8.4 Communicating via WhatsApp (If Enabled & Relevant)

Context:

This section applies only if your agency has specifically integrated a WhatsApp Business API number with Close Master. This integration allows you to manage WhatsApp conversations alongside other channels within the platform. (Setup is done in Settings → WhatsApp - See 22.16).

Managing WhatsApp Conversations:

• Unified Conversations Inbox: Incoming WhatsApp messages from contacts (or new leads - see 2.15) appear in the main Conversations feed, identified by the WhatsApp icon, just like SMS or email threads.
• Replying within 24 Hours (Customer Service Window): When a contact sends you a WhatsApp message, a 24-hour "Service Conversation" window opens. During this window, you can reply freely using the WhatsApp tab in the Conversations composer. You can send text, images, documents, voice notes, etc., similar to regular WhatsApp usage. This type of reply is typically free or lower cost.
• Replying/Initiating Outside 24 Hours (Requires Templates): Once 24 hours have passed since the contact's *last* message, the service window closes. To re-initiate a conversation or send a message after this window:
  • You MUST use a pre-approved WhatsApp Message Template. These templates have specific categories (Marketing, Utility, Authentication) and need to be created and submitted for approval by Meta (Facebook/WhatsApp) via Settings → WhatsApp → Templates tab.
  • How to Send: In the Conversations composer, select the WhatsApp tab. Click the Paper Icon (Templates). Select the approved template you want to use. Fill in any required variables (placeholders like {{1}}, {{2}} which often map to contact fields like {{contact.first_name}}). Click Send.
  • Cost: Sending Template Messages typically initiates a "Business-Initiated Conversation," which usually incurs a per-conversation fee from Meta, billed through your Close Master / WhatsApp provider.
• Workflows: Workflows can incorporate WhatsApp communication:
  • Send WhatsApp Action: Add this action to send messages. You must select an approved Message Template OR choose None - Free form (which will only work if the action executes *during* the active 24-hour customer service window).
  • WhatsApp: Customer Service Window Check Action: Use this conditional action to check if the 24-hour window is currently open for a contact. You can then branch your workflow logic (using If/Else) to send a free-form message if the window is open, or send a specific Template Message if it's closed.

Adhering to WhatsApp's rules regarding the 24-hour window and the use of approved templates is essential for successful communication on this channel via the API.