Get Started with BoldDesk WhatsApp Integration

WhatsApp is a popular messaging app that’s essential for businesses to communicate with their customers. It’s easy to use and keeps communication consistent. Everyone should have WhatsApp to stay connected with their customers.

Key features of WhatsApp in BoldDesk

The following are the key features of WhatsApp:

• WhatsApp Direct Communication: Customers can instantly connect with support agents for a smooth communication process.

• Real-Time Engagement: Provides quick responses to messages, inquiries, and feedback from customers boosting satisfaction levels.

• Multi-Media Interaction: Effortlessly share text, images, videos, documents, and more with ease, enhancing communication and overall customer experience.

• Template Messaging: It allows you to respond using a WhatsApp template.

• Group-Based Assignment: The chat is automatically assigned to a group based on your configuration when the user initiates the message from WhatsApp.

• Multichannel Support: You can configure multiple business phone numbers in your helpdesk WhatsApp integration.

Understanding the requirements of WhatsApp integration

Before integrating WhatsApp in your helpdesk software, make sure you meet and understand the following requirements and impacts:

• Disconnect existing connections: Before connecting your WhatsApp number to BoldDesk, ensure it is not linked to any other WhatsApp account or integration.
• Use a business account: Only WhatsApp Business accounts can be connected to BoldDesk. Personal accounts cannot be used.
• Convert personal to a business account: If you have a personal WhatsApp account, you need to convert it to a WhatsApp Business account. Follow the instructions in this article to make the switch.

Configure WhatsApp in BoldDesk

1. Sign into BoldDesk.
2. Click Admin > Chat > WhatsApp
   
   
   
   
3. Click the Configure option to integrate WhatsApp with BoldDesk.

Receive and respond to WhatsApp messages

1. A customer/user can initiate a WhatsApp conversation by sending a message. When an incoming WhatsApp message is received, it will create a new chat conversation in BoldDesk.

2. You can view WhatsApp conversations in the chat module, respond to customer/user messages directly in BoldDesk, and start a WhatsApp session.
   
   

   
   
   

3. WhatsApp sessions remain open for 24 hours after your initial response, with a timer that indicates when the session will expire.
   
   

   
   
   

4. If a session expires, you can reinitiate it by sending a template message, which will open a new 24-hour window during which you can send free-form messages (i.e., text and media messages).
   

   
   
   

WhatsApp messaging limits

• Initial Daily Limit: A business phone number can initiate up to 250 conversations in a 24-hour rolling period when first using WhatsApp Business.
• Increased Limits: As the business establishes a positive messaging history and engages with users effectively, the daily limit can be increased, potentially reaching 1,000 or more conversations in a 24-hour period for higher-tier accounts.
• Conversation Types: The messaging limits apply specifically to conversations initiated through marketing, utility, or authentication templates sent to WhatsApp users.

Supported Media Types in messages

WhatsApp messages can contain different media types and attachments, depending on whether they’re sent by the customer or the business.