Customer support on WhatsApp
To respond back to customer queries sent on WhatsApp, the
business can use the API to send messages but only during
the
Customer Care Window (see below).
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User need not have opted in to receive these customer
support replies.
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Such customer support replies can be free text and are
non-templated.
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Such customer support replies must only include customer
solicited information. These messages cannot be of the
below nature:
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Recommendations of other similar products (that would
be cross-sell)
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Re-engagement with offers or promotional codes on
products and services.