WhatsApp's customizable notification templates can help you engage with your customers with a personal touch. However, in order to send these notifications, you need to buy WhatsApp credits first. Once bought, they will be added to your credit balance and will be deducted for every message you send to them. However, the credit deducted will be completely based on the type of message (marketing or utility) and the region of the recipient. Please check this page to learn more about the pricing.
For example, one credit costs 123 rupees, and sending a marketing message costs 0.726 rupees. Therefore, on average, you can send 150 or more WhatsApp marketing messages for just one credit.
Buying WhatsApp credit
- Navigate to Settings > Integrations, then click WhatsApp, then click Buy Credits
- Choose the number of credits required in the NO. OF UNITS field of the IM Credits add-on, then click Proceed.
- Ensure the credit units and pricing are correct, then click Proceed to Pay to make the payment.
You’ll be redirected to the payment gateway. Once you've paid, the credits will be added to your organization. With this credit balance, you will now be able to send notifications to your customer.
Send notification via sales channel
Follow the steps below to send notifications through sales channels like Invoices, Sales Orders, Payment receipts, and Credit Notes.
To send a notification for a New invoice:
- Navigate to Sales > Invoices, then click + New.
- Fill out all the necessary details required for an Invoice.
- Select the contacts with whom you want to share the invoice details from the Share invoice with dropdown, then click Save and Send.
- In the screen that follows, verify the Message Template and Contacts, then click Send.
The invoice notification will be sent to the respective contacts.
To send a WhatsApp notification for existing invoices:
- Navigate to Sales > Invoices.
- Select the invoice for which you want to share the invoice details, then select WhatsApp Message from the Send dropdown.
- Click Send.
The contact person and the message template will be auto-populated in the following Send WhatsApp Message pop-up.
The invoice details will be sent to the respective contact person via WhatsApp.
View sent notifications at transaction level
For every notification sent via transactions, you can view the customer details and the status of the WhatsApp notifications sent to them.
- Click the respective transaction in the Invoices or any other sales channel.
- Navigate to Comments & History at the top-right corner.
- Click Show details in the respective notification.
Send notification via customers and contact persons
You can send marketing notifications to your customers regarding promotions, offers, or any other informational updates, along with the customer statement, using this feature.
To send a marketing notifications to your customer:
- Navigate to Sales > Customers, and select the customer to whom you want to send the WhatsApp notification.
- Click the Send dropdown in the Receivables section, then select WhatsApp Message.
- Click Send. The WhatsApp notification will be sent to the respective contact person.
The contact person and the message template will be auto-populated in the following Send WhatsApp Message pop-up.
To send only the customer statement:
- Select a customer and navigate to the Statement tab.
- Click Share via and select WhatsApp from the dropdown.
- The contact person and the message template will be auto-populated in the following Send WhatsApp Message pop-up. You can also add other contact persons or replace the templates if required.
- Click Send.
The customer statement will be sent to the respective contact person.
View sent notifications via customers
Once you send a notification to the customer, you can view the same in the respective customer details itself.
- Select the customer whose WhatsApp notification messages you want to view, then navigate to the Mails & Messages tab.
- Click the dropdown next to System Mails and select WhatsApp Messages.
You can view all the WhatsApp notifications and their statuses sent to this customer.
WhatsApp Notification Reports
You can also collectively view all the WhatsApp notifications as a single report.
- Navigate to Reports on the left sidebar.
- Scroll down to Activity and click WhatsApp Notifications.
(or)
You can also click View Report on the WhatsApp configuration page and view all the WhatsApp notifications sent from your organization.
Chat with customers
If you want to initiate a quick chat with your customer, you can now do so by sending a WhatsApp notification directly to the customer's contact.
- Navigate to Sales > Customers.
- Select a customer with whom you want to initiate a quick chat and navigate to WhatsApp messages.
- Click the + icon to initiate a new chat.
- Select the contact from the list of contacts for whom you’ve enabled WhatsApp Notifications.
- Initiate the chat by sending a notification template.
- Send replies and attachments to follow up as soon as your customer responds.
- Once the conversation with a customer is over, click the More icon at the top-right corner of the chat screen and select End Session.
- Click End Session in the confirmation pop-up that follows.
- The session will end. You can click Chat to continue if your session has not expired.
Notes
- You can only send predefined notification templates until your customer responds.
- You can add an attachment by clicking the + icon. Note that you can only send one attachment at a time. The supported file formats are JPG, JPEG, PNG (up to 5MB), and PDF (up to 10MB).
- The chat session will expire if there’s no activity for 24 hours from the last message. Once it has expired, you must reinitiate the conversation by clicking Initiate Chat and sending a notification template.