Welcome and menu
WhatsAppHi {{1}}, welcome to {{2}}.
How can we help?
[Track order] [Returns] [Talk to us]A short menu with three buttons keeps replies tidy and easy to route.
Customer engagement on WhatsApp, RCS and voice
Customer engagement is the two-way side of messaging: customers ask, you answer, and the conversation stays in one thread. In India that mostly means WhatsApp, with RCS for Android and voice for people who would rather call.
Broadcasts get a customer to look. Conversations get them to buy, return or stay. The work is mostly about answering quickly, knowing who you are talking to, and handing over to a person before the customer loses patience.
K
Kiran Home Store
WhatsApp Business · Verified
Hi, where is my order 48213?
2:10 PM
Hi Aarav. It left our Gurgaon hub this morning and is out for delivery today by 7 PM.
2:10 PM
Can I change the address?
2:11 PM
I will connect you with a team member who can do that right now.
2:11 PM
- Core channel
- WhatsApp Business API, with RCS and voice alongside
- Reply window
- 24 hours after the customer’s last message
- Automation
- Chatbot for routine questions, agent handover for the rest
- Opt-in
- Required before you start a conversation
How a conversation is set up
- 1
Get permission to start
Customers opt in on your site, at checkout or by messaging you first. A customer who writes to you opens a 24-hour window where you can reply freely.
- 2
Route the message to the right place
A bot can handle order status, store hours and simple FAQs. Anything about money, complaints or a change to an order goes to a person.
- 3
Keep context with the conversation
Show the agent the customer’s name, recent orders and past chats so nobody asks the same question twice.
- 4
Use templates outside the window
After 24 hours you need an approved template to start again. Use them for follow-ups the customer would want, such as delivery updates or feedback requests.
- 5
Measure what helps
First response time, resolved-without-agent rate and repeat contacts tell you more than message counts do.
Which channel does which job
| Channel | Use it for | Why |
|---|---|---|
| Support, order tracking, catalogues, feedback | Where customers already are. Rich media, buttons and a persistent thread. | |
| RCS | Branded conversations for Android users | Your name and logo on the thread, suggested replies and carousels, with SMS fallback. |
| Voice / IVR | Callers who prefer to talk, urgent or sensitive matters | IVR sorts callers and gets them to the right team, or lets them self-serve. |
| SMS | Prompting a customer to start the chat | A short message with a WhatsApp link opens the conversation when the customer has not messaged you yet. |
Message templates worth starting from
Variables are written as {#var#}, the way they appear on a DLT template. Adapt the wording to your brand, then register it.
Feedback request
WhatsAppHi {{1}}, your order {{2}} was delivered. How did we do?
[Great] [Okay] [Not good]Send it a day after delivery. A poor score should go straight to a person.
Out-of-hours reply
WhatsAppThanks for writing. Our team is offline until {{1}}. We will reply as soon as we are back. For urgent issues call {{2}}.Sets expectation without leaving the customer wondering.
What usually goes wrong
A bot that will not let go
If a customer asks for a person twice and still gets the menu, they leave. Always give a visible way to reach someone.
Starting chats without opt-in
Unsolicited messages get blocked and reported, and that puts your number quality at risk. Ask first.
Ignoring the 24-hour window
Once the window closes, a free-form reply will not send. Use an approved template or ask the customer to message again.
No handover context
An agent who cannot see the earlier chat makes the customer repeat themselves. Pass the conversation and the customer’s details together.
Before you turn on the chat
- WhatsApp Business API number approved, with a verified business profile.
- Opt-in captured and stored for every customer you message first.
- Bot flows written for the top five questions you get today.
- Agent handover set up with business hours and an out-of-hours message.
- Templates approved for order updates, follow-ups and feedback.
- A clear owner for reviewing conversations every week.
Questions we get asked
What is the WhatsApp 24-hour customer service window?
When a customer messages you, you can reply with free-form messages for the next 24 hours. After that, you can only start a conversation with an approved template.
Can a chatbot replace my support team?
It can handle routine questions such as order status and store details. Complaints, payments and anything unusual should go to a person. The aim is to shorten waiting time, not to hide your team.
Do customers need to opt in before I message them on WhatsApp?
Yes. Customers must agree to receive messages from you. A customer who messages you first also opens a conversation window.
How is WhatsApp Business API different from the WhatsApp Business app?
The app suits one person on one phone. The API connects to your systems, supports several agents, chatbots, templates and reporting, and is what a growing business needs.
Can I add RCS or voice to the same set-up?
Yes. ConnexBetter runs WhatsApp, RCS, SMS and voice from one platform, so you can pick the right channel for each customer and fall back when needed.
Set up a support chat that customers use
Tell us the five questions your team answers most. We will show you how a bot and a handover would handle them.