Outbound WhatsApp Utility Setup

Local Measure Engage provides full Outbound WhatsApp capabilities to proactively engage with customers over WhatsApp.

Key Benefits Include:

• Enhanced communication tools
• Businesses can enhance customer satisfaction and loyalty by anticipating customer needs and sending proactive messages.
• Reduce pressure during high traffic periods.
• Provides administrators with detailed analytics (via WhatsApp).
• Customise Agent workflows.
• WhatsApp messages typically have higher open and engagement rates than SMS and email, making them a more effective channel for customer communication.

Prerequisites

• An active WhatsApp Business account.
• Sign up to the Local Measure WhatsApp AWS Marketplace listing.

Implementation Steps

Configuring the outbound WhatsApp capability uses the same basic setup as building any Utility type in Engage. Since Outbound WhatsApp is initiated by a Utility, it is simple to employ as all agents nowadays use these for different purposes.
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The steps to configure and outbound email utility type is as follows:

1. Log in to the Engage admin interface as an administrator.
2. Navigate to the Utility creation section.
3. Select the option to add a new Utility type.
4. Choose "Outbound WhatsApp" as the Utility type.
5. Select a WhatsApp template from the available templates list.
6. Ensure only one Utility can be linked to each template (1-1 mapping).
7. Verify that the relevant parameter fields from the selected WhatsApp template are displayed.
8. Assign appropriate values to the parameter fields.
9. Select a 'from' number from the list of numbers associated with the WhatsApp Business Account.
10. Ensure the system associates this number with the outbound Utility.
11. Save the new "Outbound WhatsApp" Utility.
12. Verify that the Utility is successfully created and saved.
13. Link the Outbound WhatsApp Utility to your Workflow
14. Follow the same process to save additional Outbound WhatsApp Utilities to your Workflow.