WhatsApp Business (3)

SpinOffice CRM offers a powerful integration with WhatsApp Business. This allows customers to send WhatsApp messages directly to your inbox, making it easy to respond. The integration runs directly from Meta Business. This integration allows you to communicate more efficiently with customers, share files, and use WhatsApp templates. These templates are managed in Meta Business Suite. Requirements To use the WhatsApp Business integration, you need: A SpinOffice Pro- or Enterprise license. A Meta Business Suite account with a valid payment method. Important points to note Phone number: Currently, only one WhatsApp Business account can be linked to SpinOffice. Use a phone number that can be verified by Meta via SMS or a phone call. We do not influence the verification process of Meta. Current usage: We do not recommend using an existing WhatsApp or WhatsApp Business number because: Chat history and groups will be lost during configuration. The number can only be used in SpinOffice during integration (not on mobile phones, WhatsApp Web, or desktop apps). Templates: You can only start a conversation with an approved WhatsApp template. Once a customer responds, you can freely send messages without templates for 24 hours. You do not need to use a template for incoming conversations. Administration: You create and manage templates in Meta Business Suite. Costs Various CRM providers that offer integration with WhatsApp Business, such as Messagebird, charge extra costs per message or conversation on top of the costs that Meta charges per message. With SpinOffice you do not pay any extra costs per message or conversation. From SpinOffice we charge annual license fees for the use of the integration. We offer this in three different packages. These depend on your wishes and the functionalities you want to use. You can choose from Basic, Pro, and Premium. View the pricing options here. Getting Started with the WhatsApp Business Platform Are you excited about the possibilities? Contact us to get started! And take a look at the step-by-step plan to activate WhatsApp Business.

To activate the WhatsApp Business integration, you need a SpinOffice Pro or Enterprise license. Before you go through the steps below, first review the important points to note and the costs of the integration. Step-by-step activation of WhatsApp Business Complete the following steps in Meta Business. Create a Meta Business Suite account Create a free Meta Business Suite account or log in with your existing account. Create a Business Portfolio Create a Business portfolio to manage your business information, Facebook pages, Instagram accounts, and WhatsApp Business. Skip this step if you already have a Business portfolio that you would like to use. Verify your business Verify your business by uploading the required documents. If submitted, it may take 1-2 days for Meta to approve. Your business must be verified by Meta before proceeding to step 6. So, carefully monitor the status in your Meta Business account and, if requested, provide the desired information to complete this. Add a WhatsApp number In Business portfolio info, click on Accounts -> WhatsApp accounts in the navigation bar on the left. Click Add to add a new account. When choosing a phone number, please keep in mind that: Chat history and groups will be lost. The chosen phone number will only be available in SpinOffice as a WhatsApp number. It is not possible to use it simultaneously in WhatsApp Web or the mobile app. Enter the desired number you want to use and select Continue. Go through the verification via SMS or phone call. The chosen WhatsApp number must be verified by Meta before proceeding to step 6. Add a payment method Add at least one valid payment method in Meta Business Suite and select it for WhatsApp Business. Did you succeed? Then we will continue in SpinOffice. Important: all of the above must be completed successfully before continuing. We do not guarantee successful configuration if this is not the case. Start the configuration in SpinOffice Log in to SpinOffice. Go to the menu option Manage -> Integrations -> WhatsApp Business and click on Connect with Facebook. A web browser will open. Allow a pop-up window to open. Log in to your Facebook account This is necessary to link the correct Meta account. Click Continue. Link the Meta Business Suite account to SpinOffice Select the Business portfolio you created in Step 2 or choose an existing portfolio. Click Continue. Select the WhatsApp number Select the WhatsApp Business number from step 4 and choose Continue. Confirm access to the WhatsApp number SpinOffice wants access to the account and the conversations. Choose Continue. Your information is being verified Approved? Then the number is active! You are now ready to use WhatsApp Business in SpinOffice. Close the configuration via Save. Test the connection In SpinOffice, go to Administration -> Integrations -> WhatsApp Business and click Test connection. The following message should be displayed. Create your first WhatsApp template in Meta Business To reach out to your customers, you need a pre-approved template. Create different templates in Meta Business Suite, under WhatsApp Manager. Accepted templates are immediately available and usable in SpinOffice. Manage approved templates in SpinOffice Go to menu option Administration -> Integrations -> WhatsApp Business -> Templates. Add merge fields for personalized messages. Link users to incoming conversations Determine which user(s) should receive incoming conversations. You can select multiple users; all selected users will see new incoming conversations in their Inbox and can pick up and answer conversations. Of course, it is possible to unlink users from a conversation.   Start a WhatsApp conversation with a contact in SpinOffice Important: An outgoing WhatsApp conversation should always be started with a template (step 14). To start, go to the contact you want to start a WhatsApp conversation with, right-click on the (mobile) phone number, and choose Send WhatsApp. Select the desired template and fill in the required merge fields to send the template. Click the send icon to start the conversation. Important points to note You can only start a WhatsApp conversation with an approved WhatsApp template. Once a customer responds, you can freely send messages for 24 hours without templates. If the contact does not respond within 24 hours, you must start again with a template. You do not need to use a template for incoming conversations. You create and manage templates in Meta Business Suite. You pay approximately €0.05 per started conversation to Meta.

The WhatsApp Business platform distinguishes four template categories, called conversation categories by Meta, each with its own applications and characteristics. Below, we'd like to highlight these categories and their main use cases. Two types of customer conversations WhatsApp makes a distinction between: Business-initiated conversations: proactive messages to customers who have opted in. These conversations always start with a pre-approved message template. Customer-initiated conversations: reactive conversations where customers reach out, for example, for help or information. The four categories of conversation 1. Utility Utility conversations focus on practical, agreed-upon updates and transactions, such as order confirmations or shipping information. The business always initiates these conversations. Examples of Utility usage: Appointment reminders: "Reminder: Your appointment at SpinOffice is next Wednesday at 1:00 PM. Coffee is ready." Order updates: “Thank you for your order! Your order number is 0123.” “Sorry, your order is delayed. We will ship it as soon as possible.” Payment reminders: “Hi {{1}} we have received your payment. We will get started right away!” Account / Customer Service Messages: "Dear {{1}}, the reported issue has been resolved. Sorry for the inconvenience." Shipping information: “We deliver tomorrow between 14:00 and 18:00. Your order number is 0123.” 2. Authentication Authentication conversations are used for security purposes, such as sending Time Passwords (OTPs) during registration or verification. Examples of Authentication usage: Account registration: “Your temporary password is Welcome01!. Change it immediately after your first login.” Two-step verification: “Your login code is 01234.” 3. Marketing Marketing conversations are designed to promote products or services. Examples include offers, back-in-stock notifications, and abandoned cart reminders. Examples of Marketing Usage: Promotions: “Check out our new summer collection and be the first to score your favorite!” Back-in-stock updates: “The blue sneakers in your size are back in stock. Order quickly!" Opening hours: “We are closed during the holidays. We will be ready for you again in January!” Shopping cart reminders: “Forgot something? Click here to complete your order.” 4. Service Service conversations are always initiated by the customer. These can be questions about support, payments or other requests. These conversations often overlap with the other categories, but the main difference is that they are cheaper because the customer initiates them.