Twilio chatbot update#

Twilio chatbot update#

For example, you can send “You will receive your products within 24 hours.” Ticket Update You can use the Shipping Update to send updates to customers about shipping their products.

With the Reservation Update, you can send confirmations, reminders or other updates to users about their reservations. This one is quite similar to the Appointment Update. This is especially useful for insurance organizations or financial institutions. You can use the Personal Finance Update to send messages to customers about their personal finances. For example, you can send a message when the payment has been succesfully received. The Payment Update is meant to send messages to customers about their payment. With the Issue Resolution category, you can respond to questions or concerns from users about your business.įor example, when your website or service isn’t online at the moment, you can inform users that you are working on a resolution to solve the issue. To be honest, most business with WhatsApp chatbots don’t use this feature, because a chatbot is 24/7 available and can always respond. You can use this category to send auto-replies to customers when your business isn’t online or available to respond right away. The Appointment Update is used to send confirmations, reminders or other updates to users about their appointments: Source: Trengo Auto-Reply For example, you can send an update to a user if he ordered a product at your webshop. This category is more for general updates to users. Send important updates or news to customers. For example, you can inform customers when they have successfully created an account on your webshop. You can use this category to send messages to users when their account is updated or changed. In total, there are 11 situations and I will go by them one-by-one. If you want to send a message to a user outside the 24-hour window, you need to use a WhatsApp Message Template.īut you can only send a message according to really specific situations, otherwise it is not allowed by WhatsApp. You need to use WhatsApp Message Template for that. After 8 hours, the user sends another message *24-hour window will re-open*īy the way, these message inside the 24-hour window are also called “Session Messages”.īut what about messages outside the 24-hour window?.User says nothing for 8 hours *There are 16 hours left in the 24-hour window*.User sends message to chatbot *24-hour window will open*.Please note that this 24-hour window will reopen, every time the user sends a message. Within this 24-hour window, you can send any message to the user, with absolutely no constraints. So, every time a user sends a message to your WhatsApp chatbot, a 24-hour window will open. If you are only planning to answer user-initiated conversations to your users within 24 hours, then don’t worry, because you won’t break any rules. Business-initiated conversations: when a business starts a conversation with a user after the “24-hour window”.Then, your business has 24 hours to reply to that message User-initiated conversations: when a user starts a conversation with your business.Stand out from the crowd (aka, not many businesses use chatbots yet)īasically, there are two kinds of conversations with WhatsApp Chatbots:.You can use chatbots internally in your company.Messenger apps (like WhatsApp) become more popular.Send real-time, tailored messages to customers.Save time and money on customer service.In fact, I made a complete post about why you should use chatbots, but here are the ten most important reasons: Now I hear you thinking “Okay, I should use WhatsApp.

Besides that, you can reach any potential client on WhatsApp, because it is used by so many users all over the world. So basically, you should use WhatsApp because your customers are already there, they are just waiting for you to send them a message. Moreover, 1.6 billion WhatsApp users access the app on a monthly basis.Īnd this leads to 65 billion WhatsApp messages sent every day.

It is available in more than 180 countries and 60 different languages. WhatsApp is one of the biggest messaging apps in the world, with over 2 billion users around the globe.