Sample User Guide - WhatCX Knowledgebase

Introduction

WhatsApp Cloud API is a web-based API that allows businesses to send and receive messages on the WhatsApp messaging platform. With the API, businesses can integrate WhatsApp messaging into their own systems, enabling them to communicate with their customers directly through WhatsApp.

WhatCX is a platform that allows businesses to use WhatsApp as a communication channel with their customers. It is built on the WhatsApp Cloud API, which enables businesses to send and receive messages on WhatsApp in a way that is scalable and efficient.

WhatCX aims to help businesses nurture leads and engage with their customers in a more personal and effective way. With its features and tools, businesses can automate and streamline their communication with customers, gather valuable insights, and improve their customer experience. Whether you are a small business owner, a customer service team, or a marketing professional, WhatCX can help you connect with your customers and grow your business.

To learn about WhatCX and how to get started, you can check out the following articles.

Articles

How to Sign-up on WhatCX?

Here is your guide to getting started with WhatCX. With the support of strong sales-enabling features, WhatCX, which is based on the official WhatsApp Cloud API, helps businesses increase their online sales and enhance customer experiences.

With the help of WhatCX’s robust WhatsApp Cloud platform, businesses can collect orders via WhatsApp, turn product queries into paying customers, turn abandoned carts into sales, provide order updates and data to customers, and interact with them through multi-agent support.

Businesses can use a single dedicated WhatsApp Number to connect with their clients while utilizing WhatCX.

WhatCX is a powerful MarTech platform providing a cutting-edge sales channel for brands, a strategic campaign management solution, and an all-in-one CRM tool for WhatsApp Business conversations.

This blog will explain how to get started using WhatCX’s WhatsApp Cloud API platform.

Steps to Follow

1. The first step is to begin the sign-up process by providing some fundamental information. After that, launch your browser and navigate to https://www.whatcx.com

On the homepage, there is a button that says “Sign Up for Free Demo” in the upper right corner. You will be taken to the signup page after clicking it.

Simply state a few essential business information, such as:

First Name
Last Name
Email
Phone Number
Company Name
Website URL

2. Once you fill in the details, Click on the ‘Submit’ button. When you have successfully signed up. You will receive an email with the login credentials.

You can browse through the demo account and experience the platform.

How does WhatCX benefit your business?

Businesses may reach customers, accelerate sales, and promote scalable business growth using WhatCX. By incorporating WhatCX into their routes for communication, now Business Owners can –

• Manage client expectations through quick customer response
• Send Broadcast messages to their customers informing them about new product launches, offers, schemes, etc and can boost their sales and conversions
• Connect with consumers on their preferred channel of communication, help them at scale, and much more to streamline company communications!

Now brands can easily communicate with their customers on the go with the help of the WhatCX app, which is accessible on Google Play and the App Store. To learn more about WhatCX, have a look at our website (Hyperlink)

Here are a few businesses like Skill Circle, Pataaree, Eclassopedia, CarInfo, etc which rely on WhatCX expertise and are using the platform to serve their users with a better customer experience.

We hope this article has helped you better understand how to use WhatCX’s WhatsApp Cloud API and take benefit out of it. Try out the Free Trial Now!

How to Login to WhatCX?

Here is your guide to getting started with WhatCX. WhatCX is an all-in-one business WhatsApp tool. It helps you manage your customers on WhatsApp by bringing your whole team together, on one WhatsApp number for your customer’s ease.

What is customer service that is conversational?

While conversational service is still relatively new to most organizations, consumers now expect these simple dialogues in almost every facet of their daily lives. The way we communicate with our friends and family has changed, and this is altering what customers expect, claims Gozzo. “Conversations with a firm should feel as rich and fluid as a personal chat if it can. It represents the future of customer service.

What is WhatsApp Marketing?

WhatsApp Marketing is a form of messenger used for promoting a brand via WhatsApp. Brands can use this channel to reach a large audience, forge enduring connections with consumers, and boost sales.
It involves using WhatsApp for Business’s broadcasting capabilities to contact customers with announcements about sales, new products, forthcoming events, or engagement-focused campaigns like order updates, feedback requests, and so forth.

In order to access your WhatCX account: Go to https://www.whatcx.com/ in your browser.

1. There is a login button at the top right corner of WhatCX’s homepage. You’ll be directed to the Sign In page after clicking it.

2. On the “Sign In” page, enter your registered email address and password.
If you can’t recall the password you used to sign in to your WhatCX account, you can reset it by clicking on Recover Lost Password shown in the above image.

You will get a password-reset link in your email right away after clicking the Recover Lost Password link.

To change your account’s password, click the password reset link.

How does WhatCX benefit your business?

Businesses may reach customers, accelerate sales, and promote scalable business growth using WhatCX. By incorporating WhatCX into their routes for communication, now Business Owners can –

• Manage client expectations through quick customer response
• Send Broadcast messages to their customers informing them about new product launches, offers, schemes, etc and can boost their sales and conversions
• Connect with consumers on their preferred channel of communication, help them at scale, and much more to streamline company communications!

We hope this article has given you a better understanding of the WhatsApp Cloud API provided by WhatCX, how to access your WhatsApp Business account, What is conversational CRM, and the opportunities that WhatCX brings to your company through WhatsApp Marketing.

How to reset your WhatCX account password?

Here is your guide to getting started with WhatCX. WhatCX is an all-in-one business WhatsApp tool. It helps you manage your customers on WhatsApp by bringing your whole team together, on one WhatsApp number for your customer’s ease.

WhatCX is a powerful MarTech platform providing a cutting-edge sales channel for brands, a strategic campaign management solution, and an all-in-one CRM tool for WhatsApp Business conversations.

How does WhatCX benefit your business?

Businesses may reach customers, accelerate sales, and promote scalable business growth using WhatCX. By incorporating WhatCX into their routes for communication, now Business Owners can –

Manage client expectations through quick customer response
Send Broadcast messages to their customers informing them about new product launches, offers, schemes, etc and can boost their sales and conversions
Connect with consumers on their preferred channel of communication, help them at scale, and much more to streamline company communications!

How to reset WhatCX’s password?

To reset the password, please follow the following steps –

1. Go to WhatCX’s homepage and select “Login” to change the password for your account.
2. Click on Recover Lost Password

3. You will get a password-reset link in your email right away

4. Click the password reset link that you received in your email

5. Enter the new password and return to the login page after creating it and log in using the new password.

6. You can now use the WhatCX platform

We hope this article has helped you better understand how to reset WhatCX’s account password. Try out the Free Trial Now! (Hyperlink to the Sign-Up page)

How to add Contacts manually?

Overview

One of the key features of WhatCX is the ability to add contacts in a quick and easy way, making it an efficient tool for managing customers in bulk. With WhatCX, you can import large lists of contacts from a CSV file, which allows you to quickly add multiple contacts at once.

This feature is especially useful for businesses that need to manage a large number of customers and leads, as it saves time and effort compared to manually adding each contact one by one.

While we give you the option to import the contacts. You can also add contacts manually as well.

To add contact Manually follow the below steps.

1. Login to WhatCX, and click on the contacts in the left navigation.

2. Click on Add Contacts and enter the contact’s details like in the screenshot below. Enter all the information you have for that particular contact like Name, Email, Country Code, Mobile Number. You can also assign Sticky agents for the contact.

3. Post entering the details click on ‘Save Contact’ and the contact will be created.

Plan Overview

“Introducing the WhatCX Free Plan: Unlimited Access to Top-Quality Customer Experience Tools, Absolutely Free!”

Plan Details & Modules

Free Plan Pricing for Conversations

“Unlock Your Business’s Potential with WhatCX Free Plan”

First Steps

Next Steps for Success: Optimizing WhatCX for Onboarded Businesses. "This guide covers the initial steps for setting up WhatCX for onboarded accounts. For assistance with onboarding, the WhatsApp Cloud API, and our free plan, please click here.

WhatCX is a communication platform built on the WhatsApp Cloud API that helps businesses manage their sales, marketing and customer service at scale. To take full advantage of all the features offered by WhatCX, we recommend that you go through this document and perform all necessary initial steps.

Setup WhatsApp Profile

Quickly setup how your WhatsApp Business profile looks within WhatCX.

Invite Users & Setup Teams

WhatCX is more fun with your teammates. Invite them over.

Add money to your Wallet

Learn how to recharge your WhatCX Wallet and see the balance.

Setup WhatsApp Profile

Overview

A WhatsApp profile is a profile associated with a WhatsApp account. It includes information about the business, such as their name and profile photo, as well as a status message that can be updated by the user.

A WhatsApp profile is an important aspect of using the app, as it helps to establish the user’s identity and presence on the platform. It can also be useful for building and maintaining relationships with other users, and for security purposes.

Why is setting up a WhatsApp Profile Important?

Setting up a WhatsApp profile is important for a number of reasons:

• A profile allows you to identify yourself to other users on the app. Without a profile, people may not know who they are communicating with.
• A profile allows you to customize your experience on the app. You can choose a profile photo and status message that reflect your personality or interests.
• A profile can help you to build and maintain relationships on the app. For example, if you are using WhatsApp for business purposes, a professional profile can help to build trust and credibility with your clients or customers.
• A profile can also be useful for security purposes. By adding a profile photo and name, you can help to verify your identity to other users, which can reduce the risk of impersonation or fraud.

How to Setup WhatsApp Profile on WhatCX

To set up your WhatsApp profile on WhatCX follow the below steps
1. Login to WhatCX, Click on Admin in the left navigation
2. Under Settings, you’ll find WhatsApp Profile as an option

3. Click on WhatsApp Profile, you’ll have to update the below
a. Upload Picture – Here you need to upload the brand logo of the company for which you are using WhatCX

b. Description – Here you write about the company

c. Category – Under Category you can mention the category your business falls under

d. Contact Information
i. Address – Write the company’s address here
ii. Email – Here you can give the company’s email id where people can reach you
iii. Website – Here you can link the link of the website

You can see a Preview of how it will be visible on WhatsApp on the right panel.

Once all this is set click on Save Changes and your profile will be updated.

Invite Users & Setup Teams

Overview

WhatsApp can be a helpful tool for businesses in a number of ways.

Users:

Users of WhatCX can communicate with a business through the app, making it easier for them to get in touch with the company and ask questions or get support. This can help to improve customer satisfaction and loyalty.

Users can use WhatCX to send updates and important information to their customers, such as new product releases or special promotions. This can help to keep customers informed and engaged with the business.

Teams:

WhatCX can be used by teams within a business to collaborate and communicate with one another. This can help to improve productivity and efficiency by allowing team members to stay in touch and share information and updates quickly and easily.
WhatCX can be used to create group chats or broadcast lists, which can be useful for sending updates or announcements to multiple people at once. This can be particularly helpful for businesses with large teams or for teams that are spread out geographically.

How to Create Agents/Users

To create Users/Agents follow the below steps –
1. Login to WhatCX and click on Admin in the left panel
2. Under Manage Users, you will find the option Users

3. Click on Add User

4. Enter the details and click on Add User, a new user will be created.

How to Create Teams

To create Teams, follow the below steps –

1. Login to WhatCX and click on Admin in the left panel
2. Under Manage Users, you will find the option Teams
3. Click on Add Teams

Team Name – Here you can give your team a name
Members – You can choose the members you want to have in a particular team
Team Manager – This is the person who basically manages the entire team
Template available for team – You can create pre written templates that you want to send on the team behalf here
Team Feedback Message – You can also set a team’s Feedback message to capture the Feedbacks
Team Welcome Message – You can also draft a Team’s welcome message which will be sent automatically when the team gets connect with the customer
Team No One Available Message – You can set No one available message as well in case no one from the team is online

4. You can also set Quick Replies

5. You can also Auto assign tags as well

Once you are done with it Click on Add Team and you’ll be able to see it in your Teams list.

Overall, WhatCX can be a useful tool for businesses looking to improve communication and collaboration with both their customers and their teams.

Add money to your Wallet

Overview

In order to use the WhatCX services such as Broadcast and Integrations, it is important to ensure that there is sufficient balance in your WhatCX wallet. This is because each conversation with a customer through WhatCX incurs a fee based on the country in which the conversation is initiated.

To ensure that the system operates smoothly and that there are no disruptions in sending out broadcasts and integrations, it is important to maintain an adequate balance in your wallet.

How to Add Money to your Wallet on WhatCX

To Add money to your WhatCX wallet follow the steps –
1. Login to WhatCX, Click on Admin in the left navigation
2. Under Wallet, click on Add to Wallet

3. Enter the amount you want to make the recharge for and click on the Add to Wallet Button

4. You will be redirected to adding a payment method, you can either scan the QR code or add your card or choose Net banking or wallets to make the payment.

5. Select the method and Click on Pay Now.

Setup Contact Tags & Custom Fields

Overview

Tags can be helpful in conversations by allowing businesses to organize and categorize conversations and customer interactions. This can help to streamline communication and make it easier to find and reference specific conversations or issues.

Additionally, tags can be used to identify trends or common issues that may be impacting a large number of customers, allowing businesses to proactively address these issues and improve the customer experience.

How to set-up Contact Tags?

1. Login to WhatCX and click on Admin in the left panel

2. Under Contacts, you will find the option Contacts Tags.

3. Click on Add Tags, Give your Tag a Title. It could be anything depending on your business needs. You can choose the Tag colour by clicking on ‘Color’ and then Click ‘Create Tag’.

Once you click on Create Tag and proceed to conversations. You can use the Chat Labels to distinguish between your conversations by priority, lead quality etc.

How to set-up Custom Fields?

1. Login to WhatCX and click on Admin in the left panel.

2. Under Contacts, click on Custom Fields > Add Field

a). Type – Select the field type here, as in you want to capture. It could be:

Text – To enter text-based information in the custom field
Number – To enter number-based information in the custom field
Checkbox – To have the custom field as a checkbox in the contact details
Select – To have the custom field as a select field in the contact details

b) Name – Enter the desired name of the Custom Field.

c) Placeholder – Enter the desired name of the placeholder you want to put.

d) Description – Enter the desired description for the custom field.

3. Click on Add Field and your custom field will be created.

Once done, you can add and use custom field in your contact’s table and conversations pane. Custom Fields can help you sort your contacts and leads in a more arranged manner.

Create & Import Contacts

WhatCX lets add a contact manually and also lets you import contacts from a CSV file as well. All you have to do is create an excel sheet with all the details you want to have for your contacts. Download the file in CSV and import it. Please note – Name, Mobile Number, and Country Code are the mandatory field.

How to Create a Contact Manually

To create a contact manually, follow the steps –
1. Login to WhatCX, and click on the contacts in the left navigation.

2. Click on Add Contacts and enter the contact’s details like in the screenshot below. Enter all the information you have for that particular contact like Name, Email, Country Code, Mobile Number. You can also assign Sticky agents for the contact.

3. Post entering the details click on ‘Save Contact’ and the contact will be created.

How to Import Contacts

Here are the steps to Import a CSV file and map it –

1. Login to WhatCX and navigate to Contacts on the left panel and Click on Import

2. Select the file you want to upload

3. Click on Map CSV

4. You now need to define the fields in the system as per the data in the sheet. In the below screenshot, I have mapped the name against the First name, Country code against the country code, and Mobile Number against the Mobile. This means that the input of which field has what data is given to the system.

Please note – Name, Phone number and country code are the mandatory field.

5. You can click on the + icon to add more fields in case you want to assign a Tag to these contacts, or want to have their company name etc.
6. Once you are done with mapping your CSV file. Click on Save and Continue

7. Your file will be imported and you can see your data

8. Click on Go back to Contacts and you will find all your contacts there.

Have your first Conversation on WhatCX

Overview

Conversations on WhatsApp are an important aspect of customer interaction and are crucial to consider when interacting with customers on the platform. WhatsApp is a popular messaging app that allows businesses to communicate with customers in real time, providing an opportunity to build relationships and improve customer satisfaction.

You can start using Conversation on WhatCX in 2 ways

1. By sharing the QR code or sharing the phone number anywhere on the website or social media platforms, scanning of which will make the customers come on WhatsApp and text the business which is a UIC (User Initiated Conversation)

2. By Sending Broadcasts to the customers i.e., initiating a Business Initiated Conversation

How can you use conversations in WhatCX

WhatsApp is a crucial engagement tool for users all around the world and is rapidly becoming the most popular conversational messaging service in the world. WhatCX Conversations already supports WhatsApp and can assist you in addressing the following patterns-
• You can check all the chats assigned to you by clicking on All Chats

• Admins can check all Team chats and Agent Chats by clicking on ‘All Chats’

• You can use chat filters like the Active Chat sessions, Assigned chats, Unassigned chats

Schedule your first Broadcast

Overview

Here is your guide to another feature on WhatCX. You can schedule a broadcast and send it to as many contacts as you want.

With the support of strong sales-enabling features, WhatCX, which is based on the official WhatsApp Cloud API, helps businesses increase their online sales and enhance customer experiences.

With the help of WhatCX’s robust WhatsApp Cloud platform, businesses can collect orders via WhatsApp, turn product queries into paying customers, turn abandoned carts into sales, provide order updates and data to customers, and interact with them through multi-agent support.

Steps to Scheduling a Broadcast on WhatCX

Using broadcast lists, which are maintained contact lists, you can send messages to a large number of your consumers at once. If any of your clients respond to your message, their response will show up in your CHATS panel as a regular massage.

To start with creating a Broadcast on WhatCX you need to follow the below steps-

1. Login to your WhatCX account, navigate to the broadcast section on the left side, select Add Broadcast, and then give your Broadcast a name.

2. After clicking “Create Broadcast,” you will be sent to the Template Creation page. If you want to use an existing broadcast template, you can choose that option from the template menu, or you can create a new one. Enter the broadcast message here, then click Next.

3.After clicking “Next,” you will land to Time Sensitive. You have 2 choices here –

‘Yes’ (Instant) – which implies the messages will be delivered within 15 minutes.
‘No’ (Batch Processing) – The message will be delivered to clients in batches and at a scheduled time.

After making the selection, click Next and move on.

4. You will then be prompted to choose the audience for your broadcast message after selecting the Broadcast delivery. Included here is the list of recipients you want to send the broadcast to. It can be of the following types –

All Opted In – Here, the contacts added to our contact list and approved by the business will be taken.
Contact List – You can select “Contact List” and send the broadcast to the group you wish to deliver messages to if you have established a customized view for a particular customer.
Tag Selected – If you have created a tag, such as “Hot Leads,” and you only want people who have the “Hot Lead” status to receive the broadcast message, you can select “Tag Selected” as the audience type and continue with the other stages.
Upload Contacts – The list of contacts you want to send messages to can be uploaded here. Please Note –
- - The file should be a CSV file
  - Name, Mobile No. (with no prefix) and Country Code (No ‘+’ prefix to be used)
Imported File – These are the documents that the contacts section imported.
Intelligent Audience – Basically, it is a combination of New, Recently Active, and Inactive connections. You can choose “New” if you only want to send messages to newly added members. You can also choose “Recently Active Contacts” or “Inactive Contacts” if you only want to send messages to recently active or inactive contacts. Then click “Send” to continue.
5. After choosing the audience, enter the message in the “Parameters and Media” box.
The curly {{1}} braces are essentially used to specify the field value, and the definition of the value “1” must be explained in the Parameters section.
Fallback value simply refers to the message that should be displayed to customers if there is no first name in the contact list.
Now you need to define the {{1}} to the system in the Parameters section.
In the screenshot, we want {{1}} to be the first name of the customer.
In {{2}}, we have selected the Fixed Value as our ‘type’ and we want the customer to have the link to the website at the bottom of the message.
You can choose any image, video, or other types of media to send as an attachment to your customers.

When you’re done, click the next button to move on.
6. Post creating your template message and fixing the parameters and media, you now have to review the contacts. In the ‘Review’ section, you can edit the contact details if you want or can delete a contact from the list.

7. After you have done the review of the message you reach to the 7th step which is to schedule the date and time for the broadcast message.

8. Post scheduling the broadcast date and time, you have to set the Broadcast Campaign setting where you need to take the following actions –

Assign an Agent or team to reply to the response received after Broadcast.

If in case you click on Register and Enquiry on response, you need to create a default response message for the broadcast message.

9. Once you have set the Broadcast Campaign settings you will reach the final step which shows you the campaign estimate.

Setup your first bot

In today’s fast-paced world, businesses of all sizes are looking for ways to improve customer satisfaction and streamline their operations.

One way to achieve these goals is by using chatbots, which are software programs that can simulate a conversation with a human.

In this blog post, we will walk you through the steps to set up your first chatbot on WhatCX, a powerful chatbot-building platform that makes it easy to create and manage custom chatbots for a variety of use cases. Whether you’re looking to improve customer support, automate sales, or streamline internal communications, this guide will help you get started. So, let’s dive in and start building your first chatbot!

How to create a Bot

For creating a bot, follow the steps below:

1. Login to your WhatCX Account, go to the Bots Module and click on the Create Bot button on the top-right.

2. A modal will appear to enter the Name of the Bot, fill in your desired name and click on Proceed.

3. The bot is created. You can now add and configure chat blocks in the created bot.

What is a Chat Block and How to create it?

What is a Chat Block?

A chat block can be defined as a stage in an Automated Bot.

Chat Blocks consist of different components such as Welcome Message(s), Option Message, Type of Options, Option Labels, Response Message(s), Intents, Couldn’t Understand Message, and Default Team Settings.

How to create a Chat Block?

For creating a chat block, follow the steps below:

1. log in to your WhatCX Account, go to the Bots module and click the Edit button on the Bot if you want to add a chat block to.

2. Click on the Add Chat Block button on the top-right.

3. A modal will open with a guided experience for creating a chat block.

4. The first stage includes configuring:

Block Name – This field is to enter the name of the chat block you are creating.
Welcome Message – This is to configure the first message(s) you want to send to your user whenever the chat block is triggered. You can set up multiple welcome messages that will be triggered in a series.

When configured, click on Proceed.

5. The second stage includes the Options settings. The settings include:

Options Message – This is to configure and setup the message which will be sent along with the Options.

Options Type – This is to select the type of Option you want to use for the Chat Block. The types include:
- Text – This type will require the user to enter number inputs in the Chat. For example, Type ‘1’ for Yes.
- List – This type will allow you to add up to 10 options for the users to choose from. A list modal opens up in the WhatsApp chat for users to choose from.
- Button – This type includes the Quick Reply buttons attached with the message as Options. You can add up to 3 Buttons in a Chat Block.
Options – This consists of setting up all the configurations for the Option. It includes:
- Label – This is to setup the label of the option that will be visible for the user to select.
- Response Message – This is to setup the message that will be sent in the chat whenever a user selects a particular option. You can add multiple response messages for an Option.
- Next Action – This is to select the Action that will be triggered whenever a particular option is selected by the user. The Actions include:
  - Trigger Bot
  - Trigger Chat Block
  - Resend Options
  - Trigger Default Chat Block
  - Trigger Enquiry
  - Trigger Form
  - Connect to Team
  - Connect to Agent
  - No Intent
- Assign Tags – This is to select the tag(s) that will be assigned to the contact if the option is selected by the user.
- Assign Chat Labels – This is to select the Chat Label(s) that will be assigned to the chat if the option is selected by the user.

When done, click on Proceed.

6. The third stage is to configure all the non-option settings of the Chat Bloc. The settings include:

“Couldn’t Understand” Message – This is to enter the message that will be sent in the chat when the user enters an invalid response to the Options Message.
A checkbox to select whether you want this chat block to be the starting point in the Bot flow.
Default Team for Interaction – This is to select the team that will be assigned to the conversation when the user passes the fault tolerance.
Invalid Count Tolerance – This is to configure the number of invalid attempts will be allowed in the conversation before it is transferred to the default team.
Transfer to Default Team Message – This is to configure the message that will be sent in the chat when the user passes the fault tolerance is being transferred to the Default Team.

When done setting up, click on Proceed.

7. The fourth and the last step includes a preview of how the chat block will look in a conversation, when triggered.

Setup WhatsApp Profile

Overview

A WhatsApp profile is a profile associated with a WhatsApp account. It includes information about the business, such as their name and profile photo, as well as a status message that can be updated by the user.

A WhatsApp profile is an important aspect of using the app, as it helps to establish the user’s identity and presence on the platform. It can also be useful for building and maintaining relationships with other users, and for security purposes.

Why is setting up a WhatsApp Profile Important?

Setting up a WhatsApp profile is important for a number of reasons:

• A profile allows you to identify yourself to other users on the app. Without a profile, people may not know who they are communicating with.
• A profile allows you to customize your experience on the app. You can choose a profile photo and status message that reflect your personality or interests.
• A profile can help you to build and maintain relationships on the app. For example, if you are using WhatsApp for business purposes, a professional profile can help to build trust and credibility with your clients or customers.
• A profile can also be useful for security purposes. By adding a profile photo and name, you can help to verify your identity to other users, which can reduce the risk of impersonation or fraud.

How to Setup WhatsApp Profile on WhatCX

To set up your WhatsApp profile on WhatCX follow the below steps
1. Login to WhatCX, Click on Admin in the left navigation
2. Under Settings, you’ll find WhatsApp Profile as an option

3. Click on WhatsApp Profile, you’ll have to update the below
a. Upload Picture – Here you need to upload the brand logo of the company for which you are using WhatCX

b. Description – Here you write about the company

c. Category – Under Category you can mention the category your business falls under

d. Contact Information
i. Address – Write the company’s address here
ii. Email – Here you can give the company’s email id where people can reach you
iii. Website – Here you can link the link of the website

You can see a Preview of how it will be visible on WhatsApp on the right panel.

Once all this is set click on Save Changes and your profile will be updated.

How to Sign-up on WhatCX?

Here is your guide to getting started with WhatCX. With the support of strong sales-enabling features, WhatCX, which is based on the official WhatsApp Cloud API, helps businesses increase their online sales and enhance customer experiences.

With the help of WhatCX’s robust WhatsApp Cloud platform, businesses can collect orders via WhatsApp, turn product queries into paying customers, turn abandoned carts into sales, provide order updates and data to customers, and interact with them through multi-agent support.

Businesses can use a single dedicated WhatsApp Number to connect with their clients while utilizing WhatCX.

WhatCX is a powerful MarTech platform providing a cutting-edge sales channel for brands, a strategic campaign management solution, and an all-in-one CRM tool for WhatsApp Business conversations.

This blog will explain how to get started using WhatCX’s WhatsApp Cloud API platform.

Steps to Follow

1. The first step is to begin the sign-up process by providing some fundamental information. After that, launch your browser and navigate to https://www.whatcx.com

On the homepage, there is a button that says “Sign Up for Free Demo” in the upper right corner. You will be taken to the signup page after clicking it.

Simply state a few essential business information, such as:

First Name
Last Name
Email
Phone Number
Company Name
Website URL

2. Once you fill in the details, Click on the ‘Submit’ button. When you have successfully signed up. You will receive an email with the login credentials.

You can browse through the demo account and experience the platform.

How does WhatCX benefit your business?

Businesses may reach customers, accelerate sales, and promote scalable business growth using WhatCX. By incorporating WhatCX into their routes for communication, now Business Owners can –

• Manage client expectations through quick customer response
• Send Broadcast messages to their customers informing them about new product launches, offers, schemes, etc and can boost their sales and conversions
• Connect with consumers on their preferred channel of communication, help them at scale, and much more to streamline company communications!

Now brands can easily communicate with their customers on the go with the help of the WhatCX app, which is accessible on Google Play and the App Store. To learn more about WhatCX, have a look at our website (Hyperlink)

Here are a few businesses like Skill Circle, Pataaree, Eclassopedia, CarInfo, etc which rely on WhatCX expertise and are using the platform to serve their users with a better customer experience.

We hope this article has helped you better understand how to use WhatCX’s WhatsApp Cloud API and take benefit out of it. Try out the Free Trial Now!

What are the pre-requisites to start using the Free Plan?

WhatsApp cloud API is a set of tools and services that allows businesses to integrate WhatsApp messaging into their systems and processes. With the WhatsApp cloud API, businesses can send and receive messages, track delivery and read receipts, and manage customer conversations in a scalable and secure manner. The WhatsApp cloud API is particularly useful for businesses that want to use WhatsApp as a customer service channel, or that want to automate their communications with customers. Some examples of businesses that might benefit from using the WhatsApp cloud API include e-commerce companies, banks, airlines, and customer service departments.

Here are a few points to consider as prerequisites for using the WhatCX Free Plan

1. You need to have a Facebook Page of your Business

2. You need to have a Facebook Business Manager. You can get the Facebook Business manager verified to take out the benefits of it. – Read the article on How to apply for Facebook Business Manager Verification

3. You need to have a WhatsApp Business account. This is a separate account from your personal WhatsApp account and is specifically designed for businesses to communicate with their customers. Please ensure, the number you will be using for WhatCX should not be used on WhatsApp app.

4. You need to have a clear understanding of your business needs and goals. This will help you determine which API provider is the best fit for your business and will help you communicate your requirements to the API provider.

5. You need to have a domain name and a publicly accessible URL. This is required for WhatsApp to send webhooks to your server.

6. You need to have a valid SSL certificate for your domain. WhatsApp requires that all API requests and webhooks be made over a secure connection.

7. You need to have a basic understanding of API concepts and how to make API requests. This will be necessary in order to integrate the WhatsApp Business API into your own systems and processes.

8. You should carefully review the terms of service and privacy policy of the API provider. It is important to understand how your data will be used and protected before you start using the API.

WhatsApp Cloud API

Are you looking to integrate WhatsApp messaging into your business? WhatsApp’s cloud-based API allows you to do just that, enabling you to communicate with your customers in a convenient and familiar way.

In the coming blogs, we will explore the capabilities of the WhatsApp Cloud API and how it can benefit your business.

From automating customer service to sending out promotional messages, the possibilities are endless.

So, if you’re ready to take your customer communication to the next level, keep reading!!

Articles

Overview

WhatsApp Business API is a platform that businesses can use to interact with their customers through the WhatsApp messaging app. The API allows businesses to send and receive messages, as well as perform other actions such as setting up automated chatbots and managing customer information.

The WhatsApp Business API is particularly useful for businesses that want to communicate with their customers in real-time and at scale.

For example, a business could use the API to send promotional messages or alerts to a large number of customers or to handle customer inquiries and complaints in a more efficient manner. The API also enables businesses to build custom chatbots that can handle common customer queries, freeing up staff to focus on more complex tasks.

How Pricing Works

Businesses that use the WhatsApp Business Platform are charged based on the number of conversations they have with their customers. This includes all messages exchanged within a 24-hour period.

Conversation-based Pricing and How it Works

The WhatsApp Business Platform charges businesses based on the number of conversations they have with their customers. These conversations are divided into two categories: user-initiated and business-initiated.

User-Initiated Conversation – A user-initiated conversation is one that begins in response to a message from a customer. Businesses can send unlimited messages within a 24-hour window to a customer without incurring additional charges.

Business-Initiated Conversations – A business-initiated conversation is one that begins when a business sends a message to a customer outside of the 24-hour window. These types of conversations require the use of message templates and are charged at different rates depending on the customer’s location.

All conversations are measured in 24-hour sessions, which start when the first business message is sent or received. Businesses and customers can exchange any number of messages within a single 24-hour session without incurring additional charges. The charges for conversations are based on the customer’s country code.

Free Tier Conversations

As a way to help businesses build experiences that their customers will love, the WhatsApp Business Platform offers a free tier of conversations. Each WhatsApp Business account (WABA) is eligible for 1,000 free conversations per month, which can be either user-initiated or business-initiated.

This free tier is available to all WABA accounts, regardless of the number of phone numbers attached to the account. The free tier is refreshed on a monthly basis based on the time zone associated with the WABA. This means that businesses can have up to 1,000 free conversations each month before incurring any charges.

Daily Broadcasting Limits

The WhatsApp Business Platform has messaging limits in place to regulate the number of business-initiated conversations that a business can initiate using each of its phone numbers within a 24-hour period. A business-initiated conversation begins when the first template message is sent to a customer and ends 24 hours later.

Unverified businesses are limited to initiating 250 business-initiated conversations within a rolling 24-hour period.

Verified businesses, on the other hand, have different limits based on the number of unique customers they can reach within a 24-hour period. For example, a verified business with an approved display name and a business phone number can initiate conversations with:

1,000 unique customers
10,000 unique customers
100,000 unique customers
An unlimited number of unique customers

Verified businesses with a higher messaging limit are able to reach a larger number of customers in a shorter period of time, which can be beneficial for businesses that need to communicate with a large number of customers on a regular basis.

Template Management

Template management allows businesses to create, edit, and delete message templates for use in WhatsApp Business API conversations. These templates can include pre-approved text, images, and other media, and can be used to quickly and easily send standard messages to customers. By using template management, businesses can streamline their communication processes and improve their efficiency.

Meta has some template guidelines to ensure that all users have a pleasurable interaction while connecting with businesses.

	Unverified Business Manager	Verified Business Manager without any WABA with OBA	Verified Business Manager with at least one WABA with OBA
Time to get template messages approved	24 hours after submitting template message	Instant	Instant
Limit of number of Business Initiated Conversations per day	250	1k to 100k (Depends on quality rating)	1k to 100k (Depends on quality rating)

Enforcement Processes

The WhatsApp Business Account, Business Manager, and template levels are all incorporating enforcement procedures against spam and scams.

Any templates that have been identified as spammy or fraudulent (for instance, chain letters, pyramid schemes, unlawful or forbidden communications, or unwanted electronic communications, see Business Terms of Service) will not be accepted, even if it was accepted earlier.

Templates with a lot of negative feedback will be put on hold.

This implies that new template messages must be prepared and submitted in accordance with marketing best practices and to ensure communication clarity.

Here are some pointers for avoiding template messages being rejected:

Abstain from sending messages that are open-ended or introductory.
Sending ambiguous or pointless messages should be avoided.
Review and abide by the Business Messaging Policy, Commerce Policy, and Business Terms of Service for WhatsApp.
Avoid sharing link URLs with too many strange characters or without the company name because this could be taken as phishing.
To establish a connection between the message and the business, clearly and explicitly state the name of the company.

Register for Cloud API

WhatsApp Cloud API is a web-based API that allows businesses to send and receive messages on the WhatsApp messaging platform. With the API, businesses can integrate WhatsApp messaging into their own systems, enabling them to communicate with their customers directly through WhatsApp.

To use the WhatsApp Cloud API, you will need to sign up for a business account with WhatsApp and obtain an API key. Once you have an API key, you can use the API to send and receive messages, manage conversations, and track the delivery of messages.

To send a message using the API, you will need to make a HTTP POST request to the API endpoint with the message text and recipient information in the request body. The API will then send the message to the specified recipient on WhatsApp.

To receive messages, you can set up a webhook to receive HTTP POST requests from the API whenever a message is sent to your business account. The webhook will contain the message text and sender information, which you can then process and respond to as needed.

Overall, the WhatsApp Cloud API is a useful tool for businesses looking to communicate with their customers through the popular WhatsApp messaging platform.

Supported API Providers

List Items Style

Unordered list items

The HTML element represents an unordered list of items, typically rendered as a bulleted list. An unordered list starts with the <ul> tag. Each list item starts with the <li> tag. The list items will be marked with bullets (small black circles) by default:

List Item [direction] Docly Settings > Header > Logo [/direction]
Consectetur adipiscing elit
Integer molestie lorem at massa
Facilisis in pretium nisl aliquet

Ordered List Items

The HTML element represents an ordered list of items — typically rendered as a numbered list. An ordered list starts with the <ol> tag. Each list item starts with the <li> tag. The list items will be marked with numbers by default:

List Item [direction] Docly Settings > Header > Logo [/direction]
Consectetur adipiscing elit
Integer molestie lorem at massa
Facilisis in pretium nisl aliquet

How to import contacts and map the CSV?

WhatCX lets you import contacts from a CSV file as well. All you have to do is create an excel sheet with all the details you want to have for your contacts. Download the file in CSV and import it. Please note – Name, Mobile Number, and Country Code are the mandatory field.

How to Import contacts and map the CSV

Here are the steps to Import a CSV file and map it –

1. Login to WhatCX and navigate to Contacts on the left panel and Click on Import

2. Select the file you want to upload

3. Click on Map CSV

4. You now need to define the fields in the system as per the data in the sheet. In the below screenshot, I have mapped the name against the First name, Country code against the country code, and Mobile Number against the Mobile. This means that the input of which field has what data is given to the system.

Please note – Name, Phone number and country code are the mandatory field.

5. You can click on the + icon to add more fields in case you want to assign a Tag to these contacts, or want to have their company name etc.
6. Once you are done with mapping your CSV file. Click on Save and Continue

7. Your file will be imported and you can see your data

8. Click on Go back to Contacts and you will find all your contacts there.

Modules in Depth

WhatCX is a platform that allows businesses to use WhatsApp as a communication channel with their customers. It is built on the WhatsApp Cloud API, which enables businesses to send and receive messages on WhatsApp in a way that is scalable and efficient.

WhatCX aims to help businesses nurture leads and engage with their customers in a more personal and effective way. With its features and tools, businesses can automate and streamline their communication with customers, gather valuable insights, and improve their customer experience.

Whether you are a small business owner, a customer service team, or a marketing professional, WhatCX can help you connect with your customers and grow your business.

Let’s discuss the different modules in depth.

Articles

Contacts
Conversations
Broadcast
Templates
QR Codes & Widgets
Bots
Forms
Feedback
Enquiry
Admin

Contacts

One of the key features of WhatCX is the ability to add contacts in a quick and easy way, making it an efficient tool for managing customers in bulk.

With WhatCX, you can import large lists of contacts from a CSV file, which allows you to quickly add multiple contacts at once.

This feature is especially useful for businesses that need to manage a large number of customers and leads, as it saves time and effort compared to manually adding each contact one by one.

Learn more about Contacts with the related articles.

How to add Contacts manually?

Overview

One of the key features of WhatCX is the ability to add contacts in a quick and easy way, making it an efficient tool for managing customers in bulk. With WhatCX, you can import large lists of contacts from a CSV file, which allows you to quickly add multiple contacts at once.

This feature is especially useful for businesses that need to manage a large number of customers and leads, as it saves time and effort compared to manually adding each contact one by one.

While we give you the option to import the contacts. You can also add contacts manually as well.

To add contact Manually follow the below steps.

1. Login to WhatCX, and click on the contacts in the left navigation.

2. Click on Add Contacts and enter the contact’s details like in the screenshot below. Enter all the information you have for that particular contact like Name, Email, Country Code, Mobile Number. You can also assign Sticky agents for the contact.

3. Post entering the details click on ‘Save Contact’ and the contact will be created.

How to import contacts and map the CSV?

WhatCX lets you import contacts from a CSV file as well. All you have to do is create an excel sheet with all the details you want to have for your contacts. Download the file in CSV and import it. Please note – Name, Mobile Number, and Country Code are the mandatory field.

How to Import contacts and map the CSV

Here are the steps to Import a CSV file and map it –

1. Login to WhatCX and navigate to Contacts on the left panel and Click on Import

2. Select the file you want to upload

3. Click on Map CSV

4. You now need to define the fields in the system as per the data in the sheet. In the below screenshot, I have mapped the name against the First name, Country code against the country code, and Mobile Number against the Mobile. This means that the input of which field has what data is given to the system.

Please note – Name, Phone number and country code are the mandatory field.

5. You can click on the + icon to add more fields in case you want to assign a Tag to these contacts, or want to have their company name etc.
6. Once you are done with mapping your CSV file. Click on Save and Continue

7. Your file will be imported and you can see your data

8. Click on Go back to Contacts and you will find all your contacts there.

How to apply Advance Filters and create a Contact List?

Overview

One of the key features of WhatCX is the ability to add contacts in a quick and easy way, making it an efficient tool for managing customers in bulk. With WhatCX, you can import large lists of contacts from a CSV file, which allows you to quickly add multiple contacts at once.

This feature is especially useful for businesses that need to manage a large number of customers and leads, as it saves time and effort compared to manually adding each contact one by one.

How to apply Advance Filters and Create a List

Follow the below steps to create a view through advance filters –

1. Go to contacts module and Click on Advance Filters

2. Select the Field Condition and Value and Click on Apply Filters.

3. You’ll have this view. Now Click on Save Current List

4. Now enter the name of the view and click save List.

Conversations

WhatCX provides a user-friendly interface for managing conversations with customers on WhatsApp.

With the platform’s conversation module, businesses can easily respond to customer inquiries, track customer interactions, and gather valuable insights to improve the customer experience.

Additionally, WhatCX offers the ability to assign chat labels to conversations, which can help you better organize and prioritize your communication with different groups of customers.

This feature allows you to easily categorize and filter conversations based on specific criteria, such as the type of inquiry or the stage of the customer journey.

Let’s learn more about the Conversation Module through related articles.

How to manage chat in conversation module?

Overview

Conversations on WhatsApp are an important aspect of customer interaction and are crucial to consider when interacting with customers on the platform. WhatsApp is a popular messaging app that allows businesses to communicate with customers in real-time, providing an opportunity to build relationships and improve customer satisfaction.

How can you use conversations in WhatCX

WhatsApp is a crucial engagement tool for users all around the world and is rapidly becoming the most popular conversational messaging service in the world. WhatCX Conversations already supports WhatsApp and can assist you in addressing the following patterns-

1. You can check all the chats assigned to you by clicking on All Chats

2. Admins can check all Team chats and Agent Chats by clicking on ‘All Chats’

3. You can use chat filters like Active Chat sessions, Assigned chats, Unassigned chats

How to create Chat Labels in WhatCX

Chat labels are labels that can be applied to conversations on WhatsApp to help organize and classify them. These labels can be used to categorize conversations by topic, priority, or any other relevant criteria, making it easier to find and manage conversations within the app. Chat labels can be created and customized by the user and can be applied to individual conversations or to groups of conversations.

To create Chat Labels in WhatCX follow the below steps –
1. Login to WhatCX and click on Admin in the left panel

2. Under Contacts, you will find the option Chat Labels

3. Click on Add Label, Give your Chat Label a Title. It could be anything depending on your business needs. You can choose the Label colour by clicking on ‘Color’ and then Click ‘Create Label’

Once you click on Create Chat labels and proceed to conversations. You can use the Chat Labels to distinguish between your conversations by priority, lead quality etc.

How to Apply Chat labels to your conversations

You can apply chat labels within the conversation module. Chat labels helps to differentiate the chats with respect to their stage in the entire conversation funnel
For example, in the below screenshot, a customer messaged the business and they are assigned a customer label ‘Interested’ to it, giving the user that the customer is interested in buying our product.

From where do you assign a Chat Label to a conversation

1. Go to Conversations on the left panel
2. Click on any of the customer’s names. On the right navigation, you will find the Chat labels

3. Click on Chat Labels and Enter the label you want to assign from the list of Labels created.
Please note – the Use case can be different depending from industry to industry, brand to brand

4. Click on Update Contact and the label will be assigned to the contact and the contact will be assigned a Label next to it.

Benefits of putting Chat Labels in Conversations

Using chat labels in WhatsApp conversations can help you organize and manage your conversations more effectively. Some potential benefits of using chat labels include:

1. Improved organization: Labeling chats allows you to categorize and group conversations based on subject, topic, or other relevant criteria, which can help you keep track of important conversations and find them more easily.

2. Enhanced productivity: By labeling chats, you can prioritize your conversations and focus on the most important ones first, which can help you be more productive and efficient in your communication.

3. Better communication: Labeling chats can also help you communicate more effectively with your contacts by allowing you to easily identify and respond to important conversations.

Overall, by prioritizing customer conversations on WhatsApp and approaching them with care and consideration, businesses can enhance the customer experience and build long-lasting relationships with their customers.

How to update Contacts Profile, add Sticky Agents & Tags?

Overview

Conversations on WhatsApp are an important aspect of customer interaction and are crucial to consider when interacting with customers on the platform. WhatsApp is a popular messaging app that allows businesses to communicate with customers in real-time, providing an opportunity to build relationships and improve customer satisfaction.

How to update Contacts Profile in Conversations Module

A contact profile on WhatsApp is a collection of information about a person that gets captured when a user messages you or is a contact created by the agent within the platform.

The benefits of having a contact profile on WhatCX include being able to quickly and easily communicate with the contact. It also allows you to easily view and update the contact’s information, such as their name, phone number, assign agents, tags, labels, etc.

How to update contacts Profile

1. Login to WhatCX and go to Conversations
2. Click on the contact’s name, in the right navigation you will find Profile on the top
3. Fill in the customer details and click on Update Contact

How to Add Sticky Agents to your Conversations

A sticky agent is a customer service representative who is assigned to a specific customer or group of customers and is responsible for handling all of their inquiries and issues. This can be helpful in a conversation because it allows the customer to build a relationship with a specific representative and feel more comfortable reaching out with questions or concerns. It can also help to ensure that the customer’s needs are consistently met and that any issues are resolved in a timely manner.

How to Add Sticky Agents

1. Log in to WhatCX and click on the Conversations module in the left panel

2. Click on any Contact name, under the Profile section on the right navigation, you will find the option Sticky Agents. Select from the list of Agents and Click Update Contact.

Once you click on Create Chat labels and proceed to conversations. You can use the Chat Labels to distinguish between your conversations by priority, lead quality etc.

How to Create Agents/Users

To create Users/Agents follow the below steps –
1. Login to WhatCX and click on Admin in the left panel
2. Under Manage Users, you will find the option Users

3. Click on Add User
4. Enter the details and click on Add User, a new user will be created.

How to Assign Tags in Conversations

Tags can be helpful in conversations by allowing businesses to organize and categorize conversations and customer interactions. This can help to streamline communication and make it easier to find and reference specific conversations or issues. Additionally, tags can be used to identify trends or common issues that may be impacting a large number of customers, allowing businesses to proactively address these issues and improve the customer experience.

How to Create Tags

1. Login to WhatCX and click on Admin in the left panel

2. Under Admin, you will find the option Contacts Tags
3. Click on Add Tags, and Give your Tag a Title. It could be anything depending on your business needs. You can choose the Tag color by clicking on ‘Color’ and then Clicking ‘Create Tag’
Once you click on Create Tag and proceed to conversations. You can use the Chat Labels to distinguish between your conversations by priority, lead quality etc.

How to assign Tags
1. Go to Conversations on the left panel
2. Click on any of the customer’s name. On the right navigation you will find the Tags

3. Click on Chat Labels and Enter the label you want to assign from the list of Tags created.
Please note – the Use case can be different depending from industry to industry, brand to brand

4. Click on Update Contact and the tag will be assigned to the contact and you can have a filtered view of tags in the contacts module

Broadcast

The broadcast feature in WhatCX is a powerful tool that allows businesses to send bulk messages to their entire database of contacts on WhatsApp.

This feature is especially useful for businesses that want to reach out to a large number of customers or leads at once, as it saves time and effort compared to sending individual messages one by one.

Additionally, the broadcast feature in WhatCX allows businesses to target their audience based on specific criteria, such as location, language, or the stage of the customer journey.

This can help businesses tailor their messages to different segments of their audience, ensuring that their communication is relevant and personalized.

Learn more about Broadcast through related articles.

How to schedule a Broadcast?

Here is your guide to another feature on WhatCX. You can schedule a broadcast and send it to as many contacts as you want.

With the support of strong sales-enabling features, WhatCX, which is based on the official WhatsApp Cloud API, helps businesses increase their online sales and enhance customer experiences.

With the help of WhatCX’s robust WhatsApp Cloud platform, businesses can collect orders via WhatsApp, turn product queries into paying customers, turn abandoned carts into sales, provide order updates and data to customers, and interact with them through multi-agent support.

Steps to Scheduling a Broadcast on WhatCX

Using broadcast lists, which are maintained contact lists, you can send messages to a large number of your consumers at once. If any of your clients respond to your message, their response will show up in your CHATS panel as a regular massage.

To start with creating a Broadcast on WhatCX you need to follow the below steps-

1. Login to your WhatCX account, navigate to the broadcast section on the left side, select Add Broadcast, and then give your Broadcast a name. 2. After clicking “Create Broadcast,” you will be sent to the Template Creation page. If you want to use an existing broadcast template, you can choose that option from the template menu, or you can create a new one. Enter the broadcast message here, then click Next.
3. After clicking “Next,” you will land to Time Sensitive. You have 2 choices here –

‘Yes’ (Instant) – which implies the messages will be delivered within 15 minutes.
‘No’ (Batch Processing) – The message will be delivered to clients in batches and at a scheduled time.
After making the selection, click Next and move on.

4. You will then be prompted to choose the audience for your broadcast message after selecting the Broadcast delivery. Included here is the list of recipients you want to send the broadcast to. It can be of the following types –

All Opted In – Here, the contacts added to our contact list and approved by the business will be taken.
Contact List – You can select “Contact List” and send the broadcast to the group you wish to deliver messages to if you have established a customized view for a particular customer.
Tag Selected – If you have created a tag, such as “Hot Leads,” and you only want people who have the “Hot Lead” status to receive the broadcast message, you can select “Tag Selected” as the audience type and continue with the other stages.
Upload Contacts – The list of contacts you want to send messages to can be uploaded here. Please Note –
- - The file should be a CSV file
  - Name, Mobile No. (with no prefix) and Country Code (No ‘+’ prefix to be used)
Imported File – These are the documents that the contacts section imported.
Intelligent Audience – Basically, it is a combination of New, Recently Active, and Inactive connections. You can choose “New” if you only want to send messages to newly added members. You can also choose “Recently Active Contacts” or “Inactive Contacts” if you only want to send messages to recently active or inactive contacts. Then click “Send” to continue.

5. After choosing the audience, enter the message in the “Parameters and Media” box.

The curly {{1}} braces are essentially used to specify the field value, and the definition of the value “1” must be explained in the Parameters section.
Fallback value simply refers to the message that should be displayed to customers if there is no first name in the contact list.
Now you need to define the {{1}} to the system in the Parameters section.
In the screenshot, we want {{1}} to be the first name of the customer.
In {{2}}, we have selected the Fixed Value as our ‘type’ and we want the customer to have the link to the website at the bottom of the message.
You can choose any image, video, or other types of media to send as an attachment to your customers.

When you’re done, click the next button to move on.

6. Post creating your template message and fixing the parameters and media, you now have to review the contacts. In the ‘Review’ section, you can edit the contact details if you want or can delete a contact from the list.

7. After you have done the review of the message you reach the 7th step which is to schedule the date and time for the broadcast message.

8. Post-scheduling the broadcast date and time, you have to set the Broadcast Campaign setting where you need to take the following actions –

Assign an Agent or team to reply to the response received after Broadcast.
If in case you click on Register and Enquiry on response, you need to create a default response message for the broadcast message.

9. Once you have set the Broadcast Campaign settings you will reach the final step which shows you the campaign estimate.

What are the different audience types in Broadcast?

Overview

Broadcast is a feature on WhatsApp that allows a user to send a message to multiple contacts at once. This can be especially helpful for businesses looking to communicate with their employees or clients efficiently.

One of the main advantages of using broadcast for business communication is the ability to reach a large number of people in a short amount of time. Instead of sending individual messages to each contact, a business can use broadcast to send a single message to a pre-selected group of people. This can save time and effort, as well as ensure that all recipients receive the same information at the same time.

Types of Broadcast Audience that can be selected on WhatCX

It can be of the following types –

1. All Opted In – In this context, “All opt In” means that every contact that has been added to the contacts module will be included as part of the audience. This means that the message or communication will be sent to all of these contacts at the same time. The “All opt In” audience type is often used when a business or organization wants to ensure that all of their contacts receive the same information at the same time. It can be an effective way to reach a large number of people quickly and efficiently..

2. Contact List – The “Contact List” audience type allows a user to send a message or communication to a specific group of people. To use this audience type, a view must first be created in the contacts module, which allows the user to select a specific group of contacts based on certain criteria (e.g. marketing lead tag). When the “Contact List” audience type is chosen, the message or communication will be sent only to the contacts included in the selected view. This allows a user to target their communication to a specific group of people, rather than sending it to the entire contact list.

Follow the below steps to create a view

Go to contacts module
Click on Advance Filters, select the Field Condition and Value and Click on Apply Filters.
You’ll have this view. Now Click on Save Current List
Now enter the name of the view and click save List

3. Tag Selected – The “Tag Selected” audience type allows a user to send a message or communication to a specific group of people based on a particular tag. For example, if a user has created a tag called “Hot Leads,” they can use the “Tag Selected” audience type to send a message only to the contacts with the “Hot Lead” status. To use the “Tag Selected” audience type, the user must first assign the relevant tag in the contacts module and then select it as the audience type when sending the message or communication.

4. Upload Contacts – The “Contacts Upload” audience type allows a user to send a message or communication to a specific group of people by uploading a list of contacts in a CSV file. To use this audience type for broadcasting, the user must create a CSV file containing the name, mobile number, and country code for each contact they wish to include in the message.
• The file should be a CSV file
• There shouldn’t be any space in the cells

5. Imported File – You can import a particular contacts list at the time of creating the broadcast and use it to send communication

6. Intelligent Audience – Basically, it is a combination of New, Recently Active, and Inactive connections. You can choose “New” if you only want to send messages to newly added members. You can also choose “Recently Active Contacts” or “Inactive Contacts” if you only want to send messages to recently active or inactive contacts. Then click “Send” to continue.

Templates

The templates module in WhatCX is a useful tool that allows businesses to create and manage pre-written messages that can be easily sent to customers or leads on WhatsApp.

These templates can include a variety of information, such as product or service information, support or FAQs, or marketing messages.

By using templates, businesses can save time and effort in crafting responses to common customer inquiries, and they can ensure that their messaging is consistent and professional.

One of the main benefits of the templates module in WhatCX is that it allows businesses to create and store a library of pre-written messages that can be easily accessed and used whenever needed. This can help businesses streamline their communication and respond to customer inquiries in a timely and efficient manner.

Additionally, the templates module in WhatCX offers customization options, so businesses can tailor their templates to their specific needs and audience.

Here are the related articles to learn more about Templates.

How to Create Templates on WhatCX?

Here is your guide to another feature on WhatCX. Businesses can send structured messages to customers who have chosen to receive notifications using WhatsApp message templates, which are pre-made and pre-approved templates. Messages may contain updates on payments, delivery information, issue resolution, appointment reminders, etc.

Steps to create a Template on WhatCX

You need to follow the below steps to create a template on WhatCX

1. Login to your WhatCX account and go to Templates on the left side panel. Click on Add Template.

2. The below window will appear once you click on “Add Template”. Name your template in the template label. This could be related to the campaign you want to launch.

3. Post giving a name to your template. You have to choose the Template category. Within the template category, there are 3 options –

Transactional – As the word suggests, these templates will have a transactional message, which could be something related to sharing account-related information with the customers
Marketing – Within marketing, you can pass on information regarding some offers, campaigns, webinars, etc.
OTP – OTP template category can be chosen to share OTP and password-related information with the customers.

Please note – In the screenshot, we have chosen marketing as a template category.

4. Once you have chosen the template category, you need to select the template type. Within the template type, we have 4 options available.

Text – If you select Text as a template type you will only be able to add the text message in the body of the template.
Image – If you select Image as a template type, you’ll be able to add both text and attach an image as a media file.
Document – If you select Document as a template type, you’ll be able to add both text and a document in PDF format as a media file.
Video – If you select Video as a template type, you’ll be able to add both text and attach a video as a media file.

Please note – In the example, we have chosen image as a template type.

5. Choose your desired language in the Template Language. We’ll recommend to use English US.

6. You now need to enter the Element Code name, please note that this should be a unique value and should not have any space in it.

7. Now you will land on Template Format, here you need to write the template content which you want to send to your customers to start a Business Initiated Conversation. The text content should not exceed 1024 characters.

Please note – You can add Dynamic values in the content as well.

Dynamic Values are basically the values that you want to be changed or personalized to every customer when you are sending messages. You need to define the system the value you want to pass in your dynamic fields in the param section right below the template format.

Add a Footer if you want your message to have a footer as well. This will appear at the bottom of your message in grey.

You can also select what actions you want the user to take when you send out the template messages. You can select from the 3 options.

No Action – You want that the user should not be able to make any actions to the template message
Call to Action Buttons – There are 2 call to actions that can be set up –

1. 1. URL – Here you can put in any link to which you want your customers to get redirected to.
  2. Phone – Here you can add a number to which your customer can call.

Please note – In the below screenshot we have selected both the options.

Quick Replies – You can set at least 3 quick replies or action points on which you want the customer actions to happen.
In the below screenshot, we have configured two quick replies. You can click on ‘Add another Quick Reply’ and add another quick reply.

8. Once you are through with your Interactive Actions, you have to choose a sample media in case the Template Type is an Image, Document, or Video. Once you have submitted the sample media click on Save Draft to proceed.

9. Post saving the template draft, you will have to click on Submit to WhatsApp for Approval.

10. Your template will now be forwarded for review. You can see the status of your template by clicking on “Sync From WhatsApp”.

Once the status of the template is approved, you are good to send this template to individual contacts or send it as broadcast.

QR Codes & Widgets

The QR and Widget module in WhatCX allows businesses to create and manage multiple QR codes for use in marketing campaigns.

These QR codes can be placed on a website or in physical locations, such as storefronts or promotional materials, and can be used to direct prospects and customers to a WhatsApp conversation with the business.

Using the QR and Widget module, businesses can create QR codes with specific campaign objectives in mind, allowing them to tailor their messaging and interactions with prospects and customers. Once a QR code is scanned, the user will be directed to a WhatsApp conversation with the business, providing a convenient and immediate means of communication and customer service.

Here are the related articles to know more about QR and Widgets.

How to create QR & Widgets?

The QR and Widget module in WhatCx allows businesses to create and manage multiple QR codes for use in marketing campaigns. These QR codes can be placed on a website or in physical locations, such as storefronts or promotional materials, and can be used to direct prospects and customers to a WhatsApp conversation with the business.

How to create QR and Widget

To create a QR and Widget, follow the steps –

1. Login to WhatCX and navigate to QR and Widgets in the left panel

2. Click on Generate QR and Widget

Title – Give a title to your QR Code, it could be anything related to your campaign
User Message – A user message is basically the message which will be sent to you when someone comes through scanning the QR code. It will help you identify your campaigns
Intent – Intent is basically what happens after the user scans the QR code and a message is sent to you on WhatsApp. This can be further categorized into actions.
- Open Bot – If you select the intent as Open Bot, it will ask you to select which bot you want to be triggered for the campaign if you created one already or you can create one as well specific to the campaign. You can also add Response in case you want to. You can assign tags and also put a domain of your website or landing page.
- Log Enquiry – If you select Log Enquiry, it means that anybody scanning the QR code and messaging the business will be logged and an enquiry and the agent or team can take it up. You can write a response message which will be sent to the customer once he reaches out to the business. You can assign tags and also put a domain of your website or landing page.

- Connect to Team – You can select to assign a team post the customer messages to the business; the team can take over the chat. You can also add a team response and assign tags and domains for the same.

- Connect to Team – You can select to assign a team post the customer messages to the business; the team can take over the chat. You can also add a team response and assign tags and domains for the same.

- Connect to Agent – You can select to assign an agent once the customer messages the business; the selected agent can take over the chat. You can also add an agent response and assign tags and domains for the same.

Response message – A response message is what you want to send to the customer as a response once they message the business
Assign Tags – Here you can assign the tags in case you want a specific tag associated with the campaign. This will be helpful in categorizing the campaign type
Domain Allowed – Here you can add the website domain

Once you have set up all the fields, click on Create Widget and it’s done. Your QR will be created.

How to customize your QR & Widget?

The QR and Widget module in WhatCx allows businesses to create and manage multiple QR codes for use in marketing campaigns. These QR codes can be placed on a website or in physical locations, such as storefronts or promotional materials, and can be used to direct prospects and customers to a WhatsApp conversation with the business.

How to customize your QR and Widget

Once you have created your QR and Widget, click on the title of any of the QR and Widgets you have created that you want to customize.

You’ll land on a screen like the one in the below screenshot.

1. Click on Customize. You’ll be able to make the below modifications in your QR and Widget.

Style – You can change the style of the widget
Button Text – Here you can write what text you want to be displayed on the button. Please ensure that the text does not exceed more than 20 characters
Welcome Text – Welcome text is what will be seen by the customers when they scan the code. Please ensure that the text does not exceed more than 20 characters
Upload Company Logo – You can here upload the logo of your company and you can also set the position of the Logo to be at the Top or Bottom. You can also customize it basis
- If you want to show the number of Live Agents
- Ask for the WhatsApp number
- Show the QR code
- Override the Brand Colour – You can change the color from here
- Preview – This will basically give you a view as to how will it be visible to the people on the website

Once you are done click on Publish and it’s done.

We hope this article has helped you better understand how to use QR and Widgets for WhatsApp campaigns and take benefit out of it. It would be great to explore any further concerns, free free to reach us out at WhatCX.

Bots

Bots, can be used to facilitate conversations on WhatsApp and serve customers in order to provide a better customer experience.

These bots can be programmed to handle a variety of tasks, such as answering frequently asked questions, providing personalized recommendations, or even completing transactions.

By using bots, businesses can streamline their customer service process and reduce the burden on human customer service representatives, allowing them to focus on more complex tasks.

How to create a Bot?

Overview

Bots, can be used to facilitate conversations on WhatsApp and serve customers in order to provide a better customer experience.

These bots can be programmed to handle a variety of tasks, such as answering frequently asked questions, providing personalized recommendations, or even completing transactions.

By using bots, businesses can streamline their customer service process and reduce the burden on human customer service representatives, allowing them to focus on more complex tasks.

How to create a bot

For creating a bot, follow the steps below:

1. Log in to your WhatCX Account, go to the Bots Module and click on the Create Bot button on the top-right.

2. A modal will appear to enter the Name of the Bot, fill in your desired name and click on Proceed.

3. The bot is created. You can now add and configure chat blocks in the created bot.

Overall, using bots to facilitate conversations on WhatsApp can help businesses improve customer satisfaction and efficiency, while also freeing up human customer service representatives to focus on more complex tasks.

How to create a Chat Block?

Overview

Bots, can be used to facilitate conversations on WhatsApp and serve customers in order to provide a better customer experience.

These bots can be programmed to handle a variety of tasks, such as answering frequently asked questions, providing personalized recommendations, or even completing transactions.

By using bots, businesses can streamline their customer service process and reduce the burden on human customer service representatives, allowing them to focus on more complex tasks.

What is a Chat Block?

A chat block can be defined as a stage in an Automated Bot.

Chat Blocks consist of different components such as Welcome Message(s), Option Message, Type of Options, Option Labels, Response Message(s), Intents, Couldn’t Understand Message, and Default Team Settings.

How to create a Chat Block?

For creating a chat block, follow the steps below:

1. Log in to your WhatCX Account, go to the Bots module and click the Edit button on the Bot if you want to add a chat block to.

2. Click on the Add Chat Block button on the top-right.

3. A modal will open with a guided experience for creating a chat block.

4. The first stage includes configuring:

Block Name – This field is to enter the name of the chat block you are creating.
Welcome Message – This is to configure the first message(s) you want to send to your user whenever the chat block is triggered. You can set up multiple welcome messages that will be triggered in a series.

When configured, click on Proceed.

5. The second stage includes the Options settings. The settings include:

Options Message – This is to configure and set up the message which will be sent along with the Options.

Options Type – This is to select the type of Option you want to use for the Chat Block. The types include:
- Text – This type will require the user to enter number inputs in the Chat. For example, Type ‘1’ for Yes.
- List – This type will allow you to add up to 10 options for the users to choose from. A list modal opens up in the WhatsApp chat for users to choose from.
- Button – This type includes the Quick Reply buttons attached with the message as Options. You can add up to 3 Buttons in a Chat Block.
Options – This consists of setting up all the configurations for the Option. It includes:
- Label – This is to set up the label of the option that will be visible for the user to select.
- Response Message – This is to set up the message that will be sent in the chat whenever a user selects a particular option. You can add multiple response messages for an Option.
- Next Action – This is to select the Action that will be triggered whenever a particular option is selected by the user. The Actions include:
  - Trigger Bot
  - Trigger Chat Block
  - Resend Options
  - Trigger Default Chat Block
  - Trigger Enquiry
  - Trigger Form
  - Connect to Team
  - Connect to Agent
  - No Intent
- Assign Tags – This is to select the tag(s) that will be assigned to the contact if the option is selected by the user.
- Assign Chat Labels – This is to select the Chat Label(s) that will be assigned to the chat if the option is selected by the user.

When done, click on Proceed.

6. The third stage is to configure all the non-option settings of the Chat Bloc. The settings include:

“Couldn’t Understand” Message – This is to enter the message that will be sent in the chat when the user enters an invalid response to the Options Message.
A checkbox to select whether you want this chat block to be the starting point in the Bot flow.
Default Team for Interaction – This is to select the team that will be assigned to the conversation when the user passes the fault tolerance.
Invalid Count Tolerance – This is to configure the number of invalid attempts that will be allowed in the conversation before it is transferred to the default team.
Transfer to Default Team Message – This is to configure the message that will be sent in the chat when the user passes the fault tolerance is being transferred to the Default Team.

When done setting up, click on Proceed.

7. The fourth and last step includes a preview of how the chat block will look in a conversation when triggered.

Forms

Forms in WhatsApp can be a helpful tool for capturing customer data and streamlining communication with your customers. By creating forms within WhatsApp and sending them to your customers, you can easily gather important information and feedback, such as contact details, preferences, and satisfaction ratings. This can help you better understand your customers and their needs, allowing you to provide a more personalized and effective service.

In addition, forms in WhatsApp can be completed and submitted quickly and easily, making them a convenient option for both you and your customers. They also allow you to collect data in real-time, giving you up-to-date insights and allowing you to make informed decisions more quickly.

How to create Forms?

Overview

Forms in WhatsApp can be a helpful tool for capturing customer data and streamlining communication with your customers. By creating forms within WhatsApp and sending them to your customers, you can easily gather important information and feedback, such as contact details, preferences, and satisfaction ratings. This can help you better understand your customers and their needs, allowing you to provide a more personalized and effective service.

In addition, forms in WhatsApp can be completed and submitted quickly and easily, making them a convenient option for both you and your customers. They also allow you to collect data in real-time, giving you up-to-date insights and allowing you to make informed decisions more quickly.

How to create Forms

To create a form:

1. Log in to your WhatCX account, go to the Forms Module, and click on Add Form button on the top-right.

2. Clicking on the Add Form Button opens up the modal to enter the Form Name and then the Add Form view with relevant fields for our customer to create a form. The fields include:

Form Name – Here you enter the name of the form
Welcome Message – It basically involves setting off a response each time a form is triggered. Multiple Welcome Messages can be added to imitate how actual conversations happen on WhatsApp.
Questions Section – To configure questions and related settings, the fields include:
- Label – Here you can add a question label for your own reference
- Question Text – This is to add the actual question which will be displayed to the person filling the form in a conversation
- Type of Answer – This is to select the type of answer which will be accepted as a response. The types include Email, Phone Number, Text, Number, List, and Button.
- Validation Message Fields – Whenever a valid or invalid response is entered for a question, it sends a success or failure response message respectively
- Add Another Question – This button is to add the next question in the form
Response Timeout – To define the time after posting at which the form in the chat will be closed
Exit Form Message – Here you enter the response which will be sent when Response Timeout is triggered. There is also a checkbox that allows the user to add a web link to the form so they may view it later and fill it out.
Automated Intelligent Retry Form – toggle button to enable the option for allowing the person filling the form to fill it again if left in between. This setting include:
- Retry Message – It is to set the response which will be sent when the Retry Repetition Time is up
- Retry Repetition Time to set the time when the retry form will be triggered
- No. of Retries to set the limit of retries allowed to the person filling the form
Form Success to configure the settings which will be triggered when the form is completed by a person. The settings include:
- Thank You Message for entering the response that will be sent when the form is successfully completed. Multiple Thank You Messages can be configured which will be triggered in a series.
- Form Success Intent to set the intent which will be triggered when the form is successfully completed. The intents include:
  - Connect to Team
  - Connect to Agent
  - Trigger Bot
  - Trigger Form
  - Log Enquiry
  - No Intent
- Assign Tags to assign a tag to the contacts who complete the form
- Chat Labels to assign labels to the chat when the form is completed

3. Configure the given fields and build the form that serves your purpose the best. Click on the Save Form button at the bottommost to save the form. You have successfully added a form to the system.

Benefits and Use Cases of Integrating Forms

Overview

Forms in WhatsApp can be a helpful tool for capturing customer data and streamlining communication with your customers. By creating forms within WhatsApp and sending them to your customers, you can easily gather important information and feedback, such as contact details, preferences, and satisfaction ratings. This can help you better understand your customers and their needs, allowing you to provide a more personalized and effective service.

In addition, forms in WhatsApp can be completed and submitted quickly and easily, making them a convenient option for both you and your customers. They also allow you to collect data in real-time, giving you up-to-date insights and allowing you to make informed decisions more quickly.

Benefits of Integrating Forms

There are several benefits to integrating forms in WhatsApp:

1. Improved communication: Forms in WhatsApp allow you to easily communicate with your customers and gather information from them. This can help you better understand your customers’ needs and preferences, allowing you to provide a more personalized and effective service.

2. Convenience: Forms in WhatsApp can be completed and submitted quickly and easily, making them a convenient option for both you and your customers.

3. Real-time data collection: Forms in WhatsApp allow you to collect data in real-time, giving you up-to-date insights and allowing you to make informed decisions more quickly.

4. Streamlined data management: Forms in WhatsApp can help you streamline data management by storing all of your customer data in a single, easily accessible location.

5. Cost-effective: Using forms in WhatsApp can be a cost-effective solution for collecting customer data, as it does not require the use of additional resources or software.

Use Cases

There are several use cases where businesses might want to capture customer information through forms on WhatsApp, including:

1. Contact and demographic information: Businesses can use forms in WhatsApp to collect contact and demographic information from their customers, such as name, email address, phone number, and location. This can help businesses better understand their customer base and target their marketing efforts more effectively.

2. Customer feedback and satisfaction: Forms in WhatsApp can be used to gather customer feedback and satisfaction ratings, allowing businesses to understand how well they are meeting their customer’s needs and identify areas for improvement.

3. Product or service preferences: Forms in WhatsApp can be used to gather information on customers’ preferences for products or services, such as preferred brands, features, or price points. This can help businesses tailor their offerings to better meet the needs of their customers.

4. Event registration: Forms in WhatsApp can be used to register customers for events, such as webinars, workshops, or conferences. This can help businesses streamline the registration process and gather important information about their attendees.

5. Lead generation: Forms in WhatsApp can be used to generate leads by collecting contact information from potential customers who are interested in learning more about a business’s products or services.

Overall, creating forms in WhatsApp and capturing customer data can be a useful way to gather information and improve communication with your customers. By following these steps, you can easily create and send forms through WhatsApp and use the data you collect to make informed decisions for your business.

Form Data and Analytics

Overview

Forms in WhatsApp can be a helpful tool for capturing customer data and streamlining communication with your customers. By creating forms within WhatsApp and sending them to your customers, you can easily gather important information and feedback, such as contact details, preferences, and satisfaction ratings. This can help you better understand your customers and their needs, allowing you to provide a more personalized and effective service.

In addition, forms in WhatsApp can be completed and submitted quickly and easily, making them a convenient option for both you and your customers. They also allow you to collect data in real time, giving you up-to-date insights and allowing you to make informed decisions more quickly.

What is a Response Time out and how what effect it will have on Forms?

A response timeout is the time interval after which the system will send the Exit Form Message with/without the weblink if the form is left unattended or incomplete.

This helps to identify the customers who started filing out the form but didn’t complete it for any reason, and make sure the business does not lose on the lead by pursuing it with a message & a weblink to the form.

Form Data & Analytics

To access the form entries and other relevant analytics of the form:

1. Login to your WhatCX account, go to the Forms module, and click on the Form whose entries you want to access.

2. After selecting the form, the detailed view of the form will open up. The components of the detailed view include:

Form Overview section for seeing details like Form Name, No. of Questions in the Form, and Total No. of Contacts who Started & Completed the form
A circular chart for showing stats of the form source. For now, a form can be triggered from QR codes, Bots, Conversations, Broadcasts, and other Forms.
A section to toggle between people who Completed or Started the form. There also exists a button to edit the form alongside these buttons to edit the form.
Under the Tabs section, there exists a search bar to search through the displayed entries, a range selector to select the date range for the entries displayed, and an Export button to export the displayed entries.
In the lower half of the view, all the entries with relevant headers are available for the customer to browse through.

Feedback

Overview

The feedback module in WhatCX is a feature that allows businesses to gather customer feedback on their customer service agents. This module enables businesses to send surveys or review requests to customers who have interacted with a specific agent via WhatsApp, and it provides tools for collecting and analyzing the responses.

By using the feedback module, businesses can gain valuable insights into their customers’ experiences with their customer service agents, which can help them improve the overall quality of their customer service.

How to Configure the Feedback Bot

To Configure Enquiry in WhatCX follow the below steps –

1. Login to WhatCX and navigate to Feedback in the left panel
2. You’ll see all Feedbacks that have been received till now in the below screenshot
3. You now click on Configure. Please note that you need to Configure your Feedback templates only in case you want the bots to reply automatically in the Feedback Module

Feedback Bot Status – This is to ensure that you want the feedback bot to be activated or not. In case you want the feedback bot to trigger check the toggle button.
Default Feedback Resolution Message – This is basically the message that will be triggered once you end the Chat with a particular contact.
Agent Rating Message – Once the Feedback bot is triggered, it will now be asked to rate the agent if the issue is resolved.
No Resolution Message – In case the issue the customer raised is not resolved, you can set a No Resolution message that will be triggered
Leave Feedback Message – Here the bot is basically asking the customer to write a message in case they want to.
Thank You End Message – Once the Feedback is done, a thank you message will be sent by the bot.
Sorry End Message – This will be triggered if in case the issue is not resolved.

4. Click on save and the Feedback bot will be configured

We hope this article has helped you better understand how to use the Feedback module and take benefit out of it. Try it now!!

Enquiry

Overview

The Enquiry module is WhatCX is very useful with respect to addressing the requests for information or assistance made by a customer to a company.

It is typically triggered when a customer has an issue or concern that has not been resolved by an agent, and they want to speak to someone with higher authority or expertise to address the matter in more detail.

Enquiries can be escalated to business heads or other high-level executives if the issue requires their attention or if the customer feels that the issue has not been adequately addressed by the agents/employees.

In a customer service context, enquiries can be tracked and managed through a system such as WhatCX, which allows for the tracking of enquiry stages. These stages might include “new enquiry,” “under process,” or “closed.” This system allows for efficient tracking and management of customer issues, ensuring that enquiries are properly addressed and resolved in a timely manner.

How to configure Enquiry

To Configure Enquiry in WhatCX follow the below steps –
1. Login to WhatCX and navigate to Enquiry in the left panel
2. You’ll see all Enquiries that have come till now

3. You now click on Configure.

SLA Hours – It is basically after how long you want to receive the escalated emails reporting that the issue is not resolved.
Email Id – You can specify the email id on which you want the escalated emails to be sent. Note – Escalated emails will be only sent once you click on the checkbox
Enquiry Welcome Message – You can set the enquiry welcome message, which is basically what should be sent to a customer when they raise an enquiry
Enquiry Close Message – it is basically the message which will be sent to the customers once the Enquiry is closed.

4. Click save. Now all the triggers which will be registered as Enquiry will receive the configured messages.
You can also view the Enquiry Details by Clicking on the Enquiry ID and change the status of the Enquiry as Processing, Escalated, Closed, etc

We hope this article has helped you better understand how to use the Enquiry module and take benefit out of it. Try it now!!

Admin

The Admin module in WhatCX is a powerful tool that allows businesses to manage and customize their WhatsApp profiles, create custom tags and labels, and perform wallet recharges. It also provides a central location for managing user and team data within the platform.

Through the Admin module, businesses can manage their WhatsApp profiles, including setting a profile picture, bio, and more. This can help businesses establish a professional and consistent presence on the messaging platform, and can be particularly useful for companies that rely heavily on WhatsApp for customer communication.

How to setup Office Hours?

Overview

Office Hours mean the times of the day and week; your company is actively working and is available to attend to queries coming in through WhatCX. Office Hours come in handy to give the right expectations to expect delays in reply, to the users messaging the business, whenever the company and its employees are not available.

How to configure Office Hours?

1. Log in to your WhatCX account and navigate to the Admin Module.

2. Go to the Office Hours menu.

3. In the top section, select the time zone for your organization and configure the Outside Office Hour message by enabling the checkbox.

Organization’s Location and Time Zone: This is to select the time zone in which your organization is working.
Outside Office Hour Message: This field is to configure the message that will be sent to the user whenever they message the business outside office hours. Above this field, there is a checkbox above this field, and by checking that you will enable the message to be sent. If the box is unchecked, then the Outside Office Hour message will not be sent.

4. In the lower section, set the office timings for each working day or use the “Copy to All” option for consistent timings across all days.

5. To save changes, click on Update Office Hours button.

How to configure Conversations settings in Admin?

Overview

The conversation menu consists of the options to edit Conversation related settings like Agent Name Display Settings, Agent Assignment Settings and Control Timeout Setting. The Conversation menu can be found in Admin Module.

How to configure Agent Name Display Settings?

1. Login to your WhatCX account. Go to the Admin Module and then to the Conversations menu. Agent Name Display Settings can be found in the topmost section of the Conversations menu.

2. At the top of the settings, there are two checkboxes, namely:

Display Agent Name – Checking this box will enable the settings and now the chat messages will be sent with agent names whenever the agent changes in a conversation.
Display Agent Name on all chat messages – Checking this box will enable sending the agents’ names on all chat messages rather than whenever the agents are switching in a conversation.

3. Next, there are two customization settings to configure how the name of the agents looks in a chat message, namely:

Name Position – This is to change between top and bottom positions for displaying the name on the chat message.
Name Format – This is to decide among various naming formats in which the agents’ names should be displayed.

4. Click on Save Changes to save the settings.

How to configure Assignment Settings?

1. Login to your WhatCX account. Go to the Admin Module and then to the Conversations menu. Assignment Settings can be found in the middle section of the Conversations menu.

2. At the top of the settings, there are two checkboxes, namely:

Allow Sticky Agents – Checking this box will enable the setting to allow the system to connect users messaging the business to connect with the agent which is either assigned to the contact or in the reply action.
Allow reconnecting with the last agent? – Checking this box will enable the setting to connect the users messaging the business to connect with the last agent they had a chat with if no agent is assigned to the conversation through reply action.

3. Moving on, there are two fields to configure:

Reconnect With Agent Message – This is to configure the message that will be sent when the user is connected with the last agent with whom the user had a chat with.
Assignment Failure Message – This is to configure the message that will be sent when the agent assignment fails in a chat.

4. Click on Update Assignment Settings to save the settings.

How to configure Control Timeout Settings?

1. Login to your WhatCX account. Go to the Admin Module and then to the Conversations menu. Control Timeout Settings can be found in the bottommost section of the Conversations menu.

2. From the Control Timeout Setting, you can set the control timeout for Bot, Broadcast Bot, Enquiry Bot, and Feedback.

3. Click on Update Control Timeout Setting to save the settings.

How to configure Global Settings?

Overview

The Global Setting feature in WhatCX allows businesses to configure the percentage of usage for the 1000 free BICs (Broadcast, Integration, and Conversation) allocated by WhatCX. This feature allows businesses to distribute the usage across the different modules as per their requirements.

How to configure Global Setting?

1. Login to your WhatCX account. Go to the Admin Module and then to the Global Setting menu.

2. From there, you can adjust the free limit allowed for Broadcast, Integration and Conversation under the Set Percentage limit out of 1000 BIC section.

3. Click on Update Settings to save changes.

How to configure Integrations?

Overview

Integrations allows you to connect WhatCX with other CRMs for lead management and conversational purposes.

How to configure Integrations?

1. Login to your WhatCX account. Go to the Admin Module and then to the Integrations menu.

2. On the top right of the menu, you can find the APP-KEY along with the Add API Key button.

3. To add a new API Key, click on the Add API Key button. Enter the Title, Tags, and Allowed IP of the API Key. Click on Add Integration to save the API Key.

4. The created API Key will appear in the table along with other details.

5. You can click on the eye button available beside the Keys to unhide them. Also, in the table, click on the Status toggle will enable or disable an API Key.

How to Login to WhatCX?

Here is your guide to getting started with WhatCX. WhatCX is an all-in-one business WhatsApp tool. It helps you manage your customers on WhatsApp by bringing your whole team together, on one WhatsApp number for your customer’s ease.

What is customer service that is conversational?

While conversational service is still relatively new to most organizations, consumers now expect these simple dialogues in almost every facet of their daily lives. The way we communicate with our friends and family has changed, and this is altering what customers expect, claims Gozzo. “Conversations with a firm should feel as rich and fluid as a personal chat if it can. It represents the future of customer service.

What is WhatsApp Marketing?

WhatsApp Marketing is a form of messenger used for promoting a brand via WhatsApp. Brands can use this channel to reach a large audience, forge enduring connections with consumers, and boost sales.
It involves using WhatsApp for Business’s broadcasting capabilities to contact customers with announcements about sales, new products, forthcoming events, or engagement-focused campaigns like order updates, feedback requests, and so forth.

In order to access your WhatCX account: Go to https://www.whatcx.com/ in your browser.

1. There is a login button at the top right corner of WhatCX’s homepage. You’ll be directed to the Sign In page after clicking it.

2. On the “Sign In” page, enter your registered email address and password.
If you can’t recall the password you used to sign in to your WhatCX account, you can reset it by clicking on Recover Lost Password shown in the above image.

You will get a password-reset link in your email right away after clicking the Recover Lost Password link.

To change your account’s password, click the password reset link.

How does WhatCX benefit your business?

Businesses may reach customers, accelerate sales, and promote scalable business growth using WhatCX. By incorporating WhatCX into their routes for communication, now Business Owners can –

• Manage client expectations through quick customer response
• Send Broadcast messages to their customers informing them about new product launches, offers, schemes, etc and can boost their sales and conversions
• Connect with consumers on their preferred channel of communication, help them at scale, and much more to streamline company communications!

We hope this article has given you a better understanding of the WhatsApp Cloud API provided by WhatCX, how to access your WhatsApp Business account, What is conversational CRM, and the opportunities that WhatCX brings to your company through WhatsApp Marketing.

Pre-requisites

WhatsApp cloud API is a set of tools and services that allows businesses to integrate WhatsApp messaging into their systems and processes. With the WhatsApp cloud API, businesses can send and receive messages, track delivery and read receipts, and manage customer conversations in a scalable and secure manner. The WhatsApp cloud API is particularly useful for businesses that want to use WhatsApp as a customer service channel, or that want to automate their communications with customers. Some examples of businesses that might benefit from using the WhatsApp cloud API include e-commerce companies, banks, airlines, and customer service departments.

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What are the pre-requisites to start using the Free Plan?

WhatsApp cloud API is a set of tools and services that allows businesses to integrate WhatsApp messaging into their systems and processes. With the WhatsApp cloud API, businesses can send and receive messages, track delivery and read receipts, and manage customer conversations in a scalable and secure manner. The WhatsApp cloud API is particularly useful for businesses that want to use WhatsApp as a customer service channel, or that want to automate their communications with customers. Some examples of businesses that might benefit from using the WhatsApp cloud API include e-commerce companies, banks, airlines, and customer service departments.

Here are a few points to consider as prerequisites for using the WhatCX Free Plan

1. You need to have a Facebook Page of your Business

2. You need to have a Facebook Business Manager. You can get the Facebook Business manager verified to take out the benefits of it. – Read the article on How to apply for Facebook Business Manager Verification

3. You need to have a WhatsApp Business account. This is a separate account from your personal WhatsApp account and is specifically designed for businesses to communicate with their customers. Please ensure, the number you will be using for WhatCX should not be used on WhatsApp app.

4. You need to have a clear understanding of your business needs and goals. This will help you determine which API provider is the best fit for your business and will help you communicate your requirements to the API provider.

5. You need to have a domain name and a publicly accessible URL. This is required for WhatsApp to send webhooks to your server.

6. You need to have a valid SSL certificate for your domain. WhatsApp requires that all API requests and webhooks be made over a secure connection.

7. You need to have a basic understanding of API concepts and how to make API requests. This will be necessary in order to integrate the WhatsApp Business API into your own systems and processes.

8. You should carefully review the terms of service and privacy policy of the API provider. It is important to understand how your data will be used and protected before you start using the API.

Invite Users & Setup Teams

Overview

WhatsApp can be a helpful tool for businesses in a number of ways.

Users:

Users of WhatCX can communicate with a business through the app, making it easier for them to get in touch with the company and ask questions or get support. This can help to improve customer satisfaction and loyalty.

Users can use WhatCX to send updates and important information to their customers, such as new product releases or special promotions. This can help to keep customers informed and engaged with the business.

Teams:

WhatCX can be used by teams within a business to collaborate and communicate with one another. This can help to improve productivity and efficiency by allowing team members to stay in touch and share information and updates quickly and easily.
WhatCX can be used to create group chats or broadcast lists, which can be useful for sending updates or announcements to multiple people at once. This can be particularly helpful for businesses with large teams or for teams that are spread out geographically.

How to Create Agents/Users

To create Users/Agents follow the below steps –
1. Login to WhatCX and click on Admin in the left panel
2. Under Manage Users, you will find the option Users

3. Click on Add User

4. Enter the details and click on Add User, a new user will be created.

How to Create Teams

To create Teams, follow the below steps –

1. Login to WhatCX and click on Admin in the left panel
2. Under Manage Users, you will find the option Teams
3. Click on Add Teams

Team Name – Here you can give your team a name
Members – You can choose the members you want to have in a particular team
Team Manager – This is the person who basically manages the entire team
Template available for team – You can create pre written templates that you want to send on the team behalf here
Team Feedback Message – You can also set a team’s Feedback message to capture the Feedbacks
Team Welcome Message – You can also draft a Team’s welcome message which will be sent automatically when the team gets connect with the customer
Team No One Available Message – You can set No one available message as well in case no one from the team is online

4. You can also set Quick Replies

5. You can also Auto assign tags as well

Once you are done with it Click on Add Team and you’ll be able to see it in your Teams list.

Overall, WhatCX can be a useful tool for businesses looking to improve communication and collaboration with both their customers and their teams.

How to create FB Business Page?

To create a Facebook Business Page, follow these steps:

1. Go to Facebook’s Create a Page website (https://www.facebook.com/pages/create).
2. Click on Pages in the Left Navigation

3. Under Pages, click Create New Page

4. Enter the Page Details and Click Create Page and click save

5. Enter the required information for your Page. This includes your business name, category, and contact information.

6. Once your Page is set up, you can start posting updates, photos, and other content to share with your followers.

Add money to your Wallet

Overview

In order to use the WhatCX services such as Broadcast and Integrations, it is important to ensure that there is sufficient balance in your WhatCX wallet. This is because each conversation with a customer through WhatCX incurs a fee based on the country in which the conversation is initiated.

To ensure that the system operates smoothly and that there are no disruptions in sending out broadcasts and integrations, it is important to maintain an adequate balance in your wallet.

How to Add Money to your Wallet on WhatCX

To Add money to your WhatCX wallet follow the steps –
1. Login to WhatCX, Click on Admin in the left navigation
2. Under Wallet, click on Add to Wallet

3. Enter the amount you want to make the recharge for and click on the Add to Wallet Button

4. You will be redirected to adding a payment method, you can either scan the QR code or add your card or choose Net banking or wallets to make the payment.

5. Select the method and Click on Pay Now.

How to register?

Overview

Welcome to WhatCX’s Free Plan! We are excited to help your business increase online sales and improve customer experiences through the use of our powerful WhatsApp Cloud platform. With this plan, you will have access to features such as collecting orders via WhatsApp, turning product inquiries into paying customers, converting abandoned carts into sales, and providing order updates and data to customers through multi-agent support. Take advantage of these sales-enabling tools and start growing your business today.

How to register for the Free Plan

1. Open https://www.whatcx.com/

2. Click on Start for Free on the top

3. You’ll be redirected to the registration Form, fill in the details and proceed with your Free Plan.

How to reset your WhatCX account password?

Here is your guide to getting started with WhatCX. WhatCX is an all-in-one business WhatsApp tool. It helps you manage your customers on WhatsApp by bringing your whole team together, on one WhatsApp number for your customer’s ease.

WhatCX is a powerful MarTech platform providing a cutting-edge sales channel for brands, a strategic campaign management solution, and an all-in-one CRM tool for WhatsApp Business conversations.

How does WhatCX benefit your business?

Businesses may reach customers, accelerate sales, and promote scalable business growth using WhatCX. By incorporating WhatCX into their routes for communication, now Business Owners can –

Manage client expectations through quick customer response
Send Broadcast messages to their customers informing them about new product launches, offers, schemes, etc and can boost their sales and conversions
Connect with consumers on their preferred channel of communication, help them at scale, and much more to streamline company communications!

How to reset WhatCX’s password?

To reset the password, please follow the following steps –

1. Go to WhatCX’s homepage and select “Login” to change the password for your account.
2. Click on Recover Lost Password

3. You will get a password-reset link in your email right away

4. Click the password reset link that you received in your email

5. Enter the new password and return to the login page after creating it and log in using the new password.

6. You can now use the WhatCX platform

We hope this article has helped you better understand how to reset WhatCX’s account password. Try out the Free Trial Now! (Hyperlink to the Sign-Up page)

How to apply Advance Filters and create a Contact List?

Overview

One of the key features of WhatCX is the ability to add contacts in a quick and easy way, making it an efficient tool for managing customers in bulk. With WhatCX, you can import large lists of contacts from a CSV file, which allows you to quickly add multiple contacts at once.

This feature is especially useful for businesses that need to manage a large number of customers and leads, as it saves time and effort compared to manually adding each contact one by one.

How to apply Advance Filters and Create a List

Follow the below steps to create a view through advance filters –

1. Go to contacts module and Click on Advance Filters

2. Select the Field Condition and Value and Click on Apply Filters.

3. You’ll have this view. Now Click on Save Current List

4. Now enter the name of the view and click save List.

How to connect a FB Business Page to FB Business Manager?

To connect your Facebook Business Page to Facebook Business Manager, follow the steps

1. Go to https://business.facebook.com/ and select Settings to view your business manager.

2. Click on Business account info > Go to Business Settings

3. Once you click on Business settings, click on Business info (Refer to the below image). You will be able to see the relevant business information here.

4. Click on Edit in the right Navigation next to the Brand Icon, under the Primary page connect your Facebook Business page here

5. Copy the Facebook Business URL here –

6. Copy the Business Account ID from Business Account Info.

7. Paste the Business Account ID here –

Onboarding Requirements

Onboarding onto the Meta platform for using the WhatsApp Cloud API is a straightforward process that can be completed in just a few steps. However, it is important to make sure that you have all of the necessary requirements in place before starting the onboarding process.

To start the Onboarding Process, you need to check the verification status of your Facebook Business Manager page. Follow the steps to check-

Go to https://business.facebook.com/
Login or sign up to view the page
Click on the business brand name
Go to Settings > Business Account Info
Check under Business Verification Status for verification status

If the account is unverified, please keep any 2 documents handy-

GST RC
Business Pan Card/ Udyam Certificate
Electricity or phone bill with the same address as in GST RC
Phone number, email, and address matching the information on the Brand website and Facebook page.

Please note the following regarding phone numbers:

The phone number should not be previously linked to WhatsApp. If you wish to use the same number for WhatCX, we can delete the existing account and create a new one on WhatCX.
Avoid making calls with the designated mobile number.
The phone number should be active. If it is obtained and registered by another person on WhatsApp, your company’s WhatsApp business account will be canceled and cannot be recovered.

In the below articles, we will explore the requirements that you need to meet in order to successfully onboard onto Meta and start using the WhatsApp Cloud API for your business communication needs.

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How to apply for Facebook Business Manager Verification?

Facebook Business Verification is distinct from Facebook Page Verification and has additional advantages. You have access to a variety of tools and products when you validate your Facebook Business Manager account, and it serves as a prerequisite for using the WhatsApp Business API to create chatbots.

In addition, people are more likely to trust a verified Facebook business manager account.

Steps to Apply for Facebook Business Manager Verification

Go to business.facebook.com
If your business is already created, choose the business account. If you don’t already have one, you can create a Facebook Business Manager account.
Select “Business Settings” from the left navigation.
From the ‘Business Settings’ page, select ‘Security Center’ from the left menu.
Click on Start Verification Button
Enter your business information, then click Next.
If your business isn’t listed, choose None of these matches or the correct option from the list.
Verify your business information and submit the Business documents.
Post submitting the Business documents, specify how you would want to receive a verification code on your business phone number- by text, phone, or email.
Enter the code and Click Submit.

Documents required for Facebook Business Manager account verification

When Applying for the Facebook Business Manager

For Business Name Verification
a. GST RC
b. PAN Card
c. Certificate of Incorporation(COI)

For Adress and Phone Number Verification
a. Bank statement
b. Udyam Certificate
c. Phone or Electricity bill
d. GST RC

What are some common reasons of Facebook Business Verification rejection?

If the Legal Name and Address document have different addresses – Please make sure that all documents have the same address.
The provided website URL does not contain the business’ legal name – Make sure your website’s footer includes the legal name of your business.
Business Email not used at the time of verification – Please ensure that you use your business email when applying for verification.

After completing business verification, you may always go back to Security Center and change your information. Any modifications, however, will necessitate a fresh business verification process from you.

Before Meta tries to verify your business again, they might ask for your ID if they’re unable to do so the first time. Meta may require you to provide additional evidence, such as a certificate of incorporation or a company license to confirm that your business is registered if they are unable to validate your business in your initial submission.

What are the eligibility requirements for a WhatsApp Business API?

For client notifications or better customer service, businesses should use the WhatsApp for Business solutions.

Facebook requires you to finish your Facebook Business Verification in order to recognise legitimate businesses and provide them access to the features they require.

We will be covering the following topics in this module:

How to check if your Facebook Business Manager is already verified
Documents required to apply for Verification
Application
Application Review and Approval
What should you do in case the application gets rejected

How to check if your Facebook Business Manager is already verified

Follow the steps below to see if your Business Manager account has been verified –

Open https://business.facebook.com/
Click on the business brand name > Settings > Business Account Info
From there click on Go to business settings
There you will see the Business details, where under Business Verification Status you see verified or unverified

In case the business in Unverified the first thing we’ll do is to check what documents will be needed to apply for verification.

Documents required to apply for Verification

When you try to verify your business, if it is not listed, you can be asked to provide official documentation to show that it has been registered. These documents must include your company’s legal name as well as its postal or telephone address.

The approved documents are listed below (in order of recommendation). For further information, you can also click on this link. (https://www.facebook.com/business/help/159334372093366)

How to Apply for Facebook Business Page Verification

1. Go to https://business.facebook.com/ and select Settings to view your business manager.

2. Click on Business account info > Go to Business settings

3. Once you click on Business settings, click on Business info (Refer to the below image). You will be able to see the relevant business information here. Start editing the information in the Business details. Once you have done that under the Business verification satus click on view details.

4. Scroll down to Security Center and select Start Verification

5. After clicking on Start Verification, select your country and click Next

6. You must provide all of your company’s information here, including name, address, phone number, and website. Verify that this information is accurate and matches the Business Details in your supporting documents as well as MCA records. When finished, select Next.

7. Now, Facebook will compile a list of businesses that match the data you just provided.

• From this list, you must choose your company to move on. If in case your Organisation is not listed, select ‘My Organisation isn’t listed’ and click Next.

8. Simply confirm the business information you wish to publish to Facebook in this section. These specifics must coincide with the company specifics in the supporting documents you will provide next. As soon as the verification process is over, this information will also be available on your business profile.

• In order to verify your legal business name, you must submit a supporting document in this step. Any acceptable document, such as a business licence, incorporation certificate, bank account statement, etc., may be uploaded.
• The same procedure needs to be followed in order to confirm your legal business address or phone number. Click the next button after you have uploaded a valid document.

9. You must choose on a verification method. You have the option of receiving a code by phone or email or using the domain of your company’s website to verify.

10. If you choose phone call, someone will call your registered number, and if you choose email, you will get the OTP on email.

Application Review and Approval

After you have submitted the application, Facebook could take 2-10 business days to review your application. You’ll get a confirmation email if your application was accepted. Additionally, you can monitor the progress of your application in the Security Center.

You might not get a response right away but you will receive a notification if Facebook needs any additional information. In that case, you will need to reply to the same Facebook support case and provide the required supporting documents there.

What should you do in case the application gets rejected

Several factors could lead to the rejection of your verification. You can always question Facebook’s decision and provide the required data to finish your verification.

It is advisable to not make more than 2 attempts after rejection of the application as Facebook might make it difficult to verify your business after making the third attempt. You can anytime reach us at [email protected] and we are there to help you through.

We hope that we were able to answer the questions that arise regarding Facebook Business Manager Verification. For more such interesting articles, stay tuned to WhatCX.

What to do if the verification button is not visible when applying for Facebook Business manager Verification?

You must validate your Facebook Business Manager account in order to apply for WhatsApp Cloud API (or WhatsApp API). But what if the verification button on your Facebook Business Manager page is hidden, deactivated, or greyed out?
Find out how to enable the verification button for your Facebook Business Manager account.

You’ll come across one of two situations – either your ‘Start Verification’ button is greyed out, indicating the option is disabled, or it’s completely hidden, indicating your page isn’t even qualified for verification.

The verification button for Facebook Business Manager is disabled or greyed out.

If the first scenario applies, you might be able to see the option to authenticate your Facebook Business Manager account, but it will be disabled or greyed out (as shown below).

Using the same email address that you used to sign up for your Facebook Business Manager account, we will create a Facebook for Developers account and then create an app in order to enable the Facebook Business Manager verification button (it won’t an actual app, but a dummy).

Follow the below steps to proceed –

1. Open www.developers.facebook.com and make sure your Facebook Business Manager account is logged in before you do so.
2. To start creating your Facebook for Developers account, click “Get Started.”
3. The “Welcome to Facebook for Developers” welcome screen will appear; click “Continue” to proceed.

4. After that, you will have to input your legitimate company email address and tick the box next to Facebook’s terms and conditions. The email address you enter must match the one you used to sign up for and validate your Facebook Business Manager account.
Once you’ve entered the correct business email address, click “Send Verification Email” to have Meta send you an email to confirm your ownership of the address.

You will notice that if you have attempted this step before, you will instead see the screen below to “Review Your Email Address,” where you will have the opportunity to change your email address.

If you get this message, you must change your email address to match the one you used to register or create your Facebook Business Manager account.

As soon as you have entered the correct email address, click “Confirm Email.”

5. To verify or confirm your email address, check your email and click the verification email (or confirmation email, depending on whether you entered the email address earlier).

6. Type in the verification code from the email. If you did not get the email from Facebook, click “Send Email Again.”
7. The next step is to choose your role when creating your Facebook for Developers account. In other words, who are you joining up as?

8. You’ll be directed to a screen where you can create the app right away. To build a new app, select “Create App.” Although you won’t be making an actual app, you still need to make a test app in order to enable verification.

9. You must choose your app type after clicking “Create App”. Choose “Business” from the list and click “Next” to continue.
10. The next step is to give your app a name and input the email address you wish to be connected to it. You can choose any name for the app name, and you should ideally use the email address you used to create your Facebook Business Manager account as the app contact email (for the sake of simplicity, because more email IDs may complicate the registration process). Lastly, select the Facebook Business Manager account that is linked. Select “Create App”. You will have to enter the password to proceed

11. You will be taken to the “App Dashboard,” which is seen below. Simply take a note of the displayed “App ID” and return to your Business Settings. From the menu on the left, select “Apps.”

12. An app must now be added to your Facebook Business Manager account. After clicking “Add,” select “Connect an app ID.”

13. Click “Add app” and then paste the App ID that you copied from your Facebook for Developers panel into the appropriate section.
14. Since you are the app’s admin, your request will be immediately authorised. Select “OK.” Refresh the page now, and the added app should appear.

15. Refresh the page after selecting “Security Center” from the menu on the left, and the option for verification should appear.

The Facebook Business Manager verification button is completely Hidden

In the second scenario, it’s possible that you will not even see the Facebook Business Manager verification button.
Follow the below steps to proceed –

1. Open https://developers.facebook.com/apps/create/, select “Business,” and then click “Next.”
2. The next step is to give your app a name and input the email address you wish to be connected to it. You can choose any name for the app name, and you should ideally use the email address you used to create your Facebook Business Manager account as the app contact email (for the sake of simplicity, because more email IDs may complicate the registration process). Lastly, select the Facebook Business Manager account that is linked. Select “Next.”

3. Go to App Review on the left side, click on Permissions and Features and click on “Request Advance Access”
4. Refresh the page after selecting “Security Center” from the menu on the left, and the option for verification should appear.

We hope this article has helped you better understand how to make the Facebook Business Manager Button visible. Even though you took precautions to prevent the issues outlined in this post, your Facebook Business Manager verification may still have failed. Contact the team at WhatCX and we’ll be happy to assist you.

Getting Started

Building a Solid Foundation: A Beginner's Guide to the WhatsApp Cloud API and WhatCX This guide is intended for businesses new to the WhatsApp Cloud API and WhatCX platform. If you are an existing WhatCX customer seeking app documentation, please refer to our dedicated support resources. click here.

WhatsApp Cloud API is a web-based API that allows businesses to send and receive messages on the WhatsApp messaging platform. With the API, businesses can integrate WhatsApp messaging into their own systems, enabling them to communicate with their customers directly through WhatsApp.

WhatCX aims to help businesses nurture leads and engage with their customers in a more personal and effective way.

With its features and tools, businesses can automate and streamline their communication with customers, gather valuable insights, and improve their customer experience.

Whether you are a small business owner, a customer service team, or a marketing professional, WhatCX can help you connect with your customers and grow your business.

What is WhatCX?

WhatCX is a platform that allows businesses to use WhatsApp as a communication channel with their customers. It is built on the WhatsApp Cloud API, which enables businesses to send and receive messages on WhatsApp in a way that is scalable and efficient.

Join us as we delve into the various components of WhatCX. In the coming articles, we will uncover the full range of features and functionality offered by this powerful platform. From automating customer service to sending out promotional messages, WhatCX has something for every business. So let’s get started and discover all that WhatCX has to offer.

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Introduction
WhatsApp Cloud API
Onboarding Requirements
Onboarding Process
Modules in WhatCX
Conversation Flow
Billing & Wallet
Glossary

Introduction

WhatsApp Cloud API is a web-based API that allows businesses to send and receive messages on the WhatsApp messaging platform. With the API, businesses can integrate WhatsApp messaging into their own systems, enabling them to communicate with their customers directly through WhatsApp.

WhatCX is a platform that allows businesses to use WhatsApp as a communication channel with their customers. It is built on the WhatsApp Cloud API, which enables businesses to send and receive messages on WhatsApp in a way that is scalable and efficient.

WhatCX aims to help businesses nurture leads and engage with their customers in a more personal and effective way. With its features and tools, businesses can automate and streamline their communication with customers, gather valuable insights, and improve their customer experience. Whether you are a small business owner, a customer service team, or a marketing professional, WhatCX can help you connect with your customers and grow your business.

To learn about WhatCX and how to get started, you can check out the following articles.

How to Sign-up on WhatCX?

Here is your guide to getting started with WhatCX. With the support of strong sales-enabling features, WhatCX, which is based on the official WhatsApp Cloud API, helps businesses increase their online sales and enhance customer experiences.

With the help of WhatCX’s robust WhatsApp Cloud platform, businesses can collect orders via WhatsApp, turn product queries into paying customers, turn abandoned carts into sales, provide order updates and data to customers, and interact with them through multi-agent support.

Businesses can use a single dedicated WhatsApp Number to connect with their clients while utilizing WhatCX.

WhatCX is a powerful MarTech platform providing a cutting-edge sales channel for brands, a strategic campaign management solution, and an all-in-one CRM tool for WhatsApp Business conversations.

This blog will explain how to get started using WhatCX’s WhatsApp Cloud API platform.

Steps to Follow

1. The first step is to begin the sign-up process by providing some fundamental information. After that, launch your browser and navigate to https://www.whatcx.com

On the homepage, there is a button that says “Sign Up for Free Demo” in the upper right corner. You will be taken to the signup page after clicking it.

Simply state a few essential business information, such as:

First Name
Last Name
Email
Phone Number
Company Name
Website URL

2. Once you fill in the details, Click on the ‘Submit’ button. When you have successfully signed up. You will receive an email with the login credentials.

You can browse through the demo account and experience the platform.

How does WhatCX benefit your business?

Businesses may reach customers, accelerate sales, and promote scalable business growth using WhatCX. By incorporating WhatCX into their routes for communication, now Business Owners can –

• Manage client expectations through quick customer response
• Send Broadcast messages to their customers informing them about new product launches, offers, schemes, etc and can boost their sales and conversions
• Connect with consumers on their preferred channel of communication, help them at scale, and much more to streamline company communications!

Now brands can easily communicate with their customers on the go with the help of the WhatCX app, which is accessible on Google Play and the App Store. To learn more about WhatCX, have a look at our website (Hyperlink)

Here are a few businesses like Skill Circle, Pataaree, Eclassopedia, CarInfo, etc which rely on WhatCX expertise and are using the platform to serve their users with a better customer experience.

We hope this article has helped you better understand how to use WhatCX’s WhatsApp Cloud API and take benefit out of it. Try out the Free Trial Now!

How to Login to WhatCX?

Here is your guide to getting started with WhatCX. WhatCX is an all-in-one business WhatsApp tool. It helps you manage your customers on WhatsApp by bringing your whole team together, on one WhatsApp number for your customer’s ease.

What is customer service that is conversational?

While conversational service is still relatively new to most organizations, consumers now expect these simple dialogues in almost every facet of their daily lives. The way we communicate with our friends and family has changed, and this is altering what customers expect, claims Gozzo. “Conversations with a firm should feel as rich and fluid as a personal chat if it can. It represents the future of customer service.

What is WhatsApp Marketing?

WhatsApp Marketing is a form of messenger used for promoting a brand via WhatsApp. Brands can use this channel to reach a large audience, forge enduring connections with consumers, and boost sales.
It involves using WhatsApp for Business’s broadcasting capabilities to contact customers with announcements about sales, new products, forthcoming events, or engagement-focused campaigns like order updates, feedback requests, and so forth.

In order to access your WhatCX account: Go to https://www.whatcx.com/ in your browser.

1. There is a login button at the top right corner of WhatCX’s homepage. You’ll be directed to the Sign In page after clicking it.

2. On the “Sign In” page, enter your registered email address and password.
If you can’t recall the password you used to sign in to your WhatCX account, you can reset it by clicking on Recover Lost Password shown in the above image.

You will get a password-reset link in your email right away after clicking the Recover Lost Password link.

To change your account’s password, click the password reset link.

How does WhatCX benefit your business?

Businesses may reach customers, accelerate sales, and promote scalable business growth using WhatCX. By incorporating WhatCX into their routes for communication, now Business Owners can –

• Manage client expectations through quick customer response
• Send Broadcast messages to their customers informing them about new product launches, offers, schemes, etc and can boost their sales and conversions
• Connect with consumers on their preferred channel of communication, help them at scale, and much more to streamline company communications!

We hope this article has given you a better understanding of the WhatsApp Cloud API provided by WhatCX, how to access your WhatsApp Business account, What is conversational CRM, and the opportunities that WhatCX brings to your company through WhatsApp Marketing.

How to reset your WhatCX account password?

Here is your guide to getting started with WhatCX. WhatCX is an all-in-one business WhatsApp tool. It helps you manage your customers on WhatsApp by bringing your whole team together, on one WhatsApp number for your customer’s ease.

WhatCX is a powerful MarTech platform providing a cutting-edge sales channel for brands, a strategic campaign management solution, and an all-in-one CRM tool for WhatsApp Business conversations.

How does WhatCX benefit your business?

Businesses may reach customers, accelerate sales, and promote scalable business growth using WhatCX. By incorporating WhatCX into their routes for communication, now Business Owners can –

Manage client expectations through quick customer response
Send Broadcast messages to their customers informing them about new product launches, offers, schemes, etc and can boost their sales and conversions
Connect with consumers on their preferred channel of communication, help them at scale, and much more to streamline company communications!

How to reset WhatCX’s password?

To reset the password, please follow the following steps –

1. Go to WhatCX’s homepage and select “Login” to change the password for your account.
2. Click on Recover Lost Password

3. You will get a password-reset link in your email right away

4. Click the password reset link that you received in your email

5. Enter the new password and return to the login page after creating it and log in using the new password.

6. You can now use the WhatCX platform

We hope this article has helped you better understand how to reset WhatCX’s account password. Try out the Free Trial Now! (Hyperlink to the Sign-Up page)

WhatsApp Cloud API

Are you looking to integrate WhatsApp messaging into your business? WhatsApp’s cloud-based API allows you to do just that, enabling you to communicate with your customers in a convenient and familiar way.

In the coming blogs, we will explore the capabilities of the WhatsApp Cloud API and how it can benefit your business.

From automating customer service to sending out promotional messages, the possibilities are endless.

So, if you’re ready to take your customer communication to the next level, keep reading!!

Overview

WhatsApp Business API is a platform that businesses can use to interact with their customers through the WhatsApp messaging app. The API allows businesses to send and receive messages, as well as perform other actions such as setting up automated chatbots and managing customer information.

The WhatsApp Business API is particularly useful for businesses that want to communicate with their customers in real-time and at scale.

For example, a business could use the API to send promotional messages or alerts to a large number of customers or to handle customer inquiries and complaints in a more efficient manner. The API also enables businesses to build custom chatbots that can handle common customer queries, freeing up staff to focus on more complex tasks.

How Pricing Works

Businesses that use the WhatsApp Business Platform are charged based on the number of conversations they have with their customers. This includes all messages exchanged within a 24-hour period.

Conversation-based Pricing and How it Works

The WhatsApp Business Platform charges businesses based on the number of conversations they have with their customers. These conversations are divided into two categories: user-initiated and business-initiated.

User-Initiated Conversation – A user-initiated conversation is one that begins in response to a message from a customer. Businesses can send unlimited messages within a 24-hour window to a customer without incurring additional charges.

Business-Initiated Conversations – A business-initiated conversation is one that begins when a business sends a message to a customer outside of the 24-hour window. These types of conversations require the use of message templates and are charged at different rates depending on the customer’s location.

All conversations are measured in 24-hour sessions, which start when the first business message is sent or received. Businesses and customers can exchange any number of messages within a single 24-hour session without incurring additional charges. The charges for conversations are based on the customer’s country code.

Free Tier Conversations

As a way to help businesses build experiences that their customers will love, the WhatsApp Business Platform offers a free tier of conversations. Each WhatsApp Business account (WABA) is eligible for 1,000 free conversations per month, which can be either user-initiated or business-initiated.

This free tier is available to all WABA accounts, regardless of the number of phone numbers attached to the account. The free tier is refreshed on a monthly basis based on the time zone associated with the WABA. This means that businesses can have up to 1,000 free conversations each month before incurring any charges.

Daily Broadcasting Limits

The WhatsApp Business Platform has messaging limits in place to regulate the number of business-initiated conversations that a business can initiate using each of its phone numbers within a 24-hour period. A business-initiated conversation begins when the first template message is sent to a customer and ends 24 hours later.

Unverified businesses are limited to initiating 250 business-initiated conversations within a rolling 24-hour period.

Verified businesses, on the other hand, have different limits based on the number of unique customers they can reach within a 24-hour period. For example, a verified business with an approved display name and a business phone number can initiate conversations with:

1,000 unique customers
10,000 unique customers
100,000 unique customers
An unlimited number of unique customers

Verified businesses with a higher messaging limit are able to reach a larger number of customers in a shorter period of time, which can be beneficial for businesses that need to communicate with a large number of customers on a regular basis.

Template Management

Template management allows businesses to create, edit, and delete message templates for use in WhatsApp Business API conversations. These templates can include pre-approved text, images, and other media, and can be used to quickly and easily send standard messages to customers. By using template management, businesses can streamline their communication processes and improve their efficiency.

Meta has some template guidelines to ensure that all users have a pleasurable interaction while connecting with businesses.

	Unverified Business Manager	Verified Business Manager without any WABA with OBA	Verified Business Manager with at least one WABA with OBA
Time to get template messages approved	24 hours after submitting template message	Instant	Instant
Limit of number of Business Initiated Conversations per day	250	1k to 100k (Depends on quality rating)	1k to 100k (Depends on quality rating)

Enforcement Processes

The WhatsApp Business Account, Business Manager, and template levels are all incorporating enforcement procedures against spam and scams.

Any templates that have been identified as spammy or fraudulent (for instance, chain letters, pyramid schemes, unlawful or forbidden communications, or unwanted electronic communications, see Business Terms of Service) will not be accepted, even if it was accepted earlier.

Templates with a lot of negative feedback will be put on hold.

This implies that new template messages must be prepared and submitted in accordance with marketing best practices and to ensure communication clarity.

Here are some pointers for avoiding template messages being rejected:

Abstain from sending messages that are open-ended or introductory.
Sending ambiguous or pointless messages should be avoided.
Review and abide by the Business Messaging Policy, Commerce Policy, and Business Terms of Service for WhatsApp.
Avoid sharing link URLs with too many strange characters or without the company name because this could be taken as phishing.
To establish a connection between the message and the business, clearly and explicitly state the name of the company.

Register for Cloud API

WhatsApp Cloud API is a web-based API that allows businesses to send and receive messages on the WhatsApp messaging platform. With the API, businesses can integrate WhatsApp messaging into their own systems, enabling them to communicate with their customers directly through WhatsApp.

To use the WhatsApp Cloud API, you will need to sign up for a business account with WhatsApp and obtain an API key. Once you have an API key, you can use the API to send and receive messages, manage conversations, and track the delivery of messages.

To send a message using the API, you will need to make a HTTP POST request to the API endpoint with the message text and recipient information in the request body. The API will then send the message to the specified recipient on WhatsApp.

To receive messages, you can set up a webhook to receive HTTP POST requests from the API whenever a message is sent to your business account. The webhook will contain the message text and sender information, which you can then process and respond to as needed.

Overall, the WhatsApp Cloud API is a useful tool for businesses looking to communicate with their customers through the popular WhatsApp messaging platform.

Supported API Providers

Onboarding Requirements

Onboarding onto the Meta platform for using the WhatsApp Cloud API is a straightforward process that can be completed in just a few steps. However, it is important to make sure that you have all of the necessary requirements in place before starting the onboarding process.

To start the Onboarding Process, you need to check the verification status of your Facebook Business Manager page. Follow the steps to check-

Go to https://business.facebook.com/
Login or sign up to view the page
Click on the business brand name
Go to Settings > Business Account Info
Check under Business Verification Status for verification status

If the account is unverified, please keep any 2 documents handy-

GST RC
Business Pan Card/ Udyam Certificate
Electricity or phone bill with the same address as in GST RC
Phone number, email, and address matching the information on the Brand website and Facebook page.

Please note the following regarding phone numbers:

The phone number should not be previously linked to WhatsApp. If you wish to use the same number for WhatCX, we can delete the existing account and create a new one on WhatCX.
Avoid making calls with the designated mobile number.
The phone number should be active. If it is obtained and registered by another person on WhatsApp, your company’s WhatsApp business account will be canceled and cannot be recovered.

In the below articles, we will explore the requirements that you need to meet in order to successfully onboard onto Meta and start using the WhatsApp Cloud API for your business communication needs.

How to apply for Facebook Business Manager Verification?

Facebook Business Verification is distinct from Facebook Page Verification and has additional advantages. You have access to a variety of tools and products when you validate your Facebook Business Manager account, and it serves as a prerequisite for using the WhatsApp Business API to create chatbots.

In addition, people are more likely to trust a verified Facebook business manager account.

Steps to Apply for Facebook Business Manager Verification

Go to business.facebook.com
If your business is already created, choose the business account. If you don’t already have one, you can create a Facebook Business Manager account.
Select “Business Settings” from the left navigation.
From the ‘Business Settings’ page, select ‘Security Center’ from the left menu.
Click on Start Verification Button
Enter your business information, then click Next.
If your business isn’t listed, choose None of these matches or the correct option from the list.
Verify your business information and submit the Business documents.
Post submitting the Business documents, specify how you would want to receive a verification code on your business phone number- by text, phone, or email.
Enter the code and Click Submit.

Documents required for Facebook Business Manager account verification

When Applying for the Facebook Business Manager

For Business Name Verification
a. GST RC
b. PAN Card
c. Certificate of Incorporation(COI)

For Adress and Phone Number Verification
a. Bank statement
b. Udyam Certificate
c. Phone or Electricity bill
d. GST RC

What are some common reasons of Facebook Business Verification rejection?

If the Legal Name and Address document have different addresses – Please make sure that all documents have the same address.
The provided website URL does not contain the business’ legal name – Make sure your website’s footer includes the legal name of your business.
Business Email not used at the time of verification – Please ensure that you use your business email when applying for verification.

After completing business verification, you may always go back to Security Center and change your information. Any modifications, however, will necessitate a fresh business verification process from you.

Before Meta tries to verify your business again, they might ask for your ID if they’re unable to do so the first time. Meta may require you to provide additional evidence, such as a certificate of incorporation or a company license to confirm that your business is registered if they are unable to validate your business in your initial submission.

What are the eligibility requirements for a WhatsApp Business API?

For client notifications or better customer service, businesses should use the WhatsApp for Business solutions.

Facebook requires you to finish your Facebook Business Verification in order to recognise legitimate businesses and provide them access to the features they require.

We will be covering the following topics in this module:

How to check if your Facebook Business Manager is already verified
Documents required to apply for Verification
Application
Application Review and Approval
What should you do in case the application gets rejected

How to check if your Facebook Business Manager is already verified

Follow the steps below to see if your Business Manager account has been verified –

Open https://business.facebook.com/
Click on the business brand name > Settings > Business Account Info
From there click on Go to business settings
There you will see the Business details, where under Business Verification Status you see verified or unverified