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WhatsApp is a messaging channel that enables your agent to communicate directly with users through the WhatsApp platform. It supports both one-to-one conversations and outbound messaging campaigns, allowing for personalized and proactive engagement. To use WhatsApp, you’ll need to connect your WhatsApp Business Account to VIVI. Once the connection is established, you’ll be prompted to select and configure WhatsApp message templates for outbound messaging. These templates can include interactive elements such as buttons and calls-to-action. After setup, assign this channel to an agent to manage inbound conversations or outbound campaigns. When a user replies to a message, the agent automatically takes over, maintaining a natural, continuous dialogue and handling all further interactions seamlessly.

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Conversation Sessions

WhatsApp conversations automatically start fresh after meaningful inactivity boundaries. This keeps unrelated requests from the same customer number out of the agent’s current context and records them as separate conversations in reports. Open Conversation sessions in the WhatsApp channel settings to use the default timing or configure custom thresholds and completion guidance. A customer can also send /new to start fresh immediately. The previous conversation remains available in history and reporting. See Conversation Sessions for the timing rules, examples, and configuration steps.

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Best Practices

  • Use clear, concise message templates approved by WhatsApp to minimize rejection risks.
  • Include strong calls-to-action such as confirming bookings, requesting information, or directing users to your site.
  • Ensure your agent has access to the necessary knowledge bases and integrations to respond effectively.
  • Utilize campaigns for timely outreach, then let the agent handle ongoing engagement.