Agent Guide: Get Started With BoldDesk WhatsApp Messaging

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.

Receive and Respond to WhatsApp Messages

1. A customer 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 each customer message, 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.