | Businesses that need scalable, flexible communication. | Great for remote or hybrid teams and international calls. May face regulatory or setup restrictions in some regions. | | WhatsApp Business Calling API | Growing businesses of all sizes in WhatsApp-heavy or mobile-first markets. | Strong cost-effective choice for teams already using WhatsApp for customer communication or in areas with strong mobile data networks but limited fixed infrastructure. Capabilities depend on API provider. | ### Get started with WhatsApp Business Calling API Choosing the right calling solution isn’t just about voice—it’s about managing conversations, performance and growth at scale. With WhatsApp Business Solution Provider (BSP) respond.io, you get more than just WhatsApp VoIP. You get a unified platform to: - Scale effortlessly across WhatsApp, TikTok, Messenger, Instagram and other channels - Manage calls, chats and CRM data from HubSpot, Salesforce, Google Sheets and more - Initiate, respond, transfer and summarize calls from your desktop or the respond.io mobile app - Use AI Agents to handle inbound calls when there are no human agents available - Automate processes such as customer lifecycle management, chat routing and more - Monitor conversation, agent and team performance with built-in reports and analytics Starting from July 15, 2025, WhatsApp Business Calling API is globally available to businesses. Enabling it on respond.io is as simple as switching on a toggle. [Book a demo](https://app.respond.io/user/register) to learn how respond.io helps you drive more conversations, close more deals and scale with confidence. ### Further Reading To learn more about WhatsApp Business Calling API, check out the following blogs: - Everything You Need to Know About WhatsApp Voice Call - How to Manage Whatsapp API Call, Chat and CRM in One Platform - WhatsApp Call Pricing: How Much is WhatsApp Business Voice Call and is it Cheaper than VoIP? ## [Wati vs Respond.io: Quick Verdict for Mid-Market B2C Teams](https:/respond.io/blog/wati-vs-respondio) For mid-market B2C teams, compare Wati vs respond.io on automation caps, channels and AI handoff—so you avoid silent lead loss as volume scales. This comparison helps mid-market B2C teams choose between two messaging operations platforms based on where automation, channels, and support start impacting revenue. It is designed for buyers evaluating how channel mix, automation reliability, and team workflows affect conversion as conversation volume grows. Choosing the wrong platform can cause missed leads, broken follow-ups, and untracked revenue when volumes spike or when conversations spread across multiple channels. For mid-market B2C teams, choosing Wati past its operational limits — when automation trigger caps silently drop in-progress conversations, or when AI limited to WhatsApp can't keep up with the channels your team actually runs on — means invisible lead leakage and compounding conversion loss. For teams at that threshold, respond.io is the stronger fit. ### Feature comparison for mid-market B2C teams When you’re selecting a conversation management platform, you’ll want to ensure it supports the channels your customers use most, offers sales and marketing automation to help you scale, provides prompt support when needed and can be trusted to keep your customer data secure. First of all, let’s look at an overview of how Wati vs respond.io compare on these key features. | Feature | Wati | Respond.io | | --- | --- | --- | | WhatsApp Capabilities | WhatsApp BSP — no monthly BSP fee, but WhatsApp message fees are charged at a markup above Meta's published rates. Supports catalog, broadcasts, and WhatsApp Business Calling. | WhatsApp BSP — no monthly BSP fee. WhatsApp message fees passed through at Meta's published rates, no markup. Supports catalog, broadcasts, WhatsApp Business Calling, and Voice AI for inbound calls. | | Supported Channels | WhatsApp, Instagram, Facebook Messenger, SMS, RCS | WhatsApp, Instagram, Facebook, Telegram, Viber, WeChat, SMS, email, LINE, Webchat, TikTok, VoIP, custom channels | | Broadcasts | WhatsApp only. | WhatsApp, Facebook, LINE, Viber, Telegram, SMS and custom channels. | | Automation and Workflows | Full chatbot automation on WhatsApp and Instagram (shared trigger cap of 1,000–5,000/month across both channels). Silent failure when cap is hit — no notification, no fallback. Basic rule-based automation on Facebook Messenger | Runs across all supported channels; no trigger caps. Automation triggers directly from WhatsApp and TikTok Messaging Ad clicks into Workflows. | | AI Features | AI Support Agent (Pro and Business plans only) — handles FAQ responses and simple WhatsApp conversations autonomously, WhatsApp only, no human handoff. AI writing assistance available on all plans. | AI Agents built in from the Growth plan — all channels, native human handoff, no separate subscription. Voice AI for WhatsApp and VoIP calls (Advanced and above). AI-assisted message drafts, AI Prompts, and AI conversation summaries on all plans. | | Security and Stability | No ISO 27001 certification. No 2FA or SSO. | ISO 27001 certified. 2FA and SSO available, meeting cross-market compliance and data handling requirements as business scales. 99.999% uptime. | | Customer Support | Onboarding on annual plans only — paid add-on on monthly plans. Email and bot support on Growth and Pro. No phone support. | Platform onboarding included on all plans. Human-guided onboarding available depending on capacity and needs. 24/5 human support + 24/7 AI Agent support, all plans. Support via call available. | In the next section we'll take a deeper dive into Wati vs Respond.io. ### Who is Wati and respond.io built for? Wati is built for small teams managing straightforward WhatsApp conversations at low volume. Respond.io is built for mid-market B2C teams where conversations are a primary revenue channel — multi-agent operations, multiple channels, and automation that needs to hold at campaign scale. #### Who should use respond.io? Respond.io is built for mid-market B2C teams where conversations are a primary revenue channel — high inbound volume, multi-agent teams, and workflows that need to keep running at campaign scale. It's the stronger fit if your team manages conversations across more than one channel, needs AI that hands off natively to human agents. #### Who should use Wati? For small teams (5 agents or less) managing straightforward single-channel WhatsApp conversations at low volume, Wati is a capable fit. Respond.io is built for the scale beyond it, particularly mid-market B2C teams requiring cross-channel automation, native AI handoff and reliability that holds under campaign-scale volume. The decision turns on three operational factors: how many channels your team needs to automate across, whether AI with human handoff needs to live in the same inbox, and whether your current tool has ever silently dropped leads during a busy period. ### Which platform offers stronger omnichannel capabilities? For teams that need to manage and automate conversations across multiple channels, a platform with broad native channel coverage is the stronger choice. In this comparison, [respond.io supports more native channels](https://respond.io/blog/omnichannel-communication#toc-mobile-2) and lets you run workflows across them, while Wati is centered on WhatsApp with limited expansion. ![icons%20representing%20all%20the%20channels%20respond.io%20supports](https://images.ctfassets.net/ph8r57dk1q9w/1DCgrmIaa10O8vntRyhRCN/837907db3b6965a19bed4c0a65c5d95c/sleekflow-vs-respondio-image-3_89d2e215010138ff823c8678539cfaa9.png) #### Channel support across messaging and calls Wati was built for WhatsApp. It has since expanded to include Instagram DMs, Facebook Messenger, SMS, and RCS. TikTok and email are not supported. Automation support varies by channel — WhatsApp and Instagram have full chatbot automation, Facebook Messenger has basic rule-based automation only, and SMS and RCS have no automation. For teams where leads arrive on TikTok, email, or other channels, those conversations are not supported on Wati at all — requiring separate tools with no unified view. Respond.io supports 12+ channels natively — WhatsApp, Instagram, Facebook Messenger, Telegram, Viber, WeChat, SMS, email, LINE, Webchat, TikTok, and [custom channels](https://help.respond.io/l/en/custom-channel/custom-channel-overview) — with full automation workflows enabled across all of them, including [TikTok Messaging Ads](https://respond.io/blog/tiktok-messaging-ads). Respond.io also supports VoIP calls in the same inbox, unifying voice and messaging channels without switching tools. Both platforms support [WhatsApp Business Calling](https://help.respond.io/l/en/whatsapp/whatsapp-business-calling-api), allowing voice calls over WhatsApp in supported countries including Malaysia, Singapore, the UK, Mexico, and Brazil. Respond.io extends voice further with Voice AI: an AI agent that answers WhatsApp voice calls and VoIP calls, generates transcripts and call summaries, transfers calls to human agents when needed, and triggers follow-up automation — all within the same unified inbox used by human agents. ![screenshot%20showing%20how%20to%20create%20a%20WhatsApp%20catalog%20in%20Meta%20Business%20Manager](https://images.ctfassets.net/ph8r57dk1q9w/vmmLJaIZF8Kftggkgv95u/2d46f7f64dd4a3ea7b3f4a077b4a29b4/628cc9bfa6c7902fb5fa28b-screenshot-2024-04-22-at-11940-pm-2-800_ddef4f0bf5430c19da1758002f78a963.png) Both platforms are [WhatsApp BSPs](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider#toc-mobile-0). Businesses on either platform can connect to the [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api), connect multiple agents to a single WhatsApp number, and use [WhatsApp catalogs](https://respond.io/blog/whatsapp-catalog-whatsapp-shopping-catalog) to share product images directly in conversation. Neither charges an additional monthly BSP fee — though Wati marks up [WhatsApp message](https://respond.io/blog/whatsapp-business-api-pricing#toc-mobile-2) fees significantly above Meta's published rates: up to 60% higher on marketing messages, and up to 80% on utility and authentication messages. For teams sending high conversation volumes, this markup compounds quickly. Respond.io passes through message fees at Meta's published rates with no markup. ### Which platform automates conversations better? Automation that runs across channels without volume caps is the better fit for mid-market B2C teams running always-on campaigns. #### Automation scope and limits Here, Wati’s monthly trigger caps can cause workflows to stop without notice, while respond.io has no trigger caps so routing and follow-ups keep running during spikes. Both can automate qualification, conversation routing, and basic lead capture. The difference is in scope and limits. ![icons%20showing%20the%20capabilities%20respond%20instantly%2C%20qualify%20leads%2C%20answer%20FAQs%20and%20book%20appointments](https://images.ctfassets.net/ph8r57dk1q9w/5SNtjCljv6kRwgjwhxPtGt/52e04bace2320ebecdd061429928be21/sleekflow-vs-respondio-image-4_e079ae8bf67a146767666e00cfdfe98b.png) Wati's automation covers WhatsApp and Instagram DMs. Respond.io's Workflows run across all 12+ supported channels — a single automation can span a WhatsApp conversation, a follow-up email, a TikTok message, and more. Wati also caps automation triggers per plan: 1,000 per month on Growth, up to 5,000 per month on Business. Every routing action — assigning a conversation to an inbox, changing its status — consumes a trigger. When the monthly cap is hit, conversations fall out of automation silently. There's no alert, no fallback, and no way to recover mid-flow conversations. Respond.io has no automation trigger limits. Both platforms provide reporting on automation and message performance. ### Which platform provides better AI capabilities? Respond.io's AI is a better fit when it can operate across channels and escalate to a human agent with full context. In this comparison, respond.io supports [cross-channel AI](https://respond.io/blog/respond-ai#toc-mobile-3) with native handoff, while Wati’s AI is limited to WhatsApp and lacks human escalation. #### AI Agents for messaging Wati includes AI writing assistance on all plans. AI Support Agent (Pro and Business plans only) handles basic FAQ responses and simple WhatsApp conversations autonomously — WhatsApp only, and cannot route to a human agent when it reaches its limits. Respond.io's AI Agents are built directly into the platform and available from the Growth plan onwards. AI Agents work across all supported channels with native handoff to human agents, full conversation context intact. #### Voice AI Agents Respond.io's Voice AI answers WhatsApp Business Calling and VoIP calls, generates transcripts and call summaries with speaker names and timestamps, and triggers follow-up automation — all within the same inbox used by human agents. Available on Advanced and above. Wati supports WhatsApp Business Calling but does not offer Voice AI — meaning all calls must be handled manually by an available agent with no automated fallback or follow-up. #### AI assistance for agents Respond.io includes [AI-assisted message drafting](https://respond.io/blog/respond-ai#toc-mobile-4), AI Prompts, and AI conversation summaries to help agents write faster and maintain context. The AI learns from your website via [URL crawling](https://help.respond.io/l/en/workspace-settings/workspace-setting-respond-ai#step%5F1%5Fproviding%5Fknowledge%5Fsources) and uploaded documents. ![gif%20showing%20how%20to%20use%20respond.io%27s%20AI%20features](https://images.ctfassets.net/ph8r57dk1q9w/5O2Iv8aVRfLxPxP0vAfMWo/36fe54df016c3700709f5f96d8aaa806/ai-prompt-3_0ff689c8f498f89239e575bcbf133dd2.gif) Wati includes AI writing assistance on all plans for drafting responses. ### Which platform is more reliable and secure? Respond.io is [ISO 27001 certified](https://respond.io/blog/iso-certification) with [99.999% uptime](https://respond-io.betteruptime.com). Wati lacks ISO 27001 certification, 2FA, and SSO, and customers report reliability issues including weekend outages and automation dropping silently under load. #### Platform security Wati offers phone number masking but does not hold ISO 27001 certification. The platform also lacks 2FA and SSO, which can limit compliance requirements for enterprise and regulated teams. ![Wati%20vs%20respond.io%20on%20security%3A%20icons%20illustrating%20respond.io%27s%20security%20features%20including%20ISO%20certification%2C%202FA%2C%20SSO%20and%20masking](https://images.ctfassets.net/ph8r57dk1q9w/2UEGddmwpyMn4kkJVTIJwn/e8fe75fcc1cc211ee8e580eafb7ed888/wati-vs-respondio-image-3_430c5177078bab487adf0089c026e771.jpg) Respond.io is ISO 27001 certified and offers 2FA, SSO, and [sensitive data masking](https://respond.io/blog/secure-messaging#toc-mobile-10) across all plans — making it a better fit for teams with cross-market compliance and data handling requirements as the business scales. #### Platform reliability At high volumes, the platforms diverge significantly in stability. Wati customers report: - Weekend outages — full platform downtime during peak periods where customer conversations cannot be reached at all - Broken message ordering — notifications arrive late or point to the wrong conversation; message chronology displays out of order - Automation silently dropping — when the monthly trigger cap is hit, conversations fall out of automation with no alert, no fallback, and no way to identify affected threads - Round-robin breaking at scale — assignment failures that surface as teams grow beyond 10 agents - Page load times of 2–3 minutes — reported by resellers managing multiple accounts, raised with Wati support without resolution Respond.io maintains [99.999% uptime](https://respond-io.betteruptime.com) and is built for high-volume, multi-agent operations — with no automation trigger caps and no platform-level failures of this kind reported by customers. ### Which platform offers better customer support? The better support option is the one that provides consistent human coverage and onboarding across plans, so escalations don’t stall revenue-critical conversations. Respond.io offers broader and more consistent support coverage than Wati across all plans. Wati's support is tier-dependent: email on lower plans, bot support on higher tiers, with no phone support. Capterra reviews flag reliability as a recurring concern — one reviewer reported booking a call through Wati's official calendar, only for Wati to not show up with no follow-up provided. Respond.io provides platform onboarding for all customers at no extra cost, with 24/5 human support and 24/7 AI Agent support available across all plans. Support via call is also available. On G2, [respond.io](http://respond.io) rates 4.8/5 (478 reviews) versus Wati's 4.6/5 (465 reviews). ### Which platform gives you better visibility into performance? The better analytics option is the one that ties conversations to lifecycle stages and shows where leads stall across channels. In this comparison, respond.io includes lifecycle tracking and cross-channel attribution, while Wati focuses on inbox metrics without lifecycle audit trails. #### Reporting and analytics Both platforms provide inbox and broadcast reporting — message delivery, read rates, and agent response times. Respond.io goes further with campaign attribution, cross-channel performance tracking, and agent and team-level analytics that surface where conversations are stalling and which channels are driving results. Wati's reporting is limited in scope across all plans — teams get basic inbox and campaign metrics but lack the visibility needed to track performance across channels or identify bottlenecks at scale. #### Lifecycle tracking Respond.io includes a built-in lifecycle tracking system with fully customizable stages that map to your own sales process. Every stage change is logged with a timestamp and the agent who made it, giving managers a clear audit trail. A real-time lifecycle dashboard shows contact distribution across all stages, including open, snoozed, and unassigned conversations per stage. Wati has basic lead stage labels but no lifecycle tracking system, no stage-change audit trail, and no lifecycle metrics — making it difficult to identify where leads are dropping off or which stages need attention. ### Which pricing offers the best value for scaling teams? For growing teams, respond.io's pricing becomes more predictable as usage increases — Wati's costs scale steeply when adding agents, AI, or WhatsApp message volume. The two platforms use different pricing structures that behave differently as teams scale. Wati charges by plan tier ($69/$149/$349/month) with steep per-user fees on higher plans ($39/user on Pro, $89/user on Business). Respond.io plans start at $99/month (Starter, 5 users), $199/month (Growth, 10 users), and $349/month (Advanced, 10 users), with per-user fees of $12–$24/user depending on plan, AI Agents included from the Growth plan, and no markup on WhatsApp message fees. For small teams at low volume, Wati can be cost-competitive. For teams adding agents, channels, and AI, respond.io's cost structure tends to be more predictable as usage grows. ### Verdict: respond.io fits mid-market B2C teams managing multiple channels Choose respond.io if you manage high inbound volume across multiple channels and need automation and AI handoff that won’t fail under campaign spikes; choose Wati if you are WhatsApp-only with light automation needs and a simpler operating model. If you only need a WhatsApp inbox with basic chatbot flows and you’re unlikely to add channels or run high-volume automation, respond.io may be more platform than you need. For mid-market B2C businesses managing multiple channels, building AI-powered workflows, and operating at scale, respond.io is the stronger fit. ![Wati%20vs%20respond.io%3A%20icons%20illustrating%20the%20features%20that%20make%20respond.io%20stand%20out%20vs%20Wati](https://images.ctfassets.net/ph8r57dk1q9w/15kP6Wwa3AsiynFAfFyfFc/deef072a9d042d4af4b25d2ea1b188b7/wati-vs-respondio-image-2_5ad7e515a901485c62a71246ac706d51.jpg) Respond.io's advantages: - AI Agents built in — available from the Growth plan, no separate AI tool needed - Voice AI — answers WhatsApp and VoIP calls, generates transcripts, triggers follow-up automation - No automation trigger caps — Workflows run across all channels without monthly limits - 99.999% uptime — no platform-level failures reported by customers - Multi-channel broadcasts — reach customers across WhatsApp, Facebook, LINE, Viber, Telegram, SMS and custom channels - Lifecycle tracking — full pipeline visibility with customizable stages, audit trail, and real-time dashboard For example, Yoho, an eCommerce & Retail company, consolidated 6 support channels into one platform using respond.io and [saw an 84% improvement in chat response times](https://respond.io/customers/how-yoho-centralized-6-support-channels-to-improve-chat-response-times-by-84) as a result. If your team is hitting automation limits or managing conversations beyond WhatsApp and Instagram, respond.io handles both in a single platform. [Sign up](https://app.respond.io/user/register) for a free trial or [book a customized demo](https://respond.io/demo) today. ### Further Reading If you’re interested in more comparisons to help you choose a conversation management platform, consider the following articles: - Unlock Growth with a Multi-channel Wati Alternative - 4 Respond.io Alternatives to Consider - Best 6 Twilio Alternatives: Comparing Features and Pricing ## [WeChat Auto Reply: How to Set Auto Reply on WeChat ](https:/respond.io/blog/wechat-auto-reply) Interested to find out more about WeChat auto reply? Check out this article where we’ll share what a WeChat auto reply is, the benefit of using one and how to set auto reply on WeChat. Want to know how to activate WeChat auto reply? We have all the details here. We’ll explain what a WeChat auto reply is, why you need one and the different ways you can set up auto reply on WeChat. ### What is WeChat Auto Reply? WeChat auto reply allows you to send automated responses when customers message you on WeChat. With this feature, you can be there for your customers around the clock even if you’re not available at the moment. ![This%20is%20an%20image%20that%20describes%20the%20two%20types%20of%20wechat%20auto%20reply.%20They%20are%20greeting%20messages%20and%20away%20messages.](https://images.ctfassets.net/ph8r57dk1q9w/21SGOHZD8UIfcXQv8VHKWW/b7f7dd3857a73bf3608099ec8eaf99fd/WeChatAutoReplyImage01_403eb5ced368ff85c976c9ceb5afdbcc.png) There are two common types of auto-reply messages: - Greeting messages: Automated messages sent to your customers when they first message you - Away messages: Automated responses sent to customers when you can't attend to them right away We’ll share the advantages of using auto replies for your business next. #### Why Use WeChat Auto Reply When you’re using an [instant messaging app](https://respond.io/blog/instant-messaging-for-business) like WeChat to communicate with customers, they [expect immediate replies](https://respond.io/blog/business-messaging#toc-mobile-1). However, most businesses don’t operate 24/7 due to a lack of manpower and limited business hours. To rectify that, [WeChat Official Accounts](https://respond.io/blog/wechat-official-account) has rolled out the auto-response feature to help businesses manage their customers’ expectations. Businesses can now inform customers of their availability by including operating hours and expected response time. ![This%20is%20an%20image%20that%20describes%20the%20benefits%20of%20using%20auto%20replies%20on%20wechat.%20Not%20only%20does%20it%20help%20to%20manage%20customers%27%20expectations%2C%20having%20welcome%20message%20helps%20establish%20a%20strong%20positive%20first%20impression.%20Lastly%2C%20you%20also%20get%20to%20collect%20customers%27%20information%20with%20pre-chat%20survey.](https://images.ctfassets.net/ph8r57dk1q9w/22WbZUT3RK35kZ9zvCmafl/ef21ede7661e29cf093471753a3314bd/WeChatAutoReplyImage02_4e05f0e25b9970b8bda5ef4c478e12be.png) Customer contacting you for the first time? Greet them with an automated welcome message to make a positive first impression by providing a timely and friendly reply. Make the most out of your welcome message by including a [pre-chat survey](https://respond.io/blog/pre-chat-survey) right after the message. It helps to collect customers’ information and inquiry details to give agents some context about the customers’ inquiries before replying to them. Now that you understand what an auto reply is, let’s take a look at how to set up WeChat auto reply. ### How to Set Auto Reply on WeChat There are a few methods businesses can use to set up auto-reply messages to customers who send them a message on WeChat. WeChat allows you to send text messages, images, videos and voice messages via its auto-reply feature on the WeChat Official Accounts. That means, you can use other message formats like images or videos to welcome customers to your business. ![This%20is%20an%20image%20that%20describes%20the%20different%20types%20of%20auto%20replies%20you%20can%20find%20on%20WeChat%20Official%20Account.%20They%20are%20keyword%20auto%20reply%2C%20message%20received%20auto%20reply%20and%20followed%20message.](https://images.ctfassets.net/ph8r57dk1q9w/7FRewblezeBM5Ks5i7o3E/b0af6f2ba0e4098e82be3a6dc4a2e9ec/WeChatAutoReplyImage03_6d559bcb389ab10932ef92da40560aa5.png) There are three types of auto replies you can use on WeChat Official Accounts, and you can use them to send four types of message formats: - Keyword Auto Reply: Allows you to add keywords related to your auto-reply messages. Whenever a customer sends a message containing the keyword, the auto-reply message will be triggered and sent to the customer. - Message Received Auto Reply: Automated messages that customers receive when they contact you. However, if they send a message containing a specific keyword that you’ve set in your Keyword Auto Reply, they will receive the Keyword Auto Reply message instead. - Followed Message: Automated messages that customers will receive after subscribing to your account. Let’s take a look at the different methods to set up auto reply on WeChat. #### How to Set Up Keyword Auto Reply on WeChat Official Accounts On your [WeChat Official Accounts homepage](https://mp.weixin.qq.com/?lang=en_US), click *Auto Reply* on the left panel. Then, click *Keyword Auto Reply*. Turn on the toggle to enable your Auto-Reply. Then, click *Add Reply* to create auto-response messages. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20auto%20reply%20on%20WeChat.%20To%20get%20started%20you%20need%20to%20click%20on%20keyword%20auto%20reply%20and%20click%20add%20reply.](https://images.ctfassets.net/ph8r57dk1q9w/60fTp5sGtBx1rRWBbbjV3G/a39502c6973d73741061f55d1c017992/03_33c59dd026ac9d06b04fd31d882ee3d4.png) Click *Add Rules* and add the necessary details such as *Rule Name*, *Keywords*, *Auto-Reply Message* and *Reply Content*. A rule is a trigger that sends customers the auto reply based on the keyword. You can create up to 200 rules; each rule has a maximum of 10 keywords, while each keyword must be 30 characters or less. In the keyword dropdown menu, you can choose either *Partial Match* or *Full Match*. For *Full Match*, customers have to reply with the exact keyword to trigger the message. For instance, if the keyword is *Menu*, customers have to reply *Menu* to trigger the auto-reply message. If you select *Partial Match* and the keyword that you’ve set is *123*, the auto-reply will be triggered as long as *123* is in the reply. However, if customers only reply with *12*, the auto-reply will not be triggered and the message will not be sent. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20auto%20reply%20on%20WeChat.%20In%20this%20step%2C%20you%20need%20to%20add%20rules%20to%20your%20keyword%20auto%20reply.%20Make%20sure%20to%20fill%20in%20the%20rule%20name%2C%20keywords%2C%20message%20content%20and%20click%20save.](https://images.ctfassets.net/ph8r57dk1q9w/07hNwbK7faqJitjOXk6bT/df71bd1d42cd335b6709b2e41ba4cc64/0_842a7cf6a225787d611f8aa43c7cc90f.png) You can set up to five auto-reply messages in a single rule, and there are five message types you can set: article, text, audio, image and video. Under the Reply Method, there are two options to pick: *Send All Content* and *Randomly Select 1*. If you choose *Send All Content*, all auto-reply messages will be sent. If you pick *Randomly Select 1*, WeChat will randomly select a message and send it to your customers. This only works when you have different variations of the same message content. Finally, click *Save*. Now, whenever customers send a message containing the keyword, they will receive the Keyword Auto Reply message immediately. #### How to Set Up Message Received Auto Reply and Followed Message on WeChat Official Accounts The steps to setting up Message Received Auto Reply and Followed Message are slightly different than the former. Refer to the steps below to set them up. On your WeChat Official Accounts homepage, click *Auto-Reply* on the left panel under *Function*. Then, select either *Message Received Auto Reply* or *Followed Message*. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20auto%20reply%20on%20WeChat.%20To%20set%20up%20Message%20Received%20Auto%20Reply%2C%20you%20need%20to%20click%20auto%20reply%20on%20the%20left%20panel%2C%20craft%20your%20auto%20reply%20message%20and%20click%20save.](https://images.ctfassets.net/ph8r57dk1q9w/g0tqqgZ4ybz7hPUb7ZN65/d6e466591b8f046a2490790f691fbb70/1_544fb652b08231ae046993aff8074128.jpeg) Next, craft your auto-reply message. You can choose to send a text message, an image file, an audio message or a video. Finally, click save. For *Followed Message*, the message will be sent the moment customers follow you on WeChat. As for *Message Received Auto Reply*, whenever customers send a message, the auto reply that you’ve set will be automatically sent unless the message contains the specific keyword that you’ve set in your Keyword Auto Reply. If that’s the case, then the Keyword Auto Reply message will take precedence. Next, we’ll show you how to set up another WeChat auto reply method, using respond.io. #### How to Set Up WeChat Auto Reply on Respond.io While the auto-reply feature on WeChat Official Accounts allows you to automate specific replies, they’re limited to sending greeting messages and auto replies that are triggered by keywords. ![This%20is%20an%20image%20that%20shows%20the%20benefits%20of%20setting%20up%20auto%20replies%20on%20respond.io.%20First%20of%20all%2C%20you%20get%20to%20customize%20and%20automate%20responses%20based%20on%20customers%27%20inquiries.%20You%20can%20also%20exchange%20information%20with%20your%20CRM%20and%20finally%2C%20you%20can%20also%20route%20contacts%20to%20the%20right%20team.](https://images.ctfassets.net/ph8r57dk1q9w/6ge1z9aVICbvqAkyLn917r/00084d189f1c6379cd93d01665486d64/WeChatAutoReplyImage04_7d4ad891bea6a72d24a286e2d50229bc.png) If you want more advanced automation, you need a messaging platform like respond.io. Automating messages aside, you can customize responses based on who Contacts are or where they’re at in the customer lifecycle, use [HTTP requests](https://help.respond.io/support-use-case/enrich-customer-data) to exchange contact information with your CRM and [route customers to the right team](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) with [Workflows](https://help.respond.io/workflows/workflows-overview). Once you’ve [connected your WeChat Official Account to respond.io](https://help.respond.io/channels/wechat), follow the instructions below to set up auto-reply messages for your business. 1\. **Click** Workflows on the side navigation menu and click on *Add Workflow*. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20auto%20replies%20on%20respond.io.%20First%2C%20click%20workflows%20and%20then%20add%20workflow.](https://images.ctfassets.net/ph8r57dk1q9w/4m1NXgYRpzHe6nzaJkqFoJ/769419c680d707c553d1abb2db8485aa/UploadWeChatlogo_a133d5a2a2b130637efa8cb423d16ef0.png) 2\. **Set** the Workflow Trigger to Conversation Opened. ![This%20is%20a%20screenshot%20that%20shows%20the%20process%20of%20setting%20auto%20replies.%20Set%20the%20Workflow%20Trigger%20to%20Conversation%20Opened.](https://images.ctfassets.net/ph8r57dk1q9w/37SiFF75P20JrO3DcJchd1/230371dd1dce1d3046622f0aa6186cb8/UploadWeChatlogo1_5a3f0f3f6515f3660de36b90e7aac51d.png) 3\. **Add** the [Date & Time](https://help.respond.io/workflows/workflow-steps?&_ga=2.23991038.515869905.1666315514-344512841.1662085116#step_date_time) [Step](https://help.respond.io/workflows/workflow-steps?&_ga=2.23991038.515869905.1666315514-344512841.1662085116#step_date_time) to set your business hours. ![This%20is%20a%20screenshot%20that%20shows%20the%20third%20step%20to%20setting%20auto%20replies%20on%20respond.io.%20Add%20the%20Date%20%26%20Time%20Step%20to%20set%20your%20business%20hours.](https://images.ctfassets.net/ph8r57dk1q9w/6IGPWDVQgkVGFVpt0Q4yZI/15e39a91359183d9b481924d9016bb25/Screenshot2022-10-19at4_15_57PM_54d830b856307979137aec6bbff2f30a.png) Messages that are sent during business hours will fall into the Success Branch, while messages that are sent after business hours will go into Failure Branch. 4\. **Click** on the + button under the Success and Failure Branches to add a [Send A Message](https://help.respond.io/workflows/workflow-steps#step_send_a_message) Step. Make sure you select WeChat as your channel. ![This%20is%20a%20screenshot%20that%20shows%20the%20fourth%20step%20of%20setting%20auto%20replies.%20Click%20on%20the%20+%20button%20under%20the%20Success%20and%20Failure%20Branches%20to%20add%20a%20Send%20A%20Message%20Step.%20Make%20sure%20you%20select%20WeChat%20as%20your%20channel.](https://images.ctfassets.net/ph8r57dk1q9w/28fD1ZZ64nGfWK6ePkWfjw/fead9e0736d6e65390eca2cb10bcfddb/UploadWeChatlogo_2f2474ca83b54a945fc1da79020ee48b.png) 5\. **Draft** your greeting and away messages in the text field. ![This%20is%20a%20screenshot%20that%20shows%20the%20step%20to%20drafting%20your%20greeting%20and%20away%20messages%20for%20auto%20reply%20on%20respond.io.](https://images.ctfassets.net/ph8r57dk1q9w/7DCr5MyoQpeIczXv0UnbRo/e95a9ddd9d2127b26dc9d5a601c9572a/Screenshot2022-10-19at4_25_59PM1_8465996feec491c55abc2e7a51f5fbec.png) 6\. **Add** the [Ask a Question](https://help.respond.io/workflows/workflow-steps?&_ga=2.63485675.515869905.1666315514-344512841.1662085116#step_ask_a_question) [Step](https://help.respond.io/workflows/workflow-steps?&_ga=2.63485675.515869905.1666315514-344512841.1662085116#step_ask_a_question) to get hold of customers’ information so you can contact them when you’re back online. ![This%20is%20a%20screenshot%20that%20shows%20the%20last%20step%20to%20setting%20up%20auto%20response%20messages%20on%20respond.io.%20Add%20the%20Ask%20a%20Question%20Step%20to%20get%20hold%20of%20customers%u2019%20information%20so%20you%20can%20contact%20them%20when%20you%u2019re%20back%20online.](https://images.ctfassets.net/ph8r57dk1q9w/5bn0w3Vhxef6aPT5LqsM4j/5965e121f1e801bedeacede143c4fbc6/Screenshot2022-10-19at4_26_50PM_0aa7d7d6ba91d17e23d843713b7e5173.png) The responses can be saved as [Variables](https://help.respond.io/dynamic-variables/dynamic-variables?_ga=2.52472680.194773839.1665455044-886197988.1660616977), [Contact Fields](https://help.respond.io/workspace-settings/contact-fields?_ga=2.52472680.194773839.1665455044-886197988.1660616977) or [Tags](https://help.respond.io/contacts/contact-details?_ga=2.52472680.194773839.1665455044-886197988.1660616977#tags) to be used in other parts of the Workflow. Once you’re done, save and publish it. And that’s how you set up WeChat auto reply for your business. In the next section, we’ll go through a list of auto-reply message examples businesses can use for different scenarios. ### WeChat Auto Reply Message Samples There are a few scenarios where businesses can use WeChat auto reply: - General welcome messages - Away messages - Holiday greeting messages - Business update messages - Lead capture messages ![This%20is%20an%20image%20that%20shows%20the%20different%20types%20of%20wechat%20auto%20reply%20messages.%20They%20are%20general%20welcome%2C%20away%20messages%2C%20holiday%20greetings%2C%20business%20updates%20and%20lead%20capture%20messages.](https://images.ctfassets.net/ph8r57dk1q9w/2dCz1Yq4nGFQUtIewF75xc/05da61eacff982533ce7660afcdd6a82/WeChatAutoReplyImage05_d4d5c77234d36209bf0ab62f9d545e86.png) These auto replies assure customers that their messages have been received and you will attend to them as soon as possible. We’ve compiled a list of ready-to-use WeChat auto-reply message samples for your business. #### General Welcome Businesses must make a strong first impression as it helps to develop meaningful relationships with potential customers. One easy way to do so is through welcome messages. Here are some welcome message templates to help you craft your WeChat auto-reply messages effectively. ![This%20is%20an%20example%20of%20a%20general%20welcome%20message%20for%20wechat.](https://images.ctfassets.net/ph8r57dk1q9w/70stOINVvTQQnTQg4dedTV/507fe0065af9e4e7b2cb0f33a5534cca/WeChatAutoReplyImage06_9ee7ed584de09d486b00810728fbae16.png) 1\. “Welcome to \[business name\]. We’re glad to hear from you! How may we assist you today?” 2\. “Hello! Thank you for your message! Sit tight and a representative will contact you within 24 hours.” 3\. Hi! Thank you for choosing \[business name\]. Check out our services here: \[link\].” ##### Away Messages Away messages are great as they’re a convenient way to reply to customers’ messages after business hours. Check out the list of away messages businesses can use to inform customers about your availability. ![This%20is%20an%20image%20that%20shows%20an%20example%20of%20an%20away%20message%20for%20wechat.](https://images.ctfassets.net/ph8r57dk1q9w/3MCFEDK4hQoKIMl5R0im3y/c85b8a9d40cc66dbd1c898a9749f2fec/WeChatAutoReplyImage07_6ffdb2fabac83c7b92a8e15cf7b256ec.png) 1\. “Thank you for contacting us. Unfortunately, our business hours are from \[time\] to \[time\]. We’ll get back to you as soon as possible!” 2\. “Hi! We’ve received your message, but this is outside of our business hours. We’ll get back to you within 24 hours.” 3\. “Hello there, we’re currently closed for the long weekend, but we’ll get back to you when we’re back on the \[date\].” #### Holiday Greetings Are you closing your business for the holiday season? Then it’s important to set an auto-reply message to inform customers that you’ll be away. Here’s a list of WeChat auto-reply holiday greeting messages for your reference. ![This%20is%20an%20example%20of%20a%20holiday%20greeting%20message%20for%20WeChat.](https://images.ctfassets.net/ph8r57dk1q9w/7LkCnryahgilJhFMZL0ljL/03f86d3084fbfb8e714ecf93ee7b00bf/WeChatAutoReplyImage08_eebd6ce0eb34ba2544e5dfaaf7d2b7e7.png) 1\. “Happy New Year! Thank you for your message, but we’re away from \[date\] to \[date\]. Our team will get back to you when we’re back on the \[date\].” 2\. “Merry Christmas! We’ve received your message, but we’re busy at the moment. Please be assured that we’ll get back to you within \[hours\].” 3\. “Happy Mother’s Day! To celebrate this special occasion, we’re offering 10% off on selected items \[link\].” #### Business Updates WeChat auto replies can also be used to inform customers of service disruptions or delayed responses during peak periods. Refer to below for some examples your businesses can use. ![This%20is%20an%20image%20that%20shows%20an%20example%20of%20a%20business%20update%20message%20for%20wechat.](https://images.ctfassets.net/ph8r57dk1q9w/1KsckO6ussW3aTVSKq7Qrq/aac98f7bfeb2d8c3fbf56775a351bc35/WeChatAutoReplyImage09_cf0ef49255585eb959c4a181be2b6f26.png) 1\. “Greetings from \[business name\]. Sorry for the service interruption, our team is working hard to get it resolved as soon as possible. In the meantime, please let us know how can we help you.” 2\. “Hello! We’re experiencing a high volume of messages at the moment, please be aware that our responses will be slower than usual. Thank you for your patience.” 3\. “Hi there. We apologize for the service outage and we’re working quickly to fix the issue. Do check out our status page for the latest updates on the issue \[link\]. Regards, \[business name\].” #### Lead Capture Want to turn prospective customers into Contacts? Level up auto-reply messages by requesting their contact details. Here are some examples you can use. ![This%20is%20an%20image%20that%20shows%20an%20example%20of%20a%20lead%20capture%20message%20for%20wechat](https://images.ctfassets.net/ph8r57dk1q9w/LlTeSy4ghwkuZJB9ThfiL/638d526450571a4bd9baf15bf87afc3e/WeChatAutoReplyImage10_a593e049affac10defe46dbf30d887f9.png) 1\. “Sorry, we’re out of the office from \[date\] to \[date\]. Please leave your name and email address and our team will be with you when we’re back.” 2\. “Hello there, thank you for writing in. Can we get your name before we get started?” 3\. “Hello from \[business name\]. Please share your name and email address and a representative will be with you shortly.” That’s everything you need to know about using WeChat auto reply for your business communications. Interested to get started? [Connect your WeChat account to respond.io](https://help.respond.io/channels/wechat) today. ### Further Reading Did you find this article useful? If so, here are some other articles on WeChat that might interest you. - How to Integrate WeChat with a CRM - Here’s Your Guide to Adding WeChat WebChat on Your Website - 6 Ways Companies Use WeChat for Business ## [WeChat CRM: Integrating WeChat with a CRM on respond.io](https:/respond.io/blog/wechat-crm) Need a WeChat CRM to market, sell and support? This blog post will cover everything you need to know about getting a WeChat Integration for your CRM. You’re probably on this blog because you want a WeChat CRM. Here, we’ll help you understand what a WeChat CRM is and what you need to know before getting a WeChat CRM integration. Sharing insights from our firsthand experience of testing WeChat integration across various popular CRMs, we’ll help you choose the right WeChat integration to conduct marketing, sales and support on WeChat. ### What is a WeChat CRM? A WeChat CRM is the integration between a WeChat Official Account API and a CRM. Most businesses want to integrate WeChat with their CRM because they have customers in [China or in countries where the app is popular](https://respond.io/blog/wechat-official-account#toc-mobile-3). However, integrating WeChat into a CRM is not ideal because CRMs were originally built for email communication. In fact, most CRMs do not have native WeChat integration and have to rely on third-party integrations. To get the best WeChat CRM integration for your business, you need to be aware of a few things. ### Getting a WeChat CRM: What You Should Know Here, we’ll help you understand how to use WeChat for business and the types of integrations that CRMs support. #### WeChat for Business There are two ways for businesses to use WeChat: Through the [WeChat Official Account Platform or WeChat Official Account API](https://respond.io/blog/wechat-official-account#toc-mobile-4). Each is designed for different business needs and sizes. For instance, the WeChat Official Account Platform has basic messaging features like receiving and replying to messages and [setting up auto replies based on a simple rule-based system](https://respond.io/blog/wechat-auto-reply). These features are sufficient for businesses receiving low volumes of messages. **WeChat Official Account Platform vs. WeChat Official Account API** | | WeChat Official Account Platform | WeChat Official Account API | | --- | --- | --- | | Best For | Small to Medium Businesses | Medium to Large Businesses | | Message Volume | Low | Mid to High | | Supports Integration | No | Yes | The WeChat Official Account API, on the other hand, is designed for businesses receiving medium to high volumes of messages that need advanced automation to manage their conversations. It is also the only way for businesses to connect WeChat with external software. Because the WeChat Official Account API is just an API, it does not have an interface. So, businesses must connect it to an [AI-powered customer conversation management software](https://respond.io/blog/conversational-ai-platform) like respond.io or a CRM to send and receive WeChat messages. Note that what you can do with the API will differ according to the software you’ve connected it to, so it’s important to know the types of WeChat integrations that your CRMs support. #### WeChat CRM Integrations The WeChat integration you choose depends heavily on your business needs and current CRMs. Depending on what your CRMs support, you'll either have the option to get WeChat through a native integration or a third-party integration. However, because CRMs were not built for messaging, CRMs with native integration like Zendesk, cannot fully support WeChat features like videos, locations and more. ![Image%20showing%20the%20different%20types%20of%20WeChat%20CRM%20integration%20options%3A%20native%20and%20third-party.](https://images.ctfassets.net/ph8r57dk1q9w/PupsX3TTyrq3hy6zuqNoU/272b329adecc5595e0ce05da9f8f000e/WeChatCRMImage02_dd886e33935ed23b4ef67fd49e039d75.png) Plus, the native integration limits the WeChat Official Account API to a single CRM. This means that if you have multiple CRMs and want to integrate WeChat to exchange information with all of them, you won’t be able to do so. Thankfully, most CRMs support third-party integrations to let their customers choose the best way to use WeChat. This enables you to use the respond.io customer conversation management software, designed specifically for messaging. It lets you connect WeChat with multiple CRMs to exchange information between them and send rich media messages, locations and more to customers on WeChat. ![Connect%20WeChat%20with%20multiple%20CRMs%20via%20respond.io%20to%20exchange%20data%20and%20send%20rich%20messages.%20Use%20it%20as%20an%20omnichannel%20inbox%20for%20instant%20messaging%2C%20email%2C%20and%20webchat.%20Automate%20conversations%2C%20route%20contacts%2C%20and%20manage%20agent%20workloads%20with%20advanced%20tools.](https://images.ctfassets.net/ph8r57dk1q9w/6SUdNtCb1j34Pd97gxaqZv/575ea00cd579f6a1335096ee77fe8d56/WeChatCRMImage03_780fb4e08f175b26abb1dd99b8b4dcee.png) Respond.io provides an [omnichannel messaging inbox](https://respond.io/blog/omnichannel-communication) that allows you to use instant messaging apps along with traditional channels like email and webchat. It provides businesses with [advanced AI tools](https://help.respond.io/workspace-settings/workspace-setting-respond-ai) to manage conversations from these channels, automatically [route](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) and [assign](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) conversations, [keep track of agents' performance](https://help.respond.io/dashboard-reporting/reports-overview) and more. We’ll cover more of this later. Now, let's look at how to integrate any CRM with respond.io to use WeChat. #### Integrating WeChat with a CRM on respond.io First, you need to [sign up for a WeChat Official Account](https://respond.io/blog/wechat-official-account#toc-mobile-6) and [connect it to respond.io](https://help.respond.io/channels/wechat#connecting_we_chat). Then, create a new [Workflow](https://help.respond.io/workflows/workflows-overview) and add the [HTTP Request Step](https://help.respond.io/workflows/workflow-steps#step_http_request) to connect any CRM with WeChat on respond.io. This will allow you to exchange information with your existing CRM while messaging customers on respond.io. Businesses can [qualify sales leads](https://help.respond.io/sales-use-case/inbound-sales-enrich-contact-data-and-qualify-leads), retrieve [updated contact profiles](https://help.respond.io/support-use-case/enrich-customer-data) or [create deals](https://help.respond.io/sales-use-case/using-respond-io-to-create-deals-in-a-crm) and [tickets](https://help.respond.io/support-use-case/create-tickets) in external CRMs from the platform. They don't have to go back and forth between their CRM and the respond.io inbox to reply to WeChat messages. Now, let's look at how you can use respond.io to market, sell and support over WeChat. ### How to Use respond.io for WeChat Marketing, Sales and Support Now that you have all the information you need, here’s how you can use respond.io for WeChat marketing, sales and support. #### WeChat Integration for Marketing To reduce spam and protect users’ privacy, WeChat does not allow businesses to import contacts. Customers must message a business first to become a contact. With respond.io, businesses can encourage inbound conversation with [QR Codes](https://respond.io/blog/wechat-official-account#toc-mobile-10) and [WeChat Widgets](https://respond.io/blog/wechat-integration-with-website). They can also set up WeChat Ads that direct leads to their Official Account on the WeChat Official Account Platform. After landing on your Official Account, they are just one step away from following and messaging you. ![WeChat%20limits%20contact%20import%20to%20prevent%20spam%20and%20protect%20privacy.%20Use%20respond.io%20to%20drive%20inbound%20messages%20with%20QR%20Codes%2C%20Widgets%2C%20and%20WeChat%20Ads%20directing%20leads%20to%20your%20Official%20Account%20for%20easy%20follow-up%20and%20messaging.](https://images.ctfassets.net/ph8r57dk1q9w/4kIOtrQKhzJXG7TmlDjVcr/541e2a96858f8242d0f996c0bbcc532c/WeChatCRMImage04_3b18a09d7b881f407479241ffd49e15f.png) Once a lead contacts you, you can use Workflows to [collect basic information](https://respond.io/blog/pre-chat-survey#toc-mobile-10) to identify whether the lead is new or existing. Suppose they are an existing contact and have previously messaged you on another channel. You can [merge their contact information](https://respond.io/blog/merge-contacts#toc-mobile-4) to get a complete view of their interactions with your business. You can also exchange and retrieve their contact information on your CRM. If a lead is new, you will automatically capture their details and add them as contacts when your Workflow is configured correctly. #### WeChat Integration for Sales By integrating a sales CRM with WeChat on respond.io, businesses can exchange data between both platforms while carrying out sales-related tasks. They can qualify leads and create deals with a [click of a button](https://respond.io/blog/march-2022-release-new-shortcuts-feature-and-website-chat-logged-in-user-id#toc-mobile-0) while chatting with customers. With respond.io, businesses can automate their sales cycle to ensure that agents can focus on high-priority leads. For instance, businesses can have an [AI Agent](https://help.respond.io/workflows/step-respond-with-ai) to serve as the initial responder to handle routine lead inquiries or send automated [qualifying questions](https://respond.io/blog/question-bot) when a lead contacts them. Based on the sales funnel leads fall into, businesses can [route](https://help.respond.io/sales-use-case/routing-leads) them to the right team and [assign](https://help.respond.io/sales-use-case/auto-assign-leads-to-sales-agents) them to the right agent. ![Integrate%20a%20sales%20CRM%20with%20WeChat%20on%20respond.io%20to%20exchange%20data%20and%20manage%20sales%20tasks.%20Qualify%20leads%2C%20create%20deals%2C%20and%20automate%20the%20sales%20cycle%20for%20efficiency.%20Ensure%20equal%20lead%20distribution%20and%20automatic%20lead%20assignment%20to%20dedicated%20salespeople.](https://images.ctfassets.net/ph8r57dk1q9w/5k2j2LaGy0v9K3T6mnIc9O/75c233762cff7aa999fdb856e24e20b3/WeChatCRMImage05_9e52e4a768bc44b8f26828147aa1f7b4.png) The highly customizable nature of respond.io’s Workflows gives managers the freedom to implement their routing logic, like routing leads by priority access, deal size, region or more. Plus, they can [ensure equal lead distribution](https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-5) among the sales team and assign existing customers to their dedicated salesperson automatically. As Agents will have to communicate with customers from different backgrounds, they can use [AI Prompts](https://help.respond.io/messages/interacting-with-respond-ai) to refine messages for clarity, translate them to overcome language barriers and more so their messages are communicated effectively. These features can also be used for WeChat customer support. #### WeChat Integration for Customer Support Businesses can improve their customer support efficiency by automating customer support. They can automate FAQs and send [multiple-choice questions](https://respond.io/blog/question-bot) with pre-determined answers to help customers communicate what they want clearly. Similar to the AI Agent’s capabilities mentioned in the sales use case above, businesses can use AI to handle routine inquiries and escalate complex or sensitive issues to human agents. This task is even more effective if you use your AI Agent to leave internal comments for context. Businesses can use automation to [route](https://help.respond.io/support-use-case/route-customers) leads to the right team and [assign](https://help.respond.io/support-use-case/auto-assign-customers) them to the right agent according to their needs. As a result, agents are saved from performing repetitive tasks and can focus their resources on critical issues. ![Image%20of%20icons%20depicting%20benefits%20of%20using%20respond.io%20for%20WeChat%20integration%20for%20customer%20support.%20Automate%20support%20with%20FAQs%20and%20quick%20questions%20for%20clarity.%20Escalate%20cases%20or%20seek%20help%20easily.%20Measure%20success%20with%20CSAT%20surveys%20and%20track%20performance%20via%20analytics.](https://images.ctfassets.net/ph8r57dk1q9w/v66i1lmhIHixNZ47vd89R/bb9a784fe85fcf0def7b2bdabb1bd2ce/WeChatCRMImage06_4e20cbf5fa3084be6f9ff05bb99f01a9.png) To ease agents' workload further, tools like [AI Assist](https://help.respond.io/messages/using-ai-assist) provide agents with quick access to relevant information from knowledge bases or existing resources. This allows them to respond quickly and accurately to customer inquiries with just a click of a button, enhancing response times and contributing to a more satisfying customer experience. Suppose an agent cannot resolve an issue. They can request a manager's help through [internal comments](https://help.respond.io/contacts/contact-activity#comments) or [escalate the case](https://respond.io/blog/escalation-management) to external CRM platforms in one click while conversing with customers. To measure the success and quality of a company’s customer support, businesses can send a [CSAT survey](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) or track individual or team performance via the advanced [Reports and Analytics Module](https://help.respond.io/support-use-case/reporting-for-support). The best part is, you can carry out all your tasks anywhere with the respond.io mobile app which is available on [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955). Ready to use WeChat on respond.io? [Sign up for our free trial](https://app.respond.io/user/register) and enhance your business communications today! ### Further Reading We hope this article was useful. Here’s some additional reading that might interest you. - The Ultimate Guide to WeChat Business - How to Use WeChat Integration with Website - Escalation Management: A Guide to Customer Escalation ## [WeChat Customer Service: A WeChat Support Guide](https:/respond.io/blog/wechat-customer-service) Are your customer WeChat users? If so, you should make sure to provide the best WeChat customer service. Learn how to do it with our WeChat Support guide. In countries where WeChat is popular, businesses use it as a customer support channel. If your customers are WeChat users, look no further. In this guide, we’ll take you through everything you need to know to get started with WeChat customer service and show you the benefits of using respond.io as an inbox for WeChat support teams. ### WeChat Customer Service vs Traditional Support Methods Traditionally, companies do customer support over the phone, email and website chat. But these channels have major limitations. Let’s discuss what these limitations are and why WeChat could be a good fit for your customer support needs. #### Limitations of Traditional Support Methods For a start, conversations with customers are difficult to track on traditional messaging channels. This isn’t ideal for support agents, who need to examine past interactions with customers to understand their cases and provide the best solutions. Plus, companies using email as their main channel for customer communication are prone to have scattered conversations for the same contact, which makes building a single customer story complicated. This is often caused by agents forgetting to CC someone else, or a customer messaging the company using a different email address. When conversations are scattered and hard to track, customers need to repeat their case to support agents every time they need assistance. This is not only detrimental to customer satisfaction but also to case resolution times. ![This%20image%20shows%20the%20limitations%20of%20traditional%20support%20channels%20compared%20to%20using%20support%20WeChat](https://images.ctfassets.net/ph8r57dk1q9w/1xX9xcLB6lBiDesAtiQASp/5c3e6cfff9a19b63903a53d60cb0aa31/WeChatCustomerSupport_Image01_052a3936c20683048cb1d0338af01a48.png) Last, customer support over the phone or via website chat generally costs more. As contacts and support agents must be simultaneously connected to talk, companies need to hire more staff. There are several reasons why doing customer support over an instant messaging channel is a better choice. Let’s see what a popular messaging channel like WeChat has to offer compared to the ones mentioned above. #### WeChat Customer Service: Is it for You? With 1.29 billion monthly active users in 2022, [WeChat is highly popular in Mainland China](https://respond.io/blog/top-messaging-apps#toc-mobile-3), with certain overseas popularity in countries like the US, Indonesia, Taiwan and Vietnam, among others. But WeChat is not just a chat app. In fact, it has plenty of features that Chinese citizens use in their daily lives. For instance, [WeChat Pay](https://respond.io/blog/wechat-official-account#toc-mobile-1) is one of China's most popular payment methods. In addition, millions of people use WeChat [Mini-programs](https://respond.io/blog/wechat-official-account#toc-mobile-2) every day to shop, play games, get coupons and more. In short, if your customers are located in China, consider providing WeChat customer service. WeChat allows agents to trace conversations in the chat thread. Thanks to that, they can easily identify contacts, their past interactions with the company, and the best way to help them with their current issue without unnecessary questions. ![This%20image%20shows%20the%20benefits%20of%20using%20support%20WeChat%3A%20Traceable%20conversation%20history%2C%20flexible%20conversation%20pace%20and%20shorter%20resolution%20times](https://images.ctfassets.net/ph8r57dk1q9w/3ox9hJEXNwfasu9Fhc3kmZ/134b5597aee5cc9dd03016fde2ce523c/WeChatCustomerSupport_Image02_a6e8a90c224cf176a042a61085f8abc2.png) Instant messaging channels like WeChat are also versatile when it comes to communication pace. With WeChat connected to the right inbox solution, support agents can give priority to customers with pressing issues that need immediate help. On the other hand, customers can choose to respond to agents in due time, which is a more pleasant experience for them. Because agents have access to the conversation history, and there is only one thread per contact, they can do their job more effectively and shorten conversation resolution times. Before you start using WeChat for customer support, there are some points that you should be familiar with. ### WeChat Customer Service: What You Should Know Unless you are a micro or small business, you shouldn’t use the WeChat app for customer service as it’s not designed with businesses in mind— it doesn’t allow multiple users, has no automation builder and lacks contact management tools like tags or user fields. In addition, the WeChat app has no API, which is necessary to [integrate WeChat with business software or CRM](https://respond.io/blog/wechat-crm), so medium to large businesses should apply for a WeChat Business Account. Unfortunately, these are not that easy to understand. Don't fret, we’re here to break it down for you. In this section, we’ll explain the different types of WeChat business accounts, which messaging inbox to choose and what messaging rules your WeChat support team will encounter. #### WeChat Customer Service: Business Account Types When applying for a WeChat Business account at the [WeChat Official Accounts Platform](https://mp.weixin.qq.com/cgi-bin/loginpage?t=wxm2-login&lang=en_US), businesses will need to choose between the following account types: - Mini Program - WeChat Work - Subscription Account - Service Account For businesses doing customer support over WeChat, a Service Account is the way to go. As the name suggests, it’s designed for customer service and it offers more visibility and features than the other account types. ![This%20image%20shows%20the%20benefits%20of%20using%20support%20WeChat%3A%20Traceable%20conversation%20history%2C%20flexible%20conversation%20pace%20and%20shorter%20resolution%20times](https://images.ctfassets.net/ph8r57dk1q9w/6tMDWKZGIedg22qy1fHUhB/4369a38a3ded622b9ad14d666ab169de/Screenshot2022-10-19at12_35_36AM_1a567ee6f9bed9dec26630f08873e030.png) WeChat Service Accounts are displayed on the customers’ chat feed just like regular contacts. Most importantly, WeChat Service Account users have access to the WeChat API, allowing businesses to integrate it with their CRM or messaging inbox. Creating a WeChat Service Account is free. However, WeChat gives businesses 30 days to apply for account verification. The [WeChat Service Account verification process](https://respond.io/blog/wechat-official-account#toc-mobile-7) involves submitting documentation and a USD 99 yearly verification fee. Businesses that don’t apply for the verification process within 30 days from the account creation date will get their Service Accounts canceled. #### WeChat Customer Service: Messaging Rules WeChat has implemented a series of rules for Service Account users to deter businesses from spamming. For a start, contact lists can’t be imported. Customers have to message you first before you add them to your contact list. Upon receiving an inquiry, support agents have a 48-hour messaging window to exchange messages with the customer. After the 48-hour session expires, agents won’t be able to keep messaging, unless customers reopen the messaging window with a new message. Luckily, you have the option to reopen the conversation through other messaging channels including SMS and email with [respond.io’s omnichannel inbox](https://respond.io/integrations). More on this in a later section. ![This%20image%20shows%20the%20most%20important%20WeChat%20customer%20support%20rules%3A%20Contacts%20must%20message%20you%20first%2C%20and%20there%20is%20a%2048-hour%20messaging%20window](https://images.ctfassets.net/ph8r57dk1q9w/2LGHIPFp5tpIEZBwjlwprU/f6359c247746ef383b72343ea7035c77/WeChatCustomerSupport_Image03_3088d932fae2a6e3dfccb21693a787dd.png) But how can customers contact your business on WeChat? They can search for your Service Account in the app by display name (which must be unique) and keywords in the description. You can also use a [WeChat QR code](https://respond.io/blog/wechat-integration-with-website#toc-mobile-0) on your website or in a physical store to encourage customers to chat with you. Last but not least, remember to follow [WeChat’s Acceptable Use Policy](https://www.wechat.com/en/acceptable_use_policy.html) to avoid getting your account canceled. For example, businesses are not allowed to use WeChat to advertise alcohol, tobacco and medical products that require licensing. WeChat also reserves the right to take action against your account if you are using fake personal information. #### WeChat Customer Service: Choosing a Messaging Inbox Your customer support team will need to have access to an inbox for multiple users to assign contacts, escalate cases and keep supervisors updated. As a WeChat Service Account user, these are the two main options. - Use the inbox provided by the WeChat Official Account platform - Connect WeChat API to a messaging inbox of your choice The WeChat Official Account inbox supports up to 100 users, which suffices for many companies. However, it lacks automatic contact routing and agent assignment, so supervisors have to manually assign the contacts or let agents pick them manually. As you can imagine, this can be very problematic — agents dodging cases that are difficult to solve, uneven workload distribution, etc. ![This%20image%20shows%20two%20WeChat%20API%20support%20inboxes%20for%20medium%20to%20large%20size%20businesses%3A%20The%20WeChat%20official%20Account%20inbox%20and%20respond.io%20+%20WeChat%20API](https://images.ctfassets.net/ph8r57dk1q9w/72jLkUGq1H5Q8I2ZOXumM5/1ea8a74e4fb4c7d377d2e4b9b0b07673/WeChatCustomerSupport_Image042_b7c069039c93abdd6ab1e55ecb5df4d7.png) The WeChat Official Account inbox also includes an analytics dashboard with several widgets that managers can use to track different metrics. Unfortunately, there’s no way to filter metrics by agent or team. This inbox does not excel at contact management tools either. In fact, tags are the only available way to categorize contacts. And when it comes to automation, you’ll only find [three types of auto-replies](https://respond.io/blog/wechat-auto-reply). If your customers communicate with you through messaging channels other than WeChat, you should consider investing in an omnichannel inbox like respond.io. This will give you access to cutting-edge automation features, detailed reports and analytics, advanced contact management tools and more. ### WeChat Customer Service on Respond.io: Quick Wins Now you have all the information you need to use WeChat as a customer support channel. But to take your customer support game to the next level, [sign up for a respond.io account](https://app.respond.io/user/register) and [connect WeChat as a channel](https://help.respond.io/channels/wechat#connecting_we_chat). By doing so, you’ll have access to multiple features that will improve the way your agents do customer support. Next, we’ll explore some of the benefits of using respond.io as a messaging inbox for WeChat support. #### WeChat Support: Convert Page Visitors into Contacts with a WeChat QR Code As mentioned, WeChat QR codes encourage customers to chat with your support team, and you can easily create them with respond.io. Plus, WeChat QR codes are a good way to grow your respond.io contact list from your website or physical store. ![This%20image%20shows%20how%20to%20use%20a%20WeChat%20QR%20code%20on%20your%20website%20for%20WeChat%20customer%20service%20](https://images.ctfassets.net/ph8r57dk1q9w/4q8wEfdWAmjEWAjOtoYnG4/9358b51da504bc4e68b8d6ec9e343445/Screenshot2022-10-21at10_23_39AM_b833d7e8ee48387476922ca557684cdc.png) To become respond.io Contacts, customers only need to send a message through WeChat or any other messaging channel. [Contacts can be easily identified](https://respond.io/blog/merge-contacts#toc-mobile-4) even if they had previously messaged your customer service team through another channel. Knowledge is power. As mentioned earlier, getting insight into an existing customer’s profile gives support agents context and helps them provide Contacts with a better solution. #### WeChat Support: Use Chat Automation to Answer FAQs, Route Customers and Escalate Cases The [Workflows Module](https://help.respond.io/workflows/workflows-overview) is respond.io’s visual automation builder. Companies use them to automate repetitive tasks, which helps reduce agent load. Here’s how you can use them to automate some common WeChat customer service processes. Answering frequently asked questions takes too much of your support agents’ time. To fix that, create a [Multiple Choice Question Workflow](https://help.respond.io/workflows/workflow-steps#step_ask_a_question) to answer common inquiries. Just make sure you give customers the option to talk to an agent for more complex issues. Traditionally, support agents manually pick conversations whenever they are available to handle new customers. However, this brings along problems like uneven conversation distribution or avoidance of difficult cases. ![This%20image%20shows%20a%20respond.io%20Workflow%20for%20shift%20based%20routing.%20It%20is%20one%20of%20the%20most%20popular%20ways%20to%20route%20conversations%20for%20customer%20service%20WeChat](https://images.ctfassets.net/ph8r57dk1q9w/6e8fd6rvo28KCCto1JycaP/ca9d231ff6565bda686fba4b2fcf19d5/Screenshot2022-10-21at10_54_29AM_7c0fb42bf1597235a0028fec026e05d5.png) Instead, we suggest you build a Workflow implementing your preferred [chat routing strategy](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) to pass inbound WeChat messages to the right support team. Then, customize your [automatic assignment strategy](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) so they reach an available agent. Respond.io makes support escalation easy too — literally at the click of a button. [Using Shortcut as a Trigger](https://help.respond.io/workflows/workflow-triggers#trigger_shortcut) in your case escalation Workflow allows agents to pass conversations to the sales team or a higher rank agent. And this can be triggered from the [Messaging Console](https://help.respond.io/messages/messages-overview#messaging_console) itself. Last, support agents have the option to leave a comment explaining the reason for the case escalation. #### WeChat Support: Collect Customer Feedback with CSAT Surveys [CSAT surveys](https://respond.io/blog/csat-customer-satisfaction-score) are one of the most popular ways to measure the levels of customer satisfaction with a company’s support teams. CSAT surveys are built in the Workflows Module with a [Rating Step](https://help.respond.io/workflows/workflow-steps#step_ask_a_question), which belongs in the Ask a Question category. Some prefer to automatically trigger a CSAT survey at the end of every conversation by using the [Conversation Closed Trigger](https://help.respond.io/workflows/workflow-triggers#trigger_conversation_closed). To have complete control over when to send them, use the Shortcut Trigger instead. ![This%20image%20shows%20a%20CSAT%20survey%20built%20with%20respond.io%20Workflows%20for%20WeChat%20support%20teams](https://images.ctfassets.net/ph8r57dk1q9w/7HoJfqtbEOQqozomFpHuD6/1f827988920238a5db34085a5d7a5930/Screenshot2022-10-21at11_06_07AM_8179212ea455968a605164c903245400.png) When it comes to saving customer ratings, here are our suggested options. If your support teams operate with a data warehouse or CRM, use an [HTTP Request Step](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-8) to transfer the ratings to your software of choice. If that doesn’t work for your support team, set up an [Add to Google Sheets Step](https://respond.io/blog/csat-customer-satisfaction-score#toc-mobile-9) to upload them to Google sheets. #### WeChat Support: Gain Access to Advanced Reports and Analytics The respond.io platform features a [Reports Module](https://help.respond.io/support-use-case/reporting-for-support) where supervisors have access to detailed reports and analytics. These can be refined using filters to identify long-term trends or pinpoint specific issues. For example, having too many conversations open outside of business hours indicates that your business needs an additional support team to handle customers at that time of the day. ![This%20image%20shows%20the%20respond.io%20Reports%20Module%2C%20where%20supervisors%20can%20keep%20track%20of%20trends%20and%20specific%20issues%2C%20including%20the%20performance%20of%20their%20support%20WeChat%20teams](https://images.ctfassets.net/ph8r57dk1q9w/385D64AFxXm9D8IU2Ym71h/fd5b3d9148e46535a024389679e3affc/Screenshot2022-10-21at11_12_39AM_13fe40b3a0165084068726de9a199923.png) The Reports Module is a tool to measure agent performance too. Inside the [Users tab](https://help.respond.io/dashboard-reporting/reports-users), supervisors will find important metrics such as the average first response time or average resolution time of every agent. #### WeChat Support: Answer Messages Anywhere with the Mobile App For agents on the go, the respond.io app contains all the features you’ll find on the desktop version, pocket-sized. With it, support agents can chat with customers even if they’re away from their desks. ![This%20image%20shows%20respond.io%20as%20a%20cross-platform%20solution%2C%20allowing%20you%20to%20chat%20with%20customers%20wherever%20you%20are%20](https://images.ctfassets.net/ph8r57dk1q9w/1H1PrhHeL5VUcAUHKPLXIT/a38db73c62eb36aeed9d5e1298fa074d/FBPushNotificationsImage092_063c0a4045b81d03b2493c738dbe30cc.png) Agents will receive a push notification every time they receive a new message or when they are assigned new Contacts. Thanks to that, they can stay updated and reduce response times. To get the respond.io app, download it from [Google Play Store](https://play.google.com/store/apps/details?id=com.respond.inbox.io&hl=en) for Android and [Apple App Store](https://apps.apple.com/my/app/respond-io-inbox/id1667772955) for iOS. ### Further Reading If you found this article interesting, have a look at the following customer service articles. - Escalation Management: A Guide to Support Escalation - Line Customer Service: A How-to Guide - WhatsApp Customer Service: A How-to Guide ## [WeChat Official Account: The WeChat Business Ultimate Guide](https:/respond.io/blog/wechat-official-account) This is the guide for you if you're interested in the Chinese market. Companies all over are interested in creating a presence in China. One of the best ways of doing this is by using WeChat for Business. This guide is going to be a little more intricate than the others because WeChat is one of the more mysterious messaging apps. If you want to create a business presence in China, you’re probably wondering how to use WeChat Business. This article will cover the differences between a WeChat Subscription Account and WeChat Service Account, how to create WeChat Official Account and the WeChat Official Account verification process. ### What is WeChat? At first glance, WeChat looks a lot like WhatsApp. But WeChat is more than just a messaging app. It’s a do-everything app that lets you send money, read articles, and even apply for loans! Here’s a brief introduction before we get into the features. Developed by Chinese conglomerate Tencent, Weixin (微信) was launched in China in January 2011. By 2012, its number of users reached 100 million. In the same year, Weixin was renamed WeChat for the international market. Nowadays, the platform is available in 17 languages. ![This%20is%20a%20picture%20of%20the%204%20main%20panels%20of%20wechatChats%20and%20Contacts%20are%20what%20you%20would%20expect%2C%20containing%20your%20conversations%20and%20friends%20on%20WeChat.%20Interestingly%2C%20the%20Contacts%20panel%20has%20rather%20advanced%20organizational%20features%20including%20folders%20and%20tags.%20Discover%20holds%20all%20the%20random%20WeChat%20features%20that%20don%u2019t%20fit%20into%20any%20other%20panel.%20Last%20but%20not%20least%2C%20the%20Me%20panel%20is%20where%20users%20have%20access%20to%20personal%20items%20like%20settings%2C%20stickers%20and%20their%20profile.%20The%20Me%20panel%20also%20holds%20WeChat%20Pay.](https://images.ctfassets.net/ph8r57dk1q9w/VX0u0U5rXSg1r53uzys0a/3744bf7aff9026cc47855707eada8ddf/Icompress_b843314ef7ecf6d2448e9e1d4795f488.jpg) WeChat has four main tabs. Chats and Contacts are what you would expect, containing your conversations and friends on WeChat. Interestingly, the Contacts tab has rather advanced organizational features including folders and tags. The Discover tab holds a selection of entertainment and activity options like games or Mini Programs. Last but not least, the Me tab is where users have access to personal items like their settings, stickers and profile. Next, we’ll introduce you to WeChat’s popularity around the globe. #### Where is WeChat Popular? WeChat is [the most popular chat app in China](https://respond.io/blog/top-messaging-apps#toc-mobile-8). Over the past few years, the app has seen tremendous growth in the number of global users. In 2012, WeChat had 50 million monthly active users; that number has skyrocketed to 1.31 billion in 2022. Around 79% of China's population uses WeChat and it hasn’t [had any competitors until](https://respond.io/blog/the-top-3-chinese-chat-apps) [recently](https://respond.io/blog/the-top-3-chinese-chat-apps). However, WeChat is unlikely to lose its crown because its features power the interactions of everyday life. ![This%20is%20a%20map%20of%20the%20countries%20where%20WeChat%20has%20seen%20the%20fastest%20user%20growth.%20So%20where%20is%20WeChat%20popular%3F%20WeChat%20has%20always%20dominated%20the%20Chinese%20market.%20WeChat%20is%20also%20seeing%20success%20in%20countries%20like%20Botswana%2C%20Taiwan%2C%20Hong%20Kong%2C%20and%20Macau.%20However%2C%20even%20in%20countries%20where%20WeChat%20does%20not%20have%20significant%20market%20share%2C%20it%20is%20extremely%20popular%20amongst%20the%20Chinese%20diaspora.%20Read%20on%20to%20find%20out%20why%20is%20WeChat%20so%20popular%20in%20China%20and%20and%20why%20is%20WeChat%20so%20popular%20in%20other%20countries.](https://images.ctfassets.net/ph8r57dk1q9w/780sS61GChCPcYys4phMo8/50a4499d44ac7e312ff138bf28d3f402/UltimateGuide_WeChatforBusiness2_0Image011_b09dc939b8151d871e3b8e2bbb04c413.png) Before, we mentioned how WeChat is a mega app with plenty of functionalities. Let’s dive into some of the most popular WeChat features, starting with WeChat’s digital wallet. #### WeChat Pay WeChat Pay is WeChat’s in-app digital wallet. When this feature was introduced in 2016, WeChat already had 430 million users, many of whom adopted it quickly as a payment method. Five years later, WeChat Pay has doubled this figure with 900 million users. Convenience is another reason behind WeChat Pay’s success. Upon registering their bank account details, users can easily make person-to-person transactions, pay bills and pay for purchases inside the app or at physical stores that support WeChat Pay. ![Screenshot%20of%20WeChat%20Pay%20interface%20with%20QR%20code%20censored](https://images.ctfassets.net/ph8r57dk1q9w/1x9kBC353Bkcd3nXWGiVzS/8382cdf49f584177727524dae628a11d/Wpcompress_48910448fecd1f4c19079af97a62c08a.jpg) To enable in-store payments, customers scan or display their QR codes. The simplicity and cost-effectiveness for businesses to use QR codes rather than expensive payment terminals have made WeChat Pay wildly popular in physical stores and online. [WeChat Pay is one of the most common payment methods in China](https://www.weareplanet.com/blog/most-popular-chinese-payment-methods), but it’s also used overseas. In fact, it supports 13 different currencies in 25 countries and regions such as US, UK, Australia and Hong Kong. #### WeChat Mini-Programs Mini Programs are “mini-applications” built within the WeChat platform with endless functionalities: e-commerce, membership cards, games, bike rentals,etc. Businesses that run campaigns via Mini Programs can also issue coupons that users redeem to get discounts on purchases inside the app. ![This%20is%20a%20picture%20of%20the%20screenshots%20of%20WeChat%20Mini%20Programs.%20Mini%20Programs%20are%20apps%20within%20WeChat%2C%20making%20WeChat%20more%20than%20just%20a%20messaging%20platform.%20The%20functionalities%20of%20Mini-Programs%20are%20endless%20including%20e-commerce%2C%20coupons%2C%20membership%20cards%2C%20games%2C%20rentals%2C%20AI%20fortune-telling%20and%20more.](https://images.ctfassets.net/ph8r57dk1q9w/2PLg3s80o0FG06wLiYks1I/fe12bd8fc644b5d5f9614ca751780da4/miniplongss_800320788156f3b5b90a0814887ac336.PNG) [Businesses like yours use WeChat](https://respond.io/blog/how-companies-do-wechat-advertising) as a customer messaging channel. But first, you need to know which WeChat business account best suits your needs. ### WeChat Business Accounts If you’re looking for a WeChat Business Account, you have three WeChat Official Accounts to choose from WeChat Subscription Account, WeChat Service Account and WeChat Work. ![This%20image%20shows%20the%20two%20types%20of%20Weixin%20Official%20Account%3A%20WeChat%20Subscription%20Accounts%20and%20WeChat%20Service%20Account.%20Read%20our%20article%20to%20find%20out%20how%20to%20create%20WeChat%20Official%20Account.](https://images.ctfassets.net/ph8r57dk1q9w/7wSaGjEeApliTaMsnrfMr8/f2e4a7b369ee4f56ee33adb65f33408d/UltimateGuide_WeChatforBusiness2_0Image02_76eabda1c41a5472f31d753c53e4e885.png) Similar to Slack or Google Chat, WeChat Work is used for internal company messaging. Meanwhile, WeChat Subscription Accounts and WeChat Service Accounts are used for customer communication. #### WeChat Business: Subscription and Service Accounts WeChat users who follow Subscription and Service Accounts can receive push notifications from them and engage in one-on-one conversations. ![This%20image%20shows%20a%20comparison%20between%20the%20two%20types%20of%20WeChat%20public%20account%3A%20WeChat%20Subscription%20Account%20vs%20WeChat%20Service%20Account.%20Read%20our%20blog%20to%20learn%20more%20about%20how%20to%20set%20up%20WeChat%20Official%20Account.](https://images.ctfassets.net/ph8r57dk1q9w/7BhrFtAyvDD7dqg7xdCe4f/536b12d8abcbd42a942747333123c40c/UltimateGuide_WeChatforBusiness2_0Image03_104a26c05961bf2c99eaa9ff02772397.png) But the similarities end there since these two account types are intended for different use cases. Let’s explore them in detail. ##### WeChat Business: WeChat Subscription Account Subscription Accounts are only available for companies registered in China and are designed for media, influencers and organizations. Because their focus is on information and brand communication, subscription accounts are allowed to send one WeChat push message per day to their followers. ![This%20image%20shows%20the%20uses%20of%20WeChat%20subscription%20account.%20Read%20our%20article%20and%20learn%20how%20to%20create%20an%20official%20account%20on%20WeChat.](https://images.ctfassets.net/ph8r57dk1q9w/1ZzvYNjKlFcxIINDBNumFi/1382231dfa731962df19fd04d05a7ab5/UltimateGuide_WeChatforBusiness2_0Image04_b22f5f35416b3d15a547d173ff44b644.png) However, Subscription Accounts don’t support API access, which is limiting for businesses that handle high volumes of messages or want to connect customer communication channels with their CRMs or other third-party applications. To sum up, they are not the optimal choice for businesses looking to [market](https://respond.io/blog/how-companies-do-wechat-advertising), [sell](https://respond.io/blog/how-to-sell-on-wechat) and [support on WeChat](https://respond.io/blog/wechat-customer-service). ##### WeChat Business: WeChat Service Account WeChat Service Accounts were designed with customer service in mind. Since they support API access, [businesses can connect them to a CRM](https://respond.io/blog/wechat-crm). But they are suitable for sales too— verified service account owners can [o](https://respond.io/blog/how-to-sell-on-wechat)[pen a WeChat Store and enable WeChat Pay](https://respond.io/blog/how-to-sell-on-wechat). The only downside is WeChat Service Account owners are only allowed to send four push notifications per month to their followers. ![This%20image%20shows%20what%20WeChat%20service%20accounts%20can%20do%20for%20your%20business.%20After%20create%20WeChat%20Official%20Account%2C%20businesses%20can%20do%20WeChat%20Official%20Account%20marketing%2C%20sales%20and%20support.%20](https://images.ctfassets.net/ph8r57dk1q9w/6pNRdjTMIdzMGPyDqVbDfk/54d8e18be9f7c840826c6f904191a79c/UltimateGuide_WeChatforBusiness2_0Image05_ad8462b34714ce638c2f28b1920eca5c.png) Lastly, businesses can create a WeChat Official Account overseas and it will be visible to mainland China users. Now that you know which type of account is for you, we’ll help you choose a messaging inbox that fits your business needs. #### Types of WeChat Business Messaging Inboxes There are two ways you can message your customers on the channel: Through the [WeChat Official Account inbox](https://mp.weixin.qq.com/cgi-bin/loginpage?t=wxm2-login&lang=en_US) or a business messaging platform connected to the WeChat account via Messaging API. The WeChat Official Account inbox is free and supports up to 100 agents with customizable profiles. However, there are no tools to assign inbound conversations to agents, who must pick them manually as they come in. In terms of contact management tools, tags are all this inbox offers. And while you can set up three types of [WeChat auto reply](https://respond.io/blog/wechat-auto-reply), it lacks an advanced automation builder. The WeChat Official Account Inbox also features an analytics dashboard, but there isn’t a way to filter analytics by agent or team. ![This%20image%20shows%20types%20of%20inboxes%20for%20WeChat%20-%20WeChat%20platform%20vs%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7ro4GZFAiJ7gxJhYjDpx49/5e39fe0c84f31b8dfdb8d1d4cb8eb47b/UltimateGuide_WeChatforBusiness2_0Image06_93d3415cc37245845d5bd9b7fa030e76.png) As a medium or large size business that handles high volumes of conversations each month, you should connect your WeChat Service Account to a feature-rich messaging inbox like respond.io. You’ll gain improved multi-user support, [powerful automation](https://help.respond.io/workflows/workflows-overview), [i](https://help.respond.io/workspace-settings/integrations)[ntegrations with CRMs](https://help.respond.io/workspace-settings/integrations) and other software, and both granular and long-term [performance analytics](https://help.respond.io/dashboard-reporting/reports-overview) to monitor and improve your individual agents' or teams’ efficiency. This doesn’t mean you have to say goodbye to the WeChat Official Account inbox, as you’ll be able to switch between both inboxes freely. You don’t have a WeChat Service Account yet? No problem. In the next section, we’ll show you how you can apply for one. #### How to Create WeChat Official Account To create a WeChat Service Account, head to the [WeChat Official Account Platform](https://mp.weixin.qq.com/?lang=en_US&token=) on your desktop and click *Register now* at the top. We recommend doing it from a desktop since the website is not optimized for mobile use. ![This%20image%20shows%20how%20to%20set%20up%20a%20business%20WeChat%20account.%20Start%20by%20clicking%20on%20Register%20now%20on%20the%20WeChat%20Official%20Account%20Platform%20and%20then%20follow%20the%20steps%20indicated%20in%20this%20blog%20post.](https://images.ctfassets.net/ph8r57dk1q9w/1d2yBG2UzZzdRFRvGMWNon/6703dae3e3e31e83cb29f36d207e5b01/WeChat-Platform-Register-Now_594ba0c8ac2fa2bc7a75918c84c40aa6.png) **1\. Select** *Service Account*. The account type cannot be changed after creation. ![Screenshot%20of%20WeChat%20Official%20Account%20application%20step%201](https://images.ctfassets.net/ph8r57dk1q9w/PB89lI5bQIOa7nHMBsd4O/96a1e4a5c492fed7aeb5ab0d4cb95528/Screenshot2019-03-15at12_56_08PM_eec214cedb5a6210e5cd9957a38162c9.png) **2\. Create** a user account**.** Provide a secure email address as this will be used to access the admin panel. The email must not be linked to an existing WeChat Business Account. Enter the verification code sent to your email. ![Screenshot%20of%20WeChat%20Official%20Account%20creation%3A%20Enter%20personal%20details](https://images.ctfassets.net/ph8r57dk1q9w/1WqdNRfJ6i7GoWokt6uCED/28a7bfeb334a2c7692386737ef614b78/stepbystep-registeremail_4442d8eebbdcef3f27b64a8a53ba6a4e.png) **3\. Select** your country. The legal documents required are slightly different depending on the country where the company is registered. ![Screenshot%20of%20WeChat%20Official%20Account%20application%20-%20Country%20selection.%20Select%20your%20country%2C%20for%20example%3A%20WeChat%20Official%20Account%20Singapore](https://images.ctfassets.net/ph8r57dk1q9w/6zG8Ve50q20gz1PZP0vSjt/51526b7c0eaa28c3a2fa6a99361d25c6/Screenshot2019-03-15at1_01_12PM_fdd909415aeaf506b036e0995cdbaaa3.png) **4\. Submit** the identification information of the company and the account admin. This includes: - Your company’s officially-registered name and registration number - The account operator's name, mobile phone number, and passport ID number ![Screenshot%20of%20WeChat%20Official%20Account%20application%20-%20Identification%20information](https://images.ctfassets.net/ph8r57dk1q9w/5XLBkSdmDNnNhlXvVMCRsR/09185756f652b2cf7c1265ba3bb79594/Screenshot2019-03-15at1_12_01PM_bd5491c702a91720d2037a35b30d0f20.png) **5\. Choose** an account name and provide a description. Create the account name. Add a short description of the account, and you are good to go. ![Screenshot%20of%20creating%20WeChat%20Official%20Account%3A%20To%20create%20an%20official%20account%20you%27ll%20need%20to%20chose%20an%20account%20name.%20This%20will%20become%20your%20WeChat%20account%20id%20so%20choose%20wisely%2C%20and%20a%20short%20description%20for%20your%20account.](https://images.ctfassets.net/ph8r57dk1q9w/6Q1TVGdua8DJopvXWYRRG4/dee9d0623aba0a8a6f21a11623eeeadd/WeChat-Account-Profile_97cdadd16059871af8227e062d38b9e4.png) That's it! You've created a WeChat Official Account. Once you're logged into the WeChat Official Accounts Platform, you’ll receive the following notification. ![You%20won%27t%20be%20able%20to%20send%20any%20broadcasts%20from%20you%27re%20WeChat%20Official%20Account%20until%20you%20verify%20it.](https://images.ctfassets.net/ph8r57dk1q9w/4Tas9f1UZqKtDEYtGSVvbO/703f68eb74e85118fce574beffe64191/Screenshot2019-03-15at1_23_07PM_44fb0ccf8854e6df67b96841a8330b9f.png) Unverified accounts don’t have access to advanced features like sending push notifications, creating Mini-Programs or using WeChat Pay. More importantly, they’ll be canceled after 30 days. To use your account to the full extent, you’ll have to get it verified. In addition, you should understand how messaging works on WeChat business accounts to communicate with customers effectively and avoid getting banned. ### WeChat Official Account: Best Practices Now that you have a WeChat Official Account, here are some best practices to make the most of your account. For a start, we’ll guide you through the steps to get your WeChat Official Account verified. You’ll also find valuable info on how customers can find your WeChat Official Account and how you can message your customers with WeChat. #### WeChat Official Account Verification Setting up a WeChat Official Account is free, but official account verification costs money. Businesses also need to provide documentation. The process is rather cumbersome. Thankfully, we are here to guide you every step of the way. **1\. Input** additional company info. This includes the following: - Company registration number, office address and office phone number - Scope of business (description of business activities) - Bank name of company bank account - Bank account number - Names of the company’s legal representatives (company directors’ names) ![Screenshot%3A%20To%20verify%20you%27re%20WeChat%20Official%20Account%20you%20need%20to%20provide%20the%20following%20information%3A%20Company%20registration%20number%20Company%20office%20address%20Company%20office%20phone%20number%20Scope%20of%20business%20%28description%20of%20business%20activities%29%20Bank%20name%20of%20company%20bank%20account%20Bank%20account%20number%20Names%20of%20companies%20legal%20representatives%20%28company%20directors%20names%29](https://images.ctfassets.net/ph8r57dk1q9w/6lblVVbYEJyuEWqDY8S445/77d9433cc66b50cd0855aa4768d9d5af/10_93f3e83b24c1e147120364bd364f4eb9.png) **2\. Validate** your personal information. The verification staff will contact you personally when going over the documents. Businesses will need to provide: - Contact’s full name - Mobile Phone number - Verify with SMS - Email address - Landline phone number - Passport number ![Screenshot%3A%20To%20verify%20your%20WeChat%20Official%20Account%20you%20need%20to%20provide%20the%20following%20information%20for%20the%20companies%20contact%20person%3A%20Contact%u2019s%20full%20name%20Mobile%20Phone%20number%20Verify%20with%20SMS%20Email%20address%20Land%20line%20phone%20number%20Passport%20number](https://images.ctfassets.net/ph8r57dk1q9w/2bOkSnCu9mjX6ppLmMh2Dl/01a1958c018a5a1c8eae1bf2352c0004/13_1cc1eb7f8395533b6b1e5f1ed16826da.png) **3\. Upload** supporting documents. Provide supporting documentation for all the information you have submitted. Make sure to scan the documents in color before uploading them. The documents needed are: - Business License - An official application letter which can be downloaded from the system, but needs to be filled out, signed and stamped - Contact’s mobile phone statement with your name, phone number and payment history for the past 3 months - Contact’s ID/passport/driving license copies. Provide front and back copies if you choose to submit your contact ID or driving license. If you are submitting your passport instead, provide two copies of your passport’s information page. ![Screenshot%3A%20To%20verify%20your%20WeChat%20Official%20Account%20you%27ll%20need%20to%20scan%20and%20upload%20the%20following%20documents%20Business%20license%20Official%20application%20letter%20which%20can%20be%20downloaded%20from%20the%20system%2C%20but%20needs%20to%20be%20filled%20out%2C%20signed%20%26%20stamped%20Contact%u2019s%20mobile%20phone%20statement/bill%20which%20lists%20his/her%20name%2C%20phone%20number%20and%20payment%20history%20in%20past%203%20months%20Contact%u2019s%20ID/Passport/Driving%20license%20copies%2C%20twice%20if%20it%u2019s%20the%20same](https://images.ctfassets.net/ph8r57dk1q9w/358E6mn5VBekpSIDYAMeIm/40018b11977d1b4bca3202bae970673d/15_a9ca9f16eb23ce21e53a960aa574fae4.png) **4\. Reserve** your official account name. At this stage, businesses will need to decide their account display name. Account display names can only be changed by submitting a different name with the annual verification process. If the brand name is trademarked, select the trademark option and upload the relevant documentation. News agencies should use the media name option and upload their broadcast license. For other businesses, we recommend selecting the optional vocabulary option, which doesn’t involve additional documentation. ![Screenshot%3A%20To%20verify%20your%20Official%20Account%20you%27ll%20need%20to%20select%20a%20display%20name.%20We%20recommend%20using%20optional%20vocabulary%20because%20no%20additional%20documentation%20is%20needed.%20If%20your%20brand%20name%20is%20trademarked%2C%20use%20the%20trademark%20option%20and%20upload%20the%20relevant%20documentation.%20If%20you%27re%20a%20news%20agency%2C%20use%20the%20media%20name%20option%20and%20upload%20your%20broadcast%20license.](https://images.ctfassets.net/ph8r57dk1q9w/hY5aF5Ecd5Q8Xx6ZWNyv4/85d1bbae9b5946276af734e1b77a79c7/19_3bf1e2706b0231fc665e85bbf423f87c.png) **5\. Pay** the fee. Pay the WeChat Official Account fee of USD99 or RMB300 depending on the business location. You’ll have to incur this cost with every annual verification. The fee is not refundable even if the application is rejected. Once completed, you'll receive a call from a third-party agency in 5 to 10 business days. Our agency was located in Chengdu. Their English was good and they helped us to revise our application. Now that you have completed your WeChat Official Account setup, it's time to learn how to use it. #### WeChat Business: How Customers Find Your WeChat Official Account Most messaging apps require users to message businesses first in order to open conversations. WeChat accounts can’t import contacts and can only message contacts who have sent the first message. However, you can send push notifications en-masse to users who follow your WeChat official account. ![This%20is%20a%20picture%20showing%20the%20ways%20to%20find%20your%20customers%20on%20WeChat.%20Most%20messaging%20apps%20require%20users%20to%20message%20businesses%20first%20in%20order%20to%20open%20conversations.%20This%20is%20also%20true%20for%20WeChat%2C%20however%2C%20if%20users%20follow%20your%20WeChat%20Official%20Account%20you%u2019ll%20be%20able%20to%20broadcast%20but%20not%20send%20an%20individual%20message.%20WeChat%20has%20a%20few%20helpful%20features%20to%20get%20your%20customers%20to%20follow%20you%20and%20start%20a%20conversation.%20These%20include%20QR%20codes%20and%20in-app%20search.](https://images.ctfassets.net/ph8r57dk1q9w/7l2VfxoDOJSQw9BLZtGGcc/0b7cfe4dd8c0ec2b159a2bf3453d9713/UltimateGuide_WeChatforBusiness2_0Image07_c348072b503919efe9fa65b15fae01bf.png) WeChat has two helpful features to get your customers to follow your Service Account and start a conversation: WeChat QR codes and in-app searches. ##### WeChat Business: QR Codes In addition to facilitating payments via WeChat Pay, QR codes can convert offline traffic like foot traffic in a store to WeChat Official Account followers. QR codes can also be used on a website or in emails you send to customers to offer them a way to chat with you. Since the QR code only works if users have the WeChat app installed on their phones, it’s recommended to put a WeChat logo somewhere next to the code. This will indicate that it’s an app-specific QR code. ![This%20is%20a%20picture%20of%20the%20QR%20code%20of%20a%20WeChat%20Official%20Account.%20QR%20codes%20can%20convert%20offline%20traffic%20like%20foot%20traffic%20in%20a%20store%20to%20WeChat%20Official%20Account%20followers.](https://images.ctfassets.net/ph8r57dk1q9w/51GsJ7pxtF7NhacrXzoXnB/3a7ad486a784848e659bfed45f38d1fc/UltimateGuide_WeChatforBusiness2_0Image08_4dbca00c7a293548e84d5f50f0e723ba.png) On the WeChat Official Account inbox, users can generate and download QR codes. If you have a respond.io account, you can [add a WeChat QR code to your website chat](https://respond.io/blog/wechat-integration-with-website#toc-mobile-1) [widget.](https://respond.io/blog/wechat-integration-with-website#toc-mobile-1) While WeChat doesn’t support click-to-chat links the way messaging channels like [Telegram](https://respond.io/blog/telegram-link-generator) or [Facebook Messenger](https://respond.io/blog/messenger-link) do, users can look for your WeChat Official Account via the in-app search. ##### WeChat Business: In-app Search Most messaging apps like LINE require users to enter a business account name to find them in the app. However, WeChat users can also search for official accounts by a keyword in the business description in addition to the display name. ![This%20is%20a%20picture%20consisting%20several%20screenshots%20of%20WeChat%20in-app%20search.%20Most%20messaging%20apps%20like%20LINE%20require%20users%20to%20enter%20business%20account%20name%20to%20do%20an%20in-app%20search.%20However%20on%20WeChat%20users%20can%20also%20search%20official%20accounts%20by%20a%20keyword%20in%20the%20description%20in%20addition%20to%20display%20name.](https://images.ctfassets.net/ph8r57dk1q9w/4zrUs3I62afqpzjzjyzTk9/20e96e04cfedb3aa99413920e3b8ee8f/inappsearch1longss_7402e7b37e733d488d195fd6cee6e137.PNG) Businesses with a Chinese display name can include their English name in the short description, increasing their chance of being discovered outside China. Now that you know how to find your customers on WeChat, it’s time to start messaging them. #### How to Message Customers Using a WeChat Official Account Messaging channels like WeChat generally have different messaging rules for business accounts and personal accounts. Hence, even if you’re used to chatting with family and friends on WeChat, you’ll need to play by a new set of rules when messaging customers with a WeChat Official Account. ##### WeChat Business: 1:1 Messaging When it comes to 1:1 messaging, businesses should look out for messaging windows and read receipts. WeChat Official Accounts have a messaging window and they don’t provide read receipts. ![This%20is%20a%20picture%20that%20outlines%20the%20characteristics%20of%201%20to%201%20messaging%20on%20Official%20Account.%20When%20it%20comes%20to%201%3A1%20messaging%2C%20the%20two%20things%20to%20look%20for%20are%20messaging%20window%20and%20send/read%20receipts.%20](https://images.ctfassets.net/ph8r57dk1q9w/3XCI0sjLYMOVhZN1KKzgT4/5a7437dbc824a5507dced70f5fc9b891/UltimateGuide_WeChatforBusiness2_0Image09_8d12663ae92517ad46a88fafde45a160.png) Messaging windows are popular in business messaging. They limit the amount of time businesses have to chat with customers in order to prevent spamming. WeChat Official Accounts have a messaging window of 48 hours. ##### WeChat Business: Broadcast Messaging Once you’ve got 1:1 messaging figured out, you can start exploring broadcast messaging. WeChat broadcasts are not very conventional. In fact, WeChat refers to them as *push messages,* but they look more like newsletters. From the WeChat Official Account inbox, users can customize broadcasts including adding rich content, creating a broadcast with an HTML editor or even broadcasting Mini Programs. WeChat users can like, comment and share broadcasts on WeChat and other platforms. ![This%20is%20a%20picture%20that%20describes%20the%20characteristics%20of%20broadcast%20messaging%20on%20WeChat%20Official%20Account.%20](https://images.ctfassets.net/ph8r57dk1q9w/utoF9X3T6uJmU0eZST7ct/00c7e2f8534036631deaa88fd33119cf/UltimateGuide_WeChatforBusiness2_0Image10_cff4889e944e23cfc2efb43e80b56d75.png) WeChat permits businesses to broadcast all types of content, as long as it complies with [WeChat’s Acceptabl](https://www.wechat.com/en/acceptable_use_policy.html)[e Use Policy](https://www.wechat.com/en/acceptable_use_policy.html). This includes promotional messaging like sales messages, coupons and discounts. Do note that contacts might unfollow or block you if they find your messages irrelevant or annoying. WeChat broadcasts can only be sent through the WeChat Official Account inbox. WeChat doesn’t place limitations on the number of recipients per broadcast, but you’ll need to get customers to follow you first before you can broadcast to them. ![Screenshot%3A%20Creating%20a%20Post%20to%20Broadcast%20on%20the%20Official%20Accounts%20Platform](https://images.ctfassets.net/ph8r57dk1q9w/sFKMB9GqI8IesMTXQuuSY/bbab38232151a5a2d708a0694bd1a204/Screenshot2019-01-25at11_48_48AM_73cc47952437969ba75243d8d2d91d8e.png) With the WeChat Official Account platform, you can target users based on tag, gender or country. As you can only send four broadcasts per month, consider if targeted broadcasts are the right strategy as they reach fewer customers. Also, note that unused broadcasts will not be carried forward to the next month. ##### WeChat Business: Group **Messaging** Many companies are using messaging apps for sales by creating groups with salespeople and relevant customers. Although effective, these chats pose a problem for companies as there is no record of them in company CRMs. ![Image%20showing%20that%20WeChat%20Official%20Accounts%20cannot%20join%20groups](https://images.ctfassets.net/ph8r57dk1q9w/5LmYWxdhLTXirylEK483l9/32a7e68b7422a8298fd8e8940b32a0da/UltimateGuide_WeChatforBusiness2_0Image11_b0b042b34cdeb08f9fa3b1a75f0370a7.png) One way to deal with this would be to connect your CRM and group chat to a business messaging platform. We’ve tested this out, but unfortunately, WeChat Official Accounts cannot be added to group chats. ### Should You Use WeChat for Business? Businesses operating in any of WeChat’s key markets should definitely consider using [WeChat for sales](https://respond.io/blog/how-to-sell-on-wechat) and [support](https://respond.io/blog/wechat-customer-service). If you are a small business that doesn't receive many daily inquiries or require advanced features, the WeChat Official Account inbox might be sufficient. If most of your customers are exclusively WeChat users, there’s no need for an omnichannel inbox. But if you are an enterprise or SME or are juggling chats on several channels, [connect your WeChat Official](https://help.respond.io/channels/wechat) [account](https://help.respond.io/channels/wechat) to respond.io for an omnichannel inbox rich in advanced features and tools for every stage of the customer journey. You can even [integrate WeChat](https://respond.io/blog/wechat-crm) with your CRMs on respond.io to qualify leads, create deals or tickets and more while chatting with customers. If you’re unsure about what to do, or if this article has raised new questions, [talk to our support team](https://respond.io/contact). ### Further Reading Did you enjoy this article? If so, you might find these readings interesting: - LINE Business: The Ultimate Guide to LINE Official Account - Instagram Business Chat: The Ultimate Guide to Instagram Business Messaging - Ultimate Guide to Viber for Business ## [WeChat Web Chat: How to Use WeChat Integration with Website ](https:/respond.io/blog/wechat-integration-with-website) Want to integrate WeChat web chat with your website? Check out our guide on what WeChat widget is, how to set it up and how your business can benefit from it. Planning to install a WeChat web chat widget on your website? In this article, we’ll explain what WeChat web chat is and how to use WeChat integration with website. Then, we’ll explore the benefits of using the web chat widget in terms of marketing, sales and support. Finally, we’ll show you how to incorporate chat automation into your WeChat widget with respond.io’s Workflows. ### WeChat Integration with Website: An Introduction [WeChat](https://respond.io/blog/wechat-official-account) has over 1.2 billion monthly active users (MAU) and is a one-stop center for all your social needs. This is why businesses that want to enter or expand their business in China need to have a [WeChat Official Account](https://respond.io/blog/wechat-official-account#toc-mobile-6). To prevent spam marketing, WeChat has set a rule that businesses cannot import contacts. Instead, customers must message you first before they become contacts. To encourage customers to send you the first message, you can add a WeChat widget to your website. ![This%20image%20describes%20how%20to%20use%20wechat%20on%20web%20chat.%20Here%27s%20what%20you%20need%20to%20know.%20The%20web%20wechat%20com%20requires%20you%20to%20scan%20a%20qr%20code%20to%20start%20chatting%20and%20it%20doesn%27t%20allow%20businesses%20to%20import%20contacts.](https://images.ctfassets.net/ph8r57dk1q9w/3ZpaFwmmjkgiTBftkfKvkr/7df2c3fb413dc724360b6f15da824439/6316a6248f648c8bf75b57ad-wechatwebchat-image01-800_362e48a46371c544dd286bb89c1b787c.png) However, unlike other channels, WeChat does not support the click-to-chat links feature on the WeChat Official Accounts Platforms. The only way customers can reach out on your web chat widget is through QR codes. Upon scanning the code, visitors will land on the app where they can start chatting with you. In the next section, we’ll show you how to set up WeChat widget on your website. #### How to Set Up WeChat Integration with Website on Respond.io To [handle WeChat conversations at scale](https://respond.io/blog/wechat-official-account#toc-mobile-11), you need a customer conversation management software like respond.io. [Connect your WeChat Official Account to respond.io](https://help.respond.io/channels/wechat#connecting_we_chat) to enable your whole team to manage all customer conversations in one platform. The process for setting up a WeChat web chat on respond.io is simple and can be done quickly by [following these steps](https://help.respond.io/workspace-settings/growth-widgets#creating_widget). ![This%20image%20shows%20an%20example%20of%20how%20web%20wechat%20looks%20like%20when%20you%20place%20wechat%20widget%20on%20your%20website%20to%20call%20the%20company%20from%20wechat%20app.%20this%20wechat%20for%20web%20is%20a%20support%20for%20wechat%20widget.](https://images.ctfassets.net/ph8r57dk1q9w/1fL5VegAbYSj5Ti6RbiMMa/545c83a37a249521580ecf5b99014b34/image_c4ef9033fa013b9e423d3f0bf093c63d.png) First, [generate a QR code from your WeChat Official Account Page](https://help.respond.io/channels/wechat#how_can_i_create_a_qr_code_for_my_we_chat_account) and download the QR code as an image on your desktop. Then, use your smartphone camera to scan the QR code. A notification will appear. Tap on it to open the link associated with the QR code on your phone’s browser. Copy the URL in the browser’s address bar, you’ll need it later. ![This%20is%20an%20image%20that%20shows%20you%20the%20steps%20to%20download%20webchat%20wechat%20qr%20code%20from%20wechat%20official%20accounts%20page.%20After%20placing%20this%20qr%20code%2C%20you%20can%20start%20chatting%20on%20wechat%20widget%20for%20wordpress.](https://images.ctfassets.net/ph8r57dk1q9w/6BDx0IQGOC2v2RPqPEWZ6M/492d5c7bfa5b2fdb40446ee0badc6ad0/image_60829d2d19c514c8e29b13720d45c725.png) On respond.io, navigate to *Settings* > *Growth Widgets*. Then, click *Add Widget* and choose *Multichannel Widget* before clicking *Create Widget*. After that, enter the website(s) where you want to add the chat widget. Under *Header Elements*, click *Add Channel* and select *Custom QR*. Paste the URL that you copied earlier in the text field under *Custom QR*. ![This%20is%20an%20image%20showing%20how%20to%20customize%20your%20WeChat%20widget%20appearance%20by%20clicking%20on%20Advanced%20Settings%20](https://images.ctfassets.net/ph8r57dk1q9w/1ml4QtTKSzdSKgrLfjwmGD/c2314af316fdaa3d6d4e0f11b378a372/screenshot-2023-03-31-at-30140-pm_4d23204b758f39db8e955b510c8d8abe.jpg) You can customize the widget’s appearance by clicking on the *Advanced Settings* buttons. Finally, click *Generate Widget*, copy the generated script and install it on your website. Your widget is then ready to be used. If you want to connect with customers across multiple channels, an [omnichannel widget](https://respond.io/blog/omnichannel-widget) can help. You can also opt to [add a website chat widget to your website](https://help.respond.io/website-chat-widget/website-chat-widget-overview). Now that you’ve set up the widget, let’s learn more about how to use WeChat web chat for your business. ### WeChat Integration with Website: How to use WeChat Web Chat for Business Here, we’ll take you through the benefits of WeChat integration for your website, especially for sales and customer service. #### WeChat Widget for Sales One of the biggest downsides of using a live chat for sales is that prospects’ identities are often anonymous. It’s hard for salespeople to get accurate information for contact identification and to build rapport. ![This%20is%20an%20image%20that%20describe%20how%20to%20use%20wechat%20web%20online.%20With%20WeChat%20website%20integration%20for%20sales%2C%20you%20can%20integrate%20messaging%20inbox%20with%20sales%20CRM%20to%20make%20HTTP%20Requests%20to%20collect%20contact%20information%20and%20create%20sales%20deals.](https://images.ctfassets.net/ph8r57dk1q9w/2MsdRWyeQFLx7PlzZSP7q7/e5d827af6a5ce51d107f637ff57ecd13/WeChatWebchat_Image03_dd1c8616997cdbdffca77038881307c7.png) However, you can integrate your respond.io inbox with a sales Customer Relationship Management (CRM). After customers send you a message, you can make [HTTP](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-4) [requests](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-4) to collect contact information and create sales deals with [r](https://help.respond.io/workflows/workflows-overview)[espond.io’s Workflows](https://help.respond.io/workflows/workflows-overview) without leaving the platform. Next up, we’ll look at how businesses can use WeChat integration for websites to handle customer support. #### WeChat Widget for Customer Service Another challenge with live chat is that there’s no saved conversation history and agents can’t follow up on inquiries at a later time. The moment contacts leave the website, all conversations, along with contact information, are gone for good. WeChat web chat on respond.io allows agents to identify returning customers, even if they had [messaged you from a different channel previously](https://respond.io/blog/merge-contacts). This gives agents contextual insights into recurring issues. If necessary, you can [escalate cases to another agent or team](https://respond.io/blog/escalation-management). ![This%20is%20an%20image%20that%20describes%20the%20benefits%20of%20using%20WeChat%20website%20integration%20for%20support.%20When%20you%20integrate%20wechat%20on%20website%2C%20you%20get%20to%20track%20conversation%20history%2C%20enjoy%2048-hour%20messaging%20window%20and%20follow%20up%20on%20conversation%20at%20a%20later%20time.%20Check%20out%20the%20blog%20to%20learn%20more%20about%20WeChat%20Web%20Chat](https://images.ctfassets.net/ph8r57dk1q9w/58Q2bYbysVRMPmMI9P5PUP/c00485c6a9caec8d87d6c7d9273b315e/WeChatWebchat_Image04_31b30a566cf126c7974e306784c20b62.png) To prevent businesses from spamming customers, WeChat has implemented a [48-hour](https://respond.io/blog/wechat-official-account#toc-mobile-11) [messaging window.](https://respond.io/blog/wechat-official-account#toc-mobile-11) Not only does this encourage businesses to reply promptly, but it’s also likely to increase customer satisfaction with your brand. In the event that agents need to reach out to contact again after 48 hours, they can use other channels like SMS, email or WhatsApp on an omnichannel platform like respond.io to send the first message and continue the conversation. To gauge the level of customer satisfaction and know which areas you can improve in, send customers a [CSAT survey](https://respond.io/blog/csat-customer-satisfaction-score). Let’s move on to the next section, where we’ll focus on creating WeChat-related automation. ### Handle WeChat Widget Conversations Effortlessly with Respond.io Here, we’ll show you how to create advanced chat automation to level up your WeChat web chat with Workflows. #### WeChat Integration with Website: Answer Commonly Asked Questions Instead of spending time answering frequently asked questions (FAQs), set up automated responses on your WeChat widget. This way, you can reduce agents’ workloads and allow them to focus on more important matters. ![This%20is%20a%20screenshot%20that%20shows%20the%20steps%20to%20automate%20FAQ%20responses%20on%20respond.io%27s%20workflows.](https://images.ctfassets.net/ph8r57dk1q9w/2hBXfjMI0xnlhTlwzWIL9k/b992d3618ec4812ebb4ac14861e6bea1/UploadWeChatlogo2_52711080335d986fd38695771bc2588e.png) To set up FAQs, create a [Multiple Choice Step on Workflows](https://help.respond.io/workflows/workflow-steps) with up to 10 FAQs and responses. There’s also the [Snippets feature](https://help.respond.io/workspace-settings/snippets) (it works like quick replies) where you can create canned replies for common inquiries, such as refund policies. Unlike FAQs which are triggered by Workflows, support agents must manually select the relevant saved responses when chatting with customers. #### WeChat Web Chat: Set Up Away Messages No business can be available 24/7. But what’s possible is creating an [Away Message](https://respond.io/blog/away-message-for-business) to manage customers’ expectations on response times. Now, contacts will receive an Away Message if they send a WeChat conversation outside of business hours. ![This%20is%20a%20screenshot%20that%20shows%20the%20steps%20to%20set%20up%20away%20messages%20on%20respond.io%27s%20workflows](https://images.ctfassets.net/ph8r57dk1q9w/71iTbWEKTirHCPAp1iRdKa/59583963ac912f5297b9426482b79a92/UploadWeChatlogo1_646c77848542b6028214a8c558a23600.png) To take it up a notch, you can even add the [Ask A Question Step](https://respond.io/blog/question-bot) to capture customers’ information. Then, save the responses as [Variables](https://help.respond.io/dynamic-variables/dynamic-variables) to customize your replies according to their needs. You can also check out our [best practices on how to write an away message](https://respond.io/blog/away-message-for-business#toc-mobile-3) for your business. #### WeChat Web Chat: Route WeChat Contacts to the Right Team Workflows allow you to [route contacts](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) on WeChat widget to the right team. To begin, create a [pre-chat survey](https://respond.io/blog/pre-chat-survey) to collect customers’ information to determine their needs. Then, apply the routing logic to route customers to the relevant team. ![This%20is%20a%20screenshot%20that%20shows%20how%20to%20set%20up%20chat%20routing%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5CDzj7cRyArT71YlNQ49EO/7237bfafe693a2322ad1da54fdaa48c1/UploadWeChatlogo3_9aabd4c8926b04ba034728b919c50b86.png) Then, create an assignment logic that identifies the purpose of the contacts’ inquiries or needs and assigns them to the right agent. Now that you’ve learned everything you need to know about WeChat integration with website. It’s time to [connect your WeChat account to respond.io](https://help.respond.io/channels/wechat) today. ### Further Reading Aside from WeChat, you can also use web chat with different messaging channels. Find out how to set them up here: - Complete Guide to Setting Up LINE Widget for Website - How to Use WhatsApp Integration with Website - A Guide to Using Instagram Web Chat for Business ## [What Are Telegram Channels?](https:/respond.io/blog/telegram-channels) Using Telegram for Business doesn't require any additional software thanks to the power of Telegram Channel. In this blog post, we’ll cover what are Telegram Channels & how Telegram Channel works. We've also put together a list of Top 5 Telegram Channels. Plus, you’ll learn how to get your customers to join Telegram Channel with a t.me Telegram Link. [Using Telegram for Business](https://respond.io/blog/telegram-for-business/) doesn't require any additional software thanks to the power of Telegram Channel. In this blog post, we’ll cover what are Telegram Channels & how they work. Plus, we'll help you decide between Public Telegram Channels & Private Telegram Channels, explain how to get your customers to join a Channel with a *t.me* Telegram Link. ### Telegram Channels Basics What is a Telegram Channel? Telegram Channels allow you to send broadcasts. You create the channel, Telegram users can subscribe to the channel, then you can send messages to your subscribers. Do Telegram Channels have a subscriber limit? No, Telegram Channels can have an unlimited number of subscribers. Subscribers cannot see each other so they do not know who else subscribed to the channel. ![This%20is%20a%20picture%20showing%20the%20characteristics%20of%20Telegram%20Channels.%20Do%20Telegram%20Channels%20have%20a%20subscriber%20limit%3F%20No%2C%20Telegram%20Channels%20can%20have%20an%20unlimited%20number%20of%20subscribers.%20Subscribers%20cannot%20see%20each%20other%20so%20they%20do%20not%20know%20who%20else%20subscribed%20to%20the%20channel.](https://images.ctfassets.net/ph8r57dk1q9w/4vjGa8eX2AMujs036bi148/0b72a5b649cfdd2667c35a444245eb09/Telegramchannels-blogimages-01_6b2522bcfc95604c58412a422e89b94e.jpg) Few other channels offer this kind of capability. To accomplish this on [Facebook](https://respond.io/blog/facebook-business-chat), you'll need to use an additional tool like respond.io to send a broadcast. And on [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app), [broadcasting is limited to 256 people](https://respond.io/blog/whatsapp-broadcast#toc-mobile-1) at a time. Broadcasts are also possible on [WeChat](https://rocketbots.io/blog/ultimate-wechat-official-account-for-business-guide/#62r6b), [Line](https://rocketbots.io/blog/the-ultimate-guide-to-line-for-business/#sh50) and [Kakao](https://respond.io/blog/kakao-for-business#toc-mobile-11) but they have additional limitations or paid tiers. Telegram is really the only app that allows very large broadcasts, with no limitations or fees. There is one subtle difference with Telegram Channels that allows broadcasts like these to make sense on their platform. You can't send a broadcast to your contacts like you can on other platforms - Telegram users have to subscribe to the Telegram Channel first. #### Private Telegram Channels vs Public Telegram Channels Telegram Channels can be set to private or public. The main difference between Telegram Private Channels and Public Telegram Channels is their in-app searchability. ![This%20is%20an%20image%20showing%20the%20difference%20between%20Private%20Telegram%20Channels%20vs%20Public%20Telegram%20Channels.%20Telegram%20Channels%20can%20be%20set%20to%20private%20or%20public.%20The%20main%20difference%20between%20Telegram%20Private%20Channels%20and%20Public%20Telegram%20Channels%20is%20their%20in-app%20searchability.](https://images.ctfassets.net/ph8r57dk1q9w/64yUaL6MDZ5rTkeT3QgXtv/af3df7aef41d5410acc76cbcf647a24d/Telegramchannels-blogimages-02_0be8e776f2c34b10aa1d380d1ba799c1.jpg) Private Telegram Channels are by invitation only. To gain access to a Private Telegram Channel, or to even find out about its existence, you'll need to be added by an admin or find an invitation link to the group somewhere. Like Public Telegram Groups, Telegram Public Channels are searchable. That means you can head into the Telegram app and search for Telegram channels based on topics you are interested in. #### What Are Telegram Channels Used For Because Telegram Channels are so unique, it's challenging to think of specific use cases. When you think about Telegram Channels, you can think of them as a short-form blog or as a live blog. If you're a [SaaS company](https://www.troopmessenger.com/blogs/saas-companies), you can run a Telegram Channel for power users. Telegram Channels are a lightweight way to provide the latest information about your most recent features, services like [selling ebooks](https://blog.sellfy.com/sell-ebook-on-your-website/) or even thoughts. ![This%20is%20a%20picture%20showing%20the%20uses%20for%20Telegram%20Channels.%20Because%20Telegram%20Channels%20are%20so%20unique%2C%20it%27s%20challenging%20to%20think%20of%20specific%20use%20cases.%20When%20you%20think%20about%20Telegram%20Channels%2C%20you%20can%20think%20of%20them%20as%20a%20short-form%20blog%20or%20as%20a%20live%20blog.%20Telegram%20Channels%20also%20work%20very%20well%20as%20a%20live%20blog.](https://images.ctfassets.net/ph8r57dk1q9w/3inUSzX2728GJQWn6M1MtK/ca59f71f60d4b3ea7b127f3858753895/Telegramchannels-blogimages-03_fdad0221d8b1a35dc5c278043a68086d.jpg) Instead of [writing](https://bestwritingadvisor.com/blog/writing-the-winning-thesis-or-dissertation-things-to-think-about) a blog post, adding images, and publishing on your site, all you need to do is pick up your phone and shoot out a quick message explaining your latest update. It only takes a few seconds. Telegram Channels also work very well as a live blog. If an event is going on in your city and you want to document it with a few friends, set up a Public Telegram Channel to post quick thoughts, pictures, and videos about what is going on in real-time. Plus, Telegram has recently expanded its file size limit to 2GB allowing users to [send large videos](https://massive.io/how-to-send-large-videos/). #### Telegram Channel vs Group What is the difference between Telegram Channel and Telegram Group? Despite having a very similar feature set, Telegram Channels and Telegram Groups have been designed with different purposes in mind. Telegrams Groups are great for interacting with customers on a personal level, you can run a poll to ask the audience what they think. But if you are looking to disseminate information to a broad audience, you should go for Telegram Channels. ### Top 5 Telegram Channels Telegram Channels offer features that help you manage the message you want to deliver. For example, deleting messages that you’ve sent out previously. You can even enable the Comments feature to interact with your audience! When used properly, these tools can help you to communicate with a large group often and with little effort. Here are the 5 best Telegram Channels that do it right. #### 1\. Telegram Channel: International Geographic We may not be able to travel abroad anytime soon, but we can always travel vicariously through International Geographic Telegram Channel. ![This%20is%20a%20picture%20of%20the%20International%20Geographic%20Telegram%20Channel.%20Check%20out%20our%20blog%20for%20more%20top%20Telegram%20Channels%20and%20learn%20how%20does%20telegram%20channel%20work](https://images.ctfassets.net/ph8r57dk1q9w/lWxdEBMeqfoJVls8tTImy/a40700e6dd9ce31590f7bd8124998fe1/internationalgeocanvas_31bd9caa8c55e1b55905ff396480cf48.PNG) On this Telegram Channel, you'll find stunning pictures and videos of the most beautiful places in the world, from Rhodes Island to Niagara Falls. [Join this Telegram Channel](http://t.me/internationalgeographic) today to fulfil your wanderlust! #### 2\. Telegram Channel: The New York Times With everything that’s been going on, it's more important than ever to read the news from a credible source. The New York Times is one of the largest news organizations to offer a Telegram Channel. ![This%20is%20a%20picture%20of%20the%20New%20York%20Times%20Telegram%20Channel.%20Check%20out%20our%20blog%20for%20more%20top%20Telegram%20Channels%20and%20learn%20the%20benefits%20of%20telegram%20channel](https://images.ctfassets.net/ph8r57dk1q9w/2TIMnKno3kucDz5Wfxk2Ld/7e4ed659adaf43406ce3b187c785d094/nytimes_e8dad9f184b32c29cf02047cf83c505e.PNG) [Join the New York Times Telegram Channel](http://t.me/nytimes) to stay updated on what's happening in the world. But be warned that the Telegram Channel posts over 100 times a day. You might want to use the sanity features to manage the notifications. More details to follow. #### 3\. Telegram Channel: Memes What's better way to lighten up than reading memes? Literally named Memes, this Telegram Channel curates the funniest memes on the internet and delivers them right to your phone. ![This%20is%20a%20picture%20of%20Memes%20Telegram%20Channel.%20Check%20out%20our%20blog%20for%20more%20top%20Telegram%20Channels%20and%20learn%20how%20to%20add%20members%20to%20telegram%20channel](https://images.ctfassets.net/ph8r57dk1q9w/7AOVeGybe8YksmfpIqRVHC/4122765ea317602f09bfe248d5d5e377/memes_d582e5b3ceb4f15516280db9c5c8df28.PNG) With over 103,000 subscribers, Memes is one of the most successful Telegram Channels we’ve seen! This just goes to show that the right content can help you build a large following on Telegram Channel. [Join Memes](http://t.me/bestmemes) to get your daily dose of memes. #### 4\. Telegram Channel: Bagaholicboy.com Fashionistas rejoice! Bagaholicboy.com Telegram Channel is here to deliver the latest fashion news, from fashion week coverage to the newest product drops. And did we mention that this Telegram Channel has giveaways from time to time? ![This%20is%20a%20picture%20of%20Bagaholicboy.com%20Telegram%20Channel.%20Check%20out%20our%20blog%20for%20more%20top%20Telegram%20Channels%20and%20learn%20how%20to%20change%20invite%20link%20on%20telegram](https://images.ctfassets.net/ph8r57dk1q9w/3hrOfIS87Vt0p9BGBxXn1s/29cc30ded7b8aa271cd279368677a5ee/bagaholic_7b1ff108368cb39b6f2d3ab6e5e1ebbd.PNG) If you are into fashion and style, this is the Telegram Channel for you. Click here to join [Bagaholicboy.com Telegram Channel](https://t.me/bagaholicboy). #### 5\. Telegram Channel: Quote [Quote Telegram Channel](https://t.me/quote) gives you words of wisdom from famous people and authors, from Dalai Lama to Lao Tzu to Charles Dickens. ![This%20is%20a%20picture%20of%20Quote%20Telegram%20Channel.%20Check%20out%20our%20blog%20for%20more%20top%20Telegram%20Channels%20and%20learn%20how%20to%20use%20telegram%20channels](https://images.ctfassets.net/ph8r57dk1q9w/5v0O8ournMAxHWiZd1h7sC/fe188a84d3c9065f5f2b1c8298f3b766/quote_464e81a786f783091ec6ab2d7563c44d.PNG) This is a great Telegram Channel to join if you enjoy famous quotes. We’ll continue updating the Best Telegram Channels list with new top Telegram Channels in the future. Ready to create your own Telegram Channel? Read on to find out how. ### Getting Started with Telegram Channels In this section, we’ll explain how to create a Telegram Channel, invite Contacts to a Telegram Channel and generate a *t.me* Telegram Channel Invite Link to add Contacts into a Telegram Channel. #### How To Create Telegram Channels Telegram Channels are just as easy to create as Telegram Groups. ![To%20create%20a%20Telegram%20Channel%20navigate%20to%20the%20Chats%20Panel%20%3E%20Compose%20%3E%20New%20Channel.](https://images.ctfassets.net/ph8r57dk1q9w/2LumTmmyOvTQwyzi1ING5U/9e2bed526f7df7a1b95d19ed04a95198/createchannelFULLsmall_412928b2954fd1ac60c0266a27759f0b.jpg) To create a Telegram Channel, navigate to *Chats >* *Compose* *\> New Channel* and click on Create Channel, Then, write a Telegram Channel description and you are good to go. Wondering how to add subscribers to Telegram Channel? There are two main ways to add Telegram Channel members. You can invite your contacts or create a Telegram Channels link that takes people to the channel. #### Inviting Contacts to Telegram Channels The easiest way to add members to your Telegram Channel is to invite people from your contact list. They will likely form the core audience of your Telegram Channel. ![To%20add%20contacts%20to%20a%20Telegram%20Channel%20navigate%20to%20Info%20%3E%20Subscribers%20%3E%20Add%20Subscribers.](https://images.ctfassets.net/ph8r57dk1q9w/3fO1vl12TBiE5Tl9Bk7alh/ae158824302d236cc14439552a7a9a81/InvitesubscribersFULLb_8af9ea65001a25b6fc65fbcb52adcddd.jpeg) To add contacts to a Telegram Channel, simply navigate to *Info > Subscribers > Add Subscribers.* #### Getting a t.me Telegram Channel Link Whether you've got a Public Telegram Channel or a Private Telegram Channel, invite links make it easy to add members to your channel. All you need to do is create an invite link then post it in places where the prospective audience for your Telegram Channel will find it. For instance, you may add a Telegram Channel Link to your website or emails. ![To%20access%20your%20Telegram%20Channel%20invite%20link%20navigate%20to%20Info%20%3E%20Edit%20%3E%20Channel%20Type%20%3E%20Copy%20Link.%20How%20to%20share%20telegram%20channel%20link%3F%20Simply%20click%20on%20Share%20Link.%20Find%20our%20how%20to%20how%20to%20change%20telegram%20channel%20link%20on%20our%20blog](https://images.ctfassets.net/ph8r57dk1q9w/16POmeyc62kjWBFY3JEGhn/f7c61c9621fc1efccea53b840eb152e2/InvitesubscribersFULLsmall_a14e2f94195240af34a80595c7ddcfe6.jpg) To access your Telegram Link, navigate to *Info* *\> Edit > Channel Type > Copy Link.* Sharing Telegram Links is simple, just tap *Share Link*. Now that you know how to create links for Telegram Channel, it’s time to learn how to how to manage Telegram Channels. ### Managing Telegram Channels Managing Telegram Channels comes with its own set of challenges, especially with the possibility of unlimited users. Telegram has created many tools and features, including [Telegram Bots](https://respond.io/blog/best-telegram-bots-list) to help you manage a Telegram Channel. To make things easier to digest, we've separated these features into 3 categories - administration, organization, and sanity features. #### Telegram Channels Admin Features Since Telegram Channels can grow as large as you want, you'll need some tools to administer your channel. Luckily Telegram allows you to add/remove admins, create robust permissions, see a list of recent administrator actions, and find out how many people viewed your messages. ##### Adding Telegram Channels Admins & Managing Admin Permissions Adding admins to your Telegram Channel will allow you to manage your Telegram Channel as a team. Admins can: - Change group info - Post messages - Edit messages - Delete messages - Add subscribers - Add admins Like [WhatsApp Group admin privileges](https://respond.io/blog/whatsapp-group#toc-mobile-12), the best part about Telegram Channel admin permissions is you can give each admin their own individual permissions set. ![To%20add%20an%20admin%20to%20your%20Telegram%20channel%20navigate%20to%20Info%20%3E%20Administrators%20%3E%20Add%20Admin.%20You%27ll%20only%20be%20able%20to%20create%20admins%20from%20existing%20subscribers%20though.%20To%20manage%20Telegram%20Channel%20admin%20permissions%20navigate%20to%20Info%20%3E%20Administrators%20%3E%20click%20on%20the%20admin%20you%20want%20to%20adjust%20permissions%20for.](https://images.ctfassets.net/ph8r57dk1q9w/2gVTz8bw1BgHV5Apk70SKh/a6da84c509fdfa12accc4d0d3ea8ab83/AddingAdminsChannelFULLsmall_8d39af81c6978cc6427dcfd7013061d2.jpg) **To add an admin to Telegram channels,** navigate to *Info > Administrators > Add Admin.* You'll only be able to create admins from existing subscribers though. **To manage Telegram Channels admin permissions** navigate to *Info > Administrators > click on the Admin you want to adjust permissions for*. ##### Telegram Channels Admin Signatures Telegram Channels can be very corporate with all messages coming from the channel. Alternatively, you can add a human touch by allowing your admins to sign the messages they send with their name. ![This%20image%20shows%20how%20a%20chat%20will%20look%20to%20a%20subscriber%20if%20Admin%20Signatures%20are%20activated%20for%20your%20Telegram%20Channel.](https://images.ctfassets.net/ph8r57dk1q9w/kf7byyMghwObp8BubP3i7/ac375244d6d963cc3ea6215df77fba80/SampleAdminSignature_09d4ca8e2c575fe61ff0c88f72d26002.png) Activating Admin signatures will allow your Telegram Channel subscribers to know which admin is sending messages in the group and differentiate between each distinct personality. ![To%20turn%20on%20Admin%20Signatures%20in%20your%20Telegram%20Channel%20navigate%20to%20Info%20%3E%20Edit%20%3E%20Sign%20Messages.%20If%20you%20turn%20Admin%20Signatures%20on%2C%20previously%20sent%20messages%20will%20not%20be%20signed.](https://images.ctfassets.net/ph8r57dk1q9w/1cNrVDrjoORrSl3F3WQvho/6db610cc6ffa26c10a87f2e204a3987b/SignmessagesFULLsmall_31ff923b82e2e49628411e55acbed82c.jpg) To turn on Admin Signatures in your Telegram Channel, navigate to *Info > Edit > Sign Messages.* If you turn Admin Signatures on, previously sent messages will not be signed. ##### Telegram Channels Recent Actions Telegram Channels recent actions allow you to keep track of what other admins are doing in the Telegram Channel. The recent actions screen provides a changelog of Telegram Channel admins in the last 48 hours. ![To%20access%20Telegram%20Channels%20recent%20actions%20navigate%20to%20Info%20%3E%20Administrators%20%3E%20Recent%20Actions.](https://images.ctfassets.net/ph8r57dk1q9w/4ARl9K6cfeVziKIUkkORnS/58e45c7bd618f56d2da28c33a279fc37/RecentactionsChannelFULLsmall_a36546d39986e8c7622ec54f5ef9fb02.jpg) To access Telegram Channels recent actions navigate to *Info > Administrators > Recent Actions.* ##### Telegram Channel Message Viewership Counter Although your subscriber count will give you a good idea of how popular your group is, you can gain additional insights to your Telegram Channel's success using the little eye next to the messages you send. ![Image%20showing%20the%20Telegram%20Channel%20Message%20Views%20Counter](https://images.ctfassets.net/ph8r57dk1q9w/ul6rkTZbZlPfmvw8GJSAQ/bc3d5fe27a46d36f0073c6db04c76a94/Eyeicon_61c5826976b39722189d96d3a4c337c1.jpeg) The eye will let you know the number of people that have seen the message. It will give you an idea of how many subscribers are engaged with your Telegram Channel vs. how many have subscribed but never opened the channel again. #### Telegram Channel Organizational Features Your Telegram Channels should have a lot less chat history than your Telegram Groups because only a few people can actually send messages. Nonetheless, Telegram has provided several features to organize the channels and find old messages including search, shared media browsing, and pinned messages. ##### Telegram Channel Search Unlike Telegram Groups, Telegram Channels allow you to edit messages. If you're looking to scrub your channel history of something you mentioned, use search to find it and then delete it. ![To%20search%20for%20a%20message%20in%20a%20Telegram%20Channel%20click%20on%20the%20Channel%20Name%20%3E%20click%20on%20the%20Magnifying%20Glass.](https://images.ctfassets.net/ph8r57dk1q9w/7pm6JJkNAs1owMnip1hlJj/7068b0316a639188ee52ed053287aaa6/SearchmessageChannelFULLsmall_41a5f2a1758a73c6ae528e2666680f0c.jpg) Telegram makes it easy to navigate up and down the chat history whenever that text was mentioned. To search for a message in a Telegram Channel, click on the Channel Name. Then, click on the Magnifying Glass. ##### Telegram Channel Shared Media If you've been running your Telegram Channel for a long time, you'll have many messages to sift through, and it's going to be hard finding things using the search function. ![To%20access%20the%20Telegram%20Channels%20shared%20media%20navigate%20to%20Info%20%3E%20Shared%20Media.](https://images.ctfassets.net/ph8r57dk1q9w/5hhnFVtuHqTFvWJvBXszHr/6a0dfd5213aefb8f38c3cd59a1efcb5e/SharedmediaChannelsFULLsmall_20bbe37903619acce0cc5ed5fe38510d.jpg) That is where the shared media panel comes in. Telegram Channel shared media shows media files like links, documents and audio shared in the channel. To access Telegram Channels shared media, navigate to *Info > Shared Media.* ##### Telegram Channel Pinned Messages Pinned messages allow you to give additional visibility to messages you deem are the most important for your Telegram Channel audience to see. Aside from the messages being pinned to the top of the channel, your audience will also receive a notification when a message has been pinned, even if they have muted the channel. ![How%20to%20pin%20message%20in%20telegram%20public%20group%2C%20telegram%20private%20group%20or%20any%20telegram%20group](https://images.ctfassets.net/ph8r57dk1q9w/3jXAbDvCEEgWrsOSGaHlVY/e757274db8f06f6c909f5777fa87c5ce/HowtopinmessageChannelsFULL_06220c7acc2b00d16e57ab15f83d91a6.jpeg) To pin a message on your Telegram Channel, long-press the message you want to pin then press *Pin*. #### Telegram Channels Sanity Features If you've got a few admins in your Telegram Channel that are mostly taking care of everything, you probably don't want notifications every time a new message is posted. The Telegram Channel sanity features will help you take a break. ##### Muting Telegram Channels If you're a little bit frustrated about messages in your Telegram Channel, there is a quick way to hit the mute button. ![To%20mute%20Telegram%20Channel%20notifications%20press%20the%20Channel%20name%20%3E%20press%20the%20bell.](https://images.ctfassets.net/ph8r57dk1q9w/57IXXleiPFwCpuyKE8Dd2c/cc6c9adf8a5d0634e307a204fa63ddcd/MuteChannelFULLsmall_81ff712c1dfc208662148eb50a4f21a7.jpg) To mute Telegram Channel notifications, press the Channel name then press the bell icon. In newer versions of Telegram, you will be able to mute a Telegram Channel directly on the chat screen. ##### Managing Your Notifications Telegram Channels also allow you to mute your notifications for an hour or two days. This is probably a better solution if you need a break for the channel, but you don't want to mute it forever. ![To%20manage%20your%20Telegram%20Channel%20notifications%20navigate%20to%20Info%20%3E%20Notifications.](https://images.ctfassets.net/ph8r57dk1q9w/68djTUSrPhBzbSPHVzve5T/d4346b9edb57eaae30b8c0a77db2e793/NotificantionChannelFULLsmall_024a78067d6163bc99bfd6050011e013.jpg) To manage your Telegram Channel notifications navigate to *Info > Notifications.* ### Further Reading And that’s everything you need to know about Telegram Channels. If you found this post helpful, you'll be interested in reading the following articles. - How Does Telegram Work: The Ultimate to Using Telegram for Business - The 5 Best Telegram Bots ## [What Are Telegram Groups ](https:/respond.io/blog/telegram-groups) Using Telegram for Business doesn't require any additional software because of the power of Telegram Group. In this article, we'll cover what is Telegram Group and what are Telegram Groups used for. You’ll also learn how to create Telegram Groups, add new members to Telegram Groups using a Telegram Group invite link, and use Telegram Group features. Unlike other messaging apps, using Telegram for Business doesn't require any additional software because of the power of Telegram Groups. In this article, we’ll explain what are Telegram Groups, and how it stands in an era where global mobility and chatbots are important. We'll also help you decide between Public and Private Telegram Groups, and understand the differences between Telegram Group and Channel. You’ll learn how to create groups, add new members, and explore its features. ### What is a Telegram Group If you have used [WhatsApp groups](https://respond.io/blog/whatsapp-group) before, then you know the basic concept of Telegram Groups. You can invite other Telegram users into a single chat, where all members can contribute. ![This%20is%20an%20image%20showing%20telegram%20Group%20limit.%20Telegram%20Group%20Chat%20does%20have%20one%20specific%20benefit%20over%20WhatsApp%20groups%20though%20-%20Telegram%20Group%20limit%20is%20200%2C000%20people.%20We%27ve%20never%20participated%20in%20a%20group%20this%20size%2C%20but%20we%20imagine%20it%20is%20quite%20the%20experience.](https://images.ctfassets.net/ph8r57dk1q9w/16lUw60EPcyOpjuXog7JQb/3c5e3700456c493cacb0584c4677b5d1/Telegramgroups-blogimages-01_6495ad4974b162187977aff51f8f5f33.jpg) Telegram Group Chat has one specific benefit over WhatsApp group though - the limit is 200,000 people. We've never participated in a group this size, but we imagine it is quite the experience. To help you moderate your group to the right size, Telegram offers both Public Telegram Groups and Private Telegram Groups. #### Private Telegram Groups vs Public Telegram Groups There are a few key differences and they revolve around how to find the group and who can invite people to the group. In private Telegram Groups, only the creator of the group or the admin can invite people to the group. They also come with [invite links that begin with](https://respond.io/blog/telegram-link-generator) [t.me](https://respond.io/blog/telegram-link-generator)*.* Only the creator or the admin has access to the t.me Telegram link. ![This%20is%20an%20image%20showing%20the%20differences%20between%20Private%20Telegram%20Groups%20vs%20Public%20Telegram%20Groups](https://images.ctfassets.net/ph8r57dk1q9w/4yaVQ93VWIY2tqpyVMfm7A/9a6e2b40e7508ffbf2be933b2bbf978f/Telegramgroups-blogimages-02_8aa469da796c3873acdc9b1bb6efc9fa.jpg) As you would expect, Telegram Private Groups cannot be found with an [in-app search](https://respond.io/blog/telegram-for-business#:~:text=Telegram%20for%20Business%3A%20In%2DApp%20Search). The group is private, after all. Public Telegram groups are the polar opposite. They make it as easy as possible to get more users in the groups so that you can use the 200,000 member limit fully. You can use Telegram’s in-app search. Plus, the invite link is available to all members of the group. That way any member of the group can share the *t.me* link somewhere on the internet to grow the group. Public Telegram Groups also can personalize their *t.me/joinchat* shortcode to make it more attractive to click and get even more members. More on this later. ##### How to Make Your Telegram Group Private To make your group private, tap the group's name and click Edit. Under the “Group Type” section, select “Private Group” to ensure that only the people you've added to the group can see and participate in the conversation. #### Benefits of Using a Telegram Group for Your Business With so many different options and configurations, businesses can use Telegram groups internally within an organization or externally with customers or clients. Internally, you can use Telegram groups for group projects, discussions and more. Or you can create a private or public group chat for a campaign that you’re working on with your clients. For example, you’re an educational institution and run workshops on how to write a good essay. The group chats are great for sharing information, holding discussions and organizing meetings. ![This%20is%20an%20image%20showing%20What%20are%20Telegram%20Groups%20Used%20For.%20](https://images.ctfassets.net/ph8r57dk1q9w/1gyZMASfsfNcpTGrSutU9j/17cace1fc9c7aeb8e16c62b3c1c2f862/Telegramgroups-blogimages-03_e999c141eeafdd4c2f714a09069f0a47.jpg) Communicating and capturing customers’ attention is easier with instant messages as compared to email. The open rate for messages is [613% higher than email](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#toc-mobile-2). Sending instant messages also tends to be more casual than email, making it easier for salespeople to build trust and relationships with prospects. Telegram groups are easy to create and can be accessed on both mobile and desktop. Aside from text, you can send images, files, location, contacts, voice messages, and video messages and create polls to engage with your customers. Messages are also searchable, including the ability to look for files, images and links. Next, we’ll learn the differences between a Group and Channel on Telegram. #### Telegram Group vs Telegram Channel Although Telegram Groups and [Telegram Channels](https://respond.io/blog/telegram-channels) have very similar features, they have been designed with different purposes in mind. Telegrams Channels let you disseminate information to a broad audience. But if you’re looking for interaction with your audience, you should go for Telegram Group. ![This%20is%20a%20picture%20showing%20the%20difference%20between%20Telegram%20Group%20vs%20Channel.%20Telegrams%20Channels%20let%20you%20disseminate%20information%20to%20a%20broad%20audience.%20But%20if%20you%u2019re%20looking%20for%20interaction%20with%20your%20audience%2C%20you%20should%20go%20for%20Telegram%20Group.%20](https://images.ctfassets.net/ph8r57dk1q9w/7gztqkebEoHIX5O5aVByLx/f20e5e2c180f7623376b31cf0ee2d6da/Telegramgroups-blogimages-04_cd92655be40a7a6eba612aacaef603a3.jpg) They let you run polls and straight-up ask the audience what they think. Your audience will give you feedback and maybe even transform that idea into something you never even considered! In some ways, the question of Telegram Groups or Telegram Channels is a false question because if you're using Telegram properly, you should be using both. And the best way to use both is to link Telegram Groups to Telegram Channels. ##### Linking Telegram Groups To Telegram Channels No matter who your audience is, you're going to have people that are just looking to receive information and those who actually want to participate in a discussion. Telegram allows you to facilitate both of these needs. When you link a Telegram group chat to your Telegram channel, all the messages you post in your channel will be auto-posted in the group. This means with a public Telegram Channel, you can send out updates to everyone who wants to hear them. ![How%20to%20create%20discussion%20in%20telegram%20public%20group%2C%20telegram%20private%20group%20or%20any%20telegram%20group%20](https://images.ctfassets.net/ph8r57dk1q9w/6k2r8UcvLPoKnM8BEzAUnl/37dc4e567cc591a4bf8dadd6e22aa85a/discussionFULL_8b7d674baf4e75215e01483fb864ce6f.PNG) Then, you can link a private group chat where you can invite the power users who wish to receive actual feedback from. That way, you'll have the best of both worlds, Telegram Groups and Telegram Channels. To create a discussion group for your channel, navigate to *Info > Edit > Discussion > Create New Group.* ### How to Create a Telegram Group Creating a Telegram Group is a straightforward process and we’ll show you how to do it below.How to Create a Telegram Group ![Creating%20Telegram%20Groups%20is%20easy.%20In%20Chats%2C%20press%20the%20compose%20button%20just%20above%20search.%20Then%20instead%20of%20composing%20a%20new%20message%2C%20you%20create%20Telegram%20groups%20by%20pressing%20on%20new%20group.](https://images.ctfassets.net/ph8r57dk1q9w/DQoxgofTO7ZoYDLK5MRh6/cd229a11df1ce4509fc809cfd7fdc81e/creategroupFULL_2964011f25cfb5a00d94b148a09d40e3.PNG) In *Chats*, click the compose button. Then, click New Group. Once you’ve chosen a name for your group, it’s time to add some new members. There are two main ways to add members. You can invite your contacts or create a link to invite them to the group. We’ll show you how to do both in the following sections. ### How to Manage a Telegram Group Now that you’ve created the group, it’s time to manage it. There are a ton of tools and features you can use as a group admin to invite people or appoint a member as admin. Let’s take a look at the steps below. #### Find and Join a Telegram Group as a User The easiest way to add members to your Telegram Group is to invite people from your contact list. If you're looking for a way to create a group with friends and family, this is your go-to choice. ![To%20add%20phone%20contacts%20to%20Telegram%20groups%20navigate%20to%20Info%20%3E%20Add%20Member.](https://images.ctfassets.net/ph8r57dk1q9w/hbaPISmV6yj5qDcPLajJC/a757cf238ee3c09384685b8cab8afef9/AddmembersFULLsmall_61a0e5fa95ca7b1ac7ba57519581d360.jpg) In Group Info, click Add Members and select the users you want to invite to the group. #### Generate a t.me Telegram Group Invite Link If you're looking to invite more than just your friends, you can use a t.me invite link. Telegram Links always start with *t.me/joinchat.* ![This%20is%20an%20image%20that%20describes%20how%20to%20generate%20a%20t.me%20invite%20link%20for%20your%20telegram%20group.%20In%20group%20info%2C%20click%20add%20members%2C%20then%20click%20invite%20to%20group%20via%20link.%20telegram%20will%20generate%20a%20t.me%20link%20where%20you%20can%20share%20it%20with%20the%20people%20that%20you%20want%20to%20invite.%20](https://images.ctfassets.net/ph8r57dk1q9w/MSAmHiuBVjYdTjP9gAHFd/61ae668daa9692eed3572280bca01da7/UploadWeChatlogo8_bd8e2790d566403d4cc356ab94834c3a.png) In *Group Info*, click *Add Members*, then click *Invite to Group via Link*. Telegram will generate a t.me link where you can share it with the people you want to invite. Once you've created an invite link you can post it on other groups, on social media, on your website and anywhere else you can think of. ![If%20you%20have%20public%20Telegram%20Groups%2C%20you%27ll%20have%20the%20added%20benefit%20of%20being%20able%20to%20customize%20the%20invite%20link.%20This%20is%20something%20you%20can%27t%20do%20with%20a%20private%20Telegram%20Groups.%20However%2C%20you%20can%20always%20use%20a%20URL%20shortener.](https://images.ctfassets.net/ph8r57dk1q9w/1krlknenp2BQr0viYB8HNz/f1989b079ed181aacf94880493271f6a/TelegramGroup21_b483e2b40ccb2c65cfe6754012341931.png) If you have a Telegram Public Group, you'll be able to customize the invite link. Here’s how to change the link. Navigate to Group Info and click Edit. Then, click Group Type and click on the t.me to change it. It’s possible for new group members to view chat history. To toggle between hidden and visible chat history, navigate to *Group* *Info > Edit > Chat* *History for New Members.* #### Add Group Admins and Manage Admin Permissions Since Telegram groups can have up to 200,000 members, Telegram supports tools that help maintain order and keep communication in large communities efficient. You can appoint admins with advanced tools to help these communities prosper in peace. The fantastic thing about group admins is you can restrict their permissions. You'll be able to choose if your admins can: - Change group info - Delete messages - Ban users - Invite users via links - Pin messages - Add new admins These settings can be set individually. So if you want to bring a new admin to go around banning users, you can do that. ![To%20add%20an%20admin%20to%20Telegram%20Groups%20navigate%20to%20Info%20%3E%20Edit%20%3E%20Administrators%20%3E%20Add%20Admin.%20To%20manage%20Telegram%20Group%20admin%20permissions%20navigate%20to%20Info%20%3E%20Edit%20%3E%20Administrators%20%3E%20Select%20The%20Admin%20%3E%20Toggle%20Permissions.](https://images.ctfassets.net/ph8r57dk1q9w/idkP83GHNQ2Wr1xikbH1E/df12e3ce1236551305f07c7e9147cf0b/AddAdminsFULLsmall_5c2f38c1b17e7a3a9313f32361986ebb.jpg) To add an admin navigate to *Info > Edit > Administrators > Add Admin.* To manage admin permissions navigate to *Info > Edit > Administrators > Select The Admin > Toggle Permissions.* #### Telegram Groups Admin Recent Actions With such granular permissions and the ability to add so many admins, you may worry that admins can take over your Telegram group chat and you'll have no idea what they're doing. Surprise, surprise Telegram has already thought about this. ![By%20checking%20our%20recent%20actions%2C%20you%27ll%20be%20able%20to%20see%20a%20complete%20log%20of%20all%20the%20changes%20that%20admins%20have%20made%20on%20Telegram%20Groups.%20Recent%20actions%20is%20a%20real-time%20Telegram%20Group%20changelog.](https://images.ctfassets.net/ph8r57dk1q9w/2mGqkj0l6bnITg4uvfg1UJ/df8b11f339db8c260bc196eede0af288/RecentActionsFULLsmall_6049fe74e3c2678a8bc16de6f862d813.jpg) By checking Recent Actions, you'll be able to see a complete log of all the changes that admins have made on the Telegram Group. Recent Actions is a real-time Telegram Group changelog. To access recent actions go to *Info > Administrators > Recent Actions.* #### Telegram Groups Member Permissions Now I bet you think that Telegram group admin permissions are juicy, but that is just the tip of the iceberg because Telegram Groups also have granular member permissions. In a Telegram Group, you can choose if members have permission to: - Send messages - Embed links - Send media - Add members - Send stickers and gifs - Send polls - Pin messages - Change group info With all these options, there is no doubt you can get your Telegram Group running just the way you like it. It's incredible that like admins, you can add exceptions and give individual Telegram Group members more or fewer permissions than other members. ![To%20change%20Telegram%20Groups%20member%20permissions%20navigate%20to%20Info%20%3E%20Edit%20%3E%20Permissions.%20To%20add%20or%20remove%20Telegram%20Group%20permission%20exceptions%20navigate%20to%20exceptions%20at%20the%20bottom%20of%20the%20permissions%20page.%20There%20you%20can%20choose%20individual%20members%20and%20change%20their%20permissions%20settings.](https://images.ctfassets.net/ph8r57dk1q9w/7uQn8V4woj5uIuYGXTYw5B/806f7280e4d6b4e553e0ebce593ff2b4/PermissionsFULL_ee88c7528bca2d2a5a198e01210e5328.jpeg) To change member permissions navigate to *Info > Edit > Permissions.* To add or remove permission exceptions navigate to exceptions at the bottom of the permissions page. There you can choose individual members and change their permissions settings. ### Further Reading And that’s everything you need to know about Telegram Groups. If you found this post helpful, you'll be interested in reading the following articles. - What Are Telegram Channels - The Ultimate Guide to Using Telegram for Business - The 5 Best Telegram Bots ## [What Is A WhatsApp Group?](https:/respond.io/blog/whatsapp-group) WhatsApp Group Chat is a popular WhatsApp feature that lets you connect with a group of people. In this article, we’ll cover what is a WhatsApp Group and what are WhatsApp Groups used for. Plus, you’ll learn how to create WhatsApp Group and how to join a WhatsApp Group. WhatsApp Group Chat is a popular WhatsApp feature that lets you connect with a group of people. In this article, we’ll cover what is a WhatsApp Group and what WhatsApp groups are used for. Plus, you’ll learn how to create a WhatsApp Group, how to edit WhatsApp Group Names as well as how to join WhatsApp Group with a WhatsApp Group Link and WhatsApp QR Code. We’ll also explain how WhatsApp Group Call works and how to delete WhatsApp groups. ### What is a WhatsApp Group? If you use WhatsApp, you're already familiar with a WhatsApp Group. It is a place where you can invite people, and everyone can chat. A WhatsApp Group is a great place to arrange events, plan a night out or have a discussion with colleagues. WhatsApp Groups do have a user limit though. You're only allowed to have up to 256 people in a WhatsApp Group Chat. ### When To Use WhatsApp Groups? The critical element that makes a WhatsApp Group special is that everybody can chat in the group. Therefore, the best time to use a WhatsApp Group is when you are looking to get input from everybody. In our experience, we've seen two situations when WhatsApp can be useful in business or if you have profitable online business ideas. When you're working with a client, and you need multiple team members to be involved in the chat. Alternatively, when you are working on a project internally that requires many conversations, you want to make sure everyone on the team is on the same page. #### Open a WhatsApp Group With An Important Client The beauty of a WhatsApp Group with a client is that it makes it easy to deliver timely and authentic conversations. It allows you to give your customers a super personalized level of support and builds the relationship. WhatsApp Groups tend to make communication quicker. It's easy to ignore an email that comes in at 8 pm, but chats are a lot easier to deal with. Sometimes a client is fighting a deadline and they need to know how to do something right away. Responding to a chat is the ideal solution. If you have too many WhatsApp Groups they can be challenging to manage. With a problematic client, sometimes even one WhatsApp Group can be challenging to manage. On the flip side, an excessive number of messages can harm your client rather than improve their experience. The most important thing about WhatsApp Groups is that you create them sparingly. Ideally, only for your most important clients. #### Create a WhatsApp Group Chat Marketing Campaign Agent Provocateur used WhatsApp Groups for marketing their The Ménage à Trois Campaign. The lingerie brand used WhatsApp Groups to help women decide which lingerie was best from their "Naughty or Nice" Christmas collection. Customers were encouraged to start a group chat with their partners, and an Agent Provocateur Agent to help them decide which items from their shop best matched their personality. ![Agent%20Provocateur%20used%20WhatsApp%20Groups%20for%20their%20The%20M%E9nage%20%E0%20Trois%20Campaign.%20The%20lingerie%20brand%20used%20WhatsApp%20group%20to%20help%20women%20decide%20which%20lingerie%20was%20best%20from%20their%20%22Naughty%20or%20Nice%22%20Christmas%20collection.](https://images.ctfassets.net/ph8r57dk1q9w/31EywAui6MugMcfDXYpIoP/fb0e03ff3acd759182282d27a2c80655/menageatrois_efe2c9a4d2cab607e06ee43aed3d01d6.jpg) In short, this [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) campaign was a massive success in the UK - 112 conversations took place in the app, 31% of the chats resulted in physical store visits, and 61% of the chats converted into substantial website traffic. If you'd like to learn more about WhatsApp Marketing check out our article about [WhatsApp Campaigns](https://rocketbots.io/blog/how-companies-do-whatsapp-marketing-and-support/). Also, while creating your marketing campaign you need to make sure it contains quality and original content to [avoid plagiarism](https://writemyessay.nyc/avoid-problems-with-using-source-material/). If you need help with writing, there are [writing services](https://www.essaysupply.com/blog/a-simple-guide-on-how-to-write-an-informative-essay) that will help you get a professional look at it. #### Use A WhatsApp Group For An Internal Team Last but not least, WhatsApp Groups can be used for internal teams. However, we do recommend this as a last-ditch effort. Slack, Google Chat & Microsoft Teams are so much better optimized to work internally. However, if you don't have any of those apps available at your company, try a WhatsApp Group if you need that extra level of collaboration to [increase productivity](https://www.hrcloud.com/blog/onboarding-best-practices-the-4-cs) among employees. Ready to create a WhatsApp Group? Read on to find out how. ### Setting Up WhatsApp Groups In this section, you'll learn how to create a WhatsApp Group and edit WhatsApp Group Names, how to change WhatsApp Group privacy settings, and how to join WhatsApp Group. #### How to Create a WhatsApp Group & Edit WhatsApp Group Names Creating a WhatsApp Group is simple. To begin, press the three dots in the top right corner. Then, select New Group and select the people you would like to add to the group. ![This%20is%20a%20picture%20of%20how%20to%20Create%20a%20WhatsApp%20Groups%20%26%20how%20to%20Edit%20WhatsApp%20Group%20Names](https://images.ctfassets.net/ph8r57dk1q9w/1zFKSTBhkdPRBCFfH3KBf1/b8fa2798f1c103e691daa6372a56db1e/Full_7cf43f7f097b67ee9b09df37c9b87a38.jpg) The next step is to add a WhatsApp Group Name, and you're done. Can you change WhatsApp Group Names? Yes, simply go to Settings and click on the pencil icon. Then, enter your new WhatsApp Group Name. At this stage, you can also add a profile picture for your business or simply use an online [logo maker](https://www.logogenie.net/logo-design) to create one if don’t have it yet. If you can’t add certain contacts to a WhatsApp Group, chances are they’ve turned on WhatsApp Group Privacy Controls. #### How to Change WhatsApp Group Privacy Settings WhatsApp has recently introduced new group privacy controls which let you limit who can add you to WhatsApp Groups. To access WhatsApp Group privacy settings, go to the Account options within the settings menu. Then, click on Privacy and select Groups. Here, you’ll be able to select who exactly can add you to a group. There are 3 options - Everyone, My Contacts and My Contacts Except. ![This%20is%20a%20picture%20of%20how%20to%20Change%20Privacy%20Settings.](https://images.ctfassets.net/ph8r57dk1q9w/1ugLUS5jn0viV7BeyGbAZb/1d1d644eb593d4b6121f1f02090d26c1/WhatsAppGroupPrivacySettings_bd8250b47c59478a2850cf16a572760b.jpg) If your contacts have restricted who can add them to WhatsApp Groups and you are not in their address book, you can add them privately by sending a temporary a time-limited link. Remember, the invite link will expire after 3 days. Once the link has expired, you can still invite contacts by sharing a WhatsApp Group Link or WhatsApp QR Code. #### How to Join WhatsApp Group With a WhatsApp Group Link & WhatsApp QR Code Inviting users via link is a handy feature if you're using your WhatsApp Group for reporting something. You could post the link somewhere on your work’s internal website or share it in another group. With the invite link, anyone who uses it can join the group. Unlike the time-limited invite link, WhatsApp Group Link will not expire. If the group is no longer used, you'll be able to revoke the link later so no new contacts can join your WhatsApp Group. ![This%20is%20an%20image%20showing%20How%20to%20Join%20WhatsApp%20Group%20With%20a%20WhatsApp%20Group%20Link%20%26%20WhatsApp%20QR%20Code%20](https://images.ctfassets.net/ph8r57dk1q9w/fPPqUX9QJt7qWHsEXnK0g/f03ae40c6f62528d7d0b4e0d4fe567d5/WhatsAppGroupInviteLinkandQRcode_97c207e9aa8145b1fc7adb6a728e93eb.jpg) To create an invite link open the actions menu on the top right and enter the group info panel. Then scroll down to participants and click Invite via link button. In the invite link panel, you'll have a few options with how to share the link. You may also generate a [WhatsApp QR Code](https://blog.beaconstac.com/2020/08/whatsapp-qr-code/ ) for your WhatsApp Group. If you share this group QR Code with someone, they can join the WhatsApp Group by scanning it with their WhatsApp camera. ### Managing WhatsApp Groups There is a chance that your WhatsApp Group may get out of hand. Not to fear! WhatsApp has provided some tools you can use to manage your WhatsApp Group. #### WhatsApp Groups Organization Features In a WhatsApp Group, especially if you're dealing with a high volume of messages, it is critical to stay organized. WhatsApp Groups have three features that can help you with this. ##### WhatsApp Group: Group Description The Group Description will do its part to help you, and everyone else in the group stays on track. To see the group description, people will need to click on Group Info. ![This%20is%20an%20image%20showing%20the%20process%20of%20adding%20a%20group%20description%20](https://images.ctfassets.net/ph8r57dk1q9w/1ydGzM35LMtAfKmg6IiYwu/0880a6045b2c234d06183db7b2fa973d/Full_6aa1b9f72a3a8f9b3483a4ef12aa877b.jpg) To create a group description, you'll need to go to the action menu on the top right. Navigate to group info, then click on the description. As long as you have permission to edit the group info, you'll be able to do so here. ##### WhatsApp Group: Search Search helps to find information that was sent hundreds of messages ago. Once you press search, you'll be able to search for text. The beauty of WhatsApp search is that it will search in reverse chronological order, so you'll be able to start with chats that mention your search term recently and go back in time to older conversations that mention the same text. ![This%20is%20an%20image%20showing%20how%20to%20use%20the%20Search%20feature](https://images.ctfassets.net/ph8r57dk1q9w/4wMqSB6qTWSH6CS3Oc0OYy/4fdfe230690b4483132f7371db0294ff/Full_868911190262135bd94a3abd85d36c0f.jpg) To search through your WhatsApp Group, you'll need to go the action menu on the top right and press search. Once you're in the search interface, you can type some text then press the search button on the bottom right to find. The up and down arrows on the top right will let you move up and down the conversation where your search term appears. ##### WhatsApp Group: Group Media Remember that pdf that someone sent you six months ago? You have no idea what the name of it was? Group media can help you with that. Group Media can be extremely useful in a chat that has lasted thousands of messages. It will separate documents or even those super hard to find links that someone shared with you ages ago and give them to you in a nice list. ![This%20is%20a%20picture%20showing%20to%20search%20to%20media%2C%20documents%20or%20links%20in%20a%20WhatsApp%20Group%20](https://images.ctfassets.net/ph8r57dk1q9w/1F8UjAJMxsHp0CgS35mhvi/c081d610b8bf71877b8cbe5257823d2a/Full_7b91c6f3592b1b4d50481e42adcf4728.jpg) To check out your group media, open the action menu on the top right, and select group media. There, you can move between media, documents, and links. Here you'll find all the documents and links shared in the conversation. With links you can even go back to the part of the conversation where the link was sent. #### WhatsApp Groups Productivity Features: WhatsApp Group Call Some of the least known features about WhatsApp Groups are WhatsApp Group Call and WhatsApp Group Video Call. Sometimes, a group call is just what you need to figure things out. Did you know you can video call with up to 8 people in a WhatsApp Group? ![This%20is%20an%20image%20showing%20how%20you%20start%20WhatsApp%20Group%20Call%20or%20a%20WhatsApp%20Group%20Video%20Call](https://images.ctfassets.net/ph8r57dk1q9w/5X9Yw0eJM01rIudCgEko3J/c6664dd4fadb2478b2120cbd1bf7d5a3/Full_2a08e1671bd9a4f61e63256bbe377c23.jpg) To start a call, press the phone + icon at the top of your WhatsApp Group. Once pressed, you can select your participants at the bottom of the screen and choose between a voice call or a video call. #### WhatsApp Groups Permissions Settings Sometimes it's not enough to have one person manage the group. Perhaps the person who created the group is not that active anymore and you need someone else to add and remove people from the group. To help achieve this WhatsApp has quite a few permissions settings. ##### How to Add and Remove WhatsApp Group Admin Edit Group Admins allows an admin to add and remove other WhatsApp Group Admins from the group. To access the admin settings you open the action menu on the top right and open group info. Once there, you can open group settings then edit group admins. ![This%20is%20a%20picture%20showing%20how%20you%20edit%20WhatsApp%20Group%20Admins](https://images.ctfassets.net/ph8r57dk1q9w/6pU0FHU3v2CspGcplqZO8V/68ce43e17419846a4b281cf52ba0e545/Full_1591b908fcb9b21bce272217fa8777f3.jpg) Admins can enable or disable the abilities of regular group members to edit group info and send messages. ##### How to Edit WhatsApp Group Participant Privileges Edit Group Info allows you to take away privileges from regular group members. By default, everyone can edit the group info. This setting allows you to make it so that only admins can edit the group info. To access this setting open the action menu on the top right and open group info. Once there you can open group settings and then edit group info. ![This%20is%20an%20image%20showing%20how%20you%20edit%20admin%20privileges%20in%20a%20WhatsApp%20Group%20](https://images.ctfassets.net/ph8r57dk1q9w/3gSNaER0tPJdFWKMDNMNTf/b9d4eea2ed3a6f0234e141ac3a4b0cf9/Full_592cf5d17183a5a81172881945f187f3.jpg) Send messages allows you to take away the messages privileges from regular group members. In a way, this turns your WhatsApp Group into something akin to a telegram channel. Just a way for admins to share information to everyone in the group. ![This%20is%20a%20picture%20showing%20how%20you%20stop%20participants%20from%20sending%20messages%20in%20the%20WhatsApp%20Group%20in%20the%20WhatsApp%20App](https://images.ctfassets.net/ph8r57dk1q9w/3KPX5bCxHyo6dHN3tNzqxP/e8f06989403ddd9779ea89e1026e473e/Full_440848f3b56539e53768bd7cfda35f33.jpg) To access this setting open the action menu on the top right and open group info. Once there you can open group settings then send messages. #### WhatsApp Groups Sanity Features: Delete & Mute WhatsApp Group We're calling these features the sanity features because they help you stay sane. For those that have had tons of WhatsApp Groups before, you know the pain of a group that has a new message every 10 seconds or so. ##### How to Leave WhatsApp Group If you have a WhatsApp Group that is blowing up, you have the option to leave the group. Simply press the three dots in the top right > More > Exit Group. Alternatively, tap on the WhatsApp Group Name. Then click Exit Group > Exit. ![This%20is%20an%20image%20showing%20one%20of%20the%20sanity%20features](https://images.ctfassets.net/ph8r57dk1q9w/yfOn0YAIhx1gED3wm1bib/dacd096a9380d5e5d9783b6852595c49/ExitWhatsAppGroup_446f84c120805a5e0f184e0b3295fa20.jpg) You'll be removed from the group if you exit a group, but you can still see the group in your Chats tab & you can read the chat history. If you are the only WhatsApp Group Admin, a new admin will be chosen at random. ##### How to Delete WhatsApp Group You can delete a WhatsApp Group once you’ve left. Keep in mind, the chat history will be erased when you delete the group and the group will no longer show up in the Chats tab. ![This%20is%20an%20image%20showing%20one%20of%20the%20sanity%20features](https://images.ctfassets.net/ph8r57dk1q9w/7xMAe2lt3ElWX6FMHN8gYH/ec6d7a8ffa623cc18386ec2a031f2174/DeleteWhatsAppGroup_a2880c45108e7c8555dbd6c0c5d12896.jpg) To delete a WhatsApp Group, tap on the group name, tap Delete Group > Delete. If you want to delete the group media, check the Delete Media In This Chat box. ##### How to Mute WhatsApp Groups Mute Notifications allows you to take a break from a WhatsApp Group for a while but not leaving it for good. You can mute notifications for any WhatsApp Group for 8 hours, one day or forever. One unusual item though is that there is a checkbox where you can press show notifications. Why would you want to show notifications if you are muting notifications? ![This%20picture%20shows%20how%20to%20mute%20notifications%20in%20a%20WhatsApp%20Group.%20Mute%20Notifications%20allows%20you%20to%20mute%20notifications%20for%20any%20WhatsApp%20Group%20for%208%20hours%2C%20one%20day%20or%20one%20week.%20This%20feature%20is%20excellent%20if%20you%20have%20one%20group%20that%20is%20blowing%20up%20and%20you%20need%20a%20break%20from%20it%20for%20a%20while.](https://images.ctfassets.net/ph8r57dk1q9w/58u3sx1O2EL19DK9Mw5X85/844599ee3bf57f7edf249a2164f5debe/MuteWhatsAppGroup_8e579d09ebed03e56b9866072e94665c.jpg) When clicking that option, you'll be able to see that WhatsApp app icon in your top bar, when there is an unread message, but you will not see the popup notification of what the message is as usual. To mute notifications open the action menu on the top right, then press mute notifications. Then you'll be able to select how long you want to mute the notifications for. To unmute notifications, you can go back to the same menu. ##### How to Set Up WhatsApp Group Custom Notifications Custom Notifications are the exact opposite of muting notifications. Instead of muting the group, this setting will allow you to create a special notification so that you can easily separate which WhatsApp Group requires your attention. This can be useful when you have many conversations or groups in your WhatsApp, and you need to be able to give special attention to one WhatsApp Group or a few WhatsApp Groups. ![This%20is%20a%20picture%20showing%20the%20process%20of%20creating%20a%20custom%20notification%20in%20a%20WhatsApp%20Group%20](https://images.ctfassets.net/ph8r57dk1q9w/3Psb4T85NzDQBQXb9jZUpe/51c3c035c0e4304421285f2c5d4a5b42/Full_cc706d01a5ef4813931de4704a517343.jpg) To create a custom notification, open the action menu in the top right, open group info, then select custom notifications. There you will be able to choose a custom ring tone, a long or short vibration pattern, and the color of your notification light. **Adding a Shortcut** to your home screen is another way of giving this WhatsApp Group priority over others. This is something you can do if your WhatsApp App is completely cluttered with conversations, and you'd like to get quick access to some groups. ![This%20is%20a%20picture%20showing%20how%20you%20add%20a%20shortcut%20to%20your%20Whatsapp%20Group%20](https://images.ctfassets.net/ph8r57dk1q9w/2Ud8e4UuVJXgXx9Lgg3gXk/7be7d0a267dd1de8ec9824970f14c13e/Full_f60dc412a2b4d6cc625d508ba5132f60.jpg) To create a shortcut to the WhatsApp Group open the action menu in the top right, press more, then select Add shortcut. Then you'll be asked where you would like to place the shortcut on your panel(s). And there you have it. Communicating with multiple participants at the same time is easy with WhatsApp groups, but it might not be the most effective strategy for marketing or announcements at scale. In that case, you’d want to check out [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast) with [WhatsApp API](https://respond.io/blog/whatsapp-business-api). At that level, teams can also manage one-on-one conversations more effectively, including transferring live calls between agents when a discussion needs the right specialist. ### Further Reading If you enjoyed this article and are interested in learning more about WhatsApp for Business, check out these articles: - WhatsApp Business Multiple Users: 5 Steps Guide - WhatsApp CRM Ultimate Guide: Integration, Use Cases and Best Practices - How to Send Bulk Messages on WhatsApp: A Step-by-Step Guide ## [What Is Conversational Marketing? 3 Strategies & Examples](https:/respond.io/blog/what-is-conversational-marketing) Learn how conversational marketing helps accelerate the customer experience to turn conversations into conversions and business results. Wondering if conversational marketing is for you? Explore what it is and why it’s crucial for driving revenue in today’s competitive landscape. We’ll show you how chat-based experiences engage customers and accelerate sales in a way traditional marketing can’t. We also share best practices, potential challenges and actionable strategies for scaling conversations across channels like WhatsApp, Facebook, and web chat. Finally, we’ll showcase real-world examples of businesses boosting conversions and retention through effective conversational marketing. Ready to generate results over chat? Let’s dive in. ### What is Conversational Marketing? Conversational marketing refers to real-time marketing chats on [website widgets](https://respond.io/blog/omnichannel-widget#toc-mobile-1), social media and instant messaging channels. It creates revenue-generating opportunities by encouraging leads or customers to ask about your products or services, nurturing them towards first-time or repeat purchases through personalized, one-on-one interactions. ### Why is Conversational Marketing Important? Traditional sales funnels such as lead capture forms, emails and other one-way communication methods are no longer efficient in intensely competitive markets. For example, customers who receive a marketing email may want to know your delivery charges, or what sizes are in stock. Those who can't get immediate answers frequently become impatient and drop off. In contrast, we’re seeing significant results from two-way, personalized customer experiences. Customers feel their specific needs are being addressed, which increases buyer confidence. Chat over instant messaging or social apps is a huge part of this strategy. Consider the following [statistics](https://wifitalents.com/statistic/conversational-marketing/#:~:text=55%25%20of%20consumers%20are%20interested,uses%20chat%20instead%20of%20email): - 55% vote for messaging apps as the best way to interact with the brand. - 72% expect businesses to respond within 5 minutes of making contact. - 70% (of millennials) prefer a company that uses chat instead of email. ![Five%20circles%20with%20one%20benefit%20of%20conversational%20marketing%20inside%20each](https://images.ctfassets.net/ph8r57dk1q9w/6AMteeb4eN415GUj2hCEgj/c08558c6dbd8e537245a2ca9f7041b9a/what-is-conversational-marketing-image-1_41c7904a8156c1c69741abba3ac6c8be.png) A smooth customer experience repeated over time positively influences satisfaction and retention. This is great news for you because: - Replacing lost brand-loyal customers can cost five to seven times more than retaining them - A consistent brand experience builds trust, making customers 88% more likely to buy from you again - A staggering 62% of loyal customers rely exclusively on their trusted brands and are 3.8x more likely to spend more on them In short, great conversational marketing can create a robust pipeline of leads and returning customers, and [accelerate returns on investment (ROI)](https://respond.io/blog/messaging-strategy#toc-mobile-1). ### How Does Conversational Marketing Work, Especially for Medium to Large Businesses? Customers respond to a marketing campaign by reaching out to you via touch points such as your website, social media or messaging channels like WhatsApp. Alternatively, prompt engagement on your website with a pop-up asking, "Hello, how can I help you?" They then enter a real-time chat with you. The back-and-forth nature of the conversation ensures customers are instantly getting the information they need to make a decision, encouraging them to move to the next stage of the customer journey. However, conversational marketing at scale can place a heavy workload on businesses, especially if you can’t handle conversations 24/7 or are [present on multiple channels](https://respond.io/blog/omnichannel-retail#toc-mobile-8), such as WhatsApp, Facebook, Instagram and web chat. Common ways to relieve the load include: - Leveraging quick replies that accurately answer customer queries, guiding them smoothly from interest to purchase decision - Using chat automation and AI Agents to automate to automate part or most of the customer journey, from answering common inquiries to handling lead qualification, chat routing and leaving internal comments for smooth handovers. Dialogue-driven chatbot technology has become so sophisticated that many customers believe they’re interacting with a human. If interaction gets complicated, an intelligent workflow will allow a live agent to take over the conversation, creating a seamless customer experience. This efficiency captures leads while their interest is high and reduces friction that could prevent them from moving quickly to the next stage of the journey. ### 3 Conversational Marketing Strategies Conversational marketing transforms how brands engage with potential customers, but it doesn’t happen by chance. Below are some critical steps for an impactful and results-driven strategy. #### 1\. Maximize Your Lead Generation Pipeline **Your website is your digital storefront,** representing a vibrant platform for leads to connect with your brand. Consider using [chat widgets](https://respond.io/blog/omnichannel-widget) on relevant site pages so visitors can easily ask questions and engage with your brand. Also use [chat links and buttons](https://respond.io/blog/whatsapp-sales#toc-mobile-7) that enter them directly into a chat on their preferred channel, with the added benefit of capturing customer information like their WhatsApp number or Instagram handle. ![icons%20showing%20chat%20links%20and%20buttons%2C%20QR%20codes%20and%20click%20to%20chat%20ads%20as%20ways%20to%20maximize%20lead%20generation](https://images.ctfassets.net/ph8r57dk1q9w/51WCuWTyeHP4VF88DtyBCJ/e7e1b4143c99db7faeed5062b3ad88f5/what-is-conversational-marketing-image-2_f52dcb1eb9fc4e9d0eded0c5aee175c8.png) **Customers continuously surf social media,** providing fertile ground to capture their attention in their favorite digital environment. Engaging campaigns and [click-to-chat ads](https://respond.io/blog/whatsapp-lead-generation#toc-mobile-4) on social media feeds are a powerful method to direct target audiences into a chat with you. Apart from [chat links and buttons](https://respond.io/blog/whatsapp-lead-generation#toc-mobile-5), you can direct leads from your [Instagram](https://respond.io/blog/whatsapp-link-for-instagram) or [Facebook Page](https://respond.io/blog/how-to-add-whatsapp-button-on-facebook-page) into a WhatsApp, [Messenger](https://www.youtube.com/watch?v=d4nVNt08xmY) or [Instagram chat](https://www.youtube.com/watch?v=3VT2AIZ31fk). **Consider offline touch points** like physical stores or trade shows by placing [QR codes](https://respond.io/blog/whatsapp-lead-generation#toc-mobile-5) in strategic locations like merchandise displays, brochures or booths. This turns a possible one-off encounter into a prolonged engagement by allowing them to chat with you at their convenience. #### 2\. Maintain a Robust Conversational Marketing Plan So you’ve got your marketing conversations up and running. To make sure they deliver the desired outcomes, implement a clear plan. Some steps include: - Set clear marketing goals, such as conversation volume per campaign or conversion rates over chat - Anticipate the most likely questions or pushbacks and train your human and AI agents to respond accordingly - Ensure your AI chatbots, automation and platform always function smoothly and don't emerge as pain points themselves - Create feedback channels such as surveys or rating systems to gauge customers’ experience These are just a few actions that ensure your conversational marketing initiatives are intentional and focused to better meet your goals. ![four%20actions%20to%20take%20for%20a%20conversational%20marketing%20action%20plan%20in%20boxes%20with%20arrows%20indicating%20the%20steps](https://images.ctfassets.net/ph8r57dk1q9w/4fvKUKXPVgk5GwqdmSvaa9/e6e550225d889af8be8594499e1a4b82/what-is-conversational-marketing-image-3_481dcb2c11ca3bef4b701218a9ebd271.png) #### 3\. Measure Success with the Right KPIs Testing, analyzing, and fine-tuning your conversational marketing strategies are all part of the game. But to know what's working, you’ll need to rely on key performance indicators (KPIs) that quickly reflect success or areas to improve. Some valuable KPIs include: - Conversation volume to show campaign engagement - Preferred channels and times for engagement to optimize future campaigns - Customer satisfaction scores from feedback collected directly after chats - Results tied to optimized conversational efforts, such as revenue ![image%20showing%20the%204%20crucial%20conversational%20marketing%20KPIs%20to%20measure](https://images.ctfassets.net/ph8r57dk1q9w/7AkAwky3j6Z2cPNCoslzb3/f68e180c991801c50ac493134a0f5db2/what-is-conversational-marketing-image-4_6bbd10339d11be4f506441a94ef34f99.png) ### Challenges and Best Practices in Conversational Marketing Conversational marketing at scale can present challenges. High chat volumes can overwhelm your team and delay responses, while the inability to integrate [new chat tools with your existing CRM software](https://respond.io/blog/whatsapp-crm) or tech stack may fragment data and reduce performance. Striking the right balance between automation and human interaction is also crucial. Generic responses that don’t address specific inquiries not only fail to resonate with customers but actively frustrate them. If you’re looking to generate significant results from conversational marketing, prioritize a solution that supports personalization, such as the ability to: - Identify various customer segments - Differentiate first-time or returning visitors and existing customers - Identify where customers are in their lifecycle to tailor communication - Use first names or other personal identifiers such as location where necessary For best results, combine automation and the human touch while leveraging customer data for meaningful, personalized interactions that drive engagement and build lasting customer relationships without compromising efficiency. ### 2 Conversational Marketing Examples and Case Studies What you’ve read so far might sound abstract or hard to picture. Here are two real-world success stories from our clients to show you what conversational marketing success can look like. #### Sport Center Los Naranjos This [wellness center](https://respond.io/customers/how-sport-center-los-naranjos-gains-20-more-conversions-from-sales-inquiries) in Caracas struggled to handle over 1,000 inquiries per month from WhatsApp and other channels, causing delayed responses and significant customer frustration. Internal collaboration was also inefficient as it involved manually referencing an external wellness management software (Fitco). Respond.io upgraded Sport Center Los Naranjos’ [WhatsApp account to API](https://respond.io/blog/whatsapp-business-api) for multi-user WhatsApp access and connected all channels, Fitco and Google Sheets to centralize operations. The unified inbox allowed replies, omnichannel enquires and Click-to-Messenger Ad responses easily, with Workflows automation handling most FAQs and routing chats to appropriate agents. Managers also had unprecedented insights into customer conversations and could identify areas of improvement and track performance. The result? A whopping **75% reduction in response times and 20% increase in conversions**. #### H&H Skincare This [Indonesian skincare retailer](https://respond.io/customers/how-hh-skincare-boosted-its-customer-loyalty-to-60-percent) differentiated itself by offering expert consultations 24/7 via [WhatsApp](https://respond.io/blog/whatsapp-business), [Instagram](https://respond.io/blog/instagram-business-chat), and [Facebook](https://respond.io/blog/facebook-business-chat) and a 24-hour live stream on TikTok. However, escalating chat traffic created severe bottlenecks and although the business upgraded to WhatsApp API, it still couldn’t create its ideal customer experience. It connected all messaging channels to respond.io, unifying customers’ chat histories across channels to create comprehensive profiles that included data on skin types and problems. H&H Skincare then scaled its customer team and implemented automation across its sales process, from answering FAQs and sending surveys to booking appointments and making purchases. Personalized responses based on past behavior and broadcasts to finely targeted audiences also kept existing customers re-engaged. As a result, the retailer saw a **60% boost in customer retention and 160% more sales**. ### Ensure Great Conversational Marketing Results As you can see, conversational marketing success can only happen by design. It requires clear goals, a focused and actionable strategy, and a comprehensive reporting structure for tracking and optimization. If you’re doing this at scale, whether you have multiple colleagues or teams, are present on multiple channels or handle a massive customer base, your chosen software should not only support these initiatives but make it easy for you to achieve success. This includes features such as multichannel support, customer profiles and lifecycle management for tailored communication, integrations with your existing tech stack, and automation or AI that reduces repetitive work and can transfer complex queries or VIP customers seamlessly to human agents. Respond.io does all this and more, with comprehensive reports and analytics—including [Paid Ads attribution](https://respond.io/help/dashboard-reporting/reports-lifecycle#using-lifecycle-reports-with-paid-ads) to track which campaigns drive real conversions—and a record [99.999% platform uptime](https://respond-io.betteruptime.com/), allowing you to deliver consistently great customer experiences that foster trust and loyalty. Curious how your business can benefit from a solution like this? Sign up for a free trial or book a customized demo today to start tapping into the huge ROI potential of conversational marketing. ### Further Reading Interested in learning more about boosting your business through conversations? Check out these articles. - WhatsApp Marketing: A Comprehensive Guide - Conversation-Led Growth: Drive Business Results Through Conversations - Conversational AI Platform: Securing Success with AI Chats ## [What is CSAT? The Customer Satisfaction Process Guide](https:/respond.io/blog/csat-customer-satisfaction-score) What is CSAT? How do I calculate my Customer Satisfaction Score? Find your answers here, as we guide you through the whole Customer Satisfaction Process. What is CSAT? How do I calculate my Customer Satisfaction score? Medium to big-sized companies should be familiar with these terms. The following article is meant to teach you everything about the customer satisfaction process — from basic CSAT concepts to creating CSAT surveys and saving the responses with respond.io Workflows. ### What is CSAT? Customer satisfaction (CSAT) is a way of measuring the degree of contentment customers feel about a company as a whole, or about a specific segment or experience, such as pricing, services, support and more. #### The Customer Satisfaction Process: Why is CSAT Important? Customer satisfaction is linked to a company's success, as satisfied customers are likely to be loyal brand advocates. They help to build a strong brand reputation and keep your customer acquisition costs low. Retaining existing customers is cheaper than acquiring new ones as existing customers already trust the company. New or potential customers, however, require a business to invest in guiding them through the early and pricey stages of a customer lifecycle. The most common way to gauge customers satisfaction is using surveys. Traditionally, companies surveyed customers' satisfaction levels via email. But these days, we are seeing [companies switch business processes over to messaging apps increasingly.](https://respond.io/blog/whatsapp-customer-service#toc-mobile-0) | Email | Instant Messaging | | --- | --- | | Lower response rates | Higher response rates | | Different messaging channel | Same messaging channel | | Same filters | No spam filters | Emails can end up in the spam folder unnoticed. [This is not the case for instant messages](https://respond.io/blog/business-messaging#toc-mobile-5), which will reach the recipient and notify them directly unless the sender’s number has been blocked. But the main disadvantage of email surveys is that they take place on a different messaging channel. Someone who ends a conversation on a chat app is less willing to take the extra step to complete the email survey. It could also be the case that, by the time customers open their inboxes, they have already lost interest in the matter. In contrast, replying to in-app surveys is straightforward. Customers can do this in the same messaging channel after the conversation with the agent ends. Since the conversation is still fresh, they are more willing to take a simple survey on the spot. For the aforementioned reasons, surveys sent via instant messaging boast higher response rates than those sent via email. The higher response rates allow businesses to have a more accurate perspective on customer satisfaction. Measuring customer satisfaction score via instant messaging is, therefore, a better choice. But, what are the metrics business use to measure customer satisfaction? #### The Customer Satisfaction Process - CSAT Metrics There are three popular customer satisfaction metrics. They are used for different purposes since each of them provides a different perspective on the way customers value a given company. ![Image%20showing%20types%20of%20customer%20satisfaction%20score](https://images.ctfassets.net/ph8r57dk1q9w/1L0byZWfqQ7XhoTAwsnIDB/406ec088b50c485aaae8dbf737adaab6/CSATImage01_376dcc02cdcfc8416906f6e80851597b.png) **NPS (Net Promoter Score)** is a metric that measures customer loyalty. A basic NPS survey will introduce a question along the lines of *How likely are you to recommend our business to a friend or colleague?*. Then, surveyees are asked to pick a score from 1 to 10. Based on the score, customers are classified into promoters (9 to 10), passives (7 to 8), and detractors (0 to 6). ![Image%20illustrating%20customer%20satisfaction%20score%3A%20NPS](https://images.ctfassets.net/ph8r57dk1q9w/17yKJzoGUnpehzc6AKwReK/a04d735fc49d5104470f9566db172189/CSATImage02_d92da90f1f63e3d27542386266ce263d.png) This metric focuses on building a good customer satisfaction process in the long term. By addressing the promoters and passives, businesses can create long-lasting relationships with their clients. **CES (Customer Effort Score)** indicates the effort a customer has to exert to accomplish a certain action. For instance, a purchase or cancellation. CES questions could look like this: *How much effort did it take to solve your issue today?* Customers typically choose a number from a numerical scale, though some surveys use colored buttons or emojis to indicate customer satisfaction. ![Image%20showing%20how%20CES%20surveys%20are%20used%20to%20gauge%20user%20experience%20%20](https://images.ctfassets.net/ph8r57dk1q9w/1KVeYkvFpcKmTk889150NP/d92ac1ae01e30015b72afe451a47d529/CSATImage03_5b0c73146dabfc9a9872816c8172ea12.png) This metric is a good indicator of repeat customers and the likelihood of customer referrals. At the same time, it can reveal certain areas where the customer experience is not optimal. Similar to NPS, CES is a long-term value metric. Lastly, there is the customer satisfaction score (CSAT). This is the most popular customer satisfaction metric, and that is why we have a whole section dedicated section to it. Keep reading to find out more. ### Customer Satisfaction Score (CSAT) In the previous section, we saw how NPS and CES surveys are useful metrics to measure long-term value. Now let’s see what the CSAT score is and how it differs from the other two metrics. #### What is CSAT Score? Unlike CES and NPS, a CSAT score measures the degree of satisfaction a customer experiences after a specific interaction with a company. Thus, companies use CSAT surveys to analyze the experience at different steps of the customer satisfaction process. For example, CSAT is a popular metric used by support teams to determine how effective their problem-solving is. ![Image%20showing%20how%20CSAT%20surveys%20are%20used%20to%20gauge%20satisfaction%20with%20a%20specific%20touchpoint](https://images.ctfassets.net/ph8r57dk1q9w/3YmGsdItNuMlEMbjWDD6gv/e639120a31fafe87affe936c04ab0d6d/CSATImage04_de8fa6fc9192948c5622a347be4d6009.png) CSAT surveys ask questions along the lines of *How satisfied are you with this experience?* Of all the CSAT rating systems, the most popular ones use stars, emojis, or a numeric scale. In some cases, the survey has two or more questions. #### Benefits of CSAT Surveys Because numeric values are often used, CSAT survey data is easy to work with. When a specific interaction is getting a low customer satisfaction score, the company can target the issue and find ways to improve the customer experience. CSAT surveys are easy to answer, and it usually takes only one click. This encourages people to take them. For that reason, CSAT surveys get high response rates. ![Image%20showing%20Three%20reasons%20why%20CSAT%20is%20the%20most%20popular%20customer%20satisfaction%20rating%20method](https://images.ctfassets.net/ph8r57dk1q9w/4UJjgZtiiF7m6QE9rJpPby/c0e023a9c54dda677fbc9bba8d45449f/CSATImage05_e2fae909fa4f4ba25864b5ba4f4f9396.png) Since this is the most popular scoring method, companies often share their customer satisfaction score on their websites to demonstrate to visitors that they have an excellent customer satisfaction process. These scores can be used as benchmarks by other companies that also use CSAT surveys to improve their own score. In the following section, we’ll explain how to calculate the CSAT score of a company. #### How To Calculate CSAT Score To calculate the customer satisfaction score, your company will first need to establish a benchmark for a good score. Then, divide the number of answers that meet or surpass that benchmark by the total number of answers submitted. ![Image%20showing%20how%20to%20Calculate%20CSAT%20score](https://images.ctfassets.net/ph8r57dk1q9w/3mqJq4KxWTzs0dprLN4hkY/b1e4d42289271a7acd85db4164c0bba1/CSATImage06_60582160d8dd8849990ffc06f2e0c012.png) What is a good CSAT score? In general, having a CSAT score of 75% or more is considered good. But this depends on the industry and the company’s own goals. We’ve covered both CSAT surveys and scores. In the next section, we’ll show you how to create your own CSAT survey using Workflows on respond.io. If you are not familiar with Workflows yet, we suggest you start [here](https://respond.io/blog/inbound-conversations). ### CSAT Surveys with Respond.io Workflows With respond.io, Users can create CSAT survey Workflows that are triggered when a conversation with a Contact closes. Plus, choosing a Conversation Closed Trigger allows Users to implement Trigger Variables. In short, Trigger Variables belong to the Workflow Variables category. They only exist during the Workflow session. Find the full list of available Trigger variables for the Conversation Closed Trigger [here](https://help.respond.io/dynamic-variables/dynamic-variables). This type of variable allows for endless possibilities. But in the context of CSAT surveys, we suggest using Trigger Variables when sending CSAT data to a CRM using an HTTP Request Step. Now, using the Conversation Closed Trigger has a little downside. Contacts who have several conversations in a short period of time will be sent the same survey repeatedly. This could negatively affect the customer satisfaction process. ![Image%20showing%20how%20Agents%20can%20manually%20send%20a%20CSAT%20survey%20using%20the%20Shortcut%20button%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/46hXgCJmflSECPnMnwVita/4a92507d0516936c044af4ed69b518fc/Screenshot2022-04-07at17_54_49_538ea4dd1a0f62b1397f0b30d6c71270.jpeg) For CSAT purposes, we generally recommend using a manual Trigger like Shortcut. This allows Users to manually send a CSAT survey by clicking on the Shortcut button in the [Messages Module](https://help.respond.io/messages/messages-overview). Once you've chosen your preferred Trigger, be it Conversation Closed or Shortcut, it's time to create the survey in Workflows. #### Creating a Client Satisfaction Survey with the Ask a Question Step To start a survey, you’ll need an [Ask a Question Step](https://respond.io/blog/question-bot) right after the Trigger. As mentioned, the most common CSAT survey question is: *How satisfied are you with this experience?* Type your question in the Question Text field. The Ask a Question Step offers several Question Types to choose from. But for this purpose, you’ll want to choose Rating. The Rating Question Type is designed perfectly for this use case and allows Contacts to pick a rating between 1 and 5 stars. ![Image%20showing%20how%20to%20create%20a%20client%20satisfaction%20survey%20with%20an%20Ask%20a%20Question%20Step%20in%20respond.io%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/2ITBO64KZs6GxN8CuiJn1v/eaed0f1719782f96825a2fb7f91f663e/Screenshot2022-03-30at12_47_53_1e22cd99672b79461d75a269f0ec6205.png) The answers collected in this Step will be used in subsequent Steps. This means that they need to be saved as variables. Enable Save Response As Variable and give the variable a name. For example, *rating*. The survey part is complete. But if answers are not saved, you won’t be able to calculate the customer satisfaction score. You can either save the answers to Google Sheets or to your data warehouse. We’ll look at the Google Sheets method first. #### Saving the Answers to Google Sheets To save the survey answers to Google Sheets, select the [Add Google Sheets Row Step](https://help.respond.io/workflows/workflow-steps#step_add_google_sheets_row). Then, click on the Connected Google Sheet button and select the Google Sheet to save your answers. In the Column Mapping field, name the columns with text, variables, or Google Sheets data. Remember the variable we named *$rating* before? Don’t forget to include it in one of the columns. Otherwise, your CSAT ratings won’t appear on the Google Sheet later. ![Image%20showing%20how%20to%20transfer%20the%20customer%20satisfaction%20ratings%20to%20a%20Google%20Sheet%20using%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5bnYXXUzrcvfrcgrKNSwtD/3adc9f00027f7d4e1ab1a05910683210/Screenshot2022-03-30at12_53_19_99dc2cf249599e1ea06855b8c570911a.png) When the Workflow is triggered, the values defined in the Column Mapping field will be added to the selected Google Sheet and displayed in a new row at the bottom of the table. Some companies work with CRMs such as Zendesk, Salesforce, or Hubspot, and prefer to have their answers saved there. We've got them covered too. Let’s see how this works in our last section. #### Saving the Answers to a CRM or Data Warehouse To save the answers to a CRM or data warehouse, we’ll need to create a webhook between its API and respond.io. This can be done by adding an [HTTP Request Step](https://help.respond.io/workflows/workflow-steps#step_http_request) after the Ask a Question Step. To fill in the Method, URL, Body, and Headers correctly, consult the API documentation of the third-party CRM or data warehouse you are using to store CSAT data. ![Image%20showing%20how%20to%20submit%20customer%20satisfaction%20ratings%20to%20a%20CRM%20with%20an%20HTTP%20Request%20Step%20using%20respond.io%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/5esUeCHm8BuvU26PPDjiRD/ee7985671130385e93b1520816cb9ba6/Screenshot2022-03-30at12_58_09_73ed2c81aea0df0f2ff2b72e5ca48983.png) Lastly, remember to include the variable saved in the Ask a Question Step (which we previously named *rating*) in the Request Body field. This variable holds the survey answers that you want to transfer to your software of choice. As you can see, respond.io makes the customer satisfaction process easy. But the possibilities don’t end there. Do you want to market, sell and support with the leading messaging platform? [Sign up for a respond.io account now!](https://app.respond.io/dashboard) ### Further Reading Did you find this article useful? If so, here are some other quick reads that might interest you: - Automatic Assignment with respond.io - Contact Routing with respond.io - How to Send an Away Message for Business ## [What is Google My Business? ](https:/respond.io/blog/what-is-google-my-business) This article answers the need-to-know questions for Creating A Google My Business Profile. Learn how your Google My Business profile appears to customers on Google Search and Google Maps. We examine the benefits of having a Google My Business listing and the history of how Google My Business was developed. If your business listing appears in Google Search or on Google Maps, you can modify the information on that listing from Google My Business. This article examines the origins, use cases, and benefits of Google My Business. We'll show you how your Google My Business profile appears to customers on Google Search and Google Maps, how you can modify that data and how you can message potential customers directly through Google Maps or Google Search. ### What is Google My Business? Google My Business, known in shorthand as GMB, is a free online platform used by businesses to manage their Google Search and Google Maps listings. Google My Business is the product of over 10 years of development and consolidation of different Google platforms. ![Google%20My%20Business%20is%20the%20product%20of%2010%20years%20of%20trial%20and%20development%20of%20different%20Google%20platforms.%20Today%2C%20Google%20My%20Business%20is%20a%20popular%20platform%20for%20businesses%20and%20a%20trustworthy%20information%20source%20for%20customers.%20Google%20My%20Business%2C%20also%20known%20in%20shorthand%20as%20GMB%2C%20is%20a%20free%20online%20platform%20used%20by%20businesses%20to%20manage%20their%20Google%20Search%20and%20Google%20Maps%20listings.](https://images.ctfassets.net/ph8r57dk1q9w/2r8hjgyBrD4IJtek9nndxA/c3046cff2a0028a04151e5c6363dde08/GMBlogo_37f3fb9b18284d4a5299ba7eb186f057.jpg) Those early attempts to create a platform for business listing contributed a raft of valuable features that we know today as Google My Business. To understand what GMB is today, it's important to understand how you got there. #### The Evolution of Google My Business Once upon a time, Google Maps as we know it today didn't exist. Crazy right? What's even crazier is that there it started as two products Google Maps AND Google Local. Plus there were apps like Hotpot, Google Places, Google+, maybe you remember some of these? All of these apps evolved into what we know today as Google Maps & Google My Business. It all started in 2004, Google Local was released as a better version of Yellow Pages. It displayed the name, address, and phone number of businesses with their maps, directions, and webpages to users. In February 2005 maps were rolled out into their own product called Google Maps. But in Google's infinite wisdom it had merged maps back into Google Local by October 2005... Then changed the name back to Google Maps in 2006. ¯\\\_(ツ)\_/¯ ![Here%20is%20a%20brief%20summary%20of%20how%20Google%20My%20Business%20came%20to%20be.%20In%202004%2C%20Google%20Local%20was%20released%20as%20a%20better%20solution%20to%20the%20business%20listing%20directories%20of%20the%20time%2C%20like%20the%20Yellow%20Pages.%20It%20combined%20the%20name%2C%20address%2C%20and%20phone%20number%20of%20a%20business%20with%20maps%2C%20directions%2C%20and%20webpages.%20In%20February%202005%2C%20Google%20Maps%20was%20released.%20It%20was%20a%20visually-appealing%2C%20interactive%20online%20map%20with%20promising%20features.%20In%20October%202005%2C%20Google%20Maps%20and%20Google%20Local%20merged%20under%20the%20name%20Google%20Local.%20In%202006%2C%20Google%20decided%20to%20change%20Google%20Local%20to%20Google%20Maps%2C%20which%20continues%20to%20grow%20in%20feature%20offerings%20and%20popularity%20under%20the%20same%20name%20to%20this%20day.](https://images.ctfassets.net/ph8r57dk1q9w/zia554REaPJlsKbGDU8rp/a5686ea1255366ea62899d7cf109e60b/GoogleLocaltoMaps_c6759331ef57fd43bf364fc92874784b.png) By 2009 the elements of Google My Business started to take shape. Google Places Pages was introduced to allow businesses to manage their own listings. Seems like we're almost there, but Google managed to fit in at least a half dozen failed products like Hotpot, Google Places, Google Places Pages, Google+ Pages, and Google+ Local. All of which are barely worth mentioning. By June 2014, Google My Business was launched in the form we know today. A product that allows businesses to manage information in one place for all Google business listings. Today companies are able to manage their Google My Business profile on both desktop and mobile using both browsers and apps. Before we get into the features, let's see if GMB is right for you. ### Can Your Business Use Google My Business? The short answer is yes. Even if you don't create a Google My Business Profile, there is already user-sourced info about your business anyway. It includes reviews of your business, popular times to visit, photos taken by customers. Your Business Profile is updated when someone takes an action like leaving a review, asking a question or uploading a photo. ![Before%20you%20even%20create%20your%20Google%20My%20Business%20Profile%2C%20there%20is%20user-generated%20information%20comes%20from%20people%20who%20use%20Google%20services.%20Google%20sources%20a%20variety%20of%20information%20about%20companies%20with%20a%20Google%20My%20Business%20listing%20from%20its%20users.%20This%20user-generated%20information%20includes%20reviews%20of%20your%20business%2C%20popular%20times%20to%20visit%2C%20photos%20taken%20by%20customers.%20Your%20Business%20Profile%20is%20updated%20when%20someone%20takes%20an%20action%20like%20leaving%20a%20review%2C%20asking%20a%20question%20or%20uploading%20a%20photo.%20Therefore%2C%20creating%20a%20Google%20My%20Business%20profile%20and%20curating%20the%20content%20that%20appears%20on%20your%20Google%20My%20Business%20listing%20is%20important%20for%20ensuring%20that%20the%20right%20information%20is%20being%20shared%20about%20your%20company%20online.](https://images.ctfassets.net/ph8r57dk1q9w/45t4DJ83A1ViKi0aJSCUKR/576dd57a6137eacd219d93ec25f9e478/ScreenShot2019-12-09at3_11_19PM_111a2608a37b4d3835c317529d3010fb.png) Therefore, taking control of your Google My Business profile and curating the content that appears on your Google My Business listing is important for ensuring that the right information is being shared about your company online. #### Are You Eligible For Google My Business? Google My Business only lists businesses with a physical location that customers can visit. Any online-only businesses or forms of business that involve activity at an address they do not own are not eligible. This means that rental and for-sale properties, as well as classes and meetings held at locations your company doesn't own, cannot qualify you for a Google My Business listing. You probably shouldn't break the rules because trying to claim a listing that's not yours or using your GMB profile as a platform for fraudulent or illegal activities will lead to account suspension and removal from Google's search results. Yikes! Once you have control of your listing you can consider how your listing appears to customers on Google Search and Google Maps. ### How Your Business Appears To Customers Google My Business allows you to manage your presence on Google Search and Google Maps. It's important to know how your business listing looks because many of your customers will find you by searching for your business on one of these Google products. ![Your%20Google%20My%20Business%20Profile%20helps%20you%20manage%20your%20presence%20on%20Google%20Search%20and%20Google%20Maps.%20Customers%20find%20your%20GMB%20profile%20by%20searching%20for%20your%20business%20using%20Google%20Maps%20or%20Google%20Search.%20To%20understand%20how%20your%20Google%20My%20Business%20profile%20appears%20to%20customers%20on%20Google%20Search%20and%20Google%20Maps%2C%20we%27ve%20used%20the%20Yellow%20Cup%20Cafe%20in%20Toronto%20as%20an%20example%20of%20a%20local%20business%20with%20a%20Google%20My%20Business%20profile%20that%20appears%20when%20%27yellow%20cup%20cafe%20Toronto%27%20is%20searched%20for%20in%20Google%20Search%20and%20Google%20Maps%20on%20a%20desktop.](https://images.ctfassets.net/ph8r57dk1q9w/1iMyz6mHUEWXFfiU3LhEWV/0e3dea6d1640fe65acba442808838167/GMBDisplay_dd9a2fcbdf956192bbd495fe7114ba02.jpg) To show how your business appears on Google Search and Google Maps, we've used one of our favorite little places, Yellow Cup Cafe, as an example. #### How Your Google My Business Profile Appears On Google Search When you're business comes us on Google Search, users will see it displayed prominently on the right. Your top photos and the name will probably be the first thing people will notice. Directly beneath your business name, there are three call-to-action buttons; Website, Directions, and Save. Pressing save will add a special pin for your business in Google Maps for that user. ![The%20top%20features%20customers%20see%20straight%20away%20on%20a%20GMB%20profile%20in%20Google%20Search%20are%20photos%20%28your%20cover%20photo%20will%20appear%20here%20if%20you%20have%20selected%20one%29%2C%20your%20location%20pin%20on%20Google%20Maps%20and%20the%20name%20of%20your%20business.%20Directly%20beneath%20your%20business%20name%2C%20there%20is%20a%20row%20of%20three%20call-to-action%20buttons.%20These%20buttons%20are%20labeled%20Website%2C%20which%20takes%20customers%20directly%20to%20your%20company%20website%2C%20Directions%2C%20which%20takes%20users%20into%20Google%20Maps%20and%20Save%2C%20which%20allows%20users%20to%20save%20your%20business%20in%20a%20list%20on%20Google%20Maps.%20Your%20google%20rating%20and%20number%20of%20google%20reviews%20link%20to%20the%20reviews%20section%20further%20down%20your%20profile%20and%20appear%20one%20line%20under%20the%20row%20of%20call-to-action%20buttons.%20Reviews%20from%20the%20web%20is%20a%20section%20that%20shows%20your%20ratings%20from%20other%20websites%2C%20such%20as%20Facebook%20for%20example%2C%20which%20provides%20a%20rating%20based%20on%20Facebook%20votes.](https://images.ctfassets.net/ph8r57dk1q9w/25RlJOcmCQ1ypJMm2xfxSN/5f04a62603468d88999e2b07888da00e/ScreenShot2019-12-09at2_38_12PM_f39939e9e484099dc1f9eb1216db86a4.png) Below that users will see your rating and reviews and your basic business details. In the *Reviews from the web* section, your ratings from other websites are shown. Facebook for example, provides a rating based on ratings on your Facebook page. ![Customers%20can%20see%20a%20graph%20showing%20Popular%20times%2C%20based%20on%20when%20people%20visit%20your%20location%2C%20indicating%20peak%20hours%20of%20business%20and%20leading%20you%20to%20the%20section%20Plan%20your%20visit%2C%20where%20people%20can%20see%20the%20average%20time%20customers%20spend%20at%20your%20business%20location.%20People%20also%20search%20for%20is%20a%20section%20that%20appears%20under%20Reviews%20and%20Profiles.%20It%20provides%20related%20suggestions%20for%20similar%20businesses.%20This%20offers%20a%20useful%20way%20to%20identify%20your%20main%20competitors%20on%20Google%20Search.](https://images.ctfassets.net/ph8r57dk1q9w/7pny8PLr4SqP5idKTb9BzB/29e203d267d7831814f5af329ccb2a2e/GSPopularTimes_dbd248dbe3ff69c8cc7b755591a14fcd.png) If they keep scrolling users can see popular times, based on foot traffic to your location, which indicates peak hours of business. Below this is perhaps the most important section, reviews, where are a few of your top reviews are shown. Last but not least, there are links to your Social profiles. An opportunity for you to drive some traffic to your pages. Your business listing will look similar on Google Maps, with a few small differences. #### How Your Google My Business Profile Appears On Google Maps There are two types of people in this world, those who search for businesses in Google Search and those who are going to search directly in Google Maps. Instead of your top photos, the user will see your cover photo as well as, your company name, your rating and the number of reviews, and your business category. ![The%20immediate%20information%20a%20customer%20sees%20will%20be%20your%20cover%20picture%2C%20your%20company%20name%2C%20your%20google%20rating%20and%20number%20of%20reviews%2C%20and%20your%20chosen%20business%20category.%20In%20a%20section%20below%20there%20is%20a%20row%20of%20five%20call-to-action%20buttons.%20These%20are%3A%20Directions%20-%20generates%20directions%20to%20the%20business%20profile%20address%20from%20your%20current%20or%20chosen%20location%20Save%20-%20allows%20you%20to%20save%20the%20business%20profile%20in%20a%20Google%20Maps%20list%20Nearby%20-%20provides%20suggestions%20to%20help%20you%20find%20other%20businesses%20in%20the%20area%20%20Send%20to%20your%20phone%20-%20sends%20the%20business%20profile%20to%20you%20by%20text%20or%20email%20Share%20-%20enables%20you%20to%20send%20a%20link%20of%20a%20business%20profile%20or%20embed%20a%20map%20and%20share%20it%20with%20a%20contact.%20There%20are%20some%20differences%20in%20the%20features%20that%20appear%20for%20Google%20My%20Business%20profiles%20when%20opened%20in%20Google%20Maps%20as%20opposed%20to%20Google%20Search.%20When%20a%20customer%20searches%20for%20you%20on%20Google%20Maps%2C%20your%20Google%20My%20Business%20profile%20will%20appear.](https://images.ctfassets.net/ph8r57dk1q9w/1hVhkz8Hs569cuLFGO6NLG/8c4de79b62b41fc3307b01a26cdfc259/ScreenShot2019-12-09at2_34_07PM_9f9a06c844a53e4c884d3f2d44ec96e9.png) As on Google Search, there are some call to action buttons below. They are *Directions, Save, Nearby*, *Send to your phone,* and *Share*. Most of these are self-explanatory, except *Nearby,* which will show businesses nearby. When your business appears on Google Search and Google Maps, you'll want to make sure that all the information on your profile is correct. To do this you'll need to get control of your Google My Business listing. ### Managing Your Google My Business Profile Adding information and images to your business profile improves your discoverability online and helps your potential customers get the information they need. However, before you can customize your profile, you'll need to claim and verify ownership of your business. #### Claiming & Verifying Ownership Of Your Business When you create a new business profile through a Google account, you are claiming your business under the given name and address of your choice. You can select if you want your business location to appear on Google Maps or have it remain private. If your business already has a listing on Google Maps there is an option to *Claim this business*. ![When%20you%20create%20a%20new%20business%20profile%20through%20a%20Google%20account%2C%20you%20are%20claiming%20your%20business%20under%20the%20given%20name%20and%20address%20of%20your%20choice.%20You%20can%20select%20if%20you%20want%20your%20business%20location%20to%20appear%20on%20Google%20Maps%20or%20have%20it%20remain%20private.%20If%20your%20business%20already%20has%20a%20listing%20on%20Google%20Maps%20there%20is%20an%20option%20to%20Claim%20this%20business.%20Once%20you%20select%20a%20business%20category%20and%20provide%20a%20company%20phone%20number%20or%20website%20URL%2C%20you%20can%20proceed%20to%20the%20verification%20process%20and%20start%20managing%20your%20account.%20Google%20also%20requires%20you%20to%20verify%20your%20ownership%20of%20the%20business.%20You%20must%20submit%20a%20verification%20form%20with%20your%20business%20name.%20It%20can%20take%20up%20to%20a%20week%20for%20Google%20to%20review%20and%20process%20your%20request.](https://images.ctfassets.net/ph8r57dk1q9w/5HjO5pVvya5ui9HiFSjN9Y/514281948a69cf47724da78b7b092289/GMBclaimthisbusiness_aa6e9d68b939fee5a1245d04915039c6.png) Once you select a business category and provide a company phone number or website URL, you can proceed to the verification process and start managing your account. Google also requires you to verify your ownership of the business. You must submit a verification form with your business name. It can take up to a week for Google to review and process your request. ![To%20get%20started%20with%20your%20Google%20My%20Business%20Profile%20you%27ll%20need%20to%20create%20or%20log%20in%20to%20a%20Google%20account%20that%20you%20will%20use%20for%20your%20business.%20Google%20requires%20you%20to%20claim%20your%20business%20by%20registering%20your%20address.%20You%20must%20submit%20a%20verification%20form%20with%20your%20business%20name.%20It%20can%20take%20up%20to%20a%20week%20for%20Google%20to%20review%20and%20process%20your%20claim.%20You%20need%20to%20confirm%20that%20you%20are%20the%20rightful%20owner%20of%20your%20business%20so%20that%20you%20can%20manage%20your%20Google%20My%20Business%20profile%20and%20monitor%20suggested%20changes%20from%20the%20public.](https://images.ctfassets.net/ph8r57dk1q9w/5ViCBl0gB56Og4BjRsj0DN/95464745d1cf172342b897fc4d1c055a/GMVVerify_fa53330969afe1e00fb598eb5269a4ac.png) After you have confirmed that you are the rightful owner of your business, you can manage your GMB profile and monitor any suggested changes from the public. Remember, anyone can suggest an edit to your listing, so log in to your GMB dashboard regularly. But before you can get started with monitoring your listing, you should probably make sure that all the key details about your business are correct. #### Google My Business Profile Details The basic profile information consists of business name, description (750 words max) and a business category. You can also edit your basic contact details including your business address, operating hours, website and phone number(s). ![Enter%20your%20business%20name%20as%20it%20appears%20across%20your%20branding.%20If%20you%20change%20your%20business%20name%20after%20requesting%20a%20verification%20letter%2C%20you%20must%20verify%20your%20business%20again.%20Provide%20a%20concise%20description%20of%20the%20products%20or%20services%20that%20your%20company%20offers%20in%20750%20characters%20or%20less.%20Choose%20a%20category%20for%20your%20business.%20All%20locations%20of%20your%20business%20must%20share%20a%20Primary%20category.%20You%20can%20only%20have%20one%20primary%20category%20and%20select%20nin%20additional%20categories.%20Enter%20the%20exact%20address%20of%20your%20business%20location.%20If%20you%20change%20your%20address%20after%20you%20request%20a%20verification%20letter%2C%20you%20have%20to%20verify%20your%20business%20again.%20Add%20the%20business%20hours%20that%20your%20business%20is%20open%20in%20a%20typical%20week.%20For%20days%20when%20you%20have%20unusual%20hours%2C%20like%20holidays%20or%20special%20events%2C%20you%20can%20apply%20special%20hours.%20Add%20your%20website%20URL.%20Depending%20on%20your%20business%20category%2C%20you%20may%20see%20options%20to%20add%20additional%20links%2C%20like%20online%20orders%2C%20reservations%2C%20and%20appointments.%20Enter%20a%20primary%20phone%20number.%20You%20can%20enter%20up%20to%20two%20more%20phone%20numbers%2C%20mobile%20and%20landline%20are%20accepted%20but%20not%20fax.%20Attributes%20tell%20customers%20additional%20information%20about%20your%20business%2C%20such%20as%20if%20you%20provide%20free%20WiFi%20or%20wheelchair%20access.](https://images.ctfassets.net/ph8r57dk1q9w/3A0DtFK62KEhYpzbmiVoJ/1521db3d12296fbe3d4498c44f8a996f/ScreenShot2019-12-09at3_57_16PM_90b96dc317faedcf6cafe232b4df805c.png) Something that can make your business stand out is *Attributes.* Using attributes you can give customers additional information about your business, like if you provide free WiFi or wheelchair access. ![Enter%20your%20business%20name%20as%20it%20appears%20across%20your%20branding.%20If%20you%20change%20your%20business%20name%20after%20requesting%20a%20verification%20letter%2C%20you%20must%20verify%20your%20business%20again.%20Provide%20a%20concise%20description%20of%20the%20products%20or%20services%20that%20your%20company%20offers%20in%20750%20characters%20or%20less.%20Choose%20a%20category%20for%20your%20business.%20All%20locations%20of%20your%20business%20must%20share%20a%20Primary%20category.%20You%20can%20only%20have%20one%20primary%20category%20and%20select%20nin%20additional%20categories.%20Enter%20the%20exact%20address%20of%20your%20business%20location.%20If%20you%20change%20your%20address%20after%20you%20request%20a%20verification%20letter%2C%20you%20have%20to%20verify%20your%20business%20again.%20Add%20the%20business%20hours%20that%20your%20business%20is%20open%20in%20a%20typical%20week.%20For%20days%20when%20you%20have%20unusual%20hours%2C%20like%20holidays%20or%20special%20events%2C%20you%20can%20apply%20special%20hours.%20Add%20your%20website%20URL.%20Depending%20on%20your%20business%20category%2C%20you%20may%20see%20options%20to%20add%20additional%20links%2C%20like%20online%20orders%2C%20reservations%2C%20and%20appointments.%20Enter%20a%20primary%20phone%20number.%20You%20can%20enter%20up%20to%20two%20more%20phone%20numbers%2C%20mobile%20and%20landline%20are%20accepted%20but%20not%20fax.%20Attributes%20tell%20customers%20additional%20information%20about%20your%20business%2C%20such%20as%20if%20you%20provide%20free%20WiFi%20or%20wheelchair%20access.](https://images.ctfassets.net/ph8r57dk1q9w/1o717EwL6w3Ip80pfwtLVn/909ac483b71eadaf9a2679eb1e733298/GMBAttributes_8e4619d7490af84464ed94e62ba60dff.png) Now that your GMB profile has all your key information accurately, you can start with the fun part customizing the look of your profile with eye-catching and engaging media. #### Adding Media On Google My Business Having a good cover photo is key as it appears front and center on your listing. You can also select a profile photo that will appear when you respond to a review or message a customer. Ideally in the age of Instagram, you'll upload even more images to your profile. Google My Business even allows you to [add videos](https://offeo.com/learn/5-free-methods-to-promote-your-business-online/) to your profile. They must be 30 seconds or shorter, 100 MB or smaller, and 720p resolution or higher. ![Your%20Google%20My%20Business%20cover%20photo%20is%20significant%20as%20it%20is%20the%20image%20that%20appears%20front%20and%20center%20on%20your%20GMB%20listing.%20You%20can%20also%20select%20a%20profile%20photo%20for%20your%20business.%20It%20is%20the%20image%20that%20will%20appear%20when%20you%20upload%20new%20photos%2C%20videos%2C%20and%20when%20you%20respond%20to%20customer%20reviews.%20Along%20with%20your%20profile%20and%20cover%20photos%2C%20you%20can%20upload%20other%20relevant%20pictures%20that%20showcase%20your%20business.%20Google%20My%20Business%20even%20allows%20you%20to%20add%20videos%20to%20your%20profile.%20They%20must%20be%2030%20seconds%20or%20shorter%2C%20100%20MB%20or%20smaller%2C%20and%20720p%20resolution%20or%20higher.%20According%20to%20Google%2C%20businesses%20with%20images%20tend%20to%20get%2042%25%20more%20requests%20for%20driving%20directions%20to%20their%20location%20from%20users%20on%20Google%20and%2035%25%20more%20clicks%20through%20to%20their%20websites%20than%20businesses%20that%20don%27t%20have%20photos.](https://images.ctfassets.net/ph8r57dk1q9w/6ZaEcOWYg7GvSN0m6azU2y/1d403f7f9700567711d9151bd3fde7db/ScreenShot2019-12-09at3_01_58PM_4bd17a8363ae8d4e4c9a0414e3b55545.png) [According to Google](https://support.google.com/business/answer/6335804?hl=en), businesses with images tend to get 42% more requests for driving directions to their location from users on Google and 35% more clicks through to their websites than businesses that don't have photos. Once customers are engaging with your multimedia profile how about adding a direct way for customers to message you? Google is working on a new messaging API feature and we've got that information coming up. ### Interacting with Customers On Google My Business There are four key ways you can manage customer engagement for your Google My Business profile. Customer reviews and the Questions and Answers feature are two forms of public customer feedback that appear on your GMB profile. Messaging is a private way to chat directly with customers and the Insights panel inside your GMB account dashboard provides private company data collected by Google. These insights show trends in how customers engage with and search for your listing. #### Messaging On Google My Business To get started with Messaging, log in to your GMB dashboard and click on the Messaging panel. Select the business number you want to verify. ![Customers%20can%20now%20send%20text%20messages%20to%20companies%20through%20Google%20My%20Business.%20This%20is%20a%20great%20way%20to%20connect%20directly%20with%20people%20interested%20in%20what%20your%20business%20has%20to%20offer.%20To%20get%20started%20with%20Messaging%2C%20log%20in%20to%20your%20GMB%20dashboard%20and%20click%20on%20the%20Messaging%20panel%20and%20select%20the%20business%20number%20you%20would%20like%20to%20verify.](https://images.ctfassets.net/ph8r57dk1q9w/3aH5VUWcmcdTlTTkTCEDce/cbd24b846eee3cd8b58e44e4aadb7ffe/GMBMessaging_ad9e54ccf597b3f8de067dd16bd2dc03.png) Once you turn on messaging, customers will see a Message button on your Google My Business listing, and be able to message you at any time. Messages will appear in the Google My Business app, and you’ll receive notifications for incoming messages. Google does require businesses to reply to messages within 24 hours and can deactivate messaging for your business if you don’t respond within the time frame. A helpful feature for this is a Business Welcome Message, a customized message you can create that customers will automatically receive when they first message you. ![Once%20your%20number%20is%20verified%20you%20can%20set%20up%20a%20Business%20Welcome%20Message.%20This%20is%20a%20custom%20welcome%20message%20that%20customers%20will%20receive%20once%20they%20message%20you.%20You%20can%20turn%20messaging%20and%20GMB%20app%20notifications%20on%20or%20off%20at%20any%20time%20in%20your%20account%20settings.%20You%20can%20block%20a%20conversation%20if%20you%20no%20longer%20want%20to%20receive%20messages%20from%20a%20customer.%20You%20can%20also%20delete%20a%20conversation%20from%20your%20device%20but%20note%20that%20it%20will%20not%20be%20deleted%20from%20the%20customer%27s%20device.%20To%20support%20timely%20responses%2C%20each%20time%20you%20receive%20a%20new%20message%2C%20you%20must%20reply%20within%2024%20hours.%20Google%20has%20set%20a%20response%20time%20requirement%20and%20may%20deactivate%20messaging%20for%20your%20business%20if%20you%20don%u2019t%20respond%20within%20the%20time%20frame.%20Businesses%20can%20find%20and%20track%20their%20average%20response%20time%20in%20the%20app.%20You%20can%20get%20insights%20if%20you%20have%20messaging%20turned%20on%20in%20your%20Google%20My%20Business%20app.%20These%20insights%20will%20display%20the%20average%20wait%20time%20for%20a%20message%20response%20using%20the%20last%2028%20days%20of%20data.%20Your%20customers%20will%20find%20their%20expected%20wait%20time%20on%20your%20Google%20Business%20Profile.%20Currently%2C%20this%20messaging%20feature%20is%20only%20available%20to%20mobile%20web%20users%20and%20not%20on%20the%20GMB%20mobile%20app%20or%20desktop.%20People%20also%20won%u2019t%20see%20the%20Messaging%20option%20in%20the%20Knowledge%20Panel%20or%20on%20Google%20Maps.%20](https://images.ctfassets.net/ph8r57dk1q9w/68q9mVDmFE3iytvLr7zpBe/8bc1937f5774f4216b652bc1e614fdfe/GMBMessagingCompletedSetUp_123edcf2e21ef7b0e327428353a00d79.png) If needed, you can turn off messaging and GMB app notifications at any time in your account settings. You can also block a conversation, or even delete a conversation from your device but note that it will not be deleted from the customer's device. You can manage and respond to messages directly through the GMB app on mobile. However, while messaging can offer private feedback for companies customer reviews are public. We explore how to manage your reviews next. #### Customer Reviews on Google My Business Since the launch of Google My Business, online reviews have emerged as one of the key signals for Google to raise your business ranking. In addition, reviews of your business create a great opportunity for word-of-mouth marketing online. Google My Business allows you to reply to reviews and show customers that you value their feedback. Positive feedback from others helps to convince prospective customers to trust your business and most of all to go there. ![Since%20Google%20My%20Business%20launched%20in%202014%2C%20online%20reviews%20have%20emerged%20as%20one%20of%20the%20biggest%20trending%20signals%20for%20Google%20My%20Business%20listings.%20Your%20business%20listing%20allows%20customers%20to%20post%20public%20reviews%20of%20your%20business%2C%20creating%20an%20opportunity%20for%20great%20word-of-mouth%20marketing%20when%20customers%20leave%20positive%20reviews%20and%20ratings.%20You%20can%20reply%20to%20reviews%20and%20show%20potential%20and%20existing%20customers%20that%20you%20value%20their%20business%20and%20feedback.%20Good%20reviews%20help%20to%20convince%20prospective%20customers%20to%20trust%20your%20business%2C%20as%20they%20will%20see%20positive%20feedback%20from%20others%20and%20a%20high%20google%20rating.%20Google%20uses%20a%20five-star%20rating%20scale%20to%20rank%20businesses%20based%20on%20performance%2C%20with%20a%20grade%20from%20one%20star%20%28poor%20performance%29%20to%20five%20stars%20%28excellent%20service%29.](https://images.ctfassets.net/ph8r57dk1q9w/1MdCGMSHvlbmjUhmb4do83/bce174bb9c7b5b234cdcde8b06e05774/ScreenShot2019-12-09at3_05_09PM_fa3287ddb2bac8c1217d2ed5c0ca9013.png) Google uses a five-star rating scale to rank businesses based on performance, with a grade from one star (poor performance) to five stars (excellent service). All the reviews you receive are averaged to create this rating. #### Questions & Answers on Google My Business In 2018, Google added a Questions and Answers feature to Google Maps. This feature allows users to ask direct questions and get answers from you. It is visible on Google Search for on desktop and mobile devices as well as on Google Maps. ![In%202018%2C%20Google%20added%20a%20Questions%20and%20Answers%20feature.%20This%20feature%20is%20a%20great%20resource%20for%20potential%20customers%20who%20are%20gathering%20information%20about%20your%20business.%20It%20offers%20them%20the%20ability%20to%20ask%20questions%20and%20get%20answers%20directly%20from%20your%20Google%20listing.%20The%20Questions%20and%20Answers%20feature%20is%20displayed%20on%20your%20Google%20My%20Business%20listing%20and%20visible%20on%20Google%20Search%20for%20both%20desktop%20and%20mobile%20devices.%20This%20feature%20is%20also%20available%20on%20Google%20Maps%20for%20android%20mobile%20devices%20only.%20Any%20questions%20that%20have%20already%20been%20asked%20about%20your%20business%20will%20continue%20to%20appear%20on%20your%20Google%20profile.%20%20It%20is%20important%20to%20manage%20your%20Questions%20and%20Answers%20section%20as%20anyone%20can%20submit%20a%20question%20or%20answer%20on%20your%20business%20listing.%20Companies%20should%20proactively%20fill%20out%20some%20frequently%20asked%20questions%20and%20answers%20when%20completing%20their%20GMB%20profile.%20If%20any%20incorrect%20answers%20about%20your%20company%20are%20submitted%2C%20you%20will%20be%20notified%20in%20your%20account%20and%20can%20correct%20them%20swiftly.](https://images.ctfassets.net/ph8r57dk1q9w/2bcxbb1RL7brYIBRjG4KRf/b6c384e7ddc00e2e4920f41847bf22cb/ScreenShot2019-12-09at3_07_08PM_45b420165b41e53d58a27f20fc9bc3a4.png) Any questions asked will appear on your listing, so it is important to answers questions. You should even consider proactively filling out some frequently asked questions and answers when completing your GMB profile. When users answer questions about your company you will be notified, so you can answer with a correction if necessary. #### Analytics on Google My Business The Insights panel on your Google My Business dashboard provides data about the traffic and behavior of users interacting with your listing. This includes simple metrics like impressions or clicks on Google Search or Google Maps. The metrics also go deeper like the number of clicks for driving directions after finding you on Search or Maps. ![There%20is%20an%20Insights%20panel%20in%20Google%20My%20Business%20on%20your%20account%20dashboard.%20It%20provides%20useful%20insights%20about%20traffic%20and%20customer%20behavior%20when%20users%20find%20your%20Google%20My%20Business%20profile.%20%20Some%20key%20analytics%20your%20Google%20My%20Business%20account%20tracks%20are%20the%20number%20of%20times%20people%20saw%20your%20business%20information%20on%20Google%20Maps%20and%20Search%2C%20and%20the%20number%20of%20clicks%20for%20driving%20directions%20to%20your%20business%20from%20a%20local%20search%20result%20in%20Google%20Maps%20and%20Search.%20You%20can%20also%20find%20out%20how%20many%20customers%20found%20you%20by%20direct%20search%2C%20meaning%20they%20searched%20for%20your%20business%20name%20or%20address%2C%20and%20discovery%20search%2C%20where%20they%20searched%20for%20a%20category%2C%20product%2C%20or%20service%20that%20you%20offer%2C%20and%20your%20listing%20appeared.%20Three%20main%20sections%20within%20Insights%20to%20monitor%20regularly%20are%3A%20%20The%20Visibility%20section%20-%20shows%20the%20number%20of%20views%20that%20your%20profile%2C%20posts%2C%20and%20photos%20are%20getting.%20%20The%20Engagement%20section%20-%20shows%20how%20your%20audience%20is%20interacting%20with%20your%20posts.%20%20The%20Audience%20section%20-%20shows%20the%20breakdown%20of%20the%20people%20following%20you%20in%20groups%20such%20as%20age%20group%2C%20gender%2C%20and%20country.](https://images.ctfassets.net/ph8r57dk1q9w/1NqXtgyEeiBDqofWvOcpBV/97f45fe80d4c33b4abba288ea57ed9fd/GMBInsightsDashboard_a4f34d65ace3905f7d066fd0997a02b6.png) The three main sections of the insights panel are: - Visibility: the number of views that your profile, posts, and photos are getting. - Engagement: how your audience is interacting with your posts. - Audience: a demographic breakdown of users visiting your profile Aside from analytics, Google My Business has tons of benefits for your company. We've created a short summary of those benefits below. ### The Benefits of Using Google My Business With all the features that Google My Business offers for free, GMB is a logical choice for any eligible company. It increases your chances of being found on Google Search and Google Maps and can generate more targeted traffic to your website and most importantly to your physical location. ![To%20become%20listed%20on%20Google%20My%20Business%20and%20appear%20in%20local%20searches%20you%20need%20to%20pass%20the%20verification%20process.%20This%20security%20measure%20creates%20a%20trustworthy%20environment%20that%20users%20can%20rely%20on.%20A%20verified%20GMB%20listing%20with%20accurate%20information%20and%20images%20gains%20the%20trust%20of%20customers%20and%20optimizes%20your%20company%27s%20searchability%20on%20Google%20search%20engine.%20Once%20your%20Google%20My%20Business%20profile%20appears%20to%20customers%2C%20they%20access%20the%20rest%20of%20your%20online%20content%20directly%2C%20such%20as%20your%20website%2C%20through%20a%20simple%20click%20on%20one%20of%20the%20call-to-action%20buttons%20on%20your%20profile.%20Your%20Google%20My%20Business%20account%20can%20be%20easily%20managed%20with%20the%20Google%20My%20Business%20App%20too.%20You%20can%20receive%20alerts%20when%20customers%20leave%20reviews%20and%20respond%20instantly.%20Communicating%20with%20customers%20directly%20is%20also%20a%20great%20way%20to%20learn%20about%20their%20preferences.%20With%20Google%20My%20Business%2C%20companies%20have%20the%20opportunity%20to%20turn%20customers%20into%20advocates%2C%20by%20engaging%20with%20them%20through%20the%20new%20Messaging%20API%20feature%20and%20by%20encouraging%20them%20to%20share%20positive%20reviews.%20As%20discussed%2C%20the%20Insights%20tab%20in%20your%20GMB%20dashboard%20provides%20valuable%20analytics%2C%20showing%20the%20traffic%20garnered%20on%20your%20Google%20My%20Business%20profile.%20You%20can%20pick%20statistics%20that%20you%20want%20to%20compare%20and%20adjust%20your%20settings%20to%20see%20your%20data%20in%20custom%20charts.%20Companies%20are%20accountable%20to%20their%20customers%20through%20Google%20ratings%20and%20reviews%2C%20which%20are%20public%20on%20all%20GMB%20profiles.%20A%20high%20Google%20rating%20and%20positive%20customer%20reviews%20boost%20company%20reputations%20and%20are%20an%20effective%20way%20to%20gain%20an%20edge%20over%20competitors.%20With%20all%20the%20features%20that%20Google%20My%20Business%20offers%20for%20free%2C%20GMB%20is%20a%20logical%20choice%20for%20any%20eligible%20company.%20It%20increases%20your%20chances%20of%20being%20found%20on%20Google%20Search%20and%20Google%20Maps%20and%20can%20generate%20more%20targeted%20traffic%20to%20your%20website%20and%20physical%20stores.](https://images.ctfassets.net/ph8r57dk1q9w/6yUpzvtqSOicU0fkG6OXDS/ed339b763494384c00555033eda73aa5/BenefitsofGMB_4a383e5734af65f8084ec7541ca4cd3f.jpg) Leveraging Google My Business will help you to be rewarded for your amazing service and attention to detail. A high rating and positive customer reviews will boost the company reputations and help you gain an edge over competitors. Answering questions and reviews will help you build a relationship with customers quickly. While messaging can be used to diffuse a difficult situation or a complex question. You can easily answer with Google My Business App too. The platform also provides valuable user data, such as the type of people visiting your profile. You'll receive alerts when customers leave reviews and you can respond instantly. Overall, between the above benefits and the fact that Google My Business is free, why not take charge of your Google My Business profile today? You can even share a link to your GMB listing in our comments section. We look forward to checking them out. ### Further Reading You've done it! You've finished this introductory article into the world of Google My Business. If you're interested in further reading we recommend the following articles: - Ultimate Guide to Instant Messaging for Business - What is RCS Messaging? - What is WhatsApp Business? ## [What is WhatsApp Business Calling API: The Ultimate Business Guide](https:/respond.io/blog/whatsapp-business-calling-api) Discover how WhatsApp Business Calling API works, its benefits, key use cases and how to get started to enhance communication, boost conversions and more. Upgrading from the WhatsApp Business App to the API gives businesses access to valuable features like advanced automation, expanded broadcast contact limit and more. However, one feature that has been on the business's wishlist is the ability to make calls through the API. The good news? WhatsApp API calls are now available, meaning that you can [upgrade from WhatsApp Business App to the API without losing voice calling](https://respond.io/blog/how-to-upgrade-to-whatsapp-api-without-losing-voice-calling). In this article, we’ll learn what WhatsApp Business Calling API is, how it works, its benefits and how you can get started. ### What is a WhatsApp API Call? WhatsApp Business Calling API or WhatsApp API calls give businesses the ability to make and receive voice calls with their customers, enhancing real-time communication via [WhatsApp API](https://respond.io/blog/whatsapp-business-api). WhatsApp Calling works directly inside WhatsApp where conversations already happen. There is no complex setup, no switching between tools, and no cost for inbound calls. [It’s not a full replacement for VoIP](https://respond.io/blog/voip-vs-landline-vs-whatsapp-business-calling-api) but **for inbound, customer-initiated calls, it’s free and more immediate**. Customers don’t need permission to call, and businesses don’t pay to pick up. For businesses using WhatsApp to sell and market, WhatsApp Business Calling is a smarter and [more cost-effective version of VoIP](https://respond.io/whatsapp-api-calling-pricing), built into chat. So, how do the calls actually work? ### How Does WhatsApp Business Calling API Work WhatsApp API calls prioritize customer privacy by ensuring that businesses cannot initiate calls without prior consent. It includes two types of calls, business-initiated and user-initiated, which we’ll elaborate on below. #### Business-Initiated Calls ![This%20image%20shows%20how%20WhatsApp%20Business%20Calling%20API%27s%20Business-initiated%20calls%20work](https://images.ctfassets.net/ph8r57dk1q9w/3TBGANnkWxRT6a8wO3pFOY/3950dd60defcc1b2d518e1f300f36bb7/WhatsApp_Calling_Announcement_-_Image_1.png) To initiate a call, businesses must send a permission request during an active [Marketing, Utility, Authentication, Service or Free Entry Point conversation](https://respond.io/blog/whatsapp-business-api-pricing#toc-1). - A business can send up to one permission request within 24 hours and two permission requests over seven days. - These limits reset once a call between the business and the customer is successfully connected. - After the contact grants permission, the business must make the call within 72 hours. #### User-Initiated Calls ![This%20image%20shows%20an%20example%20of%20a%20WhatsApp%20Business%20API%20Calling%20user-initiated%20call%20](https://images.ctfassets.net/ph8r57dk1q9w/5rcZ9iHGqtShRN5V81hqe6/5ec488c11e8b97c3f56cf34fcbc92e59/WhatsApp_Calling_Announcement_-_Image_2.png) User-initiated calls are straightforward. Customers can start a call by clicking the call button in their WhatsApp app, through deep links embedded on business websites, apps or QR codes or via [interactive messages](https://respond.io/blog/whatsapp-interactive-message) with a click-to-call action. Businesses can choose to accept or decline these calls. Now that you know how they work, let’s take a look at how they can benefit your business. ### 4 Benefits of WhatsApp API Calls WhatsApp API calls have several benefits over texting messages and also VoIP. Let's cover some of them. #### 1\. Built-in voice calling without the learning curve Let customers call from WhatsApp—the app they already trust—while your team answers from respond.io. No extra tools, training or context switching needed. It’s just a natural extension of the conversation. #### 2\. No-Cost Voice Calls (for Inbound from Customers) [Customer-initiated calls are 100% free for your business](https://respond.io/blog/whatsapp-call-pricing)—no per-minute fees or call charges. Save budget while staying reachable to more customers. #### 3\. The fastest way to talk to a business Customers can call you with one tap, straight from the chat. No app switching, no copy-pasting numbers. Your team picks up the call in the same interface from which they message. #### 4\. Global availability, instant access Available wherever WhatsApp works—no setup delays or telco restrictions. Customers worldwide can reach you instantly, for free, making it perfect for global brands and distributed teams. ### Key Use Cases for WhatsApp API Calls WhatsApp API calls can be employed in various scenarios to enhance business operations and customer interactions. Below are some of the key ways businesses can use WhatsApp API calls effectively. ![This%20image%20shows%20the%20key%20use%20cases%20for%20WhatsApp%20API%20Calls](https://images.ctfassets.net/ph8r57dk1q9w/TMg6xzUfJNpfQEaxpRIA4/84d9b5507a3b290175e1b208c0547e14/Whatsapp_API_Calling_-_Image_2.png) #### Lead Generation and Nurturing WhatsApp API calls enable businesses to connect with potential customers when their interest is at its peak. When a prospect reaches out or shows curiosity about a product or service, a quick call can help businesses capture their attention, clarify questions and establish trust. This immediate engagement ensures leads don't lose interest or move on to competitors. If a lead needs more time to decide, businesses can schedule follow-up calls to provide additional guidance, build trust and nurture the relationship through the sales funnel. As a result, businesses can enhance lead confidence and increase the likelihood of conversion. #### Sales and Consultations For businesses offering products or services that require personalized consultations, WhatsApp API calls enable seamless one-on-one engagement. Sales teams can provide tailored product recommendations, address specific customer needs and resolve objections in real time. This immediacy accelerates the decision-making process, allowing leads to move confidently toward conversion. At the same time, businesses can foster trust and rapport, creating stronger relationships and driving higher success rates in closing deals. #### After Sales Service Enhancing customer loyalty goes beyond the point of sale. With WhatsApp API calls, businesses can offer seamless after-sales support, such as troubleshooting, maintenance scheduling or feedback collection. This level of service strengthens customer relationships and encourages repeat business and positive word-of-mouth referrals. ### Getting Started with WhatsApp API Calls Now that you have all the information you need, let's look at who can use WhatsApp API calls and how to get started. #### Who Can Use WhatsApp API Calls? If you're already using WhatsApp messaging with a verified sender or number, there's good news—voice calling is now available globally, giving your business even more ways to connect. To leverage this feature effectively, businesses should have a clear inbound and outbound calling use case, such as: - Resolving customer service escalations - Conducting complex sales or marketing calls - Utility calls for last-mile communication, such as customers calling delivery drivers to confirm or adjust orders. #### How to Get Started? To get started, reach out to a [WhatsApp Business Solution Provider (BSP)](https://respond.io/blog/respondio-is-now-a-whatsapp-business-solution-provider) like respond.io. As one of the few providers offering the WhatsApp Calling API, respond.io has early access to the calling feature, giving you the opportunity to unify your calls and chats in one platform. With respond.io, you don’t just enable WhatsApp calling — you upgrade your entire workflow: - AI Agents that handle inbound WhatsApp calls to greet, qualify customers and answer common questions. - AI-powered call summaries eliminate the need to replay recordings or read long transcripts. - Seamless call transfers on web and mobile let your team route live calls to the right agent. Keep customers from repeating themselves and deliver smooth, efficient WhatsApp calls and messaging. [Try respond.io for free](https://app.respond.io/user/register?lang=en&_gl=1*nfpnna*_gcl_au*NjQxOTEzMDQxLjE3NDQ2MzQ0MzM.). ### Further Reading If you found our article helpful, you should check out the following: - How to Upgrade to WhatsApp API Without Losing Voice Calling - How To Set Up WhatsApp Business Calling API Call in 3 Easy Steps - How to Manage Whatsapp API Call, Chat and CRM in One Platform ## [WhatsApp Advertising Messages Sample: A One-Stop Guide ](https:/respond.io/blog/whatsapp-advertising-messages-sample) The only WhatsApp advertising messages guide you'll ever need. We've identified 8 common use cases and created a ready-to-use WhatsApp advertising messages sample for each. Got a new launch, flash sale, or members-only promotion coming up? Use WhatsApp to spread the word and entice customers. Give them a subtle nudge or an invitation they can’t refuse with a WhatsApp advertising messages sample from below. But first, we’ll brief you on why you should send WhatsApp advertising messages, as well as how to send one. We’ll then run through ready-to-use message examples for various situations and share a list of best practices when crafting your own. ### WhatsApp Advertising Messages: An Introduction Facebook might have scrapped plans to run ads on WhatsApp but [savvy advertisers continue to build a presence](https://respond.io/blog/whatsapp-marketing) there. The key is understanding how to advertise on WhatsApp without breaking any rules. The answer? You could [get started with WhatsApp ads](https://respond.io/blog/whatsapp-ads) on Facebook and Instagram, of course. But if you are not interested in running advertisements on other Meta products, consider sending WhatsApp advertising messages. We’ve written a compact guide about the power of these messages [here](https://respond.io/blog/whatsapp-promotional-messages). It also explains where they belong in your [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) strategy and how WhatsApp’s [Business](https://www.whatsapp.com/legal/business-policy/?lang=en) and [Commerce](https://www.whatsapp.com/legal/commerce-policy/?lang=en) policies are evolving to address the rapidly changing business environment. #### Why Send WhatsApp Advertising Messages Businesses are increasingly conducting [sales](https://respond.io/blog/whatsapp-sales) and [support](https://respond.io/blog/whatsapp-customer-service) over WhatsApp as instant messaging becomes the [preferred communication medium](https://respond.io/blog/ultimate-guide-to-instant-messaging-for-business#toc-mobile-0) for customers globally. Adding marketing or advertising to the mix is a logical extension of this. ![This%20is%20an%20image%20of%20possible%20benefits%20if%20you%20are%20interested%20in%20how%20to%20advertise%20on%20WhatsApp.%20Apart%20from%20allowing%20businesses%20to%20initiate%20conversations%20with%20customers%2C%20they%20are%20a%20cost-effective%20way%20to%20re-engage%20with%20customers%20who%20are%20already%20interested%20in%20your%20brand%2C%20they%20can%20compel%20customers%20to%20act%20and%20they%20are%20versatile%20enough%20to%20be%20adapted%20for%20different%20occasions%20or%20use%20cases.](https://images.ctfassets.net/ph8r57dk1q9w/51q5W1hYR61D7W1WXwzzb6/9d87a70473ec5f6f51b855d75183e1fa/WhatsAppAdvertisingMessagesImage01_83157eb91c1684ce1bcdb303997e56ca.png) The benefits of WhatsApp advertising messages include: - Allowing businesses to initiate conversations with customers - Maximizing marketing spend as they re-engage customers who have already shown interest in a brand or business - Compelling customers to take action with their personable tone and interactive features - Being able to adapt them to various use cases As you can see, WhatsApp advertising messages require minimal effort for major returns. Let’s look at how you go about sending one. ##### How to Send WhatsApp Advertising Messages The methods for sending WhatsApp advertising messages differ between [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) and [WhatsApp API](https://respond.io/blog/whatsapp-business-api). WhatsApp Business App users can use [WhatsApp Broadcast](https://respond.io/blog/whatsapp-broadcast#toc-mobile-2) to blast promotions to interested Contacts. ![This%20is%20an%20image%20depicting%20how%20to%20advertise%20on%20WhatsApp%20using%20WhatsApp%20advertising%20messages.%20So%2C%20how%20can%20you%20advertise%20on%20WhatsApp%3F%20WhatsApp%20Business%20App%20users%20can%20use%20WhatsApp%20Broadcast%20while%20WhatsApp%20API%20users%20have%20to%20use%20a%20CRM%20integration%20like%20respond.io.%20Then%2C%20use%20the%20right%20WhatsApp%20promotion%20message%20sample%20or%20WhatsApp%20advertising%20messages%20sample%20to%20promote%20your%20products%20or%20services%20to%20customers.%20](https://images.ctfassets.net/ph8r57dk1q9w/9yR71mxrlZ0MOdYerKATX/2fba2473c6543e8a80d15f7c92dfbade/WhatsAppAdvertisingMessagesImage021_2a5f9dd511fc115d28db278eccc0c1b3.png) Meanwhile, WhatsApp API users can use a [WhatsApp CRM integration like respond.io](https://respond.io/blog/whatsapp-crm), an [AI-powered](https://respond.io/blog/conversational-ai-platform) customer conversation management software, to send promotional messages via [WhatsApp Broadcast](https://respond.io/blog/whatsapp-bulk-message), or use Workflows to create [automated messages with triggers](https://respond.io/blog/whatsapp-promotional-messages#toc-mobile-5) or [WhatsApp drip campaigns](https://respond.io/blog/whatsapp-promotional-messages#toc-mobile-6). ![This%20image%20shows%20the%20different%20ways%20Business%20API%20users%20can%20promote%20special%20products%2C%20services%20or%20events%20to%20customers%20through%20a%20WhatsApp%20CRM%20integration%20like%20respond%2Cio.%20This%20includes%20using%20WhatsApp%20Broadcasts%2C%20WhatsApp%20drip%20campaigns%20or%20automated%20messages%20with%20triggers%20to%20send%20alerts%20like%20WhatsApp%20cart%20recovery%20notifications.](https://images.ctfassets.net/ph8r57dk1q9w/7fXtsNf5ppxaDwGg1WvcCK/2f290d397202904442411af74b679b76/WhatsAppAdvertisingMessagesImage03_16e178001f407a2dbc66ccab7b13b3fa.png) Now, let’s look at when you might use these strategies and examples of WhatsApp advertising messages for different business events. ### 8 Use Cases with Ready-to-Use WhatsApp Advertising Messages Sample There are several ways you can use WhatsApp advertising messages to engage with customers. Here are eight business events that commonly occur and a couple of WhatsApp marketing messages examples for each. #### Abandoned Cart Let’s say you own a jewelry brand with a successful online store, but notice there’s a high percentage of abandoned carts. Up to 60% of these could be recovered with a well-timed WhatsApp cart recovery message. Here are some WhatsApp cart recovery message samples you can use: 1. “Hi [customer name], you’ve been eyeing some of our finest items 💎 That’s a great selection in your cart! Would you like to make them yours immediately?” 2. “Wow, [customer name], you’ve got great taste 👍 We noticed you’ve put some of our best-sellers in your cart 🛒 Get them while they are still available!” #### New Launch Perhaps you’re a sportswear company that has run teasers on social media and hyped up customers about your new spring collection. It’s now go-time. Include WhatsApp as one of your marketing channels. Check out these WhatsApp new launch promotion messages you can copy: 1. “Hey [customer name] the wait 🕜 is finally over! We know you wanted you to be the first to hear about our spring collection 🏃🏻‍♀️🏃🏽‍♂️ Check it out here! [URL]” 2. “What’s hip, hot and sure to sell out fast? That’s right, [customer name], the [business name] spring collection is here 👚 👟 You wanted to be the first to hear about it, so update your workout wardrobe now at [URL]!” #### Restocked Items You own a popular gadget store and best-selling items such as specialty keyboards and headphones quickly sell out. When customers enquire about these, offer to inform them of restocks via WhatsApp. They are assured of priority service by a store they trust while you retain their business. Inform customers about restocks with these WhatsApp restock alert messages: 1. “Hi [customer name], the [item] you wanted is now back by popular demand 🥳 To thank you for waiting, we’re offering you free delivery for purchases of above [amount]. Grab it now at [URL]! 2. “As promised, [customer name], you’re the first to know that [item] is back in stock 🥳 Get it immediately at [URL] or visit any of our retail outlets 🏢 We’re located at: [list of outlets]. Let us know if we can reserve one in-store for you!” #### Sales or Promotion Alerts Let’s suppose you’re a nationwide home appliance retailer that runs monthly specials or promotions. To keep customers informed about them, create a sales or promotion alert template that you can disseminate as necessary. Here are some WhatsApp promotion alert samples you can use: 1. “New Promotion 🛎️ This month’s special offer is [offer]. We’re also offering loyal customers like you, [customer name], a 5% discount on orders above [amount]. Use the promo code DISCOUNT5. Order now at [URL].” 2. “Hi [customer name]! We’ve got a hot 🔥 tip for you: Grab this month’s special promotion of [offer] immediately. This is limited to the first [number of] customers, so be quick! Shop now 🛒 at [URL].” #### Loyalty Rewards Maybe you manage a premium leather goods label whose limited-edition releases are highly coveted. Reward high-value customers for their loyalty with exclusive discounts or priority access to new products. Adopt a friendly or confidential tone to make them feel special. Thank loyal customers with a WhatsApp advertising messages sample from below: 1. “Hi[customer name], our new product drop goes live at [time] tomorrow and we wanted you to have first access 🥳 The [product] is a limited release so let us know if you would like us to put one aside for you. Reserve yours quickly!” 2. “Dear [customer name], thank you for being a loyal member of [brand name] 🙏 Here’s an exclusive 10% off our new collection with the promo code 10TQ. There’s also a free gift 🎁 for orders above [amount] as a token of our appreciation. Shop now at [URL].” #### Feedback Request Perhaps you run a cleaning service and want to collect customer feedback. Craft a two-part WhatsApp message that not only does this but also offers them a discount in return. Use WhatsApp Business interactive features like Quick Reply or Call to Action buttons for response ease. Check out these WhatsApp feedback request examples: - Part 1: “Hi[customer name], thank you for using [business name] 🙏 What did you think of our service today?” Part 2: “Thank you for your feedback! To show our appreciation 🤝 enjoy 5% off your next cleaning service Use the promo code 5REWARD when you make your next booking at [URL]. Have a great day 🙂” - Part 1: “Dear [customer name], we hope you enjoyed using [business name] today 👍 How would you rate our service?” Part 2: “Thank you for taking the time to rate our service. We value your feedback and always strive to improve 💪 As a sincere thank you, use the code 10FEEDBACK for 10% off when you make your next reservation on our app.” #### Re-engagement Maybe you’re a wellness group that specializes in products and services that encourage holistic well-being. How frequently customers engage with you depends on their individual needs or preferences. Invite inactive customers to re-engage with your brand by using any of these messages: 1. “It’s been a while, [customer name] 👋 Since your last visit, we have expanded our products and services to provide the best wellness experience around. Why not drop by for a yoga 🧘 class or a matcha 🍵 tasting session? Reserve your workshop of choice at [URL]. We hope to see you!” 2. “Hi [customer name]! We miss you at [business name], so we’d like to offer you an exclusive 8% off storewide 🥳 Browse through our latest products at [URL] and apply the code YAY8OFF at check-out 🛒” #### Upcoming Events Say you own a chain of cafes famous for events such as celebrity guest shifts or cool collaborations. WhatsApp is a great way to tell customers what’s going down where and when, as well as to offer them exclusive experiences. Check out the WhatsApp advertising messages examples for new events below: 1. “Something’s going down in town [date], and we want you to be there 🤩 Come join us at [venue] between [time] for a few hours of good vibes and great coffee ☕ Reserve your spot now at [URL]. See you there!” 2. “Hiya [customer name]! We’re launching a limited series of handcrafted coffee cocktails 🍸 To kick things off, celebrity barista [name] will be shaking up a storm at [venue] on [date], from [time] till late. Drop by for a taste 🤩” #### WhatsApp Advertising Messages Sample: Best Practices Whether you want to edit a WhatsApp advertising messages sample from above or write your own from scratch, here are some best practices to keep in mind. ![This%20is%20an%20image%20of%20best%20practices%20to%20apply%20if%20promoting%20a%20product%2C%20service%20or%20special%20event%20for%20customers%20who%20are%20interested%20in%20how%20to%20advertise%20on%20WhatsApp.%20Best%20practices%20include%20segmenting%20customers%20according%20to%20interests%2C%20keeping%20the%20content%20conversational%20and%20engaging%20customers%20through%20interactive%20and%20mixed%20media%20features.](https://images.ctfassets.net/ph8r57dk1q9w/syTVIHrbPtrVPn3kNlPWR/36c937c9fbabbea90f73043c9315d64b/WhatsAppAdvertisingMessagesImage04_7a785cd12156342241327b9d170b1c2c.png) First, segment customers according to interests. Use interest tags to target the right audience in your broadcast lists, or customers may block or report you for unwanted content or spam. You also want to keep your message short and conversational. Customers appreciate the informal nature of WhatsApp, so lean into the channel’s unique traits to turn a promotional message into an opportunity for relationship-building. ![This%20image%20shows%20how%20one%20of%20the%20WhatsApp%20marketing%20messages%20examples%20mentioned%20in%20the%20text%20might%20look%20like.%20It%20uses%20interactive%20and%20mixed%20media%20features%20like%20images%20and%20a%20Call-to-Action%20button%20to%20encourage%20customers%20to%20pay%20attention%20to%20the%20message%20and%20engage%20or%20respond.%20This%20is%20one%20of%20the%20best%20practices%2C%20alongside%20segmenting%20customers%20by%20interest%20and%20keeping%20the%20message%20short%20and%20conversational%2C%20as%20seen%20in%20the%20WhatsApp%20advertising%20messages%20sample%20above.](https://images.ctfassets.net/ph8r57dk1q9w/1e6OQITVQuhdED587cKCdx/c97cdd8bf8454ebdb6acb77ef0f6f342/WhatsAppAdvertisingMessagesImage05_495ccd3c1834d9f4dc05adecb11c7137.png) On that note, engage with customers. Give them a reason to reply or have prompts for action. A great way to do this is through the interactive and mixed media features available on WhatsApp Business, such as Call-to-Action and Quick Reply buttons. So, we’ve set you up with a list of WhatsApp marketing message examples and tips on making the most of them. How about playing like the pros? If you want to use advanced automation to send WhatsApp advertising messages, use [AI](https://help.respond.io/workspace-settings/workspace-setting-respond-ai#ai_agent) to handle responses from your advertisements and enjoy multi-user access to a WhatsApp Inbox, [sign up for a respond.io account](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and [connect to WhatsApp API today](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start#connecting_whats_app_business_api). ### Further Reading Enjoyed reading about WhatsApp advertising messages? Discover the different ways you can use WhatsApp for business with these articles: - The Practical Guide to WhatsApp Ads - 12 Ways Companies Do WhatsApp Marketing Campaigns - WhatsApp Bulk Message: How to Send Bulk Messages on WhatsApp ## [WhatsApp AI Agent for Lead Generation, Qualification & Management](https:/respond.io/blog/whatsapp-ai-chatbot-for-lead-management) WhatsApp AI agents help high-volume B2C teams qualify, route and convert leads automatically. Learn what to look for in a platform and why respond.io fits. Every day, businesses receive WhatsApp inquiries at all hours, often outside business hours and across different time zones. These messages come from multiple entry points, including ads, websites and social media, and customers increasingly expect fast, real-time responses. A large portion of inbound messages are repetitive or request basic information. When teams handle these conversations manually, response times slow down, follow-ups become inconsistent and qualified leads are missed. Customer expectations continue to rise, but human agents alone cannot maintain speed and consistency as volumes increase. ![Infographic%20showing%20why%20businesses%20need%20WhatsApp%20AI%20agents%3A%20handling%20messages%2024/7%2C%20managing%20repetitive%20inquiries%2C%20eliminating%20slow%20manual%20replies%20and%20preventing%20missed%20qualified%20leads](https://images.ctfassets.net/ph8r57dk1q9w/2LCAc4pw3fkNLgjKK282xR/56e1a0d62e46ca5f647789f1367fb410/Concepts___WhatsApp_AI_Chatbot_for_Lead_Gen_-_Image_01.png) WhatsApp AI agents address these challenges by automating lead generation, qualification and management efficiently. By handling repetitive tasks and gathering structured information early, AI enables teams to maintain speed, accuracy and consistency without increasing headcount. This article covers how WhatsApp AI agents handle the full lead lifecycle, what to look for in a platform, and why high-volume B2C teams choose respond.io to run it. ### What is a WhatsApp AI agent? WhatsApp AI agents are AI-powered assistants that communicate with customers using natural language. Built on large language models (LLMs), they understand typed messages, interpret intent and respond conversationally — unlike traditional rule-based bots that rely on fixed decision trees and keywords. ![Infographic%20defining%20a%20WhatsApp%20AI%20agent%20as%20an%20AI-powered%20assistant%20that%20detects%20intent%2C%20responds%20conversationally%20and%20supports%20lead%20qualification](https://images.ctfassets.net/ph8r57dk1q9w/4dhcuS0delTdKJfNO1Vvjb/c08d6278a7367f245391c409e01b1454/Concepts___WhatsApp_AI_Chatbot_for_Lead_Gen_-_Image_02.png) Rule-based chatbots work well for straightforward FAQs, but struggle with lead handling because real prospects rarely follow predictable scripts. When a message is unclear, incomplete or phrased unexpectedly, they miss intent and create friction. For lead generation and sales, AI agents can greet users, ask relevant questions, qualify intent, filter spam and route conversations appropriately — all in real time. To run them on WhatsApp, businesses need WhatsApp API access and a supporting platform such as respond.io, which provides the inbox, automation, integrations and reporting needed to manage conversations at scale. #### AI agent vs rule-based chatbot vs human agents Here's how AI agents compare to rule-based bots and human agents for lead handling: | Feature | AI Agents | Rule-Based Bot | Human Agent | | --- | --- | --- | --- | | Speed | Instant at any volume | Instant, but breaks on unexpected inputs | Varies; slows under high volume | | Handling Complex Conversations | Limited — escalates to human with full context summary | Cannot adapt; conversation stalls or loops | Excellent — handles nuance, negotiation and exceptions | | Handling FAQs | Excellent | Good | Good | | Cost | Low | Low | High | | 24/7 | Yes | Yes | No | AI is best used for high-volume, repeatable lead handling, with humans supporting exceptions and high-stakes decisions. ### How does a WhatsApp AI agent actually improve lead conversion? A WhatsApp AI agent improves lead conversion by responding instantly, qualifying consistently and reducing manual load on human agents. For high-volume B2C teams, the impact shows up across five areas: #### Instant responses 24/7 AI agents reply the moment a message comes in, regardless of time zone or business hours. This ensures no leads are lost due to delayed responses, especially outside working hours. #### Higher engagement than forms WhatsApp conversations feel faster and more natural than filling out forms. Customers are more likely to reply, answer questions and stay engaged in a chat-based flow. #### Better conversion from click-to-chat ads AI agents convert ad clicks into active conversations immediately. When a lead arrives from a Click-to-WhatsApp or TikTok Messaging Ad, the AI automatically receives ad attribution context—including campaign, ad set and ad name—so it can greet users with relevant messaging instead of generic prompts, reducing drop-offs between ad click and qualification. ![Infographic%20showing%20the%20benefits%20of%20WhatsApp%20AI%20agents%20for%20leads%20and%20sales%3A%20instant%20replies%2C%20higher%20engagement%2C%20consistent%20qualification%20and%20reduced%20agent%20workload](https://images.ctfassets.net/ph8r57dk1q9w/1IsMEBIISzEZSLXhF7U1N2/78283da23e60ee20ad1d8a1f29a83e43/Concepts___WhatsApp_AI_Chatbot_for_Lead_Gen_-_Image_03.png) #### Consistent lead qualification Every lead goes through the same qualification logic, regardless of timing or channel. This removes variability caused by manual handling and ensures consistent data collection. #### Reduced workload for human agents AI handles repetitive questions, basic information requests and early qualification steps. This allows human agents to focus on complex, high-value conversations instead of screening every inquiry. These results depend on how the AI is set up to handle each stage of the lead lifecycle — which is where the real difference shows. ### How a WhatsApp AI agent handles your lead pipeline A WhatsApp AI agent moves leads through each stage of the pipeline automatically — from first message to qualified handover — without requiring manual intervention at every step. On platforms designed for structured lead management like respond.io, this happens within one connected workflow rather than across disconnected tools. Below is how each stage works in practice, with examples of how AI typically responds in real conversations. ![Infographic%20illustrating%20the%20WhatsApp%20AI%20lead%20lifecycle%3A%20generate%20leads%2C%20qualify%20and%20filter%2C%20route%20and%20convert%2C%20then%20re-engage%20leads](https://images.ctfassets.net/ph8r57dk1q9w/33fhEo6Drv3XBibVxInT2x/864f15548bcffc4d9015309cfc07e6c9/Concepts___WhatsApp_AI_Chatbot_for_Lead_Gen_-_Image_05.png) #### Lead generation AI agents support lead generation across multiple entry points, including Click-to-WhatsApp ads, QR codes, short links and online forms. When users initiate a chat, AI greets them instantly and answers common questions, improving conversion from click to conversation. **Example:** AI: “Hi! What can I help you find today?” User: “I’m looking for a hybrid SUV.” #### Lead qualification AI asks qualifying questions, detects low-intent or spam inquiries and collects required information. It applies tags, labels or scores to reduce manual qualification workload. **Example:** AI: “Do you have a budget range?” User: “$30k–$40k.” #### Lead routing Based on intent and collected data, AI recommends routing by team, product, region or priority. It escalates conversations only when necessary, improving speed and accuracy. **Example:** AI: “Let me connect you with our sales advisor for hybrid models.” #### Lead conversion AI provides product information, pricing and FAQs, and follows up instantly. Human agents step in for complex discussions, with AI summarizing the conversation context. Voice calls or WhatsApp Calling can be used when needed. **Example:** AI: “Based on what you’re looking for, this model starts at $38,000. Would you like to book a test drive or speak with a sales advisor?” User: “Yes, I’d like to book a test drive this weekend.” AI: “Great. I’ll connect you with a sales advisor to confirm availability.” #### Lead re-engagement AI triggers WhatsApp broadcasts, personalized drip campaigns and segment-based reactivation flows. Long-term nurturing keeps leads engaged until they are ready to convert. **Example:** AI (after 48 hours of no response): “Just checking in — would you like help with pricing options or availability?” #### Measurement & optimization Performance metrics are tracked to evaluate Click-to-Chat attribution, conversion rates and follow-up effectiveness. AI insights help teams optimize flows and improve outcomes over time. **Examples:** - A team identifies that one Click-to-WhatsApp campaign generates more qualified leads and updates AI qualification logic to prioritize similar traffic. - Sales managers adjust follow-up timing after noticing lower conversion rates for leads contacted outside business hours. - Teams refine routing logic when reports show delays after human handover, improving response speed for high-intent leads. - Entry-point performance data reveals that website widgets convert better than QR codes, guiding budget and placement decisions. ### WhatsApp AI agent use cases by industry The way AI agents handle leads varies by industry — the qualification questions, routing logic and handover triggers all differ depending on the business. Below are examples of how high-volume B2C teams across retail, automotive, education, healthcare, travel and real estate are using them in practice. #### Retail/ecommerce In retail and ecommerce, WhatsApp AI agents help teams handle high-volume product questions, confirm order details and reduce repetitive sales tasks without slowing response times. ![Image%20depicting%20Diskat%27s%20success%20using%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5b3BcHiYT6XOBkIcqIWRPO/9ec73fba43b4857ebdd57b692ae6525e/Diskat_-_cover.avif) For example, [Diskat](https://respond.io/customers/diskat-maintains-80-percent-conversion-rate-with-ai-agents) used an AI Agent to automate sales inquiries and order confirmations, while also improving ad targeting with Meta’s CAPI and integrating chat data with its ERP for order creation. As a result, they achieved an 81.4% conversion rate, had 90% of sales handled by AI Agents and reduced marketing and operational costs by 50%. #### Automotive Automotive leads often require fast qualification around intent (buy vs sell), budget, timing and model preferences—especially when multiple inquiry types come in at once. ![Image%20depicting%20iMotorbike%27s%20huge%20success%20using%20respond.io%20as%20their%20conversation%20management%20platform.](https://images.ctfassets.net/ph8r57dk1q9w/3vkOMvejU66NhghYGsxMXU/e851bc1fa6d8efa8fdc2f41761885c23/iMotobike_-_cover.avif) For instance, [iMotorbike](https://respond.io/customers/imotorbike-handles-2x-more-leads-with-ai-agents-on-respond-io) used customized AI Agent templates for different journeys (such as buyers vs sellers), added automatic lifecycle updates, and routed only sales-ready leads to human teams. This helped them manage 2x more leads daily, respond 67% faster and have 70%+ of conversations handled by AI. #### Education Education inquiries tend to be detailed and high-consideration, so AI agents are useful for collecting requirements early (student needs, preferences and fit) and keeping conversations from being missed during busy periods. ![](https://images.ctfassets.net/ph8r57dk1q9w/3TylPYvknnFGrkTL0GUFN7/2761d2ac8ab106536f27a11a279daea0/assets_2F11f7a662b80a4675973850b067c01fa5_2Fe9ba8c6d9094437294ef62117cc991ca) A good example is [GETUTOR](https://respond.io/customers/sleekflow-alternative-review-by-getutor), which used an AI Agent to handle initial inquiries, gather student information and preferences, and then compile the details before assigning the lead to an available human agent. With better prioritization and lead tracking, they handled 50% more leads per day, had 0 missed messages and booked 24% more classes in 2 months. #### Healthcare Healthcare and healthcare-adjacent services often deal with high volumes of spam and low-quality inquiries, which can slow response times and cause genuine leads to drop off. ![Image%20of%20doctor%20speaking%20with%20a%20patient](https://images.ctfassets.net/ph8r57dk1q9w/5o1JPsnsM4JGjQ9qMqHM0j/6ee92d4f9b9ba7442dc70592dde6ef4c/Pragamedica_-_2.jpg) [Praga Medica](https://respond.io/customers/praga-medica-recovers-70-percent-more-leads) used AI to filter out spam and reduce noise for consultants, while improving speed of engagement. The results included 70% more leads recovered, 97% of spam filtered out and a 50% reduction in first response times. #### Travel Travel businesses frequently receive repetitive inquiries (requirements, pricing, status checks) and need coverage outside business hours—without forcing staff to stay online. ![Image%20depicting%20Only%20Tourism%27s%20success%20using%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2KhVUCH8q4BnqPxwG6FG9V/6be85155dcb9e44552db24aad886e011/Only_Tourism.avif) [Only Tourism](https://respond.io/customers/only-tourism-automates-80-percent-visa-inquiries-with-ai-agents) deployed a customized AI Agent and optimized its knowledge sources so the AI could handle visa-related questions accurately and provide after-hours coverage. This allowed them to automate 80% of visa inquiries, handle 2x more conversations daily and generate 6x more monthly leads. ### How to run a WhatsApp AI agent at scale Running a WhatsApp AI agent at scale requires four things working together: WhatsApp API access, an AI-enabled platform, a knowledge base and CRM + analytics. Without all four, the AI operates in isolation — leads get qualified in chat but the data doesn’t reach your sales team, and performance stays invisible. ![Infographic%20outlining%20the%20key%20requirements%20to%20run%20a%20WhatsApp%20AI%20agent%20at%20scale%3A%20WhatsApp%20API%20access%2C%20AI%20platform%2C%20knowledge%20base%20and%20CRM%20with%20attribution](https://images.ctfassets.net/ph8r57dk1q9w/5n64AhvJ8mAv6BBs1hOGDe/ed237756c11257d19aa02e44e5b150a8/Concepts___WhatsApp_AI_Chatbot_for_Lead_Gen_-_Image_06.png) - WhatsApp API access: Required to support automation, multiple users and integrations. It’s the foundation that lets an AI agent operate reliably on WhatsApp at scale, unlike the WhatsApp Business App. - AI-enabled platform (e.g., respond.io): Provides the interface, shared inbox and automation layer that WhatsApp API doesn’t include. This is where AI agents run and routing/qualification logic is configured. - Knowledge base: Gives AI agents accurate information to answer questions, guide conversations and keep responses consistent. - CRM + analytics: Syncs lead details collected in WhatsApp (intent, budget, lifecycle stage) into sales systems and makes performance visible. - If you run Click-to-WhatsApp ads: Conversion API (CAPI) support helps connect ads, conversations and conversions so you can see which campaigns generate qualified leads and where to optimize spend. Together, these components allow a WhatsApp AI agent to function as part of a structured lead management system rather than a standalone responder. ### **Which WhatsApp AI agent platform is right for B2C lead management?** For B2C lead management, the right platform connects AI qualification, human handover and CRM syncing in a single workspace — not a combination of separate tools stitched together. Here are the criteria that matter most: #### WhatsApp API support The platform must officially support WhatsApp API. Without this, you won’t be able to run AI agents, automation or multi-user access at scale. API access is the foundation for any serious WhatsApp lead management setup. #### Unified inbox Look for a shared inbox that allows multiple team members to manage WhatsApp conversations together. A unified inbox ensures visibility, prevents duplicate replies and keeps full conversation context intact, especially when AI hands over to human agents. #### AI agent capabilities Not all platforms offer true AI agents. Choose a solution that supports LLM-based AI, not just rule-based bots. The AI should be able to understand free-text messages, qualify intent, collect structured data and take actions based on conversation context. #### CRM integration Your chat platform should connect directly to your CRM or sales systems. This allows lead details, lifecycle stages and qualification data collected on WhatsApp to sync automatically, ensuring sales teams always work with complete and up-to-date information. ![Infographic%20on%20how%20to%20choose%20a%20WhatsApp%20AI%20agent%20platform%2C%20covering%20WhatsApp%20API%20support%2C%20AI%20agent%20capability%2C%20CRM%20integration%20and%20reporting%20with%20attribution](https://images.ctfassets.net/ph8r57dk1q9w/6uLP3yZmmv37BwD85WLGSl/da6b03ddc1c3c855e844ba4fb9f57b94/Concepts___WhatsApp_AI_Chatbot_for_Lead_Gen_-_Image_08.png) #### Analytics and reporting A good platform provides clear visibility into performance. This includes response times, qualification rates, conversion outcomes and entry-point performance. Without analytics, it’s difficult to improve lead quality or justify investment. #### Workflow automation Even in an AI-first setup, the platform should support structured execution behind the scenes. This ensures actions like routing, follow-ups and lifecycle updates happen consistently once the AI makes a decision. #### Conversion API (CAPI) support If you run Click-to-WhatsApp ads, CAPI support is essential. It allows accurate attribution between ads, conversations and conversions, helping you understand which campaigns generate qualified leads and revenue. #### Security and compliance WhatsApp conversations often contain sensitive customer data. Choose a platform that supports compliance requirements such as GDPR and offers enterprise-grade security to protect customer information. #### Scalability Finally, the platform should scale as your message volume grows. This includes support for more conversations, more agents, additional channels and more advanced AI use cases without performance issues. If you're evaluating platforms against these criteria, here's how respond.io measures up. ### Why do high-volume B2C teams choose respond.io for WhatsApp AI? Respond.io helps businesses operationalize WhatsApp AI agents by combining AI execution, team collaboration and reporting in one workspace. Instead of acting as a standalone responder, the AI becomes part of a complete lead management system that connects conversations, teams, data and performance insights in one place. #### AI Agents built for lead management Respond.io’s AI Agents are configured for lead qualification, handover summaries and CRM syncing, not just FAQs. They can interpret intent, ask qualifying questions, collect structured information and decide the next best action for each conversation. #### Automated lead qualification AI Agents qualify leads consistently by gathering details such as intent, budget, preferences or readiness. This ensures every lead is assessed using the same logic, regardless of time, channel or conversation volume. #### Smart routing and human handover Once a lead is qualified, respond.io ensures conversations reach the right human agent or team. AI escalates chats only when needed, passing along full conversation context so agents can pick up without repeating questions. #### CRM synchronization Information collected by the AI—such as lifecycle stage, tags or qualification details—syncs automatically to your CRM. This keeps sales teams aligned and ensures WhatsApp conversations translate into actionable pipeline data. ![Infographic%20showing%20how%20respond.io%20enhances%20WhatsApp%20AI%20agents%20through%20AI%20lead%20qualification%2C%20smart%20routing%20and%20handover%2C%20CRM%20sync%20and%20CAPI%20attribution](https://images.ctfassets.net/ph8r57dk1q9w/5sReKePzeHbt0NSVmXW8FB/69061fb718d0b5712fb008a9d5eabea1/Concepts___WhatsApp_AI_Chatbot_for_Lead_Gen_-_Image_09.png) #### Click-to-WhatsApp ads and CAPI attribution Respond.io connects Click-to-WhatsApp ads directly to AI-driven conversations and supports [Meta’s Conversion API (CAPI)](https://respond.io/blog/click-to-message-ads#toc-0). This allows teams to track which ads generate qualified leads and conversions, not just clicks. #### Lifecycle visibility Respond.io’s lifecycle tracking gives AI Agents clearer context on where each lead stands—such as new enquiry, qualified, nurtured or converted—so they can adapt their actions accordingly. This helps the AI apply the right questions, follow-ups and handover timing for each stage, while giving teams a consistent view of progress so leads aren’t missed or mishandled. #### Analytics and performance reporting Respond.io provides reporting on response times, qualification rates, agent performance and conversion outcomes. These insights help teams optimize AI behavior, follow-up timing and lead routing decisions. #### Omnichannel and calling support Beyond WhatsApp messaging, respond.io supports additional channels and WhatsApp Calling, so teams can switch to voice when a lead needs faster clarification or a more detailed discussion. AI Agents can also handle incoming calls by answering common questions and collecting key details before handing over to a human agent—helping teams maintain context and visibility across both chat and voice. Together, these capabilities ensure WhatsApp AI agents don’t operate in isolation. They become part of a structured system that supports lead generation, qualification, conversion and measurement—without increasing operational complexity. ### Is respond.io the right WhatsApp AI platform for your team? WhatsApp AI agents are most effective when they’re part of a system designed for real lead management—not just automated replies. To turn conversations into qualified opportunities, businesses need AI that can understand intent, collect the right information, hand over to humans seamlessly and connect everything to sales systems. Respond.io brings these capabilities together in one platform. With WhatsApp API support, AI Agents built for lead qualification, CRM syncing, reporting and Click-to-Chat attribution, teams can manage WhatsApp leads from first message to conversion with full visibility and control. If you're a B2C business managing high WhatsApp conversation volume — across ads, social or direct — and need AI that qualifies leads, routes conversations and syncs to your CRM, respond.io is built for that. Not for cold outreach, fully automated no-human operations, or low-volume teams managing leads manually. [Start your free trial](https://app.respond.io/user/register) and see how respond.io powers WhatsApp AI agents built for lead generation, qualification and management. ## [Whatsapp AI Agent: Overview, Capabilities & How to Set Up ](https:/respond.io/blog/whatsapp-ai-agent) WhatsApp AI agents automate replies, qualify leads, and personalize chats at scale, helping businesses manage high-volume messaging efficiently and effectively. This guide is for **mid-market** B2C sales and support teams handling high-volume WhatsApp conversations who want to set up a WhatsApp AI agent to reduce response time and qualify leads automatically. A WhatsApp AI agent solves this by automating routine conversations while keeping humans in the loop for complex workflows. [Companies will soon automate 80% of inquiries with agentic AI](https://www.gartner.com/en/newsroom/press-releases/2025-03-05-gartner-predicts-agentic-ai-will-autonomously-resolve-80-percent-of-common-customer-service-issues-without-human-intervention-by-20290), helping teams handle significantly more leads without hiring. By the end, you’ll have a WhatsApp AI agent live on the WhatsApp Business API that can answer FAQs from your knowledge base, qualify inbound leads, and hand off to a human when needed. ### When manual WhatsApp handling starts costing you leads WhatsApp AI agents are most useful when your team is overwhelmed by inbound WhatsApp volume, needs faster first-response times, and must stay compliant with Meta’s opt-in and template rules. This guide assumes you will run the agent on the WhatsApp Business API (not the WhatsApp Business App) and use it for inbound conversations (ads, website click-to-WhatsApp, existing customers). If your business relies on cold outreach, a WhatsApp AI agent won’t solve that—Meta blocks unsolicited messaging; use email or SMS for outbound instead. ### What is a WhatsApp AI agent? A WhatsApp AI agent is an AI-powered system that manages customer conversations autonomously. Unlike older [WhatsApp chatbots](https://respond.io/blog/best-whatsapp-chatbots) that rely on “if-this-then-that” logic, AI agents use language models to understand what customers mean, even when phrased differently every time. **Here’s the difference**: Ask a basic bot, “Do you ship to Australia?” and it may respond with a generic shipping message, or worse, list every country they ship to. A WhatsApp AI agent understands intent, so it gives the exact answer: “*Yes, we deliver to Australia within 3–5 business days. Shipping is $25 for orders under $450.”* ![](https://images.ctfassets.net/ph8r57dk1q9w/7pRyROqdUMWYETEGEs8Z04/7df25cdb60604f03a4e8c1e4a51a0461/An_image_showing_respond.io-s_AI_agent-s_conversation_with_a_customer.png) That’s contextual memory at work. [23% of organizations](https://www.mckinsey.com/capabilities/quantumblack/our-insights/the-state-of-ai) are actively scaling agentic AI systems in at least one business function; AI agents are becoming standard. But these agents don’t live inside WhatsApp. They work through the WhatsApp Business API to send and receive messages, but the agent itself runs on respond.io — a customer conversation management platform — which handles routing, CRM syncing, team collaboration and more behind the scenes. ![](https://images.ctfassets.net/ph8r57dk1q9w/3SpdttOWljhMUZaqChzSXW/3e7b6f1cb1d9df89c5f5c77fe4332822/Screenshot_2026-02-27_at_11.22.34â__AM.png) ### WhatsApp AI agent vs WhatsApp chatbot: what’s the difference? A WhatsApp AI agent is a goal-driven system that understands intent and chooses actions, while a WhatsApp chatbot usually follows predefined rules or scripted flows. While both can handle routing, assignment and lifecycle updates, traditional chatbots rely on rigid, rule-based flows. AI agents adapt to unpredictable user input, making conversations smoother and more reliable at scale. Here are some differences: - Chatbots follow fixed scripts and break with unexpected questions - WhatsApp AI agents understand context, generate real responses and adapt in real time. One in four brands will see a 10% increase in successful self-service interactions by the end of 2026, thanks to growing trust in generative AI. - Traditional chatbots depend on carefully planned decision trees that must be rebuilt as the business evolves. AI Agents require far less maintenance, needing only defined objectives, operating rules, and access to knowledge sources to handle conversations dynamically instead of following fixed paths. ***Side Note:*** WhatsApp AI agents are built for inbound conversations, not blasting strangers and [Meta strictly bans cold outreach and unsolicited promos](https://transparency.meta.com/policies/community-standards/spam/). ### How WhatsApp AI agents work Understanding the invisible flow helps you set up smarter systems. #### Step 1: Customer sends a WhatsApp message Someone messages your WhatsApp Business number. The message hits Meta’s servers and routes through the WhatsApp Cloud API to your connected platform e.g respond.io. #### Step 2: Your platform receives and enriches the message Respond.io, a customer conversation management platform, captures the message, enriches the contact with metadata like entry point and conversation type and updates the profile for both new and existing contacts. It also syncs the contact with your connected CRM (like HubSpot or Salesforce) to keep customer data consistent across systems. #### Step 3: The AI analyzes the message and understands intent Respond.io’s AI agent then uses intent detection to understand what the customer wants, then cross-references your knowledge source using retrieval-augmented generation, to find the right answer. Without an AI agent, this kind of lookup usually requires switching between tools like the WhatsApp Business App, spreadsheets, your CRM, email and more. AI agents eliminate that patchwork and surface the information in seconds, so the system has full context before deciding what to do next. #### Step 4: The AI decides the next action Based on the customer’s intent, the AI chooses what to do: respond directly with an answer, ask follow-up questions to qualify the lead, trigger automated workflows (like updating lifecycle stages or tagging contacts), or route the conversation to human agents. ![](https://images.ctfassets.net/ph8r57dk1q9w/6CRQj8o2dYZdQHEf9h9KqQ/89ec05f6bb2eee699d34bbcb4a97abc5/An_image_showing_respond.io-s_AI_agent_routing_conversation_to_a_human_agent.png) When a handoff happens, agents receive the full chat history and all relevant context, so they can take over instantly without asking the customer to repeat anything. This ensures a seamless transition from AI to human. ***Note: When human agents need to step in, respond.io’s takeover feature lets them claim conversations instantly with one click. The AI immediately stops responding and the agent jumps in without disrupting the flow.*** ### What can a WhatsApp AI agent do? Here are a few things your AI agents deliver when deployed correctly. #### Automate lead qualification and filter out noise WhatsApp AI agents qualify leads by gathering important details such as budget, product preference and timeline, understanding user intent, and tagging contacts as hot, warm or cold—while filtering out spam leads. This helps teams quickly see which leads are ready to move forward and which should be prioritized. With every important detail and piece of context enriched automatically, respond.io makes it easy for your team to see who they’re dealing with, whether it’s a repeat customer or a new lead coming from WhatsApp ads, so qualified leads move forward faster. [JU Productions used this to filter spam](https://respond.io/customers/ju-productions-chose-respond-io-over-manychat) and route only buyers, resulting in 47.2% lower cost per qualified lead and 718% more sales from WhatsApp broadcasts. > “We’re grateful to have chosen respond.io — the platform has been a huge part of our growth, and the team consistently rolls out new features and resolves issues quickly, which gives us confidence we made the right decision.” > — **Jefferson Liew, CEO, JU Productions** ***Note***: With respond.io’s [lifecycle stages](https://respond.io/blog/customer-lifecycle-management-software), you can see every contact’s journey at a glance and send them to the right workflow instantly. #### Handle high volumes of conversations during peak times When you run a flash sale and 2,000 people message and call you in six hours, your team drowns. Response times spike. Customers lose interest and leave. WhatsApp AI Agents are built to handle this kind of volume. Take [Only Tourism](https://respond.io/customers/only-tourism-automates-80-percent-visa-inquiries-with-ai-agents), a Dubai travel agency overwhelmed by repetitive visa questions flooding in during weekends and holidays when their team was offline. Customers needed instant answers about visa eligibility, processing times, and document requirements but manual responses couldn’t keep up. They used respond.io’s AI Agent to automate visa inquiries around the clock. The AI now automates 80% of inquiries, handles 2x more daily conversations, and supports 6x more monthly leads without hiring extra staff. > *“With respond.io’s AI Agent managing 80% of our visa inquiries, we handle twice as many conversations while keeping customers satisfied with prompt, accurate answers. Since our team no longer faces an endless backlog of routine inquiries, they can focus on providing quality support for more complex cases.”* > **— Adam Xaniar, CEO of Only Tourism** But scaling isn’t just about handling more chats and calls. It’s also about coordination, keeping customer data accurate and ensuring every conversation is tracked properly. With AI Agents, actions like updating contact details, tagging intent and triggering follow-ups happen automatically in real time. ***Pro Tip:*** If you’re paying for WhatsApp Business API messages, use our free [WhatsApp Pricing Calculator](https://respond.io/whatsapp-pricing-calculator) to estimate costs based on your message volumes before scaling. #### Personalize conversations using customer data WhatsApp AI agents personalize responses using conversation history, past interactions and customer attributes. For example, if someone previously asked about a service or product category and returns with a follow-up question, the AI can tailor recommendations based on their earlier interest rather than giving a generic reply. Tools like respond.io integrate with CRM platforms such as [HubSpot](https://respond.io/blog/hubspot-whatsapp-integration/) and Salesforce, pulling key customer data directly into the conversation. This gives the AI context on who the customer is and what they’ve interacted with, so responses feel relevant without relying on guesswork. #### Manage end-to-end customer journeys Most businesses treat WhatsApp like a support channel. Reply, close chat, done. That’s a mistake. AI agents manage entire lifecycles, from first inquiry to post-purchase support. - Pre-sale: answer FAQs, collect requirements, send booking links - During purchase: confirm orders, process payments, send receipts - Post-sale: share delivery updates, request reviews, offer support Respond.io’s AI Agents can trigger workflows that run automations whenever a customer’s lifecycle stage is updated. For instance, when a customer completes a purchase, and their lifecycle stage changes from hot lead to customer, the workflow that’s triggered can send a follow-up message three days later asking, “How’s your order?” This lets post-purchase follow-ups run automatically, without teams manually tracking status across [CRM](https://respond.io/blog/whatsapp-crm/), spreadsheets or multiple channels. ### What WhatsApp AI agents cannot do Knowing what conversational AI agents can’t do sets realistic expectations that matter for your strategy. #### 1\. Replace humans for sensitive or high-stakes decisions AI handles routine inquiries brilliantly but complex queries like billing disputes, medical advice, or legal questions require human intervention. This is why seamless handoffs matter. The AI should *know* when to step aside and pass the conversation to a person. Respond.io’s AI Agent includes escalation triggers. If a customer uses certain words, the system automatically routes the chat to a human agent with full context. ![](https://images.ctfassets.net/ph8r57dk1q9w/4kLNZp3SKe7vwDsDFRK6UP/e504eb9720a82073bb0ef0acf148e6a8/An_image_showing_respond.io-s_AI_agent_escalating_to_human_support.png) #### 2\. Handle cold outreach or unsolicited messaging WhatsApp has [strict anti-spam policies](https://respond.io/blog/whatsapp-business-banned/). You can’t message people who haven’t opted in or buy contact lists and blast promotional content. It’s why AI agents work *only* for inbound conversations, customers who message you first or people who clicked your ads and initiated contact. ***Consider:*** Email or SMS instead, if your business model depends heavily on cold outreach. #### 3\. Work without structured data or knowledge sources If your business doesn’t have documented FAQs, product specs, or clear policies, the AI will struggle to generate precise answers. AI agents pull from what you give them, so businesses with messy data won’t see good results until they clean things up. ***Pro Tip:*** Audit and centralize your product details before deploying an AI agent. Respond.io lets you upload documents and link webpages so the AI always uses the latest information. #### 4\. Bypass Meta’s template message restrictions For the first 24 hours after a customer messages you, you’re in an “open conversation window.” You can reply freely. After that, you need to use [WhatsApp template messages](https://developers.facebook.com/documentation/business-messaging/whatsapp/messages/send-messages), pre-approved by Meta. These templates follow strict rules: no promotional language, misleading CTAs, or canned responses that sound spammy. AI agents can *generate* personalized replies but if you’re messaging someone who hasn’t engaged in two days, that reply must use an approved message template. ### How to Set Up Your WhatsApp AI Agent (Step-by-Step) When you finish these steps, your WhatsApp number will be connected to the WhatsApp Business API, your AI agent will be trained on your approved knowledge sources, and you’ll have tested and published it for live conversations. Follow these steps to launch a WhatsApp AI agent for your business. #### Prerequisites - A WhatsApp Business API-ready number (or a plan to migrate your existing number) - Meta Business Manager access and completed business verification - A BSP account (or direct Meta API access) - A structured knowledge base (FAQ doc, help center, or product catalog) - A defined handoff rule for when to escalate to a human agent #### Step 1: Choose a WhatsApp business solution provider for API access Since you can’t use the basic Business app, you need API access either through a [business solution provider](https://respond.io/blog/whatsapp-business-solution-provider) (BSP) or by connecting directly via Meta; respond.io is a customer conversation management platform that can host your AI agent and connect WhatsApp API messaging into one workflow. [Start your free trial here](https://app.respond.io/user/register?lang=en&_gl=1*1iv4al8*_gcl_au*MTY2OTI4NDQ0NS4xNzY0NzAxMzAy). #### Step 2: Connect your number and configure your profile Once signed up, connect your WhatsApp Business number to respond.io. It takes a few minutes to verify your number, set your business profile (name, logo, description) and configure your display name. ![](https://images.ctfassets.net/ph8r57dk1q9w/5yooiHDn9d3BTE6tV8dNHW/657e6ba359787a16b9ea22657c35c616/connect-wa-7.jpeg) #### Step 3: Create your AI agent Open the AI Agents module and click **Create AI Agent.** ![](https://images.ctfassets.net/ph8r57dk1q9w/4MVP8NmpeiRXz5eTWCM8gn/533624949f34ce16101918fabd5e9426/An_image_of_respond.io-s__Create_your_AI_agent__dashboard_page.png) Next, choose a template that fits your needs, e.g. AI sales agent (answers FAQs based on documentation) or create one from scratch. ![](https://images.ctfassets.net/ph8r57dk1q9w/4RM3VwHzQPcLTuLx4pj9L7/d0eed3b0117d43bf7b1b276868840b51/An_image_of_respond.io-s_AI_agent_template.png) The creation page comes pre-filled. Feel free to customize the agent’s name, instructions (role, tone, behavior) and enabled actions like closing conversations and updating lifecycle stages. ![](https://images.ctfassets.net/ph8r57dk1q9w/1JHtCdPVoHcJYPcGnYGlll/cd009c9566b733824a5e3f86fe4e3f9b/An_image_of_respond.io-s_agent_creation_dashboard_page.png) #### Step 4: Upload your knowledge sources Click **\+ Add AI Knowledge Source** to upload documents or link URLs like your FAQ page or product catalog. ![](https://images.ctfassets.net/ph8r57dk1q9w/awaNEeYUeD2GyoeQpxT84/b5c5b9df1393395e361839de0596cd28/An_image_of_respond.io-s__Add_AI_Knowledge_Source__dashboard.png) The AI references these when answering questions. Include shipping policies, return procedures, product specs, pricing and troubleshooting steps. With respond.io, your AI Agent trains only on verified files (pdf, CSV, DOCX, PPTX and public webpage URLs) so responses stay accurate and on-brand. ***Note***: We recommend choosing where you want the information routed as this directly affects speed, accuracy and conversion outcomes. ![](https://images.ctfassets.net/ph8r57dk1q9w/7B1wH9EJTtvtFhWmAuGHun/c92d15e6e898d3233716b915a4bb386f/An_image_of_respond.io-s_conversation_routing_rules_dashboard.png) #### Step 5: Test before publishing Go to the Chat tab and simulate conversations. Type test messages and watch how your AI Agent replies. Confirm actions like assigning chats trigger as expected. ![](https://images.ctfassets.net/ph8r57dk1q9w/4pJgVT5cNSO1NueIMjo7Tx/54233550a6364daf1a5d46fc61c9849a/An_image_of_respond.io-s__Test_AI_agent__dashboard.png) Once satisfied, click **Publish**. ### Why use a WhatsApp AI agent You’ve seen what they do and how to set them up. But why does this matter for your business? #### 1\. Reduce response times [WhatsApp has over 3 billion monthly active users globally](https://backlinko.com/whatsapp-users). That’s where your customers live. When someone messages your business, they expect replies now. AI agents respond instantly without “We’ll get back to you soon” delays or abandoned inquiries because your team was offline. Respond.io delivers [99.999% uptime](https://respond-io.betteruptime.com), keeping your AI online through peak times like Black Friday and preventing downtime that could cost you revenue. #### 2\. Stop wasting time on spam and low-value leads Without lead qualification, everyone gets treated the same, whether they’re ready to buy or just browsing. WhatsApp AI agents pre-qualify leads *before* routing them to your team. The AI asks budget questions, confirms timelines and tags contacts based on intent signals. Respond.io’s enrichment feature makes this even smarter. Every message is automatically enriched with campaign source, conversation history and CRM data. By filtering out spam and low-value leads and routing only qualified prospects, your team closes more deals with less effort. ***Did You Know?*** Instead of contact-level tagging like most inbox tools, respond.io ranks conversations dynamically using funnel stage, ad origin and more. #### 3\. Scale without hiring more staff Hiring is expensive and training takes months. AI agents let you handle thousands of conversations without expanding headcount. With features like respond.io’s shared inbox, your team works like a well-oiled machine. Agents see who’s handling which conversation. Managers track productivity with dashboards. No more “Did anyone reply to this?” chaos. Plus, with respond.io’s dashboards, you can track speed, resolutions, handoffs and satisfaction scores to spot gaps fast. ![](https://images.ctfassets.net/ph8r57dk1q9w/2IHVyAxNtfOQbFaaOPRNdz/a1b91be5086ed17883e3a41a583293b6/An_image_of_respond.ioâ__s_dashboard_showing_average_resolution_time.png) **Tip:** Use internal comments to leave notes for teammates. Example: “*This customer mentioned budget concerns, follow up with a discount offer tomorrow*.” Respond.io’s AI agents can also automatically [leave internal comments](https://respond.canny.io/changelog/ai-agents-can-now-add-internal-comments) when they detect important signals, flagging key insights for your team. #### 4\. Eliminate tool-switching and data silos Your sales rep is on a WhatsApp chat. Then they switch to HubSpot to check the lead stage, then to Google Sheets to log the conversation and to email to send a follow-up. By the time they’re done, three more customers are waiting. WhatsApp AI agents eliminate this chaos by syncing conversations directly with your existing tools: HubSpot, Salesforce, Shopify, WooCommerce, Zapier, Make, Stripe, and more. **Example flow:** A potential client messages asking about your services. The AI qualifies their budget and timeline. They express serious interest. Respond.io automatically creates a deal in your CRM, enriches the contact record with conversation data, assigns the lead to your sales team based on territory, and triggers an email sequence, all while your agent stays focused on the conversation. That’s [end-to-end automation](https://respond.io/blog/whatsapp-auto-reply-message-sample) with no missed steps. #### 5\. Maintain enterprise-grade reliability & security When your messaging platform crashes during a campaign, you lose thousands in revenue, customers get frustrated and your team panics. Security matters too. You want a platform like respond.io that’s ISO 27001 and GDPR compliant. This is especially critical for industries like healthcare, education and finance, where more than being costly, data breaches are illegal. Plus, always-on AI Agents capture every inbound lead instantly (even outside business hours), so no opportunity slips through the cracks. ### Why WhatsApp AI agents are the future of business messaging Conversational AI agents let you scale conversations without sacrificing the personal touch. They respond instantly, qualify leads, book appointments — and free up your human team to focus on the interactions that matter most. The results speak for themselves. Here are some businesses that have seen major improvements since adopting AI agents: - iMotorbike doubled lead volume using AI agents on respond.io - JU Productions reduced spam and qualified more leads with AI agents - Automax used AI agents to qualify leads 24/7 and scale efficiently - GETUTOR simplified course bookings for customers with AI agents By combining smart automation with human empathy, you create a messaging experience that builds trust, drives growth and keeps customers coming back. ### respond.io: Your platform for WhatsApp AI agents respond.io is a customer conversation management platform built for mid-market B2C teams managing high-volume inbound WhatsApp conversations. It handles routing, human handoff, CRM syncing, and automation — so your AI agent runs end-to-end without backend setup or compliance headaches. GDPR and ISO 27001 compliant, it’s trusted by brands in healthcare, finance, automotive, and retail for sensitive customer conversations across WhatsApp, Instagram, Messenger, email, and calls. Out of the box you get an AI agent for chat and call handling, a multi-user shared inbox, [omnichannel support](https://respond.io/blog/omnichannel-support), customizable [conversation routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio), [CRM integrations](https://respond.io/blog/hubspot-whatsapp-integration) with HubSpot and Salesforce, [lifecycle tracking](https://respond.io/blog/customer-lifecycle-management-software), and compliance-ready messaging aligned with [Meta’s rules](https://respond.io/blog/facebook-message-tag) — all without writing a line of code. It’s a strong fit if you need to coordinate across channels from a single workflow and want AI that qualifies, routes, and hands off with full context. If you only need a basic FAQ bot with no team inbox or integrations, a lightweight chatbot builder is a better starting point. [Start your free trial](https://app.respond.io/user/register?lang=en&_gl=1*dx1nby*_gcl_au*MTY2OTI4NDQ0NS4xNzY0NzAxMzAy) and go live in hours. ### Conclusion If your mid-market B2C team is handling 500+ inbound WhatsApp conversations per day, or running campaigns that spike volume faster than your team can manage, act now. Start by reviewing your top 20 inbound questions, upload your knowledge sources to respond.io, and define 3 escalation triggers (billing, complaints, sensitive topics). Monitor resolution rate and handoff rate for the first two weeks and iterate. If your conversation volume is still manageable manually — under 200/day — or you don’t yet have structured FAQs or documented policies, wait. Deploy once your knowledge base is clean. The AI is only as good as what you feed it. Rule respond.io out if your primary use case is cold outreach, you only need a simple FAQ bot without routing or CRM integration, or you’re a very small team testing WhatsApp for the first time. A lightweight chatbot builder is a better starting point in those cases. ### FAQs about WhatsApp AI agents ### Further reading If you found this blog helpful, be sure to also read: - AI Sales Agent Tips to Enhance CX and Convert Faster - Conversational AI for Sales: Close Deals in the AI Era - Conversational AI Platform: Securing Success with AI Chat ## [WhatsApp AI Voice Agents in 2026: Real Use Cases and How They Actually Work](https:/respond.io/blog/whatsapp-ai-voice-agent) Respond.io helps businesses handle WhatsApp calls at scale with Voice AI Agents that answer instantly, reduce queues and hand over to humans with full context. Read on to learn more. For years, WhatsApp was treated as a text-first channel. Message in. Message out. Job done. That assumption no longer holds in 2026. Customers can now [call businesses on WhatsApp](https://respond.io/blog/whatsapp-business-calling-api) and vice versa because calls are simply more personal, immediate and familiar. But those calls still need answering. When calls go unanswered, customers lose trust. When they are queued, customers lose patience. Staffing phones around the clock is expensive. That tension is what’s pushing more teams to look seriously at voice automation that can reliably handle conversations. That is where WhatsApp AI Voice Agents come in. If this resonates with you, read on as we’ll explain how they work, where they make sense and what to look for if you plan to use them in 2026. ### What is a WhatsApp AI Voice Agent? WhatsApp AI Voice Agents helps businesses handle voice calls that come in through WhatsApp. When a customer taps the call button, the call runs through the WhatsApp Business Platform instead of a traditional phone line. From the caller’s side, it feels like calling a business contact. From the business side, it’s a system that can be shaped and controlled. ![GIF%20representing%20respond.io%27s%20voice%20AI%20agent%20feature](https://images.ctfassets.net/ph8r57dk1q9w/2yHarsKl3yrNfCxcSHCn8H/390e87e8cc900041fe5152998ca42b56/VOICE_AI_AGENT_GIF.gif) On the call, the AI Agent listens, transcribes and responds using information the business has approved. It can answer common questions, ask for clarification, collect details and move the call to the right place. When things get messy or nuanced, the call can be passed to a human with the transcript and context already there. That’s what separates it from old-school voice automation. Those systems rely on rigid paths. Voice AI Agents work through conversation. They keep track of what’s been said, understand intent across multiple turns and help the call move forward instead of boxing the caller in. ### Why WhatsApp AI Voice Agents Matter in 2026 Customers are already calling businesses on WhatsApp. The challenge now is handling that volume without longer queues, missed calls, or burned-out teams. ![Image%20depicting%20Why%20WhatsApp%20Voice%20AI%20Agents%20matter%3A%20customer%20preference%2C%20instant%20answers%20and%20always-on%2C%20key%20features%20respond.io%20provides.](https://images.ctfassets.net/ph8r57dk1q9w/5d52Zc87fERVlSzXaGNIz7/41a0fdeab51c9c962389431883abd336/Practical_Guide___WhatsApp_Voice_AI_Agent_-_Image_1.png) #### 1\. Customers would rather call on WhatsApp For many customers, WhatsApp is already the default place to talk to businesses. Calling from the same app feels easier and more trustworthy than dialing a separate number. There’s no switching context, no wondering if they’ve reached the right line and no repeating their story across channels. As calling becomes a normal part of WhatsApp, businesses that treat it as an edge case start falling behind. #### 2\. Wait times and missed calls cost more than you think Voice support breaks down quickly under pressure. Peaks lead to queues. Queues lead to dropped calls. Dropped calls turn into lost revenue or unresolved issues that come back louder later. Voice AI picks up instantly. It absorbs routine calls, soothes frustrations and reduces the number of conversations that never get answered in the first place. #### 3\. Always-on service matters outside office hours Customers don’t stop calling when teams log off. They just stop getting answers. An AI voice agent keeps service running during nights, weekends and holidays. Even when a call needs human follow-up, capturing the issue and setting expectations improves satisfaction far more than silence ever does. ![Image%20further%20depicting%20more%20reasons%20why%20respond.io%27s%20WhatsApp%20Voice%20AI%20Agents%20matter%3A%20minimal%20disruptions%2C%20faster%20resolution%20times%20and%20scaling.%20](https://images.ctfassets.net/ph8r57dk1q9w/4glu1Pc46HyjGB2mTzTuzL/77a65f5fc5aee125c3326a2cba9a3d35/Practical_Guide___WhatsApp_Voice_AI_Agent_-_Image_2.png) #### 4\. Sales and support teams need fewer interruptions Not every call deserves a human from the first second. Many are repetitive, incomplete, or early-stage. Voice AI handles the upfront work. It answers common questions, gathers missing details and filters noise so sales and support teams spend their time on conversations that actually need them. #### 5\. Qualification and resolutions happen faster Speed matters, especially for inbound sales calls and urgent support issues. A WhatsApp AI Voice Agent can qualify callers, identify intent and route conversations to the right place before a human steps in. High-priority calls reach the right team faster. Everything else is handled without clogging the system. #### 6\. Service quality needs to hold up as volume grows Scaling voice support with people alone rarely ends well. Costs rise, consistency drops and training never quite keeps up. Voice AI provides a stable first layer. It applies the same rules, knowledge and logic to every call, which helps businesses maintain service quality even as call volume increases. ### How WhatsApp AI Voice Agents work From the outside, a WhatsApp voice call feels ordinary. The customer taps a button and starts talking. What makes it different is how the call is handled once it reaches the business. But here’s what happens on a deeper level, step by step: 1. The customer places a call on WhatsApp: The call starts inside the WhatsApp app, not through a traditional phone system. Customers don’t dial numbers or switch channels. They call in the same place where they already messaged. 2. The call is picked up by an AI voice system: The call is routed through the WhatsApp Business Platform and handled by an AI voice system connected via WhatsApp Business APIs. 3. Speech is transcribed and understood in real time: As the caller speaks, their voice is transcribed and analyzed for intent. The system interprets what the caller wants instead of waiting for specific keywords. 4. Responses come from approved business knowledge: The AI responds using information the business has approved, such as FAQs, product details, or policies. This keeps answers accurate and predictable. 5. The agent asks follow-up questions and takes action: The conversation can move forward through clarification, qualification, data capture, or routing, depending on what the caller needs. 6. The call transfers to a human when it matters: If the situation requires human judgment, the call is handed over with the transcript and context intact. On platforms like respond.io, this context stays linked to the customer’s broader conversation history. ### Key features to look for in a WhatsApp AI Voice Agent Not all WhatsApp Voice AI platforms are built the same. The features below are what separate systems that look good in demos from ones that hold up once real customers start calling: ![Image%20depicting%20some%20of%20the%20most%20essential%20features%20all%20WhatsApp%20voice%20AI%20agents%20such%20as%20respond.io%20require%3A%20the%20ability%20to%20understand%20speech%2C%20provide%20accurate%20answers%2C%20remember%20chat%20context%20and%20business%20context%20along%20with%20the%20ability%20to%20escalate%20to%20human%20agents%20and%20the%20right%20team%20if%20needed.](https://images.ctfassets.net/ph8r57dk1q9w/6UMT2Tp2a1KNlgGnBUy4ma/0dd232e2717e52d3d68fbf61fe9e5f35/Practical_Guide___WhatsApp_Voice_AI_Agent_-_Image_3.png) - Natural-language understanding across accents: WhatsApp is global, and if the system struggles with different accents or speaking styles, calls fall apart quickly. - Knowledge-grounded replies: The agent should respond only using business-approved documents so answers stay accurate, consistent and safe at scale. - Multi-turn conversation handling: Real calls unfold over time, so the agent must remember what was said earlier instead of resetting the conversation every turn. - Smart escalation to human agents: The system needs to recognize complexity or uncertainty and hand over smoothly without losing context. ![Image%20depicting%20some%20key%20features%20all%20WhatsApp%20voice%20AI%20agents%20need%2C%20such%20as%20what%20respond.io%20provides%2C%20including%20CRM%20integrations%2C%20deep%20reporting%20and%20anayltics%20along%20with%20security%20and%20reliability.%20](https://images.ctfassets.net/ph8r57dk1q9w/6ngq3t28b6SuwZytobZPOs/4f7bf5fa4f247fd6975a1ec0672447a8/Practical_Guide___WhatsApp_Voice_AI_Agent_-_Image_4.png) - CRM and shared inbox integration: Voice calls should live alongside chats and history so teams can see the full customer story in one place. - Call and AI performance analytics: Visibility into call volume, outcomes and escalation patterns is essential for improving both service quality and AI behavior. - Security and compliance: Especially on the WhatsApp Business Platform, policy compliance and data protection are mandatory, not optional. ### Common Use Cases for WhatsApp AI Voice Agents Businesses using WhatsApp and AI voice [Agents](https://respond.io/ai-agents) have already seen real results. Let’s now take a look at some of the more popular use cases: #### Customer support Customer support calls are rarely unique. Most revolve around known questions, common issues and basic next steps. Voice AI helps absorb this first layer so humans can focus on cases that need judgment. ##### Answering FAQs and troubleshooting via voice Customers often call to clarify requirements, check status, or fix simple problems. AI voice agents can answer these questions immediately using approved knowledge, reducing the need for customers to wait or repeat themselves. ##### Reducing call queues during peak hours When call volume spikes, queues form quickly. AI voice gents can answer routine calls as they come in, preventing long wait times during busy periods. ##### Handling routine issues before escalating to humans When a call does need a human, the agent can first collect details and context. This means escalations arrive better prepared instead of starting from zero. ![Image%20depicting%20Only%20Tourism%27s%20success%20using%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2KhVUCH8q4BnqPxwG6FG9V/6be85155dcb9e44552db24aad886e011/Only_Tourism.avif)> *Real example:* [*Only Tourism*](https://respond.io/customers/only-tourism-automates-80-percent-visa-inquiries-with-ai-agents) *uses AI agents on WhatsApp chat to automate 80% of visa-related inquiries, provide 24/7 coverage and handle 6× more monthly leads. These are the same repetitive support flows that voice AI is designed to handle on calls.* #### Sales & lead qualification Sales calls succeed when they move quickly and reach the right person. Voice AI helps filter noise early so sales teams spend time on buyers who are ready to act. ##### Qualifying inbound leads via voice An AI Voice Agent can ask basic qualifying questions at the start of a call, such as intent, product interest, or urgency, before involving a salesperson. ##### Collecting requirements before agent handover Details like preferences, budget range, or use case can be captured during the call, so sales agents join with context instead of probing from scratch. ##### Routing high-intent callers to the right team Once intent is clear, high-value callers can be routed directly to the appropriate sales team, while early-stage inquiries are handled without tying up sales reps. ![Image%20depicting%20iMotorbike%27s%20huge%20success%20using%20respond.io%20as%20their%20conversation%20management%20platform.](https://images.ctfassets.net/ph8r57dk1q9w/3vkOMvejU66NhghYGsxMXU/e851bc1fa6d8efa8fdc2f41761885c23/iMotobike_-_cover.avif)> *Real example:* [*iMotorbike*](https://respond.io/customers/imotorbike-handles-2x-more-leads-with-ai-agents-on-respond-io) *uses AI agents on* [*respond.io*](http://respond.io) *to manage high volumes of inbound inquiries on WhatsApp and other messaging channels. With AI handling 70–80% of conversations, the business responds 67% faster and manages 2× more leads daily, while routing only sales-ready buyers to human agents.* #### Appointment scheduling & operations A large share of operational calls follow the same pattern. Book this. Move that. Confirm the details. Check a status. These calls need to be handled quickly, but they rarely need deep judgment. ##### Booking, rescheduling, or confirming appointments WhatsApp AI Voice Agents can capture dates, times and preferences during a call and confirm the next step immediately, without waiting for manual follow-up. ##### Capturing details for service requests Names, addresses, order numbers, or service requirements can be collected conversationally and logged automatically during the call ##### Providing order or delivery updates Customers often call to check order or delivery status. WhatsApp AI Voice Agents can answer these questions instantly using connected systems or approved information. ![Image%20depicting%20Diskat%27s%20success%20using%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/5b3BcHiYT6XOBkIcqIWRPO/9ec73fba43b4857ebdd57b692ae6525e/Diskat_-_cover.avif)> *Real example:* [*Diskat*](https://respond.io/customers/diskat-maintains-80-percent-conversion-rate-with-ai-agents) *runs high-volume sales and order handling over WhatsApp using AI agents on* [*respond.io*](http://respond.io/)*. AI agents now manage 90% of sales conversations, helping the business achieve an 81.4% conversion rate, while human agents step in only for logistics or tracking support.* ### How to set up WhatsApp AI Voice Agents with [respond.io](http://respond.io) Setting up a WhatsApp AI Voice Agentson respond.io is designed to be quick and controlled. Using ready-made templates and approved knowledge sources, teams can start handling WhatsApp calls with AI while keeping human handover and oversight firmly in place. #### Step 1: Create an AI Agent ![Image%20depicting%20a%20screenshot%20of%20how%20to%20create%20a%20WhatsApp%20AI%20voice%20Agent%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/2GMH1LZXC7QT3f1ZdWDucF/0312ff9375b557f55b8fb0e1531b32cf/inbox_step.jpeg) Go to the **Inbox** and create a new AI Agent. > Note that handling WhatsApp voice calls with AI Agents is available on **Advanced plans and above.** #### Step 2: Select an agent template ![Image%20depicting%20the%20option%20to%20select%20a%20template%20for%20a%20WhatsApp%20voice%20AI%20Agent](https://images.ctfassets.net/ph8r57dk1q9w/4Ak26uLo66avwI7pF3A3zc/f74837c9e21c247e896a23477bc71fc6/template_step.jpeg) Choose a template based on how you want WhatsApp calls handled: - Receptionist – greets callers, identifies intent and routes follow-ups - Sales Agent – qualifies inbound interest and captures lead details - Support Agent – answers FAQs and handles common issues Templates come pre-filled with instructions and actions, which you can edit later. Alternatively you can create one from scratch based on your unique use case. #### Step 3: Review instructions and actions ![Image%20depicting%20how%20to%20review%20an%20AI%20agent%20once%20the%20template%20is%20chosen.%20](https://images.ctfassets.net/ph8r57dk1q9w/2yhzHz2mxaI7UnR6oRnWU8/6d1c12f67e6eabd1d05373c810d2fc3c/review_step.jpeg) Each template includes predefined: - Instructions (role, tone and boundaries) - Actions (assign to team, update fields or lifecycle, close conversation) Keep instructions short and specific. Voice interactions work best when the AI’s role is clearly limited to what it can and cannot do. #### Step 4: Add AI knowledge sources (recommended) ![Image%20depicting%20how%20to%20add%20knowledge%20sources%20for%20AI%20agents](https://images.ctfassets.net/ph8r57dk1q9w/4WmpJ9N9dq5UJyo9rIH87W/fd8f38636a87067e87bf6a3d3abcb556/knowledge_step.jpeg) Upload or link approved sources such as: - FAQs and help articles - Product or service documentation - Policies, pricing, or SLAs During a call, the AI Agent will only respond using these sources, keeping answers accurate and predictable. #### Step 5: Enable call handling ![Image%20depicting%20how%20to%20enable%20the%20handle%20call%20feature%20for%20respond.io%27s%20AI%20Voice%20agents](https://images.ctfassets.net/ph8r57dk1q9w/1ign77THyk3XJr5Vy8nD0e/76bc89bc402f757287ab906be5902755/Enable_Handle_Calls.png) Turn on the **Handle Calls** action in the AI Agent configuration. When enabled, the AI Agent will automatically answer **inbound WhatsApp calls** assigned to it. During the call, the agent: - Greets the caller - Responds conversationally to questions - Ends the call politely once complete Calls are capped at **3 minutes**, and the AI handles the conversation end-to-end once it answers. #### Step 6: Configure voice, language and greeting ![Image%20depicting%20how%20to%20set%20more%20specific%20settings%20to%20your%20Voice%20AI%20Agent%20on%20respond.io.](https://images.ctfassets.net/ph8r57dk1q9w/5TTa1XIpyV3le1ZzZdSfPx/cec4c5cbd845343bf5658b34bbca70c1/Screenshot_2026-01-02_at_3.31.53â__PM.png) Choose an AI Agent voice and set a first greeting. - Respond.io's AI Voice Agents support 32 languages. - The agent defaults to English but can automatically detect and switch to a supported spoken language during the call - All voices are multilingual, with certain accents and pronunciations optimized per voice You can also include **consent language** in the greeting if calls are recorded. That said, note that if left empty, a default greeting is used. #### Step 7: Test before publishing ![Image%20depicting%20respond.io%27s%20test%20AI%20agent%20feature.](https://images.ctfassets.net/ph8r57dk1q9w/1om2L1h4gxYc7P0nZQRmoQ/6b5e31b87037e474076e1ef8ff8bb054/test_ai.jpeg) Use **Test AI Agent** and the phone icon to simulate calls. Testing lets you: - Hear the selected voice and greeting - Validate instructions and responses - Confirm actions trigger correctly after the call Testing does not affect real customers. #### Step 8: Publish and start using the agent ![Image%20depicting%20the%20publishing%20of%20respond.io%27s%20AI%20agent](https://images.ctfassets.net/ph8r57dk1q9w/54u3RphSMZXXdIXW0cwSnF/f2cd18f33421d2752d3c818a9837453a/Publish_ai_agent.jpeg) Click **Publish** to make your WhatsApp AI Voice Agents go live. The agent can then handle calls: - Automatically, if set as a default assignee or via workflows - Manually, when a teammate assigns a conversation to the agent Once a c**all is answered, human takeover during the call is not supported. A huma**n can step in only after the call ends. ### Why respond.io provides the best WhatsApp AI Voice Agent WhatsApp voice doesn’t work well when it’s treated as a separate system. Calls don’t happen in isolation. They sit in the middle of ongoing conversations, follow-ups and handovers. If voice lives in a different tool, context gets lost and teams end up stitching things together manually. [Respond.io](http://respond.io/) keeps voice and messaging in the same place. [AI agents](https://respond.io/blog/how-respondio-ai-agents-work), chat, calls, automation and customer history all run in one inbox, so conversations stay intact as they move between text and voice. Teams stay in control of what the AI handles, when a human steps in and how everything flows across time zones and teams. - Omnichannel AI agents that handle real customer requests such as checking order status, sharing booking links, or updating details across chat and voice from the same inbox. - Outbound campaigns that reach customers on WhatsApp and other popular channels without switching tools or breaking conversation history. - VoIP and WhatsApp API calling support so teams can move from chat to voice seamlessly, with context and transcripts carried through. - Lifecycle tracking that automatically qualifies prospects, triggers follow-ups and prioritizes the right conversations for human agents. - Clear reporting and analytics that show resolution rates, response times, team performance and conversion events synced via Meta’s Conversions API (CAPI), without digging through fragmented dashboards. - 99.999% always-on reliability so messages, calls and automated tasks are handled promptly, regardless of time zone or volume spikes. What this changes in practice is how work actually feels day to day. Calls pick up where chats leave off. Follow-ups happen with the full picture already in place. Agents spend their time resolving issues instead of reconstructing them. When voice lives inside the same system as messaging, automation and customer history, teams can scale without adding friction, confusion, or extra tools to manage. So why not try [respond.io](http://respond.io) today to experience all this for yourself? ### FAQs about WhatsApp AI Voice Agents ### Further Reading If you enjoyed our article, be sure to check out the following: - Best AI Agents for Customer Support in 2026: Pros, Cons & Pricing - VoIP CRM Integration: A Guide to Full-Context Conversations - WhatsApp Chatbot for Healthcare: 7 Use Cases & How to Build One ## [WhatsApp API for Beauty Industry: 8 Use Cases & How to Get Started](https:/respond.io/blog/whatsapp-api-for-beauty-industry) The 8 use cases for WhatsApp API in the beauty industry are FAQs, ads, product recommendations, calling, bookings, reminders, surveys and promotions In the beauty industry, success depends on relationships. From booking appointments to nurturing loyal clients, speed and personalization matter. But managing customer communication across ads, inquiries and follow-ups can be chaotic, especially when handled manually or across multiple devices. Most beauty businesses and salons start with the WhatsApp Business app since it enables Meta ads and basic automation like greeting and away messages. However, as volumes of messages grow, it’s often too much for associates and consultants to manage. That’s where the [WhatsApp API](https://respond.io/blog/whatsapp-business-api) comes in. It helps beauty businesses manage conversations at scale, automate responses and build stronger relationships that drive appointment bookings, product sales and repeat visits. ### Benefits of WhatsApp API for beauty businesses Beauty products and services face stiff competition, and what stands out to customers are quality services and a positive experience. [McKinsey’s Beauty Executive Survey 2025](https://www.mckinsey.com/industries/consumer-packaged-goods/our-insights/state-of-beauty) found that 75% of beauty executives believe sales success comes from perceived quality and value, not price. An [outstanding customer experience, from first contact to purchase](https://respond.io/blog/whatsapp-customer-experience-engagement), makes all the difference. WhatsApp API enables businesses to provide prompt service with a personal touch at scale, from optimized ads that increase engagement to AI Agents that reply instantly, leave internal comments for context, and assign conversations to human consultants when needed. #### Manage and optimize ads With the WhatsApp Business App, businesses can run [click to chat ads](https://respond.io/blog/click-to-chat-ads) on Facebook or Instagram so potential clients can message your salon or spa on WhatsApp instantly instead of filling out forms or visiting websites. But without optimization, ads may bring in spam or low quality leads, which wastes your team’s time. While your team is struggling to answer spam, real customers are kept waiting. With WhatsApp API, you can optimize ads with Meta’s conversion API (CAPI), plus get more advanced analytics through a [WhatsApp BSP like respond.io](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider). With more high quality leads coming in, you can then manage them with automation. ![Icons%20showing%20benefits%20of%20WhatsApp%20for%20the%20beauty%20industry%3A%20ad%20optimization%2C%20automation%20and%20AI%2C%20broadcasts%20for%20retention](https://images.ctfassets.net/ph8r57dk1q9w/48bIRW2odMKQZypQZ4xvuG/e68cb9249ac44658e270b78a9a202157/Practical_Guide___WhatsApp_Beauty_-_Image_1.png) #### Automation and AI for instant replies Clients expect instant answers about services, prices, and availability; if they don’t get them, they’ll go to a competitor. [WhatsApp API chatbots powered by AI](https://respond.io/blog/best-whatsapp-chatbots) can handle these FAQs 24/7, helping you respond instantly even during off hours. The best WhatsApp API providers enable AI to answer WhatsApp calls or understand voice recordings. Agents can also manually transcribe inbound audio messages to read customer requests without listening repeatedly. Automation and AI can handle all common inquiries and qualify leads so your consultants can focus on customers who are ready to purchase or book a treatment session. With a good AI agent, conversations can be handed off seamlessly to human consultants when needed. #### Follow up for repeat business Retention is everything in the beauty industry. With WhatsApp API, you can automate follow-ups, send loyalty offers and collect feedback after appointments, keeping your brand top of mind and your calendar full. This is a great way to use [WhatsApp broadcasts](https://respond.io/blog/whatsapp-broadcast), which can only be sent to existing contacts who have [opted in](https://respond.io/blog/whatsapp-opt-in) to hear from you. ### 8 ways to use WhatsApp API for the beauty industry WhatsApp API supports every stage of the client journey at scale, from discovery and booking to after-care and re-engagement. It’s important to note that WhatsApp API’s capabilities will vary depending on the [WhatsApp BSP you choose](https://respond.io/blog/best-whatsapp-business-solution-provider). Here’s how top beauty businesses are putting it to work with WhatsApp API solutions like respond.io. #### 1\. Answer frequently asked questions Customers often ask the same questions — services, pricing, location, service hours, cancellation policies. Instead of replying manually to each one, beauty businesses can automate FAQs with WhatsApp API. Simple WhatsApp API automation would involve a menu of questions and a set of fixed answers like this: - “What’s your facial menu?” → Sends a carousel of facial packages. - “Do you have vegan products?” → Replies with product details. - “Where are you located?” → Shares your location pin automatically. To take it further, a WhatsApp API platform with [AI agents like respond.io can easily answer questions](https://respond.io/help/ai-agents/getting-started-with-ai-agents#support-agent-template) based on its knowledge of your business. Unlike an FAQ menu, AI allows flexibility for answering specific questions. Here are some examples: - “What services do you offer for dry skin?” → Replies with services and asks further questions to make better recommendations. - “Are you open on Christmas?” → Replies with specific information about public holiday hours - “Do you offer packages for multiple services?” → Asks further questions about the services the customer is interested in and provides a list of packages or offers to connect the customer to a consultant for customized packages The result? Faster responses, less staff workload, and happier customers. #### 2\. Find out which click to chat ads bring you results Click-to-WhatsApp ads on Facebook and Instagram let potential clients start a chat directly from your post or story, but it can be challenging to know which ads are working and which aren’t. [Meta’s conversion API (CAPI)](https://respond.io/help/retain-customers/how-to-improve-lead-targeting-and-automatically-send-purchase-events-to-meta-when-a-customer-makes-a-payment) with a WhatsApp API provider like respond.io enables businesses to get clear insights so you can tell whether your customers want another how-to video or a before and after post. Here’s how it works: through respond.io, you can send events like a new lead created or a purchase completed directly to Meta. It benefits your business by giving: - Better attribution: Understand which ads truly drive revenue. - Smarter optimization: Meta uses these signals to prioritize the ads most likely to convert. ![Screenshot%20showing%20how%20to%20set%20up%20Meta%20Conversion%20API%20%28CAPI%29%20on%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/4L4sXVI2hDI6sB9e0oW33u/8f0b9a93792c5050c7e9e540841679a6/Screenshot_2025-11-04_at_5.42.52â__PM.png) With respond.io and CAPI, you’re not just tracking results, you’re feeding data back to Meta to make your ads perform better. #### 3\. Make product recommendations Personalized product advice drives loyalty and sales, and WhatsApp is the perfect channel for it. The problem is that beauty associates are often busy giving recommendations or treatment to customers in the salon or clinic and don’t have time for in-depth online conversations. Again, this is where AI agents come in. For example, respond.io’s AI agent can understand photos and PDFs so they can make accurate recommendations and ask the customer for more information to clarify. Here’s a sample conversation using respond.io’s AI Sales Agent template: ![Screenshot%20showing%20a%20WhatsApp%20conversation%20with%20an%20AI%20sales%20agent](https://images.ctfassets.net/ph8r57dk1q9w/248EofvwZjRJT1QtDiCTzO/38248bbb804b54b2405cf7e95f592746/Practical_Guide___WhatsApp_Beauty_-_Image_2.png) The customer gets personalized advice, just as they would from a human consultant. If the AI agent is unsure of the details, it can offer to pass the conversation to a human. #### 4\. Give customers the option to call if needed For consultations on beauty treatments, some customers prefer to call. Some businesses were reluctant to switch from WhatsApp Business App to WhatsApp API because in the past, that meant losing the ability to make WhatsApp calls. But now, with [WhatsApp Calling API](https://respond.io/blog/whatsapp-voice-call), you can still receive calls and make calls to customers who have opted in. ![image%20of%20four%20phone%20screens%20showing%20how%20a%20business%20would%20receive%20a%20call%20from%20a%20customer%20via%20WhatsApp%20Calling%20API](https://images.ctfassets.net/ph8r57dk1q9w/4tDga5mA5WuVYtqrycmUxD/2e6fe1ae8e7c5756dcf599faa32adad7/WhatsApp_Calling_Announcement_-_Image_1.jpg) #### 5\. Automate bookings and appointments Scheduling is one of the biggest pain points for salons and clinics. Clients want convenience; staff want fewer calls. With WhatsApp API, booking becomes frictionless. ![icons%20showing%20the%20benefits%20of%20booking%20appointments%20via%20WhatsApp%3A%20ease%20of%20customer%20access%2C%20better%20customer%20experience%2C%20improve%20efficiency](https://images.ctfassets.net/ph8r57dk1q9w/3fn4aaDI5qLlNlGrgCVvWG/3ffd5255edaf80453d6b8e92f713fbf8/Practical_Guide___WhatsApp_Beauty_-_Image_3.png) You can: - Connect WhatsApp to scheduling tools like Cal.com to view meeting history and share booking links directly in conversations - Allow clients to select time slots directly via chatbot or AI agent - Send automatic confirmations and updates For example, a hair salon can use automation to confirm bookings instantly and trigger a calendar invite. The client can reschedule or cancel simply by replying “Change” or “Cancel,” reducing no-shows and admin time. #### 6\. Send appointment reminders Missed appointments cost beauty businesses time and money. WhatsApp reminders have [higher open rates](https://business.whatsapp.com/blog/use-whatsapp-business-goals) than email or SMS, making them the ideal channel for reducing no-shows. With WhatsApp API, reminders can be sent automatically: - 24 hours before the appointment - 2 hours before the appointment - Immediately after, with a thank-you message or feedback form For example, a lash studio could send: > “Hi Emily! You have a lash refill with Mia tomorrow at 3 PM. Please reply Confirm or Reschedule. 💕” This proactive communication keeps schedules full and clients informed. #### 7\. Follow up with CSAT surveys Feedback is vital in service-based industries. With WhatsApp API, you can automate short [Customer Satisfaction (CSAT)](https://respond.io/blog/csat-customer-satisfaction-score) or Net Promoter Score (NPS) surveys right after each visit. Example: > “Hi Sofia, how was your facial today? Please rate your experience from 1–5.” Responses can be tracked in your CRM and used to improve staff performance or trigger recovery workflows when clients leave low ratings. Unlike email surveys, WhatsApp feedback feels personal and immediate, resulting in higher response rates and actionable insights. #### 8\. Send personalized promotions Promotions are most effective when they’re relevant. Using customer data and WhatsApp API segmentation, you can send targeted offers that feel personal, not spammy. For example: - Send birthday discounts automatically. - Promote skincare bundles to clients who previously purchased facial products. - Offer seasonal deals to inactive customers. Since Meta requires message templates for outbound promotions, [respond.io helps you create and submit pre-approved templates easily](https://respond.io/blog/whatsapp-template-message#toc-5), so you can send compliant campaigns at scale. ### 3 WhatsApp API success stories from beauty businesses Want to see real results from these use cases being applied by businesses today? Here’s how three beauty brands have seen measurable success with respond.io and WhatsApp API integration. #### H&H Skincare increases sales 160% in 6 months [H&H Skincare](https://respond.io/customers/how-hh-skincare-boosted-its-customer-loyalty-to-60-percent) is an Indonesian retailer selling high-quality skincare products in outlets around the country. The business faced challenges managing high message volumes from consultations and click to chat ads. Since connecting WhatsApp API to respond.io, H&H Skincare experienced significant improvements in customer engagement and loyalty. It sees 60% of monthly messages from returning customers and a 300% increase in daily new contacts. ![decorative%20image%20of%20skincare%20products%20like%20those%20sold%20by%20H%26H%2C%20a%20beauty%20business%20that%20had%20success%20with%20WhatsApp%20API](https://images.ctfassets.net/ph8r57dk1q9w/5kY8shZJ2YZu8vqbYUYCnS/92bd38071406281f5f114324271e3c65/66cc2ce1ae967dfb11110a10_Case_20Studies_20-_20H_26H_20Skincare_20Image_2001.jpg) H&H Skincare also recognizes the importance of ensuring timely responses to incoming messages. The brand cut down its average first response time from 8 hours to 2.8 hours in a matter of months by implementing automation. Because 75% of H&H Skincare’s sales occur online and most of its customers communicate with them over WhatsApp, the company saw a 160% increase in sales in 6 months! #### EMAX Beauté gets 18x more appointments via chat [EMAX Beauté](https://respond.io/customers/how-emax-boosts-appointment-bookings) is a leading provider of beauty, skincare, haircare and body wellness services in Kuala Lumpur. With its wide social media presence and heavy investment in ads, it needed a faster way to handle appointment requests. It integrated WhatsApp API via respond.io and within a few months, response times reduced by 75% thanks to automation and a more even workload distribution. ![Image%20of%20a%20woman%20peeling%20off%20a%20facial%20mask%20like%20those%20sold%20by%20beauty%20business%20Emax](https://images.ctfassets.net/ph8r57dk1q9w/7vHkrdqeTP4i2gIQu6oj7V/294a21c0a47c30566afd76032519479a/assets_2F11f7a662b80a4675973850b067c01fa5_2Faf9d857487424a7d9c2823debbd7d9bc.jpg) After implementing CAPI, the business reduced spam by 60%, so beauty consultants can focus on genuine conversations. The company has seen appointments booked via chat on respond.io increase by 18x. In-chat payment link capabilities also allow for seamless transactions where applicable, resulting in smoother operations and strong business results overall. #### Bella Piel reduces response time by 37% [Bella Piel](https://respond.io/customers/how-bella-piel-slashed-messaging-costs-by-95-percent), a leading skincare retailer in Colombia, was struggling with fragmented communication across multiple stores. It adopted WhatsApp API as a solution to centralize multiple branches and WhatsApp numbers, but initially the business chose a local API provider. The provider charged high markups and couldn’t meet Bella Piel’s needs. ![Image%20of%20woman%20applying%20beauty%20products%20to%20her%20skin%2C%20like%20those%20sold%20by%20Bella%20Piel%2C%20a%20business%20that%20won%20customer%20service%20awards%20for%20its%20use%20of%20WhatsApp%20API](https://images.ctfassets.net/ph8r57dk1q9w/1W0bhf1rKniHqchLKHgrOR/587d752ab85f397ef16dbd6d315d1da0/66cc2ce1ae967dfb11110291_CaseStudies-BellaPielImage03_394e8b2c66867360a5231ede3d6a3782_800.jpg) After switching to respond.io, the business reduced messaging costs by 95% since respond.io doesn’t charge markup fees. With WhatsApp API set up, Bella Piel centralized all client conversations and automated responses for common questions, reducing response time by 37%. Customers noticed the difference, and the brand received an award for the outstanding customer experience it provides. ### How to get started with WhatsApp API Are you ready to try WhatsApp API to start seeing the same result for your business? Getting started with WhatsApp API might sound technical, but it’s simpler than most beauty business owners expect, especially when you work with an official Meta partner like respond.io. Here’s how the process works. #### 1\. Verify your business with Meta To use WhatsApp API, your business must be [verified on Meta Business Manager](https://www.facebook.com/business/help/2058515294227817?id=180505742745347). This involves confirming your company’s name, address, website, and ownership. Once approved, you’ll gain access to WhatsApp Business tools and the ability to send message templates. #### 2\. Choose a WhatsApp API provider You’ll need a Business Solution Provider (BSP) like respond.io to connect your number to the API. The BSP manages setup, hosting, and compliance, ensuring your number is connected securely and remains in good standing with Meta. Respond.io also supports [multiple numbers and teams](https://respond.io/blog/whatsapp-business-multiple-users), making it perfect for beauty franchises or multi-location salons. #### 3\. Connect your WhatsApp API to a platform The API itself doesn’t have an interface; it must be connected to a platform like respond.io, where you can: - Manage all customer messages from one inbox - Automate workflows (bookings, reminders, surveys, etc.) - Assign conversations to the right agents or branches - Integrate with your CRM, booking, or e-commerce system From there, you’re ready to promote your WhatsApp number across ads, websites, and stores and start converting chats into loyal customers. ### Choose respond.io for WhatsApp API success in the beauty industry Beauty brands need more than a messaging tool; they need a platform that connects conversations, data, and automation. Respond.io turns WhatsApp API into a full-scale customer engagement engine that supports marketing, sales, and service. With respond.io, beauty businesses can: - Automate replies, bookings and reminders to save time and resources. - Implement AI Agents with specific roles like receptionist and sales - Integrate WhatsApp with booking systems, CRMs and e-commerce platforms. - Route messages to the right team or branch automatically. - Analyze ad and conversation data to measure ROI and performance. Respond.io is a Meta Business Partner, meaning your WhatsApp API setup is secure, verified, and optimized for long-term growth. Whether you run a salon chain, spa, or beauty retail brand, respond.io gives you the tools to scale efficiently while keeping every chat personal. ### Further reading Want to learn more about how you can use WhatsApp API to boost your business? Check out these other articles. - WhatsApp Lead Generation - How to Get WhatsApp API: A Complete Guide - WhatsApp Marketing in 5 Steps ## [WhatsApp API for the Automotive Industry: 4 Key Use Cases + Case Studies](https:/respond.io/blog/whatsapp-api-for-automotive-industry) Respond.io helps automotive businesses market and sell more by using WhatsApp API to automate updates, organize chats, and scale conversations. When you’re selling cars or parts, getting communication right is just as important as the product itself. Customers expect fast replies, clear updates, and a smooth experience. Every message matters. But many automotive businesses still rely on slow, disconnected tools like email and phone calls. Leads go cold before anyone follows up. Sales and service teams use different apps, and no one has a full view of the conversation. As your business grows, these problems get worse — leading to lost sales, unhappy customers and confusion across teams. Since WhatsApp is the world’s most popular messaging channel, businesses have made the transition to WhatsApp, where their customers are. But if you’ve been using the WhatsApp Business App, you’re probably encountering its limitations. Although it’s good enough for small businesses that are starting out, when you’re scaling, you’re going to need a lot more. Growing dealerships and parts retailers need more control and visibility. That’s where WhatsApp Business API comes in. It helps you: - Respond to leads instantly - Keep conversations organized across teams - Automate updates like service reminders or order confirmations - Connect WhatsApp to your CRM or Dealer Management System This guide walks through how automotive businesses are using WhatsApp API, with real examples, practical use cases and what you need to get started. ### Benefits of WhatsApp API for automotive businesses ![Benefits%20of%20WhatsApp%20API%20for%20Automotive%20Businesses%3B%20Reach%20Customers%20Easily%3B%20Higher%20Engagement%3B%20Respond%20Faster%3B%20Scalable%2C%20Human%20Conversations.](https://images.ctfassets.net/ph8r57dk1q9w/GhbG61HyNSwNCdvp2t4l3/07e051716fda978312e6cd38cc6c4afd/WhatsApp_API_for_automotive_industry_-_Image_1.png) Customers don’t just want good cars or the right parts, they want fast answers and a smooth experience from start to finish. Whether you’re running a dealership or selling vehicle parts, WhatsApp API helps your business deliver better service, faster replies, and more organized conversations. #### Meet customers where they start their journey - Most buyers begin their research online and many prefer messaging over phone calls - Customers research, compare and even schedule test drives through chat - With WhatsApp, you can start conversations as soon as they’re interested. Let them ask about pricing, availability, or product details — no forms or callbacks needed #### Get seen and get replies - WhatsApp messages get much higher open and response rates than emails or calls - Share product info, photos, videos, brochures and more — all in one conversation - Verified business profiles add trust for both car buyers and parts customers #### Keep time-sensitive conversations moving - Buyers often need quick answers about vehicles, pricing, service status, or part availability - WhatsApp enables fast, two-way messaging that feels natural and easy to use - Respond instantly, share updates as they happen and reduce delays that lead to lost sales - Messages are also asynchronous so customers can reply at their own pace without losing context #### Scale without losing the human touch - Make sure customers always speak to the right team: route messages by inquiry type or location - Use AI agents to answer FAQs or qualify leads, then hand off to a human when needed - Automate updates for new vehicles, parts, or repair status - Stay consistently in touch to reduce missed leads or no-shows - Keep all conversations organized, even as message volume grows ### WhatsApp API use cases for car dealerships and auto parts retailers ![WhatsApp%20API%20Use%20Cases%20for%20Automotive%20Businesses%3B%20Lead%20Gen%20%26%20Pre-Sales%3B%20Sales%20%26%20Conversion%3B%20Service%20%26%20After-Sales%3B%20Retention%20%26%20Loyalty](https://images.ctfassets.net/ph8r57dk1q9w/4ZTDMj5Wg7WzFo4zkaNvxk/38a2194f403577e5c5e3389c0c3afda7/WhatsApp_API_for_automotive_industry_-_Image_2.png) Here’s how car dealerships and parts retailers are using WhatsApp API to engage leads, close sales, provide updates and retain customers. #### Use case 1: Lead generation & pre-sales - Capture leads using click-to-WhatsApp ads on vehicle listings or landing pages - Add chat links or QR codes across your website, online marketplaces or in-store displays - Respond instantly to questions about vehicle models, pricing or part availability - Share brochures, inventory lists, or product catalogs, including compatibility charts for parts - Use AI agents to qualify leads based on car preferences, budget, or location, tag them by intent, and route them to the right team Meet customers at the moment they’re most interested, keep them engaged through convenient conversations and qualify leads faster with minimal manual effort. #### Use case 2: Sales & conversion - Send real-time stock confirmations and price quotes for vehicles or parts - Schedule and confirm test drives directly in chat - Conduct trade-in evaluations by collecting photos and vehicle details from buyers - Share financing plans, payment instructions and required documentation - Keep buyers informed with delivery timelines or pickup status updates - Guide customers through the full sales process By making the buying process faster, clearer, and more convenient, you reduce friction and increase conversion rates. #### Use case 3: Service & after-sales - Send automated reminders for service appointments, oil changes or part replacements - Provide real-time repair status updates, including photos or video walkthroughs - Confirm service bookings or parts installation requests via chat - Answer follow-up questions, installation issues or return requests - Notify customers when vehicles or parts are ready for pickup - Offer roadside assistance or emergency support directly through WhatsApp Proactively keep customers informed throughout the service journey and reduce inbound calls with timely, helpful updates. #### Use case 4: Retention & loyalty - Segment your audience by car model, service history, past purchases, or AI-applied intent tags - Send targeted promotions for services, trade-ins or seasonal accessories - Notify customers when frequently ordered parts are back in stock - Share exclusive previews of new vehicle models or product launches - Collect post-sale feedback or service reviews to improve future interactions - Promote referral programs, restock alerts or loyalty incentives via broadcast Staying top-of-mind with personalized, relevant messages encourages repeat business and gives customers a reason to re-engage, even after the sale. ### Success stories: Automotive industry + WhatsApp API Here’s how real-world dealerships and automotive businesses are using WhatsApp API with respond.io to simplify operations, speed up communication and drive results. ![Srikandi%20Group%2C%20an%20automotive%20company%20with%2047%20dealership%20locations%2C%20needed%20a%20better%20way%20to%20manage%20customer%20communication%20across%20teams%20and%20branches.%20Before%20WhatsApp%20API%2C%20chats%20were%20scattered%20across%20phones%20and%20individual%20agents.%0A%0AWith%20WhatsApp%20API%20connected%20to%20%5Brespond.io%5D%28http%3A//respond.io/%29%2C%20they%20centralized%20messaging%20in%20one%20platform%2C%20routed%20conversations%20to%20the%20right%20team%20and%20ensured%20full%20visibility%20at%20every%20step%20of%20the%20buyer%20journey.%20This%20helped%20them%20reduce%20delays%2C%20stay%20consistent%20across%20locations%20and%20accelerate%20revenue%20growth.%0A%0AThe%20result%3A%20Faster%20sales%20cycles%2C%20more%20organized%20communication%20and%20a%20better%20customer%20experience.](https://images.ctfassets.net/ph8r57dk1q9w/19GqQDZ7r3WPccesIQO0ks/329ed760340966f2e69085631d91fcc9/srikandi.jpg) [Srikandi Group](https://respond.io/customers/how-srikandi-streamlined-communication-for-47-branches-and-accelerated-revenue-growth), an authorized Mitsubishi Motors dealer in Indonesia with 47 dealership locations, needed a better way to manage customer communication across teams and branches. Before WhatsApp API, chats were scattered across phones and individual agents. With WhatsApp API connected to respond.io, they centralized messaging in one platform, routed conversations to the right team and ensured full visibility at every step of the buyer journey. This helped them reduce delays, stay consistent across locations and accelerate revenue growth. The result: Faster sales cycles, more organized communication and a better customer experience. ![Automax%2C%20a%20used%20car%20dealership%2C%20saw%20WhatsApp%20not%20just%20as%20a%20support%20tool%2C%20but%20a%20key%20driver%20of%20sales.%20They%20used%20WhatsApp%20API%20with%20respond.io%20to%20send%20broadcast%20messages%20like%20limited-time%20offers%20and%20stock%20updates%20to%20segmented%20customer%20lists.%0A%0AWith%20built-in%20reports%20and%20conversation%20tagging%2C%20they%20tracked%20which%20messages%20led%20to%20replies%2C%20visits%2C%20and%20sales.%20Broadcasts%20became%20a%20reliable%20way%20to%20drive%20engagement%2C%20generate%20leads%20and%20increase%20ROI.%0A%0AThe%20result%3A%20More%20sales%20opportunities%20from%20past%20leads%2C%20clearer%20visibility%20into%20what%20works%20and%20stronger%20returns%20on%20messaging.](https://images.ctfassets.net/ph8r57dk1q9w/6EvNNzoBY8PmTTTzR4nIHt/3ba4d203579987a517f1e1ac7a86ef0e/automax.jpg) [Automax](https://respond.io/customers/automax-boosts-roi-from-whatsapp-broadcasts), a luxury car dealership located in the United Arab Emirates, saw WhatsApp not just as a support tool, but a key driver of sales. They used WhatsApp API with respond.io to send broadcast messages like limited-time offers and stock updates to segmented customer lists. With built-in reports and conversation tagging, they tracked which messages led to replies, visits, and sales. Broadcasts became a reliable way to drive engagement, generate leads and increase ROI. The result: More sales opportunities from past leads, clearer visibility into what works and stronger returns on messaging. These are just two examples of how automotive businesses are using WhatsApp to reduce missed opportunities, speed up conversations and stay connected — across sales, service and loyalty. ### WhatsApp API for your automotive business through respond.io ![WhatsApp%20API%20+%20Respond.io%20for%20Automotive%20Businesses%3B%20Manage%20Conversations%20Across%20Multiple%20Channels%3B%20Automate%20with%20AI%20and%20Workflows%3B%20Integrate%20with%20CRM%20or%20DMS%3B%20Monitor%20Team%20Performance](https://images.ctfassets.net/ph8r57dk1q9w/2JC9c8CpD3nxzwHGryVjek/fc2672ec6cb6dcf5a73fe6fc0ed3dc84/WhatsApp_API_for_automotive_industry_-_Image_3.png) Before you start moving your automotive operations to WhatsApp API, there’s something you need to know: WhatsApp API doesn’t work on its own like WhatsApp Business App. It requires a conversation management platform to be usable. This is where respond.io comes in. In addition to handling your WhatsApp messages and calls, respond.io has many other features to improve the lives of car businesses. Here’s what you get using WhatsApp API with respond.io: #### Manage customer conversations across teams and channels - Centralize chats from WhatsApp, Instagram, Facebook, TikTok, and more — all in one shared inbox - Route inquiries automatically based on location, topic, or customer intent - Track and label customers based on their journey stage - Let multiple agents reply without losing context of the conversation #### Automate routine interactions with AI + workflows - AI agents that work alongside human agents to give customers the best chat experience - Use AI agents for FAQs, lead qualification, booking reminders, and order updates - Set up rules to trigger the right messages at the right time - Use AI Agents to trigger Workflows for more complex actions like integrations - Preserve conversation context with AI-generated internal comments for smoother handovers #### Integrate with your CRM or Dealer Management System - Sync messages, notes, and tags with tools you already use (CRMs, DMS, inventory or payment systems) - Personalize messages based on updates in stock, bookings, or customer profiles #### Support calling workflows - Let agents make and receive calls over WhatsApp or VoIP, all within respond.io - Combine messaging and calling for a smoother sales or service experience #### Monitor performance across teams and branches - Use built-in dashboards to track agent activity, customer satisfaction and response times - Tag conversations by team, campaign, or location for better reporting - Gain visibility at every level — whether you’re running one outlet or dozens #### Transparent, scalable pricing - No hidden fees or surprise usage charges — just transparent pricing that scales with your business - Built for growing teams that handle high messaging volume Whether you’re a used car dealership, a nationwide auto parts seller, or a multi-location service provider, respond.io gives you the tools to manage WhatsApp conversations without chaos. ### 6 best practices for automotive businesses using WhatsApp API ![Best%20Practices%20for%20Automotive%20Businesses%20Using%20WhatsApp%20API%3B%20Get%20Clear%20Opt-In%3B%20Use%20Templates%20Correctly%3B%20Personalize%20Messages](https://images.ctfassets.net/ph8r57dk1q9w/7qgM59Z0cYkutvlLjp7C9g/4b4860ab761626de45899dcb2e87e706/WhatsApp_API_for_automotive_industry_-_Image_4.png) Once you’ve set up WhatsApp API for your dealership or parts business, follow these best practices to get the most out of every conversation: #### 1\. Get clear opt-in Only message customers who have clearly agreed to hear from you. Use checkboxes on your website, QR codes in-store, or WhatsApp links with pre-filled opt-in text. This keeps you compliant with Meta’s policies and protects your business from restrictions or bans. #### 2\. Use approved message templates correctly WhatsApp requires pre-approved templates when sending the first message to a customer. These can be transactional (e.g. booking confirmations) or promotional (e.g. special offers). Always use the right type for the right purpose. Misuse can hurt your quality rating or get your account restricted. #### 3\. Personalize every message Include the customer’s name, vehicle model, service history, or purchase details when possible. Personalized messages feel more relevant and professional and they lead to better response rates. ![Best%20Practices%20for%20Automotive%20Businesses%20Using%20WhatsApp%20API%3B%20Keep%20It%20Short%20%26%20Timely%3B%20Automate%2C%20but%20Escalate%3B%20Tag%20%26%20Track%20Chats](https://images.ctfassets.net/ph8r57dk1q9w/7hkz7Hd5RtAeU4gxSy2mkM/643fc0be0e117272c5e9d4300794c33d/WhatsApp_API_for_automotive_industry_-_Image_5.png) #### 4\. Keep it short, helpful and timely Don’t overload customers with too much information at once. Confirm a booking, send a reminder, or share a file and then follow up if needed. Your customers are busy and short, well-timed updates are more likely to be read and replied to. #### 5\. Automate routine messages but know when to hand off Use automation for FAQs, lead qualification, or service reminders. But when a conversation becomes complex or high-value, smoothly hand it off to a human. A poor transition is one of the top reasons customers get frustrated. #### 6\. Tag and track conversations Label contacts or chats by topic (sales, service, parts), lead stage, or urgency. This helps your team stay organized, respond faster and measure performance across teams, branches, or campaigns. ### Why automotive businesses need WhatsApp API to scale customer communication Today’s car buyers and parts customers don’t wait for callbacks. They expect fast replies, clear updates, and real-time support across every stage of their journey. From lead generation to post-sale service, WhatsApp API helps automotive businesses manage conversations faster, more efficiently, and at scale. With respond.io, you can connect WhatsApp to your existing systems, assign messages across teams, automate routine tasks, and maintain full visibility, all in one place. - Faster replies across teams - Seamless messaging and calling workflows - Personalized, automated customer experiences - Full integration with your CRM or DMS Whether you’re a dealership, parts distributor, or service center — if your business relies on messaging, it’s time to upgrade how you manage it. [Start with respond.io](https://app.respond.io/user/register) and turn conversations into conversions. ### FAQs about WhatsApp API for the Automotive Industry ### Further reading If you found this blog useful, here are more posts to help you explore WhatsApp API in greater depth: - WhatsApp API Ultimate Guide: Features, Benefits & Pricing - WhatsApp vs WhatsApp Business for Sales and Marketing - Generate Leads and Boost Sales with WhatsApp Ads: A Practical Guide to WhatsApp Advertising ## [WhatsApp API for Travel Businesses](https:/respond.io/blog/whatsapp-api-for-travel-businesses) respond.io helps travel businesses scale marketing and sales with WhatsApp API by automating replies, bookings, and guest communication. ### How WhatsApp transforms travel communication When it comes to time-sensitive communication, particularly when a booking or payment is involved, travelers don’t like to wait. Every delay erodes trust and adds unnecessary stress. Over time, travel businesses have adapted to this fast-paced environment, initially using channels like email and SMS to keep travelers informed and help businesses stay connected at every stage of the journey. But as those channels became crowded with spam and unreliable delivery, customers stopped paying attention to them. That’s why both businesses and travelers have moved to WhatsApp: a faster and more reliable way to communicate in real-time. WhatsApp is the world’s most-used messaging app and it’s no surprise that travelers use it: it’s fast, flexible and familiar. WhatsApp messages are more likely to be seen and responded to than email or phone calls, and businesses can instantly gain credibility with verified business profiles — it’s no surprise that businesses have also moved to it. While many companies start with the free WhatsApp Business App, it isn’t built for scale. Travel brands handling hundreds of conversations simultaneously need WhatsApp Business API (also known as WhatsApp Business Platform), a more advanced version of the channel built for business messaging at scale. In this post, we’ll explore how travel companies are using WhatsApp API to improve operations and customer experience and how respond.io helps make it happen. ### 7 benefits of WhatsApp API for travel businesses Travelers today expect instant, personalized communication — especially when they’re booking tours, making payments, or adjusting plans on the go. Here’s how WhatsApp API helps tourism businesses meet those expectations at scale: #### Automate repetitive tasks Send booking confirmations, itinerary updates, and check-in reminders for city tours automatically. Automating routine updates reduces response time, allowing your team to focus on more complex interactions. #### Scale customer conversations efficiently Whether you’re a travel agency, tour operator, or hotel concierge, WhatsApp API helps you manage hundreds of conversations across multiple agents and locations without losing context or speed. Assign messages based on tour type, language, or destination and never lose track of a lead or guest request again. #### Streamline operations with integrations Connect WhatsApp to your booking platform, CRM, or payment system to automatically sync guest details, tour preferences and payment confirmations. This reduces manual work and improves data accuracy. ![Benefit%20of%20WhatsApp%20API%20for%20Travel%20Businesses%3A%20automate%20confirmations%20and%20reminders%2C%20enhance%20customer%20experience%2C%20build%20loyalty%20through%20trust%2C%20reach%20travelers%20worldwide](https://images.ctfassets.net/ph8r57dk1q9w/4FcqQnznr0fyJwg6YJX7HD/1594831dd86950a6aa6141a1700d27c5/Concept___WhatsApp_API_for_Travel_Businesses_-_Image_01.png) #### Drive revenue with personalization and upsells Use chat to suggest optional excursions, private tour upgrades, or last-minute activity add-ons based on a traveler’s preferences. For instance, offer a cooking class after a food tour or recommend a boat rental after a beach trip — all in a single, ongoing conversation. These tailored messages feel helpful, nonintrusive and can directly increase conversions. #### Enhance customer experience across the journey From answering pre-booking questions, such as visa requirements and weather conditions, to sending live updates during trips — like rescheduling due to rain — WhatsApp keeps your guests informed and supported at every step. You can even follow up post-tour with a thank-you message, exclusive return promos or collect customer feedback. #### Build loyalty through consistency and trust Having a verified WhatsApp business profile and reliable communications ensures guests know they’re speaking with a real, trusted company. Quick replies, proactive service, and helpful follow-ups leave a strong impression — increasing your chances of repeat bookings and word-of-mouth referrals. #### Reach travelers around the world Tourism is global, and so is WhatsApp. Support international guests in their native language using multilingual agents (human or AI). Whether your customer is in Madrid or Manila, you can offer a consistent, high-quality experience across time zones and borders while keeping everything organized in one platform. These benefits help travel businesses stay responsive, organized and efficient, while delivering the kind of service today’s travelers expect. Next, let’s examine how the WhatsApp API is utilized throughout the entire travel journey, from the initial click to the final thank-you. ### 14 WhatsApp API use cases in the travel industry ![WhatsApp%20API%20use%20cases%20in%20travel%20industry%3A%20pre-booking%2C%20booking%20%26%20confirmation%2C%20real-time%20support%2C%20build%20loyalty](https://images.ctfassets.net/ph8r57dk1q9w/2NsLRKxrTE37abflSi3kMJ/c169cff01a3b94b32e377bf65ed74721/Concept___WhatsApp_API_for_Travel_Businesses_-_Image_02.png) Whether you’re a tour operator, travel agent, hotel concierge, or activity provider, WhatsApp API helps you deliver a better customer experience from the first click to the final thank-you. Here’s how travel businesses are using it across the entire customer journey. #### Pre-booking: inspire & convert ![Capture%20leads%20via%20click-to-chat%20ads%20or%20website%20widgets%2C%20then%20respond%20instantly%20before%20they%20look%20elsewhere.%20Travelers%20often%20compare%20options%20across%20multiple%20sites%20%u2014%20being%20the%20first%20to%20reply%20via%20WhatsApp%20increases%20your%20chance%20of%20closing%20the%20booking.%20Answer%20questions%20about%20travel%20packages%2C%20itineraries%2C%20or%20availability.%20Provide%20real-time%20answers%20to%20common%20inquiries%2C%20such%20as%20destinations%2C%20pricing%2C%20and%20accommodation%20options.%20Share%20brochures%2C%20destination%20guides%2C%20and%20curated%20content.%20Send%20images%2C%20PDFs%2C%20or%20videos%20to%20showcase%20seasonal%20packages%20and%20help%20travelers%20make%20confident%20decisions.%20Send%20tailored%20quotes%20and%20itineraries.%20Personalize%20offers%20based%20on%20preferences%20like%20group%20size%2C%20trip%20duration%2C%20or%20activity%20type%20to%20boost%20conversions.](https://images.ctfassets.net/ph8r57dk1q9w/2vgHJigmk5Ud2yihb2jBPP/6e0a12a94768525c83ac27039231ee54/schuvar_ad.png) - Capture leads via click-to-chat ads or website widgets, then respond instantly before they look elsewhere. Travelers often compare options across multiple sites — being the first to reply via WhatsApp increases your chance of closing the booking. - Answer questions about travel packages, itineraries, or availability. Provide real-time answers to common inquiries, such as destinations, pricing, and accommodation options. - Share brochures, destination guides, and curated content. Send images, PDFs, or videos to showcase seasonal packages and help travelers make confident decisions. - Send tailored quotes and itineraries. Personalize offers based on preferences like group size, trip duration, or activity type to boost conversions. #### Booking & confirmation: fast and frictionless ![WhatsApp%20API%20for%20travel%20booking%3A%20Confirm%20bookings%20instantly.%20Avoid%20delays%20and%20prevent%20drop-off%20by%20sending%20real-time%20confirmations%20when%20travelers%20complete%20a%20booking.%20Deliver%20travel%20documents%2C%20such%20as%20e-tickets%20and%20hotel%20vouchers.%20Make%20essential%20documents%20easy%20to%20access%20and%20hard%20to%20lose%20%u2014%20no%20more%20searching%20through%20inboxes%20or%20spam%20folders.%20Offer%20optional%20upgrades.%20Follow%20up%20with%20relevant%20offers%20such%20as%20private%20transfers%2C%20extended%20stays%2C%20or%20travel%20insurance%20to%20drive%20upsells](https://images.ctfassets.net/ph8r57dk1q9w/sPAPXLDSsVRb6iHzPlug7/e83113f6c68a5d44102e371c52925f55/booking.png) - Confirm bookings instantly. Avoid delays and prevent drop-off by sending real-time confirmations when travelers complete a booking. - Deliver travel documents, such as e-tickets and hotel vouchers. Make essential documents easy to access and hard to lose — no more searching through inboxes or spam folders. - Offer optional upgrades. Follow up with relevant offers such as private transfers, extended stays, or travel insurance to drive upsells. #### During travel: real-time support ![Send%20automated%20reminders%20for%20check-in%2C%20departure%2C%20and%20pickup%20times.%20Help%20guests%20stay%20on%20schedule%20with%20timely%20nudges%2C%20complete%20with%20maps%20or%20meeting%20point%20details.%20Keep%20travelers%20informed%20about%20delays%20or%20rescheduling.%20Notify%20customers%20instantly%20when%20plans%20change%20to%20reduce%20confusion%20and%20frustration.%20Allow%20last-minute%20changes.%20Support%20quick%20adjustments%20like%20changing%20pickup%20locations%20or%20adding%20a%20guest.%20Two-way%20messaging%20makes%20it%20easy%20to%20respond%20to%20evolving%20needs%20while%20on%20the%20go.%20Provide%20urgent%20support%20without%20long%20wait%20times.%20Be%20available%20via%20chat%20or%20voice%20to%20resolve%20issues%20like%20missed%20connections%2C%20lost%20bookings%2C%20or%20other%20emergencies.](https://images.ctfassets.net/ph8r57dk1q9w/56N6BltIjfyvsGVQFJDEhL/06f74bab86c9bdfbb548cd37fc0991bf/reminders.png) - Send automated reminders for check-in, departure, and pickup times. Help guests stay on schedule with timely nudges, complete with maps or meeting point details. - Keep travelers informed about delays or rescheduling. Notify customers instantly when plans change to reduce confusion and frustration. - Allow last-minute changes. Support quick adjustments like changing pickup locations or adding a guest. Two-way messaging makes it easy to respond to evolving needs while on the go. - Provide urgent support without long wait times. Be available via chat or voice to resolve issues like missed connections, lost bookings, or other emergencies. #### Post-trip: build loyalty ![Thank%20guests%20and%20ask%20for%20reviews.%20A%20simple%20follow-up%20message%20strengthens%20the%20relationship%20and%20encourages%20feedback%20or%20social%20proof.%20Share%20loyalty%20rewards%2C%20rebooking%20offers%2C%20or%20referral%20codes.%20Keep%20customers%20engaged%20after%20their%20trip%20with%20perks%20that%20encourage%20them%20to%20book%20again%20or%20refer%20friends.%20Send%20personalized%20follow-up%20suggestions.%20Recommend%20future%20destinations%20or%20experiences%20based%20on%20their%20last%20trip%20to%20stay%20top%20of%20mind%20for%20the%20next%20booking.](https://images.ctfassets.net/ph8r57dk1q9w/15rnjDVgAiN9n8dRzHEIFx/61d5d62c4496a78e56936118ce5b1cf2/post-trip.png) - Thank guests and ask for reviews. A simple follow-up message strengthens the relationship and encourages feedback or social proof. - Share loyalty rewards, rebooking offers, or referral codes. Keep customers engaged after their trip with perks that encourage them to book again or refer friends. - Send personalized follow-up suggestions. Recommend future destinations or experiences based on their last trip to stay top of mind for the next booking. ### Using WhatsApp API: what travel businesses should know You’ve seen how WhatsApp API can support every stage of the travel journey — from lead generation to post-trip follow-ups. But before you get started, there’s one key detail to understand: Unlike the free WhatsApp Business App, the API version doesn’t include a built-in interface. It’s designed for businesses that need to message at scale, and to use it, you’ll need a third-party platform to manage and respond to conversations. That’s where [respond.io](https://respond.io/) comes in. ### What makes respond.io the right platform for WhatsApp API Using WhatsApp API is a smart move for any travel business — but without the right platform to manage it, you risk creating more work instead of less. That’s why travel companies choose respond.io: it’s purpose-built for handling high message volumes, coordinating between teams, and delivering a great experience before, during, and after a trip. Here’s why respond.io is the perfect fit for the travel industry: #### One inbox for all channels, all locations Travelers don’t just message on WhatsApp — they might DM you on Instagram, send a Facebook message, or follow up via email. Respond.io consolidates all these messages into a single shared inbox, allowing your team to respond quickly and consistently, regardless of where the conversation originated. Example: A guest books a tour via WhatsApp, follows up with a question on Instagram, and then requests an airport transfer by email — your team can see the full conversation history in one place. #### Smarter conversations with AI agents Use AI Agents to instantly greet travelers, qualify leads, answer FAQs, or suggest relevant trips — without the wait. This ensures that guests receive fast, consistent responses, even during peak booking seasons or outside business hours. When human help is needed, agents can step in easily, picking up the conversation with internal comments that capture key details and context from the AI. AI Agents can also make live API calls to external systems—like CRMs or booking tools—to retrieve real-time data or trigger actions during the conversation. This lets teams serve more customers without compromising quality or continuity. #### Built-in calling for complex needs Some questions are too important to resolve over chat — like visa requirements, flight changes, or urgent rebookings. With built-in WhatsApp Business Calling API and VoIP support, your agents can jump on a call directly from the inbox without switching tools. This is especially useful for last-minute trip changes, language barriers, or handling guests who prefer to talk. Respond.io also streamlines the entire call experience: - AI-powered call summaries automatically capture key points and next steps after each call, making follow-ups and handovers effortless. - Seamless call transfers on web and mobile let agents route live calls to the right teammate with helpful context notes, ensuring customers get the fastest, most accurate support. ![Why%20use%20Respond.io%20+%20WhatsApp%20API%20for%20travel%20businesses%3A%20one%20inbox%2C%20AI%20agents%2C%20voice%20support%2C%20integrations%20+%20automations](https://images.ctfassets.net/ph8r57dk1q9w/1kZ2rKgVRdKAFY76w07N6t/0508f8adbde9cf07e73bb7c9ec609a72/Concept___WhatsApp_API_for_Travel_Businesses_-_Image_3.png) #### Easy integrations with booking & CRM tools Connect respond.io to your CRM, booking system, or payment processor using no-code automation. You can sync guest details, trigger itinerary reminders, and log conversations — automatically. This keeps everything up to date without the need for manual copying and pasting or switching between systems. Voice call data—including transcripts, recordings, and AI-generated summaries—can also be forwarded to your CRM or data warehouse via webhook for unified reporting and compliance. #### Route messages to the right team or office Running tours in multiple cities? Managing properties across different countries? Respond.io’s advanced routing features let you assign incoming messages based on location, language, or inquiry type — so guests always talk to someone who can actually help. Example: A guest asking about a Bali snorkeling tour gets routed to the Indonesia team, while a question about Swiss Alps skiing goes to your European agents — all automatically. #### Customize workflows around your operations Respond.io adapts to how your business works — not the other way around. You can build automations to trigger messages based on booking status, send arrival reminders based on check-in dates, or flag VIP guests for personal handling. Whether you’re running fixed tour dates, custom itineraries, or last-minute deals, the platform gives you total flexibility. #### Know what’s working and where to improve With reporting dashboards, internal notes, and Lifecycle tracking, you can monitor every stage of the customer journey — from first contact to post-trip follow-up. See which conversations lead to bookings, how efficiently your team is responding, and where improvements can be made. These insights help you optimize staffing during peak seasons, refine your messaging, and identify opportunities to upsell or re-engage customers. Next, you’ll see examples of travel businesses using respond.io to unlock the full power of WhatsApp API. ### Case studies: how travel businesses use respond.io + WhatsApp API Travel businesses around the world are already seeing the impact of using WhatsApp API — from faster response times to higher booking rates and better customer experiences. With respond.io, they manage all their chats, calls, and automations in one place while scaling operations across teams and destinations. Here are a few real-world examples of how travel companies are using respond.io to turn WhatsApp into a powerful tool for communication, service, and growth. ![SchuVar%20Tours%20%28Nicaragua%2C%208%20branches%29%20used%20respond.io%20to%20revamp%20its%20lead%20management%20and%20sales%20workflows%20across%20multiple%20branches.%20Without%20a%20centralized%20system%2C%20leads%20were%20often%20missed%20or%20left%20waiting%2C%20and%20agents%20were%20juggling%20unstructured%20communication.%20By%20connecting%20all%20channels%20%28WhatsApp%20API%2C%20Facebook%20Messenger%2C%20Instagram%2C%20email%2C%20etc.%29%20into%20a%20single%20team%20inbox%2C%20automating%20replies%20to%20collect%20lead%20information%2C%20and%20auto-assigning%20chats%20in%20a%20round-robin%20system%2C%20they%20were%20able%20to%20speed%20up%20follow-ups%20and%20close%20deals%20faster.%20They%20also%20introduced%20lead%20status%20tracking%20%28using%20Lifecycle%29%20to%20prioritize%20high%u2011intent%20leads%2C%20and%20optimized%20marketing%20by%20identifying%20which%20ads%20were%20driving%20quality%20leads.%20The%20result%3F%20A%2060%25%20shorter%20sales%20cycle%2C%20nearly%20100%25%20follow-up%20rate%2C%20and%20the%20ability%20to%20scale%20ad%20campaigns%20%28tripling%20lead%20volume%29.](https://images.ctfassets.net/ph8r57dk1q9w/7aKrnqfjufbixrfvnsnLzT/52f93a7e349d809bdbdafd4063cf90ac/schuvars.jpg) [SchuVar Tours (Nicaragua, 8 branches)](https://respond.io/customers/schuvar-tours-shortens-sales-cycle) used respond.io to revamp its lead management and sales workflows across multiple branches. Without a centralized system, leads were often missed or left waiting, and agents were juggling unstructured communication. By connecting their channels such as WhatsApp API, Facebook Messenger, Instagram and email into a single team inbox, automating replies to collect lead information and auto-assigning chats in a round-robin system, they were able to speed up follow-ups and close deals faster. They also introduced lead status tracking to prioritize high‑intent leads, and optimized marketing by identifying which ads were driving quality leads. The result? A 60% shorter sales cycle, nearly 100% follow-up rate, and the ability to scale ad campaigns, tripling their lead volume. ![My%20Dream%20Travel%20%26%20Tours%20%28Canada%20%26%20India%29%20used%20respond.io%20to%20unify%20chat%20and%20calling%20via%20the%20WhatsApp%20API%2C%20enabling%20customers%20to%20switch%20seamlessly%20between%20messages%20and%20voice%20calls%20without%20leaving%20the%20platform.%20They%20integrated%20WhatsApp%20Business%20Calling%2C%20enabling%20agents%20to%20continue%20chats%20while%20handling%20calls%20within%20a%20single%20interface.%20As%20a%20result%2C%20they%20doubled%20chat%20volume%2C%20saw%20a%2030%u202F%25%20increase%20in%20new%20leads%2C%20and%20now%20about%2010%u202F%25%20of%20bookings%20start%20with%20a%20WhatsApp%20call.](https://images.ctfassets.net/ph8r57dk1q9w/1o88EnnDf975dLeftjz8xD/f367a02ccfb8ba081c84b7312698c0b7/mydream.jpeg) [My Dream Travel & Tours (Canada & India)](https://respond.io/customers/my-dream-travel-increases-leads-with-whatsapp-calls) used respond.io to unify chat and calling via the WhatsApp API, enabling customers to switch seamlessly between messages and voice calls without leaving the platform. They integrated WhatsApp Business Calling, enabling agents to continue chats while handling calls within a single interface. As a result, they doubled chat volume, saw a 30 % increase in new leads, and now about 10 % of bookings start with a WhatsApp call. Those success stories show what’s possible — now let’s walk through how you can get started using WhatsApp API with respond.io for your own travel business! ### How to start using WhatsApp API with respond.io Getting started with WhatsApp API might sound complex, but with the right partner, it’s a smooth process. For more detailed setup instructions, visit our [help center](https://respond.io/help/whatsapp/whatsapp-api-quick-start). But basically, here’s a rundown of what you need to do: #### Prepare prerequisites - Respond.io Account — You’ll need an active respond.io workspace to begin. - Phone Number — Use a valid number that can receive an SMS or phone call for OTP. If it’s already linked to a WhatsApp app account, make sure you use coexistence. - Meta Business Manager (MBM) — You need a Meta Business Manager account. If you don’t have one, you can create it during setup. - Business Details & Website — Ensure your business site is valid and that your domain aligns with your business information. #### Connect WhatsApp API via respond.io - In your respond.io workspace, navigate to Channels → Add Channel → WhatsApp Business Platform (API) - Follow the “Connect with Facebook / Meta” flow, authorising your business profile, selecting the phone number, and setting up the WhatsApp Business profile - Once connected, respond.io links with the Mobile App (if using coexistence) or becomes your primary API channel #### Create & submit message templates (for travel use cases) - Template messages are required to initiate conversations with your contacts. - For travel businesses, you’ll want templates such as:“Your booking is confirmed: [Details]”“Reminder: your flight leaves in [hours] — check-in opens at [time]”“Your itinerary: [link or file]”“We’ve upgraded your room! Details: [info]” - “Your booking is confirmed: [Details]” - “Reminder: your flight leaves in [hours] — check-in opens at [time]” - “Your itinerary: [link or file]” - “We’ve upgraded your room! Details: [info]” - Submit these templates in respond.io (or via Meta) and wait for approval before using them in broadcasts or notifications. #### Build messaging workflows - Use respond.io’s workflow builder to automate common travel messaging paths, e.g.:Trigger welcome/greeting messages when a new lead landsAfter booking, send confirmation, itinerary, and pre-trip remindersMid-trip: delay alerts, itinerary changes, check-out remindersPost-trip: feedback request, loyalty offers - Trigger welcome/greeting messages when a new lead lands - After booking, send confirmation, itinerary, and pre-trip reminders - Mid-trip: delay alerts, itinerary changes, check-out reminders - Post-trip: feedback request, loyalty offers - Personalize these workflows using variables such as traveler name, booking date, destination, and other relevant details. #### Train AI agents - Configure how your AI should respond. Set the AI’s tone, role, and behavior through its “instructions” or persona settings. For example: “You’re a travel assistant that answers questions about tour schedules, guide services, and local policies.” - Add knowledge sources/documentation. Upload internal manuals, FAQs, or helpful guides (PDFs, URLs, text files) to serve as the AI’s reference. This helps it answer domain‑specific questions (e.g., “What is the cancellation policy?”). - Define fallback or handover conditions. Specify when the AI should hand over to a human — for example, if the customer explicitly asks for a human, or if the AI is unsure (no relevant answer found in knowledge sources). - Test & refine. Run sample conversations and test your AI agents to see how it responds. Look for errors, irrelevant or incomplete answers. Use those as feedback to improve or expand knowledge sources or tweak instructions. - Support collaboration with human agents. Human agents should be able to see what the AI has responded to, intervene smoothly, and continue the conversation with full context. This ensures that when a conversation escalates, the guest doesn’t feel they’re repeating themselves. - Monitor performance and update continuously. Use reporting tools or conversation tagging to identify where AI provides weak or incorrect answers, and update the knowledge sources or prompts accordingly. #### Launch, monitor, & improve - Go live and monitor your dashboard: response times, conversion rates, volume by destination or package - Tag conversations to uncover patterns (e.g., “flight delay”, “room upgrade request”) - Use insights to optimize workflows, staffing during peak seasons, and template messaging - Iterate — add new templates, refine automations, improve handovers ### Best practices for travel businesses using WhatsApp API ![Best%20Practices%20for%20travel%20businesses%20using%20WhatsApp%20API%3A%20always%20secure%20opt-in%2C%20personalize%20messages%2C%20train%20%26%20monitor%20AI%2C%20handover%20to%20humans](https://images.ctfassets.net/ph8r57dk1q9w/2KLVxZhuOmV33Uh3GDIhJi/e75402f90187a9e1245a696a86dc3d75/Concept___WhatsApp_API_for_Travel_Businesses_-_Image_4.png) Now that you know how to set up and run WhatsApp API with respond.io, here are some smart practices to get the most out of it. #### Always secure customer opt‑in before messaging - Ensure that travelers explicitly opt in to receive WhatsApp messages — for example, via a checkbox on your booking form, QR codes, or a website form. - This ensures compliance, avoids spam complaints, and preserves user trust. - Travel businesses often do this post-booking: “Would you like to get updates via WhatsApp?” #### Personalize based on traveler data - Use booking details (names, travel dates, destination, room type) to make messages feel relevant. - E.g. “Hi Alice, your check-in at Bali Beach Resort is in 2 days — here’s your itinerary.” - But avoid overpersonalization (too many variables) that increases error risk. #### Use approved templates for outbound messages only - Only template messages (pre‑approved by Meta) should be used for business‑initiated communication (e.g., confirmations, reminders). - Keep template text crisp and predictable: “Your booking is confirmed: [BookingID]” - Do not use templates to mass‑promote sales or offers without context or opt-in. #### Clear handover rules between AI & humans - Define when AI should escalate to a human agent — e.g., when the AI cannot answer a question or the customer explicitly requests assistance. - Ensure the human agent gets full context (chat history, metadata) so the traveler doesn’t repeat themselves. - Maintain continuity in tone and messaging in the handover. #### Reply quickly & stick to the 24-hour rule - According to WhatsApp's policy, once a user messages you or you initiate a conversation with a message template, you have a 24-hour conversation window to respond for free. After that, only templates are allowed. - Try to reply well within that window — fast replies increase trust and conversions. #### Keep messages short, clear & helpful - Travelers often read messages while on the move (at airports, on trains, etc.). - Keep content direct and actionable: dates, times, links. Avoid long blocks of text. - Use bullet points or line breaks for clarity. #### Segment & route based on language, destination, inquiry type - Route messages intelligently: e.g., inquiries about Europe are directed to European agents; Bali tours are routed to the Indonesia team. - Segment customers based on language or region so they get agents who understand them. - This reduces misunderstandings and service delays. #### Monitor & optimize with tags & dashboards - Use conversation tags (e.g., “flight change,” “room upgrade request”) to categorize and track common queries. - Leverage reporting dashboards to monitor response times, conversion rates, and volume by travel segment or location. - Utilize insights to optimize workflows, staffing, and template usage during peak travel seasons. #### Train AI agents & maintain knowledge base - Configure your AI’s instructions or persona — e.g., “You are a travel assistant for tour bookings and schedules.” - Feed it domain-specific knowledge (FAQs, policies, local info) so responses are accurate. - Periodically review AI’s responses, correct errors, and refine its knowledge sources. #### Support multilingual & multi-region travel experiences - Use multilingual templates or auto-translation where feasible for international travelers. - Agents should be staffed by language proficiency or have fallback support available. - Ensure content is culturally appropriate (time formats, expressions, etc.). ### Take control of the travel experience with WhatsApp API + respond.io The traveler’s journey doesn’t begin at check‑in, and it doesn’t end at check‑out — it starts from the first message and extends long after they return home. With WhatsApp API powered by respond.io, you gain the tools to own that entire experience: - Deliver timely, personalized communication at every step - Automate routine tasks and free your team for high-touch interactions - Respond faster across time zones with unified messaging and smart routing - Use insights and reporting to refine operations and drive better results Ready to make WhatsApp your travel business’s most powerful communication channel? [Start your free trial with respond.io](https://respond.io/) or [schedule a demo](https://respond.io/demo) to see it in action. ### FAQs about WhatsApp API for travel businesses ### Further reading Liked this guide? Here are more resources on WhatsApp API you might find useful: - WhatsApp API Ultimate Guide: Features, Benefits & Pricing - WhatsApp Hotel: A Guide to WhatsApp Business For Hotels - WhatsApp vs WhatsApp Business for Sales and Marketing ## [WhatsApp API Pricing: The Ultimate Guide for 2026](https:/respond.io/blog/whatsapp-business-api-pricing) Understanding WhatsApp Business API pricing can be challenging. This Ultimate Guide will take you from the WhatsApp Business pricing basics to the best BSP for your use case. How much does WhatsApp Business cost? When it comes to WhatsApp API pricing, this can be difficult to calculate. To avoid running into unnecessary expenses, businesses should be familiar with this topic. In this blog post, we will explain the current WhatsApp Business API pricing model, the additional costs you will face and the cheapest WhatsApp API partner for your business. ### WhatsApp API Pricing in 2026: Is WhatsApp Business API Free? The [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) pricing model is simple - it’s free! But this is not the case for the WhatsApp Business Platform, also known as [WhatsApp API](https://respond.io/blog/whatsapp-business-api). In this section, we’ll help you understand the cost of WhatsApp API for messaging. #### WhatsApp Business Pricing in 2026: What Costs To Expect To understand the costs associated with the WhatsApp API, you need to know how the API works. Firstly, businesses need to obtain WhatsApp API access. Because APIs do not have interfaces, businesses need to integrate them with a messaging software known as a [Business Solution Provider (BSP)](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider) to send and receive messages. Some BSPs charge WhatsApp API connection fees and per number charges while others like respond.io have no additional costs on top of the subscription. All messaging software comes with a monthly subscription fee. ![This%20image%20shows%20what%20is%20the%20cost%20of%20WhatsApp%20Business.%20The%20WhatsApp%20business%20costo%20includes%20WhatsApp%20API%20fees%2C%20partner%20API%20pricing%20and%20messaging%20inbox%20cost.](https://images.ctfassets.net/ph8r57dk1q9w/3PgPmNx7M4MUarCoWPRCiV/7c9000df082d643cc93f07f16421b406/ultimate-guide-whatsapp-api-pricing-40-image-01_87441df35396322cc0ea9bd45f25b9c6.png) Finally, Meta charges per-message fees for outbound messages that vary by message type and country. We'll get into the details later. To summarize, the WhatsApp Business API has three costs associated with it: 1. BSP fees 2. Messaging software costs 3. WhatsApp per-message charges We’ll start by breaking down the WhatsApp per-message charges. ### WhatsApp Business API Pricing in 2026: What It Costs and How It Works As of **July 1, 2025**, WhatsApp Business Platform adopted a **simpler, message-based pricing model** that replaces the previous conversation-based system. While the [24-hour customer service window](https://respond.io/blog/whatsapp-business-api#toc-mobile-10) still plays an important role, the way businesses are charged has changed — and in many ways, it’s now more flexible and cost-efficient. Here’s everything you need to know about the **current WhatsApp pricing structure**. #### User-Initiated Messages (Service Conversations) When a customer messages you first, this opens a **24-hour customer service window** to reply freely without paying for every message — as long as you're using **free-form text** or **utility message templates**. **Good news:** Utility templates sent during this 24-hour window are **completely free,** but not marketing or authentication templates (more about this later). This makes it easier and cheaper to handle support and order updates without worrying about rising costs. #### Business-Initiated Messages (Template-Based Pricing) If you want to message a customer **after the 24-hour window ends**, you'll need to send a [**pre-approved template message**](https://respond.io/blog/whatsapp-template-message#toc-mobile-1). There are three template categories: - Utility – for things like receipts, order confirmations, and reminders - Authentication – for one-time passcodes or verification - Marketing – for promotions, announcements, and special offers **Templates can include** text, media headers, personalized placeholders, Quick Reply buttons, and Call-to-Action buttons to encourage user interaction. #### How Template Category Affects Costs The type of template you use determines the charge. If you send multiple templates from **different categories** (e.g., one utility and one marketing message), you’ll be charged **separately for each**. However, sending **multiple messages from the same category** won’t incur extra charges for that category within the same conversation. Templates with unclear content or mixed purposes will be classified as **marketing**, which is typically the most expensive category. #### How Phone Country Code Affects Costs WhatsApp sets its rates based on the [**customer's phone number country code**](https://developers.facebook.com/docs/whatsapp/pricing#rates). That means pricing will vary depending on the user’s location, so be sure to check the [latest country-specific pricing](https://developers.facebook.com/documentation/business-messaging/whatsapp/pricing#rates) for accurate cost estimates. Note that as of **January 1, 2026**, some rate changes went into effect, notably: - Marketing template message fees were lowered for France and Egypt, increased for India. - Utility and authentication template message fees were lowered for North America. Also in 2026, Meta fees can be paid in 16 countries' local currencies rather than in US dollars, starting with Mexico on January 1, with other currencies available later in the year. #### Save Costs with Free Entry Points Conversations are free when customers initiate them via [click to WhatsApp ads](https://respond.io/blog/whatsapp-ads) or [Facebook Page call-to-action buttons](https://respond.io/blog/how-to-add-whatsapp-button-on-facebook-page). Additionally, [the 24-hour customer service window will be extended to 72 hours](https://developers.facebook.com/docs/whatsapp/updates-to-pricing#additional-changes-to-conversation-based-pricing-in-2023) when customers message you through these free entry points. During this messaging window, all messages sent are free, including [WhatsApp template messages](https://respond.io/blog/whatsapp-template-message). #### Wait, There’s More: What’s the Pricing of WhatsApp Business Calls? WhatsApp Business Calling API allows businesses to make calls using WhatsApp API. Respond.io is one of the few selected BSPs with access to this game-changing feature. Here are the basics to get you started. ##### Pricing Details - Outgoing call rates are based on:Recipient’s country code.Call duration: Charged in 6-second increments, rounded up.Monthly volume: The more calls you make to a specific country, the lower your rate. Tiers reset every month. - Recipient’s country code. - Call duration: Charged in 6-second increments, rounded up. - Monthly volume: The more calls you make to a specific country, the lower your rate. Tiers reset every month. ##### Key Features and Limitations WhatsApp Business API supports both inbound (user-initiated) and outbound (business-initiated) calls. - Inbound Calls: These are initiated by users to the business and are cost-free. - Outbound Calls: These require prior user permission. You’re billed only when the customer answers the call — initiating a call, ringing and unanswered calls don’t incur any charges. - Customer Service Window: A 24-hour customer service window is opened or refreshed when a user messages, calls, or accepts a call from your business. During this period, you can send free-form messages and utility templates at no cost. You can [visit our WhatsApp Pricing Calculator](https://respond.io/whatsapp-api-calling-pricing) to explore messaging and calls costs and get your questions answered. With WhatsApp pricing made clear, it’s time to talk about the costs you will face from your BSP of choice. ### WhatsApp Business Pricing by Partner As mentioned earlier, the charges BSPs impose vary. A majority of them impose additional fees on top of the WhatsApp conversation charges like markups per message or setup fees. While costs differ from one BSP to another, we’ll cover some of the main BSPs in the market and their pricing models. #### Sleekflow WhatsApp API Pricing: WhatsApp Account Some businesses need to operate multiple WhatsApp accounts—whether to support different branches worldwide, serve distinct teams, or work around the limitations of a single account. If that’s your case, keep in mind that some BSPs, like SleekFlow, charge extra for each connected WhatsApp number. Specifically, [SleekFlow charges US$15 per month](https://respond.io/sleekflow-alternative) per WhatsApp Business phone number. #### Wati WhatsApp API Pricing: Markup per message Many BSPs impose markups on messages that you send and deliver on WhatsApp and [Wati](https://respond.io/blog/wati-alternative) is one of them. It charges an additional 20% per message fee on top of Meta's charges. #### MessageBird WhatsApp API Pricing: Markup per Message [MessageBird](https://help.respond.io/whatsapp/messagebird-whatsapp) is another one that offers WhatsApp API access while adding its own message fees on top of the WhatsApp per-message charges. ![This%20image%20shows%20the%20MessageBird%20WhatsApp%20Pricing.%20The%20Messagebird%20WhatsApp%20Business%20costo%20involves%20markups%20per%20message.](https://images.ctfassets.net/ph8r57dk1q9w/3GKPZIcXQfAhoJCQL0NpxE/1c255281ed8a584f9d97279825d15ed8/ultimate-guide-whatsapp-api-pricing-40-image-05_1d564021abb21c18a92059895b304127.png) While WhatsApp conversation charges vary by country, MessageBird adds a $0.005 markup per session message sent by the business. There is also a $0.005 markup per template message, on top of the WhatsApp charges. #### Twilio WhatsApp API Pricing: Per-Message [Twilio](https://help.respond.io/whatsapp/twilio-whatsapp) kept the per-message pricing model after the WhatsApp Business pricing changes. In their own words, “Pay-as-you-go pricing makes sure you only pay for what you use”. ![Is%20Twilio%20WhatsApp%20free%3F%20This%20image%20shows%20WhatsApp%20Twilio%20Pricing%2C%20which%20involves%20markups%20per%20message.](https://images.ctfassets.net/ph8r57dk1q9w/4RVqsg6rgVwfylDn5MDJ7Q/9a644d305744195c33a4c38783f6d5da/ultimate-guide-whatsapp-api-pricing-40-image-06_dccbb5d725afa2ac61b936f4b70674b5.png) On top of WhatsApp charges, Twilio charges a $0.005 flat fee per message sent and also per message received. This markup applies to both business-initiated conversations and service conversations. #### Respond.io WhatsApp Business API: Free WhatsApp API Access Respond.io is a recognized WhatsApp Business Solution Provider (BSP) and customer conversation management software. It allows you to get free WhatsApp API access, manage your WhatsApp Business Account and receive messages in an [omnichannel inbox](https://respond.io/blog/omnichannel-communication). ![This%20image%20shows%20that%20respond.io%20does%20not%20charge%20for%20WhatsApp%20API%20access%20and%20markups%20per%20message](https://images.ctfassets.net/ph8r57dk1q9w/6U2utf5Z9A63lmo6AdB4dy/e7ec42ec3c3afae049e76d827c619c52/ultimate-guide-whatsapp-api-pricing-40-image-04_1d1116a51408496c2ab442d9719e2509.png) With respond.io, businesses only need to pay WhatsApp per-message charges that are made compulsory by WhatsApp. It does not impose any additional setup or per-message fees. If you’re looking for a BSP that is also a messaging software provider, respond.io is your best bet. Now that you understand the pricing plans offered by popular WhatsApp BSPs, we’ll look at the most common business use cases and how the current WhatsApp Business pricing model affects them. ### WhatsApp Business API Pricing by Use Case Companies often have different teams messaging customers via WhatsApp API and these teams have different messaging habits. ![This%20image%20shows%20the%20different%20WhatsApp%20API%20use%20cases%3A%20Sales%2C%20support%2C%20marketing%2C%20and%20engineering](https://images.ctfassets.net/ph8r57dk1q9w/1oOhVgWSstRR3APmPAXwDp/f832df3afe1f4dfb36a37c11ae7d9763/ultimate-guide-whatsapp-api-pricing-40-image-08_3fe3fb30f4793f38f9ab367ed05cb07b.png) In this section, we’ll discuss what costs to expect when using WhatsApp API for sales, support, marketing and engineering. #### WhatsApp Pricing for Sales Teams Sales Teams typically initiate conversations with leads, incurring higher costs. For sales teams with low sales volume but high profit margins per sale, choosing a MAC or monthly plan can be cost-effective, as they often engage in fewer but more profitable conversations. #### WhatsApp Pricing for Support Teams Support Teams primarily respond to inbound inquiries. WhatsApp only charges for one message in a service conversation if it's replied to within 24 hours, making it more cost-effective for support teams. However, extra charges apply for business messages extending beyond this window, and support teams must take care to avoid unnecessary charges for spam or irrelevant messages. #### WhatsApp Pricing for Marketing Teams For teams interested in [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) to send promotional messages, each counts as a business-initiated marketing message. This can be costly, especially if you send [WhatsApp bulk messages](https://respond.io/blog/whatsapp-bulk-message), so it's advisable to select a BSP that doesn't charge a markup fee per message. It's important to adhere to WhatsApp's Business Policy to avoid misuse for spam. Also consider integrating a [WhatsApp CRM](https://respond.io/blog/whatsapp-crm) to further enhance your sales and marketing operations with WhatsApp. #### WhatsApp Pricing for Engineers Operational technical implementors (engineering teams) send transactional notifications like payment confirmations or password resets, categorized as business-initiated messages. Choosing BSPs without additional message costs is recommended to minimize expenses. In general, transactional notifications are business-initiated, as they are not sent in response to a customer’s message. Business-initiated conversations are more expensive, so BSPs with additional message costs should be avoided. Now that you understand everything you need about WhatsApp API pricing and the costs associated with it, it’s time to choose the right BSP for your business needs. ### WhatsApp API Pricing: Choosing The Right BSP As a business, paying per-message charges to WhatsApp to chat with customers is inevitable. However, you can avoid additional fees imposed by some WhatsApp BSPs. Unlike other providers, respond.io does not charge any setup fees, hosting fees or markup per message or conversation. As you’d expect, respond.io supports all core WhatsApp API features like [broadcasts](https://respond.io/blog/whatsapp-broadcast) to large audiences and [interactive messages](https://respond.io/blog/whatsapp-interactive-message). But it also goes further with [AI Agents](https://respond.io/blog/how-respondio-ai-agents-work) — fully autonomous assistants that can respond to inbound WhatsApp calls, qualify leads, update customer details, generate conversation summaries and seamlessly escalate to humans when needed. Plus, as a recognized Meta Business Partner, respond.io has undergone Meta's assessment for its proficiency in Meta products such as WhatsApp, Facebook Messenger, and Instagram DM. This affiliation comes with several advantages, including enhanced support from Meta, contributing to an elevated level of service for respond.io users. If you're looking for a WhatsApp BSP that also offers AI-powered conversation management software, [sign up for respond.io](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and get free WhatsApp API access. ### Further Reading That’s all you need to know about the WhatsApp API cost for businesses. If found this reading interesting, check out the following articles: - WhatsApp Green Tick: A Guide to Verifying Your WhatsApp Business - WhatsApp Auto Reply in 4 Easy Steps: Full Guide (+18 Samples) - The Ultimate Guide to WhatsApp Business API - WhatsApp Broadcast: A How-To Guide ## [WhatsApp API Ultimate Guide: Features, Benefits & Pricing](https:/respond.io/blog/whatsapp-business-api) Unlock the power of WhatsApp API for business. Learn how to set it up, how much it costs and how to use it to manage contacts and automate messaging at scale. If you're struggling to keep up with the flood of chats on the WhatsApp Business App, it might be time to level up with the WhatsApp Business API. In this guide, we’ll walk you through everything you need to know—what the WhatsApp API is, how it compares to the app you're using now, what it costs, and how it can supercharge your marketing and sales game. ### What is WhatsApp Business API? [WhatsApp Business Platform](https://business.whatsapp.com/products/business-platform), commonly referred to as WhatsApp API, is designed for medium to large companies looking to use WhatsApp for messaging at scale. Unlike the WhatsApp Business App, the API doesn’t have a front-end interface. Instead, it connects to messaging software like respond.io to send, receive and manage conversations across teams and touchpoints. This flexibility lets you choose the tools that match your needs—whether that's automated workflows, AI-powered replies, bulk broadcasts, appointment booking or building personalized customer journeys. Not sure if the API is the right fit for you? Keep reading to compare it with the WhatsApp Business App. Already set on the API and ready to dive deeper? [Jump ahead](https://respond.io/blog/whatsapp-business-api#toc-2). #### WhatsApp Business App vs API: What Breaks When You Outgrow the App The [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app) is intended for micro to small businesses, as it comes with limited multiuser, broadcast and automation capabilities. This makes it difficult to handle high volumes of messages and contacts, which results in delayed responses, missed messages and lost leads. | | WhatsApp Business App | WhatsApp Business API | | --- | --- | --- | | Best for | Small businesses | Medium to large businesses | | Number of Devices | 5 | Unlimited | | Automation Capabilities | Limited | Advanced AI and automation | | Broadcast Limit | 256 contacts | Unlimited | | Supports Integration | No | Yes | The API, on the other hand, supports unlimited users and high volumes of broadcasts. When paired with the right WhatsApp API software, businesses can manage conversations with [advanced AI](https://help.respond.io/workspace-settings/workspace-setting-respond-ai) and [automation](https://help.respond.io/workflows/workflows-overview) and ensure smooth [contact synchronization](https://help.respond.io/capture-leads/enrich-customer-data) with e-commerce platforms and CRMs, among other advanced capabilities. Even though WhatsApp API allows “unlimited” broadcasts, actual sending is governed by messaging limits in your Business Manager Account. All phone numbers under the same Business Managers share the same messaging limit and new numbers immediately get the Business Manager’s current limit. [Limits](https://respond.io/help/whatsapp/whatsapp-messaging-limits) start low for new accounts (e.g., 250 messages per day) and [increase automatically](https://developers.facebook.com/docs/whatsapp/messaging-limits/#automatic-scaling) over time as you verify your business and your account demonstrates good sending practices (e.g., 250 → 2,000 → 10,000 → etc.). All numbers under a WABA share the same messaging limit, so planning broadcasts, automation, and customer segmentation is crucial to avoid exceeding your daily capacity. Monitoring these limits ensures consistent message delivery and helps prevent throttling or account restrictions. Of course, along with the increased scale and features come costs. WhatsApp Business API incurs messaging fees as well as requiring a subscription to the messaging software of your choice. We’ll give you the breakdown so you’ll know what to expect. ### WhatsApp API Pricing: What You'll Pay and Where BSPs Add Hidden Costs WhatsApp API fees are now based on the number and type of messages sent, rather than entire conversations. Pricing depends on message type, volume and region. To get an idea of the fees you’ll need to pay, you can use this [WhatsApp API pricing calculator](https://respond.io/whatsapp-pricing-calculator). Here’s how conversations are categorized. #### WhatsApp's Per-Message Pricing Previously, WhatsApp API used conversation-based pricing, with user-initiated (service) and business-initiated conversations billed differently. As of July 1, 2025, this model has been replaced by per-message billing. With the new per-message model, most support chats fall under user-initiated messages. When a customer contacts you, it opens a 24-hour service window where replies with free-form text or utility templates are free. If the chat starts through a Click-to-WhatsApp ad or Facebook Page CTA, the window extends to 72 hours. Plus, each WhatsApp Business Account (WABA) gets 1,000 free service conversations per month, shared across all numbers. If you need to follow up after the window closes, you must use a pre-approved template, billed per message. Pricing depends on the template category (Utility, Authentication, Marketing) and the customer’s country code. Utility templates are generally cheaper, while unclear or mixed-purpose templates default to marketing, the most expensive option. For voice support, the WhatsApp Business Calling API offers inbound (user-initiated) calls for free, while outbound calls are billed only if answered, based on destination and duration. Calls also refresh the 24-hour service window, letting you continue messaging at no extra cost. #### WhatsApp Business Solution Provider Costs You’ll need to choose a [WhatsApp Business Solution Provider (BSP)](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider), a third-party company that helps you get access to WhatsApp API. These are usually subscription based software platforms. To avoid additional costs on top of WhatsApp’s compulsory charges, choose your BSP wisely. For example, [SleekFlow charges $15 per phone number](https://respond.io/sleekflow-alternative) per month. On the other hand, [respond.io offers WhatsApp API](https://respond.io/blog/respondio-whatsapp) without charging any markups or additional fees. Now that you know how much it costs, take a look at the features WhatsApp API offers when combined with a conversation management platform like respond.io. ### What Are Essential Features to Look for in a WhatsApp Business API Platform? With the right conversation management platform, you can use the WhatsApp API not just to chat with leads—but to convert them into loyal customers. While the API itself doesn’t include built-in features, your chosen platform should offer the tools you need to boost productivity and drive revenue. #### 1\. Allows Multiple Agent Access The WhatsApp API is designed to [accommodate a large number of agents](https://respond.io/blog/whatsapp-business-multiple-users). This means you can manage conversations concurrently to handle high message volumes. It also allows various team members to work on incoming inquiries without delay. ![Gif%20showing%20respond.io%27s%20WhatsApp%20API%20team%20inbox%20for%20multiple%20users](https://images.ctfassets.net/ph8r57dk1q9w/44BCfjqsCl8mw3WF9V1VPD/ad9ad1d2a7ad1e900107fc4ae357b230/inbox_gif.gif) Each agent can view real-time updates, access previous conversations, and maintain continuity, ensuring that customers receive prompt, informed responses. With this multi-agent support, businesses can scale their customer service efforts, keeping up with demand and minimizing response times. #### 2\. Reply to Messages at Scale With Automation If your business faces a large number of inbound messages, your agents might not be able to reply to all of them. To free up their time, you can set up [WhatsApp auto reply](https://respond.io/blog/whatsapp-auto-reply#toc-mobile-20) to instantly respond to lead inquiries. Even better, if you choose a conversation management platform with AI capabilities, you can [use AI agents](https://respond.io/blog/respond-ai) to provide fast, intelligent replies to almost any customer query. AI Agents work in multiple languages and any channel you've connected to respond.io, including voice calls. Yes, they can pick up inbound calls to greet customers, answer questions and collecting details before a human agent takes the wheel. Train your AI agent to answer common questions, [automatically qualify leads](https://help.respond.io/automate-conversations/how-to-automatically-qualify-contacts-based-on-budget-using-ai-agent) and [route them](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) to the right team when they need to speak to a human. With the [latest GPT-5 upgrade](https://respond.canny.io/changelog/all-new-ai-agents-have-arrived) on respond.io, AI Agents can also update contact records, add or remove contact tags from a pre-selected list, adjust lifecycle stages, route and close conversations, and leave internal comments with an autosummary once an interaction is complete.. They can handle inputs like [images, PDFs, CSVs and more](https://respond.io/help/ai-agents/managing-ai-knowledge-sources), allowing your AI agents to extract and act on information directly from files. Support for audio messages and the ability to understand and respond to voice notes is also coming soon. Plus, with AI Agent Follow-Up, conversations never go cold so you don't lose sales opportunities. When a chat goes idle, the AI automatically sends timely follow-ups or completes defined actions, keeping leads engaged and inboxes organized. ![Gif%20showing%20an%20example%20of%20of%20how%20an%20AI%20agent%20works](https://images.ctfassets.net/ph8r57dk1q9w/2MEza4eejpGYXSlSFCEBmW/6b8b07309dfbc8a99fc082b27b999b7d/AI_agent_example.gif) What makes this even more powerful is respond.io’s upgraded AI system, which processes only the steps required for each task. This results in faster, more accurate responses and more efficient AI usage—even during high-volume spikes. And when a human agent needs to step in, instant takeover ensures the AI stops immediately, preventing overlapping replies and keeping handoffs smooth and professional. As a result, agents are free to perform more important tasks like closing sales or following up with prospects. #### 3\. Supercharge Conversations with AI and WhatsApp Calling And when agents need to have high value conversations, [AI features](https://respond.io/blog/respond-ai#toc-1) can help them compose polished replies faster. For example, ask AI to draft a reply based on company knowledge sources and edit as needed. AI prompts instantly polish grammar, check for typos, adjust tone or translate a message into the contact’s native language. ![Gif%20showing%20how%20to%20use%20AI%20prompts%20with%20respond.io%27s%20WhatsApp%20Business%20API](https://images.ctfassets.net/ph8r57dk1q9w/1ofFSvy10d5NEbydH2Appf/33037dd42c2be0871cba8e6af49b74e7/AI_Prompts.gif) Additionally, it’s sometimes easier to [jump into a call](https://respond.io/blog/voip-crm-integration) using [VoIP](https://respond.io/blog/voip-crm-integration), WhatsApp or Facebook Messenger to clarify something with a lead or customer rather than texting. Soon, your AI Agent will also be able to join calls and handle voice conversations while preserving human resources for other high-value tasks. Call transfers are supported too, meaning that businesses are now able to move ongoing WhatsApp calls between agents without dropping the connection or losing context — helping teams resolve issues faster and improve customer experience. Respond.io is a provider of [WhatsApp Business Calling API](https://respond.io/blog/how-to-upgrade-to-whatsapp-api-without-losing-voice-calling#toc-3), so you can take advantage of this revolutionary feature. #### 4\. Integrate with Third-Party Tools Like HubSpot and Salesforce WhatsApp API also allows for integration with third-party tools such as [CRMs](https://respond.io/blog/whatsapp-crm) including [HubSpot](https://respond.io/blog/hubspot-whatsapp-integration) and [Salesforce](https://respond.io/blog/salesforce-whatsapp-integration), e-commerce platforms and automation software. These integrations can facilitate follow-ups and automate tasks like lead capture. ![Gif%20showing%20an%20example%20of%20how%20to%20integrate%20WhatsApp%20Business%20API%20with%20HubSpot%20CRM](https://images.ctfassets.net/ph8r57dk1q9w/1Q4emPPFuSxs63wp2DnX1i/aa62e5527c51694aba9a42d58548ebcd/hubspot-inbox-1-1.gif) Providing greater context on each interaction, integration fills in the gaps to make your sales and marketing efforts holistic, ensuring that no customer is overlooked. Additionally, it makes processes more efficient as there’s no need to switch between multiple apps. #### 5\. Track the Entire Customer Lifecycle When you use WhatsApp API with respond.io, you can create tailored journeys for leads and customers based on their status in the customer [lifecycle](https://help.respond.io/workspace-settings/workspace-settings-lifecycle). Any agent taking on a conversation will instantly be able to recognize high-intent leads from their lifecycle stage (e.g., Hot Lead) and prioritize them accordingly. ![Gif%20showing%20how%20to%20track%20WhatsApp%20customer%20lifecycle%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6e2yeR54RXdc2gxLNckiVs/39b84e0fdaf4bb59584c8fdc5d6acc89/lifecycl-4.gif) This is also beneficial when managing contacts on multiple channels. For example, if a Hot Lead first came in via WhatsApp but then re-engages your business on Instagram, agents can identify their stage in the customer journey, skip redundant steps and nurture them efficiently to take action. Moreover, AI Agents can help automate this by moving contacts to the right stage or closing conversations with an autosummary, ensuring the pipeline stays accurate without manual work. #### 6\. Gain Enhanced Analytics and Insights Track metrics like message or broadcast delivery rates and read rates to provide a clear picture of customer engagement. These insights help optimize communication strategies, ensuring messages effectively reach and resonate with the target audience. ![Image%20showing%20how%20reporting%20features%20help%20businesses%20track%20agent%20and%20team%20performance%20](https://images.ctfassets.net/ph8r57dk1q9w/76k8Oe6hMacYkySBNxYCqD/62cfbee7f38460354bee8ff251e89b38/Screenshot_2025-03-06_at_6.39.57_PM.png) Other key reports like response times and sales leaderboards enable you to identify underperforming agents or weak processes to improve them. This leads to higher customer satisfaction, better retention rates, and an overall improvement in brand reputation. #### 7\. Ensure Security and Compliance WhatsApp API is designed for large businesses whose customers trust them to keep their data safe. WhatsApp API is built with strict compliance and security standards, and end-to-end encryption is used on all messages. This ensures only the sender and recipient can read the content. Furthermore, WhatsApp complies with data privacy regulations such as [GDPR](https://business.whatsapp.com/trust-and-safety), helping businesses meet legal requirements for customer data protection. By maintaining high-security standards, businesses using the WhatsApp API can assure customers that their information is safe, building trust and enhancing the brand’s reputation for secure communication. Stability is also crucial to your business’ reputation. When you’re handling high volumes of conversations, you can’t afford downtime, lags or lost messages. Choose a platform that is stable and reliable specifically under high message and call volumes so your customers aren’t kept waiting. If you’re ready to get WhatsApp API and take advantage of these features, here’s what you need to apply for access. ### What Do I Need to Apply for WhatsApp Business API Access? It is compulsory for businesses to have a [Meta Business Portfolio](https://www.facebook.com/business/help/1710077379203657) (formerly known as Meta Business account) and a phone number. You can either use a [free virtual phone number](https://developers.facebook.com/docs/whatsapp/embedded-signup/?content_id=XrlUSVgv8GesfxY#555-business-phone-numbers) provided by Meta or purchase your own number. Do note that these virtual numbers are given by WhatsApp and are associated with a US country code. They also cannot be used for calling and texting beyond WhatsApp. ![AN%20image%20of%20the%20prerequisites%20to%20apply%20for%20WhatsApp%20API.%20This%20includes%20needing%20a%20Meta%20Business%20Portfolio%20account%20and%20a%20phone%20number%20that%26%2339%3Bs%20not%20tied%20to%20a%20personal%20WhatsApp%20number](https://images.ctfassets.net/ph8r57dk1q9w/3BPk8T17dBRYSvlZEuQD9E/4c0aacde885f0015fa2f7eb98c955d36/whatsapp-api-1_4ae4700a3af0b9b541dba2f9380fb354.png) If you have a current WhatsApp Business Account, you can still use this number with the new [WhatsApp Coexistence](https://respond.io/help/whatsapp/whatsapp-coexistence) feature, if your business is in a supported country. If your business is in an [unsupported country](https://developers.facebook.com/docs/whatsapp/embedded-signup/custom-flows/onboarding-business-app-users#unsupported-countries), you cannot use a number connected to a current WhatsApp account. Once you have a phone number and a Meta Business Portfolio account, the next step is to choose a [WhatsApp Business Solution Provider (BSP)](https://respond.io/blog/whatsapp-partners-whatsapp-business-solution-provider). BSPs are approved by WhatsApp and often provide solutions to enable businesses to send messages, manage customer interactions and integrate with other business tools. So, what do you need to know to pick one? First, make sure your BSP enables all the must-have features discussed above. Another important factor is to choose a WhatsApp partner that doesn't apply markups on messaging. Respond.io fits these criteria and is the perfect choice as a WhatsApp BSP. It is also a badged Meta Business Partner, which means it is recognized by Meta for its expertise in business messaging. > Meta has rolled out new WhatsApp Setup Guidance directly inside your Meta Business Portfolio. This new hub provides step-by-step instructions to simplify your API setup and manage message eligibility. You can now launch campaigns faster with pre-approved templates and instantly check your template review and appeals status. Next, we’ll show you the simple steps to get a WhatsApp API account. ### 3 Simple Steps to Set Up WhatsApp Business API Account Now, it’s time to set up a WhatsApp API account. We’ll show you how easy it is to set it up on respond.io. #### 1\. Connect Your Facebook Account and WhatsApp API Account Start by linking your Facebook account to the WhatsApp API account. [Click this link](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and select *Create and connect a NEW WhatsApp Business Platform (API) account.* Then, click Get Started. ![Screenshot%20showing%20how%20to%20connect%20your%20Facebook%20business%20account%20to%20WhatsApp%20API](https://images.ctfassets.net/ph8r57dk1q9w/2stXgb98hLPE1k8WbcojRu/bdf09ab5b1a4a47b1801b58321776b0b/image__1_.jpeg) #### 2\. Verify Your Number If you’re using a phone number with a SIM card, you'll need to verify your phone number via a phone call or text message. If you sign up for a virtual number, there’s no need for verification. ![Screenshot%20showing%20how%20to%20set%20up%20your%20WhatsApp%20API%20phone%20number%2C%20by%20verifying%20the%20number%20or%20getting%20a%20virtual%20number](https://images.ctfassets.net/ph8r57dk1q9w/2Xyh6MnIFpA0ehGRtVjKiK/286f4d00246fd773ee5c50f3dfc2080c/Screenshot_2025-03-06_at_11.54.18_AM.png) #### 3\. Start Messaging Once verified, you can begin messaging and responding to customers using the WhatsApp API. If you need more guidance, explore our dedicated blog that explains [the application process step-by-step](https://respond.io/blog/how-to-get-whatsapp-api). Once you’re set up, here are some practical ways to use WhatsApp to capture, convert and retain customers. ### 5 Proven Ways to Drive Revenue with WhatsApp Business API The features that WhatsApp API offers to businesses open up a ton of possibilities. Its versatility allows companies to integrate WhatsApp into their core operations, enhancing everything from sales and marketing to customer support. Let’s look at the five most common WhatsApp API use cases. #### 1\. Lead Generation and Sales Automation Use WhatsApp Business API to [generate leads](https://respond.io/blog/whatsapp-lead-generation) and automate your sales processes. Gain more leads at the top of your funnel and then efficiently process them to ensure your agents talk to the most promising leads. WhatsApp can be leveraged to generate leads through tools like [chat widgets](https://respond.io/blog/whatsapp-widget), [click-to-chat ads](https://respond.io/blog/click-to-chat-ads#toc-2), and [QR codes](https://respond.io/blog/whatsapp-qr-code). These entry points make it easy for potential customers to connect with businesses, starting a conversation that can be guided toward conversion. Here’s an example of how to use WhatsApp API for click-to-chat ads: ![Screenshots%20of%20three%20phone%20screens%20showing%20the%20steps%20to%20set%20up%20WhatsApp%20click%20to%20chat%20ads](https://images.ctfassets.net/ph8r57dk1q9w/3DWaPhwUaobWPTezViioH1/81dd6170c9631175ca4712ee8860a3c5/WhatsAppLeads5_9d3ab5159a360a5467a5da2659e36fe3.jpeg) When a lead reaches you, [qualify them with AI](https://help.respond.io/automate-conversations/how-to-automatically-qualify-contacts-based-on-budget-using-ai-agent) or chatbots and then lead them via [chat routing](https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio) to your sales team. #### 2\. Appointment Booking and Reminders You can also nurture leads efficiently to reduce no-shows and increase the number of converted leads. By using [scheduled broadcasts](https://respond.io/blog/whatsapp-schedule-message), businesses can send [appointment reminders](https://respond.io/blog/whatsapp-appointment-booking) and follow-ups to customers. ![Image%20of%20a%20phone%20screen%20with%20a%20WhatsApp%20conversation%20booking%20an%20appointment](https://images.ctfassets.net/ph8r57dk1q9w/AyQzyZ0IrTZuoZA40edcI/8900c798ada1431f56b91ddcfc3b67f0/assets_11f7a662b80a4675973850b067c01fa5_cd0e3893f8c845a481814d8626f54d54.webp) #### 3\. Marketing and Promotions With a [98% message open rate](https://www.inventiva.co.in/trends/top-10-best-whatsapp-marketing-2/), WhatsApp messages are an excellent way to market and promote your products. It’s almost certain that your messages will be seen and acted upon, making it a powerful tool for customer engagement and [marketing campaigns](https://respond.io/blog/whatsapp-marketing). Businesses can achieve this by using [broadcasts](https://respond.io/blog/whatsapp-broadcast) to send targeted promotional messages to a wide audience. Messages can include rich media such as images, videos, and links, which enhance engagement and make the communication more dynamic and appealing. ![Image%20showing%20an%20example%20of%20a%20WhatsApp%20promotional%20message%20about%20an%20upcoming%20sale](https://images.ctfassets.net/ph8r57dk1q9w/dszAaloF24ZbAW2dUQCPY/3639e3623ca66d3d858f34bfc7898cc3/how-to-whatsapp-broadcast-samples-image-05_91ae014951ea697b71cc79c81c6f0f6d__1_.webp)> Note: WhatsApp broadcast should be sent to customers who have opted-in to receive your marketing messages. Sending cold messages could [get your account banned](https://respond.io/blog/whatsapp-business-banned#toc-mobile-1). Common use cases include announcing product launches, events, or running time-sensitive campaigns. #### 4\. Improve Customer Support and Service WhatsApp Business API enables businesses to improve customer satisfaction by offering faster response times. [83% of customers](https://www.salesforce.com/content/dam/web/en_ie/www/PDF/state-of-connected-customer-fifth-ed-comp.pdf) expect to interact with someone immediately when they contact a company. Businesses can meet these expectations by leveraging WhatsApp API’s advanced capabilities like [WhatsApp Business Calling API](https://help.respond.io/l/en/whatsapp/whatsapp-business-calling-api). ![Three%20phone%20screens%20showing%20an%20example%20of%20how%20to%20use%20WhatsApp%20Business%20Calling%20API%20for%20customer%20service](https://images.ctfassets.net/ph8r57dk1q9w/7zwoPSmwTIWffYoUgVkIOm/30683a6d39f206bd54a4ab0ef401d389/WhatsApp_Calling_Announcement_-_Image_2.webp) With features such as [message templates](https://respond.io/blog/whatsapp-template-message), [automation](https://help.respond.io/automate-conversations), and even [AI integration](https://respond.io/blog/respond-ai), businesses can streamline processes and handle customer inquiries with greater efficiency. #### 5\. Send Surveys for Feedback, and Customer Insights Lastly, you can use WhatsApp API to collect customer feedback to drive continuous business improvement. The feedback collected can be analyzed to uncover actionable insights, helping businesses identify areas for improvement and align their offerings with customer expectations. This proactive approach fosters customer satisfaction and loyalty while supporting long-term growth. ![Example%20of%20using%20WhatsApp%20API%20for%20customer%20surveys](https://images.ctfassets.net/ph8r57dk1q9w/655l5mzGnZPIu2q7MgDte4/c5a156cbe190360703c854cb3b8d1607/assets_11f7a662b80a4675973850b067c01fa5_5117f694811b47bbb7c29bea7ffb24ce.jpeg) Businesses can collect feedback through surveys sent post-purchase or after customer support interactions. They can also send this data to a [CRM using integrations](https://respond.io/blog/hubspot-integration) so it’s easy to view in one place and make actionable decisions. With these powerful use cases, you can see why WhatsApp API is a must-have for medium to large businesses. Now that you’ve equipped yourself with everything that you need to know about WhatsApp API, let’s look at the businesses that won big with it. ### WhatsApp Business API Success Stories: Big Wins for Businesses Using WhatsApp API has tangible benefits for businesses, allowing them to achieve their business goals from increasing conversion rates to improving customer satisfaction. Find out how these businesses achieved their goals through WhatsApp API. #### Qobolak [Qobolak](https://respond.io/customers/how-qobolak-used-broadcasts-to-double-student-lead-conversions), an education placement company in Saudi Arabia, leveraged the WhatsApp Business API via respond.io to streamline communication and boost student lead conversions. A key factor in their success was the use of WhatsApp broadcasts to promote events and updates to a wide audience effectively. Over eight months, Qobolak achieved a remarkable **95% increase in lead conversions**. #### 800 Storage [800 Storage](https://respond.io/customers/how-800-storage-achieved-30-more-conversions-over-whatsapp), a Dubai-based self-storage company, enhanced its customer engagement and operational efficiency by using WhatsApp API . This integration enabled multi-user access, allowing sales and support teams to manage a high volume of inquiries effectively. By implementing automated conversation routing and assignment, 800 Storage ensured that customer messages were directed to the appropriate teams promptly, **increasing conversions by 30%**. #### EMAX Beauté [EMAX Beauté](https://respond.io/customers/how-emax-boosts-appointment-bookings), a leading provider of beauty, skincare, haircare and body wellness services in the greater Kuala Lumpur area, streamlined lead engagement with [respond.io](http://respond.io)’s WhatsApp API after switching from another WhatsApp API provider. The business used [respond.io](http://respond.io)’s lifecycle feature to track leads and customers throughout the funnel to improve targeting and overall customer experience. Additionally, with automation features like auto-assignment and canned responses, agents were able to respond to WhatsApp leads faster. With higher quality leads and faster responses, agents are able to engage leads while interest is high, which has led to an **18x increase in appointment bookings**. ### Getting Started with Respond.io Respond.io is an AI-powered customer conversation management platform that helps businesses generate leads and accelerate sales across all popular customer channels, including [managing WhatsApp chats, calls and CRM](https://respond.io/blog/manage-whatsapp-api-call-chat-and-crm-in-one-platform) — in a single team inbox. ![Respond.io%20is%20an%20AI-powered%20customer%20conversation%20management%20software%20provider%20that%20aims%20to%20help%20businesses%20generate%20leads%20and%20enable%20sales%20conversions%20through%20conversations.](https://images.ctfassets.net/ph8r57dk1q9w/7m0ly8Qccb2bd08Pc8KyFb/e0ae5405b7c3e5d8e6f19c621713e681/image_e19d31532401ae8df6165100e4a85e32.png) Some key highlights of how you can use WhatsApp API with respond.io: - Automate WhatsApp Ads lead qualification - Reengage with leads and customers with WhatsApp Broadcast - Automate conversations with an AI Chatbot - Converse promptly and effectively with AI Assist - Measure performance with advanced Reports Interested in experiencing these capabilities firsthand? [Try respond.io WhatsApp Business API for free](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and take your WhatsApp messaging to the next level or [contact us for a free consultation](https://respond.io/demo). ### Further Reading We hope you found this ultimate guide useful. Check out these articles if you want to learn more about business messaging. - Using WhatsApp Business for Multiple Users - How to Generate More WhatsApp Leads - Conversation-Led Growth: Where Conversations Drive Business Results ## [WhatsApp Appointment Booking: Make Bookings A Breeze](https:/respond.io/blog/whatsapp-appointment-booking) Busy manually scheduling appointments? Streamline and automate your efforts with WhatsApp appointment booking. Does your business regularly schedule appointments? Learn how you can make it easier through WhatsApp appointment booking. In this blog, learn what WhatsApp appointment bookings are, who they’re suitable for and their benefits. Also, discover how to set up appointments on WhatsApp, best practices and how you can win big through respond.io. ### What is WhatsApp Appointment Booking? WhatsApp appointment booking, or WhatsApp reservation system, allows customers to schedule appointments through WhatsApp conversations. It also allows customers to reschedule or cancel an appointment over WhatsApp. #### Who Should Use WhatsApp Appointment Booking? Any business that communicates with customers via WhatsApp can schedule appointments. In our view, the businesses in particular that will stand to benefit the most from WhatsApp appointment bookings are in the following sectors: - Education - Healthcare - Beauty - Real Estate - Food and Beverage Now that you know what and who WhatsApp appointment booking is for, let's check out what you can gain from it. ### Benefits of Booking Appointments via WhatsApp In today's fast-paced world, businesses constantly seek ways to enhance efficiency and improve customer engagement. WhatsApp Appointment Booking is another tool in your arsenal to achieve these gains. ![The%20benefits%20of%20WhatsApp%20business%20booking%20appointments](https://images.ctfassets.net/ph8r57dk1q9w/3rLcacRo0p71jaWanNbHXa/11149d08c2776ae56989b1c667fabc32/6_bba401de43ddfa8490bfdfa7926f7b3b.jpg) It brings a multitude of benefits to various businesses. With this in mind, we can delve into the benefits that this approach offers. #### WhatsApp Business Appointment Booking: Ease of Customer Access WhatsApp's vast popularity as a messaging app provides unparalleled global reach and convenience. This wide reach makes it an ideal platform for appointment booking across various sectors. Furthermore, the familiar interface of WhatsApp means that most customers require no additional training or adaptation period, making it straightforward to schedule, reschedule, or inquire about appointments. #### WhatsApp Business Appointment Booking: Offer a Better Customer Experience Allowing customers to make bookings over WhatsApp offers a more personalized experience. Unlike emails or automated phone systems, WhatsApp offers a direct and informal communication channel. This fosters a more personal connection, making customers feel valued and heard. Additionally, if a customer wants to modify or cancel their booking, they can do so easily. Customers would just need to message the business of the changes. #### WhatsApp Business Appointment Booking: Improve Efficiency For your team, the introduction of WhatsApp Appointment Booking is a game-changer. Automating the appointment scheduling process significantly reduces the manual workload. This automation frees up your staff to focus on more critical aspects of your business. This improves overall operational efficiency. Additionally, the real-time nature of WhatsApp ensures immediate updating and scheduling, minimizing the chances of errors and delays in the booking process. While WhatsApp doesn’t natively support appointment bookings, you can use the [Workflows automation builder](https://help.respond.io/workflows/workflows-overview) to set up automatic WhatsApp appointment bookings. If you would like to see this feature, upvote this [feature request](https://respond.canny.io/feature-request/p/business-problem-meetingappointment-booking) for native support. In the meantime, let’s explore how to set up appointment bookings using respond.io and its advanced automation builder. ### How to ask for an Appointment Booking on WhatsApp We’ve designed this user-friendly and straightforward workaround to set up appointment bookings in WhatsApp. It simply requires you to send a Calendly, a platform that specializes in appointment scheduling, or a Google Calendar link to customers. You can send these links manually. > Before you automate this process, you’ll need a WhatsApp API account connected to a respond.io account. Here’s a basic sample of a Workflow to set up an appointment on WhatsApp **1\. Click** the *Workflows* icon on the left panel. ![WhatsApp%20business%20appointment%20booking%3A%20Go%20to%20Workflows](https://images.ctfassets.net/ph8r57dk1q9w/1SRBYPnIzqwNWi40gZUVgS/ca8520b3f649422b04e7a838e8493ce2/whatsapp-booking-appointment-ss1_89ff9d7a1fbc797d1eeb8590ad64ae7a.jpg) **2\. Select** *\+ Add Workflow*. ![Click%20on%20the%20Add%20Workflow%20button](https://images.ctfassets.net/ph8r57dk1q9w/2RlZYSr7UplJrX2M2CwaTQ/9ab24ebb1144b2fdc85432459cf06a50/whatsapp-appointment-booking-ss2_2298159f1d144569b3d4e65917ebb70f.jpg) **3\. Click** Auto Responder on the left and then click *Simple Chat Menu > Use Template*. ![Pick%20the%20Simple%20Chat%20Menu%20template%20to%20begin](https://images.ctfassets.net/ph8r57dk1q9w/7vOz8QYkxj91FtEGBRlGQo/f3018590e48540d48c7f730ff86146b5/whatsapp-appointment-booking-ss3_86b8a4fd10d5780e97f6a95ba70fa643.jpg) **3a. Configure** the Channel from Last Interacted Channel to WhatsApp API channel. If you only use WhatsApp API, you can move on to the next step. ![Change%20the%20Channel%20from%20Last%20Interacted%20Channel%20to%20a%20WhatsApp%20API%20account](https://images.ctfassets.net/ph8r57dk1q9w/58iHppePzKZm1VAP0MhTMh/0c056ef22c7519862d3046d5814f4655/whatsapp-appointment-booking-ss3a_1421ca95a12718127a5dc6ea901242f7.jpg) Choose one of the branches to automate your appointment bookings. **4\.** Edit the text under Message Content and include your link here. ![Include%20your%20calendar%20booking%20link%20in%20your%20message](https://images.ctfassets.net/ph8r57dk1q9w/1kp2JOe7PnzmgVJV3gy0kD/a35c84c2f911e8c81bf516eaa2456746/whatsapp-appointment-booking-ss4_7b2d20bb4094f166a145135ad697e77d.jpg) You can configure the rest of the branches as needed. Once, you’re done, press *Publish* to start the Workflow. Alternatively, you can also select the [Click-to-Chat Ads: Assignment](https://help.respond.io/workflows/workflow-triggers#trigger_click_to_chat_ads) if you want to [streamline the meeting booking process](https://help.respond.io/capture-conversations/streamline-meeting-scheduling-via-ctc-ads) for leads generated from Meta [click-to-chat ads](https://respond.io/blog/whatsapp-ads#toc-mobile-1). Now that you’re familiar with the setup process to schedule appointments on WhatsApp, let’s look at the best practices. ### WhatsApp Business Appointment Booking: Best Practices Automating your appointment booking process is great, but it’s not the be-all and end-all. You’ll also need to keep in mind of ![Follow%20these%20best%20practices%20when%20making%20a%20WhatsApp%20Appointment%20Booking](https://images.ctfassets.net/ph8r57dk1q9w/72XzMyKZ934xVN42g6vTRn/c96717f6f5f3a2671620217e0273499f/7_6427c33c64c2e0088d1f164355a98230.jpg) #### Send Appointment Reminders and Confirmations Utilizing WhatsApp to send appointment reminders and confirmations is an effective strategy to minimize no-show rates. By directly reaching out to customers on a platform they frequently use, businesses ensure that appointment details are conveniently accessible. This approach can be enhanced by including links to manage or modify appointments, thus simplifying the process for the customer. You should also consider using the [WhatsApp Business Calling API](https://help.respond.io/whatsapp/whatsapp-business-calling-api) for sending reminders. Regular reminders, like a day before and an hour before the appointment, can significantly reduce the likelihood of no-shows. #### Offer Quick and Easy Scheduling The goal is to make the scheduling process as effortless as possible for the customer. This can be achieved by implementing user-friendly interfaces for appointment booking, providing clear availability options and minimizing the steps required to confirm an appointment. If you want a more effortless option, configure your AI Agent to check availability via live API calls and send calendar links when the customer is ready to book. With the Cal.com integration, agents can also view a contact's upcoming and past meetings directly in the Inbox and share the correct booking link from a dropdown without switching tabs. Streamlined scheduling not only enhances customer experience but also reduces the administrative burden on the business. #### Deliver Prompt Responses Quick response times to customer inquiries and requests for appointment changes are crucial in maintaining customer satisfaction and efficiency. By promptly addressing these needs, businesses demonstrate their commitment to customer service and adaptability. This can be facilitated by AI Agents for common inquiries and a dedicated support team for more complex issues. Agents can leverage the [WhatsApp Business Calling API](https://help.respond.io/l/en/whatsapp/whatsapp-business-calling-api) for lengthy or complex discussions, minimizing customer frustration and accelerating decision-making. #### Set Up Away Messages for Assistance For instances where live assistance is required for booking or rescheduling appointments, setting up informative away messages is vital. These messages can inform customers about operation hours and provide guidance on when they can expect a response. This approach helps manage customer expectations and maintains communication transparency. #### Integrate WhatsApp with CRM Automating the initial inquiry and booking processes through chatbots can significantly enhance efficiency. When WhatsApp is integrated with a Customer Relationship Management (CRM) system, it creates a seamless workflow for managing appointments and customer data. This integration enables businesses to track customer interactions, preferences and history, leading to personalized service and better appointment management. Now, let's look at how managing appointments on WhatsApp has worked for a beauty business. ### How EMAX Beauté booked 18× more appointments with WhatsApp EMAX Beauté, a multi-brand beauty and wellness group in Kuala Lumpur, used WhatsApp as its primary appointment booking channel to turn high chat volume into real conversions. With thousands of leads coming from Meta and TikTok ads, the challenge wasn’t demand—it was responding fast, filtering spam and securing bookings before interest dropped. By centralizing WhatsApp conversations and automating lead handling, EMAX was able to respond 75% faster, engage customers while intent was high and dramatically reduce friction in the booking process. Instead of pushing customers to forms or calls, agents confirmed availability, answered questions and booked appointments directly in WhatsApp—often collecting payment in the same conversation. WhatsApp also played a critical role in improving lead quality. By sending conversion data back to Meta via CAPI, EMAX reduced spam leads by 60%, ensuring agents focused on genuine prospects who were more likely to book. With clear visibility into lead stages and faster follow-ups, WhatsApp became a high-conversion channel rather than just a messaging inbox. **The result:** EMAX increased appointments booked via chat by 18×, proving that when WhatsApp is used as a real-time booking and conversion channel—not just for inquiries—it can significantly outperform traditional appointment flows. You can achieve similar success with respond.io, an AI-powered customer conversation management software. Let’s check that out next. ### Quick Wins with Respond.io We’ve talked about how you can use respond.io’s advanced features to enable a WhatsApp Business appointment booking. Now, let’s take a look at the other features on respond.io that businesses use in their daily operations. #### Reduce First Response Time and Maintain High-Traffic Ads [E4CC](https://respond.io/customers/how-e4cc-consolidated-22-siloed-regional-offices-on-one-platform), an English language training provider for Latin Americans, faced challenges in managing operations across different locations and needed to improve its conversational support methods due to high-resolution times. After implementing respond.io, E4CC consolidated its regional operations onto a single platform, leading to an 80% decrease in first response time and improved engagement and resolution efficiency through WhatsApp support. They also recognized the effectiveness of click-to-chat ad campaigns as the primary driver of new student sign-ups and have retained WhatsApp as the channel for sales use. #### Monitor Performance [Contable.app](https://respond.io/customers/how-contableapp-achieved-30-percent-higher-customer-retention-by-switching-to-shared-omnichannel-inbox), a Chilean bookkeeping company, faced challenges in managing customer communications. Initially, their accountants used personal WhatsApp accounts for client interactions, causing issues like a lack of oversight by managers. Since adopting respond.io, managers can oversee and guide accountants' customer interactions, ensuring clear communication. This system also helps manage and follow up on all customer conversations efficiently, addressing previously common issues of neglected chats. Of course, there’s a ton more for respond.io to offer like Respond AI, a conversational AI that improves your responses, gives quick replies and automatically answers customer inquiries. If you’d like to use this feature and schedule appointments over WhatsApp, sign up for a [free respond.io account](https://app.respond.io/user/register). ### Further Reading If you liked this read and want to learn more about WhatsApp, here are more articles for you: - WhatsApp API: The Ultimate Guide to WhatsApp Business API - A How-to Guide on WhatsApp Template Messages - WhatsApp for Education: A Comprehensive Guide to WhatsApp Education ## [WhatsApp Auto Reply in 4 Easy Steps: Full Guide (+18 Samples)](https:/respond.io/blog/whatsapp-auto-reply) Want to know how WhatsApp auto reply benefit your business? In this article, we'll detail what WhatsApp auto reply is, the benefit of using it and how to set it up on WhatsApp Business App and WhatsApp Business API. Looking to set up WhatsApp auto reply for your business or for your [WhatsApp marketing](https://respond.io/blog/whatsapp-marketing) needs? You've come to the right place. In this article, we’ll explain what WhatsApp auto reply is, how to set it up on the WhatsApp Business App and WhatsApp Business API, and provide you with sample WhatsApp auto reply messages. ### What is WhatsApp Auto Reply? Auto reply in WhatsApp is a feature that enables businesses to send automated messages when they are not available to respond to incoming WhatsApp messages. ![This%20image%20describes%20the%20two%20types%20of%20auto%20replies%20you%20can%20send%20on%20WhatsApp.%20There%20are%20greeting%20messages%20and%20away%20messages.%20You%20don%27t%20need%20a%20WhatsApp%20auto%20reply%20bot%20to%20send%20WhatsApp%20auto%20reply%20message.%20](https://images.ctfassets.net/ph8r57dk1q9w/32Trjr8h0whZqjGW6l1HCw/650360c6946a5770fc39d3d535efebd2/WhatsAppAutoReplyImage01_30016ac60e00b15707eda392e5615f02.png) There are 2 common types of auto reply messages for WhatsApp: - Greeting messages: Welcome messages that businesses send when customers start a conversation for the first time or after 14 days - Away messages: Messages that respond to customers outside of business hours As a business owner, auto reply messages are a handy feature. In the next section, we’ll explain how it helps your business. ### 5 Benefits of WhatsApp Auto Reply People expect communication via [instant messaging](https://respond.io/blog/instant-messaging-for-business) to be immediate, no matter the time of day. However, this is not always possible due to limited operating hours, shortage of manpower, long waiting queues and more. WhatsApp has rolled out a solution in the form of auto replies. Businesses can enhance customer service by informing customers of their availability and also improve response times to [increase customer satisfaction](https://respond.io/blog/csat-customer-satisfaction-score). ![This%20image%20talks%20about%20the%20benefits%20of%20using%20WhatsApp%20auto%20reply%20for%20your%20business%2C%20including%20manage%20customers%27%20expectations%2C%20make%20a%20strong%20first%20impression%20and%20collect%20customer%20information.%20](https://images.ctfassets.net/ph8r57dk1q9w/28gF4eAz5jSaDMCg6keJYU/1ab08d631e5e2f41100ce8947f96c612/WhatsAppAutoReplyImage02_0ec04ae77bba4bc617a6291b2a983a1c.png) There are many upsides to using auto replies for WhatsApp, but we’ll point out the 3 main ones. #### 1\. Manage Customer Expectations Set response time expectations by informing customers about your availability. #### 2\. Make a Positive First Impression First impressions matter. A quality, fast reply to a customer inquiry sets the tone for the rest of the customer’s journey with your business. It reduces the chances of your customer dropping off, reducing the chances of lost sales. #### 3\. Collect Customer Information Collect customer information with a [pre-chat survey](https://respond.io/blog/pre-chat-survey) for agents to follow up on the conversation. But that’s not all. We have two bonus benefits that you stand to gain from using a WhatsApp auto reply. #### 4\. Increase Sales Opportunities By automating routine replies, like FAQ answers, businesses can ensure that they never miss a sales opportunity, even when your team is unavailable. Auto replies can help move a lead along the customer journey with minimal resources. #### 5\. Reduce Labor Cost By automating common responses, businesses can reduce the need for a large support team, saving on labor costs while maintaining efficient customer service. Additionally, auto-replies can handle increased inquiries seamlessly during promotions or seasonal spikes without requiring additional resources, ensuring consistent engagement even during high-demand periods. ### How to Set Up WhatsApp Auto Reply on WhatsApp Business App Businesses create auto-replies to assure customers that they’re not neglected in managing response time expectations and improving the customer experience. However, it is only available for [WhatsApp Business solutions](https://respond.io/blog/whatsapp-business). Businesses can set up auto-replies for inbound messages on WhatsApp via: - WhatsApp Business App - WhatsApp Business API ![This%20image%20shows%20that%20businesses%20can%20set%20up%20auto%20replies%20for%20inbound%20message%20on%20WhatsApp%20via%20WhatsApp%20Business%20App%20or%20WhatsApp%20Business%20API.%20](https://images.ctfassets.net/ph8r57dk1q9w/4W5JhPjwAg8z54cK46tCjx/3a0941e58f5a41172e5194d1c1c0f490/WhatsAppAutoReplyImage03_c170edcecd700061e38ee223f0964ba5.png) Let’s start with the WhatsApp Business app. In the WhatsApp Business app, there are 2 kinds of WhatsApp auto-reply messages you can create: Greeting messages and away messages. Open the WhatsApp Business app and follow the steps. #### Set Up a Greeting Message ##### **Step 1: Go** to *Business tools* ![On%20the%20WhatsApp%20Business%20App%2C%20go%20to%20Business%20tools%20and%20the%20select%20Greeting%20message](https://images.ctfassets.net/ph8r57dk1q9w/3b526SRjk75JqoaHR8WdUB/ecd129b07550fc9cbfae69502db69dbf/ss1_4e37bc11e277a61ce456a5b62375042d.PNG) ##### **Step 2: Enable** *Greeting Message* ![Go%20to%20Greeting%20message%20and%20turn%20on%20the%20toggle](https://images.ctfassets.net/ph8r57dk1q9w/ZpcOmeeph4UvrCTvD2GRK/ed06c8a9f793c0fb7d9e8d70a638c3ad/ss2_5e2a87a57eaf2125fdb4d2e40ae37b41.PNG) ##### **Step 3: Craft** your Message ![After%20that%2C%20craft%20and%20personalize%20your%20message](https://images.ctfassets.net/ph8r57dk1q9w/3TmlXPFaakLmDcdgWpUZFo/807954b98ce3f2eed611b6be48964566/ss3_1e1ccf893efd6429e23c765ba99faf13.PNG) ##### **Step 4: Choose** Recipients ![Lastly%2C%20select%20your%20audience%20to%20receive%20the%20auto%20reply%20message](https://images.ctfassets.net/ph8r57dk1q9w/1WHu12XRaZkBLDUQXr0FWB/265e1e64e19f663267707ca3ec2eea23/ss4_841c522f95b5f01ef4554eaab3b52274.PNG) #### Set Up an Away Message ##### Step 1: Go to *Business Tools >* Select *Away Message* ![Step%201%3A%20Select%20Away%20message%20from%20the%20Business%20tools%20settings](https://images.ctfassets.net/ph8r57dk1q9w/BcNj7VIZIWWNkeJ7kFcmK/68cd69ff6fb3cff2f445c5df76d81381/ss1_f9fe8649e343a01f2849e40d74238eb6.PNG) ##### Step 2: Personalize your Message ![Then%2C%20draft%20and%20personalize%20your%20away%20message](https://images.ctfassets.net/ph8r57dk1q9w/2jpN1gvtaOMlxQZ8EYX6hM/90c74c970511c8c0bb4d5bd72047b880/ss2a_4883f6895604fa8cf1c4c08d81738a1f.PNG) ##### Step 3: Set Your Schedule You can select the time your messages are sent out in three ways. ![Set%20the%20schedule%20for%20away%20messages%20to%20be%20sent](https://images.ctfassets.net/ph8r57dk1q9w/7GSAXQAxBDu6sEreiPgSF3/8c969811c528120f7c963962690d95c4/ss3aa_f55f900d8d60d9a26de82730c2605077.PNG) 1. Always send: Use this if you’re available for an extended period. 2. On a custom schedule: This is for auto replies that should be sent at a particular time of day. 3. Outside your business hours: Set this when your business isn’t in operation. ##### Step 4: Choose Recipients ![Choose%20the%20audience%20you%20want%20to%20receive%20your%20away%20message](https://images.ctfassets.net/ph8r57dk1q9w/22Ryu0LbhLvuQrERNb9OxN/a7cd946d4629155f4a542220e99e8a71/ss4a_1a02081562af0711e8ab7179c9df6cd8.PNG) This is sufficient if you’re running a small business. However, there are limitations if you want to scale or need more powerful automation features. ### 4 Limitations of WhatsApp Auto Reply with WhatsApp Business App Even though WhatsApp auto replies have much to offer businesses, they should be aware of their shortcomings as well. Let’s check that out next. #### Limited Personalization Options for Complex Scenarios Customization options are limited. While you can personalize messages, they can only go so far. Personalization options are limited to items like the customer name. At the end of the day, there’s only so much WhatsApp Business App can do. Its auto reply feature can only welcome a new customer and announce that your business is closed and when to expect a reply. #### No Follow-Up Messages or Advanced Features Auto replies only work as an initial response. They can’t follow up on customer inquiries. Ensure your customers know an agent will follow up with them in the auto reply message. #### Risk of Miscommunication While auto replies are designed to ensure quick responses, sending generic responses may not address the customer’s query accurately, leading to frustration or confusion. Auto replies on WhatsApp Business App are unable to adapt to changing contexts or clarify ambiguous customer messages, often requiring manual intervention. #### Limited Analytics and Insights There’s no way to track the performance of auto replies on the WhatsApp Business App. Metrics like number of messages sent or engagement rates aren’t available on the app So how can businesses overcome these limitations on the WhatsApp Business App? ### The Solution? Use WhatsApp API for Auto Replies Integrating [WhatsApp API](https://respond.io/blog/whatsapp-business-api) with a chatbot like respond.io’s AI Agent is the best option for medium and large businesses. Here are some reasons why. #### Advanced Customization Options WhatsApp API allows for advanced customization options, meaning you can tailor responses to specific customer needs and preferences, enhancing the user experience. Moreover, you can even configure [WhatsApp schedule messages](https://respond.io/blog/whatsapp-schedule-message) and [WhatsApp bulk messages](https://respond.io/blog/whatsapp-bulk-message) depending on your needs. #### Reduced Response Time Chatbots can provide instant responses to customer inquiries, improving the overall customer experience and preventing frustration from long waiting times. #### Improved Lead Nurturing and Engagement The WhatsApp API supports advanced automation features that enable businesses to nurture leads effectively and engage customers throughout their journey. Send timely messages to guide leads through the sales funnel or provide additional information. #### Integration with Other Tools for Seamless Workflows The WhatsApp API seamlessly integrates with various business tools, enabling efficient workflows and a unified customer experience. Integrate software like [CRMs and e-commerce platforms](https://help.respond.io/e-commerce-crm-integrations) and even other automation software like [Zapier](https://help.respond.io/integrations/zapier) and [Make](https://help.respond.io/integrations/make), but don’t forget to ensure they’re a [WhatsApp CRM](https://respond.io/blog/whatsapp-crm)! #### Enhanced Automation with respond.io AI Agent For even more powerful automation, you can use respond.io’s **AI Agent**. Unlike simple chatbots or basic auto-replies, [AI Agents](https://respond.io/help/ai-agents/getting-started-with-ai-agents) are fully autonomous—they handle complex conversations, draw from knowledge sources, collect information, and trigger actions within workflows. - Escalation to humans: AI Agents detect when a conversation requires human assistance and automatically escalate it to the right team member, ensuring smooth handovers. - Lead capture and updates: They collect lead information like names, emails, preferences, and intent, updating contact fields and Lifecycle stages in real time and can trigger more advanced Workflows like sending HTTP requests or updating Meta's Conversion API. - Automated follow-ups and nudges: AI Agents can send context-aware nudges and follow-ups, keeping conversations moving without manual intervention. - Conversation closure and summaries: They can close conversations automatically and generate concise summaries for follow-ups, keeping your inbox organized and providing your team with the context they need. This enables businesses to deliver **24/7 personalized support**, handle leads efficiently, and maintain engagement—far beyond what basic auto-replies can achieve. ### How to Set Up WhatsApp Auto Reply with WhatsApp API in 4 Steps In this section, we’ll show you how to set up auto replies on WhatsApp API on respond.io, an AI-powered customer conversation management software. #### Step 1: Connect Your WhatsApp Account to the API You’ll need to connect a [WhatsApp API Account to respond.io](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start#connecting_whats_app_business_api). You don’t have a WhatsApp API account yet? Here’s [how to get one in minutes](https://respond.io/blog/how-to-get-whatsapp-api#toc-mobile-5). #### Step 2: Create Auto-Reply Templates Once done, open respond.io and navigate to *Workflows* > *All Templates*. ![This%20image%20shows%20how%20to%20select%20an%20Away%20Message%20with%20Business%20Hours%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/mnIWxdyZGUerPCjDXeIMP/65140b5355254ba44ee2acb5e441bec5/screenshot-2024-05-21-at-70346-pm_1ddf53ecde7ce195dfeb4937dda4554e.png) While you can build a Workflow from scratch, this Workflow template will set you up for an easy start with a WhatsApp auto-reply chatbot. #### Step 3: Add Auto-Replies to Workflow Automations Here you’ll be able to read the template description and view the Workflow draft. As you can see, this template comes with a welcome and an away message that will trigger depending on your business hours. ![This%20image%20shows%20how%20to%20view%20a%20Workflow%20template%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/6tZBy48MXvCIQ63fkzxqV5/548cd8c8e3cf8149c11faef51c8ef109/screenshot-2024-05-21-at-70359-pm_a885cb05fc733fcdafbf57c8aa53de5d.jpg) You can customize virtually anything in your Workflow. Start by specifying your business hours in the [Date & Time](https://help.respond.io/workflows/step-date-and-time) [Step](https://help.respond.io/workflows/step-date-and-time). Then, edit the welcome and away messages. #### Step 4: Test and Optimize Your Auto Replies Lastly, you should review the performance of your auto replies. If customers reacted poorly to auto replies, then you should tweak the copy. Repeat this process until you get the desired outcome. > You can also use respond.io’s AI Agent to automatically reply to customer inquiries and route to the appropriate teams. With this, you’ve created a simple WhatsApp auto reply Workflow to handle inbound messages. ##### What if I Don't Want to Lose the WhatsApp Business App? To use WhatsApp API, businesses typically need a phone number that’s not linked to any existing WhatsApp account and a Meta Business Portfolio. Then, they’ll choose a WhatsApp Business Solution Provider (BSP), like respond.io, to get access to a WhatsApp API account. However, we understand that switching from the WhatsApp Business App to the API can feel like a big leap — especially if you’re used to the app and don’t want to risk losing your chat history or contact list. That’s why WhatsApp Coexistence is a game changer. It allows you to use the same phone number for both the WhatsApp Business App and WhatsApp API. You can keep your familiar interface, continue accessing chat history on the app, and still unlock the benefits of WhatsApp API on respond.io — including multiple users, automation, CRM integrations, AI-powered assistance, and more. So, if you're hesitant about going all in on the API, this new feature lets you try it with zero commitment. You can always switch back to just using the app if needed. Want to get started? [Sign up for a free respond.io account](https://app.respond.io/user/register) and experience the best of both worlds. Now that you know how to set auto reply in WhatsApp, you’re ready to go right? Not until you look at the best practices when creating one. ### 5 Best Practices for WhatsApp Auto Reply It’s crucial to get every message right, even for auto-replies. Avoid impersonal or generic messages, as customers will expect a human-sounding interaction. Here are 5 practices you can follow to craft a simple yet effective auto-reply message: #### 1\. Acknowledge Receipt of Customer’s Message Use auto-reply messages to acknowledge the receipt of a customer's message, assuring them it's been received and will be addressed. #### 2\. Give a Clear Timeframe for Follow-up Let users know if they can expect a reply during working hours or if there is a delay. Specify this delay and avoid phrases like “We’ll get to you as soon as possible.” #### 3\. Keep Messages Clear and Concise Keep replies brief and to the point. Only include essential information that is presented in a clear, easy-to-understand manner. #### 4\. Personalize Every Message Make each message feel personal. Use your customer's name and other relevant details to send personalized messages. On respond.io, you can use placeholders called [dynamic variables](https://help.respond.io/dynamic-variables/dynamic-variables) to include customer names, dates, order numbers, and more. #### 5\. Maintain Your Brand Tone and Voice Ensure your WhatsApp auto-reply messages reflect your brand's unique voice. Tailor the tone, language, and content to align with your brand's personality and values, enhancing customer recognition. With these best practices in mind, we’ve provided message samples that you can use for various situations. ### 18 Sample Messages for WhatsApp Auto Reply: A WhatsApp auto reply should be tailored to different situations or desired outcomes. Here are 18 WhatsApp auto-reply message samples that you should use. #### Welcome Messages 1. "Hello 👋! Thank you for reaching out to [business name]. How can we assist you today?" 2. "Hi there! Welcome to [business name]. We have all your IT needs under one roof. Let’s get started. 😃" 3. "Greetings from [business name]! We're here to help. Tell us more about what you're looking for." #### **After-Hours Messages** 1. “Hey there [name]! Thanks for reaching out to us. We’re currently out of the office. We’ll reach out to you as soon as we can.” 2. “You’ve reached us while we’re away. 😟 We’re available every day from 9:00 a.m. to 6:00 p.m. We’ll be happy to assist you when we’re back.” 3. "Hi! Thanks for messaging. We’re currently away for the weekend. For any urgent matters, please contact [insert emergency contact details]." #### **Holiday Greetings** 1. “Merry Christmas!🎅🎄We’re away for the next few days and will return on [date]. We look forward to serving you when we’re back. 🙂” 2. “Season’s Greetings from all of us at [Your Business Name]! Wishing you joy, health, and happiness this holiday season. How can we help you today?” 3. Happy Holidays [name]! Type in [code] when you check out to claim your [discount] today!” #### **Lead Capture Messages** 1. “Looking to learn more about [Your Product/Service]? Leave your details, and we’ll send you everything you need to know!” 2. “Hey there! 👋 We’d love to share exclusive offers and updates with you. 🛍️ Just let us know the product you’re interested in to stay in the loop! 🔄” 3. “Want extra deals? Got questions or need more info? 🤓 Drop your details here, and we’ll get back to you in no time! ⏳” #### **Feedback Requests** 1. “We value your opinion! 🗣️ How was your experience with us? Let us know so we can serve you better. 👍” 2. “How did we do today? Let us know—it only takes a moment, and it helps us improve your future experiences!” 3. “We hope you enjoyed [specific product/service]! Tell us what you think—we’re always looking to improve.” #### Product or Service Updates 1. "Hey there! Thanks for contacting us. Check out our hot new product [insert product name and link]. Order now and receive 10% off your first purchase!" 2. “Exciting news! 🎉 We’ve just launched [New Product/Service]. Check it out and let us know what you think!” 3. “Big news! 🗞️ We’ve got something special for you: [Product/Service Update]. Ready to experience it? 🌟” Are these not enough? Don’t worry. We have an article that includes [even more WhatsApp auto reply message samples](https://respond.io/blog/whatsapp-auto-reply-message-sample) you can use for inspiration. As you can see, setting up auto replies on WhatsApp is more than just a convenience. It's a strategic move to enhance customer interaction. With our samples and guidelines, you’re well-equipped to create auto replies that resonate with your customers and reflect your brand’s unique voice. So, what are you waiting for? Start sending WhatsApp auto reply messages on the leading [Conversational AI Platform](https://respond.io/blog/conversational-ai-platform) and badged Meta Business Partner. [Sign up for a free respond.io account](https://app.respond.io/settings/channels/connectChannel/whatsapp_business) and [connect your WhatsApp API account](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start#connecting_whats_app_business_api) to get started today. ### Further Reading Do you want to find out more about how WhatsApp can benefit your business? Check out these articles below: - How to Use WhatsApp Interactive Message - A Guide to Setting Up WhatsApp QR Code for Your Business - How to Close Sales on WhatsApp ## [WhatsApp Auto Reply Message Sample for Business: A How-to Guide ](https:/respond.io/blog/whatsapp-auto-reply-message-sample) Improve customer interactions with a WhatsApp auto reply message sample for your business. Learn how you can increase engagement, save time, and provide valuable information. Are customers dropping off because you’re taking too long to reply? Thankfully, you’ve landed in the right place. With people relying more and more on WhatsApp and other messaging apps to communicate, they expect instant replies from the businesses they engage with. However, agents might be unable to reply immediately due to high message volume or after business hours. This is where WhatsApp auto replies come in handy. This guide provides an overview of auto reply messages, including a WhatsApp auto reply message sample for different use cases and instructions for setting them up on the WhatsApp Business App and WhatsApp API. ### What is WhatsApp Auto Reply? [Auto reply in WhatsApp](https://respond.io/blog/whatsapp-auto-reply) is a feature that enables businesses to send automated replies to acknowledge customers' messages or set response time expectations if agents are unavailable to respond to incoming WhatsApp messages. This could be a [greeting](https://respond.io/blog/whatsapp-greeting-message) or an away message for your business. In the next section, we’ll show you some WhatsApp auto reply message sample that you can use. ### WhatsApp Auto Reply Message Sample for Business Agents have to manage customers in all kinds of situations. With WhatsApp Business, you can create a wide range of auto reply messages that work best for you. ![Types%20of%20WhatsApp%20auto%20reply%20message%20sample%20for%20business](https://images.ctfassets.net/ph8r57dk1q9w/Ip45UM0s5B3rCsVHx66Mh/803446496a7a53b53cf576296085da22/how-to-whatsapp-auto-reply-samples-image-01_3789c5f572c601fe1f7bf646c3a467ef.png) Here are some of the best auto reply message samples for WhatsApp that can be applied to various use cases, from general replies to customer support. #### General Replies - “Hi [name]! Thanks for reaching out to us. We’ll be with you shortly.” - “We’re currently experiencing a high volume of chats and may not be able to respond immediately. We will get back to you as soon as we can.” - “Hey! We’ve received your message and will contact you within 2 hours.” - "Hello there! We wanted to let you know we got your message and will be in touch before we close at [time]." #### Out of Office or Non-business Hours - “Hey there [name]! Thanks for reaching out to us. We’re currently out of the office. We’ll reach out to you as soon as we can.” - “You’ve reached us while we’re away. 😟 We’re available every day from 9:00 a.m. to 6:00 p.m. We’ll be happy to assist you when we’re back.” - “Merry Christmas!🎅🎄We’re away for the next few days and will return on [date]. We look forward to serving you when we’re back. 🙂” - "Hi! Thanks for messaging. We’re currently away for the weekend. For any urgent matters, please contact [insert emergency contact details]." - "Hey there! Thanks for your message. I'm on a getaway, but I'll get back to you soon after I’m fully recharged. Thanks for your patience!" #### Product or Service Inquiries - “Thank you for contacting our store! Our team will be happy to help you with your inquiry. We'll get back to you with more information shortly.” - “Hi [name]! Thank you for your interest. We’ll get back to you shortly with more information.” - “Thanks for messaging us! Our team will be with you within the hour. While you wait, please take a look at our product catalog here [link]. - "Hey there! Thanks for contacting us. Check out our hot new product [insert product name and link]. Order now and receive 10% off your first purchase!" #### Customer Support - “Thanks for reaching out! You can be assured that we’ll handle your request within an hour.” - “Hi there! Thank you for contacting our support team. We're on it and will get back to you ASAP. In the meantime, have a great day 🙌!” - “Hey [name]! Our support team is on the case and will respond to your message shortly. Thank you for your understanding!” Edit or tweak these samples as much as you want so that they fit your needs. Now that you’ve got an idea of what a WhatsApp auto reply message sample looks like, what’s next? ### Tips for Effective Auto Reply Messages If these samples don’t suit your needs, then here are a few tips you can use in any situation. Here are 3 tips to keep in mind when creating auto reply messages. 1. Keep it short and simple - Your auto reply message should be short, clear and to the point. 2. Set expectations - let your customers know when they can expect a response to reduce frustration if you are not able to respond immediately. 3. Add a personal touch - customers or prospectives appreciate when you make it sound like you’re talking to them. You now have a good idea for crafting auto reply messages, but how do you set them up? Let’s take a look at that next. ### How to Set Auto Reply in WhatsApp Setting up auto reply messages is simple, but first, you need to choose the right WhatsApp Business product. ![How%20to%20set%20up%20auto%20reply%20in%20WhatsApp](https://images.ctfassets.net/ph8r57dk1q9w/42XV4702ioVbP4bWitYhEm/629a75317d8b99a5a4570bc6965ed2db/how-to-whatsapp-auto-reply-samples-image-02_f3c0f2ea6dce153d018f4a897b7dcb3e.png) If you’re a sole proprietor or have a small team of 5 or fewer, then you should use the [WhatsApp Business App](https://respond.io/blog/whatsapp-business-app). But if there are more than 5 users, you need to use [WhatsApp Business API](https://respond.io/blog/whatsapp-business-api). Let's start by setting up auto reply on the WhatsApp Business App in just a few easy steps. #### Set Up Auto Reply on WhatsApp Business App Setting up an auto reply message on the WhatsApp Business App is a very simple process. Just follow these steps: 1. Open the WhatsApp Business App and tap on the three dots in the top right corner. 2. Tap on Settings, then on Business Tools, and then on Away Messages. 3. Turn on the toggle switch next to Send Away Message. 4. Tap on the pencil icon to create your custom auto reply message. ![How%20to%20set%20up%20auto%20reply%20messages%20in%20WhatsApp%20Business%20App](https://images.ctfassets.net/ph8r57dk1q9w/23Dey7zdqb5lHBskOPkARS/e4e1f6e5905ee0390def39ed953677c3/waba-autoreply-message_ef7f5b8b426acd02d47e50d23fbf1118.jpg) Once the auto reply message has been created, it will be sent to anyone who messages you while you are away. At this point you can also [schedule this WhatsApp message](https://respond.io/blog/whatsapp-schedule-message) to contacts so they only receive this message when you’re away. Next, let’s set up auto reply on the WhatsApp Business API. #### Set Up Auto Reply on WhatsApp Business API on respond.io As WhatsApp Business API doesn’t have a user interface, you’ll need to [connect it to a customer conversation management software](https://help.respond.io/whatsapp/whatsapp-business-api-quick-start) like respond.io to send and receive messages. Here’s how you can [set up auto reply messages](https://help.respond.io/quick-start/automated-welcome-and-away-messages#send_welcome_and_away_messages_based_on_business_hours) on respond.io. 1\. **Select** *Workflow*s on the side navigation menu and click on the *Add Workflow* button. ![Adding%20Workflows%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/7C3YLhSr6kj4BBHWsmEZg8/1b27c5dade0935e09089b276fc8408d8/adding-worflows_e948baf2e6bd24ea14bbea6841e39ed6.jpg) 2a. **Send** a welcome message by clicking on the *Welcome Message* Workflow Template then *Use Template*. ![Set%20up%20welcome%20message%20template](https://images.ctfassets.net/ph8r57dk1q9w/5E6FVIwbKBy8YwzLNtivyu/2546972900f23cbaeb128f51ac3c49d6/welcome-1_f94ec572e0d368b8e7b1cfa1ffab346b.jpg) 2b. **Send** an away message by clicking *Away Message* Workflow Template then *Use Template*. ![Set%20up%20away%20message%20template](https://images.ctfassets.net/ph8r57dk1q9w/4RMe28yiRQ17xZXu8JRHM2/63670ac50752a57343c3ebb42e4b8c5c/away-1_aa8b1019f76e003f8f6400b591475d15.jpg) The Workflow template is set up with a [Trigger and the Send a Message step](https://help.respond.io/quick-start/automated-welcome-and-away-messages#send_a_basic_automated_reply_when_a_contact_opens_a_conversation). This sends an automated reply to Contacts when a conversation is opened. ![Use%20WhatsApp%20auto%20message%20reply%20sample%20for%20business](https://images.ctfassets.net/ph8r57dk1q9w/6kGdk6n3aubmoCfO6iJMD3/f3e4bd2273f1e7275ade8dd0a95495f9/trigger_7e0267fd05894e8405b155be22699e04.png) 3\. **Click** the *Welcome Message* or *Away Message* Step to edit the message. Select WhatsApp as the channel to set up welcome or away messages only on WhatsApp. Alternatively, leave the channel selection to the default *Last Interacted Channel* if you would like these messages to be sent on all connected channels. Ensure the Message Type is set to Text. Finally, click *Save* and *Publish* to activate the Workflow. ![Use%20one%20of%20the%20WhatsApp%20auto%20reply%20message%20sample%20from%20above](https://images.ctfassets.net/ph8r57dk1q9w/jsiAgADprhR0CnzajHxeO/2a7b58d0d0f71ed1be2b4206f1dc00eb/away-2_ed230a49410a4395d2a8d5b2cbd3afee.png) As away messages let customers know that no one is currently available, turn this Workflow on when agents are all away and turn it off when they’re back online. If your business doesn’t operate 24/7, you should set up an automated away message based on your business hours. #### Set Up Away Message Based On Business Hours With respond.io, it’s easy to set up an automatic, comprehensive away message based on your operating hours. 1\. **Select** Workflows in the side navigation module then click on the *Add Workflow* button. ![Add%20workflows%20in%20respond.io](https://images.ctfassets.net/ph8r57dk1q9w/42crgPKugbI1G3IbjKQSFv/8880330548a07218b1583623d8d87484/adding-worflows_575708644ae88e279bfaad2a7a154694.jpg) 2\. **Click** *Away Message* with *Business Hours*, then click on the *Use Template* button. ![Selecting%20Away%20Message%20with%20Business%20Hours](https://images.ctfassets.net/ph8r57dk1q9w/5mlrEdgeejXJaouFPqPvGa/73bef9393eaba4e9c9d599b7118a48ce/awaywbh_61d4195a7d084801825b7e13927a7fe3.jpg) The Workflow template is set up with a Trigger, Date & Time Step and the Send a Message Step. This sends an automated reply to Contacts when a conversation is opened based on business hours. ![Workflow%20template%20for%20away%20message%20for%20business](https://images.ctfassets.net/ph8r57dk1q9w/3ZSihRhQTtdzdAcyp2pDzM/d7051b2a4ef8ef32307ed6a084b28007/triggerdatetime_19121915ced1ff1decfcd58d63905aba.jpg) 3\. **Click** on *Business Hours* and set the Date and Time. ![Configure%20business%20hours](https://images.ctfassets.net/ph8r57dk1q9w/1pcCHXlg3rLtRaPqaoKFrt/f6f96aa592fa6dd1335fce283fc818fa/bh_b81b15280af7b629f82e3e0c90314c7a.jpg) 4\. **Click** the *Welcome Message* or *Away Message* step to edit the message content. ![You%20can%20use%20the%20a%20WhatsApp%20auto%20reply%20message%20sample%20given%20above](https://images.ctfassets.net/ph8r57dk1q9w/33L0RUuIQkYPzQngjOj9js/539fc67245332ef996ade8b648255151/bh-2_326c8416b87d05d4fc45c51535f5410c.png) Make sure you select WhatsApp as your channel. Finally,