Proactive WhatsApp is a digital channel
Any channel, contact, or skill associated with Digital Experience. in Personal Connection (PC) that works similarly to Proactive SMS. You can use it to start two-way conversations with contacts The person interacting with an agent, IVR, or bot in your contact center.. This channel gives you more communication options and makes it easier for your contacts to get the support and information they need.
Key Facts About Proactive WhatsApp
- You must have a WhatsApp Business account to use this feature.
- You can create multiple Proactive WhatsApp channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. in CXone Mpower. These channels must match different profiles in your WhatsApp Business account. Each channel must be approved by Meta, the company that owns WhatsApp Business. Approval can take up to one week.
- A phone number must be registered for your WhatsApp Business account to be used as the sending number for a Proactive WhatsApp channel. This number:
- Cannot be registered to any other WhatsApp Business account.
- Cannot be used for more than one WhatsApp Business profile.
- Must belong to you and be approved by Meta.
If you're using a new Proactive WhatsApp channel, and therefore a new phone number, both the channel and phone number must be approved before you can create a message template.
- You can only use templates that have been pre-approved by Meta. This approval is not immediate.
- Templates can include text and multimedia such as images, documents, audio, and video. These limitations apply:
- Templates cannot contain more than 1,024 overall characters. Captions for non-text elements cannot exceed 20 characters. Quick reply payloads cannot exceed 256 characters. This includes variables.
- Images cannot exceed 5 MB in size. Only JPG, JPEG, and PNG formats are accepted.
- Documents must be in one of these supported formats: PDF, DOC, DOCX, PPTX, or XLSX. Documents are subject to overall message size limits.
- Audio files must be in one of these supported formats: OGG, AMR, 3GP, AAC, or MPEG. Audio files are subject to overall message size limits.
- Video files must be in MP4 format and compressed using the H.264 video codec and AAC audio codec. Video files cannot exceed 16 MB in size.