Trisha Hi Team, How can I use WhatsApp for customer support? Is it possible to handle incoming questions from my customers there?
snapshot Yes, absolutely — you can definitely use WhatsApp to handle support messages from your customers. Once someone messages you, you’ll get a 24-hour window to reply freely.
snapshot Yep, during that 24-hour window you can chat just like on regular WhatsApp, no template needed, no extra charge. It’s super flexible for things like answering queries, sending updates, even sharing images or documents.
snapshot After that window closes, if the customer doesn’t reply and you still need to follow up, then you’ll have to use a pre-approved message template to restart the chat. But if they reply again, the 24-hour window opens up all over again.
Trisha Ahh okay, that’s clear now. And yeah — I’d love to set up auto-replies too. Like something that goes out instantly when someone messages us. Is that possible?
snapshot You can set up an instant auto-reply that goes out as soon as a customer messages you — like: Hi Dear, Thanks for reaching out! Our team will get back to you shortly.
