Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Go to Haptik Website
  • Contact Us
  • Home
  • Conversation Design
  • Designing WhatsApp Bots

How to design WhatsApp Bots?

Written by Medha Anand

Updated on July 27th, 2022

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Getting Started
    Build Deploy Analyse Manage Account Bot Deactivation
  • Bot Building
    Essentials Smart Skills Steps User Messages Bot Responses Entities Connections Customisations User feedback collection Testing Whatsapp Bots NLU Bot Maintenance
  • Smart Agent Chat
    Set up Admin Settings MyChats Section (Agent Inbox) Live Traffic Section Teams Section Archives Section Analytics Plans on Smart Agent Chat
  • Conversation Design
    Design Basics Design Guides Designing for Platforms Designing WhatsApp Bots
  • Developer Guides
    Code Step Integration Static Step Integration Shopify Integration SETU Integration Exotel Integration CIBIL integration Freshdesk KMS Integration PayU Integration Zendesk Guide Integration Twilio Integration Razorpay Integration LeadSquared Integration USU(Unymira) Integration Helo(VivaConnect) Integration Salesforce KMS Integration Stripe Integration PayPal Integration CleverTap Integration Fynd Integration HubSpot Integration Magento Integration WooCommerce Integration Microsoft Dynamics 365 Integration
  • Deployment
    Web SDK WhatsApp Facebook Instagram Sunshine Conversation LINE Google Business Messages Telegram MS Teams Bot as an API iOS SDK Android SDK
  • External Agent Tool Setup
    Zendesk Chat Salesforce Service Cloud Freshchat Zoho NICE CXOne Gorgias
  • Analytics & Reporting
    Intelligent Analytics
  • Notifications
    SMS Notifications Success Measurement
  • Commerce Plus
    Catalog Integration Bot Building Guide Channel Deployments Unified ML Pipeline Documentation
  • Troubleshooting Guides
    Error Messages FAQs
  • Release Notes
+ More

Table of Contents

Table of Contents Why should you read this? Understanding WhatsApp as a Platform Haptik WhatsApp Business API WhatsApp Channel Basics WhatsApp UI & Limitations

Table of Contents

Why should you read this?Understanding WhatsApp as a PlatformHaptik WhatsApp Business APIWhatsApp Channel BasicsWhatsApp UI & Limitations

Why should you read this?

In this article, we talk about WhatsApp IVAs. This document will allow you to have an understanding of WhatsApp as a platform, do’s and don’ts, and some hacks to help you design IVAs on WhatsApp!

Gear Up!

Understanding WhatsApp as a Platform

As the world’s largest messaging platform with over 2 billion users, WhatsApp is a simple, secure, and reliable way for businesses to reach their customers all over the world. The launch of the WhatsApp Enterprise API opened the doors for enterprises to start engaging their customers on the app, as well as offer 24/7 support.

A WhatsApp Virtual Assistant is different from most other kinds of chatbots. Typically, UI elements such as buttons and quick replies are a key aspect in streamlining a chatbot experience. UI elements not only help to propel the conversation forward but also help the user to achieve their end goal in the quickest way possible. But that is not the case with WhatsApp bots.

While designing a WhatsApp bot, one has to operate within certain User Interface limitations and build an experience sans quick replies, buttons, and carousels. There are a lot of UX considerations to keep in mind while designing an automated experience for WhatsApp.

“If you get a WhatsApp message, you’re probably going to open it. That’s the interesting thing.” — Harper Reed.

Haptik WhatsApp Business API

WhatsApp is the world’s largest messaging channel – the platform of choice for 1.5 billion people across 180 countries. Leveraging the power and scale of WhatsApp, enterprises can engage and serve customers anytime, anywhere across the globe. And the key to unlocking the vast potential of WhatsApp as a customer service tool is the WhatsApp Business API.

Here is an article that will serve as a quick guide to help you get started.

WhatsApp Channel Basics

The reach is massive and notifications are a powerful medium to engage with users. Transactional customer support cases are a great example to initiate on WhatsApp and interact with your consumer on one of the most widely used platforms.

WhatsApp follows a two-fold approach -

  • Two-way communication (Intelligent Virtual Assistant) - An AI-powered WhatsApp IVA where users can simply send their concerns, queries, or engage with a company/brand using WhatsApp, and the query will be addressed within seconds. No more waiting on IVR lines, or struggling to find a customer service agent to resolve queries.

  • One-way communication (Notifications) - These are WhatsApp messages that companies can send to customers for different use cases. These are similar to service SMS messages that consumers receive from various brands for updates.

WhatsApp UI & Limitations

  • Verified WhatsApp accounts are the sole discretion of WhatsApp. As per WhatsApp’s policy, only notable brands will be verified by WhatsApp.
  • WhatsApp decides the quality of the content (we have to send all HSMs for WA approval) and assigns a tier for the message limit. This cannot be controlled by us. You can read about it here.

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • What are the basic building blocks of Conversation Design?
  • How to design the start of conversation?
  • Introduction to Conversation Design
  • Understanding different UI elements

Platform

  • Conversation Studio
  • Smart Skills
  • Advanced NLU
  • Intelligent Analytics
  • Omnichannel
  • Smart Agent Chat
  • Enterprise Security
  • Integrations

Solutions

  • Conversational Commerce
  • Lead Generation
  • Customer Care
  • WhatsApp
  • Conversational IVR
  • Google Business Messages

Industries

  • Retail/ E-Commerce
  • Financial Services
  • Travel & Hospitality
  • Telecom

Knowledge

  • ROI Calculator
  • Reports & Research
  • Case Studies
  • Webinars
  • ISAT
  • Tech Blog
  • Business Blog
  • Resources
  • Haptik v/s Yellow
  • Haptik v/s Liveperson
  • Haptik v/s IBM Watson
  • Haptik v/s Verloop
  • Conversations on AI

Company

  • Why Haptik
  • About Us
  • Careers
  • News & Media
  • Awards & Recognition
  • Contact Us
  • Partnerships
  • Investor Relations

Subscribe

Sign up to recieve the latest updates

Find us on

  • Twitter-footer
  • Linkedin-footer
  • YT-footer
  • Insta-footer
  • G2-footer
  • Facebook-footer

Knowledge Base Software powered by Helpjuice

Copyright © jio Haptik Technology Limited 2021 | Data Security & Privacy Policy | GDPR

North America | Asia Pacific | Africa | enterprise@haptik.ai

Definition by Author

0
0