WhatsApp bulk messaging through Freshdesk

Created by Dinesh Kumar Ganesh, Modified on Thu, 22 Jun, 2023 at 11:24 AM by Dinesh Kumar Ganesh

Objective:

Since WhatsApp is the widely used messaging App across the Globe, we are going to communicate with our customers (drivers) through WhatsApp.

We will use the WhatsApp proactive Campain feature in Freshdesk to send bulk messages to our customers through pre-approved message templates

Prerequisite:

Any user (Supervisors, Executives, etc) who has Admin access to Freshdesk can utilize this feature to send broadcast messages.

Nomenclature

As we will be using this feature globally, We need to choose the name of the required template based on the required region

Name of a template:

moove_xxxx_xxxx_ind

Please be aware that the name of the region would be mentioned at the ultimate end of the template.

Example:

moove_Penalty on ads_ind

moove_reminder_for_the_rentals_ng

Phone numbers to choose as “from”:

Whatsapp Broadcast messages can only be sent from the number given below,

INDIA:

+918588817596

+919391416883

NIGERIA:

+2349160827055

GHANA:

+233509753760

KENYA:

+254758511482

SOUTH AFRICA:

+27835944326

UNITED KINGDOM:

+447385577671

UAE:

+971542068503

Procedure:

Navigate to the Freshdesk site- https://moove-support.freshdesk.com/a/admin and choose WhatsApp Proactive Campaigns

Choose the Campaign option

Select “Create new Campaign”

Enter the name of the campaign along with a description

Choose the name of the templates accurately based on the region and need from the options given in the “Message Template” option

Note: The content available in the preapproved templates will be available on this link or this

Select choose file and enter the .csv file where the data of the required placeholder or Phone numbers are available.

test template is given below as an example

On the “TO PHONE” option, Select the name of the row which contains the phone number of the customers

Note: If the template has additional variables, the Other field value would show up to have the name of the row selected as given below,

Storage can be chosen as other or conversation

Use “Schedule at” If the broadcast message has to be scheduled for later.

Please be aware that only 1 selected date and time will be available for a campaign, Concurrent scheduling cannot be done.

Select “Run now” if the messages had to be sent immediately

Select Create Campaign to send the messages

The status of the sent messages can be seen by selecting the stats option under actions. Under campaign stats, select “Get Campaign Status” to get the status of the messages

Screen recording reference:

Please click on this link to find the live screen recording of the steps given above