Workflow: How to proactively contact users on WhatsApp channel

In this workflow, you learn how to proactively reach out to customers on WhatsApp. When you connect WhatsApp to Zendesk, your number joins the WhatsApp Business Platform. This allows you to receive and reply to messages within a 24-hour customer service window. For messages after 24 hours or proactive outreach, use WhatsApp templates. To proactively contact users on WhatsApp:

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Step 1: Understand WhatsApp templates Templates are pre-approved messages created in advance and approved by WhatsApp. Marketing templates may incur a cost, while utility templates are often free. For more information about templates, see WhatsApp Business Platform Message Template Guidelines and Costs on the WhatsApp Business Platform. Step 2: Create templates
After you create a WhatsApp channel, go to your Meta Business Suite settings page and sign in to your WhatsApp business account to create templates.
To create the templates, see Create message templates for your WhatsApp Business account.
Start to send the templates after Meta approves them.
Step 3: Send templates to end users
Determine the purpose of the template:

Do you want to reply to a user in a ticket 24 hours after their last message? Use a simple macro to do this. To create the macro, see WhatsApp template messages to bypass the 24-hour rule.
Do you want to reach out proactively to users? To do this, you need a Suite Professional or Enterprise plan.

Use the following methods to send templates to end users after you generate a Conversation API key in the account:

The Zendesk Marketplace offers various apps to send templates, such as the Relay app. For more information, see Install and use the Relay message app.
Send templates directly with the Notification API. The Notification API provides advanced customization options to interact with the WhatsApp API and send templates. For more information, see Outbound messages with the notification API.


Note: The Conversation API key is available for subdomains on Zendesk Suite Professional, Zendesk Suite Enterprise, and Zendesk Suite Enterprise Plus plans.

Tip: Measure the effectiveness of your campaigns on WhatsApp through the Conversion events API.
