Articles on: Email Marketing and Customer Service

WhatsApp Inbox Management (Messages Inbox)

In this article:

Introduction
Add WhatsApp Business platform
WhatsApp inbox conversation window
Messages template
FAQ

1. Introduction

WhatsApp Inbox Management feature helps to efficiently manage and respond to customer inquiries and messages through the WhatsApp Business API. This feature helps businesses stay organized and responsive to customer needs.

Once you have connected WhatsApp number with this features, you can received and reply to WhatsApp inquiries directly via the conversation window started under EasyStore Messages section

💡 What is WhatApp Business API? - It is an application that allows businesses to receive and respond to WhatsApp messages seamlessly

2. Add WhatsApp Business platform

Step 1: Go to EasyStore’s admin panel > Messages > Messaging Channels > Choose WhatsApp Business

You may also add platform from Inbox . You will need to click add platform as screenshot below > choose WhatsApp Business

Step 2: If you have never create WhatsApp Business account before, you may click the Setup guide on how to Setup your WhatsApp Business. GIF as reference

Once you have clicked "Go to WhatsApp Business account settings" it will prompt you to the Meta Business Manager Setting page to add WhatsApp Account

Step 3: Click **Add WhatsApp account **

Step 4: Add in your ** phone number ** & click **continue **

Step 5: You will receive a verification code through your WhatsApp number. Add in the code & click continue

Step 6: Click done once it has been added successfully

Step 7: From your admin panel > fill in the platform name **& click **Connect to Facebook

Step 8: The page will prompt you to login to your Facebook account to connect with EasyStore. Click get started

Step 9: Choose your business portfolio & fill in your business information then click next

Step 10: Create or select your WhatsApp Business account & click next

Step 11: Create a WhatsApp Business profile, fill in all required information

WhatsApp Business account name (not visible to audience)
WhatsApp Business display name (visible to audience)
Select business category
Select your time zone

Once done, click next
****

Step 12: Add your phone number for WhatsApp

💡Tips: It is recommended to use a new phone number rather than an existing WhatsApp Business phone number.

Purchasing a new phone number from Telco (Recommended):
Acquire a new number from a local Telco provider and connect it to the WhatsApp Business API through the setup flow in EasyStore.
Migrating an existing WhatsApp Business phone number:
You can keep your current WhatsApp Business phone number. However, you must delete the existing WhatsApp Business account associated with the number (without uninstalling the app). Once deleted, the account will only be accessible through EasyStore Inbox.

📌 Important Note:

Existing chat history and contacts will not be migrated to the WhatsApp Business API as the data is stored locally on your device, and WhatsApp does not have access to it.

During the number migration process, all incoming messages will be queued by WhatsApp servers and delivered once the migration is complete. These queued messages can be accessed via EasyStore Inbox. ****

Once done, you may proceed to click next
****

Step 13: Fill in the verification code & click next

Step 14: Review EasyStore Chat's access request & click continue

****
Step 15: Facebook will take few moments to verify your account. Once done you're all set & may click finish
****

Step 16: In your admin panel, the WABA ID will be automatically filled in. Your WhatsApp Business is now set up as a messaging platform, and you can go ahead and click Save!

Here’s how it will appear in the admin panel once connected

3. WhatsApp inbox conversation window

Once you have successfully connected the WhatsApp Business platform with EasyStore, any inquiries received via WhatsApp will trigger a conversation window.

You can respond to the messages directly within this conversation window.

💡 About the Conversation Window

First 24-Hours Conversation Window:
You can send any type of message (free form) within the first 24 hours after the conversation begins.

After 24-Hours Conversation Window:
If there has been no response or message from the customer in the past 24 hours, you can only send template messages that have been approved by Meta.

---

4. Messages template

A user can only send template messages if no message has been received from the customer within the past 24 hours.

Step 1: Go to WhatsApp Business Platform settings > click Templates

Step 2: Click **Add template **

Step 3: Fill in the required details

Step 3.1: Add in your template title & template identifier

💡 Tips: Template identifier can only contain lowercase letters, alphanumeric characters ,and underscores.

Step 3.2: Choose your message template category from the three options below:

**Authentication - **Use this to send verification codes for transactions or logins.
**Marketing - **Share promotions or information about your products, services, or business.
**Utility - **Send updates related to existing orders or accounts.

Step 3.3: Choose language for your template

Step 3.4: Enter your message template content

💡 Tips: Custom fields is available to be added into message template content too

Example of message template that added with custom field
**

Step 4: Click Save and wait for Meta to approve the template.

💡 Tips :Once the template approved, it will be available in the conversation window

5. FAQ

Q: Which EasyStore's Plan includes WhatsApp inbox management?
A: WhatsApp inbox management is available for EasyStore's Business Plan and Retail Plan

More features are waiting for you in Business and Retail plan. EXPLORE NOW

Q : What are the other platforms that supported for message inbox management?
A: EasyStore message inbox management is supporting for the following platform too:

Live Chat
Messenger
Line
Telegram
Instagram

📌 Find out more on Messages Inbox here!

Updated on: 19/12/2024

Was this article helpful?

Thank you!