WhatsApp Features

WhatsApp:
The big picture
Message
templates
Media message
NOTIFICATION
templates
S
WhatsApp Interactive message

Business templates a.k.a BUTTONS
API
CUSTOMER Free-form
CARE messages
WhatsApp: Media Message
Templates
FINALLY AVAILABLE!
Media Message templates
• Our clients will now be able to enrich their communication by

choosing between different types of media:
‣ documents
‣ images
‣ videos
‣ locations
• and design unified and visually appealing message.
1. Interactive Message
3
Templates/Templates need to be
registered
2. Only transactional
quick facts information
about buttons
3. 2 types:
 Call to action buttons
 Quick reply buttons
How do BUTTONS look like?
2 types of buttons
Call To Action buttons Quick Reply buttons
• Up to 2 buttons per message

• Actions supported: • up to 3 buttons per message
• Call Phone Number • predefined replies and flexible payload
• Visit Website (URL static or
dynamic)
Value for Customers
+ Use cases
Value for Clients
• Delivering complete, valuable information
• Interactivity - engagement - dialogue
‣ Navigate customers to perform actions
– visit business’ website for more
information or customer support for
help
‣ receiving immediate
response/feedback
from customers
• Increase in customers’ satisfaction

• Better Customer experiance
• Value for money – same pricing as per text
only messages
Numerous options for delivering complete, valuable
information and excel customers’ expectations.
INDUSTRY NOTIFICATION TYPE BUTTONS
PLAIN TEXT
MEDIA
Buttons in practice: Retail
CALL TO ACTION: QUICK REPLY:

• Navigate to website • Inform about new
• Offer assistance service and ask for
feedback
Mix and Match: message templates
BANKING RETAIL ON-DEMAND TELCO
 On request info brochure  Order confirmation  On request travel  Monthly invoices
 Transaction confirmation  Purchase invoice Travel invoices  Monthly summaries
 Welcome videos  Back in stock notifications  Booking confirmations  balance updates
 Service updates  Delivery notifications with  brochures
 Policy changes location  Boarding pass
 e-receipt  Warranty information  E-ticket for events and
 Monthly bank statement  Return information shows
(labels)  Monthly service usage
 Product manuals overview
 On-boarding videos
+ buttons
= new level of customer experiance

Inspo slide ;)
Answers
Infobip’s Chatbot Building Platform
May 2020
Answers - Infobip’s chatbot building Platform
• A brand new platform for designing, building and

testing keyword and AI Chatbots
• AI chatbots are powered by Machine Learning,
a subset of Artificial Intelligence (AI) which are
able to recognize the intent of the end-user and
make conversational experience
Product Features
Drag and drop, code Powered by in-house AI Seamless agent Omnichannel

free interface Engine takeover deployment
No coding skills required - Our powerful NLP If a chatbot is unable to Deploy your chatbot on
build and test your (Natural Language resolve customers’ issue, any channel you like and
chatbot by yourself. If you Processing) engine enable live-agent take be there for your
need assistance, our powers your chatbots and over to our customers, such as:
professional services are makes them understand Conversations solution, WhatsApp, Viber, FB
at your disposal. customers intent. and keep them satisfied. Messenger, Live Chat,
SMS, RCS, Apple
business chat
Design, build, test and deploy, all within one visual interface
 Manage dialogs and

intents from one interface,
and test your chatbot via
built in Simulator
 Send text or rich media,

and receive User input to
personalize messaging
What if your bot can't resolve a customer issue?
• Hand-off questions that can't be answered by a

chatbot to the right agents without disrupting
conversation flow.
• Provide your agents with a single, easy to
use interface containing conversation history and
customer context.
• Improve first contact resolution and offer a better
experience to your customers.
Put the control in customers' hands to

resolve their own issues quickly but be
there for them when they need assistance
from a live agent.
Conversations – Omnichannel contact center solution

Shorten the queue with self-service support
• Automate instant responses to FAQs with

chatbot support while agents focus on
resolving more complex enquiries.
• Hand-off questions that can’t be answered
by a chatbot to the right agent without
disrupting the conversation flow.
More than 71% of consumers are open

to using bots. Create a bot using Infobip’s web-interface Flow
Source: CCW Market Study, 2019 Builder or connect your external bot with
Conversations
Introducing Conversations
The Omnichannel Contact Center Solution

for the Digital World
Cross-channel support for customers,
on a single interface for agents
A customer sends an enquiry An agent responds, using

over their preferred channel contextual interactions
Conversations [Functionalities]
Omnichannel Unified workspace Supervisor Conversational

conversations for conversational and agent history
management messaging management
Customer Intelligent Automated Performance

insight and routing workflows analytics and
management reporting
Q&A

WhatsApp Features

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WhatsApp:

The big picture

WhatsApp Interactive message

Media Message templates

• Our clients will now be able to enrich their communication by

Call To Action buttons Quick Reply buttons

• Up to 2 buttons per message

• Increase in customers’ satisfaction

INDUSTRY NOTIFICATION TYPE BUTTONS

CALL TO ACTION: QUICK REPLY:

= new level of customer experiance

• A brand new platform for designing, building and

Drag and drop, code Powered by in-house AI Seamless agent Omnichannel

 Manage dialogs and

 Send text or rich media,

• Hand-off questions that can't be answered by a

Put the control in customers' hands to

Conversations – Omnichannel contact center solution

• Automate instant responses to FAQs with

More than 71% of consumers are open

The Omnichannel Contact Center Solution

A customer sends an enquiry An agent responds, using

Omnichannel Unified workspace Supervisor Conversational

Customer Intelligent Automated Performance

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