Overview

WhatsApp Settings control how your business uses WhatsApp for customer communication including templates, business profile, interactive features, and compliance.

Configuration Areas:

• Message templates (pre-approved notifications)
• Business profile and verification
• Interactive messages (buttons, lists)
• Product catalog
• Routing and queue integration
• Auto-responses and chatbots
• Analytics and reporting

Message Templates

Order Confirmation:
"Thank you for your order! Order #{'{{1}}'} has been confirmed.

Items: {'{{2}}'}
Total: ${'{{3}}'}
Expected delivery: {'{{4}}'}

Track your order: {'{{5}}'}"

Category: Utility
Language: English
Buttons: [Track Order] → URL

Verification Code:
"Your {'{{1}}'} verification code is: {'{{2}}'}

This code expires in 10 minutes.
Do not share this code with anyone."

Category: Authentication
Language: English
Buttons: [Copy Code] → Copy to clipboard

Weekend Sale:
"Hey {'{{1}}'}! 🎉 Don't miss our Weekend Sale!

Save {'{{2}}'}% on all products this Saturday & Sunday.
Shop now: {'{{3}}'}

Valid until {'{{4}}'}.
Reply STOP to unsubscribe."

Category: Marketing
Language: English
Buttons: [Shop Now] → URL
Opt-in required: Yes

Appointment Reminder:
"Hi {'{{1}}'}, reminder about your appointment:

Service: {'{{2}}'}
Date: {'{{3}}'}
Time: {'{{4}}'}
Location: {'{{5}}'}

Please confirm your attendance:"

Quick Reply Buttons:
[✓ Confirm] [↻ Reschedule] [✗ Cancel]

Template Name: order_shipped
Category: Utility
Language: English

Body:
"Your order #{'{{1}}'} has shipped via {'{{2}}'}!

Tracking: {'{{3}}'}
Expected delivery: {'{{4}}'}

Questions? Reply to this message."

Example Values:
{'{{1}}'} = "12345"
{'{{2}}'} = "FedEx"
{'{{3}}'} = "https://track.com/12345"
{'{{4}}'} = "Tomorrow by 5 PM"

Button:
[Track Package] → URL: {'{{3}}'}

Template Library:

✅ order_confirmation (Utility) - Approved
✅ order_shipped (Utility) - Approved
✅ appointment_reminder (Utility) - Approved
⏳ weekend_sale (Marketing) - Pending Review
❌ flash_sale (Marketing) - Rejected (reason: too promotional)
⏸️ password_reset (Authentication) - Paused

Business Profile

Profile Configuration:

Basic Information:

• Display Name: Business name (shows in WhatsApp)
• Profile Photo: Logo (640x640px minimum, square)
• About: Short description (139 characters)
• Description: Detailed business description
• Category: Business industry/category

Contact Information:

• Address: Physical business address
• Email: Customer support email
• Website: Business website URL
• Phone: Alternative contact number (not WhatsApp number)

Business Hours:

Monday-Friday: 9:00 AM - 6:00 PM
Saturday: 10:00 AM - 4:00 PM
Sunday: Closed

Verification Badge:

• Green checkmark badge indicates verified business
• Submit for verification via WhatsApp Manager
• Requires: legitimate business, compliance history, accurate info
• Review takes 1-2 weeks typically
• Improves trust and credibility

Interactive Messages

Message: "Your appointment is tomorrow at 2 PM. Please confirm:"

Buttons:
[✓ Confirm]
[↻ Reschedule]
[✗ Cancel]

When customer taps button, Cloud-PBX receives button text.

Message: "How would you rate your experience today?"

Buttons:
[😊 Great]
[😐 Okay]
[😞 Poor]

Message: "How can we help you today? Choose from:"

Button: [View Options]

When tapped, shows list:
📞 Sales - Connect with sales team
🛠️ Technical Support - Get help with product
💳 Billing - Questions about invoice
📦 Shipping - Track your order
💬 General Inquiry - Other questions

Message: "Browse our products:"

Button: [Browse Categories]

List:
👔 Clothing
👞 Shoes
👜 Accessories
🎒 Bags
🕶️ Sunglasses
⌚ Watches

[Product Image]
Product Name
Price: $49.99
Description: High-quality product with...

Buttons:
[View in Catalog]
[Add to Cart]

Message: "Check out these best sellers:"

[Product 1 Image] Product A - $29.99
[Product 2 Image] Product B - $39.99
[Product 3 Image] Product C - $49.99

Button: [View All Products]

Routing Configuration

Queue Integration:

WhatsApp Messages Route To:
- Primary: Customer Support Queue
- By Keyword:
  - "sales" → Sales Queue
  - "billing" → Billing Queue
  - "technical" → Tech Support Queue
- By VIP Status → Priority Queue
- After Hours → Auto-response (no routing)

Agent Assignment:

• Automatic distribution to available agents
• Sticky assignment (same customer → same agent)
• Skill-based routing (language, expertise)
• VIP handling (priority agents)
• Escalation paths

Configuration Steps:

1. Navigate to Messaging → WhatsApp → Routing
2. Default Queue: Select primary queue
3. Routing Rules:
   • Add keyword-based rules
   • Configure customer attribute routing
   • Set time-based routing
4. Agent Preferences:
   • Maximum concurrent conversations
   • Auto-assign new conversations
   • Conversation timeout (inactivity)
5. Save configuration

Auto-Responses

Welcome Message:

Trigger: Customer's first message
Response: "Hi! Thanks for contacting [Business]. An agent will respond shortly. Our hours: Mon-Fri 9am-6pm."
Delay: Immediate

Away Message (After Hours):

Trigger: Message received outside business hours
Response: "Thanks for your message! We're currently closed. Business hours: Mon-Fri 9am-6pm. We'll respond when we reopen."
Delay: Immediate

Quick Answers (Keyword Triggered):

"hours" → "We're open Mon-Fri 9am-6pm, Sat 10am-4pm, closed Sunday."
"location" → "We're at 123 Main St. Map: [location link]"
"track" → "To track your order, visit: website.com/track or reply with your order number."

Configuration:

1. Settings → WhatsApp → Auto-Responses
2. Enable auto-responses
3. Configure welcome message
4. Set away message schedule
5. Add keyword triggers with responses
6. Save

Chatbot Integration

AI-Powered Chat:

• Understand customer intent
• Answer FAQs automatically
• Collect information
• Route to appropriate agent
• 24/7 availability

Example Flow:

Customer: "I want to schedule an appointment"
Bot: "I can help you schedule! What service do you need?"
Customer: "Haircut"
Bot: "Great! What date works for you?"
Customer: "Friday"
Bot: "We have openings Friday at 10am, 2pm, or 4pm. Which time?"
Customer: "2pm"
Bot: "Perfect! Haircut on Friday at 2pm. Can I get your name?"
Customer: "John Smith"
Bot: "Thanks John! Your appointment is confirmed for Friday at 2pm. You'll receive a reminder the day before. Anything else?"

Configuration:

1. Messaging → WhatsApp → Chatbot
2. Enable chatbot
3. Configure:
   • Greeting message
   • Knowledge base (FAQs)
   • Conversation flows
   • Escalation triggers (handoff to human)
   • Hours of operation
4. Test conversation flows
5. Launch

Compliance Settings

Opt-In Management:

• Track customer consent for messaging
• Document opt-in method and date
• Honor customer blocks immediately
• Provide easy opt-out instructions

24-Hour Rule Enforcement:

• Free-form messages only within 24 hours of customer message
• After 24 hours, must use approved templates only
• System automatically enforces rule
• Agents warned when window closing

Quality Monitoring:

• Track message quality scores
• Monitor block/report rates
• Alert on quality degradation
• Review flagged messages

Data Privacy:

• GDPR compliance (data access, deletion)
• Message encryption (end-to-end by WhatsApp)
• Secure storage of conversation history
• Data retention policies

Analytics & Reporting

Metrics Dashboard:

• Volume: Messages sent/received per day
• Templates: Template send volume and performance
• Response Time: Average agent response time
• Resolution Time: Conversation duration
• Quality Rating: WhatsApp quality score
• Delivery Rates: Delivered, read, failed
• Engagement: Response rate from customers
• Costs: Template message costs by category

Reports Available:

1. Message Volume: Daily/weekly/monthly trends
2. Template Performance: Delivery, read, response rates per template
3. Agent Performance: Messages handled, response times
4. Quality Score History: Track quality over time
5. Cost Analysis: Template message costs breakdown
6. Customer Engagement: Response and satisfaction rates

Troubleshooting

Messages Not Delivering:

• Verify within 24-hour window (or using template)
• Check customer hasn't blocked number
• Confirm quality rating not restricted
• Verify template approved (if business-initiated)
• Check phone number verified with WhatsApp

Template Rejected:

• Review rejection reason in Meta Business Manager
• Consult WhatsApp template policies
• Revise and resubmit with clearer examples
• Avoid promotional language in utility templates
• Ensure variable examples are realistic

Low Quality Rating:

• Send more relevant messages
• Respond faster to customers
• Use templates appropriately
• Don't over-message customers
• Monitor block rate
• Improve message content quality

High Costs:

• Use session messages when possible (customer-initiated, free)
• Consolidate template messages (batch notifications)
• Review template pricing by country
• Optimize message timing
• Avoid unnecessary business-initiated messages

Best Practices

Message Quality:

• Personalize messages (use customer name)
• Professional but conversational
• Quick responses (within 1 hour target)
• Use rich media appropriately
• Clear call-to-action

Template Strategy:

• Create templates for common scenarios
• Test templates before submitting
• Monitor template performance
• Remove low-performing templates
• Keep template library organized

Customer Experience:

• Proactive updates (orders, appointments)
• Quick replies using buttons/lists
• Send receipts and confirmations
• Request feedback politely
• Respect 24-hour window

Compliance:

• Only message opted-in customers
• Provide easy opt-out
• Honor blocks immediately
• Follow WhatsApp policies
• Maintain high quality rating

Next Steps

1. Create Templates: Build template library for common notifications
2. Configure Profile: Complete business profile for verification
3. Set Up Routing: Route WhatsApp messages to queues in Message Queues
4. Enable Auto-Responses: Configure welcome and away messages
5. Train Team: Familiarize agents with WhatsApp features
6. Launch: Start customer conversations
7. Monitor: Review analytics and optimize