You can send and receive WhatsApp messages directly from the NUACOM Desktop App once your account and number are enabled for WhatsApp in NUACOM. This guide explains how agents can start conversations, select WhatsApp as a messaging channel, and send messages using templates or custom text.

Accessing WhatsApp in the Desktop App

When WhatsApp is enabled, agents will access the WhatsApp channel in the same way they use SMS. Agents can start a message in two ways:

Option 1: Start a new conversation

Steps:

1. In the NUACOM Desktop app, go to Messages, then click the green Plus icon in the top-right corner.
2. Select the WhatsApp Channel from the top.
3. Enter the recipient’s phone number. You can select up to 10 recipients.
4. Choose the Sender. (There will be many in case you have connected more than one number.)

Option 2: From an existing conversation

Agents can navigate directly to an existing customer conversation and start the message there.

Sending a WhatsApp message

Once WhatsApp and a WhatsApp-enabled number have been selected, agents can send messages based on the conversation type. 

If you’re initiating a conversation, an approved messaging template is required; replies within a conversation can be sent with customized messages that don’t require a template. Conversations have a Customer Service Window of 24h that resets every time your interlocutor messages you. After 24h without a reply from the interlocutor, the conversation is closed, and communication can only be restarted from your end using an approved template.

Steps:

1. In the Conversation view, select a conversastion.
2. Depending on the conversation history, you may send:
   • A custom message (if within the 24-hour customer service window -> the TTR is not expired)
   • A message template (if the 24-hour window has expired -> TTR Expired)

There are indications of the time you have to respond:

Sending a template message

If a template is required:

1. Click Template.
2. A pop-up will display previews of available templates.
3. Select the desired template to populate the message field.
4. Edit any variables as needed, ensuring all fields have valid entries.
5. Click Send to deliver the message.

For details on templates and custom messages, see WhatsApp in NUACOM: Creating and Approving Messaging Templates

Sending a custom message

If you are within the 24-hour customer service window:

1. Type your message in the message field.
2. Click Send to deliver it to the customer.

Tip: When a customer sends or replies to a message, a new 24-hour messaging window begins (or refreshes). During this window, you can send unlimited custom messages to that customer.

Compliance

To learn about WhatsApp in NUACOM compliance requirements, see WhatsApp in NUACOM: Compliance