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Overview

With the Freshdesk Messaging - WhatsApp integration, you can message or notify your customers, wherever they are on their WhatsApp numbers.


How is WhatsApp Business integration useful for Businesses?

Small businesses can interact with customers easily by using tools to automate, sort, and quickly respond to messages on the WhatsApp Business app. Medium and large businesses can communicate with customers at scale with the WhatsApp Business API.  


How to use the WhatsApp Business API?


You can use WhatsApp Business in the following ways,

  • Customer Care

Customer support messages are responses to customer-initiated conversations on WhatsApp. Businesses have only 24 hours to reply to these messages. They enable you to:

  1. Resolve issues one-on-one with private conversations
  2. Connect with your customers instantly
  3. Communicate with your customers on the channel they prefer 
  • Template Messages

Template Messages are business initiated, message templates that can be sent any time. They enable you to:

  1. Deliver important, timely messages during your customer’s path to purchase
  2. Continue the conversation with customers who respond to your notifications

Refer to our article on Template Messaging for more information.


How does the 24-hour reply window work?


As per the WhatsApp business policy, you may respond to a customer only within 24 hours of their last message to you. If a person initiates a chat with you, you may continue that conversation via Freshdesk Messaging for up to 24 hours after the last message sent to you by that person. Outside of the 24-hour window, you may only send messages via approved Message Templates.


Once 24 hours are complete after the last message by the person, the agent will not be able to respond via Freshdesk Messaging. This is what the agent's screen will look like.



How does the pricing work for WhatsApp Business API? 


The WhatsApp integration is available as a free integration on the Pro and Enterprise plans of Freshdesk Messaging.


You can refer to this article to know more about the WhatsApp pricing 


Note: Template messages have an additional charge, which is levied by WhatsApp/Facebook Inc. For more details, refer this link

 

Prices are subjected to change based on changes from WhatsApp/Facebook Inc.

Frequently Asked Questions

How long will it take to get a verified WhatsApp Business Account?

The WhatsApp Business API is currently available to a limited public view, and WhatsApp’s approval is required for all customers entering the program. You can submit a request through Freshchat, and we will keep you posted.


It typically takes 2-3 weeks for approval, verification, and setting up the account. But this is subject to change as it is dependent on Facebook and it may take longer for certain cases.

How can I start using WhatsApp Business?

Freshchat offers a business chat and conversational solution that easily integrates with the WhatsApp Business API.


To start using WhatsApp for Business through Freshchat, you need to submit an application. It is available in Settings>Integrations>WhatsApp Business. Once your application is approved, and your business account is created, we will set up your Freshchat account to connect you with your end users through your WhatsApp for Business number.

Can we integrate it with our current setup?

Yes, you can, as long as you have a WhatsApp Business account and a Facebook Business Manager ID.

Can I add multiple numbers?

Yes, there is a limit of 25 numbers as of now. Each number will be charged. If you need to add more than 25 numbers, please contact us at support@freshchat.com.

Can we move a phone number back to the business App from business API?

For now once a phone number is registered on the WhatsApp Business API, it cannot be used for the WhatsApp Business App or consumer app. A phone number can be upgraded to the Business API, but not downgraded. 

Will regular Freshchat bots work with WhatsApp?

No, bots will not work with Freshchat.

Can I create groups with WhatsApp?

No. We don't support this right now.

Can I make calls through WhatsApp?

No. You won’t be able to make calls through the WhatsApp Business number.

Can I use a normal number or should I have a WhatsApp business number?

You can use a regular number. Even landline and Freshcaller numbers can be used.

Can I sync contacts with Freshdesk or Freshsales?

No, it is not possible.

Is ticket creation possible?

Yes, you can do it through Freshchat.

I am already using the number to support customers. If I delete the number, will chat history be migrated to Freshchat or Freshdesk?

Your previous WhatsApp contacts won't appear on WhatsApp integration. Basically, it will be a clean slate and even your past conversation history from that number will not be migrated. If you want, you can take back up of those chats and store them in your cloud from WhatsApp.


Similarly, once you start using a WhatsApp Business number with Freshchat, you cannot use the number again with any other product or app. If you wish to move, you need to get a new WhatsApp Business number.


A phone number already being used with the WhatsApp Business API cannot be migrated. You will have to pick a different phone number.



For more details, visit https://developers.facebook.com/docs/whatsapp/guides/phone-number

Once integrated, will my profile show up as a verified account?

We will have to raise a request from Freshworks end to WhatsApp for this. It may take up to 15 days. A prerequisite is you need to have a verified Facebook account, else your request for a verified WhatsApp number will be rejected.

I already have a WhatsApp linked with another vendor. Can I migrate from them to Freshworks?

Yes. If a customer already has WhatsApp integrated with another vendor, they can be migrated to Freshworks with the same number.

Will the customer’s profile name and the picture be visible?

You can see your customer’s profile name, but as WhatsApp doesn’t allow us to import their profile picture, you will not be able to see it.

Is it possible to trigger bots for WhatsApp conversations?

Yes. You can assign the Bot to WhatsApp as a Messaging Channel, it will be triggered for WhatsApp conversation. You can refer to this article to know more about deploying bots on WhatsApp. 

What are the file formats supported in WhatsApp?

File formats supported in WhatsApp,

1. End customer can send images in jpeg, png, pdf, xlsx, and docx and it will all be received in Freshchat.

2. Agents can also send images, files, and videos in the above format but it will be shown as a link to the end customer and they will have to click on the link to see the attachment you sent.


*Attachment size limit is 25MB for any type of attachment.


What happens when a message is deleted in WhatsApp? 


Clearing the chat or deleting messages from inside WhatsApp will not affect the conversation inside Freshchat in any way. 

Will deleted messages get deleted from Freshchat as well?

No, deleted messages from the customer's end will still be visible in Freshchat.

How does the block and report function affect a Business?

For end-user protection, WhatsApp has a reporting and blocking mechanism. You must respect all requests by a person to block, discontinue, or otherwise opt-out of communications from you via WhatsApp.

Can I block a user?

A business cannot block a user from reaching out through WhatsApp Business number, on Freshchat.

Can a business initiate/proactively message a user?

Facebook restricts sending messages to customers after 24hrs. Proactive messaging for Marketing and Sales use cases. However, they allow sending proactive messages for a support use case such as order confirmation, booking confirmation, delivery updates, etc.
For this, a message template approval is required from Facebook (https://developers.facebook.com/docs/whatsapp/message-templates/). We will help you throughout this process. 


Important note:

Additional pricing will be applicable for proactive messages. You can refer to this link for pricing: https://developers.facebook.com/docs/whatsapp/pricing/#pricing-rules

Is there a cut-off time to message/respond to customers?

WhatsApp messages have a cut-off control that prevents messages from being delivered to users out of certain conditions.


  • Regular text messages or media messages (i.e, any non-template messages) can only be delivered on the 24 hours after the last time the customer sent a message to your business.
  • Template Messages do not have this restriction.

You can also refer to this link: https://developers.facebook.com/docs/whatsapp/api/messages#cutoffcontrol

When I write a single message with multiple line breaks, why does the message gets sent individually or in multiple fragments?

Whatsapp messages for Multi-line messages will be received as a Single message when sent from Freshchat to Whatsapp. This seems to be the behavior with Whatsapp since they don’t allow multiple Fragments to be received from our Service. For us, a message can have multiple fragments/parts. Each of them can be either text, image, etc. Hence allowing us to combine multiple different contents in a single message


But WhatsApp (or any other chat provider) does not support text and images in a multi-message. That being said, for multi-line messages sent directly by using SHIFT+ENTER and sending it will break down as Single messages and will get sent which is a technical limitation as of now.



To apply for access, click here! 


For more details, contact support@freshchat.com.