Always share user relevant messages i.e., the nature of
the message sent to the users must be the ones they signed
up / opted-in for. For example: If a customer has opted
for financial updates on WhatsApp while registering over
the bank app. Now, if the customer has initiated a
conversation for a query, the 24-hour window for
conversations must not be used to upsell and cross sell
bank offerings and products.
Implement a human escalation matrix which provides the
end-user a mechanism to get in touch with the brand via
methods such as email or contact center support.
Always specify a method for OPT-out i.e., option must be
clearly specified on how the end –user can opt out from
receiving messages from the brand over WhatsApp.
Alert emails for change in the Quality Rating status are
sent to the concerned POC for the Brand /Account. It is
suggested to closely monitor the status and make changes
to any recently sent templates which have a lower template
Quality Rating status or response message sent to
user-initiated conversations.
Follow the WhatsApp Business Policy. Do not send
promotional content.
The name of the business is not visible if the customer
hasn't added the business to their address book; instead
the Business Phone Number will be visible. In addition, if
the business sends a template notification which contains
a link, then links will not be clickable. Once the
customer adds the business to their address book or
replies on the WhatsApp chat, the links become clickable.