⚠️ This feature is currently being rolled out. Join the waitlist to get updates, and be one of the first to use WhatsApp in Aircall.
When using WhatsApp in Aircall, agents will access the WhatsApp channel similar to how they access SMS if they have SMS capable numbers.
To start a message, agents can click the Start a conversation icon to select the relevant Aircall number and enter the number to be messaged, then click Message to be taken to the Conversation view.
Alternatively, agents can navigate to the Conversation view with the customer directly, and start the message there.
For more information on messaging with SMS/MMS , please visit: Aircall Workspace - Sending Messages
Sending a Message with WhatsApp in Aircall
As soon as a number is is connected by an Admin to WhatsApp in Aircall, with the status Online, agents will be able to see WhatsApp capabilities for that number in Aircall's applications.
Selecting WhatsApp in Aircall
Before starting a message, agents will be able to select WhatsApp from the drop-down in the Conversation view:
Additionally, agents will be able to select the appropriate Aircall number to send the message from. In the drop-down, agents will be able to see which of their numbers are WhatsApp capable:
If a number is not enabled for SMS/MMS, or if it is not enabled for WhatApp, agents will see an error listed:
If an agent does not have a license for WhatsApp in Aircall they will be able to see the WhatsApp conversations, but will not be able to send WhatsApp messages. They should reach out to the Admin to get a license.
Should an Aircall number go "offline" due to Meta removing the capability, agents will no longer be able to see the WhatsApp channel in their Aircall applications.
Sending a message
Once WhatsApp has been selected, as well as an appropriate WhatsApp enabled Aircall number, agents can begin sending a message.
Depending on the conversation history, agents may be able to send a custom message, or may be required to send an approved template. For more information on this, please visit: WhatsApp in Aircall - Templates vs Custom Messages
If a template needs to be sent, agents will click on Select a template which will then popup a page with previews of all available templates:
Once a template has been selected, it will be populated in the message field. From there, agents can edit any variables as necessary, and will need to ensure each one has a value entered. After all variables are appropriately set, agents can then click Send to send the message!
If agents are within the 24 hour customer service window, they can simply type out a custom message then click Send to message the customer.
When a customer responds to a message, or sends a message to an agent, a 24 hour window opens (or refreshes) which allows the agent to continue the conversation with any number of custom messages to them during 24 hours. For more information on this, please visit: WhatsApp in Aircall - Sending Templates vs Custom Messages to converse with customers.
Compliance
Please visit WhatsApp in Aircall - Compliance to learn more about compliance.