![]() It lasts for 24 hours from the most recently received message. A messaging session starts when agents receive a message from a customer. Session messages: According to WhatsApp, session messages are incoming messages from a customer or outgoing replies by an agent to the incoming messages, within 24 hours. For more information about WhatsApp message templates, see WhatsApp documentation. For messages requiring localization, you must get the message approved by WhatsApp in each language. ![]() They are typically transactional messages, such as delivery alerts and appointment reminders, sent to users who have opted in to receive messages from your organization. Template messages: Are the outbound messages that agents send through Twilio using one of the pre-approved templates. WhatsApp message types and 24-hour session rule More information: Configure permissions to access secure columns Verify that you have permissions on the secure columns. To learn more, see Connect your Twilio Number to your WhatsApp Business Profile. For information on configuring a Twilio sandbox account, see Integrate a Twilio sandbox account with Omnichannel for Customer ServiceĬonnect Twilio Number to your WhatsApp Business Profile. Obtain a Twilio account with an appropriate subscription or a Twilio sandbox account. For information, Upgrade Omnichannel for Customer Service. To enable the Twilio channel in an existing environment, you must upgrade to the latest version of Omnichannel for Customer Service. More information: Provision Omnichannel for Customer Service Make sure channels are provisioned in your environment. Communications from agents should be timely, accurate, sensitive, brief, and friendly, which ultimately improves the customer satisfaction and brand loyalty. ![]() The success of social media customer service, like all other customer service, depends on the quality of care provided. The WhatsApp channel feature lets you integrate WhatsApp through Twilio with Omnichannel for Customer Service to engage with customers who prefer to use the WhatsApp channel. ![]() For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages. An additional license is required to access Omnichannel for Customer Service. Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. ![]()
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