Option Lists

• WhatsApp doesn't allow quick replies, only up to 3 options
• Option lists provide a similar functionality, allowing up to 10 options
• When a user selects an option, it sends them to a specific path in the flow
• Useful for creating menus or providing a list of options for the user to choose from

Template Messages

• Template messages are pre-approved by Meta (Facebook) and can be used to send messages outside the 24-hour window
• They allow the use of dynamic values, like the user's name, support date, etc.
• There is a cost associated with sending template messages, which is charged by Meta
• You can manage your template messages and their approval status in the WhatsApp channel settings

WhatsApp Flows

• WhatsApp flows are custom flows created with Meta (Facebook) to provide more advanced functionality
• You can create flows for events, feedback, sign-ups, and more
• These flows require some JSON configuration, but you can use the provided templates without needing to modify the code
• Once created, the flows will be available in your WhatsApp channel for use in your chatbot

When sending broadcasts on WhatsApp, there are a few key things to keep in mind:

1. Template Messages: WhatsApp requires pre-approval for any messages sent outside the 24-hour window. These "template messages" have associated costs that vary by message type (utility, authentication, marketing, etc.). It's important to plan and manage these template messages carefully.

2. Broadcast Targeting: You can target your WhatsApp broadcasts to specific segments, either those within the 24-hour window or a broader audience. Targeting can help optimize engagement and reduce unnecessary costs.

3. Encouraging Replies: Consider including a call-to-action in your template messages that encourages recipients to reply. This can help extend the 24-hour window for further communication.

4. Cost Monitoring: WhatsApp charges directly through Meta for message sends, with costs varying by country and message type. Closely monitor your WhatsApp broadcast activity and costs to ensure efficient use of your marketing budget.

5. Alternatives and Integrations: Explore options to integrate WhatsApp with other channels, such as SMS or email, to provide a seamless customer experience while managing costs.

By understanding these WhatsApp-specific considerations, you can optimize your broadcasts, control costs, and deliver effective communication to your customers.

The WhatsApp channel in ChatBuilder offers unique features that are not available on other messaging platforms. One of these is the ability to leverage WhatsApp's catalogs, products, and location sharing capabilities.

Catalogs and Products:

• The WhatsApp catalog allows you to showcase your products directly within the chat interface.
• Any products you have connected to your e-commerce store will be available in the WhatsApp catalog section.
• You can select which products you want to include in your WhatsApp messages, making it easy to showcase your offerings.
• Keep in mind that only the products in the WhatsApp catalog will be visible to users, not your full e-commerce product list.

Location Sharing:

• The location feature in WhatsApp allows you to share your business address, office locations, or any other relevant locations with your customers.
• You can either use pre-defined account fields to populate the location details, or pull the information from an external data source like a spreadsheet or API.
• Sharing locations can be helpful for businesses with physical locations, allowing customers to easily find and visit your premises.
• The location feature renders a map within the chat, providing a visually engaging way to share your address.

By leveraging these WhatsApp-specific features, you can create more engaging and informative experiences for your customers, ultimately enhancing your overall communication and customer service efforts.

The key points covered in this section are:

• WhatsApp has several unique features and capabilities compared to other messaging platforms, which can be leveraged in your chatbot flows.
• The option list is a way to provide users with a menu of up to 10 options, which is useful when you need to replace quick replies.
• Template messages are pre-approved by Meta and can be used to send messages outside the 24-hour window, but come with a cost.
• WhatsApp flows allow you to create more advanced interactions with users, such as forms, surveys, and preference updates.
• The WhatsApp catalog and products features let you showcase your products directly within the WhatsApp conversation.
• Location sharing allows you to provide users with your business address and location details.
• There are some limitations on WhatsApp, such as not being able to use carousels or emojis in buttons.
• Upcoming classes will cover pricing and advertising on WhatsApp to help you make the most of this channel.