The «Chatter» Widget User Manual

You must be logged in to the account where we are listed as a Partner. After logging in, follow our link for connecting a number.

To add a new number, select "No, ..." for both options. Make sure this is correct and that the number is not yet used in WABA.

Click Confirm number details, read the information on the next page, click the Start Embedded Signup button, and follow the instructions in the window that opens (see the carousel example below).

At the end, you will need to wait for the account to pass moderation.

When adding a WhatsApp channel, specify:

• A name in free form, 5 to 25 characters long
• The business account phone number
• The channel ID or API key
• The pipeline and stage where leads will be created for incoming messages
• The responsible user to whom the created leads will be initially assigned

The phone number and channel ID can be found in your 360dialog personal account by selecting Manage for the required number. The channel ID will be in the address bar and is also repeated several times on the page. For example, ID: ABcdefGH.

Fill in the required fields, add the channel, and save the widget settings.

If you are connecting a Telegram channel, fill in the following fields:

• A name in free form, 5 to 25 characters long
• Bot token (can be found when creating or editing a bot)
• The pipeline and stage where leads will be created for incoming messages
• The responsible user to whom the created leads will be initially assigned

Fill in the required fields, add the channel, and save the widget settings.

To connect an Instagram channel, you need to specify:

• A name in free form, 5 to 25 characters long
• The types of Instagram activities to be transferred (Direct Messages, Feed Comments, Reels Comments, Stories Comments, Notes Comments)
• The pipeline and stage where leads will be created for incoming messages
• The responsible user to whom the created leads will be initially assigned

Click Authorize and in the tab that opens, complete the process of connecting an Instagram account to the widget (you may be prompted to change the account type to a professional one if you haven't done so yet — this is a mandatory requirement for connecting integrations). All requested permissions must be granted.

After granting data access, you will be returned to the widget settings window, where you just need to save the channel being created. After that, it will be ready to use.

The Instagram integration allows free communication only within an open conversation window (within 24 hours). The window becomes available as soon as a client writes you a Direct message. In response to a comment on a post, you can only send 1 message; a full conversation within the 24-hour window is only available if a client sends you a private message.

If you need to initiate a conversation yourself — use a different communication channel or write to the client directly through Instagram.

In order to start a conversation with the customer, you must use a Meta-approved message template. To create a template, go to the Chatter widget settings and open the "WhatsApp Templates" tab, then click the "Add New Template" button.

Fill in the following fields:

• Name — how the template will appear in the general list of all templates. It can be quickly found by this name using search.
• Name in Meta — it is not recommended to change the name of this field, as it allows you to find your template in Facebook.
• Description — optional; here you can enter any useful information that will only relate to this template.
• Category — Message templates are divided into categories. It is important to select the correct category matching the topic of your message, otherwise the template may be rejected or automatically replaced with another category (if "Automatic Category" is enabled).
• Automatic Category — allows Facebook to choose the category itself during review.
• Type — if the template will contain only text, select "Standard". If the template will include a header, signature, files, photos, buttons, or geolocation — select "Extended".
• Language — specify the language of your template.

After creating a message template, companies must submit it for approval. Facebook reviews these templates to ensure they comply with WhatsApp's policies and guidelines.

After approval, companies can start using these templates to send messages to their clients on WhatsApp.

Quick message template management is located in the second tab of the widget settings.

To create a template, go to the Chatter widget settings and open the "Message Templates" tab, then click the "Add New Template" button.

Fill in the following fields:

• "Name" – required field; the visible name of the template in the template list, by which you can search.
• "Description" – optional field, intended for storing supplementary information.
• "Type" – the type of message template; Text by default. If the template will contain different content — select the appropriate type.
• "Content" – text and a field for attached files (if a type implying attachments is selected). All displayed Content blocks must be filled in.

The widget allows you to connect multiple phone numbers, so both in the settings and when sending, there is an option to select the phone number to use.

1. Each number has its own templates and other settings. To select the number whose settings you want to change, use the selector in the upper right corner of the widget settings.
2. A number is also selected when sending a message from the "Widgets" block.

Sending messages is available from the lead card. You can select the required channel in any way and send a message from the chat input field.

To write to a contact for whom a communication channel has not yet been connected, you can only use WhatsApp, by selecting the appropriate option in the dropdown menu next to the contact's phone number.

You can also send a ready-made template in WhatsApp from the Widgets block.

To automate message sending, you can use our "Processes" and "Triggers" widgets, as well as the "Digital Pipeline" or "Salesbot". The setup is the same for all options.

You will need to specify the main channel for sending and a WhatsApp template or free-form text. In both cases, variables from our templating engine are supported.

You can also specify a fallback sending channel in case of errors when sending via the main channel.
Additionally, if you check "Send to the last conversation with the client", the message will be sent directly to the channel of the last interaction, and then to the fallback channel in case of an error.

Be sure to specify who will receive the messages. You can send messages to the main contact or to all contacts, and also send WhatsApp messages to one or all numbers of the selected contacts.

The widget allows you to send mass broadcasts to numbers from your contact list. First, you need to configure the broadcast parameters in the widget settings under the Broadcasts section.

In the window that opens, you need to specify an internal name for the broadcast, select the recipient determination logic, set the time period during which the broadcast should operate, and select a message template from existing templates or enter free-form text (templating engine is supported).

To launch a broadcast, you can schedule the start of sending for a time convenient for you. Don't forget to form the list of recipients before that time.

After setting up the broadcast, simply select the necessary contacts from the contact list and apply the mass action "Chatter" to them. You will then be prompted to apply the action "Only for the current page" (contacts on the current page marked with checkboxes) or "For the active filter" (all contacts matching your specified filter, regardless of selection).

In the window that opens, specify the broadcasts to whose lists you want to add the selected contacts, and click "Add Recipients".
After adding contacts for the broadcast, click "Launch" via the three-dot button from the same window or from the broadcast list in the widget settings — after that, just wait for the scheduled time (the broadcast will start immediately if no specific time was planned or if the time has already come).

For completed broadcasts, you can view analytics on the broadcasts page by opening the "Analytics" tab in the settings of the broadcast you are interested in.

In the Automation section, you can configure data transmission to your address that accepts incoming requests, in the "Send Webhooks" block.

This block contains 3 main fields that need to be configured:

1. Recipient URL — a link from https://webhook.site, the "Triggers" widget, or a third-party service
2. Types of events to be transmitted
3. Fields that should be included in the request

The list of transmitted parameters can be customized to your needs. You can select the default fields offered, or add and edit your own options. The values you can specify there support our variable templating engine.

Such fields will be transmitted in the custom_fields parameter. For example, if you are sending requests to the Triggers widget, the resulting variable for accessing a field might look like: {custom_fields_lead_id}.

After configuring, be sure to save the changes!

In the WhatsApp Business API, initiating a conversation and simply sending a message are different events. The first message in a day initiates a conversation, and from that moment a 24-hour window begins, during which all messages will be part of the conversation.

This is important to keep in mind because WhatsApp API pricing depends on the number of conversations. A conversation can only be initiated with an approved template (WABA template).

Starting from June 14, 2023, some WhatsApp users are included in an experiment and do not receive template messages if the conditions for initiating a conversation are not met. In this case, it is recommended to contact the client through a different communication channel other than WhatsApp.

To continue communication on WhatsApp, the conversation must be initiated by the client themselves. More details in the documentation.

Depending on the status and rating of the phone number, the account has limits on the number of simultaneously open conversations (within the 24-hour window).

For numbers that do not have "Connected" status — up to 250 open conversations per day (or if the company is not verified). This limit resets daily.

If the phone number has "Connected" status, depending on its rating, limits of up to 1,000, up to 10,000, up to 100,000 conversations per day, or no limits at all on the number of simultaneous conversations will apply.

Increasing the limit:
Each time you start a new conversation with a unique client, it is determined whether your limit needs to be increased. This depends on the following criteria:

• your phone number must have "Connected" status;
• your phone number must have a medium or high quality rating;
• in the last seven days, you must have started X or more conversations with unique users, where X is the current limit divided by 2.

If all requirements are met, your limit will increase by one level after 24 hours.

Decreasing the limit:
Each time you start a new conversation with a unique client, your phone number's quality rating is checked. If it has been rated "Flagged" in the last 7 days, *Facebook immediately lowers your limit by one level.

Source: https://developers.facebook.com/docs/whatsapp/messaging-limits#moving-tiers

A fee is charged for each sent template message. If a client writes first, within 24 hours you can send template messages of the "Notifications" category for free.

Please note: "Notifications" category templates are permitted for sending exclusively in cases where the recipient explicitly expects the relevant information from you.

For example, a message like "Your order has been placed" ✔️ is acceptable, but "Don't miss our promotion!" ❌ is not.
The actual fee amount depends on the conversation category, as well as the country or region of the user (determined by the country code and network prefix of your client's phone number).

Detailed pricing can be found in the table.

The quality rating of a phone number in a WhatsApp Business account is calculated based on the quality of messages you have sent to your clients over the past 7 days. It is influenced by client reactions such as blocking and complaints.

The quality rating is available in the "Phone Numbers" tab in WhatsApp Manager. In the "Quality Rating" column, you can see one of three quality statuses:

• Green — high quality
• Yellow — medium quality
• Red — low quality

If your phone number quality changes or becomes low, you will receive a warning by email and in Business Manager, and your account will be assigned the status "Flagged" or "Restricted".

• "Flagged" status is assigned in case of low quality. With this status, companies cannot increase their message limits. If the message quality improves to medium or high and remains so for 7 days, you will get "Connected" status again. If the message quality does not improve, the status will still return to "Connected", but the number of users you can message will decrease.
• "Restricted" status is activated when the message limit is reached. In this case, you will not be able to send notifications until the next 24-hour period ends. This restriction does not apply to replies to client messages.

Actions to improve quality:

• Check the templates added in the last 7 days. This will help identify the problematic template.
• Make sure your notifications comply with the rules.
• Make sure users have given you permission to send notifications based on recently added templates. For example, users agreed to receive purchase receipts. If you use the same API to send account update notifications, your clients may react negatively to them, as they did not consent to receiving such messages.
• Make sure your notifications comply with the guidelines.

Source: https://www.facebook.com/business/help/896873687365001