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I have a question regarding WhatsApp.

I have a question about WhatsApp.

How do you deal with the fact that we can't send active support after 24 hours of conversations with no customer interaction?

We stopped, for example, on Friday, with that, with that, we were unable to respond to conversations on Monday

 

 

 

 

Best answer by Aparna

Hey @alex f12​ !

 

Have you tried setting up Message Templates in your WhatsApp Manager over in your WhatsApp account? This is discussed in this Intercom Article. As well as in this Facebook doc.

 

 

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  • AparnaEmployee
  • Employee
  • Answer
  • May 19, 2022

Hey @alex f12​ !

 

Have you tried setting up Message Templates in your WhatsApp Manager over in your WhatsApp account? This is discussed in this Intercom Article. As well as in this Facebook doc.

 

 

Hey ​@Alex F12 !

I know this is an older thread, but just came across it and thought I'd share something!

As ​@Aparna mentioned, WhatsApp templates are the way to go here, since the 24-hour window is a Meta restriction rather than an Intercom one.

We've been using Octopods for WhatsApp, and it also supports proactive messaging, which lets us reach out to customers outside the 24-hour window using approved templates. It even supports sending bulk broadcasts to large numbers of customers at once, which has been really useful for us.

Might be worth checking out if you're still looking for a way to handle this!

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