Using WhatsApp Messaging Connector

Read on to learn about using WhatsApp Messaging Connector.

Read on to learn about WhatsApp Messaging Connector.

Overview

The WhatsApp Messaging Connector allows compliant WhatsApp messaging directly inside MultiLine. 

  • MultiLine users can send WhatsApp messages to contacts, and they can read and reply to WhatsApp messages on the MultiLine messages screen alongside SMS and Voicemail messages.
  • WhatsApp users receive messages from the MultiLine user as coming from an official WhatsApp business account.

Benefits

  • Engage with clients on their preferred consumer messaging channel 
  • Help unify and bring together mobile voice and multiple messaging channels in a single, convenient user experience 
  • Ability to record and archive all conversations over voice, SMS, and WhatsApp within MultiLine for surveillance and compliance
  • All conversations are captured and can be automatically be sent to existing compliance archive and logged inside CRM

Features

  • Call, SMS and WhatsApp – all within MultiLine app
  • Shared messages inbox containing SMS and WhatsApp messages threads
  • Supports one-to-one messaging between MultiLine App and external WhatsApp users
  • Enforce mandatory opt-in from WhatsApp user
  • MultiLine app detects if WhatsApp is not enabled for the receiving user and offers an option to send SMS
  • Supports data loss prevention feature with ability to redact or block WhatsApp messages as per business defined policy
  • Optional recording of all WhatsApp messages (with recording add-on)
  • Support for iOS and Android

Comparison to other available options

  • Background Recording Agents snoop on all data and network traffic on the user phone. Our WhatsApp Connector respects the user's phone privacy and never accesses private use of the phone. 
  • Modified WhatsApp apps are unapproved clones that add the recording feature. Our WhatsApp connector is approved, and abides by all WhatsApp policies.

Refer to this topic to learn what to expect when you initiate a new WhatsApp conversation. 

Overview

WhatsApp Business Accounts are required to gain consent from WhatsApp users prior to messaging them. These opt-in messages are captured by the Movius platform for attestation purposes. 

Before you start

  • Your organization has to enable WhatsApp Messaging Connector for it to be available in MultiLine. If not, you won't see the green WhatsApp messaging icon.
  • You can only send WhatsApp messages to users in your contacts. If you need help setting up your contacts, see Get started with Contacts.

WhatsApp Opt-In Flow

When you try to send a message to a client with WhatsApp for the first time, you're required to get consent using an Opt In process. 

  1. To start a new WhatsApp conversation, find your contact and click the WhatsApp icon.
     
    1. A prompt will appear asking you if you'd like to send the contact an Opt In message.
  2. Click Confirm to send the Opt-In. There are four possible outcomes:
    1. Contact doesn't have WhatsApp
      1.  You'll see a message letting you know your contact isn't a WhatsApp user, and ask if you'd like to send an SMS instead.
      2. Select Yes to go to the SMS message screen. Select No to return to contacts.
    2. Contact has WhatsApp- customer receives opt-in request
      1. Contact accepts Opt-In request
        1. You'll see a confirmation message letting you know the contact has chosen to opt-in.
        2. Your contact will see a message letting them know they've opted-in.
      2. Contact rejects Opt-In request
        1. If your contact rejects the Opt-In, you'll see a message letting you know. The message templates and send message field will be disabled for the contact.
        2. The customer will be informed of their Opt-Out status, and that it is possible to Opt-In at any time by replying "yes".

      3. Contact doesn't respond to Opt-In request
        1. If your contact doesn't respond to the Opt-In, you'll be able to send a new one every 24 hours.

Read on to learn about sending and replying to messages with WhatsApp Messaging Connector. 

Overview

The WhatsApp Messaging Connector allows compliant WhatsApp messaging directly inside MultiLine. 

  • MultiLine users can send WhatsApp messages to contacts, and they can read and reply to WhatsApp messages on the MultiLine messages screen alongside SMS and Voicemail messages.
  • WhatsApp users receive messages from the MultiLine user as coming from an official WhatsApp business account.

Before you start 

  • Your organization has to enable WhatsApp Messaging Connector for it to be available in MultiLine. If not, you won't see the green WhatsApp messaging icon.
  • You must add users to your contacts before you can send them a message.
  • To start messaging a user you haven't messaged before, you'll need to request consent, and the user must reply with consent for the conversation to proceed. 
  • Due to WhatsApp Business policies to prevent spam, after a 24 hour lapse of conversation, the MultiLine user must use pre-approved template messages to re-initiate conversations. 

Messaging a WhatsApp user for the first time

You can start a new WhatsApp conversation from the Contact Details page. You'll be able to freely message this person until there has been a 24 hours since the last message. After which, starting new messages will require sending a template message. 

1. Find the contact from your Contacts tab and tap to open the Contact Details. 

2. The WhatsApp message icon will display next to messaging and calling icons. 


3. The first time you send a message, you'll be asked permission to send the opt-in message. Note: the WhatsApp user must reply to the opt-in message to affirm their consent before you can proceed to message.

4. After sending the opt-in message, a new WhatsApp messaging thread is created that you can return to any time by going to your Messages tab. The green WhatsApp icon will distinguish WhatsApp messages from other message types.

5. After the guest provides their consent, you can freely message the user until there has been 24 hours since you or the guest has sent a message. Note: A guest can always freely message you. 


Replying to WhatsApp messages

You can reply to a WhatsApp message by tapping the WhatsApp icon from the Contact details page, or by finding the message thread in your message history. If it has been less than 24 hours since the last message, you can message freely, but otherwise you will need to send a template message. 

Sending a template message to start a new 24 hour conversation session

Once 24 hours has passed, you will see a message letting you know that you need to use the template messages to restart the conversation. You can send a template message at any time. 

1. Tap the template icon to see the list of available messages.

2. Tap the message you want and the message field will populate with the text. Click the Send icon to send the message. 


For more information, see our WhatsApp FAQ