WhatsApp Business, both the app and the API, have a very interesting feature – welcome messages.
When a customer sends their first message, a custom welcome message is sent as a response instantly. Let’s see how you can create a welcome message for WhatsApp Business.
If you’re looking for more ways to speed up response times and improve support team productivity, a shared WhatsApp inbox can help. There are multiple benefits of using the shared inbox:
- Merge all your support channels in one
- Enable team member collaboration from the same tool
- Track customer conversations with tags and notes
- Spend less time switching between browser tabs for checking on support channels
- Reach inbox zero faster
Without any further ado, let’s get started.
Why use welcome messages for your ecommerce support?
First time customers know very little about your business. So when they send you a message on WhatsApp, they expect a quick response.
They want to know more about the business and the products before they buy and a delayed response can make them shop with a competitor instead.
Automated welcome messages solve this problem. When you send a properly crafted welcome message, customers gain instant trust in your business, and know what to expect when shopping with you. There is no perfect answer, but there are a few elements that must be included to remove obstacles for your customers.
How to write an awesome welcome message that hooks your customers?
Your welcome message should offer all the information that your customer expects, while being short enough. Here are some of the elements that you should include in your WhatsApp welcome messages.
- A line about your store - “Welcome to <store name> where you can find everything you need in <category of products>.”
- Reassurance - “We’ve received your message and someone from the support team should reach out to you very shortly”
- Link to products page - “While we get back to you, feel free to browse through the products on <link>”
- Link to FAQs - “And if you have any questions, the FAQ page is a great place to get immediate answers. <link to faq>”
These ensure your first-time customers aren’t confused and get all the resources they need to get started with shopping for products on your store.
As customers are very easily distracted and can drop off, it’s best to give them everything they need, right off the bat. Any obstacles lower the conversions.
How to set up your custom welcome message on the WhatsApp Business app?
Let’s get started with the WhatsApp Business app first. The welcome message setup with the Business app is extremely straightforward.
Open the WhatsApp Business app and follow the steps below:
- Click the three dots on the top right of the app screen
- Next, tap [Business Tools]
- Now tap [Greeting Message] and enable the “Send greeting message” switch
- Edit the Greeting message as per your requirements tap [Ok] to save the message
- Finally, choose who should receive the message when they first message you. You could choose to send it to everyone, all non-contacts, everyone except a few people, or send the greeting only to a specific set of people.
Once the greeting message on your WhatsApp business app is set up and the recipients are selected, you’re ready to go.
The app will automatically send the welcome message as soon as someone (depending on your recipient choices) contacts your business for the first time.
You can test the same out by messaging your business number from a new number.
How to set up a custom greeting message using the WhatsApp API?
WhatsApp Business API has a feature called “Message templates”, far more flexible than the greeting messages on the business app.
The caveat here is that a template needs to be approved by Facebook before you can make it live and begin sending it out.
Why does Facebook require the messages to be approved? It’s simple. WhatsApp is a communication tool with billions of active users every month.
If businesses start promoting their services directly on WhatsApp, the application will lose its appeal to the users and the activity levels may go down.
Hence, message templates are strictly non-promotional and generally updates on existing conversations/tickets.
The process of setting up message templates depends on the API provider you choose. To make integration with DelightChat easier, we’ve partnered with Interakt and Superlemon which are two of the most affordable API providers we could find on the market.
If you choose one of the above providers, the process is straightforward.
Enable message templates on Interakt:
- Click “Templates” from the left sidebar once you’ve logged in.
- Select the category of the template. For a welcome message, you can choose “Auto-reply”.
- Setup the message with the variables that are available in the system. These variables are automatically filled in when the message is sent out.
- Select a CTA button or add quick reply buttons for your customers to interact with the message.
- Once everything is set up, your templates are ready.
The same process can be followed for all different automated messages that you need to send out including order confirmations, shipment tracking information, and more.
Enable message templates on Gupshup:
Gupshup lets you create a bot on their platform without any coding. The platform offers a flowchart-like bot builder that you can use to design conversation flows for your customers from the first message to the last.
- After logging in, click Bot builder on the dashboard.
- There are three elements in the bot builder - Bot says, User says, links that connect what the user says and how the bot responds.
- Start by adding individual elements from the left navigation pane.
- If you need to create advanced welcome message flows with your WhatsApp customers, you can also switch over to the IDE Bot builder.
This lets you play with the code and create additional, more intricate flows that would not have been possible without playing with the code. Note that most of what you’d ever need can be satisfied by the flow builder and you may never have to worry about coding.
- Deploy the bot for testing before it goes live.
- If you have a developer on board, you may be able to implement NLP which helps make your bot even more advanced compared to responding to specific words in the messages. NLP understands the context of your customer messages and can give an appropriate response based on what is understood.
Some common WhatsApp welcome message templates
General, you want your customers to know that they’ll be attended to, and need a direction of where to go next. Here are a few example templates for your WhatsApp welcome message:
- Hi! Welcome to <store name> where you can find everything you need in <product category>.
Your message has been sent over to the support team and one of the team members will get in touch with you within 24 hours.
In the meantime, you can look through our collection of products here - <link>. And if you have any questions, please refer to our FAQ section here.
- Hi! Thank you for your message. One of our team members will get back to you within the next 24 hours.
In the meanwhile, you can look through our FAQ section here - <link>. Feel free to browse through the latest releases on the “New additions” page here - <link>
- Hello! Good to see you. Did you already know we currently offer a 50% discount on all of our products? The code is XXXX. Don’t tell anybody 😉 Let me know if you have any other questions and I will get back to you shortly!
- Thank you for your message! We will get back to you within 24 hours. Kind regards, the [your business] Team
- Thank you for your message! We’re delighted to have you today. We’d love to help you right away but we’re *currently closed* 🕦 (please view business hours here - <link>).
Did you know, we have a help section that answers questions that we get asked very often? You may be able to find your answers here too - <link>
The engagement on WhatsApp is off the charts compared to most other channels.
Users are active because they know who they receive messages from and can decide who to connect with or block out.
So if you are on the contact list for a user, expect great open rates and a lot of engagement.
But as the number of customer messages increases, you have to add multiple team members to support your WhatsApp customers.
And if you’ve grown beyond the 2-3 member team size it’s recommended you opt for a shared WhatsApp business inbox.
DelightChat is an omnichannel shared inbox that combines all your support channels, including WhatsApp, on a single screen. Try DelightChat free for 90-days to see if it is the right tool for your business.